Management system and management method

Abstract

A management system (100) comprises an acquisition unit (11), a determination unit (12), and an output unit (13). The acquisition unit (11) acquires query information about a query regarding trouble with a piece of equipment (3). The determination unit (12) determines whether the trouble was resolved or not on the basis of the presence or absence of equipment information that may be transmitted via a network (N1) from the equipment (3) corresponding to the query information acquired by the acquisition unit (11) after the query. The output unit (13) outputs the result of the determination by the determination unit (12).

Description

Management system and management method

[0001] The present disclosure relates to a management system for managing inquiries about equipment troubles.

[0002] For example, Patent Document 1 discloses a call center device that stores an information appliance terminal identifier and an information appliance terminal address in association with each other, and in response to a call from a public network terminal, connects the information appliance terminal to an operator terminal by using the information appliance terminal address corresponding to the information appliance terminal identifier transmitted from the public network terminal as the called address.

[0003] Also, for example, Patent Document 2 discloses a device connection support system. The device connection support system refers to connection availability information indicating whether devices can be electrically connected to each other in advance and used, and when two customer devices are interconnectable, obtains information on problems that may occur in relation to the electrical connection between the devices and transmits the information to a communication terminal device.

[0004] JP 2009-218810 A JP 2013-161385 A

[0005] The present disclosure provides a management system and the like that makes it easy to know whether a problem with a device that has been inquired about has been resolved.

[0006] A management system according to one aspect of the present disclosure includes an acquisition unit, a determination unit, and an output unit. The acquisition unit acquires inquiry information related to an inquiry about a device problem. After the inquiry, the determination unit determines whether the problem has been resolved based on whether or not there is device information that can be transmitted from the device via a network corresponding to the inquiry information acquired by the acquisition unit. The output unit outputs the determination result of the determination unit.

[0007] A management method according to one aspect of the present disclosure acquires inquiry information regarding an inquiry about a device problem. After the inquiry, the management method determines whether the device problem has been resolved based on whether or not device information corresponding to the acquired inquiry information can be transmitted from the device via a network. The management method outputs a determination result.

[0008] The management system and the like according to the present disclosure has the advantage that it is easy to know whether the trouble with the device about which an inquiry was made has been resolved.

[0009] Fig. 1 is a schematic diagram showing an overall configuration including a management system according to an embodiment. Fig. 2 is a block diagram showing an overall configuration including a management system according to an embodiment. Fig. 3 is a diagram showing an example of data stored in an inquiry database. Fig. 4 is a flowchart showing an example of operation of a management system according to an embodiment. Fig. 5 is a flowchart showing an example of operation of a management system according to a modified embodiment.

[0010] (Findings that Form the Basis of the Present Disclosure) First, the inventor's point of view will be explained below.

[0011] Conventionally, when a user of a device such as a home appliance encounters some kind of trouble with the device, the user makes an inquiry to a call center by telephone or the like to resolve the trouble. In some cases, the user can resolve the device trouble by implementing a solution suggested by a call center operator, but in other cases, the trouble still cannot be resolved.

[0012] When the user tries to implement the solution proposed by the operator, the user usually hangs up the call with the operator. For example, if the device trouble is related to the network connection of the device using the user's smartphone, the solution to the problem is often to try restarting the smartphone, which cannot be implemented while maintaining the call with the operator.

[0013] Even if a user is able to solve a device problem using a solution suggested by an operator, the user rarely, if ever, bothers to report the problem to the operator by phone or the like. Also, if the device problem cannot be solved using the solution suggested by the operator, the user may or may not inquire with the operator again. As such, since a user does not necessarily report whether or not the device problem has been solved after making an inquiry, there is a problem in that it is difficult for the call center to grasp whether or not the device problem that was inquired about has been solved.

[0014] In view of the above, the inventors have come up with the present disclosure.

[0015] Hereinafter, embodiments will be described in detail with reference to the accompanying drawings. However, more detailed explanation than necessary may be omitted. For example, detailed explanation of well-known matters or redundant explanation of substantially the same configuration may be omitted. This is to avoid unnecessary redundancy in the following explanation and to facilitate understanding by those skilled in the art.

