CN105323640A - Method, system and equipment for realizing after-sales service of smart television based on Internet - Google Patents
Method, system and equipment for realizing after-sales service of smart television based on Internet Download PDFInfo
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Abstract
The invention discloses a method, a system and equipment for realizing an after-sales service of a smart television based on Internet. The method comprises the following steps that: a, the smart television performs self-checking in order to detect failure information; b, the smart television reports the failure information and basic information to a cloud server; c, the cloud server acquires user information of the smart television through a user system according to the basic information; d, the cloud server acquires material information of the smart television through a material system according to the basic information; and e, the cloud server outputs an after-sales service scheme according to the failure information, the user information and the material information. Through adoption of the method, the system and the equipment, the after-sales service of the smart television can be realized efficiently and immediately; the workload of after-sales service personnel can be lowered; and the user satisfaction can be improved.
Description
Technical field
The present invention relates to intelligent television technical field, particularly relate to a kind of technology realizing intelligent television after-sale service based on the Internet.
Background technology
Universal along with the Internet, intelligent television industry starts development and grows, the development how after-sale service of intelligent television adapts to the situation, and is a urgent problem.
Current intelligent television after-sale service is divided into telephone answering service on the whole and makes house calls two classes.Wherein, telephone answering has real-time, but contact staff is only with the amateur description that user characterizes for tv fault, is difficult to user and provides problem method for removing accurately and effectively, thus realizes fast failure eliminating.After-sale service personnel visit to access, and can realize judging accurately fault, but a large amount of human resources after sale come and go in way with being consumed in company and user, waste time and energy.Therefore traditional after-sale service mode, can cause the workload that after-sale service personnel are very large on the one hand, and user is not owing to obtaining serving efficiently in time on the other hand, and satisfaction is not high yet.
Summary of the invention
Object of the present invention is to propose exactly
onekind
baserealize the method for intelligent television after-sale service, system and equipment in the Internet, to realize efficient intelligent television after-sale service timely, the workload of after-sale service personnel can either be reduced, can user satisfaction be promoted again.
For reaching this object, embodiments of the invention by the following technical solutions:
Realize a method for intelligent television after-sale service based on the Internet, comprise the following steps:
A. intelligent television carries out self-inspection, detects fault message;
B. fault message and Back ground Information are reported cloud server by intelligent television;
C. cloud server is according to Back ground Information, is obtained the user profile of this intelligent television by custom system;
D. cloud server is according to Back ground Information, is obtained the material information of this intelligent television by material system;
E. cloud server is according to fault message, user profile, material information, exports after-sale service scheme.
Realize a system for intelligent television after-sale service based on the Internet, comprising:
Intelligent television, for fault message self-inspection, and reports cloud server by fault message and Back ground Information;
Cloud server, for according to Back ground Information, is obtained the user profile of this intelligent television, is obtained the material information of this intelligent television by material system by custom system, and according to fault message, user profile, material information, exports after-sale service scheme.
Realize a television set for intelligent television after-sale service based on the Internet, it is characterized in that comprising:
Fault message detection module, for by self test mode, detects the fault message of television set;
Information reporting module, for just fault message and Back ground Information report cloud server, cloud server gets user profile and the material information of television set by this Back ground Information, and cloud server according to fault message, user profile, material information, can export after-sale service scheme;
After-sale service scheme display module, shows on a television set for the after-sale service scheme of being replied by cloud server.
Realize a cloud server for intelligent television after-sale service based on the Internet, comprising:
Information receiving module, for receiving the fault message and Back ground Information that intelligent television reports;
User profile enquiry module, for obtaining the user profile of intelligent television by Back ground Information;
Material information enquiry module, for obtaining the material information of intelligent television by Back ground Information;
Fault processing module, for according to fault message, user profile, material information, exports after-sale service scheme.
