CN113032536A

CN113032536A - Equipment fault positioning method and system based on intelligent online real-time interaction and electronic device

Info

Publication number: CN113032536A
Application number: CN201911348573.2A
Authority: CN
Inventors: 张文渊; 姚晓皓; 龙丽君; 温晓宇
Original assignee: Beijing Xushui Interconnection Technology Co ltd
Current assignee: Beijing Xushui Interconnection Technology Co ltd
Priority date: 2019-12-24
Filing date: 2019-12-24
Publication date: 2021-06-25

Abstract

The invention discloses an equipment fault positioning method based on intelligent online real-time interaction, which comprises the following steps: configuring question and answer process contents and constructing a first database for storage, wherein the question and answer process contents comprise question contents, answer contents and subsequent processing modes matched with the answer contents; and responding to the user instruction, acquiring the matched question-answer flow contents, and performing response processing according to the matched question-answer flow contents until a maintenance scheme is generated. According to the method disclosed by the invention, when equipment has a fault, a correct and quick solution can be obtained through an automatic question-answering process, and the working efficiency is greatly improved.

Description

Equipment fault positioning method and system based on intelligent online real-time interaction and electronic device

Technical Field

The invention relates to the technical field of equipment fault troubleshooting, in particular to an equipment fault positioning method and system based on intelligent online real-time interaction and an electronic device.

Background

The damage often occurs in the daily use process of the equipment, with the popularization of large-scale medical equipment and in view of the complexity of the medical equipment, professional maintenance engineers are often needed to maintain, but sometimes, the equipment cannot be maintained normally due to incomplete hands and low experience of the maintenance engineers, a young engineer with insufficient qualification needs to wait for maintenance or be guided by a telephone or other modes to operate, but the waiting time is often too long, the use of the equipment is influenced, or the communication of some modes such as the telephone and the like cannot effectively express the equipment problem, and the efficiency is influenced.

Disclosure of Invention

In order to solve the problems, the inventor designs and constructs an intelligent online equipment fault positioning method and an intelligent online equipment fault positioning system, and designs question and answer flow contents based on the diagnosis and maintenance experience of known faults of advanced maintenance engineers or according to a fault diagnosis flow chart given in a maintenance instruction manual given by an equipment manufacturer to form a maintenance question and answer flow database, so that a user can accurately position and solve equipment problems according to the question and answer flow, the efficiency is greatly improved, and the manpower is saved.

Therefore, according to one aspect of the present invention, an equipment fault location method based on intelligent online real-time interaction is provided, which comprises the following steps: configuring question-answering process contents and constructing a first database for storage; and responding to the user instruction, acquiring the matched question-answer flow contents, and performing response processing according to the matched question-answer flow contents until a maintenance scheme is generated. Different pre-solution methods can be reserved for different fault problems by pre-constructing a database with the contents of the question-answering process, so that the problem can be solved automatically and intelligently during the question-answering process, a skilled engineer does not need to go to the site for solving the problem, the efficiency is greatly improved, and the human resources are saved.

In some embodiments, the question-answering flow content includes question content, answer content, and a subsequent processing mode matched with the answer content, and in response to a user instruction, the matched question-answering flow content is obtained, and response processing is performed according to the matched question-answering flow content until a maintenance plan is generated, so that: acquiring matched question and answer flow contents according to a user instruction; outputting and displaying the question content of the matched question-answering process content to a user; acquiring answer content input for the question content output and displayed; and determining a matched subsequent processing mode according to the answer content, and acquiring the subsequent processing mode to perform response processing until a maintenance scheme is generated.

In some embodiments, the user instruction is a start instruction, the acquired question content corresponding to the matched question-answer process content is a selection fault classification, and the acquiring of the answer content input to the question content output and displayed is implemented as follows: receiving fault description input by a user, and determining fault classification according to the fault description; or acquiring the fault log content of the target equipment, and determining fault classification according to the fault log content. The problem content is positioned according to the fault classification, so that the problem can be positioned more accurately, and the problem is inaccurate due to no need of excessive subjective judgment.

In some embodiments, determining the fault classification from the fault log content includes configuring a mapping relationship between the fault code, the fault classification, and the matching means to construct a second database store; analyzing the fault log content of the target equipment and determining a fault code; and matching the mapping relation between the fault codes and the second database to obtain fault classification. The mapping relation formed by the mapping relation of the fault codes, the fault classification and the matching mode can automatically and intelligently extract the fault content of the equipment and match the fault classification. The second database stores data including, but not limited to, the following data sources: a maintenance manual provided by the original equipment factory; a fault code lookup table provided by an equipment original factory; engineer experience summary (input by high-level service engineers); self-iteration (extracting effective data from a third database storage) of the intelligent online real-time interaction platform.

In some embodiments, the matching manner includes single matching, combined matching, and sequential combined matching, and the mapping relationship between the fault code and the second database is matched to obtain the fault classification. According to the diversified matching modes, questions and answers can be carried out in multiple dimensions, and more accurate answer contents can be obtained.

