system

Abstract

Provide a system. A means for receiving an error code input by a user; A means for retrieving information corresponding to the error code from a database; A means for analyzing the acquired information and identifying the cause of the error code and a solution to the error code; A means for identifying an appropriate support contact point based on the analysis results; means for generating a response message including the identified support contact and the analysis result; means for transmitting the generated response message to the user; A system including:

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] Conventional error code management systems lack the functionality to quickly identify the cause of an error when a user enters it and guide them to the appropriate solution and support desk. Such systems require users to spend a lot of time and effort searching for details about the error and how to resolve it, resulting in a poor user experience. Furthermore, when multiple service providers are involved, identifying the correct support desk becomes even more difficult. There is a need for a system that can improve this situation and enable users to quickly and accurately resolve errors. [Means for solving the problem]

[0005] To solve the above problems, the present invention provides the following means. A system is provided that includes: means for accepting an error code entered by a user; means for retrieving information corresponding to the error code from a database; means for analyzing the retrieved information to identify the cause of the error code and a solution; means for identifying an appropriate support contact based on the analysis results; means for generating a response message including the identified support contact and the analysis results; and means for sending the generated response message to the user. This system allows a user to quickly identify the cause of an error simply by entering the error code and obtain appropriate solutions and contact information. Furthermore, the database contains information about the error code, its detailed information, and related solutions, thereby improving the accuracy of the analysis. The generated response message includes a description of the error code, the cause of the error, the solution, and support contact information, allowing the user to easily understand the specific solution and receive appropriate support.

[0006] A "user" is an individual or organization that uses the system to input an error code and receives information about the cause of the error and a solution to the error.

[0007] An "error code" is a string or numeric combination used to identify a specific error condition that occurs in a system or application.

[0008] A "database" is an information storage system for systematically storing and managing data such as error codes and related detailed information, causes, and solutions.

[0009] "Analysis" is the process of examining the acquired error information in detail to identify the cause of the error and the optimal solution.

[0010] "Analysis results" refers to the cause of the error, solutions, and other related information obtained through the analysis of the error information.

[0011] A "response message" is a text message provided to the user that includes an explanation of the error code, the cause of the error, a solution, and appropriate support contact information.

[0012] "Support Contact" means the contact information for the department or person who can provide assistance with resolving an Error. [Brief explanation of the drawings]

[0013] [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

[0014] 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.

[0015] First, the terms used in the following description will be explained.

[0016] 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).

[0017] 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.

[0018] 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.

[0019] 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.

[0020] 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."

[0021] [First embodiment]

[0022] FIG. 1 shows an example of the configuration of a data processing system 10 according to the first embodiment.

[0023] 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.

[0024] 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).

[0025] 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.

[0026] 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.

[0027] 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.

[0028] 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.

[0029] FIG. 2 shows an example of the main functions of the data processing device 12 and the smart device 14.

[0030] 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.

[0031] 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.

[0032] 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.

[0033] 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."

[0034] This invention relates to a system that identifies the cause of an error and presents appropriate solutions and support contact information when a user simply inputs an error code. Specific embodiments of this system are described below.

[0035] System configuration

[0036] The system consists of three main components: a server, a terminal, and a user. The user terminal provides an interface for inputting and sending error codes. The server receives and analyzes error codes, and generates and sends response messages. The database functions as storage for managing information related to error codes.

[0037] Program processing overview

[0038] 1. Input acceptance

[0039] The user enters the error code into their device and sends it to the server via a chat window or a dedicated input form.

[0040] 2. Receiving an error code

[0041] The server receives the error code sent from the user's terminal. At this point, the server prepares to analyze the error code.

[0042] 3. Search for error information

[0043] The server queries the database for information related to the received error code, such as a detailed description, cause of the error, and recommended solutions.

[0044] 4. Get error details

[0045] The server receives the error information from the database and analyzes the obtained data to identify the detailed cause of the error and a solution to the problem.

[0046] 5. Generating a Response Message

[0047] Based on the analysis, the server generates a response message to be provided to the user, which includes an explanation of the error code, the cause of the error, a solution, and appropriate support contact information.

[0048] 6. Sending a response message

[0049] The server generates a response message and sends it to the user's terminal, where the user can read it to understand how to resolve the error and contact support if necessary.

[0050] Specific examples

[0051] Suppose a user enters the error code "404" from their device, which indicates a web page not found error.

[0052] 1. User operations

[0053] The user types "404" into the chat window and sends it.

[0054] 2. Server Processing

[0055] The server receives the "404" error code and queries the database for information related to this code.

[0056] 3. Database Response

[0057] The database will return information such as "404: Page Not Found," "Cause: Most likely an incorrect URL," and "Solution: Enter the correct URL or use the site search."

[0058] 4. Server Analysis and Response Generation

[0059] Based on the information received, the server generates a response message like this:

[0060] Error "404" occurred.

[0061] Description: Page not found.

[0062] Possible cause: The URL is probably incorrect.

[0063] Solution: Enter the correct URL or use the site search.

[0064] If the problem persists, please contact our support team at support@example.com.

[0065] 5. Sending results to the user

[0066] The server sends the generated response message to the user's terminal and displays it in the chat window.

[0067] By following these steps, the system can quickly and accurately identify the cause of the error based on the error code entered by the user, and provide a solution and appropriate support contact information, thereby improving the user experience and helping to resolve the problem.

[0068] The processing flow will be explained below.

[0069] Step 1:

[0070] The user enters the error code and sends it in the chat window on the device. The user enters "404" and clicks the "Send" button.

[0071] Step 2:

[0072] The terminal receives the user's input and sends it to the server. The terminal sends an HTTP POST request with the error code "404" to the server.

[0073] Step 3:

[0074] The server receives the error code. The server extracts the error code "404" from the incoming HTTP POST request.

[0075] Step 4:

[0076] The server queries the database. The server sends the SQL query "SELECT FROM error_codes WHERE code = '404'" to the database.

[0077] Step 5:

[0078] The database returns information corresponding to the error code. The database returns information to the server, such as:

[0079] {

[0080] "code": "404",

[0081] "description": "Page not found",

[0082] "cause": "URL is likely incorrect",

[0083] "solution": "Enter the correct URL or use site search"

[0084] }

[0085] Step 6:

[0086] The server analyzes the information it receives and generates an appropriate response message. The server generates the following message:

[0087] Error "404" occurred.

[0088] Description: Page not found.

[0089] Possible cause: The URL is probably incorrect.

[0090] Solution: Enter the correct URL or use the site search.

[0091] If the problem persists, please contact our support team at support@example.com.

[0092] Step 7:

[0093] The server generates a response message and sends it to the user's device, which returns the message to the device as an HTTP response.

[0094] Step 8:

[0095] The terminal receives the response message from the server and displays it to the user. The terminal displays the following message in the chat window:

[0096] Error "404" occurred.

[0097] Description: Page not found.

[0098] Possible cause: The URL is probably incorrect.

[0099] Solution: Enter the correct URL or use the site search.

[0100] If the problem persists, please contact our support team at support@example.com.

[0101] In this way, the user simply inputs and submits an error code, and the server collects and analyzes information about the error, generates a message containing an appropriate solution and contact information, and provides it to the user.

[0102] Example 1

[0103] 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."

[0104] With the current system, it is difficult to identify the cause of an error code and quickly provide the user with an appropriate solution. In particular, the task of consistently managing the different details for each error code and presenting the appropriate support contact point is time-consuming and inefficient. This results in a lack of quick response when users encounter an error, resulting in a poor user experience.

[0105] 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.

[0106] In this invention, the server includes means for accepting an error code entered by a user, means for transmitting the error code to the server, means for the server to receive the error code, means for the server to retrieve information corresponding to the error code from a database, means for analyzing the retrieved information and identifying a cause of the error code and a solution to the error, means for identifying an appropriate support desk based on the analysis results, means for generating a response message including the identified support desk and the analysis results, and means for transmitting the generated response message to the user. This enables a user to quickly and accurately obtain the cause and solution of an error code by simply entering the error code, and access the necessary support desk.

[0107] A "user" is a person who uses this system, who inputs error codes and receives information.

[0108] An "error code" is a specific code used to identify system or application errors, with a unique identifier for each error.

[0109] "Terminal" refers to a device used by a user, including a PC, smartphone, tablet, etc.

[0110] A "server" is a computer system that receives error codes, interacts with databases, and generates and transmits analysis results.

[0111] The "database" is a storage system for centrally managing information about error codes, including error codes, detailed information, solutions, and so on.

[0112] "Analysis" refers to the process by which the server identifies the cause of the error and a solution based on the information it obtains from the database.

[0113] A "response message" is a message generated based on the analysis results, and includes an explanation of the error code, the cause of the error, a solution, and support contact information.

[0114] "Support Contact" refers to contact information for the User to seek further assistance regarding the Error.

[0115] This invention is a system that automatically provides the cause and solution of an error when the user inputs the error code. This system is composed of the following main components: a user, a terminal, a server, and a database.

[0116] First, the user uses their own device (PC, smartphone, tablet, etc.) to enter the error code into a chat window or dedicated input form. A web browser or mobile application installed on this device accepts the user's input and sends the error code to the server. Possible software on the device side is, for example, HTML or JavaScript (registered trademark) for web browser operations, or Swift or Kotlin for mobile app operations.

[0117] Next, the server prepares to analyze the received error code. The server is assumed to have Django or another web framework installed. The server runs a program written in Python or Java (registered trademark), and upon receiving the error code, it generates a query to a database. This database can be a relational database such as PostgreSQL or MySQL (registered trademark), and stores information about the error code, its detailed information, and related solutions.

[0118] The server retrieves information related to the error code from the database and analyzes the data. The information includes a detailed description of the error code, the cause of the error, and a recommended solution. The server analyzes this information to determine the cause of the error and the best solution.

[0119] Based on the analysis results, the server generates a response message that includes a description of the error code, the cause of the error, a solution, and support contact information, such as contact information for the support team or a link to a specific web page.

[0120] Finally, the server sends the generated response message to the user's terminal, which displays the message in a chat window or a dedicated interface, allowing the user to obtain clues for solving their problem.

[0121] As a specific example of how this works, consider the case where a user enters the error code "404" from their device. This code indicates an error that the web page cannot be found. The server receives the error code "404" and queries the database for information related to this code. The database returns information such as "404: Page Not Found," "Cause: The URL is likely incorrect," and "Solution: Enter the correct URL or use the site search." The server uses this information to generate a response message and sends the following message to the user:

[0122] Error "404" occurred.

[0123] Description: Page not found.

[0124] Possible cause: The URL is probably incorrect.

[0125] Solution: Enter the correct URL or use the site search.

[0126] If the problem persists, please contact our support team at support@example.com.

[0127] In this way, the system allows users to quickly and accurately obtain the cause and solution of an error simply by entering the error code, and also provides appropriate support contact information as needed, thereby contributing to an improved user experience.

[0128] The flow of the identification process in the first embodiment will be described with reference to FIG.

[0129] Step 1: Input reception

[0130] The user enters the error code using their own device (PC, smartphone, tablet, etc.). Specifically, the user enters the error code in a chat window or a dedicated input form and clicks the "Send" button.

[0131] Input: The user enters the error code "404" into the input form and submits it.

[0132] Output: The entered error code "404" is sent to the server by the terminal.

[0133] Step 2: Receiving the error code

[0134] The server receives the error code sent from the user terminal, temporarily stores the received error code in memory, and prepares it for analysis in the next step.

[0135] Input: Error code "404" sent from the terminal.

[0136] Output: Error code "404" stored in server memory.

[0137] Step 3: Find error information

[0138] The server queries the database for information related to the error code. Specifically, the server generates a query such as "SELECT FROM error_info WHERE error_code = '404'" and sends it to the database.

[0139] Input: Error code "404" stored in memory.

[0140] Output: Error information returned from the database (e.g. "404: Page Not Found", "Cause: Most likely a bad URL", "Solution: Enter the correct URL or use site search").

[0141] Step 4: Get error details

[0142] The server receives the error information returned from the database and analyzes it to determine the cause of the error and the best solution.

[0143] Input: Error information returned from the database.

[0144] Output: Analysis results (e.g., cause and solution for error "404").

[0145] Step 5: Generate a response message

[0146] The server generates a response message based on the analysis results, which includes an explanation of the error code, the cause of the error, a solution, and support contact information.

[0147] Input: Analysis results (cause of error "404" and solutions).

[0148] Output: Response message (e.g. "Error '404' has occurred. Description: Page not found. Cause: The URL is likely incorrect. Solution: Enter the correct URL or use site search. If the problem persists, contact our support team at support@example.com.").

[0149] Step 6: Send a response message

[0150] The server sends the generated response message to the user's terminal, which displays the received message in a chat window or a dedicated interface.

[0151] Input: The generated response message.

[0152] Output: The response message that is displayed on the user's terminal.

[0153] Through these steps, the system quickly and accurately identifies the cause of the error based on the error code entered by the user and provides a solution to the user, allowing the user to understand how to resolve the error and contact support if necessary.

[0154] (Application example 1)

[0155] 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."

[0156] Conventional error code management systems often respond slowly to specific error codes and do not provide solutions quickly. Furthermore, in the security field, identifying the cause of a specific error code and proposing a solution is often complex and dependent on the experience and knowledge of the person in charge. This not only lengthens the time it takes to resolve the error, but also degrades the user experience. Therefore, there is a need for a system that can quickly and accurately identify the cause and provide an appropriate solution simply by entering the error code.

[0157] 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.

[0158] In this invention, the server includes means for accepting an error code entered by a user, means for acquiring information corresponding to the error code from a storage device, means for analyzing the acquired information and identifying the cause of the error code and a solution, means for identifying an appropriate support desk based on the analysis result, means for generating a response message including the identified support desk and the analysis result, means for transmitting the generated response message to the user, and means for managing and resolving network or system security error codes in real time. This makes it possible for a user to quickly and accurately identify the cause and provide an appropriate solution and support desk information simply by entering the error code.

[0159] An "error code" is an identifying code that a system or application generates to indicate a particular abnormal condition or problem.

[0160] A "storage device" is a device or system for storing data and retrieving that data as needed.

[0161] "Analysis" is the procedure or process of examining input data in detail to understand its meaning and structure.

[0162] A "cause" is a factor or reason that causes a particular result or condition.

[0163] A "solution" is a proposed method or means for solving a particular problem.

[0164] "Support Desk" means a contact point or support desk where Users can receive advice or assistance in resolving a problem.

[0165] A "response message" is a message containing information or instructions provided in response to a user's inquiry.

[0166] A "security error code" is an identification code that indicates an abnormality or problem related to the security of an information system.

[0167] "Real time" is a concept that indicates processing or responding to an event the moment it occurs.

[0168] A "network" is a system in which multiple computers and devices are connected to each other and share and communicate data.

[0169] This invention relates to a system that manages error codes entered by users as security system or network error codes, identifies the cause of the error in real time, and provides solutions and support contact information. Specific embodiments of this system are described below.

[0170] System configuration

[0171] The system consists of three main components: a server, a terminal, and a user. The user terminal provides an interface for inputting and transmitting error codes. The server receives and analyzes error codes, and generates and transmits response messages. The storage device functions as a storage for managing information related to error codes.

[0172] Hardware and software used

[0173] User device: React Native (building user interface)

[0174] Server: Node.js (server-side processing)

[0175] Storage device: MongoDB (database)

[0176] Analysis engine: Python (data analysis)

[0177] Response message generation: Flask (web framework)

[0178] Communication: WebSocket (real-time communication)

[0179] Processing procedures and examples

[0180] 1. User Action:

[0181] A user uses a smartphone to enter the security error code "Firewall block 1071" and submits it to the application's input form.

[0182] 2. Server processing:

[0183] The server receives the entered error code and searches MongoDB for the key "Firewall block 1071".

[0184] 3. Database response:

[0185] The database returns information such as "1071: Unauthorized access attempt," "Cause: Access from an abnormal IP address," and "Solution: Add the IP to the block list."

[0186] 4. Server Parsing and Response Generation:

[0187] Based on the information received, the server generates a response message like this:

[0188] Error "Firewall block 1071" occurred.

[0189] Description:Unauthorized access attempt.

[0190] Cause: Access from an abnormal IP address.

[0191] Solution: Add the IP address to your block list.

[0192] If the issue persists, contact our security team at security@example.com.

[0193] 5. Sending results to the user:

[0194] The server generates a response message and sends it to the user's application in real time for display.

[0195] Prompt Sentence Examples

[0196] An example of an input prompt for a generative AI model is as follows:

[0197] Please explain the error code Firewall block 1071 and provide the cause, solution, and support information.

[0198] This allows users to instantly obtain detailed information about errors that occur in the security system and quickly resolve the problem.

[0199] As described above, this system can manage error codes in real time and quickly present appropriate solutions to users, making it useful for resolving security-related issues.

[0200] The flow of the specific processing in the application example 1 will be described with reference to FIG.

[0201] Step 1:

[0202] A user enters a security error code into an application on their smartphone. The entered data is an error code, such as "Firewall block 1071." After the user enters this information, the device sends the error code to the server.

[0203] Step 2:

[0204] The server receives the error code sent from the user terminal. The server begins preparations to analyze the received data. At this time, the received data is an error code in string format. Based on this data, the server proceeds to the next step.

[0205] Step 3:

[0206] The server queries the storage device (MongoDB) based on the received error code. The server sends a search query to the database using the error code "Firewall block 1071" as a key. The input data is the error code, and the output data is information about the corresponding error code (explanation, cause, solution).

[0207] Step 4:

[0208] The storage device (MongoDB) responds to a query from the server with information about the error code. The database returns information to the server, such as "1071: Unauthorized access attempt," "Cause: Access from an abnormal IP address," and "Solution: Add the IP to the block list." The output returned from the database is sent to the server as a set of information.

[0209] Step 5:

[0210] The server analyzes the information received from the database. Using its internal analysis engine (Python), it identifies a detailed error description, the cause of the error, and a recommended solution. Based on this analyzed data, the server proceeds to the next step.

[0211] Step 6:

[0212] The server identifies the appropriate support point based on the analysis results, and additional data transformation and information retrieval is performed to include the appropriate support point information, such as contact information for the security team.

[0213] Step 7:

[0214] The server generates a response message based on the identified support contact and analysis results. The generated message includes an explanation of the error code, the cause of the error, a solution, and support contact information. The following message is generated:

[0215] Error "Firewall block 1071" occurred.

[0216] Description:Unauthorized access attempt.

[0217] Cause: Access from an abnormal IP address.

[0218] Solution: Add the IP address to your block list.

[0219] If the issue persists, contact our security team at security@example.com.

[0220] Step 8:

[0221] The server sends the generated response message to the user terminal, which receives the message in real time and displays it on the application screen, allowing the user to quickly obtain the specific solution and support contact information corresponding to the error code.

[0222] Through the above processing steps, the user can quickly and accurately identify the cause and obtain appropriate solutions and support contact information simply by entering the error code.

[0223] 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.

[0224] This invention combines a system that identifies the cause of an error and presents appropriate solutions and support contact information when a user simply inputs an error code with an emotion engine that recognizes the user's emotions. Specific embodiments of this system are described below.

