JP2023042322A - Method for constructing automatic answering database for elevator and constructing system for automatic answering database for elevator - Google Patents

Abstract

To provide a method for constructing an automatic answering database for an elevator capable of reducing the work burden of a person.SOLUTION: An elevator includes an automatic answering unit 1 that automatically answers for a voice inquiry from a user relating to the elevator. The automatic answering unit 1 includes: a reading step for automatically reading the message of the inquiry from the user; an extracting step for extracting at least one word among the words contained in the message read in the reading step; and a writing step for writing, in a database, the word extracted in the extracting step, at least one relevant item relating to such a word among the operating status of the elevator, status information on a site where the elevator is provided, the arrangement status of an attendant, and the arrangement site of the attendant, and a message for answering the user by voice on the basis of the word and of the relevant item.SELECTED DRAWING: Figure 2

Description

The present invention relates to a method for constructing an automatic response database for a lifting device and a system for constructing an automatic response database for a lifting device for constructing a database used for automatically responding to inquiries from users regarding the lifting device.

2. Description of the Related Art In elevators, which are an example of a lifting device, in recent years, inquiries from users have been occurring day and night through intercoms, mobile phones, and the like provided in the elevators. However, there is a human burden for operators to respond to all these inquiries, and the number of inquiries increases especially when a wide-area disaster strikes. .

For example, Patent Literature 1 discloses a remote monitoring system in which a monitoring center is provided with customer information recording means, an automatic voice response device, a destination switching device, a voice recognition means, and an emergency business information storage means. This remote monitoring system weights the urgency of the user's business with the priority stored in the emergency business information storage means by judging the content of the message between the customer and the automatic voice response device by the voice recognition means. At the same time, based on the result of whether the destination of the call is in the disaster area or not, the corresponding base is switched. In other words, when the destination of the call is in a disaster area, it goes to the operator receiver, when the urgency is high, it goes to the service base in charge of the area where the call originated, and when the urgency is low, it goes to the voice guidance by the automatic voice response device. A destination switching device is used to switch destinations.

JP 2008-152439 A

However, in the above configuration, switching to the voice guidance by the automatic voice response device is performed only when the degree of urgency is low. Therefore, in other situations, a person such as an operator must respond, which places a heavy burden on human resources.
Also, even when the degree of urgency is low, if an inquiry from a user cannot be answered, an operator or other person has no choice but to deal with it. As a result, the human burden is further increased, and an early improvement is desired.

SUMMARY OF THE INVENTION Accordingly, it is an object of the present invention to provide a method for constructing an automatic response database for an elevator and a system for constructing an automatic response database for an elevator, which can reduce the burden on a person.

A method for constructing an automatic response database for a lifting device according to the present invention is an automatic response database for a lifting device for use in a lifting device having an automatic response unit that automatically responds to an inquiry by voice from a user regarding the lifting device. , wherein the automatic response unit includes a reading step of automatically reading a message of an inquiry from a user, and an extraction step of extracting at least one word from the words included in the message read in the reading step. a step, a word extracted in the extracting step, and related to the word, the operation status of the lifting device, the status information of the site where the lifting device is installed, the arrangement status of the staff, and the arrangement destination of the staff. and a writing step of writing at least one relevant item and a message for answering the user audibly based on said word and said relevant item into a database.

According to the present invention, the automatic response unit automatically reads a message inquiring about the lifting device from the user, extracts at least one word from the words included in the read message, and extracts the extracted word and the word At least one related item of the operating status of the lifting device, the status information of the site where the lifting device is installed, the arrangement status of the staff, and the arrangement destination of the staff, and a message to the user based on the word and the related item By automatically writing a message for answering by voice into the database, it becomes possible to automatically respond to inquiries about the lifting device from the user.

Further, in the method for constructing an automatic response database for a lifting device according to the present invention, in the writing step, of the related items related to the word, the dispatch destination of the attendant and/or the dispatch status of the attendant are written in the writing step. A judgment step may be provided for judging whether or not the arrangement of attendants is necessary.

As described above, the judgment step is performed by writing in the write step the destination of the staff, the status of the staff, or both (the destination of the staff and the status of the staff) among the related items related to the word. It is possible to judge whether or not to arrange staff.

Further, in the method for constructing an automatic response database for a lifting device according to the present invention, the automatic response unit writes the relation written in the writing step from among a plurality of messages pre-registered in the database for each of the related items. A configuration may be employed in which a message of a related item similar to the item is selected and written into the database in the writing step.

