A management method, system and storage medium for after-sales maintenance products

Abstract

The present invention relates to the field of computer technology, and provides a management method, system and storage medium for after-sales maintenance of goods, including: parsing a goods after-sales maintenance request sent by a user to obtain goods to be repaired; the goods to be repaired include a large-screen TV and TV-on-demand content software; if the goods to be repaired are large-screen TVs, obtaining a work order description of the large-screen TV, and repairing the large-screen TV based on the work order description; if the goods to be repaired are TV-on-demand content software, detecting the network status of the TV-on-demand content software, and performing fault processing on the TV-on-demand content software based on the network status. The present invention only requires the user to send a goods after-sales maintenance request carrying the goods to be repaired, and then the corresponding goods after-sales maintenance can be performed according to whether the goods to be repaired are large-screen TVs or TV-on-demand content software, combined with the corresponding processing method, without the need for the user to manually report the fault problem, thereby improving the efficiency of goods after-sales maintenance.

Description

Technical Field

[0001] The present invention relates to the field of computer technology, and in particular to a management method, system and storage medium for after-sales repair products. Background Art

[0002] Currently, when a product such as a large-screen TV or on-demand TV content software fails, the user needs to report the problem to the customer service staff by phone or email, describing the problem. The customer service staff will record the relevant problem and notify the maintenance staff to perform after-sales maintenance of the product. However, the number of customer service staff is limited. Therefore, during the peak period when users report problems, due to the large number of users reporting, the number of customer service staff is insufficient to meet the needs of users, resulting in a long waiting time for users.

[0003] The patent with publication number CN115545729A records a product after-sales management method, product after-sales management system and electronic equipment, which manage the use and after-sales service of multiple products in the form of user groups, and provide after-sales services for products through after-sales services provided by different customer service teams. However, in actual applications, due to the large number of types of after-sales problems and the fact that the products that need after-sales are not of a single type, the grouping accuracy may be low, so that the grouping cannot meet the actual after-sales needs of users, resulting in low efficiency of product after-sales maintenance.

[0004] The patent with publication number CN117911039A records a control method, device and storage medium for an after-sales service system, which extracts relevant information of the repair text through an intelligent model to generate an after-sales service work order. However, in actual applications, due to the user's overly broad expression of the repair text and the lack of training sample data for the model, the information extracted by the model may lack accuracy, resulting in a low match between the after-sales service work order and the user's after-sales needs, resulting in low efficiency in after-sales maintenance of goods.

[0005] Therefore, how to improve the efficiency of after-sales maintenance of goods has become a problem that needs to be solved urgently by those skilled in the art. Summary of the invention

[0006] The present invention provides a management method, system and storage medium for after-sales maintenance of goods, which are used to solve the problem of low efficiency of after-sales maintenance of goods caused by long waiting time of users, and improve the efficiency of after-sales maintenance of goods.

[0007] The present invention provides a management method for after-sales repair products, comprising:

[0008] Parsing the after-sales maintenance request for goods sent by the user to obtain goods to be repaired; the goods to be repaired include large-screen TVs and TV-on-demand content software;

[0009] If the product to be repaired is a large-screen TV, obtaining a work order description of the large-screen TV, and repairing the large-screen TV based on the work order description;

[0010] If the product to be repaired is TV-on-demand content software, the state of the network of the TV-on-demand content software is detected, and the fault processing of the TV-on-demand content software is performed based on the state of the network.

[0011] According to the management method of after-sales repair products provided by the present invention, the repairing of the large-screen TV based on the work order description includes:

[0012] Converting the work order description into a target vector based on vector embedding;

[0013] Based on the target vector, similarity matching is performed in a pre-built work order vector database and sorted according to similarity to obtain a work order ID list;

[0014] According to the work order ID in the work order ID list, a match is performed in a pre-built work order abnormality cause database to obtain a target fault cause;

[0015] The large-screen TV is repaired based on the target fault cause.

