Vehicle fault after-sales service method and device, storage medium and electronic equipment

Abstract

The invention provides a vehicle fault after-sales service method and device, a storage medium and electronic equipment, and is applied to the technical field of after-sales services, and the method comprises the steps: obtaining a fault after-sales request sent by diagnosis equipment; when the fault after-sales request is a tire pressure monitoring system fault diagnosis request, vehicle diagnosis data of a vehicle is obtained through diagnosis equipment, and a target after-sales service person is determined in all after-sales service persons through a recommendation algorithm; and pushing the fault after-sales request and the vehicle diagnosis data to a target after-sales service worker, so that the after-sales service worker uses the vehicle diagnosis data to remotely assist a customer in performing tire pressure detection system fault diagnosis on the vehicle. The fault after-sales request is sent through the diagnosis equipment, the after-sales service system quickly responds to the fault after-sales request, the response time of after-sales service is shortened, vehicle diagnosis data are provided at the first time through the diagnosis equipment, accurate data are provided for after-sales service personnel, the diagnosis work difficulty of the after-sales service personnel is reduced, and the diagnosis accuracy is improved.

Description

Technical Field

[0001] The present invention relates to the technical field of after-sales service, and in particular to a method and device for after-sales service of a vehicle failure, a storage medium, and an electronic device. Background Art

[0002] With the rapid development of Internet of Vehicles (IoV) technology and intelligent car services, vehicle health monitoring and after-sales service response efficiency have become key to improving user experience. Tire Pressure Monitoring Systems (TPMS) have been widely used in modern vehicles.

[0003] As a core vehicle safety component, TPMS effectively prevents problems such as tire blowouts and increased energy consumption caused by abnormal tire pressure by monitoring tire pressure and temperature in real time. When a TPMS malfunction occurs, the vehicle's electronic control unit (ECU) struggles to directly locate the problem. Dealers or sales representatives typically report the problem to TPMS after-sales personnel, who then resolve the TPMS issue. This prevents TPMS after-sales personnel from obtaining immediate access to vehicle data, making it difficult for them to locate the problem and potentially causing inaccurate location. Summary of the Invention

[0004] In view of this, the embodiments of the present application provide an after-sales service method and device, a storage medium and an electronic device for vehicle failure. By applying the solution provided by the present application, it is possible to request after-sales service from the after-sales service system through the diagnostic equipment in the first time, shortening the response time of the after-sales service, and providing the vehicle diagnostic data of the vehicle in the first time, so that after-sales service personnel can perform TPMS fault diagnosis through the vehicle diagnostic data, reducing the difficulty of the diagnostic work of the after-sales service personnel and improving the accuracy of the diagnostic results.

[0005] To achieve the above objectives, the present invention provides the following technical solutions:

[0006] In a first aspect, the present application discloses an after-sales service method for a vehicle failure, comprising:

[0007] Obtain after-sales requests for faults sent by customers through vehicle diagnostic equipment;

[0008] When the fault after-sales request is a tire pressure monitoring system fault diagnosis request, obtaining vehicle diagnostic data of the vehicle through the diagnostic device, and determining each after-sales service personnel corresponding to the tire pressure monitoring system fault diagnosis;

[0009] Determine a target after-sales service personnel from among the after-sales service personnel using a preset recommendation algorithm;

[0010] The fault after-sales request and the vehicle diagnostic data are pushed to the target after-sales service personnel, so that the target after-sales service personnel use the vehicle diagnostic data to remotely assist the customer in diagnosing the tire pressure monitoring system fault of the vehicle.

[0011] A second aspect of the present application discloses an after-sales service device for a vehicle failure, comprising:

[0012] An acquisition unit, used for acquiring a fault after-sales request sent by a customer through a vehicle diagnostic device;

[0013] a first determining unit configured to, when the fault after-sales request is a tire pressure monitoring system fault diagnosis request, obtain vehicle diagnostic data of the vehicle through the diagnostic device and determine each after-sales service personnel corresponding to the tire pressure monitoring system fault diagnosis;

[0014] a second determining unit, configured to determine a target after-sales service personnel from among the after-sales service personnel using a preset recommendation algorithm;

[0015] The diagnostic unit is used to push the fault after-sales request and the vehicle diagnostic data to the target after-sales service personnel, so that the target after-sales service personnel can use the vehicle diagnostic data to remotely assist the customer in diagnosing the tire pressure monitoring system fault of the vehicle.

[0016] A third aspect of the present application discloses a storage medium, which includes stored instructions, wherein when the instructions are executed, the device where the storage medium is located is controlled to execute the after-sales service method for vehicle failure as described above.

[0017] The fourth aspect of the present application discloses an electronic device comprising a memory and one or more instructions, wherein the one or more instructions are stored in the memory and configured to be executed by one or more processors to implement the after-sales service method for vehicle failure as described above.

