Information processing device, information processing method, and system

Abstract

To provide an information processor, an information processing method, and a system that can support a respondent in answering an inquiry about an apparatus.SOLUTION: A response support system includes an inquirer terminal 30 used by an inquirer, a server 20 (an information processor), and a respondent terminal 10 used by a respondent. The server includes a storage unit that stores data used for responding to an inquiry about an apparatus, and a control unit that performs control to present search results from the storage unit based on information on conversation voice between the inquirer and the respondent, to the respondent.SELECTED DRAWING: Figure 1

Description

Technical Field

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

Background Art

[0002] In various facilities such as factories, work sites, offices, and homes, various devices are used. Work such as maintenance and repair of these devices is carried out by workers going to the installation site of the devices.

[0003] Regarding the management of work manual data to be referred to during work, for example, in Patent Document 1 below, a technique is disclosed in which a request is made to a server to download a work manual required for work, and the manual sent from the server is displayed on a display device.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0005] However, in Patent Document 1 above, support for inquiries about devices from local workers or device users to respondents not present on site is not considered. When a respondent receives an inquiry by phone or the like from the site, it may be difficult to respond promptly because they do not have a manual at hand, have to search for the corresponding manual, or are away from a verification room where actual machine verification can be performed.

[0006] Therefore, the present invention has been made in view of the above problems, and an object of the present invention is to provide a novel and improved information processing apparatus, information processing method, and system capable of assisting respondents who answer inquiries about devices. [Means for solving the problem]

[0007] To solve the above problems, according to one aspect of the present invention, a storage unit that stores data used to answer inquiries to the device, and a voice information of the conversation between the inquirer and the respondent. This is audio data The system includes a control unit that performs control to present the search results retrieved from the storage unit to the respondent based on the above. The data used in the above response is a simulation tool that simulates the demonstration of the equipment, and the search results are information indicating the simulation tool corresponding to the equipment that is the subject of the inquiry. An information processing device is provided.

[0009] The control unit, if the respondent is permitted to launch the searched simulation tool, will then launch the simulation tool You may also perform control to start it.

[0010] The control unit may also perform control to present the simulation screen of the activated simulation tool to the respondent.

[0011] To solve the above problems, according to another aspect of the present invention, the present invention comprises a storage unit that stores data used to answer inquiries to the device, and a control unit that performs control to present the search results retrieved from the storage unit based on voice data which is information of the conversation between the inquirer and the respondent to the respondent. The data used in the above response is the operation manual for the equipment, and the search results are information indicating the operation manual corresponding to the equipment that is the subject of the inquiry. An information processing device is provided.

[0012] The control unit may, if the respondent is permitted to read the retrieved operation manual, perform control to read the operation manual.

[0013] The control unit may also perform control to display the screen of the read operation manual to the respondent.

[0014] To solve the above problems, according to another aspect of the present invention, the present invention comprises a storage unit that stores data used to answer inquiries about the device, and a control unit that performs control to present the search results retrieved from the storage unit based on the audio information of the conversation between the inquirer and the respondent to the respondent, wherein the data used to answer is a simulation tool for simulating the demonstration of the device, or an operation manual for the device. The information of the conversational audio is audio data, and the control unit performs speech recognition on the audio data and searches for data to be used in the response based on the extracted predetermined keywords. i. An information processing device is provided in which the predetermined keyword is the name of the device or the location of the malfunction.

[0015] To solve the above problems, according to another aspect of the present invention, the present invention comprises a storage unit that stores data used to answer inquiries about the device, and a control unit that performs control to present the search results retrieved from the storage unit based on the audio information of the conversation between the inquirer and the respondent to the respondent, wherein the data used to answer is a simulation tool for simulating the demonstration of the device, or an operation manual for the device.The information of the conversation voice is the result of voice recognition performed on voice data, and the control unit searches for data used in the response based on a predetermined keyword included in the result of the voice recognition. i. An information processing device is provided in which the predetermined keyword is the name of the device or the location of the malfunction.

[0016] The predetermined keyword may be the name of the device. and the fault location It may also be.

[0017] The result of the voice recognition may include information indicating which of the inquirer and the responder uttered the keyword.

[0018] The control unit may search for data used in the response based on a predetermined keyword uttered by the responder.

[0019] The information processing apparatus may further include a communication unit, and the communication unit may receive the information of the conversation voice from the responder terminal.

