JP2018013817A - Information processing apparatus, remote support system and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To present a proper provider to a recipient on the basis of environmental information and operation history information of an information terminal device used by the recipient and provider of a remote support service.SOLUTION: A remote support assisting device 30 includes: an evaluation processing part 33 which generates evaluation information for each provider by analyzing provider information containing user information, a remote support tool name and security patch application information as environmental information, application accumulative operation time and function use frequency as operation history information acquired from a provider terminal 20 used by each provider of the remote support; a retrieval processing part 34 which extracts the optimum provider for a recipient by retrieving the evaluation information on the basis of recipient information containing user information, a remote support tool name as environmental information, and an application name and an application function name as operation history information acquired from a recipient terminal 10 used by the recipient of the remote support in response to an inquiry; and a provider presentation part 35 which presents the extracted provider to the recipient.SELECTED DRAWING: Figure 1

Description

  The present invention relates to an information processing apparatus, a remote support system, and a program.

  Today, the traditional company is a remote support service provider and the customer is the recipient of that service, and the customer is both a remote support provider and a remote support recipient. Is born. In such a system, when remote support is performed, communication between customers occurs, so the evaluation of remote support providers can be shared on social networking to increase the peace of mind of recipients of remote support. A technique has been proposed (for example, Patent Document 1).

JP 2014-215835 A

  An object of the present invention is to present an appropriate provider to a receiver based on environment information and operation history information of an information terminal device used by each receiver and provider of a remote support service.

  The information processing apparatus according to the present invention includes recipient information including environment information of a recipient information terminal device used by a recipient of a remote support of service and operation history information regarding an operation on the recipient information terminal device by the recipient. Recipient information acquisition means to be acquired, provider information generated for each provider of service remote support, and the provider information terminal device environment information used by the provider and the provider information by the provider Provider information acquisition means for acquiring provider information including operation history information related to operation on the terminal device, and presentation for presenting an appropriate provider from the receiver information and the provider information in response to an inquiry from the receiver And means.

  Further, the presenting means selects an appropriate provider from among the providers who use the provider information terminal device including the use environment of the recipient and perform the same operation as the recipient based on the recipient information. It is characterized by presenting.

  The provider information includes at least one of a support skill level, a security level, or an immediate response level of the provider, and the presenting means includes at least one of the support level, the security level, or the immediate response level of the provider. Based on one, it is characterized by presenting an appropriate provider.

  Further, the presenting means presents an appropriate provider based on the support skill level for each function included in the application as the support skill level.

  A remote support system according to the present invention includes a recipient information terminal device used by a recipient of service remote support, one or more provider information terminal devices used by a plurality of providers of service remote support, A remote support support device, wherein the remote support support device is related to the environment information of the recipient information terminal device used by the recipient of the remote support of the service and the operation by the recipient to the recipient information terminal device. Recipient information acquisition means for acquiring recipient information including history information, provider information generated for each provider of service remote support, and environment information of the provider information terminal device used by the provider; and A provider who obtains provider information including operation history information related to operations on the provider information terminal device by the provider And having a distribution obtaining unit, and a presentation means for presenting the appropriate provider from the provider information and the receiver information in response to an inquiry from the recipient.

  The program according to the present invention includes recipient information including environment information of a recipient information terminal device used by a recipient of a service remote support and operation history information regarding an operation of the recipient on the recipient information terminal device. Recipient information acquisition means for acquiring information, provider information generated for each provider of service remote support, environment information of the provider information terminal device used by the provider, and the provider information by the provider Provider information acquisition means for acquiring provider information including operation history information related to operations on the terminal device, and presentation means for presenting an appropriate provider from the receiver information and the provider information in response to an inquiry from the receiver To function as.

  According to the first aspect of the present invention, an appropriate provider can be presented to the recipient based on the environment information and operation history information of the information terminal device used by each recipient and provider of the remote support service. .

  According to the second aspect of the present invention, the provider can be extracted and presented from the providers who have used the provider information terminal device including the usage environment of the recipient and have performed the same operation as the recipient. .

  According to the third aspect of the present invention, it is possible to generate evaluation information for at least one of the support skill level, the security level, and the immediate response level of the provider.