[0018] Compared with the prior art, this application has the following advantages:

[0019] The present application provides a vehicle fault after-sales service method and device, storage medium, and electronic device, including: obtaining a fault after-sales service request sent by a diagnostic device; when the fault after-sales service request is a tire pressure monitoring system fault diagnosis request, obtaining the vehicle diagnostic data of the vehicle through the diagnostic device, and using a recommendation algorithm to determine a target after-sales service personnel from various after-sales service personnel; then pushing the fault after-sales service request and vehicle diagnostic data to the target after-sales service personnel, so that the after-sales service personnel can use the vehicle diagnostic data to remotely assist the customer in diagnosing the tire pressure monitoring system fault of the vehicle. In this way, the fault after-sales service request is sent using the diagnostic device, and the after-sales service system quickly responds to the fault after-sales service request, effectively shortening the response time of the after-sales service. The diagnostic device provides the vehicle diagnostic equipment in the first place, providing the after-sales service personnel with accurate vehicle data, reducing the difficulty of the after-sales service personnel's diagnostic work and improving the accuracy of the diagnosis. BRIEF DESCRIPTION OF THE DRAWINGS

[0020] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the following briefly introduces the drawings required for use in the embodiments or the description of the prior art. Obviously, the drawings described below are merely embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on the provided drawings without paying any creative work.

[0021] Figure 1 A flowchart of a vehicle failure after-sales service method provided in an embodiment of the present application;

[0022] Figure 2 An example diagram of a process for determining a target after-sales service personnel from among various after-sales service personnel using a preset recommendation algorithm provided in an embodiment of the present application;

[0023] Figure 3 A flowchart of another after-sales service method for vehicle failure provided in an embodiment of the present application;

[0024] Figure 4 A schematic structural diagram of an after-sales service device for vehicle failure provided in an embodiment of the present application;

[0025] Figure 5 A schematic diagram of the structure of an electronic device provided in an embodiment of the present application. DETAILED DESCRIPTION

[0026] The following will clearly and completely describe the technical solutions in the embodiments of the present invention in conjunction with the accompanying drawings. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without making creative efforts are within the scope of protection of the present invention.

[0027] In this application, the terms "comprises," "comprising," or any other variations thereof are intended to encompass non-exclusive inclusion, such that a process, method, article, or apparatus that includes a list of elements includes not only those elements but also other elements not explicitly listed, or elements inherent to such process, method, article, or apparatus. In the absence of further limitations, an element defined by the phrase "comprising a ..." does not preclude the presence of additional identical elements in the process, method, article, or apparatus that includes the element.

[0028] With technological advancements, the number of vehicles equipped with Tire Pressure Monitoring Systems (TPMS) is increasing. TPMS-related system failures are becoming increasingly common, and currently, TPMS failures are typically located and resolved through after-sales service.

[0029] Currently, there are three channels for TPMS after-sales service. First, customers call the service hotline, and the after-sales service center then directs the issue to a designated department's after-sales personnel. Second, customers report their issue to the dealer, who then forwards it to the after-sales service center or to the after-sales personnel in the corresponding department. Third, customers directly contact the after-sales personnel responsible for the product. This typically involves customers who have previously received service and already have the after-sales personnel's contact information.

[0030] TPMS fault location requires extremely high data timeliness, requiring immediate access to vehicle information. Failure to provide immediate feedback to after-sales personnel can complicate TPMS fault location, leading to errors and difficulties resolving TPMS issues for customers. The three currently available TPMS after-sales service methods all experience response delays, making it difficult to provide vehicle information to after-sales personnel immediately, resulting in inability for TPMS after-sales personnel to accurately locate TPMS faults.

[0031] In order to solve the above problems and the problems in the background technology, the present application provides an after-sales service solution for vehicle failures, in which the customer sends a fault after-sales request through diagnosis; when the fault after-sales request is a tire pressure monitoring system fault diagnosis request, the vehicle diagnostic data of the vehicle is obtained through the diagnostic equipment, and the target after-sales service personnel are determined using the recommendation algorithm, and the after-sales request and the vehicle diagnostic data are pushed to the target after-sales service personnel, so that the target after-sales service personnel can use the vehicle diagnostic data to remotely assist the customer in diagnosing the tire pressure detection system fault of the vehicle. In the method provided by this solution, the customer can directly connect to the after-sales service system through the diagnostic equipment, so that the after-sales service system can quickly respond to the customer's after-sales needs, shorten the response time of the after-sales service system, and the customer can provide the after-sales service personnel with the first-time relevant data of the vehicle, providing the after-sales service personnel with accurate data, so that the after-sales service personnel can use this data to diagnose the tire pressure detection system fault, reduce the negative impact of the after-sales service personnel on the tire pressure detection system fault diagnosis, improve the diagnostic accuracy, and provide customers with good after-sales service.

