System

Abstract

A system is provided.SOLUTION: A system including means for collecting profile information of a user in a newly purchased information processing device, means for transmitting defect information input by the user to a server, means for analyzing the received defect information by natural language processing and generating a solution in the server, means for transmitting the generated solution to the user, means for displaying the transmitted solution to the user and allowing the user to perform an operation according to the solution, and means for transmitting feedback information from the user to the server.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The technology of the present disclosure relates to a system. [Background technology]

[0002] Patent document 1 discloses a persona chatbot control method performed by at least one processor, the method including the steps of receiving a user utterance, adding the user utterance to a prompt including an instruction sentence related to a description of the chatbot character, encoding the prompt, and inputting the encoded prompt into a language model to generate a chatbot utterance in response to the user utterance. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Publication No. 2022-180282 Summary of the Invention [Problem to be solved by the invention]

[0004] When users of modern information processing devices encounter a problem, they must search numerous information sources on the Internet to find a solution. As a result, it is often difficult to determine which information is accurate and reliable, and much time and effort is spent. Furthermore, when users visit a store to receive support, they have to wait for a long time, making it difficult to solve the problem efficiently. The objective of this project is to improve this situation and provide a means for users to efficiently solve problems. [Means for solving the problem]

[0005] To solve the above problems, the present invention provides a newly purchased information processing device that includes a means for collecting user profile information and a means for transmitting defect information entered by the user to a server. The device also includes a means for analyzing the defect information received by the server using natural language processing and generating a solution, a means for transmitting the solution to the user, and a means for displaying the transmitted solution to the user and allowing the user to operate in accordance with the solution. The device also includes a means for transmitting feedback information from the user to the server, a means for providing the generated solution in text format with images, and a means for displaying contact information for a call center or registered store so that the user can receive additional support.

[0006] An "information processing device" is a device for performing operations such as inputting, processing, saving, and outputting data, and includes personal computers, smartphones, tablet terminals, etc.

[0007] "Profile information" refers to information about a user's basic personal information and usage habits, including name, age, smartphone usage experience, etc.

[0008] "Problem information" is information that specifically describes the contents of problems or errors that a user experiences while using an information processing device.

[0009] A "server" is a computer system that manages large amounts of data and provides services to other devices and systems over a network.

[0010] "Natural language processing" is a technology that allows computers to understand and analyze human language, and includes text analysis and language generation.

[0011] A "solution" is a specific procedure or method that can be taken to resolve the problem the user is facing.

[0012] "Feedback information" refers to information about the results and impressions of users after following the solutions provided, including the status of problem resolution.

[0013] "Text with images" is a format that provides information by combining text with related images.

[0014] A "call center" is a facility dedicated to providing product or service support over the telephone.

[0015] A "registered store" is a location that provides service and support officially designated by a manufacturer or service provider. [Brief explanation of the drawings]

[0016] [Figure 1] 1 is a conceptual diagram showing an example of the configuration of a data processing system according to a first embodiment. [Figure 2] 1 is a conceptual diagram showing an example of main functions of a data processing device and a smart device according to a first embodiment. [Figure 3] FIG. 10 is a conceptual diagram showing an example of the configuration of a data processing system according to a second embodiment. [Figure 4] FIG. 10 is a conceptual diagram showing an example of main functions of a data processing device and smart glasses according to a second embodiment. [Figure 5] FIG. 10 is a conceptual diagram showing an example of the configuration of a data processing system according to a third embodiment. [Figure 6] FIG. 11 is a conceptual diagram showing an example of main functions of a data processing device and a headset-type terminal according to a third embodiment. [Figure 7] FIG. 10 is a conceptual diagram showing an example of the configuration of a data processing system according to a fourth embodiment. [Figure 8] FIG. 10 is a conceptual diagram showing an example of main functions of a data processing device and a robot according to a fourth embodiment. [Figure 9] 1 shows an emotion map onto which multiple emotions are mapped. [Figure 10] 1 shows an emotion map onto which multiple emotions are mapped. [Figure 11] FIG. 3 is a sequence diagram showing a processing flow of the data processing system according to the first embodiment. [Figure 12] FIG. 10 is a sequence diagram showing the flow of processing in the data processing system in Application Example 1. [Figure 13] FIG. 10 is a sequence diagram showing the flow of processing in the data processing system according to the second embodiment when an emotion engine is combined. [Figure 14] FIG. 10 is a sequence diagram showing the flow of processing in the data processing system in Application Example 2 when an emotion engine is combined. DETAILED DESCRIPTION OF THE INVENTION

[0017] An example of an embodiment of a system according to the technology of the present disclosure will be described below with reference to the accompanying drawings.

[0018] First, the terms used in the following description will be explained.

[0019] In the following embodiments, a coded processor (hereinafter simply referred to as a "processor") may be a single arithmetic device or a combination of multiple arithmetic devices. Furthermore, a processor may be a single type of arithmetic device or a combination of multiple types of arithmetic devices. Examples of arithmetic devices include a CPU (Central Processing Unit), a GPU (Graphics Processing Unit), a GPGPU (General-Purpose computing on Graphics Processing Units), and an APU (Accelerated Processing Unit).

[0020] In the following embodiments, a coded RAM (Random Access Memory) is a memory in which information is temporarily stored and is used as a working memory by a processor.

[0021] In the following embodiments, the coded storage is one or more non-volatile storage devices that store various programs, various parameters, etc. Examples of non-volatile storage devices include flash memory (SSD (Solid State Drive)), magnetic disks (e.g., hard disks), and magnetic tapes.

[0022] In the following embodiments, a communication I / F (Interface) with a symbol is an interface including a communication processor, an antenna, etc. The communication I / F controls communication between multiple computers. Examples of communication standards applied to the communication I / F include wireless communication standards including 5G (5th Generation Mobile Communication System), Wi-Fi (registered trademark), Bluetooth (registered trademark), etc.

[0023] In the following embodiments, "A and / or B" is synonymous with "at least one of A and B." In other words, "A and / or B" means that it may be only A, only B, or a combination of A and B. Furthermore, in this specification, the same concept as "A and / or B" is also applied when three or more things are expressed connected by "and / or."

[0024] [First embodiment]

[0025] FIG. 1 shows an example of the configuration of a data processing system 10 according to the first embodiment.

[0026] 1, a data processing system 10 includes a data processing device 12 and a smart device 14. An example of the data processing device 12 is a server.

[0027] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 is an example of a "computer" according to the technology of the present disclosure. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, the RAM 30, and the storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a WAN (Wide Area Network) and / or a LAN (Local Area Network).

[0028] The smart device 14 includes a computer 36, a reception device 38, an output device 40, a camera 42, and a communication I / F 44. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The reception device 38, the output device 40, and the camera 42 are also connected to the bus 52.

[0029] The reception device 38 includes a touch panel 38A, a microphone 38B, and the like, and receives user input. The touch panel 38A detects contact with an indicator (for example, a pen or a finger) to receive user input by the touch of the indicator. The microphone 38B detects the user's voice to receive user input by voice. The control unit 46A transmits data indicating the user input received by the touch panel 38A and the microphone 38B to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the data indicating the user input.

[0030] The output device 40 includes a display 40A and a speaker 40B, and presents data to the user 20 by outputting the data in a form of expression that the user 20 can perceive (for example, audio and / or text). The display 40A displays visible information such as text and images in accordance with instructions from the processor 46. The speaker 40B outputs audio in accordance with instructions from the processor 46. The camera 42 is a compact digital camera equipped with an optical system including a lens, aperture, and shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor.

[0031] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 control the exchange of various information between the processor 46 and the processor 28 via the network 54.

[0032] FIG. 2 shows an example of the main functions of the data processing device 12 and the smart device 14.

[0033] 2, in the data processing device 12, a specific process is performed by the processor 28. A specific processing program 56 is stored in the storage 32. The specific processing program 56 is an example of a "program" according to the technology of the present disclosure. The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific process is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[0034] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[0035] In the smart device 14, the processor 46 performs the reception output process. The storage 50 stores a reception output program 60. The reception output program 60 is used in conjunction with the specific processing program 56 by the data processing system 10. The processor 46 reads the reception output program 60 from the storage 50 and executes the read reception output program 60 on the RAM 48. The reception output process is realized by the processor 46 operating as the control unit 46A in accordance with the reception output program 60 executed on the RAM 48.

[0036] Next, a description will be given of the specific processing performed by the specific processing unit 290 of the data processing device 12. In the following description, the data processing device 12 will be referred to as a "server" and the smart device 14 will be referred to as a "terminal."

[0037] The present invention relates to a system that enables a user to efficiently resolve problems with a newly purchased information processing device such as a smartphone. Specific embodiments for implementing the system of the present invention will be described below.

[0038] System configuration

[0039] The system consists of the following elements:

[0040] 1. User device application ("Smartphone Solution" app)

[0041] 2. Server (backend system with ChatGPT)

[0042] 3. Call Center and Registered Store Database

[0043] Program Details

[0044] User terminal application

[0045] 1. Collection of User Information

[0046] When a user initially sets up a new information processing device, the "Smartphone Solution" app is automatically installed.

[0047] When the device launches the app, it asks the user for some basic profile information, collecting information such as name, age, and smartphone experience.

[0048] This information is sent from the device to a server and used in future problem-solving procedures.

[0049] 2. Bug Report Interface

[0050] When a user opens the "Smartphone Solution" app and encounters a problem, an interface is provided for them to enter specific details about the problem.

[0051] For example, if a problem such as "I can't connect to the Internet" is entered, that information is sent to the server.

[0052] server

[0053] 1. Problem analysis and solution generation

[0054] The server analyzes the defect information received from the user using natural language processing.

[0055] Based on the analysis results, ChatGPT will generate relevant solutions, such as "check your Wi-Fi settings," "restart your router," or "turn on mobile data" for Internet connection issues.

[0056] The generated solutions are packaged in text, image, or video format.

[0057] 2. Submit your solution

[0058] The packaged solution is sent back from the server to the terminal.

[0059] View and implement solutions

[0060] 1. Providing solutions

[0061] The terminal displays the solution to the user.

[0062] It includes step-by-step instructions and images to help users understand the solution.

[0063] 2. Operation support

[0064] As users follow the solutions, the device will provide additional information or links (e.g., direct access to settings) as needed.

[0065] If the user is unable to resolve the issue, the contact details for the call center or the nearest registered store will also be displayed.

[0066] Gathering feedback and accumulating data

[0067] 1. Gathering feedback

[0068] After the user implements the provided solution, they are prompted to enter feedback on the success / failure of the solution.

[0069] This feedback information is sent from the terminal to the server.

[0070] 2. Recording in the database

[0071] The server records user feedback information in a database to help improve the system and algorithms in the future.

[0072] Specific examples

[0073] Example 1: Troubleshooting Wi-Fi connection issues

[0074] 1. Users

[0075] The user opens the "Smartphone Solution" app and enters "I can't connect to the Internet."

[0076] 2. Terminal

[0077] The input information is sent to the server.

[0078] 3. Server

[0079] The server analyzes the information and generates a solution in ChatGPT.

[0080] Possible solutions: "Open the Wi-Fi settings screen and make sure the network is correct," "Turn your router off and on again," "Try enabling mobile data."

[0081] 4. Terminal

[0082] The generated solution is displayed with an image, and the user follows the steps to perform the operation.

[0083] 5. Users

[0084] Follow the instructions and let us know if the problem is resolved.

[0085] 6. Server

[0086] Feedback information will be recorded in a database to help with future improvements.

[0087] This allows the user to efficiently resolve the problem, and avoids the hassle of visiting a store and having to wait for a long time. The present invention provides great convenience to users of information processing devices.

[0088] The processing flow will be explained below.

[0089] Step 1:

[0090] The user turns on the new information processing device and begins the initial setup. The device automatically installs the "Smartphone Solution" app.

[0091] Step 2:

[0092] When users open the app and go through the initial setup, the device asks a few simple questions to collect profile information, including their name, age, and smartphone experience.

[0093] Step 3:

[0094] The device sends the collected profile information to a server, which receives it and stores it in a database.

[0095] Step 4:

[0096] The user opens the "Smartphone Solution" app and inputs the current problem. For example, they report a problem like "I can't connect to the Internet."

[0097] Step 5:

[0098] The terminal transmits the defect information entered by the user to the server, which receives this information.

[0099] Step 6:

[0100] The server analyzes the received problem information using natural language processing, and then generates relevant solutions using ChatGPT based on the analysis results.

[0101] Step 7:

[0102] The server packages the generated solution in text, image, or video format and sends it to the device.

[0103] Step 8:

[0104] The device will then display the received solution to the user, which may include specific steps, images, links, etc.

[0105] Step 9:

[0106] The user follows the displayed solution and the device provides additional information or links if needed.

[0107] Step 10:

[0108] If the user is unable to resolve the issue, the device will display contact information for the call centre or the nearest registered store.

[0109] Step 11:

[0110] The user tries the provided solution and provides feedback to the app as to whether the problem was resolved.

[0111] Step 12:

[0112] The terminal sends the feedback information from the user to the server, which receives the feedback and records it in a database.

[0113] Step 13:

[0114] The feedback information collected by the server will be analyzed and used to improve the system and algorithms in the future.

[0115] Example 1

[0116] Next, a description will be given of Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the smart device 14 will be referred to as a "terminal."

[0117] While high-performance information processing devices have become widespread in recent years, users are often troubled by their complex operation and malfunctions. To address this issue, a means to quickly and efficiently resolve the problem is required. However, with conventional systems, users must search the Internet themselves to find a solution or visit a store, which is time-consuming and labor-intensive.

[0118] The specific processing by the specific processing unit 290 of the data processing device 12 in the first embodiment is realized by the following means.

[0119] In this invention, the server includes a means for analyzing received defect information using natural language processing and generating a solution using a generative AI model, a means for sending the generated solution to the user in text, image, or video format, and a means including a database for recording feedback information for future improvements and algorithm refinement, thereby enabling users to quickly and efficiently resolve defects.

[0120] "User Profile Information" refers to basic personal and usage data about a user, such as name, age, and smartphone usage experience.

[0121] "Problem information" refers to detailed explanations and reports about problems or troubles that have occurred in the information processing device that the user is using.

[0122] A "server" is a computer system that receives and analyzes problem information sent by users, generates solutions, and resends them.

[0123] "Natural language processing" is a technology that allows computers to understand, analyze, and convert human language into an appropriate form.

[0124] "Generative AI model" refers to an artificial intelligence model used to suggest optimal solutions based on defect information.

[0125] "Solution" means specific steps or methods to resolve the issue reported by the User, including instructions in text, image, or video format.

[0126] "Feedback information" refers to information that a user reports on the results of implementing a provided solution.

[0127] "Database" refers to a system that stores collected feedback information and other related data for future improvements and algorithm refinement.

[0128] The present invention provides a system that allows users to efficiently troubleshoot problems with newly purchased information processing devices such as smartphones. This system consists of the following main components:

[0129] 1. User terminal application

[0130] 2. Server

[0131] 3. Call Center and Registered Store Database

[0132] User terminal application

[0133] Collection of User Information

[0134] When a user sets up a new information processing device for the first time, the "Smartphone Solution" app is automatically installed.

[0135] When the device launches the app, it asks the user for some basic profile information, including their name, age, and smartphone experience.

[0136] The terminal transmits the collected information to the server.

[0137] Bug Reporting Interface

[0138] If a user encounters a problem, they can report it by launching the "Smartphone Solution" app and entering the specific details of the problem.

[0139] For example, if a problem such as "I can't connect to the Internet" is entered, that information is sent to the server.

[0140] server

[0141] problem analysis

[0142] The server receives the defect information sent by the user and analyzes it using natural language processing technology.

[0143] Specifically, identify the main problem and extract relevant data.

[0144] Solution Generation

[0145] Based on the analysis results, the server generates a solution using a generative AI model.

[0146] For example, specific steps such as "Check your Wi-Fi settings," "Try restarting your router," and "Turn on mobile data" will be generated.

[0147] Solution packaging

[0148] The server packages the generated solutions in text, image or video format for easy comprehension.

[0149] Submit a solution

[0150] The server transmits the packaged solution to the user terminal.

[0151] Solution provision and operation support

[0152] View and implement solutions

[0153] The terminal displays the received solution to the user, and it includes specific steps and images so that the user can easily understand it.

[0154] Operation Support

[0155] As the user follows the solution, the device will provide additional information or links (e.g., shortcuts to settings screens) as needed.

[0156] If the user is unable to resolve the issue, the device will also display contact information for the call centre or the nearest registered store.

[0157] Gathering feedback and accumulating data

[0158] Gathering feedback

[0159] After the user implements the solution, they are prompted to provide feedback on whether the problem was solved, for example, in the form of a question: "Did this solve your problem?"

[0160] Recording in the database

[0161] The terminal transmits feedback information from the user to the server.

[0162] The server records the received feedback information in a database to help improve the system and algorithms in the future.

[0163] Specific examples

[0164] Example 1: Troubleshooting Wi-Fi connection issues

[0165] 1. The user opens the "Smartphone Solution" app and enters "I can't connect to the Internet."

[0166] 2. The device sends the input information to the server.

[0167] 3. The server analyzes the information and generates a solution using a generative AI model, such as "Open the Wi-Fi settings screen and check if the network is correct," "Turn the router off and on again," or "Turn on mobile data and try again."

[0168] 4. The terminal displays the generated solution with an image, and the user follows the steps to perform the operation.

[0169] 5. The user follows the instructions and provides feedback on whether the problem was resolved.

[0170] 6. The server will record the feedback information in a database to help improve the system in the future.

[0171] Example prompt: Open the "Mobile Phone Solution" app, enter "No Internet connection," and follow the suggested solutions. Please let us know if the problem was resolved in the feedback section.

[0172] This allows the user to efficiently solve the problem and smoothly use the information processing device.

[0173] The flow of the identification process in the first embodiment will be described with reference to FIG.

[0174] Step 1: Collect user information

[0175] Input: A user initializes a new information processing device.

[0176] How it works: When a user sets up the device for the first time, the "Smartphone Solution" app is automatically installed on the device.

[0177] Data processing: When a user launches the app, the device asks the user for simple profile information such as name, age, smartphone usage experience, etc. The user then enters this information.

[0178] Output: The collected profile information is sent from the device to the server.

[0179] Step 2: Bug Report Interface

[0180] Input: A user experiences a glitch with their smartphone.

[0181] How it works: The user launches the "Smartphone Solution" app and enters the specific details of the problem.

[0182] Data processing: For example, the user enters detailed information about the problem, such as "I can't connect to the Internet."

[0183] Output: The failure information is sent from the device to the server.

[0184] Step 3: Problem analysis

[0185] Input: The server receives the failure information.

[0186] Operation: The server analyzes defect information using natural language processing.

[0187] Data calculation: The server identifies the main problem and extracts the relevant data.

[0188] Output: Analysis results are generated.

[0189] Step 4: Generate a solution

[0190] Input: The server receives the analysis results.

[0191] How it works: The server uses a generative AI model to generate a solution based on the analysis results.

[0192] Data calculations: For example, it suggests specific steps to check your Wi-Fi settings, restart your router, or turn mobile data on or off.

[0193] Output: Generated solutions are generated.

[0194] Step 5: Packaging the solution

[0195] Input: Receives the server-generated solution.

[0196] How it works: The server packages the solution in text, image or video format.

[0197] Data processing: Create a package that includes specific instructions and screenshots of the setup screen.

[0198] Output: A packaged solution is completed.

[0199] Step 6: Submit your solution

[0200] Input: The server receives the packaged solution.

[0201] Operation: The server sends a solution package to the user's device.

[0202] Output: The device receives the solution.

[0203] Step 7: View and implement solutions

[0204] Input: The device receives the transmitted solution.

[0205] What it does: The device displays the solution to the user, providing detailed instructions in text, image, or video format.

[0206] Output: The user confirms the displayed solution.

[0207] Step 8: Operational Support

[0208] Input: The user acts on the solution.

[0209] What it does: The device will provide additional information or links (e.g., shortcuts to settings) as needed.

[0210] Output: The user performs an action to resolve the issue.

[0211] Step 9: Gather feedback

[0212] Input: After the user implements the solution, they provide feedback on the results.

[0213] What it does: The user enters feedback information in response to a question such as "Did this solve your problem?"

[0214] Output: Feedback information is sent from the device to the server.

[0215] Step 10: Record in the database

[0216] Input: The server receives the feedback information sent.

[0217] How it works: The server records your feedback information in a database, which helps improve our algorithms and the system in the future.

[0218] Output: Feedback information is stored in a database.

[0219] This allows users to quickly and efficiently resolve any issues they may encounter.

[0220] (Application example 1)

[0221] Next, a description will be given of Application Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the smart device 14 will be referred to as a "terminal."

[0222] The problem is that there is no efficient solution for problems with newly purchased information processing equipment. In particular, problems and malfunctions that occur in specific work environments cannot be dealt with quickly and appropriately, which can cause work to stagnate and reduce efficiency. In addition, because solutions are presented only in text format, there is a lack of visual and auditory support, making it difficult for users to understand.

[0223] The specific processing by the specific processing unit 290 of the data processing device 12 in the application example 1 is realized by the following means.

[0224] In this invention, the server includes means for collecting user attribute information, means for transmitting defect information entered by the user to a central processing unit, means for analyzing the defect information received by the central processing unit using natural language processing and generating a solution, means for transmitting the generated solution to the user, means for displaying the transmitted solution to the user and allowing the user to operate in accordance with the solution, means for transmitting feedback information from the user to the central processing unit, means for providing a defect reporting interface in a specific business environment, means for presenting the generated solution with visual and auditory support, and means for recording the success rate of problem resolution in the business environment in a database, thereby making it possible to quickly and accurately resolve defects that interfere with business operations and improve business efficiency.

[0225] An "information processing device" is an electronic device for collecting, processing, storing, and displaying data.

[0226] "Attribute information" is data that indicates characteristics of a user, such as age, experience, and name.

[0227] "Central processing unit" refers to the server or back-end system that analyzes defect information and generates solutions.

[0228] "Natural language processing" is the technology that understands, analyzes, and generates solutions to human language.

[0229] "Fault information" is data entered by the user that indicates the details of a problem or abnormality in a device or system.

[0230] "Visual and audio support" refers to the ability to provide images, video and audio instructions to aid in understanding a solution.

[0231] "Business environment" refers to the location or situation where a specific task is performed, such as a logistics center or factory.

[0232] "Feedback information" refers to data and opinions about the success / failure of a solution provided by a user after the problem has been solved.

[0233] A "database" is a system for collecting, storing, and managing data.

[0234] The "fault reporting interface" is a user interface for the user to input information about a fault that has occurred.

[0235] "Solution" refers to the specific method or procedure for dealing with the problem.

[0236] System configuration

[0237] A system for implementing the present invention comprises the following elements:

[0238] 1. Information processing device (smartphone or tablet)

[0239] 2. Central Processing Unit (Server)

[0240] 3. User Interface (Bug Reporting Interface)

[0241] 4. Database

[0242] User Interface

[0243] Users input their problems using an information processing device. The user interface is designed to be intuitive and easy to use, and provides a field for entering specific problems, such as "my barcode scanner isn't working."

[0244] Central Processing Unit Functions

[0245] The central processing unit is equipped with generative AI models such as ChatGPT to perform natural language processing. The defect information entered by the user is automatically sent to the central processing unit, where the problem is analyzed using natural language processing. Based on the analysis results, relevant solutions are generated.

