JP2017167620A - Information processing device, information processing method, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To support improvement of a manual of a service provided relating to equipment.SOLUTION: An information processing device comprises: a tabulation part for, by referring to a first storage part in which each time an event occurs relating to a service provided in cooperation with equipment connected via a network, identification information related to the event is stored, a second storage part in which each time manual content related to the service is referenced, identification information related to the referenced manual content is stored, and a third storage part in which each time an inquiry is made from a user of the service, identification information related to the inquiry is stored, tabulating occurrence frequency of the event related to each identification information and reference frequency of the manual content related to each identification information and inquiry frequency related to each identification information; and an output part for outputting a tabulation result by the tabulation part.SELECTED DRAWING: Figure 3

Description

  The present invention relates to an information processing apparatus, an information processing method, and a program.

  A user of a device attempts to solve the problem by referring to a manual or inquiring a call center when a problem occurs in a service provided for the device. Generally, if a problem can be solved by a manual, the call center is not inquired. In other words, it is considered that the inquiry to the call center relates to a problem that is difficult to solve even with reference to the manual. Therefore, it is considered that the call center can grasp what kind of problem is difficult to solve even by referring to the manual. That is, at the call center, if it is described in the manual, it can be understood what kind of information is useful for the user.

  However, in many cases, the manual creator and the call center operator belong to different organizations and are not familiar with each other. Therefore, there is a possibility that the information grasped in the call center is not fed back to the creator of the manual and the content of the manual is not improved in the revision of the manual accompanying the release of a new product or the like. As a result, the user struggles to solve the same problem as before the manual revision, and the call center may repeatedly receive inquiries regarding the same problem as before the manual revision.

  The present invention has been made in view of the above points, and an object of the present invention is to support improvement of a service manual provided for devices.

  Accordingly, in order to solve the above-described problem, the information processing apparatus includes a first storage unit that stores identification information related to an event for each event that occurs with respect to a service provided in cooperation with a device connected via a network. Each time manual content related to the service is referred to, a second storage unit that stores the identification information related to the referenced manual content; and for each inquiry from a user of the service, And the third storage unit in which the identification information is stored, for each of the identification information, the number of occurrences of the event related to the identification information, and the number of times the manual content is related to the identification information A counting unit that counts the number of inquiries related to the identification information, an output unit that outputs a counting result by the counting unit, A.

  Can help improve the documentation of services provided for equipment.

It is a figure which shows the structural example of the information processing system in 1st Embodiment. It is a figure which shows the hardware structural example of the service provision apparatus in 1st Embodiment. It is a figure which shows the function structural example of the information processing system in 1st Embodiment. It is a figure for demonstrating the input method of a manual display instruction | indication, the display format of a manual, etc. FIG. It is a sequence diagram for demonstrating an example of the process sequence which the service provision apparatus in 1st Embodiment performs. It is a figure which shows the structural example of operation information management DB. It is a figure which shows the structural example of inquiry management DB. It is a figure which shows the structural example of reference history DB. It is a figure which shows an example of a total result. It is a figure which shows the function structural example of the information processing system in 2nd Embodiment. It is a sequence diagram for demonstrating an example of the process sequence which the service provision apparatus in 2nd Embodiment performs. It is a sequence diagram for demonstrating an example of the process sequence which the service provision apparatus in 3rd Embodiment performs. It is a figure which shows an example of the display layout of a manual content.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings. FIG. 1 is a diagram illustrating a configuration example of an information processing system according to the first embodiment. In the information processing system 1 shown in FIG. 1, the service providing environment E1 can communicate with the user environment E2, the call center E3, and the like via a wide area network such as the Internet.

  The service providing environment E1 is a system environment in an organization that provides a cloud service via a network. However, the present embodiment may be applied to a service provided via a network, such as a service provided by an ASP (Application Service Provider) or a Web service.