As described above, a message of a related item similar to the related item written in the writing step is selected from a plurality of messages registered in advance in the database for each related item, so that an accurate message can be sent quickly. Can write to the database.

In addition, in the method for constructing an automatic response database for a lifting device of the present invention, in the database, inappropriate related items that are not appropriate related items to be written in the writing step, or inappropriate related items that should be written in the writing step If there is an inappropriate message that is not an appropriate message, there may be a correction step of correcting it to an appropriate related item or appropriate message.

As described above, if there are inappropriate related items or inappropriate messages in the data written in the write step, by correcting them to appropriate related items or appropriate messages in the correction step, Able to give correct responses to inquiries.

Further, in the method for constructing an automatic response database for a lifting device of the present invention, when it is determined in the determination step that the staff needs to be arranged, the related items written in the database and the inquiry from the user are actually checked. After processing corresponding to the database, compare with a true related item written in a storage device different from the database, and if the two are different, use the related item written in the database may be configured to prohibit automatic responses to inquiries from users.

As described above, when the automatic response unit performs an automatic response, if it is determined in the determination step that the above-mentioned attendant needs to be arranged, the relevant items written in the database are written to a storage device separate from the database. If the two are different, the related item written in the database is prohibited from being used. can be avoided.

Further, the system for constructing an automatic response database for a lifting device of the present invention is a system for constructing an automatic response database for use in a lifting device having an automatic response unit that automatically responds to inquiries from users regarding the lifting device. wherein the automatic response unit includes reading means for automatically reading a message of inquiry from a user; extracting means for extracting at least one word from words included in the message read by the reading means; Words extracted by the extracting means, and at least one of the operation status of the lifting device, information about the situation of the site where the lifting device is installed, staff arrangement status, and staff arrangement destination related to the word The present invention is characterized by comprising writing means for writing the relevant item and a message for giving a voice reply to the user based on the word and the relevant item in a database.

According to the present invention, the automatic response unit automatically reads a message inquiring about the lifting device from the user, extracts at least one word from the words included in the read message, and extracts the extracted word and the word At least one related item of the operating status of the lifting device, the status information of the site where the lifting device is installed, the arrangement status of the staff, and the arrangement destination of the staff, and a message to the user based on the word and the related item By automatically writing a message for answering by voice into the database, it becomes possible to automatically respond to inquiries about the lifting device from the user.

Further, in the system for constructing an automatic response database for a lifting device according to the present invention, the writing means writes the arrangement destination of a staff member and/or the arrangement status of a staff member among the related items related to the word. A judgment means may be provided for judging whether or not an attendant needs to be arranged.

As described above, the judging means writes by the writing means the dispatched party of the attendant or the dispatched status of the attendant, or both of them (the dispatched party of the attendant and the dispatched status of the attendant) among the related items related to the word. It is possible to judge whether or not to arrange staff.

Further, in the automatic response database construction system for a lifting device according to the present invention, the automatic response unit includes a plurality of messages registered in advance in the database for each of the related items. A configuration may be employed in which a message of a related item similar to the item is selected and written in the database by the writing means.

As described above, since a message of a related item similar to the related item written by the writing means is selected from a plurality of messages registered in advance in the database for each related item, an accurate message can be sent quickly. Can write to the database.

The present invention enables an automatic responder to automatically write to a database at least one word, at least one associated item associated with the extracted word, and a message for answering the user by voice. Provided are a method for constructing an automatic response database for a lifting device and a system for constructing an automatic response database for a lifting device that can reduce the burden on a person by automatically responding to inquiries about the lifting device from be able to.

1 is a block diagram showing the basic configuration of a system used for executing a method for constructing an automatic response database for elevators according to the present embodiment; FIG. It is a block diagram which shows the structure of an automatic response server. It is a figure which shows the content written into the database. It is a flow chart of the first half for learning. FIG. 5 is a second half of the flowchart showing the continuation of FIG. 4 ; FIG.

An embodiment of a lifting device according to the present invention, in this embodiment, a method and system for constructing an automatic response database for an elevator will be described below with reference to the drawings.

FIG. 1 is a block diagram showing the basic configuration of a building system used to execute the method of building an automatic response database for elevators.

