Classifications

• • G—PHYSICS
  • G06—COMPUTING OR CALCULATING; COUNTING
  • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
  • G06Q10/00—Administration; Management
  • G06Q10/20—Administration of product repair or maintenance

Definitions

• This disclosed technology relates to information processing technology that processes information related to devices.
• Patent Document 1 there is a technology in which a device transmits information over a network to process information about the device and help deal with malfunctions that occur in the device.
• Patent Document 1 has a problem in that it cannot support responses to inquiries from users.
• the present disclosure aims to solve the above problem and provide support for responding to inquiries from users.
• the information processing device of the present disclosure includes: a control unit that performs processing to input inquiry information based on an inquiry from an equipment user into a prediction model that makes predictions regarding equipment failures; a failure information acquisition unit that acquires first information, which is a prediction result regarding a failure of an equipment, output from the prediction model;
• the present invention is characterized by comprising:
• This disclosure has the effect of providing support for responding to inquiries from device users.
• FIG. 1 is a diagram illustrating an example of a basic configuration of an information processing device 100 according to a first embodiment of the present disclosure.
• FIG. 2 is a diagram illustrating a configuration example of an information processing system 1 (1A) including an information processing device 100A according to the first embodiment of the present disclosure.
• FIG. 3 is a sequence diagram illustrating an example of processing of the information processing system 1 (1A) including the information processing device 100A according to the first embodiment of the present disclosure.
• FIG. 4 is a diagram illustrating an example configuration of an information processing system 1B including an information processing device 100B according to the second embodiment of the present disclosure.
• FIG. 5 is a sequence diagram illustrating an example of processing of an information processing system 1B including an information processing device 100 (100B) according to the second embodiment of the present disclosure.
• FIG. 1 is a diagram illustrating an example of a basic configuration of an information processing device 100 according to a first embodiment of the present disclosure.
• FIG. 2 is a diagram illustrating a configuration example of an information processing system 1 (1
• FIG. 6 is a diagram illustrating a configuration example of an information processing system 1 (1C) including an information processing device 100 (100C) according to the third embodiment of the present disclosure.
• FIG. 7 is a sequence diagram illustrating an example of processing of the information processing system 1 (1C) including the information processing device 100 (100C) according to the third embodiment of the present disclosure.
• FIG. 8 is a diagram illustrating a configuration example of an information processing system 1 (1D) including an information processing device 100 (100D) according to the fourth embodiment of the present disclosure.
• FIG. 9 is a sequence diagram illustrating an example of processing of the information processing system 1 (1D) including the information processing device 100 (100D) according to the fourth embodiment of the present disclosure.
• FIG. 7 is a sequence diagram illustrating an example of processing of the information processing system 1 (1C) including the information processing device 100 (100C) according to the third embodiment of the present disclosure.
• FIG. 8 is a diagram illustrating a configuration example of an information processing system 1 (1D) including an information processing device 100 (100D
• FIG. 10 is a diagram showing an example of the on-site support information output by the information processing device 100 (100D) displayed on the responder terminal.
• FIG. 11 is a diagram illustrating a configuration example of an information processing system 1 (1E) including an information processing device 100 (100E) according to a fifth embodiment of the present disclosure.
• FIG. 12 is a sequence diagram illustrating an example of processing of the information processing system 1 (1E) including the information processing device 100 (100E) according to the fifth embodiment of the present disclosure.
• FIG. 13 is a diagram illustrating a configuration example of an information processing system 1 (1F) including an information processing device 100 (100F) according to the sixth embodiment of the present disclosure.
• FIG. 11 is a diagram illustrating a configuration example of an information processing system 1 (1E) including an information processing device 100 (100E) according to a fifth embodiment of the present disclosure.
• FIG. 12 is a sequence diagram illustrating an example of processing of the information processing system 1 (1E) including the information processing device 100 (100E) according to the fifth embodiment
• FIG. 14 is a flowchart showing an example of processing by the information processing device 100 (100F) according to the sixth embodiment of the present disclosure.
• FIG. 15 is a diagram illustrating a configuration example of an information processing system 1 (1G) including an information processing device 100 (100G) according to the seventh embodiment of the present disclosure.
• FIG. 16 is a flowchart showing an example of processing by the information processing device 100 (100G) according to the seventh embodiment of the present disclosure.
• FIG. 17 is a diagram illustrating an example of information used for learning a prediction model in the information processing device of the present disclosure.
• FIG. 18 is a diagram illustrating a first example of a hardware configuration for realizing the functions according to the configuration of the present disclosure.
• FIG. 19 is a diagram illustrating a second example of a hardware configuration for realizing the functions according to the configuration of the present disclosure.
• Embodiment 1 a basic form of the present disclosure will be described.
• the information processing device of the present disclosure inputs inquiry information based on an inquiry from an external device user to a prediction model, and outputs information related to a device failure according to the prediction model.
• the "device” is not particularly limited as long as it is a device that can malfunction, but examples include devices in categories such as kitchen appliances, household appliances, air conditioners, housing equipment, video equipment, and car products. Specific examples of devices will be given for each of the above categories. Specific examples of kitchen appliances include refrigerators, rice cookers, bread ovens, range grills (microwave ovens), kitchen dryers, induction heating (IH) cooking heaters, and built-in dishwashers.
• Specific examples of household appliances include vacuum cleaners, futon dryers, washing machines, and dry cell batteries.
• Specific examples of air conditioners and air conditioning equipment include room air conditioners, residential air conditioners, ventilation fans and ventilation air purifiers, dehumidifiers, personal humidifiers, electric fans, and air purifiers.
• Specific examples of home appliances include home air conditioners, HEMS (Home Energy Management System) related equipment, solar power generation system related equipment, EV power conditioners, induction cooking heaters, built-in dishwashers, Mitsubishi EcoCute water heaters, electric water heaters, heat pump hot and cold water systems, ventilation fans/ventilation air purifiers, lighting fixtures, LED light bulbs, and home elevators.
• HEMS Home Energy Management System
• video devices include LCD televisions, projectors, Blu-ray disc recorders, DVD recorders, and displays.
• Car products include car electronics product information, car navigation system related equipment, ETC 2.0 onboard units, ETC onboard units, drive recorders, car audio, and car speakers.
• the "equipment” is not particularly limited as long as it is equipment that may malfunction, but examples include equipment related to categories such as elevators and escalators, building management systems, building security systems, ZEBs (Net Zero Energy Buildings), smart city building solutions, power distribution systems, uninterruptible power supplies, low-voltage power distribution control equipment, power management equipment, transformers and advanced capacitor equipment, high-voltage power distribution control equipment, parking systems, air conditioning, ventilation and sanitary equipment, low-temperature equipment, heat pump water heaters, industrial refrigeration, lighting fixtures and lamps, and solar power generation systems.
• the "device” may be, for example, a manufacturing-related device used in manufacturing the device.
• the "device user” is a user of the device.
• the device user may be a user who makes an inquiry when a problem occurs with the device, and may include the owner, administrator, or user of the device.
• the term "inquiry” refers to an inquiry from a device user regarding a device.
• the form of the inquiry may include, for example, an inquiry made by voice call over the telephone, an inquiry made by voice input, or an inquiry made using a form on a website.
• "Inquiry information” is information indicating the content of an inquiry.
• the inquiry information is information expressed in a form that can be input to a prediction model to obtain an output.
• the form of the inquiry information may be any form as long as it does not interfere with the contents of the present disclosure, but the following form examples are possible.
• the inquiry information is in the form of text data in which the content of an inquiry about a device has been converted into text, for example.
• the inquiry information may be information in which the voice of the inquiry has been converted into text directly, information that has been converted into text through a human being, or information in which content in natural language that may be a cause of a device failure has been vectorized and directional information has been added.
• the inquiry information may be, for example, voice information itself.
• the inquiry information is voice information itself, for example, the information processing device converts the voice information into text or further vectors before inputting the voice information into the prediction model.
• the inquiry information includes information such as the contact information of the device user involved in the inquiry and the address of the site where the device is installed.
• a "prediction model” is a model that is constructed through learning to take information about equipment as input and output information about equipment failures.
• the predictive model may be, for example, a conversational generative AI that takes colloquial inquiry information as input and outputs colloquial information about equipment failures.
• the predictive model may be a conversational generative AI that takes non-colloquial inquiry information as input, such as when features are input as information about equipment, and outputs colloquial information about equipment failures.
• the prediction model may be a pre-constructed model, or may be a model that is constructed through further learning using the prediction results.
• the "information about equipment failure” is the result of a prediction made by a prediction model.
• the information about equipment failure includes one or a combination of information such as the failed part, the failed location, the cause of the malfunction, or the work performed.
• a failed component includes a component that is predicted to be failed or a component that has actually failed.
• FIG. 1 is a diagram illustrating an example of a basic configuration of an information processing device 100 according to a first embodiment of the present disclosure.
• the information processing device 100 shown in FIG. 1 includes a control unit 110 and a failure information acquisition unit 120 .
• the control unit 110 inputs the inquiry information into the prediction model. Specifically, the control unit 110 performs processing to input inquiry information based on an inquiry from an equipment user into a prediction model that makes predictions regarding equipment failures.
• the failure information acquisition unit 120 acquires information (first information) relating to the failure of the device output by the prediction model. Specifically, the failure information acquisition unit 120 acquires first information, which is a prediction result regarding a failure of the device, output from the prediction model, and outputs the acquired first information.
• the information processing device 100 also includes an overall control unit (not shown), a storage unit (not shown), and a communication unit (not shown).
• An overall control unit (not shown) controls the entire information processing device 100 and each of its components.
• the overall control unit (not shown) starts up the information processing device 100 in accordance with, for example, an external command.
• the overall control unit (not shown) also starts processing by the information processing device 100 upon receiving information from the outside.
• a storage unit (not shown) stores each piece of data used by the information processing device 100.
• the storage unit (not shown) stores, for example, information received by the information processing device 100.
• the storage unit stores, for example, output (output data) from each component in the information processing device 100, and allows the component that originated the request to refer to the data requested by each component. Alternatively, the storage unit (not shown) outputs the data requested by each component to the component that originated the request.
• the communication unit communicates with an external device. For example, communication is performed between the information processing device 100 (100A) and a peripheral device (e.g., a first terminal, a second terminal, and a prediction model unit (prediction model device) described below). For example, when the information processing device 100 and the peripheral device are not connected by wire, the communication unit (not shown) has a function of communicating between the information processing device 100 and the peripheral device.
• the communication unit may be integrated with the communication unit 150 (150C, 150D, 150E, 150F, 150G) in the embodiment described below.
• the general control unit (not shown), the storage unit (not shown), and the communication unit (not shown) are the same in the embodiments described below.
• the processing of the information processing device 100 will be described later as the processing of an information processing device implemented in the following information processing system.
• FIG. 2 is a diagram illustrating a configuration example of an information processing system 1 (1A) including an information processing device 100 (100A) according to the first embodiment of the present disclosure.
• the information processing system 1A shown in FIG. 2 includes a first terminal 10 (10A), a second terminal 20 (20A), an information processing device 100A, and a prediction model unit 200 (200A).
• the information processing device 100A is connected to each of the first terminal 10A, the second terminal 20A, and the prediction model unit 200A so as to be able to communicate with each other, either constantly or temporarily.
• the first terminal 10A is a terminal that receives information indicating the content of an inquiry and outputs the inquiry information.
• the first terminal 10A is a terminal of the inquiry receiver.
• the inquiry receiver is a person in charge of receiving inquiries from device users, such as a call center staff member.
• the first terminal 10A is a terminal that outputs inquiry information when it receives a voice inquiry from a device user, for example.
• the first terminal 10A is a terminal that outputs inquiry information when it receives an inquiry from a device user via a web form, for example.
• the first terminal 10A is not limited to a dedicated terminal, and may be configured to operate as an application on a general terminal device.
