Computer systems, technical support management methods, technical support management programs

Abstract

This technology reduces the burden on users and improves engineers' ability to quickly resolve critical errors. [Solution] The computer system includes: a collection unit that monitors network connections between multiple computer peripherals and collects usage information and error information; a storage unit that stores error information describing the occurrence of an error in a database in response to the detection of an error in a computer peripheral; a code generation unit that generates a support code and stores the support code in the database in association with the error information; a code display unit that transmits the support code to the computer peripheral for display; a reading unit that reads the error information from the database in response to the receipt of a support code from a user device; and an error information display unit that displays the error information on the user interface of a customer support technician.

Description

Technical Field

[0001] The embodiments described in this specification relate to a computer system, a technical support management method for a computer system, and a technical support management program.

Background Art

[0002] Computer peripheral devices are external devices that are connected to a computer to provide additional functions and capabilities. For example, a multi-function printer (MFP) is a computer peripheral device capable of performing a plurality of functions such as printing, scanning, copying, and faxing. Users of computer peripheral devices encounter various errors during the operation of the devices. Some of these errors prevent the continuation of the operation of the computer peripheral device. In this specification, such an error is referred to as a "critical error". A critical error is, for example, one that prevents the execution of a printing operation, a scanning operation, a copying operation, or a faxing operation. To resolve a critical error, a user usually contacts a customer support engineer of the manufacturer of the computer peripheral device, for example, by calling the technical support phone number. Some errors do not prevent these operations or can be resolved without contacting a customer support engineer. In this specification, such an error is referred to as a "non-critical error". In the case of an MFP, an example of a non-critical error is paper jam.

[0003] The process of interacting with customer support technicians is often difficult and cumbersome for users of computer peripherals. Users typically need to gather a large amount of detailed information about the computer peripheral and its errors in order to explain them to the technician. For example, technicians may ask users about the serial number of the computer peripheral, its internal components, its installation location, the operations the user typically performs when using the computer peripheral, and the error codes displayed by the computer peripheral. Some of this information can be difficult or time-consuming for users to collect and provide to technicians. Furthermore, inaccurate information provided by users can hinder the performance of technical support. There is a need for a technical support management method that can reduce the burden on users while improving the ability of technicians to quickly resolve critical errors.

[0004] Furthermore, as a technology related to MFPs, an information processing device is known that includes: a display means that displays a different print setting screen when a first information for transmitting print data generated by a first printer driver to an image forming apparatus is selected, compared to when a second information for transmitting print data generated by a second printer driver to the image forming apparatus via a server system is selected; a first transmission means for transmitting print data generated by the first printer driver to the image forming apparatus based on the settings received via the print setting screen; and a second transmission means for transmitting print data generated by the second printer driver to the server system based on the settings received via the print setting screen (Patent Document 1). [Prior art documents] [Patent Documents]

[0005] [Patent Document 1] Japanese Patent Publication No. 2023-008810 [Overview of the project] [Problems that the invention aims to solve]

[0006] The problem that the embodiments of the present invention aim to solve is to provide a technology that reduces the burden on users and improves the ability of engineers to quickly resolve critical errors. [Means for solving the problem]

[0007] In one or more embodiments, a computer system is provided for remotely managing technical support for a plurality of computer peripherals. The computer system includes: a collection unit that monitors a plurality of network connections between the computer system and the plurality of computer peripherals and collects usage information and error information relating to the plurality of computer peripherals; a storage unit that, upon detecting from the error information relating to the plurality of computer peripherals that a critical error has occurred in one of the plurality of computer peripherals, stores error information describing the occurrence of the critical error in a database entry; a code generation unit that generates a support code and stores the support code in the database entry, associating the support code with the error information relating to the critical error; a code display unit that transmits the support code to the computer peripheral for display; a reading unit that, upon receiving the support code from a user device, reads the error information relating to the critical error from the database entry; and an error information display unit that displays the error information relating to the critical error read from the database entry on the user interface (UI) of a customer support technician. [Brief explanation of the drawing]

