Information Processing Apparatus and Information Processing System

Abstract

Provided are an information processing apparatus and an information processing system that enable even a user who is not familiar with the Internet to easily post a photograph taken with a mobile phone that has received an SMS and shows a malfunction situation of an article such as equipment to a management operator. 【Solution means】 The information processing apparatus 100 includes a user information acquisition means 101, a resource identifier generation means 102, an access restriction setting means 103, an SMS transmission means 104, an IP network transmission means 105, a storage means 106, a position information extraction means 107, a user data transmission means 108, a management operator data transmission means 109, and a notification means 110, and performs data communication with the administrator terminal 200 and the mobile phone 300 via the network N, and also performs SMS communication with the mobile phone 300.

Description

Technical Field

[0001] The present invention relates to an information processing apparatus and an information processing system.

Background Art

[0002] Conventionally, when a problem occurs in various devices and facilities (hereinafter referred to as "articles") used in ordinary households, etc., ordinary users who use those articles contact management operators such as sales agents and manufacturers who provide after-sales service for those articles by phone or email. However, in inquiries by phone, there have been cases where the user could not adequately explain the situation of the problem verbally, or the person in charge of the management operator who received the inquiry could not correctly grasp the situation of the problem and could not give appropriate instructions to another person in charge who went to the site.

[0003] Therefore, it is conceivable that the user takes a picture of the defective part of the article with a mobile phone equipped with a camera such as a smartphone, posts the image on the system, and the management operator grasps the situation. For example, Patent Document 1 discloses a bulletin board system using a mobile terminal in which URL information and a posting form are stored in a mobile terminal with a camera, and a photographed image by the mobile terminal is attached to the posting form and transmitted to a server specified by the URL information.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0005] However, in the system described in Patent Document 1, it is necessary to previously store URL information in the mobile terminal that takes images, which is not suitable for a system targeted at unspecified users.

[0006] Therefore, the present invention solves the problems of the prior art as described above. That is, an object of the present invention is to provide an information processing apparatus and an information processing system that enable a user who is not familiar with the Internet to easily submit a photo taken of a defective situation of an article such as equipment from a mobile phone that has received an SMS to a management company.

Means for Solving the Problems

[0007] The invention according to claim 1 is an information processing apparatus capable of data communication with a mobile phone of a user who posts a photo related to a defect of an article and an administrator terminal of an administrator who manages the article, and assisting the administrator in dealing with the user. The apparatus includes: a user information acquisition means for acquiring the phone number of the mobile phone and the information of the person in charge of the administrator corresponding to the user from the administrator terminal; a resource identifier generation means for combining a second string obtained by encrypting a first string including the information of the person in charge with the host name of the administrator to generate a user resource identifier accessible to the posting screen of the user and an administrator resource identifier accessible to the posting management screen of the administrator; an access restriction setting means for setting a predetermined restriction on access from the mobile phone to the posting screen; an SMS transmission means for transmitting the user resource identifier to the mobile phone by SMS; an IP network transmission means for transmitting the administrator resource identifier to the administrator terminal via an IP network; a user data transmission means for transmitting the posting screen for posting the photo taken of the article to the mobile phone accessed via the user resource identifier; a storage means for storing the image data of the photo posted via the posting screen from the mobile phone; and an administrator data transmission means for transmitting the posting management screen for displaying the image data of the photo stored in the storage means to the administrator terminal accessed via the administrator resource identifier. The access restriction setting means solves the above-described problems by setting the predetermined restriction in association with the user resource identifier.

[0008] The invention according to claim 2, in addition to the configuration of the information processing apparatus described in claim 1, solves the above-described problems by the user data transmission means transmitting the posting screen including (1) a screen for causing the user to take a photo of information for identifying the article, (2) a screen for causing the user to take a photo of a defective part of the article, and (3) a screen for causing the user to input a text related to the defect of the article to the mobile phone.

[0009] The invention according to claim 3 further includes position information extraction means for extracting the photographing position information of the photograph from the image data stored in the storage means, in addition to the configuration of the information processing apparatus described in claim 1. The data transmission means for the management operator transmits the posting management screen including (1) the thumbnail image of the photograph related to the image data stored in the storage means, (2) the photographing position information of the photograph, (3) the person-in-charge information, and (4) information regarding the response status to the user, to the administrator terminal. When the thumbnail image is selected via the posting management screen on the administrator terminal, the image data of the photograph related to the thumbnail image is transmitted to the administrator terminal, thereby solving the above-described problems.

[0010] The invention according to claim 4 further includes notification means for notifying the administrator terminal to that effect at the timing when the photograph is posted from the mobile phone via the posting screen, in addition to the configuration of the information processing apparatus described in claim 1. The IP network transmission means transmits the resource identifier for the management operator to the administrator terminal via the IP network at the timing, thereby solving the above-described problems.

[0011] The invention according to claim 5 is an information processing system comprising a user's mobile phone that posts a photo related to a defect of an article, an administrator terminal of an administrator of the article, and an information processing device capable of data communication with the mobile phone and the administrator terminal and assisting the administrator in dealing with the user. The administrator terminal includes a user information input means for inputting the phone number of the mobile phone and the information of the person in charge of the administrator corresponding to the user, and a user information transmission means for transmitting the phone number and the person in charge information to the information processing device. The information processing device includes a user information acquisition means for acquiring the phone number and the person in charge information from the administrator terminal, a resource identifier generation means for combining a second string obtained by encrypting a first string including the person in charge information with the host name of the administrator to generate a user resource identifier accessible to the user's posting screen and an administrator resource identifier accessible to the administrator's posting management screen of the administrator, an access restriction setting means for setting a predetermined restriction on access from the mobile phone to the posting screen, an SMS transmission means for SMS-transmitting the user resource identifier to the mobile phone, an IP network transmission means for IP-network-transmitting the administrator resource identifier to the administrator terminal, a user data transmission means for transmitting the posting screen for posting the photo taken of the article to the mobile phone accessed via the user resource identifier, a storage means for storing the image data of the photo posted via the posting screen from the mobile phone, and an administrator data transmission means for transmitting the posting management screen for displaying the image data of the photo stored in the storage means to the administrator terminal accessed via the administrator resource identifier. The mobile phone includes an SMS reception means for SMS-receiving the user resource identifier from the information processing device, a posting screen display means for displaying the posting screen via the user resource identifier, a photographing means for photographing a photo related to the article, and a posting means for posting the photo to the information processing device via the posting screen. The access restriction setting means of the information processing device sets the predetermined restriction in association with the user resource identifier,It is intended to solve the above-described problems.

