Information processing method, device, electronic device and storage device

Abstract

The present application proposes an information processing method, device, electronic device and storage device, which relates to the technical field of information processing such as teaching / live broadcast, and specifically includes: monitoring the operation of an online client; in the case of abnormal operation in the operation, obtaining the to-be-processed information related to the abnormal operation; according to the to-be-processed information, querying the database for a processing strategy for troubleshooting abnormal operation corresponding to the to-be-processed information; in response to the failure to query the processing strategy in the database, or receiving feedback information that an abnormal operation exists after sending the processing strategy to the online client, starting the first application for web page login, entering the virtual classroom corresponding to the online client to perform troubleshooting of the abnormal operation. By adopting the embodiments of the present application, the order of magnitude of bandwidth occupancy can be reduced, and the user's abnormal operation can be quickly responded to and flexibly handled, and the problem can be solved in a timely manner.

Description

Technical Field

[0001] The present application relates to the field of information processing technology, and in particular to an information processing method, device, electronic device and storage device in technical fields such as teaching / live broadcasting. Background Art

[0002] More and more users choose to learn through online classes, but inevitably, they will encounter various problems when operating related software. As the administrator of the online class platform, if you cannot promptly detect and respond to abnormal operations of users, it will reduce the user experience; further, if the platform administrator cannot provide solutions to users quickly, flexibly, and humanely, it will also greatly affect the service effect. Summary of the invention

[0003] The embodiments of the present application provide an information processing method, device, electronic device, and storage device to solve the problems existing in the related technologies. The technical solutions are as follows:

[0004] In a first aspect, an embodiment of the present application provides an information processing method, including:

[0005] In one embodiment, monitoring the operation status of the online client;

[0006] In the event that an abnormal operation occurs in the operation, obtaining information to be processed related to the abnormal operation;

[0007] According to the information to be processed, searching a database for a processing strategy for eliminating abnormal operation failures corresponding to the information to be processed;

[0008] In response to not finding the processing strategy in the database, or receiving feedback information of abnormal operation after sending the processing strategy to the online client, the first application logged in via the web page is started, and the virtual classroom corresponding to the online client is entered to perform troubleshooting of the abnormal operation.

[0009] In a second aspect, an embodiment of the present application provides an information processing device.

[0010] In one embodiment, monitoring the operation status of the online client;

[0011] A monitoring module, used for obtaining to-be-processed information related to abnormal operation when abnormal operation occurs in the operation;

[0012] A query module, used to query a database for a processing strategy for eliminating abnormal operation failures corresponding to the information to be processed according to the information to be processed;

[0013] The solution module is used to start the first application logged in by the web page in response to the failure to find the processing strategy in the database, or receiving feedback information that an abnormal operation exists after sending the processing strategy to the online client, and enter the virtual classroom corresponding to the online client to perform troubleshooting for the abnormal operation.

[0014] In a third aspect, an embodiment of the present application provides an information processing device, the device comprising: a memory and a processor. The memory and the processor communicate with each other through an internal connection path, the memory is used to store instructions, the processor is used to execute the instructions stored in the memory, and when the processor executes the instructions stored in the memory, the processor executes the method in any one of the above-mentioned embodiments.

[0015] In a fourth aspect, an embodiment of the present application provides a computer-readable storage medium, which stores a computer program. When the computer program runs on a computer, the method in any one of the above-mentioned embodiments is executed.

[0016] The advantages or beneficial effects of the above technical solution include at least: during the monitoring process, obtaining the pending information related to the abnormal operation, transforming the passivity of monitoring into initiative, allowing the personnel who have problems to report actively, and providing a variety of reporting methods such as screenshots or text descriptions, so that the monitoring party can have a more comprehensive understanding of the problem; furthermore, when no processing strategy is found or the feedback processing strategy does not work, the monitoring party can start the web page to log in to the first application and solve the problem in real time. This embodiment provides multiple ways to solve the problem, improves the flexibility of problem solving, and at the same time ensures that the problem is answered quickly and accurately, greatly improving the user experience.

[0017] The above summary is for illustrative purposes only and is not intended to be limiting in any way. In addition to the illustrative aspects, embodiments and features described above, further aspects, embodiments and features of the present application will be readily apparent by reference to the accompanying drawings and the following detailed description. BRIEF DESCRIPTION OF THE DRAWINGS

[0018] In the accompanying drawings, unless otherwise specified, the same reference numerals throughout the multiple drawings represent the same or similar parts or elements. These drawings are not necessarily drawn to scale. It should be understood that these drawings only depict some embodiments disclosed in the present application and should not be regarded as limiting the scope of the present application.

