CN113487053A - Maintenance service method, device, equipment and computer readable storage medium - Google Patents
Maintenance service method, device, equipment and computer readable storage medium Download PDFInfo
- Publication number
- CN113487053A CN113487053A CN202111047256.4A CN202111047256A CN113487053A CN 113487053 A CN113487053 A CN 113487053A CN 202111047256 A CN202111047256 A CN 202111047256A CN 113487053 A CN113487053 A CN 113487053A
- Authority
- CN
- China
- Prior art keywords
- service
- information
- account
- maintenance
- target
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
Images
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/20—Administration of product repair or maintenance
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0282—Rating or review of business operators or products
Landscapes
- Business, Economics & Management (AREA)
- Engineering & Computer Science (AREA)
- Strategic Management (AREA)
- General Physics & Mathematics (AREA)
- Physics & Mathematics (AREA)
- Finance (AREA)
- Theoretical Computer Science (AREA)
- Development Economics (AREA)
- Economics (AREA)
- Marketing (AREA)
- Accounting & Taxation (AREA)
- General Business, Economics & Management (AREA)
- Entrepreneurship & Innovation (AREA)
- Human Resources & Organizations (AREA)
- Game Theory and Decision Science (AREA)
- Operations Research (AREA)
- Quality & Reliability (AREA)
- Tourism & Hospitality (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
The invention discloses a maintenance service method, a device, equipment and a computer readable storage medium, wherein the method comprises the following steps: when a maintenance request sent by a customer account is received, acquiring equipment to be maintained and fault description information corresponding to the maintenance request; sending the fault description information to a target service account corresponding to the information of the equipment to be maintained, and sending maintenance information fed back by the target service account to a customer account; receiving service information sent by a customer account based on maintenance information, and screening a first service account from a target service account according to the maintenance information and the service information; and establishing an association relationship between the client account and the first service account, and disconnecting the association relationship when receiving evaluation information sent by the client account based on the first service account. According to the invention, through the description of the equipment fault information and the screening of the service account number, the problem of incomplete information interaction in the existing maintenance process is solved.
Description
Technical Field
The present invention relates to the field of computer technologies, and in particular, to a maintenance service method, apparatus, device, and computer-readable storage medium.
Background
The equipment maintenance refers to the maintenance, maintenance and repair of some faulty equipment, and with the rapid development of national economy, various mechanical equipment and electronic equipment enter thousands of households, and the regular maintenance and repair of the equipment follow, so a platform is needed to support the maintenance service, however, the existing maintenance mode has the following problems: 1. when equipment fails, a user can only use communication equipment to report and repair, and the description of the equipment failure through language is unclear; 2. both parties have no effective data to prove due to production delay caused by equipment maintenance, and the responsibility is difficult to divide; 3. when a non-skilled engineer maintains the equipment, the equipment with higher difficulty cannot make effective judgment on faults; 4. the user cannot make an evaluation mechanism to the service engineer.
Disclosure of Invention
The invention mainly aims to provide a maintenance service method, a maintenance service device, maintenance service equipment and a computer readable storage medium, and aims to solve the technical problem of incomplete information interaction in the existing maintenance process.
In addition, in order to achieve the above object, the present invention further provides a maintenance service method, including the steps of:
when a maintenance request sent by a customer account is received, acquiring equipment to be maintained and fault description information corresponding to the maintenance request;
sending the fault description information to a target service account corresponding to the to-be-maintained equipment information, and sending maintenance information fed back by the target service account to the customer account;
receiving service information sent by the customer account based on the maintenance information, and screening a first service account from the target service account according to the maintenance information and the service information;
and establishing an association relationship between the customer account and the first service account, and disconnecting the association relationship when evaluation information sent by the customer account based on the first service account is received.
Optionally, the maintenance service method is applied to a client terminal, and when a maintenance request sent by a client account is received, before the step of obtaining to-be-maintained equipment information and fault description information corresponding to the maintenance request, the method includes:
when a scanning request is received, acquiring identification code information through a preset scanning module, wherein the identification code information comprises a downloading link;
judging whether the client terminal is provided with a target program which is provided with a fault description module and corresponds to the downloading link;
and if the target program is installed in the client terminal, starting the fault description module based on a client account input by a user, and generating a maintenance request based on the fault description module.
Optionally, the step of sending the fault description information to the target service account corresponding to the to-be-maintained device information includes:
extracting the equipment model and the equipment history information in the equipment information to be maintained, and acquiring the target attribute of a preset service account;
sequentially comparing the target attributes of all the preset service accounts with the equipment model and the historical information of the equipment to obtain a comparison result;
and screening out a target service account corresponding to the equipment information to be maintained from all preset service accounts based on the comparison result, and sending the fault description information to the target service account.
Optionally, the service information includes service time and service location, and the step of screening the first service account from the target service account according to the maintenance information and the service information includes:
performing preliminary screening on the target service account, wherein maintenance information fed back by the service account obtained by the preliminary screening contains maintainable time;
secondary screening is carried out on the service account numbers obtained by the primary screening, and maintainable time fed back by the service account numbers obtained by the secondary screening is matched with the service time;
and if the service account numbers are not obtained through secondary screening, the number of the obtained preset service account numbers is enlarged based on the service place, and the step of screening out the target service account numbers corresponding to the information of the equipment to be maintained from all the preset service account numbers based on the comparison result is returned until the service account numbers are obtained through secondary screening, and the service account numbers obtained through secondary screening are used as the first service account numbers.
