阅读说明：本技术 故障处理方法、装置、存储介质 (Fault processing method, device and storage medium ) 是由 吴成德 胡娟 何雅菁 江曼 于 2021-08-03 设计创作，主要内容包括：本发明公开了一种故障处理方法,包括：第一设备确定存在故障时,向第二设备发送第一远程通讯请求和设备信息；所述第一远程通讯请求用于请求针对第一设备存在的故障进行故障解除；接收第一指令,和/或,接收通话数据；所述第一指令用于指示无故障或指示第一故障解除操作；所述通话数据用于告知第二故障解除操作；基于所述第一指令和/或所述通话数据解除故障。本发明还公开了一种故障处理装置、存储介质。(The invention discloses a fault processing method, which comprises the following steps: when the first equipment determines that a fault exists, sending a first remote communication request and equipment information to the second equipment; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment; receiving a first instruction and/or receiving call data; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used for informing a second failure removal operation; and removing the fault based on the first instruction and/or the call data. The invention also discloses a fault processing device and a storage medium.)

1. A fault handling method applied to a first device for selling goods, the first device having a communication function; the method comprises the following steps:

when the fault is determined, sending a first remote communication request and equipment information to second equipment; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment;

receiving a first instruction and/or receiving call data; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used for informing a second failure removal operation;

and removing the fault based on the first instruction and/or the call data.

2. The method of claim 1, wherein the device information comprises at least one of: fault type, equipment identification;

the receiving a first instruction includes one of:

receiving a first instruction for instructing a first fault resolution operation; the first fault removing operation is determined based on the fault type and the corresponding relation between the preset fault and the fault removing operation;

a first instruction is received indicating no fault.

3. The method according to claim 1 or 2, wherein the first device is provided with a communication module; the receiving call data includes:

receiving the call data after answering the call; and the call data is used for informing the user of a second failure removal operation corresponding to the failure type.

4. The method of claim 1, wherein the device information further comprises: the state of the cabinet door; the method further comprises the following steps: detecting whether a cabinet door of the first equipment is in an open state;

the receiving a first instruction and/or receiving call data includes:

receiving a first instruction and/or call data from second equipment corresponding to the cabinet door in a closed state;

and receiving the call data from the second equipment corresponding to the opening state of the cabinet door.

5. The method of claim 4, wherein after receiving the first command corresponding to the cabinet door being in the closed state and the first command indicating no fault, the method further comprises:

when determining that the fault still exists, sending a second remote communication request and equipment information to second equipment; the second remote communication request is used for requesting fault resolution aiming at existing faults through customer service;

receiving call data; and the call data is used for informing the user of a second failure removal operation corresponding to the failure type.

6. The method of claim 1, wherein the first device has a camera module; the method comprises the following steps:

acquiring video data through a camera module, and sending the video data to second equipment; the video data is used to present a current scene of the first device.

7. A fault handling method, applied to a second device, the method comprising:

receiving a first telecommunication request and device information from a first device; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment;

sending a first instruction to the first equipment, and/or sending call data to the first equipment; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used to inform the second failure release operation.

8. The method of claim 7, wherein the device information comprises at least one of: fault type, equipment identification;

the sending of the first instruction to the first device comprises one of:

determining a first fault removing operation based on the fault type and a preset corresponding relation between the fault and the fault removing operation, and sending a first instruction for indicating the first fault removing operation to the first equipment;

and when determining that the device information does not correspond to a fault, sending a first instruction for indicating no fault to the first device.

9. The method of claim 7, wherein the device information further comprises: the state of the cabinet door; the method further comprises the following steps: determining whether a cabinet door of the first device is in an open state based on the device information;

the sending a first instruction to the first device, and/or sending call data to the first device includes:

when the cabinet door is in a closed state and the fault is not determined to be corresponded based on the equipment information, sending a first instruction for indicating no fault to the first equipment;

when the cabinet door is in a closed state and a corresponding fault is determined based on the equipment information, sending a first instruction for indicating a first fault removing operation to the first equipment, and/or sending call data to the first equipment;

and sending call data to the first equipment corresponding to the cabinet door in an opening state.

10. The method of claim 9, wherein after the sending the first command to the first device corresponding to the cabinet door being in the closed state and the first command indicating no fault, the method further comprises:

receiving a second telecommunication request and device information; the second remote communication request is used for requesting fault resolution aiming at existing faults through customer service;

sending call data; and the call data is used for informing the user of a second failure removal operation corresponding to the failure type.

11. The method of claim 7, wherein the method comprises:

receiving video data sent by the first equipment; the video data is used to present a current scene of the first device.

12. A fault handling apparatus, characterized in that the apparatus comprises: the system comprises a first communication module and a first processing module; wherein the content of the first and second substances,

the first communication module is used for sending a first remote communication request and equipment information to the second equipment when determining that a fault exists; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment;

receiving a first instruction and/or receiving call data; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used for informing a second failure removal operation;

the first processing module is used for removing faults based on the first instruction and/or the call data.

13. A fault handling apparatus, characterized in that the apparatus comprises: the second communication module and the second processing module; wherein the content of the first and second substances,

the second communication module is used for receiving a first remote communication request and equipment information from first equipment; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment;

the second processing module is configured to send a first instruction to the first device, and/or send call data to the first device; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used to inform the second failure release operation.

