JP7443166B2 - Inquiry support system - Google Patents

Description

Embodiments of the present invention relate to an inquiry support system.

Manufacturers of power generation equipment sometimes receive inquiries regarding their power generation equipment. For example, when an abnormality occurs in the various devices that make up the power generation facility, the operator of the power generation facility may make an inquiry to the manufacturer about the work procedures for the various devices that make up the power generation facility.

FIG. 3 is a flowchart illustrating an example of the response when a manufacturer of power generation equipment receives an inquiry in related technology.

When the manufacturer receives an inquiry, as shown in FIG. 3, the manufacturer dispatches a manufacturer engineer to the site of the power generation equipment (ST11). Next, the manufacturer engineer receives an inquiry from a field engineer working at the power generation facility (ST12). Next, the manufacturer engineer visually confirms the inquiry location (abnormal location, etc.) (ST13). Next, the manufacturer engineer determines whether the inquiry can be answered directly (ST14).

If the manufacturer engineer determines that it is possible (in the case of Yes), the inquiry details are answered to the field engineer (ST15a). On the other hand, if the manufacturer engineer determines that this is not possible (in the case of No), the content of the inquiry is communicated to the manufacturer that dispatches the manufacturer engineer (ST15b).

Then, the manufacturer examines the contents of the inquiry (ST16). Thereafter, the manufacturer notifies the manufacturer engineer of the study results (ST17), and the manufacturer engineer replies the study results to the field engineer (ST18).

Patent No. 3736331 Japanese Patent Application Publication No. 11-110034

As mentioned above, manufacturers respond to inquiries regarding power generation equipment by dispatching manufacturer engineers to the site of the power generation equipment. Therefore, if a large number of inquiries are received, it may be difficult to dispatch a manufacturer engineer to the site. Furthermore, the answer to the inquiry depends on the skills of the dispatched manufacturer engineer. Therefore, it may be difficult to respond quickly and accurately to inquiries.

When receiving an inquiry about an abnormality in equipment that constitutes power generation equipment, it is often necessary to shut down the power generation equipment until the abnormality is resolved. For this reason, there is a need to respond quickly and accurately to inquiries regarding abnormalities in power generation equipment. In addition, since inquiries about equipment operating procedures and the like similarly affect the operation of power generation equipment, prompt and accurate responses are especially required.

The problem to be solved by the present invention is to provide an inquiry support system that can support prompt and accurate answers to inquiries regarding power generation equipment.

The inquiry support system of the embodiment includes a communication section, a database, a judgment section, an inquiry location identification section, and a distribution section, and distributes inquiry data sent by an inquiry source regarding power generation equipment to answering departments that respond. The communication unit receives the inquiry data. The database accumulates accumulated data regarding power generation equipment. The determination unit determines whether or not the inquiry location of the power generation equipment corresponding to the inquiry data received by the communication unit can be specified using the accumulated data accumulated in the database. If the determination unit determines that the inquiry part can be identified, the inquiry part identification unit identifies the inquiry part using the accumulated data stored in the database, and creates an inquiry part by linking the identified inquiry part to the inquiry data. Output specific data. The distribution unit selects a response department from a plurality of departments according to the inquiry location specified by the inquiry location identification unit, and distributes the inquiry location identification data to the response department.

FIG. 1 is a block diagram schematically showing main parts of an inquiry support system 1 according to an embodiment. FIG. 2 is a flowchart illustrating an example of the response when a manufacturer of power generation equipment receives an inquiry in the embodiment. FIG. 3 is a flowchart illustrating an example of the response when a manufacturer of power generation equipment receives an inquiry in related technology.

[A] Configuration FIG. 1 is a block diagram schematically showing main parts of an inquiry support system 1 according to an embodiment.

As shown in FIG. 1, the inquiry support system 1 of the present embodiment includes a communication section 11, a database 12, a judgment section 13, an inquiry location identification section 14, and a sorting section 15. Each section is configured to select an answering department from among the plurality of departments 21 to 23 to answer the inquiry data, and distribute the inquiry data to the answering departments. Each part constituting the inquiry support system 1 will be sequentially explained.

[A-1] Communication department 11
In the inquiry support system 1, the communication unit 11 includes a communication interface and is configured to be able to communicate with the inquiry source 5. Here, the communication unit 11 is configured to receive inquiry data transmitted from the communication terminal of the inquiry source 5, for example.

The inquiry data is data for inquiring about, for example, abnormalities in the power generation equipment, work procedures for equipment that makes up the power generation equipment, delivery dates for parts that make up the power generation equipment, advice regarding work processes, and the like. The inquiry data includes character data, image data, audio data, and the like.

[A-2] Database 12
The database 12 includes a storage medium that stores electronic data, and is configured to store accumulated data regarding power generation equipment. The database 12 may be, for example, a cloud server that can communicate with each part of the inquiry support system 1 via a communication network such as the Internet.

Here, the accumulated data is data regarding the structure of each device constituting the power generation equipment and inquiry data received in the past. The accumulated data also includes various data regarding types of power generation equipment other than the power generation equipment inquired by the inquiry source 5. The stored data includes character data, image data, voice data, etc., similar to the inquiry data.

