CN113298330A - Service processing method, device and storage medium - Google Patents
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Abstract
The invention provides a service processing method, equipment and a storage medium, in the scheme, wearable equipment is configured at an engineer end for performing service, and in the process of serving a user, a server sends an instruction to the wearable equipment to acquire service field data of the engineer on a service field, so that whether the service field is abnormal or not can be analyzed, and the service field can be effectively supervised by the method to ensure the service quality. Meanwhile, the on-site data can be acquired in real time, and the orders with abnormal service can be processed in time.
Description
Technical Field
The present invention relates to the field of internet technologies, and in particular, to a service processing method, device, and storage medium.
Background
With the development of various household devices and household electrical appliances, various types of devices are increasingly used in the life of users, and a common user cannot master the installation and maintenance knowledge of all household devices, so that a special installation or maintenance engineer is required to provide services for the user.
In the prior art, taking a home appliance as an example, when a user purchases the home appliance or needs to maintain the home appliance, the user may reserve a corresponding installation service or maintenance service by using a telephone or a network. The system receiving the corresponding service arranges a special engineer to provide service for the user according to the time arrangement of an installation or maintenance engineer, the geographic position and other information, the engineer provides the corresponding service for the user at the home within the reserved time, and corresponding cost is charged according to the actual service condition.
However, during actual installation or maintenance service, the inventors have found that the following problems exist in the prior art solutions: because the system is not supported by an information recording tool, the user has little knowledge of the professional knowledge of installation and maintenance, so that the service site lacks effective supervision and information is asymmetric, and the quality of installation or maintenance service cannot be guaranteed.
Disclosure of Invention
The embodiment of the invention provides a service processing method, equipment and a storage medium, and aims to solve the problems that in the prior art, a system is not supported by an information recording tool, a user has little knowledge about installation and maintenance professional knowledge, so that a service field is lack of effective supervision, information is asymmetric, and the quality of installation or maintenance service cannot be guaranteed.
In a first aspect, an embodiment of the present invention provides a service processing method, which is applied to a server, and the method includes:
receiving a confirmation message sent by a service client, wherein the confirmation message is used for confirming that an engineer reaches the position of a user requesting service;
according to the confirmation message, sending a field data acquisition instruction to the wearable equipment worn by the engineer;
receiving service field data sent by the wearable device;
and analyzing and processing the service field data to determine whether the service is abnormal.
In a specific embodiment, if it is determined that there is an abnormality in the service, the method further includes:
carrying out abnormal marking on the service order corresponding to the service;
alternatively, the first and second electrodes may be,
and pushing service abnormity prompt information.
In a specific embodiment, the sending, according to the confirmation message, a field data acquisition instruction to a wearable device worn by the engineer includes:
acquiring the identity information of the engineer according to the confirmation message;
acquiring an identifier of the wearable device according to a preset incidence relation between the identifier of the wearable device and the identity information of an engineer;
and sending a field data acquisition instruction to the wearable device based on the identification of the wearable device.
In a specific embodiment, if the field data obtaining instruction includes a location obtaining instruction, the receiving service field data sent by the wearable device includes:
and receiving the position information sent by the wearable device, wherein the position information comprises the position of the engineer to which the wearable device belongs, which is acquired by the wearable device through GPS positioning, and the service site data comprises the position information.
In a specific embodiment, the analyzing and processing the service field data to determine whether there is an abnormality in the service includes:
and if the position information is not matched with the position of the user requesting the service, determining that the service is abnormal.
In a specific embodiment, the field data obtaining instruction includes a physiological data obtaining instruction, and the receiving service field data sent by the wearable device includes:
receiving physiological data sent by the wearable device, wherein the physiological data is data obtained by the wearable device collecting physiological characteristics during the service of the engineer, and the service site data comprises the physiological data.
In a specific embodiment, the analyzing and processing the service field data to determine whether there is an abnormality in the service includes:
if the physiological data is analyzed and the physiological indexes of the engineer are determined to be abnormal, determining that the service is abnormal;
wherein the physiological data comprises at least one of: heart rate, pulse, body temperature, respiratory rate.
In a specific embodiment, if the field data obtaining instruction includes a recording obtaining instruction, the receiving service field data sent by the wearable device includes:
receiving a live recording sent by the wearable device, wherein the live recording is audio data acquired by the wearable device during engineer service, and the service live data comprises the live recording.
In a specific embodiment, the analyzing and processing the service field data to determine whether there is an abnormality in the service includes:
converting the field recording to obtain character information;
and analyzing and processing the character information based on semantic understanding to determine whether the service is abnormal.
In a specific embodiment, the receiving service presence data sent by the wearable device includes:
receiving an abnormal service signal sent by the wearable device, wherein the false service signal is an abnormal signal determined by the wearable device based on detected physiological data of an engineer and/or live audio data, and wherein the service live data comprises the abnormal service signal;
correspondingly, the analyzing and processing the service field data to determine whether the service is abnormal includes:
and determining that the service is abnormal according to the abnormal service signal.
In a second aspect, an embodiment of the present invention provides a service processing method, which is applied to a wearable device, and the method includes:
receiving a field data acquisition instruction sent by a server;
acquiring service field data according to the field data acquisition instruction; the service site data is data obtained by detecting the site and/or an engineer wearing the wearable device by the wearable device;
and sending the service field data to the server.
In a specific embodiment, the acquiring the field data includes acquiring a location, and acquiring the service field data according to the acquiring the field data includes:
and starting a GPS function to position according to the position acquisition instruction, and acquiring the position information of the wearable device, wherein the service site data comprises the position information.
