Information providing system and control method thereof

Abstract

To provide an information providing system that allows a user who is in charge of a procedure for eliminating an abnormality of a device to grasp the occurrence of a change in an estimation result on the procedure.SOLUTION: In a repair part notification system, a repair part notification server 101 provides an estimation result on a procedure for an abnormality, the result being output from an operation information receiving unit 311, an error determination unit 312, an error history management unit 313, a priority determination unit 314, a market result management unit 315, a market result filtering unit 316, and an estimation result management unit 317 which function as an estimation system that executes estimation processing on a procedure necessary for coping with the abnormality using an estimation model, and when re-estimation processing based on update of the estimation system that affects existing estimation results is performed, the estimation result management unit 317 provides an estimation result of the re-estimation processing output from the estimation system.SELECTED DRAWING: Figure 3

Description

[Technical field]

[0001] The present invention relates to an information providing system and a control method thereof. [Background technology]

[0002] Conventionally, systems have been developed that allow users to manage the information and status of devices such as printers (hereinafter, devices). The systems also manage the occurrence of errors in the devices. Patent Document 1 discloses a technology in which an error is notified from a device in which a malfunction has occurred to a server, the server estimates the repair location from the contents of the error notification received, and displays on the device guidance for replacing parts based on the estimation result. There is also a service in which a repair technician creates a dispatch plan based on the repair location information presented by the estimation, makes preparations such as arranging parts and adjusting schedules, and dispatches the technician.

[0003] In estimating the repair location, a learning model that has learned about past error records and market records of replacement of faulty parts is used to estimate the repair location (a list of parts that may be faulty and their ranking) from the contents of the error notification received from the device. In the learning, a filter process (hereinafter, market record filter) is also performed to remove in advance from the market record "replacement records of parts unrelated to the cause of the error" that become learning noise. In addition, Patent Document 2 discloses a technology in which, in inference on medical image data using a learning model, when the trained model is changed, the inference results from the trained model before and after the change are compared, and the user is notified based on the comparison result. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] JP 2020-199704 A [Patent Document 2] Patent Publication No. 2022-61191 Summary of the Invention [Problem to be solved by the invention]

[0005] However, after a repair technician checks the estimated repair location information and decides on a dispatch plan, if the filter processing or learning model (estimation model) used for the estimation is updated before the dispatch, the repair technician cannot grasp the latest repair location information in real time. If the repair location estimation system that estimates the repair location estimates the repair location once and then re-estimates it and the estimation result changes, the repair technician will not easily notice that the estimation result has changed. As a result, there is a possibility that the work planned based on the repair location information will deviate from the work that should be done when dispatched to the site. Such filter processing and learning model updates that affect the conversion of the estimation result are particularly likely to occur in new products for which filter processing and learning models have just been constructed. This is because new products have a small amount of market performance data and the estimation accuracy of the learning model is low, and the learning model is frequently updated in the process of gradually collecting data and improving the learning accuracy of the learning model. It is more important for repair technicians to grasp the change in the estimation result due to the learning model update, that is, the latest repair location information.

[0006] The present invention has an object to provide an information providing system that enables a user in charge of taking measures to resolve an abnormality in a device to know that a change has occurred in an estimated result related to the measures. [Means for solving the problem]

[0007] In order to solve the above problem, the information provision system of the present invention has a first provision unit that provides an estimation result related to measures to be taken for an anomaly, which is output from an estimation system that executes an estimation process related to measures necessary for dealing with the anomaly using an estimation model, and a second provision unit that provides the estimation result of the re-estimation process output from the estimation system when a re-estimation process is performed based on an update of the estimation system that affects an existing estimation result. Effect of the Invention

[0008] According to the present invention, it is possible to provide an information providing system that enables a user in charge of taking measures to resolve an abnormality in a device to know that a change has occurred in an inferred result regarding the measures. [Brief description of the drawings]

[0009] [Figure 1] FIG. 1 is a diagram showing the overall configuration of a repair location notification system. [Diagram 2] FIG. 2 is a diagram showing a hardware configuration of the entire repair location notification system. [Diagram 3] FIG. 2 is a diagram showing the software configuration of the entire repair location notification system. [Figure 4] 13 is a flowchart showing a market performance filtering process. [Diagram 5] FIG. 13 is a diagram showing the contents of an email notification when an estimation result is changed. [Figure 6] 13 is a flowchart showing a repair portion estimation process. [Figure 7] 13 is a flowchart showing a process of re-estimating a repair location. [Figure 8] 13 is a flowchart showing a process of re-estimating a repair location. [Figure 9] FIG. 13 is a diagram showing an example of a confirmation screen for repair part information. [Figure 10] FIG. 13 is a diagram showing an example of a confirmation screen for repair part information. [Figure 11] FIG. 13 is a diagram showing an example of a confirmation screen for repair part information. [Figure 12] FIG. 13 is a diagram showing an example of a confirmation screen for repair part information. [Figure 13] FIG. 13 is a diagram showing an example of a confirmation screen for repair part information. [Figure 14] FIG. 13 is a diagram showing an example of an information change list screen. [Figure 15] FIG. 13 is a diagram showing an example of a repair location information screen in the first embodiment. [Figure 16] FIG. 13 is a diagram showing an example of a repair location information screen in the first embodiment. [Figure 17] FIG. 13 is a diagram showing an example of a repair location information screen in the second embodiment. [Figure 18] FIG. 13 is a diagram showing an example of a repair location information screen in the second embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0010] (First embodiment) FIG. 1 is a diagram showing the configuration of an information providing system. The information providing system of this embodiment is a repair location notification system that collects device abnormalities from devices via a network, executes estimation processing related to measures for dealing with the abnormalities, and provides estimation results. The repair location notification system has a repair location notification server 101, a printer 102, and an information processing terminal 103. The repair location notification server 101, the printer 102, and the information processing terminal 103 are communicatively connected via a network 100. The network 100 may be configured to be capable of transmitting and receiving data, and any communication method is acceptable. For example, the network 100 may be configured as any one of a LAN, a WAN, a cellular network such as LTE or 5G, a wireless network, a telephone line, a dedicated digital line, or a combination of these.

[0011] The repair location notification server 101 provides a repair location notification service that provides an information processing terminal 103 with an estimated result of a recommended measure to resolve an abnormality (error) occurring in a network device such as a printer 102. Specifically, the repair location notification server 101 first receives error information indicating an error that has occurred in the printer 102 from the printer 102, and estimates one or more pieces of repair location information to resolve the error. The repair location notification server 101 manages the track record of part replacements performed in the market in response to similar errors in the past as market track record, and estimates a measure to be taken for the abnormality using an estimation model based on this market track record. The repair location notification server 101 then provides the estimated result to the information processing terminal 103 used by an engineer in charge of repairs (hereinafter, a repair user).

[0012] The repair location notification server 101 may be realized by one or more information processing devices, a virtual machine (cloud service) using resources provided by a data center including information processing devices, or a combination of these. That is, the repair location notification server 101 may be realized as a repair location notification service on-premise server or as a cloud server. The repair location notification server 101 may also be realized on a single information processing terminal. The repair location notification service can also be implemented as a Web-based application, and can also be used via a Web browser on the PC 103.

[0013] Also, in this embodiment, an example will be described in which the repair location notification server 101 acquires error information directly from the printer 102, but this is not limiting and the error information may be acquired via another server, etc. For example, the repair location notification system may further include a device management server that manages the device status, and the device management server may acquire error information from the printer 102 and transmit the error information of the printer 102 to the repair location notification server 101.

[0014] The printer 102 is an example of a network device managed by the repair point notification system. The printer 102 is, for example, an image forming device such as an MFP equipped with functions such as printing, faxing, copying, and scanning. When the printer 102 detects an abnormality (error) in its own device, it transmits error information including device information to the repair point notification server 101. Note that in this embodiment, the network device is an image forming device, but is not limited to this. For example, the network device may be a device that can communicate with a 3D printer, an information processing device such as a PC, an image processing device such as a camera, a smart home appliance, etc., can transmit error information of its own device, and can accept remote operations.

[0015] The information processing terminal 103 is an example of an information processing device, and is, for example, a PC (Personal Computer), a smartphone, or a tablet. A predetermined OS is installed in the information processing terminal 103. A browser 331, which will be described later, is also installed in the information processing terminal 103. The information processing terminal 103 transmits a request for acquiring an estimation result of repair part information of the printer 102 to the repair part notifying server 101 via the browser 331. Then, in response to the request, the information processing terminal 103 receives the estimation result of the repair part information from the repair part notifying server 101, and displays it on a GUI (Graphical User Interface).

[0016] 2(A) is a diagram showing the hardware configuration of repair location notifying server 101. Note that information processing terminal 103 also has the same hardware configuration as repair location notifying server 101. Repair location notifying server 101 has a CPU 201, ROM 202, RAM 203, HDD 204, input device 205, output device 206, and communication I / F 207. These units are connected to each other via a system bus 200. CPU (Central Processing Unit) 201 controls the entire repair location notifying server 101. CPU 201 reads out a control program stored in ROM 202 or HDD 204 and executes various control processes.