[0020] The information processing apparatus may further include a communication unit, and the control unit controls the communication unit to transmit the voice data of the inquirer received from the inquirer terminal to the responder terminal and transmit the voice data of the responder received from the responder terminal to the inquirer terminal, and may acquire the information of the conversation voice from the voice data transmitted and received.

[0021] To solve the above problems, according to another aspect of the present invention, the present invention comprises a storage unit that stores data used to answer inquiries to the device, and a control unit that performs control to present the search results retrieved from the storage unit based on audio data which is information of a conversation between an inquirer and a respondent, wherein the data used to answer is a simulation tool for simulating the demonstration of the device, or an operation manual for the device. The control unit controls to transmit data of a simulation tool or an operation manual permitted by the responder to the responder terminal with respect to the search result. An information processing device is provided.

[0022] According to another aspect of the present invention for solving the above problems, based on voice data which is information of conversation voice between an enquirer who makes an enquiry about a device and a responder, control is performed to present a search result retrieved from a storage unit that stores data used for an answer to the responder. The data used for the answer is a simulation tool that simulates the demonstration of the device, and the search result is information indicating a simulation tool corresponding to the device that is the subject of the enquiry. Executed by a computer An information processing method is provided.

[0023] According to another aspect of the present invention for solving the above problems, an information processing apparatus and a responder terminal are provided. The information processing apparatus includes a storage unit that stores data used for an answer to an enquiry about a device, and information of conversation voice between an enquirer and a responder This is audio data and a control unit that performs control to transmit a search result retrieved from the storage unit to the responder terminal based on the information. The data used in the aforementioned response is a simulation tool for simulating the demonstration of the equipment, and the search results are information indicating the simulation tool corresponding to the equipment targeted by the inquiry. The responder terminal performs control to display the search result received from the information processing apparatus on a display unit, and a system is provided.

Advantages of the Invention

[0024] As described above, according to the present invention, it is possible to support a responder who answers an enquiry about a device.

Brief Description of the Drawings

[0025] [Figure 1] It is a diagram showing an example of the configuration of an answer support system according to the present embodiment. [Figure 2] It is a block diagram showing an example of the configuration of a customer terminal and a server according to the present embodiment. [Figure 3] It is a sequence diagram showing an example of the overall flow of the answer support system according to the present embodiment. [Figure 4] It is a block diagram showing an example of the hardware configuration of the information processing apparatus according to the present embodiment.

Modes for Carrying Out the Invention

[0026] Preferred embodiments of the present invention will be described in detail below with reference to the attached drawings. In this specification and drawings, components having substantially the same functional configuration are denoted by the same reference numerals, and redundant descriptions will be omitted.

[0027] <1. System Configuration> This embodiment relates to a mechanism for supporting respondents who answer inquiries about equipment. Inquiries are assumed to be on-site workers or users of the equipment where it is installed. The inquirer uses a voice tool to ask questions about the equipment to a respondent located elsewhere.

[0028] Figure 1 shows an example of the configuration of the response support system according to this embodiment. As shown in Figure 1, the response support system according to this embodiment includes an inquirer terminal 30 (communication terminal) used by the inquirer, a server 20 (information processing device), and a respondent terminal 10 (communication terminal) used by the respondent.

[0029] Voice communication takes place between the inquirer terminal 30 and the respondent terminal 10 via a telephone line or internet line. The inquirer terminal 30 and the respondent terminal 10 may use, for example, a predetermined communication tool to achieve voice communication. Alternatively, the inquirer terminal 30 and the respondent terminal 10 may use a communication tool that allows for the mutual transmission and reception of voice and video.

[0030] Server 20 can communicate with respondent terminal 10 and send and receive data. Specifically, Server 20 receives a search request from respondent terminal 10 and performs a search in response to the request. The search request may include, for example, the recognition results of a voice call (conversation audio) between the inquirer and the respondent (specifically, predetermined keywords extracted from the conversation). In addition, along with the search request, voice data of the voice call (conversation audio) may be sent to Server 20 in real time from Respondent Terminal 10. In this case, Server 20 performs recognition and extracts predetermined keywords from the conversation.

