Electronic device and control method thereof

Abstract

The electronic device comprises: a communication circuit configured to communicate with an external device; a memory which stores at least one instruction and service history information; and at least one processor operatively connected to the memory and the communication circuit, wherein the at least one instruction, alone or collectively, when executed by the at least one processor, instructs the electronic device to: identify at least one user tendency on the basis of received service request information when the service request information is received from an external device; search for a processing history corresponding to the identified at least one user tendency by using the service history information; and generate service information on the basis of the processing history.

Description

Electronic device and control method thereof

[0001] The present disclosure relates to an electronic device capable of identifying user preferences based on user request phrases and providing customized services based on the identified user preferences, and a method for controlling the same.

[0002] Electronic devices can perform various functions (or operations) by utilizing various internal configurations. Errors (e.g., defects) may occur in electronic devices due to aging or failure of internal configurations.

[0003] If such an error occurs, the user may request repairs, etc., from the manufacturer. The manufacturer may then provide services in response to the user's request.

[0004] Embodiments of the disclosure may solve at least one of the previously described problems and / or disadvantages and provide the advantages described below. Accordingly, the embodiments of the disclosure are to provide an electronic device and a method for controlling the same that can identify user preferences based on user request phrases and provide customized services based on the identified user preferences.

[0005] Additional embodiments will be presented in the detailed description below, some of which are obvious from the detailed description, and other embodiments can also be presented through learning from the presented embodiments.

[0006] An electronic device according to an embodiment of the present disclosure comprises a communication circuit configured to communicate with an external device, a memory storing at least one instruction and service history information, and at least one processor operably connected to said memory and said communication circuit, wherein when said at least one instruction is executed by said at least one processor alone or collectively, the electronic device operates as follows: when service request information is received from said external device, at least one user preference is identified based on the received service request information, a processing history corresponding to the at least one user preference identified using said service history information is retrieved, and service information based on said processing history is generated.

[0007] The above service history information includes tendency information, guide information, and evaluation information corresponding to each of a plurality of service processing cases, and when the above at least one instruction is executed by the above at least one processor alone or collectively, the electronic device operates as follows: a first search is performed based on the identified at least one user tendency and the tendency information of the above service history information, and a second search is performed based on the evaluation information among the results of the first search.

[0008] The above-mentioned identified at least one user tendency has rating information for each of the plurality of items, and when the above-mentioned at least one instruction is executed by the above-mentioned at least one processor alone or collectively, the electronic device operates as follows: the primary search can be performed based on the rating information for each of the above-mentioned at least one item.

[0009] The above service request information includes information and error information of a home appliance, and when the above at least one instruction is executed by the above at least one processor alone or collectively, the electronic device is made to operate as follows: the above primary search can be performed within the service history information corresponding to the information and error information of the home appliance.

[0010] The above service request information includes sound source information recorded in noise generated by a home appliance, and when the above at least one instruction is executed by the above at least one processor alone or collectively, the electronic device is made to operate as follows: the communication circuit can be controlled to provide the generated service information and the above sound source information to an external device corresponding to a repair technician.

[0011] When the above at least one instruction is executed by the above at least one processor alone or collectively, the electronic device is made to operate as follows: the communication circuit can be controlled to transmit processing expected schedule information corresponding to the generated service information to the external device.

[0012] When the above at least one instruction is executed by the above at least one processor alone or collectively, the electronic device operates as follows: the user tendency can be identified by checking at least one of a negative tendency, a repetitive tendency, and an unresolved status based on the text within the received service request information.

[0013] When the above at least one instruction is executed by the above at least one processor alone or collectively, the electronic device operates as follows: one negative grade among a plurality of negative grades can be determined based on the type and number of preset negative keywords among the keywords included in the text.

[0014] When the above at least one instruction is executed by the above at least one processor alone or collectively, the electronic device operates as follows: one of a plurality of repetition levels can be determined based on the number of repetitions of a service request received from the external device.

[0015] When the above at least one instruction is executed by the above at least one processor alone or collectively, the electronic device operates as follows: based on the service request history received from the external device and the text, one of a plurality of unresolved grades can be determined.

[0016] A control method for an electronic device according to one embodiment of the present disclosure includes the steps of receiving service request information from an external device, identifying at least one user tendency based on the received service request information, searching for a processing history corresponding to the identified at least one user tendency using previously stored service history information, and generating service information based on the processing history.

[0017] The above service history information includes tendency information, guide information, and evaluation information corresponding to each of a plurality of service processing cases, and the searching step may perform a first search based on at least one identified user tendency and the tendency information of the service history information, and perform a second search based on the evaluation information among the results of the first search.

[0018] The above-mentioned identified at least one user tendency has rating information for each of the plurality of items, and the search step can perform the first search based on the rating information for each of the plurality of items.

[0019] The above service request information includes information and error information of a home appliance, and the above search step can perform the above first search within the service history information corresponding to the information and error information of the home appliance.

[0020] A non-transient computer-readable recording medium storing a program for executing a control method for an electronic device according to one embodiment of the present disclosure, wherein the control method comprises the steps of receiving service request information from an external device, identifying at least one user tendency based on the received service request information, searching for a processing history corresponding to the identified at least one user tendency using previously stored service history information, and generating service information based on the processing history.

[0021] The above-described or other aspects, features, and benefits of embodiments of the present disclosure will become more apparent from the following description with reference to the accompanying drawings. In the accompanying drawings:

[0022] FIG. 1 is a drawing for illustrating an electronic system according to one or more embodiments of the present disclosure,

[0023] FIG. 2 is a drawing for explaining a method for providing customized services according to an embodiment of the present disclosure,

[0024] FIG. 3 is a drawing for explaining the configuration of an electronic device according to one embodiment of the present disclosure,

[0025] FIG. 4 is a drawing for explaining the configuration of a terminal device according to one embodiment of the present disclosure,

[0026] FIG. 5 is a drawing for explaining a service processing operation according to an embodiment of the present disclosure,

[0027] FIG. 6 is a drawing for explaining the operation of acquiring user tendencies according to one embodiment of the present disclosure,

[0028] FIG. 7 is a drawing for explaining the search operation of a processing history according to one embodiment of the present disclosure,

[0029] FIG. 8 is a drawing illustrating an example of searching for a processing history according to one embodiment of the present disclosure,

[0030] FIG. 9 is a drawing illustrating an example of searching for a processing history according to one embodiment of the present disclosure,

[0031] FIG. 10 is a drawing illustrating an example of searching for a processing history according to one embodiment of the present disclosure,

[0032] FIG. 11 is a flowchart for explaining a method for controlling an electronic device according to one embodiment of the present disclosure, and

[0033] FIG. 12 is a flowchart illustrating a control method for a terminal device according to one embodiment of the present disclosure.

[0034] To provide a comprehensive understanding of the various embodiments of the disclosure defining the claims and equivalents thereof, they will be described in detail with reference to the accompanying drawings. Various embodiments are included to aid understanding, but they are merely illustrative. Accordingly, any changes and modifications made by a person of ordinary skill in the art with reference to the contents described herein should also be recognized as being within the scope of the disclosure. Furthermore, well-known functions and configurations may be omitted for clarity and brevity.

[0035] Terms and words set forth in the detailed description or claims are not limited to their bibliographic meanings and are merely used by the inventor for the understanding of the present disclosure. Accordingly, it is evident that the following descriptions of various embodiments of the disclosure are illustrative and are not intended to limit the definitions of the appended claims and their equivalents.