  The service providing environment E1 includes the service providing device 10, the management terminal 50, and the like. The service providing apparatus 10 provides a predetermined service via a network. The predetermined service is a service realized by cooperation with the image forming apparatus 20a in the user environment E2. For example, when image data scanned in the image forming apparatus 20a of the user environment E2 is uploaded to the service providing apparatus 10, there is a service that the service providing apparatus 10 stores in a storage destination set in advance for the image forming apparatus 20a. May be provided. In addition, the service providing apparatus 10 transmits document data, image data, or a print job uploaded from the smart device 20b or the PC 20c to the service providing apparatus 10 to the image forming apparatus 20a in response to a request from the image forming apparatus 20a. Then, a service that causes the image forming apparatus 20a to execute printing related to the document data or the like may be provided.

  The management terminal 50 is a terminal used by the administrator of the service providing apparatus 10.

  The user environment E2 is a system environment in an organization such as a user company of the image forming apparatus 20a. In FIG. 1, the user environment E2 includes an image forming apparatus 20a, a smart device 20b, a PC 20c (Personal Computer), and the like. The PC 20c is a terminal used by a device administrator in the user environment E2.

  The call center E3 is a call center that receives an inquiry from the user in the user environment E2 regarding the service provided by the service providing apparatus 10. The call center E3 includes an inquiry management device 30. The inquiry management device 30 is a computer system that manages inquiry contents, answer contents, and the like for each inquiry received by each operator in the call center E3.

  FIG. 2 is a diagram illustrating a hardware configuration example of the service providing apparatus according to the first embodiment. 2 includes a drive device 100, an auxiliary storage device 102, a memory device 103, a CPU 104, an interface device 105, and the like, which are mutually connected by a bus B.

  A program for realizing processing in the service providing apparatus 10 is provided by a recording medium 101 such as a CD-ROM. When the recording medium 101 storing the program is set in the drive device 100, the program is installed from the recording medium 101 to the auxiliary storage device 102 via the drive device 100. However, the program need not be installed from the recording medium 101 and may be downloaded from another computer via a network. The auxiliary storage device 102 stores the installed program and also stores necessary files and data.

  The memory device 103 reads the program from the auxiliary storage device 102 and stores it when there is an instruction to start the program. The CPU 104 executes functions related to the service providing apparatus 10 according to a program stored in the memory device 103. The interface device 105 is used as an interface for connecting to a network.

  The service providing apparatus 10 may include a plurality of computers each having hardware as shown in FIG.

  FIG. 3 is a diagram illustrating a functional configuration example of the information processing system according to the first embodiment. In FIG. 3, the inquiry management device 30 has an inquiry management DB 31. The inquiry management DB 31 is a knowledge base system for responding to an inquiry from a user regarding a service provided by the service providing apparatus 10. For example, the inquiry management DB 31 stores information (hereinafter referred to as “inquiry information”) that includes an inquiry that has occurred in the past and an answer made to the inquiry in association with each other.

  On the other hand, the service providing apparatus 10 includes a server application 11, a management site 12, a content management unit 13, an operation information acquisition unit 14, an inquiry information acquisition unit 15, an analysis unit 16, an output unit 17, and the like. Each of these units is realized by processing that one or more programs installed in the service providing apparatus 10 cause the CPU 104 to execute. The service providing apparatus 10 also uses an operation information management DB 121, a content DB 122, a reference history DB 123, a collection information DB 124, and the like. Each of these databases can be realized using the auxiliary storage device 102, for example.

  The server application 11 is an application installed on the service providing apparatus 10 side in order to provide a service in cooperation with the image forming apparatus 20a and the smart device 20b in the user environment E2. FIG. 3 shows an image forming apparatus application 11a and a smart device application 11b as examples of the server application 11.

  The image forming apparatus application 11a is an application group that executes processing in cooperation with an embedded application in the image forming apparatus 20a. For example, when the image forming apparatus application 11a receives image data scanned by the image forming apparatus 20a in the user environment E2, the image forming apparatus application 11a includes an application that stores the image data in a preset storage destination. In response to a request from the image forming apparatus 20a, an application that transmits document data, image data, a print job, or the like uploaded from the smart device 20b or the PC 20c to the image forming apparatus 20a is sent to the image forming apparatus application 11a. May be included.

  The smart device application 11b is an application group that executes processing in cooperation with an embedded application in the smart device 20b. For example, the smart device application 11b may include an application that accepts uploading of document data, image data, or a print job from the smart device 20b.

