Information processing system and program

Abstract

To provide an information processing system that collects information provided from a user who uses a device in which a failure has occurred, the information processing system prompting the user to continue providing information.SOLUTION: When a CPU of a response system receives a request to solve a failure of a printer from a user who uses the printer in which the failure has occurred, the CPU requests the user to answer a question 36 about solution of the failure, and displays to the user that it is necessary to make a phone call again when the user tries to leave communication about the failure.SELECTED DRAWING: Figure 3

Description

[Technical Field]

[0001] The present disclosure relates to an information processing system and a program. [Background technology]

[0002] For example, Patent Document 1 discloses an information processing device in which an instruction to start a conversation with a chatbot is received from an information processing terminal used by a user, along with attribute information of the user acquired by the information processing terminal. The information processing device refers to a storage unit that stores script information corresponding to each of a plurality of user attributes, and starts a conversation with the chatbot on the information processing terminal using script information determined based on the user attribute information. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] International Publication No. 2020 / 240838 Summary of the Invention [Problem to be solved by the invention]

[0004] The present disclosure aims to provide an information processing system that collects information provided by a user of a device in which a failure has occurred, and that encourages the user to continue providing information. [Means for solving the problem]

[0005] The information processing system of the first aspect includes a processor, and when the processor receives a request from a user of a faulty device to resolve the fault, the processor requests the user to provide information regarding the resolution of the fault, and displays to the user an indication of the work that the user will need to do if the device moves to another means of resolving the fault.

[0006] In a second aspect of the information processing system, in the information processing system according to the first aspect, the indication includes the magnitude of the amount of work that occurs when the user interrupts the provision of information.

[0007] In the information processing system of the third aspect, in the information processing system described in the first or second aspect, the processor displays the user's work content in the event that the user attempts to interrupt the provision of information and moves on to another solution.

[0008] An information processing system of a fourth aspect is the information processing system according to any one of the first to third aspects, wherein the processor continues to request the provision of information until the user attempts to stop the provision of information.

[0009] In a fifth aspect of the information processing system, in the information processing system described in the fourth aspect, the processor also displays the indication when the degree of sufficiency of information regarding the fault based on information provided by the user exceeds a predetermined threshold.

[0010] The sixth aspect of the program causes a processor to execute the following when a request for resolution of a fault in a faulty device is received from a user using the faulty device: request the user to provide information regarding resolution of the fault; and display to the user an indication of the work that the user will need to do if the fault is resolved by moving to another means of resolution. [Effects of the Invention]

[0011] According to the information processing system of the first aspect, in an information processing system that collects information provided by a user who uses a device in which a failure has occurred, it is possible to urge the user to continue providing information.

[0012] According to the information processing system of the second aspect, when a device failure is resolved by switching to another solution, the user is more likely to continue providing information compared to when only the work required by the user is indicated.

[0013] According to the information processing system of the third aspect, it is easier for the user to concentrate on providing information, compared to when a sign prompting the user to provide more information is always displayed.

[0014] According to the information processing system of the fourth aspect, it is easier for users to provide more information than when there is a limit to the amount of information that can be received from users.

[0015] According to the information processing system of the fifth aspect, when the degree of sufficiency of information regarding equipment failure exceeds a threshold, the user can be encouraged to continue receiving information, compared to when the display of the sign is stopped.

[0016] According to the program of the sixth aspect, in a program that collects information provided by a user of a device in which a failure has occurred, it is possible to prompt the user to continue providing information. [Brief explanation of the drawings]