[0032] The solution provided in this application is applied to an after-sales service system, which can be configured using a variety of general-purpose or specialized computer devices or computing environments. For example, computer devices include personal computers, server computers, multi-processing devices, tablet devices, and computing environments that include any of the above devices or equipment.

[0033] Reference Figure 1 , is a flow chart of a vehicle failure after-sales service method provided in an embodiment of the present application, and is specifically described as follows:

[0034] S101: Obtain a fault after-sales request sent by a customer through a vehicle diagnostic device.

[0035] The diagnostic device may be a device for diagnosing vehicle faults. The diagnostic device has a network connection function and can be connected to an after-sales service system via the network, and can send a remote after-sales request to the after-sales service system via the network.

[0036] In the embodiment provided in this application, the customer can send a fault after-sales request to the after-sales service system through the diagnostic device. The customer can input information on the diagnostic device, then generate a fault after-sales request, and then send it to the after-sales service system.

[0037] The fault after-sales request includes but is not limited to information on the request type, device information of the diagnostic equipment, and basic vehicle information.

[0038] After receiving a fault after-sales request, the after-sales service system needs to determine the request type of the fault after-sales request so as to execute different processes according to the request type.

[0039] Request types for fault after-sales service requests include, but are not limited to, requests for tire pressure monitoring system fault diagnosis, requests for matching fault resolution cases, requests for uploading cases, and requests for comprehensive diagnostic after-sales service requests.

[0040] S102 : When the fault after-sales service request is a tire pressure monitoring system fault diagnosis request, obtain vehicle diagnostic data of the vehicle through a diagnostic device, and determine each after-sales service personnel corresponding to the tire pressure monitoring system fault diagnosis.

[0041] The after-sales service system obtains the vehicle diagnostic data of the vehicle through the diagnostic equipment as soon as possible. The vehicle diagnostic data includes but is not limited to the fault code read from the vehicle, the configuration data read, the system entry command, the vehicle fault condition described by the customer, and other data.

[0042] In the implementation provided in the present application, the process of determining the after-sales service personnel corresponding to the tire pressure detection system fault diagnosis includes: determining the after-sales personnel who are in a working state; obtaining the employee information of each after-sales personnel; and determining the after-sales personnel whose employee information includes a tire pressure detection system fault diagnosis identifier as the after-sales service personnel.

[0043] The after-sales service system contains information of multiple after-sales personnel, and the work content of different after-sales personnel is different. For example, some after-sales personnel are responsible for tire pressure detection system fault diagnosis, and some after-sales personnel are responsible for customer consultation. It is necessary to identify the after-sales personnel responsible for tire pressure detection system fault diagnosis among the many after-sales personnel, and then determine the target after-sales service personnel among this part of the after-sales personnel, so that the after-sales service personnel providing customers can perform tire pressure detection system fault diagnosis, provide customers with high-quality after-sales service, and improve customers' usage experience.

[0044] When determining the after-sales service personnel corresponding to the tire pressure detection system fault diagnosis, first determine the after-sales service personnel who are in working status so that the after-sales service personnel assigned subsequently can quickly provide after-sales service to customers; obtain the employee information of each after-sales personnel, which includes but is not limited to the employee's name, department, and the type of work responsible; finally, determine the after-sales personnel whose employee information includes the tire pressure detection system fault diagnosis identifier as the after-sales service personnel, and the after-sales service personnel is the after-sales service personnel corresponding to the tire pressure detection system fault diagnosis; thereby, it can be ensured that the target after-sales service personnel determined subsequently can provide after-sales service in a timely manner.

[0045] S103: Determine a target after-sales service personnel from among the various after-sales service personnel using a preset recommendation algorithm.

[0046] In another embodiment provided by the present application, fault after-sales requests are stored in a queue, and then a target after-sales service personnel is assigned to each request in the queue. When assigning the target after-sales service personnel, a recommendation algorithm can be used to determine the target after-sales service personnel of the request.

[0047] Reference Figure 2 , which is an example diagram of a process for determining a target after-sales service personnel from various after-sales service personnel using a preset recommendation algorithm provided in an embodiment of the present application, and is specifically described as follows:

[0048] S201. Obtain after-sales service data of each after-sales service personnel, where the after-sales service data includes the number of times the after-sales service personnel provide services for each fault and the average service time for each fault.

[0049] After-sales service data is obtained through the historical service data of after-sales service personnel; the historical service data is historical service data of a preset time period, such as within a year, within a month, etc.

[0050] Historical service data is data generated by after-sales service personnel when providing after-sales service in the past. This data includes relevant data on fault diagnosis performed by after-sales service personnel when providing after-sales service, such as the type of fault diagnosed, the time spent on diagnosing the fault, the length of time the after-sales service provided, and other data.

