CN113642748B - Remote maintenance management and control system based on after-sales service - Google Patents
Remote maintenance management and control system based on after-sales service Download PDFInfo
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Abstract
The invention discloses a remote maintenance management and control system based on after-sales service, which relates to the technical field of equipment maintenance and comprises a service center, a database, a front-end service module, an information pushing module, a technical docking module, an evaluation module and a storage module.
Description
Technical Field
The invention belongs to the technical field of equipment maintenance, and particularly relates to a remote maintenance management and control system based on after-sales service.
Background
The basic content of equipment maintenance comprises: equipment maintenance, equipment inspection, and equipment repair, including troubleshooting and active repair. Personnel typically involved in equipment repair procedures in a factory may include equipment department personnel, purchasing personnel, warehouse management personnel; the equipment maintenance range comprises all equipment in a factory, and specifically comprises production equipment, detection equipment, experimental equipment, public facilities and the like.
The patent document with the publication number of CN111932129A discloses a digital maintenance management and control system for equipment, which comprises a maintenance engineering business system, a maintenance engineering dispatching system, a maintenance site management and control system, an SOA information integration platform, a maintenance resource management system and a big data center, wherein the connection among all systems in the maintenance management and control system is established according to SOA specifications, the connection is established between the maintenance engineering business system, the maintenance engineering dispatching system, the maintenance site management and control system and the big data center through unified interface specifications, and information interaction is carried out through the SOA information integration platform. The invention can intelligently coordinate the maintenance resource allocation of each station, so that the maintenance is more efficient and intelligent, and the maintenance efficiency is effectively improved; the system is changed from the original single technical architecture into a service-oriented multi-system architecture, so that application programs and business processes can be constructed more flexibly, and the requirements of informatization construction are met.
In the prior art, after a product has a problem, the problem of the product can be found only by sending the product to a designated maintenance point by a user, and in order to solve the problem, a remote maintenance management and control system based on after-sales service is provided.
Disclosure of Invention
The invention aims to provide a remote maintenance management and control system based on after-sales service.
The technical problems to be solved by the invention are as follows: how to analyze the problems of the product on line.
The aim of the invention can be achieved by the following technical scheme: a remote maintenance management and control system based on after-sales service comprises a service center, a database, a front-end service module, an information pushing module, a technical docking module, an evaluation module and a storage module;
the technical docking module is used for acquiring the product problems input by the user and sending the product problems to the service center, the service center sends the product problems to corresponding technicians according to the product problems, and the specific process comprises the following steps of:
step J1: the method comprises the following steps of:
step J11: acquiring an input mode of a user, when the input mode of the user is voice input, converting voice information input by the user into a text voice sequence, and converting the voice sequence into corresponding text information;
step J12: extracting keywords in the text information, and matching the extracted keywords with a keyword library in a database;
step J13: when the input mode of the user is character input, extracting keywords from character information input by the user, and matching the extracted keywords with a keyword library in a database;
step J2: according to the specific content input by the user, and the matching result between the obtained specific content and the keyword library, the repair task is distributed to the technician according to the distribution rule, wherein the specific distribution rule comprises the following steps:
step J21: acquiring specific content input by a user, and acquiring a keyword matching result in the specific content;
step J22: marking online technicians among technicians matched with the keywords;
step J23: marking the total number of repair tasks processed BY an online technician as BZ, the number of completed repair tasks as BY and the solution coefficient of the repair tasks as BJ;
step J24: by the formulaObtaining a preferred coefficient YX of a technician, and distributing a repair task to the technician with the highest preferred coefficient; wherein a and b are system factors, and a is more than 0 and less than 1 and less than b;
step J3: after receiving the report task, a technician automatically calls a three-dimensional model diagram of the product, performs fault analysis through the three-dimensional model diagram, and marks fault points and fault reasons on the three-dimensional model diagram; completing analysis of the product problem and sending an analysis result to a storage module;
step J4: and generating a product diagnosis report according to the analysis result in the storage module, and sending the product diagnosis report to a user.
Further, the database is used for establishing a structural model of a product, binding the structural model of the product with corresponding basic information of the product, and generating a product information set, and the specific process comprises the following steps:
step S1: inputting a three-dimensional model map of each product into a database;
step S2: before selling each sold product, scanning codes, leaving the warehouse, and uploading basic information of the products into a database; the basic information of the product comprises the product name, the production date, the selling date, the after-sales agreement and the unique product serial number of each product;
step S3: binding the basic information of the product with the three-dimensional model diagram corresponding to the product, thereby generating a product information set.
Further, the database also comprises a keyword library and a technical information library, and each technical information library is bound with part of keywords in the keyword library.
