JP5046603B2 - Service providing system, terminal device, service providing device, and program - Google Patents

Description

  The present invention relates to a service providing system, a terminal device, a service providing device, and a program, and more particularly, to a service providing system, a terminal device, a service providing device, and a program suitable for a support service such as a mobile communication terminal.

  In mobile communication terminals such as mobile phones and information processing apparatuses such as personal computers, the number of functions is increasing so that the user cannot grasp everything. In addition, since this type of product has various causes and phenomena due to the troubles that occur, the solution tends to be complicated and often cannot be handled by the user. Therefore, support services corresponding to inquiries from users are implemented and widely used by manufacturers and communication carriers.

  In a situation where a wide variety of products are distributed, it is necessary to respond according to the model and situation, so in addition to the contents of inquiries from the user, it is necessary to accurately grasp the specific information such as the model of the corresponding product. Can't provide a good support service. However, product specific information is generally complicated and difficult to understand, and it is often difficult for general users to recognize it accurately. Therefore, inaccurate unique information may be provided by the user's input, and an appropriate support service may not be provided.

  In some cases, the user can search for support information from a support service website or the like. However, in order to provide a more appropriate support service, human judgment may be required. Especially for users who are unfamiliar with the handling of the device, it may be easier to enter the inquiry content than to select the items subdivided by model name or program name. In many cases, human judgment is required. In addition, there are many cases in which individual specific measures are required for mobile communication services provided by contracts with respective users. Since the support service provided by the website provides a relatively simple service for an unspecified number of people, a support service utilizing an e-mail may be implemented for individual correspondence.

  In any case, in order to provide an appropriate support service, it is necessary to accurately acquire specific information such as the model name of the target product and the e-mail address to which e-mails are sent. When the user inputs information, not only may it become inaccurate, but also the input operation is complicated for the user. In particular, if an e-mail address is entered incorrectly, a support response will be sent to another person, which is undesirable from the viewpoint of personal information protection. Therefore, it is desirable that unique information, address information, and the like of a product can be acquired from the product (device) without depending on user input.

  Here, when the web server provides a web page, the web server generally acquires information on the terminal side. For example, an information device system may be updated on a web page. In this case, a program linked with a browser acquires the version information of the system and sends it to the web server side, which matches the current status of the system. Selected update programs can be provided. By using such a known method, the unique information (model name, etc.) of the terminal can also be acquired on the web server side. However, with this method, the e-mail address cannot be obtained from the terminal.

  In order to notify the support service side of the e-mail address on the terminal side without the user's input, the e-mail may be transmitted. Therefore, in order to notify both the unique information of the terminal and the e-mail address to the support service, it is necessary to access the website and send the e-mail, respectively, and the user's work becomes complicated.

In order to eliminate such inconvenience, by sending a blank e-mail, the terminal e-mail address is notified, and an e-mail containing address information for accessing a predetermined web page is returned to the web page. A method of making access is also proposed (for example, Patent Document 1).
JP 2003-216553 A

  However, in the method of Patent Document 1, first, an empty mail is transmitted, waiting for a reply mail to arrive, the received reply mail must be opened, and address information must be selected. There are many wastes. Therefore, a method that is more seamless and less burdensome on the user's input is desired.

  The present invention has been made in view of the above circumstances, and provides a service providing system, a terminal device, a service providing device, and a program capable of easily and efficiently realizing an appropriate support service and the like. Objective.

In order to achieve the above object, a service providing system according to the first aspect of the present invention includes:
A service providing system comprising a service providing device for providing a service related to a terminal device, and a terminal device connected to the server via a communication network,
The service providing apparatus includes:
Web page providing means for providing a web page that excites the electronic mail function of the terminal device to the terminal device via the communication network;
Inquiry information acquisition means for acquiring the same inquiry information input at the terminal device from the web page and the email sent by the excited email function,
Unique information acquisition means for acquiring encrypted unique information of the terminal device from the web page and / or the email transmitted by the excited email function;
Decryption means for decrypting the encrypted unique information acquired by the unique information acquisition means;
Storage means for storing the specific information decoded by the decoding means and the inquiry information acquired by the inquiry information acquiring means in association with each other;
Unique information discriminating means for discriminating whether or not the encrypted unique information is included in the email sent by the excited email function;
If it is determined that the encrypted unique information is not included in the e-mail, the specific information associated with the inquiry information included in the e-mail and the storage means is specified , and If it is determined that the encrypted unique information is included in the e-mail, unique information identifying means for decrypting the encrypted unique information and identifying the unique information;
Service information search means for searching for service information based on the specific information specified by the specific information specifying means and the inquiry information associated with the specific information;
Service providing means for providing service information searched by the service information searching means using a source address of an email sent by the excited email function, and
The terminal device
In the session of the web page provided from the service providing device, and the inquiry information, and the session transmitting means for transmitting the unique information of the terminal device encrypted,
An e-mail exciter that excites an e-mail function of the terminal device in response to an operation on the web page;
Using the e-mail function excited by the e-mail excitation means, and generating an e-mail including at least the inquiry information transmitted by the session transmission means , and an e-mail transmission means for transmitting to the service providing device,
It is characterized by that.