[0051] S202: Obtain after-sales response data of each after-sales service personnel, where the after-sales response data includes after-sales requests currently being processed by the after-sales service personnel and after-sales requests to be processed.

[0052] After-sales response data includes relevant data of each after-sales request that needs to be processed by after-sales service personnel during the current working hours.

[0053] S203: Use a recommendation algorithm to process the after-sales service data and after-sales response data of each after-sales service staff member to obtain a recommendation score for each after-sales service staff member.

[0054] The recommendation algorithm is used to process the after-sales service data and after-sales response data of each after-sales service personnel to obtain scores of the after-sales service personnel in multiple dimensions, including but not limited to the fault handling efficiency dimension, expected response time dimension, workload saturation dimension, and after-sales resources of the after-sales service personnel; for each dimension, the weight and score of the dimension are calculated to obtain the calculated score; the calculated scores of each dimension are summed to obtain the recommendation score.

[0055] The recommendation score of the after-sales service personnel can be understood as the compatibility between the after-sales service personnel and the fault after-sales request. The higher the recommendation score, the higher the compatibility between the after-sales service personnel and the fault after-sales request, and vice versa.

[0056] S204: Determine the after-sales service personnel with the highest recommendation score as the target after-sales service personnel.

[0057] With the help of the service platform, the after-sales service platform can push the fault after-sales request to the relevant target after-sales service personnel for processing.

[0058] By evaluating after-sales service personnel from multiple dimensions, we can obtain the scores of after-sales service personnel in different dimensions, so that we can evaluate the compatibility of the after-sales service personnel with the fault after-sales request from multiple dimensions, and then determine the after-sales service personnel with the highest recommendation score as the target after-sales service personnel. By using the recommendation algorithm to dynamically calculate the recommendation score of each after-sales service personnel, we can achieve dynamic allocation of fault after-sales requests to after-sales service personnel, and evenly allocate fault after-sales requests to after-sales service personnel, avoiding favoritism towards a certain after-sales service personnel when allocating fault after-sales requests, which leads to a backlog of fault after-sales requests to be processed by after-sales service personnel.

[0059] Given limited after-sales resources, the lack of a strategic allocation of after-sales requests can lead to a backlog of customer complaints on the hands of after-sales service personnel, resulting in delayed responses. This is detrimental to resolving customer complaints and impacting after-sales service satisfaction. This application aggregates customer after-sales requests into the after-sales service backend, categorizes the issues through an intelligent scheduling algorithm (i.e., a recommendation algorithm), and scientifically routes after-sales requests to appropriate after-sales service personnel based on their service priorities and the volume of tasks they are currently responding to. This improves the efficiency of after-sales service personnel in responding to and resolving after-sales requests, providing customers with high-quality after-sales service.

[0060] S104: Push the after-sales request and the vehicle diagnostic data to a target after-sales service person, so that the target after-sales service person uses the vehicle diagnostic data to remotely assist the customer in diagnosing a tire pressure monitoring system fault on the vehicle.

[0061] When the target after-sales service personnel use vehicle diagnostic data to remotely assist customers in diagnosing tire pressure monitoring system faults on their vehicles, they can assist customers in resolving the faults after diagnosing the faults.

[0062] In the method provided in the present application, a fault after-sales request sent by a customer through the vehicle's diagnostic equipment is obtained; when the fault after-sales request is a tire pressure monitoring system fault diagnosis request, the vehicle diagnostic data of the vehicle is obtained through the diagnostic equipment, and a target after-sales service personnel is determined among various after-sales service personnel using a recommendation algorithm; the fault after-sales request and the vehicle diagnostic data are then pushed to the target after-sales service personnel, so that the after-sales service personnel can use the vehicle diagnostic data to remotely assist the customer in diagnosing the tire pressure detection system fault of the vehicle. The present application obtains the vehicle diagnostic data of the vehicle through the diagnostic equipment in the first time, so that the after-sales service system responds to the fault after-sales request in the first time, and quickly arranges after-sales personnel to perform tire pressure detection system fault diagnosis for the fault after-sales request, thereby effectively shortening the response time of the after-sales service, and the after-sales service personnel can obtain the vehicle data in the first time, effectively reducing the probability of misdiagnosis by the after-sales service personnel, and improving the accuracy of tire pressure detection system fault diagnosis.

[0063] In another embodiment provided by the present application, after the target after-sales service personnel assists the customer in diagnosing a tire pressure monitoring system fault on the vehicle, an assisted diagnosis record is obtained, and an assisted diagnosis case is generated using the assisted diagnosis record; the assisted diagnosis case is assigned to a reviewer for review, and after the review is passed, the assisted diagnosis case is saved as a fault resolution case in a fault resolution case library.

