CN111415016A - Household appliance fault processing method, terminal, server and readable storage medium - Google Patents
Household appliance fault processing method, terminal, server and readable storage medium Download PDFInfo
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Abstract
The invention discloses a fault processing method of a household appliance, which comprises the following steps: when a fault query request of a household appliance sent by a terminal is received, a fault code is obtained according to the fault query request; and determining a maintenance list corresponding to the household appliance according to the fault code, and sending the maintenance list to the terminal, wherein the maintenance list comprises one or more target maintenance schemes, and the target maintenance schemes comprise external expression information of the household appliance fault and maintenance modes corresponding to the external expression information. The invention also discloses a terminal, a server and a readable storage medium. The maintenance time of the household appliance is short.
Description
Technical Field
The invention relates to the technical field of household appliance faults, in particular to a household appliance fault processing method, a terminal, a server and a readable storage medium.
Background
With the improvement of living standard of people, household appliances are more and more.
At present, when a household appliance fails, failure prompt information can be displayed on a display screen. If the user needs to maintain by oneself, need to maintain according to the trouble service manual of household electrical appliances. However, the user is not a professional home appliance maintenance person, so that the user needs to spend a lot of time on the failure processing of the home appliance, resulting in a long time for the failure maintenance of the home appliance.
Disclosure of Invention
The invention mainly aims to provide a household appliance fault processing method, a terminal, a server and a readable storage medium, and aims to solve the problem that the household appliance has long fault maintenance time.
In order to achieve the above object, the present invention provides a method for processing a failure of a home appliance, comprising the steps of:
when a fault query request of a household appliance sent by a terminal is received, a fault code is obtained according to the fault query request;
and determining a maintenance list corresponding to the household appliance according to the fault code, and sending the maintenance list to the terminal, wherein the maintenance list comprises one or more target maintenance schemes, and the target maintenance schemes comprise external expression information of the household appliance fault and maintenance modes corresponding to the external expression information.
In an embodiment, the step of determining a maintenance list corresponding to the household appliance according to the fault code includes:
acquiring reference information corresponding to the household appliance, wherein the reference information comprises at least one of production and manufacturing information, sales information, installation information, operation information, environmental parameter information, position information and historical maintenance information of the household appliance;
determining a target maintenance scheme according to the reference information and the fault code;
and generating a maintenance list corresponding to the household appliance according to the target maintenance scheme.
In an embodiment, the step of determining a maintenance list corresponding to the household appliance according to the fault code includes:
acquiring a maintenance scheme to be determined corresponding to the fault code, and determining the type of the terminal;
when the terminal is a user terminal, determining a target maintenance scheme corresponding to the user terminal in each maintenance scheme to be determined;
and generating a maintenance list corresponding to the household appliance according to the target maintenance scheme.
In an embodiment, the step of determining a maintenance list corresponding to the household appliance according to the fault code includes:
determining each target maintenance scheme according to the fault codes;
acquiring probability corresponding to each target maintenance scheme;
and sequencing all the target maintenance schemes according to the probability to obtain a maintenance list corresponding to the household appliance.
In an embodiment, after the step of sending the maintenance list to the terminal, the method further includes:
receiving a maintenance record sent by the terminal;
determining a maintenance scheme for maintaining the household appliance fault according to the maintenance record;
and updating the probability corresponding to the maintenance scheme for maintaining the household appliance fault.
In an embodiment, the step of determining a maintenance list corresponding to the household appliance according to the fault code includes:
analyzing the fault query request, and acquiring external expression information of the household appliance in fault from the analyzed fault query request;
determining each maintenance scheme to be determined corresponding to the fault code, and determining a target maintenance scheme in each maintenance scheme to be determined according to the external expression information;
and generating a maintenance list corresponding to the household appliance according to the target maintenance scheme.
In an embodiment, after the step of sending the maintenance list to the terminal, the method further includes:
when a maintenance request sent by the terminal is received, determining a maintenance terminal, wherein the maintenance request comprises the position of the household appliance and a fault code;
and sending the maintenance request to the maintenance terminal.
In order to achieve the above object, the present invention further provides a method for processing a failure of a home appliance, including the steps of:
when the triggering operation of the fault inquiry of the household appliance is detected, sending a fault inquiry request of the household appliance to a server, wherein the server acquires a fault code according to the fault inquiry request, determines a maintenance list corresponding to the household appliance according to the fault code, and feeds the maintenance list back to the terminal, the maintenance list comprises one or more target maintenance schemes, and the target maintenance schemes comprise external representation information of the fault of the household appliance and maintenance modes corresponding to the external representation information;
and receiving the maintenance list fed back by the server.
