TWI708160B - A warranty service management system for after-sales service and method - Google Patents

Abstract

A warranty service management system for after-sales service, wherein the system obtaining a warranty document, analyzing the assurance document and generating a parsing file, verifying the content of the parsing file to confirm the authenticity of warranty document.

Description

A guarantee service management system and method for after-sales service

This case is about a guarantee service management system and method for after-sales service, especially for recording the guarantee service content of a specific device, so as to provide corresponding guarantee service management.

In the past, when purchasing goods, consumers obtained guarantee cards, warranty cards, warranty cards and other physical documents from the party selling the products, such as distributors, manufacturers, and so on. When repair services were needed, consumers issued these physical documents to order Dealers, manufacturers or their designated repairers provide corresponding repair services, but the physical files are not easy to save, the specifications are not uniform, and there are often missing situations in practice, or the relevant information is found when after-sales service is needed. Fill in, it is impossible to determine whether to provide after-sales service or the scope of after-sales service, so that consumers often cannot enjoy after-sales service. Although there are currently non-physical electronic guarantee cards, warranty cards, and warranty cards, most of them only convert physical documents into electronic form and provide them to consumers. In practice, there are still problems with preservation and identification.

Therefore, there is a need for a guarantee service management system and method that can assist consumers in managing various forms of guarantee cards, guarantee cards, guarantee cards and other documents and contents.

In view of this, the present invention proposes a guarantee service management system and method for after-sales service.

In one embodiment, a guarantee service management system for after-sales service of the present invention includes: a data acquisition module for acquiring a guarantee document; a data identification module connected with the data acquisition module, Used to parse the guarantee document and generate an analysis file; a storage module connected to the data identification module to store the guarantee document and the analysis file; a data verification module connected to the storage module, Used to obtain the analysis file and verify the content of the analysis file, and generate a verification result; and a guarantee providing module connected to the data verification module to receive the verification result and generate a guarantee content based on the verification result , And provide the storage module for storage.

In one embodiment, the aforementioned guarantee service management system further includes a management module connected to the storage module for managing the guarantee document and the guarantee service content stored in the storage module, wherein the management module includes A management interface.

In one embodiment, the aforementioned guarantee service management system further includes a market data module connected to the management module to provide a market data to the management module; wherein the market data includes at least one selected from durability analysis , Failure analysis, maintenance analysis or buyer analysis data.

In one embodiment, the aforementioned guarantee service management system further includes an insurance module connected to the management module to provide an insurance service to the management module.

In one embodiment, the aforementioned assurance service management system further includes a product recommendation module connected to the management module to provide product information to the management module.

In one embodiment, the aforementioned guarantee service management system further includes a product recommendation module and an insurance module, which are respectively connected to the management module to provide an insurance service and a product information to the management module.

In one embodiment, the analysis file of the aforementioned guarantee service management system includes at least the product model, product serial number, product name, purchase date, manufacturing date, sales date, channel name, channel number, identification seal or invoice number.

The present invention also provides a guarantee service management method for after-sales service. The steps include: a document obtaining step, obtaining a guarantee document through a data obtaining module; and a document analyzing step, analyzing the guarantee document through a data recognition module , And generate an analysis file; a document storage step, through a storage module to store the guarantee document and the analysis file; a document verification step, through a data verification module to verify the content of the analysis file, and generate a verification result; And a guarantee providing step, a guarantee providing module receives the verification result, generates a guarantee content based on the verification result, and provides it to the storage module for storage.

In one embodiment, the analysis step of the aforementioned guarantee service management method for after-sales service includes a guarantee document classification step, and a template analysis step and/or a document content identification step.

In one embodiment, the guarantee document classification step of the guarantee service management method for after-sales service is used to determine whether the guarantee document type is a graphic file or a text file.

In one embodiment, in the aforementioned guarantee service management method for after-sales service, if the guarantee file type is a graphic file, a template analysis step is continued, and a file content identification step is performed on the guarantee file based on the template analysis result To obtain the content of the guarantee document.

In one embodiment, in the aforementioned guarantee service management method for after-sales service, if the guarantee document type is a text file, a document content identification step is performed to obtain the contents of the guarantee document.

In one embodiment, the aforementioned guarantee service management method for after-sales service The analysis file contains at least the product model, product serial number, product name, date of purchase, date of manufacture, date of sale, channel name, channel number, identification stamp or invoice number.

