A home device interaction method, device, apparatus and medium

Abstract

Embodiments of the present application provide a kind of interactive method, device, equipment and medium of home equipment, method includes: in the case where detecting home equipment exception, determine that the target component of home equipment exception occurs;Determine the exception handling scheme for abnormal component;Exception handling scheme includes the repair service scheme for target component, and / or, purchase target component shopping scheme;According to exception handling scheme, initiate interaction to user, to guide user to submit repair service order or shopping order for target component.The embodiments of the present application accurately locate the target component of the abnormal state of home equipment, generate composite processing scheme containing repair service and component purchase, and initiate interaction to user accordingly, effectively fill the " experience fault " of equipment operation and maintenance link, expand the functional boundary of smart home as life service center, improve the convenience and intelligent experience of user life.

Description

Technical Field

[0001] This invention relates to the field of smart home technology, and in particular to an interaction method and an interaction device for home devices. Background Technology

[0002] With the rapid development of IoT technology, whole-house smart home systems have become deeply integrated into modern life, achieving widespread application and high automation in core scenarios such as intelligent lighting control, automatic indoor environment adjustment, and home security monitoring. However, despite the increasing maturity of device interconnection and automated control, there is still a significant "experience gap" in device maintenance and after-sales service. Once a device malfunctions, users often find themselves in a passive situation of "difficulty in detection, diagnosis, and repair," having to rely on manual troubleshooting or cumbersome after-sales procedures. This limits the potential of smart homes as a life service center and makes it difficult to meet users' growing demand for intelligent solutions. Summary of the Invention

[0003] In view of the above problems, embodiments of the present invention are proposed to provide an interaction method, apparatus, device and medium for home appliances that overcomes or at least partially solves the above problems.

[0004] According to a first aspect of the present invention, an interaction method for a home appliance is provided, the method comprising: In the event of a detected malfunction in a home appliance, the target component of the home appliance that is malfunctioning is identified; Determine an anomaly handling plan for the abnormal component; the anomaly handling plan includes a repair service plan for the target component, and / or a purchase plan for the target component; The system will initiate an interaction with the user based on the aforementioned exception handling scheme, guiding the user to submit a repair service order and / or a shopping order for the target component.

[0005] Optionally, the repair service plan includes a repair service link to a service point that provides repair services; the shopping plan includes the target component, and / or a product link to a replacement component for the target component.

[0006] Optionally, determining the anomaly handling scheme for the abnormal component includes: Obtain the device information of the home appliance and the address information of the user; Based on the device information of the home appliance and the address information of the user, the system queries service points that provide repair services and generates repair service links for those service points.

[0007] Optionally, determining the anomaly handling scheme for the abnormal component further includes: Determine whether the home appliances are under warranty; The step of querying service points that provide repair services based on the device information of the home appliance and the address information of the user includes: If the home appliance is under warranty, the warranty service point that provides repair services will be located based on the appliance information and the user's address information.

[0008] Optionally, determining the anomaly handling scheme for the abnormal component includes: Obtain the device information of the home appliances; Based on the device information of the home appliance, query the component information of the target component; Based on the component information of the target component, generate a product link for the target component and / or a product link for a replacement component of the target component.

[0009] Optionally, generating a product link for the target component and / or a product link for a replacement component of the target component based on the component information of the target component includes: Based on the component information of the target component, determine the inventory quantity of the target component; if the inventory quantity of the target component is greater than zero, generate a product link for the target component; And / or, identify replacement parts for the target part and generate product links for the replacement parts.

[0010] Optionally, the step of initiating interaction with the user according to the exception handling scheme to guide the user to submit a repair service order and / or shopping order for the target component includes: Initiate inquiry information to the user; the inquiry information includes: inquiry information regarding repair service plans, and / or, inquiry information regarding shopping plans; Get the user's reply information; Based on the response information, submit the repair service order and / or shopping order.

[0011] According to a second aspect of the present invention, an interactive device for a home appliance is provided, the device comprising: The target component determination module is used to determine the target component of the home appliance that is malfunctioning when an abnormality is detected in the home appliance. The handling solution determination module is used to determine the abnormal handling solution for the abnormal component; the abnormal handling solution includes a repair service plan for the target component, and / or a purchase plan for the target component; The interaction module is used to initiate interaction with the user according to the exception handling scheme, so as to guide the user to submit a repair service order and / or shopping order for the target component.

[0012] Optionally, the repair service plan includes a repair service link to a service point that provides repair services; the shopping plan includes the target component, and / or a product link to a replacement component for the target component.

[0013] Optionally, the processing scheme determination module includes: The address acquisition submodule is used to acquire the device information of the home appliances and the address information of the user; The device information query submodule is used to query service points that provide repair services based on the device information of the home appliances and the address information of the user, and generate repair service links for the service points.

[0014] Optionally, the processing scheme determination module further includes: The warranty period determination submodule is used to determine whether the home appliances are within the warranty period; The device information query submodule includes: The query unit is used to query the warranty service point that provides repair services based on the equipment information of the home appliance and the address information of the user if the home appliance is under warranty.

[0015] Optionally, the processing scheme determination module includes: The device information acquisition submodule is used to acquire the device information of the home appliances; The component information query submodule is used to query the component information of the target component based on the device information of the home appliance; The product link generation submodule is used to generate product links for the target component and / or product links for replacement components of the target component based on the component information of the target component.

