CN117311892B - Remote assistance method, system, electronic device and storage medium - Google Patents
Remote assistance method, system, electronic device and storage medium Download PDFInfo
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- G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
- G06F3/048—Interaction techniques based on graphical user interfaces [GUI]
- G06F3/0484—Interaction techniques based on graphical user interfaces [GUI] for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range
- G06F3/04845—Interaction techniques based on graphical user interfaces [GUI] for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range for image manipulation, e.g. dragging, rotation, expansion or change of colour
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Abstract
The application provides a remote assistance method, a system, electronic equipment and a storage medium, and relates to the technical field of communication, wherein the method comprises the following steps: responding to remote assistance operation of a user aiming at a request terminal, and acquiring a target image of the request terminal, wherein the target image is obtained by performing screen capturing operation on the request terminal, and the remote assistance operation is used for requesting remote assistance; under the condition that the target image contains the target character string meeting the preset condition, the target assistance request information is sent to the server side, so that the server side can execute the following operations according to the target assistance request information: and sending the target assistance request information to a target customer service end, and indicating the target customer service end to provide remote service for the request end through TeamViewer application software by utilizing the target character string. By implementing the technical scheme provided by the application, the technical problem of low remote assistance efficiency in the related technology is solved, and the effect of improving the remote assistance efficiency is achieved.
Description
Technical Field
The present application relates to the field of communications technologies, and in particular, to a remote assistance method, a system, an electronic device, and a storage medium.
Background
Most of the remote assistance methods in the market today communicate with clients through instant messaging IM (Instant Messaging), EMAIL or telephone to obtain the TeamViewer ID of the client, and then the TeamViewer ID is used to remotely assist the client device (or the request device or the request), which results in low efficiency and insufficient intelligence of the remote assistance.
Aiming at the technical problem of low remote assistance efficiency in the related technology, no effective solution is proposed at present.
Disclosure of Invention
The application provides a remote assistance method, a remote assistance system, electronic equipment and a storage medium, which are used for at least solving the technical problem of low remote assistance efficiency in the related technology.
In a first aspect, the present application provides a remote assistance method, including: responding to remote assistance operation of a user aiming at a request terminal, and acquiring a target image of the request terminal, wherein the target image is obtained by performing screen capturing operation on the request terminal, and the remote assistance operation is used for requesting remote assistance; under the condition that the target image contains the target character string meeting the preset condition, the target assistance request information is sent to the server side, so that the server side can execute the following operations according to the target assistance request information: the method comprises the steps of sending target assistance request information to a target customer service end, and indicating the target customer service end to provide remote service for a request end through TeamViewer application software by utilizing a target character string, wherein the target assistance request information comprises the target character string which is generated when the TeamViewer application software is started after responding to remote assistance operation of a user on the request end.
By adopting the technical scheme, the target image of the request terminal is obtained in response to the remote assistance operation executed by the user on the request terminal, when the target image is determined to contain the target character string meeting the preset condition, the target assistance request information is sent to the service terminal, so that the service terminal can send the target assistance request information to the target customer service terminal and instruct the target customer service terminal to provide remote service for the request terminal through the TeamView application software by utilizing the target character string, namely, when the user sends a remote assistance request at the request terminal, the target character string generated by the TeamView application software of the request terminal can be automatically obtained, and when the target character string is determined to meet the preset condition, the target assistance request information containing the target character string is sent to the service terminal, so that the service terminal can instruct the target customer service terminal to provide remote service for the request terminal, and the effect of improving the efficiency of the remote assistance service is achieved.
Optionally, after sending the target assistance request information to the server, the method further includes: and prohibiting sending of the assistance request information to the server side within a first preset time period.
By adopting the technical scheme, after the target assistance request information is sent to the server, the request end prohibits the assistance request information from being sent to the server again within the first preset duration, so that the problem that a user repeatedly initiates a remote assistance request at the request end can be avoided, and the aim of preventing the user from maliciously or frequently sending the assistance request to cause working pressure to customer service personnel can be fulfilled.
Optionally, in the case that the target image includes a target character string that satisfies a predetermined condition, sending target assistance request information to the server side includes: identifying the target image to obtain an identification result; judging the identification result; and sending target assistance request information to the server under the condition that the judgment result indicates that the target image contains target character strings with preset lengths.
By adopting the technical scheme, the identification result is obtained by identifying the target image, then the identification result is judged, when the judgment result shows that the target image contains the target character string with the preset length, namely, the target image is determined to contain the target character string meeting the preset condition, the target assistance request information can be sent to the server, namely, the target assistance request information is sent to the server only when the target image contains the target character string meeting the preset condition, and the purpose of verifying the target character string generated by the TeamViewer application software of the request end is achieved, and the purpose of sending error information to the server is avoided.
Optionally, after the identifying result is determined, the method further includes: and sending out prompt information when the identification result is not obtained in the second preset time period or the identification result indicates that the target image does not contain the target character string with the preset length, wherein the prompt information is used for prompting the information of failure of the remote assistance request.
By adopting the technical scheme, after judging the recognition result of the target image, if the recognition result indicates that the target image does not contain the target character string with the preset length, or if the recognition result is not obtained within the second preset time period (or the recognition result is empty), the request end can send out prompt information, and the prompt information is used for prompting that the remote assistance request is failed, that is, when the recognition result is not obtained from the target image within the second preset time period, or the obtained recognition result indicates that the target image does not contain the target character string with the preset length, prompt information can be sent out to achieve the purpose of timely prompting the user.
