Information processing system, information processing method, and program

Abstract

To provide a technology that enables a prompt and appropriate response when a problem occurs related to housing.SOLUTION: A chat control unit 51 communicates with a user terminal 2 and repeatedly selects and answers from a plurality of answer candidates prepared in advance in a question-and-answer DB 81 to each of a plurality of questions about a trouble asked by a user U, thereby presenting the user U with an insurance or a guarantee that is determined to be applicable to the trouble. A trouble information generation unit 52 generates, on the basis of each of the plurality of questions and each of answers to the plurality of questions, trouble information related to the trouble. A trouble information transmission control unit 53 executes control to transmit the generated trouble information to an expert terminal 3 and an affiliated housing-related business operator terminal 4.SELECTED DRAWING: Figure 4

Description

[Technical Field]

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

[0002] A known technology is disclosed in Patent Document 1 below as a system for managing repair work that performs repairs in response to repair requests from customers. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Laid-Open No. 2002-269258 Summary of the Invention [Problem to be solved by the invention]

[0004] Conventional techniques, including the above-mentioned Patent Document 1, were not designed to enable a housing-related contractor who received notification of a housing problem to take appropriate action quickly and appropriately when the problem occurred at a user's home.

[0005] The present invention has been made in view of the above circumstances, and aims to provide a technique that enables a speedy and appropriate response when a problem occurs in a home. [Means for solving the problem]

[0006] In order to achieve the above object, an information processing system according to one aspect of the present invention comprises: A server; a first terminal operated by a user who has experienced a problem with their home; a second terminal managed by a first organization that provides services related to insurance or guarantee for the user regarding damages caused by the trouble, or a second organization that cooperates with the first organization; In an information processing system including: The server a user communication means for communicating with the first terminal and repeatedly selecting and answering from a plurality of prepared answer candidates in response to a plurality of questions about the trouble asked by the user, and presenting the insurance or the guarantee that is determined to be applicable to the trouble to the user; a trouble information generating means for generating, based on each of the plurality of questions and each of the answers to the plurality of questions, trouble information that is necessary for the first organization applying the insurance or the guarantee presented to the user to apply the insurance or the guarantee; trouble information transmission control means for executing control to transmit the trouble information to the second terminal; Equipped with. An information processing method and a program according to one aspect of the present invention are an information processing method and a program corresponding to the information processing system according to the above-described one aspect of the present invention. [Effects of the Invention]

[0007] According to the present invention, when a problem occurs in a house, an appropriate response can be taken quickly. [Brief explanation of the drawings]

[0008] [Figure 1] FIG. 1 is a diagram comparing the basic flow of a service that can be realized by an information processing system according to an embodiment of the present invention with a conventional service. [Figure 2] 1 is a block diagram showing a configuration of an information processing system according to an embodiment of the present invention. [Figure 3] 3 is a block diagram showing an example of a hardware configuration of a server in the information processing system of FIG. 2. FIG. [Figure 4] 3 is a functional block diagram showing an example of a functional configuration of a server in the information processing system of FIG. 2. FIG. [Figure 5] FIG. 10 is a diagram showing an example of a response to a user. [Figure 6] FIG. 10 is a diagram showing an example of a response to a user. [Figure 7] FIG. 10 is a diagram showing an example of a response to a user. [Figure 8] 1 to 4. FIG. 1 is a diagram showing an example of a screen provided by the service of FIG. 1 to which the server having the functional configuration of FIG. 4 is applied, illustrating a chat consultation regarding housing on a user terminal. [Figure 9] 1 to 4. FIG. 1 is a diagram showing an example of a screen provided by the service of FIG. 1 to which the server having the functional configuration of FIG. 4 is applied, illustrating a chat consultation regarding housing on a user terminal. [Figure 10] FIG. 10 is a diagram showing an example of a screen of an expert terminal, showing history details. [Figure 11] FIG. 10 is a diagram showing an example of a screen on an expert terminal, illustrating an insurance company guaranteed accident report. [Figure 12] FIG. 10 is a diagram showing an example of a screen of an expert terminal, showing details of a chat with a user. [Figure 13] FIG. 10 is a diagram showing an example of a screen (HOME screen) used by a user. [Figure 14] FIG. 10 is a diagram showing an example of a screen (property information details (basic information)) used by a user. [Figure 15] FIG. 10 is a diagram showing an example of a screen (property information details (property image)) used by a user. [Figure 16] FIG. 10 is a diagram showing an example of a screen (whole inspection schedule) used by a user. [Figure 17] FIG. 10 is a diagram showing an example of a screen used by a user (downloading a long-term repair plan). [Figure 18] FIG. 10 is a diagram showing an example of a screen used by a user (downloading a housing resume). [Figure 19] FIG. 10 is a diagram showing an example of a screen (house history screen) used by a user. [Figure 20] FIG. 10 is a diagram showing an example of a screen used by a user (house history screen (narrowing down)). [Figure 21] FIG. 10 is a diagram showing an example of a screen used by a user (house history screen (add house history A)). [Figure 22] FIG. 10 is a diagram showing an example of a screen used by a user (house history screen (add house history B)). [Figure 23] FIG. 10 is a diagram showing an example of a screen used by a user (checking home inspection history). [Figure 24] This is a diagram showing an example of a screen used by a user (drawings, certificates, etc. (drawing-related)). [Figure 25] This is a diagram showing an example of a screen used by a user (drawings, certificates, etc. (application and certificate related)). [Figure 26] FIG. 10 is a diagram showing an example of a screen (drawings, certificates, etc. (other)) used by the user. [Figure 27] This is a diagram showing an example of a screen used by a user (drawings, certificates, etc. (add document data)). [Figure 28] FIG. 10 is a diagram showing an example of a screen used by a user (drawings, certificates, etc. (document data confirmation)). [Figure 29] FIG. 10 is a diagram showing an example of a screen used by a user (drawings, certificates, etc. (document data confirmation)). [Figure 30] FIG. 10 is a diagram showing an example of a screen used by a user (editing document data such as drawings and certificates). [Figure 31] FIG. 10 is a diagram showing an example of a screen used by a user (deleting drawings, certificates, etc. (document data)). [Figure 32] FIG. 10 is a diagram showing an example of a screen (menu (property switching)) used by a user. [Figure 33] FIG. 10 is a diagram showing an example of a screen (menu (handover of property information)) used by a user. [Figure 34] FIG. 10 is a diagram showing an example of a screen (menu (housing company information)) used by a user. [Figure 35] FIG. 10 is a diagram showing an example of a screen (menu (account information)) used by a user. [Figure 36] 10A and 10B are examples of screens of a user terminal in an information processing system according to one embodiment of the present invention, showing an entrance screen for home chat consultations and a problem type selection screen. [Figure 37] FIG. 10 is a diagram showing an example of a screen of a user terminal in the information processing system according to one embodiment of the present invention, which is a screen for registering defect details and adjusting the date and time of a visit. [Figure 38] FIG. 10 is a diagram showing an example of a screen of a user terminal in the information processing system according to one embodiment of the present invention, illustrating a schedule display screen for specifying available visiting dates and times. [Figure 39] FIG. 10 is a diagram showing a flow of information processing relating to schedule adjustment according to an embodiment of the present invention. DETAILED DESCRIPTION OF THE INVENTION

[0009] Hereinafter, an embodiment of the present invention will be described with reference to the drawings.

