CN105302120A - Remote service device, system and method of intelligent equipment - Google Patents
Remote service device, system and method of intelligent equipment Download PDFInfo
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Abstract
The invention provides a remote service device, a system and a method of intelligent equipment, and the method comprises that a cloud terminal communication server acquires operation state information of the intelligent equipment; a data processing server collects the operation state information in real time, determines a working state of the intelligent equipment according to the operation state information, and triggers a remote diagnosis service signal corresponding to an abnormal state when the abnormal state of the intelligent equipment is determined; a service processing server carries out remote diagnosis to the intelligent equipment according to the remote diagnosis service signal, uploads a diagnosis result to a display interface and triggers a fault repair service corresponding to the diagnosis result; and a dispatching management server dispatches corresponding management resources according to the demand for the fault repair service in order to realize fault repair. The remote service device, the system and the method of the intelligent equipment can diagnose and maintain faults of the intelligent equipment, realize rapid networking, the fault diagnosis and remote services of the intelligent equipment, increase after-sales serving efficiency of the intelligent equipment with the faults and provide better experience to users.
Description
Technical Field
The invention relates to the field of Internet of things, in particular to a remote service device, a remote service system and a remote service method for intelligent equipment.
Background
With the advent of the internet of things era, related products such as smart homes, smart cities and smart earths gradually enter daily work and life of people, and more (the number of the smart devices reaches billions) are accessed into the internet to form a huge data network based on the rapid innovation and development of the smart device products.
Because the intelligent device networking access quantity is continuously increased sharply, each large service provider provides a cloud end IOT platform for managing the intelligent device in the Internet of things based on a cloud computing technology, the cloud end IOT platform can be used for data connection, data acquisition, remote control and device management of the intelligent device, the intelligent device can be easily accessed into the Internet of things, and intelligent device manufacturers can manage and maintain the intelligent device conveniently.
However, the cloud IOT platform in the related art only provides basic functions of data connection, data acquisition, remote control, device management and the like of the intelligent device, when the intelligent device of the user fails and cannot work normally, the user usually contacts with customer service of the cloud IOT or manufacturer customer service of the intelligent device through a telephone, and the problems and conditions encountered by the intelligent equipment are reflected to corresponding customer service personnel one by one, the customer service personnel solve the problems encountered by the user intelligent equipment or provide a solution way, in general, users are not familiar with the composition structure and fault problems of intelligent devices, so that the users cannot clearly inform customer service personnel of the problems of the intelligent devices, or it takes a long time (e.g. 50 minutes for a call), so that the problem of the user cannot be solved in time, and the user experience is greatly reduced.
The inventor finds that cloud IOT platforms in the prior art cannot diagnose and maintain faults of intelligent equipment in time, and an effective solution is not provided at present aiming at the problems of quick networking, fault diagnosis and remote service of the intelligent equipment.
Disclosure of Invention
The invention aims to provide a remote service device, a system and a method of intelligent equipment, which not only have the basic functions of data connection, data acquisition, remote control, equipment management and the like of the intelligent equipment, but also can diagnose and maintain the fault of the intelligent equipment so as to improve the efficiency of after-sale service of the intelligent equipment and have better user experience.
In a first aspect, an embodiment of the present invention provides a remote service apparatus for an intelligent device, including:
the cloud communication server is used for acquiring the running state information of the intelligent equipment and transmitting the interaction information between the intelligent equipment and the data processing server;
the data processing server is used for acquiring the running state information in real time, judging the working state of the intelligent equipment according to the running state information and triggering a remote diagnosis service signal corresponding to the abnormal state when the intelligent equipment is determined to be in the abnormal state;
the service processing server is used for carrying out remote diagnosis on the intelligent equipment according to the remote diagnosis service signal triggered by the data processing server, loading a diagnosis result to a display interface and triggering fault repair service corresponding to the diagnosis result;
and the scheduling management server is used for scheduling corresponding management resources according to the requirements of the fault repairing service corresponding to the diagnosis result so as to repair the fault.
With reference to the first aspect, an embodiment of the present invention provides a first possible implementation manner of the first aspect, where the cloud communication server includes a fault diagnosis module and a terminal service interface;
the fault diagnosis module is used for acquiring the running state information of the intelligent equipment and uploading the running state information to the terminal service interface through a network;
and the terminal service interface is used for receiving the running state information and uploading the running state information to the data processing server through a network.
With reference to the first possible implementation manner of the first aspect, an embodiment of the present invention provides a second possible implementation manner of the first aspect, where the fault diagnosis module includes:
the fault self-diagnosis unit is used for periodically acquiring the running state information of the intelligent equipment and uploading the running state information to the terminal service interface through a network; the uploading mode of the running state information comprises the following steps: uploading directly or through an intelligent terminal;
and/or the remote fault diagnosis unit is used for receiving a calling instruction, acquiring the running state information of the intelligent equipment according to the calling instruction, and uploading the running state information to the terminal service interface through a network.
With reference to the second possible implementation manner of the first aspect, an embodiment of the present invention provides a third possible implementation manner of the first aspect, where the data processing server includes:
the service module is used for receiving an operation instruction and processing a task to be processed corresponding to the operation instruction; the tasks to be processed comprise one or more of the following tasks of the intelligent device: connection, remote management and data synchronization;
and the display module is used for presenting the processed state of the task to be processed executed by the service module.
With reference to the first aspect, an embodiment of the present invention provides a fourth possible implementation manner of the first aspect, where the service processing server includes:
the remote diagnosis service module is used for carrying out remote diagnosis on the intelligent equipment according to the remote diagnosis service signal triggered by the data processing server to obtain a diagnosis result;
the diagnostic result display service module is used for loading the diagnostic result of the remote diagnostic service module to a display interface; the diagnostic result includes one or more of the following information: device status and device operational data;
the configuration processing service module is used for displaying the diagnosis result displayed by the service module according to the diagnosis result and repairing the fault of the intelligent equipment; wherein the fault remediation comprises one or more of the following processes for the smart device: remote configuration and offline maintenance.