In order to achieve the above object, a terminal device according to the second aspect of the present invention provides:
A terminal device having at least a web browsing function and an e-mail function,
Specific information acquisition means for acquiring and encrypting the specific information of the terminal device when accessing a web page provided by a service providing device that provides a service related to the terminal device by the web browsing function;
Information transmitting means for transmitting the unique information encrypted by the unique information acquisition means and the inquiry information input in the web page in a session of the web page;
An email exciter that excites the email function in response to an operation on the web page;
An e-mail transmission unit that generates an e-mail including at least the inquiry information transmitted by the information transmission unit using the e-mail function excited by the e-mail excitation unit, and transmits the e-mail to an address designated on the web page When,
And the inquiry information transmitted by the information transmitting means and said email transmitting means, the information transmission means, and / or, and the unique information transmitted by the e-mail transmission means, before SL service providing apparatus on the basis of the service information but which has transmitted a service information receiving means for receiving,
Is provided.

The terminal device is
It is desirable to further include web page discrimination means for discriminating whether or not the accessed web page is a specific web page.
It is desirable that the unique information acquisition means acquires the unique information when accessing the specific web page .

In the terminal device,
The e-mail exciter may excite the e-mail function based on a mailto command described in the web page .

In the terminal device,
It is desirable that the e-mail transmission unit generates an e-mail including the specific information encrypted by the specific information acquisition unit in a subject .

In order to achieve the above object, a service providing apparatus according to the third aspect of the present invention provides:
A service providing device for providing a service related to a terminal device,
Web page providing means for providing, via a communication network, a web page that excites the electronic mail function of the terminal device in response to access from the terminal device;
E-mail receiving means for receiving, via the communication network, e-mail transmitted by the e-mail function of the terminal device excited by the web page provided by the web page providing means;
Unique information acquisition means for acquiring the encrypted unique information of the terminal device from the session of the web page provided by the web page providing means and / or the email received by the email receiving means;
Inquiry information acquisition means for acquiring the same inquiry information input at the terminal device from the session of the web page provided by the web page providing means and the email received by the email receiving means;
Service information search means for searching for service information based on the unique information acquired by the unique information acquisition means and the inquiry information acquired by the inquiry information acquisition means;
Service providing means for providing the service information searched by the service information searching means using the source address information of the email received by the email receiving means;
Decryption means for decrypting the encrypted unique information acquired by the unique information acquisition means;
Storage means for storing the specific information decoded by the decoding means and the inquiry information acquired by the inquiry information acquiring means in association with each other;
Unique information determining means for determining whether or not the encrypted unique information is included in the email received by the email receiving means;
If it is determined that the encrypted unique information is not included in the e-mail, the unique information associated with the inquiry information included in the e-mail and the storage unit is specified , If it is determined that the encrypted unique information is included in the e-mail, the unique information identifying means for decrypting the encrypted unique information and identifying the unique information,
The service information search means searches for service information based on the specific information specified by the specific information specifying means and the inquiry information associated with the specific information;
It is characterized by that.

In the service providing apparatus,
Preferably, the unique information determining means determines whether or not the encrypted unique information is included in the subject of the email received by the email receiving means .

In the service providing device,
Preferably, the service information search means searches for the service information including support information related to the terminal device .

In order to achieve the above object, a program according to the fourth aspect of the present invention is:
At least a computer that controls a terminal device having a web browsing function and an e-mail function,
A function for acquiring and encrypting the unique information of the terminal device, triggered by accessing a web page provided by a service providing device that provides a service related to the terminal device by the web browsing function;
A function of transmitting the encrypted unique information and the inquiry information input on the web page in a session of the web page;
A function to excite the email function in response to an operation on the web page;
A function of generating an email including at least inquiry information transmitted in the session of the web page using the excited email function, and transmitting to an address specified in the web page;
And wherein the inquiry information transmitted in the session and the e-mail of the web page, the service said of the web page session, and / or, and the unique information that is transmitted in the e-mail, the previous SL service providing apparatus on the basis of the sent and a function of information, to receive,
It is characterized by realizing.

In order to achieve the above object, a program according to the fifth aspect of the present invention is:
On the computer,
A function of providing the terminal device with a web page that excites the electronic mail function of the terminal device in response to an access from the terminal device connected via a communication network;
A function of receiving an email transmitted by the email function excited by the provided web page via the communication network;
A function of acquiring the encrypted unique information of the terminal device from the web page session and / or the received e-mail;
A function of acquiring the same inquiry information input at the terminal device from the web page session and the received e-mail;
A function of decrypting the obtained encrypted unique information;
A function of storing the decrypted unique information and the acquired inquiry information in a storage device in association with each other;
A function of determining whether or not the received e-mail includes the encrypted unique information;
If it is determined that the encrypted unique information is not included in the electronic mail, the specific information associated with the inquiry information included in the electronic mail and the storage device is specified , and If it is determined that the encrypted unique information is included in the email, a function of decrypting the encrypted unique information to identify the unique information ;
A function of searching for service information based on the specified unique information and inquiry information associated with the specific information;
A function of providing the retrieved service information to the terminal device using a source address information of the received e-mail;
It is characterized by realizing.

  According to the present invention, it is possible to easily and efficiently provide an appropriate service.

  Embodiments according to the present invention will be described below with reference to the drawings. In the present embodiment, a case where the present invention is applied to a system that provides a support service for a mobile communication terminal will be described below as an example. FIG. 1 is a diagram schematically illustrating a configuration of a support system 1 according to the present embodiment. As illustrated, the support system 1 includes a mobile communication terminal 100, a service providing apparatus 200, and the like.

  The mobile communication terminal 100 is a telephone terminal device used in mobile communication such as a mobile phone, and communicates via a mobile network MN such as a cellular network through a wireless connection with a base station BS, as well as a predetermined gateway GW, etc. It is assumed that communication via the Internet IN or the like is possible. In the present embodiment, the mobile network MN and the Internet IN are collectively referred to as a communication network NW hereinafter.

