Remote assistance method, device, electronic device and storage medium

Abstract

The embodiment of the present invention provides a remote assistance method, device, electronic device and storage medium; the method comprises: receiving a remote assistance request sent by a terminal; determining a document object model tree document according to the remote assistance request; wherein the document object model tree document is used to control the browser running on the terminal to perform the assistance operation corresponding to the remote assistance request; and sending the document object model tree document to the terminal to remotely assist the terminal. The embodiment of the present invention transmits the DOM tree document to the terminal browser, and the terminal browser parses and executes the DOM tree document, thereby realizing remote automatic implementation of related operations. There is no need to transmit the screen image of the controlled terminal during the remote assistance process, no need to install client software, and no need to open operating system management permissions, which not only reduces bandwidth usage, but also reduces network security risks.

Description

Technical Field

[0001] The present invention relates to the field of computer communications, and in particular to a remote assistance method, device, electronic equipment and storage medium. Background Art

[0002] Computer remote assistance refers to a computer user sending control commands to a remote controlled computer through a host computer to operate the controlled computer. For example, the host computer transmits keyboard and / or mouse commands to the remote controlled computer, and the screen image of the controlled computer is transmitted back through the communication line. Computer remote assistance can be used in many occasions, such as remote office, remote technical support and remote file management.

[0003] The computer remote assistance method in the prior art usually adopts a C / S architecture, where the host computer installs the remote assistance client program and the controlled computer installs the remote assistance server program. Since the controlled computer needs to transmit the screen image back to the host computer, it takes up a lot of bandwidth. When the network bandwidth is limited, the user experience of remote assistance will be significantly affected. In addition, the implementation of the C / S architecture depends on the operating system, which requires the opening of management permissions related to the operating system, which will bring greater security risks.

[0004] The computer remote assistance method in the prior art also adopts the B / S architecture, but it needs to use the ajax monitoring or polling mechanism, which consumes the client performance. Summary of the invention

[0005] The embodiments of the present invention provide a remote assistance method, device, electronic device and storage medium, which are used to solve the defects of the remote assistance method in the prior art that a large amount of bandwidth is required and there are potential safety hazards.

[0006] A first aspect of the present invention provides a remote assistance method, including:

[0007] Receiving remote assistance requests sent by terminals;

[0008] Determine a document object model tree document according to the remote assistance request; wherein the document object model tree document is used to control the browser running on the terminal to perform the assistance operation corresponding to the remote assistance request;

[0009] The document object model tree document is sent to the terminal to remotely assist the terminal.

[0010] In the above technical solution, the remote assistance request includes first information for characterizing the business scenario to be remotely assisted;

[0011] Determining the document object model tree document according to the remote assistance request includes:

[0012] A document object model tree document matching the business scenario to be remotely assisted is determined according to the first information.

[0013] In the above technical solution, the remote assistance request also includes second information for identifying the device type of the terminal;

[0014] The step of determining the document object model tree document according to the remote assistance request further comprises:

[0015] A document object model tree document matching the device type of the terminal is determined according to the second information.

[0016] In the above technical solution, determining the document object model tree document related to the device type of the terminal according to the second information includes:

[0017] Determine, according to the second information, a document object model tree document containing target page style information; wherein the target page style information is used to describe the page style when the browser running on the terminal displays the web page;

[0018] The sending the document object model tree document to the terminal to remotely assist the terminal includes:

[0019] The document object model tree document including the target page style information is sent to the terminal to remotely assist the terminal.

[0020] In the above technical solution, before the step of receiving the remote assistance request sent by the terminal, the method further includes:

[0021] Creates a Document Object Model tree document.

[0022] In the above technical solution, after the step of creating a document object model tree document, the method further includes:

[0023] Distributed caching of created document object model tree documents.

[0024] In the above technical solution, before the step of sending the document object model tree document to the terminal, the method further includes:

[0025] The document object model tree document is encrypted.

