WO2004019250A1

WO2004019250A1 - User support management apparatus and user support management program

Info

Publication number: WO2004019250A1
Application number: PCT/JP2002/008514
Authority: WO
Inventors: Shigeru Hidesawa; Kazuhiko Nakamura; Rikiya Naito
Original assignee: Fujitsu Limited
Priority date: 2002-08-23
Filing date: 2002-08-23
Publication date: 2004-03-04
Also published as: JPWO2004019250A1; CN1628311A; AU2002328496A1

Abstract

A user support management apparatus for managing support of a user using a personal computer to be supported and connected to a user support management apparatus via a communication line. An appropriate support is given according to a level of the user operating the object to be supported. The user support management apparatus includes a user information acquiring unit for acquiring a mastership level of the user operating the support object concerning the support object and a user information storage unit for storing the mastership level acquired by the user information acquiring unit and correlated with the user.

Description

Description User support management device and user support management program

The present invention relates to a user support management device that manages a robot for a user who uses a support target such as a personal computer connected via a communication line, and a user support management device that is executed in an information processing device that executes a program. The present invention relates to a user support management program for operating an information processing device as a user support management device, and a user support management program storage medium storing the user support management program.

Conventional technology

If a user purchases a personal computer (hereinafter sometimes abbreviated as “PC”), especially for beginners, etc., since they do not have enough knowledge and experience in basic things such as PC functions and operations, May be contacted. Introductory inquiries from beginners are often not what you would normally ask if you are more or less accustomed. The system provided by today's manufacturer (support side) can inquire about information that does not require inquiries to the service counter. Become. If such inquiries are not answered as expected by the user, even if the cause is lack of knowledge and experience of the user, anxiety due to inexperience in the user's personal computer Can lead to the mistrust of manufacturers.

Manufacturers also hold computer classrooms and other activities to teach beginners how to operate a computer, but there are many places such as securing a place to hold the classroom and time constraints, personnel costs, education for instructors themselves, etc. It seems that it is difficult to achieve the effect that is worth the actual operation.

In addition, as a problem on the support side, since the level of knowledge of the personal computer (the questioner) who actually makes inquiries is unknown, it is necessary to understand how much the questioner understands about the computer. May take some time. When In particular, if you are a beginner who does not think you are a self-proclaimed advanced person, the support staff (hereinafter sometimes referred to as “Sabo overnight”) will respond very much to that. It will be difficult.

These difficulties in providing services tailored to users are also factors that hinder automation of user responses.

Disclosure of the invention

In view of the above circumstances, the present invention provides a user support management device capable of appropriately responding to a level of a user operating a support target, a user sabot management program for realizing the user support management device, And a user support management program storage medium storing the user sabot management program.

The user support management device of the present invention that achieves the above object,

A user information acquisition unit for acquiring a user's proficiency level relating to the support target; and a user information storage unit for storing the proficiency level acquired by the user information acquisition unit in association with the user. I do.

Here, it is preferable that the user information acquisition unit acquires a learning level evaluated based on a result of the user receiving the training on the support target. More specifically, for example, the user information acquisition unit receives the training result of the training on the support target received by the user, and evaluates the learning level of the user based on the training result to determine the learning level of the user. In such a case, the user information acquisition unit may transmit the training material related to the support target to the support target used by the user, and the user may obtain the training based on the training material by the user. It may receive the attendance result. '

Alternatively, the user information acquisition unit transmits to the support target both the training material for the support target and the evaluation method for evaluating the learning result of the training based on the training material and obtaining the proficiency level. The user may receive the user's proficiency level obtained for the sabot based on the learning result of the learning based on the learning material.

In addition, the user information acquisition unit acquires the proficiency level of each supported field. It is preferable that the user information storage unit stores the skill level for each field acquired by the user information acquisition unit in association with the user.

Further, the user information acquisition unit associates the acquired skill level with the user and stores the acquired skill level in the user information storage unit, acquires the acquired point of the user, and stores the acquired point in the remaining point of the user. The user information storage unit obtains the point consumption information, and adds the acquired points of this time to the user information storage unit in association with the user, and further stores the point consumption information. It is preferable to update the point of the user who has consumed the points stored in the above to a point obtained by subtracting the consumed points.

In this case, it is preferable that the user information acquisition unit acquires the points acquired based on the result of the user receiving the training on the support target. Specifically, for example, the user information obtaining unit receives the training result of the training on the support target received by the user, and calculates the acquisition point of the user based on the learning result, thereby obtaining the user. In this case, the user information acquisition unit may transmit the training material related to the support target to the support target, and the result of the training by the supported user based on the training material may be obtained. May be received.

Alternatively, the user information acquisition unit transmits to the support target both the training material related to the support target and the calculation method of calculating the acquired points based on the training result based on the training material based on the training target material, and The user may receive an acquisition point of the user calculated for the sabot based on the result of the lesson based on the learning material based on the learning material.

Further, it is preferable that the user support management device of the present invention further includes an information providing unit that provides information corresponding to the level of learning of the user to be supported, toward the support target.

Further, in the user support management device of the present invention, a support request from a user is accepted, and the acceptance of the support request is sent to a sabo / night machine operated by sabo / night to perform user support. Provide a support request reception unit that notifies the user with the level of proficiency of the user who made the request. Is preferred.

In this case, the support request receiving unit may receive a support request from the user only when the user's proficiency level is higher than a predetermined proficiency level, or The support request reception unit recommends that the user take a training course when a support request is received from a user, and that the support request reception unit receives a support request when the user still receives a support request. Good.

Here, the user support management device of the present invention may be connected to a communication line and manage the sabot objects connected via the communication line.

