Method and system for processing network problems of television by grading, and television

Abstract

The invention provides a method for processing network problems of a television by grading. The method comprises the following steps of: A, dividing the network problems of the television into a plurality of grades; B, judging the grade of a network problem of the television and displaying relevant information of the problem; C, performing corresponding distribution processing according to the grade of the problem; and D, acquiring a processed result of the problem, upgrading the non-solved problem and performing the distribution processing again. By the scheme of the invention, the possible network problems of the television can be submitted to proper users quickly through a problem grading mechanism, an automatic problem grade determining mechanism, an automatic problem distribution mechanism and an automatic problem grade lifting mechanism, so that the processing time is shortened, the processing efficiency is improved, the maintenance cost is reduced and the user experience is enhanced.

Description

technical field [0001] The invention relates to Internet television technology, in particular to a television network problem classification processing method, processing system and television. Background technique [0002] Recently, the network function has gradually become the basic configuration of the TV, and the network function makes remote maintenance and remote service for the TV possible. However, remote maintenance and remote service are only possible if the network is fully functional. When the user's TV cannot use the network function normally, the network problem needs to be solved first. The network problem here includes not only the abnormality of the TV terminal network itself, but also the abnormal interaction between the TV terminal and the server. At this time, the usual processing flow is: the user dials an after-sales phone, informs the after-sales personnel of the situation of his TV, and the after-sales personnel asks some simple questions to the use...

AI Technical Summary

Problems solved by technology

When the cause of the problem is relatively simple and the user has certain professional knowledge, the after-sales personnel can judge the cause of the problem based on the information provided by the user, so as to guide the user to perform simple repairs, or arrange for on-site maintenance; more often, after-sales personnel The personnel cannot judge the cause of the problem based on the information provided by the user, so they can only arrange personnel to come to understand the situation

Due to ignorance of the situation in advance, the maintenance personnel may not be fully prepared when they come to the door, resulting in the need for multiple visits to solve the problem

When the cause of the problem is more complicated and exceeds the processing ability of the maintenance personnel, it is very likely that the maintenance personnel still cannot solve the problem after several visits, so they can only seek help from the corresponding R&D department, and may need to return the TV to the factory for repair

In these cases, the repair time is long, the maintenance cost is high, and the user experience is not good

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