In the construction system of FIG. 1, an automatic response server 1 is connected to an information system 2, a database 3, a storage device 4, an input device 5, an information terminal 6, a power receiving terminal 7, and a remote monitoring server 8. An intercom 9 provided in the car is connected to the remote monitoring server 8 , and the intercom 9 is connected to the automatic response server 1 via the remote monitoring server 8 .

The automatic response server 1 is an automatic response unit that automatically responds to telephone inquiries about elevators from users. When the automatic response server 1 automatically responds to a telephone inquiry from a user, a message corresponding to the content of the inquiry is selected from the messages stored in the database 3 constructed for automatic response as shown in FIG. By selecting and outputting by voice, it is possible to automatically answer the call from the user. This automatic response server 1 comprises reading means 10, extraction means 11, writing means 12, and correction means 13, as shown in FIG. A telephone call from a user includes an intercom 9 provided in a car in addition to a fixed telephone or a mobile telephone. The voice may be a synthesized voice generated by an automatic response unit, or may be a pre-recorded human voice.

The reading means 10 is a means for automatically reading a telephone inquiry message from the user, and converts the telephone inquiry message (speech) from the user into a text string using a general-purpose speech recognition device (not shown). do. The message of the inquiry from the user may be directly read by the voice recognition device by the automatic response unit, or the message when the user and the operator exchanged may be read by the voice recognition device.

The extracting means 11 extracts the words contained in the message read by the reading means 10, that is, the character strings converted into text by the speech recognition device, into a database (storage device, not shown) separate from the database 3, for example. If there is a word that matches a word in a query word list (not shown) in which many words are stored, then the word (at least one word) in the string is extracted. For example, if the text string is "The elevator doesn't work, please come right away." Elevator" and "not moving" are extracted as two words. FIG. 3 shows a state in which words that match the words in the word list are extracted and written in the word 1 and word 2 columns. Although one and two words are extracted in this embodiment, only one word or more than two words may be extracted. The inquiry word list includes "elevator" when the lifting device is an elevator, "escalator" when the lifting device is an escalator, and other words such as "door", "button", "indicator", "bell", " Chime", "Floor", "Fan", "Lighting", "Key", "Inspection date", "Change", "Test", "Inspection", "Visiting", "Blackout", "Earthquake", "Fire" , "Lost", "Still", "Repeat", "Dropped", "Sound", "Stop", "Vibrate", "Move", "Do not display", "Do not open", "Close No" etc. are stored.

The writing means 12 stores the word extracted by the extracting means 11, the operating status of the elevator, the status information of the site where the elevator is installed, the site specifications, the staff arrangement status, and the staff arrangement destination related to the word. , and a message for answering the user by voice based on the word and the related item.

The storage device 4 is a device for correctly recording (storing) what kind of processing was performed by which party in response to an operator's response to a telephone inquiry (report of failure, etc.) from a user. Specifically, the storage device 4 is, for example, a device that records (stores) whether or not maintenance (technical personnel) has taken measures to move the malfunctioning elevator and completed the operation. For example, the storage device 4 stores dialogue information, related items, and messages when an operator responds to an inquiry from a user. Therefore, the automatic response server 1 converts the dialogue information into text as described above, extracts words that match the textualized words from the word list, and stores related items related to the extracted words from the storage device 4. It can be retrieved as a true related item. Also, based on the true related item retrieved from the storage device 4, a message written in the database 3 together with a hidden keyword, which will be described later, can be retrieved from the storage device 4 as a true message. Since the contents written in the database 3 by the auto-response server 1 are not necessarily correct for the true related items and true messages extracted in this way, it is checked whether there is an error in the written contents. used to

The input device 5 is used by an operator (person) to input field conditions and the like or to correct data written in the database 3 .

The information terminal 6 provides on-site status information (e.g., "blackout"), on-site arrangement destinations (e.g., "maintenance", "sales", "inspection", etc.), and information on the arrangement status (e.g., "secondment", "standby", etc.). It is a terminal for notifying the automatic response server 1 . When the information terminal 6 notifies the automatic response server 1 of the destination (for example, maintenance), the automatic response server 1 automatically writes "required" in the arrangement column of the database 3 . Conversely, if the information terminal 6 does not notify the automatic response server 1 of the destination, the automatic response server 1 automatically writes "unnecessary" in the arrangement column of the database 3 . It should be noted that, if the necessity of arrangement is determined only by the destination, the necessity of arrangement may be mistaken. In other words, if the order status is "seconded", it means that the engineer has already gone to the site, so the automatic response server 1 automatically writes "unnecessary" in the order column of the database 3. In this embodiment, the necessity of making arrangements is determined based on the information on the order destination or the information on the order status.

