CN110244686A - The fault handling method and device of smart machine - Google Patents
The fault handling method and device of smart machine Download PDFInfo
- Publication number
- CN110244686A CN110244686A CN201910461324.8A CN201910461324A CN110244686A CN 110244686 A CN110244686 A CN 110244686A CN 201910461324 A CN201910461324 A CN 201910461324A CN 110244686 A CN110244686 A CN 110244686A
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- user
- smart machine
- failure cause
- order information
- fault message
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- G—PHYSICS
- G05—CONTROLLING; REGULATING
- G05B—CONTROL OR REGULATING SYSTEMS IN GENERAL; FUNCTIONAL ELEMENTS OF SUCH SYSTEMS; MONITORING OR TESTING ARRANGEMENTS FOR SUCH SYSTEMS OR ELEMENTS
- G05B23/00—Testing or monitoring of control systems or parts thereof
- G05B23/02—Electric testing or monitoring
- G05B23/0205—Electric testing or monitoring by means of a monitoring system capable of detecting and responding to faults
- G05B23/0218—Electric testing or monitoring by means of a monitoring system capable of detecting and responding to faults characterised by the fault detection method dealing with either existing or incipient faults
- G05B23/0224—Process history based detection method, e.g. whereby history implies the availability of large amounts of data
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- G—PHYSICS
- G05—CONTROLLING; REGULATING
- G05B—CONTROL OR REGULATING SYSTEMS IN GENERAL; FUNCTIONAL ELEMENTS OF SUCH SYSTEMS; MONITORING OR TESTING ARRANGEMENTS FOR SUCH SYSTEMS OR ELEMENTS
- G05B2219/00—Program-control systems
- G05B2219/20—Pc systems
- G05B2219/24—Pc safety
- G05B2219/24065—Real time diagnostics
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- General Physics & Mathematics (AREA)
- Engineering & Computer Science (AREA)
- Automation & Control Theory (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
This application involves a kind of fault handling method of smart machine and devices；The described method includes: obtaining the fault message of smart machine；The fault message is analyzed, determines the failure cause of smart machine；Failure cause is pushed to preassigned user；After receiving the order information of user feedback, maintenance personal is recommended to user according to the order information.The scheme of the application is capable of the operating condition of monitoring intelligent equipment, it finds the problem in time when smart machine breaks down and determines failure cause, it so as to avoid user could not have found failure in time and cause the situation of usage experience difference, and can be user's accurate match related technical personnel；This programme not only facilitates user, while alleviating the burden of customer service after sale.
Description
Technical field
This application involves Smart Home technical fields, and in particular to a kind of fault handling method and device of smart machine.
Background technique
The type of smart home is increasing, and the life of Modern Family is also constantly moving towards intelligent.Internet of Things is related
The continuous appearance of policy, also provides strong support for smart home industry, and smart home is allowed to become Internet of Things at one stroke
Southern exposure industry in.Meanwhile the progress of key technology and the perfect of industrial system are also built for the development of smart home industry
Important basis is stood.
So-called smart home, i.e. home life gradually move towards intelligent, device network.With smart home device type
Increase, the after-sales services of various equipment service just needs some special maintenance personals.
In the related technology, after smart home device breaks down, maintenance personal is contacted after needing user oneself to find the problem
It is handled.The failure ratio of some equipment is more covert, can not find in time in some cases, cause the usage experience of user compared with
Difference.In addition, user may not have enough understandings to smart home device, to be difficult to profession required for accurately searching out
Maintenance personal.
Summary of the invention
To be overcome the problems, such as present in the relevant technologies at least to a certain extent, the application provides a kind of event of smart machine
Hinder treating method and apparatus.
According to the embodiment of the present application in a first aspect, providing a kind of fault handling method of smart machine, comprising:
Obtain the fault message of smart machine；
The fault message is analyzed, determines the failure cause of smart machine；
Failure cause is pushed to preassigned user；
After receiving the order information of user feedback, maintenance personal is recommended to user according to the order information.
Further, the fault message for obtaining smart machine, comprising:
Receive the fault message that smart machine is uploaded by network；
Wherein, the fault message be the smart machine after failure, the operating status collected and uploaded automatically
Information.
It is further, described that failure cause is pushed to preassigned user, comprising:
Failure cause is sent to preassigned speech ciphering equipment so that the speech ciphering equipment by corresponding failure cause into
Row voice broadcast.
