User broadband fault reporting processing method and device and medium

Abstract

The invention provides a user broadband fault reporting processing method and device and a medium, and relates to the technical field of networks, and the method comprises the steps: accepting the fault reporting information of a broadband user about a current broadband fault, obtaining the first scene information of the current broadband fault according to the fault reporting information, and generating a first scene fault work order according to the first scene information; and obtaining a first processing suggestion of the current broadband fault according to the first scenario fault work order, feeding back the first processing suggestion to the broadband user, so that the broadband user processes the current broadband fault according to the first processing suggestion and feeds back a first processing result, obtaining second scenario information of the current broadband fault according to the first processing result, and sending the second scenario information to the broadband user. Generating a second scenarized fault work order according to the second scenarized information; and sending the second scenarized fault work order to a broadband fault maintenance engineer terminal, so that a broadband fault maintenance engineer maintains the current broadband fault for the broadband user on site. According to the invention, accurate scenarized information is provided for solving user broadband faults.

Description

Technical Field

[0001] The present disclosure at least relates to the field of network technology, and in particular to a method for processing user broadband fault reporting, a device for processing user broadband fault reporting, and a computer-readable storage medium. Background Art

[0002] In the existing technology, when users report broadband faults, they usually first use AI (Artificial Intelligence) intelligent customer service to answer the call. AI intelligent customer service recognizes the problem reported by the user through voice, and then sends a work order to the broadband fault maintenance engineer as needed to provide door-to-door maintenance services. The problem is that the broadband fault maintenance engineer does not receive more accurate fault information in advance, and the broadband fault maintenance engineer is not sufficiently empowered, resulting in the broadband fault problem may not be handled smoothly and in a timely manner. Summary of the invention

[0003] The technical problem to be solved by the present disclosure is to provide a method for processing user broadband fault reporting, a device for processing user broadband fault reporting and a computer-readable storage medium in order to solve the problem of how to obtain accurate scenario information for user broadband fault reporting.

[0004] In a first aspect, the present disclosure provides a method for processing a user broadband fault report.

[0005] The law includes:

[0006] Accepting fault reporting information from broadband users about current broadband faults, obtaining first scenario-based information about the current broadband faults according to the fault reporting information, and generating a first scenario-based fault work order according to the first scenario-based information;

[0007] Obtain a first processing suggestion for the current broadband fault according to the first scenario-based fault work order, feed back the first processing suggestion to the broadband user, so that the broadband user processes the current broadband fault according to the first processing suggestion and feeds back the first processing result, obtain second scenario-based information of the current broadband fault according to the first processing result, and generate a second scenario-based fault work order according to the second scenario-based information;

[0008] The second scenario-based fault work order is sent to the broadband fault maintenance engineer terminal, so that the broadband fault maintenance engineer can repair the current broadband fault for the broadband user on site.

[0009] Further, accepting the fault report information of the broadband user about the current broadband fault, obtaining the first scenario-based information of the current broadband fault according to the fault report information, and generating the first scenario-based fault work order according to the first scenario-based information, specifically includes:

[0010] Accept broadband users' reports of current broadband faults through voice or text;

[0011] Performing a first online diagnosis on the user's broadband according to the fault reporting information to diagnose the fee information of the user's broadband account and the first network indicator on the operator side. If the current broadband fault cannot be eliminated according to the fee information and the first network indicator, obtaining the broadband device information of the broadband user;

[0012] Compare the fault information and broadband device information with the historical broadband fault information in the broadband fault handling knowledge base to obtain the first scenario information of the current broadband fault, which is one of the following five: broadband cannot access the Internet, Internet freeze / disconnection / delay / weak signal / unstable / webpage cannot be opened, slow Internet speed, weak home WIFI signal / unable to use WIFI, network speed does not match the optical modem router;

[0013] According to the fault reporting information, broadband device information and the first scenario information, a first scenario fault work order is obtained in combination.

[0014] Further, the user's broadband is diagnosed online for the first time according to the fault reporting information to diagnose the fee information of the user's broadband account and the first network indicator on the operator side. If the current broadband fault cannot be ruled out according to the fee information and the first network indicator, the broadband device information of the broadband user is obtained, specifically including:

[0015] Obtain the user's broadband account number based on the fault reporting information, automatically check whether the user's broadband account has any outstanding fees, and if so, inform the user to pay the fees;

[0016] If there is no outstanding payment, the user's broadband geographical location is obtained based on the fault reporting information, and the first network indicator on the operator's side of the user's broadband geographical location is checked. If the first network indicator is abnormal, the network fault maintenance engineer is notified to repair the network;

[0017] If the first network indicator is normal, at least one of basic device information, device connection information, device configuration information and device signal distribution information of the user's broadband is obtained from the broadband user by voice or text.

[0018] Further, obtaining a first processing suggestion for the current broadband fault according to the first scenario-based fault work order, feeding back the first processing suggestion to the broadband user, so that the broadband user processes the current broadband fault according to the first processing suggestion and feeds back the first processing result, obtaining second scenario-based information of the current broadband fault according to the first processing result, and generating a second scenario-based fault work order according to the second scenario-based information, specifically including:

[0019] Compare the historical broadband fault information in the broadband fault processing knowledge base according to the first scenario-based fault work order to obtain the second scenario-based information classification subdivided under the first scenario-based information and the first processing suggestion for each type of the second scenario-based information;

[0020] Performing a second online diagnosis on the user's broadband according to the first processing suggestion, including guiding the broadband user to debug the user's broadband according to the first processing suggestion by voice or text, and using a remote tool to test a second network indicator on the user's broadband side during the debugging process. If the second network indicator is normal after debugging, informing the user that the current broadband fault has been resolved;

[0021] If the second network indicator is abnormal after debugging, determine the second scenario information corresponding to the abnormal second network indicator, and compare the historical broadband fault information in the broadband fault processing knowledge base according to the corresponding second scenario information to obtain a second processing suggestion corresponding to the historical maintenance experience;

[0022] According to the fault reporting information, the second scenario information and the second processing suggestion, a second scenario fault work order is obtained in combination.

[0023] Furthermore, after sending the second scenario-based fault work order to the broadband fault maintenance engineer terminal so that the broadband fault maintenance engineer repairs the current broadband fault for the broadband user, the method further includes:

[0024] Receive consultation questions from broadband fault maintenance engineers' terminals, and provide remote guidance to broadband fault maintenance engineers by combining the artificial middle platform and broadband fault handling knowledge base.

[0025] In a second aspect, the present disclosure provides a user broadband fault reporting processing device, the device comprising:

[0026] A first scenario-based unit is used to accept a fault report from a broadband user about a current broadband fault, obtain first scenario-based information about the current broadband fault according to the fault report, and generate a first scenario-based fault work order according to the first scenario-based information;

[0027] The second scenario-based unit is connected to the first scenario-based unit and is used to obtain a first processing suggestion for the current broadband fault according to the first scenario-based fault work order, feed back the first processing suggestion to the broadband user, so that the broadband user processes the current broadband fault according to the first processing suggestion and feeds back the first processing result, obtains second scenario-based information of the current broadband fault according to the first processing result, and generates a second scenario-based fault work order according to the second scenario-based information;

[0028] The dispatching unit is connected to the second scenario unit and is used to send the second scenario fault work order to the broadband fault maintenance engineer terminal, so that the broadband fault maintenance engineer can repair the current broadband fault for the broadband user at home.

[0029] Furthermore, the first scenario unit specifically includes:

[0030] The acceptance module is used to accept the fault reporting information of the current broadband fault reflected by the broadband users through voice or text;

[0031] A diagnosis module, connected to the acceptance module, for performing a first online diagnosis on the user's broadband according to the fault reporting information, so as to diagnose the fee information of the user's broadband account and the first network indicator of the operator side, and if the current broadband fault cannot be eliminated according to the fee information and the first network indicator, obtaining the broadband device information of the broadband user;

[0032] The knowledge base module is connected to the diagnosis module and is used to compare the fault information and broadband device information with the historical broadband fault information in the broadband fault handling knowledge base to obtain the first scenario information of the current broadband fault, which is one of the following five: broadband cannot access the Internet, Internet freeze / disconnection / delay / weak signal / unstable / webpage cannot be opened, slow Internet speed, weak home WIFI signal / unable to use WIFI, and network speed does not match the optical modem router;

[0033] The work order module is connected to the knowledge base module and is used to obtain a first scenario-based fault work order based on the fault reporting information, broadband device information and the first scenario-based information.

[0034] Furthermore, the diagnosis module specifically includes:

[0035] The arrears diagnosis submodule is used to obtain the user's broadband account according to the fault information, automatically check whether the user's broadband account has arrears, and if so, inform the user to pay the fee;

[0036] The network diagnosis submodule is connected to the arrears diagnosis submodule and is used to obtain the user's broadband geographical location according to the fault reporting information if there is no arrears, and to check the first network indicator of the operator side of the user's broadband geographical location. If the first network indicator is abnormal, the network fault maintenance engineer is notified to repair the network;

[0037] The device diagnosis submodule is connected to the network diagnosis submodule and is used to obtain at least one of the basic device information, device connection information, device configuration information and device signal distribution information of the user's broadband from the broadband user by voice or text if the first network indicator is normal.