The power receiving terminal 7 is a terminal to which a telephone other than the intercom 9, that is, a fixed telephone or a mobile telephone from the user is connected.

The remote monitoring server 8 is a server for monitoring the operational status of each site, especially of elevators, and notifying the automatic response server 1 of the operational status (for example, "suspension").

The information system 2 is a system for managing site specifications of individual sites. The site specifications include information such as product number, date of delivery, installation location, location of emergency bell reset button, and the like.

After writing the words extracted by the extraction means 11, the automatic response server 1 sends the specific contents of the related items related to the extracted words from the remote monitoring server 8, the information system 2, and the information terminal 6 described above. I try to get it by receiving it. Then, the automatic response server 1 writes the specific contents of the received related item into the database 3 by the writing means 12 .

Next, writing a message to database 3 will be described. First, the automatic response server 1 uses the writing means 12 to select from a plurality of messages registered in advance in the database 3 for each related item (seven messages No. 1 to No. 7 are stored in FIG. 3). Select the message of the related item that is similar to the written related item and write the message number (1 to 7) in the database 3.

To explain an example of the method of selecting a message and writing it to the database 3, the database 3 stores, for example, Nos. 1 to 7 (in this case, 7 messages) in the second row table of the database 3 in FIG. ) messages are stored. In each of these messages, the contents of related items corresponding to the message are stored as hidden keywords. By searching for the hidden keyword, the message corresponding to the hidden keyword can be selected. For example, for the No. 1 message, "reset button location" is stored as a hidden keyword. Therefore, if the automatic response server 1 plans to write "reset button location" in the field specification column, the automatic response server 1 searches for this "reset button location" from the hidden keywords, so that the message "Reset at reset button location" of No. 1 Please press the button." and write 1, which is the message number, in the No. 1 message field. In the case of the No. 2 message, "blackout" is stored as a hidden keyword. Therefore, if the auto-response server 1 plans to write "power outage" in the status information column, it searches for this "power outage" from the hidden keyword and returns message No. 2 "Elevator has stopped due to power outage. Operation will be resumed after the power is restored.", and write 2, which is the message number, in the No. 2 message column. Further, if the message is No. 3, three items of "suspension", "secondment", and "maintenance" are stored correspondingly. Therefore, if the automatic response server 1 is planning to write "suspension" in the column of operation status, "secondment" in the column of arrangement status, and "maintenance" in the column of dispatched party, these "suspension", "secondment", and "maintenance" ' from the hidden keywords, the message is identified as No. 3, 'A technician is already heading there.', and the message number 3 is written in the message column of No. 3. Further, if it is a message of No. 4, three items of "suspension", "standby" and "maintenance" are stored correspondingly. Therefore, if the automatic response server 1 is planning to write "suspension" in the operation status column, "standby" in the dispatch status column, and "maintenance" in the dispatch destination column, these "suspension", "standby", and "maintenance" by searching hidden keywords for the contents of the three items, the message is identified as No. 4, "We will arrange a technician." The messages written in the message columns of No. 5 and No. 6 are the same as the messages of No. 4, but only "maintenance" is written in the items of No. 5 and No. 6. is also stored as the hidden keyword of the No. 4 message. Therefore, if the automatic response server 1 is planning to write "maintenance" in the column of the dispatched party, by searching for this "maintenance" from the hidden keyword, it will be determined that the message is No. 4 "I will arrange a technician." Then, write 4, which is the message number, in the No. 5 and No. 6 message fields.

In this way, since the message of the related item similar to the related item written by the writing means 12 is selected from among the plurality of messages registered in advance in the database 3 for each related item, an accurate message can be sent quickly. can be written to database 3 at A related item similar to the written related item refers to a related item with the same character in this embodiment. Including what you can do.

