Fault processing method and device for household appliance and storage medium
By combining cloud server with fault identification model, the fault type and cause of home appliances can be automatically identified, which solves the problems of low efficiency and misjudgment in the existing technology and realizes efficient and accurate fault handling and improved user experience.
Patent Information
- Authority / Receiving Office
- CN · China
- Patent Type
- Applications(China)
- Current Assignee / Owner
- Filing Date
- 2024-09-12
- Publication Date
- 2026-03-13
AI Technical Summary
Existing methods for troubleshooting home appliances rely on manual judgment, resulting in low efficiency, poor user experience, and a high probability of misjudgment.
The system acquires fault handling data of home appliances through cloud servers, uses a pre-trained fault identification model to automatically identify fault types, causes and handling measures, provides the data to the fault handling terminal, and supports cyclical training with feedback information to improve model accuracy.
It improves the accuracy and efficiency of fault diagnosis, enhances the user experience, provides effective handling measures, and reduces misjudgments and operational complexity.
Smart Images
Figure CN121660698A_ABST
Abstract
Description
Technical Field
[0001] This application belongs to the field of smart home appliance technology, specifically relating to a fault handling method, device, and storage medium for home appliances. Background Technology
[0002] With the increasing popularity of smart home appliances, users' demand for after-sales maintenance services is growing. Currently, the usual way to handle faults in smart home appliances is for users to contact after-sales maintenance personnel by phone after discovering that the device has malfunctioned. After arriving at the site, the after-sales maintenance personnel will inspect the device based on the fault description provided by the user. Based on their experience and professional knowledge, the after-sales maintenance personnel will determine the type of fault in the smart home appliance and take corresponding repair measures.
[0003] However, existing methods for troubleshooting home appliances rely solely on manual assessment of smart home appliance malfunctions. This approach is not only inaccurate but may also lead to misjudgments, resulting in low troubleshooting efficiency and a poor user experience. Summary of the Invention
[0004] This application provides a method, device, and storage medium for troubleshooting home appliances, in order to solve the problems of low troubleshooting efficiency and poor user experience in existing troubleshooting methods for home appliances.
[0005] Firstly, this application provides a method for troubleshooting household appliances, applied to a cloud server, the method comprising:
[0006] The fault handling data of the home appliance is obtained, and the fault handling data includes at least one or more of the following: data reported by the home appliance, detection data of the home appliance detected by the fault diagnosis tool, and fault on-site confirmation data.
[0007] The fault handling data is input into the fault identification model to obtain the first fault identification result output by the fault identification model. The first fault identification result includes: fault type, one or more fault causes, confidence level of each fault cause, and handling measures corresponding to each fault cause.
[0008] The fault identification results are sent to the fault processing terminal.
[0009] Optionally, the data reported by the home appliance shall include at least one or more of the following: environmental data of the environment in which the home appliance is located, equipment operation data of the home appliance, and usage records and fault records of the home appliance;
[0010] The test data includes at least one or more of the following: electrical parameters and performance data of mechanical components.
[0011] Optionally, the method further includes:
[0012] Receive fault handling feedback information sent by the terminal, the fault handling feedback information including the handling measures taken and the handling results;
[0013] If the processing result is a failure, then new fault processing data for the home appliance is obtained again;
[0014] The new fault handling data and the fault handling feedback information are input into the fault identification model to obtain the second fault identification result output by the fault identification model.
[0015] Optionally, the fault type in the second fault identification result is different from that in the first fault identification result;
[0016] Alternatively, if the fault type in the second fault identification result and the first fault identification result are the same, the second fault identification result does not include the adopted treatment measures and the fault cause corresponding to the adopted treatment measures.
[0017] Alternatively, if the fault type and fault cause are the same in the second fault identification result and the first fault identification result, the handling measures corresponding to the fault cause are different.
[0018] Optionally, the method further includes:
[0019] Based on the fault processing data, the fault identification results, and the fault processing feedback information, the fault identification model is retrained to update the parameters of the fault identification model.
[0020] Optionally, before acquiring the fault handling data of the home appliance, the method further includes:
[0021] Based on the data reported by the home appliances, the initial result of fault identification of the home appliances is determined;
[0022] The initial fault identification result is sent to the terminal, and the initial fault identification result is used to assist in obtaining the detection data and the fault site confirmation data.
[0023] Optionally, the processing measures include the component to be operated, and an operation diagram or operation demonstration video for the component to be operated.
[0024] Secondly, this application provides a method for troubleshooting household appliances, applied to a troubleshooting terminal, the method comprising:
[0025] Acquire test data from home appliances tested using fault diagnosis tools, and / or, fault on-site confirmation data;
[0026] The detection data and / or the fault scene confirmation data are sent to the cloud server so that the cloud server inputs one or more of the data reported by the home appliance, the detection data, and the fault scene confirmation data into a pre-trained fault identification model to obtain a first fault identification result output by the fault identification model. The first fault identification result includes: fault type, one or more fault causes, confidence level of each fault cause, and corresponding handling measures for each fault cause.
