Repair support system, repair support method, and computer program

Abstract

To provide a repair support system which automatically collects repair execution information, when executing repair work.SOLUTION: A repair support system includes an MFP as an image forming device, a repair support server and a mobile terminal of a client which are connected through a network. The repair support server comprises: a repair point estimate unit which estimates a repair point of the MFP based on an apparatus condition transmitted from the MFP; a repair point information providing unit which generates repair point information by the repair point estimate unit to provide the information for a mobile terminal; and an interaction interface providing unit which provides an interaction interface for supporting repair of the MFP. The mobile terminal comprises: an interaction unit for interacting with the interaction interface; and a display unit which displays interaction information provided by the interaction interface in conjunction with user operation of the mobile terminal. The repair support server generates repair execution information related to repair work of the MFP on the basis of input information from the MFP or the mobile terminal.SELECTED DRAWING: Figure 3

Description

[Technical field]

[0001] The present invention relates to a repair support system, a repair support method, and a computer program for an image forming apparatus. [Background technology]

[0002] Generally, manufacturers' websites provide web manuals for consumers and repair support services using chatbots for the purpose of recovering products and diagnosing malfunctions. On the other hand, there are repair support services for repair technicians who are dispatched to the site when a malfunction occurs in a product used by the manufacturer's customers.

[0003] For example, in order to maintain printers used by customers, there is a system in place that collects data such as device status and events sent from the printer, and monitors the operating status, etc. from a dedicated application or web browser on a PC or smartphone.

[0004] Within this system, there is a repair support service that collects abnormal status alerts sent from the printer, estimates the parts that need to be repaired based on the content of the alert, and presents the repair parts and procedures to the repair worker.

[0005] In this type of repair support service, a trained model is generated to estimate repair locations for a target alert from past repair implementation information, and candidate repair locations are presented to the repair worker by making estimations using the trained model.

[0006] In the case of repair support services using machine learning, repair execution information such as the tasks performed by repair workers and the work time required to improve the accuracy of estimating repair locations is collected and used as learning data to generate a trained model. [Prior art documents] [Patent documents]

[0007] [Patent Document 1] Patent Publication No. 2021-12521 Summary of the Invention [Problem to be solved by the invention]

[0008] By improving the estimation accuracy of the trained model described above, it becomes easier to identify the repair content for the target alert and predict the repair time. This reduces the time required for the repair work itself and makes it easier to plan the allocation of repair workers to be dispatched to the site, resulting in improved efficiency of the entire repair work.

[0009] In order to improve the estimation accuracy of the trained model, it is necessary to collect more and more accurate repair implementation information to be used as learning data.One possible method of collecting repair implementation information is to have the repair worker enter the work actually performed and the work time into an input form of an application provided by the repair support service after the repair work is completed, and then provide feedback.

[0010] In this case, if the repair implementation information is entered manually by the repair worker, there is a possibility that the work performed will be omitted or the work time will be entered based on the worker's perception of time, so it is not necessarily possible to collect repair implementation information that reflects the actual situation.

[0011] Here, there is a technology that assists input into an input form on a web page, as described in Patent Document 1. This technology assists input into the input form by interactively answering questions from a chatbot.

[0012] Since the user interactively inputs information through chat, it is possible to input all necessary information without missing anything. However, since manual input of repair implementation information may result in input errors, and the work time depends on the worker's sense of time, even when the mechanism of Patent Document 1 is used, it is not necessarily possible to input highly accurate repair implementation information.

[0013] The present invention has been made to solve the above-mentioned problems, and has an object to provide a repair support system that automatically collects repair implementation information when repair work is carried out. [Means for solving the problem]

[0014] A repair support system including an image forming apparatus, a repair support server, and a client terminal, the repair support server includes a repair part estimation unit that estimates a repair part of the image forming apparatus based on a device status transmitted from the image forming apparatus; a repair location information providing unit that generates repair location information by the repair location estimation unit and provides the repair location information to the client terminal; an interaction interface providing unit that provides an interaction interface for assisting in repairing the image forming apparatus; The client terminal includes: a dialogue unit for interacting with the dialogue interface; a display unit that displays dialogue information provided by the dialogue interface in response to a user operation of the client terminal; The repair support system is characterized in that the repair support server includes a repair implementation information generating unit that generates repair implementation information regarding repair work for the image forming apparatus based on input information from the image forming apparatus or the client terminal. Effect of the Invention

[0015] According to the present invention, it is possible to realize a repair support system that automatically collects repair implementation information when repair work is carried out. [Brief description of the drawings]

[0016] [Figure 1] 1 is a diagram illustrating an example of the configuration of a repair support system according to a first embodiment of the present invention. [Diagram 2] 1A and 1B are diagrams illustrating an example of a hardware configuration according to a first embodiment of the present invention. [Diagram 3]FIG. 2 is a diagram illustrating an example of a software configuration according to the first embodiment of the present invention. [Figure 4] FIG. 4 is a sequence diagram showing a processing example in the first embodiment. [Diagram 5] 11 is a diagram showing an example of a UI at the start of using the repair support service according to the first embodiment. FIG. [Figure 6] 13 is a diagram showing a continuation of an example of a UI at the start of use of the repair support service according to the first embodiment. FIG. [Figure 7] 4 is a diagram showing an example of a UI during use of the repair support service according to the first embodiment. FIG. [Figure 8] 13 is a diagram showing a continuation example of a UI during use of the repair support service according to the first embodiment. FIG. [Figure 9] 13 is a diagram showing a further example of a UI during use of the repair support service according to the first embodiment. FIG. [Figure 10] FIG. 4 is a diagram for explaining a method for generating repair implementation information according to the first embodiment. [Figure 11] FIG. 11 is a diagram showing an example of a chat message in the second embodiment. [Figure 12] FIG. 13 is a diagram showing an example of a continuation of a chat message in the second embodiment. [Figure 13] FIG. 13 is a diagram showing a further example of a chat message in the second embodiment. [Figure 14] FIG. 13 is a diagram showing a further subsequent example of chat messages in the second embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0017] Hereinafter, an embodiment of the present invention will be described with reference to the drawings. However, the present invention is not limited to the following embodiment. In each drawing, the same members or elements are given the same reference numerals, and duplicated descriptions are omitted or simplified. <Embodiment 1>

[0018] Fig. 1 is a diagram showing an example of the configuration of a repair support system according to the first embodiment of the present invention. In Fig. 1, a repair support server 131, a mobile terminal 151, and an MFP (Multi Function Peripheral) 171 are connected via networks 111 to 115. As described above, the repair support system according to the first embodiment includes the MFP 171 as an image forming apparatus, the repair support server 131, and the mobile terminal 151 as a client terminal.

