Customer service method and device based on screen sharing, storage medium and program product

Abstract

The invention discloses a customer service method and device based on screen sharing, a storage medium and a program product, and relates to the technical field of communication. A user side responds to a customer service request and establishes connection with a customer service side; and the user side responds to the enabled screen sharing function, records the screen of the local equipment, and transcodes the recorded screen image to obtain a video stream. According to the technical scheme of the invention, when a user has problems such as operation questions, function use obstacles or interface abnormity about mobile applications, the user side can record the operation process of the user and transcode the operation process into the video stream, and the video stream is transmitted to the customer service side. A customer service can know the problems of operation questions, function use obstacles or interface abnormity and the like about the mobile application in real time through the video stream displayed at the customer service end, the problem positioning accuracy is improved, and the judgment error rate is reduced; therefore, the technical problems that a customer service support mechanism related to a mobile application is difficult to meet the requirement of a user for accurate guidance and the user experience is poor are solved.

Description

Technical Field

[0001] The present application relates to the field of communication technology, and in particular to a customer service method, device, storage medium, and program product based on screen sharing. Background Art

[0002] When users use mobile applications (Apps), they may encounter operational questions, functional barriers, or interface abnormalities. Users usually communicate with customer service through text or voice.

[0003] However, since users often find it difficult to accurately and clearly describe the application interface or specific operation steps they are in, customer service cannot quickly understand the specific context of the problem and cannot truly restore the interface status faced by the user. Especially in cases involving complex operation processes or abnormal interface displays, it is easy to cause inaccurate problem location and misjudgment, affecting the efficiency of problem handling.

[0004] Therefore, the customer service support mechanism for mobile applications in related technologies is difficult to meet users' needs for precise guidance, which reduces the user experience. Summary of the Invention

[0005] The main purpose of this application is to provide a customer service method, device, storage medium and program product based on screen sharing, aiming to solve the technical problem that the customer service support mechanism of mobile applications cannot meet the user's demand for precise guidance and the user experience is poor.

[0006] To achieve the above objectives, the present application proposes a customer service method based on screen sharing, which is applied to the user end. The method includes:

[0007] Responding to customer service requests, establishing a connection with the customer service end;

[0008] In response to enabling the screen sharing function, the screen of the local device is recorded, and the recorded screen image is transcoded to obtain a video stream;

[0009] The video stream is transmitted to the customer service end so that the customer service end can provide services to the user based on the video stream displayed by the customer service end.

[0010] In one embodiment, the step of recording the screen of the local device and transcoding the recorded screen image to obtain a video stream includes:

[0011] Recording the screen of a local device and determining a privacy protection policy in response to triggering a privacy protection mechanism;

[0012] Based on the privacy protection policy, performing privacy protection processing on the recorded screen image;

[0013] The screen image after privacy protection processing is transcoded to obtain a video stream.

[0014] In one embodiment, the privacy protection mechanism may be triggered in a variety of ways, and different triggering ways correspond to different privacy protection mechanisms. The step of determining a privacy protection policy in response to triggering the privacy protection mechanism includes:

[0015] In response to triggering the privacy protection mechanism, a privacy protection policy is determined based on an association between the privacy protection mechanism and the priority.

[0016] In one embodiment, the triggering method of the privacy protection mechanism includes at least one of the following:

[0017] Obtaining content of the currently displayed page, and determining that a privacy protection mechanism needs to be enabled based on the content of the currently displayed page;

[0018] Turn on the privacy protection switch;

[0019] Request operation for the target display page.

[0020] In one embodiment, the step of determining a privacy protection policy in response to triggering a privacy protection mechanism includes at least one of the following:

[0021] In response to triggering the privacy protection mechanism, when the triggering method is to determine that the privacy protection mechanism needs to be enabled based on the content of the currently displayed page, the tree structure of the target display page is parsed, control nodes containing sensitive data fields are identified based on the tree structure, corresponding virtual placeholder components are generated according to the type of the control nodes, the virtual placeholder components are isolated from the background service through a data channel, a desensitizing rendering instruction is generated, and a privacy protection strategy is determined to dynamically replace the data content in the transcoded display page according to the desensitizing rendering instruction, wherein the placeholder component is used to retain the layout properties and operation event binding relationship of the original control;

[0022] In response to triggering a privacy protection mechanism, when the triggering mode is an operation to turn on a privacy protection switch, determining the privacy protection policy to skip recording of the currently displayed page;

[0023] In response to triggering the privacy protection mechanism, when the triggering mode is a request operation for a target display page, the privacy protection strategy is determined to be performing Gaussian blur processing on the transcoded display page.