14. A fault handling apparatus, characterized in that the apparatus comprises: a processor and a memory for storing a computer program capable of running on the processor;

wherein the processor is adapted to perform the steps of the method of any one of claims 1 to 6 when running the computer program; alternatively, the first and second electrodes may be,

the processor is adapted to perform the steps of the method of any one of claims 7 to 11 when running the computer program.

15. A computer-readable storage medium, on which a computer program is stored, which, when being executed by a processor, carries out the steps of the method of any one of claims 1 to 6; alternatively, the first and second electrodes may be,

the computer program when executed by a processor implements the steps of the method of any one of claims 7 to 11.

Technical Field

The invention relates to the technical field of unmanned vending, in particular to a fault processing method, a fault processing device and a computer readable storage medium.

Background

To provide a convenient shopping experience, unmanned vending cabinets are continually emerging. The unmanned automatic sales counter is arranged in different places, and the taking out and payment of the goods are all operated by the consumers. In the process of operating the unmanned automatic sales counter, some faults are easy to occur. Current unmanned sales counter of intelligence if take place unusually when the cabinet door is opened, can only handle through dialling customer service telephone, and the customer service generally hardly in time solves the problem through the phone, and it is also comparatively loaded down with trivial details to handle simultaneously, and the process of waiting for problem processing occupies too much time to the user, experiences also not good.

Disclosure of Invention

In order to solve the existing technical problem, embodiments of the present invention provide a fault processing method, apparatus, and computer-readable storage medium.

The technical scheme of the invention is realized as follows:

the embodiment of the invention provides a fault processing method which is applied to first equipment, wherein the first equipment is used for selling goods and has a communication function; the method comprises the following steps:

when the fault is determined, sending a first remote communication request and equipment information to second equipment; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment;

receiving a first instruction and/or receiving call data; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used for informing a second failure removal operation;

and removing the fault based on the first instruction and/or the call data.

In the foregoing solution, the device information includes at least one of: fault type, equipment identification;

the receiving a first instruction includes one of:

receiving a first instruction for instructing a first fault resolution operation; the first fault removing operation is determined based on the fault type and the corresponding relation between the preset fault and the fault removing operation;

a first instruction is received indicating no fault.

In the above solution, the first device includes a communication module; the receiving call data includes:

receiving the call data after answering the call; and the call data is used for informing the user of a second failure removal operation corresponding to the failure type.

In the foregoing solution, the device information further includes: the state of the cabinet door; the method further comprises the following steps: detecting whether a cabinet door of the first equipment is in an open state;

the receiving a first instruction and/or receiving call data includes:

receiving a first instruction and/or call data from second equipment corresponding to the cabinet door in a closed state;

and receiving the call data from the second equipment corresponding to the opening state of the cabinet door.

In the foregoing solution, when the cabinet door is in the closed state and the first command is used to indicate no fault, after the receiving the first command, the method further includes:

when determining that the fault still exists, sending a second remote communication request and equipment information to second equipment; the second remote communication request is used for requesting fault resolution aiming at existing faults through customer service;

receiving call data; and the call data is used for informing the user of a second failure removal operation corresponding to the failure type.

In the above solution, the first device has a camera module; the method comprises the following steps:

acquiring video data through a camera module, and sending the video data to second equipment; the video data is used to present a current scene of the first device.

The embodiment of the invention provides a fault processing method which is applied to second equipment, and the method comprises the following steps:

receiving a first telecommunication request and device information from a first device; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment;

sending a first instruction to the first equipment, and/or sending call data to the first equipment; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used to inform the second failure release operation.

In the foregoing solution, the device information includes at least one of: fault type, equipment identification;

the sending of the first instruction to the first device comprises one of:

determining a first fault removing operation based on the fault type and a preset corresponding relation between the fault and the fault removing operation, and sending a first instruction for indicating the first fault removing operation to the first equipment;

and when determining that the device information does not correspond to a fault, sending a first instruction for indicating no fault to the first device.

In the foregoing solution, the device information further includes: the state of the cabinet door; the method further comprises the following steps: determining whether a cabinet door of the first device is in an open state based on the device information;

the sending a first instruction to the first device, and/or sending call data to the first device includes:

when the cabinet door is in a closed state and the fault is not determined to be corresponded based on the equipment information, sending a first instruction for indicating no fault to the first equipment;

when the cabinet door is in a closed state and a corresponding fault is determined based on the equipment information, sending a first instruction for indicating a first fault removing operation to the first equipment, and/or sending call data to the first equipment;

and sending call data to the first equipment corresponding to the cabinet door in an opening state.

In the foregoing solution, when the cabinet door is in the closed state and the first instruction is used to indicate no fault, after the first instruction is sent to the first device, the method further includes:

receiving a second telecommunication request and device information; the second remote communication request is used for requesting fault resolution aiming at existing faults through customer service;

sending call data; and the call data is used for informing the user of a second failure removal operation corresponding to the failure type.

In the above scheme, the method includes:

receiving video data sent by the first equipment; the video data is used to present a current scene of the first device.

