JP2022133670A - Information processing device, information processing method, and program - Google Patents

Abstract

To provide a technology for a user to enable understanding an operation method of an apparatus in a faster manner.SOLUTION: Provided is an information processing device including: a screen acquisition section for acquiring screen data of a screen to be displayed at a subject apparatus; and a display control section which uses the screen data acquired at the screen acquisition section, for causing a terminal to display an operation screen including a screen obtained from duplicating the screen to be displayed at the subject apparatus and one or more operation explanations corresponding to the subject apparatus.SELECTED DRAWING: Figure 5

Description

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

In a call center, many operators receive and respond to various inquiries from customers. For example, Patent Literature 1 discloses a call center business system that alleviates the stress of users making inquiries at a call center due to a shortage of operators and improves the efficiency of call center business.

JP 2019-103139 A

In order to understand the content of inquiries received from customers and to respond appropriately to inquiries, call center operators actually operate the same equipment that customers use, may respond to inquiries from Therefore, there is a demand for a mechanism that enables a call center operator to more quickly learn how to operate equipment when responding to an inquiry while operating the equipment. Moreover, similar problems are not limited to operators who receive inquiries from customers, but may occur to users in general who may handle the equipment, such as users who want to know how to operate the equipment.

SUMMARY OF THE INVENTION Accordingly, it is an object of the present invention to provide a technology that enables a user to more quickly understand how to operate a device.

An information processing apparatus according to an aspect of the present invention includes a screen acquisition unit that acquires screen data of a screen displayed on a target device, and a screen that is displayed on the target device using the screen data acquired by the screen acquisition unit. a display control unit that causes the terminal to display an operation screen including the duplicated screen and one or more operation instructions corresponding to the target device.

Advantageous Effects of Invention According to the present invention, it is possible to provide a technology that enables a user to more quickly understand how to operate a device.

It is a figure which shows the system configuration example of the call center system which concerns on this embodiment. It is a figure which shows the hardware structural example of a call center apparatus. It is a figure which shows the functional block structural example of a call center apparatus. FIG. 4 is a sequence diagram showing an example of a processing procedure performed by the call center system; It is a figure which shows an example of an operation screen. FIG. 5 is a diagram showing an example of tutorial information; FIG. 10 is a diagram for explaining an example of how a tutorial is displayed on a device screen;

Embodiments of the present invention will be described with reference to the accompanying drawings. It should be noted that, in each figure, the same reference numerals have the same or similar configurations. A case where the present embodiment is applied to call center business will be described below as an example, but the present embodiment is not limited to this.

<System configuration>
FIG. 1 is a diagram showing a system configuration example of a call center system 1 according to this embodiment. The call center system 1 includes a call center device 10, one or more call center terminals 20-1 to 20-N, one or more connection devices 30-1 to 30-N, and one or more devices 40-1-1 to 40- NN, and a contractor management device 50. When the call center terminals 20-1 to 20-N are not distinguished, they are referred to as call center terminal 20. FIG. The connection devices 30-1 to 30-N are referred to as the connection device 30 when they are not distinguished from each other. The devices 40-1-1 to 40-N-N are referred to as devices 40 when they are not distinguished from each other.

The call center device 10 (information processing device or computer) is a device that provides various functions necessary for call center operations. , the processing for managing the availability of operators, the processing for managing the time each operator is talking with a customer, and the processing for displaying screens necessary for call center operations on the call center terminal 20, and the like. The call center device 10 may be configured from one or more servers, may be configured using a virtual server operating on a hypervisor, or may be configured using a cloud server. may be

As the call center terminal 20 (terminal), any terminal having a display, such as a personal computer (PC), a tablet terminal, a mobile phone (including a smartphone), a personal digital assistant (PDA), etc., can be used. Various screens are displayed on the call center terminal 20 to be used by the operator when receiving inquiries from customers. For example, on the screen displayed on the call center terminal 20, fields for displaying customer information (customer name, telephone number, etc.), input fields for inputting contents of declarations from customers, and the like are displayed. In addition, the screen of the call center terminal 20 can display a screen having the same content as the screen displayed on the display of the device 40 . Further, the operator can remotely control the device 40 by operating the screen.