In some embodiments, the method further comprises configuring a corresponding judgment method and operation step for the question content, configuring a corresponding response identifier for the answer content, and when outputting and displaying the question content of the matched question and answer process content to the user, simultaneously outputting and displaying the judgment method, the operation step and the response identifier of the selectable answer content corresponding to the question content; obtaining answer content input to the question content output display is further implemented as: and receiving the answer content input by the user for the question content displayed by the output through the selection of the answer identifier by the user. According to the judgment method and the operation steps, the user can be guided to carry out accurate question answer determination, so that the professional ability requirement on maintenance personnel is reduced, different question content selection branches carried out by the user can be matched according to different response identifications, so that the question content can be refined, and the obtained answer content is more accurate.

In some embodiments, the subsequent processing mode is a content identifier or a maintenance scheme identifier or a manual service identifier of a next round of question and answer process, and the obtaining of the subsequent processing mode for performing corresponding processing includes the following steps: acquiring the contents of the next round of question-answering process corresponding to the subsequent processing mode, and executing the contents of the question-answering process; or responding to the manual service identification to perform manual service processing; or acquiring the maintenance scheme corresponding to the subsequent processing mode and outputting and displaying the maintenance scheme. After the contents of the question and answer process are finished, the automatic execution can be carried out according to the solution of the contents of the question and answer process, additional operation is not needed by a user, and the user can manually inquire according to the requirements under the condition that some contents of the question and answer process are incomplete, so that an accurate maintenance scheme can be obtained.

In some embodiments, the method further comprises the steps of: and acquiring manual service processing contents, and updating the first database according to the manual service processing contents. In order to expand the question and answer content, the result of each manual service processing is stored and updated in the first database, so that the database can be continuously expanded and updated.

In some embodiments, after determining the maintenance schedule, further comprising: and completing maintenance according to the maintenance scheme, and storing the detailed maintenance record into a third database. Therefore, the first database and the second database can be optimized according to the content of the third database, and the accuracy of the answer is improved in real time.

According to a second aspect of the present invention, there is provided an intelligent real-time online interaction system for assisting in locating a fault of a device, comprising: the first database stores the question-answering process content, wherein the question-answering process content comprises question content, answer content and a subsequent processing mode matched with the answer content; the question-answer flow determining module is used for responding to a user instruction, acquiring matched question-answer flow contents from the first database and outputting and displaying the question contents of the matched question-answer flow contents to a user; and the maintenance scheme generation module is used for acquiring answer content input by the user on the question content, and responding according to a subsequent processing mode matched with the answer content until a maintenance scheme is generated. Therefore, different pre-solution methods can be reserved for different fault problems according to the constructed database with the contents of the question-answering process, so that automatic and intelligent problem solving can be realized during the question-answering process, the maintenance scheme is automatically generated through the maintenance scheme generation module, a skilled engineer does not need to personally go to the site for solution, the efficiency is greatly improved, and the human resources are saved.

In some embodiments, further comprising: the second database stores mapping relations of fault codes, fault classifications and matching modes; the question-answer flow determining module is also used for outputting the question content of the selected fault classification to the user when the user instruction is a starting instruction;

the maintenance scheme generation module comprises: the manual acquisition unit is used for receiving fault description input by a user and determining fault classification according to the fault description when the question content output by the question-answering flow determination module is selected fault classification; and the automatic acquisition unit is used for acquiring a fault log of the target equipment when the question content output by the question-answering flow determination module is selected fault classification, and determining the fault classification according to the content of the fault log and the second database. The mapping relation among the fault codes, the fault classification and the matching mode is stored in the second database in advance, so that the problems can be accurately positioned, and the correctness of the maintenance scheme is improved.

In some embodiments, a third database for storing service records is also included.

According to a third aspect of the present invention, there is provided an electronic device comprising a display unit and a processor configured to be able to perform the following method processes: responding to a starting instruction, and outputting a fault description input page for acquiring user input; responding to the fault description input by the user, outputting question content and answer options to be presented to the user; responding to the answer content input by the user, and performing the following processing until generating a maintenance scheme output: determining a subsequent processing mode, outputting question content and answer options when the subsequent processing mode is a question-answering process, and receiving determined answer content input by a user; or entering manual service when the subsequent processing mode is manual service flow. Therefore, different pre-solution methods can be reserved for different fault problems according to the electronic device, so that automatic and intelligent problem solving can be realized during question answering flow, a maintenance scheme is automatically generated through the maintenance scheme generation module, a skilled engineer does not need to go to the site for solution, the efficiency is greatly improved, and human resources are saved.

Drawings

FIG. 1 is a flowchart of an apparatus fault location method based on intelligent online real-time interaction according to an embodiment of the present invention;

FIG. 2 schematically shows a complete example of the interaction flow;

FIG. 3 is a schematic block diagram of an intelligent online interactive system for locating device faults according to an embodiment of the present invention;

fig. 4 is a schematic view of an electronic device according to an embodiment of the invention.

