JP6823688B2 - Customer support support device and wearable information processing terminal using mixed reality technology - Google Patents

Description

The present invention relates to a call center operation at a customer support center that receives questions and requests from customers regarding a product or the like, and particularly relates to a technique for performing support operations while referring to geometric data corresponding to the actual shape of the product.

When a customer does not know how to operate a product or determines that it is out of order after purchasing the product, he / she may call the customer support center to find a solution. This is because the multifunctionalization and sophistication of home appliances and office equipment have become remarkable along with technological innovation, and it has become difficult for customers who have purchased the products to solve the problems on their own. In order to meet such customer demands, the customer support center asks the customer to explain which product, which model, what kind of situation, etc. by telephone, and provides a solution that satisfies the customer as much as possible. I'm trying to present it.

The operator who answers the phone does not directly see the defect of the product owned by the customer, but guesses the situation on the customer side by having the customer communicate the defect in words. In addition, the solution will be returned in words so that the customer can understand it. For this reason, customers and operators are often unable to accurately and quickly communicate their intentions to each other. For example, in the case of a product that has multiple buttons that can be operated, the customer and the operator who face each other across the product in front of them can immediately understand the solution by the movement of the gesture pointed to, but in the case of telephone answering, the button You have to explain the position and how to move it in words one by one. Therefore, it is important for the operator to give simple and easy-to-understand instructions even to customers who are unfamiliar with the product, but this requires the operator to be familiar with the structure and operation of the product.

When there are few types and models of products supported and the same questions are always asked, the operator is relatively easy to respond, but each operator surely remembers a wide range of information about the product, and any question It is not easy to be prepared to respond to the situation. In particular, in the case of a product with a short life cycle, the product information accumulated as knowledge no longer fits the latest model, and the customer may not be able to understand the failure of the latest model purchased. In addition, as the mechanism and structure of a product become more complicated, it is difficult for even a skilled operator who has abundant experience in dealing with customers to instantly present a solution and convey it in an easy-to-understand manner.

Therefore, the customer support center keeps the actual machine of each product in the center as much as possible so that the operator can actually check it by hand. However, it would be quite costly to always prepare for all the models of the target products to be dealt with. In addition, a large space is required to store the actual machine, and as the number of models increases, securing space is accelerating the cost increase. Furthermore, when the operator searches for the actual machine from the storage space, confirms the structure and operation of the product, and then finds a solution, the customer who has called will have to wait for a long time. This hinders the efficiency of call center operations and may lead to a decrease in customer satisfaction.

In order to deal with such issues, customer support has been proposed to display a three-dimensional model showing the geometric shape of the actual product when answering the phone and to confirm the structure and operation of the actual product (for example, the following). See Patent Document 1).

Japanese Patent No. 3548065

The system described in Patent Document 1 is configured to call up 3D model data of a product that can be remotely controlled via a network and display the 3D model on a terminal used by an operator. However, the 3D model only discloses that it is displayed on a normal display. That is, for example, a product such as a large refrigerator or an air conditioner or a palm-sized product is displayed in the same manner on a predetermined display display screen, so that the product display is the screen size of the display display. Specified in. The operator draws the 3D model on the display by enlarging / reducing it as necessary, and is not always able to refer to the 3D model displayed at the same magnification as the product.

As a result, when the 3D model displayed on the display display screen is far from the actual size, the impression and information that the operator receives when looking at the 3D model is different from that for the actual product that the customer actually owns. There is. For example, even if a customer describes a plurality of switches inside a large refrigerator as a large switch, the three-dimensional model referred to by the operator on the display screen may not be able to instantly grasp which switch. It is difficult for the operator to obtain a sense of reality from the conventional three-dimensional display display.

In addition, the customer support center generally has a work style in which each operator gathers to perform call center operations, and impersonates an operator to operate the operator terminal in the call center without permission to access the in-house three-dimensional product model data. It is impossible to answer a phone call with a customer.
On the other hand, in recent years when the working environment has diversified, instead of the conventional centralized customer support center, each operator accesses the customer support center via the network from outside the customer support center and carries out similar call center operations. Location-free, location-free customer support is expected to grow further in the future. However, since the information referred to through the operator's work includes the personal information of the responding user and the confidential information of the manufacturer such as the structure and mechanism of the product, it is necessary to be careful about information leakage. If the support center administrator is a location-free working style in an absent environment, it is even more necessary to strengthen security so that only the authenticated operator can access various information related to call center operations. ..