[0019] The networks 111 to 115 are so-called communication networks realized by, for example, a LAN such as the Internet, a WAN, a telephone line, a dedicated digital line, an ATM or frame relay line, a cable television line, a wireless line for data broadcasting, or the like.

[0020] Any network may be used as the networks 111 to 115 as long as it is capable of transmitting and receiving data. In this embodiment, the network 111 is the Internet, and the networks 113 and 115 are wired or wireless LANs set up on the Internet or in general household or company networks.

[0021] The repair support server 131 is a server for providing a repair support system by communicating with the mobile terminal 151 and the MFP 171, and is constructed using a server computer. Alternatively, it can be constructed by adopting a cloud computing technology or the like.

[0022] The functions of the repair support server 131 described in this embodiment may be realized by a single server or a single virtual server, or may be realized by multiple servers or multiple virtual servers, or multiple virtual servers may be executed on a single server.

[0023] The mobile terminal 151 is a mobile terminal having an execution environment for various programs built in, such as a smartphone, a tablet, or a notebook PC (Personal Computer). The mobile terminal 151 has a function of displaying a UI (User Interface) of the repair support system provided by the repair support server 131, accepting operations from a user, and transmitting the operations to the repair support server 131.

[0024] The MFP 171 is a multi-function peripheral device, such as an image forming device equipped with a scanner, printer, FAX, communication function, etc. The MFP 171 has a function of detecting its own device status and external events (e.g., part replacement and abnormality alerts inside the device) and transmitting them to the repair support server 131.

[0025] 2A and 2B are diagrams showing an example of a hardware configuration according to the first embodiment of the present invention, and show an example of the hardware configuration of a repair support server 131 and an information processing device such as a mobile terminal 151 and an MFP 171.

[0026] 2A is a diagram showing the hardware configuration of the repair support server 131 and the mobile terminal 151. A system bus 212 controls the flow of data within the device. A CPU (Central Processing Unit) 214 as a computer controls the entire device.

[0027] The CPU 214 executes application programs, the OS, and the like stored in the HDD / SSD 222, and performs control to temporarily store information, files, and the like required for executing the programs in the RAM 218.

[0028] A GPU (Graphics Processing Unit) 216 mainly performs calculations required for displaying images and videos. A RAM 218 is a temporary storage means, and functions as a main memory, a work area, etc. for the CPU 214 and the GPU 216.

[0029] A ROM (Read Only Memory) 220 is a storage means, and stores various data such as basic I / O programs etc. A HDD (Hard Disk Drive) / SSD (Solid State Drive) 222 is one of external storage means.

[0030] The HDD / SSD 222 functions as a large-capacity memory and stores application programs such as a Web browser, programs for a group of service servers, an OS, related programs, etc. A NIC (Network Interface Card) 224 exchanges data with external devices via the NIC 224 and networks 111 to 115.

[0031] The camera 226 is an out-camera that captures images of the surroundings or an in-camera that captures images of the user in the mobile terminal 151. By analyzing the two-dimensional code captured by the camera 226 with an application program stored in the HDD / SSD 222, it is also possible to access a website or start a specific application.

[0032] The display 228 is a display means, and displays information necessary for operating the UI provided by the repair support server 131. The display 228 may also be a device having a function of receiving operation instructions from a user, such as a touch panel.

[0033] The proximity communication I / F 230 is a network I / F for proximity communication such as NFC or BlueTooth (registered trademark). By using the proximity communication I / F 230, data can be transmitted and received between each information processing device. The input / output I / F 232 is an interface for controlling input / output with an external device, and controls input / output devices such as a mouse and a keyboard connected to the input / output I / F 232, for example.

[0034] 2B is a diagram showing the hardware configuration of the MFP 171, showing an example of an image forming apparatus. A CPU 254 reads a program stored in a ROM 258 and controls the entire apparatus via an internal bus 252.

[0035] The RAM 256 functions as a memory and a work area for the CPU 254. The HDD / SSD 260 is a storage device that stores various data. The NIC 262 exchanges data with an external network device in one direction or two directions.

[0036] Print control unit 264 is a control unit for controlling print unit 266, and issues print (print) instructions to print unit 266 based on each control command in MFP 171. Print unit 266 executes printing based on the command from print control unit 264.

[0037] The input / output device 270 indicates a plurality of components responsible for input / output in the MFP 171. Specifically, it accepts input (such as a button input) from the user and transmits a signal corresponding to the input to each of the processing units described above via the input / output I / F 268.

[0038] In addition, a display device (such as a touch panel) for providing necessary information to a user and accepting user operations is also included in the input / output device 270. Furthermore, the input / output device 270 may also include a scanning device for reading an original and accepting electronic data as input, and a sensor for detecting the remaining amount and replacement of parts and consumables.

[0039] The above-described configuration of the information processing device is an example, and is not limited to the configuration example in Fig. 2. For example, the storage destination of data and programs can be changed to each RAM, ROM, HDD / SSD, etc. shown in Fig. 2(A) and Fig. 2(B) depending on the characteristics of the data and programs.

[0040] In addition, processing in the software configuration shown in Figure 3 is realized by each CPU and GPU shown in Figures 2(A) and 2(B) executing processing based on the programs stored in each HDD / SSD.

[0041] FIG. 3 is a diagram showing an example of a software configuration according to the first embodiment of the present invention, and explains the software configuration (functional blocks) of the repair support server 131, the mobile terminal 151, and the MFP 171, which extracts functions related to this embodiment.

[0042] Some of the functional blocks shown in FIG. 3 are realized by causing a CPU serving as a computer included in the repair support server 131, the mobile terminal 151, and the MFP 171 to execute a computer program stored in a memory serving as a storage medium.

[0043] However, some or all of these may be realized by hardware. For the hardware, a dedicated circuit (ASIC) or a processor (reconfigurable processor, DSP) may be used. Furthermore, the functional blocks shown in Fig. 3 do not have to be built into the same housing, and may be configured by separate devices connected to each other via signal paths.