Further, the front-end service module includes a consultation unit, a repair report unit and a user experience sharing unit, and is used for after-sales consultation and after-sales repair of products by clients, and the specific operation mode includes the following steps:
after-sales consultation
Step Z1: inputting a product serial number through an after-sales consultation unit;
step Z2: the system automatically calls out the use instruction, common problems and common problem solving methods of the product according to the serial number of the product;
step Z3: through the user experience sharing unit, the use experience and condition of the product can be released, and meanwhile, the user can communicate with other users who purchase the same product on line, and personal information among the users is kept secret;
post-sale repair
Step B1: inputting a product serial number through an after-sale repair unit, and automatically calling out basic information of the product through the product serial number by a system;
step B2: judging whether the product is in a warranty period or not according to an after-sale protocol in the basic information of the product, and pushing a judging result to a user through an information pushing module;
step B3: the user inputs the product problem through the report and repair module, and then submits the product problem to generate a report and repair task, wherein the input mode comprises voice input and text input.
Further, the solution coefficient is evaluated by an evaluation module, and the specific evaluation process comprises the following steps:
step P1: the user feeds back the solution of the product problem through the evaluation module, and marks the solution degree of the product problem as JD, wherein JD is more than or equal to 0 and less than or equal to 100;
step P2: the user can score the service process of the technician through the evaluation module, and the scored score is marked as FZ, wherein FZ is more than or equal to 0 and less than or equal to 100;
step P3: the solution coefficient BJ is obtained by the formula bj=c×jd+d×fz, where c, d are both system factors and c > d.
The invention has the beneficial effects that: according to the invention, the technical docking module is arranged, and according to the product problem uploaded by the user, a technician performs problem analysis on the three-dimensional model diagram by calling the three-dimensional model diagram of the product, marks the problem points and the problem reasons on the three-dimensional model diagram, and simultaneously, sends the report task to the technician with the highest optimization coefficient through the optimization coefficient of the technician, so that the report task of the user can be ensured to be rapidly solved.
Drawings
In order to more clearly illustrate the embodiments of the invention or the technical solutions in the prior art, the drawings that are required in the embodiments or the description of the prior art will be briefly described, it being obvious that the drawings in the following description are only some embodiments of the invention, and that other drawings may be obtained according to these drawings without inventive effort for a person skilled in the art.
Fig. 1 is a functional block diagram of an after-market service based remote maintenance management and control system.
Detailed Description
Reference herein to "an embodiment" means that a particular feature, structure, or characteristic described in connection with the embodiment may be included in at least one embodiment of the present application. The appearances of such phrases in various places in the specification are not necessarily all referring to the same embodiment, nor are separate or alternative embodiments mutually exclusive of other embodiments. Those of skill in the art will explicitly and implicitly appreciate that the embodiments described herein may be combined with other embodiments.
As shown in fig. 1, the remote maintenance management and control system based on after-sales service comprises a service center, a database, a front-end service module, an information pushing module, a technology docking module, an evaluation module and a storage module;
the database is used for establishing a structural model of a product, binding the structural model of the product with corresponding basic information of the product, and generating a product information set, and the specific process comprises the following steps:
step S1: inputting a three-dimensional model map of each product into a database;
step S2: before selling each sold product, scanning codes, leaving the warehouse, and uploading basic information of the products into a database; the basic information of the product comprises the product name, the production date, the selling date, the after-sales agreement and the unique product serial number of each product;
step S3: binding the basic information of the product with a three-dimensional model diagram corresponding to the product, thereby generating a product information set;
the database also comprises a keyword library and a technical information library, and each technical information is bound with part of keywords in the keyword library;
the front-end service module comprises a consultation unit, a repair unit and a user experience sharing unit, and is used for after-sales consultation and after-sales repair of products by clients, and the specific operation mode comprises the following steps:
after-sales consultation
Step Z1: inputting a product serial number through an after-sales consultation unit;
step Z2: the system automatically calls out the use instruction, common problems and common problem solving methods of the product according to the serial number of the product;
step Z3: through the user experience sharing unit, the use experience and condition of the product can be released, and meanwhile, the user can communicate with other users who purchase the same product on line, and personal information among the users is kept secret;
post-sale repair
Step B1: inputting a product serial number through an after-sale repair unit, and automatically calling out basic information of the product through the product serial number by a system;
step B2: judging whether the product is in a warranty period or not according to an after-sale protocol in the basic information of the product, and pushing a judging result to a user through an information pushing module;
step B3: the user inputs the product problem through the report and repair module, and then submits the product problem to generate a report and repair task, wherein the input mode comprises voice input and text input.
