WO2017186650A1

WO2017186650A1 - Multilingual repair management system and method

Info

Publication number: WO2017186650A1
Application number: PCT/EP2017/059680
Authority: WO
Inventors: Rajeev NAYYAR; Michael Duncan CARELESS
Original assignee: Tactile Limited
Priority date: 2016-04-26
Filing date: 2017-04-24
Publication date: 2017-11-02
Also published as: GB2549929A

Abstract

A computer-implemented repair diagnostic method is provided that using a repair management apparatus to translate an input text in a first language into an output text in a second language. If possible text segments are translated by matching against a text segment database. Otherwise a translation engine is employed. Segments translated by said engine are highlighted so the user may edit the resultant translations.

Description

MULTILINGUAL REPAIR MANAGEMENT SYSTEM AND METHOD

The present invention relates to a repair management system and method, particular to a repair management system and method for repair reporting without the need for users to speak the same language.

Repair enquiries or messages are frequently made by tenants or other occupiers to the person or entity that manages the property that that they occupy regarding

malfunctions or failures of objects in or forming part of the property such as household appliances.

Typically, if a tenant finds a fault in a home appliance (e.g. a washing machine), a piece of furniture supplied as part of the occupation agreement or a part of their property that they occupy, it is the responsibility of the person or entity who has rented the property to fix the fault. That person or entity may manage the property themselves or through a third party and in each case the person or entity that manages the property is responsible for receiving communications about faults from the tenant. Before the fault can be fixed, the problem needs to be diagnosed and then the appropriate action needs to be taken by the person or entity that manages the property. This action might be the sending of a repair man to fix the fault or it may simply be enough to provide the tenant with instructions to fix the fault themselves.

Managing the process of dealing with faults can be very time consuming and costly, particularly for property managers with a large number of properties to look after.

In addition, it is quite common for tenants or occupiers not to have the same first language as the person who manages the property that they occupy. For example, in a certain location, it might be expected that the property manager speaks a certain language, but many tenants may have poor written skills in that language. As a result, the act of reporting faults is not trivial, especially for non-native language speakers.

It is an object of the invention to provide a repair management system and method that has a number of benefits when compared to conventional systems. According to an aspect of the invention, there is provided a computer-implemented repair management method comprising using a repair management apparatus to translate an input text in a first language into an output text in a second language, the method further comprising using the repair management apparatus to: store a text segment database comprising a plurality of text items, each text item comprising a text segment in the first language and a translation of the text segment in the second language; receive the input text in the first language from a user; process the input text to divide the input text into a number of determined text segments; compare each determined text segment with the text segments in the first language in the text segment database; wherein if a determined text segment matches a text segment in the first language for a text item in the text segment database, the method further comprises using the repair management apparatus to retrieve the corresponding text segment in the second language for said text item to provide a retrieved translated text segment; wherein if a determined text segment does not match any text segments in the first language in the text segment database, the method further comprises using the repair management apparatus to send the determined text segment to translation engine to translate the determined text segment into the second language to provide an engine translated text segment; wherein the method further comprises using the repair management apparatus to: combine any retrieved translated text segments and any engine translated text segments to form the output text in the second language; store the output text in the second language in a repair report; and output the repair report to a user of the repair management apparatus; highlight any engine translated text segments in the output text, and provide the highlighted output text for user review; receive a user indication for a highlighted engine translated text segment in the highlighted output text, the user indication indicating that said highlighted engine translated text segment is incorrect, and receive a corrected translated text segment in the second language for said highlighted engine translated text segment; and store any corrected translated text segments in the text segment database along with the corresponding determined text segment in the first language as a new text item.

In the context of repair, it will be appreciated that many user repair reports are written in similar ways, using similar phrases. Hence, phrases such as "Please fix it" or "Please call me" may be very common. This aspect enables a user to correct common translation errors and ensure that future translations use the correct translation. Embodiments of the invention can also reduce costs for the user of the repair management apparatus. For example, it is common in commercial environments for translation engines to charge per translation. By storing translations of text segments in the text segment database, and using retrieved translated text segments (as opposed to engine translated text segment), the user of the user of the repair management apparatus can reduce translation charges. This can lead to very large cost savings over time. Also, by using retrieved translated text segments instead of engine translated text segment, less communications bandwidth may be needed for the repair management apparatus, further reducing costs.