[0044] The mobile terminal 151 includes a display unit 311, an image capture control unit 313, a login unit 315, a content acquisition unit 317, a repair information acquisition unit 319, a message acquisition unit 321, and an operation information transmission unit 323. The display unit 311 is a software module for displaying a UI of the repair support service provided by the repair support server 131 on the display 228.

[0045] In this embodiment, the repair support service provided by the repair support server 131 is provided as a Web application, and the display unit 311 displays the UI of the repair support service on a Web browser. However, the repair support service may be provided as a dedicated application instead of a Web browser.

[0046] A display example of the UI for the repair support service will be described later. The photography control unit 313 is a software module that instructs the camera 226 to start up the camera and take a picture. The photography control unit 313 also has a function of analyzing the two-dimensional code read by the camera 226 and accessing a website from a Uniform Resource Locator (URL) included in the two-dimensional code.

[0047] In this embodiment, the description will be given by taking as an example a method of starting use of the repair support service by reading a two-dimensional code with the camera 226. The login unit 315 transmits to the login processing unit 343 a user name and a password that are input via the touch panel of the display 228 or an input device connected to the input / output I / F 232.

[0048] The authentication method for the repair support server 131 may be face authentication using a face image captured by the camera 226, iris authentication using the iris, or biometric authentication such as fingerprint authentication using a fingerprint sensor connected to the input / output I / F 232. Furthermore, one-time login information may be embedded in the two-dimensional code described above, and an authentication method that does not require a special login operation for authentication for the repair support server 131 may also be used.

[0049] The content acquisition unit 317 is a software module for acquiring Web content that constitutes a Web application from the content providing unit 345. The Web content is, for example, HTML (Hyper Text Markup Language), JavaScript (registered trademark), CSS (Cascading Style Sheets), or the like.

[0050] Repair information acquisition unit 319 is a software module for acquiring repair information of MFP 171 from repair information provision unit 347. In this embodiment, repair part candidates according to the model of MFP 171, the time required for repair, a work manual, and the like are referred to as repair information, and the work actually performed by the repair worker, the time required for the work, success or failure of recovery, and the like are referred to as repair implementation information.

[0051] The message acquisition unit 321 is a software module for acquiring a navigation message for repair support from the message provision unit 349. The operation information transmission unit 323 is a software module for transmitting operation information by a repair worker, such as pressing a button on a UI of the repair support service, to the operation information reception unit 351.

[0052] The repair support server 131 includes a login processing unit 343 , a content providing unit 345 , a repair information providing unit 347 , a message providing unit 349 , a message generating unit 350 , an operation information receiving unit 351 , and an operation information storage unit 352 .

[0053] The repair support server 131 further includes a repair implementation information generation unit 353, a repair implementation information storage unit 355, a learning model generation unit 357, a learned model 359, an equipment status receiving unit 361, an equipment status storage unit 362, and a repair information storage unit 363.

[0054] User management unit 341 manages user information and login information. Login processing unit 343 accepts a login request from login unit 315, collates the request with information from user management unit 341, and returns the login processing result to login unit 315. Table 1 below shows an example of data (user management table) managed by user management unit 341.

[0055] [Table 1]

[0056] The user ID column is an ID that uniquely identifies a user. The password column is a basic authentication password used when logging in with the user ID. The login processing unit 343 checks the combination of user ID and password included in the login request from the login unit 315 against Table 1, and if they match, returns the login result to the login unit 315 as successful.

[0057] The login status column indicates the login status of the user, with "on" indicating a logged-in status and "off" indicating a logged-out status. The login expiration column indicates the expiration date of the authentication status of the logged-in user.

[0058] The content providing unit 345 is a software module for providing various contents constituting a Web application in response to a request from the content acquiring unit 317. The repair information providing unit 347 is a software module for providing repair information of the MFP 171 to the repair information acquiring unit 319, and functions as a repair part information providing unit that generates repair part information by a repair part estimation unit and provides the information to the client terminal.

[0059] The repair information providing unit 347 retrieves repair information corresponding to the model of the MFP 171 to be repaired from the repair information storage unit 363 described later, and returns it to the repair information acquiring unit 319. The message providing unit 349 is a software module that provides a navigation message for repair assistance in response to a message acquisition request from the message acquiring unit 321.

[0060] The message generating unit 350 is a software module for generating a message to be returned as a response by the message providing unit 349 or the operation information receiving unit 351. The message generating unit 350 generates a message in response to an operation of a repair technician operating the mobile terminal 151, an event from the MFP 171, the passage of time, or the like.

[0061] Here, the content providing unit 345, the message providing unit 349, and the operation information receiving unit 351 function as an interaction interface providing unit that provides an interaction interface for supporting repair of the image forming apparatus. Also, the content acquiring unit 317, the message acquiring unit 321, and the operation information transmitting unit 323 function as an interaction unit for interacting with the interaction interface.

[0062] The operation information receiving unit 351 is a software module for receiving operation information of the repair worker who operates the mobile terminal 151, which is transmitted from the operation information transmitting unit 323. Upon receiving the operation information, the operation information receiving unit 351 stores the operation information in the operation information storage unit 352, instructs the message generating unit 350 to generate a message according to the operation information, and returns the message to the operation information transmitting unit 323 as a response.

[0063] The operation information storage unit 352 is a software module for storing the operation information received by the operation information receiving unit 351, and includes software such as a database management system. In the repair support service of this embodiment, a chat field is provided on the screen of the repair support service, and the UI is such that a message for navigating a repair worker is posted from a chat bot to the chat field.

[0064] That is, messages periodically acquired by the message acquisition unit 321 and messages acquired by the operation information transmission unit 323 in response to the operation of the repair worker are displayed as navigation messages in a chat field arranged by the display unit 311 as a UI for the repair support service.

[0065] That is, the display unit 311 displays the dialogue information provided by the dialogue interface in conjunction with the user operation of the client terminal. This makes it possible to realize a UI in which a chatbot navigates the repair work in conjunction with the operation of the repair worker operating the mobile terminal 151.

[0066] An example of a UI for the operation of the repair worker and the chatbot will be described later. The repair execution information generating unit 353 is a software module for generating information that serves as the basis of learning data by linking the repair execution information, such as the work and the work time actually performed by the repair worker using this repair support service, to the alert sent by the MFP 171.

[0067] The repair execution information generated by the repair execution information generation unit 353 is generated based on the operation information stored in the operation information storage unit 352 and the equipment status stored in the equipment status storage unit 362. The repair execution information generation unit 353 is a feature of this embodiment, and generates repair execution information that serves as the basis of learning data for generating the trained model 359.

