CN111310949A - Method for feeding back user experience by intelligent hardware product, feedback device and service platform - Google Patents
Method for feeding back user experience by intelligent hardware product, feedback device and service platform Download PDFInfo
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Abstract
The invention relates to the technical field of intelligent hardware, and discloses a method for feeding back user experience by an intelligent hardware product, a feedback device and a service platform. The system has the advantages that active feedback from objects to people is realized, the user experience is improved, the technical service quality of products is improved by means of artificial intelligence and a big data analysis tool, the time for solving problems by technical personnel is shortened, and accurate and efficient product technical service is provided for users.
Description
Technical Field
The invention relates to the technical field of intelligent hardware, in particular to a method for feeding back user experience by an intelligent hardware product, a feedback device and a service platform.
Background
In recent years, more and more intelligent hardware products are moving into people's lives and families, and various kitchen appliances, living room appliances, various small-sized appliances used in offices and meeting places, and the like increasingly use intelligent hardware manufacturing technology.
However, compared with the explosion in the field of intelligent hardware technology, the technical service matched with the intelligent hardware technology is not developed effectively. High quality technical talents are generally reluctant to engage in technical services; general product sales and after-sales personnel lack the necessary expertise.
For the user, if the technical problem of the product is met, the typical choice is to dial the technical service telephone of the manufacturer or 400 telephones. Thus, the user needs to pay time and cost to clearly explain product information and product problems to the factory, and also needs to wait for the telephone operator to transfer the information to the technical personnel who can solve the problems.
At present, a device and a platform are lacked, which enable a user to initiate/complete interaction operations from objects to people without describing product information or intelligently and auxiliarily describing the product information. The object-human interaction can improve the technical service quality of factory products and reduce the technical barriers for product feedback of users. In a pictographic, ideal object-human interaction device and platform should enable some kindergarten children to complete correct operations such as product problem description and fault repair.
Disclosure of Invention
The invention aims to provide a method for feeding back user experience by an intelligent hardware product, a feedback device and a service platform, which can realize active feedback from object to person, improve the technical service quality of the product by means of artificial intelligence and a big data analysis tool, shorten the time for solving problems by technical personnel and provide accurate and efficient product technical service for users.
The invention is realized in this way, a method for the intelligent hardware product to feed back the user experience is as follows: the user triggers a feedback device arranged on the intelligent hardware product to initiate a request event to the service platform, meanwhile, the intelligent hardware product automatically reports the product identity information and the user information to the service platform through the feedback device, and the service platform gives user processing feedback according to the content of the user request event.
Further, the request event is divided into a praise event and an after-sale event, the after-sale event comprises suggestions and complaints of the user on the intelligent hardware product, and the user explains technical problems existing in the product.
Further, the method also comprises the step that after the service platform receives the after-sales events, the communication between the user and the customer service staff is established, the communication mode can be one of voice, character chatting and video, the communication language can be Chinese or foreign language, and the communication content is completely stored in the service platform.
Further, the method further comprises: and if the after-sale event of the user is judged to have technical problems in the product, the service platform uploads the product identity information and the user information to the background of the intelligent hardware product manufacturing enterprise, the product identity information and the user information are matched with corresponding technical personnel for processing, processing progress is pushed to the user, and the technical personnel information and the technical personnel solution are stored in the service platform.
Further, the method further comprises: and if the after-sale event of the user is judged to be a proposal or a complaint, the service platform analyzes and clusters according to semantic recognition and big data processing on the basis of collecting enough complaint data and proposal data, and combs out the public demand of the user group.
Further, the method further comprises the steps that the service platform pushes the public requirements to a product manager or other authorized technical personnel and management personnel of the intelligent hardware product manufacturing enterprise, a new research and development project is established after the intelligent hardware product manufacturing enterprise management system approves the new research and development project, and project progress information is pushed to related personnel timely according to the authority.
Furthermore, the method also comprises the steps that the intelligent hardware product enterprise continuously contacts and communicates with users and technicians through the service platform, and a new product is finally formed under the condition of adding financial systems of the intelligent hardware product manufacturing enterprise.
Furthermore, the method also comprises the steps that the service platform prioritizes the users, establishes communication between the users with high priority and customer service personnel, and pushes the waiting time or the service reservation suggestion to the users with low priority.
Further, the method also comprises the step that the service platform stores all information of the interaction between the user and the service platform, and shows praise and suggested data information to the consumer.
