Interaction method, device, equipment, medium and program product

Abstract

The embodiment of the invention provides an interaction method and device, equipment, a medium and a program product. The method comprises the following steps: displaying a first control in a first page; in response to a trigger operation of the first control, displaying a second page, and displaying a candidate control set in the second page, the candidate control set being used for triggering an input operation of multi-modal information, and the multi-modal information comprising data of at least one of a text, a voice and a picture; and in response to a trigger operation of the candidate control set, determining question information based on data of at least one mode of texts, voices and pictures, and displaying response information corresponding to the question information on the online customer service page. According to the embodiment of the invention, a problem input mode is converted into a multi-modal interaction mode from a text input mode, the problem information is determined by understanding the data of at least one modal of the text, the voice and the picture, and the problem that the problem solving efficiency is affected due to the fact that the problem is difficult to accurately describe in the related technology is solved.

Description

Technical Field

[0001] This disclosure relates to computer technology, and more particularly to an interactive method, apparatus, device, medium, and program product. Background Technology

[0002] With the development of computer technology, customer service has taken on various forms. For example, customer service can be divided into human customer service and online customer service, with online customer service becoming increasingly widely used due to its rapid response capabilities. Current online customer service interaction methods require users to accurately describe their problems in order to provide an accurate response. This interaction method places high demands on users' textual description skills; some users may find it difficult to accurately describe their problems and may need to interact multiple times to obtain a satisfactory solution, or wait for human customer service to help resolve the issue. Summary of the Invention

[0003] This disclosure provides an interactive method, apparatus, device, medium, and program product, which can provide an optimized interaction method and improve problem-solving efficiency.

[0004] In a first aspect, embodiments of this disclosure provide an interaction method, including:

[0005] The first control is displayed on the first page, and the first control is the entry point to the online customer service page;

[0006] In response to the triggering operation of the first control, a second page is displayed, and a set of candidate controls is displayed on the second page. The set of candidate controls is used to trigger the input operation of multimodal information, and the multimodal information includes data of at least one modality among text, voice, and image.

[0007] In response to the triggering operation of the candidate control set, the problem information is determined based on data from at least one modality among the text, voice, and image, and the response information corresponding to the problem information is displayed on the online customer service page.

[0008] Secondly, embodiments of this disclosure also provide an interactive device, the device comprising:

[0009] The first display module is used to display the first control on the first page, wherein the first control is the entry point to the online customer service page;

[0010] The second display module is used to display a second page in response to the triggering operation of the first control, and to display a set of candidate controls on the second page. The set of candidate controls is used to trigger the input operation of multimodal information, and the multimodal information includes data of at least one modality among text, voice and image.

[0011] The third display module is used to respond to the triggering operation of the candidate control set, determine the problem information based on the data of at least one modality among the text, voice, and image, and display the response information corresponding to the problem information on the online customer service page.

[0012] Thirdly, embodiments of this disclosure also provide an electronic device, the electronic device comprising:

[0013] One or more processors;

[0014] Storage device for storing one or more programs.

[0015] When the one or more programs are executed by the one or more processors, the one or more processors implement the interactive method as described in any embodiment of this disclosure.

[0016] Fourthly, embodiments of this disclosure also provide a storage medium containing computer-executable instructions, which, when executed by a computer processor, are used to perform the interactive method as described in any embodiment of this disclosure.

[0017] Fifthly, embodiments of this disclosure also provide a computer program product, including a computer program that, when executed by a processor, implements the interactive method as described in any embodiment of this disclosure.

[0018] This disclosure provides an interactive method, apparatus, device, medium, and program product. By displaying a first control on a first page, which serves as the entry point to an online customer service page, the entry depth can be shortened, allowing for a more intuitive display of the online customer service page's entry point. In response to a triggering operation of the first control, a second page is displayed, showcasing a set of candidate controls. This set of candidate controls is used to trigger input operations for multimodal information, where the multimodal information includes data in at least one modality: text, voice, and images. In response to a triggering operation of the candidate control set, question information is determined based on the data in at least one modality of text, voice, and images. The corresponding response information is then displayed on the online customer service page. This transforms the question input method from text input to a multimodal interactive method. By understanding data in at least one modality of text, voice, and images to determine the question information, it solves the problem in related technologies where accurately describing the problem affects problem-solving efficiency. It simplifies the difficulty of question input, improves the accuracy of problem description, and enhances problem-solving efficiency. Attached Figure Description

[0019] The above and other features, advantages, and aspects of the embodiments of this disclosure will become more apparent from the accompanying drawings and the following detailed description. Throughout the drawings, the same or similar reference numerals denote the same or similar elements. It should be understood that the drawings are schematic, and the originals and elements are not necessarily drawn to scale.

[0020] Figure 1 A flowchart illustrating an interactive method provided in an embodiment of this disclosure;

[0021] Figure 2 A schematic diagram of a second page provided for an embodiment of this disclosure;

[0022] Figure 3 This is a schematic diagram of another second page provided as an embodiment of the present disclosure;

[0023] Figure 4 A schematic diagram illustrating an image-based interactive method provided in an embodiment of this disclosure;

[0024] Figure 5 A schematic diagram illustrating another image-based interactive method provided in an embodiment of this disclosure;

[0025] Figure 6 A flowchart illustrating another interactive method provided in an embodiment of this disclosure;

[0026] Figure 7 This is a schematic diagram illustrating yet another image-based interactive method provided in an embodiment of this disclosure;

[0027] Figure 8 A flowchart illustrating yet another interactive method provided in an embodiment of this disclosure;

[0028] Figure 9 This is a schematic diagram illustrating yet another image-based interactive method provided in an embodiment of this disclosure;

[0029] Figure 10 This is a schematic diagram of an interactive device structure provided in an embodiment of the present disclosure;

[0030] Figure 11 This is a schematic diagram of the structure of an electronic device provided in an embodiment of this disclosure. Detailed Implementation

[0031] Embodiments of this disclosure will now be described in more detail with reference to the accompanying drawings. While some embodiments of this disclosure are shown in the drawings, it should be understood that this disclosure can be implemented in various forms and should not be construed as limited to the embodiments set forth herein. Rather, these embodiments are provided to provide a more thorough and complete understanding of this disclosure. It should be understood that the accompanying drawings and embodiments of this disclosure are for illustrative purposes only and are not intended to limit the scope of protection of this disclosure.