[0068] A method for generating repair execution information by the repair execution information generating unit 353 will be described later. The repair execution information storage unit 355 is a software module for storing the repair execution information generated by the repair execution information generating unit 353 in the storage device shown in Fig. 2(A), and includes software such as a database management system.

[0069] The learning model generation unit 357 is a software module for generating a learned model 359, and generates the learned model 359 by learning using learning data generated based on the repair implementation information stored in the repair implementation information storage unit 355.

[0070] The trained model 359 is a trained model generated by the trained model generation unit 357, and estimates repair information of the MFP 171. The training method used by the trained model generation unit 357 is not particularly limited, and any known training method may be used.

[0071] Examples of the learning method include the nearest neighbor method, the naive Bayes method, decision trees, and support vector machines. Also included is deep learning, which uses a neural network to generate features and connection weighting coefficients for learning. Any of the above algorithms that can be used can be used as appropriate and applied to this embodiment.

[0072] In addition, the learning model generation unit 357 may be implemented with a mechanism for automatically re-learning based on conditions such as the amount and period of repair implementation information stored in the repair implementation information storage unit 355, and replacing the existing trained model 359 with the new model.

[0073] Furthermore, the repair implementation information storage unit 355, the learning model generation unit 357, and the learned model 359 do not necessarily need to be included in the repair support server 131, and may be configured with their functions separated, for example, by being deployed in an external server and called from the repair support server 131.

[0074] Device status receiving unit 361 is a software module for receiving the device status of MFP 171 transmitted from device status transmitting unit 385 of MFP 171. Device status storing unit 362 is a software module for storing the device status of MFP 171 received by device status receiving unit 361 in the storage device shown in Fig. 2(A), and includes software such as a database management system.

[0075] The repair information storage unit 363 is a software module for storing repair information and data related to the repair information in the storage device shown in FIG. 2(A), and includes software such as a database management system.

[0076] The device status receiving unit 361 stores the device status of the MFP 171 transmitted from the device status transmitting unit 385 in the device status storage unit 362, and also generates repair information by having the trained model 359 estimate the device status as input data, and stores the repair information in the repair information storage unit 363.

[0077] Moreover, the repair information storage unit 363 stores master data such as the model number, model information, and alerts necessary for providing repair support services to the mobile terminal 151, as well as data and files constituting repair information, such as each alert and a work manual for each model.

[0078] The MFP 171 includes a display unit 381, a device status generating unit 383, and a device status transmitting unit 385. That is, the image forming apparatus includes the device status transmitting unit 385 as a status information transmitting unit that transmits the device status to the repair support server. The MFP 171 includes a print function, a scan function, and the like as described in the hardware configuration of Fig. 2(B), and also includes software for implementing these functions.

[0079] The display unit 381 is a software module for displaying information such as the UI of the functions of the MFP 171 and the device status on the input / output device 270 (such as a touch panel). The device status generation unit 383 is a software module for detecting the state, change, or abnormality in the MFP 171 and generating the device status as described above.

[0080] Examples of device status generated by the device status generation unit 383 include alert information indicating the status of the MFP 171, such as a component failure, a low level of consumables, or an abnormality within the housing, as well as a machine number (serial number) and model name (model ID) indicating the attributes of the MFP 171.

[0081] The device status sending unit 385 is a software module for sending the device status generated by the device status generating unit 383 to the device status receiving unit 361.

[0082] There is no particular limit to the timing at which the device status transmitting unit 385 transmits the device status to the device status receiving unit 361, and for example, the device status may be transmitted periodically or each time the device status is generated. Here, examples of data stored in the repair information storage unit 363 are shown in the following Tables 2 to 5.

[0083] [Table 2]

[0084] Table 2 is a model number master table for linking attribute information such as the individual MFP 171 with the model of the MFP 171. The serial number column indicates a serial number for uniquely identifying the MFP 171. The model ID column indicates an ID for identifying the model of the MFP 171.

[0085] [Table 3]

[0086] Table 3 is a repair work master table, which is a table for managing repair work to be performed for each model ID and alert code. The work ID column indicates a unique work ID for identifying the repair work to be performed for each model ID and alert code.

[0087] In this embodiment, in addition to estimating the time required for each repair task, we also want to estimate the time required for all repair tasks for the target alert code. Therefore, Table 3 includes a row for a dummy task (a row with task ID work00099) that represents the total time for all repair tasks.

[0088] The model ID column is the same as the model ID column in Table 2. The alert code column indicates a code for identifying an alert that has occurred in the MFP 171. The repair location column indicates the repair part of the MFP 171 that is the target of repair. The replacement column, cleaning column, and adjustment column each indicate what work should be performed for the repair part listed in the repair location column; "TRUE" indicates that the work should be performed, and "FALSE" indicates that the work should not be performed.

[0089] [Table 4]

[0090] Table 4 is an alert history table, which is registered when the device status receiving unit 361 receives the device status of the MFP 171 from the device status transmitting unit 385. The alert history ID column indicates a unique ID that is assigned each time an alert is registered and is used to identify the history of the alert that has occurred.

[0091] The serial number column is the same as the serial number column in Table 2. The alert code column is the same as the alert code column in Table 3. The occurrence time column indicates the time when an alert occurred, and registers the time when the device status generation unit 383 generated the device status or the time when the device status reception unit 361 received the device status from the device status transmission unit 385. The time when it is registered differs depending on the requirements and design of the system, and is not particularly limited in this embodiment.

[0092] [Table 5]

[0093] Table 5 is a repair part estimation result table, which stores the estimation results obtained by having trained model 359 estimate based on information included in the device status of MFP 171 received by device status receiving unit 361 from device status transmitting unit 385. Trained model 359 functions as a repair part estimation unit that estimates repair parts of the image forming device based on the device status transmitted from the image forming device.

[0094] Based on the information in this repair location estimation result table, the repair information providing unit 347 returns repair information to the repair information acquiring unit 319. The alert history ID column is the same as the alert history ID column in Table 4.

[0095] The work ID column is the same as the work ID column in Table 3. The device status receiving unit 361 identifies the model ID, the alert code, and the like by referring to each table from the alert history ID, and acquires candidates for repair work by having the trained model 359 make estimations using these as input data.

[0096] Then, the device status receiving unit 361 associates the acquired repair work candidates with the work ID, probability, accuracy, and time, and stores them in the repair information storage unit 363 as shown in the example of Table 5. The probability column indicates the probability that the work is necessary to resolve the alert.

