CN113642748A - Remote maintenance management and control system based on after-sale service - Google Patents
Remote maintenance management and control system based on after-sale service Download PDFInfo
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Abstract
The invention discloses a remote maintenance management and control system based on after-sales service, which relates to the technical field of equipment maintenance and comprises a service center, a database, a front-end service module, an information pushing module, a technology docking module, an evaluation module and a storage module.
Description
Technical Field
The invention belongs to the technical field of equipment maintenance, and particularly relates to a remote maintenance management and control system based on after-sales service.
Background
The basic contents of equipment maintenance include: equipment maintenance, equipment inspection detection and equipment repair, including troubleshooting and active repair. The personnel usually participating in the equipment maintenance process in the factory can include equipment department personnel, purchasing personnel and warehouse management personnel; the equipment maintenance range comprises all equipment in a factory, and specifically comprises production equipment, detection equipment, experimental equipment, public facilities and the like.
The patent document with the publication number of CN111932129A discloses an equipment digital maintenance management and control system, which comprises a maintenance engineering business system, a maintenance engineering scheduling system, a maintenance site management and control system, an SOA information integration platform, a maintenance resource management system and a big data center, wherein the connection among the systems in the maintenance management and control system is established according to the SOA specification to establish the SOA information integration platform, the connection among the maintenance engineering business system, the maintenance engineering scheduling system, the maintenance site management and control system and the big data center is established through a unified interface specification, and information interaction is performed through the SOA information integration platform. The invention can intelligently coordinate the maintenance resource allocation of each station, so that the maintenance is more efficient and intelligent, and the maintenance efficiency is effectively improved; the digital maintenance management and control system of the equipment is established by adopting an SOA (service oriented architecture) technical architecture, so that the system is changed from the original single technical architecture into a service-oriented multi-system architecture, an application program and a business process can be more flexibly established, and the requirement of informatization construction is met.
In the prior art, after a product has a problem, the product can be found only by sending the product to a designated maintenance point through a user, and in order to solve the problem, a remote maintenance management and control system based on after-sales service is provided.
Disclosure of Invention
The invention aims to provide a remote maintenance management and control system based on after-sales service.
The technical problem to be solved by the invention is as follows: how to analyze the problems of the product on line.
The purpose of the invention can be realized by the following technical scheme: a remote maintenance management and control system based on after-sales service comprises a service center, a database, a front-end service module, an information pushing module, a technology docking module, an evaluation module and a storage module;
the technical docking module is used for acquiring product problems input by a user and sending the product problems to a service center, the service center sends the product problems to corresponding technicians and analyzes the product problems, and the specific process comprises the following steps:
step J1: the method comprises the following steps of acquiring specific contents input by a user in a repair module, wherein the acquisition process specifically comprises the following steps:
step J11: acquiring an input mode of a user, converting voice information input by the user into a text-voice sequence and converting the voice sequence into corresponding text information when the input mode of the user is voice input;
step J12: extracting keywords in the text information, and matching the extracted keywords with a keyword library in a database;
step J13: when the input mode of the user is character input, extracting keywords from character information input by the user, and matching the extracted keywords with a keyword library in a database;
step J2: according to specific contents input by a user and matching results in the obtained specific contents and a keyword library, the repair task is distributed to technical personnel according to a distribution rule, and the specific distribution rule comprises the following steps:
step J21: acquiring specific content input by a user, and acquiring a keyword matching result in the specific content;
step J22: marking on-line technicians in technicians matched with the keywords;
step J23: marking the total repair task number processed BY the online technicians as BZ, marking the completed repair task number as BY and marking the solution coefficient of the repair task as BJ;
step J24: by the formula
Obtaining the optimal coefficient YX of the technician, and distributing the repair task to the technician with the highest optimal coefficient; wherein a and b are both system factors, and a is more than 0 and less than 1 and less than b;
step J3: after receiving a repair task, technicians automatically call a three-dimensional model diagram of a product, perform fault analysis through the three-dimensional model diagram, and mark fault points and fault reasons on the three-dimensional model diagram; completing the analysis of the product problems and sending the analysis result to a storage module;
step J4: and generating a product diagnosis report according to the analysis result in the storage module, and sending the product diagnosis report to a user.
Further, the database is used for establishing a structure model of the product, and binding the structure model of the product with corresponding product basic information to generate a product information set, and the specific process comprises the following steps:
step S1: inputting the three-dimensional model map of each product into a database;
step S2: scanning the code of each sold product before selling the product, and uploading the basic information of the product to a database; the basic information of the product comprises a product name, the production date, the sale date, an after-sale agreement and a product serial number which is specific to each product;
step S3: and binding the basic information of the product with the three-dimensional model diagram corresponding to the product, thereby generating a product information set.
Furthermore, the database also comprises a keyword library and an information library of technical personnel, and each technical personnel is bound with part of keywords in the keyword library.