  The service providing apparatus 200 is connected from the mobile communication terminal 100 via the communication network NW, and is an apparatus for providing a support service for the mobile communication terminal 100. For example, information processing such as a mainframe or a workstation is performed. Configured by the device. In the present embodiment, in response to an access from the mobile communication terminal 100, a service for providing support information regarding the mobile communication terminal 100 is performed. Therefore, the service providing apparatus 200 is operated by, for example, a manufacturer of the mobile communication terminal 100 or a communication carrier that provides a mobile communication service to the mobile communication terminal 100.

  In the present embodiment, it is assumed that the service providing apparatus 200 is operated by a manufacturer of the mobile communication terminal 100 and an official support service for the mobile communication terminal 100 is provided. In this case, it is assumed that a website that provides the official support service is opened by the service providing apparatus 200, and a web page (hereinafter referred to as “support page”) for receiving an inquiry from the user is provided.

  Detailed configurations of each of the mobile communication terminal 100 and the service providing apparatus 200 configuring the support system 1 will be described below. First, the configuration of the mobile communication terminal 100 will be described with reference to FIG.

  FIG. 2 is a block diagram showing the configuration of the mobile communication terminal 100. As illustrated, the mobile communication terminal 100 includes a control unit 110, a communication control unit 120, an operation unit 130, a display unit 140, a voice processing unit 150, a storage unit 160, and the like.

  The control unit 110 includes, for example, a CPU (Central Processing Unit), a RAM (Random Access Memory), and the like, and controls each unit of the mobile communication terminal 100. In this embodiment, the function for performing each process mentioned later is implement | achieved because the control part 110 runs a program.

  The communication control unit 120 includes a transmission / reception device for performing communication operation of the mobile communication terminal 100, and performs wireless connection with the base station BS by controlling the wireless transmission / reception operation by the antenna 121, so that the communication network NW The communication operation via is realized.

  The operation unit 130 includes, for example, predetermined keys and buttons operated by the user of the mobile communication terminal 100 and inputs an input signal corresponding to the operation to the control unit 110.

  The display unit 140 includes, for example, a liquid crystal display device, and displays and outputs screens related to the functions of the mobile communication terminal 100.

  The voice processing unit 150 is composed of, for example, a voice codec and performs voice input / output operations related to the voice call function of the mobile communication terminal 100. That is, the digital audio signal received by the communication control unit 120 is converted into an analog audio signal and output from the speaker 151, and the audio input from the microphone 152 is converted into a digital audio signal and provided to the communication control unit 120. Thus, a voice call is realized.

  The storage unit 160 includes, for example, a semiconductor storage device (ROM (Read Only Memory), flash memory, etc.), a hard disk device, and the like, and stores data and programs necessary for the operation of the mobile communication terminal 100. In this embodiment, storage areas such as a program storage unit 161, a terminal information storage unit 162, and an e-mail storage unit 163 are prepared, and predetermined information is stored in each storage area.

  The program storage unit 161 is an area for storing a program executed by the control unit 110. In the present embodiment, a program for performing each process related to the support service provided by the service providing apparatus 200 is stored.

  The terminal information storage unit 162 stores information related to the mobile communication terminal 100. In this embodiment, it is assumed that unique information of the mobile communication terminal 100, address information of the service providing apparatus 200, and the like are stored. Here, the unique information of the mobile communication terminal 100 is, for example, the model name, model number, manufacturing serial number, etc. of the mobile communication terminal 100.

  Further, it is assumed that the terminal information storage unit 162 also stores information related to the manufacturer of the mobile communication terminal 100 and accesses the identification information of the manufacturer and the support page provided by the service providing apparatus 200. Address information (for example, URL (Uniform Resource Locator)) is stored. These manufacturer information is assumed to be stored in the terminal information storage unit 162 when the mobile communication terminal 100 is manufactured, for example.

  The e-mail storage unit 163 stores information related to the e-mail function of the mobile communication terminal 100. In this embodiment, in addition to storing e-mails transmitted and received by the e-mail function, e-mail addresses assigned to the mobile communication terminal 100 are stored.

  Here, the function realized by the control unit 110 executing the program stored in the program storage unit 161 will be described with reference to FIG. Here, functions implemented to perform an operation based on the fingerprint authentication function of mobile communication terminal 100 will be described. As illustrated, the control unit 110 functions as a web access processing unit 111, a session processing unit 112, a terminal information acquisition unit 113, an access destination determination unit 114, an e-mail processing unit 115, and the like.

  The web access processing unit 111 accesses the website via the communication network NW in cooperation with the communication control unit 120. This web access is realized by a so-called web browser, and can access an arbitrary website (web page). In the present embodiment, the service providing apparatus 200 stored in the terminal information storage unit 162 in advance is used. By using the address information, a support page provided by the service providing apparatus 200 is accessed.

  The session processing unit 112 controls a session with a website (web page) accessed by the web access processing unit 111, and transmits and receives information via the web page. In the present embodiment, the web access processing unit 111 accesses terminal information acquired in the background operation in addition to transmitting information input by operating the operation unit 130 by the user of the mobile communication terminal 100. Send by session with web page. In this case, the session processing unit 112 is realized by a program linked with a web browser realized by the web access processing unit 111, and this program is downloaded from the support page as necessary.

  The session processing unit 112 performs an operation based on the description of the web page being accessed. In the present embodiment, the e-mail function (e-mail processing unit 115) is activated (excited) based on a command described in a web page (for example, “mail to” of HTML (Hyper Text Markup Language)). At the same time, the e-mail address described in the command is acquired.