[0246] Solution Generation

[0247] The central processing unit presents the generated solution with visual and auditory support. Visual support includes images or videos illustrating the steps, while auditory support includes audio prompts. For example, "Check the batteries in your barcode scanner" or "Try restarting your scanner."

[0248] Feedback and Database

[0249] After the user follows the proposed solution, an interface is displayed for providing feedback information, which is sent to the central processing unit and stored in a database, allowing for continuous improvement of the system.

[0250] Examples of implementation in specific business environments

[0251] For example, in a distribution center, staff can use this system to quickly report and resolve problems with barcode scanners or inventory management systems. As a specific example, if a user enters "The barcode scanner isn't working," the central processing unit will generate solutions such as "Please check the barcode scanner's battery" or "Please try restarting the scanner," and present them with visual and auditory support.

[0252] Prompt Sentence Examples

[0253] The prompts for specific problem input from the user are as follows:

[0254] "The user has typed, 'My barcode scanner isn't working.' Please provide a solution to this problem."

[0255] In this way, providing a solution that includes both visual and auditory support allows for quick and effective problem solving in the work environment.

[0256] The flow of the specific processing in the application example 1 will be described with reference to FIG.

[0257] Step 1:

[0258] The user uses an information processing device to input defect information, for example, by entering specific details of the problem, such as "The barcode scanner is not working."

[0259] Input: User's problem information (e.g. "The barcode scanner isn't working")

[0260] Output: Failure information is sent to the central processing unit.

[0261] Step 2:

[0262] The terminal transmits the defect information from the user to the central processing unit (server).

[0263] Input: User-entered defect information

[0264] Output: The fault information is sent to the central processing unit.

[0265] Step 3:

[0266] The server uses natural language processing technology (generative AI models such as ChatGPT) to analyze the received defect information.

[0267] Input: Bug information

[0268] Processing: Using a generative AI model, we perform text analysis to understand the nature of the defect.

[0269] Output: Analysis results

[0270] Step 4:

[0271] Based on the analysis results, the server generates an appropriate solution using a generative AI model such as ChatGPT.

[0272] Input: Analysis results

[0273] Processing: Enter a prompt sentence into the ChatGPT model and generate a solution (e.g., "The user entered 'My barcode scanner isn't working.' Please provide a solution to this problem.")

[0274] Output: Generated solution

[0275] Step 5:

[0276] The server transmits the generated solution to the information processing device with visual and audio support.

[0277] Input: Generated solution

[0278] Output: The solution is sent to the information processing device and presented with visual and auditory support.

[0279] Step 6:

[0280] The terminal displays the submitted solutions to the user with visual and audio support.

[0281] Input: Solution (text, image, video, audio)

[0282] Output: The user can see and hear the proposed solution.

[0283] Step 7:

[0284] The user performs an operation based on the solution and provides feedback on the result of applying the solution, for example, by inputting feedback information such as "Solved" or "There is still a problem."

[0285] Input: User feedback information

[0286] Output: Feedback information is sent to the terminal.

[0287] Step 8:

[0288] The terminal transmits the feedback information from the user to the central processing unit.

[0289] Input: User feedback information

[0290] Output: Feedback information is sent to the central processing unit.

[0291] Step 9:

[0292] The server records the received feedback information in a database to help improve the success rate of problem resolution and the system.

[0293] Input: User feedback information

[0294] Processing: The feedback information is stored in a database and analyzed.

[0295] Output: The accumulated data is used to improve business efficiency and systems.

[0296] Furthermore, an emotion engine that estimates the user's emotion may be combined. That is, the identification processing unit 290 may estimate the user's emotion using the emotion identification model 59 and perform identification processing using the user's emotion.

[0297] The present invention combines an emotion engine with a system that allows users to efficiently resolve problems in newly purchased information processing devices, and is composed of the following elements:

[0298] 1. User device application ("Smartphone Solution" app)

[0299] 2. Server (backend system with ChatGPT and emotion engine)

[0300] 3. Call Center and Registered Store Database

[0301] System configuration

[0302] User terminal application

[0303] 1. Collection of User Information

[0304] When you set up a new information processing device for the first time, the "Smartphone Solution" app is automatically installed.

[0305] After initial setup, the app launches and asks a few simple questions to gather profile information, including your name, age, and smartphone experience.

[0306] The collected information is sent from the terminal to a server.

[0307] 2. Bug Reports and Interface

[0308] When a user opens the "Smartphone Solution" app and encounters a problem, an interface is provided for entering specific details of the problem.

[0309] For example, a problem such as "I can't connect to the Internet" is reported and the information is sent to the server.

[0310] server

[0311] 1. Problem analysis and solution generation

[0312] The server analyzes the defect information received from the user using natural language processing.

[0313] Based on the analysis results, ChatGPT will generate relevant solutions, such as "check your Wi-Fi settings," "restart your router," or "turn on mobile data" for Internet connection issues.

[0314] The generated solution is packaged in text, image, or video format and sent to the device.

[0315] 2. Functions of the Emotion Engine

[0316] The server is equipped with an emotion engine that recognizes emotions from user input and actions.

[0317] Based on the recognized emotions, the system adjusts the solution to reduce the user's stress. For example, if the user is feeling stressed, the system will explain the solution more carefully and prioritize displaying contact information for the call center or registered stores.

[0318] A solution, including the results of sentiment analysis, is sent to the device.

[0319] View and implement solutions

[0320] 1. Providing solutions

[0321] The device displays the solution sent from the server to the user, which may include specific steps, images, links, etc.

[0322] Based on the emotion recognition results, special notes and additional support are also displayed.

[0323] 2. Operation support

[0324] As users follow the solutions, the device will provide additional information or links (e.g., direct access to settings) as needed.

[0325] If the user is unable to resolve the issue, the device will display contact information for the call centre or the nearest registered store.

[0326] Gathering feedback and accumulating data

[0327] 1. Gathering feedback

[0328] After the user implements the provided solution, they are prompted to enter feedback on the success / failure of the solution.

[0329] This feedback information is sent from the terminal to the server.

[0330] 2. Recording in the database

[0331] The server records user feedback information and emotion recognition results in a database to help improve the system and algorithms in the future.

[0332] Specific examples

[0333] Example 1: Wi-Fi connection problem solving and emotion recognition

[0334] 1. Users

[0335] The user opens the "Smartphone Solution" app and enters "I can't connect to the Internet."

[0336] 2. Terminal

[0337] The input information is sent to the server.

[0338] 3. Server

[0339] The server analyzes the problem information and generates a solution in ChatGPT.

[0340] Possible solutions: "Open the Wi-Fi settings screen and make sure the network is correct," "Turn your router off and on again," "Try enabling mobile data."

[0341] If the server's emotion engine determines from the user's input that they are feeling stressed, it will provide a more detailed explanation of the solution and, if necessary, will also display the contact information for the call center preferentially.

[0342] 4. Terminal

[0343] The generated solution is displayed with an image, and the user follows the steps to perform the operation.

[0344] 5. Users

[0345] Follow the instructions and let us know if the problem is resolved.

[0346] 6. Server

[0347] Feedback information and emotion recognition results are recorded in a database for future improvements.

[0348] This allows the user to efficiently solve the problem and reduce emotional stress. The present invention provides great convenience and comfort to users of information processing devices.

[0349] The processing flow will be explained below.

[0350] Step 1:

[0351] The user turns on the new information processing device and begins the initial setup. The device automatically installs the "Smartphone Solution" app.

[0352] Step 2:

[0353] The device launches the "Smartphone Solution" app, which asks the user profile information such as their name, age, and smartphone usage experience in the form of questions.

[0354] Step 3:

[0355] The device sends the collected profile information to a server, which receives it and stores it in a database.

[0356] Step 4:

[0357] The user opens the "Smartphone Solution" app and enters the current problem (e.g., "I can't connect to the Internet").

[0358] Step 5:

[0359] The terminal transmits the defect information input by the user to the server, which receives this information.

[0360] Step 6:

[0361] The server analyzes the received problem information using natural language processing (NLP), and generates relevant solutions using ChatGPT based on the analysis results.

[0362] Step 7:

[0363] The server packages the generated solution in text, image, or video format, and then uses an emotion engine to analyze the user's emotional state and adjust the solution as needed—for example, by including a more detailed explanation or additional support information if the user is feeling stressed.

[0364] Step 8:

[0365] The server sends the adjusted solution to the terminal.

[0366] Step 9:

[0367] The device receives a solution and displays it to the user, including specific steps, images, links, and, if necessary, additional supporting information provided by the emotion engine.

[0368] Step 10:

[0369] The user follows the suggested solutions, such as checking Wi-Fi settings, restarting the router, or turning on mobile data.

[0370] Step 11:

[0371] If the user is unable to resolve the issue, the device will display contact information for the call centre or the nearest registered store.

[0372] Step 12:

[0373] The user tries a solution and then provides feedback to the app about whether the problem was resolved.

[0374] Step 13:

[0375] The terminal sends the feedback information from the user to the server, which receives the feedback and records it in a database.

[0376] Step 14:

[0377] The server analyzes the feedback information and emotion recognition results collected to help improve the system and algorithms.

[0378] Example 2

[0379] Next, a description will be given of Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the smart device 14 will be referred to as a "terminal."

[0380] It is difficult for users to efficiently troubleshoot problems with newly purchased information processing devices, and there is also a lack of means to reduce the stress users feel during the troubleshooting process.

[0381] The specific processing by the specific processing unit 290 of the data processing device 12 in the second embodiment is realized by the following means.

[0382] In this invention, the server includes means for analyzing the defect information using natural language processing and generating a solution, means for recognizing and adjusting the user's emotion using an emotion engine for the solution, and means for transmitting the generated solution to the terminal, thereby enabling the user to efficiently resolve the defect and reduce emotional stress.

[0383] An "information processing terminal" is an electronic device or computer equipment operated by a user.

[0384] "Personal information" refers to personal data such as the user's name, age, and smartphone usage experience.

[0385] "Problem information" is details of problems or errors that a user experiences while using an information processing terminal.

[0386] A "server" is a remote computer system for processing and storing data.

[0387] "Natural language processing" is a technology for analyzing and understanding human language.

[0388] A "solution" is a specific procedure or method for solving the problem the user is facing.

[0389] An "emotion engine" is a technology for recognizing and analyzing emotions from user text input and behavior.

[0390] "Additional Information" is any supplemental data or links the user needs during the troubleshooting process.

[0391] "Feedback information" refers to the user's evaluation and impressions of the provided solution.

[0392] A "database" is a collection of data that stores information systematically and makes it searchable.

[0393] The present invention relates to a system that allows a user to efficiently solve problems with a newly purchased information processing terminal. The system includes a user terminal, a server, and a database of a call center or registered store.

[0394] User terminal application

[0395] When a user purchases a new information processing device and performs initial setup, a "problem solving" application is automatically installed. This application provides the following functions:

[0396] 1. Collection of User Information

[0397] After initial setup, the user launches the "problem solving" application and enters personal information such as name, age, and usage experience.

[0398] The terminal transmits the collected information to the server.

[0399] 2. Bug Reports and Interface

[0400] The user opens the "problem-solving" application and enters the specific details of the problem they are having, such as "I can't connect to the Internet."

[0401] The terminal transmits the entered defect information to the server.

[0402] server

[0403] The server serves as the central point for data processing and system control.

[0404] 1. Analysis of defect information

[0405] The server analyzes the received error information using natural language processing technology. ChatGPT is used as a specific example of this technology.

[0406] 2. Solution Generation

[0407] The server generates multiple solutions based on the analysis results, such as specific steps such as "check your Wi-Fi settings," "restart your router," and "turn on mobile data."

[0408] 3. Emotion recognition and regulation

[0409] The server uses an emotion engine to recognize emotions from the user's input and behavior and adjust the generated solution accordingly, for example, explaining the solution in more detail if the user is feeling stressed and providing contact information for a call center or store if necessary.

[0410] 4. Submit your solution

[0411] The server sends the generated solution to the terminal in text, image, or video format.

[0412] View and implement solutions

[0413] The device displays the solution sent from the server to the user, and the user is guided through the steps. Additional information and links are provided along the way. If the problem cannot be resolved, contact information for the call center or the nearest store is also displayed.

[0414] Gathering feedback and accumulating data

[0415] After following the provided solution, the user inputs feedback on the success or failure of the solution. This information is sent from the device to the server. The server records the feedback information and emotion recognition results in a database, and this data will be used to improve the system and algorithms in the future.

[0416] Specific examples

[0417] 1. Report a bug

[0418] The user opens the "Problem Solving" application and types "No Internet Connection."

[0419] 2. Information Transmission

[0420] The terminal transmits this input information to the server.

[0421] 3. Problem analysis and solution generation

[0422] The server analyzes the problem information and generates a solution in ChatGPT.

[0423] For example, "Open the Wi-Fi settings screen and check if the network is correct," "Restart the router," "Enable mobile data."

[0424] 4. Emotion recognition

[0425] If the server's emotion engine detects stress from user input, it will provide a more detailed explanation and, if necessary, display contact information for the call center.

[0426] 5. Displaying the Solution

[0427] The terminal displays the generated solution to the user.

[0428] 6. Controls and Feedback

[0429] The user follows the steps and provides feedback on whether the problem was resolved.

[0430] Prompt Sentence Examples

[0431] Enter "No Internet connection" in the "Problem Solver" application to view solutions.

[0432] The present invention is a system that enables users to efficiently solve problems and reduce emotional stress by linking these functions.

[0433] The flow of the identification process in the second embodiment will be described with reference to FIG.

[0434] (System program processing flow)

[0435] Step 1: Collect user information

[0436] The device automatically installs a "problem-solving" application when a new information processing device is initially set up.

[0437] After initial setup, the user launches the application and enters personal information such as name, age, and usage experience.

[0438] The terminal collects and compiles the user information and transmits it to the server.

[0439] Input: Personal information such as name, age, experience, etc.

[0440] Data processing: Convert the collected information into JSON format.

[0441] Output: Data parcel to send to the server.

[0442] Step 2: Report the bug and provide the interface

[0443] The user opens the "problem solving" application and enters the details of the problem that occurred.

[0444] The terminal transmits the entered defect information to the server.

[0445] Input: Problem information such as "Cannot connect to the Internet."

[0446] Data processing: The defect details are organized as text data and packaged.

[0447] Output: The failure information sent to the server.

[0448] Step 3: Analyze the defect information

[0449] The server analyzes the error information received using natural language processing technology, including ChatGPT.

[0450] Input: Text data of the defect information sent to the server.

[0451] Data calculation: Analyze using ChatGPT to identify the cause of the problem.

[0452] Output: Information identifying the cause of the problem based on the analysis results.

[0453] Step 4: Generate a solution

[0454] The server generates a solution based on the analysis results, which is provided as a multi-step solution.

[0455] Input: Specific information about the cause of the problem.

[0456] Data calculation: ChatGPT will automatically generate solutions, such as "check Wi-Fi settings", "restart router", "turn on mobile data", etc.

[0457] Output: A list of solutions.

[0458] Step 5: Emotion recognition and regulation

[0459] The server uses an emotion engine to recognize emotions from user input and actions and adjust the generated solutions.

[0460] Input: User input information and behavioral data.

[0461] Data calculation: Emotion recognition by the emotion engine. For example, determining whether you are feeling stressed.

[0462] Output: Based on the recognized sentiment, a polite explanation or call center contact information.

[0463] Step 6: Submit your solution

[0464] The server generates and adjusts the solution and sends it to the device. The solution can be in the form of text, image, or video.

[0465] Input: Adjusted solution data.

[0466] Data processing: Selection and packaging of solution data formats (text, images, videos).

[0467] Output: The solution package sent to the terminal.

[0468] Step 7: View the solution

[0469] The device displays the solution sent from the server to the user, who then follows the specific steps on the screen to perform the operation.

[0470] Input: The submitted solution package.

[0471] Data processing: The solution data is analyzed for display on the user screen and presented in a format that is easy for the user to understand.

[0472] Output: The solution displayed to the user.

[0473] Step 8: Operational Support

[0474] The device provides additional information or links (e.g., direct links to settings) that the user needs to follow the solution.

[0475] Input: User operation status.

[0476] Data processing: Generate real-time support information according to the operating situation.

[0477] Output: Display of additional supporting information.

[0478] Step 9: Gather feedback

[0479] After the user implements the provided solution, he / she inputs feedback on success / failure, and the terminal sends this feedback information to the server.

[0480] Input: Feedback information about success or failure.

[0481] Data processing: Organizing and packaging feedback information.

[0482] Output: Feedback data sent to the server.

[0483] Step 10: Record in the database

[0484] The server records user feedback and emotion recognition results in a database, which will be used to improve the system and algorithms in the future.

[0485] Input: Feedback information and emotion recognition results.

[0486] Data processing: Data organization and registration in a database.

[0487] Output: Feedback data and emotion recognition results registered in the database.

[0488] (Application example 2)

[0489] Next, a description will be given of Application Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the smart device 14 will be referred to as a "terminal."

[0490] Users of modern information processing devices are looking for ways to quickly and efficiently address the wide variety of problems that arise after purchasing a product. It is important to provide smooth support while reducing user stress. Furthermore, customer support in brick-and-mortar stores is increasingly being required to provide more sophisticated support, such as directing customers to specific locations within the store or calling staff. Conventional systems have struggled to address these complex needs.

[0491] The specific processing by the specific processing unit 290 of the data processing device 12 in Application Example 2 is realized by the following means. In this invention, the server includes a means for recognizing a user's emotion and adjusting a solution based on that emotion, a means for a user to report a problem in the store and provide a solution in real time to enhance user support in the physical store, and a means for guiding the user to a specific location in the store or calling support staff based on the solution. This reduces user stress and enables quick and accurate problem resolution. It also makes it possible to enhance customer support in the physical store and improve user satisfaction.

[0492] An "information processing device" is an electronic device for processing data, such as a computer, smartphone, or tablet.

[0493] "User profile information" is basic information about a user, such as the user's name, age, and purchase information.

[0494] "Problem information" is specific content of problems or troubles that a user has encountered while using an information processing device.

[0495] A "server" is a computer system that manages and processes data and provides services over a network.

[0496] "Natural language processing" is a technology for understanding and analyzing human language and generating appropriate responses.

[0497] A "solution" is a specific procedure or method for solving a problem reported by a user.

[0498] An "emotion engine" is a technology that recognizes emotions from user input and behavior and responds appropriately based on those emotions.

[0499] "Physical store support" is a support system that strengthens customer support within physical stores and resolves problems related to products and services on the spot.

[0500] "Feedback information" refers to the results of a user implementing a provided solution, as well as their impressions and opinions during the process.

[0501] "Support staff" are specialized personnel who assist users in resolving problems at physical stores or call centers.

[0502] "Guidance to a specific location" means providing guidance to a specific location within the store that is necessary for the user to implement a solution.

[0503] "Real-time solution provision" means generating and providing a solution immediately when a user reports a problem.

[0504] The present invention provides a user support system using an information processing device in a physical store. The present invention comprises the following elements.

[0505] 1. User terminal application

[0506] Collect user profile information and accept bug reports.

[0507] Provides an interface to enhance customer support within physical stores.

[0508] 2. Server

[0509] A solution is generated using natural language processing based on the input defect information.

[0510] The emotion engine recognizes the user's emotions and adjusts the response.

[0511] 3. The process for reporting bugs and providing solutions

[0512] When a user reports a problem in the device app, the information is sent to the server.

[0513] The server analyzes the problem information using natural language processing technology (such as ChatGPT) and generates the optimal solution.

[0514] Solutions are provided to users in the form of text, images and videos.

[0515] The emotion engine recognizes the user's emotions, and if the stress level is high, it will provide a more detailed explanation and instructions on how to contact support staff at the physical store.

[0516] 4. Operation support

[0517] When the user follows the provided solution, they will be guided to a specific location within the store or a support staff member will be called.

[0518] If the solution does not resolve the issue, additional support contact information is provided.

[0519] 5. Gathering Feedback

[0520] After the user implements the solution, the user inputs feedback information (success / failure of the solution, impressions, etc.).

[0521] Your feedback will be sent to the server and used to improve the service in the future.

[0522] Hardware and software used

[0523] Hardware: Smartphones, tablets, sensors (installed in stores)

[0524] Software: Natural Language Processing (NLP) technology (ChatGPT), emotion engine, dedicated database, real-time feedback system

[0525] Specific examples

[0526] Example 1: Question about product operation

[0527] 1. User:

[0528] In a physical store, open the "Store Support" app and enter "I don't know how to use this camera."

[0529] 2. Terminal:

[0530] This information is sent to the server.

[0531] 3. Server:

[0532] The server parses your input and generates a solution in ChatGPT, such as "Press the camera's power button for 3 seconds, then press the mode selection button to confirm your settings."

[0533] The emotion engine recognizes frustration from user input.

[0534] 4. Terminal:

[0535] The generated solution is displayed with an image, and the app gently guides users by saying, "Staff members are nearby, so please let us know if you need help."

[0536] 5. User:

[0537] Follow the instructions and let us know if the problem is resolved.

[0538] 6. Server:

[0539] Feedback and emotion recognition results are recorded in a database for future improvements.

[0540] Example prompt sentence:

[0541] If you're unsure how to use your new camera, use the app to report a problem. To reduce frustration, the emotion engine will support you and provide clear, step-by-step instructions.

[0542] The flow of the specific processing in the application example 2 will be described with reference to FIG.

[0543] (Program processing steps)

[0544] Step 1:

[0545] The user launches the "Store Support" app on their device and enters details of the problem. The user's input includes the specific problem (e.g., "I don't know how to operate the camera"). The input information is sent from the device to the server.

[0546] Input:Detailed information about the problem

[0547] Output: Data sent to the server

[0548] Specific operation: The user enters the problem description into the app's input field and taps the send button, which sends the information to the server.

[0549] Step 2:

[0550] The server analyzes the received defect information using natural language processing technology (ChatGPT) and generates an appropriate solution. At the same time, it also analyzes the user's emotions using an emotion engine.

[0551] Input: User's problem information

[0552] Output: Solution generation and sentiment analysis results

[0553] How it works: The server uses an NLP model (ChatGPT) to analyze the text and generate appropriate solutions in the form of text, images, or videos. The emotion engine reads the user's emotions from the text and the results are also returned at the same time.

[0554] Step 3:

[0555] The server sends the generated solution and the sentiment analysis results to the user, who then displays the solution in text, image, or video format on the device.

[0556] Input: Generated solutions and sentiment analysis results

[0557] Output: Data sent to the user terminal

[0558] Specific operation: The server generates content (text, images, video) and packages it, then sends it over the network to the user's device, which receives it and displays it to the user in the appropriate format.

[0559] Step 4:

[0560] The user follows the solutions displayed on the device, and the content also includes additional information such as "There is a staff member nearby, so please let us know if you need help."

[0561] Input: Solution display content

[0562] Output: User operation result

[0563] Specific operation: The user follows the instructions displayed on the device to try to operate the camera in a physical store. If necessary, they can ask for help from nearby support staff.

[0564] Step 5:

[0565] The user inputs the results of the solution as feedback and sends it to the server. The feedback includes whether the solution was successful or not and their impressions.

[0566] Input: User feedback information

[0567] Output: Data sent to the server

[0568] Specific operation: The user enters the results of their operation and their impressions in the feedback field of the app, and then taps the send button, which sends the information to the server.

[0569] Step 6:

[0570] The feedback information and emotion recognition results received by the server are recorded in a database to help improve the system and services in the future.