[0016] Optionally, the product link generation submodule includes: An inventory quantity determination unit is used to determine the inventory quantity of the target component based on the component information of the target component; A product link generation unit is configured to generate a product link for the target component when the inventory quantity of the target component is greater than zero; and / or to determine a replacement component for the target component and generate a product link for the replacement component.

[0017] Optionally, the interaction module includes: The inquiry submodule is used to send inquiry information to the user; the inquiry information includes: inquiry information regarding repair service plans, and / or, inquiry information regarding shopping plans; The reply information retrieval submodule is used to retrieve the user's reply information; The submission submodule is used to submit the repair service order and / or shopping order based on the response information.

[0018] According to a third aspect of the present invention, an electronic device is provided, the electronic device comprising: a processor, a memory, and a computer program stored in the memory and capable of running on the processor, wherein the computer program, when executed by the processor, implements the steps of the interaction method of the home device as described in any of the preceding claims.

[0019] According to a fourth aspect of the present invention, a computer-readable storage medium is provided, on which a computer program is stored, which, when executed by a processor, implements the steps of the interaction method of the home appliance as described in any of the preceding claims.

[0020] The technical solutions provided by the embodiments of the present invention may include the following beneficial effects: This invention provides an interaction method for home appliances. When an anomaly is detected in a home appliance, the method identifies the target component causing the anomaly; determines an anomaly handling plan for the anomaly component; the anomaly handling plan includes a repair service plan for the target component and / or a purchase plan for the target component; and initiates interaction with the user based on the anomaly handling plan to guide the user to submit a repair service order or a purchase order for the target component. This invention accurately locates the anomaly target component by analyzing the operating status of the home appliance, generates a composite handling plan including repair service and component purchase, and initiates interaction guidance to the user accordingly. This effectively bridges the "experience gap" in the device operation and maintenance process, expands the functional boundaries of smart homes as a life service center, and enhances the convenience and intelligent experience of users' lives. Attached Figure Description

[0021] Figure 1 This is a flowchart illustrating the steps of an interactive method for home appliances provided in an embodiment of the present invention. Figure 2 This is a flowchart of another interaction method for home devices provided in an embodiment of the present invention; Figure 3 This is a structural block diagram of an interactive device for home appliances provided in an embodiment of the present invention. Detailed Implementation

[0022] To make the above-mentioned objects, features and advantages of the present invention more apparent and understandable, the present invention will be further described in detail below with reference to the accompanying drawings and specific embodiments.

[0023] One of the core concepts of this invention is that it can accurately locate abnormal target components by analyzing the operating status of home devices, generate a composite solution that includes repair services and component purchase, and initiate interactive guidance to users accordingly. This effectively bridges the "experience gap" in the device operation and maintenance process, expands the functional boundaries of smart homes as a life service center, and enhances the convenience and intelligent experience of users' lives.

[0024] Reference Figure 1 The diagram illustrates a flowchart of the interaction method for a home appliance according to an embodiment of the present invention. The method may specifically include the following steps: Step 101: If an abnormality is detected in the home appliance, determine the target component of the home appliance that is malfunctioning; For example, smart home devices typically consist of multiple functional components, and a general "device malfunction" message fails to provide users with effective troubleshooting guidance. By identifying the target component, the smart home system can narrow down the scope of the fault from the entire device to a specific hardware or module. For instance, it can determine whether the problem lies with the fingerprint recognition module of a smart door lock or the driver circuit of a smart light bulb. This precise identification helps users quickly understand the root cause of the fault, reducing the time and cost of blind troubleshooting. Furthermore, it lays the foundation for generating accurate troubleshooting solutions—only by identifying the faulty component can corresponding repair services or suitable replacement parts be matched, avoiding incorrect repair directions or the purchase of incompatible accessories due to ambiguous information. This improves the efficiency and accuracy of fault handling and optimizes the user's troubleshooting experience.

[0025] Step 102: Determine the abnormal handling plan for the abnormal component; the abnormal handling plan includes a repair service plan for the target component, and / or a purchase plan for the target component; For example, the troubleshooting of smart home devices is upgraded from "passive notification" to "proactive service," fully unleashing their potential as a life service center. First, the troubleshooting solution covers both repair and shopping paths, catering to different user needs and preferences: for situations where users wish to retain the original device, the faulty component is repairable, or replacing the faulty component is cumbersome, a repair service solution is provided. Service point links allow users to quickly connect with professional repair resources, avoiding the hassle of searching for repair channels themselves. For situations where the component is irreparable or the user prefers to replace it themselves, a shopping solution is provided, directly offering product links to the target component or its replacement, ensuring users can accurately match compatible parts and avoid purchasing errors due to model incompatibility. Second, integrating service point links and product links into the solution achieves one-stop processing of "fault diagnosis - solution generation - service integration." Users no longer need to switch between multiple platforms to search, significantly reducing the time cost and operational threshold of troubleshooting. Furthermore, this design expands the service boundaries of smart homes, making them not only device control tools but also a bridge connecting users and after-sales service. This not only improves the convenience and experience for users in dealing with device malfunctions but also provides an effective path for the integration of life service resources into the smart home ecosystem, meeting users' needs for intelligent and integrated life services.

[0026] Step 103: Initiate an interaction with the user according to the exception handling scheme to guide the user to submit a repair service order and / or shopping order for the target component.

