CN117079795A - Alarm method, device, equipment and medium for dynamic configuration customer service policy of WCD - Google Patents
Alarm method, device, equipment and medium for dynamic configuration customer service policy of WCD Download PDFInfo
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- G16H40/00—ICT specially adapted for the management or administration of healthcare resources or facilities; ICT specially adapted for the management or operation of medical equipment or devices
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Abstract
The application relates to the technical field of alarm processing, and discloses an alarm method, an alarm device, alarm equipment and alarm media for dynamic configuration of customer service policies of a WCD (wireless communication device), wherein the alarm method comprises the following steps: the cloud server acquires an alarm suggestion and individual characteristic information of a target monitoring object on an original customer service alarm strategy, and generates a dynamic customer service alarm strategy according to the alarm suggestion and the individual characteristic information; judging whether the equipment alarm state data uploaded by the host computer of the WCD equipment accords with a preset alarm customer service strategy or not by utilizing a dynamic alarm customer service strategy; and when the equipment alarm state data accords with a preset customer service alarm strategy, informing the customer service to carry out intervention treatment on the wearer. The application classifies the alarm of the WCD device correspondingly, and formulates the strategy for dynamically adjusting the alarm level, and reasonably controls the alarm event, thereby improving the customer service intervention processing efficiency when the device alarms.
Description
Technical Field
The present application relates to the field of alarm processing technologies, and in particular, to an alarm method, apparatus, device, and medium for dynamically configuring a customer service policy by a WCD.
Background
WCD apparatus is a wearable automatic external defibrillator that automatically monitors the patient's heart rhythm after wear without bystanders intervention. When a patient experiences life-threatening ventricular fibrillation or ventricular tachycardia, the WCD apparatus may automatically perform defibrillation therapy to restore the patient to a normal heart rhythm. WCD devices are used by patients outside of the hospital and may be worn for periods of up to several months. If the compliance of the patient is poor, such as the random removal of the electrocardio vest, poor wearing quality, untimely replacement of the device battery and the like, once ventricular fibrillation or ventricular tachycardia occurs, the WCD device cannot play a role in defibrillation, and the life of the patient can be endangered.
The existing WCD customer service alarm method is that the customer service is directly informed as soon as the WCD equipment has an alarm, the workload of customer service response alarm is great, in many cases, a patient can automatically process the equipment alarm, the equipment alarm state is eliminated, customer service intervention is not always needed, and therefore the problem of low customer service intervention processing efficiency exists when the equipment alarms.
Disclosure of Invention
The application provides an alarm method, an alarm device, alarm equipment and alarm media for dynamic configuration of a customer service policy of a WCD (wireless communication device), and aims to solve the problem that customer service intervention processing efficiency is low when equipment alarms.
In order to achieve the above object, the present application provides an alarm method for dynamically configuring customer service policies by a WCD, which is characterized in that the method is applied to a cloud server, and comprises:
acquiring an alarm suggestion of a target monitoring object to a preset original customer service alarm strategy, acquiring individual characteristic information of the target monitoring object, and generating a dynamic customer service alarm strategy according to the alarm suggestion and the individual characteristic information;
judging whether the equipment alarm state data uploaded by the host computer of the WCD equipment accords with a preset alarm customer service strategy or not by utilizing a dynamic customer service alarm strategy;
when the equipment alarm state data accords with a preset alarm customer service strategy, customer service alarm information is generated according to a preset target time, and the customer service is informed to carry out intervention treatment on a wearer.
The application also provides an alarm device for dynamic configuration of customer service policies of the WCD, which is characterized by being applied to a cloud server, and comprising:
the dynamic customer service alarm strategy generation module is used for acquiring alarm suggestions of the target monitoring object on a preset original customer service alarm strategy, acquiring individual characteristic information of the target monitoring object and generating a dynamic customer service alarm strategy according to the alarm suggestions and the individual characteristic information;
the equipment alarm state data judging module is used for judging whether the equipment alarm state data uploaded by the WCD equipment host computer accords with a preset alarm customer service strategy or not by utilizing a pre-generated dynamic customer service alarm strategy;
and the customer service alarm intervention module is used for generating customer service alarm information according to preset target time when the equipment alarm state data accords with a preset alarm customer service strategy, and notifying the customer service to carry out intervention treatment on a wearer.
The present application also provides an electronic device including:
at least one processor; the method comprises the steps of,
a memory communicatively coupled to the at least one processor; wherein,
the memory stores a computer program executable by the at least one processor to enable the at least one processor to perform the method of alerting the WCD to dynamically configure customer service policies described above.
The application also provides a computer readable storage medium, wherein at least one computer program is stored in the computer readable storage medium, and the at least one computer program is executed by a processor in electronic equipment to realize the alarm method for dynamically configuring customer service policies of the WCD.