[0064] The assisted diagnosis record includes process data of the target after-sales service personnel assisting customers in diagnosing tire pressure monitoring system faults, as well as process data of assisting customers in resolving the faults.

[0065] By using the assisted diagnosis records of target after-sales service personnel assisting customers in diagnosing tire pressure detection system faults in their vehicles to produce fault resolution cases, the cases in the fault resolution case library can be dynamically updated, the number of cases in the fault resolution case library can be increased, and the cases in the fault resolution case library can be enriched.

[0066] In another embodiment provided in this application, referring to Figure 3 , which is a flow chart of another vehicle failure after-sales service method provided in an embodiment of the present application, is specifically described as follows:

[0067] S301: When the fault after-sales request is a request for matching a fault resolution case, determine a fault matching strategy based on the fault after-sales request, apply the fault matching strategy to generate a vehicle fault list, and the fault list includes at least one fault.

[0068] When a fault after-sales request is a request to match a fault resolution case, it means that the customer only needs to obtain the relevant fault resolution case, and then can refer to the fault resolution case to resolve the fault.

[0069] In another embodiment provided in the present application, when matching fault resolution cases, it is necessary to first generate a vehicle fault list. There are two ways to generate the vehicle fault list.

[0070] Method 1: When the fault matching strategy includes a fuzzy matching identifier, obtain vehicle model information and fault description information; use a preset fuzzy matching algorithm to process the vehicle model information and fault description information, match at least one fault in the preset vehicle fault database, and use the matched faults to generate a matching fault list. The vehicle model information refers to the vehicle model and power type entered by the customer, and the fault description information includes but is not limited to a text description of the vehicle fault and related images of the vehicle fault. It should be noted that when using this method to obtain a matching fault list, the customer manually determines the target fault resolution case through fuzzy matching.

[0071] Method 2: When the fault matching strategy includes a fault resolution identifier, the system diagnostic data generated by the vehicle's onboard automatic diagnostic system is obtained. A preset recognition algorithm is used to identify abnormal data in the system diagnostic data. Based on the abnormal data, at least one fault is determined, and a matching fault list is generated based on the determined fault. The diagnostic equipment obtains the system diagnostic data through the vehicle's onboard automatic diagnostic system interface and transmits the system diagnostic data to the after-sales service system. The system diagnostic system includes, but is not limited to, information such as the vehicle's fault code and communication negative response. When a matching fault list is obtained using this method, the target fault resolution case is automatically determined through intelligent fault resolution.

[0072] S302: Use a preset matching algorithm to match a target fault solution case for each fault in the fault list in a preset fault solution case library.

[0073] For each fault, based on the fault information of the fault, a matching algorithm is used to match it with a target fault solution case in the fault solution case library. It should be noted that the fault information here can be extracted from the information used to determine the fault in S301.

[0074] In another embodiment provided in the present application, the similarity between the fault information of the fault and the feature data of each fault resolution case can be calculated through a matching algorithm, and the fault resolution case with the highest similarity is used as the target fault resolution case for the fault.

[0075] S303: Feedback each target fault resolution case to the diagnostic device.

[0076] The determined target fault resolution cases are fed back to the diagnostic equipment, allowing customers to resolve faults according to the target fault resolution cases, greatly reducing the difficulty of independently resolving faults.

[0077] In another implementation provided by this application, by providing customers with troubleshooting cases, the troubleshooting cases can be used to coach or guide customers to independently resolve faults. This effectively alleviates the strain on after-sales resources when they are limited, and reduces the workload of after-sales service personnel. Customers can also independently resolve faults by referring to the troubleshooting cases, without having to wait for assistance from after-sales service personnel, thus speeding up troubleshooting efficiency. This application provides customers with a large case database support, provides customers with troubleshooting cases, improves the flexibility and autonomy of troubleshooting, and provides customers with high-quality after-sales service.

[0078] In another embodiment provided by this application, when the after-sales service request is a case upload request, the troubleshooting process uploaded by the customer is received and assigned to a reviewer for review. If the review is passed, the troubleshooting process is stored as a troubleshooting case in the troubleshooting case library. After resolving the problem, the customer can upload the troubleshooting process to generate a troubleshooting case, which is then stored in the troubleshooting case library. This enriches the case library and provides customers with better after-sales service.

[0079] In the embodiment provided in the present application, the after-sales service system can be directly connected through the diagnostic device to directly obtain after-sales support, and the diagnostic data can be uploaded remotely for use in fault diagnosis and analysis, which improves the timeliness of after-sales problems and the success rate of fault resolution. Customers can submit suggestions and feedback through the device with one click, and manufacturers can easily obtain customer needs and suggestions and feedback through the diagnostic device, so as to efficiently adjust the functions of the terminal device according to the market. Customers can access the backend database through the diagnostic device and query the solution cases for the relevant vehicle model faults. Customers can upload cases, and the cases are reviewed and maintained by a professional team. For after-sales requests made by customers, the after-sales service platform will distribute the tasks corresponding to the after-sales requests to the most appropriate after-sales personnel based on information such as the task queue status and the status of the after-sales service personnel, accurately distribute tasks, and reduce the waiting time for customer complaint services.

