Online consultation sharing method, question consultation method, e-commerce customer service question answering method, system and device

Abstract

According to the sharing scheme for online consultation provided by the invention, in the process that the first user on the first equipment side carries out online consultation on the second user on the second equipment side, the monitored same-screen sharing operation triggered through the session page of online consultation is responded; therefore, the sharing selection window displaying the at least one page is displayed on the first device needing to share the screen content, and when it is determined that the selection result made by the first user through the sharing selection window is sharing, the target page selected by the first user from the at least one page is shared to the second device to be displayed. The second user can directly communicate with the first user according to the displayed target page, or the second user can remotely operate and view the displayed target page and communicate with the first user according to the operation view result. Visibly, according to the scheme, the same-screen sharing function is supported in the online session, so that the communication experience between users can be improved, and particularly, the customer service quality can be effectively improved in a customer service scene.

Description

Technical Field

[0001] The present application relates to the field of e-commerce technology, and in particular to an online consultation sharing method, a problem consultation method, an e-commerce customer service question and answer method, system and equipment. Background Art

[0002] "Xiaoer" is an important role in the e-commerce customer service system. It is a manual customer service that can provide corresponding services according to customer needs, such as solving customer consultation problems. At present, in the merchant consultation scenario, some consultation problems require "Xiaoer" to check the merchant's page before answering the questions. However, in the current relevant solutions, merchants and "Xiaoer" can only communicate with each other through online calls or online chats. This causes "Xiaoer" to guide merchants to perform step-by-step operations to obtain the corresponding page screenshots or page content from the merchants before answering the merchant's consultation questions. There are problems such as low efficiency in solving consultation problems and poor merchant consultation experience. Moreover, if the merchant does not cooperate with the screenshot or the merchant still cannot find the corresponding page according to the guidance of "Xiaoer", it is necessary to upgrade the problem ticket processing, and the problem solving process is complicated. Summary of the invention

[0003] In view of the above problems mentioned in the background technology, the present application provides an online consultation sharing method, question consultation method, e-commerce customer service question and answer method, system, electronic device, storage medium and program product that solve the above problems or at least partially solve the above problems. Specifically,

[0004] In a first embodiment, the present application provides a method for sharing online consultation, the method comprising:

[0005] During an online consultation between a first user on a first device and a second user on a second device, in response to a same-screen sharing operation triggered by a session page based on the online consultation, a sharing selection window is displayed on the first device that needs to share screen content; wherein at least one page is displayed in the sharing selection window;

[0006] Determining a target page selected by the first user from the at least one page;

[0007] The target page is shared with the second device for display.

[0008] In the second embodiment, the present application provides a method for question consultation. The method comprises:

[0009] During a process in which a first user on a first device side consults a second user on a second device side with a question through an online session, in response to a same-screen sharing operation triggered by a session page based on the online session, a sharing selection window is displayed on the first device, wherein at least one page is displayed in the sharing selection window;

[0010] When it is determined that the selection result made by the first user through the sharing selection window is shared, the target page selected by the first user from the at least one page is shared to the second device for display, so that the second user can answer the questions asked by the first user according to the displayed content of the target page, or so that the second user can operate to view the target page and answer the questions asked by the first user according to the operation viewing results.

[0011] In a third embodiment, the present application provides an e-commerce customer service question and answer method. The method includes:

[0012] An online voice call is established between the first device and the second device;

[0013] During the process in which the merchant on the first device side consults a question with the manual customer service on the second device side through the online voice call, when a same-screen sharing operation triggered by the interface based on the online voice call is monitored, a sharing selection window showing at least one page is displayed on the first device;

[0014] When it is determined that the selection result made by the merchant through the sharing selection window is shared, the target page selected by the merchant from the at least one page is shared to the second device for display, so that the manual customer service can answer the questions consulted by the merchant according to the target page.

[0015] In a fourth embodiment, the present application further provides an e-commerce customer service question and answer method, the method comprising:

[0016] An online session is established between the first device and the second device;

[0017] During the process of the merchant on the first device side consulting the manual customer service on the second device side through the online dialogue, when a same-screen sharing operation triggered by the window interface based on the online dialogue is monitored, a sharing selection window showing at least one page is displayed on the first device;

[0018] When it is determined that the selection result made by the merchant through the sharing selection window is shared, the target page selected by the merchant from the at least one page is shared to the second device for display, so that the manual customer service can answer the questions consulted by the merchant according to the target page.

[0019] In a fifth embodiment, the present application provides a same-screen sharing system. The system includes: a first device and a second device, an online session is established between the first device and the second device; the steps in each method embodiment provided in the present application can be implemented through the first device and the second device.

[0020] In a sixth embodiment, the present application provides an electronic device. The electronic device includes a memory and a processor, wherein the memory is used to store a program; the processor is coupled to the memory and is used to execute the program stored in the memory to implement the steps in each method embodiment provided in the present application;

[0021] In a sixth embodiment, the present application provides a computer-readable storage medium. The computer-readable storage medium stores a computer program; when the computer program is executed by a processor, the steps in each method embodiment provided by the present application can be implemented.

[0022] In a seventh embodiment, the present application provides a computer program product, which includes a computer program, and when the computer program is executed by a processor, the processor is enabled to implement the steps in each method embodiment provided by the present application.

[0023] The technical solution provided by the embodiment of the present application is that during the process of the first user on the first device side conducting online consultation and communication (such as problem consultation and communication, more specifically, such as question and answer in the e-commerce service scenario) with the second user on the second device side through an online session (such as an online voice call or an online chat conversation, etc.), when the same-screen sharing operation triggered by the session page of the online session is monitored, the first device that needs to share the screen content will respond to this same-screen sharing operation and display a sharing selection window with at least one page, and when it is determined that the selection result made by the first user through the sharing selection window is shared, the target page selected by the first user from at least one page will be shared to the second device for display, so that the second user can directly communicate with the first user according to the target page displayed by the second device, or the second user can also remotely operate and view the displayed target page, and communicate with the first user according to the operation viewing result (such as answering the questions consulted by the first user). In the e-commerce scenario, the above-mentioned first user can be a merchant, and the second user can be a manual customer service. Merchants are also the merchants described in other contents of this application. It can be seen that this solution implements the same-screen sharing function for online conversations, which can improve the communication experience between users, especially in customer service scenarios (such as e-commerce customer service scenarios), which can effectively improve the user's problem consultation experience and problem solving efficiency, thereby achieving the effect of improving the quality of customer service. For example: in the price control scenario of e-commerce, when merchants consult problems with manual customer service through online voice, if the manual customer service has the need to obtain the screen content of the merchant's device, the same-screen sharing function provided by online voice can enable the manual customer service to directly operate to view the merchant's screen content, thereby answering the merchant's questions, without the need to guide the merchant to capture the corresponding screen content. Obviously, the omission of this screenshot guidance can improve the efficiency of problem answering, and it can also improve the merchant's service experience by reducing the merchant's operations.

[0024] Among them, since the main purpose of same-screen sharing in this application is to achieve same-screen guidance to answer corresponding questions, same-screen sharing can also be called "same-screen guidance". BRIEF DESCRIPTION OF THE DRAWINGS

[0025] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the following is a brief introduction to the drawings required for use in the embodiments or the description of the prior art. Obviously, the drawings described below are some embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying any creative work.

