WO2023207024A1 - 一种语音控制空调售后方法及系统 - Google Patents

一种语音控制空调售后方法及系统 Download PDF

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Publication number
WO2023207024A1
WO2023207024A1 PCT/CN2022/130030 CN2022130030W WO2023207024A1 WO 2023207024 A1 WO2023207024 A1 WO 2023207024A1 CN 2022130030 W CN2022130030 W CN 2022130030W WO 2023207024 A1 WO2023207024 A1 WO 2023207024A1
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Prior art keywords
voice
sales
user
air conditioner
time
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PCT/CN2022/130030
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English (en)
French (fr)
Inventor
吴岩
张桂芳
丁威
杨丰年
陈祖江
Original Assignee
青岛海尔空调器有限总公司
青岛海尔空调电子有限公司
海尔智家股份有限公司
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Publication of WO2023207024A1 publication Critical patent/WO2023207024A1/zh

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    • 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
    • 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
    • G06Q10/00—Administration; Management
    • G06Q10/02—Reservations, e.g. for tickets, services or events
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
    • G10L2015/223—Execution procedure of a spoken command

Definitions

  • This application relates to the field of smart home technology, and in particular to a voice-controlled air conditioner after-sales method and system.
  • air conditioners often require after-sales service during use.
  • users make appointments by calling the after-sales service hotline.
  • they often do not know the specific after-sales service hotline and cannot contact the after-sales personnel conveniently and quickly. , so as to make an appointment for the corresponding after-sales service.
  • This application provides a voice-controlled air-conditioning after-sales method and system to solve the problem in the prior art that the air-conditioning after-sales service cannot be directly triggered and reservations need to be made separately through an after-sales phone call.
  • this application provides a voice control air conditioner after-sales method, including:
  • the voice connection module is controlled to connect with the platform device of the target after-sales object, and the after-sales reservation result is pushed to the user.
  • the method before starting the voice connection module in the air conditioner, the method further includes:
  • a login prompt voice is sent
  • determining whether the user inputs an address on the operating client includes:
  • an address input reminder voice is sent.
  • the voice connection module is controlled to connect with the platform device of the target after-sales object, and an after-sales reservation is pushed to the user.
  • Results include:
  • the after-sales service reservation process will be entered; otherwise, the inquiry voice for the target after-sales object type will be sent again.
  • the after-sales service reservation process includes:
  • the feedback time is an immediate time, and the immediate time is within the preset time range, then feedback the after-sales reservation success information to the user;
  • the feedback time is the reservation time, and the current time plus the reservation time is within the preset time range, then feedback the after-sales reservation success information to the user;
  • a reselection time prompt voice is sent to the user.
  • the voice control air conditioner after-sales method after receiving the voice service instruction, it also includes:
  • an after-sales service reminder voice will be sent to the user based on the preset play frequency and the preset play time range.
  • this application also provides a voice-controlled air conditioning after-sales system, including:
  • the startup module is used to receive voice service instructions and activate the voice connection module in the air conditioner;
  • a processing module configured to control the voice connection module to connect with the platform device of the target after-sales object based on the target after-sales object in the voice service instruction, and push the after-sales reservation results to the user.
  • the present application also provides an electronic device, including a memory, a processor, and a computer program stored in the memory and executable on the processor.
  • the processor executes the program, any one of the above is implemented. Describe the voice control air conditioner after-sales method.
  • the present application also provides a non-transitory computer-readable storage medium on which a computer program is stored.
  • the computer program is executed by a processor, the voice-controlled air conditioner after-sales method is implemented as described above.
  • the present application also provides a computer program product, including a computer program that, when executed by a processor, implements any one of the above voice-controlled air-conditioning after-sales methods.
  • the voice-controlled air-conditioning after-sales method and system provided by this application opens up the after-sales service channel through direct voice interaction with the air-conditioning, so that the air-conditioning has the function of directly booking after-sales service through voice control without resorting to any intermediate operations, which improves the use of the elderly
  • the user experience of the group realizes the diversification of air-conditioning voice ecological functions.
  • Figure 1 is a schematic flow chart of the voice control air conditioner after-sales method provided by this application.
  • Figure 2 is a schematic flow diagram of an example of voice-controlled air conditioning cleaning provided by this application.
  • FIG. 3 is a schematic structural diagram of the voice-controlled air conditioning after-sales system provided by this application.
  • Figure 4 is a schematic structural diagram of an electronic device provided by this application.
  • the current after-sales service for air conditioners requires users to call the after-sales service hotline, such as "400****", "9****” and other service hotlines to make an appointment for the corresponding after-sales service
  • there are also many types of air-conditioning after-sales services. mainly including cleaning and maintenance.
  • the elderly want to make an after-sales appointment, they are often unable to directly contact the after-sales service personnel, and thus cannot enjoy the corresponding services in a timely manner.