Further, a user support management program of the present invention that achieves the above object is a user support management program that is executed in an information processing device that executes a program, and causes the information processing device to operate as a user sabot management device. All aspects of causing the information processing apparatus to operate as the user support management apparatus of the various aspects described above are included in the user support management program of the present invention.

Further, the user sabot management program storage medium of the present invention that achieves the above object is executed in an information processing device that executes the program, and stores a user support management program that operates the information processing device as a user support management device. A user support management program storage medium according to the present invention, the user support management program storage medium of the present invention includes all of the above-described information processing devices that operate as the user support management devices of the various aspects described above. All the user sabot management program storage media storing the user support management program of the embodiment are included.

In the present invention, the “support target” is not particularly limited, and may be, for example, hardware of a user machine, or an operating system (OS) or an application program. Software, or both hardware and software, or, for example, only a specific application program.

BRIEF DESCRIPTION OF THE FIGURES

FIG. 1 is a diagram showing a network configuration including an embodiment of a user support management device of the present invention.

FIG. 2 shows the server shown in FIG. 1 that operates as the user support management device of the present invention. -It is a perspective view.

FIG. 3 is a hardware configuration diagram of the server machine having the appearance shown in FIG. 2. FIG. 4 is a schematic diagram showing an outline of an embodiment of the user support management program of the present invention.

FIG. 5 is a block diagram showing an outline of an embodiment of the user sabot management apparatus of the present invention.

FIG. 6 is a diagram illustrating an example of the user information.

FIG. 7 is a diagram showing an outline of the test collection DB shown in FIG.

FIG. 8 is a diagram showing an operation flow of the user machine.

FIG. 9 is a diagram showing an operation flow of the Sabo overnight machine.

FIG. 10 is a diagram showing an operation flow of the server machine.

FIG. 11 is a diagram showing an operation flow of the server machine.

FIG. 12 is a diagram showing an operation flow of the server machine.

Figure 13 is a diagram showing the operation flow of product introduction to the user machine by the server machine.

FIG. 14 is a diagram illustrating an example of the user information.

FIG. 15 is a diagram showing an outline of the test collection DB shown in FIG.

FIG. 16 is a diagram showing an operation flow of the user machine.

FIG. 17 is a diagram showing an operation flow of the user machine.

FIG. 18 is a diagram showing a modified example of the operation flow of the user machine described with reference to FIGS. 16 and 17, which is different from FIGS. 16 and 17.

FIG. 19 is a diagram showing an operation flow of the supporter machine.

FIG. 20 is a diagram showing an operation flow of the server machine.

FIG. 21 is a diagram showing an operation flow of the server machine.

FIG. 22 is a diagram showing an operation flow of the server machine.

FIG. 23 is a diagram showing an operation flow of introducing a product to a user machine by the server machine.

BEST MODE FOR CARRYING OUT THE INVENTION The user support management device or the like of the present invention is suitable for the following usage, for example.

Within the member site built on the network operated by the manufacturer, a training school that provides training for computers manufactured by the manufacturer will be established. In this lesson, we will provide an easy-to-understand explanation of basic ideas and usage, prepare simple tests, and improve the user's technical level by clearing the confirmation test, and at the same time improve the manufacturer's technical level. (Support side) can confirm the user's learning level. In addition, if a user takes this training, the user may be able to obtain points that assume certain benefits.

The technical level and points acquired by the user in this way are managed together with each user (registered ID) information.

The simple test can be implemented in various forms, such as electronic learning methods such as open-to-the-web issues, or in the form of hands-on tests in which the instructor operates (processes) tasks while monitoring time online. Things are conceivable. These are basically provided as free services.

As a result, users (especially beginners) are expected to continue training to higher levels of certification in an attempt to improve their skill level or gain more privilege points. Is done.

The improvement in the technical level of beginners in this way not only benefits the users themselves, but also, as shown below, the operational efficiency of the support and service provider and the services that users enjoy. A great effect can be obtained in both aspects of improving the quality of the service level.

For example, at a user support desk, it is possible to immediately determine whether the user making an inquiry is a user who has been certified for a technical level at a driving school, and is a user who has been certified for a technical level. In such a case, it is possible to provide support that understands the technical level and understanding level of the user.

In the “frequently asked questions”, which is information provision through the Internet, etc., the user is identified, and inquiries are received from the user group at that level based on the technical level information given to the user at the driving school. Providing answers Can be. In addition, it is possible to automatically determine the most appropriate explanation method for the user's technical level. For example, a beginner can use many figures and explain each procedure one by one. Can propose more advanced usage, and as a result, user satisfaction can be improved.

In addition, the “parts shop”, which sells hardware and software using the Internet, identifies users and, based on the level information given to the user at the driving school, offers the most suitable products for the user. Can be displayed preferentially.

Furthermore, not only those who have already purchased PCs but also those who are considering purchasing PCs are eligible for registration at this membership system site, and those who were able to confirm that they reached a certain level of technical level through training In addition, you can use the points you have given to give the benefit of discounted purchases of personal computers, which will contribute to increased sales of personal computers. In this case, on the other hand, for services that are expensive on the provider side, such as telephone support, if some or all of the scope of the services are restricted and discounted purchase benefits are given, a certain level of technology has already been acquired. Buyers will receive discounts instead of accepting the lack of basic services, while support providers will benefit from reduced support costs.

Hereinafter, embodiments of the present invention will be described.

FIG. 1 is a diagram showing a network configuration including an embodiment of the user support management device of the present invention.

Here, a server machine 100, a user machine 200, and a support machine 300 are provided, and these are connected by a communication line such as the Internet. Here, the server machine 100 operates as one embodiment of the user support management device according to the present invention. The server machine 100 includes a management database 100a, a product information DB ( Database) 100b, Q & A DB100c, and test collection DB100d. Here, the management database 100a stores user information including various information on the user operating the user machine 200, and the product information DB 1.00b stores various product information. , Q & A

DB 100 c contains various typical questions (Q) about the user machine 200 The answer (A) is stored, and the test collection DB 100d stores questions and answers for testing the user's proficiency with respect to the user machine 200.