In order to achieve the above object, the present invention further provides a server, where the server includes a memory, a processor, and a fault handling program stored in the memory and operable on the processor, and the fault handling program, when executed by the processor, implements the steps of the fault handling method for the home appliance as described above.
In order to achieve the above object, the present invention further provides a terminal, including a memory, a processor, and a fault handling program stored in the memory and operable on the processor, wherein the fault handling program, when executed by the processor, implements the following steps:
when the triggering operation of the fault inquiry of the household appliance is detected, sending a fault inquiry request of the household appliance to a server, wherein the server acquires a fault code according to the fault inquiry request, determines a maintenance list corresponding to the household appliance according to the fault code, and feeds the maintenance list back to the terminal, the maintenance list comprises one or more target maintenance schemes, and the target maintenance schemes comprise external representation information of the fault of the household appliance and maintenance modes corresponding to the external representation information;
and receiving the maintenance list fed back by the server.
To achieve the above object, the present invention also provides a readable storage medium storing a fault handling program, which when executed by a processor, implements the steps of the fault handling method of the household appliance as described above.
According to the fault processing method, the terminal, the server and the readable storage medium of the household appliance, when the server receives a fault query request of the household appliance sent by the terminal, the server obtains a fault code according to the fault query request, determines a maintenance list corresponding to the household appliance according to the fault code, and finally sends the maintenance list to the terminal, wherein the maintenance list contains one or more maintenance schemes, and the maintenance schemes comprise external representation information of the household appliance fault and maintenance modes corresponding to the external representation information. Because the maintenance schemes in the maintenance list comprise the external expression information of the household appliance faults, a user can quickly determine the corresponding maintenance schemes in the maintenance list according to the external expression information, so that the household appliances are quickly repaired, and the maintenance time of the household appliances is short.
Drawings
Fig. 1 is a schematic diagram of a hardware architecture of a terminal/server according to an embodiment of the present invention;
fig. 2 is a schematic flow chart illustrating a fault handling method of a home appliance according to a first embodiment of the present invention;
fig. 3 is a detailed flowchart of step 200 in a second embodiment of a method for processing a failure of a home appliance according to the present invention;
fig. 4 is a detailed flowchart of step S200 in the third embodiment of the method for processing a failure of a home appliance according to the present invention;
fig. 5 is a detailed flowchart of step S200 in the fourth embodiment of the method for processing a failure of a home appliance according to the present invention;
fig. 6 is a detailed flowchart of step S200 in the fifth embodiment of the method for processing a failure of a home appliance according to the present invention;
fig. 7 is a flowchart illustrating a method for handling a failure of a home appliance according to a sixth embodiment of the present invention.
The implementation, functional features and advantages of the objects of the present invention will be further explained with reference to the accompanying drawings.
Detailed Description
It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
The main solution of the embodiment of the invention is as follows: when a fault query request of a household appliance sent by a terminal is received, a fault code is obtained according to the fault query request; and determining a maintenance list corresponding to the household appliance according to the fault code, and sending the maintenance list to the terminal, wherein the maintenance list comprises one or more target maintenance schemes, and the target maintenance schemes comprise external expression information of the household appliance fault and maintenance modes corresponding to the external expression information.
Because the maintenance schemes in the maintenance list comprise the external expression information of the household appliance faults, a user can quickly determine the corresponding maintenance schemes in the maintenance list according to the external expression information, so that the household appliances are quickly repaired, and the maintenance time of the household appliances is short.
As an implementation, the server/appliance may be as shown in fig. 1.
The embodiment of the invention relates to a server and a terminal, wherein the terminal can be a mobile phone, a computer or a control terminal of household appliances, and the control terminal of the household appliances can be a wire controller. The terminal and the server include: a processor 101, e.g. a CPU, a memory 102, a communication bus 103. Wherein a communication bus 103 is used for enabling the connection communication between these components.
The memory 102 may be a high-speed RAM memory or a non-volatile memory (e.g., a disk memory). As shown in fig. 1, a failure processing program may be included in the memory 103 as a kind of computer storage medium; and the processor 101 may be configured to call a fault handler stored in the memory 102 and perform the following operations:
when a fault query request of a household appliance sent by a terminal is received, a fault code is obtained according to the fault query request;
and determining a maintenance list corresponding to the household appliance according to the fault code, and sending the maintenance list to the terminal, wherein the maintenance list comprises one or more target maintenance schemes, and the target maintenance schemes comprise external expression information of the household appliance fault and maintenance modes corresponding to the external expression information.
In one embodiment, the processor 101 may be configured to call a fault handler stored in the memory 102 and perform the following operations:
acquiring reference information corresponding to the household appliance, wherein the reference information comprises at least one of production and manufacturing information, sales information, installation information, operation information, environmental parameter information, position information and historical maintenance information of the household appliance;
determining a target maintenance scheme according to the reference information and the fault code;
and generating a maintenance list corresponding to the household appliance according to the target maintenance scheme.