In some embodiments, the method further comprises using the repair management apparatus to: store an engine translated text segment in the text segment database along with the corresponding determined text segment in the first language as a new text item.

In some embodiments, the method further comprises using the repair management apparatus to: store information on determined text segments used in a number of input texts; wherein for a determined text segment that is used over a threshold amount storing the corresponding engine translated text segment in the text segment database along with the determined text segment in the first language as a new text item.

By storing new text items in this way, the repair management apparatus can grow the text segment database automatically. This can lead to cost and efficiency savings.

In some embodiments, the method further comprises storing response information associated with at least one text item in the text segment database; wherein if a determined text segment matches a text segment in the first language for a said text that is associated with response information, providing the user with the response information. In some embodiments, the response information relates to repair of an object, the repair information comprising information to aid the user repair the object and/or a manual of the object. The information could be text and/or videos and may be provided to the user in the first language. In some embodiments, the method further comprises: storing the response information for the at least one text item in the text segment database in the first language and in the second language; providing the user that provided the input text in the first language with the response information in the first language.

In some embodiments, the input text in the first language is received in a repair message comprising information regarding the user including at least one of: location of the user, identity of the user, language spoken by the user, and availability of the user for repair visits.

In some embodiments, if a determined text segment matches a text segment in the first language for a text item in the text segment database, the method further comprises using the repair management apparatus to determine if said text item comprises the corresponding text segment in the second language for said text item; wherein if said text item comprises the corresponding text segment in the second language for said text item, the method comprises using the repair management apparatus to retrieve the corresponding text segment to provide a retrieved translated text segment; wherein if said text item does not comprise the corresponding text segment in the second language for said text item, the method further comprises using the repair management apparatus to send the determined text segment to translation engine to translate the determined text segment into the second language to provide an engine translated text segment.

In ome embodiments the text segment database may store individual words as text segments (e.g. a word in the first language and a translation of that word in the second language). In such embodiments, the method may comparing each word in each determined text segment against the single word entries in the text segment database 110, retrieving the translations in the second language if they are present. The remaining parts of such determined text segments (i.e. the other words in the determined text segment that are not single word entries in the text segment database) may be machine translated.

According to an aspect of the invention, there is provided a repair management apparatus arranged to translate an input text in a first language into an output text in a second language, the repair management apparatus comprising: a text segment database comprising a plurality of text items, each text item comprising a text segment in the first language and a translation of the text segment in the second language; a communications mechanism arranged to receive the input text in the first language; a text processor arranged to divide the input text into a number of determined text segments, and to compare each determined text segment with the text segments in the first language in the text segment database; wherein if a determined text segment matches a text segment in the first language for a text item in the text segment database, the text processor is arranged to retrieve the corresponding text segment in the second language for said text item to provide a retrieved translated text segment; wherein if a determined text segment does not match any text segments in the first language in the text segment database, the communications mechanism is arranged to send the determined text segment to a translation engine to provide an engine translated text segment in the second language; wherein the text processor is further arranged to combine any retrieved translated text segments and any engine translated text segments to form an output text in the second language, and to store the output text in the second language in a repair report; an output mechanism arranged to output the repair report to a user of the repair management apparatus; wherein the text processor is further arranged to highlight any engine translated text segments in the output text, and provide the highlighted output text for user review; wherein the communications mechanism is further arranged to receive a user indication for a highlighted engine translated text segment in the highlighted output text, the user indication indicating that said highlighted engine translated text segment is incorrect, and to receive a corrected translated text segment in the second language for said highlighted engine translated text segment; wherein the text segment database is arranged to store any corrected translated text segments in the text segment database along with the corresponding text segment in the first language as a new text item.

In some embodiments, the repair management apparatus further comprises the translation engine.

In some embodiments, the translation engine is stored on an external apparatus, and the communications mechanism is arranged to query the translation engine on the external apparatus.

According to an aspect of the invention, there is provided a repair management system comprising a repair management apparatus according to any of the above aspects; and a user terminal comprising an input means for obtaining the input text; wherein the communications mechanism is arranged to receive the input text from the user terminal. According to an aspect of the invention, there is provided a computer readable medium carrying computer readable code for controlling a computer to carry out the method of any one of the above aspects. According to an aspect of the invention, there is a computer readable medium carrying computer readable code for controlling a computer to carry out the method of any one of the above aspects.