Further, the method also includes:
Receive the order information that the speech ciphering equipment uploads, the order information be the speech ciphering equipment detect it is specified
Phonetic order after generate and upload.
It is further, described that failure cause is pushed to preassigned user, comprising:
Failure cause is sent to preassigned applications client, so that the applications client is shown about failure original
The application message of cause.
Further, the method also includes:
The order information that the applications client uploads is received, the order information is that the applications client is receiving
It generates and uploads after specified operational order.
It is further, described that the fault message is analyzed, comprising:
Inquiry takes pre-stored historical failure data；
This fault message and historical failure data are subjected to verification comparison, establish fault message and historical failure data
Correlation models；
This failure cause is determined according to comparison check results.
Further, the method also includes:
This fault message and failure cause are added in historical failure data.
It is further, described that maintenance personal is recommended to user according to the order information, comprising:
Obtain pre-stored maintenance personal's list；
According to failure cause and order information, the highest maintenance personal of matching degree is determined from maintenance personal's list；
The maintenance personal determined is pushed to user.
Further, the order information includes: station address, subscription time, user demand；
Maintenance personal's list include: the personal information of maintenance personal, task arrange an order according to class and grade, operational area, technical ability index；
It is described that the highest maintenance personal of matching degree is determined from maintenance personal's list, comprising:
By failure cause and technical ability index, station address and operational area, subscription time and task arrange an order according to class and grade respectively carry out
Match, filters out the highest maintenance personal of matching degree.
According to the second aspect of the embodiment of the present application, a kind of fault treating apparatus of smart machine is provided, comprising:
Module is obtained, for obtaining the fault message of smart machine；
Analysis module determines the failure cause of smart machine for analyzing the fault message；
Pushing module, for failure cause to be pushed to preassigned user；
Recommending module, for being recommended according to the order information to user after receiving the order information of user feedback
Maintenance personal.
According to the third aspect of the embodiment of the present application, a kind of fault processing system of smart machine is provided, comprising: intelligence is set
Standby, server and user terminal；
The smart machine is used to collect running state information automatically when breaking down and uploads to the server；
The user terminal is used to receive the failure cause of the server push, and feeds back order information to the service
Device；
The server is used for:
Obtain the fault message of smart machine；
The fault message is analyzed, determines the failure cause of smart machine；
Failure cause is pushed to preassigned user；
After receiving the order information of user feedback, maintenance personal is recommended to user according to the order information.
Embodiments herein provide technical solution have it is following the utility model has the advantages that
The scheme of the application is capable of the operating condition of monitoring intelligent equipment, and when smart machine breaks down, discovery is asked in time
Inscribe and determine failure cause, so as to avoid user could not have found failure in time and cause the situation of usage experience difference, and energy
It is enough user's accurate match related technical personnel；This programme not only facilitates user, while alleviating the burden of customer service after sale.
It should be understood that above general description and following detailed description be only it is exemplary and explanatory, not
The application can be limited.
Detailed description of the invention
The drawings herein are incorporated into the specification and forms part of this specification, and shows the implementation for meeting the application
Example, and together with specification it is used to explain the principle of the application.
Fig. 1 is a kind of flow chart of the fault handling method of smart machine shown according to an exemplary embodiment.
Fig. 2 is a kind of information flow chart of the fault handling method of smart machine shown according to an exemplary embodiment.
Specific embodiment
Example embodiments are described in detail here, and the example is illustrated in the accompanying drawings.Following description is related to
When attached drawing, unless otherwise indicated, the same numbers in different drawings indicate the same or similar elements.Following exemplary embodiment
Described in embodiment do not represent all embodiments consistent with the application.On the contrary, they be only with it is such as appended
The example of the consistent method and apparatus of some aspects be described in detail in claims, the application.
Fig. 1 is a kind of flow chart of the fault handling method of smart machine shown according to an exemplary embodiment.The party
Method can be applied to the automatic repair-reporting service of smart home device, comprising the following steps:
Step S1: the fault message of smart machine is obtained；
Step S2: analyzing the fault message, determines the failure cause of smart machine；
Step S3: failure cause is pushed to preassigned user；
Step S4: after receiving the order information of user feedback, maintenance people is recommended to user according to the order information
Member.
