一种解决故障的方法,及装置

Method and device for solving fault

Abstract

本发明实施例公开了一种解决故障的方法,及装置,其中方法的实现包括:接收用户通过即时通讯工具发送的故障描述信息;从所述故障描述信息中提取故障关键字,并依据故障关键字确定故障类别;将所述用户加入到与所述故障类别对应的即时通讯群组。由于一部分用户会自己尝试解决故障,这些用户有能力和精力解决故障,并且有可能分享自己努力所获得的经验。通过将具有相同故障的用户加入到一个即时通讯群组,为他们提供方便地交流解决故障的机会,实现对故障的迅速解决,提高了故障处理效率,进而提高用户满意度,并且可以节省服务商的人力以降低运营成本。
The embodiment of the invention discloses a method and device for solving a fault. The method comprises the following steps: through fault description information sent by an instant communication tool, extracting fault key words from the fault description information by receiving users, and determining the type of the fault according to the fault key words; adding the users to an instant communication group corresponding to the type of the fault. A part of the users can try to solve the fault, and the users have spirit and ability to solve the fault and possibly share the experience obtained depending on the own efforts. Therefore, an opportunity of communicating how to solve the fault is provided for the users conveniently by adding the users with the same fault in the instant communication group, the fault is quickly solved, and the fault processing efficiency is improved, thus the user satisfaction degree is increased, and the manpower of service providers can be saved so as to reduce the operation cost.

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