CN113128357A - Vehicle fault processing method and system - Google Patents
Vehicle fault processing method and system Download PDFInfo
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- CN113128357A CN113128357A CN202110336896.0A CN202110336896A CN113128357A CN 113128357 A CN113128357 A CN 113128357A CN 202110336896 A CN202110336896 A CN 202110336896A CN 113128357 A CN113128357 A CN 113128357A
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- G06V20/00—Scenes; Scene-specific elements
- G06V20/10—Terrestrial scenes
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- B—PERFORMING OPERATIONS; TRANSPORTING
- B60—VEHICLES IN GENERAL
- B60W—CONJOINT CONTROL OF VEHICLE SUB-UNITS OF DIFFERENT TYPE OR DIFFERENT FUNCTION; CONTROL SYSTEMS SPECIALLY ADAPTED FOR HYBRID VEHICLES; ROAD VEHICLE DRIVE CONTROL SYSTEMS FOR PURPOSES NOT RELATED TO THE CONTROL OF A PARTICULAR SUB-UNIT
- B60W50/00—Details of control systems for road vehicle drive control not related to the control of a particular sub-unit, e.g. process diagnostic or vehicle driver interfaces
- B60W50/02—Ensuring safety in case of control system failures, e.g. by diagnosing, circumventing or fixing failures
- B60W50/0205—Diagnosing or detecting failures; Failure detection models
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Abstract
The invention discloses a vehicle fault processing method and a system, wherein the method comprises the following steps: acquiring a fault position image of a current vehicle, analyzing the fault position image and acquiring vehicle fault information; sending the vehicle fault information to a merchant terminal so that the merchant terminal analyzes the vehicle fault information and feeds back a fault detection report; and generating a fault processing strategy according to the fault detection report, and performing fault processing according to the fault processing strategy and the fault detection report. According to the invention, the merchant terminal is required to analyze the vehicle fault information and feed back a fault detection report, then a fault processing strategy is generated according to the fault detection report, and fault processing is carried out according to the fault processing strategy and the fault detection report, so that the maintenance process is transparent, the wrong report and the missing report of key maintenance information of maintenance workers are avoided, meanwhile, the self-maintenance of the owner can be remotely assisted, the situation that the owner needs to place the vehicle in a maintenance shop for maintenance every time is avoided, and the maintenance efficiency of the vehicle fault is further improved.
Description
Technical Field
The invention relates to the technical field of vehicles, in particular to a vehicle fault processing method and system.
Background
With the popularity of vehicles, vehicles have gone into various aspects of personal life. However, in the using process, the occurrence of vehicle faults is inevitable, the method can avoid the situation that maintenance workers report key maintenance information in a wrong and missed mode, meanwhile, the method can remotely assist the vehicle owner in self-maintenance slight problems, the vehicle owner is prevented from placing the vehicle in a maintenance shop for maintenance every time, and the maintenance efficiency is improved. And technical personnel can be connected online to guide field maintenance personnel to solve difficult problems, and meanwhile, the personnel at the merchant end and the owner are enabled to communicate and interact online, so that the customer satisfaction is improved.
The above is only for the purpose of assisting understanding of the technical aspects of the present invention, and does not represent an admission that the above is prior art.
Disclosure of Invention
The invention mainly aims to provide a vehicle fault processing method and a vehicle fault processing system, and aims to enable a vehicle maintenance process to be more transparent, improve customer satisfaction and solve the technical problem of improving the maintenance efficiency of vehicle faults.
In order to achieve the above object, the present invention provides a vehicle fault handling method, including:
the method comprises the steps that a client side obtains a fault position image of a current vehicle, analyzes the fault position image and obtains vehicle fault information;
the client side sends the vehicle fault information to a merchant side so that the merchant side analyzes the vehicle fault information and feeds back a fault detection report;
and the client generates a fault processing strategy according to the fault detection report and processes the fault according to the fault processing strategy and the fault detection report.
Optionally, after the step of generating a fault handling policy according to the fault detection report and performing fault handling on the current vehicle according to the fault handling policy and the fault detection report, the method further includes:
the client sends the fault processing result to the merchant terminal so that the merchant terminal analyzes the fault processing result to obtain fault maintenance information;
and the commercial tenant terminal determines a vehicle front fault sorting result according to the fault maintenance information and feeds back a technical developer to carry out quality improvement work according to the front fault sorting result.
Optionally, after the step of generating a fault handling policy according to the fault detection report and performing fault handling according to the fault handling policy and the fault detection report, the client further includes:
the merchant side acquires the vehicle identification code of the current vehicle, and determines the fault position information and the fault time information of the current vehicle according to the fault processing result;
the merchant terminal generates a fault area statistical chart according to the vehicle identification code and the fault position information, and generates a fault time distribution chart according to the vehicle identification code and the fault time information;
and the business user side sends the fault area statistical graph and the fault time distribution graph to the client side, determines a key problem area customized use criterion according to the fault area statistical graph to remind a user of frequently-occurring faults, and customizes the use criterion according to a problem time distribution result in the fault time distribution graph to remind the user of frequently-occurring faults.