[0016] The inventors have provided the accompanying drawings and the following description to enable those skilled in the art to fully understand the present disclosure, and do not intend for them to limit the subject matter described in the claims.

[0017] (Embodiment) [1-1. Overall Configuration] First, the overall configuration including a management system 100 according to an embodiment will be described with reference to Figs. 1 and 2. Fig. 1 is a schematic diagram showing the overall configuration including the management system 100 according to an embodiment. Fig. 2 is a block diagram showing the overall configuration including the management system 100 according to an embodiment. The management system 100 is a system for managing inquiries about problems with devices 3. In the embodiment, the management system 100 is made up of a server 1 and a call center system 2.

[0018] The device 3 is, for example, a device installed in a facility where the user U1 resides. In the embodiment, the device 3 is a home appliance. Furthermore, the device 3 is, for example, a device that can be connected to a network N1 such as the Internet, and is a so-called IoT (Internet of Things) device. Specifically, the device 3 is, for example, an air conditioner, a washing machine, a robot vacuum cleaner, a refrigerator, a rice cooker, or a microwave oven.

[0019] When connected to the network N1, the device 3 transmits device information to the management system 100 (here, the server 1) via the network N1 periodically or in response to an event. An event that occurs in the device 3 may include, for example, the connection of the device 3 to the network N1, the start or end of operation of the device 3, the occurrence of an error in the device 3, or maintenance of the device 3. The device information includes information indicating the content of the event that has occurred. For example, if the event is the occurrence of an error in the device 3, the device information may include an error code corresponding to the error.

[0020] The information processing terminal 4 is a terminal held by the user U1, and is a portable terminal such as a smartphone, a tablet terminal, or a laptop personal computer. The information processing terminal 4 has a processor and a memory, and the processor executes a computer program stored in the memory to realize each component of the information processing terminal 4. In this embodiment, the memory is a storage unit 44.

[0021] 1, the information processing terminal 4 has a function for inquiring of a call center operator Op1 about a problem with the device 3. Specifically, an application for configuring the device 3, such as connecting the device 3 to the network N1, is installed in the information processing terminal 4. The user U1 can then make inquiries to the operator Op1 using functions such as WebRTC (Web Real-Time Communication) included in the application.

[0022] In addition, user U1 may make an inquiry to operator Op1 using the call function of information processing terminal 4 without using the application, or may make an inquiry to operator Op1 using the call function of a terminal other than information processing terminal 4.

[0023] As shown in FIG. 2, the information processing terminal 4 includes a communication unit 41, a processing unit 42, an output unit 43, and a storage unit 44.

[0024] The communication unit 41 has a communication interface for communicating via the network N1. In the embodiment, the communication unit 41 has a wireless communication interface and is capable of communicating with the server 1, the call center system 2, and the operator terminal 5 used by the operator Op1 via the network N1. The communication unit 41 also has a communication interface for communicating with the device 3 without going through the network N1. Specifically, the communication unit 41 has a short-range wireless communication interface such as Bluetooth (registered trademark) and is capable of communicating with the device 3 without going through the network N1.

[0025] The processing unit 42 has a function of performing settings related to the device 3, such as connecting the device 3 to the network N1, by executing the above-mentioned application. Specifically, the processing unit 42 performs settings related to the device 3 in response to input by the user U1 via an input device, such as a touch panel display, provided on the information processing terminal 4. The setting information of the configured device 3 is stored in the storage unit 44.

[0026] For example, if the information processing terminal 4 has a display function, the output unit 43 outputs various information by displaying character strings, images, or the like on a display provided in the information processing terminal 4. Furthermore, for example, if the information processing terminal 4 has an audio output function, the output unit 43 outputs various information by outputting audio from a speaker provided in the information processing terminal 4. In the embodiment, the information processing terminal 4 has both an audio output function and a display function.

[0027] The storage unit 44 is a storage device that stores information (computer programs, etc.) required for the processor of the information processing terminal 4 to perform various processes. The storage unit 44 is realized by, for example, a semiconductor memory, but is not particularly limited and any known electronic information storage means can be used. The storage unit 44 stores, for example, setting information of the device 3.

[0028] [1-2. Management System] Next, we will explain the details of the management system 100. As already mentioned, in the embodiment, the management system 100 is made up of a server 1 and a call center system 2, as shown in Figures 1 and 2.