The invention has the beneficial effects as follows: as can be seen from the technical scheme of the embodiment of the present invention, the fault message of intelligent television is drawn by built in self testing, therefore describe be accurately, specialty, user malfunction can be solved and describe unprofessional problem.Fault message and Back ground Information report and give cloud server by the present invention simultaneously, powerful backstage, high in the clouds can be utilized, get through custom system, material system, particularly material information is very helpful for how carrying out troubleshooting, thus the after-sale service scheme that specific aim is stronger, validity is higher can be exported, and these to be all intelligent television, cloud server complete automatically, therefore the present invention is passed through, efficient intelligent television after-sale service timely can be realized, the workload of after-sale service personnel can either be reduced, can user satisfaction be promoted again.
Accompanying drawing explanation
Accompanying drawing described herein is used to provide a further understanding of the present invention, forms a application's part, and exemplary embodiment of the present invention and explanation thereof, for explaining the present invention, do not form inappropriate limitation of the present invention.
Fig. 1 be the embodiment of the present invention provide based on the Internet realize intelligent television after-sale service the flow chart of method;
Fig. 2 is a kind of structure chart realizing the system of intelligent television after-sale service based on the Internet that the embodiment of the present invention provides;
Fig. 3 is a kind of structure chart realizing the television set of intelligent television after-sale service based on the Internet that the embodiment of the present invention provides;
Fig. 4 is a kind of structure chart realizing the cloud server of intelligent television after-sale service based on the Internet that the embodiment of the present invention provides;
Fig. 5 is a kind of intelligent television after-sale service flow chart that the embodiment of the present invention provides;
Fig. 6 is a kind of intelligent television information reporting flow chart that the embodiment of the present invention provides;
Fig. 7 is a kind of cloud server troubleshooting process figure that the embodiment of the present invention provides.
Embodiment
Below in conjunction with the accompanying drawing of the embodiment of the present invention, be clearly and completely described the technical scheme in the embodiment of the present invention, obviously, described embodiment is only the present invention's part embodiment, instead of whole embodiments.Based on embodiments of the invention, those of ordinary skill in the art, not making the every other embodiment obtained under creative work prerequisite, belong to the scope of protection of the invention.
A kind of method realizing intelligent television after-sale service based on the Internet that embodiment as shown in Figure 1 provides, comprises the following steps:
A. intelligent television carries out self-inspection, detects fault message;
B. fault message and Back ground Information are reported cloud server by intelligent television;
C. cloud server is according to Back ground Information, is obtained the user profile of this intelligent television by custom system;
D. cloud server is according to Back ground Information, is obtained the material information of this intelligent television by material system;
E. cloud server is according to fault message, user profile, material information, exports after-sale service scheme.
In the present embodiment, the fault knowledge storehouse that cloud server also can utilize high in the clouds long term accumulation to get up, by fault knowledge storehouse, retrieval coupling is carried out to the fault message collected:
To the fault of existing solution, solution is directly sent to this intelligent television by the Internet by cloud server, such intelligent television can process automatically, also can remind, instruct user to process according to solution, at the right time, conveniently and efficiently, certainly, user is instructed to solve fault by the mode of manually attending a banquet online, user can be made better to be served, thus promote user satisfaction.
To the fault also not having solution, what the analysis conclusion in fault message, user profile, material information and high in the clouds was sent to that after-sale service system generates by cloud server automatically visits in order, facilitating after-sale service personnel like this can be ready in advance, thus improves after-sale service efficiency.
In the present embodiment, intelligent television carries out grade separation mark to fault message, cloud server determines the order of priority of corresponding failure according to this grade separation mark, facilitate reasonable arrangement after-sale service resource like this, user malfunction in the urgent need to address is preferentially solved, thus promotes user satisfaction.
In the present embodiment, intelligent television by the fault message that detects stored in LOG daily record, intelligent television reads family of power and influence's value of process daily record from the configuration file that cloud server is transferred, when LOG daily record be greater than this family of power and influence be worth time, fault message and Back ground Information are just reported cloud server by intelligent television, so just can improve intelligent television, the communication of cloud server and operating efficiency.
