CN113673716A - Method and device for analyzing and processing air conditioner fault and server - Google Patents
Method and device for analyzing and processing air conditioner fault and server Download PDFInfo
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Abstract
The application relates to the technical field of intelligent household appliance maintenance, and discloses a method for analyzing and processing air conditioner faults, which comprises the following steps: the method comprises the steps that a server polls fault information in a cloud service database, and the cloud service database stores the fault information of more than two air conditioners and solution scheme information corresponding to the fault information; matching solution information corresponding to the polled fault information in a cloud service database; pushing the solution information to a user of the faulty device corresponding to the fault information; and within the preset time, if the fault repairing information is not received, matching the regional customer service according to the regional information of the fault equipment, and sending the fault information and the solution to the regional customer service. The method provides a solution for a user of the fault equipment through the server; when the fault repairing information is not received, the user is served with the matching area customer service to help to remove the fault, and further the fault repairing efficiency is improved. The application also discloses a device and a server for analyzing and processing the air conditioner faults.
Description
Technical Field
The application relates to the technical field of intelligent household appliance maintenance, in particular to a method and a device for analyzing and processing air conditioner faults and a server.
Background
At present, when the household electrical appliance is in failure, a user needs to contact customer service personnel or after-sales maintenance personnel to report the failure; in the repair reporting process, due to the limitation of professional knowledge of a user, fault information is difficult to describe accurately, so that the fault information acquired by a client or a maintenance worker is not matched with actual fault information, and repeated maintenance is performed.
In the related art, the operation data of the household appliance is detected in real time, the fault type is determined through operation data analysis, a scheme for solving the fault is inquired in big data, and a user is fed back to repair the fault.
In the process of implementing the embodiments of the present disclosure, it is found that at least the following problems exist in the related art:
after the user fails to repair the fault, when the customer service or after-sales maintenance personnel repair the fault, the fault information is difficult to obtain directly, so that the air conditioner fault removal efficiency is low.
Disclosure of Invention
The following presents a simplified summary in order to provide a basic understanding of some aspects of the disclosed embodiments. This summary is not an extensive overview nor is intended to identify key/critical elements or to delineate the scope of such embodiments but rather as a prelude to the more detailed description that is presented later.
The embodiment of the disclosure provides a method and a device for analyzing and processing air conditioner faults and a server, so as to improve the air conditioner fault removal efficiency.
In some embodiments, the method comprises: the method comprises the steps that a server polls fault information in a cloud service database, and the cloud service database stores the fault information of more than two air conditioners and solution scheme information corresponding to the fault information; matching, in the cloud service database, solution information corresponding to the polled fault information; pushing the solution information to a target user of the fault equipment corresponding to the fault information; and within a preset time length, if the fault repairing information is not received, matching the regional customer service according to the regional information of the fault equipment, and sending the fault information and the solution to the regional customer service.
In some embodiments, the apparatus comprises: a processor and a memory storing program instructions, the processor being configured to, upon execution of the program instructions, perform the method for air conditioner fault analysis processing described above.
In some embodiments, the server comprises: the device for analyzing and processing the air conditioner fault is described above.
The method, the device and the server for analyzing and processing the air conditioner fault, provided by the embodiment of the disclosure, can realize the following technical effects:
polling fault information in a cloud service database through a server to provide a solution for a user of fault equipment corresponding to the fault information; when the server does not receive the fault repairing information reported by the fault equipment, the server matches the regional customer service for the user of the fault equipment, and simultaneously sends the fault information and the corresponding solution to the regional customer service so that the regional customer service can know the relevant information of the fault equipment in time, thereby providing accurate maintenance information for the user, eliminating the fault and further improving the fault repairing efficiency.
The foregoing general description and the following description are exemplary and explanatory only and are not restrictive of the application.
Drawings
One or more embodiments are illustrated by way of example in the accompanying drawings, which correspond to the accompanying drawings and not in limitation thereof, in which elements having the same reference numeral designations are shown as like elements and not in limitation thereof, and wherein:
FIG. 1 is an environmental schematic diagram of an air conditioning fault analysis and processing system;
FIG. 2 is a schematic diagram of a method for analyzing and processing air conditioner faults according to an embodiment of the disclosure;
FIG. 3 is a schematic diagram of another method for air conditioner fault analysis processing provided by the embodiments of the present disclosure;
FIG. 4 is a schematic diagram of another method for air conditioner fault analysis processing provided by the embodiment of the disclosure;
fig. 5 is a schematic diagram of an apparatus for analyzing and processing air conditioner faults according to an embodiment of the disclosure.
