JP6802410B2 - Interview device, interview method and program - Google Patents

Description

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

Currently, many customers who complain that there is a problem with the mobile terminal in use are visiting the stores that contract, sell, and deal with failures of mobile terminals. When a customer who complains of a problem comes to the store, the clerk
We will hear from customers about the details of the failure and estimate the cause of the failure based on their own experience, or connect to a dedicated tester to diagnose the presence or absence of a failure. In addition, Patent Document 1 discloses a technique for diagnosing a defect of a mobile terminal.

Japanese Unexamined Patent Publication No. 2003-051882

Smartphones, which have become popular in recent years, have more complicated functions than conventional mobile terminals, so that problems occur due to various factors. In addition, there are many problems caused by software, not just hardware failures. Therefore, when a clerk isolates the cause of a defect at a store, the reality is that whether or not the factor can be quickly identified depends largely on the skill of the clerk. Therefore, there is a problem that the waiting time of the customer becomes long because only some highly skilled clerk has to deal with it, and the clerk who does not have sufficient skill can identify the cause of the problem and take countermeasures. There are problems such as not being able to make proposals well and leading to troubles without the customer's consent. The above problem is not limited to smartphones, but may occur in mobile terminals in general.

The present invention has been made in view of the above, and an object of the present invention is to provide a technique capable of asking an inquiry about a malfunction of a mobile terminal and proposing an improvement measure.

The inquiry device according to one aspect of the present invention is an inquiry device for asking an inquiry about a defect of a mobile terminal, and includes question information including a question for isolating the defect of the mobile terminal and a candidate for an answer to the question, and the mobile terminal. A storage unit that stores a plurality of improvement proposals for improving a defect and each of the plurality of improvement proposals is stored in association with a combination pattern of answers to a question, and a question from the question information. And, the answer candidates for the question are acquired and displayed on the screen, the selection of the answer to the question is accepted from the answer candidates for the question displayed on the screen, and the combination pattern of the answer to the selected question from the improvement proposal information. It has a UI unit that acquires one or more improvement proposals corresponding to the above and displays them on the screen.

According to the present invention, it is possible to provide a technique capable of asking an inquiry about a malfunction of a mobile terminal and proposing an improvement measure.

It is a figure which shows an example of the medical inquiry apparatus which concerns on embodiment. It is a figure which shows the hardware configuration example of a medical inquiry server and a reception terminal. It is a figure which shows the functional block configuration example of a medical inquiry server. It is a figure which shows an example of the question information. It is a figure which shows an example of improvement proposal information. It is a figure which shows an example of history information. It is a figure which shows the functional block configuration example of a reception terminal. It is a flowchart which shows the operation example performed by the interview device. It is a figure which shows the specific example of the screen displayed on the reception terminal. It is a figure which shows the specific example of the screen displayed on the reception terminal. It is a figure which shows the specific example of the screen displayed on the reception terminal. It is a figure which shows the modification of the screen which displays the improvement proposal.

Preferred embodiments of the present invention will be described with reference to the accompanying drawings. In each figure, those having the same reference numerals have the same or similar configurations.

<System configuration>
FIG. 1 is a diagram showing an example of an inquiry device 1 according to an embodiment. Questionnaire device 1 according to the embodiment
Is a device for asking an inquiry about a defect of the mobile terminal 30, and includes an inquiry server 10 and a reception terminal 20 installed in the store. The inquiry server 10 and the reception terminal 20 can communicate with each other via a wireless or wired network. The reception terminal 20 and the mobile terminal 30 are
For example, they can communicate with each other via a USB (Universal Serial Bus) cable or the like.

When a customer who complains of a problem comes to the store, the clerk connects the customer's mobile terminal 30 to the reception terminal 20, performs automatic diagnosis using the reception terminal 20, and displays it on the screen (for example, touch panel) of the reception terminal 20. Enter the answer together with the customer while referring to the question and the candidate answer. When all the input of the answers to the questions is completed, the screen of the reception terminal 20 displays the result of the automatic diagnosis and the proposal of the improvement method (improvement proposal) based on the input answer, and the proposed improvement method is executed by the mobile terminal 30. The operation procedure for performing the operation and the predetermined service menu related to repair and compensation services are displayed. In the present embodiment, it is assumed that the mobile terminal 30 is a smartphone, but the present embodiment is not limited to this.

The inquiry server 10 may be configured by one or a plurality of servers, or may be configured by using a cloud server or a virtual server. The inquiry server 10 has a function of acquiring questions and answer candidates to be displayed on the screen of the reception terminal 20 from the DB (Database), generating and transmitting a screen to be displayed on the reception terminal 20, and inputting to the reception terminal 20. It has a function of recording the answer to the question as history information in the DB.