[0027] For example, a simple fault alarm only informs the user that "there's a problem," but it cannot solve the problem of "how to fix it." However, through proactive interactive guidance, the system can directly transform diagnostic results into actionable service or shopping instructions. This process not only shortens the decision-making path for users from discovering a fault to seeking a solution, but also lowers the operational threshold for users through intelligent guidance, avoiding user confusion when faced with a fault. By guiding users to submit orders, the system directly connects to backend repair resources or the supply chain, ensuring that faults can be resolved quickly and professionally, thereby minimizing equipment downtime and ensuring the continuity of users' lives and a smart experience.

[0028] This invention provides an interaction method for home appliances. When an anomaly is detected in a home appliance, the method identifies the target component causing the anomaly; determines an anomaly handling plan for the anomaly component; the anomaly handling plan includes a repair service plan for the target component and / or a purchase plan for the target component; and initiates interaction with the user based on the anomaly handling plan to guide the user to submit a repair service order or a purchase order for the target component. This invention accurately locates the anomaly target component by analyzing the operating status of the home appliance, generates a composite handling plan including repair service and component purchase, and initiates interaction guidance to the user accordingly. This effectively bridges the "experience gap" in the device operation and maintenance process, expands the functional boundaries of smart homes as a life service center, and enhances the convenience and intelligent experience of users' lives.

[0029] Reference Figure 2 The diagram illustrates a flowchart of another interaction method for home devices provided by an embodiment of the present invention. The method may specifically include the following steps: Step 201: If an abnormality is detected in the home appliance, determine the target component of the home appliance that is malfunctioning; For example, smart home devices typically consist of multiple functional components, and a general "device malfunction" message fails to provide users with effective troubleshooting guidance. By identifying the target component, the smart home system can narrow down the scope of the fault from the entire device to a specific hardware or module. For instance, it can determine whether the problem lies with the fingerprint recognition module of a smart door lock or the driver circuit of a smart light bulb. This precise identification helps users quickly understand the root cause of the fault, reducing the time and cost of blind troubleshooting. Furthermore, it lays the foundation for generating accurate troubleshooting solutions—only by identifying the faulty component can corresponding repair services or suitable replacement parts be matched, avoiding incorrect repair directions or the purchase of incompatible accessories due to ambiguous information. This improves the efficiency and accuracy of fault handling and optimizes the user's troubleshooting experience.

[0030] Step 202: Determine an anomaly handling plan for the abnormal component; the anomaly handling plan includes a repair service plan for the target component, and / or a shopping plan for purchasing the target component; the repair service plan includes a repair service link for a service point that provides repair services; the shopping plan includes the target component, and / or a product link for a replacement part of the target component.

[0031] For example, the troubleshooting of smart home devices is upgraded from "passive notification" to "proactive service," fully unleashing their potential as a life service center. First, the troubleshooting solution covers both repair and shopping paths, catering to different user needs and preferences: for situations where users wish to retain the original device, the faulty component is repairable, or replacing the faulty component is cumbersome, a repair service solution is provided. Service point links allow users to quickly connect with professional repair resources, avoiding the hassle of searching for repair channels themselves. For situations where the component is irreparable or the user prefers to replace it themselves, a shopping solution is provided, directly offering product links to the target component or its replacement, ensuring users can accurately match compatible parts and avoid purchasing errors due to model incompatibility. Second, integrating service point links and product links into the solution achieves one-stop processing of "fault diagnosis - solution generation - service integration." Users no longer need to switch between multiple platforms to search, significantly reducing the time cost and operational threshold of troubleshooting. Furthermore, this design expands the service boundaries of smart homes, making them not only device control tools but also a bridge connecting users and after-sales service. This not only improves the convenience and experience for users in dealing with device malfunctions but also provides an effective path for the integration of life service resources into the smart home ecosystem, meeting users' needs for intelligent and integrated life services.

[0032] In one embodiment, step 202 includes the following sub-steps: Step S11: Obtain the device information of the home appliance and the address information of the user; For example, device information includes key identifiers such as the device's brand, model, and serial number. These are crucial for determining the device's warranty status, matching compatible repair parts, and selecting service points with the necessary repair capabilities. This avoids issues like mismatched repair plans or incompatible parts due to unclear device information. The user's address information clarifies the device's installation location and is fundamental for selecting the "nearest service point." Only by combining address information can the service resource closest to the user and with the fastest response time be identified from among numerous repair points, reducing on-site travel time and improving service efficiency. The combination of these two elements ensures both the professionalism and convenience of the repair service, laying the foundation for generating accurate repair service links and preventing users from facing difficulties such as "not being able to find a suitable repair point" or "the repair point being too far away" due to missing information.

[0033] Step S12: Determine whether the home appliance is under warranty; For example, devices within the warranty period typically enjoy free or discounted repair services provided by the manufacturer. By determining the warranty status, the system can prioritize matching users with officially authorized warranty service points, helping them enjoy their due warranty rights and avoiding unnecessary additional repair costs. Devices outside the warranty period, however, require paid repair services or self-purchase options. The system can adjust its service strategy based on this status, such as recommending more cost-effective third-party repair points or directly guiding users to purchase replacement parts. This differentiation based on warranty status not only protects users' legal rights within the warranty period but also provides flexible solutions for devices outside the warranty period, avoiding a "one-size-fits-all" service model that leads to excessive costs or damage to users' rights, and making repair solutions more aligned with users' actual needs and economic considerations.