In one embodiment, the aforementioned guarantee service management method for after-sales service further includes a date determination step, which is after the document parsing step, determining whether the parsing file contains a purchase date, a manufacturing date, or A sales date, if any, the purchase date, manufacturing date, or sales date shall be the effective date of the guarantee; if not, the effective date of the guarantee shall be the generation date of the analysis file, and the effective date of the guarantee shall be added to the analysis file .

In one embodiment, the aforementioned guarantee service management method for after-sales service, wherein the guarantee content at least includes a guarantee item, a guarantee period or a guarantee condition.

In one embodiment, the aforementioned guarantee service management method for after-sales service further includes a guarantee service query step, inputting a query request through a management module, and the management module provides the query request to the storage module, And receive the corresponding guarantee content from the storage module.

In one embodiment, the aforementioned guarantee service management method for after-sales service further includes a guarantee service purchase step, inputting a guarantee service purchase request through a management module, and the management module provides the guarantee service purchase request to a Insurance module, and receive the corresponding insurance purchase completion message from the insurance module.

In one embodiment, the aforementioned guarantee service management method for after-sales service further includes a market data query step, inputting a market data query request through a management module, and the management module provides the market data query request to a Market data module, and receive corresponding market data from the market data module.

In one embodiment, the aforementioned guarantee service management method for after-sales service further includes a product recommendation step. A product recommendation request is input through a management module, and the management module will The product recommendation request is provided to a product recommendation module, and corresponding product recommendation information is received from the product recommendation module.

1: Data acquisition module

2: Data recognition module

3: Storage module

4: Data verification module

5: Guarantee to provide modules

6: Management module

7: Insurance module

8: Market data module

9: Product recommendation module

S201-S205: steps

S2021-S2025: steps

S401-S406: steps

S4031-S4037: steps

It is a schematic diagram of an embodiment of the guarantee service management system for after-sales service according to the present invention.

Fig. 2 is a flowchart of an embodiment of a guarantee service management method for after-sales service according to the present invention.

3 is a flowchart of another embodiment of the document analysis step of the guarantee service management method for after-sales service according to the present invention.

Fig. 4 is a flowchart of another embodiment of a guarantee service management method for after-sales service according to the present invention.

FIG. 5 is a flowchart of the date determination steps of another embodiment of the guarantee service management method for after-sales service according to the present invention.

6 is a schematic diagram of another embodiment of the guarantee service management system for after-sales service according to the present invention.

FIG. 7 is a schematic diagram of the management interface of another embodiment of the guarantee service management system for after-sales service according to the present invention.

FIG. 8 is a schematic diagram of a home appliance management interface of another embodiment of the guarantee service management system for after-sales service according to the present invention.

9 is a schematic diagram of a home appliance management interface of another embodiment of the guarantee service management system for after-sales service according to the present invention.

In order to make the technical content, purpose and advantages of the present invention easier to understand, the following will further describe the embodiments of the present invention in detail with reference to the accompanying drawings.

As shown in FIG. 1, according to an embodiment of the present invention, the guarantee service management system for after-sales service of the present invention includes: a data acquisition module 1 for acquiring a guarantee document; and a data identification module 2 , Connected with the data acquisition module 1 to analyze the guarantee document and generate an analysis file; a storage module 3, connected with the data identification module 2 to store the guarantee document and analysis file; a data verification module 4 , Connected with the storage module 3 to obtain the analysis file and verify the content of the analysis file, and generate a verification result; and a guarantee providing module 5 connected with the data verification module 4 to receive the verification result, According to the verification result, a guarantee content is generated and provided to the storage module 3 for storage.

As shown in FIG. 2, the guarantee service management method for after-sales service of the present invention includes steps: a document acquisition step S201, a guarantee document is acquired through a data acquisition module; a document analysis step S202, through a data identification The module parses the guarantee document and generates an analysis file; a document storage step S203, which stores the guarantee document and the analysis file through a storage module; a document verification step S204, which verifies the analysis file through a data verification module And generate a verification result; and a guarantee providing step S205, a guarantee providing module receives the verification result, generates a guarantee content based on the verification result, and provides it to the storage module for storage.