  According to the fourth aspect of the present invention, evaluation information can be generated by subdividing the application skill level as the support skill level.

  According to the fifth aspect of the present invention, an appropriate provider can be presented to the recipient based on the environment information and operation history information of the information terminal device used by the recipient and the provider of the remote support service, respectively. .

  According to the sixth aspect of the present invention, an appropriate provider can be presented to the recipient based on the environment information and operation history information of the information terminal device used by each of the recipient and the provider of the remote support service. .

It is the block block diagram which showed one Embodiment of the remote support system which concerns on this invention. It is a hardware block diagram of the computer which forms the remote support assistance apparatus in this Embodiment. It is the figure which showed an example of the data structure of the user information registered into the recipient information storage part in this Embodiment. It is the figure which showed an example of the data structure of the operation history information registered into the recipient information storage part in this Embodiment. It is the figure which showed the example of a format of the application log collected in this Embodiment. It is the figure which showed an example of the data structure of the application log master information registered into the recipient master information storage part in this Embodiment. It is the figure which showed an example of the data structure of the remote support tool name master information registered into the recipient master information storage part in this Embodiment. It is the figure which showed an example of the data structure of the software installation information in this Embodiment. It is the figure which showed the example of the data structure of the recipient information description transmitted to a remote support assistance apparatus in this Embodiment. It is the figure which showed an example of the data structure of the information regarding the operation time of the application contained in the operation history information registered in the provider information storage part in this Embodiment. It is the figure which showed an example of the data structure of the information regarding the usage count of the application contained in the operation history information registered in the provider information storage part in this Embodiment. It is the figure which showed an example of the data structure of the security patch application status information contained in the operation history information registered in the provider information storage part in this Embodiment. It is the figure which showed an example of the data structure of the information contained in the provider information description transmitted to a remote support assistance apparatus in this Embodiment. It is the figure which showed an example of the data structure of the information regarding the accumulated operation time contained in the provider information description transmitted to a remote support assistance apparatus in this Embodiment. It is the figure which showed an example of the data structure of the security patch application status information contained in the provider information description transmitted to a remote support assistance apparatus in this Embodiment. It is the figure which showed an example of the data structure of the information regarding the function usage count contained in the provider information description transmitted to a remote support assistance apparatus in this Embodiment. It is the flowchart which showed the provider's evaluation process in this Embodiment. It is the figure which showed an example of the data structure of the application skill level threshold value master information registered into the master information storage part in this Embodiment. It is the figure which showed an example of the data structure of the evaluation information regarding the proficiency level of each provider's application by the evaluation process part in this Embodiment. It is the figure which showed an example of the data structure of the function utilization threshold value master information registered into the master information storage part in this Embodiment. It is the figure which showed an example of the data structure of the evaluation information regarding the function usage of each provider's application by the evaluation process part in this Embodiment. It is the figure which showed an example of the data structure of the security patch master information registered into the master information storage part in this Embodiment. It is the figure which showed an example of the data structure of the security level master information registered into the master information storage part in this Embodiment. It is the figure which showed an example of the data structure of the evaluation information regarding the security level of each provider by the evaluation process part in this Embodiment. It is the figure which showed an example of the data structure of the online condition threshold value master information registered into the master information storage part in this Embodiment. It is the figure which showed an example of the data structure of the evaluation information regarding the immediate correspondence level of each provider by the evaluation process part in this Embodiment. It is the flowchart which showed the search process of the provider in this Embodiment. It is the figure which showed the result of narrowing down by the search process in this Embodiment. It is the figure which showed an example of the data structure of the response information transmitted by the search process in this Embodiment.

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

  FIG. 1 is a block diagram showing an embodiment of a remote support system according to the present invention. FIG. 1 shows a configuration in which the recipient terminal 10, the provider terminal 20 and the remote support support device 30 are connected to the Internet 1.

  The “remote support service” in the present embodiment refers to a user (“support provider” in the present embodiment) of a device (corresponding to “provider terminal 20” in the present embodiment) in a remote place or simply From the “provider” to the user (“support recipient” or simply “recipient” in the present embodiment) of the device (which corresponds to “recipient terminal 10” in the present embodiment), A service that responds to inquiries from recipients regarding the use of devices, such as software settings and usage methods.