Optionally, after the step of receiving service information sent by the customer account based on the maintenance information and screening a first service account from the target service account according to the maintenance information and the service information, the method includes:
when a receiving request sent by the first service account is received, acquiring a target tool corresponding to the receiving request;
and inquiring a preset tool library, reserving the target tool based on the service time, and updating a historical use record corresponding to the target tool.
Optionally, after the step of establishing the association relationship between the customer account and the first service account, the method includes:
when a completion instruction triggered by the first service account is received after the service time, sending an evaluation request to the customer account;
within a preset time after the customer account receives the evaluation request, if evaluation information sent by the customer account based on the first service account is not received, sending prompt information containing the association relation to the customer account when a new association relation is established between the customer account and the preset service account;
and when receiving evaluation information sent by the customer account based on the prompt information, disconnecting the incidence relation and establishing the new incidence relation.
Optionally, after the step of establishing an association relationship between the customer account and the first service account and disconnecting the association relationship when evaluation information sent by the customer account based on the first service account is received, the method includes:
if the target score in the evaluation information is smaller than a preset threshold value, sending an auxiliary evaluation request to the customer account;
if the auxiliary information fed back by the customer account based on the auxiliary evaluation request is not received, or the received auxiliary information fed back by the customer account based on the auxiliary evaluation request is not approved, modifying the target score based on a preset rule, and storing the modified target score;
and if the received auxiliary information fed back by the customer account based on the auxiliary evaluation request passes the audit, saving the target score.
In addition, to achieve the above object, the present invention also provides a maintenance service apparatus including:
the maintenance request receiving module is used for acquiring equipment information to be maintained and fault description information corresponding to a maintenance request when the maintenance request sent by a customer account is received;
the maintenance information sending module is used for sending the fault description information to a target service account corresponding to the information of the equipment to be maintained and sending maintenance information fed back by the target service account to the customer account;
the service account screening module is used for receiving service information sent by the customer account based on the maintenance information, and screening a first service account from the target service account according to the maintenance information and the service information;
and the evaluation information receiving module is used for establishing an association relationship between the client account and the first service account, and disconnecting the association relationship when evaluation information sent by the client account based on the first service account is received.
In addition, to achieve the above object, the present invention also provides a maintenance service apparatus, including: a memory, a processor and a service program stored on the memory and executable on the processor, the service program when executed by the processor implementing the steps of the service method as described above.
In addition, to achieve the above object, the present invention also provides a computer readable storage medium having a maintenance service program stored thereon, the maintenance service program implementing the steps of the maintenance service method as described above when executed by a processor.
Furthermore, to achieve the above object, the present invention also provides a computer program product comprising a computer program which, when being executed by a processor, realizes the steps of the service method as described above.
The embodiment of the invention provides a maintenance service method, a maintenance service device, maintenance service equipment and a computer readable storage medium. In the embodiment of the invention, when the maintenance service system receives the maintenance request sent by the customer account, the information of the equipment to be maintained and the fault description information corresponding to the maintenance request are obtained, then, the fault description information is sent to a target service account corresponding to the equipment information to be maintained, the maintenance information fed back by the target service account is sent to a customer account, then the service information sent by the customer account based on the maintenance information is received, screening out a first service account from the target service account according to the maintenance information and the service information, finally establishing an association relationship between the customer account and the first service account, when evaluation information sent by a customer account based on a first service account is received, the association relation is disconnected.
Drawings
Fig. 1 is a schematic hardware structure diagram of an embodiment of a maintenance service device according to an embodiment of the present invention;
FIG. 2 is a schematic flow chart illustrating a first embodiment of a maintenance method according to the present invention;
FIG. 3 is a flowchart illustrating a second exemplary embodiment of a maintenance service method according to the present invention;
fig. 4 is a functional block diagram of an embodiment of a maintenance service apparatus according to 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.
In the following description, suffixes such as "module", "component", or "unit" used to denote elements are used only for facilitating the explanation of the present invention, and have no specific meaning in itself. Thus, "module", "component" or "unit" may be used mixedly.
The maintenance service terminal (also called terminal, equipment or terminal equipment) in the embodiment of the invention can be a PC (personal computer), and can also be a mobile terminal equipment with an interactive function, such as a smart phone, a tablet personal computer and a portable computer.
As shown in fig. 1, the terminal may include: a processor 1001, such as a CPU (Central Processing Unit), a communication bus 1002, and a memory 1003. Wherein a communication bus 1002 is used to enable connective communication between these components. The memory 1003 may be a high-speed RAM memory or a non-volatile memory (e.g., a disk memory). The memory 1003 may alternatively be a storage device separate from the processor 1001.
Those skilled in the art will appreciate that the terminal structure shown in fig. 1 is not intended to be limiting and may include more or fewer components than those shown, or some components may be combined, or a different arrangement of components.
As shown in fig. 1, a maintenance service program may be included in the memory 1003 as a kind of computer storage medium.
In the terminal shown in fig. 1, the processor 1001 may be configured to call a maintenance service program stored in the memory 1003, and perform the following operations:
when a maintenance request sent by a customer account is received, acquiring equipment to be maintained and fault description information corresponding to the maintenance request;
sending the fault description information to a target service account corresponding to the to-be-maintained equipment information, and sending maintenance information fed back by the target service account to the customer account;
receiving service information sent by the customer account based on the maintenance information, and screening a first service account from the target service account according to the maintenance information and the service information;
and establishing an association relationship between the customer account and the first service account, and disconnecting the association relationship when evaluation information sent by the customer account based on the first service account is received.