[0017] The ROM 202 (Read Only Memory) is a memory dedicated to reading data, and stores, for example, basic control programs of the information processing device, such as a Basic Input Output System (BIOS). The RAM (Random Access Memory) 203 is a memory from which data can be read and written. The RAM 203 functions, for example, as a work area for the CPU 201. The HDD (Hard Disk Drive) 204 stores various data and programs. Note that, in this embodiment, an example will be described in which the repair point notification server 101 includes the HDD 204 as a storage device, but this is not limited thereto, and the repair point notification server 101 may include other storage devices, such as an SSD or a Disk Drive for loading external media.

[0018] The input device 205 accepts operations from a user. For example, a keyboard or a pointing device is connected to the input device 205. The output device 206 displays to the user. For example, a display such as an LCD screen is connected to the output device 206. The communication I / F 207 is an interface for connecting to the network 100. The repair location notification server 101 communicates with external devices such as the printer 102, the information processing terminal 103, and the remote control server 104 via the communication I / F 207 and the network 100.

[0019] After the repair part notification server 101 is started, the BIOS is executed by the CPU 201 and the OS is loaded from the HDD 204 to the RAM 203 in an executable manner. The CPU 201 loads various software modules, described below, from the HDD 204 to the RAM 203 as needed in an executable manner in accordance with the operation of the OS. The various software modules are executed and operated by the CPU 201 in cooperation with the above-mentioned devices. In addition, the communication I / F 207 is connected to the network 100, and is controlled by the CPU 201 in accordance with the operation of the OS to realize communication.

[0020] 2(B) is a diagram showing the hardware configuration of the printer 102. The printer 102 has a CPU 231, ROM 232, RAM 233, network controller 234, DKC 235, raster controller 237, print engine 238, operation unit 239, storage device 240, and device I / F. Of these, the parts excluding the print engine 238 are sometimes called a controller that manages the control system of the printer. Each of the hardware components is connected to a system bus 230.

[0021] The CPU 231 controls the entire printer 102 and centrally controls access to various devices connected to the system bus. The CPU 231 reads out a control program stored in a ROM 232 or a control program and resource data (resource information) stored in an external memory 236 connected via a disk controller (DKC 235) to execute various control processes.

[0022] The ROM 232 stores programs executed by the CPU 231. The RAM 233 functions as the main memory, work area, etc. of the CPU 231. The RAM 233 is configured so that the memory capacity can be expanded by an optional RAM connected to an expansion port (not shown). The storage device 240 is a storage means that functions as a large-capacity memory. The storage device 240 stores image data, various programs, and various setting information.

[0023] The network controller 234 is a communication controller, for example, a network interface card (NIC). The CPU 231 exchanges data with external devices on the network 100 via the network controller 234. The DKC 235 controls access to storage devices such as an external memory 236. The external memory 236 records programs and resource data.

[0024] The operation unit 239 displays a screen and accepts user operation instructions via the screen. That is, the operation unit 239 also functions as a display unit such as a liquid crystal panel for setting the operation mode of the printer 102 and displaying the operation status of the printer 102. The operation unit 239 is, for example, a touch panel. By associating input coordinates and display coordinates on the touch panel, it is possible to configure a GUI as if the user could directly operate the screen displayed on the touch panel. In addition, the operation unit 239 may be provided with buttons for performing operations such as specifying content data to be printed.

[0025] Raster controller 237 is a controller that converts print data described in, for example, a PDL language into image data. Print engine 238 uses known printing technology to form an image on a recording medium (for example, paper) based on image data input from raster controller 237. The printing method performed by print engine 238 can be, for example, an electrophotographic method (laser beam method), an inkjet method, a dye sublimation method (thermal transfer method), or the like, and is not limited to this method. Device I / F 241 is a connection I / F with an external device that can be connected via USB or the like.

[0026] Fig. 3 is a diagram showing the software configuration of the information provision system. This software configuration is realized by the CPU of each device executing a program stored in the memory of each device. Note that the table schema and data described below are merely examples, and the table schema and various data formats are not limited to these.

[0027] The printer 102 includes an operation information transmission unit 341, a job execution unit 342, and a control unit 343. The operation information transmission unit 341 transmits operation information including error information related to an abnormality occurring in the printer 102 collected by the control unit 343 described later to the repair point notification server 101. The job execution unit 342 executes a job input to the printer 102. For example, when a print job is input, the job execution unit 342 executes a print process based on the print job. The control unit 343 detects and collects the operation status of the printer 102. The information collected by the control unit 343 includes an abnormality (error) occurring in the printer 102. The control unit 343 of this embodiment detects an abnormality (error) occurring in the printer 102, collects error information, and transmits operation information including the error information to the repair point notification server 101 via the operation information transmission unit 341. The operation information also includes device information for identifying the printer 102 in which the abnormality has occurred.

[0028] The repair location notification server 101 has an operation information receiving unit 311, an error determination unit 312, an error history management unit 313, a priority determination unit 314, a market performance management unit 315, a market performance filter unit 316, an estimation result management unit 317, and a screen display management unit 318. The repair location notification server 101 further has a user management unit 319, a browsing history management unit 320, a dispatch plan management unit 321, a change management unit 322, and a notification management unit 323. The operation information receiving unit 311, the error determination unit 312, the error history management unit 313, the priority determination unit 314, the market performance management unit 315, the market performance filter unit 316, and the estimation result management unit 317 function as an estimation system that estimates measures required to deal with an abnormality in a device.

[0029] The operation information receiving unit 311 receives operation information from the printer 102. In this embodiment, the operation information receiving unit 311 receives error information from the printer 102 as operation information. The error information received by the operation information receiving unit 311 includes, for example, information for identifying a device and event information based on the occurrence of an error. The operation information may also include information indicating the operation status of the printer 102, such as the number of printed sheets in the printer 102 and the remaining amount of consumables. The information for identifying a device included in the error information includes, for example, a device ID for uniquely identifying the device and a model number representing the model of the device. The event information is, for example, an error code for identifying the type of error and the date and time of the error occurrence. The error code is a unique character string code assigned to each type of error. The operation information receiving unit 311 transmits the error information to the error determination unit 312.

[0030] The error determination unit 312 and the priority determination unit 314 execute estimation processes related to measures required to resolve the device abnormality and calculate an estimation result. First, the error determination unit 312 identifies measures to resolve the error. Then, the priority determination unit 314 determines the priority of the identified measures. These estimation processes are performed using estimation models. In this embodiment, the estimation models include an error determination model used by the error determination unit 312 and a priority determination model used by the priority determination unit 314. The user in charge of repair can be expected to resolve the error by implementing the estimated measures on the printer 102 based on the estimation result.

[0031] When the error determination unit 312 receives error information from the operation information receiving unit 311, the error determination unit 312 acquires from the error history management unit 313 an error history indicating information on errors that have occurred in the printer that transmitted the error information in the past. The error determination unit 312 further identifies measures to resolve the error based on the received error information. In this embodiment, the error determination unit 312 identifies a repair part (repair part) to resolve the error as a measure to resolve the error. The error determination unit 312 treats the identified measures to resolve the error as a part of the error determination result. Then, the error determination unit 312 transmits the repair part, which is the determination result, together with the error information to the priority determination unit 314. Note that when the error determination unit 312 is unable to identify an error based on the received error information (error code) or the like and is unable to identify a repair part, the determination result is "repair part cannot be identified". Then, the error determination unit 312 transmits the determination result "repair part cannot be identified" together with the error information to the priority determination unit 314. Furthermore, the error determination unit 312 stores the error information received from the printer 102 in the error history management unit 313 as an error history.

[0032] The error determination unit 312 uses an error determination model among estimation models for estimating a repair location to identify a measure to eliminate an error. The error determination unit 312 has an error determination model for identifying a repair location. The error determination unit 312 builds and updates a learning model for estimating (identifying) a repair location from an error history based on the error history and the repair location acquired from the error history management unit 313. This learning model is the error determination model. For example, a repair location that is highly correlated with a time series pattern of multiple error histories is identified by this error determination model. The timing of building and updating the error determination model may be any timing, and may be updated every time a new error history is added, or may be updated periodically. Furthermore, when the error determination model is changed by the update, the error determination unit 312 notifies the change management unit 322 that the error determination model has been changed. The error determination model may be built, for example, by supervised machine learning including deep learning, or may be built as a rule-based rule based on the error history. In this embodiment, it is assumed that a rule-based judgment is performed using the error history. The error detection model constructed through machine learning is, for example, an AI that collects information on the work performed by the repair user and the parts replaced, and operates a trained model that has undergone machine learning based on that information to estimate the corrective action.

[0033] The error history management unit 313 saves and manages the error information received from the printer 102 as an error history. Table 1 is an example of the error history managed by the error history management unit 313. [Table 1] The error history includes an error ID that uniquely identifies the error, a device ID that uniquely identifies the printer in which the error occurred, a model number that indicates the type of printer, an error code that indicates the type of error that occurred, a counter value that is the number of prints when the error occurred, and the date and time the error occurred.

[0034] The priority determination unit 314 estimates the priority of measures to be taken to resolve errors occurring in the device. The priority determination unit 314 has a learning model (hereinafter, "priority determination model") that estimates the priority order of measures to be taken to resolve errors. The priority determination unit 314 uses the priority determination model to rank and estimate measures to be taken for the repair points identified by the error determination unit 312, and stores the estimated procedure of the measures in the estimation result management unit 317 as an estimation result.