  The terminal information acquisition unit 113 acquires unique information of the mobile communication terminal 100 from the terminal information storage unit 162 when accessing the support page provided by the service providing apparatus 200. The terminal information acquisition unit 113 also encrypts the unique information acquired from the terminal information storage unit 162 by a predetermined encryption method. In this case, for example, encryption using information relating to the manufacturer and information relating to the mobile communication terminal 100 stored in the terminal information storage unit 162 is performed as a public key or a secret key.

  The access destination determination unit 114 determines whether or not the website accessed by the web access processing unit 111 is a specific website (web page). In this embodiment, it is determined whether or not the support page provided by the service providing apparatus 200 is accessed, and the operation of the session processing unit 112 or the terminal information acquisition unit 113 is permitted when the access is to the support page. To do. In this case, for example, in addition to determining whether the access is to the support page based on the URL of the web page that the web access processing unit 111 is accessing, the program is added to the program that implements the session processing unit 112. It is determined whether the access is to the support page based on the digital signature.

  The e-mail processing unit 115 performs an operation related to the e-mail function of the mobile communication terminal 100. The e-mail processing unit 115 controls the communication control unit 120 to send and receive e-mails, as well as a session processing unit 112 and a terminal information acquisition unit. In cooperation with 113, an electronic mail including information input by the user and encrypted unique information is automatically generated. In this embodiment, the e-mail processing unit 115 sends the e-mail address acquired from the web page by the session processing unit 112, the specific information encrypted by the terminal information acquisition unit 113, the subject, and the inquiry entered by the user An e-mail is generated with the inquiry information indicating as a body.

  In the present embodiment, each function shown in FIG. 3 is realized by the control unit 110 executing a program. For example, hardware such as an ASIC (Application Specific Integrated Circuit) These functions may be realized by the configuration.

  The above configuration is a configuration necessary for realizing the present invention, and other configurations necessary for basic functions and additional functions as a mobile communication terminal are provided as necessary. To do.

  Next, the configuration of the service providing apparatus 200 will be described with reference to FIG. FIG. 4 is a block diagram illustrating a configuration of the service providing apparatus 200. As illustrated, the service providing apparatus 200 includes a control unit 210, a communication control unit 220, an input unit 230, an output unit 240, a storage unit 250, and the like.

  The control unit 210 includes, for example, a CPU and a RAM, and controls each unit of the service providing apparatus 200. In the present embodiment, each function for performing each process described later is realized by the control unit 210 executing the program.

  The communication control unit 220 includes, for example, a communication device such as a router or a NIC (Network Interface Card), and performs operations necessary for communication via the communication network NW.

  The input unit 230 includes, for example, an input device such as a keyboard or a pointing device, and inputs an input signal corresponding to an operator's operation to the control unit 210.

  The output unit 240 is composed of an output device such as a display device or a printer, for example, and outputs the processing result of the control unit 210 and the like.

  The storage unit 250 includes a storage device such as a hard disk device, for example, and stores data, programs, and the like necessary for the operation of the service providing device 200. In this embodiment, storage areas such as a program storage unit 251, a web page information storage unit 252, a session information storage unit 253, an e-mail storage unit 254, a support information storage unit 255, and the like are prepared. Is stored.

  The program storage unit 251 stores a program executed by the control unit 210. In the present embodiment, a program for realizing an operation of providing a support service to the mobile communication terminal 100 is stored.

  The web page information storage unit 252 stores information necessary for providing a support page. Here, image data constituting a support page, source text that can be interpreted by the browser of the accessed mobile communication terminal 100 (for example, data written in a markup language such as HTML), and the mobile communication terminal A program to be executed by the mobile communication terminal 100 in order to acquire unique information from 100 is stored. In the present embodiment, the source text of the support page provided to the mobile communication terminal 100 describes a command (such as “mail to”) that activates (excites) the electronic mail function of the mobile communication terminal 100. It is assumed that an e-mail address assigned to the service providing apparatus 200 is described in this command.

  The session information storage unit 253 stores information acquired by a session with the mobile communication terminal 100 that has accessed the support page. In the present embodiment, the unique information of the mobile communication terminal 100 and the inquiry information indicating the inquiry content input by the user of the mobile communication terminal 100, which is transmitted in a session with the mobile communication terminal 100 accessing the support page. And the like are stored in the session information storage unit 253.

  The e-mail storage unit 254 stores e-mail from the mobile communication terminal 100 received by the service providing apparatus 200. In this embodiment, the e-mail from the mobile communication terminal 100 transmitted to the e-mail address of the mail to command described in the support page is stored.

  The support information storage unit 255 stores support information provided to the mobile communication terminal 100. In this embodiment, since the support service is provided by the manufacturer of the mobile communication terminal 100, various support information for each product manufactured by the manufacturer is stored. Here, it is assumed that the support information is classified and stored by product specific information (model name, model number, manufacturing serial number, etc.).

  Here, a function realized when the control unit 210 executes a program stored in the program storage unit 251 will be described with reference to FIG. Here, a description will be given of functions that are realized in order to perform an operation related to a user change of the mobile communication terminal 100. As illustrated, the control unit 210 functions as a web server unit 211, a mail server unit 212, a support information search unit 213, and the like.

