Service support system and service support method

Abstract

To provide a service support system and a service support method, which reduce the load of incidental work when providing service for a problem that has occurred.SOLUTION: A service support system includes an estimation processing unit and an output control unit. The estimation processing unit uses information related to an object device from a user, which is information about the object device or an article used in combination with the object device, to predict a defect of the object device or a coping method for the defect. The output control unit outputs prediction results.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] An embodiment of the present invention relates to a service support system and a service support method. [Background technology]

[0002] When a malfunction occurs in a device such as a home appliance, a service responder is notified of the report information from the user, which basically means that "the device does not function (as expected)." When a service responder restores the function of the device by on-site service, it is difficult for the service responder to obtain more detailed information on the state of the device and information on the cause of the malfunction before visiting the location (called the site) where the device requiring on-site service is located. For this reason, the service personnel predicts several causes of the malfunction based on the report information from the user and prepares for on-site service. In order to complete the service response in one visit, if there are multiple causes of the malfunction predicted based on the report information, various replacement parts are also arranged so that any of the causes can be dealt with. In this way, it took time to arrange various replacement parts and to return unused parts among the various parts arranged in advance. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2002-92206 A Summary of the Invention [Problem to be solved by the invention]

[0004] An object of the present invention is to provide a service support system and a service support method that reduce the burden of incidental work when providing service for a malfunction that has occurred. [Means for solving the problem]

[0005] The service support system according to the embodiment includes: Provide the user with information on how to deal with a problem that has occurred in the target device. The service support system includes an estimation processing unit and an output control unit. historical information regarding malfunctions of the target device associated with the user's identification information; Information regarding products to be used in combination with the target device and based on purchase history information of the item acquired from a mail-order system and information on a defect in the target device, A countermeasure for the defect is predicted. An output control unit outputs a result of the prediction. [Brief description of the drawings]

[0006] [Figure 1] FIG. 1 is a diagram showing an overall configuration of a service support system according to an embodiment. [Diagram 2] FIG. 2 is a schematic configuration diagram of a server device according to the embodiment. [Figure 3A] FIG. 4 is a diagram for explaining an example of a processing slip DB according to the embodiment. [Figure 3B] FIG. 13 is a diagram for explaining an example in which a processing slip DB according to the embodiment is displayed as a list. [Figure 3C] FIG. 4 is a diagram for explaining a purchase history information DB according to the embodiment. [Figure 3D] FIG. 4 is a diagram for explaining a defect cause DB according to the embodiment. [Figure 3E] FIG. 4 is a diagram for explaining a user attribute information DB according to the embodiment. [Figure 3F] FIG. 4 is a diagram for explaining an operation history DB according to the embodiment. [Figure 4] FIG. 2 is a diagram for explaining an outline of a process related to service support according to the embodiment. [Diagram 5] 4 is a flowchart of a process related to service support by the service support device of the embodiment. [Figure 6] FIG. 11 is a diagram for explaining the relationship between consumables and used parts according to the second embodiment. [Figure 7] FIG. 11 is a schematic configuration diagram of a service support device according to a second embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0007] Hereinafter, the service support system and the service support method according to the embodiment will be described with reference to the drawings. In the following description, the same reference numerals are given to components having the same or similar functions. Then, duplicated descriptions of those components may be omitted. "Based on XX" means "based on at least XX" and may include a case where it is based on another element in addition to XX. "Based on XX" is not limited to the case where XX is directly used, but may also include a case where it is based on XX that has been calculated or processed. "XX or YY" is not limited to either one of XX and YY, but may include both XX and YY. This also applies to the case where there are three or more selective elements. "XX" and "YY" are any elements (for example, any information).

[0008] The "home appliance" in the embodiment is an example of an electric device, and includes, for example, an air conditioner, a washing machine, a dryer, a rice cooker, or an oven range. A situation in which the functionality of a home appliance is incomplete, or an undesirable event in the home appliance, is called a "malfunction." The service (after-sales service) for restoring the functionality of a home appliance that has a malfunction, at the request of the user of the home appliance, is simply called "service support." A person in charge of service support for home appliances is called a service supporter. A service supporter is, for example, a member of an after-sales service provider. A service supporter is sometimes called a "serviceman."

[0009] Below, we will explain the example of an "on-site repair service" in which a repair technician visits a location specified by the user to repair a home appliance that is located at that location.

[0010] (First embodiment) FIG. 1 is a diagram showing an overall configuration of a service support system according to an embodiment. The service support system 1 provides information for supporting service of a home appliance to a person who provides service of the home appliance.

[0011] The service support system 1 can handle information about home appliances installed in a plurality of residences, such as a first residence 10 and a second residence 20. There is no limit to the number and size of the residences, or the number of home appliances.

[0012] A first user U11 residing in a first residence 10 owns one or more home appliances. The first user U11 has authority to use the service support system 1 to receive service support for one or more home appliances. The authority for the first user U11 to use the service support system 1 may be linked to the account (authentication information) of the first user U11. The first user U11 may be simply referred to as "user U."