• the second terminal 20A is a terminal of a responder who responds to the equipment at the site where the equipment is located.
• a responder responding to an equipment location includes, but is not limited to, a responder traveling to the equipment location.
• a responder who goes to the site where the equipment is located to handle the equipment includes, but is not limited to, a responder who is currently handling the equipment.
• a responder who goes to the site where the equipment is located to handle the equipment can also be referred to as an on-site responder, in the sense of a responder who should handle the equipment at the site.
• the second terminal 20A is not limited to a dedicated terminal, and may be configured to operate as an application on a general terminal device.
• the prediction model unit 200A When the prediction model unit 200A receives the inquiry information, it outputs information (first information) related to the equipment failure.
• the prediction model unit 200A includes a prediction model 210 (210A).
• the prediction model 210A is a model that is trained and constructed so as to receive inquiry information as input and output information relating to equipment failures.
• the prediction model 210A receives inquiry information from the information processing device 100A, it outputs first information that is a prediction result regarding a device failure.
• the information processing device 100A uses the inquiry information to obtain a prediction result regarding a device failure.
• the information processing device 100A shown in FIG. 2 includes a control unit 110 (110A) and a fault information acquisition unit 120 (120A).
• the information processing device 100A may have the same configuration as the information processing device 100 described above, or may have additional components (not shown).
• the control unit 110A performs processing to input inquiry information based on an inquiry from an equipment user into a prediction model that makes predictions regarding equipment failures.
• the inquiry information includes, for example, one or more types of information such as symptoms of the device, performance of the device, seasonal information, regional information, location information, or years of use.
• “Device symptoms” is information indicating the state of the device, such as heat generation, error codes, flashing alarm lights (LEDs), and changes in appearance.
• “Device performance” is information about the device performance, and indicates, for example, the model (high-end, mid-range), category (large, small), displacement, and other performance information.
• “Seasonal information” is information about the four seasons, such as summer and winter, and information about months, such as January, February, March, etc. This information takes into account the fact that in equipment such as an air conditioner, different parts are overworked during heating and cooling. For example, if the information indicates summer, a prediction result can be output that takes into account factors such as a gas leak in the compressor or the likelihood of circuit board failure. Also, a prediction result can be output that takes into account factors such as the likelihood of electronic circuit board failure in winter. Furthermore, a prediction result can be output that takes into account factors such as dust accumulation throughout the year from March to April or a broken air filter.
• the "information relating to regional characteristics” may be such that prediction results are output taking into consideration, for example, that the failure is specific to coastal areas or that the failure is specific to cold regions.
• the "information regarding placement” can be configured to output a prediction result that takes into consideration, for example, the south orientation, the spacing between outdoor units, and so on. "Years of use” allows the output of prediction results that take into account the number of years that have passed since the start of use.
• the failure information acquisition unit 120A acquires first information, which is the prediction result regarding equipment failure output from the prediction model.
• the information processing device in the description is basically assumed to be in the form of a server device
• the information processing device of the present disclosure may also be in the form of a server device, or in the form of a device included in a first terminal, or in the form of a device included in a second terminal.
• some of the functions of the information processing device of the present disclosure may be distributed and included in the form of a server device, a first terminal, or a second terminal.
• FIG. 3 is a sequence diagram illustrating an example of processing of the information processing system 1 (1A) including the information processing device 100A according to the first embodiment of the present disclosure.
• the process shown in Fig. 3 includes an information processing method by an information processing device. For example, by causing a computer to execute the information processing method included in Fig. 3 using a program, the computer can function as an information processing device.
• the information processing system 1A shown in Figure 2 starts the process shown in Figure 3 (step ST1000) when the inquiry recipient who receives the voice call from the equipment user operates the first terminal 10A.
• the information processing system 1A shown in FIG. 2 starts the process shown in FIG. 3 (step ST1000) when the first terminal 10A accepts the contents of the inquiry.
• the information processing system 1A executes an inquiry reception process (step ST1100).
• the first terminal 10A in the information processing system 1A receives an operation from the inquiry receiver and acquires information indicating the content of the inquiry.
• the information processing system 1A then executes a process of requesting a responder (step ST1110) and a process of outputting inquiry information (step ST1120).
• the first terminal 10A of the information processing system 1A outputs information requesting on-site response to the second terminal 20A.
• the first terminal 10A accepts a request for a responder to go to the site where the equipment related to the inquiry is located and respond to the equipment, based on an operation by the inquiry receiver.
• the first terminal 10A sends the request for dispatch to the second terminal 20A.
• the first terminal 10A of the information processing system 1A acquires inquiry information indicating the content of the inquiry based on an operation by the inquiry recipient, and outputs the inquiry information to the information processing device 100A.
• the information processing device 100A that has received the inquiry information or another terminal may request the second terminal 20A to respond.
• the information processing system 1A executes a process of making a request to a responder (step ST1110), and then executes a request reception process (step ST1200).
• the request reception process the second terminal 20A of the information processing system 1A receives a dispatch request.
• the second terminal 20A executes a request notification process (step ST1210).
• the request notification process the second terminal 20A uses text, images, or audio to notify the responder who will respond to the device that a dispatch request has been made.
• the information processing system 1A executes an inquiry information acquisition process (step ST1300).
• the information processing device 100A of the information processing system 1A receives inquiry information from the first terminal 10A.
• the information processing device 100A receives inquiry information indicating the status of a device, for example, related to a malfunction of the device, from the first terminal 10A.
• the information processing system 1A executes a prediction process (step ST1400).
• the information processing device 100A of the information processing system 1A inputs query information to the prediction model 210A and obtains the prediction result output from the prediction model 210A.
• the information processing device 100A obtains information about equipment failures as the prediction results. Specifically, for example, the information processing device 100A obtains information about parts of the equipment that are thought to have failed.
• the information processing system 1A executes a first information output process (step ST1430).
• information processing device 100A of information processing system 1A outputs first information as a prediction result to second terminal 20A.
• the information processing system 1A then executes the first information acquisition process (step ST1510).
• first information acquisition process second terminal 20A of information processing system 1A acquires the first information output by information processing device 100A.
• the information processing system 1A then executes the first information presentation process (step ST1511).
• the second terminal 20A of the information processing system 1A presents the acquired first information in the form of text, images, or audio.
• the second terminal 20A presents candidate parts that are thought to be broken in the device together with the model numbers of the parts.
• the information processing system 1A then terminates the processing shown in FIG. 3 (step ST1000).
• 3 is an information processing method by an information processing device.
• the computer can function as an information processing device. 1 and 2, when it receives information from an external device, it starts the process shown in Fig. 5. Specifically, when it receives inquiry information from a first terminal, it starts the process.
• the information processing device 100 and the information processing device 100A have substantially the same configuration and perform substantially the same process, except that the information processing device 100 is a stand-alone device and the information processing device 100A is a device incorporated into the information processing system 1A. Therefore, the process will be described below assuming that it is the information processing device 100A.
• the information processing device 100A executes an inquiry information input process (step ST1410).
• the control unit 110A of the information processing device 100A inputs inquiry information based on an inquiry from an equipment user to a prediction model 210A that makes predictions regarding equipment failures.
• the information processing device 100A executes a malfunction information acquisition process (first information acquisition process) (step ST1420).
• the failure information acquisition process the failure information acquisition unit 120A of the information processing device 100A acquires first information, which is a prediction result regarding a device failure output from the prediction model 210A.
• the malfunction information acquisition unit 120A outputs the acquired first information to, for example, the second terminal.
• the information processing device 100A then ends the process.
• this embodiment make it possible to provide support for dealing with malfunctions occurring in devices with greater accuracy than ever before. Furthermore, even if the device is not connected to a network and information regarding abnormalities in the device cannot be obtained, it will be possible to provide more accurate support than before in responding to malfunctions that occur in the device. In addition, phenomena that have not been previously categorized can be used as features in inquiries, making it possible to provide more accurate support than ever before in responding to malfunctions that occur in equipment. As a result, for example, a faulty part can be inferred with high accuracy, which makes it possible to reduce the number of times that responders are dispatched to the site where the equipment is located to troubleshoot the equipment.
• This embodiment shows an example of the following configuration.
• a control unit that performs processing to input inquiry information based on an inquiry from an equipment user into a prediction model that makes predictions regarding equipment failures;
• a failure information acquisition unit that acquires first information, which is a prediction result regarding a failure of an equipment, output from the prediction model; Equipped with 1.
• An information processing device comprising: As a result, the present disclosure has an effect of providing an information processing device that can support responses to inquiries from device users.
• This embodiment shows an example of the following configuration.
• An information processing method by an information processing device a control unit of the information processing device performs a process of inputting inquiry information based on an inquiry from an equipment user into a prediction model that makes a prediction regarding equipment failure; a failure information acquisition unit of the information processing device acquires first information, which is a prediction result regarding a failure of the device, output from the prediction model;
• An information processing method comprising: As a result, the present disclosure has an effect of providing an information processing method that makes it possible to support responses to inquiries from device users.
• This embodiment shows an example of the following configuration.
• On the computer A process of inputting inquiry information based on an inquiry from an equipment user into a prediction model that makes a prediction regarding equipment failure; and a program for executing a process of acquiring first information, which is a prediction result regarding equipment failure output from the prediction model.
• the present disclosure has an effect of providing a program that enables assistance in responding to inquiries from device users.
• Embodiment 2 In the above-described first embodiment, an example of a configuration has been described in which information regarding a device failure is acquired using inquiry information based on an inquiry from a device user.
• a more detailed configuration example of the configuration according to the first embodiment will be described. More specifically, in the second embodiment, a configuration example will be described in which information about a device failure is acquired using inquiry supplement information that supplements the content of an inquiry.
• those components that are similar to the components of the first embodiment already described are given the same names and similar symbols (with some modifications), and duplicate explanations are omitted as appropriate.
• FIG. 4 is a diagram illustrating a configuration example of an information processing system 1B including an information processing device 100 (100B) according to the second embodiment of the present disclosure.
• the information processing system 1 (1B) shown in Figure 4 is composed of a first terminal (terminal of the person accepting the inquiry) 10 (10B), a second terminal (terminal of the person responding to the equipment at the site where the equipment is located) 20 (20B), an information processing device 100B, and a prediction model unit 200 (200B).
• the first terminal 10B is a terminal that receives information indicating the content of an inquiry and outputs the inquiry information.
• the first terminal 10B is a terminal of the inquiry receiver.
• the inquiry receiver is a person in charge of receiving inquiries from device users, such as a call center staff member.
• the first terminal 10B is a terminal that outputs inquiry information when it receives a voice inquiry from a device user, for example.
• the first terminal 10B is a terminal that outputs inquiry information when it receives an inquiry from a device user via a web form, for example.
• the first terminal 10B is also a terminal that can receive inquiry supplement information that supplements the content of an inquiry and output the inquiry supplement information.
• the first terminal 10B when the information indicating the content of the received inquiry includes the supplemental inquiry information, the first terminal 10B outputs the supplemental inquiry information in the form included in the inquiry information. That is, in this case, the inquiry information is information including, for example, the symptoms of the device, the performance of the device, and further the supplemental inquiry information.
• the first terminal 10B When the information indicating the content of the received inquiry does not include the inquiry supplement information, the first terminal 10B outputs the inquiry information without the inquiry supplement information. In this case, the first terminal 10B can acquire the inquiry supplement information separately from the inquiry information, for example, by accepting an input operation by the inquiry recipient, and output the inquiry supplement information.
• the first terminal 10B is not limited to a dedicated terminal, and may be configured to operate as an application on a general terminal device.
• the second terminal 20B is a terminal of a responder who responds to the equipment at the site where the equipment is located.
• the second terminal 20B receives and acquires the first information as the prediction result output from the information processing device 100B.
• a responder responding to an equipment location includes, but is not limited to, a responder traveling to the equipment location.