Optionally, in response to a remote assistance operation of the user on the request end, acquiring the target image of the request end includes: responding to remote assistance operation of a user aiming at a request end, and detecting whether TeamViewer application software is included in a foreground process; and under the condition that the foreground process comprises TeamViewer application software, performing screen capturing operation on the request terminal according to a preset frequency to obtain a target image.
By adopting the technical scheme, when a user sends a remote assistance request at a request end, whether the TeamViewer application software is included in a foreground process is detected, and when the TeamViewer application software is included in the foreground process is determined, screen capturing operation can be performed on the request end according to a preset frequency so as to obtain a target image, namely after the user sends the remote assistance request, the screen capturing image of the request end can be obtained constantly at regular time so as to be used for determining whether to generate a target character string meeting preset conditions.
In a second aspect of the present application, there is also provided another remote assistance method, comprising: receiving target assistance request information, wherein the target assistance request information is sent by a request end according to the following steps: responding to remote assistance operation of a user aiming at a request terminal, and acquiring a target image of the request terminal, wherein the target image is obtained by performing screen capturing operation on the request terminal; under the condition that the target image contains a target character string meeting a preset condition, sending target assistance request information to a server, wherein the target character string is generated when the request end starts TeamViewer application software after responding to remote assistance operation of a user on the request end; and sending the target assistance request information to a target customer service end, and indicating the target customer service end to provide remote service for the request end through TeamViewer application software by utilizing the target character string, wherein the target assistance request information comprises the target character string.
By adopting the technical scheme, the request end responds to the remote assistance operation executed by the user, the target image of the request end is obtained, when the target image is determined to contain the target character string meeting the preset condition, the target assistance request information is sent to the service end, the service end sends the target assistance request information to the target customer service end after receiving the target assistance request information, the target customer service end is instructed to provide remote service for the request end through the TeamViewer application software by utilizing the target character string, the request end can automatically obtain the target character string generated by the TeamViewer application software, and when the target character string is determined to meet the preset condition, the target assistance request information containing the target character string is sent to the service end, and the service end can instruct the target customer service end to provide remote assistance service for the request end according to the target assistance request information, so that the effect of improving the efficiency of the remote assistance service is achieved.
Optionally, the sending the target assistance request information to the target customer service end and instructing the target customer service end to provide remote service for the request end by using the target character string through the TeamViewer application software includes: the target assistance request information is sent to the target customer service end through office software, and the target customer service end is instructed to provide remote service for the request end through TeamViewer application software according to the target character string and report information, wherein the target assistance request information further comprises report information, the report information comprises software information, hardware information and information to be processed of the request end, and the information to be processed is used for representing information which is uploaded by the request end and needs remote assistance processing.
By adopting the technical scheme, the server side can send the target assistance request information to the target customer service side through office software, and the target assistance request information can comprise the target character string and related information (such as software information, hardware information and the like) of the request side, so that the target customer service side can provide remote service for the request side in time according to the target assistance request information.
In a third aspect of the present application, there is also provided a remote assistance device, comprising: the acquisition module is used for responding to remote assistance operation of a user on the request terminal, acquiring a target image of the request terminal, wherein the target image is obtained by performing screen capturing operation on the request terminal, and the remote assistance operation is used for requesting remote assistance; the first processing module is used for sending target assistance request information to the server side under the condition that the target image contains the target character string meeting the preset condition, so that the server side can execute the following operations according to the target assistance request information: the method comprises the steps of sending target assistance request information to a target customer service end, and indicating the target customer service end to provide remote service for a request end through TeamViewer application software by utilizing a target character string, wherein the target assistance request information comprises the target character string which is generated when the TeamViewer application software is started after responding to remote assistance operation of a user on the request end.
In a fourth aspect of the present application, there is also provided another remote assistance device, comprising: the receiving module is used for receiving target assistance request information, wherein the target assistance request information is sent by a request end according to the following steps: responding to remote assistance operation of a user aiming at a request terminal, and acquiring a target image of the request terminal, wherein the target image is obtained by performing screen capturing operation on the request terminal; under the condition that the target image contains a target character string meeting a preset condition, sending target assistance request information to a server, wherein the target character string is generated when the request end starts TeamViewer application software after responding to remote assistance operation of a user on the request end; the second processing module is used for sending the target assistance request information to the target customer service end and indicating the target customer service end to provide remote service for the request end through the TeamViewer application software by utilizing the target character string, wherein the target assistance request information comprises the target character string.
In a fifth aspect of the present application, there is also provided a remote assistance system comprising: the system comprises a request end, a service end and a target customer service end; the method comprises the steps that a request end is used for responding to remote assistance operation of a user on the request end, acquiring a target image of the request end, and sending target assistance request information to a server end under the condition that the target image contains a target character string meeting a preset condition, wherein the target image is obtained by screen capturing operation of the request end, and the target character string is generated when TeamViewer application software is started after responding to the remote assistance operation of the user on the request end; the server side is used for receiving the target assistance request information, sending the target assistance request information to the target customer service side and indicating the target customer service side to provide remote service for the request side by using the target character string through the TeamViewer application software, wherein the target assistance request information comprises the target character string; the target customer service end is used for receiving the target assistance request information sent by the server end and providing remote service for the request end through the TeamViewer application software by utilizing the target character string.
In a sixth aspect of the present application, there is also provided an electronic device comprising a memory and a processor, the memory having stored thereon a computer program, the processor implementing the method of any of the above when executing the program.
In a seventh aspect of the present application, there is also provided a computer readable storage medium storing instructions that, when executed, perform the method of any one of the above.