Detailed Description

The online question-answering flow of the embodiment of the invention is started based on a user instruction and carries out subsequent interaction, wherein the user instruction comprises a starting instruction, the starting instruction is regarded as input starting instruction when a user clicks terminal application software corresponding to an online application, and the question-answering flow is started after the application is started, wherein the starting instruction corresponds to initial question-answering flow content, the question content of the corresponding question-answering flow content is exemplarily selected fault classification (other questions can be determined according to requirements, the initial question-answering is taken as an example for selecting fault classification to be described in detail), in the subsequent question-answering flow, the user instruction can be operation for selecting answer content, and the selection of the answer content can be combined with automatic judgment of a system, and the following description is carried out. The present invention will be described in further detail with reference to the accompanying drawings.

Fig. 1 schematically shows an apparatus fault location method based on intelligent online real-time interaction according to an embodiment of the present invention, and as shown in fig. 1, this embodiment includes the following steps:

step S101: configuring question-answer process contents, and constructing a first database for storage, wherein the question-answer process contents comprise question contents, all possible answer options and subsequent processing modes matched with the answer contents, each question content corresponds to at least one possible answer option, and when the database is configured, one answer content corresponding to one question content and the subsequent processing mode corresponding to the specific answer content are stored as a question-answer process content record, for example, the structure shown in table 2 below. The contents of the question and answer process are designed and stored in a first database by a high-level maintenance engineer according to the diagnosis and maintenance experience of known faults. Or the design is designed and stored in the first database according to the fault diagnosis flow chart in the maintenance instruction manual of the equipment manufacturer. And describe the problem in a language as understandable to the average user as possible.

Preferably, when the content of the question answering process is configured, a judgment method and detailed operation steps are correspondingly configured for each question, and the judgment method and the operation steps are displayed while the question is presented by combining text description with a picture and a video. The detailed operation steps are all necessary operations needed for obtaining answers to questions, and the judgment method gives answers to the questions according to observation results after the operation according to the operation steps is finished. In a specific application, the judgment method comprises a manual judgment method and an automatic judgment method according to equipment data, the manual judgment method needs to be operated by a user in combination with detailed operation steps to obtain a question answer, and the automatic judgment method according to the equipment data can be used for automatically acquiring a fault log of the equipment or counting past historical data to obtain the question answer. For example, the manual judgment method may be an option that a user (such as an engineer or a device maintenance person responsible for maintenance on site) needs to measure the voltage of a location to determine the answer of the proposed question, and the corresponding detailed operation step is a specific operation step for measuring the voltage of the location, which may be displayed to the user together with a text description, a picture and a video when the question is proposed. For another example, according to a specific problem, the corresponding manual determination method may also be, for example, that the indicator light turns on green to indicate that the device is operating normally; the equipment operates normally, and no noise exists, which indicates that the equipment operates normally; the diagnosis mode of the equipment is required to be operated, the diagnosis result is totally indicated by the fact that the equipment operates normally, and the detailed operation steps corresponding to the diagnosis result can also be, for example: the equipment indicator light may need to be observed, and the equipment operation sound is heard; or a water model is used for test scanning, and then an image is obtained through observation; it is also possible to enter a device diagnostic mode, run a diagnostic program according to device prompts, and then observe the diagnostic results. For another example, the automatic determination method according to the device data is implemented as follows: for "is cold head efficiency normal? The problem content of the method can automatically acquire historical liquid helium pressure data to calculate the current cold head efficiency, and if the cold head efficiency is lower than a threshold value, an answer is automatically given: if not; for "water temperature, water flow are normal? The problem content of the method automatically acquires the current fault log and extracts water temperature and water flow data from the current fault log, and if the numerical value is in a threshold range, an answer is given: is. For the questions which can be automatically judged by the system, the answers which can be automatically judged by the system are given while the questions are asked for the user, and a brief judgment basis is given. The actual function of the first database is realized as an intelligent question-answering flow knowledge database, and a specific data structure example is shown in the following table 1:

TABLE 1

Step S102: and acquiring initial question content, and matching the initial question content with question content of the question-answering process content to acquire the matched question-answering process content from the first database. The initial problem content is fault classification, and the initial problem content is realized by receiving fault description input by a user and determining the fault classification according to the fault description. In the scenario where the user provides the fault description as the initial question content, the fault classifications selected by the user himself are all based on the initial classification of the observed phenomena, such as: the image has artifacts, the machine cannot scan, the warning light is on, and the like, the operation of directly observing the phenomena to carry out fault description and fault classification does not need equipment maintenance experience, the initial problem content can be judged and input as long as basic equipment operation and use knowledge exist, and the subsequent operation is guided by the question and answer flow content to finally determine the maintenance scheme, so that the requirements on equipment maintenance and maintenance personnel are low, the labor cost is reduced, and the efficiency is greatly improved. For example, for a fault description of a device in which a user observes that a liquid helium pressure warning lamp of a liquid helium monitor is on, the user is required to input the following fault description information:

failure time: 2019-4-199:45

And (3) fault description: the user observes that a liquid helium pressure alarm lamp of the liquid helium monitor is on.