The scheme of the application is capable of the operating condition of monitoring intelligent equipment, and when smart machine breaks down, discovery is asked in time
Inscribe and determine failure cause, so as to avoid user could not have found failure in time and cause the situation of usage experience difference, and energy
It is enough user's accurate match related technical personnel；This programme not only facilitates user, while alleviating the burden of customer service after sale.
In some embodiments, the fault message for obtaining smart machine, comprising:
Receive the fault message that smart machine is uploaded by network；
Wherein, the fault message be the smart machine after failure, the operating status collected and uploaded automatically
Information.
Smart machine generates running log, the parameters of recording equipment at runtime.When parameter occurs abnormal
Think that smart machine breaks down, can upload onto the server at this time using running log as fault message.
It is described that failure cause is pushed to preassigned user in some embodiments, comprising:
Failure cause is sent to preassigned speech ciphering equipment so that the speech ciphering equipment by corresponding failure cause into
Row voice broadcast.
Specifically, speech ciphering equipment can be intelligent sound box, and smart home device can first transmit data to intelligent sound box,
It is uploaded onto the server again by intelligent sound box.
In some embodiments, the method also includes:
Receive the order information that the speech ciphering equipment uploads, the order information be the speech ciphering equipment detect it is specified
Phonetic order after generate and upload.
It is described that failure cause is pushed to preassigned user in some embodiments, comprising:
Failure cause is sent to preassigned applications client, so that the applications client is shown about failure original
The application message of cause.
Specifically, applications client can be the APP on user's smart phone, and the fault message of server push can be again
It is checked in APP.
In some embodiments, the method also includes:
The order information that the applications client uploads is received, the order information is that the applications client is receiving
It generates and uploads after specified operational order.
Server is by the operating status of network moment monitoring intelligent equipment and the health status of equipment, once equipment goes out
Existing failure, equipment will startup separator reporting functions, the fault message of equipment is uploaded into cloud background server.Server will
Fail result is pushed to user by APP, and user is allowed to learn equipment fault problem in time whenever and wherever possible；At the same time, intelligent sound
Case can also play warning information, remind user equipment failure.
In addition, user can also issue order by interactive voice or APP, maintenance service is reserved.User can basis
Different usage scenarios selects different appointment modes.
It is described that the fault message is analyzed in some embodiments referring to Fig. 2, comprising:
Inquiry takes pre-stored historical failure data；
This fault message and historical failure data are subjected to verification comparison, establish fault message and historical failure data
Correlation models；
This failure cause is determined according to comparison check results.
In some embodiments, the method also includes:
This fault message and failure cause are added in historical failure data.
It is described that maintenance personal is recommended to user according to the order information in some embodiments, comprising:
Obtain pre-stored maintenance personal's list；
According to failure cause and order information, the highest maintenance personal of matching degree is determined from maintenance personal's list；
The maintenance personal determined is pushed to user.
In some embodiments, the order information includes: station address, subscription time, user demand；
Maintenance personal's list include: the personal information of maintenance personal, task arrange an order according to class and grade, operational area, technical ability index；
It is described that the highest maintenance personal of matching degree is determined from maintenance personal's list, comprising:
By failure cause and technical ability index, station address and operational area, subscription time and task arrange an order according to class and grade respectively carry out
Match, filters out the highest maintenance personal of matching degree.
After user issues reservation order, server passes through the device fault information collected and user related information,
By a series of operation, from equipment fault, station address, user demand urgency, related maintenance personal's task is arranged an order according to class and grade etc. each
It sets out under a factor, is matched to best maintenance personal, form corresponding maintenance work order, maintenance personal is arranged to make house calls on time,
Associated subscription information is assigned to user simultaneously.
The application also provides following embodiment:
A kind of fault treating apparatus of smart machine, comprising:
Module is obtained, for obtaining the fault message of smart machine；
Analysis module determines the failure cause of smart machine for analyzing the fault message；
Pushing module, for failure cause to be pushed to preassigned user；
Recommending module, for being recommended according to the order information to user after receiving the order information of user feedback
Maintenance personal.
About the device in above-described embodiment, wherein modules execute the specific steps of operation in related this method
Embodiment in be described in detail, no longer elaborate explanation herein.