[0571] Input: User feedback information and emotion recognition results

[0572] Output: Record data to database

[0573] Specific operation: The server analyzes the feedback data sent and stores the relevant information in a database, which will be used to reflect the next update of the system.

[0574] The above are the specific processing steps of the program in the user support system for a physical store.

[0575] The specific processing unit 290 transmits the result of the specific processing to the smart device 14. In the smart device 14, the control unit 46A causes the output device 40 to output the result of the specific processing. The microphone 38B acquires audio indicating a user input regarding the result of the specific processing. The control unit 46A transmits audio data indicating the user input acquired by the microphone 38B to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the audio data.

[0576] The data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of the data generation model 58 is ChatGPT (Internet Search<URL: https: / / openai.com / blog / chatgpt> ), Gemini (Internet search <url: https: gemini.google.com ?hl="ja">) and other generation AIs. The data generation model 58 is obtained by performing deep learning on a neural network. A prompt including an instruction is input to the data generation model 58, and inference data such as voice data indicating voice, text data indicating text, and image data indicating an image is also input. The data generation model 58 performs inference on the input inference data in accordance with the instruction indicated by the prompt, and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization.

[0577] In the above embodiment, an example in which the specific process is performed by the data processing device 12 has been given, but the technology of the present disclosure is not limited to this, and the specific process may be performed by the smart device 14.

[0578] [Second embodiment]

[0579] FIG. 3 shows an example of the configuration of a data processing system 210 according to the second embodiment.

[0580] 3, the data processing system 210 includes the data processing device 12 and smart glasses 214. An example of the data processing device 12 is a server.

[0581] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 is an example of a "computer" according to the technology of the present disclosure. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, the RAM 30, and the storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a WAN (Wide Area Network) and / or a LAN (Local Area Network).

[0582] The smart glasses 214 include a computer 36, a microphone 238, a speaker 240, a camera 42, and a communication I / F 44. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The microphone 238, the speaker 240, and the camera 42 are also connected to the bus 52.

[0583] The microphone 238 receives instructions and the like from the user 20 by receiving voice uttered by the user 20. The microphone 238 captures the voice uttered by the user 20, converts the captured voice into audio data, and outputs it to the processor 46. The speaker 240 outputs audio in accordance with instructions from the processor 46.

[0584] Camera 42 is a small digital camera equipped with an optical system including a lens, aperture, and shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor, and captures images of the surroundings of user 20 (for example, an imaging range defined by an angle of view equivalent to the field of vision of a typical healthy person).

[0585] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 are responsible for the exchange of various information between the processor 46 and the processor 28 via the network 54. The exchange of various information between the processor 46 and the processor 28 using the communication I / Fs 44 and 26 is carried out in a secure state.

[0586] Fig. 4 shows an example of the main functions of the data processing device 12 and the smart glasses 214. As shown in Fig. 4, in the data processing device 12, a specific process is performed by the processor 28. A specific process program 56 is stored in the storage 32.

[0587] The specific processing program 56 is an example of a "program" according to the technology of the present disclosure. The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[0588] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[0589] In the smart glasses 214, the reception output process is performed by the processor 46. A reception output program 60 is stored in the storage 50. The processor 46 reads the reception output program 60 from the storage 50 and executes the read reception output program 60 on the RAM 48. The reception output process is realized by the processor 46 operating as the control unit 46A in accordance with the reception output program 60 executed on the RAM 48.

[0590] Next, a description will be given of the identification process performed by the identification processing unit 290 of the data processing device 12. In the following description, the data processing device 12 will be referred to as the "server" and the smart glasses 214 will be referred to as the "terminal."

[0591] The present invention relates to a system that enables a user to efficiently resolve problems with a newly purchased information processing device such as a smartphone. Specific embodiments for implementing the system of the present invention will be described below.

[0592] System configuration

[0593] The system consists of the following elements:

[0594] 1. User device application ("Smartphone Solution" app)

[0595] 2. Server (backend system with ChatGPT)

[0596] 3. Call Center and Registered Store Database

[0597] Program Details

[0598] User terminal application

[0599] 1. Collection of User Information

[0600] When a user initially sets up a new information processing device, the "Smartphone Solution" app is automatically installed.

[0601] When the device launches the app, it asks the user for some basic profile information, collecting information such as name, age, and smartphone experience.

[0602] This information is sent from the device to a server and used in future problem-solving procedures.

[0603] 2. Bug Report Interface

[0604] When a user opens the "Smartphone Solution" app and encounters a problem, an interface is provided for them to enter specific details about the problem.

[0605] For example, if a problem such as "I can't connect to the Internet" is entered, that information is sent to the server.

[0606] server

[0607] 1. Problem analysis and solution generation

[0608] The server analyzes the defect information received from the user using natural language processing.

[0609] Based on the analysis results, ChatGPT will generate relevant solutions, such as "check your Wi-Fi settings," "restart your router," or "turn on mobile data" for Internet connection issues.

[0610] The generated solutions are packaged in text, image, or video format.

[0611] 2. Submit your solution

[0612] The packaged solution is sent back from the server to the terminal.

[0613] View and implement solutions

[0614] 1. Providing solutions

[0615] The terminal displays the solution to the user.

[0616] It includes step-by-step instructions and images to help users understand the solution.

[0617] 2. Operation support

[0618] As users follow the solutions, the device will provide additional information or links (e.g., direct access to settings) as needed.

[0619] If the user is unable to resolve the issue, the contact details for the call center or the nearest registered store will also be displayed.

[0620] Gathering feedback and accumulating data

[0621] 1. Gathering feedback

[0622] After the user implements the provided solution, they are prompted to enter feedback on the success / failure of the solution.

[0623] This feedback information is sent from the terminal to the server.

[0624] 2. Recording in the database

[0625] The server records user feedback information in a database to help improve the system and algorithms in the future.

[0626] Specific examples

[0627] Example 1: Troubleshooting Wi-Fi connection issues

[0628] 1. Users

[0629] The user opens the "Smartphone Solution" app and enters "I can't connect to the Internet."

[0630] 2. Terminal

[0631] The input information is sent to the server.

[0632] 3. Server

[0633] The server analyzes the information and generates a solution in ChatGPT.

[0634] Possible solutions: "Open the Wi-Fi settings screen and make sure the network is correct," "Turn your router off and on again," "Try enabling mobile data."

[0635] 4. Terminal

[0636] The generated solution is displayed with an image, and the user follows the steps to perform the operation.

[0637] 5. Users

[0638] Follow the instructions and let us know if the problem is resolved.

[0639] 6. Server

[0640] Feedback information will be recorded in a database to help with future improvements.

[0641] This allows the user to efficiently resolve the problem, and avoids the hassle of visiting a store and having to wait for a long time. The present invention provides great convenience to users of information processing devices.

[0642] The processing flow will be explained below.

[0643] Step 1:

[0644] The user turns on the new information processing device and begins the initial setup. The device automatically installs the "Smartphone Solution" app.

[0645] Step 2:

[0646] When users open the app and go through the initial setup, the device asks a few simple questions to collect profile information, including their name, age, and smartphone experience.

[0647] Step 3:

[0648] The device sends the collected profile information to a server, which receives it and stores it in a database.

[0649] Step 4:

[0650] The user opens the "Smartphone Solution" app and inputs the current problem. For example, they report a problem like "I can't connect to the Internet."

[0651] Step 5:

[0652] The terminal transmits the defect information entered by the user to the server, which receives this information.

[0653] Step 6:

[0654] The server analyzes the received problem information using natural language processing, and then generates relevant solutions using ChatGPT based on the analysis results.

[0655] Step 7:

[0656] The server packages the generated solution in text, image, or video format and sends it to the device.

[0657] Step 8:

[0658] The device will then display the received solution to the user, which may include specific steps, images, links, etc.

[0659] Step 9:

[0660] The user follows the displayed solution and the device provides additional information or links if needed.

[0661] Step 10:

[0662] If the user is unable to resolve the issue, the device will display contact information for the call centre or the nearest registered store.

[0663] Step 11:

[0664] The user tries the provided solution and provides feedback to the app as to whether the problem was resolved.

[0665] Step 12:

[0666] The terminal sends the feedback information from the user to the server, which receives the feedback and records it in a database.

[0667] Step 13:

[0668] The feedback information collected by the server will be analyzed and used to improve the system and algorithms in the future.

[0669] Example 1

[0670] Next, a description will be given of Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the smart glasses 214 will be referred to as a "terminal."

[0671] While high-performance information processing devices have become widespread in recent years, users are often troubled by their complex operation and malfunctions. To address this issue, a means to quickly and efficiently resolve the problem is required. However, with conventional systems, users must search the Internet themselves to find a solution or visit a store, which is time-consuming and labor-intensive.

[0672] The specific processing by the specific processing unit 290 of the data processing device 12 in the first embodiment is realized by the following means.

[0673] In this invention, the server includes a means for analyzing received defect information using natural language processing and generating a solution using a generative AI model, a means for sending the generated solution to the user in text, image, or video format, and a means including a database for recording feedback information for future improvements and algorithm refinement, thereby enabling users to quickly and efficiently resolve defects.

[0674] "User Profile Information" refers to basic personal and usage data about a user, such as name, age, and smartphone usage experience.

[0675] "Problem information" refers to detailed explanations and reports about problems or troubles that have occurred in the information processing device that the user is using.

[0676] A "server" is a computer system that receives and analyzes problem information sent by users, generates solutions, and resends them.

[0677] "Natural language processing" is a technology that allows computers to understand, analyze, and convert human language into an appropriate form.

[0678] "Generative AI model" refers to an artificial intelligence model used to suggest optimal solutions based on defect information.

[0679] "Solution" means specific steps or methods to resolve the issue reported by the User, including instructions in text, image, or video format.

[0680] "Feedback information" refers to information that a user reports on the results of implementing a provided solution.

[0681] "Database" refers to a system that stores collected feedback information and other related data for future improvements and algorithm refinement.

[0682] The present invention provides a system that allows users to efficiently troubleshoot problems with newly purchased information processing devices such as smartphones. This system consists of the following main components:

[0683] 1. User terminal application

[0684] 2. Server

[0685] 3. Call Center and Registered Store Database

[0686] User terminal application

[0687] Collection of User Information

[0688] When a user sets up a new information processing device for the first time, the "Smartphone Solution" app is automatically installed.

[0689] When the device launches the app, it asks the user for some basic profile information, including their name, age, and smartphone experience.

[0690] The terminal transmits the collected information to the server.

[0691] Bug Reporting Interface

[0692] If a user encounters a problem, they can report it by launching the "Smartphone Solution" app and entering the specific details of the problem.

[0693] For example, if a problem such as "I can't connect to the Internet" is entered, that information is sent to the server.

[0694] server

[0695] problem analysis

[0696] The server receives the defect information sent by the user and analyzes it using natural language processing technology.

[0697] Specifically, identify the main problem and extract relevant data.

[0698] Solution Generation

[0699] Based on the analysis results, the server generates a solution using a generative AI model.

[0700] For example, specific steps such as "Check your Wi-Fi settings," "Try restarting your router," and "Turn on mobile data" will be generated.

[0701] Solution packaging

[0702] The server packages the generated solutions in text, image or video format for easy comprehension.

[0703] Submit a solution

[0704] The server transmits the packaged solution to the user terminal.

[0705] Solution provision and operation support

[0706] View and implement solutions

[0707] The terminal displays the received solution to the user, and it includes specific steps and images so that the user can easily understand it.

[0708] Operation Support

[0709] As the user follows the solution, the device will provide additional information or links (e.g., shortcuts to settings screens) as needed.

[0710] If the user is unable to resolve the issue, the device will also display contact information for the call centre or the nearest registered store.

[0711] Gathering feedback and accumulating data

[0712] Gathering feedback

[0713] After the user implements the solution, they are prompted to provide feedback on whether the problem was solved, for example, in the form of a question: "Did this solve your problem?"

[0714] Recording in the database

[0715] The terminal transmits feedback information from the user to the server.

[0716] The server records the received feedback information in a database to help improve the system and algorithms in the future.

[0717] Specific examples

[0718] Example 1: Troubleshooting Wi-Fi connection issues

[0719] 1. The user opens the "Smartphone Solution" app and enters "I can't connect to the Internet."

[0720] 2. The device sends the input information to the server.

[0721] 3. The server analyzes the information and generates a solution using a generative AI model, such as "Open the Wi-Fi settings screen and check if the network is correct," "Turn the router off and on again," or "Turn on mobile data and try again."

[0722] 4. The terminal displays the generated solution with an image, and the user follows the steps to perform the operation.

[0723] 5. The user follows the instructions and provides feedback on whether the problem was resolved.

[0724] 6. The server will record the feedback information in a database to help improve the system in the future.

[0725] Example prompt: Open the "Mobile Phone Solution" app, enter "No Internet connection," and follow the suggested solutions. Please let us know if the problem was resolved in the feedback section.

[0726] This allows the user to efficiently solve the problem and smoothly use the information processing device.

[0727] The flow of the identification process in the first embodiment will be described with reference to FIG.

[0728] Step 1: Collect user information

[0729] Input: A user initializes a new information processing device.

[0730] How it works: When a user sets up the device for the first time, the "Smartphone Solution" app is automatically installed on the device.

[0731] Data processing: When a user launches the app, the device asks the user for simple profile information such as name, age, smartphone usage experience, etc. The user then enters this information.

[0732] Output: The collected profile information is sent from the device to the server.

[0733] Step 2: Bug Report Interface

[0734] Input: A user experiences a glitch with their smartphone.

[0735] How it works: The user launches the "Smartphone Solution" app and enters the specific details of the problem.

[0736] Data processing: For example, the user enters detailed information about the problem, such as "I can't connect to the Internet."

[0737] Output: The failure information is sent from the device to the server.

[0738] Step 3: Problem analysis

[0739] Input: The server receives the failure information.

[0740] Operation: The server analyzes defect information using natural language processing.

[0741] Data calculation: The server identifies the main problem and extracts the relevant data.

[0742] Output: Analysis results are generated.

[0743] Step 4: Generate a solution

[0744] Input: The server receives the analysis results.

[0745] How it works: The server uses a generative AI model to generate a solution based on the analysis results.

[0746] Data calculations: For example, it suggests specific steps to check your Wi-Fi settings, restart your router, or turn mobile data on or off.

[0747] Output: Generated solutions are generated.

[0748] Step 5: Packaging the solution

[0749] Input: Receives the server-generated solution.

[0750] How it works: The server packages the solution in text, image or video format.

[0751] Data processing: Create a package that includes specific instructions and screenshots of the setup screen.

[0752] Output: A packaged solution is completed.

[0753] Step 6: Submit your solution

[0754] Input: The server receives the packaged solution.

[0755] Operation: The server sends a solution package to the user's device.

[0756] Output: The device receives the solution.

[0757] Step 7: View and implement solutions

[0758] Input: The device receives the transmitted solution.

[0759] What it does: The device displays the solution to the user, providing detailed instructions in text, image, or video format.

[0760] Output: The user confirms the displayed solution.

[0761] Step 8: Operational Support

[0762] Input: The user acts on the solution.

[0763] What it does: The device will provide additional information or links (e.g., shortcuts to settings) as needed.

[0764] Output: The user performs an action to resolve the issue.

[0765] Step 9: Gather feedback

[0766] Input: After the user implements the solution, they provide feedback on the results.

[0767] What it does: The user enters feedback information in response to a question such as "Did this solve your problem?"

[0768] Output: Feedback information is sent from the device to the server.

[0769] Step 10: Record in the database

[0770] Input: The server receives the feedback information sent.

[0771] How it works: The server records your feedback information in a database, which helps improve our algorithms and the system in the future.

[0772] Output: Feedback information is stored in a database.

[0773] This allows users to quickly and efficiently resolve any issues they may encounter.

[0774] (Application example 1)

[0775] Next, a description will be given of Application Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the smart glasses 214 will be referred to as a "terminal."

[0776] The problem is that there is no efficient solution for problems with newly purchased information processing equipment. In particular, problems and malfunctions that occur in specific work environments cannot be dealt with quickly and appropriately, which can cause work to stagnate and reduce efficiency. In addition, because solutions are presented only in text format, there is a lack of visual and auditory support, making it difficult for users to understand.

[0777] The specific processing by the specific processing unit 290 of the data processing device 12 in the application example 1 is realized by the following means.

[0778] In this invention, the server includes means for collecting user attribute information, means for transmitting defect information entered by the user to a central processing unit, means for analyzing the defect information received by the central processing unit using natural language processing and generating a solution, means for transmitting the generated solution to the user, means for displaying the transmitted solution to the user and allowing the user to operate in accordance with the solution, means for transmitting feedback information from the user to the central processing unit, means for providing a defect reporting interface in a specific business environment, means for presenting the generated solution with visual and auditory support, and means for recording the success rate of problem resolution in the business environment in a database, thereby making it possible to quickly and accurately resolve defects that interfere with business operations and improve business efficiency.

[0779] An "information processing device" is an electronic device for collecting, processing, storing, and displaying data.

[0780] "Attribute information" is data that indicates characteristics of a user, such as age, experience, and name.

[0781] "Central processing unit" refers to the server or back-end system that analyzes defect information and generates solutions.

[0782] "Natural language processing" is the technology that understands, analyzes, and generates solutions to human language.

[0783] "Fault information" is data entered by the user that indicates the details of a problem or abnormality in a device or system.

[0784] "Visual and audio support" refers to the ability to provide images, video and audio instructions to aid in understanding a solution.

[0785] "Business environment" refers to the location or situation where a specific task is performed, such as a logistics center or factory.

[0786] "Feedback information" refers to data and opinions about the success / failure of a solution provided by a user after the problem has been solved.

[0787] A "database" is a system for collecting, storing, and managing data.

[0788] The "fault reporting interface" is a user interface for the user to input information about a fault that has occurred.

[0789] "Solution" refers to the specific method or procedure for dealing with the problem.

[0790] System configuration

[0791] A system for implementing the present invention comprises the following elements:

[0792] 1. Information processing device (smartphone or tablet)

[0793] 2. Central Processing Unit (Server)

[0794] 3. User Interface (Bug Reporting Interface)

[0795] 4. Database

[0796] User Interface

[0797] Users input their problems using an information processing device. The user interface is designed to be intuitive and easy to use, and provides a field for entering specific problems, such as "my barcode scanner isn't working."

[0798] Central Processing Unit Functions

[0799] The central processing unit is equipped with generative AI models such as ChatGPT to perform natural language processing. The defect information entered by the user is automatically sent to the central processing unit, where the problem is analyzed using natural language processing. Based on the analysis results, relevant solutions are generated.

[0800] Solution Generation

[0801] The central processing unit presents the generated solution with visual and auditory support. Visual support includes images or videos illustrating the steps, while auditory support includes audio prompts. For example, "Check the batteries in your barcode scanner" or "Try restarting your scanner."

[0802] Feedback and Database

[0803] After the user follows the proposed solution, an interface is displayed for providing feedback information, which is sent to the central processing unit and stored in a database, allowing for continuous improvement of the system.

[0804] Examples of implementation in specific business environments

[0805] For example, in a distribution center, staff can use this system to quickly report and resolve problems with barcode scanners or inventory management systems. As a specific example, if a user enters "The barcode scanner isn't working," the central processing unit will generate solutions such as "Please check the barcode scanner's battery" or "Please try restarting the scanner," and present them with visual and auditory support.

[0806] Prompt Sentence Examples

[0807] The prompts for specific problem input from the user are as follows:

[0808] "The user has typed, 'My barcode scanner isn't working.' Please provide a solution to this problem."

[0809] In this way, providing a solution that includes both visual and auditory support allows for quick and effective problem solving in the work environment.

[0810] The flow of the specific processing in the application example 1 will be described with reference to FIG.

[0811] Step 1:

[0812] The user uses an information processing device to input defect information, for example, by entering specific details of the problem, such as "The barcode scanner is not working."

[0813] Input: User's problem information (e.g. "The barcode scanner isn't working")

[0814] Output: Failure information is sent to the central processing unit.

[0815] Step 2:

[0816] The terminal transmits the defect information from the user to the central processing unit (server).

[0817] Input: User-entered defect information

[0818] Output: The fault information is sent to the central processing unit.

[0819] Step 3:

[0820] The server uses natural language processing technology (generative AI models such as ChatGPT) to analyze the received defect information.

[0821] Input: Bug information

[0822] Processing: Using a generative AI model, we perform text analysis to understand the nature of the defect.

[0823] Output: Analysis results

[0824] Step 4:

[0825] Based on the analysis results, the server generates an appropriate solution using a generative AI model such as ChatGPT.

[0826] Input: Analysis results

[0827] Processing: Enter a prompt sentence into the ChatGPT model and generate a solution (e.g., "The user entered 'My barcode scanner isn't working.' Please provide a solution to this problem.")

[0828] Output: Generated solution

[0829] Step 5:

[0830] The server transmits the generated solution to the information processing device with visual and audio support.

[0831] Input: Generated solution

[0832] Output: The solution is sent to the information processing device and presented with visual and auditory support.

[0833] Step 6:

[0834] The terminal displays the submitted solutions to the user with visual and audio support.

[0835] Input: Solution (text, image, video, audio)

[0836] Output: The user can see and hear the proposed solution.

[0837] Step 7:

[0838] The user performs an operation based on the solution and provides feedback on the result of applying the solution, for example, by inputting feedback information such as "Solved" or "There is still a problem."

[0839] Input: User feedback information

[0840] Output: Feedback information is sent to the terminal.

[0841] Step 8:

[0842] The terminal transmits the feedback information from the user to the central processing unit.

[0843] Input: User feedback information

[0844] Output: Feedback information is sent to the central processing unit.

[0845] Step 9:

[0846] The server records the received feedback information in a database to help improve the success rate of problem resolution and the system.

[0847] Input: User feedback information

[0848] Processing: The feedback information is stored in a database and analyzed.

[0849] Output: The accumulated data is used to improve business efficiency and systems.

[0850] Furthermore, an emotion engine that estimates the user's emotion may be further combined. That is, the identification processing unit 290 may estimate the user's emotion using the emotion identification model 59, and perform identification processing using the user's emotion.

[0851] The present invention combines an emotion engine with a system that allows users to efficiently resolve problems in newly purchased information processing devices, and is composed of the following elements:

[0852] 1. User device application ("Smartphone Solution" app)

[0853] 2. Server (backend system with ChatGPT and emotion engine)

[0854] 3. Call Center and Registered Store Database

[0855] System configuration

[0856] User terminal application

[0857] 1. Collection of User Information

[0858] When you set up a new information processing device for the first time, the "Smartphone Solution" app is automatically installed.

[0859] After initial setup, the app launches and asks a few simple questions to gather profile information, including your name, age, and smartphone experience.

[0860] The collected information is sent from the terminal to a server.

[0861] 2. Bug Reports and Interface

[0862] When a user opens the "Smartphone Solution" app and encounters a problem, an interface is provided for entering specific details of the problem.

[0863] For example, a problem such as "I can't connect to the Internet" is reported and the information is sent to the server.

[0864] server

[0865] 1. Problem analysis and solution generation

[0866] The server analyzes the defect information received from the user using natural language processing.

[0867] Based on the analysis results, ChatGPT will generate relevant solutions, such as "check your Wi-Fi settings," "restart your router," or "turn on mobile data" for Internet connection issues.

[0868] The generated solution is packaged in text, image, or video format and sent to the device.

[0869] 2. Functions of the Emotion Engine

[0870] The server is equipped with an emotion engine that recognizes emotions from user input and actions.