[0008] [Figure 1] This is a block diagram of the cloud environment and user environment in which each embodiment can be implemented. [Figure 2]This is a flowchart of a method that can be executed by a computer system in a cloud environment to send a support code to a user of a computer peripheral device that has experienced a critical error, according to several embodiments. [Figure 3] This is a flowchart of a method that can be performed by a computer system to manage the provision of remote technical support services to a user based on a support code, according to several embodiments. [Figure 4] This is a flowchart of a method executable by a computer system to create and train an artificial neural network for generating inferences about the probability that a computer peripheral device will encounter a critical error in the future, according to some embodiments. [Figure 5] This is a flowchart of methods that a computer system can implement to provide a user with warnings and recommendations to prevent future critical errors regarding the operation of computer peripherals, according to some embodiments. [Modes for carrying out the invention]

[0009] The embodiments will be described below with reference to the drawings. In the drawings, identical or similar parts are denoted by the same reference numerals.

[0010] Figure 1 is a block diagram of a cloud computing environment 100 and a user computing environment 102 on which each embodiment can be implemented. For example, the user environment 102 may be a workplace of a specific organization. The cloud environment 100 may be, for example, a “public cloud.” A “public cloud” includes a public data center that prepares software for both the organization of the user environment 102 and other organizations. In the example of Figure 1, the MFP 140 is monitored from the cloud environment 100, which is remote from the user environment 102. However, embodiments are not limited to such examples. For example, functions described herein as being performed in the cloud environment 100 may be performed in a computing environment that does not provide cloud computing services. That is, such functions do not have to be performed in a cloud computing environment. Furthermore, although each embodiment is described with reference to the MFP, it should be understood that each embodiment is also applicable to other computer peripherals.

[0011] The cloud environment 100 includes a computer system 110. The computer system 110 includes one or more computers, such as server computers. The computer system 110 is built on hardware 130, such as an x86 architecture platform of the server computer (or each of the multiple server computers). The hardware 130 includes computer components such as a central processing unit (CPU) 132, memory 134 such as random access memory (RAM), storage devices 136 such as one or more magnetic drives or solid-state drives (SSDs), and a network interface controller (NIC) 138. The CPU 132 is configured to execute instructions, such as executable instructions that perform one or more operations as described herein. Instructions may be stored in memory 134. The NIC 138 enables the computer system 110 to communicate with devices in the user environment 102, for example, via a wide area network (WAN) (not shown). Furthermore, if the computer system 110 includes multiple computers, the NIC 138 enables the computers to communicate with each other, for example, via a local area network (LAN) (not shown).

[0012] Hardware 130 supports software 120, which includes a support technician application 122 (technical support management program), an artificial neural network (ANN) 126, and a database 128. The support technician application 122 is programmable software to perform various operations described herein, including collecting error information about the MFP and managing the provision of technical support services by communicating with user equipment. The support technician application 122 includes a UI 124. Through the UI 124, customer support technicians may access usage and error information about the MFP. For example, usage and error information may be collected in JavaScript Object Notation (JSON) format.

[0013] In this specification, “Usage Information” relating to an MFP refers to information about the operation of the MFP, which may be collected both when the MFP is operating normally and when the MFP encounters an error. Examples of usage information include the MFP model identifier, such as the manufacturer and serial number, performance indicators for printing, copying, scanning, or faxing, and the date and time these operations were performed. Other information may include details of the operation, the frequency of consumable use, and the degree of consumable wear based on that frequency of use. In this specification, “Error Information” relating to an MFP refers to information describing the occurrence of a critical error encountered by the MFP during its operation. Examples of error information include an error code. An error code is, for example, a predetermined numerical or alphanumeric value associated with the type of error. Error information may also include, for example, the model identifier of the MFP where the error occurred, performance indicators for printing, copying, scanning, or faxing at the time the error occurred, and the date and time the error occurred.