[0026] Figure 1 A flow chart of a sharing method for online consultation provided in one embodiment of the present application;

[0027] Figure 2 A schematic diagram of the structure of a shared system for online consultation provided in one embodiment of the present application;

[0028] Figure 3 and Figure 4 A schematic diagram of the interaction principle between various devices / modules in the sharing system provided in an embodiment of the present application;

[0029] Figure 5a , 5b 5c is a schematic diagram of a front-end page for implementing same-screen sharing provided in an embodiment of the present application;

[0030] Figure 6a~6d and Figures 7a to 7d A timing diagram for implementing same-screen sharing provided in this embodiment;

[0031] Figure 8 A schematic diagram of the structure of an online consultation sharing device provided in one embodiment of the present application;

[0032] Fig. 9 A schematic diagram of the structure of an electronic device provided in one embodiment of the present application. DETAILED DESCRIPTION

[0033] The "Xiaoer" in the e-commerce customer service system (also known as the customer service work platform) is generally a manual customer service, who is mainly responsible for receiving inquiries, complaints, and suggestions from customers, and providing services according to customer needs. At present, in the merchant consultation scenario, some of the merchant's consultation questions require the "Xiaoer" to directly view the merchant's corresponding page in order to locate the problem. However, in the current relevant solutions, the merchant and the "Xiaoer" can only communicate with each other through a simple telephone hotline or chat dialogue window, and due to certain factors, the "Xiaoer" cannot directly view the merchant's page from the back end, which makes the communication process in the problem-solving process cumbersome and the problem-solving rate low. For example, a merchant asks the "shop assistant" the following question: Why are the data of indicators A and B inconsistent? For this inquiry, the "shop assistant" needs to guide the merchant to perform operations step by step to obtain the corresponding page screenshots or page content from the merchant before answering the merchant's inquiry. Specifically, because the "shop assistant" does not have price information for reference to answer the question, the "shop assistant" needs to first confirm whether it is a penalty of first increase and then decrease. At this time, the "shop assistant" needs to guide the merchant to take the first screenshot; and after confirming that it is, it is necessary to continue to guide the merchant to ask the merchant for the second screenshot of the illegal background. After that, according to the screenshots received from the merchant, confirm the two pieces of information before answering the above question. Moreover, in the above example, if the merchant rebounds or does not cooperate with the screenshot or the merchant still cannot find the corresponding page according to the page path guidance given by the "shop assistant", it is necessary to upgrade the problem ticket processing to transfer the problem to more experienced or capable manual customer service personnel for processing. Although the upgrade of problem ticket processing can improve the speed and quality of problem solving to a certain extent, it takes up more human resources and the entire problem solving cycle is also relatively time-consuming.

[0034] In order to solve the consulting scenario problems described above, this application provides a same-screen sharing solution for online consultation to improve the merchant's consulting experience and problem-solving efficiency. In the process of implementing this solution, the technical means adopted by this application are: there is a sharing control on the conversation page (such as a voice call interface, a chat dialogue window, etc.) of the online conversation between the merchant and the manual customer service. The merchant can initiate a same-screen sharing request by clicking the sharing control on the conversation interface to share his current screen with the manual customer service; of course, the manual customer service can also actively invite the merchant to share his screen by clicking the sharing control on the conversation interface to help the merchant solve the problem.

[0035] In order to enable those skilled in the art to better understand the solution of the present application, the technical solution in the embodiments of the present application will be clearly and completely described below in conjunction with the drawings in the embodiments of the present application.

[0036] In some processes described in the specification, claims and the above-mentioned figures of this application, multiple operations appearing in a specific order are included, and these operations may not be executed or executed in parallel in the order in which they appear in this article. The serial numbers of the operations, such as 101, 102, etc., are only used to distinguish different operations, and the serial numbers themselves do not represent any execution order. In addition, these processes may include more or fewer operations, and these operations may be executed in sequence or in parallel. It should be noted that the descriptions of "first", "second", etc. in this article are used to distinguish different messages, devices, modules, etc., and do not represent the order of precedence, nor do they limit "first" and "second" to different types. The term "or / and" in this application is only a description of the association relationship of associated objects, indicating that there can be three relationships, for example: A or / and B, indicating that A can exist alone, A and B can exist at the same time, and B can exist alone; the character " / " in this application generally indicates that the front and back associated objects are an "or" relationship. It should also be noted that the terms "include", "comprises" or any other variations thereof are intended to cover non-exclusive inclusion, so that a product or system including a series of elements includes not only those elements, but also other elements not explicitly listed, or also includes elements inherent to such product or system. In the absence of further restrictions, the elements defined by the sentence "including one..." do not exclude the existence of other identical elements in the product or system including the elements. In addition, the following embodiments are only some embodiments of the present application, not all embodiments. Based on the embodiments in the present application, all other embodiments obtained by those skilled in the art without making creative work are within the scope of protection of the present application.

[0037] The technical solutions provided by each embodiment of the present application are introduced and explained below.

[0038] The various method embodiments provided in this application are mainly applied to the online consultation sharing system provided in this application. Figures 2 to 4 As shown in FIGS. 6a to 6d and 7a to 7d , the sharing system includes: a first device 100 , a second device 200 , a hotline module 300 and a customer service workstation 400 .

[0039] The hotline module 300 includes: a hotline network module 31, a hotline boundary module 32 (Session Border Controller, SBC) and a hotline service module 33 (hotline). The hotline network module 31 is a network software toolkit (Software Development Kit, SDK) composed of one or more network software tools. The hotline boundary module SBC can be, but is not limited to, a device specifically used for VoIP communication, which is mainly located at the boundary of two networks and is used to control sessions and realize NAT / firewall penetration functions. VoIP (Voice over Internet Protocol) is a voice communication method based on an IP network, which can convert voice signals into digital signals and transmit them through the Internet Protocol. Specifically, the hotline boundary module SBC has working units such as telephone signaling docking, data channel, same-screen sharing event processing, same-screen sharing hang-up, and video services. The video service includes video reception / desensitization, video streaming service, video publishing service, etc. Video desensitization refers to the processing of sensitive information in video data (such as encryption, replacement or blurring) to protect personal privacy or the security of sensitive data. The video publishing service is a publishing service provided by the video server (also called the media server) SRS.

[0040] The customer service workbench 400 (xspace, abbreviated as xs) is a platform for all customer service (including intelligent machine customer service and manual customer service) to work, which includes a media control module 41, a media processing module 42, a voice service module 43, etc. The media control module 41 may refer to a multi-client server (Multi-Client Server, MCS), which is a server architecture that can process requests from multiple clients at the same time. The media processing module 42 may be a microcontroller unit (Microcontroller Unit, MCU), which has functions such as mixing / encoding, voice / video stream docking, and video forwarding. The voice service module 43 may refer to an intelligent interactive voice response system (Interactive Voice Respons, IVR), which has functions such as voice navigation, universal cards, and ISO solutions. In addition, the connection between the media control module MCS, the media processing module MCU, the voice service module IVR, and the aforementioned hotline boundary module SBC may be implemented by relying on a middleware, such as HSF (High-speed Service Framework). FSF can connect different service systems and decouple the implementation dependencies between systems.

[0041] like Figure 4, the first device 100 and the second device 200 can realize network voice calls, same-screen sharing, etc. through the above-mentioned hotline boundary module SBC, media control module MCS, voice service module IVR, etc. Among them, the first device 100 communicates with the hotline boundary module SBC, for example, the first device 100 and the hotline boundary module SBC can perform telephone signaling interaction and telephone calls, hang up, restore, etc., and can also perform information interaction corresponding to the operation control and information interaction such as waiting for connection, connection, and hang up. The second device 200 can communicate and interact with the media control module MCS, for example, the second device 200 and the media control module MCS can perform telephone traffic status interaction, etc. In addition, the first device 100 and the second device 200 can realize voice stream interaction through the media processing module MCU during the telephone call, and the first device 100 and the second device 200 can realize shared screen video stream interaction (such as video push and pull) through the media processing module MCU, video push streaming service, video server SRS, etc. during the same-screen sharing process. Among them, the above-mentioned voice stream interaction and shared screen video stream interaction can be implemented based on WebRTC (Web Real-Time Communications, a webpage instant messaging technology) and the real-time transmission protocol used can be UDP-RTP; and the transmission of the voice stream can be but not limited to the PCMA (Pulse Code Modulation) audio encoding format for encoding and transmission, and the shared screen video stream can be but not limited to the H264 and other video encoding formats for encoding and transmission. In addition, the video push streaming service can be but not limited to the implementation based on real-time data transmission protocols such as RTMP (Real-Time Messaging Protocol) when pushing the video to the video server SRS, and the video server SRS can be but not limited to the implementation based on the http-flv data transmission method built by Nginx when pulling the stream from the second device 200. Nginx (engine x) is a high-performance HTTP and reverse proxy web server. http-flv (Flash Video over HTTP) is a data transmission method that uses the http protocol to transmit flv video streams.

[0042] And, the front-end page of the customer service workstation is displayed on the second device 200. The first device 100 displays a front-end page that provides hotline operators and / or online operators, so that the first user (such as a merchant) on the first device 100 side can initiate an Internet voice call or an online chat dialogue to the second user (manual customer service) on the second device 200 side through the front-end page via the hotline module 300, the customer service workstation 400, etc. Among them, the first device 100 and the second device 200 can be personal computers (PCs) such as desktop computers and laptops, or they can also be electronic devices such as smart phones and smart wearable devices. The front-end page can be, but is not limited to, implemented based on H5 (HTML5), which can contain multiple elements such as pictures, text, animations, and audio.

[0043] In an e-commerce scenario, the front-end page displayed on the first device 100 that provides hotline operators and / or online operators may be, but is not limited to, a front-end page of an e-commerce platform. The e-commerce platform may be, for example, an e-commerce store management platform or an e-commerce online commodity trading platform, etc. On the e-commerce store management platform, the merchant's online store operating data may be viewed.