Optionally, after the step of generating a fault handling policy according to the fault detection report and performing fault handling according to the fault handling policy and the fault detection report, the client further includes:
the client acquires a plurality of fault processing process images and/or a plurality of fault processing process videos, classifies and stores the fault processing process images and/or the fault processing process videos to acquire a fault processing process data set, and sends the fault processing process data set to the merchant terminal so that the merchant terminal can perform user standardized evaluation on the fault processing process data set to acquire a user maintenance evaluation result; or
The method comprises the steps that a failure maintenance data set is obtained by a merchant, a technician standardization evaluation and a service evaluation of a service shop are carried out according to the failure maintenance data set to obtain a technician maintenance evaluation result and a service evaluation result of the service shop, and the technician maintenance evaluation result and the service evaluation result of the service shop are sent to a client side to be checked; or sending the fault maintenance data set to the client, so that the client performs technician opinion evaluation and maintenance shop opinion evaluation according to the fault maintenance data set to obtain a technician opinion evaluation result and a maintenance shop opinion evaluation result, and sending the technician opinion evaluation result and the maintenance shop opinion evaluation result to the merchant terminal for optimization.
Optionally, after the steps of performing a technician standardized evaluation and a service shop evaluation according to the failure repair data set to obtain a technician service evaluation result and a service shop evaluation result, and sending the technician service evaluation result and the service shop evaluation result to the client for viewing, the method further includes:
and the client selects a technician to carry out vehicle maintenance according to the technician maintenance evaluation result.
Optionally, after the steps of performing a technician standardized evaluation and a service shop evaluation according to the failure repair data set to obtain a technician service evaluation result and a service shop evaluation result, and sending the technician service evaluation result and the service shop evaluation result to the client for viewing, the method further includes:
and the client selects a maintenance shop to perform vehicle maintenance according to the service evaluation result of the maintenance shop.
Optionally, after the step of generating a fault handling policy according to the fault detection report and performing fault handling according to the fault handling policy and the fault detection report, the client further includes:
the client side obtains a fault processing process data set, determines a fault maintenance problem according to the fault processing process data set, and sends the fault maintenance problem to the merchant side so that the merchant side can communicate with the current vehicle user on line according to the fault maintenance problem; or
The business user side obtains a fault maintenance data set, determines a fault handling problem according to the fault maintenance data set, and sends the fault handling problem to the client side, so that the client side can communicate with a maintenance technician on line according to the fault handling problem.
Further, to achieve the above object, the present invention also proposes a vehicle failure handling system including:
the client is used for acquiring a fault position image of the current vehicle, analyzing the fault position image and acquiring vehicle fault information;
the client is further used for sending the vehicle fault information to a merchant terminal so that the merchant terminal analyzes the vehicle fault information and feeds back a fault detection report;
and the client is also used for generating a fault processing strategy according to the fault detection report and carrying out fault processing according to the fault processing strategy and the fault detection report.
Optionally, the client is further configured to send the fault processing result to the merchant end, so that the merchant end analyzes the fault processing result to obtain fault maintenance information;
and the business user side is used for determining a vehicle front fault sequencing result according to the fault maintenance information and feeding back a technical developer to carry out quality improvement work according to the front fault sequencing result.
Optionally, the merchant side is further configured to obtain a vehicle identification code of the current vehicle, and determine fault location information and fault time information of the current vehicle according to a fault processing result;
the business user terminal is also used for generating a fault area statistical chart according to the vehicle identification code and the fault position information and generating a fault time distribution chart according to the vehicle identification code and the fault time information;
the business user terminal is further used for sending the fault area statistical graph and the fault time distribution graph to the client terminal, determining a key problem area customized use criterion according to the fault area statistical graph to remind a user of frequent faults, and customizing the use criterion according to a problem time distribution result in the fault time distribution graph to remind the user of frequent faults.
The method comprises the steps of firstly obtaining a fault position image of a current vehicle, analyzing the fault position image to obtain vehicle fault information, then sending the vehicle fault information to a business terminal so that the business terminal analyzes the vehicle fault information and feeds back a fault detection report, then generating a fault processing strategy according to the fault detection report, and carrying out fault processing according to the fault processing strategy and the fault detection report. According to the invention, the vehicle fault information is only analyzed and fed back by the merchant terminal, the fault processing strategy is generated according to the fault detection report, and the fault processing is carried out according to the fault processing strategy and the fault detection report, so that the maintenance process is transparent, and the wrong report and the missing report of key maintenance information of maintenance workers are avoided. Meanwhile, the system can remotely assist the owner to repair the vehicle, so that the owner can be prevented from placing the vehicle in a repair shop for repair every time, and the repair efficiency is improved.
