Product, user and service oriented information processing method and system

Abstract

The invention discloses a user, product and service oriented information processing method and system, a user evaluates the use of a product through an evaluation terminal, when a service platform judges that a service intervention condition is satisfied according to the evaluation information, the evaluation information is extracted to obtain evaluation keywords, the types of the evaluation keywords are distinguished, and the service intervention condition is satisfied. When the evaluation keyword is a product type keyword, the service platform creates a service process and sends the service process to the service terminal of the product, and after-sale maintenance can be started in time after an after-sale or maintenance worker knows the product problem of the user through the service terminal; when the evaluation keyword is an operation type keyword, the service platform creates a communication process and sends the communication process to the evaluation terminal, a user can establish communication connection with a customer service of the product based on the communication process, and the customer service provides operation-related services for the user; therefore, user-product-service closed-loop processing is formed, the complaint possibility of the user is reduced, and the service quality of the product is improved.

Description

Technical Field

[0001] The present invention belongs to the technical field of washing machines, and in particular, relates to an information processing method and system for washing machines. Background Art

[0002] As users place higher demands on washing machine functionality and results, washing machine programs and functions are becoming increasingly complex. This complexity leads to higher demands on washing machine production standards, which not only leads to poor user experience but also increases the likelihood of machine failure.

[0003] In order to improve the user experience, product manufacturers usually provide product usage evaluation channels or product service evaluation channels, such as providing an evaluation interface on the product APP of the user terminal to guide users to evaluate the product or the product's services; product evaluation information or service evaluation information can promote product manufacturers to improve product functions or improve service quality, which is beneficial for product manufacturers to improve product quality or service quality. Summary of the Invention

[0004] The purpose of the present invention is to propose an information processing method and system for products, users and services, establish a closed-loop evaluation system of users, products and services, so that users' evaluation information on products can be directly linked to services, realizing a closed-loop processing from problem occurrence, problem feedback to problem resolution.

[0005] The present invention is achieved by adopting the following technical solutions: A method for processing information for users, products and services, comprising: The evaluation terminal collects user evaluation information on the product and sends the evaluation information to the service platform; The service platform accumulates the user's evaluation information, and when the evaluation information meets the service intervention conditions, extracts the evaluation information to obtain evaluation keywords; When the evaluation keyword is a product keyword, the service platform creates a service process and pushes the created service process to the service terminal; When the evaluation keyword is an operation keyword, the service platform creates a communication process and pushes the created communication process to the evaluation terminal.

[0006] Compared with the prior art, the advantages and positive effects of the present invention are as follows: In the information processing method for users, products and services proposed by the present invention, the user makes an evaluation of the product usage through the evaluation terminal, and the evaluation information is sent by the evaluation terminal to the service platform, which is given after each use of the product by the user or actively collected from the user side by the system according to a set period; the service platform accumulates the evaluation information of the user, and judges whether to enter the service node according to the evaluation information. When the evaluation information meets the service intervention condition, the evaluation keywords are extracted from the evaluation information, and the types of the evaluation keywords are distinguished. When the evaluation keyword is a product type keyword, the service platform creates a service process and sends the service process to the service terminal of the product. After the after-sales or maintenance personnel learn about the product problems of the user through the service terminal, they can start after-sales maintenance in time; when the evaluation keyword is an operation type keyword, the service platform creates a communication process and sends the communication process to the evaluation terminal. The user can establish a communication connection with the customer service of the product based on the communication process, and the customer service provides services related to operations to the user; through the information processing method proposed by the present invention, the evaluation of the product by the user can be directly associated with the service, forming a closed-loop processing of user - product - service. When the user is not familiar with or dissatisfied with the operation of the product, operation guidance can be provided to the user online through the communication process. When there are problems with the product quality, after-sales maintenance can be started through the service process, without the user reporting maintenance services through other means, reducing the possibility of user complaints and improving the service quality of the product, realizing the closed-loop processing from problem occurrence, problem feedback to problem solution.