[0019] Figure 1 A schematic diagram of a hardware entity for network monitoring of an education platform applied in an embodiment of the present application;

[0020] Figure 2 is a flow chart of an information processing method according to an embodiment of the present application;

[0021] Figure 3 A schematic diagram of a scenario of an information processing method according to an embodiment of the present application;

[0022] Figure 4 is another schematic diagram of a scenario of an information processing method according to an embodiment of the present application;

[0023] Figure 5 is another schematic diagram of a scenario of an information processing method according to an embodiment of the present application;

[0024] Figure 6 is a structural block diagram of an information processing device according to an embodiment of the present application;

[0025] Figure 7 is another structural block diagram of an information processing device according to an embodiment of the present application;

[0026] Figure 8 It is a structural block diagram of an information processing device according to an embodiment of the present application. DETAILED DESCRIPTION

[0027] In the following, only some exemplary embodiments are briefly described. As those skilled in the art will appreciate, the described embodiments may be modified in various ways without departing from the spirit or scope of the present application. Therefore, the drawings and descriptions are considered to be exemplary and non-restrictive in nature.

[0028] Figure 1 is a schematic diagram of a hardware entity of an education platform network monitoring system applied to an embodiment of the present application, Figure 1 It includes: website server (also called web server), various clients (clients 1-3) and the network and telephone call center connecting the clients and website server; the client hardware can be a mobile phone, an all-in-one machine, a laptop, a smart terminal, etc., which generally requires downloading the corresponding client application software (APP) and logging in with different roles through the application software, including students, teachers, teaching assistants, auditors, supervisors, etc.; the website server is responsible for monitoring and generally does not need to download application software; the network includes a cloud storage platform and a TCP server.

[0029] Above Figure 1 The example is only an example of a hardware architecture to implement the embodiment of the present application. The embodiment of the present application is not limited to the above Figure 1 The hardware architecture.

[0030] Figure 2 FIG. 1 is a flowchart of an information processing method according to an embodiment of the present application. Figure 2 As shown, the method may include:

[0031] S101. Monitor the operation status of the online client.

[0032] In one example, the web server obtains relevant data reflecting the operation status of the online client, such as the client's screenshot, the help information actively reported by the client, etc., through which it can understand whether each online client is operating normally.

[0033] In one example, an online client has different types of roles, including but not limited to a teacher role, a student role, a teaching assistant role, and an auditor role, and different roles have different permissions during operations.

[0034] In an example, Figure 3 As shown, the online client captures a screenshot at fixed intervals and uploads it to the cloud server. After receiving the image address of the screenshot on the cloud server, the image address of the screenshot stored on the cloud server is transmitted to the web server together with the classroom information. Among them, the online client can be client A logged in as a teacher; in addition, the fixed time for uploading screenshots can be preset, such as setting it to upload a screenshot every 60 seconds. The web server can display relevant pictures for a period of time before the start of the class and during the class. The displayed pictures are refreshed every fixed time. Specifically, the web server can retrieve the pictures from the cloud server using the picture address corresponding to the classroom information according to the needs, and display them on the web page of the web server. For example, if the web server wants to display the class situation in classroom 300, it will download the relevant screenshots of classroom 300 from the cloud server and display them. The refresh frequency of the displayed pictures can be preset, such as setting it to refresh every 60 seconds. By uploading screenshots to a cloud server and then using the image address to selectively download and display them, the order of magnitude of bandwidth usage can be reduced. This improved web page transmission method uses the viewer's own browser function to open the web page and then render various effects. Compared with the existing technical method of directly transmitting videos or pictures to the web server, it has fast transmission speed, high clarity, short delay and low jitter.

[0035] S102: When an abnormal operation occurs in the running condition, obtain to-be-processed information related to the abnormal operation.

[0036] In one example, when an abnormal operation signal is received from an online client, it is determined that an abnormal operation has occurred in the monitored object, and the pending information related to the abnormal operation is obtained, including but not limited to image information and text information, wherein the image information includes the problem screenshot of the client with the abnormal operation and other related screenshots, and the text information includes the storage address of the problem screenshot on the cloud server, text description information, etc. It should be added that the abnormal operation signal can be triggered based on the user clicking the "help button", or based on the user actively sending the problem screenshot, problem description information, etc.

[0037] Obtain the pending information related to the abnormal operation, including: the image address of the problem screenshot stored on the cloud server, the text description of the problem, the classroom information, the client role where the problem occurred, etc., which can be received from the online client that sent the abnormal operation signal.

[0038] In one example, image information in the information to be processed is obtained from the cloud server, and the image information mainly includes the problem screenshot of the problem interface actively uploaded by the user and other related screenshots. The screenshot is not stored on the web server, but uploaded to the cloud server. The web server obtains the corresponding storage image address. When necessary, the web server can also select screenshots related to abnormal operations. For example, first obtain the image address of the problem screenshot sent by the client, and then obtain the corresponding problem screenshot from the cloud server based on the image address. It can also obtain other screenshots related to the problem screenshot, such as obtaining other screenshots that are close to the time when the problem screenshot was taken.