In view of these, it is an object of the present invention to provide a customer support support device that assists an operator so that a telephone response at a customer support center can be performed accurately and easily without having to pick up and check the actual product. To do. Another object of the present invention is to provide a customer support support device that enables call center operations to be realized with high security without being restricted to a specific work place called a customer support center.

In order to achieve the above object, the customer support support device according to the present invention is a means for creating three-dimensional shape data of a product included in the target of customer support, and each component constituting the product based on the three-dimensional shape data. A means for creating a moving image showing the structure or assembly of the above, a means for displaying the moving image on the user's wearable information processing terminal, receiving the user's instruction for the moving image, and displaying the moving image according to the user's instruction. It is characterized by being provided with a means for controlling.

Further, the moving image displayed on the wearable information processing terminal is characterized in that it is created based on digital drawing technology including virtual reality, augmented reality, and mixed reality. To do.
Further, it further includes means for changing the display of the three-dimensional shape data according to the instruction of the user, and is characterized in that the moving image is changed based on the displayed display of the three-dimensional shape data after the change.
In addition, the display on the wearable information processing terminal is performed only when the biometric information of the user who wears the wearable information processing terminal is recognized and the authentication that the user is the registered person can be confirmed. The user's instructions include voice, gesture movement, lip reading, sign language, facial expression change, and the video is content that presents a solution according to the content of the inquiry to customer support. It is characterized by.

In order to achieve the above object, the wearable information processing terminal according to the present invention is for customer support support based on digital drawing including virtual reality (Virtual Reality), augmented reality (Augmented Reality), and mixed reality (Mixed Reality). In order to display the data, a moving image showing the structure or assembly of each component constituting the product created based on the three-dimensional shape data of the product included in the target of customer support is displayed on the display of the wearable information processing terminal. And a means for changing or switching the display content including the moving image on the display when the display of the three-dimensional shape data is changed in response to an instruction from the user who wears the wearable information processing terminal. It is characterized by having and.

In addition, the display on the display is permitted only when the authentication is confirmed based on the biometric information of the user of the wearable information processing terminal, and the response script for the inquiry to customer support is displayed on the display. It is characterized by being done.

The customer support system according to the present invention utilizes a product's digital drawing technology (for example, mixed reality technology) for call center operations and is an operator's wearable information processing terminal (for example, head-mounted display device, eyeglass-type display). It is configured to display the three-dimensional shape / structure information and related information of the product on the device, etc.). As a result, the operator can easily recognize the shape and structure of the product in a full-scale manner in a short time without the actual machine of the product. Since the operator can answer the phone with the customer while looking at the 3D model of the product, the call center work can be performed without being restricted to a specific location (location-free), and communication with the customer via the phone is facilitated. be able to.

In addition, since product information and related information are displayed on the wearable information processing terminal worn by the user, unlike the display on a general-purpose display screen, the operator's wearable information processing terminal is viewed by a person other than the operator. There is no information processing. Furthermore, if the biometric information of each operator (for example, the iris of the eye) is registered in advance and the identity of the operator wearing the wearable information processing terminal cannot be obtained, the information related to the product or customer information can be obtained. It is not accessible. This makes it possible to prevent a spoofing person from remotely accessing the operation center to refer to confidential information or performing call center operations without permission. Therefore, even in the location-free call center business as described above, it is possible to prevent the information necessary for customer support from being accessed without permission and ensure high security.

It is a figure which showed each module structure which the customer support support apparatus which concerns on this invention has. It is a figure which showed an example of the state which the operator who attached the wearable information processing terminal performs a customer support business. It is a figure which showed the screen example which creates and edits a 3D FAQ video based on a 3D model. It is a figure which showed the screen example which is projected on the wearable information processing terminal. It is a figure which showed another screen example which is projected on the wearable information processing terminal. An image diagram of a screen example for creating a response script is shown. An image diagram of a screen for editing the contents of the response history is shown. It is a figure which showed the processing flow of the conventional call center. It is a figure which showed the processing flow of the customer support support apparatus of this invention. It is a flowchart which showed the procedure by the application module for a client. It is a flowchart which showed the procedure by the response history management module.

An embodiment of the customer support support device 100 according to the present invention will be described below with reference to the drawings. FIG. 1 is a diagram showing a block of functions included in the customer support support device 100.
The customer support support device 100 of the present embodiment is a device that supports an operator who answers a call to a customer who has called the customer support center, and collects and manages a response history.

