JP2014134840A - Work check sheet proofread/registration method and work check sheet proofread/registration system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a work check sheet proofread/registration method capable of performing a self check on check contents (work situation) self-reported on a predetermined work check sheet by a worker, in a work check sheet proofread/registration system, automatically creating and registering a check sheet including the check contents.SOLUTION: A work check sheet proofread/registration method includes providing, in a work check sheet proofread/registration system, a voice response function for performing voice proofread between the system and a communication terminal including a telephone function of a worker, and a voice recognition function for recognizing an answer voice from the communication terminal and creating check sheet data including check contents formed from text data on the basis of the answer voice.

Description

  The present invention relates to an operation check sheet reading / registration method and an operation check sheet reading / registration system.

  More specifically, it is connected to a communication terminal having a telephone function through a communication circuit, and with the communication terminal, for example, a voice reading is performed on work information relating to a work check sheet of a work target device such as a cash machine (question and answer). ) And recognizes the voice (response) from the communication terminal at this time. Then, the voice at this time is converted into text to generate text data, and check sheet data similar to the work check sheet is created based on the text data. The present invention also relates to a work check sheet reading / registration method and a work check sheet reading / registration system for registering the check sheet data in a database when it is determined that the reading related to the work information is valid.

  Conventionally, this type of work check sheet reading / registration system includes a communication terminal having a telephone function (hereinafter referred to as a CE communication terminal) and an operator support department including an information processing apparatus (hereinafter referred to as a CE support department). And a schedule system including a check sheet data registration DB.

  The CE communication terminal is used by a customer engineer (CE) who is an operator. The CE uses the CE communication terminal to report work information (a check result for each check item) to an operator on the CE support department side based on a work check sheet determined for each work target device.

  The CE support department side has a device for receiving work information from the CE communication terminal. The operator of the CE support department creates data including work information similar to the work check sheet (data recording work information of the work check sheet: hereinafter referred to as check sheet data).

  A schedule system including a check sheet data registration DB registers and manages check sheet data created by an operator of the CE support department.

  Then, the operation information of the work check sheet between the CE communication terminal and the CE support department side device, the creation of check sheet data, and the registration of the check sheet data in the check sheet data registration DB are as follows: It is done like that.

  First, after performing maintenance work on the work target device, the CE checks each check item related to the work performed using the work check sheet for the work target device, and records the result on the check sheet. Then, a call is made to the operator of the CE support department using the CE communication terminal.

  By this telephone call, the check result of each check item, which is work information recorded on the work check sheet, is verbally read between the CE on the CE communication terminal side and the operator of the CE support department.

  This reading is done by the following procedure. First, an operator on the CE support department side makes an inquiry to the CE on the CE communication terminal side by voice about the check result (work status) of the work target device (question).

  In response to this inquiry, the CE answers the check result recorded on the work check sheet determined for each work target device to the operator of the CE support department by voice (response).

After that, the operator of the CE support department checks the check result by the above-mentioned reading, and manually inputs the reading result using the keyboard of the information processing apparatus installed in the CE support department. To do.
Check sheet data is created by this manual input.
The manual input is performed while viewing the check sheet data creation / registration screen displayed on the display unit of the information processing apparatus installed in the CE support department.

  Then, the operator of the CE support department side sends the check sheet data created by manual input to the schedule system in association with the case information and registers it in the check sheet data registration DB of the schedule system.

  Here, the item information is information for specifying work performed by the CE. For example, information on the user who owns the work target device, information including the installation location of the work target device, the model name, the serial number, and the work content, and a unique case number is assigned to each individual case.

The case number is used as a search key in order to obtain various information necessary for the work when the CE performs the work. The manager of the dispatching department (service base) uses it as a search key when searching the check sheet data registered in the check sheet data registration DB of the schedule system.
By using this case number, the contents of the check sheet data can be easily browsed and confirmed.

  However, the conventional work check sheet reading / registration system has the following problems.

That is, the operator of the CE support department side creates check sheet data by using the information processing apparatus of the CE support department while listening to and confirming the check result of the CE by telephone.
For this reason, the CE support department that receives a large number of work check sheet reading / registrations from CEs nationwide places an excessive work burden on the operator who must complete the reading in a limited time.

  In order to reduce the work load on the operator, the problem can be solved by increasing the number of communication lines between the CE communication terminal side and the CE support department side and increasing the number of operators.

On the other hand, increasing the number of lines and operators has a problem that the cost increases and the economic burden increases accordingly.
In the peak time zone of reading contact, even a skilled operator had problems such as erroneous processing and inability to respond.

  Therefore, the present applicant initially introduced a generally known IVR system (IVR: Interactive Voice Response; hereinafter referred to as an IVR system) to the work check sheet reading / registration system, and reduced the operator's workload and the number of operators. Tried ways to reduce.

  The IVR system is a system that automatically responds by voice in accordance with a button operation of a user (user) for telephone support or the like.

  For example, the following system has been proposed as a technology in which the IVR system is introduced.

  That is, an order receiving system or a hotel reservation system that responds to a phone order or reservation from a customer by voice guidance and accepts the order or reservation by inputting a number by operating a button from the telephone.

  As similar techniques, for example, voice input / output means (terminal such as a mobile phone) for inputting inspection results by voice, a server having a voice recognition unit for recognizing voice data, and the voice input / output Voice data input from the voice input / output means to the server via the connection means is recognized as character data by the voice recognition unit. It is configured so that audio data corresponding to the inspection product is stored as a check product and linked to the inspection product, and does not require an expensive terminal, and interacts with the terminal one by one There is an inspection work support system that is not necessary (see Patent Document 1).

In addition, the followings have been proposed as conventional techniques.
A system for supporting the work of the worker, comprising a portable terminal carried by a worker who performs the work and a server capable of communicating with the portable terminal, the portable terminal comprising a microphone, An audio transmission unit that transmits audio information corresponding to an audio signal input from a microphone to the server, wherein the server receives the audio information transmitted from the mobile terminal; and the received audio A voice recognition unit that performs voice recognition based on information, a support execution unit that generates a message to be notified to the worker based on a voice recognition result by the voice recognition unit, and a voice corresponding to the generated message A message transmission unit for transmitting information to the portable terminal is provided, and a voice is given to the worker without giving a voice recognition function to the system carried by the worker. A business support system to allow two-way business support by (see Patent Document 2).

  In addition, a work processing apparatus having a voice response means by calling / reply processing, voice recognition from the mobile phone and synthesized sound to the mobile phone by connecting to the mobile phone of the person in charge of the work is provided. The work information is registered by the first processing unit, the response of the telephone number is checked by contact from the mobile phone by the second processing unit, the response of the work number and the confirmation of the work number by the push button operation from the mobile phone, Acceptance of work type and correctness check result of work procedure are performed by voice recognition and voice synthesis, and the third processing unit and the fourth processing unit start the work and finish the work at the power outage monitoring and pressurization monitoring and power outage equipment Checking the correctness of the work with the lock monitoring control of the phone, and in the case of work communication by telephone at the work site, in work that is congested at night, it is an electric power that reduces the burden on the operator in confirming the work contents and giving instructions. A command system (see Patent Document 3).

  Furthermore, there exist what was described in the following patent documents 4-7 as this technique similar to these.

JP 2005-285051 A JP-A-2005-130205 JP 2002-32101 A JP 2007-149070 A JP 2009-245230 A JP 11-249727 A Japanese Patent Laid-Open No. 11-249731

  According to the order receiving system, the hotel reservation system, and the inspection work support system disclosed in Patent Document 1 and the business support system disclosed in Patent Document 2 described above, the customer and the worker can follow the voice guidance from the system. If input or voice input is performed, it is possible to automatically process all orders, reservations, and inspection work. Also, 24 hours reception can be realized at lower cost than hiring an operator. Further, since the received contents are immediately recorded in the database, it is possible to speed up data processing and reduce input costs.