The connection device 30 is a device that is connected to the call center device 10 and the device 40 and enables remote control of the device 40 from the call center device 10 . The connection device 30 may be, for example, a general-purpose device such as a personal computer, or a dedicated device having an interface for connecting with the equipment 40 . Note that, in the present embodiment, the call center device 10 and the connection device 30 may be collectively referred to as "information processing device". Further, in this embodiment, the connection device 30 may be omitted. For example, the call center device 10 may be directly connected to the device 40 without going through the connection device 30 .

The device 40 is a device remotely controlled by an operator from the call center terminal 20 . The device 40 may be, for example, a smart phone, a tablet terminal, a mobile phone, a personal computer, a notebook PC, a game machine, a personal digital assistant, or any other device that has a display.

The contractor management device 50 is a device that manages various contract information regarding contractors who make inquiries to the call center. For example, the contractor management device 50 manages information indicating the attributes of the equipment 40 used by the contractor.

The call center device 10 acquires a screen that is a copy of the screen actually displayed on the display of the device 40 (hereinafter referred to as “device screen”) and causes the call center terminal 20 to display it. Further, the call center device 10 may acquire the device screen of the device 40 selected from among the plurality of devices 40 and display it on the call center terminal 20 . For example, when an operator receives an inquiry from a customer regarding the equipment 40 being used by the customer and determines that it is necessary to answer the inquiry while referring to the actual equipment, the operator By selecting devices 40 having the same attribute and operating the device 40 while referring to the device screen of the selected device 40, it is possible to interact with the customer as if the device is actually being operated at hand.

Here, the "attributes" are, for example, device name, model name, model number, type, manufacturing date, OS (Operating System) type and/or OS version. For example, if the device is a smartphone or a PC, the attributes may be the model name, OS type, and OS version.

Further, the call center device 10 can superimpose a tutorial (operation explanation) on the equipment screen displayed on the call center terminal 20 . Even if the customer is not familiar with the operation of the device being used, the operator can explain the operation to the customer according to the operation instruction regarding the operation received from the customer.

<Hardware configuration>
FIG. 2 is a diagram showing a hardware configuration example of the call center device 10. As shown in FIG. The call center device 10 includes a processor 11 such as a CPU (Central Processing Unit) and a GPU (Graphical Processing Unit), a memory, a storage device 12 such as a HDD (Hard Disk Drive) and/or an SSD (Solid State Drive), and wired or wireless communication. , an input device 14 for receiving input operations, and an output device 15 for outputting information. The input device 14 is, for example, a keyboard, touch panel, mouse and/or microphone. The output device 15 is, for example, a display, touch panel and/or speaker.

<Functional block configuration>
FIG. 3 is a diagram showing a functional block configuration example of the call center device 10. As shown in FIG. Call center device 10 includes storage unit 100 , request unit 101 , screen acquisition unit 102 , display control unit 103 , attribute acquisition unit 104 , selection unit 105 and notification unit 106 . The storage unit 100 can be implemented using the storage device 12 included in the call center device 10 . The processor 11 of the call center device 10 stores the request unit 101, the screen acquisition unit 102, the display control unit 103, the attribute acquisition unit 104, the selection unit 105, and the notification unit 106 in the storage device 12. It can be realized by executing the program. Also, the program can be stored in a storage medium. The storage medium storing the program may be a non-transitory computer readable medium. The non-temporary storage medium is not particularly limited, but may be a storage medium such as a USB memory or CD-ROM, for example.

The storage unit 100 stores tutorial information 100a used when superimposing a tutorial on the device screen.

The request unit 101 selects a device 40 (hereinafter referred to as "target device 40-X") from among a plurality of devices 40 connected to the connection device 30 and having different attributes to display a screen. Requests the screen data for the screen displayed in the . When the target device 40-X is connected to the connection device 30, the request unit 101 requests the connection device 30 for the screen data of the target device 40-X. Also, when the target device 40-X is directly connected to the call center device 10, the screen data is directly requested from the target device 40-X.

The screen acquisition unit 102 acquires screen data of a screen displayed on the target device 40-X. When the target device 40 -X is connected to the connection device 30 , the screen acquisition unit 102 acquires screen data via the connection device 30 . Further, when the target device 40-X is directly connected to the call center device 10, the screen acquisition unit 102 directly acquires screen data from the target device 40-X.