In the present embodiment, intelligent television, based on Android operation system, includes information collection module and information reporting module, and fault information collection comprises the following steps with reporting:
The first step, each intelligent television powers on, and modules just brings into operation self-check program, carries Logcat to send the information collected by Android, carrys out reporting of identification information by fixing TAG:CH_ER_COLLECT;
Second step, the LOG message file Chinese version of each module acquires reads by information collection module, is packaged into JSON document flow and is written in file to be uploaded, and name of queuing up successively;
3rd step, information reporting module asks cloud server end configuration file according to business categorizing HTTPGET; 4th step, cloud server end returns JSON response data, module verification version and content, if after cloud server dynamically changes, return specific code, notice intelligent television needs to upgrade;
5th step, information reporting module is according to cloud server address and upload strategy file, adds TV Back ground Information, upload to cloud server by des encryption in reporting information.
By above step, the various fault messages of intelligent television, Back ground Information just can orderly, complete, upload to cloud server safely.
In the present embodiment, include subscriber directory number information in Back ground Information, cloud server inquires user profile by this subscriber directory number information association.At present, no matter be family or individual, phone is all very universal, is therefore easily identified and inquire the various information of the user of this intelligent television by subscriber directory number information.
In the present embodiment, in Back ground Information, include the SN sequence number of intelligent television, facilitate cloud server like this by SN sequence number, and other parameters, such as the parameter such as bar code and platform authentication code, utilizes material system to inquire material information, to help determining after-sale service scheme.
A kind of system realizing intelligent television after-sale service based on the Internet that embodiment as shown in Figure 2 provides, comprising:
Intelligent television, for fault message self-inspection, and reports cloud server by fault message and Back ground Information;
Cloud server, for according to Back ground Information, is obtained the user profile of this intelligent television, is obtained the material information of this intelligent television by material system by custom system, and according to fault message, user profile, material information, exports after-sale service scheme.
In the present embodiment, the fault knowledge storehouse that cloud server also can utilize high in the clouds long term accumulation to get up, by fault knowledge storehouse, retrieval coupling is carried out to the fault message collected:
To the fault of existing solution, solution is directly sent to this intelligent television by the Internet by cloud server, such intelligent television can process automatically, also can remind, instruct user to process according to solution, at the right time, conveniently and efficiently, certainly, user is instructed to solve fault by the mode of manually attending a banquet online, user can be made better to be served, thus promote user satisfaction.
To the fault also not having solution, what the analysis conclusion in fault message, user profile, material information and high in the clouds was sent to that after-sale service system generates by cloud server automatically visits in order, facilitating after-sale service personnel like this can be ready in advance, thus improves after-sale service efficiency.
In the present embodiment, intelligent television carries out grade separation mark to fault message, cloud server determines the order of priority of corresponding failure according to this grade separation mark, facilitate reasonable arrangement after-sale service resource like this, user malfunction in the urgent need to address is preferentially solved, thus promotes user satisfaction.
In the present embodiment, intelligent television by the fault message that detects stored in LOG daily record, intelligent television reads family of power and influence's value of process daily record from the configuration file that cloud server is transferred, when LOG daily record be greater than this family of power and influence be worth time, fault message and Back ground Information are just reported cloud server by intelligent television, so just can improve intelligent television, the communication of cloud server and operating efficiency.
In the present embodiment, intelligent television, based on Android operation system, includes information collection module and information reporting module, and in the following manner:
Each intelligent television powers on, and modules just brings into operation self-check program, carries Logcat to send the information collected by Android, carrys out reporting of identification information by fixing TAG:CH_ER_COLLECT;
The LOG message file Chinese version of each module acquires reads by information collection module, is packaged into JSON document flow and is written in file to be uploaded, and name of queuing up successively;
Information reporting module asks cloud server end configuration file according to business categorizing HTTPGET;
Cloud server end returns JSON response data, module verification version and content, if after cloud server dynamically changes, return specific code, notice intelligent television needs to upgrade;
Information reporting module is according to cloud server address and upload strategy file, adds TV Back ground Information, upload to cloud server by des encryption in reporting information.