An embodiment of the present invention provides a fault processing apparatus, where the apparatus includes: the system comprises a first communication module and a first processing module; wherein the content of the first and second substances,

the first communication module is used for sending a first remote communication request and equipment information to the second equipment when determining that a fault exists; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment;

receiving a first instruction and/or receiving call data; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used for informing a second failure removal operation;

the first processing module is used for removing faults based on the first instruction and/or the call data.

In the foregoing solution, the device information includes at least one of: fault type, equipment identification;

the first communication module is configured to perform one of:

receiving a first instruction for instructing a first fault resolution operation; the first fault removing operation is determined based on the fault type and the corresponding relation between the preset fault and the fault removing operation;

a first instruction is received indicating no fault.

In the above solution, the first device includes a communication module; the first communication module is used for receiving the call data after answering the call; and the call data is used for informing the user of a second failure removal operation corresponding to the failure type.

In the foregoing solution, the device information further includes: the state of the cabinet door; the method further comprises the following steps: detecting whether a cabinet door of the first equipment is in an open state;

the first communication module is used for receiving a first instruction and/or call data from second equipment corresponding to the condition that the cabinet door is in a closed state;

and receiving the call data from the second equipment corresponding to the opening state of the cabinet door.

In the above scheme, when the cabinet door is in a closed state and the first instruction is used to indicate no fault, the first communication module is further configured to send a second remote communication request and device information to the second device when it is determined that a fault still exists; the second remote communication request is used for requesting fault resolution aiming at existing faults through customer service;

receiving call data; and the call data is used for informing the user of a second failure removal operation corresponding to the failure type.

In the above solution, the first device has a camera module; the first communication module is also used for acquiring video data through the camera module and sending the video data to the second equipment; the video data is used to present a current scene of the first device.

An embodiment of the present invention provides a fault processing apparatus, where the apparatus includes: the second communication module and the second processing module; wherein the content of the first and second substances,

the second communication module is used for receiving a first remote communication request and equipment information from first equipment; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment;

the second processing module is configured to send a first instruction to the first device, and/or send call data to the first device; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used to inform the second failure release operation.

In the foregoing solution, the device information includes at least one of: fault type, equipment identification;

the second processing module is configured to perform one of:

determining a first fault removing operation based on the fault type and a preset corresponding relation between the fault and the fault removing operation, and sending a first instruction for indicating the first fault removing operation to the first equipment;

and when determining that the device information does not correspond to a fault, sending a first instruction for indicating no fault to the first device.

In the foregoing solution, the device information further includes: the state of the cabinet door; the second processing module is further configured to determine whether a cabinet door of the first device is in an open state based on the device information;

the second processing module is used for sending a first instruction for indicating no fault to the first equipment when the cabinet door is in a closed state and the equipment information determines that no fault exists;

when the cabinet door is in a closed state and a corresponding fault is determined based on the equipment information, sending a first instruction for indicating a first fault removing operation to the first equipment, and/or sending call data to the first equipment;

and sending call data to the first equipment corresponding to the cabinet door in an opening state.

In the above scheme, when the cabinet door is in a closed state and the first instruction is used to indicate no fault, the second processing module is further configured to receive a second remote communication request and device information; the second remote communication request is used for requesting fault resolution aiming at existing faults through customer service;

sending call data; and the call data is used for informing the user of a second failure removal operation corresponding to the failure type.

In the above scheme, the second communication module is further configured to receive video data sent by the first device; the video data is used to present a current scene of the first device.

An embodiment of the present invention provides a fault processing apparatus, where the apparatus includes: a processor and a memory for storing a computer program capable of running on the processor;

when the processor is used for running the computer program, executing the step of any fault processing method of the first equipment side; alternatively, the first and second electrodes may be,

the processor is configured to execute the steps of any of the fault handling methods of the second device side when the computer program is run.

The embodiment of the invention also provides a computer readable storage medium, on which a computer program is stored, wherein the computer program realizes the steps of any fault processing method at the first equipment side when being executed by a processor; alternatively, the first and second electrodes may be,

the computer program, when executed by a processor, implements the steps of any of the fault handling methods at the second device side.

According to the fault processing method, the fault processing device and the computer readable storage medium provided by the embodiment of the invention, when the first equipment determines that the fault exists, the first equipment sends the first remote communication request and the equipment information to the second equipment; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment; receiving a first instruction and/or receiving call data; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used for informing a second failure removal operation; removing the fault based on the first instruction and/or the call data; correspondingly, the second equipment receives the first telecommunication request and the equipment information from the first equipment; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment; sending a first instruction to the first equipment, and/or sending call data to the first equipment; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used to inform the second failure release operation. In the scheme of the embodiment of the invention, the communication function is added on the first equipment (such as a sales counter), the remote communication request can be initiated by one key, the equipment information is visually presented and processed by the second equipment or customer service personnel, the fault is quickly solved, the user time is prevented from being delayed, and the user experience is improved.

