Disclosure of Invention
The embodiment of the application provides a fault solution method and device, which are used for timely obtaining a corresponding fault solution when a fault behavior occurs in a client.
The embodiment of the application provides a fault solution method, which comprises the following steps:
the client monitors the operation behavior of the user;
when the response failure of the user operation behavior is monitored, determining fault information corresponding to the user operation behavior;
providing a fault solution corresponding to the fault information.
Optionally, the providing a fault solution corresponding to the fault information includes:
judging whether the user operation behavior with the response failure meets a fault resolution triggering condition or not;
and when the user operation behavior with failed response meets a fault resolution triggering condition, providing a fault resolution scheme corresponding to the fault information.
Optionally, the failure resolution triggering condition comprises at least one of the following conditions:
the number of times of the continuous response failure of the user operation behavior exceeds a first set threshold;
the total number of response failures of the user operation behavior within the latest preset time exceeds a second set threshold.
Optionally, before providing the failure solution corresponding to the failure information, the method further includes:
searching a fault solution corresponding to the fault information in a solution library of the client; or,
and requesting a server to acquire a fault solution corresponding to the fault information.
Optionally, the failure solution corresponding to the failure information includes at least one of the following information:
recipe information for resolving the fault;
and prompting the user to actively contact the customer service.
The fault solution provided by the application can monitor the operation behavior of a single user at the client, and can provide a corresponding fault solution in time when the response failure of the operation behavior of the user is monitored. Therefore, a fault solution is timely and effectively provided for a single user, and user experience is improved.
The embodiment of the application provides a trouble solution device, includes:
the monitoring module is used for monitoring the operation behavior of the user;
the determining module is used for determining fault information corresponding to the user operation behavior when the failure of the response of the user operation behavior is monitored;
and the processing module is used for providing a fault solution corresponding to the fault information.
The fault solving device provided by the application can monitor the operation behavior of a single user at the client side, and can provide a corresponding fault solving scheme after the response failure of the operation behavior of the user is monitored, so that the fault solving scheme can be timely and effectively provided for the single user, and the user experience is improved.
Detailed Description
When a user encounters a condition of operation failure in the application using process, the user can only find a fault reason by himself generally and try to solve the fault. This process typically takes a relatively long time and may eventually fail to provide an effective solution. There are many applications that involve operations that are associated with user conscious interests, such as fund redemption, transferring of various funds in and out, etc., and when such operations fail, the user is panic and experiences poor. The method and the device provide the idea that the corresponding fault solution can be automatically and timely provided for a single user.
The scheme of the application is realized in the client of the APP. As shown in fig. 1, the application monitors the operation behavior of the login user by setting a monitoring mechanism at the APP client, and if it is monitored that the response of the operation behavior of the user fails, the application automatically acquires relevant fault information, searches a corresponding solution from a solution library, pops up a help interface, and displays the relevant solution to the user.
The scheme of the application is further explained by combining the attached drawings of the specification.
As shown in fig. 2, a failure solution provided for the first embodiment of the present application includes:
s201: the client monitors the operation behavior of the user.
In particular implementations, the client may monitor the user's operational behavior in real time, such as payment operations, fund buy operations, fund redemption operations, and the like.
S202: and when the response failure of the user operation behavior is monitored, determining the fault information corresponding to the user operation behavior.
In a specific implementation, a failure recognition engine and a failure rule base may be provided in the client. Specifically, a fault recognition engine is adopted to recognize the condition of response failure of the user operation behaviors, and count the response failure times of the same user operation behaviors. After the failure recognition engine recognizes the condition of the response failure of the user operation behavior, it may record failure information corresponding to the condition of the response failure of the user operation behavior, such as a failure type (e.g., a network request error or a service request error), a failure cause (e.g., a network environment is unstable, an application program running error, a server error, etc.), an error code, and the like. For example, when a user buys a fund product on an application (app), if the request fails, an error code a0863 and a fault type are recorded: network request error, failure cause: the network environment is unstable. As another example, when the user cannot initiate redemption of funds, the error code C201, failure type: service request error, failure cause: the server makes an error.
And storing the fault solution triggering condition in the fault rule base, and executing S203 when the number of times of response failure of the user operation behavior counted by the fault recognition engine meets the fault solution triggering condition in the fault rule base, namely the client provides a corresponding fault solution for the user.
The failure resolution triggering condition herein may include at least one of the following:
1) the frequency of continuous response failure of the user operation behavior exceeds a first set threshold; for example, if the number of consecutive failures of a certain user operation behavior is greater than 2, the failure resolution is triggered, that is, when the user operation behavior fails to respond for 3 consecutive times (no successful response is found in the middle), the failure resolution is triggered;
2) the total response failure times of the user operation behaviors in the latest preset time length exceed a second set threshold; for example, if the total number of response failures of a certain user operation behavior within 10 minutes exceeds 3 times, the failure resolution is triggered, that is, after the 4 th response failure (there may be a case of response success in the middle) of the user operation behavior within 10 minutes, the failure resolution is triggered.
In a specific implementation, the failure resolution triggering condition may be preset at the client, or may be sent by the server, and the server may actually need to update the failure resolution triggering condition and send the updated failure resolution triggering condition to the client.
