CN1164068C - Information home appliance system and method of using after-sales service based on public telephone network - Google Patents

Abstract

The present invention relates to an information appliance system for after service based on public telephone networks and a use method thereof. The system comprises an information appliance device positioned at a user end, a public telephone network as a transmission and exchange part and a service center positioned at a manufacturer end, wherein the information appliance device forms a contact passage with the service center at the manufacturer end through the public telephone network; the information appliance device is formed by additionally arranging a main controller, a communication module, a fault diagnosis module and an information storage module in an existing common appliance; a hardware device of the service center positioned at the manufacturer end comprises an intelligent speech center access device, a computer monitor workstation, manual positions of a computer communication integrated system and a server.

Description

Information home appliance system and method of using after-sales service based on public telephone network

technical field

The present invention relates to an information home appliance system and a method of using it for after-sales service based on the existing public telephone network, in particular to a system that can use the public telephone network to carry out electronic registration of the information home appliance, its program's network update, online It is an information home appliance system with multiple functions such as fault diagnosis, online help for usage methods, network investigation of user information, and automatic call establishment between users and manufacturers. ), database technology, fault self-diagnosis technology, remote measurement and control and other information technologies and product after-sales service combined to develop a new type of information appliance product, which belongs to household appliances, public telephone network communication, database and CTI technology field.

Background technique

With the development of electronic technology, consumer electronic products have been combined with computer and communication technologies to form the so-called 3C products, and make household electronic appliances move towards automation, informatization, networking and integration. At present, the typical domestic product is Haier's Internet home appliances, which mainly allow home appliances to be used as a terminal of the Internet to browse the Internet, while other functions are far from complete, and cannot solve the urgent needs of current users such as after-sales service, product warranty, and self-diagnosis of faults. , and cannot directly interact with manufacturers. Although this home appliance can also update its work program through the network, it must be connected to the Internet, which is still difficult for the vast families in urban and rural China; and generally, home appliances need to be embedded with a display screen for browsing , so that the price of the online home appliance is higher. On the other hand, computers are gradually entering the homes of ordinary people. It is hard to imagine that users who have purchased computers will use home appliances such as refrigerators or washing machines to browse the Internet. Therefore, the feasibility of the market needs to be further verified.

In modern life, people have more and more various household appliances, such as washing machines, refrigerators, televisions, microwave ovens, water heaters, air conditioners, etc. The after-sales service of these home appliances has always been a difficult point. Although manufacturers try their best to improve service quality, users always have to issue an invoice to prove the time of purchase for each repair, so users must carefully keep the invoices and dare not lose them within a few years; A heavy burden. When a home appliance breaks down, it is always necessary to wait for the maintenance personnel to arrive at the scene to check the fault. The maintenance personnel must prepare various spare parts every time they go out, and the time of the user and the maintenance personnel are often not coordinated. Waiting for maintenance personnel. The maintenance personnel do not know the daily maintenance workload and intensity, and cannot reasonably arrange the maintenance time. Many maintenance personnel cannot coordinate the workload well. Often, some people are very tired and others are more leisurely, which reduces work efficiency and waste. manpower. On the other hand, the manufacturer cannot grasp the common failure rate of the product and the real cause of the failure. It cannot know exactly which parts are prone to problems, which batch of products has more problems, and there is no specific data for future design improvement. Reference, and the manufacturer cannot know the real needs and preferences of users, cannot count in time how many users are buying the company's products for the second or third time, and cannot timely count the user group information that likes the brand's products, such as the age group of users , regional and so on.

Contents of the invention

The purpose of the present invention is to provide an information home appliance system for after-sales service based on the public telephone network. The system comprehensively utilizes a variety of modern information technologies and can better solve the above-mentioned various problems currently existing as a whole.

Another object of the present invention is to provide a method for using an information home appliance system for after-sales service based on the public telephone network.

The information home appliance system for after-sales service based on the public telephone network of the present invention is realized in the following way: it mainly includes: an information home appliance device located at the user end, a public telephone network as a transmission and switching part, and a service center located at the manufacturer; The device is to add a main controller, a communication module composed of a telephone interface and a dialing device, a fault diagnosis module composed of multiple sensors installed in various parts of the household appliance that are prone to failure, and a test data storage device in the current ordinary household appliances. Area and working program memory composed of information storage modules; the hardware devices located in the service center at the manufacturer include: computer monitoring workstations, artificial seats and servers of the computer communication integration system; The service center at the manufacturer constitutes a contact channel; it is characterized in that: the hardware device at the service center at the manufacturer also includes an intelligent voice center access device; the access methods of the service center include manual access and automatic voice response access , can work continuously for 24 hours; the functions of the system mainly include: network automatic registration part, information appliance device control program update part, fault self-check part, network communication part, user and service center communication part, service center end database Part of the software that works with the foreground.