According to the embodiment of the application, the device state data is detected in real time through the WCD device, the device state is classified according to the alarm type, the device alarm state data is obtained, if the device alarm state data accords with the device alarm condition, the device alarm information is sent out to remind a wearer, and the WCD device uploads the device alarm state data to the cloud server every ten minutes. And judging the equipment alarm state data uploaded by the WCD equipment host by utilizing a preset dynamic customer service alarm strategy, and if the equipment alarm state data accords with the preset alarm customer service strategy, sending out customer service alarm information to inform a customer service personnel to intervene in the wearer, so that the real-time life monitoring of the WCD equipment host on the wearer is ensured, and the efficiency of the intervention treatment of the customer service personnel is improved. Therefore, the alarm method, the alarm device, the alarm equipment and the alarm medium for dynamic configuration of the customer service policy of the WCD can solve the problem of low customer service intervention processing efficiency when the equipment alarms.
Drawings
Fig. 1 is a flow chart of an alarm method for dynamically configuring customer service policies in a WCD according to an embodiment of the present application;
fig. 2 is a schematic flow chart of a WCD device for issuing customer service alarm information according to an embodiment of the present application;
FIG. 3 is a flowchart illustrating a process for generating customer service alarm information according to an embodiment of the present application;
FIG. 4 is a system architecture diagram of an alarm system for dynamic configuration of customer service policies for a WCD in accordance with one embodiment of the application;
FIG. 5 is a functional block diagram of an alarm device for dynamic configuration of customer service policies for a WCD in accordance with one embodiment of the application;
fig. 6 is a schematic structural diagram of an electronic device implementing an alarm method for dynamically configuring customer service policies in a WCD according to an embodiment of the present application.
The achievement of the objects, functional features and advantages of the present application will be further described with reference to the accompanying drawings, in conjunction with the embodiments.
Detailed Description
It should be understood that the specific embodiments described herein are for purposes of illustration only and are not intended to limit the scope of the application.
In order to ensure that the WCD device can collect good electrocardiographic data and has sufficient electrical quantity to defibrillate and discharge when VF/VT occurs, the WCD device may generate more alarms during wear, and the wearer needs to solve the problem according to the alarm prompt, eliminating the device alarm. If customer service personnel directly intervene in processing all equipment alarms, the personnel are usually not busy. Based on the above, an embodiment of the application provides an alarm method for dynamic configuration of customer service policies of a WCD, by implementing the method, the alarm of WCD equipment can be classified correspondingly, the policies for dynamically adjusting the alarm level are formulated, alarm events are managed and controlled reasonably, and the customer service intervention processing efficiency during equipment alarm can be improved.
Referring to fig. 1, a flow chart of an alarm method for dynamically configuring customer service policies in a WCD according to an embodiment of the present application is shown. In this embodiment, an alarm method for dynamically configuring a customer service policy by a WCD is applied to a cloud server, and the method includes:
s11, acquiring an alarm suggestion of the target monitoring object on a preset original customer service alarm strategy, acquiring individual characteristic information of the target monitoring object, and generating a dynamic customer service alarm strategy according to the alarm suggestion and the individual characteristic information.
In the embodiment of the application, the original customer service alarm strategy comprises low battery alarm of equipment, VFVT event alarm and equipment active state alarm. The low battery power alarm of the equipment is basic, when the equipment is in a low battery state, the cloud server can send out low battery power state information, the cloud server receives and analyzes the state information, the low battery power of the equipment can influence the equipment to receive data, the low battery power of the equipment is set to alarm every 10 minutes according to importance, the alarm level is changed from low to medium level and is continuously medium, after the customer service end receives the alarm, the customer service can call to inquire a user about specific conditions, the alarm also has a bad wearing quality alarm, leads fall off alarm, vest alarm is not accessed, and the like, and the alarm influences the equipment to collect electrocardio data. The VFVT event alarm is that equipment recognizes that a VFVT event occurs to a patient, event information is sent to a cloud server, the cloud server sets the VFVT event as an emergency event alarm, an alarm is sent by a standing horse, an event with life of the user being influenced is sent by the standing horse, alarm information is sent by the standing horse, a customer service end inquires a specific situation of the user after receiving the information, and the emergency event alarm also comprises a long-time response health alarm, a stop event alarm and a treatment event alarm. The equipment active state alarm is that equipment state information is not sent at intervals of 30 minutes, after the cloud server is identified, the equipment is sent to be inactive, if the alarm is continuously sent, the alarm level is changed from low to medium, and after the customer service side receives the alarm, a specific reason of a user can be inquired.
