Self-service fault positioning method and device and electronic device

Abstract

The invention provides a self-service fault positioning method and device and an electronic device, and relates to the technical field of smart home, the method is applied to an intelligent household electrical appliance fault removal application program, the intelligent household electrical appliance fault removal application program comprises a display interface, and the method comprises the following steps: obtaining at least one piece of fault information reported by target equipment; according to the fault information, a fault diagnosis tree corresponding to the fault information is matched, the fault diagnosis tree is composed of a plurality of nodes, and the nodes comprise at least one non-leaf node representing a problem and a leaf node representing a fault solution; and according to the logic structure of the fault diagnosis tree, sequentially displaying a question corresponding to the current node and at least one selectable answer to a user so as to guide the user to position a fault solution of the target equipment. According to the invention, the fault removal processing of the target equipment is realized in a hierarchical and structured manner, so that a solution is provided for the fault of the target equipment in an efficient and targeted manner, and the experience and satisfaction of a user are improved.

Description

Technical Field

[0001] This invention relates to the field of smart home technology, and in particular to a self-service fault location method, device, and electronic device. Background Technology

[0002] In the field of smart home appliances, there are often situations where smart home appliances malfunction. In such cases, users should prioritize using automatic troubleshooting systems to resolve the malfunctions.

[0003] According to relevant technologies, although automatic troubleshooting systems have achieved basic fault identification and solution recommendation functions, significant shortcomings still exist in scenarios with multiple concurrent faults. Specifically, when a device triggers multiple faults simultaneously, such as network connection anomalies, sensor false alarms, or program conflicts, the fault information display interface on the application's troubleshooting page lacks hierarchical and structured display logic, resulting in a poor user experience. Summary of the Invention

[0004] This invention provides a self-service fault location method, apparatus, and electronic device to address the lack of hierarchical and structured display logic in the fault information display interface of existing application troubleshooting pages. It enables hierarchical and structured fault troubleshooting, thereby providing efficient and targeted solutions for target device faults and improving user experience and satisfaction.

[0005] This invention provides a self-service fault location method, applied to a smart home appliance troubleshooting application. The smart home appliance troubleshooting application includes a display interface. The method includes: acquiring at least one fault information reported by a target device; matching a fault diagnosis tree corresponding to the fault information based on the fault information, wherein the fault diagnosis tree consists of multiple nodes, including at least one non-leaf node representing a problem and a leaf node representing a fault solution; and sequentially displaying the problem corresponding to the current node and at least one optional answer to the user according to the logical structure of the fault diagnosis tree, to guide the user in locating the fault solution of the target device.

[0006] According to a self-service fault location method provided by the present invention, the logical structure of the fault diagnosis tree is composed of the logical relationship between non-leaf nodes and leaf nodes. The step of sequentially displaying the question corresponding to the current node and at least one optional answer to the user based on the logical structure of the fault diagnosis tree, to guide the user in locating the fault solution of the target device, includes: sequentially displaying the question corresponding to the current node and at least one optional answer to the user based on the logical relationship between non-leaf nodes and leaf nodes in the fault diagnosis tree; receiving the user's selection operation for the optional answer and updating the next-level node associated with the selected optional answer to the current node; repeatedly executing the step of sequentially displaying the question corresponding to the current node and at least one optional answer to the user until receiving the user's selection operation for the optional answer and updating the next-level node associated with the selected optional answer to the current node, until the current node is a leaf node; and determining the fault solution of the target device based on the fault solution corresponding to the leaf node.

[0007] According to a self-service fault location method provided by the present invention, the non-leaf node includes a root node and intermediate nodes; the step of receiving the user's selection operation on the optional answer and updating the next-level node associated with the selected optional answer to the current node includes: in response to the user's selection operation on the optional answer corresponding to the root node, triggering the next-level intermediate node associated with the optional answer; and updating the next-level intermediate node associated with the optional answer to the current node.

[0008] According to a self-service fault location method provided by the present invention, the node is bound to a first multimedia resource corresponding to the question and a second multimedia resource corresponding to the optional answer; the step of sequentially displaying the question corresponding to the current node and at least one optional answer to the user includes: sequentially displaying the question corresponding to the current node to the user based on the first multimedia resource, and sequentially displaying the optional answer corresponding to the current node to the user based on the second multimedia resource, wherein the first multimedia resource includes any one or more of first text, first image, first audio, and first video; the second multimedia resource includes any one or more of second text, second image, second audio, and second video.

[0009] According to a self-service fault location method provided by the present invention, after triggering the next-level intermediate node associated with the optional answer in response to the user's selection operation on the optional answer corresponding to the root node, the method further includes: setting a return control in advance on the display interface, wherein the return control is used to return to the interface of the previous level node; in response to the user clicking the return control, returning the display interface to the interface of the previous level node, and displaying the question and optional answer corresponding to the previous level node on the interface of the previous level node.

[0010] According to a self-service fault location method provided by the present invention, the method further includes: pre-setting a first window display control for the question corresponding to the current node, and / or pre-setting a second window display control for the optional answers corresponding to the current node; in response to the user clicking the first window display control, displaying the user an explanation video and / or explanation image and / or explanation audio and / or explanation text for the question corresponding to the current node; in response to the user clicking the second window display control, displaying the user an explanation video and / or explanation image and / or explanation audio and / or explanation text for the optional answers corresponding to the current node.