[0013] In the first residence 10, home appliances such as air conditioners (AC) 11 and 12, a washing machine (WM) 13, and a microwave oven (MWO) 14 are arranged. The air conditioners 11 and 12, the washing machine 13, and the microwave oven 14 are examples of home appliances that are the subject of an on-site repair service, and are not limited to those shown in the figure, and may be added or removed as appropriate. Each of the above home appliances generates data to be registered in the service support device 3 arranged outside the first residence 10. Each of the above home appliances has a communication function, and directly or indirectly transmits the generated data to the network NW to be registered in the service support device 3.

[0014] A first user U11 uses a terminal device 15. The terminal device 15 may be, for example, a smartphone, a tablet terminal, or a personal computer. There is no limitation on the type of the terminal device 15. The terminal device 15 communicates with the service support device 3 via a network NW.

[0015] A second user U21 residing in a second residence 20 owns one or more home appliances. The second user U21 has authority to use the service support system 1 to receive service support for the one or more home appliances. The authority for the second user U21 to use the service support system 1 may be linked to the account (authentication information) of the second user U21. When there is no need to distinguish between the second user U21 and the first user U11, they may be collectively referred to as "user U."

[0016] In the second residence 20, home appliances such as air conditioners (AC) 21 and 22, a washing machine (WM) 23, and a microwave oven (MWO) 24 are arranged. The air conditioners 21 and 22, the washing machine 23, and the microwave oven 24 are examples of home appliances that are the subject of an on-site repair service, and are not limited to those shown in the figure, and may be added or removed as appropriate. Each of the above home appliances generates data to be registered in the service support device 3 arranged outside the second residence 20. Each of the above home appliances has a communication function, and directly or indirectly transmits the generated data to the network NW to be registered in the service support device 3.

[0017] A second user U21 uses a terminal device 25. The terminal device 25 may be, for example, a smartphone, a tablet terminal, or a personal computer. There is no limitation on the type of the terminal device 25. The terminal device 25 communicates with the service support device 3 via a network NW.

[0018] In response to a request from the first user U11, the first service responder S31 visits the home of the first user U11 whose home appliance has a malfunction, and performs service for the malfunctioning home appliance. The first service responder S31 uses a terminal device 31. The terminal device 31 may be, for example, a smartphone, a tablet terminal, or a personal computer. There is no restriction on the type of the terminal device 31. The terminal device 31 communicates with the service support device 3 via the network NW.

[0019] In response to a request from the second user U21, the second service responder S32 visits the home of the second user U21 whose home appliance has a malfunction, and performs service for the malfunctioning home appliance. The second service responder S32 uses a terminal device 32. The terminal device 32 may be, for example, a smartphone, a tablet terminal, or a personal computer. There is no restriction on the type of the terminal device 32. The terminal device 32 communicates with the service support device 3 via the network NW.

[0020] 1, the first service responder S31 has prepared service parts SP for service support with the support of the service support system 1, and is heading to the home of the first user U11 with the service parts SP. The second service responder S32 is in the process of preparing service parts and the like for the service response that will soon be dispatched.

[0021] A user U may purchase consumables and the like using a mail order site (mail order system). For example, the mail order site is operated by a mail order management device 4. The mail order management device 4 manages mail order transactions by treating, for example, items to be used in combination with home appliances as the product. The mail order management device 4 may be a so-called computer that forms a mail order system. The mail order management device 4 may be configured to provide a commerce flow similar to that of a known mail order site.

[0022] The online shopping management device 4 of the embodiment extracts at least items to be used in combination with home appliances from among the items purchased by the user U, and provides the service support device 3 with purchase history information relating to these items. For example, a first user U11 regularly purchases laundry detergent 13A (brand A) and fabric softener 13B (brand X) through mail order. A second user U21 regularly purchases laundry detergent 23A (brand B) and fabric softener 23B (brand X) through mail order. Brand A detergent 13A is, for example, a powder detergent, and brand B detergent 23A is, for example, a liquid detergent. These will be described in more detail below.

[0023] The service support device 3 included in the service support system 1 will be described with reference to Fig. 2. Fig. 2 is a schematic configuration diagram of the service support device 3 according to the embodiment. The service support device 3 includes, for example, a control unit 310 and a storage unit 320. The control unit 310 includes, for example, a user attribute information acquisition unit 311, a declaration information acquisition unit 312, a purchase history information acquisition unit 313, a feature extraction unit 314, an estimation processing unit 315, a reference data generation unit 316, an output control unit 317, and an operation history information acquisition unit 318. The user attribute information acquisition unit 311, the declaration information acquisition unit 312, the purchase history information acquisition unit 313, the feature extraction unit 314, the estimation processing unit 315, the reference data generation unit 316, the output control unit 317, and the operation history information acquisition unit 318 are collectively referred to as functional units of the control unit 310.