[0014] ANN126 is a machine learning model consisting of interconnection layers of nodes (called "neurons"). A "neuron" is the basic unit or component of an ANN. The neurons in an ANN work together to process input data, transform it through computational layers, and produce an output. As detailed below, according to some embodiments, ANN126 is trained to generate inferences about the probability that an MFP will encounter a critical error during operation. For example, ANN126 may generate predictions about whether the MFP is likely to encounter a critical error in the near future (e.g., within a month) based on usage and error information collected from the MFP.

[0015] Database 128 is an organized collection of structured data used to provide technical support services to MFP users. Database 128 contains error information about MFPs that have experienced critical errors. Database 128 also contains support codes. Support codes are codes generated, for example, by a support technician application 122, to manage technical support services. For example, a support code may be a number, such as a five-digit number generated randomly (or pseudo-randomly) using a random number generator. Each support code in Database 128 is associated with error information about a critical error that occurred in a particular MFP.

[0016] The user environment 102 includes multiple MFPs 140 and user devices 150. An MFP 140 is a computer peripheral capable of performing multiple functions such as printing, scanning, copying, and faxing. The MFP 140 communicates with a computer system 110 via one or more networks, such as a WAN, to provide the computer system 110 with usage information and error information. The user device 150 is a computer such as a desktop computer, laptop computer, tablet computer, or smartphone. For example, the user device 150 is used by a user of the MFP 140 to send print jobs to the MFP 140, for example, via a LAN, for printing.

[0017] The user device 150 includes a support user application 152. The support user application 152 communicates with a support technician application 122 to connect the user to a customer support technician when a critical error occurs in one of the MFPs 140. The support user application 152 includes a UI 154 for the user to perform such communication. Alternatively, instead of a dedicated application for communicating with the support technician application 122, the user may use a web browser (not shown) installed on the user device 150 to access a technical support website. Therefore, the functions described herein as being performed in the support user application 152 may also be performed using a web browser.

[0018] The combination of devices illustrated in user environment 102 is merely an example, and the embodiments are not limited thereto. For example, user environment 102 may include only a single MFP, and / or may include multiple user devices used by multiple users to access the MFP in user environment 102. Furthermore, although Figure 1 shows only a single user environment, the embodiments are also not limited thereto. The computer system 110 may communicate with multiple user environments to monitor the MFPs in all user environments and provide remote technical support services to users in those environments.

[0019] FIG. 2 is a flowchart of a method 200 executable by a computer system 110 for sending a support code to a user of a computer peripheral device in which a critical error has occurred, according to some embodiments. The steps of method 200 are described as being executed by a support technician application 122. However, some of these steps may be executed by other applications of the computer system 110. That is, the steps of method 200 may be divided among multiple applications instead of all being executed by the support technician application 122. Further, the steps of method 200 are described by way of example as being executed with respect to an MFP, but these steps are applicable to other computer peripheral devices as well.

[0020] In step 202, the support technician application 122 monitors a network connection (such as a WAN connection) between the computer system 110 and the MFP. The MFP includes, for example, the MFP 140 in the user environment 102 and MFPs in other user environments. Specifically, the support technician application 122 monitors the network connection to obtain usage information and error information regarding the MFP. In step 204, the support technician application 122 detects error information indicating that a critical error has occurred in one of the monitored MFPs. In step 206, the support technician application 122 creates a new entry in the database 128 and stores the error information in this new entry.

[0021] In step 208, the support engineer application 122 generates a support code for the critical error. For example, the support engineer application 122 may generate the support code randomly (or pseudo-randomly). Further, for example, the support engineer application 122 may generate the support code in response to receiving a support code request from the MFP where the critical error occurred. As another example, the support engineer application 122 may automatically generate the support code in response to detecting the error information.