In summary, one or more technical solutions provided in the embodiments of the present application at least have the following technical effects or advantages:
1. the target image of the request end is acquired when the remote assistance operation of the user for the request end is responded, and the target assistance request information is sent to the service end when the target image is determined to contain the target character string meeting the preset condition, namely, the target character string generated by the TeamViewer application software of the request end is automatically acquired, and the target assistance request information is sent to the service end when the target character string is determined to meet the preset condition, so that the service end can instruct the target customer service end to provide remote service for the request end in time. Therefore, the technical problem that the efficiency of remote assistance is low due to the fact that a communication tool is used for manually contacting with a client to acquire the TeamViewer ID of the request end in the related technology is avoided, and the effect of improving the efficiency of remote assistance is achieved.
2. Because the method and the device have the advantages that the method and the device are adopted, after the target assistance request information is sent to the server, the assistance request information is forbidden to be sent to the server again within the first preset time, so that the problem that a user repeatedly initiates a remote assistance request at the request end can be avoided, and the purpose of preventing the user from maliciously or frequently sending the assistance request and causing working pressure to customer service personnel can be achieved.
3. The prompt information is sent out under the condition that the identification result is not obtained in the second preset time period or the identification result indicates that the target image does not contain the target character string with the preset length, so that the purpose of timely sending out prompt to the user when the remote assistance request fails can be achieved.
Drawings
Fig. 1 is a schematic flow chart of a remote assistance method according to an embodiment of the present application;
FIG. 2 is a flow chart of another remote assistance method provided in an embodiment of the present application;
FIG. 3 is a flowchart of an intelligent customer service remote assistance method provided in an embodiment of the present application;
FIG. 4 is a block diagram of a remote assistance device according to an embodiment of the present application;
FIG. 5 is a block diagram of another remote assistance device provided in an embodiment of the present application;
FIG. 6 is a schematic diagram of a remote assistance system according to an embodiment of the present application;
Fig. 7 is a schematic structural diagram of an electronic device according to the disclosure in an embodiment of the present application.
Reference numerals illustrate: 700-an electronic device; 701-a processor; 702-a communication bus; 703-a user interface; 704-a network interface; 705-memory.
Detailed Description
In order to make those skilled in the art better understand the technical solutions in the present specification, the technical solutions in the embodiments of the present specification will be clearly and completely described below with reference to the drawings in the embodiments of the present specification, and it is obvious that the described embodiments are only some embodiments of the present application, but not all embodiments.
In the description of embodiments of the present application, words such as "for example" or "for example" are used to indicate examples, illustrations or descriptions. Any embodiment or design described herein as "such as" or "for example" should not be construed as preferred or advantageous over other embodiments or designs. Rather, the use of words such as "or" for example "is intended to present related concepts in a concrete fashion.
In the description of the embodiments of the present application, the term "plurality" means two or more. For example, a plurality of systems means two or more systems, and a plurality of screen terminals means two or more screen terminals. Furthermore, the terms "first," "second," and the like, are used for descriptive purposes only and are not to be construed as indicating or implying relative importance or implicitly indicating an indicated technical feature. Thus, a feature defining "a first" or "a second" may explicitly or implicitly include one or more such feature. The terms "comprising," "including," "having," and variations thereof mean "including but not limited to," unless expressly specified otherwise.
The technical scheme provided by the application can be applied to the scene of remote assistance operation on the client equipment (or the request terminal).
The present application provides a remote assistance method, and referring to fig. 1, fig. 1 is a schematic flow chart of the remote assistance method provided in an embodiment of the present application. The method is applied to the request end and comprises the following steps:
step S101, responding to remote assistance operation of a user aiming at a request terminal, and acquiring a target image of the request terminal, wherein the target image is obtained by screen capturing operation of the request terminal, and the remote assistance operation is used for requesting remote assistance;
step S102, in the case that the target image contains the target character string meeting the preset condition, the target assistance request information is sent to the server side, so that the server side can execute the following operations according to the target assistance request information: the method comprises the steps of sending target assistance request information to a target customer service end, and indicating the target customer service end to provide remote service for a request end through TeamViewer application software by utilizing a target character string, wherein the target assistance request information comprises the target character string which is generated when the TeamViewer application software is started after responding to remote assistance operation of a user on the request end.
Through the steps, the target image of the request terminal is obtained in response to the remote assistance operation executed by the user on the request terminal, when the target image is determined to contain the target character string meeting the preset condition, the target assistance request information is sent to the service terminal, so that the service terminal can send the target assistance request information to the target customer service terminal and instruct the target customer service terminal to provide remote service for the request terminal through the TeamViewer application software by utilizing the target character string, namely, when the user sends a remote assistance request at the request terminal, the target character string generated by the TeamViewer application software of the request terminal can be automatically obtained, and when the target character string is determined to meet the preset condition, the target assistance request information containing the target character string is sent to the service terminal, so that the service terminal can instruct the target customer service terminal to provide remote service for the request terminal, and the effect of improving the efficiency of the remote assistance service is achieved.
The main body of execution of the above steps may be a device side, such as the request side, or a mobile terminal, but is not limited thereto.
In the technical solution provided in the above step S101, the user performs a remote assistance operation on the request end, for example, the user may click a button on the request end, touch a control on the screen of the request end, or rotate a button, or optionally, the user may trigger a remote assistance request by sending an instruction to the request end, where the request end obtains a target image of the request end when responding to the remote assistance operation performed by the user, for example, performs a screen capturing operation on the request end to obtain a screen capturing image, where the request end may be a device, for example, an automobile maintenance device, an intelligent detection device, or other devices.