The display control unit 103 uses the screen data acquired by the screen acquisition unit 102 to generate an operation screen (device 40 ) is displayed on the call center terminal 20 used by the operator.

Further, the display control unit 103 displays one or more tutorials (operation instructions) corresponding to the target device 40-X on the operation screen of the call center terminal 20. FIG. More specifically, the display control unit 103 superimposes a tutorial selected from one or more tutorials corresponding to the target device 40-X on the device screen included in the operation screen (the device screen of the target device 40-X). to display.

The attribute acquisition unit 104 acquires information indicating attributes of equipment used by the customer. The attribute acquisition unit 104 may acquire from the contractor management device 50 information indicating the attributes of the equipment used by the customer who interacts with the operator. Also, instead of using the contractor management device 50, the attribute acquisition unit 104 may acquire the attributes of the equipment used by the customer, which the operator asks the customer and inputs into the call center terminal 20. FIG. In other words, the attribute acquisition unit 104 may acquire the attributes of the device used by the customer from the contractor management device 50, or may acquire the attributes from the information input to the call center terminal 20 by the operator. good.

The selection unit 105 selects a device having the same attribute as the attribute acquired by the attribute acquisition unit 104 from among the plurality of devices 40 having different attributes as the target device 40-X.

The notification unit 106 notifies the connection device 30 or the target device 40-X of information regarding the screen operation performed on the device screen of the call center terminal 20. FIG.

<Specific example of processing procedure>
FIG. 4 is a sequence diagram showing an example of a processing procedure performed by the call center system 1. As shown in FIG. FIG. 5 is a diagram showing an example of an operation screen. A specific example of the processing procedure performed by the call center system 1 will be described below with reference to FIGS. 4 and 5. FIG.

(Display of device screen)
In step S101, the call center terminal 20 requests the call center device 10 to display a web screen related to call center operations.

In step S<b>102 , the display control unit 103 of the call center device 10 transmits screen data of the web screen to be displayed on the call center terminal 20 . The Web browser of the call center terminal 20 displays various screens related to call center operations. Here, it is assumed that the operator determines that it is necessary to actually operate the equipment 40 during the dialogue with the customer.

In step S110, the call center terminal 20 receives from the operator a selection of the target device 40-X for which display of the device screen is requested, from the list of the plurality of devices 40. FIG. For example, if the attribute of the device 40 used by the customer is a smartphone with model name A and the OS version is version X, the operator selects , selects one smartphone whose model name is A and whose OS version is X.

In step S111, the call center terminal 20 notifies the call center device 10 of information indicating the target equipment 40-X selected by the operator.

In steps S112 and S113, the request unit 101 of the call center device 10 requests the connection device 30 for the screen data of the screen displayed on the display of the target device 40-X selected by the operator. Also, the connection device 30 requests the screen data of the screen displayed on the display from the target device 40-X. Also, the target device 40 -X transmits screen data of a screen to be displayed on its own display to the connection device 30 .

In step S114, the connection device 30 transmits the screen data obtained from the target device 40-X to the call center device 10. FIG. The screen data in steps S113 and S114 may be moving image data.

In step S 115 , the display control unit 103 of the call center device 10 transmits the screen data of the target device 40 -X acquired from the connection device 30 to the call center terminal 20 . On the operation screen of the call center terminal 20, a device screen of the target device 40-X is displayed.

FIG. 5 is a diagram showing an example of an operation screen. The operation screen W100 includes a device screen W120 of the target device 40-X and a tutorial selection screen W130. The device screen W120 reflects the screen displayed on the display of the target device 40-X as it is. Further, screen operations performed on the device screen W120 are treated as those performed on the display of the target device 40-X. Thus, by referring to and operating the device screen W120, the operator can interact with the customer as if he were actually operating the target device 40-X.