In one embodiment, the acquiring the field data includes acquiring physiological data, and acquiring the service field data according to the field data acquiring instruction includes:
starting a corresponding physiological detection function according to the physiological data acquisition instruction, and acquiring physiological data of a user wearing the wearable device, wherein the service site data comprises the physiological data;
wherein the physiological data comprises at least one of: heart rate, pulse, body temperature, respiratory rate.
In a specific embodiment, the acquiring the field data includes an audio recording acquiring instruction, and acquiring the service field data according to the field data acquiring instruction includes:
and starting a recording function according to the recording acquisition instruction, and acquiring the audio data of the service site where the wearable equipment is located, wherein the service site data comprises the audio data.
In a specific embodiment, the acquiring service field data according to the field data acquiring instruction includes:
starting a physiological detection function and/or a recording function of the wearable equipment, and acquiring physiological data of a user wearing the wearable equipment and/or audio data of a service site;
analyzing and determining whether the physiological state of the user is abnormally changed according to the physiological data and/or the audio data;
and if the abnormal change exists, generating an abnormal service signal, wherein the service field data comprises the abnormal service signal.
In a third aspect, an embodiment of the present invention provides a server, including:
the system comprises a first receiving module, a second receiving module and a third receiving module, wherein the first receiving module is used for receiving a confirmation message sent by a service client, and the confirmation message is used for confirming that an engineer reaches the position of a user requesting service;
the sending module is used for sending a field data acquisition instruction to the wearable equipment worn by the engineer according to the confirmation message;
the second receiving module is used for receiving service field data sent by the wearable device;
and the processing module is used for analyzing and processing the service field data and determining whether the service is abnormal or not.
Optionally, if it is determined that the service is abnormal, the processing module is further configured to:
carrying out abnormal marking on the service order corresponding to the service;
alternatively, the first and second electrodes may be,
and pushing service abnormity prompt information.
Optionally, the processing module is further configured to:
acquiring the identity information of the engineer according to the confirmation message;
acquiring an identifier of the wearable device according to a preset incidence relation between the identifier of the wearable device and the identity information of an engineer;
the sending module is specifically configured to send a field data acquisition instruction to the wearable device based on the identifier of the wearable device.
Optionally, the field data acquiring instruction includes a position acquiring instruction, and the second receiving module is specifically configured to:
and receiving the position information sent by the wearable device, wherein the position information comprises the position of the engineer to which the wearable device belongs, which is acquired by the wearable device through GPS positioning, and the service site data comprises the position information.
Optionally, the processing module is specifically configured to:
and if the position information is not matched with the position of the user requesting the service, determining that the service is abnormal.
Optionally, the field data acquiring instruction includes a physiological data acquiring instruction, and the second receiving module is specifically configured to:
receiving physiological data sent by the wearable device, wherein the physiological data is data obtained by the wearable device collecting physiological characteristics during the service of the engineer, and the service site data comprises the physiological data.
Optionally, the processing module is specifically configured to:
if the physiological data is analyzed and the physiological indexes of the engineer are determined to be abnormal, determining that the service is abnormal;
wherein the physiological data comprises at least one of: heart rate, pulse, body temperature, respiratory rate.
Optionally, the field data obtaining instruction includes a recording obtaining instruction, and the second receiving module is specifically configured to:
receiving a live recording sent by the wearable device, wherein the live recording is audio data acquired by the wearable device during engineer service, and the service live data comprises the live recording.
Optionally, the processing module is specifically configured to:
converting the field recording to obtain character information;
and analyzing and processing the character information based on semantic understanding to determine whether the service is abnormal.
Optionally, the second receiving module is specifically configured to:
receiving an abnormal service signal sent by the wearable device, wherein the false service signal is an abnormal signal determined by the wearable device based on detected physiological data of an engineer and/or live audio data, and wherein the service live data comprises the abnormal service signal;
correspondingly, the processing module is specifically configured to:
and determining that the service is abnormal according to the abnormal service signal.
In a fourth aspect, an embodiment of the present invention provides a wearable device, including:
the receiving module is used for receiving a field data acquisition instruction sent by the server;
the processing module is used for acquiring the service field data according to the field data acquisition instruction; the service site data is data obtained by detecting the site and/or an engineer wearing the wearable device by the wearable device;
and the sending module is used for sending the service field data to the server.
Optionally, the field data acquiring instruction includes a position acquiring instruction, and the processing module is specifically configured to:
and starting a GPS function to position according to the position acquisition instruction, and acquiring the position information of the wearable device, wherein the service site data comprises the position information.
Optionally, the field data acquiring instruction includes a physiological data acquiring instruction, and the processing module is specifically configured to:
starting a corresponding physiological detection function according to the physiological data acquisition instruction, and acquiring physiological data of a user wearing the wearable device, wherein the service site data comprises the physiological data;
wherein the physiological data comprises at least one of: heart rate, pulse, body temperature, respiratory rate.
Optionally, the field data obtaining instruction includes a recording obtaining instruction, and the processing module is specifically configured to:
and starting a recording function according to the recording acquisition instruction, and acquiring the audio data of the service site where the wearable equipment is located, wherein the service site data comprises the audio data.
Optionally, the processing module is specifically configured to:
starting a physiological detection function and/or a recording function of the wearable equipment, and acquiring physiological data of a user wearing the wearable equipment and/or audio data of a service site;
analyzing and determining whether the physiological state of the user is abnormally changed according to the physiological data and/or the audio data;
and if the abnormal change exists, generating an abnormal service signal, wherein the service field data comprises the abnormal service signal.
In a fifth aspect, an embodiment of the present invention provides a server, including:
a receiver, a processor, a transmitter; and the number of the first and second groups,
a memory for storing executable instructions of the processor;
wherein the processor is configured to perform the processing method of the service provided by any of the embodiments of the first aspect via execution of the executable instructions.