[0007] In some embodiments of the present invention, the method further includes: After the product is used, the service platform pushes a first evaluation process to the evaluation terminal; the first evaluation process is used to guide the user to make a grade evaluation of the current product usage; When the made grade evaluation is higher than a preset grade, the service platform pushes a second evaluation process to the evaluation terminal; the second evaluation process is used to guide the user to input the evaluation keyword for the current product usage.

[0008] In this embodiment, after the user finishes using the product, the service platform pushes a first evaluation process to the evaluation terminal. This first evaluation process guides the user to make a rating evaluation of the current product usage. For example, the experience of using the product is divided into four levels: very satisfied, satisfied, dissatisfied, and very dissatisfied. When the dissatisfied level is set as the preset level, if the user gives a dissatisfied or very dissatisfied evaluation, the service platform then pushes a second evaluation process to the evaluation terminal, guiding the user to input evaluation keywords for the current product usage. For example, when the user is dissatisfied with the operation process, through the options or text input provided by the second evaluation process, the user enters keywords related to the operation. When the user questions the product quality, through the options or text input provided by the second evaluation process, the user enters keywords related to the product quality. Thus, after receiving the evaluation information feedback by the user, the service platform can accurately judge the user's needs based on the evaluation information.

[0009] In some embodiments of the present invention, the method further includes: Setting the service intervention condition as: the number of times the rating evaluation is higher than the preset level.

[0010] The service platform can set the service intervention condition according to different products. For example, it is set to start the second evaluation process after the user has given three dissatisfied evaluations, and to start the second evaluation process immediately after the user gives one very dissatisfied evaluation.

[0011] In some embodiments of the present invention, the method further includes: During a specified node in the product usage period, the evaluation terminal pushes a question - answering request to the user; After receiving the confirmation instruction for the question - answering request, start the question - answering process; the question - answering process is used to push operation guidance for the specified node.

[0012] In this embodiment, during a specified node in the product usage period, such as the washing program selection node of a washing machine, or the startup node of a dryer, etc., a question - answering request is pushed to the user, asking the user whether they need operation guidance. When the user confirms the question - answering request through controls, voice, gestures, etc., operation guidance related to the specified node is pushed to the user, thereby reducing the user's operation difficulty and improving the user's usage experience.

[0013] In some embodiments of the present invention, the method further includes: The service platform collects the evaluation information of different users for the same product; Extract the evaluation keywords from the evaluation information of different users for the same product; When the proportion of the evaluation keywords exceeds the set proportion, generate a product maintenance prompt.

[0014] In this embodiment, for the same product, the service platform collects the evaluation information given by different users, extracts the keywords of the evaluation of the product by different users, and analyzes the proportion of each evaluation keyword. When the proportion of a certain evaluation keyword exceeds the preset ratio, it means that the operation or product quality corresponding to the evaluation keyword makes users less satisfied. Then, a product maintenance prompt related to the corresponding evaluation keyword is generated. The product maintenance prompt can update data according to the set cycle, enabling the manufacturer to rectify and improve the operation or quality of the product based on the prompt, and realizing the direct feedback path of user - product - manufacturer.

[0015] An information processing system for users, products and services is proposed, which consists of an evaluation terminal, a service terminal and a service platform; among them, The evaluation terminal is used to collect the evaluation information of the product by the user and send the evaluation information to the service platform; The service platform is used to receive and accumulate the evaluation information of the user, extract the evaluation keywords when the evaluation information meets the service intervention conditions; when the evaluation keyword is a product - type keyword, create a service process and push the created service process to the service terminal; when the evaluation keyword is an operation - type keyword, create a communication process and push the created communication process to the evaluation terminal.

