Self-service equipment operation and maintenance management method and device, equipment, storage medium and program product

Abstract

The embodiment of the invention provides a self-service equipment operation and maintenance management method and device, equipment, a storage medium and a program product, and relates to the field of robot process automation (RPA). The method comprises the following steps: monitoring the running state of self-service equipment of at least one network point; determining a target fault notification mode and a corresponding target notification address from the fault processing information of the target network point based on the type of a target fault causing the abnormity of the first self-service equipment in the first self-service equipment with the abnormal running state; and outputting a fault notification that the first self-service equipment has the target fault to the target notification address by adopting a target fault notification mode. According to the method, the management efficiency of the self-service equipment is improved.

Description

Technical Field

[0001] The present application relates to the field of Robotic Process Automation (RPA), and in particular to a self-service equipment operation and maintenance management method, apparatus, equipment, storage medium and program product. Background Art

[0002] The bank's self-service equipment, such as automated teller machines (ATMs), self-service product pick-up machines, and self-service receipt machines, can facilitate users to complete various banking services on their own. These devices not only improve the efficiency of banking services, but also provide users with a more convenient and flexible service experience.

[0003] At present, the monitoring of the operating status of bank self-service equipment mainly relies on manual monitoring by managers through the operation and maintenance management platform. When managers find abnormal self-service equipment, they will call the bank branch where the abnormal equipment is located. In this process, the efficiency of manual monitoring is low, and it is easy for abnormal equipment to not be discovered in time.

[0004] Therefore, how to improve the efficiency of monitoring and management of the operating status of bank self-service equipment is an urgent problem to be solved. Summary of the invention

[0005] The present application provides a self-service equipment operation and maintenance management method, device, equipment, storage medium and program product to improve the technical problem of the management efficiency of self-service equipment.

[0006] In a first aspect, the present application provides a self-service equipment operation and maintenance management method, comprising:

[0007] Monitor the operating status of at least one self-service device at a branch;

[0008] At a first self-service device having an abnormal operation state, based on the type of target fault causing the abnormality of the first self-service device, determining a target fault notification method and a corresponding target notification address from the fault handling information of the target network point;

[0009] A target fault notification method is adopted to output a fault notification indicating that the first self-service device has a target fault to the target notification address, and the fault repair progress of the first self-service device is monitored.

[0010] In a second aspect, the present application provides a self-service equipment operation and maintenance management device, including:

[0011] A monitoring module, used to monitor the operating status of the self-service equipment of at least one outlet;

[0012] a determination module, configured to determine, when there is a first self-service device with an abnormal operating state, a target fault notification method and a corresponding target notification address from the fault handling information of the target network point based on the type of target fault causing the abnormality of the first self-service device;

[0013] The processing module is used to adopt a target fault notification method to output a fault notification that the first self-service device has a target fault to the target notification address through the interaction module, and monitor the fault repair progress of the first self-service device.

[0014] In a third aspect, the present application provides an electronic device, comprising: a processor, and a memory communicatively connected to the processor;

[0015] The memory stores computer-executable instructions;

[0016] The processor executes the computer-executable instructions stored in the memory to implement the method described in any one of the first aspects.

[0017] In a fourth aspect, the present application provides a computer-readable storage medium, wherein the computer-readable storage medium stores computer-executable instructions, and when the computer-executable instructions are executed by a processor, they are used to implement the method described in any one of the first aspects.

[0018] In a fifth aspect, the present application provides a computer program product, including a computer program, which implements the method described in any one of the first aspects when executed by a processor.

[0019] The present application provides a self-service equipment operation and maintenance management method, device, equipment, storage medium and program product, which utilize RPA technology and combine with the operation and maintenance management platform to automatically send timely notifications based on the type of fault for self-service equipment with abnormal operating status. Compared with the method of manually monitoring the operation and maintenance management platform and issuing reminders, the present application can improve the management efficiency of self-service equipment. BRIEF DESCRIPTION OF THE DRAWINGS

[0020] The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present application and, together with the description, serve to explain the principles of the present application.

[0021] Figure 1 This is a schematic diagram of the bank's operation and maintenance management platform;

[0022] Figure 2 A flowchart of a self-service equipment operation and maintenance management method provided in an embodiment of the present application;

[0023] Figure 3 A schematic diagram showing cash box business failures for the operation and maintenance management platform;

[0024] Figure 4 Displays a schematic diagram of cabinet door failure for the operation and maintenance management platform;

[0025] Figure 5 A schematic diagram of a process for monitoring the progress of fault repair of a first self-service device provided in an embodiment of the present application;

[0026] Figure 6 This is a schematic diagram of the interface for changing the target time on the operation and maintenance management platform;

[0027] Figure 7 A schematic diagram of using RPA technology to monitor and configure self-service equipment at a branch;

[0028] Figure 8 A flowchart of a method for self-service equipment operation and maintenance management based on RPA technology provided in an embodiment of the present application;

[0029] Fig. 9 A schematic diagram of the structure of a self-service equipment operation and maintenance management device provided in an embodiment of the present application;

[0030] Fig.10 A schematic diagram of the structure of an electronic device provided in an embodiment of the present application.