The household electrical appliances can be refrigerators, washing machines, color TVs, stereos, air conditioners, microwave ovens, electric ovens, and water heaters.

The storage area of the server can be divided into: text information database, recording database and fax database.

Among them, the computer monitoring workstation application software of the service center mainly includes the following basic modules: user registration module, data storage summary processing module, regular or irregular investigation module, user access module, program download module, information home appliance data upload module, generation maintenance Form module, user opinion and suggestion registration and summary module, operator management and online training module, system management and maintenance module, data automatic backup module, log generation and processing module and system overall module.

The method of using the information home appliance system for after-sales service based on the public telephone network of the present invention is as follows: it includes the following several different situations: user registration, when the appliance breaks down, downloading the new working program of the appliance or changing the maintenance center phone number; characterized by:

The usage method when the user registers is: the user purchases the appliance, the user installs the appliance, the user manually dials to the artificial agent at the service center, the artificial agent answers, the user provides the identification of the appliance and other user information, and the artificial agent records the user Information, the artificial agent creates the user record in the data server, and records the user information;

The method of use when an electrical appliance fails is: the user finds that the electrical appliance is malfunctioning, the user inserts the telephone line connector into the telephone interface of the electrical appliance, presses the button for contacting the service center, the electrical appliance actively calls the service center, and the service The center terminal answers and establishes a connection. The electrical appliance sends out a voice prompt that it is connecting and transmitting. The electrical appliance transmits data to the service center terminal. The data arrives at the service center terminal and is stored in the database of the server. The service center terminal obtains the complete data, and the computer monitors the workstation. Read the user information from the server database and send it to the artificial agent. The service center proposes to the client that it needs to be contacted manually. During the maintenance time, the user hangs up and disconnects the connection;

The method of downloading the new working program of the electrical appliance or changing the telephone number of the maintenance center is as follows: the artificial agent contacts the user and talks with the user, the user inserts the telephone line into the telephone interface of the electrical appliance according to the prompts, the user presses the program download button, and the service center The computer monitoring workstation at the terminal receives the user's download program button and transmits the corresponding program to the electrical appliance. After receiving the signal of the end of the transmission program, the electrical appliance sends a confirmation response message to the service center terminal, and at the same time sends a prompt message to the user. The service center terminal After receiving the confirmation message, it will remind the artificial seat that the electric appliance has completed the operation of downloading the program. The artificial seat will hang up after talking with the user, and the connection is completed; when the electric appliance is used again after power failure, it will run according to the new working program.

The system of the present invention utilizes the existing public telephone network to establish direct contact between manufacturers and users, service centers and home appliances. Compared with simple CTI technology, the system has richer content and can better meet user requirements. The system is very convenient for users and manufacturers to contact, can reduce the burden of users and manufacturers, can automatically register household appliances, establish a user information database, can automatically diagnose electrical failures, provide maintenance plans, and automatically update work procedures, regularly and irregularly Collect all kinds of useful information locally to meet the manufacturer's next design and improve the manufacturer's service quality. The system is not only cheap, but more importantly, directly connects manufacturers and users, service centers and home appliances themselves, so that users, manufacturers, and products can communicate in real time as needed, and better solve after-sales services for home appliances. , Data acquisition, fault online diagnosis, updating work procedures and enabling users to get help and many other issues. The system is the product of comprehensive application of various modern information technologies, with novel and ingenious design concept, safe and reliable operation, and has a good prospect of popularization and application.

Description of drawings

Fig. 1 is a block diagram of the composition structure of the information appliance system of the present invention.

Fig. 2 is a block diagram showing the structure and composition of the information appliance of the present invention.

Fig. 3 is a software flow chart of the service center terminal user access part of the present invention

Fig. 4 is a software flow chart of the whole part of the service center end system of the present invention.

Detailed ways

The following describes in detail the structural composition of the system of the present invention, the work flow of each part and the method of use in conjunction with the accompanying drawings.