In one embodiment, the processor 101 may be configured to call a fault handler stored in the memory 102 and perform the following operations:
acquiring a maintenance scheme to be determined corresponding to the fault code, and determining the type of the terminal;
when the terminal is a user terminal, determining a target maintenance scheme corresponding to the user terminal in each maintenance scheme to be determined;
and generating a maintenance list corresponding to the household appliance according to the target maintenance scheme.
In one embodiment, the processor 101 may be configured to call a fault handler stored in the memory 102 and perform the following operations:
determining each target maintenance scheme according to the fault codes;
acquiring probability corresponding to each target maintenance scheme;
and sequencing all the target maintenance schemes according to the probability to obtain a maintenance list corresponding to the household appliance.
In one embodiment, the processor 101 may be configured to call a fault handler stored in the memory 102 and perform the following operations:
receiving a maintenance record sent by the terminal;
determining a maintenance scheme for maintaining the household appliance fault according to the maintenance record;
and updating the probability corresponding to the maintenance scheme for maintaining the household appliance fault.
In one embodiment, the processor 101 may be configured to call a fault handler stored in the memory 102 and perform the following operations:
analyzing the fault query request, and acquiring external expression information of the household appliance in fault from the analyzed fault query request;
determining each maintenance scheme to be determined corresponding to the fault code, and determining a target maintenance scheme in each maintenance scheme to be determined according to the external expression information;
and generating a maintenance list corresponding to the household appliance according to the target maintenance scheme.
In one embodiment, the processor 101 may be configured to call a fault handler stored in the memory 102 and perform the following operations:
when a maintenance request sent by the terminal is received, determining a maintenance terminal, wherein the maintenance request comprises the position of the household appliance and a fault code;
and sending the maintenance request to the maintenance terminal.
In one embodiment, the processor 101 may be configured to call a fault handler stored in the memory 102 and perform the following operations:
when the triggering operation of the fault inquiry of the household appliance is detected, sending a fault inquiry request of the household appliance to a server, wherein the server acquires a fault code according to the fault inquiry request, determines a maintenance list corresponding to the household appliance according to the fault code, and feeds the maintenance list back to the terminal, the maintenance list comprises one or more target maintenance schemes, and the target maintenance schemes comprise external representation information of the fault of the household appliance and maintenance modes corresponding to the external representation information;
and receiving the maintenance list fed back by the server.
According to the scheme, when the server receives the fault query request of the household appliance sent by the terminal, the server obtains the fault code according to the fault query request, determines the maintenance list corresponding to the household appliance according to the fault code, and finally sends the maintenance list to the terminal, wherein the maintenance list comprises one or more maintenance schemes, and the maintenance schemes comprise external representation information of the household appliance fault and maintenance modes corresponding to the external representation information. Because the maintenance schemes in the maintenance list comprise the external expression information of the household appliance faults, a user can quickly determine the corresponding maintenance schemes in the maintenance list according to the external expression information, so that the household appliances are quickly repaired, and the maintenance time of the household appliances is short.
Based on the hardware architecture of the server, the embodiment of the fault processing method of the household appliance is provided.
Referring to fig. 2, fig. 2 is a first embodiment of a method for processing a failure of a home appliance according to the present invention, where the method for processing a failure of a home appliance includes the following steps:
step S100, when a fault query request of a household appliance sent by a terminal is received, a fault code is obtained according to the fault query request;
in this embodiment, the execution subject is a server. When the household appliance fails, the fault code is sent to the server, and the server stores the fault code of the household appliance. In addition, the household appliance can be associated and bound with a terminal of a user, and when the household appliance fails, prompt information can be sent to the terminal so as to prompt the user that the self failure needs to be maintained. The user terminal is loaded with a fault query program, the fault query program is in communication connection with the server, and the user can send a fault query request of the household appliance to the server on the terminal based on the fault query program. The server stores household appliances and terminals associated with the household appliances, determines the equipment identification of the terminal after receiving a household appliance fault query request sent by the terminal, and then determines the household appliances associated with the terminal according to the equipment identification, so that fault codes sent by the household appliances are extracted. It can be understood that the server determines the household appliance associated with the terminal according to the fault query request, and further extracts the fault code sent when the household appliance has a fault.
Step S200, determining a maintenance list corresponding to the household appliance according to the fault code, wherein the maintenance list comprises one or more target maintenance schemes, and the target maintenance schemes comprise external expression information of the household appliance fault and maintenance modes corresponding to the external expression information;
and step S300, sending the maintenance list to the terminal.