And (4) fault classification: pressure anomaly of liquid helium

Classifying the fault into a liquid helium pressure abnormity classification according to the fault description, and selecting the fault classification by a user: and (3) the liquid helium pressure is abnormal, and the fault classification is corresponding to a fault classification identifier such as T001 (the fault classification identifier is a unique identifier of the fault classification and is used for uniquely identifying the fault classification, so that the fault classification is associated with different question answering process contents, and the detailed association relationship can be seen in an example in the table 1).

In other embodiments, the fault classification may also be determined according to the fault log content by obtaining the fault log content of the target device, specifically, a second database for storing fault classification knowledge is first constructed, specifically, a second database storage is constructed for configuring a mapping relation formation table (shown in table 2 below) of the fault code, the fault classification, and the matching mode, where the matching mode is a matching mode of an occurrence mode of the fault code and the fault classification, and includes individual matching, combination matching, and sequential combination matching. Wherein, the single matching is that when the fault code of the line appears in the fault log, the corresponding fault classification can be directly obtained, exemplarily: when a fault code A0001 appears in the equipment fault log collected in real time, the fault classification T001 can be directly obtained. The combination matching is that when all fault codes corresponding to a certain fault classification appear in the fault log, the fault classification can be determined, and the fault codes do not need to be appeared in sequence, such as: when A0002 and A0005 appear in the fault log collected in real time, the fault classification T002 can be obtained. The sequential combination matching is that when all fault codes corresponding to a certain fault classification appear in the fault log and the fault codes appear in the matching sequence, the fault classification can be determined, and exemplarily: when a0006 and a0007 occur in the fault log collected in real time and a0006 occurs before a0007 occurs, the fault classification T003 can be obtained.

TABLE 2

After analyzing the fault log content of the target equipment, the fault code can be determined, and then the mapping relation between the fault code and the second database is matched to directly obtain the fault classification, wherein the fault classification in the second database is stored by a fault classification identifier, and when the analyzed fault code is matched through the second database, the determined fault classification is represented in a fault classification identifier mode.

Whether the fault description is input by the user or the fault log automatic matching mode is adopted, after the fault classification is determined, the question and answer flow contents are automatically matched from the first database according to the fault classification so as to obtain the matched question and answer flow contents, and questions are asked for the user.

Step S103: and outputting and displaying the question content of the matched question-answering flow content to the user.

And (4) raising the questions to the user based on the obtained matched question-answer process content, preferably by outputting and displaying the question content of the matched question-answer process content to the user. Illustratively, when the obtained fault is classified as T001 (liquid helium pressure anomaly), referring to the example in table 1, the content of the question-answering flow matched from the first database is a question-answering flow corresponding to Q01, which includes the question content (corresponding to the initial question content at this time), the answer content, and the subsequent node (i.e., corresponding to the post-processing manner of the identifier), and then the processing is performed according to the post-processing manner of the identifier of the subsequent node, in this example, the subsequent node corresponds to the question-answering flow of Q02, and at this time, the question content of the question-answering flow is obtained and output to the user to start to ask the user, and the question asked is: is the helium press operating properly? At this time, the content of the judgment method and the operation step may be acquired from the content of the question-answering flow of Q02, and output and display are performed simultaneously with the question to guide the user to confirm the answer to the question according to the judgment method and the operation step, and the judgment method and the operation step are displayed by using a method of combining text description with picture and video, wherein, the specific content example of the acquired judgment method and the operation step may refer to the detailed description at step S101. Taking the question as an example, the method for determining the question corresponding to the question and answer flow content Q02 and the operation steps are simultaneously obtained and displayed, that is, while the question is presented, the operation steps are output: and checking an indicator light of the helium compressor and listening to the working sound of the helium compressor. "and" judgment method: the green light is on and a normal operating sound indicates that the helium press is operating properly. ", so that the user can guide the user to do problem troubleshooting and confirmation.

The questions which can be automatically judged by the system are asked by the user and simultaneously answers which are automatically judged by the system are given, and a brief judgment basis is given. For example, for a question that the system can automatically determine, the following question contents are output to the user:

please judge whether the water temperature and water flow are normal?

The method comprises the following operation steps: viewing water temperature, water flow data records (while giving a picture of the viewing position)

The manual judgment method comprises the following steps: exceeding the threshold value: if not; within the threshold range: is (given a threshold range at the same time)

The system automatically judges the result: and if yes, according to the latest equipment fault log record, the current water temperature is 17 ℃, and the water flow is 30L/min and is within the system threshold range.

Step S104: receiving the answer content input by the user to the question content displayed by the output.

Through the operation steps and the judgment method which are correspondingly displayed, the user can easily judge and determine the answer content corresponding to the question content and input the answer content.