• a responder who goes to the site where the equipment is located to handle the equipment includes, but is not limited to, a responder who is currently handling the equipment.
• a responder who goes to the site where the equipment is located to handle the equipment can also be referred to as an on-site responder, in the sense of a responder who should handle the equipment at the site.
• the second terminal 20B is not limited to a dedicated terminal, and may be configured to operate as an application on a general terminal device.
• the prediction model unit 200B When the prediction model unit 200B receives the inquiry information, or the inquiry information and the inquiry supplemental information, it outputs information (first information) relating to the equipment failure.
• the prediction model unit 200B can also accept only the supplemental inquiry information, and when it does, it takes the supplemental inquiry information as input and outputs information (first information) relating to the equipment failure.
• the prediction model unit 200B shown in FIG. 4 includes a prediction model 210 (210B).
• the prediction model 210B is a model that is trained and constructed so as to receive as input inquiry information, inquiry information and inquiry supplemental information, or inquiry supplemental information, and output information related to equipment failures.
• the prediction model 210B receives either the inquiry information, the inquiry information and the inquiry supplement information, or the inquiry supplement information from the control unit 110B of the information processing device 100B, it outputs first information as a prediction result regarding a device failure.
• the information processing device 100B shown in FIG. 4 is configured to include an inquiry information acquisition unit 130 (130B), a supplemental information acquisition unit 140 (140B), a control unit 110 (110B), and a failure information acquisition unit 120 (120B).
• the inquiry information acquisition unit 130B acquires inquiry information. For example, in a system that accepts inquiries via telephone, if the inquiry is made via a voice call from an equipment user, the inquiry information acquisition unit 130B acquires the inquiry information via the first terminal 10B, which is the terminal of the inquiry recipient that makes the voice call with the equipment user.
• the inquiry information is text data obtained by converting the contents of an inquiry from a device user into text.
• the inquiry information includes information indicating the symptoms of the device. Alternatively, the inquiry information includes information indicating the performance of the device.
• the first terminal 10B further adds contact information of the responder (the person heading to the scene) to the inquiry information.
• the supplemental information acquisition unit 140B acquires inquiry supplemental information, which is information that supplements an inquiry.
• the "inquiry supplemental information” is information that supplements the content of the inquiry indicated in the inquiry information.
• the inquiry supplemental information includes at least one of the age of the device, information about the season, and information about the area.
• the inquiry supplemental information may or may not be included in the inquiry information.
• the supplemental information acquisition unit 140B is configured to be able to acquire the inquiry supplemental information in either case.
• the supplemental information acquisition unit 140B acquires the inquiry information, for example, from the first terminal 10B, and if it determines that the inquiry supplemental information (for example, the number of years the device has been in use, seasonal information, or regional information) is included in the inquiry information, it acquires the inquiry supplemental information by extracting the inquiry supplemental information from the inquiry information. If the inquiry information does not include the supplemental inquiry information, the supplemental information acquisition unit 140B can acquire the supplemental inquiry information from the first terminal 10B or from a terminal other than the first terminal 10B. For example, the supplemental information acquisition unit 140B acquires the supplemental inquiry information output from the first terminal 10B separately from the inquiry information.
• the inquiry supplemental information for example, the number of years the device has been in use, seasonal information, or regional information
• the supplemental information acquisition unit 140B acquires the inquiry information from the first terminal 10B, it acquires the supplemental inquiry information by referring to an internal or external information source (not shown). Specifically, for example, when the inquiry information is acquired, the supplemental information acquisition unit 140B acquires the current date and acquires information about the season from the current date as the supplemental inquiry information.
• control unit 110B performs processing to input inquiry information based on an inquiry from an equipment user into a prediction model that makes predictions regarding equipment failures.
• the control unit 110B also performs processing to input the inquiry supplemental information together with the inquiry information into a prediction model 210B that makes predictions regarding equipment failures.
• the control unit 110B acquires the inquiry information output by the inquiry information acquisition unit 130B and acquires the inquiry supplemental information output by the supplemental information acquisition unit 140B.
• the control unit 110B performs processing to input the inquiry information and the inquiry supplemental information to the prediction model unit 200B.
• the control unit 110B also notifies the failure information acquisition unit 120B of the contact information (second terminal) of the person in charge included in the inquiry information.
• the control unit 110B may also perform processing to input only the inquiry supplemental information into a prediction model 210B that makes predictions regarding equipment failures.
• the failure information acquisition unit 120B acquires first information, which is a prediction result regarding a failure of an equipment, output from the prediction model 210, in the same manner as the failure information acquisition units 120 and 120A already described.
• the fault information acquisition unit 120B outputs the first information to the second terminal 20B via a communication unit not shown or a communication unit in the embodiment described below, in accordance with the contact information of the responder (second terminal) included in the inquiry information or an instruction from the first terminal 10B.
• the information processing device 100B shown in Figure 4 shows an example of a configuration that includes all of the components described in embodiment 1, it may be configured not to include the components of the embodiments described so far, as long as the functions added in this embodiment can be realized. Alternatively, it may be configured to include some of the components of the embodiments described so far, but not include some other components.
• FIG. 5 is a sequence diagram illustrating an example of processing of an information processing system 1B including an information processing device 100 (100B) according to the second embodiment of the present disclosure.
• the process shown in Fig. 5 includes an information processing method by an information processing device. For example, by causing a computer to execute the information processing method included in Fig. 5 using a program, the computer can function as an information processing device.
• the information processing system 1B shown in Figure 4 starts the process shown in Figure 5 (step ST2000) when the inquiry recipient who receives the voice call from the equipment user operates the first terminal 10B.
• the information processing system 1B shown in FIG. 4 starts the processing shown in FIG. 5 (step ST2000) when the first terminal 10B accepts the contents of the inquiry.
• the information processing system 1B executes an inquiry reception process (step ST2100).
• the first terminal 10B in the information processing system 1B receives an operation from the inquiry receiver and acquires information indicating the content of the inquiry.
• the information processing system 1B may then perform processing to request a responder, similar to the above-described embodiment 1. Detailed description will be omitted in this embodiment.
• the information processing system 1B then executes a process for outputting supplemental information to an inquiry (step ST2120).
• the inquiry supplemental information output process step ST2120
• the first terminal 10B of the information processing system 1B outputs inquiry information including inquiry supplemental information that supplements the content of the inquiry to the information processing device 100B, based on an operation by the inquiry receiver.
• inquiry supplemental information is included in the inquiry information, but the inquiry supplemental information may be output separately from the inquiry information.
• the information processing system 1B executes inquiry supplemental information acquisition process (step ST2300).
• the information processing device 100B of the information processing system 1B receives the inquiry supplemental information from the first terminal 10B.
• the information processing system 1B executes a prediction process (step ST2400).
• the information processing device 100B of the information processing system 1B inputs the supplemental information to the prediction model 210B and obtains the prediction result output from the prediction model 210B.
• the information processing system 1B then executes a first information output process (step ST2430).
• information processing device 100B of information processing system 1B outputs first information as a prediction result to second terminal 20B.
• the information processing system 1B then executes the first information acquisition process (step ST2520).
• first information acquisition process second terminal 20B of information processing system 1B acquires the first information output by information processing device 100B.
• the information processing system 1B then executes the first information presentation process (step ST2521).
• the second terminal 20B of the information processing system 1B uses the acquired first information to present it in the form of text, an image, or sound.
• the information processing system 1B then terminates the processing shown in FIG. 5 (step ST2000).
• the information processing device 100B shown in Fig. 4 receives information from an external device, it starts the processing shown in Fig. 5. Specifically, for example, when the information processing device 100B receives inquiry information from an external first terminal 10B, it starts the processing.
• the information processing device 100B executes a process for obtaining supplemental information for an inquiry (step ST2300).
• inquiry information acquisition section 130B of information processing device 100B acquires inquiry information via first terminal 10B, which is the terminal of the inquiry recipient who is making a voice call with the device user.
• the supplemental information acquisition unit 140B of the information processing device 100B acquires inquiry supplemental information from the first terminal 10B.
• the supplemental information acquisition unit 140B acquires inquiry supplemental information that is information that supplements the inquiry. Specifically, for example, the supplemental information acquisition unit 140B determines whether the inquiry information acquired from the first terminal 10B includes supplemental inquiry information such as information about the season, information about the number of years of use, information about the region, etc. If the supplemental information acquisition unit 140B determines that the inquiry information includes supplemental inquiry information, it extracts and acquires the supplemental inquiry information.
• the information processing device 100B executes an inquiry information input process (step ST2410).
• the control unit 110B of the information processing device 100B inputs the inquiry information, the inquiry information and the inquiry supplement information, or the inquiry supplement information to the prediction model 210B of the prediction model unit 200B.
• the control unit 110B notifies the malfunction information acquisition unit 120B of the contact information of the person in charge (second terminal 20B) included in the inquiry information.
• the information processing device 100B executes the malfunction information acquisition process (first information acquisition process) (step ST2420).
• the malfunction information acquisition unit 120B of the information processing device 100B acquires first information, which is the prediction result output from the prediction model 210B of the prediction model unit 200B.
• the information processing device 100B Once the information processing device 100B has sent the first information, it then terminates processing.
• this embodiment make it possible to provide support for dealing with malfunctions occurring in devices with greater accuracy than ever before. Furthermore, even if the device is not connected to a network and information regarding abnormalities in the device cannot be obtained, it will be possible to provide more accurate support than before in responding to malfunctions that occur in the device. In addition, phenomena that have not been previously categorized can be used as features in inquiries, making it possible to provide more accurate support than ever before in responding to malfunctions that occur in equipment. Furthermore, by inputting supplementary information that is not necessarily included in the inquiry content into the prediction model as supplementary inquiry information, it becomes possible to infer faulty parts based on the region, seasonality, years of use, etc. of the faulty parts.
• the supplementary inquiry information is information indicating the region of the area near the coast (for example, the name of a region, prefecture, or place in the area near the coast), it becomes easier to obtain inference results regarding faults specific to areas near the coast, and information regarding faults specific to areas near the coast can be provided.
• the supplementary inquiry information is information indicating the region's cold climate (for example, the name of a region, prefecture, or place in the cold climate), it becomes easier to obtain inference results regarding failures specific to cold climates, and information regarding failures specific to cold climates can be provided.
• the supplemental inquiry information is information indicating a seasonality such as March and April, it becomes easier to obtain inference results regarding failures that are likely to occur from March to April, and it becomes possible to provide information regarding failures caused by dust accumulated throughout the year or failures such as a broken air filter.
• the supplemental inquiry information is information indicating the number of years of use of the device, it becomes easier to obtain an inference result regarding a failure due to aging of a part according to the number of years of use, and it becomes possible to provide information regarding the failure according to the number of years of use.
• a faulty part can be inferred with high accuracy, which makes it possible to reduce the number of times that responders are dispatched to the site where the equipment is located to troubleshoot the equipment.
• the inquiry information is The content of the inquiry from the device user is text data that has been converted into text.
• An information processing device comprising: As a result, the present disclosure further has the effect of providing an information processing device that can be applied to a system that accepts text data entered by a device user via a form, a system that converts speech from a device user into text, or a system that accepts text data that has been converted into text by, for example, a call center inquiry attendant. Furthermore, the present disclosure achieves the same effects as those described above by applying the above configuration to an information processing system, the above information processing method, or the above program. Furthermore, the configuration of the present disclosure can be applied to all of the embodiments of the present invention, and provides the same effects as those described above.
• the inquiry is an inquiry from the device user via voice call, an inquiry information acquisition unit that acquires the inquiry information via a first terminal that is a terminal of an inquiry receiver and that performs voice communication with the device user; Further provided with 1.