  Each server application 11 stores information (hereinafter referred to as “operation information”) including the status, usage status, error occurrence status, job execution result, and the like in the operation information management DB 121. Therefore, a history of operation information is accumulated in the operation information management DB 121.

  Each server application 11 may be implemented as a Web application that uses a Web page as an interface. In this case, a dedicated or general-purpose web browser may be used in the image forming apparatus 20a and the smart device 20b.

  The management site 12 receives setting of information related to the user. For example, the management site 12 accepts settings related to tenants, settings related to individual users, settings related to licenses, settings of setting information related to the server application 11, and the like. A tenant is a concept corresponding to a contractor regarding the use of a service provided by the service providing apparatus 10, and corresponds to one user environment E2 in the present embodiment. As an example of settings related to a tenant, settings related to the ID for each tenant, the name of the tenant, and the like can be given. An individual user is an individual user belonging to any tenant. As an example of the setting related to the individual user, setting of a user ID, a password, and a mail address can be given.

  The content management unit 13 manages manual content stored in the content DB 122. For example, when display of a manual is instructed by an operation of a user who is using a service provided by the service providing apparatus 10, the content management unit 13 displays a manual corresponding to the identifier included in the instruction in the content DB 122. And then present it to the user.

  FIG. 4 is a diagram for explaining a manual display instruction input method, a manual display form, and the like. In FIG. 4, (1) shows a state in which an error screen 510 related to some service (application) is displayed on the operation panel of the image forming apparatus 20a in the image forming apparatus 20a. The error screen 510 includes a simple countermeasure and a link 510L to manual content corresponding to the content of the error being displayed. When the link 510L is selected (touched or the like) by the user, an acquisition request for manual content including an identifier (for example, URL (Uniform Resource Locator) or the like) corresponding to the link 510L is sent from the image forming apparatus 20a to the content management unit 13. Sent to. The URL includes an event code related to the error being displayed. The event code is a code for identifying various events related to the service (application) provided by the service providing apparatus 10. An event is not necessarily an abnormality (error). For example, there is an event caused by a user's operation mistake.

  The content management unit 13 acquires the manual content corresponding to the identifier from the content DB 122, and transmits the manual content to the image forming apparatus 20a. As a result, the manual content 511 is displayed on the operation panel of the image forming apparatus 20a as shown in (1) of FIG.

  (2) shows a state in which an error screen 520 related to some service (application) is displayed on the operation panel of the smart device 20b in the smart device 20b. Also on the error screen 520, the manual content 521 is displayed on the smart device 20b by the same operation and processing procedure as in (1). The URL corresponding to the manual content 521 matches the URL corresponding to the manual content 511, but the content management unit 13 is based on information transmitted from the client (the image forming apparatus 20a or the smart device 20b) such as User-Agent. Thus, manual content suitable for the client is selected or generated. The manual content may be referred to from other devices such as the PC 20c.

  The content management unit 13 measures the display time (stay time) each time manual content is displayed (referenced). The content management unit 13 stores a record including an event code corresponding to the displayed manual content, a display start date and time, and an end date and time in the reference history DB 123. That is, the reference history DB 123 stores a record (reference history) for each display (reference) of manual content. Each record may include an evaluation of the manual content by a user who refers to the manual content. In this case, when displaying the manual content, an area for receiving an input of evaluation may be displayed. The evaluation may be input by, for example, selection from a plurality of candidates, or a numerical value indicating the score may be directly input.

  Returning to FIG. The operation information acquisition unit 14 acquires operation information from the operation information management DB 121 in response to a request from the analysis unit 16. The inquiry information acquisition unit 15 acquires the inquiry information stored in the inquiry management DB 31 in response to a request from the analysis unit 16.

  The analysis unit 16 executes aggregation processing and the like on the reference history stored in the reference history DB 123, the operation information acquired by the operation information acquisition unit 14, and the inquiry information acquired by the inquiry information acquisition unit 15. The output unit 17 generates report information based on the totaled result by the analysis unit 16. The report information is, for example, information that can specify manual content with a relatively high reference frequency, inquiries that require a long time for handling, and the like.