[0027] Receive the fault identification result sent by the cloud server.
[0028] Thirdly, this application provides a fault handling device for home appliances, applied to a cloud server, the device comprising:
[0029] The acquisition module is used to acquire fault handling data of the home appliance, wherein the fault handling data includes at least one or more of the following: data reported by the home appliance, detection data obtained by using a fault diagnosis tool to detect the home appliance, and fault on-site confirmation data.
[0030] The processing module is used to input the fault processing data into the fault identification model to obtain the first fault identification result output by the fault identification model. The first fault identification result includes: fault type, one or more fault causes, confidence level of each fault cause, and processing measures corresponding to each fault cause.
[0031] The sending module is used to send the fault identification result to the fault processing terminal.
[0032] Optionally, the data reported by the home appliance shall include at least one or more of the following: environmental data of the environment in which the home appliance is located, equipment operation data of the home appliance, and usage records and fault records of the home appliance;
[0033] The test data includes at least one or more of the following: electrical parameters and performance data of mechanical components.
[0034] Optionally, the acquisition module is further configured to receive fault handling feedback information sent by the terminal, the fault handling feedback information including the handling measures taken and the handling results;
[0035] The acquisition module is also used to acquire new fault processing data of the home appliance again when the processing result is failure;
[0036] The processing module is further configured to input the new fault processing data and the fault processing feedback information into the fault identification model to obtain the second fault identification result output by the fault identification model.
[0037] Optionally, the fault type in the second fault identification result is different from that in the first fault identification result;
[0038] Alternatively, if the fault type in the second fault identification result and the first fault identification result are the same, the second fault identification result does not include the adopted treatment measures and the fault cause corresponding to the adopted treatment measures.
[0039] Alternatively, if the fault type and fault cause are the same in the second fault identification result and the first fault identification result, the handling measures corresponding to the fault cause are different.
[0040] Optionally, the processing module is further configured to retrain the fault identification model based on the fault processing data, the fault identification result, and the fault processing feedback information, so as to update the parameters of the fault identification model.
[0041] Optionally, the processing module is further configured to determine the initial result of fault identification of the home appliance based on the data reported by the home appliance;
[0042] The sending module is also used to send the initial fault identification result to the terminal, and the initial fault identification result is used to assist in obtaining the detection data and the fault site confirmation data.
[0043] Optionally, the processing measures include the component to be operated, and an operation diagram or operation demonstration video for the component to be operated.
[0044] Fourthly, this application provides a fault handling device for home appliances, applied to a fault handling terminal, the device comprising:
[0045] The acquisition module is used to acquire detection data of home appliances tested using fault diagnosis tools, and / or fault on-site confirmation data;
[0046] The sending module is used to send the detection data and / or the fault scene confirmation data to the cloud server, so that the cloud server inputs one or more of the data reported by the home appliance, the detection data, and the fault scene confirmation data into a pre-trained fault identification model to obtain a first fault identification result output by the fault identification model. The first fault identification result includes: fault type, one or more fault causes, confidence level of each fault cause, and corresponding handling measures for each fault cause.
[0047] The acquisition module is also used to receive the fault identification result sent by the cloud server.
[0048] Fifthly, this application provides an electronic device, comprising:
[0049] Memory;
[0050] processor;
[0051] The memory stores computer-executed instructions;
[0052] The processor executes computer execution instructions stored in the memory to implement the fault handling method for home appliances as described in the first aspect and various possible implementations of the first aspect or the second aspect and various possible implementations of the second aspect.
[0053] Sixthly, this application provides a computer storage medium storing computer execution instructions thereon, which are executed by a processor to implement the fault handling method for home appliances as described in the first aspect and various possible implementations of the first aspect or the second aspect and various possible implementations of the second aspect.
[0054] The fault handling method for home appliances provided in this application obtains fault handling data of home appliances through a cloud server. The fault handling data includes at least one or more of the following: data reported by the home appliance, detection data obtained by testing the home appliance using a fault diagnosis tool, and fault confirmation data at the scene. The fault handling data is input into a pre-trained fault identification model to obtain a first fault identification result output by the fault identification model. The first fault identification result includes: fault type, one or more fault causes, confidence level of each fault cause, and corresponding handling measures for each fault cause. The fault identification result is then sent to the terminal of the fault handling personnel. This method not only improves the accuracy of fault diagnosis but also provides effective handling measures for fault handling personnel, thereby improving the efficiency of fault handling for home appliances and enhancing the user experience. Attached Figure Description
[0055] The accompanying drawings, which are incorporated in and form part of this specification, illustrate embodiments consistent with this application and, together with the description, serve to explain the principles of this application.