[0026] A second aspect of the present invention provides a remote assistance device, including:

[0027] A remote assistance request receiving module, used for receiving a remote assistance request sent by a terminal;

[0028] A document object model tree document determination module, used to determine a document object model tree document according to the remote assistance request; wherein the document object model tree document is used to control the browser running on the terminal to perform the assistance operation corresponding to the remote assistance request;

[0029] The sending module is used to send the document object model tree document to the terminal to remotely assist the terminal.

[0030] The third aspect of the present invention provides an electronic device, comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein when the processor executes the program, the steps of the remote assistance method described in the first aspect of the present invention are implemented.

[0031] The fourth aspect of the present invention provides a non-transitory computer-readable storage medium having a computer program stored thereon, which, when executed by a processor, implements the steps of the remote assistance method as described in the first aspect of the present invention.

[0032] The remote assistance method, device, electronic device and storage medium provided in the embodiments of the present invention realize remote and automatic implementation of relevant operations by transmitting the DOM tree document to the terminal browser, and the terminal browser parses and executes the DOM tree document. There is no need to transmit the screen image of the controlled end during the remote assistance process, no need to install client software, and no need to open operating system management permissions. This not only reduces bandwidth usage, but also reduces network security risks. BRIEF DESCRIPTION OF THE DRAWINGS

[0033] In order to more clearly illustrate the embodiments of the present invention 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, the drawings described below are some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0034] Figure 1 A flowchart of a computer remote assistance method provided by an embodiment of the present invention;

[0035] Figure 2 A flowchart of a computer remote assistance method provided by another embodiment of the present invention;

[0036] Figure 3 A schematic diagram of a computer remote assistance device provided by an embodiment of the present invention;

[0037] Figure 4 An example physical structure diagram of an electronic device is provided. DETAILED DESCRIPTION

[0038] In order to make the purpose, technical solution and advantages of the embodiments of the present invention clearer, the technical solution in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments are part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0039] In some business scenarios of computer remote assistance, the operations to be completed are known in advance and fixed. For example, to activate a certain telecom value-added service for a user, the operations to be completed include: opening the application webpage for the telecom value-added service; clicking the application button for the telecom value-added service on the webpage; and clicking the button to confirm the application.

[0040] As described in the background art, the computer remote assistance method in the prior art requires a large amount of bandwidth resources and has potential safety hazards. Therefore, it is not the best choice to use the computer remote assistance method in the prior art to implement such application scenarios with pre-known fixed operation steps.

[0041] The computer remote assistance method provided by the embodiment of the present invention can be applied to application scenarios with fixed operation steps.

[0042] The computer remote assistance method provided by the embodiment of the present invention adopts a B / S architecture (ie, a browser / server mode), and the method can be applied to a server and a client including a browser.

[0043] Figure 1 A flowchart of a remote assistance method provided by an embodiment of the present invention is shown in FIG. Figure 1 As shown, the remote assistance method provided by the embodiment of the present invention is applied to a server, and the method includes:

[0044] Step 101: Receive a remote assistance request sent by a terminal.

[0045] In the embodiment of the present invention, the terminal is a device that interacts with the server, such as a personal computer, a smart mobile device, etc.

[0046] The remote assistance request includes first information for characterizing a business scenario to be remotely assisted.

[0047] The business scenario to be remotely assisted corresponds to one or a series of operations that can be completed through computer remote assistance, for example, opening a certain telecommunication value-added service for a user through computer remote assistance.

[0048] In an embodiment of the present invention, the first information may be represented in a coded manner. For example, a number ranging from 001 to 999 may be used to represent a variety of computer remote assistance business scenarios, with each business scenario corresponding to a number. In other embodiments of the present invention, the first information may also be represented in other ways.

[0049] In a specific example, assume that three types of operations, namely, "activate monthly subscription of video on demand service", "cancel monthly subscription of video on demand service", and "reset password", can all be completed through computer remote assistance. The business scenario code of "activate monthly subscription of video on demand service" can be set to 001, the business scenario code of "cancel monthly subscription of video on demand service" can be set to 002, and the business scenario code of "reset password" can be set to 003. When the user initiates the remote assistance operation of "activate monthly subscription of video on demand service", the computer remote assistance request includes the code 001.