  Since the system for realizing the remote support service is generally constructed by the company, not by the customer, strictly speaking, the provider of the remote support service can be interpreted as a company, but in this embodiment, the remote support service is In the service system, a user (customer) who performs remote support for a recipient is referred to as a “(remote support) service provider”. That is, in the present embodiment, the remote support service provider and the remote support provider are used synonymously. Similarly, the recipient of the remote support service and the recipient of the remote support are used synonymously.

  The provider terminal 20 is an information terminal device (computer) used by a provider of a remote support service, and the receiver terminal 10 is an information terminal device (use of a remote support service provided by a support provider). Computer). In FIG. 1, a plurality of recipient terminals 10 and provider terminals 20 are connected to the Internet 1, but each has the same configuration, and therefore, one unit is shown in FIG. 1 for convenience. . In addition, since the user of the information terminal device can be both a support provider and a recipient depending on the technical contents, the information terminal device used by each user has functions of both the receiver terminal 10 and the provider terminal 20. May be. However, in FIG. 1, for convenience of explanation, a function for the information terminal device to operate as the recipient terminal 10 and a function for the information terminal device to operate as the provider terminal 20 are illustrated separately.

  The recipient will receive support from one of the providers, but it may be difficult to find out which provider is best to receive support from. The remote support support device 30 presents an optimal provider for the recipient in response to an inquiry from the recipient. The remote support support device 30 according to the present embodiment is not only a provider but also information related to the recipient's system use, specifically, environment information related to settings on the recipient terminal 10 and operation history information related to the operation of the recipient. It is also characterized by searching for and providing an appropriate provider to the recipient.

  FIG. 2 is a hardware configuration diagram of a computer forming the remote support support device 30 in the present embodiment. In this embodiment, the computer forming the remote support support device 30 can be realized by a general-purpose hardware configuration such as a personal computer (PC). That is, as shown in FIG. 2, the computer connects the CPU 41, ROM 42, RAM 43, hard disk drive (HDD) 44, mouse 45 and keyboard 46 provided as input means, and display 47 provided as a display device. An input / output controller 48 and a network controller 49 provided as communication means are connected to an internal bus 50. Since it is assumed that the recipient terminal 10 and the provider terminal 20 are also configured by a PC, the receiver terminal 10 and the provider terminal 20 can be realized by the same computer, and thus can be illustrated as in FIG.

  Returning to FIG. 1, the recipient terminal 10 in this embodiment includes a user information acquisition unit 11, an operation history information acquisition unit 12, an environment information acquisition unit 13, a recipient information transmission unit 14, an inquiry unit 15, and a chat function processing unit. 16, a recipient information storage unit 17 and a recipient master information storage unit 18. The user information acquisition unit 11 acquires the recipient's personal information (user information) and registers it in the recipient information storage unit 17. The operation history information acquisition unit 12 collects operation histories of recipients to the recipient terminal 10, generates operation history information, and registers the operation history information in the recipient information storage unit 17. The environment information acquisition unit 13 acquires environment information such as the system environment in the recipient terminal 10 and registers it in the recipient information storage unit 17. The recipient information transmission unit 14 transmits user information, operation history information, and environment information stored in the recipient information storage unit 17 to the remote support support device 30 via the Internet 1 as recipient information. The inquiry unit 15 inquires of the remote support support apparatus 30 about an appropriate remote support provider in accordance with an operation instruction from the recipient. The chat function processing unit 16 functions as a communication means for communicating with a provider using the chat function. In this embodiment, it is assumed that the chat function is used, but other communication tools may be used. In the recipient master information storage unit 18, application log master information and remote support tool name master information are set and registered in advance. The data structure stored in the recipient information storage unit 17 and the recipient master information storage unit 18 will be described together with the description of the operation.

  Each component 11-16 in the recipient terminal 10 is implement | achieved by cooperation operation | movement of the computer which forms the recipient terminal 10, and the program which operate | moves with CPU mounted in the computer. Each storage unit 17, 18 is realized by an HDD mounted on the recipient terminal 10. Alternatively, RAM or external storage means may be used via a network.