  Hereinafter, the process procedure which the service provision apparatus 10 performs is demonstrated. FIG. 5 is a sequence diagram for explaining an example of a processing procedure executed by the service providing apparatus according to the first embodiment. The processing procedure in FIG. 5 is executed, for example, in response to a request transmitted from the management terminal 50 in response to an instruction input by the administrator, or the arrival of periodic timing.

  In step S101, the analysis unit 16 requests the operation information acquisition unit 14 to acquire operation information (S101). In response to the request, the operation information acquisition unit 14 acquires operation information stored in the operation information management DB 121 (S102, S103).

  FIG. 6 is a diagram illustrating a configuration example of the operation information management DB. As shown in FIG. 6, the operation information management DB 121 stores operation information including date and time, an event code, a message, and the like for each event that has occurred with respect to the server application 11. The date and time is the date and time when the event occurred. The message is a message output by the server application 11 regarding the event.

  In steps S102 and S103, the date and time value is a predetermined period (for example, a period specified in a request from the management terminal 50, or a period from the previous acquisition of the operation information to the acquisition of the current operation information. ) May be acquired.

  Subsequently, the operation information acquisition unit 14 writes the acquired operation information in the collection information DB 124 (S104).

  Subsequently, the analysis unit 16 requests the inquiry information acquisition unit 15 to acquire inquiry information (S105). In response to the request, the inquiry information acquisition unit 15 acquires the inquiry information stored in the inquiry management DB 31 (S106, S107).

  FIG. 7 is a diagram illustrating a configuration example of the inquiry management DB. As shown in FIG. 7, the inquiry management DB 31 stores, for each inquiry, inquiry information including date and time, event code, inquiry contents, answer start date and time, answer end date and time, answer contents, availability of disclosure, and the like. .

  The date and time is the date and time when the inquiry was made. The event code is an event code displayed on the image forming apparatus 20a when the event related to the inquiry occurs. The inquiry content is the content of the inquiry. The inquiry content may include a function in which the event has occurred, an event occurrence frequency, an event reproduction procedure, a display message at the time of the event occurrence, and the like. Among the above items, the value of each item excluding the date and time is registered based on information given from the inquiry source user or the like.

  The answer start date and time is the date and time when work for answering an inquiry was started. The reply end date and time is the date and time when the work is completed. The response content is the content of the response to the inquiry. The disclosure permission / inhibition is information indicating whether to permit both the inquiry content and the response content to be disclosed. The value of the item after the answer start date and time is input by the operator who made the answer.

  In steps S106 and S107, the date and time value is a predetermined period (for example, the period specified in the request from the management terminal 50, or the period from the time when the previous inquiry information is acquired until the time when the current inquiry information is acquired). ) May be acquired.

  Subsequently, the inquiry information acquisition unit 15 writes the acquired inquiry information in the collection information DB 124 (S108).

  Subsequently, the analysis unit 16 acquires the reference history of manual content stored in the reference history DB 123 from the content management unit 13 (S109, S110).

  FIG. 8 is a diagram illustrating a configuration example of the reference history DB. As shown in FIG. 8, the reference history DB 123 stores a start date and time, an end date and time, a reference range, an event code, an evaluation, and the like for each manual content reference.

The start date / time is the reference start date / time. The end date / time is the reference end date / time. The reference range is information indicating a referenced range in the manual content. For example, if the manual content is referred to in units of pages, the page number may be the reference range. The event code is an event code related to the reference range. That is, the content DB 122 stores an event code associated with each reference range. The evaluation is an evaluation by the user referring to the manual content. For example, a score corresponding to an option selected by the user from the following options may be stored as an evaluation value when or after the manual content is displayed.
・ Solved: 3
・ Useful: 2
・ It did not help: 1
In the above, the numerical value following “:” is the score.

  In steps S109 and S110, the start date and time or the end time, or both the start time and the end time are predetermined periods (for example, the period specified in the request from the management terminal 50, or the previous reference history acquisition time) To a reference period included in the current reference history may be acquired.

  Subsequently, the analysis unit 16 writes the acquired reference history in the collection information DB 124 (S111). Subsequently, the analysis unit 16 acquires information (hereinafter referred to as “collection information”) written in the collection information DB 124 in steps S104, S108, and S111 (S112, S13).