[0097] The accuracy column indicates the estimation accuracy by the trained model 359, and the accuracy is low when the number of training data samples is small. Therefore, even if the probability is high, if the accuracy is low, it is possible that the training data is biased, so it is desirable that both the probability and accuracy are high.

[0098] The time column indicates the estimated time required to complete the task. The higher the probability and accuracy of these estimation results, the better, so the learning model generation unit 357 uses the repair implementation information actually performed by the repair worker as learning data to generate a trained model 359 with high estimation accuracy.

[0099] Next, an example of a usage flow and UI of the repair support service in this embodiment, and a method of collecting repair implementation information, which is the object of this embodiment, will be described with reference to Figures 4, 5, 6, and 7. Figure 4 is a sequence diagram showing a processing example in the first embodiment.

[0100] The operations of the steps in the sequence diagram of FIG. 4 are sequentially performed by causing a CPU serving as a computer included in the repair support server 131, the mobile terminal 151, and the MFP 171 to execute a computer program stored in a memory serving as a storage medium.

[0101] Fig. 5 is a diagram showing an example of a UI at the start of use of the repair support service according to embodiment 1. Fig. 6 is a diagram showing a subsequent example of a UI at the start of use of the repair support service according to embodiment 1. Fig. 7 is a diagram showing an example of a UI during use of the repair support service according to embodiment 1.

[0102] Fig. 8 is a diagram showing a subsequent example of a UI during use of the repair support service according to embodiment 1. Fig. 9 is a diagram showing a further subsequent example of a UI during use of the repair support service according to embodiment 1.

[0103] First, in step S412, device status transmission unit 385 transmits the device status of MFP 171, including an alert, to device status reception unit 361. In step S416, device status reception unit 361 returns to device status transmission unit 385 a message indicating that the device status has been received.

[0104] In step S420, device status receiving unit 361 generates repair information by having trained model 359 estimate the device status received in step S412. After step S420, the repair worker carries mobile terminal 151 and is about to perform repair work on MFP 171, which is the target of repair.

[0105] Now let us turn to Fig. 5. Reference numeral 512 denotes a screen that display unit 381 displays on input / output device 270 of MFP 171, showing a service mode menu that can be viewed by a repair technician. Reference numeral 514 denotes alert information, and screen 512 displays the serial number, alert code, and time of occurrence, which corresponds to the data managed in the alert history table of Table 4.

[0106] Reference numeral 516 denotes a submenu for referring to various device states of the MFP 171, and screen 512 shows a state in which the alert submenu is selected. Reference numeral 518 denotes a two-dimensional code for accessing a repair support service, and by reading two-dimensional code 518 via camera 226 of mobile terminal 151, imaging control unit 313 analyzes the two-dimensional code and starts using the repair support service.

[0107] As a method for starting to use the repair support service, for example, a URL to the repair support service including a serial number is embedded in the two-dimensional code 518, and by accessing the URL, a web browser is launched and use of the repair support service can be started.

[0108] Returning now to Fig. 4, after reading two-dimensional code 518, the repair support service is started, and in step S424, login unit 315 makes a login request to login processing unit 343. In step S428, login processing unit 343 returns to login unit 315 the login result in step S424.

[0109] If the login is successful, in step S432, the content acquisition unit 317 transmits a request to acquire Web content constituting the repair support service from the content provision unit 345. In step S436, the content provision unit 345 returns the Web content constituting the repair support service to the content acquisition unit 317.

[0110] In step S440, repair information acquisition unit 319 transmits a request to acquire repair information of MFP 171 in which the alert has occurred to repair information provision unit 347. At this time, the serial number of MFP 171 in which the alert has occurred is incorporated in two-dimensional code 518, and repair information acquisition unit 319 transmits the request to acquire repair information by designating that serial number.

[0111] In step S444, repair information providing unit 347 returns repair information of MFP 171 linked to the specified serial number to repair information acquisition unit 319. After that, in step S446, display unit 311 displays a UI of the repair support service on the Web browser based on the information acquired in steps S424 to S44.

[0112] Now, let us turn to Fig. 6. Numeral 532 denotes a screen displayed on display 228 of mobile terminal 151 at the time when step S446 is completed, and is a UI displayed on the web browser. Numeral 534 denotes the same information as that shown in 514.

[0113] A chat box 536 is provided for the purpose of allowing a chatbot (navigator) to navigate the work of a repair worker and to post information about the work status. A button 538 is a button for collapsing the display of the chat box 536.

[0114] An example of a message by the navigator is shown at 540. A button 542 is a button to be pressed when starting repair work, and pressing the button 542 causes the operation information transmission unit 323 to start step S448 in FIG.

[0115] Reference numerals 544, 546, 548, and 550 indicate the repair information acquired by the repair information acquisition unit 319 in step S440, and are repair information combining the information in Tables 3 and 5. The display unit 311 displays the repair information 546, 548, and 550 in descending order of the probability of the cause of failure.

[0116] 4. Pressing button 542 starts step S448, and operation information transmitting unit 323 transmits a request to start repair work to operation information receiving unit 351. In step S452, operation information receiving unit 351 returns a message to operation information transmitting unit 323 instructing it to start repair work, and display unit 311 displays a message regarding the start of repair work in chat field 536.

[0117] Now, let us turn to Fig. 7. Reference numeral 612 denotes a screen displayed on the display 228 of the mobile terminal 151 when step S452 is completed, and is a UI displayed on the web browser, similar to screen 532.

[0118] The screens shown in Figures 8 and 9 are also UIs displayed on a web browser. Unless otherwise specified, the components on the UI are the same as those in Figure 6 and will not be described. 614 shows the same repair information as 546, but the repair work that is currently being carried out is highlighted.

[0119] In the initial display, the repair work 614 with the highest failure cause probability should be carried out, so 614 is highlighted on the screen 612. 618 is a button for referring to the repair manual for each repair work, and when button 618 is pressed, the display unit 311 displays the UI for the repair manual in Fig. 8, which will be described later.

[0120] Numeral 620 indicates a message from the repair worker in the chat field 536. However, in this embodiment, the repair worker does not input a message and post it in the chat field 536, but the message is posted automatically in conjunction with the repair worker's screen operation, and messages from the chatbot are also posted automatically in accordance with the repair worker's screen operation and the progress of the repair work.

