CN112270416B - After-sales service information processing method and system - Google Patents
After-sales service information processing method and system Download PDFInfo
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Abstract
The invention discloses a method and a system for processing after-sales service information, which are applied to the after-sales service technology, wherein the method comprises the following steps: acquiring a finishing picture and a finishing code of a work order uploaded by a terminal; extracting shooting time from the finished picture, wherein the shooting time is written into data of the finished picture by the terminal when the finished picture is shot; checking whether the shooting time and the uploading time of the finished picture meet a first condition or not; checking whether the finishing code is consistent with a preset finishing code corresponding to the work order; and when the finishing code is consistent with the preset finishing code corresponding to the work order, and the shooting time and the finishing picture uploading time meet a first condition, determining that the work order is finished. The invention can effectively prevent the bad actions of cheating or bill-brushing by maintenance personnel and users.
Description
Technical Field
The invention relates to an after-sales service technology, in particular to an after-sales service information processing method and system.
Background
With the increasing proliferation of the third industry, after-sales service is more and more important in enterprise operation, and becomes a new revenue growth point for enterprises, as is home appliance after-sales service. At present, in the after-sales service process of home appliances, aiming at the service in the product warranty range, the condition that service network points and users cheat enterprise after-sales service fees can occur, and the system developed based on the authenticity of after-sales service of home appliances can effectively reduce the occurrence of the conditions.
At present, enterprises judge the reality of service work orders in a mode of telephone return visit users, so that the return visit workload is large, and the condition that service network points and users can not cheat in taking after-sales service fees of the enterprises is judged.
Disclosure of Invention
To solve at least one of the above problems, the present invention aims to: provided are an after-sales service information processing method and system.
In a first aspect, embodiments of the present invention provide:
an after-sales service information processing method, comprising the steps of:
acquiring a finishing picture and a finishing code of a work order uploaded by a terminal;
extracting and taking time from the finished picture, wherein the taking time is written into data of the finished picture by a terminal when the finished picture is taken;
checking whether the shooting time and the uploading time of the finished picture meet a first condition or not;
checking whether the finishing code is consistent with a preset finishing code corresponding to the work order;
and when the finishing code is consistent with the preset finishing code corresponding to the work order, and the shooting time and the finishing picture uploading time meet a first condition, determining that the work order is finished.
Further, the method also comprises the following steps:
and when the finishing code is inconsistent with the preset finishing code corresponding to the work order or the shooting time and the finishing picture uploading time do not meet a first condition, sending information for prompting a user to re-input the finishing code or re-shoot the picture to the terminal.
Further, before the step of acquiring the finished picture and the finished code of the work order uploaded by the terminal, the method further comprises the following steps:
and carrying out real-name authentication on the account registered by the terminal.
Further, the real-name authentication of the account registered by the terminal includes the following steps:
acquiring identity card information bound by the account number uploaded by a terminal and a user head portrait;
calling a real-name authentication interface to verify the identity card information;
binding the identity card information, the head portrait and the account number.
Further, the first condition is: and the difference between the shooting time and the uploading time of the finished picture is smaller than a first preset value.
Further, after the work order is determined to be completed, watermarking processing is carried out on the finished picture, and the finished picture is released.
Further, after determining that the work order is completed, the method further comprises the following steps:
extracting positioning information from the finished picture, wherein the positioning information is written into data of the finished picture by the terminal when the finished picture is shot;
acquiring position information corresponding to the work order;
and when the distance between the position indicated by the position information corresponding to the work order and the position indicated by the positioning information is larger than or smaller than a second preset value, judging that the work order is an abnormal work order.
Further, the method also comprises the following steps: acquiring position information when the terminal uploads the finished picture;
after determining that the work order is completed, the method further comprises the following steps:
and when the distance between the position indicated by the position information uploaded by the terminal and the position indicated by the position information corresponding to the work order is larger than a second preset value, judging that the work order is an abnormal work order.
Further, the method also comprises the following steps:
generating an abnormal work order list;
and sending the abnormal work order list to a telephone return visit system.
An after-sales service information processing system,
the acquisition unit is used for acquiring the finished picture and the finished code of the work order uploaded by the terminal;
an extracting unit for extracting positioning information and shooting time from the finished picture, wherein the positioning information and the shooting time are written into the data of the finished picture by a terminal when the finished picture is shot;
the first verification unit is used for verifying whether the shooting time and the uploading time of the finished picture meet a first condition or not;
the second checking unit is used for checking whether the finishing code is consistent with the preset finishing code corresponding to the work order;
and the determining unit is used for determining that the work order is completed when the finishing code is consistent with the preset finishing code corresponding to the work order and the shooting time and the uploading time of the finishing picture meet a first condition.