  Subsequently, the analysis unit 16 aggregates the collected information (operation information, inquiry information, reference history) for each event code, and associates the aggregation result for each event code (S114).

  FIG. 9 is a diagram illustrating an example of a total result. In FIG. 9, regarding the operation information, the number of occurrences is totaled for each event code. The number of occurrences can be obtained by counting the number of operation information (number of records) for each event code.

  For the reference history, the reference count, staying time, and evaluation are tabulated for each event code. The number of references can be obtained by counting the number of reference histories (number of records) for each event code. The staying time is a value calculated from the end date / time to the start date / time for the reference history. An average value for each event code with respect to this value is used as a total result of staying time. For the evaluation, the average value of the evaluation is taken as the total result for each event code.

  For the inquiry information, the number of inquiries and the total support time are tabulated for each event code. The number of inquiries can be obtained by counting the number of inquiry information (number of records) for each record. The total support time can be obtained by calculating the sum of the answer end date and the answer start date for each event code.

FIG. 9 shows an example in which “cost estimation” is also calculated for each event code. The cost here is, for example, the cost required to answer an inquiry related to the event code. Therefore, for example, regarding the inquiry information (FIG. 7), the following values may be calculated for each record, and the result of calculating the sum of the values for each event code may be the value of the cost trial calculation.
(Answer end date-answer start date) x answer unit price Here, the answer unit price is a unit price (personnel cost) for an answer per unit time.

  Subsequently, the output unit 17 generates a report screen including the counting result (S115). The output unit 17 transmits the report screen to the management terminal 50, for example. As a result, a report screen is displayed on the management terminal 50. In the report screen, each line may be sorted according to the value of each item in FIG. For example, when sorting is instructed regarding the number of occurrences of operation information, each row may be sorted in descending order of the number of occurrences. An administrator in the service providing environment E1 can obtain useful information regarding improvement of manual content and the like by browsing such a report screen. For example, in FIG. 9, it may be determined that a range corresponding to an event code with a relatively large number of occurrences (range of manual content) is a range that needs improvement. Alternatively, it may be determined that the range corresponding to an event code having a relatively large value of the number of inquiries of inquiry information or the total support time is a range requiring improvement. Furthermore, it may be determined that the range corresponding to an event code with a relatively large cost estimate is a range that needs to be improved.

  As described above, according to the first embodiment, it is possible to support improvement of a manual of a service provided for a device.

  Next, a second embodiment will be described. In the second embodiment, differences from the first embodiment will be described. Therefore, points not particularly mentioned may be the same as those in the first embodiment.

  FIG. 10 is a diagram illustrating a functional configuration example of the information processing system according to the second embodiment. 10, the same parts as those in FIG. 3 are denoted by the same reference numerals, and the description thereof is omitted. In FIG. 10, the service providing apparatus 10 includes a mail delivery unit 18. The mail distribution unit 18 distributes an electronic mail including a processing result by the analysis unit 16 to a transmission destination (addressed to a mail address) registered in advance. In the second embodiment, the analysis unit 16 specifies a range of manual content corresponding to an event code having a relatively large number of occurrences in the operation information.

  FIG. 11 is a sequence diagram for explaining an example of a processing procedure executed by the service providing apparatus according to the second embodiment.

  For example, the analysis unit 16 requests the operation information acquisition unit 14 to collect the operation information at a regular timing such as once a week (S201). In response to the request, the operation information acquisition unit 14 acquires operation information stored in the operation information management DB 121 (FIG. 6) (S202, S203). In steps S202 and S203, operation information including date and time values included in a predetermined period may be acquired. Subsequently, the operation information acquisition unit 14 counts the number of occurrences (occurrence number) of the acquired operation information for each event code (S204). Subsequently, the operation information acquisition unit 14 notifies the analysis unit 16 of the aggregation result (S205). It should be noted that the number of occurrences of operation information may be totaled by the analysis unit 16.