Advantages of the Invention

[0012] According to the information processing apparatus of the invention according to claim 1, in the information processing apparatus, the resource identifier generation means combines a string including the person-in-charge information such as the branch / department corresponding to the user with the host name such as the domain name or IP address of the management operator, and generates a user resource identifier such as a URL or URI accessible to the user's posting screen, and a management operator resource identifier accessible to the posting management screen of the management operator for viewing the image posted by the user. In addition, the access restriction setting means associates a restriction condition for the user to access the posting screen from the mobile phone with the user resource identifier, such as adding a token with the restriction information embedded in the identifier such as the URL, or the management server rejecting the access to the URL after the set time has elapsed. Then, the SMS means transmits the user resource identifier to the mobile phone by SMS, and the user data transmission means transmits a posting screen for posting a photo of an article taken by the mobile phone that has accessed via the user resource identifier. As a result, the image data of the posted photo stored in the storage means of the information processing apparatus can be displayed on the posted management screen transmitted to the administrator terminal of the management operator. Therefore, even a user who is not familiar with the Internet can easily post a photo of the defective situation of an article such as equipment to the management operator from the mobile phone that has received the SMS.

[0013] According to the information processing apparatus of the invention according to claim 2, in addition to the effects achieved by the information processing apparatus of the invention according to claim 1, on the posting screen transmitted by the user data transmission means to the mobile phone, there is a screen for photographing an information display part for identifying, such as a product number, indicating what the article with a problem is, a screen for photographing the actual location where the problem has occurred, and an input screen for inputting supplementary information such as a problem situation that is difficult to understand from a photograph in text. Therefore, the user can appropriately report to the management operator the minimum necessary information about the problem situation of articles such as facilities by taking photos and entering text.

[0014] According to the information processing apparatus of the invention according to claim 3, in addition to the effects achieved by the information processing apparatus of the invention according to claim 1, on the posting management screen transmitted by the management operator data transmission means to the administrator terminal, there are a thumbnail image of the photo posted by the user, information about the shooting location, information about the person in charge such as the branch / store or department corresponding to the user, and information about the response situation such as whether a response has been made to the user. Further, when the administrator selects the thumbnail image on the posting management screen displayed on the administrator terminal, the image data related to the original photo of the thumbnail image is transmitted to the administrator terminal. Therefore, the management operator can appropriately grasp the problem situation of the article for which there has been a posting by the user and the location of the article, and can appropriately cause the corresponding branch / store, department, etc. to respond to the user.

[0015] According to the information processing apparatus of the invention according to claim 4, in addition to the effects achieved by the information processing apparatus of the invention according to claim 1, the notification means notifies the administrator terminal by e-mail or the like that a posting has been made at the timing when the user posts a photo regarding a problem with an article, and at the same timing, the IP network transmission means transmits to the administrator terminal a management operator resource identifier such as a URL that can access the posting management screen for displaying the posted photo. Therefore, the management operator can immediately notice the posting of a photo by the user and can access the posted photo via the transmitted resource identifier.

[0016] According to the information processing system of the invention according to claim 5, at the administrator terminal, the telephone number of the mobile phone and the person-in-charge information such as the branch or department corresponding to the user are input and transmitted to the information processing device. Next, in the information processing device, the resource identifier generation means combines a character string including the person-in-charge information with a host name such as the domain name or IP address of the management operator to generate a user resource identifier such as a URL or URI accessible to the user's posting screen, and a management operator resource identifier accessible to the posting management screen of the management operator for viewing the image posted by the user. In addition, the access restriction setting means associates a restriction condition for the user to access the posting screen from the mobile phone with the user resource identifier, such as adding a token embedded with restriction information to an identifier such as a URL or rejecting access to the URL by the server after the set time has elapsed, and the SMS transmission means transmits the user resource identifier to the mobile phone by SMS. Here, the management operator resource identifier is transmitted to the administrator terminal by the IP network transmission means. Then, on the mobile phone, the user accesses the posting screen via the user resource identifier received by SMS, and a photo of the defective item is posted. On the other hand, in the information processing device, the storage means stores the image data of the posted photo, and the management operator data transmission means accesses the administrator terminal via the management operator resource identifier and displays the posting management screen for displaying the image data stored by the storage means. Therefore, even a user who is not familiar with the Internet can easily post a photo of the defective situation of an item such as equipment to the management operator from the mobile phone that has received the SMS.

Brief Description of the Drawings

[0017]

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Mode for Carrying Out the Invention

[0018] Hereinafter, it is assumed that a user who purchases and uses a product or a general user who owns and uses a facility discovers a failure or defect in an article such as a product or a facility that is being used. These general users of the articles contact a management company that provides after-sales service for the articles or a management company that operates, maintains, and manages facilities such as a smart phone. Therefore, the management company will respond to the user who received the contact and perform responses such as repairing the target product or facility. More specifically, assume a case where a management company is a retail store of articles (products) deployed throughout Japan, and performs repairs and after-sales services for products sold by branch stores or contract agents in each region, and receives inquiries from users and responds.