• An information processing device comprising: As a result, the present disclosure further has the effect of providing an information processing device that, in the case of a system that accepts inquiries by telephone, enables more accurate support than conventional methods in responding to malfunctions that occur in equipment. Furthermore, the present disclosure achieves the same effects as those described above by applying the above configuration to an information processing system, the above information processing method, or the above program. Furthermore, the configuration of the present disclosure can be applied to all of the embodiments of the present invention, and provides the same effects as those described above.
• the inquiry information includes information indicating a symptom of the device.
• An information processing device comprising: As a result, the present disclosure further has the effect of being able to provide an information processing device that can provide support for responding to inquiries about symptoms of devices with greater accuracy than ever before. Furthermore, the present disclosure achieves the same effects as those described above by applying the above configuration to an information processing system, the above information processing method, or the above program. Furthermore, the configuration of the present disclosure can be applied to all of the embodiments of the present invention, and provides the same effects as those described above.
• the inquiry information includes information indicating the performance of the device; 1.
• An information processing device comprising:
• the present disclosure further enables support for responding to inquiries about device performance with greater accuracy than conventional methods. This brings about an effect that an information processing device can be provided.
• the present disclosure achieves the same effects as those described above by applying the above configuration to an information processing system, the above information processing method, or the above program.
• the configuration of the present disclosure can be applied to all of the embodiments of the present invention, and provides the same effects as those described above.
• This embodiment further shows an example of the following configuration.
• a supplemental information acquisition unit that acquires inquiry supplemental information that is information that supplements the inquiry; Furthermore, The control unit inputting the query supplemental information into the predictive model; 1.
• An information processing device comprising: As a result, the present disclosure further has the effect of providing an information processing device that can use information not included in the content of the inquiry, thereby enabling more accurate support in responding to malfunctions that occur in the equipment. Furthermore, the present disclosure achieves the same effects as those described above by applying the above configuration to an information processing system, the above information processing method, or the above program. Furthermore, the configuration of the present disclosure can be applied to all of the embodiments of the present invention, and provides the same effects as those described above.
• the inquiry supplemental information is At least one of the following: age of the device, seasonal information, or regional information; 1.
• An information processing device comprising: As a result, the present disclosure further has the effect of being able to provide an information processing device that uses information related to equipment failures to more accurately support responses to malfunctions that occur in equipment.
• the supplemental inquiry information is the number of years the equipment has been in use, it becomes easier to obtain inference results regarding failures due to deterioration of parts over time according to the number of years the equipment has been in use, and it is possible to provide information regarding failures according to the number of years the equipment has been in use.
• the supplemental inquiry information is information relating to the season, it becomes easier to obtain inference results relating to failures that tend to occur in each season, and it is possible to provide information relating to failures that tend to occur in each season.
• the supplemental inquiry information is regional information, it becomes easier to obtain inference results regarding faults that correspond to conditions specific to each region, and it is possible to provide information regarding faults that are likely to occur in each region.
• the present disclosure achieves the same effects as those described above by applying the above configuration to an information processing system, the above information processing method, or the above program.
• the configuration of the present disclosure can be applied to all of the embodiments of the present invention, and provides the same effects as those described above.
• Embodiment 3 In the above-described first embodiment, an example of a configuration has been described in which information regarding a device failure is acquired using inquiry information based on an inquiry from a device user. In the second embodiment, an example of a configuration has been described in which information about a device failure is obtained using inquiry supplement information that supplements an inquiry from a device user. In the third embodiment, a form of providing further support at the site using on-site information will be described. More specifically, in the third embodiment, an example of a configuration will be described in which information about a device failure is obtained using on-site information from a responder who goes to the site where the device is located and responds to the device. In embodiment 3, among the components of embodiment 3, those components that are similar to the components of embodiment 1 or embodiment 2 already described are given the same names and similar symbols (with some modifications), and duplicate explanations are omitted as appropriate.
• FIG. 6 is a diagram illustrating a configuration example of an information processing system 1 (1C) including an information processing device 100 (100C) according to the third embodiment of the present disclosure.
• the information processing system 1C shown in Figure 6 is composed of a first terminal (terminal of the person accepting the inquiry) 10 (10C), a second terminal (terminal of the person responding to the equipment at the site where the equipment is located) 20 (20C), an information processing device 100 (100C), and a prediction model unit 200 (200C).
• the first terminal 10C is a terminal of the inquiry recipient that has the same functions as the first terminal 10B already described.
• the second terminal 20C is a terminal of a responder who responds to the equipment at the site where the equipment is located, and has the same functions as the second terminal 20B.
• the second terminal 20C further receives an operation from the responder, outputs on-site information, which is information related to the device, and transmits it to the information processing device 100C.
• "Site information" is information including the status of the equipment at the site where the equipment is installed. It is more preferable that the on-site information is information that was not included in the inquiry information and the inquiry supplemental information based on an inquiry from the device user.
• on-site information is information that was not included in an inquiry from an equipment user, and is information that can be obtained by a responder on-site by checking the state of the equipment or the installation status of the equipment. More specifically, for example, if the work by the responder is not completed in the first dispatch, the on-site information can be information obtained by the responder confirming the work in the first dispatch. By adopting such on-site information, the accuracy of response support in subsequent dispatches can be further improved.
• the site information may be categorized in advance, that is, the site information may be selected by the responder from among items categorized in advance.
• the second terminal 20C presents information indicating multiple types of status, accepts the operator's operation, selects the category that is closest to the status of the local device, and transmits it as site information to the information processing device 100C.
• the second terminal 20C receives and acquires the second information output from the information processing device 100C as a prediction result for the site information.
• the prediction model unit 200C receives on-site information, which is information related to equipment, and outputs information related to equipment failure (second information).
• the prediction model unit 200C shown in FIG. 6 includes a prediction model 210 (210C).
• the prediction model 210C is a model that is trained and constructed so as to receive as input inquiry information, or inquiry information and inquiry supplemental information, and to output information relating to equipment failures.
• the prediction model 210B receives the inquiry information, the inquiry information and the supplemental inquiry information, or the supplemental inquiry information from the control unit 110B of the information processing device 100B, the prediction model 210B outputs a prediction result regarding a device failure as first information.
• the prediction model 210C is a model that is constructed by learning so as to input on-site information, which is information relating to equipment, and output information relating to equipment failures.
• the prediction model 210C receives field information, which is information related to equipment, from the control unit 110C of the information processing device 100C, the prediction model 210C outputs a prediction result related to equipment failure as second information.
• the information processing device 100C receives as input on-site information, which is information relating to equipment, and outputs second information indicating the prediction result regarding equipment failure.
• the information processing device 100C shown in Figure 6 is configured to include a control unit 110 (110C), a fault information acquisition unit 120 (120C), an inquiry information acquisition unit 130 (130C), a supplementary information acquisition unit 140 (140C), and a communication unit 150 (150C).
• the inquiry information acquisition unit 130C is similar to the inquiry information acquisition unit 130 (130B) already described.
• the supplemental information acquisition unit 140C is similar to the supplemental information acquisition unit 140 (140B) already described.
• the communication unit 150C has a function of performing communication. Communication is the transmission or reception of information to or from the inside or outside of the device, and can also be expressed as the reception or output of information.
• the communication unit 150C receives on-site information, which is information related to the equipment, from a second terminal, which is the terminal of a responder who goes to the site where the equipment is located and responds to the equipment.
• the communication unit 150C outputs second information indicating the prediction result regarding the equipment failure output from the prediction model 210C to the second terminal 20C.
• control unit 110C performs processing to input the on-site information received by the communication unit 150C into the prediction model 210C.
• the failure information acquisition unit 120C acquires second information, which is the prediction result output from the prediction model 210C.
• the failure information acquisition unit 120C outputs the second information to the second terminal 20C via the communication unit 150C in accordance with the contact information of the responder (second terminal) included in the inquiry information or instructions from the first terminal 10C.
• the information processing device 100C shown in Figure 6 shows an example of a configuration that includes all of the components described in the previous embodiments, it may also be configured not to include the components of the previous embodiments, as long as the functions added in this embodiment can be realized. Alternatively, it may be configured to include some of the components of the previous embodiments, but not include other components.
• FIG. 7 is a sequence diagram illustrating an example of processing of the information processing system 1 (1C) including the information processing device 100 (100C) according to the third embodiment of the present disclosure.
• the information processing system 1C shown in FIG. 6 receives, via the second terminal, an operation from a responder who goes to the site where the equipment is located and responds to the equipment, the information processing system 1C starts the processing shown in FIG.
• the information processing system 1C then executes a site information reception process (step ST3230).
• the second terminal 20C of the information processing system 1C receives an operation from a responder who is at the site where the equipment is located and responds to the equipment, acquires the on-site information, and outputs the on-site information to the information processing device 100C (step ST3231).
• the on-site information is, for example, information that was not included in an inquiry from the equipment user and is information that the responder at the site can obtain by checking the status or installation status of the equipment.
• the on-site information also includes the responder's contact information (second terminal).
• the information processing system 1C then executes a site information acquisition process (step ST3300).
• the information processing device 100C of the information processing system 1C acquires the site information output by the second terminal 20C.
• the information processing system 1C then executes a prediction process (step ST3400).
• the information processing device 100C of the information processing system 1C inputs the site information to the prediction model 210C of the prediction model unit 200C, and acquires the prediction result output from the prediction model 210C.
• the information processing system 1C then executes the second information output process (step ST3430).
• the information processing device 100C of the information processing system 1C outputs the second information as a prediction result to the contact information (second terminal) of the responder included in the on-site information.
• the information processing system 1C then executes the second information acquisition process (step ST3530).
• the second terminal 20C of the information processing system 1C acquires the second information output by the information processing device 100C.
• the information processing system 1C then executes the second information presentation process (step ST3531).
• the second terminal 20C of the information processing system 1C presents the acquired second information by text, image, or sound.
• 7 is an information processing method by an information processing device.
• the computer can function as an information processing device.
• the information processing device 100C shown in Fig. 6 receives information from an external device
• the information processing device 100C starts the processing shown in Fig. 7.
• the information processing device 100C starts the processing.
• step ST3300 information processing device 100C executes a site information acquisition process (step ST3300).
• the communication unit 150C of the information processing device 100C receives site information, which is information related to the equipment, from a second terminal which is the terminal of a responder who is at the site where the equipment is located and responds to the equipment.
• the information processing device 100C executes a site information input process (step ST3410).
• the control unit 110C of the information processing device 100C performs a process of inputting the site information received by the communication unit 150C into the prediction model 210C.
• the information processing device 100C executes a malfunction information acquisition process (second information acquisition process) (step ST3420).
• the malfunction information acquisition unit 120C of the information processing device 100C acquires second information, which is the prediction result output from the prediction model 120C.
• the failure information acquisition unit 120C outputs the second information to the second terminal 20C via the communication unit 150C in accordance with the contact information of the responder (second terminal) included in the inquiry information or instructions from the first terminal 10C.
• information processing device 100C executes second information output processing (step ST3430).
• the communication unit 150C of the information processing device 100C outputs, to the second terminal 20C, second information indicating the prediction result regarding the equipment failure output from the prediction model 210C.
• the information processing device 100C transmits the second information to the second terminal via the communication unit 150C, it then terminates the processing shown in Figure 7.
• the present disclosure provides the following: Using on-site equipment information can improve the accuracy of predictions regarding equipment failures, for example, improving the accuracy of inferring failed parts. Even if maintenance work is not completed on-site, highly accurate inference results can be obtained by inputting additional on-site information. In the past, there was no system for utilizing information obtained by directly checking the status of on-site equipment, and if maintenance was not completed at the first dispatch, it was not possible to make inferences that reflected the status of the on-site equipment.However, with the configuration of this embodiment, by inputting additional information about the on-site equipment, it is possible to use information that more accurately represents the status of the equipment, thereby improving the accuracy of inferring faulty parts. As a result, a responder such as a maintenance inspector can confirm that the faulty part provided is correct.