Also, although the messages written in the message columns of No. 7 and No. 8 are different, since the destination is the same as "sales" in both cases, it is a special case in which it is impossible to distinguish between them only by the contents of the related items. In this case, in No.7, three words, word 1 "inspection date", word 2 "change", and arrangement destination "sales" are stored as hidden keywords corresponding to the message in No.5. Therefore, if the automatic response server 1 is planning to write "sales" in the column of the destination, in addition to this "sales", the two words "inspection date" and "change" are taken out and searched from the hidden keywords. specifies that the message is No. 5, "Please tell us your desired inspection date.", and writes the message number 5 in the No. At the time of automatic response, the automatic response server 1 conveys message No. 5, "Please tell us your desired inspection date." to the user. The response server 1 confirms the schedule for August 25 in the sales representative's schedule, and if there is no schedule, responds to the user with "I understand." Enter the inspection date. Conversely, if the person in charge of sales mentioned above has another schedule on August 25th, he/she will not be available on that day. Reply to tell me another day. In No. 8, the word 1 "test", the word 2 "attendance", and the order destination "sales" are stored in correspondence with the message of No. 6. FIG. Therefore, if the automatic response server 1 is planning to write "sales" in the column of the destination, the two words "test" and "tachiai" are taken out in addition to "sales" and searched from the hidden keywords. , and specifies that the message is No. 6, "Please tell us the date you would like to attend the test." At the time of automatic response, the automatic response server 1 conveys message No. 6, "Please tell us your desired date for witnessing the test." The automatic response server 1 confirms the schedule for August 25 in the sales representative's schedule, and if there is no schedule, responds "I understand" to the user, and confirms the sales representative's schedule. Enter the inspection date in . Conversely, if the person in charge of sales mentioned above has another schedule on August 25th, he/she will not be available on that day. Reply to tell me another day. If the message is No. 9, the dispatched party is "inspection", and the message is stored corresponding to the message No. 7. Therefore, if the automatic response server 1 plans to write "examination" in the column of the destination, the automatic response server 1 retrieves this "inspection" from the hidden keywords, and the message is No. 7, "Please tell us your desired examination date." , and writes 7, which is the message number, in the No. 9 message field. In this case as well, when the automatic response server 1 conveys the message No. 7, "Please tell us your desired examination date." , the automatic response server 1 confirms the schedule for August 25 in the sales representative's schedule, and if there is no schedule, responds to the user with "I understand." Enter inspection dates in the table. Conversely, if the person in charge of sales mentioned above has another schedule on August 25th, he/she will not be available on that day. Reply to tell me another day.

In addition, the automatic response server 1 stores in the database 3 inappropriate related items that should not be written by the writing means 12, or inappropriate messages that should not be written by the writing means 12. exists, it has a correction means 13 (see FIG. 2) for correcting it to an appropriate related item or an appropriate message. Therefore, when the automatic response server 1 completes writing to the database 3, it compares the true related items and true messages stored in the storage device 4 with the related items or messages written in the database 3. If they are different, the content of the true related item and the true message number stored in the storage device 4 are copied by the correcting means 13, and the corresponding (different) related item column and the message in the database 3 are copied. Rewrite by overwriting in the column. In this embodiment, the correcting means 13 is provided in the automatic response server 1, but the operator may manually correct the content of the relevant item or the message number appropriately.

In the database 3, as shown in FIG. 3, a word 1 column, a word 2 column, an operation status column, a situation information column, a site specification column, an arrangement column, an arrangement status column, and an arrangement destination column , message column, but it can also be configured with six columns: word column, operation status column, status information column, order status column, destination column, and message column. good. That is, the number of these columns, that is, the number of pieces of information, may be other numbers. Also, in FIG. 3, the contents processed with nine users from No. 1 to No. 9 are written. Responses can be made smoother and faster.

Writing to No. 1 to No. 9 of the database 3 in FIG. 3 by the automatic response server 1 will be described. No. 1 is a case in which the user receives a telephone call stating that the bell at the platform is ringing and does not stop. According to the information from the information system 2, write "reset button location" in the field specification column. From the hidden keyword "reset button location" described above, select the message No. 1 in the message column and write the message number 1 in the message column. In this embodiment, in order for the automatic response server 1 to determine whether or not to arrange an attendant, it is necessary only when information on the dispatch status, which is a related item related to the extracted word, is obtained from the information terminal 6. is necessary, the automatic response server 1 writes "required" in the arrangement column.