[0031] The above drawings have shown clear embodiments of the present application, which will be described in more detail later. These drawings and text descriptions are not intended to limit the scope of the present application in any way, but to illustrate the concept of the present application to those skilled in the art by referring to specific embodiments. DETAILED DESCRIPTION

[0032] Exemplary embodiments will be described in detail herein, examples of which are shown in the accompanying drawings. When the following description refers to the drawings, the same numbers in different drawings represent the same or similar elements unless otherwise indicated. The implementations described in the following exemplary embodiments do not represent all implementations consistent with the present application. Instead, they are merely examples of devices and methods consistent with some aspects of the present application as detailed in the appended claims.

[0033] It should be noted that the user information (including but not limited to user device information, user personal information, etc.) and data (including but not limited to data used for analysis, stored data, displayed data, etc.) involved in this application are all information and data authorized by the user or fully authorized by all parties, and the collection, storage, use, processing, transmission, provision, disclosure and application of the relevant data comply with the relevant laws, regulations and standards of the relevant countries and regions, take necessary confidentiality measures, do not violate public order and good morals, and provide corresponding operation entrances for users to choose to authorize or refuse.

[0034] In addition, this application involves conducting big data analysis of user information (including but not limited to personal biometrics, identity data, consumption data, asset data, electronic terminal operation data, etc.), and using artificial intelligence technology to make automated decisions, and making technical solutions that have a significant impact on personal rights and interests based on the results of automated decisions. The application provides users with corresponding operation entrances for them to choose to agree or reject the results of automated decisions; if the user chooses to reject, the expert decision-making process will be entered.

[0035] It should be noted that the self-service equipment operation and maintenance management method, device, equipment, storage medium and program product provided in the present application can be used in the field of artificial intelligence, and can also be used in any field other than artificial intelligence. The application field of the self-service equipment operation and maintenance management method, device, equipment, storage medium and program product in the present application is not limited.

[0036] The operation of self-service equipment can help save manpower and facilitate users' business operations. Taking the bank's self-service equipment as an example, ATMs, self-service product collection machines, self-service receipt machines, and the increasing number of self-service payment machines and self-service card vending machines have greatly enriched the types and channels of user self-service. These self-service equipment, with their efficient and accurate operation processes, enable users to easily complete a series of banking operations. For example, ATMs can help users to realize self-service cash withdrawals, check deposit balances and other banking operations; self-service product collection machines can help users to self-collect the required banking products, such as credit cards; self-service receipt machines can help users to self-check receipts, print, stamp and other banking operations.

[0037] Compared with manual processing of users' banking needs, the bank's self-service equipment can save manual intervention and user waiting time, improve the efficiency of banking processing, and provide users with more convenient and efficient services. At the same time, the bank's self-service equipment can also provide users with more convenient and flexible services through friendly user interface design and flexible operation mode. For example, when using ATM, users can not only withdraw cash, but also check their deposit balance according to their own needs. The bank's self-service equipment can meet customer needs and enhance customer satisfaction.

[0038] At present, the monitoring of the operating status of self-service equipment is mainly achieved by manual monitoring by managers through the operation and maintenance management platform. The operation and maintenance management platform is a comprehensive management system that can use Internet of Things technology, such as connecting bank self-service equipment through communication protocols and interfaces, to collect real-time operating data of self-service equipment, such as transaction volume, transaction type, fault alarm information, etc., to perform operation and maintenance management. Figure 1 This is a schematic diagram of the bank's operation and maintenance management platform. Figure 1 As shown, the operation and maintenance management platform may include self-service equipment codes, self-service equipment fault types, and the like.

[0039] Managers can access the operation and maintenance management platform through terminals such as computers and mobile phones to view the operating data of self-service equipment in real time, such as transaction volume, transaction speed, operating rate, etc., and receive alarm notifications when self-service equipment fails, including detailed information such as device name, fault type, and fault time.

[0040] In addition, the operation and maintenance management platform also has powerful data analysis capabilities, which can generate various statistical reports and charts to help managers understand the performance status, usage frequency and other information of the equipment. For example, the operation and maintenance management platform can calculate the operation rate of each manufacturer's self-service equipment, that is, the ratio of the number of self-service equipment in normal operation to all self-service equipment. By comparing the operation rates of self-service equipment of each manufacturer, managers can intuitively understand the self-service equipment manufacturers that are more reliable in daily operations.

[0041] Although the way that managers manually monitor the operating status of self-service equipment through the operation and maintenance management platform can ensure the normal operation of self-service equipment to a certain extent, it is limited by the limited human resources and the interference of human factors, and its monitoring efficiency and accuracy are insufficient. Managers need to pay attention to the real-time data of a large number of devices at all times, which not only has a heavy workload, but also easily miss the timely discovery of faults due to being busy with other events.