The server stores maintenance schemes corresponding to fault codes, and one fault code can correspond to one or more maintenance schemes. The user is not a maintenance person, so the maintenance mode in the maintenance scheme is a simpler step. In contrast, the server determines each maintenance scheme corresponding to the fault code, and further generates a maintenance list according to the maintenance schemes, wherein the maintenance schemes in the maintenance list are provided for the user to look up. The maintenance scheme includes external representation information of the failure of the home appliance and a maintenance mode corresponding to the external representation information. The external expression information refers to the state of the household appliance when the household appliance is in failure. For example, the household appliance is an air conditioner, when the air conditioner fails, a slight horn-shaped crack sound occurs, white mist gas is emitted from an air outlet, flowing water sound occurs after the air conditioner is shut down, peculiar smell is emitted from the indoor unit, the indoor unit does not supply air when heating operation is started, an indoor and outdoor fan stops intermittently during heating, condensation at the air outlet of the indoor unit and the like, and the like are external representation information of the failure of the air conditioner. Correspondingly, the external expression information has a corresponding maintenance mode, the maintenance mode is simple operation, for example, if the external expression information indicates that the indoor unit blows out peculiar smell, the maintenance mode is to clean the filter screen.
It can be understood that the target maintenance schemes in the maintenance list sent by the server to the terminal are all simple operations which can be reached by the user, and are not complex; meanwhile, the user can determine the maintenance scheme to be adopted in each target maintenance scheme according to the real appearance information of the household appliance fault, so that the user can quickly determine the required target maintenance scheme.
The target repair scenario may be a voice repair scenario, a text repair scenario, and an image repair scenario. The different maintenance solutions output in different forms. The voice maintenance scheme is played through voice, and the character and image maintenance scheme is displayed through the household appliance fault inquiry terminal. The terminal can output different forms of maintenance schemes based on different inquirers. For example, if the inquiry personnel is the old, the image maintenance scheme can be output, so that the old can repair the failure of the household appliance according to the image in the maintenance scheme. The image can be the position of the failed part of the household appliance, a specific operation schematic diagram and the like.
Further, the user may not be able to successfully repair the failed home appliance according to the maintenance scheme. The user can maintain the household appliance by one key based on the fault query interface, namely, after-sales personnel or maintenance personnel can be reserved through the fault query interface to maintain the household appliance sending the fault. Specifically, a user can input information such as the name, the model, the fault code and the position of the household appliance on a fault inquiry interface and click a maintenance button, at the moment, a terminal detects a maintenance request of the household appliance fault based on the fault inquiry interface, the maintenance request carries the fault code and the position information of the failed household appliance, the household appliance fault inquiry terminal sends the maintenance request to a server, the server forwards the maintenance request to a maintenance terminal, and the maintenance terminal is a terminal corresponding to a maintenance worker, so that the maintenance worker can acquire the fault code and the position of the household appliance according to the maintenance request, and the maintenance worker can maintain the failed household appliance on the door.
In the technical scheme provided by this embodiment, when receiving a fault query request of a home appliance sent by a terminal, a server obtains a fault code according to the fault query request, determines a maintenance list corresponding to the home appliance according to the fault code, and finally sends the maintenance list to the terminal, where the maintenance list includes one or more maintenance schemes, and the maintenance schemes include external representation information of the home appliance fault and a maintenance mode corresponding to the external representation information. Because the maintenance schemes in the maintenance list comprise the external expression information of the household appliance faults, a user can quickly determine the corresponding maintenance schemes in the maintenance list according to the external expression information, so that the household appliances are quickly repaired, and the maintenance time of the household appliances is short.
Referring to fig. 3, fig. 3 is a second embodiment of the method for processing a failure of a home appliance according to the present invention, where based on the first embodiment, the step S200 includes:
step S201, acquiring reference information corresponding to the household appliance, wherein the reference information comprises at least one of production and manufacturing information, sales information, installation information, operation information, environmental parameter information, position information and historical maintenance information of the household appliance;
step S202, determining a target maintenance scheme according to the reference information and the fault code;
and step S203, generating a maintenance list corresponding to the household appliance according to the target maintenance scheme.