In detail, the original customer service alarm strategy can be dynamically configured according to the alarm suggestion of the monitored object. For example, the cloud server can modify the alarm time interval according to the alarm suggestion of the monitored object, if the monitored object A perceives that the battery of the device is low in power and the alarm is frequently carried out or the lead of the device is frequently carried out, the original 10-minute alarm interval can be changed into the self-defined time.
Specifically, the original customer service alarm strategy can be dynamically configured according to the individual characteristic information of the monitored object. For example, the monitoring object B fills in the pathology in the hospital, and the cloud server dynamically configures the alarm frequency suitable for the pathology for the monitoring object according to the pathology. Like the pathology is hypertrophic cardiomyopathy, the basic alarm frequency is generally that the alarm is given every 10 minutes, the alarm of the active state of the equipment is given every 30 minutes, and the grade is changed from low to medium when the alarm is continuously given. Like survival after bypass surgery or sudden cardiac arrest, the user needs a relatively quiet environment, and the basic alarm frequency is changed from 10 minutes to 20 minutes, the alarm of the activity state of the equipment is set to 40 minutes from 30 minutes, and the level is changed from low to medium when the alarm is continuously given.
Further, the alarm strategy is dynamically configured according to the combination of the alarm advice and the individual characteristic information of the monitored object, so as to form a dynamic customer service alarm strategy. In addition, the alarm information also has individual characteristic information of the monitored object for customer service reference, and the customer service can call according to the situation to inquire the condition. But life-affecting alarms, such as VFVT event alarms, asystole event alarms, still require a horse to be raised after an event is received.
S12, judging whether the equipment alarm state data uploaded by the host computer of the WCD equipment accords with a preset alarm customer service strategy or not by utilizing a dynamic customer service alarm strategy.
In one practical application scenario of the present application, the WCD device host is carried by the patient, and the WCD host is always in an operational state. The vest falling state can be checked at regular time, if the vest falling is detected, an alarm is sent out to remind a patient to wear the vest, and wearing data can be sent to the cloud server at regular time; the electrocardiosignals can be detected in real time, and if the abnormal electrocardiogram is detected, the electrocardiosignal data of the patient can be sent to the cloud server; if VF or VT (ventricular fibrillation or ventricular tachycardia) events are detected, after confirming that the patient does not respond, a defibrillation mode is called to defibrillate, and the defibrillation mode is responsible for sending a gel release signal to a defibrillation electrode plate of a wearable vest to drive the defibrillation electrode plate to spray gel, then the defibrillation module discharges to treat the patient, and after the treatment is finished, electrocardiograph data of the whole treatment process is sent to a cloud server.
In the embodiment of the application, the device alarm state data uploaded by the host of the WCD device comprises an alarm type, an alarm level, an occurrence time and the like. The alarm types comprise common alarm events and emergency alarm events, wherein the common alarm events comprise low battery power, poor wearing quality and the like; emergency alert events such as VFVT events, asystole events, and the like. The common alarm event generally gives an alarm every 10 minutes, the alarm level is low, the alarm level is changed from low level to medium level when the second alarm occurs, the medium level is continuously reported, and when the fourth medium level is reported, the customer service calls the condition of the patient inquiring equipment; the emergency will give out alarm information with high alarm grade, and the customer service will make a call immediately. The time of occurrence refers to the time of occurrence of an alarm recorded by the host of the WCD device each time an alarm occurs.
In detail, the equipment alarm state data recorded by the WCD equipment host is stored in the cloud server, and the equipment alarm state data is analyzed according to a customer service alarm strategy pre-generated in the cloud server to generate customer service alarm information.
Specifically, relevant alarm conditions and alarm levels are formulated according to the conditions of the user, equipment state data of the user are found, corresponding alarm information is generated according to the specific alarm conditions and alarm levels, and a customer service end is informed to carry out alarm intervention according to the alarm levels.
In the embodiment of the application, in common alarm events, such as low battery power and poor wearing quality, the common alarm event can alarm once every 10 minutes, when the second alarm is performed, the alarm level is changed from low level to medium level, and then the medium level is continuously reported, and when the fourth medium level is reported, the customer service can call the condition of the patient inquiring equipment; in emergency alarm events, such as a VFVT event and a stop event, an emergency can give out alarm information immediately, the alarm level is high, and customer service can immediately make a call to inquire; in the alarm event of the equipment activity state, after the alarm of the equipment inactivity is sent, if the alarm is continuously sent, the alarm level is changed from low to medium, and the customer service side inquires the specific reason of the user after receiving the alarm.
In the embodiment of the application, before the dynamic customer service alarm strategy is utilized to judge whether the equipment alarm state data uploaded by the host computer of the WCD equipment accords with the preset alarm customer service strategy, the method further comprises the following steps: determining whether device alert status data for the WCD device host has changed; when the equipment alarm state data is changed, clearing the equipment alarm state data; when the device alarm state data is unchanged, the duration of the device alarm state data is recorded.