With reference to the fourth possible implementation manner of the first aspect, an embodiment of the present invention provides a fifth possible implementation manner of the first aspect, where the service processing server further includes:
the operation log analysis service module is used for analyzing and recording the operation log of the remote service device in real time and outputting prompt information corresponding to an abnormal log when the operation log is abnormal;
the fault report pushing service module is used for carrying out grading processing on the abnormal state of the intelligent equipment, pushing a fault report corresponding to the abnormal state to the cloud communication server according to the graded grade, and triggering an alarm service according to the graded grade; the grades include at least: warning, severe and fatal;
the alarm service module is used for generating corresponding alarm signals according to the grades divided by the fault report pushing service module;
the docking processing service module is used for docking the after-sales service management system corresponding to the intelligent equipment according to the grade divided by the fault report pushing service module;
the fault archive service module is used for storing the fault report corresponding to the managed intelligent equipment into a fault diagnosis archive; receiving an operation instruction, inquiring a fault report to be processed according to the operation instruction and managing the fault report; and counting and analyzing all fault data, and improving the intelligent equipment according to the counting and analyzing results.
With reference to the fifth possible implementation manner of the first aspect, an embodiment of the present invention provides a sixth possible implementation manner of the first aspect, where the scheduling management server includes:
the service scheduling module is used for enabling the remote diagnosis service module of the service processing server to carry out offline service on the work order management module, collecting fault types corresponding to diagnosis results, and allocating hardware resources and regional offline service personnel according to the diagnosis results of different types;
the hardware display service module is used for acquiring a part list of the intelligent equipment and loading the part list on a display interface to cooperate with an interface display result of the service processing server; receiving a marking instruction of a service worker, and marking and recording the fault parts according to the marking instruction;
the work order management module is used for coordinating information flow and workflow between online service personnel and between the online service personnel and offline service personnel, recording the whole service process of the information flow and the workflow and loading the whole service process to a display interface for a service manager to check;
the service level agreement SLA management module is used for recording service response time and processing time of the intelligent equipment in real time, analyzing the response time and the processing time according to a preset quality standard, and sending an obtained actual service quality value to the work order management module for storage and loading to a display interface to be presented to service management personnel; the preset quality standard at least comprises: standard service response time and standard service processing time.
In a second aspect, an embodiment of the present invention further provides a remote service system for an intelligent device, including the remote service apparatus for an intelligent device in any one of the first aspect; the remote service system further includes: intelligent equipment and an intelligent terminal;
the intelligent terminal is used for acquiring the running state information of the intelligent equipment and sending the running state information to the remote service device; receiving a diagnosis result of the intelligent equipment and a fault report corresponding to the abnormal state of the intelligent equipment, which are sent by the remote service device, and loading the data to a display interface of the intelligent terminal in real time;
the remote service device is used for receiving the running state information of the intelligent equipment, performing remote diagnosis service according to the running state information, and sending a diagnosis result corresponding to the remote diagnosis service and a fault report corresponding to the abnormal state of the intelligent equipment to the intelligent terminal.
In a third aspect, an embodiment of the present invention further provides a remote service method for an intelligent device, where the method includes:
acquiring running state information of the intelligent equipment;
judging the working state of the intelligent equipment according to the running state information, and carrying out remote diagnosis on the intelligent equipment when the intelligent equipment is determined to be in an abnormal state;
loading the diagnosis result of the intelligent equipment to a display interface, and triggering fault repair service corresponding to the diagnosis result;
and scheduling corresponding management resources according to the requirements of the fault repairing service corresponding to the diagnosis result for fault repairing.
With reference to the third aspect, an embodiment of the present invention provides a first possible implementation manner of the third aspect, where the loading the diagnosis result of the intelligent device to a display interface and triggering the fault repairing service corresponding to the abnormal state includes:
loading the diagnosis result of the intelligent equipment to a display interface; the diagnostic result includes one or more of the following information: device status and device operational data;
when the diagnostic result of the intelligent equipment is determined to be abnormal, fault repairing is carried out on the intelligent equipment; wherein the fault remediation comprises one or more of the following processes for the smart device: remote configuration and offline maintenance.
According to the remote service device, the remote service system and the remote service method for the intelligent equipment, the running state information of the intelligent equipment is obtained through the cloud communication server, the data processing server judges whether the intelligent equipment is abnormal or not according to the running state information, and a corresponding distance diagnosis service signal is triggered according to the abnormal state; the service processing server carries out remote diagnosis on the intelligent equipment according to the trigger signal, loads a diagnosis result to a display interface and triggers fault repair service corresponding to the abnormal state; the scheduling management server schedules different management resources according to the requirements of the fault repairing service to repair the fault, and compared with the prior art that the cloud IOT platform only provides basic functions of data connection, data acquisition, remote control, equipment management and the like of the intelligent equipment, and cannot diagnose and maintain the fault of the intelligent equipment in time to cause poor user experience, the scheduling management server can acquire the running state information of the intelligent equipment held by a user in real time through the data service processor to judge the abnormal working state of the intelligent equipment and trigger a remote diagnosis service signal corresponding to the abnormal state; the service processing server carries out remote diagnosis according to the trigger signal, displays the working state of the intelligent equipment in real time and simultaneously can analyze and process the abnormal state; in the abnormal state processing process, different management resources are scheduled by the scheduling management server according to different levels of the analyzed abnormal state so as to repair the abnormal state, the efficiency of performing after-sale service on the intelligent equipment with the fault is improved, and therefore the user experience degree is improved.
