Information processing device, information processing method, and program

Abstract

This information processing device (100) comprises: a control unit (110) that performs a process of inputting inquiry information based on an inquiry from a device user to a prediction model that predicts a failure of the device; and a failure information acquisition unit (120) that acquires first information that is a prediction result relating to a failure of the device, the first information being output from the prediction model.

Description

Information processing device, information processing method, and program

[0001] The disclosed technology relates to an information processing technology for processing information related to a device.

[0002] 2. Description of the Related Art Conventionally, there is a technique for processing information about a device and supporting a response to a malfunction that occurs in the device, in which the device transmits information via a network (see Patent Document 1).

[0003] Japanese Patent Application Laid-Open No. 2020-154662

[0004] However, when a device is not connected to a network, the device accepts inquiries from users of the device. The technology described in Patent Document 1 has a problem in that it cannot support responses to inquiries from users.

[0005] The present disclosure is intended to solve the above-mentioned problems, and aims to provide support for responding to inquiries from users.

[0006] The information processing device of the present disclosure is characterized by comprising: a control unit that performs processing to input inquiry information based on an inquiry from an equipment user into a prediction model that makes predictions regarding equipment failures; and a failure information acquisition unit that acquires first information, which is a prediction result regarding equipment failures output from the prediction model.

[0007] The present disclosure provides an advantage of being able to support responses to inquiries from device users.

[0008] FIG. 1 is a diagram illustrating a basic configuration example of an information processing device 100 according to a first embodiment of the present disclosure. FIG. 2 is a diagram illustrating a configuration example of an information processing system 1 (1A) including an information processing device 100A according to a first embodiment of the present disclosure. FIG. 3 is a sequence diagram illustrating an example of processing by the information processing system 1 (1A) including the information processing device 100A according to the first embodiment of the present disclosure. FIG. 4 is a diagram illustrating a configuration example of an information processing system 1B including an information processing device 100B according to a second embodiment of the present disclosure. FIG. 5 is a sequence diagram illustrating an example of processing by the information processing system 1B including the information processing device 100 (100B) according to the second embodiment of the present disclosure. FIG. 6 is a diagram illustrating a configuration example of an information processing system 1 (1C) including an information processing device 100 (100C) according to a third embodiment of the present disclosure. FIG. 7 is a sequence diagram illustrating an example of processing by the information processing system 1 (1C) including the information processing device 100 (100C) according to a third embodiment of the present disclosure. FIG. 8 is a diagram illustrating a configuration example of an information processing system 1 (1D) including an information processing device 100 (100D) according to a fourth embodiment of the present disclosure. FIG. 9 is a sequence diagram showing an example of processing by an information processing system 1 (1D) including an information processing device 100 (100D) according to a fourth embodiment of the present disclosure. FIG. 10 is a diagram showing an example of display on a responder terminal of on-site support information output by the information processing device 100 (100D). FIG. 11 is a diagram showing an example of the configuration of an information processing system 1 (1E) including an information processing device 100 (100E) according to a fifth embodiment of the present disclosure. FIG. 12 is a sequence diagram showing an example of processing by an information processing system 1 (1E) including an information processing device 100 (100E) according to the fifth embodiment of the present disclosure. FIG. 13 is a diagram showing an example of the configuration of an information processing system 1 (1F) including an information processing device 100 (100F) according to a sixth embodiment of the present disclosure. FIG. 14 is a flowchart showing an example of processing by an information processing device 100 (100F) according to the sixth embodiment of the present disclosure. FIG. 15 is a diagram showing an example of the configuration of an information processing system 1 (1G) including an information processing device 100 (100G) according to a seventh embodiment of the present disclosure. Fig. 16 is a flowchart showing an example of processing by the information processing device 100 (100G) according to the seventh embodiment of the present disclosure. Fig. 17 is a diagram showing an example of information used for learning a prediction model in the information processing device of the present disclosure.Fig. 18 is a diagram illustrating a first example of a hardware configuration for realizing the functions of the configuration of the present disclosure. Fig. 19 is a diagram illustrating a second example of a hardware configuration for realizing the functions of the configuration of the present disclosure.

[0009] In order to explain the present disclosure in more detail, embodiments of the present disclosure will be described below with reference to the accompanying drawings.

[0010] Embodiment 1. In embodiment 1, a basic form of the present disclosure will be described. An information processing device of the present disclosure inputs inquiry information based on an external inquiry from a device user into a prediction model and outputs information regarding device failures according to the prediction model. The "device" is not particularly limited as long as it is a device that may fail, and examples include devices in categories such as kitchen appliances, household appliances, air conditioners and air conditioning equipment, housing equipment, video equipment, and car products. Specific examples of devices are given for each of the above categories. Examples of kitchen appliances include refrigerators, electric rice cookers, bread ovens, range grills (microwave ovens), kitchen dryers, induction heating (IH) cooking heaters, and built-in dishwashers. Examples of household appliances include vacuum cleaners, futon dryers, washing machines, and dry batteries. Specific examples of air conditioners and air conditioning equipment include room air conditioners, residential air conditioners, ventilation fans and air purifiers, dehumidifiers, personal humidifiers, electric fans, and air purifiers. Specific examples of residential equipment include residential air conditioners, HEMS (Home Energy Management System)-related equipment, solar power generation system-related equipment, EV power conditioners, induction cooking heaters, built-in dishwashers, Mitsubishi EcoCute water heaters, electric water heaters, heat pump hot and cold water systems, ventilation fans and air purifiers, lighting fixtures, LED light bulbs, and home elevators. Specific examples of video equipment include LCD televisions, projectors, Blu-ray disc recorders, DVD recorders, and displays. Car products include car electronics product information, car navigation system related equipment, ETC 2.0 onboard units, ETC onboard units, drive recorders, car audio, and car speakers.Similarly, the term "equipment" is not particularly limited as long as it is equipment that may malfunction. For example, it may refer to equipment related to categories such as elevators and escalators, building management systems, building security systems, ZEBs (Net Zero Energy Buildings), smart city building solutions, power distribution systems, uninterruptible power supplies, low-voltage power distribution control equipment, power management equipment, transformers and advanced capacitor equipment, high-voltage power distribution control equipment, parking systems, air conditioning, ventilation, and sanitary equipment, low-temperature equipment, heat pump water heaters, industrial refrigeration, lighting fixtures and lamps, and solar power generation systems. Furthermore, the term "equipment" may refer to, for example, manufacturing-related equipment used in manufacturing equipment. An "equipment user" is a user of the equipment. A user of the equipment may be any user who makes an inquiry when a malfunction occurs in the equipment, and may include the owner, administrator, or user of the equipment. In this disclosure, an "inquiry" refers to an inquiry about the equipment from an equipment user. The form of the inquiry may include, for example, an inquiry via voice call, an inquiry via voice input, or an inquiry using a form on a website. "Inquiry information" is information indicating the content of an inquiry. The inquiry information is information expressed in a form that can be input into a prediction model to obtain an output. The form of the inquiry information may be any form that does not interfere with the contents of the present disclosure, and the following form examples are possible. The inquiry information is, for example, in the form of text data in which the content of an inquiry regarding a device is converted into text. When the content of an inquiry is converted into text, the inquiry information may be information in which the voice of the inquiry is directly converted into text, information that has been converted into text by a person, or information in which content in natural language that may be a cause of a device failure is vectorized and directional information is added. Alternatively, the inquiry information may be, for example, voice information itself. When the inquiry information is voice information itself, it is, for example, converted into text or further vectorized before being input into a prediction model on the information processing device side.The inquiry information is supplemented with information such as the contact information of the equipment user involved in the inquiry and the address of the site where the equipment is installed. A "prediction model" is a model constructed by learning to receive information about equipment as input and output information about equipment failures. The prediction model may be, for example, a conversational generative AI that receives colloquial inquiry information as input and outputs colloquial information about equipment failures. Alternatively, the prediction model may be, for example, a conversational generative AI that receives non-colloquial inquiry information as input and outputs colloquial information about equipment failures, such as when features are input as information about the equipment. The prediction model may be a pre-constructed model, or may be a model that is constructed by further learning using the prediction results. "Information about equipment failures" is the prediction result obtained by a prediction model. Information about equipment failures includes one or a combination of information such as the faulty part, the faulty location, the cause of the malfunction, or the work content. A faulty part includes a part that is predicted to be faulty or a part that is actually faulty.

[0011] An example configuration of an information processing device according to a first embodiment of the present disclosure will be described. Fig. 1 is a diagram showing an example basic configuration of an information processing device 100 according to a first embodiment of the present disclosure. The information processing device 100 shown in Fig. 1 includes a control unit 110 and a fault information acquisition unit 120.

[0012] The control unit 110 inputs the inquiry information into the prediction model. Specifically, the control unit 110 performs processing to input the inquiry information based on an inquiry from an equipment user into the prediction model that makes predictions regarding equipment failures.

[0013] The failure information acquisition unit 120 acquires information (first information) related to the equipment failure output by the prediction model. Specifically, the failure information acquisition unit 120 acquires the first information, which is the prediction result related to the equipment failure output from the prediction model. The failure information acquisition unit 120 outputs the acquired first information.

[0014] In addition to the above components, the information processing device 100 also includes an overall control unit (not shown), a storage unit (not shown), and a communication unit (not shown). The overall control unit (not shown) controls the entire information processing device 100 and each of its components. The overall control unit (not shown), for example, starts the information processing device 100 in accordance with an external command. The overall control unit (not shown) also starts processing by the information processing device 100 upon receiving information from the outside. The overall control unit (not shown) also controls the state (operating state, such as startup, shutdown, or sleep) of the information processing device 100. The storage unit (not shown) stores data used by the information processing device 100. The storage unit (not shown), for example, stores information received by the information processing device 100. The storage unit (not shown), for example, stores output (output data) from each component of the information processing device 100 and allows the component that requested the data to refer to the component that requested the data. Alternatively, the storage unit (not shown) outputs the data requested by each component to the component that requested the data. The communication unit (not shown) communicates with external devices. For example, communication is performed between the information processing device 100 (100A) and peripheral devices (e.g., a first terminal, a second terminal, and a prediction model unit (prediction model device) described below). For example, when the information processing device 100 and the peripheral devices are not connected by wire, a communication unit (not shown) has a function of communicating between the information processing device 100 and the peripheral devices. Note that the communication unit (not shown) may be integrated with the communication unit 150 (150C, 150D, 150E, 150F, 150G) in the embodiments described below. The overall control unit (not shown), the storage unit (not shown), and the communication unit (not shown) each have the same functions in the embodiments described below.

[0015] The processing of the information processing device 100 will be described later as processing of an information processing device implemented in the following information processing system.

[0016] Next, a configuration example of a system including an information processing device 100 and an external device related to the information processing device 100 will be described. FIG. 2 is a diagram illustrating a configuration example of an information processing system 1 (1A) including an information processing device 100 (100A) according to the first embodiment of the present disclosure. The information processing system 1A illustrated in FIG. 2 is configured to include a first terminal 10 (10A), a second terminal 20 (20A), the information processing device 100A, and a prediction model unit 200 (200A). The information processing device 100A is connected to each of the first terminal 10A, the second terminal 20A, and the prediction model unit 200A so as to be able to communicate with each other, either constantly or temporarily.

[0017] The first terminal 10A is a terminal that receives information indicating the content of an inquiry and outputs the inquiry information. The first terminal 10A is a terminal of an inquiry receiver. The inquiry receiver is a person in charge of receiving inquiries from equipment users. The inquiry receiver is, for example, a telephone staff member at a call center. Alternatively, the first terminal 10A is, for example, a terminal that outputs inquiry information upon receiving a voice inquiry from an equipment user. Alternatively, the first terminal 10A is, for example, a terminal that outputs inquiry information upon receiving an inquiry from an equipment user via a web form. Note that the first terminal 10A is not limited to a dedicated terminal. The first terminal 10A may be configured to operate as an application on a general terminal device.

[0018] The second terminal 20A is a terminal of a responder who goes to the site where the equipment is located to handle the equipment. In the present disclosure, a responder who goes to the site where the equipment is located to handle the equipment includes, but is not limited to, a responder who is moving toward the site where the equipment is located. Furthermore, a responder who goes to the site where the equipment is located to handle the equipment includes, but is not limited to, a responder who is currently handling the equipment. Note that a responder who goes to the site where the equipment is located to handle the equipment can also be referred to as an on-site responder, in the sense of a responder who should handle the equipment at the site. Note that the second terminal 20A is not limited to a dedicated terminal. The second terminal 20A may be configured to operate using an application on a general terminal device.

[0019] When the prediction model unit 200A receives inquiry information, it outputs information (first information) related to the equipment failure. The prediction model unit 200A is configured to include a prediction model 210 (210A). As already explained, the prediction model 210A is a model that is constructed by learning so as to receive inquiry information as input and output information related to the equipment failure. When the prediction model 210A receives inquiry information from the information processing device 100A, it outputs first information, which is a prediction result related to the equipment failure.

[0020] The information processing device 100A uses the inquiry information to obtain a prediction result regarding a device failure. The information processing device 100A shown in Fig. 2 is configured to include a control unit 110 (110A) and a failure information acquisition unit 120 (120A). Note that the information processing device 100A may have the same configuration as the information processing device 100 described above, or may have additional components not shown.