[0080] Although the present invention depicts operations in a particular order, this should not be understood as requiring that the operations be performed in the particular order shown or in a sequential order. Multitasking and parallel processing may be advantageous under certain circumstances.

[0081] It should be understood that the various steps described in the method embodiments of the present disclosure may be performed in different orders and / or in parallel. In addition, the method embodiments may include additional steps and / or omit the steps shown. The scope of the present disclosure is not limited in this respect.

[0082] and Figure 1 Corresponding to the method shown, the embodiment of the present application also provides an after-sales service device for vehicle failure, which is used to Figure 1 To implement the method shown, the device is set in the after-sales service system.

[0083] Reference Figure 4 , is a structural diagram of an after-sales service device for vehicle failure provided in an embodiment of the present application, and is specifically described as follows:

[0084] The acquisition unit 401 is used to acquire a fault after-sales request sent by a customer through a vehicle diagnostic device;

[0085] A first determining unit 402 is configured to, when the fault after-sales service request is a tire pressure monitoring system fault diagnosis request, obtain vehicle diagnostic data of the vehicle through the diagnostic device and determine each after-sales service personnel corresponding to the tire pressure monitoring system fault diagnosis;

[0086] The second determining unit 403 is configured to determine a target after-sales service personnel from among the after-sales service personnel using a preset recommendation algorithm;

[0087] The diagnostic unit 404 is used to push the fault after-sales request and the vehicle diagnostic data to the target after-sales service personnel, so that the target after-sales service personnel can use the vehicle diagnostic data to remotely assist the customer in diagnosing the tire pressure monitoring system fault of the vehicle.

[0088] In the device provided in this application, a fault after-sales request sent by a diagnostic device is obtained; when the fault after-sales request is a tire pressure monitoring system fault diagnosis request, the vehicle diagnostic data of the vehicle is obtained through the diagnostic device, and a target after-sales service personnel is determined from various after-sales service personnel using a recommendation algorithm; the fault after-sales request and the vehicle diagnostic data are then pushed to the target after-sales service personnel, so that the after-sales service personnel can use the vehicle diagnostic data to remotely assist the customer in diagnosing the tire pressure monitoring system fault on the vehicle. Thus, the fault after-sales request is sent using the diagnostic device, and the after-sales service system quickly responds to the fault after-sales request, effectively shortening the response time of the after-sales service. The diagnostic device provides the vehicle diagnostic equipment as soon as possible, providing the after-sales service personnel with accurate vehicle data, reducing the difficulty of the after-sales service personnel's diagnostic work and improving the accuracy of the diagnosis.

[0089] In another embodiment provided by the present application, the device further includes:

[0090] a generating unit, configured to, when the fault after-sales request is a request for matching a fault resolution case, determine a fault matching strategy based on the fault after-sales request, and apply the fault matching strategy to generate a fault list for the vehicle, wherein the fault list includes at least one fault;

[0091] a matching unit, configured to match a target fault solution case for each fault in the fault list in a preset fault solution case library using a preset matching algorithm;

[0092] A feedback unit is used to feed back each of the target fault solution cases to the diagnostic device.

[0093] In another embodiment provided by the present application, the second determining unit 403 of the device performs the process of determining the target after-sales service personnel from among the after-sales service personnel using the preset recommendation algorithm, including:

[0094] Obtaining after-sales service data of each of the after-sales service personnel, the after-sales service data including the number of times the after-sales service personnel provided services for each type of fault and the average service time for each type of fault;

[0095] Obtaining after-sales response data of each of the after-sales service personnel, wherein the after-sales response data includes after-sales requests currently being processed by the after-sales service personnel and after-sales requests to be processed;

[0096] Using the recommendation algorithm to process the after-sales service data and the after-sales response data of each of the after-sales service personnel to obtain a recommendation score for each of the after-sales service personnel;

[0097] The after-sales service personnel with the highest recommendation score will be identified as the target after-sales service personnel.

[0098] In another embodiment provided by the present application, the generating unit of the device performs the process of determining a fault matching strategy based on the fault after-sales request and applying the fault matching strategy to generate the fault list of the vehicle, including:

[0099] When the fault matching strategy includes a fuzzy matching identifier, obtaining vehicle model information and fault description information;

[0100] Using a preset fuzzy matching algorithm to process the vehicle model information and the fault description information, matching at least one fault in a preset vehicle fault library, and using the matched faults to generate a matching fault list;

[0101] When the fault matching strategy includes a fault resolution identifier, system diagnostic data generated by the vehicle's onboard automatic diagnostic system is obtained, abnormal data in the system diagnostic data is identified using a preset recognition algorithm, and at least one fault is determined based on the abnormal data, and a matching fault list is generated based on the determined fault.