[0032] It should be understood that the steps described in the method embodiments of this disclosure may be performed in different orders and / or in parallel. Furthermore, the method embodiments may include additional steps and / or omit the steps shown. The scope of this disclosure is not limited in this respect.

[0033] The term "comprising" and its variations as used herein are open-ended inclusions, meaning "including but not limited to". The term "based on" means "at least partially based on". The term "one embodiment" means "at least one embodiment"; the term "another embodiment" means "at least one additional embodiment"; the term "some embodiments" means "at least some embodiments". Definitions of other terms will be given in the description below.

[0034] It should be noted that the concepts of "first" and "second" mentioned in this disclosure are used only to distinguish different devices, modules or units, and are not used to limit the order of functions performed by these devices, modules or units or their interdependencies.

[0035] It should be noted that the terms "a" and "a plurality of" used in this disclosure are illustrative rather than restrictive, and those skilled in the art should understand that, unless otherwise expressly indicated in the context, they should be understood as "one or more".

[0036] The names of messages or information exchanged between multiple devices in the embodiments of this disclosure are for illustrative purposes only and are not intended to limit the scope of such messages or information.

[0037] It is understood that before using the technical solutions disclosed in the various embodiments of this disclosure, users should be informed of the types, scope of use, and usage scenarios of the personal information involved in this disclosure in an appropriate manner in accordance with relevant laws and regulations, and user authorization should be obtained.

[0038] For example, upon receiving a user's active request, a prompt message is sent to the user to explicitly inform them that the requested operation will require the acquisition and use of the user's personal information. This allows the user to independently choose whether to provide personal information to the software or hardware, such as the electronic device, application, server, or storage medium performing the operations of this disclosed technical solution, based on the prompt message.

[0039] As an optional but non-limiting implementation, in response to a user's active request, sending a prompt message to the user can be done via a pop-up window, where the prompt message can be presented in text format. Furthermore, the pop-up window can also include a selection control allowing the user to choose "agree" or "disagree" to provide personal information to the electronic device.

[0040] It is understood that the above notification and user authorization process are merely illustrative and do not constitute a limitation on the implementation of this disclosure. Other methods that comply with relevant laws and regulations may also be applied to the implementation of this disclosure.

[0041] It is understood that the data involved in this technical solution (including but not limited to the data itself, the acquisition or use of the data) shall comply with the requirements of relevant laws, regulations and related provisions.

[0042] Figure 1 This is a flowchart illustrating an interactive method provided in an embodiment of the present disclosure. This embodiment is applicable to online customer service interactions, such as scenarios where users consult online customer service. The method can be executed by an interactive device, which can be implemented in the form of software and / or hardware. Optionally, it can be implemented by an electronic device, such as a mobile terminal, a PC, or a server.

[0043] like Figure 1 As shown, the method includes:

[0044] S110. Display a first control on the first page, wherein the first control is the entry point to the online customer service page.

[0045] The first page can be an interactive page representing different business scenarios within the application. For example, business scenarios include situations where consumers or creators use specific services of the application. Specific services include at least one of the following: content creation services, e-commerce services, media content services, and financial services.

[0046] The first control represents the entry point to the online customer service page. For example, the first control could be a floating window or similar control. Displaying the entry point to the online customer service page as a floating window on the first page avoids affecting the layout of the first page and shortens the entry depth of the online customer service, avoiding the inconvenience of accessing online customer service through a long access path from the sidebar.

[0047] In this embodiment, the online customer service is a client application that uses artificial intelligence technology to generate problem solutions. By identifying the page information that generates the problem, it accurately predicts the questions the user may ask. By inputting problem description data through multimodal interaction, and determining the user's possible questions based on the problem description data, it simplifies the difficulty of question input.

[0048] For example, in response to a question or preset trigger gesture associated with the first page, the first control is displayed on the first page, the first control including a preset icon.

[0049] The issues associated with the first page include problem prompts appearing on the first page, and / or operational issues such as lag or crashes on the first page. For example, if a problem prompt or / or an operational issue such as lag or crashes associated with the first page is detected, a first control is displayed on the first page. This first control could be a floating window. A preset icon is displayed within the floating window. The preset icon is a pre-set icon used to represent online customer service.

[0050] S120. In response to the triggering operation of the first control, a second page is displayed, and a set of candidate controls is displayed on the second page. The set of candidate controls is used to trigger the input operation of multimodal information, and the multimodal information includes data of at least one modality among text, voice, and image.

[0051] The second page is an interactive page triggered by the action of the first control. The triggering actions of the first control include clicking or long-pressing. The candidate control set includes at least one of a second, third, and fourth control, wherein the second control is used to trigger image input, the third control is used to trigger text input, and the fourth control is used to trigger voice input. In this embodiment, the question input format for online customer service is expanded from simple text input to a multimodal interaction method combining text, voice, and images, reducing the difficulty of question input.