The processing procedure of steps S110 and S111 described above may be as follows. First, in step S110, the call center terminal 20 receives an input of a customer identifier (name, telephone number, contract number, etc.) from the operator. In step S111, the call center terminal 20 notifies the call center device 10 of the customer identifier that has been input. Subsequently, the attribute acquisition unit 104 of the call center device 10 transmits the notified customer identifier to the contractor management device 50, and acquires from the contractor management device 50 the attributes of the device 40 used by the customer. . Next, the selection unit 105 of the call center device 10 selects a device having the same attribute as the attribute acquired from the contractor management device 50 from among the plurality of devices connected to the connection device 30 and having different attributes. - Select as X.

(view tutorial)
Next, it is assumed that the operator does not know the operation procedure in response to the inquiry from the customer and has referred to the tutorial.

In step S120, the call center terminal 20 accepts selection of a tutorial that the operator wishes to refer to from the tutorial selection screen W130 shown in FIG.

In step S121, the call center terminal 20 notifies the call center device 10 of the tutorial received from the operator.

In step S122, the display control unit 103 of the call center device 10 accesses the tutorial information 100a and acquires data necessary for superimposing and displaying the tutorial selected by the operator on the device screen. More specifically, from the tutorial information 100a, the display control unit 103 selects an object (first object) for determining a reference position for displaying the operation explanation selected by the operator and an operator-selected object for the reference position. A relative position indicating a position for displaying the operating instructions and a display object (second object) to be displayed as the operating instructions selected by the operator are acquired.

Here, the configuration of the tutorial information 100a will be specifically described. FIG. 6 is a diagram showing an example of tutorial information 100a. The tutorial information 100a may store data for each attribute of the device 40 (or collectively for a plurality of attributes). This is because it can be considered that if the attributes of the device 40 are different, the operation procedure will also be different.

"Tutorial" stores the name of the tutorial. The "attribute" stores the attribute of the device 40 to which the tutorial is applicable. A plurality of attributes may be stored in the attribute. For example, if the operation procedure is the same for the devices 40 with attribute A and attribute B, attribute A and attribute B can be set in the "attribute" column. The "procedure number" stores a number indicating a processing procedure. The "reference object" stores an object (first object) for determining the reference position when displaying the tutorial selected by the operator. The object may be a specific text (character) or a specific graphic (icon, etc.). The "display object" stores an object (second object) to be displayed on the device screen as a tutorial. The display object may be text (characters) or graphics. The “display position (relative position)” stores information indicating the position at which the display object is displayed with reference to the reference position (that is, the relative position from the reference position). Returning to FIG. 4, the description is continued.

In step S123, the display control unit 103 of the call center device 10 determines the position where the tutorial is drawn on the device screen. More specifically, the display control unit 103 searches the device screen for the position where the reference object exists. When the reference object is searched from the device screen, the display control unit 103 sets the position where the reference object exists as the reference position, and sets the position obtained by moving the relative position from the reference position as the position for drawing the display object. decide.

In steps S124 and S125, the display control unit 103 of the call center device 10 displays the display object at the position determined in the procedure of step S123.

At step S126, the call center terminal 20 receives an operation of the device screen W120 from the operator.

In step S127, the call center terminal 20 notifies the call center device 10 of information indicating the details of the operation received from the operator in step S126.

In steps S128 and S129, the notification unit 106 of the call center device 10 notifies the target device 40-X via the connection device 30 of information indicating the details of the operation. The target device 40-X assumes that the screen operation has been performed according to the notified operation content, and performs various processes.

In steps S130 and S131, the target device 40-X transmits screen data indicating a screen displayed on the target device 40-X to the call center device 10 via the connection device 30. FIG.

In step S132, the display control unit 103 of the call center device 10 updates the device screen W120 displayed on the call center terminal 20 based on the received screen data.

When the tutorial includes a plurality of procedures (when a plurality of procedures are stored in the tutorial information 100a), the display control unit 103 of the call center device 10 converts the processing procedure from step S123 to step S132 into a plurality of procedures. Repeat for the number of times. For example, according to the example of FIG. 6, the Bluetooth setting consists of three procedures, Steps 1-3. Accordingly, when the operator selects the Bluetooth setting, the display control unit 103 repeats the processing procedure from step S123 to step S132 three times.