Like this, the various fault messages of intelligent television, Back ground Information just can orderly, complete, upload to cloud server safely.
In the present embodiment, include subscriber directory number information in Back ground Information, cloud server inquires user profile by this subscriber directory number information association.At present, no matter be family or individual, phone is all very universal, is therefore easily identified and inquire the various information of the user of this intelligent television by subscriber directory number information.
In the present embodiment, in Back ground Information, include the SN sequence number of intelligent television, facilitate cloud server like this by SN sequence number, and other parameters, such as the parameter such as bar code and platform authentication code, utilizes material system to inquire material information, to help determining after-sale service scheme.
A kind of television set realizing intelligent television after-sale service based on the Internet that embodiment as shown in Figure 3 provides, comprising:
Fault message detection module, for by self test mode, detects the fault message of television set;
Information reporting module, for just fault message and Back ground Information report cloud server, cloud server gets user profile and the material information of television set by this Back ground Information, and cloud server according to fault message, user profile, material information, can export after-sale service scheme;
After-sale service scheme display module, shows on a television set for the after-sale service scheme of being replied by cloud server.
In the present embodiment, in the present embodiment, intelligent television carries out grade separation mark to fault message, cloud server determines the order of priority of corresponding failure according to this grade separation mark, facilitate reasonable arrangement after-sale service resource like this, user malfunction in the urgent need to address is preferentially solved, thus promotes user satisfaction.
In the present embodiment, intelligent television by the fault message that detects stored in LOG daily record, intelligent television reads family of power and influence's value of process daily record from the configuration file that cloud server is transferred, when LOG daily record be greater than this family of power and influence be worth time, fault message and Back ground Information are just reported cloud server by intelligent television, so just can improve intelligent television, the communication of cloud server and operating efficiency.
In the present embodiment, television set is the intelligent television based on Android operation system, includes information collection module and information reporting module, and in the following manner:
Each intelligent television powers on, and modules just brings into operation self-check program, carries Logcat to send the information collected by Android, carrys out reporting of identification information by fixing TAG:CH_ER_COLLECT;
The LOG message file Chinese version of each module acquires reads by information collection module, is packaged into JSON document flow and is written in file to be uploaded, and name of queuing up successively;
Information reporting module asks cloud server end configuration file according to business categorizing HTTPGET;
Cloud server end returns JSON response data, module verification version and content, if after cloud server dynamically changes, return specific code, notice intelligent television needs to upgrade;
Information reporting module is according to cloud server address and upload strategy file, adds TV Back ground Information, upload to cloud server by des encryption in reporting information.
Like this, the various fault messages of intelligent television, Back ground Information just can orderly, complete, upload to cloud server safely.
A kind of cloud server realizing intelligent television after-sale service based on the Internet that embodiment as shown in Figure 4 provides, comprising:
Information receiving module, for receiving the fault message and Back ground Information that intelligent television reports;
User profile enquiry module, for obtaining the user profile of intelligent television by Back ground Information;
Material information enquiry module, for obtaining the material information of intelligent television by Back ground Information;
Fault processing module, for according to fault message, user profile, material information, exports after-sale service scheme.
In the present embodiment, in the present embodiment, the fault knowledge storehouse that cloud server also can utilize high in the clouds long term accumulation to get up, by fault knowledge storehouse, retrieval coupling is carried out to the fault message collected:
To the fault of existing solution, solution is directly sent to this intelligent television by the Internet by cloud server, such intelligent television can process automatically, also can remind, instruct user to process according to solution, at the right time, conveniently and efficiently, certainly, user is instructed to solve fault by the mode of manually attending a banquet online, user can be made better to be served, thus promote user satisfaction.To the fault also not having solution, what the analysis conclusion in fault message, user profile, material information and high in the clouds was sent to that after-sale service system generates by cloud server automatically visits in order, facilitating after-sale service personnel like this can be ready in advance, thus improves after-sale service efficiency.
Order of visiting can be pushed to the mobile terminal of after-sale service personnel, such as mobile phone, panel computer, more convenient with regard to after-sale service personnel like this, serves more effective.