The user machine 200 is a machine such as a personal computer operated by the user. The sabo overnight machine 300 is a machine such as a personal computer operated by the sabo overnight to answer a question about the user machine 200 from the user. Machine. Although only one user machine 200 and one sabo machine 300 are shown here for the sake of simplicity of illustration, the user machine 200 is typically a user machine. When many user machines to be managed are connected to the server machine 100 via a communication line, and the supporter machine 300 also has a plurality of sabos, a plurality of supporter machines are prepared.

Here, the present invention is characterized by the server machine 100 or a program operating in the server machine 100, and the like, and the following description will focus on the server machine 100.

FIG. 2 is an external perspective view of the server machine shown in FIG. 1 that operates as the user support management device of the present invention. '

The server machine 100 has the form of a computer, and includes a main unit 101 and a main unit 1 including a CPU (central processing unit), a RAM (random access memory), a hard disk, a communication port, and the like. 01 Display section 102 that displays images and character strings on display screen 102 a in response to instructions from 1 102, Keypad 103 for inputting operator's instructions to server machine 100 0, Display screen 1 A mouse 104 is provided for designating an arbitrary position on 02a and inputting an instruction corresponding to an icon or the like displayed at that position at the time of designation.

The main body 101 further has a FD loading slot 101a into which a flexible disk (not shown) and a CD-ROM 300 are loaded, and a CD-ROM loading slot 101b, respectively. FD drives and CD-ROMs, which are accessed by driving flexible disks (FD) and CD-ROM 300 loaded from their loading slots 101a and 101b, The drive is also built-in.

The server machine 100 is connected via a communication cable 200 to a communication line 210 for transmitting information via the Internet. This communication line 2 1 0 A large number of user machines managed by this server machine 100 and a plurality of sabo overnight machines are connected (not shown)

FIG. 3 is a hardware configuration diagram of the server machine having the external appearance shown in FIG. 2. The hardware configuration diagram includes a CPU 111, a RAM 112, a hard disk controller 111, and an FD drive 1. 14, CD-ROM drive 1 15, mouse controller 1 16, keyboard controller 1 17, display controller 1 18, and communication board 1 19 with Internet communication function are shown. , They are interconnected by a bus 110.

As described with reference to FIG. 2, the FD drive 114 and the CD-ROM drive 115 are provided with the FD 310 and the FD 310 loaded from the CD-ROM slot 101, respectively. The CD-ROM 300 is accessed. The communication board 1 19 is connected to the Internet communication line 210 (see FIG. 2) via the communication cable 200.

In this embodiment, the communication line 210 is described as an Internet communication line. However, in the present invention, the communication line 210 is not necessarily required to be an Internet communication line. 1 Area N two rk) or other communication lines.

FIG. 3 also shows a hard disk 120 accessed by the hard disk controller 113, a mouse 104 controlled by the mouse controller 116, and a keyboard controller 117 controlled by the keyboard controller 117. Also shown are a keyboard 103 and a CRT display 102 controlled by a display controller 118.

FIG. 4 is a schematic diagram showing an outline of an embodiment of the user support management program of the present invention.

Here, the user support management program 400 is stored in the CD-ROM 300, and the CD-ROM 300 is loaded from the CD-ROM loading slot 101b shown in FIG. The user support management program 400 stored in the CD-ROM 300 is accessed by the drive 115. It is installed on the server machine 100 shown in FIG. 2 and FIG. When the user support management program installed in the server machine 100 is executed in the server machine 100, the server machine 100 becomes an embodiment of the user robot management apparatus of the present invention. Operate.

In this example, the user support management program 400 is stored in the CD-ROM 300. However, the user support management program 400 does not need to be stored in the CD-ROM. It may be stored in a portable storage medium and installed in the server machine 100, or may be installed in the server machine 100 from another device or the like via the communication line 210, or The data may be stored from the beginning on the hard disk 120 of the server machine 100 (see Fig. 3), etc., and how it is stored or stored as long as it can be finally executed on the server machine. The user support management program 400 shown in FIG. 4 includes a user information acquisition section 410, a user information storage section 420, an information provision section 430, and a sabot request reception section 440. It is composed of The operation of each of the sections 410 to 400 will be described in conjunction with the description of FIG.

FIG. 5 is a block diagram showing an outline of an embodiment of the user support management device of the present invention.

When the user support management program 400 shown in FIG. 4 is executed in the server machine 100 shown in FIG. 1 to FIG. This is realized in the machine 100.

The user support management device 500 in FIG. 5 includes a user information acquisition unit 510, a user information storage unit 520, an information providing unit 530, and a support request receiving unit 540. It is composed of These units 501 to 540 correspond to the respective units 410 to 440 of the user support management program 400 shown in FIG. 4, respectively, but the user support management device 500 of FIG. Each of the components 510 to 540 constituting the hardware is composed of hardware of the server machine 100 shown in FIGS. 1 to 3 and an operating system (OS) executed in the server machine 100, and While it is configured with the user sabot management program 400 shown in Fig. 4 that runs on the OS, it is shown in Fig. 4. Each of the sections 410 to 400 constituting the user support management program 400 is composed of only the application program section of the composite. The user support management program 400 of each of the sections 410 to 400 constituting the user support management program 400 shown in FIG. 4 was executed in the server machine 100 of FIGS. 1 to 3. The operation at this time is the operation itself of each unit 510 to 540 constituting the user support management device 500 shown in FIG. Therefore, the operation of each unit 510 to 540 constituting the user support management device 500 will be described below, and the respective units 410 to 504 constituting the user support management program 400 in FIG. It shall also serve as an explanation of the action of 450.