The application also provides following embodiment:
A kind of fault processing system of smart machine, comprising: smart machine, server and user terminal；
The smart machine is used to collect running state information automatically when breaking down and uploads to the server；
The user terminal is used to receive the failure cause of the server push, and feeds back order information to the service
Device；
The server is used for:
Obtain the fault message of smart machine；
The fault message is analyzed, determines the failure cause of smart machine；
Failure cause is pushed to preassigned user；
After receiving the order information of user feedback, maintenance personal is recommended to user according to the order information.
About the system in above-described embodiment, wherein modules execute the specific steps of operation in related this method
Embodiment in be described in detail, no longer elaborate explanation herein.
The Center for architecture of the application is the fault message of monitoring intelligent equipment, then according to fault message and order information shape
At optimal maintenance work order, to provide a kind of simple, easily and efficiently maintenance service for user.Specific steps include:
Firstly, using equipment monitoring system, collecting device fault message, and upload onto the server.
Then, server gets relevant device fault message, carries out verification comparison with stored fault message, establishes
The correlation models of this failure and historical failure data.
User once places an order, and server will get user related information, the time including reservation, place, and demand is tight
Anxious degree, the historical record of user, evaluation etc. form line module.Service for life platform calls related maintenance personal's simultaneously
Information, including service range, technical ability index etc..
It is matched to best maintenance personal, forming corresponding maintenance work order, (which includes fault messages, and maintenance recommendation letter
Breath etc.), notify user, and maintenance personal is arranged to make house calls on time.
It is understood that same or similar part can mutually refer in the various embodiments described above, in some embodiments
Unspecified content may refer to the same or similar content in other embodiments.
It should be noted that term " first ", " second " etc. are used for description purposes only in the description of the present application, without
It can be interpreted as indication or suggestion relative importance.In addition, in the description of the present application, unless otherwise indicated, the meaning of " multiple "
Refer at least two.
Any process described otherwise above or method description are construed as in flow chart or herein, and expression includes
It is one or more for realizing specific logical function or process the step of executable instruction code module, segment or portion
Point, and the range of the preferred embodiment of the application includes other realization, wherein can not press shown or discussed suitable
Sequence, including according to related function by it is basic simultaneously in the way of or in the opposite order, Lai Zhihang function, this should be by the application
Embodiment person of ordinary skill in the field understood.
It should be appreciated that each section of the application can be realized with hardware, software, firmware or their combination.Above-mentioned
In embodiment, software that multiple steps or method can be executed in memory and by suitable instruction execution system with storage
Or firmware is realized.It, and in another embodiment, can be under well known in the art for example, if realized with hardware
Any one of column technology or their combination are realized: having a logic gates for realizing logic function to data-signal
Discrete logic, with suitable combinational logic gate circuit specific integrated circuit, programmable gate array (PGA), scene
Programmable gate array (FPGA) etc..
Those skilled in the art are understood that realize all or part of step that above-described embodiment method carries
It suddenly is that relevant hardware can be instructed to complete by program, the program can store in a kind of computer-readable storage medium
In matter, which when being executed, includes the steps that one or a combination set of embodiment of the method.
It, can also be in addition, can integrate in a processing module in each functional unit in each embodiment of the application
It is that each unit physically exists alone, can also be integrated in two or more units in a module.Above-mentioned integrated mould
Block both can take the form of hardware realization, can also be realized in the form of software function module.The integrated module is such as
Fruit is realized and when sold or used as an independent product in the form of software function module, also can store in a computer
In read/write memory medium.
Storage medium mentioned above can be read-only memory, disk or CD etc..
In the description of this specification, reference term " one embodiment ", " some embodiments ", " example ", " specifically show
The description of example " or " some examples " etc. means specific features, structure, material or spy described in conjunction with this embodiment or example
Point is contained at least one embodiment or example of the application.In the present specification, schematic expression of the above terms are not
Centainly refer to identical embodiment or example.Moreover, particular features, structures, materials, or characteristics described can be any
One or more embodiment or examples in can be combined in any suitable manner.
Although embodiments herein has been shown and described above, it is to be understood that above-described embodiment is example
Property, it should not be understood as the limitation to the application, those skilled in the art within the scope of application can be to above-mentioned
Embodiment is changed, modifies, replacement and variant.
Claims (12)
1. a kind of fault handling method of smart machine characterized by comprising
Obtain the fault message of smart machine；
The fault message is analyzed, determines the failure cause of smart machine；
Failure cause is pushed to preassigned user；
After receiving the order information of user feedback, maintenance personal is recommended to user according to the order information.