The reception terminal 20 is, for example, a tablet terminal or a notebook-type personal computer. A plurality of reception terminals 20 may be connected to the interview device 1. In addition, the interview server 10
Not only the reception terminals 20 installed in one store are connected to, but a plurality of reception terminals 20 installed in a plurality of stores may be connected to.

<Hardware configuration>
FIG. 2 is a diagram showing a hardware configuration example of the interview server 10 and the reception terminal 20. The inquiry server 10 and the reception terminal 20 output a CPU (Central Processing Unit) 11, a storage device such as a memory 12, a communication IF (Interface) 13 for wired or wireless communication, an input device 14 for accepting input operations, and information output. It has an output device 15 to perform. The input device 14 is, for example, a touch panel or a keyboard, and the output device 15 is, for example, a display or the like.

<Functional block configuration>
FIG. 3 is a diagram showing an example of a functional block configuration of the interview server 10. The inquiry server 10 includes a communication unit 101, a display control unit 102, an input reception unit 103, a diagnosis unit 104, and a change unit 10.
It has 5 and DB106. Communication unit 101, display control unit 102, and input reception unit 103
In the diagnosis unit 104 and the change unit 105, the CPU 11 of the inquiry server 10 is stored in the storage device 12.
It can be realized by executing the program stored in. In addition, the program can be stored in a storage medium. The storage medium in which the program is stored may be a non-temporary storage medium. The non-temporary storage medium is not particularly limited, but for example, U
It may be a storage medium such as an SB memory or a CD-ROM. Further, the DB 106 can be realized by using the storage device 12 included in the interview server 10.

The question information 106a, the improvement proposal information 106b, and the history information 106c are stored in the DB 106. The question information 106a stores a plurality of questions to be confirmed in order to isolate the malfunction of the mobile terminal 30, and options (candidates) for answers to each question. The improvement proposal information 106b stores a message indicating a probable cause for a malfunction of the mobile terminal 30 and an improvement proposal. Each of the plurality of improvement proposals is associated with at least one "combination pattern of answers to questions". The combination pattern of the answers to the questions means all the combination patterns of all the questions prepared for isolating the defect and all the answers that can be selected for each question.

In the history information 106c, the answer to the question entered on the screen of the reception terminal 20, the improvement proposal displaying the operation procedure on the screen of the reception terminal 20, and the problem were improved when each improvement proposal was executed according to the operation procedure. The result such as whether or not is stored. Further, the history information 106c further stores the time (first response time) required for the answer to the question to be selected on the screen of the reception terminal 20. Further, the history information 106c stores the time (second response time) until the input such as whether or not the problem is improved when the operation is performed according to the operation procedure.

The communication unit 101 receives data from the reception terminal 20 and receives input reception unit 103 or diagnosis unit 10.
Pass to 4. Further, the communication unit 101 transmits data to be transmitted to the reception terminal 20 to the reception terminal 20.

The display control unit 102 controls the display of various information, images, and the like to be displayed on the reception terminal 20. For example, the display control unit 102 acquires a question and options for answering the question from the question information 106a from the question information 106a and displays it on the screen of the reception terminal 20. Further, the display control unit 102 acquires one or more improvement proposals corresponding to the combination pattern of the answers to the selected questions from the improvement proposal information 106b and displays them on the screen of the reception terminal 20.

The input reception unit 103 accepts the selection of the answer to the question from the choices of the answer to the question displayed on the screen of the reception terminal 20. Further, on the screen of the reception terminal 20, until the time required for the answer to the question to be selected (first response time) and whether or not the problem has been improved when the operation is performed according to the improvement proposal are input. Time (second response time) is measured and stored in the history information 106c.

The diagnostic unit 104 determines the presence or absence of an abnormality in the hardware of the mobile terminal 30 and the mobile terminal 30.
The presence or absence of an abnormality related to the software installed in the mobile terminal 30 is diagnosed using, for example, the API provided in the operating system of the mobile terminal 30.

By analyzing the history information 106c, the changing unit 105 analyzes the existence of the answer options selected with high probability among the answer options for the question, and the existence of the answer options selected with high probability and in a short time. To confirm. When such an answer option exists, the change unit 105 rewrites the question information 106a to change the answer option so as to be displayed at a higher level (upper stage) on the screen of the reception terminal 20. , Delete the question itself for each option. The change unit 105 does not perform these processes in real time, but performs these processes as batch processes when a certain amount of history is accumulated in the history information 106c.

FIG. 4 is a diagram showing an example of the question information 106a. In the question information 106a, a question and options for answering the question are stored in association with each other by a tree structure (tree structure). In the example of FIG. 4, the question information 106a is configured by using a three-layer tree structure.
This is just an example, and there are no restrictions on the hierarchy.