[0050] Step 102: Determine a document object model tree document according to the remote assistance request.

[0051] Document Object Model (DOM) is an interface for JavaScript to operate web pages. The Document Object Model tree document (DOM document) is used to control the browser running on the terminal to perform the assistance operation corresponding to the remote assistance request.

[0052] A DOM document generally contains code that can be executed by a terminal browser.

[0053] For example, the terminal browser can realize the activation operation of a certain telecommunications value-added service. An example of the DOM tree document corresponding to this activation operation is:

[0054]

[0055]

[0056]

[0057] The DOM tree document includes an autoClick function, so that the client browser executes the autoClick function after entering the page, so as to achieve the purpose of automatically clicking the "activate immediately" button.

[0058] There are many computer remote assistance business scenarios, and computer remote assistance in different business scenarios needs to complete different operations, and the DOM tree documents corresponding to each of them must be different. Therefore, in this step, it is necessary to determine the DOM tree document matching the business scenario to be remotely assisted based on the first information.

[0059] A computer remote assistance service scenario may include one or more operations. For example, a service scenario for opening a certain value-added telecommunication service may include the following three operations: opening a webpage for handling the value-added telecommunication service; clicking a button for handling the value-added telecommunication service in the webpage; and clicking a button for confirming the handling. Therefore, when selecting a DOM tree document according to the first information, one or more DOM tree documents related to the first information need to be selected.

[0060] In the embodiment of the present invention, the DOM tree document is preset. In other embodiments of the present invention, the generation process of the DOM tree document will be described.

[0061] As mentioned in the previous description, the computer remote assistance method provided by the embodiment of the present invention is not applicable to all computer remote assistance business scenarios. Only those computer remote assistance business scenarios with pre-known fixed operation steps are applicable to the computer remote assistance method provided by the embodiment of the present invention. Therefore, the DOM tree document is a DOM tree document of a computer remote assistance business scenario with pre-known fixed operation steps.

[0062] As an exception, if the corresponding DOM tree document cannot be found according to the first information, such as if the computer remote assistance business scenario initiated by the user is not a computer remote assistance business scenario with pre-known fixed operation steps, the operation of the computer remote assistance method provided by the embodiment of the present invention is terminated.

[0063] Step 103: Send the document object model tree document to the terminal to provide remote assistance to the terminal.

[0064] In an embodiment of the present invention, a long connection channel, such as a WebSocket channel, can be established between the server and the terminal browser. The channel can transmit the previously selected DOM tree document from the server to the terminal browser. The channel can also feed back the execution result of the DOM tree document from the terminal browser to the server.

[0065] In the embodiment of the present invention, the DOM tree document may be transmitted from the server to the terminal browser in a push manner.

[0066] The computer remote assistance method provided by the embodiment of the present invention realizes remote and automatic implementation of relevant operations by transmitting the DOM tree document to the terminal browser, and the terminal browser parses and executes the DOM tree document. There is no need to transmit the screen image of the controlled terminal during the remote assistance process, no need to install client software, and no need to open the operating system management authority. This not only reduces the bandwidth usage, but also reduces the network security risk.

[0067] Based on any of the above embodiments, in an embodiment of the present invention, the remote assistance request further includes second information for identifying a device type of the terminal;

[0068] The step of determining the document object model tree document according to the remote assistance request further comprises:

[0069] A document object model tree document matching the device type of the terminal is determined according to the second information.

[0070] In the embodiment of the present invention, the device types of the terminal include personal computers, smart mobile terminals, etc.

[0071] Those skilled in the art know that due to the influence of various factors such as system environment and user interface, the software, website and application running on a personal computer and a smart mobile terminal may have certain differences in display. Therefore, in an embodiment of the present invention, the second information for identifying the device type of the terminal can be obtained from the remote assistance request.