The customer support support device 100 of the present embodiment provides a processor that executes arithmetic processing according to a program or an arbitrary instruction, a storage means having a volatile memory such as RAM and / or a non-volatile memory such as a hard disk, and a display image. It has a display means such as a display, an input means such as a keyboard or a touch panel, and a communication means that operates so as to be able to send and receive processing results of a processor and information stored in the storage means to and from an external device or the like.
In another embodiment, one or more components of the processor, the storage means, the display means, the input means, and the communication means do not necessarily have to be present.

The main functional modules implemented by the customer support support device 100 are (1) 3D model generation module 1, (2) video editing module 2, (3) client application module 3, and (4) response history management module 4. Each module of the customer support support device 100 is configured to upload and download data to and from the cloud server 5.

<3D model generation module 1>
The 3D model generation module 1 has a function of generating a three-dimensional product model (hereinafter, referred to as "3D model 13") representing the geometric shape of the actual product to be handled. In recent years, product designs are often digitized using CAD or CAE systems. Based on the CAD data or CAE data 12 obtained from these systems, the data generation process of the 3D model 13 in which the three-dimensional product shape and structure are displayed on the screen of the terminal used by the operator who performs the customer support business is performed.

In the present invention, the terminal of the operator displaying the 3D model 13 is a wearable information processing terminal. The wearable information processing terminal refers to, for example, a head-mounted display device (that is, a head-mounted display) or a spectacle-type display device in which information is displayed on a part of spectacle glass. FIG. 2 shows an example in which the operator 7 equipped with the wearable information processing terminal 6 is performing customer support work. If contact lenses equipped with an information display function are put into practical use in the future, they will be included as wearable information processing terminals.
Further, a retinal display that visually presents directly to the retina is also included as a wearable information processing terminal. For example, a retinal manipulation type display that shows a single image with an afterimage effect in which the horizontal line of light runs from the top to the bottom of the display at high speed, and the light emitted from an object is converged to one point (center of the pupil) through an optical system. There is a retinal projection type display that then projects onto the retina. As an application of the retinal projection display, the retinal projection display that uses a transmissive mirror device (TMD) as a transfer optical system to generate a plurality of focusing points at the positions of the lens of the eye is also a wearable information processing of the present invention. Included as a terminal.

The wearable information processing terminal 6 has grown rapidly in recent years. Technology that can actually approach or touch a situation that does not exist or is difficult to exist in the real world using a virtual object projected by making full use of cameras and sensors is particularly , It is conspicuous to use it in the amusement field such as games. However, there has never been an example of applying this technology to customer support operations.

By the way, the technology to create and draw virtual objects corresponding to products with digital data instead of the actual machine of the product is called virtual reality, augmented reality, mixed reality. It has been deployed. At present, it is classified into the above-mentioned categories depending on whether the virtual object has a relationship with the real space and to what extent the virtual object is drawn in consideration of the real space.

Since the present invention is based on performing call center operations imitating an office environment called a customer support center, it is ideal to recognize a real space and make a work environment appear. Therefore, it can be said that augmented reality (AR) and mixed reality (MR) that recognize real space have a higher degree of suitability than virtual reality (VR) that completely presupposes virtual space. In particular, mixed reality (MR) overlays the intersection of both physical items and environments with virtual items and environments in the same way as they would in a real situation. For example, if a part of the product is arranged so as to be blocked by a desk in the real space, unlike the AR technology, the appearance using the MR technology is displayed so as to be blocked in exactly the same way as in the real space. Therefore, it produces a more realistic visual appearance.

The present invention does not limit the display of the 3D model on the wearable information processing terminal 6 to the MR technology, but the display of the 3D model while recognizing an object existing in the real world is supported by the customer support business. Since it is useful, in the following description, a 3D model based on MR technology will be displayed. In other embodiments, the 3D model may be displayed based on AR technology or VR technology.

Further, the above-mentioned data generation is not necessarily limited to automatic generation from CAD data or CAE data 12. The 3D model 13 may be constructed by manually creating 3D data from the actual product 11 and combining it with the automatically generated data with appropriate corrections. Alternatively, the 3D model 13 may be constructed entirely by hand without being automatically generated.
In the case of this embodiment, the created data 51 for the 3D model 13 is stored (uploaded) in the cloud server 5 in association with the product ID and the model ID.

Further, as the communication method between the 3D model generation module 1 and the cloud server 5, any appropriate communication connection can be used as long as data can be transferred. For example, a wired connection (such as Ethernet, USB or Firewire®), a wireless connection (such as Bluetooth®, Wi-Fi®, cellular network or infrared), or a computer-readable storage medium (CD). , DVD, Blu-Ray®, memory card or USB flash drive, etc.) including manual transfer.
The same applies to the communication method between the video editing module 2, the client application module 3, the response history management module 4, and the cloud server 5, which will be described later.