Further, the processor 1001 may be configured to call a maintenance service program stored in the memory 1003, and further perform the following operations:
when a scanning request is received, acquiring identification code information through a preset scanning module, wherein the identification code information comprises a downloading link;
judging whether the client terminal is provided with a target program which is provided with a fault description module and corresponds to the downloading link;
and if the target program is installed in the client terminal, starting the fault description module based on a client account input by a user, and generating a maintenance request based on the fault description module.
Further, the processor 1001 may be configured to call a maintenance service program stored in the memory 1003, and further perform the following operations:
extracting the equipment model and the equipment history information in the equipment information to be maintained, and acquiring the target attribute of a preset service account;
sequentially comparing the target attributes of all the preset service accounts with the equipment model and the historical information of the equipment to obtain a comparison result;
and screening out a target service account corresponding to the equipment information to be maintained from all preset service accounts based on the comparison result, and sending the fault description information to the target service account.
Further, the processor 1001 may be configured to call a maintenance service program stored in the memory 1003, and further perform the following operations:
performing preliminary screening on the target service account, wherein maintenance information fed back by the service account obtained by the preliminary screening contains maintainable time;
secondary screening is carried out on the service account numbers obtained by the primary screening, and maintainable time fed back by the service account numbers obtained by the secondary screening is matched with the service time;
and if the service account numbers are not obtained through secondary screening, the number of the obtained preset service account numbers is enlarged based on the service place, and the step of screening out the target service account numbers corresponding to the information of the equipment to be maintained from all the preset service account numbers based on the comparison result is returned until the service account numbers are obtained through secondary screening, and the service account numbers obtained through secondary screening are used as the first service account numbers.
Further, the processor 1001 may be configured to call a maintenance service program stored in the memory 1003, and further perform the following operations:
when a receiving request sent by the first service account is received, acquiring a target tool corresponding to the receiving request;
and inquiring a preset tool library, reserving the target tool based on the service time, and updating a historical use record corresponding to the target tool.
Further, the processor 1001 may be configured to call a maintenance service program stored in the memory 1003, and further perform the following operations:
when a completion instruction triggered by the first service account is received after the service time, sending an evaluation request to the customer account;
within a preset time after the customer account receives the evaluation request, if evaluation information sent by the customer account based on the first service account is not received, sending prompt information containing the association relation to the customer account when a new association relation is established between the customer account and the preset service account;
and when receiving evaluation information sent by the customer account based on the prompt information, disconnecting the incidence relation and establishing the new incidence relation.
Further, the processor 1001 may be configured to call a maintenance service program stored in the memory 1003, and further perform the following operations:
if the target score in the evaluation information is smaller than a preset threshold value, sending an auxiliary evaluation request to the customer account;
if the auxiliary information fed back by the customer account based on the auxiliary evaluation request is not received, or the received auxiliary information fed back by the customer account based on the auxiliary evaluation request is not approved, modifying the target score based on a preset rule, and storing the modified target score;
and if the received auxiliary information fed back by the customer account based on the auxiliary evaluation request passes the audit, saving the target score.
Based on the hardware structure of the equipment, the embodiment of the maintenance service method is provided.
It should be noted that, the maintenance service method proposed by the present application is implemented based on a maintenance service platform, and is different from the existing maintenance service method, and only orders are placed through a network, and the maintenance service is sold on the network as a simple "commodity", and the maintenance service method proposed by the present application aims to solve various problems that may be generated in the process of performing maintenance service through the network, so as to improve the maintenance efficiency and the user satisfaction, and the derivation process of the above beneficial effects is specifically: the maintenance service method provided by the application can realize accurate matching of the equipment failure problem and a maintenance engineer under the support of a technical means, so that the problem of overlong maintenance time caused by replacement of the maintenance engineer due to mismatching of the equipment failure and the maintenance engineer is solved, the maintenance efficiency is improved, and the user satisfaction of the maintenance efficiency is naturally improved.
Referring to fig. 2, in the first embodiment of the repair service method of the present invention, the repair service method includes steps S10 to S40:
step S10, when a maintenance request sent by a customer account is received, acquiring equipment information to be maintained and fault description information corresponding to the maintenance request;
the invention provides a maintenance service system, which can be realized in a maintenance service application program form, wherein the content of the maintenance service application program displayed at a user side is different from that displayed at a service side, at the user side, after a user logs in by using an account (namely a customer account in the embodiment), the user triggers a maintenance request by clicking a maintenance button in the maintenance service application program, and before the user logs in the customer account to trigger the maintenance request, the user needs to describe the condition of equipment failure, which is different from the existing maintenance service method, the user needs to describe the condition of equipment failure by one or more of the modes of pictures, characters, videos, sound recordings and the like, specifically, the content of describing the condition of equipment failure at the user side can also comprise: the abnormal degree, the abnormal type, the abnormal occurrence time, and the like, it can be understood that before describing the device failure, the user also needs to input the information of the device to be repaired in the user-side repair service application program, and the information of the device to be repaired may include: device type and device age, etc.
Step S20, sending the fault description information to a target service account corresponding to the equipment information to be maintained, and sending maintenance information fed back by the target service account to the customer account;
it can be understood that, a maintenance engineer generally has a type of equipment and a type of problem that the maintenance engineer is skilled in maintaining, for example, the maintenance engineer is skilled in maintaining air conditioner equipment, the type of problem that the maintenance engineer is skilled in maintaining is a line problem, the maintenance engineer who is skilled in handling the equipment to be maintained and the problem can be determined by analyzing information of the equipment to be maintained, then fault description information input by a client account is sent to a service account (i.e., a target service account in the present embodiment) of the determined maintenance engineer, and therefore, the system can also push an intelligent matching maintenance scheme to the target service account according to the fault description information for reference by the maintenance engineer. After receiving the fault description information, the target service account feeds back maintenance information based on the fault description information, wherein the maintenance information includes whether maintenance is possible, time for maintenance, an area range in which maintenance can be performed, and the like.