[0072] Since the remote assistance request is sent by the user at the terminal, a special flag bit can be set in the remote assistance request to indicate the device type information of the terminal, such as 00 for a personal computer and 01 for a smart phone. These flag bits used to indicate the terminal device type information are the second information.

[0073] The server determines a document object model tree document that matches the device type of the terminal according to the second information. Specifically, the server determines a document object model tree document that includes page style information corresponding to the second information according to the second information.

[0074] After receiving the remote assistance request, the server obtains the second information from the flag, and then determines the target page style information when the browser in the terminal displays the web page based on the second information. For example, in the processing of some events, the mobile terminal is a touch screen event, but there is no hover event. For another example, in page layout, the mobile terminal generally requires layout adaptation. In terms of library selection, jQuery is generally used on the PC side and Zepto is used on the mobile side.

[0075] After the target page style information is obtained according to the second information, a document object model tree document including the target page style information may be searched.

[0076] After the document object model tree document including the target page style information is sent to the terminal through the channel between the server and the client, the terminal browser displays the parsing and execution results of the DOM tree document according to the target page style information.

[0077] The remote assistance method provided by the embodiment of the present invention determines page style information according to the device type of the terminal used by the user, and transmits the DOM tree document containing the page style information to the terminal, so that the browser in the terminal can better display the parsing and execution results of the DOM tree document.

[0078] Based on any of the above embodiments, in an embodiment of the present invention, before the step of receiving the remote assistance request sent by the terminal, the method further includes:

[0079] Creates a Document Object Model tree document.

[0080] In the previous embodiment of the present invention, the DOM tree document is pre-set. In the embodiment of the present invention, it is necessary to create a DOM tree document according to the business scenario to be remotely assisted.

[0081] As mentioned in the previous description, the DOM tree document is related to the computer remote assistance business scenario. Therefore, the DOM tree document can be created according to the computer remote assistance business scenario.

[0082] How to create a DOM tree document according to a computer remote assistance business scenario is common knowledge to those skilled in the art, and therefore will not be described repeatedly in this embodiment.

[0083] The remote assistance method provided by the embodiment of the present invention creates a DOM tree document according to a computer remote assistance business scenario, thus laying a foundation for the subsequent implementation of computer remote assistance.

[0084] Based on any of the above embodiments, in an embodiment of the present invention, after the step of creating a document object model tree document, the method further includes:

[0085] Distributed caching of created document object model tree documents.

[0086] Terminals are widely distributed, and the distances between servers and terminals vary. If DOM tree documents are stored centrally, some users may need to wait for a long response time. Therefore, in an embodiment of the present invention, DOM tree documents may be cached in a distributed manner.

[0087] When selecting a DOM tree document subsequently, based on the load balancing strategy, the DOM tree document can be read from the distributed cache to improve user experience and shorten response time.

[0088] The remote assistance method provided by the embodiment of the present invention shortens the response time of computer remote assistance by distributing and caching DOM tree documents, thereby helping to improve user experience.

[0089] Based on any of the above embodiments, in an embodiment of the present invention,

[0090] Before the step of sending the document object model tree document to the terminal, the method further includes:

[0091] The document object model tree document is encrypted.

[0092] In the embodiment of the present invention, in order to prevent data from being tampered, the AES (Advanced Encryption Standard) algorithm is used to encrypt the selected DOM tree document. In other embodiments of the present invention, other types of encryption algorithms may also be used.

[0093] The computer remote assistance method provided by the embodiment of the present invention can prevent data from being tampered with by encrypting the DOM tree document, thereby increasing the security of the computer remote assistance.

[0094] Based on any of the above embodiments, in an embodiment of the present invention, the method further includes:

[0095] According to the user's historical access records and / or the user's evaluation information on the computer remote assistance mode, it is determined whether to continue to execute the step of selecting a DOM tree document from a preset DOM tree document set according to the computer remote assistance business scenario information.