[0022] In step 210, the support engineer application 122 confirms that the generated support code is different from all other support codes currently stored in the database 128. In step 212, if the generated support code matches any of the support codes in the database 128, the method 200 returns to step 208, and the support engineer application 122 generates another support code, for example, randomly or pseudo-randomly. Returning to step 212, if the generated support code is different from all the support codes in the database 128, the method 200 proceeds to step 214. In step 214, the support engineer application 122 stores the support code in the new entry of the database 128, associating it with the stored error information. In step 216, the support engineer application 122 sends the support code to the MFP where the critical error occurred and causes it to be displayed on the display panel of the MFP.

[0023] After step 216, method 200 ends. After method 200, the MFP user may use the support code to obtain technical support to resolve critical errors. This will be discussed later in relation to Figure 3. After method 200, the support technician application 122 may generate a new support code for critical errors for security purposes. Generating a new support code can improve security by preventing attackers from identifying the old support code, for example, by guessing multiple different codes. Generating a new support code may also prevent such attackers from impersonating a user using a fraudulently obtained support code and, for example, requesting the user's confidential information from the support technician application 122.

[0024] For example, the support technician application 122 may generate a new support code in response to a predetermined time elapsed since the previous support code was generated. Alternatively, the support technician application 122 may generate a new support code in response to receiving a request for a new support code from the user device 150. The user may send this request to the user device 150 by clicking a button in the UI 154 of the support user application 152. Alternatively, if the support code is a one-time use code, the support technician application 122 may generate a new support code in response to the user device 150 using the support code by sending it to the support technician application 122.

[0025] If, after Method 200, the support technician application 122 generates a new support code, steps 214 and 216 may be repeated using this new support code. The support technician application 122 stores this new support code in the same entry in database 128, associating it with the error information, instead of the previous support code. The support technician application 122 also sends this new support code to the MFP for display on the display panel. Using such optional features may, for example, protect the user from the leakage of confidential information.

[0026] Figure 3 is a flowchart of Method 300, which can be performed by the computer system 110 to manage the provision of remote technical support services to a user based on a support code, according to several embodiments. Method 300 is described using the example of providing such services to an MFP 140 that has experienced a critical error, but Method 300 is also applicable to other computer peripherals that have experienced critical errors. Furthermore, the steps of Method 300 are described as being performed by a support technician application 122. However, some of these steps may be performed by other applications of the computer system 110.

[0027] In step 302, the support technician application 122 receives a support code from the user device 150. For example, the user may read the support code from the display panel of the MFP 140 and enter it via the UI 154 of the support user application 152. The user device 150 may then send the entered support code to the support technician application 122. In step 304, the support technician application 122 identifies an entry in the database 128 that stores a matching (e.g., identical) support code.

[0028] In step 306, the support technician application 122 reads error information from the identified entry. This error information is automatically collected by the support technician application 122 when a critical error occurs in the MFP 140. Since the user does not need to manually provide error information to the support technician application 122, the burden on the user when obtaining technical support is reduced. Furthermore, this automatically collected information is highly reliable (likely to be accurate), improving the ability of technicians to quickly resolve critical errors.

[0029] In an optional step 308, the support technician application 122 sends a form to the support user application 152 prompting the user to provide additional information about the MFP. For example, while the automatically collected error information read from the database 128 may provide sufficient background information for the technician to diagnose a critical error, the user may provide additional background information as a remark. Such additional information may allow the support technician to diagnose and resolve the critical error more quickly. Furthermore, the user may provide contact information that the technician can use to contact them, such as an email address or phone number. In another optional step, step 310, the support technician application 122 receives additional information from the support user application 152. For example, the user may manually enter the information via the UI 154.