[0029] The server 1 is operated, for example, by a business that sells the device 3 or a business that manages the device 3. The server 1 has a processor and a memory, and realizes part of the configuration of the management system 100 by having the processor execute a computer program stored in the memory. In this embodiment, the memory is a storage unit 14.

[0030] 2, the server 1 is configured to be able to communicate with the call center system 2, the device 3, and the information processing terminal 4 via the network N1. In the example shown in FIG. 2, there is one each of the call center system 2, the device 3, and the information processing terminal 4, but there may be multiple each of them.

[0031] As shown in FIG. 2, the server 1 includes a communication unit 11, a determination unit 12, an output unit 13, and a storage unit 14.

[0032] The communication unit 11 has a communication interface for communicating via the network N1. In the embodiment, the communication unit 11 has a wired communication interface or a wireless communication interface, and is capable of communicating with the call center system 2, the device 3, and the information processing terminal 4 via the network N1. The communication unit 11 also functions as an acquisition unit 11 that acquires inquiry information. In the embodiment, the acquisition unit 11 acquires inquiry information by receiving inquiry information transmitted from the call center system 2 via the network N1. The inquiry information acquired by the acquisition unit 11 is stored in the storage unit 14.

[0033] Here, the inquiry information is information regarding an inquiry about a problem with the device 3, and includes an inquiry management number, a user ID (Identifier), and device information for identifying the device 3. The inquiry management number is a number assigned to the call center system 2 to distinguish and manage inquiries from one or more users U1. The user ID is an identifier assigned to each user U1. In the embodiment, the user ID is assigned to an application executed by the processing unit 42 of the information processing terminal 4, and is therefore also an identifier assigned to each information processing terminal 4. The device information includes an identifier assigned to each device 3, which is information for distinguishing between multiple types of devices 3, and the type of device 3.

[0034] After the inquiry, the determination unit 12 determines whether the trouble has been resolved based on the presence or absence of device information that can be transmitted via the network N1 from the device 3 corresponding to the inquiry information acquired by the acquisition unit 11. Whether the sender of the device information is the device 3 corresponding to the inquiry information can be determined by whether the device information matches the device information included in the inquiry information stored in the storage unit 14.

[0035] In the embodiment, the trouble with the device 3 is a trouble related to the connection of the device 3 to the network N1. For example, the trouble with the device 3 includes a situation where the user U1 is unable to connect to the network N1 when attempting to connect to the network N1 for the first time by executing an application on the information processing terminal 4 during initial setup of the device 3. Furthermore, for example, the trouble with the device 3 includes a situation where the connection of the device 3 to the network N1 is interrupted for some reason.

[0036] In the embodiment, the determination unit 12 determines that the trouble has been resolved when, after the inquiry, device information is acquired from the device 3 corresponding to the inquiry information acquired by the acquisition unit 11. That is, once the device 3 is connected to the network N1, it transmits device information to the server 1 via the network N1 periodically or when triggered by being connected to the network N1. Therefore, when the determination unit 12 acquires device information from the device 3, it determines that the device 3 is connected to the network N1, that is, that the trouble of the device 3 has been resolved.

[0037] On the other hand, if the time period during which device information is not acquired from the device 3 corresponding to the inquiry information acquired by the acquisition unit 11 exceeds a predetermined time (for example, several days) after the inquiry, the determination unit 12 determines that the trouble has not been resolved. That is, as described above, when the device 3 is connected to the network N1, it transmits device information to the server 1 via the network N1. Therefore, if the state in which device information cannot be acquired from the device 3 continues, the determination unit 12 determines that the device 3 is not connected to the network N1, that is, the trouble of the device 3 has not been resolved.

[0038] The output unit 13 outputs the determination result of the determination unit 12. In the embodiment, the output unit 13 outputs the determination result by transmitting the determination result of the determination unit 12, i.e., information indicating whether the trouble with the device 3 has been resolved, to the call center system 2 via the communication unit 11 and the network N1. Here, the output unit 13 transmits the inquiry management number corresponding to the determination result together with the determination result to the call center system 2.