In order to make the aforementioned and other objects, features and advantages of the present invention comprehensible, preferred embodiments accompanied with figures are described in detail below.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings needed to be used in the embodiments will be briefly described below, it should be understood that the following drawings only illustrate some embodiments of the present invention and therefore should not be considered as limiting the scope, and for those skilled in the art, other related drawings can be obtained according to the drawings without inventive efforts.
Fig. 1 shows a schematic design diagram of a remote service system of an intelligent device according to an embodiment of the present invention;
fig. 2 is a schematic structural diagram illustrating a remote service apparatus of an intelligent device according to an embodiment of the present invention;
fig. 3 is a schematic structural diagram illustrating a cloud-side communication server in a remote service apparatus of an intelligent device according to an embodiment of the present invention;
fig. 4 is a schematic structural diagram illustrating a fault diagnosis module in a remote service apparatus of an intelligent device according to an embodiment of the present invention;
fig. 5 is a schematic structural diagram illustrating a service processing server in a remote service apparatus of an intelligent device according to an embodiment of the present invention;
fig. 6 is a schematic structural diagram illustrating a scheduling management server in a remote service apparatus of an intelligent device according to an embodiment of the present invention;
FIG. 7 is a flow chart of a method for providing remote service for an intelligent device according to an embodiment of the present invention;
fig. 8 is a flowchart illustrating a method for remotely servicing another smart device according to an embodiment of the present invention.
Description of the main element symbols:
1. a remote service device; 2. an intelligent device; 3. an intelligent terminal; 11. a cloud communication server; 22. a data processing server; 33. a service processing server; 44. a scheduling management server; 111. a fault diagnosis module; 112. a terminal service interface; 331. a remote diagnostic service module; 332. a diagnostic result display service module; 333. configuring a processing service module; 334. running a log analysis service module; 335. a fault report push service module; 336. an alarm service module; 337. a docking processing service module; 338. a fault archive service module; 441. a service scheduling module; 442. a hardware display service module; 443. a work order management module; 444. a service level agreement SLA management module; 1111. a self-diagnosis unit for failure; 1112. and a remote fault diagnosis unit.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. The components of embodiments of the present invention generally described and illustrated in the figures herein may be arranged and designed in a wide variety of different configurations. Thus, the following detailed description of the embodiments of the present invention, presented in the figures, is not intended to limit the scope of the invention, as claimed, but is merely representative of selected embodiments of the invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments of the present invention without making any creative effort, shall fall within the protection scope of the present invention.
In consideration of the fact that the cloud IOT platform in the related art only provides basic functions of data connection, data acquisition, remote control, equipment management and the like of the intelligent equipment, an effective solution is not provided for quick networking, fault diagnosis and remote service of the intelligent equipment, and therefore after-sale service efficiency of an intelligent equipment manufacturer to the intelligent equipment is low, and the problem of poor user experience is caused. The embodiment of the invention provides a remote service device, a remote service system and a remote service method for intelligent equipment, which improve the after-sale service efficiency of the intelligent equipment and further improve the user experience.
In order to facilitate understanding of the embodiment of the present invention, first, a brief description is given below to the remote service system of the intelligent device, and referring to fig. 1 and fig. 2, the remote service system of the intelligent device provided in this embodiment includes: the intelligent device 2 and the intelligent terminal 3; the remote service device 1 further comprises an intelligent device consisting of a cloud communication server 11, a data processing server 22, a service processing server 33 and a scheduling management server 44; the system realizes intelligent and integrated remote service of the intelligent equipment through mutual data communication among the remote service device 1 of the intelligent equipment, the intelligent equipment 2 and the intelligent terminal 3.
The remote service apparatus of the intelligent device is used as a core component of the remote service system, and is mainly used for detecting, analyzing and repairing an abnormal state of the intelligent device 2, specifically referring to fig. 2, in an embodiment of the present invention, the remote service apparatus 1 of the intelligent device specifically includes: the cloud communication server 11, the data processing server 22, the service processing server 33, and the schedule management server 44; wherein,
the cloud communication server 11 is used for acquiring running state information of the intelligent device 2 and transmitting interaction information between the intelligent device 2 and the data processing server 22;
the data processing server 22 is configured to acquire running state information in real time, judge a working state of the intelligent device 2 according to the running state information, and trigger a remote diagnosis service signal corresponding to an abnormal state when the intelligent device 2 is determined to be in the abnormal state;
the service processing server 33 is configured to perform remote diagnosis on the intelligent device 2 according to the remote diagnosis service signal triggered by the data processing server 22, load a diagnosis result to a display interface, and trigger a fault repair service corresponding to the diagnosis result;
and the scheduling management server 44 is configured to schedule the corresponding management resource for performing fault repair according to the requirement of the fault repair service corresponding to the diagnosis result.
Compared with the prior art that the cloud IOT platform only provides basic functions of data connection, data acquisition, remote control, equipment management and the like of the intelligent equipment and cannot diagnose and maintain faults of the intelligent equipment in time, the remote service device of the intelligent equipment provided by the embodiment of the invention can acquire running state information of the intelligent equipment 2 held by a user in real time through the data service processor to judge the abnormal working state of the intelligent equipment 2 and trigger a remote diagnosis service signal corresponding to the abnormal state; the service processing server 33 performs remote diagnosis according to the trigger signal, and can analyze and process the abnormal state while displaying the working state of the intelligent device in real time; in the abnormal state processing process, different management resources are scheduled by the scheduling management server 44 according to different levels of the analyzed abnormal state to repair the abnormal state, so that the efficiency of performing after-sale service on the intelligent device 2 with the fault is improved, and the user experience is improved.
Specifically, in order to implement the post-analysis and processing of the operation state information of the smart device 2, the operation state information is first obtained through the cloud communication server 11. The cloud communication server 11 serves as an interface for communication between the intelligent device 2 and the internet, and is used for uploading relevant running state information of the intelligent device 2 to the internet in the same or different communication modes with the intelligent device 2, the communication modes are achieved through internet of things, and the cloud network adopting cloud technical means is preferred by the internet in the embodiment.