The question information 106a may be defined for each model of the mobile terminal 30. Question information 106a because the content of problems that occur in the mobile terminal 30 is often biased depending on the model.
By preparing for each model of the mobile terminal 30, it becomes possible to prepare a question and an answer option according to the model. In addition, by not including questions related to problems that rarely occur in a specific model in the question information 106a, it is possible to reduce the burden on the customer due to too many question items at the time of the interview. In the example of FIG. 4, the question information 1 regarding the model X is shown.
An example of 06a is shown.

In the example of FIG. 4, "A1: related to the power supply", "A2: related to the battery", "A3: related to the battery" are the options for answering the first layer question "Q1: Please select the content of the problem".
Four choices are shown: "related to the screen" and "A4: related to communication". In addition, when "1: Related to power supply" is selected from these options, "A1-1: Power supply" is selected as an answer option to the second layer question "Q2: Please select the content of your problem". Does not enter "
, "A1-2: The power cannot be turned off" is shown. In this way, the question information 106a is configured so that the details of the defect can be heard from the customer by gradually refining the question contents.

When the display control unit 102 displays a plurality of answer options on the screen of the reception terminal 20, the display control unit 102 displays the options for a plurality of answers.
Display answer options in the order shown in the display order information. The information indicating the display order is a number (A-1, A1-2, etc.) assigned to the options. For example, in the example of FIG.
As options for the second layer, there are "A1-1: The power cannot be turned on" and "A1-2: The power cannot be turned off". In this case, on the screen of the reception terminal 20, "A1-1: Power does not turn on", "
The options are displayed in the order of "A1-2: The power cannot be turned off".

FIG. 5 is a diagram showing an example of improvement proposal information 106b. In the improvement proposal information 106b, the assumed cause of the malfunction of the mobile terminal 30 and the improvement proposal are associated with a combination pattern of answers to any of the questions. The improvement proposal information 106b may also be defined for each model of the mobile terminal 30 in the same manner as the question information 106a. Since the content of problems that occur in the mobile terminal 30 is often biased for each model, it is possible to display an appropriate improvement proposal for each model by preparing the improvement proposal information 106b for each model of the mobile terminal 30. become. The example of FIG. 5 shows an example of improvement proposal information 106b regarding the model X.

The "improvement proposal number" is information indicating the display order of the improvement proposals when the improvement proposals are displayed on the reception terminal 20. In the "possible cause", a message indicating the probable cause of the problem is stored. The "contents of the improvement proposal" includes the specific contents of the improvement proposal, a message for displaying the operation procedure of the mobile terminal 30 when executing the improvement proposal on the screen of the reception terminal 20, and an image for explaining the operation. Data etc. are stored. In the "answer combination pattern", the answer combination pattern corresponding to the improvement proposal is stored.

For example, in the example of FIG. 5, "model X- (A4)-(A4-1)-(A4-1-1)" is stored in the "answer combination pattern" of the improvement proposal number "P5". This is because the mobile terminal 30 is model X in the interview, the answer of A4 (related to communication) is selected for the question of the first layer, and the answer of A4-1 to the question of the second layer ( (LTE communication is not possible) is selected, and when the answer of A4-1-1 (communication is not possible at all) is selected for the question on the third layer, the improvement proposal of the improvement proposal number "P5" is sent to the reception terminal 20. It means that it will be displayed on the screen. In addition, "Model X" is also included in the "Answer combination pattern" of the improvement proposal number "P4".
-(A4)-(A4-1)-(A4-1-1) "is stored. That is, when the answer is selected in the pattern of "model X- (A4)-(A4-1)-(A4-1-1)" in the interview, the improvement proposal number "P4" is displayed first as the improvement proposal. Then, the improvement proposal number "P5" will be displayed.

FIG. 6 is a diagram showing an example of history information 106c. The "diagnosis number" is a number uniquely issued each time a medical inquiry is conducted at the reception terminal 20. "Question number / improvement proposal number"
The number of the question answered by the customer (Q1, Q2, Q3, etc. in FIG. 4) and the number of the improvement proposal displayed on the reception terminal 20 (P1 to P6, etc. in FIG. 5) are stored. In addition, "Q0 (OS (Operating)
System), manufacturer name, model name) is an item to ask the customer at the beginning of the interview, and "Q99 (staff satisfaction)" is an item to ask the customer when the interview is completed.