[0056] Figure 1 This is a schematic diagram illustrating a scenario of the fault handling method for household appliances provided in this application;
[0057] Figure 2 This is the interactive flow of the fault handling method for home appliances provided in this application. Figure 1 ;
[0058] Figure 3 This is the interactive flow of the fault handling method for home appliances provided in this application. Figure 2 ;
[0059] Figure 4 This is a schematic diagram of the structure of the fault handling device for household appliances provided in this application. Figure 1 ;
[0060] Figure 5 This is a schematic diagram of the structure of the fault handling device for household appliances provided in this application. Figure 2 ;
[0061] Figure 6 This is a structural schematic diagram of the fault handling device for household appliances provided in this application.
[0062] The accompanying drawings illustrate specific embodiments of this application, which will be described in more detail below. These drawings and descriptions are not intended to limit the scope of the concept in any way, but rather to illustrate the concept of this application to those skilled in the art through reference to particular embodiments. Detailed Implementation
[0063] To make the objectives, technical solutions, and advantages of this application clearer, the technical solutions of this application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of this application, not all embodiments. Based on the embodiments of this application, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of this application.
[0064] The terms "first," "second," "third," "fourth," etc. (if present) in the specification, claims, and accompanying drawings of this invention are used to distinguish similar objects and are not necessarily used to describe a specific order or sequence. It should be understood that such data can be interchanged where appropriate so that embodiments of the invention described herein can be implemented in orders other than those illustrated or described herein.
[0065] In this application, the terms "exemplary" or "for example" are used to indicate examples, illustrations, or descriptions. Any embodiment or design described as "exemplary" or "for example" in this application should not be construed as being more preferred or advantageous than other embodiments or designs. Specifically, the use of terms such as "exemplary" or "for example" is intended to present the relevant concepts in a specific manner.
[0066] Currently, the usual way to handle faults in smart home appliances is for users to contact after-sales service personnel by phone after discovering a malfunction. After arriving at the site, the after-sales service personnel will inspect the equipment and take corresponding repair measures. This method relies on the experience and ability of the after-sales service personnel, which is not only inefficient but also prone to misdiagnosis.
[0067] However, existing methods for troubleshooting home appliances rely solely on manual assessment of smart home appliance malfunctions. This approach is not only inaccurate but may also lead to misjudgments, resulting in low troubleshooting efficiency and a poor user experience.
[0068] To address the aforementioned problems, this application provides a method for troubleshooting household appliances. Figure 1 This is a schematic diagram illustrating a scenario for the fault-handling method for the household appliance provided in this application. It should be noted that... Figure 1 The examples shown are merely examples of application scenarios where the fault handling methods for home appliances of this application can be applied, to help those skilled in the art understand the technical content of this application, but do not mean that the embodiments of this application cannot be used in other devices, systems, environments or scenarios.
[0069] like Figure 1 As shown, the cloud server 2 is connected to the water heater 1 and the smart terminal 3 respectively. The water heater 1 can send environmental data, operating status data, equipment usage time and historical fault data to the cloud server 2 at preset time intervals through the network, so that the cloud server 2 can monitor the operating status of the water heater 1 in real time based on the data reported by the water heater 1, and can make preliminary identification of the fault based on the data reported by the water heater 1 when the water heater 1 malfunctions.
[0070] The cloud server 2 can also receive detection data and fault site confirmation data sent by fault handlers through the smart terminal 3. Here, detection data refers to the test data that fault handlers use fault diagnosis tools, such as test fixtures, to test the electrical parameters or mechanical component performance data of water heater 1. Fault site confirmation data refers to the manual test results recorded by fault handlers after inspecting and confirming the location of water heater 1.
[0071] The cloud server 2 is equipped with a pre-trained fault identification model. Therefore, the cloud server 2 can input one or more of the data reported by the water heater 1, the detection data sent by the smart terminal 3, and the fault confirmation data at the scene into the fault identification model. The model outputs the fault type of the water heater 1, one or more fault causes, the confidence level of each fault cause, and the corresponding handling measures. The cloud server 2 then feeds these fault identification results back to the smart terminal 3 so that the smart terminal 3 can display all the fault identification results on the screen. This helps the fault handling personnel to quickly understand and determine the fault condition of the water heater 1 and repair it in a timely manner.
[0072] The fault handling method for home appliances provided in this embodiment involves a water heater reporting its operating data to a cloud server at preset time intervals. Fault handlers then send fault detection data and on-site confirmation data to the cloud server via a smart terminal. The cloud server inputs one or more of the received operating data, fault detection data, and on-site confirmation data from the water heater into a fault identification model to obtain a fault identification result. This result is then sent to the fault handler's terminal. The fault identification result includes the fault type, one or more fault causes, the confidence level of each fault cause, and corresponding handling measures. This allows fault handlers to repair the water heater based on the fault identification result displayed on the smart terminal. This method not only improves the accuracy of fault diagnosis but also provides effective handling measures for fault handlers, thereby improving the efficiency of home appliance fault handling and enhancing the user experience.
[0073] The technical solutions of this application and how they solve the aforementioned technical problems are described in detail below with specific embodiments. These specific embodiments can be implemented independently or in combination with each other. Identical or similar concepts or processes may not be repeated in some embodiments. The embodiments of this application will now be described with reference to the accompanying drawings.