The cloud communication server 11 may acquire the running state information of the intelligent device 2 in various ways, in this embodiment, on one hand, the remote service device 1 of the intelligent device may periodically acquire the running state information through a self-starting self-diagnosis program of a firmware self-diagnosis SDK (software development kit) at a hardware end of the intelligent device 2; on the other hand, the intelligent terminal 3 can actively call the remote diagnosis SDK program of the corresponding intelligent device 2 to obtain the running device information.
The data processing server 22 operates in the background as a core data processing part of the remote service apparatus 1 of the whole intelligent device, and is mainly used for collecting the self-started self-diagnosis or remote-diagnosis operation state information, and synchronizing the data information to perform remote management of the intelligent device 2. In particular, the method comprises the following steps of,
the working state of the intelligent device 2 is judged according to the comparison result between the collected running state information of the intelligent device 2 and the normal running state information of the device pre-stored in the data processing server 22, wherein in order to better ensure the objectivity of the comparison result, uniform state parameters are adopted in the comparison process of the running state information. When the intelligent device 2 acquired in the data processing server 22 is self-diagnosed or the intelligent terminal 3 remotely diagnoses the intelligent device 2 to obtain the running state information of the intelligent device 2, which is not matched with the pre-stored normal running state information of the device, that is, the intelligent device 2 is determined to be in an abnormal working state, the data processing server 22 triggers a corresponding remote diagnosis service signal by capturing the abnormal state; when the operation state information of the intelligent device 2 acquired by the self-diagnosis of the intelligent device 2 acquired in the data processing server 22 or the remote diagnosis of the intelligent device 2 by the intelligent terminal 3 matches with the pre-stored normal operation state information of the device, the data processing server 22 only needs to maintain its own function.
In addition, the remote service apparatus 1 provided in the embodiment of the present invention performs remote diagnosis on the intelligent device through the service processing server 33 according to the triggered remote diagnosis service signal, and visually displays the judgment result of the working state of the intelligent device 2, so as to ensure that the intelligent device service staff can quickly check and analyze the problem of the judgment device through the remote diagnosis service, and obtain a solution corresponding to the problem. Meanwhile, when the working state of the intelligent device 2 is abnormal, the service processing server 33 may also trigger its corresponding fault repair service.
In consideration of different requirements of the fault repairing services corresponding to different abnormal states, in this embodiment, different management resources are scheduled by the scheduling service manager to match the device faults of different levels.
Further, in order to better implement the data communication between the intelligent device 2 and the data processing server 22, referring to fig. 3, the cloud communication server 11 in this embodiment includes a fault diagnosis module 111 and a terminal service interface 112.
Specifically, for the intelligent device 2 activated in the internet, the fault diagnosis module 111 may be preset in the intelligent device 2 to actively acquire the operating state information of the intelligent device 2, and then directly send the operating state information to the terminal service interface 112, or send the operating state information to the terminal service interface 112 through the intelligent terminal 3; in addition, the fault diagnosis module 111 may be preset in the intelligent terminal 3 to obtain the operation state information of the intelligent device 2 according to a call instruction of a user, so as to detect the fault state of the intelligent device 2 in real time.
The terminal service interface 112 is used as a communication port between the fault diagnosis module 111 for acquiring the operation state information and the data processing server 22 for collecting the operation state information, and can upload the received operation state information to the data processing server 22 through a network.
Further, in order to meet different fault diagnosis requirements of users, the fault diagnosis module 111 according to this embodiment includes: a self-diagnostic unit 1111 and/or a remote fault diagnosis unit 1112, see fig. 4.
The failure self-diagnosis unit 1111 is a firmware self-diagnosis SDK, which is pre-embedded or encapsulated in the hardware end of the intelligent device 2 to be detected, and may periodically and automatically start a self-diagnosis program to detect the operating state information of the device, and then upload the detected information to the terminal service interface 112 through a network; specifically, the fault self-diagnosis unit 1111 is configured to acquire operation state information obtained by executing a built-in periodic self-starting diagnostic program at a hardware end of the intelligent device 2, directly upload the operation state information to the terminal service interface 112 through a network, forward the operation state information to the intelligent device 2, and upload the information through the intelligent device 2 through the network in an indirect manner.
The remote fault diagnosis unit 1112 is a remote diagnosis SDK program, which is also embedded or encapsulated in the intelligent terminal 3 corresponding to the intelligent device 2 to be detected in advance, and the user can actively call the remote diagnosis SDK program through the intelligent terminal 3 to detect the operating state information of the intelligent device 2 controlled by the intelligent terminal 3, and also upload the detected information to the terminal service interface 112 through the network.
In addition, the remote fault diagnosis unit 1112 receives a call instruction sent by a remote client of the smart terminal 3 held by the user, and remotely obtains the operating state information of the smart device 2 according to the call instruction, wherein data communication between the smart terminal 3 and the smart device 2 may be performed by wireless communication, and the wireless communication may be a WIFI module, a network communication module such as 2g (the second generation), 3g (the third generation), or 4g (the fourth generation), or a bluetooth module; the intelligent terminal 3 obtains the running state information of the remote intelligent device 2 through the wireless communication module, and uploads the information to the terminal service interface 112 through the network for the data processing server 22 to collect.
Further, in consideration of huge data information caused by accessing billions of intelligent devices 2 to the internet, a background service module with powerful computing capability, which can analyze and process the huge data information by using a cloud computing technology, is required in the data processing server 22, and by receiving an operation instruction of a client of the data processing server 22 according to this embodiment, a task to be processed is processed and a processing result is sent to a display module of the data processing server, where the task to be processed includes one or more of device connection, device remote management, or data synchronization. The client side corresponds to the server side, receives the processing result of the task to be processed fed back by the server side at first, and visually presents the state of the processing result.