Drawings
FIG. 1 is a schematic flow chart diagram of a first embodiment of a vehicle fault handling method of the present invention;
FIG. 2 is a schematic flow chart diagram of a vehicle fault handling method according to a second embodiment of the present invention;
fig. 3 is a block diagram showing the configuration of a first embodiment of the vehicle failure processing system of the 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 embodiment of the invention provides a vehicle fault processing method, and referring to fig. 1, fig. 1 is a schematic flow chart of a first embodiment of the vehicle fault processing method.
In this embodiment, the vehicle fault processing method includes the following steps:
step S10: the client acquires a fault position image of the current vehicle, analyzes the fault position image and acquires vehicle fault information.
It is easy to understand that the execution subject of the embodiment may be a vehicle failure processing device having functions of image processing, data processing, network communication, program operation, and the like, or may be other computer devices having similar functions, and the embodiment is not limited thereto, where the vehicle failure processing device may be an application program built in a client, and the application program is taken as an example for the embodiment and the following embodiments to be described. The application program may receive the failure location image and the failure detection report fed back by the merchant terminal, and the like, which is not limited in this embodiment.
It can be understood that the fault location image may be a fault point image of a current vehicle captured by an application program built in the client using a camera, or may be a fault point image locally stored by the client; the vehicle fault information comprises a system name, a fault piece figure number, a fault code, historical fault information related to a fault part name and the like.
Further, in order to reduce the workload of maintenance shop personnel, make the maintenance service clear and transparent, obtain a fault portion image of the current vehicle, analyze the fault portion image, before the step of obtaining vehicle fault information, the human face image of the current vehicle user needs to be collected and processed to obtain human face feature information, then obtain the driver identity information from the local, obtain the identity image feature information according to the driver identity information, then judge whether the human face feature information is consistent with the identity image feature information, when the human face feature information is consistent with the identity image feature information, obtain the fault portion image of the current vehicle, analyze the fault portion image, obtain vehicle fault information, and the like.
The driver identity information may be the identity card information of the current vehicle user, and may also be the driver license information, and the like, which is not limited in this embodiment.
The method for processing the face image to obtain the face feature information may be that the face image is processed to obtain a size space of the face image, then key points of the face image are determined according to the size space, the key points are subjected to least square fitting to obtain scale information and coordinate information of the key points, and the face feature information and the like are determined according to the scale information and the coordinate information.
In the specific implementation, a face image of a vehicle user is collected, and identity verification is performed on the face image information according to driver identity information built in an application program, wherein the identity verification mode can be Scale-invariant feature transform (SIFT) processing is performed on the face image to obtain a size space of the face image, key points of the face image are determined according to the size space, least square fitting is performed on the key points to obtain Scale information and coordinate information of the key points, face feature information is determined according to the Scale information and the coordinate information, an identity image is obtained according to the driver identity information, identity image feature information is obtained according to the identity image, and finally the face feature information and the identity image feature information are matched to obtain an identity verification result and the like.
It should be noted that the scale-invariant feature transformation is a description used in the field of image processing, the description has scale invariance, is a local feature descriptor and the like, and can detect a key point in an image, and the authentication result can be an authentication success or an authentication failure, and the embodiment is not limited.
It can be understood that the identity image is obtained according to the identity information of the driver, and then the identity image feature information is obtained according to the identity image in a processing mode of obtaining the identity image feature information according to the identity image through the scale-invariant feature transformation processing, so that the identity image feature information and the like are obtained.
In this embodiment, when a current vehicle user starts an after-sales application, a vehicle identification code or driver identity information is obtained, then a collected face image is identified according to the driver identity information, after the face identification is successful, a current maintenance record can be automatically created according to the driver identity information and the vehicle identification code, then the user is automatically reminded to open an after-sales application online tracking service, so as to record the state of parts (before maintenance, during maintenance and after maintenance) and the photographing uploading of technicians in the maintenance process in real time, finally, a diagnosis function is automatically connected and reads a fault code, and an uploading fault code platform is provided, a fault part image of the current vehicle is obtained without the diagnosis function, and the fault part image is analyzed, so that vehicle fault information and the like are obtained.
Step S20: and the client sends the vehicle fault information to a merchant terminal so that the merchant terminal analyzes the vehicle fault information and feeds back a fault detection report.
The client sends the vehicle fault information to the merchant terminal, the merchant terminal can intelligently match the professional engineer when receiving the vehicle fault information, then the engineer can analyze the vehicle fault information and obtain a fault solution, namely a fault detection report, and then the merchant terminal sends the obtained fault detection report to the client and the like, wherein the fault detection report can exist in the form of a fault detection code or in the form of Chinese, and the like, and the embodiment is not limited.