[0044] Further, see Figure 3 and Figure 4 As shown, the sharing system may also include: a service end of the customer service workstation 400 and a communication service end. The service end of the customer service workstation 400 may be a single server, a service cluster consisting of multiple servers, a cloud server or a virtual server, etc., which is not specifically limited in this embodiment. The communication service end may be, but is not limited to, a mobile network operator, etc. The communication service end and the hotline boundary module SBC may communicate based on the SIP (Session Initiation Protocol, a signaling control protocol at the application layer) protocol.

[0045] The specific functional implementation of each device, each terminal, each module, etc. included in the above-mentioned sharing system and the mutual interaction therebetween will be described in detail in other embodiments below and will not be described in detail here.

[0046] Figure 1 A flow chart of a sharing method for online consultation is provided. The sharing method is applied to the sharing system described above. The sharing system includes a first device 100, a second device 200, etc. For specific devices and modules that may be included in the sharing system, please refer to the relevant contents described in other embodiments. Figure 1 , the shared approach of this online consultation includes:

[0047] 101. During an online consultation between a first user on a first device and a second user on a second device, in response to a same-screen sharing operation triggered by a session page based on the online consultation, a sharing selection window is displayed on the first device where screen content needs to be shared; wherein at least one page is displayed in the sharing selection window;

[0048] 102. Determine a target page selected by the first user from the at least one page;

[0049] 103. Share the target page to the second device for display.

[0050] In this embodiment, the first user and the second user may represent different types of users in different scenarios. For example, in an e-commerce scenario, the first user may refer to a merchant, while the second user may refer to a human customer service representative.

[0051] Also, in the above 101, the same-screen sharing operation may be triggered by the first user operating the corresponding sharing control on the conversation page displayed on the first device, or may be triggered by the second user operating the corresponding sharing control on the conversation page displayed on the second device. In specific implementation, the conversation page may be a voice call interface or a dialogue window interface (also known as a chat window interface that can send text, voice, picture and other messages), or in other scenario embodiments, the conversation page may also be a video call interface. The voice call interface may be displayed after the first user triggers the hotline provided by the front-end page of the application on the first device and the call is connected. Figure 5a and Figure 5b 1 shows an example of a conversation page being a voice call interface 11. The conversation window interface may be displayed when the first user triggers the online artificial provided by the application on the first device. The present application does not provide a schematic diagram of the conversation page being a conversation window interface. In the e-commerce scenario, the application that provides a hotline and an online artificial on the first device may be an e-commerce platform, more specifically, an e-commerce store management platform or an e-commerce online commodity trading platform. The business data of the merchant's online store can be viewed on the e-commerce store management platform.

[0052] That is, the first user on the first device side can contact the second user on the remote second device side for online consultation through an online session (such as an online voice call or an online input dialogue message or an online video, etc.). And, understandably, the session page of the online consultation is also the session page of the online session.

[0053] In order to facilitate understanding of the triggering of the same-screen sharing operation in the above 101, the following will be combined with Figure 5a , 6a and 7a for detailed description.

[0054] See first Figure 5a When a merchant (first user) engaged in online transactions of goods on an e-commerce platform has a need for consultation, he initiates a voice call to the corresponding manual customer service (second user) of the e-commerce platform by clicking the "Customer Service" control 12 on the front-end page of the e-commerce platform displayed on the first device 100. After the voice call is connected, a voice call interface 11 between the merchant and the manual customer service will be displayed on the first device 100. Specifically, the voice call interface 11 can be displayed floating above the front-end page of the e-commerce platform, and a sharing control 111 is displayed at the bottom of the voice call interface 11. When the merchant consults with the manual customer service through a voice call and the merchant needs to share the screen content, the merchant clicks the sharing control 111 on the voice call interface 11 to initiate a same-screen sharing request to request that the screen data be shared to the second device in real time, so that the manual customer service on the second device side can jointly view and operate the shared screen data; and, after the merchant clicks the sharing control 111, a prompt message waiting for confirmation by the manual customer service can also be displayed on the first device 100, wherein the "confirmation" mentioned here means waiting for the manual customer service to agree or refuse the "same-screen sharing request", and the method of displaying the prompt message waiting for confirmation by the manual customer service includes but is not limited to: switching the text "share screen" on the sharing control 111 to "share screen connecting...". Further, when the manual customer service on the second device side selects "agree" for the "same-screen sharing request", the first device 100 will trigger a screen projection window selection event, thereby popping up a sharing selection window 13 on the first device by calling a corresponding interface (such as the startDisplayMedia (start display media) interface).

[0055] Among them, see Figure 6aAs shown, after the merchant initiates screen sharing to the manual customer service through the e-commerce front end displayed on the first device 100, the device system of the first device will first confirm whether the screen sharing has been authorized. If it is confirmed to be authorized, the corresponding hotline module (including various hotline modules such as hotline network module, hotline boundary service module, hotline service module, etc.) will push the screen sharing message to the second device 200. In specific implementation, the first device 100 first initiates screen sharing to the hotline network module. The hotline network module will call such as GraphQL interface to send a remote assistance request to the hotline boundary service module for the received screen sharing request. The hotline boundary service module will save the corresponding screen sharing request event information for the received remote assistance request, and will also return a remote assistance waiting establishment message to the hotline boundary service module and send a user request screen sharing message to the hotline service module. After that, the hotline service module will start the screen sharing state machine (hereinafter referred to as the state machine) and start a remote request to push the screen sharing request message to the second device 200. After the second device 200 receives the pushed same-screen sharing message, a pop-up reminder will pop up on the front end of the customer service workstation to prompt the merchant to request manual customer service for same-screen sharing. The manual customer service can refuse or agree through the controls on the pop-up reminder; among them, if the manual customer service does not perform any operation after the pop-up reminder display time reaches the set time (such as 5 seconds), it will be automatically accepted by default (that is, agree is selected by default). Furthermore, when the hotline service module confirms through the second device 200 that the manual customer service has chosen to agree (no rejection operation) to the requested screen-sharing, the remote assistance state will be changed to accepting principle assistance, and the state opportunity therein will rotate to enter the remote assistance confirmed state, and the hotline service module will also send the message that the manual customer service has chosen to agree to the request for screen-sharing to the hotline boundary service module sbc; accordingly, the hotline boundary service module sbc will encapsulate the remote assistance accepted message, and send the encapsulated remote assistance accepted message to the hotline network module SDK, so that the hotline network module SDK will send the manual customer service's agreement to the screen-sharing to the first device 100 based on the received encapsulated remote assistance accepted message, thereby causing the first device to trigger the screen projection window selection event, and then pop up a sharing selection window 13 on the e-commerce front-end page by calling the startDisplayMedia interface.

[0056] Of course, in other examples, the manual customer service can also actively invite the merchant to share his screen by clicking the share screen control on the voice call interface displayed on the second device 200. Specifically, as shown in Figure 7aAs shown, after the manual customer service actively initiates the same-screen sharing, the hotline service module will return a remote assistance request message to the second device, and the state machine therein enters the remote assistance request state, and it will also send an application to start screen interaction request to the hotline boundary service module SBC to request the same-screen sharing; accordingly, the hotline boundary service module SBC will save the same-screen sharing request event information, and send a remote assistance request message to the first device 100 through the hotline network module. After the first device 100 receives the remote assistance request message, a pop-up window reminder will pop up on the e-commerce front end to prompt the manual customer service to invite the merchant to share the screen, and the merchant can refuse or agree through the controls on the pop-up window reminder. After confirming that the merchant has chosen to agree to the request for sharing the screen, the first device 100 will send a message of agreeing to remote assistance to the hotline boundary service module through the hotline network module, and then the hotline boundary service module will find the message that the screen sharing member has confirmed to the hotline service module, and the hotline service module will return a success message to the first device through the hotline boundary service module and the hotline network module in response to the received message that the screen sharing member has confirmed. After receiving the success message, the device system of the first device will first confirm whether the screen sharing has been authorized. If it is confirmed to be authorized, a sharing selection window 13 will pop up on the first device.