<Video editing module 2>
The video editing module 2 has a function of downloading the 3D model data 51 created by the 3D model generation module 1 from the cloud server 5 and creating a video that can be referred to when answering a phone call based on the 3D model data 51.
In order to facilitate the response to customers, answers to similar questions are often summarized as "Frequently Asked Questions (FAQ)". The video editing module 2 creates and edits a three-dimensional FAQ video (22) so that the operator can understand it more than just preparing and referencing the answer example as in the past. ). The created FAQ video data 52 is stored (uploaded) in the cloud server 5 connected to the network so that it can be downloaded with other modules in the customer support support device 100.

FIG. 3 is a screen example showing how the video editing module 2 converts the 3D model 13 into parts (21) and creates and edits a three-dimensional FAQ video (22). Based on the 3D model data 51, create a plurality of screens with each part removed from the product body to create a story that shows the disassembly procedure and assembly procedure. To give an example, in order to respond to a customer's inquiry that "the vacuum cleaner's filter can no longer be inserted", we started with a video of disassembling each part of the vacuum cleaner and step-by-step through the flow of reassembling the parts. Create a video to explain in steps. When the operator sees this video story, he can instantly understand how to incorporate the filter into the vacuum cleaner body. The details will be described later in the client application module 30, but the three-dimensional FAQ video is an interactive video. As "interactive" means, the 3D FAQ video also includes the feature of displaying according to the operator's intention (for example, displaying the 3D model in response to the operator's gesture), and simply playing it back. It is also one of the features of the present invention that it is not a moving image.

<Client App Module 3>
The client application module 3 has a function (32) of downloading the video data 52 created by the video editing module 2 described above from the cloud server 5 and playing a video in order to display it on the wearable information processing terminal 6 of the operator 7. ) Is provided. In the following description, it is assumed that the head-mounted display (HMD) is used as the wearable information processing terminal 6. As a result, the operator 7 sees the image projected on the HMD 6 and visually recognizes the shape and structure of the designated product in three dimensions.

The client application module 3 also includes a function (31) for determining whether the person wearing the HMD 6 is the operator himself / herself. That is, spoofing persons other than operators who are properly entrusted with call center operations and are permitted to access confidential information such as product information and personal information stored in the cloud server 5 need to be excluded. This is important for ensuring the security of the customer support support device 100 because the customer support support device 100 can be applied to location-free support operations. Therefore, in the present embodiment, the fact that the operator 7 is wearing the HMD 6 is used to perform biometric authentication using the iris of the operator 7's eye. The camera mounted on the HMD 6 identifies the operator's iris and determines whether or not it is the operator's own iris data registered in advance. From the viewpoint of security, it is desirable that this biometric authentication is performed not only once but also periodically every time a certain period of time (for example, 1 minute, 5 minutes, 30 minutes, etc.) elapses while wearing the HMD. Further, in order to prevent the operator from being able to continue the operator work when the biometric authentication cannot be performed without the HDM6 attached, it is desirable to configure the HDM6 so that various information is not displayed at that time.
In addition, biometric authentication other than the iris may be used. For example, identity verification may be periodically executed using information such as fingerprint authentication, face authentication, and voice authentication.

During the reproduction of the moving image, the operator 7 can stop or interrupt the reproduction at an arbitrary timing, and then restart the reproduction. The display switching means in the video playback function (32) is, for example, when the set playback speed is fast and the structure is to be grasped more reliably, the playback is interrupted, rewound and stopped, and the 3D model 13 is displayed. You can also resize it and rotate it to change the viewing angle.

In the case of a conventional three-dimensional drawing system, the instruction of the operator 7 to the 3D model 13 is given by using an input device (for example, a keyboard, a mouse, a joystick, etc.) connected to a computer or a device. In the customer support support device 100 of the present embodiment, since the operator 7 is equipped with the HMD 6, the use of both hands is basically not restricted. Therefore, by attaching a sensor to a part of the hand or arm, the gesture of the operator 7 can be detected, or by providing a camera function in the HDM6, the movement of the hand or arm of the operator 7 is acquired as an image and image analysis is performed. The gesture of the operator 7 may be identified. It also includes analyzing facial expressions to identify gestures.
Further, instead of the camera attached to the HMD 6, a fixed or moving camera installed in the space where the operator 7 is present may be configured to take an image of the operator 7. Alternatively, the instruction may be transmitted to the 3D model 13 in response to the voice of the operator 7.