The technical docking module is used for acquiring the product problems input by the user and sending the product problems to the service center, the service center sends the product problems to corresponding technicians according to the product problems, and the specific process comprises the following steps of:
step J1: the method comprises the following steps of:
step J11: acquiring an input mode of a user, when the input mode of the user is voice input, converting voice information input by the user into a text voice sequence, and converting the voice sequence into corresponding text information;
step J12: extracting keywords in the text information, and matching the extracted keywords with a keyword library in a database;
step J13: when the input mode of the user is character input, extracting keywords from character information input by the user, and matching the extracted keywords with a keyword library in a database;
step J2: according to the specific content input by the user, and the matching result between the obtained specific content and the keyword library, the repair task is distributed to the technician according to the distribution rule, wherein the specific distribution rule comprises the following steps:
step J21: acquiring specific content input by a user, and acquiring a keyword matching result in the specific content;
step J22: marking online technicians among technicians matched with the keywords;
step J23: marking the total number of repair tasks processed BY an online technician as BZ, the number of completed repair tasks as BY and the solution coefficient of the repair tasks as BJ;
step J24: by the formulaObtaining a preferred coefficient YX of a technician, and distributing a repair task to the technician with the highest preferred coefficient; wherein a and b are system factors, and a is more than 0 and less than 1 and less than b;
step J3: after receiving the report task, a technician automatically calls a three-dimensional model diagram of the product, performs fault analysis through the three-dimensional model diagram, and marks fault points and fault reasons on the three-dimensional model diagram; completing analysis report of product problems and sending the analysis result to a storage module;
step J4: and generating a product diagnosis report according to the analysis result in the storage module, and sending the product diagnosis report to a user.
The solution coefficient is evaluated by an evaluation module, and the specific evaluation process comprises the following steps:
step P1: the user feeds back the solution of the product problem through the evaluation module, and marks the solution degree of the product problem as JD, wherein JD is more than or equal to 0 and less than or equal to 100;
step P2: the user can score the service process of the technician through the evaluation module, and the scored score is marked as FZ, wherein FZ is more than or equal to 0 and less than or equal to 100;
step P3: the solution coefficient BJ is obtained by the formula bj=c×jd+d×fz, where c, d are both system factors and c > d.
The foregoing is merely illustrative and explanatory of the structure of the invention, and various modifications, additions or substitutions to the described embodiments may be made by those skilled in the art without departing from the scope of the invention as defined in the accompanying claims, and furthermore, the terms "first" and "second" are used for descriptive purposes only and are not to be construed as indicating or implying any particular importance or number of features indicated. Thus, a feature defining "a first" or "a second" may explicitly or implicitly include at least one such feature. In the description of the present invention, the meaning of "a plurality" is at least two, such as two, three, etc., unless explicitly defined otherwise, and furthermore, the terms "comprising" and "having" and any variations thereof are intended to cover non-exclusive inclusion. For example, a process, method, system, article, or apparatus that comprises a list of steps or elements is not limited to only those listed steps or elements but may include other steps or elements not listed or inherent to such process, method, article, or apparatus.
Claims (1)
1. The remote maintenance management and control system based on after-sales service is characterized by comprising a service center, a database, a front-end service module, an information pushing module, a technology docking module, an evaluation module and a storage module;
the technical docking module is used for acquiring the product problems input by the user and sending the product problems to the service center, the service center sends the product problems to corresponding technicians according to the product problems, and the specific process comprises the following steps of:
step J1: the method comprises the following steps of:
step J11: acquiring an input mode of a user, when the input mode of the user is voice input, converting voice information input by the user into a text voice sequence, and converting the voice sequence into corresponding text information;
step J12: extracting keywords in the text information, and matching the extracted keywords with a keyword library in a database;
step J13: when the input mode of the user is character input, extracting keywords from character information input by the user, and matching the extracted keywords with a keyword library in a database;
step J2: according to the specific content input by the user, and the matching result between the obtained specific content and the keyword library, the repair task is distributed to the technician according to the distribution rule, wherein the specific distribution rule comprises the following steps:
step J21: acquiring specific content input by a user, and acquiring a keyword matching result in the specific content;
step J22: marking online technicians among technicians matched with the keywords;
step J23: marking the total number of repair tasks processed BY an online technician as BZ, the number of completed repair tasks as BY and the solution coefficient of the repair tasks as BJ;
step J24: by the formulaObtaining a preferred coefficient YX of a technician, and distributing a repair task to the technician with the highest preferred coefficient; wherein a and b are system factors, and a is more than 0 and less than 1 and less than b;
step J3: after receiving the report task, a technician automatically calls a three-dimensional model diagram of the product, performs fault analysis through the three-dimensional model diagram, and marks fault points and fault reasons on the three-dimensional model diagram; completing analysis of the product problem and sending an analysis result to a storage module;
step J4: generating a product diagnosis report according to the analysis result in the storage module, and sending the product diagnosis report to a user;
the database is used for establishing a structural model of the product, binding the structural model of the product with corresponding basic information of the product and generating a product information set;
the database also comprises a keyword library and a technical information library, and each technical information is bound with part of keywords in the keyword library;
the front-end service module comprises a consultation unit, a repair unit and a user experience sharing unit, and is used for after-sales consultation and after-sales repair of products by clients;
the solution coefficient is evaluated by an evaluation module, and the specific evaluation process comprises the following steps:
step P1: the user feeds back the solution of the product problem through the evaluation module, and marks the solution degree of the product problem as JD, wherein JD is more than or equal to 0 and less than or equal to 100;
step P2: the user marks the service process of the technician through the evaluation module, and marks the marked score as FZ, wherein FZ is more than or equal to 0 and less than or equal to 100;
step P3: the solution coefficient BJ is obtained by the formula bj=c×jd+d×fz, where c, d are both system factors and c > d.
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