[0016] According to the management method of after-sales repair products provided by the present invention, the troubleshooting of the TV on-demand content software based on the state of the network includes:

[0017] When it is detected that the network is continuously in an idle state, turning off the controller and starting timing, the controller being used to connect to the network;

[0018] When the timing ends, turning on the controller to detect the state of the network;

[0019] When it is detected that the network is continuously in an idle state, data is sent. If one frame of the data is successfully sent, it indicates that the TV-on-demand content software has recovered to a working state.

[0020] According to the management method of after-sales repair products provided by the present invention, if the product to be repaired is TV-on-demand content software, detecting the network status of the TV-on-demand content software includes:

[0021] If the product to be repaired is a TV-on-demand content software, setting the controller to a reset mode;

[0022] The sending error counter is set to a preset value to detect the state of the network, and the sending error counter is used to record the number of errors.

[0023] According to the management method of after-sales repair products provided by the present invention, the management method of after-sales repair products further includes:

[0024] If an idle state is detected once, the sending error counter is subtracted by a specified value; if a non-idle state is detected once, the sending error counter is reset to the preset value.

[0025] According to the management method of after-sales repair products provided by the present invention, the management method of after-sales repair products further includes:

[0026] Detecting the value of the sending error counter in real time;

[0027] If the value of the sending error counter is less than the first threshold, the controller is turned off and timing is started.

[0028] According to the management method of after-sales repair products provided by the present invention, the step of turning on the controller and detecting the state of the network includes:

[0029] If an idle state is detected once, the sending error counter is reduced by the specified value; if a non-idle state is detected once, the sending error counter is reset to the preset value;

[0030] Detecting the value of the sending error counter in real time;

[0031] If the value of the sending error counter is less than the second threshold, the network is continuously in an idle state.

[0032] According to the management method of after-sales repair products provided by the present invention, the management method of after-sales repair products further includes:

[0033] Detecting the value of the sending error counter in real time;

[0034] If the value of the sending error counter is greater than the third threshold, it is determined that a fault state is detected, and the first threshold and the second threshold are increased.

[0035] The present invention also provides a management system for after-sales repair products, including:

[0036] A parsing module, used to parse the after-sales maintenance request sent by the user to obtain the product to be repaired; the product to be repaired includes a large-screen TV and TV-on-demand content software;

[0037] A TV repair module, for obtaining a work order description of the large-screen TV if the product to be repaired is a large-screen TV, and repairing the large-screen TV based on the work order description;

[0038] The fault processing module is used for detecting the state of the network of the TV-on-demand content software if the product to be repaired is TV-on-demand content software, and performing fault processing on the TV-on-demand content software based on the state of the network.

[0039] The present invention also provides a non-transitory computer-readable storage medium, in which a computer software program is stored. When the computer software program is executed by a processor, the management method of after-sales repair products as described in any one of the above is implemented.

[0040] The management method for after-sales repair products provided in the embodiment of the present invention parses the after-sales repair request for products sent by the user to obtain the products to be repaired; the products to be repaired include large-screen TVs and TV-on-demand content software; if the product to be repaired is a large-screen TV, the work order description of the large-screen TV is obtained, and the large-screen TV is repaired based on the work order description; if the product to be repaired is TV-on-demand content software, the network status of the TV-on-demand content software is detected, and the TV-on-demand content software is fault-handled based on the network status. Therefore, in the whole process, the user only needs to send the after-sales repair request for products carrying the product to be repaired, and the corresponding product after-sales repair can be performed according to whether the product to be repaired is a large-screen TV or TV-on-demand content software in combination with the corresponding processing method, and the user does not need to manually report the fault problem, thereby improving the efficiency of product after-sales repair. BRIEF DESCRIPTION OF THE DRAWINGS

[0041] Figure 1 It is a flow chart of the management method of after-sales repair products provided by the present invention;

[0042] Figure 2 It is a structural schematic diagram of the management system of after-sales maintenance products provided by the present invention;

[0043] Figure 3 A schematic diagram of an electronic device according to an embodiment of the present invention;

[0044] Figure 4 A schematic diagram of an embodiment of a computer-readable storage medium provided for an embodiment of the present invention. DETAILED DESCRIPTION

[0045] The following will be combined with the drawings in the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of the present invention. 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 those skilled in the art without creative work are within the scope of protection of the present invention.