Further, it includes using lip reading to read the content of the utterance from the movement of the lips, and transmitting the instruction of the operation 7 to the 3D model 13 from the sign language. Since computer-generated words based on instructions from the operator 7 can be transmitted to the responding customer through the telephone line, the use of lip reading and sign language leads to the promotion of employment of operators with limited body parts.

Further, in the case of the present embodiment, the gesture operation of the operator 7 is not limited to a gesture for instructing the stop or enlargement of the reproduced moving image, that is, a gesture type in which the flow of a series of moving images is maintained. The display switching means (not shown) in the function (32) for reproducing a moving image includes reflecting an arbitrary gesture of the operator 7 on the 3D model 13 to change (or switch) the display state of the product. That is, the video story to be played back (32) in the FAQ video can be flexibly changed by any gesture of the operator 7 in response to a special question from the customer. For example, suppose that while playing a moving image on the HMD 6, the operator 7 needs to confirm the bottom of the product through a conversation with a customer. The downloaded FAQ video data 52 does not include checking the bottom of the product. In this case, the operator 7 makes a gesture to stop the reproduction (for example, crossing the index fingers of both hands) and a gesture to turn the product upside down (for example, rotate the back of the hand facing upward by 180 degrees to move downward). If you turn it, etc.), the display of the 3D model 13 will be changed so that the 3D model displayed on the HDM 6 is drawn upside down with the bottom facing up.
Further, in the case of a product having a door such as a refrigerator, the door in the 3D model 13 is opened in response to the gesture operation of the operator 7 to open the door, and the internal structure is controlled so as to be confirmed. .. As described above, the 3D moving image of the present invention is an interactive moving image corresponding to the gesture operation or voice of the operator 7.

Further, the gesture operation of the operator 7 includes the instruction of the simulation of the 3D model 13. When the client application module 3 identifies a specific gesture indicating the start of the simulation, the simulation corresponding to the gesture is developed by the 3D model 13. Specifically, for example, if the displayed 3D model product is lifted to a height of 1 m from the floor and then dropped, whether it will be damaged or the degree of damage will be determined by the structural data and materials of the product included in the 3D model. Perform strength analysis simulation based on the data. In addition, when the product is installed in a high temperature state, a simulation for thermally analyzing whether or not the product undergoes thermal deformation is executed. It also includes performing simulations when the product is submerged or installed in a high humidity environment.

The client application module 3 further displays the response script data 53 on the HMD 6. The response script data 53 is a script showing how the operator 7 talks with the customer at the time of response. The response script data 53 is created by the response history management module 4 described later, and is stored (uploaded) as the response script data 53 in the cloud server 5. The client application module 3 includes downloading the response script data 53 when downloading the three-dimensional FAQ video data 52 from the cloud server 5.

FIG. 4 is an example of a screen projected on the HMD 6 worn by the operator 7. That is, it is a visual field image diagram of the operator via HMD6. In the case of the present embodiment, the field of view seen by the operator 7 is divided into three areas. The center of the field of view is the list of 3D FAQ videos 320 to specify which video to play, the FAQ video menu 321 to select the playback format of the selected 3D model, and the 3D specified from the list. This is the area where the FAQ video 323 is displayed. However, the visual field area is not limited to three, and may be subdivided into one, two, or four or more.
The visual field image diagram shown in FIG. 4 is just an example. As another visual field image diagram, for example, in a multi-screen configuration, the screen to be referenced by the operator is automatically activated and displayed in the foreground based on the operator's instruction or the situation of conversation, or all or part of the screen. Including that the display / non-display of is performed flexibly as appropriate.

The list 320 of the three-dimensional FAQ videos is arranged so that the ones with the most inquiries are ranked high, for example, "wrong set order", "wrong parts combination net &pleats","wrong lid set orientation", etc. ..
The items in the FAQ video menu 321 are, for example,
1. 1. Disassemble and recycle all parts that make up the product. Playback of net & pleats 3. Play filter & box 4. It is a menu presented to select the part to be played and the playback format, such as box & lid playback.

When the 3D model data 51 of the product / model specified from the list 320 of the three-dimensional FAQ video is downloaded from the cloud server 5 by the gesture or voice of the operator 7, the client application module 3 has a field of view in the selected playback format. Display in the center of.