  In addition, as described above, the power command system of Patent Document 3 includes a mobile phone, a telephone communication processing unit, a telephone call processing unit, a work processing device including a voice response processing unit, a power outage construction reception registration processing unit, a power outage In the work management system of the railway equipment equipped with the power command system including the control processing unit, the work reception processing unit, the power failure state check processing unit, when the work processing device is called from the mobile phone and the work processing device arrives, In the work processing device, (1) recognizing / verifying the caller number of the mobile phone, (2) transmitting an input guide in which the work number is voice-synthesized from the work processing device to the mobile phone, (3 ) In response to the input guidance, when a work type (local arrival, work start, end, local pull-up) is inputted from the mobile phone, the work number and work type information are received, (4) In the I / O server, (a) work number validity check, (b) work type reception and validity check, (c) work start reception and lock control, (d) work end reception and lock release control. , (E) raising the site, (f) making a status inquiry, and (5) replying the processing result of the I / O server to the mobile phone via a work processing device by voice.

  However, any of the above-described conventional techniques including Patent Document 3 is essentially different from the work check sheet reading / registration system referred to in the present invention in the following points. That is, in each of the above-mentioned patent documents, check sheet data is created based on the work information of the work check sheet by the CE (the check result of each check item), as well as check check and check of work information by the CE. No consideration is given to the logical contradiction of the results. Also, the self-check of the processing status such as creation and registration of check sheet data created based on work information is not considered.

  Accordingly, it has been found that even if such a prior art is introduced into a work check sheet reading / registering system, a highly reliable system that can withstand practical use cannot be provided.

As one of the reasons, in the work check sheet reading / registration system, the work check sheet differs depending on the work target device, the work range by CE is wide, and the work information (check items by CE) of the check sheet is In many cases, there is a high probability that a check omission or a logical contradiction of a check result may occur, and further, if there is a logical contradiction in the check sheet work information (check result of each check item) recorded by the CE itself, it will be inaccurate. The work has been done.
These omissions and logical contradictions are easy to miss, and if they are missed, there is a risk of causing great inconvenience to customers.

  Thus, if a check omission or a logical contradiction is missed, it is recognized as an illegal work and cannot be detected. Therefore, the CE is notified of this, and an immediate response by the CE cannot be performed. As a result, there is a specific problem that a system that can withstand practical use cannot be provided.

  As described above, in a work check sheet reading / registration system that requires reliability, it is necessary to accurately create check sheet data. The actual situation depends on the operators in the support department.

  The present invention has been made in view of the above problems, and an object of the present invention is to realize a highly reliable method and system that can enjoy the effects of the IVR system even in the work check sheet reading / registration system.

  More specifically, the first object of the present invention is to convert the voice transmitted from the CE through the CE communication terminal into text, and create check sheet data and check sheet data based on the text data. Work check sheet reading, which can be automatically registered in the check sheet data registration DB, and allows the CE to self-check the status of check sheet data creation and registration via the CE communication terminal -To provide a registration method and work check sheet reading / registration system.

  The second object of the present invention is to check the validity of the check sheet data created on the system side (validity determination result), and to check whether there is a check omission of work information by CE or a logical contradiction in the check result. It is to provide a work check sheet reading / registration method and a work check sheet reading / registration system.

  Further, the third object of the present invention is to check the validity of the check sheet data created on the system side, if there is no error, read the CE by voice based on the check sheet data via the CE communication terminal. If there is an error that is inconvenient to continue reading with the voice, notify the CE on the CE communication terminal side by voice and transfer the line to the operator on the CE support department side. To provide a work check sheet reading / registration method and a work check sheet reading / registration system.

  Further, the fourth object of the present invention is that if there is a logical contradiction as a result of check omission of the check sheet data created on the system side or whether there is a logical contradiction, etc., the logical contradiction is minor or severe. If it is determined that there is an error (determination of the degree of error) and the result of determination of the degree of error is a minor error, the minor error is recorded in the recording means. And a work check sheet reading / registration method and a work check sheet reading / registration system capable of handling the correction process for the error in the support department side. is there.

  The fifth object of the present invention is to read and register a work check sheet that can be confirmed on the system side regarding the contents (reading speech) related to the check sheet data created on the system side and the contents of minor errors. It is to provide a method and a work check sheet reading / registration system.

  A sixth object of the present invention is to provide a case where a telephone number and / or a case number transmitted from a CE communication terminal is not registered on the system side, that is, a number for which access to the system is not permitted. It is an object of the present invention to provide a work check sheet reading / registration method and a work check sheet reading / registration system capable of automatically disconnecting a line when there is no project information.

In order to achieve the above object, the present invention performs check reading with a CE communication terminal in a work check sheet reading / registration system and creates check sheet data based on text data obtained by converting the voice into text. When the check sheet data is sent to the check sheet data registration DB and an error occurs as a result of the creation of the check sheet data and the voice reading, the CE communication terminal is notified of the error, and the CE communication terminal A voice recognition control system having a control server for transferring a line to the CE support department side, and a voice having a voice recognition server for recognizing voice from the CE communication terminal, converting the voice into text and outputting it as the text data A recognition system was established.
As a result, check sheet data including work information from the CE communication terminal can be automatically created and registered, and check sheet data creation and registration status can be notified via the CE communication terminal. did.

  For example, the present invention provides the following work check sheet reading / registration method and work check sheet reading / registration system.

Check the work contents of the work check sheet with a communication terminal that has a telephone function, and read the question and answer voices, and use the check contents of the work check sheet as text data to create check sheet data from the text data A work check sheet reading / registering method for registering in a recording means and comprising the following steps:
(1) a voice response / reception step for reading the question and answer with the communication terminal by voice;
(2) creating check sheet data relating to the work content of the work check sheet from the text data of the voice recognition server and registering it in a DB;
(3) A validity determination step of determining the presence or absence of an error based on the text data based on the absence of a check and / or the presence or absence of a logical contradiction in the content of the check in the voice reading by the voice response / reception means.
(4) In the validity determination step, if there is an error, an error degree determination step for determining the degree of the error;
(5) In the error degree determination step, in the case of a minor error determination, the reading is performed by repeating the number of questions.
(6) In the error degree determination step, in the case of a minor error determination, a step of recording information on the minor error in a recording unit;
(7) In the error degree determination step, in the case of a severe error determination, a step of notifying that by voice,
(8) In the case of a severe error determination in the error degree determination step, the reading of the question and the response by voice is stopped, and the reading line with the communication terminal side is set as a support department that supports the worker on the communication terminal side. Step to transfer to the operator side.

In the above work check sheet reading / registration method,
(9) A caller number / case number receiving step for receiving a caller number / case number from the communication terminal side;
(10) a step of searching for a caller ID and determining whether or not the caller ID is registered;
(11) If there is no caller ID, disconnecting the line for reading the question and reply voice;
(12) If there is a caller number, the step of determining the presence or absence of the case number information;
(13) When there is no case number information, a step of transmitting to the communication terminal side a transfer voice guidance for transfer to an operator of a support department that supports the worker;
(14) If there is case information, the step of identifying the work check sheet for each case work and starting to read the question and reply by voice based on the check sheet;
It is characterized by having.

Further, the work check sheet reading / registration system of the present invention performs a check with a voice of a question and a reply regarding the work contents of the work check sheet with a communication terminal having a telephone function, and the check contents of the work check sheet Is a work check sheet reading / registration system that creates check sheet data from the text data and registers it in the recording means.
Comprising a voice recognition control system including a control server that reads the question and answer by voice and a voice recognition server that creates the check sheet data from text data obtained by recognizing the voice;
The control server
Voice response / reception means for reading the question and reply with the communication terminal by voice;
Check sheet data creating means for creating check sheet data related to the work content of the work check sheet from the text data of the voice recognition server, and registering in the DB;
Based on the text data, the presence or absence of an error is determined based on whether or not there is a check omission and / or logical contradiction in the contents of the check in the voice reading by the voice response / reception means, and the check omission and / or the logical inconsistency of the check contents. If there is a validity check means for determining the degree of error,
Receiving a determination result of the validity checking means, and processing means for each check sheet that performs the following processing,
The check sheet-specific processing means includes:
In the validity checking means, when it is determined that there is no error and a minor error, the reading is performed by repeating the number of questions, and when it is determined as a minor error, the information on the minor error is recorded in the recording means,
If it is determined as a serious error, the fact is notified by voice via the voice response / reception means. If it is determined as a serious error, reading by the voice response / reception means is stopped, and the communication terminal side Is transferred to the operator side of the support department that supports the worker on the communication terminal side.

  According to the present invention, check sheet data can be automatically created and registered without using an operator of the CE support department, and the operation processing of the operator of the CE support department can be reduced.

