An intelligent device active operation and maintenance method and device

Abstract

The invention discloses an intelligent device active operation and maintenance method and device, and a storage medium, and the method comprises: a device fault determination step: receiving fault information reported to a cloud platform by an intelligent device and log data of the intelligent device, and determining a fault type and a fault degree; an equipment offline judgment step: receiving aheartbeat signal sent by the intelligent equipment, and judging whether the intelligent equipment is in an offline state or not; a notification pushing step: pushing a corresponding exception notification to the specified terminal according to the fault type and the fault degree, and / or sending a corresponding offline notification to the specified terminal when the intelligent device is in an offline state; and an after-sales arrangement step: receiving a fault removal feedback sent by the specified terminal, and when the feedback result is that the fault is not removed, collecting user information bound with the intelligent equipment, generating a maintenance work order and sending the maintenance work order to the specified address. According to the invention, the user can be actively fed back when the intelligent equipment fails, the work order is automatically formed to arrange after-sales processing, the user waiting time is reduced, and the timely processing efficiency is improved.

Description

technical field [0001] The present invention relates to the technical field of intelligent device operation and maintenance, and in particular to an active operation and maintenance method, device and storage medium of an intelligent device. Background technique [0002] At present, since smart devices are connected to the network, users can monitor the status of smart devices through remote control. Its convenience and intelligence are deeply loved by users, so the application of smart devices is becoming more and more extensive; however, users in the current market After purchasing a smart product, if the device is abnormal during use, the user needs to contact the after-sales personnel for feedback and handling. During this period, the user can contact the customer service through the purchase channel, and feedback the abnormality of the device to the after-sales personnel by phone or text ;However, during this process, the user cannot determine whether the abnormality of...

AI Technical Summary

Problems solved by technology

[0002] At present, since smart devices are connected to the network, users can monitor the status of smart devices through remote control. Its convenience and intelligence are deeply loved by users, so the application of smart devices is becoming more and more extensive; however, users in the current market After purchasing a smart product, if the device is abnormal during use, the user needs to contact the after-sales personnel for feedback and handling. During this period, the user can contact the customer service through the purchase channel, and feedback the abnormality of the device to the after-sales personnel by phone or text ;However, during this process, the user cannot determine whether the abnormality of the device is due to improper operation by the user or a real failure of the device. The user will feed back all the problems to the after-sales service, resulting in a large amount of after-sales processing. In abnormal situations, maintenance personnel are also arranged to come to the door to deal with it, which will cause a waste of manpower and material resources; in addition, after the user feeds back the abnormal information to the after-sales personnel, it takes a while for the after-sales personnel to call to inquire about the situation. The waiting time for the user is long, which affects Timely processing efficiency, poor user experience

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