[0096] The computer remote assistance method provided by the embodiment of the present invention can automatically perform related operations on the client browser. However, considering that some users are not adapted to such an operation mode, in the embodiment of the present invention, it can be determined whether to continue to perform the step of selecting a DOM tree document from a preset DOM tree document set according to the computer remote assistance business scenario information based on the user's historical access records and / or the user's evaluation information on the computer remote assistance mode.

[0097] If the user's history records and / or the user's evaluation information on the computer remote assistance method indicate that the user does not like the client browser's automatic operation method, then the step of obtaining the DOM tree document can be stopped, and other methods, such as manual service methods, can be used to provide services to the user. If the user's history records and / or the user's evaluation information on the computer remote assistance method indicate that the user does not dislike the client browser's automatic operation method, then the step of selecting the DOM tree document and related subsequent steps can be continued.

[0098] The computer remote assistance method provided by the embodiment of the present invention provides users with multiple options, which helps to improve user experience.

[0099] Figure 2 A flowchart of a remote assistance method provided by another embodiment of the present invention is shown in FIG. Figure 2 As shown, a remote assistance method provided by another embodiment of the present invention is applied to a terminal, and the method includes:

[0100] Step 201: Send a remote assistance request to a server so that the server determines a document object model tree document according to the remote assistance request; wherein the document object model tree document is used to control the browser running on the terminal to perform the assistance operation corresponding to the remote assistance request; and send the document object model tree document to the terminal.

[0101] Step 202: Call the browser to parse and execute the received document object model tree document.

[0102] Parsing and executing the DOM tree document can be implemented by the browser in the terminal. How the browser in the terminal parses and executes the DOM tree document is common knowledge to those skilled in the art, so it will not be described repeatedly here.

[0103] The remote assistance method provided by the embodiment of the present invention parses and executes the DOM tree document after the browser in the terminal receives the DOM tree document, thereby realizing remote and automatic implementation of related operations. There is no need to transmit the screen image of the controlled terminal during the remote assistance process, no need to install client software, and no need to open operating system management permissions. This not only reduces bandwidth usage, but also reduces network security risks.

[0104] Based on any of the above embodiments, in an embodiment of the present invention, between step 201 and step 202, the method further includes:

[0105] Decrypt the received DOM tree document.

[0106] In the embodiment of the present invention, in order to prevent data from being tampered with, the received DOM tree document has been encrypted, so it is necessary to decrypt the received DOM tree document. The decryption may use the AES (Advanced Encryption Standard) algorithm to decrypt the received DOM tree document. In other embodiments of the present invention, other types of algorithms may also be used.

[0107] The remote assistance method provided by the embodiment of the present invention can prevent data from being tampered with by encrypting and decrypting the DOM tree document, thereby increasing the security of computer remote assistance.

[0108] The remote assistance method provided by the embodiment of the present invention is further described below with reference to specific examples.

[0109] Example 1

[0110] In this embodiment, the customer service system hopes to provide users with remote assistance services such as opening services / canceling services / resetting passwords, so that users can complete services without or with little involvement. The specific implementation steps are as follows:

[0111] ① The administrator of the customer service system creates and stores DOM tree documents in advance based on business scenarios.

[0112] For example, a telecom operator has a telecom value-added service called “All-site Supreme Package”, which can only be activated after users take the initiative to operate.

[0113] Users often ask questions like "How do I activate the All-site Supreme Package" and "How do I unsubscribe from the All-site Supreme Package" to the telecom operator's customer service system.

[0114] For specific problems in business scenarios, corresponding DOM tree documents can be created step by step. Table 1 exemplarily shows the steps corresponding to the business scenario of "How to activate the full-site supreme package" and the DOM tree documents corresponding to the steps (due to the large length of the DOM tree document, the specific content of the DOM tree document is not given in Table 1).