Step S30: and the client generates a fault processing strategy according to the fault detection report and processes the fault according to the fault processing strategy and the fault detection report.
The failure processing policy can be understood as that the client determines whether a failure detection report needs to be sent to the user, where the failure processing policy includes a failure processing level, a failure detection report, and the like.
Further, in order to ensure the accuracy of the fault detection report, the step of generating the fault handling policy according to the fault detection report may be that an application program built in the client analyzes the fault detection report to obtain a fault elimination policy, extracts a second fault factor in the fault elimination policy, and determines whether the first fault factor is consistent with the second fault factor, when the first fault factor is consistent with the second fault factor, the fault self-repairing level is determined according to the fault elimination policy, and the fault handling policy and the like are generated according to the fault self-repairing level and the fault elimination policy, where the first fault factor may be a fault problem provided by a user, and the second fault factor is a fault problem solved by the fault detection report, and the embodiment is not limited.
Assuming that a fault detection report exists in a code form, when a client receives the fault detection report, the fault detection report needs to be converted into a Chinese mode to serve as a fault removal strategy, then whether a first fault factor is consistent with a second fault factor is judged, when the first fault factor is consistent with the second fault factor, a fault self-repair grade is determined according to the fault removal strategy, and if the self-repair grade is 10 grades, and the highest grade, a fault processing strategy is generated according to the fault self-repair grade, the fault removal strategy, a vehicle fault repair suggestion and the like.
The vehicle fault repair suggestion may be a suggestion that the user self-repairs or a suggestion that the user go to a repair point for repair, and the like, and the embodiment is not limited.
The step of determining the self-repair level according to the fault removal strategy may be determining the self-repair flow according to the fault removal strategy, determining a corresponding fault flow weight value according to each fault self-repair flow, selecting a maximum fault flow weight value from the plurality of fault flow weight values, and determining the self-repair level according to the maximum fault flow weight value, where the self-repair level may be defined by a technician at the customer premises.
The self-repair fault process can be understood as a step of a user for repairing a fault, a plurality of fault repair steps exist in the self-repair fault process, each repair step corresponds to one fault process weight value, if 3 fault repair steps exist in the self-repair fault process, the fault process weight values corresponding to the fault repair steps are respectively 10, 3 and 5, when the fault process weight value is 10, the corresponding self-repair fault level is 10, the level is higher, and a fault processing strategy can be generated and sent to the user according to the self-repair fault level 10, a fault removing strategy and a maintenance point inspection and development plan of the user.
Assuming that 4 fault repair steps exist in the fault self-repair process, the corresponding fault process weight values of the fault repair steps are respectively 3, 1, 3 and 2, and when the fault process weight value is 3, the corresponding fault self-repair level is 3, the level is lower, and a fault processing strategy can be generated and sent to a user according to the fault self-repair level 3, a fault removal strategy and a user self-repair suggestion.
In the concrete implementation, the maintenance process data is classified and stored according to the system, the function and the like, the data is automatically uploaded to a background for storage after being input at a client end, then, a remote assistance request of a maintenance shop is received according to needs, technical answers and analysis are carried out on line by technicians, if a vehicle is placed in the maintenance shop, the workers in the maintenance shop can record the states of the parts in the maintenance process of the technicians (the states before maintenance, during maintenance and after maintenance) in real time, take pictures and upload the pictures and send the pictures to an application program arranged in the client end, so that a user can check the maintenance process in real time, and the missing report, the false report and the like of information of the maintenance workers are avoided.
In order to facilitate technicians to correct and modify important historical fault problems, fault processing results need to be analyzed to obtain fault maintenance information, vehicle front fault sequencing results are determined according to the fault maintenance information, the important historical fault problems are corrected and modified according to the front fault sequencing results, and the like, namely, background quality experts and Artificial Intelligence (AI) are responsible for analyzing and deleting quality problems, the front problems are regularly combed to provide corresponding data for the technicians to correct and modify, ranking is carried out according to vehicle models and total amount, and the technicians can check maintenance information and the like of all after-sales markets at any time when receiving description of relevant problems.
In order to improve user experience, a merchant terminal obtains a vehicle identification code of a current vehicle, fault position information and fault time information of the current vehicle are determined according to a fault processing result, the merchant terminal generates a fault area statistical chart according to the vehicle identification code and the fault position information, a fault time distribution chart is generated according to the vehicle identification code and the fault time information, the merchant terminal sends the fault area statistical chart and the fault time distribution chart to a client terminal, the merchant terminal can also determine a key problem area customized use criterion according to the fault area statistical chart to remind a user of frequent faults, and the use criterion is customized according to a problem time distribution result in the fault time distribution chart to remind the user of frequent faults.
In the embodiment, the fault position can be automatically recorded, statistical models such as a fault area map and the like are formed, clients, maintenance personnel and technicians are visually fed back, and the use criteria are customized according to key problem areas to remind the users of attention; the method can also automatically record the failure time, form a failure time distribution map, visually feed back clients, maintenance personnel and technicians, customize the use criteria according to the problem time distribution result and remind the users and the like.