[0036] In this disclosure, singular forms such as "a," "an," and "the" should be understood to include plural references unless the context clearly indicates otherwise. For example, "a component surface" should be interpreted as including one or more expressions.

[0037] In describing the present disclosure, if it is determined that a detailed description of related known functions or configurations could unnecessarily obscure the essence of the present disclosure, such detailed description is omitted.

[0038] Additionally, the following embodiments may be modified in various other forms, and the scope of the technical concept of the present disclosure is not limited to the following embodiments. Rather, these embodiments are provided to make the present disclosure more faithful and complete and to fully convey the technical concept of the present disclosure to those skilled in the art.

[0039] The terms used in this disclosure are used merely to describe specific embodiments and are not intended to limit the scope of the rights. The singular expression includes the plural expression unless the context clearly indicates otherwise.

[0040] In the present disclosure, expressions such as “have,” “may have,” “include,” or “may include” indicate the presence of such features (e.g., numerical values, functions, actions, or components, etc.) and do not exclude the presence of additional features.

[0041] In the present disclosure, expressions such as "A or B," "at least one of A or / and B," or "one or more of A or / and B" may include all possible combinations of items listed together. For example, "A or B," "at least one of A and B," or "at least one of A or B" may refer to cases including ① at least one A, ② at least one B, or ③ both at least one A and at least one B.

[0042] Expressions such as "first," "second," "first," or "second" used in this disclosure may modify various components regardless of order and / or importance, and are used only to distinguish one component from another and do not limit said components.

[0043] Where it is stated that a component (e.g., a first component) is "(operatively or communicatively) coupled with / to" or "connected to" another component (e.g., a second component), it should be understood that the component may be directly connected to the other component or connected through the other component (e.g., a third component).

[0044] On the other hand, when it is stated that a certain component (e.g., a first component) is "directly connected" or "directly coupled" to another component (e.g., a second component), it may be understood that no other component (e.g., a third component) exists between said certain component and said other component.

[0045] As used in this disclosure, the expression “configured to” may be replaced, depending on the context, with, for example, “suitable for,” “having the capacity to,” “designed to,” “adapted to,” “made to,” or “capable of.” The term “configured to” may not necessarily mean only “specifically designed to” in hardware.

[0046] Instead, in some situations, the expression “device configured to do something” may mean that the device is “capable of doing something” together with other devices or components. For example, the phrase “processor configured (or set) to perform A, B, and C” may mean a dedicated processor for performing the said operation (e.g., an embedded processor), or a generic-purpose processor (e.g., a CPU or application processor) capable of performing the said operation by executing one or more software programs stored in a memory device.

[0047] In the embodiments, a 'module' or 'part' performs at least one function or operation and may be implemented in hardware or software, or a combination of hardware and software. Additionally, a plurality of 'modules' or a plurality of 'parts' may be integrated into at least one module and implemented by at least one processor, except for the 'module' or 'part' that needs to be implemented in specific hardware.

[0048] Operations performed by a module, program, or other component according to various embodiments may be executed sequentially, in parallel, iteratively, or heuristically, or at least some operations may be executed in a different order, omitted, or other operations may be added.

[0049] Meanwhile, various elements and areas in the drawings are depicted schematically. Accordingly, the technical concept of the present disclosure is not limited by the relative sizes or spacing depicted in the attached drawings.

[0050] Hereinafter, embodiments according to the present disclosure are described in detail with reference to the attached drawings so that those skilled in the art can easily implement them.

[0051] The blocks within each flowchart and combinations of flowcharts may be executed by one or more computer programs containing instructions. The one or more computer programs may be stored as a whole in a single memory device, or the one or more computer programs may be divided into multiple parts and stored in multiple different memory devices.

[0052] Any functions and operations described in this specification may be processed by a single processor or a combination of processors. A single processor or a combination of processors may include a circuit that performs processing, an application processor (e.g., a CPU (central processing unit), a communication processor (e.g., a modem), a GPU (graphics processing unit), a NPU (neural processing unit) (e.g., an AI chip), a Wi-Fi chip, a Bluetooth chip, a GPS chip, an NFC chip, a connectivity chip, a sensor controller, a touch controller, a fingerprint sensor controller, a display drive integrated circuit, an audio codec chip, a USB (universal serial bus) controller, a camera controller, an image processing IC, a microprocessor unit (MPU), a system on chip (SoC), an integrated circuit (IC), etc.

[0053] FIG. 1 is a drawing for explaining an electronic system according to one embodiment of the present disclosure.

[0054] The home appliance (10) may include a communication module (e.g., a communication circuit) that communicates with another home appliance, a user device (200), or an electronic device (100), a user interface that receives user input or outputs information to the user, at least one processor that controls the operation of the home appliance (10), and at least one memory that stores a program for controlling the operation of the home appliance (10).

[0055] The home appliance (10) may include various types of home appliances as illustrated in FIG. 1 (e.g., the home appliance (10) may include at least one of a refrigerator (11), a dishwasher (12), a gas stove (13), an electric oven (14), an air conditioner (15), a garment care machine (16), a washing machine (17), a dryer (18), a microwave oven (19), and a cooking appliance (20) as illustrated). In one or more examples, the cooking appliance (20) may include a gas stove, an electric oven, a microwave oven, an induction cooktop, a radiant cooktop, or other suitable appliance known to a person skilled in the art. In one or more examples, the appliance of the electronic system may be a non-household appliance, such as an appliance located in a vehicle.

[0056] The home appliance (10) may include various types of home appliances such as cleaning robots, vacuum cleaners, and televisions in addition to the examples described above.

[0057] In addition, the aforementioned home appliances are merely examples, and in addition to the aforementioned home appliances, a device capable of performing the operation described below by being connected to other home appliances, user devices (200), or electronic devices (100) may be included in the home appliance (10) according to one embodiment.

[0058] The electronic device (100) may include a communication module capable of communicating with another server, home appliance (10) or user device (200), at least one processor capable of processing data received from another server, home appliance (10) or user device (200), and at least one memory capable of storing a program for processing data or processed data.

[0059] These electronic devices (100) can be implemented as various computing devices such as servers, workstations, clouds, data drives, and data stations. The electronic devices (100) can be implemented as one or more servers that are physically or logically separated based on functions, detailed configurations of functions, or data, and can transmit and receive data and process the transmitted and received data through communication between each server.

[0060] The electronic device (100) can perform functions such as managing user accounts, registering home appliances (10) associated with user accounts, and managing or controlling the registered home appliances (10). For example, a user can access the electronic device (100) through a user device (200) to create a user account. A user account can be identified by an ID and password set by the user.

[0061] The electronic device (100) can register the home appliance (10) to a user account according to a set procedure. For example, the electronic device (100) can register, manage, and control the home appliance (10) by linking the identification information of the home appliance (10) (e.g., serial number or MAC address, etc.) to the user account.

[0062] The user device (200) may include a communication module capable of communicating with a home appliance (10) or an electronic device (100), a user interface that receives user input or outputs information to the user, at least one processor that controls the operation of the user device (200), and at least one memory in which a program for controlling the operation of the user device (200) is stored.

[0063] The user device (200) may be carried by the user or placed in the user's home or office, etc. The user device (200) may include, but is not limited to, a personal computer, a terminal, a portable telephone, a smartphone, a handheld device, a wearable device, etc. Such a user device may be referred to as a terminal device, a terminal device, etc.

[0064] A program for controlling the home appliance (10), for example, an application, may be stored in the memory of the user device (200). The application may be sold with the user device (200) installed, or may be downloaded and installed from an external server.