[0871] Based on the recognized emotions, the system adjusts the solution to reduce the user's stress. For example, if the user is feeling stressed, the system will explain the solution more carefully and prioritize displaying contact information for the call center or registered stores.

[0872] A solution, including the results of sentiment analysis, is sent to the device.

[0873] View and implement solutions

[0874] 1. Providing solutions

[0875] The device displays the solution sent from the server to the user, which may include specific steps, images, links, etc.

[0876] Based on the emotion recognition results, special notes and additional support are also displayed.

[0877] 2. Operation support

[0878] As users follow the solutions, the device will provide additional information or links (e.g., direct access to settings) as needed.

[0879] If the user is unable to resolve the issue, the device will display contact information for the call centre or the nearest registered store.

[0880] Gathering feedback and accumulating data

[0881] 1. Gathering feedback

[0882] After the user implements the provided solution, they are prompted to enter feedback on the success / failure of the solution.

[0883] This feedback information is sent from the terminal to the server.

[0884] 2. Recording in the database

[0885] The server records user feedback information and emotion recognition results in a database to help improve the system and algorithms in the future.

[0886] Specific examples

[0887] Example 1: Wi-Fi connection problem solving and emotion recognition

[0888] 1. Users

[0889] The user opens the "Smartphone Solution" app and enters "I can't connect to the Internet."

[0890] 2. Terminal

[0891] The input information is sent to the server.

[0892] 3. Server

[0893] The server analyzes the problem information and generates a solution in ChatGPT.

[0894] Possible solutions: "Open the Wi-Fi settings screen and make sure the network is correct," "Turn your router off and on again," "Try enabling mobile data."

[0895] If the server's emotion engine determines from the user's input that they are feeling stressed, it will provide a more detailed explanation of the solution and, if necessary, will also display the contact information for the call center preferentially.

[0896] 4. Terminal

[0897] The generated solution is displayed with an image, and the user follows the steps to perform the operation.

[0898] 5. Users

[0899] Follow the instructions and let us know if the problem is resolved.

[0900] 6. Server

[0901] Feedback information and emotion recognition results are recorded in a database for future improvements.

[0902] This allows the user to efficiently solve the problem and reduce emotional stress. The present invention provides great convenience and comfort to users of information processing devices.

[0903] The processing flow will be explained below.

[0904] Step 1:

[0905] The user turns on the new information processing device and begins the initial setup. The device automatically installs the "Smartphone Solution" app.

[0906] Step 2:

[0907] The device launches the "Smartphone Solution" app, which asks the user profile information such as their name, age, and smartphone usage experience in the form of questions.

[0908] Step 3:

[0909] The device sends the collected profile information to a server, which receives it and stores it in a database.

[0910] Step 4:

[0911] The user opens the "Smartphone Solution" app and enters the current problem (e.g., "I can't connect to the Internet").

[0912] Step 5:

[0913] The terminal transmits the defect information input by the user to the server, which receives this information.

[0914] Step 6:

[0915] The server analyzes the received problem information using natural language processing (NLP), and generates relevant solutions using ChatGPT based on the analysis results.

[0916] Step 7:

[0917] The server packages the generated solution in text, image, or video format, and then uses an emotion engine to analyze the user's emotional state and adjust the solution as needed—for example, by including a more detailed explanation or additional support information if the user is feeling stressed.

[0918] Step 8:

[0919] The server sends the adjusted solution to the terminal.

[0920] Step 9:

[0921] The device receives a solution and displays it to the user, including specific steps, images, links, and, if necessary, additional supporting information provided by the emotion engine.

[0922] Step 10:

[0923] The user follows the suggested solutions, such as checking Wi-Fi settings, restarting the router, or turning on mobile data.

[0924] Step 11:

[0925] If the user is unable to resolve the issue, the device will display contact information for the call centre or the nearest registered store.

[0926] Step 12:

[0927] The user tries a solution and then provides feedback to the app about whether the problem was resolved.

[0928] Step 13:

[0929] The terminal sends the feedback information from the user to the server, which receives the feedback and records it in a database.

[0930] Step 14:

[0931] The server analyzes the feedback information and emotion recognition results collected to help improve the system and algorithms.

[0932] Example 2

[0933] Next, a description will be given of Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the smart glasses 214 will be referred to as a "terminal."

[0934] It is difficult for users to efficiently troubleshoot problems with newly purchased information processing devices, and there is also a lack of means to reduce the stress users feel during the troubleshooting process.

[0935] The specific processing by the specific processing unit 290 of the data processing device 12 in the second embodiment is realized by the following means.

[0936] In this invention, the server includes means for analyzing the defect information using natural language processing and generating a solution, means for recognizing and adjusting the user's emotion using an emotion engine for the solution, and means for transmitting the generated solution to the terminal, thereby enabling the user to efficiently resolve the defect and reduce emotional stress.

[0937] An "information processing terminal" is an electronic device or computer equipment operated by a user.

[0938] "Personal information" refers to personal data such as the user's name, age, and smartphone usage experience.

[0939] "Problem information" is details of problems or errors that a user experiences while using an information processing terminal.

[0940] A "server" is a remote computer system for processing and storing data.

[0941] "Natural language processing" is a technology for analyzing and understanding human language.

[0942] A "solution" is a specific procedure or method for solving the problem the user is facing.

[0943] An "emotion engine" is a technology for recognizing and analyzing emotions from user text input and behavior.

[0944] "Additional Information" is any supplemental data or links the user needs during the troubleshooting process.

[0945] "Feedback information" refers to the user's evaluation and impressions of the provided solution.

[0946] A "database" is a collection of data that stores information systematically and makes it searchable.

[0947] The present invention relates to a system that allows a user to efficiently solve problems with a newly purchased information processing terminal. The system includes a user terminal, a server, and a database of a call center or registered store.

[0948] User terminal application

[0949] When a user purchases a new information processing device and performs initial setup, a "problem solving" application is automatically installed. This application provides the following functions:

[0950] 1. Collection of User Information

[0951] After initial setup, the user launches the "problem solving" application and enters personal information such as name, age, and usage experience.

[0952] The terminal transmits the collected information to the server.

[0953] 2. Bug Reports and Interface

[0954] The user opens the "problem-solving" application and enters the specific details of the problem they are having, such as "I can't connect to the Internet."

[0955] The terminal transmits the entered defect information to the server.

[0956] server

[0957] The server serves as the central point for data processing and system control.

[0958] 1. Analysis of defect information

[0959] The server analyzes the received error information using natural language processing technology. ChatGPT is used as a specific example of this technology.

[0960] 2. Solution Generation

[0961] The server generates multiple solutions based on the analysis results, such as specific steps such as "check your Wi-Fi settings," "restart your router," and "turn on mobile data."

[0962] 3. Emotion recognition and regulation

[0963] The server uses an emotion engine to recognize emotions from the user's input and behavior and adjust the generated solution accordingly, for example, explaining the solution in more detail if the user is feeling stressed and providing contact information for a call center or store if necessary.

[0964] 4. Submit your solution

[0965] The server sends the generated solution to the terminal in text, image, or video format.

[0966] View and implement solutions

[0967] The device displays the solution sent from the server to the user, and the user is guided through the steps. Additional information and links are provided along the way. If the problem cannot be resolved, contact information for the call center or the nearest store is also displayed.

[0968] Gathering feedback and accumulating data

[0969] After following the provided solution, the user inputs feedback on the success or failure of the solution. This information is sent from the device to the server. The server records the feedback information and emotion recognition results in a database, and this data will be used to improve the system and algorithms in the future.

[0970] Specific examples

[0971] 1. Report a bug

[0972] The user opens the "Problem Solving" application and types "No Internet Connection."

[0973] 2. Information Transmission

[0974] The terminal transmits this input information to the server.

[0975] 3. Problem analysis and solution generation

[0976] The server analyzes the problem information and generates a solution in ChatGPT.

[0977] For example, "Open the Wi-Fi settings screen and check if the network is correct," "Restart the router," "Enable mobile data."

[0978] 4. Emotion recognition

[0979] If the server's emotion engine detects stress from user input, it will provide a more detailed explanation and, if necessary, display contact information for the call center.

[0980] 5. Displaying the Solution

[0981] The terminal displays the generated solution to the user.

[0982] 6. Controls and Feedback

[0983] The user follows the steps and provides feedback on whether the problem was resolved.

[0984] Prompt Sentence Examples

[0985] Enter "No Internet connection" in the "Problem Solver" application to view solutions.

[0986] The present invention is a system that enables users to efficiently solve problems and reduce emotional stress by linking these functions.

[0987] The flow of the identification process in the second embodiment will be described with reference to FIG.

[0988] (System program processing flow)

[0989] Step 1: Collect user information

[0990] The device automatically installs a "problem-solving" application when a new information processing device is initially set up.

[0991] After initial setup, the user launches the application and enters personal information such as name, age, and usage experience.

[0992] The terminal collects and compiles the user information and transmits it to the server.

[0993] Input: Personal information such as name, age, experience, etc.

[0994] Data processing: Convert the collected information into JSON format.

[0995] Output: Data parcel to send to the server.

[0996] Step 2: Report the bug and provide the interface

[0997] The user opens the "problem solving" application and enters the details of the problem that occurred.

[0998] The terminal transmits the entered defect information to the server.

[0999] Input: Problem information such as "Cannot connect to the Internet."

[1000] Data processing: The defect details are organized as text data and packaged.

[1001] Output: The failure information sent to the server.

[1002] Step 3: Analyze the defect information

[1003] The server analyzes the error information received using natural language processing technology, including ChatGPT.

[1004] Input: Text data of the defect information sent to the server.

[1005] Data calculation: Analyze using ChatGPT to identify the cause of the problem.

[1006] Output: Information identifying the cause of the problem based on the analysis results.

[1007] Step 4: Generate a solution

[1008] The server generates a solution based on the analysis results, which is provided as a multi-step solution.

[1009] Input: Specific information about the cause of the problem.

[1010] Data calculation: ChatGPT will automatically generate solutions, such as "check Wi-Fi settings", "restart router", "turn on mobile data", etc.

[1011] Output: A list of solutions.

[1012] Step 5: Emotion recognition and regulation

[1013] The server uses an emotion engine to recognize emotions from user input and actions and adjust the generated solutions.

[1014] Input: User input information and behavioral data.

[1015] Data calculation: Emotion recognition by the emotion engine. For example, determining whether you are feeling stressed.

[1016] Output: Based on the recognized sentiment, a polite explanation or call center contact information.

[1017] Step 6: Submit your solution

[1018] The server generates and adjusts the solution and sends it to the device. The solution can be in the form of text, image, or video.

[1019] Input: Adjusted solution data.

[1020] Data processing: Selection and packaging of solution data formats (text, images, videos).

[1021] Output: The solution package sent to the terminal.

[1022] Step 7: View the solution

[1023] The device displays the solution sent from the server to the user, who then follows the specific steps on the screen to perform the operation.

[1024] Input: The submitted solution package.

[1025] Data processing: The solution data is analyzed for display on the user screen and presented in a format that is easy for the user to understand.

[1026] Output: The solution displayed to the user.

[1027] Step 8: Operational Support

[1028] The device provides additional information or links (e.g., direct links to settings) that the user needs to follow the solution.

[1029] Input: User operation status.

[1030] Data processing: Generate real-time support information according to the operating situation.

[1031] Output: Display of additional supporting information.

[1032] Step 9: Gather feedback

[1033] After the user implements the provided solution, he / she inputs feedback on success / failure, and the terminal sends this feedback information to the server.

[1034] Input: Feedback information about success or failure.

[1035] Data processing: Organizing and packaging feedback information.

[1036] Output: Feedback data sent to the server.

[1037] Step 10: Record in the database

[1038] The server records user feedback and emotion recognition results in a database, which will be used to improve the system and algorithms in the future.

[1039] Input: Feedback information and emotion recognition results.

[1040] Data processing: Data organization and registration in a database.

[1041] Output: Feedback data and emotion recognition results registered in the database.

[1042] (Application example 2)

[1043] Next, a description will be given of Application Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the smart glasses 214 will be referred to as a "terminal."

[1044] Users of modern information processing devices are looking for ways to quickly and efficiently address the wide variety of problems that arise after purchasing a product. It is important to provide smooth support while reducing user stress. Furthermore, customer support in brick-and-mortar stores is increasingly being required to provide more sophisticated support, such as directing customers to specific locations within the store or calling staff. Conventional systems have struggled to address these complex needs.

[1045] The specific processing by the specific processing unit 290 of the data processing device 12 in Application Example 2 is realized by the following means. In this invention, the server includes a means for recognizing a user's emotion and adjusting a solution based on that emotion, a means for a user to report a problem in the store and provide a solution in real time to enhance user support in the physical store, and a means for guiding the user to a specific location in the store or calling support staff based on the solution. This reduces user stress and enables quick and accurate problem resolution. It also makes it possible to enhance customer support in the physical store and improve user satisfaction.

[1046] An "information processing device" is an electronic device for processing data, such as a computer, smartphone, or tablet.

[1047] "User profile information" is basic information about a user, such as the user's name, age, and purchase information.

[1048] "Problem information" is specific content of problems or troubles that a user has encountered while using an information processing device.

[1049] A "server" is a computer system that manages and processes data and provides services over a network.

[1050] "Natural language processing" is a technology for understanding and analyzing human language and generating appropriate responses.

[1051] A "solution" is a specific procedure or method for solving a problem reported by a user.

[1052] An "emotion engine" is a technology that recognizes emotions from user input and behavior and responds appropriately based on those emotions.

[1053] "Physical store support" is a support system that strengthens customer support within physical stores and resolves problems related to products and services on the spot.

[1054] "Feedback information" refers to the results of a user implementing a provided solution, as well as their impressions and opinions during the process.

[1055] "Support staff" are specialized personnel who assist users in resolving problems at physical stores or call centers.

[1056] "Guidance to a specific location" means providing guidance to a specific location within the store that is necessary for the user to implement a solution.

[1057] "Real-time solution provision" means generating and providing a solution immediately when a user reports a problem.

[1058] The present invention provides a user support system using an information processing device in a physical store. The present invention comprises the following elements.

[1059] 1. User terminal application

[1060] Collect user profile information and accept bug reports.

[1061] Provides an interface to enhance customer support within physical stores.

[1062] 2. Server

[1063] A solution is generated using natural language processing based on the input defect information.

[1064] The emotion engine recognizes the user's emotions and adjusts the response.

[1065] 3. The process for reporting bugs and providing solutions

[1066] When a user reports a problem in the device app, the information is sent to the server.

[1067] The server analyzes the problem information using natural language processing technology (such as ChatGPT) and generates the optimal solution.

[1068] Solutions are provided to users in the form of text, images and videos.

[1069] The emotion engine recognizes the user's emotions, and if the stress level is high, it will provide a more detailed explanation and instructions on how to contact support staff at the physical store.

[1070] 4. Operation support

[1071] When the user follows the provided solution, they will be guided to a specific location within the store or a support staff member will be called.

[1072] If the solution does not resolve the issue, additional support contact information is provided.

[1073] 5. Gathering Feedback

[1074] After the user implements the solution, the user inputs feedback information (success / failure of the solution, impressions, etc.).

[1075] Your feedback will be sent to the server and used to improve the service in the future.

[1076] Hardware and software used

[1077] Hardware: Smartphones, tablets, sensors (installed in stores)

[1078] Software: Natural Language Processing (NLP) technology (ChatGPT), emotion engine, dedicated database, real-time feedback system

[1079] Specific examples

[1080] Example 1: Question about product operation

[1081] 1. User:

[1082] In a physical store, open the "Store Support" app and enter "I don't know how to use this camera."

[1083] 2. Terminal:

[1084] This information is sent to the server.

[1085] 3. Server:

[1086] The server parses your input and generates a solution in ChatGPT, such as "Press the camera's power button for 3 seconds, then press the mode selection button to confirm your settings."

[1087] The emotion engine recognizes frustration from user input.

[1088] 4. Terminal:

[1089] The generated solution is displayed with an image, and the app gently guides users by saying, "Staff members are nearby, so please let us know if you need help."

[1090] 5. User:

[1091] Follow the instructions and let us know if the problem is resolved.

[1092] 6. Server:

[1093] Feedback and emotion recognition results are recorded in a database for future improvements.

[1094] Example prompt sentence:

[1095] If you're unsure how to use your new camera, use the app to report a problem. To reduce frustration, the emotion engine will support you and provide clear, step-by-step instructions.

[1096] The flow of the specific processing in the application example 2 will be described with reference to FIG.

[1097] (Program processing steps)

[1098] Step 1:

[1099] The user launches the "Store Support" app on their device and enters details of the problem. The user's input includes the specific problem (e.g., "I don't know how to operate the camera"). The input information is sent from the device to the server.

[1100] Input:Detailed information about the problem

[1101] Output: Data sent to the server

[1102] Specific operation: The user enters the problem description into the app's input field and taps the send button, which sends the information to the server.

[1103] Step 2:

[1104] The server analyzes the received defect information using natural language processing technology (ChatGPT) and generates an appropriate solution. At the same time, it also analyzes the user's emotions using an emotion engine.

[1105] Input: User's problem information

[1106] Output: Solution generation and sentiment analysis results

[1107] How it works: The server uses an NLP model (ChatGPT) to analyze the text and generate appropriate solutions in the form of text, images, or videos. The emotion engine reads the user's emotions from the text and the results are also returned at the same time.

[1108] Step 3:

[1109] The server sends the generated solution and the sentiment analysis results to the user, who then displays the solution in text, image, or video format on the device.

[1110] Input: Generated solutions and sentiment analysis results

[1111] Output: Data sent to the user terminal

[1112] Specific operation: The server generates content (text, images, video) and packages it, then sends it over the network to the user's device, which receives it and displays it to the user in the appropriate format.

[1113] Step 4:

[1114] The user follows the solutions displayed on the device, and the content also includes additional information such as "There is a staff member nearby, so please let us know if you need help."

[1115] Input: Solution display content

[1116] Output: User operation result

[1117] Specific operation: The user follows the instructions displayed on the device to try to operate the camera in a physical store. If necessary, they can ask for help from nearby support staff.

[1118] Step 5:

[1119] The user inputs the results of the solution as feedback and sends it to the server. The feedback includes whether the solution was successful or not and their impressions.

[1120] Input: User feedback information

[1121] Output: Data sent to the server

[1122] Specific operation: The user enters the results of their operation and their impressions in the feedback field of the app, and then taps the send button, which sends the information to the server.

[1123] Step 6:

[1124] The feedback information and emotion recognition results received by the server are recorded in a database to help improve the system and services in the future.

[1125] Input: User feedback information and emotion recognition results

[1126] Output: Record data to database

[1127] Specific operation: The server analyzes the feedback data sent and stores the relevant information in a database, which will be used to reflect the next update of the system.

[1128] The above are the specific processing steps of the program in the user support system for a physical store.

[1129] The specific processing unit 290 transmits the result of the specific processing to the smart glasses 214. In the smart glasses 214, the control unit 46A causes the speaker 240 to output the result of the specific processing. The microphone 238 acquires audio indicating a user input regarding the result of the specific processing. The control unit 46A transmits audio data indicating the user input acquired by the microphone 238 to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the audio data.

[1130] The data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of the data generation model 58 is ChatGPT (Internet Search<URL: https: / / openai.com / blog / chatgpt> ), Gemini (Internet search <url: https: gemini.google.com ?hl="ja">) and other generation AIs. The data generation model 58 is obtained by performing deep learning on a neural network. A prompt including an instruction is input to the data generation model 58, and inference data such as voice data indicating voice, text data indicating text, and image data indicating an image is also input. The data generation model 58 performs inference on the input inference data in accordance with the instruction indicated by the prompt, and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization.

[1131] In the above embodiment, an example in which the specific processing is performed by the data processing device 12 has been given, but the technology of the present disclosure is not limited to this, and the specific processing may be performed by the smart glasses 214.

[1132] [Third embodiment]

[1133] FIG. 5 shows an example of the configuration of a data processing system 310 according to the third embodiment.

[1134] 5, the data processing system 310 includes the data processing device 12 and a headset type terminal 314. An example of the data processing device 12 is a server.

[1135] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 is an example of a "computer" according to the technology of the present disclosure. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, the RAM 30, and the storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a WAN (Wide Area Network) and / or a LAN (Local Area Network).

[1136] The headset type terminal 314 includes a computer 36, a microphone 238, a speaker 240, a camera 42, a communication I / F 44, and a display 343. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The microphone 238, the speaker 240, the camera 42, and the display 343 are also connected to the bus 52.

[1137] The microphone 238 receives instructions and the like from the user 20 by receiving voice uttered by the user 20. The microphone 238 captures the voice uttered by the user 20, converts the captured voice into audio data, and outputs it to the processor 46. The speaker 240 outputs audio in accordance with instructions from the processor 46.

[1138] Camera 42 is a small digital camera equipped with an optical system including a lens, aperture, and shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor, and captures images of the surroundings of user 20 (for example, an imaging range defined by an angle of view equivalent to the field of vision of a typical healthy person).

[1139] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 are responsible for the exchange of various information between the processor 46 and the processor 28 via the network 54. The exchange of various information between the processor 46 and the processor 28 using the communication I / Fs 44 and 26 is carried out in a secure state.

[1140] Fig. 6 shows an example of the main functions of the data processing device 12 and the headset type terminal 314. As shown in Fig. 6, in the data processing device 12, a specific process is performed by the processor 28. A specific process program 56 is stored in the storage 32.

[1141] The specific processing program 56 is an example of a "program" according to the technology of the present disclosure. The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[1142] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[1143] In the headset type terminal 314, a reception output process is performed by the processor 46. A reception output program 60 is stored in the storage 50. The processor 46 reads the reception output program 60 from the storage 50 and executes the read reception output program 60 on the RAM 48. The reception output process is realized by the processor 46 operating as the control unit 46A in accordance with the reception output program 60 executed on the RAM 48.

[1144] Next, a description will be given of the identification process performed by the identification processing unit 290 of the data processing device 12. In the following description, the data processing device 12 will be referred to as the "server" and the headset type terminal 314 will be referred to as the "terminal."

[1145] The present invention relates to a system that enables a user to efficiently resolve problems with a newly purchased information processing device such as a smartphone. Specific embodiments for implementing the system of the present invention will be described below.

[1146] System configuration

[1147] The system consists of the following elements:

[1148] 1. User device application ("Smartphone Solution" app)

[1149] 2. Server (backend system with ChatGPT)

[1150] 3. Call Center and Registered Store Database

[1151] Program Details

[1152] User terminal application

[1153] 1. Collection of User Information

[1154] When a user initially sets up a new information processing device, the "Smartphone Solution" app is automatically installed.

[1155] When the device launches the app, it asks the user for some basic profile information, collecting information such as name, age, and smartphone experience.

[1156] This information is sent from the device to a server and used in future problem-solving procedures.

[1157] 2. Bug Report Interface

[1158] When a user opens the "Smartphone Solution" app and encounters a problem, an interface is provided for them to enter specific details about the problem.

[1159] For example, if a problem such as "I can't connect to the Internet" is entered, that information is sent to the server.

[1160] server

[1161] 1. Problem analysis and solution generation

[1162] The server analyzes the defect information received from the user using natural language processing.

[1163] Based on the analysis results, ChatGPT will generate relevant solutions, such as "check your Wi-Fi settings," "restart your router," or "turn on mobile data" for Internet connection issues.