In a sixth aspect, an embodiment of the present invention provides a wearable device, including:
the system comprises a receiver, a processor, a transmitter and a data acquisition device; and the number of the first and second groups,
a memory for storing executable instructions of the processor;
wherein the data acquisition device comprises at least one of: the system comprises a GPS positioning module, a sensor for acquiring physiological data and an audio acquisition module;
the processor is configured to perform the processing method of the service provided by any embodiment of the second aspect via execution of the executable instructions.
In a seventh aspect, an embodiment of the present invention provides a storage medium, on which a computer program is stored, where the computer program, when executed by a processor, implements a processing method of a service provided in any one of the embodiments of the first aspect.
In an eighth aspect, an embodiment of the present invention provides a storage medium, on which a computer program is stored, where the computer program, when executed by a processor, implements a processing method of a service provided in any one of the embodiments of the second aspect.
The technical scheme in the embodiment of the invention has the following beneficial effects:
according to the service processing method, the device and the medium provided by the embodiment of the invention, the wearable device is configured at the engineer end for performing service, and the server sends the instruction to the wearable device in the process of serving the user so as to obtain the service field data of the engineer on the service field, so that whether the service field is abnormal or not can be analyzed, and the service field can be effectively supervised by the method, and the service quality is ensured. Meanwhile, the on-site data can be acquired in real time, and the orders with abnormal service can be processed in time.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly introduced below, and it is obvious that the drawings in the following description are some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to these drawings without creative efforts.
Fig. 1 is a schematic diagram of an application scenario of a service processing method according to an embodiment of the present invention;
fig. 2 is a flowchart of a first embodiment of a method for processing a service provided by an embodiment of the present invention;
fig. 3 is a flowchart of a second embodiment of a processing method for services provided by the embodiment of the present invention;
fig. 4 is a schematic general flow chart of a third embodiment of a processing method of a service provided by the embodiment of the present invention;
FIG. 5 is a schematic flowchart of an example of a processing method for a service according to an embodiment of the present invention;
fig. 6 is a schematic general flowchart of another example of a processing method of a service provided by an embodiment of the present invention;
fig. 7 is a schematic general flowchart of another example of a processing method of a service provided by an embodiment of the present invention;
fig. 8 is a schematic general flowchart of another example of a processing method of a service according to an embodiment of the present invention;
fig. 9 is a schematic diagram of a specific implementation manner of a service processing method according to an embodiment of the present invention;
fig. 10 is a schematic structural diagram of a first server according to an embodiment of the present invention;
fig. 11 is a schematic structural diagram of a first wearable device according to an embodiment of the present invention;
fig. 12 is a schematic diagram of an embodiment of a server according to the present invention;
fig. 13 is a schematic diagram of an entity embodiment of a wearable device according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are some, but not all, embodiments of the present invention. All other embodiments based on the embodiments in the present invention, which can be made by those skilled in the art in light of the present disclosure, are within the scope of the present invention.
The terms "first," "second," "third," "fourth," and the like in the description and in the claims, as well as in the drawings, if any, are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used is interchangeable under appropriate circumstances such that the embodiments of the invention described herein are capable of operation in sequences other than those illustrated or described herein. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.
Based on the description of the background art, in the daily life of a user, there are many needs that cannot be completed by the user himself and require special engineer to visit a door for service, such as household electrical appliances, furniture and various devices requiring professional installation and maintenance, and the user himself cannot complete installation or maintenance by himself, however, when the engineer visits the door for service, the service process is not supported by tools for information recording, and meanwhile, the user has little knowledge about the expertise of installation and maintenance, and the service site lacks effective supervision and information is asymmetric, so that the safety and maintenance service becomes a serious disaster area where the consumer complaints false service, and the quality of service cannot be guaranteed, and the user experience is poor. The problems that the user evaluation is not good, a service platform needs to deal with a large amount of complaints, and the user runs off can be caused.
Based on this, the embodiment of the invention provides a service processing method, which can collect real data of an engineer on a service site, and analyze the real data on the site to timely evaluate whether abnormal behaviors exist in the service. The whole thought of this scheme is for the engineer configuration wearable equipment, and this wearable equipment can be directly and service platform's server between be mutual, after the engineer confirms that the position that arrives the user serves, obtains the on-the-spot data of service through wearable equipment, realizes the supervision to the scene, and follow-up follows up the analysis to the on-the-spot data of service, can confirm this service process whether have abnormal problem.
Fig. 1 is a schematic diagram of an application scenario of a service processing method according to an embodiment of the present invention; as shown in fig. 1, in this scenario, the method includes: the system comprises a terminal device at a user end, a server, a wearable device at a service engineer end and a terminal device.
The terminal equipment of the user side and the terminal equipment of the service engineer side can be terminals such as mobile phones, tablet computers and wearable equipment, and can interact with the server.
The wearable equipment of service engineer's end can be intelligent bracelet, intelligent wrist-watch, portable equipment that possesses the calculation function, can carry out radio communication such as intelligent glasses. In the application of the scheme, because the wearable device needs to acquire at least one of audio, physiological data of an engineer, a position and the like, the wearable device also needs to be provided with at least one of an audio acquisition module, a sensor or a GPS positioning module, so that relevant data can be acquired in the application process of a specific scheme.
In addition, in the following embodiment, the wearable device and the terminal device at the engineer side respectively implement their respective functions, and in a specific application, the functions of the wearable device and the terminal device at the engineer side of the service may be integrated in the same device, which is not limited to this scheme.
Based on the above application scenario, the following describes a processing method of the service by using several specific embodiments.