In the present embodiment, include subscriber directory number information in Back ground Information, cloud server inquires user profile by this subscriber directory number information association.At present, no matter be family or individual, phone is all very universal, is therefore easily identified and inquire the various information of the user of this intelligent television by subscriber directory number information.
In the present embodiment, in Back ground Information, include the SN sequence number of intelligent television, facilitate cloud server like this by SN sequence number, and other parameters, such as the parameter such as bar code and platform authentication code, utilizes material system to inquire material information, to help determining after-sale service scheme.
Below, the present invention is further illustrated for the intelligent television based on Android operation system.
The after-sale service flow process of a kind of intelligent television as shown in Figure 5, comprises the following steps:
The first step, each television set, namely TV powers on, and modules just brings into operation self-check program, carries Logcat to send the information collected by Android, carrys out reporting of identification information by fixing TAG:CH_ER_COLLECT.
Second step, the LOG message file Chinese version of each module acquires reads by information collection module, is packaged into JSON document flow and is written in the file of cloud server to be uploaded, and name of queuing up successively.
3rd step, information reporting module is according to business categorizing HTTPGET request server end configuration file.
4th step, server end returns JSON response data, module verification version and content, if after server dynamically changes, return specific code, notification terminal and TV end, need to upgrade.
5th step, information reporting module is according to server address and upload strategy file, adds TV Back ground Information, comprise MAC Address, SN sequence number, telephone number etc., uploaded onto the server by des encryption in reporting information.
6th step, server receives http response, and according to rule parsing reported data, successful write into Databasce, failed then return error code.
7th step, server high in the clouds platform according to Back ground Information telephone number, by SpringJDBC mode, use the special account connection data storehouse that custom system provides, in correlation inquiry storehouse, SalesRecord table and Shop table, find user profile relevant field, be deposited into cloud database.
8th step, server high in the clouds platform by the webservice passing the parameter call material systems such as SN sequence number and issue get this machine hardware information and stored in cloud database, return data comprises: the description of screen set of hanging scrolls code, powerdesc power panel, power power panel bar code, barcode finished product bar code, mainboard mainboard bar code, the description of mbdesc mainboard etc., if nothing, return NULL.
9th step, retrieval coupling is carried out to the fault message collected in fault knowledge storehouse, server high in the clouds, if existing solution, issue solution, to failed machines, guidance solution is carried out to user.
Tenth step, if cannot mate fault solution, then the service of information by restfull style of fault message, user profile and hardware being got the raw materials ready, is sent to engineer after sale and sends in single system CRM, allow engineer judge timely and effectively to deal with problems, thus greatly improve after-sale service level.
A kind of intelligent television information reporting flow chart as shown in Figure 6, comprising:
The first step, each module startup self-detection of intelligent television, collection fault message.
Second step, malfunctioning module is by calling LOG.X(" mark TAG ", " fault message ") reporting fault information, wherein X is the grade separation of information, and rank is higher, and the promptness of process is higher.
3rd step, information collection module by LOG according to the program package name called be deposited into successively/bag name file corresponding to TMP/CHINFO catalogue in.
4th step, the total size of LOG daily record in this catalogue of information reporting module periodic monitor, the configuration file of transferring by obtaining server end reads family of power and influence's value of process daily record.
5th step, when the total size of LOG daily record be greater than the family of power and influence be worth time, Context resolution is JSON file and adds the complete machine basic parameter information of needs by information reporting module, content is written in the files passe catalogue/DATA/CHINFO specified.
6th step, information reporting module calls cloud service interface by HTTPPOST, and submitted to data data by data acquisition des encryption, server returns response data with the form of JSON.
7th step, information reporting module judges whether to upload successfully according to response, successful then Delete Local File, unsuccessful, requeues and uploads.
A kind of cloud server troubleshooting process as shown in Figure 7, comprising:
The first step, high in the clouds sort pass TV reporting fault information, does Data classification process.
