Information processing method, program and information processing device

Abstract

To provide an information processing method etc. capable of acquiring trouble countermeasure information by a language generation model.SOLUTION: An information processing method includes: displaying a code which includes apparatus identification information for identifying an apparatus, and trouble information related to trouble of the apparatus 3 on a display unit of the apparatus 3; acquiring the apparatus identification information and the trouble information corresponding to the code read out by a portable terminal device 2; acquiring trouble countermeasure information by giving information about the acquired apparatus identification information and the trouble information to a language generation model; and executing processing which transmits the acquired trouble countermeasure information to the portable terminal device 2.SELECTED DRAWING: Figure 7

Description

[Technical Field]

[0001] The present invention relates to an information processing method, a program, and an information processing device. [Background technology]

[0002] In recent years, there has been active development of technology related to troubles that occur in devices and countermeasures for those troubles. For example, Patent Document 1 discloses an information processing system that displays information on errors (trouble) that occur in devices and methods for resolving the troubles (trouble countermeasures) in association with each other. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Publication No. 2023-091722 Summary of the Invention [Problem to be solved by the invention]

[0004] However, the invention of Patent Document 1 has a problem in that when a problem occurs in the device, it is not possible to acquire information on how to deal with the problem using a language generation model.

[0005] One aspect of the present invention is to provide an information processing method and the like that can acquire troubleshooting information using a language generation model. [Means for solving the problem]

[0006] An information processing method according to one aspect is characterized in that a code including device identification information for identifying the device and trouble information relating to a problem with the device is displayed on a display unit of the device, the device identification information and trouble information corresponding to the code read by a mobile terminal device are acquired, the acquired device identification information and trouble information are provided to a language generation model to acquire trouble-solving information, and a process is executed to transmit the acquired trouble-solving information to the mobile terminal device. [Effects of the Invention]

[0007] In one aspect, the language generation model makes it possible to obtain troubleshooting information. [Brief explanation of the drawings]

[0008] [Figure 1] FIG. 1 is an explanatory diagram showing an overview of a troubleshooting system. [Figure 2] FIG. 2 is a block diagram illustrating an example of the configuration of a server. [Figure 3] 10 is an explanatory diagram showing an example of the record layout of a troubleshooting related information DB and a manual DB. FIG. [Figure 4] FIG. 2 is a block diagram illustrating an example of the configuration of a terminal. [Figure 5] FIG. 1 is a block diagram illustrating an example of the configuration of a copy machine. [Figure 6] 10A and 10B are explanatory diagrams showing examples of record layouts of a copy machine information DB and a log DB; [Figure 7] FIG. 10 is an explanatory diagram illustrating a process for automatically acquiring troubleshooting information. [Figure 8] FIG. 10 is an explanatory diagram illustrating the output process of troubleshooting information using a troubleshooting output model. [Figure 9] 10 is a flowchart showing a processing procedure for generating a two-dimensional code in the event of a problem. [Figure 10] 10 is a flowchart showing a processing procedure when troubleshooting information is output. [Figure 11] 10 is a flowchart showing a processing procedure for extracting troubleshooting-related information using a troubleshooting output model. [Figure 12] FIG. 10 is an explanatory diagram illustrating a process of outputting a countermeasure program using a troubleshooting output model. [Figure 13] FIG. 10 is an explanatory diagram illustrating an example of a test case. [Figure 14] 10 is a flowchart showing a processing procedure when a countermeasure program is generated in a trouble countermeasure output model. DETAILED DESCRIPTION OF THE INVENTION

[0009] The present invention will be described in detail below with reference to the drawings showing embodiments thereof.

[0010] (Embodiment 1) The first embodiment relates to an embodiment in which, when a problem occurs in a device, troubleshooting information is automatically acquired.

[0011] Typically, when equipment trouble occurs in offices, factories, construction sites, medical facilities, etc., a quick response is required. However, to identify the cause of the trouble and implement appropriate measures (solutions), detailed trouble information must be collected and analyzed by a person in charge (e.g., an engineer). Because collecting and analyzing trouble information takes a large amount of time, it is difficult to respond to the trouble quickly, and as a result, the resolution of the problem may be delayed.

[0012] To solve this problem, in this embodiment, the collection and analysis of trouble information is automated, and troubleshooting information is automatically acquired based on the collected trouble information, thus enabling a quick response to the trouble.

[0013] 1 is an explanatory diagram showing an overview of a troubleshooting system. The system of this embodiment includes an information processing device 1, an information processing terminal (portable terminal device) 2, and a device 3, and each device transmits and receives information via a network N such as the Internet.

[0014] The information processing device 1 is an information processing device that processes, stores, and transmits / receives various types of information. The information processing device 1 is, for example, a server device or a personal computer. In the present embodiment, the information processing device 1 will be hereinafter referred to as a server 1 for the sake of simplicity.

[0015] The information processing terminal 2 is a terminal device that reads the code displayed on the display unit of the device 3, acquires and transmits the device identification information and trouble information contained in the code, and receives and displays trouble solution information. The information processing terminal 2 is an information processing device such as a smartphone, a mobile phone, a wearable device such as a smart watch, a tablet, or a personal computer terminal. For simplicity, the information processing terminal 2 will be referred to as terminal 2 below.

