WO2023113716A1 - A service management system - Google Patents
A service management system Download PDFInfo
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- WO2023113716A1 WO2023113716A1 PCT/TR2022/050897 TR2022050897W WO2023113716A1 WO 2023113716 A1 WO2023113716 A1 WO 2023113716A1 TR 2022050897 W TR2022050897 W TR 2022050897W WO 2023113716 A1 WO2023113716 A1 WO 2023113716A1
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- WO
- WIPO (PCT)
- Prior art keywords
- application
- server
- database
- solution
- users
- Prior art date
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- 238000000034 method Methods 0.000 claims description 12
- 238000013024 troubleshooting Methods 0.000 claims description 5
- 230000001960 triggered effect Effects 0.000 claims description 4
- 238000013473 artificial intelligence Methods 0.000 claims description 2
- 238000003066 decision tree Methods 0.000 claims description 2
- 238000012384 transportation and delivery Methods 0.000 claims description 2
- 230000000007 visual effect Effects 0.000 claims description 2
- 238000003745 diagnosis Methods 0.000 description 4
- 238000007726 management method Methods 0.000 description 3
- 238000003058 natural language processing Methods 0.000 description 2
- 230000007812 deficiency Effects 0.000 description 1
- 230000014509 gene expression Effects 0.000 description 1
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
Definitions
- the present invention relates to a system which enables to perform after-sales services remotely and to solve malfunctioning device problems by providing information to users about solution of device problems.
- the Chinese patent document no. CN109213773A discloses an on-line fault diagnosis method and device and electronic apparatus.
- steps of obtaining a troubleshooting keyword; selecting a corresponding check node according to the check keyword, and constructing a fault check tree based on the check node; performing corresponding fault diagnosis according to log information associated with the on-line fault in the fault troubleshooting tree; and recording the results of the fault diagnosis are followed up.
- the different services are classified and abstracted to form the query logic by adopting the method, by pertinently inputting the problem of users, the problem is mapped to the search logic to form the search tree for the search, and the problem points are analyzed.
- This search process and the reasons for the problem are reported to the outside and thus this greatly reduces the manpower input and time cost consumption of the search problem caused by the complexity of the problem after the fault or online problem is generated.
- An objective of the present invention is to realize a system which enables users, who are devices owners, to access information about solutions of problems or failures by transmitting the problems they experience online.
- Another objective of the present invention is to realize a system which enables to detect the mistakes made by device owners concerning the use of device or solution of problem while they express the problems being experienced.
- Figure l is a schematic view of the inventive system.
- the electronic device (2) included in the inventive system (1) is a device such as smartphone, tablet computer, desktop computer or portable computer configured to run at least one application (3) on it.
- the said electronic device (2) has speakers providing audio output, at least one camera with the capability of taking picture, and at least one input unit in the form of key or touchscreen.
- the electronic device (2) is configured to establish connection with the server (5) by using any remote communication protocol included in the state of the art and to ensure that data exchange is realized between the application (3) and the server (5) over this connection established.
- the server (3) is configured to realize data exchange with the server (5) by using a data bus such as Internet.
- the application (3) included in the inventive system (1) is run on the electronic device (2) and is configured to enable at least users to create a service demand by entering the fault and problem information related to their devices.
- the said application (3) is configured to present at least one interface adapted to enable users to enter their device and problem information in the form of text data by means of a chat assistant and to receive guidance.
- the application (3) is configured to enable users to view instructions, transaction steps, images and video contents related to problem solutions.
- the said application (3) is configured to ensure that alternative solution offers are presented such as taking delivery of a malfunctioning device by cargo and then they are delivered to service points in cases where no solution is available for the problems specified by users.
- the application (3) is configured to present at least one interface adapted so as to enable an authorized user -who is an official of the company producing the device- to enter the brand, model, problem and problem solutions related to the devices.
- the said application (3) is configured to enable authorized users to match problem and solution offers, add new device models, enter the device problems and add visual contents such as photo and/or video related to the problem solution.
- the application (3) is configured to enable users to comment on and/or approve the solution offers presented to them.
- the database (4) included in the inventive system (1) is in communication with the server (5) and is configured to be managed by the server (5).
- the said database (4) is configured to keep the contents concerning the solution offers and solution instructions determined by the producing company, under record in it such that they are associated with a distinctive singular identity information concerning the device and the problem.
- the database (4) is also configured to keep the information concerning the device and the user information, under record in it together with a distinctive singular identity information related to the device.