[0042] RPA is a technology that uses software robots or artificial intelligence assistants to simulate and execute repetitive, rule-defined, and large-scale business process operations performed by humans in a digital environment. Using RPA technology, software robots or artificial intelligence assistants can automatically perform a series of routine, time-consuming, and error-prone tasks based on pre-set rules and logic.

[0043] In view of this, the present application provides a self-service equipment operation and maintenance management method, device, equipment, storage medium and program product, which can be applied in the scenario of operation and maintenance management of bank's self-service equipment. By combining RPA technology on the operation and maintenance management platform, the present application can automatically send notifications to self-service equipment with abnormal operation status according to the fault type in a timely manner. Compared with the method of manually monitoring the operation and maintenance management platform and giving reminders, the present application can improve the management efficiency of self-service equipment.

[0044] The execution subject of the embodiment of the present application may be an operation and maintenance management platform. The technical solution of the present application and how the technical solution of the present application solves the above-mentioned technical problems are described in detail below with specific embodiments. The following specific embodiments may be combined with each other, and the same or similar concepts or processes may not be repeated in some embodiments. The embodiments of the present application will be described below in conjunction with the accompanying drawings.

[0045] Figure 2A flowchart of a self-service equipment operation and maintenance management method provided in an embodiment of the present application. Figure 2 As shown, the method includes:

[0046] S101. Monitor the operating status of at least one self-service device at a branch.

[0047] The operating status of the self-service device can be a normal status or an abnormal status.

[0048] The operation and maintenance management platform can determine the operating status of the self-service device through the operating data of each module reported by the self-service device, or can directly obtain the operating status reported by the self-service device. For the implementation method of this part, please refer to the existing technology and will not go into details here.

[0049] S102: At a first self-service device with an abnormal operating status, based on the type of target fault causing the abnormality of the first self-service device, determine a target fault notification method and a corresponding target notification address from fault handling information of a target network point.

[0050] The operation and maintenance management platform can determine the operation status of each module of the self-service device through the operation data of each module reported by the self-service device, and determine the type of target fault that causes the abnormality of the first self-service device according to the module in which the self-service device is abnormal. Alternatively, the operation and maintenance management platform can directly obtain the operation status of each module reported by the self-service device, and determine the type of target fault that causes the abnormality of the first self-service device according to the module in which the self-service device is abnormal.

[0051] Optionally, the type of the abnormal target fault of the first self-service device may be an operation management fault such as daily operation and maintenance, or may be a technical fault involving a technical problem of the first self-service device, which is not limited in the present application.

[0052] For example, the target fault type may be a fault related to daily operation, maintenance, or other operational management of the first self-service device. For example, a cash box service failure of an ATM due to a lack of cash in the cash box. Figure 3 A schematic diagram showing a cash box failure on the operation and maintenance management platform, such as Figure 3 As shown, if the state of the circulation box is that there is no money, it can be indicated that the self-service device has a money box service failure.

[0053] For example, the target fault type may also be a technical fault involving a technical problem of the first self-service device. For example, a bank self-service device may have a door fault due to a door not being tightly closed. Figure 4 The operation and maintenance management platform displays a schematic diagram of the cabinet door failure, such as Figure 4 As shown, if the cabinet door status is faulty, it can be indicated that the self-service device has a cabinet door fault.

[0054] There are many ways to notify the target fault, and you can choose any one or more of email notification, phone notification, SMS notification, message push in the operation and maintenance management application, message push in the operation and maintenance management system, etc. Optionally, you can also choose video call notification, third-party monitoring service, etc. for the target fault notification method, which is not limited in this application.

[0055] For example, the operation and maintenance management platform can use RPA technology to push messages in the form of pop-up windows in the operation and maintenance management application or the operation and maintenance management system when an abnormality is detected in the first self-service device, so that managers can promptly discover the abnormal first self-service device.

[0056] Optionally, different target fault notification methods can be selected for different target fault types. For target fault types that need to be handled promptly, such as technical faults, a timely and rapid target fault notification method can be selected, such as telephone notification; for target fault types with lower urgency to handle, such as operation management faults, a flexible notification method can be selected, such as email notification.

[0057] By setting up a variety of target fault notification methods, the operation and maintenance management platform can select different notification methods according to the types of different abnormal target faults, which provides more choices and flexibility compared to the traditional method of only manual telephone notification.

[0058] Optionally, different target fault notification methods may be selected according to the needs of different target outlets. Specifically, the target fault notification method and the corresponding target notification address may be determined from the fault handling information of the target outlet.

[0059] Exemplarily, the fault handling information of the target network point may include a target fault notification method of selecting email notification for operation management faults, and a corresponding email address.

[0060] S103: adopting a target fault notification method to output a fault notification indicating that a target fault exists in the first self-service device to a target notification address, and monitoring the fault repair progress of the first self-service device.