[0016] Compared with the prior art, the advantages and positive effects of the present invention are as follows: In the information processing system for users, products and services proposed by the present invention, the user holds an evaluation terminal, which can be the user's handheld terminal or the product itself; the service provider uses a service terminal; the user makes an evaluation on the use of the product through the evaluation terminal, and the evaluation information is sent by the evaluation terminal to the service platform. The service platform accumulates the evaluation information of this user, and judges whether to enter the service node according to the evaluation information. When the evaluation information meets the service intervention condition, the evaluation information is extracted to obtain evaluation keywords, and the types of the evaluation keywords are distinguished. When the evaluation keyword is a product type keyword, the service platform creates a service process and sends the service process to the service terminal of the product. After the after-sales or maintenance personnel learn about the product problems of this user through the service terminal, they can start after-sales maintenance in time; when the evaluation keyword is an operation type keyword, the service platform creates a communication process and sends the communication process to the evaluation terminal. The user can establish a communication connection with the customer service of the product based on the communication process, and the customer service provides the user with services related to operations; through the information processing system proposed by the present invention, the evaluation of the product by the user can be directly associated with the service, forming a closed-loop processing of user-product-service. When the user is not familiar with or dissatisfied with the operation of the product, operation guidance can be provided to the user online through the communication process. When there are problems with the product quality, after-sales maintenance can be started through the service process, without the user reporting the maintenance service through other means, reducing the possibility of user complaints and improving the service quality of the product, realizing the closed-loop processing from problem occurrence, problem feedback to problem solution.

[0017] In some embodiments of the present invention, the service platform is used for: After the product is used, push a first evaluation process to the evaluation terminal; the first evaluation process is used to guide the user to make a grade evaluation on the use of the product this time; When the made grade evaluation is higher than the preset grade, push a second evaluation process to the evaluation terminal; the second evaluation process is used to guide the user to input the evaluation keyword for the use of the product this time.

[0018] In some embodiments of the present invention, the evaluation terminal is further used for: At a specified node during the use of the product, the evaluation terminal pushes a question-and-answer request to the user; After receiving the confirmation instruction for the question-and-answer request, start a question-and-answer process; the question-and-answer process is used to push operation guidance for the specified node.

[0019] In some embodiments of the present invention, the service platform is further used for: Collect the evaluation information of different users on the same product; Extract the evaluation keywords from the evaluation information of different users on the same product; Generate a product maintenance prompt when the proportion of product keywords exceeds the set ratio.

[0020] In some embodiments of the present invention, the service platform is further configured to Set the service intervention condition as: the number of times the level evaluation is higher than the preset level.

[0021] After reading the detailed description of the embodiments of the present invention in conjunction with the accompanying drawings, other features and advantages of the present invention will become clearer. BRIEF DESCRIPTION OF THE DRAWINGS

[0022] To more clearly illustrate the technical solutions of the embodiments of the present invention, the following will briefly introduce the accompanying drawings required for the description of the embodiments. Obviously, the accompanying drawings in the following description are only some embodiments of the present invention. For those of ordinary skill in the art, without creative efforts, other drawings can be obtained based on these drawings.

[0023] Figure 1 Schematic of the information processing method for users, products and services proposed by the present invention; Figure 2 System architecture of the information processing system for users, products and services proposed by the present invention; Figure 3 System architecture of the information processing system for users, products and services proposed by the present invention; Figure 4 Step implementation of the information processing method for users, products and services given in an embodiment of the present invention. DETAILED DESCRIPTION OF THE EMBODIMENTS

[0024] The following will clearly and completely describe the technical solutions in the embodiments of the present invention in conjunction with the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some embodiments of the present invention, rather than all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those of ordinary skill in the art without creative efforts belong to the scope of protection of the present invention.

[0025] In the description of the present invention, it should be understood that the orientation or positional relationship indicated by the terms "center", "upper", "lower", "front", "rear", "left", "right", "vertical", "horizontal", "top", "bottom", "inner", "outer", etc. is based on the orientation or positional relationship shown in the accompanying drawings, and is only for the convenience of describing the present invention and simplifying the description, rather than indicating or implying that the device or element referred to must have a specific orientation, be constructed and operated in a specific orientation, and therefore should not be construed as a limitation of the present invention.

[0026] In the description of the present invention, it should be noted that, unless otherwise clearly specified and defined, the terms "installation", "connection", and "coupling" should be understood in a broad sense. For example, it may be a fixed connection, a detachable connection, or an integral connection. For those of ordinary skill in the art, the specific meanings of the above terms in the present invention can be understood according to specific circumstances. In the description of the above embodiments, specific features, structures, materials, or characteristics may be combined in a suitable manner in any one or more embodiments or examples.