[0039] The storage unit 14 is a storage device that stores information (computer programs, etc.) necessary for the processor of the server 1 to perform various processes. The storage unit 14 is realized by, for example, a semiconductor memory, but is not particularly limited and any known electronic information storage means can be used. The storage unit 14 stores, for example, inquiry information, etc.

[0040] The call center system 2 is a server operated by a business that provides CS (Customer Support) services, for example, accepting inquiries regarding problems with the devices 3. The call center system 2 has a processor and memory, and realizes part of the configuration of the management system 100 by having the processor execute a computer program stored in the memory. In this embodiment, the memory is a storage unit 23.

[0041] 2, the call center system 2 is configured to be able to communicate with the server 1 and the information processing terminal 4 via the network N1. As shown in FIG. 2, the call center system 2 includes a communication unit 21, a processing unit 22, and a storage unit 23.

[0042] The communication unit 21 has a communication interface for communicating via the network N1. In the embodiment, the communication unit 21 has a wired communication interface or a wireless communication interface, and is capable of communicating with the server 1 and the information processing terminal 4 via the network N1.

[0043] The processing unit 22 executes various processes for managing inquiries from the user U1. Specifically, the processing unit 22 stores input information input at the operator terminal 5, which is transmitted from the operator terminal 5 of the operator Op1, in an inquiry database (described later) of the storage unit 23. The input information includes an inquiry management number, a user ID, device information, a summary of the problem with the device 3, and a summary of how to deal with the problem.

[0044] Methods for dealing with a problem with device 3, for example, if the problem with device 3 is related to the device's connection to network N1, may include having user U1 restart the information processing terminal 4, having user U1 follow the correct setting procedure, or, if a relay device such as a router is present, having user U1 check the settings of the relay device.

[0045] Furthermore, the processing unit 22 transmits the inquiry information, including the inquiry management number, the user ID, and the device information, from the received input information to the server 1 via the communication unit 21 and the network N1. Furthermore, when the communication unit 21 receives the determination result from the server 1, the processing unit 22 stores the determination result in the inquiry database of the storage unit 23, thereby updating the inquiry database. Furthermore, the processing unit 22 notifies the call center of the inquiry management number with the updated determination result by transmitting the inquiry management number to the operator terminal 5 used by the call center operator Op1 via the communication unit 21.

[0046] The storage unit 23 is a storage device that stores information (such as computer programs) required for the processor of the call center system 2 to perform various processes. The storage unit 23 is realized by, for example, a semiconductor memory, but is not particularly limited and any known electronic information storage means can be used. The storage unit 23 stores, for example, an inquiry database such as that shown in FIG. 3.

[0047] 3 is a diagram showing an example of data stored in the inquiry database. As shown in FIG. 3, the inquiry database stores data linking an inquiry number, the details of the trouble with the device 3, a method for dealing with the trouble, and a determination result by the determination unit 12. Although not shown in FIG. 3, the inquiry database also links the ID of the user U1 who made the inquiry to the above data. In the determination result column shown in FIG. 3, a "◯" indicates that the trouble with the device 3 has been resolved, and an "X" indicates that the trouble with the device 3 has not been resolved.

[0048] By referring to the data stored in the inquiry database, a business providing CS services can grasp, for example, the extent to which a problem with the device 3 that was inquired about has been resolved. Also, by referring to the data stored in the inquiry database, a business providing CS services can use the information to, for example, improve its CS services.

[0049] [2. Operation] The operation (i.e., the management method) of the management system 100 according to the embodiment will be described below with reference to Fig. 4. Fig. 4 is a flowchart showing an example of the operation of the management system 100 according to the embodiment. In the following, it is assumed that a user U1 has attempted to connect a device 3 to the network N1 but failed, and has therefore contacted a call center.

[0050] First, user U1 contacts the call center and speaks with an operator about the problem with device 3. At this time, if the inquiry uses the WebRTC function of information processing terminal 4, for example, operator terminal 5 can automatically obtain the user ID and device information assigned to WebRTC. If the inquiry does not use the WebRTC function, operator Op1 obtains the user ID and device information by asking user U1 for the user ID and device information and entering them into operator terminal 5. During the call with user U1, operator Op1 explains to user U1 how to deal with the problem with device 3.