[0017] [Figure 1] FIG. 1 is a diagram illustrating a response system according to an embodiment of the present disclosure. [Figure 2] FIG. 1 is a diagram illustrating a system configuration of a chatbot according to an embodiment of the present disclosure. [Figure 3] FIG. 10 is a diagram illustrating the content displayed on an input screen operated by a user according to an embodiment of the present disclosure. [Figure 4] 5 is a diagram illustrating the content displayed on the display unit according to an embodiment of the present disclosure, following FIG. 3, and illustrating the content in a state in which information is provided by the user and a new question is displayed. [Figure 5] 5 is a diagram illustrating the content displayed on the display unit according to the embodiment of the present disclosure, following FIG. 4, and illustrating the content in a state where information is continuously provided by the user. FIG. [Figure 6] FIG. 10 is a diagram showing an example of a marking related to work content according to an embodiment of the present disclosure, illustrating a first confirmation marking that is displayed on an input screen operated by a user when the user attempts to leave when the information satisfaction level is low. [Figure 7] FIG. 10 is a diagram showing an example of a display related to work content according to an embodiment of the present disclosure, illustrating a second confirmation display that is displayed on an input screen operated by a user when the user attempts to leave when information sufficiency is medium. [Figure 8] FIG. 10 is a diagram showing an example of a marking related to work content according to an embodiment of the present disclosure, illustrating a third confirmation marking that is displayed on an input screen operated by a user when the user attempts to leave when the information satisfaction level is high. [Figure 9] FIG. 2 is a flow diagram illustrating an operation procedure of the response system according to an embodiment of the present disclosure. DETAILED DESCRIPTION OF THE INVENTION

[0018] An example of an embodiment of the present disclosure will be described below with reference to the drawings. In each drawing, the same or equivalent components and parts are designated by the same reference numerals. Furthermore, the dimensional proportions in the drawings are exaggerated for the sake of explanation and may differ from the actual proportions.

[0019] [Embodiment] 1 is a diagram showing an example of use of a response system 10, which is an example of an information processing system according to this embodiment. As shown in Fig. 1, the response system 10 is configured with an input device 30 for a user UR and a computer 20 to which the input device 30 is connected via a network, and is used when a user UR, who is a person who uses a printer 12, makes an inquiry about the printer 12.

[0020] (Computer 20) As shown in Fig. 2, the computer 20 includes a communication unit 28 and a control unit 24. As shown in Fig. 2, the control unit 24 includes a CPU 24A, a RAM 24B, a ROM 24C, and an input / output interface (I / O) 24E. These components are connected to one another via a control bus 24D.

[0021] The communication unit 28 is a component for communicating with other devices via a network (not shown). Specifically, the communication unit 28 communicates with other devices using communication means such as wired, wireless, the Internet, an intranet, and public lines such as telephone lines.

[0022] The CPU 24A is a central processing unit, which is an example of a "processor," and executes various programs and controls each part. The RAM 24B serves as a working area and temporarily stores the program 25 or data. The ROM 24C stores various data including the "program" according to the present disclosure.

[0023] In the control unit 24, the CPU 24A reads various programs including the processing program 25 from the ROM 24C and executes the program 25 using the RAM 24B as a work area. By executing the processing program 25, the CPU 24A realizes various functions for controlling each part of the computer 20.

[0024] The computer 20 according to this embodiment executes the response system 10 by having the CPU 24A execute the program 25. The response system 10 is, for example, a chatbot that displays predetermined questions and prompts the user UR to answer them. The response system 10 also prompts the user UR to provide information about the problem with the printer 12 by displaying an input screen 32 for inputting questions 36 on the display screen of the input device 30 of the user UR.

[0025] 1, when a problem occurs with the printer 12 used by the user UR, the user UR uses an input device 30 to access a response system 10 available on the retailer's website. The response system 10 then provides a solution to the problem obtained based on information provided by the user UR to a repairer RR. The repairer RR then visits the user UR and resolves the cause of the problem in the printer 12 based on the solution provided by the user UR.

[0026] In other words, the user UR's use of the response system 10 is an example of making a request for a solution to a device failure in this embodiment. Also, the CPU 24A displaying the input screen 32 for inputting answers to the questions 36 on the display screen of the input device 30 used by the user UR is an example of accepting a solution request in this embodiment.

[0027] Next, the operation of the response system 10 according to this embodiment will be described with reference to FIGS.

[0028] (Chat display area 40 and status display area 50) As shown in FIG. 3, an input screen 32 having a chat display area 40 and a status display area 50 is displayed on the display screen of the input device 30 of a user UR who uses the response system 10 according to this embodiment.

[0029] As shown in FIG. 3, the chat display area 40 is an area where the user UR inputs the status of the fault occurring in the printer 12. By inputting the fault occurring in the printer 12, the user UR provides information related to the fault occurring in the printer 12 to the chatbot CB, which is the response system 10. The chat display area 40 also displays questions 36 in which the chatbot CB asks for further information related to the printer 12 based on input information 34 related to the fault occurring in the printer 12, input by the user UR. By answering the questions 36 displayed by the chatbot CB, the user UR can provide information related to the fault occurring in the printer 12 as additional input information 34.