[0031] Next, the server 20 sends response data to the respondent terminal 10 based on the search results obtained using predetermined keywords extracted from the conversation. The server 20 has pre-stored operation manuals for each device and simulation tools that can simulate the verification of each device (actual equipment). Based on predetermined keywords extracted from the conversation, the server 20 searches for candidates for appropriate operation manuals and simulation tools that the respondent should use when answering. Alternatively, the server 20 may first send the search results to the respondent terminal 10 and then generate response data based on the operation manuals and simulation tools permitted by the respondent. Response data refers to appropriate data that the respondent will refer to when answering.

[0032] Server 20 may read (unpack) the operation manual permitted by the respondent and start the simulation tool, and send the information from these display screens (such as the display screen of the relevant page of the operation manual or the simulation screen) to the respondent terminal 10 as response data. Alternatively, Server 20 may have the respondent terminal 10 download the permitted operation manual and simulation tool as response data, and have the respondent terminal 10 unpack and start them.

[0033] As described above, the response support system according to this embodiment automatically recognizes the conversation between the inquirer and the respondent, and presents the respondent with appropriate response data according to the content of the conversation. This allows the respondent to quickly answer the inquiry without having to search for an operation manual or travel to a verification room.

[0034] Note that the system configuration shown in Figure 1 is just one example, and the present invention is not limited thereto. For example, a voice call between the inquirer terminal 30 and the respondent terminal 10 may be conducted via the server 20. In this case, the server 20 controls the two-way communication of the conversation voice, recognizes the content of the voice call, and transmits appropriate response data to the respondent terminal 10.

[0035] Furthermore, in this embodiment, operation manuals and the like are stored in the server 20 and searched in response to search requests from the respondent terminal 10. However, the present invention is not limited thereto, and the respondent terminal 10 may perform searches for operation manuals and the like that have been stored in advance. In other words, the respondent terminal 10 may have the functions of the server 20.

[0036] <2. Example Configuration> Next, the configuration of the respondent terminal 10 and server 20 will be described with reference to Figure 2. Figure 2 is a block diagram showing an example of the configuration of the respondent terminal 10 and server 20 according to this embodiment.

[0037] (2-1. Example configuration of respondent terminal 10) The respondent terminal 10 can be any mobile device such as a smartphone, mobile phone, tablet, or wearable device, or a PC (personal computer). As shown in Figure 2, the respondent terminal 10 has a communication unit 110, a control unit 120, an operation input unit 130, a display unit 140, a microphone 150, an audio output unit 160, and a storage unit 170.

[0038] The communication unit 110 has the functions of a transmitter and receiver for sending and receiving information with other devices. The communication unit 110 can send and receive data with the server 20, for example, via a network. The network may be a public network such as the Internet, a telephone network, or a satellite communication network, or various LANs (Local Area Networks) including Ethernet®, WANs (Wide Area Networks), etc. Furthermore, each network may be a wireless communication network such as Wi-Fi® or Bluetooth®.

[0039] The control unit 120 is composed of, for example, a CPU (Central Processing Unit) and controls the overall operation of the respondent terminal 10. For example, the control unit 120 controls the output of the inquirer's spoken voice received from the inquirer terminal 30 by the communication unit 110 from the voice output unit 160. The control unit 120 also controls the transmission of the respondent's spoken voice acquired from the microphone 150 from the communication unit 110 to the inquirer terminal 30.

[0040] Furthermore, the control unit 120 also functions as a search request unit 121 and a display control unit 122. The search request unit 121 makes a search request to the server 20 based on the audio conversation between the inquirer and the respondent. The search request unit 121 may also make a search request by sending the audio data (raw data) of the conversation (after compressing it as appropriate) to the server 20. Alternatively, the search request unit 121 may perform speech recognition on the audio data of the conversation and send the recognition result to the server 20 to make a search request. Specifically, the search request unit 121 performs speech recognition on the audio data of the conversation, extracts predetermined keywords from the conversation content, and sends the extracted keywords to the server 20 as recognition results. The predetermined keywords to be extracted are, for example, the name of the equipment or the location of the malfunction. The server 20 searches for operation manuals, simulation tools, etc., based on these keywords such as the name of the equipment or the location of the malfunction.

[0041] The display control unit 122 controls the display unit 140 to display the response data received from the server 20. In this embodiment, it is assumed that the server 20 transmits information such as the display screen of the relevant page of the operation manual or the simulation screen of the simulation tool launched on the server 20 as response data. This reduces the communication load and processing load by preventing the respondent terminal 10 from downloading the operation manual, and also allows for appropriate response support from a security standpoint. Before receiving the response data from the server 20, the server 20 may transmit search results, and the search results may be displayed on the display unit 140. The search results show candidate operation manuals recommended as reference materials when answering, and candidate appropriate simulation tools to use for answering. When the respondent authorizes reading the operation manual or launching the simulation tool presented as a search result, this is transmitted to the server 20, and the server 20 may then read the operation manual or launch the simulation tool.