[0065] A user can access an electronic device (100) and create a user account by running an application installed on a user device (200), and can register a home appliance (10) by communicating with the electronic device (100) based on the logged-in user account.

[0066] For example, if the home appliance (10) is operated in accordance with the procedure guided by the application installed on the user device (200) so that the home appliance (10) can be connected to the electronic device (100), the home appliance (10) can be registered to the user account by registering the identification information of the home appliance (10) (e.g., serial number or MAC address, etc.) to the user account on the electronic device (100).

[0067] The user can control the home appliance (10) using an application installed on the user device (200). For example, when the user logs into a user account using an application installed on the user device (200), the home appliance (10) registered to the user account appears, and when a control command for the home appliance (10) is entered, the control command can be transmitted to the home appliance (10) through the electronic device (100).

[0068] A network may include both wired and wireless networks. Wired networks include cable networks or telephone networks, etc., and wireless networks may include all networks that transmit and receive signals via radio waves. Wired and wireless networks may be connected to each other.

[0069] A network may include a wide area network (WAN) such as the Internet, a local area network (LAN) formed around an access point (AP), and a short-range wireless network that does not use an AP. A short-range wireless network is Bluetooth TM It may include, but is not limited to, IEEE 802.15.1), Zigbee (IEEE 802.15.4), Wi-Fi Direct, NFC (Near Field Communication), Z-Wave, etc.

[0070] An access point (AP) (30) can connect a home appliance (10) or a user device (200) to a wide area network (WAN) to which the electronic device (100) is connected. The home appliance (10) or the user device (200) can be connected to the electronic device (100) through the wide area network (WAN).

[0071] Access Points (APs) are Wi-Fi TM, IEEE 802.11), Bluetooth TM Communication with a home appliance (10) or user device (200) can be achieved using wireless communication such as IEEE 802.15.1) and Zigbee (IEEE 802.15.4), and a wide area network (WAN) can be accessed using wired communication, but is not limited thereto.

[0072] According to various embodiments, the home appliance (10) may be directly connected to the user device (200) or electronic device (100) without passing through the access relay (AP).

[0073] The home appliance (10) can be connected to a user device (200) or an electronic device (100) via a long-range wireless network or a short-range wireless network. For example, the home appliance (10) can be connected to a user device (200) via a short-range wireless network (e.g., Wi-Fi Direct).

[0074] As another example, the home appliance (10) can be connected to a user device (200) or an electronic device (100) via a wide area network (WAN) using a long-distance wireless network (e.g., a cellular communication module).

[0075] As another example, a home appliance (10) can be connected to a wide area network (WAN) using wired communication and can be connected to a user device (200) or an electronic device (100) through the wide area network (WAN).

[0076] If the home appliance (10) can connect to a wide area network (WAN) using wired communication, the home appliance (10) may operate as a connection relay. Accordingly, the home appliance (10) can connect other home appliances to the wide area network (WAN) to which the electronic device (100) is connected. Additionally, other home appliances can connect the home appliance (10) to the wide area network (WAN) to which the electronic device (100) is connected.

[0077] The home appliance (10) can transmit information regarding operation or status to other home appliances, user devices (200), or electronic devices (100) via a network. For example, the home appliance (10) can transmit information regarding operation or status to other home appliances, user devices (200), or electronic devices (100) when a request is received from an electronic device (100), when a specific event occurs in the home appliance (10), or periodically or in real time. Here, the information regarding status may be sound source data that measures noise generated by the home appliance (10).

[0078] When the electronic device (100) receives information regarding operation or state from the home appliance (10), it updates the stored information regarding operation or state of the home appliance (10) and transmits the updated information regarding operation and state of the home appliance (10) to a user device (200) via a network. Here, the update of information may include various operations that change existing information, such as adding new information to existing information or replacing existing information with new information.

[0079] For example, the electronic device (100) can collect various information to be used for learning a learning model from home appliances (10) and perform a learning or re-learning operation on the learning model using the collected information. The electronic device (100) can also provide the learned model to each home appliance (10).

[0080] The home appliance (10) can obtain various information from other home appliances, user devices (200), or electronic devices (100) and provide the obtained information to the user. For example, the home appliance (10) can obtain information related to the functions of the home appliance (10) (e.g., recipes, laundry methods, etc.) and various environmental information (e.g., weather, temperature, humidity, etc.) from the electronic device (100), and can output the obtained information through a user interface.

[0081] The home appliance (10) can operate according to control commands received from other home appliances, user devices (200), or electronic devices (100). For example, if the home appliance (10) has obtained prior approval from a user to operate according to control commands from electronic devices (100) even without user input, the home appliance (10) can operate according to control commands received from electronic devices (100).

[0082] Here, the control command received from the electronic device (100) may include, but is not limited to, a control command entered by the user through the user device (200) or a control command based on preset conditions.

[0083] A home appliance (10), a user device (200), or an electronic device (100) may determine a control command using technology such as artificial intelligence. For example, the electronic device (100) may receive information regarding the operation or state of the home appliance (10) or information regarding the user of the user device (200), process it using technology such as artificial intelligence, and transmit the processing result or a control command to the home appliance (10) or the user device (200) based on the processing result.

[0084] In one or more examples, when an error occurs in the home appliance (10), the home appliance (10) or the user device (200) may provide information about the error that occurred in the home appliance to the electronic device (100). For example, the user may report the error that occurred in the home appliance (10) directly or provide it to the electronic device (100) using the user device (200).

[0085] Such errors may include not only functional failures of the home appliance (10), but also noise generation. In one or more examples, one or more devices configured to measure or detect noise generated by the home appliance may be included in the user's home. In one or more examples, a user device (e.g., a smartphone) may be configured to measure or detect noise generated by the home appliance.

[0086] When such errors are received from a home appliance (10) or a user device (200), the electronic device (100) can transmit response information to the home appliance (10) or the user device (200). Such operations are described in detail in FIG. 2. Here, the response information may be a processing history of a service requested by a user, or information for repairing an error that occurred.

[0087] Meanwhile, in the illustrated example, the electronic device (100) is shown to perform not only remote control operations for the home appliance (10) based on a user account, but also service management, etc. In one or more examples, remote control and service management may be performed on separate devices.

[0088] FIG. 2 is a drawing for explaining a method of providing customized services according to one embodiment of the present disclosure.

[0089] Referring to FIG. 2, a home appliance (10) is illustrated. This home appliance (10) may be a refrigerator, as illustrated in the example. As understood by a person skilled in the art, a refrigerator is merely one example, and the embodiments may include other types of appliances, including non-household appliances.

[0090] These refrigerators may experience functional failures or errors where the refrigeration or freezing functions do not operate. Prompt service is requested for such functional failures. However, service is also requested for issues such as noise generation that are not functional failures.

[0091] Since the occurrence of such noise is not a functional failure, it may be handled with a lower priority than the aforementioned functional failures. However, if the issue is based on motor errors, occurs repeatedly, or arises at the time of initial installation, the matter itself can be serious and may be a very concerning situation for the user. In one or more examples, a functional failure may occur when the device does not operate as intended (e.g., a microwave failing to heat food, or a dishwasher failing to spray water on dishes).

[0092] As such, various errors and repair issues may occur in home appliances (10), and regarding these issues, the manufacturer must provide a service to resolve the issue.

[0093] However, users may exhibit various reactions to the provision of such service. Furthermore, reactions to the same symptom may differ depending on user tendencies.