[0225] System configuration

[0226] The system consists of the following main components: a server, a terminal, a user, and an emotion engine. The user terminal provides an interface for inputting and sending error codes. The server receives and analyzes the error codes, and generates and sends response messages. The database functions as storage for managing information about error codes. The emotion engine analyzes emotions from user input and makes adjustments to generate appropriate response messages.

[0227] Program processing overview

[0228] 1. Input acceptance

[0229] The user inputs the error code into their device and sends it to the server via a chat window or a dedicated input form. At the same time, emotion data is also captured from the user's input for emotional analysis.

[0230] 2. Receiving an error code

[0231] The server receives the error code and emotion data sent from the user's device. At this point, the server prepares to analyze the error code.

[0232] 3. Search for error information

[0233] The server queries the database for information related to the received error code, such as a detailed description, cause of the error, and recommended solutions.

[0234] 4. Get error details

[0235] The server receives the error information from the database and analyzes the obtained data to identify the detailed cause of the error and a solution to the problem.

[0236] 5. Emotion Data Analysis

[0237] The emotion engine analyzes the received emotion data to determine the user's current emotional state, for example, whether the user is feeling frustrated.

[0238] 6. Generating a Response Message

[0239] Based on the analysis results, the server generates a response message to be provided to the user. This message includes an explanation of the error code, the cause of the error, a solution, and appropriate support contact information. Based on the analysis results of the emotion engine, the tone of the message is adjusted according to the user's emotion.

[0240] 7. Sending a response message

[0241] The server generates a response message and sends it to the user's terminal, where the user can read it to understand how to resolve the error and contact support if necessary.

[0242] Specific examples

[0243] Suppose a user inputs the error code "404" from their device. This code indicates a web page cannot be found. Furthermore, if the user is feeling frustrated while inputting the code, the emotion engine will analyze it and notify the server.

[0244] 1. User operations

[0245] A user types "404" into a chat window and sends it. The emotional data entered includes frustration.

[0246] 2. Server Processing

[0247] The server receives the "404" error code and the frustration emotion data and queries the database for information related to this code.

[0248] 3. Database Response

[0249] The database will return information such as "404: Page Not Found," "Cause: Most likely an incorrect URL," and "Solution: Enter the correct URL or use the site search."

[0250] 4. Emotion Engine Analysis

[0251] The emotion engine identifies when the user is feeling frustrated and provides that information to the server.

[0252] 5. Server Analysis and Response Generation

[0253] The server takes into account the results of the emotion engine and generates a response message in a tone that will ease the user's frustration, such as:

[0254] Error "404" occurred.

[0255] Description: Page not found. We apologize for the inconvenience.

[0256] Cause: The URL is probably incorrect.

[0257] Solution: Please enter the correct URL or use the site search.

[0258] If the problem persists, please contact our support team immediately (support@example.com).

[0259] 6. Sending results to the user

[0260] The server sends the generated response message to the user's terminal and displays it in the chat window.

[0261] This system not only responds quickly and appropriately to user error codes, but also provides flexible responses that take into account the user's emotional state, greatly improving the user experience.

[0262] The processing flow will be explained below.

[0263] Step 1:

[0264] The user enters the error code and sends it in the chat window on the device. For example, the user enters "404" and clicks the "Send" button.

[0265] Step 2:

[0266] The device receives the user's input and sends it to the server. The device sends an HTTP POST request with the error code "404" and the user's emotional data (e.g., frustration) to the server.

[0267] Step 3:

[0268] The server receives the error code and emotion data. The server extracts the error code "404" and emotion data from the received HTTP POST request.

[0269] Step 4:

[0270] The server queries the database. The server sends the SQL query "SELECT FROM error_codes WHERE code = '404'" to the database.

[0271] Step 5:

[0272] The database returns information corresponding to the error code. The database returns information to the server, such as:

[0273] {

[0274] "code": "404",

[0275] "description": "Page not found",

[0276] "cause": "URL is likely incorrect",

[0277] "solution": "Enter the correct URL or use site search"

[0278] }

[0279] Step 6:

[0280] The server analyzes the information it has obtained and identifies the detailed cause of the error and a solution. Based on the information that "the page cannot be found because the URL is likely incorrect," the server identifies an appropriate solution.

[0281] Step 7:

[0282] The emotion engine analyzes the user's emotion data to identify the user's current emotional state. For example, the emotion engine recognizes that the user is feeling "frustrated."

[0283] Step 8:

[0284] The server generates a response message that reflects the analysis results of the emotion engine. The server generates the following message:

[0285] Error "404" occurred.

[0286] Description: Page not found. We apologize for the inconvenience.

[0287] Cause: The URL is probably incorrect.

[0288] Solution: Please enter the correct URL or use the site search.

[0289] If the problem persists, please contact our support team immediately (support@example.com).

[0290] Step 9:

[0291] The server generates a response message and sends it to the user's device, which returns the message to the device as an HTTP response.

[0292] Step 10:

[0293] The terminal receives the response message from the server and displays it to the user. The terminal displays the following message in the chat window:

[0294] Error "404" occurred.

[0295] Description: Page not found. We apologize for the inconvenience.

[0296] Cause: The URL is probably incorrect.

[0297] Solution: Please enter the correct URL or use the site search.

[0298] If the problem persists, please contact our support team immediately (support@example.com).

[0299] In this way, when the user simply inputs and transmits the error code, the server collects and analyzes information about the error, generates a message including a solution and contact information that takes into account the emotional state of the user, and provides it to the user.

[0300] Example 2

[0301] 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."

[0302] Conventional error code analysis systems often only provide unique information for the error code entered by the user, and generally lack a response that takes into account the user's emotional state. This can increase user frustration, especially when problem resolution is delayed. Furthermore, because the error analysis results and the information provided by the support staff are separated, effective support is often not provided.

[0303] The identification process by the identification processing unit 290 of the data processing device 12 in the second embodiment is realized by the following means. In this invention, the server includes means for accepting an identification code entered by a user, means for acquiring information corresponding to the identification code from a storage device, means for analyzing the acquired information to identify the cause of the identification code and a solution, means for identifying an appropriate troubleshooter based on the analysis result, means for generating a response message including the identified troubleshooter and the analysis result, means for sending the generated response message to the user, and means for analyzing the user's emotions and reflecting the analysis result in the message. This makes it possible to quickly and appropriately handle errors and provide support contact information while taking into consideration the user's emotional state.

[0304] "User" refers to the end user who operates the system and enters the identification code.

[0305] "Identification code" refers to a code or string of characters entered by a user to indicate a particular error or problem.

[0306] "Storage" refers to a storage system, such as a database, that stores information about identification codes, details, solutions, and responder information.

[0307] "Analysis" refers to the process of processing and analyzing data to identify causes and solutions based on the data obtained.

[0308] "Responders" refers to experts and support staff who are identified to provide appropriate support and solutions based on the analysis results.

[0309] "Response message" refers to a message provided to a user that includes identified causes, solutions, and responder information.

[0310] "Sentiment analysis" refers to the process of analyzing a user's emotional state from input data and reflecting the results in the message.

[0311] This invention is a system that, when a user inputs an identification code, identifies the cause of the problem and presents appropriate solutions and information on the person in charge of handling the problem. Furthermore, it incorporates an emotion analysis function that recognizes the user's emotions and reflects them in the response message. A specific embodiment of this system will be described below.

[0312] System configuration

[0313] The system's main components are a server, terminals, users, and an emotion analysis engine. User terminals include smartphones, tablets, and PCs. The server includes an error code analysis server and a database server, and the emotion analysis engine can also use cloud services.

[0314] Hardware or software used

[0315] Specifically, the following hardware and software are used:

[0316] User devices: smartphones, tablets, PCs

[0317] Server: Apache (registered trademark) HTTP Server, Nginx

[0318] Database: MySQL, PostgreSQL

[0319] Sentiment analysis engine: A general AI sentiment analysis engine service (e.g., Microsoft® Azure® Emotion API or IBM Watson® Tone Analyzer)

[0320] Data processing and calculation flow

[0321] 1. User Input

[0322] The user inputs the identification code into their own terminal and transmits it. In addition, the user can input emotion data when inputting.

[0323] 2. Data Reception

[0324] The server receives this data and registers the identification code and emotion data in an analysis queue.

[0325] 3. Database Search

[0326] Based on the identification code, the server retrieves the relevant detailed information, cause of occurrence, and solution from the database.

[0327] 4. Emotion analysis

[0328] The server sends the received emotion data to the emotion analysis engine and returns the results.

[0329] 5. Generating a Response Message

[0330] The server combines the acquired data with the results of sentiment analysis to generate a response message, which includes a description of the error, the cause of the error, a solution, and information about the person responsible for the response. The tone of the message is adjusted according to the results of sentiment analysis.

[0331] 6. Sending a Message

[0332] The server sends the generated response message to the user's terminal.

[0333] Specific examples

[0334] For example, consider a case where a user inputs the identification code "404" from his / her terminal and feels frustrated. The following is a specific embodiment.

[0335] 1. User operations

[0336] A user types "404" into a chat window and sends it. The emotional data entered includes frustration.

[0337] 2. Server Processing

[0338] The server receives the "404" code and the frustration emotion data and queries the database for information related to this code.

[0339] 3. Database Response

[0340] The database will return information such as "404: Page not found," "URL is likely incorrect," or "Enter the correct URL or use site search."

[0341] 4. Analysis of the Sentiment Analysis Engine

[0342] The sentiment analysis engine identifies when the user is frustrated and provides that information to the server.

[0343] 5. Server Analysis and Response Generation

[0344] The server takes into account the results of the sentiment analysis and generates a response message in a tone that will ease the user's frustration, such as:

[0345] Error "404" occurred.

[0346] Description: Page not found. We apologize for the inconvenience.

[0347] Cause: The URL is probably incorrect.

[0348] Solution: Please enter the correct URL or use the site search.

[0349] If the problem persists, contact the support representative (support@example.com) immediately.

[0350] 6. Sending results to the user

[0351] The server sends the result to the user's terminal, where the user receives the message, checks the contents, and decides on the next action.

[0352] Prompt Sentence Examples

[0353] For example, a sample input prompt for a generative AI model might look like this:

[0354] User input: "404, page not found"

[0355] User sentiment: "Frustration"

[0356] Analyze the error situation and generate appropriate solution statements. Be mindful of your tone, as the user is frustrated.

[0357] In short, this system allows for quick and appropriate error handling and the provision of information on who should be contacted, while taking into consideration the user's emotional state, thereby improving the user experience and enabling efficient problem resolution.

[0358] The flow of the identification process in the second embodiment will be described with reference to FIG.

[0359] Step 1: User enters identification code

[0360] The user uses their own device (smartphone, tablet, PC) to enter the identification code into a chat window or a dedicated input form.

[0361] Input content: Identification code (e.g. "404")

[0362] Output: Sending the identification code from the terminal to the server

[0363] Step 2: Sending error code and emotion data

[0364] The terminal transmits the identification code entered by the user together with data on the user's emotional state (e.g., frustration) to the server.

[0365] Input: User-entered identification code and emotion data

[0366] Output: Identification code and emotion data received by the server

[0367] Step 3: The server receives the identification code and emotion data.

[0368] The server receives the identification code and emotion data sent by the user and registers them in a queue for analysis.

[0369] Input: Identification code and emotion data from the terminal

[0370] Output: Identification code and emotion data registered in the analysis queue

[0371] Step 4: Request to the database to retrieve error information

[0372] Based on the identification code, the server sends a query to a storage device (database) to search for related information.

[0373] Input: Identification code obtained from the analysis queue

[0374] Output: Sending a query to the database

[0375] Step 5: Retrieve error information from the database

[0376] The database analyzes the received query and returns detailed information corresponding to the identification code (e.g., error code description, cause of occurrence, and solution) to the server.

[0377] Input: Query from the server

[0378] Output: Detailed information related to the identification code

[0379] Step 6: Analyze the emotional data using the emotion analysis engine

[0380] The server then sends the received emotional data to an emotion analysis engine to analyze the user's emotional state. The emotion analysis engine then converts the level of frustration or stress into a numerical value and returns it to the server.

[0381] Input: User emotion data

[0382] Output: Sentiment analysis results (e.g., frustration level)

[0383] Step 7: Server generates response message

[0384] The server combines the acquired error information with the results of the sentiment analysis to generate a response message to be provided to the user. This message includes a description of the error, the cause of the error, a solution, and information about the person responsible for the response. The tone of the message can also be adjusted depending on the results of the sentiment analysis.

[0385] Input: Error information and sentiment analysis results

[0386] Output: The generated response message

[0387] Step 8: The server sends a response message to the user terminal.

[0388] The server sends the generated response message to the user's terminal via HTTPS.

[0389] Input: The generated response message

[0390] Output: Sending a response message to the user terminal

[0391] Step 9: User receives response message

[0392] The user checks the response message received on the terminal, understands the contents, and, if necessary, contacts the person in charge of troubleshooting.

[0393] Input: Response message from the server

[0394] Output: User understanding and action

[0395] (Application example 2)

[0396] 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."

[0397] Conventional error code analysis systems can provide the cause of an error and a solution by having the user input an error code, but they do not sufficiently consider the user's emotions. As a result, it is difficult to reduce the user's frustration and stress while handling the error, resulting in a poor user experience. In particular, on online shopping sites, it is important to provide appropriate support for the user's emotions when an error occurs related to ordering or delivery.

[0398] The identification process by the identification 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 means for accepting an error code entered by a user, means for acquiring information corresponding to the error code from a database, means for analyzing the acquired information and identifying the cause of the error code and a solution, means for acquiring emotion data and analyzing the emotion, means for adjusting a response message based on the emotion data, means for generating a response message including the identified support desk and the analysis results, and means for sending the generated response message to the user. This makes it possible to provide an appropriate response message that takes emotion into consideration when a user enters an error code, thereby improving the user experience.

[0399] The "means for accepting an error code entered by a user" is a function that provides an interface for transmitting an error code entered by a user through a terminal to a server and receiving the error code.

[0400] The "means for obtaining information corresponding to the error code from the database" is a function that queries the database based on the received error code and obtains detailed information about the corresponding error.

[0401] "Means for analyzing the acquired information and identifying the cause of the error code and a solution" is a function that identifies the cause of the error based on the information acquired from the database and performs processing to find a corresponding solution.

[0402] The "means for acquiring emotional data and analyzing the emotions" is a function that extracts emotional information from user input or voice data, analyzes the data, and determines the user's current emotional state.

[0403] The "means for adjusting a response message based on emotional data" is a function for generating an adjusted response message that takes into consideration the emotional state of the user in accordance with the analyzed emotional data.

[0404] The "means for generating a response message including the identified support contact and analysis results" is a function for creating a response message that includes the cause of the problem, a solution, appropriate support contact information, and a tone that takes into account emotions.

[0405] The "means for transmitting the generated response message to the user" refers to a communication means for transmitting the generated response message to the user's terminal and displaying it there.

[0406] This invention provides a system that combines error code analysis and emotion recognition for customer support on online shopping sites. Specific configurations and processes for implementing this invention are described below.

[0407] System Configuration

[0408] The system consists of the following main components: a server, a user terminal, a database, and an emotion recognition engine.

[0409] 1. Server:

[0410] The server plays a central role in receiving error codes sent from users and performing analysis processing. To implement the present invention, the server includes the following means:

[0411] A means of accepting user-entered error codes

[0412] A means of retrieving information corresponding to an error code from the database

[0413] A means for analyzing the acquired information and identifying the cause of the error code and a solution to the problem.

[0414] A means of acquiring emotional data and analyzing that emotion

[0415] A means of tailoring response messages based on emotional data

[0416] A means of generating a response message that includes the identified support contact and the analysis results.

[0417] A means of sending the generated response message to the user

[0418] 2. User Device:

[0419] The user device provides an interface for the user to input error codes and emotion data and send them to the server. This includes smartphone apps, web browser applications, etc.

[0420] 3. Database:

[0421] The database stores information about error codes, their details, and associated solutions, allowing the server to quickly retrieve error information.

[0422] 4. Emotion Recognition Engine:

[0423] Emotion recognition engines provide models for analyzing emotions from user input or voice data, such as the Google® Cloud Natural Language API.

[0424] Processing steps

[0425] The system process is as follows:

[0426] 1. User Action:

[0427] Using a smartphone app, users input the error code and submit it along with emotional data, which is then automatically acquired based on text and voice analysis.

[0428] 2. Server processing:

[0429] The server receives the error code and emotion data sent by the user, retrieves the relevant information from the database based on the error code, and simultaneously analyzes the user's emotion using an emotion recognition engine.

[0430] 3. Generate a response message:

[0431] The server generates a response message for the user based on the acquired error information and emotion data. The response message includes an explanation of the error code, the cause of the error, a solution, and support contact information.

[0432] 4. Send to User:

[0433] The generated response message is sent to the user's terminal and displayed, allowing the user to understand the details of the error and take appropriate measures.

[0434] Specific examples

[0435] If a user sends the error code "404" from a smartphone app and expresses frustration, the server generates the following response message:

[0436] Error "404" occurred.

[0437] Description: Page not found. We apologize for the inconvenience.

[0438] Cause: The URL is probably incorrect.

[0439] Solution: Please enter the correct URL or use the site search.

[0440] If the problem persists, contact support immediately.

[0441] Prompt Sentence Examples

[0442] User input: "I entered error code 1234. My item never arrived!"

[0443] Prompt the generative AI model:

[0444] "Get the information about error code 1234 and generate a response message that takes into account the user's emotion, which is anger."

[0445] This system significantly improves the user experience by providing a fast and appropriate response to the user's error code and taking into account the user's emotional state.

[0446] The flow of the specific processing in the application example 2 will be described with reference to FIG.

[0447] Step 1:

[0448] A user uses a smartphone app to input and send an error code. The input is done through a chat window or a dedicated form, and emotional data is also sent. In this case, the error code entered by the user (e.g., "404") and the emotional data (e.g., frustration) at the time are sent to the server.

[0449] Step 2:

[0450] The server receives the error code and emotion data sent by the user, queries the database for the error code, and retrieves related details, including a description of the error code, the cause of the error, and a recommended solution.

[0451] Step 3:

[0452] The server analyzes the error information retrieved from the database to identify the detailed cause and solution of the error. During this analysis process, it compares the error code with known problem data related to the error code and extracts the appropriate solution.

[0453] Step 4:

[0454] At the same time, the server inputs the received emotion data into an emotion recognition engine to analyze the user's emotional state. The emotion recognition engine (e.g., Google Cloud Natural Language API) is used to identify the user's emotion from text or voice, and outputs emotional states such as frustration or anger.

[0455] Step 5:

[0456] The server generates a response message based on the results of the emotion analysis. The response message includes an explanation of the error code, the cause of the error, a solution, and support contact information. The tone and expression of the message are also adjusted according to the emotion data. If the user is feeling frustrated, the message is generated in an empathetic tone.

[0457] Step 6:

[0458] The server generates a response message and sends it to the user's device. The user's device displays the received message and provides the user with error information, allowing the user to understand the cause and solution of the error and contact support if necessary.

[0459] (Specific operation example)

[0460] Example: If the user enters "I entered error code 1234. My item has not arrived!"

[0461] 1. In posting step 1, the error code "1234" and emotion data (anger) are sent.

[0462] 2. In posting step 2, the server receives the error code and emotion data and retrieves the information from the database.