[0038] Furthermore, the second scenario unit specifically includes:

[0039] A knowledge base module, used for comparing historical broadband fault information in a broadband fault processing knowledge base according to the first scenario-based fault work order, so as to obtain a classification of second scenario-based information subdivided under the first scenario-based information and a first processing suggestion for each type of second scenario-based information;

[0040] The diagnosis module is connected to the knowledge base module and is used to perform a second online diagnosis on the user broadband according to the first processing suggestion, including guiding the broadband user to debug the user broadband according to the first processing suggestion by voice or text, and using a remote tool to test the second network indicator on the user broadband side during the debugging process. If the second network indicator is normal after debugging, the user is informed that the current broadband fault has been resolved;

[0041] The knowledge base module is further used to determine, if the second network indicator is abnormal after debugging, second scenario information corresponding to the abnormal second network indicator, and compare the historical broadband fault information in the broadband fault processing knowledge base according to the corresponding second scenario information to obtain a second processing suggestion corresponding to the historical maintenance experience;

[0042] The work order module is connected to the knowledge base module, and is used to obtain the second scenario-based fault work order based on the fault reporting information, the second scenario-based information and the second processing suggestion.

[0043] In a third aspect, the present disclosure provides a computer-readable storage medium, in which a computer program is stored. When the computer program is executed by a processor, the user broadband fault reporting processing method or the user broadband fault reporting processing device as described above is implemented.

[0044] The present disclosure provides a method for processing user broadband fault reports, a device for processing user broadband fault reports, and a computer-readable storage medium. According to the user broadband fault report information, two scenario-based segmentations are performed, and accurate second scenario-based information of the user broadband fault is obtained according to the two scenario-based segmentations. The second scenario-based information is added to a broadband fault repair work order, forming a second scenario-based fault work order and sending it to a broadband fault repair engineer terminal, thereby empowering the broadband fault repair engineer and improving the efficiency of handling broadband fault problems. BRIEF DESCRIPTION OF THE DRAWINGS

[0045] Figure 1 is a flow chart of a method for processing a user broadband fault report according to an embodiment of the present disclosure;

[0046] Figure 2 It is a structural schematic diagram of a user broadband fault reporting processing device according to an embodiment of the present disclosure;

[0047] Figure 3 It is a structural schematic diagram of another user broadband fault reporting processing device according to an embodiment of the present disclosure;

[0048] Figure 4 It is a flowchart of a method for processing a user broadband fault report according to an embodiment of the present disclosure;

[0049] Figure 5 It is a flowchart of another method for processing a user broadband fault report according to an embodiment of the present disclosure;

[0050] Figure 6 This is an example diagram of a second scenario-based fault work order according to an embodiment of the present disclosure;

[0051] Figure 7 It is a flowchart of another method for processing user broadband fault reporting according to an embodiment of the present disclosure. DETAILED DESCRIPTION

[0052] In order to enable those skilled in the art to better understand the technical solution of the present disclosure, the embodiments of the present disclosure will be further described in detail below with reference to the accompanying drawings.

[0053] It should be understood that the specific embodiments and drawings described herein are only used to explain the present disclosure rather than to limit the present disclosure.

[0054] It can be understood that, in the absence of conflict, the various embodiments of the present disclosure and the various features in the embodiments can be combined with each other.

[0055] It can be understood that, for the convenience of description, the drawings of the present disclosure only show parts related to the present disclosure, while parts irrelevant to the present disclosure are not shown in the drawings.

[0056] It can be understood that each unit and module involved in the embodiments of the present disclosure may correspond to only one physical structure, or may be composed of multiple physical structures, or multiple units and modules may be integrated into one physical structure.

[0057] It will be understood that, in the absence of conflict, the functions and steps marked in the flowcharts and block diagrams of the present disclosure may occur in an order different from that marked in the drawings.

[0058] It is understood that the flowcharts and block diagrams of the present disclosure illustrate the possible architectures, functions, and operations of the systems, devices, equipment, and methods according to the various embodiments of the present disclosure. Each box in the flowchart or block diagram may represent a unit, module, program segment, or code, which contains executable instructions for implementing the specified functions. Moreover, each box or combination of boxes in the block diagram and flowchart may be implemented by a hardware-based system that implements the specified functions, or may be implemented by a combination of hardware and computer instructions.

[0059] It can be understood that the units and modules involved in the embodiments of the present disclosure can be implemented by software or hardware, for example, the units and modules can be located in a processor.

[0060] Embodiment 1:

[0061] like Figure 1 As shown, the present disclosure provides a method for processing a user broadband fault report, the method comprising:

[0062] S1. Accepting a fault report from a broadband user about a current broadband fault, obtaining first scenario-based information about the current broadband fault according to the fault report, and generating a first scenario-based fault work order according to the first scenario-based information;

[0063] S2. Obtain a first processing suggestion for the current broadband fault according to the first scenario-based fault work order, and feed back the first processing suggestion to the broadband user, so that the broadband user processes the current broadband fault according to the first processing suggestion and feeds back the first processing result, obtain second scenario-based information of the current broadband fault according to the first processing result, and generate a second scenario-based fault work order according to the second scenario-based information;

[0064] S3. Send the second scenario-based fault work order to the broadband fault maintenance engineer terminal, so that the broadband fault maintenance engineer can repair the current broadband fault for the broadband user on site.

[0065] In this embodiment, according to the user broadband fault information, two scenario-based segmentations are performed, and accurate second scenario-based information of the user broadband fault is obtained according to the two scenario-based segmentations. The second scenario-based information is added to the broadband fault repair work order, forming a second scenario-based fault work order and sending it to the broadband fault repair engineer terminal, thereby empowering the broadband fault repair engineer and improving the efficiency of handling broadband fault problems. Figure 1 The device corresponding to the method, such as Figure 2 As shown, the device includes a first scenario unit 1 for executing step S1, a second scenario unit 2 for executing step S2, and an order dispatching unit 3 for executing step S3.

[0066] Specifically, this embodiment provides a user broadband fault intelligent fault reporting system and a fault reporting processing method thereof, such as Figure 3 and 4As shown, the system and method are implemented in combination with a certain operator's Zhijia APP (mobile application, Application) system. Its purpose includes searching the database for solutions according to the problems reported by users, returning the query results to users, broadband experts communicating with users, using one-click diagnosis and other tools to conduct scenario-based analysis of the fault phenomena reported by users, dispatching orders for scenarios where Zhijia engineers must visit the site, and using the established knowledge base to enable Zhijia engineers and installation and maintenance personnel to solve problems on site according to the fault scenarios, so as to avoid problems that cannot be solved on site by front-line Zhijia engineers during broadband installation, relocation and repair, so as to better provide broadband customer service, solve problems for users in a timely manner, improve fault handling efficiency, and improve customer satisfaction. The system realizes user fault scenarioization and instant empowerment of fault processing, and can also be called a user broadband fault scenarioization and instant empowerment system, which may include: acceptance module, broadband expert (broadband expert) diagnosis module, broadband expert knowledge base module, scenario module, voice module, work order module, smart home APP module and smart home knowledge base module, etc. The specific module division method is not restricted. As long as the user broadband fault reporting processing method described in this disclosure can be implemented, it should be deemed to be within the scope of protection required by this disclosure.

[0067] More specifically, if Figure 5 As shown in the figure, the acceptance module is used to accept broadband faults reported by users and input the faults into the broadband diagnosis module for processing; the diagnosis module uses the broadband knowledge base module to guide the solution of the received faults. If the faults can be solved online, the faults that can be solved online will be sent to the voice module for online voice guidance to users to solve the corresponding faults; the diagnosis module can include customer service diagnosis and broadband expert diagnosis. The customer service handles simple user network problems (such as arrears, group faults, etc.), and the problems that cannot be solved by the customer service are handled by broadband experts, who can guide users to solve some problems that can be solved online. The broadband knowledge base is a help document provided for broadband experts, and is also a knowledge base corresponding to scenario matching. These knowledge bases can provide solution guidance for complex problems; if the faults cannot be solved online, the faults that cannot be solved online will be sent to the scenario module for scenario-based judgment and processing of the faults; scenario-based dispatching is the decomposition of the phenomenon content of the user's fault report through system information. For example, if the user reports a fault and cannot access the Internet, it can be divided into the optical modem red light on and cannot access the Internet, the optical modem green light and cannot access the Internet, etc., and the processed fault scenario data is sent to the work order module to generate the corresponding processing work order. The work order screenshot is shown in Figure 6 As shown, the fault work order includes user information, fault report content, network information, etc., and adds fault scenarios and other content to the original content; finally, the Zhijia APP will dispatch the work order and the maintenance plan corresponding to the work order obtained from the Zhijia knowledge base to the maintenance engineer for processing. The maintenance plan tells Zhijia how to deal with the content, and clicking on the details will display the solution to solve this scenario.

[0068] In one implementation, S1, accepting a fault report from a broadband user about a current broadband fault, obtaining first scenario-based information about the current broadband fault according to the fault report, and generating a first scenario-based fault work order according to the first scenario-based information, specifically includes:

[0069] Accept broadband users' reports of current broadband faults through voice or text;

[0070] Performing a first online diagnosis on the user's broadband according to the fault reporting information to diagnose the fee information of the user's broadband account and the first network indicator on the operator side. If the current broadband fault cannot be eliminated according to the fee information and the first network indicator, obtaining the broadband device information of the broadband user;

[0071] Compare the fault information and broadband device information with the historical broadband fault information in the broadband fault handling knowledge base to obtain the first scenario information of the current broadband fault, which is one of the following five: broadband cannot access the Internet, Internet freeze / disconnection / delay / weak signal / unstable / webpage cannot be opened, slow Internet speed, weak home WIFI signal / unable to use WIFI, network speed does not match the optical modem router;

[0072] According to the fault reporting information, broadband device information and the first scenario information, a first scenario fault work order is obtained in combination.