[0052] It should be noted that different types of triggering operations invoke different second pages. Interactive operations on different second pages invoke different online customer service pages. In some embodiments, the second page includes a second control, a third control, and multiple first candidate questions, etc. The online customer service page displayed when an interactive operation on the second page triggers the interaction page in the context of online customer service instant messaging. The interaction page in the context of online customer service instant messaging displays a text input box for the user to input a description of the problem. In other embodiments, the second page includes a fourth control, etc. The online customer service page displayed when an interactive operation on the second page triggers the interaction page in the context of online customer service voice call service. The interaction page in the context of online customer service voice call service displays a voice input control, etc.

[0053] For example, in response to a triggering operation of the first control, a second page is displayed, showing a set of candidate controls. This includes: in response to a click operation of the first control, displaying the second page, showing multiple first candidate questions, the second control, and the third control, wherein the first candidate questions are used to determine the question information. This embodiment of the disclosure, by displaying multiple first candidate questions, the second control, and the third control on a second page, enables the direct determination of question information through the first candidate questions, or the determination of question information through an image input via the second control and / or text input via the third control. This enriches the input methods for question information and reduces the complexity of question input for online customer service.

[0054] By understanding the content of the first page through a multimodal model, the current business scenario of the user is determined. Based on common problems in the business scenario and the current user's interaction history with the business scenario, multiple questions that the current user may ask are selected from a preset question library as first candidate questions.

[0055] For example, the second page is displayed, showing multiple first candidate questions, including:

[0056] The second page is displayed on top of the first page, and the business scenario corresponding to the first page is determined based on the page content of the first page. Multiple first candidate questions are determined based on a preset question library corresponding to the business scenario and the current user's interaction history with the business scenario. These multiple first candidate questions are then displayed on the second page. This embodiment of the disclosure combines the page content of the first page to determine the current user's business scenario, and combines the preset question library corresponding to the business scenario and the current user's interaction history with the business scenario to determine multiple first candidate questions. This allows for the generation of multiple first candidate questions for the user to choose from before the user inputs a question, reducing the difficulty of question input.

[0057] The pre-set question library corresponding to each business scenario includes historical questions whose consultation frequency exceeds a set threshold under that business scenario. Different business scenarios correspond to different pre-set question libraries. Interaction history information represents the current user's interaction information with the current business scenario. For example, interaction history information can include the frequency of the current user's interaction with the current business scenario.

[0058] In some embodiments, the candidate priority of questions in a preset question library corresponding to a business scenario is determined based on interaction history information associated with the business scenario. For example, for new users in a business scenario, questions in the preset question library about how to use the business scenario have a higher priority. For existing users in a business scenario, questions in the preset question library about common usage questions in the business scenario have a higher priority.

[0059] In this embodiment, the priority of questions in a preset question bank corresponding to the business scenario can be determined based on the current user's interaction history information. Multiple questions are then selected from the preset question bank based on these priorities as multiple first candidate questions. These multiple first candidate questions are then displayed on a second page.

[0060] Figure 2 This is a schematic diagram of a second page provided as an embodiment of this disclosure. (As shown...) Figure 2 As shown, a first control 220 is displayed on a first page 210. In response to a click on the first control 220 on the first page 210, a second page 230 is displayed on top of the first page 210. For example, the second page 230 may be a mask or overlay. Multiple first candidate questions 240, a second control 250, and a third control 260 are displayed on the second page 230. In some embodiments, the second control 250 includes an image control 251 and a screen recognition control 252.

[0061] Optionally, in response to the triggering operation of the plurality of first candidate questions, the problem information is determined based on the triggered first candidate questions, and the response information corresponding to the problem information is displayed on the online customer service page. In this embodiment of the disclosure, when the plurality of first candidate questions includes the problem information that the current user needs to consult, the user can directly click on the corresponding first candidate question to jump to the online customer service page, where the clicked first candidate question and its corresponding response information are displayed. This eliminates the need for the user to describe the problem information again, improving problem-solving efficiency. It should be noted that the online customer service page is an interactive page in the context of online customer service instant messaging services.

[0062] See Figure 2 In response to the triggering operation of multiple first candidate questions 240 in the second page 230, the triggered first candidate questions 240 are used as question information 270. The response information 290 corresponding to the question information 270 is determined. The online customer service page 280 is displayed, showing the question information 270 and the corresponding response information 290.

[0063] In other embodiments, in response to a triggering operation of the first control, a second page is displayed, showing a set of candidate controls, including:

[0064] In response to a long press operation of the first control, the second page is displayed on top of the first page, and the fourth control is displayed on the second page.

[0065] Figure 3 This is a schematic diagram of another second page provided as an embodiment of this disclosure. (See diagram below.) Figure 3As shown, a first control 320 is displayed on the first page 310. In response to a long press operation on the first control 320 on the first page 310, a second page 330 is displayed. A fourth control 340 is displayed on the second page 330. In some embodiments, the second page 330 further includes a cancel control 350 and preset text 360. In some embodiments, pressing and holding the fourth control 340 while inputting voice information, and releasing the fourth control 340, displays the online customer service page 370. Based on the voice information, problem information is determined, and corresponding response information 380 is determined. The response information 380 is displayed on the online customer service page 370. In some embodiments, in response to a trigger operation on the cancel control 350, the user returns to the first page 310.

[0066] S130. In response to the triggering operation of the candidate control set, determine the problem information based on the data of at least one modality among the text, voice, and image, and display the response information corresponding to the problem information on the online customer service page.

[0067] The problem information represents the issue that the user is seeking help from online customer service to resolve. For example, problem information may include questions related to services such as creative writing, e-commerce, media content, and financial services. The response information can be the solutions provided by online customer service in response to the problem information.