[0016] Equipment 3 is a device designed to achieve a specific purpose, and includes, for example, office equipment (e.g., a copier, printer, scanner, or fax machine), machinery, manufacturing equipment that makes up a production line in the manufacturing industry, medical equipment (e.g., an X-ray machine, ultrasound machine, MRI scanner, or electrocardiogram machine), electrical equipment, or transportation equipment such as automobiles, trains, or airplanes.

[0017] In the following, an example will be described in which the device 3 is a copier, but the description can be applied to other types of devices as well. For simplicity, the device 3 will be read as the copier 3 below.

[0018] When a problem occurs in the copier 3 according to this embodiment, the copier 3 generates and displays on the display a code including device identification information for identifying the copier 3 and trouble information related to the problem in the copier 3. The device identification information is information for uniquely identifying the copier 3, and includes, for example, the model name, information related to the operating system (such as the OS version or OS name), a machine number (device ID; machine number), or a serial number. The device identification information may also be a combination of these.

[0019] Terminal 2 reads the code displayed on the display unit of copy machine 3 and acquires the device identification information and trouble information corresponding to the code. Terminal 2 transmits the acquired device identification information and trouble information to server 1. Server 1 acquires trouble solution information by providing the information about the device identification information and trouble information transmitted from terminal 2 to a language generation model. The language generation model will be described later. Server 1 transmits the acquired trouble solution information to terminal 2.

[0020] 2 is a block diagram showing an example of the configuration of the server 1. The server 1 includes a control unit 11, a storage unit 12, a communication unit 13, a reading unit 14, and a large-capacity storage unit 15. Each component is connected by a bus B.

[0021] The control unit 11 includes an arithmetic processing device such as a CPU (Central Processing Unit), an MPU (Micro-Processing Unit), a GPU (Graphics Processing Unit), an FPGA (Field Programmable Gate Array), a DSP (Digital Signal Processor), or a quantum processor. The control unit 11 reads and executes a control program 1P (program product) stored in the storage unit 12, thereby performing various information processing, control processing, and the like related to the server 1.

[0022] It should be noted that the control program 1P can be deployed to run on a single computer, or on multiple computers located at one site, or distributed across multiple sites and interconnected by a communications network.

[0023] 2, the control unit 11 is described as a single processor, but it may be a multi-processor. The control unit 11 may execute various information processes or control processes by the same processor within the server 1, or may execute various processes by different processors within the server 1.

[0024] The storage unit 12 includes memory elements such as RAM (Random Access Memory) and ROM (Read Only Memory), and stores the control program 1P or data required for the control unit 11 to execute processing. The storage unit 12 also temporarily stores data required for the control unit 11 to execute arithmetic processing. The communication unit 13 is a communication module for performing communication-related processing, and transmits and receives information to and from the terminal 2, etc. via the network N.

[0025] The reading unit 14 reads a portable storage medium 1a including a CD (Compact Disc)-ROM or a DVD (Digital Versatile Disc)-ROM. The control unit 11 may read the control program 1P from the portable storage medium 1a via the reading unit 14 and store it in the mass storage unit 15. Alternatively, the control unit 11 may download the control program 1P from another computer via a network N or the like and store it in the mass storage unit 15. Furthermore, the control unit 11 may read the control program 1P from the semiconductor memory 1b.

[0026] The mass storage unit 15 includes a recording medium such as a hard disk drive (HDD) or a solid state drive (SSD). The mass storage unit 15 includes a troubleshooting output model (language generation model) 151, a troubleshooting related information database (DB) 152, and a manual DB 153.

[0027] The trouble shooting output model 151 is an output device that outputs trouble shooting information based on the device identification information of the copy machine 3 and trouble information relating to a trouble with the copy machine 3, and is a trained model generated by machine learning.

[0028] The troubleshooting output model 151 is a language generation model constructed by pre-training using large-scale text data (dataset). As the troubleshooting output model 151, for example, large language models (LLMs) such as Transformer, ALBERT (A Lite BERT), GPT (Generative Pre-trained Transformer)-2, GPT-3, GPT-4, LLaVA (Large Language and Vision Assistant), MiniGPT-4, or BERT (Bidirectional Encoder Representations from Transformers) can be used.

[0029] The troubleshooting related information DB 152 stores troubleshooting related information for the copy machine 3. The manual DB 153 stores the manual (procedure) for the copy machine 3.

[0030] In this embodiment, the storage unit 12 and the large-capacity storage unit 15 may be configured as an integrated storage device. Furthermore, the large-capacity storage unit 15 may be configured by a plurality of storage devices. Furthermore, the large-capacity storage unit 15 may be an external storage device connected to the server 1.

[0031] The server 1 may execute various information processing and control processing on a single computer, or may execute the processing in a distributed manner on multiple computers. The server 1 may also be realized by multiple virtual machines provided in a single server, or may be realized by using a cloud server.

[0032] FIG. 3 is an explanatory diagram showing an example of the record layout of the troubleshooting related information DB 152 and the manual DB 153. As shown in FIG. The troubleshooting-related information DB152 includes a model name column, an OS column, an error number column, a trouble column, a solution column, and an access information column. The model name column stores the model name of the copier 3. The OS column stores information related to the OS, including the OS version number or OS name of the copier 3. The error number column stores a number for identifying the error. The trouble column stores the details of the trouble.