[0021] Similar to the control unit 110 already described, the control unit 110A performs a process of inputting inquiry information based on inquiries from equipment users into a prediction model that predicts equipment failures. A specific example of inquiry information based on inquiries from equipment users will be described. The inquiry information includes, for example, one or more types of information, such as equipment symptoms, equipment performance, seasonal information, regional information, location information, or years of use. "Equipment symptoms" refers to information indicating the condition of the equipment, such as heat generation, error codes, flashing alarm lights (LEDs), and changes in appearance. "Equipment performance" refers to information regarding the performance of the equipment, such as the model (high-end, mid-range), category (large, small), and engine displacement. "Seasonal information" refers to information about the four seasons, such as summer and winter, and information about months, such as January, February, March, and so on. This information takes into account the fact that, for example, in an air conditioner, different parts are overworked during heating and cooling. For example, if the information indicates summer, a prediction result can be output that takes into account factors such as a compressor leaking gas or a circuit board being prone to failure. Also, a prediction result can be output that takes into account factors such as electronic circuit boards being prone to failure in winter. Also, a prediction result can be output that takes into account factors such as dust accumulation throughout the year from March to April or a broken air filter. "Regional information" can be output that takes into account factors such as a coastal area or a cold region. "Location information" can be output that takes into account factors such as whether the appliance faces south or the spacing between outdoor units. "Age of use" can be output that takes into account the number of years since the appliance began operation.

[0022] Similar to the failure information acquisition unit 120 already described, the failure information acquisition unit 120A acquires first information, which is a prediction result regarding a failure of an appliance, output from a prediction model.

[0023] Note that, although the information processing device in the description is basically assumed to be in the form of a server device, the information processing device of the present disclosure may be in the form of a server device, a form included in a first terminal, or a form included in a second terminal. Alternatively, some of the functions of the information processing device of the present disclosure may be distributed as being included in a server device, a form included in a first terminal, or a form included in a second terminal.

[0024] Next, an example of processing by the information processing system 1 (1A) including the information processing device 100A according to the first embodiment of the present disclosure will be described. FIG. 3 is a sequence diagram illustrating an example of processing by the information processing system 1 (1A) including the information processing device 100A according to the first embodiment of the present disclosure. The processing illustrated in FIG. 3 includes an information processing method by the information processing device. For example, by causing a computer to execute the information processing method illustrated in FIG. 3 using a program, the computer can function as an information processing device. For example, in a situation where a device user notices a phenomenon that may indicate a malfunction in the device and makes an inquiry to a call center or the like via voice call, the information processing system 1A illustrated in FIG. 2 starts the processing (step ST1000) illustrated in FIG. 3 when, for example, an inquiry receiver who receives the voice call from the device user operates the first terminal 10A. Alternatively, in a situation where, for example, a device user makes an inquiry using an inquiry form, the information processing system 1A illustrated in FIG. 2 starts the processing (step ST1000) illustrated in FIG. 3 when the first terminal 10A accepts the content of the inquiry.

[0025] The information processing system 1A executes an inquiry reception process. (Step ST1100) In the inquiry reception process, the first terminal 10A in the information processing system 1A receives an operation from the inquiry receiver and acquires information indicating the content of the inquiry. The information processing system 1A then executes a process of requesting a responder (Step ST1110) and an inquiry information output process (Step ST1120). In the process of requesting a responder (Step ST1110), the first terminal 10A of the information processing system 1A outputs information requesting on-site response to the second terminal 20A. Specifically, based on the operation of the inquiry receiver, the first terminal 10A receives a request for a responder to go to the site where the equipment related to the inquiry is located and respond to the equipment. The first terminal 10A sends a request for a responder to go to the site where the equipment related to the inquiry is located. In the inquiry information output process (step ST1120), the first terminal 10A of the information processing system 1A acquires inquiry information indicating the content of the inquiry based on an operation by the inquiry receiver, and outputs the inquiry information to the information processing device 100A. Note that in the process of requesting a responder (step ST1110), the information processing device 100A that has received the inquiry information or another terminal (not shown) may request the second terminal 20A to respond.

[0026] The information processing system 1A executes a process of making a request to a responder (step ST1110), followed by a request reception process. (Step ST1200) In the request reception process, the second terminal 20A of the information processing system 1A receives the dispatch request. The second terminal 20A executes a request notification process following the request reception process (step ST1200). (Step ST1210) In the request notification process, the second terminal 20A uses text, images, or audio to notify the responder who will handle the equipment that a dispatch request has been made.

[0027] Following the inquiry information output process (step ST1120), the information processing system 1A executes an inquiry information acquisition process (step ST1300). In the inquiry information acquisition process, the information processing device 100A of the information processing system 1A receives inquiry information from the first terminal 10A. The information processing device 100A receives, from the first terminal 10A, inquiry information indicating the status of a device, for example, related to a malfunction of the device.

[0028] Following the inquiry information acquisition process (step ST1300), the information processing system 1A executes a prediction process (step ST1400). In the prediction process, the information processing device 100A of the information processing system 1A inputs the inquiry information to the prediction model 210A and acquires the prediction result output from the prediction model 210A. The information processing device 100A acquires information related to equipment failure as the prediction result. Specifically, for example, the information processing device 100A acquires information related to a part of the equipment that is thought to have failed.

[0029] The information processing system 1A then executes a first information output process (Step ST1430) In the first information output process, the information processing device 100A of the information processing system 1A outputs the first information as a prediction result to the second terminal 20A.

[0030] The information processing system 1A then executes the first information acquisition process (step ST1510). In the first information acquisition process, the second terminal 20A of the information processing system 1A acquires the first information output by the information processing device 100A.

[0031] The information processing system 1A then executes a first information presentation process (step ST1511). In the first information presentation process, the second terminal 20A of the information processing system 1A presents the acquired first information in the form of text, images, or audio. For example, the second terminal 20A presents candidate parts that are thought to be broken in the device together with the part model numbers.

[0032] When the second terminal 20A presents the first information, the information processing system 1A then ends the process shown in FIG. 3 (step ST1000).

[0033] Next, an example of processing by an information processing device will be described. Note that the following description partially overlaps with the processing of the information processing system described above. The processing by the information processing device shown in FIG. 3 is an information processing method by the information processing device. For example, by causing a computer to execute this information processing method using a program, the computer can function as an information processing device. For example, the information processing devices 100 and 100A shown in FIGS. 1 and 2 start the processing shown in FIG. 5 upon receiving information from an external device. Specifically, for example, the information processing devices 100 and 100A start the processing upon receiving inquiry information from a first terminal. The information processing devices 100 and 100A have substantially the same configuration and perform substantially the same processing, except that the information processing device 100 is a standalone device and the information processing device 100A is a device incorporated into the information processing system 1A. Therefore, the processing will be described below assuming that the information processing device 100A is the information processing device.

[0034] The information processing device 100A then executes an inquiry information input process (step ST1410). In the inquiry information input process, the control unit 110A of the information processing device 100A inputs inquiry information based on an inquiry from an equipment user to the prediction model 210A that makes predictions regarding equipment failures.

[0035] The information processing device 100A then executes a malfunction information acquisition process (first information acquisition process). (Step ST1420) In the malfunction information acquisition process, the malfunction information acquisition unit 120A of the information processing device 100A acquires first information, which is a prediction result regarding a device malfunction, output from the prediction model 210A. The malfunction information acquisition unit 120A outputs the acquired first information. The malfunction information acquisition unit 120A outputs the first information to, for example, a second terminal. The information processing device 100A then terminates the process.

[0036] The contents of this embodiment make it possible to provide support for responding to malfunctions occurring in equipment with greater accuracy than in the past. Furthermore, even when the equipment is not connected to a network and information about abnormalities in the equipment cannot be acquired, it is possible to provide support for responding to malfunctions occurring in the equipment with greater accuracy than in the past. Furthermore, phenomena that have not been categorized in advance can be used as features for the content of inquiries, making it possible to provide support for responding to malfunctions occurring in equipment with greater accuracy than in the past. As a result, for example, since it is possible to infer a faulty part with high accuracy, it is possible to reduce the number of times that responders are dispatched to the site where the equipment is located to troubleshoot the equipment.

[0037] This embodiment shows an example of the following configuration: An information processing device comprising: a control unit that performs processing to input inquiry information based on an inquiry from an equipment user into a prediction model that makes predictions regarding equipment failures; and a failure information acquisition unit that acquires first information that is a prediction result regarding equipment failures output from the prediction model. As a result, the present disclosure has an effect of providing an information processing device that makes it possible to support responses to inquiries from equipment users.

[0038] This embodiment provides an example of the following configuration: An information processing method by an information processing device, wherein a control unit of the information processing device performs processing to input inquiry information based on an inquiry from an equipment user into a prediction model that makes predictions regarding equipment failures, and a failure information acquisition unit of the information processing device acquires first information that is a prediction result regarding the equipment failure output from the prediction model. As a result, the present disclosure has an effect of providing an information processing method that makes it possible to support responses to inquiries from equipment users.

[0039] This embodiment provides an example of the following configuration: A program for causing a computer to execute the following processes: inputting inquiry information based on an inquiry from an equipment user into a prediction model that makes a prediction regarding an equipment failure; and acquiring first information that is a prediction result regarding the equipment failure output from the prediction model. This provides an effect of providing a program that enables support for responding to inquiries from equipment users.

[0040] Embodiment 2. In the above-described embodiment 1, an example of a configuration was described in which information regarding a device failure is obtained using inquiry information based on an inquiry from a device user. Embodiment 2 describes an example of a more detailed configuration of the configuration according to embodiment 1. More specifically, in embodiment 2, an example of a configuration is described in which information regarding a device failure is obtained using inquiry supplement information that supplements the content of the inquiry. In embodiment 2, among the components according to embodiment 2, components that are similar to the components according to embodiment 1 already described are given the same names and similar reference numerals (with some modifications), and duplicated explanations are omitted as appropriate.

[0041] Next, a configuration example of an information processing system including an information processing device according to embodiment 2 will be described. Fig. 4 is a diagram showing a configuration example of an information processing system 1B including an information processing device 100 (100B) according to embodiment 2 of the present disclosure. The information processing system 1 (1B) shown in Fig. 4 includes a first terminal (terminal of an inquiry receiver) 10 (10B), a second terminal (terminal of a responder who goes to a site where the equipment is located and responds to the equipment) 20 (20B), the information processing device 100B, and a prediction model unit 200 (200B).

[0042] The first terminal 10B is a terminal that receives information indicating the content of an inquiry and outputs the inquiry information. The first terminal 10B is a terminal of an inquiry receiver. The inquiry receiver is a person in charge of receiving inquiries from device users. The inquiry receiver is, for example, a call center telephone staff member. Alternatively, the first terminal 10B is a terminal that outputs inquiry information upon receiving, for example, a voice inquiry from a device user. Alternatively, the first terminal 10B is a terminal that outputs inquiry information upon receiving, for example, an inquiry from a device user via a web form. Furthermore, the first terminal 10B is a terminal that can receive and output supplemental inquiry information that supplements the content of an inquiry. Specifically, for example, if the information indicating the content of the received inquiry includes supplemental inquiry information, the first terminal 10B outputs the supplemental inquiry information in a form that is included in the inquiry information. That is, in this case, the inquiry information includes, for example, device symptoms, device performance, and further supplemental inquiry information. If the information indicating the content of the received inquiry does not include supplemental inquiry information, the first terminal 10B outputs inquiry information without the supplemental inquiry information. In this case, the first terminal 10B can acquire supplemental inquiry information, separate from the inquiry information, by accepting an input operation by the inquiry receiver, and output the supplemental inquiry information. Note that the first terminal 10B is not limited to a dedicated terminal. The first terminal 10B may be configured to operate as an application on a general terminal device.

[0043] The second terminal 20B is a terminal of a responder who goes to the site where the equipment is located to deal with the equipment. The second terminal 20B receives and acquires the first information as a prediction result output from the information processing device 100B. In the present disclosure, a responder who goes to the site where the equipment is located to deal with the equipment includes, but is not limited to, a responder who is moving toward the site where the equipment is located. Furthermore, a responder who goes to the site where the equipment is located to deal with the equipment includes, but is not limited to, a responder who is currently dealing with the equipment. Note that a responder who goes to the site where the equipment is located to deal with the equipment can also be referred to as an on-site responder, in the sense of a responder who should deal with the equipment at the site. Note that the second terminal 20B is not limited to a dedicated terminal. The second terminal 20B may be configured to run an application on a general terminal device.

[0044] When the prediction model unit 200B receives inquiry information, or inquiry information and supplemental inquiry information, it outputs information (first information) related to an equipment failure. The prediction model unit 200B can also receive only supplemental inquiry information. When only supplemental inquiry information is received, the prediction model unit 200B outputs information (first information) related to an equipment failure using the supplemental inquiry information as input. The prediction model unit 200B shown in FIG. 4 includes a prediction model 210 (210B). The prediction model 210B is a model that is trained and constructed to receive inquiry information, inquiry information and supplemental inquiry information, or supplemental inquiry information, and output information related to an equipment failure. When the prediction model 210B receives either inquiry information, inquiry information and supplemental inquiry information, or supplemental inquiry information from the control unit 110B of the information processing device 100B, it outputs first information as a prediction result related to an equipment failure.

[0045] The information processing device 100B shown in FIG. 4 includes an inquiry information acquisition unit 130 (130B), a supplemental information acquisition unit 140 (140B), a control unit 110 (110B), and a malfunction information acquisition unit 120 (120B).