[0027] The terms "first" and "second" are only used for descriptive purposes and cannot be construed as indicating or implying relative importance or implicitly specifying the quantity of the indicated technical features. Thus, the features defined with "first" and "second" may explicitly or implicitly include one or more of such features. In the description of the present invention, unless otherwise stated, the meaning of "a plurality of" is two or more.

[0028] The information processing method for users, products, and services proposed by the present invention is executed in conjunction with the information processing system for users, products, and services as shown in Figure 2 or Figure 3 shown, and includes the following steps: Figure 1 shown, including the following steps: S1: The evaluation terminal collects the evaluation information of the user on the product and sends the evaluation information to the service platform.

[0029] As Figure 2 shown, the evaluation terminal 1 may be a user terminal with a product APP and capable of remotely controlling the product. The user can objectively evaluate the function, experience, and quality of the product through the evaluation terminal; the user terminal collects the evaluation information of the user on the used product and sends the evaluation information to the service platform 2.

[0030] As Figure 3 shown, the evaluation terminal 1 may also be the product itself. The product provides an evaluation means, such as the control panel or touch interface of the product. The user can objectively evaluate the function, experience, quality, etc. of the product through the control panel or touch interface when using the product; the product collects the evaluation information of the user on its use and sends the evaluation information to the service platform 2.

[0031] The evaluation information at least includes the content of the evaluation, user identity data, and product identity data.

[0032] After receiving the evaluation information feedback by each user, the service platform 2 establishes a profile for each user based on the user identity data, associates the product used by the user based on the product identity data, and records the evaluation information of the user on the product.

[0033] S2: The service platform accumulates the evaluation information of users, and when the evaluation information meets the service intervention condition, extracts the evaluation information to obtain evaluation keywords.

[0034] Users can make evaluations of a product after each use or at any time through a dedicated evaluation unit. The service platform stores all the evaluation information feedback by users based on the profiles established for them.

[0035] The service intervention condition is the switching condition from user - product to user - product - service, such as the evaluation that the user is not satisfied with the service or quality of the product, such as negative words obtained after semantic analysis of the user's evaluation information, etc.

[0036] When the evaluation information feedback by the user meets the service intervention condition, the service platform extracts the evaluation keywords in the evaluation information. The evaluation keywords at least include product - type keywords related to product quality and operation - type keywords related to product use. Product - type keywords are, for example, product components + quality - related words, and operation - type keywords are, for example, product components + operation - related words.

[0037] In practical applications, users can be guided to select evaluation information containing pre - set keywords, or after the user inputs evaluation text, the evaluation keywords can be obtained through semantic analysis of the evaluation text.

[0038] S3: When the evaluation keyword is a product - type keyword, the service platform creates a service process and pushes the created service process to the service terminal.

[0039] The service process aims to generate a service instruction, which at least includes user identity data, product identity data, product - type keywords, and the user's evaluation information of the product.

[0040] After the after - sales or maintenance personnel learn about the product problem through the service terminal, they take the initiative to contact the user and establish an after - sales maintenance procedure, such as determining the on - site maintenance time or the product return and exchange channel, etc., thus realizing the direct connection of user - product - service. The user directly enters the after - sales or maintenance service through the evaluation of the product, eliminating the need for the user to communicate with the service provider through a dedicated after - sales channel in the prior art, improving the user experience and also improving the service quality of the product.

[0041] S4: When the evaluation keyword is an operation - type keyword, the service platform creates a communication process and pushes the created communication process to the evaluation terminal.

[0042] With the increasing diversification of the functions of intelligent products, the operation difficulty of the products is also getting higher and higher. Especially for people who are not familiar with intelligent operations or for the first use of the products, there are more or less operation difficulties when using the products. In the present invention, the communication process aims to establish a customer service communication channel for users. Here, the customer service can be a human customer service or an intelligent AI customer service. The user uses the evaluation terminal to establish a connection with the customer service through this communication channel and directly obtains operation guidance or operation instructions from the customer service.

