The basis of remote diagnosis is computer technology, network multimedia communication technology, modern detection technology, fault diagnosis expert system theory, network database technology and other technologies. The remote numerical control equipment cooperation service generally refers to the multi-expert collaboration of the numerical control equipment state detection and diagnosis process realized under the support of network technology. From the practical application point of view, the collaboration not only includes the coordination of the diagnostic entity, but also includes the sharing of diagnostic resources, such as product test information, case library, rule base, analysis software, and expert system. Compared with traditional remote services, remote collaborative services should pay more attention to the use of network technology to achieve wide sharing of resources and organic cooperation of various diagnostic entities.
The system architecture model diagram is a structural model of the collaborative after-sales service system. The system architecture can be logically divided into two parts, one is the call center, and the other is the remote network service. The remote network service can be divided into two parts: the website service system and the remote monitoring and diagnosis. The circle system system deconstructs the money-type call center to integrate the service network and the customer service center of the enterprise headquarters by soft phone. With the back-end knowledge and database as the support, it provides professional, convenient, timely and effective call service for customers. The call center is a traditional, mature software system that many companies can offer. Although web services can provide similar functionality, under certain conditions, customers can't access the Internet or have an irreplaceable role. The most important thing in the selection of this software is to consider the integration with remote network service systems. The website service system provides customers with transparent customer-oriented data and knowledge base, online repair processing and online technical exchange based on audio and video, whiteboard and so on.
The remote monitoring diagnostic module uses the mode. Since audio and video and online monitoring are very resource-intensive, the system adopts the mode of random agent service and application service, that is, the customer needs to apply for an account through the call center or service network, so as to reduce the number of online users as much as possible to meet the needs. The system provides more services. The construction of service network service objects and content service networks is a systematic project. It is necessary to fully invoke the service resources of enterprises to achieve full cooperation between enterprise departments and enterprises and users in order to achieve timely response, improve efficiency and save costs. It is used for pre-sales data inquiry, providing corresponding technical information for purchase users, maintenance and maintenance knowledge base inquiry, etc. The second is the internal management network of after-sales service department, which mainly provides various support tools for pre-sales and after-sales to assist salesmen to complete products. Service Process.
The optimization of the main service process service process plays a vital role in the construction of the service network. The logical service process includes external service processes and internal service processes. According to the principle of “who produces and repairsâ€, as shown in the figure, the specific maintenance tasks are handled by each business unit and supervised by the customer service department. The business department and customer service department here can be considered as a virtual organization, which can be defined by the company itself as the various roles mentioned in the figure. If face-to-face service does not solve the problem, you can organize a remote maintenance team including multiple experts to remotely consult the device. Key technology website framework and server selection framework technology and design pattern are important software reuse technologies. Using mature frameworks will reduce the amount of repetitive development work, shorten development time, reduce development costs, and enhance the maintainability and scalability of programs. .
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