[0042] The operation input unit 130 receives operations from the respondent and outputs the input information to the control unit 120. The operation input unit 130 may be implemented by a touch panel stacked on the display unit 140. In this embodiment, the operation input unit 130 receives, for example, the respondent's operation input in response to the search results displayed on the display unit 140.

[0043] The display unit 140 has the function of displaying the search results screen and the response data screen. The display unit 140 may be implemented as a touch panel display on which the operation input unit 130 is stacked.

[0044] The microphone 150 has the function of picking up sound. The audio output unit 160 has the function of outputting sound. The audio output unit 160 can be implemented by a speaker or earphones.

[0045] The storage unit 170 has the function of temporarily or permanently storing various data, such as data related to the processing of the control unit 120 and the operation program file of the control unit 120. The storage unit 170 may also have a database that stores predetermined keywords to be extracted by speech recognition.

[0046] The above describes an example of the configuration of the respondent terminal 10 according to this embodiment. However, the configuration of the respondent terminal 10 according to this embodiment is not limited to the example shown in Figure 2. For example, the respondent terminal 10 may be implemented using multiple devices.

[0047] (2-2. Example configuration for Server 20) As shown in Figure 2, the server 20 includes a communication unit 210, a control unit 220, and a storage unit 230.

[0048] The communication unit 210 has the functions of a transmitter and receiver for sending and receiving information with other devices. The communication unit 210 can send and receive data with the respondent terminal 10, for example, via a network. The network may be a public network such as the Internet, a telephone network, or a satellite communication network, or various LANs (Local Area Networks) including Ethernet®, WANs (Wide Area Networks), etc. Furthermore, each network may be a wireless communication network such as Wi-Fi® or Bluetooth®.

[0049] The control unit 220 uses hardware such as the CPU (Central Processing Unit) and RAM (Random Access Memory) installed in the server 20 to control the overall operation of the server 20.

[0050] Furthermore, the control unit 220 in this embodiment also functions as a search unit 221, a transmission control unit 222, and a response data generation unit 223.

[0051] The search unit 221 searches the storage unit 230 for appropriate simulation tools and operation manuals based on the audio conversation information between the inquirer and the respondent, which is received from the respondent terminal 10. If the audio conversation information received from the respondent terminal 10 is audio data, the search unit 221 first performs speech recognition on the audio data and extracts predetermined keywords. It is also possible that speech recognition is performed on the respondent terminal 10, and the audio conversation information received from the respondent terminal 10 contains the extracted keywords. The storage unit 230 stores a device name DB (database) 231 in which device names are associated with simulation tools and operation manuals, and the search unit 221 can search for corresponding simulation tools and operation manuals based on the "device name" included in the keywords extracted from the audio conversation. The search unit 221 may also use the keyword "device name" for the search only if it has been extracted from the conversation a predetermined number of times or more. Furthermore, the search unit 221 may determine the priority of the keywords to be used for the search based on whether the keyword was uttered by the inquirer or the respondent. For example, the search unit 221 may prioritize keywords provided by the respondent and perform searches based solely on those keywords. Furthermore, the keywords are not limited to "device names" but may include "fault location" and other similar terms.

[0052] The search results from the search unit 221 are transmitted to the respondent terminal 10 by the transmission control unit 222.

[0053] The response data generation unit 223 generates response data in response to the respondent's input regarding the search results. For example, the response data generation unit 223 launches a simulation tool authorized by the respondent and generates the simulation screen as response data. The response data generation unit 223 also reads an operation manual authorized by the respondent from the operation manual storage unit 233 and generates the display screen of the corresponding page as response data. The corresponding page of the operation manual may be determined based on the "device name" and "fault location" extracted from the conversational audio. The transmission control unit 222 transmits the generated response data (display screen data) to the respondent terminal 10.

[0054] In this example, the server 20 is described as starting the simulation tool and reading the operation manual, but the present invention is not limited to this. The response data generation unit 223 may prepare the simulation tool and operation manual data as response data and transmit it to the respondent terminal 10 via the transmission control unit 222.