[0024] In one embodiment, the step of recording the screen of the local device in response to enabling the screen sharing function includes:

[0025] In response to enabling the screen sharing function, starting an independent process, and recording the screen of the local device through the independent process;

[0026] After the step of recording the screen of the local device in response to turning on the screen sharing function, the method further includes:

[0027] In response to closing the screen sharing function, the independent process is closed and the resources occupied by the independent process are released.

[0028] In one embodiment, during the process of recording the screen of a local device, the subject and access links of the pages displayed on the screen are recorded, a user profile is established based on the subject and access links, and service recommendations are made to the user based on the user profile.

[0029] In addition, to achieve the above-mentioned purpose, the present application also proposes a customer service device based on screen sharing, which includes: a memory, a processor, and a computer program stored on the memory and executable on the processor, wherein the computer program is configured to implement the steps of the customer service method based on screen sharing as described above.

[0030] In addition, to achieve the above-mentioned purpose, the present application also proposes a storage medium, which is a computer-readable storage medium, and a computer program is stored on the storage medium. When the computer program is executed by the processor, the steps of the customer service method based on screen sharing as described above are implemented.

[0031] In addition, to achieve the above-mentioned purpose, the present application also provides a computer program product, which includes a computer program, and when the computer program is executed by a processor, it implements the steps of the customer service method based on screen sharing as described above.

[0032] One or more technical solutions proposed in this application have at least the following technical effects:

[0033] The user of this application can trigger a customer service request through the user terminal, and the user terminal responds to the customer service request and establishes a connection with the customer service terminal; based on the establishment of the connection between the user terminal and the customer service terminal, the user can turn on the screen sharing function through the user terminal, and the user terminal responds to turning on the screen sharing function to record the screen of the local device and transcode the recorded screen image to obtain a video stream.

[0034] It can be understood that when a user has operational questions, functional usage problems or interface abnormalities about a mobile application, the user operates on the local device, and the user end can record the user's operation process and transcode it into a video stream, and transmit the video stream to the customer service end. Since the video stream is transmitted and played in real time through the network, the customer service can understand the operational questions, functional usage problems or interface abnormalities about the mobile application in real time through the video stream displayed by the customer service end, thereby improving the accuracy of problem location, reducing the error rate of judgment, and improving the efficiency of problem handling, thereby providing better services to users; meeting users' needs for precise guidance and improving user experience. BRIEF DESCRIPTION OF THE DRAWINGS

[0035] The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present application and, together with the description, serve to explain the principles of the present application.

[0036] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the following briefly introduces the drawings required for use in the embodiments or the description of the prior art. Obviously, for ordinary technicians in this field, other drawings can be obtained based on these drawings without any creative work.

[0037] Figure 1 A flowchart illustrating the first embodiment of the customer service method based on screen sharing of this application is provided;

[0038] Figure 2 A schematic diagram of a first scenario provided for Example 1 of the customer service method based on screen sharing of this application;

[0039] Figure 3 A schematic diagram of a second scenario provided in Example 1 of the customer service method based on screen sharing of this application;

[0040] Figure 4 A flowchart illustrating the second embodiment of the customer service method based on screen sharing of this application is provided;

[0041] Figure 5 A schematic diagram of the third scenario provided in Example 2 of the customer service method based on screen sharing of this application;

[0042] Figure 6 This is a schematic diagram of the device structure of the hardware operating environment involved in the customer service method based on screen sharing in an embodiment of the present application.

[0043] The purpose, features and advantages of this application will be further explained in conjunction with the embodiments and with reference to the accompanying drawings. DETAILED DESCRIPTION

[0044] It should be understood that the specific embodiments described herein are merely used to explain the technical solutions of the present application and are not intended to limit the present application.

[0045] In order to better understand the technical solution of the present application, a detailed description will be given below in conjunction with the accompanying drawings and specific implementation methods.

[0046] Based on this, the embodiment of the present application provides a customer service method based on screen sharing, referring to Figure 1 , Figure 1 This is a flowchart of the first embodiment of the customer service method based on screen sharing of this application.

[0047] In this embodiment, the customer service method based on screen sharing includes steps S10 to S30:

[0048] Step S10, in response to the customer service request, establishing a connection with the customer service terminal;

[0049] It should be noted that the execution subject of this embodiment can be a user terminal. For the same mobile application, when used by consumers (hereinafter referred to as "users"), it is called a user terminal, and when used by customer service personnel, it is called a customer service terminal (customer service agent terminal).