In detail, when the WCD equipment host computer is in an alarm state, the WCD equipment host computer firstly generates equipment alarm information to remind a wearer, if the wearer is reminded of the equipment alarm information, the equipment alarm information is generated when the wearing quality of the wearer is poor, and when the wearer timely adjusts according to the equipment alarm information, corresponding alarm type data in the WCD equipment host computer is cleared; when the equipment alarm state is not changed, whether the equipment alarm state data meets a pre-generated dynamic customer service alarm strategy or not is judged, and alarm information is issued when the equipment alarm state data meets the conditions.
In the embodiment of the application, whether the equipment alarm state data uploaded by the host computer of the WCD equipment accords with the preset alarm customer service strategy is judged by utilizing the dynamic customer service alarm strategy, which comprises the following steps: calculating the alarm duration time of the equipment alarm state data according to the alarm type, the equipment alarm level and the equipment alarm occurrence time in the equipment alarm state data; and judging whether the equipment alarm state data accords with a preset alarm customer service strategy or not by utilizing a dynamic customer service alarm strategy and alarm duration time.
In detail, when the alarm type in the alarm state data of the equipment is a common alarm event, if the battery power is low, if the alarm level of the equipment is a middle level, the alarm occurrence time of the equipment is ten points, ten points are ten points and twenty points, the alarm duration time is 20 minutes, the alarm duration time is judged by utilizing a dynamic alarm customer service strategy, the alarm state data of the equipment does not meet the customer service alarm, and the customer service is not notified; if the alarm occurrence time of the equipment is ten points, ten points are ten, ten points are twenty minutes, and ten points are thirty minutes, and the alarm duration time is 30 minutes when the fourth intermediate level is reported, the equipment alarm state data meets the customer service alarm, and the customer service is notified.
Specifically, when the alarm state data is low in battery power and poor in wearing quality, a general preset alarm time interval is 10 minutes, a host computer of the WCD equipment records the initial state of the equipment, when the condition of low battery power occurs, an alarm is carried out every 10 minutes, the alarm time interval is counted, and alarm information of different grades is generated along with the increase of the alarm time of each time; when the alarm state data is a VFVT event, an alarm time interval is not set, and alarm information is immediately sent; when the device does not send the device state information every 30 minutes, alarm information that the device is inactive is sent.
Illustratively, when the alarm strategy condition of the common alarm strategy in the dynamic customer service alarm strategy is that the common alarm is sent every 10 minutes, the alarm level is changed from low level to medium level when the second alarm is sent, then the medium level is sent continuously, and when the fourth medium level is sent, the customer service can call the patient to inquire the equipment. That is, only when the alarm level of the equipment alarm state data is the middle level, the alarm information is issued; and when the alarm level is not the middle level and does not meet the alarm strategy condition for issuing alarm information, the alarm information is not issued.
Further, a schematic flow chart of the WCD device issuing the customer service alarm information is shown in fig. 2. Firstly, equipment sends out equipment states, and the cloud server receives and stores the equipment states, so that the equipment states are classified and stored according to alarm types because the alarm states are various and the multiple alarm states coexist. And judging whether each alarm of the equipment is changed according to the alarm state data of the equipment, clearing the corresponding alarm type data when the alarm is changed, judging whether the alarm state data of the equipment meets the strategy conditions or not when the alarm state data of the equipment is not changed, and issuing alarm information when the alarm state data meets the strategy conditions. In addition, when the customer service alarm cloud server receives the equipment state, the customer service alarm cloud server records the initial state of the equipment, judges whether the initial state meets the strategy condition, and issues the activity alarm information of the equipment when the strategy condition is met.
For example, in a common alarm event, such as low battery power and poor wearing quality, the common alarm can be given once every 10 minutes, when the second alarm is given, the alarm level is changed from low level to medium level, and then the medium level is continuously given, when the fourth medium level is given, that is, only when the alarm level reaches the medium level, the alarm condition is met, and the client can call the patient to inquire about equipment; in emergency alarm events, such as a VFVT event and a stop event, an emergency can give out alarm information immediately, the alarm level is high, and customer service can immediately make a call to inquire; in the alarm event of the equipment activity state, after the alarm of the equipment inactivity is sent, if the alarm is continuously sent, the alarm level is changed from low to medium, namely, the alarm condition is met only when the alarm level reaches the medium level, and the customer service side inquires the specific reason of the user after receiving the alarm.
And S13, when the equipment alarm state data accords with a preset alarm customer service strategy, generating customer service alarm information according to a preset target time, and informing the customer service to carry out intervention treatment on a wearer.