[A-3] Judgment unit 13
The determining unit 13 is constituted by a computing unit, and the computing unit uses a program to determine whether or not the inquiry location can be specified. Using the accumulated data stored in the database 12, the determining unit 13 determines whether or not the inquiry location of the power generation equipment corresponding to the inquiry data received by the communication unit 11 can be specified.

Here, the determination unit 13 determines that the inquiry location can be identified if there is data similar to the inquiry data in the accumulated data.

For example, if there is a matching or similar keyword between the character data stored as stored data and the character data received as inquiry data, the determination unit 13 determines that the inquiry location can be specified.

If there is a matching feature point between the image data stored as storage data and the image data received as inquiry data, the determination unit 13 determines that the inquiry location can be specified.

Further, when voice data received as inquiry data is received, for example, the voice data is converted into character data. Thereafter, if there is a matching or similar keyword between the character data stored as stored data and the received character data converted from the voice data, the determining unit 13 determines that the inquiry location can be specified.

[A-4] Inquiry location identification unit 14
The inquiry location specifying unit 14, like the determining unit 13, is constituted by a computing unit, and the computing unit executes a process of identifying an inquiry location using a program. When the determining unit 13 determines that the inquiry point can be specified, the inquiry point identification unit 14 identifies the inquiry point using the accumulated data stored in the database 12, and links the identified inquiry point to the inquiry data. Output the specified query location data.

Here, the inquiry point specifying unit 14 specifies, as the inquiry point, a portion of the accumulated data, such as equipment of a power generation facility, that is associated with data similar to the inquiry data.

For example, if there is a matching or similar keyword between character data stored as stored data and character data received as inquiry data, the inquiry location specifying unit 14 identifies the power generation equipment associated with the keyword. Specify the device as the inquiry point.

If there is a matching feature point between the image data accumulated as accumulated data and the image data received as inquiry data, the inquiry location specifying unit 14 identifies the equipment of the power generation equipment associated with the feature point. Specify as an inquiry point.

Further, when receiving the voice data received as inquiry data, the inquiry point specifying unit 14 determines, for example, whether there is a match or similarity between the character data stored as the stored data and the received character data converted from the voice data. Specify the equipment of the power generation facility associated with the keyword as the inquiry location.

[A-5] Sorting section 15
The distribution unit 15, like the determination unit 13 and the inquiry location specifying unit 14, is constituted by a computing unit, and the computing unit uses a program to execute a process of distributing the inquiry location identification data to answering departments.

Here, the sorting unit 15 selects a response department from the plurality of departments 21 to 23 according to the inquiry location specified by the inquiry location identification unit 14. Specifically, the sorting unit 15 has, for example, a lookup table that associates inquiry locations with response departments, and uses the lookup table to determine whether the inquiry location identification data is linked to the inquiry data. The response department corresponding to the inquiry location is selected from the plurality of departments 21 to 23. Then, the distribution unit 15 distributes the inquiry point specifying data to the communication terminals of the selected response department.

[B] Operation FIG. 2 is a flowchart illustrating an example of the response when a manufacturer of power generation equipment receives an inquiry in the embodiment. In this embodiment, the inquiry support system 1 described above is used to respond to inquiries.

[B-1] ST21
As shown in FIG. 2, the communication unit 11 receives inquiry data from the inquiry source 5 (ST21).

For example, the communication department 11 may receive text data such as the name of the abnormal event, the name of the equipment or part of the power generation equipment where the abnormality occurred, the dimensions of the equipment or part, and a document that describes past inspection records of the equipment or part. Receive as inquiry data. In addition, the communication unit 11 receives image data such as a still image or a moving image of an abnormal location as inquiry data.

[B-2] ST22
Next, the communication unit 11 transmits inquiry data to the determination unit 13 (ST22).

[B-3] ST23
Next, the determining unit 13 determines whether the inquiry location can be specified (ST23).

Here, the determination unit 13 uses the accumulated data stored in the database 12 to determine whether or not the inquiry location corresponding to the inquiry data can be specified.

For example, when the inquiry data includes the name of a device in a power generation facility where an abnormality has occurred, and the name of the device is stored in the database 12 as stored data, the determination unit 13 selects the inquiry location corresponding to the inquiry data. It is determined that it can be identified. Further, when image data of an abnormal location is included in the inquiry data, when there is a matching feature point between the image data of the abnormal location and the image data accumulated as accumulated data, the determination unit 13 It is determined that the location can be identified.

In addition, when the serial number of the device is included in the inquiry data, and the serial number of the device is stored in the database 12 as stored data, the determination unit 13 determines that the inquiry location corresponding to the inquiry data can be specified. You may.

[B-4] ST24b
If the determination unit 13 determines that the inquiry location cannot be specified (No), the communication unit 11 requests the inquiry source 5 to reconsider the contents of the inquiry data (ST24b). Then, when inquiry data is received again (ST21), each of the above steps is executed in sequence.