  Further, according to the present invention, the validity check unit for checking the validity of the speech recognition result from the CE is provided, and the validity check unit is provided with a validity check function so that the work check sheet by the CE itself can be obtained. The self-check of validity becomes possible, and a highly reliable operation check sheet reading / registration method and operation check sheet reading / registration system can be provided.

  Further, according to the present invention, even if there is a serious error such as a check omission for an item for which work check is indispensable, it is possible to accurately deal with the error and call attention. For example, in the case of a severe error, an instruction for corrective action for a severe error can be accurately given to the CE via the CE support department.

Further, according to the present invention, when reading between the CE communication terminal and the voice recognition control system, the call (voice) is recorded in the recording unit, and the function of reproducing is provided, so that the CE can check the work check sheet. If the record does not match the check result of the check sheet data created by the work check sheet reading / registration system, the voice can be confirmed by the CE support department.
For example, by this confirmation, it is possible to confirm whether there is a check omission or logical contradiction in the check result on the CE side, or whether there is an error in the registration process on the system side, and appropriate measures can be taken.

  Further, according to the present invention, whether or not the registration of the check result by the CE into the check sheet data registration DB is completed by providing means for detecting the registration success / failure based on the check sheet data registration result. Processing confirmation and the registration result can be appropriately notified to the CE.

In addition, according to the present invention, it is possible to prevent unauthorized persons from entering in advance by providing a control unit that disconnects a communication circuit when a call is received from a telephone number other than a registered and permitted telephone number. is there.
Problems, configurations, and effects other than those described above will become apparent from the following description of embodiments.

It is a block diagram which shows schematic structure of the work check sheet reading and registration system of this invention. It is a block diagram which shows schematic structure of the control server of a speech recognition control system. It is a block diagram which shows an example structural example of the matter work specific process means of a control server. It is a block diagram which shows the relationship between the processing means by check sheet | seat of a control server, a voice response / reception means, and the validity determination means of a voice recognition result. It is a block diagram showing the relationship between information transmission / recording means and error processing means of the control server. It is a sequence diagram for illustrating an example of voice transmission / reception between the CE communication terminal and the voice response / reception unit of the voice recognition control system, and explaining a processing sequence between the two. It is a figure which shows an example of the work check sheet | seat utilized by this invention. It is a figure which shows the process step of the check sheet specific means according to item work of the control server of this invention. It is a figure which shows the processing step of the work check sheet reading and registration method of this invention. It is a processing sequence figure for demonstrating transmission / reception of the data (voice | voice) between a CE communication terminal and the voice response part / reception part of a voice recognition control system. It is a figure which shows the procedure in the case of no error in the sequence between the CE communication terminal of this invention, and a speech recognition control system. It is a figure which shows the procedure when the minor error generate | occur | produces in the sequence between the CE communication terminal of this invention, and a speech recognition control system. It is a figure which shows the procedure when a serious error generate | occur | produces in the sequence between the CE communication terminal of this invention, and a speech recognition control system. In the sequence between the CE communication terminal of this invention and a speech recognition control system, it is a figure which shows the procedure at the time of an error time at the time of an error with respect to the utterance with respect to the last question. It is a figure which shows the sequence of each information of the processing condition between each part of the speech recognition control system of this invention.

The work check sheet reading / registration acceptance system of the present invention is roughly as follows.
In addition to the CE communication terminal and the schedule system, a voice recognition control system and a voice recognition system are provided.
In addition, the speech recognition control system uses the information (text data) that has been converted into text to create check sheet data, based on the validity of the speech recognition result by the speech recognition system, for example, check omission or check result in the check sheet data. There is provided a validity checking means having a validity determining function for determining whether there is a logical contradiction, and a function for determining the degree of error.

Hereinafter, an outline of the CE communication terminal and each system will be described.
The CE communication terminal is a communication means having a telephone function for the CE to connect to the system via a telephone line. The CE communication terminal has the following functions.

(1) Before the CE work, schedule information including a case number is acquired in advance from a scheduling system that performs CE scheduling. The acquisition of the schedule information is received (downloaded) from the schedule system via a network, for example.
(2) Sending the case number together with the telephone number to the system side during a call to the system.
(3) Send the CE voice input regarding the information including the check result of each check item set in the work check sheet to the system side.

The CE makes a line connection to the voice recognition control system of the present system using the CE communication terminal.
Further, this line connection enables the CE communication terminal and the voice recognition control system to read voices (transmission and reception of question voices and answer voices) via the communication line network and the exchange.

  Here, on the system side, whether or not the caller number and / or case number sent from the CE communication terminal is a caller number and / or preset case number registered and permitted in the system. It has a function to confirm whether. This function can increase the security of the system.

  Further, the CE communication terminal receives a function for automatically sending a case number to the voice recognition control system and a voice inquiry (question voice) from the voice recognition control system as described above, and the question voice. The voice input (response voice) for replying according to is sent out.

The contents of the question voice and the answer voice relate to each check item / check content (check status) of work information (work content) based on a work check sheet owned by the CE.
The question voice and the answer voice are determined by the case number transmitted from the CE communication terminal and the case information stored in the case information DB of the schedule system.
In other words, the case number, the work check sheet, and the case information are associated with each other.

Here, the item information indicates detailed information of the item obtained from the schedule system as described above, and includes, for example, the following information.
(1) Project number: 1234567891213
(2) Work details (inspection / fault countermeasures / site investigation, etc.): Registered as information when registering a check sheet.
(3) Customer code: AAAA (user information; customer name / branch name, etc.)
(4) Target device (model name / model name / manufacturing number, etc.): The use check sheet is determined based on the model name.

The reason for associating the matter number, work check sheet, and matter information is as follows.
That is, the CE uses the CE communication terminal to output the check result based on a work check sheet determined for each work target device, for example, a work check sheet corresponding to an automatic cash machine or a deposit machine. It is necessary to report.

Accordingly, the voice recognition control system side is required to perform reading with the CE by recognizing the voice of the check result along each check item for the work content set in the work check sheet.
That is, it is important not to cause a flaw between the voice from the CE communication terminal and the voice confirmation on the system side.

  The case number transmitted from the CE communication terminal is used in the voice recognition control system to search for case information stored on the schedule system side, for example.

  That is, the voice recognition control system side has a function of receiving a case number from the CE communication terminal and searching for case information on the schedule system side based on the number.

  In this embodiment, the case information DB is arranged on the schedule system side. However, the case information DB may be arranged on the voice recognition control system side and provided with a function for searching the case information DB. good.

  The voice recognition control system sends a question voice (voice for inquiring to answer a check item of the work content of the work check sheet) to the CE communication terminal based on the check sheet specific processing corresponding to the case information. To do.

  The voice recognition control system also includes work information similar to the work check sheet on the CE side based on the reply voice from the CE communication terminal to the question voice (the contents of the reply regarding the check result for the check item of the work check sheet). Create check sheet data.

  In this way, reading between the question voice and the answer voice is automatically performed between the CE communication terminal side and the voice recognition control system side. Here, reading is basically reading about the contents of the check items related to the work check sheet, but it is also possible to add other information to the beginning of the reading. For example, it is information for notifying the publicity of the campaign and the latest notes on the equipment.

In the present embodiment described below, the response voice is voice input from the CE communication terminal. However, in a usage environment where it is difficult to hear the voice, the button operation of the CE communication terminal is used instead of this voice input. It is also possible to respond by a tone signal input or the like output by.
Alternatively, an input method using voice input and button operation may be used in combination.

  The speech recognition control system also includes a function (check sheet creating means) that creates check sheet data based on text data that has been converted to text by a speech recognition system (a speech recognition unit of a speech recognition server) to be described later. It has a speech recognition result validity confirmation function (validity confirmation means) for judging whether or not there is a check omission or a logical contradiction between check results when creating sheet data.

The voice recognition control system has a function (error degree determination means) for determining the degree of error (mild / severe). If the error is not detected (no error) by the validity checking function, or if an error is detected, but a minor error is detected, the voice reading with the CE communication terminal is continued (by check sheet) Processing means and voice response / reception means).
At this time, the minor error is written in the error content registration DB by the information transmission / recording function (information transmission / recording means). In the case of a severe error, the check sheet-specific processing function (check sheet-specific processing means), the voice response / reception function (voice response / reception means), the validity check function (validity check means), etc. In addition, the CE is notified to the CE via the CE communication terminal, and the CE support department (CE support information processing apparatus) side calls the CE (line) by the line transfer function (line transfer processing means). It has a function to transfer to the operator. After notification, the line is disconnected.