In the technical solution provided in step S102, the target image may be identified to determine whether the target image includes a target string that satisfies a predetermined condition, for example, OCR (Optical Character Recognition ) character recognition technology may be used to identify the target image, when it is determined that the target image includes a target string that satisfies a predetermined condition, target assistance request information is sent to the server, in an actual application, when the request end receives a remote assistance request sent by a user, a TeamViewer application software (or TeamViewer APP) may be automatically invoked, and in general, the TeamViewer application software may generate a target string, or may understand that the TeamViewer ID may be set in advance, for example, the target string that satisfies the predetermined condition may be a purely digital string with a length of 10 bits (or other lengths), or may be a string with other lengths that is composed of letters, symbols, or numbers, and when it is determined that the target string of the TeamViewer application software that satisfies the predetermined condition is included in the actual application, the target assistance request information is sent to the server, that the target request information includes the target string may be automatically invoked to the server, that the target string may be automatically invoked by the TeamViewer application software, or the TeamViewer application may achieve the target end or the target application may achieve the target effect by the remote assistance request.
In an alternative embodiment, after sending the target assistance request information to the server, the method further includes: and prohibiting sending of the assistance request information to the server side within a first preset time period.
In the above embodiment, after the target assistance request information is sent to the server, the request end prohibits the re-sending of the assistance request information to the server within the first preset time period, that is, the request end may prohibit the user from sending the assistance request information to the server again within the first preset time period by setting the first preset time period, alternatively, the first preset time period may be 10 minutes (or 30 minutes, or other time periods), for example, the user performs the remote assistance operation in a manner of triggering a button on a screen at the request end, and when the user performs the remote assistance operation (such as a touch button) at the request end, the button may be set to an untouchable state, so that the problem that the user repeatedly initiates the remote assistance request at the request end may be avoided, and the purpose of preventing the user from maliciously or frequently sending the assistance request to cause working pressure to customer service personnel may be achieved.
In an optional embodiment, in a case that it is determined that the target image includes a target character string that satisfies a predetermined condition, sending target assistance request information to the server side includes: identifying the target image to obtain an identification result; judging the identification result; and sending target assistance request information to the server under the condition that the judgment result indicates that the target image contains target character strings with preset lengths.
In the above embodiment, the recognition result is obtained by recognizing the target image, for example, an OCR character recognition technology may be used to recognize the target image to obtain the recognition result, when the request end receives a remote assistance request sent by a user, the TeamViewer application software (or TeamViewer APP) will be automatically called, and generally the TeamViewer application software will generate a target character string, and at this time, by obtaining the target image of the request end, the image may include the target character string, and in practical application, the TeamViewer application software may not be started normally, or the target character string generated by the TeamViewer application software may not meet a predetermined condition, or the like; therefore, the identification result needs to be judged, when the judgment result indicates that the target image contains the target character string with the preset length, that is, the target image contains the target character string meeting the preset condition, the target assistance request information can be sent to the server, that is, the target assistance request information is sent to the server only when the target image contains the target character string meeting the preset condition, so that the purpose of verifying the target character string generated by the TeamViewer application software of the request terminal is achieved, and the purpose of sending the error information to the server is avoided.
In an alternative embodiment, after determining the recognition result, the method further includes: and sending out prompt information when the identification result is not obtained in the second preset time period or the identification result indicates that the target image does not contain the target character string with the preset length, wherein the prompt information is used for prompting the information of failure of the remote assistance request.
In the above embodiment, after the target image is identified, the identification result may not be obtained within the second preset time period, for example, in the case that the image cannot be identified, or after the identification result of the target image is determined, if the identification result indicates that the target image does not include the target character string with the preset length, the request end may send out prompt information for prompting that the remote assistance request is failed, that is, when the identification result is not obtained from the target image within the second preset time period, or the obtained identification result indicates that the target image does not include the target character string with the preset length, the prompt information may be sent out to achieve the purpose of timely prompting the user.
In an alternative embodiment, in response to a remote assistance operation of a user on a request end, acquiring a target image of the request end includes: responding to remote assistance operation of a user aiming at a request end, and detecting whether TeamViewer application software is included in a foreground process; and under the condition that the foreground process comprises TeamViewer application software, performing screen capturing operation on the request terminal according to a preset frequency to obtain a target image.
In the above embodiment, when the user sends a remote assistance request at the request end, it is detected whether the foreground process includes the TeamViewer application software, that is, whether the TeamViewer application software at the request end is started normally is determined, and when it is determined that the foreground process includes the TeamViewer application software, the screen capturing operation may be performed on the request end according to a predetermined frequency to obtain a target image, that is, after the user sends a remote assistance request, the screen capturing image of the request end may be constantly obtained at regular time, so as to determine whether to generate a target character string meeting a predetermined condition. When the TeamViewer application software is started normally, a target character string (or TeamViewer ID) is generated, and the screen capturing image may contain the target character string, in practical application, the TeamViewer application software may not be started normally, and at this time, the request end screen may not generate the target character string (or TeamViewer ID), that is, the corresponding target image does not contain the target character string meeting the target condition.
It should be noted that, in the above embodiment, the TeamViewer application software may be other application software.
The present application also provides another remote assistance method, referring to fig. 2, fig. 2 is a schematic flow chart of another remote assistance method provided in an embodiment of the present application. The method is applied to the server and comprises the following steps:
Step S201, receiving target assistance request information, where the target assistance request information is sent by the requesting end according to the following steps: responding to remote assistance operation of a user aiming at a request terminal, and acquiring a target image of the request terminal, wherein the target image is obtained by performing screen capturing operation on the request terminal; under the condition that the target image contains a target character string meeting a preset condition, sending target assistance request information to a server, wherein the target character string is generated when the request end starts TeamViewer application software after responding to remote assistance operation of a user on the request end;
step S202, the target assistance request information is sent to the target customer service end, and the target customer service end is instructed to provide remote service for the request end through the TeamViewer application software by utilizing the target character string, wherein the target assistance request information comprises the target character string.
