A method and system for intelligent diagnosis and maintenance guidance of household appliance faults

Abstract

The present invention discloses a method and system for intelligent diagnosis and maintenance guidance of household appliance faults, which belongs to the technical field of electrical appliance fault diagnosis and maintenance, and can improve the maintenance efficiency of household appliances; the method comprises the following steps: receiving a fault code sent by a household appliance; sending the fault code to a maintenance end, so that the maintenance end determines the fault type according to the fault code, and when it is determined that the first user has the ability to solve the fault type by himself, sending a maintenance plan to a preset first user's terminal device; when it is determined that the first user does not have the ability to solve the fault type by himself, automatically assigning a maintenance personnel for on-site maintenance, and sending corresponding prompt information to the preset first user's terminal device, and sending the fault type and fault code to the terminal device of the assigned maintenance personnel; wherein the prompt information at least includes the maintenance personnel's estimated on-site maintenance time and contact information.

Description

Technical Field

[0001] The present invention relates to the technical field of electrical appliance fault diagnosis and repair, and in particular to a method and system for intelligent diagnosis and repair guidance of household appliance faults. Background Art

[0002] At present, when users use home appliances (such as washing machines), they will generally receive error alarm prompts due to the home appliances' own faults or improper use. However, if users do not understand the error information well and cannot obtain the manual for reference in time, they need to seek help from after-sales maintenance, which consumes the time, energy and resources of both parties for some errors that can be handled by users themselves or caused by improper use. In addition, for faults that require after-sales maintenance, maintenance personnel cannot accurately know the various fault information such as the working process and status of the home appliance when the error alarm prompt occurs, so it is not easy to analyze the real cause of the fault, resulting in insufficient targeting before maintenance, and often missing the corresponding maintenance tools or parts that need to be replaced, which will also cause inconvenience in maintenance and increase the difficulty of maintenance.

[0003] The disclosure of the above background technology content is only used to assist in understanding the concept and technical solution of the present invention. It does not necessarily belong to the prior art of this patent application. In the absence of clear evidence that the above content has been disclosed on the filing date of this patent application, the above background technology should not be used to evaluate the novelty and creativity of the present application. Summary of the invention

[0004] The present application provides a method and system for intelligent diagnosis and repair guidance of household appliance faults, which can improve the efficiency of household appliance repair.

[0005] To achieve the above objectives, the present application discloses the following technical solutions:

[0006] In a first aspect, an embodiment of the present application provides a method for intelligent diagnosis and maintenance guidance of household appliance faults, comprising the following steps:

[0007] Receive fault codes sent by household appliances;

[0008] The fault code is sent to the maintenance end so that the maintenance end determines the fault type according to the fault code, and when it is determined that the first user has the ability to solve the fault type by himself, a maintenance plan is sent to the preset terminal device of the first user; when it is determined that the first user does not have the ability to solve the fault type by himself, a maintenance personnel is automatically assigned for on-site repair, and a corresponding prompt message is sent to the preset terminal device of the first user, and the fault type and fault code are sent to the terminal device of the assigned maintenance personnel; wherein the prompt information at least includes the estimated on-site repair time and contact information of the maintenance personnel.

[0009] In the embodiment of the present application, when a household appliance fails, a fault code can be immediately sent to the maintenance terminal to ensure that the maintenance terminal can obtain the fault information of the device in real time. After receiving the fault code, the maintenance terminal quickly determines the fault type through analysis and identification, so that the user does not need to interpret complex fault information by himself, thereby reducing the possibility of misoperation.

[0010] After confirming the fault type, we evaluate whether the user has the ability to resolve the fault by themselves. If the user has the ability to resolve the fault, we will send them a detailed repair plan and guidance information so that they can effectively perform self-repairs, thereby effectively reducing the time and energy required by users to deal with faults, and reducing erroneous repair requests caused by information asymmetry, helping to reduce unnecessary repair costs and waste of resources.

[0011] If the user does not have the corresponding ability, maintenance personnel will be automatically arranged for on-site service, and relevant information will be fed back to the user in a timely manner. In this way, more personalized services can be provided, avoiding a one-size-fits-all maintenance strategy, helping to screen out users with certain maintenance capabilities, thereby reducing invalid on-site maintenance requests, improving fault handling efficiency, and increasing user satisfaction. In addition, it can also enable maintenance personnel to carry corresponding tools and parts more specifically, which is conducive to improving maintenance efficiency.