In a second aspect, embodiments of the present invention provide:
an after-sales service information processing system, comprising:
the acquisition unit is used for acquiring the finished picture and the finished code of the work order uploaded by the terminal;
an extracting unit for extracting positioning information and shooting time from the finished picture, wherein the positioning information and the shooting time are written into the data of the finished picture by a terminal when the finished picture is shot;
the first verification unit is used for verifying whether the shooting time and the uploading time of the finished picture meet a first condition or not;
the second checking unit is used for checking whether the finishing code is consistent with the preset finishing code corresponding to the work order;
and the determining unit is used for determining that the work order is completed when the finishing code is consistent with the preset finishing code corresponding to the work order and the shooting time and the uploading time of the finishing picture meet a first condition.
The embodiment of the invention has the beneficial effects that: and checking whether the time information in the finished code and the time information in the finished picture are close to the uploading time of the finished picture or not, so that a maintenance person is prevented from using a fake picture to cheat the system after cheating the client finished code.
Drawings
FIG. 1 is a flow chart of an after-sales service information processing method provided according to an embodiment of the present application;
fig. 2 is a flowchart of another method for processing after-sales service information according to an embodiment of the present application.
Detailed Description
The invention will be further described with reference to the drawings and specific examples.
Referring to fig. 1, the present embodiment discloses a method for processing after-sales service information, and it should be understood that the method may be applied to a system including a user terminal, a maintenance personnel terminal, and a server, specifically, the method is implemented by the server or the terminal, or may be implemented by a plurality of terminals in cooperation, and the method of the present embodiment includes the following steps:
and 110, acquiring a finished picture and a finished code of the terminal uploading work order.
It should be understood that the finishing code is a finishing certificate of the work order, and the finishing code is generated by the server and sent to the user terminal, where the terminal in this embodiment refers to a maintenance personnel terminal, and the maintenance personnel terminal scans the two-dimensional code through the terminal or manually inputs the two-dimensional code into the terminal, so that the terminal obtains the finishing code. The terminal then sends the completion code to the server, which receives it. And the finished picture is a field picture which is shot and uploaded by a maintenance person through the terminal. The field pictures may be associated with a serviceman's assessment or performance assessment, etc.
And 120, extracting and shooting time from the finished picture, wherein the shooting time is written into the data of the finished picture by a terminal when the finished picture is shot.
In this step, the shooting time data is embedded in the finished picture by a certain algorithm, so that a general serviceman cannot make a fake of the finished picture, because only the server manager knows the position of the time in the picture. The shooting time can be resolved only by a specific algorithm. Of course, in some embodiments, the anti-counterfeiting performance of the finished picture can be further improved through a certain encryption technology, so that the field picture can be ensured to be shot through the APP.
And 130, checking whether the shooting time and the uploading time of the finished picture meet a first condition.
In this embodiment, it is generally determined whether two times are close, for example, if the picture was taken two hours ago, this may be taken by a serviceman in another place or in advance. The validity of the finished picture can thus be determined by this condition.
And 140, checking whether the finishing code is consistent with a preset finishing code corresponding to the work order.
In this step, it may be determined whether the serviceman has obtained approval by the user by checking the finish code, because the provision of the finish code may be refused if the user does not consider the maintenance result. Likewise, it is difficult to obtain the finish code if the serviceman is not on site.
And 150, determining that the work order is completed when the finishing code is consistent with the preset finishing code corresponding to the work order and the shooting time and the finishing picture uploading time meet a first condition.
In this step, the completion of the work order is determined when both of the above conditions are satisfied.
As can be seen from the above description, by checking the finish code and checking whether the time information in the finish picture is close to the uploading time of the finish picture, the maintenance personnel is prevented from using the dummy picture to cheat the system after cheating the client finish code.
In some embodiments, the above method further comprises the steps of:
and when the finishing code is inconsistent with the preset finishing code corresponding to the work order or the shooting time and the finishing picture uploading time do not meet a first condition, sending information for prompting a user to re-input the finishing code or re-shoot the picture to the terminal.
Because maintenance personnel may lose the wrong completion code or upload the wrong picture, therefore, when the verification is unsuccessful, maintenance personnel can be prompted to upload again, so that the fault tolerance of the system is improved.
In some embodiments, before the step of acquiring the finishing picture and the finishing code of the work order uploaded by the terminal, the method further comprises the following steps:
and carrying out real-name authentication on the account registered by the terminal.
The real-name authentication of the account registered by the terminal comprises the following steps:
acquiring identity card information bound by the account number uploaded by a terminal and a user head portrait;
calling a real-name authentication interface to verify the identity card information;
binding the identity card information, the head portrait and the account number.