[0024] The functional units of the control unit 310 are realized by a hardware processor such as a CPU included in the service support device 3 executing a program (software). However, all or part of these functional units may be realized by hardware (including circuitry) such as ASIC, PLD, or FPGA, or may be realized by a combination of software and hardware. Each unit of the control unit 310 will be described later.

[0025] The storage unit 320 of the service support device 3 is realized by, for example, a RAM, a ROM, a HDD, a flash memory, or a combination of two or more of these. The storage unit 320 stores a processing slip DB321, a purchase history information DB322, a malfunction cause DB323, a user attribute information DB324, and an operation history DB325. The malfunction cause DB323 stores data on guides related to services of the managed home appliances. The guides related to services associate malfunction events with service items related to the malfunction events. The guide data does not depend on a specific user U, and may be based on information on services set by a manufacturer or a service company. The manufacturer or the service company is an example of a provider of after-sales service (service provider) related to the target device.

[0026] FIG. 3A is a diagram illustrating an example of the transaction slip DB 321 according to the embodiment. The transaction slip DB 321 stores each transaction slip data generated for each request (request) from the user U. The transaction slip data shown in FIG.

[0027] The processing slip data 321R includes information such as incident identification data 321A for identifying the incident, user U's report information 321B, scheduled information 321C for service response, and information 321D at the time of service response.

[0028] Incident identification data 321A includes data such as the "invoice number" and "receipt date" of the incident, the "classification" of the home appliance that is the subject of the incident, model information ("model") indicating the model of the home appliance, and the "serial number." These data allow the target appliance to be identified by its "model" and "serial number." For example, a "washing machine" is an example of a "classification." In addition to "washing machine," "classification" may also include "air conditioner," "microwave oven," "rice cooker," and so on.

[0029] Report information 321B further includes user identification information and data on the status of the malfunction. User identification information may include "user name," "user address," "user phone number," "user ID," and the like. "User ID" may be an e-mail address or information unique to the user. Report status data includes data on the "status" of the target device and its "related information," and the like. For example, "related information" may include information on items (purchases) used in combination with the home appliance.

[0030] The data for the above items are acquired when a service request is received from user U. Each transaction slip data is further associated with the following items: The service response schedule information 321C includes columns for "scheduled visit date and time" and the desired "service representative." When the "scheduled visit date and time" for the service response and the desired "service representative" are determined, they are added here. The service response information 321D includes columns such as "Processing Details," "Completion Date," and "Confirmation." The "Processing Details" and "Completion Date" data are added by the service responder when the service responds to the details of the work. The "Confirmation" data includes the user U's signature confirming that the work has been performed.

[0031] FIG. 3B is a diagram for explaining an example in which the processing slip DB 321 of the embodiment is displayed in a list. In the processing slip DB 321 displayed in a list, data similar to that in the processing slip DB 321 shown in FIG. 3A is stored in association with one record (processing slip data 321R). The configuration of this list display is arranged so that records with different contents can be compared, and may be changed as appropriate without being limited to this configuration. For example, information on different types of home appliances classified as "washing machine", "microwave oven", and "rice cooker" is displayed in a list. Information on home appliances classified into different types is assigned to records having common items.

[0032] FIG. 3C is a diagram illustrating the purchase history information DB 322 according to the embodiment. The purchase history information DB322 includes information such as "category," "user," "purchased item," "purchase date," and "quantity." "Category" and "user" are the same as those in the processing slip DB321. "Purchased item," "purchase date," and "quantity" include data indicating the name, "purchase date," and "quantity" related to an item used in combination with a home appliance.

[0033] For example, if a washing machine is identified from the "classification" data, the items used in combination with the washing machine include detergent and fabric softener. For an oven range and a rice cooker, the items include food ingredients and water used for cooking.

[0034] FIG. 3D is a diagram for explaining the defect cause DB 323 according to the embodiment. Malfunction cause DB323 includes information such as "classification," "model," "status," "item to be used in combination," and "malfunction cause." "Classification," "model," "status," and "item to be used in combination" are related to "classification," "model," "status," and "related information" in processing slip DB321. "Malfunction cause" indicates the cause that leads to a malfunction of a home appliance. Malfunctions with a washing machine may include "the drum (tub) does not spin," "water cannot be poured," "detergent cannot be added," and so on.

[0035] FIG. 3E is a diagram for explaining the user attribute information DB 324 according to the embodiment. The user attribute information DB324 includes items such as information on the attributes of user U (referred to as "user"), information on the type of home appliance of the target device used by user U (referred to as "model"), information on the "operation history" of the target device, and information on "items used in combination with" the target device.