[0011] According to a self-service fault location method provided by the present invention, the fault diagnosis tree further displays at least one candidate fault solution corresponding to different device models, and the probability value of the candidate fault solution; the method further includes: obtaining the target device model of the target device; based on the target device model and the fault diagnosis tree, obtaining at least one candidate target fault solution corresponding to the target device model, and the probability value of the candidate target fault solution; based on the probability value, determining the candidate target fault solution corresponding to the maximum probability value among the candidate target fault solutions, and taking the candidate target fault solution corresponding to the maximum probability value as the fault solution of the target device.

[0012] According to a self-service fault location method provided by the present invention, the method further includes: pre-setting a repair control on the display interface; and, in the event that the solution cannot resolve the fault of the target device, reporting the fault information of the target device in response to the user clicking the repair control.

[0013] This invention also provides a self-service fault location device, which is applied to a smart home appliance troubleshooting application. The smart home appliance troubleshooting application includes a display interface. The device includes: an acquisition module for acquiring at least one fault information reported by a target device; a matching module for matching a fault diagnosis tree corresponding to the fault information, wherein the fault diagnosis tree consists of multiple nodes, including at least one non-leaf node representing a problem and a leaf node representing a fault solution; and a processing module for sequentially displaying the problem corresponding to the current node and at least one optional answer to the user according to the logical structure of the fault diagnosis tree, so as to guide the user to locate the fault solution of the target device.

[0014] The present invention also provides an electronic device, including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor executes the computer program to implement the self-service fault location method as described above.

[0015] The present invention also provides a non-transitory computer-readable storage medium having a computer program stored thereon, which, when executed by a processor, implements the self-service fault location method as described above.

[0016] The present invention also provides a computer program product, including a computer program that, when executed by a processor, implements the self-service fault location method as described above.

[0017] This invention provides a self-service fault location method, apparatus, and electronic device. The method is applied to a smart home appliance troubleshooting application, which includes a display interface. The method includes: acquiring at least one fault information reported by a target device; matching a fault diagnosis tree corresponding to the fault information, wherein the fault diagnosis tree consists of multiple nodes, including at least one non-leaf node representing a problem and leaf nodes representing a solution to the problem; and sequentially displaying the problem corresponding to the current node and at least one optional answer to the user according to the logical structure of the fault diagnosis tree, thereby guiding the user to locate the fault solution for the target device. This invention achieves hierarchical and structured troubleshooting of target devices, thereby providing efficient and targeted solutions for target device faults and improving user experience and satisfaction. Attached Figure Description

[0018] To more clearly illustrate the technical solutions in this invention or the prior art, the drawings used in the description of the embodiments or the prior art will be briefly introduced below. Obviously, the drawings described below are some embodiments of this invention. For those skilled in the art, other drawings can be obtained from these drawings without creative effort.

[0019] Figure 1 This is a schematic diagram of the hardware environment for a self-service fault location method according to an embodiment of this application; Figure 2 This is a flowchart illustrating the self-service fault location method provided by the present invention.

[0020] Figure 3 This is a flowchart provided by the present invention, which shows the user the problem corresponding to the current node and at least one optional answer in sequence according to the logical structure of the fault diagnosis tree, so as to guide the user to locate the fault solution of the target device.

[0021] Figure 4 This is a schematic diagram of the self-service fault location device provided by the present invention.

[0022] Figure 5 This is a schematic diagram of the structure of the electronic device provided by the present invention. Detailed Implementation

[0023] To enable those skilled in the art to better understand the present application, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of the present application, and not all embodiments. Based on the embodiments in the present application, all other embodiments obtained by those of ordinary skill in the art without creative effort should fall within the scope of protection of the present application.

[0024] It should be noted that the terms "first," "second," etc., in the specification, claims, and accompanying drawings of this application 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 the embodiments of this application described herein can be implemented in orders other than those illustrated or described herein. Furthermore, the terms "comprising" and "having," and any variations thereof, are intended to cover non-exclusive inclusion; for example, a process, method, system, product, or apparatus that comprises a series of steps or units is not necessarily limited to those steps or units explicitly listed, but may include other steps or units not explicitly listed or inherent to such processes, methods, products, or apparatus.

[0025] According to one aspect of the embodiments of this application, a self-service fault location method is provided. This self-service fault location method is widely applicable to whole-house intelligent digital control application scenarios such as smart homes, smart home ecosystems, and intelligence house ecosystems. Optionally, in this embodiment, the above-mentioned self-service fault location method can be applied to, for example... Figure 1 The hardware environment shown consists of terminal device 102 and server 104. For example... Figure 1 As shown, server 104 is connected to terminal device 102 via a network and can be used to provide services (such as application services) to the terminal or clients installed on the terminal. A database can be set up on the server or independently of the server to provide data storage services for server 104. Cloud computing and / or edge computing services can be configured on the server or independently of the server to provide data processing services for server 104.

[0026] The aforementioned network may include, but is not limited to, at least one of the following: wired network, wireless network. The aforementioned wired network may include, but is not limited to, at least one of the following: wide area network, metropolitan area network, local area network. The aforementioned wireless network may include, but is not limited to, at least one of the following: Wi-Fi (Wireless Fidelity), Bluetooth. The terminal device 102 may not be limited to PC, mobile phone, tablet computer, smart air conditioner, smart range hood, smart refrigerator, smart oven, smart stove, smart washing machine, smart water heater, smart washing equipment, smart dishwasher, smart projector, smart TV, smart clothes rack, smart curtains, smart audio-visual equipment, smart socket, smart speaker, smart speaker box, smart fresh air equipment, smart kitchen and bathroom equipment, smart bathroom equipment, smart robot vacuum cleaner, smart window cleaning robot, smart mopping robot, smart air purifier, smart steam oven, smart microwave oven, smart water heater, smart air purifier, smart water dispenser, smart door lock, etc.