[0057] Here for the picture Figure 6a and Figure 7a It is necessary to supplement the "device system of the first device confirms whether the shared screen is authorized" shown in: in the case of confirmation that it is not authorized, the first device can pop up a "screen sharing authorization page" window on it, so that the merchant can enter the "screen sharing authorization page" to start the authorization screen usage permission. For example, the "screen sharing authorization page" can be a system preference setting page provided by the first device. The merchant can set it through the "sharing" option in the system preference setting page. For example: there is a choice called "screen sharing" in the "sharing" option. After clicking to enter, you can choose whether to allow other users to access and control the screen of the first device through the network. Specifically, in the "screen sharing" setting, you can set access rights, that is, choose which users are allowed to access the screen of the first device through the network. For example, you can choose to allow all users to access, or you can set it to allow only specific users to access, so as to ensure that only authorized users can access the screen of the first device. If the final confirmation of authorization fails (that is, the final confirmation of unauthorized), the execution of the same-screen sharing process will end.

[0058] With the above content, the same-screen sharing operation in the above 101 can be triggered by the first user operating the sharing control on the session page displayed by the first device, or it can also be triggered by the second user operating the sharing control on the session page displayed by the second device. Among them, the operation of the sharing control includes but is not limited to: clicking, long pressing to set the duration, etc. In addition, when the same-screen sharing operation is triggered by the first user, a first pop-up reminder will be displayed on the second device to prompt the second user that the first user on the first device side requests to share the screen content of the first device; and, when it is confirmed that the second user has expressed his consent to the first pop-up reminder, the display of the sharing selection window on the first device will be triggered, wherein the second user has expressed his consent to the first pop-up reminder when the following conditions are met: the second user operates the consent control on the first pop-up reminder, or when the display duration of the first pop-up reminder reaches a preset duration (such as 10 seconds, 15 seconds, etc.), the second user does not perform any operation. When the screen sharing operation is triggered by the second user, a second pop-up reminder will be displayed on the first device to prompt the first user that the second user on the second device side invites him to share the screen content of the first device; and, only when it is confirmed that the first user has indicated his consent to the second pop-up reminder, will the display of the sharing selection window on the first device be triggered, wherein the first user's consent to the second pop-up reminder is indicated when the following conditions are met: the first user operates the consent control on the second pop-up reminder, or when the display time of the second pop-up reminder reaches a preset time (such as 10 seconds, 15 seconds, etc.), the second user does not perform any operation.

[0059] Furthermore, taking the first user initiating same-screen sharing as an example, considering that when the first user initiates a same-screen sharing request (requesting to share the screen content of the first device) to the second user by operating the sharing control on the session page, the second user may also reject the same-screen sharing request due to some inconvenience factors. If rejected, the first user needs to click the sharing control again and wait for the second user to confirm whether to agree to the same-screen sharing request. After the first user clicks on the sharing control multiple times to initiate the same-screen sharing request, the result is rejected, which will bring a bad experience to the first user. In view of this, the present embodiment also adopts corresponding frequency control measures for continuous clicks on the sharing control. The frequency control measures are as follows: when the same-screen sharing request initiated by clicking the sharing control is rejected for a preset number of times (such as 3 times), a prompt message will be displayed when the sharing control is clicked again, which is used to prompt that the same-screen sharing is temporarily not supported.

[0060] For example, during a conversation between a merchant and a human customer service representative through voice or a dialog window, the merchant clicks on the sharing control on the conversation page displayed on the first device to initiate a same-screen sharing request to the second device where the human customer service representative is located, waiting for the human customer service representative to confirm whether they agree. If the human customer service representative chooses to refuse, the merchant needs to click on the sharing control again and wait for the human customer service representative to confirm whether they agree. When the merchant's request for same-screen sharing is rejected three times, after detecting that the merchant clicks on the sharing control again, a corresponding prompt message will be displayed on the first device to prompt the merchant, such as "Sorry, the waiter does not support screen sharing at the moment. Please communicate with the waiter by voice first."

[0061] Figure 5a An example of a sharing selection window 13 displayed on the first device is shown in FIG. Figure 5a , multiple pages 131 to 136 are displayed in the sharing selection window 13, which may refer to pages opened on the first device that may need to be shared on the same screen, such as social application pages, browser tab pages (specifically, pages of an e-commerce platform opened through a browser), system settings pages of the first device, music application pages, the entire screen page of the first device, etc. And the sharing selection window 13 also has a "cancel" control and a "share" control. The first user can select one of the pages as the target page to be shared and click the "share" control, so that the first device 100 can determine that the selection result triggered by the first user through the sharing selection window is shared according to this operation performed by the first user in the sharing selection window 13, and then share the target page data to the second device for display, so that the second user on the second device side can operate and view the target page.

[0062] Therefore, the specific implementation of the above 102 "determining the target page selected by the first user on the first device side from the at least one page" includes:

[0063] 1021. When it is confirmed that the selection result made by the first user through the sharing selection window is sharing, trigger the step of determining the target page selected by the first user on the first device side from the at least one page.

[0064] After the target page selected by the first user is determined, step 103 is executed to share the target page with the second device for display.

[0065] When implementing it, if combined with Figure 6b Steps 119 to 136 shown in or Figure 7b In steps 222 to 238 shown in FIG. 1 , the implementation process of sharing the target page data with the second device may be as follows:

[0066] The first device sends a notification to the hotline network module to call the startDisplayMediaVideo (start displaying media video) interface. After receiving the notification, the hotline network module will call the startDisplayMediaVideo interface from the GraphQL interface, so that the hotline boundary module sends a data packet for starting video (startVideo) streaming to a port (such as port 15502) of the video streaming service. Specifically, this data packet type can be a UDP (UserDatagram Protocol) packet. The video streaming service will cache the received data packets (such as UDP). In addition, the hotline boundary module will also send a message to the hotline service module to establish user authorization for screen recording and select screen sharing. After the hotline service module receives the message to establish user authorization for screen recording and select screen sharing, the state machine therein enters the remote establishment (RemoteEstablished) connection state, and sends a remote establishment connection message to the second device. After the message is sent successfully, a success message will be returned to the hotline network module through the hotline boundary module SBC. In addition, after receiving this return success message, the hotline boundary module will also encapsulate the remote assistance establishment (RemoteAssistanceEstablish) message, and send the encapsulated remote assistance establishment message to the first device through the hotline network module. Among them, after receiving the remote assistance establishment message, the hotline network module will also update the media negotiation between the first device and the second device, and will also call the addTrack function (a function that implements the object addition operation). The above media negotiation may be an SDP (Session Description Protocol) negotiation. SDP is a session description protocol, which is mainly used in real-time audio and video communications to negotiate key information such as codecs and network transmission protocols during the connection process. Afterwards, the hotline network module will further send a notification message to the media processing module MCU (which may be but is not limited to a UDP packet encoded with H264), so that the media processing module MCU obtains the IP of the video streaming service from the hotline boundary module SBC, and then forwards the obtained video stream related to the target page on the first device to the video streaming service according to the IP, so that the video streaming service will be sent through the video publishing service SRS (such as Figure 3 The video related to the target page is sent to the second device for presentation on the second device, specifically, it can be presented on the front page of the customer service workstation displayed on the second device, thereby successfully achieving same-screen sharing. The second user on the second device can operate and view the target page presented on the second device, and the hotline service module will send the second user's operation information on the target page to the first device through the hotline network module.

[0067] Figure 5cSchematic diagram showing a first device in a same-screen sharing state. Figure 5c When sharing the same screen, the target page 13X is displayed in the same screen sharing window 14, and during the same screen sharing process, the hotline session (such as online voice call or online chat, which can be seen in FIG. 1 ) can be maintained. Figure 5c The reduced-display conversation page 11 (which is a voice call interface) shown in FIG. 1 ) can be minimized (e.g., by clicking on the minimize control 141), maximized (e.g., by clicking on the maximize control 142), closed (e.g., by clicking on the close control 143), etc. In addition, a prompt message (e.g., the prompt message displayed in the prompt box 144) is also displayed in the same-screen sharing window 14 to indicate which user is sharing the screen. Similarly, during the same-screen sharing process, a similar same-screen sharing window 14 can also be displayed on the second device.

[0068] From the above, it can be known that when sharing the same screen, only the selected specific target page is shared with the second device for display, and the entire screen content of the first device is not shared with the second device for display as in the prior art. In this way, the second user on the second device side (such as manual customer service) can only view and operate the specific target page shared by the first device, and cannot view and operate other unshared screen page contents of the first device, which is conducive to ensuring the security of the screen data information of the first device. Moreover, this will not affect the first user on the first device side to continue to operate other unshared screen pages. When the first user on the first device side continues to operate other shared screen pages, the target page will remain displayed in the same-screen sharing window (this description can also be found in the content related to step S1 below).