[0010] FIG. 1 is a diagram comparing the basic flow of a service that can be realized by an information processing system according to one embodiment of the present invention (hereinafter referred to as "this service") with that of a conventional service.

[0011] This service is provided by the system administrator SK, and is designed to enable prompt and appropriate response to any home troubles (hereinafter referred to as "home troubles") that occur in the user U's home, such as water leaks, damage, or malfunctions.

[0012] First, the conventional situation will be explained with reference to the example shown on the left side of FIG. When an urgent housing problem such as a leak occurs in the user U's home, the user U frantically calls the housing-related company JG, such as the construction company that built the user U's home. When user U makes a call, the phone rings at housing-related company JG, but at the time the call rings, it is not clear whether the call is about a housing problem or just a simple inquiry. After learning that the call from user U is an inquiry about a housing problem, housing-related contractor JG tries to find out information about the housing problem from user U (collects information). If the user U is in a hurry, he / she will not be able to explain the situation accurately in response to questions from the housing-related contractor JG, and the housing-related contractor JG will often not be able to obtain information smoothly.

[0013] Here, user U has almost no knowledge about home insurance, warranties, etc. On the other hand, housing-related contractors JG often do not have sufficient knowledge about insurance and warranties to know whether home troubles and the resulting damages are actually covered by home insurance (fire insurance, etc.) or warranties. In other words, housing-related businesses JG often do not have anyone (such as expert Y, described below) who can provide user U with information that would be useful to user U, such as insurance payments and free warranties.

[0014] After the housing-related contractor JG obtains information about the housing trouble from the user U, the housing trouble is resolved based on that information.

[0015] As described above, in the past, it took time to obtain information about housing troubles from the user U, which made the process inefficient. Furthermore, in the past, there were many cases where the user U ended up bearing the costs required for restoring the property to its original state, which he or she should not have been responsible for.

[0016] Next, this embodiment will be described with reference to the right side of FIG. As in the above case, when an urgent problem such as a leak occurs in the user U's home, the user U receives this service despite feeling anxious. Specifically, the user U operates his / her own user terminal 2 to respond to questions and the like from this service that are displayed on the user terminal 2.

[0017] Questions and the like are sent from a server 1 managed by the system administrator SK who provides this service to a user terminal 2, and when a user U responds to the questions (selects an answer), information related to the response is sent from the user terminal 2, and the server 1 acquires this sent information. The server 1 classifies the housing troubles of the user U based on the acquired information, continues to ask questions to the user U and acquire response information, and determines measures, such as what kind of compensation or insurance can be used to resolve the problem. That is, the server 1 collects trouble information through chat, examines the information, and determines measures such as what guarantees and insurance can be used to resolve the damage incurred by the user U.

[0018] The insurance and guarantee items used in the above-mentioned judgment include extended warranties for home appliances, warranties from other home appliance manufacturers, warranties for solar panels, storage batteries and power conditioners, maintenance warranties, fire insurance, earthquake insurance, home defect insurance, ground warranties, termite warranties, product liability insurance, and contractor's liability insurance.

[0019] The server 1 examines the information to determine the above-mentioned measures, generates information related to a response to the user U, and transmits the generated information related to the response to the user terminal 2. That is, the server 1 presents insurance or guarantees that are determined to be applicable to the housing trouble.

[0020] In addition, the server 1 transmits the scrutiny information (trouble information, which will be described later) obtained by scrutinizing the information to the expert terminal 3 operated by the expert Y and the affiliated housing-related contractor terminal 4 operated by the affiliated housing-related contractor TJ. In other words, the server 1 provides information to the expert Y and the affiliated housing-related contractor TJ. Although not particularly limited, it is assumed here that expert Y belongs to the above-mentioned system administrator SK. Also, it is assumed that affiliated housing-related contractor TJ has a collaborative relationship with system administrator SK (expert Y). The affiliated housing-related business TJ is, for example, a construction company that built the house of the user U. The user U is a customer (end user) of the affiliated housing-related business TJ.

[0021] The expert Y, who has been provided with the detailed information, will attempt to resolve the housing problem through an affiliated insurance company TH with which the expert Y works. Alternatively, the affiliated housing-related business TJ to which the scrutiny information has been provided will attempt to resolve the housing problem through an affiliated insurance company TH or affiliated business TG with which the affiliated housing-related business TJ works. Information relating to the resolution of housing troubles is fed back and stored in the server 1 via the expert terminal 3 and the affiliated housing-related contractor terminal 4.

[0022] The above-mentioned affiliated insurance companies, etc. TH include non-life insurance companies, insurance agencies, home defect liability insurance corporations, guarantee companies, etc. (these are taken as examples). In addition, the above-mentioned partner companies and TGs include various housing equipment manufacturers, housing inspection and repair companies, housing building material trading companies, solar power contractors, solar power construction and sales companies, subcontractors, etc. (these are considered to be just a few examples).

[0023] To summarize, this service provides expert Y and affiliated housing-related contractor TJ with detailed information based on trouble information collected from user U. This means that affiliated housing-related contractor TJ is no longer required to perform the time-consuming task of eliciting information about housing troubles from user U, as has been done in the past, and as a result, can respond appropriately and quickly.

[0024] Furthermore, this service provides the above-mentioned detailed inspection information to expert Y and affiliated housing-related business TJ, which not only enables better support in resolving housing problems, but also prevents user U from having to bear the costs of restoring the property to its original condition, which they should not be required to bear, by offering insurance or guarantees that are deemed applicable to the housing problem. As mentioned above, this service can solve all your housing problems in one go, including insurance and warranties.

[0025] In addition, this service allows for collaboration with affiliated housing-related contractor TJ, enabling information on specifications for wallpaper, building materials, etc. to be shared, and this shared information can be used for maintenance and equipment repairs, etc. In addition, this service can cooperate with affiliated insurance companies (THs) and affiliated companies (TGs) to automatically generate, for example, insurance claim application forms and warranty fee application forms based on the above-mentioned scrutiny information.

[0026] The configuration of an information processing system that realizes the provision of the above-described service will be described with reference to FIG. FIG. 2 is a block diagram showing the configuration of an information processing system according to one embodiment of the present invention.

[0027] The information processing system is configured to include a server 1, a user terminal 2, an expert terminal 3, an affiliated housing-related contractor terminal 4, an affiliated insurance company terminal 5, and an affiliated contractor terminal 6. The server 1, user terminal 2, expert terminal 3, affiliated housing-related contractor terminal 4, affiliated insurance company terminal 5, and affiliated contractor terminal 6 are each connected to one another via a predetermined network N such as the Internet.

[0028] The server 1 is managed by the system administrator SK, and executes various processes to realize this service while communicating appropriately with the user terminal 2, the expert terminal 3, the affiliated housing-related contractor terminal 4, the affiliated insurance company terminal 5, and the affiliated contractor terminal 6.

[0029] The user terminal 2 is an information processing device operated by a user U who has encountered a problem related to their home, and is configured, for example, by a personal computer, a smartphone, a tablet, or the like. It is assumed that there are a plurality of users U and user terminals 2, and they are not shown here.

[0030] The expert terminal 3 is an information processing device operated by an expert that can provide user U with information that is beneficial to user U, such as insurance payments and free guarantees, and is composed of, for example, a personal computer, smartphone, tablet, etc.

[0031] The affiliated housing-related contractor terminal 4 is an information processing device managed by an affiliated housing-related contractor TJ, such as a construction company that built user U's house, and operated by employees of the affiliated housing-related contractor TJ, and is composed of, for example, a personal computer, smartphone, tablet, etc.