[0051] After that, when the call with user U1 ends, the operator inputs input information into the operator terminal 5, including the inquiry management number, user ID, device information, a summary of the problem with device 3, and a summary of how to deal with the problem. The operator terminal 5 then transmits the input information to the call center system 2. When the processing unit 22 of the call center system 2 receives the input information via the communication unit 21, the processing unit 22 stores the received input information in an inquiry database (represented as "inquiry DB" in FIG. 4 ) of the storage unit 23. The processing unit 22 also transmits the inquiry information, including the inquiry management number, user ID, and device information, from the received input information to the server 1 via the communication unit 21 and the network N1. As a result, the acquisition unit 11 of the management system 100 (here, the acquisition unit 11 of the server 1) acquires the inquiry information (S11).

[0052] Next, the judgment unit 12 of the management system 100 (here, the judgment unit 12 of the server 1) judges whether or not device information from the device 3 corresponding to the inquiry information has been acquired within a predetermined period from the time the inquiry information was acquired (S12).

[0053] If device information from a device 3 corresponding to the inquiry information is acquired within a predetermined period from the time the inquiry information is acquired (S12: Yes), the determination unit 12 determines that the trouble with the device 3 has been resolved. Then, the output unit 13 of the management system 100 (here, the output unit 13 of the server 1) outputs a determination result indicating that the trouble with the device 3 has been resolved (represented as "Determination result: resolved" in FIG. 4) (S13).

[0054] On the other hand, if device information from a device 3 corresponding to the inquiry information is not received within a predetermined period of time from the time the inquiry information is received (S12: No), the determination unit 12 determines that the trouble with the device 3 has not been resolved. Then, the output unit 13 of the management system 100 (here, the output unit 13 of the server 1) outputs a determination result indicating that the trouble with the device 3 has not been resolved (represented as "Determination result: Unresolved" in FIG. 4) (S14). Here, the output unit 13 outputs the determination result by transmitting the determination result and the inquiry management number to the call center system 2 via the network N1.

[0055] When the processing unit 22 of the call center system 2 receives the determination result and the inquiry control number via the communication unit 21, the processing unit 22 stores the received determination result in the inquiry database of the storage unit 23, thereby updating the inquiry database (S15). At this time, the processing unit 22 links the received determination result to data in the inquiry database corresponding to the received inquiry control number. Then, the processing unit 22 of the call center system 2 notifies the call center of the inquiry control number with the updated determination result (S16). Here, the processing unit 22 notifies the call center of the inquiry control number with the updated determination result by transmitting the inquiry control number to the operator terminal 5 used by the call center operator Op1 via the communication unit 21.

[0056] 3. Advantages, etc. Advantages of the management system 100 (management method) according to the embodiment will be described below.

[0057] As already mentioned, after user U1 inquires at the call center about a problem with device 3, he or she does not necessarily report whether the problem with device 3 has been resolved, which makes it difficult for the call center to determine whether the problem with device 3 that was inquired about has been resolved.

[0058] In contrast to this, the management system 100 (management method) according to the embodiment can output, after an inquiry, a determination result as to whether or not the trouble with the inquired device 3 has been resolved, based on the presence or absence of device information that can be transmitted from the inquired device 3. Therefore, the management system 100 (management method) according to the embodiment has the advantage that it is easy to know whether or not the trouble with the inquired device 3 has been resolved by checking the determination result.

[0059] For example, when the determination result is stored in the inquiry database in the storage unit 23 of the call center system 2, as already mentioned, the business providing the CS service can refer to the data stored in the inquiry database to ascertain, for example, the extent to which the trouble with the device 3 about which the inquiry was made has been resolved. Furthermore, the business providing the CS service can use the data stored in the inquiry database to improve the CS service, for example.

[0060] (Modifications) As described above, the embodiments have been described as examples of the technology disclosed in this application. However, the technology in this disclosure is not limited to these, and can be applied to embodiments in which modifications, substitutions, additions, omissions, etc. are made as appropriate. Furthermore, it is also possible to combine the components described in the above embodiments to create new embodiments.

[0061] Therefore, modifications of the embodiment will be exemplified below.