[0463] 3. In publication step 3, the details of the error are analyzed and the information is obtained that the error was caused by a delivery delay.

[0464] 4. In step 4, the emotion recognition engine identifies the user's anger and returns the result to the server.

[0465] 5. In step 5, the server generates a response message such as "An error has occurred due to a delivery delay and we will respond immediately."

[0466] 6. In posting step 6, the generated message is sent to the user's terminal and displayed.

[0467] In this way, it is possible to take a prompt and appropriate error response while taking into consideration the user's feelings.

[0468] 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.

[0469] The data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of the data generation model 58 is ChatGPT (registered trademark) (Internet search engine).<URL: https: / / openai.com / blog / chatgpt> ), Gemini (registered trademark) (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.

[0470] 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.

[0471] [Second embodiment]

[0472] FIG. 3 shows an example of the configuration of a data processing system 210 according to the second embodiment.

[0473] 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.

[0474] 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).

[0475] 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.

[0476] 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.

[0477] 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).

[0478] 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.

[0479] 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.

[0480] 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.

[0481] 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.

[0482] 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.

[0483] 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."

[0484] This invention relates to a system that identifies the cause of an error and presents appropriate solutions and support contact information when a user simply inputs an error code. Specific embodiments of this system are described below.

[0485] System configuration

[0486] The system consists of three main components: a server, a terminal, and a user. The user terminal provides an interface for inputting and sending error codes. The server receives and analyzes error codes, and generates and sends response messages. The database functions as storage for managing information related to error codes.

[0487] Program processing overview

[0488] 1. Input acceptance

[0489] The user enters the error code into their device and sends it to the server via a chat window or a dedicated input form.

[0490] 2. Receiving an error code

[0491] The server receives the error code sent from the user's terminal. At this point, the server prepares to analyze the error code.

[0492] 3. Search for error information

[0493] The server queries the database for information related to the received error code, such as a detailed description, cause of the error, and recommended solutions.

[0494] 4. Get error details

[0495] The server receives the error information from the database and analyzes the obtained data to identify the detailed cause of the error and a solution to the problem.

[0496] 5. Generating a Response Message

[0497] Based on the analysis, the server generates a response message to be provided to the user, which includes an explanation of the error code, the cause of the error, a solution, and appropriate support contact information.

[0498] 6. Sending a response message

[0499] The server generates a response message and sends it to the user's terminal, where the user can read it to understand how to resolve the error and contact support if necessary.

[0500] Specific examples

[0501] Suppose a user enters the error code "404" from their device, which indicates a web page not found error.

[0502] 1. User operations

[0503] The user types "404" into the chat window and sends it.

[0504] 2. Server Processing

[0505] The server receives the "404" error code and queries the database for information related to this code.

[0506] 3. Database Response

[0507] The database will return information such as "404: Page Not Found," "Cause: Most likely an incorrect URL," and "Solution: Enter the correct URL or use the site search."

[0508] 4. Server Analysis and Response Generation

[0509] Based on the information received, the server generates a response message like this:

[0510] Error "404" occurred.

[0511] Description: Page not found.

[0512] Possible cause: The URL is probably incorrect.

[0513] Solution: Enter the correct URL or use the site search.

[0514] If the problem persists, please contact our support team at support@example.com.

[0515] 5. Sending results to the user

[0516] The server sends the generated response message to the user's terminal and displays it in the chat window.

[0517] By following these steps, the system can quickly and accurately identify the cause of the error based on the error code entered by the user, and provide a solution and appropriate support contact information, thereby improving the user experience and helping to resolve the problem.

[0518] The processing flow will be explained below.

[0519] Step 1:

[0520] The user enters the error code and sends it in the chat window on the device. The user enters "404" and clicks the "Send" button.

[0521] Step 2:

[0522] The terminal receives the user's input and sends it to the server. The terminal sends an HTTP POST request with the error code "404" to the server.

[0523] Step 3:

[0524] The server receives the error code. The server extracts the error code "404" from the incoming HTTP POST request.

[0525] Step 4:

[0526] The server queries the database. The server sends the SQL query "SELECT FROM error_codes WHERE code = '404'" to the database.

[0527] Step 5:

[0528] The database returns information corresponding to the error code. The database returns information to the server, such as:

[0529] {

[0530] "code": "404",

[0531] "description": "Page not found",

[0532] "cause": "URL is likely incorrect",

[0533] "solution": "Enter the correct URL or use site search"

[0534] }

[0535] Step 6:

[0536] The server analyzes the information it receives and generates an appropriate response message. The server generates the following message:

[0537] Error "404" occurred.

[0538] Description: Page not found.

[0539] Possible cause: The URL is probably incorrect.

[0540] Solution: Enter the correct URL or use the site search.

[0541] If the problem persists, please contact our support team at support@example.com.

[0542] Step 7:

[0543] The server generates a response message and sends it to the user's device, which returns the message to the device as an HTTP response.

[0544] Step 8:

[0545] The terminal receives the response message from the server and displays it to the user. The terminal displays the following message in the chat window:

[0546] Error "404" occurred.

[0547] Description: Page not found.

[0548] Possible cause: The URL is probably incorrect.

[0549] Solution: Enter the correct URL or use the site search.

[0550] If the problem persists, please contact our support team at support@example.com.

[0551] In this way, the user simply inputs and submits an error code, and the server collects and analyzes information about the error, generates a message containing an appropriate solution and contact information, and provides it to the user.

[0552] Example 1

[0553] 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."

[0554] With the current system, it is difficult to identify the cause of an error code and quickly provide the user with an appropriate solution. In particular, the task of consistently managing the different details for each error code and presenting the appropriate support contact point is time-consuming and inefficient. This results in a lack of quick response when users encounter an error, resulting in a poor user experience.

[0555] 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.

[0556] In this invention, the server includes means for accepting an error code entered by a user, means for transmitting the error code to the server, means for the server to receive the error code, means for the server to retrieve information corresponding to the error code from a database, means for analyzing the retrieved information and identifying a cause of the error code and a solution to the error, means for identifying an appropriate support desk based on the analysis results, means for generating a response message including the identified support desk and the analysis results, and means for transmitting the generated response message to the user. This enables a user to quickly and accurately obtain the cause and solution of an error code by simply entering the error code, and access the necessary support desk.

[0557] A "user" is a person who uses this system, who inputs error codes and receives information.

[0558] An "error code" is a specific code used to identify system or application errors, with a unique identifier for each error.

[0559] "Terminal" refers to a device used by a user, including a PC, smartphone, tablet, etc.

[0560] A "server" is a computer system that receives error codes, interacts with databases, and generates and transmits analysis results.

[0561] The "database" is a storage system for centrally managing information about error codes, including error codes, detailed information, solutions, and so on.

[0562] "Analysis" refers to the process by which the server identifies the cause of the error and a solution based on the information it obtains from the database.

[0563] A "response message" is a message generated based on the analysis results, and includes an explanation of the error code, the cause of the error, a solution, and support contact information.

[0564] "Support Contact" refers to contact information for the User to seek further assistance regarding the Error.

[0565] This invention is a system that automatically provides the cause and solution of an error when the user inputs the error code. This system is composed of the following main components: a user, a terminal, a server, and a database.

[0566] First, the user uses their device (PC, smartphone, tablet, etc.) to enter the error code into a chat window or dedicated input form. The web browser or mobile application installed on this device accepts the user's input and sends the error code to the server. The software on the device may be, for example, HTML or JavaScript for operations on a web browser, or Swift or Kotlin for operations on a mobile app.

[0567] Next, the server prepares to analyze the received error code. The server, for example, has Django or another web framework installed. The server runs a program written in Python or Java, and upon receiving the error code, it generates a query against a database. This database can be a relational database such as PostgreSQL or MySQL, and stores information about the error code, its details, and related solutions.

[0568] The server retrieves information related to the error code from the database and analyzes the data. The information includes a detailed description of the error code, the cause of the error, and a recommended solution. The server analyzes this information to determine the cause of the error and the best solution.

[0569] Based on the analysis results, the server generates a response message that includes a description of the error code, the cause of the error, a solution, and support contact information, such as contact information for the support team or a link to a specific web page.

[0570] Finally, the server sends the generated response message to the user's terminal, which displays the message in a chat window or a dedicated interface, allowing the user to obtain clues for solving their problem.

[0571] As a specific example of how this works, consider the case where a user enters the error code "404" from their device. This code indicates an error that the web page cannot be found. The server receives the error code "404" and queries the database for information related to this code. The database returns information such as "404: Page Not Found," "Cause: The URL is likely incorrect," and "Solution: Enter the correct URL or use the site search." The server uses this information to generate a response message and sends the following message to the user:

[0572] Error "404" occurred.

[0573] Description: Page not found.

[0574] Possible cause: The URL is probably incorrect.

[0575] Solution: Enter the correct URL or use the site search.

[0576] If the problem persists, please contact our support team at support@example.com.

[0577] In this way, the system allows users to quickly and accurately obtain the cause and solution of an error simply by entering the error code, and also provides appropriate support contact information as needed, thereby contributing to an improved user experience.

[0578] The flow of the identification process in the first embodiment will be described with reference to FIG.

[0579] Step 1: Input reception

[0580] The user enters the error code using their own device (PC, smartphone, tablet, etc.). Specifically, the user enters the error code in a chat window or a dedicated input form and clicks the "Send" button.

[0581] Input: The user enters the error code "404" into the input form and submits it.

[0582] Output: The entered error code "404" is sent to the server by the terminal.

[0583] Step 2: Receiving the error code

[0584] The server receives the error code sent from the user terminal, temporarily stores the received error code in memory, and prepares it for analysis in the next step.

[0585] Input: Error code "404" sent from the terminal.

[0586] Output: Error code "404" stored in server memory.

[0587] Step 3: Find error information

[0588] The server queries the database for information related to the error code. Specifically, the server generates a query such as "SELECT FROM error_info WHERE error_code = '404'" and sends it to the database.

[0589] Input: Error code "404" stored in memory.

[0590] Output: Error information returned from the database (e.g. "404: Page Not Found", "Cause: Most likely a bad URL", "Solution: Enter the correct URL or use site search").

[0591] Step 4: Get error details

[0592] The server receives the error information returned from the database and analyzes it to determine the cause of the error and the best solution.

[0593] Input: Error information returned from the database.

[0594] Output: Analysis results (e.g., cause and solution for error "404").

[0595] Step 5: Generate a response message

[0596] The server generates a response message based on the analysis results, which includes an explanation of the error code, the cause of the error, a solution, and support contact information.

[0597] Input: Analysis results (cause of error "404" and solutions).

[0598] Output: Response message (e.g. "Error '404' has occurred. Description: Page not found. Cause: The URL is likely incorrect. Solution: Enter the correct URL or use site search. If the problem persists, contact our support team at support@example.com.").

[0599] Step 6: Send a response message

[0600] The server sends the generated response message to the user's terminal, which displays the received message in a chat window or a dedicated interface.

[0601] Input: The generated response message.

[0602] Output: The response message that is displayed on the user's terminal.

[0603] Through these steps, the system quickly and accurately identifies the cause of the error based on the error code entered by the user and provides a solution to the user, allowing the user to understand how to resolve the error and contact support if necessary.

[0604] (Application example 1)

[0605] 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."

[0606] Conventional error code management systems often respond slowly to specific error codes and do not provide solutions quickly. Furthermore, in the security field, identifying the cause of a specific error code and proposing a solution is often complex and dependent on the experience and knowledge of the person in charge. This not only lengthens the time it takes to resolve the error, but also degrades the user experience. Therefore, there is a need for a system that can quickly and accurately identify the cause and provide an appropriate solution simply by entering the error code.

[0607] 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.

[0608] In this invention, the server includes means for accepting an error code entered by a user, means for acquiring information corresponding to the error code from a storage device, means for analyzing the acquired information and identifying the cause of the error code and a solution, means for identifying an appropriate support desk based on the analysis result, means for generating a response message including the identified support desk and the analysis result, means for transmitting the generated response message to the user, and means for managing and resolving network or system security error codes in real time. This makes it possible for a user to quickly and accurately identify the cause and provide an appropriate solution and support desk information simply by entering the error code.

[0609] An "error code" is an identifying code that a system or application generates to indicate a particular abnormal condition or problem.

[0610] A "storage device" is a device or system for storing data and retrieving that data as needed.

[0611] "Analysis" is the procedure or process of examining input data in detail to understand its meaning and structure.

[0612] A "cause" is a factor or reason that causes a particular result or condition.

[0613] A "solution" is a proposed method or means for solving a particular problem.

[0614] "Support Desk" means a contact point or support desk where Users can receive advice or assistance in resolving a problem.

[0615] A "response message" is a message containing information or instructions provided in response to a user's inquiry.

[0616] A "security error code" is an identification code that indicates an abnormality or problem related to the security of an information system.

[0617] "Real time" is a concept that indicates processing or responding to an event the moment it occurs.

[0618] A "network" is a system in which multiple computers and devices are connected to each other and share and communicate data.

[0619] This invention relates to a system that manages error codes entered by users as security system or network error codes, identifies the cause of the error in real time, and provides solutions and support contact information. Specific embodiments of this system are described below.

[0620] System configuration

[0621] The system consists of three main components: a server, a terminal, and a user. The user terminal provides an interface for inputting and transmitting error codes. The server receives and analyzes error codes, and generates and transmits response messages. The storage device functions as a storage for managing information related to error codes.

[0622] Hardware and software used

[0623] User device: React Native (building user interface)

[0624] Server: Node.js (server-side processing)

[0625] Storage device: MongoDB (database)

[0626] Analysis engine: Python (data analysis)

[0627] Response message generation: Flask (web framework)

[0628] Communication: WebSocket (real-time communication)

[0629] Processing procedures and examples

[0630] 1. User Action:

[0631] A user uses a smartphone to enter the security error code "Firewall block 1071" and submits it to the application's input form.

[0632] 2. Server processing:

[0633] The server receives the entered error code and searches MongoDB for the key "Firewall block 1071".

[0634] 3. Database response:

[0635] The database returns information such as "1071: Unauthorized access attempt," "Cause: Access from an abnormal IP address," and "Solution: Add the IP to the block list."

[0636] 4. Server Parsing and Response Generation:

[0637] Based on the information received, the server generates a response message like this:

[0638] Error "Firewall block 1071" occurred.

[0639] Description:Unauthorized access attempt.

[0640] Cause: Access from an abnormal IP address.

[0641] Solution: Add the IP address to your block list.

[0642] If the issue persists, contact our security team at security@example.com.

[0643] 5. Sending results to the user:

[0644] The server generates a response message and sends it to the user's application in real time for display.

[0645] Prompt Sentence Examples

[0646] An example of an input prompt for a generative AI model is as follows:

[0647] Please explain the error code Firewall block 1071 and provide the cause, solution, and support information.

[0648] This allows users to instantly obtain detailed information about errors that occur in the security system and quickly resolve the problem.

[0649] As described above, this system can manage error codes in real time and quickly present appropriate solutions to users, making it useful for resolving security-related issues.

[0650] The flow of the specific processing in the application example 1 will be described with reference to FIG.

[0651] Step 1:

[0652] A user enters a security error code into an application on their smartphone. The entered data is an error code, such as "Firewall block 1071." After the user enters this information, the device sends the error code to the server.

[0653] Step 2:

[0654] The server receives the error code sent from the user terminal. The server begins preparations to analyze the received data. At this time, the received data is an error code in string format. Based on this data, the server proceeds to the next step.

[0655] Step 3:

[0656] The server queries the storage device (MongoDB) based on the received error code. The server sends a search query to the database using the error code "Firewall block 1071" as a key. The input data is the error code, and the output data is information about the corresponding error code (explanation, cause, solution).

[0657] Step 4:

[0658] The storage device (MongoDB) responds to a query from the server with information about the error code. The database returns information to the server, such as "1071: Unauthorized access attempt," "Cause: Access from an abnormal IP address," and "Solution: Add the IP to the block list." The output returned from the database is sent to the server as a set of information.

[0659] Step 5:

[0660] The server analyzes the information received from the database. Using its internal analysis engine (Python), it identifies a detailed error description, the cause of the error, and a recommended solution. Based on this analyzed data, the server proceeds to the next step.

[0661] Step 6:

[0662] The server identifies the appropriate support point based on the analysis results, and additional data transformation and information retrieval is performed to include the appropriate support point information, such as contact information for the security team.

[0663] Step 7:

[0664] The server generates a response message based on the identified support contact and analysis results. The generated message includes an explanation of the error code, the cause of the error, a solution, and support contact information. The following message is generated:

[0665] Error "Firewall block 1071" occurred.

[0666] Description:Unauthorized access attempt.

[0667] Cause: Access from an abnormal IP address.

[0668] Solution: Add the IP address to your block list.

[0669] If the issue persists, contact our security team at security@example.com.

[0670] Step 8:

[0671] The server sends the generated response message to the user terminal, which receives the message in real time and displays it on the application screen, allowing the user to quickly obtain the specific solution and support contact information corresponding to the error code.

[0672] Through the above processing steps, the user can quickly and accurately identify the cause and obtain appropriate solutions and support contact information simply by entering the error code.

[0673] 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.

[0674] This invention combines a system that identifies the cause of an error and presents appropriate solutions and support contact information when a user simply inputs an error code with an emotion engine that recognizes the user's emotions. Specific embodiments of this system are described below.

[0675] System configuration

[0676] The system consists of the following main components: a server, a terminal, a user, and an emotion engine. The user terminal provides an interface for inputting and sending error codes. The server receives and analyzes the error codes, and generates and sends response messages. The database functions as storage for managing information about error codes. The emotion engine analyzes emotions from user input and makes adjustments to generate appropriate response messages.

[0677] Program processing overview

[0678] 1. Input acceptance

[0679] The user inputs the error code into their device and sends it to the server via a chat window or a dedicated input form. At the same time, emotion data is also captured from the user's input for emotional analysis.

[0680] 2. Receiving an error code

[0681] The server receives the error code and emotion data sent from the user's device. At this point, the server prepares to analyze the error code.

[0682] 3. Search for error information

[0683] The server queries the database for information related to the received error code, such as a detailed description, cause of the error, and recommended solutions.

[0684] 4. Get error details

[0685] The server receives the error information from the database and analyzes the obtained data to identify the detailed cause of the error and a solution to the problem.

[0686] 5. Emotion Data Analysis

[0687] The emotion engine analyzes the received emotion data to determine the user's current emotional state, for example, whether the user is feeling frustrated.

[0688] 6. Generating a Response Message

[0689] Based on the analysis results, the server generates a response message to be provided to the user. This message includes an explanation of the error code, the cause of the error, a solution, and appropriate support contact information. Based on the analysis results of the emotion engine, the tone of the message is adjusted according to the user's emotion.

[0690] 7. Sending a response message

[0691] The server generates a response message and sends it to the user's terminal, where the user can read it to understand how to resolve the error and contact support if necessary.

[0692] Specific examples

[0693] Suppose a user inputs the error code "404" from their device. This code indicates a web page cannot be found. Furthermore, if the user is feeling frustrated while inputting the code, the emotion engine will analyze it and notify the server.

[0694] 1. User operations

[0695] A user types "404" into a chat window and sends it. The emotional data entered includes frustration.