[0115] Table 1

[0116]

[0117] ② If the user still cannot solve the user's problem by using the self-service FAQ service of the customer service system, enter the keyword "remote assistance" in the self-service, and the page will display a list of questions that support remote assistance. For example, "How to activate the full-site supreme package", "How to unsubscribe from the full-site supreme package", the user clicks "How to activate the full-site supreme package".

[0118] ③ A long connection is established between the client's browser and the server. The server uses the generated AES key to encrypt the DOM tree document and pushes different types of operation step DOM tree documents to the user's browser through the long connection channel.

[0119] ④ The corresponding DOM tree document of the operation step "Open Migu Reading Member Channel" in Table 1 is actively pushed to the client browser through a long connection. The browser uses the AES key obtained by the server RSA encrypted transmission to decrypt the DOM tree document and parse the DOM tree document to complete the operation, and feedback the operation result to the server through this connection. For operation steps 2 (click "Open the Supreme Full-site Package, read all the books on the site as you like") and step 3 (confirm, and you can activate) in Table 1, the process is the same. The corresponding DOM tree document is actively pushed to the client browser through a long connection. The browser parses the DOM tree document to complete the operation, and feedback the operation result to the server through this connection. After completing the assistance for the question "How to open the Supreme Full-site Package", each step of the entire operation process will have operation feedback to the server, and a customer evaluation portal will also be provided to collect whether the user has solved the problem through remote assistance.

[0120] In this embodiment, the customer service system can provide remote assistance to multiple users at the same time, and the process of remote assistance in which each user participates is the same as the previous process, so it will not be repeated here.

[0121] Example 2

[0122] In this embodiment, considering the wide distribution of user locations, a distributed cache method is used when storing DOM tree documents. The specific steps are as follows:

[0123] ① The administrator of the customer service system creates and stores DOM tree documents in advance based on business scenarios.

[0124] ② When storing, the DOM tree document is stored in the distributed cache according to different user source types.

[0125] ③When the PC user needs remote assistance, a remote assistance request is initiated to the load balancing.

[0126] ④ Load balancing transfers the long link load to the backend service. The backend service obtains the corresponding DOM tree document from the distributed cache, and then encrypts it using the generated AES key and pushes it to the PC browser. The PC browser uses the AES key obtained through the server RSA encrypted transmission to decrypt the DOM tree document and complete the DOM tree parsing.

[0127] ⑤ When the mobile user needs remote assistance, a remote assistance request is initiated to the load balancing.

[0128] ⑥ The load balancing load transfers the long link to the backend service. The backend service obtains the corresponding DOM tree document from the distributed cache, encrypts it with the generated AES key, and pushes it to the mobile browser. The mobile browser uses the AES key obtained by the server RSA encrypted transmission to decrypt the DOM tree document and complete the DOM tree parsing. The result of the remote operation is fed back to the server through this long connection channel to determine whether the user has solved the problem through this remote operation.

[0129] The server of the customer service system can support remote assistance requests from multiple client browsers at the same time. As the number of client visits increases, the background can dynamically expand communication capabilities based on distributed deployment to support more clients to establish connections.

[0130] Based on any of the above embodiments, Figure 3 A schematic diagram of a remote assistance device provided by an embodiment of the present invention is shown in FIG. Figure 3 As shown, the remote assistance device provided by the embodiment of the present invention includes:

[0131] A remote assistance request receiving module 301 is used to receive a remote assistance request sent by a terminal;

[0132] A document object model tree document determination module 302 is used to determine a document object model tree document according to the remote assistance request; wherein the document object model tree document is used to control the browser running on the terminal to perform the assistance operation corresponding to the remote assistance request;

[0133] The sending module 303 is used to send the document object model tree document to the terminal to remotely assist the terminal.

[0134] The remote assistance device provided by the embodiment of the present invention realizes remote and automatic implementation of relevant operations by transmitting the DOM tree document to the client, and the browser in the client parses and executes the DOM tree document. There is no need to transmit the screen image of the controlled end during the remote assistance process, no need to install client software, and no need to open operating system management permissions. This not only reduces bandwidth usage, but also reduces network security risks.