[0046] The inquiry information acquisition unit 130B acquires inquiry information. For example, in a system that accepts inquiries via telephone, if the inquiry is made via a voice call from an equipment user, the inquiry information acquisition unit 130B acquires the inquiry information via the first terminal 10B, which is the terminal of the inquiry recipient that makes the voice call with the equipment user. The inquiry information is text data in which the content of the inquiry from the equipment user has been converted into text. The inquiry information includes information indicating the symptoms of the equipment. Alternatively, the inquiry information includes information indicating the performance of the equipment. The first terminal 10B further adds contact information for the responder (the responder who will head to the site) to the inquiry information.

[0047] The supplemental information acquisition unit 140B acquires supplemental inquiry information, which is information that supplements the inquiry. The "supplemental inquiry information" is information that supplements the content of the inquiry indicated in the inquiry information. For example, the supplemental inquiry information includes at least one of the age of the device, seasonal information, and regional information. The supplemental inquiry information may or may not be included in the inquiry information. The supplemental inquiry information acquisition unit 140B is configured to acquire the supplemental inquiry information in either case. When the supplemental inquiry information is included in the inquiry information, the supplemental information acquisition unit 140B acquires the inquiry information from, for example, the first terminal 10B. If the supplemental inquiry information (e.g., age of the device, seasonal information, or regional information) is determined to be included in the inquiry information, the supplemental inquiry information is extracted from the inquiry information to acquire the supplemental inquiry information. When the supplemental inquiry information is not included in the inquiry information, the supplemental inquiry information acquisition unit 140B can acquire the supplemental inquiry information from the first terminal 10B or from a terminal other than the first terminal 10B. For example, the supplemental information acquisition unit 140B acquires supplemental inquiry information output separately from the inquiry information from the first terminal 10B. Alternatively, for example, when the supplemental information acquisition unit 140B acquires the inquiry information from the first terminal 10B, it acquires the supplemental inquiry information by referring to an internal or external information source (not shown). Specifically, for example, when the supplemental information acquisition unit 140B acquires the inquiry information, it acquires the current date and acquires information about the season from the current date as the supplemental inquiry information.

[0048] Similar to the control unit 110A described above, the control unit 110B performs a process of inputting inquiry information based on an inquiry from an equipment user into a prediction model that makes predictions regarding equipment failures. The control unit 110B also performs a process of inputting inquiry supplemental information along with the inquiry information into the prediction model 210B that makes predictions regarding equipment failures. Specifically, the control unit 110B acquires the inquiry information output by the inquiry information acquisition unit 130B and acquires the inquiry supplemental information output by the supplemental information acquisition unit 140B. The control unit 110B also performs a process of inputting the inquiry information and the inquiry supplemental information into the prediction model unit 200B. The control unit 110B also notifies the failure information acquisition unit 120B of the contact information (second terminal) of the responder included in the inquiry information. The control unit 110B may also perform a process of inputting only the inquiry supplemental information into the prediction model 210B that makes predictions regarding equipment failures.

[0049] Similar to the already-described failure information acquisition units 120 and 120A, the failure information acquisition unit 120B acquires first information, which is a prediction result regarding a device failure, output from the prediction model 210. The failure information acquisition unit 120B outputs the first information to the second terminal 20B via a communication unit (not shown) or a communication unit in an embodiment described later, in accordance with the contact information of the responder (second terminal) included in the inquiry information or an instruction from the first terminal 10B.

[0050] 4 shows an example of a configuration including all of the components described in the first embodiment, but the information processing device 100B may be configured not to include the components of the embodiments described so far, as long as the functions added in this embodiment can be realized. Alternatively, the information processing device 100B may be configured to include some of the components of the embodiments described so far, but not include other components.

[0051] Next, an example of processing by an information processing system and an information processing device will be described. Fig. 5 is a sequence diagram showing an example of processing by an information processing system 1B including an information processing device 100 (100B) according to a second embodiment of the present disclosure. The processing shown in Fig. 5 includes an information processing method by the information processing device. For example, by causing a computer to execute the information processing method included in Fig. 5 using a program, the computer can be made to function as an information processing device.

[0052] First, for example, in a situation where an equipment user notices a phenomenon that may indicate a malfunction in the equipment and makes an inquiry to a call center or the like by voice call, the information processing system 1B shown in Fig. 4 starts the process (step ST2000) shown in Fig. 5 when, for example, an inquiry receiver who receives the voice call from the equipment user operates the first terminal 10B. Alternatively, for example, in a situation where an equipment user makes an inquiry using an inquiry form, the information processing system 1B shown in Fig. 4 starts the process (step ST2000) shown in Fig. 5 when the first terminal 10B accepts the contents of the inquiry.

[0053] The information processing system 1B then executes an inquiry reception process. (Step ST2100) In the inquiry reception process, the first terminal 10B in the information processing system 1B receives an operation from the inquiry receiver and acquires information indicating the content of the inquiry. Here, the information processing system 1B may then perform a process of requesting a responder, as in the first embodiment described above. Detailed description will be omitted in this embodiment.

[0054] Next, the information processing system 1B executes a process for outputting inquiry supplemental information. (Step ST2120) In the process for outputting inquiry supplemental information (step ST2120), the first terminal 10B of the information processing system 1B outputs, to the information processing device 100B, inquiry information including inquiry supplemental information that supplements the content of the inquiry, based on an operation by the inquiry receiver. In this description, a case will be described in which the inquiry supplemental information is included in the inquiry information, but the inquiry supplemental information may also be output separately from the inquiry information.

[0055] Following the inquiry information supplemental output process (step ST2120), the information processing system 1B executes inquiry supplemental information acquisition process (step ST2300). In the inquiry supplemental information acquisition process, the information processing device 100B of the information processing system 1B accepts inquiry supplemental information from the first terminal 10B.

[0056] The information processing system 1B then executes a prediction process (Step ST2400). In the prediction process, the information processing device 100B of the information processing system 1B inputs the supplemental inquiry information to the prediction model 210B and obtains the prediction result output from the prediction model 210B.

[0057] The information processing system 1B then executes a first information output process (Step ST2430) In the first information output process, the information processing device 100B of the information processing system 1B outputs the first information as a prediction result to the second terminal 20B.

[0058] The information processing system 1B then executes the first information acquisition process (step ST2520). In the first information acquisition process, the second terminal 20B of the information processing system 1B acquires the first information output by the information processing device 100B.

[0059] The information processing system 1B then executes a first information presentation process (step ST2521). In the first information presentation process, the second terminal 20B of the information processing system 1B uses the acquired first information to present it using text, an image, or audio.

[0060] When second terminal 20B presents the first information, information processing system 1B then ends the process shown in FIG. 5 (step ST2000).

[0061] Next, a detailed example of the processing of the information processing device will be described. Specifically, a processing example will be described when inquiry information includes inquiry supplemental information. Note that the following description partially overlaps with the processing of the information processing system described above. The information processing device 100B shown in FIG. 4 starts the processing shown in FIG. 5 when it receives information from an external device. Specifically, for example, the information processing device 100B starts the processing when it receives inquiry information from an external first terminal 10B.

[0062] The information processing device 100B executes a process for acquiring inquiry supplemental information. (Step ST2300) In the process for acquiring inquiry supplemental information (step ST2300), the inquiry information acquisition unit 130B of the information processing device 100B acquires inquiry information via the first terminal 10B, which is the terminal of the inquiry receiver that performs a voice call with the device user. Furthermore, the supplemental information acquisition unit 140B of the information processing device 100B acquires inquiry supplemental information from the first terminal 10B. The supplemental information acquisition unit 140B acquires the inquiry supplemental information, which is information that supplements the inquiry. Specifically, for example, the supplemental information acquisition unit 140B determines whether the inquiry information acquired from the first terminal 10B includes inquiry supplemental information such as information about the season, information about the number of years of use, and information about the region. If the supplemental information acquisition unit 140B determines that the inquiry information includes inquiry supplemental information, it extracts and acquires the inquiry supplemental information.

[0063] Information processing device 100B executes inquiry information input processing. (Step ST2410) In the inquiry information input processing, control unit 110B of information processing device 100B inputs the inquiry information, the inquiry information and inquiry supplement information, or the inquiry supplement information to prediction model 210B of prediction model unit 200B. Control unit 110B notifies failure information acquisition unit 120B of the contact information of the person in charge (second terminal 20B) included in the inquiry information.

[0064] The information processing device 100B executes a malfunction information acquisition process (first information acquisition process). (Step ST2420) In the malfunction information acquisition process, the malfunction information acquisition unit 120B of the information processing device 100B acquires first information, which is a prediction result output from the prediction model 210B of the prediction model unit 200B.

[0065] Information processing device 100B executes first information output processing. (Step ST2430) In the first information output processing, malfunction information acquisition unit 120B of information processing device 100B outputs first information. Malfunction information acquisition unit 120B transmits the first information to second terminal 20B, which is the contact address of the person in charge notified by control unit 110B.

[0066] After transmitting the first information, the information processing device 100B then ends the process.

[0067] The present embodiment enables more accurate support for responding to malfunctions occurring in equipment than conventional methods. Furthermore, even when the equipment is not connected to a network and information about abnormalities in the equipment cannot be obtained, more accurate support for responding to malfunctions occurring in the equipment can be provided. Furthermore, phenomena that have not been previously categorized can be used as features in the inquiry content, enabling more accurate support for responding to malfunctions occurring in the equipment than conventional methods. Furthermore, by inputting supplemental information that is not necessarily included in the inquiry content into a prediction model as supplemental inquiry information, it becomes possible to infer the faulty part based on the regionality, seasonality, age of the faulty part, etc. of the faulty part. Specifically, for example, if the supplemental inquiry information is information indicating the regionality of a coastal area (e.g., the name of a region, prefecture, or place in the coastal area), it becomes easier to obtain inference results regarding faults specific to coastal areas, and information on faults specific to coastal areas can be provided. For example, if the supplemental inquiry information is information indicating a cold region (e.g., the name of a region, prefecture, or place in the cold region), it is easier to obtain inference results related to failures specific to cold regions, and information about failures specific to cold regions can be provided. For example, if the supplemental inquiry information is information indicating a summer season, it is easier to obtain inference results related to failures that tend to occur in summer, and information about failures that tend to occur in summer, such as a gas leak in a compressor for an air conditioner or a circuit board failure, can be provided. For example, if the supplemental inquiry information is information indicating a winter season, it is easier to obtain inference results related to failures that tend to occur in winter, and information about failures that tend to occur in winter, such as a circuit board failure for an air conditioner, can be provided. For example, if the supplemental inquiry information is information indicating a winter season, such as March and April, it is easier to obtain inference results related to failures that tend to occur from March to April, and information about failures caused by dust accumulated throughout the year or a broken air filter can be provided.Furthermore, for example, if the supplemental inquiry information is information indicating the number of years of use of the equipment, it becomes easier to obtain inference results regarding failures due to aging of parts according to the number of years of use, and information regarding failures according to the number of years of use can be provided. Specifically, if the number of years of use is five, it becomes easier to obtain inference results regarding failures of parts whose average lifespan is five years, and information regarding failures of parts that have reached the end of their average lifespan can be provided. As a result, for example, since it is possible to infer the faulty part with high accuracy, it becomes possible to reduce the number of times responders are dispatched to the site where the equipment is located to troubleshoot the equipment.

[0068] This embodiment further illustrates an exemplary configuration as follows: The information processing device is characterized in that the inquiry information is text data in which the content of the inquiry from the device user has been converted into text. This provides an effect that the present disclosure can provide an information processing device that can be applied to a system that accepts text data input from a device user via a form, a system that converts speech from a device user into text, or a system that accepts text data that has been converted into text by an inquiry receiver at a call center, for example. Furthermore, the present disclosure achieves the same effect as the above by applying the above configuration to an information processing system, the information processing method, or the program. Furthermore, the configuration of the present disclosure can be applied to all embodiments of this embodiment, and achieves the same effect as the above.

[0069] This embodiment further illustrates the following exemplary configuration: The information processing device is characterized in that the inquiry is an inquiry made by voice call from the device user, and further includes an inquiry information acquisition unit that acquires the inquiry information via a first terminal that is a terminal of an inquiry recipient that conducts a voice call with the device user. This provides an effect of providing an information processing device that, in a system that accepts inquiries by telephone, enables more accurate support for dealing with a malfunction that has occurred in a device than in the past. Furthermore, the present disclosure provides the same effect as the above by applying the above configuration to an information processing system, the information processing method, or the program. Furthermore, the configuration of the present disclosure can be applied to all of the embodiments of this embodiment, and provides the same effect as the above.

[0070] This embodiment further provides an example of the following configuration: An information processing device, characterized in that the inquiry information includes information indicating a symptom of the device. As a result, the present disclosure further provides an effect of providing an information processing device that enables support for responding to inquiries about the symptoms of the device with greater accuracy than conventional methods. Furthermore, by applying the above configuration to an information processing system, the above information processing method, or the above program, the present disclosure achieves the same effect as the above. Furthermore, the configuration of the present disclosure can be applied to all embodiments of this embodiment, and achieves the same effect as the above.

[0071] This embodiment further provides an exemplary embodiment of the following configuration: An information processing device, characterized in that the inquiry information includes information indicating device performance. As a result, the present disclosure further provides an effect of providing an information processing device that enables support for responding to inquiries about device performance with greater accuracy than conventional methods. Furthermore, the present disclosure achieves the same effect as the above by applying the above configuration to an information processing system, the information processing method, or the program. Furthermore, the configuration of the present disclosure can be applied to all embodiments of this embodiment, and achieves the same effect as the above.