[0030] 3, the status display area 50 is an area where an indication of the amount of work required by the user if the process moves to another solution is displayed according to the degree of sufficiency of the information provided by the user UR, and a work amount meter 54 that indicates the amount of work required by the user is displayed. As an example, the work amount meter 54 is a so-called progress bar that displays the magnitude of the amount of work required by the user if the process moves to another solution according to the degree of sufficiency of the information provided by the user UR, which is included in the input information 34, when the user UR inputs the input information 34.

[0031] In addition, as shown in FIG. 3, the status display area 50 displays a done button 52 that the user UR inputs when choosing to end the interaction with the chatbot CB (withdraw from the interaction).

[0032] In the following explanation, "information sufficiency" refers to the degree to which the cause of the problem occurring in the printer 12 has been narrowed down, as estimated based on input information 34, which is information provided by the user UR, for example. In other words, the more the cause of the problem occurring in the printer 12 has been narrowed down, the higher the information sufficiency, and if the cause of the problem occurring in the printer 12 has not been narrowed down, the information sufficiency is low. The amount of work required by the user if they switch to another solution method according to the information sufficiency is displayed as the current value 56 of the work amount meter 54.

[0033] In this embodiment, the user UR provides information occurring in the printer 12 by inputting appropriate input information 34 in response to questions posed by the chatbot CB, which are displayed in the chat display area 40, as shown in Figures 3 to 5.

[0034] 4 and 5, in the response system 10 according to this embodiment, every time the user UR answers a question posed by the chatbot CB, a new question is presented to the user UR from the chatbot CB displayed by the CPU 24A. Then, every time the user UR answers a question 36 presented by the chatbot CB, the CPU 24A narrows down the causes of the problem occurring in the printer 12 based on the input information 34 provided by the user UR, as shown in FIG.

[0035] The CPU 24A then changes the display of the work amount meter 54 based on the extent to which the causes of the problem occurring in the printer 12 have been narrowed down, predicted based on the information provided by the user UR. For example, in the example shown in Figures 3 to 5, in the procedure for receiving the details of the problem from the user UR, which will be described later, the fewer the possible causes of the problem, the higher the level of information satisfaction, and the current value 56 of the work amount meter 54 is displayed. More specifically, in the example shown in Figures 3 to 5, the higher the level of information satisfaction, the more the display of the progress bar, which indicates the current value 56 of the amount of work the user will need to do if they switch to another solution, recedes.

[0036] Furthermore, in the response system 10 according to this embodiment, the user UR can select the Done button 52 at any time. In other words, when the user UR determines that he or she has answered the questions 36 presented by the chatbot CB, he or she can voluntarily select the Done button 52 to leave the interaction with the chatbot CB. In this embodiment, the user UR's leaving the interaction by pressing the Done button 52 is an example of "attempting to interrupt the provision of information" in this embodiment.

[0037] Here, in the response system 10 according to this embodiment, when the complete button 52 is selected, one of the confirmation displays shown in FIG. 6 to FIG. 8 is displayed.

[0038] More specifically, in the response system 10 according to this embodiment, if the CPU 24A determines that the degree of information sufficiency is low at the time the complete button 52 is selected, a first confirmation indicator 62 is displayed as shown in Fig. 6. As shown in Fig. 6, the first confirmation indicator 62 displays a first task content notification 62M, an exit button 70, and a continue button 72.

[0039] 6 indicates that the cause of the problem occurring in the printer 12 cannot be narrowed down based on the information provided by the user UR, and that a repair person RR cannot be dispatched. The first work content notification 62M also indicates that the user UR needs to call a call center representative or the like again and explain the problem occurring in the printer 12. The user UR calling the call center is an example of "the work content of the user UR" in this embodiment.

[0040] In this embodiment, if the user UR selects the leave button 70 while the first confirmation indicator 62 is displayed, the response system 10 is terminated. After that, the user UR, for example, calls the call center again to explain the problem with the printer 12. On the other hand, if the user UR selects the continue button 72 while the first confirmation indicator 62 is displayed, the first confirmation indicator 62 is erased, and the interaction with the chatbot CB is resumed as shown in FIGS. 3 to 5. In this way, selecting the leave button 70 while the first confirmation indicator 62 is displayed and leaving the interaction with the chatbot CB is an example of "interrupting the provision of information and switching to another solution" in this embodiment.