  The provider terminal 20 in the present embodiment includes a user information acquisition unit 21, an operation history information acquisition unit 22, an environment information acquisition unit 23, a patch status acquisition unit 24, a provider information transmission unit 25, a chat function processing unit 26, and a provision A person information storage unit 27 and a provider master information storage unit 28 are provided. The user information acquisition unit 21 acquires the personal information (user information) of the provider and registers it in the provider information storage unit 27. The operation history information acquisition unit 22 collects operation history of the provider to the provider terminal 20, generates operation history information, and registers it in the provider information storage unit 27. The environment information acquisition unit 23 acquires environment information such as the system environment in the provider terminal 20 and registers it in the provider information storage unit 27. The patch status acquisition unit 24 acquires the application status of the security patch applied to the provider terminal 20 from the registry. The provider information transmission unit 25 transmits user information, operation history information, and environment information stored in the provider information storage unit 27 to the remote support support apparatus 30 via the Internet 1 as provider information. The chat function processing unit 26 has the same function as the chat function processing unit 16 and functions as a communication means for communicating with the recipient in cooperation with the chat function processing unit 16. In the provider master information storage unit 28, application log master information and remote support tool name master information are set and registered in advance. The data structure stored in the provider information storage unit 27 and the provider master information storage unit 28 will be described together with the description of the operation.

  Each component 21-26 in the provider terminal 20 is implement | achieved by cooperation operation | movement with the program which operate | moves with the computer which forms the provider terminal 20, and CPU mounted in the computer. The storage units 27 and 28 are realized by an HDD mounted on the provider terminal 20. Alternatively, RAM or external storage means may be used via a network.

  The remote support support device 30 in this embodiment includes a recipient information receiving unit 31, a provider information receiving unit 32, an evaluation processing unit 33, a search processing unit 34, a provider presenting unit 35, a recipient information storage unit 36, and a provision A person information storage unit 37, a master information storage unit 38, and an evaluation information storage unit 39. The recipient information receiving unit 31 functions as a recipient information receiving unit that receives the recipient information transmitted from the recipient terminal 10 and registers it in the recipient information storage unit 36. The provider information receiving unit 32 functions as a provider information receiving unit that receives the provider information transmitted from the provider terminal 20 and registers it in the provider information storage unit 37. The evaluation processing unit 33 analyzes the provider information stored in the provider information storage unit 37 to execute an evaluation process for objectively evaluating each provider's remote support, thereby evaluating each provider. Information is generated and registered in the evaluation information storage unit 39. The evaluation processing unit 33 in the present embodiment includes a proficiency level analysis unit 331 that analyzes the proficiency level of each provider's application, and the usage level of each function of the application, and a security level analysis unit that analyzes the security level of each provider. 332 and an online status analysis unit 333 for analyzing the online status of each provider. The search processing unit 34 searches the evaluation information of each provider based on the recipient information stored in the recipient information storage unit 36 in response to an inquiry from the recipient, thereby providing the usage environment of the recipient. A provider with a relatively high evaluation is extracted from providers who use the subscriber terminal 20 and have performed the same operation as the recipient. The provider presentation unit 35 functions as a presentation unit that presents the provider extracted by the search processing unit 34. The data configuration stored in each of the storage units 36 to 39 will be described together with the description of the operation.

  Each component 31 to 35 in the remote support support device 30 is realized by a cooperative operation of a computer forming the remote support support device 30 and a program operating on the CPU 41 mounted on the computer. The storage units 36 to 39 are realized by the HDD 44 mounted on the remote support support device 30. Alternatively, the RAM 43 or an external storage means may be used via a network.

  Further, the program used in this embodiment can be provided not only by communication means but also by storing it in a computer-readable recording medium such as a CD-ROM or USB memory. The program provided from the communication means or the recording medium is installed in the computer, and various processes are realized by the CPU of the computer sequentially executing the program.

  Next, the operation in this embodiment will be described. First, the operation in the recipient terminal 10 will be described.

  In the present embodiment, the functions installed in the recipient terminal 10 and the provider terminal 20 are provided as agent software. The support recipient inputs a user ID that uniquely identifies the user and user attribute information (e-mail address, telephone number, etc.) when the agent is installed on the recipient terminal 10. In order to guarantee that the user ID is unique, the user ID may be compared with a registered user ID by communicating with the remote support support apparatus 30, or a UUID (Universally Unique Identifier) may be used.