[0036] FIG. 3F is a diagram for explaining the operation history DB 325 according to the embodiment. For example, in the case of a washing machine, the user U can operate the operation panel or terminal device 15 provided on the washing machine to change the "washing operation course" related to washing and drying, and perform operations such as starting, pausing, and stopping the operation. Examples of washing operation courses include a standard course, a speedy course, a delicates course (careful washing course), an indoor drying course, and a stubbornly soiled course. For example, the amount of water poured into the water receiving tub during washing, the water flow during rinsing, the washing process, and the like differ for each washing operation course.

[0037] In the operation history DB 325, information such as the model, the operation course, the detergent and fabric softener used in combination at that time, the operation date and time, etc. are recorded as operation history information of the washing machine. Note that the examples shown here are related to washing machines, but other types of home appliances may also be included.

[0038] Fig. 4 is a diagram for explaining an outline of the process related to the service support of the embodiment, and Fig. 5 is a flowchart of the process related to the service support of the service support device 3 of the embodiment.

[0039] First, in an initial stage, the control unit 310 adds information on defects extracted from the history information of past defects and their corresponding causes to the defect cause DB 323 (step S0). Note that if the defect cause DB 323 having sufficient information is already provided in the storage unit 320, the process of step S0 can be omitted.

[0040] Each functional unit of the control unit 310 executes, for example, the following processes. The user attribute information acquisition unit 311 acquires attribute information of the user U designated by the user U from the terminal device 15, and adds this to the user attribute information DB 324 (step S1).

[0041] Although it depends on the model of the home appliance, a home appliance having a function of notifying an external device of its operating state notifies the service support device 3 of operation history information relating to its operating state in response to a request. The operation history information acquisition unit 318 acquires the operation history information of each model (step S11) and adds this information to the operation history DB 325. The above step S11 may be omitted if the data in the operation history DB 325 is not used.

[0042] The purchase history information acquisition unit 313 acquires purchase history information of "purchased items" related to items to be used in combination with the home appliance from the online shopping management device 4 (step S12), and adds this to the purchase history information DB 322. The information on items to be used in combination with the home appliance may include purchase history information of consumables. The purchase history information acquisition unit 313 may acquire purchase history information of the above items from the online shopping management device 4 serviced by the manufacturer or an external vendor, and add this to the purchase history information DB 322 in the storage unit 320. The above step S12 may be omitted if the user U specifies so.

[0043] The reporting information acquisition unit 312 accepts a service request from the user U and acquires the reporting information of the user U corresponding to the service request (step S2). For example, the reporting information acquisition unit 312 acquires the reporting information necessary for the service, including the attribute information of the user U and information on the model of the target device used by the user U. Furthermore, the reporting information acquisition unit 312 adds the processing slip data 321R, which becomes a new record, to the processing slip DB 321 in the storage unit 320.

[0044] The purchase history information acquiring unit 313 acquires information on an item to be used in combination with the home appliance from the purchase history information DB 322 (step S3). For example, the item to be used in combination with the home appliance may be a consumable item.

[0045] The feature extraction unit 314 estimates the usage of the device and the consumables (step S4). For example, the feature extraction unit 314 obtains information on the purchase history of the consumables of the user U by referring to the purchase history information DB 322 using the identification information of the user U as a key, and estimates the usage of the device and the consumables from the information on the purchase history of the consumables. In this case, the feature extraction unit 314 may extract the features of the user U by using at least one of the information related to the user attribute information DB 324, and estimate the usage of the device and the consumables by using this result. The usage here may include information such as the frequency of use, the number of uses per unit period, and the operating course.

[0046] The estimation processing unit 315 estimates the malfunction of the target device or a countermeasure against the malfunction, and causes the output control unit 317 to output the result (step S5). For example, the estimation processing unit 315 predicts the malfunction of the target device or a countermeasure against the malfunction, using information on the target device or an item used in combination with the target device from the user U. The output control unit 317 causes the terminal device 31 to output the result of the prediction.

[0047] The reference data generating unit 316 identifies whether or not the range of the population corresponding to the defect cause DB 323 needs to be adjusted (step S6). If the range of the population needs to be adjusted, the reference data generating unit 316 adjusts the range of the population determined based on the defect cause DB 323. If the range of the population does not need to be adjusted, the result of the prediction derived earlier may be used as the result of this analysis process. This completes the series of processes.

[0048] Through the above process, it is possible to estimate the cause of or a remedy for the malfunction occurring in the user U's home appliance based on the reported information received as a service request, and to provide the results of this estimation to the service staff.

[0049] A more specific application example will now be described.

[0050] Scenario 1: Here is an example of a problem with a washing machine: "The washing machine drum won't spin." From the problem description "The drum of the washing machine does not spin," various causes are conceivable, such as deformation of the device, sensor abnormality, motor abnormality, computer (control unit) abnormality, etc. Deformation of the device, sensor abnormality, motor abnormality, and computer (control unit) abnormality are examples of problems with the subject device.

[0051] Such information on causal relationships is stored in the defect cause DB 323 of the storage unit 320 as data based on the service company's data or the knowledge of service personnel.