[0041] Furthermore, in the response system 10 according to this embodiment, if the CPU 24A determines that the degree of information sufficiency is medium at the time the complete button 52 is selected, a second confirmation indicator 64 is displayed as shown in Fig. 7. As shown in Fig. 7, the second confirmation indicator 64 displays a second task content notification 64M, an exit button 70, and a continue button 72.

[0042] 7 indicates that the cause of the problem occurring in the printer 12 has not been narrowed down based on the information provided by the user UR, and that the user UR may be contacted again for further confirmation. In other words, the second work content notification 64M indicates that the user UR may respond to further inquiries. Furthermore, the fact that the user UR responds to further inquiries is another example of "the user UR's work content" in this embodiment.

[0043] In this embodiment, if the user UR selects the leave button 70 while the second confirmation indicator 64 is displayed, the response system 10 is terminated. However, the user UR may subsequently receive a call from, for example, a call center to explain the problem with the printer 12. On the other hand, if the user UR selects the continue button 72 while the second confirmation indicator 64 is displayed, the second confirmation indicator 64 is removed, and interaction with the chatbot CB is resumed as shown in Figures 3 to 5.

[0044] Furthermore, in the response system 10 according to this embodiment, if the CPU 24A determines that the degree of information satisfaction is high at the time the complete button 52 is selected, a third confirmation indicator 66 is displayed as shown in Fig. 8. As shown in Fig. 8, the third confirmation indicator 66 displays a third task content notification 66M, an exit button 70, and a continue button 72.

[0045] 8 indicates that a repair person RR will be dispatched because the cause of the problem occurring in the printer 12 has been narrowed down based on the information provided by the user UR. In other words, the third work content notification 66M indicates that the user UR does not need to provide any further information about the problem occurring in the printer 12.

[0046] In this embodiment, if the user UR selects the leave button 70 while the third confirmation indicator 66 is displayed, the response system 10 is terminated. The user UR is then shown a screen for inputting the date and time when the worker will be dispatched, for example. On the other hand, if the user UR selects the continue button 72 while the third confirmation indicator 66 is displayed, the third confirmation indicator 66 is removed, and interaction with the chatbot CB is resumed, as shown in FIGS. 3 to 5.

[0047] Next, a procedure executed by the CPU 24A of the response system 10 according to this embodiment to receive the details of a failure from the user UR will be described.

[0048] (Procedure for receiving the details of the problem from the user UR) The program 25 of the response system 10 executed by the CPU 24A includes the procedure shown in Fig. 9. Although not specifically shown in Fig. 9, at the time when the procedure for receiving the details of the fault from the user UR is started, the CPU 24A considers the initial value of the information sufficiency to be "low."

[0049] First, the CPU 24A receives an input from the user UR in step S102. More specifically, the CPU 24A waits in step S102 until the Complete button 52 is selected or new information is provided. Then, when the Complete button 52 is selected or new information is provided, the CPU 24A proceeds to step S104.

[0050] Next, in step S104, the CPU 24A determines whether the Complete button 52 has been selected. If the CPU 24A determines negative in step S104, in other words, if new information has been provided by the user UR, the process proceeds to step S106. On the other hand, if the CPU 24A determines positive in step S104, in other words, if the user UR has selected the Complete button 52, the process proceeds to step S120.

[0051] Next, in step S106, the CPU 24A analyzes the information provided by the user UR and predicts the cause of the problem occurring in the printer 12. More specifically, the CPU 24A predicts the cause of the problem occurring in the printer 12 based on the information provided by the user UR that was entered in the chat display area 40. Then, the CPU 24A proceeds to step S108.

[0052] Next, in step S108, the CPU 24A determines the number of predicted causes of failure. More specifically, in step S108, the CPU 24A determines whether the number of predicted causes of failure is multiple (two or more). Note that the number of predicted causes of failure is multiple is an example of "when the degree of information sufficiency does not satisfy a predetermined threshold" in this embodiment. Then, if the CPU 24A makes a negative determination in step S108, the process proceeds to step S110. On the other hand, if the CPU 24A makes a positive determination in step S108, the process proceeds to step S112.