  Subsequently, the analysis unit 16 extracts an event code whose number of occurrences is equal to or greater than the threshold th1 from the total result (S206). Hereinafter, the extracted event code is referred to as “extracted code”. When there are one or more extraction codes, step S207 and subsequent steps are executed for each extraction code.

  In step S207, the analysis unit 16 acquires the manual content (range) corresponding to the extracted code from the content management unit 13 (S207, S208). For example, a page associated with the extraction code is acquired. Note that the content management unit 13 acquires a corresponding page from the content DB 122.

  Subsequently, the analysis unit 16 generates an e-mail that promotes improvement of the manual content (S209). The manual content acquired in step S208 is attached to the electronic mail. Subsequently, the analysis unit 16 requests the mail distribution unit 18 to transmit the electronic mail (S210). The mail delivery unit 18 transmits the electronic mail to a pre-registered mail address. In addition, the mail address for the person in charge corresponding to the event code may be stored in the auxiliary storage device 102 or the like in association with each event code. In this case, the analysis unit 16 may generate an e-mail so that the extracted code is included in the title or the like. The mail delivery unit 18 may refer to the extraction code included in the electronic mail to be transmitted and transmit the electronic mail to the mail address associated with the extraction code.

  In the above, the example in which the event code is extracted based on the number of occurrences of the event has been described, but the event code is based on the reference history reference count or stay time, or the inquiry information inquiry count or total support time. It may be extracted.

  As described above, according to the second embodiment, an improvement request for manual content corresponding to an event having a high occurrence frequency among events occurring in the server application 11 (that is, a provided service) is made. Automatically sent to the person in charge. As a result, the possibility of improving the manual can be increased.

  Next, a third embodiment will be described. In the third embodiment, differences from the first embodiment will be described. Therefore, points not particularly mentioned may be the same as those in the first embodiment.

  FIG. 12 is a sequence diagram for explaining an example of a processing procedure executed by the service providing apparatus according to the third embodiment.

  For example, the analysis unit 16 requests the inquiry information acquisition unit 15 to collect the inquiry information at a regular timing such as once a week (S301). In response to the request, the inquiry information acquisition unit 15 acquires the inquiry information stored in the inquiry management DB 31 (FIG. 7) (S302, S303). Note that in steps S302 and S303, inquiry information whose date and time values are included in a predetermined period may be acquired. Subsequently, the inquiry information acquisition unit 15 aggregates the number of inquiries and the total support time for the acquired inquiry information for each event code (S304). Subsequently, the inquiry information acquisition unit 15 notifies the analysis unit 16 of the aggregation result and each acquired inquiry information (S305). The number of inquiries and the total support time may be totaled by the analysis unit 16.

  Subsequently, the analysis unit 16 extracts an event code with the number of inquiries equal to or greater than the threshold th2 or the total support time equal to or greater than the threshold th3 from the aggregation results (S306). However, the extraction condition may be that the number of inquiries is equal to or greater than the threshold th2 and the total support time is equal to or greater than the threshold th3.

  Subsequently, the analysis unit 16 extracts inquiry information including any of the extracted event codes and indicating that the value of disclosure possibility can be disclosed from the inquiry information notified in step S305 (S307). ). If there is one or more extracted inquiry information, step S308 is executed for each extracted inquiry information.

  In step S308, the analysis unit 16 specifies the event code of the extracted inquiry information, the inquiry content, and the response content, and requests the content management unit 13 to update the manual content. In response to the request, the content management unit 13 adds the inquiry content and the response content to the manual content range corresponding to the event code as, for example, FAQ (Frequently Asked Questions).

  FIG. 13 is a diagram illustrating an example of a display layout of manual content. FIG. 13 shows an example in which the manual content display area is divided into a header area, a navigation area, a manual content area, and an FAQ area. Here, the inquiry content and the response content may be added to the FAQ area. In the FAQ area, each character string of the inquiry content and the response content may be directly added, or content including the inquiry content and the response content is separately generated, and a link to the content is added to the FAQ area. Also good.

  In step S304, the average value of the acquired inquiry information may be calculated for each event code. In step S306, an event code whose average value is equal to or less than the threshold th4 may be extracted.

  Alternatively, the event code may be extracted based on the number of occurrences of the event, the reference count of the reference history, or the stay time.