Through the steps, the request end responds to remote assistance operation executed by a user, a target image of the request end is obtained, when the target image is determined to contain target character strings meeting preset conditions, target assistance request information is sent to the service end, after the target assistance request information is received, the service end sends the target assistance request information to the target customer service end, the target customer service end is instructed to provide remote service for the request end through TeamViewer application software by utilizing the target character strings, the request end can automatically obtain the target character strings generated by the TeamViewer application software, and when the target character strings are determined to meet the preset conditions, the target assistance request information containing the target character strings is sent to the service end, and the service end can instruct the target customer service end to provide remote assistance service for the request end according to the target assistance request information, so that the effect of improving the efficiency of remote assistance service is achieved.
The main execution body of the steps may be a server, or a processor with man-machine interaction capability configured on a storage device, or a processing device or a processing unit with similar processing capability, but is not limited thereto.
In the technical solution provided in the step S201, the server receives the target assistance request information sent by the request end, where the target assistance request information is sent to the server when the request end responds to the remote assistance operation performed by the user at the request end and the request end obtains the target image of the request end and determines that the target image includes the target character string meeting the predetermined condition; the user performs remote assistance operation at the request end, for example, the user can click a certain button at the request end point, touch a certain control on the screen of the request end, or rotate a certain button, and optionally, the user can trigger a remote assistance request by sending an instruction to the request end; the request may be a device, such as an auto repair device, or an intelligent detection device, or other device. In practical applications, when the request end receives a remote assistance request sent by a user, the TeamViewer application software (or TeamViewer APP) is automatically called, and typically, the TeamViewer application software generates a target string or can be understood as a TeamViewer ID. In this step, the requesting end may automatically acquire the target string generated by the TeamViewer application software, and when determining that the target string meets the predetermined condition, send the target assistance request information including the target string to the server end.
In the technical solution provided in step S202, after receiving the target assistance request information, the server sends the target assistance request information to the target customer service end, where the target assistance request information includes the target character string (or TeamViewer ID), and the target character string (or TeamViewer ID) may be used for the target customer service end to remotely control the request end through TeamViewer application software, for example, the target customer service end remotely controls the equipment of the request end, so as to achieve the purpose of remote assistance service, and achieve the effect of improving the efficiency of the remote assistance service.
In an alternative embodiment, the sending the target assistance request information to the target customer service end and instructing the target customer service end to provide remote service to the request end through the TeamViewer application software by using the target character string includes: the target assistance request information is sent to the target customer service end through office software, and the target customer service end is instructed to provide remote service for the request end through TeamViewer application software according to the target character string and report information, wherein the target assistance request information further comprises report information, the report information comprises software information, hardware information and information to be processed of the request end, and the information to be processed is used for representing information which is uploaded by the request end and needs remote assistance processing.
In the above embodiment, the server may send the target assistance request information to the target customer service end through the office software, for example, the office software may be an enterprise WeChat (or a nail or other office software), that is, the server may send the target customer service end through the office software in a robot manner; optionally, the target customer service end may be a preset customer service end specially connected to the request end, or may be a customer service end randomly selected from currently idle customer service ends, or may be a customer service end determined from multiple customer service ends in other manners. The target assistance request information may include a target character string and related information (such as software information and hardware information) of the requesting end, so that the target customer service end can provide remote service for the requesting end in time according to the target assistance request information.
It will be apparent that the embodiments described above are only some, but not all, of the embodiments of the present application. The present application is specifically described below with reference to specific examples.
Fig. 3 is a flowchart of an intelligent customer service remote assistance method provided in an embodiment of the present application, where the flowchart includes:
S301, the client initiates the intelligent customer service (similar to the remote assistance operation performed by the user), that is, the user initiates the intelligent customer service at the terminal (corresponding to the request end).
S302, the TeamViewer APP (corresponding to the TeamViewer application software) generates an ID (corresponding to the target string) at the moment; when a user initiates intelligent customer service at a terminal, teamViewer APP is automatically evoked.
S303, detecting whether the TeamViewer APP is in the foreground.
S304, when the detection result of the step S303 is yes, the step S304 is entered, a screen shot (corresponding to the target image) is acquired in a polling way, and the picture characters are extracted; i.e. when the TeamViewer is detected to be in the foreground process, continuously acquiring the screen capturing picture of the equipment.
If the detection result in step S303 is no, that is, the TeamViewer APP is not in the foreground, the process returns to step S301.
S305, analyzing whether the screen shot has a TeamViewer ID.
S306, if the judgment result in the step S305 is yes, the step S306 is entered, and the TeamViewer ID is reported to the server.
If the determination result in step S305 is no, the routine returns to step S304.
In practical application, the character string in the TeamViewer ID format of 10-bit length pure numbers in the picture of the screenshot can be analyzed through OCR character recognition technology, and if no character string or network is in the generation state all the time, the character string is acquired until the acquisition is successful. Alternatively, a timeout period (e.g., 60S) may be specified herein, and if a successful acquisition has not been made within the timeout period, the client is prompted for a reason not acquired (e.g., network timeout, teamViewer ID generation failure or data reporting failure, etc.), the user is directed to retry based on the previously mentioned reason not acquired.
S307, the server sends the enterprise WeChat or nails or other office software to the appointed customer service or customer service group.
And S308, the customer service receives the message to carry out after-sale service (corresponding to the remote service).