[0053] Next, in step S110, the CPU 24A determines how many consecutive times the same result has been obtained for the cause of the printer 12 that was predicted in step S106. More specifically, the CPU 24A determines whether the prediction results have all been the same for the most recent predetermined number of times that step S106 has been executed. Note that the fact that the prediction results have all been the same for the most recent predetermined number of times is an example of "when the information sufficiency exceeds a predetermined threshold" in this embodiment. If the CPU 24A makes a positive determination in step S110, it proceeds to step S116. On the other hand, if the CPU 24A makes a negative determination in step S110, i.e., if the prediction results are different or if step S106 has not been executed the predetermined number of times, it proceeds to step S114.

[0054] Then, when the CPU 24A proceeds to step S112, it determines that the degree of information sufficiency is “low.” Then, the CPU 24A proceeds to step S117.

[0055] Furthermore, when the CPU 24A proceeds to step S114, it determines that the degree of information sufficiency is “medium.” Then, the CPU 24A proceeds to step S117.

[0056] Furthermore, when the CPU 24A proceeds to step S116, it determines that the degree of information sufficiency is “high.” Then, the CPU 24A proceeds to step S117.

[0057] Next, in step S117, the CPU 24A updates the display of the current value 56 on the effort meter 54 in accordance with the information sufficiency updated in step S112, step S114, or step S116. More specifically, if the CPU 24A determines that the information sufficiency is "low," the CPU 24A displays the entire effort meter 54 in a filled-in manner, as shown in FIG. 3. If the CPU 24A determines that the information sufficiency is "medium," the CPU 24A displays the entire effort meter 54 in a filled-in manner, as shown in FIG. 4. If the CPU 24A determines that the information sufficiency is "high," the CPU 24A displays the entire effort meter 54 in a filled-in manner, as shown in FIG. 5, for example. Then, the CPU 24A proceeds to step S118.

[0058] Next, in step S118, the CPU 24A displays the next question 36 in the chat display area 40. More specifically, in step S118, the CPU 24A displays the new question 36 in the chat display area 40, and prompts the user UR to provide new information. Then, the CPU 24A proceeds to step S102.

[0059] Furthermore, when the CPU 24A proceeds to step S120, it displays a confirmation indicator corresponding to the information fulfillment level on the input screen 32. More specifically, when the user UR selects the Complete button 52 with the information fulfillment level set to "low," the CPU 24A displays a first confirmation indicator 62 shown in FIG. 6 as a confirmation indicator for when the information fulfillment level is "low." When the user UR selects the Complete button 52 with the information fulfillment level set to "medium," the CPU 24A displays a second confirmation indicator 64 shown in FIG. 7 as a confirmation indicator for when the information fulfillment level is "medium." When the user UR selects the Complete button 52 with the information fulfillment level set to "high," the CPU 24A displays a third confirmation indicator 66 shown in FIG. 8 as a confirmation indicator for when the information fulfillment level is "high." Then, the CPU 24A proceeds to step S122.

[0060] Next, in step S122, the CPU 24A determines whether the leave button 70 has been selected. More specifically, in step S122, the CPU 24A determines whether the leave button 70 shown in the first confirmation indicator 62, the second confirmation indicator 64, or the third confirmation indicator 66 has been selected. If the CPU 24A makes a negative determination in step S122, it erases the first confirmation indicator 62, the second confirmation indicator 64, or the third confirmation indicator 66, and then proceeds to step S102. On the other hand, if the CPU 24A makes a positive determination in step S122, it ends the procedure for receiving the details of the failure from the user UR.

[0061] In this embodiment, when the procedure for receiving the details of the fault from the user UR is completed, if the degree of information sufficiency is "low", the CPU 24A displays a telephone number for the call center on the display screen of the input device 30 of the user UR. Also, when the procedure for receiving the details of the fault from the user UR is completed, if the degree of information sufficiency is "medium" or "high", the CPU 24A provides the repairer RR with information obtained based on the information provided by the user UR.

[0062] Incidentally, the more information about the failure occurring in the printer 12 provided by the user UR, the less likely it is that an unexpected incident will occur for the repairer RR. In other words, the amount of information about the failure provided by the user UR to the repairer RR may be to the extent that a positive determination is made in step S110 described above.