[0039] In one example, the image information includes the corresponding problem screenshot when the online client has abnormal operation. Specifically, when the online client encounters an operation problem, it can click the help button to send abnormal operation information and take a screenshot of the screen to generate a problem screenshot of the problem interface; if the teacher's client A encounters a problem, it can click the help button to take a screenshot of the problem screen of client A; if the students in the classroom encounter a problem, they can inform the teacher, and then the teacher operates on the teacher's client A, clicks the help button, and selects the student client B with the problem in the options that pop up, and then takes a screenshot of the screen of the student client B. In this example, the teacher first answers the question of the student client B in real time. If the teacher cannot solve it, the teacher will take a screenshot and upload it to other professionals for processing, which ensures the accuracy of the screenshot operation and improves the efficiency of solving the problem.

[0040] In one example, the method further includes:

[0041] The storage address of the screenshot on the cloud server and the basic information of the corresponding online client of the screenshot are obtained from the online client. Specifically, after performing the screenshot operation, the corresponding client sends the problem screenshot to the cloud server and obtains a corresponding image address. After that, the client sends the storage address together with the problem description, classroom information, etc. to the website server. The problem description includes the description of the problem manually entered by the client operator, such as a student or teacher. The classroom information is the relevant information of the virtual classroom where the corresponding client is located, such as the classroom serial number, class time, teacher information, number of students, etc. If the client with a student role encounters a problem, the relevant information of the student identity will also be sent to the website server.

[0042] According to the screenshot, the abnormal operation fault requested to be eliminated is obtained. After the website server obtains the screenshot, it is compared with the relevant information in the database to confirm the type of abnormal operation fault so as to find the corresponding solution strategy later. The screenshot can also be compared with the relevant information in the database according to the description of the problem to confirm the type of abnormal operation fault.

[0043] According to the basic information of the online client, determine the online client to which the processing strategy is to be sent. After obtaining the fault type of abnormal operation and the corresponding solution strategy in the subsequent steps, it is necessary to contact the corresponding client that caused the operation fault to inform the relevant information. The object to be contacted can be determined based on the teacher information or student identity related information in the basic information obtained previously.

[0044] S103: According to the information to be processed, query a database for a processing strategy for eliminating abnormal operation failures corresponding to the information to be processed.

[0045] In one example, the information to be processed may include the problem screenshot, other screenshots or text descriptions related to the problem screenshot, or the fault type of abnormal operation obtained in the previous step, and the database is searched based on the information to be processed to obtain a solution. The solution is then sent to the corresponding online client.

[0046] S104: In response to not finding the processing strategy in the database, or receiving feedback information that an abnormal operation exists after sending the processing strategy to the online client, starting the first application logged in by the web page, entering the virtual classroom corresponding to the online client, and performing troubleshooting for the abnormal operation.

[0047] In one example, when a solution cannot be found in the database, or when a processing strategy is sent to the corresponding online client, but feedback is received that the problem is still not solved, the first application logged in by the web page is started, and the virtual classroom corresponding to the online client is entered to perform troubleshooting of the abnormal operation to obtain a processing result that the abnormal operation has been eliminated. Specifically, it can be logged in to the client from the web page, enter the corresponding online classroom as a participant, observe and solve the problem on the spot, and finally solve the problem or eliminate the fault. Based on the above example, storing pictures on the cloud server instead of directly storing them on the Web server side reduces the order of magnitude of bandwidth occupied when the Web server transmits data, reduces the jamming situation, and ensures a better user experience; on the other hand, through the user's active reporting of abnormal situations, the passivity of monitoring is transformed into activeness, allowing the person who has problems to report actively, and providing a variety of reporting methods such as screenshots or text descriptions, so that the monitoring party can have a more comprehensive understanding of the problem; furthermore, when the processing strategy is not found or the feedback processing strategy does not work, the monitoring party can start the web page to log in to the first application to solve the problem in real time. This embodiment provides a variety of ways to solve the problem, improves the flexibility of solving the problem, and ensures that the problem is answered quickly and accurately, greatly improving the user experience.

[0048] The information processing method of an embodiment of the present application may also include: when an abnormal operation occurs in the running situation, starting a super customer service mode, establishing a first communication connection link with the online client, and sending text and / or voice information to the online client based on the first communication connection link.

[0049] In an example, Figure 4 As shown, when an abnormal operation occurs in the online client, the user can click the help button, send a screenshot of the problem or a description of the problem. After the web server obtains the relevant information, it can notify the client of the answer through the TCP server, that is, contact the corresponding client (including the client in the role of a student or the client in the role of a teacher) through QQ, online chat, etc., communicate with it directly through text or voice, obtain a more detailed description of the problem or guide it to solve the problem.