[0027] In another embodiment, the self-service fault location method provided in this application can be applied to smart home appliances. Smart home appliances refer to home appliance products formed by incorporating microprocessors, sensor technology, and network communication technology. They are capable of automatically sensing the status of the residential space, the appliance's own status, and the appliance's service status, and can automatically control and receive control commands from the home user, either inside or remotely. It is understood that smart home appliances are a component of smart homes.

[0028] The self-service fault location method provided by this invention introduces diagnostic tree logic, analyzes step by step, and finally locates the most targeted fault solution; especially in terms of video, compared with the original method of pushing multiple videos and having users search for them themselves, the solution is more accurate and achieves true self-service troubleshooting.

[0029] Figure 2 This is a flowchart illustrating the self-service fault location method provided by the present invention.

[0030] The following will combine Figure 2 The process of the self-service fault location method provided by the present invention will be described.

[0031] In an exemplary embodiment of the present invention, the self-service fault location method can be applied to a smart home appliance troubleshooting application, which runs on a user's smart terminal, such as a smartphone or tablet. The smart home appliance troubleshooting application includes a display interface for interacting with the user. For ease of explanation, this application uses a malfunctioning smart washing machine as an example to describe the implementation process of the method in detail.

[0032] Combination Figure 2 As can be seen, the self-service fault location method may include steps 210 to 230, and each step will be described below.

[0033] In step 210, at least one fault information reported by the target device is obtained.

[0034] In one embodiment, when a target device, such as a smart air conditioner, malfunctions, fault information is generated, wherein the fault information may be a description of a malfunction in the target device.

[0035] In step 220, based on the fault information, a fault diagnosis tree corresponding to the fault information is matched. The fault diagnosis tree consists of multiple nodes, including at least one non-leaf node representing the problem and a leaf node representing the fault solution.

[0036] In one embodiment, a fault diagnosis tree can be matched with the received fault information, wherein different fault information corresponds to different fault diagnosis trees. Each fault diagnosis tree is a logical data structure consisting of a root node, multiple intermediate non-leaf nodes, and multiple leaf nodes.

[0037] During application, the most likely applicable fault diagnosis tree can be matched from the diagnostic tree library based on keywords in the fault information. For example, a diagnostic tree with "refrigeration system fault" as the root node can be matched.

[0038] Non-leaf nodes represent the problems that need to be shown to the user, such as "Is the indoor unit fan running?". Leaf nodes represent the final troubleshooting solutions, such as "The filter is clogged, please clean the filter" or "Insufficient refrigerant, please contact after-sales service."

[0039] In step 230, based on the logical structure of the fault diagnosis tree, the user is sequentially shown the problem corresponding to the current node and at least one optional answer to guide the user in locating the fault solution for the target device.

[0040] In another embodiment, interactive guidance can be provided based on the logical structure of the fault diagnosis tree. During application, the display interface can show the question corresponding to the root node (the first non-leaf node) of the diagnosis tree, such as "Please check if the air conditioner display shows an 'E1' code?", along with optional answer buttons, such as "Yes" and "No". If the user clicks "Yes" based on the actual situation, the application can use this selection to navigate along the "Yes" branch in the diagnosis tree to the next non-leaf node. Further, the display interface shows a second question, such as "Is the outdoor unit fan spinning?", along with optional answer buttons, such as "Spinning normally" and "Not spinning". If the user selects "Spinning normally", the application will continue navigating along the branch to the next node. This logic continues until a leaf node is reached, where the display interface shows the corresponding fault solution, such as "Preliminary diagnosis suggests a refrigerant leak or compressor malfunction. It is recommended to check for oil stains at the pipe connections and contact a professional repair technician." Thus, through the guidance of the fault diagnosis tree, the user, without any specialized knowledge, is successfully guided to a specific and actionable fault solution.

[0041] This invention provides a self-service fault location method applied to a smart home appliance troubleshooting application. The application includes a display interface. The method includes: acquiring at least one fault report from a target device; matching the fault information with a corresponding fault diagnosis tree, wherein the fault diagnosis tree consists of multiple nodes, including at least one non-leaf node representing a problem and leaf nodes representing a solution; and sequentially displaying the problem corresponding to the current node and at least one optional answer to the user, based on the logical structure of the fault diagnosis tree, to guide the user in locating a solution to the target device's fault. This invention achieves hierarchical and structured troubleshooting of target devices, thereby providing efficient and targeted solutions to target device faults, improving user experience and satisfaction.

[0042] Figure 3 This is a flowchart illustrating the solution provided by the present invention, which sequentially displays the problem corresponding to the current node and at least one optional answer to the user based on the logical structure of the fault diagnosis tree, in order to guide the user to locate the fault solution of the target device.

[0043] The following will combine Figure 3 The present invention describes the process by which, based on the logical structure of the fault diagnosis tree, the present invention sequentially displays the problem corresponding to the current node and at least one optional answer to the user, thereby guiding the user to locate the fault solution of the target device.