[0061] Optionally, the fault notification of the target fault may include the number and / or name of the first self-service device, and the type of the target fault of the first self-service device. Optionally, the notification may also include any one or more items such as the time when the target fault occurred and suggestions for handling the target fault. The number and / or name of the first self-service device is used to uniquely identify the faulty first self-service device.

[0062] For example, if the target fault notification method is a telephone notification, the operation and maintenance management platform can make an intelligent outbound call based on the target notification address, that is, the telephone number of the target outlet, so as to output a fault notification that the first self-service device has a target fault. Optionally, the operation and maintenance management platform can connect to the phone and implement the intelligent outbound call through automatic dialing, or display a list of pending outbound calls on the phone, and the administrator can dial to implement the intelligent outbound call.

[0063] After the operation and maintenance management platform uses RPA technology to monitor the occurrence of a target fault in the first self-service device and outputs a target fault notification to a target notification address for the target fault, the target fault repair progress of the first self-service device can be further monitored.

[0064] The target fault repair progress can be monitored by, for example, obtaining the target fault repair progress through the target fault notification method described above, or by the target outlet providing feedback on the target fault repair progress, or by creating a fault repair progress monitoring process. Monitoring the target fault repair progress enables the first self-service device with the target fault to be processed in a timely manner, thereby improving the efficiency of repairing the target fault and further improving the management efficiency of the self-service device.

[0065] The embodiment of the present application can utilize RPA technology, combined with the operation and maintenance management platform, to automatically send notifications in a timely manner based on the fault type for self-service devices with abnormal operating status. Compared with the method of manually monitoring the operation and maintenance management platform and giving reminders, the present application can improve the management efficiency of self-service devices. In addition, the present application can further monitor the progress of fault repair, which improves the efficiency of repairing the target fault compared to the prior art where the progress of fault repair of self-service devices cannot be understood.

[0066] After the operation and maintenance management platform uses RPA technology to monitor the occurrence of a target fault in the first self-service device and outputs a target fault notification to a target notification address for the target fault, the target fault repair progress of the first self-service device can be further monitored.

[0067] The following uses the method of monitoring the target fault repair progress by creating a fault repair progress monitoring process as an example to illustrate how to monitor the target fault repair progress.

[0068] Figure 5 A flow chart of monitoring the fault repair progress of the first self-service device provided in the embodiment of the present application is as follows: Figure 5 As shown, the above step S103 may include the following steps:

[0069] S201: Obtain a repair solution for a target fault from a repair solution library.

[0070] Optionally, the repair solution library may include fault classification and description, repair steps corresponding to different faults, safety precautions during the repair process, post-repair testing and verification steps, etc. The repair solution library may include repair solutions written by fault maintenance personnel based on past repair experience, or may include corresponding repair solutions in the manual of the first self-service device, which is not limited in this application.

[0071] Exemplarily, after monitoring the target fault of the first self-service device, the operation and maintenance management platform matches a corresponding repair solution in the repair solution library according to the classification and description of the target fault.

[0072] S202: Create and start a fault repair progress monitoring process for the first self-service device based on the repair plan for the target fault. The fault repair roles corresponding to the monitoring process include: fault handling personnel of the target outlet to which the first self-service device belongs and / or fault maintenance personnel of the manufacturer to which the self-service device belongs.

[0073] Optionally, based on the repair plan for the target fault, the operation and maintenance management platform may create and start a fault repair progress monitoring process for the first self-service device. The fault repair progress monitoring process for the first self-service device may include specific steps of the target fault repair plan and fault repair roles corresponding to the specific steps. The fault repair roles may include fault handling personnel of the target outlet to which the first self-service device belongs and / or fault maintenance personnel of the manufacturer to which the self-service device belongs.

[0074] S203: Based on the feedback information of the fault repair progress monitoring process, obtain the fault repair progress of the first self-service device.

[0075] Optionally, the feedback information on the fault repair progress monitoring process may include the state of the fault repair, such as any one of the following: repair not started, repair in progress, repair completed, etc. It may also include basic information of the fault repair role, such as the name, contact information, department, etc. of the fault repair role. It may also include the time node of the repair, such as any one or more of the start time of the repair, the estimated completion time, and the actual completion time.

[0076] In the prior art, there is no monitoring mechanism for the fault repair progress of the first self-service device with the target fault, and the only way to determine whether the repair is complete is for the manager to call to confirm the current equipment status and compare it with the equipment status of the operation and maintenance management platform. The embodiment of the present application can obtain the fault repair progress through the process by creating a process, so that the fault repair progress of the first self-service device with the target fault can be automatically further monitored, the repair status of the first self-service device can be timely understood, and the management efficiency of the self-service device with the fault can be improved. In addition, by constructing a fault repair progress monitoring process based on the repair solution library, it is also possible to guide the relevant personnel in the way of handling the fault, and shorten the response and handling time of the relevant personnel regarding the fault.

[0077] In the embodiment of the present application, a target time can be preset for the fault repair time of the first self-service device. When the target time is reached, if the fault of the first self-service device has not been repaired, the first self-service device is added to the list of abnormal self-service devices. The target time is related to the business hours of the target outlet. For example, the target time can be the business end time of the target outlet.