Step S30, receiving service information sent by the customer account based on the maintenance information, and screening out a first service account from the target service account according to the maintenance information and the service information;
if it is determined that a target service account corresponding to the to-be-repaired device information exists and the received repair information fed back by the target service account includes the content which can be repaired, feeding back a service information acquisition request to the client account, wherein the client account can input the time and the place of the desired entrance service based on the service information acquisition request, that is, the service information in the embodiment includes the time and the place of the desired entrance service, and then comparing the time and the area range which can be repaired and are fed back by the target service account with the time and the place of the desired entrance service input by the client account, respectively, when the time which can be repaired and the time of the desired entrance service input by the client account overlap, and the area range which can be repaired and is fed back by the target service account includes the place of the entrance service input by the client account, this target service account is the first service account in this embodiment. It can be understood that the area range that can be repaired at home fed back by the target service account may be predetermined by the system, that is, an area is determined by taking the working location of the maintenance engineer corresponding to the target service account as a center, or may be selected by the maintenance engineer corresponding to the target service account, that is, an area is determined by taking the living location of the maintenance engineer corresponding to the target service account as a center, and the first service account is screened from the target service account by comparing the time with the location.
Step S40, establishing an association relationship between the customer account and the first service account, and disconnecting the association relationship when receiving evaluation information sent by the customer account based on the first service account.
After a first service account is screened from a plurality of target service accounts, the service relationship is determined, the determined service relationship is described by establishing the association relationship between a client account and the first service account, which represents that a primary service agreement is to be fulfilled, after a maintenance engineer corresponding to the first service account finishes maintenance, the maintenance engineer can trigger a maintenance finishing instruction based on the first service account, the system sends an evaluation request to the client account to request the client account to evaluate the maintenance service, after receiving the evaluation request, the client account inputs evaluation information based on the evaluation request and sends the evaluation information to the system, and after receiving the evaluation information sent by the client account based on the first service account, the system disconnects the association relationship between the client account and the first service account and represents that the maintenance service is finished.
Further, in a possible embodiment, the maintenance service method is applied to a client terminal, and in step S10, when a maintenance request sent by a client account is received, the to-be-maintained equipment information and the fault description information corresponding to the maintenance request are obtained, where the previous steps include:
step a1, when a scanning request is received, obtaining identification code information through a preset scanning module, wherein the identification code information comprises a downloading link;
step a2, judging whether the client terminal is provided with a target program with a fault description module corresponding to the download link;
step a3, if the target program is installed in the client terminal, starting the fault description module based on the client account input by the user, and generating a maintenance request based on the fault description module.
It should be noted that this embodiment provides a feasible scheme, a two-dimensional code is posted on a device to be maintained, basic information of the device, including a device type, a device service life, and the like, is stored in the two-dimensional code, a user scans the two-dimensional code on the device to be maintained through a two-dimensional code scanning module preset by a mobile terminal (i.e., a client terminal in this embodiment), acquires identification code information including a download link, and then detects whether the mobile terminal is installed with an object program having a fault description module corresponding to the download link (the object program is an application program for implementing the maintenance service system), if the client terminal is installed with the object program having the fault description module corresponding to the download link, after the object program is started, the fault description module is started based on a client account input by the user, and a maintenance request is generated based on the fault description module, and when the fault description information is a picture or a video, the fault description module is a camera module.
Further, in a possible embodiment, in the step S20, the step of sending the fault description information to the target service account corresponding to the to-be-repaired device information includes:
step S21, extracting the equipment model and the equipment history information in the equipment information to be maintained, and acquiring the target attribute of a preset service account;
step S22, comparing the target attributes of all the preset service accounts with the equipment models and the equipment history information in sequence to obtain comparison results;
step S23, based on the comparison result, screening out a target service account corresponding to the to-be-maintained device information from all preset service accounts, and sending the fault description information to the target service account.
It should be noted that the device type is generally expressed in the form of a device model, and after the system acquires the device information to be maintained, the system extracts the device model and the device history information in the device information to be maintained, where the device history information includes the service life of the device, the historical maintenance record of the device, and the like, and then acquires the target attribute of a preset service account, where the preset service account is all service accounts in a maintainable service state, and the target attribute refers to the device type which is good for maintenance by a maintenance engineer and is corresponding to the preset service account, and the device problem type. And then sequentially comparing the target attributes of all preset service accounts with the equipment model and the equipment history information to obtain a comparison result, screening out service accounts with the comparison result matched from all the preset service accounts as target service accounts corresponding to the equipment information to be maintained, and sending fault description information to the target service accounts.
Further, in a possible embodiment, the service information includes service time and service location, in the step S30, the first service account is selected from the target service accounts according to the maintenance information and the service information, and the step of refining includes:
step S31, performing preliminary screening on the target service account, wherein maintenance information fed back by the service account obtained by the preliminary screening contains maintainable time;
step S32, secondary screening is carried out on the service account numbers obtained by primary screening, and maintainable time fed back by the service account numbers obtained by secondary screening is matched with the service time;
step S33, if the service account is not obtained through secondary screening, the number of the preset service accounts is obtained based on the service location in an expanding mode, the step of screening the target service account corresponding to the equipment information to be maintained from all the preset service accounts based on the comparison result is returned until the service account is obtained through secondary screening, and the service account obtained through secondary screening is used as the first service account.