[0696] 2. Server Processing

[0697] The server receives the "404" error code and the frustration emotion data and queries the database for information related to this code.

[0698] 3. Database Response

[0699] The database will return information such as "404: Page Not Found," "Cause: Most likely an incorrect URL," and "Solution: Enter the correct URL or use the site search."

[0700] 4. Emotion Engine Analysis

[0701] The emotion engine identifies when the user is feeling frustrated and provides that information to the server.

[0702] 5. Server Analysis and Response Generation

[0703] The server takes into account the results of the emotion engine and generates a response message in a tone that will ease the user's frustration, such as:

[0704] Error "404" occurred.

[0705] Description: Page not found. We apologize for the inconvenience.

[0706] Cause: The URL is probably incorrect.

[0707] Solution: Please enter the correct URL or use the site search.

[0708] If the problem persists, please contact our support team immediately (support@example.com).

[0709] 6. Sending results to the user

[0710] The server sends the generated response message to the user's terminal and displays it in the chat window.

[0711] This system not only responds quickly and appropriately to user error codes, but also provides flexible responses that take into account the user's emotional state, greatly improving the user experience.

[0712] The processing flow will be explained below.

[0713] Step 1:

[0714] The user enters the error code and sends it in the chat window on the device. For example, the user enters "404" and clicks the "Send" button.

[0715] Step 2:

[0716] The device receives the user's input and sends it to the server. The device sends an HTTP POST request with the error code "404" and the user's emotional data (e.g., frustration) to the server.

[0717] Step 3:

[0718] The server receives the error code and emotion data. The server extracts the error code "404" and emotion data from the received HTTP POST request.

[0719] Step 4:

[0720] The server queries the database. The server sends the SQL query "SELECT FROM error_codes WHERE code = '404'" to the database.

[0721] Step 5:

[0722] The database returns information corresponding to the error code. The database returns information to the server, such as:

[0723] {

[0724] "code": "404",

[0725] "description": "Page not found",

[0726] "cause": "URL is likely incorrect",

[0727] "solution": "Enter the correct URL or use site search"

[0728] }

[0729] Step 6:

[0730] The server analyzes the information it has obtained and identifies the detailed cause of the error and a solution. Based on the information that "the page cannot be found because the URL is likely incorrect," the server identifies an appropriate solution.

[0731] Step 7:

[0732] The emotion engine analyzes the user's emotion data to identify the user's current emotional state. For example, the emotion engine recognizes that the user is feeling "frustrated."

[0733] Step 8:

[0734] The server generates a response message that reflects the analysis results of the emotion engine. The server generates the following message:

[0735] Error "404" occurred.

[0736] Description: Page not found. We apologize for the inconvenience.

[0737] Cause: The URL is probably incorrect.

[0738] Solution: Please enter the correct URL or use the site search.

[0739] If the problem persists, please contact our support team immediately (support@example.com).

[0740] Step 9:

[0741] The server generates a response message and sends it to the user's device, which returns the message to the device as an HTTP response.

[0742] Step 10:

[0743] The terminal receives the response message from the server and displays it to the user. The terminal displays the following message in the chat window:

[0744] Error "404" occurred.

[0745] Description: Page not found. We apologize for the inconvenience.

[0746] Cause: The URL is probably incorrect.

[0747] Solution: Please enter the correct URL or use the site search.

[0748] If the problem persists, please contact our support team immediately (support@example.com).

[0749] In this way, when the user simply inputs and transmits the error code, the server collects and analyzes information about the error, generates a message including a solution and contact information that takes into account the emotional state of the user, and provides it to the user.

[0750] Example 2

[0751] 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."

[0752] Conventional error code analysis systems often only provide unique information for the error code entered by the user, and generally lack a response that takes into account the user's emotional state. This can increase user frustration, especially when problem resolution is delayed. Furthermore, because the error analysis results and the information provided by the support staff are separated, effective support is often not provided.

[0753] The identification process by the identification processing unit 290 of the data processing device 12 in the second embodiment is realized by the following means. In this invention, the server includes means for accepting an identification code entered by a user, means for acquiring information corresponding to the identification code from a storage device, means for analyzing the acquired information to identify the cause of the identification code and a solution, means for identifying an appropriate troubleshooter based on the analysis result, means for generating a response message including the identified troubleshooter and the analysis result, means for sending the generated response message to the user, and means for analyzing the user's emotions and reflecting the analysis result in the message. This makes it possible to quickly and appropriately handle errors and provide support contact information while taking into consideration the user's emotional state.

[0754] "User" refers to the end user who operates the system and enters the identification code.

[0755] "Identification code" refers to a code or string of characters entered by a user to indicate a particular error or problem.

[0756] "Storage" refers to a storage system, such as a database, that stores information about identification codes, details, solutions, and responder information.

[0757] "Analysis" refers to the process of processing and analyzing data to identify causes and solutions based on the data obtained.

[0758] "Responders" refers to experts and support staff who are identified to provide appropriate support and solutions based on the analysis results.

[0759] "Response message" refers to a message provided to a user that includes identified causes, solutions, and responder information.

[0760] "Sentiment analysis" refers to the process of analyzing a user's emotional state from input data and reflecting the results in the message.

[0761] This invention is a system that, when a user inputs an identification code, identifies the cause of the problem and presents appropriate solutions and information on the person in charge of handling the problem. Furthermore, it incorporates an emotion analysis function that recognizes the user's emotions and reflects them in the response message. A specific embodiment of this system will be described below.

[0762] System configuration

[0763] The system's main components are a server, terminals, users, and an emotion analysis engine. User terminals include smartphones, tablets, and PCs. The server includes an error code analysis server and a database server, and the emotion analysis engine can also use cloud services.

[0764] Hardware or software used

[0765] Specifically, the following hardware and software are used:

[0766] User devices: smartphones, tablets, PCs

[0767] Server: Apache HTTP Server, Nginx

[0768] Database: MySQL, PostgreSQL

[0769] Sentiment analysis engine: A general AI sentiment analysis engine service (e.g., Microsoft Azure Emotion API or IBM Watson Tone Analyzer)

[0770] Data processing and calculation flow

[0771] 1. User Input

[0772] The user inputs the identification code into their own terminal and transmits it. In addition, the user can input emotion data when inputting.

[0773] 2. Data Reception

[0774] The server receives this data and registers the identification code and emotion data in an analysis queue.

[0775] 3. Database Search

[0776] Based on the identification code, the server retrieves the relevant detailed information, cause of occurrence, and solution from the database.

[0777] 4. Emotion analysis

[0778] The server sends the received emotion data to the emotion analysis engine and returns the results.

[0779] 5. Generating a Response Message

[0780] The server combines the acquired data with the results of sentiment analysis to generate a response message, which includes a description of the error, the cause of the error, a solution, and information about the person responsible for the response. The tone of the message is adjusted according to the results of sentiment analysis.

[0781] 6. Sending a Message

[0782] The server sends the generated response message to the user's terminal.

[0783] Specific examples

[0784] For example, consider a case where a user inputs the identification code "404" from his / her terminal and feels frustrated. The following is a specific embodiment.

[0785] 1. User operations

[0786] A user types "404" into a chat window and sends it. The emotional data entered includes frustration.

[0787] 2. Server Processing

[0788] The server receives the "404" code and the frustration emotion data and queries the database for information related to this code.

[0789] 3. Database Response

[0790] The database will return information such as "404: Page not found," "URL is likely incorrect," or "Enter the correct URL or use site search."

[0791] 4. Analysis of the Sentiment Analysis Engine

[0792] The sentiment analysis engine identifies when the user is frustrated and provides that information to the server.

[0793] 5. Server Analysis and Response Generation

[0794] The server takes into account the results of the sentiment analysis and generates a response message in a tone that will ease the user's frustration, such as:

[0795] Error "404" occurred.

[0796] Description: Page not found. We apologize for the inconvenience.

[0797] Cause: The URL is probably incorrect.

[0798] Solution: Please enter the correct URL or use the site search.

[0799] If the problem persists, contact the support representative (support@example.com) immediately.

[0800] 6. Sending results to the user

[0801] The server sends the result to the user's terminal, where the user receives the message, checks the contents, and decides on the next action.

[0802] Prompt Sentence Examples

[0803] For example, a sample input prompt for a generative AI model might look like this:

[0804] User input: "404, page not found"

[0805] User sentiment: "Frustration"

[0806] Analyze the error situation and generate appropriate solution statements. Be mindful of your tone, as the user is frustrated.

[0807] In short, this system allows for quick and appropriate error handling and the provision of information on who should be contacted, while taking into consideration the user's emotional state, thereby improving the user experience and enabling efficient problem resolution.

[0808] The flow of the identification process in the second embodiment will be described with reference to FIG.

[0809] Step 1: User enters identification code

[0810] The user uses their own device (smartphone, tablet, PC) to enter the identification code into a chat window or a dedicated input form.

[0811] Input content: Identification code (e.g. "404")

[0812] Output: Sending the identification code from the terminal to the server

[0813] Step 2: Sending error code and emotion data

[0814] The terminal transmits the identification code entered by the user together with data on the user's emotional state (e.g., frustration) to the server.

[0815] Input: User-entered identification code and emotion data

[0816] Output: Identification code and emotion data received by the server

[0817] Step 3: The server receives the identification code and emotion data.

[0818] The server receives the identification code and emotion data sent by the user and registers them in a queue for analysis.

[0819] Input: Identification code and emotion data from the terminal

[0820] Output: Identification code and emotion data registered in the analysis queue

[0821] Step 4: Request to the database to retrieve error information

[0822] Based on the identification code, the server sends a query to a storage device (database) to search for related information.

[0823] Input: Identification code obtained from the analysis queue

[0824] Output: Sending a query to the database

[0825] Step 5: Retrieve error information from the database

[0826] The database analyzes the received query and returns detailed information corresponding to the identification code (e.g., error code description, cause of occurrence, and solution) to the server.

[0827] Input: Query from the server

[0828] Output: Detailed information related to the identification code

[0829] Step 6: Analyze the emotional data using the emotion analysis engine

[0830] The server then sends the received emotional data to an emotion analysis engine to analyze the user's emotional state. The emotion analysis engine then converts the level of frustration or stress into a numerical value and returns it to the server.

[0831] Input: User emotion data

[0832] Output: Sentiment analysis results (e.g., frustration level)

[0833] Step 7: Server generates response message

[0834] The server combines the acquired error information with the results of the sentiment analysis to generate a response message to be provided to the user. This message includes a description of the error, the cause of the error, a solution, and information about the person responsible for the response. The tone of the message can also be adjusted depending on the results of the sentiment analysis.

[0835] Input: Error information and sentiment analysis results

[0836] Output: The generated response message

[0837] Step 8: The server sends a response message to the user terminal.

[0838] The server sends the generated response message to the user's terminal via HTTPS.

[0839] Input: The generated response message

[0840] Output: Sending a response message to the user terminal

[0841] Step 9: User receives response message

[0842] The user checks the response message received on the terminal, understands the contents, and, if necessary, contacts the person in charge of troubleshooting.

[0843] Input: Response message from the server

[0844] Output: User understanding and action

[0845] (Application example 2)

[0846] 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."

[0847] Conventional error code analysis systems can provide the cause of an error and a solution by having the user input an error code, but they do not sufficiently consider the user's emotions. As a result, it is difficult to reduce the user's frustration and stress while handling the error, resulting in a poor user experience. In particular, on online shopping sites, it is important to provide appropriate support for the user's emotions when an error occurs related to ordering or delivery.

[0848] The identification process by the identification 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 means for accepting an error code entered by a user, means for acquiring information corresponding to the error code from a database, means for analyzing the acquired information and identifying the cause of the error code and a solution, means for acquiring emotion data and analyzing the emotion, means for adjusting a response message based on the emotion data, means for generating a response message including the identified support desk and the analysis results, and means for sending the generated response message to the user. This makes it possible to provide an appropriate response message that takes emotion into consideration when a user enters an error code, thereby improving the user experience.

[0849] The "means for accepting an error code entered by a user" is a function that provides an interface for transmitting an error code entered by a user through a terminal to a server and receiving the error code.

[0850] The "means for obtaining information corresponding to the error code from the database" is a function that queries the database based on the received error code and obtains detailed information about the corresponding error.

[0851] "Means for analyzing the acquired information and identifying the cause of the error code and a solution" is a function that identifies the cause of the error based on the information acquired from the database and performs processing to find a corresponding solution.

[0852] The "means for acquiring emotional data and analyzing the emotions" is a function that extracts emotional information from user input or voice data, analyzes the data, and determines the user's current emotional state.

[0853] The "means for adjusting a response message based on emotional data" is a function for generating an adjusted response message that takes into consideration the emotional state of the user in accordance with the analyzed emotional data.

[0854] The "means for generating a response message including the identified support contact and analysis results" is a function for creating a response message that includes the cause of the problem, a solution, appropriate support contact information, and a tone that takes into account emotions.

[0855] The "means for transmitting the generated response message to the user" refers to a communication means for transmitting the generated response message to the user's terminal and displaying it there.

[0856] This invention provides a system that combines error code analysis and emotion recognition for customer support on online shopping sites. Specific configurations and processes for implementing this invention are described below.

[0857] System Configuration

[0858] The system consists of the following main components: a server, a user terminal, a database, and an emotion recognition engine.

[0859] 1. Server:

[0860] The server plays a central role in receiving error codes sent from users and performing analysis processing. To implement the present invention, the server includes the following means:

[0861] A means of accepting user-entered error codes

[0862] A means of retrieving information corresponding to an error code from the database

[0863] A means for analyzing the acquired information and identifying the cause of the error code and a solution to the problem.

[0864] A means of acquiring emotional data and analyzing that emotion

[0865] A means of tailoring response messages based on emotional data

[0866] A means of generating a response message that includes the identified support contact and the analysis results.

[0867] A means of sending the generated response message to the user

[0868] 2. User Device:

[0869] The user device provides an interface for the user to input error codes and emotion data and send them to the server. This includes smartphone apps, web browser applications, etc.

[0870] 3. Database:

[0871] The database stores information about error codes, their details, and associated solutions, allowing the server to quickly retrieve error information.

[0872] 4. Emotion Recognition Engine:

[0873] Emotion recognition engines provide models for analyzing emotions from user input or voice data, such as the Google Cloud Natural Language API.

[0874] Processing steps

[0875] The system process is as follows:

[0876] 1. User Action:

[0877] Using a smartphone app, users input the error code and submit it along with emotional data, which is then automatically acquired based on text and voice analysis.

[0878] 2. Server processing:

[0879] The server receives the error code and emotion data sent by the user, retrieves the relevant information from the database based on the error code, and simultaneously analyzes the user's emotion using an emotion recognition engine.

[0880] 3. Generate a response message:

[0881] The server generates a response message for the user based on the acquired error information and emotion data. The response message includes an explanation of the error code, the cause of the error, a solution, and support contact information.

[0882] 4. Send to User:

[0883] The generated response message is sent to the user's terminal and displayed, allowing the user to understand the details of the error and take appropriate measures.

[0884] Specific examples

[0885] If a user sends the error code "404" from a smartphone app and expresses frustration, the server generates the following response message:

[0886] Error "404" occurred.

[0887] Description: Page not found. We apologize for the inconvenience.

[0888] Cause: The URL is probably incorrect.

[0889] Solution: Please enter the correct URL or use the site search.

[0890] If the problem persists, contact support immediately.

[0891] Prompt Sentence Examples

[0892] User input: "I entered error code 1234. My item never arrived!"

[0893] Prompt the generative AI model:

[0894] "Get the information about error code 1234 and generate a response message that takes into account the user's emotion, which is anger."

[0895] This system significantly improves the user experience by providing a fast and appropriate response to the user's error code and taking into account the user's emotional state.

[0896] The flow of the specific processing in the application example 2 will be described with reference to FIG.

[0897] Step 1:

[0898] A user uses a smartphone app to input and send an error code. The input is done through a chat window or a dedicated form, and emotional data is also sent. In this case, the error code entered by the user (e.g., "404") and the emotional data (e.g., frustration) at the time are sent to the server.

[0899] Step 2:

[0900] The server receives the error code and emotion data sent by the user, queries the database for the error code, and retrieves related details, including a description of the error code, the cause of the error, and a recommended solution.

[0901] Step 3:

[0902] The server analyzes the error information retrieved from the database to identify the detailed cause and solution of the error. During this analysis process, it compares the error code with known problem data related to the error code and extracts the appropriate solution.

[0903] Step 4:

[0904] At the same time, the server inputs the received emotion data into an emotion recognition engine to analyze the user's emotional state. The emotion recognition engine (e.g., Google Cloud Natural Language API) is used to identify the user's emotion from text or voice, and outputs emotional states such as frustration or anger.

[0905] Step 5:

[0906] The server generates a response message based on the results of the emotion analysis. The response message includes an explanation of the error code, the cause of the error, a solution, and support contact information. The tone and expression of the message are also adjusted according to the emotion data. If the user is feeling frustrated, the message is generated in an empathetic tone.

[0907] Step 6:

[0908] The server generates a response message and sends it to the user's device. The user's device displays the received message and provides the user with error information, allowing the user to understand the cause and solution of the error and contact support if necessary.

[0909] (Specific operation example)

[0910] Example: If the user enters "I entered error code 1234. My item has not arrived!"

[0911] 1. In posting step 1, the error code "1234" and emotion data (anger) are sent.

[0912] 2. In posting step 2, the server receives the error code and emotion data and retrieves the information from the database.

[0913] 3. In publication step 3, the details of the error are analyzed and the information is obtained that the error was caused by a delivery delay.

[0914] 4. In step 4, the emotion recognition engine identifies the user's anger and returns the result to the server.

[0915] 5. In step 5, the server generates a response message such as "An error has occurred due to a delivery delay and we will respond immediately."

[0916] 6. In posting step 6, the generated message is sent to the user's terminal and displayed.

[0917] In this way, it is possible to take a prompt and appropriate error response while taking into consideration the user's feelings.

[0918] 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.

[0919] 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.

[0920] 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.

[0921] [Third embodiment]

[0922] FIG. 5 shows an example of the configuration of a data processing system 310 according to the third embodiment.

[0923] 5, the data processing system 310 includes the data processing device 12 and a headset terminal 314. An example of the data processing device 12 is a server.

[0924] 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).

[0925] 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.

[0926] 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.

[0927] 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).

[0928] 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.

[0929] 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.

[0930] 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.

[0931] 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.

[0932] 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.

[0933] 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."

[0934] This invention relates to a system that identifies the cause of an error and presents appropriate solutions and support contact information when a user simply inputs an error code. Specific embodiments of this system are described below.

[0935] System configuration

[0936] The system consists of three main components: a server, a terminal, and a user. The user terminal provides an interface for inputting and sending error codes. The server receives and analyzes error codes, and generates and sends response messages. The database functions as storage for managing information related to error codes.

[0937] Program processing overview

[0938] 1. Input acceptance

[0939] The user enters the error code into their device and sends it to the server via a chat window or a dedicated input form.

[0940] 2. Receiving an error code

[0941] The server receives the error code sent from the user's terminal. At this point, the server prepares to analyze the error code.

[0942] 3. Search for error information

[0943] The server queries the database for information related to the received error code, such as a detailed description, cause of the error, and recommended solutions.