[0078] Taking the business closing time as 17:30 every day as an example, at 17:30 every day, the first self-service device whose fault has not been repaired is added to the abnormal self-service device list. Furthermore, if the target outlet has a business hour on holidays that is different from that on weekdays, the operation and maintenance management platform can obtain the target outlet's business hour arrangement on holidays and add the first self-service device whose fault has not been repaired during non-business hours to the abnormal self-service device list.

[0079] It should be noted that if there is a first self-service device that operates 24 hours a day, such as an ATM machine, the target time of the first self-service device can be adjusted according to user needs. For example, the user can set the target time of the first self-service device to 22:00 every day. Similarly, at 22:00 every day, the first self-service device whose fault has not been repaired is added to the abnormal self-service device list. Figure 6 This is a schematic diagram of the interface for changing the target time on the operation and maintenance management platform.

[0080] Optionally, the operation and maintenance management platform can further remind the first self-service device in the abnormal self-service device list. For example, any of the above-mentioned target fault notification methods can be adopted to cyclically remind the target outlet where the first self-service device in the abnormal self-service device list is located, and the level of the target fault notification can also be improved. For example, not only the target notification address of the manager of the target outlet is obtained from the fault handling information of the target outlet for notification, but also the target notification address of the person in charge of the target outlet can be obtained from the fault handling information of the target outlet for notification, so as to urge the target outlet to repair the first self-service device in the abnormal self-service device list as soon as possible.

[0081] The operation and maintenance management platform can also determine the abnormal self-service equipment indicators of the target outlets based on the list of abnormal working equipment.

[0082] Optionally, the abnormal self-service equipment index of the target outlet may be the ratio of the self-service equipment with unrepaired faults in the target outlet to all the self-service equipment in the target outlet. Through the abnormal self-service equipment index of the target outlet, the operation status of all the self-service equipment in the target outlet may be intuitively understood.

[0083] When the abnormal self-service device indicator exceeds the threshold corresponding to the indicator, an alarm notification is sent to the target device of the target outlet.

[0084] When the abnormal self-service equipment indicator exceeds the threshold value corresponding to the indicator, it can be said that the operation of the self-service equipment of the target outlet cannot meet the needs of users. At this time, the operation and maintenance management platform can adopt any of the above-mentioned target fault notification methods to send an alarm notification to the target equipment of the target outlet. The target device mentioned here can be the equipment of the personnel who are responsible for the monitoring and / or maintenance of self-service equipment at the target outlet, which can be set according to actual needs. Optionally, different target devices can be set based on the different intervals where the indicator is located after exceeding the corresponding threshold. That is, based on different situations, report to different personnel.

[0085] The embodiment of the present application can monitor the progress of the first self-service device fault repair at the target time, promptly include the unrepaired first self-service device in the list of abnormal self-service devices, and can send an alarm notification to the target network point in time based on the abnormal self-service device index of the target network point, effectively improving the efficiency of responding to the fault of the first self-service device. In addition, through this multi-dimensional monitoring and prompting method, the situation of the self-service device can be monitored more comprehensively.

[0086] The monitoring parameters and monitoring indicators used by the above-mentioned operation and maintenance management platform to monitor the self-service equipment of each outlet can be set or configured by the operation and maintenance management platform based on previous operation and maintenance management experience. In this implementation method, the monitoring parameters and monitoring indicators between each outlet can be different or different. In addition, the operation and maintenance management platform can also be configured based on the monitoring needs of each outlet. In this way, different monitoring methods can be used for different outlets, so that each outlet can be monitored in a personalized manner, which improves the flexibility of monitoring.

[0087] For example, the operation and maintenance management platform can interact with the target device of the outlet to obtain the monitoring configuration information of the outlet, and the monitoring configuration information includes at least one of the following: the outlet's business hours, monitoring strategy, notification strategy, abnormal self-service device list update strategy. The monitoring strategy includes monitoring period and / or monitoring frequency.

[0088] The business hours of the outlets may be from 9:00 to 17:30 every day. The notification policy may be the notification methods corresponding to various faults of the outlets. The abnormal self-service device list update policy may be, for example, to monitor the self-service devices in the abnormal self-service device list at the end of business every day, i.e., 17:30, and remove the repaired abnormal self-service devices from the abnormal self-service device list, thereby updating the abnormal self-service device list.

[0089] The monitoring strategy includes monitoring period and / or monitoring frequency. For example, the monitoring period may be that the operation and maintenance management platform monitors the self-service equipment at 11:00 and 16:00 every day and reminds the self-service equipment that fails; for self-service equipment that operates 24 hours a day, such as ATM machines, the operation and maintenance management platform may monitor the self-service equipment at a monitoring frequency of 10 minutes at 22:00 every day. That is, the above-mentioned cycle is executed Figure 2 Frequency of method flow shown.