[0073] In this embodiment, the knowledge base is used to perform the first scenario identification. The knowledge base collects historical fault reporting information and divides user broadband failures into five scenarios: broadband inability to access the Internet, Internet freeze / disconnection / delay / weak signal / instability / webpage inability to open, slow network speed, weak home WIFI (mobile hotspot, Wireless Fidelity) signal / unable to use WIFI, and network speed does not match the optical modem routing. Each scenario has different specific diagnostic methods for locating fault points and other information according to the corresponding broadband device information. Therefore, the fault reporting information, broadband device information and the first scenario information are combined into a first scenario fault work order to obtain the first processing suggestion.

[0074] Specifically, the acceptance module also includes a fault adding unit, a fault modification unit and a fault type database. After receiving the fault reported by the user, the acceptance module first searches the fault type database to see if there is a fault that is consistent with the fault type reported by the user. If so, it is directly fed back to the wide-ranging diagnosis module for processing; if not, the fault adding unit is used to add the fault reported by the user to the fault type database, or the related faults found in the fault type database are modified to further improve the faults in the fault type database. The fault types in the fault type database come from the user feedback and fault scenarios filled in by the wide-ranging users. New fault scenarios and corresponding solution libraries are added to facilitate the matching of fault scenarios and corresponding solutions to similar problems in the future.

[0075] In one implementation, a first online diagnosis is performed on the user's broadband according to the fault reporting information to diagnose the fee information of the user's broadband account and the first network indicator on the operator side. If the current broadband fault cannot be eliminated according to the fee information and the first network indicator, the broadband device information of the broadband user is obtained, specifically including:

[0076] Obtain the user's broadband account number based on the fault reporting information, automatically check whether the user's broadband account has any outstanding fees, and if so, inform the user to pay the fees;

[0077] If there is no outstanding payment, the user's broadband geographical location is obtained based on the fault reporting information, and the first network indicator on the operator's side of the user's broadband geographical location is checked. If the first network indicator is abnormal, the network fault maintenance engineer is notified to repair the network;

[0078] If the first network indicator is normal, at least one of basic device information, device connection information, device configuration information and device signal distribution information of the user's broadband is obtained from the broadband user by voice or text.

[0079] In this embodiment, for routine diagnostic content, there is no need to distinguish between scenarios to complete the diagnosis, such as diagnosing whether the user is in arrears or whether there are group failures in the operator's network. If the influence of these factors is eliminated, it is necessary to distinguish between scenarios for detailed diagnosis. The customer service can obtain more broadband information from the user, such as device information, to provide a basis for subsequent diagnosis. A standardized process can be formed. After receiving a report from the user, routine diagnosis is completed automatically first, and then the customer service is prompted what information to collect from the user, or the information is collected directly from the user.

[0080] Specifically, the diagnostic module also includes a standard processing unit, which performs standardized processing on the received user faults and feeds back the processing results to the broad-specialized knowledge base. The broad-specialized knowledge base generates corresponding operation strategies based on the results to guide the broad-specialized diagnostic module to solve the faults. In addition, the diagnostic module also includes a standard processing addition unit. If the received user fault is a newly added or newly modified fault, it is necessary to call the standard processing addition unit to generate new standardized processing steps for the new fault type. The new scenario is the scenario that is not included in the existing scenario dictionary in the broad-specialized processing. Others are analyzed regularly to form new scenarios, and the processing results are sent to the broad-specialized knowledge base for processing.

[0081] In one implementation, S2, obtaining a first processing suggestion for the current broadband fault according to the first scenario-based fault work order, feeding back the first processing suggestion to the broadband user, so that the broadband user processes the current broadband fault according to the first processing suggestion and feeds back the first processing result, obtaining second scenario-based information of the current broadband fault according to the first processing result, and generating a second scenario-based fault work order according to the second scenario-based information, specifically including:

[0082] Compare the historical broadband fault information in the broadband fault processing knowledge base according to the first scenario-based fault work order to obtain the second scenario-based information classification subdivided under the first scenario-based information and the first processing suggestion for each type of the second scenario-based information;

[0083] Performing a second online diagnosis on the user's broadband according to the first processing suggestion, including guiding the broadband user to debug the user's broadband according to the first processing suggestion by voice or text, and using a remote tool to test a second network indicator on the user's broadband side during the debugging process. If the second network indicator is normal after debugging, informing the user that the current broadband fault has been resolved;

[0084] If the second network indicator is abnormal after debugging, determine the second scenario information corresponding to the abnormal second network indicator, and compare the historical broadband fault information in the broadband fault processing knowledge base according to the corresponding second scenario information to obtain a second processing suggestion corresponding to the historical maintenance experience;

[0085] According to the fault reporting information, the second scenario information and the second processing suggestion, a second scenario fault work order is obtained in combination.

[0086] In this embodiment, based on the first scenario analysis, more detailed second scenario information is obtained, and the first scenario and the second scenario of the fault are determined through comparative analysis of the knowledge base. The knowledge base may include the following: Figure 4The broadband expert knowledge base and smart home knowledge base shown are collectively referred to as the broadband fault processing knowledge base, which includes historical broadband fault information and its corresponding scenario information and processing experience. Therefore, it can provide processing suggestions for diagnosis and repair. By cooperating with users to complete online diagnosis, broadband experts guide users through remote testing tools to assist in obtaining user-side network indicators, and can remotely solve faults or obtain more detailed fault information, such as locating the faulty device and the point where the fault occurred.

[0087] Specifically, Kuanzhuan has one-click diagnosis that can give the user's network status. Kuanzhuan also has system capabilities such as terminal management. Kuanzhuan guides users to complete specific operations based on operation strategies, and can determine the user's problem through remote information collection. In the scenario module, it includes a scenario processing unit and a scenario adding unit. After receiving a fault that cannot be handled online, the scenario module calls the scenario processing unit to use the corresponding operation steps to judge and process it, and sends the processing results to the work order module to generate a corresponding work order; if the corresponding operation steps cannot be obtained, the scenario adding unit is called to update it, and the scenario operation steps corresponding to the new fault are generated, and the processing results are sent to the work order module to generate a corresponding work order. In the work order module, it includes a work order description unit and a work order adding unit. After receiving the scenario processing results, the work order module calls the work order description unit to organize the scenario processing results into the corresponding work order description, and sends the organized work order to the Zhijia APP module for subsequent fault processing; if the organized work order description is new, the work order adding unit is called to add it to the fault work order to generate a new work order, and it is sent to the Zhijia APP module for subsequent processing.

[0088] More specifically, if Figure 5 As shown in the figure, the broadband-specific scenario is mainly formed for user fault reporting, such as broadband failure to access the Internet, broadband freeze, IPTV (interactive personal TV) failure, etc. The second scenario is formed after the broadband-specific diagnosis, which is the second scenario information corresponding to the first scenario, such as Figure 5 A01 means the first scenario is that the broadband cannot access the Internet, and A01001 means the A01 optical modem LOS red light. The corresponding on-site maintenance plan is to first enter the house to check the optical attenuation, and if the optical attenuation is normal, replace the optical modem. If the optical attenuation is abnormal, check the connection line of the optical modem. If it is a problem with the optical cable, the operator needs to perform engineering maintenance. Diagnosis mainly refers to remote online diagnosis, including verification of account, arrears, address, group faults, and obtaining broadband equipment information, as well as scenario-based remote diagnosis. Scenario-based remote diagnosis designs different diagnostic suggestions for different first scenarios, and specific diagnostic suggestions can be obtained based on historical experience.

[0089] In one embodiment, after S3, sending the second scenario-based fault work order to a broadband fault maintenance engineer terminal so that the broadband fault maintenance engineer repairs the current broadband fault for the broadband user, the method further includes:

[0090] Receive consultation questions from broadband fault maintenance engineers' terminals, and provide remote guidance to broadband fault maintenance engineers by combining the artificial middle platform and broadband fault handling knowledge base.

[0091] In this embodiment, a detailed example process of a scenario-based method for handling user broadband failures is as follows: Figure 7 As shown, it mainly includes:

[0092] 1) The user reports the broadband fault (hereinafter referred to as the fault) to a specific customer service of a certain operator (such as the customer service center of Beiyi for short) by calling the customer service telephone number. Beiyi first verifies the installation address and then directly accepts the fault report:

[0093] Step 1: Ask the user for the broadband account, obtain the relevant information corresponding to the user account from the backend according to the user's broadband account, and check whether the user status is normal;

[0094] Step 2: Go to the pre-processing process - troubleshooting - broadband fault to handle;

[0095] Step 3: According to the one-click diagnosis result guidance, simple problems such as arrears and group failures are handled accordingly and the user is informed;

[0096] Step 4: If the user's problem can be solved, the order will be closed. If it cannot be solved, a handshake will be made to transfer the user's security call to the broadband expert seat (hereinafter referred to as broadband expert) for further processing, or a troubleshooting ticket will be created in the new customer service system directly without a handshake to the broadband expert for further processing.

[0097] 2) After receiving a user fault call forwarded by Beiyi, if the call is a user protection call forwarded by Beiyi, the broadband specialist will communicate with the user in detail and use tools such as one-click diagnosis and RMS (terminal management system) to analyze and judge the problem reported by the user, and solve the fault phenomenon reported by the user remotely online in a scenario-based manner. In addition, if there is any problem, the broadband specialist can use the broadband specialist knowledge base to support the broadband specialist personnel;

[0098] If the received problem ticket is a fault ticket handed over from the new customer service system, the user will be contacted based on the fault ticket and instructed to perform simple operations, with the help of tools and systems to conduct secondary judgment and resolution of the fault.

[0099] If the user's fault problem can be solved by the above two methods, the case will be closed; if it cannot be solved, a fault ticket will be created, and the "user feedback", "fault scenario" and "special attention" contents will be written into the fault ticket and sent to the public customer system. Then the fault ticket will be sent to Zhijia engineers (hereinafter referred to as Zhijia), who will come to the user's site to further handle the user's fault.