Fig. 2 is a flowchart of a first embodiment of a method for processing a service provided by an embodiment of the present invention; as shown in fig. 2, the method is applied between a server and a wearable device of an engineer, and specifically includes the following steps:
s101: and receiving a confirmation message sent by the service client, wherein the confirmation message is used for confirming that the engineer reaches the position of the user requesting the service.
In this step, when the user needs professional service, the user can select appropriate service to order through the client, that is, the client sends a service order request to a platform (that is, a server) providing the service, and in the process, the user can fill in a service address and a desired service time through interaction between the client and the server. After receiving the order of the user, the server can generate a corresponding service list to be directly distributed to professional engineers, or can distribute the service list to a service provider, the service provider is distributed to the professional service engineers according to the service address and the service type, and the service provider arranges the service engineer to the service address specified by the user for service.
For a service engineer, it is common that a service order is received through a client on a terminal device or a short message, a telephone, or the like, and after the service order is received, a service address where a user needs to service can be reached according to service time specified by the user or negotiated service time, and after the service address is reached, confirmation is performed to confirm that the service has been started on time.
For the server, the server receives a confirmation message sent by the terminal equipment of the engineer end, and determines that the engineer of the service has arrived at the position specified by the user according to the confirmation message.
S102: and sending a field data acquisition instruction to the wearable equipment worn by the engineer according to the confirmation message.
In this step, in order to effectively monitor the service site, the server determines that the engineer arrives at the location of the user, and then sends a control instruction to the wearable device worn by the engineer on the site to acquire data on the site. The server directly sends a field data acquisition instruction to the wearable device, and the field data acquisition instruction is different in data acquired according to needs and can be different instructions. For example: location acquisition instructions, physiological data acquisition instructions, recorded sound acquisition instructions, and the like, the field data acquisition instructions including at least one of these instructions.
For the wearable device, a field data acquisition instruction sent by the server is received, and a corresponding function is started according to the field data acquisition instruction so as to acquire corresponding field data.
S103: and acquiring service field data according to the field data acquisition instruction.
The service site data is data obtained by detecting the site and/or an engineer wearing the wearable device by the wearable device.
In this step, after receiving a field data acquisition instruction from the server, the wearable device starts a corresponding function to acquire service field data, which specifically includes at least one of the following ways, that is, the server may acquire one or more types of data at the same time:
in the mode 1, the field data acquisition instruction includes a position acquisition instruction, and the wearable device starts a positioning function, such as GPS positioning, to acquire the position information of the engineer currently located.
Mode 2, the field data acquisition instruction includes the physiological data acquisition instruction, and then wearable equipment passes through the sensor of relevant collection physiological data, acquires engineer's physiological data, can be following at least one, heart rate, body temperature, pulse, respiratory rate etc..
Mode 3, the field data acquisition instruction includes a recording acquisition instruction, and then the wearable device starts a recording function, records the audio data of the service site to obtain a field recording, and the field recording can be uploaded to the server for multiple times or can be uploaded to the server once after the recording is started until the service is finished.
In the mode 4, the wearable device may also acquire the at least one type of field data according to the data acquisition instruction, analyze the current service, determine whether an abnormality occurs, and send a determined abnormal result as service field data to the server.
S104: and sending the service field data to the server.
In this step, the wearable device sends the acquired service site data to the server, and the server receives the service site data sent by the wearable device.
S105: and analyzing and processing the service field data to determine whether the service is abnormal.
In this step, after the server receives the service field data, the server analyzes the service field data to determine whether the service of the order is abnormal, and if the service of the order is abnormal, the server marks or records the order, and then returns a visit preferentially, or arranges a professional to process again.
In a specific implementation, the server may perform data analysis in at least one of the following manners:
in the first mode, the server determines whether the position information of the engineer is matched with the position of the order placed by the user, and if not, determines that the service order is abnormal and can record the service order.
In the second mode, the server acquires the heartbeat curve of the engineer according to the heartbeat data of the engineer sent by the wearable device, determines whether the heartbeat curve is abnormal, and if the heartbeat curve is abnormal, the server may have abnormal service and record the abnormal service.
Similarly, the server can analyze other physiological data, and can comprehensively analyze the state of an engineer according to various physiological data to determine whether abnormal service exists or not.
In the third mode, after the server acquires the on-site audio data, the server identifies and converts the audio data to obtain corresponding text information, and then performs semantic understanding processing analysis to determine whether the audio data is abnormal. For example, where service introduction, billing instructions, and the like are similarly easily analyzed to determine if they are within reasonable bounds.
In a fourth mode, the wearable device may locally analyze the acquired physiological data and/or audio data of the engineer to determine whether the service is abnormal, if so, an abnormal service signal may be generated, the abnormal service signal is sent to the server, and the server may directly determine whether the abnormal service signal is abnormal or not according to the abnormal service signal, and then record an abnormal order.
Further, in a specific implementation of the solution, after determining that the service is abnormal, the server may perform abnormal marking on the service order corresponding to the service, so that the abnormal order may be preferentially processed subsequently when the order is analyzed or feedback processed. Or the server can also directly push the abnormity prompt information to special workers, so that managers can find abnormity in time and process the abnormity in time to improve user experience.
According to the service processing method provided by the embodiment, the wearable device is configured at the engineer side for performing service, and in the process of serving a user, the server sends an instruction to the wearable device to acquire service field data of the engineer on the service field, so that whether the service field is abnormal or not can be analyzed. Meanwhile, the on-site data can be acquired in real time, and the orders with abnormal service can be processed in time.