In the embodiment of the application, the customer service alarm information is specially sent to the customer service end, and the customer service end makes a call to inquire about the specific equipment condition of the equipment wearer aiming at the equipment alarm information. When the equipment alarm state data accords with the alarm conditions in the alarm customer service strategy, customer service alarm information is generated, and the customer service is informed to carry out intervention treatment on the wearer so as to ensure the life safety of the wearer in time.
In the embodiment of the application, when the equipment alarm state data accords with a preset alarm customer service policy, before customer service alarm information is generated, the method comprises the following steps: judging whether equipment alarm state data exist in the cloud server or not; when the equipment alarm state data does not exist in the cloud server, the equipment alarm state data is stored in the cloud server; when the equipment alarm state data exist in the cloud server, counting the target time of the equipment alarm state data stored in the cloud server.
In detail, only when determining whether equipment alarm state data exist in the cloud server, the equipment alarm state can be judged, so that customer service alarm information is generated, the life safety of equipment wearers is guaranteed in time, and hidden danger is eliminated in time.
Specifically, determining whether device alarm state data exists in the cloud server includes: vector conversion is carried out on the alarm state data of the equipment to obtain an alarm state vector; vector conversion is carried out on the first equipment alarm state data in the cloud server to obtain an equipment state vector; calculating a matching value of the alarm state vector and the device state vector by using the following matching value formula:
wherein P is a matching value, R i For the ith vector feature value in the alarm state vector,h is the average value of all vector characteristic values in the alarm state vector i For the i-th vector eigenvalue in the device state vector, is +.>The average value of all vector characteristic values in the equipment state vector is taken, and n is the number of the state vectors; when the matching value is larger than a preset matching threshold value, equipment alarm state data exist in the cloud server.
In detail, the matching value is publicIn the middle ofRepresenting the vector average value can further improve the matching precision between the equipment state information according to the vector average value, so that whether equipment has equipment alarm state data or not is found more accurately, the situation that the equipment cannot be found when the equipment is in an inactive state in the equipment alarm state data is avoided, and the physical state of a user is inquired timely. Vector transformation models include, but are not limited to, word2vec models, bert models.
In the embodiment of the application, when the equipment alarm state data accords with a preset alarm customer service policy, customer service alarm information is generated according to a preset target time, and the method comprises the following steps: acquiring the first receiving time of the equipment alarm state data, and determining the latest receiving time of the equipment alarm state data according to the target time; the first receiving time is compared with the latest receiving time in time to obtain an alarm time difference; determining a customer service alarm level of equipment alarm state data according to the alarm time difference; and generating customer service alarm information according to the customer service alarm level.
In detail, when the equipment alarm state data accords with a preset alarm customer service policy, firstly, the final time of the target time is used as the latest receiving time of the equipment alarm state data, secondly, an alarm level is generated according to the receiving time of the equipment alarm state data in a cloud server, the alarm level of the equipment alarm state data is matched with the alarm customer service policy, customer service alarm information is generated according to the customer service alarm level, and intervention processing is carried out on a wearer by the customer service.
Specifically, as shown in fig. 3, a flow chart for generating customer service alarm information is shown, and the cloud server receives device alarm data of a specified alarm type and determines whether the device alarm data of the specified type exists in the WCD device host; if the equipment alarm data does not exist, the received equipment alarm data is stored in the cloud server and is used for comparing with the equipment alarm data of the appointed type which is received next time; if the alarm condition exists, the existing equipment alarm data and the received equipment alarm data are compared in time, and alarm information is generated according to the alarm condition.
For example, when the alarm event is that the battery power is low, the time of the existing device alarm data received in the customer service alarm cloud server is ten times forty times, that is, the time difference is thirty minutes, the alarm information is generated, and the customer service calls the monitoring object to inquire about the device condition. When the equipment activity state alarm strategy condition is that equipment does not send equipment state information at intervals of 30 minutes, after the cloud server is identified, an alarm of equipment inactivity is sent, and if the alarm is continuously given, the alarm level is changed from low to medium, and after customer service receives the alarm, a user can be inquired about specific reasons. For example, when the initial state information of the device is that the active time of the device is eight-point ten, and when the time is eight-point forty-hour, the cloud server does not receive the state information of the device, and alarm information that the device is inactive is generated.
Further, when the customer service alarm information is generated, the customer service intervenes with the wearer, namely, the customer service asks the wearer for specific conditions through making a call or through a call center, so that the condition of the wearer can be mastered in time, and the efficiency of the intervention treatment of the customer service is improved.
In the embodiment of the application, the alarm method for dynamically configuring the customer service policy by the WCD comprises the following steps: after the customer service alarm information is generated, the customer service alarm information is issued and displayed through a preset call center system.