[0063] Therefore, in the response system 10 of this embodiment, the CPU 24A proceeds to step S116 shown in Fig. 9, and further displays the questions 36 to the user UR even if the information satisfaction level is "high." In other words, the CPU 24A repeats steps S102 to S118 shown in Fig. 9 to further prompt the user UR to provide information, thereby calculating the information satisfaction level.

[0064] According to the response system 10 and the program 25 of this embodiment, the following actions and effects can be obtained.

[0065] (Action and effect) The response system 10 according to this embodiment requests information about the printer 12 failure from the user UR who uses the printer 12 where the failure has occurred, and displays the status display area 50. Therefore, according to the response system 10 according to this embodiment, the response system 10 that collects information provided by the user UR who uses the printer 12 where the failure has occurred can encourage the user UR to continue providing information.

[0066] Furthermore, the response system 10 according to this embodiment displays the amount of work that will occur when the user UR selects the exit button 70 as a work amount meter 54. Therefore, according to the response system 10 according to this embodiment, the user UR is more likely to continue providing information than when the work content required by the user UR is directly displayed only in the status display area 50.

[0067] Furthermore, the response system 10 according to this embodiment displays the work content of the user UR that occurs when the user UR selects the exit button 70 after selecting the complete button 52 as a first confirmation indicator 62, a second confirmation indicator 64, or a third confirmation indicator 66. Therefore, according to the response system 10 according to this embodiment, the spontaneous provision of information by the user UR is less likely to be interrupted compared to when only the status display area 50 is always displayed, making it easier for the user UR to concentrate on providing information.

[0068] Furthermore, the response system 10 according to this embodiment continues to request the user UR to provide information until the user UR attempts to select the complete button 52. Therefore, according to the response system 10 according to this embodiment, the user UR is less likely to be interrupted in providing information voluntarily, compared to when there is a limit to the amount of information that can be received from the user UR, and therefore the user UR is more likely to provide more information.

[0069] Furthermore, the response system 10 according to this embodiment further displays the workload meter 54 indicating the information sufficiency even if the sufficiency of the information provided by the user UR exceeds a threshold. Therefore, according to the response system 10 according to this embodiment, when the sufficiency of the information regarding the failure of the printer 12 has accumulated, it is possible to encourage the user UR to continue providing information, compared to a case where the display of the current value 56 of the workload meter 54 is stopped.

[0070] Furthermore, the program 25 according to this embodiment requests information about the printer 12 failure from the user UR who uses the printer 12 in which the failure has occurred, and if the information sufficiency level included in the information provided by the user UR does not meet a predetermined threshold, causes the processor to display the first confirmation sign 62. Therefore, according to the program 25 according to this embodiment, the program that collects information provided by the user UR who uses the printer 12 in which the failure has occurred can urge the user UR to continue providing information.

[0071] (Variation) In the above description, the CPU 24A provides the user UR with the information satisfaction level by displaying the workload meter 54. However, the response system 10 according to the present embodiment is not limited to this as long as it is capable of providing the user UR with the current value 56 of the information satisfaction level. For example, instead of displaying the workload meter 54 as a progress bar, the information satisfaction level may be displayed numerically, or the information satisfaction level may be indicated by the size, shape, position, color, etc. of an icon or the like displayed in the status display area 50. Furthermore, instead of displaying the information satisfaction level in the status display area 50, the information satisfaction level may be provided to the user UR as auditory information, such as sound production.

[0072] In the above description, the CPU 24A has included in the first confirmation indication 62 that the user UR should call the call center, but the response system 10 in this embodiment is not limited to this. For example, the first work confirmation indication may only display that the repairman RR cannot be dispatched, and may omit the information that the user UR should further call the call center.

[0073] In the above description, the CPU 24A displays the first work content notification 62M when the user UR selects the complete button 52. However, the response system 10 in this embodiment is not limited to this. For example, the CPU 24A may always display the first work content notification 62M in the status display area 50.

[0074] In the above description, the CPU 24A continues to ask questions to the user UR until the user UR selects the complete button 52, but the response system 10 in this embodiment is not limited to this. For example, the CPU 24A may stop asking additional questions to the user UR when it determines that the degree of information sufficiency is "high."