[0944] 4. Get error details

[0945] The server receives the error information from the database and analyzes the obtained data to identify the detailed cause of the error and a solution to the problem.

[0946] 5. Generating a Response Message

[0947] Based on the analysis, the server generates a response message to be provided to the user, which includes an explanation of the error code, the cause of the error, a solution, and appropriate support contact information.

[0948] 6. Sending a response message

[0949] The server generates a response message and sends it to the user's terminal, where the user can read it to understand how to resolve the error and contact support if necessary.

[0950] Specific examples

[0951] Suppose a user enters the error code "404" from their device, which indicates a web page not found error.

[0952] 1. User operations

[0953] The user types "404" into the chat window and sends it.

[0954] 2. Server Processing

[0955] The server receives the "404" error code and queries the database for information related to this code.

[0956] 3. Database Response

[0957] The database will return information such as "404: Page Not Found," "Cause: Most likely an incorrect URL," and "Solution: Enter the correct URL or use the site search."

[0958] 4. Server Analysis and Response Generation

[0959] Based on the information received, the server generates a response message like this:

[0960] Error "404" occurred.

[0961] Description: Page not found.

[0962] Possible cause: The URL is probably incorrect.

[0963] Solution: Enter the correct URL or use the site search.

[0964] If the problem persists, please contact our support team at support@example.com.

[0965] 5. Sending results to the user

[0966] The server sends the generated response message to the user's terminal and displays it in the chat window.

[0967] By following these steps, the system can quickly and accurately identify the cause of the error based on the error code entered by the user, and provide a solution and appropriate support contact information, thereby improving the user experience and helping to resolve the problem.

[0968] The processing flow will be explained below.

[0969] Step 1:

[0970] The user enters the error code and sends it in the chat window on the device. The user enters "404" and clicks the "Send" button.

[0971] Step 2:

[0972] The terminal receives the user's input and sends it to the server. The terminal sends an HTTP POST request with the error code "404" to the server.

[0973] Step 3:

[0974] The server receives the error code. The server extracts the error code "404" from the incoming HTTP POST request.

[0975] Step 4:

[0976] The server queries the database. The server sends the SQL query "SELECT FROM error_codes WHERE code = '404'" to the database.

[0977] Step 5:

[0978] The database returns information corresponding to the error code. The database returns information to the server, such as:

[0979] {

[0980] "code": "404",

[0981] "description": "Page not found",

[0982] "cause": "URL is likely incorrect",

[0983] "solution": "Enter the correct URL or use site search"

[0984] }

[0985] Step 6:

[0986] The server analyzes the information it receives and generates an appropriate response message. The server generates the following message:

[0987] Error "404" occurred.

[0988] Description: Page not found.

[0989] Possible cause: The URL is probably incorrect.

[0990] Solution: Enter the correct URL or use the site search.

[0991] If the problem persists, please contact our support team at support@example.com.

[0992] Step 7:

[0993] The server generates a response message and sends it to the user's device, which returns the message to the device as an HTTP response.

[0994] Step 8:

[0995] The terminal receives the response message from the server and displays it to the user. The terminal displays the following message in the chat window:

[0996] Error "404" occurred.

[0997] Description: Page not found.

[0998] Possible cause: The URL is probably incorrect.

[0999] Solution: Enter the correct URL or use the site search.

[1000] If the problem persists, please contact our support team at support@example.com.

[1001] In this way, the user simply inputs and submits an error code, and the server collects and analyzes information about the error, generates a message containing an appropriate solution and contact information, and provides it to the user.

[1002] Example 1

[1003] 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."

[1004] With the current system, it is difficult to identify the cause of an error code and quickly provide the user with an appropriate solution. In particular, the task of consistently managing the different details for each error code and presenting the appropriate support contact point is time-consuming and inefficient. This results in a lack of quick response when users encounter an error, resulting in a poor user experience.

[1005] 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.

[1006] In this invention, the server includes means for accepting an error code entered by a user, means for transmitting the error code to the server, means for the server to receive the error code, means for the server to retrieve information corresponding to the error code from a database, means for analyzing the retrieved information and identifying a cause of the error code and a solution to the error, means for identifying an appropriate support desk based on the analysis results, means for generating a response message including the identified support desk and the analysis results, and means for transmitting the generated response message to the user. This enables a user to quickly and accurately obtain the cause and solution of an error code by simply entering the error code, and access the necessary support desk.

[1007] A "user" is a person who uses this system, who inputs error codes and receives information.

[1008] An "error code" is a specific code used to identify system or application errors, with a unique identifier for each error.

[1009] "Terminal" refers to a device used by a user, including a PC, smartphone, tablet, etc.

[1010] A "server" is a computer system that receives error codes, interacts with databases, and generates and transmits analysis results.

[1011] The "database" is a storage system for centrally managing information about error codes, including error codes, detailed information, solutions, and so on.

[1012] "Analysis" refers to the process by which the server identifies the cause of the error and a solution based on the information it obtains from the database.

[1013] A "response message" is a message generated based on the analysis results, and includes an explanation of the error code, the cause of the error, a solution, and support contact information.

[1014] "Support Contact" refers to contact information for the User to seek further assistance regarding the Error.

[1015] This invention is a system that automatically provides the cause and solution of an error when the user inputs the error code. This system is composed of the following main components: a user, a terminal, a server, and a database.

[1016] First, the user uses their device (PC, smartphone, tablet, etc.) to enter the error code into a chat window or dedicated input form. The web browser or mobile application installed on this device accepts the user's input and sends the error code to the server. The software on the device may be, for example, HTML or JavaScript for operations on a web browser, or Swift or Kotlin for operations on a mobile app.

[1017] Next, the server prepares to analyze the received error code. The server, for example, has Django or another web framework installed. The server runs a program written in Python or Java, and upon receiving the error code, it generates a query against a database. This database can be a relational database such as PostgreSQL or MySQL, and stores information about the error code, its details, and related solutions.

[1018] The server retrieves information related to the error code from the database and analyzes the data. The information includes a detailed description of the error code, the cause of the error, and a recommended solution. The server analyzes this information to determine the cause of the error and the best solution.

[1019] Based on the analysis results, the server generates a response message that includes a description of the error code, the cause of the error, a solution, and support contact information, such as contact information for the support team or a link to a specific web page.

[1020] Finally, the server sends the generated response message to the user's terminal, which displays the message in a chat window or a dedicated interface, allowing the user to obtain clues for solving their problem.

[1021] As a specific example of how this works, consider the case where a user enters the error code "404" from their device. This code indicates an error that the web page cannot be found. The server receives the error code "404" and queries the database for information related to this code. The database returns information such as "404: Page Not Found," "Cause: The URL is likely incorrect," and "Solution: Enter the correct URL or use the site search." The server uses this information to generate a response message and sends the following message to the user:

[1022] Error "404" occurred.

[1023] Description: Page not found.

[1024] Possible cause: The URL is probably incorrect.

[1025] Solution: Enter the correct URL or use the site search.

[1026] If the problem persists, please contact our support team at support@example.com.

[1027] In this way, the system allows users to quickly and accurately obtain the cause and solution of an error simply by entering the error code, and also provides appropriate support contact information as needed, thereby contributing to an improved user experience.

[1028] The flow of the identification process in the first embodiment will be described with reference to FIG.

[1029] Step 1: Input reception

[1030] The user enters the error code using their own device (PC, smartphone, tablet, etc.). Specifically, the user enters the error code in a chat window or a dedicated input form and clicks the "Send" button.

[1031] Input: The user enters the error code "404" into the input form and submits it.

[1032] Output: The entered error code "404" is sent to the server by the terminal.

[1033] Step 2: Receiving the error code

[1034] The server receives the error code sent from the user terminal, temporarily stores the received error code in memory, and prepares it for analysis in the next step.

[1035] Input: Error code "404" sent from the terminal.

[1036] Output: Error code "404" stored in server memory.

[1037] Step 3: Find error information

[1038] The server queries the database for information related to the error code. Specifically, the server generates a query such as "SELECT FROM error_info WHERE error_code = '404'" and sends it to the database.

[1039] Input: Error code "404" stored in memory.

[1040] Output: Error information returned from the database (e.g. "404: Page Not Found", "Cause: Most likely a bad URL", "Solution: Enter the correct URL or use site search").

[1041] Step 4: Get error details

[1042] The server receives the error information returned from the database and analyzes it to determine the cause of the error and the best solution.

[1043] Input: Error information returned from the database.

[1044] Output: Analysis results (e.g., cause and solution for error "404").

[1045] Step 5: Generate a response message

[1046] The server generates a response message based on the analysis results, which includes an explanation of the error code, the cause of the error, a solution, and support contact information.

[1047] Input: Analysis results (cause of error "404" and solutions).

[1048] Output: Response message (e.g. "Error '404' has occurred. Description: Page not found. Cause: The URL is likely incorrect. Solution: Enter the correct URL or use site search. If the problem persists, contact our support team at support@example.com.").

[1049] Step 6: Send a response message

[1050] The server sends the generated response message to the user's terminal, which displays the received message in a chat window or a dedicated interface.

[1051] Input: The generated response message.

[1052] Output: The response message that is displayed on the user's terminal.

[1053] Through these steps, the system quickly and accurately identifies the cause of the error based on the error code entered by the user and provides a solution to the user, allowing the user to understand how to resolve the error and contact support if necessary.

[1054] (Application example 1)

[1055] 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."

[1056] Conventional error code management systems often respond slowly to specific error codes and do not provide solutions quickly. Furthermore, in the security field, identifying the cause of a specific error code and proposing a solution is often complex and dependent on the experience and knowledge of the person in charge. This not only lengthens the time it takes to resolve the error, but also degrades the user experience. Therefore, there is a need for a system that can quickly and accurately identify the cause and provide an appropriate solution simply by entering the error code.

[1057] 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.

[1058] In this invention, the server includes means for accepting an error code entered by a user, means for acquiring information corresponding to the error code from a storage device, means for analyzing the acquired information and identifying the cause of the error code and a solution, means for identifying an appropriate support desk based on the analysis result, means for generating a response message including the identified support desk and the analysis result, means for transmitting the generated response message to the user, and means for managing and resolving network or system security error codes in real time. This makes it possible for a user to quickly and accurately identify the cause and provide an appropriate solution and support desk information simply by entering the error code.

[1059] An "error code" is an identifying code that a system or application generates to indicate a particular abnormal condition or problem.

[1060] A "storage device" is a device or system for storing data and retrieving that data as needed.

[1061] "Analysis" is the procedure or process of examining input data in detail to understand its meaning and structure.

[1062] A "cause" is a factor or reason that causes a particular result or condition.

[1063] A "solution" is a proposed method or means for solving a particular problem.

[1064] "Support Desk" means a contact point or support desk where Users can receive advice or assistance in resolving a problem.

[1065] A "response message" is a message containing information or instructions provided in response to a user's inquiry.

[1066] A "security error code" is an identification code that indicates an abnormality or problem related to the security of an information system.

[1067] "Real time" is a concept that indicates processing or responding to an event the moment it occurs.

[1068] A "network" is a system in which multiple computers and devices are connected to each other and share and communicate data.

[1069] This invention relates to a system that manages error codes entered by users as security system or network error codes, identifies the cause of the error in real time, and provides solutions and support contact information. Specific embodiments of this system are described below.

[1070] System configuration

[1071] The system consists of three main components: a server, a terminal, and a user. The user terminal provides an interface for inputting and transmitting error codes. The server receives and analyzes error codes, and generates and transmits response messages. The storage device functions as a storage for managing information related to error codes.

[1072] Hardware and software used

[1073] User device: React Native (building user interface)

[1074] Server: Node.js (server-side processing)

[1075] Storage device: MongoDB (database)

[1076] Analysis engine: Python (data analysis)

[1077] Response message generation: Flask (web framework)

[1078] Communication: WebSocket (real-time communication)

[1079] Processing procedures and examples

[1080] 1. User Action:

[1081] A user uses a smartphone to enter the security error code "Firewall block 1071" and submits it to the application's input form.

[1082] 2. Server processing:

[1083] The server receives the entered error code and searches MongoDB for the key "Firewall block 1071".

[1084] 3. Database response:

[1085] The database returns information such as "1071: Unauthorized access attempt," "Cause: Access from an abnormal IP address," and "Solution: Add the IP to the block list."

[1086] 4. Server Parsing and Response Generation:

[1087] Based on the information received, the server generates a response message like this:

[1088] Error "Firewall block 1071" occurred.

[1089] Description:Unauthorized access attempt.

[1090] Cause: Access from an abnormal IP address.

[1091] Solution: Add the IP address to your block list.

[1092] If the issue persists, contact our security team at security@example.com.

[1093] 5. Sending results to the user:

[1094] The server generates a response message and sends it to the user's application in real time for display.

[1095] Prompt Sentence Examples

[1096] An example of an input prompt for a generative AI model is as follows:

[1097] Please explain the error code Firewall block 1071 and provide the cause, solution, and support information.

[1098] This allows users to instantly obtain detailed information about errors that occur in the security system and quickly resolve the problem.

[1099] As described above, this system can manage error codes in real time and quickly present appropriate solutions to users, making it useful for resolving security-related issues.

[1100] The flow of the specific processing in the application example 1 will be described with reference to FIG.

[1101] Step 1:

[1102] A user enters a security error code into an application on their smartphone. The entered data is an error code, such as "Firewall block 1071." After the user enters this information, the device sends the error code to the server.

[1103] Step 2:

[1104] The server receives the error code sent from the user terminal. The server begins preparations to analyze the received data. At this time, the received data is an error code in string format. Based on this data, the server proceeds to the next step.

[1105] Step 3:

[1106] The server queries the storage device (MongoDB) based on the received error code. The server sends a search query to the database using the error code "Firewall block 1071" as a key. The input data is the error code, and the output data is information about the corresponding error code (explanation, cause, solution).

[1107] Step 4:

[1108] The storage device (MongoDB) responds to a query from the server with information about the error code. The database returns information to the server, such as "1071: Unauthorized access attempt," "Cause: Access from an abnormal IP address," and "Solution: Add the IP to the block list." The output returned from the database is sent to the server as a set of information.

[1109] Step 5:

[1110] The server analyzes the information received from the database. Using its internal analysis engine (Python), it identifies a detailed error description, the cause of the error, and a recommended solution. Based on this analyzed data, the server proceeds to the next step.

[1111] Step 6:

[1112] The server identifies the appropriate support point based on the analysis results, and additional data transformation and information retrieval is performed to include the appropriate support point information, such as contact information for the security team.

[1113] Step 7:

[1114] The server generates a response message based on the identified support contact and analysis results. The generated message includes an explanation of the error code, the cause of the error, a solution, and support contact information. The following message is generated:

[1115] Error "Firewall block 1071" occurred.

[1116] Description:Unauthorized access attempt.

[1117] Cause: Access from an abnormal IP address.

[1118] Solution: Add the IP address to your block list.

[1119] If the issue persists, contact our security team at security@example.com.

[1120] Step 8:

[1121] The server sends the generated response message to the user terminal, which receives the message in real time and displays it on the application screen, allowing the user to quickly obtain the specific solution and support contact information corresponding to the error code.

[1122] Through the above processing steps, the user can quickly and accurately identify the cause and obtain appropriate solutions and support contact information simply by entering the error code.

[1123] 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.

[1124] This invention combines a system that identifies the cause of an error and presents appropriate solutions and support contact information when a user simply inputs an error code with an emotion engine that recognizes the user's emotions. Specific embodiments of this system are described below.

[1125] System configuration

[1126] The system consists of the following main components: a server, a terminal, a user, and an emotion engine. The user terminal provides an interface for inputting and sending error codes. The server receives and analyzes the error codes, and generates and sends response messages. The database functions as storage for managing information about error codes. The emotion engine analyzes emotions from user input and makes adjustments to generate appropriate response messages.

[1127] Program processing overview

[1128] 1. Input acceptance

[1129] The user inputs the error code into their device and sends it to the server via a chat window or a dedicated input form. At the same time, emotion data is also captured from the user's input for emotional analysis.

[1130] 2. Receiving an error code

[1131] The server receives the error code and emotion data sent from the user's device. At this point, the server prepares to analyze the error code.

[1132] 3. Search for error information

[1133] The server queries the database for information related to the received error code, such as a detailed description, cause of the error, and recommended solutions.

[1134] 4. Get error details

[1135] The server receives the error information from the database and analyzes the obtained data to identify the detailed cause of the error and a solution to the problem.

[1136] 5. Emotion Data Analysis

[1137] The emotion engine analyzes the received emotion data to determine the user's current emotional state, for example, whether the user is feeling frustrated.

[1138] 6. Generating a Response Message

[1139] Based on the analysis results, the server generates a response message to be provided to the user. This message includes an explanation of the error code, the cause of the error, a solution, and appropriate support contact information. Based on the analysis results of the emotion engine, the tone of the message is adjusted according to the user's emotion.

[1140] 7. Sending a response message

[1141] The server generates a response message and sends it to the user's terminal, where the user can read it to understand how to resolve the error and contact support if necessary.

[1142] Specific examples

[1143] Suppose a user inputs the error code "404" from their device. This code indicates a web page cannot be found. Furthermore, if the user is feeling frustrated while inputting the code, the emotion engine will analyze it and notify the server.

[1144] 1. User operations

[1145] A user types "404" into a chat window and sends it. The emotional data entered includes frustration.

[1146] 2. Server Processing

[1147] The server receives the "404" error code and the frustration emotion data and queries the database for information related to this code.

[1148] 3. Database Response

[1149] The database will return information such as "404: Page Not Found," "Cause: Most likely an incorrect URL," and "Solution: Enter the correct URL or use the site search."

[1150] 4. Emotion Engine Analysis

[1151] The emotion engine identifies when the user is feeling frustrated and provides that information to the server.

[1152] 5. Server Analysis and Response Generation

[1153] The server takes into account the results of the emotion engine and generates a response message in a tone that will ease the user's frustration, such as:

[1154] Error "404" occurred.

[1155] Description: Page not found. We apologize for the inconvenience.

[1156] Cause: The URL is probably incorrect.

[1157] Solution: Please enter the correct URL or use the site search.

[1158] If the problem persists, please contact our support team immediately (support@example.com).

[1159] 6. Sending results to the user

[1160] The server sends the generated response message to the user's terminal and displays it in the chat window.

[1161] This system not only responds quickly and appropriately to user error codes, but also provides flexible responses that take into account the user's emotional state, greatly improving the user experience.

[1162] The processing flow will be explained below.

[1163] Step 1:

[1164] The user enters the error code and sends it in the chat window on the device. For example, the user enters "404" and clicks the "Send" button.

[1165] Step 2:

[1166] The device receives the user's input and sends it to the server. The device sends an HTTP POST request with the error code "404" and the user's emotional data (e.g., frustration) to the server.

[1167] Step 3:

[1168] The server receives the error code and emotion data. The server extracts the error code "404" and emotion data from the received HTTP POST request.

[1169] Step 4:

[1170] The server queries the database. The server sends the SQL query "SELECT FROM error_codes WHERE code = '404'" to the database.