[0044] In an exemplary embodiment of the present invention, the logical structure of the fault diagnosis tree is composed of the logical relationships between non-leaf nodes and leaf nodes. Combined with... Figure 3 As can be seen, the solution provided, which sequentially displays the problem corresponding to the current node and at least one optional answer to the user based on the logical structure of the fault diagnosis tree, in order to guide the user to locate the fault solution of the target device, may include steps 310 to 340, and each step will be described below.

[0045] In step 310, based on the logical relationship between non-leaf nodes and leaf nodes in the fault diagnosis tree, the user is sequentially shown the problem corresponding to the current node and at least one optional answer.

[0046] In one embodiment, the logical structure of the fault diagnosis tree consists of defined logical relationships between non-leaf nodes (problem nodes) and leaf nodes (solution nodes). Specifically, it manifests as a predefined tree topology. Each non-leaf node, such as N1, N2, and N3, is associated with a specific problem and at least two possible answers. Each possible answer points to a defined next-level node, i.e., a logical relationship. This next-level node can be another non-leaf node for further questioning, or a leaf node for ending the diagnosis. Leaf nodes, such as L1, have no further sub-nodes; their content represents the final fault solution.

[0047] During the application process, starting from the root node N1, the question text corresponding to that node can be rendered on the display interface, and two optional answers can be rendered at the same time.

[0048] In step 320, the user's selection operation for the optional answer is received, and the next-level node associated with the optional answer is updated to the current node.

[0049] In another embodiment, the user can select an alternative answer that matches the actual situation for the question text of the root node N1 based on the fault of the target device. After receiving this selection operation, the application determines that the next-level node associated with the selected alternative answer is N2 according to the pre-stored logical relationship. Subsequently, the application updates the current node from N1 to N2.

[0050] In step 330, the steps of sequentially displaying the question corresponding to the current node and at least one optional answer to the user are executed until the user selects an optional answer and the next-level node associated with the optional answer is updated to the current node are executed, until the current node is a leaf node.

[0051] In step 340, a fault solution for the target device is determined based on the fault solutions corresponding to the leaf nodes.

[0052] In one embodiment, the steps of sequentially displaying the question corresponding to the current node and at least one optional answer (step 320) to the user, and then receiving the user's selection of an optional answer and updating the next-level node associated with the optional answer to the current node (step 330), can be executed repeatedly until the current node becomes a leaf node. A leaf node is the terminal of the diagnostic tree and has no further branches. At this point, the loop terminates. The application uses the content corresponding to the leaf node as the solution to the target fault.

[0053] In this embodiment, each user selection is directly and uniquely mapped to the next node (the logical relationship is clear). State transitions are achieved by updating the "current node" variable, resulting in clear logic, low computational overhead, and high execution efficiency. The loop control mechanism is simple and effective, ensuring the program runs automatically to completion without manual intervention in process judgment.

[0054] In yet another exemplary embodiment of the present invention, continuing with the previously described embodiments, non-leaf nodes may include root nodes and intermediate nodes; wherein, receiving the user's selection operation for the optional answer and updating the next-level node associated with the optional answer to the current node can be implemented in the following way: In response to the user's selection of the optional answer corresponding to the root node, the next-level intermediate node associated with the optional answer is triggered; Update the next-level intermediate node associated with the optional answer to the current node.

[0055] In one embodiment, the non-leaf nodes of the fault diagnosis tree can be clearly distinguished into root nodes and intermediate nodes based on their position in the tree logic structure. The root node is the starting node of the diagnosis tree and the absolute starting point of the interaction flow. Intermediate nodes are non-leaf nodes located after the root node and before the leaf nodes, playing a bridging role in the logical structure. Leaf nodes represent solution nodes. This type of classification makes the hierarchical structure of the diagnosis tree clearer.

[0056] During application execution, after displaying the question and options at root node N1, the application waits for user input. When the user clicks on an optional answer corresponding to root node N1, the application recognizes this action as a selection made for the root node. In response, the application, based on pre-stored logical relationships, activates and prepares to jump to the next-level node uniquely associated with the optional answer. Since the next-level node originating from the root node is necessarily an intermediate node, this step essentially triggers the intermediate node, changing it from an inactive state to a displayable state, providing a clear driving signal for the process to proceed.

[0057] Furthermore, the next-level intermediate node associated with the optional answer can be updated to the current node.

[0058] In this embodiment, a dedicated trigger-update response mechanism is defined for the root node selection operation, modularizing and engineizing the driving logic of the diagnostic process. The root node, as the starting point of the process, explicitly triggers the activation of subsequent links through its selection operation. This design makes the program's control flow clearer and more structured, reduces the complexity of program state management, and improves code readability and maintainability.

[0059] In yet another exemplary embodiment of the present invention, continuing with the previously described embodiment as an example, a node is bound to a first multimedia resource corresponding to a question and a second multimedia resource corresponding to an optional answer; wherein, sequentially displaying the question corresponding to the current node and at least one optional answer to the user can be achieved in the following manner: Based on the first multimedia resource, the user is sequentially presented with the questions corresponding to the current node, and... Based on the second multimedia resource, the user is sequentially presented with the possible answers corresponding to the current node. The first multimedia resource includes any one or more of the first text, first image, first audio, and first video; the second multimedia resource includes any one or more of the second text, second image, second audio, and second video.

[0060] In one embodiment, each node in the fault diagnosis tree, including non-leaf nodes and leaf nodes, is pre-bound to a rich multimedia resource library. The first multimedia resource is strongly associated with the problem represented by the node, and this resource is used to assist in explaining or presenting the problem. The optional answers provided by the second multimedia resource node are strongly associated, and each optional answer is bound to an independent second multimedia resource, used to explain or illustrate the corresponding state or choice.