[0068] For example, in response to a triggering operation of the candidate control set, determining question information based on data from at least one modality among text, voice, and image includes: in response to a triggering operation of the second control, displaying an input image and at least one second candidate question corresponding to the image content of the input image; and in response to a triggering operation of the at least one second candidate question, determining the question information based on the triggered second candidate question.

[0069] The second candidate question represents a question that the current user might ask, predicted by understanding the image content of the input image through a multimodal model. For example, the second candidate question can be determined based on error messages in a screenshot of media data on the first page. In some embodiments, the screenshot of media data can be an image uploaded by the current user. Alternatively, the screenshot of media data can also be an image obtained through screen recognition. Or, the screenshot of media data can also be an image taken by the current user.

[0070] For example, in response to a triggering action of an image control on the second page, an image from the local resource library or a captured image is retrieved and displayed as the input image. This input image is then fed into a multimodal model, which interprets the image content and outputs multiple potential second-option questions that the user might ask. Figure 4 This is a schematic diagram illustrating an image-based interactive method provided in an embodiment of this disclosure. Figure 4As shown, clicking the image control 420 on the second page 410 allows selecting an image from the local resource library, taking a picture, or taking a screenshot to determine the input image 430, which is then displayed. In some embodiments, the input image 430 is a screenshot of the session page. The input image 430 includes session-related service information, such as error message information. A problem display area 440 is displayed above the input image 430. Multiple second candidate problems 450 are displayed in the problem display area 440. In response to the triggering operation of the multiple second candidate problems 450, problem information 460 is determined based on the triggered second candidate problems. An online customer service page 470 is displayed, showing the problem information 460 and the corresponding response information 480.

[0071] In some cases, if the input image contains multiple service information entries, it can be difficult to accurately generate a second candidate question. To improve the accuracy of question input, users can select the image area containing the service information associated with the intended inquiry and enter a descriptive text of the intended inquiry. This allows the question information to be determined based on the selected image area and the input text, thus reducing the difficulty of question input.

[0072] For example, in response to the selection operation of the input image, a border is added to the selected image area in the input image, and an input box is displayed in the display area of ​​the at least one second candidate question. In response to the interaction operation of the input box, the question information is determined based on the input text in the input box and the image content of the image area. In this embodiment of the disclosure, by adding a border to the selected image area in the input image, the selected image content in the input image can be displayed intuitively. In addition, by selecting the image area, service information associated with the expected consultation question can be marked. By displaying an input box in the display area of ​​at least one second candidate question, the user can enter the question text in the input box. By performing text recognition on the service information of the selected image area, the text recognition result of the selected image area is obtained, and the question information is determined by combining the text recognition result and the input text.

[0073] Figure 5 This is a schematic diagram illustrating another image-based interactive method provided in an embodiment of this disclosure. Figure 5Clicking the screen recognition control 520 on the second page 510 retrieves a screenshot of the media data from the first page, which is used as the input image 530. In response to the selection operation of the input image 530, a border 540 is added to the selected image area within the input image 530. A question display area 550 is displayed above the input image 530, containing an input box 560 and a send control 570. In response to the interaction with the input box 560, input text 580 is displayed within it. In response to the triggering operation of the send control 570, the input text 580 and the image content of the image area are input into a multimodal model, and the response information 5110 output by the multimodal model is obtained, displaying the online customer service page 5100. The online customer service page 5100 displays the input image 530, the input text 590, and the response information 5110.

[0074] It should be noted that the processing method for inputting images via image controls and screen recognition controls is similar; the only difference is the method of acquiring the image.

[0075] Optionally, in response to the triggering operation of the fourth control, voice information is acquired. In response to the sending operation of the voice information, the online customer service page is displayed. The online customer service page in this embodiment is an interactive page in the voice call service scenario of online customer service. In response to the triggering operation of the fourth control, voice information is acquired. The voice information is the voice description information of the current user regarding the expected inquiry. In response to the sending operation of the voice information, the voice information is input into a multimodal model, the multimodal model understands the voice information to determine the question information, and the response information corresponding to the question information is displayed on the online customer service page.

[0076] The technical solution of this disclosure embodiment, by displaying a first control on a first page, which serves as the entry point to the online customer service page, can shorten the entry depth and achieve an intuitive display of the online customer service page entry point. In response to the triggering operation of the first control, a second page is displayed, showing a set of candidate controls. This set of candidate controls is used to trigger the input operation of multimodal information, wherein the multimodal information includes data in at least one modality selected from text, voice, and images. In response to the triggering operation of the candidate control set, question information is determined based on the data in at least one modality selected from text, voice, and images. The corresponding response information is then displayed on the online customer service page. This transforms the question input method from text input to a multimodal interaction method. By understanding data in at least one modality selected from text, voice, and images to determine the question information, it solves the problem in related technologies where it is difficult to accurately describe the problem, thus affecting the efficiency of problem solving. It simplifies the difficulty of question input, improves the accuracy of problem description, and enhances the efficiency of problem solving.

[0077] Figure 6This is a flowchart illustrating another interactive method provided by an embodiment of the present disclosure. Based on the above embodiments, this embodiment of the present disclosure additionally specifies the step of inputting a question in the form of a page screenshot.

[0078] like Figure 6 As shown, the method includes:

[0079] S610. In response to a preset trigger gesture, a first control is displayed on the first page, the first control including a preset icon.

[0080] S620. In response to the screenshot operation of the first page, the screenshot content is displayed in the first control, wherein the screenshot content represents a screenshot of media data in the first page.

[0081] The screenshot operation can be triggered by a screenshot shortcut key or a preset screenshot gesture to obtain media data from the first page.