[0019] In the following embodiments, after a user who has discovered a problem with an article contacts the management operator by phone using a smartphone or the like, a URL that can access the posting screen for image posting is sent to the mobile phone such as the smartphone. Details of the posting screen will be described later. Then, the user can post a photo taken with the mobile phone by operating the posting screen accessed via the URL received by the mobile phone, and the management operator can visually confirm the location of the failure of the article, the state of the problem of the facility, etc. by displaying the posted photo on the administrator terminal.

[0020] [1. Configuration of Information Processing System 1] Based on FIG. 1, the overall configuration of the information processing system 1 including the information processing apparatus 100 according to an embodiment of the present invention will be described. FIG. 1 is a network configuration diagram of the information processing system 1 to which the information processing apparatus 100 and the like according to an embodiment of the present invention are connected. As shown in FIG. 1, the information processing system 1 includes an information processing apparatus 100 that functions as a management server, an administrator terminal 200 of the management operator, and a mobile phone 300 used by a user who enjoys the services provided by the management operator in the information processing system 1.

[0021] In the present embodiment, the information processing apparatus 100, the administrator terminal 200, and the mobile phone 300 are connected by wire / wirelessly via a network N such as the Internet. Further, the information processing apparatus 100 and the mobile phone 300 are connected via a mobile phone network.

[0022] [1.1. Configuration of Information Processing Apparatus 100] As shown in FIG. 1, the information processing apparatus 100 includes a user information acquisition means 101, a resource identifier generation means 102, an access restriction setting means 103, an SMS (Short Message Service) transmission means 104, an IP network transmission means 105, a storage means 106, a location information extraction means 107, a user data transmission means 108, a management operator data transmission means 109, and a notification means 110. The information processing apparatus 100 can perform data communication with the management operator's administrator terminal 200 and the user's mobile phone 300 that makes an inquiry regarding a malfunction of equipment or the like via the network N. Also, the information processing apparatus 100 can transmit and receive data by SMS communication via the mobile phone network with the mobile phone 300.

[0023] The user information acquisition means 101 acquires the phone number of the mobile phone 300 and the person-in-charge information of the management operator corresponding to the user from the administrator terminal 200. Here, the person-in-charge information can be freely set by the management operator. For example, the area name (e.g., prefecture) where the management operator provides after-sales service and the branch offices, business trip offices, and responsible departments within that area can be used.

[0024] The resource identifier generation means 102 generates a user resource identifier that can access the user's posting screen and a management operator resource identifier that can access the management operator's posting management screen. For example, the resource identifier generation means 102 combines (1) a host name such as the domain name or IP address of the management operator (e.g., www.abcd1234.com) and (2) a second string (e.g., H / mgAzB8Q) obtained by encrypting a character string (first string) including the person-in-charge information acquired by the user information acquisition means 101 to generate a resource identifier such as a URL or URI (e.g., https: / / www.abcd1234.com?id=H / mgAzB8Q). In this embodiment, as an example, the resource identifier generation means 102 generates a resource identifier of a URL.

[0025] The access restriction setting means 103 sets a predetermined restriction on access from the mobile phone 300 to the posting screen via the user resource identifier. As a method of access restriction set by the access restriction setting means 103, for example, (1) the resource identifier generation means 102 generates a URL with a token including information such as an expiration date and a maximum number of accesses, (2) the information processing apparatus 100 records access to the URL and implements access restriction from the mobile phone 300, or (3) the resource identifier generation means 102 generates a URL with a one-time password that gives a valid token only once. In the present embodiment, as will be described later, the access restriction setting means 103 sets the access restriction so that the resource identifier generation means 102 generates a URL with a one-time password (hereinafter referred to as a "one-time URL").

[0026] The SMS transmission means 104 transmits a message including the one-time URL to the phone number by SMS communication via the mobile phone network. SMS communication can transmit text data of, for example, up to 160 characters (in the case of alphanumeric characters) at a time and operates independently of calls and Internet connections. In the present embodiment, since the information processing apparatus 100 can directly send a message to the mobile phone 300 using the phone number by SMS communication, a simple and low-cost environment can be provided, saving the user the trouble of connecting to the Internet and entering the URL. Even for users who are not familiar with the Internet, they can easily post a photo taken of the defective situation of an article such as equipment from the mobile phone 300 that has received the SMS to the management operator.

[0027] The IP network transmission means 105 transmits the resource identifier for the management operator generated by the resource identifier generation means 102 to the administrator terminal 200 via the network N by IP (Internet Protocol) network. The storage means 106 stores the image data of the photo posted (uploaded) from the mobile phone 300 via the posting screen.

[0028] The location information extraction means 107 extracts the shooting location information of the photo from the image data stored in the storage means 106. When a photo of an article is taken with the mobile phone 300, the location information of the mobile phone 300 is obtained by the GPS built into the mobile phone 300, and the location information is embedded as metadata (Exif data) in the image data of the taken photo. Therefore, the location information extraction means 107 obtains the information on the location where the photo was taken with the mobile phone 300 from the metadata of the image data of the posted photo, for example, by using an Exif viewer or analysis with Python.

[0029] The user data transmission means 108 transmits a posting screen for the user to post a photo of an article taken by the user to the mobile phone 300 accessed via the user resource identifier. In addition, the management operator data transmission means 109 transmits a posting management screen for displaying the image data of the photo stored in the storage means 106 to the administrator terminal 200 accessed via the management operator resource identifier. In this embodiment, the posting screen and the posting management screen can be displayed on each terminal by selecting, by clicking or the like, resource identifiers (user resource identifier, management operator resource identifier) generated as URLs including the host name of the same management operator from the mobile phone 300 and the administrator terminal 200.