Embodiments of the present invention will now be described, by way of example only, with reference to the accompanying drawings, in which:

Figure ι shows a schematic illustration of a repair management apparatus according to a first embodiment of the invention;

Figure 2 shows a flow chart of the operation of the first embodiment;

Figure 3 shows a schematic illustration of a repair management system according to a second embodiment of the invention; and

Figure 4 shows a schematic illustration of a user terminal according to the second embodiment of the invention. Figure 1 shows a schematic diagram of repair management apparatus 100 according to a first embodiment of the invention.

In this embodiment there is a text segment database 110, a communications mechanism 120, a text processor 130, and an output mechanism 140.

The text segment database 110 comprises a plurality of text items, each text item comprising a text segment in the first language and a translation of the text segment in the second language. The communications mechanism 120 is arranged to receive the input text in the first language from a user. The user in this context would typically be a user wishing to report a fault.

For example, the communications mechanism 110 may receive the first image data from a user's device (not shown) such as a smartphone, tablet or PC. However, other embodiments of the invention could be implemented in different ways, and the repair management apparatus 100 may in some embodiments comprise a suitable input device.

The text processor 130 is arranged to divide the input text into a number of determined text segments, and to compare each determined text segment with the text segments in the first language in the text segment database 110. As discussed in more detail the text processor 130 obtains retrieved translated text segments in the second language from the text segment database 110 and engine translated text segment in the second language from translation engine (not shown). The text processor 130 then can combine any retrieved translated text segments and any engine translated text segments to form an output text in the second language, and then to store the output text in the second language in a repair report.

The output mechanism 140 is arranged to output the repair report to a user of the repair management apparatus. In some embodiments, the repair management apparatus 100 may comprise a suitable user interface (e.g. a display) for providing information on the repair report to the user of the repair management apparatus 100. In other embodiments, information on the repair report may be sent to an external device.

In this embodiment, the repair report provided by the output mechanism 140 can be used by the user of the repair management apparatus 100 (e.g. a property manager) to trigger a repair action. The repair action may take various forms, depending on the nature of the object or the nature of the fault.

The repair management apparatus 100 enables the reporting of a fault or need for repair to be made in a repair management (or repair reporting) process based on an input text in a first language that is translated into a second language. For example, in the case of a use wishing to report a fault with an object, the user of the object may wish to report the fault. The user may speak the first language and the user of the repair management apparatus 100 may speak the second language. As an illustrative example, the object may be a household appliance and the user of the object may be a tenant who needs to report the fault to their property manager (user of the repair management apparatus 100). The property manager may use the repair management apparatus 100 to obtain a translation of the input phase in the second language. As a result, it is not necessary for the user of the object (e.g. the occupier) to describe the object or the fault affecting such object, either orally or in writing, to the user of the repair diagnostic apparatus 100 in the second language.

An example operation the repair management apparatus 100 will be discussed below in relation to Figure. 2. At step Si, the communications mechanism 120 receives an input text in the first language from a user. The input text may be any communication relating to repair.

At step S2, the text processor 130 divides the input text into a number of determined text segments. The input text may be divided into text segments in a variety of different ways. For example, the text processor 130 can divide the input text according to:

• A piece of markup found within defined markup boundary tags("p", "hi", "I12", "h3", "h4", "h5", "h6", "div", "td", "tr", "th", "thead", "tbody", "table")

• A string of text divided by a sentence breaker (newline characters, full stop, colon, semi-colon, exclamation mark, question mark etc.)

• A string without leading or trailing whitespace

• A string no longer than 800 characters

For example, consider the following input text is:

"My window is broken. Please fix it"

In this example, the text processor 130 at step S2 may divide the input text into two determined text segments:

Text segment 1: My window is broken

Text segment 2: Please fix it

This division of the input text into two text segments is based in this example on the presence of the full stop between "broken" and "Please". In other embodiments, the text processor 130 may divide the input text in other ways.

At step S3, the text processor 130 compares each determined text segment with the text segments in the first language in the text segment database 110.

A simplified illustration of the text segment database 110 is provided below in Table 1. In Table 1, the first language is English and the second language is German.

Table 1

Table 1 show text items 1 and 2. Each text item comprises a text segment in the first language and that text segment in the second language. Hence, each text item comprises a text segment in the first language and a translation of the text segment in the second language.