[0069] Based on the combination Figure 5c The method provided in this embodiment may further include the following steps:

[0070] 104a. Displaying a same-screen sharing window on the first device, and displaying a target page in the same-screen sharing window;

[0071] 104b. The conversation page is displayed in reduced size.

[0072] The target page here includes a page displayed after the second user on the second device side operates the target page.

[0073] Furthermore, during the same-screen sharing process, other operations performed by the first user on the first device except closing the same-screen sharing, such as switching the screen display content, do not affect the target page being displayed in the same-screen sharing window. Thus, the provided method may further include the following step S1:

[0074] S1. When a screen display content switching operation triggered by a first user on a first device is detected, a target page selected through the sharing selection window is kept displayed in the same-screen sharing window.

[0075] For example, if it is detected that the first user has triggered a screen display content switching operation on the first device, such as clicking on a browser tab to switch the current tab display, or minimizing or closing the browser tab currently displayed on the screen and reopening a new application, etc., in this case, the content displayed in the same-screen sharing window will still remain the target page selected through the sharing selection window.

[0076] Furthermore, the provided method may also include the following step S2:

[0077] S2. On the first device, display an interface element for representing a same-screen sharing state.

[0078] See Figure 5c As shown, the displayed interface element 15 is used to represent the same-screen sharing state, wherein the same-screen sharing state includes the same-screen sharing in progress and the same-screen sharing closed. Of course, the second device may also display an interface element used to represent the same-screen sharing state.

[0079] In addition, after the same-screen sharing continues for a period of time, when there is no need for same-screen sharing, the first user on the first device side or the second user on the second device side can turn off the same-screen sharing. After the same-screen sharing is turned off, it is necessary to re-click the sharing control on the session page to initiate the establishment of the same-screen sharing. Among them, the same-screen sharing can be turned off by closing the same-screen sharing window or by operating the corresponding control of the session interface. Based on this, the method provided in this embodiment may also include the following steps:

[0080] 105. When a screen sharing closing event is detected, the screen sharing is terminated;

[0081] Among them, the same-screen sharing closing event includes: the same-screen sharing window is closed, the same-screen sharing closing operation is triggered on the session interface, and the session closing operation is triggered on the session interface.

[0082] For example, see Figure 5c , the first user can close the same-screen sharing window by clicking the close control 143 on the same-screen sharing window, thereby closing the same-screen sharing. Or,

[0083] For another example, when the screen sharing is successful, the session page (dialog window interface or Figure 5aThe function of the sharing control 111 on the voice call interface shown in the figure will change from starting sharing to stopping sharing, that is, during the same-screen sharing process, the sharing control on the aforementioned session page can be called a stop sharing control, and accordingly, the user (the first user or the second user) can close the same-screen sharing by clicking this stop sharing control on the session page. Or

[0084] For another example, you can also close screen sharing by ending the conversation. For example, you can click the hang-up control on the voice call interface to hang up the voice call, and when the voice call is hung up, screen sharing will also be closed; or you can click the "..." control (more controls) on the conversation window to display multiple options, including "Close Conversation", "Cancel Blacklist", "Cancel", "Report", etc. Click the "Close Conversation" option to close the chat conversation, and when the chat conversation is closed, screen sharing will also be closed.

[0085] Figure 6c Steps 137 to 147 or Figure 7c Steps 239 to 249 in FIG. 2 show a process example in which a user closes the screen sharing window or clicks on a stop sharing control to close the screen sharing. Specifically, taking the case in which the first user triggers the closing of the screen sharing as an example, the closing process of the screen sharing may be as follows:

[0086] During the same-screen sharing process, when the first device detects the same-screen sharing closing event, it will call the hotline network module to end the same-screen sharing. Accordingly, the hotline network module will update the SDP and will also stop sending the video stream and restore it to the voice stream through the subTrack function (a function used to perform two object subtraction operations). In addition, it will call the end remote assistance (endRemoteAssistance) interface from GraphQL and send a notification message with the user ending the video (user_stopvideo) to the hotline boundary module sbc, so that the hotline boundary module sbc notifies the hotline service to hang up the sharing connection, thereby ending the same-screen sharing. Correspondingly, the state machine in the hotline service module rotates into the remote release (RemoteRelease) state, and sends a remote release message to the second device, and also returns a successful end of the same-screen notification to the hotline boundary module. After receiving the successful end of the same-screen notification, the hotline boundary module will encapsulate the remote assistance release (Remote_Assistance_Release) message and send it to the hotline network module, so that the hotline network module sends a successful end of the same-screen sharing notification to the first device. Furthermore, the hotline boundary module also sends a data packet for stopping video (stopVideo) streaming to the video streaming service, and this data packet may be a UDP packet.

[0087] Figure 6c Steps 148 to 158 or Figure 7cSteps 250 to 261 in FIG. 2 show an example of a process for closing screen sharing when a voice call is hung up. Specifically, taking the first user triggering the hanging up of the voice call as an example, the process for closing screen sharing can be as follows:

[0088] After the first user hangs up the voice call by clicking the hang-up control on the voice call interface, the first device will send a hang-up notification to the hotline network module. After receiving the hang-up notification, the hotline network module will update the SDP and stop sending the video stream and voice stream through the subTrack function. In addition, it will call the end remote assistance (endRemoteAssistance) interface in GraphQL, and send a user hang-up notification to the hotline boundary module sbc, so that the hotline boundary module sbc sends a hang-up call and ends the same-screen guidance request to the hotline service module, so that the state machine in the hotline service module rotates into the remote release (RemoteRelease) state, and the hotline service module will also send a remote release notification to the second device and return a successful end of the same-screen notification to the hotline boundary module sbc. Furthermore, the hotline boundary module sbc will encapsulate the remote assistance release (Remote_Assistance_Release) message and send it to the hotline network module, so that the hotline network module sends a successful end of the same-screen guidance notification to the first device.

[0089] Furthermore, the method provided in this embodiment may also include the following steps:

[0090] 106. When it is determined that the selection result made by the first user through the sharing selection window is not to share, the same-screen sharing ends.

[0091] Wherein, it may be possible to detect that the first user operates a cancel control on the sharing selection window (see Figure 5a ) or when the first user does not make any selection operation when the display time of the sharing selection window reaches a corresponding preset time (such as 30 seconds), it is determined that the selection result made by the first user through the sharing selection window is not to be shared.

[0092] Also, see Figure 6d Steps 159 to 166 shown in or Figure 7d In the step 262 to 269 shown in FIG. 1 , in the case described in the above step 105, the same screen sharing end implementation process may be as follows:

[0093] The first device retrieves the end remote assistance (endRemoteAssistance) interface from GraphQL through the hotline network module, thereby sending a user cancel sharing page (User_Cancel_Share_Page) notification to the hotline boundary module sbc, so that the hotline boundary module sbc sends a user end screen sharing request to the hotline service module. After that, the state machine in the hotline service module will rotate into the remote release (RemoteRelease) state, and will send a remote release notification to the second device. In addition, it will also return a successful end screen sharing notification to the hotline boundary module sbc. Further, the hotline boundary module sbc will encapsulate the remote assistance release (Remote_Assistance_Release) message and send it to the hotline network module.

[0094] In addition, there is another situation that will end the screen sharing, that is, the screen sharing request is rejected. In this case, depending on the initiator of the screen sharing, the screen sharing end process can be the following two situations:

[0095] Case 1: The first user initiates a screen sharing request to the second device through the first device to request the second user on the second device to share the screen of the first device. In this case, as shown in Figure 6d In steps 167 to 172, if it is determined that the second user on the second device side has chosen to refuse, for example, the timeout mechanism is triggered and it is confirmed that the second user on the second device side has chosen to refuse (specifically, if the second user does not make any choice for the same-screen sharing request after a certain period of time (such as 30 seconds), it can be confirmed that the second user has chosen to refuse), the hotline service module will first send a user confirmation timeout stop screen interaction (stopScreenInteract&User_timeout) notification to the hotline boundary module, and the state machine therein will rotate into the remote release (RemoteRelease) state, and it will also send a remote release notification to the second device. And, after the hotline boundary module sbc determines that the screen interaction on the first device side has been stopped based on the received notification, it will return a success notification to the hotline service module, and will also encapsulate the remote assistance release (Remote_Assistance_Release) message and send it to the hotline network module.

[0096] Case 2: The second user initiates a screen sharing request to the first device through the second device to invite the first user on the first device to share the screen of the first device. In this case, see Figure 7dIn steps 270 to 277, if the hotline network module confirms that the user on the first device side has chosen to reject the same-screen sharing request, it will send a rejection notification of same-screen sharing to the hotline service module through the hotline boundary module, and then the state machine in the hotline service module will rotate to enter the Remote Release state. In addition, the hotline boundary module sbc will also encapsulate the Remote_Assistance_Release message and send it to the hotline network module, and then the hotline network module will send the Remote_Assistance_Release message to the first device.