[0090] Based on the monitoring configuration information, the operation and maintenance management platform can use RPA technology to monitor and configure the self-service equipment at the outlets. Figure 7 The following is a schematic diagram of using RPA technology to monitor and configure self-service devices at outlets. Figure 7 As shown, taking bank self-service equipment as an example, the operation and maintenance management platform can perform monitoring configuration based on the information of the self-service equipment, such as the equipment number, the branch where it is located, the placement location, etc. For example, batch modify any one or more of the self-service equipment's power-on time, power-off time, operating date, etc.

[0091] The embodiment of the present application realizes accurate monitoring configuration based on branch business hours, monitoring strategies, notification strategies and abnormal self-service device list update strategies through the interaction between the operation and maintenance management platform and the branch target devices. Compared with the method of manual monitoring only in the prior art, it effectively improves the efficiency and accuracy of self-service device monitoring.

[0092] The above embodiment illustrates that the operation and maintenance management platform can automatically send notifications in a timely manner according to the fault type for self-service devices with abnormal operation status. The operation and maintenance statistics of the operation and maintenance management platform are described below:

[0093] The operation and maintenance management platform can also count the target operation indicators of the self-service equipment of at least one outlet based on statistical parameters. The statistical parameters include: statistical period, statistical dimension, and operation indicator.

[0094] The statistical parameters include: statistical period, statistical dimension, and operation index. The statistical period can be any one or more of daily, monthly, and annual; the statistical dimension can be any one or more of the outlet dimension and the self-service equipment dimension; and the operation index can be the operation rate as described above.

[0095] Based on the operation index, the operation and maintenance management platform can send an operation index notification to the address corresponding to the manager. The address corresponding to the manager can be any one or more of the email address, phone number, etc. as described above. The operation and maintenance management platform can send the operation index notification in a manner similar to the fault notification method described above.

[0096] For example, based on the operation indicators, from the dimension of self-service devices, the operation and maintenance management platform can screen out the second self-service devices to be repaired, and send a maintenance notification for the second self-service devices to the manufacturer's devices to which the second self-service devices belong.

[0097] Exemplarily, the operation and maintenance management platform can filter the second self-service device to be repaired by the type of self-service device, and if the operating index of the second self-service device exceeds a preset threshold, a maintenance notification for the second self-service device is sent to the manufacturer device to which the second self-service device belongs.

[0098] The operation and maintenance management platform can also interact with the target device of the outlet to obtain the statistical parameter configuration information of the outlet. Based on the statistical parameter configuration information, the statistical parameter configuration of the outlet is performed. Exemplarily, the statistical parameter configuration information of the outlet can be notifying the administrator of the outlet of the operation rate of the self-service device yesterday every day, and notifying the administrator of the outlet of the operation rate of the self-service device last month on the 1st of each month. The operation and maintenance management platform configures the statistical parameters of the outlet based on the statistical parameter configuration information.

[0099] In the embodiment of the present application, the operation and maintenance management platform is based on statistical parameters, can analyze the operating status of the self-service equipment of at least one branch from multiple dimensions, and send notifications to the corresponding addresses of managers in a timely manner. Compared with the prior art in which statistical parameters can only be displayed on the operation and maintenance management platform but no notifications are sent to the corresponding addresses of managers in a timely manner, the managers of the branches have effectively improved their understanding of the operating status of the self-service equipment of the branch, thereby improving the management efficiency of the self-service equipment.

[0100] In order to more intuitively demonstrate the entire process of the self-service equipment operation and maintenance management method provided in the embodiment of the present application, Figure 8 A flowchart of a self-service equipment operation and maintenance management method based on RPA technology provided in an embodiment of the present application. Figure 8 As shown, the process includes:

[0101] 1. Start RPA on the operation and maintenance management platform.

[0102] 2. The operation and maintenance management platform obtains the operation rate.

[0103] 3. The operation and maintenance management platform determines whether the current day is the 1st of the month. If so, execute step 4; if not, execute step 5.

[0104] 4. The operation and maintenance management platform notifies you of the operating rate of the previous month.

[0105] 5. The operation and maintenance management platform notifies you of yesterday’s operating rate.

[0106] 6. The operation and maintenance management platform monitors the operation of self-service equipment.

[0107] 7. Check whether the operation and maintenance management platform finds abnormal equipment. If so, go to step 8; if not, go to step 9.

[0108] 8. The operation and maintenance management platform notifies and reminds abnormal equipment.

[0109] 9. Determine whether it is within the set time. If so, execute step 6; if not, execute step 10.

[0110] 10. End RPA.

[0111] The above is an embodiment of the method provided by the present application. The following is a description of the device provided by the present application.

[0112] Fig. 9 This is a schematic diagram of the structure of a self-service equipment operation and maintenance management device provided in an embodiment of the present application. Fig. 9 As shown, the self-service equipment operation and maintenance management device 300 may include, for example: a monitoring module 301 , a determination module 302 , a processing module 303 , and an interaction module 304 .

