CN110942160A - Household appliance maintenance service system - Google Patents
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- 238000004891 communication Methods 0.000 claims description 12
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- G06Q10/20—Administration of product repair or maintenance
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Abstract
The embodiment of the invention discloses a household appliance maintenance service system which can provide household appliance maintenance service more timely. The system comprises: the system comprises an intelligent diagnosis system, a fault processing system, a management platform and a target maintenance engineer terminal; the intelligent diagnosis system carries out fault diagnosis in real time according to the running condition of the household appliances, acquires fault information, user information and geographic information of the household appliances stored by a management platform when the household appliances break down, and transmits the fault information, the user information and the geographic information to a fault processing system; the fault handling system selects the target maintenance engineer terminal from at least one maintenance engineer terminal, and sends the fault information, the user information and the geographic information to the target maintenance engineer terminal; and the maintenance engineer corresponding to the target maintenance engineer terminal provides maintenance service in time. The embodiment of the invention is mainly used in the field of household appliance maintenance.
Description
Technical Field
The invention relates to the field of household appliances, in particular to a household appliance maintenance service system.
Background
With the development of science and technology, household appliances have been widely popularized to thousands of households. In a new consumption age, the consumption forms of household appliances are changing from products to products and services, and more household appliance consumers begin to pay attention to the services.
In the existing maintenance processing mode, once a household appliance fails, the failure condition is mostly described through a telephone and an address is informed, and service personnel can be reserved for home maintenance. In this maintenance processing manner, if the user does not inform the fault in time and the address may cause the fault not to be processed in time.
Disclosure of Invention
The embodiment of the invention provides a household appliance maintenance service system which can provide household appliance maintenance service more timely.
The embodiment of the invention adopts the following technical scheme:
an appliance servicing system comprising: the system comprises an intelligent diagnosis system, a fault processing system, a management platform and a target maintenance engineer terminal;
the intelligent diagnosis system carries out fault diagnosis in real time according to the running condition of the household appliances, acquires fault information, user information and geographic information of the household appliances stored by a management platform when the household appliances break down, and transmits the fault information, the user information and the geographic information to a fault processing system;
the fault handling system selects the target maintenance engineer terminal from at least one maintenance engineer terminal, and sends the fault information, the user information and the geographic information to the target maintenance engineer terminal;
and the maintenance engineer corresponding to the target maintenance engineer terminal provides maintenance service in time.
Optionally, the system further includes a user terminal;
the user terminal is bound with the household appliance, the user terminal determines the user information according to user input and sends the user information to the management platform, so that the management platform stores the user information.
Optionally, the system further comprises a fingerprint positioning server;
and the management platform acquires the geographic information through the fingerprint positioning server and stores the geographic information.
Optionally, after acquiring the fingerprint vector of the to-be-located point of the management platform, the fingerprint positioning server searches the fingerprint vector of the to-be-located point and the vector set of the position fingerprint database according to a specific matching algorithm, estimates the geographic information of the intelligent device of the to-be-located point, and sends the geographic information to the management platform.
Optionally, the fingerprint positioning server includes: a position fingerprint database and a positioning module;
the position fingerprint database stores wireless AP node information, wherein the wireless AP node information comprises an AP number, AP signal strength and an AP name;
the location information includes physical location coordinates X, Y of the reference point, and a set of signal strength vectors;
the WIFI fingerprint data acquisition is carried out on the position fingerprint database, and the WIFI fingerprint data acquisition is stored according to the data formats of position Description (Description), reference point coordinate X (Refering X), reference point coordinate Y (Refering Y), acquired signal strength (RSSI) and equipment hardware address (BSSID);
the positioning module receives fingerprint information data and transmits the fingerprint information data according to a fixed information format: APMAC address (BSSID), detected AP information strength (RSSI);
after receiving the positioning request, the positioning module analyzes according to a fixed information packaging format: traversing AP information around a point to be detected, instantiating a List set to store BSSID and RSSI and reading reference point AP information from a position fingerprint database, calculating K minimum distance values, and executing: s1 reading APMac address and signal intensity in buffer array in program, when MAC is not empty, storing these 2 values in APInfo array, and proceeding S1; s2, matching the position of the point to be located in the position fingerprint database, and obtaining a query result as a result set result; s3, calculating K nearest neighbor nodes of the to-be-positioned point, and calculating a weighted average value to obtain an estimated coordinate of the to-be-positioned point;
and the fingerprint positioning server returns the obtained positioning result to the management platform.