In detail, the call center system can issue conventional alarm information and equipment activity alarm information to a terminal interface for information display, and the conventional alarm information and the equipment activity alarm information are used for monitoring the use condition of user equipment and the physical condition of a user.
To get a clearer understanding of the present application, fig. 4 shows a system architecture diagram of an alarm system for implementing an alarm method for dynamically configuring a customer service policy of a WCD according to an embodiment of the present application, where the system architecture diagram includes: WCD equipment hosts, cloud servers, and call center systems.
The WCD device host is mainly responsible for collecting the device states sent by the device host, and classifying the device states.
The cloud server is mainly responsible for receiving and storing the device state sent by the WCD device host, analyzing and grading the alarm information according to the configured alarm strategy.
The call center system is mainly responsible for receiving the alarm information and issuing the alarm information for display.
Fig. 5 is a functional block diagram of an alarm device for implementing an alarm method for dynamically configuring a customer service policy for a WCD according to an embodiment of the present application.
The alarm device 500 of the present application for dynamic configuration of customer service policies by a WCD may be installed in an electronic device. Depending on the functions implemented, the alarm apparatus 500 for WCD dynamic configuration of customer service policies may include a device alarm status data determination module 501 and a customer service alarm intervention module 502. The module of the application, which may also be referred to as a unit, refers to a series of computer program segments, which are stored in the memory of the electronic device, capable of being executed by the processor of the electronic device and of performing a fixed function.
In the present embodiment, the functions concerning the respective modules/units are as follows:
the dynamic customer service alarm policy generation module 501 is configured to obtain an alarm suggestion of a target monitoring object for a preset original customer service alarm policy, obtain individual characteristic information of the target monitoring object, and generate a dynamic customer service alarm policy according to the alarm suggestion and the individual characteristic information;
the device alarm state data determining module 502 is configured to determine whether the device alarm state data uploaded by the WCD device host conforms to a preset alarm customer service policy by using a dynamic customer service alarm policy;
the customer service alarm intervention module 503 is configured to generate customer service alarm information according to a preset target time when the equipment alarm state data accords with a preset alarm customer service policy, and notify the customer service to perform intervention treatment on a wearer.
In detail, each module in the alarm device 500 for dynamically configuring the customer service policy of the WCD in the embodiment of the present application adopts the same technical means as the alarm method for dynamically configuring the customer service policy of the WCD in fig. 1 to 4, and can generate the same technical effects, which are not described herein.
Fig. 6 is a schematic structural diagram of an electronic device for implementing an alarm method for dynamically configuring a customer service policy by a WCD according to an embodiment of the present application.
The electronic device may include a processor 61, a memory 62, a communication bus 63, and a communication interface 64, and may also include computer programs stored in the memory 62 and executable on the processor 61, such as alarm programs for dynamic configuration of customer service policies by the WCD.
The processor 61 may be formed by an integrated circuit in some embodiments, for example, a single packaged integrated circuit, or may be formed by a plurality of integrated circuits packaged with the same function or different functions, including one or more central processing units (Central Processing unit, CPU), a microprocessor, a digital processing chip, a combination of a graphics processor and various control chips, etc. Processor 61 is the Control Unit (Control Unit) of the electronic device that interfaces and lines the various components of the overall electronic device by running or executing programs or modules stored in memory 62 (e.g., alarm programs that implement WCD dynamic configuration customer service policies, etc.), and invoking data stored in memory 62 to perform various functions of the electronic device and process the data.
The memory 62 includes at least one type of readable storage medium including flash memory, a removable hard disk, a multimedia card, a card memory (e.g., SD or DX memory, etc.), magnetic memory, magnetic disk, optical disk, etc. The memory 62 may in some embodiments be an internal storage unit of the electronic device, such as a removable hard disk of the electronic device. The memory 62 may also be an external storage device of the electronic device in other embodiments, such as a plug-in mobile hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash Card (Flash Card) or the like, which are provided on the electronic device. Further, the memory 62 may also include both internal storage units and external storage devices of the electronic device. Memory 62 may be used to store not only application software installed on the electronic device and various types of data, such as codes for alarm programs for dynamic configuration of customer service policies by the WCD, but also to temporarily store data that has been output or is to be output.
The communication bus 63 may be a peripheral component interconnect standard (peripheral component interconnect, PCI) bus, or an extended industry standard architecture (extended industry standard architecture, EISA) bus, among others. The bus may be classified as an address bus, a data bus, a control bus, etc. The bus is arranged to enable a connection communication between the memory 62 and the at least one processor 61 etc.