[0061] During application, when the diagnostic process reaches the current node at a certain level, the application needs to display the question corresponding to that node and / or the optional answers for that node to the user. During the application process, the question corresponding to the current node can be displayed to the user sequentially using any one or more of the following formats: text, images, audio, and video.

[0062] In another example, the available answers for the current node can be displayed to the user in one or more of the following formats: text, images, audio, and video.

[0063] In another embodiment, questions and optional answers can be distinguished by different identifiers. For example, a short bar with a preset color can be used as an identifier for a question, and a short bar with another preset color can be used as an identifier for an optional answer.

[0064] In this embodiment, by combining visual elements such as text, images, and videos, abstract textual descriptions can be transformed into concrete and visual guidance, enabling users to accurately understand the components, locations, or operation steps referred to in the problem, thereby making correct judgments and choices and fundamentally reducing the probability of misoperation.

[0065] In yet another exemplary embodiment of the present invention, continuing with the previously described embodiments, after triggering the next-level intermediate node associated with the optional answer in response to the user's selection operation on the root node, the self-service fault location method may further include the following steps: A return control is pre-set in the display interface, wherein the return control is used to return to the interface of the previous node; In response to the user clicking the return control, the display will return to the interface of the previous node, and The interface of the parent node displays the question and available answers corresponding to that parent node.

[0066] In one embodiment, a back control can be pre-defined in the application's display interface. This control is typically a button located at the top or bottom of the interface, bearing the text "Back" or an arrow icon. Its core function is to allow the user to return to the interface of the previous node in the diagnostic tree.

[0067] In one embodiment, if the user has already selected an answer based on the question at the root node and triggered the next level node, the display interface updates to show the question for the current node. If, after seeing the new question, the user realizes that their answer to the previous question was incorrect, or wants to review the description of the previous question, the user can click the back control on the display interface.

[0068] During application execution, when the user selects the back control, the application immediately executes the backtracking logic, returning the displayed interface to the previous node's interface and showing the question and available answers corresponding to that node. In this scenario, the state is restored to the state before the user made their selection, awaiting the user's next action.

[0069] It should be noted that users may accidentally make mistakes or misjudgments during the hierarchical diagnostic process. The back function provides a crucial undo operation, allowing users to correct incorrect selections without being forced to completely exit the current diagnostic process and start over. This greatly reduces the cost caused by a single operational error, giving users greater operational freedom and a sense of control.

[0070] In an exemplary embodiment of the present invention, continuing with the previously described embodiments, the self-service fault location method further includes the following steps: Pre-set a first window display control for the question corresponding to the current node, and / or pre-set a second window display control for the optional answers corresponding to the current node; In response to the user clicking the first window display control, the user is shown an explanation video and / or explanation image and / or explanation audio and / or explanation text for the question corresponding to the current node; In response to the user clicking the second window display control, the system displays the explanatory video and / or explanatory image and / or explanatory audio and / or explanatory text for the optional answers corresponding to the current node.

[0071] In one embodiment, a first window display control can be pre-set for the question corresponding to the current node in the application's display interface; for example, it could be a "View Details" button. Similarly, a second window display control can be pre-set for the optional answers corresponding to the current node.

[0072] Suppose the diagnosis has progressed to a certain level, and the problem corresponding to the current node is: "Please check if the drain pump filter is clogged." The user may not know where the "drain pump filter" is or how to check it. In this scenario, the user can select a control in the first window, and based on the selected control, the system will display an explanatory video and / or images and / or audio and / or text explaining the problem corresponding to the current node.

[0073] In the same manner, in response to the user clicking the second window display control, the system displays the explanatory video and / or explanatory image and / or explanatory audio and / or explanatory text for the optional answers corresponding to the current node.

[0074] In this embodiment, by setting up a first window display control and a second window display control, specialized explanations can be provided for specific questions and answer options, accurately resolving specific confusions that users may encounter at this step. For example, by displaying physical images, users have clear visual evidence for their judgments, thereby improving the accuracy of their answers and the reliability of the entire diagnostic process.

[0075] In yet another exemplary embodiment of the present invention, continuing with the previously described embodiments, the fault diagnosis tree further displays at least one candidate fault solution corresponding to different models of equipment, and the probability value of the candidate fault solution; the self-service fault location method may further include the following steps: Obtain the target device model; Based on the target equipment model and the fault diagnosis tree, at least one candidate target fault solution corresponding to the target equipment model is obtained, as well as the probability value of the candidate target fault solution. Based on probability values, the candidate target failure solution with the highest probability value is determined from the candidate target failure solutions, and the candidate target failure solution with the highest probability value is taken as the failure solution for the target device.

[0076] In one embodiment, the fault diagnosis tree also displays at least one candidate fault solution corresponding to different device models, along with the probability value of each candidate fault solution. During application, based on the target device model, at least one candidate target fault solution corresponding to the target device model can be obtained, along with its probability value, by using the at least one candidate fault solution displayed on the fault diagnosis tree for different device models.

[0077] Furthermore, based on the probability values ​​of the candidate target failure solutions, the candidate target failure solution with the highest probability value can be selected as the final solution for the target device model.

[0078] In this embodiment, probability sorting provides users with a clear, data-driven priority order, thereby solving the problem with the shortest path and lowest cost.