[0074] Figure 2 Interactive flow of the fault handling method for home appliances provided in the embodiments of this application Figure 1 In this embodiment, the cloud server can be, for example, a... Figure 1 In this embodiment, the cloud server 2, and the home appliances in this embodiment, can be, for example, cloud servers 2, cloud appliances 2, cloud appliances 3, cloud appliances 4, cloud appliances 5, cloud appliances 6, cloud appliances 7, cloud appliances 8, cloud appliances 9, cloud appliances 10 ... Figure 1 In this embodiment, the water heater 1, and the fault handling terminal, can be, for example, a... Figure 1 The smart terminal 3 in the embodiment. For example... Figure 2 As shown, the fault handling method for home appliances provided in this embodiment includes:
[0075] S201. The fault handling terminal acquires the detection data of the home appliance tested by the fault diagnosis tool, and / or the fault site confirmation data.
[0076] Among them, fault diagnosis tools refer to specialized equipment or devices used by fault handlers to test the performance and function of home appliances during the testing process. Fault diagnosis tools can be, for example, functional testing fixtures, mechanical testing fixtures, electrical testing fixtures, and automation testing fixtures. When fault handlers use functional testing fixtures, the test data refers to the test data of the home appliance's circuit board; when fault handlers use mechanical testing fixtures, the test data refers to the performance data of the home appliance's mechanical components, such as speed and vibration; when fault handlers use electrical testing fixtures, the test data refers to the electrical parameters of the home appliance, such as voltage, current, and power.
[0077] Fault on-site confirmation data refers to the data obtained by fault handlers during on-site inspection and confirmation of the home appliance. This includes visual inspection records, manual test results of various indicators, and observation and judgment results during the repair process. For example, when the home appliance is a gas water heater, fault handlers can check the gas concentration in the user's home, whether the gas connection is secure, whether the ignition process is normal, whether a flame is produced, whether there is obvious damage or abnormality on the outside of the water heater, and the water pressure in the user's home.
[0078] After obtaining test data and / or on-site fault confirmation data by inspecting the home appliances, the troubleshooting personnel can input the test data and / or on-site fault confirmation data into the fault handling terminal.
[0079] S202. The fault handling terminal sends the detection data and / or fault site confirmation data to the cloud server.
[0080] The fault handling terminal is connected to the cloud server, so it can send the detection data and / or fault site confirmation data to the cloud server via the network using secure network protocols, such as Message Queuing Telemetry Transport (MQTT) or Hypertext Transfer Protocol Secure (HTTPS).
[0081] S203, cloud server obtains fault handling data of home appliances.
[0082] The fault handling data includes at least one or more of the following: data reported by home appliances, detection data from home appliances tested using fault diagnosis tools, and on-site fault confirmation data. It is understandable that the cloud server has high concurrency processing capabilities, enabling it to support multiple devices uploading data simultaneously, and to store and manage that data.
[0083] In some embodiments, the data reported by the home appliance includes at least one or more of the following: environmental data of the environment in which the home appliance is located, equipment operation data of the home appliance, usage records and fault records of the home appliance; the detection data includes at least one or more of the following: electrical parameters and performance data of mechanical components.
[0084] Among them, environmental data can include temperature, humidity, pressure, etc.; the equipment operation data of home appliances refers to various data of home appliances under different operating states, such as the target outlet water temperature, current outlet water temperature, rated speed of the fan and current speed of the fan, ignition needle current data, etc., where the operating state can be normal state, fault state or standby state; the usage record of home appliances specifically refers to the usage time of home appliances; fault records can be, for example, the historical fault codes of home appliances.
[0085] Here, the electrical parameters in the test data can be parameters such as voltage, current and power of household appliances; the performance data of mechanical components can be parameters such as fan speed and fan vibration frequency of household appliances.
[0086] It is understandable that the reason for obtaining environmental data reported by home appliances is that environmental factors can also affect the normal operation of home appliances. For example, when the outdoor temperature is below -20°C, the air source heat pump may not be able to heat properly.
[0087] The purpose of obtaining operational data from home appliances is to determine whether the cause of the malfunction lies within the appliance itself and to identify the source of the malfunction based on the appliance's functional characteristics and operating parameters. For example, the usage time of the appliance can help rule out some causes of malfunction. If a water heater cannot output hot water and the fault information indicates unsuccessful ignition, but the appliance has only been used for one day, then a damaged ignition needle can be ruled out. Furthermore, the correlation between historical fault codes and current fault codes can determine the type and cause of the malfunction. For instance, historical fault code A for the water heater indicates abnormal fan speed, which prevents the water heater from starting and heating normally. After a period of time, a new fault code D is obtained, indicating insufficient gas supply. Therefore, fault code D appeared after fault code A, indicating that the abnormal fan speed prevented the gas from fully mixing with air, thus affecting combustion efficiency and causing insufficient gas supply.
[0088] S204. The cloud server inputs the fault processing data into the fault identification model and obtains the first fault identification result output by the fault identification model.