[0050] When users have questions about the operation of mobile applications, functional difficulties or interface abnormalities, they can initiate customer service requests through the user end, for example, clicking to enter the customer service interface, or clicking the voice call button.

[0051] In response to the customer service request, the user end can initiate a connection request to the customer service end and establish a connection. The way for the user end to establish a connection with the customer service end can be to create a new chat dialog box or to initiate a voice call request to the customer service end; thereby realizing real-time conversation with customer service personnel directly through the built-in instant messaging tool, or initiating telephone communication with customer service through the user end.

[0052] Step S20, in response to turning on the screen sharing function, recording the screen of the local device and transcoding the recorded screen image to obtain a video stream;

[0053] After ensuring that the user side and the customer service side are connected (that is, there is a corresponding customer service staff to provide services), the user can enable the screen sharing function through the user side; for example, clicking the screen sharing button in the customer service interface in the chat dialog box, or, during voice communication with customer service, finding the screen sharing component on the user side and touching the screen sharing component, or, the user may be unable to complete the payment process and after multiple failed attempts, trigger the user side to automatically prompt "Do you need to enable screen sharing to assist in diagnosis?", and the user confirms that the screen needs to be enabled.

[0054] Furthermore, in response to turning on the screen sharing function, the user end records the screen of the local device. Specifically, in order to enable customer service to clearly understand the current problem, the user can repeatedly demonstrate the interface operation process after turning on the screen sharing function on the user end. At this time, by recording the screen of the local device, the problems encountered and the operation process can be intuitively displayed, reducing the difficulty for the user to describe their operation process and problems.

[0055] The local device is the device where the user terminal is located, and the implementation method of recording the screen of the local device can be: calling a specific interface of the operating system, capturing the screen content of the local device through the specific interface, and realizing screen recording.

[0056] Because the original screen recording data is very large and not suitable for direct transmission, frame-by-frame compression to control the resolution to 480P can significantly reduce the data volume, facilitating subsequent data transmission. Furthermore, by transcoding each compressed frame (for example, using H.264 / H.265 encoding), it can be adapted to the playback format of the client.

[0057] It should be noted that if the user establishes a connection with the customer service by creating a new chat dialog box, after enabling the screen sharing function on the user side, the current chat dialog box can be adjusted to floating window mode to facilitate the user to operate other interfaces of the main application without affecting screen recording. If the user establishes a connection with the customer service by initiating a voice call request to the customer service, the user can operate the main application interface while having a voice call with the customer service.

[0058] To ensure the overall performance and stability of the application, refer to Figure 2 , the specific implementation of recording the screen of the local device in response to turning on the screen sharing function may be:

[0059] In response to enabling the screen sharing function, an independent process is started, and the screen of the local device is recorded through the independent process.

[0060] By executing screen recording tasks in an independent process, we can prevent high-load screen recording tasks from interfering with the normal operation of the main application (for example, interface rendering, user interaction, etc.), reducing the impact on the main application's performance, thereby ensuring the smoothness and responsiveness of the main application. Independent processes allow for more flexible resource allocation and management. For example, when resources are limited, the recording process's resource consumption can be reduced by dynamically adjusting the video frame rate or resolution, prioritizing the performance of the main application.

[0061] Moreover, the communication between the main application and the independent process is more reliable. Specifically, the main application can control the recording process (such as starting and stopping) and receive status updates or video stream data from the independent process. If any abnormal situation occurs (such as insufficient memory causing recording failure), the independent process can promptly notify the main application so that appropriate remedial measures can be taken. It can also effectively manage the life cycle of the independent process, including operations such as starting, pausing, resuming and terminating, to ensure the stability of the recording function and resource utilization efficiency.

[0062] Since screen recording is a high-consumption task that involves a large amount of CPU, memory, GPU, and possibly network bandwidth, continuing to run the independent process after the user turns off screen sharing will cause unnecessary system burden. Therefore, after recording the local device screen in response to turning on the screen sharing function, you can also:

[0063] In response to closing the screen sharing function, the independent process is closed and the resources occupied by the independent process are released.

[0064] By promptly closing the independent process and releasing the resources occupied by the independent process, key resources such as memory, video encoder, camera / microphone access permissions can be recovered in a timely manner, and cached data (such as temporary video files and frame buffers) can be cleared to avoid device heating, increased power consumption or application lag due to the continuous running of background processes.

[0065] Step S30: transmitting the video stream to the customer service end so that the customer service end can provide services to the user based on the video stream displayed by the customer service end.