[0012] In some possible implementations of the first aspect, the maintenance end determines whether the first user has the ability to solve the fault type by himself through the following steps:

[0013] Acquiring historical maintenance record data of the first user and operation skill evaluation data of the first user;

[0014] Associating the historical maintenance record data with the fault type corresponding to the fault code to obtain the first user's success rate in solving similar fault types;

[0015] The operation skill evaluation data and the resolution success rate are comprehensively analyzed to determine whether the first user has the ability to resolve the corresponding fault type. Among them, the operation skill evaluation data focuses on the user's theoretical and practical skill levels, such as the user's technical knowledge and hands-on ability. The resolution success rate reflects the user's performance in actual fault handling. By combining the two, the evaluation of the user's maintenance ability can not only rely on the theoretical skill level, but also take into account the successful experience of actual operation. In this way, the user's maintenance ability can be evaluated more accurately.

[0016] In some possible implementations of the first aspect, the step of associating the historical maintenance record data with the fault type corresponding to the fault code to obtain the first user's success rate in resolving similar fault types includes:

[0017] Traverse each historical maintenance record of the first user and extract fault type information;

[0018] Compare the extracted fault type with the fault type corresponding to the current fault code and match them;

[0019] Record all maintenance records matching the current fault code, calculate the number of similar fault types successfully resolved and the total number of similar fault type records;

[0020] The first user's success rate in resolving similar fault types is calculated based on the number of similar fault types successfully resolved and the total number of similar fault type records. The specific formula is as follows: success rate of resolution = number of similar fault types successfully resolved / total number of similar fault type records.

[0021] In some possible implementations of the first aspect, the step of comprehensively analyzing the operation skill evaluation data and the resolution success rate to determine whether the first user has the ability to resolve the corresponding fault type includes:

[0022] The skill level and solution success rate in the operation skill evaluation data are weighted and calculated to obtain a comprehensive ability score;

[0023] If the comprehensive capability score is higher than a preset threshold, it is determined that the first user has the capability to resolve the corresponding fault type, and a maintenance plan is sent to the terminal device of the first user;

[0024] Otherwise, it is determined that the first user does not have the ability to resolve the corresponding fault type, and a maintenance personnel is automatically assigned to perform on-site repairs. A corresponding prompt message is sent to the preset terminal device of the first user, and the fault type and fault code are sent to the terminal device of the assigned maintenance personnel.

[0025] In some possible implementations of the first aspect, the step of determining the fault type according to the fault code by the maintenance end includes:

[0026] receiving a fault code and retrieving fault information corresponding to the fault code from a pre-stored fault code database;

[0027] Extract historical fault solution data from the fault information and environmental parameter data associated with the current fault code;

[0028] Based on the extracted historical fault solution data, combined with the environmental parameter data of the current fault code, pattern matching is performed to generate a list of candidate fault types;

[0029] According to the list of candidate fault types, the matching probability of each fault type is calculated, and the fault type with the highest matching probability is selected as the final fault type of the current fault, and the final fault type is output for subsequent processing. In this way, past faults and solutions can be referenced, effectively reducing misjudgments caused by unclear user descriptions, thereby improving the accuracy of fault diagnosis, helping to avoid the problem of multiple visits by maintenance personnel due to insufficient information, thereby improving maintenance efficiency.

[0030] In some possible implementations of the first aspect, the maintenance plan includes a self-repair guidance plan, a link for one-click repair reporting, a maintenance time estimate corresponding to the self-repair guidance plan, and a maintenance time estimate corresponding to the repair reporting plan, wherein the maintenance time estimate corresponding to the repair reporting plan = estimated on-site visit time of the maintenance personnel + estimated maintenance time of the maintenance personnel. In this way, it is convenient for users to understand the difficulty of handling the fault and arrange their time reasonably, avoid wasting time waiting for the arrival of maintenance personnel, help reduce users' dependence on after-sales service, thereby reducing the waste of manpower and material resources and optimizing resource allocation. In addition, for those users who have tried but failed to repair by themselves or do not want to repair by themselves, the one-click repair reporting link provided can enable them to quickly and conveniently request professional maintenance services, which is conducive to enhancing user experience and satisfaction.

[0031] In a second aspect, an embodiment of the present application provides a household appliance fault intelligent diagnosis and maintenance guidance device, comprising:

[0032] A first receiving module, used for receiving a fault code sent by the household appliance;

[0033] The first sending module is used to send the fault code to the maintenance end so that the maintenance end determines the fault type according to the fault code, and sends a maintenance plan to the preset first user's terminal device when it is determined that the first user has the ability to solve the fault type by himself. When it is determined that the first user does not have the ability to solve the fault type by himself, a maintenance personnel for on-site repair is automatically assigned, and a corresponding prompt information is sent to the preset first user's terminal device, and the fault type and fault code are sent to the terminal device of the assigned maintenance personnel; wherein the prompt information at least includes the maintenance personnel's estimated on-site repair time and contact information.

[0034] In some possible implementations of the second aspect, the maintenance end includes a first judgment module, which is used to obtain historical maintenance record data of the first user and operational skill evaluation data of the first user; associate the historical maintenance record data with the fault type corresponding to the fault code to obtain the first user's success rate in resolving similar fault types; and comprehensively analyze the operational skill evaluation data and the resolution success rate to determine whether the first user has the ability to resolve the corresponding fault type.