[0034] Step S13: Based on the device information of the home appliance and the address information of the user, query the service points that provide repair services and generate the repair service links of the service points.

[0035] For example, device information is used to filter service points with the corresponding brand and model repair capabilities, ensuring that service points have professional technicians and suitable parts reserves, avoiding service failures or secondary malfunctions due to mismatched repair capabilities; address information is used to prioritize the resource closest to the user from the qualified service points, shortening on-site response time and improving service efficiency. The core value of generating repair service links lies in "one-stop service access"—users do not need to search or filter repair points themselves; they can simply click the link to be directly redirected to the service point's appointment page to submit repair requests and schedule service times, significantly reducing the user's operational threshold and time costs. This design simplifies the process of "device failure - service matching - service access" to "one-click access," improving the efficiency of repair services and allowing users to experience the convenience of the smart home ecosystem, avoiding the impact of cumbersome repair processes on the user experience.

[0036] In one embodiment, step S13 includes the following sub-steps: Step S131: If the home appliance is under warranty, then based on the device information of the home appliance and the address information of the user, query the warranty service point that provides repair services.

[0037] For example, warranty service points are typically officially authorized or certified service providers of the brand. Their technicians undergo professional training, are familiar with the structure and repair standards of the corresponding brand's equipment, and can use genuine parts for repairs, avoiding further damage or voiding of warranty rights due to unprofessional repairs. Combining equipment information queries ensures that warranty service points are qualified to repair the corresponding model; combining address information queries allows users to select the nearest service point from the officially authorized service network, balancing the dual needs of "official professional service" and "efficient local service." This design prevents users from losing their warranty rights due to mistakenly selecting unauthorized repair points during the warranty period, and also prevents quality risks that may arise from unofficial repairs. It allows users to enjoy free or discounted warranty services while receiving more reliable and standardized repair guarantees, further strengthening the smart home system's ability to protect user rights.

[0038] In one embodiment, step 202 includes the following sub-steps: Step S21: Obtain the device information of the home appliance; For example, home appliances typically have specific brand, model, and production batch attributes, and the internal components of different appliances vary significantly in specifications, interfaces, and compatibility. Only by obtaining accurate device information can the system clearly identify the specific device, thus providing an "identity anchor" for subsequently locating the target component with the anomaly. Without device information, the system cannot distinguish the differences in components between different devices, which can easily lead to the recommended replacement parts not matching the device, causing users to make incorrect purchases. Therefore, obtaining device information is the first step in ensuring the accuracy of subsequent shopping plans. It establishes the starting point of the data link from "overall machine anomaly" to "component location" and then to "accessory matching," ensuring the logical coherence and accuracy of the entire anomaly handling process.

[0039] Step S22: Based on the device information of the home appliance, query the component information of the target component; For example, querying the component information of a target part based on the equipment information of a home appliance is to achieve precise identification and parameter locking of faulty parts. As a component of a home appliance, the specific specifications of the target part are often hidden within the overall architecture of the appliance. By combining known equipment information with the location of the malfunction, the system can delve into key component information such as the part number, technical specifications, and compatible model. This step transforms the vague "fault point" into a specific "product object," clarifying the specific item that needs repair or replacement. Only with detailed component information can the system understand the component's technical characteristics, thus providing accurate search criteria for subsequently retrieving a perfectly matching original part from the product database or finding a functionally compatible alternative, effectively avoiding purchase errors or installation failures due to unclear component parameters.

[0040] Step S23: Based on the component information of the target component, generate a product link for the target component and / or a product link for a replacement component of the target component.

[0041] For example, the use of links significantly reduces the user's search costs. Generating links to the target component satisfies the user's need to replace parts with original equipment to maintain the device's original performance; while generating links to replacement parts demonstrates the solution's flexibility and fallback capability. When original parts are difficult to obtain or too expensive, compatible replacement parts provide users with more diverse options. This dual-link generation mechanism ensures that regardless of market supply, users have access to feasible purchasing paths, thereby quickly completing device repairs, restoring the smart home system to normal operation, and significantly improving users' autonomy and convenience in dealing with device malfunctions.

[0042] In one embodiment, step S23 includes the following sub-steps: Step S231: Determine the inventory quantity of the target component based on the component information of the target component; if the inventory quantity of the target component is greater than zero, generate a product link for the target component; For example, in business logic, simply generating product links without considering inventory status might lead to users clicking the links only to find they can't purchase the item, resulting in frustration and reduced trust in the system. By pre-checking inventory quantities, the system can monitor the market supply of the target component in real time. This data is crucial for determining subsequent interaction strategies. It acts as a "filter," ensuring that the shopping options presented to the user are currently feasible, thus maintaining the effectiveness and practicality of exception handling solutions, avoiding recommending unavailable parts, and guaranteeing a smooth and efficient service process. Furthermore, when inventory is sufficient, directly generating links to the target component satisfies the user's preference for original parts, ensuring convenient repairs.

[0043] Step S232, and / or, determine the replacement part of the target part and generate a product link for the replacement part.

[0044] For example, introducing "AND / OR" replacement component logic is a highly forward-looking fault-tolerant design. This means that even if original parts are in short supply or become unavailable in the future, the system can intelligently match compatible replacement parts to provide users with alternative purchase options. This strategy ensures a seamless switch between "push when in stock" and "replace when out of stock," guaranteeing that users always have available purchasing channels to resolve device malfunctions. It avoids being trapped in a repair impasse due to a single missing part, maximizing the continuity of smart home services and user satisfaction.