[0066] In this embodiment, by transmitting the video stream to the customer service end, the customer service can view the video stream transmitted by the user end in real time through the customer service end interface (after the customer service end and the user end establish a connection, they enter a specific page, which is used to display the video stream in real time. When the customer service end receives the video stream transmitted by the user end, it is displayed on the front-end page). The customer service can directly observe the user's current operating environment and operating procedures; compared to relying solely on the user's description, this method is more intuitive and accurate, and can help customer service quickly locate problems and provide effective solutions.

[0067] In order to ensure user privacy, the video stream can be transmitted to the client through an encrypted channel. Before transmitting the video stream, the video stream can also be desensitized to prevent personal information leakage.

[0068] Reference Figure 2 In the process of recording the screen of the local device, the subject and access link of the page displayed on the screen can be recorded, a user portrait can be established based on the subject and access link, and service recommendations can be made to the user based on the user portrait.

[0069] Because each user's usage habits, preferences, and needs vary, when recording the local device screen, we can create a user profile based on the topics of the pages the user has visited (such as the type of product to be purchased, the type of service browsed, the topic of information, etc.) and the links visited (for example, product links or service links), and gain a deeper understanding of the user's products of interest.

[0070] By establishing a user profile based on the topics, access links, and frequently visited page types (for example, jumping between different pages, native pages, camera pages, album pages, password pages, and H5 pages (faster loading speed and better interactive effects), we can gain an in-depth understanding of the user's preferred software usage patterns and products of interest, and make service recommendations to the user based on the user profile.

[0071] In this embodiment, by combining text or voice communication with screen sharing, communication efficiency is improved, addressing the pain point of users struggling to clearly describe their problems when operating complex operations or displaying interfaces. Customer service can intuitively and accurately identify problems, provide real-time and precise guidance, and improve the quality of problem resolution. This reduces customer service guesswork and explanations for user issues, increasing user trust and satisfaction with the mobile app.

[0072] Based on the first embodiment of the present application, in the second embodiment of the present application, the same or similar contents as those in the above embodiment 1 can be referred to the above introduction and will not be described in detail later. Figure 4 , step S10 includes steps S01 to S03:

[0073] Step S01, recording the screen of the local device and determining a privacy protection policy in response to triggering a privacy protection mechanism;

[0074] It should be noted that during the recording of the local device screen, the user's screen content may contain sensitive information (such as personal information, payment details, etc.); during the recording of the local device screen, by dynamically identifying sensitive information on the screen and applying appropriate privacy protection strategies (such as blurring, covering specific areas or replacing images), this information can be effectively prevented from being improperly exposed during screen sharing or recording. Figure 3 .

[0075] It should be noted that there are multiple ways to trigger the privacy protection mechanism, and different triggering methods correspond to different privacy protection mechanisms, such as user active protection, App automatic protection, and blacklist protection, etc. Figure 5 Specifically, the triggering method of the privacy protection mechanism includes at least one of the following:

[0076] Obtaining content of the currently displayed page, and determining that a privacy protection mechanism needs to be enabled based on the content of the currently displayed page;

[0077] Turn on the privacy protection switch;

[0078] Request operation for the target display page.

[0079] Specifically, users can independently choose whether to turn on the privacy protection mechanism through the privacy protection switch to enhance the user's sense of control over privacy. The content of the currently displayed page can also be obtained through the mobile application. Based on the content of the currently displayed page and the privacy protection conditions set for sensitive pages (factory default settings), it is determined whether the privacy protection mechanism needs to be turned on. When it comes to pages with private content, it is determined that the privacy protection mechanism needs to be turned on. The server can also configure a blacklist (the blacklist includes the target display page, for example, a request operation for an H5 page), detect a request operation for an H5 page, and detect a request operation for other application pages outside of this application (the application is about to enter the background run), then turn on privacy protection.

[0080] Since there are multiple ways to trigger the privacy protection mechanism, in order to avoid multiple privacy protection mechanisms being triggered at the same time, resulting in process response errors, the specific implementation method of determining the privacy protection policy in response to triggering the privacy protection mechanism can be: in response to triggering the privacy protection mechanism, determining the privacy protection policy based on the association between the privacy protection mechanism and the priority.

[0081] Specifically, a priority can be assigned to each privacy protection mechanism first. For example, the priority of the operation to turn on the privacy protection switch is higher than the priority of determining that the privacy protection mechanism needs to be turned on based on the content of the currently displayed page; the priority of the request operation for the target display page is higher than the priority of determining that the privacy protection mechanism needs to be turned on based on the content of the currently displayed page; the priority of the operation to turn on the privacy protection switch is higher than the priority of the request operation for the target display page.