Fig. 3 is a flowchart of a second embodiment of a processing method for services provided by the embodiment of the present invention; on the basis of the above embodiments, in order to enable the engineer and the wearable device worn by the engineer to correspond to each other, so that the server can determine which wearable device to send the field data acquisition instruction after receiving the confirmation message, a certain mapping relationship exists between the wearable device and the engineer of the service, and the mapping relationship may be associated with the identity of the engineer through the device identifier.
In the implementation of the scheme, the account information of an engineer can be recorded as an identity identifier while the wearable device is distributed to the engineer, and the account information is bound with the wearable device.
Based on the above processing, in the first embodiment, the step S102 of sending the field data acquisition instruction to the wearable device worn by the engineer according to the confirmation message may specifically be implemented as the following steps:
s1021: and acquiring the identity information of the engineer according to the confirmation message.
In this step, after receiving the confirmation message sent by the terminal device of the engineer, the server determines the identity information of the engineer according to the confirmation message. In a specific implementation, the terminal device needs to send a confirmation message to the server through the client, where the confirmation message at least carries account information of an engineer, and the server may directly use the account information of the engineer as the identity information of the engineer, or may further obtain the identity information of the engineer through the account information.
S1022: and acquiring the identifier of the wearable device according to the incidence relation between the preconfigured wearable device identifier and the engineer identity information.
In this step, after the server determines the identity information of the engineer, the server determines an identifier of the wearable device corresponding to the engineer according to a pre-configured association relationship, where the identifier is mainly used to send an instruction to the wearable device to implement data interaction.
S1023: and sending a field data acquisition instruction to the wearable device based on the identification of the wearable device.
In this step, after acquiring the identifier of the wearable device, the server sends a control instruction, that is, a field data acquisition instruction, to the wearable device according to the identifier.
In the service processing method provided by this embodiment, in order to perform effective information monitoring on a service site, the wearable device is configured for the engineer of the service, and when the server communicates with the wearable device, the wearable device is configured based on the identifier of the wearable device, so that the server can determine the corresponding engineer and the service order, and the data processing efficiency is improved.
Fig. 4 is a schematic general flow chart of a third embodiment of a processing method of a service provided in an embodiment of the present invention, and on the basis of any of the above embodiments, fig. 4 shows an interaction flow between devices in a specific scenario, and as shown in fig. 4, in an implementation process of the processing method of the service, main steps are in a server and a wearable device at an engineer end.
After the user terminal purchases the service through the terminal equipment and fills in the service order information (including service position, service time and the like) to complete order placement, the server receives the order and distributes corresponding service engineers through the service provider. The service engineer receives the order through a terminal device such as a mobile phone and confirms the home service when providing the service to the user. The specific mode is that the terminal device sends a confirmation message to the server, and the server sends a field data acquisition instruction to the wearable device based on the confirmation message. The wearable device starts detection, obtains a detection function, obtains service field data, and sends the service field data to the server. And the server determines whether the service is abnormal according to the service field data.
Fig. 4 illustrates an overall implementation process of the processing method of the service, and in a specific application process, the type of the service field data may be different due to different service types or limitations of functions or requirements of the wearable device, which is exemplified by several specific implementation manners below.
Fig. 5 is a general flowchart of an example of a service processing method according to an embodiment of the present invention, and as shown in fig. 5, in the scheme shown in fig. 5, after receiving a confirmation message sent by a terminal device of an engineer, a server sends a location obtaining instruction to a wearable device of the engineer based on an identifier of the wearable device. And the wearable device receiving the position acquisition instruction starts a GPS (global positioning system) to position, so that position information is obtained, and the position information is reported to the server. And the server performs matching based on the reported position information and the service position input by the user when ordering, and determines whether the service is abnormal. If the exception exists, the exception can be reminded or processed.
Fig. 6 is a schematic general flowchart of another example of a processing method of a service provided by an embodiment of the present invention; as shown in fig. 6, in the scheme shown in fig. 6, after receiving the confirmation message sent by the terminal device of the engineer, the server sends a physiological data acquisition instruction to the wearable device of the engineer based on the identification of the wearable device. The wearable device receiving the physiological data acquisition instruction carries out physiological data monitoring on an engineer, and the physiological data information of the engineer can be obtained through monitoring functions such as heart rate and heartbeat by a sensor arranged on the wearable device, and the physiological data is reported to a server. The server determines whether the service is abnormal based on the reported physiological data, for example: the server analyzes the physiological data to determine that the physiological index of the engineer is abnormal, and then determines that the service is abnormal; wherein the physiological data comprises at least one of: heart rate, pulse, body temperature, respiratory rate, etc. If the exception exists, the exception can be reminded or processed.
Fig. 7 is a schematic general flowchart of another example of a processing method of a service provided by an embodiment of the present invention; as shown in fig. 7, in the scheme shown in fig. 7, after receiving the confirmation message sent by the terminal device of the engineer, the server sends an audio data instruction to the wearable device of the engineer based on the identification of the wearable device. The wearable device receiving the recording acquisition instruction starts a recording function, records audio data of a service site during service, obtains site recording, and reports the site recording to the server. And the server analyzes based on the reported field recording to determine whether the service is abnormal. For example: the server can convert the field recording to obtain the text information, and then the text information is analyzed and processed based on semantic understanding to determine whether the service is abnormal. If the exception exists, the exception can be reminded or processed.
Fig. 8 is a schematic general flowchart of another example of a processing method of a service according to an embodiment of the present invention; as shown in fig. 8, in the scheme shown in fig. 8, after receiving the confirmation message sent by the terminal device of the engineer, the server sends a field data acquisition instruction to the wearable device of the engineer based on the identification of the wearable device. The wearable device receiving the position acquisition instruction starts a recording function to acquire audio data and/or a sensor to detect physiological data of an acquisition engineer, and analyzes based on the audio data and/or the physiological data to determine whether the service is abnormal. And the determined result is reported to the server, for example, an abnormal service signal can be sent to the server. The server determines that the service is abnormal based on the abnormal service signal, and then can remind or process the service.