Optionally, the performing, by the intelligent diagnosis system, fault diagnosis in real time according to the running condition of the household appliance includes:
the intelligent diagnosis system records the running state and data of the household appliance and diagnoses whether the household appliance has faults or not according to the running state and data of the household appliance.
Optionally, the at least one maintenance engineer terminal is configured to upload and acquire the reference point fingerprint signals, process a fault order, and render positions.
Optionally, the management platform includes: the household appliance management module, the user management module and the communication module;
the household appliance management module is used for managing the household appliances registered in the distribution network, sending a positioning request to the fingerprint positioning server after the household appliances are bound with the user, and storing the position information of the household appliances returned by the fingerprint positioning server;
the user management module is used for managing the user terminal and storing the binding relationship between the user terminal and the household appliance;
and the communication module is used for realizing the data transmission of the management platform.
Optionally, the selecting, by the fault handling system, the service engineer terminal includes:
determining the fault degree of the household appliance according to the fault information, and selecting the maintenance engineer terminal according to the fault degree of the household appliance;
or determining the fault type of the household appliance according to the fault information, and selecting the maintenance engineer terminal according to the fault type of the household appliance;
or, determining the service area of the household appliance according to the position information, and selecting the maintenance engineer terminal according to the service area of the household appliance.
Optionally, the step of timely providing the maintenance service by the maintenance engineer corresponding to the target maintenance engineer terminal includes:
the target maintenance engineer terminal establishes communication with the user terminal, and according to the selection of the user terminal, an engineer video corresponding to the target maintenance engineer terminal guides to eliminate the fault of the household appliance;
or the target maintenance engineer terminal establishes communication with the user terminal, and the target maintenance engineer terminal sends a corresponding fault processing video tutorial according to the faults of the household appliances, and if the faults of the household appliances are eliminated through the fault processing video tutorial, the home maintenance is not carried out, and if the faults of the household appliances are not eliminated through the fault processing video tutorial, the home maintenance is carried out;
or, the maintenance engineer corresponding to the target maintenance engineer terminal directly visits the door for service.
Based on above-mentioned technical scheme's household electrical appliances maintenance service system, intelligent diagnosis system carries out fault diagnosis according to the household electrical appliances operational aspect in real time, works as when household electrical appliances break down, acquires the fault information, user information and the geographic information of the household electrical appliances of management platform storage, reaches user information geographic information transmits to the fault handling system, and the fault handling system selects target maintenance engineer terminal from at least one maintenance engineer terminal, sends fault information to target maintenance engineer terminal user information and geographic information, and the maintenance engineer that target maintenance engineer terminal corresponds in time provides maintenance service. Therefore, the failure is automatically detected and reported, and the maintenance service of the household appliance can be provided more timely.
It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the disclosure.
Drawings
The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the invention and together with the description, serve to explain the principles of the invention.
Fig. 1 is a schematic structural diagram of a home appliance maintenance service system according to an embodiment of the present invention.
Detailed Description
Reference will now be made in detail to the exemplary embodiments, examples of which are illustrated in the accompanying drawings. When the following description refers to the accompanying drawings, like numbers in different drawings represent the same or similar elements unless otherwise indicated. The embodiments described in the following exemplary embodiments do not represent all embodiments consistent with the present invention. Rather, they are merely examples of apparatus and methods consistent with certain aspects of the invention, as detailed in the appended claims.
As shown in fig. 1, an embodiment of the present invention provides a home appliance maintenance service system, including: the system comprises an intelligent diagnosis system 11, a fault processing system 12, a management platform 13 and a target maintenance engineer terminal 14;
the intelligent diagnosis system 11 performs fault diagnosis in real time according to the running condition of the household appliance, acquires fault information, user information and geographic information of the household appliance stored by the management platform 13 when the household appliance fails, and transmits the fault information, the user information and the geographic information to the fault processing system 12;
the fault handling system 12 selects a target maintenance engineer terminal 14 from at least one maintenance engineer terminal, and sends the fault information, the user information, and the geographic information to the target maintenance engineer terminal 14;
and the maintenance engineer corresponding to the target maintenance engineer terminal 14 provides maintenance service in time.