[0082] Furthermore, in response to triggering the privacy protection mechanism, the network connection status of the local device can be obtained, and the privacy protection policy can be determined based on the association between the privacy protection mechanism and the priority and the network connection status.

[0083] For example, in an environment where the local device is in a public Wi-Fi connection, the priority of determining that the privacy protection mechanism needs to be enabled based on the content of the currently displayed page is higher than the priority of enabling the privacy protection switch; the priority of the request operation for the target display page is higher than the priority of determining that the privacy protection mechanism needs to be enabled based on the content of the currently displayed page; the priority of the request operation for the target display page is higher than the priority of enabling the privacy protection mechanism based on the content of the currently displayed page.

[0084] In addition, when multiple privacy policies are triggered at the same time, an overlay processing method can be used to perform transparency overlay calculations on overlapping privacy areas to ensure the coverage effect of high-priority policies.

[0085] Furthermore, in response to triggering the privacy protection mechanism, the specific implementation of determining the privacy protection policy may be at least one of the following:

[0086] In response to triggering the privacy protection mechanism, when the triggering method is to determine that the privacy protection mechanism needs to be enabled based on the content of the currently displayed page, the tree structure of the target display page is parsed, control nodes containing sensitive data fields are identified based on the tree structure, corresponding virtual placeholder components are generated according to the type of the control nodes, the virtual placeholder components are isolated from the background service through a data channel, a desensitizing rendering instruction is generated, and a privacy protection strategy is determined to dynamically replace the data content in the transcoded display page according to the desensitizing rendering instruction, wherein the placeholder component is used to retain the layout properties and operation event binding relationship of the original control;

[0087] In response to triggering a privacy protection mechanism, when the triggering mode is an operation to turn on a privacy protection switch, determining the privacy protection policy to skip recording of the currently displayed page;

[0088] In response to triggering the privacy protection mechanism, when the triggering mode is a request operation for a target display page, the privacy protection strategy is determined to be performing Gaussian blur processing on the transcoded display page.

[0089] Specifically, when the triggering method is to determine that the privacy protection mechanism needs to be enabled based on the content of the currently displayed page, the independent process can parse the tree structure of the target display page and identify the control nodes containing sensitive data fields based on the tree structure; for example, use XPath (XML Path Language) or CSS (Cascading Style Sheets) selectors to traverse the interface element hierarchy, parse the DOM (Document Object Model) tree structure of the target display page, identify predefined sensitive fields through control attribute tags (such as data-sensitive="true"), and combine regular expressions to match content features (such as credit card number, ID card number format).

[0090] Furthermore, a corresponding virtual placeholder component is generated based on the type of control node. This virtual placeholder component is isolated from the backend service through a data channel, and desensitized rendering instructions are generated. For each identified sensitive data control node, a corresponding virtual placeholder component is generated based on its type. These placeholder components are designed to replace the original sensitive data control while maintaining the original layout properties and operation event bindings, ensuring that the user experience is not affected.

[0091] The data transmission channels between these virtual placeholder components and the background services are isolated to prevent the leakage of real sensitive data. Furthermore, specific desensitizing rendering instructions are created to guide how to replace sensitive data on the page to achieve the purpose of privacy protection.

[0092] Specifically, for text input controls, they can be replaced with a mask character sequence with the same character length; for image display controls, they can be replaced with a grayscale stick figure version generated based on the outline of the original image; for geographic location controls, they can be replaced with a polar coordinate offset icon based on the center point of the map.

[0093] It should be noted that a privacy area operation agent module can also be established on the client side. When the client detects that the customer service staff clicks on the relevant controls involving privacy data, the client can send an operation authorization request to the user side, triggering a pop-up verification on the user side. After the user authorizes, the privacy protection status of the control is temporarily lifted. That is, the user side temporarily changes the privacy protection mechanism for the control, so that in the subsequent screen sharing process, the client can display the privacy data corresponding to the control, which is convenient for the customer service staff to understand.

[0094] A privacy area operation proxy module is established on the client side. When the user side records the screen, the hierarchical tree of interface controls can be synchronously captured, key properties of controls can be extracted, and transmitted to the client side in real time. The client side superimposes a transparent interactive layer on the video screen, dynamically generates operable controls based on metadata, retains the original layout but replaces sensitive content, and maps customer service operation instructions (click / slide) back to the real controls on the user side through the event proxy mechanism, so that the user side can respond to the client's operation instructions and determine whether to display sensitive content on the client.