[0043] Based on the above-mentioned information processing method for users, products and services, the user makes an evaluation of the product through the evaluation terminal, and the evaluation information is sent by the evaluation terminal to the service platform, which is given after each use of the product by the user or actively collected by the system from the user side according to the set cycle; the service platform accumulates the evaluation information of the user, judges whether to enter the service node according to the evaluation information, and when the evaluation information meets the service intervention condition, extracts the evaluation information to obtain evaluation keywords, differentiates the types of evaluation keywords. When the evaluation keyword is a product type keyword, the service platform creates a service process and sends the service process to the service terminal of the product. After the after-sales or maintenance personnel learn about the product problems of the user through the service terminal, they can start after-sales maintenance in time; when the evaluation keyword is an operation type keyword, the service platform creates a communication process and sends the communication process to the evaluation terminal. The user can establish a communication connection with the customer service of the product based on the communication process, and the customer service provides services related to operations to the user; through the information processing method proposed by the present invention, the evaluation of the product by the user can be directly associated with the service, forming a closed-loop processing of user-product-service. When the user is not familiar with or dissatisfied with the operation of the product, operation guidance can be provided to the user online through the communication process. When there are problems with the product quality, after-sales maintenance can be started through the service process, without the user reporting maintenance services through other means, reducing the possibility of user complaints and improving the service quality of the product, realizing the closed-loop processing from problem occurrence, problem feedback to problem solution.

[0044] In some embodiments of the present invention, taking the product as a washing machine and the evaluation terminal including both the washing machine and the user terminal as an example, as Figure 4 shown, the following steps are included: S41: After the washing machine is used up, the service platform pushes a first evaluation process to the evaluation terminal.

[0045] This first evaluation process is used to guide the user to make a grade evaluation of the current use of the washing machine. The washing machine pushes this first evaluation process on the display screen of its control panel.

[0046] In this embodiment, the first evaluation process pushes four evaluation grade options: first - very satisfied, second - satisfied, third - dissatisfied, and fourth - very dissatisfied.

[0047] The user can make a selection based on the experience of using the washing machine this time.

[0048] S42: The evaluation terminal sends the first evaluation information fed back by the user to the service platform.

[0049] After receiving the first evaluation information fed back by the user, the service platform 2 finds the product file established for this user based on the user identity data, determines the product used by the user based on the product identity data, and stores this evaluation information in its file data.

[0050] S43: If the evaluation level included in the first evaluation information is higher than the preset level, the service platform pushes a second evaluation process to the evaluation terminal.

[0051] For example, if the preset level is level three - very dissatisfied, then when the level evaluation fed back by the user includes level three - dissatisfied and level four - very dissatisfied, a second evaluation process is pushed to the evaluation terminal. This second evaluation process is used to guide the user to input evaluation keywords for the situation of using the washing machine locally.

[0052] Specifically, this second evaluation process provides a selection list for the user to choose. This selection list implies the evaluation keywords set by the system. The user selects the corresponding option to feedback the operation problems or product quality problems that are not satisfactory.

[0053] Alternatively, the user can input the dissatisfaction matters regarding the operation and / or the product quality by themselves.

[0054] In this embodiment, when the level evaluation fed back by the user is lower than the preset level, the evaluation process ends.

[0055] After the user makes the second evaluation, the evaluation terminal sends the second evaluation information to the service platform, and the service platform stores it in the product file of this user.

[0056] S44: The service platform determines whether the user evaluation meets the service intervention condition. When it meets, it extracts the evaluation information to obtain the evaluation keywords.

[0057] After the user makes an evaluation, the service platform judges the evaluation level. If the user is very dissatisfied, it extracts the evaluation keywords and judges whether the user is dissatisfied with the operation or the product quality. If the user is dissatisfied, it reads the historical evaluation data of the user and judges the number of dissatisfied evaluations. If the number of dissatisfied evaluations is higher than the specified number, it extracts the evaluation keywords at each evaluation and judges whether the user is dissatisfied with the operation or the product quality.

[0058] S45: When the evaluation keyword is a product - type keyword, the service platform creates a service process and pushes the created service process to the service terminal.

[0059] After the after-sales or maintenance personnel learn about the product problems through the service terminal, they take the initiative to contact the user and establish an after-sales maintenance procedure, such as determining the on-site maintenance time or the channel for product return and replacement, etc., thus realizing the direct connection of user - product - service. The user directly enters the after-sales or maintenance service through the evaluation of the product, eliminating the way that in the prior art, the user needs to communicate with the service provider through a dedicated after-sales channel for after-sales or maintenance, improving the user experience and also improving the service quality of the product.