[0052] For example, the inference processing unit 315 obtains information on the first user U11's purchase history of consumables from the purchase history information DB 322 using the identification information (user ID) of the first user U11 as a key. From information such as the brand name in the purchase history, the inference processing unit 315 extracts that "powder detergent has been purchased repeatedly." From this extraction result, the inference processing unit 315 obtains information on the usage method that there is a possibility that "the detergent used by the first user U11 is powder detergent. The first user U11 has been using powder detergent for a relatively long period of time." The above "powder detergent" is an example of information on an item to be used in combination with the target device.

[0053] As described above, the malfunction cause DB 323 stores information about the malfunction of the washing machine, such as "the drum does not rotate." The estimation processing unit 315 refers to the malfunction cause DB 323 and extracts a malfunction example of "the drum does not rotate" that uses "powder detergent." In this way, the estimation processing unit 315 identifies that the cause of the malfunction is "deformation." The estimation processing unit 315 extracts cases that match the malfunction cases stored in the malfunction cause DB 323. Based on this, the service support device 3 outputs the extraction result to the terminal device 31 of the service representative SM31, thereby reducing the burden of incidental work when providing service for the malfunction that has occurred.

[0054] From the above extraction results, it is also identified that the cause of this malfunction is unlikely to be a sensor abnormality, a motor abnormality, or an abnormality in the computer (control unit). Similarly, the service support device 3 may cause the terminal device 31 of the service representative SM31 to output information on the unlikely causes.

[0055] As mentioned above, various events can be the cause of an abnormality, but in the case of user U who uses powder detergent, it can be determined that there is a high possibility that the detergent has stuck to the outside of the drum and deformed, for example, due to the detergent sticking. If the powder detergent is dissolved before being used in the washing machine, the above-mentioned sticking is unlikely to occur. This makes it possible to deal with problems that occur when powder detergent is used without being dissolved.

[0056] Scenario 2: Here is an example of a problem with an oven range that causes a "burning smell." For example, the heating function of the oven range 14 is in an operational state, but when the heating function is enabled, a "burning smell" may be generated. This state is not an abnormality of the oven range 14, but it is not suitable for use in a desirable situation.

[0057] When the estimation processing unit 315 of the service support device 3 receives such report information from the user U, it refers to the malfunction cause DB 323 and extracts cases that match the report information. For example, it is assumed that the status of the report information indicates that a "burnt smell" occurred while cooking or after cooking the food ingredient "meat."

[0058] The inference processing unit 315 extracts cases in which the ingredient "meat" matches the condition "burnt smell" from the malfunction cause DB 323. From this, the inference processing unit 315 identifies that the cause of the malfunction is the "oil film." In this way, based on information matching the malfunction cases stored in the malfunction cause DB323, the service support device 3 outputs the extraction results to the terminal device 31 of the service representative SM31, thereby reducing the burden of incidental work when providing service for the malfunction that has occurred.

[0059] Scenario 3: Let us take an example of a washing machine malfunction similar to Scenario 1 above, where the drum does not spin. The inference processing unit 315 refers to the malfunction cause DB 323 and extracts a malfunction example of "the drum does not rotate" when "powder detergent" is used. From this, the inference processing unit 315 identifies that the cause of the malfunction may be "deformation." Furthermore, it is assumed that it has been identified from the purchase history information DB322 that "powder detergent" has been used continuously for a relatively long period of time. The service support device 3 outputs the extraction results to the terminal device 31 of the service representative SM31, indicating that a case matching the defect case stored in the defect cause DB323 has been extracted, and that supporting information has been obtained from the purchase history information DB322.

[0060] In this way, when responding to or preparing for service, if information related to how the target user U uses the washing machine and information regarding the combination of consumables, etc. are known in advance, it becomes easier to deduce the nature of the abnormality and to arrange for the parts needed for repairs.

[0061] According to this, if more parts than necessary are distributed as repair parts to prepare for service, excessive distribution may result in shortage of service parts. If parts distribution can be carried out efficiently, shortages can be suppressed and transportation costs for parts can be reduced.

[0062] It should be noted that information on the operation history of user U may be used instead of information on the purchase history of consumables by user U. User U can use application software (called an app) on terminal device 15 (smartphone) to select the operation mode (operation course) of the device and send commands to operate the device. Information on consumables specified by user U can be obtained from data on the operation history of user U using this app. The estimation processing unit 315 may extract from the operation history that "powder detergent has been purchased repeatedly."

[0063] According to the above embodiment, the service support system 1 includes an estimation processing unit 315 and an output control unit 317. The estimation processing unit 315 predicts a malfunction of the target device or a method of dealing with the malfunction, using information on the target device or an item used in combination with the target device from the user U. The output control unit 317 outputs the result of the prediction. This allows the service support system 1 to reduce the load of incidental work when responding to a service for an occurred malfunction. Note that the washing machine 13 in the above description is an example of a target device.