In this embodiment, after receiving a fault query request sent by a terminal, a server determines, according to the fault query request, a device identifier of a home appliance associated with the terminal, so as to obtain reference information of the home appliance according to the device identifier, where the reference information includes at least one of production manufacturing information, sales information, installation information, operation information, environment parameter information, location information, and historical maintenance information of the home appliance. The reference information can effectively provide a relatively accurate maintenance scheme for a user, namely, the reference information can be used as a reference factor to accurately determine the components of the household appliance which have faults. For example, a specific lot may have defects, and if the manufacturing information of the home appliance is the specific lot, a repair plan may be determined according to the defective parts. The selling information contains the running time length, the used function and the installation record of the installer of the household appliance in the household appliance selling process, and whether the hidden trouble exists in the selling process can be determined according to the running time length and the used function. The installation information contains installation records which can effectively record whether the household appliance is abnormal in the installation process, and the installation information can be used as a factor for determining a maintenance scheme. The position information is the position of the installed household appliance, the position can be characterized as an area, faults of the household appliance in the area which often occur can be used as factors for determining a maintenance scheme, for example, the area in which the household appliance is installed often has a thunderstorm condition, the possibility of circuit burnout is high, and the maintenance scheme can be used for detecting whether a circuit board is burnt out or not. The operation information is the operation parameters before the household appliance fails, the operation information can be obtained from the failure information, and the maintenance scheme can be determined according to whether the operation parameters are abnormal or not. The environmental parameter information may be outdoor temperature, outdoor humidity, for example, high humidity and high temperature weather is prone to circuit board failure. The historical maintenance information is the maintenance record of the household appliance, and the historical faults of the household appliance are easy to reappear, so that the maintenance scheme can be determined according to the historical maintenance information. It can be understood that the fault code corresponds to a plurality of maintenance schemes, the server performs screening among the plurality of maintenance schemes corresponding to the fault code according to the reference information, so as to obtain a target maintenance scheme, and a maintenance list corresponding to the household appliance is generated according to each target maintenance scheme.
In the technical scheme provided by this embodiment, the server obtains the reference information of the household appliance sending the fault, so as to determine the reference information and the target maintenance scheme corresponding to the fault code, and thus the server can accurately provide the maintenance scheme for the user.
Referring to fig. 4, fig. 4 is a third embodiment of the method for processing a failure of a home appliance according to the present invention, where based on the first embodiment, the step S200 includes:
step S204, obtaining a maintenance scheme to be determined corresponding to the fault code, and determining the type of the terminal;
step S205, when the terminal is a user terminal, determining a target maintenance scheme corresponding to the user terminal in each maintenance scheme to be determined;
and step S206, generating a maintenance list corresponding to the household appliance according to the target maintenance scheme.
In this embodiment, the server stores a maintenance scheme corresponding to the fault code, where the maintenance scheme includes a simple maintenance scheme provided for the user and a professional maintenance scheme provided for the maintenance staff. Therefore, when the server determines the maintenance scheme corresponding to the fault code, if the person querying the household appliance fault is a user associated with the household appliance, the person needs to screen each maintenance scheme, so that the target maintenance scheme suitable for the user to look up is sent to the terminal. Specifically, the server determines each maintenance scheme to be determined according to the fault code, then determines the type of the terminal, and if the terminal is a user terminal, that is, a terminal associated with the household appliance sending the fault, the server determines a target maintenance scheme corresponding to the user terminal in each maintenance scheme to be determined, so as to generate a maintenance list from the target maintenance scheme.
In the technical scheme provided by this embodiment, after determining the maintenance scheme corresponding to the fault code, the server determines the type of the terminal, and if the terminal is a user terminal, determines a target maintenance scheme suitable for the user of the user terminal to look up in each maintenance scheme, thereby providing an accurate maintenance scheme for the user to perform fault maintenance on the household appliance.
Referring to fig. 5, fig. 5 is a fourth embodiment of the method for processing a failure of a home appliance according to the present invention, where based on the first embodiment, the step S200 includes:
step S207, determining each target maintenance scheme according to the fault codes;
step S208, obtaining possibility probability corresponding to each target maintenance scheme;
and S209, sequencing the target maintenance schemes according to the probability to obtain a maintenance list corresponding to the household appliance.
In this embodiment, the maintenance plan has a corresponding probability of possibility, i.e., the probability of the maintenance plan repairing the failed household appliance, and the probability of possibility may be expressed in% as a unit. After determining each target maintenance scheme according to the fault code, the server obtains the probability of each target maintenance scheme, and accordingly sorts each target maintenance scheme according to the probability to obtain a maintenance list, that is, the maintenance list is a list formed by each target maintenance scheme sorted according to the probability. The server may rank the target maintenance schemes according to the probability from large to small, or rank the target maintenance schemes according to the probability from small to large.
Further, the probability of the possibility of the maintenance plan is updated according to the actual maintenance result of the home appliance. For example, after a user successfully repairs the household appliance by using a certain maintenance scheme, the probability of the maintenance scheme is adjusted up, and the adjusted probability of the possibility can be determined according to the ratio of the number of times of successfully repairing the household appliance by using the maintenance scheme to the total number of times of receiving the fault code corresponding to the maintenance scheme.