[0079] In an exemplary embodiment of the present invention, continuing with the above-described embodiments as an example, the self-service fault location method may further include the following steps: Pre-configure the repair control on the display interface; If the solution fails to resolve the target device malfunction, the malfunction information of the target device will be reported and processed in response to the user clicking the repair request control.

[0080] In one embodiment, a repair request control can be pre-set in the application's display interface. This control is typically a prominent button that appears at the end of the fault diagnosis process, and its label may be "Contact Customer Service," "One-Click Repair Request," or "Solution Not Solved, Request Help," etc.

[0081] During the application process, if the user is unable to resolve the target fault by following the aforementioned diagnostic tree guidance, the user can click the repair control on the display interface. The application will respond to the user's click on the repair control and immediately trigger the subsequent process to report and process the target fault.

[0082] In this embodiment, by setting up a repair request control, it can be ensured that even if users cannot solve the problem through self-service, their needs will not be put on hold and can be transferred to professional service channels in a timely and smooth manner, thereby improving the user experience and satisfaction.

[0083] In one embodiment, for the same household appliance with multiple target faults, instead of creating two separate repair orders for these two target faults, the two target faults are merged into a single repair order, which is then submitted for processing. By merging multiple faults on the same device into one work order, the after-sales system avoids receiving multiple duplicate or related work orders. This allows customer service personnel to dispatch work only once, and repair personnel to make only one on-site visit, thus handling all accumulated fault issues. This significantly reduces repetitive work in work order management, task allocation, and personnel scheduling, optimizing the utilization efficiency of human resources and time.

[0084] As described above, this invention provides a self-service fault location method. This method is applied to a smart home appliance troubleshooting application, which includes a display interface. The method includes: acquiring at least one fault information reported by the target device; matching the fault information with a corresponding fault diagnosis tree, wherein the fault diagnosis tree consists of multiple nodes, including at least one non-leaf node representing a problem and leaf nodes representing a solution to the problem; and sequentially displaying the problem corresponding to the current node and at least one optional answer to the user according to the logical structure of the fault diagnosis tree, thereby guiding the user to locate the fault solution for the target device. This invention achieves hierarchical and structured troubleshooting of target devices, thus providing efficient and targeted solutions for target device faults, improving user experience and satisfaction.

[0085] Figure 4 This is a schematic diagram of the self-service fault location device provided by the present invention.

[0086] The self-service fault location device provided by the present invention is described below. The self-service fault location device described below and the self-service fault location method described above can be referred to in correspondence.

[0087] In an exemplary embodiment of the present invention, combined with Figure 4 As can be seen, the self-service fault location device is used in the smart home appliance troubleshooting application. The smart home appliance troubleshooting application includes a display interface. The self-service fault location device may include an acquisition module 410, a matching module 420, and a processing module 430. Each module will be described below.

[0088] The acquisition module 410 can be configured to acquire at least one fault information reported by the target device; The matching module 420 can be configured to match a fault diagnosis tree corresponding to the fault information based on the fault information, wherein the fault diagnosis tree consists of multiple nodes, including at least one non-leaf node representing a problem and a leaf node representing a fault solution. The processing module 430 can be configured to sequentially display the problem corresponding to the current node and at least one optional answer to the user according to the logical structure of the fault diagnosis tree, so as to guide the user to locate the fault solution of the target device.

[0089] In an exemplary embodiment of the present invention, the logical structure of the fault diagnosis tree is composed of the logical relationships between non-leaf nodes and leaf nodes; the processing module 430 can implement the following method to sequentially display the problem corresponding to the current node and at least one optional answer to the user according to the logical structure of the fault diagnosis tree, so as to guide the user to locate the fault solution of the target device: Based on the logical relationship between non-leaf nodes and leaf nodes in the fault diagnosis tree, the user is sequentially shown the problem corresponding to the current node and at least one optional answer. Receive the user's selection operation for the optional answer, and update the next-level node associated with the selected optional answer to the current node; The process involves repeatedly displaying the question corresponding to the current node and at least one optional answer to the user until the user selects the optional answer, and updating the next-level node associated with the selected optional answer to the current node, until the current node becomes a leaf node. Based on the fault solutions corresponding to the leaf nodes, the fault solutions for the target device are determined.

[0090] In an exemplary embodiment of the present invention, the non-leaf nodes include root nodes and intermediate nodes; the processing module 430 can receive the user's selection operation on the optional answer in the following manner, and update the next-level node associated with the selected optional answer to the current node: In response to the user's selection of the optional answer corresponding to the root node, the next-level intermediate node associated with the optional answer is triggered; Update the next-level intermediate node associated with the optional answer to the current node.

[0091] In an exemplary embodiment of the present invention, the node is bound to a first multimedia resource corresponding to the question and a second multimedia resource corresponding to the optional answer; the processing module 430 can sequentially display the question corresponding to the current node and at least one optional answer to the user in the following manner: Based on the first multimedia resource, the user is sequentially shown the problem corresponding to the current node, and... Based on the second multimedia resource, the user is sequentially presented with the optional answers corresponding to the current node. The first multimedia resource includes any one or more of the first text, first image, first audio, and first video; the second multimedia resource includes any one or more of the second text, second image, second audio, and second video.

[0092] In an exemplary embodiment of the present invention, the processing module 430 may further be configured to: A return control is pre-set in the display interface, wherein the return control is used to return to the interface of the previous node; In response to the user clicking the return control, the display will return to the interface of the previous node, and The interface of the parent node displays the question and available answers corresponding to that parent node.