In practical application, when the TeamViewer ID is successfully obtained, the TeamViewer ID is reported to the server through the server interface, the server sends the TeamViewer ID to a specified customer service or customer service group configured in advance by a robot (the enterprise WeChat or the screw provides a related interface) through enterprise WeChat or screw, and the customer service performs targeted remote operation on the customer according to the TeamViewer ID and the information reported by the equipment application program, such as the software name, the software version number, the hardware version number, the customer photographing and the like.
As an alternative embodiment, when the user initiates a remote operation, the remote operation cannot be restarted within a prescribed (e.g., 30 minutes) time, so as to prevent the user from maliciously using the remote operation and causing stress to customer service personnel.
Through the embodiment, the TeamViewer ID is adopted for automatic identification and acquisition, and is automatically reported to the appointed customer service or customer service group, so that the customer service is convenient to process, the working efficiency is greatly improved, the working efficiency of the customer service is improved, the unnecessary communication links in too many middle are omitted, the problem can be directly solved for the customer in one step, and the effect of improving the efficiency of remote assistance service is achieved.
From the description of the above embodiments, it will be clear to a person skilled in the art that the method according to the above embodiments may be implemented by means of software plus the necessary general hardware platform, but of course also by means of hardware, but in many cases the former is a preferred embodiment. Based on such understanding, the technical solution of the present application may be embodied essentially or in a part contributing to the prior art in the form of a software product stored in a storage medium (such as ROM/RAM, magnetic disk, optical disk), comprising several instructions for causing a terminal device (which may be a mobile phone, a computer, a server, or a network device, etc.) to perform the method described in the embodiments of the present application.
The present application also provides a remote assistance device, which is located in a request end, as shown in fig. 4, and fig. 4 is a block diagram of a remote assistance device provided in an embodiment of the present application, where the device includes:
the obtaining module 401 is configured to obtain a target image of the request terminal in response to a remote assistance operation of the user on the request terminal, where the target image is obtained by performing a screen capturing operation on the request terminal, and the remote assistance operation is used for requesting remote assistance;
the first processing module 402 is configured to send, when it is determined that the target image includes a target string that satisfies a predetermined condition, target assistance request information to the server, so that the server performs the following operations according to the target assistance request information: the method comprises the steps of sending target assistance request information to a target customer service end, and indicating the target customer service end to provide remote service for a request end through TeamViewer application software by utilizing a target character string, wherein the target assistance request information comprises the target character string which is generated when the TeamViewer application software is started after responding to remote assistance operation of a user on the request end.
In an alternative embodiment, the apparatus further comprises: and the prohibition sending module is used for prohibiting sending the assistance request information to the server for a first preset duration after sending the target assistance request information to the server.
In an alternative embodiment, the first processing module 402 includes: the identification unit is used for identifying the target image to obtain an identification result; the judging unit is used for judging the identification result; and the sending unit is used for sending the target assistance request information to the server side under the condition that the judging result indicates that the target image contains the target character string with the preset length.
In an alternative embodiment, the apparatus further comprises: the prompt module is used for sending prompt information when the identification result is not obtained in the second preset time period or the identification result indicates that the target image does not contain the target character string with the preset length after the identification result is judged, wherein the prompt information is used for prompting the failure information of the remote assistance request.
In an alternative embodiment, the acquiring module 401 includes: the detection unit is used for responding to remote assistance operation of a user for a request end and detecting whether the foreground process comprises TeamViewer application software or not; the acquisition unit is used for performing screen capturing operation on the request terminal according to a preset frequency under the condition that the foreground process comprises TeamViewer application software, so as to acquire a target image.
Another remote assistance device is provided in the present application, and is located in a server, as shown in fig. 5, and fig. 5 is a block diagram of another remote assistance device provided in an embodiment of the present application, where the device includes:
the receiving module 501 is configured to receive target assistance request information, where the target assistance request information is sent by a requesting end according to the following steps: responding to remote assistance operation of a user aiming at a request terminal, and acquiring a target image of the request terminal, wherein the target image is obtained by performing screen capturing operation on the request terminal; under the condition that the target image contains a target character string meeting a preset condition, sending target assistance request information to a server, wherein the target character string is generated when the request end starts TeamViewer application software after responding to remote assistance operation of a user on the request end;
the second processing module 502 is configured to send the target assistance request information to the target customer service end, and instruct the target customer service end to provide remote service for the request end through the TeamViewer application software by using the target character string, where the target assistance request information includes the target character string.
In an alternative embodiment, the second processing module 502 includes: the processing unit is used for sending the target assistance request information to the target customer service end through office software and indicating the target customer service end to provide remote service for the request end through TeamViewer application software according to the target character string and the report information, wherein the target assistance request information also comprises the report information, and the report information comprises software information, hardware information and information to be processed of the request end, and the information to be processed is used for indicating the information which is uploaded by the request end and needs remote assistance processing.
It should be noted that: in the device provided in the above embodiment, when implementing the functions thereof, only the division of the above functional modules is used as an example, in practical application, the above functional allocation may be implemented by different functional modules according to needs, that is, the internal structure of the device is divided into different functional modules, so as to implement all or part of the functions described above. In addition, the embodiments of the apparatus and the method provided in the foregoing embodiments belong to the same concept, and specific implementation processes of the embodiments of the method are detailed in the method embodiments, which are not repeated herein.