Hence, in the above example, in step S3, the text processor 130 would compare text segment 1 (My window is broken) and text segment 2 (Please fix it) with text items 1 and 2.

If a determined text segment matches a text segment in the first language for a text item in the text segment database 110, the text processor 130 is arranged to retrieve the corresponding text segment in the second language for said text item to provide a retrieved translated text segment at step S4.

If a determined text segment does not match any text segments in the first language in the text segment database 110, the communications mechanism 120 is arranged to send the determined text segment to a translation engine at step S5. At step S6, an engine translated text segment in the second language is received that corresponds to the determined text segment.

Hence, in the above example, text segment 1 (My window is broken) is not in the text segment database 110. Hence, this text segment would be sent to a translation engine for translation. This may return an engine translated text segment in the second language such as "Mein Fenster ist kaputt"

Text segment 1 (Please fix it) is also not in the text segment database no. Hence, this text segment would be sent to a translation engine for translation. This may return an engine translated text segment in the second language such as "Bitte beheben"

It is noted that "Bitte reparieren" is an imperfect translation of text segment 2 (Please fix it). For example, a better translation of "Please fix it" into German may be "Bitte reparieren", as discussed in more detail below.

At step S7, the text processor 130 is arranged to combine any retrieved translated text segments and any engine translated text segments to form an output text in the second language. The text processor 130 stores the output text in the second language in a repair report. The text processor 130 may combine the retrieved translated text segments and the engine translated text segments in an appropriate (e.g. language specific) order to form the output text.

Hence, in the above example, the repair report may contain the output text:

"Mein Fenster ist kaputt. Bitte beheben"

At step S8, the output mechanism 140 is arranged to output the repair report to a user of the repair management apparatus. The repair report need not be output directly to a user of the repair diagnostic apparatus. It could be output to an external apparatus.

Then, at step S9, the text processor 130 is further arranged to highlight any engine translated text segments in the output text, and provide the highlighted output text for user review. The user in this context may be a translations expert. The highlighting can take any form, such as underlining, bold, using a different font, using a different colour text etc.

Hence, in the highlighted output text in the above example may be:

"Mein Fenster ist kaputt. Bitte beheben" Both "Mein Fenster ist kaput" and "Bitte beheben" are highlighted, because both were engine translated text segments. The user is also provided with the original determined text segments in the first language. At step Sio, the communications mechanism 120 is arranged to receive a user indication for a highlighted engine translated text segment in the highlighted output text. This user indication may indicate that a highlighted engine translated text segment is incorrect. Or, this user indication may include a corrected translated text segment in the second language for said highlighted engine translated text segment.

As discussed, "Bitte reparieren" is an imperfect translation of text segment 2 (Please fix it). For example, a better translation of "Please fix it" into German may be "Bitte reparieren". Hence, the user indication may include a corrected translated text segment for "Bitte beheben", e.g. "Bitte reparieren".

At step S11, the text segment database is arranged to store any corrected translated text segments in the text segment database 110 along with the corresponding text segment in the first language as a new text item. Hence, the text segment database 110 may be updated from Table 1 to Table 2.

Table 2

Table 2 show text items 1 and 2, and new text item 3. Each text item comprises a text segment in the first language and that text segment in the second language. Hence, each text item comprises a text segment in the first language and a translation of the text segment in the second language.

As result, the next time a user wishes to report a fault and uses the text "Please fix it", instead of the text segment "Please fix it" being sent to a translation engine, the text processor 130 will obtain a retrieved translated text segment "Bitte reparieren" at step S4. Hence, the repair management apparatus 100 provides a use case specific translation function that operates as a layer above a translation engine. This can provide better translations for text segments than what is provided by translation engines. In some embodiments, the text segment database no may store individual words as text segments. In other words, a text segment could be as small as an individual word. This is useful for commonly mistranslated words in the context of repair.

Furthermore, in the context of repair, it will be appreciated that many user repair reports are written in similar ways, using similar phrases. Hence, phrases such as "Please fix it" or "Please call me" may be very common. This embodiment enables a user to correct common translation errors and ensure that future translations use the correct translation. Embodiments of the invention can also reduce costs for the user of the repair management apparatus 100. For example, it is common in commercial environments for translation engines to charge per translation. By storing translations of text segments in the text segment database 110, and using retrieved translated text segments (as opposed to engine translated text segment), the user of the user of the repair management apparatus 100 can reduce translation charges. This can lead to very large cost savings over time.