The user support management device 500 shown in FIG. 5 is a user support management device that manages a user machine 200 connected via an Internet communication line. 0, a user information storage unit 520, an information providing unit 530, and a support request receiving unit 540.

The user information acquisition section 5100 is basically a functional section for acquiring the master level of the user who operates the user machine 200 with respect to the user machine 200. The user information acquisition section 5110 The acquired learning level is stored in the user information storage unit 520 in association with the user.

Here, the user information obtaining unit 5100 obtains a proficiency level evaluated based on the result of the user of the user machine 200 having received the training on the user machine 200. Specifically, the user information acquiring unit 510 receives the training result of the training on the user machine received by the user of the user machine, and based on the training result, the proficiency level of the user. By evaluating the user, the user's level of learning is obtained. When the user information acquisition unit 501 receives the user's attendance result, the training materials to be attended by the user may be stored in the user machine 200 in advance. 10 may transmit the training material related to the user machine 2000 to the user machine.

Alternatively, the user information acquisition unit 5110 transmits to the user machine not only the training material related to the user machine but also an evaluation method for evaluating the learning result based on the training material and obtaining a proficiency level. Lessons by users The user's proficiency level obtained on the user machine based on the result of attending the training based on the teaching material may be received.

Further, the user information acquisition section 5100 is for acquiring a skill level for each field of the user machine 200, and the user information storage section 5200 is a user information acquisition section 5100. In this case, the proficiency level in each field acquired by the user is stored in association with the user.

Further, the user information acquisition unit 5100 in the present embodiment acquires a user's skill level, stores the acquired skill level in the user information storage unit 5200 in association with the user, and obtains a user acquisition point. And the acquired point of the user acquired this time is added to the remaining point of the user, and the acquired point is stored in the user information storage unit 520 in association with the user. Reference numeral 5110 is for acquiring point consumption information and updating the point of the user who has consumed the points stored in the user information storage section 520 to a point obtained by subtracting the consumed points. is there.

Here, the user information acquisition unit 5100 acquires a point acquired based on the result of the user of the user machine having received training on the user machine. Specifically, the user information acquisition unit 510 receives a training result of the training on the user machine received by the user of the user machine, and calculates an acquisition point of the user based on the training result. In order to receive the attendance result, the training material may be stored in the user machine 200 in advance as described above, but the user information acquisition unit The reference numeral 510 may transmit a training material related to the user machine to the user machine, and receive a result of the training by the user of the user machine based on the training material.

Alternatively, the user information acquisition unit 5100 transmits to the user machine not only the training material for the user machine but also a calculation method for calculating the acquired points based on the training result based on the training material based on the training material. It may receive the user's acquisition points calculated by the user machine based on the learning result of the training based on the training material by the user of the machine. Further, the information providing unit 530 constituting the user support management device 500 in FIG. 5 sends information corresponding to the user's skill level of the user machine 200 to the user machine 200. To provide. For example, the information providing unit 530 refers to the product information DB 100b shown in FIG. 1 and provides the user machine 200 with product information according to the user's skill level. & ADB 100c is provided to the user machine 200 with a Q & A (list of correspondence between questions and answers) according to the user's skill level.

Further, the support request receiving unit 540 included in the user support management device 500 in FIG. 5 receives a support request from a user, and operates in response to the reception of the support request by a user who performs user support. This is a notification to the Sabo overnight machine 300 with the level of proficiency of the user who made the support request. Here, the support request receiving unit 540 may receive a robot request from a user only when the user's proficiency level is equal to or higher than a predetermined proficiency level. Alternatively, the support request reception unit 540 recommends that the user take a lesson when a user receives a sabot request, and if the user still receives a sabot request. The support request may be accepted.

Based on the above description, embodiments of the present invention will be described below more specifically. FIG. 6 is a diagram illustrating an example of the user information.

This user information is stored in the management database 100a shown in FIG. 1, and includes the user such as the telephone number and the name of the user operating the user machine 200. The information to be specified, the user ID, the remaining service points P that the user has acquired and not yet used, and the level L indicating the user's proficiency with respect to the user machine 200 are stored.

FIG. 7 is a diagram showing an outline of the test collection DB100d shown in FIG.

Here, Q (question) and A (answer) are stored for each level Ll, L2, L3, ... and for each of the first, second, third ... questions. The levels L 1, L 2, and L 3 correspond to the levels L 1, 2, and 3, respectively. A higher level L indicates a higher level. FIG. 8 is a diagram showing an operation flow of the user machine.

Here, the user ID is input to the user machine by a user operation (step a).

Here, if the input user ID is already registered as the user information of the management data base 100a, the user is a member of this service system, and the process proceeds to step a5. If there is no user ID, the user is inquired about whether to join this service system (step a2). If the user performs an operation indicating that he / she does not want to join, the user is asked to enter the service system. The user is notified that the service is available only to members and the service is terminated (step a3).

On the other hand, when the user intends to join, the user performs a membership registration procedure and obtains the user ID (step a4). At this time, the point P of the user is zero, and the user's proficiency level is evaluated as L = 0, which is the lowest.

In step a5, the user's machine captures and displays the user's point P and level L from the server machine.In step a6, the user decides whether to take training or receive support. Or a message asking if you want to quit is displayed.