A feedback device is arranged on an intelligent hardware product and used for initiating a user request event and sending identity information and user information of the intelligent hardware product.
The service platform is built on a cloud end or a server of an intelligent hardware product manufacturing enterprise, and is used for receiving a user request event, intelligent hardware product identity information and user information and giving a user processing feedback according to the content of the user request event.
Further, the request event is divided into a praise event and an after-sale event, the after-sale event comprises suggestions and complaints of the user on the intelligent hardware product, and the user explains technical problems existing in the product.
Furthermore, the service platform is further used for establishing communication between the user and the customer service personnel after receiving the after-sales event, the communication mode can be one of voice, character chat and video, the communication language can be Chinese or foreign language, and all the communication contents are stored in the service platform.
Further, the service platform is further used for sending the product identity information and the user information to a background of an intelligent hardware product manufacturing enterprise, matching corresponding technical personnel for processing and pushing processing progress to the user if the after-sale event of the user is judged to have technical problems in the product, wherein the technical personnel information and the solutions of the technical personnel are stored in the service platform.
Further, the service platform is further used for combing out the public requirements of the user group according to semantic recognition and big data processing analysis clustering on the basis of collecting enough complaint data and suggestion data if the after-sale events of the users are judged as suggestions or complaints.
Further, the service platform is used for pushing the public demand to a product manager or other authorized technical personnel and management personnel of the intelligent hardware product manufacturing enterprise, establishing a new research and development project after the intelligent hardware product manufacturing enterprise management system approves, and pushing project progress information to related personnel at proper time according to the authority.
Furthermore, the service platform is used for continuously contacting and communicating the intelligent hardware product enterprise with users and technicians, and finally forming a new product under the condition of adding and holding the financial system of the intelligent hardware product manufacturing enterprise.
Furthermore, the service platform is also used for prioritizing the users, establishing communication between the users with high priority and customer service staff, and pushing a waiting time or reservation service suggestion to the users with low priority.
Further, the service platform is also used for storing all information of the user interacting with the service platform and displaying praise and suggested data information to the consumer.
Has the advantages that:
one-key trigger of approval or dissatisfaction, suggestion, technical problems of products and the like can be realized through the feedback device, the unique identity information of the intelligent hardware product and the user information, such as the contact information of the user, the voice data and the text data of the user and the like, are automatically pushed through the object-human interaction, compared with the method of directly dialing a technical service telephone or a 400 telephone of a manufacturer, a user does not need to answer the problems related to product details about the product name, model number, serial number, whether the purchase time is in the warranty period and the like to an operator, and the information provided once such as the name, the contact telephone, the product mailing address and the like does not need to be provided repeatedly, so that the repeated response which is annoying is avoided, the communication cost is saved, and the user can obtain the time of the service platform for expecting to solve the problems or obtain the appointment service suggestion according to the artificial intelligence calculation, so that the user experience is improved.
For customer service personnel of the service platform, the work becomes more efficient, not only can all technical information and all past interaction information with the platform and user information about products fed back by the user pushed by the platform be seen, but also technical personnel information and technical schemes for solving problems recommended by the platform can be seen; this allows core questions to be communicated to the user more efficiently, thereby making their work more valuable.
For technicians who maintain or repair products, descriptions of the problems and suggestions for solving the problems can be received more accurately, so that the most reasonable solution can be made at the fastest speed.
For product managers and managers, the product managers and managers receive the preliminarily combed public demand feedback from a specific user group on an irregular basis, the public demand is realized based on service platform semantic recognition, big data analysis and statistics, and after evaluation and approval of a product management layer, a new research and development project can be established, so that an innovative information platform for multiple users to participate in research and development is formed; under the addition of an enterprise financial system, a new product which is researched and developed by multiple users can be developed, a new research and development project is completed on the innovative information platform and benefits are formed, and then object-person, person-object and person-property interaction in which the users participate deeply is realized.
Drawings
Fig. 1 is a schematic diagram of a feedback device, a service platform, and an intelligent terminal provided in an embodiment of the present invention;
FIG. 2 is a schematic diagram of a feedback device provided by an embodiment of the present invention;
fig. 3 is a schematic diagram of a method for feeding back user experience by an intelligent hardware product according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
Referring to fig. 1, the present invention provides a method for an intelligent hardware product to feed back user experience, where the method triggers a feedback device 200 arranged on an intelligent hardware product 102 for a user to initiate a request event to a service platform 101, and simultaneously the intelligent hardware product 102 automatically reports product identity information and user information to the service platform 101 through the feedback device 200, and the service platform 101 gives a user processing feedback for the content of the user request event.