Drawings

Fig. 1 is a schematic flow chart of a fault handling method according to an embodiment of the present invention;

fig. 2 is a schematic flow chart of another fault handling method according to an embodiment of the present invention;

fig. 3 is a schematic flow chart of a fault handling method according to an embodiment of the present invention;

fig. 4 is a schematic structural diagram of a fault handling apparatus according to an embodiment of the present invention;

fig. 5 is a schematic structural diagram of another fault handling apparatus according to an embodiment of the present invention;

fig. 6 is a schematic structural diagram of another fault handling apparatus according to an embodiment of the present invention.

Detailed Description

In various embodiments of the present invention, when a first device determines that a fault exists, a first remote communication request and device information are sent to a second device; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment; receiving a first instruction and/or receiving call data; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used for informing a second failure removal operation; removing the fault based on the first instruction and/or the call data; correspondingly, the second equipment receives the first telecommunication request and the equipment information from the first equipment; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment; sending a first instruction to the first equipment, and/or sending call data to the first equipment; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used to inform the second failure release operation.

The present invention will be described in further detail with reference to examples.

Fig. 1 is a schematic flow chart of a fault handling method according to an embodiment of the present invention; as shown in fig. 1, the first device is used for selling goods, for example, the first device may be an unmanned sales counter; the first device has a communication function; the method comprises the following steps:

step 101, when a fault is determined, sending a first remote communication request and equipment information to second equipment; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment;

102, receiving a first instruction and/or receiving call data; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used for informing a second failure removal operation;

and 103, removing the fault based on the first instruction and/or the call data.

In practical application, it is considered that even though the remote customer service is provided for fault processing, the customer service needs to acquire information such as equipment, orders and users for exception processing, and the remote processing is cumbersome. In the embodiment of the invention, the related equipment information is simultaneously sent to the customer service, and is visually presented, so that the customer service can more efficiently know and solve the fault.

Based on this, in an embodiment, the device information includes at least one of: fault type, equipment identification;

the receiving a first instruction includes one of:

receiving a first instruction for instructing a first fault resolution operation; the first fault removing operation is determined based on the fault type and the corresponding relation between the preset fault and the fault removing operation;

a first instruction is received indicating no fault.

Specifically, the second device may store a preset correspondence between a failure and a failure removal operation, and the first device is an unmanned sales counter; the correspondence relationship between the preset fault and the fault release operation may include: a door lock fault 001 corresponding to a fault release operation 001;

a door lock failure 002 corresponding to the failure release operation 002;

payment failure 003, corresponding failure removal operation 003;

network failure 004, corresponding failure removal operation 004;

when the fault type included in the device information is a door lock fault 001, the second device determines a corresponding fault removing operation 001 and transmits the fault removing operation 001 to the unmanned sales counter, and the unmanned sales counter processes the fault based on the fault removing operation 001.

Here, the failure removing operation can be implemented in two forms, one is that the unmanned sales counter directly executes after receiving, for example, the network failure 003 is network connection failure, and the corresponding failure removing operation 003 is re-networking, so that the unmanned sales counter can automatically disconnect the network and then automatically network;

alternatively, the unmanned sales counter can display the operation steps through a human-computer interaction interface, and is executed by a user; for example, the door lock failure 002 is that the door lock cannot be closed, due to the presence of a foreign object jam; the corresponding failure removal operation 002 is to remove foreign matter; it can be displayed to the user asking the user to take the foreign body that has stuck the door lock out.

If the second device finds no obvious fault based on the device information, such as the above fault type is null, or the customer service staff determines that no obvious fault exists currently based on the device information, the user can be informed of no fault first, that is, a first instruction for indicating no fault is sent; if the user still thinks that the fault exists later, the user can send the remote communication request again, and the customer service can directly communicate with the user at the moment to solve the fault.

The device identifier is used for marking the unique identity of the device, and can be a unique device number;

the device information may further include: device basic information; such as the address, order, and user identity of the current device.

In an embodiment, the first device is provided with a communication module; the receiving call data includes:

answering the call data; and the call data is used for informing the user of a second failure removal operation corresponding to the failure type.

Specifically, the first device is an unmanned sales counter which is provided with a module for realizing a communication function, or a interphone which corresponds to the unmanned sales counter and is fixedly connected with the unmanned sales counter is installed; the communication module can realize the communication with the customer service staff at the background, and the customer service staff guides the user to solve the problem through the telephone.

In an embodiment, the device information further includes: the state of the cabinet door; the method further comprises the following steps: detecting whether a cabinet door of the first equipment is in an open state;

the receiving a first instruction and/or receiving call data includes:

receiving a first instruction and/or call data from second equipment corresponding to the cabinet door in a closed state;

and receiving the call data from the second equipment corresponding to the opening state of the cabinet door.

Here, the second device may be a server, and the customer service staff may make a call and/or perform related operations through the server;

the second device can also be a background device connected with the server, such as a computer and the like; each customer service person can operate a background device, the background device can acquire remote communication requests and device information from a server, and the customer service person can also make a call or perform related operations (such as determining and sending a first instruction) through the background device;

the second device may further include: background devices (such as computers) and telephones connected with the server; each customer service person can operate a background device and a telephone, the background device can acquire remote communication requests and device information from a server, the customer service person can execute related operations through the background device, and the like, and the customer service person can communicate with a user through the telephone and the first device, namely, sends communication data to help the user to relieve faults.