In the "answer content / response result", the options selected as the answer to the question and the information indicating the response result for each improvement proposal are stored. As a result of responding to the improvement proposal, specifically, the problem was improved when the operation was performed according to the operation procedure, the problem was not improved even when the operation was performed according to the operation procedure, and the improvement proposal displayed on the screen was implemented. Do not (that is, you want to perform the operation procedure of other improvement proposals without performing the operation procedure of the displayed improvement proposal)
Alternatively, the display of the improvement proposal may be stopped and the service menu may be changed to the predetermined service menu. The "response time" is the time from when the question is displayed on the reception terminal 20 until the answer to the question is input (first response time), and after the improvement proposal is displayed on the screen of the reception terminal 20. , The time until the response result for the improvement proposal is input (second response time) is measured and stored in the input reception unit 103.

FIG. 7 is a diagram showing an example of a functional block configuration of the reception terminal 20. The reception terminal 20 has a communication unit 201, a display unit 202, and an input unit 203. The communication unit 201, the display unit 202, and the input unit 203 can be realized by the CPU 11 of the reception terminal 20 executing the program stored in the storage device 12. In addition, the program can be stored in a storage medium. The storage medium in which the program is stored may be a non-temporary storage medium. The non-temporary storage medium is not particularly limited, but for example, a USB memory or a CD-
It may be a storage medium such as a ROM.

The communication unit 201 receives data from the interview server 10 and passes it to the display unit 202. Further, the communication unit 201 transmits the data input to the input unit 203 to the inquiry server 10.

The display unit 202 controls the display of various information, images, and the like to be displayed on the output device 15 (display) of the reception terminal 20. The input unit 203 is the input device 14 of the reception terminal 20.
Accepts input to (for example, touch panel).

In the present embodiment, the inquiry device 1 may be composed of only the reception terminal 20. For example, by mounting all the various functional units included in the inquiry server 10 on the reception terminal 20, the reception terminal 20 can be operated as the inquiry device 1 in the present embodiment.

Further, in the present embodiment, the display control unit 102, the input reception unit 103, the display unit 202, and the input unit 203 may be collectively referred to as a “UI (User Interface) unit”.

<Operation example>
(Example of operation related to interview)
FIG. 8 is a flowchart showing an operation example performed by the interview device 1. 9 to 11 are diagrams showing specific examples of screens displayed on the reception terminal 20. An example of the operation performed by the interview device 1 will be described with reference to FIGS. 8 to 11. The question information 106a will be described on the premise that the data shown in FIG. 4 is stored.

In step S11, the input of the model of the mobile terminal 30 for interviewing is accepted on the screen of the reception terminal 20. Since there are a huge number of models in the mobile terminal 30, the model input is performed in three steps of selecting the OS used in the mobile terminal 30, selecting the manufacturer name, and selecting the model number. May be good. FIG. 9A shows an example of a screen that accepts OS selection. The screen shown in FIG. 9A includes a display area A101 for displaying the progress of the interview and a display area A102 for accepting the selection of the OS.

In step S12, the input of the symptom of the defect is accepted on the screen of the reception terminal 20. Figure 9
(B) shows an example of a screen that accepts input of a defect symptom. The screen that accepts the input of the symptom of the defect includes a display area A103 that displays a question for confirming the symptom of the defect and options for answering the question. The display control unit 102 of the interview server 10 acquires questions and options to be displayed in the display area A103 from the question information 106a and transmits them to the reception terminal 20. Further, the display control unit 102 acquires the question and the option to be displayed on the reception terminal 20 next from the question information 106a according to the option input on the screen of the reception terminal 20, and transmits the question and the option to the reception terminal 20. Further, the input reception unit 103 measures and selects the response time (first response time) from the display of the question and the option on the screen of the reception terminal 20 to the selection of the answer on the reception terminal 20. The received response and the measured response time are associated and stored in the history information 106c.

Further, the display area A103 is for the option display area A103a (first area) for displaying the current question and the options for answering the question, and the question displayed before the question displayed in the option display area A103a. The answer history display area A103b (second area) that displays the answers in the order in which the answers are received is included. In the example of FIG. 9B, the question of the third layer is displayed in the option display area A103a, and the answer history display area A103b has "A1: related to the power supply" as the answer to the question of the first layer. Being selected and
It is displayed that "A1-1: Power does not turn on" is selected as the answer to the question on the second layer. By providing the response history display area A103b, it is possible to retroactively grasp the contents of the answers given by the customer, and it is possible to suppress the occurrence of recognition errors or misunderstandings between the customer and the clerk.

When answers are selected for all the questions, as shown in FIG. 10A, the screen transitions to the screen including the display area A104 prompting confirmation that the input of the symptom of the defect is completed. The display area A104 also includes the response history display area A103b (second area). If there is an error in the content of the answer, the customer can reselect the answer by tapping the item displayed in the answer history display area A103b. When the "selection" button B101 is pressed, the process proceeds to the process of step S13.