Referring to Fig. 1 and Fig. 2, the present invention is an information home appliance system for after-sales service based on the public telephone network, which mainly includes: an information home appliance device 1 located at the user end, a public telephone network 3 as a transmission and switching part, and an information home appliance located at the manufacturer. Service center 2, information home appliance device 1 constitutes a communication channel with service center 2 located at the manufacturer's place through public telephone network 3; A communication module composed of a dual-tone dialing device 13, a fault diagnosis module composed of a plurality of sensors 14 installed in various fault-prone parts of the appliance, and an information storage module composed of a test data storage area 15 and a working program memory 16 And form; the CPU of master controller 11 can adopt Intel8051 (or 8052) 8 single-chip microcomputers to make, and be provided with the working program storage area 16 of 256K data storage area 15 and 64K in addition. Wherein, the main controller 11 stores abnormal state records of the household appliances at any time, as a basis for fault diagnosis. When the home appliance breaks down, the main controller 11 summarizes and analyzes the data, obtains the possible cause of the home appliance failure, and transmits it to the service center terminal 2 through the telephone network for reference by maintenance personnel. The dual-tone dialing device 13 and the telephone interface 12 in the information home appliance can simulate telephone dialing at any time under the control of the main controller 11, and form a voice path with the service center terminal 2 through the telephone network 3 for communication. The information home appliance device is produced by a home appliance manufacturer through technical transformation of an existing production line. Its categories include refrigerators, washing machines, color TVs, air conditioners, stereos, microwave ovens, electric ovens, water heaters and almost all household appliances. The hardware device of the service center 2 located at the manufacturer includes: an intelligent voice center access device 21 that completes operations such as access and output of voice channels, automatic allocation of voice channels, and automatic voice response when no one is on duty, and a computer monitoring workstation. 22. Multiple artificial seats 23 and servers 24 of the computer communication integration system; the access methods at the service center include manual access and automatic voice response access, which can realize continuous work for 24 hours, and the artificial seats 23 mainly include agent telephones And operation computer terminal, and the storage area of server 24 can be divided into: text information database 241, recording database 242 and fax database 243, this server 24 can be provided with two, one of them is used as dual-machine hot backup operation. The application software of the computer monitoring workstation 22 in the service center 2 mainly includes the following basic modules: user registration module, data storage summary processing module, regular and irregular investigation module, user access module, program download module, information appliance data upload module, generation Maintenance form module, user opinion and suggestion registration and summary module, operator management and online training module, system management and maintenance module, data automatic backup module, log generation and processing module and system overall module. In order to ensure the safety of user data, the information appliance device of the present invention is equipped with a backup battery that can work for a long time, so as to ensure that the data will not be lost when the appliance is not used for a long time, and the server at the service center is dual-computer hot backup .

The functions of the system mainly include: network automatic registration part, fault self-check part, network communication part, user and service center communication part, service center end database part and front desk work software part.

There are many application software modules at the service center of this system, mainly including 13 basic modules: user registration module, data storage summary processing module, regular and irregular survey module, user access module, program data download module, and information appliance data upload module , Generate maintenance form module, user opinion and suggestion registration and summary module, operator management and online training module, system management and maintenance module, data automatic backup module, log generation and processing module and system overall module. Figure 3 and Figure 4 respectively show the flow charts of the two most commonly used software—user access and the overall system module. Its working process can be described with reference to the accompanying drawings, and will not be repeated here.

The present invention improves the existing home appliances, adds a communication module, a fault diagnosis module and an information storage module, and uses the public telephone network to directly form a connection with the after-sales service center established by the manufacturer, so that both ends of the user and the manufacturer are connected. Communication can be established directly with the other party when needed. In this way, the user no longer needs to save the purchase invoice, and the purchase time is stored in the electrical appliance and in the database of the service center. The fault of the electrical appliance can be automatically detected and diagnosed. The user who needs maintenance only needs to insert the plug of the telephone line at home into the telephone socket of the electrical appliance , you can automatically establish contact with the manufacturer's service center, and the system will learn where the home appliance is faulty. The maintenance personnel know the maintenance workload of the appliance, and formulate the maintenance plan and the maintenance spare parts that need to be carried; at the same time, the two parties make an appointment, inform the user's address, and then formulate the maintenance plan according to the maintenance route and maintenance workload. Various maintenance personnel can coordinate their work, and the workload can be shared reasonably. In this way, a long-term contact can be established between the user and the manufacturer. Since the manufacturer's service center phone number is stored in the electrical appliance, and the user's phone number is stored in the service center's database, both parties do not need to remember each other's phone number. Only when needed, the user inserts the telephone line into the telephone socket of the electrical appliance, and can directly contact the manufacturer's service center to report problems to the manufacturer; the manufacturer can also call the user. Read out the user's phone number and other information in the computer, and you can easily contact the user. Through this, the manufacturer can learn at regular intervals where the electrical appliances sold in the previous stage are prone to failures and their causes, the needs and suggestions of users, and which users are buying the products of this manufacturer for the second or third time. What good suggestions should be given certain rewards and so on. Once the manufacturer successfully develops a new working program for the appliance, the user can download the latest program from the service center to update the working method of the appliance as long as the phone line is plugged into the appliance.