[0075] In the above description, the CPU 24A continues to display the workload meter 54 even when it determines that the information sufficiency is "high," but the response system 10 in this embodiment is not limited to this. For example, the CPU 24A may erase the display of the workload meter 54 when it determines that the information sufficiency is "high."

[0076] In these modified examples, the same functions and effects as those described above can be obtained.

[0077] The above describes an embodiment of the present disclosure with reference to the accompanying drawings. However, it is clear that a person with ordinary knowledge in the field of technology to which the present disclosure pertains can conceive of various modifications or applications within the scope of the technical ideas set forth in the claims, and it is understood that these also naturally fall within the technical scope of the present disclosure.

[0078] Further preferred aspects of the present disclosure will be described below.

[0079] (((1))) a processor; When the processor receives a request for solving a fault in a device from a user who uses the device in which the fault has occurred, the processor requests the user to provide information regarding the solution to the fault, and displays to the user an indication of the amount of work required by the user if the device moves to another means of solving the fault. Information processing system.

[0080] (((2))) The indication includes the amount of work that occurs when the user stops providing information. (((1)))'s information processing system.

[0081] (((3))) The processor displays the user's workload when transitioning to another solution if the user attempts to discontinue providing information. An information processing system (((1))) or (((2))).

[0082] (((4))) the processor continues to prompt for information until the user attempts to discontinue providing the information; An information processing system according to any one of (((1))) to (((3))).

[0083] (((5))) the processor also displays the indication when a sufficiency of information about the fault based on information provided by the user exceeds a predetermined threshold. (((4)))'s information processing system.

[0084] (((6))) When a request for solving a fault in a device is received from a user who uses the faulty device, the processor is caused to request the user to provide information regarding the solution to the fault, and to display to the user an indication of the amount of work required by the user if the system moves to another means for solving the fault. program.

[0085] According to the information processing system of (((1))), in an information processing system that collects information provided by a user who uses a device in which a failure has occurred, it is possible to encourage the user to continue providing information. According to the information processing system of (((2))), it is easier for users to continue providing information when switching to another solution for a device failure, compared to when only the amount of work required by the user is indicated. According to the information processing system of (((3))), it is easier for the user to concentrate on providing information, compared to when a sign prompting the user to provide more information is constantly displayed. According to the information processing system of (((4))), it is easier for users to provide more information than when there is a limit to the amount of information that can be received from users. According to the information processing system of (((5))), when the degree of sufficiency of information regarding equipment failure exceeds a threshold, the user can be encouraged to continue receiving information, compared to when the display of the sign is stopped. According to the program of (((6))), in a program that collects information provided by a user of a device in which a failure has occurred, it is possible to encourage the user to continue providing information. [Explanation of symbols]

[0086] 10 Response system (an example of an information processing system) 12 Printer (an example of a device that has experienced a problem) 20 Computer 24 Control Unit 24A CPU (an example of a processor) 24B RAM 24C ROM 24D Bus 24E I / O 25 Programs 28 Communications Department 30 Input Devices 32 Input screen 34 Input information 36 Questions 40 Chat display area 50 Status display area (example of display related to workload) 52 Complete button 54 Work load meter 56 Current Value 62 First confirmation sign 62M First work notification 64 Second confirmation mark 64M Second work content notification 66 Third confirmation sign 66M Third Work Details Notification 70 Exit button 72 Continue button CB Chatbot RR Repairer UR User

Claims

1. a processor; When the processor receives a request for solving a fault in a device from a user who uses the device in which the fault has occurred, the processor requests the user to provide information regarding the solution to the fault, and displays to the user an indication of the amount of work required by the user if the device moves to another means of solving the fault. Information processing system.

2. The indication includes the amount of work that occurs when the user stops providing information. The information processing system according to claim 1 .

3. The processor displays the user's work content when the user attempts to interrupt the provision of information and transitions to another solution. The information processing system according to claim 1 .

4. the processor continues to prompt for information until the user attempts to discontinue providing the information; The information processing system according to any one of claims 1 to 3.

5. the processor also displays the indication when a sufficiency of information about the fault based on information provided by the user exceeds a predetermined threshold. The information processing system according to claim 4 .

6. When a request for solving a fault in a device is received from a user who uses the faulty device, the processor is caused to request the user to provide information regarding the solution to the fault, and to display to the user an indication of the work required by the user if the system moves to another means for solving the fault. program.

Images