[0060] S46: When the evaluation keyword is an operation keyword, the service platform creates a communication process and pushes the created communication process to the evaluation terminal.

[0061] The user can obtain operation guidance or operation instructions based on their user terminal or the washing machine with the help of the customer service.

[0062] In some embodiments of the present invention, in order to improve the product operation experience, at a specified node during the product use period, an inquiry request is pushed to the user through the evaluation terminal, asking the user whether they need operation guidance. The specified node is a node where operation complexity may exist, such as the washing program selection node of the washing machine, the node for modifying the washing temperature of the washing machine, etc. Through the operation guidance, the user can be guided to select the most suitable washing program for different washing situations, or operation guidance can be provided to new users, etc.

[0063] After the user confirms the inquiry request by triggering a confirmation button, a confirmation control, voice, gesture, etc., an operation guidance related to the specified node is pushed to the user through the evaluation terminal. The operation guidance is given in the form of text, pictures, and voice, enabling the user to familiarize themselves with the operation process according to the operation guidance, thereby reducing the user operation difficulty, improving the user experience, and also improving the product quality.

[0064] In some embodiments of the present invention, for the same product, the service platform collects the evaluation information of different users on the same product, extracts the evaluation keywords in the evaluation information, and counts the proportion of each evaluation keyword. When the proportion of a certain evaluation keyword exceeds the preset proportion, it means that the operation or product quality corresponding to the evaluation keyword makes the user dissatisfied to a relatively high degree. Then, a product maintenance prompt related to the corresponding evaluation keyword is generated. The product maintenance prompt can update the data according to the set period, enabling the manufacturer to rectify and improve the operation or quality of the product based on the prompt, realizing the direct feedback path of user - product - manufacturer.

[0065] Based on the above-mentioned information processing method oriented to users, products, and services, the present invention proposes an execution system for executing this information processing method, as Figure 2 and Figure 3 shown, including: Evaluation terminal 1 is used to collect users' evaluation information about the product and send the evaluation information to service platform 2. This evaluation terminal can be a different terminal independent of the product or the product itself.

[0066] Service platform 2 is used to receive and accumulate users' evaluation information. When the evaluation information meets the service intervention condition, it extracts the evaluation information to obtain evaluation keywords. When the evaluation keyword is a product - type keyword, it creates a service process and pushes the created service process to service terminal 3. When the evaluation keyword is an operation - type keyword, it creates a communication process and pushes the created communication process to evaluation terminal 1.

[0067] In some embodiments of the present invention, service platform 2 is further used to push a first evaluation process to evaluation terminal 1 after the product is used. This first evaluation process is used to guide the user to make a grade evaluation on the current use of the product. When the made grade evaluation is higher than the preset grade, it pushes a second evaluation process to evaluation terminal 1. The second evaluation process is used to guide the user to input an evaluation keyword for the current use of the product.

[0068] In some embodiments of the present invention, evaluation terminal 1 is further used to push a question - answering request to the user at a specified node during the product use. After receiving the confirmation instruction for the question - answering request, it starts a question - answering process. The question - answering process is used to push operation guidance for the specified node.

[0069] In some embodiments of the present invention, service platform 2 is further used to collect the evaluation information of different users on the same product, extract the evaluation keywords from the evaluation information of different users on the same product, and generate a product maintenance prompt when the proportion of product keywords exceeds the set ratio.

[0070] Specifically, the information - processing method of this information - processing system for users, products, and services has been described in detail in the above embodiments and will not be elaborated here.

[0071] It should be noted that in the specific implementation process, the above - mentioned control part can be implemented by a processor in hardware form executing computer - executable instructions in software form stored in the memory, which will not be elaborated here. And the programs corresponding to the actions executed by the above - mentioned control circuit can all be stored in the computer - readable storage medium of the system in software form, so as to facilitate the processor to call and execute the operations corresponding to each above - mentioned module.