Detailed Description
So that the manner in which the features and elements of the disclosed embodiments can be understood in detail, a more particular description of the disclosed embodiments, briefly summarized above, may be had by reference to the embodiments, some of which are illustrated in the appended drawings. In the following description of the technology, for purposes of explanation, numerous details are set forth in order to provide a thorough understanding of the disclosed embodiments. However, one or more embodiments may be practiced without these details. In other instances, well-known structures and devices may be shown in simplified form in order to simplify the drawing.
The terms "first," "second," and the like in the description and in the claims, and the above-described drawings of embodiments of the present disclosure, are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It should be understood that the data so used may be interchanged under appropriate circumstances such that embodiments of the present disclosure described herein may be made. Furthermore, the terms "comprising" and "having," as well as any variations thereof, are intended to cover non-exclusive inclusions.
The term "plurality" means two or more unless otherwise specified.
In the embodiment of the present disclosure, the character "/" indicates that the preceding and following objects are in an or relationship. For example, A/B represents: a or B.
The term "and/or" is an associative relationship that describes objects, meaning that three relationships may exist. For example, a and/or B, represents: a or B, or A and B.
The term "correspond" may refer to an association or binding relationship, and a corresponds to B refers to an association or binding relationship between a and B.
In the embodiment of the disclosure, the intelligent household appliance is a household appliance formed by introducing a microprocessor, a sensor technology and a network communication technology into the household appliance, and has the characteristics of intelligent control, intelligent sensing and intelligent application, the operation process of the intelligent household appliance usually depends on the application and processing of modern technologies such as internet of things, internet and an electronic chip, for example, the intelligent household appliance can realize the remote control and management of a user on the intelligent household appliance by connecting the intelligent household appliance with the electronic device.
In the disclosed embodiment, the terminal device is an electronic device with a wireless connection function, and the terminal device can be in communication connection with the above intelligent household appliance by connecting to the internet, or can be in communication connection with the above intelligent household appliance directly in a bluetooth mode, a wifi mode, or the like. In some embodiments, the terminal device is, for example, a mobile device, a computer, or a vehicle-mounted device built in a floating car, or any combination thereof. The mobile device may include, for example, a cell phone, a smart home device, a wearable device, a smart mobile device, a virtual reality device, or the like, or any combination thereof, wherein the wearable device includes, for example: smart watches, smart bracelets, pedometers, and the like.
With reference to fig. 1, the air conditioner fault analysis processing system includes a server, a cloud service database, an intelligent household appliance device, and a user mobile terminal APP (Application); the intelligent household appliance mainly refers to air-conditioning equipment, and here, a user can establish communication between the air-conditioning equipment and a server on a user mobile terminal APP so that the air-conditioning equipment can send fault information to the server; the server is used for receiving the fault information uploaded by the household appliance equipment, processing the fault information data and storing the processed fault information data in the cloud service database; the server polls the fault information in the cloud service database to help solve the fault information; and the cloud service database is used for storing the fault information processed by the server and a solution corresponding to the fault information so as to be convenient for the server to call. The server processes the fault information data, namely processing the fault information data by using Apache kafka software and Apache flash software.
With reference to fig. 2, an embodiment of the present disclosure provides a method for analyzing and processing an air conditioner fault, including:
and S01, the server polls the fault information in the cloud service database, and the cloud service database stores the fault information of more than two air conditioners and the solution information corresponding to the fault information.
In this embodiment, the fault information in the cloud service database is the fault information uploaded by all air-conditioning devices communicating with the server. In general, according to the area where the air conditioner is located, a server in the area is selected for communication, or a server corresponding to the area is selected for communication. Thus, the data processing and storage are convenient.
The fault information may include fault types, and/or fault levels, for example, the fault types include a compressor fault, an inverter fault, wherein the compressor fault may be further classified into a compressor winding fault, a compressor exhaust valve fault, a compressor main control board fault, and the like; the failure level may be determined according to the difficulty of resolving the failure, e.g., the less likely the failure is to be resolved, the higher the failure level; alternatively, it may be determined according to the frequency of occurrence of the fault, for example, the higher the frequency of occurrence of the fault, the lower the fault level.