[0094] For example, a cautious response can be implemented for users who have repeatedly experienced the same problem, users who purchased the product within a few days, or users who have a very negative view of the issue. Furthermore, potential problems for future users can be predicted based on previous user history. For instance, if an error occurs when the first user uses the device under specific conditions, service requests can be predicted or scheduled in advance for other users using the same device under the same conditions.

[0095] Accordingly, the present disclosure stores various service histories, searches for cases most similar to the corresponding service request, and provides a service using cases among the searched cases that have a good user response.

[0096] Here, the search for similar cases may utilize i) similarity of the problem that occurred, ii) similarity of user reactions, and iii) whether urgent processing is required. Although the above description assumes that all three items are analyzed, only some of the aforementioned items may be used during implementation. Additionally, matters other than those mentioned above may be considered.

[0097] To this end, the electronic device (100) stores various service history and applies filtering to classify user tendencies and / or failure types to identify similar cases, and performs the service by referring to the solution method or response method of the history with high customer satisfaction among the filtering results described above.

[0098] Accordingly, the electronic device can respond to similar problems or provide customized services to the user in a manner that results in high customer satisfaction, thereby increasing service satisfaction. Alternatively, the electronic device can minimize unpleasant experiences regarding consumers' service requests.

[0099]

[0100] FIG. 3 is a drawing for explaining the configuration of an electronic device according to one embodiment of the present disclosure.

[0101] Referring to FIG. 3, the electronic device (100) includes a memory (110), a processor (120), and a communication unit (130).

[0102] The memory (110) may be implemented as internal memory such as ROM (e.g., EEPROM (electrically erasable programmable read-only memory)) or RAM included in the processor (120), or as memory separate from the processor (120). In this case, the memory (110) may be implemented in the form of memory embedded in the electronic device (100) or in the form of memory that can be attached to and detached from the electronic device (100), depending on the purpose of data storage. For example, data for operating the electronic device (100) may be stored in memory embedded in the electronic device (100), and data for the expansion function of the electronic device (100) may be stored in memory that can be attached to and detached from the electronic device (100).

[0103] The memory (110) stores service history information. Here, the service history information stores request details for each service processing requested by each home appliance (10) or user, user preference information regarding the request, service content provided for the request, and user evaluation content regarding the provided service. That is, the service history information may include preference information, guide information, and evaluation information for each processing case. Meanwhile, the above-mentioned request details may be referred to as service fields for a specific home appliance. For example, these details may be used for classifying services such as washing machine noise or washing machine door failure, and may be referred to as service fields, service items, problem fields, failure fields, error fields, etc. In one or more examples, when user accounts are associated or linked with each other (for example, when friends or neighbors have indicated a connection), the history information of each associated account may be grouped together.

[0104] In one or more examples, the tendency information may be information indicating user reactions to the service content, and three items such as negative tendency, repetition tendency, and unresolved status may be used. Meanwhile, when implementing, user tendency may use only some of the three items mentioned above, or items other than the three mentioned above may be used. Detailed information regarding each item is described later in FIG. 6.

[0105] Guide information may include details of services performed in response to previously made requests. Such service details may be referred to as service details, repair methods, repair details, etc.

[0106] Evaluation information is a user evaluation of previously performed service matters and may have a grade value among multiple evaluation grades. For example, the aforementioned evaluation grades may be divided into two, or into three or more grades, or may be expressed as a score of 100 or less or a score of 10 or less.

[0107] Meanwhile, the memory embedded in the electronic device (100) is implemented as at least one of volatile memory (e.g., DRAM (dynamic RAM), SRAM (static RAM), or SDRAM (synchronous dynamic RAM), non-volatile memory (e.g., OTPROM (one time programmable ROM), PROM (programmable ROM), EPROM (erasable and programmable ROM), EEPROM (electrically erasable and programmable ROM), mask ROM, flash ROM, flash memory (e.g., NAND flash or NOR flash), hard drive, or solid state drive (SSD), and the memory that can be attached to and detached from the electronic device (100) can be implemented in the form of a memory card (e.g., CF (compact flash), SD (secure digital), Micro-SD (micro secure digital), Mini-SD (mini secure digital), xD (extreme digital), MMC (multi-media card), etc.), external memory that can be connected to a USB port (e.g., USB memory).

[0108] A communication unit (130) (e.g., a communication circuit) is a configuration that performs communication with various types of external devices according to various types of communication methods. The communication unit (130) may include a Wi-Fi module, a Bluetooth module, an infrared communication module, and a wireless communication module, etc. Here, each communication module may include at least one hardware chip or hardware circuit.

[0109] Wi-Fi modules and Bluetooth modules can perform communication via Wi-Fi and Bluetooth methods, respectively. When using a Wi-Fi module or a Bluetooth module, various connection information, such as SSID and session key, is transmitted and received first; after establishing a communication connection using this information, various information can be transmitted and received.

[0110] The infrared communication module performs communication according to infrared communication (IrDA, Infrared Data Association) technology, which uses infrared rays located between visible light and millimeter waves to wirelessly transmit data over short distances.

[0111] In addition to the communication method described above, the wireless communication module may include at least one communication chip that performs communication according to various wireless communication standards such as Zigbee, 3G (3rd Generation), 3GPP (3rd Generation Partnership Project), LTE (Long Term Evolution), LTE-A (LTE Advanced), 4G (4th Generation), and 5G (5th Generation).

[0112] In addition, the communication unit (130) may include at least one wired communication module that performs communication using a LAN (Local Area Network) module, an Ethernet module, a pair cable, a coaxial cable, a fiber optic cable, or a UWB (Ultra Wide-Band) module.

[0113] According to one example, the communication unit (130) may use the same communication module (e.g., Wi-Fi module) to communicate with external devices such as a remote control and an external server.

[0114] The communication unit (130) can receive service request information from an external device and can transmit corresponding response information to the external device. Here, the service request information is a request for repair of errors or noises occurring in a home appliance, and the request information may include not only text information of the user regarding the error or noise, but also recorded data of the noise generated by the home appliance.

[0115] Although it has been described that response information is transmitted to the device that received the service request information, in implementation, the response information may be transmitted to a device other than the device that sent the service request information. For example, service request information may be received from a user device, and the response information may be transmitted to a home appliance. In one or more examples, the response information may be transmitted to both the home appliance and the user device. Here, the response information may include address information where a video for resolving a specific fault is stored, may include the aforementioned video content, or may include schedule information such as a service visit schedule. Additionally, it may include a program or setting value for direct fault diagnosis.

[0116] The processor (120) can perform overall control operations of the electronic device (100). Specifically, the processor (120) functions to control the overall operation of the electronic device (100).

[0117] The processor (120) may be implemented as a digital signal processor (DSP), microprocessor, or time controller (TCON) that processes digital signals. However, it is not limited thereto, and may include or be defined by one or more of a central processing unit (CPU), micro controller unit (MCU), micro processing unit (MPU), controller, application processor (AP), graphics-processing unit (GPU), communication processor (CP), or ARM processor. Additionally, the processor (120) may be implemented as a System on Chip (SoC) or large-scale integration (LSI) with built-in processing algorithms, or may be implemented in the form of a Field Programmable Gate Array (FPGA). Furthermore, the processor (120) can perform various functions by executing computer executable instructions stored in memory. Meanwhile, although FIG. 2 illustrates that the electronic device (100) includes only one processor, in implementation, multiple processors may be included. It may also include processors (e.g., CPU + GPU, CPU + DSP).

[0118] First, when the processor (120) receives service request information from an external device, it identifies at least one user tendency based on the text within the received service request information. For example, the processor (120) can identify the user tendency by checking at least one of a negative tendency, a repetitive tendency, or an unresolved status based on the text.