[0121] That is, the dialogue information provided by the dialogue interface providing unit is provided in accordance with the progress of the repair work based on the repair part information provided by the repair part estimating unit.The sequence of these processes will be described with reference to FIG.

[0122] 7 is pressed, the operation information transmitting unit 323 transmits this operation information to the operation information receiving unit 351. In step S460, the operation information receiving unit 351 stores the operation information transmitted in step S456 in the operation information storage unit 352.

[0123] In step S464, operation information receiving section 351 instructs message generating section 350 to generate a message corresponding to the operation information received in step S456, and message generating section 350 generates the message.

[0124] In step S468, operation information receiving unit 351 returns the message generated by message generating unit 350 to operation information transmitting unit 323. The series of processes from step S456 to step S468 is executed asynchronously with other processes on the UI for each specific operation by the repair worker.

[0125] In step S472, the message acquisition unit 321 transmits a message acquisition request to the message provision unit 349. In step S476, the message generation unit 350 generates a message that is not linked to the operation of the repair worker, for example, a message that urges repair work over time.

[0126] In step S476, the message generator 350 does not necessarily generate a message every time, but generates a message when an event occurs that requires the repair technician to be notified. In step S480, the message provider 349 returns the message to the message receiver 321.

[0127] Steps S456 to S468 and steps S472 to S480 are executed asynchronously with other processes, whereby messages are posted to chat column 536 along with the progress of the repair work.

[0128] Returning to Fig. 7, button 622 is a button to be pressed when the alert of MFP 171 has been resolved by repair work and the repair work is completed. The processing when button 622 is pressed will be described later. Here, a case where button 618 is pressed to open the work manual and repair work is carried out will be described.

[0129] When the repair worker presses button 618, the screen in Fig. 8 is displayed. 642 is a message from the repair worker. As described above, the repair worker does not directly enter a message in chat field 536, but by pressing button 618, operation information is sent from operation information sending unit 323 to operation information receiving unit 351, and the message returned as a result is displayed.

[0130] At this time, the operation information that the button 618 has been pressed and the time of pressing are stored in the operation information storage unit 352. Reference numeral 644 denotes a work manual related to the repair information 614, and the repair worker carries out the repair work while referring to this work manual.

[0131] Button 646 is a button for closing operation manual 644. When button 646 is pressed, operation manual 644 is closed and operation information that button 646 has been pressed is transmitted from operation information transmitting unit 323 to operation information receiving unit 351. After that, the screen in FIG. 9 is displayed.

[0132] Repair information 662 is the same as repair information 548, but is the work to be performed if the work in repair information 614 does not resolve the alert, and is highlighted as the work to be performed next. If the alert is resolved by the work in repair information 614, the repair worker presses button 622 to complete the repair work, but here the explanation will continue assuming that the alert has not yet been resolved.

[0133] Numeral 664 is a bubble that asks the repair worker whether or not the previous task (here, the task of repair information 614) is completed before starting the task of repair information 662. If the repair worker has completed the task of repair information 614 and wishes to proceed to the task of repair information 662, he or she presses button 666, and if not, he or she presses button 668 to close the bubble.

[0134] When button 666 is pressed, a work manual corresponding to repair information 662 is displayed, similar to the screen of Fig. 8. After that, the processing is the same as in the case of repair information 614, so a description thereof will be omitted.

[0135] 4, a process will be described for a case where the alert is resolved by the work in repair information 662 and the repair worker presses button 622. When button 622 is pressed, step S484 begins. In step S484, operation information transmitting unit 323 transmits a repair work completion request to operation information receiving unit 351.

[0136] In step S488, operation information receiving unit 351 stores the operation information that button 622 has been pressed and the repair work has been completed, and the time of the operation, in operation information storage unit 352. In step S492, operation information receiving unit 351 returns a message to the effect that the repair work has been completed to operation information transmitting unit 323, and display unit 311 displays a message regarding the completion of the repair work in chat field 536.

[0137] In this way, by having the display unit 311 display messages obtained from the repair support server 131 in the chat field 536, it is possible to support the repair work as if the chatbot were conversing with the repair worker in conjunction with the repair worker's operations and progress.

[0138] At the same time, since the operation information receiving unit 351 stores the operation information of the repair worker in the operation information storage unit 352, it is possible to automatically generate repair execution information from the operation information. After step S492, in step S496, the repair execution information generating unit 353 generates repair execution information. An example of a method for generating repair execution information will be described below.

[0139] 10 is a diagram for explaining a method for generating repair implementation information according to the first embodiment, and shows an example of a message displayed by the display unit 311 in the chat field 536 at the time of step S492. As described above, the operation information storage unit 352 stores operation information and its time, so that it is possible to calculate the operations performed by the repair worker and the time required for each operation from that information.

[0140] The calculation method will be explained using the underlined times and durations in Figure 10. Time T1 is the start point indicating that repair work was started by pressing button 542. Time T2 is the start point indicating that work on repair information 614 was started by pressing button 618.

[0141] Time T3 is a completion point indicating completion of the repair work by pressing button 646. Time T4 is a start point indicating the start of work on repair information 662 by pressing button 666. Time T5 is a completion point indicating completion of the repair work by pressing button 622.

[0142] From these times, the time required for each task and the time required for the entire repair work can be calculated. The time P1 required for the task in repair information 614 is T3-T2, the time P2 required for the task in repair information 662 is T5-T4, and the time P3 required for the entire repair work is T5-T1.

[0143] The repair execution information generating unit 353 executes such processing to generate repair execution information, and stores the repair execution information (repair execution information table) as shown in Table 6 below in the repair execution information storage unit 355.

[0144] [Table 6]

[0145] The alert history ID column is the same as the alert history ID column in Table 4, and uniquely indicates the alert for which repair work was performed. The task ID column is the same as the task ID column in Table 3, and indicates the task ID of the repair work performed for the alert history ID.

[0146] The user ID column is the same as the user ID in Table 1, and is an ID for identifying the worker who logged in to this repair support service and performed the repair work. The start time column is the start point of each repair work, and lists the above-mentioned times T1, T2, and T4, respectively.

[0147] The Completion Time column is the completion point when each repair task was completed, and lists the aforementioned times T3 and T5. The Time (Minutes) column lists the aforementioned times P1, P2, and P3. The Resolution column indicates whether the alert was resolved by the repair task with the Task ID in the same row; TRUE indicates that the alert has been resolved, and False indicates that the alert has not been resolved.