If the user chooses to take the lesson, the process proceeds to step a7, and the user machine acquires and displays the Q (problem) (see FIG. 7) corresponding to the current level L of the user from the server machine. Then, when the user inputs the answer (user answer UA) to the Q (problem), the server machine is notified of the UA (user answer). The server machine receives the notification of the UA and evaluates whether or not the UA is correct for the Q (problem), as described below, and according to the evaluation, the user's point P and level L Is updated. In step a9, the user machine captures and displays A (whether the answer was correct or not and the correct answer when the answer is incorrect), P (point) and L (level). In step a10, there is an inquiry as to whether or not to continue the training. If the training is to be continued by the user's selection, the process returns to step a7 and the next Q (problem) is captured and displayed. Is done. To end the lesson, return to step a6. On the other hand, if the user selects to receive the sabot in step a6, In step a11, a question is input to the user machine by a user operation, and the input question is notified to the server machine. The server machine receives the notification and distributes the question to the sabot machine, and the user machine corresponds to the sabo operation for operating the allocated sabot machine (step a12). If the user's question has been resolved or if they have canceled further support (step a13), the server machine will be notified of the termination (step a14) and will be consumed by this support. After that, the user's P (point) is captured and displayed (step a15).

FIG. 9 is a diagram showing an operation flow of the Sabo overnight machine.

Here, a question from the user is received via the server machine (step b 1), the P (point) h (level) of the user is captured and displayed (step b 2), and thereafter, In response to the operation of Sabo, a response to the user's question is performed (step b3). In this case, the Sabota will look at the level of the user and make an answer appropriate to that level.

FIGS. 10 to 12 are diagrams showing the operation flow of the server machine.

Here, first, personal identification information of the user is received from the user (user machine) (step c 1). Here, the telephone number and name of the user are received, and the telephone number and name are used as a key to search the management DB 100a.

It is determined whether or not user information having the telephone number and name exists in the management DB 100a (step c2), and if so, whether or not the ID of the user is further registered. Is determined (step c 3). The fact that the telephone number and name are registered but the user ID is not registered may occur, for example, in the case of a user who has previously made a provisional enrollment.

If the user information with the telephone number or name does not exist in the management DB 100a or if the user ID does not exist even if it exists, the regular member registration form is sent to the user machine. By sending it to and displaying it, regular membership guidance is performed (step c 4).

If the user ID has already been registered, the user is already a regular member of this service system, and the user's P (point) and (Level) is taken in and notified to the user's user machine (step c5), and a notification of receiving training or a sabot from the user machine or a termination notification is received. If the notification is to receive training, the process proceeds to the training flow shown in FIG. 11, and if the notification is to receive support, the process proceeds to the support flow shown in FIG. 12 (step c6).

If the notification is that the user is to receive training, the process proceeds to the flow shown in Fig. 11, where QX (problem) corresponding to the user's level is fetched from the test collection DB 100d and transmitted to the user machine ( Step c11), waits for a UA (user answer) from the user machine, determines whether the UA was the correct answer to the problem (step c12), and if incorrect, the user machine Is notified of A x (correct answer)

(Step c 13) If the UA is correct, the user is notified that P (point) has been newly obtained, and the user information of the user in the management DB 100 a. The points stored in (see FIG. 6) are updated (step c14). In addition, the points provided to the user at the time of the correct answer may be a predetermined point (for example, 100 points) for one correct answer. Further, it is determined whether or not the P (point) exceeds a new unit (for example, 1000 points) based on the points acquired this time (step c15), and P (point) is determined by the unit. When the number exceeds the limit, the user machine is notified that the L (level) of the user has risen (step c16). To continue the training (step c 17), the process returns to step c 11, where the next problem determined by the user's L (level) is captured and sent to the user machine.

If it is determined in step c6 of FIG. 10 that the notification from the user is a notification to receive support, the process proceeds to the flow shown in FIG. 12, and a question is first received from the user machine (step c). 2 1), fetch the P (point) and L (level) of the user from the management DB 100 a and send it to the Sabo overnight machine with the question (step c 22). The consumed point is subtracted from the point in the user information of the user (step c23), and the result is notified to the user and Sabo overnight (step c24). In addition, a response is received from the Sapo overnight machine to Sabo overnight in response to the user's question, and the response is transmitted to the user machine. 2008514

17 pp c 2 5). The points to be subtracted by a question may be a predetermined point (for example, 100 points) for one question.

If the exchange between the user and Sabo continues, the process returns to step c21 to accept the next question. When the exchange is completed, the sabota machine is notified of the end (step c27).

Here, the P (point) and (level) of the user who is trying to introduce the product are imported from the management DB 100a (step d1), and the L (level) of the user is obtained from the product information DB 100b. The product information corresponding to the user is fetched and transmitted to the user machine of the user (step d2). As a result, products suitable for the user can be introduced. Here, when introducing the product to the user, if the P (point) of the user is accumulated, the user is also notified that there is a discount service in exchange for consumption of the point.

Although the flow is not shown here, when a user sends a Q & A request, the Q & A corresponding to the user's level is fetched from the Q & A DB 100c shown in Fig. 1 and the user's Sent to the user machine.

In this way, the level of the user is grasped here, and product introduction and Q & A are transmitted according to the user level.

Next, another specific embodiment will be described. The embodiment described with reference to FIG. 6 to FIG. 13 is an embodiment in which the proficiency level of each user is set to one level for each user. This is an embodiment of a type in which evaluation is performed separately for each field (each category) of a user machine (for example, for each of hardware, an operating system (OS), and each application program). -FIG. 14 is a diagram illustrating an example of the user information, and is a diagram corresponding to FIG. 6 of the above-described embodiment.

This user information is stored in the management database 100a shown in FIG. 1, and includes the telephone number, name, etc. of the user who operates the user machine 200. Information that identifies the user, the user ID, the remaining TP (total service points) that the user has acquired and has not yet used, and the fields (categories) of each user's user machine 200 and each Stores level L, which indicates the level of proficiency for each category, and PCs (service points) for each category.