[0119] For example, the processor (120) may determine one of a plurality of negative grades based on the type and frequency of a preset negative keyword among the keywords included in the text. For example, the processor (120) may store information on a plurality of negative keywords and determine a negative grade based on the frequency of the aforementioned negative keywords within the text. These negative grades may be divided into two levels, such as high and low, or into three or more levels. In one or more examples, each level may be associated with an integer value (e.g., 0, 1, 2, 3, 4, etc.), and a higher integer may indicate a higher level of negative degree.

[0120] The processor (120) can determine one of a plurality of repetition grades based on the number of repetitions of a service request received from an external device. The processor (120) can extract service history for the user or home appliance from the stored service history information and check the number of service history entries within a preset period.

[0121] For example, by checking whether there has been a service history from the same user within the last three months, a lower grade may be determined if there is a processing history within that period, an intermediate grade or higher may be determined if there is at least one processing history within that period, and a high grade or higher may be determined if there are two or more processing history within that period. In one or more examples, the aforementioned period and grade classification may be applied in different forms.

[0122] The processor (120) can determine one of a plurality of unresolved grades based on service request history and text received from an external device. For example, the processor (120) checks whether there is a service history for the same device and the user, and if there is, can determine a higher grade.

[0123] And the processor (120) searches for processing history corresponding to the identified user tendency using previously stored service history information. Here, the service history information may include tendency information, guide information, and evaluation information corresponding to each of a plurality of service processing cases.

[0124] For example, the processor (120) can perform a primary search based on the identified user tendency and the tendency information of the service history information. Specifically, the processor (120) can perform a primary search based on the identified user tendency having rating information (or score value) for each of the multiple items (i.e., negative tendency, repetitive tendency, unresolved status).

[0125] And this primary search can be performed within service history information corresponding to information and error information of home appliances.

[0126] And the processor (120) can perform a supplementary or secondary search based on evaluation information among the primary search results. For example, the processor (120) can select a history with a high evaluation score among the primary search results, or select a history with a high evaluation score above a certain level. Meanwhile, when implementing, instead of selecting a single case, multiple cases may be selected and used.

[0127] And the processor (120) generates service information based on the retrieved processing history. For example, if the service request information includes sound source information recorded from noise generated by a home appliance, the processor (120) can control the communication unit (130) to provide the generated service information and sound source information to an external device corresponding to a repair technician.

[0128] The processor (120) can control the communication unit (130) to transmit expected or predicted processing schedule information corresponding to the generated service information to an external device. For example, in general, the processor (120) can generate response information indicating that the service is being processed in the order of requests. Conversely, in cases where a quick response is required (e.g., when a repetitive error occurs, or when the user's disposition is very negative), the processor (120) can notify the user of a response that a service technician will contact them within a few minutes, and the service technician can immediately convey the incident with high priority.

[0129] As described above, the control method of an electronic device according to the present disclosure can generate and utilize service information suitable for user preferences, thereby increasing user satisfaction with the service.

[0130] FIG. 4 is a drawing for explaining the configuration of a terminal device according to one embodiment of the present disclosure.

[0131] Referring to FIG. 4, the user device (200) may include a memory (210), a processor (220), a communication unit (230), a display (240), an operation interface (250), an input / output interface (260), a speaker (270), and a microphone (280). In the following description, the user device (200) is assumed to be the user device described in FIG. 1, but in implementation, it may be the home appliance of FIG. 1.

[0132] The memory (210) may be implemented as internal memory such as ROM (e.g., EEPROM (electrically erasable programmable read-only memory)) or RAM included in the processor (220), or as memory separate from the processor (220). In this case, the memory (210) may be implemented in the form of memory embedded in the user device (200) or in the form of memory that can be attached to and detached from the user device (200), depending on the purpose of data storage. For example, data for operating the user device (200) may be stored in memory embedded in the user device (200), and data for the expansion function of the user device (200) may be stored in memory that can be attached to and detached from the user device (200).

[0133] The memory (210) stores instructions. The memory (210) can store sound source data or service request information generated in the process described later.

[0134] Meanwhile, the memory embedded in the user device (200) is implemented as at least one of volatile memory (e.g., DRAM (dynamic RAM), SRAM (static RAM), or SDRAM (synchronous dynamic RAM), non-volatile memory (e.g., OTPROM (one time programmable ROM), PROM (programmable ROM), EPROM (erasable and programmable ROM), EEPROM (electrically erasable and programmable ROM), mask ROM, flash ROM, flash memory (e.g., NAND flash or NOR flash), hard drive, or solid state drive (SSD), and the memory that can be attached to and detached from the user device (200) can be implemented in the form of a memory card (e.g., CF (compact flash), SD (secure digital), Micro-SD (micro secure digital), Mini-SD (mini secure digital), xD (extreme digital), MMC (multi-media card), etc.), external memory that can be connected to a USB port (e.g., USB memory).

[0135] Meanwhile, although the illustrated example shows the user device (200) being composed of a single memory, the user device (200) may be described as including multiple memories when distinguishing between volatile memory and non-volatile memory.

[0136] The communication unit (230) is configured to communicate with various types of external devices according to various types of communication methods. The communication unit (230) may include a Wi-Fi module, a Bluetooth module, an infrared communication module, and a wireless communication module. Here, each communication module may be implemented in the form of at least one hardware chip.

[0137] Wi-Fi modules and Bluetooth modules can perform communication using Wi-Fi and Bluetooth methods, respectively. When using a Wi-Fi module or a Bluetooth module, various connection information, such as SSID and session key, is transmitted and received first; after establishing a communication connection using this information, various types of information can be transmitted and received.

[0138] The infrared communication module performs communication according to infrared communication (IrDA, Infrared Data Association) technology, which uses infrared rays located between visible light and millimeter waves to wirelessly transmit data over short distances.

[0139] In addition to the communication method described above, the wireless communication module may include at least one communication chip that performs communication according to various wireless communication standards such as Zigbee, 3G (3rd Generation), 3GPP (3rd Generation Partnership Project), LTE (Long Term Evolution), LTE-A (LTE Advanced), 4G (4th Generation), and 5G (5th Generation).

[0140] In addition, the communication unit (230) may include at least one wired communication module that performs communication using a LAN (Local Area Network) module, an Ethernet module, a pair cable, a coaxial cable, a fiber optic cable, or a UWB (Ultra Wide-Band) module.

[0141] According to one example, the communication unit (230) may use the same communication module (e.g., Wi-Fi module) to communicate with external devices such as a remote control and an external server.

[0142] The communication unit (230) can transmit the generated service request information to an external device and can receive response information corresponding to the above-described request information.

[0143] Additionally, the communication unit (230) can receive information generated by the home appliance (10) (e.g., sound source information, device information). The communication unit (230) can transmit control commands for controlling the home appliance (10) to the home appliance (10).

[0144] The display (240) can be implemented as various types of displays such as an LCD (Liquid Crystal Display), an OLED (Organic Light Emitting Diodes) display, and a PDP (Plasma Display Panel). The display (240) may also include a driving circuit, a backlight unit, etc., which can be implemented in forms such as an a-si TFT, an LTPS (low temperature poly silicon) TFT, and an OTFT (organic TFT). Meanwhile, the display (240) can be implemented as a touch screen combined with a touch sensor, a flexible display, a 3D display, etc.

[0145] The display (240) can display text or video included in the response information. For example, if the response information includes a video address for resolving a specific error, the display (240) can display a video corresponding to that video.