[0135] Figure 4 An example of a physical structure diagram of an electronic device is shown in FIG. Figure 4 As shown, the electronic device may include: a processor 410, a communication interface 420, a memory 430 and a communication bus 440, wherein the processor 410, the communication interface 420 and the memory 430 communicate with each other through the communication bus 440. The processor 410 may call the logic instructions in the memory 430 to execute the following method: receiving a remote assistance request sent by a terminal; determining a document object model tree document according to the remote assistance request; wherein the document object model tree document is used to control the browser running on the terminal to perform the assistance operation corresponding to the remote assistance request; and sending the document object model tree document to the terminal to perform remote assistance on the terminal.

[0136] It should be noted that the electronic device in this embodiment can be a server, a PC, or other devices in specific implementation, as long as its structure includes the following: Figure 4 The processor 410, communication interface 420, memory 430 and communication bus 440 are shown, wherein the processor 410, communication interface 420, memory 430 communicate with each other through the communication bus 440, and the processor 410 can call the logic instructions in the memory 430 to execute the above method. This embodiment does not limit the specific implementation form of the electronic device.

[0137] In addition, the logic instructions in the above-mentioned memory 430 can be implemented in the form of a software functional unit and can be stored in a computer-readable storage medium when it is sold or used as an independent product. Based on such an understanding, the technical solution of the present invention, in essence, or the part that contributes to the prior art or the part of the technical solution, can be embodied in the form of a software product, and the computer software product is stored in a storage medium, including a number of instructions for a computer device (which can be a personal computer, a server, or a network device, etc.) to perform all or part of the steps of the method described in each embodiment of the present invention. The aforementioned storage medium includes: U disk, mobile hard disk, read-only memory (ROM, Read-Only Memory), random access memory (RAM, Random Access Memory), disk or optical disk and other media that can store program codes.

[0138] Furthermore, an embodiment of the present invention discloses a computer program product, which includes a computer program stored on a non-transitory computer-readable storage medium, and the computer program includes program instructions. When the program instructions are executed by a computer, the computer can execute the methods provided by the above-mentioned method embodiments, for example, including: receiving a remote assistance request sent by a terminal; determining a document object model tree document based on the remote assistance request; wherein the document object model tree document is used to control a browser running on the terminal to perform an assistance operation corresponding to the remote assistance request; and sending the document object model tree document to the terminal to perform remote assistance on the terminal.

[0139] On the other hand, an embodiment of the present invention also provides a non-transitory computer-readable storage medium having a computer program stored thereon. When the computer program is executed by a processor, it is implemented to execute the methods provided in the above embodiments, for example, including: receiving a remote assistance request sent by a terminal; determining a document object model tree document based on the remote assistance request; wherein the document object model tree document is used to control the browser running on the terminal to perform the assistance operation corresponding to the remote assistance request; and sending the document object model tree document to the terminal to perform remote assistance on the terminal.

[0140] The device embodiments described above are merely illustrative, wherein the units described as separate components may or may not be physically separated, and the components displayed as units may or may not be physical units, that is, they may be located in one place, or they may be distributed on multiple network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the scheme of this embodiment. Ordinary technicians in this field can understand and implement it without paying creative labor.

[0141] Through the description of the above implementation methods, those skilled in the art can clearly understand that each implementation method can be implemented by means of software plus a necessary general hardware platform, and of course, it can also be implemented by hardware. Based on this understanding, the above technical solution is essentially or the part that contributes to the prior art can be embodied in the form of a software product, and the computer software product can be stored in a computer-readable storage medium, such as ROM / RAM, a disk, an optical disk, etc., including a number of instructions for a computer device (which can be a personal computer, a server, or a network device, etc.) to execute the methods described in each embodiment or some parts of the embodiments.

