Method, device and system for restoring faults

Abstract

The embodiment of the invention discloses a method, a device and a system for restoring faults. The method comprises the following steps of receiving a fault event, and inquiring if an experience base has the same fault event; if the experience base has the same fault event, calling up a solution from the experience base and sending to intelligent equipment in an update package or patch file way, so as to prompt the intelligent equipment to restore; if the experience base does not have the same fault event, obtaining a solution for the fault event provided by a professional person, and solving the fault event based on the obtained solution; judging whether the solution solves the fault event; if the solution solves the fault event, storing the fault event and the solution into the experience base, and sending the solution to the intelligent equipment to restore in the update package or patch file way; and if the solution cannot solve the fault event, the fault event is transferred to an outside line service to inform the door-to-door service. The method, the device and the system have the advantages that the problem solving efficiency of the intelligent equipment is improved, the cost is saved, and number of the door-to-door services of workers is reduced.

Description

technical field [0001] The present invention relates to the communication field, in particular to a method, device and system for repairing faults. Background technique [0002] With the development of science and technology, the number of household appliances that people start to use is increasing day by day. At the same time, various failures of electrical appliances will also occur. Therefore, the after-sales service and automation service of household appliances have attracted more and more attention. [0003] Nowadays, when there is a problem with household appliances, the after-sales service of the manufacturer is basically provided by professionals. If it does not involve hardware problems, but only needs to be modified by the server and sent to the appliance for repair to solve the problem, the on-site service will cause certain problems. Waste of manpower, and even increase the cost of manufacturers to repair electrical appliances. Contents of the invention [00...

AI Technical Summary

Problems solved by technology

[0003] Nowadays, when there is a problem with household appliances, the after-sales service of the manufacturer is basically provided by professionals. If it does not involve hardware problems, but only needs to be modified by the server and sent to the appliance for repair to solve the problem, the on-site service will cause certain problems. waste of manpower, and even increase the cost of manufacturers to repair electrical appliances

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