Here, when the creation of the check sheet data is completed by the check sheet data creation function, it is registered in the check sheet data registration DB of the schedule system.
With this registration, the check sheet data registration work of the work check sheet by the CE is completed.
This registration result is notified to the CE communication terminal side by communication means such as e-mail.

The contents of the check sheet data registered in the check sheet data registration DB can be confirmed by the information processing device on the dispatching department side.
That is, the manager at the dispatching department side can check the registration status of the check sheet data in the DB using the information processing apparatus.

  As described above, when a serious error occurs during the creation and registration of check sheet data, this system notifies the CE communication terminal to that effect and then stops the check sheet data registration work. When a serious error occurs, the line is transferred to the operator on the CE support department side. This serious error is corrected by instructing correction to the CE from the operator of the CE support department.

Further, the voice recognition server of this system records the voice at the time of reading including voice input (response voice) from the CE communication terminal in the voice DB via the voice recording unit.
In the voice DB, the voice of the operator on the CE support department side is also recorded. This voice is configured so that it can be reproduced and confirmed by the operator of the CE support department.

The voice recognition control system also has a function of notifying the CE support department of the processing status (progress status including minor errors) in the system.
Thereby, the processing status in the voice recognition control system can be displayed and confirmed by the information processing apparatus of the CE support department.

Also, a function to monitor whether or not the check sheet data is registered in the DB for registration of check sheet data, and when the registration cannot be performed within a preset time after issuing the registration instruction (registration status monitoring means) ).
That is, if there is no registration completion response within a certain period of time after issuing a check sheet registration instruction, it is determined that registration has failed because it is not registered in the check sheet DB.

  The check sheet data registration unit of the check sheet data registration DB detects information indicating registration success or registration failure of the registration result, and writes it into the error content registration DB.

  Each of the functions described above can be performed by providing software including steps as shown in FIGS. This process will be described later.

  The voice recognition system has a function (voice recognition unit) that receives a reply voice from a CE communication terminal, recognizes the reply voice, and outputs the recognized voice as text data. In addition, the voice recognition control system has a function (voice recording unit) for recording voice in the voice DB.

  The schedule system associates the matter number with the matter number, stores matter information in the matter information DB, and registers the check sheet data created by the voice recognition control system in the check sheet data registration DB (check sheet data registration) Part).

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. FIG. 1 is a block diagram showing the overall configuration of a work check sheet reading / registration system of the present invention.

  First, the configuration will be described. In FIG. 1, the work check sheet reading / registration system 20 includes a voice recognition control system 201, a voice recognition system 202, a schedule system 203, a CE support department 204, and a dispatch department 205.

  The voice recognition control system 201 includes a control server 2011 connected to the CE communication terminal 10 via the communication network 30 and the telephone exchange 206. Details of the control server 2011 will be described later.

  The voice recognition system 202 has a voice recognition server 2021 connected to the control server 2011.

  The schedule module system 203 includes a schedule server 2031 connected to the control server 2011.

  The CE support department 204 and the dispatch department 205 are for assisting this system. The CE support department 204 supports the CE and includes an information processing apparatus 2040 including an error detection status and processing status display unit 2041.

The CE support department 204 is configured to reproduce and listen to the voice recorded in the voice DB 20213 of the voice recognition server 2021.
In other words, the CE support department 204 includes an information processing apparatus 2040 including a display unit 2041 that displays a processing status record and an error content notified via a notification unit 20137 of the control server 2011 to be described later, a CE and an operator. Have a communication terminal / telephone (not shown) for making a call between them.
With this configuration, the operator can confirm the contents of the voice recorded in the voice DB 20213.

The operator of the CE support department 204 can check the error content on the display unit of the information processing apparatus 2040.
As a result, it is possible to instruct the CE to give an error correction measure and alert the CE.

  Further, the dispatching department 205 has an information processing apparatus 2050 for accessing the check sheet data registration DB 20313 of the schedule server 2031. With this access, the manager can confirm the registration status.

  The telephone exchange 206 is, for example, a private branch exchange (PBX) that connects the CE communication terminal 10 and the voice response unit / reception unit 2014 of the present system via a line.

  The schedule server 2031 includes a schedule DB 20311 for storing CE schedule information, a case information DB 20312 for storing case information indicating a work target of the CE, a schedule information providing unit 20310, and a check sheet for registering check sheet data in the check sheet data registration DB 20313. A registration unit 20313.

  In the case information DB 20312 of the schedule server 2031, for example, as shown in FIG. 1, information such as case number: 123456789123, work content: inspection, customer code: AAAA, model name: XXXXXXXXX, etc. is registered.

  The schedule information providing unit 20310 provides the CE schedule information of the CE communication terminal 10 stored in the schedule server DB 20311 to the CE communication terminal 10 via the communication network 30 by radio.

  The check sheet data registration unit 20314 registers the check sheet data created by a check sheet data creation unit (check sheet creation unit) 20123 described later in the check sheet data registration DB 20313. Also, the registration result (success, failure) is sent to the voice recognition control system 201 side.

  The voice recognition server 2021 includes a voice recognition unit 20210, a voice recognition dictionary DB 20211, a voice DB 20213, and a voice recording unit 20214.

  The voice recognition unit 20210 recognizes a voice (7) from an information transmission / recording unit 2011D of the control server 2011 described later, converts the voice into text with reference to information in the voice recognition dictionary DB 20211, and generates text data (8 ).

  The voice recording unit 20214 records the raw voice before being converted into text by the voice recognition unit 20210 in the voice DB 20213.

  Here, when voice is recorded by the voice recording unit 20214, it may be recorded in association with the case number. Thus, by designating the case number from the CE support department 204 or the dispatch department 205, the voice of the voice recording unit 20214 can be quickly reproduced.

The text data (8) is sent to the control server 2011. Specifically, the information is supplied to the validity confirmation unit 2011C of the speech recognition result via the information transmission / recording unit 2011D and the authentication result check sheet processing unit 2011B described later.
Further, the data is supplied to the check sheet data creation unit 20123 via the information transmission / recording unit 2011D and the processing status recording / notification unit 20137.

  FIG. 2 is a block diagram illustrating a schematic configuration of the control server 2011 of the voice recognition control system 201. In the figure, the control server 2011 of the voice recognition control system 201 includes the following configuration.

  The control server 2011 includes a case work-specific check sheet identification processing unit 2011A, a voice response / reception unit (voice response unit / speech reception unit) 2011, a check sheet-specific processing unit 2011B, a recognition result / validity confirmation unit 2011C, an information transmission / A recording unit 2011D, an error processing unit 2011E, and a check sheet data creating unit 20113;

The check sheet specifying processing means 2011A for each case work receives the sender number / case number a sent from the CE communication terminal 10 and searches the case information DB 20312 on the schedule server 2031 side with the case number b therein.
Based on the item information c extracted by this search and sent from the schedule server 2031 side, a check sheet program (processing program for each check sheet) determined for each type of work target device to be read is specified. It has a function (case number transmission part).

The voice response / reception means 2011 is a voice for reading with the CE communication terminal 10 (question voice and response voice) in accordance with processing based on the processing program for each check sheet of the check sheet specifying processing means 2011A for each case work. (2), (3), (4), (15-1), (15-2) have a function (voice response / reception unit) to transmit / receive (read).
These speech reading processes are executed by the check sheet specific processing means 2011B based on the check sheet specific processing program specified by the item work specific check sheet specifying means 2011A. The processing program for each check sheet is determined for each model of the work target device to be read.

  The check sheet specific processing means 2011B receives the check sheet type specified by the item work specific check sheet specifying processing means 2011A, and receives the CE communication terminal 10 and the voice response / reception means 2011 for each check sheet corresponding to the work target device. Has a function (control unit) for controlling the voice reading process between the two.

Further, when there is a severe error or an arbitrary transfer instruction in the voice reading between the CE communication terminal 10 and the voice response / reception unit 20116, the line is transferred to the CE support information processing apparatus 2040 of the CE support department 204. Function (line transfer processing means) to control as described above.
Detailed functions of the control unit of the check sheet-specific processing unit 2011B will be described later.