[1164] The generated solutions are packaged in text, image, or video format.

[1165] 2. Submit your solution

[1166] The packaged solution is sent back from the server to the terminal.

[1167] View and implement solutions

[1168] 1. Providing solutions

[1169] The terminal displays the solution to the user.

[1170] It includes step-by-step instructions and images to help users understand the solution.

[1171] 2. Operation support

[1172] As users follow the solutions, the device will provide additional information or links (e.g., direct access to settings) as needed.

[1173] If the user is unable to resolve the issue, the contact details for the call center or the nearest registered store will also be displayed.

[1174] Gathering feedback and accumulating data

[1175] 1. Gathering feedback

[1176] After the user implements the provided solution, they are prompted to enter feedback on the success / failure of the solution.

[1177] This feedback information is sent from the terminal to the server.

[1178] 2. Recording in the database

[1179] The server records user feedback information in a database to help improve the system and algorithms in the future.

[1180] Specific examples

[1181] Example 1: Troubleshooting Wi-Fi connection issues

[1182] 1. Users

[1183] The user opens the "Smartphone Solution" app and enters "I can't connect to the Internet."

[1184] 2. Terminal

[1185] The input information is sent to the server.

[1186] 3. Server

[1187] The server analyzes the information and generates a solution in ChatGPT.

[1188] Possible solutions: "Open the Wi-Fi settings screen and make sure the network is correct," "Turn your router off and on again," "Try enabling mobile data."

[1189] 4. Terminal

[1190] The generated solution is displayed with an image, and the user follows the steps to perform the operation.

[1191] 5. Users

[1192] Follow the instructions and let us know if the problem is resolved.

[1193] 6. Server

[1194] Feedback information will be recorded in a database to help with future improvements.

[1195] This allows the user to efficiently resolve the problem, and avoids the hassle of visiting a store and having to wait for a long time. The present invention provides great convenience to users of information processing devices.

[1196] The processing flow will be explained below.

[1197] Step 1:

[1198] The user turns on the new information processing device and begins the initial setup. The device automatically installs the "Smartphone Solution" app.

[1199] Step 2:

[1200] When users open the app and go through the initial setup, the device asks a few simple questions to collect profile information, including their name, age, and smartphone experience.

[1201] Step 3:

[1202] The device sends the collected profile information to a server, which receives it and stores it in a database.

[1203] Step 4:

[1204] The user opens the "Smartphone Solution" app and inputs the current problem. For example, they report a problem like "I can't connect to the Internet."

[1205] Step 5:

[1206] The terminal transmits the defect information entered by the user to the server, which receives this information.

[1207] Step 6:

[1208] The server analyzes the received problem information using natural language processing, and then generates relevant solutions using ChatGPT based on the analysis results.

[1209] Step 7:

[1210] The server packages the generated solution in text, image, or video format and sends it to the device.

[1211] Step 8:

[1212] The device will then display the received solution to the user, which may include specific steps, images, links, etc.

[1213] Step 9:

[1214] The user follows the displayed solution and the device provides additional information or links if needed.

[1215] Step 10:

[1216] If the user is unable to resolve the issue, the device will display contact information for the call centre or the nearest registered store.

[1217] Step 11:

[1218] The user tries the provided solution and provides feedback to the app as to whether the problem was resolved.

[1219] Step 12:

[1220] The terminal sends the feedback information from the user to the server, which receives the feedback and records it in a database.

[1221] Step 13:

[1222] The feedback information collected by the server will be analyzed and used to improve the system and algorithms in the future.

[1223] Example 1

[1224] Next, a description will be given of Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the headset type terminal 314 will be referred to as a "terminal."

[1225] While high-performance information processing devices have become widespread in recent years, users are often troubled by their complex operation and malfunctions. To address this issue, a means to quickly and efficiently resolve the problem is required. However, with conventional systems, users must search the Internet themselves to find a solution or visit a store, which is time-consuming and labor-intensive.

[1226] The specific processing by the specific processing unit 290 of the data processing device 12 in the first embodiment is realized by the following means.

[1227] In this invention, the server includes a means for analyzing received defect information using natural language processing and generating a solution using a generative AI model, a means for sending the generated solution to the user in text, image, or video format, and a means including a database for recording feedback information for future improvements and algorithm refinement, thereby enabling users to quickly and efficiently resolve defects.

[1228] "User Profile Information" refers to basic personal and usage data about a user, such as name, age, and smartphone usage experience.

[1229] "Problem information" refers to detailed explanations and reports about problems or troubles that have occurred in the information processing device that the user is using.

[1230] A "server" is a computer system that receives and analyzes problem information sent by users, generates solutions, and resends them.

[1231] "Natural language processing" is a technology that allows computers to understand, analyze, and convert human language into an appropriate form.

[1232] "Generative AI model" refers to an artificial intelligence model used to suggest optimal solutions based on defect information.

[1233] "Solution" means specific steps or methods to resolve the issue reported by the User, including instructions in text, image, or video format.

[1234] "Feedback information" refers to information that a user reports on the results of implementing a provided solution.

[1235] "Database" refers to a system that stores collected feedback information and other related data for future improvements and algorithm refinement.

[1236] The present invention provides a system that allows users to efficiently troubleshoot problems with newly purchased information processing devices such as smartphones. This system consists of the following main components:

[1237] 1. User terminal application

[1238] 2. Server

[1239] 3. Call Center and Registered Store Database

[1240] User terminal application

[1241] Collection of User Information

[1242] When a user sets up a new information processing device for the first time, the "Smartphone Solution" app is automatically installed.

[1243] When the device launches the app, it asks the user for some basic profile information, including their name, age, and smartphone experience.

[1244] The terminal transmits the collected information to the server.

[1245] Bug Reporting Interface

[1246] If a user encounters a problem, they can report it by launching the "Smartphone Solution" app and entering the specific details of the problem.

[1247] For example, if a problem such as "I can't connect to the Internet" is entered, that information is sent to the server.

[1248] server

[1249] problem analysis

[1250] The server receives the defect information sent by the user and analyzes it using natural language processing technology.

[1251] Specifically, identify the main problem and extract relevant data.

[1252] Solution Generation

[1253] Based on the analysis results, the server generates a solution using a generative AI model.

[1254] For example, specific steps such as "Check your Wi-Fi settings," "Try restarting your router," and "Turn on mobile data" will be generated.

[1255] Solution packaging

[1256] The server packages the generated solutions in text, image or video format for easy comprehension.

[1257] Submit a solution

[1258] The server transmits the packaged solution to the user terminal.

[1259] Solution provision and operation support

[1260] View and implement solutions

[1261] The terminal displays the received solution to the user, and it includes specific steps and images so that the user can easily understand it.

[1262] Operation Support

[1263] As the user follows the solution, the device will provide additional information or links (e.g., shortcuts to settings screens) as needed.

[1264] If the user is unable to resolve the issue, the device will also display contact information for the call centre or the nearest registered store.

[1265] Gathering feedback and accumulating data

[1266] Gathering feedback

[1267] After the user implements the solution, they are prompted to provide feedback on whether the problem was solved, for example, in the form of a question: "Did this solve your problem?"

[1268] Recording in the database

[1269] The terminal transmits feedback information from the user to the server.

[1270] The server records the received feedback information in a database to help improve the system and algorithms in the future.

[1271] Specific examples

[1272] Example 1: Troubleshooting Wi-Fi connection issues

[1273] 1. The user opens the "Smartphone Solution" app and enters "I can't connect to the Internet."

[1274] 2. The device sends the input information to the server.

[1275] 3. The server analyzes the information and generates a solution using a generative AI model, such as "Open the Wi-Fi settings screen and check if the network is correct," "Turn the router off and on again," or "Turn on mobile data and try again."

[1276] 4. The terminal displays the generated solution with an image, and the user follows the steps to perform the operation.

[1277] 5. The user follows the instructions and provides feedback on whether the problem was resolved.

[1278] 6. The server will record the feedback information in a database to help improve the system in the future.

[1279] Example prompt: Open the "Mobile Phone Solution" app, enter "No Internet connection," and follow the suggested solutions. Please let us know if the problem was resolved in the feedback section.

[1280] This allows the user to efficiently solve the problem and smoothly use the information processing device.

[1281] The flow of the identification process in the first embodiment will be described with reference to FIG.

[1282] Step 1: Collect user information

[1283] Input: A user initializes a new information processing device.

[1284] How it works: When a user sets up the device for the first time, the "Smartphone Solution" app is automatically installed on the device.

[1285] Data processing: When a user launches the app, the device asks the user for simple profile information such as name, age, smartphone usage experience, etc. The user then enters this information.

[1286] Output: The collected profile information is sent from the device to the server.

[1287] Step 2: Bug Report Interface

[1288] Input: A user experiences a glitch with their smartphone.

[1289] How it works: The user launches the "Smartphone Solution" app and enters the specific details of the problem.

[1290] Data processing: For example, the user enters detailed information about the problem, such as "I can't connect to the Internet."

[1291] Output: The failure information is sent from the device to the server.

[1292] Step 3: Problem analysis

[1293] Input: The server receives the failure information.

[1294] Operation: The server analyzes defect information using natural language processing.

[1295] Data calculation: The server identifies the main problem and extracts the relevant data.

[1296] Output: Analysis results are generated.

[1297] Step 4: Generate a solution

[1298] Input: The server receives the analysis results.

[1299] How it works: The server uses a generative AI model to generate a solution based on the analysis results.

[1300] Data calculations: For example, it suggests specific steps to check your Wi-Fi settings, restart your router, or turn mobile data on or off.

[1301] Output: Generated solutions are generated.

[1302] Step 5: Packaging the solution

[1303] Input: Receives the server-generated solution.

[1304] How it works: The server packages the solution in text, image or video format.

[1305] Data processing: Create a package that includes specific instructions and screenshots of the setup screen.

[1306] Output: A packaged solution is completed.

[1307] Step 6: Submit your solution

[1308] Input: The server receives the packaged solution.

[1309] Operation: The server sends a solution package to the user's device.

[1310] Output: The device receives the solution.

[1311] Step 7: View and implement solutions

[1312] Input: The device receives the transmitted solution.

[1313] What it does: The device displays the solution to the user, providing detailed instructions in text, image, or video format.

[1314] Output: The user confirms the displayed solution.

[1315] Step 8: Operational Support

[1316] Input: The user acts on the solution.

[1317] What it does: The device will provide additional information or links (e.g., shortcuts to settings) as needed.

[1318] Output: The user performs an action to resolve the issue.

[1319] Step 9: Gather feedback

[1320] Input: After the user implements the solution, they provide feedback on the results.

[1321] What it does: The user enters feedback information in response to a question such as "Did this solve your problem?"

[1322] Output: Feedback information is sent from the device to the server.

[1323] Step 10: Record in the database

[1324] Input: The server receives the feedback information sent.

[1325] How it works: The server records your feedback information in a database, which helps improve our algorithms and the system in the future.

[1326] Output: Feedback information is stored in a database.

[1327] This allows users to quickly and efficiently resolve any issues they may encounter.

[1328] (Application example 1)

[1329] Next, a description will be given of Application Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the headset type terminal 314 will be referred to as a "terminal."

[1330] The problem is that there is no efficient solution for problems with newly purchased information processing equipment. In particular, problems and malfunctions that occur in specific work environments cannot be dealt with quickly and appropriately, which can cause work to stagnate and reduce efficiency. In addition, because solutions are presented only in text format, there is a lack of visual and auditory support, making it difficult for users to understand.

[1331] The specific processing by the specific processing unit 290 of the data processing device 12 in the application example 1 is realized by the following means.

[1332] In this invention, the server includes means for collecting user attribute information, means for transmitting defect information entered by the user to a central processing unit, means for analyzing the defect information received by the central processing unit using natural language processing and generating a solution, means for transmitting the generated solution to the user, means for displaying the transmitted solution to the user and allowing the user to operate in accordance with the solution, means for transmitting feedback information from the user to the central processing unit, means for providing a defect reporting interface in a specific business environment, means for presenting the generated solution with visual and auditory support, and means for recording the success rate of problem resolution in the business environment in a database, thereby making it possible to quickly and accurately resolve defects that interfere with business operations and improve business efficiency.

[1333] An "information processing device" is an electronic device for collecting, processing, storing, and displaying data.

[1334] "Attribute information" is data that indicates characteristics of a user, such as age, experience, and name.

[1335] "Central processing unit" refers to the server or back-end system that analyzes defect information and generates solutions.

[1336] "Natural language processing" is the technology that understands, analyzes, and generates solutions to human language.

[1337] "Fault information" is data entered by the user that indicates the details of a problem or abnormality in a device or system.

[1338] "Visual and audio support" refers to the ability to provide images, video and audio instructions to aid in understanding a solution.

[1339] "Business environment" refers to the location or situation where a specific task is performed, such as a logistics center or factory.

[1340] "Feedback information" refers to data and opinions about the success / failure of a solution provided by a user after the problem has been solved.

[1341] A "database" is a system for collecting, storing, and managing data.

[1342] The "fault reporting interface" is a user interface for the user to input information about a fault that has occurred.

[1343] "Solution" refers to the specific method or procedure for dealing with the problem.

[1344] System configuration

[1345] A system for implementing the present invention comprises the following elements:

[1346] 1. Information processing device (smartphone or tablet)

[1347] 2. Central Processing Unit (Server)

[1348] 3. User Interface (Bug Reporting Interface)

[1349] 4. Database

[1350] User Interface

[1351] Users input their problems using an information processing device. The user interface is designed to be intuitive and easy to use, and provides a field for entering specific problems, such as "my barcode scanner isn't working."

[1352] Central Processing Unit Functions

[1353] The central processing unit is equipped with generative AI models such as ChatGPT to perform natural language processing. The defect information entered by the user is automatically sent to the central processing unit, where the problem is analyzed using natural language processing. Based on the analysis results, relevant solutions are generated.

[1354] Solution Generation

[1355] The central processing unit presents the generated solution with visual and auditory support. Visual support includes images or videos illustrating the steps, while auditory support includes audio prompts. For example, "Check the batteries in your barcode scanner" or "Try restarting your scanner."

[1356] Feedback and Database

[1357] After the user follows the proposed solution, an interface is displayed for providing feedback information, which is sent to the central processing unit and stored in a database, allowing for continuous improvement of the system.

[1358] Examples of implementation in specific business environments

[1359] For example, in a distribution center, staff can use this system to quickly report and resolve problems with barcode scanners or inventory management systems. As a specific example, if a user enters "The barcode scanner isn't working," the central processing unit will generate solutions such as "Please check the barcode scanner's battery" or "Please try restarting the scanner," and present them with visual and auditory support.

[1360] Prompt Sentence Examples

[1361] The prompts for specific problem input from the user are as follows:

[1362] "The user has typed, 'My barcode scanner isn't working.' Please provide a solution to this problem."

[1363] In this way, providing a solution that includes both visual and auditory support allows for quick and effective problem solving in the work environment.

[1364] The flow of the specific processing in the application example 1 will be described with reference to FIG.

[1365] Step 1:

[1366] The user uses an information processing device to input defect information, for example, by entering specific details of the problem, such as "The barcode scanner is not working."

[1367] Input: User's problem information (e.g. "The barcode scanner isn't working")

[1368] Output: Failure information is sent to the central processing unit.

[1369] Step 2:

[1370] The terminal transmits the defect information from the user to the central processing unit (server).

[1371] Input: User-entered defect information

[1372] Output: The fault information is sent to the central processing unit.

[1373] Step 3:

[1374] The server uses natural language processing technology (generative AI models such as ChatGPT) to analyze the received defect information.

[1375] Input: Bug information

[1376] Processing: Using a generative AI model, we perform text analysis to understand the nature of the defect.

[1377] Output: Analysis results

[1378] Step 4:

[1379] Based on the analysis results, the server generates an appropriate solution using a generative AI model such as ChatGPT.

[1380] Input: Analysis results

[1381] Processing: Enter a prompt sentence into the ChatGPT model and generate a solution (e.g., "The user entered 'My barcode scanner isn't working.' Please provide a solution to this problem.")

[1382] Output: Generated solution

[1383] Step 5:

[1384] The server transmits the generated solution to the information processing device with visual and audio support.

[1385] Input: Generated solution

[1386] Output: The solution is sent to the information processing device and presented with visual and auditory support.

[1387] Step 6:

[1388] The terminal displays the submitted solutions to the user with visual and audio support.

[1389] Input: Solution (text, image, video, audio)

[1390] Output: The user can see and hear the proposed solution.

[1391] Step 7:

[1392] The user performs an operation based on the solution and provides feedback on the result of applying the solution, for example, by inputting feedback information such as "Solved" or "There is still a problem."

[1393] Input: User feedback information

[1394] Output: Feedback information is sent to the terminal.

[1395] Step 8:

[1396] The terminal transmits the feedback information from the user to the central processing unit.

[1397] Input: User feedback information

[1398] Output: Feedback information is sent to the central processing unit.

[1399] Step 9:

[1400] The server records the received feedback information in a database to help improve the success rate of problem resolution and the system.

[1401] Input: User feedback information

[1402] Processing: The feedback information is stored in a database and analyzed.

[1403] Output: The accumulated data is used to improve business efficiency and systems.

[1404] Furthermore, an emotion engine that estimates the user's emotion may be further combined. That is, the identification processing unit 290 may estimate the user's emotion using the emotion identification model 59, and perform identification processing using the user's emotion.

[1405] The present invention combines an emotion engine with a system that allows users to efficiently resolve problems in newly purchased information processing devices, and is composed of the following elements:

[1406] 1. User device application ("Smartphone Solution" app)

[1407] 2. Server (backend system with ChatGPT and emotion engine)

[1408] 3. Call Center and Registered Store Database

[1409] System configuration

[1410] User terminal application

[1411] 1. Collection of User Information

[1412] When you set up a new information processing device for the first time, the "Smartphone Solution" app is automatically installed.

[1413] After initial setup, the app launches and asks a few simple questions to gather profile information, including your name, age, and smartphone experience.

[1414] The collected information is sent from the terminal to a server.

[1415] 2. Bug Reports and Interface

[1416] When a user opens the "Smartphone Solution" app and encounters a problem, an interface is provided for entering specific details of the problem.

[1417] For example, a problem such as "I can't connect to the Internet" is reported and the information is sent to the server.

[1418] server

[1419] 1. Problem analysis and solution generation

[1420] The server analyzes the defect information received from the user using natural language processing.

[1421] Based on the analysis results, ChatGPT will generate relevant solutions, such as "check your Wi-Fi settings," "restart your router," or "turn on mobile data" for Internet connection issues.

[1422] The generated solution is packaged in text, image, or video format and sent to the device.

[1423] 2. Functions of the Emotion Engine

[1424] The server is equipped with an emotion engine that recognizes emotions from user input and actions.

[1425] Based on the recognized emotions, the system adjusts the solution to reduce the user's stress. For example, if the user is feeling stressed, the system will explain the solution more carefully and prioritize displaying contact information for the call center or registered stores.

[1426] A solution, including the results of sentiment analysis, is sent to the device.

[1427] View and implement solutions

[1428] 1. Providing solutions

[1429] The device displays the solution sent from the server to the user, which may include specific steps, images, links, etc.

[1430] Based on the emotion recognition results, special notes and additional support are also displayed.

[1431] 2. Operation support

[1432] As users follow the solutions, the device will provide additional information or links (e.g., direct access to settings) as needed.

[1433] If the user is unable to resolve the issue, the device will display contact information for the call centre or the nearest registered store.

[1434] Gathering feedback and accumulating data

[1435] 1. Gathering feedback

[1436] After the user implements the provided solution, they are prompted to enter feedback on the success / failure of the solution.

[1437] This feedback information is sent from the terminal to the server.

[1438] 2. Recording in the database

[1439] The server records user feedback information and emotion recognition results in a database to help improve the system and algorithms in the future.

[1440] Specific examples

[1441] Example 1: Wi-Fi connection problem solving and emotion recognition

[1442] 1. Users

[1443] The user opens the "Smartphone Solution" app and enters "I can't connect to the Internet."

[1444] 2. Terminal

[1445] The input information is sent to the server.

[1446] 3. Server

[1447] The server analyzes the problem information and generates a solution in ChatGPT.

[1448] Possible solutions: "Open the Wi-Fi settings screen and make sure the network is correct," "Turn your router off and on again," "Try enabling mobile data."

[1449] If the server's emotion engine determines from the user's input that they are feeling stressed, it will provide a more detailed explanation of the solution and, if necessary, will also display the contact information for the call center preferentially.

[1450] 4. Terminal

[1451] The generated solution is displayed with an image, and the user follows the steps to perform the operation.

[1452] 5. Users

[1453] Follow the instructions and let us know if the problem is resolved.

[1454] 6. Server

[1455] Feedback information and emotion recognition results are recorded in a database for future improvements.

[1456] This allows the user to efficiently solve the problem and reduce emotional stress. The present invention provides great convenience and comfort to users of information processing devices.

[1457] The processing flow will be explained below.

[1458] Step 1:

[1459] The user turns on the new information processing device and begins the initial setup. The device automatically installs the "Smartphone Solution" app.

[1460] Step 2:

[1461] The device launches the "Smartphone Solution" app, which asks the user profile information such as their name, age, and smartphone usage experience in the form of questions.

[1462] Step 3:

[1463] The device sends the collected profile information to a server, which receives it and stores it in a database.

[1464] Step 4:

[1465] The user opens the "Smartphone Solution" app and enters the current problem (e.g., "I can't connect to the Internet").

[1466] Step 5:

[1467] The terminal transmits the defect information input by the user to the server, which receives this information.

[1468] Step 6:

[1469] The server analyzes the received problem information using natural language processing (NLP), and generates relevant solutions using ChatGPT based on the analysis results.

[1470] Step 7:

[1471] The server packages the generated solution in text, image, or video format, and then uses an emotion engine to analyze the user's emotional state and adjust the solution as needed—for example, by including a more detailed explanation or additional support information if the user is feeling stressed.

[1472] Step 8:

[1473] The server sends the adjusted solution to the terminal.

[1474] Step 9:

[1475] The device receives a solution and displays it to the user, including specific steps, images, links, and, if necessary, additional supporting information provided by the emotion engine.

[1476] Step 10:

[1477] The user follows the suggested solutions, such as checking Wi-Fi settings, restarting the router, or turning on mobile data.

[1478] Step 11:

[1479] If the user is unable to resolve the issue, the device will display contact information for the call centre or the nearest registered store.

[1480] Step 12:

[1481] The user tries a solution and then provides feedback to the app about whether the problem was resolved.

[1482] Step 13:

[1483] The terminal sends the feedback information from the user to the server, which receives the feedback and records it in a database.

[1484] Step 14:

[1485] The server analyzes the feedback information and emotion recognition results collected to help improve the system and algorithms.

[1486] Example 2

[1487] Next, a description will be given of Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the headset type terminal 314 will be referred to as a "terminal."

[1488] It is difficult for users to efficiently troubleshoot problems with newly purchased information processing devices, and there is also a lack of means to reduce the stress users feel during the troubleshooting process.

[1489] The specific processing by the specific processing unit 290 of the data processing device 12 in the second embodiment is realized by the following means.

[1490] In this invention, the server includes means for analyzing the defect information using natural language processing and generating a solution, means for recognizing and adjusting the user's emotion using an emotion engine for the solution, and means for transmitting the generated solution to the terminal, thereby enabling the user to efficiently resolve the defect and reduce emotional stress.

[1491] An "information processing terminal" is an electronic device or computer equipment operated by a user.