[0030] In step 312, the support technician application 122 displays the error information read from the database 128 via the UI 124. For example, a customer support technician may view the UI 124 on the screen of their computer (such as a laptop computer). Furthermore, if the support technician application 122 receives additional information, it displays that additional information via the UI 124. After step 312, method 300 ends, and the support technician reviews the error information (and optionally provided additional information) via the UI 124. This display allows the customer support technician to determine how to resolve the critical error. The technician can then contact the user, for example, by phone or email, and explain the steps to resolve the error.

[0031] Figure 4 is a flowchart of Method 400, which can be performed by the computer system 110 to create and train an ANN126 for generating inferences about the probability that a computer peripheral will encounter a critical error in the future, according to several embodiments. The steps of Method 400 are described as being performed by a support technician application 122. However, some of these steps may be performed by other applications of the computer system 110. Furthermore, the steps of Method 400 are described using the case where it is performed with respect to an MFP as an example, but these steps are applicable to other computer peripherals as well. In step 402, the support technician application 122 creates an ANN126 and initializes it with weight and bias values ​​sampled from a distribution, such as a normal distribution with a given mean and variance. The weights are numerical values ​​associated with the connections between neurons in the ANN126, and the bias is a numerical value added to the output of the neurons.

[0032] In step 404, the support technician application 122 generates a training dataset from a subset of usage and error information related to an MFP, such as MFP140. Here, the usage and error information is collected from the MFP. The training dataset includes training inputs. Training inputs include, for example, status information about the MFP, such as the MFP model, the MFP mode (e.g., power on, sleep mode), ink and toner levels, availability of print types (e.g., color printing, duplex printing), and network connectivity. The training inputs may also include event information related to the MFP performing operations such as printing, scanning, copying, and faxing. In the case of supervised learning, the training dataset also includes expected outputs corresponding to the training inputs. For example, for a set of training inputs included in an entry in the dataset, the expected output may be either an error code associated with that training input in that entry, or information (display) of normal MFP operation associated with that training input in that entry. Such training inputs and expected outputs may be converted to numerical values ​​before being used to train ANN126.

[0033] In step 406, the support technician application 122 trains ANN126 using the training dataset and adjusts ANN126's weights and biases based on the outputs it generates. In each iteration of training, after input values ​​are input to ANN126, ANN126 performs operations within and between its layers based on its weights and biases. For example, it performs multiplication of values ​​by weights between layers, addition of values ​​to biases, and execution of activation functions in each layer. Next, an error is calculated using a loss function based on the output values ​​from ANN126. For example, in supervised learning, the output values ​​from ANN126 are compared to the corresponding expected output values ​​of the dataset to calculate the error. This error is then used to update the weights and biases so that future errors in ANN126 generating output values ​​are reduced.

[0034] In step 408, the support technician application 122 runs ANN 126 based on usage and error information about the MFP, such as that received from MFP 140. Based on this run, ANN 126 generates inferences about the probability that these MFPs will encounter critical errors in the future while in operation. For example, ANN 126 may generate an inference that a particular MFP is unlikely to encounter a critical error within, for example, one month. Alternatively, ANN 126 may generate an inference that another MFP is likely to encounter a specific critical error or a set of critical errors within, for example, one month. After step 408, method 400 terminates.

[0035] Figure 5 is a flowchart of Method 500, which can be performed by the computer system 110 to provide a user with warnings and recommendations to prevent future critical errors regarding the operation of computer peripherals, according to several embodiments. The steps of Method 500 are described as being performed by a support technician application 122. However, some of these steps may be performed by other applications of the computer system 110. Furthermore, the steps of Method 500 are described using the example of being performed with respect to an MFP, but these steps are also applicable to other computer peripherals.

[0036] In step 502, the support technician application 122 selects an inference from ANN126 regarding the probability that one of the MFPs 140 will encounter a critical error. In step 504, the support technician application 122 determines whether the probability is greater than a threshold (such as a predetermined percentage). In step 506, if the probability is less than or equal to the threshold, method 500 terminates. On the other hand, if the probability is greater than the threshold in step 506, method 500 proceeds to step 508.