The use function of the present invention mainly includes: network automatic registration part, failure self-checking part, network communication part, user and service center communication part, service center end database part and front desk working software part. The following are brief introductions respectively.

Network automatic registration part: it is mainly a one-time written electronic label. When the information home appliance product of the present invention leaves the factory, the unique serial number of the product has been written in it as a special mark of the product identity. In addition: The hotline number of the manufacturer, the telephone number of the service center, the time, location, and invoice number when the user purchased the product, the telephone number of the local maintenance center established by the manufacturer, etc. When the telephone number of the maintenance center is changed, it can be modified by downloading the program. Provide accurate and unmistakable information for warranty time.

When a user purchases a product for the first time, the merchant enters the time when the user purchased the appliance and the merchant's code name into the appliance, and the warranty period starts from this day. After the product is shipped to the home, connect the home appliance to the telephone line according to the instructions, press the connection button, the information home appliance device of the present invention will automatically contact the local service center of the manufacturer, and the service center will send the user's purchase time, merchant code, and invoice Number and other information are read into the database at the service center, and the staff on the artificial seat at the service center connects with the user and enters the user information, including the user's name, ID, contact information, phone number, home address, and the date the user purchased the product. Reasons and preferences, etc., so that the home appliance device is officially registered at the service center, the user will become an official member of the manufacturer, and certain preferential conditions will be provided when purchasing other products in the future. The above data is not only the contact information for future maintenance, but also the necessary information for the relationship between the manufacturer and the user, and also the research data for the manufacturer to develop and design new products in the future.

Fault self-diagnosis part: It mainly completes the fault self-diagnosis function of the information appliance device, detects the working status of each main component of the product in real time, and counts the types and times of user misoperations. In the present invention, the information appliance is divided into several parts according to its composition, each part is divided into several parts, and these parts and parts are uniformly numbered, and corresponding detection and sensing devices are installed to detect and record in real time when the home appliance is working. The working status of each part, and an alarm signal is given at the same time to remind the user to connect to the local service center of the manufacturer. At this time, the user connects the home appliance to the service center with a telephone line, and the system automatically uploads the detection data to the database of the service center, and provides a possible maintenance plan based on these data; if it is a simple problem, the service center of the service The staff will tell the user by phone, and the user can solve it by himself; if it is a complicated problem, give the maintenance plan and the required spare parts and tools, and the service personnel at the service center will agree with the user on the maintenance time by phone, and give the maintenance list (including the name of the appliance , failure cause, solution, required spare parts and tools, estimated required maintenance time, user name, contact information and home address, etc.), and hand it over to the maintenance personnel, who will arrange the maintenance sequence and required maintenance spare parts in advance according to the maintenance order and tools to solve problems calmly. At the same time, the service center will count the uploaded home appliance product information and test data every once in a while, give out the main problems existing in the components of the home appliance product and the shortcomings of the user in using this product during this period, and upload these data to the company headquarters technical part. The technical part summarizes the success of the previous product design based on these statistical data, and analyzes the causes of the problems, providing valuable reference data for future design improvements.

Network communication part: It mainly feeds various information of home appliances to the manufacturer's service center, and can also download the latest working program of the device from the manufacturer's service center according to requirements; the physical line for transmitting information is a telephone line, which can satisfy most The user's requirements; the feedback information includes the initial product registration information, fault detection information and the latest product working procedures. This part is the basis for the system of the present invention to complete communication, and mainly includes communication modules such as a telephone interface provided by the home appliance itself, a dialing device, and a telephone line in the user's home. The communication module installed in the home appliance device also includes a control button, a storage area for a data source, a protocol stack and a control module. For users, they only see the telephone interface and control buttons including dial button, disconnect button, upload data button, download program button, program restart button, system reset button, manual answer button, etc., as well as connection success, connection error, data Indicator lights for in progress, data transmission is correct and complete, data transmission error, etc. The device of the present invention has already stored the telephone number of the local service center end of the manufacturer, so as long as the dial button is activated, the device will automatically establish a telephone connection with the service center end.