[0030] The notification means 110 notifies the administrator terminal 200 by e-mail or the like that a posting has been made at the timing when a photo regarding a defect of an article or the like is posted from the mobile phone 300 via the posting screen.

[0031] [1.2. Configuration of the administrator terminal 200] As shown in FIG. 1, the administrator terminal 200 includes a user information input means 201, a user information transmission means 202, and a post management screen display means 203.

[0032] The user information input means 201 inputs the telephone number of the mobile phone 300 and the person-in-charge information regarding the management operator corresponding to the user. The person-in-charge information is as described above. Note that the input of the telephone number of the mobile phone 300 by the user information input means 201 may be automatically acquired using the incoming call information from the mobile phone 300 when the user calls the management operator regarding a defect of an article or the like, or may be input by an operator operation of the management operator. In addition, the input of the person-in-charge information by the user information input means 201 may be such that when the user makes a call from the mobile phone 300 regarding a defect of an article or the like, the operator or the like of the management operator asks the user for the address and the location where the defect occurred, and the operator or the like inputs the person-in-charge information of the branch or the like in charge of handling the defect of the article or the like, or selects from a plurality of selection destinations displayed in a pull-down manner or the like.

[0033] The user information transmission means 202 transmits the telephone number of the mobile phone 300 and the person-in-charge information of the management operator input by the user information input means 201 to the information processing apparatus 100 via the network N. The post management screen display means 203 displays the post management screen transmitted to the administrator terminal 200 by the management operator data transmission means 109 of the information processing apparatus 100. The operator of the management operator can check the image data of the photo displayed on the post management screen displayed on the administrator terminal 200, and can operate the input box, operation button, etc. displayed on the screen. Note that the details of the post management screen will be described later.

[0034] [1.3. Configuration of Mobile Phone 300] The mobile phone 300 is, for example, a smartphone used by a user, a tablet terminal equipped with a SIM / eSIM, or a mobile phone (so-called, feature phone), and is used to make an inquiry about a malfunction of equipment or the like to a service provider. As shown in FIG. 1, the mobile phone 300 includes an SMS receiving means 301, a posting screen display means 302, a photographing means 303, and a posting means 304.

[0035] The SMS receiving means 301 receives, by SMS communication, a message including a one-time URL which is a user resource identifier from the information processing apparatus 100. The posting screen display means 302 displays a posting screen via the message received by the SMS receiving means 301. Specifically, the user clicks on a one-time URL which is a user resource identifier included in the message received by the mobile phone 300, etc., to display the posting screen transmitted by the user data transmission means 108 of the information processing apparatus 100.

[0036] The photographing means 303 provides a function of photographing with a camera provided in the mobile phone 300, and is used for the user to take a photograph of an article with a malfunction or the like. The posting means 304 posts the photograph taken by the photographing means 303 by the user to the information processing apparatus 100 via the posting screen transmitted by the user data transmission means 108 of the information processing apparatus 100. Note that, as will be described later, a plurality of posting screens are sequentially displayed for photograph posting from the posting means 304, and the user, according to the displayed content, for example, photographs an information display part for identifying a product number or the like indicating what the article with the malfunction is on the first screen, and photographs the actual location where the malfunction has occurred on the next screen. In addition to the screen for posting a photograph, a screen for inputting text may be displayed so that supplementary information such as a malfunction situation that is difficult to understand from the photograph can be input in text.

[0037] [2. Hardware Configuration of Information Processing Apparatus 100] FIG. 2 is a hardware configuration diagram of an information processing apparatus 100 according to an embodiment of the present invention. Here, in FIGS. 1 and 2, the information processing apparatus 100 is realized as a single device (device), but it is not limited thereto, and it may be realized by one or a plurality of computers, or may be configured to be realized by one or a plurality of servers.

[0038] The information processing apparatus 100 includes a processor 1001, a main storage device 1002, an auxiliary storage device 1003, and an input / output interface 1004, and they are connected via a bus 1005 which is a data transmission path between the respective devices. Further, a network interface 1006, an input unit 1007, and an output unit 1008 are connected to the input / output interface 1004.

[0039] The processor 1001 is realized by a CPU (Central Processing Unit), a GPU (Graphics Processing Unit), etc., and executes various processes according to programs stored in the main storage device 1002 and the auxiliary storage device 1003. The main storage device 1002 is composed of SRAM (Static RAM (Random Access Memory)), DRAM (Dynamic RAM), flash memory, etc., and temporarily stores data necessary for arithmetic processing in the information processing apparatus 100. The auxiliary storage device 1003 is realized by a removable medium such as an HDD (Hard Disk Drive), an SSD (Solid State Drive), a memory card, or a ROM (Read Only Memory), and has a recording medium.

[0040] The network interface 1006 communicates with other terminals / systems such as an administrator terminal 200 and a mobile phone 300 via a network N including the Internet and a mobile phone network. The input unit 1007 is composed of a keyboard, a mouse, etc., and accepts input of various information. The output unit 1008 is composed of a display, a speaker, etc., and outputs various types of information as text, images, audio, etc.

[0041] [3. Information processing method in the information processing system 1] Hereinafter, with reference to FIGS. 3 to 9, a specific example will be given and described of an information processing method executed when the information processing apparatus 100 shown in FIGS. 1 and 2 performs data communication with the administrator terminal 200 and the mobile phone 300.

[0042] Therefore, hereinafter, articles such as specific equipment are used at home or the like. Taking as an example the scenario where a general user discovers a failure or malfunction of the article and contacts the management operator, the information processing method in the information processing system 1 will be described.