[0033] The solution column stores solutions, means, or methods for resolving a problem. The access information column stores access information for accessing document data (e.g., manuals) corresponding to the troubleshooting-related information. The access information includes, for example, a website URL (Uniform Resource Locator) or a path to a specific directory or file.

[0034] In the present embodiment, the troubleshooting-related information is stored in the troubleshooting-related information DB 152, but the present invention is not limited to this. For example, the troubleshooting-related information may be stored as unstructured data in the form of a group of files in various formats other than a database. Examples of files include PDF (Portable Document Format) files, JSON (JavaScript Object Notation) files, and CSV (Comma Separated Values) files.

[0035] The manual DB 153 includes a model name column, a chapter column, and a content column. The model name column stores the device name of the copier 3. The chapter column stores the chapter of the manual. The content column stores the procedures for each operation (copying, printing, scanning, etc.) and troubleshooting.

[0036] The troubleshooting related information DB 152 or the manual DB 153 may store information vectors obtained by vectorizing the troubleshooting information or manuals.

[0037] In this embodiment, the troubleshooting-related information DB 152 and the manual DB 153 are merely examples of a knowledge DB. A knowledge DB is a database that accumulates information related to troubleshooting as knowledge and makes it searchable. In addition to the troubleshooting-related information DB 152 and the manual DB 153, for example, a trouble case DB, a trouble analysis information DB, or engineer's notes or reports containing troubleshooting information may also be used as a knowledge DB.

[0038] 4 is a block diagram showing an example of the configuration of the terminal 2. The terminal 2 includes a control unit 21, a storage unit 22, a communication unit 23, an input unit 24, a display unit 25, and an image capturing unit .

[0039] The control unit 21 includes a processing unit such as a CPU or an MPU, and performs various information processing and control processing related to the terminal 2 by reading and executing a control program 2P (program product) stored in the storage unit 22.

[0040] 4, the control unit 21 is described as a single processor, but it may be a multi-processor. The control unit 21 may execute various information processing or control processes by the same processor within the terminal 2, or may execute various information processing or control processes by different processors within the terminal 2.

[0041] The storage unit 22 includes memory elements such as RAM or ROM, and stores the control program 2P or data required for the control unit 21 to execute processing. The storage unit 22 also temporarily stores data required for the control unit 21 to execute arithmetic processing.

[0042] The communication unit 23 is a communication module for performing communication-related processing, and transmits and receives information to and from the server 1, etc. via the network N. The input unit 24 may be a keyboard, a mouse, or a touch panel integrated with the display unit 25. The display unit 25 is a liquid crystal display, an organic EL (electroluminescence) display, or the like, and displays various information according to instructions from the control unit 21.

[0043] The photographing unit 26 is, for example, a photographing device such as a CCD (Charge Coupled Device) camera or a CMOS (Complementary Metal Oxide Semiconductor) camera. The photographing unit 26 may not be built into the terminal 2, but may be externally connected directly to the terminal 2 and configured to be capable of photographing.

[0044] 5 is a block diagram showing an example of the configuration of the copy machine 3. The copy machine 3 includes a control unit 31, a storage unit 32, a communication unit 33, an input unit 34, a display unit 35, a large-capacity storage unit 36, and a printing unit 37. Each component is connected by a bus B.

[0045] The control unit 31 includes an arithmetic processing unit such as a CPU or an MPU, and reads and executes a control program 3P (program product) stored in the storage unit 32 to perform various information processing or control processing related to the copier 3. The control unit 31 also controls the printing unit 37.

[0046] The storage unit 32 includes memory elements such as RAM or ROM, and stores the control program 3P and other programs required for the control unit 31 to execute processing. The control program 3P includes a support agent designed to resolve potential problems that may occur in the copier 3. The support agent ensures proper operation of the copier 3, monitors both the hardware and software of the copier 3, and collects trouble information when a problem occurs. The support agent may be part of the hardware of the copier 3. The storage unit 32 also temporarily stores data and other information required for the control unit 31 to execute arithmetic processing.

[0047] The communication unit 33 is a communication module for performing communication-related processing, and transmits and receives information to and from the server 1, etc. via the network N. The input unit 34 includes a touch panel installed on the display screen of the display unit 35, and switches installed around the periphery of the display screen of the display unit 35. The display unit 35 is a liquid crystal display, an organic EL display, or the like, and displays various information according to instructions from the control unit 31.

[0048] The mass storage unit 36 ​​includes a copier information DB 361 and a log DB 362. The copier information DB 361 stores information about the copier 3. The log DB 362 stores log data generated by the system or an application. In this embodiment, the storage unit 32 and the mass storage unit 36 ​​may be configured as an integrated storage device.

[0049] The printing unit 37 has a printing mechanism for printing documents, images, etc., and prints documents, images, etc., on printing paper.