Preferably, in order to facilitate the user to answer the questions, when the first database is configured, the answer content may be configured with a corresponding answer identifier, and the answer of each question may be yes or no, or may be one of multiple choices, which is represented by a uniform answer identifier, so as to uniformly manage the answers to the questions. Illustratively, as shown in table 1, the answer identifier is set as an answer ID, and the specific meaning may be: when the answer is yes or no, 0 represents no and 1 represents yes; when the answer is a plurality of choices, 0,1,2, the term, n represents each choice, Start represents that a new round of question and answer is started to check the fault after returning to the original problem content, Finish represents that the fault is solved, the maintenance treatment is finished, and Service represents that manual Service needs to be entered. Therefore, when the question content is output and displayed, the response identifier which can display the selectable answer content corresponding to the question content can be output and displayed at the same time, so that the answer content input by the user to the question content which is output and displayed is received through the selection of the user to the response identifier, the user can conveniently answer the question and perform subsequent processing according to the answer content.

Step S105: and determining a matched subsequent processing mode according to the answer content, and acquiring the subsequent processing mode to perform corresponding processing until a maintenance scheme is generated. As shown in table 1, the subsequent processing mode is identified by a subsequent node, and the corresponding subsequent node can be obtained through the answer option by receiving the answer option of the user to the current question content, that is, the subsequent processing mode, and the corresponding content may be a content identifier of a next round of question answering process, a maintenance scheme identifier, or a manual service identifier, and the obtaining of the subsequent processing mode for performing corresponding processing specifically includes the following steps: acquiring a subsequent processing mode, namely subsequent nodes according to the answer content for judgment, executing the question-answering process content if the subsequent nodes correspond to the next question-answering process content, namely acquiring the matched next question-answering process content, and entering the step S103 for a new question-answering; if the subsequent node corresponds to the manual service, the current first database is not matched with the corresponding solution, and the manual service can be selected for manual service processing; and when the obtained subsequent node corresponds to a specific maintenance scheme, if [ E001], the problem can be directly solved according to the current problem answer, and the maintenance scheme corresponding to the subsequent processing mode is obtained to be output and displayed.

The given maintenance scheme comprises the severity of the fault, the fault reason, a test and verification step, a repair method, required spare parts, estimated spare part cost, required tools, estimated working hours and the like. In the case where the same maintenance plan corresponds to two or more maintenance records (i.e., different question and answer flows ultimately lead to a unified maintenance plan and are recorded in a third database described below), the estimated spare part cost may be given as a minimum value or an average value, and the estimated working hours may be given as a minimum value or an average value.

Illustratively, the maintenance schemes are stored in the following data structure and marked by fault identifiers, so that the final maintenance schemes can be obtained according to the question-answering process and output to the user:

a first failure:

fault label E001 (the fault record is unique number)

Equipment identification: d001 (unique equipment number)

Failure time: 2019-4-199:45

And (4) fault classification: liquid helium pressure anomaly (according to fault description, this fault is classified into liquid helium pressure anomaly)

And (3) fault classification identification: t001 (unique mark of fault classification)

Severity of failure: 4(0. suggestive information 1. trouble hidden trouble 2. affecting image quality 3. machine can not scan 4. serious trouble can be caused)

Equipment snapshot: after receiving the fault report of the user, the data acquisition box automatically acquires and stores the current data of the equipment, including fault logs, operation parameters and user operation records.

The failure reason is as follows: and checking a liquid helium pressure fluctuation curve, a helium compressor working log and a water cooling machine working log in the equipment snapshot. When the fault occurs, the change period of the liquid helium pressure is abnormal for a long time, and the descending speed is very slow after the liquid helium pressure rises. The cold head of the equipment has low working efficiency and needs to be replaced. From the helium compressor working log, the helium compressor of the equipment can work normally.

Fault log and parameter characterization: liquid helium pressure above threshold, liquid helium fluctuation curve anomaly, cold head efficiency below threshold (cold head efficiency can be calculated using prior art)

Testing and checking: and starting the system, operating for more than 24 hours, checking liquid helium data, and ensuring that all data are in a normal range.

The repairing method comprises the following steps: replacement cold head

Replacement of spare parts: cold head

Spare part cost: 10000 yuan

Working hours: 10 hours

And (4) failure II:

fault label E002 (the fault record is unique number)

Equipment identification: d002 (unique equipment number)

Failure time: 2019-4-188:45

The failure reason is as follows: and checking a liquid helium pressure fluctuation curve, a helium compressor working log and a water cooling machine working log in the equipment snapshot. When the fault occurs, the change period of the liquid helium pressure is normal, which shows that the cold head efficiency of the equipment is normal. And checking the work log of the helium press, and finding that the helium press is stopped, thereby causing the abnormal rise of the liquid helium pressure. And checking the log of the water cooler, wherein the water temperature is normal, and the water cooler works normally. Further checking the state of the helium compressor, and finding out that the power supply of the helium compressor fails, so that the helium compressor is stopped.