[0045] In one embodiment, when generating an anomaly handling plan, the "additional energy consumption cost" caused by the faulty device can also be calculated, thus incentivizing users to repair it. In traditional smart home systems, device malfunctions are often simply considered functional deficiencies, while this strategy further uncovers the "hidden economic costs" behind the malfunction. Specifically, when the system detects abnormal energy consumption behavior in a device through sensor data (such as current, temperature, and runtime)—for example, a malfunctioning water heater thermostat causing continuous heating, or an aging air conditioner compressor leading to a significant drop in energy efficiency—the system uses a built-in energy calculation model to estimate the additional power consumption under this fault state in real time. The system not only pushes repair or replacement plans to the user but also generates an intuitive "energy loss report," clearly informing the user: "Your water heater has an abnormal temperature control, consuming an extra 5 kWh of electricity in the past 24 hours. If not repaired in time, it is estimated that the monthly electricity bill will increase by approximately XX yuan." In addition, during peak electricity price periods, the system can proactively suggest that users "temporarily shut down the faulty device and switch to an alternative plan (such as using a gas water heater)" to avoid high electricity bills. The value of this strategy lies in its transformation of the abstract concept of "equipment failure" into a concrete "monetary loss." By leveraging users' sensitivity to economic costs, it significantly improves the conversion rate of repair services and the speed of user response. Simultaneously, this responds to the societal demand for green and low-carbon solutions. By promptly repairing inefficient equipment, it reduces unnecessary energy waste and carbon emissions, making smart home systems not only assistants in daily life but also actuaries of home energy management and promoters of green living.

[0046] In one embodiment, a topological dependency and physical connection map between devices can also be constructed. When the system detects "washing machine drainage abnormality" or "water inlet timeout," it is no longer limited to checking the washing machine's own filter or pump for faults. Instead, based on the household water circuit topology map, it automatically analyzes the status of other devices downstream or upstream of the same pipeline. For example, the system may find that the flow rate of the "central water purifier" upstream of the pipeline has recently decreased significantly, thus inferring that the root cause may be insufficient water pressure throughout the house due to a clogged water purifier filter, which in turn affects the normal operation of the washing machine. Based on this cross-device root cause analysis, the system can generate a precise "combination repair / purchase plan": recommending that the user "replace the water purifier filter to restore water pressure and clean the washing machine inlet valve," and even providing a one-click purchase link that includes these two consumables.

[0047] Step 203: Initiate an interaction with the user according to the exception handling scheme to guide the user to submit a repair service order and / or shopping order for the target component.

[0048] For example, a simple fault alarm only informs the user that "there's a problem," but it cannot solve the problem of "how to fix it." However, through proactive interactive guidance, the system can directly transform diagnostic results into actionable service or shopping instructions. This process not only shortens the decision-making path for users from discovering a fault to seeking a solution, but also lowers the operational threshold for users through intelligent guidance, avoiding user confusion when faced with a fault. By guiding users to submit orders, the system directly connects to backend repair resources or the supply chain, ensuring that faults can be resolved quickly and professionally, thereby minimizing equipment downtime and ensuring the continuity of users' lives and a smart experience.

[0049] In one embodiment, step 203 includes the following sub-steps: Step S31: Initiate an inquiry to the user; the inquiry includes: an inquiry about the repair service plan, and / or an inquiry about the shopping plan; For example, when faced with device malfunctions, different users have different preferences: some users prefer to seek professional on-site repair services to ensure repair quality; others may have hands-on skills and prefer to buy parts to replace them themselves to save costs or time. By initiating a query with multiple solution options, the system no longer unilaterally enforces a certain processing logic, but instead returns the choice to the user. This interaction method not only reflects the flexibility and humanization of the service, but also effectively avoids service mismatch caused by the system misinterpreting the user's intentions, ensuring that the final adopted solution is one that the user truly approves of and is willing to implement, thereby improving user satisfaction and trust in smart home services.

[0050] Step S32: Obtain the user's reply information; For example, after the system initiates an inquiry, the user's response is a crucial bridge connecting "solution recommendation" and "order execution." Only by acquiring and parsing this response information can the system determine whether the user has chosen "repair," "purchase," or rejected the current solution. This data not only confirms the user's interaction intentions but also pinpoints the user's specific needs, preventing the system from operating blindly without authorization. This ensures the accuracy and compliance of the entire exception handling process and forms the foundation for achieving intelligent, on-demand services.

[0051] Step S33: Submit the repair service order and / or shopping order based on the response information.

[0052] For example, by automatically submitting orders, the system eliminates the tedious steps of users manually filling in addresses, selecting models, and scheduling appointments, greatly improving service efficiency and convenience. This not only ensures that troubleshooting solutions can be implemented quickly, but also guarantees the accurate transmission of service information through a standardized order submission process, truly realizing the proactive service value of smart home systems that "think what users think and do what users need."