[0072] This embodiment further provides an example of the following configuration: An information processing device further including a supplemental information acquisition unit that acquires inquiry supplemental information, which is information that supplements the inquiry, wherein the control unit inputs the inquiry supplemental information into the prediction model. This provides an advantage that the present disclosure can provide an information processing device that can use information not included in the content of the inquiry and more accurately support responses to malfunctions that have occurred in equipment. Furthermore, by applying the above configuration to an information processing system, the information processing method, or the program, the present disclosure provides the same effect as the above. Furthermore, the configuration of the present disclosure can be applied to all embodiments of this embodiment, and provides the same effect as the above.

[0073] This embodiment further provides the following exemplary configuration. The information processing device is characterized in that the supplemental inquiry information is at least one of the age of the device, seasonal information, and regional information. This provides an advantageous effect of providing an information processing device that enables more accurate support for dealing with malfunctions occurring in a device by using information related to device failures. Specifically, when the supplemental inquiry information is the age of the device, an inference result regarding a malfunction due to aging of parts according to the age of the device can be easily obtained, and information regarding malfunctions according to the age of the device can be provided. Furthermore, when the supplemental inquiry information is information regarding the season, an inference result regarding a malfunction that is likely to occur in each season can be easily obtained, and information regarding malfunctions that are likely to occur in each season can be provided. Furthermore, when the supplemental inquiry information is information regarding the region, an inference result regarding a malfunction according to conditions according to the characteristics of each region can be easily obtained, and information regarding malfunctions that are likely to occur in each region can be provided. Furthermore, when the supplemental inquiry information is information regarding the region, an inference result regarding a malfunction that is in accordance with conditions according to the characteristics of each region can be easily obtained, and information regarding malfunctions that are likely to occur in each region can be provided. Furthermore, the present disclosure provides the same advantageous effect as the above by applying the above configuration to an information processing system, the information processing method, or the program. Furthermore, the configuration of the present disclosure can be applied to all of the embodiments of the present invention, and provides the same effects as those described above.

[0074] Embodiment 3. In the above-described embodiment 1, an example of a configuration was described in which information regarding a device failure is acquired using inquiry information based on an inquiry from a device user. Also, in the above-described embodiment 2, an example of a configuration was described in which information regarding a device failure is acquired using inquiry supplement information that supplements the inquiry from the device user. Embodiment 3 describes an example of providing further on-site support using on-site information. More specifically, in embodiment 3, an example of a configuration is described in which information regarding a device failure is acquired using on-site information from a responder who goes to the site where the device is located and responds to the device. In embodiment 3, among the components according to embodiment 3, components that are similar to the components according to embodiment 1 or embodiment 2 already described are given the same names and similar reference numerals (with some modifications), and duplicated explanations are omitted as appropriate.

[0075] A configuration example of a system including an information processing device according to embodiment 3 will be described. Fig. 6 is a diagram illustrating a configuration example of an information processing system 1 (1C) including an information processing device 100 (100C) according to embodiment 3 of the present disclosure. The information processing system 1C illustrated in Fig. 6 includes a first terminal (terminal of an inquiry receiver) 10 (10C), a second terminal (terminal of a responder who goes to a site where the equipment is located and responds to the equipment) 20 (20C), the information processing device 100 (100C), and a prediction model unit 200 (200C).

[0076] The first terminal 10C is a terminal of an inquiry receiver that has the same functions as the first terminal 10B already described.

[0077] The second terminal 20C is a terminal of a responder who goes to the site where the equipment is located to respond to the equipment, and has the same functions as the second terminal 20B. The second terminal 20C further accepts operations from the responder, outputs site information, which is information about the equipment, and transmits it to the information processing device 100C. The "site information" is information including the status of the equipment at the site where the equipment is installed. The site information is preferably information that was not included in the inquiry information and the supplemental inquiry information based on an inquiry from the equipment user. Specifically, for example, the site information is information that was not included in the inquiry from the equipment user and that the responder at the site obtains by checking the status or installation status of the equipment. More specifically, for example, if the responder's work is not completed during the first dispatch, the site information can be information obtained by the responder during the first dispatch. By adopting such site information, the accuracy of response support during subsequent dispatches can be further improved. The site information may be categorized in advance. That is, the responder may select the site information from pre-categorized items. In this case, the second terminal 20C presents information indicating multiple types of status, accepts an operation by the responder, selects a category that is closest to the status of the on-site device, and transmits the selected category as on-site information to the information processing device 100C. The second terminal 20C receives and acquires the second information output from the information processing device 100C as a prediction result for the on-site information.

[0078] In addition to the prediction model unit 200B already described, the prediction model unit 200C receives on-site information, which is information about equipment, and outputs information about equipment failure (second information). The prediction model unit 200C shown in FIG. 6 is configured to include a prediction model 210 (210C). Like the prediction model 210B, the prediction model 210C is a model that is trained and constructed to receive inquiry information, or inquiry information and supplemental inquiry information, as input, and output information about equipment failure. When the prediction model 210B receives inquiry information, inquiry information and supplemental inquiry information, or supplemental inquiry information, from the control unit 110B of the information processing device 100B, the prediction model 210B outputs a prediction result about equipment failure as first information. Furthermore, the prediction model 210C is a model that is trained and constructed to receive on-site information, which is information about equipment, as input, and output information about equipment failure. When the prediction model 210C receives on-site information, which is information about equipment, from the control unit 110C of the information processing device 100C, the prediction model 210C outputs a prediction result about equipment failure as second information.

[0079] In addition to the information processing device 100B already described, the information processing device 100C receives as input on-site information, which is information related to the equipment, and outputs second information indicating a prediction result regarding an equipment failure. The information processing device 100C shown in FIG. 6 is configured to include a control unit 110 (110C), a failure information acquisition unit 120 (120C), an inquiry information acquisition unit 130 (130C), a supplemental information acquisition unit 140 (140C), and a communication unit 150 (150C). The inquiry information acquisition unit 130C is similar to the inquiry information acquisition unit 130 (130B) already described. The supplemental information acquisition unit 140C is similar to the supplemental information acquisition unit 140 (140B) already described.

[0080] The communication unit 150C has a communication function. Communication is the transmission or reception of information inside and outside the device, and can also be expressed as the reception or output of information. The communication unit 150C receives on-site information, which is information about the equipment, from a second terminal, which is the terminal of a responder who responds to the equipment at the site where the equipment is located. The communication unit 150C also outputs second information, which indicates the prediction result regarding the equipment failure output from the prediction model 210C, to the second terminal 20C.

[0081] In addition to the functions of the control unit 110B already described, the control unit 110C performs processing to input the site information received by the communication unit 150C into the prediction model 210C.

[0082] The malfunction information acquisition unit 120C acquires second information, which is the prediction result output from the prediction model 210C. The malfunction information acquisition unit 120C outputs the second information to the contact information (second terminal) of the responder included in the inquiry information or to the second terminal 20C via the communication unit 150C in accordance with an instruction from the first terminal 10C.

[0083] 6 shows an example of a configuration including all of the components described in the embodiments so far, but the information processing device 100C may be configured not to include the components of the embodiments so far described, as long as the functions added in this embodiment can be realized. Alternatively, the information processing device 100C may be configured to include some of the components of the embodiments so far described, but not include other components.

[0084] Next, a processing example in the information processing system will be described. Fig. 7 is a sequence diagram showing an example of processing in the information processing system 1 (1C) including the information processing device 100 (100C) according to the third embodiment of the present disclosure. For example, the information processing system 1C shown in Fig. 6 starts the processing shown in Fig. 7 when it receives, via a second terminal, an operation from a responder who goes to a site where the equipment is located and responds to the equipment.

[0085] The information processing system 1C then executes a site information reception process (step ST3230). In the site information reception process, the second terminal 20C of the information processing system 1C receives an operation from a responder who is at the site where the equipment is located and responds to the equipment, acquires the site information, and outputs the site information to the information processing device 100C (step ST3231). The site information is, for example, information that was not included in an inquiry from an equipment user, and is information that the responder at the site can obtain by checking the status or installation status of the equipment. The site information also includes the responder's contact information (second terminal).

[0086] The information processing system 1C then executes a site information acquisition process (Step ST3300). In the site information acquisition process, the information processing device 100C of the information processing system 1C acquires the site information output by the second terminal 20C.

[0087] The information processing system 1C then executes a prediction process (step ST3400). In the prediction process, the information processing device 100C of the information processing system 1C inputs the site information to the prediction model 210C of the prediction model unit 200C, and acquires the prediction result output from the prediction model 210C.

[0088] The information processing system 1C then executes a second information output process (step ST3430). In the second information output process, the information processing device 100C of the information processing system 1C outputs the second information as a prediction result to the contact information (second terminal) of the responder included in the on-site information.

[0089] The information processing system 1C then executes the second information acquisition process (Step ST3530). In the second information acquisition process, the second terminal 20C of the information processing system 1C acquires the second information output by the information processing device 100C.

[0090] The information processing system 1C then executes the second information presentation process (step ST3531). In the second information presentation process, the second terminal 20C of the information processing system 1C presents the acquired second information by text, image, or sound.

[0091] When the second terminal 20C presents the second information, the information processing system 1C then ends the processing shown in FIG.

[0092] Next, an example of processing by an information processing device will be described. Note that the following description partially overlaps with the processing of the information processing system described above. The processing shown in FIG. 7 is an information processing method by an information processing device. For example, by having a computer execute this information processing method using a program, the computer can function as an information processing device. For example, the information processing device 100C shown in FIG. 6 starts the processing shown in FIG. 7 when it receives information from an external device. Specifically, for example, the information processing device 100C starts the processing when it receives on-site information from an external second terminal 20C.

[0093] Next, the information processing device 100C executes a site information acquisition process (step ST3300). In the site information acquisition process, the communication unit 150C of the information processing device 100C receives site information, which is information about the device, from a second terminal, which is a terminal of a responder who is at the site where the device is located and responds to the device.

[0094] The information processing device 100C then executes a site information input process (Step ST3410). In the site information input process, the control unit 110C of the information processing device 100C executes a process of inputting the site information received by the communication unit 150C into the prediction model 210C.

[0095] The information processing device 100C then executes a malfunction information acquisition process (second information acquisition process). (Step ST3420) In the malfunction information acquisition process, the malfunction information acquisition unit 120C of the information processing device 100C acquires second information, which is a prediction result output from the prediction model 120C. The malfunction information acquisition unit 120C outputs the second information to the second terminal 20C via the communication unit 150C in accordance with the contact information of the responder (second terminal) included in the inquiry information or an instruction from the first terminal 10C.

[0096] Next, information processing device 100C executes second information output processing. (Step ST3430) In the second information output processing, communication unit 150C of information processing device 100C outputs, to second terminal 20C, second information indicating the prediction result regarding the equipment failure output from prediction model 210C.

[0097] After transmitting the second information to the second terminal via the communication unit 150C, the information processing device 100C then ends the processing shown in FIG.

[0098] According to the present disclosure, the accuracy of predictions regarding equipment failures can be improved by using on-site equipment information. For example, the accuracy of inferring faulty parts can be improved. Even if maintenance work is not completed on-site, highly accurate inference results can be obtained by inputting additional on-site information. Conventionally, there was no mechanism for utilizing information obtained by directly checking the status of on-site equipment, and if maintenance was not completed during the initial dispatch, inferences that reflected the status of on-site equipment could not be made. However, with the configuration according to this embodiment, by inputting additional on-site equipment information, information that more accurately represents the status of the equipment can be used, thereby improving the accuracy of inferring faulty parts. As a result, responders such as maintenance inspectors can confirm the accuracy of the provided faulty parts.

[0099] This embodiment further illustrates an exemplary configuration as follows: An information processing device further includes a communication unit that receives on-site information, which is information about the device, from a second terminal that is a terminal of a responder who is at the site where the device is located and responds to the device; the control unit inputs the on-site information received by the communication unit into the prediction model; the failure information acquisition unit acquires second information, which is a prediction result output from the prediction model; and the communication unit outputs the second information to the second terminal. This provides an advantageous effect of providing an information processing device that enables improved accuracy in predicting equipment failures based on on-site conditions. Furthermore, by applying the above configuration to an information processing system, the information processing method, or the program, the present disclosure achieves the same advantageous effect as the above. Furthermore, the configuration of the present disclosure can be applied to all of the embodiments of the present embodiment, achieving the same advantageous effect as the above.

[0100] Embodiment 4. In the above-described embodiment 3, an example of a configuration was described in which information regarding an equipment failure is obtained using on-site information from a responder who goes to the site where the equipment is located to respond to the equipment. Embodiment 4 describes an embodiment in which a responder who goes to the site to respond to the equipment is further supported based on the content of an inquiry from an equipment user. More specifically, embodiment 4 describes an example of a configuration in which inquiry information based on an inquiry from an equipment user is used to obtain information that can support the responder in addition to information regarding the equipment failure. In embodiment 4, among the components according to embodiment 4, components that are similar to the components according to embodiment 1, embodiment 2, or embodiment 3 already described are given the same names and similar reference numerals (with some modifications), and duplicated explanations are omitted as appropriate.

[0101] A configuration example of a system including an information processing device according to embodiment 4 will be described. Fig. 8 is a diagram illustrating a configuration example of an information processing system 1 (1D) including an information processing device 100 (100D) according to embodiment 4 of the present disclosure. The information processing system 1D includes a first terminal (terminal of an inquiry receiver) 10 (10D), a second terminal (terminal of a responder who goes to a site where the equipment is located and responds to the equipment) 20 (20D), the information processing device 100D, and a prediction model unit 200 (200D).