• This embodiment further shows an example of the following configuration.
• a communication unit that receives on-site information, which is information about the device, from a second terminal that is a terminal of a responder who responds to the device while traveling to the site where the device is located;
• the control unit inputs the on-site information received by the communication unit into the prediction model, the failure information acquisition unit acquires second information which is a prediction result output from the prediction model,
• the communication unit outputs the second information to the second terminal.
• An information processing device comprising: As a result, the present disclosure further has the effect of providing an information processing device that makes it possible to improve the accuracy of predictions regarding equipment failures based on the state of the site.
• the present disclosure achieves the same effects as those described above by applying the above configuration to an information processing system, the above information processing method, or the above program. Furthermore, the configuration of the present disclosure can be applied to all of the embodiments of the present invention, and provides the same effects as those described above.
• Embodiment 4 In the above-described third embodiment, an example of a configuration has been described in which information about a device failure is acquired using on-site information from a responder who goes to the site where the device is located and responds to the device. In the fourth embodiment, a form for further supporting a responder who goes to the site to respond to a device based on the content of an inquiry from a device user will be described. More specifically, in the fourth embodiment, an example of a configuration will be described in which, using inquiry information based on an inquiry from a device user, information that can support a responder other than information related to a device failure is obtained. In embodiment 4, among the components of embodiment 4, those components that are similar to the components of embodiment 1, embodiment 2, or embodiment 3 already described are given the same names and similar symbols (with some modifications), and duplicate explanations are omitted as appropriate.
• FIG. 8 is a diagram illustrating a configuration example of an information processing system 1 (1D) including an information processing device 100 (100D) according to the fourth embodiment of the present disclosure.
• the information processing system 1D is composed of a first terminal (terminal of the person accepting the inquiry) 10 (10D), a second terminal (terminal of the person responding to the equipment at the site where the equipment is located) 20 (20D), an information processing device 100D, and a prediction model unit 200 (200D).
• the first terminal 10D is a terminal of the inquiry receiver, similar to the first terminals 10 (10A, 10B, 10C) already described.
• the first terminal 10D further has a function of adding information (for example, a flag) indicating that on-site support information is to be output to the inquiry information or the inquiry information and the inquiry supplement information, and outputting the information.
• the second terminal 20D is a terminal of a responder who responds to the equipment at the site where the equipment is located, similar to the second terminals 20 (20A, 20B, 20C) already described.
• the second terminal 20D further has a function of receiving on-site support information and presenting the on-site support information.
• "On-site support information" is information related to the inquiry.
• the on-site support information is the inquiry information output by the first terminal 10D, or information predicted using the inquiry information and the inquiry supplemental information.
• the on-site support information is, for example, information that can support the responder in addition to information about equipment failures.
• the on-site support information may include, for example, events that can be predicted from the content of the inquiry, a summary of the content of the inquiry, or the content of the inquiry.
• An event that can be predicted from the content of an inquiry is, for example, information indicating symptoms of a failure that occurred in the past under similar conditions in a device similar to the device inquired about.
• the summary of the inquiry is, for example, information indicating a summary sentence that summarizes the inquiry from the device user.
• the content of the inquiry is, for example, text data obtained by directly converting the inquiry from the device user into text.
• the prediction model unit 200D also has the function of outputting on-site support information using inquiry information, or inquiry information and inquiry supplemental information.
• the prediction model unit 200D includes a prediction model 210D and a second prediction model 220 (220D).
• the prediction model 210D is a prediction model similar to the prediction models 210 (210A, 210B, 210C) already described.
• the second prediction model 220D is a prediction model that is constructed by learning so as to receive inquiry information, or inquiry information and supplemental inquiry information, as input, and to output on-site support information.
• the second prediction model 220D is configured by, for example, a large-scale language model (LLM).
• LLM large-scale language model
• the second prediction model 220D is shown as having a separate configuration from the prediction model 210D, but it may be a prediction model integrated with the prediction model 210D.
• the prediction model unit 200D may be configured to include a database that simply associates inquiry information with on-site support information, instead of the second prediction model 220D. If the database includes events that can be predicted from the content of an inquiry, the database stores pre-predicted "events that can be predicted from the content of an inquiry.”
• the information processing device 100D further outputs on-site support information to the second terminal 20D using the inquiry information or the inquiry information and the inquiry supplement information.
• the information processing device 100D shown in FIG. 12 is configured to include a control unit 110 (110D), a fault information acquisition unit 120 (120D), an inquiry information acquisition unit 130 (130D), a supplementary information acquisition unit 140 (140D), a communication unit 150 (150D), and a field support information output unit 160 (160D).
• the malfunction information acquisition unit 120D has the same configuration as any of the malfunction information acquisition units 120 (120A, 120B, 120C) already described.
• the communication unit 150D is configured similarly to the communication unit 150 (150C) already described.
• the inquiry information acquisition unit 130D has the function of accepting and outputting inquiry information that includes information (e.g., a flag) indicating that on-site support information will be output. This makes it possible to determine whether a subsequent component will execute processing to output on-site support information.
• information e.g., a flag
• the supplemental information acquisition unit 140D is the same as the supplemental information acquisition unit 140 (140B, 140C) already described.
• the system has a function of receiving and outputting supplemental inquiry information including information (e.g., a flag) indicating that on-site support information is to be output. This allows a subsequent component to determine whether to execute processing to output on-site support information.
• control unit 110D has the function of inputting inquiry information, or inquiry information and inquiry supplemental information, into the second prediction model 220D of the prediction model unit 200D.
• the control unit 110D also notifies the on-site support information output unit 160D of the contact information (second terminal) of the responder included in the inquiry information.
• the on-site support information output unit 160D acquires the on-site support information output by the prediction model unit 200D, and outputs the on-site support information to the second terminal 20D. Based on the inquiry, the on-site support information output unit 160D outputs on-site support information, which is information related to the inquiry, to the second terminal 20D, which is the terminal of a responder who goes to the site where the equipment is located and responds to the equipment. Specifically, for example, the on-site support information output unit 160D inputs the inquiry information to a second prediction model 220D that makes predictions regarding on-site support, and acquires on-site support information output from the second prediction model 220D. The on-site support information output unit 160D outputs the acquired on-site support information to the second terminal 20D.
• the on-site support information presented on the second terminal 20D via the on-site support information output unit 160D can provide more effective support to responders on-site by including, for example, events that can be predicted from the content of the inquiry, a summary of the content of the inquiry, or the content of the inquiry itself. Events that can be predicted from the content of the inquiry are events that are similar to the content of the inquiry and that can occur in the inquired device.
• the information processing device 100D shown in Figure 8 shows an example of a configuration that includes all of the components described in the previous embodiments, it may be configured not to include the components of the previous embodiments, as long as the functions added in this embodiment can be realized. Alternatively, it may be configured to include some of the components of the previous embodiments, but not include other components.
• FIG. 9 is a sequence diagram illustrating an example of processing of the information processing system 1 (1D) including the information processing device 100 (100D) according to the fourth embodiment of the present disclosure.
• the information processing system 1D shown in FIG. 8 receives an operation from an inquiry receiver who has received a voice call from a device user, for example, at the first terminal 10D, the information processing system 1D starts the process shown in FIG. 9 (step ST4000).
• the information processing system 1D executes an inquiry reception process (step ST4100).
• the first terminal 10D of the information processing system 1D receives an operation from the inquiry receiver, acquires inquiry information, and outputs the inquiry information to the information processing device 100D.
• the first terminal 10D receives an operation from the inquiry receiver, acquires the inquiry information and the inquiry supplement information, and outputs the inquiry information and the inquiry supplement information to the information processing device 100D. If a setting to execute on-site support is made, the inquiry information is provided with information to the effect that on-site support information is to be output to the responder's terminal (second terminal).
• the first terminal 10D may receive a request for a responder to go to the site where the device related to the inquiry is located and handle the device, based on an operation by the inquiry receiver. In this case, the first terminal 10D sends the request for a responder to the second terminal 20D via the information processing device 100D.
• the information processing system 1D then executes an inquiry information output process (step ST4120).
• first terminal 10D of information processing system 1B outputs inquiry information relating to the content of the inquiry to information processing device 100D based on an operation by the inquiry recipient.
• the information processing system 1D executes an inquiry information acquisition process (step ST4300).
• the information processing device 100D of the information processing system 1D receives inquiry information from the first terminal 10D.
• the information processing device 100D receives inquiry information and inquiry supplement information from the first terminal 10D.
• the information processing system 1D executes a prediction process (step ST4400).
• the information processing device 100D of the information processing system 1D inputs query information to the second prediction model 220D of the prediction model unit 200D, and obtains the prediction result output from the second prediction model 220D.
• the information processing system 1D then executes a field support information output process (step ST4430).
• the information processing device 100D of the information processing system 1D outputs the on-site support information, which is the prediction result output from the second prediction model 220D, to the second terminal 20D.
• the information processing system 1D then executes a field support information acquisition process (step ST4540).
• the second terminal 20D of the information processing system 1D receives and acquires the on-site support information output by the information processing device 100D.
• the information processing system 1D then executes a field support information presentation process (step ST4410).
• the on-site support information presentation process the second terminal 20D of the information processing system 1D presents the acquired on-site support information in the form of text, images, or voice.
• the information processing system 1D then terminates the processing shown in FIG. 13.
• 9 is an information processing method by the information processing device.
• the computer can function as the information processing device.
• 8 starts the processing shown in Fig. 9 when it receives information from an external device, for example.
• the information processing device 100D starts the processing when it receives inquiry information from an external first terminal 10D.
• information processing device 100D executes inquiry information acquisition processing (step ST4300).
• the inquiry information acquisition unit 130D of the information processing device 100D acquires the inquiry information output by the first terminal 10D.
• the supplemental information acquisition unit 140D of the information processing device 100D acquires the inquiry supplemental information output by the first terminal 10D.
• step ST4410 information processing device 100D executes inquiry information input processing (step ST4410).
• the control unit 110D of the information processing device 100D refers to the inquiry information, and if the inquiry information includes information indicating that on-site support information will be output, inputs the inquiry information, or the inquiry information and inquiry supplemental information, to the second prediction model 220D of the prediction model unit 200D.
• the control unit 110D also notifies the on-site support information output unit 160D of the contact information (second terminal) of the responder included in the inquiry information.
• the information processing device 100D executes on-site support information acquisition processing (step ST4420).
• the on-site support information output unit 160D of the information processing device 100D acquires on-site support information indicating the prediction result output from the second prediction model 220D of the prediction model unit 200D.
• information processing device 100D executes on-site support information output processing (step ST4430).
• the on-site support information output unit 160D of the information processing device 100D outputs the acquired on-site support information to the contact information (second terminal 20D) of the responder notified by the control unit 110D.
• the second terminal 20D presents the acquired on-site support information in the form of text, images, or audio. After outputting the on-site support information to the second terminal 20D, the information processing device 100D then ends the processing shown in FIG.
• FIG. 10 is a diagram showing an example of the display on the responder terminal (second terminal) of the on-site support information output by the information processing device 100 (100D).
• the field support display screen 4000 displays information about, for example, the location of the failure, similar events, or a call summary.
• the faulty part indicates, for example, a part of the device that is predicted to have failed based on the inquiry.
• a similar event indicates, for example, a state of a device similar to the device that is the subject of an inquiry, which state is similar to the state of the device based on the inquiry.
• the call summary indicates, for example, a sentence summarizing the contents of the inquiry.
• the present disclosure based on the content of this embodiment, makes it possible to output on-site support information based on the content of the inquiry, separate from information about the equipment failure, to the terminal of the responder who is responding to the equipment at the site where the equipment is located, thereby enabling more accurate support to be provided to the responder.
• This embodiment further shows an example of the following configuration.