The data acquisition module 1 of the present invention at least includes an optical or electrical Devices capable of receiving information, optical information receiving devices such as cameras, scanners, infrared receivers or CD storage media reading devices, and electrical energy information receiving devices such as Wi-Fi, NFC, RFID, Bluetooth and other devices that use wireless communication technology, Or Ethernet and other devices that use wired communication technology, but it should be understood that it is not limited to this. The user can select a suitable data acquisition module 1 with different types of guarantee documents to obtain a guarantee document to complete the document acquisition step S201. In this embodiment, after a consumer purchases a refrigerator, he also obtains a paper guarantee. The consumer takes pictures of the paper guarantee through the data acquisition module 1 to obtain an image file of the paper guarantee, that is, a guarantee document. In other embodiments, the consumer obtains an electronic guarantee certificate through wireless communication through the data acquisition module 1, and the electronic guarantee certificate is a guarantee document. In other embodiments, the consumer can scan a code (such as a one-dimensional code or a two-dimensional code) through the data acquisition module 1, and obtain an electronic guarantee by wireless communication, which is a guarantee document.

A data identification module 2 is connected to the data acquisition module 1 to analyze the guarantee document and generate an analysis file. As shown in FIGS. 2 and 3, in step S202, after the data identification module 2 receives the guarantee document from the data acquisition module 1, it executes a guarantee document classification step S2021, and a template analysis step S2023 and/or a document content identification Step S2024, wherein the guarantee document classification step S2021 is used to determine whether the guarantee document type is a graphic file or a text file, the template analysis step S2023 is used to analyze the guarantee document of the graphic file, and the document content identification step is used to identify the content of the document . In this embodiment, after the consumer generates a guarantee document from the paper guarantee certificate through step S201, the data identification module 2 performs step S2021 on the guarantee document, and performs step S2021 on the guarantee document. Classification. After determining in step S2022 that the guarantee document is an image file of a paper guarantee, a template analysis step S2023 is continued. The template analysis step S2023 is to first extract image feature information, and perform template comparison based on the image feature information to find whether there is a corresponding Template to obtain a template analysis result, and perform optical character recognition (OCR) recognition processing on a specific area of the guarantee document according to the template analysis result to obtain a document content recognition step to complete step S2024. After the content identification is completed, an analysis file is generated in step S2025. In other embodiments, after it is determined in step S2022 that the guarantee document is an electronic guarantee, the contents of the guarantee document are directly compared to obtain a document content identification step to complete step S2024.

A storage module 3 is connected to the data identification module 2 to perform step S203 to store the guarantee file and the analysis file, where the analysis file at least contains the product model, product serial number, product name, purchase date, manufacturing date, sales date, Channel name, channel number, identification stamp or invoice number. In this embodiment, the parsed file obtained by the consumer through the foregoing steps has the same data as the image file of the paper guarantee, product model, product serial number, product name, purchase date, and an identification stamp. The identification chapter in the analysis file can be an image of the identification chapter, a text extracted from the analysis of the identification chapter, or a combination thereof.

A data verification module 4 is connected to the storage module 3 to perform step S204 to obtain the analysis file and verify the content of the analysis file, and generate a verification result. Data verification module 4 contains verification information from distributors and manufacturers. The verification information includes at least product model, product serial number, product name, channel name, channel code No., identification stamp or invoice number, the data verification module 4 can compare the content of the analysis file with the verification information. If the content of the analysis file is identical to the verification information, the verification is determined to be passed. In this embodiment, the data verification module 4 of the distributor and manufacturer can perform authenticity verification based on the product model, product serial number, product name, and an identification stamp. When the data verification module 4 obtains the product model from the analysis file , Product serial number, product name, purchase date, and an identification stamp, compare it with the verification information in the data verification module 4. For example, the verification information contains the same product model, product serial number, product name, and an identification stamp. It can be judged that the verification is successful, and a verification result that has passed the verification is generated. In other embodiments, when the content of the parsed file and the verification information are less than expected, the verification is determined to be failed, and a verification result that the verification fails is generated. For example, although the content of the analysis file and the verification information both include the product model, product serial number, product name, and an identification chapter, but only the product model and product name are the same, the product serial number and identification chapter are different, the verification is determined to be failed. It should be understood that the verification information can be changed based on factors such as products, distributors, manufacturers, etc., and the verification information is not limited to the content disclosed in this embodiment.

A guarantee providing module 5 is connected to the data verification module 4 to perform step S205 to receive the verification result, generate a guarantee content based on the verification result, and provide it to the storage module 3 for storage. In this embodiment, when the verification result is that the verification is passed, the guarantee providing module 5 searches for the corresponding product guarantee content according to the product model, product serial number, product name, purchase date, and an identification chapter, and the guarantee content includes at least the guarantee items, The guarantee period or guarantee conditions, and the guarantee content is provided to the storage module 3 for storage for subsequent management and utilization.