  The web server unit 211 causes the service providing apparatus 200 to function as a web server, and provides a support page accessible by the mobile communication terminal 100 using information stored in the web page information storage unit 252. At the same time, inquiry information, unique information, and the like are acquired from the mobile communication terminal 100 and stored in the session information storage unit 253 by the provided support page session. In this case, when the encrypted information is acquired by the session, the web server unit 211 decrypts the encrypted information using a decryption method corresponding to the encryption method and stores the decrypted information in the session information storage unit 253.

  The mail server unit 212 causes the service providing apparatus 200 to function as a mail server. The mail server unit 212 receives an email transmitted to an email address described in a support page provided by the web server unit 211 and stores the email. Stored in the unit 254. Here, when encrypted information is included in the received electronic mail, it is decrypted by a decryption method corresponding to the encryption method. In addition, a support service is provided to the mobile communication terminal 100 by transmitting an e-mail having the transmission source address of the received e-mail as a transmission destination.

  The support information search unit 213 searches for support information from the support information storage unit 255 based on the inquiry information acquired by the web server unit 211 and the mail server unit 212 and the unique information of the mobile communication terminal 100. The retrieved support information is included in the electronic mail transmitted by the mail server unit 212 and transmitted to the mobile communication terminal 100.

  In the present embodiment, the functions shown in FIG. 5 are realized by the control unit 210 executing the program. However, these functions may be realized by a hardware configuration such as an ASIC, for example.

  The operation of the support system 1 configured as described above will be described below with reference to the drawings. In the present embodiment, when the user of the mobile communication terminal 100 wants to receive support for the mobile communication terminal 100, the mobile communication terminal 100 is used to access the service providing apparatus 200, thereby providing the support service. Take action to receive.

  In this case, the support request process executed in the mobile communication terminal 100 will be described with reference to the flowchart shown in FIG. This support request process is started when the user instructs to access the support page by operating the operation unit 130.

  When the processing is started, the web access processing unit 111 operates, accesses the support page by controlling the communication control unit 120, and displays and outputs it on the display unit 140 (step S101).

  A display example of the support page is shown in FIG. FIG. 7A shows a display example of a support page at the time of access (hereinafter referred to as “support page (1)”). As shown in the figure, on the support page (1), there are arranged a text box for inputting inquiry contents, a “send” button for instructing transmission of text data inputted in the text box, and the like. In the present embodiment, after the user inputs the inquiry content to the support service into the text box by operating the operation unit 130, the content is transmitted to the service providing apparatus 200 by operating the “Send” button.

  When such a support page (1) is displayed, the web access processing unit 111 notifies the access destination determination unit 114 of the address information (URL and the like). Based on the notification from the web access processing unit 111, the access destination determination unit 114 determines whether the currently accessed page is a support page (step S102). Here, for example, based on the address information of the support page stored in advance in the terminal information storage unit 162, it is determined whether the address information notified by the web access processing unit 111 is that of the support page.

  If the currently accessed page is not a support page (step S102: No), the process is terminated without performing the subsequent processing. In this case, information transmission is not performed by the web page session, and only the web page display operation is performed.

  On the other hand, when the currently accessed page is a support page (step S102: Yes), the access destination determination unit 114 permits the operation of the session processing unit 112. In this case, the session processing unit 112 operates when the control unit 110 executes a program linked to the support page accessed by the web access processing unit 111.

  When the session processing unit 112 operates in this manner, the terminal information acquisition unit 113 is instructed to acquire specific information of the mobile communication terminal 100. The terminal information acquisition unit 113 accesses the terminal information storage unit 162 and acquires unique information indicating the model name, model number, manufacturing serial number, and the like of the control unit 110. The terminal information acquisition unit 113 encrypts the acquired unique information with a predetermined encryption method and delivers it to the session processing unit 112 (step S103).

  Here, the user operates the operation unit 130, inputs the inquiry content into the text box of the support page (1), and operates the “Send” button. Based on the input signal from the operation unit 130 at this time, the session processing unit 112 determines whether or not the transmission of the inquiry content is instructed (step S104).

  When the transmission is instructed (step S104: Yes), the session processing unit 112 controls the communication control unit 120, and text data (hereinafter referred to as “inquiry information”) indicating the inquiry content input in the text box. Then, the unique information of the mobile communication terminal 100 acquired by the terminal information acquisition unit 113 is transmitted to the service providing apparatus 200 (step S105).

  Here, the support page is switched to the next page (hereinafter referred to as “support page (2)”) by sending the inquiry information by operating the send button. A display example of this support page (2) is shown in FIG. As shown in the figure, on the support page (2), in addition to the message indicating receipt of the inquiry content, a message indicating that the reply is to be sent by e-mail is displayed.

  An e-mail address to the support service is displayed together with a message that prompts the user to send an e-mail in order to obtain an e-mail address as a transmission destination at the time of reply. This e-mail address is described by an HTML mail to command and is displayed so as to be selectable. Therefore, the electronic mail function of the mobile communication terminal 100 is activated by performing an operation of selecting the electronic mail address.

  The user of the mobile communication terminal 100 operates the operation unit 130 according to the message to select an e-mail address (hereinafter referred to as “excitation address”) displayed on the support page (2). When it is detected that the excitation address is selected based on the input signal from the operation unit 130 at this time (step S106: Yes), the e-mail processing unit 115 is activated by the instruction from the session processing unit 112, and electronic The mail function is excited (step S107).

  At this time, the session processing unit 112 uses the mail to command describing the excitation address on the support page (2) to send the e-mail address to the service providing apparatus 200 (hereinafter referred to as “inquiry”). As an "address for use"). The session processing unit 112 performs e-mail processing on the inquiry address acquired in this way, the unique information encrypted by the terminal information acquisition unit 113, and the inquiry information input in the text box of the support page (1). Delivered to part 115.