2. the method according to claim 1, wherein the fault message for obtaining smart machine, comprising:
Receive the fault message that smart machine is uploaded by network；
Wherein, the fault message be the smart machine after failure, the running state information collected and uploaded automatically.
3. the method according to claim 1, wherein described be pushed to preassigned user for failure cause,
Include:
Failure cause is sent to preassigned speech ciphering equipment, so that corresponding failure cause is carried out language by the speech ciphering equipment
Sound casting.
4. according to the method described in claim 3, it is characterized by further comprising:
The order information that the speech ciphering equipment uploads is received, the order information is that the speech ciphering equipment is detecting specified language
It generates and uploads after sound instruction.
5. the method according to claim 1, wherein described be pushed to preassigned user for failure cause,
Include:
Failure cause is sent to preassigned applications client, so that the applications client is shown about failure cause
Application message.
6. according to the method described in claim 5, it is characterized by further comprising:
Receive the order information that the applications client uploads, the order information be the applications client receive it is specified
Operational order after generate and upload.
7. method according to claim 1-6, which is characterized in that it is described that the fault message is analyzed,
Include:
Inquiry takes pre-stored historical failure data；
This fault message and historical failure data are subjected to verification comparison, establish phase of the fault message with historical failure data
Closing property model；
This failure cause is determined according to comparison check results.
8. the method according to the description of claim 7 is characterized in that further include:
This fault message and failure cause are added in historical failure data.
9. -6,8 described in any item methods according to claim 1, which is characterized in that it is described according to the order information to user
Recommend maintenance personal, comprising:
Obtain pre-stored maintenance personal's list；
According to failure cause and order information, the highest maintenance personal of matching degree is determined from maintenance personal's list；
The maintenance personal determined is pushed to user.
10. according to the method described in claim 9, it is characterized in that, the order information include: station address, subscription time,
User demand；
Maintenance personal's list include: the personal information of maintenance personal, task arrange an order according to class and grade, operational area, technical ability index；
It is described that the highest maintenance personal of matching degree is determined from maintenance personal's list, comprising:
Failure cause and technical ability index, station address and operational area, subscription time and task are arranged an order according to class and grade and matched respectively, is sieved
Select the highest maintenance personal of matching degree.
11. a kind of fault treating apparatus of smart machine characterized by comprising
Module is obtained, for obtaining the fault message of smart machine；
Analysis module determines the failure cause of smart machine for analyzing the fault message；
Pushing module, for failure cause to be pushed to preassigned user；
Recommending module, for recommending to repair to user according to the order information after receiving the order information of user feedback
Personnel.
12. a kind of fault processing system of smart machine characterized by comprising smart machine, server and user terminal；
The smart machine is used to collect running state information automatically when breaking down and uploads to the server；
The user terminal is used to receive the failure cause of the server push, and feeds back order information to the server；
The server is used for:
Obtain the fault message of smart machine；
The fault message is analyzed, determines the failure cause of smart machine；
Failure cause is pushed to preassigned user；
After receiving the order information of user feedback, maintenance personal is recommended to user according to the order information.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN201910461324.8A CN110244686A (en) | 2019-05-30 | 2019-05-30 | The fault handling method and device of smart machine |
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| CN201910461324.8A CN110244686A (en) | 2019-05-30 | 2019-05-30 | The fault handling method and device of smart machine |
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Family
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| CN110704093A (en) * | 2019-09-18 | 2020-01-17 | 上海麦克风文化传媒有限公司 | Method and system for processing operation feedback online fault |
| CN111310949A (en) * | 2020-02-12 | 2020-06-19 | 家食安(青岛)健康科技有限公司 | Method for feeding back user experience by intelligent hardware product, feedback device and service platform |
| CN111917606A (en) * | 2020-07-28 | 2020-11-10 | 青岛海尔科技有限公司 | Method and device for processing fault information, storage medium and electronic equipment |
| CN112862119A (en) * | 2021-01-21 | 2021-05-28 | 中国建设银行股份有限公司 | Method, device, equipment and medium for improving maintenance efficiency of self-service equipment |
| CN113673716A (en) * | 2021-07-20 | 2021-11-19 | 海尔(深圳)研发有限责任公司 | Method and device for analyzing and processing air conditioner fault and server |
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Application publication date: 20190917 |