[0035] First, when the priority determination unit 314 receives a determination result from the error determination unit 312, it acquires from the market performance management unit 315 market results that match the "model number" and "error code" of the error information included in the determination result. Furthermore, the priority determination unit 314 builds and updates a priority determination model for multiple repair locations identified by the error determination unit 312, based on the market performance and error history managed by the market performance management unit 315. For example, this priority determination model presumes that a repair location with a large number of part replacements in the market performance is a repair location with a high possibility of eliminating an error, and ranks the repair locations in descending order of the number of part replacements.

[0036] The construction and update of the priority judgment model may be performed at any timing, and may be performed whenever new market performance is increased, or may be performed periodically. When the priority judgment model is changed due to an update of the priority judgment model, the priority judgment unit 314 notifies the change management unit 322 that the priority judgment model has been changed. The priority judgment model may be constructed, for example, by supervised machine learning including deep learning, or may be constructed as a rule-based rule based on market performance. In this embodiment, the rule-based rule is described as the priority judgment model. In this embodiment, a rule-based judgment using the number of part replacements in market performance is described. In the rule-based judgment, the repair procedures are ranked in descending order of the number of part replacements, and the ranked repair procedures are stored in the estimation result management unit 317 as estimation results.

[0037] Furthermore, the priority determination unit 314 also calculates the estimation accuracy for the estimation result estimated by the priority determination model. In this embodiment, the estimation accuracy is calculated in three stages based on the quantity of market performance that is the basis for constructing the priority determination model. For example, when the total number of exchanges for a combination of "model number" and "error code" is less than 100, the estimation accuracy is 0, when it is 100 or more and less than 500, the estimation accuracy is 1, when it is 500 or more and less than 1000, the estimation accuracy is 2, and when it is 1000 or more, the estimation accuracy is 3. It is defined that the estimation accuracy is higher when the total number of exchanges is larger, and a larger numerical value is assigned. Note that in this embodiment, the estimation accuracy is calculated based on the quantity of market performance, but it may be calculated using other methods. For example, the estimation accuracy of the current priority determination model may be determined by comparing the estimation result estimated based on the priority determination model with the actual market performance thereafter and confirming whether or not it matches the estimation result.

[0038] Market performance management unit 315 manages the performance information of all measures taken by repair users to resolve errors that have occurred in the past as market performance. Market performance management unit 315 collects performance information including measures taken for each model number, error code, and part number from repair users, tallying up the number of results for each measure, and retains and manages the tallying results. Table 2 is an example of market performance managed by market performance management unit 315. [Table 2] The market performance includes a model number indicating the model type, an error code indicating the type of error that occurred, a part number indicating the part that was dealt with for the error, and the number of replacements indicating the number of actions taken in the market. The market performance may also include the content of the action taken (e.g., firmware update, part replacement, setting value change, cleaning, etc.).

[0039] The market performance filter unit 316 performs a filtering process to remove (filter) performance data corresponding to parts unrelated to the cause of the error from the market performance data. The market performance filter unit 316 saves and manages the correct answer master used in the filtering process. The correct answer master indicates the "model number" and "part number" of the printer 102 in which each error code may occur, and the "error code" is associated with the "model number" and "part number." The correct answer master indicates the parts related to the cause of the error, and is used to filter performance data of parts unrelated to the cause of the error, which becomes noise when estimating the repair location, so that it is not mixed into the market performance. Table 3 is an example of a correct answer master managed by the market performance filter unit 316. [Table 3] The correct answer master includes a model number indicating the type of device, an error code indicating the type of error, and a part number indicating the repair location that may be the cause of the error code.

[0040] The market performance filter unit 316 performs market performance filtering by comparing the "market performance" stored in the market performance management unit 315 with the "correct answer master" that it manages. The timing of execution of the market performance filter may be every time new market performance is registered in the market performance management unit 315, or it may be executed periodically for multiple new market performances at once, or it may be executed at any timing. In this embodiment, the market performance filtering is executed periodically. Furthermore, when the correct answer master is updated or when the filter logic of the market performance filter unit 316 itself is changed, the market performance filter unit 316 notifies the change management unit 322 that there has been a change to the "market performance filter".

[0041] Here, the flow of the market performance filter process will be described with reference to Fig. 4. Fig. 4 is a flowchart showing the market performance filter process. Each process shown in Fig. 4 is realized by the CPU 201 of the repair point notification server 101 reading out programs and resource data stored in memory (ROM 202, HDD 204, etc.) and executing the programs.

[0042] In S401, the market performance filter unit 316 acquires one market performance from the market performance management unit 315. In S402, the market performance filter unit 316 acquires a correct answer master that matches the "model number", "error code", and "part number" of the market performance acquired in S401. Then, in S403, the market performance filter unit 316 judges whether the market performance is to be filtered or not, depending on whether the matching correct answer master was acquired in S402. The market performance to be filtered is the market performance corresponding to a part that is not registered in the correct answer master as a cause of the error and should be removed from the market performance. If the matching correct answer master is acquired, the market performance filter unit 316 judges that the market performance is not to be filtered, and performs the process of S405. On the other hand, if the matching correct answer master is not acquired, the market performance filter unit 316 judges that the market performance is performance data of a part that is not related to the cause of the error and is to be filtered, and performs the process of S404.

[0043] In S404, market performance filter unit 316 deletes market performance determined to be subject to filtering via market performance management unit 315. By deleting market performance determined to be subject to filtering, replacement performance data of parts unrelated to the cause of the error is deleted from the market performance managed by market performance management unit 315. In S405, market performance filter unit 316 determines whether there are any unprocessed market performances that have not been subjected to market performance filtering. If there are any unprocessed market performances, market performance filter unit 316 returns to S401 and acquires one from the unprocessed market performances. On the other hand, if there are no unprocessed market performances, this processing ends. Through the above processing, it is possible to filter and delete "replacement performances of parts unrelated to the cause of the error" from the market performances stored in market performance management unit 315.

[0044] For example, assume that the market performance and correct master are in the states shown in Tables 2 and 3, respectively. There is no correct master in Table 3 that matches the market performance of model number "Model-001", error code "E001-0001", and part number "Part5-555" in the fifth row of Table 2. Therefore, this market performance is deleted from the market performance managed by market performance management unit 315 by market performance filtering processing. Table 4 is an example of the market performance after filtering. [Table 4]

[0045] The estimation result management unit 317 saves and manages the estimation results, which are the prioritized repair procedures created by the priority determination unit 314. Table 5 is an example of the estimation results managed by the estimation result management unit 317. [Table 5] The estimation result includes the device ID, the error ID, the part number of the part to be repaired for the error, and a priority indicating the order of the parts to be repaired. In this embodiment, the repair priority is determined in ascending order of the priority value. An example of the method of calculating the priority will be described in the repair part estimation process (FIG. 6).

[0046] The estimation result management unit 317 also stores and manages the estimation accuracy (estimated accuracy calculation result) calculated by the priority determination unit 314. Table 6 is an example of the estimation accuracy managed by the estimation result management unit 317. [Table 6] The estimated accuracy includes the model number, which is the device ID, the error ID, the number of replacements, and accuracy. The estimated accuracy is saved for each error ID. The number of replacements is the number of replacements of the combination of "model number" and "error code" linked to the error ID in the error history, tallied from the market performance (Table 4) after filtering by the market performance filter unit 316. The accuracy value is determined based on the number of replacements. As described above, the value in the accuracy column in this embodiment is 0 if the total number of replacements is less than 100, 1 if it is 100 or more and less than 500, 2 if it is 500 or more and less than 1000, and 3 if it is 1000 or more.

[0047] The screen display management unit 318 manages the screens provided to the browser 331 of the information processing terminal 103, and also accepts user operations on these screens. The screens provided by the screen display management unit 318 include, for example, a screen showing an inference result related to measures required to deal with an abnormality occurring in the device, and a user management screen. The screen display management unit 318 functions as a first providing unit when providing the first inference result, and provides the inference result output by the inference system to the information processing terminal 103 of the user in charge of repair.

[0048] When the screen display management unit 318 receives a repair procedure acquisition request including a device ID and an error ID from the browser 331 of the information processing terminal 103, it acquires an error history in which the device ID and the error ID match from the error history management unit 313. Then, the screen display management unit 318 acquires an inference result in which the device ID and the error ID match from the inference result management unit 317, generates a repair procedure display screen, and returns it to the browser 331. As a result, the screen display management unit 318 first provides the result inferred by the priority determination unit 314 as a measure to be taken for an error occurring in a device such as the printer 102. The screen display management unit 318 also accepts a request to register, update, or delete a login user of the repair location notification server 101 via the browser 331 of the information processing terminal 103. Then, the screen display management unit 318 conveys the received request to register, update, or delete a login user to the user management unit 319.

[0049] The user management unit 319 manages user information of users who use the repair location notification service. The user management unit 319 also performs user authentication. The user management unit 319 executes requests for user registration, update, and deletion via the screen display management unit 318. Table 7 is an example of user information managed by the user management unit 319. [Table 7] The user information includes a user ID, a user name, a password, and an email address. The user ID stores an ID for uniquely identifying a user who accesses the information providing system. The password is a password that the user enters when logging in to the information providing system. The repair location notification server 101 performs a user authentication process based on, for example, a combination of a user ID and a password entered by a user who is attempting to log in to the information providing system. The method of user authentication is not limited to this, and authentication using information stored in an IC card or biometric authentication may be performed. The email address is a destination when the information providing system sends an email to the user. For example, a repair user who is in charge of maintenance (repair) of the printer 102 is assumed as a user of the repair location notification service. The repair user needs to log in to use the service provided by the repair location notification server 101, and performs user registration from the information processing terminal 103 via the browser 331. The repair user needs to log in when checking the estimated result of the repair location, when registering a dispatch plan to be described later, and so on.