  The e-mail processing unit 115 uses the information delivered from the session processing unit 112 to automatically generate an e-mail (hereinafter referred to as “inquiry mail”) to be transmitted to the service providing apparatus 200 and display it on the display unit 140. (Step S108). At this time, as shown in FIG. 8, the e-mail processing unit 115 uses the inquiry address delivered from the session processing unit 112 as the transmission destination, the encrypted unique information as the subject, and the inquiry information input by the user as the text. Generated email.

  When transmission is instructed by the operation of the operation unit 130 by the user, the e-mail processing unit 115 controls the communication control unit 120 to transmit the generated inquiry mail to the service providing apparatus 200 (step S109). The process ends.

  By such processing, when the inquiry information input by the user is transmitted to the service providing apparatus 200, the unique information of the mobile communication terminal 100 is automatically transmitted to the service providing apparatus 200. In addition, since an e-mail can be transmitted without the user inputting an address or the like, the e-mail address of the mobile communication terminal 100 can be notified to the service providing apparatus 200 seamlessly. With this operation, the mobile communication terminal 100 requests the service providing apparatus 200 for a support service.

  Next, the operation of the service providing apparatus 200 that has received the inquiry mail from the mobile communication terminal 100 as described above will be described. Here, the service providing process executed by the control unit 210 of the service providing apparatus 200 will be described with reference to the flowchart shown in FIG. It is assumed that this service providing process is started when there is access to a support page provided by the service providing apparatus 200.

  When the process is started, the web server unit 211 acquires the unique information and inquiry information of the mobile communication terminal 100 transmitted in the session with the mobile communication terminal 100 established by accessing the support page (step S201). Here, since the unique information transmitted from the mobile communication terminal 100 is encrypted, the web server unit 211 decrypts the encrypted unique information, associates it with the inquiry information, and stores the session information storage unit. It stores in H.253 (step S202). Here, the inquiry information is associated with the decrypted unique information as a key and stored in the session information storage unit 253.

  Next, when the mail server unit 212 receives the inquiry mail transmitted from the mobile communication terminal 100 (step S203: Yes), the received inquiry mail is stored in the email storage unit 254 (step S204).

  Here, in the inquiry mail automatically generated by the mobile communication terminal 100, as described above, the encrypted unique information is the subject, but since it is encrypted, it is meaningful even when viewed by humans. This is a list of characters that should not be performed (see FIG. 8). Therefore, there is a possibility that the user of the mobile communication terminal 100 will transmit after deleting such a subject. For this reason, the mail server unit 212 determines whether or not there is encrypted unique information in the subject of the inquiry mail received from the mobile communication terminal 100 (step S205).

  When the received inquiry mail subject is encrypted unique information (step S205: Yes), the mail server unit 212 decrypts and rewrites the encrypted unique information (step S206).

  In this case, the mail server unit 212 obtains the transmission source address of the received inquiry mail, that is, the electronic mail address of the mobile communication terminal 100 (step S207), as the decrypted unique information, and the body of the inquiry mail The inquiry information described is notified to the support information search unit 213, and a search for support information is instructed.

  The support information search unit 213 accesses the support information storage unit 255 and searches for support information corresponding to the unique information and inquiry information notified from the mail server unit 212 (step S208). Here, since the inquiry information is input freely by the user, the support information search unit 213 extracts a keyword from the inquiry information by, for example, morphological analysis, and searches for support information based on the extracted keyword. Further, since the unique information acquired from the mobile communication terminal 100 is the model name, model number, manufacturing serial number, etc. of the mobile communication terminal 100, support information classified so as to correspond to such unique information. To find the one that matches your inquiry.

  When the support information is searched, the support information search unit 213 delivers the searched support information to the mail server unit 212. The mail server unit 212 newly creates an e-mail (hereinafter referred to as “answer mail”) having the e-mail address of the mobile communication terminal 100 acquired in step S207 as a transmission destination and the retrieved support information as a text. A display is output to the output unit 240 (in this case, a display device) (step S209). At this time, the inquiry information acquired from the mobile communication terminal 100 is also included in the text.

  The answer mail displayed in this way is checked by the person in charge of the support service. The person in charge checks, for example, whether the support information searched by the support information search unit 213 is appropriate as an answer to the inquiry, or checks for further support information based on the know-how of the person in charge. By operating the input unit 230, the contents are corrected and added. When the reply mail is completed in this manner, the reply mail is instructed by the operation of the input unit 230 by the person in charge.

  In this case, when it is determined that an instruction to send an answer mail has been made based on the input signal from the input unit 230 (step S210: Yes), the mail server unit 212 controls the communication control unit 220 to send the answer mail to a mobile object. It transmits to the communication terminal 100 and complete | finishes a process (step S211).

  Note that if the user information of the received inquiry mail does not include specific information due to deletion by the user of the mobile communication terminal 100 or the like (step S205: No), the mail server unit 212 determines that the inquiry described in the text is included. The information is extracted and delivered to the support information search unit 213, and the collation with the inquiry information acquired in the session is instructed.

  In this case, the support information search unit 213 accesses the session information storage unit 253 and performs, for example, a full-text match search between the inquiry information delivered from the mail server unit 212 and the stored inquiry information. The same inquiry information is searched, and the unique information associated with the inquiry information is specified as unique information corresponding to the inquiry mail (step S212).

  In this case, in step S208, support information is searched based on the searched inquiry information and unique information corresponding thereto.