Further, referring to fig. 5, in the present embodiment, the remote diagnosis service module 331 of the service processing server 33 receives the remote diagnosis service signal triggered by the data processing server 22, and performs remote diagnosis on the smart device 2 in the service processing server 33 according to the triggered remote diagnosis service signal.
In order to facilitate the service staff of the intelligent device to quickly check the working state of the intelligent device 2 and the state information of each endpoint of the intelligent device, referring to fig. 5, the service processing server 33 according to this embodiment includes a diagnosis result display service module 332 for loading the diagnosis result of the intelligent device 2 to an interface of the service staff of the intelligent device for visual display.
Wherein the diagnosis result comprises one or more of the following information: device status and device operational data. The device status information mainly includes one or more of the following parameters: activation time, online status, login times, age and whether maintenance is over; the device operation data information is a data endpoint defined by software to present a specific operation state of the endpoint, and mainly refers to data that can be measured or displayed on the intelligent device 2, or data detected by various sensors and other sensing devices, however, for different types of intelligent devices 2, the software definition manner of the device operation data information is not completely the same, for example, for the intelligent device such as an intelligent air conditioner, the operation data information may be an on-off state, a current wind speed, a cooling/heating operation mode, an operation current, a real-time power, and the like.
Specifically, starting from a requirement that a service person of the intelligent device needs to know related information of the intelligent device 2, for the entire intelligent device 2, the remote service apparatus 1 described in this embodiment uses a MAC (media access control) address (i.e., a physical address) of the intelligent device 2 as a direct identifier of the device, and records and displays an activation state, an activation time, a latest login time, and an online state of the intelligent device 2 in real time, so that the service person can integrally grasp an operating state of the intelligent device 2, wherein the service person can also perform related check on information such as a used age of the device and whether the device is over-maintained.
In addition, considering that different intelligent devices 2 have different device data endpoints, in this embodiment, not only the above-mentioned grasping condition of the overall operating state of the intelligent device 2 is displayed, but also the operating states of the different endpoints corresponding to the device are recorded and displayed from the device data endpoints, and in this embodiment, the endpoint ID is used as its direct identifier with respect to the MAC address of the intelligent device 2, where each data endpoint of the device usually represents one or more function points, which enables an intelligent device service person to grasp the operating state of each endpoint of the intelligent device 2 in detail, and more importantly, the service person can also serve the user more intelligently from the function of each sub-endpoint by statistical analysis of the user behavior of the intelligent device 2.
Through the above-mentioned determination processing of the operating state of the intelligent device 2 and the states of the data endpoints of the intelligent device, a real-time and comprehensive record and check result of the operating state of the device and the endpoints thereof can be obtained, and when the determination result (i.e. the record and check result) shows an abnormal state, the configuration processing service module 333 provided in this embodiment performs fault recovery on the intelligent device 2 that generates an abnormal diagnosis result, see fig. 5, where the fault recovery includes one or more of the following processing on the intelligent device 2: remote configuration and offline maintenance.
Further, referring to fig. 5, the service processing server 33 further includes a log analysis service module 334, a fault report pushing service module 335, an alarm service module 336, a docking processing service module 337, and a fault archiving service module 338.
Specifically, the remote service device 1 provided in this embodiment not only can visually check the diagnosis result and the abnormal state corresponding to the diagnosis result, but also includes an operation log analysis service module 334 configured to perform objective analysis on the diagnosis result and the abnormal state corresponding to the diagnosis result, and display the analysis result in the form of a log through related log programming. The output of the abnormal information prompt analyzed and checked by the running log can facilitate service personnel of the intelligent device 2 to find problems in time and analyze the problems to obtain a solution for the problems.
In addition, in order to save the resources occupied by the abnormal state processing to a greater extent, the failure report push service module 335 in this embodiment first classifies the abnormal state, and correspondingly classifies the abnormal state into warning, serious, and fatal grades through the above classification. Then, the corresponding fault report is pushed to the cloud according to the classified abnormal state, wherein the service processing server 33 can perform targeted fault repair on the fault report acquired from the cloud through the data processing layer, and in addition, the fault report can be remotely checked through an APP (Application) end of the intelligent terminal 3 to ensure that the intelligent device user can timely know the state of the device through the remote intelligent terminal 3. Finally, the failure report push service module 335 triggers the corresponding alarm service module 336 according to the corresponding classification level, and the alarm service module 336 generates the corresponding alarm signal according to the different classification levels.
The remote service device 1 of the intelligent device provided in this embodiment can monitor the abnormal state of the device in real time, and improve various alarm notification modes in combination with the fault report information to ensure timely early warning. The device can self-define an alarm index, wherein the alarm index at least comprises information such as a detection item, a detection point, an alarm rule and the like; the method can also support the subscription of the alarm at the cloud end, the intelligent equipment end or the intelligent terminal APP end, and the alarm message is pushed in the modes of short message, mail, APP or cloud end message and the like; the self-defined alarm requirements of different authorities or different roles of the intelligent device 2 user can be met; an API (application programming interface) of the alarm service module 336 may also be provided to interface with the third party smart device vendor after-market maintenance system.
In addition, the embodiment of the present invention further includes a docking processing service module 337 for docking a corresponding after-sales service management system according to the fault reports of different levels. The docking processing service module 337 ensures that the low-level fault can be repaired by remotely modifying the configuration parameters of the intelligent device 2 and/or upgrading the firmware through the remote service device 1 itself; for high-level faults, intelligent equipment service personnel can be arranged to carry out door-to-door maintenance or return repair of the fault intelligent equipment 2 by accessing a third-party system.