[0046] In the description of the present invention, the terms "first" and "second" are used for descriptive purposes only and should not be understood as indicating or implying relative importance or implicitly indicating the number of the indicated technical features. Thus, the features defined as "first" and "second" may explicitly or implicitly include one or more of the features. In the description of the present invention, the meaning of "plurality" is two or more, unless otherwise clearly and specifically defined.

[0047] In the description of the present invention, the term "for example" is used to mean "used as an example, illustration or explanation". Any embodiment described as "for example" in the present invention is not necessarily to be construed as being more preferred or advantageous than other embodiments. The following description is given to enable any technician in the field to implement and use the present invention. In the following description, details are listed for the purpose of explanation. It should be understood that a person of ordinary skill in the art can recognize that the present invention can be implemented without using these specific details. In other examples, well-known structures and processes will not be elaborated in detail to avoid obscuring the description of the present invention with unnecessary details. Therefore, the present invention is not intended to be limited to the embodiments shown, but is consistent with the widest scope consistent with the principles and features disclosed in the present invention.

[0048] Optional, see Figure 1 , Figure 1 : is a flow chart of the management method of after-sales repair products provided by the present invention. The execution subject of the embodiment of the present invention may be a management system of after-sales repair products. Therefore, the management method of after-sales repair products includes the following steps:

[0049] Step 10, parsing the after-sales maintenance request sent by the user to obtain the products to be repaired; the products to be repaired include large-screen TVs and TV-on-demand content software.

[0050] It should be noted that when a user needs to repair a product, he needs to send a product after-sales repair request containing the product to be repaired to the management system of the after-sales repair product. Therefore, after receiving the product after-sales repair request, the management system of the after-sales repair product parses the product after-sales repair request and obtains the product to be repaired carried in the product after-sales repair request, wherein the product to be repaired includes a large-screen TV and TV-on-demand content software, wherein a large-screen TV generally refers to a TV with a screen size greater than 43 inches, and the TV-on-demand content software is an application for watching or downloading TV programs, movies and other video content online.

[0051] Step 20: If the product to be repaired is a large-screen TV, a work order description of the large-screen TV is obtained, and the large-screen TV is repaired based on the work order description.

[0052] Furthermore, if it is determined that the product to be repaired is a large-screen TV, the management system of the after-sales repair product obtains the work order description of the large-screen TV, and repairs the large-screen TV according to the work order description, specifically: converting the work order description into a target vector based on vector embedding; performing similarity matching in a pre-built work order vector database based on the target vector and sorting according to the similarity to obtain a work order ID list; matching in a pre-built work order abnormality cause database according to the work order ID in the work order ID list to obtain the target fault cause; and repairing the large-screen TV based on the target fault cause.

[0053] Specifically, the management system of after-sales maintenance products uses vector embedding technology to convert the acquired work order description into a target vector. In one embodiment, a vector embedding model based on the Transformer architecture is called to convert the text content of the work order description into a target vector V1. It should be noted that in order to increase the efficiency of vector conversion, in one embodiment, before converting the acquired work order description into a target vector, the work order description can also be pre-processed (e.g., non-Chinese filtering, meaningless vocabulary filtering, stop word filtering, etc.).

[0054] Before step 20, it is necessary to use vector embedding technology to construct a work order vector database. The specific construction steps are as follows: the work order descriptions in the historical commodity work orders within a preset time range are converted into work order vectors through vector embedding technology and added to the work order vector database. In one embodiment, the preset time range is one year. It should be noted that the work order vector database sets the vector index type to IVF_FLAT, and the work order ID is used as the unique identifier of the work order. Similarly, in order to increase the efficiency of vector conversion, in one embodiment, before converting the historical commodity work order descriptions within the preset time range into work order vectors, the work order descriptions of the historical commodity work orders are subjected to text preprocessing, such as non-Chinese filtering, meaningless vocabulary filtering, stop word filtering, etc.

[0055] Furthermore, the target vector is used to search in the pre-built work order vector database, and sorted according to similarity to obtain a work order ID list. Furthermore, in order to save computing resources, during the search process, only a preset number of the most similar data are retained to form the work order ID list.