It should be noted that, if it is determined that the target service account corresponding to the information of the device to be maintained exists and the received maintenance information fed back by the target service account includes the content that can be maintained, when there are multiple target service account numbers, the multiple target service account numbers need to be screened, specifically, the service information sent by the customer account number based on the maintenance information includes service time and service location, first, performing primary screening on the target service account, wherein the maintenance information fed back by the service account obtained by the primary screening comprises maintainable time, the primary screening aims at screening out the service account which can be maintained in the target service account, when a certain target service account receives the fault description information, the information confirming that the service is not available for maintenance is output, the returned maintenance information does not include the maintainable time, so the maintenance information fed back by the service account number obtained by preliminary screening includes the maintainable time. And then, secondary screening is carried out on the service account numbers obtained by primary screening, the maintainable time fed back by the service account numbers obtained by secondary screening is matched with the service time sent by the customer account numbers, and the secondary screening can not screen out the service account numbers, so that when the service account numbers are not obtained by the secondary screening, the number of the preset service account numbers is obtained based on the expansion of the service place, namely, the search range is expanded by taking the service place as the center to increase the number of the preset service account numbers, then, the step of screening out the target service account numbers corresponding to the equipment information to be maintained from all the preset service account numbers based on the comparison result is returned until the secondary screening obtains the service account numbers, and finally, the service account numbers obtained by secondary screening are used as the first service account numbers.
Further, in a possible embodiment, in the step S30, the step of receiving service information sent by the customer account based on the maintenance information, and screening out a first service account from the target service account according to the maintenance information and the service information includes the following steps:
step b1, when receiving a getting request sent by the first service account, obtaining a target tool corresponding to the getting request;
step b2, inquiring a preset tool library, reserving the target tool based on the service time, and updating the historical usage record corresponding to the target tool.
Therefore, after the first service account is screened out, a maintenance engineer can log in the first service account to trigger a pick-up request, and when the maintenance service system receives the pick-up request sent by the first service account, a target tool corresponding to the pick-up request is obtained, that is, after the maintenance engineer determines that the maintenance is to be performed, the maintenance engineer can determine a maintenance tool to be carried according to equipment fault description information.
In this embodiment, when the maintenance service system receives a maintenance request sent by a customer account, the maintenance service system obtains the to-be-maintained equipment information and the fault description information corresponding to the maintenance request, then, the fault description information is sent to a target service account corresponding to the equipment information to be maintained, the maintenance information fed back by the target service account is sent to a customer account, then the service information sent by the customer account based on the maintenance information is received, screening out a first service account from the target service account according to the maintenance information and the service information, finally establishing an association relationship between the customer account and the first service account, when evaluation information sent by a customer account based on a first service account is received, the association relation is disconnected.
Further, referring to fig. 2, a second embodiment of the maintenance service method of the present invention is proposed on the basis of the above-described embodiment of the present invention.
In this embodiment, in the step S40, the association relationship between the customer account and the first service account is established, and the following steps include:
step S50, when a completion instruction triggered by the first service account is received after the service time, sending an evaluation request to the customer account;
step S60, in a preset time after the customer account receives the evaluation request, if evaluation information sent by the customer account based on the first service account is not received, sending prompt information including the association to the customer account when a new association is established between the customer account and the preset service account;
and step S70, when receiving the evaluation information sent by the customer account based on the prompt information, disconnecting the incidence relation and establishing the new incidence relation.
It should be noted that after the service time determined by the customer account, when a completion instruction triggered by the first service account is received, an evaluation request is sent to the customer account, that is, the maintenance service system requests the customer account to give a service evaluation based on the service, within a preset time after the customer account receives the evaluation request, if the maintenance service system has not received the evaluation information sent by the customer account based on the first service account, when a new association relationship is established between the customer account and the preset service account, a prompt message containing the association relationship is sent to the customer account, that is, the customer account has not input evaluation information within a period of time after receiving the evaluation request, when the customer account establishes an association relationship with other service accounts again (that is, the customer account initiates a new maintenance request), a prompt message containing the association relationship is sent to the customer account, the method comprises the steps of prompting a customer account that a finished maintenance service is not evaluated, disconnecting the incidence relation between the customer account and a previous service account and establishing a new incidence relation between the customer account and other service accounts when evaluation information sent by the customer account based on the prompting information is received, and knowing that if the customer account is unwilling to input the evaluation information, the incidence relation between the customer account and the previous service account can be directly disconnected and the new incidence relation between the customer account and other service accounts can be established.
Further, in a possible embodiment, in the step S40, an association relationship between the customer account and the first service account is established, and the association relationship is disconnected when evaluation information sent by the customer account based on the first service account is received, and the following steps include:
step c1, if the target score in the evaluation information is smaller than a preset threshold value, sending an auxiliary evaluation request to the customer account;
step c2, if the auxiliary information fed back by the customer account based on the auxiliary evaluation request is not received, or the received auxiliary information fed back by the customer account based on the auxiliary evaluation request is not approved, modifying the target score based on a preset rule, and storing the modified target score;
and c3, if the received auxiliary information fed back by the customer account based on the auxiliary evaluation request passes the audit, saving the target score.