The solution information includes solution information of common or general faults, wherein the solution information may be video information, text information, or voice information.
The fault information reported by the air-conditioning equipment associated with the server is stored in the cloud service database, so that the server can poll the fault information in the cloud service database regularly or irregularly to determine whether the fault information is eliminated, and for the fault information which is not eliminated, the server can provide corresponding maintenance service for the air-conditioning equipment according to the repair condition.
S02, the server matches solution information corresponding to the polled fault information in a cloud service database.
In the embodiment, the server matches corresponding solution information for the polled fault information in a cloud service database; specifically, the server may extract a keyword from the fault information, and determine a fault type according to the keyword; matching solution information according to the fault type; or, the air conditioning equipment can automatically judge the fault type according to the fault data information, and upload the fault information containing the fault type to the server, and the server can directly perform matching according to the fault type uploaded by the air conditioning equipment when matching the solution information; in this way, suitable fault solution information can be matched quickly and accurately for the user or the air conditioning system.
S03, the server pushes the solution information to the user of the faulty device corresponding to the fault information.
In this embodiment, the server may push solution information to the terminal device of the user. The terminal device of the user can be a mobile terminal APP, and the user checks the solution information pushed by the server on the mobile terminal APP associated with the air conditioning device. The user can select self-repairing of the fault or the air conditioning equipment according to the situation of the solution information. For example, the solution information may include fault alarm information or fault levels, the fault alarm information may be classified into different levels according to fault types, and the higher the level is, the harder the fault is to be eliminated; the user judges whether the fault can be repaired by himself or herself according to the level of the fault warning information or the fault level, and then selects a proper repairing mode, so that repairing efficiency is improved.
And S04, matching the regional customer service according to the regional information of the fault equipment if the server does not receive the fault repairing information within the preset time length, and sending the fault information and the solution information to the regional customer service.
In the embodiment of the present disclosure, the preset time period may be set according to a requirement, for example, the preset time period may be half an hour, or 20 minutes. The fault repairing information refers to information that a fault reported by the air conditioner to the server has been removed, for example, after the user receives the solution information of the fault, the user repairs the fault by himself, and then the air conditioner reports the fault to the server after the fault is repaired, and the server removes the fault information or identifies that the fault information is removed. And if the fault repairing information reported by the air conditioning equipment is not received within the preset time, namely the user or the air conditioning equipment does not repair the fault, the user is served by the matched area of the user of the air conditioning equipment. Specifically, the server may obtain location information of the user mobile terminal to determine an area where the air conditioning device is located, and serve an area customer service in the matching area of the air conditioning device according to the area information of the air conditioning device; or the server pre-stores the area information of all the air-conditioning equipment communicated with the server, and after the air-conditioning equipment reports the fault information, the server calls the area information of the air-conditioning equipment from the corresponding library to match with the area customer service; the area information of the air conditioner refers to installation area information of the air conditioner, that is, information such as geographical location and contact information of an area where a user is installed, for example, a certain air conditioner is installed in a kan kanglauca section. After matching the regional customer service, the server simultaneously sends the fault information and the solution information to the regional customer service; therefore, the regional customer service can quickly know the fault condition of the air conditioning equipment, so that a better solution is provided for the fault, and the fault can be solved as soon as possible.
By adopting the method for analyzing and processing the air conditioner fault, the server polls the fault information in the cloud service database and provides a solution for a user of the fault equipment corresponding to the fault information; when the server does not receive the fault repairing information reported by the fault equipment, the server matches the regional customer service for the user of the fault equipment, and simultaneously sends the fault information and the corresponding solution to the regional customer service so that the regional customer service can know the relevant information of the fault equipment in time, thereby providing accurate maintenance information for the user, eliminating the fault and further improving the fault repairing efficiency.
Optionally, in step S01, the server polls the fault information in the cloud service database, including:
recording a fault identifier under the condition that the polled fault information is the fault information polled for the first time;
in the case where the polled fault information is not the first polled fault information, no action is performed.
