JP2018120372A - Electronic device and image forming apparatus - Google Patents

Abstract

PROBLEM TO BE SOLVED: To support early restoration from a trouble when the trouble occurs in an electronic equipment.SOLUTION: An image forming apparatus 1 comprises a display section 473, a microphone 48, a speaker 49, a guidance control unit 104 for displaying a guidance video showing maintenance work on the display unit 473 and outputting guidance voice corresponding to the guidance video from the speaker 49 during the maintenance work for solving a trouble occurred in an own machine, a sound analysis unit 101 for analyzing utterance voice of a maintenance operator which is collected by the microphone 48 during the maintenance work of the own machine, and an operation determination unit 102 for determining work to be performed by the maintenance operator based on the analysis result by the sound analysis unit 101. The guidance control unit 104 updates the guidance video and the guidance voice based on the determination result by the operation determination unit 102.SELECTED DRAWING: Figure 2

Description

  The present invention relates to an electronic device and an image forming apparatus, and more particularly to a technology that supports early recovery from a device trouble.

  When trouble occurs in electronic equipment, it is important how to reduce downtime. For example, Patent Document 1 below discloses a technique for sending an image of a device taken by a camera or an operator's voice to a call center when an abnormal state of the device occurs, and receiving an instruction from a service person in the call center in real time. Yes. As a result, even if a trouble occurs in the device and the serviceman cannot be rushed immediately, the trouble can be quickly resolved by receiving an instruction from the serviceman.

JP 2005-94659 A

  However, in the technique disclosed in Patent Document 1, an instruction from a service person may not be received in real time due to communication circumstances. In addition, operators who are not familiar with device operation may take an inappropriate action immediately after the trouble occurs until the call center is connected. It is assumed that it is getting worse. In addition, there is a case where the operator does not remember exactly what action was taken before connecting to the call center, which may be a cause of hindering early solution of the trouble.

  The present invention has been made in view of the above circumstances, and an object thereof is to support early recovery from a trouble when a trouble occurs in an electronic device.

  An electronic device according to an aspect of the present invention displays a guidance video indicating a maintenance operation on the display unit during a maintenance operation for solving a trouble that has occurred in the display unit, the microphone, the speaker, and the own device. And a guidance control unit that outputs guidance voice corresponding to the guidance video from the speaker, a voice analysis unit that analyzes voice collected by the microphone, and maintenance work based on the analysis result of the voice analysis unit A work determination unit that determines a work to be subjected to the operation, and the guidance control unit updates at least one of the guidance video or the guidance sound based on a determination result by the work determination unit.

  ADVANTAGE OF THE INVENTION According to this invention, when a trouble generate | occur | produces in an electronic device, it becomes possible to support the early recovery from a trouble through the audio | voice dialogue between an electronic device and a maintenance person.

1 is a perspective view of an image forming apparatus according to an embodiment of the present invention. 2 is a block diagram illustrating an example of an internal configuration of an image forming apparatus. FIG. It is a figure which shows the example of a guidance image | video displayed when recording paper jam occurs. It is a figure which shows the example of interaction between an image forming apparatus and a maintenance person. It is a figure which shows the example of a trouble selection screen. 5 is a flowchart of guidance update processing by the image forming apparatus.

  Hereinafter, an electronic apparatus and an image forming apparatus according to an embodiment of the present invention will be described with reference to the drawings. FIG. 1 is a perspective view showing an appearance of an image forming apparatus according to an embodiment of the present invention.

  An image forming apparatus 1 as an example of an electronic apparatus according to an embodiment of the present invention is a multifunction machine having a plurality of functions such as a facsimile function, a copy function, a printer function, and a scanner function.

  A housing 7 that forms the outline of the image forming apparatus 1 accommodates a plurality of constituent devices for realizing various functions of the image forming apparatus 1. For example, the housing 7 accommodates the image reading unit 5, the image forming unit 12 (FIG. 2), the fixing unit 13 (FIG. 2), the paper feeding unit 30, and the like.

  The image reading unit 5 is an ADF (Auto Document Feeder) having a document conveyance unit 6 and a scanner that optically reads a document conveyed by the document conveyance unit 6 or a document placed on a contact glass (not shown). is there. The image reading unit 5 obtains an image that is an object of image formation by reading a document to be copied or transmitted by facsimile one by one.