[0082] For example, in response to a screenshot action on the first page, the preset icon in the first control is switched to the screenshot content. By displaying the screenshot content in the first control, images related to the user's current inquiry can be presented intuitively.

[0083] S630. In response to the triggering operation of the first control, the online customer service page is displayed, and the screenshot content is displayed on the online customer service page.

[0084] For example, in response to the triggering operation of the first control, an online customer service page is displayed, and a screenshot is shown on the online customer service page, enabling users to access the online customer service page with a screenshot, thus enriching the ways to reach customers in online customer service scenarios. Then, the current user can enter a problem description through the text input box on the online customer service page. The response information for the problem is determined based on the problem description and the screenshot. The screenshot, the problem information, and the response information for the problem information are then displayed on the online customer service page.

[0085] Figure 7 This is a schematic diagram illustrating yet another image-based interactive method provided in an embodiment of this disclosure. Figure 7As shown, a first control 720 is displayed on the first page 710, and a preset icon 730 is displayed in the first control 720. In response to a screenshot operation on the first page 710, the preset icon 730 in the first control 720 is switched to screenshot content 740. In response to a trigger operation on the first control 720, an online customer service page 750 is displayed, and the screenshot content 740 is displayed on the online customer service page 750. In response to a text input operation in the input box 760 on the online customer service page 750, problem description information 770 is displayed in the input box. In response to a sending operation of the problem description information 770, the problem description information 770 is displayed on the online customer service page 750. Based on the problem description information 770 and the screenshot content 740, response information 780 is determined and displayed on the online customer service page 750.

[0086] The technical solution of this disclosure embodiment can intuitively display images related to the question that the current user needs to consult by displaying screenshot content in the first control. In response to the trigger operation of the first control, the online customer service page is displayed, and the screenshot is displayed on the online customer service page. This realizes that the question information is carried to the online customer service page through the screenshot content, which enriches the way online customer service scenarios are reached and improves the user experience.

[0087] Figure 8 This is a flowchart illustrating another interactive method provided by an embodiment of the present disclosure. Based on the above embodiments, this embodiment of the present disclosure further specifies the method of generating a second candidate question from a screenshot of the page for the user to select.

[0088] like Figure 8 As shown, the method includes:

[0089] S810, in response to a preset trigger gesture, a first control is displayed on the first page, the first control including a preset icon.

[0090] For example, media data is displayed on the first page. If the user encounters a problem during the playback of the media data on the first page, the current user can trigger the display of the first control by entering a preset trigger gesture.

[0091] S820. In response to the screenshot operation of the first page, the screenshot content is displayed in the first control, wherein the screenshot content represents a screenshot of media data in the first page.

[0092] For example, in response to a screenshot operation on the first page, a screenshot is taken of the media data on the first page to obtain the screenshot content. The screenshot content is then displayed in the first control.

[0093] S830. In response to the triggering operation of the first control, an input box is displayed on the upper layer of the first page, and the screenshot content, the question information and the send control are displayed in the input box, wherein the question information includes a second candidate question and / or question description information corresponding to the screenshot content.

[0094] The second candidate question is associated with at least one of the screenshot content, the playback status of the media data, and the historical interaction information of the media data. For example, a second candidate question involving suspected content violations can be generated by understanding the screenshot content. And / or, a second candidate question involving playback stuttering or other operational issues can be generated based on the playback status of the media data on the first page. And / or, a second candidate question can be generated based on at least one of the following: the number of likes, comments, and favorites of the media data on the first page.

[0095] Figure 9 This is a schematic diagram illustrating yet another image-based interactive method provided in an embodiment of this disclosure. Figure 9 As shown, an input box 920 is displayed above the first page 910. The input box 920 displays multiple second candidate questions 930, screenshot content 940, and a send control 950. If the multiple second candidate questions do not include the question the user currently needs to ask, the user can enter a description of the question 960 through the input box 920.

[0096] S840. In response to the triggering operation of the sending control, the online customer service page is displayed, showing the screenshot content, the problem information, and the response information corresponding to the problem information.

[0097] The technical solution of this disclosure embodiment, in response to a trigger operation of a first control, performs screenshot processing on media data in a first page and displays the screenshot content in the first control. In response to the trigger operation of the first control, an input box is displayed on the upper layer of the first page. The input box displays the screenshot content, question information, and a send control. The question information includes a second candidate question and / or question description information. Since the screenshot content is image data reflecting the question, a second candidate question is generated based on the screenshot content. This second candidate question serves as an alternative question for the user to directly select, simplifying the question input difficulty and enriching the question input methods.

[0098] Figure 10 This is a schematic diagram of an interactive device structure provided in an embodiment of the present disclosure. It is implemented using an electronic device, which may be a mobile terminal, a PC, or a server, etc. Figure 10 As shown, the device includes: a first display module 1010, a second display module 1020, and a third display module 1030.

[0099] The first display module 1010 is used to display a first control on the first page, wherein the first control is the entry point to the online customer service page;

[0100] The second display module 1020 is used to display a second page in response to the triggering operation of the first control, and to display a set of candidate controls on the second page. The set of candidate controls is used to trigger the input operation of multimodal information, and the multimodal information includes data of at least one modality among text, voice and image.

[0101] The third display module 1030 is used to respond to the triggering operation of the candidate control set, determine the problem information based on the data of at least one modality among the text, voice, and image, and display the response information corresponding to the problem information on the online customer service page.

[0102] Optionally, the candidate control set includes at least one of a second control, a third control, and a fourth control, wherein the second control is used to trigger an image input operation, the third control is used to trigger a text input operation, and the fourth control is used to trigger a voice input operation.