[1492] "Personal information" refers to personal data such as the user's name, age, and smartphone usage experience.

[1493] "Problem information" is details of problems or errors that a user experiences while using an information processing terminal.

[1494] A "server" is a remote computer system for processing and storing data.

[1495] "Natural language processing" is a technology for analyzing and understanding human language.

[1496] A "solution" is a specific procedure or method for solving the problem the user is facing.

[1497] An "emotion engine" is a technology for recognizing and analyzing emotions from user text input and behavior.

[1498] "Additional Information" is any supplemental data or links the user needs during the troubleshooting process.

[1499] "Feedback information" refers to the user's evaluation and impressions of the provided solution.

[1500] A "database" is a collection of data that stores information systematically and makes it searchable.

[1501] The present invention relates to a system that allows a user to efficiently solve problems with a newly purchased information processing terminal. The system includes a user terminal, a server, and a database of a call center or registered store.

[1502] User terminal application

[1503] When a user purchases a new information processing device and performs initial setup, a "problem solving" application is automatically installed. This application provides the following functions:

[1504] 1. Collection of User Information

[1505] After initial setup, the user launches the "problem solving" application and enters personal information such as name, age, and usage experience.

[1506] The terminal transmits the collected information to the server.

[1507] 2. Bug Reports and Interface

[1508] The user opens the "problem-solving" application and enters the specific details of the problem they are having, such as "I can't connect to the Internet."

[1509] The terminal transmits the entered defect information to the server.

[1510] server

[1511] The server serves as the central point for data processing and system control.

[1512] 1. Analysis of defect information

[1513] The server analyzes the received error information using natural language processing technology. ChatGPT is used as a specific example of this technology.

[1514] 2. Solution Generation

[1515] The server generates multiple solutions based on the analysis results, such as specific steps such as "check your Wi-Fi settings," "restart your router," and "turn on mobile data."

[1516] 3. Emotion recognition and regulation

[1517] The server uses an emotion engine to recognize emotions from the user's input and behavior and adjust the generated solution accordingly, for example, explaining the solution in more detail if the user is feeling stressed and providing contact information for a call center or store if necessary.

[1518] 4. Submit your solution

[1519] The server sends the generated solution to the terminal in text, image, or video format.

[1520] View and implement solutions

[1521] The device displays the solution sent from the server to the user, and the user is guided through the steps. Additional information and links are provided along the way. If the problem cannot be resolved, contact information for the call center or the nearest store is also displayed.

[1522] Gathering feedback and accumulating data

[1523] After following the provided solution, the user inputs feedback on the success or failure of the solution. This information is sent from the device to the server. The server records the feedback information and emotion recognition results in a database, and this data will be used to improve the system and algorithms in the future.

[1524] Specific examples

[1525] 1. Report a bug

[1526] The user opens the "Problem Solving" application and types "No Internet Connection."

[1527] 2. Information Transmission

[1528] The terminal transmits this input information to the server.

[1529] 3. Problem analysis and solution generation

[1530] The server analyzes the problem information and generates a solution in ChatGPT.

[1531] For example, "Open the Wi-Fi settings screen and check if the network is correct," "Restart the router," "Enable mobile data."

[1532] 4. Emotion recognition

[1533] If the server's emotion engine detects stress from user input, it will provide a more detailed explanation and, if necessary, display contact information for the call center.

[1534] 5. Displaying the Solution

[1535] The terminal displays the generated solution to the user.

[1536] 6. Controls and Feedback

[1537] The user follows the steps and provides feedback on whether the problem was resolved.

[1538] Prompt Sentence Examples

[1539] Enter "No Internet connection" in the "Problem Solver" application to view solutions.

[1540] The present invention is a system that enables users to efficiently solve problems and reduce emotional stress by linking these functions.

[1541] The flow of the identification process in the second embodiment will be described with reference to FIG.

[1542] (System program processing flow)

[1543] Step 1: Collect user information

[1544] The device automatically installs a "problem-solving" application when a new information processing device is initially set up.

[1545] After initial setup, the user launches the application and enters personal information such as name, age, and usage experience.

[1546] The terminal collects and compiles the user information and transmits it to the server.

[1547] Input: Personal information such as name, age, experience, etc.

[1548] Data processing: Convert the collected information into JSON format.

[1549] Output: Data parcel to send to the server.

[1550] Step 2: Report the bug and provide the interface

[1551] The user opens the "problem solving" application and enters the details of the problem that occurred.

[1552] The terminal transmits the entered defect information to the server.

[1553] Input: Problem information such as "Cannot connect to the Internet."

[1554] Data processing: The defect details are organized as text data and packaged.

[1555] Output: The failure information sent to the server.

[1556] Step 3: Analyze the defect information

[1557] The server analyzes the error information received using natural language processing technology, including ChatGPT.

[1558] Input: Text data of the defect information sent to the server.

[1559] Data calculation: Analyze using ChatGPT to identify the cause of the problem.

[1560] Output: Information identifying the cause of the problem based on the analysis results.

[1561] Step 4: Generate a solution

[1562] The server generates a solution based on the analysis results, which is provided as a multi-step solution.

[1563] Input: Specific information about the cause of the problem.

[1564] Data calculation: ChatGPT will automatically generate solutions, such as "check Wi-Fi settings", "restart router", "turn on mobile data", etc.

[1565] Output: A list of solutions.

[1566] Step 5: Emotion recognition and regulation

[1567] The server uses an emotion engine to recognize emotions from user input and actions and adjust the generated solutions.

[1568] Input: User input information and behavioral data.

[1569] Data calculation: Emotion recognition by the emotion engine. For example, determining whether you are feeling stressed.

[1570] Output: Based on the recognized sentiment, a polite explanation or call center contact information.

[1571] Step 6: Submit your solution

[1572] The server generates and adjusts the solution and sends it to the device. The solution can be in the form of text, image, or video.

[1573] Input: Adjusted solution data.

[1574] Data processing: Selection and packaging of solution data formats (text, images, videos).

[1575] Output: The solution package sent to the terminal.

[1576] Step 7: View the solution

[1577] The device displays the solution sent from the server to the user, who then follows the specific steps on the screen to perform the operation.

[1578] Input: The submitted solution package.

[1579] Data processing: The solution data is analyzed for display on the user screen and presented in a format that is easy for the user to understand.

[1580] Output: The solution displayed to the user.

[1581] Step 8: Operational Support

[1582] The device provides additional information or links (e.g., direct links to settings) that the user needs to follow the solution.

[1583] Input: User operation status.

[1584] Data processing: Generate real-time support information according to the operating situation.

[1585] Output: Display of additional supporting information.

[1586] Step 9: Gather feedback

[1587] After the user implements the provided solution, he / she inputs feedback on success / failure, and the terminal sends this feedback information to the server.

[1588] Input: Feedback information about success or failure.

[1589] Data processing: Organizing and packaging feedback information.

[1590] Output: Feedback data sent to the server.

[1591] Step 10: Record in the database

[1592] The server records user feedback and emotion recognition results in a database, which will be used to improve the system and algorithms in the future.

[1593] Input: Feedback information and emotion recognition results.

[1594] Data processing: Data organization and registration in a database.

[1595] Output: Feedback data and emotion recognition results registered in the database.

[1596] (Application example 2)

[1597] Next, a description will be given of Application Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the headset type terminal 314 will be referred to as a "terminal."

[1598] Users of modern information processing devices are looking for ways to quickly and efficiently address the wide variety of problems that arise after purchasing a product. It is important to provide smooth support while reducing user stress. Furthermore, customer support in brick-and-mortar stores is increasingly being required to provide more sophisticated support, such as directing customers to specific locations within the store or calling staff. Conventional systems have struggled to address these complex needs.

[1599] The specific processing by the specific processing unit 290 of the data processing device 12 in Application Example 2 is realized by the following means. In this invention, the server includes a means for recognizing a user's emotion and adjusting a solution based on that emotion, a means for a user to report a problem in the store and provide a solution in real time to enhance user support in the physical store, and a means for guiding the user to a specific location in the store or calling support staff based on the solution. This reduces user stress and enables quick and accurate problem resolution. It also makes it possible to enhance customer support in the physical store and improve user satisfaction.

[1600] An "information processing device" is an electronic device for processing data, such as a computer, smartphone, or tablet.

[1601] "User profile information" is basic information about a user, such as the user's name, age, and purchase information.

[1602] "Problem information" is specific content of problems or troubles that a user has encountered while using an information processing device.

[1603] A "server" is a computer system that manages and processes data and provides services over a network.

[1604] "Natural language processing" is a technology for understanding and analyzing human language and generating appropriate responses.

[1605] A "solution" is a specific procedure or method for solving a problem reported by a user.

[1606] An "emotion engine" is a technology that recognizes emotions from user input and behavior and responds appropriately based on those emotions.

[1607] "Physical store support" is a support system that strengthens customer support within physical stores and resolves problems related to products and services on the spot.

[1608] "Feedback information" refers to the results of a user implementing a provided solution, as well as their impressions and opinions during the process.

[1609] "Support staff" are specialized personnel who assist users in resolving problems at physical stores or call centers.

[1610] "Guidance to a specific location" means providing guidance to a specific location within the store that is necessary for the user to implement a solution.

[1611] "Real-time solution provision" means generating and providing a solution immediately when a user reports a problem.

[1612] The present invention provides a user support system using an information processing device in a physical store. The present invention comprises the following elements.

[1613] 1. User terminal application

[1614] Collect user profile information and accept bug reports.

[1615] Provides an interface to enhance customer support within physical stores.

[1616] 2. Server

[1617] A solution is generated using natural language processing based on the input defect information.

[1618] The emotion engine recognizes the user's emotions and adjusts the response.

[1619] 3. The process for reporting bugs and providing solutions

[1620] When a user reports a problem in the device app, the information is sent to the server.

[1621] The server analyzes the problem information using natural language processing technology (such as ChatGPT) and generates the optimal solution.

[1622] Solutions are provided to users in the form of text, images and videos.

[1623] The emotion engine recognizes the user's emotions, and if the stress level is high, it will provide a more detailed explanation and instructions on how to contact support staff at the physical store.

[1624] 4. Operation support

[1625] When the user follows the provided solution, they will be guided to a specific location within the store or a support staff member will be called.

[1626] If the solution does not resolve the issue, additional support contact information is provided.

[1627] 5. Gathering Feedback

[1628] After the user implements the solution, the user inputs feedback information (success / failure of the solution, impressions, etc.).

[1629] Your feedback will be sent to the server and used to improve the service in the future.

[1630] Hardware and software used

[1631] Hardware: Smartphones, tablets, sensors (installed in stores)

[1632] Software: Natural Language Processing (NLP) technology (ChatGPT), emotion engine, dedicated database, real-time feedback system

[1633] Specific examples

[1634] Example 1: Question about product operation

[1635] 1. User:

[1636] In a physical store, open the "Store Support" app and enter "I don't know how to use this camera."

[1637] 2. Terminal:

[1638] This information is sent to the server.

[1639] 3. Server:

[1640] The server parses your input and generates a solution in ChatGPT, such as "Press the camera's power button for 3 seconds, then press the mode selection button to confirm your settings."

[1641] The emotion engine recognizes frustration from user input.

[1642] 4. Terminal:

[1643] The generated solution is displayed with an image, and the app gently guides users by saying, "Staff members are nearby, so please let us know if you need help."

[1644] 5. User:

[1645] Follow the instructions and let us know if the problem is resolved.

[1646] 6. Server:

[1647] Feedback and emotion recognition results are recorded in a database for future improvements.

[1648] Example prompt sentence:

[1649] If you're unsure how to use your new camera, use the app to report a problem. To reduce frustration, the emotion engine will support you and provide clear, step-by-step instructions.

[1650] The flow of the specific processing in the application example 2 will be described with reference to FIG.

[1651] (Program processing steps)

[1652] Step 1:

[1653] The user launches the "Store Support" app on their device and enters details of the problem. The user's input includes the specific problem (e.g., "I don't know how to operate the camera"). The input information is sent from the device to the server.

[1654] Input:Detailed information about the problem

[1655] Output: Data sent to the server

[1656] Specific operation: The user enters the problem description into the app's input field and taps the send button, which sends the information to the server.

[1657] Step 2:

[1658] The server analyzes the received defect information using natural language processing technology (ChatGPT) and generates an appropriate solution. At the same time, it also analyzes the user's emotions using an emotion engine.

[1659] Input: User's problem information

[1660] Output: Solution generation and sentiment analysis results

[1661] How it works: The server uses an NLP model (ChatGPT) to analyze the text and generate appropriate solutions in the form of text, images, or videos. The emotion engine reads the user's emotions from the text and the results are also returned at the same time.

[1662] Step 3:

[1663] The server sends the generated solution and the sentiment analysis results to the user, who then displays the solution in text, image, or video format on the device.

[1664] Input: Generated solutions and sentiment analysis results

[1665] Output: Data sent to the user terminal

[1666] Specific operation: The server generates content (text, images, video) and packages it, then sends it over the network to the user's device, which receives it and displays it to the user in the appropriate format.

[1667] Step 4:

[1668] The user follows the solutions displayed on the device, and the content also includes additional information such as "There is a staff member nearby, so please let us know if you need help."

[1669] Input: Solution display content

[1670] Output: User operation result

[1671] Specific operation: The user follows the instructions displayed on the device to try to operate the camera in a physical store. If necessary, they can ask for help from nearby support staff.

[1672] Step 5:

[1673] The user inputs the results of the solution as feedback and sends it to the server. The feedback includes whether the solution was successful or not and their impressions.

[1674] Input: User feedback information

[1675] Output: Data sent to the server

[1676] Specific operation: The user enters the results of their operation and their impressions in the feedback field of the app, and then taps the send button, which sends the information to the server.

[1677] Step 6:

[1678] The feedback information and emotion recognition results received by the server are recorded in a database to help improve the system and services in the future.

[1679] Input: User feedback information and emotion recognition results

[1680] Output: Record data to database

[1681] Specific operation: The server analyzes the feedback data sent and stores the relevant information in a database, which will be used to reflect the next update of the system.

[1682] The above are the specific processing steps of the program in the user support system for a physical store.

[1683] The specific processing unit 290 transmits the result of the specific processing to the headset type terminal 314. In the headset type terminal 314, the control unit 46A causes the speaker 240 and the display 343 to output the result of the specific processing. The microphone 238 acquires audio indicating a user input regarding the result of the specific processing. The control unit 46A transmits audio data indicating the user input acquired by the microphone 238 to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the audio data.

[1684] The data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of the data generation model 58 is ChatGPT (Internet Search<URL: https: / / openai.com / blog / chatgpt> ), Gemini (Internet search <url: https: gemini.google.com ?hl="ja">) and other generation AIs. The data generation model 58 is obtained by performing deep learning on a neural network. A prompt including an instruction is input to the data generation model 58, and inference data such as voice data indicating voice, text data indicating text, and image data indicating an image is also input. The data generation model 58 performs inference on the input inference data in accordance with the instruction indicated by the prompt, and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization.

[1685] In the above embodiment, an example was given in which the specific processing is performed by the data processing device 12, but the technology of the present disclosure is not limited to this, and the specific processing may be performed by the headset type terminal 314.

[1686] [Fourth embodiment]

[1687] FIG. 7 shows an example of the configuration of a data processing system 410 according to the fourth embodiment.

[1688] 7, a data processing system 410 includes a data processing device 12 and a robot 414. An example of the data processing device 12 is a server.

[1689] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 is an example of a "computer" according to the technology of the present disclosure. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, the RAM 30, and the storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a WAN (Wide Area Network) and / or a LAN (Local Area Network).

[1690] The robot 414 includes a computer 36, a microphone 238, a speaker 240, a camera 42, a communication I / F 44, and a control target 443. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The microphone 238, the speaker 240, the camera 42, and the control target 443 are also connected to the bus 52.

[1691] The microphone 238 receives instructions and the like from the user 20 by receiving voice uttered by the user 20. The microphone 238 captures the voice uttered by the user 20, converts the captured voice into audio data, and outputs it to the processor 46. The speaker 240 outputs audio in accordance with instructions from the processor 46.

[1692] Camera 42 is a small digital camera equipped with an optical system including a lens, aperture, and shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor, and captures images of the surroundings of user 20 (for example, an imaging range defined by an angle of view equivalent to the field of vision of a typical healthy person).

[1693] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 are responsible for the exchange of various information between the processor 46 and the processor 28 via the network 54. The exchange of various information between the processor 46 and the processor 28 using the communication I / Fs 44 and 26 is carried out in a secure state.

[1694] The control object 443 includes a display device, LEDs in the eyes, and motors for driving the arms, hands, and feet. The posture and gestures of the robot 414 are controlled by controlling the motors of the arms, hands, and feet. Some of the emotions of the robot 414 can be expressed by controlling these motors. In addition, the facial expressions of the robot 414 can also be expressed by controlling the light emission state of the LEDs in the eyes of the robot 414.

[1695] Fig. 8 shows an example of the main functions of the data processing device 12 and the robot 414. As shown in Fig. 8, in the data processing device 12, a specific process is performed by the processor 28. A specific process program 56 is stored in the storage 32.

[1696] The specific processing program 56 is an example of a "program" according to the technology of the present disclosure. The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[1697] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[1698] In the robot 414, the processor 46 performs the reception output process. A reception output program 60 is stored in the storage 50. The processor 46 reads the reception output program 60 from the storage 50 and executes the read reception output program 60 on the RAM 48. The reception output process is realized by the processor 46 operating as the control unit 46A in accordance with the reception output program 60 executed on the RAM 48.

[1699] Next, a description will be given of the specific processing performed by the specific processing unit 290 of the data processing device 12. In the following description, the data processing device 12 will be referred to as a "server" and the robot 414 will be referred to as a "terminal."

[1700] The present invention relates to a system that enables a user to efficiently resolve problems with a newly purchased information processing device such as a smartphone. Specific embodiments for implementing the system of the present invention will be described below.

[1701] System configuration

[1702] The system consists of the following elements:

[1703] 1. User device application ("Smartphone Solution" app)

[1704] 2. Server (backend system with ChatGPT)

[1705] 3. Call Center and Registered Store Database

[1706] Program Details

[1707] User terminal application

[1708] 1. Collection of User Information

[1709] When a user initially sets up a new information processing device, the "Smartphone Solution" app is automatically installed.

[1710] When the device launches the app, it asks the user for some basic profile information, collecting information such as name, age, and smartphone experience.

[1711] This information is sent from the device to a server and used in future problem-solving procedures.

[1712] 2. Bug Report Interface

[1713] When a user opens the "Smartphone Solution" app and encounters a problem, an interface is provided for them to enter specific details about the problem.

[1714] For example, if a problem such as "I can't connect to the Internet" is entered, that information is sent to the server.

[1715] server

[1716] 1. Problem analysis and solution generation

[1717] The server analyzes the defect information received from the user using natural language processing.

[1718] Based on the analysis results, ChatGPT will generate relevant solutions, such as "check your Wi-Fi settings," "restart your router," or "turn on mobile data" for Internet connection issues.

[1719] The generated solutions are packaged in text, image, or video format.

[1720] 2. Submit your solution

[1721] The packaged solution is sent back from the server to the terminal.

[1722] View and implement solutions

[1723] 1. Providing solutions

[1724] The terminal displays the solution to the user.

[1725] It includes step-by-step instructions and images to help users understand the solution.

[1726] 2. Operation support

[1727] As users follow the solutions, the device will provide additional information or links (e.g., direct access to settings) as needed.

[1728] If the user is unable to resolve the issue, the contact details for the call center or the nearest registered store will also be displayed.

[1729] Gathering feedback and accumulating data

[1730] 1. Gathering feedback

[1731] After the user implements the provided solution, they are prompted to enter feedback on the success / failure of the solution.

[1732] This feedback information is sent from the terminal to the server.

[1733] 2. Recording in the database

[1734] The server records user feedback information in a database to help improve the system and algorithms in the future.

[1735] Specific examples

[1736] Example 1: Troubleshooting Wi-Fi connection issues

[1737] 1. Users

[1738] The user opens the "Smartphone Solution" app and enters "I can't connect to the Internet."

[1739] 2. Terminal

[1740] The input information is sent to the server.

[1741] 3. Server

[1742] The server analyzes the information and generates a solution in ChatGPT.

[1743] Possible solutions: "Open the Wi-Fi settings screen and make sure the network is correct," "Turn your router off and on again," "Try enabling mobile data."

[1744] 4. Terminal

[1745] The generated solution is displayed with an image, and the user follows the steps to perform the operation.

[1746] 5. Users

[1747] Follow the instructions and let us know if the problem is resolved.

[1748] 6. Server

[1749] Feedback information will be recorded in a database to help with future improvements.

[1750] This allows the user to efficiently resolve the problem, and avoids the hassle of visiting a store and having to wait for a long time. The present invention provides great convenience to users of information processing devices.

[1751] The processing flow will be explained below.

[1752] Step 1:

[1753] The user turns on the new information processing device and begins the initial setup. The device automatically installs the "Smartphone Solution" app.

[1754] Step 2:

[1755] When users open the app and go through the initial setup, the device asks a few simple questions to collect profile information, including their name, age, and smartphone experience.

[1756] Step 3:

[1757] The device sends the collected profile information to a server, which receives it and stores it in a database.

[1758] Step 4:

[1759] The user opens the "Smartphone Solution" app and inputs the current problem. For example, they report a problem like "I can't connect to the Internet."

[1760] Step 5:

[1761] The terminal transmits the defect information entered by the user to the server, which receives this information.

[1762] Step 6:

[1763] The server analyzes the received problem information using natural language processing, and then generates relevant solutions using ChatGPT based on the analysis results.

[1764] Step 7:

[1765] The server packages the generated solution in text, image, or video format and sends it to the device.

[1766] Step 8:

[1767] The device will then display the received solution to the user, which may include specific steps, images, links, etc.

[1768] Step 9:

[1769] The user follows the displayed solution and the device provides additional information or links if needed.

[1770] Step 10:

[1771] If the user is unable to resolve the issue, the device will display contact information for the call centre or the nearest registered store.

[1772] Step 11:

[1773] The user tries the provided solution and provides feedback to the app as to whether the problem was resolved.

[1774] Step 12:

[1775] The terminal sends the feedback information from the user to the server, which receives the feedback and records it in a database.

[1776] Step 13:

[1777] The feedback information collected by the server will be analyzed and used to improve the system and algorithms in the future.

[1778] Example 1

[1779] Next, a description will be given of Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the robot 414 will be referred to as a "terminal."

[1780] While high-performance information processing devices have become widespread in recent years, users are often troubled by their complex operation and malfunctions. To address this issue, a means to quickly and efficiently resolve the problem is required. However, with conventional systems, users must search the Internet themselves to find a solution or visit a store, which is time-consuming and labor-intensive.

[1781] The specific processing by the specific processing unit 290 of the data processing device 12 in the first embodiment is realized by the following means.

[1782] In this invention, the server includes a means for analyzing received defect information using natural language processing and generating a solution using a generative AI model, a means for sending the generated solution to the user in text, image, or video format, and a means including a database for recording feedback information for future improvements and algorithm refinement, thereby enabling users to quickly and efficiently resolve defects.

[1783] "User Profile Information" refers to basic personal and usage data about a user, such as name, age, and smartphone usage experience.

[1784] "Problem information" refers to detailed explanations and reports about problems or troubles that have occurred in the information processing device that the user is using.

[1785] A "server" is a computer system that receives and analyzes problem information sent by users, generates solutions, and resends them.