In step S13, the diagnostic unit 104 diagnoses the presence or absence of an abnormality in the hardware of the mobile terminal 30 and the presence or absence of an abnormality in the software installed in the mobile terminal 30.
If no abnormality is found, the process proceeds to step S14. If an abnormality is found, the process proceeds to step S15.

In step S14, the display control unit 102 acquires one or more improvement proposals corresponding to the combination pattern of the answers selected in the processing procedure of step S12 by searching the improvement proposal information 106b, and obtains the acquired improvement proposals. , The output device 15 of the reception terminal 20 is displayed in ascending order of the improvement proposal number. FIG. 10B shows an example of a screen for displaying an improvement proposal. The screen includes a display area A105 that displays the expected cause of the defect and the content of the improvement proposal. Further, on the screen, a button B102 (first object) that accepts an input that the defect has been improved when operated according to the improvement proposal, and a button B103 (the button B103) that accepts an input that the defect is not improved even if the operation is performed according to the improvement proposal. 2nd object), skip button B10 that accepts the input that the operation procedure of the improvement proposal displayed in the display area A105 is not executed.
4 (third object) and the stop button B105 (fourth object) that accepts the input of stopping the display of the improvement proposal and transitioning to the display of the predetermined service menu are displayed. In the present embodiment, stopping the display of the improvement proposal and transitioning to the display of the predetermined service menu is expressed as "seeing the proposal".

The clerk, together with the customer, follows the operation procedure displayed in the display area A105 to the mobile terminal 30.
Check if the problem is improved by operating. If the problem is improved, the button B102 is pressed, and if the problem is not improved, the button B103 is pressed. Button B1
When 03 is pressed, the display control unit 102 displays the next improvement proposal in the display area A105. Further, when the button B102 is pressed, the process proceeds to the processing procedure of step S15 without displaying the next improvement proposal.

The display control unit 102 may be in a state in which the stop button B105 cannot be pressed from the time when the improvement proposal is displayed until any of the button 102, the button 103, and the skip button 104 is pressed. In this case, the display control unit 102 has the button 102 and the button 103.
Or, after a predetermined period of time has elapsed since any of the skip buttons 104 was pressed, the next screen (
The next improvement proposal, a predetermined service menu, etc.) may be displayed.

It is also assumed that some highly skilled clerk empirically understand that the problem does not improve even if the displayed improvement proposal is executed. In this case, the clerk has the skip button B
By pressing 104, the next improvement proposal can be displayed. Skip button B10
When 4 is pressed, the display control unit 102 displays the next improvement proposal in the display area A105.

In addition, since it takes time to implement an improvement proposal, it is assumed that some customers may desire a service such as failure repair without trying the improvement proposal. In order to be able to deal with such a situation, the display of the improvement proposal is stopped in the display area A105 and a predetermined service menu (
A stop button B105 for displaying the service guide) is provided. Stop button B1
When 05 is pressed, the display control unit 102 proceeds to the processing procedure of step S15.

Further, the input reception unit 103 has a response time from when the improvement proposal is displayed on the screen of the reception terminal 20 until any one of the button B102, the button B103, the button B104, and the button B105 is pressed on the reception terminal 20. (Second response time) is measured, and the response result corresponding to the pressed button is associated with the measured response time and stored in the history information 106c. For example, when the button B102 is pressed, "Yes (improved)" is recorded in the "answer content / response result" column as shown in FIG. When the button B103 is pressed, "No (does not improve)" is recorded. When the button B104 is pressed, "SKIP (skip)" is recorded. When the button B105 is pressed, "STOP" is recorded.

In step S15, the display control unit 102 causes the reception terminal 20 to display a screen for displaying the contents of the service guide. FIG. 11 shows an example of a screen for displaying a predetermined service menu (service guide). In the display area A106, a service menu related to repair is displayed, such as accepting repairs for a fee or replacing the mobile terminal 30 using a compensation service. When the button B106 is pressed, a series of processes is completed. When the button B107 is pressed, the process returns to the processing procedure of step S11, and the interview can be restarted from the beginning. When the button B106 or the button B107 is pressed, a screen for causing the customer to input the satisfaction level of the clerk (staff) who responded may be displayed. The input satisfaction level is recorded as "Q99 (staff satisfaction level)" in the history information 106c shown in FIG. 6, for example.