[0146] The input / output interface (260) may be any one of the following interfaces: HDMI (High Definition Multimedia Interface), MHL (Mobile High-Definition Link), USB (Universal Serial Bus), DP (Display Port), Thunderbolt, VGA (Video Graphics Array) port, RGB port, D-SUB (D-subminiature), and DVI (Digital Visual Interface).

[0147] The input / output interface (260) can input and output at least one of audio and video signals. Depending on the implementation example, the input / output interface (260) may include separate ports for inputting and outputting only audio signals and for inputting and outputting only video signals, or it may be implemented as a single port for inputting and outputting both audio and video signals.

[0148] And the input / output interface (260) can provide a video signal corresponding to a screen generated by the user device (200) or an audio signal together with the video signal to an external device (e.g., a display device, an STB, etc.).

[0149] The speaker (270) can output sound. Specifically, the speaker (270) may be a component that outputs various audio data processed at the input / output interface, as well as various notification sounds or voice messages. The speaker (270) may also output text included in the response information.

[0150] The microphone (280) can receive various sounds and generate sound source data. For example, when a measurement application is executed, the microphone (280) can measure ambient sounds and generate sound source data.

[0151] The processor (220) can perform overall control operations of the user device (200). Specifically, the processor (220) functions to control the overall operation of the user device (200).

[0152] The processor (220) may be implemented as a digital signal processor (DSP), a microprocessor, or a time controller (TCON) for processing digital signals. However, it is not limited thereto and may include or be defined by one or more of a central processing unit (CPU), a micro controller unit (MCU), a micro processing unit (MPU), a controller, an application processor (AP), a graphics-processing unit (GPU), a communication processor (CP), or an ARM processor.

[0153] Additionally, the processor (220) may be implemented as a System on Chip (SoC) or Large Scale Integration (LSI) with a built-in processing algorithm, or as a Field Programmable Gate Array (FPGA). Additionally, the processor (220) can perform various functions by executing computer executable instructions stored in memory. Meanwhile, although FIG. 2 illustrates that the user device (200) includes only one processor, it may include multiple processors (e.g., CPU + GPU, CPU + DSP) during implementation.

[0154] The processor (220) may initiate a diagnosis upon a user request. For example, when the user voices or the user runs a diagnostic application, the processor (220) may activate a microphone to measure errors or noise in a specific home appliance. Meanwhile, as the noise measurement described above can be performed in the home appliance during implementation, the processor (220) may control the communication unit (230) to transmit control information for activating the microphone of the home appliance.

[0155] When the application is executed in this manner, the processor (220) can control the communication unit (230) to transmit a control command to the appliance so that the appliance performs a specific function. For example, if the appliance is a washing machine, the function may be a washing process.

[0156] When the home appliance performs a washing process through this operation, the processor (220) can store the sound source obtained through the microphone in the memory (210).

[0157] At this time, the processor (220) may record all sounds for the entire section, or if a certain decibel or higher occurs, it may record only the sound at that point. Alternatively, the processor (220) may measure the entire section and generate noise data by editing only the part corresponding to the section where noise occurred.

[0158] When such a diagnosis is performed, the processor (220) can control the communication unit (230) to transmit the sound source information and the information of the home appliance obtained in the above-described process to the electronic device (100). Meanwhile, although the above-described operation is illustrated and described as being performed by the execution of a diagnostic application, in implementation, the above-described operation, such as noise measurement, may be performed during the general operation of the home appliance.

[0159] And the processor (220) can receive response information corresponding to the service request information described above, i.e., customized service information. When such service information is received, the display (240) can be controlled or the speaker (270) can be controlled so that the information is output.

[0160] For example, when a guide content (or the address of the content) that can solve a specific problem is obtained as response information, the processor (220) can control the display (240) to display an image corresponding to the content.

[0161] Meanwhile, if the response information includes setting value information or data to be provided to the home appliance, the processor (220) can control the communication unit (230) to transmit the information included in the response information to the home appliance (10).

[0162] For example, active noise canceling may be applied as a guide for resolving noise in a home appliance (100). In this case, the processor (220) may control the communication unit (230) to transmit noise canceling information included in the acquired service information to the home appliance (10). The home appliance (10) may operate while outputting an opposite sound source corresponding to the noise included in the information through a speaker during operation. In one or more examples, the processor (220) may perform one or more filtering processes to remove background noise and leave only the noise generated from one or more home appliances.

[0163] Meanwhile, in the illustrated example, it was described that a terminal device acquires a sound source to be used for noise canceling and provides it to a home appliance, but in implementation, it can be acquired directly by the home appliance. In addition, in implementation, instead of a sound source corresponding to noise, only setting value information to be used for active noise canceling may be transmitted and received.

[0164] As described above, the control method of the terminal device according to the present disclosure can generate and utilize service information suitable for user preferences, thereby increasing user service satisfaction.

[0165] FIG. 5 is a drawing for explaining a service processing operation according to one embodiment of the present disclosure.

[0166] Referring to FIG. 5, service processing operations can be performed on a home appliance (10), a user device (200), and an electronic device (100).

[0167] First, if the user determines that a diagnosis or sound measurement is necessary because noise is generated from the home appliance (10), the user can measure the noise using the microphone of the home appliance (10) or the microphone of the user device (200).

[0168] And the user device (200) can transmit text recording the measured noise and symptoms of the noise to the electronic device (100). That is, the user device (200) can transmit a service request to the electronic device (100) requesting repair of the noise.

[0169] An electronic device (100) that receives such a service request can analyze cases similar to the request. Specifically, among multiple service cases, it can filter cases similar to the breakdown (or problem) of the home appliance and identify cases similar to the current user's tendencies among those cases. For example, the electronic device (100) can analyze the degree of consumer dissatisfaction and / or rigidity based on text.

[0170] And the electronic device (100) can obtain a service guide corresponding to the service request based on the analysis and the previously stored service history. For example, the electronic device (100) can identify cases among the previously stored service history that have a tendency most similar to the consumer's tendency and select the service content that elicited the most positive response among them as a guide.

[0171] And the electronic device (100) can transmit the corresponding service guide and noise file to a noise expert (i.e., an AS technician). And the service guide can be transmitted to a user device (200) corresponding to the user.

[0172] In this way, by proceeding with the service based on the service that elicited the most positive response among the existing history, it is possible to provide a service that is more suitable for the user.

[0173] Meanwhile, although FIG. 5 is described assuming that a recording file is used, a video file or a photo may be used instead of a recording file during implementation. Additionally, only information such as text may be provided to the electronic device (100) without creating separate content.

[0174] A more specific method for analyzing consumer tendencies and the action of selecting a service guide based on the analyzed tendencies will be explained in more detail below with reference to FIGS. 6 and 7.

[0175] FIG. 6 is a drawing for explaining the operation of acquiring user tendencies according to one embodiment of the present disclosure.

[0176] Referring to FIG. 6, the electronic device (100) can analyze the received text (610).

[0177] The electronic device (100) can identify user tendencies using text and a pre-stored library (620). Here, user tendencies can be divided into negative attitudes, consumer assertiveness, and whether there are unresolved requests. In the illustrated example, three items are illustrated, but in implementation, only some items may be used, and other items not illustrated may be additionally used.

[0178] In one or more examples, negative attitude is a process of checking whether keywords registered in the library are included in the text. For example, a consumer's negative attitude can be determined by comparing the request phrase sent by the consumer to the server with the list of negative keywords stored in the server's library to extract identical or similar keywords, and determining the degree of negative attitude based on the frequency and intensity of the keywords. The intensity of negative keywords stored in the library can be distinguished according to the severity of the negative degree (630).