It should be understood that the foregoing examples are merely examples of obtaining and analyzing one of the service field data, and in a specific implementation of the solution, it is not limited to determining whether there is an abnormality through only one kind of data, and may be a combination of two or more kinds of data, so as to finally determine whether there is an abnormality in the service.
Fig. 9 is a schematic diagram of a specific implementation of a processing method for a service provided in an embodiment of the present invention, and based on the above embodiment, taking a wearable device as a bracelet as an example, as shown in fig. 9, a specific implementation is shown, where implementing the scheme in fig. 9 includes the following steps:
s1: the user purchases the safety maintenance service in a shopping mall providing the service, and the shopping mall releases the order to the safety maintenance management platform (namely, the server side).
S2: the server receives the order, generates a service order, distributes the service order to the corresponding network and issues the network.
S3: and the network node distributes the service list to engineers with corresponding qualifications according to the type of the service and the service address input by the user.
S4: after the engineer receives the order, the card punching is carried out on the client side provided by the terminal equipment of the engineer, and the client side returns the card punching information to the server side.
S5: and after receiving the confirmation message, the server sends an instruction for acquiring the position information of the GPS positioning to the bracelet of an engineer.
S6: the bracelet of engineer sends the GPS positioning data of engineer, namely position information to the server.
S7: and the server side calls and judges whether the positioning data of the engineer is matched with the geographical position input by the service list user, if not, a suspected service record is recorded, namely the service is abnormal.
S8: when the geographic positions are matched, the server side sends a heartbeat detection instruction (namely a physiological data acquisition instruction) to the bracelet of an engineer. The bracelet detects the heartbeat of an engineer through the sensor, analyzes the heartbeat, and sends a suspected false service signal (namely the service abnormal signal in the scheme) if the heartbeat curve is detected to be abnormal, and the server side records the service abnormal signal.
S9: when the geographic positions are matched, the server side sends a recording acquisition instruction to the engineer bracelet, the voice awakening module of the bracelet is started, when the awakening module catches a defined awakening word, the recording function is started, the recording is automatically stopped after 5-10 minutes, and the recorded field recording is automatically uploaded to the server starting side. The scenes of the main recordings include: service introduction and charging show that the two main categories are easy to have false service scenes.
S10: and in the service lists with the false abnormality in the field record, the service lists with the suspected false abnormality records are preferentially screened to carry out the back visit evidence obtaining, and whether the false service exists or not is judged.
The core of the scheme provided by the embodiment is a bracelet, and the bracelet at least comprises the following modules: recording module + awaken up module: the recording function is started through a plurality of awakening words, the voice of a master service process within a certain period of time after awakening is recorded, or the recording of the whole service process can be directly recorded.
A heartbeat detection module: reflective photoelectric chip or heartbeat sensor are installed to the bracelet inboard, detect master's heartbeat data in real time.
Embedded GPS positioning module: and positioning the geographical position of the master in real time.
The service processing method provided by the implementation mode applies the technology of reflection type photoelectric detection heart jump to an engineer service field, captures the field data which is difficult to forge in time by embedding in a bracelet, combines field recording data analysis and positioning position information to effectively supervise the service field, ensures the service quality, can be combined with manual return visit subsequently, can timely, effectively and justly identify the false behavior in the service field, effectively performs after-sale processing, and improves the user experience.
Fig. 10 is a schematic structural diagram of a first server according to an embodiment of the present invention; as shown in fig. 10, the server 10 includes:
the first receiving module 11 is configured to receive a confirmation message sent by a service client, where the confirmation message is used to confirm that an engineer arrives at a location where a user requesting a service is located;
a sending module 12, configured to send a field data acquisition instruction to the wearable device worn by the engineer according to the confirmation message;
the second receiving module 13 is configured to receive service site data sent by the wearable device;
and the processing module 14 is configured to analyze and process the service field data to determine whether the service is abnormal.
Optionally, in an embodiment, if it is determined that the service is abnormal, the processing module 14 is further configured to:
carrying out abnormal marking on the service order corresponding to the service;
alternatively, the first and second electrodes may be,
and pushing service abnormity prompt information.
Optionally, the processing module 14 is further configured to:
acquiring the identity information of the engineer according to the confirmation message;
acquiring an identifier of the wearable device according to a preset incidence relation between the identifier of the wearable device and the identity information of an engineer;
the sending module 12 is specifically configured to send a field data obtaining instruction to the wearable device based on the identifier of the wearable device.
Optionally, if the field data acquiring instruction includes a position acquiring instruction, the second receiving module 13 is specifically configured to:
and receiving the position information sent by the wearable device, wherein the position information comprises the position of the engineer to which the wearable device belongs, which is acquired by the wearable device through GPS positioning, and the service site data comprises the position information.
Optionally, the processing module 14 is specifically configured to:
and if the position information is not matched with the position of the user requesting the service, determining that the service is abnormal.
Optionally, if the field data acquiring instruction includes a physiological data acquiring instruction, the second receiving module 13 is specifically configured to:
receiving physiological data sent by the wearable device, wherein the physiological data is data obtained by the wearable device collecting physiological characteristics during the service of the engineer, and the service site data comprises the physiological data.
Optionally, the processing module 14 is specifically configured to:
if the physiological data is analyzed and the physiological indexes of the engineer are determined to be abnormal, determining that the service is abnormal;
wherein the physiological data comprises at least one of: heart rate, pulse, body temperature, respiratory rate.