Referring to fig. 1 and 2, the present invention further provides a feedback device 200 for initiating a user request event and sending the identity information and the user information of the intelligent hardware product 102. As shown in fig. 2(a), the feedback device 200 may include a smart key 201 or a two-dimensional code 202, or as shown in fig. 2(b), a combination of the smart key 201 and the two-dimensional code 202, and the user initiates the request event by pressing the smart key 201 or scanning the two-dimensional code 202. Of course, the request event initiated by scanning the two-dimensional code 202 requires the user to match the smart terminal device 103, such as a smart phone.
Referring to fig. 2, the feedback apparatus 200 may further include a circuit board 203 embedded in the smart hardware product 102, and when a user initiates a request event, the circuit board 203 transmits product identity information and user information to the service platform 101.
Referring to fig. 1 and 2 below, the product identity information should be unique and clear, and a key lock, such as an ID of the product, is added, so that the service platform 101 can complete its subsequent processing feedback based on the identity information.
The user information may include, but is not limited to, identity information of the user, a contact information of the user, a text message of the user, and voice data.
The request events are divided into a praise event and an after-sale event, wherein the after-sale event comprises suggestions and complaints of the intelligent hardware product 102 by the user, and the user explains the technical problems of the product.
The method further comprises the steps that the service platform 101 prioritizes the users, communication is established between the users with high priority and customer service staff, and waiting time or service reservation suggestions are pushed to the users with low priority.
The user triggers the feedback device 200 to send a request event, the feedback device 200 is automatically connected to the service platform 101, and the service platform can push the currently-arranged waiting time or a reservation processing suggestion, wherein the reservation processing suggestion specifically can be a time period which is calculated by the service platform 101 and can be used for reservation processing. The service platform 101, like the waiting time or the reservation handling suggestion pushed by the user, usually needs a user-owned smart terminal 103 to improve the user experience, such as a smart audio or a smart phone.
The method further comprises the step that after the service platform 101 receives the after-sales events, communication between the user and customer service personnel is established, the communication mode can be one of voice, character chatting and video, the communication language can be Chinese or foreign language, the Chinese can be Mandarin or dialect, and all communication contents are stored in the service platform 101. The service platform 101 has a real-time language translation function, and this auxiliary communication function is particularly important when the user communicates with the customer service staff using different human languages.
The method further comprises the following steps: if the after-sale event of the user is judged to have a technical problem in the product, the service platform 101 sends the product identity information and the user information to the background of the intelligent hardware product manufacturing enterprise, matches the corresponding technical personnel for processing, and pushes processing progress to the user, wherein the technical personnel information and the technical personnel solution are stored in the service platform 101.
The method further comprises the following steps: if the after-sale event of the user is judged to be a proposal or a complaint, the complaint can be a complaint and dissatisfaction of the user on the product, and the service platform 101 analyzes and clusters according to semantic recognition and big data processing on the basis of collecting a sufficient amount of complaint data and proposal data to comb out the public demand of the user group.
The method further comprises the following steps: the service platform 101 pushes the public requirement to a product manager or other authorized technical personnel and managers of the intelligent hardware product manufacturing enterprise, the product manager, the technical personnel or the managers perform more objective analysis and judgment on the public requirement, a new research and development project is established after the management system of the intelligent hardware product manufacturing enterprise approves, and project progress information is pushed to related personnel in due time according to the authority.
The research and development project is held by a financial system of an intelligent hardware product manufacturing enterprise, and is communicated with technical staff, users and the like in real time through the service platform 101 to know demand, feedback progress, insufficient understanding, continuous improvement and the like, so that the research and development project gradually progresses and finally becomes a new product.
The method further comprises the service platform 101 storing all information of the user interacting with the service platform 101 and showing praise and suggested data information to the consumer.
The service platform 101 provided by the invention is built on a cloud or a server of an intelligent hardware product manufacturing enterprise, and is used for receiving a user request event, identity information and user information of the intelligent hardware product 102 and giving user processing feedback according to the content of the user request event.