[B-5] ST24a
On the other hand, if the determination unit 13 determines that the inquiry location can be specified (Yes), the inquiry location identification unit 14 identifies the inquiry location (ST24a).

Here, the inquiry point specifying unit 14 uses the accumulated data accumulated in the database 12 to specify the inquiry point.

For example, if the inquiry data includes the name of a device in a power generation facility where an abnormality has occurred, and the accumulated data includes data regarding that device, the inquiry point identification unit 14 identifies that device as the inquiry point. .

If the inquiry data includes the current image of the device along with the device's serial number, and if past images of the device can be extracted from the accumulated data based on the device's serial number, the current The inquiry point identification unit 14 may compare the image with past images and identify damaged points that have changed significantly as the inquiry point.

In the case where the inquiry data includes the actual measured value currently measured for each device, and when the actual measured value measured in the past for each device is accumulated as accumulated data, the current actual measured value and the past actual measured value When the difference value is outside the allowable range, the inquiry point specifying unit 14 may specify the portion outside the allowable range as the inquiry point.

In addition, if the inquiry data includes the current display screen showing the status of each device, and if the normal display screen is recorded as accumulated data, the current display screen and the normal display screen may be The inquiry point specifying unit 14 may identify the inquiry point based on the different portions by comparing the two.

[B-6] ST25
Then, the inquiry point specifying unit 14 transmits the inquiry point specifying data in which the inquiry point is linked to the inquiry data to the distribution unit 15 (ST25).

For example, when a device of a power generation facility in which an abnormality has occurred is identified as an inquiry point, the inquiry point identification unit 14 sends inquiry point identification data that is linked to the inquiry data with the name of the device of the power generation facility as the inquiry point. sends it to the distribution section 15.

[B-7] ST26
Next, the sorting unit 15 selects a response department from the plurality of departments 21 to 23 (ST26).

Here, based on the inquiry location linked to the inquiry data in the inquiry location identification data, the sorting unit 15 selects an answering department from the plurality of departments 21 to 23 to answer the inquiry included in the inquiry data.

For example, if the inquiry data indicates that wear or damage has occurred in equipment such as turbine rotor blades or nozzles, the first department 21 is selected as the answering department. If the inquiry data indicates that the gap between devices is an abnormal value, the second department 22 is selected as the answer department. If the inquiry data indicates an abnormality in the control system, the third department 23 is selected as the answering department.

[B-8] ST27
Next, the distribution unit 15 transmits the inquiry location identification data to the answering department (ST27).

Among the plurality of departments 21 to 23, the answering department to which the inquiry point specifying data is sent from the sorting section 15 sends an answer to the inquiry source 5 after considering the inquiry point specifying data.

[C] Summary As described above, the inquiry support system 1 of the present embodiment identifies the inquiry point of the power generation equipment from the inquiry data sent by the inquirer 5 regarding the power generation equipment, and responds according to the specified inquiry point. , is configured to select an answering department from a plurality of departments, and allocating inquiry point specifying data in which the inquiry point is linked to the inquiry data to the selected answering department.

In this way, in this embodiment, the content of the inquiry sent from the inquiry source 5 can be quickly distributed to the appropriate response department without dispatching a manufacturer engineer to the site of the power generation equipment. Therefore, in this embodiment, since a manufacturer engineer is not involved, it is possible to support prompt and accurate answers to inquiries regarding power generation equipment.

In this embodiment, an example of the inquiry support system 1 constructed in a manufacturer's factory has been shown, and a case has been described in which the inquiry support system 1 includes communication terminals of a plurality of departments 21 to 23 in the manufacturer's factory. However, it is not limited to this. The sorting unit 15 may select a department outside the manufacturer's factory as the answering department and distribute the inquiry location specific data.

<Others>
Although several embodiments of the invention have been described, these embodiments are presented by way of example and are not intended to limit the scope of the invention. These novel embodiments can be implemented in various other forms, and various omissions, substitutions, and changes can be made without departing from the gist of the invention. These embodiments and their modifications are included within the scope and gist of the invention, as well as within the scope of the invention described in the claims and its equivalents.

1: Inquiry response support system, 5: Inquiry source, 11: Communication department, 12: Database, 13: Judgment department, 14: Inquiry location identification department, 15: Sorting department, 21-23: Department

Claims (1)

An inquiry response support system that distributes inquiry data sent by an inquirer regarding power generation equipment to a response department that responds,
a communication unit that receives the inquiry data;
a database that accumulates accumulated data regarding the power generation equipment;
a determination unit that determines whether an inquiry location of the power generation equipment corresponding to the inquiry data received by the communication unit can be specified using the accumulated data accumulated in the database;
If the determination unit determines that the inquiry location can be identified, the inquiry location is identified using the accumulated data stored in the database, and the identified inquiry location is linked to the inquiry data. an inquiry location identification unit that outputs specific data;
a sorting unit that selects the response department from a plurality of departments according to the inquiry location specified by the inquiry location identification unit, and distributes the inquiry location identification data to the response department;
Inquiry response support system.

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