FIG. 15 is a diagram showing an outline of the test collection DB 100 d shown in FIG. 1, and is a diagram corresponding to FIG. 7 of the above-described embodiment.

Here, each field (each category) C1, C2,… separately, for each level L1, L2, L3,…, and for each question of the first, second, third… Problem) and A (answer) are stored. Similar to the description of FIG. 7, the larger the value of the level L, the higher the level.

FIG. 16 and FIG. 17 are diagrams showing the operation flow of the user machine.

Here, the user ID is input to the user machine by a user operation (step e 1).

Here, when the input user ID is already registered as the user information of the management database 100a, the user is a member of the service system, and the process proceeds to step e5. If there is no user ID, the user is inquired whether to join this service system (step e 2). If the user performs an operation indicating that he does not intend to join, the user is informed. Then, the user is notified that the service is available only to members, and the process ends (step e3).

When the user intends to join, the user performs a membership registration procedure and obtains a user ID (step e4). At this time, the point P of the user is zero for any category, and the user's proficiency level is evaluated as the lowest L = 0 for any category.

In step e5, the user machine captures and displays the points P and levels L in each category of the user from the server machine, and in step e6, attempts to receive training or receive support. You will be asked if you want to do or exit.

If the user chooses to take the lesson, proceed to step e7, where the user selects the category of lesson the user is going to take, Four

The 19 selected categories are notified to the server machine, and the Q (problem) (see Fig. 7) corresponding to the user's current proficiency level L in the selected category is retrieved from the server machine and displayed (step e). 8) When the user inputs the answer to the Q (problem) (user answer UA), the server machine is notified of the UA (user answer) (step e9). The server machine receives the notification of the UA and evaluates whether or not the UA is correct for the Q (problem), as described later, and according to the evaluation, determines whether or not the user has the category. P (point) and (level) are updated. In the user machine, at step el 0, A (whether or not the answer was correct, and the correct answer when the answer is incorrect), P (point) and L (level) of the power category, and all the information about the user Import and display TP (total points), which is the sum of points in the category. In step e11, an inquiry is made as to whether or not to continue the training. If the training is further continued by selecting a user, the process returns to step e8, and the next Q (problem) is captured and displayed. Is done. To finish the lesson, go to step e6.

If the user selects to receive support in step e6, the process proceeds to step e21 of the flow shown in Fig. 17, and the user inputs which category the user wants to ask, and the question is asked. Category C is notified to the surveillance machine. In the next step e22, it is determined whether or not the user has reached a level at which the user can receive a sabot for the category C. Here, the SOK indicates the minimum level that can be supported by the user, defined by category.

If the user's level L of the category is lower than the category's support permission level S0K, proceed to step e23 to notify the user to learn the basics before asking a question because the level is low. As well as being informed that learning the basics often provides answers to the content you are seeking support for.

Next, the problem corresponding to the user's level L for the category is fetched from the server machine and displayed (step e24), and the user receives an input from the user. The server machine informs the server machine of the US (user answer) (step e25) and captures and displays the A (correct answer when the answer is incorrect), the point P and the level L of the category (step e). 26) Steps e23 to e26 are repeated while the level L of the category with the user remains at the level of L <S〇K.

In step e22, if it is determined that the user's level L of the category has reached the minimum level SOK at which the user can receive support for the category (L≥SOK), the user is allowed to return to Sabo overnight. The input of the question is permitted, and the process proceeds to step e27, where the question is input to the user machine by the user operation, and the input question is notified to the server machine. The server machine receives the notification and distributes the question to the sabota machine, and the user machine corresponds to the sabo operation for operating the allocated sabota machine (step e28). If the user's question has been resolved or the user has canceled further support (step e29), the server machine will be notified of the termination (step e30) and the current Capture and display the user's P (point) after consumption by support (step e31). Note that the remaining points of the category corresponding to the question are to be subtracted, and the points to be subtracted by the question may be predetermined points (for example, 100 points) for one question.

Here, in the operation flow of the user machine described with reference to FIGS. 16 and 17, in step e6 in FIG. 16, the user is allowed to freely select whether to receive training or receive support. However, in step e22 in Figure 17, training is forcibly applied when the level of support is not reached, but if the user chooses to receive support, the user's level will be Regardless of the level of the training, students may be trained first and then receive support after the training is completed. Alternatively, as in a modified example shown in FIG. 18 described below, a configuration may be adopted in which the user is encouraged to receive training but can receive support without receiving training.

FIG. 18 is a diagram showing a modified example of the operation flow of the user machine described with reference to FIGS. 16 and 17, which is different from FIGS. 16 and 17. If you choose to receive support in step e6 in Fig. 16, proceed to step f1 in Fig. 18 and receive points if you take training before receiving support. After notifying the user that the problem is often resolved and there is often no need to bother with Sabo, go to step f2 and re-train the user, or Ask them to receive support without receiving it. If you choose to take training at this point, you will proceed to step e7 in Figure 16; if you choose to still receive support, proceed to step e21 in Figure 17. At this time, basically, steps e22 to e26 are omitted, and the process proceeds directly to step e27 following step e21, but leaves steps e22 to e26 as well as SOK. The level may be set at a fairly low level, and users with too low a level below the SOK at the lower level may be forcibly trained.

FIG. 19 is a diagram illustrating an operation flow of the support overnight machine.

Here, a question from the user is received via the server machine (step gl), and the PCX (point) and L (level) of the category relating to the current question of the user are captured and displayed (step g2). ), And then respond to the user's question according to the operation of Sabo overnight (step g3). Here, in the evening of Sabo, the user will answer according to the level while watching the user's level.

FIG. 20 to FIG. 22 are diagrams showing the operation flow of the server machine.

Here, first, personal identification information of the user is received from the user (user machine) (step hi). Here, the telephone number and name of the user are received, and the management DB 100a is searched using the telephone number and name as keys.