The service platform 101 is further configured to establish communication between the user and the customer service staff after receiving the after-sales event, the communication mode may be one of voice, text chat and video, the communication language may be a chinese language or a foreign language, the chinese language may be mandarin or dialect, and all the communication contents are stored in the service platform.
The service platform 101 is further configured to, if the after-sale event of the user is determined that the product has a technical problem, send the product identity information and the user information to the background of the intelligent hardware product manufacturing enterprise, match corresponding technician processing, and push processing progress to the user, where the technician information and a solution of the technician are stored in the service platform 101.
The service platform 101 is further configured to, if the after-sales event of the user is determined as a proposal or a complaint, the service platform 101, on the basis of collecting a sufficient amount of complaint data and proposal data, analyze and cluster according to semantic recognition and big data processing, and comb out a common requirement of the user group.
The service platform 101 is further configured to push the public requirement to a product manager or other authorized technical staff and management staff of the intelligent hardware product manufacturing enterprise, establish a new research and development project after approval of the management system of the intelligent hardware product manufacturing enterprise, and push project progress information to related staff in due time according to the authority.
The service platform 101 is also used for the continuous contact and communication between the intelligent hardware product enterprise and users and technicians, and a new product is finally formed under the hold of the enterprise financial system.
The service platform 101 is further configured to prioritize users, establish communication between a user with a high priority and a customer service staff, and push a waiting time or a service reservation suggestion to a user with a low priority.
The service platform 101 is also used for storing all information of the user interacting with the service platform 101 and displaying praise and suggested data information to the consumer.
Example one
Referring to fig. 1-3, the present embodiment is illustrated in a scenario where the user U01 presses the feedback device 200 for a long time (the feedback device 200 has one smart button 201) for three seconds, and the after-sales event is accessed.
First, the feedback device 200 recognizes that the user U01 pressed the feedback device 200 and started a timing inquiry. If the user U01 press time is less than three seconds, the feedback device 200 generates a user approval event; if the user U01 presses for a time greater than or equal to three seconds, the feedback device 200 generates an after-market event. The user U01 of the present embodiment presses the feedback device 200 for more than three seconds, generating an after-market event.
All the request events generated by the feedback device 200 sequentially enter the receiving buffer of the service platform 101 through the sending device of the connection signal. The sending device of the connection signal is usually in the form of a circuit board 203, and as accessory hardware of the feedback device 200, communication is usually accomplished by using Wifi or bluetooth.
The request event generated by the feedback device 200 includes product unique identity information (e.g. 9-byte ID), user information (user identity information, user contact information, user text message or voice data), and the like. A valid request event is generated as long as the data sent by the feedback device 200 includes the product unique identity information.
Then, after receiving the after-sales event of the current user U01, the service platform 101 processes the requests in sequence according to the time sequence. The priority of the user U01 is not considered in this embodiment. After user U01 issues a valid after-market event, the service platform 101 will always keep in active communication until user U01 actively turns it off.
Generally, a smart speaker, or a smart phone or other smart terminal 103 is also needed to enhance the user experience, such as displaying the current communication status, playing the voice, text or even digital charts from the service platform 101.
If the service platform 101 determines that the current user U01 is not the only user currently making a valid request, or that the user U01 is preceded by another user U01 in the time sequence, the service platform 101 enters a waiting mode and pushes the user U01 with the highest possible waiting time through the intelligent terminal 103.
At the end of the previous user U01 service, the service platform 101 will automatically turn on the current user U01 to the servicer U02. The service platform 101 interface displays the number information (or service star level) of the customer service personnel or other customer service personnel U02 that the user U01 has been connected, and pushes the number information to the user U01 through the intelligent terminal 103. The customer service personnel U02 interface displays the product information, user identity information (if right), user contact information (if right), text messages, voice data (optional) or pre-processing records (optional) of the user U01 and the like.
The customer service personnel U02 can communicate with the current user U01 through the service platform 101 by voice (or video or text selected by the user U01) and listen to the appeal of the user U01.
The service platform 101 automatically stores all data such as communication data between the user U01 and the service platform 101 and communication content between the user U01 and the customer service personnel U02 as the basis of big data analysis.
According to the communication result, a maintenance requirement is generated, and the service platform 101 coordinates and matches a proper technician U04 to perform a corresponding maintenance process, and meanwhile pushes the process progress to the user U01. If a request for return is generated as a result of the communication, the service platform 101 coordinates the matching of the appropriate technician U04 to perform a corresponding return verification process, and pushes the progress of the process to the user U01. The processing progress comprises the current position of the product, the starting and stopping positions of the current logistics, fault checking conditions, maintenance progress conditions, simple introduction of maintenance technicians and the like.