[1786] "Natural language processing" is a technology that allows computers to understand, analyze, and convert human language into an appropriate form.

[1787] "Generative AI model" refers to an artificial intelligence model used to suggest optimal solutions based on defect information.

[1788] "Solution" means specific steps or methods to resolve the issue reported by the User, including instructions in text, image, or video format.

[1789] "Feedback information" refers to information that a user reports on the results of implementing a provided solution.

[1790] "Database" refers to a system that stores collected feedback information and other related data for future improvements and algorithm refinement.

[1791] The present invention provides a system that allows users to efficiently troubleshoot problems with newly purchased information processing devices such as smartphones. This system consists of the following main components:

[1792] 1. User terminal application

[1793] 2. Server

[1794] 3. Call Center and Registered Store Database

[1795] User terminal application

[1796] Collection of User Information

[1797] When a user sets up a new information processing device for the first time, the "Smartphone Solution" app is automatically installed.

[1798] When the device launches the app, it asks the user for some basic profile information, including their name, age, and smartphone experience.

[1799] The terminal transmits the collected information to the server.

[1800] Bug Reporting Interface

[1801] If a user encounters a problem, they can report it by launching the "Smartphone Solution" app and entering the specific details of the problem.

[1802] For example, if a problem such as "I can't connect to the Internet" is entered, that information is sent to the server.

[1803] server

[1804] problem analysis

[1805] The server receives the defect information sent by the user and analyzes it using natural language processing technology.

[1806] Specifically, identify the main problem and extract relevant data.

[1807] Solution Generation

[1808] Based on the analysis results, the server generates a solution using a generative AI model.

[1809] For example, specific steps such as "Check your Wi-Fi settings," "Try restarting your router," and "Turn on mobile data" will be generated.

[1810] Solution packaging

[1811] The server packages the generated solutions in text, image or video format for easy comprehension.

[1812] Submit a solution

[1813] The server transmits the packaged solution to the user terminal.

[1814] Solution provision and operation support

[1815] View and implement solutions

[1816] The terminal displays the received solution to the user, and it includes specific steps and images so that the user can easily understand it.

[1817] Operation Support

[1818] As the user follows the solution, the device will provide additional information or links (e.g., shortcuts to settings screens) as needed.

[1819] If the user is unable to resolve the issue, the device will also display contact information for the call centre or the nearest registered store.

[1820] Gathering feedback and accumulating data

[1821] Gathering feedback

[1822] After the user implements the solution, they are prompted to provide feedback on whether the problem was solved, for example, in the form of a question: "Did this solve your problem?"

[1823] Recording in the database

[1824] The terminal transmits feedback information from the user to the server.

[1825] The server records the received feedback information in a database to help improve the system and algorithms in the future.

[1826] Specific examples

[1827] Example 1: Troubleshooting Wi-Fi connection issues

[1828] 1. The user opens the "Smartphone Solution" app and enters "I can't connect to the Internet."

[1829] 2. The device sends the input information to the server.

[1830] 3. The server analyzes the information and generates a solution using a generative AI model, such as "Open the Wi-Fi settings screen and check if the network is correct," "Turn the router off and on again," or "Turn on mobile data and try again."

[1831] 4. The terminal displays the generated solution with an image, and the user follows the steps to perform the operation.

[1832] 5. The user follows the instructions and provides feedback on whether the problem was resolved.

[1833] 6. The server will record the feedback information in a database to help improve the system in the future.

[1834] Example prompt: Open the "Mobile Phone Solution" app, enter "No Internet connection," and follow the suggested solutions. Please let us know if the problem was resolved in the feedback section.

[1835] This allows the user to efficiently solve the problem and smoothly use the information processing device.

[1836] The flow of the identification process in the first embodiment will be described with reference to FIG.

[1837] Step 1: Collect user information

[1838] Input: A user initializes a new information processing device.

[1839] How it works: When a user sets up the device for the first time, the "Smartphone Solution" app is automatically installed on the device.

[1840] Data processing: When a user launches the app, the device asks the user for simple profile information such as name, age, smartphone usage experience, etc. The user then enters this information.

[1841] Output: The collected profile information is sent from the device to the server.

[1842] Step 2: Bug Report Interface

[1843] Input: A user experiences a glitch with their smartphone.

[1844] How it works: The user launches the "Smartphone Solution" app and enters the specific details of the problem.

[1845] Data processing: For example, the user enters detailed information about the problem, such as "I can't connect to the Internet."

[1846] Output: The failure information is sent from the device to the server.

[1847] Step 3: Problem analysis

[1848] Input: The server receives the failure information.

[1849] Operation: The server analyzes defect information using natural language processing.

[1850] Data calculation: The server identifies the main problem and extracts the relevant data.

[1851] Output: Analysis results are generated.

[1852] Step 4: Generate a solution

[1853] Input: The server receives the analysis results.

[1854] How it works: The server uses a generative AI model to generate a solution based on the analysis results.

[1855] Data calculations: For example, it suggests specific steps to check your Wi-Fi settings, restart your router, or turn mobile data on or off.

[1856] Output: Generated solutions are generated.

[1857] Step 5: Packaging the solution

[1858] Input: Receives the server-generated solution.

[1859] How it works: The server packages the solution in text, image or video format.

[1860] Data processing: Create a package that includes specific instructions and screenshots of the setup screen.

[1861] Output: A packaged solution is completed.

[1862] Step 6: Submit your solution

[1863] Input: The server receives the packaged solution.

[1864] Operation: The server sends a solution package to the user's device.

[1865] Output: The device receives the solution.

[1866] Step 7: View and implement solutions

[1867] Input: The device receives the transmitted solution.

[1868] What it does: The device displays the solution to the user, providing detailed instructions in text, image, or video format.

[1869] Output: The user confirms the displayed solution.

[1870] Step 8: Operational Support

[1871] Input: The user acts on the solution.

[1872] What it does: The device will provide additional information or links (e.g., shortcuts to settings) as needed.

[1873] Output: The user performs an action to resolve the issue.

[1874] Step 9: Gather feedback

[1875] Input: After the user implements the solution, they provide feedback on the results.

[1876] What it does: The user enters feedback information in response to a question such as "Did this solve your problem?"

[1877] Output: Feedback information is sent from the device to the server.

[1878] Step 10: Record in the database

[1879] Input: The server receives the feedback information sent.

[1880] How it works: The server records your feedback information in a database, which helps improve our algorithms and the system in the future.

[1881] Output: Feedback information is stored in a database.

[1882] This allows users to quickly and efficiently resolve any issues they may encounter.

[1883] (Application example 1)

[1884] Next, a description will be given of Application Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the robot 414 will be referred to as a "terminal."

[1885] The problem is that there is no efficient solution for problems with newly purchased information processing equipment. In particular, problems and malfunctions that occur in specific work environments cannot be dealt with quickly and appropriately, which can cause work to stagnate and reduce efficiency. In addition, because solutions are presented only in text format, there is a lack of visual and auditory support, making it difficult for users to understand.

[1886] The specific processing by the specific processing unit 290 of the data processing device 12 in the application example 1 is realized by the following means.

[1887] In this invention, the server includes means for collecting user attribute information, means for transmitting defect information entered by the user to a central processing unit, means for analyzing the defect information received by the central processing unit using natural language processing and generating a solution, means for transmitting the generated solution to the user, means for displaying the transmitted solution to the user and allowing the user to operate in accordance with the solution, means for transmitting feedback information from the user to the central processing unit, means for providing a defect reporting interface in a specific business environment, means for presenting the generated solution with visual and auditory support, and means for recording the success rate of problem resolution in the business environment in a database, thereby making it possible to quickly and accurately resolve defects that interfere with business operations and improve business efficiency.

[1888] An "information processing device" is an electronic device for collecting, processing, storing, and displaying data.

[1889] "Attribute information" is data that indicates characteristics of a user, such as age, experience, and name.

[1890] "Central processing unit" refers to the server or back-end system that analyzes defect information and generates solutions.

[1891] "Natural language processing" is the technology that understands, analyzes, and generates solutions to human language.

[1892] "Fault information" is data entered by the user that indicates the details of a problem or abnormality in a device or system.

[1893] "Visual and audio support" refers to the ability to provide images, video and audio instructions to aid in understanding a solution.

[1894] "Business environment" refers to the location or situation where a specific task is performed, such as a logistics center or factory.

[1895] "Feedback information" refers to data and opinions about the success / failure of a solution provided by a user after the problem has been solved.

[1896] A "database" is a system for collecting, storing, and managing data.

[1897] The "fault reporting interface" is a user interface for the user to input information about a fault that has occurred.

[1898] "Solution" refers to the specific method or procedure for dealing with the problem.

[1899] System configuration

[1900] A system for implementing the present invention comprises the following elements:

[1901] 1. Information processing device (smartphone or tablet)

[1902] 2. Central Processing Unit (Server)

[1903] 3. User Interface (Bug Reporting Interface)

[1904] 4. Database

[1905] User Interface

[1906] Users input their problems using an information processing device. The user interface is designed to be intuitive and easy to use, and provides a field for entering specific problems, such as "my barcode scanner isn't working."

[1907] Central Processing Unit Functions

[1908] The central processing unit is equipped with generative AI models such as ChatGPT to perform natural language processing. The defect information entered by the user is automatically sent to the central processing unit, where the problem is analyzed using natural language processing. Based on the analysis results, relevant solutions are generated.

[1909] Solution Generation

[1910] The central processing unit presents the generated solution with visual and auditory support. Visual support includes images or videos illustrating the steps, while auditory support includes audio prompts. For example, "Check the batteries in your barcode scanner" or "Try restarting your scanner."

[1911] Feedback and Database

[1912] After the user follows the proposed solution, an interface is displayed for providing feedback information, which is sent to the central processing unit and stored in a database, allowing for continuous improvement of the system.

[1913] Examples of implementation in specific business environments

[1914] For example, in a distribution center, staff can use this system to quickly report and resolve problems with barcode scanners or inventory management systems. As a specific example, if a user enters "The barcode scanner isn't working," the central processing unit will generate solutions such as "Please check the barcode scanner's battery" or "Please try restarting the scanner," and present them with visual and auditory support.

[1915] Prompt Sentence Examples

[1916] The prompts for specific problem input from the user are as follows:

[1917] "The user has typed, 'My barcode scanner isn't working.' Please provide a solution to this problem."

[1918] In this way, providing a solution that includes both visual and auditory support allows for quick and effective problem solving in the work environment.

[1919] The flow of the specific processing in the application example 1 will be described with reference to FIG.

[1920] Step 1:

[1921] The user uses an information processing device to input defect information, for example, by entering specific details of the problem, such as "The barcode scanner is not working."

[1922] Input: User's problem information (e.g. "The barcode scanner isn't working")

[1923] Output: Failure information is sent to the central processing unit.

[1924] Step 2:

[1925] The terminal transmits the defect information from the user to the central processing unit (server).

[1926] Input: User-entered defect information

[1927] Output: The fault information is sent to the central processing unit.

[1928] Step 3:

[1929] The server uses natural language processing technology (generative AI models such as ChatGPT) to analyze the received defect information.

[1930] Input: Bug information

[1931] Processing: Using a generative AI model, we perform text analysis to understand the nature of the defect.

[1932] Output: Analysis results

[1933] Step 4:

[1934] Based on the analysis results, the server generates an appropriate solution using a generative AI model such as ChatGPT.

[1935] Input: Analysis results

[1936] Processing: Enter a prompt sentence into the ChatGPT model and generate a solution (e.g., "The user entered 'My barcode scanner isn't working.' Please provide a solution to this problem.")

[1937] Output: Generated solution

[1938] Step 5:

[1939] The server transmits the generated solution to the information processing device with visual and audio support.

[1940] Input: Generated solution

[1941] Output: The solution is sent to the information processing device and presented with visual and auditory support.

[1942] Step 6:

[1943] The terminal displays the submitted solutions to the user with visual and audio support.

[1944] Input: Solution (text, image, video, audio)

[1945] Output: The user can see and hear the proposed solution.

[1946] Step 7:

[1947] The user performs an operation based on the solution and provides feedback on the result of applying the solution, for example, by inputting feedback information such as "Solved" or "There is still a problem."

[1948] Input: User feedback information

[1949] Output: Feedback information is sent to the terminal.

[1950] Step 8:

[1951] The terminal transmits the feedback information from the user to the central processing unit.

[1952] Input: User feedback information

[1953] Output: Feedback information is sent to the central processing unit.

[1954] Step 9:

[1955] The server records the received feedback information in a database to help improve the success rate of problem resolution and the system.

[1956] Input: User feedback information

[1957] Processing: The feedback information is stored in a database and analyzed.

[1958] Output: The accumulated data is used to improve business efficiency and systems.

[1959] Furthermore, an emotion engine that estimates the user's emotion may be further combined. That is, the identification processing unit 290 may estimate the user's emotion using the emotion identification model 59, and perform identification processing using the user's emotion.

[1960] The present invention combines an emotion engine with a system that allows users to efficiently resolve problems in newly purchased information processing devices, and is composed of the following elements:

[1961] 1. User device application ("Smartphone Solution" app)

[1962] 2. Server (backend system with ChatGPT and emotion engine)

[1963] 3. Call Center and Registered Store Database

[1964] System configuration

[1965] User terminal application

[1966] 1. Collection of User Information

[1967] When you set up a new information processing device for the first time, the "Smartphone Solution" app is automatically installed.

[1968] After initial setup, the app launches and asks a few simple questions to gather profile information, including your name, age, and smartphone experience.

[1969] The collected information is sent from the terminal to a server.

[1970] 2. Bug Reports and Interface

[1971] When a user opens the "Smartphone Solution" app and encounters a problem, an interface is provided for entering specific details of the problem.

[1972] For example, a problem such as "I can't connect to the Internet" is reported and the information is sent to the server.

[1973] server

[1974] 1. Problem analysis and solution generation

[1975] The server analyzes the defect information received from the user using natural language processing.

[1976] Based on the analysis results, ChatGPT will generate relevant solutions, such as "check your Wi-Fi settings," "restart your router," or "turn on mobile data" for Internet connection issues.

[1977] The generated solution is packaged in text, image, or video format and sent to the device.

[1978] 2. Functions of the Emotion Engine

[1979] The server is equipped with an emotion engine that recognizes emotions from user input and actions.

[1980] Based on the recognized emotions, the system adjusts the solution to reduce the user's stress. For example, if the user is feeling stressed, the system will explain the solution more carefully and prioritize displaying contact information for the call center or registered stores.

[1981] A solution, including the results of sentiment analysis, is sent to the device.

[1982] View and implement solutions

[1983] 1. Providing solutions

[1984] The device displays the solution sent from the server to the user, which may include specific steps, images, links, etc.

[1985] Based on the emotion recognition results, special notes and additional support are also displayed.

[1986] 2. Operation support

[1987] As users follow the solutions, the device will provide additional information or links (e.g., direct access to settings) as needed.

[1988] If the user is unable to resolve the issue, the device will display contact information for the call centre or the nearest registered store.

[1989] Gathering feedback and accumulating data

[1990] 1. Gathering feedback

[1991] After the user implements the provided solution, they are prompted to enter feedback on the success / failure of the solution.

[1992] This feedback information is sent from the terminal to the server.

[1993] 2. Recording in the database

[1994] The server records user feedback information and emotion recognition results in a database to help improve the system and algorithms in the future.

[1995] Specific examples

[1996] Example 1: Wi-Fi connection problem solving and emotion recognition

[1997] 1. Users

[1998] The user opens the "Smartphone Solution" app and enters "I can't connect to the Internet."

[1999] 2. Terminal

[2000] The input information is sent to the server.

[2001] 3. Server

[2002] The server analyzes the problem information and generates a solution in ChatGPT.

[2003] Possible solutions: "Open the Wi-Fi settings screen and make sure the network is correct," "Turn your router off and on again," "Try enabling mobile data."

[2004] If the server's emotion engine determines from the user's input that they are feeling stressed, it will provide a more detailed explanation of the solution and, if necessary, will also display the contact information for the call center preferentially.

[2005] 4. Terminal

[2006] The generated solution is displayed with an image, and the user follows the steps to perform the operation.

[2007] 5. Users

[2008] Follow the instructions and let us know if the problem is resolved.

[2009] 6. Server

[2010] Feedback information and emotion recognition results are recorded in a database for future improvements.

[2011] This allows the user to efficiently solve the problem and reduce emotional stress. The present invention provides great convenience and comfort to users of information processing devices.

[2012] The processing flow will be explained below.

[2013] Step 1:

[2014] The user turns on the new information processing device and begins the initial setup. The device automatically installs the "Smartphone Solution" app.

[2015] Step 2:

[2016] The device launches the "Smartphone Solution" app, which asks the user profile information such as their name, age, and smartphone usage experience in the form of questions.

[2017] Step 3:

[2018] The device sends the collected profile information to a server, which receives it and stores it in a database.

[2019] Step 4:

[2020] The user opens the "Smartphone Solution" app and enters the current problem (e.g., "I can't connect to the Internet").

[2021] Step 5:

[2022] The terminal transmits the defect information input by the user to the server, which receives this information.

[2023] Step 6:

[2024] The server analyzes the received problem information using natural language processing (NLP), and generates relevant solutions using ChatGPT based on the analysis results.

[2025] Step 7:

[2026] The server packages the generated solution in text, image, or video format, and then uses an emotion engine to analyze the user's emotional state and adjust the solution as needed—for example, by including a more detailed explanation or additional support information if the user is feeling stressed.

[2027] Step 8:

[2028] The server sends the adjusted solution to the terminal.

[2029] Step 9:

[2030] The device receives a solution and displays it to the user, including specific steps, images, links, and, if necessary, additional supporting information provided by the emotion engine.

[2031] Step 10:

[2032] The user follows the suggested solutions, such as checking Wi-Fi settings, restarting the router, or turning on mobile data.

[2033] Step 11:

[2034] If the user is unable to resolve the issue, the device will display contact information for the call centre or the nearest registered store.

[2035] Step 12:

[2036] The user tries a solution and then provides feedback to the app about whether the problem was resolved.

[2037] Step 13:

[2038] The terminal sends the feedback information from the user to the server, which receives the feedback and records it in a database.

[2039] Step 14:

[2040] The server analyzes the feedback information and emotion recognition results collected to help improve the system and algorithms.

[2041] Example 2

[2042] Next, a description will be given of Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the robot 414 will be referred to as a "terminal."

[2043] It is difficult for users to efficiently troubleshoot problems with newly purchased information processing devices, and there is also a lack of means to reduce the stress users feel during the troubleshooting process.

[2044] The specific processing by the specific processing unit 290 of the data processing device 12 in the second embodiment is realized by the following means.

[2045] In this invention, the server includes means for analyzing the defect information using natural language processing and generating a solution, means for recognizing and adjusting the user's emotion using an emotion engine for the solution, and means for transmitting the generated solution to the terminal, thereby enabling the user to efficiently resolve the defect and reduce emotional stress.

[2046] An "information processing terminal" is an electronic device or computer equipment operated by a user.

[2047] "Personal information" refers to personal data such as the user's name, age, and smartphone usage experience.

[2048] "Problem information" is details of problems or errors that a user experiences while using an information processing terminal.

[2049] A "server" is a remote computer system for processing and storing data.

[2050] "Natural language processing" is a technology for analyzing and understanding human language.

[2051] A "solution" is a specific procedure or method for solving the problem the user is facing.

[2052] An "emotion engine" is a technology for recognizing and analyzing emotions from user text input and behavior.

[2053] "Additional Information" is any supplemental data or links the user needs during the troubleshooting process.

[2054] "Feedback information" refers to the user's evaluation and impressions of the provided solution.

[2055] A "database" is a collection of data that stores information systematically and makes it searchable.

[2056] The present invention relates to a system that allows a user to efficiently solve problems with a newly purchased information processing terminal. The system includes a user terminal, a server, and a database of a call center or registered store.

[2057] User terminal application

[2058] When a user purchases a new information processing device and performs initial setup, a "problem solving" application is automatically installed. This application provides the following functions:

[2059] 1. Collection of User Information

[2060] After initial setup, the user launches the "problem solving" application and enters personal information such as name, age, and usage experience.

[2061] The terminal transmits the collected information to the server.

[2062] 2. Bug Reports and Interface

[2063] The user opens the "problem-solving" application and enters the specific details of the problem they are having, such as "I can't connect to the Internet."

[2064] The terminal transmits the entered defect information to the server.

[2065] server

[2066] The server serves as the central point for data processing and system control.

[2067] 1. Analysis of defect information

[2068] The server analyzes the received error information using natural language processing technology. ChatGPT is used as a specific example of this technology.

[2069] 2. Solution Generation

[2070] The server generates multiple solutions based on the analysis results, such as specific steps such as "check your Wi-Fi settings," "restart your router," and "turn on mobile data."

[2071] 3. Emotion recognition and regulation

[2072] The server uses an emotion engine to recognize emotions from the user's input and behavior and adjust the generated solution accordingly, for example, explaining the solution in more detail if the user is feeling stressed and providing contact information for a call center or store if necessary.

[2073] 4. Submit your solution

[2074] The server sends the generated solution to the terminal in text, image, or video format.

[2075] View and implement solutions

[2076] The device displays the solution sent from the server to the user, and the user is guided through the steps. Additional information and links are provided along the way. If the problem cannot be resolved, contact information for the call center or the nearest store is also displayed.

[2077] Gathering feedback and accumulating data

[2078] After following the provided solution, the user inputs feedback on the success or failure of the solution. This information is sent from the device to the server. The server records the feedback information and emotion recognition results in a database, and this data will be used to improve the system and algorithms in the future.

[2079] Specific examples

[2080] 1. Report a bug

[2081] The user opens the "Problem Solving" application and types "No Internet Connection."

[2082] 2. Information Transmission

[2083] The terminal transmits this input information to the server.

[2084] 3. Problem analysis and solution generation

[2085] The server analyzes the problem information and generates a solution in ChatGPT.

[2086] For example, "Open the Wi-Fi settings screen and check if the network is correct," "Restart the router," "Enable mobile data."

[2087] 4. Emotion recognition

[2088] If the server's emotion engine detects stress from user input, it will provide a more detailed explanation and, if necessary, display contact information for the call center.

[2089] 5. Displaying the Solution

[2090] The terminal displays the generated solution to the user.

[2091] 6. Controls and Feedback

[2092] The user follows the steps and provides feedback on whether the problem was resolved.

[2093] Prompt Sentence Examples

[2094] Enter "No Internet connection" in the "Problem Solver" application to view solutions.

[2095] The present invention is a system that enables users to efficiently solve problems and reduce emotional stress by linking these functions.

[2096] The flow of the identification process in the second embodiment will be described with reference to FIG.

[2097] (System program processing flow)

[2098] Step 1: Collect user information

[2099] The device automatically installs a "problem-solving" application when a new information processing device is initially set up.

[2100] After initial setup, the user launches the application and enters personal information such as name, age, and usage experience.

[2101] The terminal collects and compiles the user information and transmits it to the server.

[2102] Input: Personal information such as name, age, experience, etc.

[2103] Data processing: Convert the collected information into JSON format.

[2104] Output: Data parcel to send to the server.

[2105] Step 2: Report the bug and provide the interface

[2106] The user opens the "problem solving" application and enters the details of the problem that occurred.

[2107] The terminal transmits the entered defect information to the server.

[2108] Input: Problem information such as "Cannot connect to the Internet."

[2109] Data processing: The defect details are organized as text data and packaged.