In this embodiment, real-name authentication of the user may be completed by binding the id card information and the account number, because the maintenance service belongs to the door-to-door service, and identity authenticity of the maintenance personnel is particularly important. It should be understood that the account number for performing real-name authentication may be an APP account number or an applet or public account number.
In this embodiment, the first condition is: and the difference between the shooting time and the uploading time of the finished picture is smaller than a first preset value. For example, two hours, one hour or half an hour.
In this embodiment, after determining that the work order is completed, watermark adding processing is performed on the finished picture, and the finished picture is released.
When the work order is completed, the pictures are disclosed for convenient operation and popularization, but the pictures are stolen for watermarking in the embodiment.
In this embodiment, after determining that the work order is completed, the method further includes the following steps:
extracting positioning information from the finished picture, wherein the positioning information is written into data of the finished picture by the terminal when the finished picture is shot;
acquiring position information corresponding to the work order;
and when the distance between the position indicated by the position information corresponding to the work order and the position indicated by the positioning information is larger than or smaller than a second preset value, judging that the work order is an abnormal work order.
In order to allow a service person to take a picture offsite and upload it, the present embodiment may further analyze the finished picture in order to determine the validity of the picture. Further verification may be made by telephone return visit when the picture is found to be invalid.
In this embodiment, the method further includes the steps of: acquiring position information when the terminal uploads the finished picture;
after determining that the work order is completed, the method further comprises the following steps:
and when the distance between the position indicated by the position information uploaded by the terminal and the position indicated by the position information corresponding to the work order is larger than a second preset value, judging that the work order is an abnormal work order.
The embodiment ensures that maintenance personnel are on site at the completion by means of double authentication.
In some embodiments, the method further comprises the steps of:
generating an abnormal work order list;
and sending the abnormal work order list to a telephone return visit system.
In these embodiments, the abnormal worksheets are collected at a certain period, for example, once every 1 day, and then sent to the call back system for call back by customer service personnel.
Fig. 2 shows a method for processing after-sales service information, comprising the following stages and steps of each stage:
and a real name authentication stage:
maintainers upload the front and back sides of the identity card on the APP.
The APP identifies the identity card and the name through a character identification technology.
Maintainers upload head portraits at the APP.
The APP calls a real-name authentication interface of the public security system to verify the authenticity of the information.
WeChat binding phase:
and acquiring the WeChat OpenID of the maintenance personnel.
And binding the APP account and the WeChat OpenID.
And (3) a door-to-door service stage: and shooting a finished picture, wherein the picture is recorded with GPS coordinates and shooting time of the picture.
The maintenance personnel enter the completion information, wherein the completion information comprises the completion code, and the completion code is sent to the terminal of the subscriber in advance.
Maintenance personnel submit the completion through the APP.
And judging whether the picture shooting time exceeds two hours relative to the time of completing the delivery.
And acquiring the coordinate of the contact list and the completion time.
Inviting the user to evaluate and guiding the user to be good.
And a data processing stage:
storing the finished data;
and watermarking the finished picture, and then publishing.
Data analysis stage:
and (5) reversely checking the geographical position of the picture coordinates, and analyzing out the problem work order.
And reversely checking the finished coordinates, and analyzing the problem work order.
And analyzing the same telephone newspaper data to analyze the problem work order.
A summary list of problem work orders is generated.
A telephone return visit is made.
The embodiment discloses an after-sales service information processing system, which comprises
The acquisition unit is used for acquiring the finished picture and the finished code of the work order uploaded by the terminal;
an extracting unit for extracting positioning information and shooting time from the finished picture, wherein the positioning information and the shooting time are written into the data of the finished picture by a terminal when the finished picture is shot;
the first verification unit is used for verifying whether the shooting time and the uploading time of the finished picture meet a first condition or not;
the second checking unit is used for checking whether the finishing code is consistent with the preset finishing code corresponding to the work order;
and the determining unit is used for determining that the work order is completed when the finishing code is consistent with the preset finishing code corresponding to the work order and the shooting time and the uploading time of the finishing picture meet a first condition.
The embodiment discloses an after-sales service information processing system, comprising:
the acquisition unit is used for acquiring the finished picture and the finished code of the work order uploaded by the terminal;
an extracting unit for extracting positioning information and shooting time from the finished picture, wherein the positioning information and the shooting time are written into the data of the finished picture by a terminal when the finished picture is shot;
the first verification unit is used for verifying whether the shooting time and the uploading time of the finished picture meet a first condition or not;
the second checking unit is used for checking whether the finishing code is consistent with the preset finishing code corresponding to the work order;
and the determining unit is used for determining that the work order is completed when the finishing code is consistent with the preset finishing code corresponding to the work order and the shooting time and the uploading time of the finishing picture meet a first condition.