  When the user information acquisition unit 11 receives the information input by the user as described above, the user information acquisition unit 11 registers it as user information in the recipient information storage unit 17. An example of the data structure of the user information registered in the recipient information storage unit 17 is shown in FIG.

  Further, the support recipient executes various applications using the recipient terminal 10, and the operation history information acquisition unit 12 defines the execution file name of the application that controls the foreground window of the recipient terminal 10. Periodically, for example, at intervals of 1.0 seconds. Then, the operation history information acquisition unit 12 generates operation history information including the execution file name of the application and the function name of the application currently used by the support recipient, and registers the operation history information in the recipient information storage unit 17. An example of the data structure of the operation history information registered in the recipient information storage unit 17 is shown in FIG. The function name is acquired with reference to the application log illustrated in FIG. The function name currently in use is obtained from the last line of the application log. Since the format of the application log is generally different for each application, the log is referred to by using the log parser corresponding to the operation target application with reference to the application log master information illustrated in FIG.

  The recipient information transmission unit 14 transmits the recipient information registered in the recipient information storage unit 17 at regular intervals, for example, at intervals of 5 minutes. At this time, the environment information acquisition unit 13 refers to the remote support tool name master information and the software installation information stored in the registry, and derives the installed remote support tool name as the environment information. Since the environment information is acquired at the time of transmission, it need not be registered in the recipient information storage unit 17. FIG. 7 shows an example of the data structure of the remote support tool name master information, and FIG. 8 shows an example of the data structure of the software installation information.

  When the remote support tool name is derived by the environment information acquisition unit 13, the recipient information transmission unit 14 transmits the recipient information including the user information, the latest operation history information, and the environment information to the remote support support device 30. An example of the data structure of the recipient information is shown in FIG. FIG. 9 includes a user ID corresponding to the user information, a mail address and a telephone number, a remote support name corresponding to the environment information, and an operation target application name and an operation target function name corresponding to the operation history information.

  Subsequently, an operation in the provider terminal 20 will be described.

  As described above, in the present embodiment, the function installed in the provider terminal 20 is provided as agent software, but the support provider uniquely identifies the user when installing the agent on the provider terminal 20. Enter ID and user attribute information (email address, phone number, etc.). When the user information acquisition unit 21 receives information input by the user, the user information acquisition unit 21 registers the information in the provider information storage unit 27 as user information. The processing function in the user information acquisition unit 21 may be the same as that of the user information acquisition unit 11, and the data configuration of the generated user information may be the same as that in FIG.

  Subsequently, the operation history information acquisition unit 22 acquires the time when the logged-in user last operated the mouse or the keyboard (last operation time), and the provider information storage unit as part of the operation history information 27. The last operation time is overwritten and saved every time the operation is executed. The operation for obtaining the final operation time may be an operation on the provider terminal 20 instead of an application. This is because the final operation time is obtained as an index for determining whether the user is in front of the provider terminal 20 and immediately responds to the inquiry from the support recipient.

  The support provider causes the provider terminal 20 to execute various applications, but the operation history information acquisition unit 22 controls the foreground window of the provider terminal 20 in the same manner as the operation history information acquisition unit 12. The execution file name of the running application is acquired periodically, for example, at 1.0 second intervals, and the execution file name of the application and the function name of the application currently used by the support recipient are part of the operation history information. Is registered in the provider information storage unit 27. This process may be the same as that of the operation history information acquisition unit 12.

  Furthermore, the operation history information acquisition unit 22 cumulatively adds the operation times of each application and registers them in the provider information storage unit 27 as a part of the operation history information. As described above, since the operation history information acquisition unit 22 acquires the execution file name of the application periodically (for example, at intervals of 1.0 second), the operation history information acquisition unit 22 adds the time. An example of the data structure of the operation history information regarding the operation time obtained in this way is shown in FIG.

  Furthermore, the operation history information acquisition unit 22 accumulates the number of times each application is used and registers it in the provider information storage unit 27 as a part of the operation history information. The number of uses is calculated with reference to the application log illustrated in FIG. An example of the data structure of the operation history information regarding the number of times of use obtained in this way is shown in FIG.