[0093] In an exemplary embodiment of the present invention, the processing module 430 may further be configured to: Pre-set a first window display control for the question corresponding to the current node, and / or pre-set a second window display control for the optional answers corresponding to the current node; In response to the user clicking the first window display control, the user is shown an explanation video and / or explanation image and / or explanation audio and / or explanation text for the question corresponding to the current node; In response to the user clicking the second window display control, the system displays the explanatory video and / or explanatory image and / or explanatory audio and / or explanatory text for the optional answers corresponding to the current node.

[0094] In an exemplary embodiment of the present invention, the fault diagnosis tree further displays at least one candidate fault solution corresponding to different models of equipment, and the probability value of the candidate fault solution; the processing module 430 can also be configured to: Obtain the target device model; Based on the target device model and the fault diagnosis tree, at least one candidate target fault solution corresponding to the target device model is obtained, as well as the probability value of the candidate target fault solution; Based on the probability value, the candidate target fault solution corresponding to the maximum probability value is determined among the candidate target fault solutions, and the candidate target fault solution corresponding to the maximum probability value is taken as the fault solution of the target device.

[0095] In an exemplary embodiment of the present invention, the processing module 430 may further be configured to: Pre-configure the repair control on the display interface; If the solution fails to resolve the target device malfunction, the malfunction information of the target device will be reported and processed in response to the user clicking the repair request control.

[0096] Figure 5 An example is a schematic diagram of the physical structure of an electronic device, such as... Figure 5 As shown, the electronic device may include: a processor 510, a communications interface 520, a memory 530, and a communication bus 540, wherein the processor 510, communications interface 520, and memory 530 communicate with each other through the communication bus 540. The processor 510 can call logical instructions in the memory 530 to execute a self-service fault location method. This method is applied to a smart home appliance troubleshooting application, which includes a display interface. The method includes: acquiring at least one fault information reported by the target device; matching a fault diagnosis tree corresponding to the fault information, wherein the fault diagnosis tree consists of multiple nodes, including at least one non-leaf node representing a problem and a leaf node representing a fault solution; and sequentially displaying the problem corresponding to the current node and at least one optional answer to the user according to the logical structure of the fault diagnosis tree, to guide the user in locating the fault solution of the target device.

[0097] Furthermore, the logical instructions in the aforementioned memory 530 can be implemented as software functional units and, when sold or used as independent products, can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of the present invention, or the part that contributes to the prior art, or a part of the technical solution, can be embodied in the form of a software product. This computer software product is stored in a storage medium and includes several instructions to cause a computer device (which may be a personal computer, server, or network device, etc.) to execute all or part of the steps of the methods described in the various embodiments of the present invention. The aforementioned storage medium includes various media capable of storing program code, such as USB flash drives, portable hard drives, read-only memory (ROM), random access memory (RAM), magnetic disks, or optical disks.

[0098] On the other hand, the present invention also provides a computer program product, which includes a computer program that can be stored on a non-transitory computer-readable storage medium. When the computer program is executed by a processor, the computer can execute the self-service fault location method provided by the above methods. The method is applied to a smart home appliance troubleshooting application, which includes a display interface. The method includes: acquiring at least one fault information reported by the target device; matching a fault diagnosis tree corresponding to the fault information based on the fault information, wherein the fault diagnosis tree consists of multiple nodes, including at least one non-leaf node representing a problem and a leaf node representing a fault solution; and sequentially displaying the problem corresponding to the current node and at least one optional answer to the user according to the logical structure of the fault diagnosis tree, so as to guide the user to locate the fault solution of the target device.

[0099] In another aspect, the present invention also provides a non-transitory computer-readable storage medium storing a computer program thereon, which, when executed by a processor, implements the self-service fault location method provided by the above methods. The method is applied to a smart home appliance troubleshooting application, which includes a display interface. The method includes: acquiring at least one fault information reported by a target device; matching a fault diagnosis tree corresponding to the fault information based on the fault information, wherein the fault diagnosis tree consists of multiple nodes, including at least one non-leaf node representing a problem and a leaf node representing a fault solution; and sequentially displaying the problem corresponding to the current node and at least one optional answer to the user according to the logical structure of the fault diagnosis tree, to guide the user in locating the fault solution for the target device.

[0100] The device embodiments described above are merely illustrative. The units described as separate components may or may not be physically separate. The components shown as units may or may not be physical units; that is, they may be located in one place or distributed across multiple network units. Some or all of the modules can be selected to achieve the purpose of this embodiment according to actual needs. Those skilled in the art can understand and implement this without any creative effort.

[0101] Through the above description of the embodiments, those skilled in the art can clearly understand that each embodiment can be implemented by means of software plus necessary general-purpose hardware platforms, and of course, it can also be implemented by hardware. Based on this understanding, the above technical solutions, in essence or the part that contributes to the prior art, can be embodied in the form of a software product. This computer software product can be stored in a computer-readable storage medium, such as ROM / RAM, magnetic disk, optical disk, etc., and includes several instructions to cause a computer device (which may be a personal computer, server, or network device, etc.) to execute the methods described in the various embodiments or some parts of the embodiments.

[0102] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention, and not to limit them; although the present invention 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 of the technical features; and these modifications or substitutions do not cause the essence of the corresponding technical solutions to deviate from the spirit and scope of the technical solutions of the embodiments of the present invention.