[0102] The first terminal 10D is a terminal of the inquiry receiver, similar to the first terminals 10 (10A, 10B, 10C) already described. The first terminal 10D further has a function of adding information (e.g., a flag) indicating that on-site support information is to be output to the inquiry information or the inquiry information and the inquiry supplement information, and outputting the added information.

[0103] The second terminal 20D, like the second terminal 20 (20A, 20B, 20C) already described, is a terminal for a responder who goes to the site where the equipment is located and responds to the equipment. The second terminal 20D also has a function of receiving and presenting on-site support information. "On-site support information" is information related to an inquiry. The on-site support information is the inquiry information output by the first terminal 10D, or information predicted using the inquiry information and the inquiry supplemental information. The on-site support information is, for example, information that can support the responder in addition to information about the equipment failure. Specifically, the on-site support information may include, for example, an event that can be predicted from the content of the inquiry, a summary of the content of the inquiry, or the content of the inquiry. The event that can be predicted from the content of the inquiry is, for example, information indicating symptoms related to a failure that occurred in a similar device to the inquired device under similar conditions. The summary of the content of the inquiry is, for example, information indicating a summary sentence that summarizes the content of the inquiry from the equipment user. The content of the inquiry is, for example, text data obtained by directly converting the inquiry from the equipment user into text. By presenting such on-site support information to the responder on site via the second terminal 20D, the responder on site can be supported using information other than the information regarding equipment failure in the above-described embodiment.

[0104] The prediction model unit 200D has the function of any one of the prediction model units 200 (200A, 200B, 200C, 200D) already described, and further has the function of outputting on-site support information using inquiry information or inquiry information and inquiry supplemental information. The prediction model unit 200D is configured to include a prediction model 210D and a second prediction model 220 (220D). The prediction model 210D is a prediction model similar to the prediction model 210 (210A, 210B, 210C) already described.

[0105] The second prediction model 220D is a prediction model constructed by learning to receive inquiry information or inquiry information and supplemental inquiry information as input and to output on-site support information. The second prediction model 220D is configured, for example, by an LLM (large-scale language model). For convenience of explanation of this embodiment, the second prediction model 220D is illustrated as being separate from the prediction model 210D, but it may be a prediction model integrated with the prediction model 210D. Furthermore, instead of the second prediction model 220D, the prediction model unit 200D may be configured to include a database that simply associates inquiry information with on-site support information. If the database contains events that can be predicted from the content of the inquiry, the database stores pre-predicted "events that can be predicted from the content of the inquiry."

[0106] The information processing device 100D further outputs on-site support information to the second terminal 20D using the inquiry information, or the inquiry information and the inquiry supplemental information. The information processing device 100D shown in FIG. 12 includes a control unit 110 (110D), a malfunction information acquisition unit 120 (120D), an inquiry information acquisition unit 130 (130D), a supplemental information acquisition unit 140 (140D), a communication unit 150 (150D), and a on-site support information output unit 160 (160D). The malfunction information acquisition unit 120D is configured similarly to any of the malfunction information acquisition units 120 (120A, 120B, 120C) already described. The communication unit 150D is configured similarly to the communication unit 150 (150C) already described.

[0107] The inquiry information acquisition unit 130D has the function of receiving and outputting inquiry information including information (e.g., a flag) indicating that on-site support information is to be output, in addition to the functions of either of the inquiry information acquisition units 130 (130B, 130C) already described. This allows a subsequent component to determine whether to execute processing to output on-site support information.

[0108] The supplemental information acquisition unit 140D has the function of either of the supplemental information acquisition units 140 (140B, 140C) already described, and also has the function of receiving and outputting supplemental inquiry information including information (e.g., a flag) indicating that on-site support information is to be output, thereby enabling a subsequent component to determine whether to execute processing to output on-site support information.

[0109] The control unit 110D has the function of inputting inquiry information, or inquiry information and inquiry supplemental information, into the second prediction model 220D of the prediction model unit 200D in addition to the functions of any of the control units 110 (110A, 110B, 110C) already described. The control unit 110D also notifies the on-site support information output unit 160D of the contact information (second terminal) of the responder included in the inquiry information.

[0110] The on-site support information output unit 160D acquires the on-site support information output by the prediction model unit 200D and outputs the on-site support information to the second terminal 20D. Based on the inquiry, the on-site support information output unit 160D outputs the on-site support information, which is information related to the inquiry, to the second terminal 20D, which is the terminal of the responder who goes to the site where the equipment is located and handles the equipment. Specifically, for example, the on-site support information output unit 160D inputs the inquiry information to a second prediction model 220D that makes predictions regarding on-site support, and acquires the on-site support information output from the second prediction model 220D. The on-site support information output unit 160D outputs the acquired on-site support information to the second terminal 20D. The on-site support information presented on the second terminal 20D via the on-site support information output unit 160D can provide more effective support to the responder at the site by including, for example, an event that can be predicted from the content of the inquiry, a summary of the content of the inquiry, or the content of the inquiry. Events that can be predicted from the content of the inquiry are events that are similar to the content of the inquiry and that can occur in the inquired device.

[0111] 8 shows an example of a configuration including all of the components described in the embodiments so far, but the information processing device 100D may be configured not to include the components of the embodiments so far described, as long as the functions added in this embodiment can be realized. Alternatively, the information processing device 100D may be configured to include some of the components of the embodiments so far described, but not include other components.

[0112] Next, a processing example in an information processing device and an information processing system will be described. Fig. 9 is a sequence diagram showing an example of processing in an information processing system 1 (1D) including an information processing device 100 (100D) according to embodiment 4 of the present disclosure. For example, the information processing system 1D shown in Fig. 8 starts the processing shown in Fig. 9 (step ST4000) when it receives, via the first terminal 10D, an operation by an inquiry receiver who has received a voice call from a device user.

[0113] The information processing system 1D then executes an inquiry reception process. (Step ST4100) In the inquiry reception process, the first terminal 10D of the information processing system 1D receives an operation from the inquiry receiver, acquires inquiry information, and outputs the inquiry information to the information processing device 100D. Alternatively, the first terminal 10D receives an operation from the inquiry receiver, acquires inquiry information and inquiry supplemental information, and outputs the inquiry information and inquiry supplemental information to the information processing device 100D. If on-site support is set to be performed, the inquiry information is accompanied by information indicating that on-site support information will be output to the responder's terminal (second terminal). Furthermore, as in the previously described embodiment, the first terminal 10D may receive, based on the operation of the inquiry receiver, a request for a responder to respond to the equipment at the site where the equipment related to the inquiry is located. In this case, the first terminal 10D sends a request for a responder to respond to the equipment via the information processing device 100D.

[0114] The information processing system 1D then executes an inquiry information output process (step ST4120). In the inquiry information output process (step ST4120), the first terminal 10D of the information processing system 1B outputs inquiry information related to the content of the inquiry to the information processing device 100D based on an operation by the inquiry recipient.

[0115] Next, the information processing system 1D executes an inquiry information acquisition process (step ST4300). In the inquiry information acquisition process, the information processing device 100D of the information processing system 1D receives the inquiry information from the first terminal 10D. Alternatively, the information processing device 100D receives the inquiry information and the inquiry supplement information from the first terminal 10D.

[0116] The information processing system 1D then executes a prediction process (step ST4400). In the prediction process, the information processing device 100D of the information processing system 1D inputs the query information to the second prediction model 220D of the prediction model unit 200D, and obtains the prediction result output from the second prediction model 220D.

[0117] The information processing system 1D then executes a field support information output process (step ST4430). In the field support information output process, the information processing device 100D of the information processing system 1D outputs field support information, which is the prediction result output from the second prediction model 220D, to the second terminal 20D.

[0118] The information processing system 1D then executes a field support information acquisition process (Step ST4540). In the field support information acquisition process, the second terminal 20D of the information processing system 1D receives and acquires the field support information output by the information processing device 100D.

[0119] The information processing system 1D then executes a process for presenting on-site support information (step ST4410). In the process for presenting on-site support information, the second terminal 20D of the information processing system 1D presents the acquired on-site support information in the form of text, images, or audio.

[0120] When the second terminal 20C presents the on-site support information, the information processing system 1D then ends the processing shown in FIG.

[0121] Next, an example of processing by an information processing device will be described. Note that the following description partially overlaps with the processing of the information processing system described above. The processing by the information processing device in the sequence diagram of FIG. 9 is an information processing method by the information processing device. For example, by causing a computer to execute this information processing method using a program, the computer can function as an information processing device. The information processing device 100D shown in FIG. 8 starts the processing shown in FIG. 9 when, for example, it receives information from an external device. Specifically, for example, the information processing device 100D starts the processing when it receives inquiry information from an external first terminal 10D.

[0122] Next, information processing device 100D executes inquiry information acquisition processing. (Step ST4300) In the inquiry information acquisition processing, inquiry information acquisition unit 130D of information processing device 100D acquires the inquiry information output by first terminal 10D. Furthermore, supplemental information acquisition unit 140D of information processing device 100D acquires the inquiry supplemental information output by first terminal 10D.

[0123] The information processing device 100D then executes an inquiry information input process (step ST4410). In the inquiry information input process (step ST4410), the control unit 110D of the information processing device 100D references the inquiry information, and if the inquiry information includes information indicating that on-site support information will be output, inputs the inquiry information, or the inquiry information and inquiry supplemental information, to the second prediction model 220D of the prediction model unit 200D. The control unit 110D also notifies the on-site support information output unit 160D of the contact information (second terminal) of the person responsible, which is included in the inquiry information.

[0124] The information processing device 100D then executes on-site support information acquisition processing (step ST4420). In the on-site support information acquisition processing (step ST4420), the on-site support information output unit 160D of the information processing device 100D acquires on-site support information indicating the prediction result output from the second prediction model 220D of the prediction model unit 200D.

[0125] The information processing device 100D then executes on-site support information output processing. (Step ST4430) In the on-site support information output processing (step ST4430), the on-site support information output unit 160D of the information processing device 100D outputs the acquired on-site support information to the contact information (second terminal 20D) of the responder notified by the control unit 110D. When the information processing device 100D outputs the on-site support information to the second terminal 20D, the second terminal 20D presents the acquired on-site support information by text, image, or audio. After outputting the on-site support information to the second terminal 20D, the information processing device 100D then ends the processing shown in FIG. 14.

[0126] Here, an example of a display on the second terminal 20D will be described. FIG. 10 is a diagram showing an example of a display on the responder terminal (second terminal) of on-site support information output by the information processing device 100 (100D). The on-site support display screen 4000 displays information regarding, for example, the faulty part, similar events, or call summary. The faulty part indicates, for example, a part of the equipment that is predicted to have failed based on the inquiry. The similar event indicates, for example, a state similar to the state of the equipment based on the inquiry, in equipment similar to the equipment that is the subject of the inquiry. The call summary indicates, for example, a sentence summarizing the content of the inquiry.

[0127] The present disclosure, based on the content shown in this embodiment, makes it possible to output on-site support information based on the content of the inquiry, separate from information regarding equipment failure, to the terminal of the responder who goes to the site where the equipment is located and responds to the equipment, thereby enabling more accurate support to be provided to the responder.

[0128] This embodiment further illustrates an exemplary configuration as follows: An information processing device further comprising: an on-site support information output unit that outputs, based on the inquiry, on-site support information related to the inquiry to a second terminal that is a terminal of a responder who goes to the site where the device is located and responds to the device. This further provides an effect of providing an information processing device that enables more accurate support to the responder. Furthermore, by applying the above configuration to an information processing system, the information processing method, or the program, the present disclosure provides the same effect as the above. Furthermore, the configuration of the present disclosure can be applied to all embodiments of this embodiment, and provides the same effect as the above.

[0129] This embodiment further illustrates an exemplary configuration as follows: The on-site support information includes any one of: an event that can be predicted from the content of the inquiry; a summary of the content of the inquiry; or the content of the inquiry. This further provides an effect of providing an information processing device that makes it possible to provide information that realizes more accurate support to a responder. Furthermore, by applying the above configuration to an information processing system, the above information processing method, or the above program, the present disclosure provides the same effect as the above. Furthermore, the configuration of the present disclosure can be applied to all embodiments of this embodiment, and provides the same effect as the above.

[0130] This embodiment further illustrates an exemplary embodiment having the following configuration: The information processing device, wherein the on-site support information output unit inputs the inquiry information into a second prediction model that makes a prediction regarding on-site support, and acquires the on-site support information output from the second prediction model. This provides an advantageous effect of providing an information processing device that enables on-site responders to be supported without being limited to predetermined support. Furthermore, the present disclosure provides the same advantageous effect as the above by applying the above configuration to an information processing system, the information processing method, or the program. Furthermore, the configuration of the present disclosure can be applied to all embodiments of this embodiment, and provides the same advantageous effect as the above.

[0131] Embodiment 5. In the above-described embodiments 1 to 4, examples of configurations for acquiring information to support a responder who goes to a site where a device is located and responds to the device have been described. Embodiment 5 describes a configuration for supporting an inquiry receiver. More specifically, in embodiment 5, an example of a configuration for acquiring information to support an inquiry receiver using inquiry information based on an inquiry from an equipment user will be described. In embodiment 5, among the components according to embodiment 5, components that are similar to the components according to embodiment 1, embodiment 2, embodiment 3, or embodiment 4 already described are given the same names and similar reference numerals (with some modifications), and duplicated explanations will be omitted as appropriate.