  The provider information transmission unit 25 transmits user information and operation history information registered in the provider information storage unit 27 at regular intervals, for example, at intervals of 5 minutes. At this time, the environment information acquisition unit 23 acquires the application status of the security patch applied to the provider terminal 20 from the registry as part of the environment information. An example of the data structure of the acquired security patch application status information is shown in FIG. Similarly to the environment information acquisition unit 13, the environment information acquisition unit 23 derives the installed remote support tool name as part of the environment information. In addition, since environment information is acquired at the time of transmission, it is not necessary to register in the provider information storage unit 27.

  When the environment information is generated by the environment information acquisition unit 23, the provider information transmission unit 25 transmits provider information including user information, operation history information, and environment information to the remote support support device 30. An example of the data structure of the provider information is shown in FIGS. 13A to 13D. FIG. 13A includes a user ID corresponding to the user information, a mail address and a telephone number, a remote support name corresponding to the environment information, and a final operation time corresponding to the operation history information. 13B and 13D correspond to operation history information, and FIG. 13C corresponds to environment information. In addition, according to the provider information illustrated in FIGS. 13A to 13D, it can be seen that the provider terminal 20 is shared by two providers (User-B and User-C).

  Next, the operation in the remote support support device 30 will be described.

  As described above, the recipient information receiving unit 31 receives the recipient information transmitted from the recipient terminal 10 and registers it in the recipient information storage unit 36. Similarly, when the provider information receiving unit 32 receives the provider information transmitted from the provider terminal 20, the provider information receiving unit 32 registers it in the provider information storage unit 37. The remote support support device 30 refers to the received information and various master information preset and registered in the master information storage unit 38, and responds to an evaluation process for evaluating each provider and an inquiry from the recipient. Then, referring to the result of the evaluation process, a provider appropriate for the recipient is extracted, and a search process to be presented to the recipient is executed. First, the evaluation process of each provider executed by the evaluation processing unit 33 will be described with reference to the flowchart shown in FIG. In addition, although the remote support assistance apparatus 30 acquires the provider information of a some provider, what is necessary is just to perform evaluation by implementing the same process with each provider.

  First, the provider must be familiar with at least one application in order to be able to respond to an application-related inquiry from the recipient. Therefore, in this embodiment, the proficiency level of the provider's application is evaluated as follows (step 111). The proficiency level analysis unit 331 first acquires the application proficiency level threshold master information shown in FIG. 15 registered in the master information storage unit 38, sets each accumulated operation time as a threshold value, and provides the provider information (FIG. 13B). The proficiency level of each provider is obtained by checking the accumulated operation time of each provider included. The result of this processing is shown in FIG. As shown in FIG. 16, the proficiency level is obtained for each user application. In the present embodiment, it is considered that the proficiency level becomes higher as the cumulative operation time is longer. In addition, the system provider etc. may set suitably the threshold value (cumulative operation time) set to the number of levels and application proficiency degree threshold master information based on a track record, operation, etc.

  Further, the proficiency level analysis unit 331 acquires the function usage threshold value master information shown in FIG. 17 registered in the master information storage unit 38, sets each operation count as a threshold value, and is included in the provider information (FIG. 13D). The function usage of each provider's application is evaluated by collating it with the number of times each provider uses the function (step 112). The result of this processing is shown in FIG. As shown in FIG. 18, the function usage is obtained for each function of the application for each user. A single application often has a plurality of functions, but depending on the provider, there may be a function that is frequently used and a function that is not frequently used. If a function is not used frequently, it may not be able to respond to the inquiry from the recipient, that is, it may not be supported. Therefore, in this embodiment, the proficiency level of the provider is obtained by subdividing each application into functional levels.

  By the way, the provider may respond to the inquiry from the recipient by using the remote support tool to solve the problem, but it is not preferable for the recipient that the remote support tool has a security problem. Absent. When a company that provides remote support tools detects a security issue, it issues security patches to address the issue as appropriate, and the provider updates the security patch every time this security patch is issued. It is desirable that the security patch is installed on the provider terminal 20 and applied to the remote support tool. Therefore, in this embodiment, paying attention to the application of this security patch, the security level of the provider is evaluated as follows (step 113).