[0095] In addition, when the trigger method is to turn on the privacy protection switch, the privacy protection policy can be determined to skip recording the currently displayed page. By directly skipping the recording of the currently displayed page, it is ensured that no sensitive information is captured or transmitted, providing the highest level of privacy protection; for example, the user is processing highly sensitive information (such as bank account details, input passwords, etc.) and is worried that this information may be leaked even after blurring. At this time, the user can choose to turn on the privacy protection switch (for example, the floating window privacy switch), and the system will stop recording the current screen content to ensure that all sensitive information is thoroughly protected.

[0096] When the trigger is a request for a target display page, the privacy protection strategy is to perform Gaussian blur processing on the transcoded display page. By applying Gaussian blur processing, sensitive information on the page (such as data in input boxes, bank card numbers, etc.) can be effectively obscured without affecting the overall screen sharing effect, thereby protecting the user's privacy while resolving the problem. Compared to completely prohibiting recording, this method allows users to continue to demonstrate and discuss non-sensitive operation processes, helping customer service staff to more effectively understand and resolve issues while reducing user inconvenience.

[0097] For example, when a user visits the payment confirmation page, they want to share the shopping cart contents and order details with customer service, but do not want to expose their payment information. The system recognizes this as a highly sensitive page and automatically applies Gaussian blur to sensitive areas on the page (such as the credit card number input box), making these specific numbers unreadable while other non-sensitive areas remain clearly visible.

[0098] Step S02: performing privacy protection processing on the recorded screen image based on the privacy protection policy;

[0099] By setting different trigger conditions and corresponding privacy protection policies, the user end can flexibly adjust protection measures according to specific circumstances and perform privacy protection processing on the recorded screen images based on appropriate privacy protection policies; thereby meeting the user's demand for privacy protection without hindering the effective provision of services.

[0100] Step S03: transcode the screen image after the privacy protection processing to obtain a video stream.

[0101] Furthermore, by transcoding the screen image after privacy protection processing, a video stream after privacy protection processing can be obtained; customer service personnel will not see sensitive content from the video stream, thereby improving user privacy security.

[0102] In this embodiment, a privacy protection mechanism is implemented through various means such as user active protection, App automatic protection, and blacklist protection, and customer service personnel are allowed to touch controls that have been processed for privacy protection on the customer service side, and the user side opens permissions, thereby further improving the accuracy of privacy protection.

[0103] It should be noted that the above examples are only used to understand the present application and do not constitute a limitation on the customer service method based on screen sharing of the present application. More simple transformations based on this technical concept are all within the scope of protection of the present application.

[0104] The present application provides a customer service device based on screen sharing, which includes: at least one processor; and a memory communicatively connected to the at least one processor; wherein the memory stores instructions executable by the at least one processor, and the instructions are executed by the at least one processor so that the at least one processor can execute the customer service method based on screen sharing in the above-mentioned embodiment 1.

[0105] Reference below Figure 6 , which shows a schematic diagram of the structure of a customer service device based on screen sharing suitable for implementing the embodiments of the present application. The customer service device based on screen sharing in the embodiments of the present application may include, but is not limited to, mobile terminals such as mobile phones, tablet computers, laptop computers, digital broadcast receivers, PDAs (Personal Digital Assistants), PMPs (Portable Media Players), vehicle-mounted terminals (such as vehicle-mounted navigation terminals), etc., as well as fixed terminals such as digital televisions and desktop computers. Figure 6 The screen sharing-based customer service device shown is merely an example and should not limit the functions and scope of use of the embodiments of the present application.

[0106] like Figure 6As shown, the customer service device based on screen sharing may include a processing device 1001 (e.g., a central processing unit, a graphics processing unit, etc.), which can perform various appropriate actions and processes based on programs stored in a read-only memory (ROM) 1002 or programs loaded from a storage device 1003 into a random access memory (RAM) 1004. Various programs and data required for the operation of the customer service device based on screen sharing are also stored in RAM 1004. Processing device 1001, ROM 1002, and RAM 1004 are connected to each other via a bus 1005. An input / output (I / O) interface 1006 is also connected to the bus. Typically, the following systems can be connected to the I / O interface 1006: input devices 1007 including, for example, a touch screen, touchpad, keyboard, mouse, image sensor, microphone, accelerometer, gyroscope, etc.; output devices 1008 including, for example, a liquid crystal display (LCD), speaker, vibrator, etc.; storage devices 1003 including, for example, a magnetic tape, hard disk, etc.; and communication devices 1009. The communication devices 1009 can allow the customer service device based on screen sharing to communicate with other devices wirelessly or by wire to exchange data. Although the figure shows a customer service device based on screen sharing with various systems, it should be understood that it is not required to implement or have all of the systems shown. More or fewer systems may be implemented or have instead.