According to another embodiment of the present invention, as shown in FIG. 4, another embodiment of the guarantee service management method for after-sales service of the present invention includes a file acquisition step S401; a file analysis step S402; and a date determination step S403; a file storage step S404; a file verification step S405; and a guarantee providing step S406, in which the methods and effects of steps S401, S402, S404, S405, and S406 are as described above, and will not be repeated here. . Next, referring to Figure 5, the date determination step S403 is after the document analysis step S402 is executed, first step S4031 is executed to identify the analysis file; then step S4032 is executed to determine whether the analysis file contains a purchase date, a manufacturing date, or A sales date, if yes, execute step S4033, take the purchase date, manufacturing date or sales date as the guarantee effective date, and execute step S4034 to add the guarantee effective date to the analysis file; if not, execute step S4035 from the data recognition model Group 2 obtains the generation date of the analysis file, and then performs step S4036, taking the generation date of the analysis file as the guaranteed effective date, and performs step S4037 to add the guaranteed effective date to the analysis file.

According to another embodiment of the present invention, as shown in FIG. 6, in this embodiment, a guarantee service management system for after-sales service further includes a management module 6, an insurance module 7, and a market data module 8 and a product recommendation module 9. Among them, the management module 6 is connected with the storage module 3 to manage the guarantee documents and guarantee service content stored in the storage module, and the management module 6 includes a management interface. The management interface is shown in Figure 7, including function list, new home appliances, management of my home appliances, analysis of my home appliances, extended warranty/warranty/warranty service, repair/after-sales service, settings and product recommendations, etc., but should be understood The management functions and configuration methods provided by the management interface are not Limited to this.

In this embodiment, the insurance module 7 is used to provide a guarantee service purchase step. The consumer can input a guarantee service purchase request through the management module 6, and the management module 6 provides the guarantee service purchase request to an insurance module 7. , And receive the corresponding insurance purchase completion message from the insurance module 7. Among them, after the insurance module 7 receives the guarantee service purchase request, it generates an insurance purchase interface and insurance content for the consumer to choose the purchase content. After the consumer selects the insurance to be purchased, the insurance content is transmitted to an insurance server for processing. After the insurance is purchased, the insurance module 7 provides the insurance purchase completion message to the management module 6 for reception.

The market data module 8 is used to provide a market data query step. Consumers can enter a market data query request through the management module 6. The management module 6 provides the market data query request to a market data module 8. The market data The module 8 searches a market database based on the requested content, and if there is market data that meets the market data query request, the market data module 8 provides the market data to the management module 6. For example, consumers can input specific product information, such as refrigerator model, etc. through the management module 6, and then the market data module 8 can provide market information for the same product, such as average service life, average first repair year, and main Maintenance items, average repair costs, etc. In other embodiments, the management module 6 can extract the product model, product serial number, product name, warranty item, warranty period or warranty conditions and other information stored in the warranty document and warranty service content stored in the storage module, and provide it to The market data module 8, and then the market data module 8 can provide market data and/or warranty reminders for the same product. By this, the guarantee service management system for after-sales service of the present invention can provide active offer Market information and warranty status of relevant products for consumers.

The product recommendation module 9 is used to provide a product recommendation step. Consumers can input a product recommendation request through the management module, and the management module 6 provides the product recommendation request to a product recommendation module 9 and self-product recommendation module 9 Receive corresponding product recommendations. In addition, the management module 6 can also generate a product recommendation request based on the content of the analysis file stored in the storage module 3. In other embodiments, the management module 6 may also generate product recommendation requests based on the content of the market data.

In other embodiments, when the consumer wants to know the guarantee status of the home appliance he currently owns, it means that the consumer wants to perform the guarantee service query step. At this point, after the consumer clicks on Manage My Home Appliances, it means that the consumer enters a query request through a management interface of the management module 6, and the management module 6 provides the query request to the storage module 3 and self-storage module 3 Receive the corresponding home appliance warranty content, as shown in Figure 8. The warranty content includes the category, model, serial number, warranty start date and warranty expiration date of the home appliance.

In another embodiment, the management interface can also present the results of the query request through augmented reality technology. As shown in Figure 9, after the consumer clicks on Manage My Home Appliances, the management module 6 makes the data acquisition module 1 real-time Acquire the home appliance image, receive the corresponding home appliance guarantee content from the storage module 3, and display the home appliance image and the home appliance guarantee content on the management interface, so that consumers can more easily identify and manage the guarantee status of their home appliances.