In order to ensure that the remote service device 1 can perform remote service more efficiently, the fault archive service module 338 provided in the present embodiment ensures that the device can store the fault report obtained from each fault generation completely to enter the fault diagnosis file. Through receiving smart machine service personnel's operating instruction, can look for the operation with the management to the fault report in high in the clouds, the diagnostic problem of being convenient for, simultaneously, this fault archive service module 338 can also carry out statistical analysis and processing to all fault data that produce, does benefit to smart machine 2 and carries out the continuous improvement of remote service to this equipment.
Further, in consideration of the fact that the number of the intelligent devices 2 to which the remote service apparatus 1 of the intelligent device can be connected is large, and different device failures may occur, the scheduling management server 44 provided in this embodiment schedules different management resources according to the requirements of the failure repair service, so as to perform failure repair. Referring to fig. 6, the schedule management server 44 specifically includes: a service scheduling module 441, a hardware display services module 442, a work order management module 443, and a service level agreement SLA management module 444.
Specifically, the service scheduling module 441 may perform offline service of the remote diagnosis service module 331 of the data processing server 22 on the work order management module 443, collect fault categories corresponding to diagnosis results, and reasonably allocate hardware resources and flexibly schedule offline service personnel in an area according to the diagnosis results of different categories, that is, respond to provide quick service.
The hardware display service module 442 firstly obtains a list of main parts of the intelligent device 2, which are pre-stored by the intelligent device service personnel, and in the remote service process, the service personnel can quickly identify parts which may fail according to the current state data of the intelligent device 2 and by combining the loading results of the list of the parts on the display interface, and perform corresponding marking and recording; meanwhile, the hardware analysis module can also receive the marks of the service personnel and the recorded mark instructions, and judge and arrange the service personnel to carry out on-door service or recall maintenance. Based on the records, the failure rate of the whole parts is convenient to analyze and count.
In consideration of the great demand of the service manager for the after-sales service quality evaluation of the intelligent device 2, the remote service apparatus 1 of the intelligent device provided in the embodiment of the present invention further provides a work order management module 443, which ensures that the service manager in the service center and the service manager in the off-line work, and the first-line engineer and the second-line engineer work cooperatively in one information flow and work flow. The method can automatically record the process of the whole service, and load the process of the whole service to a display interface of a service center, provide objective data for a service manager, control the process and quality of the service, and assist in service assessment.
In addition, the service level agreement SLA management module 444 of the present embodiment enforces quality management into remote service management. The management of the management module is embodied in an event management process, the response time of the service and the processing time of the service are automatically recorded, the obtained actual service quality is presented to a service manager in real time through analyzing the response time of the service and the processing time of the service and the standard service response time and the standard service processing time corresponding to a preset quality standard, and the actual service quality is recorded for auditing.
Compared with the prior art that the cloud IOT platform only provides basic functions of data connection, data acquisition, remote control, equipment management and the like of the intelligent equipment and cannot diagnose and maintain faults of the intelligent equipment in time, the remote service device of the intelligent equipment provided by the embodiment of the invention can acquire running state information of the intelligent equipment 2 held by a user in real time through the data service processor to judge the abnormal working state of the intelligent equipment 2 and trigger a remote diagnosis service signal corresponding to the abnormal state; the service processing server 33 performs remote diagnosis according to the trigger signal, and can analyze and process the abnormal state while displaying the working state of the intelligent device in real time; in the abnormal state processing process, different management resources are scheduled by the scheduling management server 44 according to different levels of the analyzed abnormal state to repair the abnormal state, so that the efficiency of performing after-sale service on the intelligent device 2 with the fault is improved, and the user experience is improved.
More importantly, the remote service device of the intelligent device provided by the embodiment of the invention can be used as a software service product to be provided for a great number of manufacturers of the intelligent device, so that the manufacturers can remotely, intelligently and efficiently maintain the manufactured intelligent device. The invention can be provided by a computer medium mode, and can also only provide a service capability, if a user selects a SaaS platform service mode, the service can be obtained only by registering and opening an account number in the background of a software service product, and the service products in the form of providing software services such as Baidu cloud, Ali cloud and the like do not need medium storage, thereby greatly saving the storage cost of the product user.
The embodiment of the invention also provides a remote service system of the intelligent equipment. Referring to fig. 1, the system specifically includes: the remote service device 1, the intelligent device 2 and the intelligent terminal 3 of the intelligent device are described above, wherein,
the intelligent terminal 3 is used for indirectly acquiring the running state information of the intelligent equipment 2 corresponding to the intelligent terminal 3 by executing a remote diagnosis SDK program of an APP end of the intelligent terminal 3 and sending the running state information to the remote service device 1; on the other hand, the diagnostic result of the intelligent device 2 and the fault report corresponding to the abnormal state of the intelligent device 2, which are sent by the remote service device 1, can also be received, and the data are loaded to the display interface of the intelligent terminal 3 in real time, and the intelligent terminal 3 obtains the fault report of the abnormal state of the intelligent device 2, which is pushed by the remote service device 1, so that the terminal user of the intelligent device 2 can know the working state of the device in time.
The remote service device 1 is configured to receive the operation state information of the intelligent device 2, perform a remote diagnosis service according to the operation state information, and send a diagnosis result corresponding to the remote diagnosis service and a fault report corresponding to an abnormal state of the intelligent device 2 to the intelligent terminal 3.
Wherein, place in above-mentioned intelligent terminal 3 in intelligent terminal 3's APP end, this intelligent terminal 3 visits its corresponding server through its APP end in order to carry out relevant remote operation. In addition, the APP of the intelligent terminal 3 described in this embodiment may be a client implemented by a mainstream operating system such as Android and IOS, and the intelligent terminal 3 may be an electronic device such as a smart phone and an IPAD having the APP.
The remote service system of the intelligent equipment provided by the embodiment of the invention realizes intelligent and integrated remote service of the intelligent equipment through mutual data communication among the remote service device 1, the intelligent equipment 2 and the intelligent terminal 3 of the intelligent equipment.