[0097] Here for Figure 6a~6d , Figures 7a to 7d It should be noted that some of the message types mentioned in the figure are WS messages. WS messages refer to real-time message push implemented through the WebSocket protocol (WS protocol for short). For example, messages such as RemoteAssistanceRequested and RemoteEstablished are WS messages.

[0098] Furthermore, it is also necessary to explain the solution provided in this embodiment that: once it is confirmed that the conditions for establishing same-screen sharing are met between the first device and the second device, a streaming channel will be established between the first device and the second device, and the streaming channel is used to stream the video stream generated during the same-screen sharing process. Figure 4 As shown, in a specific implementation, the streaming channel can be established through a video streaming server. Among them, the conditions for establishing same-screen sharing between the first device and the second device include: the second user has expressed consent to the same-screen sharing request initiated by the first user or the first user has expressed consent to the same-screen sharing request initiated by the second user. After the streaming channel is established, there may be no video stream between the first device and the second device, and in some cases, the situation of no video stream requires the streaming channel to remain in a keep-alive state. For exemplary examples, please refer to the following examples:

[0099] For example, during the period of time when the sharing selection window is displayed (such as within 30 seconds), because the first user has not made the corresponding page selection that needs to be shared on the same screen through the sharing selection window, there will be no video stream between the first device and the second device in this case. However, the streaming channel needs to be in a keep-alive state at this time, so that when the second user subsequently makes a sharing page selection result through the sharing selection window, the streaming can be directly performed between the first device and the second device through the streaming channel without the need to rebuild the streaming channel.

[0100] For another example, if it is detected that the first user has made a decision not to share through the sharing selection window (such as when the display time of the sharing selection window reaches the set time and the user is still not detected to have made any selection operation through the sharing selection window, or it is detected that the first user has clicked the "Cancel" control in the sharing selection window), the same-screen sharing ends. In this case, there will be no video stream between the first device and the second device. However, considering that the above-mentioned "not sharing" may be triggered by mistake by the first user due to certain factors, and it is not his true intention, such as due to some emergencies, there is no time to operate the sharing selection window or the "Cancel" control on the sharing selection window is clicked by mistake, etc., when this "not sharing" is falsely triggered, the first user will often initiate the same-screen sharing again. Therefore, in order to avoid the need to establish a streaming channel again, the lack of video stream between the first device and the second device caused by the above-mentioned "not sharing" false triggering also keeps the streaming channel alive.

[0101] For another example, during the same-screen sharing process between the first device and the second device for the target page selected by the first user through the sharing selection window, when it is detected that the same-screen sharing is turned off, considering that the same-screen sharing closure may be triggered by mistake by the first user or the second user, the streaming channel will continue to be kept active.

[0102] With the above example content, the method provided in this embodiment also includes the following steps:

[0103] 107. When it is detected that there is no video stream between the first device and the second device, determine whether the streaming channel between the first device and the second device meets a preset closing condition; wherein the streaming channel is used to stream the video stream generated during the same-screen sharing process.

[0104] 108. If the conditions are not met, the flow pushing channel is kept alive; if the conditions are met, the flow pushing channel is closed.

[0105] The preset closing condition includes: after the current same-screen sharing end time exceeds the set time, no more same-screen sharing operation events are detected;

[0106] And, the triggering event indicating the end of the same-screen sharing includes: determining that the selection result made by the first user through the sharing selection window is not to share; in addition, it may also include the same-screen sharing closing event described in the aforementioned step 105.

[0107] In the solution provided by this embodiment, when the first user on the first device side communicates with the second user on the second device side through an online session (such as an online voice call or an online chat conversation, etc.) (such as a consultation and communication, more specifically, such as a question and answer in an e-commerce service scenario), when the same-screen sharing operation triggered by the session page of the online session is monitored, the first device that needs to share the screen content will respond to the same-screen sharing operation and display a sharing selection window with at least one page, and when it is determined that the selection result made by the first user through the sharing selection window is sharing, the target page selected by the first user from at least one page will be shared to the second device for display, so that the second user can directly communicate with the first user according to the target page displayed by the second device, or the second user can also remotely operate and view the displayed target page, and communicate with the first user according to the operation viewing result (such as answering the question consulted by the first user). It can be seen that this solution implements the same-screen sharing function provided in the online session, which can improve the communication experience between users, especially in the customer service scenario (such as the e-commerce customer service scenario), it can effectively improve the user's problem consultation experience and problem solving efficiency, thereby improving the customer service quality. For example: During e-commerce promotional activities (such as Double Eleven and Double Twelve), in price control scenarios, by providing a screen sharing initiation function in the hotline customer service, merchants can consult manual customer service through online voice. If the manual customer service has the need to obtain the screen content of the merchant's device, the screen sharing function provided by online voice can enable the manual customer service to directly operate to view the merchant's screen content, thereby answering the merchant's questions without guiding the merchant to capture the corresponding screen content. Obviously, the omission of this screenshot guidance can improve the efficiency of problem answering and reduce the amount of problem ticket upgrade processing, thereby reducing the amount of manual consultation. In addition, it can also improve the merchant service experience due to reduced merchant operations and high problem solving efficiency.

[0108] Here, the following points are added to the overall solution provided in this embodiment:

[0109] 1) In the implementation process of this embodiment, in order to realize the function of initiating same-screen sharing, it is necessary to use the corresponding browser screen projection plug-in in some scenarios. For example, when the online session is triggered by the corresponding tab page opened in the browser (such as the front-end page of the e-commerce platform), in order to initiate same-screen sharing through the page of the online session, it is necessary to use the browser screen projection plug-in; in addition, because the corresponding microphone permission needs to be called, it is also necessary to obtain the microphone permission from the corresponding user. Based on this, the aforementioned confirmation authorization may include but is not limited to: the device screen sharing is authorized, the microphone permission is in the on state, etc.

[0110] 2) The screen sharing request initiated by the user, the authorization status of the screen sharing request, the screen sharing content, etc. can all be specifically stored in a corresponding database.

[0111] 3) During the screen sharing process, the corresponding online session is also kept alive, and the video stream generated during the screen sharing process and the session data stream of the online session are sent to the media processing module through the same data transmission channel for processing. Figure 4 , an audio and video channel (a data transmission channel) is established between the first device 100 and the media processing module MCU. The video stream and voice stream generated by the first device and the second device during the same-screen sharing process are sent to the media processing module through the audio and video channel for processing, and the video stream and voice stream are sent based on the WebRTC stream form. Of course, in some other scenario embodiments, the video stream generated during the same-screen sharing process can also be transmitted in other stream forms, such as MP4 file streams.

[0112] 4) In addition, when the video stream is transmitted and displayed on the corresponding front-end page, the key video frame processing method can be adopted but not limited to real-time same-screen display, such as sending video key frames at a certain interval (such as 5s). Moreover, when the corresponding frames in the video stream are displayed on the corresponding device, they are rendered and displayed according to the length and width of the device. Specifically, for example, the video stream will adapt to the corresponding window (such as Figure 5c In addition, during the video streaming process, the following problems may also exist:

[0113] (a) Packet loss occurs in the video stream. This problem can be solved by adjusting the video stream parameters (such as reducing the resolution and bit rate, using a suitable codec (such as H264 or H265), or adopting a packet loss recovery mechanism (such as forward error correction, retransmission mechanism).

[0114] (b) The video stream is out of order. This problem can be solved by adjusting the video stream parameters (such as changing the video output format or disabling hardware accelerated decoding) or increasing RTP sorting. RTP is a real-time transport protocol. When increasing RTP sorting, for example, timestamps or sequence numbers can be used to identify the order of video data packets.

[0115] The present application also provides several other embodiments for implementing question consultation, and these several method embodiments are also applied to the aforementioned sharing system. The details are as follows:

[0116] The first problem consultation method provided by this application includes the following steps:

[0117] 201. During a process in which a first user on a first device side consults a second user on a second device side with a question through an online session, in response to a same-screen sharing operation triggered by a session page based on the online session, a sharing selection window is displayed on the first device, wherein at least one page is displayed in the sharing selection window;

[0118] 202. When it is determined that the selection result made by the first user through the sharing selection window is shared, the target page selected by the first user from the at least one page is shared to the second device for display, so that the second user can answer the questions asked by the first user according to the displayed content of the target page, or so that the second user can operate to view the target page and answer the questions asked by the first user according to the operation results of the target page.