It is determined whether or not user information having the telephone number and name exists in the management DB 100a (step h2), and if so, whether or not the user ID is further registered. Is determined (step h3).

If there is no user information with the telephone number or name in the management DB 100a, or if it does exist but the user ID is not registered, send the regular member registration form to the user machine And display it. Guidance is given (step h4).

If the user ID is already registered, the user is already a regular member of this service system, and from the management DB 100a, P (point) and L (level) in each category of the user ) To notify the user's user machine (step h5), receive a notification from the user machine to receive training or support, or receive a termination notification. If the notification is to receive support, the process proceeds to the training flow shown in Fig. 21. If the notification is to receive support, the process proceeds to the support flow shown in Fig. 22 (step h6).

If the notification indicates that the user is to receive training, the process proceeds to the flow shown in Fig. 21 and Qx (problem) corresponding to the user's level C of the category C is fetched from the test collection DB 100d. It is sent to the machine (step hi 1), waits for a UA (user answer) from the user machine, and determines whether the UA was the correct answer to the problem (step hi 2). Is notified to the user machine (step hi 3), and if the UA is correct, the user is notified that the PC Cx (point) of the category C x has been newly obtained. Then, the point stored in the user information (see FIG. 14) of the user in the management DB 100a is updated (step hi4). Further, it is determined whether or not the P (point) exceeds a new unit (for example, 1 000 points) (step hi5), and when the P (point) exceeds the unit, the user machine is notified to the user machine. Is notified that the L (level) of that category is up (step hi 6). Further, the difference obtained this time of the point PCx of the category Cx is added to the total point TP (step h17), and the total point TP is also notified to the user machine (step hi8). The points provided to the user by the correct answer may be predetermined points (for example, 100 points) for one correct answer.

To continue the training (step h 19), the process returns to step h 11, and the next question determined from the user's category C level L is taken in and sent to the user machine.

In step h6 in Figure 20, the notification from the user is a When it is determined that the answer is YES, the process proceeds to the flow shown in FIG. 22. First, a question is accepted from the user machine (step h21), and the user's total point TP and each category are received from the management DB 100a. Take another point PCX and the level L for each category, send it to the supporter machine along with the question (step h22), and find out the points consumed by this question in the user information of the user. Is subtracted from the point PC x of the category corresponding to (step h23), and the result is notified to the user and the sabo overnight (step h24). Also, the sabot for the question from the user is sent from the supporter machine. The response is received overnight and transmitted to the user machine (step h25). The points subtracted by a question may be a predetermined point (for example, 100 points) for one question.

When the exchange between the user and Sabo continues, the process returns to step h21 to accept the next question. When the exchange is completed, the supporter machine is notified of the end (step h27). If the remaining points corresponding to the question category of the user are less than the points to be consumed by the next question, a message indicating that the question of the category cannot be received may be transmitted to the user machine. In addition, if the total points exceed the points to be subtracted, the remaining points of the category may be set as the subtraction targets, and the remaining points of other categories may be set as the subtraction points. (Other categories may be selected by the user, or the user machine may determine them in a predetermined order.)

Here, the total point TP of the user who is trying to introduce the product and the level L of each category are taken from the management DB 100a (step dl), and the user's information is obtained from the product information DB 100. The product information corresponding to each category according to the level L for each category is fetched and transmitted to the user machine of the user (step i2). As a result, it is possible to introduce products that have passed through the level of each category of the user.

Here, when introducing a product to the user, if the user's total point TP is accumulated, the total point is consumed in exchange for consumption. It is also notified that there is a pull service.

Also, as in the above-described embodiment, the flow is not shown here, but when a Q & A transmission request is received from a user, the Q & ADB 100c shown in FIG. The Q & A of each category according to the level of the power category is captured and transmitted to the user machine of the user.

In this way, the user level is grasped for each category here, and product introduction and Q & A transmission according to the user level are performed.

In the above embodiment, the category of the support target is not particularly mentioned, but the hardware of the user machine may be supported, and software operating on the user machine may be supported. All of the software may be supported, and some of them may be supported (for example, only the magneto-optical disk device when the user machine is equipped with a magneto-optical disk device, or operation on the user machine) Specific application program only).

In the above embodiment, the server machine 100 operating as the user sabot management apparatus according to the present invention supports the user machine 200 connected via a communication line. However, user machines that are not connected by a communication line may be supported, for example, by acquiring the user's proficiency level via portable media (eg, flexible disk, CD-RZRW, etc.).

Claims

The scope of the claims

1. A user information acquisition unit that acquires a user's skill level regarding a sabot object, and a user information storage unit that stores the skill level acquired by the user information acquisition unit in association with the user. User support management device.

2. The user support according to claim 1, wherein the user information acquisition unit acquires a proficiency level evaluated based on a result of a user having received training on a sabot object. Management device.

3. The user information acquisition unit acquires the user's skill level by receiving the training result of the training on the support target received by the user and evaluating the user's skill level based on the learning result. The user support management device according to claim 1, wherein the user support management device is a device.

4. The user information acquisition unit transmits a training material related to a support target to a sabot object used by a user, and receives a result of a training attended by the user based on the training material. The user support management device according to claim 3,

5. The user information acquisition unit transmits both the training material for the support target and an evaluation method for evaluating the learning result of the training based on the training material to obtain the proficiency level to the sabot object, 2. The user support management device according to claim 1, wherein the user's proficiency level determined for the support target is received based on a result of the user taking a lesson based on the training material. .

6. The user information acquisition unit acquires a skill level for each field to be supported, and the user information storage unit associates the skill level for each field acquired by the user information acquisition unit with the user. 2. The user sabot management device according to claim 1, wherein the user sabot management device is stored.