No. 2 to No. 4 are cases in which the user receives a phone call that "the elevator does not work." No. 2 writes "power outage" in the status information based on the information from the information terminal 6 . In this case, the automatic response server 1 determines that it is not necessary to arrange for a staff member because the information on the destination, which is a related item related to the word, cannot be obtained from the information terminal 6 . In addition, since the related item is "power outage", the second message "Elevator has stopped due to power outage. Operation will resume after power outage is restored." A message is selected and a message number of 2 is written. In No. 3, the information from the information terminal 6 indicates that the dispatched party is "maintenance". Write "secondment" in the order status. As described above, if the arrangement status is "seconded", the arrangement has already been made, so no arrangement is necessary, and the automatic response server 1 writes "unnecessary" in the arrangement column. In this case, the No. 3 message "A technician is already on his way" is selected from the aforementioned hidden keywords "suspension", "departure", and "maintenance", and the message number 3 is displayed in the message column. written. In No. 4, similarly to No. 3, information is obtained from the information terminal 6 that the destination is "maintenance", and "maintenance" is written. The response server 1 makes a decision and writes "required" in the arrangement column. From the above-mentioned hidden keywords "pause", "standby" and "maintenance", No. 4 message "I will arrange a technician" is selected and the message number 4 is written in the message field. In addition, No. 3 and No. 4 can obtain not only the arrangement status related to the word from the information terminal 6 but also the information of the arrangement destination, so that the automatic response server 1 can accurately judge the necessity of arrangement of the attendant. .

In No. 5, when receiving a phone call from the user saying, "There is a sound coming from somewhere," write the extracted word "sound" in the word 1 column. Further, by obtaining the related item "maintenance" related to the word from the information from the information terminal 6, the automatic response server can tell that the word "sound" and the related item "maintenance" need to be arranged. 1 decides. Then, the automatic response server 1 writes "maintenance" as the dispatch destination and "necessary" in the dispatch field, and from the above-mentioned hidden keyword "maintenance", No. 4 message "I will arrange a technician". Select the message and write the message number 4 in the message field. In No. 6, when receiving a phone call from the user that "something was dropped in the gap of the elevator door", write "gap" in the column of word 1 and "dropped" in the column of word 2, and press the information terminal. By obtaining the related item "maintenance" related to the word from the information from 6, the automatic response server that arrangements are necessary for the two words "gaps" and "dropped" and the related item "maintenance" 1 decides. Then, the automatic response server 1 writes "maintenance" as the dispatch destination, selects No. 4 message "I will arrange a technician" from the above-mentioned hidden keyword "maintenance", and selects the message number in the message column. Write 4 of

In No. 7, when receiving a phone call from the user saying "I want to change the inspection date of the elevator", the extracted words "inspection date" are entered in the word 1 column and "change" is entered in the word 2 column. Write. Further, the automatic response server 1 determines that arrangements are necessary by obtaining the related item "sales" related to the word from the information from the information terminal 6. FIG. Then, the automatic response server 1 writes "sales" as the destination, and from the hidden keywords "inspection date", "change" and "sales", the No. 5 message "Please tell us the desired inspection date" is sent. Select it and write the message number 5 in the message column. In No. 8, when receiving a phone call from a user saying, "We would like to conduct an operation test of a newly installed elevator, so we would like you to attend." into the column of word 2 respectively. Further, the automatic response server 1 determines that arrangements are necessary by obtaining the related item "sales" related to the word from the information from the information terminal 6. FIG. Then, the automatic response server 1 writes "sales" as the destination, and from the hidden keywords "test", "attendance", and "sales", the No. 6 message "Please tell us your desired test attendance date" is sent. Select and write the message number 6 in the message field.

In No. 9, when receiving a phone call from the user saying "I want to change the date of the periodic inspection of the elevator", the extracted words "regular inspection" are entered in the word 1 column, and "change" is entered in the word 2 column. write each. Further, the automatic response server 1 determines that arrangements are necessary by obtaining the related item "inspection" related to the word from the information from the information terminal 6 . Then, the automatic response server 1 writes "inspection" as the destination to be arranged, selects the message No. 7 "Please tell me the desired inspection date" from the hidden keyword "inspection", and selects the message in the message column. Write the number 7.

As described above, the database 3 contains one word (word 1) or two words (word 1 and word 2), elevator operation status (e.g., operation, suspension, inspection, etc.), site status information ( power outages, earthquakes, inspections, etc.), on-site specifications (e.g., product number, date of delivery, installation location, location of emergency bell reset button, etc.), information on whether staff arrangements are necessary, staff arrangement status ( (e.g. secondment, standby, etc.), place of staff arrangement (e.g., maintenance, sales, inspection, etc.), necessity of staff arrangement (necessary, not required), message number when responding to the user by voice (7 in FIG. 2) pattern) and is written and completed. After completion, the auto-response server 1 will be able to auto-response with the user. In addition, since the message of the related item similar to the related item written by the writing means 12 is selected from among a plurality of messages pre-registered in the database 3 for each related item, an accurate message can be quickly stored in the database. 3 can be written. A related item similar to the written related item refers to a related item with the same character in this embodiment. Including what you can do.