[0119] For the specific implementation of the above 201-202, please refer to the relevant content of other embodiments. Among them, the second user's operation on the target page will also be presented on the target page displayed by the first device.

[0120] The first user may be a merchant operating an online store, the second user may be a manual customer service, and the online conversation may be an online voice call. In this scenario, the present application also provides an e-commerce customer service question and answer method, which includes the following steps:

[0121] 301. An online voice call is established between the first device and the second device;

[0122] 302. When the merchant on the first device side consults a question with the manual customer service on the second device side through the online voice call, a same-screen sharing operation triggered by the interface based on the online voice call is detected, and a sharing selection window showing at least one page is displayed on the first device;

[0123] 303. When it is determined that the selection result made by the merchant through the sharing selection window is shared, the target page selected by the merchant from the at least one page is shared to the second device for display, so that the manual customer service can answer the questions consulted by the merchant according to the target page.

[0124] Alternatively, the first user may be a merchant operating an online store, the second user may be a human customer service, and the online conversation may be an online conversation conducted through an online chat window. In this scenario, the present application also provides an e-commerce customer service question and answer method, which includes the following steps:

[0125] 401. An online dialogue is established between the first device and the second device;

[0126] 402. During the process of the merchant on the first device consulting the manual customer service on the second device through the online dialogue, when a same-screen sharing operation triggered by the window interface of the online dialogue is detected, a sharing selection window showing at least one page is displayed on the first device;

[0127] 403. When it is determined that the selection result made by the merchant through the sharing selection window is shared, the target page selected by the merchant from the at least one page is shared to the second device for display, so that the manual customer service can answer the questions consulted by the merchant according to the target page.

[0128] For the specific implementation of the above steps 301-303 or 401-403, please refer to the relevant content in other embodiments. Among them, answering the merchant's consultation questions according to the target page in step 303 or 404 may include: answering the merchant's consultation questions according to the target page content displayed on the second device; operating and viewing the target page content, and answering the merchant's consultation questions according to the operation and viewing results.

[0129] The present application also provides an online consultation sharing system, which is a combination of the above-mentioned other embodiments. Figures 2 to 4 , 6a-6d, 7a-7d. Specifically, the sharing system includes: a first device and a second device, an online session (such as a voice call or a chat conversation) is established between the first device and the second device. The steps in each method embodiment provided in this application can be implemented by the first device and the second device.

[0130] Furthermore, the same-screen sharing system provided in this embodiment also includes:

[0131] A hotline module, which can be used to establish an online session between the first device and the second device; wherein the hotline module includes a video streaming service;

[0132] a media processing module, configured to process received media streams, wherein the media streams include a session stream (such as a voice stream, etc.) generated by an online session between the first device and the second device and a video stream generated during the same-screen sharing process; and the media processing module is further configured to: push the processed video stream to a corresponding device (such as the second device) through the video push streaming service;

[0133] The steps in the above-mentioned method embodiments provided in the present application can be implemented through the first device, the hot line module, the media processing module and the second device.

[0134] Furthermore, the screen sharing system provided in this embodiment further includes: a media module, wherein the media module includes a media processing module. Also, the steps in each method embodiment provided in the present application can be implemented through the first device, the hotline module, the media module and the second device.

[0135] For detailed descriptions of the functions of each device / module / module in the system provided in this embodiment, please refer to the relevant content in other embodiments.

[0136] The present application also provides device embodiments corresponding to the above-mentioned method embodiments. The details are as follows:

[0137] Figure 8 FIG. 1 shows a schematic diagram of a shared device structure of an online consultation provided by an embodiment of the present application, and the device is deployed in the aforementioned same-screen sharing system. Figure 8 , the sharing device includes: a display module 51, a determination module 52 and a sharing module 53. Among them, the display module 51 is used to display a sharing selection window on the first device that needs to share screen content in response to a same-screen sharing operation triggered by a session page based on online consultation during an online consultation between a first user on the first device side and a second user on the second device side; wherein at least one page is displayed in the sharing selection window. The determination module 52 is used to determine the target page selected by the first user on the first device side from the at least one page. The sharing module 53 is used to share the target page to the second device for display.

[0138] Furthermore, the above-mentioned conversation page is a voice call interface, a dialogue window interface, or a video call interface; and, there is a sharing control on the conversation page, which can be used to guide the user to trigger the same-screen sharing operation.

[0139] Furthermore, the above-mentioned display module 51 is also used for: when the same-screen sharing operation is triggered by the first user operating the sharing control on the session page displayed by the first device, displaying a first pop-up reminder on the second device to prompt a request to share the first device screen; and, when it is determined that the second user has expressed consent to the first pop-up reminder, triggering the execution of displaying the sharing selection window on the first device; or, the above-mentioned display module 51 is also used for: when the screen sharing operation is triggered by the second user operating the sharing control on the session page displayed by the second device, displaying a second pop-up reminder on the first device to prompt an invitation to share the first device screen; and when it is determined that the first user has expressed consent to the second pop-up reminder, triggering the execution of displaying the sharing selection window on the first device.

[0140] Furthermore, the display module 51 is also used to display a same-screen sharing window on the first device, and display the target page in the same-screen sharing window. The provided device also includes a reduction module, which is used to reduce the display of the session page.

[0141] Furthermore, the provided device also includes: a monitoring end module, which is used to end the same-screen sharing when a same-screen sharing closing event is detected. The same-screen sharing closing event includes: the same-screen sharing window is closed, the same-screen sharing closing operation is triggered on the session interface, and the session closing operation is triggered on the session interface.

[0142] Furthermore, the above-mentioned determination module 52 is also used to: when it is detected that there is no video stream between the first device and the second device, determine whether the streaming channel between the first device and the second device meets the preset closing condition. And the provided device also includes: a keep alive / close module, which is used to keep the streaming channel alive if it is not satisfied; if it is satisfied, close the streaming channel. Among them, the streaming channel is used to push the video stream generated during the same-screen sharing process; the preset closing condition includes: after the current same-screen sharing end time exceeds the set time, no same-screen sharing operation event is detected.

[0143] And, the triggering event indicating the end of the same-screen sharing includes: determining that the selection result made by the first user through the sharing selection window is not to share; wherein, when it is determined that the selection result made by the first user through the sharing selection window is to share, triggering the step of determining the target page selected by the first user from the at least one page;

[0144] It should be noted here that: the screen sharing device provided in the above embodiment can implement the technical solution described in the above corresponding method embodiment. The specific implementation principles of the above modules or units can refer to the relevant contents in the above corresponding method embodiment, and will not be described in detail here.

[0145] Another embodiment of the present application also provides a question consultation device. The question consultation device includes: a display module and a determination sharing module.

[0146] The above-mentioned display module is used to display a sharing selection window on the first device in response to a same-screen sharing operation triggered by a session page based on the online session during the process in which a first user on the first device side consults a question to a second user on the second device side through an online session, and at least one page is displayed in the sharing selection window.

[0147] The above-mentioned determination sharing module is used to share the target page selected by the first user from the at least one page to the second device for display when it is determined that the selection result made by the first user through the sharing selection window is shared, so that the second user can answer the questions asked by the first user according to the displayed content of the target page, or so that the second user can operate to view the target page and answer the questions asked by the first user according to the operation viewing results.

[0148] Furthermore, an embodiment of the present application also provides two e-commerce customer service question-and-answer devices. Specifically:

[0149] An e-commerce customer service question-and-answer device is provided, comprising: a creation module, a display module, and a determination sharing module.

[0150] The establishment module is used to establish an online voice call between the first device and the second device;

[0151] The display module is used to display a sharing selection window showing at least one page on the first device when a same-screen sharing operation is detected based on the interface of the online voice call during the process of the merchant on the first device side consulting a question to the manual customer service on the second device side through the online voice call;

[0152] The above-mentioned determination sharing module is used to share the target page selected by the merchant from the at least one page to the second device for display when it is determined that the selection result made by the merchant through the sharing selection window is shared, so that the manual customer service can answer the questions consulted by the merchant based on the target page.

[0153] Another e-commerce customer service question-and-answer device provided includes: a creation module, a display module, and a determination sharing module.

[0154] The establishment module is used to establish an online dialogue between the first device and the second device;

[0155] The display module is used to display a sharing selection window showing at least one page on the first device when a same-screen sharing operation is detected based on the window interface of the online dialogue during the process of the merchant on the first device side consulting a question to the manual customer service on the second device side through the online dialogue;

[0156] The above-mentioned determination sharing module is used to share the target page selected by the merchant from the at least one page to the second device for display when it is determined that the selection result made by the merchant through the sharing selection window is shared, so that the manual customer service can answer the questions consulted by the merchant based on the target page.