  • this application proposes a voice-controlled air conditioner after-sales method.
  • the corresponding after-sales service can be triggered directly through voice operation of the air conditioner, which greatly facilitates the use of the elderly.
  • Figure 1 is a schematic flow chart of the voice control air conditioner after-sales method provided by this application. As shown in Figure 1, it includes:
  • Step S1 receive the voice service command and start the voice connection module in the air conditioner
  • Step S2 Based on the target after-sales object in the voice service instruction, control the voice connection module to connect with the platform device of the target after-sales object, and push the after-sales reservation result to the user.
  • the voice function of the air conditioner when the voice function of the air conditioner is turned on, the user directly issues a voice service command to the air conditioner, and the voice connection module in the air conditioner is activated, and is connected to the corresponding after-sales service platform according to the specific after-sales service type corresponding to the voice service command.
  • the system identifies and confirms the user's specific after-sales needs, and pushes the confirmed after-sales reservation results to the user, which usually includes informing the user of service content, specific door-to-door service time and other key information.
  • This application directly interacts with the air conditioner through voice interaction to open up the after-sales service channel, so that the air conditioner has the function of directly booking after-sales service through voice control without resorting to any intermediate operations, which improves the user experience of the elderly user group and realizes the air-conditioning voice control function. Diversification of ecological functions.
  • the voice connection module in the air conditioner before starting the voice connection module in the air conditioner, it also includes:
  • a login prompt voice is sent
  • determining whether the user inputs an address on the operation client includes:
  • an address input reminder voice is sent.
  • the user has entered complete address information on the smart APP, it is still necessary to determine whether the user has confirmed the address through voice before. If it is determined that the address has been confirmed, then directly enter the subsequent after-sales reservation link. Otherwise, it is necessary to contact the user. Confirm whether the entered address is correct. If it is incorrect, the user needs to be prompted to modify it.
  • This application pre-sets complete and correct user information in the smart APP, and uses voice interaction to guide users to modify and improve the information in the smart APP in advance, so that subsequent after-sales services can be quickly triggered and matched, improving the user experience.
  • controlling the voice connection module to connect with the platform device of the target after-sales object based on the target after-sales object in the voice service instruction, and pushing the after-sales reservation results to the user includes:
  • the after-sales service reservation process will be entered; otherwise, the inquiry voice for the target after-sales object type will be sent again.
  • the user will be prompted to re-state the type of air conditioner and only repeat it once. That is, if the user enters wrong information multiple times, the relevant process will end early.
  • This application uses voice interaction between the air conditioner and the user to confirm the service type reserved by the user, and sets a reasonable number of process repetitions to avoid an overly long inquiry process that degrades the user experience.
  • the after-sales service reservation process includes:
  • the feedback time is an immediate time, and the immediate time is within the preset time range, then feedback the after-sales reservation success information to the user;
  • the feedback time is the reservation time, and the current time plus the reservation time is within the preset time range, then feedback the after-sales reservation success information to the user;
  • a reselection time prompt voice is sent to the user.
  • the air conditioner interacts with the user through voice, confirms the user's intended after-sales service time, and sends the user "When do you want after-sales service to come to your door?".
  • the user will feedback a desired door-to-door service time, or because he has not considered it for the time being, the output A relatively vague expression, such as: within a few days or casually, etc.
  • the air conditioner will further prompt the user: only 2 hours later, and the time from 9 am to 6 pm can be selected to guide the user to restart Make a confirmation.
  • the above prompt content will also be issued to the user.
  • the setting of the above prompt content is determined by taking into account the rationality of the start of after-sales service and the working hours of after-sales personnel.
  • the air conditioner After the air conditioner confirms the specific after-sales door-to-door service time with the user, it will feedback to the user "Okay, the service staff will contact you further later, please keep the phone open.” The information will be confirmed by phone to complete the closed-loop after-sales service process. .
  • This application interacts with users through air-conditioning voice guidance, and can quickly and easily guide users to confirm the correct and reasonable after-sales appointment time. It has the characteristics of high efficiency and easy operation.
  • the step of receiving the voice service instruction further includes:
  • an after-sales service reminder voice will be sent to the user based on the preset play frequency and preset play time range;
  • the preset best after-sales time period is April or October every year.
  • this application also provides an after-sales service active reminder function.
  • the air conditioner cleaning service when the user has any voice interaction with the air conditioner voice for the first time, if it happens to be the best time for cleaning the air conditioner set by the system, such as April and October, supplementary information will be appended after the voice prompt information: Do you know? Now is the best time to clean the air conditioner. You can directly say "air conditioner cleaning service" to me and you can directly make an appointment to place an order for cleaning service.
  • a frequency limit is also set. Usually it is broadcast once in April and October. A do-not-disturb function is also set up. For example, no push will be performed from 10 pm to 8 am.