FIG. 12 is a diagram showing a modified example of the screen for displaying the improvement proposal. The screen shown in FIG. 12 has a display area A201 for displaying the progress of the interview, a display area A202 for displaying a list of possible causes of defects (which may be referred to as a selection area for accepting selection of improvement proposals), and a display area. Display area A2 that displays the content of improvement proposals for the cause of the problem selected in A202
Includes 03. When the cause of an arbitrary defect is pressed in the display area A202 shown in FIG. 12A, the content of the improvement proposal corresponding to the cause of the pressed defect is displayed in the display area A203 as shown in FIG. 12B. Is displayed in. In the display area 202, the possible causes of defects are displayed side by side from the top in ascending order of the "improvement proposal number" of the improvement proposal information 106b.

Further, on the screen shown in FIG. 12, a button B202 (first object) that accepts an input that the defect has been improved when operated according to the improvement proposal, and an input that the defect is not improved even if the operation is performed according to the improvement proposal are accepted. Button B203 (second object), skip button B204 (third) that accepts not to carry out the operation procedure of the displayed improvement proposal
The object) and the stop button B201 (fourth object) that accepts the cancellation of the display of the improvement proposal and the transition to the display of the predetermined service menu are displayed. When the stop button B201 or the button B202 is pressed, the process proceeds to the processing procedure of step S15 (that is, the screen transitions to the screen shown in FIG. 11). Button B203 or skip button B204
When is pressed, the screen returns to the screen of FIG. 12 (a).

After the improvement proposal is displayed on the screen of the reception terminal 20, the input reception unit 103 (FIG. 12 (b).
), Button B201, button B202, button B20 at the reception terminal 20
The response time (second response time) until any one of 3 and the button B204 is pressed is measured, and the response result corresponding to the pressed button is associated with the measured response time, and the history information 106
Store in c. Since the information stored in the "answer content / response result" column is the same as the description in FIG. 10 (b), the description will be omitted.

The display control unit 102 cannot press the stop button B201 from the time when the improvement proposal for displaying the operation procedure is selected in the selection area A202 until either the button B203 or the button B204 is pressed. To transition to. That is, the stop button B201 can be pressed only in the state of FIG. 12A, and the stop button B201 cannot be pressed in the state of FIG. 12B. This prevents the clerk from stopping the response according to the improvement proposal and transitioning to the service menu display, and collects as much response time data as possible when the displayed operation procedure is performed. I try to do it.

(Operation example related to changing the display order)
In the history information 106c, the answers selected in large numbers and the response time required for each answer to be selected are recorded for each model of the mobile terminal 30. By accumulating a lot of data in the history information 106c, for example, for model X, A1-1-1 (the startup screen is not displayed).
It is assumed that there is a tendency that the probability that the option A1-1-2 (the screen disappears during startup) is selected is higher than the option of. In such a case, when displaying the answer options for the question, it is better to display the options in the order of A1-1-2 (the screen disappears during startup) and A1-1-1 (the startup screen is not displayed). , It is expected that the operability will be improved.

Therefore, the changing unit 105 may change the information indicating the display order of the plurality of answers based on the probability that each of the plurality of answers corresponding to the question is selected. Specifically, the change unit 105 first analyzes the history information 106c, and the probability that the answer corresponding to the certain question is selected is determined among the options of the plurality of answers corresponding to the certain question. Determine if there is an answer that is greater than or equal to the probability. Subsequently, when the change unit 105 determines that there is an answer whose selected probability is equal to or higher than a predetermined probability, the information indicating the display order included in the question information 106a so that the answer is displayed higher as an option. To change. The predetermined probability may be any probability, for example, 95% or more. For example, in the above example, the change unit 105 sets A1-1-1 (the screen is not displayed during startup) and A1-1-2 (the screen disappears during startup) to A1-1-1 (startup), respectively. The screen disappears inside) and A1-
You may change it to 1-2 (the startup screen is not displayed). As another method, the changing unit 105 changes the information indicating the display order so that the plurality of answer options corresponding to a certain question are displayed in descending order of the number of times selected within a predetermined period. You may do so.

Similarly, in the history information 106c, it is recorded whether or not the defect has been improved as a result of executing each improvement proposal for each model of the mobile terminal 30. For improvement proposals with a high probability of improvement of defects, it is assumed that operability will be improved by preferentially displaying the improvement proposals (before other improvement proposals) on the screen for displaying the improvement proposals (Fig. 10 (b)). Will be done. Similarly, in the display area A202 of the modified example (FIG. 12) of the screen for displaying the improvement proposal, it is better to display the probable cause corresponding to the improvement proposal with a high probability of improvement (upper). It is expected that the sex will improve.