[0050] FIG. 6 is an explanatory diagram showing an example of the record layout of the copy machine information DB 361 and the log DB 362. The copier information DB 361 includes a model name column, a device name column, an OS version column, an OS name column, a role column, and an authority column. The model name column stores the model name of the copier 3. The device name column stores the device name of the copier 3. The OS version column stores the OS version of the copier 3. The OS name column stores the OS name of the copier 3. The role column stores roles set according to the type of user. User types include, for example, support engineer or general user. The authority column stores the authority of the role.

[0051] The log DB 362 stores log data relating to the operation of the copier 3. The operation of the copier 3 includes, for example, copying, faxing, printing, scanning, and the like.

[0052] The log DB 362 includes a log ID column, a level column, an operation column, a log detail column, and a date and time column. The log ID column stores a log ID of the log data that is uniquely specified to identify each log data. The level column stores a level indicating the type of log, including normal, error, warning, debug, or information. The operation column stores the operation of the copier 3.

[0053] The log details column stores detailed information about the log for each operation. For example, in the case of copying, the log details column stores information such as an image indicating which document was copied, the number of pages, or the paper size. In the case of faxing, the log details column stores information such as the recipient's fax number or the number of pages. In the case of printing, the log details column stores information such as the document name, the number of pages, the paper size, or the printing method (e.g., double-sided printing). In the case of scanning, the log details column stores information such as the number of pages, the resolution (e.g., 600 dpi), or the file format (e.g., JPEG). The date and time column stores information about the date and time when the operation was performed.

[0054] The log details column may also store sensor data obtained by various sensors inside the copier 3. The sensors may include, for example, a temperature sensor, an optical sensor, or a remaining amount sensor. The sensor data is time-series data, and may be, for example, sensor data recorded over a time range from when the problem occurred to 10 minutes before.

[0055] The storage format of each DB described above is an example, and other storage formats may be used as long as the relationships between the data are maintained.

[0056] 7 is an explanatory diagram illustrating a process for automatically acquiring troubleshooting information. When a problem occurs in the copier 3, the copier 3 acquires device identification information, including information about the model name or OS (for example, the OS version number or OS name), from the copier information DB 361.

[0057] The copy machine 3 collects trouble information relating to a trouble occurring in the copy machine 3. The trouble information includes an error number for identifying the trouble, log data relating to the operation of the copy machine 3, or screen information on which the trouble occurred.

[0058] Specifically, the copy machine 3 starts a support agent installed on the copy machine 3. The copy machine 3 acquires an error number or information on the screen on which the problem occurred via the support agent. The information on the screen on which the problem occurred is, for example, a message displayed on the screen when the problem occurred (for example, the remaining ink level is below the limit). The copy machine 3 acquires log data corresponding to the date and time when the problem occurred from the log DB 362.

[0059] For example, the copier 3 uses a code generation library to generate code that includes device identification information (such as the model name or information about the OS) that identifies the copier 3 and the acquired trouble information (such as the error number, log data, or screen information that occurred).

[0060] The code may be a one-dimensional code or a two-dimensional code. The one-dimensional code may be, for example, a barcode that represents numbers or characters by the thickness of striped lines. The two-dimensional code may be, for example, a QR code (registered trademark) that has information in both the horizontal and vertical directions, as opposed to a one-dimensional code that has information only in the horizontal direction. In this embodiment, an example of a two-dimensional code will be described.

[0061] The copy machine 3 displays the generated two-dimensional code on the screen (display unit 35). The terminal 2 reads the two-dimensional code displayed on the display unit 35 of the copy machine 3. The terminal 2 acquires the device identification information and trouble information of the copy machine 3 from the read two-dimensional code. The terminal 2 transmits the acquired device identification information and trouble information of the copy machine 3 to the server 1.

[0062] In this embodiment, an example has been described in which the terminal 2 acquires the device identification information and trouble information corresponding to the two-dimensional code read by the terminal 2, but the present invention is not limited to this. For example, the copy machine 3 may directly transmit the device identification information and the acquired trouble information to the server 1.

[0063] The server 1 receives the device identification information and trouble information transmitted from the terminal 2. Based on the received device identification information and trouble information, the server 1 refers to the trouble solution related information DB 152 and the manual DB 153 to extract (search) trouble solution related information related to the device identification information and trouble information, as well as access information (e.g., a URL) for accessing document data corresponding to the trouble solution related information. The search process may be performed by a text search, a vector search, or the like.

[0064] The troubleshooting-related information includes preventive measures to ensure proper operation of the copier 3, or troubleshooting measures. For example, for a model "X01," the server 1 may refer to the troubleshooting-related information DB 152 and the manual DB 153 based on troubleshooting information including the OS version number, error number, etc., and extract troubleshooting-related information including the solution "Reseat the paper tray" and the manual "Chapter 4 Troubleshooting 4.1 Measures to deal with out-of-paper situations Check the paper tray, paper orientation, and size..." as well as a URL for accessing the manual.

[0065] The server 1 generates a prompt including the received device identification information and trouble information, as well as the extracted troubleshoot-related information. The server 1 outputs the troubleshoot information by providing (inputting) the generated prompt to the troubleshoot output model 151.