[0037] In step 508, the support technician application 122 identifies one or more recommendations related to preventing errors in the operation of the MFP. For example, the support technician application 122 may identify a recommendation that print jobs should be distributed across multiple trays rather than continuously using only the same tray of the MFP. This may extend the lifespan of the trays. For example, the support technician application 122 may maintain a list of such recommendations and select recommendations related to critical errors that ANN126 has identified as likely to occur in the MFP.

[0038] In step 510, the support technician application 122 sends a warning to the support user application 152 about the risk of encountering a critical error. The support technician application 122 also sends the identified recommendations to the support user application 152. The support user application 152 displays the warning and recommendations via the UI 154. After step 510, method 500 ends. Method 500 may be performed at any time in parallel with the support technician application 122 collecting usage and error information about the MFP and ANN 126 generating inferences about the probability of the MFP encountering a critical error.

[0039] Furthermore, the computer system 110 may have functions such as an acquisition unit, a storage unit, a code generation unit, a code display unit, a reading unit, an error information display unit, a creation unit, a dataset generation unit, an adjustment unit, an inference generation unit, and a transmission unit, and these functions may be configured to perform the various steps described above. These functions are realized, for example, by the execution of the support technician application 122 and the cooperation of various hardware components of the computer system 110.

[0040] The collection unit monitors multiple network connections between the computer system 110 and multiple MFPs 140, and collects usage information and error information for the multiple MFPs 140. The storage unit, for example, detects from the error information for the multiple MFPs 140 that a critical error has occurred in one of the multiple MFPs 140 (MFP 140), and stores error information describing the occurrence of the critical error in an entry in the database 128. The code generation unit, for example, generates a first support code and stores the first support code in an entry in the database 128, associating it with the error information regarding the critical error. The code display unit, for example, transmits the first support code to the MFP 140 for display. The reading unit, for example, reads the error information regarding the critical error from the entry in the database 128, in response to receiving the first support code from the user device 150. The error information display unit, for example, displays the error information regarding the critical error read from the entry in the database 128 on the customer support technician's user interface (UI 124).

[0041] The creation unit creates, for example, an artificial neural network (ANN126) and initializes ANN126 with its weights and biases. The dataset generation unit generates a training dataset, for example, based on a subset of usage and error information for multiple MFP140s, where each entry contains a training input that includes an identifier for the MFP model and an event that performs one of the following operations: print, scan, copy, or fax. The dataset generation unit also generates the training dataset such that each entry in the training dataset includes an expected output that includes either (1) an error code associated with the entry's training input, or (2) information about normal MFP operation associated with the entry's training input. The adjustment unit trains ANN126 using the training dataset and adjusts the weights and biases of ANN126 based on the output generated by ANN126 by performing operations within and between layers of ANN126 based on its weights and biases. Furthermore, the adjustment unit trains ANN126 using supervised learning, for example, based on a comparison of the output generated by ANN126 with the expected output of the training dataset. The inference generation unit runs ANN126 based on usage information and error information for multiple MFP140s, for example, and generates inferences about the probability that multiple MFP140s will encounter errors in the future while operating. The transmission unit, for example, if the inference generation unit runs ANN126 and generates an inference that the probability of an MFP140 encountering a critical error is greater than a threshold, transmits a warning about the encounter with the critical error to the user device 150.