  The image forming unit 12 (FIG. 2) includes a photosensitive drum, a charging device, an exposure device, a developing device, and a transfer device. The image read by the image reading unit 5, a personal computer connected to a network, and other facsimiles. An image is formed (printed) on the recording paper supplied from the paper supply unit 30 using the print target data sent from the apparatus. The recording paper on which the image has been formed is discharged to the discharge tray 4 after undergoing a fixing process by the fixing unit 13.

  The operation unit 47 receives an input of an operation instruction for the image forming apparatus 1 by the user. The operation unit 47 includes a touch panel type display unit 473 that displays an operation guidance screen for users, a setting screen for various functions, and the like.

  A microphone 48 and a speaker 49 are provided on the front side surface of the apparatus body 5.

  Next, the internal configuration of the image forming apparatus 1 will be described. FIG. 2 is a block diagram illustrating an internal configuration example of the image forming apparatus 1.

  The image forming apparatus 1 includes a control unit 10. The control unit 10 includes a processor, a RAM (Random Access Memory), a ROM (Read Only Memory), and the like. The processor is, for example, a central processing unit (CPU), a micro processing unit (MPU), or an application specific integrated circuit (ASIC).

  The image reading unit 5 irradiates the document with the light irradiating unit and receives the reflected light with the CCD sensor, thereby reading the image from the document.

  The image processing unit 31 performs image processing on the document image read by the image reading unit 5 as necessary.

  The image memory 32 is an area that temporarily stores a document image obtained by reading by the image reading unit 5 and temporarily stores an image that is an object of image formation by the image forming unit 12.

  The image forming unit 12 forms an image such as a document image read by the image reading unit 5.

  The fixing unit 13 performs a fixing process of heating the recording paper on which the image (toner image) is formed on the surface by the image forming process of the image forming unit 12 and fixing the image on the recording paper by thermocompression bonding.

  The operation unit 47 receives instructions from the user regarding various operations and processes that can be executed by the image forming apparatus 1. The operation unit 47 includes a touch panel type display unit 473 that displays operation guidance and the like to the user.

  The microphone 48 collects sound around the image forming apparatus 1 and converts it into an electric signal. In particular, the microphone 48 collects the voice of the operator of the image forming apparatus 1. Note that the microphone 48 is provided in an appropriate place where the operator's voice is easily collected, for example, in the operation unit 47. The sound analysis unit 101 converts sound that is converted into an electric signal by the microphone 48 to a digital signal, and stores the sound in, for example, a memory (not shown) included in the control unit 10 for a predetermined period.

  The speaker 49 outputs operation sound and sound effect when operating the operation unit 47, guidance sound explaining the operation method, warning sound when a problem occurs in the image forming apparatus 1, and the like. Note that the speaker 49 is provided in a portion that cannot be seen from the outside of the image forming apparatus 1, for example, in the operation unit 47.

  The HDD (hard disk drive) 92 is a large-capacity storage device that stores document images read by the image reading unit 5.

  The control unit 10 includes a control unit 100, a voice analysis unit 101, a work determination unit 102, a trouble determination unit 103, and a guidance control unit 104.

  The control unit 10 includes, for example, a control unit 100, a voice analysis unit 101, a work determination unit 102, a trouble determination unit 103, and a guidance control unit when a computer program stored in the HDD 92 or the like is executed by the processor. 104 functions. In addition, the control part 100, the audio | voice analysis part 101, the work determination part 102, the trouble determination part 103, and the guidance control part 104 may be comprised with a hardware circuit irrespective of the operation | movement based on a computer program.

  The control unit 100 governs overall control of the image forming apparatus 1. More specifically, the control unit 100 includes the image reading unit 5, the document conveying unit 6, the image processing unit 31, the image memory 32, the image forming unit 12, the fixing unit 13, the operation unit 47, the display unit 473, the microphone 48, and the speaker. 49, the HDD 92, and the like, and drive control of these units is performed.

  The voice analysis unit 101 analyzes the voice (operator's uttered voice) collected by the microphone 48 and stored in the memory. For example, the voice analysis unit 101 converts a voice signal into text data using a known technique, further performs a syntax analysis of the text data using a known technique, extracts keywords, etc., and specifies the utterance content. In particular, when a trouble such as recording paper jam or out of toner occurs in the image forming apparatus 1, the voice analysis unit 101 emits a voice while the maintenance person is performing maintenance work to solve the trouble. The sound collected by the microphone 48 and stored in the memory is analyzed.

  The work determination unit 102 determines the work that the maintenance person is trying to perform based on the analysis result of the voice analysis unit 101.