[0056] In one embodiment, after converting the text content of the work order description into the target vector V1, V1 is used to perform similarity matching on the work order vector database, and the TopK (default TopK=n, i.e., a preset number) work order records with the highest similarity are retrieved to obtain the corresponding work order ID list [A1~An].

[0057] Furthermore, the first work order ID in the work order ID list is determined as the target work order ID, and the target work order ID is matched in a pre-built work order exception cause database to obtain the target fault cause, wherein the work order exception cause database is a database consisting of a mapping and binding of each work order ID and its corresponding work order exception cause.

[0058] In one embodiment, the work order exception reason database is {(work order ID1-work order exception reason A), (work order ID2-work order exception reason B), (work order ID3-work order exception reason C)}.

[0059] Furthermore, the management system of the after-sales repair product sends the target fault cause to the user terminal of the maintenance personnel, and the maintenance personnel repairs the large-screen TV according to the target fault cause in the user terminal.

[0060] Step 30: If the product to be repaired is TV-on-demand content software, the state of the network of the TV-on-demand content software is detected, and the TV-on-demand content software is fault-processed based on the state of the network.

[0061] Optionally, if it is determined that the product to be repaired is a TV-on-demand content software, the management system of the after-sales repair product detects the working status of the network of the TV-on-demand content software at this time.

[0062] For example, the fault state is the TV on-demand content software shutdown state. After the abnormal node appears in the TV on-demand content software shutdown state, the network controller reports the TV on-demand content software busoff state. The network controller monitors whether other nodes in the TV on-demand content software send information.

[0063] In one embodiment, detecting the state of the network includes: if the product to be repaired is TV-on-demand content software, setting the controller to a reset mode; setting a sending error counter to a preset value, detecting the state of the network, and sending the error counter to record the number of errors.

[0064] After reporting the busoff status of the TV-on-demand content software, the network controller is set to reset mode, the send error counter is set to 128, and the receive error counter is set to 0. At this time, the abnormal node cannot send and receive information, and the abnormal node does not affect the normal communication of other nodes. In reset mode, the network controller can monitor the level of the TV-on-demand content software.

[0065] In one embodiment, the method further includes: if an idle state is detected once, subtracting a specified value from a sending error counter; if a non-idle state is detected once, resetting the sending error counter to a preset value.

[0066] In the protocol of the TV-on-demand content software, the idle state is defined as 11 consecutive invisible levels. During normal operation, the first message must be sent after the TV-on-demand content software is detected to be in the idle state.

[0067] The network controller monitors the level of the TV-on-demand content software, and when 11 consecutive invisible levels are detected, it means that an idle state is detected.

[0068] Each time an idle state is detected, the send error counter is reduced by 1. If a detection in the middle is not 11 consecutive recessive bits, the network controller will reset the send error counter to 128.

[0069] Optionally, the management system of after-sales repair products performs troubleshooting on the TV-on-demand content software according to the status of the network, specifically including: when it is detected that the network is continuously in an idle state, turning off the controller and starting timing, and the controller is used to connect to the network; when the timing ends, turning on the controller and detecting the status of the network; when it is detected that the network is continuously in an idle state, sending data, and if a frame of data is successfully sent, it indicates that the TV-on-demand content software has returned to a working state.

[0070] Specifically, in the protocol of the TV-on-demand content software, the idle state is defined as 11 consecutive invisible levels. After the network controller detects the 11 consecutive invisible levels, it determines that an idle state is detected.

[0071] In addition to detecting the idle state, the network controller in the present invention also determines whether the detected idle state is continuous, that is, adjacent idle states cannot have other states. It should be noted that the present invention does not limit the length of the continuous state, which can be two consecutive idle states or multiple consecutive idle states.

[0072] When it is detected that the network is in an idle state continuously, the network controller is turned off and a time is set. Turning off the network controller can temporarily stop the network controller where the TV on demand content software communication failure occurs for a period of time so that it can repair its own failure.

[0073] In one embodiment, the method further includes: detecting the value of a sending error counter in real time; if the value of the sending error counter is less than a first threshold, shutting down the controller and starting timing.