The communication interface 64 is used for communication between the electronic device and other devices described above, including network interfaces and user interfaces. Optionally, the network interface may include a wired interface and/or a wireless interface (e.g., WI-FI interface, bluetooth interface, etc.), typically used to establish a communication connection between the electronic device and other electronic devices. The user interface may be a Display (Display), an input unit such as a Keyboard (Keyboard), or alternatively a standard wired interface, a wireless interface. Alternatively, in some embodiments, the display may be an LED display, a liquid crystal display, a touch-sensitive liquid crystal display, an OLED (Organic Light-Emitting Diode) touch, or the like. The display may also be referred to as a display screen or display unit, as appropriate, for displaying information processed in the electronic device and for displaying a visual user interface.
Only an electronic device having components is shown, and it will be understood by those skilled in the art that the structures shown in the figures do not constitute limitations on the electronic device, and may include fewer or more components than shown, or may combine certain components, or a different arrangement of components.
For example, although not shown, the electronic device may further include a power source (such as a battery) for supplying power to the respective components, and the power source may be logically connected to the at least one processor 61 through a power management means, so that functions of charge management, discharge management, power consumption management, and the like are achieved through the power management means. The power supply may also include one or more of any of a direct current or alternating current power supply, recharging device, power failure detection circuit, power converter or inverter, power status indicator, etc. The electronic device may also include various sensors, bluetooth modules, wi-Fi modules, etc., which are not described in detail herein.
It should be understood that the examples are for illustrative purposes only and are not limited to this configuration in the scope of the patent application.
In particular, the specific implementation method of the above instruction by the processor 61 may refer to the description of the relevant steps in the corresponding embodiment of the drawings, which is not repeated herein.
Further, the electronic device integrated modules/units, if implemented in the form of software functional units and sold or used as stand-alone products, may be stored in a computer readable storage medium. The computer readable storage medium may be volatile or nonvolatile. For example, the computer readable medium may include: any entity or device capable of carrying computer program code, a recording medium, a U disk, a removable hard disk, a magnetic disk, an optical disk, a computer Memory, a Read-Only Memory (ROM).
The application also provides a computer readable storage medium, the readable storage medium stores a computer program, and the computer program can realize the alarm method of dynamic configuration customer service policy of the WCD in any embodiment when being executed by a processor. The computer-readable storage medium may be volatile or nonvolatile. For example, the computer readable medium may include: any entity or device capable of carrying computer program code, a recording medium, a U disk, a removable hard disk, a magnetic disk, an optical disk, a computer Memory, a Read-Only Memory (ROM).
In the several embodiments provided in the present application, it should be understood that the disclosed apparatus, device and method may be implemented in other manners. For example, the above-described apparatus embodiments are merely illustrative, and for example, the division of modules is merely a logical function division, and other manners of division may be implemented in practice.
The modules illustrated as separate components may or may not be physically separate, and components shown as modules may or may not be physical units, may be located in one place, or may be distributed over multiple network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of this embodiment.
In addition, each functional module in the embodiments of the present application may be integrated in one processing unit, or each unit may exist alone physically, or two or more units may be integrated in one unit. The integrated units can be realized in a form of hardware or a form of hardware and a form of software functional modules.
It will be evident to those skilled in the art that the application is not limited to the details of the foregoing illustrative embodiments, and that the present application may be embodied in other specific forms without departing from the spirit or essential characteristics thereof.
The present embodiments are, therefore, to be considered in all respects as illustrative and not restrictive, the scope of the application being indicated by the appended claims rather than by the foregoing description, and all changes which come within the meaning and range of equivalency of the claims are therefore intended to be embraced therein. Any reference signs in the claims shall not be construed as limiting the claim concerned.
The embodiment of the application can acquire and process the related data based on the artificial intelligence technology. Among these, artificial intelligence (Artificial Intelligence, AI) is the theory, method, technique and application system that uses a digital computer or a digital computer-controlled machine to simulate, extend and extend human intelligence, sense the environment, acquire knowledge and use knowledge to obtain optimal results.
Furthermore, it is evident that the word "comprising" does not exclude other elements or steps, and that the singular does not exclude a plurality. A plurality of units or means recited in the system claims can also be implemented by means of software or hardware by means of one unit or means. The terms first, second, etc. are used to denote a name, but not any particular order.
Finally, it should be noted that the above-mentioned embodiments are merely for illustrating the technical solution of the present application and not for limiting the same, and although the present application has been described in detail with reference to the preferred embodiments, it should be understood by those skilled in the art that modifications and equivalents may be made to the technical solution of the present application without departing from the spirit and scope of the technical solution of the present application.