Second step, judges whether current failure information is associated with user profile, if nothing, enters custom system match user information, if had, custom system is then according to bar code information organizing-request message.
3rd step, high in the clouds is by SpringJDBC mode, and the special account using custom system to provide is connected to database, according to the telephone number in fault message, the user profile that batch synchronization is corresponding, or as required, synchronous wall scroll user profile in time.
4th step, high in the clouds, by passing parameter, comprises the webservice that bar code and platform authentication code etc. call bar code system issue, thus gets the corresponding machine hardware information of response.
5th step, high in the clouds by these information stored in database, and by retrieval high in the clouds have knowledge base, automatic analysis failure problems.
6th step, to the fault of existing solution, is directly sent to the television set page by the Internet by scheme and solves fault.
7th step, to the fault not having solution, after-sale service system gets all relevant data messages by the api interface calling high in the clouds and provide, and then analyzes, handling failure scheme is entered into high in the clouds knowledge base.
As can be seen from embodiments of the invention, effect of the present invention is on intelligent TV set, implant fault detection capability, information collection function, information collects Back ground Information, the fault message of intelligent television by private network agreement, judged and match user information by high in the clouds intellectual analysis, issue solution or send detailed high in the clouds to analyze the information such as conclusion and material for after-sale service order, be pushed to after sale in engineer's hand.By the Internet and whole after-sale service system, realize after-sale service active analysis and process problem, get through the automated process flow of troubleshooting, promote fault and solve efficiency.
Embodiments of the invention take full advantage of the powerful resource of cloud platform, particularly fault knowledge storehouse, according to the fault message coupling cloud server knowledge base of having put up, if there was the solution of same fault in the past, just direct labor can attend a banquet online and instruct user to deal with problems; If there is no ripe solution, existing knowledge base cannot instruct solution, personnel after sale are just needed this time to visit, conclusion is just analyzed in the fault message got, user profile, material information and high in the clouds by cloud server, be dealt into and visit on the mobile terminals such as personnel's mobile phone, accomplished to get the raw materials ready, purposive makes house calls, thus improves solution efficiency and user satisfaction.
The foregoing is only the preferred embodiments of the present invention, be not limited to the present invention, for a person skilled in the art, the present invention can have various modifications and variations.All any amendments done within the spirit and principles in the present invention, equivalent replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (26)
1. realize a method for intelligent television after-sale service based on the Internet, it is characterized in that comprising the following steps:
A. intelligent television carries out self-inspection, detects fault message;
B. fault message and Back ground Information are reported cloud server by intelligent television;
C. cloud server is according to Back ground Information, is obtained the user profile of this intelligent television by custom system;
D. cloud server is according to Back ground Information, is obtained the material information of this intelligent television by material system;
E. cloud server is according to fault message, user profile, material information, exports after-sale service scheme.
2. a kind of method realizing intelligent television after-sale service based on the Internet according to claim 1, is characterized in that in described step e, and cloud server carries out retrieval coupling by fault knowledge storehouse to the fault message collected:
To the fault of existing solution, solution is directly sent to this intelligent television by the Internet by cloud server;
To the fault also not having solution, what the analysis conclusion in fault message, user profile, material information and high in the clouds was sent to that after-sale service system generates by cloud server automatically visiting in order.
3. a kind of method realizing intelligent television after-sale service based on the Internet according to claim 2, it is characterized in that the fault to existing solution, after solution is directly sent to this intelligent television by the Internet by cloud server, the mode also by manually attending a banquet online instructs user to solve fault.
4. a kind of method realizing intelligent television after-sale service based on the Internet according to claim 1, is characterized in that intelligent television carries out grade separation mark to fault message, and cloud server determines the order of priority of corresponding failure according to this grade separation mark.
5. a kind of method realizing intelligent television after-sale service based on the Internet according to claim 1, it is characterized in that intelligent television by the fault message that detects stored in LOG daily record, intelligent television reads family of power and influence's value of process daily record from the configuration file that cloud server is transferred, when LOG daily record be greater than this family of power and influence be worth time, fault message and Back ground Information are just reported cloud server by intelligent television.