  • This application adds appropriate service guidance prompts to the air-conditioning voice interaction, which increases the interest of the voice interaction and improves the user experience. It plays a better prompting role, especially for the elderly.
  • the voice-controlled air-conditioning after-sales system provided by the present application is described below.
  • the voice-controlled air-conditioning after-sales system described below and the voice-controlled air-conditioning after-sales method described above can correspond to each other.
  • FIG 3 is a schematic structural diagram of the voice control air conditioning after-sales system provided by this application. As shown in Figure 3, it includes: a startup module 31 and a processing module 32, wherein:
  • the starting module 31 is used to receive voice service instructions and start the voice connection module in the air conditioner; the processing module 32 is used to control the platform equipment of the voice connection module and the target after-sales object based on the target after-sales object in the voice service instruction. Make a connection and push after-sales reservation results to users.
  • This application directly interacts with the air conditioner through voice interaction to open up the after-sales service channel, so that the air conditioner has the function of directly booking after-sales service through voice control without resorting to any intermediate operations, which improves the user experience of the elderly user group and realizes the air-conditioning voice control function. Diversification of ecological functions.
  • the startup module 31 is also used to:
  • a login prompt voice is sent
  • determining whether the user enters an address on the operating client includes:
  • an address input reminder voice is sent.
  • This application pre-sets complete and correct user information in the smart APP, and uses voice interaction to guide users to modify and improve the information in the smart APP in advance, so that subsequent after-sales services can be quickly triggered and matched, improving the user experience.
  • processing module 32 is specifically used to:
  • the after-sales service reservation process will be entered; otherwise, the inquiry voice for the target after-sales object type will be sent again.
  • This application uses voice interaction between the air conditioner and the user to confirm the service type reserved by the user, and sets a reasonable number of process repetitions to avoid an overly long inquiry process that degrades the user experience.
  • the after-sales service reservation process in the processing module 32 includes:
  • the feedback time is an immediate time, and the immediate time is within the preset time range, then feedback the after-sales reservation success information to the user;
  • the feedback time is the reservation time, and the current time plus the reservation time is within the preset time range, then feedback the after-sales reservation success information to the user;
  • a reselection time prompt voice is sent to the user.
  • This application interacts with users through air-conditioning voice guidance, and can quickly and easily guide users to confirm the correct and reasonable after-sales appointment time. It has the characteristics of high efficiency and easy operation.
  • the receiving voice service instruction in the startup module 31 further includes:
  • an after-sales service reminder voice will be sent to the user based on the preset play frequency and preset play time range;
  • the preset best after-sales time period is April or October every year.
  • This application adds appropriate service guidance prompts to the air-conditioning voice interaction, which increases the interest of the voice interaction and improves the user experience. It plays a better prompting role, especially for the elderly.
  • Figure 4 illustrates a schematic diagram of the physical structure of an electronic device.
  • the electronic device may include: a processor (processor) 410, a communications interface (Communications Interface) 420, a memory (memory) 430 and a communication bus 440.
  • the processor 410, the communication interface 420, and the memory 430 complete communication with each other through the communication bus 440.
  • the processor 410 can call the logical instructions in the memory 430 to execute the voice control air conditioner after-sales method.
  • the method includes: receiving a voice service instruction and activating the voice connection module in the air conditioner; based on the target after-sales object in the voice service instruction, controlling The voice connection module connects with the platform device of the target after-sales object and pushes the after-sales reservation results to the user.
  • the above-mentioned logical instructions in the memory 430 can be implemented in the form of software functional units and can be stored in a computer-readable storage medium when sold or used as an independent product.
  • the technical solution of the present application is essentially or the part that contributes to the existing technology or the part of the technical solution can be embodied in the form of a software product.
  • the computer software product is stored in a storage medium, including Several instructions are used to cause a computer device (which may be a personal computer, a server, or a network device, etc.) to execute all or part of the steps of the methods described in various embodiments of this application.
  • the aforementioned storage media include: U disk, mobile hard disk, read-only memory (ROM, Read-Only Memory), random access memory (RAM, Random Access Memory), magnetic disk or optical disk and other media that can store program code. .
  • the present application also provides a computer program product.
  • the computer program product includes a computer program.
  • the computer program can be stored on a non-transitory computer-readable storage medium.
  • the computer can Execute the voice control air conditioner after-sales method provided by the above methods.
  • the method includes: receiving a voice service instruction and activating the voice connection module in the air conditioner; based on the target after-sales object in the voice service instruction, controlling the voice connection module and the Connect to the platform device of the target after-sales object and push the after-sales reservation results to the user.
  • the present application also provides a non-transitory computer-readable storage medium on which a computer program is stored.
  • the computer program is implemented when executed by the processor to execute the voice control air-conditioning after-sales method provided by each of the above methods.