- the server (5) included in the inventive system (1) is configured to establish communication with the electronic device (2) by using any remote communication protocol included in the state of the art and to realize data exchange with the application (3) being run on the electronic device (2) over this communication established.
- the server (5) is configured to establish communication with the electronic device (2) over a data networks such as Internet.
- the server (5) is configured to manage the database (4) by means of transactions such as performing new data recording into the database (4), deleting the recorded data within the database (4), changing the recorded data within the database (4) and updating the recorded data within the database (2).
- the server (5) is configured to receive brand, model, potential problems and instructions for problem solving about devices that are entered by an authorized user -who is an employee of the company selling the product- over the application (3) and to save them to the database (4) together with a distinctive information concerning the device.
- the server (5) is configured to receive the information related to the said demands from the application (3), upon being triggered by the troubleshooting demands created by users on the application (3).
- the server (5) is configured to receive the text data transmitted by the user to the chat assistant -that is presented by the application (3)- and then to process them by means of NLP (Natural Language Processing) technique and to detect the mistakes made by the user in device use and/or problem solution or problems occurring in the deice.
- the server (5) is configured to make a query on the database (4) in accordance with the detected fault and problem data, to receive suitable solution offers and then transmit them to the application (3) to be presented to the user.
- the server (5) is configured to set a score by users by means of a decision tree method for solutions provided in accordance with the comments and feedbacks concerning the solutions provided for users and to save it into the database (4).
- the server (5) is configured to create a record for directing users to alternative solutions and to transmit it to the application (3), if it detects that there is no solution offer being recorded within the database (4) for the problem transmitted by the user.
- the server (5) is configured to match the solution offers of problems with newly released devices or devices requiring update by analysing the brand, model, problem and solution data -that are entered related to the device by an authorized user who is a company employee over the application (3)- by means of an artificial intelligence application running on it and to associate the problem and solution offers with the said devices and then to save them into the database (4).
- inventive system (1) users who are devices owners can specify the problems they experience and device problems over the application (3) when they have a problem about their devices and transmit the solution contents specified by the producing company to the application (3), by detecting the problem being experienced in the device or the mistakes made by the user from the expressions specified by the user via the server (5).
- device owners can take action for troubleshooting of their devices having problem without visiting service points.
Abstract
The present invention relates to a system (1) which enables to perform after-sales services remotely and to solve malfunctioning device problems by providing information to users about solution of device problems.
Description
A SERVICE MANAGEMENT SYSTEM
Technical Field
The present invention relates to a system which enables to perform after-sales services remotely and to solve malfunctioning device problems by providing information to users about solution of device problems.
Background of the Invention
Today, users having particularly car or electronic device create a demand in order to get their problems solved by delivering malfunctioning devices to service points for solution of problems occurring after purchase of devices. However, delivering devices to service points is not always an easy process and it is also a process that is a burden to users. In addition, although it is not noticed by users, devices may be left to service points unnecessarily in cases where the solution of device problem is quite easy and it can be solved remotely.
Therefore, considering the studies and the deficiencies in the state of art, it is understood that there is a need for a system which enables to solve problems occurring in devices remotely without the need for device owners to visit service points or go to repair centers within the scope of after-sales services.
The Chinese patent document no. CN109213773A, an application in the state of the art, discloses an on-line fault diagnosis method and device and electronic apparatus. In the on-line fault diagnosis method, steps of obtaining a troubleshooting keyword; selecting a corresponding check node according to the check keyword, and constructing a fault check tree based on the check node; performing corresponding fault diagnosis according to log information associated
with the on-line fault in the fault troubleshooting tree; and recording the results of the fault diagnosis are followed up. As the different services are classified and abstracted to form the query logic by adopting the method, by pertinently inputting the problem of users, the problem is mapped to the search logic to form the search tree for the search, and the problem points are analyzed. This search process and the reasons for the problem are reported to the outside and thus this greatly reduces the manpower input and time cost consumption of the search problem caused by the complexity of the problem after the fault or online problem is generated.
Summary of the Invention
An objective of the present invention is to realize a system which enables users, who are devices owners, to access information about solutions of problems or failures by transmitting the problems they experience online.
Another objective of the present invention is to realize a system which enables to detect the mistakes made by device owners concerning the use of device or solution of problem while they express the problems being experienced.
Detailed Description of the Invention
“A Service Management System” realized to fulfil the objective of the present invention is shown in the figure attached, in which:
Figure l is a schematic view of the inventive system.