Specifically, after the household appliance is successfully repaired, the user fills in a maintenance scheme adopted by the repaired household appliance through the terminal to form a maintenance record. And the terminal sends the maintenance record to the server, and the server acquires the equipment identifier of the terminal after receiving the maintenance record, so that the fault code corresponding to the maintenance list sent to the preset terminal is determined according to the equipment identifier, and meanwhile, the maintenance scheme in the maintenance record is determined as a target maintenance scheme for maintaining the household appliance fault. And the server determines the total times of sending the fault codes by the household appliances and the times of successfully repairing the household appliances by adopting the target maintenance scheme, so that the probability of the possibility of the target maintenance scheme is updated according to the ratio of the times to the total times. Alternatively, the server, after determining a repair scenario for repairing the failure at the point according to the repair record, increases the scenario accuracy of the repair scenario by a preset margin, for example, by 0.5%.
It should be noted that, even after the failure of the home appliance is repaired, the user may upload the maintenance record to the server, so that the server may adjust the probability of the possibility of the target maintenance scheme according to the target maintenance scheme adopted by the user in the maintenance record, and the adjustment process and principle refer to the above description, which is not described herein again.
In the technical scheme provided by this embodiment, after determining each target maintenance scheme corresponding to the fault code, the server obtains the probability corresponding to each target maintenance scheme, so as to generate a maintenance list for each target maintenance scheme according to the probability, and enable a user to select a maintenance scheme based on the probability to repair the household appliance.
Referring to fig. 6, fig. 6 is a fifth embodiment of the method for processing a failure of a home appliance according to the present invention, where based on the first embodiment, the step S200 includes:
step S210, analyzing the fault query request, and acquiring external expression information of the household appliance in fault from the analyzed fault query request;
step S211, determining each maintenance scheme to be determined corresponding to the fault code, and determining a target maintenance scheme in each maintenance scheme to be determined according to the appearance information;
and step S212, generating a maintenance list corresponding to the household appliance according to the target maintenance scheme.
In this embodiment, the user may actively send the external representation information of the household appliance failure to the server based on the terminal. In contrast, when the server receives the fault query request, the server analyzes the fault query request, so as to determine whether the analyzed data packet contains the external expression information. If the external expression information exists, determining each maintenance scheme to be determined according to the fault code, determining a target maintenance scheme corresponding to the external expression information from each maintenance scheme to be determined, and generating a maintenance list according to the target maintenance scheme. And if the analyzed data packet does not contain the external expression information, the server generates a maintenance list according to all target maintenance schemes corresponding to the fault codes.
In the technical scheme provided by this embodiment, the server analyzes the fault query request to obtain the external expression information of the household appliance having a fault, and thus determines a target maintenance scheme according to the fault code and the external expression information, so as to provide an accurate household appliance maintenance scheme for a user.
The invention also provides a fault processing method of the household appliance.
Referring to fig. 7, fig. 7 is a sixth embodiment of a method for processing a failure of a home appliance according to the present invention, where the method includes the steps of:
step S400, when the triggering operation of the household appliance fault inquiry is detected, sending a household appliance fault inquiry request to a server, wherein the server acquires a fault code according to the fault inquiry request, determines a maintenance list corresponding to the household appliance according to the fault code, and feeds the maintenance list back to the terminal, the maintenance list comprises one or more target maintenance schemes, and the target maintenance schemes comprise external expression information of the household appliance fault and a maintenance mode corresponding to the external expression information;
step S500, receiving the maintenance list fed back by the server.
In this embodiment, the execution subject is a terminal. When the household appliance fails, the fault code is sent to the server, and the server stores the fault code of the household appliance. In addition, the household appliance can be associated and bound with a terminal of a user, and when the household appliance fails, prompt information can be sent to the terminal so as to prompt the user that the self failure needs to be maintained. The user terminal is loaded with a fault query program, the fault query program is in communication connection with the server, and the user can send a fault query request of the household appliance to the server on the terminal based on the fault query program. The server stores household appliances and terminals associated with the household appliances, determines the equipment identification of the terminal after receiving a household appliance fault query request sent by the terminal, and then determines the household appliances associated with the terminal according to the equipment identification, so that fault codes sent by the household appliances are extracted. It can be understood that the server determines the household appliance associated with the terminal according to the fault query request, and further extracts the fault code sent when the household appliance has a fault.