[0132] A configuration example of a system including an information processing device according to embodiment 5 will be described. Fig. 11 is a diagram illustrating a configuration example of an information processing system 1 (1E) including an information processing device 100 (100E) according to embodiment 5 of the present disclosure. The information processing system 1E illustrated in Fig. 11 includes a first terminal (terminal of an inquiry receiver) 10 (10E), a second terminal (terminal of a responder who goes to a site where the equipment is located and responds to the equipment) 20 (20E), the information processing device 100E, and a prediction model unit 200 (200E).

[0133] The first terminal 10E is a terminal of an inquiry receiver, similar to any of the first terminals 10 (10A, 10B, 10C, 10D) already described. The first terminal 10E also has a function of adding information (e.g., a flag) indicating that reception support information is to be output to the inquiry information or the inquiry information and the supplemental inquiry information, and outputting the information. The first terminal 10E also has a function of receiving reception support information from the information processing device 100E and presenting the reception support information. The "reception support information" is information based on an inquiry from a device user, or information based on model information of the device related to the inquiry. The reception support information is intended to be, for example, information such as a question for obtaining information about a malfunction of the device in response to an inquiry from a device user.

[0134] The second terminal 20E, like any of the second terminals 20 (20A, 20B, 20C, 20D) already described, is a terminal for a responder who responds to the equipment at the site where the equipment is located.

[0135] The prediction model unit 200E has the functions of any of the prediction model units 200 (200A, 200B, 200C, 200D, 200E) already described, and further has the function of outputting reception support information using inquiry information or inquiry information and inquiry supplemental information. The prediction model unit 200E is configured to include a prediction model 210 (210E), a second prediction model 220 (220E), and a third prediction model 230 (230E).

[0136] The prediction model 210E is a prediction model similar to any of the prediction models 210 (210A, 210B, 210C, 210D) already described.

[0137] The second prediction model 220E is a prediction model similar to the second prediction model 220 (220D) already described.

[0138] The third prediction model 230E is a prediction model constructed by learning to receive inquiry information, or inquiry information and supplemental inquiry information, as input and output reception assistance information. The third prediction model 230E is configured, for example, by an LLM (large-scale language model). For convenience of explanation of this embodiment, the third prediction model 230E is shown as being configured separately from the prediction model 210E, but it may also be a prediction model integrated with the prediction model 210E. Furthermore, the prediction model unit 200E may be configured to include, instead of the third prediction model 230E, a database that simply associates inquiry information with reception assistance information. In the case of a database, the database stores pre-predicted "reception assistance information."

[0139] The information processing device 100E further outputs reception support information to the first terminal 10E using the inquiry information, or the inquiry information and the inquiry supplemental information. The information processing device 100E shown in FIG. 15 includes a control unit 110 (110E), a malfunction information acquisition unit 120 (120E), an inquiry information acquisition unit 130 (130E), a supplemental information acquisition unit 140 (140E), a communication unit 150 (150E), a field support information output unit 160 (160E), and a reception support information output unit 170 (170E). The malfunction information acquisition unit 120E may be configured similarly to the malfunction information acquisition unit 120 (120A, 120B, 120C, 120D) already described. The communication unit 150E may be configured similarly to the communication unit 150 (150C, 150D) already described. The on-site support information output unit 160E may be configured in the same manner as the on-site support information output unit 160 (160D) already described.

[0140] In addition to the functions of any of the inquiry information acquisition units 130 (130B, 130C, 130D) already described, the inquiry information acquisition unit 130E has a function of receiving and outputting inquiry information including information (e.g., a flag) indicating that reception support information is to be output, thereby enabling a subsequent component to determine whether to execute processing to output reception support information.

[0141] The supplemental information acquisition unit 140E has the function of any one of the supplemental information acquisition units 140 (140B, 140C, 140D) already described, and also has the function of receiving and outputting supplemental inquiry information including information (e.g., a flag) indicating that reception support information is to be output, thereby enabling a subsequent component to determine whether to execute processing to output reception support information.

[0142] The control unit 110E has the function of inputting the inquiry information, or the inquiry information and the inquiry supplemental information, into the third prediction model 230E of the prediction model unit 200E in addition to the functions of any of the control units 110 (110A, 110B, 110C, 110D) already described. The control unit 110E also notifies the reception support information output unit 170E of the contact information (first terminal) of the inquiry recipient included in the inquiry information.

[0143] The reception support information output unit 170E outputs reception support information that supports the inquiry receiver in accepting an inquiry. The reception support information output unit 170E outputs reception support information, which is information related to the inquiry, to the first terminal, which is the terminal of the inquiry receiver, based on the inquiry. As already explained, the reception support information is information based on an inquiry from a device user or information based on model information of the device related to the inquiry.

[0144] 11 shows an example of a configuration including all of the components described in the embodiments so far, but the information processing device 100E may be configured not to include the components of the embodiments so far described, as long as the functions added in this embodiment can be realized. Alternatively, the information processing device 100E may be configured to include some of the components of the embodiments so far described, but not include other components.

[0145] Next, a processing example in an information processing system including an information processing device will be described. Fig. 12 is a sequence diagram showing an example of processing in an information processing system 1 (1E) including an information processing device 100 (100E) according to embodiment 5 of the present disclosure. For example, the information processing system 1E shown in Fig. 11 starts the processing shown in Fig. 12 when it receives, via the first terminal 10E, an operation by an inquiry receiver who has received a voice call from a device user.

[0146] The information processing system 1E then executes an inquiry reception process (step ST5100). In the inquiry reception process, the first terminal 10E of the information processing system 1E receives an operation from the inquiry receiver and acquires the inquiry information. Alternatively, the first terminal 10E receives an operation from the inquiry receiver and acquires the inquiry information and the inquiry supplement information. If a setting to perform reception assistance is configured, the inquiry information is provided with information indicating that reception assistance information will be output to the terminal (first terminal) of the inquiry receiver, for example.

[0147] The information processing system 1E then executes an inquiry information output process (step ST4120). In the inquiry information output process (step ST4120), the first terminal 10E of the information processing system 1E outputs inquiry information related to the content of the inquiry to the information processing device 100E, based on an operation by the inquiry recipient.

[0148] The information processing system 1E then executes an inquiry information acquisition process. (Step ST5300) In the inquiry information acquisition process, the information processing device 100E of the information processing system 1E receives the inquiry information from the first terminal 10E. Alternatively, the information processing device 100E receives the inquiry information and the inquiry supplement information from the first terminal 10E.

[0149] The information processing system 1E then executes a prediction process (step ST5400). In the prediction process, the information processing device 100E of the information processing system 1E inputs the query information to the third prediction model 230E of the prediction model unit 200E, and obtains the prediction result output from the third prediction model 230E.

[0150] The information processing system 1E then executes a reception support information output process (step ST5430). In the reception support information output process, the information processing device 100E of the information processing system 1E outputs, to the first terminal 10E, reception support information, which is the prediction result output from the third prediction model 230E of the prediction model unit 200E.

[0151] The information processing system 1E then executes a reception support information acquisition process (Step ST5550). In the reception support information acquisition process, the second terminal 20E of the information processing system 1E receives and acquires the reception support information output by the information processing device 100E.

[0152] The information processing system 1E then executes a reception support information presentation process (Step ST5551). In the reception support information presentation process, the first terminal 10E of the information processing system 1E presents the acquired reception support information by image or sound.

[0153] When the first terminal 10E presents the reception support information, the information processing system 1E then ends the processing shown in FIG.

[0154] Next, an example of processing by the information processing device will be described. Note that the following description includes some overlapping content with the processing by the information processing system described above.

[0155] The process shown in Fig. 12 is an information processing method by an information processing device. For example, by causing a computer to execute this information processing method using a program, the computer can function as an information processing device. The information processing device 100E shown in Fig. 11 starts the process shown in Fig. 12 when, for example, it receives information from an external device. Specifically, for example, the information processing device 100E starts the process when it receives inquiry information from an external first terminal 10E.

[0156] Next, information processing device 100E executes inquiry information acquisition processing. (Step ST5300) In the inquiry information acquisition processing, inquiry information acquisition unit 130E of information processing device 100E acquires the inquiry information output by first terminal 10E. Furthermore, supplemental information acquisition unit 140E of information processing device 100E acquires the inquiry supplemental information output by first terminal 10E.

[0157] The information processing device 100E then executes an inquiry information input process. (Step ST5410) In the inquiry information input process, the control unit 110E of the information processing device 100E refers to the inquiry information, and if the inquiry information includes information indicating that reception support information will be output, inputs the inquiry information, or the inquiry information and the inquiry supplement information, to the third prediction model 230E of the prediction model unit 200E. In addition, the control unit 110E notifies the reception support information output unit 170E of the contact information (first terminal) of the inquiry recipient included in the inquiry information.

[0158] The information processing device 100E then executes a reception support information acquisition process (step ST5420). In the reception support information acquisition process, the reception support information output unit 170E of the information processing device 100E acquires reception support information indicating the prediction result output from the third prediction model 230E of the prediction model unit 200E.

[0159] Information processing device 100E then executes a reception support information output process (step ST5430). In the reception support information output process, reception support information output unit 170E of information processing device 100E outputs the acquired reception support information to the contact information (first terminal) of the inquiry recipient notified by control unit 110E.

[0160] After outputting the reception support information to the first terminal, the information processing device 100E then ends the processing shown in FIG.

[0161] The contents described in this embodiment enable support for the inquiry receiver. Based on the reception support information, the inquiry receiver can obtain more detailed information from the device user, which further improves the accuracy of support for the responder.

[0162] This embodiment further provides an example of the following configuration: An information processing device further comprising: a reception support information output unit that outputs reception support information related to the inquiry to a first terminal that is a terminal of the inquiry receiver, based on the inquiry. This provides an effect of providing an information processing device that enables support for the inquiry receiver. Furthermore, by applying the above configuration to an information processing system, the information processing method, or the program, the present disclosure provides the same effect as the above. Furthermore, the configuration of the present disclosure can be applied to all embodiments of this embodiment, and provides the same effect as the above.

[0163] This embodiment further provides an example of the following configuration: The information processing device, characterized in that the reception support information is information based on an inquiry from the device user, or information based on model information of the device related to the inquiry. This further provides an effect of providing an information processing device that enables more effective support to an inquiry recipient. Furthermore, by applying the above configuration to an information processing system, the above information processing method, or the above program, the present disclosure provides the same effect as the above. Furthermore, the configuration of the present disclosure can be applied to all embodiments of this embodiment, and provides the same effect as the above.

[0164] Embodiment 6. In the above-described embodiments 1 to 5, examples of configurations were shown in which an information processing device inputs information received from outside to a prediction model without converting it. Embodiment 6 describes an example of a configuration in which an information processing device converts information received from outside and inputs it to a prediction model. More specifically, embodiment 6 describes an example in which query information converted so that information related to equipment failures can be predicted with higher accuracy. In embodiment 6, among the components according to embodiment 6, components that are similar to the components according to embodiment 1, embodiment 2, embodiment 3, embodiment 4, or embodiment 5 already described are given the same names and similar reference numerals (with some modifications), and duplicated descriptions are omitted as appropriate.

[0165] A configuration example of a system including an information processing device according to embodiment 6 will be described. Fig. 13 is a diagram illustrating a configuration example of an information processing system 1 (1F) including an information processing device 100 (100F) according to embodiment 6 of the present disclosure. The information processing system 1F illustrated in Fig. 13 includes a first terminal (terminal of an inquiry receiver) 10 (10F), a second terminal (terminal of a responder who goes to a site where the equipment is located and responds to the equipment) 20 (20F), an information processing device 100F, and a prediction model unit 200 (200F).

[0166] The first terminal 10F is a terminal of an inquiry receiver, similar to any of the first terminals 10 (10A, 10B, 10C, 10D, and 10E) already described.

[0167] The second terminal 20F, like any of the second terminals 20 (20A, 20B, 20C, 20D, and 20E) already described, is a terminal for a responder who responds to the equipment at the site where the equipment is located.

[0168] The prediction model unit 200F has the same functions as any of the prediction model units 200 (200A, 200B, 200C, 200D, 200E) already described. The prediction model unit 200F shown in FIG. 13 is configured to include a prediction model 210 (210F), a second prediction model 220 (220F), and a third prediction model 230 (230F). The prediction model 210F is a prediction model similar to any of the prediction models 210 (210A, 210B, 210C, 210D, 210E) already described. The second prediction model 220F is a prediction model similar to the second prediction model 220 (220D, 220E) already described. The third prediction model 230F is a prediction model similar to the third prediction model 230 (230E) already described.

[0169] The information processing device 100F uses inquiry information that has been converted to enable more accurate prediction of information related to device failures. The information processing device 100F shown in FIG. 13 includes a control unit 110 (110F), a failure information acquisition unit 120 (120F), an inquiry information acquisition unit 130 (130F), a supplemental information acquisition unit 140 (140F), a communication unit 150 (150F), a field support information output unit 160 (160F), a reception support information output unit 170 (170F), and a conversion unit 180 (180F). The control unit 110F, the failure information acquisition unit 120F, the inquiry information acquisition unit 130F, the supplemental information acquisition unit 140F, the communication unit 150F, the field support information output unit 160F, and the reception support information output unit 170F may have the same configuration as the components with the same names already described, and therefore detailed description thereof will be omitted.