The components illustrated in the figure are individually numbered, where the numbers refer to the following:
1. System
2. Electronic device
3. Application
4. Database
5. Server
The inventive system (1) which enables to perform after-sales services remotely and to solve malfunctioning device problems by providing information to users about solution of device problems comprises: at least one electronic device (2) which is configured to realize data exchange by using any remote communication protocol and to run at least one application on it; at least one application (3) which is run on the electronic device (2); is configured to enable at least users to specify the information about the device they experience problem and the problem details, and to view the contents presented related to the solution thereof; at least one database (4) which is configured to keep the information about solution offers determined by producing company, device and user information under record in it; and at least one server (5) which is configured to establish communication with the electronic device (2) by using any remote communication protocol; to realize data exchange with the application (3) being run on the electronic device (2) over this communication established; to manage the database (4); to access the information and solution offers about the said device upon being triggered when a device problem information is transmitted by a user via the application (3); to determine the solution offers of any problem automatically for newly released devices and updated devices by analysing the previous problems and solution offers being kept under record and to save them to the database (4); and to transmit the solution offers achieved for the problem specified by the user and the contents thereof, in order to be presented to the user.
The electronic device (2) included in the inventive system (1) is a device such as smartphone, tablet computer, desktop computer or portable computer configured to run at least one application (3) on it. The said electronic device (2) has speakers providing audio output, at least one camera with the capability of taking picture, and at least one input unit in the form of key or touchscreen. The electronic device (2) is configured to establish connection with the server (5) by using any remote communication protocol included in the state of the art and to ensure that data exchange is realized between the application (3) and the server (5) over this connection established. In a preferred embodiment of the invention, the server (3) is configured to realize data exchange with the server (5) by using a data bus such as Internet.
The application (3) included in the inventive system (1) is run on the electronic device (2) and is configured to enable at least users to create a service demand by entering the fault and problem information related to their devices. The said application (3) is configured to present at least one interface adapted to enable users to enter their device and problem information in the form of text data by means of a chat assistant and to receive guidance. The application (3) is configured to enable users to view instructions, transaction steps, images and video contents related to problem solutions. The said application (3) is configured to ensure that alternative solution offers are presented such as taking delivery of a malfunctioning device by cargo and then they are delivered to service points in cases where no solution is available for the problems specified by users. The application (3) is configured to present at least one interface adapted so as to enable an authorized user -who is an official of the company producing the device- to enter the brand, model, problem and problem solutions related to the devices. The said application (3) is configured to enable authorized users to match problem and solution offers, add new device models, enter the device problems and add visual contents such as photo and/or video related to the problem solution. The application (3) is configured to enable users to comment on and/or approve the solution offers presented to them.
The database (4) included in the inventive system (1) is in communication with the server (5) and is configured to be managed by the server (5). The said database (4) is configured to keep the contents concerning the solution offers and solution instructions determined by the producing company, under record in it such that they are associated with a distinctive singular identity information concerning the device and the problem. The database (4) is also configured to keep the information concerning the device and the user information, under record in it together with a distinctive singular identity information related to the device.
The server (5) included in the inventive system (1) is configured to establish communication with the electronic device (2) by using any remote communication protocol included in the state of the art and to realize data exchange with the application (3) being run on the electronic device (2) over this communication established. In a preferred embodiment of the invention, the server (5) is configured to establish communication with the electronic device (2) over a data networks such as Internet. The server (5) is configured to manage the database (4) by means of transactions such as performing new data recording into the database (4), deleting the recorded data within the database (4), changing the recorded data within the database (4) and updating the recorded data within the database (2).
The server (5) is configured to receive brand, model, potential problems and instructions for problem solving about devices that are entered by an authorized user -who is an employee of the company selling the product- over the application (3) and to save them to the database (4) together with a distinctive information concerning the device.
In a preferred embodiment of the invention, the server (5) is configured to receive the information related to the said demands from the application (3), upon being triggered by the troubleshooting demands created by users on the application (3). The server (5) is configured to receive the text data transmitted by the user to the chat assistant -that is presented by the application (3)- and then to process them by
means of NLP (Natural Language Processing) technique and to detect the mistakes made by the user in device use and/or problem solution or problems occurring in the deice. The server (5) is configured to make a query on the database (4) in accordance with the detected fault and problem data, to receive suitable solution offers and then transmit them to the application (3) to be presented to the user. The server (5) is configured to set a score by users by means of a decision tree method for solutions provided in accordance with the comments and feedbacks concerning the solutions provided for users and to save it into the database (4).