[0043] [3.1. From discovery of article malfunction to input of user information] FIG. 3 is a flowchart for explaining an information processing procedure in the mobile phone 300 of the information processing system 1 according to an embodiment of the present invention. When the user of the mobile phone 300 discovers a malfunction of an article such as equipment, the user makes a call using the call function of the mobile phone 300 that the user possesses or the like to the management operator who manages and operates the information processing system 1 (step S301).

[0044] FIG. 4 is a flowchart for explaining an information processing procedure in the administrator terminal 200 of the information processing system 1 according to an embodiment of the present invention. Here, in the processing described later in the administrator terminal 200, the management operator obtains the phone number of the user's mobile phone 300 and the user's location information (such as the location of the malfunctioning article) through a call with the user using the management operator's mobile phone or fixed phone. Note that the act of the management operator receiving a call from the user's mobile phone 300 and obtaining the phone number and location information of the mobile phone 300 may be performed by an employee of the management operator or may be obtained via an operator of a contracted call center or the like.

[0045] The user information input means 201 inputs the telephone number of the mobile phone 300 and the person-in-charge information regarding the management operator corresponding to the user (the name of the area where the aforementioned management operator conducts after-sales services, the branch offices, business trip offices, responsible departments, etc. within the area) (step S201). When the management operator, operator, etc. input the telephone number and person-in-charge information of the mobile phone 300, it is performed via the posting management screen 210 described later.

[0046] FIG. 5 is a diagram showing an example of the posting management screen 210 displayed on the administrator terminal 200 of the information processing system 1 according to an embodiment of the present invention. The posting management screen 210 shown in FIG. 5 is provided with input boxes for the posting date 211, branch office information (area name 212 and branch office name 213), reception number 214, telephone number 215, and telephone number (for confirmation) 216. For example, the management operator, operator, etc. input various information by directly inputting text into each input box of the posting management screen 210 or by selecting from a plurality of selection destinations displayed in a pull-down menu.

[0047] Regarding the information input into the posting management screen 210 in FIG. 5, since the posting date 211 can utilize the time information of the terminal by the management operator operating the administrator terminal 200, there is no need for the management operator to input it anew. Next, the branch office information is input. In the present embodiment, based on the location information of the user who has called the management operator from the mobile phone 300, the corresponding area name 212 (for example, prefecture) and the branch office information of the corresponding branch office name 213 (for example, xx branch office) within the area are input. Furthermore, as the reception number 214, a management number used within the management operator or a number assigned for case management within the company is input. Then, the telephone number of the user's mobile phone 300 is input into the telephone number 215 and the telephone number (for confirmation) 216.

[0048] Note that the input of the telephone number of the mobile phone 300 by the user information input means 201 may be automatically acquired from the mobile phone 300 through which the user has called the management operator regarding defects of the article or the like, or may be input by the operator operation of the management operator. In addition, when inputting the person-in-charge information by the user information input means 201, when receiving a call from the mobile phone 300 regarding defects of the article or the like from the user, the operator or the like of the management operator asks the user for the address and the place where the defect occurred, and can input the person-in-charge information of the branch or the like in charge of handling the defects of the article.

[0049] Next, when the management operator inputs the person-in-charge information as described above and presses the SMS transmission / registration button 217, the user information transmission means 202 transmits the telephone number of the user's mobile phone 300 input by the user information input means 201 and the information of the corresponding department of the operator corresponding to the user (person-in-charge information) to the information processing apparatus 100 (step S202).

[0050] [3.2. Generation of One-Time URL to SMS Transmission] FIG. 6 is a flowchart for explaining an information processing procedure in the information processing apparatus 100 of the information processing system 1 according to an embodiment of the present invention. The user information acquisition means 101 of the information processing apparatus 100 acquires, as person-in-charge information, the telephone number of the mobile phone 300 and the information of the corresponding department of the operator corresponding to the user from the administrator terminal 200 (step S101).

[0051] Next, the resource identifier generation means 102 of the information processing apparatus 100 combines a character string including the person-in-charge information with a host name such as the domain name or IP address of the management operator to generate a user resource identifier such as a URL or URI accessible to the user's posting screen and a management operator resource identifier address such as a URL or URI accessible to the posting management screen for the management operator (step S102). Note that the "resource identifier" mentioned here is a character string used for direct access to a web page or resource, and is used synonymously with URL (Uniform Resource Locator). That is, the "resource identifier" mentioned here is composed of a protocol (for example, https: / / ), a domain name or IP address (for example, example.com), a path, a query string (for example, / path / to / ···), and so on.

[0052] In this embodiment, the resource identifier generation means 102 generates a resource identifier (for example, URL) for the posting screen for the user according to the following procedure. (1) Create a character string (which may include numbers) by combining the input branch or regional management number and a random character string. (2) Encrypt the combined character string. (3) Generate a resource identifier (URL) by combining the encrypted character string with the domain name of the business operator. For example, when the domain name of the business operator is "pashapos.com" and the encrypted character string is "H / mgAzB8Q···", the resource identifier generation means 102 generates a resource identifier (URL) of "https: / / pashapos.com?id=H / mgAzB8Q···".

[0053] Note that when the resource identifier for the posting screen for the user is generated as described above by the resource identifier generation means 102, a resource identifier (URL) for the posting management screen for the business operator (administrator) is also generated at the same time, and a storage location such as a folder for storing data such as photos posted by the user is also generated. Also, the character string combined in the above (1) may be any character or number such as a reception number when the business operator receives a call, instead of the management number.

[0054] Also, when the resource identifier generation means 102 generates a resource identifier, the access restriction setting means 103 controls the resource identifier generation means 102 so as to impose a certain restriction on access from the mobile phone 300 to the posting screen via the user resource identifier. In this embodiment, the access restriction setting means 103 controls the resource identifier generation means 102 to generate, as the user resource identifier, a URL with a one-time password that gives an effective token only once (hereinafter referred to as a "one-time URL").