It should be noted that the evaluation information may include a score, or a score may be given according to the evaluation information, in order to prevent the customer account from maliciously evaluating the service account, when a target score in the evaluation information sent by the customer account is smaller than a preset threshold, the maintenance service system sends an auxiliary evaluation request to the customer account, that is, sends an evidence request to the customer account, and after receiving the auxiliary evaluation request, the customer account may upload an evaluation voucher to the maintenance service system based on the auxiliary evaluation request, where the evaluation voucher may include text content, image content, and voice content to prove that the maintenance engineer really has a problem of poor service. It can be understood that the poor-rating voucher uploaded by the customer account also needs to be manually checked, if the auxiliary information fed back by the customer account based on the auxiliary evaluation request is not received or the auxiliary information fed back by the customer account based on the auxiliary evaluation request is not checked, it indicates that no evidence-based maintenance engineer has a problem of poor service, in this case, the target rating is modified based on a preset rule, and the modified target rating is stored, where the preset rule may be that the target rating is uniformly modified into a rating corresponding to the qualified maintenance service. And if the received auxiliary information fed back by the client account based on the auxiliary evaluation request passes the audit, saving the target score as the historical score of the first service account.
In the embodiment, through the maintenance service evaluation system, the evaluation and feedback mechanism of the user on the maintenance service of the maintenance engineer is realized.
In addition, referring to fig. 4, an embodiment of the present invention further provides a maintenance service apparatus, where the maintenance service apparatus includes:
the maintenance request receiving module 10 is configured to, when a maintenance request sent by a customer account is received, obtain information of equipment to be maintained and fault description information corresponding to the maintenance request;
the maintenance information sending module 20 is configured to send the fault description information to a target service account corresponding to the to-be-maintained device information, and send maintenance information fed back by the target service account to the customer account;
the service account screening module 30 is configured to receive service information sent by the customer account based on the maintenance information, and screen a first service account from the target service account according to the maintenance information and the service information;
an evaluation information receiving module 40, configured to establish an association relationship between the customer account and the first service account, and disconnect the association relationship when evaluation information sent by the customer account based on the first service account is received.
Optionally, the service device further includes:
the device comprises an identification code information acquisition module, a scanning module and a scanning module, wherein the identification code information acquisition module is used for acquiring identification code information through a preset scanning module when a scanning request is received, and the identification code information comprises a downloading link;
the judging module is used for judging whether the client terminal is provided with a target program which is provided with a fault description module and corresponds to the downloading link;
and the fault description module starting module is used for starting the fault description module based on a customer account input by a user and generating a maintenance request based on the fault description module if the target program is installed on the customer terminal.
Optionally, the maintenance information sending module 20 includes:
the target attribute acquisition unit is used for extracting the equipment model and the equipment history information in the equipment information to be maintained and acquiring the target attribute of a preset service account;
the comparison unit is used for sequentially comparing the target attributes of all the preset service accounts with the equipment model and the equipment history information to obtain a comparison result;
and the fault description information sending unit is used for screening out a target service account corresponding to the to-be-maintained equipment information from all preset service accounts based on the comparison result, and sending the fault description information to the target service account.
Optionally, the service information includes service time and service location, and the service account screening module 30 includes:
the primary screening unit is used for carrying out primary screening on the target service account, and maintenance information fed back by the service account obtained by primary screening contains maintainable time;
the secondary screening unit is used for secondary screening of the service account numbers obtained by the primary screening, and the maintainable time fed back by the service account numbers obtained by the secondary screening is matched with the service time;
and the expansion obtaining unit is used for expanding the number of the obtained preset service accounts based on the service location if the service accounts are not obtained by secondary screening, and returning the step of screening the target service account corresponding to the information of the equipment to be maintained from all the preset service accounts based on the comparison result until the service accounts are obtained by secondary screening, and taking the service accounts obtained by secondary screening as the first service account.
Optionally, the service device further includes:
the target tool acquisition module is used for acquiring a target tool corresponding to a receiving request when the receiving request sent by the first service account is received;
and the historical use record updating module is used for inquiring a preset tool library, reserving the target tool based on the service time and updating the historical use record corresponding to the target tool.
Optionally, the service device further includes:
an evaluation request sending module, configured to send an evaluation request to the customer account when a completion instruction triggered by the first service account is received after the service time;
a prompt message sending module, configured to send, within a preset time after the customer account receives the evaluation request, prompt messages including an association relationship to the customer account when a new association relationship is established between the customer account and the preset service account if evaluation messages sent by the customer account based on the first service account are not received;
and the new association relationship establishing module is used for disconnecting the association relationship and establishing the new association relationship when receiving evaluation information sent by the customer account based on the prompt information.
Optionally, the service device further includes:
an auxiliary evaluation request sending module, configured to send an auxiliary evaluation request to the customer account if a target score in the evaluation information is smaller than a preset threshold;
the first score storage module is used for modifying the target score based on a preset rule and storing the modified target score if the auxiliary information fed back by the customer account based on the auxiliary evaluation request is not received or the audit of the auxiliary information fed back by the customer account based on the auxiliary evaluation request is not passed;
and the second score storage module is used for storing the target score if the received auxiliary information fed back by the customer account based on the auxiliary evaluation request passes the audit.
In addition, an embodiment of the present invention further provides a computer-readable storage medium, where a maintenance service program is stored on the computer-readable storage medium, and when executed by a processor, the maintenance service program implements operations in the maintenance service method provided in the foregoing embodiment.
The method executed by each program module can refer to each embodiment of the method of the present invention, and is not described herein again.
It is noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity/action/object from another entity/action/object without necessarily requiring or implying any actual such relationship or order between such entities/actions/objects; 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.
For the apparatus embodiment, since it is substantially similar to the method embodiment, it is described relatively simply, and reference may be made to some descriptions of the method embodiment for relevant points. The above-described apparatus embodiments are merely illustrative, in that elements described as separate components may or may not be physically separate. Some or all of the modules can be selected according to actual needs to achieve the purpose of the scheme of the invention. One of ordinary skill in the art can understand and implement it without inventive effort.