Also, by using retrieved translated text segments instead of engine translated text segment, less communications bandwidth may be needed for the repair management apparatus 100, further reducing costs.

In some embodiments, the repair management apparatus 100 does not just store corrected translated text segments in the text segment database 110 along with the corresponding text segment in the first language as new text items. In some

embodiments, the repair management apparatus 100 may store new text items for commonly used text segments, even if these have been translated by a translation engine. This can reduce bandwidth needed for the repair management apparatus 100 in communication with an external translation engine. For example, repair management apparatus 100 may monitor all input text and if a text segment is used over a threshold amount, the repair management apparatus 100 may store the text segment in the first language and its engine translated text segment in the second language as a new text item. In other words, the repair management apparatus 100 may count the number of times a text segment is used, and if it is used over the threshold amount (which for example may be an absolute number or a number per times in a given time period), a new text item is stored.

By storing new text items in this way, the repair management apparatus 100 can grow the text segment database 110 automatically. This can lead to cost and efficiency savings as mentioned above.

In some embodiments, the text segment database 110 may store response information associated with at least one text item in the text segment database. In such

embodiments, if a determined text segment matches a text segment in the first language for a said text that is associated with response information, the repair management apparatus can provide the user with the response information.

For example, the response information may relate to repair of an object. As an example, the response information may comprise information to aid the user repair the object and/or a manual of the object.

As an illustrative example, a simplified illustration of such a text segment database 110 is provided below in Table 3.

Table 3

Table 3 show text items 1 to 3. Each text item comprises a text segment in the first language and that text segment in the second language. Also, text item 2 comprises response information that is a boiler repair guide. Hence, based on the determination that "My boiler does not work" is a text segment that is part of an input text, the repair management apparatus 100 may recognise that this text segment relates to a nonfunctioning boiler and may automatically our a boiler repair guide to the user.

It will be appreciated that response information in the text segment database 110 may be stored in multiple languages and therefore may be provided to the user that provided the input text in their native language.

In some embodiments, the repair management apparatus 100 further comprises the translation engine. In other embodiments, the translation engine is stored on an external apparatus, and the communications mechanism 120 is arranged to query the translation engine on the external apparatus.

As discussed, in some embodiments the text segment database 110 may store individual words as text segments (e.g. a word in the first language and a translation of that word in the second language). In such embodiments, the text processor 130 may compare each word in each determined text segment against the single word entries in the text segment database 110, retrieving the translations in the second language if they are present. The remaining parts of such determined text segments (i.e. the other words in the determined text segment that are not single word entries in the text segment database 110) may be machine translated.

Embodiments of the invention can also provide a repair management system

comprising a repair management apparatus and a user terminal comprising an input means for obtaining the input text. In such embodiments, the communications mechanism 1201s arranged to receive the input text from the user terminal.

Figure 3 shows a schematic diagram of repair management system 20 according to a second embodiment of the invention.

In this embodiment there is a repair management apparatus 200 that comprises a communications mechanism 220, a text processor 230, and an output mechanism 240. The repair management system 200 is in communication with an external text segment database 210 and a translation engine 270. The communications mechanism 220 can communicate with the text segment database 210 and the translation engine 270 via the network 260. The external text segment database 210 comprises a plurality of text items, each text item comprising a text segment in the first language and a translation of the text segment in the second language. The translation engine 270 in this embodiment is a server, service or the like, that can provide a translation of input text from one language to another.

There is also a user terminal 250, shown in more detail in Figure 4, that comprises a communications mechanism 251, and a user interface 252.

The communications mechanism 251 of the user terminal 250 can communicate with the communications mechanism 211 of the repair management apparatus 200 via the network 260. The network 260 in this embodiment is the internet, however, embodiments of the invention are not limited to this and any suitable communications technology could be used.

An example operation the repair management apparatus 200 will be discussed below. In this example, user A of the user terminal 250 is a tenant and the repair management apparatus 200 is under the control of user B, who is a property manager. In this example, the user terminal 250 is a smartphone.

User A has a washing machine X that is at fault. User A wishes to report this fault to the property manager B. In this embodiment, it is assumed that user A and user B do not share a common language. User A speaks a first language (e.g. Polish) and user B speaks a second language (e.g. English).