  Through the processing as described above, the support information corresponding to the unique information and inquiry information acquired from the mobile communication terminal 100 is transmitted to the mobile communication terminal 100 by e-mail, and the support service is provided.

  As described above, according to the embodiment of the present invention, an appropriate support service can be provided without requiring a complicated operation by the user. That is, the operations performed by the user of the mobile communication terminal 100 are only the access to the support page and the input of inquiry information, the input of correct unique information and its transmission, the input of the destination address of the inquiry mail to be transmitted, and the answer There is no need to input an e-mail address of the mobile communication terminal 100 as a mail destination. Such a series of operations can be performed seamlessly only by operating a button on the accessed support page.

  The said embodiment is an example and the application range of this invention is not restricted to this. That is, various applications are possible, and all embodiments are included in the scope of the present invention.

  For example, in the above-described embodiment, the case where the present invention is applied to a system that provides a support service for the mobile communication terminal 100 has been exemplified. However, various information that requires acquisition of unique information or an e-mail address of the mobile communication terminal or the like is required. The present invention may be applied to other services.

  In the above embodiment, the mobile communication terminal is exemplified as a terminal device to which the present invention is applied. However, any terminal device (for example, a mobile communication terminal) (for example, any terminal device (for example, a mobile communication terminal) can be used as long as it is a terminal capable of web browsing and e-mail transmission and reception. The present invention may be applied to personal computers and PDAs (Personal Digital Assistants: personal digital assistants).

  In addition, not only can the mobile communication terminal 100 described above be provided as a terminal device having functions for realizing the present invention in advance, but also by applying the program to a terminal device that does not have these functions. The terminal device according to the present invention can be made to function. In this case, a program for executing each process of the mobile communication terminal 100 described above is applied to the terminal device, and a computer (such as a CPU) that controls the terminal device executes the program, so that the present invention is applied. It can function as a terminal device.

  In addition, the service providing apparatus 200 of the above embodiment can be realized by a general-purpose apparatus such as a workstation or a personal computer by applying a program as well as being configured by a dedicated apparatus. In this case, the program executed by the control unit 210 described above is applied (installed) to a general-purpose device, and the program to which the computer (CPU or the like) of the general-purpose device is applied executes the program to function as the service providing device 200. be able to.

  The application method of such a program is arbitrary. For example, the program can be applied to an arbitrary device by providing it via a communication medium such as the Internet, and a predetermined recording medium (for example, a memory card, a CD-ROM, a DVD, Etc.) can also be applied by storing and distributing the program.

It is a figure which shows the structure of the support system concerning embodiment of this invention. It is a block diagram which shows the structure of the mobile communication terminal shown in FIG. It is a functional block diagram which shows the function structure implement | achieved by the control part shown in FIG. It is a block diagram which shows the structure of the service provision apparatus shown in FIG. It is a functional block diagram which shows the function structure implement | achieved by the control part shown in FIG. It is a flowchart for demonstrating the support request process concerning embodiment of this invention. FIG. 7 is a diagram illustrating a display example of a screen displayed in the support request process illustrated in FIG. 6, where (a) illustrates a screen display example when accessing a support page, and (b) illustrates a screen display example after sending inquiry information. Indicates. It is a figure which shows the example of the email automatically produced | generated in the support request process shown in FIG. It is a flowchart for demonstrating the service provision process concerning embodiment of this invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 ... Support system, MN ... Mobile network, IN ... Internet, NW ... Communication network, BS ... Base station, GW ... Gateway, 100 ... Mobile communication terminal, 110 ... Control part, 111 ... Web access processing part, 112 ... Session Processing unit 113 ... Terminal information acquisition unit 114 ... Access destination determination unit 115 ... E-mail processing unit 120 ... Communication control unit 121 ... Antenna 130 ... Operation unit 140 ... Display unit 150 ... Audio processing unit 151 ... Speaker, 152 ... Microphone, 160 ... Storage unit, 161 ... Program storage unit, 162 ... Terminal information storage unit, 163 ... E-mail storage unit, 200 ... Service providing device, 210 ... Control unit, 211 ... Web server unit, 212: mail server unit, 213: support information search unit, 220: communication control unit, 2 0 ... input section, 240 ... output section, 250 ... storage unit, 251 ... program storage unit, 252 ... web page information storage section, 253 ... session information storage unit, 254 ... e-mail storage, 255 ... support information storage unit

Claims (10)