  For example, when the maintenance person who opened the cover of the image forming apparatus 1 in the recording paper jam clearing operation utters “There is no paper. Where is it?”, The voice analysis unit 101 converts the voice of the utterance into text data “ Conversion is made to “no paper” or “where”, and “paper”, “not”, “where”, “is” are extracted as keywords. The work determination unit 102 preliminarily stores and stores a plurality of keywords. Among the text data “no paper” and “where”, the plurality of keywords “paper” “not” “where” It is determined whether or not “A” is included.

  Based on the combination of “paper”, “no”, “where” and “yes” as extracted keywords, which is the analysis result of the voice analysis unit 101, the work determination unit 102 The maintenance person determines that the operation is to remove the recording paper staying in the image forming apparatus 1. In this case, the work determination unit 102 stores a predetermined keyword combination and a work associated with the combination, and the work determination unit 102 associates the keyword with the keyword extracted by the speech analysis unit 101. The performed work is determined as a work that the maintenance person is going to carry out.

  The trouble determination unit 103 determines a new trouble that has occurred in the image forming apparatus 1 during the maintenance work of the image forming apparatus 1 based on the analysis result of the sound analysis unit 101. For example, when the maintenance person who is trying to remove the recording paper staying in the image forming apparatus 1 in the operation of clearing the recording paper jam utters “Paper has been torn. The analysis unit 101 converts the voice of the utterance into text data “paper is torn”, “clogged in the back”, “how to”, and “paper” “torn” “back” “clogged” “how to” Is extracted as a keyword. The trouble determination unit 103 preliminarily stores and stores a plurality of keywords, and the text data “paper torn”, “clogged in the back”, and “what to do” include “paper” It is determined whether or not “broken”, “back”, “clogged”, and “what to do” are included.

  The trouble determination unit 103 generates a new trouble based on the combination of the extracted keywords “paper”, “torn”, “back”, “clogged”, and “how to” as the analysis result of the voice analysis unit 101. Then, it is determined that the trouble is that a piece of paper remains in the image forming apparatus 1. In this case, the trouble determination unit 103 stores a predetermined keyword combination and a trouble associated with the combination, and the trouble determination unit 103 associates the keyword with the keyword extracted by the voice analysis unit 101. The trouble that has been made is determined as a new trouble.

  During the maintenance work, the guidance control unit 104 causes the display unit 473 to display a guidance video indicating the maintenance work, and causes the speaker 49 to output guidance sound corresponding to the guidance video. Guidance video and guidance audio data are stored in a ROM (not shown) or the like constituting the control unit 10 in association with the work determined by the work determination unit 102 and the new trouble determined by the trouble determination unit 103. Has been.

  The guidance control unit 104 reads at least one of the work determined by the work determination unit 102 and the guidance video or guidance voice data associated with the new trouble determined by the trouble determination unit 103 from the ROM or the like. The guidance video is displayed on the display unit 473 and the guidance sound is output from the speaker 49. In the present embodiment, it is assumed that the guidance control unit 104 reads both guidance video and guidance audio data, displays the guidance video on the display unit 473, and outputs the guidance audio from the speaker 49.

  FIG. 3 is a diagram showing an example of a guidance video displayed when a recording paper jam occurs. The guidance control unit 104 displays an explanatory note 41 explaining the flow of the recording paper jam clearing operation on the right side of the display unit 473. In addition, the guidance control unit 104 displays the guidance video 42 in the video display area on the left side of the display unit 473. Further, the guidance control unit 104 displays a cursor 43 made up of, for example, a triangular image that moves in accordance with the progress of the guidance video 42 on the left side of the explanatory note 41.

  In particular, the guidance control unit 104 updates the guidance video and the guidance sound based on the determination result of the work determination unit 102. That is, the guidance control unit 104 reads the guidance video and the guidance sound corresponding to the work indicated by the determination result of the work determination unit 102 and stores the guidance video and the guidance sound as candidates for display by the display unit 473 and output by the speaker 49, for example, in a memory (not shown). Let me.

  As a result, when an utterance of a maintenance person who is performing maintenance work is displayed while an arbitrary guidance video is displayed on the display unit 473, the guidance control unit 104 responds to the utterance and performs an operation to be performed by the maintenance person. The guidance video corresponding to the guidance video can be output from the speaker 49 while switching to the guidance video shown. For this reason, it is possible to update to the guidance video and the guidance voice corresponding to the maintenance work sequentially through the voice dialogue with the maintenance, and the convenience for the user can be improved.