[0050] When the repair user acquires and views the inference result via the browser 331 and the screen display management unit 318, the screen display management unit 318 registers the viewing history in the viewing history management unit 320. Table 8 is an example of the viewing history managed by the viewing history management unit 320. [Table 8] The browsing history includes a history ID, an error ID, a user ID, and a viewing date and time. The history ID is an ID for uniquely identifying the browsing history. The error ID is an error ID corresponding to the viewed inference result. The user ID is the user ID of the user who viewed the inference result. The viewing date and time is the date and time when the user viewed the inference result.

[0051] The repair user can register a dispatch plan for each error ID via the browser 331 and the screen display management unit 318. When the screen display management unit 318 receives a request to register a dispatch plan from the repair user through the browser 331 of the information processing terminal 103, it registers the dispatch plan in the dispatch plan management unit 321. Table 9 is an example of a dispatch plan managed by the dispatch plan management unit. [Table 9] The dispatch plan includes a dispatch ID, a device ID, a user ID, a prepared parts number, a scheduled dispatch date, and a registration date. The dispatch ID is an ID for uniquely identifying the dispatch plan. The device ID is an ID for uniquely identifying the device to be treated by the dispatch plan. The error ID is an ID for indicating an abnormality to be treated by the dispatch plan. The user ID is an ID for uniquely identifying the user in charge of repair. In this embodiment, it is assumed that the user who creates the dispatch plan and the user who is dispatched and performs the treatment are the same person. The prepared parts number is the number of the part to be prepared for the treatment. The scheduled dispatch date is the date and time when the user is scheduled to be dispatched and perform the treatment. The registration date is the date and time when the dispatch plan is registered in the dispatch plan management unit 321. The dispatch plan may also include a repair work time indicating the time required for the repair work.

[0052] The repair user determines the error ID corresponding to the abnormality, the parts to be prepared (prepared part number), and the scheduled date of dispatch for the abnormality to be dealt with by the dispatch, and registers them in the dispatch plan. In this embodiment, the records of the dispatch plan are deleted when the repair user actually completes the dispatch and reports the completion via the browser 331, but they may also be kept separately as a dispatch history.

[0053] In the present embodiment, when a re-estimation process is performed based on an update of the estimation system that affects an existing estimation result, the repair location notification server 101 performs the re-estimation process and notifies the user in charge of repair of the estimation result. The change management unit 322 manages changes to the estimation system that performs an estimation process related to a measure required to deal with an abnormality in a device. In the present embodiment, a change to the estimation system is an update of the market performance filter or an update of the estimation model (error determination model / priority determination model). When the market performance filter is updated, the change management unit 322 receives a change notification from the error determination unit 312. When the error determination model is updated, the change management unit 322 receives a change notification from the priority determination unit 314. When the priority determination model is updated, the change management unit 322 receives a change notification from the error determination unit 312.

[0054] When the change management unit 322 receives the change notification, it acquires the browsing history from the browsing history management unit 320, and further acquires the dispatch plan from the dispatch plan management unit 321. Then, the change management unit 322 checks whether the same error ID exists in both the browsing history and the dispatch plan. If an "error ID" exists in both the browsing history and the dispatch plan, the change management unit 322 acquires the estimation result (Table 5) and estimation accuracy (Table 6) of the corresponding error ID from the estimation result management unit 317, and stores them in the change management unit 322 as the pre-change estimation result. The pre-change estimation result is information equivalent to the estimation result (Table 5) and the estimation accuracy (Table 6). Then, the change management unit 322 requests the repair location estimation unit to filter again and make a re-determination. The repair location estimation unit that has received the request performs re-filtering and re-determination. Specifically, the market performance filter unit 316 performs market performance filtering again, the error determination unit 312 performs error determination again, and the priority determination unit 314 estimates a course of action again.

[0055] When market performance filter unit 316 re-executes market performance filter processing, market performance management unit 315 updates the market performance (Table 4) that it manages. For example, the market performance filter is updated from Table 3 to Table 10. Table 10 is an example of a correct answer master managed by market performance filter unit 316 after market performance filter processing is re-executed. In Table 10, a record for part number "Part6-666" in the sixth row has been added to the correct answer master shown in Table 3, and the filter has been updated. [Table 10]

[0056] Here, it is assumed that at the time of filter update (updating from Table 3 to Table 10), the market performance also changes from Table 4 to Table 11. Table 11 is an example of market performance at the time of filter update managed by market performance management unit 315. [Table 11] When the market performance in Table 11 is filtered using the correct answer master in Table 10, the market performance shown in Table 12 is obtained. Table 12 is an example of the market performance after filtering using the updated filter. The market performance managed by the market performance management unit 315 is updated from the data in Table 11 to the data in Table 12. [Table 12]

[0057] Since the market performance is updated by re-filtering, the estimation accuracy is also updated. The priority determination unit 314 updates the estimation accuracy from Table 6 to Table 13. Table 13 is an example of the estimation accuracy after update managed by the priority determination unit 314. Due to an increase in the number of exchanges, the estimation accuracy value in Table 13 is higher than that in Table 6. The estimation accuracy for error ID Err-001 is updated from 2 to 3, and the estimation accuracy for error ID Err-002 is updated from 1 to 2. [Table 13]

[0058] Next, re-determination will be described. In re-determination, error determination and priority determination are re-executed. Due to re-determination by error determination unit 312 and priority determination unit 314, the estimation results managed by estimation result management unit 317 are updated from Table 5 to Table 14. Table 14 is an example of the updated estimation results managed by estimation result management unit 317. In the updated estimation results, a record for part number "Part6-666" has been added, and the priority of existing part numbers has also changed. [Table 14]

[0059] As described above, when a re-estimation process is performed based on an update of the estimation system that affects the existing estimation result, the market performance, estimation result, and estimation accuracy of the market performance filter unit 316 and the estimation result management unit 317 are updated based on the re-filtered and re-determined results. In this embodiment, the correct answer master shown in Table 10 is updated as an example of an update of the market performance filter, but an update of the market performance itself may also be considered as an update of the market performance filter. For example, there is a case where the correct answer master shown in Table 10 is not updated and only the market performance changes from Table 4 to Table 11. This change in market performance may be periodically notified from the market performance management unit 315 to the market performance filter unit 316, or conversely, the market performance filter unit 316 may periodically monitor the market performance management unit 315. It is also possible to regard a change in the market performance from Table 4 to Table 11 detected at the timing of periodic notification or monitoring as an update of the market performance filter, and notify the change management unit 322 from the market performance filter unit 316.

[0060] When the repair location estimation unit has completed execution of the difference filter or re-determination, it responds to that effect to the change management unit 322. The change management unit 322, which has received the response, obtains the updated estimation result (Table 14) and estimation accuracy (Table 13) from the estimation result management unit 317, and compares them with the estimation result (Table 5) and estimation accuracy (Table 6) before the update, respectively. Then, it extracts updated records that have differences between before and after the update.

[0061] The difference between the estimation results before the update shown in Table 5 and the estimation results after the update shown in Table 14 is shown in Table 15. Table 15 is an example of the difference in the estimation results. In Tables 5 and 14, the estimation result in the sixth row of Table 14 matches the estimation result in the fifth row of Table 5 in terms of priority, but the rest (rows 1 to 5 of Table 14) do not match, so they are extracted. [Table 15]

[0062] The difference between the estimation accuracy before the update shown in Table 6 and the estimation accuracy after the update shown in Table 13 is shown in Table 16. Table 16 is an example of the difference in estimation accuracy. Since the "Estimation Accuracy" values ​​for all records in Table 6 and Table 13 are different, all records in Table 13, which are the estimated accuracy of the degree of change, are extracted. In other words, Table 16 contains records similar to Table 13. [Table 16]

[0063] The change management unit 322 notifies the user who handles the error whose estimation result or estimation accuracy has changed due to the update that there is a change in the estimation result. First, the change management unit 322 identifies the user who handles the error whose estimation result or estimation accuracy has changed due to the update. Specifically, the change management unit 322 identifies a user ID (repair user) corresponding to the error ID from the dispatch plan (Table 9) managed by the dispatch plan management unit 321 based on the error ID of the record of the extracted difference (Tables 15 and 16). Then, the change management unit 322 identifies the user's email address from the user information (Table 7) based on the identified user ID. Then, the change management unit 322 notifies the email address of the identified user ID via the notification management unit 323 that there is a change in the estimation result by email. The repair user who receives the notification can understand that there is a change in the estimation result by checking the email received by the mailer 332 of his / her information processing terminal 103. When providing the estimation result obtained by the re-estimation process, the screen display management unit 318 and the notification management unit 323 function as a second providing unit.