• a field support information output unit that outputs field support information, which is information related to the inquiry, to a second terminal that is a terminal of a responder who goes to the field where the device is located and responds to the device;
• An information processing device comprising:
• the present disclosure further has an effect of being able to provide an information processing device that enables more accurate support to responders.
• the present disclosure achieves the same effects as those described above by applying the above configuration to an information processing system, the above information processing method, or the above program.
• the configuration of the present disclosure can be applied to all of the embodiments of the present invention, and provides the same effects as those described above.
• the on-site support information is Events that can be predicted from the content of the inquiry; A summary of the contents of said inquiry; or the content of said inquiry; Contains any of the following: 1.
• An information processing device comprising: As a result, the present disclosure further has an effect of being able to provide an information processing device that makes it possible to provide information that realizes more accurate support to responders. Furthermore, the present disclosure achieves the same effects as those described above by applying the above configuration to an information processing system, the above information processing method, or the above program. Furthermore, the configuration of the present disclosure can be applied to all of the embodiments of the present invention, and provides the same effects as those described above.
• This embodiment further shows an example of the following configuration.
• the on-site support information output unit inputting the inquiry information into a second prediction model that makes a prediction regarding on-site support, and acquiring the on-site support information output from the second prediction model; 1.
• An information processing device comprising: As a result, the present disclosure further has the effect of being able to provide an information processing device that enables support for responders on site without being limited to predetermined support. Furthermore, the present disclosure achieves the same effects as those described above by applying the above configuration to an information processing system, the above information processing method, or the above program. Furthermore, the configuration of the present disclosure can be applied to all of the embodiments of the present invention, and provides the same effects as those described above.
• Embodiment 5 In the above-described first to fourth embodiments, examples of configurations have been shown in which information for supporting a responder who goes to a site where a device is located and responds to the device is acquired.
• a form for supporting an inquiry receiver will be described. More specifically, in the fifth embodiment, an example of a configuration will be described in which information for supporting an inquiry receiver is acquired using inquiry information based on an inquiry from a device user.
• embodiment 5 among the components of embodiment 5, those components that are similar to the components of embodiment 1, embodiment 2, embodiment 3, or embodiment 4 already described are given the same names and similar symbols (with some modifications), and duplicate explanations are omitted as appropriate.
• FIG. 11 is a diagram illustrating a configuration example of an information processing system 1 (1E) including an information processing device 100 (100E) according to a fifth embodiment of the present disclosure.
• the information processing system 1E shown in Figure 11 is composed of a first terminal (terminal of the person accepting the inquiry) 10 (10E), a second terminal (terminal of the person responding to the equipment at the site where the equipment is located) 20 (20E), an information processing device 100E, and a prediction model unit 200 (200E).
• the first terminal 10E is a terminal of an inquiry receiver, similar to any of the first terminals 10 (10A, 10B, 10C, 10D) already described.
• the first terminal 10E further has a function of adding information (for example, a flag) indicating that reception support information is to be output to the inquiry information or the inquiry information and the inquiry supplement information, and outputting the information.
• the first terminal 10E further has a function of receiving reception support information from the information processing device 100E and presenting the reception support information.
• the "reception support information" is information based on an inquiry from a device user or information based on the model information of the device related to the inquiry.
• the reception support information is assumed to be information such as a question to obtain information about a malfunction of the device in response to an inquiry from the device user, for example.
• the second terminal 20E is a terminal for a responder who responds to the equipment at the site where the equipment is located.
• the prediction model unit 200E also has the function of outputting reception support information using inquiry information, or inquiry information and inquiry supplementary information.
• the prediction model unit 200E includes a prediction model 210 (210E), a second prediction model 220 (220E), and a third prediction model 230 (230E).
• Prediction model 210E is a prediction model similar to any of the prediction models 210 (210A, 210B, 210C, 210D) already described.
• the second prediction model 220E is a prediction model similar to the second prediction model 220 (220D) already described.
• the third prediction model 230E is a prediction model constructed by learning so as to receive inquiry information, or inquiry information and supplementary inquiry information, as input, and to output reception support information.
• the third prediction model 230E is configured by, for example, a large-scale language model (LLM).
• LLM large-scale language model
• the third prediction model 230E is shown as having a separate configuration from the prediction model 210E, but it may be a prediction model integrated with the prediction model 210E.
• the prediction model unit 200E may be configured to include a database that simply associates inquiry information with reception support information, instead of the third prediction model 230E. In the case of a database, the database stores pre-predicted “reception support information.”
• the information processing device 100E further outputs reception support information to the first terminal 10E using the inquiry information or the inquiry information and the inquiry supplement information.
• the information processing device 100E shown in FIG. 15 is configured to include a control unit 110 (110E), a fault information acquisition unit 120 (120E), an inquiry information acquisition unit 130 (130E), a supplementary information acquisition unit 140 (140E), a communication unit 150 (150E), a field support information output unit 160 (160E), and a reception support information output unit 170 (170E).
• the malfunction information acquisition unit 120E may be configured similarly to the malfunction information acquisition units 120 (120A, 120B, 120C, 120D) already described.
• the communication unit 150E may be configured similarly to the communication units 150 (150C, 150D) already described.
• the on-site support information output unit 160E may be configured in the same manner as the on-site support information output unit 160 (160D) already described.
• the inquiry information acquisition unit 130E has the function of accepting and outputting inquiry information that includes information (e.g., a flag) indicating that reception support information should be output. This allows a subsequent component to determine whether to execute processing to output reception support information.
• information e.g., a flag
• the supplemental information acquisition unit 140E has the function of accepting and outputting inquiry supplemental information that includes information (e.g., a flag) indicating that reception support information will be output. This allows the subsequent components to determine whether to execute processing to output reception support information.
• information e.g., a flag
• control unit 110E has the function of inputting inquiry information, or inquiry information and inquiry supplemental information, into the third prediction model 230E of the prediction model unit 200E.
• the control unit 110E also notifies the reception support information output unit 170E of the contact information (first terminal) of the inquiry recipient contained in the inquiry information.
• the reception support information output unit 170E outputs reception support information that supports the reception of an inquiry by the inquiry receiver. Based on the inquiry, the reception support information output unit 170E outputs reception support information, which is information related to the inquiry, to the first terminal, which is the terminal of the inquiry receiver. As already explained, the reception support information is information based on an inquiry from a device user, or information based on model information of the device related to the inquiry.
• the information processing device 100E shown in Figure 11 shows an example of a configuration that includes all of the components described in the previous embodiments, it may also be configured not to include the components of the previous embodiments, as long as the functions added in this embodiment can be realized. Alternatively, it may be configured to include some of the components of the previous embodiments, but not include other components.
• FIG. 12 is a sequence diagram illustrating an example of processing of the information processing system 1 (1E) including the information processing device 100 (100E) according to the fifth embodiment of the present disclosure.
• the information processing system 1E shown in FIG. 11 starts the process shown in FIG. 12 when it receives an operation from an inquiry receiver who has received a voice call from a device user, for example, via the first terminal 10E.
• the information processing system 1E then executes an inquiry reception process (step ST5100).
• the first terminal 10E of the information processing system 1E receives an operation from the inquiry receiver and acquires inquiry information.
• the first terminal 10E receives an operation from the inquiry receiver and acquires the inquiry information and the inquiry supplement information.
• the inquiry information is given, for example, information to the effect that reception support information is to be output to the terminal (first terminal) of the inquiry receiver.
• the information processing system 1E then executes an inquiry information output process (step ST4120).
• the first terminal 10E of the information processing system 1E outputs inquiry information relating to the content of the inquiry to the information processing device 100E, based on an operation by the inquiry recipient.
• the information processing system 1E then executes an inquiry information acquisition process (step ST5300).
• the information processing device 100E of the information processing system 1E receives inquiry information from the first terminal 10E.
• the information processing device 100E receives inquiry information and inquiry supplement information from the first terminal 10E.
• the information processing system 1E then executes a prediction process (step ST5400).
• the information processing device 100E of the information processing system 1E inputs query information to a third prediction model 230E of a prediction model unit 200E, and acquires the prediction result output from the third prediction model 230E.
• the information processing system 1E then executes a reception support information output process (step ST5430).
• the information processing device 100E of the information processing system 1E outputs reception support information, which is the prediction result output from the third prediction model 230E of the prediction model unit 200E, to the first terminal 10E.
• the information processing system 1E then executes a reception support information acquisition process (step ST5550).
• the reception support information acquisition process the second terminal 20E of the information processing system 1E receives and acquires the reception support information output by the information processing device 100E.
• the information processing system 1E executes a reception support information presentation process (step ST5551).
• the reception support information presentation process the first terminal 10E of the information processing system 1E presents the acquired reception support information by image or sound.
• the information processing system 1E then terminates the processing shown in FIG. 16.
• FIG. 12 is an information processing method by an information processing device.
• the computer can function as an information processing device.
• the information processing device 100E shown in Fig. 11 receives information from an external device, for example, the information processing device 100E starts the processing shown in Fig. 12.
• the information processing device 100E receives inquiry information from an external first terminal 10E, for example, the information processing device 100E starts the processing.
• information processing device 100E executes inquiry information acquisition processing (step ST5300).
• the inquiry information acquisition unit 130E of the information processing device 100E acquires the inquiry information output by the first terminal 10E.
• the supplemental information acquisition unit 140E of the information processing device 100E acquires the inquiry supplemental information output by the first terminal 10E.
• step ST5410 information processing device 100E executes inquiry information input processing (step ST5410).
• the control unit 110E of the information processing device 100E refers to the inquiry information, and if the inquiry information contains information indicating that reception support information will be output, inputs the inquiry information, or the inquiry information and inquiry supplemental information, to the third prediction model 230E of the prediction model unit 200E.
• the control unit 110E also notifies the reception support information output unit 170E of the contact information (first terminal) of the inquiry receiver included in the inquiry information.
• the information processing device 100E executes a reception support information acquisition process (step ST5420).
• the reception support information output unit 170E of the information processing device 100E acquires reception support information indicating the prediction result output from the third prediction model 230E of the prediction model unit 200E.
• the information processing device 100E executes a reception support information output process (step ST5430).
• the reception support information output unit 170E of the information processing device 100E outputs the acquired reception support information to the contact information (first terminal) of the inquiry recipient notified by the control unit 110E.
• the information processing device 100E After outputting the reception support information to the first terminal, the information processing device 100E then terminates the processing shown in FIG. 17.
• the contents shown in this embodiment make it possible to provide support to the inquiry receiver.
• the inquiry receiver can obtain more detailed information from the device user, which can further improve the accuracy of support provided to the responder.
• This embodiment further shows an example of the following configuration.
• a reception support information output unit that outputs reception support information, which is information related to the inquiry, to a first terminal that is a terminal of the inquiry receiver, based on the inquiry;
• An information processing device comprising: As a result, the present disclosure further has the effect of providing an information processing device that enables support to an inquiry receiver. Furthermore, the present disclosure achieves the same effects as those described above by applying the above configuration to an information processing system, the above information processing method, or the above program. Furthermore, the configuration of the present disclosure can be applied to all of the embodiments of the present invention, and provides the same effects as those described above.
• the reception support information is information based on inquiries from said device users; or Information based on the model information of the device related to the inquiry; That is, 1.
• An information processing device comprising: As a result, the present disclosure further provides an effect of being able to provide an information processing device that enables more effective support to an inquiry receiver. Furthermore, the present disclosure achieves the same effects as those described above by applying the above configuration to an information processing system, the above information processing method, or the above program. Furthermore, the configuration of the present disclosure can be applied to all of the embodiments of the present invention, and provides the same effects as those described above.
• Embodiment 6 In the above-described first to fifth embodiments, examples of configurations have been shown in which the information processing device inputs information received from the outside into a prediction model without converting it.
• an example of a configuration in which an information processing device converts information received from an external device and inputs the converted information into a prediction model is described. More specifically, in the sixth embodiment, an example is described in which query information converted so that information related to equipment failures can be predicted with higher accuracy is used.