According to the communication result, the demand of product improvement is generated, and fuzzy clustering analysis processing and classification accumulation are automatically carried out.
According to the communication result, the improved demands of the generated products reach a certain quantity, or the automatic classification accumulation reaches a certain quantity, and the service platform 101 puts forward a public demand 301; and presented to the product manager U03.
The product manager U03 needs to make more objective analysis and judgment on the public requirements 301 of the service platform 101, and becomes a research and development project 302 under the approval of the management system S01; under the hold of the financial system S02, the research and development project 302 is in real-time communication with the technicians U04 and the users U01 through the service platform 101 to understand the needs, feedback progress, learning deficiency, and continuously improve, so that the research and development project 302 gradually progresses and finally becomes a new product.
Example two
Referring to fig. 1-3, in particular, considering that the waiting of the user U01 is costly, the service platform 101 will automatically push the subscription service advice to the user U01 when determining that the user U01 is in the waiting state, and if the advice is accepted by the user U01, the advice will become an agreement with priority and the service time thereof will be guaranteed.
For example, 9:09 am, the service platform 101 receives an after-market event that occurred when the user U01 pressed the feedback device 200 for more than three seconds. Since there are 10 requests, each estimated by the most assured time, the service platform 101 will recommend the appointment for 3 time slots, 13:30 am, 15:25 pm, 20:10 pm, etc. to be selected by the user U01, and if the user U01 selects one of them and confirms, the appointment is true.
Further, the service platform 101 provides an input appointment time frame to the user when the user U01 is determined to be in the waiting state, and at this time, the user U01 needs to wait for the approval of the appointment service of the service platform 101. Typically, these applications are batched in seconds, since all that the service platform 101 needs to determine is whether the time window proposed by the user is free and conflicts with the requests of other users U01. These recommendations hold if accepted by user U01.
These subscription services will become a priority contract and their service time will be guaranteed.
EXAMPLE III
An important feature of the present invention is that it is a simple and easy-to-use object-human interaction innovation platform. In a pictographic, ideal thing-human interaction feedback device and service platform should enable some kindergarten children to complete correct operations such as product problem description and fault repair.
Referring to fig. 1-3, in this embodiment, the circuit board 203 portion of the feedback device should have a miniature microphone as the voice input. The user U01 presses the feedback device 200 for a long time while speaking a voice message, which is somewhat like one operating in an intercom call. The service platform 101 detects that the voice content is less than 3 seconds long and is considered to be a valid praise event. The service platform 101 detects that the voice content length exceeds 3 seconds and is considered a valid after-market event.
After receiving the effective service request, the service platform 101 performs semantic recognition, then arranges the customer service personnel U02 to contact and communicate with the user U01, and pushes the progress information of the user U01 in the whole process.
If the complaint is about the product, the complaint needs to be carefully listened and understood by customer service personnel U02 and manually summarized to a product manager U03; the service platform 101 may also aggregate the relevant complaint information to the product manager U03.
In case of maintenance or return, the service platform 101 also matches the appropriate technician U04 to process, and gives the relevant advice to the technician U04, and the processing situation is pushed to the user U01 in real time.
If the product is suggested, the service platform 101 stores the product and automatically enters fuzzy clustering analysis processing and category accumulation.
The above description is only for the purpose of illustrating the preferred embodiments of the present invention and is not to be construed as limiting the invention, and any modifications, equivalents and improvements made within the spirit and principle of the present invention are intended to be included within the scope of the present invention.
Claims (19)
1. A method for feeding back user experience by an intelligent hardware product is characterized by comprising the following steps: the method is characterized in that a user triggers a feedback device arranged on an intelligent hardware product to initiate a request event to a service platform, meanwhile, the intelligent hardware product automatically reports the product identity information and user information to the service platform through the feedback device, and the service platform gives user processing feedback according to the content of the user request event.
2. The method for intelligent hardware product feedback user experience of claim 1, wherein: the request events are divided into praise events and after-sale events, the after-sale events comprise suggestions and complaints of users on the intelligent hardware products, and the users explain technical problems of the products.