[0064] Furthermore, the service support system 1 may estimate the characteristics of the user U by using at least one of information on the attributes of the user U, information on the model of the target device used by the user U, information on the operation history of the target device, and information on items used in combination with the target device, as information on the user U, through the feature extraction unit 314. The service support system 1 can use the similarity of the characteristics of the user U to adjust the data used in various processes to be more appropriate.

[0065] For example, the estimation processing unit 315 can predict the content of the malfunction of a target device in which a malfunction has occurred by using information about the malfunction of the device held by a provider of after-sales service for the target device (such as a service company) by referring to malfunction cases stored in the malfunction cause DB 323. This allows the service staff to predict the current malfunction from the content of the malfunction based on the malfunction history information.

[0066] For example, the estimation processing unit 315 predicts the content of a malfunction of a target device to be repaired from information on an item to be used in combination with the target device. The output control unit 317 may output the result of the prediction of the malfunction content so as to provide the information to a service person in charge of repair.

[0067] (Modification of the first embodiment) A modification of the first embodiment will be described. The reference data generating unit 316 may generate reference data for a target device in which a malfunction has occurred, in which the details of the malfunction or a countermeasure method for the target device are associated with information on an item to be used in combination with the target device. The reference data is an example of data indicating the characteristics of the malfunction.

[0068] For example, the reference data generating unit 316 generates reference data for a repaired target device that associates service parts (used parts) used in the repair with information on items to be used in combination with the target device. The estimation processing unit 315 may use the reference data and information from the user U regarding the other target devices to predict service parts to be used in repairing the other target devices.

[0069] Second embodiment A second embodiment will now be described. The example of the first embodiment is based on the premise that it is already clear that there is a correlation between the items (consumables) used in combination with a specific malfunction situation and its cause. Instead, in this embodiment, a case that can be applied when the correlation is not clear is described.

[0070] Let's take a washing machine as an example. We will focus on the correlation between the consumables, detergent and fabric softener, and the parts (used parts) replaced during service. Detergent includes either detergent for removing dirt from fabrics such as clothes, or detergent for removing dirt from the tub, or both.

[0071] A service support device 3A provided in the service support system 1A will be described with reference to Fig. 6 and Fig. 7. The service support system 1 and the service support device 3 in Fig. 1 are replaced with the service support system 1A and the service support device 3A, respectively. Fig. 6 is a diagram for explaining the relationship between consumables and used parts in the second embodiment. Fig. 7 is a schematic configuration diagram of the service support device 3A in the second embodiment.

[0072] A service support device 3A shown in FIG. 7 includes a malfunction response history DB 326 in place of the malfunction cause 323 stored in the storage unit 320 of the service support device 3. The malfunction response history DB 326 is a database of malfunction causes stored in the storage unit 320 of the service support device 3. Each functional unit of the control unit 310 uses a correspondence table of a malfunction response history DB 326 instead of the malfunction cause DB 323 described above.

[0073] The correspondence table of the defect response history DB 326 shown in Fig. 6 shows the combination identification number and items indicating the types of detergent and fabric softener, which are consumables, on the left side, and items of parts used on the right side. The brands of detergent and fabric softener and the names of parts used shown in this figure have been anonymized, but the actual names may be used.

[0074] For example, a combination with an identification number of 1 indicates that two types of parts identified as "Part A" and "Part B" were used when providing service to user U, who uses both "Brand A" detergent and "Brand X" fabric softener. In addition, the combination with the identification number 2 indicates that a part identified as "part A" was used during service for user U, who uses detergent "brand A" and does not use fabric softener. In addition, the combination with the identification number 3 indicates that a part identified as “Part B” was used when providing service to user U, who uses both “Brand B” detergent and “Brand X” fabric softener.

[0075] In addition, the combination of identification number 4 indicates that two types of parts identified as "Part A" and "Part C" were used when providing service to user U, who uses both detergent "Brand A" and fabric softener "Brand Y." In addition, the combination of identification number 5 indicates that a part identified as "Part B" was used when providing service to user U, who uses both detergent "Brand C" and fabric softener "Brand Z." In addition, the combination of identification number 6 indicates that a part identified as "Part C" was used when providing service to user U, who uses both detergent "Brand B" and fabric softener "Brand Y." The above is one example showing the relationship between consumables and usage parts, but there may be a wide variety of combinations of detergents, fabric softeners, and usage parts within the above range.

[0076] Each combination shown in this correspondence table is generated based on history information at the time of service provision. History information at the time of service provision is an example of reference data. The estimation processing unit 315 of the service support system 1A refers to the malfunction response history DB 326 using the relationship between the combination of the item used in combination with the target device and the malfunction event, and predicts how to deal with the malfunction. This allows the service support system 1A to obtain information on replacement parts required when responding to the malfunction that has occurred. This makes it possible to reduce the load of incidental work. Note that the washing machine 13 in the above description is an example of the target device.