• those components that are similar to the components of the first, second, third, fourth, or fifth embodiment already described are given the same names and similar symbols (with some modifications), and duplicate explanations are omitted as appropriate.
• FIG. 13 is a diagram illustrating a configuration example of an information processing system 1 (1F) including an information processing device 100 (100F) according to the sixth embodiment of the present disclosure.
• the information processing system 1F shown in Figure 13 is composed of a first terminal (terminal of the person accepting the inquiry) 10 (10F), a second terminal (terminal of the person responding to the equipment at the site where the equipment is located) 20 (20F), an information processing device 100F, and a prediction model unit 200 (200F).
• the first terminal 10F is the terminal of the inquiry recipient, similar to any of the first terminals 10 (10A, 10B, 10C, 10D, 10E) already described.
• the second terminal 20F is a terminal for a responder who responds to the equipment at the site where the equipment is located.
• the prediction model unit 200F has the same functions as any of the prediction model units 200 (200A, 200B, 200C, 200D, and 200E) already described.
• the prediction model unit 200F shown in FIG. 13 includes a prediction model 210 (210F), a second prediction model 220 (220F), and a third prediction model 230 (230F).
• the prediction model 210F is a prediction model similar to any of the prediction models 210 (210A, 210B, 210C, 210D, 210E) already described.
• the second prediction model 220F is a prediction model similar to the second prediction model 220 (220D, 220E) already described.
• the third prediction model 230F is a prediction model similar to the third prediction model 230 (230E) already described.
• the information processing device 100F uses inquiry information that has been converted so that information about a device failure can be predicted with higher accuracy.
• the information processing device 100F shown in FIG. 13 is configured to include a control unit 110 (110F), a fault information acquisition unit 120 (120F), an inquiry information acquisition unit 130 (130F), a supplementary information acquisition unit 140 (140F), a communication unit 150 (150F), a field support information output unit 160 (160F), a reception support information output unit 170 (170F), and a conversion unit 180 (180F).
• the control unit 110F, the failure information acquisition unit 120F, the inquiry information acquisition unit 130F, the supplementary information acquisition unit 140F, the communication unit 150F, the on-site support information output unit 160F, and the reception support information output unit 170F may have the same configuration as the components of the same names already described, and therefore detailed explanations will be omitted.
• the conversion unit 180F performs conversion processing on the inquiry information.
• the conversion unit 180F outputs the converted inquiry information to the inquiry information acquisition unit 130F.
• the inquiry information output from conversion unit 180F is information obtained by converting information indicating the content of the inquiry. If the inquiry information output by the first terminal is text data indicating the content of the inquiry, the conversion process may include at least one of the following: a process for emphasizing key words, a process for removing erroneous words, or a process for correcting spelling variations in the text data indicating the content of the inquiry.
• the conversion unit 180F performs the conversion process using, for example, a large-scale language model (LLM) or pre-stored dictionary information. This can improve the accuracy of predictions regarding device failures.
• LLM large-scale language model
• the conversion unit 180F shown in FIG. 13 is an internal component of the information processing device 100F, but may be an external component of the information processing device 100F.
• the information processing device 100F shown in Figure 13 shows an example of a configuration that includes all of the components described in the previous embodiments, it may also be configured not to include the components of the previous embodiments, as long as the functions added in this embodiment can be realized. Alternatively, it may be configured to include some of the components of the previous embodiments, but not include other components.
• FIG. 14 is a flowchart showing an example of processing by the information processing device 100 (100F) according to the sixth embodiment of the present disclosure.
• 14 is an information processing method by an information processing device. For example, by causing a computer to execute this information processing method using a program, the computer can function as an information processing device. For example, when the information processing device 100F shown in FIG. 13 receives information from an external device, the information processing device 100F starts the process shown in FIG.
• the information processing device 100F executes the conversion process (step ST6010).
• the conversion unit 180F of the information processing device 100F performs the conversion process on the inquiry information.
• the information processing device 100F executes a converted inquiry information output process (step ST6020).
• the conversion unit 180F of the information processing device 100F outputs the converted inquiry information to the inquiry information acquisition unit 130F.
• the conversion unit 180F When the conversion unit 180F outputs the converted inquiry information to the inquiry information acquisition unit 130F, the information processing device 100F then ends the processing shown in FIG. 14.
• the present disclosure makes it possible to perform a process of vectorizing call content entered in natural language and converting it into a format that can be used for machine learning.
• information based on the call content When information based on the call content is input, it may contain spelling variations, words that lead to errors, and words that help with prediction.
• important words, error words, words that lead to spelling variations, and the like are stored in advance as dictionary information. If a corresponding word is included, it is possible to take appropriate measures and input the information into the prediction model. As a result, the information input into the prediction model becomes more suitable, and the accuracy of predicting the appropriate faulty part increases.
• LLM in response to an inquiry such as "It feels like there is no cold air coming out,” LLM can be used to convert the information into a more appropriate format before inputting it into the prediction model, converting it into a message that there is a problem with the cold air and inputting it into the prediction model.
• the inquiry information is information obtained by converting information indicating the content of the inquiry.
• An information processing device comprising: As a result, the present disclosure further has the effect of providing an information processing device that enables highly accurate predictions to be made using a prediction model compared to the query content itself. Furthermore, the present disclosure achieves the same effects as those described above by applying the above configuration to an information processing system, the above information processing method, or the above program. Furthermore, the configuration of the present disclosure can be applied to all of the embodiments of the present invention, and provides the same effects as those described above.
• This embodiment further shows an example of the following configuration.
• the conversion process includes: For the text data indicating the content of the inquiry, Processing to emphasize important words, A process to remove error words, or Processing to correct spelling variations, At least one of 1.
• An information processing device comprising: As a result, the present disclosure further has the effect of providing an information processing device that enables highly accurate predictions using a prediction model. Furthermore, the present disclosure achieves the same effects as those described above by applying the above configuration to an information processing system, the above information processing method, or the above program. Furthermore, the configuration of the present disclosure can be applied to all of the embodiments of the present invention, and provides the same effects as those described above.
• This embodiment further shows an example of the following configuration.
• a conversion unit that performs the conversion process on text data indicating the content of the inquiry; Further provided with 1.
• An information processing device comprising:
• the present disclosure further has the effect of providing an information processing device that makes it possible to make predictions about equipment failures using a model such as LLM, since the inquiry content is input in the form of text data.
• the present disclosure achieves the same effects as those described above by applying the above configuration to an information processing system, the above information processing method, or the above program.
• the configuration of the present disclosure can be applied to all of the embodiments of the present invention, and provides the same effects as those described above.
• Embodiment 7 In the previously described embodiments, a prediction model of a prediction model unit provided outside an information processing device is used to obtain a prediction result regarding a device failure. In contrast, in embodiment 7, a prediction model unit is provided inside an information processing device. In the already-described embodiments, a prediction result regarding an equipment failure is obtained using a trained prediction model that has been constructed through prior training. In contrast, embodiment 7 describes an example of a configuration that enables a prediction model to be further trained and constructed. Specifically, embodiment 7 describes a configuration in which a prediction model unit further trains a prediction model. In embodiment 7, among the components of embodiment 7, those components that are similar to the components of embodiment 1, embodiment 2, embodiment 3, embodiment 4, embodiment 5, or embodiment 6 that have already been described are given the same names and similar symbols (with some modifications), and duplicate explanations are omitted as appropriate.
• FIG. 15 is a diagram illustrating a configuration example of an information processing system 1 (1G) including an information processing device 100 (100G) according to the seventh embodiment of the present disclosure.
• the information processing system 1G shown in Figure 15 is composed of a first terminal (terminal of the person accepting the inquiry) 10 (10G), a second terminal (terminal of the person responding to the equipment at the site where the equipment is located) 20 (20G), and an information processing device 100G.
• the first terminal 10G is the terminal of the inquiry recipient, similar to any of the first terminals 10 (10A, 10B, 10C, 10D, 10E, 10F) already described.
• the second terminal 20G is a terminal for a responder who responds to the equipment at the site where the equipment is located.
• the information processing device 100G constructs at least one model of the prediction model 210G, the second prediction model 220G, or the third prediction model 230G, or all of the models, by training them using the prediction results output from each model and input data.
• the information processing device 100G is configured to include a control unit 110 (110G), a fault information acquisition unit 120 (120G), an inquiry information acquisition unit 130 (130G), a supplementary information acquisition unit 140 (140G), a communication unit 150 (150G), a field support information output unit 160 (160G), a reception support information output unit 170 (170G), a conversion unit 180 (180G), and a prediction model unit 200 (200G).
• control unit 110G failure information acquisition unit 120G, inquiry information acquisition unit 130G, supplementary information acquisition unit 140G, communication unit 150G, on-site support information output unit 160G, reception support information output unit 170G, and conversion unit 180G may have the same configuration as the components of the same names already described, and therefore detailed explanations will be omitted.
• the prediction model unit 200G has a prediction model.
• the prediction model unit 200G includes a prediction model 210 (210G), a second prediction model 220 (220G), and a third prediction model 230 (230G).
• Prediction model 210G, second prediction model 220G, and third prediction model 230G correspond to prediction models 210 (210A, 210B, 210C, 210D, 210E, 210F), second prediction model 220 (220D, 220E, 220F), and third prediction model 230 (230E, 230F), respectively, which have already been described.
• the prediction model unit 200G also has a function of learning using the inquiry information, the prediction results, and the actual response results (fault details or faulty parts) and constructing each prediction model. Note that although the prediction model unit 200G in this embodiment has the learning and construction functions, it may also not have the learning and construction functions.
• the information processing device 100G shown in Figure 15 shows an example of a configuration that includes all of the components described in the previous embodiments, but in this embodiment, it is sufficient if the information processing device includes a configuration that includes a prediction model unit within it, a configuration that enables further learning and construction of a prediction model, or both of these configurations, and the other components may include any one or a combination of the configurations shown in the above embodiments.
• FIG. 16 is a flowchart showing an example of processing by the information processing device 100 (100G) according to the seventh embodiment of the present disclosure.
• 16 is an information processing method by an information processing device.
• the computer can function as an information processing device.
• the information processing device 100G shown in FIG. 15 receives information from an external device, the information processing device 100G starts the process shown in FIG.
• the information processing device 100G executes input information acquisition processing (step ST7910).
• the prediction model unit 200G of the information processing device 100G acquires information input to the prediction model.
• the prediction model unit 200G acquires at least one type of information from among inquiry information, inquiry supplemental information, and on-site information as input information.
• the information processing device 100G executes a prediction result acquisition process (step ST7920).
• the prediction model unit 200G of the information processing device 100G acquires the prediction result output by the prediction model (at least one of the prediction model 210 (210G), the second prediction model 220 (220G), or the third prediction model 230 (230G)).
• information processing device 100G executes the learning process (step ST7930).
• the prediction model unit 200G of the information processing device 100G learns and constructs a prediction model using input information and prediction results.
• FIG. 17 is a diagram illustrating an example of information used for learning a prediction model in the information processing device of the present disclosure.
• the data used for learning the prediction model is, for example, the accumulated data 7000 shown in FIG.
• the accumulated data 7000 is, for example, data relating to past responses to equipment malfunctions, in which inquiry details, supplementary information, and faulty parts are associated with each other and accumulated.
• the inquiry content is, for example, the content of a voice call from a device user received by a call center.
• the “inquiry number” is information for identifying an inquiry, and is a serial number in FIG.
• the "product model name” is information that identifies the product, which is a device, and is information that is made up of a combination of alphanumeric characters.
• the "installation area” is information indicating the area where the device is installed. The installation area is useful information for improving the accuracy of inferences regarding device failures, for example, because there is a relationship between differences in climate and device failures.