[0100] 3) After receiving the fault ticket issued by the public customer system, the Zhijia engineer will contact the user according to the user information on the fault ticket, verify and determine the time of on-site visit with the customer according to the "user feedback" and "fault scenario" of the fault ticket, and go to the user's home to solve the fault problem according to the appointment time. The knowledge base content corresponding to the scenario is pre-stored in the Zhijia APP backend database. The backend knowledge base can be quickly retrieved and displayed to Zhijia according to the corresponding scenario description, realizing instant empowerment of Zhijia.

[0101] 4) Smart Home engineers go to the user's home to solve the problem. If there is a problem that cannot be solved by themselves during the troubleshooting process, you can ask AI for consultation by asking a question with one click along with the work order. AI matches the knowledge base content according to the fault scenario in the work order, and pops up a solution to the work order fault scenario for Smart Home. If you still have questions or need support from the artificial middle platform, you can ask the human according to the prompts in the solution. AI will directly pull up to the artificial middle platform, and the (system with parameters) dialogue interface already has the content obtained from the artificial middle platform AI knowledge base. Or you can ask the human through instant messaging, a question interface will pop up, select the question you want to ask, and pull up the dialogue interface between the artificial middle platform and Smart Home. The system will search for a solution in the artificial middle platform AI knowledge base based on the problem, and then return the found middle platform knowledge base content to display in the dialogue interface to provide Smart Home with middle platform solution guidance.

[0102] 5) Finally, Zhijia resolved the user’s issue and the order was closed.

[0103] In this scheme, a user broadband fault intelligent reporting system and method are designed. First, after the user answers the user's fault reporting call, the manual customer service will accept it and make a simple processing. If it cannot be solved, a fault work order will be created and submitted to the next broadband expert for processing. At the same time, the broadband expert AI knowledge base is used to provide technical support to solve the user's fault problem. If it cannot be solved, a fault work order will be created again and submitted to the next smart home engineer for on-site processing. At the same time, the artificial middle-end AI knowledge base is used to provide technical support to solve the user problem. The entire reporting system and / or method has a clear division of labor. The establishment of a fault work order is directly submitted to the next step, so that the staff at each step has a clear understanding of the fault problem, which improves the efficiency of fault handling. In addition, at the beginning, manual customer service is arranged to answer and accept user reports, which avoids the situation of untimely and unclear handling of user problems, improves user satisfaction and improves the efficiency of fault problem handling. Secondly, the established knowledge base realizes the instant empowerment of smart home engineers and installation and maintenance middle-end personnel, providing technical support for them to handle user problems smoothly and promptly. Improved user perception. Smart Home engineers do not need to inquire about user faults in detail again. Smart Home only needs to confirm the faults and determine the time of on-site visit with the user. Improved fault handling efficiency. Transmitted information is used as the basis for further handling of faults, which improves fault handling efficiency and shortens fault handling time. Whether the user has multiple faults within 30 days and other user requirements are transmitted to Smart Home, so that Smart Home can provide targeted customer service. For the transmitted content, the fault repair situation and Smart Home questions can be analyzed. Based on this type of data, network perception and Smart Home capability profiling can be achieved, and targeted network optimization and Smart Home empowerment training can be achieved.

[0104] The following are examples of the scenarios and processing steps for this solution:

[0105] ① If the user's fault is that the broadband cannot access the Internet: the fault is accepted in the acceptance module, and the fault consistent with the user's report is found in the fault type database, and then the fault is sent to the broadband diagnosis module, and the broadband diagnosis module calls the standard processing unit to process it. The specific operation steps are as follows:

[0106] A1: Broadband specialists use the Broadband specialist diagnosis module to check online whether the user has any outstanding payments. They can also use one-click diagnosis to check whether the user's account address matches.

[0107] A2: Based on the system's one-click diagnosis results, determine whether the user's broadband is online, whether there are any group faults, and whether various network indicators are normal, and take corresponding measures;

[0108] A3: Broadband specialists use the Broadband specialist diagnostic module to contact users online, asking them whether the indicator light on their optical modem is abnormal, whether the line connection is correct, and recording their responses; determining whether the fault point is at the front end of the optical modem, between the optical modem and the router, or at the back end of the router;

[0109] A4: After the above investigation, the user can be guided by online voice to restart the optical modem, send data, and reconnect the line as needed.

[0110] Then the results of the above steps are sent to the broadband knowledge base, which generates corresponding operation strategies based on the received results. The broadband diagnosis module solves the broadband Internet failure according to the operation strategy. If it can be solved online, the voice module is called to contact the user for online voice guidance. The specific voice guidance steps include:

[0111] B1: User-side failure (optical modem) / (router). Broadband specialists use the voice guidance module to guide users to readjust the device position / antenna angle, recommend users to observe and try the device, and receive user feedback on normal device use.

[0112] B2: User-side failure (optical modem) / (router). Broadband specialists use the voice guidance module to guide users to readjust the WiFi frequency band (2.4 / 5GHz), recommend users to observe and try, and receive user feedback on normal use of the device.

[0113] B3: User-side failure (optical modem). Broadband specialists use the voice guidance module to guide users to restart the optical modem and restore the device. Users are advised to observe and try the device, and receive user feedback on normal use of the device.

[0114] B4: User-side fault (router) Broadband specialists use the voice guidance module to voice guide the user to restart the router and receive user feedback that the network has been restored.

[0115] B5: User-side failure (router) Broadband specialists use the voice guidance module to guide users to perform single-machine tests. If the test is normal, the cause of the router failure is explained to the user.

[0116] B6: User-side failure (router) Broadband specialists use the voice guidance module to guide users to reset the router to ensure that the network is restored and can be used normally.

[0117] B7: The fault is a unified fault (i.e. the system displays a group fault). A broadband specialist will explain the cause of the fault to the user online and ensure that the user understands the fault situation. The system will return to normal after the maintenance personnel completes the repair.

[0118] B8: Other types of faults (self-recovery, good follow-up), have been restored to normal when the broadband specialist contacted the user online by phone.

[0119] B9: There is no correct and effective contact information for other types of faults, and the broadband specialist cannot contact the user. If the user calls again, please provide the effective contact information and use the voice guidance module to help the online user solve the fault problem.

[0120] For the above faults that can be solved by online voice guidance, they are handled online. For the faults that cannot be handled online, the faults are sent to the scenario module for scenario-based judgment and processing. The specific scenario-based judgment and processing steps are as follows:

[0121] C1: The user reported that he could not connect to WiFi / could not search for WiFi signals. The scenario-based module staff determined that the user's WiFi usage distance was within the normal range and guided the user to restart the optical modem, router and mobile phone. If the fault problem was not resolved, the scenario-based module staff guided the user to reset the router. If the user's troubleshooting ability was limited and he could not continue the guidance, a corresponding work order was generated.

[0122] C2: Users reported that the WiFi signal was weak and could not be used normally, but the one-click diagnostic test line status was normal. The scenario module staff guided the user to adjust the wireless antenna angle, switch the 2.4G / 5Ghz frequency band, and restart the optical modem / router. If the problem was not solved, a corresponding work order was generated.

[0123] C3: The user reported that he could not connect to WiFi / could not search for WiFi signals. The scenario-based module staff determined that the user's WiFi usage distance was within the normal range and instructed the user to restart the optical modem, router, and mobile phone. If the fault was not restored and the user was instructed to reset the router but still could not connect to WiFi, a corresponding work order would be generated.

[0124] C4: The user reports that the WiFi signal is weak, and the one-click diagnosis test shows that the line status is normal. The scenario module staff will guide the user to adjust the position of the optical modem / router and the antenna angle, and also guide the user to adjust the WiFi 2.4G / 5Ghz frequency band according to the distance from the router. However, if the problem cannot be corrected, a corresponding work order will be generated.

[0125] The scenario processing results obtained by the above processing are sent to the work order module for sorting. The work order sorted out according to the above steps is described as follows:

[0126] C1 will not adjust the router without WiFi signal

[0127] C2 does not recover after restarting the optical modem / router

[0128] C3 reset the router but it did not recover

[0129] C4 adjusted the WiFi signal band but it did not recover

[0130] C5 Others (not included above)

[0131] For the work order description not included in the above in C5, the work order adding unit is called to perform supplementary description processing, and the result after processing is:

[0132] C51 The same user has a fault ticket within 30 days

[0133] C52 This fault has the risk of complaint

[0134] C53 Easy Complaint User

[0135] C54 None

[0136] Add the above supplementary description to the fault work order to generate a new work order and send it to the Smart Home APP module for subsequent processing.

[0137] Finally, in the Zhijia APP module, the received work order will be dispatched to the maintenance engineer for offline processing. The maintenance engineer can handle the broadband Internet access failure according to the maintenance plan provided by the Zhijia knowledge base. If the maintenance plan cannot solve the problem, the maintenance engineer can also seek help from experts in the Zhijia knowledge base for online guidance on solving the problem.

[0138] ② If the user's fault is Internet freeze / disconnection / delay / weak signal / instability / webpage cannot be opened: the fault is accepted in the acceptance module and the fault consistent with the user's report is found in the fault type database. The fault is sent to the broadband diagnosis module, and the broadband diagnosis module calls the standard processing unit to process it. The specific operation steps are as follows:

[0139] A1: Broadband specialists use the Broadband specialist diagnosis module to check online whether the user has any outstanding payments. They can also use one-click diagnosis to check whether the user's account address matches.