The recognition result validity confirmation unit 2011C has a function (a validity judgment unit) for judging the validity of whether or not the voice at the time of reading is valid.
This validity determination is performed based on the recognized and converted text data on the voice control server 2021 side.

  In addition, when it is determined that the error is not valid, it has a function (error level determination unit) that determines the error level of whether the error that is not valid is a serious error or a minor error.

When there is no error or when a minor error occurs, the check sheet-specific processing means 2011D has a function (error information transmission / reception unit) for sending information (13-1) indicating that fact.
When a minor error occurs, the minor error information (11-4) is sent to the information transmission / recording means 2011D, and writing of the minor error to the DB from the information transmission / recording means 2011D (11-5) is indicated. It has a function to receive information (error information transmission / reception unit).
Details of the recognition result validity confirmation unit 2011C will be described later.

The information transmission / recording unit 2011D includes the check sheet-specific processing unit 2011B, the recognition result / validity checking unit 2011C, the error processing unit 2011E, the voice recognition server 2021, the CE support department 204, and the check sheet data creating unit 20113. And a function for transmitting information to and from (voice information / recognition result information transmission unit, processing status information recording / notification / text data transmission unit, mild error information writing unit, writing completion information transmission unit, etc.).
The information transmission / recording means 2011D will be described later.

  The error processing unit 2011E has a function of registering information on the minor error in the error content registration DB (error content registration DB, check) when the recognition result / validity checking unit 2011C determines that there is no validity and a minor error. Sheet data registration result reception / transmission unit).

  In addition, when the registration to the check sheet data registration DB 20313 fails, a function of receiving the information j indicating the registration failure and notifying the CE communication terminal 10 side through the registration result mail unit 20105 (check sheet data registration result reception / (Sending part).

Further, it has a function of notifying the error content h to the CE support information processing apparatus 2040 (error information notification unit, error detection system).
The error processing means 2011E will be described later.

The check sheet data creation unit 20103 has a function of creating check sheet work information as check sheet data based on text data obtained by recognizing speech at the time of reading by the speech recognition server 2021 (check sheet). Data creation unit).
The check sheet data i is registered in the check sheet data registration DB 20313 (see FIG. 1) of the schedule server 2031.

FIG. 3 is a block diagram showing a configuration example of the item work-specific check sheet specifying unit 2011A.
The check sheet identification processing unit 2011A for each case work includes a sender number / case number receiving unit 201110, a case number sending unit 20111, a case information receiving unit 20111, and a model name DB 20114 for check sheet determination.
(A) The caller number / case number receiving unit 20110 receives the caller number / case number transmitted from the CE communication terminal 10.
At this time, the control server 2011 searches whether the received caller number is registered on the system side. If the caller number is not registered as a result of this search, the line with the CE communication terminal 10 is disconnected.

  (B) The case number sending unit 20111 sends the case number to the schedule server 20312 side when the received caller number is registered.

(C) The case information reception unit 20113 receives the case information (search result / case information presence / absence information) transmitted from the schedule server 20312 side.
At this time, if there is no target item information, the control server 2011 disconnects the line with the CE communication terminal 10. If there is item information, item information transmitted from the schedule system 203 side is received.

  In the check sheet discrimination model name DB 20114, for example, as shown in the figure, sheet information (type: general automatic machine, deposit machine, etc.) for specifying the work check sheet of the target apparatus is associated with information on the device name and model name. Stored.

  FIG. 4 is a block diagram showing a configuration example of the check sheet-specific processing unit 2011B, and FIG. 6 is a sequence diagram showing an example of voice reading between the CE communication terminal 10 and the voice recognition control system 201 (voice response / reception unit 20116). It is.

  4, the check sheet specific processing means 2011B includes a check sheet specific processing unit (control unit) 2011, a check sheet specific processing flow program, and a voice question data DB 20115.

  The check sheet-specific processing flow / voice data DB 20115 stores a program for executing the check sheet-specific processing flow corresponding to the check sheet corresponding to the check sheet discrimination model name and the voice data corresponding to the program.

  The control unit 20111 of the check sheet-specific processing unit 2011B executes a reading (question, answer) process based on the check sheet-specific processing program and voice data.

That is, a function of outputting desired voices (1), (14-1), (14-2) and the like to the voice response / reception means 20114, voices (4), (15 -1), (15-2), etc., and a function for sending voices (6) and (7) to the voice recognition server 2021 via the information transmission / recording means 2011D, voice from the voice recognition server 20211 (8) , (9) receiving the speech recognition result (text), and outputting it to the speech recognition result validity checking means 2011C as the recognition result text data (10) (check sheet-specific processing unit / control unit).
For example, when the speech recognition result validity confirmation unit 2011C determines that there is no error or a minor error (11-1) at the time of reading, which will be described later, based on the processing program for each check sheet, the following (3) to ( It has a function to repeat the routine of 15) until the final question. If it is determined that there is a severe error (12-1), the telephone line is transferred via the line transfer processing means 20122. This transfer may be performed when an arbitrary transfer request from the CE is detected.

  The voice response / reception unit 20116 cooperates with the check sheet-specific processing unit 2011B that operates based on the check sheet-specific processing program and the voice guidance data of the check sheet-specific processing unit 2011B. As shown in FIG. 4, the voice reading function is provided.

That is, the voice guidance or voice response data (1) is received from the check sheet-specific processing means 2011B, the voice guidance (2) of the message to start the question is sent to the CE communication terminal 10, and then the first The question (3) by voice is sent out.
The CE communication terminal 10 receives a voice response (4) to the question (3) and sends the voice (5) to the check sheet-specific processing unit 2011B.

  If the result of the determination by the validity determining means 2011C shows no error or a minor error, the second question (15-1) is subsequently sent out. Repeat this question until the final question.

  If it is determined that the error is a serious error as a result of the validity determination unit 2011C, messages (14-2) and (15-2) indicating that a serious error has occurred are sent to the CE communication terminal 10 side.

  With these configurations, a voice reading function (FIG. 6) can be realized with the CE communication terminal 10.

The speech recognition result validity confirmation unit 2011C includes a validity determination unit 20120, an error degree (heavy / light) determination unit 20124, and an error information transmission / reception unit 20125.
The recognition result (text data / check sheet) by the speech recognition unit 20210 of the speech recognition server 2021 at the time of reading with the CE communication terminal 10 based on the processing flow by the check sheet-specific processing program of the check sheet-specific processing means 2011B. Confirm the validity of the data.

  The validity determination unit 20120 receives the recognition result (text data 10) from the check sheet-specific processing unit 2011B, and determines whether the check result of each check item of the work information is valid from the text data. .

  In other words, when the validity determination unit 20120 determines that there is no validity, the validity determination unit 20111C determines whether or not there is a check contradiction or a logical contradiction in the check result using the error degree determination unit 20124.

  For example, if the work A is performed as the target work based on the check items of the check items, if the work B always occurs, whether or not the check items for the work B in addition to the work A are performed. Determine whether. As a result of the validity determination, if there is a check omission for either A or B, it is determined that there is no validity, and then the error degree determination unit determines whether the error is a minor error. In this case, it is determined whether the error is a serious error. If the error is a minor error, error information indicating that an error has occurred is output.

  Here, a severe error is an error that the voice reading function between the CE communication terminal 10 and the voice recognition system 201 cannot handle on the side of the voice recognition system 201, or if the check is missed due to the work of the target device. It means an error that has a high possibility of causing trouble and has a serious effect. For example, it refers to an error that occurs when an item requiring confirmation of the work target device is not confirmed at the work site.

  A minor error is an error that does not have a significant effect on the customer even if the check is omitted in the work check of the work target device. For example, there are minor work report omissions that are not particularly troublesome for customers, and errors that occur when work reports are not made faithfully according to the processing rules of this system.

このような論理手法は、公知技術で実現可能であるので、その詳細説明は省略する。 Incidentally, for example, in the work check sheet 1012 of FIG. 7, the error degree determination is performed in the work item “confirmation before work” item number 1: “medium removal confirmation”, item number 1.1: “site contact confirmation”, item number. 4: “Test medium use confirmation”, item number 6: “test medium remaining confirmation”, work item “confirmation during work” item number 9: “customer name”, item number 10: “device A” Information used as a judgment work standard is registered in advance in a DB or the like, and the judgment work standard information is referred to as follows.