[0179] And consumer activeness can be classified according to degree by extracting cases that match consumer information from consumer request history and calculating the frequency of service requests made over a certain period (640).

[0180] And by comparing the request history and the request phrase, if the same type of request is found, the higher the frequency, the more likely the request is to be unresolved and it can be classified according to the degree (650).

[0181] FIG. 7 is a drawing for explaining the search operation of a processing history according to one embodiment of the present disclosure.

[0182] Referring to Fig. 7, user tendencies can be identified through the process described above (710). By verifying the grade value (or score) for each of the multiple items through this verification, cases similar to each grade value (or score) can be identified in the service history.

[0183] For example, consumer propensity scales can be classified by assigning specific symbols such as A, B, and C, and then representing the intensity of each factor numerically. Subsequently, clusters of service content with scales similar or identical to those of the classified consumers can be explored.

[0184] Furthermore, service guidelines can be delivered to service providers and noise experts based on the service content with the highest satisfaction among the relevant clusters. In this case, if the level of unresolved requests is high, noise experts can take measures such as verifying them in more detail or cross-checking with other experts, and service providers can review the guidelines to provide services optimized for each consumer's preferences and situation.

[0185] Accordingly, since it presents the best content suitable for the situation from a vast service history, it has the advantage of preventing errors caused by inexperienced service providers that would otherwise rely on mere classification, and minimizing unpleasant experiences for consumers.

[0186] FIG. 8 is a drawing illustrating an example of a search for a processing history according to one embodiment of the present disclosure. Specifically, FIG. 8 is an example of a history requesting a repair for noise generation in a washing machine.

[0187] Referring to Fig. 8, the user requested a service to repair a noise problem with the washing machine.

[0188] Analyzing the text of the service request, the tendency related to negative attitudes can be rated as high, given that the user wrote the text including negative keywords. On the other hand, as there is no prior service request history regarding this matter, the proactiveness and unresolved status categories can be rated as low.

[0189] In this way, if the negative attitude is evaluated as 4, the proactiveness as 2, and the degree of unresolvedness as 1, the electronic device (100) can search for cases with item values ​​of 4, 2, and 1 among the stored service history. Meanwhile, when implementing, the item values ​​are not used as they are, but can be expanded to a certain range to search for cases. For example, along with (4, 2, 1), (5, 2, 1), (3, 2, 1), (4, 1, 1), (4, 3, 1), (4, 2, 2), etc. can be searched together.

[0190] If multiple such cases are confirmed, a guide can be selected by identifying the case that received a high evaluation among the confirmed cases.

[0191] For example, as described, cases where user moods need to be well matched can be selected and utilized.

[0192] FIG. 9 is a drawing illustrating an example of a search for a processing history according to one embodiment of the present disclosure. Specifically, FIG. 9 is an example of a history requesting a repair for noise generation in a refrigerator.

[0193] Referring to Fig. 9, a service requesting repair of a broken refrigerator was made.

[0194] When analyzing the text of the service request, the tendency related to negative attitudes can be evaluated as low, given that the user wrote the text without using negative keywords.

[0195] On the other hand, given that the service issue occurred repeatedly, the proactiveness and degree of unresolved issues can be rated highly.

[0196] In this way, if the negative attitude is evaluated as 1, the proactiveness as 4, and the degree of unresolvedness as 5, the electronic device (100) can search for cases among the stored service history where the item values ​​are 1, 4, and 5. Meanwhile, when implementing, the item values ​​are not used as they are, but can be expanded to a certain range to search for cases.

[0197] If multiple such cases are confirmed, a guide can be selected by identifying the case that received a high evaluation among the confirmed cases.

[0198] For example, regarding the error in question, a guide determined to require a quick response may be used.

[0199] FIG. 10 is a drawing illustrating an example of searching for a processing history according to one embodiment of the present disclosure. Specifically, FIG. 10 is an example of a history requesting a repair for noise generation in a washing machine.

[0200] Referring to Fig. 10, this is a case where service was requested in a very negative tone regarding the noise of the washing machine.

[0201] User preferences can be identified by analyzing the text of the service request (1010).

[0202] The electronic device (100) can verify that the value for each item is 4, 2, or 1. In this case, the electronic device (100) can search for cases having 4, 2, or 1. Meanwhile, when implementing, the item value is not used as is, but can be expanded to a certain range to search for cases.

[0203] If multiple such cases are confirmed, a guide can be selected by identifying the case that received a high evaluation among the confirmed cases.

[0204] For example, regarding the error, a guide requiring expert review can be used by checking the analysis and parts replacement history of the expert (1020).

[0205] FIG. 11 is a flowchart illustrating a method for controlling an electronic device according to one embodiment of the present disclosure.

[0206] First, service request information is received from an external device (1110). If such service request information includes text from a user, a noise source may be optionally stored. Here, the noise source may be sound content or video. Meanwhile, such service request information may be received through a user terminal device, or in implementation, it may be received directly from a home appliance.

[0207] Then, at least one user tendency is identified based on the text within the received service request information (1120). For example, the user tendency can be identified by checking at least one of a negative tendency, a repetitive tendency, or an unresolved status based on the text.

[0208] For example, one negative grade among multiple negative grades can be determined based on the type and frequency of pre-set negative keywords among the keywords included in the text, one repetition grade among multiple repetition grades can be determined based on the number of repetitions of service requests received from an external device, and one unresolved grade among multiple unresolved grades can be determined based on the service request history and text received from an external device.

[0209] Then, using the stored service history information, the processing history corresponding to the identified user tendency is searched (1130). Here, the service history information may include tendency information, guide information, and evaluation information corresponding to each of the multiple service processing cases.

[0210] For example, a first search can be performed based on identified user tendencies and tendency information of service history information, and a first search can be performed based on evaluation information among the results of the first search. In this case, the identified user tendencies have rating information for each of multiple items, and a first search can be performed based on the rating information for multiple items.

[0211] Meanwhile, service request information may include information and error information of the home appliance. In this case, the above-described primary search may perform a search within service history information corresponding to the information and error information of the home appliance.

[0212] Then, service information based on the retrieved processing history is generated (1140). For example, if the service request information includes sound source information recorded from noise generated by a home appliance, the generated service information and sound source information can be provided to an external device corresponding to a repair technician. Alternatively, processing estimated schedule information corresponding to the generated service information can be transmitted to an external device.

[0213] As described above, the control method of an electronic device according to the present disclosure can generate and utilize service information suitable for user preferences, thereby increasing user satisfaction with the service.

[0214] FIG. 12 is a flowchart illustrating a control method for a terminal device according to one embodiment of the present disclosure.

[0215] Referring to FIG. 12, a diagnosis can be initiated upon user request (1210). For example, when a user voices or the user runs a diagnostic application, a function for measuring errors or noise of a specific home appliance can be performed.

[0216] When the application is executed in this manner, the terminal device can transmit a control command to the home appliance to cause the home appliance to perform a specific function (S1220). For example, if the home appliance is a washing machine, the function may be a washing process.

[0217] When the home appliance performs a washing process through such operation, the terminal device can acquire the sound during the process through a microphone (1230). At this time, the terminal device may record all the sound for the entire section, or measure the sound at that point when a certain decibel level or higher occurs. Alternatively, as described above, the entire section may be measured and the section with a sound level above a certain level may be edited.