[0140] A2: Based on the system's one-click diagnosis results, determine whether the user's broadband is online, whether there are any group faults, and whether various network indicators are normal, and take corresponding measures;

[0141] A3: Broadband specialists communicate with users online to understand whether the user-end device connection status is normal, the length of the network cable, the specifications and age of the router, as well as the placement of the router and the size of the room, and conduct corresponding analysis;

[0142] A4: After the above investigation, broadband specialists will guide users online to restart the optical modem (remote restart) as needed, send data, and guide users to reconnect the line; if it is a router performance coverage problem, guide users to adjust the antenna and placement and try other operations. If there are other problems with the user-side device network line, give users reasonable suggestions.

[0143] Then the results of the above steps are sent to the broadband knowledge base, which generates corresponding operation strategies based on the received results. The broadband diagnosis module solves the problems of Internet freeze / disconnection / delay / weak signal / instability / webpage failure to open according to the operation strategy. If it can be handled online, the voice module is called to contact the user for online voice guidance. The specific voice guidance steps include:

[0144] B1: Line failure (indoor line). Broadband specialists use the voice guidance module to guide users to re-plug the network cable and receive feedback from users that the network has returned to normal.

[0145] B2: Line failure (indoor line), broadband specialists use the voice guidance module to guide users to re-arrange the optical fiber lines and receive user feedback that the network has returned to normal.

[0146] B3: User-side failure (optical modem) The optical modem / top box has abnormal power supply. Broadband specialists use the voice guidance module to guide users to check and restore power supply.

[0147] B4: For other types of faults (slow network speed, lag), broadband specialists use the voice guidance module to guide users to test the speed. If the contracted network speed can be reached, the reasons will be explained to the users and the users will be ensured to understand the situation.

[0148] B5: User-side failure (optical modem). Broadband specialists use the voice guidance module to contact the user online and resend data, and receive user feedback that the network has returned to normal.

[0149] B6: User-side failure (optical modem). Broadband specialists use the voice guidance module to provide online voice guidance to users to restore the optical modem to normal. Users are advised to observe and try the trial operation, and feedback from users is received when the network returns to normal.

[0150] B7: User-side failure (router). Broadband specialists use the voice guidance module to guide users online to restart the router and receive user feedback that the network has returned to normal.

[0151] B8: User-side failure (router): Broadband specialists use the voice guidance module to guide users online to conduct single-machine tests. If the test is normal, they explain the router cause to the user and receive user feedback that the network has returned to normal.

[0152] B9: User-side failure (router). Broadband specialists use the voice guidance module to provide online voice guidance to users to reset their routers and receive user feedback that the network has returned to normal.

[0153] B10: The fault is a unified fault (i.e. the system displays a group fault). A broadband specialist will explain the cause of the fault to the user online and ensure that the user understands the fault situation. The system will return to normal after the maintenance personnel completes the repair.

[0154] B11: Other types of faults (self-recovery, good follow-up), have been restored to normal when the broadband specialist contacted the user online by phone.

[0155] B12: There is no correct and effective contact information for other types of faults, and the broadband specialist cannot contact the user. If the user calls again, please provide the effective contact information and use the voice guidance module to help the online user solve the fault problem.

[0156] For the above faults that can be solved by online voice guidance, they are handled online. For the faults that cannot be handled online, the faults are sent to the scenario module for scenario-based judgment and processing. The specific scenario-based judgment and processing steps are as follows:

[0157] C1: Users reported that the connection was unstable and the optical modem had a red light or PON flashing during the disconnection. The scenario module staff guided the users to check the optical fiber line to ensure that it was not bent, squeezed or loosened. They also guided the users to restart the optical modem and router. If the problem was not resolved, a corresponding work order was generated.

[0158] C2: Users report that the connection is unstable and disconnected. During the disconnection, the indicator light of the optical modem is normal, and users can connect to their home WiFi normally. The one-click diagnosis of network parameters is normal. The scenario module staff guides the user to restart the optical modem and router. If the problem is not resolved, the scenario module staff recommends that the user reset the router to try again. If the user's troubleshooting ability is limited and he cannot reset the router for resetting, and he cannot continue to provide guidance, a corresponding work order will be generated.

[0159] C3: The scenario-based module staff can diagnose with one click to check whether the user service and bandwidth rates are consistent, and use RMS to test the speed of the optical modem, and guide the user to test the speed through the speed test platform. After restarting the optical modem router, if the speed test is still abnormal, a corresponding work order will be generated.

[0160] C4: Users reported that the network speed was slow and there was high latency when playing games. The scenario-based module staff guided the users to test the network speed. The tested network speed was normal, but there was occasional high latency when playing games / the latency when pinging a specific target address fluctuated. The users were guided to restart the optical modem and router. However, the problem was not improved, so a corresponding work order was generated.

[0161] C5: Users reported that the network was unstable, with disconnections and freezes. The scenario-based module staff conducted a one-click diagnostic test and found that the difference in the light received by the ONU (Optical Network Unit) and the OLT (Optical Line Terminal) under the "Network Speed ​​Status Check" was greater than 5dBM / ONU, indicating an abnormal light receiving condition. A corresponding work order was generated.

[0162] C6: If the scenario-based module staff diagnoses and tests network indicators with one click and finds that they are normal, they will instruct the user to restart the optical modem and router. However, if the problem is not resolved, a corresponding work order will be generated.

[0163] The scenario processing results obtained by the above processing are sent to the work order module for sorting. The work order sorted out according to the above steps is described as follows:

[0164] C1 disconnected optical modem red light / PON flashing

[0165] C2 offline optical modem indicator is normal

[0166] C3 contracted bandwidth does not match actual bandwidth / speed measurement is slow

[0167] C4 speed test is normal, network lag / high latency

[0168] C5 light attenuation is abnormal / the difference between the upper and lower light transmission values ​​is large

[0169] C6 Diagnosis Normal Restart Device No Improvement

[0170] C7 Others (not included above)

[0171] For the work order description not included in the above C7, the work order adding unit is called to perform supplementary description processing. The result after processing is:

[0172] C71 The same user has a fault ticket within 30 days

[0173] C72 This fault has a risk of complaint

[0174] C73 Easy Complaint User

[0175] C74 No

[0176] Add the above supplementary description to the fault work order to generate a new work order and send it to the Smart Home APP module for subsequent processing.

[0177] Finally, in the Zhijia APP module, the received work order will be dispatched to the maintenance engineer for offline processing. The maintenance engineer can handle the Internet freeze / disconnection / delay / weak signal / instability / inability to open the web page according to the maintenance plan provided by the Zhijia knowledge base. If the maintenance plan cannot solve the problem, the maintenance engineer can also seek help from experts in the Zhijia knowledge base for online guidance on solving the problem.

[0178] ③ If the user's fault is slow network speed: First, the fault is accepted in the acceptance module and the fault consistent with the user's feedback is found in the fault type database. Then the fault is sent to the broadband diagnosis module, and the broadband diagnosis module calls the standard processing unit to process it. The specific operation steps are as follows:

[0179] A1: Broadband specialists use the Broadband specialist diagnosis module to check online whether the user has any outstanding payments. One-click diagnosis checks whether the user's account address matches.

[0180] A2: Based on the system's one-click diagnosis results, determine whether the user's broadband is online, whether the optical attenuation is within the normal range, and whether the actual bandwidth rate matches the service being handled;

[0181] A3: Broadband specialists guide users to test speed online and judge the official test results and the speed test results of the third-party Unicom service backend (such as speedtest);

[0182] A4: Broadband specialists communicate with users online to understand whether the connection status of user-side devices is normal, the specifications and length of network cables, the specifications and years of routers, the number and purpose of trial terminals, as well as the placement of routers and the size of the room, and conduct corresponding analysis.

[0183] A5: After the above investigation, broadband specialists will guide users to restart the optical modem (remote restart) as needed, send data, and guide users to reconnect the line. It is determined to be a router performance coverage problem, and the user is guided to adjust the antenna and placement and other operations for trial. If there are other problems with the user-side device network line, reasonable suggestions will be given to the user.

[0184] Then the results of the above steps are sent to the broadband knowledge base, which generates corresponding operation strategies based on the received results. The broadband diagnosis module solves the problem of slow network speed based on the operation strategy. If it can be solved online, the voice module is called to contact the user for online voice guidance. The specific voice guidance steps include:

[0185] B1: Line failure (indoor line). Broadband specialists use the voice guidance module to guide users to re-plug the network cable and receive feedback from users that the network has returned to normal.

[0186] B2: Line failure (indoor line), broadband specialists use the voice guidance module to guide users to re-arrange the optical fiber lines and receive user feedback that the network has returned to normal.

[0187] B3: User-side failure (optical modem) The optical modem / top box has abnormal power supply. Broadband specialists use the voice guidance module to guide users to check and restore power supply.

[0188] B4: For other types of faults (slow network speed, lag), broadband specialists use the voice guidance module to guide users to test the speed. If the contracted network speed can be reached, the reasons will be explained to the users, and the users will be ensured to understand the situation.

[0189] B5: User-side failure (optical modem). Broadband specialists use the voice guidance module to contact the user online and resend data, and receive user feedback that the network has returned to normal.

[0190] B6: User-side failure (optical modem). Broadband specialists use the voice guidance module to provide online voice guidance to users to restore the optical modem to normal. Users are advised to observe and try the trial operation, and feedback from users is received when the network returns to normal.

[0191] B7: User-side failure (router). Broadband specialists use the voice guidance module to guide users online to restart the router and receive user feedback that the network has returned to normal.

[0192] B8: User-side failure (router): Broadband specialists use the voice guidance module to guide users online to conduct single-machine tests. If the test is normal, they explain the router cause to the user and receive user feedback that the network has returned to normal.

[0193] B9: User-side failure (router). Broadband specialists use the voice guidance module to provide online voice guidance to users to reset their routers and receive user feedback that the network has returned to normal.