Since such a logic method can be realized by a known technique, a detailed description thereof will be omitted.

  The error information sending / receiving unit 20115 of the speech recognition result validity checking unit 2011C sends the minor error information (11-1) when a minor error occurs to the information transmission / recording unit 2011D, and also from the information transmission / recording unit 2011D. Information (12-1) indicating completion of writing is received.

  The line transfer processing unit 20122, when receiving a control instruction based on the occurrence of a severe error or the detection of an arbitrary transfer from the control unit 20111 of the check sheet-specific processing unit 2011B, sends the call (line) from the CE to the operator on the CE support department 204 side. Forward to.

FIG. 5 is a block diagram showing an example of information transmission / recording means and error processing means.
The information transmission / recording unit 2011D includes a voice information / recognition result information transmission unit 20121, a minor error information writing unit 20126, a writing completion information transmission unit 20127, a processing status information recording / notification / text data transmission unit 20122, and a line transfer processing unit 20122. Have.

  The voice information / recognition result information transmission unit 20121 is linked to the check sheet-specific processing unit 2011B and the recognition result validity confirmation unit 2011C.

  Then, the voice data (6) and (7) supplied from the check sheet-specific processing unit 2011B are supplied to the voice recognition server 2021, and the voice data is recognized and converted into text by the voice recognition unit 20210 of the voice recognition server. (8) and (9) are transmitted to the validity confirmation unit 2011C of the recognition result as text data (10) through the check sheet processing unit 2011B.

  The minor error information writing unit 20127 writes the minor error information of the validity confirmation unit 2011C of the recognition result in the error content DB 20111 of the error processing unit 2011E.

  The write completion information transmission unit 20126 of the information transmission / recording unit 2011D sends information (12-1) indicating the completion of the minor error writing to the error information transmission / reception unit 20125 of the validity determination unit 20120.

  The processing status information recording / notification / text data transmission unit 20168 receives information indicating the processing status of the check sheet-specific processing means 2011B via the processing status recording and notification unit 20137, and the CE support information processing device of the CE support department 204 2040 is notified.

The processing status recording and notification unit 20137 has a function of recording the processing status in the processing status registration DB 20138, a function of notifying the CE support department 204 of the processing status, and text data of the processing status information in the check sheet data creating unit 201023. Notify
By recording the processing status and notifying the CE support department 204, the CE support department 204 can check the processing status.

  The error processing unit 2011E includes an error content registration DB 20131, an error detection system 20130, an error information notification unit 20132, and a check sheet data registration result reception / transmission unit 20134.

  The error content registration DB 20131 stores minor error information from the information transmission / recording unit 2011D and information indicating registration failure from the check sheet data registration result reception / transmission unit 20134.

The error detection system 20130 detects whether there is error information in the error content DB 20131.
When the error detection system 20130 detects a minor error or registration failure, the error information notification unit 20132 notifies the CE support department 204 of the error content h.

  The error detection system 20130 refers to the information in the error content registration DB 20131 periodically (for example, once / 30 seconds), and detects a minor error or registration failure to the CE support department 204 via the error information notification unit 20132. Notice.

The check sheet data registration result receiving unit / sending unit 20140 indicates whether the check sheet data registration unit 20314 of the schedule server has successfully registered or failed to register the check sheet data in the check sheet data registration DB 20313 (j). The registration success / failure is determined, and information indicating the registration success / failure is output to the registration result mail transmission unit 20130.
Information indicating registration failure is output to the error content registration DB 20131.

  The check sheet data creation unit 20103 receives the text data of the voice transmitted and received between the CE communication terminal device 10 and the voice response / reception 20116 from the processing status recording and notification unit 20137. Then, check sheet data corresponding to the CE work check sheet 101 (virtual check sheet including text data based on sound from the CE) is created from the text data.

The check sheet data created by the check sheet data creation unit 20123 is sent to the schedule server 2031. Then, the data is registered in the check sheet data registration DB 20313 by the check sheet data registration unit 20314.
When a serious error is detected by the validity confirmation unit 2011C of the recognition result, check sheet data creation by the check sheet data creation unit 20113 is stopped. At this time, the check sheet data cannot be registered in the check sheet data registration DB 20313.

  With the above configuration, each function of validation of speech recognition results in the reading function, creation of check sheet data, registration of check sheet data and recording of validation results and processing status, notification to related parties, etc. It is possible.

FIG. 7 is a diagram illustrating an example of a work check sheet for each case work.
The work check sheet 101 corresponds to the work target device specified by the above-described item number. For example, the work check sheet 1 is determined when the work target device specified by the case number is 1, and the work check sheet 2 is determined when the work target device specified by the case number is 2. That is, if the case number is designated from the CE communication terminal 10, the case information and the work check sheet 101 can be determined.

  The work check sheet 101 is formatted as shown in FIG. 7, for example.

  The work check sheet 101 includes columns for a work information check item 1011, a check content 1012, a check result 1013, and the like.

  Check items 1011 are “confirmation before work”, “confirmation during work”, “confirmation after work”, “confirmation of completion”, and the like. The check contents 1012 are “pre-work confirmation contents 1 to 6”, “in-work confirmation contents 1 to 7”, “post-work confirmation contents 1 to 6”, “final confirmations 1 to 4” and the like corresponding to each item. .

Check results 1013 are “○”, “×”, “OK”, “NG”, “Used”, “Not used”, “Contact name”, “Yes”, “No”, “Device number”, Symbols, symbols, and characters indicating the check result by CE, such as “number used”, “number collected”, “re”, “confirmation method”.
Therefore, on the CE communication terminal 10 side, it is sufficient to respond to the question voice from the voice recognition control system by voice input such as “maru”, “bat”, “ok”,. Thereby, reading in the voice recognition control system is possible.

Here, as described above, when a generally known IVR system is directly applied to a work check sheet reading / registration system, there are problems such as reliability.
Therefore, the IVR system cannot be used effectively for such maintenance work completion reception work, and the merit thereof cannot be enjoyed.

  In order to solve such problems, the present invention, as described above, recognizes the speech of information related to the work check sheet by the CE and converts it to text, and based on the text information (text data) of the speech recognition system. A work check sheet reading / registration system is configured by a voice recognition control system having a check sheet data creation function for creating check sheet data corresponding to a work check sheet by CE.

  In addition, the speech recognition control system of the work check sheet reading / registration system has a validity check function for checking whether there is a logical contradiction in the check result, and if an error is detected in the validity check function, the degree of the error A judgment function such as

Then, the work check sheet reading / registration work by CE, that is, verbal reading between the CE communication terminal and the system is automated, and error detection in the automation, for example, check omission by CE or logical contradiction of check result , CE and the system will be detected accurately.
Further, the error detection is notified to the CE communication terminal, the CE support department, or the like.
Thus, the check result (work information) of the work check sheet reported by the CE through self-reporting can be self-checked, and check sheet data can be automatically created and registered.

FIG. 8 is a diagram showing processing steps of the check sheet specifying means by item work of the control server of the present invention.
The control server 2011 of the speech recognition control system 201 further includes the following steps as the previous steps.

(Step 01)
A caller number / case number receiving step for receiving a caller number / case number from the communication terminal side,
(Step 02)
A caller ID search step for searching a caller ID;
(Step 03)
Determining whether the caller ID is registered;
(Step 04)
If there is no caller ID, disconnect the line for reading the question and reply voice;
(Step 04)
A step of determining the presence or absence of the case number information if there is a caller number;
(Step 05-1)
If there is no matter number information, transmitting to the communication terminal side a transfer voice guidance for transfer to an operator of a support department that supports the worker;
(Step 05-2)
Transferring the line transfer to the operator;
(Step 05-3)
If there is matter information, the step of identifying the work check sheet for each matter work,
(Step 05-4)
Starting the reading of the question and answer by voice based on the check sheet.

FIG. 9 is a diagram showing processing steps of the work check sheet reading / registration method of the present invention.
In the figure, the control server 2011 of the voice recognition control system 201 has the following steps. Then, through these steps, a question regarding the work content of the work check sheet and a response voice are read together with a communication terminal having a telephone function, and the check content of the work check sheet is used as text data, and the text data A function for creating check sheet data and registering it in the recording means is realized.