The left side of the field of view is an area for displaying the response script data 53 downloaded from the cloud server 5 as the response script 330. The response script 330 is a manual of how to talk to the customer. At the beginning of the response, after saying "Thank you for calling. It is the (name) of the customer center of company A home appliances.", "Which product do you inquire about?" And "Do you know the model number?" FIG. 4 shows an example of a response script for asking a question from a customer to ask for information about a product, and then asking what kind of situation the product is in. At the beginning of the reception, a greeting is given, and the name of the center and the person who responds are said to be determined by the first ten and several seconds of the customer who made the call, and it is desirable to have a polite response. is there.

Since the operator 7 can recognize the response script 330 displayed in the field of view of the HDM 6, the operator 7 can efficiently perform the response script 330 without searching for it, for example, in the manual book. In addition, if you respond (conversation) according to the prepared response script, you can have a conversation with an appropriate procedure, avoid wording that is easily perceived as unpleasant, and make it possible to build a good relationship with the customer. To do. It goes without saying that the above-mentioned response script 330 is the one at the beginning of the response, and it is possible to prepare various response scripts according to the response from the customer.

The right side of the field of view is a response history area 340 for registering the response contents as a history. The operator 7 may manually input from the keyboard, or another input device may be used. Further, the voice of the conversation being received may be analyzed to automatically determine the content equivalent to the keyboard input, or the content may be linked with the information displayed on the HMD 6 (34). When the history of the response contents is automatically created, the client application module 3 passes the voice data of the conversation between the operator 7 and the customer to the voice recognition processing unit (not shown), and analyzes the conversation contents using a predetermined algorithm. And convert the voice data into text. The created text is represented as information 340 in a history format as shown on the right side of the field of view. In the past, the response record was mostly managed manually, but in the case of the customer support support device 100 of the present invention, the work load of the operator 7 is greatly reduced because it is automatically registered by voice recognition processing. Become.
Then, the client application module 3 uploads the created response history data 340 to the cloud server 5 and stores it as the response log data 54 in a manner of associating it with the conversation voice data and the three-dimensional FAQ video data 52 of the designated 3D model. Ru.

Since the response history data 340 is uploaded to the cloud server 5, so-called inquiry logs are accumulated. In the HDM field of view example shown in FIG. 4, the list 320 of the three-dimensional FAQ video is displayed in the center. However, the display position of the list 320 of the three-dimensional FAQ video can be changed and the inquiry can be made in the manner shown in FIG. It may be displayed together with the log.

<Response history management module 4>
The response history management module 4 includes a script creation support tool 41 that creates and edits a response script displayed on the left side of the field of view of the HMD 6 in the above example. FIG. 6 shows an image diagram of a screen example for creating the response script 330. However, it is not necessarily limited to this screen. As shown in the figure, the response script creator activates the response history management module 4, inputs the words (line) to be spoken by the operator 7, and registers them. As for the dialogue of the operator 7, since the next dialogue corresponding to the customer's answer can be determined or assumed to some extent, the connection of the next dialogue is selected to be 2 branch, 3 branch, 4 branch, or the like. , Edit and register while inputting the dialogue in each branch. Since the response history management module 4 is provided with a tool for creating and editing the response script 330, the response script 330 can be easily systematized and constructed.

Further, the response history management module 4 is a response history management tool (42) for setting the format contents of the response history displayed on the right side of the field of view of the HMD 6 described above, and for recording, editing, and managing the response history after the response is completed. )including. FIG. 7 shows an image diagram of a screen for editing the contents of the response history. However, it is not necessarily limited to this screen. When the administrator of the customer support support device 100 or the like edits a certain inquiry registered as a "failure", the content can be changed or added as appropriate.
The created response script and response history data are stored (uploaded) in the cloud server 5.

Next, the process executed by the customer support support device 100 will be described with reference to the work flow shown in FIGS. 8 and 9.
FIG. 8 shows a processing flow of a conventional call center. When a customer calls the call center for inquiries and the call center receives power (step 81), the call request (inquiry, repair request, etc.) is heard and specified (step 82). If it is a registered customer, the customer database (not shown) is searched to identify the individual customer (step 83). Then, the product and model to be inquired are specified (step 84), and the situation of what kind of trouble is occurring is asked (step 85).

Based on the information obtained, the operator 7 presents a solution to the customer by referring to a trouble-shooting manual or the like prepared in advance if necessary (step 86), or finds the actual machine if necessary and the customer side. The solution is presented to the customer while reproducing the situation of the product (step 87). During this time, the customer will take action on the product according to the operator's solution and report to the operator whether the problem has been resolved.
Regardless of whether the problem is solved or not, the response history and FAQ are registered after the telephone response is completed (step 89).