[0194] B10: The fault is a unified fault (i.e. the system displays a group fault). A broadband specialist will explain the cause of the fault to the user online and ensure that the user understands the fault situation. The system will return to normal after the maintenance personnel completes the repair.

[0195] B11: Other types of faults (self-recovery, good follow-up), have been restored to normal when the broadband specialist contacted the user online by phone.

[0196] B12: There is no correct and effective contact information for other types of faults, and the broadband specialist cannot contact the user. If the user calls again, please provide the effective contact information and use the voice guidance module to help the online user solve the fault problem.

[0197] For the above faults that can be solved by online voice guidance, they are handled online. For the faults that cannot be handled online, the faults are sent to the scenario module for scenario-based judgment and processing. The specific scenario-based judgment and processing steps are as follows:

[0198] C1: Scenario-based staff can diagnose with one click to check whether the user service and bandwidth rates are consistent. RMS will test the speed of the optical modem, and then guide the user to test the speed through the speed test platform. After restarting the optical modem router, the speed will be tested again. If there is still an abnormality, a work order will be generated.

[0199] C2: Users reported that the Internet speed was slow and there was high latency when playing games. The scenario-based module staff guided the users to test the Internet speed. The tested Internet speed was normal, but there was occasional high latency when playing games / the latency when pinging a specific target address fluctuated. The users were guided to restart the optical modem and router. However, the problem was not improved, so a corresponding work order was generated.

[0200] C3: Users reported that the network was unstable, with disconnections and freezes. Scenario-based staff performed a one-click diagnostic test and found that the difference between the ONU light reception and the OLT light emission under the "Network Speed ​​Status Check" was greater than 5dBM / ONU light reception was abnormal, and a corresponding work order was generated.

[0201] C4: The scenario-based staff conducts one-click diagnosis and tests that network indicators are normal, and instructs the user to restart the optical modem and router. If the problem is not resolved, a corresponding work order is generated.

[0202] The scenario processing results obtained by the above processing are sent to the work order module for sorting. The work order sorted out according to the above steps is described as follows:

[0203] C1 contracted bandwidth does not match actual bandwidth / speed measurement is slow

[0204] C2 speed test is normal, network lag / high latency

[0205] C3 Abnormal light attenuation / large difference between upper and lower light transmission

[0206] C4 Diagnosis Normal Restart of the Device Did Not Improve

[0207] C5 Others (not included above)

[0208] For the work order description not included in the above in C5, the work order adding unit is called to perform supplementary description processing, and the result after processing is:

[0209] C51 The same user has a fault ticket within 30 days

[0210] C52 This fault has the risk of complaint

[0211] C53 Easy Complaint User

[0212] C54 None

[0213] Add the above supplementary description to the fault work order to generate a new work order and send it to the Smart Home APP module for subsequent processing.

[0214] Finally, in the Zhijia APP module, the received work order will be dispatched to the maintenance engineer for offline processing. The maintenance engineer can handle the slow network speed fault according to the maintenance plan provided by the Zhijia knowledge base. If the maintenance plan cannot solve the problem, the maintenance engineer can also seek help from experts in the Zhijia knowledge base for online guidance on solving the problem.

[0215] ④ If the user's fault is weak home WIFI signal / unable to use WIFI: First, the fault is accepted in the acceptance module and the fault consistent with the user's report is found in the fault type database. Then the fault is sent to the broadband diagnosis module, and the broadband diagnosis module calls the standard processing unit to process it. The specific operation steps are as follows:

[0216] A1: Broadband specialists use the Broadband specialist diagnosis module to check online whether the user has any outstanding payments. One-click diagnosis checks whether the user's account address matches.

[0217] A2: Based on the system's one-click diagnosis results, determine whether the user's broadband is online, whether there are any group faults, and whether various network indicators are normal;

[0218] A3: Broadband specialists will guide users online to determine the working mode of their optical modem, whether it is bridge or router mode, whether they can search for their own WiFi name normally, and guide users to restart WiFi devices (optical modem, router) to observe whether the WiFi signal improves;

[0219] A4: If the problem persists, you need to check the specific situation and guide the user online to confirm whether the WiFi of all terminals is unavailable (signal weakness) or some terminals are unavailable (signal weakness). Instruct the user to adjust the location of the WiFi device to avoid obstruction, confirm the WiFi frequency band (2.4GHz / 5GHz), adjust the antenna angle and observe the trial operation.

[0220] A5: If there is still no improvement, we will ask the user about the router specifications, age, device location and room size for further analysis. If necessary, we will guide the user to reset the router online.

[0221] Then the results obtained from the above steps are sent to the broadband knowledge base, which generates corresponding operation strategies based on the received results. The broadband diagnosis module solves the problem of weak home WIFI signal / unable to use WIFI based on the operation strategy. If it can be handled online, the voice module is called to contact the user for online voice guidance. The specific voice guidance steps include:

[0222] B1: User-side failure (optical modem) / (router). Broadband specialists use the voice guidance module to guide users to readjust the device position / antenna angle, recommend users to observe and try, and receive user feedback that the network has returned to normal.

[0223] B2: User-side failure (optical modem) / (router). Broadband specialists use the voice guidance module to guide users to readjust the WiFi frequency band (2.4 / 5GHz), recommend users to observe and try, and receive user feedback that the network has returned to normal.

[0224] B3: User-side failure (optical modem). Broadband specialists use the voice guidance module to guide users to restart the optical modem and restore the network. They recommend users to observe and try the trial operation, and receive user feedback that the network has returned to normal.

[0225] B4: User-side failure (router). Broadband specialists use the voice guidance module to guide the user to restart the router. If the network has been restored, they receive user feedback that the network has returned to normal.

[0226] B5: User-side failure (router). Broadband specialists use the voice guidance module to guide users to conduct stand-alone tests. If the test is normal, they explain the router failure to the user and receive user feedback that the network has returned to normal.

[0227] B6: User-side failure (router), broadband specialists use the voice guidance module to guide users to reset the router and receive user feedback that the network has returned to normal.

[0228] B7: The fault is a unified fault (i.e. the system displays a group fault). A broadband specialist will explain the cause of the fault to the user online and ensure that the user understands the fault situation. The system will return to normal after the maintenance personnel completes the repair.

[0229] B8: Other types of faults (self-recovery, good follow-up) have been restored to normal when the broadband specialist contacts the user online by phone.

[0230] B9: There is no correct and effective contact information for other types of faults, and the broadband specialist cannot contact the user. If the user calls again, please provide the effective contact information and use the voice guidance module to help the online user solve the fault problem.

[0231] For the above faults that can be solved by online voice guidance, they are handled online. For the faults that cannot be handled online, the faults are sent to the scenario module for scenario-based judgment and processing. The specific scenario-based judgment and processing steps are as follows:

[0232] C1: The user reports that they cannot connect to WiFi / cannot search for WiFi signals. The scenario-based staff determines that the user's WiFi usage distance is within the normal range and instructs the user to restart the optical modem, router and mobile phone. If the fault problem is not resolved, the user is instructed to reset the router. If the user's troubleshooting ability is limited and cannot continue guidance, a work order is generated.

[0233] C2: Users report that the WiFi signal is weak and cannot be used normally, but the one-click diagnostic test line status is normal. The scenario-based staff guides the user to adjust the wireless antenna angle, switch the 2.4G / 5Ghz frequency band, and reinstall the optical modem / router. However, the problem is not solved, so a corresponding work order is generated.

[0234] C3: The user reports that they cannot connect to WiFi / cannot search for WiFi signals. We confirm that the user's WiFi usage distance is within the normal range and instruct the user to restart the optical modem, router and mobile phone. If the fault is not resolved, we instruct the user to reset the route. If the user still cannot connect to WiFi, a corresponding work order is generated.

[0235] C4: The user reported that the WiFi signal was weak. The system's one-click diagnosis detected that the line status was normal. The scenario-based staff guided the user to adjust the position of the optical modem / router and the antenna angle. They also guided the user to adjust the WiFi 2.4G / 5Ghz frequency band according to the distance from the router. However, the problem could not be corrected, so a corresponding work order was generated.

[0236] The scenario processing results obtained by the above processing are sent to the work order module for sorting. The work order sorted out according to the above steps is described as follows:

[0237] C1 will not adjust the router without WiFi signal

[0238] C2 does not recover after restarting the optical modem / router

[0239] C3 reset the router but it did not recover

[0240] C4 adjusted the WiFi signal band but it did not recover

[0241] C5 Others (not included above)

[0242] For the work order description not included in the above in C5, the work order adding unit is called to perform supplementary description processing, and the result after processing is:

[0243] C51 The same user has a fault ticket within 30 days

[0244] C52 This fault has the risk of complaint

[0245] C53 Easy Complaint User

[0246] C54 None

[0247] Add the above supplementary description to the fault work order to generate a new work order and send it to the Smart Home APP module for subsequent processing.

[0248] Finally, in the Zhijia APP module, the received work order will be dispatched to the maintenance engineer for offline processing. The maintenance engineer can handle the problem of weak home WIFI signal / unable to use WIFI according to the maintenance plan provided by the Zhijia knowledge base. If the maintenance plan cannot solve the problem, the maintenance engineer can also seek help from experts in the Zhijia knowledge base for online guidance on solving the problem.

[0249] ⑤ If the user's fault is that the network rate does not match the optical modem routing: First, the fault is accepted in the acceptance module and the fault consistent with the user's report is found in the fault type database. Then the fault is sent to the broadband diagnosis module, and the broadband diagnosis module calls the standard processing unit to process it. The specific operation steps are as follows:

[0250] A1: Broadband specialists use the Broadband specialist diagnosis module to check online whether the user has any outstanding payments. One-click diagnosis checks whether the user's account address matches.