  • the method It includes: receiving a voice service instruction, activating the voice connection module in the air conditioner; based on the target after-sales object in the voice service instruction, controlling the voice connection module to connect with the platform device of the target after-sales object, and pushing an after-sales reservation to the user result.
  • the device embodiments described above are only illustrative. The units described as separate components may or may not be physically separated.
  • the components shown as units may or may not be physical units, that is, they may be located in One location, or it can be distributed across multiple network units. Some or all of the modules can be selected according to actual needs to achieve the purpose of the solution of this embodiment. Persons of ordinary skill in the art can understand and implement the method without any creative effort.
  • each embodiment can be implemented by software plus a necessary general hardware platform, and of course, it can also be implemented by hardware.
  • the computer software product can be stored in a computer-readable storage medium, such as ROM/RAM, magnetic disk, optical disk, etc., including a number of instructions to cause a computer device (which can be a personal computer, a server, or a network device, etc.) to execute the methods described in various embodiments or certain parts of the embodiments.

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Abstract

本申请提供一种语音控制空调售后方法及系统，包括：接收语音服务指令，启动空调内的语音连接模块；基于所述语音服务指令内的目标售后对象，控制所述语音连接模块与所述目标售后对象的平台设备进行连接，向用户推送售后预约结果。本申请通过直接与空调进行语音交互，打通售后服务通道，使空调具有通过语音控制实现直接预约售后服务的功能，无需借助任何中间操作，提高了老年人使用群体的用户体验感，实现了空调语音生态功能的多样化。

Description

一种语音控制空调售后方法及系统
相关申请的交叉引用
本申请要求于2022年4月28日提交的申请号为202210471118.7，名称为“一种语音控制空调售后方法及系统”的中国专利申请的优先权，其通过引用方式全部并入本文。
技术领域
本申请涉及智能家居技术领域，尤其涉及一种语音控制空调售后方法及系统。
背景技术
随着空调在人们生活中越来越普及，日常生活中使用空调的频率也越来越高，人们对空调的功能要求也越来越高。
目前，空调在使用过程中经常需要使用售后服务，一般都是用户通过拨打售后服务热线进行预约，而对于老年人，往往是不清楚具体的售后服务热线，也无法方便快捷地与售后人员进行联系，从而预约相应的售后服务。
因此，针对空调售后服务的触发，需要提出一种新的方法，使特定人群能通过对空调直接进行操作来解决。
发明内容
本申请提供一种语音控制空调售后方法及系统，用以解决现有技术中空调售后无法直接触发，需单独通过售后电话进行预约的缺陷。