3. The method for intelligent hardware product feedback user experience of claim 2, wherein: the method further comprises the step that after the service platform receives the after-sales events, the communication between the user and the customer service personnel is established, the communication mode can be one of voice, character chatting and video, the communication language can be Chinese or foreign language, and all communication contents are stored in the service platform.
4. The method of intelligent hardware product feedback user experience of claim 3, further comprising: and if the after-sale event of the user is judged to have technical problems in the product, the service platform uploads the product identity information and the user information to the background of the intelligent hardware product manufacturing enterprise, the product identity information and the user information are matched with corresponding technical personnel for processing, processing progress is pushed to the user, and the technical personnel information and the technical personnel solution are stored in the service platform.
5. The method of intelligent hardware product feedback user experience of claim 3, further comprising: and if the after-sale event of the user is judged to be a proposal or a complaint, the service platform analyzes and clusters according to semantic recognition and big data processing on the basis of collecting enough complaint data and proposal data, and combs out the public demand of the user group.
6. The method for intelligent hardware product feedback user experience of claim 5, wherein: the method further comprises the steps that the service platform pushes the public requirements to a product manager or other authorized technical personnel and management personnel of the intelligent hardware product manufacturing enterprise, a new research and development project is established after the intelligent hardware product manufacturing enterprise management system approves the new research and development project, and project progress information is pushed to relevant personnel timely according to the authority.
7. The method for intelligent hardware product feedback user experience of claim 6, wherein: the method also comprises the steps that the intelligent hardware product enterprise continuously contacts and communicates with users and technicians through the service platform, and a new product is finally formed under the condition of the financial system of the intelligent hardware product manufacturing enterprise.
8. The method for intelligent hardware product feedback user experience of claim 3, wherein: the method further comprises the steps that the service platform prioritizes the users, communication is established between the users with high priority and customer service staff, and waiting time or service reservation suggestions are pushed to the users with low priority.
9. The method for intelligent hardware product feedback user experience of claim 2, wherein: the method further comprises the step that the service platform stores all information of the interaction between the user and the service platform, and shows praise and suggested data information to the consumer.
10. A feedback device, characterized by: the feedback device is installed on the intelligent hardware product and used for initiating a user request event and sending the identity information and the user information of the intelligent hardware product.
11. A service platform, characterized by: the service platform is built on a cloud end or a server of an intelligent hardware product manufacturing enterprise and used for receiving a user request event, identity information and user information of the intelligent hardware product and giving user processing feedback according to the content of the user request event.
12. The service platform of claim 11, wherein: the request events are divided into praise events and after-sale events, the after-sale events comprise suggestions and complaints of users on the intelligent hardware products, and the users explain technical problems of the products.
13. The service platform of claim 12, wherein: the service platform is also used for establishing communication between the user and the customer service personnel after receiving the after-sales events, the communication mode can be one of voice, character chat and video, the communication language can be Chinese or foreign language, and the communication content is completely stored in the service platform.
14. The service platform of claim 12, wherein: the service platform is further used for sending the product identity information and the user information to a background of an intelligent hardware product manufacturing enterprise, matching corresponding technical personnel for processing and pushing processing progress to the user if the after-sale event of the user is judged to have technical problems of the product, wherein the technical personnel information and the solutions of the technical personnel are stored in the service platform.
15. The service platform of claim 14, wherein: and the service platform is also used for analyzing and clustering according to semantic recognition and big data processing on the basis of collecting enough complaint data and proposal data if the after-sale event of the user is judged as proposal or complaint, and combing the public demand of the user group.
16. The service platform of claim 15, wherein: the service platform is further used for pushing the public requirements to a product manager or other authorized technical personnel and management personnel of the intelligent hardware product manufacturing enterprise, establishing a new research and development project after the intelligent hardware product manufacturing enterprise management system approves the new research and development project, and pushing project progress information to related personnel timely according to the authority.
17. The service platform of claim 16, wherein: the service platform is also used for the continuous contact and communication between the intelligent hardware product enterprise and users and technicians, and finally forms a new product under the hold of the financial system of the intelligent hardware product manufacturing enterprise.
18. The service platform of claim 13, wherein: the service platform is also used for prioritizing the users, establishing communication between the users with high priority and customer service personnel, and pushing a waiting time or service reservation suggestion to the users with low priority.
19. The service platform of claim 12, wherein: the service platform is also used for storing all information of the interaction between the user and the service platform and displaying praise and suggested data information to the consumer.
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