Optionally, the field data acquiring instruction includes a recording acquiring instruction, and the second receiving module 13 is specifically configured to:
receiving a live recording sent by the wearable device, wherein the live recording is audio data acquired by the wearable device during engineer service, and the service live data comprises the live recording.
Optionally, the processing module 14 is specifically configured to:
converting the field recording to obtain character information;
and analyzing and processing the character information based on semantic understanding to determine whether the service is abnormal.
Optionally, the second receiving module 13 is specifically configured to:
receiving an abnormal service signal sent by the wearable device, wherein the false service signal is an abnormal signal determined by the wearable device based on detected physiological data of an engineer and/or live audio data, and wherein the service live data comprises the abnormal service signal;
correspondingly, the processing module 14 is specifically configured to:
and determining that the service is abnormal according to the abnormal service signal.
The server provided in any of the above embodiments is configured to implement the technical solution on the server side in the foregoing method embodiments, and the implementation principle and the technical effect are similar, which are not described herein again.
Fig. 11 is a schematic structural diagram of a first wearable device according to an embodiment of the present invention; as shown in fig. 11, the wearable device 20 includes:
the receiving module 21 is configured to receive a field data acquisition instruction sent by the server;
the processing module 22 is used for acquiring service field data according to the field data acquisition instruction; the service site data is data obtained by detecting the site and/or an engineer wearing the wearable device by the wearable device;
and the sending module 23 is configured to send the service field data to the server.
Optionally, in a specific embodiment, the field data obtaining instruction includes a position obtaining instruction, and the processing module 22 is specifically configured to:
and starting a GPS function to position according to the position acquisition instruction, and acquiring the position information of the wearable device, wherein the service site data comprises the position information.
Optionally, the field data acquiring instruction includes a physiological data acquiring instruction, and the processing module 22 is specifically configured to:
starting a corresponding physiological detection function according to the physiological data acquisition instruction, and acquiring physiological data of a user wearing the wearable device, wherein the service site data comprises the physiological data;
wherein the physiological data comprises at least one of: heart rate, pulse, body temperature, respiratory rate.
Optionally, the field data obtaining instruction includes a recording obtaining instruction, and the processing module 22 is specifically configured to:
and starting a recording function according to the recording acquisition instruction, and acquiring the audio data of the service site where the wearable equipment is located, wherein the service site data comprises the audio data.
Optionally, the processing module 22 is specifically configured to:
starting a physiological detection function and/or a recording function of the wearable equipment, and acquiring physiological data of a user wearing the wearable equipment and/or audio data of a service site;
analyzing and determining whether the physiological state of the user is abnormally changed according to the physiological data and/or the audio data;
and if the abnormal change exists, generating an abnormal service signal, wherein the service field data comprises the abnormal service signal.
The wearable device provided by any of the above embodiments is used to implement the technical solution of the wearable device side in the foregoing method embodiments, and the implementation principle and technical effect thereof are similar, and are not described herein again.
Fig. 12 is a schematic diagram of an embodiment of a server according to the present invention; as shown in fig. 12, the server 100 includes:
a memory 140 for storing executable instructions of the processor;
wherein the processor is configured to execute the technical solution of the server side in any of the method embodiments via executing the executable instructions.
Alternatively, the memory 140 may be separate or integrated with the processor 120.
In a specific implementation of this solution, the server may further include:
and a bus 150 for connecting the processor and the memory, and for realizing data interaction among other devices.
Fig. 13 is a schematic diagram of an entity embodiment of a wearable device according to an embodiment of the present invention. As shown in fig. 13, the wearable device 200 includes:
a memory 250 for storing executable instructions of the processor 220;
wherein the data acquisition device 240 comprises at least one of the following: the system comprises a GPS positioning module, a sensor for acquiring physiological data and an audio acquisition module;
the processor 220 is configured to perform the solution of any of the method embodiments described above via execution of the executable instructions.
Alternatively, the memory 250 may be separate or integrated with the processor 220.
In a specific implementation of this solution, the server may further include:
and a bus 260 for connecting the processor and the memory, and for realizing data interaction among other devices.
An embodiment of the present invention further provides a storage medium, where a computer program is stored, and when the computer program is executed by a processor, the technical solution of the server side in any of the foregoing method embodiments is implemented.
The embodiment of the present invention further provides a storage medium, on which a computer program is stored, and when the computer program is executed by a processor, the technical solution of the wearable device side in any of the foregoing method embodiments is implemented.
An embodiment of the present invention also provides a program product including a computer program, which is stored in a storage medium. The computer program can be read from a readable storage medium by at least one processor of the server, and the computer program can be executed by the at least one processor to enable the server to execute the technical scheme in the method embodiment.
An embodiment of the present invention also provides a program product including a computer program, which is stored in a storage medium. The computer program can be read from a readable storage medium by at least one processor of the wearable device, and the at least one processor executes the computer program to make the wearable device execute the technical solution in the above method embodiments.
Those of ordinary skill in the art will understand that: all or a portion of the steps of implementing the above-described method embodiments may be performed by hardware associated with program instructions. The program may be stored in a computer-readable storage medium. When executed, the program performs steps comprising the method embodiments described above; and the aforementioned storage medium includes: various media that can store program codes, such as ROM, RAM, magnetic or optical disks.
Finally, it should be noted that: the above embodiments are only used to illustrate the technical solution of the present invention, and not to limit the same; while the invention has been described in detail and with reference to the foregoing embodiments, it will be understood by those skilled in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some or all of the technical features may be equivalently replaced; and the modifications or the substitutions do not make the essence of the corresponding technical solutions depart from the scope of the technical solutions of the embodiments of the present invention.