The server (5) is configured to create a record for directing users to alternative solutions and to transmit it to the application (3), if it detects that there is no solution offer being recorded within the database (4) for the problem transmitted by the user.
In a preferred embodiment of the invention, the server (5) is configured to match the solution offers of problems with newly released devices or devices requiring update by analysing the brand, model, problem and solution data -that are entered related to the device by an authorized user who is a company employee over the application (3)- by means of an artificial intelligence application running on it and to associate the problem and solution offers with the said devices and then to save them into the database (4).
Industrial Application of the Invention
In the inventive system (1), users who are devices owners can specify the problems they experience and device problems over the application (3) when they have a problem about their devices and transmit the solution contents specified by the producing company to the application (3), by detecting the problem being experienced in the device or the mistakes made by the user from the expressions specified by the user via the server (5). Thus, it is ensured that device owners can take action for troubleshooting of their devices having problem without visiting service points.
Within these basic concepts; it is possible to develop various embodiments of the inventive “Service Management System (1)”; the invention cannot be limited to examples disclosed herein and it is essentially according to claims.
Claims
1. A system (1) which enables to perform after-sales services remotely and to solve malfunctioning device problems by providing information to users about solution of device problems; comprising at least one electronic device (2) which is configured to realize data exchange by using any remote communication protocol and to run at least one application on it; at least one application (3) which is run on the electronic device (2); is configured to enable at least users to specify the information about the device they experience problem and the problem details, and to view the contents presented related to the solution thereof; at least one database (4) which is configured to keep the information about solution offers determined by producing company, device and user information under record in it; and and characterized by at least one server (5) which is configured to establish communication with the electronic device (2) by using any remote communication protocol; to realize data exchange with the application (3) being run on the electronic device (2) over this communication established; to manage the database (4); to access the information and solution offers about the said device upon being triggered when a device problem information is transmitted by a user via the application (3); to determine the solution offers of any problem automatically for newly released devices and updated devices by analysing the previous problems and solution offers being kept under record and to save them to the database (4); and to transmit the solution offers achieved for the problem specified by the user and the contents thereof, in order to be presented to the user.
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A system (1) according to Claim 1; characterized by the electronic device (2) which is a device such as smartphone, tablet computer, desktop computer or portable computer configured to run at least one application (3) on it. A system (1) according to Claim 1 or 2; characterized by the electronic device (2) which has speakers providing audio output, at least one camera with the capability of taking picture, and at least one input unit in the form of key or touchscreen. A system (1) according to any of the preceding claims; characterized by the electronic device (2) which is configured to establish connection with the server (5) by using any remote communication protocol and to ensure that data exchange is realized between the application (3) and the server (5) over this connection established. A system (1) according to Claim 4; characterized by the electronic device (2) which is configured to realize data exchange with the server (5) by using a data bus such as Internet. A system (1) according to any of the preceding claims; characterized by the application (3) which is run on the electronic device (2) and is configured to enable at least users to create a service demand by entering the fault and problem information related to their devices. A system (1) according to any of the preceding claims; characterized by the application (3) which is configured to present at least one interface adapted to enable users to enter their device and problem information in the form of text data by means of a chat assistant and to receive guidance.
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8. A system (1) according to any of the preceding claims; characterized by the application (3) which is configured to enable users to view instructions, transaction steps, images and video contents related to problem solutions.
9. A system (1) according to any of the preceding claims; characterized by the application (3) which is configured to ensure that alternative solution offers are presented such as taking delivery of a malfunctioning device by cargo and then they are delivered to service points in cases where no solution is available for the problems specified by users.
10. A system (1) according to any of the preceding claims; characterized by the application (3) which is configured to present at least one interface adapted so as to enable an authorized user -who is an official of the company producing the device- to enter the brand, model, problem and problem solutions related to the devices.
11. A system (1) according to any of the preceding claims; characterized by the application (3) which is configured to enable authorized users to match problem and solution offers, add new device models, enter the device problems and add visual contents such as photo and/or video related to the problem solution.
12. A system (1) according to any of the preceding claims; characterized by the application (3) which is configured to enable users to comment on and/or approve the solution offers presented to them.
13. A system (1) according to any of the preceding claims; characterized by the database (4) which is in communication with the server (5) and is configured to be managed by the server (5).