[0066] 8 is an explanatory diagram illustrating the output process of troubleshooting information by the troubleshooting output model 151. The troubleshooting output model 151 is a language generation model that uses the device identification information and trouble information of the copier 3, and is used as a program module that is part of artificial intelligence software. The troubleshooting output model 151 is a constructed language generation model that receives as input a prompt including the device identification information, trouble information, and troubleshooting-related information, and outputs troubleshooting information.

[0067] Instead of storing the troubleshooting output model 151 in the mass storage unit 15, the server 1 may access an external language processing server or language processing platform and read it out.

[0068] A prompt is an instruction or an input sentence that is created in a format that can be understood by the troubleshooting output model 151 and is given as input to the troubleshooting output model 151. The troubleshooting output model 151 interprets the input prompt and outputs an appropriate response (for example, troubleshooting information).

[0069] As an example, the troubleshooting output model 151 divides the prompt into tokens to convert it into a format that can be processed by the troubleshooting output model 151. The troubleshooting output model 151 performs context understanding processing by calculating the relationship between each token in the prompt and other tokens.

[0070] The troubleshooting output model 151 performs a response generation process for the prompt based on linguistic knowledge acquired through advance learning and fine-tuning, etc. For example, the troubleshooting output model 151 selects the optimal token using a generation method such as greedy decoding, beam search, or sampling. The troubleshooting output model 151 performs a decoding process on the selected token to return it to text format and generate troubleshooting information as output data.

[0071] In this embodiment, the prompt includes the model name, information about the OS (such as the OS version), log data, information about the image (for example, "remaining ink level is below the limit"), or role information (such as the device name, role, or authority), etc. The log data includes the log label (normal, error, or warning, etc.), detailed log data (such as the document name or paper size), or the date and time when the operation was performed, etc.

[0072] As an example, the generated prompt is: "You are a support engineer for XXX company's XXXX copy machine. Device name:XXXX Permissions: Can change settings and print Based on the error information below, we can guess the cause of the problem. Please list troubleshooting steps. If you don't know, please answer "I don't know." <Error Information> Model: XXXX OS:XXXX Error number: E004 Log: Document name (XXXX), A4, double-sided printing -Screen information: Ink level falls below limit It may be.

[0073] The server 1 inputs the generated prompt to the troubleshooting output model 151 and outputs troubleshooting information. As shown in the figure, the output troubleshooting information is "Troubleshooting: Please replace the ink cartridge. The replacement procedure is as follows: 1.XXXX 2.XXXX 3.XXXX" It may be.

[0074] The output troubleshooting information may include a manual file (for example, a PDF file).

[0075] Next, returning to FIG. 7, the server 1 identifies, from the troubleshooting related information DB 152, access information (for example, a URL) for accessing document data corresponding to the troubleshooting related information.

[0076] The server 1 transmits the troubleshooting information output from the troubleshooting output model 151 and the identified access information to the terminal 2. The terminal 2 receives the troubleshooting information and access information transmitted from the server 1. The terminal 2 displays the received troubleshooting information and access information on the screen.

[0077] In the above-described processing, the server 1 extracts the troubleshooting-related information from the troubleshooting-related information DB 152 and the manual DB 153, and provides the extracted troubleshooting-related information to the troubleshooting output model 151 as part of the prompt, but the present invention is not limited to this.

[0078] The troubleshooting output model 151 itself can extract troubleshooting related information relating to the device identification information and the trouble information by referring to the troubleshooting related information DB 152 and the manual DB 153.

[0079] Specifically, the server 1 generates a prompt including the name of a troubleshooting related information DB 152 that stores device identification information, trouble information, and troubleshooting related information, and the name of a manual DB 153 that stores the manual for the copier 3. The server 1 provides the generated prompt to the troubleshooting output model 151.

[0080] Based on the name of the troubleshooting-related information DB 152 and the name of the manual DB 153 included in the prompt, the troubleshooting output model 151 extracts troubleshooting-related information related to the device identification information and the trouble information from the troubleshooting-related information DB 152 and the manual DB 153. The troubleshooting output model 151 outputs troubleshooting information based on the device identification information and trouble information included in the prompt, and the extracted troubleshooting-related information.

[0081] 9 is a flowchart showing the processing steps for generating a two-dimensional code when a problem occurs. When a problem occurs in the copier 3, the control unit 31 of the copier 3 acquires device identification information including the model name or information related to the OS (such as the OS version number or OS name) from the copier information DB 361 in the mass storage unit 36 ​​(step S301).

[0082] The control unit 31 starts the support agent installed on the copy machine 3 (step S302). The control unit 31 acquires the error number of the trouble and screen information on the trouble occurrence (e.g., a message displayed on the screen) via the support agent (step S303). The control unit 31 acquires log data according to the date and time when the trouble occurred from the log DB 362 of the mass storage unit 36 ​​(step S304). The log data includes the log label (normal, error, warning, etc.) and detailed data of the log (document name, paper size, etc.).

[0083] The control unit 31 uses, for example, a two-dimensional code generation library to generate a two-dimensional code including device identification information (such as the model name or information related to the OS) for identifying the copy machine 3, the acquired error number, information about the screen on which the error occurred, and log data (step S305). The control unit 31 displays the generated two-dimensional code on the display unit 35 (step S306). The control unit 31 then ends the process.