[1171] Step 5:

[1172] The database returns information corresponding to the error code. The database returns information to the server, such as:

[1173] {

[1174] "code": "404",

[1175] "description": "Page not found",

[1176] "cause": "URL is likely incorrect",

[1177] "solution": "Enter the correct URL or use site search"

[1178] }

[1179] Step 6:

[1180] The server analyzes the information it has obtained and identifies the detailed cause of the error and a solution. Based on the information that "the page cannot be found because the URL is likely incorrect," the server identifies an appropriate solution.

[1181] Step 7:

[1182] The emotion engine analyzes the user's emotion data to identify the user's current emotional state. For example, the emotion engine recognizes that the user is feeling "frustrated."

[1183] Step 8:

[1184] The server generates a response message that reflects the analysis results of the emotion engine. The server generates the following message:

[1185] Error "404" occurred.

[1186] Description: Page not found. We apologize for the inconvenience.

[1187] Cause: The URL is probably incorrect.

[1188] Solution: Please enter the correct URL or use the site search.

[1189] If the problem persists, please contact our support team immediately (support@example.com).

[1190] Step 9:

[1191] The server generates a response message and sends it to the user's device, which returns the message to the device as an HTTP response.

[1192] Step 10:

[1193] The terminal receives the response message from the server and displays it to the user. The terminal displays the following message in the chat window:

[1194] Error "404" occurred.

[1195] Description: Page not found. We apologize for the inconvenience.

[1196] Cause: The URL is probably incorrect.

[1197] Solution: Please enter the correct URL or use the site search.

[1198] If the problem persists, please contact our support team immediately (support@example.com).

[1199] In this way, when the user simply inputs and transmits the error code, the server collects and analyzes information about the error, generates a message including a solution and contact information that takes into account the emotional state of the user, and provides it to the user.

[1200] Example 2

[1201] 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."

[1202] Conventional error code analysis systems often only provide unique information for the error code entered by the user, and generally lack a response that takes into account the user's emotional state. This can increase user frustration, especially when problem resolution is delayed. Furthermore, because the error analysis results and the information provided by the support staff are separated, effective support is often not provided.

[1203] The identification process by the identification processing unit 290 of the data processing device 12 in the second embodiment is realized by the following means. In this invention, the server includes means for accepting an identification code entered by a user, means for acquiring information corresponding to the identification code from a storage device, means for analyzing the acquired information to identify the cause of the identification code and a solution, means for identifying an appropriate troubleshooter based on the analysis result, means for generating a response message including the identified troubleshooter and the analysis result, means for sending the generated response message to the user, and means for analyzing the user's emotions and reflecting the analysis result in the message. This makes it possible to quickly and appropriately handle errors and provide support contact information while taking into consideration the user's emotional state.

[1204] "User" refers to the end user who operates the system and enters the identification code.

[1205] "Identification code" refers to a code or string of characters entered by a user to indicate a particular error or problem.

[1206] "Storage" refers to a storage system, such as a database, that stores information about identification codes, details, solutions, and responder information.

[1207] "Analysis" refers to the process of processing and analyzing data to identify causes and solutions based on the data obtained.

[1208] "Responders" refers to experts and support staff who are identified to provide appropriate support and solutions based on the analysis results.

[1209] "Response message" refers to a message provided to a user that includes identified causes, solutions, and responder information.

[1210] "Sentiment analysis" refers to the process of analyzing a user's emotional state from input data and reflecting the results in the message.

[1211] This invention is a system that, when a user inputs an identification code, identifies the cause of the problem and presents appropriate solutions and information on the person in charge of handling the problem. Furthermore, it incorporates an emotion analysis function that recognizes the user's emotions and reflects them in the response message. A specific embodiment of this system will be described below.

[1212] System configuration

[1213] The system's main components are a server, terminals, users, and an emotion analysis engine. User terminals include smartphones, tablets, and PCs. The server includes an error code analysis server and a database server, and the emotion analysis engine can also use cloud services.

[1214] Hardware or software used

[1215] Specifically, the following hardware and software are used:

[1216] User devices: smartphones, tablets, PCs

[1217] Server: Apache HTTP Server, Nginx

[1218] Database: MySQL, PostgreSQL

[1219] Sentiment analysis engine: A general AI sentiment analysis engine service (e.g., Microsoft Azure Emotion API or IBM Watson Tone Analyzer)

[1220] Data processing and calculation flow

[1221] 1. User Input

[1222] The user inputs the identification code into their own terminal and transmits it. In addition, the user can input emotion data when inputting.

[1223] 2. Data Reception

[1224] The server receives this data and registers the identification code and emotion data in an analysis queue.

[1225] 3. Database Search

[1226] Based on the identification code, the server retrieves the relevant detailed information, cause of occurrence, and solution from the database.

[1227] 4. Emotion analysis

[1228] The server sends the received emotion data to the emotion analysis engine and returns the results.

[1229] 5. Generating a Response Message

[1230] The server combines the acquired data with the results of sentiment analysis to generate a response message, which includes a description of the error, the cause of the error, a solution, and information about the person responsible for the response. The tone of the message is adjusted according to the results of sentiment analysis.

[1231] 6. Sending a Message

[1232] The server sends the generated response message to the user's terminal.

[1233] Specific examples

[1234] For example, consider a case where a user inputs the identification code "404" from his / her terminal and feels frustrated. The following is a specific embodiment.

[1235] 1. User operations

[1236] A user types "404" into a chat window and sends it. The emotional data entered includes frustration.

[1237] 2. Server Processing

[1238] The server receives the "404" code and the frustration emotion data and queries the database for information related to this code.

[1239] 3. Database Response

[1240] The database will return information such as "404: Page not found," "URL is likely incorrect," or "Enter the correct URL or use site search."

[1241] 4. Analysis of the Sentiment Analysis Engine

[1242] The sentiment analysis engine identifies when the user is frustrated and provides that information to the server.

[1243] 5. Server Analysis and Response Generation

[1244] The server takes into account the results of the sentiment analysis and generates a response message in a tone that will ease the user's frustration, such as:

[1245] Error "404" occurred.

[1246] Description: Page not found. We apologize for the inconvenience.

[1247] Cause: The URL is probably incorrect.

[1248] Solution: Please enter the correct URL or use the site search.

[1249] If the problem persists, contact the support representative (support@example.com) immediately.

[1250] 6. Sending results to the user

[1251] The server sends the result to the user's terminal, where the user receives the message, checks the contents, and decides on the next action.

[1252] Prompt Sentence Examples

[1253] For example, a sample input prompt for a generative AI model might look like this:

[1254] User input: "404, page not found"

[1255] User sentiment: "Frustration"

[1256] Analyze the error situation and generate appropriate solution statements. Be mindful of your tone, as the user is frustrated.

[1257] In short, this system allows for quick and appropriate error handling and the provision of information on who should be contacted, while taking into consideration the user's emotional state, thereby improving the user experience and enabling efficient problem resolution.

[1258] The flow of the identification process in the second embodiment will be described with reference to FIG.

[1259] Step 1: User enters identification code

[1260] The user uses their own device (smartphone, tablet, PC) to enter the identification code into a chat window or a dedicated input form.

[1261] Input content: Identification code (e.g. "404")

[1262] Output: Sending the identification code from the terminal to the server

[1263] Step 2: Sending error code and emotion data

[1264] The terminal transmits the identification code entered by the user together with data on the user's emotional state (e.g., frustration) to the server.

[1265] Input: User-entered identification code and emotion data

[1266] Output: Identification code and emotion data received by the server

[1267] Step 3: The server receives the identification code and emotion data.

[1268] The server receives the identification code and emotion data sent by the user and registers them in a queue for analysis.

[1269] Input: Identification code and emotion data from the terminal

[1270] Output: Identification code and emotion data registered in the analysis queue

[1271] Step 4: Request to the database to retrieve error information

[1272] Based on the identification code, the server sends a query to a storage device (database) to search for related information.

[1273] Input: Identification code obtained from the analysis queue

[1274] Output: Sending a query to the database

[1275] Step 5: Retrieve error information from the database

[1276] The database analyzes the received query and returns detailed information corresponding to the identification code (e.g., error code description, cause of occurrence, and solution) to the server.

[1277] Input: Query from the server

[1278] Output: Detailed information related to the identification code

[1279] Step 6: Analyze the emotional data using the emotion analysis engine

[1280] The server then sends the received emotional data to an emotion analysis engine to analyze the user's emotional state. The emotion analysis engine then converts the level of frustration or stress into a numerical value and returns it to the server.

[1281] Input: User emotion data

[1282] Output: Sentiment analysis results (e.g., frustration level)

[1283] Step 7: Server generates response message

[1284] The server combines the acquired error information with the results of the sentiment analysis to generate a response message to be provided to the user. This message includes a description of the error, the cause of the error, a solution, and information about the person responsible for the response. The tone of the message can also be adjusted depending on the results of the sentiment analysis.

[1285] Input: Error information and sentiment analysis results

[1286] Output: The generated response message

[1287] Step 8: The server sends a response message to the user terminal.

[1288] The server sends the generated response message to the user's terminal via HTTPS.

[1289] Input: The generated response message

[1290] Output: Sending a response message to the user terminal

[1291] Step 9: User receives response message

[1292] The user checks the response message received on the terminal, understands the contents, and, if necessary, contacts the person in charge of troubleshooting.

[1293] Input: Response message from the server

[1294] Output: User understanding and action

[1295] (Application example 2)

[1296] 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."

[1297] Conventional error code analysis systems can provide the cause of an error and a solution by having the user input an error code, but they do not sufficiently consider the user's emotions. As a result, it is difficult to reduce the user's frustration and stress while handling the error, resulting in a poor user experience. In particular, on online shopping sites, it is important to provide appropriate support for the user's emotions when an error occurs related to ordering or delivery.

[1298] The identification process by the identification 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 means for accepting an error code entered by a user, means for acquiring information corresponding to the error code from a database, means for analyzing the acquired information and identifying the cause of the error code and a solution, means for acquiring emotion data and analyzing the emotion, means for adjusting a response message based on the emotion data, means for generating a response message including the identified support desk and the analysis results, and means for sending the generated response message to the user. This makes it possible to provide an appropriate response message that takes emotion into consideration when a user enters an error code, thereby improving the user experience.

[1299] The "means for accepting an error code entered by a user" is a function that provides an interface for transmitting an error code entered by a user through a terminal to a server and receiving the error code.

[1300] The "means for obtaining information corresponding to the error code from the database" is a function that queries the database based on the received error code and obtains detailed information about the corresponding error.

[1301] "Means for analyzing the acquired information and identifying the cause of the error code and a solution" is a function that identifies the cause of the error based on the information acquired from the database and performs processing to find a corresponding solution.

[1302] The "means for acquiring emotional data and analyzing the emotions" is a function that extracts emotional information from user input or voice data, analyzes the data, and determines the user's current emotional state.

[1303] The "means for adjusting a response message based on emotional data" is a function for generating an adjusted response message that takes into consideration the emotional state of the user in accordance with the analyzed emotional data.

[1304] The "means for generating a response message including the identified support contact and analysis results" is a function for creating a response message that includes the cause of the problem, a solution, appropriate support contact information, and a tone that takes into account emotions.

[1305] The "means for transmitting the generated response message to the user" refers to a communication means for transmitting the generated response message to the user's terminal and displaying it there.

[1306] This invention provides a system that combines error code analysis and emotion recognition for customer support on online shopping sites. Specific configurations and processes for implementing this invention are described below.

[1307] System Configuration

[1308] The system consists of the following main components: a server, a user terminal, a database, and an emotion recognition engine.

[1309] 1. Server:

[1310] The server plays a central role in receiving error codes sent from users and performing analysis processing. To implement the present invention, the server includes the following means:

[1311] A means of accepting user-entered error codes

[1312] A means of retrieving information corresponding to an error code from the database

[1313] A means for analyzing the acquired information and identifying the cause of the error code and a solution to the problem.

[1314] A means of acquiring emotional data and analyzing that emotion

[1315] A means of tailoring response messages based on emotional data

[1316] A means of generating a response message that includes the identified support contact and the analysis results.

[1317] A means of sending the generated response message to the user

[1318] 2. User Device:

[1319] The user device provides an interface for the user to input error codes and emotion data and send them to the server. This includes smartphone apps, web browser applications, etc.

[1320] 3. Database:

[1321] The database stores information about error codes, their details, and associated solutions, allowing the server to quickly retrieve error information.

[1322] 4. Emotion Recognition Engine:

[1323] Emotion recognition engines provide models for analyzing emotions from user input or voice data, such as the Google Cloud Natural Language API.

[1324] Processing steps

[1325] The system process is as follows:

[1326] 1. User Action:

[1327] Using a smartphone app, users input the error code and submit it along with emotional data, which is then automatically acquired based on text and voice analysis.

[1328] 2. Server processing:

[1329] The server receives the error code and emotion data sent by the user, retrieves the relevant information from the database based on the error code, and simultaneously analyzes the user's emotion using an emotion recognition engine.

[1330] 3. Generate a response message:

[1331] The server generates a response message for the user based on the acquired error information and emotion data. The response message includes an explanation of the error code, the cause of the error, a solution, and support contact information.

[1332] 4. Send to User:

[1333] The generated response message is sent to the user's terminal and displayed, allowing the user to understand the details of the error and take appropriate measures.

[1334] Specific examples

[1335] If a user sends the error code "404" from a smartphone app and expresses frustration, the server generates the following response message:

[1336] Error "404" occurred.

[1337] Description: Page not found. We apologize for the inconvenience.

[1338] Cause: The URL is probably incorrect.

[1339] Solution: Please enter the correct URL or use the site search.

[1340] If the problem persists, contact support immediately.

[1341] Prompt Sentence Examples

[1342] User input: "I entered error code 1234. My item never arrived!"

[1343] Prompt the generative AI model:

[1344] "Get the information about error code 1234 and generate a response message that takes into account the user's emotion, which is anger."

[1345] This system significantly improves the user experience by providing a fast and appropriate response to the user's error code and taking into account the user's emotional state.

[1346] The flow of the specific processing in the application example 2 will be described with reference to FIG.

[1347] Step 1:

[1348] A user uses a smartphone app to input and send an error code. The input is done through a chat window or a dedicated form, and emotional data is also sent. In this case, the error code entered by the user (e.g., "404") and the emotional data (e.g., frustration) at the time are sent to the server.

[1349] Step 2:

[1350] The server receives the error code and emotion data sent by the user, queries the database for the error code, and retrieves related details, including a description of the error code, the cause of the error, and a recommended solution.

[1351] Step 3:

[1352] The server analyzes the error information retrieved from the database to identify the detailed cause and solution of the error. During this analysis process, it compares the error code with known problem data related to the error code and extracts the appropriate solution.

[1353] Step 4:

[1354] At the same time, the server inputs the received emotion data into an emotion recognition engine to analyze the user's emotional state. The emotion recognition engine (e.g., Google Cloud Natural Language API) is used to identify the user's emotion from text or voice, and outputs emotional states such as frustration or anger.

[1355] Step 5:

[1356] The server generates a response message based on the results of the emotion analysis. The response message includes an explanation of the error code, the cause of the error, a solution, and support contact information. The tone and expression of the message are also adjusted according to the emotion data. If the user is feeling frustrated, the message is generated in an empathetic tone.

[1357] Step 6:

[1358] The server generates a response message and sends it to the user's device. The user's device displays the received message and provides the user with error information, allowing the user to understand the cause and solution of the error and contact support if necessary.

[1359] (Specific operation example)

[1360] Example: If the user enters "I entered error code 1234. My item has not arrived!"

[1361] 1. In posting step 1, the error code "1234" and emotion data (anger) are sent.

[1362] 2. In posting step 2, the server receives the error code and emotion data and retrieves the information from the database.

[1363] 3. In publication step 3, the details of the error are analyzed and the information is obtained that the error was caused by a delivery delay.

[1364] 4. In step 4, the emotion recognition engine identifies the user's anger and returns the result to the server.

[1365] 5. In step 5, the server generates a response message such as "An error has occurred due to a delivery delay and we will respond immediately."

[1366] 6. In posting step 6, the generated message is sent to the user's terminal and displayed.

[1367] In this way, it is possible to take a prompt and appropriate error response while taking into consideration the user's feelings.

[1368] 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.

[1369] 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.

[1370] 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.

[1371] [Fourth embodiment]

[1372] FIG. 7 shows an example of the configuration of a data processing system 410 according to the fourth embodiment.

[1373] 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.

[1374] 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).

[1375] 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.

[1376] 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.

[1377] 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).

[1378] 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.

[1379] 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.

[1380] 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.

[1381] 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.

[1382] 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.

[1383] 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.

[1384] 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."

[1385] This invention relates to a system that identifies the cause of an error and presents appropriate solutions and support contact information when a user simply inputs an error code. Specific embodiments of this system are described below.

[1386] System configuration

[1387] The system consists of three main components: a server, a terminal, and a user. The user terminal provides an interface for inputting and sending error codes. The server receives and analyzes error codes, and generates and sends response messages. The database functions as storage for managing information related to error codes.

[1388] Program processing overview

[1389] 1. Input acceptance

[1390] The user enters the error code into their device and sends it to the server via a chat window or a dedicated input form.

[1391] 2. Receiving an error code

[1392] The server receives the error code sent from the user's terminal. At this point, the server prepares to analyze the error code.

[1393] 3. Search for error information

[1394] The server queries the database for information related to the received error code, such as a detailed description, cause of the error, and recommended solutions.

[1395] 4. Get error details

[1396] The server receives the error information from the database and analyzes the obtained data to identify the detailed cause of the error and a solution to the problem.

[1397] 5. Generating a Response Message

[1398] Based on the analysis, the server generates a response message to be provided to the user, which includes an explanation of the error code, the cause of the error, a solution, and appropriate support contact information.

[1399] 6. Sending a response message

[1400] The server generates a response message and sends it to the user's terminal, where the user can read it to understand how to resolve the error and contact support if necessary.

[1401] Specific examples

[1402] Suppose a user enters the error code "404" from their device, which indicates a web page not found error.

[1403] 1. User operations

[1404] The user types "404" into the chat window and sends it.

[1405] 2. Server Processing

[1406] The server receives the "404" error code and queries the database for information related to this code.

[1407] 3. Database Response

[1408] The database will return information such as "404: Page Not Found," "Cause: Most likely an incorrect URL," and "Solution: Enter the correct URL or use the site search."

[1409] 4. Server Analysis and Response Generation

[1410] Based on the information received, the server generates a response message like this:

[1411] Error "404" occurred.

[1412] Description: Page not found.

[1413] Possible cause: The URL is probably incorrect.

[1414] Solution: Enter the correct URL or use the site search.

[1415] If the problem persists, please contact our support team at support@example.com.

[1416] 5. Sending results to the user

[1417] The server sends the generated response message to the user's terminal and displays it in the chat window.

[1418] By following these steps, the system can quickly and accurately identify the cause of the error based on the error code entered by the user, and provide a solution and appropriate support contact information, thereby improving the user experience and helping to resolve the problem.

[1419] The processing flow will be explained below.

[1420] Step 1:

[1421] The user enters the error code and sends it in the chat window on the device. The user enters "404" and clicks the "Send" button.

[1422] Step 2:

[1423] The terminal receives the user's input and sends it to the server. The terminal sends an HTTP POST request with the error code "404" to the server.

[1424] Step 3:

[1425] The server receives the error code. The server extracts the error code "404" from the incoming HTTP POST request.