[0251] A2: Based on the one-click diagnosis results, determine whether the user's broadband is online, whether there are any group faults, and whether various network indicators are normal; determine the user's contracted bandwidth and actual speed.

[0252] A3: Instruct users online to check the routing mode optical modem to verify whether the bandwidth of the optical modem model can meet the user's bandwidth needs. For the bridge mode optical modem, check the LAN1 port working bandwidth on the RMS to see if it can meet the user's bandwidth needs, and take corresponding measures based on the judgment.

[0253] Then the results of the above steps are sent to the broadband knowledge base, which generates corresponding operation strategies based on the received results. The broadband diagnosis module solves the problem of slow network speed based on the operation strategy. If it can be solved online, the voice module is called to contact the user for online voice guidance. The specific voice guidance steps include:

[0254] B1: User-side failure (router). Broadband specialists use the voice guidance module to guide users to conduct single-machine tests. If the test is normal, they explain the router reasons to the user and receive user feedback that the network has returned to normal.

[0255] B2: User-side failure (router). Broadband specialists use the voice guidance module to provide remote guidance to users. If the user's router does not support high bandwidth, the reason for the router will be explained to the user, and feedback from users will be received if the network returns to normal.

[0256] B3: User-side failure (router). Broadband specialists use the voice guidance module to provide remote guidance to the user. They find that the network port is not connected to the Gigabit port, guide the user to make adjustments, and receive user feedback that the network has returned to normal.

[0257] B4: User-side failure (user-owned equipment) Broadband specialists use the voice guidance module to provide remote guidance to users, explaining to them that it is a problem with the smart terminal and that the bandwidth peak cannot be reached, and explaining the reason to the user.

[0258] For the above faults that can be solved by online voice guidance, they are handled online. For the faults that cannot be handled online, the faults are sent to the scenario module for scenario-based judgment and processing. The specific scenario-based judgment and processing steps are as follows:

[0259] C1: Users complained about slow Internet speeds. After one-click diagnosis, it was found that the user's services and bandwidth rates were consistent. The scenario-based staff continued to check the optical modem model through one-click diagnosis and found that the old optical modem did not support high bandwidth, so a corresponding work order was generated.

[0260] C2: Scenario-based staff can diagnose with one click to check whether the user service and bandwidth rates are consistent. RMS will test the speed of the optical modem and guide the user to test the speed through the speed test platform. After restarting the optical modem router, if the speed test is still abnormal, a corresponding work order will be generated.

[0261] C3: Users report that the Internet speed is slow and the latency is high when playing games. Scenario-based staff guide users to test the Internet speed. If the Internet speed is normal, but there is occasional high latency when playing games / the latency when pinging a specific target address fluctuates, the user is guided to restart the optical modem and router. If the problem is not improved, a corresponding work order is generated.

[0262] C4: Users reported that the network was unstable, with disconnections and freezes. Scenario-based staff performed a one-click diagnostic test and found that the difference between the ONU and OLT light emission under the "Network Speed ​​Status Check" was greater than 5dBM / ONU light emission was abnormal, and a corresponding work order was generated.

[0263] C5: Kuanzhuan did not use the strategy cube.

[0264] The scenario processing results obtained by the above processing are sent to the work order module for sorting. The work order sorted out according to the above steps is described as follows:

[0265] C1 optical modem does not support high bandwidth

[0266] C2 contracted bandwidth does not match actual bandwidth / speed measurement is slow

[0267] C3 speed test is normal, network lag / high latency

[0268] C4 light attenuation is abnormal / the difference between the upper and lower light transmission is large

[0269] C5 poor quality router / optical modem (strategy cube result)

[0270] C6 Others (not included above)

[0271] For the work order description not included in the above C6, the work order adding unit is called to perform supplementary description processing, and the result after processing is:

[0272] C61 The same user has a fault ticket within 30 days

[0273] C62 This fault has the risk of complaint

[0274] C63 Easy Complaint User

[0275] C64 No

[0276] Add the above supplementary description to the fault work order to generate a new work order and send it to the Smart Home APP module for subsequent processing.

[0277] Finally, in the Zhijia APP module, the received work order will be dispatched to the maintenance engineer for offline processing. The maintenance engineer can handle the fault of network speed not matching the optical modem routing according to the maintenance plan provided by the Zhijia knowledge base. If the maintenance plan cannot solve the problem, the maintenance engineer can also seek help from experts in the Zhijia knowledge base for online guidance on solving the problem.

[0278] Embodiment 2:

[0279] like Figure 2 As shown, the present disclosure provides a user broadband fault reporting processing device, the device comprising:

[0280] The first scenario-based unit 1 is used to accept the fault reporting information of the broadband user about the current broadband fault, obtain the first scenario-based information of the current broadband fault according to the fault reporting information, and generate the first scenario-based fault work order according to the first scenario-based information;

[0281] The second scenario-based unit 2 is connected to the first scenario-based unit 1, and is used to obtain a first processing suggestion for the current broadband fault according to the first scenario-based fault work order, and feed back the first processing suggestion to the broadband user, so that the broadband user processes the current broadband fault according to the first processing suggestion and feeds back the first processing result, obtains second scenario-based information of the current broadband fault according to the first processing result, and generates a second scenario-based fault work order according to the second scenario-based information;

[0282] The dispatching unit 3 is connected to the second scenario unit 2, and is used to send the second scenario fault work order to the broadband fault maintenance engineer terminal, so that the broadband fault maintenance engineer can repair the current broadband fault for the broadband user at home.

[0283] In one implementation, the first scenario unit 1 specifically includes:

[0284] The acceptance module is used to accept the fault reporting information of the current broadband fault reflected by the broadband users through voice or text;

[0285] A diagnosis module, connected to the acceptance module, for performing a first online diagnosis on the user's broadband according to the fault reporting information, so as to diagnose the fee information of the user's broadband account and the first network indicator of the operator side, and if the current broadband fault cannot be eliminated according to the fee information and the first network indicator, obtaining the broadband device information of the broadband user;

[0286] The knowledge base module is connected to the diagnosis module and is used to compare the fault information and broadband device information with the historical broadband fault information in the broadband fault handling knowledge base to obtain the first scenario information of the current broadband fault, which is one of the following five: broadband cannot access the Internet, Internet freeze / disconnection / delay / weak signal / unstable / webpage cannot be opened, slow Internet speed, weak home WIFI signal / unable to use WIFI, and network speed does not match the optical modem router;

[0287] The work order module is connected to the knowledge base module and is used to obtain a first scenario-based fault work order based on the fault reporting information, broadband device information and the first scenario-based information.

[0288] In one embodiment, the diagnosis module specifically includes:

[0289] The arrears diagnosis submodule is used to obtain the user's broadband account according to the fault information, automatically check whether the user's broadband account has arrears, and if so, inform the user to pay the fee;

[0290] The network diagnosis submodule is connected to the arrears diagnosis submodule and is used to obtain the user's broadband geographical location according to the fault reporting information if there is no arrears, and to check the first network indicator of the operator side of the user's broadband geographical location. If the first network indicator is abnormal, the network fault maintenance engineer is notified to repair the network;

[0291] The device diagnosis submodule is connected to the network diagnosis submodule and is used to obtain at least one of the basic device information, device connection information, device configuration information and device signal distribution information of the user's broadband from the broadband user by voice or text if the first network indicator is normal.

[0292] In one implementation, the second scenario unit 2 specifically includes:

[0293] A knowledge base module, used for comparing historical broadband fault information in a broadband fault processing knowledge base according to the first scenario-based fault work order, so as to obtain a classification of second scenario-based information subdivided under the first scenario-based information and a first processing suggestion for each type of second scenario-based information;

[0294] The diagnosis module is connected to the knowledge base module and is used to perform a second online diagnosis on the user broadband according to the first processing suggestion, including guiding the broadband user to debug the user broadband according to the first processing suggestion by voice or text, and using a remote tool to test the second network indicator on the user broadband side during the debugging process. If the second network indicator is normal after debugging, the user is informed that the current broadband fault has been resolved;

[0295] The knowledge base module is further used to determine, if the second network indicator is abnormal after debugging, second scenario information corresponding to the abnormal second network indicator, and compare the historical broadband fault information in the broadband fault processing knowledge base according to the corresponding second scenario information to obtain a second processing suggestion corresponding to the historical maintenance experience;

[0296] The work order module is connected to the knowledge base module, and is used to obtain the second scenario-based fault work order based on the fault reporting information, the second scenario-based information and the second processing suggestion.

[0297] In one embodiment, the device further comprises:

[0298] The remote support unit is connected to the dispatch unit 3 and is used to receive consulting questions from the broadband fault maintenance engineer terminal, and provide remote guidance to the broadband fault maintenance engineer in combination with the artificial middle station and the broadband fault processing knowledge base.

[0299] Embodiment 3:

[0300] Embodiment 3 of the present disclosure provides a computer-readable storage medium, in which a computer program is stored. When the computer program is executed by a processor, the method for processing user broadband fault reporting as described in Embodiment 1 is implemented, or the device for processing user broadband fault reporting as described in Embodiment 2 is implemented.

[0301] The computer-readable storage medium includes volatile or non-volatile, removable or non-removable media implemented in any method or technology for storing information (such as computer-readable instructions, data structures, computer program modules or other data). Computer-readable storage media include, but are not limited to, RAM (Random Access Memory), ROM (Read-Only Memory), EEPROM (Electrically Erasable Programmable read only memory), flash memory or other memory technology, CD-ROM (Compact Disc Read-Only Memory), digital versatile disk (DVD) or other optical disk storage, magnetic cassettes, magnetic tapes, magnetic disk storage or other magnetic storage devices, or any other medium that can be used to store the desired information and can be accessed by a computer.