Therefore, the change unit 105 may change the information indicating the display order of the plurality of improvement proposals based on the probability that the defect has been improved for each of the plurality of improvement proposals. Specifically, the change unit 105 first analyzes the history information 106c, and for each improvement proposal, the probability that the defect is improved (the probability that "Yes (improved)" is recorded in the response result).
Is calculated. Subsequently, the change unit 105 changes the improvement proposal number so that the improvement proposals are displayed in descending order of probability that the defect has been improved (more specifically, the change is changed to the younger number in descending order of probability that the defect has been improved). ..

<Summary>
The embodiment has been described above. According to the present embodiment, when a customer complaining of a problem comes to the store, the clerk connects the customer's mobile terminal 30 to the reception terminal 20 and inputs the answer to the question displayed on the reception terminal 20 while hearing the customer. By doing so, it becomes possible to identify the cause of possible defects and propose improvement measures regardless of the skill of the clerk himself. In addition, since the identification of the cause of the assumed problem and the proposal of the improvement measure are made according to the question information 106a and the improvement proposal information 106b incorporated in the inquiry server 10 in advance, it is possible to perform a more accurate inquiry. Become.

The embodiments described above are for facilitating the understanding of the present invention, and are not for limiting and interpreting the present invention. The flowchart, sequence, each element included in the embodiment, its arrangement, material, condition, shape, size, and the like described in the embodiment are not limited to those exemplified, and can be changed as appropriate. In addition, the configurations shown in different embodiments can be partially replaced or combined.

1 ... Questionnaire device, 10 ... Questionnaire server, 11 ... CPU, 12 ... Storage device, 13 ... Communication IF,
14 ... Input device, 15 ... Output device, 20 ... Reception terminal, 30 ... Mobile terminal, 101 ...
Communication unit, 102 ... Display control unit, 103 ... Input reception unit, 104 ... Diagnosis unit, 105 ... Change unit,
106 ... DB, 106a ... Question information, 106b ... Improvement proposal information, 106c ... History information, 2
01 ... Communication unit, 202 ... Display unit, 203 ... Input unit

Claims (6)