[0077] There are two possible cases for the history information at the time of service handling: The reference data generating unit 316 determines the history information at the time of service handling according to one of the following cases, and generates a correspondence table for the defect handling history DB 326. First case: As a first case, each combination shown in this correspondence table may be generated based on the history information of the service response when the used parts were replaced. In this case, it may be possible to include cases where the defect was not resolved by replacing the used parts, but these are expected to be a minority among all samples showing the above combinations. This may be considered to have little effect on the analysis of the above correlation trends.

[0078] Second case: As a second case, each combination shown in this correspondence table may be generated based on history information of service responses in which the defect was resolved by replacing the used parts. In this case, cases in which the defect was not resolved even after replacing the used parts, or cases in which the defect reoccurred, are not included, so the accuracy of analyzing the association tendency can be improved.

[0079] The history information at the time of service response shows trends in chemical influences as well as trends that depend on the usage method of the user U. This will be explained below.

[0080] As a comparative example, before providing a device to the market, a manufacturer performs design and evaluation based on knowledge, and commercializes the device after confirming the desired reliability. As an example of a home appliance, a washing machine basically uses water and detergent to wash the laundry, but the way in which the user U uses the washing machine varies, such as the amount of laundry to be washed at one time, the number of times, and the state of dirt. In addition, there are cases in which fabric softener is used in addition to this. The detergent and fabric softener are selected based on the preferences of the user U. New detergent and fabric softener products are released every year. This combination increases every year. In this way, even if evaluations are performed to the extent possible during the development stage of a home appliance or the evaluation stage for commercialization, it is difficult to perform evaluations that reproduce all cases of actual usage patterns in a market where the situation changes.

[0081] Therefore, the service support system 1A of this embodiment focuses on events related to defects that have occurred in the market, uses data related to these events to generate a correspondence table for the defect response history DB 326, and uses this to recommend a response policy at the time of service. By appropriately updating the data in the correspondence table for the defect response history DB 326, it becomes possible to respond appropriately to changes in market conditions.

[0082] In this embodiment, it is assumed that there is a tendency for users U who select the same brands of detergent and fabric softener to be used in combination to experience common problems.

[0083] For example, it can be inferred that a user U who selects a brand of detergent characterized by "high cleaning effect against muddy stains" washes a relatively large amount of clothes with "muddy stains." In this case, it can be inferred that the user U tends to select an operating program that can remove stains well when washing clothes using the above brand of detergent.

[0084] In this way, by linking the information on actual defects that have occurred in the market to detergent brands, it is possible to collect data not only on the "characteristics of the detergent" but also on the "characteristics related to the usage method of user U who uses that detergent." By classifying user U's usage method in relation to detergent brands, more accurate information can be obtained.

[0085] The above data can also be applied to evaluations during the development stage of washing machines (home appliances). By conducting tests using each brand of detergent, it is possible to reproduce phenomena that may occur due to the characteristics of the detergent or fabric softener brand. In this case, by adding the tendency of user U's usage method to the test conditions, it becomes possible to perform evaluations that are close to the actual usage method.

[0086] The scale of the correspondence table will now be described. The examples shown in the correspondence table in Fig. 6 are limited, but are not limited to these. To create this correspondence table, for example, it is advisable to extract examples of users who used either detergents or fabric softeners that are readily available on the market from the information on their maintenance history, and then associate and extract the parts used in the service content at that time with the data on the status of the resolution of the defect after the service.

[0087] For example, if the number of extracted cases is small, it is advisable to use the information on all cases as is. If the number of extracted cases is large, or if there are many overlapping cases, organize the cases to avoid overlaps and show the frequency in relation to the cases, so that the tendency (frequency) of occurrence can also be confirmed.

[0088] According to the above embodiment, the reference data generating unit 316 generates a failure response history DB 326 (reference data) that associates parts (response methods) related to the response to the failure of the target device with information on items used in combination with the target device for the target device in which a failure has occurred. The estimation processing unit 315 may use the reference data in the failure response history DB 326 and information from users related to the other target devices to predict parts (response methods) related to the response to the failure of the other target devices. This makes it possible to estimate parts that may be required when responding to a service request.

[0089] A service technician who performs on-site repairs of home appliances would predict what parts would be needed for the repair based on the report information provided by user U and the like, and arrange for them in advance, but by using the service support system 1A, the burden of preparation work can be reduced.

[0090] The service support system 1A predicts service parts that can solve the reported defect from information on past service responses, and recommends the prediction result. This allows the service support system 1A to support the work in the preparation stage of service responses.

[0091] By applying this recommendation, it is possible to identify "unnecessary parts" rather than "necessary parts." For example, as mentioned above, there are various possible causes for a malfunction such as "the drum of a washing machine does not spin." If the above analysis identifies that the motor is likely the cause of the malfunction, the motor can be arranged, but it may not be possible to arrange for the parts around the tub. In such cases, it becomes possible to visit the user's home for an on-site repair without waiting for the parts around the tub to be arranged. This allows the malfunction to be resolved early, leading to improved service.