In addition, if the automatic response server 1 cannot respond to the content of the message when receiving a telephone contact from the user, the questions No. 1 to No. 7 for narrowing down written in the database 3 (see the third row in FIG. 3) ) to inquire of the user about the content, the content of the message of the inquiry from the user can be clarified.

As described above, the automatic response server 1 constructs the automatic response database (hereinafter simply referred to as database) 3 shown in FIG. Specifically, as shown in the flow charts of FIGS. 4 and 5, in order to build the automatic response database 3, it is necessary to input a huge amount of data in advance because the building is done while learning. is unnecessary, and an automatic response can be realized with a simple configuration.

A method of constructing the database 3 will be described based on the flowcharts of FIGS. 4 and 5. FIG. When learning is started, data, that is, words, related items related to the words, that is, operation status, situation information, site specifications, necessity of staff arrangement, staff (step S1), and determines whether or not to write the data of the arrangement status, the arrangement destination of the attendant, and the message (in this embodiment, seven related items), and if so, the message (voice) of the inquiry from the user is converted into text by a speech recognition device (step S2, reading step). Words (word 1 and word 2) are extracted from the text string (step S3, extraction step). As described above, this word extraction is performed by extracting a character string in which words that match the words in the word list of the query that stores a large number of words in a database (storage device) other than the database 3 are converted into text. If so, extract the words (word 1 and word 2) in the string. The extracted words (word 1 and word 2) are written in the database 3 (step S4, writing step).

Subsequently, if the remote monitoring server 8 has a write (for example, pause) relating to the operation status of the elevator, for example, "pause", the automatic response server 1 acquires "pause" and writes it to the database 3 (step S5, write step). Also, the automatic response server 1 acquires the "reset button location" and writes it to the database 3 if there is a write about the site specification in the information system 2, for example, the "reset button location" (step S6, writing step). In addition, the automatic response server 1 acquires "power outage", "normal", etc., and writes them to the database 3 (step S7, writing step). Furthermore, the automatic response server 1 acquires "maintenance," "sales," "inspection," if there is a write-in regarding the destination (for example, "maintenance," "sales," "inspection," etc.) in the information terminal 6. and write it in the database 3 (step S8, writing step). In step S8, if the dispatched party is, for example, "maintenance" and the arrangement status is, for example, "seconded", it is determined that no arrangement is necessary, and the dispatched party is, for example, "maintenance" and the arrangement status is For example, if it is "standby", it is determined that an arrangement is necessary. (judgment step). Then, for example, the destination is set to "maintenance", the order status is set to "standby", and the order is set to "required", and these are written together in the database 3 (step S9, writing step). In the determination step, the information on the destination and the order status, which are the related items related to the word, is obtained from the information terminal 6, and based on the information on the destination and the order status, it is determined whether or not the staff should be arranged. Judgment is preferred.

After the related items (status information, dispatch destination, etc.) related to the words from step S4 to step S9 are written, the messages registered in advance in the database 3 for each related item are selected from among the messages to be written. However, a message of a related item close to the related item is selected, and the message number is written in the message column on the right end of the database 3 (step S10, writing step).

When the writing is completed, as described above, if the related items and messages written to the database 3 are different from the true related items and true messages recorded in the storage device 4, the database 3 is corrected to a true related item and a true message and written (step S11, correction step).

After the correction, it is determined whether or not to verify the contents (related items and messages) written in the constructed database 3 of FIG. 3 (step S12). If it is determined to verify (Yes), it is checked whether the related items and messages in the database 3 match the true related items and true messages in the storage device 4 (step S13). Checking in step S14 whether the related items and messages in the database 3 and the true related items and true messages in the storage device 4 are consistent is the step S11 in which the database 3 is compared to the true related items and true messages. This is because there are cases in which the related items that should be corrected in the original are not actually corrected due to an error in the control unit or the like.

If the related item and the message do not match in step S14, use of the related item and message in the database 3 is prohibited (step S14), and the process proceeds to step S15. If the contents are not verified in step S12 and if the related items and messages match in step S13, the process moves to step S15 to determine whether or not to end the learning. When the learning ends, the learning ends, and when the learning does not end, the process returns to step S1.