第一方面，本申请提供一种语音控制空调售后方法，包括：
接收语音服务指令，启动空调内的语音连接模块；
基于所述语音服务指令内的目标售后对象，控制所述语音连接模块与所述目标售后对象的平台设备进行连接，向用户推送售后预约结果。
根据本申请提供的一种语音控制空调售后方法，所述启动空调内的语音连接模块之前，还包括：
若确定所述用户未登录操作客户端，则发送登录提示语音；
否则，确定所述用户在所述操作客户端是否输入地址。
根据本申请提供的一种语音控制空调售后方法，所述确定所述用户在所述操作客户端是否输入地址，包括：
若确定所述用户在所述操作客户端已输入地址，且确定所述用户已通过语音方式确认地址，则进入售后预约流程，否则发送地址确认提醒语音；
若确定所述用户在所述操作客户端已输入地址，则发送地址输入提醒语音。
根据本申请提供的一种语音控制空调售后方法，所述基于所述语音服务指令内的目标售后对象，控制所述语音连接模块与所述目标售后对象的平台设备进行连接，向用户推送售后预约结果，包括：
向所述用户发送目标售后对象种类询问语音，接收所述用户的反馈信息；
若确定所述反馈信息正确，则进入售后服务预约流程，否则再次发送所述目标售后对象种类询问语音。
根据本申请提供的一种语音控制空调售后方法，所述进入售后服务预约流程，包括：
向所述用户发送售后预约时间询问语音，接收所述用户的反馈时间；
若确定所述反馈时间为即时时刻，且所述即时时刻在预设时长范围内，则向所述用户反馈售后预约成功信息；
若确定所述反馈时间为预约时间，且当前时刻加上预约时间在所述预设时长范围内，则向所述用户反馈售后预约成功信息；
否则，若所述即时时刻或所述当前时刻加上预约时间不在所述预设时间范围内，则向所述用户发送重新选择时间提示语音。
根据本申请提供的一种语音控制空调售后方法，所述接收语音服务指令之后，还包括：
若确定当前时刻在预设最佳售后时间段，则基于预设播放频次和预设播放时间范围向用户发送预约售后服务提醒语音。
第二方面，本申请还提供一种语音控制空调售后系统，包括：
启动模块，用于接收语音服务指令，启动空调内的语音连接模块；
处理模块，用于基于所述语音服务指令内的目标售后对象，控制所述 语音连接模块与所述目标售后对象的平台设备进行连接，向用户推送售后预约结果。
第三方面，本申请还提供一种电子设备，包括存储器、处理器及存储在存储器上并可在处理器上运行的计算机程序，所述处理器执行所述程序时实现如上述任一种所述语音控制空调售后方法。
第四方面，本申请还提供一种非暂态计算机可读存储介质，其上存储有计算机程序，该计算机程序被处理器执行时实现如上述任一种所述语音控制空调售后方法。
第五方面，本申请还提供一种计算机程序产品，包括计算机程序，所述计算机程序被处理器执行时实现如上述任一种所述语音控制空调售后方法。
本申请提供的语音控制空调售后方法及系统，通过直接与空调进行语音交互，打通售后服务通道，使空调具有通过语音控制实现直接预约售后服务的功能，无需借助任何中间操作，提高了老年人使用群体的用户体验感，实现了空调语音生态功能的多样化。
附图说明
为了更清楚地说明本申请或现有技术中的技术方案，下面将对实施例或现有技术描述中所需要使用的附图作一简单地介绍，显而易见地，下面描述中的附图是本申请的一些实施例，对于本领域普通技术人员来讲，在不付出创造性劳动的前提下，还可以根据这些附图获得其他的附图。
图1是本申请提供的语音控制空调售后方法的流程示意图；
图2是本申请提供的语音控制空调清洗的实例流程示意图；
图3是本申请提供的语音控制空调售后系统的结构示意图；
图4是本申请提供的电子设备的结构示意图。
具体实施方式
为使本申请的目的、技术方案和优点更加清楚，下面将结合本申请中的附图，对本申请中的技术方案进行清楚、完整地描述，显然，所描述的实施例是本申请一部分实施例，而不是全部的实施例。基于本申请中的实施例，本领域普通技术人员在没有作出创造性劳动前提下所获得的所有其 他实施例，都属于本申请保护的范围。
由于目前的空调售后服务都是用户拨打售后服务热线，如“400*****”、“9****”之类的服务热线来预约相应的售后服务，空调售后服务的种类也很多，主要包括清洗和维修，对于老年人想预约售后时，往往无法直接联系售后服务人员，从而不能及时享受对应的服务。本申请针对上述现状，提出一种语音控制空调售后方法，直接通过空调语音操作，即可触发对应的售后服务，极大地方便了老年人使用。
图1是本申请提供的语音控制空调售后方法的流程示意图，如图1所示，包括：
步骤S1，接收语音服务指令，启动空调内的语音连接模块；
步骤S2，基于所述语音服务指令内的目标售后对象，控制所述语音连接模块与所述目标售后对象的平台设备进行连接，向用户推送售后预约结果。
具体地，当空调的语音功能开启时，由使用者对空调直接发出语音服务指令，空调内的语音连接模块启动，根据语音服务指令对应的具体售后服务类型，与相应的售后服务平台进行连接，通过一系列的语音交互过程，系统识别和确认用户的具体售后需求，向用户推送确认后的售后预约结果，通常包括告知用户服务的内容，以及具体的上门服务时间等关键信息。