The embodiment of the invention also provides another remote service system of the intelligent device, which specifically comprises: the remote service apparatus 1 and the smart device 2 of the smart device described above, wherein,
the intelligent device 2 is not only used for directly obtaining the running state information of the intelligent device 2 by executing the firmware self-checking SDK program, but also obtaining a fault report corresponding to the abnormal state of the device itself pushed by the remote service apparatus 1 for subsequent analysis; the remote service apparatus 1 may receive the operation state information of the smart device 2, and perform a remote diagnosis service according to the operation state information.
According to the remote service system of the intelligent device provided by the embodiment of the invention, the remote service device 1 can capture the abnormal state from the running state information of the intelligent device 2 obtained in real time, and perform corresponding remote diagnosis and maintenance on the abnormal state of the intelligent device 2, and the system can find the fault possibly generated by the intelligent device 2 in time and make quick processing response to the fault, so that the experience degree of an intelligent device user is better.
Referring to a method flowchart shown in fig. 7, an embodiment of the present invention further provides a remote service method for an intelligent device, where the method is executed by the remote service apparatus 1 for an intelligent device, and the method specifically includes the following steps:
s101, acquiring running state information of the intelligent equipment;
s102, judging the working state of the intelligent equipment according to the running state information, and carrying out remote diagnosis on the intelligent equipment when the intelligent equipment is determined to be in an abnormal state;
s103, loading the diagnosis result of the intelligent equipment to a display interface, and triggering fault repair service corresponding to the diagnosis result;
and S104, scheduling the corresponding management resource according to the requirement of the fault repairing service corresponding to the diagnosis result for fault repairing.
In order to facilitate the service staff of the intelligent device to quickly check the working state of the intelligent device and the state information of each endpoint of the intelligent device, referring to fig. 8, the process of displaying the diagnosis result of the intelligent device and triggering fault repair thereof described in this embodiment includes:
s201, loading a diagnosis result of the intelligent equipment to a display interface; wherein the diagnosis result comprises one or more of the following information: device status and device operational data;
s202, when the diagnostic result of the intelligent equipment is determined to be abnormal, fault repairing is carried out on the intelligent equipment; wherein the fault recovery comprises one or more of the following processes for the intelligent device: remote configuration and offline maintenance.
Compared with the remote service method of the cloud IOT platform in the prior art, which only provides basic functions of data connection, data acquisition, remote control, equipment management and the like of the intelligent equipment and cannot diagnose and maintain the fault of the intelligent equipment in time to cause poor user experience, the remote service method of the intelligent equipment provided by the embodiment of the invention can acquire the running state information of the intelligent equipment held by a user in real time to judge the abnormal working state of the intelligent equipment, trigger the remote diagnosis corresponding to the abnormal state and display the diagnosis result, and schedule corresponding management resources according to the requirement of the fault repair service corresponding to the diagnosis result to repair the fault, thereby improving the efficiency of after-sale service of the intelligent equipment with the fault and improving the user experience.
In addition, when a user of the intelligent device 2 encounters a product failure, a request for remote assistance can be actively initiated to the service center through the APP terminal of the intelligent terminal 3. The intelligent equipment service personnel can also customize the service access rule through the remote service device, the system and the method of the intelligent equipment provided by the embodiment of the invention, and can input the equipment code of the intelligent equipment user through a queuing waiting mode according to the intelligent agent of the traffic or automatically distributing the customer service according to the fault type and combining the application of the traditional call center, so as to quickly call out the remote diagnosis interface of the equipment for assisting service. Meanwhile, in order to meet the requirement that a user of the intelligent equipment entrusts the complete right of the complex and important equipment to an intelligent equipment manufacturer for daily maintenance, the invention can be used for carrying out periodic routine inspection, fault alarm and unattended remote diagnosis and maintenance.
The computer program product of the method for performing remote service on an intelligent device according to the embodiment of the present invention includes a computer-readable storage medium storing a program code, where instructions included in the program code may be used to execute the method described in the foregoing method embodiment, and specific implementation may refer to the method embodiment, and will not be described herein again.
It is clear to those skilled in the art that, for convenience and brevity of description, the specific working processes of the above-described systems, apparatuses and units may refer to the corresponding processes in the foregoing method embodiments, and are not described herein again.
In the several embodiments provided in the present application, it should be understood that the disclosed system, apparatus and method may be implemented in other ways. The above-described embodiments of the apparatus are merely illustrative, and for example, the division of the units is only one logical division, and there may be other divisions when actually implemented, and for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection of devices or units through some communication interfaces, and may be in an electrical, mechanical or other form.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit.
The functions, if implemented in the form of software functional units and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present invention. And the aforementioned storage medium includes: various media capable of storing program codes, such as a usb disk, a removable hard disk, a Read-only memory (ROM), a Random Access Memory (RAM), a magnetic disk, or an optical disk.
The above description is only for the specific embodiments of the present invention, but the scope of the present invention is not limited thereto, and any person skilled in the art can easily conceive of the changes or substitutions within the technical scope of the present invention, and all the changes or substitutions should be covered within the scope of the present invention. Therefore, the protection scope of the present invention shall be subject to the protection scope of the appended claims.
Claims (10)
1. Remote service device of intelligent equipment, its characterized in that includes:
the cloud communication server is used for acquiring the running state information of the intelligent equipment and transmitting the interaction information between the intelligent equipment and the data processing server;
the data processing server is used for acquiring the running state information in real time, judging the working state of the intelligent equipment according to the running state information and triggering a remote diagnosis service signal corresponding to the abnormal state when the intelligent equipment is determined to be in the abnormal state;
the service processing server is used for carrying out remote diagnosis on the intelligent equipment according to the remote diagnosis service signal triggered by the data processing server, loading a diagnosis result to a display interface and triggering fault repair service corresponding to the diagnosis result;
and the scheduling management server is used for scheduling corresponding management resources according to the requirements of the fault repairing service corresponding to the diagnosis result so as to repair the fault.