The server stores maintenance schemes corresponding to fault codes, and one fault code can correspond to one or more maintenance schemes. The user is not a maintenance person, so the maintenance mode in the maintenance scheme is a simpler step. In contrast, the server determines each maintenance scheme corresponding to the fault code, and further generates a maintenance list according to the maintenance schemes, wherein the maintenance schemes in the maintenance list are provided for the user to look up. The maintenance scheme includes external representation information of the failure of the home appliance and a maintenance mode corresponding to the external representation information. The external expression information refers to the state of the household appliance when the household appliance is in failure. For example, the household appliance is an air conditioner, when the air conditioner fails, a slight horn-shaped crack sound occurs, white mist gas is emitted from an air outlet, flowing water sound occurs after the air conditioner is shut down, peculiar smell is emitted from the indoor unit, the indoor unit does not supply air when heating operation is started, an indoor and outdoor fan stops intermittently during heating, condensation at the air outlet of the indoor unit and the like, and the like are external representation information of the failure of the air conditioner. Correspondingly, the external expression information has a corresponding maintenance mode, the maintenance mode is simple operation, for example, if the external expression information indicates that the indoor unit blows out peculiar smell, the maintenance mode is to clean the filter screen.
It can be understood that the target maintenance schemes in the maintenance list sent by the server to the terminal are all simple operations which can be reached by the user, and are not complex; meanwhile, the user can determine the maintenance scheme to be adopted in each target maintenance scheme according to the real appearance information of the household appliance fault, so that the user can quickly determine the required target maintenance scheme.
The target repair scenario may be a voice repair scenario, a text repair scenario, and an image repair scenario. The different maintenance solutions output in different forms. The voice maintenance scheme is played through voice, and the character and image maintenance scheme is displayed through the household appliance fault inquiry terminal. The terminal can output different forms of maintenance schemes based on different inquirers. For example, if the inquiry personnel is the old, the image maintenance scheme can be output, so that the old can repair the failure of the household appliance according to the image in the maintenance scheme. The image can be the position of the failed part of the household appliance, a specific operation schematic diagram and the like.
Further, the user may not be able to successfully repair the failed home appliance according to the maintenance scheme. The user can maintain the household appliance by one key based on the fault query interface, namely, after-sales personnel or maintenance personnel can be reserved through the fault query interface to maintain the household appliance sending the fault. Specifically, a user can input information such as the name, the model, the fault code and the position of the household appliance on a fault inquiry interface and click a maintenance button, at the moment, a terminal detects a maintenance request of the household appliance fault based on the fault inquiry interface, the maintenance request carries the fault code and the position information of the failed household appliance, the household appliance fault inquiry terminal sends the maintenance request to a server, the server forwards the maintenance request to a maintenance terminal, and the maintenance terminal is a terminal corresponding to a maintenance worker, so that the maintenance worker can acquire the fault code and the position of the household appliance according to the maintenance request, and the maintenance worker can maintain the failed household appliance on the door.
In the technical scheme provided by this embodiment, when receiving a fault query request of a home appliance sent by a terminal, a server obtains a fault code according to the fault query request, determines a maintenance list corresponding to the home appliance according to the fault code, and finally sends the maintenance list to the terminal, where the maintenance list includes one or more maintenance schemes, and the maintenance schemes include external representation information of the home appliance fault and a maintenance mode corresponding to the external representation information. Because the maintenance schemes in the maintenance list comprise the external expression information of the household appliance faults, a user can quickly determine the corresponding maintenance schemes in the maintenance list according to the external expression information, so that the household appliances are quickly repaired, and the maintenance time of the household appliances is short.
The present invention also provides a server, which includes a memory, a processor, and a fault handling program stored in the memory and capable of running on the processor, and when the fault handling program is executed by the processor, the fault handling program implements the steps of the fault handling method of the home appliance according to the above embodiments.
The present invention also provides a terminal, including a memory, a processor, and a fault handling program stored in the memory and operable on the processor, wherein the fault handling program, when executed by the processor, implements the steps of:
when the triggering operation of the fault inquiry of the household appliance is detected, sending a fault inquiry request of the household appliance to a server, wherein the server acquires a fault code according to the fault inquiry request, determines a maintenance list corresponding to the household appliance according to the fault code, and feeds the maintenance list back to the terminal, the maintenance list comprises one or more target maintenance schemes, and the target maintenance schemes comprise external representation information of the fault of the household appliance and maintenance modes corresponding to the external representation information;
and receiving the maintenance list fed back by the server.
The present invention also provides a readable storage medium storing a fault handling program, which when executed by a processor implements the steps of the fault handling method of the household appliance according to the above embodiment.
The above-mentioned serial numbers of the embodiments of the present invention are merely for description and do not represent the merits of the embodiments.
It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.
Through the above description of the embodiments, those skilled in the art will clearly understand that the method of the above embodiments can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware, but in many cases, the former is a better implementation manner. Based on such understanding, the technical solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium (e.g., ROM/RAM, magnetic disk, optical disk) as described above and includes instructions for enabling a terminal device (e.g., a mobile phone, a computer, a server, an air conditioner, or a network device) to execute the method according to the embodiments of the present invention.