  FIG. 4 is a diagram illustrating an example of a dialogue between the image forming apparatus 1 and a maintenance person. For example, when a recording paper jam occurs in the image forming apparatus 1, a guidance sound “Open the right side cover and remove the paper” flows from the image forming apparatus 1 (the speaker 49). When the maintenance person utters “There is no paper. Where is it?” During the work of clearing the recording paper jam, in response to this, from the image forming apparatus 1, “If there is no paper on the side, slowly open the cassette, Check that there is no paper jam between the claw and the side of the cassette. Further, when the maintenance person tries to pull out the recording paper staying in the image forming apparatus 1 and the recording paper is torn, the phrase “paper has been torn. , The guidance sound “Please slowly remove the cassette and then remove the paper” from the image forming apparatus 1.

  In the guidance control unit 104, it is determined by the trouble determination unit 103 that a new trouble during the maintenance work (in the above example, a trouble in which the recording sheet stays in the image forming apparatus 1 is pulled out and the recording sheet breaks) is generated. In the case, the determined new trouble candidate is displayed on the display unit 473. Further, the guidance control unit 104 displays a guidance video indicating how to deal with the trouble selected from the trouble candidates.

  FIG. 5 is a diagram illustrating an example of a trouble selection screen. For example, when the trouble determination unit 103 determines that troubles relating to damage to the recording paper and the cover of the image forming apparatus 1, that is, two types of troubles have occurred, the guidance control unit 104 determines that the display unit 473 has determined. Buttons 44A and 44B representing the trouble candidates are displayed. When the maintenance person touches either button 44A or 44B, an instruction for the touch operation is received by the operation unit 47, and the guidance control unit 104 selects the selected instruction indicated by the instruction on the display unit 473. Display the guidance video corresponding to the button.

  In addition, the guidance control unit 104 determines that the task determined by the task determination unit 102 is an inappropriate task that is out of the task indicated in the guidance video displayed on the display unit 473, and displays the display unit from the speaker 49. In 473, a guidance sound for prompting confirmation of the guidance video being displayed is output. Here, the guidance control unit 104 stores each work determined by the work determination unit 102 and each inappropriate work associated with each work.

  For example, when the maintenance person utters “how to open the cover?” While displaying the guidance video explaining how to pull out the paper cassette of the image forming apparatus 1, the work determination unit 102 causes the work determination unit 102 to cover the cover of the image forming apparatus 1. The operation to open the door is determined. At this time, the guidance control unit 104 determines that the operation determined by the operation determination unit 102 (in this example, the operation of opening the cover) is the operation indicated in the guidance image displayed on the display unit 473 (in this example, the cassette drawer). If it is determined that the work is stored as an inappropriate work that has deviated from (work), it is stored in association with the “how to pull out the paper feed cassette of the image forming apparatus 1” displayed as a guidance image on the display unit 473. For example, a guidance sound such as “please check the guidance on the display panel” is output from the speaker 49. Thereby, it is possible to prompt the maintenance person to point out an error in the work and perform the correct work.

  Note that the guidance control unit 104 may not only output the sound from the speaker 49 but also turn on an unillustrated indicator lamp or the like disposed on the operation unit 47 to alert the maintenance person.

  In addition to temporarily storing the maintenance person's voice collected by the microphone 48 in the memory, the control unit 100 can also record it in the HDD 92 serving as a recording unit. It is expected that the maintenance person will make various requests and improvements regarding the image forming apparatus 1 such as “I hope it will be more convenient” during maintenance. By recording such sound in the HDD 92 and analyzing it later by the sound analysis unit 101, it can be used to improve the image forming apparatus 1.

  Note that the control unit 100 may perform voice recording of the maintenance person only when the operation unit 47 receives an input of a recording permission instruction indicating recording permission from the maintenance person. This is to protect the privacy of users who do not want voice recording.

  Next, guidance update processing by the image forming apparatus 1 will be described. FIG. 6 is a flowchart of guidance update processing by the image forming apparatus 1.

  When a trouble such as recording paper jam or out of toner occurs in the image forming apparatus 1, the guidance control unit 104 causes the display unit 473 to display a guidance video indicating maintenance work for solving the trouble (S1). The maintenance person performs maintenance work while watching the guidance video.

  When the maintenance person utters during the maintenance work and the microphone 48 collects the uttered voice (YES in S2), the voice analysis unit 101 analyzes the voice (S3). Furthermore, the work determination unit 102 determines the work that the maintenance person is going to perform based on the analysis result of the voice analysis unit 101 (S4).