It is an inquiry device that asks questions about problems with mobile terminals.
Question information including a question for isolating a defect of a mobile terminal and a candidate for an answer to the question, and a plurality of improvement proposals for improving the defect of the mobile terminal, each of the plurality of improvement proposals is an answer to the question. A storage unit that stores improvement proposal information that is stored in association with the combination pattern of
The question and the answer candidates for the question are acquired from the question information and displayed on the screen, and the selection of the answer to the question is accepted from the answer candidates for the question displayed on the screen, and the improvement proposal information is received. From the UI unit that acquires one or more improvement proposals corresponding to the combination pattern of the answers to the selected questions and displays them on the screen.
Have,
The UI part
Among the above 1 or more improvement proposals, the improvement proposal that displays the operation procedure and the improvement proposal
An input was made that the problem was improved when the operation was performed according to the operation procedure, an input was made that the problem was not improved even if the operation was performed according to the operation procedure, and the display of the above 1 or more improvement proposals. The input was made to cancel and transition to the specified service menu, or the input was made not to carry out the operation procedure of the displayed improvement proposal.
After the operation procedure is displayed on the screen, the problem is improved when the operation is performed according to the operation procedure, the problem is not improved even when the operation is performed according to the operation procedure, and the display of the above 1 or more improvement proposals is stopped. The response time until the transition to the predetermined service menu or the input that the operation procedure of the displayed improvement proposal is not performed is performed.
Is associated and stored in the history information,
Interview device. It is an inquiry device that asks questions about problems with mobile terminals.
Question information including a question for isolating a defect of a mobile terminal and a candidate for an answer to the question, and a plurality of improvement proposals for improving the defect of the mobile terminal, each of the plurality of improvement proposals is an answer to the question. A storage unit that stores improvement proposal information that is stored in association with the combination pattern of
The question and the answer candidates for the question are acquired from the question information and displayed on the screen, and the selection of the answer to the question is accepted from the answer candidates for the question displayed on the screen, and the improvement proposal information is received. From the UI unit that acquires one or more improvement proposals corresponding to the combination pattern of the answers to the selected questions and displays them on the screen.
It is determined whether or not there is an answer in which the probability that the answer corresponding to the question is selected is equal to or greater than the predetermined probability among the candidate answers corresponding to the question, and the selected probability is equal to or greater than the predetermined probability. When it is determined that there is an answer, the change unit that changes the display order included in the question information in order to display the answer as a candidate for the answer on the screen.
Interview device with. This is an interview method performed by an inquiry device that asks questions about problems with mobile terminals.
Question information including a question for isolating a defect of a mobile terminal and a candidate for an answer to the question, and a plurality of improvement proposals for improving the defect of the mobile terminal, each of the plurality of improvement proposals is an answer to the question. Improvement proposal information stored in association with the combination pattern of, and steps to be stored in the storage unit,
The question and the answer candidates for the question are acquired from the question information and displayed on the screen, and the selection of the answer to the question is accepted from the answer candidates for the question displayed on the screen, and the improvement proposal information. From the steps of acquiring one or more improvement proposals corresponding to the combination pattern of the answers to the selected questions and displaying them on the screen.
Including
The steps to be displayed are
Among the above 1 or more improvement proposals, the improvement proposal that displays the operation procedure and the improvement proposal
An input was made that the problem was improved when the operation was performed according to the operation procedure, an input was made that the problem was not improved even if the operation was performed according to the operation procedure, and the display of the above 1 or more improvement proposals. The input was made to cancel and transition to the specified service menu, or the input was made not to carry out the operation procedure of the displayed improvement proposal.
After the operation procedure is displayed on the screen, the problem is improved when the operation is performed according to the operation procedure, the problem is not improved even when the operation is performed according to the operation procedure, and the display of the above 1 or more improvement proposals is stopped. The response time until the transition to the predetermined service menu or the input that the operation procedure of the displayed improvement proposal is not performed is performed.
Is associated and stored in the history information,
Interview method. This is an interview method performed by an inquiry device that asks questions about problems with mobile terminals.
Question information including a question for isolating a defect of a mobile terminal and a candidate for an answer to the question, and a plurality of improvement proposals for improving the defect of the mobile terminal, each of the plurality of improvement proposals is an answer to the question. Improvement proposal information stored in association with the combination pattern of, and steps to be stored in the storage unit,
The question and the answer candidates for the question are acquired from the question information and displayed on the screen, and the selection of the answer to the question is accepted from the answer candidates for the question displayed on the screen, and the improvement proposal information. From the steps of acquiring one or more improvement proposals corresponding to the combination pattern of the answers to the selected questions and displaying them on the screen.
It is determined whether or not there is an answer in which the probability that the answer corresponding to the question is selected is equal to or greater than the predetermined probability among the candidate answers corresponding to the question, and the selected probability is equal to or greater than the predetermined probability. When it is determined that there is an answer, the step of changing the display order included in the question information in order to display the answer as a candidate for the answer on the screen, and
Interview method including. It is a program that asks questions about problems with mobile terminals.
Computer,
Question information including a question for isolating a defect of a mobile terminal and a candidate for an answer to the question, and a plurality of improvement proposals for improving the defect of the mobile terminal, each of the plurality of improvement proposals is an answer to the question. A storage means for storing improvement proposal information stored in association with the combination pattern of
The question and the answer candidates for the question are acquired from the question information and displayed on the screen, and the selection of the answer to the question is accepted from the answer candidates for the question displayed on the screen, and the improvement proposal information is received. From the UI means for acquiring one or more improvement proposals corresponding to the combination pattern of the answers to the selected questions and displaying them on the screen.
To make it work
The UI means
Among the above 1 or more improvement proposals, the improvement proposal that displays the operation procedure and the improvement proposal
An input was made that the problem was improved when the operation was performed according to the operation procedure, an input was made that the problem was not improved even if the operation was performed according to the operation procedure, and the display of the above 1 or more improvement proposals. The input was made to cancel and transition to the specified service menu, or the input was made not to carry out the operation procedure of the displayed improvement proposal.
After the operation procedure is displayed on the screen, the problem is improved when the operation is performed according to the operation procedure, the problem is not improved even when the operation is performed according to the operation procedure, and the display of the above 1 or more improvement proposals is stopped. The response time until the transition to the predetermined service menu or the input that the operation procedure of the displayed improvement proposal is not performed is performed.
Is associated and stored in the history information,
program. It is a program that asks questions about problems with mobile terminals.
Computer,
Question information including a question for isolating a defect of a mobile terminal and a candidate for an answer to the question, and a plurality of improvement proposals for improving the defect of the mobile terminal, each of the plurality of improvement proposals is an answer to the question. A storage means for storing improvement proposal information stored in association with the combination pattern of
The question and the answer candidates for the question are acquired from the question information and displayed on the screen, and the selection of the answer to the question is accepted from the answer candidates for the question displayed on the screen, and the improvement proposal information is received. From the UI means for acquiring one or more improvement proposals corresponding to the combination pattern of the answers to the selected questions and displaying them on the screen.
It is determined whether or not there is an answer in which the probability that the answer corresponding to the question is selected is equal to or greater than the predetermined probability among the candidate answers corresponding to the question, and the selected probability is equal to or greater than the predetermined probability. When it is determined that there is an answer, the change means for changing the display order included in the question information in order to display the answer as a candidate for the answer on the screen.
A program to make it work.