Claims (10)
1. An alarm method for dynamically configuring customer service policies by a WCD, which is applied to a cloud server, the method comprising:
acquiring an alarm suggestion of a target monitoring object to a preset original customer service alarm strategy, acquiring individual characteristic information of the target monitoring object, and generating a dynamic customer service alarm strategy according to the alarm suggestion and the individual characteristic information;
judging whether the equipment alarm state data uploaded by the WCD equipment host accords with a preset alarm customer service strategy or not by utilizing the dynamic customer service alarm strategy;
when the equipment alarm state data accords with a preset alarm customer service strategy, customer service alarm information is generated according to a preset target time, and the customer service is informed to carry out intervention treatment on a wearer.
2. The method of alerting a WCD of dynamically configuring a customer service policy of claim 1, further comprising, prior to said determining, with said dynamic customer service alerting policy, whether device alert status data uploaded by a host of a WCD device meets a preset alerting customer service policy:
determining whether device alert status data for the WCD device host has changed;
when the equipment alarm state data is changed, clearing the equipment alarm state data;
and recording the duration of the equipment alarm state data when the equipment alarm state data is unchanged.
3. The method for alerting a WCD to dynamically configure a customer service policy of claim 2, wherein determining whether device alert status data uploaded by a host of a WCD device complies with a preset alert customer service policy using the dynamic customer service alert policy comprises:
calculating the alarm duration of the equipment alarm state data according to the alarm type, the equipment alarm level and the equipment alarm occurrence time in the equipment alarm state data;
and judging whether the equipment alarm state data accords with a preset alarm customer service strategy or not by utilizing the dynamic customer service alarm strategy and the alarm duration time.
4. The method of alerting a WCD to dynamically configure a customer service policy of claim 1, further comprising, prior to generating customer service alert information when the device alert status data meets a preset alert customer service policy:
judging whether the equipment alarm state data exists in the cloud server or not;
when the equipment alarm state data does not exist in the cloud server, the equipment alarm state data is stored in the cloud server;
and when the equipment alarm state data exist in the cloud server, counting the target time of storing the equipment alarm state data into the cloud server.
5. The alert method for a WCD to dynamically configure customer service policies of claim 4, wherein the determining whether device alert status data is present in a cloud server comprises:
vector conversion is carried out on the equipment alarm state data to obtain an alarm state vector, and vector conversion is carried out on first equipment alarm state data in a cloud server to obtain an equipment state vector;
calculating a matching value of the alarm state vector and the device state vector using a matching value formula:
wherein P is the matching value, R i For the i-th vector eigenvalue in the alarm state vector,h is the average value of all vector characteristic values in the alarm state vector i For the i-th vector eigenvalue in the device state vector,/or->The average value of all vector characteristic values in the equipment state vector is taken as the average value, and n is the number of state vectors;
and when the matching value is larger than a preset matching threshold value, the equipment alarm state data exist in the cloud server.
6. The method of alerting a WCD to dynamically configure a customer service policy of claim 1, wherein generating customer service alert information according to a preset target time when the device alert status data conforms to a preset alert customer service policy comprises:
acquiring the first receiving time of the equipment alarm state data, and determining the latest receiving time of the equipment alarm state data according to the target time;
the first receiving time is compared with the latest receiving time in time to obtain an alarm time difference;
determining the customer service alarm level of the equipment alarm state data according to the alarm time difference;
and generating the customer service alarm information according to the customer service alarm level.
7. The alert method for a WCD to dynamically configure a customer service policy of claim 6, further comprising, after the generating the customer service alert information according to the customer service alert level:
and releasing and displaying the customer service alarm information through a preset call center system.
8. An alert device for a WCD to dynamically configure customer service policies, the device comprising:
the dynamic customer service alarm strategy generation module is used for acquiring alarm suggestions of the target monitoring object on a preset original customer service alarm strategy, acquiring individual characteristic information of the target monitoring object and generating a dynamic customer service alarm strategy according to the alarm suggestions and the individual characteristic information;
the equipment alarm state data judging module is used for judging whether the equipment alarm state data uploaded by the WCD equipment host computer accords with a preset alarm customer service strategy or not by utilizing the dynamic customer service alarm strategy;
and the customer service alarm intervention module is used for generating customer service alarm information when the equipment alarm state data accords with a preset alarm customer service strategy, and notifying the customer service to carry out intervention treatment on a wearer.
9. An electronic device, the electronic device comprising:
at least one processor; the method comprises the steps of,
a memory communicatively coupled to the at least one processor; wherein,
the memory stores a computer program executable by the at least one processor to enable the at least one processor to perform the alarm method of dynamically configuring a customer service policy for a WCD as recited in any one of claims 1-7.
10. A computer readable storage medium storing a computer program which when executed by a processor implements a method of alerting a WCD to dynamically configure customer service policies of any one of claims 1 to 7.
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