[0089] The first fault identification result includes: fault type, one or more fault causes, confidence level of each fault cause, and corresponding handling measures for each fault cause. Optionally, the first fault identification result may also include a list of parts that need to be replaced and their specifications, and the first fault identification result can generate corresponding charts to help fault handlers quickly understand the fault situation.
[0090] Understandably, a fault identification model can be built by training a historical fault dataset using machine learning algorithms (such as decision trees, random forests, or deep learning). This historical fault dataset includes historical fault records, historical operating data, historical environmental data, historical testing data, and historical maintenance records corresponding to multiple historical fault cases of home appliances. Each historical fault case is assigned a fault label, such as "fan fault" or "ignition needle fault."
[0091] It should also be understood that before the cloud server inputs the collected real-time fault handling data into the trained fault identification model, it can first preprocess the fault handling data, including data cleaning such as removing invalid data, outliers and missing values, and then extract features from the cleaned data, such as temperature fluctuations, vibration frequency, and rotation speed. Subsequently, the data is standardized and then input into the fault identification model so that the fault identification model can perform real-time analysis and processing of these fault handling data, obtain the degree of matching between the fault handling data and the known fault labels, and generate the first fault identification result.
[0092] Here, the first fault identification result includes fault types such as electrical faults and mechanical faults. Electrical faults can be further divided into several subtypes, such as control board faults, ignition system faults, and sensor faults. Fault causes can include overload, short circuit, and wear, and remedial measures can include replacing parts and adjusting parameters.
[0093] For example, in the first fault identification result output by the fault identification model, the fault type of the water heater is control board fault. The fault cause may be aging or damage of electronic components on the control board, unstable power supply voltage, or short circuit of the circuit board due to excessive humidity. The confidence level of each of the above fault causes can be 70%, 20%, and 10%, respectively. The corresponding handling measures for each fault cause are: replacing electronic components, adjusting the power supply voltage to a stable state, and replacing the control board.
[0094] In some embodiments, the processing measures include the component to be operated, and an operation diagram or operation demonstration video for the component to be operated.
[0095] This is to help troubleshooting personnel confirm the installation and disassembly methods of parts to be replaced or operated, improve the efficiency and success rate of troubleshooting home appliances, and avoid slow operation or even operation failure due to insufficient experience or lack of understanding of the structure of home appliances, which would increase the user's maintenance costs and time costs.
[0096] S205, the cloud server sends the first fault identification result to the fault processing terminal.
[0097] The cloud server sends the first fault identification result to the fault handling terminal used by the fault handling personnel, so that the terminal displays the first fault identification result on the screen. The fault handling personnel can select the fault cause with the highest confidence based on the fault type, multiple fault causes, and the confidence level of each fault cause in the first fault identification result. Then, for the component corresponding to the fault cause, the fault diagnosis tool is used to re-inspect the home appliance. After confirming that the component is faulty, the corresponding handling measures are adopted to handle the fault of the home appliance.
[0098] The fault handling method for home appliances provided in this embodiment obtains fault handling data of home appliances through a cloud server. The fault handling data includes at least one or more of the following: data reported by the home appliance, detection data obtained by using fault diagnosis tools to detect the home appliance, and fault confirmation data at the scene. The fault handling data is input into a pre-trained fault identification model to obtain a first fault identification result output by the fault identification model. The first fault identification result includes: fault type, one or more fault causes, confidence level of each fault cause, and corresponding handling measures for each fault cause. The fault identification result is then sent to the terminal of the fault handling personnel. This method not only improves the accuracy of fault diagnosis but also provides effective handling measures for fault handling personnel, thereby improving the efficiency of fault handling for home appliances and enhancing the user experience.
[0099] Figure 3 Interactive flow of the fault handling method for home appliances provided in the embodiments of this application Figure 2 This embodiment is... Figure 2 Based on the examples, the troubleshooting methods for home appliances are described in detail. For example... Figure 3 As shown, the fault handling method for home appliances provided in this embodiment includes:
[0100] S301. The cloud server determines the initial result of fault identification of the home appliances based on the data reported by the home appliances.
[0101] Among them, home appliances can communicate with the cloud server through their own IoT modules and send the operating data of the devices to the cloud server at preset time intervals. This allows the cloud server to input the data reported by the home appliances in real time into a pre-trained fault identification model, and obtain the initial fault identification result of the home appliances output by the fault identification model.
[0102] S302, the cloud server sends the initial fault identification results to the fault processing terminal.
[0103] The initial results of fault identification are used to assist in obtaining detection data and on-site fault confirmation data.
[0104] Understandably, in order to improve the accuracy of fault diagnosis of home appliances, the cloud server sends the initial fault identification results to the terminal. On the one hand, this allows fault handlers to prepare the corresponding testing tools and parts that may need to be replaced based on the initial fault identification results. On the other hand, it allows fault handlers to eliminate some testing items based on the initial fault identification results displayed on the terminal when conducting on-site testing, thereby improving the efficiency of on-site testing.