The above is merely an example description of the second device, and in practical applications, the second device may implement functions such as a call, data communication with an unmanned sales counter, and the like, and is not limited herein.

In an embodiment, after the receiving the first command corresponding to the case that the cabinet door is in the closed state and the first command is used to indicate no fault, the method further includes:

when determining that the fault still exists, sending a second remote communication request and equipment information to second equipment; the second remote communication request is used for requesting fault resolution aiming at existing faults through customer service;

receiving call data; and the call data is used for informing the user of a second failure removal operation corresponding to the failure type.

Specifically, in the opening state of the cabinet door, the second device can determine that the cabinet door is opened based on the device information, and in order to quickly solve the problem, the user can directly contact the customer service, that is, the second device directly sends the first remote communication request and the device information to the customer service; the second equipment can directly present the equipment information, and the customer service connects the remote communication request to communicate with the user at the side of the unmanned vending cabinet;

in the closing state of the cabinet door, the second equipment can determine that the cabinet door is closed based on the equipment information, at the moment, the second equipment can determine whether the second equipment can solve the fault by itself or not, if so, the second equipment directly sends a first instruction to the unmanned sales counter (the customer service can also manually check after obtaining the first instruction, so that the accuracy is improved), and if not, the second equipment informs the customer service that the first remote communication request and the equipment information are sent to the customer service; namely, the second equipment can directly present the equipment information, and the customer service connects the remote communication request to communicate with the user at the side of the unmanned vending cabinet.

In one embodiment, the first device has a camera module; the method comprises the following steps:

acquiring video data through a camera module, and sending the video data to second equipment; the video data is used for presenting the current scene of the first device to assist in fault resolution.

Here, in order to make the customer service staff guide the user to remove the fault more conveniently, a camera module can be provided, for example, a camera which corresponds to the sales counter and is fixedly connected with the sales counter is installed, video data can be collected through the camera and sent to the second device in real time, and then the video data is presented to the customer service staff, so that the customer service staff can check whether the current operation of the user is correct, and the problem is solved by the user more efficiently.

In one embodiment, the communication device has a communication button; the determining that a fault exists includes:

detecting whether a second instruction is received; determining that a fault exists when the second instruction is detected;

the second instruction is determined based on a failed key of the sales counter.

Specifically, when the user uses an unmanned sales counter and finds that a fault exists, the user presses a communication button, the sales counter detects a corresponding second instruction, the fault can be determined, and the remote communication instruction and the equipment information are sent to the second equipment based on the second instruction.

Correspondingly, the embodiment of the invention also provides a fault processing method applied to the second equipment.

Fig. 2 is a schematic flow chart of another fault handling method according to an embodiment of the present invention; the method may be applied to a second device; the method comprises the following steps:

step 201, receiving a first remote communication request and equipment information from first equipment; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment;

step 202, sending a first instruction to the first device, and/or sending call data to the first device; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used to inform the second failure release operation.

In one embodiment, the device information includes at least one of: fault type, equipment identification;

the sending of the first instruction to the first device comprises one of:

determining a first fault removing operation based on the fault type and a preset corresponding relation between the fault and the fault removing operation, and sending a first instruction for indicating the first fault removing operation to the first equipment;

and when determining that the device information does not correspond to a fault, sending a first instruction for indicating no fault to the first device.

Specifically, the second device may store a preset correspondence between a failure and a failure removal operation, and the first device is an unmanned sales counter; the correspondence relationship between the preset fault and the fault release operation may include: a door lock fault 001 corresponding to a fault release operation 001;

a door lock failure 002 corresponding to the failure release operation 002;

payment failure 003, corresponding failure removal operation 003;

network failure 004, corresponding failure removal operation 004;

when the fault type included in the device information is a door lock fault 001, the second device determines a corresponding fault removing operation 001 and transmits the fault removing operation 001 to the unmanned sales counter, and the unmanned sales counter processes the fault based on the fault removing operation 001.

Here, the failure removing operation can be implemented in two forms, one is that the unmanned sales counter directly executes after receiving, for example, the network failure 003 is network connection failure, and the corresponding failure removing operation 003 is re-networking, so that the unmanned sales counter can automatically disconnect the network and then automatically network;

alternatively, the unmanned sales counter can display the operation steps through a human-computer interaction interface, and is executed by a user; for example, the door lock failure 002 is that the door lock cannot be closed, due to the presence of a foreign object jam; the corresponding failure removal operation 002 is to remove foreign matter; it can be displayed to the user asking the user to take the foreign body that has stuck the door lock out.

If the second device finds no obvious fault based on the device information, such as the above fault type is null, or the customer service staff determines that no obvious fault exists currently based on the device information, the user can be informed of no fault first, that is, a first instruction for indicating no fault is sent; if the user still thinks that the fault exists later, the user can send the remote communication request again, and the customer service can directly communicate with the user at the moment to solve the fault.

The device identifier is used for marking the unique identity of the device, and can be a unique device number;

the device information may further include: device basic information; such as the address, order, and user identity of the current device.