The user A writes a message to user B indicating that there is a fault with washing machine X using the user interface 252 of the user terminal 250. This message can be considered to be input text in the first language.

Then the communications mechanism 251 of the user terminal 250 sends the input text in the first language to the communications mechanism 221 of the repair management apparatus 200 via network 260. In this embodiment, user A may be running a suitable application on the user terminal 250 (i.e. smartphone) that is provided by p user B. However, other embodiments of the invention are not limited to this. As discussed, in this embodiment, it is assumed that user A and user B do not share a common language. As a result, the application running on the user terminal 250 may be in the native tongue of user A (first language), while the output of the repair management apparatus 200 (e.g. a repair report) may be in the native tongue of property manager B (second language).

In this embodiment, the input text in the first language is sent as a fault message by the application on the user terminal 250. The fault message comprises information regarding user A including the location and identity of user A. The location of user A could be provided by a GPS system in the user terminal 250 (not shown), and the identity of user A may be known to the application on the user terminal 250 via a suitable log-in.

The communications mechanism 220 of the repair management apparatus 200 receives the input text in the first language. The text processor 230 divides the input text into a number of determined text segments. The input text may be divided into text segments in a variety of different ways, as discussed above.

The text processor 230 compares each determined text segment with the text segments in the first language in the external text segment database 210.

If a determined text segment matches a text segment in the first language for a text item in the external text segment database 210, the text processor 230 is arranged to retrieve the corresponding text segment in the second language for said text item to provide a retrieved translated text segment. If a determined text segment does not match any text segments in the first language in the external text segment database 210, the communications mechanism 220 is arranged to send the determined text segment to the translation engine 270. An engine translated text segment in the second language is received from the translation engine 270 that corresponds to the determined text segment.

The text processor 230 combines any retrieved translated text segments and any engine translated text segments to form output text in the second language. The text processor 230 stores the output text in the second language in a repair report. The text processor 230 may combine the retrieved translated text segments and the engine translated text segments in an appropriate (e.g. language specific) order to form the output text. The order of combination of text segments may be according to stored rules.

Hence, in this example, the repair report would indicate, in the second language, that user A has a fault associated with washing machine X.

The output mechanism 240 then outputs the repair report to user B of the repair management apparatus. The repair report may be output to user B in a variety of different ways. For example, it may be sent as a message to user B, or may be displayed on the repair management apparatus 200 on a display or user interface (not shown) for user B to see.

In this embodiment, the fault message comprises information regarding user A including the location and identity of user A. Hence, the repair report for user B in this embodiment can include: the text in the second language, and the identity and location of user A. This repair process is driven by the specific repair report and may include (as appropriate) instruction of a contractor to resolve, instruction of a contractor to quote to resolve, notification to an appropriate insurer, referral for resolution to a property owner (if different to the property manager) or referral for resolution to an occupier in accordance with the terms on which they occupy the property

Therefore, by using such a method, the repair management apparatus 200 can provide the user B with a repair report that details information about a faulty appliance and the identity and location of user A without text or voice communication between user A and user B in the same language. For example, the language used on the user interface 253 on the user terminal 250 may be the mother tongue of user A, which may be different to the language spoken by user B.

The text processor 230 is further arranged to highlight any engine translated text segments in the output text, and provide the highlighted output text for user review. The user in this context may be a translations expert, i.e. not necessarily user B. The highlighting can take any form, such as underlining, bold, using a different font, using a different colour text etc. For ease of explanation, as an example, it is will assumed that the highlighted output text is sent to user C (a translation expert) by the communications mechanism 220 over the network 260. The highlighted output text may be sent to user C because a poor translation has been noted by user B or by another user of the system. For example, it may be the case that not every output text in the second language is highlighted in this way. It may be the case that translations that are deemed poor (e.g. if they do not make sense to user B when reading them in the second language) have highlighted output text generated and sent for user review.

The communications mechanism 220 then receives a user indication from user C for a highlighted engine translated text segment in the highlighted output text. This user indication may indicate that a highlighted engine translated text segment is incorrect. Or, this user indication may include a corrected translated text segment in the second language for said highlighted engine translated text segment. The external text segment database 210 then stores any corrected translated text segments in the external text segment database 210 along with the corresponding text segment in the first language as a new text item.