[0074] In the embodiment where the sending error counter is reduced by 1 each time the idle state is detected, after N consecutive idle state detections, the sending error counter is also reduced by N. When N reaches the set threshold T, it is determined that the network is continuously in the idle state. The network controller is turned off and timing is performed.

[0075] When the timing ends, for example, when the timing reaches a preset threshold value T1, the timing is cleared. The network controller is turned on, and then the idle state of the TV on-demand content software is continuously detected.

[0076] In one embodiment, the controller is turned on and the state of the network is detected, including: if an idle state is detected once, the send error counter is subtracted by a specified value; if a non-idle state is detected once, the send error counter is reset to a preset value; the value of the send error counter is detected in real time; if the value of the send error counter is less than a second threshold, the network is continuously in an idle state.

[0077] The network controller monitors the level of the TV on-demand content software. When 11 consecutive invisible levels are detected, it means that an idle state is detected. Every time an idle state is detected, the send error counter is reduced by 1. When a detection in the middle is not 11 consecutive recessive bits, the network controller will reset the send error counter to 128. When the send error counter reaches the preset threshold 128-M, the network is continuously in an idle state. If after the controller is turned on, when the idle state is continuously detected and the threshold 128-M is not reached, a non-idle state occurs. At this time, the send error counter TEC is set to 128 and the idle state is detected again.

[0078] When the send error counter reaches the preset threshold 128-M, the send error count is set to 0, the node enters the active error state, and exits the reset mode.

[0079] The abnormal node attempts to send or receive information. When the first frame of data is sent, it means that the abnormal node has resumed normal working status. When the node fails to send a frame, the node's send error counter will increase according to the error counting rule. If the error frame can be ended normally, continue to try to send data frames.

[0080] The embodiment of the present invention detects the working status of other nodes in the network through the network status. After monitoring the continuous idle state, it is determined that the network is in a state before the node normally sends information. Sending information at this time can improve the possibility of normal operation and increase the effectiveness of fault recovery.

[0081] In one embodiment, the method further includes: detecting the value of a sending error counter in real time; if the value of the sending error counter is greater than a third threshold, determining that a fault state is detected, and increasing the first threshold and the second threshold.

[0082] The value of the sending error counter is detected. The above error counter includes a sending error counter and a receiving error counter. When the error counter increases to 255 again, the TV on-demand content software enters the Busoff state again. At this time, the values ​​of the adjustment thresholds N and M are doubled, and the above steps are repeated.

[0083] In the above embodiment, the value of the error counter is changed in combination with reaching the threshold of the sending error counter, so that the node enters the active error state and sends normal working information, which reduces the waiting time and further improves the node efficiency.

[0084] The following will describe an exemplary application of an embodiment of the present invention in an actual application scenario. After the node appears in the TV on-demand content software shutdown state, the network controller reports the TV on-demand content software busoff state, sets the controller to reset mode, and the hardware automatically sets the send error counter to 128 and the receive error counter to 0. At this time, the TV on-demand content software cannot send and receive information, and the abnormal node does not affect the normal communication of other nodes. When in reset mode, the controller can monitor the level of the TV on-demand content software. Whenever an idle state is detected, that is, 11 consecutive invisible levels, the send error counter is reduced by 1. After continuously detecting N idle states, the send error counter will also be reduced by N. When N reaches the set threshold T, the network controller is turned off and timing is started. When the timing reaches the preset threshold T1, the count value is cleared, the network controller is turned on, and then the idle state of the TV on-demand content software is continuously detected. When the send error counter reaches the preset threshold 128-M, the send error count is set to 0, the node enters the active error state, and exits the reset mode. At this time, the node attempts to send or receive information. If after the controller is turned on, when the idle state is continuously detected and the threshold value 128-M is not reached, a non-idle state occurs. At this time, the send error counter TEC will be set to 128 and the idle state will be re-detected; when the first frame of data is sent, it means that the node has resumed normal working state. When the node fails to send a frame, the node's send error counter will increase according to the error counting rule. If the error frame can end normally, continue to try to send the data frame; when the error counter increases to 255 again, the TV on-demand content software enters the Busoff state again, at this time, the values ​​of the adjustment thresholds N and M will be doubled, and the above operation will be repeated.