• the "years of installation” is information indicating the number of years that have passed since the device was installed.
• the years of installation may be information expressed in terms of the year of installation.
• the "month of failure occurrence” is information indicating the month in which the failure occurred. The month of failure occurrence is useful information for improving the accuracy of inference regarding equipment failures, for example, because there is a relationship between the season and equipment failures.
• "Call content” is inquiry information and indicates the content of the inquiry.
• "Faulty part 1", ..., “Faulty part N (N ⁇ 1)” are information indicating parts that have actually failed or parts that have been determined to be faulty as a result of the response. Multiple inputs are possible because one part or multiple parts may be faulty for one piece of inquiry information.
• the information processing device 100G then terminates the processing shown in the figure.
• the present disclosure by using the content described in this embodiment, enables a predictive model to output prediction results with higher accuracy.
• This embodiment further shows an example of the following configuration.
• a prediction model unit having the prediction model Further provided with 1.
• An information processing device comprising:
• the present disclosure further has the effect of providing an information processing device that can continue to build the predictive model to be used, thereby enabling the accuracy of predictions regarding equipment failures to be improved.
• the present disclosure achieves the same effects as those described above by applying the above configuration to an information processing system, the above information processing method, or the above program.
• the configuration of the present disclosure can be applied to all of the embodiments of the present invention, and provides the same effects as those described above.
• This embodiment further shows an example of the following configuration.
• the prediction model unit performing learning using the query information and the prediction results to construct the prediction model; 1.
• An information processing device comprising: As a result, the present disclosure further has the effect of providing an information processing device that can continue to build the predictive model to be used, thereby enabling the accuracy of predictions regarding equipment failures to be improved. Furthermore, the present disclosure achieves the same effects as those described above by applying the above configuration to an information processing system, the above information processing method, or the above program. Furthermore, the configuration of the present disclosure can be applied to all of the embodiments of the present invention, and provides the same effects as those described above.
• FIG. 18 is a diagram illustrating a first example of a hardware configuration for realizing the functions according to the configuration of the present disclosure.
• FIG. 19 is a diagram illustrating a second example of a hardware configuration for realizing the functions according to the configuration of the present disclosure.
• Each of the information processing devices 100 (100A, 100B, 100C, 100D, 100E, 100F, and 100G) disclosed herein is realized by hardware such as that shown in FIG. 18 or FIG. 19 .
• each of the information processing devices 100 includes, for example, a processor 10001, a memory 10002, an input/output interface 10003, and a communication circuit 10004.
• the processor 10001 and the memory 10002 are, for example, installed in a computer.
• the functions of the present disclosure are realized by software, firmware, or a combination of software and firmware.
• the software or firmware is written as a program and stored in the memory 10002.
• the memory 10002 stores the computer, which includes a control unit 110 (110A, 110B, 110C, 110D, 110E, 110F, 110G), a fault information acquisition unit 120 (120A, 120B, 120C, 120D, 120E, 120F, 120G), an inquiry information acquisition unit 130 (130B, 130C, 130D, 130E, 130F, 130G), a supplemental information acquisition unit 140 (140B, 140C, 140D, 140E, 140F, 140G), a fault information acquisition unit 120 (120A, 120B, 120C, 120D, 120E, 120F, 120G), a fault ...
• a control unit 110 110A, 110B, 110C, 110D, 110E, 110F, 110G
• a fault information acquisition unit 120 120A, 120B, 120C, 120D, 120E, 120F, 120G
• an inquiry information acquisition unit 130 130B, 130C, 130D, 130E, 130F, 130G
• a supplemental information acquisition unit 140 140B, 140C, 140D, 140E
• fault information acquisition unit 140 (140B, 140C, 140D, 140E, 140F, 140G), a fault information acquisition unit 140 (140B, 140C ), a communication unit 150 (150C, 150D, 150E, 150F, 150G), a field support information output unit 160 (160D, 160E, 160F, 160G), a reception support information output unit 170 (170E, 170F, 170G), a conversion unit 180 (180F, 180G), a prediction model unit 200 (200A, 200B, 200C, 200D, 200E, 200F, 200G), and a program for functioning as an overall control unit (not shown) are stored.
• the processor 10001 reads and executes the program stored in the memory 10002, whereby the control unit 110 (110A, 110B, 110C, 110D, 110E, 110F, 110G), the fault information acquisition unit 120 (120A, 120B, 120C, 120D, 120E, 120F, 120G), the inquiry information acquisition unit 130 (130B, 130C, 130D, 130E, 130F, 130G), the supplemental information acquisition unit 140 (140B, 140C, 140F, 14 ...
• supplemental information acquisition unit 140 (140B, 140C, 140F, 140G), the fault information acquisition unit 120 (120A, 120B, 120C, 120D, 120E, 120F, 120G), the supplemental information acquisition unit 140 (140B, 140C, 140F, 140G), the fault information acquisition
• the functions of the communication unit 150 (150C, 150D, 150E, 150F, 150G), part of the on-site support information output unit 160 (160D, 160E, 160F, 160G), the reception support information output unit 170 (170E, 170F, 170G), the conversion unit 180 (180F, 180G), the prediction model unit 200 (200A, 200B, 200C, 200D, 200E, 200F, 200G), and an overall control unit (not shown) are realized.
• the program causes a computer to execute the procedures or methods of the above-mentioned components.
• a storage unit (not shown) is realized by the memory 10002 or another memory (not shown).
• the memory 10002 or another memory holds data that realizes the prediction models 210 (210A, 210B, 210C, 210D, 210E, 210F, 210G), the second prediction models 220 (220D, 220E, 220F, 220G), and the third prediction models 230 (230E, 230F, 230G).
• the communication circuit 10004 realizes a communication unit (not shown) and part of the communication unit 150 (150C, 150D, 150E, 150F, 150G).
• the processor 10001 is, for example, a CPU (Central Processing Unit), a GPU (Graphics Processing Unit), a microprocessor, a microcontroller, or a DSP (Digital Signal Processor).
• the memory 10002 may be a non-volatile or volatile semiconductor memory such as RAM (Random Access Memory), ROM (Read Only Memory), EPROM (Erasable Programmable ROM), EEPROM (Electrically Erasable Programmable Read Only Memory) or flash memory, or may be a magnetic disk such as a hard disk or flexible disk, or may be an optical disk such as a CD (Compact Disc) or DVD (Digital Versatile Disc), or may be a magneto-optical disk.
• RAM Random Access Memory
• ROM Read Only Memory
• EPROM Erasable Programmable ROM
• EEPROM Electrical Erasable Programmable Read Only Memory
• flash memory or may be a magnetic disk such as a hard disk or flexible disk, or may be an optical disk such as a CD (Compact Disc
• the processor 10001 and the memory 10002 or the communication circuit 10004 are connected in a state where they can transmit data to each other.
• the processor 10001, the memory 10002, and the communication circuit 10004 are also connected in a state where they can transmit data to other hardware via the input/output interface 10003.
• the control unit 110 (110A, 110B, 110C, 110D, 110E, 110F, 110G), the fault information acquisition unit 120 (120A, 120B, 120C, 120D, 120E, 120F, 120G), the inquiry information acquisition unit 130 (130B, 130C, 130D, 130E, 130F, 130G), the supplemental information acquisition unit 140 (140B, 140C, 140D, 140E, 140F, 140G), 40G), part of the communication unit 150 (150C, 150D, 150E, 150F, 150G), the on-site support information output unit 160 (160D, 160E, 160F, 160G), the reception support information output unit 170 (170E, 170F, 170G), the conversion unit 180 (180F, 180G), the prediction model unit 200 (200A, 200B, 200C, 200D, 200E, 200F, 200G), and the functions of the overall control unit (not shown) may be realized
• the processing circuit 20001 may be, for example, a single circuit, a composite circuit, a programmed processor, a parallel programmed processor, an ASIC (Application Specific Integrated Circuit), a PLD (Programmable Logic Device), an FPGA (Field-Programmable Gate Array), a SoC (System-on-a-Chip), or a system LSI (Large-Scale Integration), or may be a combination of these.
• a storage unit (not shown) is realized by the memory 20002 or another memory (not shown).
• the memory 20002 or another memory holds data that realizes the prediction models 210 (210A, 210B, 210C, 210D, 210E, 210F, 210G), the second prediction models 220 (220D, 220E, 220F, 220G), and the third prediction models 230 (230E, 230F, 230G).
• the memory 20002 may be a non-volatile or volatile semiconductor memory such as RAM (Random Access Memory), ROM (Read Only Memory), EPROM (Erasable Programmable ROM), EEPROM (Electrically Erasable Programmable Read Only Memory), or flash memory, or may be a magnetic disk such as a hard disk or flexible disk, or may be an optical disk such as a CD (Compact Disc) or DVD (Digital Versatile Disc), or may be a magneto-optical disk.
• the communication circuit 20004 realizes a communication unit (not shown) and part of the communication unit 150 (150C, 150D, 150E, 150F, 150G).
• the processing circuit 20001 and the memory 20002 or the communication circuit 20004 are connected in a state where they can transmit data to each other.
• the processing circuit 20001, the memory 20002, and the communication circuit 20004 are connected in a state where they can transmit data to other hardware via the input/output interface 20003.
• the control unit 110 (110A, 110B, 110C, 110D, 110E, 110F, 110G), the fault information acquisition unit 120 (120A, 120B, 120C, 120D, 120E, 120F, 120G), the inquiry information acquisition unit 130 (130B, 130C, 130D, 130E, 130F, 130G), the supplemental information acquisition unit 140 (140B, 140C, 140D, 140E, 140F), , 140G), part of the communication unit 150 (150C, 150D, 150E, 150F, 150G), the on-site support information output unit 160 (160D, 160E, 160F, 160G), the reception support information output unit 170 (170E, 170F, 170G), the conversion unit 180 (180F, 180G), the prediction model unit 200 (200A, 200B, 200C, 200D, 200E, 200F, 200G), and the functions of the overall control unit (not shown) may be realized
• the control unit 110 (110A, 110B, 110C, 110D, 110E, 110F, 110G), the fault information acquisition unit 120 (120A, 120B, 120C, 120D, 120E, 120F, 120G), the inquiry information acquisition unit 130 (130B, 130C, 130D, 130E, 130F, 130G), the supplemental information acquisition unit 140 (140B, 140C, 140D, 140E, 140F, 140G), the communication unit 150 (150).
• the functions of some of the on-site support information output units 160 160D, 160E, 160F, 160G), the reception support information output units 170 (170E, 170F, 170G), the conversion units 180 (180F, 180G), the prediction model units 200 (200A, 200B, 200C, 200D, 200E, 200F, 200G), and the overall control unit (not shown) may be realized by the processor 10001 and the memory 10002, and the remaining functions may be realized by the processor 10001 and the memory 10002, and the remaining functions may be realized by the processor 10001 and the memory 10002,
• This disclosure can provide more accurate support for responding to malfunctions occurring in equipment than conventional methods, and is therefore suitable for use in information processing devices that support responders who go to the site where the equipment is located to respond to the equipment.
• Information processing system 10 (10A, 10B, 10C, 10D, 10E, 10F, 10G) First terminal (terminal of the person who receives the inquiry), 20 (20A, 20B, 20C, 20D, 20E, 20F, 20G) Second terminal (terminal of the person who responds to the equipment at the site where the equipment is located), 100 (100A, 100B, 100C, 100D, 100E, 100F, 100G) Information processing system 110 (110A, 110B, 110C, 110D, 110E, 110F, 110G) control unit, 120 (120A, 120B, 120C, 120D, 120E, 120F, 120G) fault information acquisition unit, 130 (130B, 130C, 130D, 130E, 130F, 130G) inquiry information acquisition unit, 140 (140B, 140C, 140D, 140E, 140F, 140G) supplementary information acquisition unit, 150 (150C, 150D, 150E, 150F, 150G)

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