[0032] The affiliated insurance provider terminal 5 is an information processing device managed by an affiliated insurance provider TH such as a non-life insurance company, insurance agency, home defect liability insurance corporation, or guarantee company, and operated by employees of the affiliated insurance provider TH, and is composed of, for example, a personal computer, smartphone, tablet, etc.

[0033] The partner trader terminal 6 is an information processing device managed by partner traders TG such as various housing equipment manufacturers, housing inspection and repair companies, housing building materials trading companies, solar power contractors, solar power installation and sales companies, subcontractors, etc., and operated by employees of the partner traders TG, etc., and is composed of, for example, a personal computer, smartphone, tablet, etc.

[0034] FIG. 3 is a block diagram showing an example of a hardware configuration of a server in the information processing system of FIG.

[0035] The server 1 includes a CPU (Central Processing Unit) 11, a ROM (Read Only Memory) 12, a RAM (Random Access Memory) 13, a bus 14, an input / output interface 15, an input unit 16, an output unit 17, a memory unit 18, a communication unit 19, and a drive 20.

[0036] The CPU 11 executes various processes according to a program recorded in the ROM 12 or a program loaded from the storage unit 18 into the RAM 13 . The RAM 13 also stores data and the like necessary for the CPU 11 to execute various processes.

[0037] The CPU 11, ROM 12, and RAM 13 are interconnected via a bus 14. An input / output interface 15 is also connected to this bus 14. An input unit 16, an output unit 17, a memory unit 18, a communication unit 19, and a drive 20 are connected to the input / output interface 15.

[0038] The input unit 16 is configured with, for example, a keyboard and is used to input various information. The output unit 17 is configured with a display such as a liquid crystal display, a speaker, etc., and outputs various information as images and sounds. The storage unit 18 is configured with a DRAM (Dynamic Random Access Memory) or the like, and stores various data. The communication unit 19 communicates with other devices (e.g., the user terminal 2, expert terminal 3, affiliated housing-related contractor terminal 4, affiliated insurance company terminal 5, and affiliated contractor terminal 6 in Figure 2) via a network N including the Internet.

[0039] Removable media 30, such as a magnetic disk, optical disk, magneto-optical disk, or semiconductor memory, is appropriately attached to the drive 20. Programs read from the removable media 30 by the drive 20 are installed in the storage unit 18 as necessary. Furthermore, the removable medium 30 can also store various data stored in the storage unit 18 in the same manner as the storage unit 18.

[0040] Although not shown, the user terminal 2, expert terminal 3, affiliated housing-related business terminal 4, affiliated insurance company terminal 5, and affiliated business terminal 6 in Fig. 2 can also have basically the same hardware configuration as that shown in Fig. 3. Therefore, a description of the hardware configuration of the user terminal 2, expert terminal 3, affiliated housing-related business terminal 4, affiliated insurance company terminal 5, and affiliated business terminal 6 will be omitted.

[0041] The various hardware and software components of the server 1 shown in Fig. 3 work together to execute various processes, thereby making it possible to provide the above-described service.

[0042] FIG. 4 is a functional block diagram illustrating an example of a functional configuration of a server in the information processing system of FIG.

[0043] As shown in FIG. 4, in the CPU 11 of the information processing device 1, a chat control unit 51, a trouble information generation unit 52, and a trouble information transmission control unit 53 function. In addition, a question and answer DB 81 and a trouble information DB 82 are provided in one area of ​​the storage unit 18 of the information processing device 1.

[0044] The chat control unit 51 communicates with the user terminal 2 and repeatedly selects and answers from a plurality of answer candidates prepared in advance in the question and answer DB 81 to each of a plurality of questions about a trouble asked by the user U, thereby presenting the user U with insurance or guarantees that are deemed applicable to the trouble. The chat control unit 51 also controls chat between the user U and a chatbot (described later) for exchanges including questions and answers, and the presentation of insurance or guarantees that are deemed applicable to the trouble.

[0045] The trouble information generation unit 52 stores information about the trouble in the trouble information DB 82 based on each of the multiple questions and each of the answers to the multiple questions, and also examines the information and generates it as trouble information. Here, the trouble information is information that is necessary for the affiliated insurance provider TH or affiliated trader TG that applies the insurance or guarantee presented to the user U in order to apply the insurance or guarantee. The trouble information generated by the trouble information generating unit 52 corresponds to the detailed inspection information described above with reference to FIG.

[0046] The trouble information transmission control unit 53 executes control to transmit the generated trouble information to the expert terminal 3 and the affiliated housing-related contractor terminal 4 . Although not particularly limited, if the configuration is such that it is directly connected to the terminals 5 of affiliated insurance companies, etc. and the terminals 6 of affiliated businesses, etc., control is executed to send trouble information to the terminals 5 of affiliated insurance companies, etc. and the terminals 6 of affiliated businesses, etc.

[0047] In this way, the chat control unit 51, the trouble information generation unit 52, and the trouble information transmission control unit 53 function to enable a speedy and appropriate response when a housing-related problem occurs. Specifically, the server 1 can provide trouble information collected and carefully examined from the user U to the expert Y and the affiliated housing-related contractor TJ. This eliminates the need for the affiliated housing-related contractor TJ to perform the time-consuming task of eliciting information about the housing problem from the user U, as was previously the case, and as a result, an appropriate response can be made speedily.

[0048] Furthermore, since the server 1 provides the above-mentioned detailed inspection information to the expert Y and the affiliated housing-related business TJ, it is possible to provide better support until the housing trouble is resolved, and also to prevent the user U from having to bear the costs required for restoring the property to its original condition, which he should not have to bear, by offering insurance or guarantees that are deemed applicable to the housing trouble.

[0049] Next, examples of responses to the user will be described with reference to FIGS. 5 to 7 are diagrams each showing an example of a response to a user.

[0050] The server 1 classifies the housing trouble of the user U based on the information acquired from the user U, and continues to repeatedly ask the user U questions and acquire response information, while determining measures such as what kind of guarantee or insurance can be used to resolve the problem. The server 1 then transmits the response to the user terminal 2. The above classification can be divided into major classification, medium classification, and minor classification. By categorizing the problems, the server 1 can accurately narrow down the problems related to the home.

[0051] The major categories are divided according to the subject of the inquiry from user U. Specifically, they are divided into "inquiries about the main part of the building," "inquiries about the exterior of the building," "inquiries about the electrical system of residential facilities," "inquiries about interior design," "inquiries about fixtures and sash windows," "inquiries about water problems," "None applicable / other - enter a free comment," etc.

[0052] The medium categories are divided by sub-items. Specifically, if the major category is "Consultations about the main parts of the building," the medium categories are divided into "exterior walls," "roofs," "foundations and underfloors," "ground," "concrete and tiles," "entrances," etc. Also, if the major category is "Consultations about the exterior of the building," the medium categories are divided into "exterior gutters, gates and fences," "carports and storage sheds," "balconies and wooden decks," etc. The description of other intermediate categories will be omitted.

[0053] Minor categories are divided into subdivisions. Specifically, if the medium category is "exterior walls," the minor categories are divided into "exterior wall cracks," "exterior wall paint defects," "sealing defects," "rain leaks," "other," etc. Also, if the medium category is "roof," the minor categories are divided into "rain leaks," "gutter defects," "TV antenna defects," "solar power defects," "eaves defects," "other," etc. Note that descriptions of other sub-categories will be omitted.