6. a kind of method realizing intelligent television after-sale service based on the Internet according to claim 1, it is characterized in that described intelligent television is based on Android operation system, include information collection module and information reporting module, described step a and step b includes following steps:
The first step, each intelligent television powers on, and modules just brings into operation self-check program, carries Logcat to send the information collected by Android, carrys out reporting of identification information by fixing TAG:CH_ER_COLLECT;
Second step, the LOG message file Chinese version of each module acquires reads by information collection module, is packaged into JSON document flow and is written in file to be uploaded, and name of queuing up successively;
3rd step, information reporting module asks cloud server end configuration file according to business categorizing HTTPGET; 4th step, cloud server end returns JSON response data, module verification version and content, if after cloud server dynamically changes, return specific code, notice intelligent television needs to upgrade;
5th step, information reporting module is according to cloud server address and upload strategy file, adds TV Back ground Information, upload to cloud server by des encryption in reporting information.
7. a kind of method realizing intelligent television after-sale service based on the Internet according to claim 1, it is characterized in that including subscriber directory number information in described Back ground Information, cloud server inquires user profile by this subscriber directory number information association.
8. a kind of method realizing intelligent television after-sale service based on the Internet according to claim 1, is characterized in that the SN sequence number including intelligent television in described Back ground Information.
9. realize a system for intelligent television after-sale service based on the Internet, it is characterized in that comprising:
Intelligent television, for fault message self-inspection, and reports cloud server by fault message and Back ground Information;
Cloud server, for according to Back ground Information, is obtained the user profile of this intelligent television, is obtained the material information of this intelligent television by material system by custom system, and according to fault message, user profile, material information, exports after-sale service scheme.
10. a kind of system realizing intelligent television after-sale service based on the Internet according to claim 9, is characterized in that described cloud server carries out retrieval coupling by fault knowledge storehouse to the fault message collected:
To the fault of existing solution, solution is directly sent to this intelligent television by the Internet by cloud server;
To the fault also not having solution, what the analysis conclusion in fault message, user profile, material information and high in the clouds was sent to that after-sale service system generates by cloud server automatically visiting in order.
11. a kind of systems realizing intelligent television after-sale service based on the Internet according to claim 10, it is characterized in that the fault to existing solution, after solution is directly sent to this intelligent television by the Internet by cloud server, the mode also by manually attending a banquet online instructs user to solve fault.
12. a kind of systems realizing intelligent television after-sale service based on the Internet according to claim 9, it is characterized in that intelligent television carries out grade separation mark to fault message, cloud server determines the order of priority of corresponding failure according to this grade separation mark.
13. a kind of systems realizing intelligent television after-sale service based on the Internet according to claim 9, it is characterized in that intelligent television by the fault message that detects stored in LOG daily record, intelligent television reads family of power and influence's value of process daily record from the configuration file that cloud server is transferred, when LOG daily record be greater than this family of power and influence be worth time, fault message and Back ground Information are just reported cloud server by intelligent television.
14. a kind of systems realizing intelligent television after-sale service based on the Internet according to claim 9, is characterized in that described intelligent television is based on Android operation system, include information collection module and information reporting module, and in the following manner:
Each intelligent television powers on, and modules just brings into operation self-check program, carries Logcat to send the information collected by Android, carrys out reporting of identification information by fixing TAG:CH_ER_COLLECT;
The LOG message file Chinese version of each module acquires reads by information collection module, is packaged into JSON document flow and is written in file to be uploaded, and name of queuing up successively;
Information reporting module asks cloud server end configuration file according to business categorizing HTTPGET;
Cloud server end returns JSON response data, module verification version and content, if after cloud server dynamically changes, return specific code, notice intelligent television needs to upgrade;
Information reporting module is according to cloud server address and upload strategy file, adds TV Back ground Information, upload to cloud server by des encryption in reporting information.