[2110] Output: The failure information sent to the server.

[2111] Step 3: Analyze the defect information

[2112] The server analyzes the error information received using natural language processing technology, including ChatGPT.

[2113] Input: Text data of the defect information sent to the server.

[2114] Data calculation: Analyze using ChatGPT to identify the cause of the problem.

[2115] Output: Information identifying the cause of the problem based on the analysis results.

[2116] Step 4: Generate a solution

[2117] The server generates a solution based on the analysis results, which is provided as a multi-step solution.

[2118] Input: Specific information about the cause of the problem.

[2119] Data calculation: ChatGPT will automatically generate solutions, such as "check Wi-Fi settings", "restart router", "turn on mobile data", etc.

[2120] Output: A list of solutions.

[2121] Step 5: Emotion recognition and regulation

[2122] The server uses an emotion engine to recognize emotions from user input and actions and adjust the generated solutions.

[2123] Input: User input information and behavioral data.

[2124] Data calculation: Emotion recognition by the emotion engine. For example, determining whether you are feeling stressed.

[2125] Output: Based on the recognized sentiment, a polite explanation or call center contact information.

[2126] Step 6: Submit your solution

[2127] The server generates and adjusts the solution and sends it to the device. The solution can be in the form of text, image, or video.

[2128] Input: Adjusted solution data.

[2129] Data processing: Selection and packaging of solution data formats (text, images, videos).

[2130] Output: The solution package sent to the terminal.

[2131] Step 7: View the solution

[2132] The device displays the solution sent from the server to the user, who then follows the specific steps on the screen to perform the operation.

[2133] Input: The submitted solution package.

[2134] Data processing: The solution data is analyzed for display on the user screen and presented in a format that is easy for the user to understand.

[2135] Output: The solution displayed to the user.

[2136] Step 8: Operational Support

[2137] The device provides additional information or links (e.g., direct links to settings) that the user needs to follow the solution.

[2138] Input: User operation status.

[2139] Data processing: Generate real-time support information according to the operating situation.

[2140] Output: Display of additional supporting information.

[2141] Step 9: Gather feedback

[2142] After the user implements the provided solution, he / she inputs feedback on success / failure, and the terminal sends this feedback information to the server.

[2143] Input: Feedback information about success or failure.

[2144] Data processing: Organizing and packaging feedback information.

[2145] Output: Feedback data sent to the server.

[2146] Step 10: Record in the database

[2147] The server records user feedback and emotion recognition results in a database, which will be used to improve the system and algorithms in the future.

[2148] Input: Feedback information and emotion recognition results.

[2149] Data processing: Data organization and registration in a database.

[2150] Output: Feedback data and emotion recognition results registered in the database.

[2151] (Application example 2)

[2152] Next, a description will be given of Application Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the robot 414 will be referred to as a "terminal."

[2153] Users of modern information processing devices are looking for ways to quickly and efficiently address the wide variety of problems that arise after purchasing a product. It is important to provide smooth support while reducing user stress. Furthermore, customer support in brick-and-mortar stores is increasingly being required to provide more sophisticated support, such as directing customers to specific locations within the store or calling staff. Conventional systems have struggled to address these complex needs.

[2154] The specific processing by the specific processing unit 290 of the data processing device 12 in Application Example 2 is realized by the following means. In this invention, the server includes a means for recognizing a user's emotion and adjusting a solution based on that emotion, a means for a user to report a problem in the store and provide a solution in real time to enhance user support in the physical store, and a means for guiding the user to a specific location in the store or calling support staff based on the solution. This reduces user stress and enables quick and accurate problem resolution. It also makes it possible to enhance customer support in the physical store and improve user satisfaction.

[2155] An "information processing device" is an electronic device for processing data, such as a computer, smartphone, or tablet.

[2156] "User profile information" is basic information about a user, such as the user's name, age, and purchase information.

[2157] "Problem information" is specific content of problems or troubles that a user has encountered while using an information processing device.

[2158] A "server" is a computer system that manages and processes data and provides services over a network.

[2159] "Natural language processing" is a technology for understanding and analyzing human language and generating appropriate responses.

[2160] A "solution" is a specific procedure or method for solving a problem reported by a user.

[2161] An "emotion engine" is a technology that recognizes emotions from user input and behavior and responds appropriately based on those emotions.

[2162] "Physical store support" is a support system that strengthens customer support within physical stores and resolves problems related to products and services on the spot.

[2163] "Feedback information" refers to the results of a user implementing a provided solution, as well as their impressions and opinions during the process.

[2164] "Support staff" are specialized personnel who assist users in resolving problems at physical stores or call centers.

[2165] "Guidance to a specific location" means providing guidance to a specific location within the store that is necessary for the user to implement a solution.

[2166] "Real-time solution provision" means generating and providing a solution immediately when a user reports a problem.

[2167] The present invention provides a user support system using an information processing device in a physical store. The present invention comprises the following elements.

[2168] 1. User terminal application

[2169] Collect user profile information and accept bug reports.

[2170] Provides an interface to enhance customer support within physical stores.

[2171] 2. Server

[2172] A solution is generated using natural language processing based on the input defect information.

[2173] The emotion engine recognizes the user's emotions and adjusts the response.

[2174] 3. The process for reporting bugs and providing solutions

[2175] When a user reports a problem in the device app, the information is sent to the server.

[2176] The server analyzes the problem information using natural language processing technology (such as ChatGPT) and generates the optimal solution.

[2177] Solutions are provided to users in the form of text, images and videos.

[2178] The emotion engine recognizes the user's emotions, and if the stress level is high, it will provide a more detailed explanation and instructions on how to contact support staff at the physical store.

[2179] 4. Operation support

[2180] When the user follows the provided solution, they will be guided to a specific location within the store or a support staff member will be called.

[2181] If the solution does not resolve the issue, additional support contact information is provided.

[2182] 5. Gathering Feedback

[2183] After the user implements the solution, the user inputs feedback information (success / failure of the solution, impressions, etc.).

[2184] Your feedback will be sent to the server and used to improve the service in the future.

[2185] Hardware and software used

[2186] Hardware: Smartphones, tablets, sensors (installed in stores)

[2187] Software: Natural Language Processing (NLP) technology (ChatGPT), emotion engine, dedicated database, real-time feedback system

[2188] Specific examples

[2189] Example 1: Question about product operation

[2190] 1. User:

[2191] In a physical store, open the "Store Support" app and enter "I don't know how to use this camera."

[2192] 2. Terminal:

[2193] This information is sent to the server.

[2194] 3. Server:

[2195] The server parses your input and generates a solution in ChatGPT, such as "Press the camera's power button for 3 seconds, then press the mode selection button to confirm your settings."

[2196] The emotion engine recognizes frustration from user input.

[2197] 4. Terminal:

[2198] The generated solution is displayed with an image, and the app gently guides users by saying, "Staff members are nearby, so please let us know if you need help."

[2199] 5. User:

[2200] Follow the instructions and let us know if the problem is resolved.

[2201] 6. Server:

[2202] Feedback and emotion recognition results are recorded in a database for future improvements.

[2203] Example prompt sentence:

[2204] If you're unsure how to use your new camera, use the app to report a problem. To reduce frustration, the emotion engine will support you and provide clear, step-by-step instructions.

[2205] The flow of the specific processing in the application example 2 will be described with reference to FIG.

[2206] (Program processing steps)

[2207] Step 1:

[2208] The user launches the "Store Support" app on their device and enters details of the problem. The user's input includes the specific problem (e.g., "I don't know how to operate the camera"). The input information is sent from the device to the server.

[2209] Input:Detailed information about the problem

[2210] Output: Data sent to the server

[2211] Specific operation: The user enters the problem description into the app's input field and taps the send button, which sends the information to the server.

[2212] Step 2:

[2213] The server analyzes the received defect information using natural language processing technology (ChatGPT) and generates an appropriate solution. At the same time, it also analyzes the user's emotions using an emotion engine.

[2214] Input: User's problem information

[2215] Output: Solution generation and sentiment analysis results

[2216] How it works: The server uses an NLP model (ChatGPT) to analyze the text and generate appropriate solutions in the form of text, images, or videos. The emotion engine reads the user's emotions from the text and the results are also returned at the same time.

[2217] Step 3:

[2218] The server sends the generated solution and the sentiment analysis results to the user, who then displays the solution in text, image, or video format on the device.

[2219] Input: Generated solutions and sentiment analysis results

[2220] Output: Data sent to the user terminal

[2221] Specific operation: The server generates content (text, images, video) and packages it, then sends it over the network to the user's device, which receives it and displays it to the user in the appropriate format.

[2222] Step 4:

[2223] The user follows the solutions displayed on the device, and the content also includes additional information such as "There is a staff member nearby, so please let us know if you need help."

[2224] Input: Solution display content

[2225] Output: User operation result

[2226] Specific operation: The user follows the instructions displayed on the device to try to operate the camera in a physical store. If necessary, they can ask for help from nearby support staff.

[2227] Step 5:

[2228] The user inputs the results of the solution as feedback and sends it to the server. The feedback includes whether the solution was successful or not and their impressions.

[2229] Input: User feedback information

[2230] Output: Data sent to the server

[2231] Specific operation: The user enters the results of their operation and their impressions in the feedback field of the app, and then taps the send button, which sends the information to the server.

[2232] Step 6:

[2233] The feedback information and emotion recognition results received by the server are recorded in a database to help improve the system and services in the future.

[2234] Input: User feedback information and emotion recognition results

[2235] Output: Record data to database

[2236] Specific operation: The server analyzes the feedback data sent and stores the relevant information in a database, which will be used to reflect the next update of the system.

[2237] The above are the specific processing steps of the program in the user support system for a physical store.

[2238] The specific processing unit 290 transmits the result of the specific processing to the robot 414. In the robot 414, the control unit 46A causes the speaker 240 and the control target 443 to output the result of the specific processing. The microphone 238 acquires voice indicating a user input regarding the result of the specific processing. The control unit 46A transmits voice data indicating the user input acquired by the microphone 238 to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the voice data.

[2239] The data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of the data generation model 58 is ChatGPT (Internet Search<URL: https: / / openai.com / blog / chatgpt> ), Gemini (Internet search <url: https: gemini.google.com ?hl="ja">) and other generation AIs. The data generation model 58 is obtained by performing deep learning on a neural network. A prompt including an instruction is input to the data generation model 58, and inference data such as voice data indicating voice, text data indicating text, and image data indicating an image is also input. The data generation model 58 performs inference on the input inference data in accordance with the instruction indicated by the prompt, and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization.

[2240] In the above embodiment, an example was given in which the specific processing is performed by the data processing device 12, but the technology of the present disclosure is not limited to this, and the specific processing may be performed by the robot 414.

[2241] The emotion identification model 59 as an emotion engine may determine the user's emotion according to a specific mapping. Specifically, the emotion identification model 59 may determine the user's emotion according to an emotion map (see FIG. 9), which is a specific mapping. Similarly, the emotion identification model 59 may determine the robot's emotion, and the identification processing unit 290 may perform identification processing using the robot's emotion.

[2242] FIG. 9 is a diagram illustrating an emotion map 400 on which multiple emotions are mapped. In the emotion map 400, emotions are arranged in concentric circles radiating from the center. Emotions closer to the center of the concentric circles are more primitive. Emotions representing states and actions arising from a state of mind are arranged on the outer edges of the concentric circles. The concept of emotion includes both affect and mental states. Emotions generally generated from reactions occurring in the brain are arranged on the left side of the concentric circles. Emotions generally induced by situational judgment are arranged on the right side of the concentric circles. Emotions generally generated from reactions occurring in the brain and induced by situational judgment are arranged on the upper and lower sides of the concentric circles. Furthermore, the emotion of "pleasure" is arranged on the upper side of the concentric circles, and the emotion of "discomfort" is arranged on the lower side. In this way, in the emotion map 400, multiple emotions are mapped based on the structure by which emotions are generated, and emotions that tend to occur simultaneously are mapped close to each other.

[2243] These emotions are distributed in the 3 o'clock direction on emotion map 400, and typically fluctuate between relief and anxiety. In the right half of emotion map 400, situational awareness dominates over internal sensations, resulting in a sense of calm.

[2244] The inside of emotion map 400 represents what is going on in the mind, and the outside of emotion map 400 represents behavior, so the further you go outside emotion map 400, the more visible the emotions become (the more they are expressed in behavior).

[2245] Human emotions are based on various balances, such as posture and blood sugar levels. When these balances deviate from the ideal, a state of discomfort is indicated, and when they approach the ideal, a state of pleasure is indicated. Emotions can also be created for robots, automobiles, motorcycles, and other devices, based on various balances, such as posture and remaining battery life. When these balances deviate from the ideal, a state of discomfort is indicated, and when they approach the ideal, a state of pleasure is indicated. An emotion map can be generated, for example, based on Dr. Mitsuyoshi's emotion map (Research on Voice Emotion Recognition and Emotional Brain Physiological Signal Analysis Systems, Tokushima University, Doctoral Dissertation: https: / / ci.nii.ac.jp / naid / 500000375379). The left half of the emotion map lists emotions belonging to the "reaction" domain, where sensation is dominant. The right half of the emotion map lists emotions belonging to the "situation" domain, where situational awareness is dominant.

[2246] The emotion map defines two emotions that promote learning. One is a negative emotion on the situation side, around the middle of "repentance" or "reflection." In other words, this occurs when the robot experiences negative emotions such as "I never want to feel this way again" or "I don't want to be scolded again." The other is a positive emotion on the response side, around "desire." In other words, this occurs when the robot experiences positive feelings such as "I want more" or "I want to know more."

[2247] The emotion identification model 59 inputs user input into a pre-trained neural network, obtains emotion values ​​indicating each emotion shown in the emotion map 400, and determines the user's emotion. This neural network is pre-trained based on multiple pieces of training data that are combinations of user input and emotion values ​​indicating each emotion shown in the emotion map 400. Furthermore, this neural network is trained so that emotions that are located close to each other have similar values, as in the emotion map 900 shown in FIG. 10. FIG. 10 shows an example in which multiple emotions, "relieved," "calm," and "reassuring," have similar emotion values.

[2248] The system according to the present disclosure has been described above mainly with respect to the functions of the data processing device 12, but the system according to the present disclosure is not necessarily implemented on a server. The system according to the present disclosure may be implemented as a general information processing system. The present disclosure may be implemented, for example, as a software program running on a personal computer or an application running on a smartphone, etc. The method according to the present disclosure may be provided to users in the form of SaaS (Software as a Service).

[2249] In the above embodiment, an example was given in which the specific processing is performed by one computer 22, but the technology of the present disclosure is not limited to this, and the specific processing may be distributed and performed by a plurality of computers including the computer 22. For example, the data generation model 58 may be provided in an external device of the data processing device 12, and data may be generated in the external device in accordance with input data.

[2250] In the above embodiment, an example in which the specific processing program 56 is stored in the storage 32 has been described, but the technology of the present disclosure is not limited to this. For example, the specific processing program 56 may be stored in a portable, computer-readable, non-transitory storage medium such as a USB (Universal Serial Bus) memory. The specific processing program 56 stored in the non-transitory storage medium is installed in the computer 22 of the data processing device 12. The processor 28 executes the specific processing in accordance with the specific processing program 56.

[2251] Alternatively, the specific processing program 56 may be stored in a storage device such as a server connected to the data processing device 12 via the network 54, and the specific processing program 56 may be downloaded and installed on the computer 22 in response to a request from the data processing device 12.

[2252] It is not necessary to store all of the specific processing program 56 in a storage device such as a server connected to the data processing device 12 via the network 54, or to store all of the specific processing program 56 in the storage 32; only a portion of the specific processing program 56 may be stored.

[2253] The hardware resource for executing a specific process can be any of the following processors: An example of a processor is a CPU, which is a general-purpose processor that functions as a hardware resource for executing a specific process by executing software, i.e., a program. Another example of a processor is a dedicated electrical circuit, such as an FPGA (Field-Programmable Gate Array), a PLD (Programmable Logic Device), or an ASIC (Application Specific Integrated Circuit), which is a processor with a circuit configuration designed specifically for executing a specific process. Each processor has built-in or connected memory, and each processor uses the memory to execute the specific process.

[2254] The hardware resource that executes the specific processing may be configured with one of these various processors, or may be configured with a combination of two or more processors of the same or different types (for example, a combination of multiple FPGAs, or a combination of a CPU and an FPGA). Also, the hardware resource that executes the specific processing may be a single processor.

[2255] As an example of a system configured with a single processor, first, one processor is configured by combining one or more CPUs and software, and this processor functions as a hardware resource that executes a specific process. Second, there is a system that uses a processor that realizes the functions of an entire system including multiple hardware resources that execute a specific process on a single IC chip, as typified by SoC (System-on-a-chip). In this way, a specific process is realized using one or more of the above-mentioned various processors as hardware resources.

[2256] Furthermore, the hardware structure of these various processors can be, more specifically, an electric circuit that combines circuit elements such as semiconductor devices. The specific processing described above is merely an example. Therefore, it goes without saying that unnecessary steps may be deleted, new steps may be added, or the processing order may be rearranged, without departing from the spirit of the invention.

[2257] The above-described description and illustrations are a detailed explanation of the parts related to the technology of the present disclosure and are merely an example of the technology of the present disclosure. For example, the above description of the configuration, functions, actions, and effects is an explanation of an example of the configuration, functions, actions, and effects of the parts related to the technology of the present disclosure. Therefore, it goes without saying that unnecessary parts may be deleted, new elements may be added, or replacements may be made to the above-described description and illustrations within the scope of the gist of the technology of the present disclosure. Furthermore, to avoid confusion and facilitate understanding of the parts related to the technology of the present disclosure, the above-described description and illustrations omit explanations of common technical knowledge that do not require particular explanation to enable the implementation of the technology of the present disclosure.

[2258] All publications, patent applications, and technical standards mentioned in this specification are herein incorporated by reference to the same extent as if each individual publication, patent application, or technical standard was specifically and individually indicated to be incorporated by reference.

[2259] The following is further disclosed regarding the above embodiment.

[2260] (Claim 1)

[2261] In a newly purchased information processing device,

[2262] means for collecting user profile information;

[2263] means for transmitting the defect information input by the user to a server;

[2264] A means for analyzing the received defect information by natural language processing and generating a solution in the server;

[2265] means for transmitting the generated solution to a user;

[2266] a means for displaying the transmitted solution to the user and for the user to operate in accordance with the solution;

[2267] The system includes a means for transmitting feedback information from a user to a server.

[2268] (Claim 2)

[2269] 10. The system of claim 1, further comprising means for providing the generated solution in a text format with an image.

[2270] (Claim 3)

[2271] 10. The system of claim 1, further comprising means for displaying contact information for a call center or registered store for the user to receive additional support.

[2272] "Example 1"

[2273] (Claim 1)

[2274] means for collecting user profile information;

[2275] means for transmitting the defect information input by the user to a server;

[2276] A server analyzes the received defect information using natural language processing and generates a solution using a generative AI model;

[2277] means for transmitting the generated solution to the user in text, image or video format;

[2278] a means for displaying the transmitted solution to the user and for the user to operate in accordance with the solution;

[2279] means for transmitting feedback information from the user to the server;

[2280] The system includes a means including a database for recording feedback information for future improvements and algorithm refinement.

[2281] (Claim 2)

[2282] 10. The system of claim 1, further comprising means for providing the generated solution in a text format with images or animations.

[2283] (Claim 3)

[2284] 10. The system of claim 1, further comprising means for displaying contact information for a user to obtain additional support.

[2285] "Application Example 1"

[2286] (Claim 1)

[2287] In a newly purchased information processing device,

[2288] A means for collecting user attribute information;

[2289] means for transmitting the defect information input by the user to a central processing unit;

[2290] a means for analyzing the received defect information by natural language processing and generating a solution in the central processing unit;

[2291] means for transmitting the generated solution to a user;

[2292] a means for displaying the transmitted solution to the user and for the user to operate in accordance with the solution;

[2293] means for transmitting user feedback information to a central processing unit;

[2294] In certain business environments, providing a defect reporting interface;

[2295] a means of presenting the generated solutions with visual and auditory support;

[2296] A system including a means for recording in a database the success rate of resolving problems in a business environment.

[2297] (Claim 2)

[2298] 10. The system of claim 1, further comprising means for providing the generated solution in the form of visual and audio prompts.

[2299] (Claim 3)

[2300] 10. The system of claim 1, further comprising means for displaying contact information for a support center or registered support point for the user to receive additional assistance.

[2301] "Example 2: Combining Emotion Engines"

[2302] (Claim 1)

[2303] In a newly purchased information processing device,

[2304] A means for collecting personal information of users;

[2305] means for transmitting the defect information input by the user to a server;

[2306] A means for analyzing the received defect information by natural language processing and generating a solution in the server;

[2307] A means for recognizing and adjusting the user's emotions using an emotion engine in the solution;

[2308] means for transmitting the generated solution to a terminal;

[2309] a means for displaying the transmitted solution to the user and for the user to operate in accordance with the solution;

[2310] a means for providing additional information required for operation from the terminal;

[2311] means for transmitting feedback information from the user to the server;

[2312] The system includes means for recording the feedback information and emotion recognition results in a database.

[2313] (Claim 2)

[2314] 10. The system of claim 1, further comprising means for providing the generated solution in a text format with an image.

[2315] (Claim 3)

[2316] 10. The system of claim 1, further comprising means for displaying contact information for a call center or registered store for the user to receive additional support.

[2317] "Application example 2 when combining emotion engines"

[2318] (Claim 1)

[2319] In a newly purchased information processing device,

[2320] means for collecting user profile information;

[2321] means for transmitting the defect information input by the user to a server;

[2322] A means for analyzing the received defect information by natural language processing and generating a solution in the server;

[2323] means for transmitting the generated solution to a user;

[2324] a means for displaying the transmitted solution to the user and for the user to operate in accordance with the solution;

[2325] The system includes a means for transmitting feedback information from a user to a server.

[2326] (Claim 2)

[2327] 10. The system of claim 1, further comprising means for providing the generated solution in a text format with an image.

[2328] (Claim 3)

[2329] 10. The system of claim 1, further comprising means for displaying contact information for a call center or registered store for the user to receive additional support.

[2330] (Claim 4)

[2331] 10. The system of claim 1, further comprising means for recognizing a user's emotion using an emotion engine and adjusting a solution based on the recognized emotion.

[2332] (Claim 5)

[2333] Enhance customer support in-store by providing a means for customers to report issues in-store and provide real-time solutions;

[2334] A means to guide customers to a specific location in the store or call support staff based on the solution,

[2335] 10. The system of claim 1, further comprising means for collecting and transmitting user feedback to a server. [Explanation of symbols]

[2336] 10, 210, 310, 410 Data Processing Systems 12 Data Processing Device 14 Smart Devices 214 Smart Glasses 314 Headset-type terminal 414 Robot< / url:> < / url:> < / url:> < / url:>

Claims

1. In a newly purchased information processing device, means for collecting user profile information; means for transmitting the defect information input by the user to a server; A means for analyzing the received defect information by natural language processing and generating a solution in the server; means for transmitting the generated solution to a user; a means for displaying the transmitted solution to the user and for the user to operate in accordance with the solution; The system includes a means for transmitting feedback information from a user to a server.

2. 10. The system of claim 1, further comprising means for providing the generated solution in a text format with images.

3. 10. The system of claim 1, further comprising means for displaying contact information for a call center or registered store for the user to receive additional support.

Images