[0064] FIG. 5 is a diagram showing an example of a change notification email. In the change notification email 500, for example, a message 501 indicating that there has been a change in the estimation result information of the repair location, an occurrence date and time 502 when the change occurred, and a URL 503 for displaying detailed information in the browser 331 are described. When the user clicks on the URL 503 on the mailer 332, the browser 331 is opened, and the screen of FIG. 9 or FIG. 14 described later is directly displayed. For example, if there is a change notification of the estimation result of only one device, the screen of FIG. 9 is displayed, and if there is a change notification of the estimation results of multiple devices, the screen of FIG. 14 is displayed. In this embodiment, an example will be described in which the change notification email 500 includes a URL 503 for displaying the result of re-estimation, but this is not limited thereto. For example, a file describing the re-estimation result may be attached to the email, or the re-estimation result may be described in the body of the email.

[0065] FIG. 6 is a flowchart explaining the repair location estimation process. FIG. 6(A) is a flowchart showing the error information transmission process in the printer 102. Each process shown in FIG. 6(A) is realized by the CPU 231 of the printer 102 reading out a program or resource data stored in a memory (ROM 232, external memory 236, etc.) and executing the program. In S601, the control unit 343 of the printer 102 detects whether an error has occurred in the printer 102. If the occurrence of an error is detected, the control unit 343 causes the operation information transmission unit 341 to execute the process of S602. On the other hand, if the occurrence of an error is not detected, the control unit 343 repeats the process of S601 until the occurrence of an error is detected.

[0066] In S602, the operation information transmission unit 341 transmits the error information to the repair location notification server 101. The transmitted error information includes the information stored in the error history in Table 1. For example, the error information includes an error ID, a device ID, a model number, an error code, a counter value, and the date and time of the error occurrence. Note that, although an example in which the counter value is included in the error information will be described in this embodiment, the counter value may be transmitted to the repair location notification server 101 as information separate from the error information, and the repair location notification server 101 may associate the counter value with the error information.

[0067] Fig. 6(B) is a flowchart showing the repair part estimation process in the repair part notifying server 101. Each process shown in Fig. 6(B) is realized by the CPU 201 of the repair part notifying server 101 reading out programs and resource data stored in memory (ROM 202, HDD 204, etc.) and executing the programs. In S611, the operation information receiving unit 311 of the repair part notifying server 101 receives error information from the printer 102.

[0068] In S612, the error determination unit 312 registers the error information received from the printer 102 as an error history (Table 1) in the error history management unit 313. In S613, the error determination unit 312 obtains the error history (Table 1) that matches the device ID included in the received error information. For example, if the device ID included in the error information is "DEV001", the records in the first and third rows of Table 1 can be obtained.

[0069] In S614, the error determination unit 312 estimates the repair location (faulty part) using the error determination model based on the error history acquired in S613. The estimated repair location here is a list of parts that may be faulty. In S615, the priority determination unit 314 acquires the model number and error code of the error information received in S611 and the market performance (Table 4) that matches the model number and error code from the market performance management unit 315. For example, if the model number and error code included in the error information are "Model-001" and "E001-0001", respectively, the records in the first to fourth rows of Table 4 can be acquired.

[0070] In S616, the priority determination unit 314 estimates the priority of the repair parts using the priority determination model based on the acquired market performance (Table 4). Here, the priority is estimated by ranking the repair parts (parts list) estimated in S614 according to the likelihood of failure based on the number of replacements in the market performance (Table 4). For example, the priority is calculated as "(number of replacements of repair parts / total number of replacements of all parts replaced for errors) x 100" in Table 4, and stored as an estimation result in association with the part number as shown in Table 5. In other words, the priority is calculated for each part so that the total of the priorities of all parts replaced for an error code occurring in a certain model is 100%. In this embodiment, the priority is calculated as the ratio of the number of replacements of repair parts to the total number of replacements of all repair parts to be treated, but the method of calculating the priority is not limited to the method of this embodiment and any method may be used. For example, if the repair location is a part number list of Part1-111, Part2-222, Part3-333, and Part4-444, and the market performance is in the state of the first to fourth rows of Table 4, the total number of parts replaced is 850, which is the sum of the number of parts replaced in the market performance. In this case, the priority of part number "Part1-111" is "(510 / 850) x 100 = 60.0". Similarly, the priorities of other part numbers "Part2-222", "Part3-333", and "Part4-444" are "26.8", "10.8", and "2.4", respectively. In S617, the priority determination unit 314 stores the estimation result of S616 in the estimation result management unit 317 (Table 5).

[0071] Next, the re-estimation process flow by re-filtering and re-determination when updating the repair part estimation model will be described with reference to Fig. 7 and Fig. 8. Fig. 7 and Fig. 8 are flowcharts showing the re-estimation process. Each process in Fig. 7 and Fig. 8 is realized by the CPU 201 of the repair part notification server 101 reading out programs and resource data stored in memory (ROM 202, HDD 204, etc.) and executing the programs.

[0072] In S701, the change management unit 322 detects whether the repair location estimation model has been updated. If an update to the repair location estimation model is detected, the repair location notification server 101 performs the process of S702. On the other hand, if an update to the repair location estimation model is not detected, the change management unit 322 repeats the process of S701. In S702, the change management unit 322 acquires the browsing history (Table 8) from the browsing history management unit 320. In S703, the change management unit 322 acquires the dispatch plan (Table 9) from the dispatch plan management unit 321.

[0073] In S704, the change management unit 322 identifies the existing estimation result and estimation accuracy to be the target of the change notification associated with the difference filter and difference judgment, based on the browsing history acquired in S702 and the dispatch plan acquired in S703. For example, the change management unit 322 identifies an "error ID" for which an estimation result has already been viewed and a dispatch plan has been registered, and sets the record of the existing estimation result (Table 5) and the record of the estimation accuracy (Table 6) linked to that error ID as the target of the change notification.

[0074] In S705, the change management unit 322 determines whether the update of the repair location estimation model detected in S701 is an update of the market performance filter. If the correct answer master has been updated, the change management unit 322 determines that the market performance filter has been updated. The correct answer master is updated, for example, from Table 3 to Table 10. If the update of the repair location estimation model is an update of the market performance filter, the repair location notification server 101 performs the process of S706. On the other hand, if the update of the repair location estimation model is not an update of the market performance filter, the repair location notification server 101 performs the process of S708.

[0075] When the market performance filter is updated, in S706 and S707, the market performance and the estimation accuracy in the priority determination are updated in accordance with the update of the market performance filter. In S706, the market performance management unit 315 updates the market performance. For example, in the market performance update process, the market performance management unit 315 updates the market performance from Table 4 to Table 12 based on the updated correct answer master (Table 10). In S707, the priority determination unit 314 recalculates and updates the estimation accuracy. For example, the priority determination unit 314 updates the estimation accuracy from Table 6 to Table 13 based on the updated market performance (Table 12).

[0076] If the market performance filter has not been updated, the process of S708 is performed. In S708, the change management unit 322 checks whether the update of the repair location estimation model detected in S701 is an error judgment model update. If the update of the repair location estimation model is an error judgment model update, the repair location notification server 101 performs the process of S709. If the error judgment model has been updated, in S709, the error judgment unit 312 re-estimates the repair location using the updated error judgment model. On the other hand, if it is determined that the update of the repair location estimation model is not an error judgment model update, that is, if the update of the repair location estimation model is neither an error judgment model update nor a market performance filter update, the repair location notification server 101 performs the process of S710. If the update of the repair location estimation model is neither an error judgment model update nor a market performance filter update, it is when the priority judgment model is updated.

[0077] In S710, the priority determination unit 314 re-determines the priority of the repair location and updates the estimation result. For example, the priority determination unit 314 updates the estimation result from Table 5 to Table 14 based on the updated repair location estimation model. In S711, the change management unit 322 compares the estimation accuracy or the estimation result before and after the update. For example, the change management unit 322 compares the accuracy value before and after the update of the estimation accuracy in S707. In addition, the change management unit 322 compares the part number and priority value before and after the update of the estimation result in S710. In S712, the change management unit 322 determines whether or not there is a change before and after the update based on the comparison result in S711. If there is a change before and after the update, that is, if there is a change that should be notified and provided to the user, the repair location notification server 101 performs the process of S713. On the other hand, if there is no change before and after the update, the repair location notification server 101 ends this process. In this embodiment, an example has been described in which the change management unit 322 performs the process of S713 when there is a change in the value of the estimation accuracy before and after the update, but the process of S713 may be performed only when the estimation accuracy has improved before and after the update.

[0078] In S713, the change management unit 322 acquires user information (Table 7) from the user management unit 319. In S714, the change management unit 322 identifies the notification destination of the change. Specifically, the change management unit 322 identifies the registered user ID on the browsing history and the dispatch plan corresponding to the error ID of the estimation result and the estimation accuracy of the change notification target identified in S704 from the browsing history (Table 8) and the dispatch plan (Table 9), respectively. Furthermore, the change management unit 322 extracts the email address of the identified user ID from the user information (Table 7) acquired in S713, and identifies the notification destination of the change. In S715, the notification management unit 323 notifies the email address of the change notification destination identified in S714 that the change result or the estimation accuracy has changed since the time of browsing the change result and the estimation accuracy. For example, the notification management unit 323 notifies that the change result or the estimation accuracy has changed by sending an email shown in Table 5. The form of notification is not limited to email, but may be a message posted to a message application (message sharing system) used by the user, or a notification by SMS using a telephone number. The above is the re-estimation process by the repair location notification server 101.