[0054] Regarding the judgment based on the above classification and the corresponding response to user U, if the subcategory is "cracks in the exterior wall," it will be determined that the problem can be resolved with a "maintenance guarantee," and the corresponding response will be, "It may be covered by various guarantees. We apologize for the inconvenience, but we will provide you with further information at a later date." Furthermore, if the minor category is "exterior wall paint defects," it will be determined that the problem can be resolved under the "maintenance guarantee," and the corresponding response will be, "It may be covered by various guarantees. We apologize for the inconvenience, but we will provide you with further information at a later date." Furthermore, if the minor category is "sealing malfunction," it will be determined that the problem can be resolved under the "maintenance warranty," and the response will be, "It may be covered by various warranties. We apologize for the inconvenience, but we will provide you with further information at a later date." Also, if the minor category is "rain leaks," it will be determined that the problem can be resolved with "home defect insurance, contractor's liability insurance, and fire insurance," and the response will be, "It may be covered by various guarantees and insurance. We apologize for the inconvenience, but we will provide you with further information at a later date." Also, if the subcategory is "Other," you will be asked to enter a comment about the problem situation, saying "Please let us know the details of the problem," and the corresponding response will be "We will contact you as soon as we have confirmed the details of your inquiry." Other determinations and corresponding responses will not be described.

[0055] Next, with reference to FIGS. 8 and 9, an example of chat consultation regarding housing at a user terminal will be described. 8 and 9 are example screens provided by the service of FIG. 1 to which the server having the functional configuration of FIG. 4 is applied, showing chat consultations about housing on a user terminal.

[0056] In Figure 8, user U clicks on the "Housing Chat Consultation" button in the menu displayed on the service provision screen (the screen of user terminal 2) to proceed to the chat menu (here, chat is referred to as "chat concierge," and this corresponds to the "chat concierge" menu). Although not particularly limited, the "Housing Chat Consultation" button is assumed to be displayed at all times. The "Chat Concierge" menu displays the message "Welcome to Chat Concierge. Please select the appropriate option from the options below." There are also buttons for "Report a Bug," "About XXX," and "Other," from which users can select.

[0057] For example, if the "Report a Problem" button is selected, a message is displayed on the screen indicating that the user U has selected "Report a Problem." In response, the "Chat Concierge" will ask, "This is a bug report. Please reply with details about the bug." and "Are you Yamada Taro (the contract holder) the person currently reporting this?" (Yes / No buttons are available.) For example, if the "No" button is selected, the "Chat Concierge" will ask questions such as "Please tell us your name," and "Please tell us your relationship to the contract holder (there is a redo button)." If the relationship is "wife," the "Chat Concierge" will ask, "You are my wife, aren't you? Next, please tell us the date the problem occurred in eight digits. (An example of the date the problem occurred is provided, and there is a redo button.)" For example, if "20231102" is entered, the "Chat Concierge" will ask, "That's November 2, 2023. Next, please tell us what the problem is. (Example provided)."

[0058] As described above, when the user U answers a question (inquiry) from the "chat concierge" or selects an item, the "chat concierge" will automatically ask the next question or the like. The server 1 identifies not only the location of the problem but also the cause of the problem from the response from the user U. When the server 1 identifies the location and cause of the defect and generates trouble information, it provides the generated trouble information (inspection information) to the expert Y and the affiliated housing-related contractor TJ.

[0059] Here, an example of a chatbot (standard pattern) will be described. <Standard pattern> Tap the "Chat Concierge" button on the top screen "Thank you for contacting our chat concierge." "We will consult you about any problems with your home." First, please select the type of problem you are looking for. ·"thank you" "Next, please select the item of the problem you are experiencing." "Thank you. I understand that this is a problem with ____." "Thank you. Next, what are your symptoms?" "Thank you for your choice" "Could you please provide more details about the situation?" Select "Yes or No" If yes, please reply with "Thank you. Could you please provide more details in the comments section?" "Thank you for your input" "Next, could you please send me a photo of the problem?" Select "Yes or No" If yes, choose how you would like to send your photos. "Take a photo" and "Select a photo from your files" "Thank you for sending the photo" If no, "Thank you" or "Your registration is complete" If yes, then "Registration completed" "It may be possible to resolve the issue with (maintenance warranty, extended warranty for home appliances, property insurance, or defect warranty)." "Could you please provide more details about the situation?" If no, please say "Thank you" and "Next, could you please send us a photo of the problem?" Select "Yes or No" If yes, choose how you would like to send your photos. "Take a photo" and "Select a photo from your files" "Thank you for sending the photo" If no, "Thank you" or "Your registration is complete" If yes, then "Registration completed" "It may be possible to resolve the issue with (maintenance warranty, extended warranty for home appliances, property insurance, or defect warranty)." "Could you please provide us with a convenient phone number for us to contact you via our after-sales concierge (example of the service name)?" Select "Yes or No" If "Yes," please enter your phone number without hyphens. "Thank you for your input" Next, please let us know the time that is convenient for you. Weekdays: 9:00 AM - 12:00 PM, 12:00 PM - 4:00 PM, 4:00 PM - 9:00 PM; Saturdays, Sundays, and holidays: 9:00 AM - 12:00 AM, 12:00 PM - 4:00 PM, 4:00 PM - 9:00 PM "Thank you for registering. Our after-sales concierge will contact you." "Thank you for using our after-sales concierge service." If you answer "No," the message will say, "Understood. Your registration is complete. Our after-sales concierge will contact you via this chat." "Is there anything else you'd like to discuss?" "Yes" "No" If yes, go back to the beginning If no, please say, "Thank you for using our after-sales concierge service."

[0060] In addition to the standard patterns described above, there are other examples such as a 24-hour emergency response pattern, a pattern where "Other" is selected in the subcategory, a pattern where User U is unsure / None applicable / Other, and a pattern where User U is unsure / Free comment input, but these will be omitted here.

[0061] Next, examples of screens on the expert terminal will be described with reference to FIGS. FIG. 10 is a diagram showing history details, FIG. 11 is a diagram showing insurance company guaranteed accident reports, and FIG. 12 is a diagram showing chat details with users.

[0062] When, for example, a history list is selected from among a plurality of buttons (not shown), history information relating to, for example, trouble information is displayed on the screen of the expert terminal 3. Specifically, predetermined history information is displayed for each item such as contract details, contact details, and assessment, as shown in Fig. 10. The history information also includes images of defects and estimates. Expert Y will then review this historical information and further organize it, guiding User U regarding warranties and insurance to ensure there are no mistakes.

[0063] 11, the screen showing the insurance company guaranteed accident report displays the customer name, policy number, defect details, insurance claim image, estimate image, defect image, etc. The screen shown in FIG. 11 also has an email creation button.

[0064] As shown in FIG. 12, by selecting "chat details", the chat between expert Y and user U is displayed in detail. In other words, when user U asks "Hot water has stopped coming out. Will my warranty cover repairs?" at 15:00 on 2022 / 05 / 01, expert Y will respond to user U at 16:00 on 2022 / 05 / 01 by saying, "We will check the details of your warranty. Please wait without ending the chat." and "Your subscription plan: The warranty for XX Peace of Mind Support includes coverage for water heater failures. We would like to investigate the cause. Would you like us to arrange for on-site service?" The display then shows in detail that user U responded "Thank you" at 17:00 on 2022 / 05 / 01. By operating the button at the bottom of FIG. 12, the user can report the problem to an affiliated company (such as an affiliated insurance company, TH).