[0113] The monitoring module 301 is used to monitor the operating status of the self-service equipment of at least one outlet.

[0114] The determination module 302 is used to determine the target fault notification method and the corresponding target notification address from the fault handling information of the target network point based on the type of target fault causing the abnormal operation of the first self-service device when there is a first self-service device with an abnormal operation status.

[0115] The processing module 303 is used to adopt a target fault notification method to output a fault notification of the first self-service device having a target fault to the target notification address through the interaction module 304, and monitor the fault repair progress of the first self-service device.

[0116] Optionally, the target fault notification method includes at least one of the following: email notification, phone notification, SMS notification, message push within the operation and maintenance management application, and message push within the operation and maintenance management system.

[0117] Optionally, the processing module 303 is specifically used to obtain a repair solution for the target fault from a repair solution library. Based on the repair solution for the target fault, a fault repair progress monitoring process for the first self-service device is created and started. The fault repair roles corresponding to the monitoring process include: a fault handling personnel of the target outlet to which the first self-service device belongs and / or a fault maintenance personnel of the manufacturer to which the self-service device belongs. Based on the feedback information on the fault repair progress monitoring process, the fault repair progress of the first self-service device is obtained.

[0118] Optionally, the processing module 303 is further used to add the first self-service device to the list of abnormal self-service devices when the target time is reached and the fault of the first self-service device has not been repaired. The target time is related to the business hours of the target outlet. Based on the list of abnormal working devices, the abnormal self-service device index of the target outlet is determined. When the abnormal self-service device index exceeds the threshold corresponding to the index, an alarm notification is sent to the target device of the target outlet through the interaction module 304.

[0119] Optionally, the interaction module 304 can also be used to interact with the target device of the network point to obtain the monitoring configuration information of the network point, and the monitoring configuration information includes at least one of the following: the business hours of the network point, the monitoring strategy, the notification strategy, and the abnormal self-service device list update strategy. The monitoring strategy includes the monitoring period and / or the monitoring frequency. The processing module 303 is also used to monitor the self-service device of the network point according to the monitoring configuration information.

[0120] Optionally, the processing module 303 can also be used to count the target operating indicators of the self-service equipment of at least one outlet based on statistical parameters. The statistical parameters include: statistical period, statistical dimension, and operating indicator. Based on the operating indicator, an operating indicator notification is sent to the address corresponding to the administrator through the interaction module 304.

[0121] Optionally, the processing module 303 may also be used to screen out second self-service devices to be repaired based on the operation index, and send a maintenance notification for the second self-service devices to the manufacturer devices to which the second self-service devices belong through the interaction module 304 .

[0122] Optionally, the interaction module 304 may also be used to interact with a target device of a network point to obtain the statistical parameter configuration information of the network point. The processing module 303 may also be used to configure the statistical parameters of the network point based on the statistical parameter configuration information.

[0123] The self-service equipment operation and maintenance management device 300 provided in the embodiment of the present application can be used to implement the actions performed by the operation and maintenance management platform in any of the aforementioned method embodiments. Its implementation principles and technical effects are similar and will not be repeated here.

[0124] Fig.10 This is a schematic diagram of the structure of an electronic device provided in an embodiment of the present application. Fig.10 As shown, the electronic device 400 may include: a memory 401 and a processor 402. Optionally, the electronic device may further include a transceiver 404, wherein the memory 401 and the processor 402 communicate; illustratively, the memory 401, the processor 402 and the transceiver 404 may communicate via a communication bus 404, the memory 401 is used to store a computer program, and the processor 402 executes the computer program to implement the method of the above embodiment.

[0125] Optionally, the processor may be a central processing unit (CPU), or other general-purpose processors, digital signal processors (DSP), application-specific integrated circuits (ASIC), etc. A general-purpose processor may be a microprocessor or the processor may be any conventional processor, etc. The steps in the method embodiments disclosed in the present application may be directly implemented as being executed by a hardware processor, or may be implemented by a combination of hardware and software modules in the processor.

[0126] An embodiment of the present application further provides a computer-readable storage medium, in which computer-executable instructions are stored. When the computer-executable instructions are executed by a processor, a method in any of the above method embodiments is implemented.

[0127] An embodiment of the present application also provides a computer program product, including a computer program, which implements the method in any of the above method embodiments when the computer program is executed by a processor.

[0128] All or part of the steps of the above-mentioned method embodiments can be completed by hardware related to program instructions. The above-mentioned program can be stored in a readable memory. When the program is executed, the steps of the above-mentioned method embodiments are executed; and the above-mentioned memory (storage medium) includes: read-only memory (ROM), RAM, flash memory, hard disk, solid state drive, magnetic tape, floppy disk, optical disc and any combination thereof.

[0129] The embodiments of the present application are described with reference to the flowcharts and / or block diagrams of the methods, devices (systems), and computer program products according to the embodiments of the present application. It should be understood that each process and / or box in the flowchart and / or block diagram, as well as the combination of the processes and / or boxes in the flowchart and / or block diagram, can be implemented by computer program instructions. These computer program instructions can be provided to a processing unit of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing device to generate a machine, so that the instructions executed by the processing unit 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.