[0103] Optionally, the second display module 1020 is specifically used for:

[0104] In response to a click on the first control, a second page is displayed, showing multiple first candidate questions, the second control, and the third control, wherein the first candidate questions are used to determine the question information.

[0105] Optionally, the second page is displayed, showing multiple first candidate questions, including:

[0106] The second page is displayed on top of the first page, and the business scenario corresponding to the first page is determined based on the page content of the first page;

[0107] The plurality of first candidate questions are determined based on a preset question library corresponding to the business scenario and the current user's interaction history information with the business scenario;

[0108] The second page displays several first-choice questions.

[0109] Optionally, it also includes:

[0110] In response to the triggering operation of the plurality of first candidate questions, the question information is determined based on the triggered first candidate questions, and the response information corresponding to the question information is displayed on the online customer service page.

[0111] Optionally, the second display module 1020 is specifically used for:

[0112] In response to a long press operation of the first control, the second page is displayed on top of the first page, and the fourth control is displayed on the second page.

[0113] Optionally, the third display module 1030 is specifically used for:

[0114] In response to the triggering operation of the second control, the input image and at least one second candidate question corresponding to the image content of the input image are displayed;

[0115] In response to the triggering operation of the at least one second candidate question, the question information is determined based on the triggered second candidate question.

[0116] Optionally, it also includes:

[0117] In response to the selection operation of the input image, a border is added to the selected image area in the input image, and an input box is displayed in the display area of ​​the at least one second candidate question;

[0118] In response to the interactive operation of the input box, the question information is determined based on the input text in the input box and the image content of the image area.

[0119] Optionally, the first display module 1010 is specifically used for:

[0120] In response to a question or preset trigger gesture associated with the first page, the first control is displayed on the first page, the first control including a preset icon.

[0121] Optionally, it also includes:

[0122] In response to a screenshot operation on the first page, the screenshot content is displayed in the first control, wherein the screenshot content represents a screenshot of media data on the first page;

[0123] In response to the triggering operation of the first control, the online customer service page is displayed, and the screenshot content is displayed on the online customer service page.

[0124] Optionally, it also includes:

[0125] In response to the triggering operation of the first control, an input box is displayed on the upper layer of the first page, and the screenshot content, the question information and the send control are displayed in the input box, wherein the question information includes a second candidate question and / or question description information corresponding to the screenshot content;

[0126] The response to the triggering operation of the first control, displaying the online customer service page, and displaying the screenshot content on the online customer service page includes:

[0127] In response to the triggering operation of the sending control, the online customer service page is displayed, showing the screenshot content, the question information, and the corresponding response information.

[0128] Optionally, the second candidate question is associated with at least one of the screenshot content, the playback status of the media data, and the historical interaction information of the media data.

[0129] The interactive device provided in this disclosure can execute the interactive method provided in any embodiment of this disclosure, and has the corresponding functional modules and beneficial effects of executing the method.

[0130] It is worth noting that the various units and modules included in the above-mentioned device are only divided according to functional logic, but are not limited to the above division, as long as the corresponding functions can be realized; in addition, the specific names of each functional unit are only for easy differentiation and are not used to limit the protection scope of the embodiments of this disclosure.

[0131] Figure 11 This is a schematic diagram of the structure of an electronic device provided in an embodiment of this disclosure. Reference is made below. Figure 11 It illustrates an electronic device suitable for implementing embodiments of the present disclosure (e.g., Figure 11 The diagram below shows the structure of the terminal device or server 1100. The terminal device in this embodiment may include, but is not limited to, mobile terminals such as mobile phones, laptops, digital broadcast receivers, PDAs (personal digital assistants), PADs (tablet computers), PMPs (portable multimedia players), and vehicle terminals (e.g., vehicle navigation terminals), as well as fixed terminals such as digital TVs and desktop computers. Figure 11 The electronic device shown is merely an example and should not be construed as limiting the functionality and scope of the embodiments disclosed herein.

[0132] like Figure 11 As shown, electronic device 1100 may include a processing unit (e.g., a central processing unit, a graphics processing unit, etc.) 1101, which can perform various appropriate actions and processes according to a program stored in read-only memory (ROM) 1102 or a program loaded from storage device 1108 into random access memory (RAM) 1103. The RAM 1103 also stores various programs and data required for the operation of electronic device 1100. The processing unit 1101, ROM 1102, and RAM 1103 are interconnected via bus 1104. An edit / output (I / O) interface 1105 is also connected to bus 1104.

[0133] Typically, the following devices can be connected to I / O interface 1105: input devices 1106 including, for example, touchscreens, touchpads, keyboards, mice, cameras, microphones, accelerometers, gyroscopes, etc.; output devices 1107 including, for example, liquid crystal displays (LCDs), speakers, vibrators, etc.; storage devices 1108 including, for example, magnetic tapes, hard disks, etc.; and communication devices 1109. Communication device 1109 allows electronic device 1100 to communicate wirelessly or wiredly with other devices to exchange data. Although Figure 11 An electronic device 1100 with various devices is shown; however, it should be understood that it is not required to implement or possess all of the devices shown. More or fewer devices may be implemented or possessed alternatively.

[0134] In particular, according to embodiments of this disclosure, the processes described above with reference to the flowcharts can be implemented as computer software programs. For example, embodiments of this disclosure include a computer program product comprising a computer program carried on a non-transitory computer-readable medium, the computer program containing program code for performing the methods shown in the flowcharts. In such embodiments, the computer program can be downloaded and installed from a network via communication device 1109, or installed from storage device 1108, or installed from ROM 1102. When the computer program is executed by processing device 1101, it performs the functions defined in the methods of embodiments of this disclosure.