S203: and the client provides a fault solution corresponding to the fault information.
In a specific implementation, after a fault resolution triggering condition is met, a fault resolution corresponding to the fault information can be searched in a resolution solution library of a client; or, the client may request the server to acquire a failure solution corresponding to the failure information.
As an embodiment, the client may search and display a failure solution corresponding to the error code in a solution library of the client according to the recorded error code.
As another embodiment, the solution library may record therein failure solutions respectively corresponding to different failure types. For example, for a fault type of a service request error, a fault solution library may provide solutions such as exiting a current account and logging back in, prompting a user to call a customer service phone to seek help, and the like. In specific implementation, after the response of the user operation behavior fails, the client may detect a fault type corresponding to the user operation behavior that fails to respond currently according to a preset detection flow. For example, the fault type corresponding to the user operation behavior with the current response failure is determined by detecting whether the current network environment of the user is normal (for example, whether an account is online or not, whether the network environment is stable or not, and the like), whether an application program runs normally, whether a server provides a service normally, and the like. For example, after the user initiates the fund redemption failure, if the current network environment is detected to be abnormal, the current fault type is determined to be the network request failure.
In a specific implementation, some response failure situations are unexpected before the application is online, the server may need to perform continuous statistical updating on various response failure situations and failure solutions thereof according to the monitoring data after the application is online, and even if the same response failure situation occurs, the failure solutions thereof may change. The server may send the failure solution to the client after each update. The client receives the updated fault solution sent by the server, updates a solution library of the client based on the fault solution sent by the server, wherein the solution library comprises a fault solution corresponding to the condition that the response of the new user operation behavior fails, a fault solution corresponding to the condition that the response of the original user operation behavior fails, an original fault solution is deleted, and the like.
In a specific implementation, after the failure solution corresponding to the failure behavior is found, the failure solution may be displayed, specifically, a help interface may be popped up at the client, the found failure solution may be displayed on the help interface, the user is guided and helped to solve the failure problem, and the user may also be guided to contact the customer service to solve the failure problem.
Here, the failure solution corresponding to the failure information includes at least one of the following information: recipe information for resolving the fault; and prompting the user to actively contact the customer service.
When the user is guided to contact the customer service to solve the fault problem, the customer service contact call can be displayed on the help interface, and the user is prompted to dial the customer service contact call. For example, when the number of consecutive failures of the user-initiated fund redemption exceeds a first set threshold, the corresponding failure solution is triggered to be found and displayed on the help interface, and the failure solution may include: prompting the user to quit the current account and log in again, and also prompting the user to dial prompt information for seeking help of the customer service contact phone.
The fault solution method provided by the application can monitor the operation behavior of a single user at the client, and provides a corresponding fault solution when the response failure of the operation behavior of the user is monitored, so that the fault solution is timely and effectively provided for the single user, and the user experience is improved.
The present solution is further illustrated by the following specific example.
Based on the same inventive concept, the embodiment of the present application further provides a fault solving apparatus corresponding to the fault solving method, and as the principle of solving the problem by the apparatus is similar to the fault solving method of the embodiment of the present application, the implementation of the apparatus can refer to the implementation of the method, and repeated details are not repeated.
As shown in fig. 3, a schematic structural diagram of a fault resolution device provided in an embodiment of the present application includes:
the monitoring module 31 is used for monitoring user operation behaviors;
the determining module 32 is configured to determine, when it is monitored that a response of a user operation behavior fails, fault information corresponding to the user operation behavior;
and a processing module 33, configured to provide a failure solution corresponding to the failure information.
Optionally, the processing module 33 is specifically configured to:
judging whether the user operation behavior with the response failure meets a fault resolution triggering condition or not; and when the user operation behavior with failed response meets a fault resolution triggering condition, providing a fault resolution scheme corresponding to the fault information.
Optionally, the failure resolution triggering condition comprises at least one of the following conditions:
the number of times of the continuous response failure of the user operation behavior exceeds a first set threshold;
the total number of response failures of the user operation behavior within the latest preset time exceeds a second set threshold.
Optionally, the processing module 33 is further configured to:
searching a fault solution corresponding to the fault information in a solution library of the client; or,
and requesting a server to acquire a fault solution corresponding to the fault information.
Optionally, the failure solution corresponding to the failure information includes at least one of the following information:
recipe information for resolving the fault;
and prompting the user to actively contact the customer service.
The fault solving device provided by the application can monitor the operation behavior of a single user at the client, and can provide a corresponding fault solving scheme in time when the response failure of the operation behavior of the user is monitored. Therefore, a fault solution is timely and effectively provided for a single user, and user experience is improved.
As will be appreciated by one skilled in the art, embodiments of the present application may be provided as a method, system, or computer program product. Accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present application is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the application. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
While the preferred embodiments of the present application have been described, additional variations and modifications in those embodiments may occur to those skilled in the art once they learn of the basic inventive concepts. Therefore, it is intended that the appended claims be interpreted as including preferred embodiments and all alterations and modifications as fall within the scope of the application.
It will be apparent to those skilled in the art that various changes and modifications may be made in the present application without departing from the spirit and scope of the application. Thus, if such modifications and variations of the present application fall within the scope of the claims of the present application and their equivalents, the present application is intended to include such modifications and variations as well.