[0053] For example, multimodal emotion recognition technology can be introduced. The system is no longer limited to mechanical interactions via text or commands, but can use cameras to capture users' facial expressions (such as frowning or smiling) or analyze their voice tone (such as anxious or calm) through microphones, thereby accurately perceiving the user's true emotional state when facing device malfunctions. Based on this emotion perception, the system can dynamically adjust service strategies and interaction content: for example, when the system detects that the user is in an "anxious" or "angry" state, it can prioritize recommending the fastest-responding and most reputable "expedited repair service" or reassuring language to quickly calm the user's emotions; while when the system detects that the user is in a "calm" or "hesitant" state, it can provide more diverse options or self-service repair tutorials for the user to choose from at their own pace. This closed-loop design of "perception-understanding-empathy-action" not only solves the functional problems of fault handling but also gives smart homes a "human touch," effectively alleviating the negative emotions caused by device malfunctions and greatly enhancing users' trust and reliance on the smart home system. This represents an important innovative direction for smart homes to advance from "functional automation" to "emotionalized service."

[0054] For example, by continuously collecting historical operating data of home appliances (such as compressor operating time, motor vibration frequency, sensor reading fluctuations, and cumulative usage time of consumables), the system can build a health model for the devices. Based on this data, the algorithm can identify trends and patterns of performance degradation, thereby accurately predicting potential faults (such as bearing wear or refrigerant leakage) or consumables that are about to reach preset replacement conditions (such as water purifier filters or air purifier filter saturation) within a preset time period (e.g., the next week or month). Before a fault actually occurs or a consumable completely fails, the system can proactively push early warning information and targeted solutions to the user. This proactive maintenance mechanism not only effectively avoids the inconvenience caused by sudden device downtime and prevents minor faults from escalating into major damage (thus reducing high repair costs), but also helps users rationally plan consumable procurement, greatly improving the reliability, economy, and user service experience of the smart home system.

[0055] For example, the interaction objects of smart home systems can also break through the limitations of single users. By building a user management system that supports multiple roles, a leap from "personal intelligence" to "shared family intelligence" can be achieved. A fine-grained permission control architecture based on identity recognition can be established. The system no longer treats the family as a vague whole, but assigns independent digital identities and operating permissions to each family member (such as parents, children, the elderly) and even visitors. In specific interactions, the system can automatically identify the current user based on the login account or biometrics (such as voiceprints and faces) and dynamically adjust the interface functions and service scope: for example, granting adult users advanced permissions such as device debugging, repair ordering, and financial payments to ensure the safety of family assets; providing children or the elderly with a simplified operating interface, retaining only core functions or restricting high-risk operations to prevent accidental touches that cause malfunctions. Furthermore, the system supports user-defined settings, allowing different members to configure exclusive automation scenarios and warning thresholds according to their personal habits—for example, the wife can set priority notifications for washing machine malfunctions, while the husband is responsible for receiving confirmation notifications for air conditioner repairs. This multi-user customization mechanism not only resolves conflicts over control of devices within the home, but also enables precise allocation and collaboration of responsibilities during troubleshooting, ensuring that the system can provide services in a way that best suits the needs of each member, truly building an inclusive, secure, and highly personalized whole-house smart ecosystem.

[0056] In one embodiment, when a core device malfunctions and cannot be immediately repaired, the home system can automatically schedule other health devices to "compensate" for the malfunctioning device, maintaining the continuity of the living environment. For example, when the system detects that the master bedroom air conditioner is unable to cool due to a compressor malfunction, it doesn't simply push a repair link to the user. Instead, it immediately activates a preset "scene compensation strategy": the system first activates the smart fan in the master bedroom, turning it on and setting it to its maximum speed to accelerate air circulation; simultaneously, it instructs the living room air conditioner to increase its cooling power and automatically opens the door between the master bedroom and the living room (provided the user is home and there is no privacy conflict), using the living room's cool air to assist in cooling the master bedroom. Throughout this process, the system sends the user a caring notification: "The master bedroom air conditioner is malfunctioning. Temporary cooling mode has been activated for you, and three nearby repair technicians have been selected for your service. Please wait for their arrival." This greatly enhances the user experience and minimizes the inconvenience caused by the malfunction. It demonstrates the system's robustness and intelligent scheduling capabilities in the face of emergencies, allowing users to feel that smart homes are not just a series of cold devices, but a smart living entity that can proactively think like a butler and provide a safety net in times of crisis, thereby significantly enhancing users' trust and reliance on the system.

[0057] In one embodiment, if a smart lock suddenly executes an unlock command at an abnormal time of 3 AM, or if a camera continuously uploads a large number of data packets to an unfamiliar overseas IP address while the user is away from home, the system will determine that the device may have been maliciously intruded or hijacked by a botnet. Once the threat is confirmed, the system will no longer be limited to pushing repair suggestions, but will automatically trigger an emergency "security isolation plan": instantly cutting off the device's network connection to block the attack path, simultaneously triggering a home security alarm, and pushing professional security hardening services to the user, such as recommending the purchase of a hardware firewall or scheduling an in-depth network security inspection. The value of this mechanism lies in its significant expansion of the service boundaries of smart home systems, making them not only providers of convenience but also staunch guardians of family digital assets and privacy, effectively filling the gaps in traditional home network security protection.

[0058] This invention provides an interaction method for home appliances. When an anomaly is detected in a home appliance, the method identifies the target component causing the anomaly; determines an anomaly handling plan for the anomaly component; the anomaly handling plan includes a repair service plan for the target component and / or a purchase plan for the target component; and initiates interaction with the user based on the anomaly handling plan to guide the user to submit a repair service order or a purchase order for the target component. This invention accurately locates the anomaly target component by analyzing the operating status of the home appliance, generates a composite handling plan including repair service and component purchase, and initiates interaction guidance to the user accordingly. This effectively bridges the "experience gap" in the device operation and maintenance process, expands the functional boundaries of smart homes as a life service center, and enhances the convenience and intelligent experience of users' lives.