In the embodiment of the disclosure, the server may schedule the fault information in the cloud service database at regular time, for example, poll once per minute. The fault flag is used to indicate that the fault is still in the process of being cleared and not repaired. And when the polled fault information is polled for the first time, recording a fault identifier, and matching a corresponding solution for the fault information in the cloud service database. When the polled fault information is the fault information which is not polled for the first time, the fact that the maintenance mode needs to be determined according to the fault repairing information in the process of removing the fault information is shown; thus, in this case, the server does not perform any action. Therefore, the resource waste caused by the fact that the same fault is repaired for multiple times can be avoided.
Optionally, the server clears the fault flag in case of receiving the fault repair information.
In the embodiment of the disclosure, after the fault of the air-conditioning equipment is repaired, the air-conditioning equipment reports the fault repairing information of the server, so that the server clears the fault identifier under the condition that the air-conditioning equipment is repaired, the fault is indicated to be eliminated, and the fault cannot be polled in the next polling process; therefore, the condition of the fault information in the cloud service database can be confirmed through the fault identification, so that the server can provide maintenance service according to the condition of the fault information, the maintenance efficiency is improved, and the waste of resources is avoided.
In addition, the air conditioning equipment reports fault repairing information, and the fault repairing information exists in each link. For example, after the user removes the fault according to the solution information, the air conditioning equipment reports fault repair information to the server; if the regional customer service eliminates the fault, the air conditioning equipment also reports fault repairing information to the server; in this way, the server is facilitated to modify the fault identification in time, and therefore the fault polling times are saved.
In some embodiments, after the regional customer service solves the fault information, the server clears the fault identifier and pushes service evaluation to the user, and the user can evaluate the service of the regional customer service on the mobile terminal APP and feed back the service to the server; therefore, the server can count the user satisfaction of the regional customer service, and the regional customer service can be matched for the user according to the user satisfaction when the regional customer service is selected.
With reference to fig. 3, another method for analyzing and processing air conditioner faults is provided in an embodiment of the present disclosure, including:
and S01, the server polls the fault information in the cloud service database, and the cloud service database stores the fault information of more than two air conditioners and the solution information corresponding to the fault information.
S02, the server matches solution information corresponding to the polled failure information in the cloud service database.
S03, the server pushes the solution information to the user of the faulty device corresponding to the fault information.
And S04, matching the regional customer service according to the regional information of the fault equipment if the server does not receive the fault repairing information within the preset time length, and sending the fault information and the solution to the regional customer service.
S15, under the condition that the failure is solved by the regional customer service, the server receives the service work order fed back by the regional customer service; matching maintenance personnel according to the service work order and the regional information of the fault equipment; the service work order comprises a fault reason and a fault code.
In the embodiment of the disclosure, under the condition that the regional customer service cannot relieve the fault of the air conditioning equipment, the regional customer service can submit the service work order to the server through the terminal equipment; here, the service work order includes information such as a fault cause and a fault code, where the fault code indicates a fault type, for example, a compressor fault code is 001, an inverter fault code is 002, and a compressor main board fault code is 0011. The fault reason is more detailed and accurate according to the communication condition between the regional client and the user and by combining the fault information provided by the server; in this way, maintenance personnel can quickly determine the failed component; and meanwhile, a maintenance scheme is quickly determined by combining the fault reason so as to eliminate the fault.
And matching maintenance personnel according to the service work order and the regional information of the fault equipment. Here, the server can match the nearest maintenance personnel in the region to which the faulty equipment belongs for the faulty equipment according to the regional information of the faulty equipment, so that the maintenance time can be shortened, and the experience of a user can be improved; or, the maintenance personnel with the highest evaluation satisfaction degree can be evaluated for the users in the matching area of the fault equipment, so that the fault equipment can be repaired in time. According to the service work order, maintenance personnel capable of solving the fault reason can be matched for the fault equipment; in this way, the service order and the regional information of the fault equipment are combined to comprehensively match the maintenance personnel so as to relieve the fault.
Optionally, in step S15, the server matches the maintenance staff according to the service work order and the area information of the faulty device, including:
the server acquires maintenance personnel who do not go out for maintenance in the area to which the faulty equipment belongs according to the area information of the faulty equipment; and matching corresponding maintenance personnel among the maintenance personnel not going out for maintenance according to the fault reason and the fault code.