  When the guidance control unit 104 determines that the work determined by the work determination unit 102 is an inappropriate work that is out of the work shown in the guidance video displayed on the display unit 473 (NO in S5), A guidance sound for prompting confirmation of the guidance video being displayed on the display unit 473 is output from the speaker 49 (S6). Thereafter, the guidance control unit 104 continues to display the guidance video until a new utterance is made by the maintenance person.

  When the guidance control unit 104 determines that the work determined by the work determination unit 102 is a work along the work indicated in the guidance video displayed on the display unit 473 (YES in S5), trouble determination The unit 103 determines a new trouble that has occurred in the image forming apparatus 1 during the maintenance work of the image forming apparatus 1 based on the analysis result of the sound analysis unit 101 (S7). If no new trouble has occurred (NO in S7), the guidance control unit 104 displays a guidance video indicating the work determined by the work determination unit 102 on the display unit 473 (S8), and the speaker 49. The guidance voice corresponding to the guidance video is output (S9). Thereafter, the guidance control unit 104 continues to display the guidance video until a new utterance is made by the maintenance person.

  On the other hand, when the trouble determination unit 103 determines that a new trouble has occurred in the image forming apparatus 1 during the maintenance operation of the image forming apparatus 1 (YES in S7), the guidance control unit 104 makes a determination to the display unit 473. The displayed trouble candidates are displayed (S10). When the maintenance person selects any of the trouble candidates displayed on the display unit 473 (YES in S11), the guidance control unit 104 causes the display unit 473 to display a guidance indicating how to deal with the selected trouble. The video is displayed (S12), and the guidance sound corresponding to the guidance video is output from the speaker 49 (S13). Thereafter, the guidance control unit 104 continues to display the guidance video until a new utterance is made by the maintenance person.

  As described above, according to the present embodiment, when a trouble occurs in the image forming apparatus 1, it is possible to support early recovery from the trouble through a voice dialogue between the image forming apparatus 1 and a maintenance person.

  The present invention is not limited to the configuration of the above embodiment, and various modifications can be made. For example, in the above embodiment, the image forming apparatus is described as an example of the electronic apparatus according to the present invention. However, this is only an example, and the electronic apparatus according to the present invention includes a display unit, a microphone, and a speaker. A device such as a printer, a copier, a facsimile machine, a medical device, a ticket vending machine, or the like provided with

  The configuration and processing shown in the above embodiment using FIGS. 1 to 6 are only one embodiment of the present invention, and are not intended to limit the present invention to the configuration and processing.

1 Image forming device (electronic equipment)
12 Image forming unit 473 Display unit 48 Microphone 49 Speaker 101 Voice analysis unit 102 Work determination unit 103 Trouble determination unit 104 Guidance control unit

Claims (6)

A display unit;
A microphone,
Speakers,
A guidance control unit that displays a guidance video indicating the maintenance work on the display unit and outputs a guidance voice corresponding to the guidance video from the speaker during maintenance work for solving the trouble that has occurred in the own machine;
A voice analysis unit that analyzes voice collected by the microphone;
A work determination unit for determining a work to be a maintenance work based on the analysis result of the voice analysis unit;
The said guidance control part is an electronic device which updates at least one of the said guidance image | video or the said guidance audio | voice based on the determination result by the said work determination part.   The guidance control unit displays from the speaker on the display unit when the operation determined by the operation determination unit is an inappropriate operation deviated from the operation shown in the guidance video displayed on the display unit. The electronic device according to claim 1, wherein a guidance voice for prompting confirmation of a guidance video in the inside is output. Based on the analysis result of the voice analysis unit, a trouble determination unit that determines a new trouble that occurred in the own machine during the maintenance work of the own machine,
When the trouble determining unit determines that a new trouble has occurred, the guidance control unit displays the determined trouble candidate on the display unit, and further selects a trouble selected from the trouble candidates. The electronic device according to claim 1, wherein a guidance video indicating a coping method is displayed.   The electronic device according to claim 1, further comprising a recording unit that records sound collected by the microphone. An operation unit for receiving an input of a recording permission instruction indicating a recording permission from the person who has made the sound
The electronic device according to claim 4, wherein the recording unit records the sound when the recording permission instruction is input to the operation unit. An electronic device according to any one of claims 1 to 5,
An image forming apparatus comprising: an image forming unit that forms an image on recording paper.