Fault log and parameter characterization: the liquid helium pressure is higher than the threshold value, the cold head efficiency is normal, and the helium compressor is stopped.

The repairing method comprises the following steps: and replacing the power supply of the helium compressor.

Replacement of spare parts: helium compressor power supply

Spare part cost: 5000 yuan

Working hours: 8 hours

Fig. 2 schematically shows a complete question-answering flow, and it can be seen from the figure that a complete question-answering flow can be started by combining the question-answering flow content database in table 2, and a solution can be finally obtained or obtained through manual service according to the relationship of each question-answering flow, so that the on-line determination and solution of equipment faults are realized, the efficiency of processing the equipment faults is improved, the professional requirements on maintenance personnel are reduced, and the labor cost is greatly reduced.

In a preferred embodiment, the method further includes obtaining manual service processing content, where the obtaining mode may be updating the first database according to the manual service processing content in a recording or text recording mode, and specifically may be manually entering the first database according to the manual service processing content, where the entered content is, for example, question content that needs to be further known to the customer for a certain fault phenomenon, all possible answer options, and a subsequent processing mode that matches each answer content (i.e., forming new question content or a solution step, and writing the new question content into the first database according to a data structure of the question-and-answer process content). Thereby, updating and maintaining the first database may be achieved.

In a preferred embodiment, it is also allowed that in case of finding errors or insufficient details in the question-and-answer flow during the maintenance process, the questions and operation steps in the question-and-answer flow can be modified and supplemented by the maintenance engineer, and simultaneously the modified personnel and modification time can be recorded, so as to further realize the intelligent maintenance and optimization of the first database.

In a preferred embodiment, after the maintenance schedule is determined and the maintenance is completed according to the maintenance schedule, the detailed maintenance record is also stored to a third database. In particular, it can be implemented as: after the maintenance is completed according to the maintenance schedule, a maintenance record is filled in by a maintenance engineer and stored in a third database. The third database may contain the following contents for recording all important information for one repair: description of faulty equipment (hospital name, equipment model), description of fault (description of fault given when hospital reports), time when fault occurred, time for maintenance, fault diagnosis process, maintenance method, replacement of spare parts, spare part cost, related fault log and fault code, etc. After the third database is constructed, the first and second databases may be optimized according to the contents of the third database. For example, a fault is not matched with a corresponding fault log and a corresponding fault code in the second database, and a corresponding maintenance scheme is not matched with the first database according to the question-answering process, but the maintenance is finally completed by manual service, and then the maintenance records in the third database of the current maintenance can be sorted and filled in the first database and the second database. In this way, the next time a similar problem occurs, the corresponding repair solutions can be matched in the first and second databases. The maintenance records in the third database are sorted and filled into the first database and the second database, and the difference between the third database and the first database and the difference between the third database and the second database can be manually and periodically compared, and the first database and the second database are optimized according to the difference; or when the maintenance record is stored in the third database, marking the maintenance record of the manual service for completing the maintenance, correspondingly writing the maintenance record completed by the manual service into the first and second databases according to the mark, and changing the mark to be combined after writing so as to realize the automatic optimization of the first and second databases.

As a preferred example, under the condition that a maintenance scheme is provided through manual service or under the condition that errors or insufficient details in a question-answering process are found in the maintenance process, a fault code and a matching mode in a corresponding fault log can be determined as much as possible for each problem, so that the second database is updated on the basis of the fault code and the matching mode, the problem is automatically judged as much as possible, and an accurate answer is given, so that after multiple times of optimization, equipment faults can be accurately positioned and solved in a fully-automatic manner based on the contents of the first database and the second database.

As another preferred implementation, in a specific practice, when the content of the next question-and-answer flow for a certain fault description or answer option is that there are multiple questions that need to be answered in parallel, the questions may be sorted according to the length of the judgment method and the operation steps, and the questions with few operation steps and a simple judgment method are preferentially asked to the user.

According to the method provided by the embodiment, the problem can be solved automatically and intelligently during the question and answer process, the maintenance scheme is generated automatically through the maintenance scheme generation module, and a skilled engineer does not need to go to the site for solution, so that the efficiency is greatly improved, and the human resources are saved.

Fig. 3 schematically shows a functional block diagram of an intelligent online interaction system for locating device failure according to an embodiment of the present invention, as shown in fig. 3,

the intelligent online interaction system for locating equipment faults of the embodiment comprises: the system comprises a first database 1, a question-answering flow determining module 2, a maintenance scheme generating module 4 and a second database 3. The first database 1 stores question-answering process contents, wherein the question-answering process contents include question contents, answer contents and subsequent processing modes matched with the answer contents. The question-answer flow determining module 2 is configured to, in response to a user instruction, obtain matched question-answer flow contents from the first database 1, and output and display the question contents of the matched question-answer flow contents to the user, where the user instruction may be a start instruction for system application software or an input instruction for determining corresponding answer contents for the question contents, and a specific matching manner and a flow and method for outputting the question contents may refer to the description of the above method part, which is not described herein again. The maintenance scheme generating module 4 is configured to obtain answer content input to the question content, and perform response processing according to a matching subsequent processing mode corresponding to the answer content until a maintenance scheme is generated, which may be referred to as a specific implementation mode.