FIG. 9 shows a processing flow of the customer support support device 100 of the present invention. The process executed by the customer support support device 100 is the same as the conventional response procedure shown in FIG. 8 from steps 81 to 85, but instead of steps 86 and 87, the operator uses the HDM6 attached to the trouble-shooting manual. Recognize the corresponding various information and the product structure represented by the 3D model 13 (step 96). Since the method of inputting and searching to the customer support support device 100 via HDM6 is based on voice and operation (gesture), it is completely different from the method of manual input of the conventional call center.

In particular, FIG. 10 shows a procedure executed by the client application module 3.
As shown in FIG. 10, the client application module 3 performs biometric authentication (for example, iris authentication) to confirm that it is the operator himself / herself. Only when the confirmation is obtained, the customer support support device 100 is allowed to log in (step 101). Next, the client application module 3 listens to the failure status of the customer product through a telephone conversation and searches the FAQ (step 102). The three-dimensional FAQ video data 52 related to the searched FAQ is downloaded from the cloud server 5 (step 103), and the video is played back on the HMD 6 mounted by the operator 7 (step 104). Further, the client application module 3 collects conversation voice with the customer, downloaded three-dimensional FAQ video data 52, memo information arbitrarily described by the operator 7 as log information (step 105), and the cloud server 5 Upload to (step 106).

Further, FIG. 11 shows a procedure executed by the response history management module 4.
To create / edit a response script using the response history management module 4, first log in to the script creation application started by the script creation support tool 41. Since the creation / editing of the response script and the setting / editing of the response history (log) management described later are not logins to the customer support support device 100 by the operator via HDM6, identity verification using biometric information such as the iris is performed. It is not always necessary to do exactly. It also includes a configuration that can be accessed by conventional login authentication.

The response history management module 4 starts to newly create a response script when the response script of the target product or model has not been registered yet (step 111). The content to be spoken is created by text or voice input according to the dialogue step as shown in FIG. 6 (step 112). At the end of creation, the display state is confirmed (step 113), and the response script 330 is registered (step 114).

Further, the setting / editing of the response history (log) management by the response history management module 4 logs in to the history management application started by the response history management tool (42). When the response history management module 4 calls the response history management application screen as shown in FIG. 7 (step 116), it selects the edited item and edits the addition or change (step 117). Here, it is assumed that the initial registration has already been completed. Then, at the end of editing, the display state is confirmed (step 118), and the changed content is registered (step 119).

In addition, the larger the accumulation of the response history (log) information, the more useful information source for creating FAQ videos and optimizing the response script. For example, it includes machine learning of keyword analysis and FAQ contents obtained from the response history (log) so that FAQ videos and response scripts with a high degree of conformity can be called due to customer troubles.

In the above-described embodiment, the operator 7 has been described as performing customer support operations while wearing the HMD 6, but the present invention is not limited to this. Even when other wearable information processing terminals such as a spectacle-type display device and a contact lens having an information display function are used, the functions of the customer support support device 100 described above can be fulfilled.

Further, in the above-described embodiment, various data used by the customer support support device 100 have been described as being stored by each module in the cloud server 5 so that they can be uploaded and downloaded, but the present invention is not limited to this. .. For example, the server does not necessarily have to be located in the cloud, and may be configured to install software required for the operator's wearable information processing terminal or store data. In this case, the processor provided in the wearable information processing terminal reflects the FAQ video playback and response script display executed by the function (32) that performs personal authentication processing and video playback, and any gesture of the operator 7. It controls the execution of processes related to switching the display state and collecting response log data.
Further, a system configuration in which each module in the customer support support device 100 is on-demand, even if it is not always connected to the network, and data is downloaded from the server or other modules, or the created data is uploaded to the server or other modules. Even so, the present invention is feasible.

Further, in another embodiment, each of the 3D model generation module 1, the video editing module 2, the client application module 3, the response history management module 4 and the cloud server 5 are directly connected to each other without going through a server. You may. As the communication method in this case, any appropriate communication connection can be used as long as data can be transferred, as in the above-described embodiment.