In an embodiment, the first device is provided with a communication module; the second device is connected with or comprises a communication module; the sending of call data to the first device includes:

after the customer service personnel answer the first remote communication request, the communication can be carried out, so that communication data are sent; and the call data is used for informing the user of a second failure removal operation corresponding to the failure type.

In an embodiment, the device information further includes: the state of the cabinet door; the method further comprises the following steps: determining whether a cabinet door of the first device is in an open state based on the device information;

the sending a first instruction to the first device, and/or sending call data to the first device includes:

corresponding to the fact that the cabinet door is in a closed state and does not correspond to a fault on the basis of the equipment information, sending a first instruction for indicating no fault to the first equipment;

corresponding to the fact that the cabinet door is in a closed state and a corresponding fault is determined based on the equipment information, sending a first instruction for indicating first fault removal operation to the first equipment, and/or sending call data to the first equipment;

and sending call data to the first equipment corresponding to the cabinet door in an opening state.

In an embodiment, after the sending the first instruction to the first device, corresponding to the case that the cabinet door is in the closed state and the first instruction is used to indicate no fault, the method further includes:

receiving a second telecommunication request and device information; the second remote communication request is used for requesting fault resolution aiming at existing faults through customer service;

sending call data; and the call data is used for informing the user of a second failure removal operation corresponding to the failure type.

Specifically, in the opening state of the cabinet door, the second device can determine that the cabinet door is opened based on the device information, and in order to quickly solve the problem, the user can directly contact the customer service, that is, the second device directly sends the first remote communication request and the device information to the customer service; the second equipment can directly present the equipment information, and the customer service connects the remote communication request to communicate with the user at the side of the unmanned vending cabinet;

in the closing state of the cabinet door, the second equipment can determine that the cabinet door is closed based on the equipment information, at the moment, the second equipment can determine whether the second equipment can solve the fault by itself or not, if so, the second equipment directly sends a first instruction to the unmanned sales counter (the customer service can also manually check after obtaining the first instruction, so that the accuracy is improved), and if not, the second equipment informs the customer service that the first remote communication request and the equipment information are sent to the customer service; namely, the second equipment can directly present the equipment information, and the customer service connects the remote communication request to communicate with the user at the side of the unmanned vending cabinet.

Further, under the condition that the cabinet door is closed, the second device can firstly check whether obvious faults exist or not based on the device information, and if no obvious faults exist, if the fault type is empty, a user can be firstly informed of no faults, namely a first instruction for indicating no faults is sent; then, if the user still thinks that there is a fault, after sending the second telecommunication request and the device information again through the first device, the customer service may detect, determine the fault, send a first instruction for instructing a first fault removal operation, and/or send call data to help the user remove the fault.

In an embodiment, the method further comprises:

receiving video data sent by the first equipment; the video data is used for presenting the current scene of the first device to assist in fault resolution.

Particularly, in order to facilitate the customer service staff to guide the user to remove the fault, a camera module can be provided, for example, a camera which corresponds to the sales counter and is fixedly connected with the sales counter is installed, video data can be collected through the camera and sent to the second device in real time, and then the video data is presented to the customer service staff, so that the customer service staff can check whether the current operation of the user is correct, and the problem is solved by the user more efficiently.

Fig. 3 is a schematic flow chart of a fault handling method according to an embodiment of the present invention; as shown in fig. 3, when a user purchases via a terminal device (e.g., an unmanned sales counter), if an abnormal condition is found, the user can dial a customer service voice by one key via a communication module on the terminal device; the terminal equipment initiates a remote communication request and reports related equipment information and the current door opening state of the cabinet air conditioner.

After receiving the remote communication request and acquiring related equipment information, the second equipment judges the opening state of the current cabinet door based on the equipment information;

in the first situation, when the cabinet door is in a closed state, the second equipment performs preliminary judgment to determine whether the terminal equipment is abnormal or not; in case 1, if the second device determines that the terminal device is not abnormal, a first instruction for indicating no fault can be sent to the terminal device to inform a user that the current device is not abnormal and normal shopping can be achieved; meanwhile, after recording the relevant information, closing the remote communication request, and finishing the processing; if the user still considers that the abnormal condition exists, the user can initiate the remote communication request again, and after receiving the remote communication request through the second equipment, the information of the related equipment is visualized and directly submitted to customer service for processing. And 2, if the second equipment determines that the terminal equipment is abnormal, the information of the relevant equipment can be directly visualized and submitted to customer service personnel for processing.

And in the second situation, the cabinet door is in an open state, and the related equipment information is directly visualized and then submitted to customer service personnel for processing.

The customer service staff answers the voice, quickly processes the problem according to the related visual equipment information, provides fault removing operation, sends a first instruction for indicating the fault removing operation to the terminal equipment, and/or informs a user of the operation through the voice.

Fig. 4 is a schematic structural diagram of a fault handling apparatus according to an embodiment of the present invention; as shown in fig. 4, the apparatus is applied to a first device, such as an unmanned sales counter; the device comprises: the system comprises a first communication module and a first processing module; wherein the content of the first and second substances,

the first communication module is used for sending a first remote communication request and equipment information to the second equipment when determining that a fault exists; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment;

receiving a first instruction and/or receiving call data; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used for informing a second failure removal operation;

the first processing module is used for removing faults based on the first instruction and/or the call data.