The second database 3 stores mapping relations of fault codes, fault classifications and matching modes, so that automatic matching of fault classifications can be achieved. As shown in the example of table 2 above, when the user instruction is a start instruction, the matched content is the initial question-answering flow content, and the corresponding question content is the selection fault classification at this time, the maintenance plan generating module 4 for the question is implemented to acquire the answer content through the manual acquiring unit 21 and/or the automatic acquiring unit 22. The manual acquisition unit 21 is configured to receive a fault description input by a user, determine a fault classification according to the fault description, and select a determination mode by directly touching the display screen by the user. The automatic acquiring unit 22 is configured to acquire a fault log of the target device, and automatically determine a fault classification according to the content of the fault log and the second database 3, and a specific implementation manner may refer to the above method.

In a preferred embodiment, the system further comprises a third database 5 for storing detailed service records. In a specific application, the third database may also be used for user-optimized upgrade of the first database and the second database, in a manner described above.

In the maintenance process, errors or situations with insufficient details in the question-answering flow are found, the problems and operation steps in the question-answering flow can be modified and supplemented by a maintenance engineer, and meanwhile, modified personnel and modification time can be recorded, so that the first database and the second database are optimized and upgraded.

According to the system provided by the embodiment, the problem can be solved automatically and intelligently during the question answering process, the maintenance scheme is generated automatically through the maintenance scheme generation module, a skilled engineer does not need to go to the site for solution, the efficiency is greatly improved, and the human resources are saved.

Figure 4 schematically shows an electronic device according to an embodiment of the invention,

as shown in fig. 4, the electronic device includes one or more processors 310 and a memory 320, and one processor 310 is taken as an example in fig. 3.

The electronic device may further include: an input device 330 and an output device 340.

The processor 310, the memory 320, the input device 330, and the output device 340 may be connected by a bus or other means, such as the bus connection in fig. 4.

The memory 320 is a non-volatile computer-readable storage medium, and can be used to store non-volatile software programs, non-volatile computer-executable programs, and modules, such as program instructions/modules corresponding to the device fault location method based on intelligent online real-time interaction in the embodiments of the present application. The processor 310 executes various functional applications of the server and data processing by running nonvolatile software programs, instructions and modules stored in the memory 320, namely, implementing the device fault location method based on intelligent online real-time interaction of the above method embodiments.

The memory 320 may include a storage program area and a storage data area, wherein the storage program area may store an operating system, an application program required for at least one function; the storage data area may store data created from use of the device behavior comparative analysis apparatus among the plurality of devices, and the like. Further, the memory 320 may include high speed random access memory, and may also include non-volatile memory, such as at least one magnetic disk storage device, flash memory device, or other non-volatile solid state storage device. In some embodiments, memory 320 optionally includes memory located remotely from processor 310, which may be connected via a network to an intelligent online interactive system for locating device faults. Examples of such networks include, but are not limited to, the internet, intranets, local area networks, mobile communication networks, and combinations thereof.

The input device 330 may receive input numeric or character information and generate signals related to user settings and function control of the intelligent online interactive system for locating equipment failure. The output device 340 may include a display device such as a display screen.

The one or more modules described above are stored in the memory 320 and, when executed by the one or more processors 310, perform the intelligent online real-time interaction-based device fault location method of any of the method embodiments described above. Illustratively, the following processes can be carried out by the electronic device to realize online positioning and solve equipment faults: responding to a starting instruction, and outputting a fault description input page for acquiring user input; responding to the fault description input by the user, outputting question content and answer options to be presented to the user; responding to the answer content input by the user, and performing the following processing until generating a maintenance scheme output: determining a subsequent processing mode, outputting question content and answer options when the subsequent processing mode is a question-answering process, and receiving determined answer content input by a user; or entering manual service when the subsequent processing mode is manual service flow.

The product can execute the method provided by the embodiment of the application, and has the corresponding functional modules and beneficial effects of the execution method. For technical details that are not described in detail in this embodiment, reference may be made to the methods provided in the embodiments of the present application.

The electronic device of the embodiments of the present application exists in various forms, including but not limited to:

(1) mobile communication devices, which are characterized by mobile communication capabilities and are primarily targeted at providing voice and data communications. Such terminals include smart phones (e.g., iphones), multimedia phones, functional phones, and low-end phones, among others.

(2) The ultra-mobile personal computer equipment belongs to the category of personal computers, has calculation and processing functions and generally has the characteristic of mobile internet access. Such terminals include PDA, MID, and UMPC devices, such as ipads.

(3) The server is similar to a general computer architecture, but has higher requirements on processing capability, stability, reliability, safety, expandability, manageability and the like because of the need of providing highly reliable services.