[0035] In some possible implementations of the second aspect, the first judgment module includes a first calculation unit, which is used to traverse each historical maintenance record of the first user and extract fault type information; compare the extracted fault type with the fault type corresponding to the current fault code and match them; record all maintenance records that match the current fault code, and calculate the number of similar fault types that have been successfully resolved and the total number of similar fault type records; calculate the first user's solution success rate in similar fault types based on the number of similar fault types that have been successfully resolved and the total number of similar fault type records, and the specific formula is as follows: Solution success rate = number of similar fault types that have been successfully resolved / total number of similar fault type records.

[0036] In some possible implementations of the second aspect, the first judgment module includes a second calculation unit and a first judgment unit, the second calculation unit is used to perform weighted calculation on the skill level and the solution success rate in the operation skill evaluation data to obtain a comprehensive ability score; the first judgment unit is used to judge that the first user has the ability to solve the corresponding fault type if the comprehensive ability score is higher than a preset threshold, and send a maintenance plan to the first user's terminal device; otherwise, it is judged that the first user does not have the ability to solve the corresponding fault type, automatically assigns on-site maintenance personnel, and sends corresponding prompt information to the preset first user's terminal device, and sends the fault type and fault code to the terminal device of the assigned maintenance personnel.

[0037] In some possible implementations of the second aspect, the maintenance end includes a fault identification module for receiving a fault code and retrieving fault information corresponding to the fault code from a pre-stored fault code database; extracting historical fault solution data in the fault information, and environmental parameter data associated with the current fault code; performing pattern matching based on the extracted historical fault solution data and the environmental parameter data of the current fault code to generate a list of candidate fault types; calculating the matching probability of each fault type based on the list of candidate fault types, selecting the fault type with the highest matching probability as the final fault type of the current fault, and outputting the final fault type for subsequent processing.

[0038] In some possible implementations of the second aspect, the maintenance plan includes a self-repair guidance plan, a link for one-click repair reporting, a maintenance time estimate corresponding to the self-repair guidance plan, and a maintenance time estimate corresponding to the repair reporting plan, wherein the maintenance time estimate corresponding to the repair reporting plan = the estimated maintenance personnel visit time + the estimated maintenance personnel maintenance time.

[0039] In a third aspect, an embodiment of the present application provides an electronic device, comprising one or more processors; a storage device on which one or more programs are stored; when the one or more programs are executed by the one or more processors, the one or more processors implement the method described in any technical solution of the first aspect.

[0040] In a fourth aspect, an embodiment of the present application provides a computer-readable storage medium, on which a computer program is stored. When the computer program is executed by a processor, the method described in any technical solution of the first aspect is implemented.

[0041] In a fifth aspect, an embodiment of the present application provides a household appliance fault intelligent diagnosis and maintenance guidance system, including the electronic device described in the third aspect, a household appliance, a maintenance terminal, terminal devices of multiple users, and terminal devices of multiple maintenance personnel.

[0042] Among them, the technical effects brought about by any design method in the second to fifth aspects can refer to the technical effects brought about by different design methods in the first aspect, and will not be repeated here. BRIEF DESCRIPTION OF THE DRAWINGS

[0043] In order to more clearly illustrate the implementation methods of the present invention or the technical solutions in the prior art, the following briefly introduces the drawings required for the implementation methods or the description of the prior art. Obviously, the drawings in the following description are only exemplary, and for ordinary technicians in this field, other implementation drawings can be derived from the provided drawings without creative work.

[0044] Figure 1 A flowchart of a method for intelligent diagnosis and repair guidance of household appliance faults provided in some embodiments of the present application;

[0045] Figure 2 A schematic diagram of the structure of a household appliance fault intelligent diagnosis and maintenance guidance device provided in some embodiments of the present application;

[0046] Figure 3 It is a schematic diagram of the structure of an electronic device suitable for implementing some embodiments of the present application. DETAILED DESCRIPTION

[0047] Specific embodiments of the present invention will now be mentioned in detail. Although the present invention is described in conjunction with these specific embodiments, it should be appreciated that it is not intended to limit the present invention to these specific embodiments. On the contrary, these embodiments are intended to cover substitutions, changes or equivalent embodiments that may be included in the spirit and scope of the invention defined by the claims. In the following description, a large number of specific details are set forth in order to provide a comprehensive understanding of the present invention. The present invention may be implemented without some or all of these specific details.

[0048] When used in conjunction with "including," "methods comprising," or similar language in this specification and the appended claims, the singular forms "a," "an," and "the" include plural references unless the context clearly dictates otherwise. Unless defined otherwise, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this invention belongs.