[0065] The "Chat Concierge" has been explained above with reference to Fig. 12. From here on, we will explain the results of updating the home management information, including the history information of the user U's home, by adding the trouble information generated by the "Chat Concierge," with reference to the screens used by the user U (user usage screens shown in Figs. 13 to 35).

[0066] The server 1 generates a user usage screen based on home management information including historical information about the user U's home, and presents the generated user usage screen to the user U. It is assumed that the above-mentioned home management information is stored in advance in a predetermined database (for example, a customer home management information DB, not shown) used by, for example, a customer home management information control unit, not shown, of the server 1. The above-mentioned customer home management information control unit executes control for long-term management of the user U's home.

[0067] The above-mentioned predetermined database stores information on the user U's house history as well as drawings, application forms, and the like related to the user U's house. In addition to the history of repairs and changes to the user U's home, the above-mentioned historical information is also added to the service by, for example, a management information update unit (not shown) of the server 1. However, there is a problem in that it takes a lot of time and effort for the user U to manually update the trouble information. This service links the "Chat Concierge" with a system for long-term management of User U's home. When User U consults the "Chat Concierge" about a problem with their home, trouble information (trouble information that includes information supported by experts on home insurance and warranties) is automatically updated without any omissions or hassle. As a result, accurate historical information (home management information) can be saved, allowing for better long-term management of User U's home.

[0068] FIG. 13 is a diagram showing an example of a screen (HOME screen) used by the user. As shown in FIG. 13, the user screen has a number of buttons for checking "property information," checking "next inspection schedule," and downloading data. For example, if "Property Details" is selected in "Property Information," the screen shown in FIG. 14 is displayed.

[0069] FIG. 14 is a diagram showing an example of a screen (property information details (basic information)) used by the user. When the screen shown in FIG. 14 is displayed, the user U can check the "basic information" in the "detailed property information." Regarding the "Property Details," in addition to the "Basic Information," you can also check "Property Images," "Specifications," and "Facility Information." The screen shown in Figure 14 allows you to check "Drawings, Certificates, etc." and "Housing History" without returning to the screen shown in Figure 13 (these buttons are also provided on the screen shown at the top of Figure 15).

[0070] FIG. 15 is a diagram showing an example of a screen (detailed property information (property image)) used by the user. 15 is displayed, the user U can check the "property image" in the "property detailed information." The user U can also upload an image, etc.

[0071] FIG. 16 is a diagram showing an example of a screen (whole inspection schedule) used by the user. The screen shown in FIG. 16 is a screen that is displayed when the "Next inspection scheduled" button is selected on the screen shown in FIG. By selecting the "Next Inspection Schedule" button, a pop-up display such as that shown in FIG. 16 is displayed, allowing the user U to check the inspection schedule. For example, by selecting the button "Regular Inspection 2027," user U can check the schedule for regular inspections for that year.

[0072] FIG. 17 is a diagram showing an example of a screen used by a user (downloading a long-term repair plan). The screen shown in FIG. 17 is a screen that is displayed when the "Long-term Repair Plan" button is selected on the screen shown in FIG. By selecting the "Long-term repair plan" button, a pop-up display such as that shown in FIG. 17 is displayed, and the user U can download the long-term repair plan.

[0073] FIG. 18 is a diagram showing an example of a screen used by a user (downloading a housing resume). The screen shown in FIG. 18 is a screen that is displayed when the "Housing Resume" button is selected on the screen shown in FIG. By selecting the "Housing Resume" button, a pop-up display such as that shown in FIG. 18 is displayed, and the user U can download the housing resume.

[0074] FIG. 19 is a diagram showing an example of a screen (house history screen) used by the user. The screen shown in FIG. 19 is a screen that is displayed when the "Housing History" button in the "Property Information" section on the screen shown in FIG. 13 is selected. By selecting the "House History" button, the screen shown in Figure 19 is displayed, and the user U can check the house history. For details of the house history, by selecting the displayed item (content of the history), a pop-up display, for example, as described below, is displayed, and the user U can check the details of the house history. Although not specifically shown here, the housing history also includes information about the trouble mentioned above, and by selecting this, you can check the details of the trouble and the support provided by experts. If you select the "Refine" button in Figure 19, the screen shown in Figure 20 will be displayed. If you select the "New Registration" button in Figure 19, the screens shown in Figures 21 and 22 will be displayed.

[0075] FIG. 20 is a diagram showing an example of a screen used by the user (house history screen (narrowing)). The screen shown in FIG. 20 is a screen that is displayed when the "narrow" button is selected on the screen shown in FIG. By selecting the "Refine" button, you can narrow down your home history based on, for example, "Date of Action," "Type," or "Insurance / Warranty." For example, you can narrow down your home history by trouble information. The filtered housing history can be downloaded here.

[0076] 21 and 22 are diagrams showing examples of screens used by the user (house history screens (add house history A) and (add house history B)). The screens shown in FIGS. 21 and 22 are screens that are displayed when the "New Registration" button is selected on the screen shown in FIG. By selecting the "New Registration" button, a new history entry can be registered with the contents shown in FIGS. The confirmation of the registered contents will be explained with reference to FIG.

[0077] FIG. 23 is a diagram showing an example of a screen used by the user (checking home inspection history). After registering a new history, you can delete the home inspection history, as shown in the pop-up at the bottom of Figure 23. After a certain period of time (for example, 30 days), the home inspection history is finalized and can no longer be deleted (see the pop-up at the top). It should be noted that if a new registration is made by the provider of this service, the registered content cannot be deleted by the user U (this is an example).

[0078] FIG. 24 is a diagram showing an example of a screen (drawings, certificates, etc. (drawing-related)) used by the user. The screen shown in FIG. 24 is a screen that is displayed when the button for "Drawings, Certificates, etc." in "Property Information" is selected on the screen shown in FIG. By selecting the "Drawings, Certificates, etc." button, the screen shown in FIG. 24 is displayed, and the user U can check and download anything related to drawings.

[0079] FIG. 25 is a diagram showing an example of a screen (drawings, certificates, etc. (application and certificate related)) used by the user. The screen shown in FIG. 25 is a screen that is displayed when the button for "Drawings, Certificates, etc." in "Property Information" is selected on the screen shown in FIG. By selecting the "Drawings, Certificates, etc." button, the screen shown in FIG. 25 is displayed, and the user U can check and download information related to applications and certificates.

[0080] In the case of adding, confirming, or deleting document data in the above-mentioned application / certification-related matters, the screens shown in Figures 27 to 31 are displayed (detailed explanations are omitted). FIG. 27 is a diagram showing an example of a screen used by a user (drawings, certificates, etc. (adding document data)). FIG. 28 is a diagram showing an example of a screen used by a user (drawings, certificates, etc. (checking document data)). FIG. 29 is a diagram showing an example of a screen used by a user (drawings, certificates, etc. (checking document data)). FIG. 30 is a diagram showing an example of a screen used by a user (drawings, certificates, etc. (editing document data)). FIG. 31 is a diagram showing an example of a screen used by a user (drawings, certificates, etc. (deleting document data)).