There is also provided a remote assistance system, as shown in fig. 6, fig. 6 is a schematic diagram of a remote assistance system provided in an embodiment of the present application, where the system includes: a request end 601, a service end 602, and a target customer service end 603; wherein,
the request end 601 is configured to obtain a target image of the request end in response to a remote assistance operation of a user on the request end, and send target assistance request information to the server end if it is determined that the target image includes a target character string that meets a predetermined condition, where the target image is obtained by performing a screen capturing operation on the request end, and the target character string is generated when the TeamViewer application software is started after the remote assistance operation of the user on the request end is responded;
The server 602 is configured to receive the target assistance request information, send the target assistance request information to the target customer service end, and instruct the target customer service end to provide remote service for the request end through the TeamViewer application software by using the target character string, where the target assistance request information includes the target character string;
the target client 603 is configured to receive target assistance request information sent by the server, and provide remote service to the request by using the target string through the TeamViewer application software.
Through the system, in response to the remote assistance operation performed by the user on the request terminal 601, the target image of the request terminal 601 is obtained, when it is determined that the target image includes the target character string meeting the predetermined condition, the target assistance request information is sent to the server terminal 602, so that the server terminal 602 sends the target assistance request information to the target customer service terminal 603 and instructs the target customer service terminal 603 to provide remote service for the request terminal 601 through the teamViewer application software by using the target character string, that is, when the user sends the remote assistance request at the request terminal 601, the target character string generated by the teamViewer application software of the request terminal 601 can be automatically obtained, and when it is determined that the target character string meets the predetermined condition, the target assistance request information including the target character string is sent to the server terminal 602, so that the server terminal 602 can instruct the target customer service terminal 603 to provide remote service for the request terminal 601, thereby achieving the effect of improving the efficiency of the remote assistance service.
The present application also provides a computer readable storage medium having instructions stored therein which, when executed, perform the method steps of any of the above.
In one exemplary embodiment, the computer readable storage medium may include, but is not limited to: a usb disk, a Read-Only Memory (ROM), a random access Memory (Random Access Memory, RAM), a removable hard disk, a magnetic disk, or an optical disk, or other various media capable of storing a computer program.
The application also discloses electronic equipment. As shown in fig. 7, fig. 7 is a schematic structural diagram of an electronic device according to the disclosure in an embodiment of the present application. The electronic device 700 may include: at least one processor 701, at least one network interface 704, a user interface 703, a memory 705, at least one communication bus 702.
Wherein the communication bus 702 is used to enable connected communications between these components.
The user interface 703 may include a Display screen (Display), a Camera (Camera), and the optional user interface 703 may further include a standard wired interface, and a wireless interface.
The network interface 704 may optionally include a standard wired interface, a wireless interface (e.g., WI-FI interface), among others.
Wherein the processor 701 may include one or more processing cores. The processor 701 utilizes various interfaces and lines to connect various portions of the overall electronic device (e.g., a server) and performs various functions of the server and processes data by executing or executing instructions, programs, code sets, or instruction sets stored in the memory 705, and invoking data stored in the memory 705. Alternatively, the processor 701 may be implemented in hardware in at least one of digital signal processing (Digital Signal Processing, DSP), field programmable gate array (Field-Programmable Gate Array, FPGA), programmable logic array (Programmable Logic Array, PLA). The processor 701 may integrate one or a combination of several of a central processing unit (Central Processing Unit, CPU), an image processor (Graphics Processing Unit, GPU), and a modem, etc. The CPU mainly processes an operating system, a user interface, an application program and the like; the GPU is used for rendering and drawing the content required to be displayed by the display screen; the modem is used to handle wireless communications. It will be appreciated that the modem may not be integrated into the processor 701 and may be implemented by a single chip.
The Memory 705 may include a random access Memory (Random Access Memory, RAM) or a Read-Only Memory (Read-Only Memory). Optionally, the memory 705 includes a non-transitory computer readable medium (non-transitory computer-readable storage medium). Memory 705 may be used to store instructions, programs, code, sets of codes, or instruction sets. The memory 705 may include a stored program area and a stored data area, wherein the stored program area may store instructions for implementing an operating system, instructions for at least one function (such as a touch function, a sound playing function, an image playing function, etc.), instructions for implementing the various method embodiments described above, etc.; the storage data area may store data or the like involved in the above respective method embodiments. The memory 705 may also optionally be at least one storage device located remotely from the processor 701. Referring to fig. 7, an operating system, a network communication module, a user interface module, and an application program of a remote assistance method may be included in the memory 705 as a computer storage medium.
In the electronic device 700 shown in fig. 7, the user interface 703 is mainly used for providing an input interface for a user, and acquiring data input by the user; and processor 701 may be configured to invoke an application of a remote assistance method stored in memory 705, which when executed by one or more processors 701, causes electronic device 700 to perform the method as described in one or more of the embodiments above. It should be noted that, for simplicity of description, the foregoing method embodiments are all expressed as a series of action combinations, but it should be understood by those skilled in the art that the present application is not limited by the order of actions described, as some steps may be performed in other order or simultaneously in accordance with the present application. Further, those skilled in the art will also appreciate that the embodiments described in the specification are all preferred embodiments, and that the acts and modules referred to are not necessarily required in the present application.
In the foregoing embodiments, the descriptions of the embodiments are emphasized, and for parts of one embodiment that are not described in detail, reference may be made to related descriptions of other embodiments.
In the several embodiments provided herein, it should be understood that the disclosed apparatus may be implemented in other ways. For example, the apparatus embodiments described above are merely illustrative, such as a division of units, merely a division of logic functions, and there may be additional divisions in actual implementation, such as multiple units or components may be combined or integrated into another system, or some features may be omitted, or not performed. Alternatively, the coupling or direct coupling or communication connection shown or discussed with each other may be through some service interface, device or unit indirect coupling or communication connection, electrical or otherwise.
The units described as separate units may or may not be physically separate, and units shown as units may or may not be physical units, may be located in one place, or may be distributed over a plurality of network units. Some or all of the units may be selected according to actual needs to achieve the purpose of the solution of this embodiment.