[0218] Meanwhile, when implementing, the aforementioned sound acquisition can be performed not only at the terminal device but also simultaneously at the relevant home appliance, or performed only at the relevant home appliance.

[0219] When such a diagnosis is performed, the sound source information obtained from the above process and the information of the home appliance can be transmitted to the electronic device (100) (1240).

[0220] And response information corresponding to the service request information described above, i.e., customized service information, can be received (1250).

[0221] As described above, the control method of the terminal device according to the present disclosure can generate and utilize service information suitable for user preferences, thereby increasing user service satisfaction.

[0222] Although FIG. 12 illustrates that the above-described operation is performed on a terminal device, the above-described operation may be performed on a home appliance during implementation.

[0223] Meanwhile, methods according to at least some of the various embodiments of the present disclosure described above can be implemented in the form of an application that can be installed on an existing electronic device.

[0224] In addition, methods according to at least some of the various embodiments of the present disclosure described above may be implemented by software upgrades or hardware upgrades alone for existing electronic devices.

[0225] In addition, methods according to at least some of the various embodiments of the present disclosure described above may also be performed through an embedded server equipped in an electronic device, or through at least one external server among the electronic devices.

[0226] Meanwhile, according to one embodiment of the present disclosure, the various embodiments described above may be implemented as software containing instructions stored on a machine-readable storage medium (e.g., a computer). The machine may include an electronic device (e.g., electronic device (A)) according to the disclosed embodiments, which is a device capable of calling instructions stored from the storage medium and operating according to the called instructions. When instructions are executed by a processor, the processor may perform a function corresponding to the instructions directly or by using other components under the control of the processor. Instructions may include code generated or executed by a compiler or an interpreter. The machine-readable storage medium may be provided in the form of a non-transitory storage medium. Here, "non-transitory storage medium" simply means that it is a tangible device and does not contain a signal (e.g., electromagnetic waves), and this term does not distinguish between cases where data is stored semi-permanently and cases where it is stored temporarily on the storage medium. For example, a 'non-transient storage medium' may include a buffer in which data is temporarily stored. According to one embodiment, the method according to the various embodiments disclosed herein may be provided by being included in a computer program product. The computer program product may be traded between a seller and a buyer as a product. The computer program product may be distributed in the form of a device-readable storage medium (e.g., compact disc read-only memory (CD-ROM)) or an application store (e.g., Play Store).TM It can be distributed online (e.g., downloaded or uploaded) through ) or directly between two user devices (e.g., terminal devices). For online distribution, at least a portion of the computer program product (e.g., a downloadable app) may be temporarily stored or temporarily created on a device-readable storage medium, such as the memory of a manufacturer's server, an application store's server, or a relay server.

[0227] Various embodiments of the present disclosure may be implemented as software comprising instructions stored on a machine-readable storage medium (e.g., a computer). The machine may include an electronic device (e.g., an electronic device (100)) according to the disclosed embodiments, which is a device capable of calling instructions stored from the storage medium and operating according to the called instructions.

[0228] When the above-described instruction is executed by a processor, the processor may perform the function corresponding to the above-described instruction directly or by using other components under the control of the above-described processor. The instruction may include code generated or executed by a compiler or an interpreter.

[0229] Although preferred embodiments of the present disclosure have been illustrated and described above, the present disclosure is not limited to the specific embodiments described above. It is understood that various modifications can be made by those skilled in the art without departing from the essence of the present disclosure as claimed in the claims, and such modifications should not be understood individually from the technical spirit or perspective of the present disclosure.

Claims

1. In an electronic device, A communication circuit configured to communicate with an external device; Memory for storing at least one instruction and service history information; and at least one processor operably connected to the memory and the communication circuit; When the above at least one instruction is executed by the above at least one processor alone or collectively, the electronic device operates as follows: When service request information is received from the above external device, at least one user tendency is identified based on the received service request information, and Search for processing history corresponding to at least one user tendency identified using the above service history information, and An electronic device that generates service information based on the above processing history.

2. In Paragraph 1, The above service history information is, Includes tendency information, guide information, and evaluation information corresponding to each of multiple service processing cases, When the above at least one instruction is executed by the above at least one processor alone or collectively, the electronic device operates as follows: A primary search is performed based on at least one identified user tendency and the tendency information of the service history information, and An electronic device that performs a second search based on evaluation information among the above first search results.

3. In Paragraph 2, The above-mentioned identified at least one user tendency has rating information for each of the multiple items, and When the above at least one instruction is executed by the above at least one processor alone or collectively, the electronic device operates as follows: An electronic device that performs the primary search based on grade information for each of the above plurality of items.

4. In Paragraph 2, The above service request information is, Includes information and error information of home appliances, When the above at least one instruction is executed by the above at least one processor alone or collectively, the electronic device operates as follows: An electronic device that performs the primary search within service history information corresponding to the information and error information of the above-mentioned home appliance.

5. In Paragraph 1, The above service request information is, Includes sound source information recorded on noise generated by home appliances, When the above at least one instruction is executed by the above at least one processor alone or collectively, the electronic device operates as follows: An electronic device that controls the communication circuit to provide the generated service information and the sound source information to an external device corresponding to a repair technician.

6. In Paragraph 1, When the above at least one instruction is executed by the above at least one processor alone or collectively, the electronic device operates as follows: An electronic device that controls the communication circuit to transmit processing prediction schedule information corresponding to the generated service information to the external device.

7. In Paragraph 1, When the above at least one instruction is executed by the above at least one processor alone or collectively, the electronic device operates as follows: An electronic device that identifies user tendencies by verifying at least one of a negative tendency, a repetitive tendency, and an unresolved status based on text within the received service request information.

8. In Paragraph 7, When the above at least one instruction is executed by the above at least one processor alone or collectively, the electronic device operates as follows: An electronic device that determines one negative grade among multiple negative grades based on the type and frequency of preset negative keywords among the keywords included in the above text.

9. In Paragraph 7, When the above at least one instruction is executed by the above at least one processor alone or collectively, the electronic device operates as follows: An electronic device that determines one of a plurality of repetition grades based on the number of repetitions of a service request received from the above external device.

10. In Paragraph 7, When the above at least one instruction is executed by the above at least one processor alone or collectively, the electronic device operates as follows: An electronic device that determines one of a plurality of unresolved grades based on a service request history received from the above external device and the above text.

11. In a method for controlling an electronic device, A step of receiving service request information from an external device; A step of identifying at least one user tendency based on received service request information; A step of searching for a processing history corresponding to at least one identified user tendency using previously stored service history information; and A control method comprising the step of generating service information based on the above processing history.

12. In Paragraph 11, The above service history information is, Includes tendency information, guide information, and evaluation information corresponding to each of multiple service processing cases, The above search step is, A primary search is performed based on at least one identified user tendency and the tendency information of the service history information, and A control method for performing a second search based on evaluation information among the first search results above.

13. In Paragraph 12, The above-mentioned identified at least one user tendency has rating information for each of the multiple items, and The above search step is, A control method for performing the primary search based on grade information for each of the above plurality of items.

14. In Paragraph 12, The above service request information is, Includes information and error information of home appliances, The above search step is, A control method for performing the primary search within service history information corresponding to information and error information of the above-mentioned home appliance.

15. A non-transient computer-readable recording medium storing a program for executing a method of controlling an electronic device, The above control method is, A step of receiving service request information from an external device; A step of identifying at least one user tendency based on received service request information; A step of searching for a processing history corresponding to at least one identified user tendency using previously stored service history information; and A non-transient computer-readable recording medium comprising the step of generating service information based on the above processing history.

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