Hereinafter, the effects of the customer support support device 100 of the present embodiment will be described. According to the operator support by the customer support support device 100, the structure, movement, operation method, etc. of the product can be confirmed from the three-dimensional model data without referring to the actual machine of the product, so that the operator 7 can confirm the actual machine. It is not always necessary to be in a specific place called the call center where the data was prepared. As a result, the degree of freedom of the working place of the operator 7 is increased as compared with the conventional case, and various working styles such as a home operator are possible. Furthermore, it is possible to construct a call center in a virtual space by MR technology, and it is possible to manage and support a home operator in the virtual space.

Since it is not necessary for the operator 7 to search for the actual machines of various products in the call center and check their structures and operations, it is possible to shorten the time required to understand the customer's request and present the solution. it can. This has the effect of increasing the productivity per response and reducing the response cost of the operator's work. In addition, in the past, there was a situation where even if you called the Stammer Support Center, you could not connect easily, but with the present invention, you can obtain a solution in a short time, which also has the effect of improving customer satisfaction, and the product. It can be expected to contribute to improving the image of companies that manufacture and sell products.

The operator 7 can quickly and accurately understand the features of the product based on the displayed 3D model. In particular, inexperienced operators tend to take a long time to respond to inquiries, but according to the present invention, it is possible to accurately convey the content to be conveyed to the customer. As a result, customer complaints are reduced, the psychological burden on the operator is reduced, and employee satisfaction is improved.

In the present invention, by using a wearable information processing terminal 6 such as a head-mounted display, the operator 7 can grasp the structure and operation of the product by an intuitive operation called a gesture or an instruction by voice. Therefore, even if the PC skill of the operator 7 is low, the intuitive guidance by the image and the voice facilitates the understanding and enables an accurate response. It does not necessarily mean that call center operations cannot be performed unless the operator is familiar with the handling skills and products, and it can contribute to expanding the employment of operators.

In addition, being able to perform call center operations while using the 3D model 13 means that there are no restrictions on how the actual product can be picked up, and each operator is concentrated in a predetermined location (that is, the customer support center). There is no need to do it. Each operator 7 can also perform call center operations for the customer while referring to the three-dimensional product model at a place other than the customer support center (for example, at home).

Furthermore, even in a situation where the operator is not under the direct supervision of a so-called administrator, such as a home operator, by executing personal authentication using biometric information such as an iris, the registered operator must be the registered operator. , It is possible to prevent unauthorized access to product-related information and information related to call center operations, and the displayed information cannot be viewed by a third party other than the operator. As a result, it is possible to complete call center operations with a perfect security system.

1 3D model module 2 Video editing module 3 Client application module 4 Response history management module 5 Cloud server 6 Wearable information processing terminal (HMD)
7 Operator 100 Customer support support device

Claims (9)

A means of creating three-dimensional shape data for products included in customer support,
A means for creating a moving image showing the structure or assembly of each component constituting the product based on the three-dimensional shape data, and
A means for displaying the moving image on the user's wearable information terminal,
A means for receiving an instruction of the user for the moving image and controlling the display of the moving image according to the instruction of the user.
Customer support support device equipped with. The moving image displayed on the wearable information processing terminal according to claim 1, wherein the moving image is created based on a digital drawing technique including virtual reality, augmented reality, and mixed reality. Customer support support device. Further including means for changing the display of the three-dimensional shape data according to the instruction of the user.
The customer support support device according to claim 1 or 2, wherein the moving image is changed based on the display of the three-dimensional shape data after the change. Display on the wearable information processing terminal is permitted only when the biometric information of the user who wears the wearable information processing terminal is recognized and the authentication that the user is the registered person can be confirmed. The customer support support device according to any one of claims 1 to 3, which is controlled so as to be operated. The customer support support device according to any one of claims 1 to 4, wherein the user's instruction includes voice, gesture movement, lip reading, sign language, and facial expression change. The customer support support device according to any one of claims 1 to 5, wherein the moving image presents a solution according to the content of an inquiry to customer support. A wearable information processing terminal that displays data for customer support support based on digital drawing including virtual reality, augmented reality, and mixed reality.
A means for displaying a moving image showing the structure or assembly of each component constituting the product created based on the three-dimensional shape data of the product included in the target of customer support on the display of the wearable information processing terminal.
When the display of the three-dimensional shape data is changed in response to an instruction from the user who wears the wearable information processing terminal, a means for changing or switching the display content including the moving image on the display.
Wearable information processing terminal equipped with. The wearable information processing terminal according to claim 7, wherein the display on the display is permitted only when the authentication is confirmed based on the biometric information of the user of the wearable information processing terminal. The wearable information processing terminal according to any one of claims 7 or 8, wherein a response script for inquiries to customer support is displayed on the display.

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