Further, the front-end service module comprises a consultation unit, a repair unit and a user experience sharing unit, and is used for a client to perform after-sale consultation and after-sale repair of a product, and the specific operation mode comprises the following steps:
after-sale consultation
Step Z1: inputting a product serial number through an after-sales consultation unit;
step Z2: the system automatically calls out the use instruction, common problems and common problem solution of the product according to the product serial number;
step Z3: through the user experience sharing unit, the use experience and the condition of the product can be released, meanwhile, the online communication can be carried out with users who purchase the same product by other users, and the personal information between the users is kept secret;
after-sale repair reporting
Step B1: the system automatically calls out basic information of the product through the product serial number by inputting the product serial number through an after-sales repair unit;
step B2: judging whether the product is in a warranty period according to an after-sale protocol in the basic information of the product, and pushing a judgment result to a user through an information pushing module;
step B3: the user inputs the product problems through the repair module, then submits the product problems and generates repair tasks, and the input mode comprises voice input and character input.
Further, the solution coefficient is evaluated by an evaluation module, and the specific evaluation process comprises the following steps:
step P1: the user feeds back the solving situation of the product problem through the evaluation module, and the solving degree of the product problem is marked as JD, wherein JD is more than or equal to 0 and less than or equal to 100;
step P2: the user can score the service process of the technical personnel through the evaluation module, and mark the score of the score as FZ, wherein FZ is more than or equal to 0 and less than or equal to 100;
step P3: the solution coefficient BJ is obtained by the formula BJ × JD + d × FZ, where c and d are both system factors, and c > d.
The invention has the beneficial effects that: according to the invention, the technical docking module is arranged, technical personnel call the three-dimensional model map of the product according to the product problems uploaded by the user to analyze the problems on the three-dimensional model map, mark problem points and problem reasons on the three-dimensional model map, and simultaneously send the repair task to the technical personnel with the highest optimization coefficient through the optimization coefficient of the technical personnel, so that the repair task of the user can be rapidly solved.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.
Fig. 1 is a schematic block diagram of a remote maintenance management and control system based on after-sales service.
Detailed Description
Reference herein to "an embodiment" means that a particular feature, structure, or characteristic described in connection with the embodiment can be included in at least one embodiment of the application. The appearances of the phrase in various places in the specification are not necessarily all referring to the same embodiment, nor are separate or alternative embodiments mutually exclusive of other embodiments. It is explicitly and implicitly understood by one skilled in the art that the embodiments described herein can be combined with other embodiments.
As shown in fig. 1, a remote maintenance management and control system based on after-sales service includes a service center, a database, a front-end service module, an information push module, a technology docking module, an evaluation module, and a storage module;
the database is used for establishing a structure model of a product, binding the structure model of the product with corresponding product basic information and generating a product information set, and the specific process comprises the following steps:
step S1: inputting the three-dimensional model map of each product into a database;
step S2: scanning the code of each sold product before selling the product, and uploading the basic information of the product to a database; the basic information of the product comprises a product name, the production date, the sale date, an after-sale agreement and a product serial number which is specific to each product;
step S3: binding the basic information of the product with a three-dimensional model diagram corresponding to the product, thereby generating a product information set;
the database also comprises a keyword library and an information library of technicians, and each technician is bound with part of keywords in the keyword library;
the front-end service module comprises a consultation unit, a repair unit and a user experience sharing unit, and is used for a client to carry out after-sale consultation and after-sale repair of a product, and the specific operation mode comprises the following steps:
after-sale consultation
Step Z1: inputting a product serial number through an after-sales consultation unit;
step Z2: the system automatically calls out the use instruction, common problems and common problem solution of the product according to the product serial number;
step Z3: through the user experience sharing unit, the use experience and the condition of the product can be released, meanwhile, the online communication can be carried out with users who purchase the same product by other users, and the personal information between the users is kept secret;
after-sale repair reporting
Step B1: the system automatically calls out basic information of the product through the product serial number by inputting the product serial number through an after-sales repair unit;
step B2: judging whether the product is in a warranty period according to an after-sale protocol in the basic information of the product, and pushing a judgment result to a user through an information pushing module;
step B3: the user inputs the product problems through the repair module, then submits the product problems and generates repair tasks, and the input mode comprises voice input and character input.
The technical docking module is used for acquiring product problems input by a user and sending the product problems to a service center, the service center sends the product problems to corresponding technicians and analyzes the product problems, and the specific process comprises the following steps:
step J1: the method comprises the following steps of acquiring specific contents input by a user in a repair module, wherein the acquisition process specifically comprises the following steps:
step J11: acquiring an input mode of a user, converting voice information input by the user into a text-voice sequence and converting the voice sequence into corresponding text information when the input mode of the user is voice input;
step J12: extracting keywords in the text information, and matching the extracted keywords with a keyword library in a database;
step J13: when the input mode of the user is character input, extracting keywords from character information input by the user, and matching the extracted keywords with a keyword library in a database;
step J2: according to specific contents input by a user and matching results in the obtained specific contents and a keyword library, the repair task is distributed to technical personnel according to a distribution rule, and the specific distribution rule comprises the following steps:
step J21: acquiring specific content input by a user, and acquiring a keyword matching result in the specific content;
step J22: marking on-line technicians in technicians matched with the keywords;
step J23: marking the total repair task number processed BY the online technicians as BZ, marking the completed repair task number as BY and marking the solution coefficient of the repair task as BJ;
step J24: by the formula
Obtaining the optimal coefficient YX of the technician, and distributing the repair task to the technician with the highest optimal coefficient; wherein a and b are both system factors, and a is more than 0 and less than 1 and less than b;
step J3: after receiving a repair task, technicians automatically call a three-dimensional model diagram of a product, perform fault analysis through the three-dimensional model diagram, and mark fault points and fault reasons on the three-dimensional model diagram; completing an analysis report of the product problem, and sending an analysis result to a storage module;
step J4: and generating a product diagnosis report according to the analysis result in the storage module, and sending the product diagnosis report to a user.