[0072] The computer - readable storage medium mentioned above can include volatile memory, such as random - access memory; it can also include non - volatile memory, such as read - only memory, flash memory, hard disk, or solid - state drive; it can also include a combination of the above - mentioned types of memory.

[0073] The processor mentioned above can also be a general term for multiple processing elements. For example, the processor can be a central processing unit, or it can be other general-purpose processors, digital signal processors, application-specific integrated circuits, field-programmable gate arrays or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc. The general-purpose processor can be a microprocessor or any conventional processor, etc., and can also be a dedicated processor.

[0074] It should be noted that the above description is not a limitation on the present invention, and the present invention is not limited to the above examples. Changes, modifications, additions or substitutions made by those of ordinary skill in the art within the scope of the essence of the present invention should also fall within the protection scope of the present invention.

Claims

1. An information processing method for users, products and services, characterized in that Including: The evaluation terminal collects the evaluation information of the user on the product and sends the evaluation information to the service platform; The service platform accumulates the evaluation information of the user, and when the evaluation information meets the service intervention condition, extracts the evaluation information to obtain evaluation keywords; When the evaluation keyword is a product - type keyword, the service platform creates a service process and pushes the created service process to the service terminal; When the evaluation keyword is an operation - type keyword, the service platform creates a communication process and pushes the created communication process to the evaluation terminal.

2. The information processing method for users, products and services according to claim 1, wherein The method further includes: After the product is used, the service platform pushes a first evaluation process to the evaluation terminal; the first evaluation process is used to guide the user to make a grade evaluation on the current use of the product; When the made grade evaluation is higher than the preset grade, the service platform pushes a second evaluation process to the evaluation terminal; the second evaluation process is used to guide the user to input the evaluation keyword for the current use of the product.

3. The information processing method for users, products and services according to claim 1, characterized in that The method further includes: At a specified node during the product use period, the evaluation terminal pushes a question - answering request to the user; After receiving the confirmation instruction for the question - answering request, start a question - answering process; the question - answering process is used to push operation guidance for the specified node.

4. The information processing method for users, products and services according to claim 1, wherein The method further includes: The service platform collects the evaluation information of different users on the same product; Extracts the evaluation keywords from the evaluation information of different users on the same product; When the proportion of the evaluation keywords exceeds the set ratio, generates a product maintenance prompt.

5. The information processing method for users, products and services according to claim 2, characterized in that, The method further includes: Sets the service intervention condition as: the number of times that the grade evaluation is higher than the preset grade.

6. An information processing system for users, products and services, characterized in that, It consists of an evaluation terminal, a service terminal and a service platform; where The evaluation terminal is used to collect the evaluation information of the user on the product and send the evaluation information to the service platform; The service platform is used to receive and accumulate the evaluation information of the user, when the evaluation information meets the service intervention condition, extract the evaluation information to obtain evaluation keywords; when the evaluation keyword is a product - type keyword, create a service process and push the created service process to the service terminal; when the evaluation keyword is an operation - type keyword, create a communication process and push the created communication process to the evaluation terminal.

7. The information processing system for users, products and services according to claim 6, characterized in that, The service platform is used for: After the product is used, push a first evaluation process to the evaluation terminal; the first evaluation process is used to guide the user to make a grade evaluation on the current use of the product; When the made grade evaluation is higher than the preset grade, push a second evaluation process to the evaluation terminal; the second evaluation process is used to guide the user to input the evaluation keyword for the current use of the product.

8. The information processing system for users, products and services according to claim 6, characterized in that The evaluation terminal is also used for: At a specified node during the product use period, the evaluation terminal pushes a question - answering request to the user; After receiving the confirmation instruction for the question - answering request, start a question - answering process; The question - answering process is used to push operation guidance for the specified node.

9. The information processing system for users, products and services according to claim 6, characterized in that, The service platform is also used for: Collecting the evaluation information of different users on the same product; Extracting the evaluation keywords from the evaluation information of different users on the same product; When the proportion of the evaluation keywords exceeds the set ratio, generating a product maintenance prompt.

10. The information processing system for users, products and services according to claim 7, wherein The service platform is also used for setting the service intervention condition as: the number of times of level evaluation higher than the preset level.

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