The above description is only a preferred embodiment of the present invention, and not intended to limit the scope of the present invention, and all modifications of equivalent structures and equivalent processes, which are made by using the contents of the present specification and the accompanying drawings, or directly or indirectly applied to other related technical fields, are included in the scope of the present invention.
Claims (11)
1. A fault processing method of a household appliance is characterized by comprising the following steps:
when a fault query request of a household appliance sent by a terminal is received, a fault code is obtained according to the fault query request;
and determining a maintenance list corresponding to the household appliance according to the fault code, and sending the maintenance list to the terminal, wherein the maintenance list comprises one or more target maintenance schemes, and the target maintenance schemes comprise external expression information of the household appliance fault and maintenance modes corresponding to the external expression information.
2. The method for processing the failure of the home appliance according to claim 1, wherein the step of determining the maintenance list corresponding to the home appliance according to the failure code comprises:
acquiring reference information corresponding to the household appliance, wherein the reference information comprises at least one of production and manufacturing information, sales information, installation information, operation information, environmental parameter information, position information and historical maintenance information of the household appliance;
determining a target maintenance scheme according to the reference information and the fault code;
and generating a maintenance list corresponding to the household appliance according to the target maintenance scheme.
3. The method for processing the failure of the home appliance according to claim 1, wherein the step of determining the maintenance list corresponding to the home appliance according to the failure code comprises:
acquiring a maintenance scheme to be determined corresponding to the fault code, and determining the type of the terminal;
when the terminal is a user terminal, determining a target maintenance scheme corresponding to the user terminal in each maintenance scheme to be determined;
and generating a maintenance list corresponding to the household appliance according to the target maintenance scheme.
4. The method for processing the failure of the home appliance according to claim 1, wherein the step of determining the maintenance list corresponding to the home appliance according to the failure code comprises:
determining each target maintenance scheme according to the fault codes;
acquiring probability corresponding to each target maintenance scheme;
and sequencing all the target maintenance schemes according to the probability to obtain a maintenance list corresponding to the household appliance.
5. The method for processing the failure of the home appliance according to claim 4, wherein after the step of transmitting the maintenance list to the terminal, the method further comprises:
receiving a maintenance record sent by the terminal;
determining a maintenance scheme for maintaining the household appliance fault according to the maintenance record;
and updating the probability corresponding to the maintenance scheme for maintaining the household appliance fault.
6. The method for processing the failure of the home appliance according to claim 1, wherein the step of determining the maintenance list corresponding to the home appliance according to the failure code comprises:
analyzing the fault query request, and acquiring external expression information of the household appliance in fault from the analyzed fault query request;
determining each maintenance scheme to be determined corresponding to the fault code, and determining a target maintenance scheme in each maintenance scheme to be determined according to the external expression information;
and generating a maintenance list corresponding to the household appliance according to the target maintenance scheme.
7. The method for processing the failure of the home appliance according to any one of claims 1 to 5, wherein after the step of transmitting the maintenance list to the terminal, the method further comprises:
when a maintenance request sent by the terminal is received, determining a maintenance terminal, wherein the maintenance request comprises the position of the household appliance and a fault code;
and sending the maintenance request to the maintenance terminal.
8. A fault processing method of a household appliance is characterized by comprising the following steps:
when the triggering operation of the fault inquiry of the household appliance is detected, sending a fault inquiry request of the household appliance to a server, wherein the server acquires a fault code according to the fault inquiry request, determines a maintenance list corresponding to the household appliance according to the fault code, and feeds the maintenance list back to the terminal, the maintenance list comprises one or more target maintenance schemes, and the target maintenance schemes comprise external representation information of the fault of the household appliance and maintenance modes corresponding to the external representation information;
and receiving the maintenance list fed back by the server.
9. A server, characterized in that the server comprises a memory, a processor and a fault handling program stored in the memory and operable on the processor, wherein the fault handling program, when executed by the processor, implements the steps of the fault handling method of the appliance according to any one of claims 1 to 7.
10. A terminal, comprising a memory, a processor, and a fault handling program stored in the memory and executable on the processor, the fault handling program when executed by the processor implementing the steps of:
when the triggering operation of the fault inquiry of the household appliance is detected, sending a fault inquiry request of the household appliance to a server, wherein the server acquires a fault code according to the fault inquiry request, determines a maintenance list corresponding to the household appliance according to the fault code, and feeds the maintenance list back to the terminal, the maintenance list comprises one or more target maintenance schemes, and the target maintenance schemes comprise external representation information of the fault of the household appliance and maintenance modes corresponding to the external representation information;
and receiving the maintenance list fed back by the server.
11. A readable storage medium storing a fault handling program which, when executed by a processor, implements the steps of the fault handling method of the electric home appliance according to any one of claims 1 to 8.
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