[0049] Application Overview: Currently, when using home appliances (such as washing machines), users will generally receive error alarm prompts due to the home appliances’ own faults or improper use. However, if the user does not understand the error information well and cannot obtain the manual for reference in a timely manner, he or she will need to seek help from after-sales maintenance. This wastes both parties’ time, energy and resources for errors that some users can handle on their own or caused by improper use. In addition, for faults that require after-sales maintenance, maintenance personnel cannot accurately obtain various fault information such as the working progress and status of the home appliance when the error alarm prompt occurs, so it is not easy to analyze the real cause of the fault, resulting in a lack of clarity before maintenance, and often missing the corresponding maintenance tools or parts that need to be replaced, which will also cause inconvenience in maintenance and increase the difficulty of maintenance.

[0050] In response to the above technical problems, the overall idea of ​​the technical solution provided by the present application is as follows: a method for intelligent diagnosis and maintenance guidance of household appliance faults is provided, comprising the following steps: receiving a fault code sent by a household appliance; sending the fault code to a maintenance end so that the maintenance end determines the fault type based on the fault code, and when it is judged that the first user has the ability to solve the fault type by himself, a maintenance plan is sent to a preset first user's terminal device; when it is judged that the first user does not have the ability to solve the fault type by himself, a maintenance personnel is automatically assigned for on-site repair, and a corresponding prompt message is sent to the preset first user's terminal device, and the fault type and fault code are sent to the terminal device of the assigned maintenance personnel; wherein the prompt information includes at least the estimated on-site repair time and contact information of the maintenance personnel.

[0051] By adopting the above technical solution, when a household appliance fails, a fault code can be immediately sent to the maintenance terminal, ensuring that the maintenance terminal can obtain the fault information of the device in real time. After receiving the fault code, the maintenance terminal quickly determines the fault type through analysis and identification, so that users do not need to interpret complex fault information by themselves, thereby reducing the possibility of misoperation.

[0052] After confirming the fault type, we evaluate whether the user has the ability to resolve the fault by themselves. If the user has the ability to resolve the fault, we will send them a detailed repair plan and guidance information so that they can effectively perform self-repairs, thereby effectively reducing the time and energy required by users to deal with faults, and reducing erroneous repair requests caused by information asymmetry, helping to reduce unnecessary repair costs and waste of resources.

[0053] If the user does not have the corresponding ability, maintenance personnel will be automatically arranged for on-site service, and relevant information will be fed back to the user in a timely manner. In this way, more personalized services can be provided, avoiding a one-size-fits-all maintenance strategy, helping to screen out users with certain maintenance capabilities, thereby reducing invalid on-site maintenance requests, improving fault handling efficiency, and increasing user satisfaction. In addition, it can also enable maintenance personnel to carry corresponding tools and parts more specifically, which is conducive to improving maintenance efficiency.

[0054] After introducing the basic principles of the present application, various non-limiting implementation methods of the present application will be specifically introduced in conjunction with the accompanying drawings. Figure 1 The present application provides a method for intelligent diagnosis and repair guidance of household appliance faults, including the following steps:

[0055] S101: receiving a fault code sent by a household appliance;

[0056] S102: Send the fault code to the maintenance end so that the maintenance end determines the fault type according to the fault code, and sends a maintenance plan to the preset terminal device of the first user when it is determined that the first user has the ability to solve the fault type by himself. When it is determined that the first user does not have the ability to solve the fault type by himself, automatically assign a maintenance personnel for on-site repair, and send a corresponding prompt message to the preset terminal device of the first user, and send the fault type and fault code to the terminal device of the assigned maintenance personnel; wherein the prompt information at least includes the maintenance personnel's estimated on-site repair time and contact information.

[0057] Specifically, in some embodiments, the maintenance end determines the fault type according to the fault code through the following steps:

[0058] The first step is to receive a fault code and retrieve fault information corresponding to the fault code from a pre-stored fault code database;

[0059] The second step is to extract the historical fault solution data in the fault information and the environmental parameter data associated with the current fault code;

[0060] In the third step, based on the extracted historical fault solution data and combined with the environmental parameter data of the current fault code, pattern matching is performed to generate a list of candidate fault types;

[0061] The fourth step is to calculate the matching probability of each fault type based on the candidate fault type list, select the fault type with the highest matching probability as the final fault type of the current fault, and output the final fault type for subsequent processing. In this way, past faults and solutions can be referenced, effectively reducing misjudgments caused by unclear user descriptions, thereby improving the accuracy of fault diagnosis, and helping to avoid the problem of multiple visits by maintenance personnel due to insufficient information, thereby improving maintenance efficiency.