[0079] The user who has received the notification accesses the URL included in the notification. The repair location notification server 101 provides the user with the estimation result of the re-estimation process via a Web browser. In this way, when re-estimation process is performed due to an update of the estimation system and the estimation result is changed, that is, when re-estimation process is performed based on an update of the estimation system that affects the existing estimation result, the user receives a notification from the repair location notification server 101. The notification enables the user to know that the estimation result has been changed, and the user can be provided with the estimation result of the re-estimation process by accessing the URL described in the notification.

[0080] 9 to 13 are diagrams showing an example of a confirmation screen for repair part information. The confirmation screen for repair part information is displayed when a confirmation item 804 for repair part information, which will be described later, is selected on a device management screen that displays the device operation status. The confirmation screen for repair part information is a screen that the repair part notifying server 101 displays on the information processing terminal 103 via the browser 331. Among these, FIGS. 9 to 11 are diagrams showing an example of a device list display on the confirmation screen for repair part information. The device list on the confirmation screen for repair part information is displayed when a repair user registered in the user information (Table 7) of the user management unit 319 logs in to the repair part notifying server with the browser 331.

[0081] FIG. 9 is a diagram showing an example of a device list in the case where there is no change in the estimated result of the repair location due to re-filtering and re-determination. In addition, when there is no change in the estimated result of the repair location due to re-filtering and re-determination, the initial estimated result may be displayed. A device management screen 800 on which the device list is displayed includes a submenu area 801 and a main area 806. The submenu area 801 displays a list of screen items for switching the screen to be displayed. The screen items in the submenu area 801 include, for example, device information 802 and repair location notification 803. The device information 802 displays items such as the operating status of the device, the life of consumable parts, firmware information and device configuration of each software installed in the device, the number of failures, and settings for instructing the transmission of device logs.

[0082] The repair location notification 803 includes a repair location information confirmation item 804 and an information change list item 805. In the example shown in Fig. 8, the repair location information confirmation item 804 is selected from the screen items in the submenu area 801. If there is no change in the estimated results of the repair location due to re-filtering and re-determination, the information change list item 805 is displayed grayed out, as shown in Fig. 9. A grayed out information change list item 805 cannot be selected, and there is no transition to the information change list screen. Note that in this embodiment, the information change list item 805 is grayed out when there is no change in the estimated results of the repair location, but the item may be hidden.

[0083] In the initial display of the main area 806, a device list 807 is displayed. The device list 807 displays a list of devices owned by customers for whom the logged-in user is responsible for maintenance, for which the estimated results of repair locations are registered. The device list 807 includes, for example, the device ID of the device, the product name, the customer name, the ID of the service used in the device, the version information of the service, the type of the service, and a selection button. In FIG. 9, a selection button 808 for selecting a device with a device ID of DEV001, a selection button 809 for selecting a device with a device ID of DEV002, and a selection button 810 for selecting a device with a device ID of DEV003 are displayed. When any of the selection buttons 808 to 810 is pressed, the repair location information (estimated results of repair locations) of the device corresponding to the device ID of the corresponding row can be confirmed.

[0084] Fig. 10 is a diagram showing an example of a device list when there is a change in the estimated result of repair locations due to re-filtering and re-determination. When there is a change in the estimated result of repair locations due to re-filtering and re-determination, as shown in Fig. 10, the information change list item 811 in the submenu area 801 is displayed without being grayed out. In other words, the information change list item 811 is grayed out when there is no change in the estimated result of repair locations due to re-filtering and re-determination, and is displayed without being grayed out when there is a change in the estimated result of repair locations due to re-filtering and re-determination. When the information change list item 811 is selected, an information change list screen, which will be described later with reference to Fig. 14, is displayed.

[0085] FIG. 11 is a diagram showing an example of a device list when the estimated result of the repair location is changed by re-filtering and re-determination, and the priority order of the parts prepared by the repair user is changed. When the estimated result of the repair location is changed, and the priority order of the parts prepared by the repair user is changed, as shown in FIG. 11, the information change list item 811 in the submenu area 801 is displayed without being grayed out, and further, a highlighting 821 is displayed. Also, in the device list 807, a highlighting 822 is displayed on the device for which the priority order of the parts prepared by the repair user has been changed. The repair location notification server 101 checks the parts prepared by the repair user from the prepared parts number in the dispatch plan (Table 9), and performs highlighting when the priority order of the prepared parts is changed due to the change in the repair result by re-filtering and re-determination. When the priority order of the parts prepared by the repair user is changed, the repair user needs to review and re-prepare the prepared parts, so the change in the priority order of the parts is notified by highlighting so that the repair user can easily notice the change in the priority order of the parts. In this embodiment, the highlighting 821 and the highlighting 822 are displayed as exclamation mark icons, but are not limited to this. The highlighting may be performed by displaying other icons, by using different colors, by blinking, or the like.

[0086] 12 and 13 are diagrams showing an example of the display of the estimation results for each device on the repair part information confirmation screen. When any of the selection buttons is pressed in the device list 807, the repair part notification server 101 displays the repair part information (repair part estimation result) of the selected device on a screen. FIG. 12 is displayed when the selection button 809 is pressed in FIG. 10. That is, FIG. 12 is an example of a screen of the repair part information (repair part estimation result) of a device when there is a change in the estimation result (including the estimation accuracy) due to re-filtering and re-determination but no change in the prepared parts. Therefore, the information change list item 811 that is not grayed out is displayed in the repair part notification 803.

[0087] The device management screen 900, which displays repair location information for each device, includes a submenu area 801 and a main area 901. The repair location information for a selected device is displayed in the main area 901. In the example shown in Fig. 12, the repair location information for a device with a device ID of DEV002 corresponding to the selection button 809 is displayed. The main area 901 includes device information 902 and an alert list 903. The main area 901 may further include a service information list 906, a handled list 907, and a firmware update list 908.

[0088] In the device information 902, for example, information such as the product name of the device and the device ID (device serial number) is displayed. In addition, the device information 902 may include information of the customer who owns the device. In the example shown in FIG. 12, the device information of the device with the device ID DEV002 is displayed. In the alert list 903, information on the alerts (abnormalities, errors) that have occurred in the device is displayed in a list. In the example shown in FIG. 12, one piece of error information 904 is displayed in the alert list 903, but if multiple errors occur in the device, multiple pieces of error information are displayed. The error information 904 includes, for example, an error code, the content of the error indicated by the error code, the date and time of the error occurrence, information indicating the accuracy of the estimation of the repair location, and a transition button 905 for transitioning to a repair location information screen. In the example shown in FIG. 12, a communication error is displayed as the content of the error indicated by the error code. In addition, the estimation accuracy is indicated by a star mark corresponding to the accuracy. In the example shown in FIG. 12, it can be seen that the accuracy is 2 stars out of 3 levels of accuracy evaluation with 3 stars. Note that the method of displaying the estimation accuracy is not limited to this, and it may be displayed by a numerical value or by another method such as a bar graph.

[0089] Regarding the error information 904, if there is a change in the estimation result (including the estimation accuracy) due to re-filtering and re-determination, a message 909 is displayed in the error information 904. The repair part notification server 101 displays the error information 904 for an error in the estimation result (including the estimation accuracy) corresponding to the change notification target identified in S704. Note that if there is a change in the estimation result of the repair part due to re-filtering and re-determination and there is a change in the priority order of the parts prepared by the repair user, highlighting is performed together with the message 909. However, the example shown in FIG. 12 is a case where there is a change in the estimation result of the repair part due to filtering and re-determination but there is no change in the priority order of the parts prepared by the repair user, so highlighting is not performed and only the message 909 is displayed. For example, in the estimation result of the repair part for a device with a device ID of DEV002, there is a change in the estimation accuracy due to re-estimation such as re-filtering and re-determination, but there is no change in the parts prepared by the repair person. In Table 5 (before re-estimation) and Table 14 (after re-estimation) of the repair results, the part number in the record with the device ID DEV002 and the error ID Err-002 is only Part1-111, and there is no change in the priority of the estimated part numbers before and after re-estimation. In Table 9 of the dispatch plan, the prepared part number for this error ID Err-002 is also Part1-111, and there is no need to change the prepared parts. On the other hand, the estimation accuracy has improved from 1 to 2 for the record with the error ID Err-002, as shown in Tables 6 to 13, due to an increase in the number of replacements in the market performance. Due to this change in accuracy improvement, the repair location notification server 101 considers that there has been a change in the estimation result (including the estimation accuracy) for the abnormality with the error ID Err-002 that occurred in the device with the device ID DEV002, and displays message 909.

[0090] A service information list 906 displays warnings for the user (here, the user in charge of repairs) regarding the device. A resolved list 907 displays a list of alerts (errors) for which repairs have been completed in the device. A firmware update list 908 displays a list of update histories for software (firmware) installed in the device.

[0091] Fig. 13 is an example of a screen when the estimation result (including estimation accuracy) due to re-filtering and re-determination has changed, and further, the prepared parts have changed. Fig. 13 is displayed when the selection button 808 in Fig. 11 is pressed. That is, Fig. 13 is an example of a screen of device repair part information (repair part estimation result) that is displayed when the estimation result (including estimation accuracy) due to re-filtering and re-determination has changed, and further, the priority order of the parts prepared by the repair user has changed. Therefore, the repair part notification 803 displays the information change list item 811 that is not grayed out, and further, the information change list item 811 is highlighted 821.