[0081] Returning to Figure 25, in addition to checking and downloading application and certification-related information by selecting the "Drawings, Certificates, etc." button, you can also select the "Other" button. FIG. 26 is a diagram showing an example of a screen (drawings, certificates, etc. (other)) used by the user. The screen shown in FIG. 26 is a screen that is displayed when the button for "Drawings, Certificates, etc." in "Property Information" is selected on the screen shown in FIG. By selecting the "Drawings, Certificates, etc." button, the screen shown in FIG. 26 is displayed, and the user U can check and download other items.

[0082] FIG. 32 is a diagram showing an example of a screen (menu (property switching)) used by the user. The screen shown in FIG. 32 is a screen that is displayed when "Property Switching" is selected from the menu button on the upper right of the screen shown in FIG. By selecting the "Switch Property" button, the screen shown in FIG. 32 is displayed, and the user U can select the property ID that he or she wishes to check, thereby switching to the selected property information.

[0083] FIG. 33 is a diagram showing an example of a screen (menu (handover of property information)) used by the user. The screen shown in FIG. 33 is a screen that is displayed when "Transfer of property information for sale, etc." is selected from the menu button on the upper right of the screen shown in FIG. By selecting the "Transfer of property information for sale, etc." button, the screen shown in Figure 33 will be displayed, and if user U wishes to sell the property, he or she can transfer the property information to the new owner who will be purchasing it. Of course, the property information, including the trouble information mentioned above, will be handed over to the new owner.

[0084] FIG. 34 is a diagram showing an example of a screen (menu (housing company information)) used by the user. The screen shown in FIG. 34 is a screen that is displayed when "Housing Company Information" is selected from the menu button on the upper right of the screen shown in FIG. By selecting the "Housing Company Information" button, the screen shown in FIG. 34 is displayed, and the user U can check the housing company information (information on the providers of various guarantees and support for the property).

[0085] FIG. 35 is a diagram showing an example of a screen (menu (account information)) used by the user. The screen shown in FIG. 35 is the screen that is displayed when "Account Information" is selected from the menu button on the upper right of the screen shown in FIG. By selecting the "Account Information" button, the screen shown in FIG. 35 is displayed, and the user U can change the account information.

[0086] As described above, this service automatically updates trouble information, allowing accurate historical information (home management information) to be stored, thereby enabling better long-term management of user U's home.

[0087] Up to this point, we have explained how trouble information generated by the "chat concierge" is added, with reference to Fig. 35. From here on, we will explain the "visit date and time schedule adjustment function" with reference to the screens used by user U (user usage screens shown in Figs. 36 to 38) and the like.

[0088] A schedule adjustment unit (not shown) functions in the CPU 11 of the server 1. This schedule adjustment unit supports the adjustment of a schedule for a visit to the home of a user U by, for example, an affiliated insurance provider TH or an affiliated business TG, or, for example, an expert Y or an affiliated housing-related business TJ, in order to resolve a problem related to the home.

[0089] Specifically, the schedule adjustment unit operates in cooperation with the chat control unit 51, and receives from the user U a designation of the date and time of a visit required to resolve a problem related to the home during the interaction between the user U and the chatbot. The schedule adjustment unit also controls the display on the user terminal 2 of a schedule table for multiple days (see, for example, FIG. 38) that allows the user U to specify the date and time of visit.

[0090] Furthermore, the schedule adjustment unit provides the available visit date and time information designated by the user U to the trouble information generation unit 52, and controls the unit to store the information as part of the trouble information. The schedule adjustment unit also has the function of notifying user U via chat of the planned visit date and time determined, for example, by an affiliated insurance company TH or affiliated business TG, or, for example, by an expert Y or affiliated housing-related business TJ, based on the visit date and time information specified by user U.

[0091] As will be described later with reference to FIG. 39, information for schedule adjustment is appropriately shared among the user U, affiliated insurance companies TH, affiliated housing-related businesses TJ, and affiliated businesses TG.

[0092] FIG. 36 is a diagram showing an example of a screen of a user terminal in an information processing system according to one embodiment of the present invention, and is a diagram showing an entrance screen for home chat consultation and a screen for selecting a type of problem.

[0093] 36(a) is a diagram showing an entrance screen for user U to access the chat concierge. This screen displays the message "Please contact us regarding damage to your home or malfunction of equipment," as well as a button that says "Click here to start a new chat" and a button that allows you to check the "past chat history." At the bottom of the screen, there is a navigation menu with options such as "Home," "Contact Us by Phone," and "Housing Chat Consultation," allowing the user U to easily access the services they need.

[0094] FIG. 36(b) shows a state in which a conversation with a chat concierge has begun. The date and time information is displayed at the top of the screen, and the first message from the Chat Concierge reads, "Thank you for contacting the Chat Concierge. We will be happy to assist you with any problems you may have with your home. First, please select the type of problem you are having."

[0095] Below this message, the types of problems that user U can choose from are displayed: "Inquiries about the main parts of the building," "Inquiries about the exterior of the building," "Inquiries about the electrical system of home appliances," "Inquiries about interior design," "Inquiries about fixtures and sash windows," "Inquiries about water problems," and "None applicable / Other." By selecting the appropriate option from these options, the user U can communicate the details of the problem to the system in this service.

[0096] At the bottom of the screen, a "restart question" button and a "return to previous question" button are displayed, allowing the user U to adjust the flow of the dialogue as needed. In this way, Figure 36 is the entry point for starting a consultation about a housing problem, and shows the first step for user U to identify the type of problem through dialogue with the chat concierge. Based on the type selected on this screen, the user U will be guided to more detailed questions.

[0097] FIG. 37 is an example of a screen of a user terminal in an information processing system according to one embodiment of the present invention, showing a screen for registering the details of a problem and adjusting the date and time of a visit. FIG. 37(a) is a diagram showing a state in which the user U has input detailed information about a home trouble. The chat concierge is displayed at the top of the screen, and a guidance message is displayed saying, "If there are no problems with the selected content, please press Register the problem content. If you want to change the content, press the Back / Redo button."

[0098] The information entered by user U is displayed as hierarchically detailed fault information such as "Home appliance electrical consultation," "Toilet," "There is a problem with the washlet toilet," and "It doesn't work when I press the remote control." Additionally, the telephone number "00000000000" and the available contact time "anytime" are also entered as contact information. A "Register problem details" button is displayed at the bottom of the screen, and user U can confirm the input information by pressing this button.

[0099] FIG. 37(b) shows the state in which adjustment of the visit date and time has begun after the defect details have been registered. A new message from the chat concierge will appear saying, "A specialist staff member will visit your home to resolve this issue. Please answer the following questions to schedule the visit." For the item "visit date and time", the user U can select either "any time is fine" or "specify an available date and time". In the state shown in the figure, "Any time is fine" is selected, which indicates that the user U has no particular preference for the date and time of the visit and that the service provider can accommodate the schedule.

[0100] FIG. 37(c) shows the screen that appears after the user U selects "Specify available date and time." The chat concierge will display the message, "Thank you for your response. Please open the simple schedule table using the button below and enter a date and time within the next seven days that is convenient for you to visit." The "Specify available visiting dates and times" button is displayed in large letters, and by pressing this button, the user U can move to a detailed schedule specification screen (see FIG. 38). In this way, the system relating to this service is designed to respond flexibly to the user U's selections and to allow the user U to adjust the date and time of visit in the manner desired.

[0101] FIG. 38 is an example of a screen of a user terminal in an information processing system according to one embodiment of the present invention, showing a schedule display screen for specifying available visiting dates and times. This screen is a detailed schedule setting interface that is displayed after the user U presses the "Specify available visit dates and times" button. The chat concierge is displayed at the top of the screen, and a calendar for the next seven days is displayed.