[0105] S303. The fault handling terminal acquires the detection data of the home appliance tested by the fault diagnosis tool, and / or the fault site confirmation data.
[0106] S304 The fault handling terminal sends the detection data and / or fault site confirmation data to the cloud server.
[0107] S305, cloud server obtains fault handling data of home appliances.
[0108] S306. The cloud server inputs the fault processing data into the fault identification model and obtains the first fault identification result output by the fault identification model.
[0109] S307, the cloud server sends the first fault identification result to the fault processing terminal.
[0110] Steps S303-S307 are similar to steps S201-S205 above, and will not be repeated here.
[0111] S308, the fault handling terminal sends fault handling feedback information to the cloud server.
[0112] The fault handling feedback information includes the handling measures taken and the handling results.
[0113] Understandably, the measures already taken refer to the measures selected by the troubleshooting personnel from the first fault identification results. The results include whether the troubleshooting was successful, the actual parts replaced, and whether the fault recurred. After the troubleshooting personnel perform the initial troubleshooting on the home appliance, they input the measures already taken and the results into the terminal so that the fault handling terminal can send the fault handling feedback information to the cloud server.
[0114] S309. If the processing result is unsuccessful, the cloud server will obtain new fault processing data for the home appliance again.
[0115] The cloud server analyzes and processes the fault handling feedback information. If the processing result is failure, it indicates that the first fault identification result generated last time may have been misjudged, or it may have been caused by improper operation by the fault handling personnel or incorrect data in the fault handling data received last time. Therefore, it is necessary to obtain new fault handling data of the home appliance again in order to analyze the fault situation of the home appliance again and obtain a new fault identification result.
[0116] S310 and the cloud server input new fault handling data and fault handling feedback information into the fault identification model to obtain the second fault identification result output by the fault identification model.
[0117] The new fault handling data includes at least one or more of the following: new operating data reported by the home appliances, new test data of the home appliances sent by the fault handling personnel through the fault handling terminal, and new fault on-site confirmation data.
[0118] Regarding the second fault identification result, there are three possible implementation methods:
[0119] (1) The fault types in the second fault identification result are different from those in the first fault identification result.
[0120] This refers to a situation where the first fault identification result is misjudged, and the fault type of the home appliance is incorrectly identified. Consequently, the fault cause and handling measures corresponding to the fault type are also ineffective. In this case, the second fault identification result re-output by the fault identification model based on the new fault handling data is not only different from the fault type in the first fault identification result, but also has a different fault cause and corresponding handling measures.
[0121] (2) If the fault type is the same in the second fault identification result and the first fault identification result, the second fault identification result does not include the treatment measures that have been adopted and the fault causes corresponding to the treatment measures.
[0122] It is understandable that if the fault type in the second fault identification result is the same as that in the first fault identification result, it indicates that the fault type was correctly identified in the previous identification. However, the confidence level of the fault cause corresponding to that fault type may be misjudged, which may lead the fault handlers to choose the handling measures corresponding to the fault cause with incorrect confidence, thus failing to effectively solve the fault of the home appliance.
[0123] (3) When the fault type and fault cause are the same in the second fault identification result and the first fault identification result, the corresponding handling measures are different.
[0124] If the fault type and fault cause are the same in both the second fault identification result and the first fault identification result, it indicates that the fault type and fault cause of the home appliance identified in the previous test were correct, but the given handling measures were incorrect. It is necessary to regenerate the handling measures corresponding to the fault cause so that the fault handling personnel can reoperate based on the new handling measures.
[0125] Optionally, if the second fault identification result is exactly the same as the first fault identification result, it indicates that the fault handling personnel may have operated improperly. In this case, a prompt message can be generated to prompt the fault handling personnel to check the successful cases corresponding to the handling measures to avoid rework.
[0126] S311, The cloud server sends the second fault identification result to the fault processing terminal.
[0127] In some embodiments, the cloud server can also retrain the fault identification model based on fault processing data, fault identification results, and fault processing feedback information to update the parameters of the fault identification model.
[0128] For example, the cloud server can integrate and process fault handling data, fault identification results, and fault handling feedback information to obtain a new training set. Based on the actual results of fault handling, it can label the correctness of the fault identification results, label the effectiveness of the fault handling based on the fault handling feedback information, and retrain the fault identification model based on the new training set. Based on the training results, it can adjust the parameters of the fault identification model to improve the accuracy of the fault identification model.
[0129] The fault handling method for home appliances provided in this embodiment determines the initial fault identification result of the home appliance based on the data reported by the home appliance before obtaining the fault handling data from the cloud server, and sends the initial fault identification result to the terminal. This can assist fault handling personnel in obtaining the detection data and on-site confirmation data of the home appliance, improving the efficiency of fault detection. After the cloud server sends the first fault identification result to the terminal, the terminal sends the fault handling feedback information to the cloud server. This allows the cloud server to obtain new fault handling data of the home appliance again if the processing result is unsuccessful. The new fault handling data and the fault handling feedback information are input into the fault identification model to obtain the second fault identification result output by the fault identification model, and then sent to the terminal to ensure the efficiency and accuracy of fault handling.