[0055] Then, the SMS transmission means 104 transmits, by SMS communication, a message including the user resource identifier of the one-time URL generated by the resource identifier generation means 102 to the phone number of the mobile phone 300 (step S103). Specifically, the SMS transmission means 104 creates a text message in which the name of the person in charge corresponding to the template previously stored in the information processing apparatus 100 and the URL for the user to access are inserted, and transmits it by SMS. For example, the SMS transmission means 104 transmits an SMS message such as "I am xxxx, the person in charge of xx Co., Ltd. This time... The posting URL is "https: / / pashapos.com?id=H / mgAzB8Q...".

[0056] [3.3. Posting of a photo and text of an article from reception of a one-time URL] Next, returning to the flowchart of FIG. 3, the SMS reception means 301 of the mobile phone 300 receives, by SMS communication, the above-described message including the one-time URL from the information processing apparatus 100 (S302).

[0057] FIG. 7 is a diagram showing an example of an SMS message displayed on the mobile phone 300 of the information processing system 1 according to an embodiment of the present invention. As shown in FIG. 7, the SMS message 310 includes a posting URL 311 (one-time URL), and the user can display a posting screen by clicking on this posting URL 311.

[0058] Then, the posting screen display means 302 of the mobile phone 300 displays the posting screen that becomes accessible when the user clicks on the one-time URL on the screen of the mobile phone 300 (step S303).

[0059] Here, the display process of the posting screen on the mobile phone 300 will be described in detail. Specifically, when the user clicks on the one-time URL in the message received by the SMS receiving means 301, a request for displaying the posting screen is sent from the mobile phone 300 to the information processing device 100.

[0060] Here, returning to the flowchart of FIG. 6, the information processing device 100 receives a request for displaying the posting screen via the one-time URL from the mobile phone 300. The user data transmission means 108 of the information processing device 100 transmits a posting screen for the user to the mobile phone 300 in response to this display request from the mobile phone 300 (step S104). When the posting screen for the user is transmitted from the information processing device 100 as described above, in step S303, the mobile phone 300 receives and displays the posting screen.

[0061] FIG. 8 is a diagram for explaining a transition example of the posting screens 320 - 350 displayed on the screen of the mobile phone 300 according to an embodiment of the present invention. On the mobile phone 300, the posting screen display means 302 displays the first posting screen 320 transmitted from the information processing device 100. Here, in this embodiment, an explanation regarding the shooting procedure of the posting screen 320 is described in the shooting procedure explanation area 321. The user uploads (posts) the image data of the input photograph and the text data of the sentence through three procedures: (1) shooting the product model number, (2) shooting the defective part of the product, and (3) inputting a report (supplementary explanation).

[0062] Specifically, the information processing apparatus 100 displays, on the display screen of the mobile phone 300, in order, (1) a screen for shooting or selecting an image regarding identification information of equipment such as the model number of a product, (2) a screen for shooting or selecting an image regarding a defective part of the equipment, and (3) a screen for inputting text, together with information regarding a posting instruction to the user. Thereby, the user of the mobile phone 300 can easily report the defective situation of the equipment, etc. to the management operator appropriately using the image data and the text data.

[0063] As described above, in this embodiment, the user uploads (posts) two pieces of image data and text data regarding a supplementary explanation to the information processing apparatus 100 using the mobile phone 300. However, the number of image data to be posted may be one piece, or may be three pieces or more. Also, only the image data may be posted without posting the text.

[0064] Returning to the flowchart of FIG. 3, the user of the mobile phone 300 operates via the posting screen according to the screen display (posting screens 320 - 350), and the posting means 304 of the mobile phone 300 posts (uploads) the image data and the text data (step S304).

[0065] For example, after understanding the explanation such as the shooting procedure described in the shooting procedure explanation area 321 on the first posting screen 320 shown in FIG. 8, the user of the mobile phone 300 presses the "Proceed" button 322 to display a posting screen 330 for posting the image data.

[0066] Next, when the user presses the shooting start button 331 on the posting screen 330, an image taken using the camera function of the mobile phone 300 is displayed on the image display area 332. Therefore, it is possible to take pictures of damaged parts of the product, parts where equipment malfunctions occur, and information displays that can identify the model number and type of the product or equipment. Here, instead of taking pictures in real time, the user may select image data that has been taken and acquired in advance. In this case, the user presses the image selection button 333 to perform image selection processing.

[0067] When the user finishes taking pictures or selecting images and presses the "Proceed" button 334 on the posting screen 330, a posting screen 340 for inputting supplementary information is displayed. Then, the user uses the character input function, voice input function, and voice / text conversion function of the mobile phone 300, etc., to input the content they want to contact the service provider about (for example, a supplementary explanation of the taken / selected image) in the supplementary information input area 341 on the posting screen 340. Note that the taken / selected image and the input text are registered in an associated (corresponding) manner.

[0068] After the user inputs a text regarding the supplementary explanation of the image on the posting screen 340 and the "Shooting End" button 342 is pressed, a posting screen 350 for ending data input and posting (uploading) the image data and text data is displayed. On the posting screen 350, for example, an input image etc. display area 351 is provided at the bottom of the screen, and the taken / selected image (image regarding the model number and image regarding the damaged part) and explanations regarding the input supplementary information are displayed.

[0069] When the user presses the "Input Completed" button 352 on the posting screen 350, the image data input at this timing is posted (uploaded) to the information processing apparatus 100. Note that the storage location (upload destination) of the image data and the text data of the supplementary information is the location specified by the resource identifier (URL) of the posting management screen for the management operator (administrator) generated by the resource identifier generation means 102 of the information processing apparatus 100.