10
A system (1) according to any of the preceding claims; characterized by the database (4) which is configured to keep the contents concerning the solution offers and solution instructions determined by the producing company, under record in it such that they are associated with a distinctive singular identity information concerning the device and the problem. A system (1) according to any of the preceding claims; characterized by the database (4) which is configured to keep the information concerning the device and the user information, under record in it together with a distinctive singular identity information related to the device. A system (1) according to any of the preceding claims; characterized by the server (5) which is configured to establish communication with the electronic device (2) by using any remote communication protocol included in the state of the art and to realize data exchange with the application (3) being run on the electronic device (2) over this communication established. A system (1) according to Claim 16; characterized by the server (5) which is configured to establish communication with the electronic device (2) over a data networks such as Internet. A system (1) according to any of the preceding claims; characterized by the server (5) which is configured to manage the database (4) by means of transactions such as performing new data recording into the database (4), deleting the recorded data within the database (4), changing the recorded data within the database (4) and updating the recorded data within the database (2). A system (1) according to any of the preceding claims; characterized by the server (5) which is configured to receive brand, model, potential problems and instructions for problem solving about devices that are entered
11
by an authorized user -who is an employee of the company selling the product- over the application (3) and to save them to the database (4) together with a distinctive information concerning the device.
20. A system (1) according to any of the preceding claims; characterized by the server (5) which is configured to receive the information related to the said demands from the application (3), upon being triggered by the troubleshooting demands created by users on the application (3).
21. A system (1) according to any of the preceding claims; characterized by the server (5) which is configured to receive the text data transmitted by the user to the chat assistant -that is presented by the application (3)- and then to process them by means of NLP technique and to detect the mistakes made by the user in device use and/or problem solution or problems occurring in the deice.
22. A system (1) according to any of the preceding claims; characterized by the server (5) which is configured to make a query on the database (4) in accordance with the detected fault and problem data, to receive suitable solution offers and then transmit them to the application (3) to be presented to the user.
23. A system (1) according to any of the preceding claims; characterized by the server (5) which is configured to set a score by users by means of a decision tree method for solutions provided in accordance with the comments and feedbacks concerning the solutions provided for users and to save it into the database (4).
24. A system (1) according to any of the preceding claims; characterized by the server (5) which is configured to create a record for directing users to alternative solutions and to transmit it to the application (3), if it detects that
12
there is no solution offer being recorded within the database (4) for the problem transmitted by the user. A system (1) according to any of the preceding claims; characterized by the server (5) which is configured to match the solution offers of problems with newly released devices or devices requiring update by analysing the brand, model, problem and solution data -that are entered related to the device by an authorized user who is a company employee over the application (3)- by means of an artificial intelligence application running on it and to associate the problem and solution offers with the said devices and then to save them into the database (4).
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Applications Claiming Priority (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| TR2021020245 | 2021-12-16 | ||
| TR2021/020245 TR2021020245A1 (en) | 2021-12-16 | A SERVICE MANAGEMENT SYSTEM |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| WO2023113716A1 true WO2023113716A1 (en) | 2023-06-22 |
Family
ID=86773291
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| PCT/TR2022/050897 WO2023113716A1 (en) | 2021-12-16 | 2022-08-23 | A service management system |
Country Status (1)
| Country | Link |
|---|---|
| WO (1) | WO2023113716A1 (en) |
Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112422381A (en) * | 2020-11-18 | 2021-02-26 | 青岛海尔科技有限公司 | Equipment fault processing method and device, storage medium and electronic device |
| CN112596937A (en) * | 2020-12-22 | 2021-04-02 | 青岛海尔科技有限公司 | Fault processing method and device, storage medium and electronic device |
| CN113839991A (en) * | 2021-08-30 | 2021-12-24 | 青岛海尔科技有限公司 | Method and device for confirming equipment information, storage medium and electronic device |
-
2022
- 2022-08-23 WO PCT/TR2022/050897 patent/WO2023113716A1/en unknown
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112422381A (en) * | 2020-11-18 | 2021-02-26 | 青岛海尔科技有限公司 | Equipment fault processing method and device, storage medium and electronic device |
| CN112596937A (en) * | 2020-12-22 | 2021-04-02 | 青岛海尔科技有限公司 | Fault processing method and device, storage medium and electronic device |
| CN113839991A (en) * | 2021-08-30 | 2021-12-24 | 青岛海尔科技有限公司 | Method and device for confirming equipment information, storage medium and electronic device |
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