In one embodiment, the home appliance servicing system further includes a user terminal 15;
the user terminal 15 is bound with the household appliance, and the user terminal determines the user information according to the user input and sends the user information to the management platform 13, so that the management platform 13 stores the user information.
In one embodiment, the appliance servicing system further comprises a fingerprint location server 16;
the management platform 13 acquires the geographic information of the household appliance through the fingerprint positioning server 16, and stores the geographic information.
In an embodiment, after acquiring the fingerprint vector of the to-be-located point of the management platform, the fingerprint positioning server 16 searches the fingerprint vector of the to-be-located point and the vector set of the location fingerprint database according to a specific matching algorithm, estimates the geographic information of the intelligent device of the to-be-located point, and sends the geographic information to the management platform. Specifically, after the equipment is distributed with a network, a position request to be positioned is submitted to a server. Matching similar fingerprint vectors in a database, calculating a point with the closest signal intensity as the position of a point to be positioned, and transmitting the calculation result. The relationship between the wireless AP node and the location information is that the wireless AP node information respectively includes an AP number, an AP signal strength, and an AP name. The position information table mainly comprises physical position coordinates x and y of the reference point and a signal group signal intensity vector.
In one embodiment, the geographic information may be in the form of physical coordinates, textual addresses, and the like.
In one embodiment, the fingerprint positioning server 16 comprises: a location fingerprint database 161, a positioning module 162;
the location fingerprint database 161 stores wireless AP node information, which includes an AP number, an AP signal strength, and an AP name;
the location information includes physical location coordinates X, Y of the reference point, and a set of signal strength vectors;
the position fingerprint database 161 collects WIFI fingerprint data and stores the data according to a data format of position Description (Description), reference point coordinate x (referential x), reference point coordinate y (referential y), collected signal strength (RSSI), and device hardware address (BSSID);
the positioning module 162 receives the fingerprint information data, and transmits the fingerprint information data according to a fixed information format: APMAC address (BSSID), detected AP information strength (RSSI);
after receiving the positioning request, the positioning module 162 performs parsing according to a fixed information encapsulation format: traversing AP information around a point to be detected, instantiating a List set to store BSSID and RSSI and reading reference point AP information from a position fingerprint database, calculating K minimum distance values, and executing: s1 reading APMac address and signal intensity in buffer array in program, when MAC is not empty, storing these 2 values in APInfo array, and proceeding S1; s2, matching the position of the point to be located in the position fingerprint database, and obtaining a query result as a result set result; s3, calculating K nearest neighbor nodes of the to-be-positioned point, and calculating a weighted average value to obtain an estimated coordinate of the to-be-positioned point;
the fingerprint positioning server 16 returns the obtained positioning result to the management platform 13.
Specifically, after the equipment is distributed with a network, a position request to be positioned is submitted to a server. Matching similar fingerprint vectors in a database, calculating a point with the closest signal intensity as the position of a point to be positioned, and transmitting the calculation result. The relationship between the wireless AP node and the location information is that the wireless AP node information respectively includes an AP number, an AP signal strength, and an AP name. The position information table mainly comprises physical position coordinates x and y of the reference point and a signal group signal intensity vector.
In one embodiment, the performing, by the intelligent diagnosis system 11, fault diagnosis in real time according to the operation condition of the household appliance includes:
the intelligent diagnosis system 11 records the running state and data of the household appliance, and diagnoses whether the household appliance has a fault according to the running state and data of the household appliance.
In one embodiment, the at least one maintenance engineer terminal is used for uploading and acquiring all reference point fingerprint signals, processing fault order receiving and rendering positions.
In one embodiment, an API provided by a map server is applied, and the MapView is written into an interface layout by using a self-defined expanded MapView control contained in a tool kit, so that the display of the map function is completed.
In one embodiment, the management platform 13 comprises: a home appliance management module 131, a user management module 132, and a communication module 133;
the household appliance management module 131 is configured to manage the household appliances registered in the distribution network, and after the household appliances are bound to a user, send a location request to the fingerprint location server 16, and store location information of the household appliances returned by the fingerprint location server 16;
the user management module 132 is configured to manage the user terminal 15, and store the binding relationship between the user terminal 15 and the household appliance;
the communication module 133 is configured to implement data transmission of the management platform 13.