In addition, each functional unit in each embodiment of the present application may be integrated in one processing unit, or each unit may exist alone physically, or two or more units may be integrated in one unit. The integrated units may be implemented in hardware or in software functional units.
The integrated units, if implemented in the form of software functional units and sold or used as stand-alone products, may be stored in a computer readable memory. Based on such understanding, the technical solution of the present application may be embodied in essence or a part contributing to the prior art or all or part of the technical solution in the form of a software product stored in a memory, including several instructions for causing a computer device (which may be a personal computer, a server or a network device, etc.) to perform all or part of the steps of the methods of the embodiments of the present application. And the aforementioned memory includes: various media capable of storing program codes, such as a U disk, a mobile hard disk, a magnetic disk or an optical disk.
The foregoing is merely exemplary embodiments of the present disclosure and is not intended to limit the scope of the present disclosure. That is, equivalent changes and modifications are contemplated by the teachings of this disclosure, which fall within the scope of the present disclosure. Other embodiments of the disclosure will be apparent to those skilled in the art from consideration of the specification and practice of the disclosure.
This application is intended to cover any adaptations, uses, or adaptations of the disclosure following, in general, the principles of the disclosure and including such departures from the present disclosure as come within known or customary practice within the art to which the disclosure pertains.
Claims (9)
1. A method of remote assistance, comprising:
responding to remote assistance operation of a user aiming at a request end, and acquiring a target image of the request end, wherein the target image is acquired by screen capturing operation of the request end, and the remote assistance operation is used for requesting remote assistance;
under the condition that the target image contains a target character string meeting a preset condition, sending target assistance request information to a server side so that the server side can execute the following operations according to the target assistance request information: the target assistance request information is sent to a target customer service end, and the target customer service end is instructed to provide remote service for the request end through TeamViewer application software by utilizing the target character string, wherein the target character string is contained in the target assistance request information, and is generated when the TeamViewer application software is started after responding to remote assistance operation of the user on the request end;
Wherein, after sending the target assistance request information to the server, the method further comprises: and prohibiting sending of the assistance request information to the server side within a first preset time period.
2. The method according to claim 1, wherein, in a case where it is determined that the target image includes a target character string satisfying a predetermined condition, transmitting target assistance request information to a server side includes:
identifying the target image to obtain an identification result;
judging the identification result;
and sending the target assistance request information to the server under the condition that the judging result indicates that the target image contains the target character string with the preset length.
3. The method according to claim 2, wherein after determining the recognition result, the method further comprises:
and sending prompt information when the identification result is not obtained within a second preset time period or the identification result indicates that the target character string with the preset length is not contained in the target image, wherein the prompt information is used for prompting information of failure of a remote assistance request.
4. The method of claim 1, wherein obtaining the target image of the requesting end in response to a remote assistance operation by a user for the requesting end comprises:
Responding to remote assistance operation of the user on the request end, and detecting whether the TeamViewer application software is included in a foreground process;
and under the condition that the foreground process comprises the TeamViewer application software, performing screen capturing operation on the request terminal according to a preset frequency to obtain the target image.
5. A method of remote assistance, comprising:
receiving target assistance request information, wherein the target assistance request information is sent by a request end according to the following steps: responding to remote assistance operation of a user aiming at a request end, and acquiring a target image of the request end, wherein the target image is obtained by performing screen capturing operation on the request end; under the condition that the target image contains a target character string meeting a preset condition, sending the target assistance request information to a server, wherein the target character string is generated when the request end starts TeamViewer application software after responding to remote assistance operation of the user on the request end; the request end is further configured to prohibit sending of the assistance request information to the server end within a first preset duration after sending of the target assistance request information to the server end;
And sending the target assistance request information to a target customer service end, and indicating the target customer service end to provide remote service for the request end through the TeamViewer application software by utilizing the target character string, wherein the target assistance request information comprises the target character string.
6. The method of claim 5, wherein sending the target assistance request message to a target customer service and instructing the target customer service to provide remote services to the request terminal through the teameviewer application using the target string comprises:
the target assistance request information is sent to the target customer service end through office software, the target customer service end is instructed to provide remote service for the request end through the TeamViewer application software according to the target character string and report information, the report information is further included in the target assistance request information, the report information includes software information, hardware information and information to be processed of the request end, and the information to be processed is used for representing information which is uploaded by the request end and needs remote assistance processing.
7. A remote assistance system, comprising: the system comprises a request end, a service end and a target customer service end; wherein,
The request terminal is used for responding to remote assistance operation of a user on the request terminal, acquiring a target image of the request terminal, and sending target assistance request information to the service terminal under the condition that the target image contains a target character string meeting a preset condition, wherein the target image is obtained by performing screen capturing operation on the request terminal, and the target character string is generated when TeamView application software is started after responding to the remote assistance operation of the user on the request terminal; the request end is also used for prohibiting sending the assistance request information to the server end within a first preset duration after sending the target assistance request information to the server end;
the server side is configured to receive the target assistance request information, send the target assistance request information to the target customer service side, and instruct the target customer service side to provide remote service for the request side by using the target character string through the teameviewer application software, where the target assistance request information includes the target character string;
the target customer service end is used for receiving the target assistance request information sent by the server end and providing remote service for the request end through the TeamViewer application software by utilizing the target character string.
8. An electronic device comprising a memory and a processor, the memory having stored thereon a computer program, characterized in that the processor, when executing the program, implements the method of any of claims 1 to 4 or 5 to 6.
9. A computer readable storage medium storing instructions which, when executed, perform the method of any one of claims 1 to 4 or 5 to 6.
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