The method comprises the steps that a user can also obtain a plurality of fault processing process images and/or a plurality of fault processing process videos uploaded by a client in the vehicle self-repairing process, the fault processing process images and/or the fault processing process videos are stored in a classified mode to obtain a fault processing process data set, and the fault processing process data set is sent to a business user end, so that the business user end carries out user standardized evaluation on the fault processing process data set to obtain a user maintenance evaluation result; and determining a fault maintenance problem according to the fault processing process data set, and sending the fault maintenance problem to the merchant terminal so that the merchant terminal can communicate with the current vehicle user on line according to the fault maintenance problem.
A user sends a vehicle to a maintenance shop, a fault maintenance data set uploaded by a shop side can be obtained in the process of vehicle maintenance in the maintenance shop, the fault maintenance data set comprises a plurality of fault maintenance images and/or a plurality of fault maintenance videos, technician standardization evaluation and maintenance shop service evaluation are carried out according to the fault maintenance data set to obtain a technician maintenance evaluation result and a maintenance shop service evaluation result, and the technician maintenance evaluation result and the maintenance shop service evaluation result are sent to a client side for checking; or sending the fault maintenance data set to the client so that the client performs technician opinion evaluation and maintenance shop opinion evaluation according to the fault maintenance data set to obtain a technician opinion evaluation result and a maintenance shop opinion evaluation result, and sending the technician opinion evaluation result and the maintenance shop opinion evaluation result to the merchant terminal for optimization;
the client can select a technician to carry out vehicle maintenance according to the technician maintenance evaluation result; the client can also select a maintenance shop to perform vehicle maintenance and the like according to the service evaluation result of the maintenance shop.
The business side can also obtain a fault maintenance data set, determine a fault handling problem according to the fault maintenance data set, and send the fault handling problem to the client side, so that the client side can communicate with maintenance technicians on line according to the fault handling problem.
In the specific implementation, in order to improve the customer satisfaction and enable the customer to know the service levels of a maintenance technician and a maintenance shop, the technical service can be automatically graded according to the service standard in the whole maintenance process, the existing problem points are pointed out, and the evaluation result is pushed to the customer; the service station maintenance standardized evaluation can be automatically generated according to the maintenance process and the historical maintenance result, the advanced samples are automatically associated, and the samples are compared, packed and pushed to the client; the customer can also consult the progress, can carry out on-line communication confirmation aiming at maintenance problems, inquire maintenance information suggestions and the like so as to improve the satisfaction degree of the user.
In this embodiment, a fault location image of a current vehicle is first obtained, the fault location image is analyzed to obtain vehicle fault information, then the vehicle fault information is sent to a business terminal, so that the business terminal analyzes the vehicle fault information and feeds back a fault detection report, then a fault processing strategy is generated according to the fault detection report, and fault processing is performed according to the fault processing strategy and the fault detection report. In the embodiment, only the merchant end is required to analyze the vehicle fault information and feed back the fault detection report, then the fault processing strategy is generated according to the fault detection report, and the fault processing is performed according to the fault processing strategy and the fault detection report, so that the maintenance process is transparent, and the situation that a maintenance worker misrereports and fails to report key maintenance information is avoided. Meanwhile, the remote auxiliary car owner can remotely assist the car owner to repair the car slightly, the car owner is prevented from placing the car into a repair shop for repair at every time, and the repair efficiency is improved.
Referring to fig. 2, fig. 2 is a flowchart illustrating a vehicle fault handling method according to a second embodiment of the present invention.
Based on the first embodiment, in this embodiment, after step S30, the method further includes:
step S40: and the client sends the fault processing result to the merchant terminal so that the merchant terminal analyzes the fault processing result to obtain fault maintenance information, determines a vehicle front fault sorting result according to the fault maintenance information, and feeds back a technical developer to carry out quality improvement work according to the front fault sorting result.
In the implementation, the fault processing result can be sent to the business user side, so that the business user side analyzes the fault processing result to obtain fault maintenance information, and a vehicle front-position fault sequencing result is determined according to the fault maintenance information, so that the business user side feeds the result back to a vehicle technology developer to guide the follow-up quality improvement direction.
The front fault sorting result can be a fault sorting result which is obtained by classifying the client according to the vehicle type and the vehicle fault, then obtaining the total number of times of the fault of each vehicle according to the classification result, sorting according to the total number of times of the fault of each vehicle from high to low, and the like.
In order to be convenient for technical staff to correct historical maintenance problems, a background quality specialist and Artificial Intelligence (AI) at a merchant end are required to be responsible for analyzing and deleting quality problems, previous problems are regularly combed to provide corresponding data for the technical staff to correct and correct the problems, the technical staff are ranked according to vehicle types and total amount, and the technical staff can check historical maintenance information of all after-sales markets and the like by entering a system at any time when receiving description of related problems.