(4) And other electronic devices with data interaction functions.

The above-described embodiments of the apparatus are merely illustrative, and the units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment.

Through the above description of the embodiments, those skilled in the art will clearly understand that each embodiment can be implemented by software plus a general hardware platform, and certainly can also be implemented by hardware. Based on such understanding, the above technical solutions substantially or contributing to the related art may be embodied in the form of a software product, which may be stored in a computer-readable storage medium, such as ROM/RAM, magnetic disk, optical disk, etc., and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to execute the method according to the embodiments or some parts of the embodiments.

What has been described above are merely some embodiments of the present invention. It will be apparent to those skilled in the art that various changes and modifications can be made without departing from the inventive concept thereof, and these changes and modifications can be made without departing from the spirit and scope of the invention.

Claims

1. An equipment fault positioning method based on intelligent online real-time interaction is characterized by comprising the following steps:

configuring question-answering process contents and constructing a first database for storage;

and responding to the user instruction, acquiring the matched question-answer flow contents, and performing response processing according to the matched question-answer flow contents until a maintenance scheme is generated.

2. The method according to claim 1, wherein the question-answer process content includes question content, answer content, and a subsequent processing manner matched with the answer content, and the step of obtaining the matched question-answer process content in response to the user instruction and performing response processing according to the matched question-answer process content until the maintenance plan is generated is implemented as:

acquiring matched question and answer flow contents according to a user instruction;

outputting and displaying the question content of the matched question-answering process content to a user;

acquiring answer content input for the question content output and displayed;

and determining a matched subsequent processing mode according to the answer content, and acquiring the subsequent processing mode to perform response processing until a maintenance scheme is generated.

3. The method according to claim 2, wherein the user instruction is a start instruction, the acquired question content corresponding to the matched question-answer process content is a selection fault classification, and the acquiring of the answer content input to the question content displayed by the output is implemented as:

receiving fault description input by a user, and determining fault classification according to the fault description; or

And acquiring the fault log content of the target equipment, and determining fault classification according to the fault log content.

4. The method of claim 3, wherein determining the fault classification based on the fault log content comprises:

configuring a mapping relation among fault codes, fault classifications and matching modes to construct a second database for storage;

analyzing the fault log content of the target equipment and determining a fault code;

and matching the mapping relation between the fault codes and the second database to obtain fault classification.

5. The method according to claim 2, further comprising configuring a corresponding judgment method and operation step for the question content, configuring a corresponding response identifier for the answer content, and outputting and displaying the judgment method, operation step and response identifier of the selectable answer content corresponding to the question content when outputting and displaying the question content of the matched question-answer process content to the user;

the obtaining of the answer content input to the question content output display is further implemented as: and receiving the answer content input by the user for the question content displayed by the output through the selection of the answer identifier by the user.

6. The method according to any one of claims 2 to 5, wherein the subsequent processing mode is a next question and answer procedure content identifier or a maintenance scheme identifier or a manual service identifier, and the obtaining of the subsequent processing mode for response processing comprises the following steps:

when the subsequent processing mode is the next round of question-answering flow content identification, acquiring the next round of question-answering flow content corresponding to the subsequent processing mode, and executing the question-answering flow content;

when the subsequent processing mode is a manual service identifier, performing manual service processing; or

And when the subsequent processing mode is the maintenance scheme identification, acquiring the maintenance scheme output display corresponding to the subsequent processing mode.

7. The method of claim 6, further comprising the steps of:

and acquiring manual service processing contents, and updating the first database according to the manual service processing contents.

8. The method of claim 6, after determining the service plan, further comprising:

and after the maintenance is finished according to the maintenance scheme, acquiring the maintenance record and storing the maintenance record in a third database.

9. An intelligent online real-time interaction system for locating equipment faults, comprising:

the system comprises a first database, a second database and a third database, wherein the first database stores question and answer process contents, and the question and answer process contents comprise question contents, answer contents and subsequent processing modes matched with the answer contents;

the question-answer flow determining module is used for responding to a user instruction, acquiring matched question-answer flow contents from the first database and outputting and displaying the question contents of the matched question-answer flow contents to a user;

and the maintenance scheme generation module is used for acquiring the answer content input to the question content and responding according to the subsequent processing mode matched with the answer content until a maintenance scheme is generated.

10. The system of claim 9, further comprising:

the second database stores mapping relations of fault codes, fault classifications and matching modes;

the question-answer flow determining module is also used for outputting the question content of the selected fault classification to the user when the user instruction is a starting instruction;

the maintenance scheme generation module includes:

the manual acquisition unit is used for receiving fault description input by a user and determining fault classification according to the fault description when the question content output by the question-answering flow determination module is selected fault classification; and

and the automatic acquisition unit is used for acquiring a fault log of the target equipment when the question content output by the question-answering flow determination module is selected fault classification, and determining the fault classification according to the content of the fault log and the second database.