Claims (16)
1. A service processing method is applied to a server, and the method comprises the following steps:
receiving a confirmation message sent by a service client, wherein the confirmation message is used for confirming that an engineer reaches the position of a user requesting service;
according to the confirmation message, sending a field data acquisition instruction to the wearable equipment worn by the engineer;
receiving service field data sent by the wearable device;
and analyzing and processing the service field data to determine whether the service is abnormal.
2. The method of claim 1, wherein sending a field data acquisition instruction to a wearable device worn by the engineer based on the confirmation message comprises:
acquiring the identity information of the engineer according to the confirmation message;
acquiring an identifier of the wearable device according to a preset incidence relation between the identifier of the wearable device and the identity information of an engineer;
and sending a field data acquisition instruction to the wearable device based on the identification of the wearable device.
3. The method of claim 1 or 2, wherein the field data acquisition instruction comprises a location acquisition instruction, and the receiving the service field data transmitted by the wearable device comprises:
and receiving the position information sent by the wearable device, wherein the position information comprises the position of the engineer to which the wearable device belongs, which is acquired by the wearable device through GPS positioning, and the service site data comprises the position information.
4. The method of claim 3, wherein analyzing the service field data to determine whether there is an anomaly in the service comprises:
and if the position information is not matched with the position of the user requesting the service, determining that the service is abnormal.
5. The method of claim 1 or 2, wherein the field data acquisition instruction comprises a physiological data acquisition instruction, and the receiving the service field data transmitted by the wearable device comprises:
receiving physiological data sent by the wearable device, wherein the physiological data is data obtained by the wearable device collecting physiological characteristics during the service of the engineer, and the service site data comprises the physiological data.
6. The method of claim 5, wherein analyzing the service field data to determine whether there is an anomaly in the service comprises:
if the physiological data is analyzed and the physiological indexes of the engineer are determined to be abnormal, determining that the service is abnormal;
wherein the physiological data comprises at least one of: heart rate, pulse, body temperature, respiratory rate.
7. The method of claim 1 or 2, wherein the field data acquisition instruction comprises a recorded recording acquisition instruction, and the receiving the service field data transmitted by the wearable device comprises:
receiving a live recording sent by the wearable device, wherein the live recording is audio data acquired by the wearable device during the engineer service period, and the service live data comprises the live recording;
correspondingly, the analyzing and processing the service field data to determine whether the service is abnormal includes:
converting the field recording to obtain character information;
and analyzing and processing the character information based on semantic understanding to determine whether the service is abnormal.
8. The method of claim 1 or 2, wherein the receiving service presence data transmitted by the wearable device comprises:
receiving an abnormal service signal sent by the wearable device, wherein the false service signal is an abnormal signal determined by the wearable device based on detected physiological data of an engineer and/or live audio data, and wherein the service live data comprises the abnormal service signal;
correspondingly, the analyzing and processing the service field data to determine whether the service is abnormal includes:
and determining that the service is abnormal according to the abnormal service signal.
9. A service processing method is applied to a wearable device, and comprises the following steps:
receiving a field data acquisition instruction sent by a server;
acquiring service field data according to the field data acquisition instruction; the service site data is data obtained by detecting the site and/or an engineer wearing the wearable device by the wearable device;
and sending the service field data to the server.
10. The method of claim 9, wherein the field data acquisition instructions include location acquisition instructions, and wherein acquiring service field data according to the field data acquisition instructions comprises:
and starting a GPS function to position according to the position acquisition instruction, and acquiring the position information of the wearable device, wherein the service site data comprises the position information.
11. The method according to claim 9 or 10, wherein the obtaining service field data according to the field data obtaining instruction comprises:
starting a physiological detection function and/or a recording function of the wearable equipment, and acquiring physiological data of a user wearing the wearable equipment and/or audio data of a service site;
analyzing and determining whether the physiological state of the user is abnormally changed according to the physiological data and/or the audio data;
and if the abnormal change exists, generating an abnormal service signal, wherein the service field data comprises the abnormal service signal.
12. A server, comprising:
the system comprises a first receiving module, a second receiving module and a third receiving module, wherein the first receiving module is used for receiving a confirmation message sent by a service client, and the confirmation message is used for confirming that an engineer reaches the position of a user requesting service;
the sending module is used for sending a field data acquisition instruction to the wearable equipment worn by the engineer according to the confirmation message;
the second receiving module is used for receiving service field data sent by the wearable device;
and the processing module is used for analyzing and processing the service field data and determining whether the service is abnormal or not.
13. A wearable device, comprising:
the receiving module is used for receiving a field data acquisition instruction sent by the server;
the processing module is used for acquiring the service field data according to the field data acquisition instruction; the service site data is data obtained by detecting the site and/or an engineer wearing the wearable device by the wearable device;
and the sending module is used for sending the service field data to the server.
14. A server, comprising:
a receiver, a processor, a transmitter; and the number of the first and second groups,
a memory for storing executable instructions of the processor;
wherein the processor is configured to perform the processing method of the service of any one of claims 1 to 8 via execution of the executable instructions.
15. A wearable device, comprising:
the system comprises a receiver, a processor, a transmitter and a data acquisition device; and the number of the first and second groups,
a memory for storing executable instructions of the processor;
wherein the data acquisition device comprises at least one of: the system comprises a GPS positioning module, a sensor for acquiring physiological data and an audio acquisition module;
the processor is configured to perform the processing method of the service of any of claims 9 to 11 via execution of the executable instructions.
16. A storage medium on which a computer program is stored, characterized in that the computer program, when being executed by a processor, implements a method of processing a service according to any one of claims 1 to 11.
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