The solution coefficient is evaluated through an evaluation module, and the specific evaluation process comprises the following steps:
step P1: the user feeds back the solving situation of the product problem through the evaluation module, and the solving degree of the product problem is marked as JD, wherein JD is more than or equal to 0 and less than or equal to 100;
step P2: the user can score the service process of the technical personnel through the evaluation module, and mark the score of the score as FZ, wherein FZ is more than or equal to 0 and less than or equal to 100;
step P3: the solution coefficient BJ is obtained by the formula BJ × JD + d × FZ, where c and d are both system factors, and c > d.
The foregoing is illustrative and explanatory of the structure of the invention, and various modifications, additions or substitutions in a similar manner to the specific embodiments described may be made by those skilled in the art without departing from the structure or scope of the invention as defined in the claims. Thus, a feature defined as "first" or "second" may explicitly or implicitly include at least one such feature. In the description of the present invention, "a plurality" means at least two, e.g., two, three, etc., unless specifically limited otherwise, and furthermore the terms "comprises" and "comprising," and any variations thereof, are intended to cover non-exclusive inclusions. For example, a process, method, system, article, or apparatus that comprises a list of steps or elements is not limited to only those steps or elements listed, but may alternatively include other steps or elements not listed, or inherent to such process, method, article, or apparatus.
Claims (5)
1. A remote maintenance management and control system based on after-sales service is characterized by comprising a service center, a database, a front-end service module, an information pushing module, a technology docking module, an evaluation module and a storage module;
the technical docking module is used for acquiring product problems input by a user and sending the product problems to a service center, the service center sends the product problems to corresponding technicians and analyzes the product problems, and the specific process comprises the following steps:
step J1: the method comprises the following steps of acquiring specific contents input by a user in a repair module, wherein the acquisition process specifically comprises the following steps:
step J11: acquiring an input mode of a user, converting voice information input by the user into a text-voice sequence and converting the voice sequence into corresponding text information when the input mode of the user is voice input;
step J12: extracting keywords in the text information, and matching the extracted keywords with a keyword library in a database;
step J13: when the input mode of the user is character input, extracting keywords from character information input by the user, and matching the extracted keywords with a keyword library in a database;
step J2: according to specific contents input by a user and matching results in the obtained specific contents and a keyword library, the repair task is distributed to technical personnel according to a distribution rule, and the specific distribution rule comprises the following steps:
step J21: acquiring specific content input by a user, and acquiring a keyword matching result in the specific content;
step J22: marking on-line technicians in technicians matched with the keywords;
step J23: marking the total repair task number processed BY the online technicians as BZ, marking the completed repair task number as BY and marking the solution coefficient of the repair task as BJ;
step J24: by the formula
Obtaining the optimal coefficient YX of the technician, and distributing the repair task to the technician with the highest optimal coefficient; wherein a and b are both system factors, and a is more than 0 and less than 1 and less than b;
step J3: after receiving a repair task, technicians automatically call a three-dimensional model diagram of a product, perform fault analysis through the three-dimensional model diagram, and mark fault points and fault reasons on the three-dimensional model diagram; completing the analysis of the product problems and sending the analysis result to a storage module;
step J4: and generating a product diagnosis report according to the analysis result in the storage module, and sending the product diagnosis report to a user.
2. The remote maintenance management and control system based on after-sales service of claim 1, wherein the database is used for establishing a structural model of a product, and binding the structural model of the product with corresponding basic information of the product to generate a product information set.
3. The remote maintenance management and control system based on after-sales service of claim 1, wherein the database further comprises a keyword database and an information database of technicians, and each technician is bound with a part of keywords in the keyword database.
4. The remote maintenance management and control system according to claim 1, wherein the front-end service module includes a consultation unit, a repair reporting unit and a user experience sharing unit, and is configured to perform after-sale consultation and after-sale repair reporting of the product by the customer.
5. The remote maintenance management and control system based on after-sales service according to claim 1, wherein the solution coefficient is evaluated by an evaluation module, and the specific evaluation process includes the following steps:
step P1: the user feeds back the solving situation of the product problem through the evaluation module, and the solving degree of the product problem is marked as JD, wherein JD is more than or equal to 0 and less than or equal to 100;
step P2: the user scores the service process of the technical personnel through the evaluation module, and marks the score of the score as FZ, wherein FZ is more than or equal to 0 and less than or equal to 100;
step P3: the solution coefficient BJ is obtained by the formula BJ × JD + d × FZ, where c and d are both system factors, and c > d.
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