[0084] 10 is a flowchart showing the processing steps when outputting troubleshooting information. The control unit 21 of the terminal 2 reads the two-dimensional code displayed on the display unit 35 of the copier 3 via the photographing unit 26 (step S211). The control unit 21 acquires the device identification information and trouble information of the copier 3 from the read two-dimensional code (step S212). The control unit 21 transmits the acquired device identification information and trouble information of the copier 3 to the server 1 via the communication unit 23 (step S213).

[0085] The control unit 11 of the server 1 receives the device identification information and trouble information transmitted from the terminal 2 via the communication unit 13 (step S111). Based on the received device identification information and trouble information, the control unit 11 refers to the trouble-shooting related information DB 152 in the mass storage unit 15 to extract (identify) trouble-shooting related information related to the device identification information and trouble information, as well as access information (e.g., URL) of document data corresponding to the trouble-shooting related information (step S112).

[0086] The control unit 11 generates a prompt including the received device identification information and trouble information, and the extracted troubleshoot-related information (step S113). The control unit 11 inputs the generated prompt to the troubleshoot output model 151 (step S114), and outputs the troubleshoot information (step S115).

[0087] The control unit 11 transmits the troubleshooting information output from the troubleshooting output model 151 and the identified access information to the terminal 2 via the communication unit 23 (step S116). The control unit 21 of the terminal 2 receives the troubleshooting information and access information transmitted from the server 1 via the communication unit 23 (step S214). The control unit 21 displays the received troubleshooting information and access information on the display unit 25 (step S215). The control unit 21 ends the processing.

[0088] 11 is a flowchart showing the processing procedure for extracting troubleshooting-related information using the troubleshooting output model 151. Note that the same reference numerals are used to designate the same contents as those in FIG. 10, and the description thereof will be omitted.

[0089] After executing the processing of step S111, the control unit 11 of the server 1 generates a prompt including the name of the trouble-shooting related information DB 152 that stores device identification information, trouble information, and trouble-shooting related information, and the name of the manual DB 153 that stores the manual for the copier 3 (step S121).

[0090] The control unit 11 inputs the generated prompt to the troubleshooting output model 151 (step S122). In this case, the troubleshooting output model 151 itself extracts, based on the name of the troubleshooting related information DB 152 and the name of the manual DB 153 included in the prompt, the device identification information and troubleshooting related information related to the trouble information, as well as access information (e.g., URL) of document data corresponding to the troubleshooting related information, from the troubleshooting related information DB 152 in the mass storage unit 15.

[0091] The control unit 11 outputs the troubleshooting information and the access information of the document data corresponding to the troubleshooting related information from the troubleshooting output model 151 (step S123). The control unit 11 executes the process of step S116.

[0092] According to this embodiment, by reading the two-dimensional code displayed on the display unit 35 of the copy machine 3, it is possible to automatically generate a prompt to be given to the troubleshooting output model 151.

[0093] According to this embodiment, by using the troubleshooting output model 151, when a problem occurs in the copy machine 3, it is possible to quickly provide appropriate troubleshooting information.

[0094] (Embodiment 2) The second embodiment relates to an embodiment in which a countermeasure program that can be executed by the copy machine 3 and corresponds to the countermeasure information is generated in the countermeasure output model 151. Note that a description of the contents that overlap with the first embodiment will be omitted.

[0095] For example, if the control software installed in the copy machine 3 cannot properly control the paper supply, a paper jam may occur. Alternatively, if the software does not properly process images, a black line may appear on the printed page.

[0096] When such a problem occurs, the server 1 generates a problem program that can be executed by the copy machine 3 by giving a prompt including a request to generate a problem program corresponding to the problem problem information to the problem problem output model 151.

[0097] 12 is an explanatory diagram for explaining the output process of a countermeasure program by the troubleshoot output model 151. Note that the same reference numerals are used to designate the same contents as those in FIG. 8, and the description thereof will be omitted.

[0098] For example, when a problem such as a "black line" occurs, the terminal 2 acquires the device identification information and the trouble information of the copier 3 by reading the two-dimensional code displayed on the display unit 35 of the copier 3. The terminal 2 transmits the acquired device identification information and the trouble information of the copier 3 to the server 1.

[0099] The server 1 receives the device identification information and trouble information transmitted from the terminal 2. Based on the received device identification information and trouble information, the server 1 extracts trouble solution related information by referring to the trouble solution related information DB 152. The server 1 generates a prompt including the received device identification information, trouble information, the extracted trouble solution related information, and a request to generate a trouble solution program corresponding to the trouble solution information (for example, "Please generate a trouble solution program corresponding to the trouble solution").

[0100] As an example, the generated prompt is: "You are a support engineer for XXX company's XXXX copy machine. Based on the error information below, we can guess the cause of the problem. Create a program to deal with the problem. <Error Information> Model: XXXX OS:XXXX Problem: Black lines appear Troubleshooting information: Clean the glass surface of the document table or change the image processing algorithm. It may be.

[0101] The server 1 inputs the generated prompt to the troubleshooting output model 151 and outputs troubleshooting information and a troubleshooting program corresponding to the troubleshooting information. In Fig. 12, an example of a troubleshooting program is shown, which is generated in Python using the OpenCV and NumPy libraries.