[0107] In particular, according to the embodiments disclosed in the present application, the processes described above with reference to the flowcharts can be implemented as computer software programs. For example, the embodiments disclosed in the present application include a computer program product comprising a computer program carried on a computer-readable medium, the computer program comprising program code for executing the method shown in the flowchart. In such an embodiment, the computer program can be downloaded and installed from a network via a communication device, or installed from a storage device 1003, or installed from a ROM 1002. When the computer program is executed by the processing device 1001, the above-mentioned functions defined in the method of the embodiment disclosed in the present application are executed.

[0108] The screen-sharing-based customer service device provided in this application, which employs the screen-sharing-based customer service method of the above-described embodiment, can address the technical issues related to the difficulty of customer service support mechanisms for mobile applications in meeting users' needs for precise guidance, resulting in a poor user experience. Compared to the prior art, the beneficial effects of the screen-sharing-based customer service device provided in this application are the same as those of the screen-sharing-based customer service method of the above-described embodiment, and the other technical features of the screen-sharing-based customer service device are the same as those disclosed in the previous embodiment, and are not further elaborated here.

[0109] It should be understood that the various parts disclosed in this application can be implemented using hardware, software, firmware, or a combination thereof. In the description of the above embodiments, specific features, structures, materials, or characteristics can be combined in any one or more embodiments or examples in a suitable manner.

[0110] The above description is merely a specific embodiment of the present application, but the scope of protection of the present application is not limited thereto. Any changes or substitutions that can be easily conceived by a person skilled in the art within the technical scope disclosed in this application should be included in the scope of protection of this application. Therefore, the scope of protection of this application should be based on the scope of protection of the claims.

[0111] The present application provides a computer-readable storage medium having computer-readable program instructions (ie, a computer program) stored thereon, and the computer-readable program instructions are used to execute the customer service method based on screen sharing in the above embodiment.

[0112] The computer-readable storage medium provided in this application may be, for example, a USB flash drive, but is not limited to electrical, magnetic, optical, electromagnetic, infrared, or semiconductor systems, systems or devices, or any combination thereof. More specific examples of computer-readable storage media may include, but are not limited to: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination thereof. In this embodiment, the computer-readable storage medium may be any tangible medium that contains or stores a program that can be used by or in conjunction with an instruction execution system, system or device. The program code contained on the computer-readable storage medium may be transmitted using any appropriate medium, including but not limited to: wires, optical cables, RF (Radio Frequency), etc., or any suitable combination thereof.

[0113] The computer-readable storage medium may be included in the customer service device based on screen sharing; or may exist independently without being assembled into the customer service device based on screen sharing.

[0114] The computer-readable storage medium carries one or more programs. When the one or more programs are executed by the customer service device based on screen sharing, the customer service device based on screen sharing executes the customer service method based on screen sharing.

[0115] Computer program code for performing the operations of the present application may be written in one or more programming languages, or a combination thereof, including object-oriented programming languages ​​such as Java, Smalltalk, C++, and conventional procedural programming languages ​​such as "C" or similar programming languages. The program code may be executed entirely on the user's computer, partially on the user's computer, as a stand-alone software package, partially on the user's computer and partially on a remote computer, or entirely on the remote computer or server. In cases involving a remote computer, the remote computer may be connected to the user's computer through any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computer (e.g., through the Internet using an Internet service provider).

[0116] The flow charts and block diagrams in the accompanying drawings illustrate the possible architecture, functions and operations of the systems, methods and computer program products according to the various embodiments of the present application. In this regard, each box in the flow chart or block diagram can represent a module, program segment or a part of code, and the module, program segment or a part of code contains one or more executable instructions for realizing the prescribed logical functions. It should also be noted that in some alternative implementations, the functions marked in the box can also occur in a different order than that marked in the accompanying drawings. For example, two boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each box in the block diagram and / or flow chart, and the combination of the boxes in the block diagram and / or flow chart can be implemented by a dedicated hardware-based system that performs the prescribed function or operation, or can be implemented by a combination of dedicated hardware and computer instructions.

[0117] The modules described in the embodiments of the present application may be implemented in software or hardware, wherein the name of a module does not necessarily limit the unit itself.

[0118] The readable storage medium provided in this application is a computer-readable storage medium, which stores computer-readable program instructions (i.e., a computer program) for executing the above-mentioned customer service method based on screen sharing. This computer-readable storage medium can solve the technical problem that the customer service support mechanism of mobile applications cannot meet users' needs for precise guidance, resulting in poor user experience. Compared with the prior art, the beneficial effects of the computer-readable storage medium provided in this application are the same as those of the customer service method based on screen sharing provided in the above-mentioned embodiment, and will not be elaborated here.