[0059] It should be noted that, for the sake of simplicity, the method embodiments are all described as a series of actions. However, those skilled in the art should understand that the embodiments of the present invention are not limited to the described order of actions, because according to the embodiments of the present invention, some steps can be performed in other orders or simultaneously. Furthermore, those skilled in the art should also understand that the embodiments described in the specification are preferred embodiments, and the actions involved are not necessarily essential to the embodiments of the present invention.

[0060] Reference Figure 3 The diagram shows a structural block diagram of an interactive device for a home appliance according to an embodiment of the present invention, which may specifically include the following modules: The target component determination module 301 is used to determine the target component of the home appliance that is malfunctioning when an abnormality is detected in the home appliance. The handling solution determination module 302 is used to determine an abnormal handling solution for the abnormal component; the abnormal handling solution includes a repair service solution for the target component, and / or a purchase solution for the target component; The interaction module 303 is used to initiate interaction with the user according to the exception handling scheme, so as to guide the user to submit a repair service order and / or shopping order for the target component.

[0061] In one embodiment, the repair service plan includes a repair service link to a service point that provides repair services; the shopping plan includes the target component, and / or, product links to replacement parts for the target component.

[0062] In one embodiment, the processing scheme determination module includes: The address acquisition submodule is used to acquire the device information of the home appliances and the address information of the user; The device information query submodule is used to query service points that provide repair services based on the device information of the home appliances and the address information of the user, and generate repair service links for the service points.

[0063] In one embodiment, the processing scheme determination module further includes: The warranty period determination submodule is used to determine whether the home appliances are within the warranty period; The device information query submodule includes: The query unit is used to query the warranty service point that provides repair services based on the equipment information of the home appliance and the address information of the user if the home appliance is under warranty.

[0064] In one embodiment, the processing scheme determination module includes: The device information acquisition submodule is used to acquire the device information of the home appliances; The component information query submodule is used to query the component information of the target component based on the device information of the home appliance; The product link generation submodule is used to generate product links for the target component and / or product links for replacement components of the target component based on the component information of the target component.

[0065] In one embodiment, the product link generation submodule includes: An inventory quantity determination unit is used to determine the inventory quantity of the target component based on the component information of the target component; A product link generation unit is configured to generate a product link for the target component when the inventory quantity of the target component is greater than zero; and / or to determine a replacement component for the target component and generate a product link for the replacement component.

[0066] In one embodiment, the interaction module includes: The inquiry submodule is used to send inquiry information to the user; the inquiry information includes: inquiry information regarding repair service plans, and / or, inquiry information regarding shopping plans; The reply information retrieval submodule is used to retrieve the user's reply information; The submission submodule is used to submit the repair service order and / or shopping order based on the response information.

[0067] This invention provides an interactive device for home appliances. Upon detecting an anomaly in the home appliance, it identifies the target component causing the malfunction; determines an anomaly handling plan for the malfunctioning component; the anomaly handling plan includes a repair service plan for the target component, and / or a purchase plan for the target component; and initiates interaction with the user based on the anomaly handling plan to guide the user to submit a repair service order or a purchase order for the target component. This invention accurately locates the malfunctioning target component through the operating status of the home appliance, generates a composite handling plan including repair service and component purchase, and initiates interactive guidance to the user accordingly. This effectively bridges the "experience gap" in the device operation and maintenance process, expands the functional boundaries of smart homes as a life service center, and enhances the convenience and intelligent experience of users' lives.

[0068] As the device embodiment is basically similar to the method embodiment, the description is relatively simple, and relevant parts can be found in the description of the method embodiment.

[0069] This invention also provides an electronic device, comprising: It includes a processor, a memory, and a computer program stored in the memory and capable of running on the processor. When the computer program is executed by the processor, it implements the various processes of the above-described home device interaction method embodiments and achieves the same technical effect. To avoid repetition, it will not be described again here.

[0070] This invention also provides a computer-readable storage medium storing a computer program. When the computer program is executed by a processor, it implements the various processes of the above-described home appliance interaction method embodiments and achieves the same technical effect. To avoid repetition, it will not be described again here.

[0071] The various embodiments in this specification are described in a progressive manner, with each embodiment focusing on the differences from other embodiments. The same or similar parts between the various embodiments can be referred to each other.

[0072] Those skilled in the art will understand that embodiments of the present invention can be provided as methods, apparatus, or computer program products. Therefore, embodiments of the present invention can take the form of entirely hardware embodiments, entirely software embodiments, or embodiments combining software and hardware aspects. Furthermore, embodiments of the present invention can take the form of computer program products implemented on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0073] Embodiments of the present invention are described with reference to flowchart illustrations and / or block diagrams of methods, terminal devices (systems), and computer program products according to embodiments of the invention. It will be understood that each block of the flowchart illustrations and / or block diagrams, and combinations of blocks in the flowchart illustrations and / or block diagrams, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, special-purpose computer, embedded processor, or other programmable data processing terminal device to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing terminal device, generate instructions for implementing the flowchart illustrations and / or block diagrams. Figure 1 One or more processes and / or boxes Figure 1 A device that provides the functions specified in one or more boxes.