[0135] The names of messages or information exchanged between multiple devices in the embodiments of this disclosure are for illustrative purposes only and are not intended to limit the scope of such messages or information.

[0136] The electronic device provided in this embodiment and the interactive method provided in the above embodiments belong to the same inventive concept. Technical details not described in detail in this embodiment can be found in the above embodiments, and this embodiment has the same beneficial effects as the above embodiments.

[0137] This disclosure provides a computer storage medium storing a computer program that, when executed by a processor, implements the interactive method provided in the above embodiments.

[0138] It should be noted that the computer-readable medium described in this disclosure can be a computer-readable signal medium or a computer-readable storage medium, or any combination thereof. A computer-readable storage medium can be, for example,—but not limited to—an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination thereof. More specific examples of a computer-readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer disk, a hard disk, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM or flash memory), optical fiber, portable compact disk read-only memory (CD-ROM), optical storage device, magnetic storage device, or any suitable combination thereof. In this disclosure, a computer-readable storage medium can be any tangible medium containing or storing a program that can be used by or in connection with an instruction execution system, apparatus, or device. In this disclosure, a computer-readable signal medium can include a data signal propagated in baseband or as part of a carrier wave, carrying computer-readable program code. Such propagated data signals can take various forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination thereof. A computer-readable signal medium can be any computer-readable medium other than a computer-readable storage medium, which can send, propagate, or transmit a program for use by or in connection with an instruction execution system, apparatus, or device. The program code contained on the computer-readable medium can be transmitted using any suitable medium, including but not limited to: wires, optical fibers, RF (radio frequency), etc., or any suitable combination thereof.

[0139] In some implementations, clients and servers can communicate using any currently known or future-developed network protocol such as HTTP (Hypertext Transfer Protocol) and can interconnect with digital data communication (e.g., communication networks) of any form or medium. Examples of communication networks include local area networks (“LANs”), wide area networks (“WANs”), the Internet (e.g., the Internet of Things), and peer-to-peer networks (e.g., ad hoc peer-to-peer networks), as well as any currently known or future-developed networks.

[0140] The aforementioned computer-readable medium may be included in the aforementioned electronic device; or it may exist independently and not assembled into the electronic device.

[0141] The aforementioned computer-readable medium carries one or more programs, which, when executed by the electronic device, cause the electronic device to:

[0142] The first control is displayed on the first page, and the first control is the entry point to the online customer service page;

[0143] In response to the triggering operation of the first control, a second page is displayed, and a set of candidate controls is displayed on the second page. The set of candidate controls is used to trigger the input operation of multimodal information, and the multimodal information includes data of at least one modality among text, voice, and image.

[0144] In response to the triggering operation of the candidate control set, the problem information is determined based on data from at least one modality among the text, voice, and image, and the response information corresponding to the problem information is displayed on the online customer service page.

[0145] Computer program code for performing the operations of this disclosure can be written in one or more programming languages ​​or a combination thereof, including but not limited to object-oriented programming languages ​​such as Java, Smalltalk, and C++, as well as conventional procedural programming languages ​​such as the "C" language or similar programming languages. The program code can be executed entirely on the user's computer, partially on the user's computer, as a standalone software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In cases involving remote computers, the remote computer can be connected to the user's computer via any type of network—including a local area network (LAN) or a wide area network (WAN)—or can be connected to an external computer (e.g., via the Internet using an Internet service provider).

[0146] The flowcharts and block diagrams in the accompanying drawings illustrate the architecture, functionality, and operation of possible implementations of systems, methods, and computer program products according to various embodiments of this disclosure. In this regard, each block in a flowchart or block diagram may represent a module, segment, or portion of code containing one or more executable instructions for implementing a specified logical function. It should also be noted that in some alternative implementations, the functions indicated in the blocks may occur in a different order than those indicated in the drawings. For example, two consecutively indicated blocks may actually be executed substantially in parallel, and they may sometimes be executed in reverse order, depending on the functions involved. It should also be noted that each block in the block diagrams and / or flowcharts, and combinations of blocks in the block diagrams and / or flowcharts, can be implemented using a dedicated hardware-based system that performs the specified function or operation, or using a combination of dedicated hardware and computer instructions.

[0147] The units described in the embodiments of this disclosure can be implemented in software or hardware. The names of the units are not, in some cases, intended to limit the specific unit.

[0148] The functions described above in this document can be performed, at least in part, by one or more hardware logic components. For example, exemplary types of hardware logic components that can be used, without limitation, include: Field Programmable Gate Arrays (FPGAs), Application-Specific Integrated Circuits (ASICs), Application Standard Products (ASSPs), System-on-Chip (SoCs), Complex Programmable Logic Devices (CPLDs), and so on.

[0149] In the context of this disclosure, a machine-readable medium can be a tangible medium that may contain or store a program for use by or in conjunction with an instruction execution system, apparatus, or device. A machine-readable medium can be a machine-readable signal medium or a machine-readable storage medium. A machine-readable medium can be, but is not limited to, electronic, magnetic, optical, electromagnetic, infrared, or semiconductor systems, apparatus, or devices, or any suitable combination of the foregoing. More specific examples of machine-readable storage media include electrical connections based on one or more wires, portable computer disks, hard disks, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM or flash memory), optical fiber, portable compact disk read-only memory (CD-ROM), optical storage devices, magnetic storage devices, or any suitable combination of the foregoing.

[0150] The above description is merely a preferred embodiment of this disclosure and an explanation of the technical principles employed. Those skilled in the art should understand that the scope of this disclosure is not limited to technical solutions formed by specific combinations of the above-described technical features, but should also cover other technical solutions formed by arbitrary combinations of the above-described technical features or their equivalents without departing from the above-described concept. For example, technical solutions formed by substituting the above features with (but not limited to) technical features disclosed in this disclosure that have similar functions.