[0170] The conversion unit 180F performs a conversion process on the inquiry information. The conversion unit 180F outputs the converted inquiry information to the inquiry information acquisition unit 130F. The inquiry information output from the conversion unit 180F is information obtained by converting information indicating the content of the inquiry. When the inquiry information output by the first terminal is text data indicating the content of the inquiry, the conversion process includes at least one of the following processes for the text data indicating the content of the inquiry: emphasizing key words, removing erroneous words, or correcting spelling variations. The conversion unit 180F performs the conversion process using, for example, a large-scale language model (LLM) or pre-stored dictionary information. This improves the accuracy of predictions regarding device failures. The conversion unit 180F shown in FIG. 13 is an internal component of the information processing device 100F, but may also be an external component of the information processing device 100F.

[0171] 13 shows an example of a configuration including all of the components described in the embodiments so far, but the information processing device 100F may be configured not to include the components of the embodiments so far described, as long as the functions added in this embodiment can be realized. Alternatively, the information processing device 100F may be configured to include some of the components of the embodiments so far described, but not include other components.

[0172] Next, an example of processing by an information processing device will be described. Fig. 14 is a flowchart showing an example of processing by the information processing device 100 (100F) according to the sixth embodiment of the present disclosure. The processing shown in Fig. 14 is an information processing method by the information processing device. For example, by causing a computer to execute this information processing method using a program, the computer can be made to function as an information processing device. For example, the information processing device 100F shown in Fig. 13 starts the processing shown in Fig. 14 when it receives information from, for example, an external device.

[0173] The information processing device 100F then executes the conversion process (Step ST6010). In the conversion process, the conversion unit 180F of the information processing device 100F performs the conversion process on the inquiry information.

[0174] The information processing device 100F then executes a converted inquiry information output process (Step ST6020) In the converted inquiry information output process, the conversion unit 180F of the information processing device 100F outputs the inquiry information after the conversion process to the inquiry information acquisition unit 130F.

[0175] When the conversion unit 180F outputs the converted inquiry information to the inquiry information acquisition unit 130F, the information processing device 100F then ends the processing shown in FIG.

[0176] The present disclosure, according to the present embodiment, enables vectorization of call content input in natural language and conversion into a format usable for machine learning. When information based on the call content is input, it may contain spelling variations, words that lead to errors, and words that aid in prediction. In contrast, according to the present embodiment, for example, dictionary information, such as key words, error words, and words that lead to spelling variations, is stored in advance. If a corresponding word is included, it is possible to take appropriate action and input the information into the prediction model. As a result, the information input into the prediction model becomes more appropriate, thereby increasing the accuracy of predicting the appropriate faulty part. Specifically, for example, an inquiry such as "It feels like there's no cold air coming out" can be converted into a more appropriate format before being input into the prediction model using LLM. This can be input into the prediction model.

[0177] This embodiment further provides the following exemplary configuration: An information processing device, characterized in that the inquiry information is information obtained by converting information indicating the content of the inquiry. This provides an advantageous effect of providing an information processing device that enables highly accurate prediction using a prediction model compared to the inquiry content itself. Furthermore, by applying the above configuration to an information processing system, the information processing method, or the program, the present disclosure provides the same advantageous effect as the above. Furthermore, the configuration of the present disclosure can be applied to all embodiments of this embodiment, and provides the same advantageous effect as the above.

[0178] This embodiment further provides an example of the following configuration: The information processing device, characterized in that the conversion process is at least one of: a process of emphasizing important words, a process of removing erroneous words, or a process of correcting spelling variations, for text data indicating the content of the query. This further provides an effect of providing an information processing device that enables highly accurate predictions using a prediction model. Furthermore, by applying the above configuration to an information processing system, the information processing method, or the program, the present disclosure provides the same effect as the above. Furthermore, the configuration of the present disclosure can be applied to all embodiments of this embodiment, and provides the same effect as the above.

[0179] This embodiment further provides an example of the following configuration: An information processing device further comprising: a conversion unit that performs the conversion process on text data indicating the content of the inquiry. This provides an effect of providing an information processing device that, since the content of the inquiry is input in the form of text data, makes it possible to predict equipment failures using a model such as an LLM. Furthermore, by applying the above configuration to an information processing system, the information processing method, or the program, the present disclosure provides the same effect as the above. Furthermore, the configuration of the present disclosure can be applied to all embodiments of this embodiment, providing the same effect as the above.

[0180] Seventh Embodiment. In the previously described embodiments, a prediction result regarding an equipment failure is obtained using a prediction model of a prediction model unit provided external to the information processing device. In contrast, the seventh embodiment describes a configuration in which a prediction model unit is provided internally to the information processing device. Also, in the previously described embodiments, a prediction result regarding an equipment failure is obtained using a trained prediction model that has been constructed through learning in advance. In contrast, the seventh embodiment describes an example configuration in which a prediction model can be further trained and constructed. Specifically, the seventh embodiment describes a configuration in which the prediction model unit further trains the prediction model. In the seventh embodiment, among the components of the seventh embodiment, components similar to those of the components of the first, second, third, fourth, fifth, or sixth embodiment already described are given the same names and similar reference numerals (with some modifications), and redundant description will be omitted as appropriate.

[0181] A configuration example of a system including an information processing device according to embodiment 7 will be described. Fig. 15 is a diagram showing a configuration example of an information processing system 1 (1G) including an information processing device 100 (100G) according to embodiment 7 of the present disclosure. The information processing system 1G shown in Fig. 15 includes a first terminal (terminal of an inquiry receiver) 10 (10G), a second terminal (terminal of a responder who goes to a site where the equipment is located and responds to the equipment) 20 (20G), and an information processing device 100G.

[0182] The first terminal 10G is a terminal of an inquiry receiver, similar to any of the first terminals 10 (10A, 10B, 10C, 10D, 10E, and 10F) already described.

[0183] The second terminal 20G, like any of the second terminals 20 (20A, 20B, 20C, 20D, 20E, 20F) already described, is a terminal for a responder who responds to the equipment at the site where the equipment is located.

[0184] The information processing device 100G constructs at least one model of the prediction model 210G, the second prediction model 220G, and the third prediction model 230G, or all of the models, by training them using the prediction results output from each model and input data. The information processing device 100G includes a control unit 110 (110G), a failure information acquisition unit 120 (120G), an inquiry information acquisition unit 130 (130G), a supplemental information acquisition unit 140 (140G), a communication unit 150 (150G), a field support information output unit 160 (160G), a reception support information output unit 170 (170G), a conversion unit 180 (180G), and a prediction model unit 200 (200G). The control unit 110G, failure information acquisition unit 120G, inquiry information acquisition unit 130G, supplementary information acquisition unit 140G, communication unit 150G, on-site support information output unit 160G, reception support information output unit 170G, and conversion unit 180G may have the same configuration as the components of the same names already described, and therefore detailed explanations will be omitted.

[0185] The prediction model unit 200G has a prediction model. The prediction model unit 200G is configured to include a prediction model 210 (210G), a second prediction model 220 (220G), and a third prediction model 230 (230G). The prediction model 210G, the second prediction model 220G, and the third prediction model 230G correspond to the prediction models 210 (210A, 210B, 210C, 210D, 210E, 210F), the second prediction model 220 (220D, 220E, 220F), and the third prediction model 230 (230E, 230F), respectively, which have already been described. The prediction model unit 200G also has a function of learning using inquiry information, prediction results, and actual response results (fault content or faulty parts) to construct each prediction model. Although the prediction model unit 200G in this embodiment has the functions of learning and constructing, it may not necessarily have the functions of learning and constructing.

[0186] Note that the information processing device 100G shown in FIG. 15 shows an example of a configuration that includes all of the components described in the previous embodiments. However, in this embodiment, the information processing device may be configured to include a configuration that includes a prediction model unit within the information processing device, a configuration that enables further learning and construction of a prediction model, or both of these configurations, and other components may be configured to include any one or a combination of the configurations shown in the above-mentioned embodiments.

[0187] 16 is a flowchart showing an example of processing by the information processing device 100 (100G) according to the seventh embodiment of the present disclosure.

[0188] The process shown in Fig. 16 is an information processing method by an information processing device. For example, by causing a computer to execute this information processing method using a program, the computer can function as an information processing device. For example, the information processing device 100G shown in Fig. 15 starts the process shown in Fig. 16 when it receives information from an external device.

[0189] The information processing device 100G then executes an input information acquisition process (step ST7910). In the input information acquisition process, the prediction model unit 200G of the information processing device 100G acquires information input to the prediction model. Specifically, the prediction model unit 200G acquires at least one type of information from the following: inquiry information, inquiry supplemental information, and on-site information.

[0190] The information processing device 100G then executes a prediction result acquisition process (step ST7920). In the prediction result acquisition process, the prediction model unit 200G of the information processing device 100G acquires the prediction result output by the prediction model (at least one of the prediction model 210 (210G), the second prediction model 220 (220G), and the third prediction model 230 (230G)).

[0191] The information processing device 100G then executes a learning process (Step ST7930). In the learning process, the prediction model unit 200G of the information processing device 100G learns and builds a prediction model using the input information and the prediction result.

[0192] An example of information used to train a prediction model will now be described. FIG. 17 is a diagram illustrating an example of information used to train a prediction model in an information processing device according to the present disclosure. Data used to train a prediction model is, for example, accumulated data 7000 shown in FIG. 17 . The accumulated data 7000 is, for example, data relating to past responses to equipment malfunctions, in which inquiry details, supplemental information, and faulty parts are associated and accumulated. The inquiry details are, for example, the details of calls received by a call center via voice calls from equipment users. The accumulated data 7000 shown in FIG. 17 includes an "inquiry number," "product model name," "installation area," "years of installation," "month of failure occurrence," "call details," and "failed part 1," ..., "failed part N (N≧1)." The "inquiry number" is information identifying the inquiry and is a serial number in FIG. 17 . The "product model name" is information identifying the product, which is the equipment, and is information composed of a combination of alphanumeric characters. The "installation area" is information indicating the area where the equipment is installed. The installation area is useful information for improving the accuracy of inferences regarding equipment failures, for example, because differences in climate are related to equipment failures. "Installation age" is information indicating the number of years since the equipment was installed. "Installation age" may be information expressed as the installation year. "Failure occurrence month" is information indicating the month in which the failure occurred. "Failure occurrence month" is useful information for improving the accuracy of inferences regarding equipment failures, for example, because there is a relationship between the season and equipment failures. "Call content" is inquiry information and indicates the content of the inquiry. "Failed part 1", ..., "Failed part N (N≧1)" are information indicating the part that is actually faulty or the part that is determined to be faulty based on the response. Multiple inputs are possible for one inquiry information because there may be a case in which one part or multiple parts are faulty.

[0193] Once the prediction model unit 200G has executed the learning process, the information processing device 100G then ends the process shown in the figure.

[0194] According to the present disclosure, the contents described in the present embodiment enable a prediction model to output prediction results with higher accuracy.

[0195] This embodiment further provides an example of the following configuration: an information processing device further comprising: a prediction model unit having the prediction model. As a result, the present disclosure further provides an effect of providing an information processing device that can continuously build a prediction model to be used, thereby enabling improvement in the accuracy of predictions regarding equipment failures. Furthermore, by applying the above configuration to an information processing system, the information processing method, or the program, the present disclosure achieves the same effect as the above. Furthermore, the configuration of the present disclosure can be applied to all embodiments of this embodiment, and achieves the same effect as the above.

[0196] This embodiment further illustrates an exemplary configuration as follows: The information processing device is characterized in that the prediction model unit performs learning using the inquiry information and the prediction result to construct the prediction model. As a result, the present disclosure further provides an effect of providing an information processing device that can continuously construct a prediction model to be used, thereby enabling improvement in the accuracy of predictions regarding equipment failures. Furthermore, the present disclosure achieves the same effect as the above by applying the above configuration to an information processing system, the information processing method, or the program. Furthermore, the configuration of the present disclosure can be applied to all embodiments of this embodiment, and achieves the same effect as the above.

[0197] Here, a hardware configuration for realizing the functions of the present disclosure will be described. Fig. 18 is a diagram showing a first example of a hardware configuration for realizing the functions of the configuration of the present disclosure. Fig. 19 is a diagram showing a second example of a hardware configuration for realizing the functions of the configuration of the present disclosure. Each of the information processing devices 100 (100A, 100B, 100C, 100D, 100E, 100F, and 100G) of the present disclosure is realized by hardware such as that shown in Fig. 18 or Fig. 19.