[0055] The storage unit 230 has the function of temporarily or permanently storing various data, such as data related to the processing of the control unit 220 and the operation program files of the control unit 220. The storage unit 230 also stores the equipment name DB 231, the simulation tool storage unit 232, and the operation manual storage unit 233. The data in the equipment name DB 231, the simulation tool storage unit 232, and the operation manual storage unit 233 can be pre-registered by respondents or other personnel. It is also assumed that a large amount of data will be pre-registered by a large number of respondents. The storage unit 230 can be used as a shared folder.

[0056] The above describes an example of the configuration of the server 20 according to this embodiment. However, the configuration of the server 20 according to this embodiment is not limited to the example shown in Figure 2. For example, the server 20 may be composed of multiple devices.

[0057] <3. Operation Processing> Next, the operation process of the answer support system according to this embodiment will be described in detail. Figure 3 is a sequence diagram showing an example of the overall flow of the answer support system according to this embodiment.

[0058] As shown in Figure 4, first, a voice call is initiated between the inquirer's terminal 30 and the respondent's terminal 10 (step S103).

[0059] Next, the search request unit 121 of the respondent terminal 10 performs speech recognition of the conversation between the inquirer and the respondent (step S106). Speech recognition may involve converting the speech data into text, morphological analysis, etc.

[0060] Next, the search request unit 121 of the respondent terminal 10 extracts predetermined keywords from the speech-recognized text (step S109).

[0061] Next, the search request unit 121 of the respondent terminal 10 sends the extracted keywords to the server 20 and makes a search request (step S112).

[0062] Next, the search unit 221 of the server 20 searches for simulation tools and operation manuals based on keywords extracted from the conversation, in response to a request from the respondent terminal 10 (step S115).

[0063] Next, the transmission control unit 222 of the server 20 sends the search results (candidates for simulation tools and operation manuals) to the respondent terminal 10 (step S118).

[0064] Next, the display control unit 122 of the respondent terminal 10 displays the search results on the display unit 140 (step S121). The search results display screen may also display messages requesting the respondent to allow the searched simulation tool to be launched and to allow the operation manual to be read.

[0065] Next, the respondent terminal 10 transmits information indicating the respondent's permission to view the search results (step S124).

[0066] Next, the response data generation unit 223 of the server 20 starts the authorized simulation tool and reads the operation manual to generate response data (e.g., display screen) (step S127).

[0067] Next, the transmission control unit 222 of the server 20 transmits the response data to the respondent terminal 10 (step S130).

[0068] Then, the respondent terminal 10 displays the response data (step S133). Specifically, the simulation screen and the corresponding page of the operation manual are displayed on the display unit 140. As a result, while the respondent is conversing with the inquirer, the corresponding simulation tool and operation manual are automatically searched for and presented to the respondent, reducing the effort required for the respondent to search. In addition, by granting permission as appropriate, the simulation screen and the corresponding page of the operation manual are displayed, allowing the respondent to refer to them and answer more quickly, thus shortening the response time.

[0069] The operation process of the response support system described above is not limited to the example shown in Figure 3. For example, the speech recognition shown in step S106 and the keyword extraction shown in step S109 may be performed on the server 20. Also, the voice call shown in step S103 may be performed via the server 20.

[0070] Furthermore, the server 20 may, with permission from the respondent terminal 10, allow the respondent terminal 10 to download the searched operation manuals, simulation tools, etc. In this case, the respondent terminal 10 may prompt the respondent to delete the downloaded data after completing the survey.

[0071] <4. Hardware Configuration Example> Next, the hardware configuration of the respondent terminal 10 and server 20 according to this embodiment will be described. The above operation is achieved through the cooperation of software and the hardware described below.

[0072] Figure 4 is a block diagram showing an example of the hardware configuration of the information processing device 900 according to this embodiment. The information processing device 900 is an example of the hardware configuration applied to the respondent terminal 10 or server 20 according to this embodiment.

[0073] The information processing device 900 includes a CPU (Central Processing Unit) 901, a ROM (Read Only Memory) 902, a RAM (Random Access Memory) 903, a host bus 904, a bridge 905, an external bus 906, an interface 907, an input device 908, an output device 909, a storage device 910, a drive 911, and a communication device 913.