[0070] Also, in this embodiment, when the user presses the "Retry from Model Number Shooting" button 353 before pressing the input completed button 352, the user can retry shooting the model number from the state of the posting screen 330. Similarly, when the user presses the "Retry from Damage Location Shooting" button 354, the user can retry shooting the damage location from the state of the posting screen 330. Furthermore, when the user presses the "Retry from Supplementary Information Input" button 355, the user can retry inputting the supplementary information from the state of the posting screen 340.

[0071] [3.4. Confirmation of Posted Photos, etc. by Management Operator] Returning to the flowchart of FIG. 6, the image data and text data uploaded via the posting screens 320 - 350, etc. of the mobile phone 300 are stored by the storage means 106 of the information processing apparatus 100 (step S105).

[0072] Also, the position information extraction means 107 of the information processing apparatus 100 acquires information on the position where the photo was taken, that is, the position of the article, from the metadata (Exif data) embedded in the image data posted from the mobile phone 300 and stored in the storage means 106 (step S106).

[0073] Furthermore, the notification means 110 of the information processing apparatus 100 notifies the administrator terminal 200 that a posting has been made from the mobile phone 300 at the timing when the image data is uploaded to the storage means 106 in step S105, etc. (step S107). In this embodiment, it is assumed that the notification is made by e-mail, but it may be notified by an SMS message or other means to the administrator terminal 200 or the like. Here, the management operator notified by the notification means 110 may be the management operator related to the person-in-charge information input by the user information input means 201 of the administrator terminal 200, that is, a branch office, a business trip office, a responsible department, etc. in charge of the user's area.

[0074] Here, simultaneously with or before and after the above notification by the notification means 110, the IP network transmission means 105 transmits the resource identifier for the management operator generated by the resource identifier generation means 102 to the administrator terminal 200 via the network N over the IP (Internet Protocol) network (step S108). Note that the notification by the notification means 110 and the transmission of the resource identifier for the management operator by the IP network transmission means 105 may be performed at the same timing, or may be included in the same data.

[0075] Note that the transmission of the resource identifier for the management operator by the IP network transmission means 105, similar to the notification by the notification means 110, can also be transmitted not only to the administrator terminal 200 of the management operator but also to the terminal (not shown) of the responsible branch of the management operator input by the user information input means 201 of the administrator terminal 200. Then, on the administrator terminal 200, by clicking the resource identifier for the management operator transmitted to the administrator terminal 200 by the management operator, a display request for the post management screen is transmitted to the information processing apparatus 100.

[0076] Here, the data transmission means 109 for the management operator of the information processing apparatus 100 transmits a post management screen for displaying the image data of the photo stored in the storage means 106 to the administrator terminal 200 that has accessed via the resource identifier for the management operator (step S109).

[0077] Then, when the administrator terminal 200 receives the post management screen transmitted from the information processing apparatus 100, the post management screen display means 203 displays the post management screen (step S203). The post management screen displayed here includes: (1) a thumbnail image of the photo related to the image data stored in the storage means, (2) the shooting position information of the photo, (3) the person-in-charge information, and (4) information regarding the status of correspondence with the user. Then, when the management operator designates (selects) the thumbnail image on the post management screen displayed on the administrator terminal 200, the information processing apparatus 100 transmits the image data of the photo related to the thumbnail image to the administrator terminal 200. Through such processing, the management operator can appropriately manage cases regarding the malfunction status of facilities and the like from users who have inquired about malfunctions of articles and the like.

[0078] Returning to the flowchart of FIG. 4, in the information processing system 1, the post management screen is transmitted from the management operator data transmission means 109 of the information processing apparatus 100 to the administrator terminal 200, and the post management screen display means 203 of the administrator terminal 200 displays the post management screen (step S203). FIG. 9 is a diagram showing an example of a post management screen 210 of post information displayed on the administrator terminal 200 of the information processing system 1 according to an embodiment of the present invention.

[0079] In the post management screen 210 of FIG. 9, the information of the post date 211, the reception number 214, and the branch name 213 are the information input on the administrator terminal 200 described above with reference to FIG. 5. Also, as shown in FIG. 9, in the post management screen 210, together with the display of the above information, a list of various information (image file name, thumbnail image, shooting date and time, etc.) regarding the posted photo is displayed in the list display area 230. The management operator can check the thumbnail image on the post management screen 210 displayed on the administrator terminal 200, and if it is unnecessary, press the "Delete Selected Photo" button 220 to delete the image data related to the thumbnail image. In addition, the management operator can also select a specific image and press the "Download Selected Photo" button 221 to download the image data of the photo.

[0080] Furthermore, on the post management screen 210 shown in FIG. 9, there is displayed post position information 240 that allows a user to jump to the position on the map application where the uploaded image was taken, obtained from the metadata of the uploaded image, by clicking on it. Also, on the post management screen 210 shown in FIG. 9, there are displayed status information 243 indicating the status of response (for example, a user can select unresponded, responded, on hold, etc. from a pull-down display) as to whether the administrator has responded to a user's contact regarding product failures or facility malfunctions, and an update button 244 for updating it.

[0081] In the information processing system 1 described above, an unspecified operator can access the post screen by clicking on the URL sent via SMS communication to the mobile phone 300 that has been bridged to the operator, making it very convenient and enabling the construction of a system that is easy to use even for users who are not good at communicating via email. Also, the user's location information can utilize information such as that from a mobile phone, and since the user can easily post not only photos but also text, the operator can provide appropriate information without much effort.

[0082] Also, since the operator provides a one-time URL to the user, for example, a URL that can be accessed only once, the risk of a large amount of image data being uploaded to the information processing device 100 due to mischief or the like can be minimized, and a system with excellent security can be constructed.