2. The apparatus of claim 1, wherein the cloud communication server comprises a fault diagnosis module and a terminal service interface;
the fault diagnosis module is used for acquiring the running state information of the intelligent equipment and uploading the running state information to the terminal service interface through a network;
and the terminal service interface is used for receiving the running state information and uploading the running state information to the data processing server through a network.
3. The apparatus of claim 2, wherein the fault diagnosis module comprises:
the fault self-diagnosis unit is used for periodically acquiring the running state information of the intelligent equipment and uploading the running state information to the terminal service interface through a network; the uploading mode of the running state information comprises the following steps: uploading directly or through an intelligent terminal;
and/or the remote fault diagnosis unit is used for receiving a calling instruction, acquiring the running state information of the intelligent equipment according to the calling instruction, and uploading the running state information to the terminal service interface through a network.
4. The apparatus of claim 3, wherein the data processing server comprises:
the service module is used for receiving an operation instruction and processing a task to be processed corresponding to the operation instruction; the tasks to be processed comprise one or more of the following tasks of the intelligent device: connection, remote management and data synchronization;
and the display module is used for presenting the processed state of the task to be processed executed by the service module.
5. The apparatus of claim 1, wherein the service processing server comprises:
the remote diagnosis service module is used for carrying out remote diagnosis on the intelligent equipment according to the remote diagnosis service signal triggered by the data processing server to obtain a diagnosis result;
the diagnostic result display service module is used for loading the diagnostic result of the remote diagnostic service module to a display interface; the diagnostic result includes one or more of the following information: device status and device operational data;
the configuration processing service module is used for displaying the diagnosis result displayed by the service module according to the diagnosis result and repairing the fault of the intelligent equipment; wherein the fault remediation comprises one or more of the following processes for the smart device: remote configuration and offline maintenance.
6. The apparatus of claim 5, wherein the service processing server further comprises:
the operation log analysis service module is used for analyzing and recording the operation log of the remote service device in real time and outputting prompt information corresponding to an abnormal log when the operation log is abnormal;
the fault report pushing service module is used for carrying out grading processing on the abnormal state of the intelligent equipment, pushing a fault report corresponding to the abnormal state to the cloud communication server according to the graded grade, and triggering an alarm service according to the graded grade; the grades include at least: warning, severe and fatal;
the alarm service module is used for generating corresponding alarm signals according to the grades divided by the fault report pushing service module;
the docking processing service module is used for docking the after-sales service management system corresponding to the intelligent equipment according to the grade divided by the fault report pushing service module;
the fault archive service module is used for storing the fault report corresponding to the managed intelligent equipment into a fault diagnosis archive; receiving an operation instruction, inquiring a fault report to be processed according to the operation instruction and managing the fault report; and counting and analyzing all fault data, and improving the intelligent equipment according to the counting and analyzing results.
7. The apparatus of claim 6, wherein the schedule management server comprises:
the service scheduling module is used for enabling the remote diagnosis service module of the service processing server to carry out offline service on the work order management module, collecting fault types corresponding to diagnosis results, and allocating hardware resources and regional offline service personnel according to the diagnosis results of different types;
the hardware display service module is used for acquiring a part list of the intelligent equipment and loading the part list on a display interface to cooperate with an interface display result of the service processing server; receiving a marking instruction of a service worker, and marking and recording the fault parts according to the marking instruction;
the work order management module is used for coordinating information flow and workflow between online service personnel and between the online service personnel and offline service personnel, recording the whole service process of the information flow and the workflow and loading the whole service process to a display interface for a service manager to check;
the service level agreement SLA management module is used for recording service response time and processing time of the intelligent equipment in real time, analyzing the response time and the processing time according to a preset quality standard, and sending an obtained actual service quality value to the work order management module for storage and loading to a display interface to be presented to service management personnel; the preset quality standard at least comprises: standard service response time and standard service processing time.
8. Remote service system of a smart device, characterized in that it comprises a remote service apparatus of a smart device according to any one of claims 1 to 7; the remote service system further includes: intelligent equipment and an intelligent terminal;
the intelligent terminal is used for acquiring the running state information of the intelligent equipment and sending the running state information to the remote service device; receiving a diagnosis result of the intelligent equipment and a fault report corresponding to the abnormal state of the intelligent equipment, which are sent by the remote service device, and loading the data to a display interface of the intelligent terminal in real time;
the remote service device is used for receiving the running state information of the intelligent equipment, performing remote diagnosis service according to the running state information, and sending a diagnosis result corresponding to the remote diagnosis service and a fault report corresponding to the abnormal state of the intelligent equipment to the intelligent terminal.
9. The remote service method of the intelligent equipment is characterized by comprising the following steps:
acquiring running state information of the intelligent equipment;
judging the working state of the intelligent equipment according to the running state information, and carrying out remote diagnosis on the intelligent equipment when the intelligent equipment is determined to be in an abnormal state;
loading the diagnosis result of the intelligent equipment to a display interface, and triggering fault repair service corresponding to the diagnosis result;
and scheduling corresponding management resources according to the requirements of the fault repairing service corresponding to the diagnosis result for fault repairing.
10. The remote service method of the intelligent device according to claim 9, wherein the loading the diagnosis result of the intelligent device to a display interface and the triggering the fault repair service corresponding to the diagnosis result comprises:
loading the diagnosis result of the intelligent equipment to a display interface; the diagnostic result includes one or more of the following information: device status and device operational data;
when the diagnostic result of the intelligent equipment is determined to be abnormal, fault repairing is carried out on the intelligent equipment; wherein the fault remediation comprises one or more of the following processes for the smart device: remote configuration and offline maintenance.
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Application publication date: 20160203 |