[0074] The CPU 901 functions as both an arithmetic processing unit and a control unit, controlling the overall operation within the information processing unit 900 according to various programs. The CPU 901 may also be a microprocessor. The ROM 902 stores programs and calculation parameters used by the CPU 901. The RAM 903 temporarily stores programs used in the execution of the CPU 901 and parameters that change as needed during its execution. These are interconnected by a host bus 904, which consists of a CPU bus and the like. The CPU 901, ROM 902, and RAM 903 work together to realize the control unit 120 of the respondent terminal 10 and the control unit 220 of the server 20.

[0075] The host bus 904 is connected to an external bus 906, such as a PCI (Peripheral Component Interconnect / Interface) bus, via a bridge 905. It is not always necessary to configure the host bus 904, bridge 905, and external bus 906 separately; these functions may be implemented on a single bus.

[0076] The input device 908 consists of an input means for the operator to input information, such as a mouse, keyboard, touch panel, buttons, switches, or microphone, and an input control circuit that generates an input signal based on the operator's input and outputs it to the CPU 901. The operator who operates the information processing device 900 can input various data to the information processing device 900 or instruct it to perform processing operations by operating this input device 908. The input device 908 realizes the operation input section 130 of the respondent terminal 10.

[0077] The output device 909 includes, for example, a CRT (Cathode Ray Tube) display device, a liquid crystal display (LCD) device, an OLED (Organic Light Emitting Diode) device, a lamp, and other display devices, as well as an audio output device such as a speaker. The output device 909 enables the display unit 140 of the respondent terminal 10.

[0078] The storage device 910 is a device for storing data. The storage device 910 may include a storage medium, a recording device for recording data on the storage medium, a reading device for reading data from the storage medium, and a deletion device for deleting data recorded on the storage medium. The storage device 910 enables the storage unit 170 of the respondent terminal 10 and the storage unit 230 of the server 20.

[0079] Drive 911 is a reader / writer for storage media and is externally connected to the information processing unit 900. Drive 911 reads information recorded on removable storage media 912, such as a magnetic disk, optical disk, magneto-optical disk, or semiconductor memory, and outputs it to RAM 903. Drive 911 can also write information to the removable storage media 912.

[0080] The communication device 913 is a communication interface composed of communication devices and the like for performing communication. The communication device 913 enables the communication unit 110 of the respondent terminal 10 and the communication unit 210 of the server 20.

[0081] The hardware configuration of the information processing device 900 is not limited to the configuration shown in Figure 4. For example, if the information processing device 900 communicates via an externally connected communication device, it does not need to have a communication device 913. Also, the information processing device 900 does not need to have, for example, an input device 908 or an output device 909. Furthermore, for example, some or all of the configuration shown in Figure 6 may be implemented with one or more ICs (Integrated Circuits).

[0082] <5. Supplement> Although preferred embodiments of the present invention have been described in detail above with reference to the attached drawings, the present invention is not limited to these examples. It is clear to any person with ordinary skill in the art to which the present invention belongs that various modifications or alterations can be conceived within the scope of the technical idea described in the claims, and these are also understood to fall within the technical scope of the present invention.

[0083] For example, in this embodiment, a search is performed based on predetermined keywords extracted from the conversation, but it is not limited to this. For example, the server 20 can perform natural language processing on the text obtained by speech recognition of the conversation to determine the target device from the meaning of the sentence, or it can search for an operation manual or other document that is appropriate for the content of the inquiry.

[0084] Furthermore, it is possible to create one or more computer programs to enable the functions of the respondent terminal 10 and the server 20, which are built into the hardware such as the CPU, ROM, and RAM. A computer-readable storage medium on which such one or more computer programs are stored is also provided. [Explanation of symbols]

[0085] 10 Respondent terminals 110 Communications Department 120 Control Unit 121 Search Request Section 122 Display Control Unit 130 Operation Input Section 140 Display section 150 microphones 160 Audio output section 170 Storage section 20 servers 210 Communications Department 220 Control Unit 221 Search Section 222 Transmission Control Unit 223 Data generation unit for responses 230 Storage section 231 Device name DB 232 Simulation Tool Storage Unit 233 Operation Manual Storage Unit 30 Inquirer's terminal

Claims

1. A storage unit that stores data used to answer inquiries about the equipment, A control unit that performs control to present the search results retrieved from the storage unit based on audio data, which is information about the conversation between the inquirer and the respondent, to the respondent. Equipped with, The data used in the above response is from a simulation tool that simulates the demonstration of the equipment. The search results are information indicating the simulation tools corresponding to the equipment targeted by the inquiry. Information processing device.