FIG. 7 is a diagram for explaining a display example of the tutorial on the device screen. In the following description, it is assumed that the information shown in FIG. 6 is stored in the tutorial information 100a. The display control unit 103 searches the device screen W200 for the position where the characters "setting" stored in the "reference object" of the record whose "procedure number" in the tutorial information 100a is Step 1 exist.

For example, the display control unit 103 extracts all areas where character strings are displayed in the image of the device screen W200. Subsequently, the content of the character string is recognized by performing OCR (Optical character recognition) processing on each extracted region. Subsequently, the position where the character string "setting" exists in the device screen W200 (for example, expressed by absolute coordinates with the upper left being 0) is specified as a reference position. The position where the character string exists may be, for example, the upper right end of the character string, the center, or the lower left end. In the following description, it is assumed that the center of the area where the character string is drawn is the reference position.

Subsequently, the display control unit 103 acquires the relative position (R: -5, U: 5) stored in the "display position (relative position)" of the record whose "procedure number" is Step 1 in the tutorial information 100a. do. The relative position means a position shifted by -5 pixels to the right (5 pixels to the left) and 5 pixels upward. Subsequently, the display control unit 103 shifts the acquired relative position from the position of the searched character string (reference position) (that is, the position shifted by 5 pixels leftward and 5 pixels upward from the reference position). , the character string stored in the "display object" of the record in Step 1 is displayed. On the device screen W201 of FIG. 7, a character string T10 reading "Click here" is displayed at a position shifted by 5 pixels to the left and 5 pixels upward from the reference position of the character string R10 reading "Setting". is displayed in the form of

Subsequently, when the operator selects the setting icon C10 on the device screen W201, the device screen W202 is displayed. When the display control unit 103 detects that the device screen has changed, the position where the character string "Bluetooth" stored in the "reference object" of the record whose "procedure number" is Step 2 exists is displayed on the device screen W202. search from Subsequently, the display control unit 103 acquires the relative position (R: 0, U: 0) stored in the "display position (relative position)" of the record whose "procedure number" is Step 2 in the tutorial information 100a. . Subsequently, the display control unit 103 displays the "display object" of the record in Step 2 at the acquired relative position shifted position (that is, the same position as the reference position) from the position of the searched character string (reference position). Display the string "Click here" stored in On the device screen W202 of FIG. 7, a character string T11 reading "Click here" is displayed at a position shifted leftward by 0 pixels and upward by 0 pixels from the reference position of the character string R11 of "Bluetooth". is displayed in the form of

Subsequently, when the operator selects the character string R11 of Bluetooth on the device screen W202, the device screen W203 is displayed. When the display control unit 103 detects that the device screen has changed, the position where the character string "Bluetooth" stored in the "reference object" of the record whose "procedure number" is Step 3 exists is displayed on the device screen W203. search from Subsequently, the display control unit 103 acquires the relative position (R: 100, U: 0) stored in the "display position (relative position)" of the record whose "procedure number" is Step 3 in the tutorial information 100a. . Subsequently, the display control unit 103 shifts the acquired relative position from the position of the searched character string (reference position) (position shifted by 100 pixels to the right and 0 pixels upward from the reference position). The character string "slide here" stored in the "display object" of the record that is Step 3 is displayed. On the device screen W203 of FIG. 7, a character string "Slide here" is displayed at a position shifted rightward by 100 pixels and upward by 0 pixel from the reference position of the character string R12 of "Bluetooth". displayed in the form.

<Modification>
In the embodiments described above, the customer may be an example of the user. Also, the operator and the customer may be examples of the first user and the second user, respectively.

The embodiments described above are not limited to the call center system 1, and can be applied to other systems. For example, the present invention can be applied to a system that provides a service in which a customer (user) experiences a feeling of operation before purchasing a new device 40 . The system can be realized by replacing the call center device 10 and the call center terminal 20 described above with an information processing device that provides the service and a user terminal (PC, etc.) owned by the customer, respectively.

This embodiment can also be applied to a system that provides a service that allows a general user to receive a lecture on how to operate the device 40 they are using when they want to know how to operate it. The system can be implemented by replacing the call center device 10 and the call center terminal 20 described above with an information processing device that provides the service and a user terminal (PC, etc.) owned by the user, respectively.