[0083] Furthermore, by separating the part of the system administrator into a part that receives a connection from the general user, issues a one-time URL, and sends it to the user, and a part that checks the uploaded image data, etc., and actually responds to product failures and facility malfunctions, it is possible to easily introduce this system even for system administrators who handle customer support using a call center without significantly changing their current business scheme.

[0084] [3.5. Modification Example] The embodiments disclosed this time are illustrative in all respects and not restrictive. The scope of the present invention is shown not by the description in the above embodiments but by the claims, and it is intended that all modifications within the meaning and scope equivalent to the claims are included.

[0085] For example, the flowcharts (FIGS. 3, 4, and 6) according to this embodiment are merely one embodiment of the present invention, and it is possible to change the order of each process without changing the gist of the present invention. Also, other processes than those shown in the flowchart may be included, or it is possible to exclude some of the processes shown in the flowchart.

Explanation of Reference Numerals

[0086] 1 Information Processing System 100 Information Processing Device 101 User Information Acquisition Means 102 Resource Identifier Generation Means 103 Access Restriction Setting Means 104 SMS Transmission Means 105 IP Network Transmission Means 106 Storage Means 107 Location Information Extraction Means 108 User Data Transmission Means 109 Data Transmission Means for System Administrator 110 Notification Means 200 Administrator Terminal 201 User information input means 202 User information transmission means 203 Submission management screen display means 300 Mobile phone 301 SMS reception means 302 Submission screen display means 303 Photographing means 304 Submission means 1001 Processor 1002 Main memory device 1003 Auxiliary memory device 1004 Input / output interface 1005 Bus 1006 Network interface 1007 Input section 1008 Output section N Network

Claims

1. An information processing apparatus capable of data communication with a user's mobile phone that posts photos related to defects of an article and an administrator terminal of an administrator who manages the article, and assisting the administrator in dealing with the user, a user information acquisition means for acquiring the phone number of the mobile phone and the information of the person in charge of the administrator corresponding to the user from the administrator terminal; a resource identifier generation means for combining a second string obtained by encrypting a first string including the person-in-charge information with the host name of the administrator to generate a user resource identifier accessible to the user's posting screen and an administrator resource identifier accessible to the administrator's posting management screen; an access restriction setting means for setting a predetermined restriction on access from the mobile phone to the posting screen; an SMS transmission means for transmitting the user resource identifier to the mobile phone by SMS; an IP network transmission means for transmitting the administrator resource identifier to the administrator terminal via an IP network; a user data transmission means for transmitting the posting screen for posting the photo taken of the article to the mobile phone accessed via the user resource identifier; a storage means for storing the image data of the photo posted via the posting screen from the mobile phone; an administrator data transmission means for transmitting the posting management screen for displaying the image data of the photo stored in the storage means to the administrator terminal accessed via the administrator resource identifier, comprising: the access restriction setting means sets the predetermined restriction in association with the user resource identifier, characterized in that it is an information processing apparatus.

2. The user data transmission means, (1) a screen for causing the user to take a photo of information for identifying the article, (2) a screen for causing the user to take a photo of a defective part of the article, and (3) a screen for causing the user to input a text related to the defect of the article, transmits the posting screen including the above to the mobile phone, characterized in that it is the information processing apparatus according to claim 1.

3. further comprising a position information extraction means for extracting the shooting position information of the photo from the image data stored in the storage means, The administrator data transmission means, (1) The thumbnail image of the photograph related to the image data stored in the memory means, (2) The photographing position information of the photograph, (3) The person-in-charge information, and (4) Information regarding the correspondence status with the user, The submission management screen including the above is transmitted to the administrator terminal. When the thumbnail image is selected via the submission management screen on the administrator terminal, the image data of the photograph related to the thumbnail image is transmitted to the administrator terminal. The information processing apparatus according to claim 1, characterized in that.

4. The information processing apparatus further includes notification means for notifying the administrator terminal of that fact at the timing when the photograph is submitted from the mobile phone via the submission screen. The IP network transmission means transmits the resource identifier for the management business operator to the administrator terminal via the IP network at the timing. The information processing apparatus according to claim 1, characterized in that.

5. An information processing system including a mobile phone of a user who submits a photograph regarding a defect of an article, an administrator terminal of a management business operator who manages the article, and an information processing apparatus capable of data communication with the mobile phone and the administrator terminal and assisting the management business operator in corresponding to the user. The administrator terminal User information input means for inputting the telephone number of the mobile phone and the person-in-charge information of the management business operator corresponding to the user, User information transmission means for transmitting the telephone number and the person-in-charge information to the information processing apparatus, The information processing apparatus User information acquisition means for acquiring the telephone number and the person-in-charge information from the administrator terminal, Resource identifier generation means for combining a second string obtained by encrypting a first string including the person-in-charge information with the host name of the management business operator to generate a user resource identifier accessible to the submission screen of the user and a management business operator resource identifier accessible to the submission management screen of the management business operator, Access restriction setting means for setting a predetermined restriction on access from the mobile phone to the submission screen, SMS transmission means for transmitting the user resource identifier to the mobile phone via SMS, IP network transmission means for transmitting the management business operator resource identifier to the administrator terminal via the IP network, User data transmission means for transmitting to the mobile phone accessed via the user resource identifier, a posting screen for posting the photo taken of the article; Storage means for storing the image data of the photo posted via the posting screen from the mobile phone; Administrator data transmission means for transmitting to the administrator terminal accessed via the administrator resource identifier, a posting management screen for displaying the image data of the photo stored in the storage means; The mobile phone includes: SMS receiving means for receiving the user resource identifier from the information processing device by SMS; Posting screen display means for displaying the posting screen via the user resource identifier; Shooting means for shooting a photo of the article; Posting means for posting the photo to the information processing device via the posting screen; The access restriction setting means of the information processing device sets the predetermined restriction in association with the user resource identifier; An information processing system characterized by the above.

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