Specifically, the device information includes at least one of: fault type, equipment identification;

the first communication module is configured to perform one of:

receiving a first instruction for instructing a first fault resolution operation; the first fault removing operation is determined based on the fault type and the corresponding relation between the preset fault and the fault removing operation;

a first instruction is received indicating no fault.

Specifically, the first device is provided with a communication module; the first communication module is used for receiving the call data after answering the call; and the call data is used for informing the user of a second failure removal operation corresponding to the failure type.

Specifically, the device information further includes: the state of the cabinet door; the method further comprises the following steps: detecting whether a cabinet door of the first equipment is in an open state;

the first communication module is used for receiving a first instruction and/or call data from second equipment corresponding to the condition that the cabinet door is in a closed state;

and receiving the call data from the second equipment corresponding to the opening state of the cabinet door.

Specifically, when the cabinet door is in a closed state and the first instruction is used for indicating no fault, the first communication module is further used for sending a second remote communication request and equipment information to second equipment when determining that a fault still exists; the second remote communication request is used for requesting fault resolution aiming at existing faults through customer service;

receiving call data; and the call data is used for informing the user of a second failure removal operation corresponding to the failure type.

Specifically, the first device has a camera module; the first communication module is also used for acquiring video data through the camera module and sending the video data to the second equipment; the video data is used to present a current scene of the first device.

It should be noted that: in the fault handling apparatus provided in the above embodiment, when performing fault handling, only the above division of each program module is exemplified, and in practical applications, the above processing may be allocated to be completed by different program modules according to needs, that is, the internal structure of the first device is divided into different program modules to complete all or part of the above-described processing. In addition, the fault processing apparatus and the fault processing method provided by the above embodiments belong to the same concept, and specific implementation processes thereof are described in the method embodiments for details, which are not described herein again.

Fig. 5 is a schematic structural diagram of a fault handling apparatus according to an embodiment of the present invention; as shown in fig. 5, the apparatus is applied to a second device, and includes: the second communication module and the second processing module; wherein the content of the first and second substances,

the second communication module is used for receiving a first remote communication request and equipment information from first equipment; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment;

the second processing module is configured to send a first instruction to the first device, and/or send call data to the first device; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used to inform the second failure release operation.

Specifically, the device information includes at least one of: fault type, equipment identification;

the second processing module is configured to perform one of:

determining a first fault removing operation based on the fault type and a preset corresponding relation between the fault and the fault removing operation, and sending a first instruction for indicating the first fault removing operation to the first equipment;

and when determining that the device information does not correspond to a fault, sending a first instruction for indicating no fault to the first device.

Specifically, the device information further includes: the state of the cabinet door; the second processing module is further configured to determine whether a cabinet door of the first device is in an open state based on the device information;

the second processing module is used for sending a first instruction for indicating no fault to the first equipment when the cabinet door is in a closed state and the equipment information determines that no fault exists;

when the cabinet door is in a closed state and a corresponding fault is determined based on the equipment information, sending a first instruction for indicating a first fault removing operation to the first equipment, and/or sending call data to the first equipment;

and sending call data to the first equipment corresponding to the cabinet door in an opening state.

Specifically, when the cabinet door is in a closed state and the first instruction is used for indicating no fault, the second processing module is further used for receiving a second remote communication request and equipment information; the second remote communication request is used for requesting fault resolution aiming at existing faults through customer service;

sending call data; and the call data is used for informing the user of a second failure removal operation corresponding to the failure type.

Specifically, the second communication module is further configured to receive video data sent by the first device; the video data is used to present a current scene of the first device.

It should be noted that: in the fault handling apparatus provided in the above embodiment, when performing fault handling, only the above division of each program module is exemplified, and in practical applications, the above processing may be allocated to be completed by different program modules according to needs, that is, the internal structure of the second device is divided into different program modules to complete all or part of the above-described processing. In addition, the fault processing apparatus and the fault processing method provided by the above embodiments belong to the same concept, and specific implementation processes thereof are described in the method embodiments for details, which are not described herein again.

To implement the method according to the embodiment of the present invention, an embodiment of the present invention provides a fault handling apparatus, as shown in fig. 6, where the apparatus 60 includes: a processor 601 and a memory 602 for storing computer programs executable on said processor; wherein the content of the first and second substances,

when the apparatus is applied to a first device, the processor 601 is configured to execute, when running the computer program, the following steps: when the fault is determined, sending a first remote communication request and equipment information to second equipment; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment; receiving a first instruction and/or receiving call data; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used for informing a second failure removal operation; and removing the fault based on the first instruction and/or the call data. Specifically, the first device may execute the method shown in fig. 1, and belongs to the same concept as the embodiment of the fault handling method shown in fig. 1, and a specific implementation process of the method is described in detail in the embodiment, and is not described herein again.

When the apparatus is applied to a second device, the processor 601 is configured to execute, when running the computer program, the following steps: receiving a first telecommunication request and device information from a first device; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment; sending a first instruction to the first equipment, and/or sending call data to the first equipment; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used to inform the second failure release operation. Specifically, the second device may execute the method shown in fig. 2, and belongs to the same concept as the embodiment of the fault handling method shown in fig. 2, and a specific implementation process thereof is described in detail in the embodiment of the method, and is not described herein again.