[0092] The main area 911 of the screen displays repair location information for the selected device. In the example shown in FIG. 13, repair location information for a device with a device ID of DEV001 corresponding to the selection button 808 is displayed. Here, the estimated results of the repair locations for the device with the device ID DEV001 have been changed due to re-estimation such as re-filtering and re-determination, and further, there has been a change in the preparation parts (preparation part numbers in Table 9) prepared by the repair technician. In the list of repair results in Table 5 (before re-estimation) and Table 14 (after re-estimation), there are multiple part numbers corresponding to the record with the device ID DEV001 and the error ID Err-001. Specifically, the part numbers are "Part1-111", "Part2-222", "Part3-333", "Part4-444", "Part5-555", and "Part6-666". The repair user prepares two parts, corresponding to "Part1-111" and "Part2-222," which are the part numbers that have the top two or more priorities in the estimation results before the change (Table 5), from among the multiple parts, and registers them in the dispatch plan (Table 9). After that, the estimation results are changed due to re-filtering and re-determination, and the priorities based on the priorities of each part in the estimation results after re-determination (Table 14) have changed from the priorities in the estimation results before the change (Table 5). Therefore, the repair user needs to change the parts to be prepared based on the estimation results after re-determination (Table 14), which are the latest estimation results.

[0093] The main area 911 includes device information 912 and an alert list 913. The main area 911 may further include a service information list 906, a list of handled issues 907, and a firmware update list 908. The device information 912 displays information such as the product name and device ID (device serial number) of the device. The device information 912 may also include information of the customer who owns the device. In the example shown in FIG. 13, device information of a device with a device ID of DEV001 is displayed. The alert list 913 displays a list of information related to alerts (abnormalities, errors) that have occurred in the device. In the example shown in FIG. 13, one piece of error information 914 is displayed in the alert list 913, but if multiple errors occur in the device, multiple pieces of error information are displayed. The error information 914 includes, for example, an error code, the contents of the error indicated by the error code, the date and time of the error occurrence, information indicating the accuracy of the estimation of the repair location, and a transition button 915 for transitioning to a repair location information screen. Regarding the error information 914, there may be a change in the estimation result (including the estimation accuracy) due to re-filtering and re-determination, and if there is a change in the priority order of the parts prepared by the repair user, a message 919 and highlighting 920 are displayed in the error information 914. The repair part notification server 101 displays highlighting 920 when there is a change in the estimation result of a repair part that requires a change in prepared parts, so that the repair user can easily notice that there has been a change in the parts to be prepared.

[0094] Fig. 14 is a diagram showing an example of an information change list screen. The information change list screen is a screen that is displayed when information change list item 811 is selected on the device management screen. The information change list screen is a screen that is displayed by repair point notifying server 101 on information processing terminal 103 via browser 331. For example, the information change list screen shown in Fig. 14 is a screen that is displayed when information change list item 811 is pressed in Fig. 13.

[0095] A main area 1001 of the information change list screen displays a device list 1002 showing a list of devices whose estimation results (including estimation accuracy) have changed due to re-filtering and re-determination. The device list 1002 displays a list of devices whose estimation results (including estimation accuracy) correspond to the change notification targets identified in S704. If there is a change in the priority order of parts prepared by the repair user (parts corresponding to the prepared parts numbers in the dispatch plan (Table 9)), a highlight 1003 is displayed on the corresponding devices in the device list 1002. The device list 1002 displays the devices with device IDs DEV001 and DEV002 whose estimation results (including estimation accuracy) have changed, among the device list 807 displayed in FIG. 11. The device with device ID DEV001 is also highlighted with a highlight 1003.

[0096] When a device is selected in the device list on the repair location information confirmation screen or information change list screen, a list of alerts corresponding to the device is displayed, and when a transition button is selected in the alert list, a repair location information screen is displayed. Figs. 15 and 16 are diagrams showing an example of the repair location information screen in the first embodiment. Fig. 15 is a repair location information screen when the estimation result is displayed for the first time. Meanwhile, Fig. 16 is a repair location information screen after the estimation result has been changed by re-filtering and re-determination after the initial display (Fig. 15). The repair location information screen is a screen that the repair location notification server 101 displays on the information processing terminal 103 via the browser 331.

[0097] When the transition button is pressed, the repair location notification server 101 displays a repair location information screen 1101 in the main area. The repair location information screen 1101 includes, for example, a back area 1102, error information 1103, estimation accuracy 1104, and estimation results 1105 to 1107. The back area 1102 is an area that returns to the screen before transition when pressed. The error information 1103 displays, for example, an error code, the content of the error indicated by the error code, the date and time of the error occurrence, the date and time of reception by the operation information receiving unit 311 of the repair location notification server 101, and the like. In the example shown in Fig. 15, a yellow bottle rotation abnormality is displayed as the content of the error.

[0098] The repair location notification server 101 displays the estimated accuracy 1104 and the estimated results 1105 to 1107 based on the result of the repair location estimation process (FIG. 6(B)). The estimated accuracy 1104 indicates the accuracy of the estimation by the repair location estimation process. In this embodiment, the accuracy is indicated by the number of star marks. The repair location notification server 101 displays the estimated accuracy 1104 based on the estimated accuracy (Table 6) managed by the estimation result management unit 317. For example, the estimated accuracy 1104 shown in FIG. 15 displays the accuracy value of the record in Table 6 whose error ID is "Err-001" replaced with the number of star marks.

[0099] The estimation results 1105 to 1107 indicate the parts to be treated to eliminate the abnormality, the contents of the treatment, and the failure cause probability corresponding to the priority as the results of the estimation by the repair location estimation process. When there are multiple estimation results, they are displayed from the top in descending order of the failure cause probability. In FIG. 15, the top three estimation results when sorted by priority are displayed, but it is possible to check those with lower priorities by scrolling down the scroll version 1108. The repair location notification server 101 displays the estimation results 1105 to 1107 based on the estimation results (Table 5) managed by the estimation result management unit 317 and the treatment contents set for each part. For example, the estimation results 1105 to 1107 shown in FIG. 15 correspond to the record whose error ID in Table 5 is "Err-001". The part information of the estimation results 1105 to 1107 corresponds to the part number of the estimation result (Table 5), and the failure cause probability corresponds to the priority. The content of the treatment includes, for example, information indicating whether the part in question should be replaced, cleaned, or adjusted, and the priority of the treatment.

[0100] Fig. 16 is an example of a screen to which the transition occurs when the transition button 915 is pressed on the confirmation screen for repair part information after the estimation result has been changed as shown in Fig. 13. If the estimation result (including the estimation accuracy) has been changed due to re-filtering and re-determination, a message 1121 is displayed in the error information 1103. Furthermore, if the priority of the prepared part has been changed, in addition to the message 1121, a highlight 1122 is displayed.

[0101] The repair location notification server 101 displays the estimated accuracy 1125 and the estimated results 1126 to 1128 based on the results of the re-estimation process (FIGS. 7 and 8). The estimated accuracy 1125 indicates the accuracy of the estimation by the re-estimation process. In this embodiment, the accuracy is indicated by the number of star marks. The repair location notification server 101 displays the estimated accuracy 1104 based on the estimated accuracy after re-filtering (Table 13) managed by the estimation result management unit 317. For example, the estimated accuracy 1125 shown in FIG. 13 is displayed by replacing the accuracy value of the record in Table 16 whose error ID is "Err-001" with the number of star marks, and one star has been added from FIG. 12.

[0102] The estimation results 1126 to 1128 indicate the parts to be treated to eliminate the abnormality, the contents of the treatment, and the failure cause probability corresponding to the priority as the result of the estimation by the re-estimation process. When there are multiple estimation results, they are displayed from the top in descending order of the failure cause probability. In FIG. 16, the top three estimation results when sorted by priority are displayed, but it is possible to check those with lower priorities by scrolling down the scroll version 1108. The repair point notification server 101 displays the estimation results 1126 to 1128 based on the estimation results after re-determination (Table 14) managed by the estimation result management unit 317 and the treatment contents set for each part. For example, the estimation results 1126 to 1128 shown in FIG. 16 correspond to the record whose error ID in Table 14 is "Err-001". The part information of the estimation results 1126 to 1128 corresponds to the part number of the estimation result (Table 14), and the failure cause probability corresponds to the priority. The estimation results 1126 to 1128 shown in Fig. 16 have a change in the priority of repair parts from the estimation results 1105 to 1107 shown in Fig. 15. The user in charge of repair can check the estimation results 1126 to 1128 on the confirmation screen for repair part information after re-estimation to confirm the recommended measures to eliminate the abnormality that has occurred in the device and the parts that should be prepared for the measures.

[0103] In this embodiment, an example has been described in which when there is a change in the priority order of the parts prepared by the repair user, the parts are highlighted on a screen provided by the repair part notification server 101, such as a confirmation screen for repair part information, but highlighting may also be performed in the notification (S715).

[0104] As described above, according to this embodiment, if the estimated result of the repair location for the error information of the printer 102 is changed by re-estimation due to a change in the learning model after the repair user has confirmed it and prepared a dispatch plan, the repair user can be notified. This allows the repair user to grasp the latest repair location information in real time and notice that the estimated result that he or she confirmed has changed.