In some embodiments, the external text segment database 210 may additionally comprise repair information for text item. For example, if a text item contained the text segment "My boiler does not work", the repair information could be basic information on boiler repair. This repair information could be of the sort that may enable the user reporting the fault to fix the fault themselves. Hence, when the text processor 230 queries the divided text segments against the data stored in the external text segment database 210, the text processor 230 may determine that a certain text segment is associated with repair information. In some embodiments, based on the repair report, information may be sent to the user as a fault response message. The repair response message may include any of a request for input of further text in the first language, or a query about a fault, a solution to a fault or a treatment for a fault. The repair response message may instruct, inform or advise the user. If the output is a request for a further text from the user, the steps described herein above may be repeated for the second input text in the first language. Alternatively, if the repair response message is a solution to the fault, the user may attempt to solve the fault according to the outputted solution.

In some embodiments, user B (or another user of the repair management apparatus 200) can edit data in the external text segment database 210. This editing could involve adding new text items manually or adding repair information for text items.

In some of the above embodiments, household appliances are provided as examples of suitable "objects" that could be at fault and need repair. However, it will be appreciated that the apparatuses and methods discussed above could be used with anything that a user may wish to report a fault to a repair management system. The object could, for example, represent a stain on a wall or wallpaper that has come loose. More generally, the object could be any object and embodiments of the invention are not limited to reporting faults in household or domestic environments

Although some embodiments have been discussed in terms of a text segment database comprising text items with text segments in first and second languages, embodiments of the invention are not limited to this. For example, each text item may comprise a text segment in the first language, a translation of the text segment in the second language, and a translation of the text segment in a third language etc. Hence, repair

management apparatuses according to some embodiments of the invention may handle multiple languages.

Furthermore, it is not required that each text item in the text segment database comprises text segments for each supported language.

In some embodiments, if a determined text segment matches a text segment in the first language for a text item in the text segment database, the repair management apparatus determines if the text item comprises the corresponding text segment in the second language for said text item. If the text item has the corresponding text segment in the second language then this can be used as a retrieved translated text segment. However, if the text item does not have the corresponding text segment in the second language (e.g. it has it in a third or fourth language, but not the second) then an engine translated text segment is obtained for that text segment. Although some embodiments have been discussed in terms of different languages for the text segments in the text item in the text segment database, "language" in this context could encompass national or regional dialects or variations of the same base language (e.g. American English and Australian English).

The apparatuses described above may be implemented on a single device or multiple devices in communication. More generally, it will be appreciated that the hardware used by embodiments of the invention can take a number of different forms. For example, all the components of embodiments of the invention could be provided by a single device, or different components of could be provided on separate devices. More generally, it will be appreciated that embodiments of the invention can provide a system that comprises one device or several devices in communication.

Although in the specific embodiment described above the internet is used, this is not essential to the present invention. The present invention can be applied to an application shared between machines that communicate with each other, for example, over a network. Therefore, although the specific embodiment network uses the Internet, the present invention is applicable to any network whether it be a conventional landline network or a wireless network. More specifically, the present invention is applicable to the Internet, an intranet, an extranet, a local area network, a wide area network or a network employing wireless application protocol.

Many further variations and modifications will suggest themselves to those versed in the art upon making reference to the foregoing illustrative embodiments, which are given by way of example only, and which are not intended to limit the scope of the invention, that being determined by the appended claims.

Claims

Claims l. A computer-implemented repair management method comprising using a repair management apparatus to translate an input text in a first language into an 5 output text in a second language, the method further comprising using the repair

management apparatus to:

store a text segment database comprising a plurality of text items, each text item comprising a text segment in the first language and a translation of the text segment in the second language;

o receive the input text in the first language from a user;

process the input text to divide the input text into a number of determined text segments;

compare each determined text segment with the text segments in the first language in the text segment database;

5 wherein if a determined text segment matches a text segment in the first

language for a text item in the text segment database, the method further comprises using the repair management apparatus to retrieve the corresponding text segment in the second language for said text item to provide a retrieved translated text segment; wherein if a determined text segment does not match any text segments in theo first language in the text segment database, the method further comprises using the repair management apparatus to send the determined text segment to translation engine to translate the determined text segment into the second language to provide an engine translated text segment; wherein the method further comprises using the repair management apparatus to:

5 combine any retrieved translated text segments and any engine translated text segments to form the output text in the second language;

store the output text in the second language in a repair report; and output the repair report to a user of the repair management apparatus;

highlight any engine translated text segments in the output text, and provide the0 highlighted output text for user review;

receive a user indication for a highlighted engine translated text segment in the highlighted output text, the user indication indicating that said highlighted engine translated text segment is incorrect, and receive a corrected translated text segment in the second language for said highlighted engine translated text segment; and store any corrected translated text segments in the text segment database along with the corresponding determined text segment in the first language as a new text item.