[0102] Specifically, the following dates are displayed independently: "2024.7.10 (today)", "2024.7.11 (Thursday)", "2024.7.12 (Friday)", "2024.7.13 (Saturday)", "2024.7.14 (Sunday)", "2024.7.15 (Monday)", and "2024.7.16 (Tuesday)".

[0103] For each date, a pull-down menu with "from" and "between" is provided, and the user U can specify the start time and end time of the time period during which the visit is possible. There is also a "+ Add Time Period" button on the right side of each row, which allows you to specify multiple visitor time periods on the same day. This allows for flexibility to accommodate specific requests, such as "I'll be at home in the morning and after the evening."

[0104] At the bottom of the screen, a "Close" button and a "Confirm Date and Time" button are displayed. After completing the specification of the available visit date and time, the user U presses the "Confirm Date and Time" button to send the input information to the server 1. This schedule information is saved as part of the trouble information and is used to adjust the actual visit date and time. This scheduling function allows the user U to flexibly specify a visit date and time that suits his or her own convenience, and can prevent problems such as being absent when a visitor arrives or schedule conflicts in advance. In addition, this service will enable efficient scheduling of visits, reducing wasted time and effort caused by rescheduling visits.

[0105] FIG. 39 is a diagram showing the flow of information processing relating to schedule adjustment according to one embodiment of the present invention. This diagram visually represents the flow of information in the entire process from accepting a chat request to arranging a date and time for a staff member to visit and reporting the request.

[0106] At the top center of the diagram, there is a symbol representing user U (member) along with the words "User (member)," and below that is a block called "Member App." At the bottom center is a block called "Server 1," and below that is a block called "Insurance and Warranty Expert Y (TH)." On the right side, icons representing "housing businesses (TJ)" and "equipment manufacturers (TG), etc." are displayed. The arrows showing the flow of information between these steps are numbered (S1 to S10). The numbers "1" to "10" in the boxes indicate the usage flow.

[0107] The process flow is as follows: In step S1, where the number in the box is "1," user U (member) consults about a problem via chat. This is shown as the flow of information from the member app to server 1 (the management system). In step S2, where the number in the box becomes "2," an automatic chat response is made based on the content stored in server 1 (management system). This is shown as the flow of information from server 1 to the member app.

[0108] In step S3, where the number in the box becomes "3," the consultation content is confirmed and saved in server 1 (management system). This is shown as the flow of information from the member app to server 1. In step S4, where the number in the box becomes "4", a notification is sent by email to expert Y. This is shown as the flow of information from server 1 (management system) to expert Y of insurance and guarantee.

[0109] In step S5, where the number in the box becomes "5", the content of the consultation is confirmed in the server 1 (management system). This is shown as processing within the server 1. In step S6, where the number in the box is "6," detailed inquiries and responses are made via the chat function. This is shown as a two-way flow of information between the member app and Server 1 (the management system).

[0110] In step S7, where the number in the box becomes "7," the available visit dates and times are obtained as shown in Figures 37 and 38. This is shown as the flow of information between the member app and server 1 (management system). Step S7 also shows the flow of sending a request for a visit date and time from server 1. In step S8, where the number in the box becomes "8," the date and time of the visit is adjusted based on the person to be dealt with and the member's request. This shows the flow of information between Server 1 (management system) and "insurance and warranty expert Y," as well as the subsequent collaboration with "housing business operators (TJ)" and "equipment manufacturers, etc. (TG)."

[0111] In step S9, where the number in the box becomes "9," the date and time of the visit is reported to the member from the management screen. This is shown as the flow of information from Server 1 (management system) to the member app. Step S9 also shows that the date and time of the visit is reported to the member's chat. In step S10, where the number in the box becomes "10," a case report is sent from the management screen to the housing company (TJ). This is shown as the flow of information from Server 1 (management system) to the "housing company (TJ)." At the same time, the flow of notifying the housing company (TJ) by email is also shown.

[0112] It is assumed here that the configuration allows expert Y to chat with the member app from server 1 (management system). Steps S8, S9, and S10 are in no particular order (they may be performed in any order depending on the situation).

[0113] Figure 39 clearly shows the overall flow of information, from reporting a problem to arranging a visit date and time, and then to the actual visit, and concretely expresses how the schedule adjustment function works within the system. Figure 39 allows you to visually understand the information sharing mechanism and processing order between each party, and grasp the overall collaborative structure of the system.

[0114] Although one embodiment of the present invention has been described above, the present invention is not limited to the above-described embodiment, and modifications, improvements, etc. within the scope of achieving the object of the present invention are included in the present invention.

[0115] For example, the user U may use the service by using the browser function of the user terminal 2 or by using a user-specific application. In addition, the expert terminal 3, affiliated housing-related contractor terminal 4, affiliated insurance company terminal 5, and affiliated contractor terminal 6 may also use this service using their respective browser functions, and may also use dedicated apps in the same way as the user terminal 2.

[0116] Furthermore, the schedule adjustment unit (schedule adjustment means) not shown above can be configured as follows: That is, the schedule adjustment unit can be configured as follows: "The schedule adjustment unit has a visit date and time receiving unit (visit date and time receiving means) that operates in cooperation with the chat control unit and receives from the user, during the exchange between the user and the chatbot, a designation of a visit date and time required to resolve the problem regarding the house." Furthermore, the configuration can be such that "the chat control unit has a display control unit (display control means) that causes the first terminal to display a schedule table for multiple days that allows the user to specify the date and time of visit."

[0117] Furthermore, the configuration may be such that "the trouble information generating unit (trouble information generating means) includes visit date and time information designated by the user in the trouble information." Furthermore, the configuration can be such that "the trouble information transmission control unit (trouble information transmission control means) transmits the trouble information including the visit date and time information to the second terminal, and arrangements are made for the first organization or the second organization to visit the user's home based on the transmitted visit date and time information."

[0118] The configuration may also be such that "the visit date and time receiving unit of the chat control unit can receive a plurality of date and time specifications from the user." Furthermore, the configuration can be such that "the chat control unit notifies the user via the chat of the planned visit date and time determined by the first organization or the second organization based on the visit date and time information specified by the user."

[0119] Furthermore, the server can be configured to further include a visit coordination information management unit (visit coordination information management means) for managing visit coordination information regarding the user, the first organization, and the second organization, and the visit coordination information management unit manages visit date and time information specified by the user in association with scheduled visit date and time information determined by the first organization or the second organization. Furthermore, the configuration may be such that "the chat control unit provides the user with report information after the first organization or the second organization has visited the user's home via the chat."

[0120] Furthermore, for example, the above-described series of processes can be executed by hardware or software. Furthermore, one functional block may be configured as a single piece of hardware, a single piece of software, or a combination thereof.

[0121] When a series of processes is executed by software, the programs that make up the software are installed into a computer or the like from a network or a recording medium. The computer may be a computer built on dedicated hardware. The computer may also be a computer capable of executing various functions by installing various programs, such as a server, a general-purpose smartphone, or a personal computer.

[0122] Recording media containing such programs may consist not only of removable media (not shown) that are distributed separately from the device itself in order to provide the program to the user, but also of recording media that are provided to the user in a state where they are pre-installed in the device itself.