In order to cultivate good vehicle usage habits of users and reduce the occurrence of faults, a vehicle identification code of a current vehicle can be obtained, fault position information and fault time information of the current vehicle are determined according to a fault processing result, a fault area statistical chart is generated according to the vehicle identification code and the fault position information, a fault time distribution chart is generated according to the vehicle identification code and the fault time information, the fault area statistical chart and the fault time distribution chart are sent to a merchant terminal, so that the merchant terminal determines a key fault area chart according to the fault area statistical chart, a first customized vehicle usage suggestion is generated according to the key fault area chart, a second customized vehicle usage suggestion is generated according to the fault time distribution chart, and the users are reminded to cultivate good vehicle usage habits and reduce the occurrence of faults frequently or in special time periods.
In the embodiment, the fault position can be automatically recorded, statistical models such as a fault area map and the like are formed, clients, maintenance personnel and technicians are visually fed back, and the use criteria are customized according to key problem areas to remind the users of attention; the failure time can be automatically recorded, a story time distribution map is formed, clients, maintenance personnel and technicians are visually fed back, and the use criteria are customized according to the problem time distribution result to remind the users and the like.
The method comprises the steps that a user can also obtain a plurality of fault processing process images and/or a plurality of fault processing process videos uploaded by a client in the vehicle self-repairing process, the fault processing process images and/or the fault processing process videos are stored in a classified mode to obtain a fault processing process data set, and the fault processing process data set is sent to a business user end, so that the business user end carries out user standardized evaluation on the fault processing process data set to obtain a user maintenance evaluation result; and determining a fault maintenance problem according to the fault processing process data set, and sending the fault maintenance problem to the merchant terminal so that the merchant terminal can communicate with the current vehicle user on line according to the fault maintenance problem.
A user sends a vehicle to a maintenance shop, a fault maintenance data set uploaded by a shop side can be obtained in the process of vehicle maintenance in the maintenance shop, the fault maintenance data set comprises a plurality of fault maintenance images and/or a plurality of fault maintenance videos, technician standardization evaluation and maintenance shop service evaluation are carried out according to the fault maintenance data set to obtain a technician maintenance evaluation result and a maintenance shop service evaluation result, and the technician maintenance evaluation result and the maintenance shop service evaluation result are sent to a client side for checking; or sending the fault maintenance data set to the client so that the client performs technician opinion evaluation and maintenance shop opinion evaluation according to the fault maintenance data set to obtain a technician opinion evaluation result and a maintenance shop opinion evaluation result, and sending the technician opinion evaluation result and the maintenance shop opinion evaluation result to the merchant terminal for optimization;
the client can select a technician to carry out vehicle maintenance according to the technician maintenance evaluation result; the client can also select a maintenance shop to perform vehicle maintenance and the like according to the service evaluation result of the maintenance shop.
The business side can also obtain a fault maintenance data set, determine a fault handling problem according to the fault maintenance data set, and send the fault handling problem to the client side, so that the client side can communicate with maintenance technicians on line according to the fault handling problem.
In the specific implementation, in order to improve the customer satisfaction and enable the customer to know the service levels of a maintenance technician and a maintenance shop, the technical service can be automatically graded according to the service standard in the whole maintenance process, the existing problem points are pointed out, and the evaluation result is pushed to the customer; the service station maintenance standardized evaluation can be automatically generated according to the maintenance process and the historical maintenance result, the advanced samples are automatically associated, and the samples are compared, packed and pushed to the client; the customer can also consult the progress, can carry out on-line communication confirmation aiming at maintenance problems, inquire maintenance information suggestions and the like so as to improve the satisfaction degree of the user.
In the embodiment, the fault processing result is firstly sent to the business terminal, so that the business terminal analyzes the fault processing result to obtain the fault maintenance information, the vehicle front fault sorting result is determined according to the fault maintenance information, and the fault maintenance information is rectified according to the front fault sorting result, thereby improving the processing efficiency and quality of technicians for difficult problems.
Referring to fig. 3, fig. 3 is a block diagram showing the configuration of a first embodiment of the vehicle failure processing system of the present invention.
As shown in fig. 3, a vehicle fault handling system according to an embodiment of the present invention includes:
the client 3001 is configured to obtain a fault location image of a current vehicle, analyze the fault location image, and obtain vehicle fault information;
the client 3001 is further configured to send the vehicle fault information to a merchant terminal 3002, so that the merchant terminal 3002 analyzes the vehicle fault information and feeds back a fault detection report;
the client 3001 is further configured to generate a fault handling policy according to the fault detection report, and perform fault handling according to the fault handling policy and the fault detection report.