  As described above, according to the third embodiment, the manual content determined to be improved is automatically updated based on the inquiry information. As a result, it is possible to support the improvement of the manual of the service provided for the device.

  In each of the above embodiments, the service providing apparatus 10 is an example of an information processing apparatus. The operation information management DB 121 is an example of a first storage unit. The reference history DB 123 is an example of a second storage unit. The inquiry management DB 31 is an example of a third storage unit. The analysis unit 16 is an example of a counting unit and an extraction unit. The mail delivery unit 18 is an example of a transmission unit. The content management unit 13 is an example of an addition unit. The event code is an example of identification information.

  As mentioned above, although the Example of this invention was explained in full detail, this invention is not limited to such specific embodiment, In the range of the summary of this invention described in the claim, various deformation | transformation・ Change is possible.

DESCRIPTION OF SYMBOLS 1 Information processing system 10 Service provision apparatus 11 Server application 11a Image forming apparatus application 11b Smart device application 12 Management site 13 Content management part 14 Operation information acquisition part 15 Inquiry information acquisition part 16 Analysis part 17 Output part 18 Mail delivery part 20a Image formation Device 20b Smart device 20c PC
30 Inquiry Management Device 31 Inquiry Management DB
50 Management terminal 100 Drive device 101 Recording medium 102 Auxiliary storage device 103 Memory device 104 CPU
105 Interface device 121 Operation information management DB
122 Content DB
123 Reference history DB
124 Collected information DB
B bus

JP 2014-32659 A

Claims (6)

A first storage unit that stores, for each event that occurs with respect to a service provided in cooperation with a device connected via a network, identification information related to the event;
A second storage unit that stores the identification information related to the referenced manual content each time manual content related to the service is referenced;
For each inquiry from the user of the service, refer to the third storage unit that stores the identification information related to the inquiry,
For each of the identification information, a counting unit that counts the number of occurrences of the event related to the identification information, the number of times of reference to the manual content related to the identification information, and the number of times of the inquiry related to the identification information;
An output unit for outputting a totaling result by the totaling unit;
An information processing apparatus comprising: An extraction unit that extracts a part of the identification information among the plurality of identification information based on the occurrence count, the reference count, or the inquiry count;
A transmission unit that transmits manual content related to the extracted identification information to a transmission destination registered in advance;
The information processing apparatus according to claim 1, further comprising: The third storage unit stores, for each inquiry, the content of the inquiry and the content of an answer made in response to the inquiry,
An additional unit for adding the content of the inquiry related to the inquiry and the content of the answer to the manual content related to the identification information related to the inquiry stored in the third storage unit;
The information processing apparatus according to claim 1, further comprising: Based on the number of occurrences, the number of times of reference, or the number of times of inquiry, an extraction unit that extracts a part of the identification information of the plurality of identification information,
The adding unit adds the content of the inquiry and the answer related to the extracted identification information to the manual content related to the identification information.
The information processing apparatus according to claim 3. A first storage unit that stores, for each event that occurs with respect to a service provided in cooperation with a device connected via a network, identification information related to the event;
A second storage unit that stores the identification information related to the referenced manual content each time manual content related to the service is referenced;
For each inquiry from the user of the service, refer to the third storage unit that stores the identification information related to the inquiry,
For each of the identification information, a counting procedure for counting the number of occurrences of the event related to the identification information, the number of times of reference to the manual content related to the identification information, and the number of times of the inquiry related to the identification information;
An output procedure for outputting the aggregation results in the aggregation procedure;
An information processing method characterized in that a computer executes. A first storage unit that stores, for each event that occurs with respect to a service provided in cooperation with a device connected via a network, identification information related to the event;
A second storage unit that stores the identification information related to the referenced manual content each time manual content related to the service is referenced;
For each inquiry from the user of the service, refer to the third storage unit that stores the identification information related to the inquiry,
For each of the identification information, a counting procedure for counting the number of occurrences of the event related to the identification information, the number of times of reference to the manual content related to the identification information, and the number of times of the inquiry related to the identification information;
An output procedure for outputting the aggregation results in the aggregation procedure;
A program that causes a computer to execute.

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