[0198] As shown in FIG. 18 , each of the information processing devices 100 (100A, 100B, 100C, 100D, 100E, 100F, and 100G) includes, for example, a processor 10001, a memory 10002, an input / output interface 10003, and a communication circuit 10004. The processor 10001 and the memory 10002 are installed in, for example, a computer. Each function of the present disclosure is realized by software, firmware, or a combination of software and firmware. The software or firmware is written as a program and stored in the memory 10002. That is, the memory 10002 stores the computer, which includes a control unit 110 (110A, 110B, 110C, 110D, 110E, 110F, 110G), a fault information acquisition unit 120 (120A, 120B, 120C, 120D, 120E, 120F, 120G), an inquiry information acquisition unit 130 (130B, 130C, 130D, 130E, 130F, 130G), a supplemental information acquisition unit 140 (140B, 140C, 140D, 140E, 140F, 140G), a fault information acquisition unit 120 (120A, 120B, 120C, 120D, 120E, 120F, 120G), a fault ... fault information acquisition unit 140 (140B, 140C, 140D, 140E, 140F, 140G), a fault information acquisition unit 140 (140B, 140C ), a communication unit 150 (150C, 150D, 150E, 150F, 150G), a field support information output unit 160 (160D, 160E, 160F, 160G), a reception support information output unit 170 (170E, 170F, 170G), a conversion unit 180 (180F, 180G), a prediction model unit 200 (200A, 200B, 200C, 200D, 200E, 200F, 200G), and a program for functioning as an overall control unit (not shown) are stored.The processor 10001 reads and executes the program stored in the memory 10002, whereby the control unit 110 (110A, 110B, 110C, 110D, 110E, 110F, 110G), the fault information acquisition unit 120 (120A, 120B, 120C, 120D, 120E, 120F, 120G), the inquiry information acquisition unit 130 (130B, 130C, 130D, 130E, 130F, 130G), the supplemental information acquisition unit 140 (140B, 140C, 140F, 14 ... supplemental information acquisition unit 140 (140B, 140C, 140F, 140G), the fault information acquisition unit 120 (120A, 120B, 120C, 120D, 120E, 120F, 120G), the supplemental information acquisition unit 140 (140B, 140C, 140F, 140G), the fault information acquisition The functions of the on-site support information output unit 160 (160D, 160E, 160F, 160G), part of the communication unit 150 (150C, 150D, 150E, 150F, 150G), the reception support information output unit 170 (170E, 170F, 170G), the conversion unit 180 (180F, 180G), the prediction model unit 200 (200A, 200B, 200C, 200D, 200E, 200F, 200G), and an overall control unit (not shown) are realized. The program causes the computer to execute the procedures or methods of each of the above components. In addition, a storage unit (not shown) is realized by the memory 10002 or another memory (not shown). The memory 10002 or another memory (not shown) stores data for implementing the prediction models 210 (210A, 210B, 210C, 210D, 210E, 210F, 210G), the second prediction models 220 (220D, 220E, 220F, 220G), and the third prediction models 230 (230E, 230F, 230G). The communication circuit 10004 also implements a communication unit (not shown) and a portion of the communication units 150 (150C, 150D, 150E, 150F, 150G).

[0199] The processor 10001 is, for example, a CPU (Central Processing Unit), a GPU (Graphics Processing Unit), a microprocessor, a microcontroller, or a DSP (Digital Signal Processor). The memory 10002 may be a non-volatile or volatile semiconductor memory such as RAM (Random Access Memory), ROM (Read Only Memory), EPROM (Erasable Programmable ROM), EEPROM (Electrically Erasable Programmable Read Only Memory), or flash memory, or a magnetic disk such as a hard disk or flexible disk, or an optical disk such as a CD (Compact Disc) or DVD (Digital Versatile Disc), or a magneto-optical disk. The processor 10001 and the memory 10002 or the communication circuit 10004 are connected in a state capable of transmitting data to each other. The processor 10001, memory 10002, and communication circuit 10004 are connected via an input / output interface 10003 so as to be capable of transmitting data to and from other hardware.

[0200] Alternatively, in the information processing device 100 (100A, 100B, 100C, 100D, 100E, 100F, 100G), the control unit 110 (110A, 110B, 110C, 110D, 110E, 110F, 110G), the fault information acquisition unit 120 (120A, 120B, 120C, 120D, 120E, 120F, 120G), the inquiry information acquisition unit 130 (130B, 130C, 130D, 130E, 130F, 130G), the supplemental information acquisition unit 140 (140B, 140C, 140D, 140E, 140F, 140G), 40G), part of the communication unit 150 (150C, 150D, 150E, 150F, 150G), the on-site support information output unit 160 (160D, 160E, 160F, 160G), the reception support information output unit 170 (170E, 170F, 170G), the conversion unit 180 (180F, 180G), the prediction model unit 200 (200A, 200B, 200C, 200D, 200E, 200F, 200G), and the functions of the overall control unit (not shown) may be realized by a dedicated processing circuit 20001, as shown in FIG. 19.

[0201] The processing circuit 20001 may be, for example, a single circuit, a composite circuit, a programmed processor, a parallel programmed processor, an ASIC (Application Specific Integrated Circuit), a PLD (Programmable Logic Device), an FPGA (Field-Programmable Gate Array), a SoC (System-on-a-Chip), or a system LSI (Large-Scale Integration). Alternatively, it may be a combination of these. Furthermore, a storage unit (not shown) is realized by the memory 20002 or another memory (not shown). Memory 20002 or another memory not shown holds data that realizes prediction models 210 (210A, 210B, 210C, 210D, 210E, 210F, 210G), second prediction models 220 (220D, 220E, 220F, 220G), and third prediction models 230 (230E, 230F, 230G). The memory 20002 may be a non-volatile or volatile semiconductor memory such as RAM (Random Access Memory), ROM (Read Only Memory), EPROM (Erasable Programmable ROM), EEPROM (Electrically Erasable Programmable Read Only Memory), or flash memory, or may be a magnetic disk such as a hard disk or flexible disk, or may be an optical disk such as a CD (Compact Disc) or DVD (Digital Versatile Disc), or may be a magneto-optical disk. Furthermore, the communication circuit 20004 realizes a communication unit (not shown) and part of the communication unit 150 (150C, 150D, 150E, 150F, 150G). The processing circuit 20001 and the memory 20002 or the communication circuit 20004 are connected in a state where data can be transmitted between them. Furthermore, the processing circuit 20001, the memory 20002, and the communication circuit 20004 are connected in a state where data can be transmitted between them and other hardware via the input / output interface 20003.In addition, in the information processing device 100 (100A, 100B, 100C, 100D, 100E, 100F, 100G), the control unit 110 (110A, 110B, 110C, 110D, 110E, 110F, 110G), the fault information acquisition unit 120 (120A, 120B, 120C, 120D, 120E, 120F, 120G), the inquiry information acquisition unit 130 (130B, 130C, 130D, 130E, 130F, 130G), the supplemental information acquisition unit 140 (140B, 140C, 140D, 140E, 140F), , 140G), part of the communication unit 150 (150C, 150D, 150E, 150F, 150G), the on-site support information output unit 160 (160D, 160E, 160F, 160G), the reception support information output unit 170 (170E, 170F, 170G), the conversion unit 180 (180F, 180G), the prediction model unit 200 (200A, 200B, 200C, 200D, 200E, 200F, 200G), and the functions of the overall control unit (not shown) may be realized by separate processing circuits, or may be realized collectively by a processing circuit.

[0202] Alternatively, in the information processing device 100 (100A, 100B, 100C, 100D, 100E, 100F, 100G), the control unit 110 (110A, 110B, 110C, 110D, 110E, 110F, 110G), the fault information acquisition unit 120 (120A, 120B, 120C, 120D, 120E, 120F, 120G), the inquiry information acquisition unit 130 (130B, 130C, 130D, 130E, 130F, 130G), the supplemental information acquisition unit 140 (140B, 140C, 140D, 140E, 140F, 140G), the communication unit 150 (150 The functions of some of the components (150A, 150B, 150C, 150D, 150E, 150F, 150G), the on-site support information output units 160 (160D, 160E, 160F, 160G), the reception support information output units 170 (170E, 170F, 170G), the conversion units 180 (180F, 180G), the prediction model units 200 (200A, 200B, 200C, 200D, 200E, 200F, 200G), and an overall control unit (not shown) may be realized by the processor 10001 and memory 10002, and the remaining functions may be realized by the processing circuit 20001. In this way, each of the functions of the above components can be realized by hardware, software, firmware, or a combination of these.

[0203] It should be noted that, within the scope of this disclosure, the embodiments may be freely combined, any component of each embodiment may be modified, or any component of each embodiment may be omitted.

[0204] The present disclosure can provide more accurate support for responding to malfunctions that occur in equipment than conventional methods, and is therefore suitable for use in information processing devices that support responders who go to the site where the equipment is located to respond to the equipment.

[0205] 1 (1A, 1B, 1C, 1D, 1E, 1F, 1G) Information processing system, 10 (10A, 10B, 10C, 10D, 10E, 10F, 10G) First terminal (terminal of inquiry receiver), 20 (20A, 20B, 20C, 20D, 20E, 20F, 20G) Second terminal (terminal of responder who goes to the site where the equipment is located and responds to the equipment), 100 (100A, 100B, 100C, 100D, 100E, 100F, 100G) Information processing device, 110 (110A, 110B, 110C, 110D, 110E, 110F, 110G) Control unit, 120 (120A, 120B, 120C, 120D, 120E, 120F, 120G) Fault information acquisition unit, 130 (130B, 130C, 130D, 130E, 130F, 130G) Inquiry information acquisition unit, 140 (140B, 140C, 140D, 140E, 140F, 140G) Supplementary information acquisition unit, 150 (150C, 150D, 150E, 150F, 150G) Communication unit, 160 (160D, 160E, 160F, 160G) On-site support information output unit, 170 (170E, 170F, 170G) Reception support information output unit, 180 (180F, 180G) Conversion unit, 200 (200A, 200B, 200C, 200D, 200E, 200F, 200G) Prediction model unit, 210 (210A, 210B, 210C, 210D, 210E, 210F, 210G) Prediction model, 220 (220D, 220E, 220F, 220G) Second prediction model, 230 (230E, 230F, 230G) Third prediction model, 4000 Field support display screen, 7000 Accumulated data, 10001 Processor, 10002 Memory, 10003 Input / output interface, 10004 Communication circuit, 20001 Processing circuit, 20002 Memory, 20003 Input / output interface, 20004 Communication circuit.

Claims

1. An information processing device comprising: a control unit that performs processing to input inquiry information based on inquiries from equipment users into a prediction model that makes predictions regarding equipment failures; and a failure information acquisition unit that acquires first information, which is a prediction result regarding equipment failures, output from the prediction model.

2. The information processing device according to claim 1, characterized in that the inquiry information is text data in which the content of the inquiry from the device user is converted into text.

3. The information processing device according to claim 2, further comprising: an inquiry information acquisition unit that acquires the inquiry information via a first terminal that is a terminal of an inquiry recipient that makes a voice call with the device user, wherein the inquiry is an inquiry made by voice call from the device user.

4. The information processing device according to any one of claims 1 to 3, characterized in that the inquiry information includes information indicating a symptom of the device.

5. The information processing device according to any one of claims 1 to 3, wherein the inquiry information includes information indicating device performance.

6. An information processing device as described in any one of claims 1 to 5, further comprising a supplemental information acquisition unit that acquires inquiry supplemental information, which is information that supplements the inquiry, and wherein the control unit inputs the inquiry supplemental information into the prediction model.

7. The information processing device according to claim 6, wherein the supplemental inquiry information is at least one of the number of years the device has been in use, seasonal information, and regional information.

8. An information processing device as described in any one of claims 1 to 7, further comprising a communication unit that receives on-site information, which is information about the equipment, from a second terminal that is the terminal of a responder who goes to the site where the equipment is located and responds to the equipment, wherein the control unit inputs the on-site information received by the communication unit into the prediction model, the failure information acquisition unit acquires second information, which is a prediction result output from the prediction model, and the communication unit outputs the second information to the second terminal.

9. An information processing device according to any one of claims 1 to 8, further comprising a field support information output unit that outputs field support information, which is information related to the inquiry, based on the inquiry to a second terminal that is the terminal of a responder who goes to the site where the equipment is located and responds to the equipment.

10. The information processing device according to claim 9, characterized in that the on-site support information includes any of the following: an event that can be predicted from the content of the inquiry; a summary of the content of the inquiry; or the content of the inquiry itself.

11. The information processing device described in claim 9 or 10, characterized in that the on-site support information output unit inputs the inquiry information into a second prediction model that makes predictions regarding on-site support, and obtains the on-site support information output from the second prediction model.

12. An information processing device as described in any one of claims 1 to 11, further comprising a reception support information output unit that outputs reception support information, which is information related to the inquiry, to a first terminal, which is the terminal of the inquiry recipient, based on the inquiry.

13. The information processing device according to claim 12, characterized in that the reception support information is information based on an inquiry from the device user, or information based on model information of the device related to the inquiry.

14. The information processing device according to any one of claims 1 to 13, characterized in that the inquiry information is information obtained by converting information indicating the content of the inquiry.

15. The information processing device according to claim 14, characterized in that the conversion process is at least one of the following: a process of emphasizing important words, a process of removing erroneous words, or a process of correcting spelling variations in the text data indicating the content of the inquiry.

16. The information processing device according to claim 14 or 15, further comprising: a conversion unit that performs the conversion process on text data indicating the content of the inquiry.

17. The information processing device according to any one of claims 1 to 16, further comprising: a prediction model unit having the prediction model.

18. The information processing device according to claim 17, characterized in that the prediction model unit performs learning using the inquiry information and the prediction results to construct the prediction model.

19. An information processing method using an information processing device, characterized in that a control unit of the information processing device performs a process of inputting inquiry information based on an inquiry from an equipment user into a prediction model that makes predictions regarding equipment failures, and a failure information acquisition unit of the information processing device acquires first information, which is a prediction result regarding equipment failures, output from the prediction model.

20. A program for causing a computer to execute the following processes: inputting inquiry information based on an inquiry from an equipment user into a prediction model that makes predictions regarding equipment failures; and acquiring first information, which is the prediction result regarding equipment failures, output from the prediction model.

Images