[0042] The embodiments include the following: [Note 1] A computer system for remotely managing technical support for multiple computer peripherals, A collection unit that monitors multiple network connections between the computer system and multiple computer peripherals and collects usage information and error information related to the multiple computer peripherals, A storage unit that, in response to detecting from the error information relating to the plurality of computer peripherals that a critical error has occurred in one of the plurality of computer peripherals, stores error information describing the occurrence of the critical error in a database entry, A code generation unit that generates a first support code and stores the first support code in the entry of the database, associating it with the error information relating to the critical error, A code display unit that transmits the first support code to the computer peripheral device and displays it, A reading unit reads the error information relating to the critical error from the entry in the database in response to receiving the first support code from the user device, An error information display unit that displays the error information regarding the critical error read from the entry in the database on the user interface (UI) of a customer support technician, A computer system equipped with the following features. [Note 2] The aforementioned plurality of computer peripherals are a plurality of MFPs, and the aforementioned computer peripheral is one of the MFPs, A creation unit that creates an artificial neural network (ANN) and initializes the ANN with the weight and bias values ​​of the ANN, Based on a subset of the usage information and error information relating to the plurality of MFPs, each entry generates a training dataset which includes an identifier for the MFP model and a training input which includes an event that performs one of the following: print operation, scan operation, copy operation, and fax operation. An adjustment unit that trains the ANN using the training dataset and adjusts the weights and biases of the ANN based on the output generated by the ANN by performing operations within and between layers of the ANN based on the weights and biases of the ANN, An inference generation unit that executes the ANN based on the usage information and error information relating to the plurality of MFPs and generates an inference regarding the probability that the plurality of MFPs will encounter an error in the future while in operation, The computer system described in Appendix 1 further comprises the following: [Note 3] The dataset generation unit generates the training dataset such that each entry in the training dataset includes an expected output that includes either (1) an error code related to the training input of the entry, or (2) information on normal MFP operation related to the training input of the entry. The adjustment unit trains the ANN using supervised learning based on a comparison of the output generated by the ANN with the expected output of the training dataset. The computer system described in Appendix 2. [Note 4] When the inference generation unit executes the ANN and generates an inference that the probability of the MFP encountering a critical error is greater than a threshold, the transmission unit sends a warning regarding the encounter with the critical error to the user device. A computer system further comprising the features described in Appendix 3. [Note 5] The MFP further comprises a specification unit that identifies one or more recommendations related to preventing the critical error in the operation of the MFP, The transmitting unit transmits one or more recommendations to the user device. The computer system described in Appendix 4. [Note 6] The code generation unit generates the first support code using a random number generator, Before transmitting the first support code to the computer peripheral device, a verification unit confirms that the first support code is different from all other support codes stored in the database. The computer system described in Appendix 1 further comprises the following: [Note 7] Upon receiving the first support code from the user device, the transmitting unit sends a form to the user device prompting the user of the computer peripheral device to provide additional information regarding the computer peripheral device. When the additional information is received from the user device, the additional information display unit displays the additional information on the customer support technician's UI. The computer system described in Appendix 1 further comprises the following: [Note 8] The code generation unit generates a second support code in response to a predetermined time having elapsed since the generation of the first support code, and stores the second support code in the entry of the database in association with the error information relating to the first error. The code display unit transmits the second support code to the computer peripheral device for display. The computer system described in Appendix 1. [Note 9] The code generation unit, upon receiving a request from the user device to generate a second support code, generates the second support code, associates the second support code with the error information relating to the first error, and stores it in the entry in the database. The code display unit transmits the second support code to the computer peripheral device for display. The computer system described in Appendix 1. [Note 10] The code generation unit generates a second support code in response to receiving the first support code from the user device. The code display unit transmits the second support code to the computer peripheral device for display. The computer system described in Appendix 1.

[0043] The above-mentioned identification unit, confirmation unit, and additional information display unit are functions that execute the various steps described above, and are realized through the execution of the support engineer application 122 and the cooperation of various hardware components of the computer system 110.

[0044] While specific embodiments have been described, these embodiments are merely illustrative and are not intended to limit the scope of the invention. These novel embodiments described herein may be implemented in various other forms. Furthermore, various omissions, substitutions, and modifications may be made to the forms of embodiments described herein without departing from the spirit of the invention. The appended claims and their equivalents are intended to encompass such forms and modifications as being within the spirit and scope of the invention.