[0062] Further, in some embodiments, the maintenance end determines whether the first user has the ability to solve the fault type by himself through the following steps:

[0063] The first step is to obtain the historical maintenance record data of the first user and the operation skill evaluation data of the first user;

[0064] The second step is to associate the historical maintenance record data with the fault type corresponding to the fault code to obtain the first user's success rate in solving similar fault types;

[0065] Specifically, in some embodiments, the historical maintenance record data is associated with the fault type corresponding to the fault code through the following steps to obtain the first user's success rate in solving similar fault types:

[0066] In the first sub-step, each historical maintenance record of the first user is traversed to extract fault type information;

[0067] The second sub-step is to compare the extracted fault type with the fault type corresponding to the current fault code and perform matching;

[0068] The third sub-step is to record all maintenance records matching the current fault code, and calculate the number of similar fault types successfully solved and the total number of similar fault type records;

[0069] The fourth sub-step is to calculate the first user's resolution success rate in similar fault types based on the number of similar fault types successfully resolved and the total number of similar fault type records. The specific formula is as follows: resolution success rate = number of similar fault types successfully resolved / total number of similar fault type records.

[0070] The third step is to conduct a comprehensive analysis of the operation skill evaluation data and the resolution success rate to determine whether the first user has the ability to resolve the corresponding fault type.

[0071] Specifically, in some embodiments, the operation skill evaluation data and the resolution success rate are comprehensively analyzed through the following steps to determine whether the first user has the ability to resolve the corresponding fault type:

[0072] In the first sub-step, the skill level and the success rate of solving the problem in the operation skill evaluation data are weighted and calculated to obtain a comprehensive ability score;

[0073] In the second sub-step, if the comprehensive capability score is higher than a preset threshold, it is determined that the first user has the capability to resolve the corresponding fault type, and a maintenance plan is sent to the terminal device of the first user;

[0074] The third sub-step, otherwise, it is determined that the first user does not have the ability to solve the corresponding fault type, and a maintenance personnel is automatically assigned to perform on-site repairs. A corresponding prompt message is sent to the preset terminal device of the first user, and the fault type and fault code are sent to the terminal device of the assigned maintenance personnel.

[0075] Among them, the operational skill evaluation data focuses on the user's theoretical and practical skill levels, such as the user's technical knowledge and hands-on ability. The resolution success rate reflects the user's performance in actual troubleshooting. By combining the two, the evaluation of the user's maintenance ability can not only rely on the theoretical skill level, but also take into account the successful experience of actual operation. In this way, the user's maintenance ability can be evaluated more accurately.

[0076] Preferably, in some embodiments, the maintenance plan includes a self-repair guidance plan, a link for one-click repair, an estimated maintenance time corresponding to the self-repair guidance plan, and an estimated maintenance time corresponding to the repair plan, wherein the estimated maintenance time corresponding to the repair plan = estimated door-to-door maintenance personnel time + estimated maintenance personnel maintenance time. In this way, it is convenient for users to understand the difficulty of handling faults and reasonably arrange their time, avoid wasting time waiting for the arrival of maintenance personnel, and help reduce users' dependence on after-sales service, thereby reducing the waste of manpower and material resources and optimizing resource allocation. In addition, for those users who have tried to repair themselves but failed or do not want to repair themselves, the one-click repair link provided can enable them to quickly and conveniently request professional maintenance services, which is conducive to enhancing user experience and satisfaction. Of course, the present application is not limited to this. In other embodiments, the maintenance plan may also include only a self-repair guidance plan. Exemplarily, the self-repair guidance plan may include: a list of tools and materials required for maintenance. The specific operating instructions for each step, specifically, can be a diagram or video link.

[0077] See also Figure 2 Based on the same inventive concept as the household appliance fault intelligent diagnosis and maintenance guidance method in the aforementioned embodiment, the embodiment of the present application provides a household appliance fault intelligent diagnosis and maintenance guidance device, including:

[0078] The first receiving module 201 is used to receive a fault code sent by the household appliance;

[0079] The first sending module 202 is used to send the fault code to the maintenance end so that the maintenance end determines the fault type according to the fault code, and sends a maintenance plan to the preset terminal device of the first user when it is determined that the first user has the ability to solve the fault type by himself. When it is determined that the first user does not have the ability to solve the fault type by himself, a maintenance personnel for on-site repair is automatically assigned, and a corresponding prompt information is sent to the preset terminal device of the first user, and the fault type and fault code are sent to the terminal device of the assigned maintenance personnel; wherein the prompt information at least includes the estimated on-site repair time and contact information of the maintenance personnel.

[0080] In some embodiments, the maintenance end includes a first judgment module, which is used to obtain historical maintenance record data of the first user and operational skill evaluation data of the first user; associate the historical maintenance record data with the fault type corresponding to the fault code to obtain the first user's success rate in resolving similar fault types; and comprehensively analyze the operational skill evaluation data and the resolution success rate to determine whether the first user has the ability to resolve the corresponding fault type.