(Step 1)
A voice response / reception step in which the question and response are read together with the communication terminal by voice;
(Step 2)
Recognizing the voice as text data;
(Step 3)
Creating check sheet data relating to the work content of the work check sheet from the text data of the voice recognition server, and registering it in a DB;
(Step 4)
A validity determination step of determining the presence or absence of an error based on the text data based on the absence of a check and / or the presence or absence of a logical contradiction in the content of the check in the voice reading by the voice response / reception unit;
(Step 5)
In the validity determination step, if there is an error, an error degree determination step for determining the degree of the error,
In the case of minor error determination in the error degree determination step,
(Step 6)
Performing the reading by repeating the number of questions;
In the case of minor error determination in the error degree determination step,
(Step 6-1)
A step to continue reading as many questions as possible,
(Step 6-2)
Recording the minor error information in a recording means;
(Step 6-3)
A step of repeating the reading by the number of questions;
(Step 6-4)
Notifying a reading completion message at the end of the reading;
If there is a record of minor errors,
(Step 6-5)
If there is a step to notify that by voice, or a record of a minor error,
(Step 6-6)
Transferring a reading line with the communication terminal side to an operator side of a support department that supports a worker on the communication terminal side;
(Step 6-7)
Disconnecting the reading line.
In the error degree determination step, in the case of a severe error determination,
(Step 7-1)
A step of notifying that by voice,
(Step 7-2)
Transferring a reading line with the communication terminal side to an operator side of a support department that supports a worker on the communication terminal side;
(Step 7-3)
In the error degree determination step, in the case of a severe error determination, the step of canceling the reading of the question and answer voices.

  FIG. 10 is a processing sequence diagram for explaining transmission and reception of data (voice) between the CE communication terminal and the voice response unit / reception unit of the voice recognition control system, and FIGS. 11 to 15 show processing flows of the respective units. It is.

Hereinafter, the processing flow of the present system will be described with reference to FIGS.
First, in FIGS. 1 to 5 and 10, the CE accesses the schedule DB 20311 of the schedule server 2031 via the CE communication terminal 10, and schedule information including the case number of the DB is sent to the schedule information providing unit (Web). To get through.
The provision of the schedule information is performed to the CE via the CE communication terminal 10 by, for example, a schedule information providing unit (Web) 20310 having a wireless communication function.

  Next, the CE that has received the schedule information performs operations such as maintenance, inspection, and repair of a work target apparatus, for example, an automatic cash machine, based on the schedule information.

  When these operations are completed, the CE uses the CE communication terminal 10 to perform a check report on the work status to the system, that is, a work report for reading / registering a work check sheet with the system. .

  This work report is made by the CE communication terminal 10 based on the check result by the CE using the work check sheet 101 determined in advance corresponding to the work target device specified by the case number.

That is, the CE uses the CE communication terminal 10 to connect to the voice recognition control system 201 of the work check sheet reading / registration system 20 via the communication network 30, and the CE communication terminal 10 connects to the voice recognition control system 201. Then, the check result of the work check sheet 101 is reported by voice input.
This work report is performed, for example, according to the following procedure.

First, in step S1012, the CE sends a caller number / case number from the CE communication terminal 10 to the case work-specific check sheet specification processing unit 2011A of the speech recognition control system 201.
At this time, the voice recognition control system 201 receives the caller number / case number in step S20111.

Next, in step S20112, the caller ID is searched.
As a result of the search, if the caller ID is not registered on the system side in step S20113, voice guidance to that effect is given to the CE communication terminal 10. For example, a sound such as “No registration” is transmitted. Thereafter, in step S20118, the line is disconnected.
If the caller number is registered, in step 2011114, the case number is sent to the schedule system 203 side.

  In step S2031, the schedule system 203 searches for the case information in the case information registration DB based on this case number, and sends the result (case information presence / absence information) to the voice recognition control system 210 side.

In step S20115, the speech recognition control system 201 determines the presence / absence of item information.
If there is no item information in step S20115, a voice guidance to that effect is given. For example, a voice such as “I transfer to the operator” is transmitted. Thereafter, in step S20118, the line is disconnected.
If there is item information, the item information is received from the schedule system 203 in step S20116.
Next, in step S20117, a check sheet determination process (see FIG. 11) is performed based on the case information.

  Next, transmission / reception of data (voice) between the CE communication terminal 10 and the voice recognition control system 201 based on the check sheet-specific processing means will be described.

In FIG. 11, in step S2011B1, the voice recognition system 201 sends the voice guidance data (1) indicating that reading is started to the voice response / reception unit 20116. Then, the voice response / reception unit 20114 performs voice guidance (2) based on the voice guidance data to the CE communication terminal 10 side.
For example, a voice message “This is XXX. General reading of automatic machine with customer code AAA will start” is sent to the CE communication terminal 10 side.

  Subsequently, in step S2011B2, the check sheet-specific processing unit 2011B and the voice response / reception unit 2011 send the question voice data to the CE communication terminal 10 side. For example, as a first question, a question (3) with a voice of “What is No. 1” is performed.

  If there is a response to the question from the CE communication terminal 10 side, for example, a response (4) or (5) by voice “Maru” meaning OK, the check sheet processing unit 2011B and the voice response / reception unit 2011 In S2011B3, the responses (4) and (5) are received.

  Next, in step S2011B4, the check sheet-specific processing unit 2011B sends the response voices (6) and (7) to the voice recognition system 202 side via the information transmission / recording unit 2011D.

  In step S2011B5, text data (8), (9), and (10) of response voice are received from the voice recognition system 202 side. Further, this text data is transmitted to the validity checking means 2011C.

In step S2011C1, the validity checking unit 2011C receives the text data and checks the validity.
That is, in step S2011C2, validity (check omission, logic contradiction) is determined.

  As a result, when it is determined that there is validity and there is no error (11-1), the check sheet specific processing means 2011B receives information indicating no error in step S2011B6, and the information is voice response / reception means. Send to 2014.

In step S20111, the voice response / reception unit 20116 receives error-free information, sets the next question, and sends the question to the CE communication terminal 10 side.
Hereinafter, steps S2011B to S2011B6 are repeated according to the number of questions.

If it is determined in step S2011C2 that there is no validity, the degree of error (mild / severe) is determined in step S2011C3.
If the result of the determination is that there is a minor error, the validity checking means 2011C sends the information at the time of the minor error to the information transmission / recording means 2011D, and performs the process (A) in FIG.

  In FIG. 12, the information transmission / recording unit 2011D sends the minor error information to the minor error information writing unit 20127 in step 2011D1.

  In step S2011D3, the writing unit 201227 writes the minor error information in the error content registration DB 20131. When the writing is completed, the completion of writing is notified to the validity checking unit 2011C in step S2011D4.

  The validity checking unit 2011C receives the write completion information in step S2011C4, and transmits the minor error information to the check-specific processing unit 2011B in step S2011C5.

The check sheet-specific processing unit 2011B sends the minor error information (14-2) to the voice response / reception unit 20114.
The voice response / reception unit 20114 makes the following question “What is the number 1.2?” To the CE communication terminal 10 side.

In step S2011C3, in the case of a severe error, the validity confirmation unit 2011C sends information on the severe error to the check sheet-specific processing unit 2011B, and performs the process (B) in FIG.
That is, the check sheet-specific processing unit 2011B receives the severe error information in step S2011B7, and sends the severe error voice guidance data (14-2) to the voice response / reception unit 2011.

  In step S201162, the voice response / reception unit 20116 receives the severe error voice guidance data and sends the severe error voice guidance to the CE communication terminal 10 side. For example, a voice guidance saying “Here, XX has a problem and will be transferred” is transmitted.

Thereafter, the line transfer processing unit 20122 transfers the line to the CE support department 204 side.
When a serious error occurs in this way, reading is stopped (steps S20113 / S2011B8).

Next, with reference to FIG. 14, a processing procedure when there is an utterance for the final inquiry from the CE communication terminal 10 will be described.
In the figure, a voice input such as “check” is received as an utterance from the CE communication terminal 10 in response to the final inquiry of the voice response unit / reception unit 20114 (step S1014).