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 solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium (e.g., ROM/RAM, magnetic disk, optical disk) as described above and includes instructions for enabling a terminal device (e.g., a mobile phone, a computer, a server, an air conditioner, or a network device) to execute the maintenance service 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 maintenance service method, characterized in that the maintenance service method comprises the steps of:
when a maintenance request sent by a customer account is received, acquiring equipment to be maintained and fault description information corresponding to the maintenance request;
sending the fault description information to a target service account corresponding to the to-be-maintained equipment information, and sending maintenance information fed back by the target service account to the customer account;
receiving service information sent by the customer account based on the maintenance information, and screening a first service account from the target service account according to the maintenance information and the service information;
and establishing an association relationship between the customer account and the first service account, and disconnecting the association relationship when evaluation information sent by the customer account based on the first service account is received.
2. The maintenance service method according to claim 1, wherein the maintenance service method is applied to a client terminal, and when a maintenance request sent by a client account is received, before the step of obtaining the to-be-maintained equipment information and the fault description information corresponding to the maintenance request, the method includes:
when a scanning request is received, acquiring identification code information through a preset scanning module, wherein the identification code information comprises a downloading link;
judging whether the client terminal is provided with a target program which is provided with a fault description module and corresponds to the downloading link;
and if the target program is installed in the client terminal, starting the fault description module based on a client account input by a user, and generating a maintenance request based on the fault description module.
3. The maintenance service method according to claim 1, wherein the step of sending the fault description information to a target service account corresponding to the to-be-maintained device information includes:
extracting the equipment model and the equipment history information in the equipment information to be maintained, and acquiring the target attribute of a preset service account;
sequentially comparing the target attributes of all the preset service accounts with the equipment model and the historical information of the equipment to obtain a comparison result;
and screening out a target service account corresponding to the equipment information to be maintained from all preset service accounts based on the comparison result, and sending the fault description information to the target service account.
4. The maintenance service method according to claim 3, wherein the service information includes service time and service location, and the step of screening the first service account from the target service account according to the maintenance information and the service information includes:
performing preliminary screening on the target service account, wherein maintenance information fed back by the service account obtained by the preliminary screening contains maintainable time;
secondary screening is carried out on the service account numbers obtained by the primary screening, and maintainable time fed back by the service account numbers obtained by the secondary screening is matched with the service time;
and if the service account numbers are not obtained through secondary screening, the number of the obtained preset service account numbers is enlarged based on the service place, and the step of screening out the target service account numbers corresponding to the information of the equipment to be maintained from all the preset service account numbers based on the comparison result is returned until the service account numbers are obtained through secondary screening, and the service account numbers obtained through secondary screening are used as the first service account numbers.
5. The maintenance service method of claim 4, wherein after the step of receiving service information sent by the customer account based on the maintenance information and screening out a first service account from the target service account according to the maintenance information and the service information, the method comprises:
when a receiving request sent by the first service account is received, acquiring a target tool corresponding to the receiving request;
and inquiring a preset tool library, reserving the target tool based on the service time, and updating a historical use record corresponding to the target tool.
6. The repair service method according to claim 4, wherein the step of establishing the association relationship between the client account and the first service account is followed by:
when a completion instruction triggered by the first service account is received after the service time, sending an evaluation request to the customer account;
within a preset time after the customer account receives the evaluation request, if evaluation information sent by the customer account based on the first service account is not received, sending prompt information containing the association relation to the customer account when a new association relation is established between the customer account and the preset service account;
and when receiving evaluation information sent by the customer account based on the prompt information, disconnecting the incidence relation and establishing the new incidence relation.
7. The maintenance service method according to claim 1, wherein the step of establishing an association relationship between the customer account and the first service account, and disconnecting the association relationship when receiving evaluation information sent by the customer account based on the first service account, includes:
if the target score in the evaluation information is smaller than a preset threshold value, sending an auxiliary evaluation request to the customer account;
if the auxiliary information fed back by the customer account based on the auxiliary evaluation request is not received, or the received auxiliary information fed back by the customer account based on the auxiliary evaluation request is not approved, modifying the target score based on a preset rule, and storing the modified target score;
and if the received auxiliary information fed back by the customer account based on the auxiliary evaluation request passes the audit, saving the target score.
8. A service device, characterized in that the service device comprises:
the maintenance request receiving module is used for acquiring equipment information to be maintained and fault description information corresponding to a maintenance request when the maintenance request sent by a customer account is received;
the maintenance information sending module is used for sending the fault description information to a target service account corresponding to the information of the equipment to be maintained and sending maintenance information fed back by the target service account to the customer account;
the service account screening module is used for receiving service information sent by the customer account based on the maintenance information, and screening a first service account from the target service account according to the maintenance information and the service information;
and the evaluation information receiving module is used for establishing an association relationship between the client account and the first service account, and disconnecting the association relationship when evaluation information sent by the client account based on the first service account is received.
9. A service device, characterized in that the service device comprises: memory, a processor and a service program stored on the memory and executable on the processor, the service program when executed by the processor implementing the steps of the service method as claimed in any one of claims 1 to 7.