[0130] Figure 4 Schematic diagram of the fault handling device for household appliances provided in this application Figure 1 This is applied to cloud servers. For example... Figure 4 As shown, this application provides a fault handling device for household appliances. The fault handling device 400 for household appliances includes:
[0131] The acquisition module 401 is used to acquire fault handling data of the home appliance, wherein the fault handling data includes at least one or more of the following: data reported by the home appliance, detection data of the home appliance detected by the fault diagnosis tool, and fault on-site confirmation data.
[0132] The processing module 402 is used to input the fault processing data into the fault identification model to obtain a first fault identification result output by the fault identification model. The first fault identification result includes: fault type, one or more fault causes, confidence level of each fault cause, and processing measures corresponding to each fault cause.
[0133] The sending module 403 is used to send the fault identification result to the fault processing terminal.
[0134] Optionally, the data reported by the home appliance shall include at least one or more of the following: environmental data of the environment in which the home appliance is located, equipment operation data of the home appliance, and usage records and fault records of the home appliance;
[0135] The test data includes at least one or more of the following: electrical parameters and performance data of mechanical components.
[0136] Optionally, the acquisition module 401 is further configured to receive fault handling feedback information sent by the terminal, the fault handling feedback information including the handling measures taken and the handling results;
[0137] The acquisition module 401 is also used to acquire new fault processing data of the home appliance again when the processing result is failure;
[0138] The processing module 402 is further configured to input the new fault processing data and the fault processing feedback information into the fault identification model to obtain the second fault identification result output by the fault identification model.
[0139] Optionally, the fault type in the second fault identification result is different from that in the first fault identification result;
[0140] Alternatively, if the fault type in the second fault identification result and the first fault identification result are the same, the second fault identification result does not include the adopted treatment measures and the fault cause corresponding to the adopted treatment measures.
[0141] Alternatively, if the fault type and fault cause are the same in the second fault identification result and the first fault identification result, the handling measures corresponding to the fault cause are different.
[0142] Optionally, the processing module 402 is further configured to retrain the fault identification model based on the fault processing data, the fault identification result, and the fault processing feedback information, so as to update the parameters of the fault identification model.
[0143] Optionally, the processing module 402 is further configured to determine the initial result of fault identification of the home appliance based on the data reported by the home appliance;
[0144] The sending module 403 is further configured to send the initial fault identification result to the terminal, wherein the initial fault identification result is used to assist in obtaining the detection data and the fault site confirmation data.
[0145] Optionally, the processing measures include the component to be operated, and an operation diagram or operation demonstration video for the component to be operated.
[0146] Figure 5 Schematic diagram of the fault handling device for household appliances provided in this application Figure 2 It is used in fault handling terminals. For example... Figure 5 As shown, this application provides a fault handling device for household appliances. The fault handling device 500 for household appliances includes:
[0147] The acquisition module 501 is used to acquire detection data of home appliances tested using fault diagnosis tools, and / or fault site confirmation data;
[0148] The sending module 502 is used to send the detection data and / or the fault scene confirmation data to the cloud server, so that the cloud server inputs one or more of the data reported by the home appliance, the detection data, and the fault scene confirmation data into a pre-trained fault identification model to obtain a first fault identification result output by the fault identification model. The first fault identification result includes: fault type, one or more fault causes, confidence level of each fault cause, and handling measures corresponding to each fault cause.
[0149] The acquisition module 501 is also used to receive the fault identification result sent by the cloud server.
[0150] Figure 6 A schematic diagram of the structure of the electronic device provided in this application. Figure 6 As shown, this application provides an electronic device 600, which includes: a receiver 601, a transmitter 602, a processor 603, and a memory 604.
[0151] Receiver 601 is used to receive instructions and data;
[0152] Transmitter 602 is used to send commands and data;
[0153] Memory 604 is used to store instructions executed by the computer;
[0154] The processor 603 is used to execute computer execution instructions stored in the memory 604 to implement the various steps of the fault handling method for home appliances in the above embodiments. For details, please refer to the relevant descriptions in the foregoing embodiments of the fault handling method for home appliances.
[0155] Alternatively, the memory 604 can be either standalone or integrated with the processor 603.
[0156] When the memory 604 is set up independently, the electronic device also includes a bus for connecting the memory 604 and the processor 603.
[0157] This application also provides a computer-readable storage medium storing computer-executable instructions, which, when executed by a processor, implement a fault handling method for home appliances as described above.