If there is an error in the above-described reading process, the voice response unit / reception unit 20114 sends a result message for all check items to the CE communication terminal 10 side in step S20114.
For example, if there is a minor error, a voice message stating “I will transfer because there is a defect in the check result” is sent to the CE communication terminal 10.

If there is no minor error, a reading completion message is sent to the CE communication terminal 10 side in step S201165.
For example, a voice message “Reading of the check sheet is complete” is sent to the CE communication terminal 10 (S step 201165).
Thereafter, the line is disconnected, and the work check sheet reading / registration process is terminated.

  Next, with reference to FIG. 15, each processing information of the processing status in the speech recognition control system will be described.

  In FIG. 10, the information transmission / recording unit 2011D receives information indicating the processing status of the check sheet-specific processing unit 2011B in step S2011D6, and sends it to the processing status recording and notification unit 2011D / 20177.

  The processing status recording and notification unit 20137 records the processing status in step S2011D7. Further, the text data is transmitted to the check sheet data creating means, and the processing status is notified to the CE support department 204.

  In step S2011D8, the CE support department 204 receives error information from the check sheet specific processing means 2011B and transfers the line.

In step S201231, the check sheet data creation unit 20123 receives the text data and creates check sheet data based on the data.
The check sheet data is output to the check sheet data registration unit 20314.

  If the check sheet data is correctly created by the check sheet data creation unit 20123, the check sheet data registration unit 20314 regards the check sheet data as complete and registers it in the check sheet data registration DB 20313.

  The check sheet data registration unit 20313 registers check sheet data, but if a severe error is detected during check sheet data creation, the check sheet data registration unit 20313 is canceled at that stage, so the check sheet data is registered. I can't.

  The check sheet data registration result reception / transmission unit 20130 receives the check sheet data registration result. For example, if the registration is not completed within a predetermined time, the check sheet data registration result is regarded as registration failure and the information is written in the error content DB 20131. . Further, the registration success / failure information of the check sheet data is sent to the registration result receiving unit (email) 20130.

According to the present embodiment described above, the following effects can be expected.
By only the CE operation, check sheet data can be automatically created and registered in the check sheet data registration DB, and self-checking can be performed. As a result, the processing work of the operator on the CE support department 204 side can be reduced.

  In addition, this system is provided with a recognition result validity check unit 2011C, which enables checking of validity (error) of speech recognition results related to work information, thereby creating and registering check sheet data by CE, etc. It is possible to check whether there is an error in the processing, or the validity of the check sheet work information (work contents of each check item), and accurately notify the CE of the processing status via the CE communication terminal. can do.

  The CE can accurately and appropriately create and register check sheet data by checking the processing status (self-check).

  Further, by automatically notifying the operator of the CE support department of the processing status, the CE can be alerted. For example, when the work of A is carried out, even if the work of B, which is closely related to the work of A, also occurs, but the work of B is not carried out, this is automatically detected and the CE support department is identified. This makes it possible to cause the CE to perform error correction.

  Further, by providing an error degree determination unit in the validity check unit 2011C of the recognition result, it is possible to cope with an error.

  In addition, when the recognition result validity check unit 2011C detects a minor / severe error, the error can be corrected appropriately by transferring the line to the CE support unit 204.

  By configuring the recording unit to record the voice (response content) between the CE communication terminal 10 and the control server 2011, by reproducing the voice, the response status between the two can be confirmed, It is possible to check whether this system is an error.

  Any system that requires verbal reading between the communication terminal carried by the CE and the present system is applicable.

10 CE Communication Terminal 20 Work Check Sheet Reading / Registration System 201 Speech Recognition Control System 2011 Control Server 2011A Case Work-Specific Check Sheet Specification Processing Unit 201110 Case Number Receiving Unit 20111 Case Number Sending Unit 20113 Case Information Receiving Unit 20114 Check Sheet Discrimination Model Name DB
2011B Check sheet-specific processing means 20115 Check sheet-specific processing flow / voice guidance data DB
2011 Voice response / reception means 2011C Recognition result validity check unit 20120 Validity check unit 2011D Information transmission / recording unit 2011E Error processing unit 20121 Voice information / recognition result information transmission unit 20122 Line transfer processing unit 20123 Check sheet data creation unit 20124 Error degree determination unit 20125 Error information transmission / reception unit 20126 Write completion information transmission unit 20127 Minor error information writing unit 20128 Processing status information recording / notification & text data transmission unit 20133 Error detection system 20131 Error content registration DB (registration failure / minor)
20132 Error information notification unit 20137 Processing status recording and notification unit 20140 Check sheet data registration result reception / transmission unit 202 Speech recognition system 2021 Speech recognition server 20210 Speech recognition unit 20211 Speech recognition dictionary DB
20213 Voice DB
20214 Voice recording unit 203 Schedule system 2031 Schedule server 20310 Schedule information providing unit (transmission unit)
20311, 20312 Schedule DB and item information DB
20313 Check sheet data registration DB
20314 Check sheet data registration unit 204 CE support department 205 Dispatch department 206 Telephone exchange 30 Communication network

Claims (3)

Check the work contents of the work check sheet with a communication terminal that has a telephone function, and read the question and answer voices, and use the check contents of the work check sheet as text data to create check sheet data from the text data A work check sheet reading / registering method for registering in a recording means and comprising the following steps:
(1) a voice response / reception step for reading the question and answer with the communication terminal by voice;
(2) creating check sheet data relating to the work content of the work check sheet from the text data of the voice recognition server and registering it in a DB;
(3) A validity determination step of determining the presence or absence of an error based on the text data based on the absence of a check and / or the presence or absence of a logical contradiction in the content of the check in the voice reading by the voice response / reception means.
(4) In the validity determination step, if there is an error, an error degree determination step for determining the degree of the error;
(5) In the error degree determination step, in the case of a minor error determination, the reading is performed by repeating the number of questions.
(6) In the error degree determination step, in the case of a minor error determination, a step of recording information on the minor error in a recording unit;
(7) In the error degree determination step, in the case of a severe error determination, a step of notifying that by voice,
(8) In the case of a severe error determination in the error degree determination step, the reading of the question and the response by voice is stopped, and the reading line with the communication terminal side is set as a support department that supports the worker on the communication terminal side. Step to transfer to the operator side. In the work check sheet reading / registration method according to claim 1,
(9) A caller number / case number receiving step for receiving a caller number / case number from the communication terminal side;
(10) A step of searching for a caller ID for searching for a caller ID and determining whether or not a caller ID is registered;
(11) If there is no caller ID, disconnecting the line for reading the question and reply voice;
(12) If there is a caller number, the step of determining the presence or absence of the case number information;
(13) When there is no case number information, a step of transmitting to the communication terminal side a transfer voice guidance for transfer to an operator of a support department that supports the worker;
(14) If there is case information, the step of identifying the work check sheet for each case work and starting to read the question and reply by voice based on the check sheet;
An operation check sheet reading / registration method characterized by comprising: Check the work contents of the work check sheet with a communication terminal that has a telephone function, and read the question and answer voices, and use the check contents of the work check sheet as text data to create check sheet data from the text data And a work check sheet reading / registration system to be registered in the recording means,
Comprising a voice recognition control system including a control server that reads the question and answer by voice and a voice recognition server that creates the check sheet data from text data obtained by recognizing the voice;
The control server
Voice response / reception means for reading the question and reply with the communication terminal by voice;
Check sheet data creating means for creating check sheet data related to the work content of the work check sheet from the text data of the voice recognition server, and registering in the DB;
Based on the text data, the presence or absence of an error is determined based on whether or not there is a check omission and / or logical contradiction in the contents of the check in the voice reading by the voice response / reception means, and the check omission and / or the logical inconsistency of the check contents. If there is a validity check means for determining the degree of error,
Receiving a determination result of the validity checking means, and processing means for each check sheet that performs the following processing,
The check sheet-specific processing means includes:
In the validity checking means, when it is determined that there is no error and a minor error, the reading is performed by repeating the number of questions, and when it is determined as a minor error, the information on the minor error is recorded in the recording means,
If it is determined as a serious error, the fact is notified by voice via the voice response / reception means. If it is determined as a serious error, reading by the voice response / reception means is stopped, and the communication terminal side The operation check sheet reading / registration system, wherein the communication line is transferred to the operator side of the support department supporting the worker on the communication terminal side.

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