[0102] In another embodiment provided by the present application, the device further includes:

[0103] The uploading unit is used to receive the fault resolution process uploaded by the customer when the fault after-sales request is a case upload request, and assign the fault resolution process to the reviewer for review, and store the fault resolution process as a fault resolution case in the fault resolution case library when it passes the review.

[0104] In another embodiment provided by the present application, the first determining unit 402 of the device performs the process of determining each after-sales service personnel corresponding to the tire pressure monitoring system fault diagnosis, including:

[0105] Identify after-sales personnel who are in working condition;

[0106] Obtaining employee information of each of the after-sales personnel;

[0107] The after-sales personnel whose employee information includes a tire pressure detection system fault diagnosis identifier are determined as after-sales service personnel.

[0108] exist In another embodiment provided by the present application, the device further comprises:

[0109] A storage unit is used to obtain an assisted diagnosis record after the target after-sales service personnel assists the customer in diagnosing a tire pressure monitoring system fault on the vehicle, and to generate an assisted diagnosis case using the assisted diagnosis record; to assign the assisted diagnosis case to a reviewer for review, and to save the assisted diagnosis case as a fault resolution case in a fault resolution case library after the review is passed.

[0110] An embodiment of the present invention further provides a storage medium, which includes stored instructions, wherein when the instructions are executed, the device where the storage medium is located is controlled to execute the above-mentioned after-sales service method for vehicle failure.

[0111] The embodiment of the present invention further provides an electronic device, the structural diagram of which is shown in FIG. Figure 5 As shown, the system specifically includes a memory 601 and one or more instructions 602, wherein the one or more instructions 602 are stored in the memory 601 and are configured to be executed by one or more processors 603 to perform the following operations:

[0112] Obtain after-sales requests for faults sent by customers through vehicle diagnostic equipment;

[0113] When the fault after-sales request is a tire pressure monitoring system fault diagnosis request, obtaining vehicle diagnostic data of the vehicle through the diagnostic device, and determining each after-sales service personnel corresponding to the tire pressure monitoring system fault diagnosis;

[0114] Determine a target after-sales service personnel from among the after-sales service personnel using a preset recommendation algorithm;

[0115] The fault after-sales request and the vehicle diagnostic data are pushed to the target after-sales service personnel, so that the target after-sales service personnel use the vehicle diagnostic data to remotely assist the customer in diagnosing the tire pressure monitoring system fault of the vehicle.

[0116] It should be noted that the information (including but not limited to user device information, user personal information, etc.) and data (including but not limited to data used for analysis, stored data, displayed data, etc.) involved in this application are all information and data authorized by the user or fully authorized by all parties, and the collection, use and processing of relevant data must comply with relevant laws, regulations and standards of the relevant regions.

[0117] The specific implementation processes and derivative methods of the above embodiments are all within the protection scope of the present invention.

[0118] Each embodiment in this specification is described in a progressive manner. The same or similar parts between the embodiments can be referred to each other. Each embodiment focuses on the differences from other embodiments. In particular, for system or system embodiments, since they are basically similar to method embodiments, the description is relatively simple. For relevant parts, refer to the partial description of the method embodiment. The system and system embodiments described above are merely schematic, wherein the units described as separate components may or may not be physically separated, and the components displayed as units may or may not be physical units, that is, they may be located in one place, or they may be distributed on 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. A person of ordinary skill in the art can understand and implement it without expending creative work.

[0119] Professionals may further appreciate that the units and algorithm steps of each example described in conjunction with the embodiments disclosed herein can be implemented in electronic hardware, computer software, or a combination of the two. In order to clearly illustrate the interchangeability of hardware and software, the above description has generally described the components and steps of each example according to their functions. Whether these functions are performed in hardware or software depends on the specific application and design constraints of the technical solution. Professionals and technicians may use different methods to implement the described functions for each specific application, but such implementation should not be considered beyond the scope of the present invention.

[0120] The above description of the disclosed embodiments is intended to enable one skilled in the art to implement or use the present invention. Various modifications to these embodiments will be readily apparent to one skilled in the art, and the general principles defined herein may be implemented in other embodiments without departing from the spirit or scope of the present invention. Therefore, the present invention is not limited to the embodiments shown herein but is intended to conform to the widest scope consistent with the principles and novel features disclosed herein.