In the embodiment of the disclosure, in order to improve the service satisfaction of a user, a server preferentially matches maintenance personnel which are not maintained outside in the area where the user is located according to the area information of the faulty equipment; then according to the fault reason and the fault code, matching maintenance personnel capable of solving the fault reason among maintenance personnel who are not out; therefore, the user can be provided with the home service work within the first time of the fault occurrence, and the experience of the user is improved. Here, the maintenance personnel can be classified into different grades, and the higher the grade is, the stronger the maintenance capability of the maintenance personnel is; or, the maintenance personnel can be divided into different types, and the maintenance personnel of different types correspond to different fault types; for example, a compressor motherboard fails, corresponding to a hardware maintenance crew, etc.
Optionally, the matching, by the server, of the maintenance personnel not going out for maintenance according to the fault reason and the fault code, includes:
and matching maintenance personnel of the corresponding grade according to the fault grade under the condition that the fault reason and the fault code represent the fault grade.
In the embodiment of the disclosure, the fault is divided into different grades according to the fault reason and the fault code, meanwhile, the maintenance personnel are also divided into different grades, and the grades of the maintenance personnel are matched with the fault grades one by one, so that the maintenance personnel with the same grade or high grade can be matched according to the fault grades, thereby improving the success rate of fault removal, avoiding repeated home maintenance and causing poor experience to users.
Optionally, the solution information includes: a solution matching the type of the fault in the fault information, or an access address of a solution matching the type of the fault in the fault information.
In the embodiment of the present disclosure, the solution information may be the solution itself, or may be an access address of the solution; therefore, when the solution information is the video information, the access address can be stored, so that the storage capacity of the cloud service database can be reduced, and meanwhile, the sending speed can be improved.
With reference to fig. 4, another method for analyzing and processing air conditioner faults is provided in an embodiment of the present disclosure, including:
s16, the server receives fault information sent by the air conditioner; and processing the fault information and storing the processed fault information into a cloud service database.
And S01, the server polls the fault information in the cloud service database, and the cloud service database stores the fault information of more than two air conditioners and the solution information corresponding to the fault information.
S02, the server matches solution information corresponding to the polled failure information in the cloud service database.
S03, the server pushes the solution information to the user of the faulty device corresponding to the fault information.
And S04, matching the regional customer service according to the regional information of the fault equipment if the server does not receive the fault repairing information within the preset time length, and sending the fault information and the solution to the regional customer service.
In the embodiment of the disclosure, the server receives fault information sent by all air conditioners communicated with the server, and stores the fault information into the cloud service database after real-time processing through the Apache kafka message and the Apache flash, and waits for further processing of the server. Here, Apache kafka is a distributed, partitioned, multi-replica, multi-subscriber, zookeeper-based coordinated distributed log system (which may also be considered as an MQ system), commonly available for web/nginx logs, access logs, message services, and so on. The Apache flash is an open source stream processing framework developed by the Apache software foundation. Thus, the speed of failure information processing can be increased when the number of associated air conditioners is large.
The embodiment of the disclosure provides a device for analyzing and processing air conditioner faults, which comprises a polling module, a first matching module, a pushing module and a second matching module. The polling module is configured to poll fault information in a cloud service database, and the cloud service database stores the fault information of more than two air conditioners and solution information corresponding to the fault information; the first matching module is configured to match solution information corresponding to the polled fault information in a cloud service database; the pushing module is configured to push the solution information to a user of the faulty device corresponding to the fault information; and the second matching module is used for matching the regional customer service according to the regional information of the fault equipment and sending the fault information and the solution to the regional customer service if the fault repairing information is not received within the preset time length.
By adopting the device for analyzing and processing the air conditioner fault, the server polls the fault information in the cloud service database and provides a solution for a user of the fault equipment corresponding to the fault information; when the server does not receive the fault repairing information reported by the fault equipment, the server matches the regional customer service for the user of the fault equipment, and simultaneously sends the fault information and the corresponding solution to the regional customer service so that the regional customer service can know the relevant information of the fault equipment in time, thereby providing accurate maintenance information for the user, eliminating the fault and further improving the fault repairing efficiency.
Optionally, the device for analyzing and processing air conditioner faults further comprises a third matching module. The third matching module is configured to receive a service work order fed back by the regional customer service under the condition that the regional customer service fails to solve the fault; matching maintenance personnel according to the service work order and the regional information of the fault equipment; the service work order comprises a fault reason and a fault code.