[0157] It should be noted here that the question consultation device / e-commerce customer service question and answer device provided in the above-mentioned embodiments can implement the technical solutions described in the above-mentioned corresponding method embodiments. The specific implementation principles of the above-mentioned modules or units can be found in the relevant contents of the above-mentioned corresponding method embodiments, and will not be described in detail here.

[0158] The embodiment of the present application also provides a structural diagram of an electronic device. The electronic device includes: a memory 61 and a processor 62. The above-mentioned memory 61 can be implemented by any type of volatile or non-volatile storage device or a combination thereof, such as static random access memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic disk or optical disk. Specifically,

[0159] The memory 61 is used to store programs;

[0160] The processor 62 is coupled to the memory and is used to execute the program stored in the memory for the steps or functions in the methods provided in the embodiments of the present application.

[0161] Further, if Fig. 9 As shown, the electronic device also includes: a communication component 63, a power component 64, a display 65 and an audio component (not shown in the figure) and other components. Fig. 9 Only some components are shown schematically, which does not mean that the electronic device only includes Fig. 9 The electronic device may refer to a combination of the devices / modules in the same-screen sharing system described in the other embodiments above, or may refer to a single device therein (such as the first device or the second device).

[0162] An embodiment of the present application further provides a computer-readable storage medium, in which a computer program is stored. When the computer program is executed by a computer, the method steps provided in the above embodiments can be implemented.

[0163] An embodiment of the present application also provides a computer program product, including a computer program. When the computer program is executed by a processor, the processor is enabled to implement the method steps or functions provided in the above embodiments.

[0164] Through the description of the above implementation modes, those skilled in the art can clearly understand that each implementation mode can be implemented by means of software plus a necessary general hardware platform, and of course, can also be implemented by hardware. Based on such an understanding, the above technical solution is essentially or the part that contributes to the prior art can be embodied in the form of a software product, and the computer software product can be stored in a computer-readable storage medium, such as ROM / RAM, a disk, an optical disk, etc., including a number of instructions for a computer device (which can be a personal computer, a server, or a network device, etc.) to execute the methods described in each embodiment or some parts of the embodiments.

[0165] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present application, rather than to limit it. Although the present application has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that they can still modify the technical solutions described in the aforementioned embodiments, or make equivalent replacements for some of the technical features therein. However, these modifications or replacements do not deviate the essence of the corresponding technical solutions from the spirit and scope of the technical solutions of the embodiments of the present application.

Claims

1. A sharing method for online consultation, characterized in that: include: During an online consultation between a first user on a first device and a second user on a second device, in response to a same-screen sharing operation triggered by a session page based on the online consultation, a sharing selection window is displayed on the first device that needs to share screen content; wherein at least one page is displayed in the sharing selection window; Determining a target page selected by the first user from the at least one page; The target page is shared with the second device for display.

2. The method according to claim 1, characterized in that Also includes: Displaying a same-screen sharing window on the first device, and displaying the target page in the same-screen sharing window; The session page is displayed in a reduced size.

3. The method according to claim 1 or 2, characterized in that: The conversation page is any one of a voice call interface, a dialog window interface, and a video call interface; and, The session page has a sharing control that can be used to guide and trigger a same-screen sharing operation.

4. The method according to claim 3, characterized in that Also includes: When the same-screen sharing operation is triggered by the first user operating the sharing control on the session page displayed by the first device, displaying a first pop-up window reminder on the second device to prompt a request to share the first device screen; and when it is determined that the second user has expressed consent to the first pop-up window reminder, triggering the execution of displaying the sharing selection window on the first device; or When the screen sharing operation is triggered by the second user operating a sharing control on the session page displayed by the second device, displaying a second pop-up window reminder on the first device to prompt an invitation to share the screen of the first device; And when it is determined that the first user has expressed consent to the second pop-up reminder, the display of the sharing selection window on the first device is triggered.

5. The method according to claim 2, characterized in that: Also includes: When the screen sharing closing event is detected, the screen sharing is terminated; Among them, the same-screen sharing closing event includes: the same-screen sharing window is closed, the same-screen sharing closing operation is triggered on the session interface, and the session closing operation is triggered on the session interface.

6. The method according to claim 1 or 2, characterized in that: Also includes: When it is detected that there is no video stream between the first device and the second device, determining whether the streaming channel between the first device and the second device meets a preset closing condition; If not satisfied, the streaming channel is kept alive; If satisfied, close the streaming channel; The streaming channel is used to stream the video stream generated during the same-screen sharing process; the preset closing condition includes: after the current same-screen sharing end time exceeds the set time, no more same-screen sharing operation events are detected; And, the triggering event indicating the end of the same-screen sharing includes: determining that the selection result made by the first user through the sharing selection window is not sharing; wherein, when it is determined that the selection result made by the first user through the sharing selection window is sharing, the step of determining the target page selected by the first user from the at least one page is triggered to execute.

7. A problem consultation method, characterized in that: include: During a process in which a first user on a first device side consults a second user on a second device side with a question through an online session, in response to a same-screen sharing operation triggered by a session page based on the online session, a sharing selection window is displayed on the first device, wherein at least one page is displayed in the sharing selection window; When it is determined that the selection result made by the first user through the sharing selection window is shared, the target page selected by the first user from the at least one page is shared to the second device for display, so that the second user can answer the questions asked by the first user according to the displayed content of the target page, or so that the second user can operate to view the target page and answer the questions asked by the first user according to the operation viewing results.

8. An e-commerce customer service question and answer method, characterized in that: include: An online voice call is established between the first device and the second device; During the process in which the merchant on the first device side consults a question with the manual customer service on the second device side through the online voice call, when a same-screen sharing operation triggered by the interface based on the online voice call is monitored, a sharing selection window showing at least one page is displayed on the first device; When it is determined that the selection result made by the merchant through the sharing selection window is shared, the target page selected by the merchant from the at least one page is shared to the second device for display, so that the manual customer service can answer the questions consulted by the merchant according to the target page.

9. An e-commerce customer service question and answer method, characterized in that: include: An online session is established between the first device and the second device; During the process of the merchant on the first device side consulting the manual customer service on the second device side through the online dialogue, when a same-screen sharing operation triggered by the window interface based on the online dialogue is monitored, a sharing selection window showing at least one page is displayed on the first device; When it is determined that the selection result made by the merchant through the sharing selection window is shared, the target page selected by the merchant from the at least one page is shared to the second device for display, so that the manual customer service can answer the questions consulted by the merchant according to the target page.

10. An online consultation sharing system, characterized in that: include: A first device and a second device, an online session being established between the first device and the second device; The first device and the second device can implement the sharing method described in any one of claims 1 to 6, or implement the steps in the question consultation method described in claim 7, or implement the steps in the e-commerce customer service question and answer method described in claim 8 or 9.

11. The system according to claim 10, characterized in that Also includes: A hotline module, which can be used to establish an online session between the first device and the second device; wherein the hotline module includes a video streaming service; a media processing module, configured to process received media streams, the media streams including a session stream generated by an online session between the first device and the second device and a video stream generated during the same-screen sharing process; and the media processing module is further configured to push the processed video stream to a corresponding device through the video push streaming service; The first device, hotline module, media processing module and the second device can implement the steps of the sharing method described in any one of claims 1 to 6, or the steps of the question consultation method described in claim 7, or the steps of the e-commerce customer service question and answer method described in claim 8 or 9.

12. An electronic device, characterized in that: include: A memory and a processor; wherein, The memory is used to store programs; The processor is coupled to the memory and is used to execute the program stored in the memory to implement the steps in the sharing method described in any one of claims 1 to 6, or the steps in the question consultation method described in claim 7, or the steps in the e-commerce customer service question and answer method described in claim 8 or 9.

13. A computer-readable storage medium, characterized in that: A computer program is stored in the computer-readable storage medium; when the computer program is executed by a computer, it can implement the steps in the sharing method described in any one of claims 1 to 6, or implement the steps in the question consultation method described in claim 7, or implement the steps in the e-commerce customer service question and answer method described in claim 8 or 9.

14. A computer program product, comprising a computer program, which, when executed by a processor, enables the processor to implement the steps of the sharing method described in any one of claims 1 to 6, or the steps of the question consultation method described in claim 7, or the steps of the e-commerce customer service question and answer method described in claim 8 or 9.

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