[0085] The values ​​of the thresholds N and M can be adjusted according to specific circumstances, and T1 is set to 20ms.

[0086] The embodiment of the present invention monitors the idle state of the TV-on-demand content software to refer to the working states of multiple nodes in the entire system, and compares the state before normal information sending, so that the restored TV-on-demand content software can send information more reliably, and further reduce the probability of the TV-on-demand content software entering Busoff again due to the above method to restore the TV-on-demand content software.

[0087] The embodiment of the present invention configures the sending error count through the thresholds N and M, so that the TV on-demand content software can enter the active error state and the working state more quickly, thereby reducing the waiting time.

[0088] See also Figure 2 , Figure 2 This is a schematic diagram of the structure of a management system for after-sales repair products provided by an embodiment of the present invention. The management system for after-sales repair products includes:

[0089] The parsing module 201 is used to parse the after-sales maintenance request of the product sent by the user to obtain the product to be repaired; the product to be repaired includes a large-screen TV and TV-on-demand content software;

[0090] The TV repair module 202 is used for obtaining a work order description of the large-screen TV if the product to be repaired is a large-screen TV, and repairing the large-screen TV based on the work order description;

[0091] The fault processing module 203 is used for detecting the state of the network of the TV-on-demand content software if the product to be repaired is TV-on-demand content software, and performing fault processing on the TV-on-demand content software based on the state of the network.

[0092] The embodiment of the present invention only requires the user to send an after-sales repair request for the product to be repaired, and then the corresponding after-sales repair of the product can be performed in combination with the corresponding processing method according to whether the product to be repaired is a large-screen TV or TV-on-demand content software. The user does not need to manually report the fault problem, thereby improving the efficiency of after-sales repair of the product.

[0093] In one embodiment, the TV maintenance module 202 is further configured to:

[0094] Converting the work order description into a target vector based on vector embedding;

[0095] Based on the target vector, similarity matching is performed in a pre-built work order vector database and sorted according to similarity to obtain a work order ID list;

[0096] According to the work order ID in the work order ID list, a match is performed in a pre-built work order abnormality cause database to obtain a target fault cause;

[0097] The large-screen TV is repaired based on the target fault cause.

[0098] In one embodiment, the fault processing module 203 is further configured to:

[0099] When it is detected that the network is continuously in an idle state, turning off the controller and starting timing, the controller being used to connect to the network;

[0100] When the timing ends, turning on the controller to detect the state of the network;

[0101] When it is detected that the network is continuously in an idle state, data is sent. If one frame of the data is successfully sent, it indicates that the TV-on-demand content software has recovered to a working state.

[0102] In one embodiment, the fault processing module 203 is further configured to:

[0103] If the product to be repaired is a TV-on-demand content software, setting the controller to a reset mode;

[0104] The sending error counter is set to a preset value to detect the state of the network, and the sending error counter is used to record the number of errors.

[0105] In one embodiment, the fault processing module 203 is further configured to:

[0106] If an idle state is detected once, the sending error counter is subtracted by a specified value; if a non-idle state is detected once, the sending error counter is reset to the preset value.

[0107] In one embodiment, the fault processing module 203 is further configured to:

[0108] Detecting the value of the sending error counter in real time;

[0109] If the value of the sending error counter is less than the first threshold, the controller is turned off and timing is started.

[0110] In one embodiment, the fault processing module 203 is further configured to:

[0111] If an idle state is detected once, the sending error counter is subtracted by the specified value; if a non-idle state is detected once, the sending error counter is reset to the preset value;

[0112] Detecting the value of the sending error counter in real time;

[0113] If the value of the sending error counter is less than the second threshold, the network is continuously in an idle state.

[0114] In one embodiment, the fault processing module 203 is further configured to:

[0115] Detecting the value of the sending error counter in real time;

[0116] If the value of the sending error counter is greater than the third threshold, it is determined that a fault state is detected, and the first threshold and the second threshold are increased.