[0062] For example, in the above embodiment, when the determination unit 12 determines that the trouble has not been resolved, the output unit of the management system 100 (here, the processing unit 22 of the call center system 2) may output, to the information processing terminal 4 of the user U1 who made the inquiry, handling information indicating a handling method different from the handling method presented at the time of the inquiry. Here, the handling information indicates, for example, a second-best handling method that can be presented if the handling method presented to the user U1 at the time of the inquiry cannot resolve the problem. The second-best handling method included in the handling information may be one or more, or may be a frequently asked question (FAQ). For example, when the operator inputs the handling information into the operator terminal 5 together with an outline of the handling method at the end of the inquiry, the handling information is stored in the inquiry database of the storage unit 23 of the call center system 2 in association with the inquiry management number.

[0063] Fig. 5 is a flowchart showing an example of the operation of the management system 100 according to the modified example of the embodiment. The operation shown in Fig. 5 is executed together with or after step S14 shown in Fig. 4. That is, the operation shown in Fig. 5 is executed when the determination unit 12 of the management system 100 determines that the trouble with the device 3 has not been resolved.

[0064] First, the processing unit 22 of the call center system 2 determines whether or not there is handling information by referring to the inquiry database in the storage unit 23 (S21). If there is handling information (S21: Yes), the processing unit 22 notifies the information processing terminal 4 of the handling information by transmitting the handling information to the information processing terminal 4 via the communication unit 21 (S22). Upon receiving the handling information, the information processing terminal 4 presents the handling information to the user U1 by outputting the handling information via, for example, a push notification using the output unit 43. This allows the user U1 to try the next best handling method without having to contact the call center again. Note that even if there is handling information, if the notified information described below is stored in the inquiry database, the processing unit 22 does not execute steps S22 and S23.

[0065] Then, the processing unit 22 stores notification information indicating that the handling information has been notified in the inquiry database (S23). On the other hand, if there is no handling information (S21: No), the processing unit 22 does not execute steps S22 and S23. In this mode, if the trouble with the device 3 has not been resolved, other handling methods can be presented to the user U1, which has the advantage of easily improving the rate at which the trouble with the device 3 is resolved and improving the satisfaction of the user U1.

[0066] In the above embodiment, the processing unit 22 of the call center system 2 outputs the handling information to the information processing terminal 4, but this is not limiting. For example, the output unit 13 of the server 1 may output the handling information to the information processing terminal 4. In this case, the server 1 may store the handling information transmitted in advance from the call center system 2 in the storage unit 14, or may obtain the handling information by making a request to the call center system 2.

[0067] Furthermore, for example, in the above embodiment, the acquisition unit 11 of the management system 100 (here, the acquisition unit 11 of the server 1) may further acquire trouble information indicating the details of the trouble from the device 3 corresponding to the inquiry information acquired by the acquisition unit 11. The trouble information may be, for example, an error code. In this aspect, the device 3 may transmit the trouble information, such as the error code, to the server 1 when transmitting the device information to the server 1. Then, the output unit 13 of the management system 100 (here, the output unit 13 of the server 1) may transmit the trouble information to the call center system 2 when transmitting the determination result to the call center system 2. In other words, the output unit 13 may further output the trouble information acquired by the acquisition unit 11. This aspect has the advantage that the CS carrier can easily analyze whether the trouble of the device 3 has been resolved by the proposed solution by referring to the trouble information.

[0068] Furthermore, for example, in the above embodiment, the trouble with the device 3 is a trouble related to the connection of the device 3 to the network N1, but this is not limited to this. For example, the trouble with the device 3 may be a trouble such as a failure of a part of the function of the device 3. In this case, the device 3 can transmit device information including a log indicating whether the function related to the inquired trouble has been restored to the server 1. In this aspect, the determination unit 12 of the management system 100 (here, the determination unit 12 of the server 1) can determine whether the trouble with the device 3 has been resolved by referring to the log acquired from the device 3.

[0069] Furthermore, for example, in the above embodiment, the connection of the device 3 to the network N1 is performed by executing an application in the information processing terminal 4, but this is not limiting. For example, if the device 3 has an input interface for settings, the connection of the device 3 to the network N1 may be performed by the user U1 directly operating the device 3.