Although the embodiments of the present invention have been disclosed in the above embodiments, they are not intended to limit the present invention. Anyone with ordinary knowledge in the relevant technical field can make some changes and modifications without departing from the spirit and scope of the present invention. , All should be based The scope of the rights claimed by the patent, therefore, the scope of protection of this patent shall be subject to the scope of the attached patent application.

1: Data acquisition module

2: Data recognition module

3: Storage module

4: Data verification module

5: Guarantee to provide modules

Claims (20)

A guarantee service management system for after-sales service, including: a data acquisition module to obtain a guarantee document; a data identification module connected to the data acquisition module to analyze the guarantee document and generate An analysis file, wherein the analysis step of the data identification module includes a guarantee document classification step, a template analysis step and/or a document content identification step; a storage module connected to the data identification module for Store the guarantee document and the analysis file; a data verification module connected to the storage module to obtain the analysis file and verify the content of the analysis file, and generate a verification result; and a guarantee provision module, and The data verification module is connected to receive the verification result, generate a guarantee content based on the verification result, and provide it to the storage module for storage. The guarantee service management system as described in claim 1 further includes a management module connected to the storage module for managing the guarantee document and the guarantee service content stored in the storage module. The guarantee service management system according to claim 2, wherein the management module includes a management interface. The guarantee service management system described in claim 2 further includes a market data module connected to the management module to provide a market data to the management module. The guarantee service management system according to claim 4, wherein the market data includes at least one data selected from service life analysis, failure analysis, maintenance analysis, or buyer analysis. The guarantee service management system as described in claim 2 or 4 further includes an insurance module connected to the management module to provide an insurance service to the management module. The guarantee service management system described in claim 2 or 4 further includes a product recommendation module connected to the management module to provide product information to the management module. The guarantee service management system described in claim 6 further includes a product recommendation module connected to the management module to provide product information to the management module. The guarantee service management system according to claim 1, wherein the analysis file includes at least product model, product serial number, product name, purchase date, manufacturing date, sales date, channel name, channel number, identification seal or invoice number. A guarantee service management method for after-sales service. The steps include: a document acquisition step, obtaining a guarantee document through a data acquisition module; a document analysis step, analyzing the guarantee document through a data recognition module and generating a document Analysis file, wherein the analysis step of the data identification module includes a guarantee document classification step, and a template analysis step and/or a document content identification step; a document storage step, storing the guarantee document and the document through a storage module Analysis file; a document verification step, which verifies the content of the analysis file through a data verification module and generates a verification result; and a guarantee provision step, a guarantee provision module receives the verification result, and generates a verification result based on the verification result Guarantee the content and provide it to the storage module for storage. The guarantee service management method according to claim 10, wherein the guarantee document classification step is used to determine whether the guarantee document type is a graphic file or a text file. The guarantee service management method according to claim 11, wherein, if the guarantee document type is a graphic file, a template analysis step is continued, and a document content identification step is performed on the guarantee document according to the template analysis result to obtain the guarantee document Guarantee the content of the document. The guarantee service management method according to claim 10, wherein, if the guarantee document type is a text file, a document content identification step is performed to obtain the contents of the guarantee document. The guarantee service management method according to claim 10, wherein the analysis file includes at least the product model, product serial number, product name, purchase date, manufacturing date, sales date, channel name, channel number, identification seal or invoice number. For example, the guarantee service management method described in claim 10 further includes a date determination step, which is after the document parsing step, determining whether the parsing file contains a purchase date, a manufacturing date or a sales date, if any , The purchase date, manufacturing date, or sales date is the effective date of the guarantee; if not, the date when the analytical file is generated is the effective date of the guarantee, and the effective date of the guarantee is added to the analytical file. The guarantee service management method according to claim 10, wherein the guarantee content includes at least a guarantee item, a guarantee period or a guarantee condition. For example, the guarantee service management method described in claim 10 further includes a guarantee service query step. A query request is input through a management module, and the management module provides the query request to the storage module and sends it from the storage module. Receive the corresponding guarantee content. For example, the guarantee service management method described in claim 10 further includes a guarantee service purchase step. The guarantee service purchase request is input through a management module, and the management module provides the guarantee service purchase request to an insurance module and automatically The insurance module receives the corresponding insurance purchase completion message. For example, the guarantee service management method described in claim 10 further includes a market data query step. A market data query request is input through a management module, and the management module provides the market data query request to a market data module, and Receive corresponding market information from the market data module material. For example, the guarantee service management method described in claim 10 further includes a product recommendation step in which a product recommendation request is input through a management module, and the management module provides the product recommendation request to a product recommendation module and transfers it from the product The recommendation module receives corresponding product recommendation information.

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