  That is, the security level analysis unit 332 acquires a security patch issued to each remote support tool from the security patch master information shown in FIG. 19 registered in the master information storage unit 38. Subsequently, the security level analysis unit 332 refers to the provider information (FIG. 13C), refers to the security patch ID applied (installed) by each provider, and each provider calculates the security patch application rate. . For example, when a security patch for a remote support tool is issued four times, but a certain provider installs three times, the patch application rate is calculated as 3/4 = 75%. Subsequently, the security level analysis unit 332 collates the calculated patch application rate with the security level master information shown in FIG. 20 registered in the master information storage unit 38 to obtain the security level of each provider. The result of this processing is shown in FIG. As shown in FIG. 21, the security level is obtained for each user, and it can be said that the higher the security level is, the higher the reliability is in the system environment of the provider terminal 20. The system provider or the like may appropriately set the threshold value (patch application rate) set in the number of levels and security level master information based on the actual results.

  In this embodiment, the security level of each provider is evaluated based on the number of times of application to the issued security patches (patch application rate). However, the security patches that have been issued most recently are more effective than the number of times of application. The patch application rate may be calculated by weighting the security patch according to the security patch issuance date.

  By the way, even if the provider's proficiency level is high and it is determined that there is no problem in the security environment of the provider terminal 20 used by the provider, if the provider is not in a state of being able to log in and provide remote support, The recipient cannot receive remote support from the provider. That is, it is preferable for the recipient to be in a state where the provider can provide remote support. Therefore, in the present embodiment, paying attention to the online status of the provider, the immediate response of the provider is evaluated as follows (step 114).

  That is, the online situation analysis unit 333 acquires the online situation threshold value master information illustrated in FIG. 22 registered in the master information storage unit 38. Further, by calculating the difference between the last operation time included in the provider information (FIG. 13A) and the current time, and comparing the calculated value with the online situation threshold master information, the immediate responsiveness level of the provider can be determined. Ask. The result of this processing is shown in FIG. As shown in FIG. 23, the immediate responsiveness level is obtained for each user, and the higher the level, the higher the possibility that the provider terminal 20 will immediately respond to the inquiry from the recipient. It turns out that the provider is easy to receive.

  As described above, in the present embodiment, when evaluation information is generated by evaluating a support provider from the indicators of support skill level (app proficiency level and function usage level), security level, and immediate response level, the evaluation information Based on, present the appropriate support provider to the support recipient. Hereinafter, a search process for finding an appropriate support provider for the support recipient will be described with reference to the flowchart shown in FIG.

  When the support recipient inputs his / her user ID to make an inquiry, the inquiry unit 15 makes an inquiry by transmitting the input user ID to the remote support support apparatus 30.

  When the search processing unit 34 in the remote support support device 30 accepts an inquiry in which the user ID is designated (step 121), the search processing unit 34 searches the recipient information (FIG. 9) based on the user ID and operates the user's operation target application. The name and the remote support tool name are acquired (step 122). Subsequently, the search processing unit 34 narrows down the support providers by searching the evaluation information (FIGS. 16, 18, 21, and 23) using the acquired operation target application name and remote support tool name (step 123). . FIG. 25 shows a table formed by combining the evaluation levels of the respective evaluation indexes for each user extracted by this narrowing search.

  The provider presenting unit 35 responds to an inquiry from the recipient by transmitting response information including the support provider extracted as described above and the contact information of the support provider to the recipient terminal 10 ( Step 124). An example of the data structure of the response information to be transmitted is shown in FIG.

  When an appropriate support provider is presented as described above, the support recipient activates the chat function processing unit 16 and tries to communicate with the support provider.

  The form in which the provider presenting unit 35 presents the support provider to the support recipient need not be limited to FIG. For example, in addition to the contact information, the result of the narrow search shown in FIG. 25 may be presented as it is, and the support recipient may be selected as the support recipient. Alternatively, the provider presenting unit 35 may calculate the total value of the evaluation levels and present only the support provider having the maximum total value. Alternatively, an evaluation index (such as proficiency level) expected by the support recipient may be specified at the time of inquiry, and only the support provider with a high level of the specified evaluation index may be presented. Alternatively, priority may be specified for the evaluation index, and the support provider may be presented based on the result calculated by weighting based on the priority.