[0105] Example 2 In the first embodiment, when a repair user who has been notified that there has been a change in the estimation result checks the repair part information screen, the user can understand that there has been a change in the estimation result of the repair part, but cannot check how the change has been made. Therefore, in the second embodiment, a repair part information screen is provided that displays a comparison so that the repair user can check how the estimation result of the repair part has been changed by re-estimation.

[0106] 17 and 18 are diagrams showing an example of a repair location information screen in the second embodiment. As in FIG. 16, FIG. 17 and FIG. 18 are examples of repair location information screens when the estimation result (including estimation accuracy) is changed by re-filtering and re-determination, and the priority of the prepared parts is changed. The repair location information screen is a screen that the repair location notification server 101 displays on the information processing terminal 103 via the browser 331. FIG. 17 is an example of a screen that displays only the latest estimation result, and FIG. 18 is an example of a screen that displays the change difference of the estimation result by re-estimation. In the following, only the differences from the first embodiment will be described, and the same components as those in the first embodiment will be denoted by the same reference numerals and description thereof will be omitted. Note that in FIG. 17 and FIG. 18, the description of the submenu area 801 is omitted, and only the repair location information screen 1101 in the main area is illustrated.

[0107] The repair location information screens shown in Figs. 17 and 18 are provided with a latest result button 1201 and a change difference button 1202. The latest result button 1201 is a button for displaying the latest estimation result. The change difference button 1202 is a button for displaying the change difference of the estimation result by re-estimation. In Fig. 17, the latest result button 1201 is selected, and the latest estimation result (estimation results 1126 to 1128) is displayed. That is, when the repair location notification server 101 detects the selection of the latest result button 1201, it displays the estimation accuracy 1125 and the estimation results 1126 to 1128 based on the result of the latest re-estimation process (Figs. 7 and 8). Furthermore, when the transition button 915 is pressed on the confirmation screen of the repair location information after the estimation result change shown in Fig. 13, the repair location notification server 101 displays the repair location information screen with the latest result button 1201 selected.

[0108] In Fig. 18, the change difference button 1202 is selected, and a comparison display including a display showing the difference between the estimation results before and after the change by re-estimation (estimation results 1205-1207) and the latest estimation results (estimation results 1210-1212) is displayed. The estimation results before and after the change by re-estimation (estimation results 1205-1207) correspond to the estimation results 1105-1107 shown in Fig. 15 and are displayed in the before-change display area 1203. The latest estimation results (estimation results 1210-1212) correspond to the estimation results 1126-1128 shown in Fig. 16 and are displayed in the after-change display area 1208. That is, the repair location notifying server 101 displays the estimation results and the estimation results by the repair location estimation process (Fig. 6(B)) in the before-change display area 1203, and displays the estimation results and the estimation accuracy of the latest re-estimation process (Figs. 7 and 8) in the after-change display area 1208.

[0109] In addition, the latest estimation result (estimated results 1210 to 1212) displays difference information indicating the difference from the estimation result before the change. As the difference information of the estimation result, for example, "Appeared" indicating that it is a newly added repair part that did not exist before the change, characters such as "number + Down" and "number + Up" indicating an increase or decrease in the priority rank, and an arrow indicating an increase or decrease in the priority rank are displayed. Note that the display of the difference information is not limited to this, and the difference from the estimation result before the change may be indicated by other words or by color coding. In the example shown in FIG. 18, the estimation result 1210 displays "↑: Appeared" as difference information 1214, clearly indicating that the toner bottle (Y) was a repair part that did not exist before the change and became a new target of repair part after the change. The difference information 1215 in the estimation result 1211 and the difference information 1216 in the estimation result 1212 display "↓: 1 Down", clearly indicating that the priority rank has been lowered by one from before the change.

[0110] Moreover, the pre-change display area 1203 displays the pre-change estimated accuracy 1204, and the post-change display area 1208 displays the post-change estimated accuracy 1209. Furthermore, near the post-change estimated accuracy 1209, difference information 1213 indicating the difference from the pre-change estimated accuracy is displayed. As the difference information of the estimated accuracy, for example, characters such as "Numerical value + Down" and "Numerical value + Up" indicating the increase or decrease of the estimated accuracy and an arrow indicating the increase or decrease of the estimated accuracy are displayed. In the example shown in FIG. 18, the difference information 1213 "1: Up" is displayed under the estimated accuracy 1209. The repair location notification server 101 displays the estimated accuracy 1204 based on the estimated accuracy (Table 6) managed by the estimation result management unit 317, and displays the estimated accuracy 1209 based on the estimated accuracy after re-filtering (Table 13) managed by the estimation result management unit 317. Then, the repair location notification server 101 displays the difference between the estimated accuracy 1204 and the estimated accuracy 1209 in the difference information 1213.

[0111] In this way, according to this embodiment, it is possible to switch between a screen showing only the latest result and a screen showing the change difference. By providing a screen showing the change difference, when the estimation result is changed by re-estimation, the user in charge of the work can compare the estimation result before and after and understand how much the estimation accuracy and the order of priority of the estimation result have changed from before the change. Note that in this embodiment, the estimation result before the change is the initial estimation result, but this is not limited to this, and the estimation result before the change may be the estimation result of the re-estimation process before the latest re-estimation process. In other words, it is sufficient to display the estimation result last viewed by the user in the before-change display area 1203, and it does not matter whether it is the result of the initial estimation process or the result of the re-estimation process.

[0112] The disclosure of this embodiment includes the following configuration of an information providing system. (Configuration 1) a first providing unit that provides an estimation result regarding a measure required for dealing with an anomaly, the estimate result being output from an estimation system that executes an estimation process regarding a measure required for dealing with the anomaly using an estimation model; and a second providing unit that, when a re-estimation process is performed based on an update of the estimation system that affects an existing estimation result, provides an estimation result of the re-estimation process output from the estimation system. (Configuration 2) The information provision system according to configuration 1, wherein an update of the estimation system that affects an existing estimation result is an update of the estimation model, or an update of a filter that removes performance data of parts that are not related to a cause of anomaly from performance data used for learning the estimation model. (Configuration 3) 3. The information provision system according to configuration 1 or 2, wherein when the re-estimation process is performed and the estimation result by the re-estimation process has been changed from the existing estimation result, the second providing unit notifies the user in charge of the procedure of the change in the estimation result, and provides a screen showing the estimation result of the re-estimation process to a terminal operated by the user via a Web browser. (Configuration 4) A management unit that manages a dispatch plan including information on parts prepared by a user for the treatment based on the estimation result, The information provision system according to any one of configurations 1 to 3, wherein when there is a change in the parts to be prepared based on the estimation result of the re-estimation process from the parts registered in the dispatch plan, the second provision unit highlights the estimation result of the re-estimation process to be provided. (Configuration 5) The information provision system according to any one of configurations 1 to 4, wherein the second providing unit provides a screen capable of switching between displaying only the latest estimation result by the re-estimation process and displaying a comparison between an existing estimation result and the latest estimation result.

[0113] (Other embodiments) The present invention can also be realized by a process in which a program for implementing one or more of the functions of the above-described embodiments is supplied to a system or device via a network or a storage medium, and one or more processors in a computer of the system or device read and execute the program. The present invention can also be realized by a circuit (e.g., ASIC) that implements one or more of the functions.

[0114] Although the preferred embodiments of the present invention have been described above, the present invention is not limited to these embodiments, and various modifications and changes are possible within the scope of the gist of the present invention.

Claims

1. a first providing unit that provides an estimation result regarding a measure required for dealing with an anomaly, the estimation result being output from an estimation system that executes an estimation process regarding a measure required for dealing with the anomaly using an estimation model; and a second providing unit that, when a re-estimation process is performed based on an update of the estimation system that affects an existing estimation result, provides an estimation result of the re-estimation process output from the estimation system.

2. 2. The information provision system according to claim 1, wherein the update of the estimation system that affects an existing estimation result is an update of the estimation model, or an update of a filter that removes performance data of parts that are not related to a cause of anomaly from performance data used for learning the estimation model.

3. 2. The information provision system according to claim 1, wherein, when the re-estimation process is performed and an estimation result by the re-estimation process has been changed from an existing estimation result, the second providing unit notifies a user in charge of the procedure of the change in the estimation result and provides a screen showing the estimation result of the re-estimation process to a terminal operated by the user via a Web browser.

4. A management unit that manages a dispatch plan including information on parts prepared by a user for the treatment based on the estimation result, The information provision system according to claim 1, characterized in that, when there is a change in the parts to be prepared based on the estimation result of the re-estimation process from the parts registered in the dispatch plan, the second provision unit highlights the estimation result of the re-estimation process to be provided.

5. The information provision system according to claim 1, characterized in that the second providing unit provides a screen capable of switching between displaying only the latest estimation result obtained by the re-estimation process and displaying a comparison between an existing estimation result and the latest estimation result.

6. A method for controlling an information providing system, comprising: providing an estimation result regarding a measure required for dealing with an anomaly, the estimate result being output from an estimation system that executes an estimation process regarding a measure required for dealing with the anomaly using an estimation model; and when a re-estimation process is performed based on an update of the estimation system that affects an existing estimation result, providing an estimation result of the re-estimation process output from the estimation system.

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