10. A computer-readable storage medium, characterized in that the computer-readable storage medium has stored thereon a service program which, when executed by a processor, implements the steps of the service method according to any one of claims 1 to 7.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202111047256.4A CN113487053A (en) | 2021-09-08 | 2021-09-08 | Maintenance service method, device, equipment and computer readable storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202111047256.4A CN113487053A (en) | 2021-09-08 | 2021-09-08 | Maintenance service method, device, equipment and computer readable storage medium |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN113487053A true CN113487053A (en) | 2021-10-08 |
Family
ID=77947397
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN202111047256.4A Pending CN113487053A (en) | 2021-09-08 | 2021-09-08 | Maintenance service method, device, equipment and computer readable storage medium |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN113487053A (en) |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN114742485A (en) * | 2022-06-13 | 2022-07-12 | 北京神州光大科技有限公司 | Information processing method and system for IT system maintenance service |
Citations (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103605531A (en) * | 2013-09-12 | 2014-02-26 | 广东美的制冷设备有限公司 | Household appliance control method and device and mobile terminal |
| CN106920189A (en) * | 2015-12-24 | 2017-07-04 | 上海徐房房屋维急修中心 | Home repair joint disposal system and method based on internet and mobile communication |
| CN107657379A (en) * | 2017-09-26 | 2018-02-02 | 广州平云小匠科技有限公司 | Task preferentially distributing method, device and system |
| CN108537346A (en) * | 2017-12-29 | 2018-09-14 | 沈越 | Method of servicing and system are reported in a kind of equipment fault for repairment |
| CN109165762A (en) * | 2018-10-16 | 2019-01-08 | 深圳市丰巢科技有限公司 | A kind of reserving method of maintenance service, device, equipment and storage medium |
| CN109447294A (en) * | 2018-09-28 | 2019-03-08 | 深圳市轱辘汽车维修技术有限公司 | Maintenance expert reserving method, device, terminal device and storage medium |
| CN111489050A (en) * | 2020-03-04 | 2020-08-04 | 广州明珞汽车装备有限公司 | Maintenance task allocation method, system, device and storage medium |
| CN112613702A (en) * | 2020-12-09 | 2021-04-06 | 浙江尼普顿科技股份有限公司 | Order dispatching method for washing machine maintenance |
-
2021
- 2021-09-08 CN CN202111047256.4A patent/CN113487053A/en active Pending
Patent Citations (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103605531A (en) * | 2013-09-12 | 2014-02-26 | 广东美的制冷设备有限公司 | Household appliance control method and device and mobile terminal |
| CN106920189A (en) * | 2015-12-24 | 2017-07-04 | 上海徐房房屋维急修中心 | Home repair joint disposal system and method based on internet and mobile communication |
| CN107657379A (en) * | 2017-09-26 | 2018-02-02 | 广州平云小匠科技有限公司 | Task preferentially distributing method, device and system |
| CN108537346A (en) * | 2017-12-29 | 2018-09-14 | 沈越 | Method of servicing and system are reported in a kind of equipment fault for repairment |
| CN109447294A (en) * | 2018-09-28 | 2019-03-08 | 深圳市轱辘汽车维修技术有限公司 | Maintenance expert reserving method, device, terminal device and storage medium |
| CN109165762A (en) * | 2018-10-16 | 2019-01-08 | 深圳市丰巢科技有限公司 | A kind of reserving method of maintenance service, device, equipment and storage medium |
| CN111489050A (en) * | 2020-03-04 | 2020-08-04 | 广州明珞汽车装备有限公司 | Maintenance task allocation method, system, device and storage medium |
| CN112613702A (en) * | 2020-12-09 | 2021-04-06 | 浙江尼普顿科技股份有限公司 | Order dispatching method for washing machine maintenance |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN114742485A (en) * | 2022-06-13 | 2022-07-12 | 北京神州光大科技有限公司 | Information processing method and system for IT system maintenance service |
| CN114742485B (en) * | 2022-06-13 | 2023-06-20 | 北京神州光大科技有限公司 | Information processing method and system for IT system maintenance service |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN110956269B (en) | Method, device, equipment and computer storage medium for generating data model | |
| US8214508B2 (en) | Support apparatus, program, information processing system and support method | |
| CN112396432B (en) | Interview task generation system, interview task generation method, interview task generation equipment and interview task generation medium | |
| US10325226B2 (en) | Brand impact verification system | |
| CN113487053A (en) | Maintenance service method, device, equipment and computer readable storage medium | |
| CN104967532A (en) | TOC technology operation and maintenance system and application method | |
| CN112905492B (en) | Verification method and device | |
| CN111008209B (en) | Data reconciliation method, device and system, storage medium and electronic device | |
| CN112634005A (en) | Method and device for generating financial certificate and electronic equipment | |
| CN111427923A (en) | Vehicle information query method and device based on block chain and storage medium | |
| CN112181785B (en) | Method, terminal and storage medium for automatically adding monitoring equipment | |
| CN102143468A (en) | Method and system for charging, tariff update and service provision | |
| CN113672497B (en) | Method, device and equipment for generating non-buried point event and storage medium | |
| CN113723800B (en) | Risk identification model training method and device, and risk identification method and device | |
| CN115080401A (en) | Automatic testing method and related device | |
| CN110929135B (en) | Query processing method and device | |
| CN110221958B (en) | Application testing method, device, computing equipment and computer readable storage medium | |
| CN115687054A (en) | Self-adaptive test method and device based on service segmentation and restoration | |
| CN111159988A (en) | Model processing method and device, computer equipment and storage medium | |
| CN112948195A (en) | Interface testing method and device, electronic equipment and storage medium | |
| CN112765188A (en) | Configuration information processing method, configuration management system, electronic device, and storage medium | |
| CN113850923A (en) | Attendance statistics method, device, equipment and computer readable storage medium | |
| CN113839842B (en) | Maintenance strategy determining method and device, storage medium and electronic device | |
| CN112734356B (en) | Test equipment management method and system | |
| CN117114387B (en) | Interactive customer service model building method and device, electronic equipment and storage medium |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| RJ01 | Rejection of invention patent application after publication |
Application publication date: 20211008 |
|
| RJ01 | Rejection of invention patent application after publication |