对于空调清洗场景，空调在使用一段时间后，或者是在空调使用高峰时间之前，往往会产生大量的空调清洗需求。此时，由用户与具备该语音功能的空调进行语音交互，输入满足一定条件的触发语料，例如“清洗/清理/清洁/洗+空调服务”、“(我要/打开/开始/启动/开启/进入/街道/接通)清洗/清理/清洁/洗+空调服务”或者“(我要/打开/开始/启动/开启/进入/街道/接通)空调清洗/清理/清洁/洗+服务”。
识别相应触发语料后，对用户是否登陆相应的操作客户端，以及是否完整正确输入售后需要的相关信息进行验证，通过语音逐步引导用户确定售后服务时间。
本申请通过直接与空调进行语音交互，打通售后服务通道，使空调具有通过语音控制实现直接预约售后服务的功能，无需借助任何中间操作，提高了老年人使用群体的用户体验感，实现了空调语音生态功能的多样化。
基于上述实施例，所述启动空调内的语音连接模块之前，还包括：
若确定所述用户未登录操作客户端，则发送登录提示语音；
否则，确定所述用户在所述操作客户端是否输入地址。
其中，所述确定所述用户在所述操作客户端是否输入地址，包括：
若确定所述用户在所述操作客户端已输入地址，且确定所述用户已通过语音方式确认地址，则进入售后预约流程，否则发送地址确认提醒语音；
若确定所述用户在所述操作客户端已输入地址，则发送地址输入提醒语音。
具体地，如图2所示，通过查询空调输入的语料信息，判断用户是否登录智能APP，若判断未登录，则提示用户“请先登录智能APP，并确认个人资料中’我的地址’是否正确”；若用户已登录智能APP，则进一步判断在智能APP中是否已输入地址，如果未输入，则提示用户“请先在智能APP个人资料页面填写’我的地址’，我才能更好地为你服务喔”。
进一步地，用户如果已经在智能APP上输入完整的地址信息，还需判断用户之前是否通过语音方式确认过地址，如果判断已经确认过，则直接进入后续的售后预约环节，否则，还需要和用户确认输入的地址是否正确，不正确还需要提示用户进行修改。
本申请通过在智能APP中预先设置完整正确的用户信息，并采用语音互动引导用户提前在智能APP中修改和完善信息，便于后续的售后服务能快速被触发和匹配，提升用户的体验。
基于上述任一实施例，所述基于所述语音服务指令内的目标售后对象，控制所述语音连接模块与所述目标售后对象的平台设备进行连接，向用户推送售后预约结果，包括：
向所述用户发送目标售后对象种类询问语音，接收所述用户的反馈信息；
若确定所述反馈信息正确，则进入售后服务预约流程，否则再次发送所述目标售后对象种类询问语音。
具体地，如图2所示，以空调清洗为例，确认用户的基本信息正确完整后，向用户发送语音“你需要清洗挂式空调、柜式空调、家用中央空调还是商用柜机？”，由用户根据语音提示进行选择，且回答的空调类型属 于上述范围内，则继续进入后续的售后服务预约流程，即预约具体的服务时间。
若用户回答的类型不在上述空调类型范围内，则向用户提示需重新说出空调种类，且仅重复一次，即用户如果多次输入错误的信息，则会提前结束相关流程。
本申请通过空调与用户之间的语音交互，确认用户预约的服务类型，且设置合理的流程重复次数，避免过长的询问流程降低用户的使用体验。
基于上述任一实施例，所述进入售后服务预约流程，包括：
向所述用户发送售后预约时间询问语音，接收所述用户的反馈时间；
若确定所述反馈时间为即时时刻，且所述即时时刻在预设时长范围内，则向所述用户反馈售后预约成功信息；
若确定所述反馈时间为预约时间，且当前时刻加上预约时间在所述预设时长范围内，则向所述用户反馈售后预约成功信息；
否则，若所述即时时刻或所述当前时刻加上预约时间不在所述预设时间范围内，则向所述用户发送重新选择时间提示语音。
具体地，空调和用户通过语音互动，确认用户的意向售后服务时间，向用户发送“你希望售后什么时间上门？”，通常用户会反馈一个希望的上门服务时间，或者由于暂时没考虑好，输出了比较模糊的表达，例如：几天之内或者随便之类的，此时，空调会向用户进一步发出提示：只能选择2小时后，且早9点到晚6点的时间，引导用户重新做出确认。
此时，若用户输入了错误的时间，例如不在上述时间范围内，则也会向用户发出上述提示内容。上述提示内容的设置是考虑到售后服务开始的合理性和售后人员的工作时间所共同决定的。
待空调与用户确认了具体的售后上门服务时间之后，会向用户反馈“好的，稍后服务人员会与你进一步联系，请保持电话畅通喔”，通过电话确认信息，完成售后服务的闭环处理。
本申请通过空调语音与用户互动引导，能方便快捷地引导用户确认正确合理的售后预约时间，具有效率高和操作方便的特点。
基于上述任一实施例，所述接收语音服务指令，之后还包括：
若确定当前时刻在预设最佳售后时间段，则基于预设播放频次和预设 播放时间范围向用户发送预约售后服务提醒语音；
所述预设最佳售后时间段为每年的四月份或十月份。
可选地，作为特色服务，本申请在前述实施例的基础上，还提供售后服务主动提醒功能。
例如针对空调清洗服务，当用户首次和空调语音进行任何语音交互时，如果正好是系统设定的清洗空调最佳时间，如四月和十月，在语音提示信息后追加补充信息：知道吗？现在是清洗空调的最佳时间哦，你可以直接对我说“洗空调服务”，就可以直接预约下单清洗服务哦。