[0081] In some embodiments, the first judgment module includes a first calculation unit, which is used to traverse each historical maintenance record of the first user and extract fault type information; compare the extracted fault type with the fault type corresponding to the current fault code and match them; record all maintenance records that match the current fault code, and calculate the number of similar fault types that have been successfully resolved and the total number of similar fault type records; calculate the first user's resolution success rate in similar fault types based on the number of similar fault types that have been successfully resolved and the total number of similar fault type records, and the specific formula is as follows: resolution success rate = number of similar fault types that have been successfully resolved / total number of similar fault type records.

[0082] In some embodiments, the first judgment module includes a second calculation unit and a first judgment unit, the second calculation unit is used to perform weighted calculation on the skill level and the solution success rate in the operation skill evaluation data to obtain a comprehensive ability score; the first judgment unit is used to judge that the first user has the ability to solve the corresponding fault type if the comprehensive ability score is higher than a preset threshold, and send a maintenance plan to the first user's terminal device; otherwise, it is judged that the first user does not have the ability to solve the corresponding fault type, automatically assigns on-site maintenance personnel, and sends corresponding prompt information to the preset first user's terminal device, and sends the fault type and fault code to the terminal device of the assigned maintenance personnel.

[0083] In some embodiments, the maintenance end includes a fault identification module for receiving a fault code and retrieving fault information corresponding to the fault code from a pre-stored fault code database; extracting historical fault solution data in the fault information, and environmental parameter data associated with the current fault code; performing pattern matching based on the extracted historical fault solution data and the environmental parameter data of the current fault code to generate a list of candidate fault types; calculating the matching probability of each fault type based on the list of candidate fault types, selecting the fault type with the highest matching probability as the final fault type of the current fault, and outputting the final fault type for subsequent processing.

[0084] In some embodiments, the maintenance plan includes a self-repair guidance plan, a link for one-click repair reporting, a maintenance time estimate corresponding to the self-repair guidance plan, and a maintenance time estimate corresponding to the repair reporting plan, wherein the maintenance time estimate corresponding to the repair reporting plan = the estimated maintenance personnel visit time + the estimated maintenance personnel maintenance time.

[0085] It is understandable that the modules and references recorded in the intelligent diagnosis and maintenance guidance device for household appliance faults Figure 1 Therefore, the operations, features and beneficial effects described above for the method are also applicable to the intelligent diagnosis and maintenance guidance device for household appliance faults and the modules contained therein, and will not be described in detail here.

[0086] See also Figure 3 Based on the inventive concept of a household appliance fault intelligent diagnosis and maintenance guidance method in the above embodiment, the embodiment of the present application provides an electronic device. It can be understood that the electronic device is the execution subject of the above household appliance fault intelligent diagnosis and maintenance guidance method. The electronic device can be a part of the household appliance or an independent device.

[0087] The electronic device may include but is not limited to mobile terminals such as mobile phones, notebook computers, digital broadcast receivers, PDAs (personal digital assistants), PADs (tablet computers), PMPs (portable multimedia players), etc., and fixed terminals such as digital TVs, desktop computers, etc. The electronic device includes a processing device 301 (such as a central processing unit, a graphics processor, etc.), which can perform various appropriate actions and processes according to the program stored in a ROM 302 (read-only memory) or the program loaded from a storage device 308 into a RAM 303 (random access memory). In RAM 303, various programs and data required for the operation of the electronic device are also stored. The processing device 301, ROM 302, and RAM 303 are connected to each other via a bus 304. An input / output interface (i.e., an I / O interface 305) is also connected to the bus 304.

[0088] Typically, the following devices may be connected to the I / O interface 305: an input device 306 including, for example, a touch screen, a touch pad, a keyboard, a mouse, a camera, a microphone, an accelerometer, a gyroscope, etc.; an output device 307 including, for example, a liquid crystal display (LCD), a speaker, a vibrator, etc.; a storage device 308 including, for example, a magnetic tape, a hard disk, etc.; and a communication device 309. The communication device 309 may allow the electronic device to communicate with other devices wirelessly or by wire to exchange data.

[0089] In particular, according to some embodiments of the present application, the process described above with reference to the flowchart can be implemented as a computer software program. For example, some embodiments of the present application include a computer program product, which includes a computer program carried on a computer-readable medium, and the computer program includes a program code for executing the method shown in the flowchart. In some such embodiments, the computer program can be downloaded and installed from the network through the communication device 309, or installed from the storage device 308, or installed from the ROM 302. When the computer program is executed by the processing device 301, the above-mentioned functions defined in the method of some embodiments of the present application are executed.