User and service center communication part: It mainly provides a direct information exchange channel between users and manufacturers. Users can make requests to manufacturers, report product error types and status, and reserve product maintenance time through it. Manufacturers can carry out purposeful maintenance through it. Product investigation, etc.; its working method is telephone contact, and the manufacturer's service center is a call center, which can simultaneously complete the concurrent processing requirements of multiple users. The user only needs to connect the telephone and the home appliance to the telephone line, press the manual answer button, the device will automatically contact the manual agent at the service center, automatically connect the telephone line between the user and the manual agent, and the user will directly pick up the phone Talk to the human agent and ask them about the issues they care about, including how to use the product, feedback on maintenance opinions, inquiries and suggestions for new products, opinions, etc. The human agent on duty will record the problems and meaningful suggestions reflected by the users, write them into the database, and make regular statistics, and then feed them back to the company headquarters. They can also improve the user's membership level according to the quality of the suggestions, give rewards, and improve the manufacturer's image and service quality, improve user enthusiasm for participation, strengthen the relationship between users and manufacturers, and enable the information home appliance system of the present invention to serve users and manufacturers better.

The development of the database part of the service center and the front desk work software: the front desk work software mainly provides a concise and clear data entry interface for the artificial agents, provides reference data and user information for answering user questions, and solutions to common faults. The database stores various information of users and the information recorded by manual agents, and automatically counts the fault information of user products, automatically gives information about maintenance work arranged by manufacturers, automatically gives maintenance plans, maintenance orders, maintenance lines, etc., and promptly and quickly Feedback useful information to the company headquarters in a timely manner, and generate various information reports on a regular basis. In actual development, it can be customized and expanded according to different requirements and data volume.

The two functions that need to be emphasized on the service center side are: one clear and rich access methods and service methods. One clear means that any seat in the system has the technical capability of all business processing; that is, any seat in the "commercial call center" system can meet the service function requirements of users, but considering the quality of the operator and According to the needs of different enterprises, the business acceptance of corresponding capabilities can be provided according to the actual situation of each enterprise. When the operator logs in when he is on duty, he can notify the system of the present invention of his WWW (WHO, WHAT, WHERE) information, and then it can be done by skill Dynamic deployment of business acceptance interface. Among them, WHO indicates the identity of the user, which is identified through the job number and password; WHAT indicates the professional skills possessed by the agent, which the system automatically obtains through the background database; WHERE indicates the exact physical location of the agent, and the system queries the configuration table (including phone number, Information such as the IP address of the computer terminal) is automatically obtained. This is also a manifestation of the separation of business and equipment. The rich access methods and service methods require that the system should provide multiple access methods including automatic voice, fax, e-mail, voice/fax/e-mail, expert seats, WEB, VOIP, short message, paging, etc. to meet customer service needs. That is, it supports the customer's multi-means dial-in and dial-out contact methods on access, that is, the system provides multiple access methods such as telephone, fax, special terminal, computer, etc., that is to say, the system of the present invention provides multiple access methods This way, users can simply access different database information systems through telephone, fax, and computer without leaving home, and obtain rich information materials.

The method of using the information home appliance system for providing after-sales service based on the public telephone network of the present invention includes the following different situations: user registration, when the appliance breaks down, when the new working program of the appliance is downloaded, or when the telephone number of the maintenance center is changed; The following are introduced respectively:

The usage method when the user registers is: the user purchases the appliance, the user installs the appliance, the user manually dials to the artificial agent at the service center, the artificial agent answers, the user provides the identification of the appliance and other user information, and the artificial agent records the user Information, the artificial agent creates the user record in the data server, and records the user's various information.

The method of use when an electrical appliance fails is: the user finds that the electrical appliance is malfunctioning, the user inserts the telephone line connector into the telephone interface of the electrical appliance, presses the button for contacting the service center, the electrical appliance actively calls the service center, and the service The center terminal answers and establishes a connection. The electrical appliance sends out a voice prompt that it is connecting and transmitting. The electrical appliance transmits data to the service center terminal. The data arrives at the service center terminal and is stored in the database of the server. The service center terminal obtains the complete data, and the computer monitors the workstation. Read the user information from the server database and send it to the artificial agent. The service center proposes to the client that it needs to be contacted manually. During maintenance time, the user hangs up and disconnects the connection.