为避免过多的信息干扰，还设置了次数限制，通常四月和十月各播报一次即可，同时还设置免打扰功能，例如晚10点到早8点不进行推送。
本申请通过在空调语音互动中增加适当的服务引导提示语音，增加了语音互动的趣味性，提高了用户的使用体验，尤其针对老年人，起到了较好的提示作用。
下面对本申请提供的语音控制空调售后系统进行描述，下文描述的语音控制空调售后系统与上文描述的语音控制空调售后方法可相互对应参照。
图3是本申请提供的语音控制空调售后系统的结构示意图，如图3所示，包括：启动模块31和处理模块32，其中：
启动模块31用于接收语音服务指令，启动空调内的语音连接模块；处理模块32用于基于所述语音服务指令内的目标售后对象，控制所述语音连接模块与所述目标售后对象的平台设备进行连接，向用户推送售后预约结果。
本申请通过直接与空调进行语音交互，打通售后服务通道，使空调具有通过语音控制实现直接预约售后服务的功能，无需借助任何中间操作，提高了老年人使用群体的用户体验感，实现了空调语音生态功能的多样化。
基于上述实施例，所述启动模块31还用于：
若确定所述用户未登录操作客户端，则发送登录提示语音；
否则，确定所述用户在所述操作客户端是否输入地址。
其中，所述确定用户在所述操作客户端是否输入地址，包括：
若确定所述用户在所述操作客户端已输入地址，且确定所述用户已通 过语音方式确认地址，则进入售后预约流程，否则发送地址确认提醒语音；
若确定所述用户在所述操作客户端已输入地址，则发送地址输入提醒语音。
本申请通过在智能APP中预先设置完整正确的用户信息，并采用语音互动引导用户提前在智能APP中修改和完善信息，便于后续的售后服务能快速被触发和匹配，提升用户的体验。
基于上述任一实施例，所述处理模块32具体用于：
向所述用户发送目标售后对象种类询问语音，接收所述用户的反馈信息；
若确定所述反馈信息正确，则进入售后服务预约流程，否则再次发送所述目标售后对象种类询问语音。
本申请通过空调与用户之间的语音交互，确认用户预约的服务类型，且设置合理的流程重复次数，避免过长的询问流程降低用户的使用体验。
基于上述任一实施例，所述处理模块32中的所述进入售后服务预约流程，包括：
向所述用户发送售后预约时间询问语音，接收所述用户的反馈时间；
若确定所述反馈时间为即时时刻，且所述即时时刻在预设时长范围内，则向所述用户反馈售后预约成功信息；
若确定所述反馈时间为预约时间，且当前时刻加上预约时间在所述预设时长范围内，则向所述用户反馈售后预约成功信息；
否则，若所述即时时刻或所述当前时刻加上预约时间不在所述预设时间范围内，则向所述用户发送重新选择时间提示语音。
本申请通过空调语音与用户互动引导，能方便快捷地引导用户确认正确合理的售后预约时间，具有效率高和操作方便的特点。
基于上述任一实施例，所述启动模块31中的所述接收语音服务指令，之后还包括：
若确定当前时刻在预设最佳售后时间段，则基于预设播放频次和预设播放时间范围向用户发送预约售后服务提醒语音；
所述预设最佳售后时间段为每年的四月份或十月份。
本申请通过在空调语音互动中增加适当的服务引导提示语音，增加了 语音互动的趣味性，提高了用户的使用体验，尤其针对老年人，起到了较好的提示作用。
图4示例了一种电子设备的实体结构示意图，如图4所示，该电子设备可以包括：处理器(processor)410、通信接口(Communications Interface)420、存储器(memory)430和通信总线440，其中，处理器410，通信接口420，存储器430通过通信总线440完成相互间的通信。处理器410可以调用存储器430中的逻辑指令，以执行语音控制空调售后方法，该方法包括：接收语音服务指令，启动空调内的语音连接模块；基于所述语音服务指令内的目标售后对象，控制所述语音连接模块与所述目标售后对象的平台设备进行连接，向用户推送售后预约结果。
此外，上述的存储器430中的逻辑指令可以通过软件功能单元的形式实现并作为独立的产品销售或使用时，可以存储在一个计算机可读取存储介质中。基于这样的理解，本申请的技术方案本质上或者说对现有技术做出贡献的部分或者该技术方案的部分可以以软件产品的形式体现出来，该计算机软件产品存储在一个存储介质中，包括若干指令用以使得一台计算机设备(可以是个人计算机，服务器，或者网络设备等)执行本申请各个实施例所述方法的全部或部分步骤。而前述的存储介质包括：U盘、移动硬盘、只读存储器(ROM，Read-Only Memory)、随机存取存储器(RAM，Random Access Memory)、磁碟或者光盘等各种可以存储程序代码的介质。
另一方面，本申请还提供一种计算机程序产品，所述计算机程序产品包括计算机程序，计算机程序可存储在非暂态计算机可读存储介质上，所述计算机程序被处理器执行时，计算机能够执行上述各方法所提供的语音控制空调售后方法，该方法包括：接收语音服务指令，启动空调内的语音连接模块；基于所述语音服务指令内的目标售后对象，控制所述语音连接模块与所述目标售后对象的平台设备进行连接，向用户推送售后预约结果。