[0117] See also Figure 3 , Figure 3 Schematic diagram of an electronic device provided by an embodiment of the present invention. Figure 3 As shown, an embodiment of the present invention provides an electronic device 300, including a memory 310, a processor 320, and a computer program 311 stored in the memory 310 and executable on the processor 320. When the processor 320 executes the computer program 311, the following steps are implemented:

[0118] Parsing the after-sales maintenance request for goods sent by the user to obtain goods to be repaired; the goods to be repaired include large-screen TVs and TV-on-demand content software;

[0119] If the product to be repaired is a large-screen TV, obtaining a work order description of the large-screen TV, and repairing the large-screen TV based on the work order description;

[0120] If the product to be repaired is TV-on-demand content software, the state of the network of the TV-on-demand content software is detected, and the fault processing of the TV-on-demand content software is performed based on the state of the network.

[0121] See also Figure 4 , Figure 4 Schematic diagram of an embodiment of a computer-readable storage medium provided in an embodiment of the present invention. Figure 4 As shown, this embodiment provides a computer-readable storage medium 400, on which a computer program 411 is stored. When the computer program 411 is executed by a processor, the following steps are implemented:

[0122] Parsing the after-sales maintenance request for goods sent by the user to obtain goods to be repaired; the goods to be repaired include large-screen TVs and TV-on-demand content software;

[0123] If the product to be repaired is a large-screen TV, obtaining a work order description of the large-screen TV, and repairing the large-screen TV based on the work order description;

[0124] If the product to be repaired is TV-on-demand content software, the state of the network of the TV-on-demand content software is detected, and the fault processing of the TV-on-demand content software is performed based on the state of the network.

[0125] It should be noted that in the above embodiments, the description of each embodiment has its own emphasis, and for parts that are not described in detail in a certain embodiment, reference can be made to the relevant descriptions of other embodiments.

[0126] It will be appreciated by those skilled in the art that embodiments of the present invention may be provided as methods, systems, or computer program products. Therefore, the present invention may take the form of a complete hardware embodiment, a complete software embodiment, or an embodiment combining software and hardware. Furthermore, the present invention may take the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0127] The present invention is described with reference to flowcharts and / or block diagrams of methods, devices (systems), and computer program products according to embodiments of the present invention. It should be understood that each process and / or block in the flowchart and / or block diagram, as well as the combination of processes and / or blocks in the flowchart and / or block diagram, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, an embedded computer, or other programmable data processing device to produce a machine, so that the instructions executed by the processor of the computer or other programmable data processing device generate instructions for implementing the processes in the flowchart and / or block diagram. Figure 1 A process or multiple processes and / or boxes Figure 1 A device that provides the functions specified in a block or multiple blocks.

[0128] These computer program instructions may also be stored in a computer-readable memory capable of directing a computer or other programmable data processing device to operate in a specific manner, so that the instructions stored in the computer-readable memory produce an article of manufacture comprising an instruction device, which implements the process Figure 1 A process or multiple processes and / or boxes Figure 1 A function specified in one or more boxes.

[0129] These computer program instructions can also be loaded onto a computer or other programmable data processing device so that a series of operating steps are executed on the computer or other programmable device to produce a computer-implemented process, thereby providing instructions for implementing the process in the computer or other programmable device. Figure 1 A process or multiple processes and / or boxes Figure 1 The steps for the functions specified in one or more boxes.

[0130] Although the preferred embodiments of the present invention have been described, those skilled in the art may make other changes and modifications to these embodiments once they have learned the basic creative concept. Therefore, the appended claims are intended to be interpreted as including the preferred embodiments and all changes and modifications that fall within the scope of the present invention.

[0131] Obviously, those skilled in the art can make various changes and modifications to the present invention without departing from the spirit and scope of the present invention. Thus, if these modifications and variations of the present invention fall within the scope of the claims of the present invention and their equivalents, the present invention is also intended to include these modifications and variations.