Claims

1. A self-help fault locating method, characterized by, The method is applied to a smart home appliance troubleshooting application, the smart home appliance troubleshooting application comprising a display interface, and the method comprises: obtaining at least one fault information reported by a target device; matching a fault diagnosis tree corresponding to the fault information according to the fault information, wherein the fault diagnosis tree is composed of multiple nodes, and the multiple nodes comprise at least one non-leaf node representing a question and a leaf node representing a fault solution; according to a logical structure of the fault diagnosis tree, sequentially displaying a question corresponding to a current node and at least one selectable answer to a user to guide the user to locate a fault solution of the target device.

2. The self-help fault locating method of claim 1, wherein, The logical structure of the fault diagnosis tree is composed of a logical relationship between the non-leaf node and the leaf node; and according to the logical structure of the fault diagnosis tree, sequentially displaying the question corresponding to the current node and the at least one selectable answer to the user to guide the user to locate the fault solution of the target device comprises: according to the logical relationship between the non-leaf node and the leaf node in the fault diagnosis tree, sequentially displaying the question corresponding to the current node and the at least one selectable answer to the user; receiving a selection operation of the user on the selectable answer, and updating a next-level node associated with the selected selectable answer as the current node; cyclically performing the steps of sequentially displaying the question corresponding to the current node and the at least one selectable answer to the user to the step of receiving the selection operation of the user on the selectable answer and updating the next-level node associated with the selected selectable answer as the current node until the current node is the leaf node; determining the fault solution of the target device based on a fault solution corresponding to the leaf node.

3. The self-help fault locating method of claim 2, wherein, The non-leaf node comprises a root node and an intermediate node; and the receiving of the selection operation of the user on the selectable answer and the updating of the next-level node associated with the selected selectable answer as the current node comprises: in response to the selection operation of the user on the selectable answer corresponding to the root node, triggering a next-level intermediate node associated with the selectable answer; updating the next-level intermediate node associated with the selectable answer as the current node.

4. The self-help fault locating method of claim 1, wherein, The node is bound with a first multimedia resource corresponding to the question and a second multimedia resource corresponding to the selectable answer; the sequentially displaying of the question corresponding to the current node and the at least one selectable answer to the user comprises: based on the first multimedia resource, sequentially displaying the question corresponding to the current node to the user, and based on the second multimedia resource, sequentially displaying the selectable answer corresponding to the current node to the user, wherein the first multimedia resource comprises any one or several of a first text, a first picture, a first audio, and a first video; and the second multimedia resource comprises any one or several of a second text, a second picture, a second audio, and a second video.

5. The self-help fault locating method of claim 3, wherein, after the response to the selection operation of the user on the selectable answer corresponding to the root node, triggering the next-level intermediate node associated with the selectable answer, the method further comprises: previously setting a return control in the display interface, wherein the return control is used to return to an interface where a previous-level node is located; and in response to the user clicking the return control, the display interface returns to the interface where the upper level node is located, and the interface where the upper level node is located displays the question corresponding to the upper level node and the selectable answer.

6. The self-help fault locating method of claim 3, wherein, The method further comprises: previously setting a first window display control for the question corresponding to the current node, and / or previously setting a second window display control for the selectable answer corresponding to the current node; in response to the user clicking the first window display control, the user is displayed the explanation video and / or explanation picture and / or explanation audio and / or explanation text of the question corresponding to the current node; in response to the user clicking the second window display control, the user is displayed the explanation video and / or explanation picture and / or explanation audio and / or explanation text of the selectable answer corresponding to the current node.

7. The self-help fault locating method of claim 1, wherein, The fault diagnosis tree further displays at least one candidate fault solution corresponding to different models of equipment and the probability value of the candidate fault solution; the method further comprises: obtaining the target equipment model of the target equipment; based on the target equipment model and the fault diagnosis tree, obtaining at least one candidate target fault solution corresponding to the target equipment model and the probability value of the candidate target fault solution; based on the probability value, determining the candidate target fault solution corresponding to the maximum probability value in the candidate target fault solution, and taking the candidate target fault solution corresponding to the maximum probability value as the fault solution of the target equipment.

8. The self-help fault locating method of claim 1, wherein, The method further comprises: previously setting a repair control on the display interface; in the case that the solution cannot solve the fault of the target equipment, in response to the user clicking the repair control, the fault information of the target equipment is reported and processed.

9. A self-help fault locating device, characterized by The device is applied to a smart home appliance troubleshooting application, and the smart home appliance troubleshooting application comprises a display interface; the device comprises: an acquisition module configured to acquire at least one fault information reported by a target equipment; a matching module configured to match a fault diagnosis tree corresponding to the fault information according to the fault information, wherein the fault diagnosis tree is composed of a plurality of nodes, and the plurality of nodes include at least one non-leaf node representing a question and a leaf node representing a fault solution; a processing module configured to display, according to the logical structure of the fault diagnosis tree, the question corresponding to the current node and at least one selectable answer to a user in sequence, so as to guide the user to locate the fault solution of the target equipment. 10.An electronic device comprising a memory and a processor, the electronic device characterized by, The memory stores a computer program, and the processor is configured to execute the self-help fault positioning method according to any one of claims 1 to 8 through the computer program.

11. A non-transitory computer-readable storage medium having stored thereon a computer program, characterized in that, The computer program is executed by the processor to implement the self-help fault positioning method according to any one of claims 1 to 8.

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