The method of downloading the new working program of the electrical appliance or changing the telephone number of the maintenance center is as follows: the artificial agent contacts the user and talks with the user, the user inserts the telephone line into the telephone interface of the electrical appliance according to the prompts, the user presses the program download button, and the service center The computer monitoring workstation at the terminal receives the user's download program button and transmits the corresponding program to the electrical appliance. After receiving the signal of the end of the transmission program, the electrical appliance sends a confirmation response message to the service center terminal, and at the same time sends a prompt message to the user. The service center terminal After receiving the confirmation message, it prompts the artificial agent to complete the operation of downloading the program. The artificial agent hangs up after talking with the user, and the connection is completed; when the electrical appliance is used again after power failure, it will run according to the new working procedure.

Claims (5)

1. An information home appliance system for after-sales service based on the public telephone network, which mainly includes: an information home appliance device located at the user end, a public telephone network as a transmission and exchange part, and a service center located at the manufacturer; A main controller, a communication module composed of a telephone interface and a dialing device, a fault diagnosis module composed of multiple sensors installed in various parts of the household appliance that are prone to failure, and a test data storage area and working It is composed of an information storage module composed of program memory; the hardware device of the service center located at the manufacturer includes: computer monitoring workstations, artificial seats and servers of the computer communication integration system; the above-mentioned information appliances communicate with the service center located at the manufacturer through the public telephone network The center constitutes a contact channel; it is characterized in that: the hardware device of the service center located at the manufacturer also includes an intelligent voice center access device; the access methods of the service center include manual access and automatic voice response access, which can realize 24 hours of continuous work; the system’s functions mainly include: network automatic registration part, information home appliance device control program update part, fault self-check part, network communication part, user and service center communication part, service center end database part and front desk Working software part. 2. The information home appliance system for providing after-sales service based on the public telephone network as claimed in claim 1, wherein the home appliances can be refrigerators, washing machines, color TVs, stereos, air conditioners, microwave ovens, electric ovens, and water heaters. 3. The information appliance system for providing after-sales service based on the public telephone network as claimed in claim 1, wherein the storage area of the server can be divided into: text information database, recording database and fax database. 4. The information home appliance system for providing after-sales service based on the public telephone network as claimed in claim 1, wherein the application software of the computer monitoring workstation in the service center mainly includes the following basic modules: user registration module, data storage and summary processing module , regular or irregular survey module, user access module, program download module, information appliance data upload module, maintenance form generation module, user opinion and suggestion registration and summary module, operator management and online training module, system management and maintenance module, data automatic Backup module, log generation processing module and system overall module. 5. A method of using an information home appliance system for after-sales service based on the public telephone network, including the following different situations: user registration, when an appliance fails, downloading a new working program for the appliance, or changing the telephone number of the maintenance center ; characterized by: The usage method when the user registers is: the user purchases the appliance, the user installs the appliance, the user manually dials to the artificial agent at the service center, the artificial agent answers, the user provides the identification of the appliance and other user information, and the artificial agent records the user Information, the artificial agent creates the user record in the data server, and records the user information; The method of use when an electrical appliance fails is: the user finds that the electrical appliance is malfunctioning, the user inserts the telephone line connector into the telephone interface of the electrical appliance, presses the button for contacting the service center, the electrical appliance actively calls the service center, and the service The center terminal answers and establishes a connection. The electrical appliance sends out a voice prompt that it is connecting and transmitting. The electrical appliance transmits data to the service center terminal. The data arrives at the service center terminal and is stored in the database of the server. The service center terminal obtains the complete data, and the computer monitors the workstation. Read the user information from the server database and send it to the artificial agent. The service center proposes to the client that it needs to be contacted manually. During the maintenance time, the user hangs up and disconnects the connection; The method of downloading the new working program of the electrical appliance or changing the telephone number of the maintenance center is as follows: the artificial agent contacts the user and talks with the user, the user inserts the telephone line into the telephone interface of the electrical appliance according to the prompts, the user presses the program download button, and the service center The computer monitoring workstation at the terminal receives the user's download program button and transmits the corresponding program to the electrical appliance. After receiving the signal of the end of the transmission program, the electrical appliance sends a confirmation response message to the service center terminal, and at the same time sends a prompt message to the user. The service center terminal After receiving the confirmation message, it will remind the artificial seat that the electric appliance has completed the operation of downloading the program. The artificial seat will hang up after talking with the user, and the connection is completed; when the electric appliance is used again after power failure, it will run according to the new working program.

Images