As shown in fig. 5, an apparatus for analyzing and processing an air conditioner fault according to an embodiment of the present disclosure includes a processor (processor)100 and a memory (memory) 101. Optionally, the apparatus may also include a Communication Interface (Communication Interface)102 and a bus 103. The processor 100, the communication interface 102, and the memory 101 may communicate with each other via a bus 103. The communication interface 102 may be used for information transfer. The processor 100 may call logic instructions in the memory 101 to perform the method for air conditioner fault analysis processing of the above-described embodiment.
In addition, the logic instructions in the memory 101 may be implemented in the form of software functional units and stored in a computer readable storage medium when the logic instructions are sold or used as independent products.
The memory 101, which is a computer-readable storage medium, may be used for storing software programs, computer-executable programs, such as program instructions/modules corresponding to the methods in the embodiments of the present disclosure. The processor 100 executes functional applications and data processing by executing program instructions/modules stored in the memory 101, that is, implements the method for air conditioner fault analysis processing in the above-described embodiments.
The memory 101 may include a storage program area and a storage data area, wherein the storage program area may store an operating system, an application program required for at least one function; the storage data area may store data created according to the use of the terminal device, and the like. In addition, the memory 101 may include a high-speed random access memory, and may also include a nonvolatile memory.
The embodiment of the disclosure provides a server, which comprises the device for analyzing and processing the air conditioner fault.
The disclosed embodiments provide a storage medium storing computer-executable instructions configured to perform the above-described method for air conditioner fault analysis processing.
The storage medium described above may be a transitory computer-readable storage medium or a non-transitory computer-readable storage medium.
The technical solution of the embodiments of the present disclosure may be embodied in the form of a software product, where the computer software product is stored in a storage medium and includes one or more instructions to enable a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method of the embodiments of the present disclosure. And the aforementioned storage medium may be a non-transitory storage medium comprising: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes, and may also be a transient storage medium.
The above description and drawings sufficiently illustrate embodiments of the disclosure to enable those skilled in the art to practice them. Other embodiments may incorporate structural, logical, electrical, process, and other changes. The examples merely typify possible variations. Individual components and functions are optional unless explicitly required, and the sequence of operations may vary. Portions and features of some embodiments may be included in or substituted for those of others. Furthermore, the words used in the specification are words of description only and are not intended to limit the claims. As used in the description of the embodiments and the claims, the singular forms "a", "an" and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise. Similarly, the term "and/or" as used in this application is meant to encompass any and all possible combinations of one or more of the associated listed. Furthermore, the terms "comprises" and/or "comprising," when used in this application, specify the presence of stated features, integers, steps, operations, elements, and/or components, but do not preclude the presence or addition of one or more other features, integers, steps, operations, elements, components, and/or groups thereof. Without further limitation, an element defined by the phrase "comprising an …" does not exclude the presence of other like elements in a process, method or apparatus that comprises the element. In this document, each embodiment may be described with emphasis on differences from other embodiments, and the same and similar parts between the respective embodiments may be referred to each other. For methods, products, etc. of the embodiment disclosures, reference may be made to the description of the method section for relevance if it corresponds to the method section of the embodiment disclosure.
Those of skill in the art would appreciate that the various illustrative elements and algorithm steps described in connection with the embodiments disclosed herein may be implemented as electronic hardware or combinations of computer software and electronic hardware. Whether such functionality is implemented as hardware or software may depend upon the particular application and design constraints imposed on the solution. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the disclosed embodiments. It can be clearly understood by the skilled person that, for convenience and brevity of description, the specific working processes of the system, the apparatus and the unit described above may refer to the corresponding processes in the foregoing method embodiments, and are not described herein again.
In the embodiments disclosed herein, the disclosed methods, products (including but not limited to devices, apparatuses, etc.) may be implemented in other ways. For example, the above-described apparatus embodiments are merely illustrative, and for example, the division of the units may be merely a logical division, and in actual implementation, there may be another division, for example, multiple units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form. The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to implement the present embodiment. In addition, functional units in the embodiments of the present disclosure may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit.