2. A method according to claim l, further comprising using the repair

management apparatus to:

store an engine translated text segment in the text segment database along with the corresponding determined text segment in the first language as a new text item.

3. A method according to claim 1 or 3, further comprising using the repair management apparatus to:

store information on determined text segments used in a number of input texts; wherein for a determined text segment that is used over a threshold amount storing the corresponding engine translated text segment in the text segment database along with the determined text segment in the first language as a new text item.

4. A method according to any preceding claim, further comprising:

storing response information associated with at least one text item in the text segment database;

wherein if a determined text segment matches a text segment in the first language for a said text that is associated with response information, providing the user with the response information.

5. A method according to claim 4, wherein the response information relates to repair of an object, the repair information comprising information to aid the user repair the object and/or a manual of the object.

6. A method according to claim 4 or 5, further comprising:

storing the response information for the at least one text item in the text segment database in the first language and in the second language;

providing the user that provided the input text in the first language with the response information in the first language.

7. A method according to any preceding claim, wherein the input text in the first language is received in a repair message comprising information regarding the user including at least one of: location of the user, identity of the user, language spoken by the user, and availability of the user for repair visits.

8. A method according to any preceding claim, wherein if a determined text segment matches a text segment in the first language for a text item in the text segment database, the method further comprises using the repair management apparatus to determine if said text item comprises the corresponding text segment in the second language for said text item;

wherein if said text item comprises the corresponding text segment in the second language for said text item, the method comprises using the repair management apparatus to retrieve the corresponding text segment to provide a retrieved translated text segment;

wherein if said text item does not comprise the corresponding text segment in the second language for said text item, the method further comprises using the repair management apparatus to send the determined text segment to translation engine to translate the determined text segment into the second language to provide an engine translated text segment

9. A repair management apparatus arranged to translate an input text in a first language into an output text in a second language, the repair management apparatus comprising:

a text segment database comprising a plurality of text items, each text item comprising a text segment in the first language and a translation of the text segment in the second language;

a communications mechanism arranged to receive the input text in the first language;

a text processor arranged to divide the input text into a number of determined text segments, and to compare each determined text segment with the text segments in the first language in the text segment database;

wherein if a determined text segment matches a text segment in the first language for a text item in the text segment database, the text processor is arranged to retrieve the corresponding text segment in the second language for said text item to provide a retrieved translated text segment;

wherein if a determined text segment does not match any text segments in the first language in the text segment database, the communications mechanism is arranged to send the determined text segment to a translation engine to provide an engine translated text segment in the second language;

wherein the text processor is further arranged to combine any retrieved translated text segments and any engine translated text segments to form an output text in the second language, and to store the output text in the second language in a repair report;

an output mechanism arranged to output the repair report to a user of the repair management apparatus;

wherein the text processor is further arranged to highlight any engine translated text segments in the output text, and to provide the highlighted output text for user review;

wherein the communications mechanism is further arranged to receive a user indication for a highlighted engine translated text segment in the highlighted output text, the user indication indicating that said highlighted engine translated text segment is incorrect, and to receive a corrected translated text segment in the second language for said highlighted engine translated text segment;

wherein the text segment database is arranged to store any corrected translated text segments in the text segment database along with the corresponding text segment in the first language as a new text item.

10. A repair management apparatus according to claim 9, further comprising the translation engine.

11. A repair management apparatus according to claim 9, wherein the translation engine is stored on an external apparatus, and the communications mechanism is arranged to query the translation engine on the external apparatus.

12. A repair management system comprising:

a repair management apparatus according to any one of claims 9 to 11; and a user terminal comprising an input means for obtaining the input text;

wherein the communications mechanism is arranged to receive the input text from the user terminal.

13. A computer readable medium carrying computer readable code for controlling a computer to carry out the method of any one of claims 1 to 8.