2. The information processing apparatus according to claim 1, wherein the control unit performs control to start the simulation tool if the respondent is permitted to start the searched simulation tool.

3. The information processing apparatus according to claim 2, wherein the control unit performs control to present the simulation screen of the activated simulation tool to the respondent.

4. A storage unit that stores data used to answer inquiries about the equipment, A control unit that performs control to present the search results retrieved from the storage unit based on audio data, which is information about the conversation between the inquirer and the respondent, to the respondent. Equipped with, The data used in the above response is the equipment's operation manual. The search results are information indicating the operation manual corresponding to the device targeted by the inquiry. Information processing device.

5. The information processing apparatus according to claim 4, wherein the control unit controls the reading of the operation manual when the respondent is permitted to read the retrieved operation manual.

6. The information processing apparatus according to claim 5, wherein the control unit performs control to present the display screen of the read operation manual to the respondent.

7. A storage unit that stores data used to answer inquiries about the equipment, A control unit that performs control to present the search results retrieved from the storage unit based on the audio information of the conversation between the inquirer and the respondent to the respondent, Equipped with, The data used in the above response consists of simulation tools used to simulate the demonstration of the equipment, or the equipment's operation manual. The aforementioned conversation audio information is audio data, The control unit performs speech recognition on the audio data and searches for data to be used in the response based on the extracted predetermined keywords. The aforementioned specified keyword is the name of the equipment or the location of the malfunction. Information processing device.

8. A storage unit that stores data used to answer inquiries about the equipment, A control unit that performs control to present the search results retrieved from the storage unit based on the audio information of the conversation between the inquirer and the respondent to the respondent, Equipped with, The data used in the above response consists of simulation tools used to simulate the demonstration of the equipment, or the equipment's operation manual. The aforementioned conversation audio information is the result of speech recognition performed on the audio data. The control unit searches for data to be used in the response based on predetermined keywords included in the speech recognition result. The aforementioned specified keyword is the name of the equipment or the location of the malfunction. Information processing device.

9. The information processing apparatus according to claim 7 or 8, wherein the predetermined keywords are the name of the device and the location of the malfunction.

10. The information processing apparatus according to claim 8 or 9, wherein the results of the speech recognition include information indicating whether the keyword was uttered by the inquirer or the respondent.

11. The information processing apparatus according to any one of claims 7 to 10, wherein the control unit searches for data used in the response based on predetermined keywords uttered by the respondent.

12. The aforementioned information processing device further comprises a communication unit, The communication unit receives the conversation audio information from the respondent's terminal. The information processing apparatus according to any one of claims 7 to 11.

13. The aforementioned information processing device further comprises a communication unit, The control unit, The communication unit controls the transmission of the inquirer's voice data received from the inquirer's terminal to the respondent's terminal, and the transmission of the respondent's voice data received from the respondent's terminal to the inquirer's terminal. Information about the conversation is obtained from the transmitted and received audio data. The information processing apparatus according to any one of claims 7 to 11.

14. A storage unit that stores data used to answer inquiries about the equipment, A control unit that performs control to present the search results retrieved from the storage unit based on audio data, which is information about the conversation between the inquirer and the respondent, to the respondent. Equipped with, The data used in the above response consists of simulation tools used to simulate the demonstration of the equipment, or the equipment's operation manual. The control unit performs control to transmit data from the simulation tool or operation manual permitted by the respondent to the respondent's terminal in response to the search results. Information processing device.

15. The control includes presenting the search results retrieved from a storage unit that stores data used in the response, based on audio data which is information of the conversation between the inquirer and the respondent regarding the device, to the respondent. The data used in the above response is from a simulation tool that simulates the demonstration of the equipment. The search results are information indicating the simulation tools corresponding to the equipment targeted by the inquiry. A method of information processing performed by a computer.

16. It comprises an information processing device and a respondent terminal, The aforementioned information processing device is A storage unit that stores data used to answer inquiries about the equipment, A control unit that performs control to transmit search results retrieved from the storage unit based on audio data, which is information about the conversation between the inquirer and the respondent, to the respondent terminal, It has, The data used in the above response is from a simulation tool that simulates the demonstration of the equipment. The search results are information indicating the simulation tool corresponding to the equipment targeted by the inquiry. The respondent terminal performs control to display the search results received from the information processing device on the display unit. system.

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