[0148] As described above, the operation information receiving unit 351 acquires operation information when the repair worker operates the UI of the repair support service, and the repair execution information generating unit 353 calculates the repair work performed after the repair work is completed and the time required for the work, thereby automatically generating repair execution information.

[0149] Note that which operation (such as a button) is linked to the start point and end point of the repair work depends on the UI configuration of the repair support service, and is not limited to the method described above. Also, in this embodiment, an example in which the repair work is completed without rework has been described, but rework may occur, for example, when the user opens the work manual in the repair information 662 but realizes that they have missed a task in the repair information 614, and then performs the task in the repair information 614 again.

[0150] In that case, it is necessary to confirm with the repair worker that a task has been omitted, reset the start point of the task in the repair information 614, and add this to the time required for the task in the original repair information 614. Then, if the alert is resolved by the task in that repair information 614, it is possible to achieve overall consistency by treating the task in the repair information 662 as not having been performed.

[0151] That is, the repair execution information generating unit can select the work required for the repair included in the repair execution information according to the order in which the operation information is received, and calculate the required time.

[0152] Therefore, the repair execution information generating unit 353 can collect repair execution information that is more in line with the actual situation by appropriately setting the start point and end point based on the operation information of the repair worker.

[0153] Furthermore, the messages from the chatbot in the chat box 536 shown in each figure are not limited to those linked to the operation of the repair worker. For example, as described above, it is possible to generate a message to urge the repair worker if the work is not completed after the estimated work time has passed, or to suggest the next repair work to be performed if there are multiple alerts or if a new alert occurs after the repair.

[0154] That is, the messages displayed by the display unit 311 in the chat field 536 can not only indicate the progress of the repair work, but also navigation messages that improve the work efficiency of the repair worker. <Embodiment 2>

[0155] In the first embodiment, the repair execution information generation unit 353 sets the start point and end point of the work based on the operation information of the repair worker, calculates whether or not the repair work is to be performed and the work time, and stores the repair execution information in the repair execution information storage unit 355.

[0156] On the other hand, the determination of the start point and end point of such work is not limited to only the operation information on the repair worker's mobile terminal 151. For example, if the MFP 171 can generate device information that may be the start point and end point of the repair work and transmit it to the repair support server 131, it is also possible to set the device status received from the MFP 171 during the repair work to each point of the repair work.

[0157] In the second embodiment, a method of posting a message in the chat field 536 according to the device status from the MFP 171 and simultaneously setting the start point and end point of the work in the repair implementation information will be described in addition to the operation information of the repair worker described in the first embodiment. The diagrams described in the first embodiment and FIG. 8 will be used for the description.

[0158] 11 to 14 are diagrams showing display examples of chat field 536 in the second embodiment, and the description will proceed assuming that messages are posted to chat field 536 in the order of FIG. 11, FIG. 12, FIG. 13, and FIG.

[0159] Fig. 11 is a diagram showing an example of a chat message in embodiment 2, and Fig. 12 is a diagram showing a continuation example of the chat message in embodiment 2. Fig. 13 is a diagram showing a further continuation example of the chat message in embodiment 2, and Fig. 14 is a diagram showing a further subsequent example of the chat message in embodiment 2.

[0160] First, chat field 536 shown in Fig. 11 is the same as chat field 536 shown in Fig. 7, and shows the display of chat field 536 immediately after a repair worker starts repair work. Here, assume that in the state of Fig. 11, the repair worker performs repair work without pressing button 618 (without opening the work manual), and the alert is resolved.

[0161] At this time, the device status generation unit 383 detects a change in the device status of the MFP 171 (here, the replacement of the "toner bottle (Y)"), generates a new device status, and transmits the device status from the device status transmission unit 385 to the device status receiving unit 361.

[0162] In this state, when the message acquiring unit 321 executes step S472 shown in FIG. 4, the message generating unit 350 generates a message in step S476 for asking the repair worker whether or not the "toner bottle (Y)" has been replaced.

[0163] Thereafter, in step S480, message providing unit 349 returns the message to message acquiring unit 321, and display unit 311 displays it in chat field 536. This state is shown in Figure 12. Message 832 is the message generated by message generating unit 350 in step S476 described above and displayed in chat field 536 by display unit 311.

[0164] Buttons 834 and 836 are buttons that are displayed by the display unit 311 when the device status receiving unit 361 receives device status information related to the repair information of the alert during repair work, as in this embodiment. When the repair worker presses button 834, a message is posted in the chat field 536 as shown in Fig. 13, and when button 836 is pressed, the display unit 311 displays a message urging the repair worker to perform the work of the repair information 614 again.

[0165] Here, the explanation will be continued on the assumption that button 834 is pressed and a message is posted as shown in chat field 536 shown in Fig. 13. Fig. 13 shows the display of chat field 536 after the repair worker presses button 834.

[0166] When button 852 is pressed in Fig. 13, a message is posted in chat field 536 as shown in Fig. 14. When button 854 is pressed, if there is remaining work in repair information 614 (in the case of repair information 614, the remaining work is adjustment of "toner bottle (Y)"), display unit 311 displays a message in chat field 536 urging the user to carry out the remaining work.

[0167] If there is no remaining work in repair information 614, a message is posted in chat field 536 urging the repair worker to carry out the next work in repair information 662. Fig. 14 is a diagram showing the display in chat field 536 after the repair worker presses button 852, indicating that the repair work is complete at this point.

[0168] When the repair work is completed, in step S496 the repair implementation information generation unit 353 obtains the equipment status received during the repair work from the equipment status storage unit 362, and calculates the work performed and the time required for the work based on the time the equipment status was received. The completion point of the repair work in the repair information 614 uses the time when the equipment status shown in message 832 was received.

[0169] In this way, in the second embodiment, even if the operation information receiving unit 351 does not acquire operation information of the UI of the repair support service by the repair worker, such as opening a work manual, the equipment status receiving unit 361 receives the equipment status, thereby making it possible to track the repair work.

[0170] That is, the repair execution information generating unit 353 can generate repair execution information carried out by the repair worker based on the received device status and the device status stored in the device status storage unit 362. In addition, the repair support server has an operation information storage unit 352 that records operation information of the client terminal, and the repair execution information generating unit 353 can generate repair execution information based on the operation information stored by the operation information storage unit.