In one embodiment, the selecting the service engineer terminal by the fault handling system 12 includes:
determining the fault degree of the household appliance according to the fault information, and selecting the maintenance engineer terminal according to the fault degree of the household appliance;
or determining the fault type of the household appliance according to the fault information, and selecting the maintenance engineer terminal according to the fault type of the household appliance;
or, determining the service area of the household appliance according to the position information, and selecting the maintenance engineer terminal according to the service area of the household appliance. For example, the fault handling system is used for a service engineer APP in an area to which a service order is distributed through a service management platform.
In one embodiment, the timely provision of the maintenance service by the maintenance engineer corresponding to the target maintenance engineer terminal 14 includes:
the target maintenance engineer terminal 14 establishes communication with the user terminal 15, and according to the selection of the user terminal 15, an engineer video corresponding to the target maintenance engineer terminal 14 guides to eliminate the fault of the household appliance;
or, the target maintenance engineer terminal 14 establishes communication with the user terminal, and the target maintenance engineer terminal 14 sends a corresponding fault processing video tutorial according to the fault of the household appliance, and if the fault of the household appliance is eliminated through the fault processing video tutorial, the home maintenance is not performed, and if the fault of the household appliance is not eliminated through the fault processing video tutorial, the home maintenance is performed;
alternatively, the service engineer corresponding to the target service engineer terminal 14 directly visits the service.
According to the household appliance maintenance service system, the intelligent diagnosis system carries out fault diagnosis in real time according to the running condition of the household appliance, when the household appliance breaks down, the fault information, the user information and the geographic information of the household appliance stored by the management platform are obtained, the user information and the geographic information are transmitted to the fault processing system, the fault processing system selects a target maintenance engineer terminal from at least one maintenance engineer terminal, the fault information, the user information and the geographic information are sent to the target maintenance engineer terminal, and the maintenance engineer corresponding to the target maintenance engineer terminal provides maintenance service in time. Therefore, the failure is automatically detected and reported, and the maintenance service of the household appliance can be provided more timely.
Having described embodiments of the present invention, the foregoing description is intended to be exemplary, not exhaustive, and not limited to the embodiments disclosed. Many modifications and variations will be apparent to those of ordinary skill in the art without departing from the scope and spirit of the described embodiments. The terminology used herein is chosen in order to best explain the principles of the embodiments, the practical application, or improvements made to the technology in the marketplace, or to enable others of ordinary skill in the art to understand the embodiments disclosed herein.
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 claims.
Claims (10)
1. A home appliance maintenance service system, comprising: the system comprises an intelligent diagnosis system, a fault processing system, a management platform and a target maintenance engineer terminal;
the intelligent diagnosis system carries out fault diagnosis in real time according to the running condition of the household appliances, acquires fault information, user information and geographic information of the household appliances stored by a management platform when the household appliances break down, and transmits the fault information, the user information and the geographic information to a fault processing system;
the fault handling system selects the target maintenance engineer terminal from at least one maintenance engineer terminal, and sends the fault information, the user information and the geographic information to the target maintenance engineer terminal;
and the maintenance engineer corresponding to the target maintenance engineer terminal provides maintenance service in time.
2. The appliance servicing system of claim 1, wherein the system further comprises a user terminal;
the user terminal is bound with the household appliance, the user terminal determines the user information according to user input and sends the user information to the management platform, so that the management platform stores the user information.
3. The appliance servicing system of claim 1, wherein the system further comprises a fingerprint location server;
and the management platform acquires the geographic information through the fingerprint positioning server and stores the geographic information.
4. The home appliance maintenance service system according to claim 3, wherein the fingerprint positioning server searches a fingerprint vector of a to-be-positioned point of the management platform and a vector set of the position fingerprint database according to a specific matching algorithm after acquiring the fingerprint vector of the to-be-positioned point, estimates the geographic information of the smart device of the to-be-positioned point, and sends the geographic information to the management platform.