[0302] In addition, the present disclosure may also provide a computer device, including a memory and a processor, wherein the memory stores a computer program, and when the processor runs the computer program stored in the memory, the processor executes the user broadband fault reporting processing method as described in Example 1. The computer device may be the user broadband fault reporting processing device as described in Example 2.

[0303] The memory is connected to the processor, the memory may be a flash memory or a read-only memory or other memory, and the processor may be a central processing unit or a single-chip microcomputer.

[0304] Embodiments 1-3 of the present disclosure provide a method for processing user broadband fault reports, a device for processing user broadband fault reports, and a computer-readable storage medium. According to the user broadband fault report information, two scenario-based segmentations are performed, and accurate second scenario-based information of the user broadband fault is obtained according to the two scenario-based segmentations. The second scenario-based information is added to the broadband fault repair work order, forming a second scenario-based fault work order and sending it to the broadband fault repair engineer terminal, thereby empowering the broadband fault repair engineer and improving the efficiency of handling broadband fault problems.

[0305] It is to be understood that the above embodiments are merely exemplary embodiments used to illustrate the principles of the present disclosure, but the present disclosure is not limited thereto. For those of ordinary skill in the art, various modifications and improvements can be made without departing from the spirit and substance of the present disclosure, and these modifications and improvements are also considered to be within the scope of protection of the present disclosure.

Claims

1. A method for processing user broadband fault reports, characterized in that: The method comprises: Accepting fault reporting information from broadband users about current broadband faults, obtaining first scenario-based information about the current broadband faults according to the fault reporting information, and generating a first scenario-based fault work order according to the first scenario-based information; Obtain a first processing suggestion for the current broadband fault according to the first scenario-based fault work order, feed back the first processing suggestion to the broadband user, so that the broadband user processes the current broadband fault according to the first processing suggestion and feeds back the first processing result, obtain second scenario-based information of the current broadband fault according to the first processing result, and generate a second scenario-based fault work order according to the second scenario-based information; The second scenario-based fault work order is sent to the broadband fault maintenance engineer terminal, so that the broadband fault maintenance engineer can repair the current broadband fault for the broadband user on site.

2. The method according to claim 1, characterized in that Accepting a broadband user's fault report about a current broadband fault, obtaining first scenario-based information about the current broadband fault according to the fault report, and generating a first scenario-based fault work order according to the first scenario-based information, specifically including: Accept broadband users' reports of current broadband faults through voice or text; Performing a first online diagnosis on the user's broadband according to the fault reporting information to diagnose the fee information of the user's broadband account and the first network indicator on the operator side. If the current broadband fault cannot be eliminated according to the fee information and the first network indicator, obtaining the broadband device information of the broadband user; Compare the fault information and broadband device information with the historical broadband fault information in the broadband fault handling knowledge base to obtain the first scenario information of the current broadband fault, which is one of the following five: broadband cannot access the Internet, Internet freeze / disconnection / delay / weak signal / unstable / webpage cannot be opened, slow Internet speed, weak home WIFI signal / unable to use WIFI, network speed does not match the optical modem router; According to the fault reporting information, broadband device information and the first scenario information, a first scenario fault work order is obtained in combination.

3. The method according to claim 2, characterized in that Perform the first online diagnosis of the user's broadband according to the fault information to diagnose the fee information of the user's broadband account and the first network indicator on the operator side. If the current broadband fault cannot be eliminated according to the fee information and the first network indicator, obtain the broadband device information of the broadband user, including: Obtain the user's broadband account number based on the fault reporting information, automatically check whether the user's broadband account has any outstanding fees, and if so, inform the user to pay the fees; If there is no outstanding payment, the user's broadband geographical location is obtained based on the fault reporting information, and the first network indicator on the operator's side of the user's broadband geographical location is checked. If the first network indicator is abnormal, the network fault maintenance engineer is notified to repair the network; If the first network indicator is normal, at least one of basic device information, device connection information, device configuration information and device signal distribution information of the user's broadband is obtained from the broadband user by voice or text.

4. The method according to any one of claims 1 to 3, characterized in that: Obtaining a first processing suggestion for the current broadband fault according to the first scenario-based fault work order, feeding back the first processing suggestion to the broadband user, so that the broadband user processes the current broadband fault according to the first processing suggestion and feeds back the first processing result, obtaining second scenario-based information of the current broadband fault according to the first processing result, and generating a second scenario-based fault work order according to the second scenario-based information, specifically including: Compare the historical broadband fault information in the broadband fault processing knowledge base according to the first scenario-based fault work order to obtain the second scenario-based information classification subdivided under the first scenario-based information and the first processing suggestion for each type of the second scenario-based information; Performing a second online diagnosis on the user's broadband according to the first processing suggestion, including guiding the broadband user to debug the user's broadband according to the first processing suggestion by voice or text, and using a remote tool to test a second network indicator on the user's broadband side during the debugging process. If the second network indicator is normal after debugging, informing the user that the current broadband fault has been resolved; If the second network indicator is abnormal after debugging, determine the second scenario information corresponding to the abnormal second network indicator, and compare the historical broadband fault information in the broadband fault processing knowledge base according to the corresponding second scenario information to obtain a second processing suggestion corresponding to the historical maintenance experience; According to the fault reporting information, the second scenario information and the second processing suggestion, a second scenario fault work order is obtained in combination.

5. The method according to claim 4, characterized in that After sending the second scenario-based fault work order to the broadband fault maintenance engineer terminal so that the broadband fault maintenance engineer repairs the current broadband fault for the broadband user, the method further includes: Receive consultation questions from broadband fault maintenance engineers' terminals, and provide remote guidance to broadband fault maintenance engineers by combining the artificial middle platform and broadband fault handling knowledge base.

6. A user broadband fault reporting processing device, characterized in that: The device comprises: A first scenario-based unit is used to accept a fault report from a broadband user about a current broadband fault, obtain first scenario-based information about the current broadband fault according to the fault report, and generate a first scenario-based fault work order according to the first scenario-based information; The second scenario-based unit is connected to the first scenario-based unit and is used to obtain a first processing suggestion for the current broadband fault according to the first scenario-based fault work order, and feed back the first processing suggestion to the broadband user, so that the broadband user processes the current broadband fault according to the first processing suggestion and feeds back the first processing result, obtains second scenario-based information of the current broadband fault according to the first processing result, and generates a second scenario-based fault work order according to the second scenario-based information; The dispatching unit is connected to the second scenario unit and is used to send the second scenario fault work order to the broadband fault maintenance engineer terminal, so that the broadband fault maintenance engineer can repair the current broadband fault for the broadband user at home.

7. The device according to claim 6, characterized in that The first scenario unit specifically includes: The acceptance module is used to accept the fault reporting information of the current broadband fault reflected by the broadband users through voice or text; A diagnosis module, connected to the acceptance module, for performing a first online diagnosis on the user's broadband according to the fault reporting information, so as to diagnose the fee information of the user's broadband account and the first network indicator of the operator side, and if the current broadband fault cannot be eliminated according to the fee information and the first network indicator, obtaining the broadband device information of the broadband user; The knowledge base module is connected to the diagnosis module and is used to compare the fault information and broadband device information with the historical broadband fault information in the broadband fault handling knowledge base to obtain the first scenario information of the current broadband fault, which is one of the following five: broadband cannot access the Internet, Internet freeze / disconnection / delay / weak signal / unstable / webpage cannot be opened, slow Internet speed, weak home WIFI signal / unable to use WIFI, and network speed does not match the optical modem router; The work order module is connected to the knowledge base module, and is used to obtain a first scenario-based fault work order based on the fault reporting information, broadband device information and the first scenario-based information.

8. The device according to claim 7, characterized in that Diagnostic module, including: The arrears diagnosis submodule is used to obtain the user's broadband account according to the fault information, automatically check whether the user's broadband account has arrears, and if so, inform the user to pay the fee; The network diagnosis submodule is connected to the arrears diagnosis submodule and is used to obtain the user's broadband geographical location according to the fault reporting information if there is no arrears, and to check the first network indicator of the operator side of the user's broadband geographical location. If the first network indicator is abnormal, the network fault maintenance engineer is notified to repair the network; The device diagnosis submodule is connected to the network diagnosis submodule and is used to obtain at least one of the basic device information, device connection information, device configuration information and device signal distribution information of the user's broadband from the broadband user by voice or text if the first network indicator is normal.

9. The device according to any one of claims 6 to 8, characterized in that: The second scenario unit specifically includes: A knowledge base module, used for comparing historical broadband fault information in a broadband fault processing knowledge base according to the first scenario-based fault work order, so as to obtain a classification of second scenario-based information subdivided under the first scenario-based information and a first processing suggestion for each type of second scenario-based information; The diagnosis module is connected to the knowledge base module and is used to perform a second online diagnosis on the user broadband according to the first processing suggestion, including guiding the broadband user to debug the user broadband according to the first processing suggestion by voice or text, and using a remote tool to test the second network indicator on the user broadband side during the debugging process. If the second network indicator is normal after debugging, the user is informed that the current broadband fault has been resolved; The knowledge base module is further used to determine, if the second network indicator is abnormal after debugging, second scenario information corresponding to the abnormal second network indicator, and compare the historical broadband fault information in the broadband fault processing knowledge base according to the corresponding second scenario information to obtain a second processing suggestion corresponding to the historical maintenance experience; The work order module is connected to the knowledge base module, and is used to obtain the second scenario-based fault work order based on the fault reporting information, the second scenario-based information and the second processing suggestion.

10. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores a computer program. When the computer program is executed by the processor, the method for processing user broadband fault reports as described in any one of claims 1 to 5 or the device for processing user broadband fault reports as described in any one of claims 6 to 9 is implemented.

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