  According to the present embodiment, as described above, in addition to the environment information and operation history information on the provider side, information on the receiver side is also referred to, and it is appropriate for the receiver based on the relationship between the receiver and the provider. Made possible donors available to recipients. As is clear from the above description, the “appropriate provider” in the present embodiment refers to the usage status (operation target application, remote support tool) of the recipient terminal 10 of the recipient at the time of inquiry of the recipient. ) Is a provider having a relatively high evaluation of the evaluation items (“proficiency level”, “usage level”, “security level”, and “immediate response level” described above).

1 Internet, 10 Recipient terminal, 11, 21 User information acquisition unit, 12, 22 Operation history information acquisition unit, 13, 23 Environmental information acquisition unit, 14 Recipient information transmission unit, 15 Inquiry unit, 16, 26 Chat function processing , 17, 36 Recipient information storage unit, 18 Recipient master information storage unit, 20 Provider terminal, 24 Patch status acquisition unit, 25 Provider information transmission unit, 27, 37 Provider information storage unit, 28 Provider master Information storage unit, 30 Remote support support device, 31 Recipient information reception unit, 32 Provider information reception unit, 33 Evaluation processing unit, 34 Search processing unit, 35 Provider presentation unit, 38 Master information storage unit, 39 Evaluation information storage Part, 41 CPU, 42 ROM, 43 RAM, 44 Hard disk drive (HDD), 45 Mouse, 46 Keyboard, 47 Display, 48 Input / output controller, 49 Network controller, 50 Internal bus, 331 Proficiency analysis unit, 332 Security level analysis unit 333 Online situation analysis unit.

Claims (6)

Recipient information acquisition means for acquiring recipient information including environment information of the recipient information terminal device used by the recipient of the remote support of the service and operation history information regarding the operation of the recipient information terminal device by the recipient;
Provider information generated for each provider of the service remote support, the environment information of the provider information terminal device used by the provider, and the operation history information related to the operation of the provider information terminal device by the provider Provider information acquisition means for acquiring provider information including:
Presenting means for presenting an appropriate provider from the recipient information and the provider information in response to an inquiry from the recipient;
An information processing apparatus comprising:   The presenting means presents an appropriate provider from among the providers who use the provider information terminal device including the use environment of the recipient and perform the same operation as the recipient based on the recipient information. The information processing apparatus according to claim 1. The provider information includes at least one of a provider's support skill level, security level, or immediate response level,
The information processing apparatus according to claim 1, wherein the presenting unit presents an appropriate provider based on at least one of a support level, a security level, and an immediate response level of the provider.   The information processing apparatus according to claim 3, wherein the presenting unit presents an appropriate provider based on the support skill level for each function included in the application as the support skill level. A recipient information terminal used by the recipient of the remote support for the service;
One or more provider information terminal devices used by multiple providers of remote support for services;
A remote support support device;
Have
The remote support support device includes:
Recipient information acquisition means for acquiring recipient information including environment information of the recipient information terminal device used by the recipient of the remote support of the service and operation history information regarding the operation of the recipient information terminal device by the recipient;
Provider information generated for each provider of the service remote support, the environment information of the provider information terminal device used by the provider, and the operation history information related to the operation of the provider information terminal device by the provider Provider information acquisition means for acquiring provider information including:
Presenting means for presenting an appropriate provider from the recipient information and the provider information in response to an inquiry from the recipient;
A remote support system characterized by comprising: Computer
Recipient information acquisition means for acquiring recipient information including environmental information of the recipient information terminal device used by the recipient of the remote support of the service and operation history information regarding the operation of the recipient information terminal device by the recipient;
Provider information generated for each provider of the service remote support, the environment information of the provider information terminal device used by the provider, and the operation history information related to the operation of the provider information terminal device by the provider Provider information acquisition means for acquiring provider information including
Presenting means for presenting an appropriate provider from the recipient information and the provider information in response to an inquiry from the recipient;
Program to function as.

Images