In this embodiment, a fault location image of a current vehicle is first obtained, the fault location image is analyzed to obtain vehicle fault information, then the vehicle fault information is sent to a business terminal, so that the business terminal analyzes the vehicle fault information and feeds back a fault detection report, then a fault processing strategy is generated according to the fault detection report, and fault processing is performed according to the fault processing strategy and the fault detection report. In the embodiment, only the merchant end is required to analyze the vehicle fault information and feed back the fault detection report, then the fault processing strategy is generated according to the fault detection report, and the fault processing is performed according to the fault processing strategy and the fault detection report, so that the maintenance process is transparent, and the situation that a maintenance worker misrereports and fails to report key maintenance information is avoided. Meanwhile, the remote auxiliary car owner can remotely assist the car owner to repair the car slightly, the car owner is prevented from placing the car into a repair shop for repair at every time, and the repair efficiency is improved.
Further, the client 3001 is further configured to send a fault processing result to the merchant terminal 3001, so that the merchant terminal 3001 analyzes the fault processing result to obtain fault maintenance information;
the merchant terminal 3002 is configured to determine a vehicle front fault ranking result according to the fault maintenance information, and feed back a technical developer to perform quality improvement work according to the front fault ranking result.
Further, the merchant terminal 3002 is further configured to obtain a vehicle identification code of the current vehicle, and determine fault location information and fault time information of the current vehicle according to a fault processing result;
the merchant terminal 3002 is further configured to generate a fault area statistical map according to the vehicle identification code and the fault location information, and generate a fault time distribution map according to the vehicle identification code and the fault time information;
the merchant terminal 3002 is further configured to send the failure region statistical map and the failure time distribution map to the client terminal 3001, determine a key problem region customized usage criterion according to the failure region statistical map to remind a user of frequent failures, and customize the usage criterion according to a problem time distribution result in the failure time distribution map to remind the user of frequent failures.
Further, the client 3001 is further configured to obtain a plurality of fault handling process images and/or a plurality of fault handling process videos, perform classified storage on the plurality of fault handling process images and/or the plurality of fault handling process videos to obtain a fault handling process data set, and send the fault handling process data set to the merchant terminal, so that the merchant terminal performs user standardized evaluation on the fault handling process data set to obtain a user maintenance evaluation result; or
The merchant terminal 3002 is further configured to obtain a fault repair data set, where the fault repair data set includes a plurality of fault repair images and/or a plurality of fault repair videos, perform technician standardization evaluation and repair shop service evaluation according to the fault repair data set to obtain a technician repair evaluation result and a repair shop service evaluation result, and send the technician repair evaluation result and the repair shop service evaluation result to the client for viewing; or sending the fault maintenance data set to the client, so that the client performs technician opinion evaluation and maintenance shop opinion evaluation according to the fault maintenance data set to obtain a technician opinion evaluation result and a maintenance shop opinion evaluation result, and sending the technician opinion evaluation result and the maintenance shop opinion evaluation result to the merchant terminal for optimization.
Further, the client 3001 is further configured to select a technician for vehicle maintenance according to the technician maintenance evaluation result.
Further, the client 3001 is further configured to select a repair shop for vehicle repair according to the service evaluation result of the repair shop.
Further, the client 3001 is further configured to obtain a fault handling process data set, determine a fault maintenance problem according to the fault handling process data set, and send the fault maintenance problem to the merchant terminal 3002, so that the merchant terminal 3002 performs online communication with the current vehicle user according to the fault maintenance problem; or
The merchant terminal 3002 is further configured to obtain a fault maintenance data set, determine a fault handling problem according to the fault maintenance data set, and send the fault handling problem to the client terminal 3001, so that the client terminal 3001 communicates with a maintenance technician on line according to the fault handling problem.
Other embodiments or specific implementation manners of the vehicle fault handling system of the present invention may refer to the above method embodiments, and are not described herein again.
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 system 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 system. 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 system that comprises the element.
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.
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 solutions of the present invention may be embodied in the form of a software product, which is stored in a storage medium (e.g., a rom/ram, a magnetic disk, an optical disk) 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 (10)
1. A vehicle fault handling method, characterized by comprising:
the method comprises the steps that a client side obtains a fault position image of a current vehicle, analyzes the fault position image and obtains vehicle fault information;
the client side sends the vehicle fault information to a merchant side so that the merchant side analyzes the vehicle fault information and feeds back a fault detection report;
and the client generates a fault processing strategy according to the fault detection report and processes the fault according to the fault processing strategy and the fault detection report.
2. The method of claim 1, wherein after the step of generating a fault handling policy based on the fault detection report and performing fault handling on the current vehicle based on the fault handling policy and the fault detection report, the method further comprises:
the client sends the fault processing result to the merchant terminal so that the merchant terminal analyzes the fault processing result to obtain fault maintenance information;
and the commercial tenant terminal determines a vehicle front fault sorting result according to the fault maintenance information and feeds back a technical developer to carry out quality improvement work according to the front fault sorting result.