The step numbers in the above method embodiments are set for convenience of illustration, and the order of steps is not limited in any way, and the execution order of the steps in the embodiments may be adaptively adjusted according to the understanding of those skilled in the art.
While the preferred embodiment of the present invention has been described in detail, the present invention is not limited to the embodiments described above, and various equivalent modifications and substitutions can be made by those skilled in the art without departing from the spirit of the present invention, and these equivalent modifications and substitutions are intended to be included in the scope of the present invention as defined in the appended claims.
Claims (7)
1. An after-sales service information processing method, characterized by comprising the steps of:
acquiring a finishing picture and a finishing code of a work order uploaded by a terminal;
extracting shooting time from the finished picture, wherein the shooting time is written into data of the finished picture by the terminal when the finished picture is shot;
checking whether the shooting time and the uploading time of the finished picture meet a first condition or not;
checking whether the finishing code is consistent with a preset finishing code corresponding to the work order;
when the finishing code is consistent with a preset finishing code corresponding to the work order, and the shooting time and the finishing picture uploading time meet a first condition, determining that the work order is finished;
the first condition is: the difference between the shooting time and the uploading time of the finished picture is smaller than a first preset value; after determining that the work order is completed, the method further comprises the following steps:
extracting positioning information from the finished picture, wherein the positioning information is written into data of the finished picture by the terminal when the finished picture is shot;
acquiring position information corresponding to the work order;
when the distance between the position indicated by the position information corresponding to the work order and the position indicated by the positioning information is larger than a second preset value, judging that the work order is an abnormal work order;
the method also comprises the following steps: acquiring position information when the terminal uploads the finished picture;
after determining that the work order is completed, the method further comprises the following steps:
and when the distance between the position indicated by the position information uploaded by the terminal and the position indicated by the position information corresponding to the work order is larger than a second preset value, judging that the work order is an abnormal work order.
2. The after-sales service information processing method according to claim 1, further comprising the steps of:
and when the finishing code is inconsistent with the preset finishing code corresponding to the work order or the shooting time and the finishing picture uploading time do not meet a first condition, sending information for prompting a user to re-input the finishing code or re-shoot the picture to the terminal.
3. The after-sales service information processing method according to claim 1, further comprising, before the step of acquiring the completion picture and the completion code of the work order uploaded by the terminal, the steps of:
and carrying out real-name authentication on the account registered by the terminal.
4. The after-sales service information processing method according to claim 3, wherein the real-name authentication of the account number registered by the terminal includes the steps of:
acquiring identity card information bound by the account number uploaded by a terminal and a user head portrait;
calling a real-name authentication interface to verify the identity card information;
binding the identity card information, the head portrait and the account number.
5. The after-sales service information processing method according to claim 1, wherein after determining that a work order is completed, watermarking processing is performed on the finished picture, and the finished picture is released.
6. The after-sales service information processing method according to claim 1, further comprising the steps of:
generating an abnormal work order list;
and sending the abnormal work order list to a telephone return visit system.
7. A system for applying the after-sales service information processing method of any one of claims 1 to 6, comprising:
the acquisition unit is used for acquiring the finished picture and the finished code of the work order uploaded by the terminal;
an extracting unit for extracting positioning information and shooting time from the finished picture, wherein the positioning information and the shooting time are written into the data of the finished picture by a terminal when the finished picture is shot;
the first verification unit is used for verifying whether the shooting time and the uploading time of the finished picture meet a first condition or not;
the second checking unit is used for checking whether the finishing code is consistent with the preset finishing code corresponding to the work order;
and the determining unit is used for determining that the work order is completed when the finishing code is consistent with the preset finishing code corresponding to the work order and the shooting time and the uploading time of the finishing picture meet a first condition.
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| CN202011155763.5A CN112270416B (en) | 2020-10-26 | 2020-10-26 | After-sales service information processing method and system |
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| AU2018290417A1 (en) * | 2017-06-28 | 2019-01-24 | Beijing Didi Infinity Technology And Development Co., Ltd. | Systems and methods for cheat examination |
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2020
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| CN104066053A (en) * | 2014-07-04 | 2014-09-24 | 饶渐平 | Mobile after-sales service method |
| CN104200329A (en) * | 2014-09-11 | 2014-12-10 | 福州聚升汽车销售服务有限公司 | Vehicle maintenance process monitoring system and implementation method thereof |
| CN106127367A (en) * | 2016-06-15 | 2016-11-16 | 中邮建技术有限公司 | A kind of scene anti-cheating inspection method single with random group based on mobile terminal |
| WO2019174600A1 (en) * | 2018-03-16 | 2019-09-19 | Beijing Didi Infinity Technology And Development Co., Ltd. | Systems and methods for reward administering in an on-line service |
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