[0119] The present application also provides a computer program product, including a computer program, which implements the steps of the above-mentioned customer service method based on screen sharing when executed by a processor.

[0120] The computer program product provided in this application can address the technical issue of mobile application customer service support mechanisms failing to meet users' needs for precise guidance, resulting in a poor user experience. Compared to the prior art, the beneficial effects of the computer program product provided in this application are the same as those of the screen-sharing-based customer service method provided in the aforementioned embodiments, and are not further elaborated here.

[0121] The above description is only part of the embodiments of the present application and does not limit the patent scope of the present application. All equivalent structural transformations made by using the contents of the present application specification and drawings under the technical concept of the present application, or direct / indirect application in other related technical fields are included in the patent protection scope of the present application.

Claims

1. A customer service method based on screen sharing, characterized in that: Applied to a user terminal, the method includes: Responding to customer service requests, establishing a connection with the customer service end; In response to enabling the screen sharing function, the screen of the local device is recorded, and the recorded screen image is transcoded to obtain a video stream; The video stream is transmitted to the customer service end so that the customer service end can provide services to the user based on the video stream displayed by the customer service end.

2. The method according to claim 1, wherein The step of recording the screen of the local device and transcoding the recorded screen image to obtain a video stream includes: Recording the screen of a local device and determining a privacy protection policy in response to triggering a privacy protection mechanism; Based on the privacy protection policy, performing privacy protection processing on the recorded screen image; The screen image after privacy protection processing is transcoded to obtain a video stream.

3. The method according to claim 2, wherein The privacy protection mechanism may be triggered in a variety of ways, and different triggering ways correspond to different privacy protection mechanisms. The step of determining a privacy protection policy in response to triggering the privacy protection mechanism includes: In response to triggering the privacy protection mechanism, a privacy protection policy is determined based on an association between the privacy protection mechanism and the priority.

4. The method according to claim 2, wherein The triggering method of the privacy protection mechanism includes at least one of the following: Obtaining content of the currently displayed page, and determining that a privacy protection mechanism needs to be enabled based on the content of the currently displayed page; Turn on the privacy protection switch; Request operation for the target display page.

5. The method according to claim 4, wherein The step of determining a privacy protection policy in response to triggering the privacy protection mechanism includes at least one of the following: In response to triggering the privacy protection mechanism, when the triggering method is to determine that the privacy protection mechanism needs to be enabled based on the content of the currently displayed page, the tree structure of the target display page is parsed, control nodes containing sensitive data fields are identified based on the tree structure, corresponding virtual placeholder components are generated according to the type of the control nodes, the virtual placeholder components are isolated from the background service through a data channel, a desensitizing rendering instruction is generated, and a privacy protection strategy is determined to dynamically replace the data content in the transcoded display page according to the desensitizing rendering instruction, wherein the placeholder component is used to retain the layout properties and operation event binding relationship of the original control; In response to triggering a privacy protection mechanism, when the triggering mode is an operation to turn on a privacy protection switch, determining the privacy protection policy to skip recording of the currently displayed page; In response to triggering the privacy protection mechanism, when the triggering mode is a request operation for a target display page, the privacy protection strategy is determined to be performing Gaussian blur processing on the transcoded display page.

6. The method according to any one of claims 1 to 5, characterized in that The step of recording the screen of the local device in response to enabling the screen sharing function includes: In response to enabling the screen sharing function, starting an independent process, and recording the screen of the local device through the independent process; After the step of recording the screen of the local device in response to turning on the screen sharing function, the method further includes: In response to closing the screen sharing function, the independent process is closed and the resources occupied by the independent process are released.

7. The method according to any one of claims 1 to 5, characterized in that During the process of recording the screen of the local device, the subject and access link of the page displayed on the screen are recorded, a user profile is established based on the subject and access link, and service recommendations are made to the user based on the user profile.

8. A customer service device based on screen sharing, characterized in that: The device includes: a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the computer program is configured to implement the steps of the customer service method based on screen sharing according to any one of claims 1 to 7.

9. A storage medium, characterized in that: The storage medium is a computer-readable storage medium, and a computer program is stored on the storage medium. When the computer program is executed by a processor, the steps of the customer service method based on screen sharing as described in any one of claims 1 to 7 are implemented.

10. A computer program product, characterized in that The computer program product includes a computer program, and when the computer program is executed by a processor, the steps of the customer service method based on screen sharing according to any one of claims 1 to 7 are implemented.

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