又一方面，本申请还提供一种非暂态计算机可读存储介质，其上存储有计算机程序，该计算机程序被处理器执行时实现以执行上述各方法提供的语音控制空调售后方法，该方法包括：接收语音服务指令，启动空调内的语音连接模块；基于所述语音服务指令内的目标售后对象，控制所述语音连接模块与所述目标售后对象的平台设备进行连接，向用户推送售后预 约结果。以上所描述的装置实施例仅仅是示意性的，其中所述作为分离部件说明的单元可以是或者也可以不是物理上分开的，作为单元显示的部件可以是或者也可以不是物理单元，即可以位于一个地方，或者也可以分布到多个网络单元上。可以根据实际的需要选择其中的部分或者全部模块来实现本实施例方案的目的。本领域普通技术人员在不付出创造性的劳动的情况下，即可以理解并实施。
通过以上的实施方式的描述，本领域的技术人员可以清楚地了解到各实施方式可借助软件加必需的通用硬件平台的方式来实现，当然也可以通过硬件。基于这样的理解，上述技术方案本质上或者说对现有技术做出贡献的部分可以以软件产品的形式体现出来，该计算机软件产品可以存储在计算机可读存储介质中，如ROM/RAM、磁碟、光盘等，包括若干指令用以使得一台计算机设备(可以是个人计算机，服务器，或者网络设备等)执行各个实施例或者实施例的某些部分所述的方法。
最后应说明的是：以上实施例仅用以说明本申请的技术方案，而非对其限制；尽管参照前述实施例对本申请进行了详细的说明，本领域的普通技术人员应当理解：其依然可以对前述各实施例所记载的技术方案进行修改，或者对其中部分技术特征进行等同替换；而这些修改或者替换，并不使相应技术方案的本质脱离本申请各实施例技术方案的精神和范围。

Claims (10)

  1. 一种语音控制空调售后方法，包括：
    接收语音服务指令，启动空调内的语音连接模块；
    基于所述语音服务指令内的目标售后对象，控制所述语音连接模块与所述目标售后对象的平台设备进行连接，向用户推送售后预约结果。
  2. 根据权利要求1所述的语音控制空调售后方法，其中，所述启动空调内的语音连接模块之前，还包括：
    若确定所述用户未登录操作客户端，则发送登录提示语音；
    否则，确定所述用户在所述操作客户端是否输入地址。
  3. 根据权利要求2所述的语音控制空调售后方法，其中，所述确定所述用户在所述操作客户端是否输入地址，包括：
    若确定所述用户在所述操作客户端已输入地址，且确定所述用户已通过语音方式确认地址，则进入售后预约流程，否则发送地址确认提醒语音；
    若确定所述用户在所述操作客户端已输入地址，则发送地址输入提醒语音。
  4. 根据权利要求1所述的语音控制空调售后方法，其中，所述基于所述语音服务指令内的目标售后对象，控制所述语音连接模块与所述目标售后对象的平台设备进行连接，向用户推送售后预约结果，包括：
    向所述用户发送目标售后对象种类询问语音，接收所述用户的反馈信息；
    若确定所述反馈信息正确，则进入售后服务预约流程，否则再次发送所述目标售后对象种类询问语音。
  5. 根据权利要求4所述的语音控制空调售后方法，其中，所述进入售后服务预约流程，包括：
    向所述用户发送售后预约时间询问语音，接收所述用户的反馈时间；
    若确定所述反馈时间为即时时刻，且所述即时时刻在预设时长范围内，则向所述用户反馈售后预约成功信息；
    若确定所述反馈时间为预约时间，且当前时刻加上预约时间在所述预设时长范围内，则向所述用户反馈售后预约成功信息；
    否则，若所述即时时刻或所述当前时刻加上预约时间不在所述预设时 间范围内，则向所述用户发送重新选择时间提示语音。
  6. 根据权利要求1至5中任一所述的语音控制空调售后方法，其中，所述接收语音服务指令之后，还包括：
    若确定当前时刻在预设最佳售后时间段，则基于预设播放频次和预设播放时间范围向用户发送预约售后服务提醒语音；
    所述预设最佳售后时间段为每年的四月份或十月份。
  7. 一种语音控制空调售后系统，包括：
    启动模块，用于接收语音服务指令，启动空调内的语音连接模块；
    处理模块，用于基于所述语音服务指令内的目标售后对象，控制所述语音连接模块与所述目标售后对象的平台设备进行连接，向用户推送售后预约结果。
  8. 一种电子设备，包括存储器、处理器及存储在所述存储器上并可在所述处理器上运行的计算机程序，其中，所述处理器执行所述程序时实现如权利要求1至6任一项所述语音控制空调售后方法。
  9. 一种非暂态计算机可读存储介质，其上存储有计算机程序，其中，所述计算机程序被处理器执行时实现如权利要求1至6任一项所述语音控制空调售后方法。
  10. 一种计算机程序产品，包括计算机程序，其中，所述计算机程序被处理器执行时实现如权利要求1至6任一项所述语音控制空调售后方法。
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