[0070] In addition, for example, in the above embodiment, the user U1 makes an inquiry to the call center using a telephone function, but this is not limited to this. For example, the user U1 may make an inquiry to the call center by email.

[0071] Furthermore, for example, in the above embodiment, the management system 100 is realized as a plurality of devices, namely, the server 1 and the call center system 2, but it may be realized as a single device. Also, for example, some of the components included in the management system 100 in the above embodiment may be included in the call center. In other words, the present disclosure may be realized by cloud computing or edge computing.

[0072] Furthermore, for example, in the above-described embodiment, all or some of the components of the management system 100 according to the present disclosure may be configured with dedicated hardware, or may be realized by executing a software program suitable for each component. Each component may be realized by a program execution unit such as a CPU (Central Processing Unit) or a processor reading and executing a software program recorded on a recording medium such as an HDD (Hard Disk Drive) or semiconductor memory.

[0073] Furthermore, the components of the management system 100 according to the present disclosure may be configured with one or more electronic circuits. Each of the one or more electronic circuits may be a general-purpose circuit or a dedicated circuit.

[0074] The one or more electronic circuits may include, for example, a semiconductor device, an integrated circuit (IC), or a large-scale integration (LSI). The IC or LSI may be integrated on a single chip or on multiple chips. Although the IC or LSI is referred to here as an IC or LSI, the name may vary depending on the degree of integration, and may be called a system LSI, a very large-scale integration (VLSI), or an ultra-large-scale integration (ULSI). A field programmable gate array (FPGA), which is programmed after the LSI is manufactured, can also be used for the same purpose.

[0075] Furthermore, the general or specific aspects of the present disclosure may be realized as a system, device, method, integrated circuit, or computer program. Alternatively, the present disclosure may be realized as a computer-readable non-transitory recording medium, such as an optical disc, HDD, or semiconductor memory, on which the computer program is stored. For example, the present disclosure may be realized as a program for causing a computer to execute the management method in the above-described embodiment. Furthermore, the program may be recorded on a computer-readable non-transitory recording medium, such as a CD-ROM, or may be distributed via a communication channel, such as the Internet.

[0076] As described above, the embodiments have been described as examples of the technology in the present disclosure, and for that purpose, the accompanying drawings and detailed description have been provided.

[0077] Therefore, the components shown in the accompanying drawings and detailed description may include not only essential components for solving the problem, but also components that are not essential for solving the problem in order to illustrate the above technology. Therefore, the fact that these non-essential components are shown in the accompanying drawings or detailed description should not be interpreted as immediately indicating that these non-essential components are essential.

[0078] Furthermore, since the above-described embodiments are intended to illustrate the technology of the present disclosure, various modifications, substitutions, additions, omissions, etc. may be made within the scope of the claims or their equivalents.

[0079] (Summary) As described above, the management system 100 according to the first aspect includes the acquisition unit 11, the determination unit 12, and the output unit 13. The acquisition unit 11 acquires inquiry information related to an inquiry about a problem with the device 3. After the inquiry, the determination unit 12 determines whether the problem has been resolved based on whether or not there is device information that can be transmitted via the network N1 from the device 3 corresponding to the inquiry information acquired by the acquisition unit 11. The output unit 13 outputs the determination result of the determination unit 12.

[0080] According to this, after an inquiry, a determination result as to whether or not the trouble with the inquired device 3 has been resolved can be output based on whether or not there is device information that can be transmitted from the inquired device 3, which has the advantage that by checking the determination result, it is easy to know whether or not the trouble with the inquired device 3 has been resolved.

[0081] In the management system 100 according to the second aspect, the trouble in the first aspect is trouble relating to the connection of the device 3 to the network N1. After the inquiry, the determination unit 12 determines that the trouble has been resolved when device information is acquired from the device 3 corresponding to the inquiry information acquired by the acquisition unit 11.

[0082] This has the advantage that it is easy to determine that a problem has been solved regarding the connection of device 3 to network N1, since it can be determined that the problem has been solved by obtaining device information from device 3 corresponding to the inquiry information.

[0083] In the management system 100 according to the third aspect, in the first or second aspect, the trouble is trouble relating to the connection of the device 3 to the network N1. If a predetermined time has passed since the inquiry without the device information being acquired from the device 3 corresponding to the inquiry information acquired by the acquisition unit 11, the determination unit 12 determines that the trouble has not been resolved.