3. The method of claim 1, wherein after the steps of generating a failure handling policy according to the failure detection report and performing failure handling according to the failure handling policy and the failure detection report, the client further comprises:
the merchant side acquires the vehicle identification code of the current vehicle, and determines the fault position information and the fault time information of the current vehicle according to the fault processing result;
the merchant terminal generates a fault area statistical chart according to the vehicle identification code and the fault position information, and generates a fault time distribution chart according to the vehicle identification code and the fault time information;
and the business user side sends the fault area statistical graph and the fault time distribution graph to the client side, determines a key problem area customized use criterion according to the fault area statistical graph to remind a user of frequently-occurring faults, and customizes the use criterion according to a problem time distribution result in the fault time distribution graph to remind the user of frequently-occurring faults.
4. The method of claim 1, wherein after the steps of generating a failure handling policy according to the failure detection report and performing failure handling according to the failure handling policy and the failure detection report, the client further comprises:
the client acquires a plurality of fault processing process images and/or a plurality of fault processing process videos, classifies and stores the fault processing process images and/or the fault processing process videos to acquire a fault processing process data set, and sends the fault processing process data set to the merchant terminal so that the merchant terminal can perform user standardized evaluation on the fault processing process data set to acquire a user maintenance evaluation result; or
The method comprises the steps that a failure maintenance data set is obtained by a merchant, a technician standardization evaluation and a service evaluation of a service shop are carried out according to the failure maintenance data set to obtain a technician maintenance evaluation result and a service evaluation result of the service shop, and the technician maintenance evaluation result and the service evaluation result of the service shop are sent to a client side to be checked; or sending the fault maintenance data set to the client, so that the client performs technician opinion evaluation and maintenance shop opinion evaluation according to the fault maintenance data set to obtain a technician opinion evaluation result and a maintenance shop opinion evaluation result, and sending the technician opinion evaluation result and the maintenance shop opinion evaluation result to the merchant terminal for optimization.
5. The method of claim 4, wherein after the steps of performing a technician standardized evaluation and a service shop evaluation from the faulty repair data set to obtain a technician service evaluation result and a service shop evaluation result, and sending the technician service evaluation result and the service shop evaluation result to the client for viewing, further comprising:
and the client selects a technician to carry out vehicle maintenance according to the technician maintenance evaluation result.
6. The method of claim 4, wherein after the steps of performing a technician standardized evaluation and a service shop evaluation from the faulty repair data set to obtain a technician service evaluation result and a service shop evaluation result, and sending the technician service evaluation result and the service shop evaluation result to the client for viewing, further comprising:
and the client selects a maintenance shop to perform vehicle maintenance according to the service evaluation result of the maintenance shop.
7. The method of claim 1, wherein after the steps of generating a failure handling policy according to the failure detection report and performing failure handling according to the failure handling policy and the failure detection report, the client further comprises:
the client side obtains a fault processing process data set, determines a fault maintenance problem according to the fault processing process data set, and sends the fault maintenance problem to the merchant side so that the merchant side can communicate with the current vehicle user on line according to the fault maintenance problem; or
The business user side obtains a fault maintenance data set, determines a fault handling problem according to the fault maintenance data set, and sends the fault handling problem to the client side, so that the client side can communicate with a maintenance technician on line according to the fault handling problem.
8. A vehicle fault handling system, characterized in that the vehicle fault handling system comprises:
the client is used for acquiring a fault position image of the current vehicle, analyzing the fault position image and acquiring vehicle fault information;
the client is further used for sending the vehicle fault information to a merchant terminal so that the merchant terminal analyzes the vehicle fault information and feeds back a fault detection report;
and the client is also used for generating a fault processing strategy according to the fault detection report and carrying out fault processing according to the fault processing strategy and the fault detection report.
9. The system of claim 8, wherein the client is further configured to send the fault processing result to the merchant terminal, so that the merchant terminal analyzes the fault processing result to obtain fault maintenance information;
and the business user side is used for determining a vehicle front fault sequencing result according to the fault maintenance information and feeding back a technical developer to carry out quality improvement work according to the front fault sequencing result.
10. The system of claim 8, wherein the merchant side is further configured to obtain a vehicle identification code of the current vehicle, and determine fault location information and fault time information of the current vehicle according to a fault processing result;
the business user terminal is also used for generating a fault area statistical chart according to the vehicle identification code and the fault position information and generating a fault time distribution chart according to the vehicle identification code and the fault time information;
the business user terminal is further used for sending the fault area statistical graph and the fault time distribution graph to the client terminal, determining a key problem area customized use criterion according to the fault area statistical graph to remind a user of frequent faults, and customizing the use criterion according to a problem time distribution result in the fault time distribution graph to remind the user of frequent faults.
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