[0171] 11 to 14, the device status received by the device status receiving unit 361 is used only as the completion point of the work in the repair information 614. However, if the device status generating unit 383 can generate detailed device status such as the attachment / detachment of parts, it is possible to set the start point as well.

[0172] Furthermore, although the UI in Figures 11 to 14 shows an example in which the repair worker presses a button, in the case of a model in which the equipment status generation unit 383 can generate equipment statuses corresponding to the start point and completion point for each repair task, it is also possible to omit the button operation by the repair worker.

[0173] As described above, by using the equipment status received by the equipment status receiving unit 361 during repair work, the repair execution information generating unit 353 can generate repair execution information not only from the operation information of the repair worker described in the first embodiment, but also from the equipment status.

[0174] In this way, the repair execution information generating unit 353 generates repair execution information related to repair work of the image forming apparatus based on input information from the image forming apparatus or the client terminal. This makes it possible to obtain repair execution information of repair workers who are highly skilled and do not often refer to the work manual.

[0175] Although the present invention has been described in detail above based on the preferred embodiments, the present invention is not limited to the above embodiments, and various modifications and combinations of the above embodiments are possible based on the spirit of the present invention, and are not excluded from the scope of the present invention. The present invention also includes combinations of the above embodiments. The above embodiments include the following combinations.

[0176] (Configuration 1) A repair support system including an image forming device, a repair support server, and a client terminal, wherein the repair support server has a repair location estimation unit that estimates the repair location of the image forming device based on the equipment status transmitted from the image forming device, a repair location information providing unit that generates repair location information by the repair location estimation unit and provides it to the client terminal, and an interactive interface providing unit that provides an interactive interface for supporting the repair of the image forming device, the client terminal has a dialogue unit for interacting with the interactive interface, and a display unit that displays the dialogue information provided by the interactive interface in conjunction with user operations of the client terminal, and the repair support server has a repair implementation information generation unit that generates repair implementation information regarding repair work for the image forming device based on input information from the image forming device or the client terminal.

[0177] (Configuration 2) The repair support system according to configuration 1, characterized in that the repair support server has an operation information storage unit that stores operation information of the client terminal, and the repair implementation information generation unit generates the repair implementation information based on the operation information stored in the operation information storage unit.

[0178] (Configuration 3) The repair support system according to configuration 2, wherein the repair implementation information generation unit selects and discards the work required for the repair included in the repair implementation information according to the order in which the operation information is received, and calculates the required time.

[0179] (Configuration 4) A repair support system according to any one of configurations 1 to 3, characterized in that the repair support server has an equipment status storage unit that records the equipment status of the image forming device, and the repair implementation information generation unit generates the repair implementation information based on the equipment status stored in the equipment status storage unit.

[0180] (Configuration 5) A repair support system described in any one of configurations 1 to 4, characterized in that the dialogue information provided by the dialogue interface providing unit is provided according to the progress of repair work based on the repair location information provided by the repair location estimation unit.

[0181] (Configuration 6) A repair support method using a repair support server having a repair location estimation unit that estimates repair locations of an image forming device based on an equipment status transmitted from the image forming device, a repair location information providing unit that generates repair location information by the repair location estimation unit and provides it to the client terminal, and an interactive interface providing unit that provides an interactive interface for assisting in the repair of the image forming device, and a client terminal having a dialogue unit for interacting with the interactive interface and a display unit that displays the dialogue information provided by the interactive interface in conjunction with user operations of the client terminal, wherein the repair support server generates repair implementation information regarding repair work for the image forming device based on input information from the image forming device or the client terminal.

[0182] (Program) A computer program for controlling each unit of the repair support system according to any one of configurations 1 to 5 by a computer.

[0183] In order to realize a part or all of the control in the above-mentioned embodiment, a computer program that realizes the functions of the above-mentioned embodiment may be supplied to a repair support system or the like via a network or various storage media. Then, a computer (or a CPU, MPU, or the like) in the repair support system or the like may read and execute the program. In this case, the program and the storage medium storing the program constitute the present invention. [Explanation of symbols]

[0184] 131: Repair support server 151: Client terminal 171: MFP as an image forming device 311: Display section 347: Repair Information Department 353: Repair execution information generation 359: Repair location estimation section 385: Status information transmission unit

Claims

1. A repair support system including an image forming apparatus, a repair support server, and a client terminal, the repair support server includes a repair part estimation unit that estimates a repair part of the image forming apparatus based on a device status transmitted from the image forming apparatus; a repair location information providing unit that generates repair location information by the repair location estimation unit and provides the repair location information to the client terminal; an interaction interface providing unit that provides an interaction interface for assisting in repairing the image forming apparatus; The client terminal includes: a dialogue unit for interacting with the dialogue interface; a display unit that displays dialogue information provided by the dialogue interface in response to a user operation of the client terminal; The repair support system is characterized in that the repair support server includes a repair implementation information generating unit that generates repair implementation information regarding repair work for the image forming apparatus based on input information from the image forming apparatus or the client terminal.

2. The repair support server has an operation information storage unit for storing operation information of the client terminal, 2. The repair support system according to claim 1, wherein the repair execution information generating unit generates the repair execution information based on the operation information stored in the operation information storage unit.

3. 3. The repair support system according to claim 2, wherein the repair execution information generating unit selects and discards tasks required for the repair included in the repair execution information in accordance with an order in which the operation information is received, and calculates a required time.

4. The repair support server includes: a device status storage unit for recording a device status of the image forming apparatus, 2. The repair assistance system according to claim 1, wherein the repair execution information generating unit generates the repair execution information based on the appliance status stored in the appliance status storage unit.

5. 2. The repair support system according to claim 1, wherein the dialogue information provided by the dialogue interface providing unit is provided in accordance with a progress of repair work based on the repair location information provided by the repair location estimating unit.

6. a repair part estimation unit that estimates a repair part of the image forming apparatus based on a device status transmitted from the image forming apparatus; a repair location information providing unit that generates repair location information by the repair location estimation unit and provides the repair location information to the client terminal; a repair support server having an interaction interface providing unit that provides an interaction interface for supporting repair of the image forming apparatus; a dialogue unit for interacting with the dialogue interface; a client terminal having a display unit that displays dialogue information provided by the dialogue interface in response to a user operation of the client terminal, The repair support method, wherein the repair support server generates repair implementation information relating to repair work for the image forming apparatus based on input information from the image forming apparatus or the client terminal.

7. A computer program for controlling each unit of the repair support system according to any one of claims 1 to 5 by a computer.

Images