[0084] This has the advantage that it is easy to determine whether a problem has not been solved regarding the connection of device 3 to network N1, since it can be determined that the problem has not been solved based on the duration of time during which device information is not acquired from device 3 corresponding to the inquiry information.

[0085] In addition, in the management system 100 relating to the fourth aspect, in the third aspect, if the judgment unit 12 judges that the trouble has not been resolved, the output unit (processing unit 22 of the call center system 2) outputs handling information indicating a handling method different from the handling method presented at the time of the inquiry to the information processing terminal 4 held by the user U1 who made the inquiry.

[0086] This has the advantage that if the problem with device 3 is not resolved, other solutions can be presented to user U1, which makes it easier to improve the rate at which problems with device 3 are resolved and to improve user U1's satisfaction.

[0087] In addition, in the management system 100 according to a fifth aspect, in any one of the first to fourth aspects, the acquisition unit 11 further acquires trouble information indicating the details of the trouble from the device 3 corresponding to the inquiry information acquired by the acquisition unit 11. The output unit 13 further outputs the trouble information acquired by the acquisition unit 11.

[0088] This has the advantage that the CS carrier can easily analyze whether the problem with the device 3 has been solved by the proposed solution by referring to the problem information.

[0089] In addition, in the management method according to the sixth aspect, inquiry information relating to an inquiry about a problem with a device 3 is acquired (S11). After the inquiry, this management method determines whether the problem has been resolved based on whether device information corresponding to the acquired inquiry information can be transmitted from the device 3 via the network N1 (S12). This management method outputs the determination result (S13, S14).

[0090] According to this, after an inquiry, a determination result as to whether or not the trouble with the inquired device 3 has been resolved can be output based on whether or not there is device information that can be transmitted from the inquired device 3, which has the advantage that by checking the determination result, it is easy to know whether or not the trouble with the inquired device 3 has been resolved.

[0091] The present disclosure is applicable to systems for managing inquiries about equipment troubles, etc.

[0092] REFERENCE SIGNS LIST 1 Server 11 Communication unit (acquisition unit) 12 Determination unit 13 Output unit 14 Storage unit 2 Call center system 21 Communication unit 22 Processing unit 23 Storage unit 3 Device 4 Information processing terminal 41 Communication unit 42 Processing unit 43 Output unit 44 Storage unit 5 Operator terminal 100 Management system Op1 Operator N1 Network U1 User

Claims

1. A management system comprising: an acquisition unit that acquires inquiry information regarding an inquiry about a trouble with an equipment; a determination unit that, after the inquiry, determines whether or not the trouble has been resolved based on the presence or absence of equipment information that can be transmitted from the equipment via a network corresponding to the inquiry information acquired by the acquisition unit; and an output unit that outputs the determination result of the determination unit.

2. The management system of claim 1, wherein the trouble is a trouble related to the connection of the device to the network, and the determination unit determines that the trouble has been resolved if, after the inquiry, device information is acquired from the device corresponding to the inquiry information acquired by the acquisition unit.

3. The management system of claim 1 or 2, wherein the trouble is a trouble related to the connection of the device to the network, and the determination unit determines that the trouble has not been resolved if a predetermined period of time has elapsed since the inquiry without the device information being acquired from the device corresponding to the inquiry information acquired by the acquisition unit following the inquiry.

4. The management system of claim 3, wherein, when the determination unit determines that the trouble has not been resolved, the output unit outputs to the information processing terminal of the user who made the inquiry, handling information indicating a handling method different from the handling method presented at the time of the inquiry.

5. The management system described in claim 1 or 2, wherein the acquisition unit further acquires trouble information indicating the content of the trouble from the device corresponding to the inquiry information acquired by the acquisition unit, and the output unit further outputs the trouble information acquired by the acquisition unit.

6. A management method comprising: acquiring inquiry information regarding an inquiry about a device trouble; determining whether or not the trouble has been resolved based on the presence or absence of device information that can be transmitted from the device via a network corresponding to the acquired inquiry information after the inquiry; and outputting the determination result.

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