[0102] It is also necessary to verify the countermeasure program output from the troubleshoot output model 151. The verification process of the countermeasure program is a process for verifying the accuracy of the countermeasure program generated by the troubleshoot output model 151. The accuracy of the countermeasure program means that the countermeasure program obtains accurate results by executing operations based on the specified specifications (requirements) or inputs / outputs.

[0103] The countermeasure program can be verified using a test case. Specifically, the server 1 generates a prompt including a request to generate a test case for verification of the countermeasure program. The test case is a specific condition or scenario used to evaluate the functionality of the program.

[0104] For example, the generated prompt may be "Please create a test case for the countermeasure program." The server 1 outputs a test case for the countermeasure program by providing the generated prompt to the troubleshooting output model 151. Note that the test case may also be created manually by the person in charge.

[0105] 13 is an explanatory diagram showing an example of a test case. As an example, a test case includes, for example, an input, an output (expected output), and an execution condition. The output is the exact result that the countermeasure program should generate for the input.

[0106] As shown in the figure, image data is input and output to the troubleshooting program output from the troubleshooting output model 151. The test case numbered "1" is a test case for verifying whether or not black lines are to be removed, and the input is an "image with black lines" and the output is an "image from which the black lines have been removed."

[0107] The test case numbered "2" is a test case to verify whether the countermeasure program has mistakenly removed parts that should not have been removed. The input is an "image without black lines" and the output is an "image that is the same as the original image."

[0108] The test case numbered "3" is a test case for verifying whether lines of other colors (e.g., red, green, or blue) other than black lines are removed. The input is an "image with lines of different colors" (e.g., red), and the output is an "image in which only black lines have been removed and lines of other colors have not been changed" (e.g., red).

[0109] The test case numbered "4" is a test case that verifies whether multiple black lines of different sizes or shapes can be removed. The input is an "image containing black lines of different sizes or shapes" and the output is an "image from which all black lines have been removed."

[0110] The execution condition is a specific condition or environment under which the test is executed, and may be, for example, "Python environment setup, input image preparation."

[0111] The second copy machine 3 for verification, which has a verification environment, executes the countermeasure program using the test cases output from the troubleshooting output model 151, thereby verifying (confirming) the accuracy of the operation of the countermeasure program. The second copy machine 3 transmits the verified verification results to the server 1. Note that this is not limited to the second copy machine 3. For example, the copy machine 3 may execute the countermeasure program using the test cases to verify the accuracy of the operation.

[0112] The troubleshooting output model 151 may be used to verify whether the troubleshooting program has syntax errors or logic errors.

[0113] Note that verification of the countermeasure program is not limited to test cases, and for example, specialized analysis tools may be used. Alternatively, an engineer may compile the countermeasure program in a development environment and verify the correctness of its operation.

[0114] If the server 1 can perform the correct operation (the operation in which the black lines are removed) based on the verification result sent from the second copier 3, it sends (outputs) the countermeasure program to the copier 3. The copier 3 receives the countermeasure program sent from the server 1 and executes the received countermeasure program.

[0115] Alternatively, if the verification result of the countermeasure program indicates that the operation cannot be executed correctly, the server 1 generates a prompt including the verification result of the countermeasure program and a request for correction, etc. The verification result includes, for example, an error code output from the second copier 3, a compilation error or error message, or the result of removing black lines from the input image. The server 1 outputs the corrected countermeasure program by providing the generated prompt to the troubleshooting output model 151. Note that the person in charge may manually correct the countermeasure program depending on the verification result.

[0116] Thereafter, similar to the process described above, the second verification copier 3 executes the corrected countermeasure program using the test cases described above to verify the accuracy of the operation of the corrected countermeasure program. The second verification copier 3 transmits the verification results to the server 1.

[0117] 14 is a flowchart showing the processing steps when a countermeasure program is generated in the troubleshooter output model 151. The control unit 11 of the server 1 receives the device identification information and trouble information transmitted from the terminal 2 via the communication unit 13 (step S131). Based on the received device identification information and trouble information, the control unit 11 extracts troubleshooter related information by referring to the troubleshooter related information DB 152 in the mass storage unit 15 (step S132).

[0118] The control unit 11 generates a prompt including the received device identification information, the trouble information, the extracted troubleshoot related information, and a request to generate a troubleshoot program corresponding to the troubleshoot information (step S133). The control unit 11 inputs the generated prompt to the troubleshoot output model 151 (step S134), and outputs the troubleshoot information and the troubleshoot program corresponding to the troubleshoot information (step S135).

[0119] The control unit 11 generates a test case for verifying the countermeasure program (step S136). For example, the control unit 11 generates a prompt including a request to generate a test case for the countermeasure program. The control unit 11 outputs the test case for the countermeasure program by providing the generated prompt to the troubleshooting output model 151. Note that the test case may also be created manually by a person in charge.

[0120] The control unit 11 transmits the generated test cases and the countermeasure program to the second copy machine 3 for verification, which has a verification environment, via the communication unit 13 (step S137). The control unit 11 receives the verification results for the countermeasure program from the second copy machine 3 via the communication unit 13 (step S138). Specifically, the control unit 31 of the second copy machine 3 receives the test cases transmitted from the server 1 via the communication unit 33. The control unit 31 executes the countermeasure program using the received test cases, thereby verifying the accuracy of the operation of the countermeasure program. The control unit 31 transmits the verified verification results to the server 1.