Of course, in practical applications, as shown in fig. 6, the apparatus 60 may further include: at least one network interface 603. The various components in fault handling device 60 are coupled together by a bus system 604. It is understood that the bus system 604 is used to enable communications among the components. The bus system 604 includes a power bus, a control bus, and a status signal bus in addition to a data bus. For clarity of illustration, however, the various buses are labeled as bus system 604 in fig. 6. The number of the processors 601 may be at least one. The network interface 603 is used for wired or wireless communication between the fault handling apparatus 60 and other devices. Memory 602 in embodiments of the present invention is used to store various types of data to support the operation of device 60.

The method disclosed by the above-mentioned embodiment of the present invention can be applied to the processor 601, or implemented by the processor 601. The processor 601 may be an integrated circuit chip having signal processing capabilities. In implementation, the steps of the above method may be performed by integrated logic circuits of hardware or instructions in the form of software in the processor 601. The Processor 601 may be a general purpose Processor, a Digital Signal Processor (DSP), or other programmable logic device, discrete gate or transistor logic device, discrete hardware components, or the like. Processor 601 may implement or perform the methods, steps, and logic blocks disclosed in embodiments of the present invention. A general purpose processor may be a microprocessor or any conventional processor or the like. The steps of the method disclosed by the embodiment of the invention can be directly implemented by a hardware decoding processor, or can be implemented by combining hardware and software modules in the decoding processor. The software modules may be located in a storage medium located in the memory 602, and the processor 601 reads the information in the memory 602 and performs the steps of the aforementioned methods in conjunction with its hardware.

In an exemplary embodiment, the fault handling Device 60 may be implemented by one or more Application Specific Integrated Circuits (ASICs), DSPs, Programmable Logic Devices (PLDs), Complex Programmable Logic Devices (CPLDs), Field Programmable Gate Arrays (FPGAs), general purpose processors, controllers, Micro Controllers (MCUs), microprocessors (microprocessors), or other electronic components for performing the aforementioned methods.

Specifically, an embodiment of the present invention provides a computer-readable storage medium on which a computer program is stored;

when the computer readable storage medium is applied to a first device, the computer program is executed by a processor to execute: when the fault is determined, sending a first remote communication request and equipment information to second equipment; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment; receiving a first instruction and/or receiving call data; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used for informing a second failure removal operation; and removing the fault based on the first instruction and/or the call data. Specifically, the computer-readable storage medium may execute the method shown in fig. 1, and belongs to the same concept as the embodiment of the fault handling method shown in fig. 1, and details of a specific implementation process of the method are described in the embodiment, and are not described herein again.

When the computer readable storage medium is applied to a second device, the computer program, when executed by a processor, performs: receiving a first telecommunication request and device information from a first device; the first remote communication request is used for requesting fault resolution aiming at the fault existing in the first equipment; sending a first instruction to the first equipment, and/or sending call data to the first equipment; the first instruction is used for indicating no fault or indicating a first fault removing operation; the call data is used to inform the second failure release operation. Specifically, the computer-readable storage medium may execute the method shown in fig. 2, and belongs to the same concept as the embodiment of the fault handling method shown in fig. 2, and details of a specific implementation process of the method are described in the embodiment, and are not described herein again.

In the several embodiments provided in the present application, it should be understood that the disclosed apparatus and method may be implemented in other ways. The above-described device embodiments are merely illustrative, for example, the division of the unit is only a logical functional division, and there may be other division ways in actual implementation, such as: multiple units or components may be combined, or may be integrated into another system, or some features may be omitted, or not implemented. In addition, the coupling, direct coupling or communication connection between the components shown or discussed may be through some interfaces, and the indirect coupling or communication connection between the devices or units may be electrical, mechanical or other forms.

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, that is, may be located in one place, or may be distributed on a plurality of network units; some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.

In addition, all the functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may be separately regarded as one unit, or two or more units may be integrated into one unit; the integrated unit can be realized in a form of hardware, or in a form of hardware plus a software functional unit.

Those of ordinary skill in the art will understand that: all or part of the steps for implementing the method embodiments may be implemented by hardware related to program instructions, and the program may be stored in a computer readable storage medium, and when executed, the program performs the steps including the method embodiments; and the aforementioned storage medium includes: a mobile storage device, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.

Alternatively, the integrated unit of the present invention may be stored in a computer-readable storage medium if it is implemented in the form of a software functional module and sold or used as a separate product. Based on such understanding, the technical solutions of the embodiments of the present invention may be essentially implemented or a part contributing to the prior art may be embodied in the form of a software product, which is stored in a storage medium and includes several instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the methods described in the embodiments of the present invention. And the aforementioned storage medium includes: a removable storage device, a ROM, a RAM, a magnetic or optical disk, or various other media that can store program code.

The above description is only exemplary of the present invention and should not be taken as limiting the scope of the present invention, and any modifications, equivalents, improvements, etc. that are within the spirit and principle of the present invention should be included in the present invention.