[0158] It will be understood by those skilled in the art that all or some of the steps, systems, or apparatuses disclosed above, and their functional modules / units, can be implemented as software, firmware, hardware, or suitable combinations thereof. In hardware implementations, the division between functional modules / units mentioned in the above description does not necessarily correspond to the division of physical components; for example, a physical component may have multiple functions, or a function or step may be performed collaboratively by several physical components. Some or all physical components may be implemented as software executed by a processor, such as a central processing unit, digital signal processor, or microprocessor, or as hardware, or as an integrated circuit, such as an application-specific integrated circuit (ASIC). Such software may be distributed on a computer-readable medium, which may include computer storage media (or non-transitory media) and communication media (or transient media). As is known to those skilled in the art, the term computer storage media includes volatile and non-volatile, removable and non-removable media implemented in any method or technology for storing information (such as computer-readable instructions, data structures, program modules, or other data). Computer storage media include, but are not limited to, RAM, ROM, EEPROM, flash memory or other memory technologies, CD-ROM, digital versatile disc (DVD) or other optical disc storage, magnetic cartridges, magnetic tape, disk storage or other magnetic storage devices, or any other medium that can be used to store desired information and can be accessed by a computer. Furthermore, it is well known to those skilled in the art that communication media typically contain computer-readable instructions, data structures, program modules, or other data in modulated data signals such as carrier waves or other transmission mechanisms, and may include any information delivery medium.
[0159] The technical solutions of this application have been described above with reference to the preferred embodiments shown in the accompanying drawings. However, it is readily understood by those skilled in the art that the scope of protection of this application is obviously not limited to these specific embodiments. The above embodiments are only used to illustrate the technical solutions of this application and are not intended to limit them. Although this application has been described in detail with reference to the foregoing embodiments, those skilled in the art should understand that modifications can still be made to the technical solutions described in the foregoing embodiments, or equivalent substitutions can be made to some or all of the technical features therein. These modifications or substitutions do not cause the essence of the corresponding technical solutions to deviate from the scope of the technical solutions of the embodiments of this application.
Claims
1. A method for troubleshooting household appliances, characterized in that, Applied to cloud servers, the method includes: The fault handling data of the home appliance is obtained, and the fault handling data includes at least one or more of the following: data reported by the home appliance, detection data of the home appliance detected by the fault diagnosis tool, and fault on-site confirmation data. The fault handling data is input into the fault identification model to obtain the first fault identification result output by the fault identification model. The first fault identification result includes: fault type, one or more fault causes, confidence level of each fault cause, and handling measures corresponding to each fault cause. The fault identification results are sent to the fault processing terminal.
2. The method according to claim 1, characterized in that, The data reported by the home appliance shall include at least one or more of the following: environmental data of the environment in which the home appliance is located, equipment operation data of the home appliance, and usage and fault records of the home appliance; The test data includes at least one or more of the following: electrical parameters and performance data of mechanical components.
3. The method according to claim 1, characterized in that, Also includes: Receive fault handling feedback information sent by the terminal, the fault handling feedback information including the handling measures taken and the handling results; If the processing result is a failure, then new fault processing data for the home appliance is obtained again; The new fault handling data and the fault handling feedback information are input into the fault identification model to obtain the second fault identification result output by the fault identification model.
4. The method according to claim 3, characterized in that, The fault type in the second fault identification result is different from that in the first fault identification result; Alternatively, if the fault type in the second fault identification result and the first fault identification result are the same, the second fault identification result does not include the adopted treatment measures and the fault cause corresponding to the adopted treatment measures. Alternatively, if the fault type and fault cause are the same in the second fault identification result and the first fault identification result, the handling measures corresponding to the fault cause are different.
5. The method according to claim 3, characterized in that, Also includes: Based on the fault processing data, the fault identification results, and the fault processing feedback information, the fault identification model is retrained to update the parameters of the fault identification model.
6. The method according to any one of claims 1-5, characterized in that, Before acquiring the fault handling data of the home appliance, the method further includes: Based on the data reported by the home appliances, the initial result of fault identification of the home appliances is determined; The initial fault identification result is sent to the terminal, and the initial fault identification result is used to assist in obtaining the detection data and the fault site confirmation data.
7. The method according to any one of claims 1-5, characterized in that, The processing measures include the component to be operated, and an operation diagram or operation demonstration video for the component to be operated.
8. A method for troubleshooting household appliances, characterized in that, The method, applied to a fault handling terminal, includes: Acquire test data from home appliances tested using fault diagnosis tools, and / or, fault on-site confirmation data; The detection data and / or the fault scene confirmation data are sent to the cloud server so that the cloud server inputs one or more of the data reported by the home appliance, the detection data, and the fault scene confirmation data into a pre-trained fault identification model to obtain a first fault identification result output by the fault identification model. The first fault identification result includes: fault type, one or more fault causes, confidence level of each fault cause, and corresponding handling measures for each fault cause. Receive the fault identification result sent by the cloud server.
9. An electronic device, characterized in that, include: Memory; processor; The memory stores computer-executed instructions; The processor executes computer execution instructions stored in the memory to implement the fault handling method for home appliances as described in any one of claims 1 to 7 or claim 8.
10. A computer storage medium, characterized in that, The computer storage medium stores computer execution instructions, which, when executed by a processor, are used to implement the fault handling method for home appliances as described in any one of claims 1 to 7 or claim 8.