[0130] 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.

[0131] 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. Figure 1 A process or multiple processes and / or boxes Figure 1 A step that specifies a function in one or more boxes.

[0132] Obviously, those skilled in the art can make various changes and modifications to the embodiments of the present application without departing from the spirit and scope of the present application. Thus, if these modifications and variations of the embodiments of the present application fall within the scope of the claims of the present application and their equivalents, the present application is also intended to include these modifications and variations.

[0133] In the present application, the term "include" and its variations may refer to non-restrictive inclusion; the term "or" and its variations may refer to "and / or". The terms "first", "second", etc. in the present application are used to distinguish similar objects, and are not necessarily used to describe a specific order or sequence. In the present application, "plurality" refers to two or more. "And / or" describes the association relationship of associated objects, indicating that three relationships may exist. For example, A and / or B may mean: A exists alone, A and B exist at the same time, and B exists alone. The character " / " generally indicates that the previously associated objects are in an "or" relationship.

Claims

1. A self-service equipment operation and maintenance management method, characterized in that: The method comprises: Monitor the operating status of at least one self-service device at a branch; At a first self-service device having an abnormal operation state, based on the type of target fault causing the abnormality of the first self-service device, determining a target fault notification method and a corresponding target notification address from the fault handling information of the target network point; A target fault notification method is adopted to output a fault notification indicating that the first self-service device has a target fault to the target notification address, and the fault repair progress of the first self-service device is monitored.

2. The method according to claim 1, characterized in that The target fault notification method includes at least one of the following: Email notification, phone notification, SMS notification, message push within the operation and maintenance management application, and message push within the operation and maintenance management system.

3. The method according to claim 1, characterized in that The monitoring of the fault repair progress of the first self-service device includes: Obtaining a repair solution for the target fault from a repair solution library; Based on the repair plan of the target fault, create and start a fault repair progress monitoring process for the first self-service device; the fault repair roles corresponding to the monitoring process include: a fault handling personnel of the target network point to which the first self-service device belongs and / or a fault maintenance personnel of the manufacturer to which the self-service device belongs; Based on the feedback information of the fault repair progress monitoring process, the fault repair progress of the first self-service device is obtained.

4. The method according to claim 1, characterized in that The method further comprises: When the target time is reached, if the fault of the first self-service device has not been repaired, the first self-service device is added to the list of abnormal self-service devices; the target time is related to the business hours of the target outlet; Based on the abnormal working equipment list, determining the abnormal self-service equipment index of the target network point; When the abnormal self-service device indicator exceeds a threshold value corresponding to the indicator, an alarm notification is sent to the target device of the target network point.

5. The method according to claim 4, characterized in that The method further comprises: Interacting with a target device of the network point to obtain monitoring configuration information of the network point, wherein the monitoring configuration information includes at least one of the following: business hours, monitoring strategy, notification strategy, and abnormal self-service device list update strategy of the network point; the monitoring strategy includes monitoring period and / or monitoring frequency; The self-service equipment of the network point is monitored and configured according to the monitoring configuration information.

6. The method according to claim 1, characterized in that The method further comprises: Based on statistical parameters, counting target operating indicators of the self-service equipment of the at least one outlet; the statistical parameters include: statistical period, statistical dimension, and operating indicator; Based on the operating indicator, an operating indicator notification is sent to an address corresponding to the manager.

7. The method according to claim 6, characterized in that The method further comprises: Based on the operation indicator, selecting a second self-service device to be repaired; A maintenance notification for the second self-service device is sent to the manufacturer device to which the second self-service device belongs.

8. The method according to claim 6, characterized in that The method further comprises: Interacting with a target device of the network point to obtain statistical parameter configuration information of the network point; Based on the statistical parameter configuration information, statistical parameters are configured for the network point.

9. A self-service equipment operation and maintenance management device, characterized in that: The device comprises: A monitoring module, used to monitor the operating status of the self-service equipment of at least one outlet; a determination module, configured to determine, when there is a first self-service device with an abnormal operating state, a target fault notification method and a corresponding target notification address from the fault handling information of the target network point based on the type of target fault causing the abnormality of the first self-service device; The processing module is used to adopt a target fault notification method to output a fault notification that the first self-service device has a target fault to the target notification address through the interaction module, and monitor the fault repair progress of the first self-service device.

10. An electronic device, characterized in that: include: A processor, and a memory communicatively connected to the processor; The memory stores computer-executable instructions; The processor executes the computer-executable instructions stored in the memory to implement the method according to any one of claims 1 to 8.

11. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores computer-executable instructions, which are used to implement the method according to any one of claims 1 to 8 when executed by a processor.

12. A computer program product, characterized in that The invention comprises a computer program, which implements the method according to any one of claims 1 to 8 when being executed by a processor.

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