7. The user information acquisition unit associates the acquired skill level with the user and stores the acquired skill level in the user information storage unit, acquires the acquired point of the user, and acquires the current point of the user at the remaining points of the user. To the user The user information storage unit stores the point consumption information, and stores the point consumption information, and stores the point consumption information in the user information storage unit. 2. The user support management apparatus according to claim 1, wherein the points are updated to points obtained by subtracting the consumed points.

8. The user support management device according to claim 7, wherein the user information acquisition unit is configured to acquire a point acquired based on a result of a user having received a training on a sabot object.

9. The user information acquisition unit acquires the acquisition point of the user by receiving the training result of the training on the support target received by the user and calculating the acquisition point of the user based on the learning result. 8. The user sabot management device according to claim 7, wherein:

10. The user information acquisition unit transmits a training material related to the support target to the support target, and receives a training result based on the training material by the user of the sabot. 10. The user support management device according to claim 9, wherein:

11. The user information acquisition unit transmits to the support target both a training material for the support target and a calculation method for calculating an acquired point based on the result of the training based on the training material, and 8. The method according to claim 7, wherein the user receives an acquisition point of the user calculated on the sabot object based on a learning result of the training based on the training material by the supported user. User support management device.

12. The user sabot management apparatus according to claim 1, further comprising an information providing unit for providing information according to a learning level of the user to be supported toward the support target. .

1 3. Receiving the support request from the user and acknowledging that the support request has been received toward the sabo machine operated by the supporter who provides user support, and learning the user who made the sabot request. 2. The user support management device according to claim 1, further comprising a support request receiving unit that notifies the user with the level information.

14. The support request receiving unit is configured to receive a support request from a user only when the user's proficiency level is equal to or higher than a predetermined proficiency level. The user sabot management device according to the above.

15. The support request receiving unit recommends the user to attend training when a support request is received from a user, and receives the sabot request when a support request is still received from the user. 14. The user support management device according to claim 13, wherein:

16. A user sabot management program that is executed in an information processing apparatus that executes a program and operates the information processing apparatus as a user support management apparatus.

A user sabot comprising: a user information acquisition unit for acquiring a user's skill level relating to a sabot object; and a user information storage unit for storing the skill level acquired by the user information acquisition unit in association with the user. A user support management program that operates as a management device. .

17. The user support management program according to claim 16, wherein the user information acquisition unit acquires a mastery level evaluated based on a result of the user receiving the training on the support target. 17. .

18. The user information acquisition unit acquires a learning level of the user by receiving a learning result of the training concerning the support target received by the user and evaluating the learning level of the user based on the learning result. 17. The user support management program according to claim 16, wherein:

1 9. The user information acquisition unit transmits the training material related to the support target to the support target used by the user, and receives the result of the training by the supported user based on the training material. 19. The user support management program according to claim 18, wherein:

20. The user information acquisition unit includes both a training material for a support target and an evaluation method for evaluating a learning result based on the training material and for obtaining a proficiency level, This is transmitted to the support subject, and receives the user's proficiency level determined for the sabot subject based on the learning result of the user based on the training material by the sabot subject. 17. The user support management program according to claim 16, wherein:

21. The user information acquisition unit acquires a skill level for each field to be supported, and the user information storage unit provides the user with the skill level for each field acquired by the user information acquisition unit. 17. The user support management program according to claim 16, wherein the program is stored in association with the user support management program.

22. The user information acquisition unit associates the acquired learning level with the user and stores the acquired learning level in the user information storage unit, acquires the user's acquisition point, and assigns the user's remaining point to the remaining point. The acquired points of the user acquired this time are added and stored in the user information storage unit in association with the user. The user information acquisition unit further stores point consumption information. 17. The method according to claim 16, wherein the acquired points are stored in the user information storage unit, and the points of the user who consumed the points are updated to the points obtained by subtracting the consumed points. The user support management program described.

23. The user support management program according to claim 22, wherein the user information acquisition unit acquires a point acquired based on a result of a user having received training on a sabot object.

24. The user information acquisition unit acquires the user's acquisition point by receiving the learning result of the training on the sabot object received by the user and calculating the user's acquisition point based on the learning result. 23. The user support management program according to claim 22, wherein

25. The user information acquisition unit transmits a training material related to a support target to the support target, and receives a result of a training based on the training material by the supported user. The user support management program described in Section 24.

26. The user information acquisition unit includes both a training material for a support target and a calculation method for calculating an acquired point based on a result of learning of the training based on the training material. To the support target, and receiving the user's acquisition points calculated for the support target based on the result of the training of the support target user based on the training material. 22. The user support management program according to claim 22.

27. The information processing apparatus is further operated as a user sabot management apparatus including an information providing unit for providing information corresponding to the level of learning of the supported user to the supported object. 17. The user sabot management program according to claim 16, wherein

28. The information processing apparatus further receives a support request from a user, and in response to the reception of the support request, directs the information processing apparatus to a sabo overnight machine operated by a supporter who provides user support. 17. The user support management program according to claim 16, wherein the user support management program is operated as a user sabot management device including a sabot request receiving unit for notifying the user with the information of the user's skill level.

29. The support request receiving unit, which receives a support request from a user only when the user's proficiency level is equal to or higher than a predetermined proficiency level. 28. User sabot management program described in 8.

30. The support request receiving unit recommends the user to attend training when a support request is received from a user, and receives the support request when a support request is still received from the user. 29. The user support management program according to claim 28, wherein:

31. The user support management device according to claim 1, wherein the user support management device is connected to a communication line, and manages a support target connected via the communication line.

32. The information management apparatus is connected to a communication line, and operates the information processing apparatus to manage a support target connected to the information processing apparatus via the communication line. 17. The user support management program according to claim 16.