[0090] It should be noted that the computer-readable medium recorded in some embodiments of the present application may be a computer-readable signal medium or a computer-readable storage medium or any combination of the above two. The computer-readable storage medium may be an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device or device, or any combination of the above. More specific examples of computer-readable storage media may include, but are not limited to: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the above. In some embodiments of the present application, a computer-readable storage medium may be any tangible medium containing or storing a program, which may be used by or in combination with an instruction execution system, device or device. In some embodiments of the present application, a computer-readable signal medium may include a data signal propagated in a baseband or as part of a carrier wave, in which a computer-readable program code is carried. This propagated data signal may take a variety of forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination of the above. The computer readable signal medium may also be any computer readable medium other than a computer readable storage medium, which may send, propagate or transmit a program for use by or in conjunction with an instruction execution system, apparatus or device. The program code contained on the computer readable medium may be transmitted using any suitable medium, including but not limited to: wires, optical cables, RF (radio frequency), etc., or any suitable combination of the above.

[0091] In some embodiments, the client and the server may communicate using any currently known or future developed network protocol such as HTTP (HyperText Transfer Protocol), and may be interconnected with any form or medium of digital data communication (e.g., a communication network). Examples of communication networks include a local area network ("LAN"), a wide area network ("WAN"), an internet (e.g., the Internet), and a peer-to-peer network (e.g., an adhoc peer-to-peer network), as well as any currently known or future developed network.

[0092] The computer-readable medium may be included in the electronic device; or it may exist independently without being installed in the electronic device. The computer-readable medium carries one or more programs. When the one or more programs are executed by the electronic device, the electronic device: receives the fault code sent by the household appliance; sends the fault code to the maintenance terminal, so that the maintenance terminal determines the fault type according to the fault code, and sends a maintenance plan to the preset first user's terminal device when it is determined that the first user has the ability to solve the fault type by himself; when it is determined that the first user does not have the ability to solve the fault type by himself, it automatically assigns a maintenance personnel for on-site maintenance, sends a corresponding prompt message to the preset first user's terminal device, and sends the fault type and fault code to the terminal device of the assigned maintenance personnel.

[0093] The computer program code for performing the operation of some embodiments of the present application can be written in one or more programming languages ​​or a combination thereof, and the above-mentioned programming languages ​​include object-oriented programming languages, such as Java, Smalltalk, C++, and also include conventional procedural programming languages, such as "C" language or similar programming languages. The program code can be executed entirely on the user's computer, partially on the user's computer, as an independent software package, partially on the user's computer and partially on the remote computer, or completely on the remote computer or server. In the case of a remote computer, the remote computer can be connected to the user's computer through any type of network, including a local area network (LAN) or a wide area network (WAN), or can be connected to an external computer (e.g., using an Internet service provider to connect through the Internet).

[0094] The flow chart and block diagram in the accompanying drawings illustrate the possible architecture, function and operation of the system, method and computer program product according to various embodiments of the present application. In this regard, each square box in the flow chart or block diagram can represent a module, a program segment or a part of a code, and the module, the program segment or a part of the code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some alternative implementations, the functions marked in the square box can also occur in a sequence different from that marked in the accompanying drawings. For example, two square boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each square box in the block diagram and / or flow chart, and the combination of the square boxes in the block diagram and / or flow chart can be implemented with a dedicated hardware-based system that performs a specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.

[0095] The modules described in some embodiments of the present application may be implemented by software or hardware. The modules described may also be arranged in a processor: for example, they may be described as: a first receiving module, a first sending module. The names of these modules do not, in some cases, constitute limitations on the modules themselves. For example, the first receiving module may also be described as a "fault code receiving module".

[0096] The functions described above herein may be performed at least in part by one or more hardware logic components. For example, without limitation, exemplary types of hardware logic components that may be used include: field programmable gate arrays (FPGAs), application specific integrated circuits (ASICs), application specific standard products (ASSPs), systems on chips (SOCs), complex programmable logic devices (CPLDs), and the like.

[0097] Some embodiments of the present application also provide a computer program product, including a computer program, which implements any of the above-mentioned methods for intelligent diagnosis and repair guidance of household appliance faults when executed by a processor.

[0098] An embodiment of the present application also provides a household appliance fault intelligent diagnosis and maintenance guidance system, including the aforementioned electronic equipment, household appliances, a maintenance terminal, terminal devices of multiple users, and terminal devices of multiple maintenance personnel.

[0099] Although the present invention has been described in detail above by general description and specific embodiments, it is obvious to those skilled in the art that some modifications or improvements can be made to the present invention. Therefore, these modifications or improvements made without departing from the spirit of the present invention all belong to the scope of protection claimed by the present invention.

Claims

1. A method for intelligent diagnosis and maintenance guidance of household appliance faults, characterized in that: The following steps are involved: Receive fault codes sent by household appliances; The fault code is sent to the maintenance end so that the maintenance end determines the fault type according to the fault code, and when it is determined that the first user has the ability to solve the fault type by himself, a maintenance plan is sent to the preset terminal device of the first user; when it is determined that the first user does not have the ability to solve the fault type by himself, a maintenance personnel for on-site repair is automatically assigned, and a corresponding prompt information is sent to the preset terminal device of the first user, and the fault type and fault code are sent to the terminal device of the assigned maintenance personnel; wherein the prompt information at least includes the estimated on-site repair time and contact information of the maintenance personnel.