[0142] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention, rather than to limit it. Although the present invention has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that they can still modify the technical solutions described in the aforementioned embodiments, or make equivalent replacements for some of the technical features therein. However, these modifications or replacements do not deviate the essence of the corresponding technical solutions from the spirit and scope of the technical solutions of the embodiments of the present invention.

Claims

1. A remote assistance method, characterized in that: Applies to servers and clients including browsers, including: Receiving remote assistance requests sent by terminals; According to the historical access records of the user of the terminal and / or the evaluation information of the user on the computer remote assistance mode, determining whether to execute the step of determining the document object model tree document according to the remote assistance request; If, based on the historical access records of the user of the terminal and / or the user's evaluation information on the computer remote assistance method, it is determined not to perform the step of determining the document object model tree document according to the remote assistance request, determine other remote assistance methods to perform remote assistance; If the step of determining the document object model tree document according to the remote assistance request is performed according to the historical access records of the user of the terminal and / or the evaluation information of the user on the computer remote assistance mode, the document object model tree document is determined according to the remote assistance request; wherein the document object model tree document is used to control the browser running on the terminal to perform the assistance operation corresponding to the remote assistance request; Sending the document object model tree document to the terminal to remotely assist the terminal; The remote assistance request includes first information for characterizing a business scenario to be remotely assisted or second information for identifying a device type of the terminal; Determining the document object model tree document according to the remote assistance request includes: Determining, according to the first information, a pre-set document object model tree document that matches the business scenario to be remotely assisted; Or, according to the second information, a preset document object model tree document matching the device type of the terminal is determined.

2. The remote assistance method according to claim 1, characterized in that: The step of determining, according to the second information, a document object model tree document matching the device type of the terminal includes: Determine, according to the second information, a document object model tree document containing target page style information; wherein the target page style information is used to describe the page style when the browser running on the terminal displays the web page; The sending the document object model tree document to the terminal to remotely assist the terminal includes: The document object model tree document including the target page style information is sent to the terminal to remotely assist the terminal.

3. The remote assistance method according to claim 1, characterized in that: Before the step of receiving the remote assistance request sent by the terminal, the method further includes: Creates a Document Object Model tree document.

4. The remote assistance method according to claim 3, characterized in that: After the step of creating a document object model tree document, the method further comprises: Distributed caching of created document object model tree documents.

5. The remote assistance method according to claim 1, characterized in that: Before the step of sending the document object model tree document to the terminal, the method further includes: The document object model tree document is encrypted.

6. A remote assistance device, characterized in that: Applies to servers and clients including browsers, including: A remote assistance request receiving module, used for receiving a remote assistance request sent by a terminal; According to the historical access records of the user of the terminal and / or the evaluation information of the user on the computer remote assistance mode, determining whether to execute the step of determining the document object model tree document according to the remote assistance request; If, based on the historical access records of the user of the terminal and / or the user's evaluation information on the computer remote assistance method, it is determined not to perform the step of determining the document object model tree document according to the remote assistance request, determine other remote assistance methods to perform remote assistance; A document object model tree document determination module, for determining the step of determining a document object model tree document according to the remote assistance request based on the historical access records of the user of the terminal and / or the user's evaluation information on the computer remote assistance mode, and determining the document object model tree document according to the remote assistance request; wherein the document object model tree document is used to control the browser running on the terminal to perform the assistance operation corresponding to the remote assistance request; A sending module, used for sending the document object model tree document to the terminal to remotely assist the terminal; The remote assistance request includes first information for characterizing a business scenario to be remotely assisted or second information for identifying a device type of the terminal; Determining the document object model tree document according to the remote assistance request includes: Determining, according to the first information, a pre-set document object model tree document that matches the business scenario to be remotely assisted; Or, according to the second information, a preset document object model tree document matching the device type of the terminal is determined.

7. An electronic device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, characterized in that: When the processor executes the program, the steps of the remote assistance method according to any one of claims 1 to 5 are implemented.

8. A non-transitory computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the steps of the remote assistance method as described in any one of claims 1 to 5 are implemented.

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