[1426] Step 4:

[1427] The server queries the database. The server sends the SQL query "SELECT FROM error_codes WHERE code = '404'" to the database.

[1428] Step 5:

[1429] The database returns information corresponding to the error code. The database returns information to the server, such as:

[1430] {

[1431] "code": "404",

[1432] "description": "Page not found",

[1433] "cause": "URL is likely incorrect",

[1434] "solution": "Enter the correct URL or use site search"

[1435] }

[1436] Step 6:

[1437] The server analyzes the information it receives and generates an appropriate response message. The server generates the following message:

[1438] Error "404" occurred.

[1439] Description: Page not found.

[1440] Possible cause: The URL is probably incorrect.

[1441] Solution: Enter the correct URL or use the site search.

[1442] If the problem persists, please contact our support team at support@example.com.

[1443] Step 7:

[1444] The server generates a response message and sends it to the user's device, which returns the message to the device as an HTTP response.

[1445] Step 8:

[1446] The terminal receives the response message from the server and displays it to the user. The terminal displays the following message in the chat window:

[1447] Error "404" occurred.

[1448] Description: Page not found.

[1449] Possible cause: The URL is probably incorrect.

[1450] Solution: Enter the correct URL or use the site search.

[1451] If the problem persists, please contact our support team at support@example.com.

[1452] In this way, the user simply inputs and submits an error code, and the server collects and analyzes information about the error, generates a message containing an appropriate solution and contact information, and provides it to the user.

[1453] Example 1

[1454] 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."

[1455] With the current system, it is difficult to identify the cause of an error code and quickly provide the user with an appropriate solution. In particular, the task of consistently managing the different details for each error code and presenting the appropriate support contact point is time-consuming and inefficient. This results in a lack of quick response when users encounter an error, resulting in a poor user experience.

[1456] 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.

[1457] In this invention, the server includes means for accepting an error code entered by a user, means for transmitting the error code to the server, means for the server to receive the error code, means for the server to retrieve information corresponding to the error code from a database, means for analyzing the retrieved information and identifying a cause of the error code and a solution to the error, means for identifying an appropriate support desk based on the analysis results, means for generating a response message including the identified support desk and the analysis results, and means for transmitting the generated response message to the user. This enables a user to quickly and accurately obtain the cause and solution of an error code by simply entering the error code, and access the necessary support desk.

[1458] A "user" is a person who uses this system, who inputs error codes and receives information.

[1459] An "error code" is a specific code used to identify system or application errors, with a unique identifier for each error.

[1460] "Terminal" refers to a device used by a user, including a PC, smartphone, tablet, etc.

[1461] A "server" is a computer system that receives error codes, interacts with databases, and generates and transmits analysis results.

[1462] The "database" is a storage system for centrally managing information about error codes, including error codes, detailed information, solutions, and so on.

[1463] "Analysis" refers to the process by which the server identifies the cause of the error and a solution based on the information it obtains from the database.

[1464] A "response message" is a message generated based on the analysis results, and includes an explanation of the error code, the cause of the error, a solution, and support contact information.

[1465] "Support Contact" refers to contact information for the User to seek further assistance regarding the Error.

[1466] This invention is a system that automatically provides the cause and solution of an error when the user inputs the error code. This system is composed of the following main components: a user, a terminal, a server, and a database.

[1467] First, the user uses their device (PC, smartphone, tablet, etc.) to enter the error code into a chat window or dedicated input form. The web browser or mobile application installed on this device accepts the user's input and sends the error code to the server. The software on the device may be, for example, HTML or JavaScript for operations on a web browser, or Swift or Kotlin for operations on a mobile app.

[1468] Next, the server prepares to analyze the received error code. The server, for example, has Django or another web framework installed. The server runs a program written in Python or Java, and upon receiving the error code, it generates a query against a database. This database can be a relational database such as PostgreSQL or MySQL, and stores information about the error code, its details, and related solutions.

[1469] The server retrieves information related to the error code from the database and analyzes the data. The information includes a detailed description of the error code, the cause of the error, and a recommended solution. The server analyzes this information to determine the cause of the error and the best solution.

[1470] Based on the analysis results, the server generates a response message that includes a description of the error code, the cause of the error, a solution, and support contact information, such as contact information for the support team or a link to a specific web page.

[1471] Finally, the server sends the generated response message to the user's terminal, which displays the message in a chat window or a dedicated interface, allowing the user to obtain clues for solving their problem.

[1472] As a specific example of how this works, consider the case where a user enters the error code "404" from their device. This code indicates an error that the web page cannot be found. The server receives the error code "404" and queries the database for information related to this code. The database returns information such as "404: Page Not Found," "Cause: The URL is likely incorrect," and "Solution: Enter the correct URL or use the site search." The server uses this information to generate a response message and sends the following message to the user:

[1473] Error "404" occurred.

[1474] Description: Page not found.

[1475] Possible cause: The URL is probably incorrect.

[1476] Solution: Enter the correct URL or use the site search.

[1477] If the problem persists, please contact our support team at support@example.com.

[1478] In this way, the system allows users to quickly and accurately obtain the cause and solution of an error simply by entering the error code, and also provides appropriate support contact information as needed, thereby contributing to an improved user experience.

[1479] The flow of the identification process in the first embodiment will be described with reference to FIG.

[1480] Step 1: Input reception

[1481] The user enters the error code using their own device (PC, smartphone, tablet, etc.). Specifically, the user enters the error code in a chat window or a dedicated input form and clicks the "Send" button.

[1482] Input: The user enters the error code "404" into the input form and submits it.

[1483] Output: The entered error code "404" is sent to the server by the terminal.

[1484] Step 2: Receiving the error code

[1485] The server receives the error code sent from the user terminal, temporarily stores the received error code in memory, and prepares it for analysis in the next step.

[1486] Input: Error code "404" sent from the terminal.

[1487] Output: Error code "404" stored in server memory.

[1488] Step 3: Find error information

[1489] The server queries the database for information related to the error code. Specifically, the server generates a query such as "SELECT FROM error_info WHERE error_code = '404'" and sends it to the database.

[1490] Input: Error code "404" stored in memory.

[1491] Output: Error information returned from the database (e.g. "404: Page Not Found", "Cause: Most likely a bad URL", "Solution: Enter the correct URL or use site search").

[1492] Step 4: Get error details

[1493] The server receives the error information returned from the database and analyzes it to determine the cause of the error and the best solution.

[1494] Input: Error information returned from the database.

[1495] Output: Analysis results (e.g., cause and solution for error "404").

[1496] Step 5: Generate a response message

[1497] The server generates a response message based on the analysis results, which includes an explanation of the error code, the cause of the error, a solution, and support contact information.

[1498] Input: Analysis results (cause of error "404" and solutions).

[1499] Output: Response message (e.g. "Error '404' has occurred. Description: Page not found. Cause: The URL is likely incorrect. Solution: Enter the correct URL or use site search. If the problem persists, contact our support team at support@example.com.").

[1500] Step 6: Send a response message

[1501] The server sends the generated response message to the user's terminal, which displays the received message in a chat window or a dedicated interface.

[1502] Input: The generated response message.

[1503] Output: The response message that is displayed on the user's terminal.

[1504] Through these steps, the system quickly and accurately identifies the cause of the error based on the error code entered by the user and provides a solution to the user, allowing the user to understand how to resolve the error and contact support if necessary.

[1505] (Application example 1)

[1506] 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."

[1507] Conventional error code management systems often respond slowly to specific error codes and do not provide solutions quickly. Furthermore, in the security field, identifying the cause of a specific error code and proposing a solution is often complex and dependent on the experience and knowledge of the person in charge. This not only lengthens the time it takes to resolve the error, but also degrades the user experience. Therefore, there is a need for a system that can quickly and accurately identify the cause and provide an appropriate solution simply by entering the error code.

[1508] 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.

[1509] In this invention, the server includes means for accepting an error code entered by a user, means for acquiring information corresponding to the error code from a storage device, means for analyzing the acquired information and identifying the cause of the error code and a solution, means for identifying an appropriate support desk based on the analysis result, means for generating a response message including the identified support desk and the analysis result, means for transmitting the generated response message to the user, and means for managing and resolving network or system security error codes in real time. This makes it possible for a user to quickly and accurately identify the cause and provide an appropriate solution and support desk information simply by entering the error code.

[1510] An "error code" is an identifying code that a system or application generates to indicate a particular abnormal condition or problem.

[1511] A "storage device" is a device or system for storing data and retrieving that data as needed.

[1512] "Analysis" is the procedure or process of examining input data in detail to understand its meaning and structure.

[1513] A "cause" is a factor or reason that causes a particular result or condition.

[1514] A "solution" is a proposed method or means for solving a particular problem.

[1515] "Support Desk" means a contact point or support desk where Users can receive advice or assistance in resolving a problem.

[1516] A "response message" is a message containing information or instructions provided in response to a user's inquiry.

[1517] A "security error code" is an identification code that indicates an abnormality or problem related to the security of an information system.

[1518] "Real time" is a concept that indicates processing or responding to an event the moment it occurs.

[1519] A "network" is a system in which multiple computers and devices are connected to each other and share and communicate data.

[1520] This invention relates to a system that manages error codes entered by users as security system or network error codes, identifies the cause of the error in real time, and provides solutions and support contact information. Specific embodiments of this system are described below.

[1521] System configuration

[1522] The system consists of three main components: a server, a terminal, and a user. The user terminal provides an interface for inputting and transmitting error codes. The server receives and analyzes error codes, and generates and transmits response messages. The storage device functions as a storage for managing information related to error codes.

[1523] Hardware and software used

[1524] User device: React Native (building user interface)

[1525] Server: Node.js (server-side processing)

[1526] Storage device: MongoDB (database)

[1527] Analysis engine: Python (data analysis)

[1528] Response message generation: Flask (web framework)

[1529] Communication: WebSocket (real-time communication)

[1530] Processing procedures and examples

[1531] 1. User Action:

[1532] A user uses a smartphone to enter the security error code "Firewall block 1071" and submits it to the application's input form.

[1533] 2. Server processing:

[1534] The server receives the entered error code and searches MongoDB for the key "Firewall block 1071".

[1535] 3. Database response:

[1536] The database returns information such as "1071: Unauthorized access attempt," "Cause: Access from an abnormal IP address," and "Solution: Add the IP to the block list."

[1537] 4. Server Parsing and Response Generation:

[1538] Based on the information received, the server generates a response message like this:

[1539] Error "Firewall block 1071" occurred.

[1540] Description:Unauthorized access attempt.

[1541] Cause: Access from an abnormal IP address.

[1542] Solution: Add the IP address to your block list.

[1543] If the issue persists, contact our security team at security@example.com.

[1544] 5. Sending results to the user:

[1545] The server generates a response message and sends it to the user's application in real time for display.

[1546] Prompt Sentence Examples

[1547] An example of an input prompt for a generative AI model is as follows:

[1548] Please explain the error code Firewall block 1071 and provide the cause, solution, and support information.

[1549] This allows users to instantly obtain detailed information about errors that occur in the security system and quickly resolve the problem.

[1550] As described above, this system can manage error codes in real time and quickly present appropriate solutions to users, making it useful for resolving security-related issues.

[1551] The flow of the specific processing in the application example 1 will be described with reference to FIG.

[1552] Step 1:

[1553] A user enters a security error code into an application on their smartphone. The entered data is an error code, such as "Firewall block 1071." After the user enters this information, the device sends the error code to the server.

[1554] Step 2:

[1555] The server receives the error code sent from the user terminal. The server begins preparations to analyze the received data. At this time, the received data is an error code in string format. Based on this data, the server proceeds to the next step.

[1556] Step 3:

[1557] The server queries the storage device (MongoDB) based on the received error code. The server sends a search query to the database using the error code "Firewall block 1071" as a key. The input data is the error code, and the output data is information about the corresponding error code (explanation, cause, solution).

[1558] Step 4:

[1559] The storage device (MongoDB) responds to a query from the server with information about the error code. The database returns information to the server, such as "1071: Unauthorized access attempt," "Cause: Access from an abnormal IP address," and "Solution: Add the IP to the block list." The output returned from the database is sent to the server as a set of information.

[1560] Step 5:

[1561] The server analyzes the information received from the database. Using its internal analysis engine (Python), it identifies a detailed error description, the cause of the error, and a recommended solution. Based on this analyzed data, the server proceeds to the next step.

[1562] Step 6:

[1563] The server identifies the appropriate support point based on the analysis results, and additional data transformation and information retrieval is performed to include the appropriate support point information, such as contact information for the security team.

[1564] Step 7:

[1565] The server generates a response message based on the identified support contact and analysis results. The generated message includes an explanation of the error code, the cause of the error, a solution, and support contact information. The following message is generated:

[1566] Error "Firewall block 1071" occurred.

[1567] Description:Unauthorized access attempt.

[1568] Cause: Access from an abnormal IP address.

[1569] Solution: Add the IP address to your block list.

[1570] If the issue persists, contact our security team at security@example.com.

[1571] Step 8:

[1572] The server sends the generated response message to the user terminal, which receives the message in real time and displays it on the application screen, allowing the user to quickly obtain the specific solution and support contact information corresponding to the error code.

[1573] Through the above processing steps, the user can quickly and accurately identify the cause and obtain appropriate solutions and support contact information simply by entering the error code.

[1574] 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.

[1575] This invention combines a system that identifies the cause of an error and presents appropriate solutions and support contact information when a user simply inputs an error code with an emotion engine that recognizes the user's emotions. Specific embodiments of this system are described below.

[1576] System configuration

[1577] The system consists of the following main components: a server, a terminal, a user, and an emotion engine. The user terminal provides an interface for inputting and sending error codes. The server receives and analyzes the error codes, and generates and sends response messages. The database functions as storage for managing information about error codes. The emotion engine analyzes emotions from user input and makes adjustments to generate appropriate response messages.

[1578] Program processing overview

[1579] 1. Input acceptance

[1580] The user inputs the error code into their device and sends it to the server via a chat window or a dedicated input form. At the same time, emotion data is also captured from the user's input for emotional analysis.

[1581] 2. Receiving an error code

[1582] The server receives the error code and emotion data sent from the user's device. At this point, the server prepares to analyze the error code.

[1583] 3. Search for error information

[1584] The server queries the database for information related to the received error code, such as a detailed description, cause of the error, and recommended solutions.

[1585] 4. Get error details

[1586] The server receives the error information from the database and analyzes the obtained data to identify the detailed cause of the error and a solution to the problem.

[1587] 5. Emotion Data Analysis

[1588] The emotion engine analyzes the received emotion data to determine the user's current emotional state, for example, whether the user is feeling frustrated.

[1589] 6. Generating a Response Message

[1590] Based on the analysis results, the server generates a response message to be provided to the user. This message includes an explanation of the error code, the cause of the error, a solution, and appropriate support contact information. Based on the analysis results of the emotion engine, the tone of the message is adjusted according to the user's emotion.

[1591] 7. Sending a response message

[1592] The server generates a response message and sends it to the user's terminal, where the user can read it to understand how to resolve the error and contact support if necessary.

[1593] Specific examples

[1594] Suppose a user inputs the error code "404" from their device. This code indicates a web page cannot be found. Furthermore, if the user is feeling frustrated while inputting the code, the emotion engine will analyze it and notify the server.

[1595] 1. User operations

[1596] A user types "404" into a chat window and sends it. The emotional data entered includes frustration.

[1597] 2. Server Processing

[1598] The server receives the "404" error code and the frustration emotion data and queries the database for information related to this code.

[1599] 3. Database Response

[1600] The database will return information such as "404: Page Not Found," "Cause: Most likely an incorrect URL," and "Solution: Enter the correct URL or use the site search."

[1601] 4. Emotion Engine Analysis

[1602] The emotion engine identifies when the user is feeling frustrated and provides that information to the server.

[1603] 5. Server Analysis and Response Generation

[1604] The server takes into account the results of the emotion engine and generates a response message in a tone that will ease the user's frustration, such as:

[1605] Error "404" occurred.

[1606] Description: Page not found. We apologize for the inconvenience.

[1607] Cause: The URL is probably incorrect.

[1608] Solution: Please enter the correct URL or use the site search.

[1609] If the problem persists, please contact our support team immediately (support@example.com).

[1610] 6. Sending results to the user

[1611] The server sends the generated response message to the user's terminal and displays it in the chat window.

[1612] This system not only responds quickly and appropriately to user error codes, but also provides flexible responses that take into account the user's emotional state, greatly improving the user experience.

[1613] The processing flow will be explained below.

[1614] Step 1:

[1615] The user enters the error code and sends it in the chat window on the device. For example, the user enters "404" and clicks the "Send" button.

[1616] Step 2:

[1617] The device receives the user's input and sends it to the server. The device sends an HTTP POST request with the error code "404" and the user's emotional data (e.g., frustration) to the server.

[1618] Step 3:

[1619] The server receives the error code and emotion data. The server extracts the error code "404" and emotion data from the received HTTP POST request.

[1620] Step 4:

[1621] The server queries the database. The server sends the SQL query "SELECT FROM error_codes WHERE code = '404'" to the database.

[1622] Step 5:

[1623] The database returns information corresponding to the error code. The database returns information to the server, such as:

[1624] {

[1625] "code": "404",

[1626] "description": "Page not found",

[1627] "cause": "URL is likely incorrect",

[1628] "solution": "Enter the correct URL or use site search"

[1629] }

[1630] Step 6:

[1631] The server analyzes the information it has obtained and identifies the detailed cause of the error and a solution. Based on the information that "the page cannot be found because the URL is likely incorrect," the server identifies an appropriate solution.

[1632] Step 7:

[1633] The emotion engine analyzes the user's emotion data to identify the user's current emotional state. For example, the emotion engine recognizes that the user is feeling "frustrated."

[1634] Step 8:

[1635] The server generates a response message that reflects the analysis results of the emotion engine. The server generates the following message:

[1636] Error "404" occurred.

[1637] Description: Page not found. We apologize for the inconvenience.

[1638] Cause: The URL is probably incorrect.

[1639] Solution: Please enter the correct URL or use the site search.

[1640] If the problem persists, please contact our support team immediately (support@example.com).

[1641] Step 9:

[1642] The server generates a response message and sends it to the user's device, which returns the message to the device as an HTTP response.

[1643] Step 10:

[1644] The terminal receives the response message from the server and displays it to the user. The terminal displays the following message in the chat window:

[1645] Error "404" occurred.

[1646] Description: Page not found. We apologize for the inconvenience.

[1647] Cause: The URL is probably incorrect.

[1648] Solution: Please enter the correct URL or use the site search.

[1649] If the problem persists, please contact our support team immediately (support@example.com).

[1650] In this way, when the user simply inputs and transmits the error code, the server collects and analyzes information about the error, generates a message including a solution and contact information that takes into account the emotional state of the user, and provides it to the user.

[1651] Example 2

[1652] 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."

[1653] Conventional error code analysis systems often only provide unique information for the error code entered by the user, and generally lack a response that takes into account the user's emotional state. This can increase user frustration, especially when problem resolution is delayed. Furthermore, because the error analysis results and the information provided by the support staff are separated, effective support is often not provided.