[0123] In this specification, the steps describing the program to be recorded on the recording medium include not only processes that are performed in chronological order, but also processes that are not necessarily performed in chronological order but are performed in parallel or individually. In addition, in this specification, the term "system" refers to an overall device that is made up of a plurality of devices, a plurality of means, etc.

[0124] In summary, the information processing system to which the present invention is applied is sufficient if it has the following configuration, and can take on a variety of different embodiments. That is, an information processing system to which the present invention is applied (for example, the information processing system of FIG. 2) is a server (e.g., Server 1 in FIGS. 1 to 4); a first terminal (e.g., user terminal 2 in FIGS. 1, 2, and 4) operated by a user (e.g., user U in FIG. 1) who has encountered a problem related to his or her home; a second terminal (for example, expert terminal 3 or affiliated housing-related business terminal 4 in Figures 1, 2, and 4; however, it may also be affiliated insurance company terminal 5 or affiliated business terminal 6 by directly interacting with server 1) managed by a first organization (for example, affiliated insurance company TH or affiliated business TG in Figure 1) that provides services related to insurance or guarantees for the user for damages caused by the trouble, or a second organization that cooperates with the first organization (for example, expert Y or affiliated housing-related business TJ in Figure 1); In an information processing system including: The server a user communication means (e.g., chat control unit 51 in FIG. 4) that communicates with the first terminal and presents the user with the insurance or guarantee that is determined to be applicable to the trouble (e.g., see the determinations and corresponding answers in FIGS. 5 to 7) by repeatedly selecting and answering from a plurality of pre-prepared answer candidates (e.g., see the questions in FIGS. 8 and 9) in response to each of a plurality of questions about the trouble asked by the user (e.g., see the questions in FIGS. 8 and 9); a trouble information generating means (for example, the trouble information generating unit 52 of FIG. 4) that generates, based on each of the plurality of questions and each of the answers to the plurality of questions, information about the trouble that is necessary for the first organization that applies the insurance or the guarantee presented to the user to apply the insurance or the guarantee; trouble information transmission control means (for example, the trouble information transmission control unit 53 in FIG. 4) for executing control to transmit the trouble information to the second terminal; It is enough to have this.

[0125] This will enable prompt and appropriate action to be taken when problems arise with the home. In particular, by providing trouble information collected from users to expert Y and affiliated housing-related contractor TJ, it is possible to eliminate the time-consuming task of eliciting information about housing troubles from user U, as was previously the case, and to respond promptly and appropriately.

[0126] The user communication means controls chat between the user and a chatbot (such as the above-mentioned chatbot example (standard pattern)) to exchange questions, answers, and offers of insurance or guarantees that are determined to be applicable to the trouble. It is possible. This allows trouble information to be collected in an interactive format with the user through the chatbot, making it possible to efficiently collect trouble information in a format that is easy for the user U to understand and respond to.

[0127] The server a management information updating means (for example, the above-mentioned management information updating unit, not shown) for updating management information (house management information including the above-mentioned history information) including history information of the house of the user (for example, history information of repairs and changes related to the house of the user U, as well as the above-mentioned trouble information added and managed by, for example, a management information updating unit, not shown) by adding the trouble information of the user as at least a part of the history information; Further provided with It is possible. This allows trouble information to be automatically updated as historical information for the home, eliminating the need for the user U to manually update the historical information. In addition, accurate recording of historical information allows for better long-term management of the home.

[0128] The server includes a schedule adjustment unit (for example, the schedule adjustment unit not shown) that supports schedule adjustment (for example, see FIGS. 36 and 38) regarding a visit to the user's home by the first organization or the second organization to solve the problem. Further provided with It is possible. This allows for a seamless process from collecting problem information to offering insurance and guarantees, to scheduling visits to resolve the problem, preventing miscommunication between user U and the business operator and enabling more appropriate and prompt responses. [Explanation of symbols]

[0129] 1 Server, 2 User terminal, 3 Expert terminal, 4 Affiliated housing-related business terminal, 5 Affiliated insurance company terminal, etc., 6 Affiliated business terminal, 11 CPU, 12 ROM, 13 RAM, 14 Bus, 15 Input / output interface, 16 Input section, 17 Output section, 18 Memory section, 19 Communication section, 20 Drive, 30 Removable media, 51 Chat control section, 52 Trouble information generation section, 53 Trouble information transmission control section, 81 Question and answer database, 82 Trouble information database, U User, SK System administrator, Y Expert, TJ Affiliated housing-related business, TH Affiliated insurance company, etc., TG Affiliated business, etc., N Network

Claims

1. A server; a first terminal operated by a user who has experienced a problem with their home; a second terminal managed by a first organization that provides services related to insurance or guarantee for the user regarding damages caused by the trouble, or a second organization that cooperates with the first organization; In an information processing system including: The server a user communication means for communicating with the first terminal and repeatedly selecting and answering from a plurality of prepared answer candidates in response to a plurality of questions about the trouble asked by the user, and presenting the insurance or the guarantee that is determined to be applicable to the trouble to the user; a trouble information generating means for generating, based on each of the plurality of questions and each of the answers to the plurality of questions, trouble information that is necessary for the first organization applying the insurance or the guarantee presented to the user to apply the insurance or the guarantee; trouble information transmission control means for executing control to transmit the trouble information to the second terminal; Equipped with Information processing system.

2. the user communication means controls a chat between the user and a chatbot, which exchanges questions, answers, and offers of the insurance or guarantee that is determined to be applicable to the trouble; The information processing system according to claim 1 .

3. The server A management information updating means for updating management information including history information of the user's house, which is stored in advance in a predetermined database, by adding the trouble information of the user as at least a part of the history information. The information processing system according to claim 1 , further comprising:

4. The server includes a schedule adjustment means for assisting in adjusting a schedule for the first organization or the second organization to visit the user's home to solve the problem. The information processing system according to claim 1 , further comprising:

5. A server; a first terminal operated by a user who has experienced a problem with their home; a second terminal managed by a first organization that provides services related to insurance or guarantee for the user regarding damages caused by the trouble, or a second organization that cooperates with the first organization; An information processing method executed by an information processing system including: The steps executed by the server include: a user communication step of communicating with the first terminal and repeatedly selecting and answering from a plurality of prepared answer candidates in response to each of a plurality of questions about the trouble asked by the user, thereby presenting the insurance or the guarantee that is determined to be applicable to the trouble to the user; a trouble information generating step of generating, based on each of the plurality of questions and each of the answers to the plurality of questions, information about the trouble that is necessary for the first organization applying the insurance or the guarantee presented to the user to apply the insurance or the guarantee; a trouble information transmission control step of executing control to transmit the trouble information to the second terminal; Including, Information processing methods.

6. A server; a first terminal operated by a user who has experienced a problem with their home; a second terminal managed by a first organization that provides services related to insurance or guarantee for the user regarding damages caused by the trouble, or a second organization that cooperates with the first organization; A program for causing a computer in an information processing system to execute control processing, A computer that controls the server a user communication step of communicating with the first terminal and repeatedly selecting and answering from a plurality of prepared answer candidates in response to each of a plurality of questions about the trouble asked by the user, thereby presenting the insurance or the guarantee that is determined to be applicable to the trouble to the user; a trouble information generating step of generating, based on each of the plurality of questions and each of the answers to the plurality of questions, information about the trouble that is necessary for the first organization applying the insurance or the guarantee presented to the user to apply the insurance or the guarantee; a trouble information transmission control step of executing control to transmit the trouble information to the second terminal; Execute a control process including program.

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