Claims

1. A method for managing after-sales repair products, characterized in that: include: Parse the after-sales repair request sent by the user to obtain the product to be repaired; The goods to be repaired include large-screen televisions and TV-on-demand content software; If the product to be repaired is a large-screen TV, obtaining a work order description of the large-screen TV, and repairing the large-screen TV based on the work order description; If the product to be repaired is TV-on-demand content software, detecting the state of a network of the TV-on-demand content software, and performing fault processing on the TV-on-demand content software based on the state of the network; Wherein, repairing the large-screen TV based on the work order description includes: Converting the work order description into a target vector based on vector embedding; Based on the target vector, similarity matching is performed in a pre-built work order vector database and sorted according to similarity to obtain a work order ID list; According to the work order ID in the work order ID list, a match is performed in a pre-built work order abnormality cause database to obtain a target fault cause, wherein the work order abnormality cause database is a database consisting of a mapping and binding of each work order ID and its corresponding work order abnormality cause; Repairing the large-screen TV based on the target fault cause; The performing fault processing on the TV-on-demand content software based on the state of the network includes: When it is detected that the network is continuously in an idle state, turning off the controller and starting timing, the controller being used to connect to the network; When the timing ends, turning on the controller to detect the state of the network; When it is detected that the network is continuously in an idle state, data is sent. If one frame of the data is successfully sent, it indicates that the TV-on-demand content software has recovered to a working state.

2. The after-sales repair product management method according to claim 1, characterized in that: If the product to be repaired is a TV-on-demand content software, detecting the network status of the TV-on-demand content software includes: If the product to be repaired is a TV-on-demand content software, setting the controller to a reset mode; The sending error counter is set to a preset value to detect the state of the network, and the sending error counter is used to record the number of errors.

3. The after-sales repair product management method according to claim 2, characterized in that: The management method of after-sales repair products also includes: If an idle state is detected once, the sending error counter is subtracted by a specified value; if a non-idle state is detected once, the sending error counter is reset to the preset value.

4. The after-sales repair product management method according to claim 3, characterized in that: The management method of after-sales repair products also includes: Detecting the value of the sending error counter in real time; If the value of the sending error counter is less than the first threshold, the controller is turned off and timing is started.

5. The after-sales repair product management method according to claim 4, characterized in that: The step of starting the controller and detecting the state of the network includes: If an idle state is detected once, the sending error counter is reduced by the specified value; if a non-idle state is detected once, the sending error counter is reset to the preset value; Detecting the value of the sending error counter in real time; If the value of the sending error counter is less than the second threshold, the network is continuously in an idle state.

6. The after-sales repair product management method according to claim 5, characterized in that: The management method of after-sales repair products also includes: Detecting the value of the sending error counter in real time; If the value of the sending error counter is greater than the third threshold, it is determined that a fault state is detected, and the first threshold and the second threshold are increased.

7. A management system for after-sales repair products, characterized in that: include: The parsing module is used to parse the after-sales repair request sent by the user to obtain the product to be repaired; The goods to be repaired include large-screen televisions and TV-on-demand content software; A TV repair module, for obtaining a work order description of the large-screen TV if the product to be repaired is a large-screen TV, and repairing the large-screen TV based on the work order description; a fault processing module, for detecting the state of a network of the TV-on-demand content software if the product to be repaired is TV-on-demand content software, and performing fault processing on the TV-on-demand content software based on the state of the network; Wherein, repairing the large-screen TV based on the work order description includes: Converting the work order description into a target vector based on vector embedding; Based on the target vector, similarity matching is performed in a pre-built work order vector database and sorted according to similarity to obtain a work order ID list; According to the work order ID in the work order ID list, a match is performed in a pre-built work order abnormality cause database to obtain a target fault cause, wherein the work order abnormality cause database is a database consisting of a mapping and binding of each work order ID and its corresponding work order abnormality cause; Repairing the large-screen TV based on the target fault cause; The performing fault processing on the TV-on-demand content software based on the state of the network includes: When it is detected that the network is continuously in an idle state, turning off the controller and starting timing, the controller being used to connect to the network; When the timing ends, turning on the controller to detect the state of the network; When it is detected that the network is continuously in an idle state, data is sent. If one frame of the data is successfully sent, it indicates that the TV-on-demand content software has recovered to a working state.

8. A non-transitory computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the method for managing after-sales repair products according to any one of claims 1 to 6 is implemented.

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