5. An appliance servicing system according to claim 3 or 4, wherein the fingerprint positioning server comprises: a position fingerprint database and a positioning module;
the position fingerprint database stores wireless AP node information, wherein the wireless AP node information comprises an AP number, AP signal strength and an AP name;
the location information includes physical location coordinates X, Y of the reference point, and a set of signal strength vectors;
the WIFI fingerprint data acquisition is carried out on the position fingerprint database, and the WIFI fingerprint data acquisition is stored according to the data formats of position Description (Description), reference point coordinate X (Refering X), reference point coordinate Y (Refering Y), acquired signal strength (RSSI) and equipment hardware address (BSSID);
the positioning module receives fingerprint information data and transmits the fingerprint information data according to a fixed information format: APMAC address (BSSID), detected AP information strength (RSSI);
after receiving the positioning request, the positioning module analyzes according to a fixed information packaging format: traversing AP information around a point to be detected, instantiating a List set to store BSSID and RSSI and reading reference point AP information from a position fingerprint database, calculating K minimum distance values, and executing: s1 reading APMac address and signal intensity in buffer array in program, when MAC is not empty, storing these 2 values in APInfo array, and proceeding S1; s2, matching the position of the point to be located in the position fingerprint database, and obtaining a query result as a result set result; s3, calculating K nearest neighbor nodes of the to-be-positioned point, and calculating a weighted average value to obtain an estimated coordinate of the to-be-positioned point;
and the fingerprint positioning server returns the obtained positioning result to the management platform.
6. The home appliance maintenance service system according to claim 1, wherein the intelligent diagnosis system performs fault diagnosis in real time according to the operation condition of the home appliance, and comprises:
the intelligent diagnosis system records the running state and data of the household appliance and diagnoses whether the household appliance has faults or not according to the running state and data of the household appliance.
7. The home appliance maintenance service system according to claim 1, wherein the at least one maintenance engineer terminal is configured to perform uploading and collecting functions of all reference point fingerprint signals, processing of a fault order, and rendering of a location.
8. The appliance servicing system of claim 2, wherein the management platform comprises: the household appliance management module, the user management module and the communication module;
the household appliance management module is used for managing the household appliances registered in the distribution network, sending a positioning request to the fingerprint positioning server after the household appliances are bound with the user, and storing the position information of the household appliances returned by the fingerprint positioning server;
the user management module is used for managing the user terminal and storing the binding relationship between the user terminal and the household appliance;
and the communication module is used for realizing the data transmission of the management platform.
9. The appliance repair service system of claim 1, wherein the fault handling system selecting the repair engineer terminal comprises:
determining the fault degree of the household appliance according to the fault information, and selecting the maintenance engineer terminal according to the fault degree of the household appliance;
or determining the fault type of the household appliance according to the fault information, and selecting the maintenance engineer terminal according to the fault type of the household appliance;
or, determining the service area of the household appliance according to the position information, and selecting the maintenance engineer terminal according to the service area of the household appliance.
10. The household appliance maintenance service system according to claim 2 or 9, wherein the timely provision of the maintenance service by the maintenance engineer corresponding to the target maintenance engineer terminal comprises:
the target maintenance engineer terminal establishes communication with the user terminal, and according to the selection of the user terminal, an engineer video corresponding to the target maintenance engineer terminal guides to eliminate the fault of the household appliance;
or the target maintenance engineer terminal establishes communication with the user terminal, and the target maintenance engineer terminal sends a corresponding fault processing video tutorial according to the faults of the household appliances, and if the faults of the household appliances are eliminated through the fault processing video tutorial, the home maintenance is not carried out, and if the faults of the household appliances are not eliminated through the fault processing video tutorial, the home maintenance is carried out;
or, the maintenance engineer corresponding to the target maintenance engineer terminal directly visits the door for service.
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| CN201911185707.3A CN110942160A (en) | 2019-11-27 | 2019-11-27 | Household appliance maintenance service system |
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| CN111398720A (en) * | 2020-04-13 | 2020-07-10 | 珠海格力电器股份有限公司 | Fault positioning method and household appliance |
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| CN112686406A (en) * | 2020-12-31 | 2021-04-20 | 树根互联技术有限公司 | Data processing method and device, server and storage medium |
| CN113596378A (en) * | 2021-07-13 | 2021-11-02 | 安庆市电匠院网络科技有限公司 | Remote one-key calling type household appliance maintenance service system |
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| CN113627756A (en) * | 2021-07-28 | 2021-11-09 | 江苏苏宁物流有限公司 | Maintenance appointment method and device for intelligent household equipment, storage medium and equipment |
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