A service providing system comprising a service providing device for providing a service related to a terminal device, and a terminal device connected to the server via a communication network,
The service providing apparatus includes:
Web page providing means for providing a web page that excites the electronic mail function of the terminal device to the terminal device via the communication network;
Inquiry information acquisition means for acquiring the same inquiry information input at the terminal device from the web page and the email sent by the excited email function,
Unique information acquisition means for acquiring encrypted unique information of the terminal device from the web page and / or the email transmitted by the excited email function;
Decryption means for decrypting the encrypted unique information acquired by the unique information acquisition means;
Storage means for storing the specific information decoded by the decoding means and the inquiry information acquired by the inquiry information acquiring means in association with each other;
Unique information discriminating means for discriminating whether or not the encrypted unique information is included in the email sent by the excited email function;
If it is determined that the encrypted unique information is not included in the e-mail, the specific information associated with the inquiry information included in the e-mail and the storage means is specified , and If it is determined that the encrypted unique information is included in the e-mail, unique information identifying means for decrypting the encrypted unique information and identifying the unique information;
Service information search means for searching for service information based on the specific information specified by the specific information specifying means and the inquiry information associated with the specific information;
Service providing means for providing service information searched by the service information searching means using a source address of an email sent by the excited email function, and
The terminal device
In the session of the web page provided from the service providing device, and the inquiry information, and the session transmitting means for transmitting the unique information of the terminal device encrypted,
An e-mail exciter that excites an e-mail function of the terminal device in response to an operation on the web page;
Using the e-mail function excited by the e-mail excitation means, and generating an e-mail including at least the inquiry information transmitted by the session transmission means , and an e-mail transmission means for transmitting to the service providing device,
A service providing system characterized by that. A terminal device having at least a web browsing function and an e-mail function,
Specific information acquisition means for acquiring and encrypting the specific information of the terminal device when accessing a web page provided by a service providing device that provides a service related to the terminal device by the web browsing function;
Information transmitting means for transmitting the unique information encrypted by the unique information acquisition means and the inquiry information input in the web page in a session of the web page;
An email exciter that excites the email function in response to an operation on the web page;
An e-mail transmission unit that generates an e-mail including at least the inquiry information transmitted by the information transmission unit using the e-mail function excited by the e-mail excitation unit, and transmits the e-mail to an address designated on the web page When,
And the inquiry information transmitted by the information transmitting means and said email transmitting means, the information transmission means, and / or, and the unique information transmitted by the e-mail transmission means, before SL service providing apparatus on the basis of the service information but which has transmitted a service information receiving means for receiving,
A terminal device comprising: Web page discrimination means for discriminating whether or not the accessed web page is a specific web page,
The specific information acquisition means acquires the specific information when accessing the specific web page.
The terminal device according to claim 2. The e-mail exciter excites the e-mail function based on a mailto command described in the web page;
The terminal device according to claim 2, wherein the terminal device is a terminal device. The e-mail transmission unit generates an e-mail including the specific information encrypted by the specific information acquisition unit in a subject;
The terminal device according to claim 2, wherein the terminal device is a terminal device. A service providing device for providing a service related to a terminal device,
Web page providing means for providing, via a communication network, a web page that excites the electronic mail function of the terminal device in response to access from the terminal device;
E-mail receiving means for receiving, via the communication network, e-mail transmitted by the e-mail function of the terminal device excited by the web page provided by the web page providing means;
Unique information acquisition means for acquiring the encrypted unique information of the terminal device from the session of the web page provided by the web page providing means and / or the email received by the email receiving means;
Inquiry information acquisition means for acquiring the same inquiry information input at the terminal device from the session of the web page provided by the web page providing means and the email received by the email receiving means;
Service information search means for searching for service information based on the unique information acquired by the unique information acquisition means and the inquiry information acquired by the inquiry information acquisition means;
Service providing means for providing the service information searched by the service information searching means using the source address information of the email received by the email receiving means;
Decryption means for decrypting the encrypted unique information acquired by the unique information acquisition means;
Storage means for storing the specific information decoded by the decoding means and the inquiry information acquired by the inquiry information acquiring means in association with each other;
Unique information determining means for determining whether or not the encrypted unique information is included in the email received by the email receiving means;
If it is determined that the encrypted unique information is not included in the e-mail, the unique information associated with the inquiry information included in the e-mail and the storage unit is specified , If it is determined that the encrypted unique information is included in the e-mail, the unique information identifying means for decrypting the encrypted unique information and identifying the unique information,
The service information search means searches for service information based on the specific information specified by the specific information specifying means and the inquiry information associated with the specific information;
A service providing apparatus characterized by that. The unique information determining means determines whether or not the encrypted unique information is included in the subject of the email received by the email receiving means.
The service providing apparatus according to claim 6. The service information search means searches for the service information including support information related to the terminal device.
The service providing apparatus according to claim 6, wherein the service providing apparatus is provided. At least a computer that controls a terminal device having a web browsing function and an e-mail function,
A function for acquiring and encrypting the unique information of the terminal device, triggered by accessing a web page provided by a service providing device that provides a service related to the terminal device by the web browsing function;
A function of transmitting the encrypted unique information and the inquiry information input on the web page in a session of the web page;
A function to excite the email function in response to an operation on the web page;
A function of generating an email including at least inquiry information transmitted in the session of the web page using the excited email function, and transmitting to an address specified in the web page;
And wherein the inquiry information transmitted in the session and the e-mail of the web page, the service said of the web page session, and / or, and the unique information that is transmitted in the e-mail, the previous SL service providing apparatus on the basis of the sent and a function of information, to receive,
A program characterized by realizing. On the computer,
A function of providing the terminal device with a web page that excites the electronic mail function of the terminal device in response to an access from the terminal device connected via a communication network;
A function of receiving an email transmitted by the email function excited by the provided web page via the communication network;
A function of acquiring the encrypted unique information of the terminal device from the web page session and / or the received e-mail;
A function of acquiring the same inquiry information input at the terminal device from the web page session and the received e-mail;
A function of decrypting the obtained encrypted unique information;
A function of storing the decrypted unique information and the acquired inquiry information in a storage device in association with each other;
A function of determining whether or not the received e-mail includes the encrypted unique information;
If it is determined that the encrypted unique information is not included in the electronic mail, the specific information associated with the inquiry information included in the electronic mail and the storage device is specified , and If it is determined that the encrypted unique information is included in the email, a function of decrypting the encrypted unique information to identify the unique information ;
A function of searching for service information based on the specified unique information and inquiry information associated with the specific information;
A function of providing the retrieved service information to the terminal device using a source address information of the received e-mail;
A program characterized by realizing.

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