The present invention is a system for constructing an automatic response database for use in an elevator equipped with an automatic response unit 1 that automatically responds to inquiries from users regarding the elevator, wherein the automatic response unit 1 is configured to reading means 10 for automatically reading an inquiry message from; extraction means 11 for extracting at least one word from the words included in the message read by the reading means 10; (said word 1 and word 2), and at least one of the operation status of the lifting device, information about the situation of the site where the lifting device is installed, staff arrangement status, and staff arrangement destination related to the word and a writing means 12 for writing into a database a message for answering to the user by voice based on the word and the related item. It may be a database construction system.

Further, the building system comprises a judgment means for judging whether or not the arrangement of the clerk is necessary by writing the arrangement destination of the clerk and/or the arrangement status of the clerk related to the word by the writing means 12. there is Further, the automatic response unit 1 selects a message of a related item similar to the related item written by the writing means 12 from among a plurality of messages registered in advance in the database 3 for each related item. The writing means 12 writes to the database 3 .

The present invention can be modified in various ways without departing from the scope of the invention. In addition, the specific configuration of each part is not limited to the above embodiment.

In the above embodiment, an elevator was explained as the lifting device, but an escalator may be used.

In the above embodiment, the message number is written in the message field of the database 3, but the message itself may be written.

DESCRIPTION OF SYMBOLS 1... Automatic response server (automatic response part), 2... Information system, 3... Database, 4... Storage device, 5... Input device, 6... Information terminal, 7... Power receiving terminal, 8... Remote monitoring server, 9... Intercom, 10...reading means, 11...extracting means, 12...writing means, 13...correcting means

Claims (8)

A method for constructing an automatic response database for a lifting device for use in a lifting device equipped with an automatic response unit that automatically responds to voice inquiries from a user regarding the lifting device, comprising:
The automatic response unit
a reading step for automatically reading a message of inquiry from a user;
an extracting step of extracting at least one word from among the words contained in the message read in the reading step;
Words extracted in the extraction step, and at least one of the operation status of the lifting device, information about the situation of the site where the lifting device is installed, staff arrangement status, and staff arrangement destination related to the word a writing step of writing to a database the relevant item and a message for answering the user verbally based on the word and the relevant item;
A method for constructing an automatic response database for a lifting device, comprising: a determination step of determining whether or not the staff is required to be arranged by writing in the writing step the destination of the staff and/or the arrangement status of the staff among the related items related to the word; A method for constructing an automatic response database for a lifting device according to claim 1. The automatic response unit selects a message of a related item similar to the related item written in the writing step from among a plurality of messages preliminarily registered in the database for each of the related items, and 3. The method for constructing an automatic response database for a lifting device according to claim 1, wherein writing is performed in said database. If the database contains inappropriate related items that are not appropriate related items to be written in the writing step or inappropriate messages that are not appropriate messages to be written in the writing step, the appropriate 4. The method for constructing an automatic response database for a lifting device according to any one of claims 1 to 3, further comprising a correction step for correcting related items or appropriate messages. If it is determined in the determination step that it is necessary to arrange for the person in charge, the related items written in the database and the inquiry from the user are actually processed and then written to a storage device separate from the database. If the two are different from each other, it is prohibited to automatically respond to the inquiry from the user using the related item written in the database. 4. The method for constructing an automatic response database for a lifting device according to claim 2 or 3. A system for constructing an automatic response database for use in an elevator equipped with an automatic response unit that automatically responds to inquiries from users regarding the elevator,
The automatic response unit
reading means for automatically reading a message of inquiry from a user;
extracting means for extracting at least one word from the words included in the message read by the reading means;
Words extracted by the extracting means, and at least one of the operation status of the lifting device, information about the situation of the site where the lifting device is installed, staff arrangement status, and staff arrangement destination related to the word writing means for writing the related item and a message for answering the user by voice based on the word and the related item into a database;
A system for constructing an automatic response database for a lifting device, characterized by comprising: A determination means is provided for determining whether or not the staff is required to be arranged by writing by the writing means the destination of the staff and/or the arrangement status of the staff among the related items related to the word. 7. A construction system for an automatic response database for a lifting device according to claim 6. The automatic response section selects a message of a related item similar to the related item written by the writing means from among a plurality of messages preliminarily registered in the database for each of the related items, and 8. A construction system for an automatic response database for a lifting device according to claim 6 or 7, wherein data is written in said database.

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