[0074] These computer program instructions may also be stored in a computer-readable storage medium that can direct a computer or other programmable data processing terminal device to operate in a particular manner, such that the instructions stored in the computer-readable storage medium produce an article of manufacture including instruction means, which are implemented in a process Figure 1 One or more processes and / or boxes Figure 1 The function specified in one or more boxes.

[0075] These computer program instructions can also be loaded onto a computer or other programmable data processing terminal equipment, causing a series of operational steps to be performed on the computer or other programmable terminal equipment to produce a computer-implemented process, thereby providing instructions that execute on the computer or other programmable terminal equipment for implementing the process. Figure 1 One or more processes and / or boxes Figure 1 The steps of the function specified in one or more boxes.

[0076] Although preferred embodiments of the present invention have been described, those skilled in the art, upon learning the basic inventive concept, can make other changes and modifications to these embodiments. Therefore, the appended claims are intended to be interpreted as including the preferred embodiments as well as all changes and modifications falling within the scope of the embodiments of the present invention.

[0077] Finally, it should be noted that in this document, relational terms such as "first" and "second" are used only to distinguish one entity or operation from another, and do not necessarily require or imply any such actual relationship or order between these entities or operations. Furthermore, the terms "comprising," "including," or any other variations thereof are intended to cover non-exclusive inclusion, such that a process, method, article, or terminal device that comprises a list of elements includes not only those elements but also other elements not expressly listed, or elements inherent to such a process, method, article, or terminal device. Without further limitations, an element defined by the phrase "comprising one..." does not exclude the presence of other identical elements in the process, method, article, or terminal device that includes said element.

[0078] The present invention has provided a detailed description of an interactive method and an interactive device for a home appliance. Specific examples have been used to illustrate the principles and implementation methods of the present invention. The descriptions of the above embodiments are only intended to help understand the method and core ideas of the present invention. At the same time, those skilled in the art will recognize that, based on the ideas of the present invention, there will be changes in the specific implementation methods and application scope. Therefore, the content of this specification should not be construed as a limitation of the present invention.

Claims

1. A method for interacting with home appliances, characterized in that, The method includes: In the event of a detected malfunction in a home appliance, the target component of the home appliance that is malfunctioning is identified; Determine an anomaly handling plan for the abnormal component; the anomaly handling plan includes a repair service plan for the target component, and / or a purchase plan for the target component; The system will initiate an interaction with the user based on the aforementioned exception handling scheme, guiding the user to submit a repair service order and / or a shopping order for the target component.

2. The interaction method for home appliances according to claim 1, characterized in that, The repair service plan includes links to repair service points that provide repair services. The shopping plan includes the target component, and / or product links for replacement components of the target component.

3. The interaction method for home appliances according to claim 2, characterized in that, The determination of the anomaly handling scheme for the abnormal component includes: Obtain the device information of the home appliance and the address information of the user; Based on the device information of the home appliance and the address information of the user, the system queries service points that provide repair services and generates repair service links for those service points.

4. The interaction method for home appliances according to claim 3, characterized in that, The determination of the anomaly handling scheme for the abnormal component further includes: Determine whether the home appliances are under warranty; The step of querying service points that provide repair services based on the device information of the home appliance and the address information of the user includes: If the home appliance is under warranty, the warranty service point that provides repair services will be located based on the appliance information and the user's address information.

5. The interaction method for home appliances according to claim 2, characterized in that, The determination of the anomaly handling scheme for the abnormal component includes: Obtain the device information of the home appliances; Based on the device information of the home appliance, query the component information of the target component; Based on the component information of the target component, generate a product link for the target component and / or a product link for a replacement component of the target component.

6. The interaction method for home appliances according to claim 5, characterized in that, The step of generating a product link for the target component and / or a product link for a replacement component of the target component based on the component information of the target component includes: Based on the component information of the target component, determine the inventory quantity of the target component; if the inventory quantity of the target component is greater than zero, generate a product link for the target component; And / or, identify replacement parts for the target part and generate product links for the replacement parts.

7. The interaction method for home appliances according to claim 1, characterized in that, The step of initiating interaction with the user according to the exception handling scheme to guide the user to submit a repair service order and / or shopping order for the target component includes: Initiate inquiry information to the user; the inquiry information includes: inquiry information regarding repair service plans, and / or, inquiry information regarding shopping plans; Get the user's reply information; Based on the response information, submit the repair service order and / or shopping order.

8. An interactive device for home appliances, characterized in that, The device includes: The target component determination module is used to determine the target component of the home appliance that is malfunctioning when an abnormality is detected in the home appliance. The handling solution determination module is used to determine the abnormal handling solution for the abnormal component; the abnormal handling solution includes a repair service plan for the target component, and / or a purchase plan for the target component; The interaction module is used to initiate interaction with the user according to the exception handling scheme, so as to guide the user to submit a repair service order and / or shopping order for the target component.

9. An electronic device, characterized in that, include: A processor, a memory, and a computer program stored in the memory and capable of running on the processor, wherein the computer program, when executed by the processor, implements the steps of the interaction method of the home appliance as described in any one of claims 1-7.

10. A computer-readable storage medium, characterized in that, A computer program is stored on the computer-readable storage medium, which, when executed by a processor, implements the steps of the interaction method of the home device as described in any one of claims 1-7.

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