2. The method for intelligent diagnosis and maintenance guidance of household appliance faults according to claim 1, characterized in that: The maintenance end determines whether the first user has the ability to solve the fault type by himself through the following steps: Acquiring historical maintenance record data of the first user and operation skill evaluation data of the first user; Associating the historical maintenance record data with the fault type corresponding to the fault code to obtain a success rate of solving similar fault types by the first user; The operation skill evaluation data and the resolution success rate are comprehensively analyzed to determine whether the first user has the ability to resolve the corresponding fault type.

3. The method for intelligent diagnosis and maintenance guidance of household appliance faults according to claim 2, characterized in that: The step of associating the historical maintenance record data with the fault type corresponding to the fault code to obtain the first user's success rate in solving similar fault types includes: Traverse each historical maintenance record of the first user and extract fault type information; Compare the extracted fault type with the fault type corresponding to the current fault code and match them; Record all maintenance records matching the current fault code, calculate the number of similar fault types successfully resolved and the total number of similar fault type records; The first user's success rate in resolving similar fault types is calculated based on the number of similar fault types successfully resolved and the total number of similar fault type records. The specific formula is as follows: success rate of resolution = number of similar fault types successfully resolved / total number of similar fault type records.

4. The method for intelligent diagnosis and maintenance guidance of household appliance faults according to claim 3, characterized in that: The step of comprehensively analyzing the operation skill evaluation data and the resolution success rate to determine whether the first user has the ability to resolve the corresponding fault type includes: The skill level and solution success rate in the operation skill evaluation data are weighted and calculated to obtain a comprehensive ability score; If the comprehensive capability score is higher than a preset threshold, it is determined that the first user has the capability to resolve the corresponding fault type, and a maintenance plan is sent to the terminal device of the first user; Otherwise, it is determined that the first user does not have the ability to resolve the corresponding fault type, and a maintenance personnel is automatically assigned to perform on-site repairs. A corresponding prompt message is sent to the preset terminal device of the first user, and the fault type and fault code are sent to the terminal device of the assigned maintenance personnel.

5. The method for intelligent diagnosis and maintenance guidance of household appliance faults according to claim 1, characterized in that: The step of determining the fault type according to the fault code by the maintenance end comprises: receiving the fault code, and retrieving fault information corresponding to the fault code from a pre-stored fault code database; Extracting historical fault solution data from the fault information and environmental parameter data associated with the current fault code; Based on the extracted historical fault solution data, combined with the environmental parameter data of the current fault code, pattern matching is performed to generate a list of candidate fault types; According to the candidate fault type list, the matching probability of each fault type is calculated, the fault type with the highest matching probability is selected as the final fault type of the current fault, and the final fault type is output for subsequent processing.

6. The method for intelligent diagnosis and maintenance guidance of household appliance faults according to any one of claims 1 to 5, characterized in that: The maintenance plan includes a self-repair guidance plan, a link for one-click repair reporting, a maintenance time estimate corresponding to the self-repair guidance plan, and a maintenance time estimate corresponding to the repair reporting plan, wherein the maintenance time estimate corresponding to the repair reporting plan = the estimated maintenance personnel visit time + the estimated maintenance personnel maintenance time.

7. A household appliance fault intelligent diagnosis and maintenance guidance device, characterized in that: include: A first receiving module, used for receiving a fault code sent by the household appliance; The first sending module is used to send the fault code to the maintenance end, so that the maintenance end determines the fault type according to the fault code, and sends a maintenance plan to the preset terminal device of the first user when it is determined that the first user has the ability to solve the fault type by himself. When it is determined that the first user does not have the ability to solve the fault type by himself, the maintenance end automatically assigns a maintenance personnel for on-site repair, sends corresponding prompt information to the preset terminal device of the first user, and sends the fault type and fault code to the terminal device of the assigned maintenance personnel; wherein the prompt information at least includes the estimated on-site repair time and contact information of the maintenance personnel.

8. An electronic device, characterized in that: include: one or more processors; a storage device having one or more programs stored thereon; When the one or more programs are executed by the one or more processors, the one or more processors implement the method according to any one of claims 1 to 6.

9. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores a computer program, and when the computer program is executed by a processing device, the method according to any one of claims 1 to 6 is implemented.

10. An intelligent household appliance fault diagnosis and maintenance guidance system, comprising the electronic device according to claim 8, a household appliance, a maintenance terminal, terminal devices of multiple users, and terminal devices of multiple maintenance personnel.

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