[1654] The identification process by the identification processing unit 290 of the data processing device 12 in the second embodiment is realized by the following means. In this invention, the server includes means for accepting an identification code entered by a user, means for acquiring information corresponding to the identification code from a storage device, means for analyzing the acquired information to identify the cause of the identification code and a solution, means for identifying an appropriate troubleshooter based on the analysis result, means for generating a response message including the identified troubleshooter and the analysis result, means for sending the generated response message to the user, and means for analyzing the user's emotions and reflecting the analysis result in the message. This makes it possible to quickly and appropriately handle errors and provide support contact information while taking into consideration the user's emotional state.

[1655] "User" refers to the end user who operates the system and enters the identification code.

[1656] "Identification code" refers to a code or string of characters entered by a user to indicate a particular error or problem.

[1657] "Storage" refers to a storage system, such as a database, that stores information about identification codes, details, solutions, and responder information.

[1658] "Analysis" refers to the process of processing and analyzing data to identify causes and solutions based on the data obtained.

[1659] "Responders" refers to experts and support staff who are identified to provide appropriate support and solutions based on the analysis results.

[1660] "Response message" refers to a message provided to a user that includes identified causes, solutions, and responder information.

[1661] "Sentiment analysis" refers to the process of analyzing a user's emotional state from input data and reflecting the results in the message.

[1662] This invention is a system that, when a user inputs an identification code, identifies the cause of the problem and presents appropriate solutions and information on the person in charge of handling the problem. Furthermore, it incorporates an emotion analysis function that recognizes the user's emotions and reflects them in the response message. A specific embodiment of this system will be described below.

[1663] System configuration

[1664] The system's main components are a server, terminals, users, and an emotion analysis engine. User terminals include smartphones, tablets, and PCs. The server includes an error code analysis server and a database server, and the emotion analysis engine can also use cloud services.

[1665] Hardware or software used

[1666] Specifically, the following hardware and software are used:

[1667] User devices: smartphones, tablets, PCs

[1668] Server: Apache HTTP Server, Nginx

[1669] Database: MySQL, PostgreSQL

[1670] Sentiment analysis engine: A general AI sentiment analysis engine service (e.g., Microsoft Azure Emotion API or IBM Watson Tone Analyzer)

[1671] Data processing and calculation flow

[1672] 1. User Input

[1673] The user inputs the identification code into their own terminal and transmits it. In addition, the user can input emotion data when inputting.

[1674] 2. Data Reception

[1675] The server receives this data and registers the identification code and emotion data in an analysis queue.

[1676] 3. Database Search

[1677] Based on the identification code, the server retrieves the relevant detailed information, cause of occurrence, and solution from the database.

[1678] 4. Emotion analysis

[1679] The server sends the received emotion data to the emotion analysis engine and returns the results.

[1680] 5. Generating a Response Message

[1681] The server combines the acquired data with the results of sentiment analysis to generate a response message, which includes a description of the error, the cause of the error, a solution, and information about the person responsible for the response. The tone of the message is adjusted according to the results of sentiment analysis.

[1682] 6. Sending a Message

[1683] The server sends the generated response message to the user's terminal.

[1684] Specific examples

[1685] For example, consider a case where a user inputs the identification code "404" from his / her terminal and feels frustrated. The following is a specific embodiment.

[1686] 1. User operations

[1687] A user types "404" into a chat window and sends it. The emotional data entered includes frustration.

[1688] 2. Server Processing

[1689] The server receives the "404" code and the frustration emotion data and queries the database for information related to this code.

[1690] 3. Database Response

[1691] The database will return information such as "404: Page not found," "URL is likely incorrect," or "Enter the correct URL or use site search."

[1692] 4. Analysis of the Sentiment Analysis Engine

[1693] The sentiment analysis engine identifies when the user is frustrated and provides that information to the server.

[1694] 5. Server Analysis and Response Generation

[1695] The server takes into account the results of the sentiment analysis and generates a response message in a tone that will ease the user's frustration, such as:

[1696] Error "404" occurred.

[1697] Description: Page not found. We apologize for the inconvenience.

[1698] Cause: The URL is probably incorrect.

[1699] Solution: Please enter the correct URL or use the site search.

[1700] If the problem persists, contact the support representative (support@example.com) immediately.

[1701] 6. Sending results to the user

[1702] The server sends the result to the user's terminal, where the user receives the message, checks the contents, and decides on the next action.

[1703] Prompt Sentence Examples

[1704] For example, a sample input prompt for a generative AI model might look like this:

[1705] User input: "404, page not found"

[1706] User sentiment: "Frustration"

[1707] Analyze the error situation and generate appropriate solution statements. Be mindful of your tone, as the user is frustrated.

[1708] In short, this system allows for quick and appropriate error handling and the provision of information on who should be contacted, while taking into consideration the user's emotional state, thereby improving the user experience and enabling efficient problem resolution.

[1709] The flow of the identification process in the second embodiment will be described with reference to FIG.

[1710] Step 1: User enters identification code

[1711] The user uses their own device (smartphone, tablet, PC) to enter the identification code into a chat window or a dedicated input form.

[1712] Input content: Identification code (e.g. "404")

[1713] Output: Sending the identification code from the terminal to the server

[1714] Step 2: Sending error code and emotion data

[1715] The terminal transmits the identification code entered by the user together with data on the user's emotional state (e.g., frustration) to the server.

[1716] Input: User-entered identification code and emotion data

[1717] Output: Identification code and emotion data received by the server

[1718] Step 3: The server receives the identification code and emotion data.

[1719] The server receives the identification code and emotion data sent by the user and registers them in a queue for analysis.

[1720] Input: Identification code and emotion data from the terminal

[1721] Output: Identification code and emotion data registered in the analysis queue

[1722] Step 4: Request to the database to retrieve error information

[1723] Based on the identification code, the server sends a query to a storage device (database) to search for related information.

[1724] Input: Identification code obtained from the analysis queue

[1725] Output: Sending a query to the database

[1726] Step 5: Retrieve error information from the database

[1727] The database analyzes the received query and returns detailed information corresponding to the identification code (e.g., error code description, cause of occurrence, and solution) to the server.

[1728] Input: Query from the server

[1729] Output: Detailed information related to the identification code

[1730] Step 6: Analyze the emotional data using the emotion analysis engine

[1731] The server then sends the received emotional data to an emotion analysis engine to analyze the user's emotional state. The emotion analysis engine then converts the level of frustration or stress into a numerical value and returns it to the server.

[1732] Input: User emotion data

[1733] Output: Sentiment analysis results (e.g., frustration level)

[1734] Step 7: Server generates response message

[1735] The server combines the acquired error information with the results of the sentiment analysis to generate a response message to be provided to the user. This message includes a description of the error, the cause of the error, a solution, and information about the person responsible for the response. The tone of the message can also be adjusted depending on the results of the sentiment analysis.

[1736] Input: Error information and sentiment analysis results

[1737] Output: The generated response message

[1738] Step 8: The server sends a response message to the user terminal.

[1739] The server sends the generated response message to the user's terminal via HTTPS.

[1740] Input: The generated response message

[1741] Output: Sending a response message to the user terminal

[1742] Step 9: User receives response message

[1743] The user checks the response message received on the terminal, understands the contents, and, if necessary, contacts the person in charge of troubleshooting.

[1744] Input: Response message from the server

[1745] Output: User understanding and action

[1746] (Application example 2)

[1747] 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."

[1748] Conventional error code analysis systems can provide the cause of an error and a solution by having the user input an error code, but they do not sufficiently consider the user's emotions. As a result, it is difficult to reduce the user's frustration and stress while handling the error, resulting in a poor user experience. In particular, on online shopping sites, it is important to provide appropriate support for the user's emotions when an error occurs related to ordering or delivery.

[1749] The identification process by the identification 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 means for accepting an error code entered by a user, means for acquiring information corresponding to the error code from a database, means for analyzing the acquired information and identifying the cause of the error code and a solution, means for acquiring emotion data and analyzing the emotion, means for adjusting a response message based on the emotion data, means for generating a response message including the identified support desk and the analysis results, and means for sending the generated response message to the user. This makes it possible to provide an appropriate response message that takes emotion into consideration when a user enters an error code, thereby improving the user experience.

[1750] The "means for accepting an error code entered by a user" is a function that provides an interface for transmitting an error code entered by a user through a terminal to a server and receiving the error code.

[1751] The "means for obtaining information corresponding to the error code from the database" is a function that queries the database based on the received error code and obtains detailed information about the corresponding error.

[1752] "Means for analyzing the acquired information and identifying the cause of the error code and a solution" is a function that identifies the cause of the error based on the information acquired from the database and performs processing to find a corresponding solution.

[1753] The "means for acquiring emotional data and analyzing the emotions" is a function that extracts emotional information from user input or voice data, analyzes the data, and determines the user's current emotional state.

[1754] The "means for adjusting a response message based on emotional data" is a function for generating an adjusted response message that takes into consideration the emotional state of the user in accordance with the analyzed emotional data.

[1755] The "means for generating a response message including the identified support contact and analysis results" is a function for creating a response message that includes the cause of the problem, a solution, appropriate support contact information, and a tone that takes into account emotions.

[1756] The "means for transmitting the generated response message to the user" refers to a communication means for transmitting the generated response message to the user's terminal and displaying it there.

[1757] This invention provides a system that combines error code analysis and emotion recognition for customer support on online shopping sites. Specific configurations and processes for implementing this invention are described below.

[1758] System Configuration

[1759] The system consists of the following main components: a server, a user terminal, a database, and an emotion recognition engine.

[1760] 1. Server:

[1761] The server plays a central role in receiving error codes sent from users and performing analysis processing. To implement the present invention, the server includes the following means:

[1762] A means of accepting user-entered error codes

[1763] A means of retrieving information corresponding to an error code from the database

[1764] A means for analyzing the acquired information and identifying the cause of the error code and a solution to the problem.

[1765] A means of acquiring emotional data and analyzing that emotion

[1766] A means of tailoring response messages based on emotional data

[1767] A means of generating a response message that includes the identified support contact and the analysis results.

[1768] A means of sending the generated response message to the user

[1769] 2. User Device:

[1770] The user device provides an interface for the user to input error codes and emotion data and send them to the server. This includes smartphone apps, web browser applications, etc.

[1771] 3. Database:

[1772] The database stores information about error codes, their details, and associated solutions, allowing the server to quickly retrieve error information.

[1773] 4. Emotion Recognition Engine:

[1774] Emotion recognition engines provide models for analyzing emotions from user input or voice data, such as the Google Cloud Natural Language API.

[1775] Processing steps

[1776] The system process is as follows:

[1777] 1. User Action:

[1778] Using a smartphone app, users input the error code and submit it along with emotional data, which is then automatically acquired based on text and voice analysis.

[1779] 2. Server processing:

[1780] The server receives the error code and emotion data sent by the user, retrieves the relevant information from the database based on the error code, and simultaneously analyzes the user's emotion using an emotion recognition engine.

[1781] 3. Generate a response message:

[1782] The server generates a response message for the user based on the acquired error information and emotion data. The response message includes an explanation of the error code, the cause of the error, a solution, and support contact information.

[1783] 4. Send to User:

[1784] The generated response message is sent to the user's terminal and displayed, allowing the user to understand the details of the error and take appropriate measures.

[1785] Specific examples

[1786] If a user sends the error code "404" from a smartphone app and expresses frustration, the server generates the following response message:

[1787] Error "404" occurred.

[1788] Description: Page not found. We apologize for the inconvenience.

[1789] Cause: The URL is probably incorrect.

[1790] Solution: Please enter the correct URL or use the site search.

[1791] If the problem persists, contact support immediately.

[1792] Prompt Sentence Examples

[1793] User input: "I entered error code 1234. My item never arrived!"

[1794] Prompt the generative AI model:

[1795] "Get the information about error code 1234 and generate a response message that takes into account the user's emotion, which is anger."

[1796] This system significantly improves the user experience by providing a fast and appropriate response to the user's error code and taking into account the user's emotional state.

[1797] The flow of the specific processing in the application example 2 will be described with reference to FIG.

[1798] Step 1:

[1799] A user uses a smartphone app to input and send an error code. The input is done through a chat window or a dedicated form, and emotional data is also sent. In this case, the error code entered by the user (e.g., "404") and the emotional data (e.g., frustration) at the time are sent to the server.

[1800] Step 2:

[1801] The server receives the error code and emotion data sent by the user, queries the database for the error code, and retrieves related details, including a description of the error code, the cause of the error, and a recommended solution.

[1802] Step 3:

[1803] The server analyzes the error information retrieved from the database to identify the detailed cause and solution of the error. During this analysis process, it compares the error code with known problem data related to the error code and extracts the appropriate solution.

[1804] Step 4:

[1805] At the same time, the server inputs the received emotion data into an emotion recognition engine to analyze the user's emotional state. The emotion recognition engine (e.g., Google Cloud Natural Language API) is used to identify the user's emotion from text or voice, and outputs emotional states such as frustration or anger.

[1806] Step 5:

[1807] The server generates a response message based on the results of the emotion analysis. The response message includes an explanation of the error code, the cause of the error, a solution, and support contact information. The tone and expression of the message are also adjusted according to the emotion data. If the user is feeling frustrated, the message is generated in an empathetic tone.

[1808] Step 6:

[1809] The server generates a response message and sends it to the user's device. The user's device displays the received message and provides the user with error information, allowing the user to understand the cause and solution of the error and contact support if necessary.

[1810] (Specific operation example)

[1811] Example: If the user enters "I entered error code 1234. My item has not arrived!"

[1812] 1. In posting step 1, the error code "1234" and emotion data (anger) are sent.

[1813] 2. In posting step 2, the server receives the error code and emotion data and retrieves the information from the database.

[1814] 3. In publication step 3, the details of the error are analyzed and the information is obtained that the error was caused by a delivery delay.

[1815] 4. In step 4, the emotion recognition engine identifies the user's anger and returns the result to the server.

[1816] 5. In step 5, the server generates a response message such as "An error has occurred due to a delivery delay and we will respond immediately."

[1817] 6. In posting step 6, the generated message is sent to the user's terminal and displayed.

[1818] In this way, it is possible to take a prompt and appropriate error response while taking into consideration the user's feelings.

[1819] 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.

[1820] 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.

[1821] 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.

[1822] 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.

[1823] 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.

[1824] 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.

[1825] 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).

[1826] 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, and motorcycles, 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.

[1827] 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."

[1828] 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.

[1829] 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).

[1830] 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.

[1831] 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.

[1832] 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.

[1833] 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.

[1834] 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.

[1835] 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.

[1836] 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.

[1837] 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.

[1838] 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.

[1839] 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.

[1840] The following is further disclosed regarding the above embodiment.

[1841] (Claim 1)

[1842] means for accepting an error code entered by a user;

[1843] A means for retrieving information corresponding to the error code from a database;

[1844] A means for analyzing the acquired information and identifying the cause of the error code and a solution to the error code;

[1845] A means for identifying an appropriate support contact point based on the analysis results;

[1846] means for generating a response message including the identified support contact and the analysis result;

[1847] means for transmitting the generated response message to the user;

[1848] A system including:

[1849] (Claim 2)

[1850] 2. The system of claim 1, wherein the database includes information about error codes, detailed information about the error codes, and related solutions.

[1851] (Claim 3)

[1852] 2. The system of claim 1, wherein the generated response message includes an error code description, a cause of the error, a solution, and support contact information.

[1853] "Example 1"

[1854] (Claim 1)

[1855] means for accepting an error code entered by a user;

[1856] means for transmitting an error code to a server;

[1857] a means for the server to receive an error code;

[1858] A means for the server to retrieve information corresponding to the error code from a database;

[1859] A means for analyzing the acquired information and identifying the cause of the error code and a solution to the error code;

[1860] A means for identifying an appropriate support contact point based on the analysis results;

[1861] means for generating a response message including the identified support contact and the analysis result;

[1862] means for transmitting the generated response message to the user;

[1863] A system including:

[1864] (Claim 2)

[1865] 2. The system of claim 1, wherein the database includes information about error codes, detailed information about the error codes, and related solutions.

[1866] (Claim 3)

[1867] 2. The system of claim 1, wherein the generated response message includes an error code description, a cause of the error, a solution, and support contact information.

[1868] "Application Example 1"

[1869] (Claim 1)

[1870] means for accepting an error code entered by a user;

[1871] means for acquiring information corresponding to the error code from a storage device;

[1872] A means for analyzing the acquired information and identifying the cause of the error code and a solution to the error code;

[1873] A means for identifying appropriate support contact points based on the analysis results;

[1874] means for generating a response message including the identified support contact and the analysis result;

[1875] means for transmitting the generated response message to the user;

[1876] A means of managing and resolving network or system security error codes in real time; and

[1877] A system including:

[1878] (Claim 2)

[1879] 10. The system of claim 1, wherein the storage device includes information about error codes, detailed information about the error codes, and associated solutions.

[1880] (Claim 3)

[1881] 2. The system of claim 1, wherein the generated response message includes an error code description, a cause of the error, a solution, and support contact information.

[1882] "Example 2: Combining Emotion Engines"

[1883] (Claim 1)

[1884] means for accepting an identification code input by a user;

[1885] means for acquiring information corresponding to the identification code from a storage device;

[1886] A means for analyzing the acquired information and identifying the cause of the occurrence of the identification code and a solution to the problem;

[1887] A means for identifying an appropriate person in charge of handling the issue based on the analysis results;

[1888] means for generating a response message including the identified responder and the analysis result;

[1889] means for transmitting the generated response message to the user;

[1890] A means for analyzing the user's emotions and reflecting the analysis results in the message;

[1891] A system including:

[1892] (Claim 2)

[1893] 2. The system of claim 1, wherein the storage device includes an identification code, detailed information about the identification code, and information about associated solutions.

[1894] (Claim 3)

[1895] 2. The system of claim 1, wherein the generated response message includes an explanation of the identification code, a cause of occurrence, a solution, and information about a person responsible for the response.

[1896] "Application example 2 when combining emotion engines"

[1897] (Claim 1)

[1898] means for accepting an error code entered by a user;

[1899] A means for retrieving information corresponding to the error code from a database;

[1900] A means for analyzing the acquired information and identifying the cause of the error code and a solution to the error code;

[1901] A means for identifying an appropriate support contact point based on the analysis results;

[1902] means for acquiring emotion data from a user's input and analyzing the emotion;

[1903] means for adjusting a response message based on the emotion data;

[1904] means for generating a response message including the identified support contact and the analysis result;

[1905] means for transmitting the generated response message to the user;

[1906] A system including:

[1907] (Claim 2)

[1908] 2. The system of claim 1, wherein the database includes information about error codes, detailed information about the error codes, and related solutions.

[1909] (Claim 3)

[1910] 2. The system of claim 1, wherein the generated response message includes an error code description, a cause of the error, a solution, and support contact information. [Explanation of symbols]

[1911] 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. means for accepting an error code entered by a user; A means for retrieving information corresponding to the error code from a database; A means for analyzing the acquired information and identifying the cause of the error code and a solution to the error code; A means for identifying an appropriate support contact point based on the analysis results; means for generating a response message including the identified support contact and the analysis result; means for transmitting the generated response message to the user; A system including:

2. The system of claim 1 , wherein the database includes information about error codes, detailed information about the error codes, and related solutions.

3. 2. The system of claim 1, wherein the generated response message includes an error code description, a cause of the error, a solution, and support contact information.

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