15. a kind of systems realizing intelligent television after-sale service based on the Internet according to claim 9, it is characterized in that including subscriber directory number information in described Back ground Information, cloud server inquires user profile by this subscriber directory number information association.
16. a kind of systems realizing intelligent television after-sale service based on the Internet according to claim 9, is characterized in that the SN sequence number including intelligent television in described Back ground Information.
17. 1 kinds realize the television set of intelligent television after-sale service based on the Internet, it is characterized in that comprising:
Fault message detection module, for by self test mode, detects the fault message of television set;
Information reporting module, for just fault message and Back ground Information report cloud server, cloud server gets user profile and the material information of television set by this Back ground Information, and cloud server according to fault message, user profile, material information, can export after-sale service scheme;
After-sale service scheme display module, shows on a television set for the after-sale service scheme of being replied by cloud server.
18. a kind of television sets realizing intelligent television after-sale service based on the Internet according to claim 17, characterized by further comprising fault message identification module, for carrying out grade separation mark to fault message, cloud server can determine the order of priority of corresponding failure according to this grade separation mark.
19. a kind of television sets realizing intelligent television after-sale service based on the Internet according to claim 17, characterized by further comprising and report control module, configuration file for transferring from cloud server reads family of power and influence's value of process daily record, the described fault message detected is stored in LOG daily record, when LOG daily record be greater than this family of power and influence be worth time, this reports control module just to allow fault message and Back ground Information to report cloud server.
20. a kind of television sets realizing intelligent television after-sale service based on the Internet according to claim 17, is characterized in that a kind of intelligent television based on Android operation system of described television set, include information collection module, and in the following manner:
Each intelligent television powers on, and modules just brings into operation self-check program, carries Logcat to send the information collected by Android, carrys out reporting of identification information by fixing TAG:CH_ER_COLLECT;
The LOG message file Chinese version of each module acquires reads by information collection module, is packaged into JSON document flow and is written in file to be uploaded, and name of queuing up successively;
Information reporting module asks cloud server end configuration file according to business categorizing HTTPGET;
Cloud server end returns JSON response data, module verification version and content, if after cloud server dynamically changes, return specific code, notice intelligent television needs to upgrade;
Information reporting module is according to cloud server address and upload strategy file, adds TV Back ground Information, upload to cloud server by des encryption in reporting information.
21. 1 kinds realize the cloud server of intelligent television after-sale service based on the Internet, it is characterized in that comprising:
Information receiving module, for receiving the fault message and Back ground Information that intelligent television reports;
User profile enquiry module, for obtaining the user profile of intelligent television by Back ground Information;
Material information enquiry module, for obtaining the material information of intelligent television by Back ground Information;
Fault processing module, for according to fault message, user profile, material information, exports after-sale service scheme.
22. a kind of cloud servers realizing intelligent television after-sale service based on the Internet according to claim 21, it is characterized in that described fault processing module includes fault knowledge storehouse, fault processing module carries out retrieval coupling by fault knowledge storehouse to the fault message collected:
To the fault of existing solution, solution is directly sent to this intelligent television by the Internet by fault processing module;
To the fault also not having solution, what the analysis conclusion in fault message, user profile, material information and high in the clouds was sent to that after-sale service system generates by cloud server automatically visiting in order.
23. a kind of cloud servers realizing intelligent television after-sale service based on the Internet according to claim 21, it is characterized in that including subscriber directory number information in described Back ground Information, user profile enquiry module inquires user profile by this subscriber directory number information association.
24. a kind of cloud servers realizing intelligent television after-sale service based on the Internet according to claim 21, is characterized in that including SN sequence number in described Back ground Information.
25. a kind of cloud servers realizing intelligent television after-sale service based on the Internet according to claim 22, is characterized in that described order of visiting can be pushed to the mobile terminal of after-sale service personnel.
26. a kind of cloud servers realizing intelligent television after-sale service based on the Internet according to claim 22, it is characterized in that the fault to existing solution, after solution is directly sent to this intelligent television by the Internet by cloud server, the mode also by manually attending a banquet online instructs user to solve fault.
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