The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). In some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. In the description corresponding to the flowcharts and block diagrams in the figures, operations or steps corresponding to different blocks may also occur in different orders than disclosed in the description, and sometimes there is no specific order between the different operations or steps. For example, two sequential operations or steps may in fact be executed substantially concurrently, or they may sometimes be executed in the reverse order, depending upon the functionality involved. Each block of the block diagrams and/or flowchart illustrations, and combinations of blocks in the block diagrams and/or flowchart illustrations, can be implemented by special purpose hardware-based systems that perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
Claims (10)
1. A method for analyzing and processing air conditioner faults is characterized by comprising the following steps:
the method comprises the steps that a server polls fault information in a cloud service database, and the cloud service database stores the fault information of more than two air conditioners and solution scheme information corresponding to the fault information;
matching, in the cloud service database, solution information corresponding to the polled fault information;
pushing the solution information to a user of the fault equipment corresponding to the fault information;
and within a preset time length, if the fault repairing information is not received, matching the regional customer service according to the regional information of the fault equipment, and sending the fault information and the solution to the regional customer service.
2. The method of claim 1, wherein the server polling a cloud service database for fault information comprises:
recording a fault identifier under the condition that the polled fault information is the fault information polled for the first time;
in the case where the polled fault information is not the first polled fault information, no action is performed.
3. The method of claim 2, further comprising:
and clearing the fault identification under the condition of receiving the fault repairing information.
4. The method of claim 1, wherein after matching the regional customer service according to the regional information of the faulty device and sending the fault information and the solution to the regional customer service, the method further comprises:
under the condition that the regional customer service fails to solve the fault, receiving a service work order fed back by the regional customer service;
matching maintenance personnel according to the service work order and the regional information of the fault equipment;
wherein the service work order comprises a fault reason and a fault code.
5. The method of claim 4, wherein matching maintenance personnel based on the service work order and the regional information of the malfunctioning device comprises:
according to the area information of the fault equipment, obtaining maintenance personnel of the area to which the fault equipment belongs, which are not maintained outside;
and matching corresponding maintenance personnel among the maintenance personnel not going out for maintenance according to the fault reason and the fault code.
6. The method of claim 5, wherein matching, among the non-outing service personnel, the corresponding service personnel according to the fault reason and the fault code comprises:
and matching maintenance personnel of corresponding grades according to the fault grades under the condition that the fault reasons and the fault codes represent the fault grades.
7. The method according to any of claims 1 to 6, wherein the solution information comprises:
a solution matching the fault type in the fault information, or an access address of a solution matching the fault type in the fault information.
8. The method according to any one of claims 1 to 6, wherein before the server side polls the fault information in the cloud service database, the method further comprises:
receiving fault information sent by the air conditioner;
and processing the fault information and storing the processed fault information into a cloud service database.
9. An apparatus for air conditioning fault analysis processing, comprising a processor and a memory having stored thereon program instructions, wherein the processor is configured to perform the method for air conditioning fault analysis processing according to any one of claims 1 to 8 when executing the program instructions.
10. A server characterized by comprising the apparatus for air conditioner fault analysis processing according to claim 9.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202110818088.8A CN113673716A (en) | 2021-07-20 | 2021-07-20 | Method and device for analyzing and processing air conditioner fault and server |
| PCT/CN2022/096121 WO2023000829A1 (en) | 2021-07-20 | 2022-05-31 | Method and apparatus for air conditioner fault analysis and processing, and server |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN202110818088.8A CN113673716A (en) | 2021-07-20 | 2021-07-20 | Method and device for analyzing and processing air conditioner fault and server |
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| CN113673716A true CN113673716A (en) | 2021-11-19 |
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| CN202110818088.8A Pending CN113673716A (en) | 2021-07-20 | 2021-07-20 | Method and device for analyzing and processing air conditioner fault and server |
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| WO (1) | WO2023000829A1 (en) |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
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| WO2023000829A1 (en) * | 2021-07-20 | 2023-01-26 | 海尔(深圳)研发有限责任公司 | Method and apparatus for air conditioner fault analysis and processing, and server |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN117408668B (en) * | 2023-08-07 | 2024-05-10 | 长龙(杭州)航空维修工程有限公司 | Maintenance method, system, equipment and storage medium based on aircraft health management |
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| WO2023000829A1 (en) | 2023-01-26 |
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