The present embodiment can also be applied to a system that provides a service that enables general users (for example, children and parents) to explain the operation of the device 40 to each other. The system can be implemented by replacing the call center device 10 and the call center terminal 20 described above with an information processing device that provides the service and a user terminal (PC, etc.) owned by the user, respectively.

<Summary>
According to the embodiment described above, the call center terminal 20 is caused to display an operation screen including a tutorial and a device screen, which is the same screen as the screen actually displayed on the display of the device 40 . Depending on the device 40, there are devices with various attributes such as different specifications. For example, in the case of mobile phones, the contents displayed on the screen, the operation method on the screen, etc. differ depending on the model and OS version. In addition, operators often handle equipment with various attributes. According to this embodiment, the operator can refer to the tutorial and confirm changes in the screen when the device 40 is actually operated. be possible. In addition, a tutorial that specifically explains the operation content is superimposed on the device screen. As a result, the operator can visually recognize the details of the operation, and thus can operate the device 40 more accurately. Also, the operator can quickly respond to inquiries from customers.

In addition, since recent OSs allow users to customize screens by changing icon positions arbitrarily, specific objects do not necessarily exist at fixed positions. Therefore, in this embodiment, the display position of the tutorial is determined using the position where the specific object is displayed on the device screen as the reference position. As a result, even if the position of a specific object on the device screen has been changed or the position of the reference object has changed due to differences in OS versions, the tutorial can be superimposed and displayed at an appropriate position on the device screen. It becomes possible to let

The embodiments described above are for facilitating understanding of the present invention, and are not intended to limit and interpret the present invention. Flowcharts, sequences, elements included in the embodiments, their arrangement, materials, conditions, shapes, sizes, and the like described in the embodiments are not limited to those illustrated and can be changed as appropriate. Also, it is possible to partially replace or combine the configurations shown in different embodiments.

DESCRIPTION OF SYMBOLS 1... Call center system 10... Call center apparatus 11... Processor 12... Storage device 13... Communication IF 14... Input device 15... Output device 20... Call center terminal 30... Connection device 40... Equipment 50... Contractor management device 100 Storage unit 100a Tutorial information 101 Request unit 102 Screen acquisition unit 103 Display control unit 104 Attribute acquisition unit 105 Selection unit 106 Notification unit

Claims (7)

a screen acquisition unit that acquires screen data of a screen displayed on the target device;
display for displaying, on a terminal, an operation screen including one or more operation instructions corresponding to the target device and a screen obtained by duplicating the screen displayed on the target device, using the screen data acquired by the screen acquisition unit. a control unit;
Information processing device having further comprising a request unit that requests screen data of a screen to be displayed on the target device selected as a device for displaying a screen from among a plurality of devices having different attributes;
The information processing device according to claim 1 . an attribute acquisition unit for acquiring attributes of a device used by a user;
a selection unit that selects, from among the plurality of devices, a device having the same attribute as the attribute acquired by the attribute acquisition unit as the target device;
The information processing apparatus according to claim 2. The display control unit superimposes and displays the operation instructions selected from the one or more operation instructions on a screen that is a copy of the screen displayed on the target device.
The information processing apparatus according to any one of claims 1 to 3. The display control unit
A first object for determining a reference position for displaying the selected operating instructions, a relative position indicating a position to display the selected operating instructions with respect to the reference position, and displayed as the selected operating instructions. get a second object to be
retrieving a position where the first object exists from a screen that is a copy of the screen displayed on the target device included in the operation screen;
when the first object is retrieved, the position where the first object exists is set as the reference position, and the second object is superimposed and displayed at a position obtained by moving the relative position from the reference position;
The information processing apparatus according to claim 4. An information processing method performed by an information processing device,
a step of acquiring screen data of a screen displayed on the target device;
using the screen data acquired in the acquiring step to display, on a terminal, an operation screen including a screen obtained by duplicating the screen displayed on the target device and one or more operation instructions corresponding to the target device; When,
Information processing method including. a step of acquiring screen data of a screen displayed on the target device;
using the screen data acquired in the acquiring step to display, on a terminal, an operation screen including a screen obtained by duplicating the screen displayed on the target device and one or more operation instructions corresponding to the target device; When,
A program that causes a computer to run

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