[0121] Based on the verification result sent from the second copier 3, the control unit 11 determines whether or not the operation has been confirmed by the verification of the countermeasure program (step S139). If the operation has not been confirmed by the verification (NO in step S139), the control unit 11 accepts a correction to the countermeasure program (step S140). Note that the correction to the countermeasure program may be made on the server 1 side or on the side of another information processing terminal. The control unit 11 returns to the processing of step S137.

[0122] If the control unit 11 confirms the operation through the verification (YES in step S139), it transmits the countermeasure program to the copy machine 3 via the communication unit 13 (step S141). The control unit 31 of the copy machine 3 receives the countermeasure program transmitted from the server 1 via the communication unit 33 (step S331). The control unit 31 executes the received countermeasure program (step S332). The control unit 31 ends the process.

[0123] According to this embodiment, it is possible to cause the troubleshooting output model 151 to generate a troubleshooting program that can be executed by the copy machine 3 and corresponds to the troubleshooting information.

[0124] According to this embodiment, by automatically generating a countermeasure program, the time required for the person in charge to manually create the program is saved, and problems with the copy machine 3 can be dealt with quickly, thereby improving work efficiency.

[0125] The embodiments disclosed herein are to be considered in all respects as illustrative and not restrictive. The scope of the present invention is defined by the claims, not by the above meaning, and is intended to include all modifications within the meaning and scope of the claims.

[0126] The matters described in each embodiment can be combined with each other. Furthermore, the independent claims and dependent claims described in the claims can be combined with each other in any and all combinations, regardless of the reference format. Furthermore, the claims use a format in which a claim references two or more other claims (multiple claim format), but this is not limited to this. A multiple claim (multi-multi claim) that references at least one other multiple claim may also be used. [Explanation of symbols]

[0127] 1. Information processing device (server) 11 Control section 12 Storage section 13 Communications Department 14 Reading unit 15 Mass storage 151 Troubleshooting Output Model (Language Generation Model) 152 Troubleshooting Information DB 153 Manual DB 1a Portable storage media 1b semiconductor memory 1P control program 2. Information processing terminal (portable terminal device; terminal) 21 Control section 22 Memory section 23 Communications Department 24 Input section 25 Display section 26 Photography Department 2P control program 3 Equipment (copy machine; second copy machine) 31 Control Unit 32 Storage section 33 Communications Department 34 Input section 35 Display section 36 Mass storage 361 Copy Machine Information DB 362 Log DB 37 Printing Department 3P control program

Claims

1. Displaying on a display unit of the device device identification information for identifying the device and a code including trouble information relating to a trouble with the device; Acquire device identification information and trouble information corresponding to the code read by the mobile terminal device; The acquired device identification information and information about the trouble are provided to a language generation model to acquire information about how to deal with the trouble. The acquired troubleshooting information is transmitted to the mobile terminal device. Information processing methods.

2. The device identification information includes information about a model name or an operating system, The trouble information includes an error number for identifying the trouble. The information processing method according to claim 1 .

3. The trouble information includes a log relating to the operation of the device.

3. The information processing method according to claim 1 or 2.

4. extracting the trouble-shooting related information relating to the device identification information and the trouble information by referring to a storage unit that stores the trouble-shooting related information; A prompt including the device identification information, the trouble information, and the extracted trouble-shooting related information is provided to the language generation model.

3. The information processing method according to claim 1 or 2.

5. The prompt includes the device identification information, the trouble information, role information including a device name corresponding to the device identification information, and the trouble solution related information. The information processing method according to claim 4.

6. The language generation model extracts the trouble-shooting related information related to the device identification information and the trouble information by referring to a storage unit that stores the trouble-shooting related information. The information processing method according to claim 4.

7. Identifying document data corresponding to the troubleshooting-related information from the storage unit; Access information for accessing the identified document data is output to the mobile terminal device. The information processing method according to claim 4.

8. generating a countermeasure program executable on the device corresponding to the trouble countermeasure information in the language generation model; 3. The information processing method according to claim 1 or 2.

9. After verifying the operation of the countermeasure program, output the countermeasure program to the device; The device is caused to execute the countermeasure program. The information processing method according to claim 8.

10. Displaying on a display unit of the device device identification information for identifying the device and a code including trouble information relating to a trouble with the device; Acquire device identification information and trouble information corresponding to the code read by the mobile terminal device; The acquired device identification information and information about the trouble are provided to a language generation model to acquire information about how to deal with the trouble. The acquired troubleshooting information is transmitted to the mobile terminal device. A program that causes a computer to perform a process.

11. An information processing device including a control unit, The control unit Displaying on a display unit of the device device identification information for identifying the device and a code including trouble information relating to a trouble with the device; Acquire device identification information and trouble information corresponding to the code read by the mobile terminal device; The acquired device identification information and information about the trouble are provided to a language generation model to acquire information about how to deal with the trouble. The acquired troubleshooting information is transmitted to the mobile terminal device. Information processing device.

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