Claims

1. A computer system for remotely managing technical support for multiple computer peripherals, A collection unit that monitors multiple network connections between the computer system and multiple computer peripherals and collects usage information and error information related to the multiple computer peripherals, A storage unit that, in response to detecting from the error information relating to the plurality of computer peripherals that a critical error has occurred in one of the plurality of computer peripherals, stores error information describing the occurrence of the critical error in a database entry, A code generation unit that generates support code and stores the support code in the entry of the database, associating the error information relating to the critical error, A code display unit that transmits the support code to the computer peripheral device and displays it, A reading unit reads the error information relating to the critical error from the entry in the database in response to receiving the support code from the user device, An error information display unit that displays the error information regarding the critical error read from the entry in the database on the user interface (UI) of a customer support technician, A computer system equipped with the following features.

2. The aforementioned plurality of computer peripherals are a plurality of MFPs, and the aforementioned computer peripheral is an MFP among the plurality of MFPs, A creation unit that creates an artificial neural network (ANN) and initializes the ANN with the weight and bias values ​​of the ANN, Based on a subset of the usage information and error information relating to the plurality of MFPs, each entry generates a training dataset which includes an identifier for the MFP model and a training input which includes an event that performs one of the following: print operation, scan operation, copy operation, and fax operation. An adjustment unit that trains the ANN using the training dataset and adjusts the weights and biases of the ANN based on the output generated by the ANN by performing operations within and between layers of the ANN based on the weights and biases of the ANN, An inference generation unit that executes the ANN based on the usage information and error information relating to the plurality of MFPs and generates an inference regarding the probability that the plurality of MFPs will encounter an error in the future while operating, The computer system according to claim 1, further comprising:

3. The dataset generation unit generates the training dataset such that each entry in the training dataset includes an expected output that includes either (1) an error code related to the training input of the entry, or (2) information on normal MFP operation related to the training input of the entry. The adjustment unit trains the ANN using supervised learning based on a comparison of the output generated by the ANN with the expected output of the training dataset. The computer system according to claim 2.

4. When the inference generation unit executes the ANN and generates an inference that the probability of the MFP encountering a critical error is greater than a threshold, the transmission unit transmits a warning regarding the encounter with the critical error to the user device. The computer system according to claim 3, further comprising:

5. A technical support management method for a computer system to remotely manage technical support for multiple computer peripherals, The computer system monitors multiple network connections between the multiple computer peripherals, and collects usage information and error information regarding the multiple computer peripherals. Based on the error information relating to the aforementioned multiple computer peripherals, if it is detected that a critical error has occurred in one of the aforementioned computer peripherals, error information describing the occurrence of the critical error is stored in a database entry. A support code is generated, and the support code is associated with the error information relating to the critical error and stored in the entry in the database. The aforementioned support code is transmitted to the computer peripheral device and displayed. Upon receiving the support code from the user device, the error information relating to the critical error is read from the entry in the database. The user interface (UI) of a customer support technician displays the error information regarding the critical error read from the entry in the database. Technical support management methods.

6. A technical support management program for a computer system to remotely manage technical support for multiple computer peripherals, computer systems A collection unit that monitors multiple network connections between the computer system and multiple computer peripherals and collects usage information and error information related to the multiple computer peripherals, A storage unit that, in response to detecting from the error information relating to the plurality of computer peripherals that a critical error has occurred in one of the plurality of computer peripherals, stores error information describing the occurrence of the critical error in a database entry, A code generation unit that generates support code and stores the support code in the entry of the database, associating the error information relating to the critical error, A code display unit that transmits the support code to the computer peripheral device and displays it, A reading unit reads the error information relating to the critical error from the entry in the database in response to receiving the support code from the user device, An error information display unit displays the error information regarding the critical error read from the entry in the database on the user interface (UI) of the customer support technician. A technical support management program designed to function as such.

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