[0092] According to the above embodiment, by estimating parts that may be required during service, it is possible to reduce the load of incidental work required during service for a malfunction that has occurred.

[0093] For example, the reference data generator 316 generates reference data for a repaired target device that associates information on service parts used in the repair with information on items to be used in combination with the target device. The estimation processor 315 may use the reference data and information from a user regarding the other target devices to predict service parts to be used in repairing the other target devices.

[0094] The estimation processing unit 315 may predict service parts required for repairing a target device to be repaired, and provide the information to a service technician in charge of repair.

[0095] According to at least one of the embodiments described above, the service support system of the embodiment includes an estimation processing unit and an output control unit. The estimation processing unit predicts a malfunction of the target device or a method for dealing with the malfunction, using information from a user about the target device and about an item used in combination with the target device. The output control unit outputs the result of the prediction. This makes it possible to reduce the load of incidental work when providing service for a malfunction that has occurred.

[0096] Although some embodiments of the present invention have been described, these embodiments are presented as examples and are not intended to limit the scope of the invention. These embodiments can be implemented in various other forms, and various omissions, substitutions, and modifications can be made without departing from the spirit of the invention. These embodiments and their modifications are included in the scope of the invention and its equivalents described in the claims, as well as in the scope and spirit of the invention.

[0097] For example, in cases where the use of the target device varies depending on family composition, the service support device 3 may use family information registered using an application on the terminal device 15 in the above analysis process. [Explanation of symbols]

[0098] Reference Signs List 1...service support system, 3...service support device, 310...control unit, 311...user attribute information acquisition unit, 312...declaration information acquisition unit, 313...purchase history information acquisition unit, 314...feature extraction unit, 315...estimation processing unit, 316...reference data generation unit, 317...output control unit, 318...operation history information acquisition unit, 320...storage unit, 10...first residence, 20...second residence, 15, 25, 31, 32...terminal device, U...user

Claims

1. A service support system that provides information regarding how to deal with a malfunction occurring in a user's target device, an estimation processing unit that predicts a method of dealing with the malfunction of the target device based on history information on a malfunction of the target device associated with the identification information of the user, purchase history information of an item used in combination with the target device, the purchase history information being obtained from a mail-order system, and information on the malfunction of the target device; an output control unit that outputs the result of the prediction; A service support system comprising:

2. a feature extraction unit that estimates features of the user by using at least one of information on the user's attributes, information on the model of the target device used by the user, information on the operation history of the target device, and information on an item used in combination with the target device, as information on the user. The service support system according to claim 1 .

3. The estimation processing unit: For the target device in which the malfunction has occurred, the content of the malfunction of the target device is predicted based on information on the malfunction of the device held by a service provider related to the target device. The service support system according to claim 1 .

4. The estimation processing unit: For the target device in which the defect has occurred, a part required for repairing the target device is predicted based on information related to repairs held by a service provider related to the target device. The service support system according to claim 1 .

5. a reference data generating section that generates, for the target device in which the malfunction has occurred, reference data that associates the content of the malfunction or a countermeasure method of the target device with information on an article to be used in combination with the target device; Equipped with The estimation processing unit: The reference data and information from users regarding other target devices are used to predict the contents of or the countermeasures for the malfunctions of the other target devices. The service support system according to claim 1 .

6. a reference data generating section that generates reference data for the repaired target device, the reference data associating information on a service part used in the repair with information on an item to be used in combination with the target device; Equipped with The estimation processing unit: Using the reference data and information from users regarding other target devices, predicting service parts to be used to repair the other target devices. The service support system according to claim 1 .

7. The estimation processing unit: predicting the content of the malfunction of the target device based on history information regarding a malfunction of the target device associated with the identification information of the user, purchase history information of the item, and information regarding the malfunction of the target device; The output control unit outputs a result of the prediction regarding the content of the malfunction so as to provide the information to a service person in charge of the repair. The service support system according to claim 4.

8. Reference data associating type information of the target device, history information regarding service parts used to repair the target device, and information regarding the item; Type information of the target device to be repaired; Based on information on the malfunction of the target device, predicting service parts required to repair the target device and providing the information to a service technician in charge of the repair; The service support system according to claim 4.

9. The items to be used in combination with the target device include any of consumables, foodstuffs, and water related to the target device. The service support system according to claim 1 .

10. A computer of a service support system that provides information regarding a method of dealing with a malfunction occurring in a user's target device, predicting a method of dealing with the malfunction of the target device based on history information related to the malfunction of the target device associated with the identification information of the user, purchase history information of the product, which is information related to a product used in combination with the target device and is obtained from a mail-order system, and information on the malfunction of the target device; Outputting the results of said prediction. A service support method including:

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