[0151] Furthermore, while the operations are described in a specific order, this should not be construed as requiring these operations to be performed in the specific order shown or in a sequential order. In certain environments, multitasking and parallel processing may be advantageous. Similarly, while several specific implementation details are included in the above discussion, these should not be construed as limiting the scope of this disclosure. Certain features described in the context of individual embodiments may also be implemented in combination in a single embodiment. Conversely, various features described in the context of a single embodiment may also be implemented individually or in any suitable sub-combination in multiple embodiments.

[0152] Although the subject matter has been described using language specific to structural features and / or methodological logic, it should be understood that the subject matter defined in the appended claims is not necessarily limited to the specific features or actions described above. Rather, the specific features and actions described above are merely illustrative examples of implementing the claims.

Claims

1. An interactive method, characterized in that, include: The first control is displayed on the first page, and the first control is the entry point to the online customer service page; In response to the triggering operation of the first control, a second page is displayed, and a set of candidate controls is displayed on the second page. The set of candidate controls is used to trigger the input operation of multimodal information, and the multimodal information includes data of at least one modality among text, voice, and image. In response to the triggering operation of the candidate control set, the problem information is determined based on data from at least one modality among the text, voice, and image, and the response information corresponding to the problem information is displayed on the online customer service page.

2. The method according to claim 1, characterized in that, The candidate control set includes at least one of a second control, a third control, and a fourth control, wherein the second control is used to trigger an image input operation, the third control is used to trigger a text input operation, and the fourth control is used to trigger a voice input operation.

3. The method according to claim 2, characterized in that, In response to the triggering operation of the first control, a second page is displayed, on which a set of candidate controls is shown, including: In response to a click on the first control, a second page is displayed, showing multiple first candidate questions, the second control, and the third control, wherein the first candidate questions are used to determine the question information.

4. The method according to claim 3, characterized in that, The second page is displayed, showing multiple first candidate questions, including: The second page is displayed on top of the first page, and the business scenario corresponding to the first page is determined based on the page content of the first page; The plurality of first candidate questions are determined based on a preset question library corresponding to the business scenario and the current user's interaction history information with the business scenario; The second page displays several first-choice questions.

5. The method according to claim 4, characterized in that, Also includes: In response to the triggering operation of the plurality of first candidate questions, the question information is determined based on the triggered first candidate questions, and the response information corresponding to the question information is displayed on the online customer service page.

6. The method according to claim 2, characterized in that, In response to the triggering operation of the first control, a second page is displayed, on which a set of candidate controls is shown, including: In response to a long press operation of the first control, the second page is displayed on top of the first page, and the fourth control is displayed on the second page.

7. The method according to claim 3, characterized in that, The trigger operation in response to the candidate control set, determining problem information based on data from at least one modality among text, voice, and image, includes: In response to the triggering operation of the second control, the input image and at least one second candidate question corresponding to the image content of the input image are displayed; In response to the triggering operation of the at least one second candidate question, the question information is determined based on the triggered second candidate question.

8. The method according to claim 7, characterized in that, After displaying the input image and at least one second candidate question corresponding to the image content of the input image, the method further includes: In response to the selection operation of the input image, a border is added to the selected image area in the input image, and an input box is displayed in the display area of ​​the at least one second candidate question; In response to the interactive operation of the input box, the question information is determined based on the input text in the input box and the image content of the image area.

9. The method according to claim 1, characterized in that, The first control displayed on the first page includes: In response to a question or preset trigger gesture associated with the first page, the first control is displayed on the first page, the first control including a preset icon.

10. The method according to claim 9, characterized in that, Also includes: In response to a screenshot operation on the first page, the screenshot content is displayed in the first control, wherein the screenshot content represents a screenshot of media data on the first page; In response to the triggering operation of the first control, the online customer service page is displayed, and the screenshot content is displayed on the online customer service page.

11. The method according to claim 10, characterized in that, Also includes: In response to the triggering operation of the first control, an input box is displayed on the upper layer of the first page, and the screenshot content, the question information and the send control are displayed in the input box, wherein the question information includes a second candidate question and / or question description information corresponding to the screenshot content; The response to the triggering operation of the first control, displaying the online customer service page, and displaying the screenshot content on the online customer service page includes: In response to the triggering operation of the sending control, the online customer service page is displayed, showing the screenshot content, the question information, and the corresponding response information.

12. The method according to claim 7 or 11, characterized in that, The second candidate question is associated with at least one of the screenshot content, the playback status of the media data, and the historical interaction information of the media data.

13. An interactive device, characterized in that, include: The first display module is used to display the first control on the first page, wherein the first control is the entry point to the online customer service page; The second display module is used to display a second page in response to the triggering operation of the first control, and to display a set of candidate controls on the second page. The set of candidate controls is used to trigger the input operation of multimodal information, and the multimodal information includes data of at least one modality among text, voice and image. The third display module is used to respond to the triggering operation of the candidate control set, determine the problem information based on the data of at least one modality among the text, voice, and image, and display the response information corresponding to the problem information on the online customer service page.

14. An electronic device, characterized in that, The electronic device includes: One or more processors; Storage device for storing one or more programs. When the one or more programs are executed by the one or more processors, the one or more processors implement the interactive method as described in any one of claims 1-12.

15. A storage medium containing computer-executable instructions, characterized in that, The computer-executable instructions, when executed by a computer processor, are used to perform the interactive method as described in any one of claims 1-12.

16. A computer program product, comprising a computer program, characterized in that, When the computer program is executed by a processor, it implements the interactive method as described in any one of claims 1-12.

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