Claims

1. A vehicle failure after-sales service method, characterized in that: include: Obtain after-sales requests for faults sent by customers through vehicle diagnostic equipment; When the fault after-sales request is a tire pressure monitoring system fault diagnosis request, obtaining vehicle diagnostic data of the vehicle through the diagnostic device, and determining each after-sales service personnel corresponding to the tire pressure monitoring system fault diagnosis; Determine a target after-sales service personnel from among the after-sales service personnel using a preset recommendation algorithm; The fault after-sales request and the vehicle diagnostic data are pushed to the target after-sales service personnel, so that the target after-sales service personnel use the vehicle diagnostic data to remotely assist the customer in diagnosing the tire pressure monitoring system fault of the vehicle.

2. The method according to claim 1, characterized in that Also includes: When the fault after-sales request is a request for matching a fault resolution case, determining a fault matching strategy based on the fault after-sales request, and applying the fault matching strategy to generate a fault list for the vehicle, wherein the fault list includes at least one fault; Using a preset matching algorithm, matching a target fault resolution case for each fault in the fault list in a preset fault resolution case library; Feedback of each of the target fault resolution cases is sent to the diagnostic device.

3. The method according to claim 1, characterized in that The step of using a preset recommendation algorithm to determine a target after-sales service personnel from among the after-sales service personnel includes: Obtaining after-sales service data of each of the after-sales service personnel, the after-sales service data including the number of times the after-sales service personnel provided services for each type of fault and the average service time for each type of fault; Obtaining after-sales response data of each of the after-sales service personnel, wherein the after-sales response data includes after-sales requests currently being processed by the after-sales service personnel and after-sales requests to be processed; Using the recommendation algorithm to process the after-sales service data and the after-sales response data of each of the after-sales service personnel to obtain a recommendation score for each of the after-sales service personnel; The after-sales service personnel with the highest recommendation score will be identified as the target after-sales service personnel.

4. The method according to claim 2, characterized in that The determining of a fault matching strategy based on the fault after-sales request, and applying the fault matching strategy to generate a fault list for the vehicle includes: When the fault matching strategy includes a fuzzy matching identifier, obtaining vehicle model information and fault description information; Using a preset fuzzy matching algorithm to process the vehicle model information and the fault description information, matching at least one fault in a preset vehicle fault library, and using the matched faults to generate a matching fault list; When the fault matching strategy includes a fault resolution identifier, system diagnostic data generated by the vehicle's onboard automatic diagnostic system is obtained, abnormal data in the system diagnostic data is identified using a preset recognition algorithm, and at least one fault is determined based on the abnormal data, and a matching fault list is generated based on the determined fault.

5. The method according to claim 1, wherein Also includes: When the after-sales request for the fault is a case upload request, the fault resolution process uploaded by the customer is received, and the fault resolution process is assigned to an auditor for review. When the review is passed, the fault resolution process is stored in the fault resolution case library as a fault resolution case.

6. The method according to claim 1, characterized in that The determining of each after-sales service personnel corresponding to the tire pressure monitoring system fault diagnosis includes: Identify after-sales personnel who are in working condition; Obtaining employee information of each of the after-sales personnel; The after-sales personnel whose employee information includes a tire pressure detection system fault diagnosis identifier are determined as after-sales service personnel.

7. The method according to claim 1, characterized in that Also includes: After the target after-sales service personnel assists the customer in diagnosing a tire pressure monitoring system fault on the vehicle, obtaining an assisted diagnosis record and generating an assisted diagnosis case using the assisted diagnosis record; The assisted diagnosis case is assigned to an auditor for review, and after passing the review, the assisted diagnosis case is saved as a fault resolution case in the fault resolution case library.

8. A vehicle failure after-sales service device, characterized in that: include: An acquisition unit, used for acquiring a fault after-sales request sent by a customer through a vehicle diagnostic device; a first determining unit configured to, when the fault after-sales request is a tire pressure monitoring system fault diagnosis request, obtain vehicle diagnostic data of the vehicle through the diagnostic device and determine each after-sales service personnel corresponding to the tire pressure monitoring system fault diagnosis; a second determining unit, configured to determine a target after-sales service personnel from among the after-sales service personnel using a preset recommendation algorithm; The diagnostic unit is used to push the fault after-sales request and the vehicle diagnostic data to the target after-sales service personnel, so that the target after-sales service personnel can use the vehicle diagnostic data to remotely assist the customer in diagnosing the tire pressure monitoring system fault of the vehicle.

9. A storage medium, characterized in that: The storage medium includes stored instructions, wherein when the instructions are executed, the device where the storage medium is located is controlled to execute the after-sales service method for vehicle failure according to any one of claims 1 to 7.

10. An electronic device, characterized in that: It includes a memory and one or more instructions, wherein the one or more instructions are stored in the memory and are configured to be executed by one or more processors to implement the after-sales service method for vehicle failure as described in any one of claims 1-7.

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