[0050] The information processing method of an embodiment of the present application may also include: waking up the local client to enter the classroom mode as a participant when an abnormal operation occurs in the running state, establishing a second communication connection link with the online client, and sending a wake-up message to the online client based on the second communication connection link.

[0051] In one example, when an abnormal operation occurs on the online client, the user can click the help button. After the web server obtains the relevant information, the user can log in to the client from the web page and enter the corresponding online classroom as a participant to observe and solve the problem on the spot, and finally solve the problem or troubleshoot the fault. When the client is operating, it is generally necessary to download the corresponding APP software and log in to operate, but the monitoring personnel on the web server do not need to download and log in to the APP software. In some cases, the screenshots or text descriptions sent by the client cannot clearly express the operation problems encountered. The monitoring personnel need to observe on the spot, clarify the problem and propose targeted solutions. At this time, in order to save operation steps and simplify the process, the monitoring personnel on the web server do not need to download the APP and register and log in. They only need to click the "Enter the classroom function" on the web page to directly evoke the local client to enter the classroom as a participant and contact the problematic client in real time to solve the problem.

[0052] The information processing method of an embodiment of the present application may further include: in response to the online client being absent from work or other abnormal operations, establishing a communication connection and displaying a first incoming call number. The first incoming call number and the second incoming call number that the online client establishes a communication connection and displays are the same fixed number.

[0053] In an example, Figure 5 As shown, when the online client is absent or an abnormal operation occurs, the web server can contact the corresponding online client and the relevant personnel in the same classroom by phone. Specifically, when an abnormal operation occurs on the online client, after the web server obtains the relevant pending information, it selects the object to be communicated by clicking the phone icon. The communication object can be one person or multiple people. For example, it can communicate only with the absent students, or communicate with the absent students and their class teachers. The telephone communication connection is established through the telephone call back center. At this time, the monitoring personnel's mobile phone or landline on the web server will receive a call from the system, and the first incoming call number will be displayed; after the monitoring personnel connects the call, the mobile phone or landline reserved by the object to be communicated will receive a call again. This phone is the phone that establishes a connection with the monitoring personnel based on the voice request, and is displayed as the second incoming call number, wherein the first incoming call number and the second incoming call number are displayed as the same phone number. Using this method to contact can avoid the monitoring personnel using their own personal phone to contact the user, and protect the privacy of both parties. At the same time, the unified contact through the telephone call back center is also convenient for counting the relevant costs generated by the call.

[0054] In one example, when a client is absent from class, the monitoring staff of the web server can also establish a connection with the absent client in the above manner. Specifically, when someone is not in the classroom, the monitoring page displayed by the web server will be highlighted in red to prompt that someone is not in the classroom. When the mouse hovers over the corresponding position of the virtual characters of the teacher, teaching assistant, student, and auditor on the page, it can be checked whether they are present and whether they are currently in the classroom, and based on this, it can be determined whether it is necessary to establish communication with them by phone. Teachers or students who are absent can be contacted by phone call back.

[0055] It should be noted that, although the above is introduced with teachers or students as examples, those skilled in the art will appreciate that the present application should not be limited thereto. In fact, users can flexibly set the role of using the online education platform according to personal preferences and / or actual application scenarios.

[0056] Figure 6 FIG. 1 is a block diagram showing a structure of an information processing device 100 according to an embodiment of the present invention. Figure 6 As shown, the device may include:

[0057] Monitoring module 110, used to monitor the operation of the online client;

[0058] An acquisition module 120 is used to acquire to-be-processed information related to an abnormal operation when an abnormal operation occurs in the operation condition;

[0059] A query module 130, configured to query a database for a processing strategy for eliminating abnormal operation failures corresponding to the information to be processed according to the information to be processed;

[0060] The solution module 140 is used to start the first application logged in by the web page in response to not finding the processing strategy in the database, or receiving feedback information of abnormal operation after sending the processing strategy to the online client, and enter the virtual classroom corresponding to the online client to perform troubleshooting for the abnormal operation.

[0061] The monitoring module also includes: obtaining image information in the information to be processed from the cloud server.

[0062] In the monitoring module, the image information in the monitoring module includes a screenshot generated when the online client undergoes the abnormal operation.

[0063] The monitoring module further comprises: obtaining, from the online client, a storage address of the screenshot in the cloud server and basic information of the online client corresponding to the screenshot;

[0064] According to the screenshot, the abnormal operation fault requested to be eliminated is obtained;

[0065] According to the basic information of the online client, the online client to which the processing policy is to be sent is determined.

[0066] Figure 7 FIG. 1 is a block diagram showing a structure of an information processing device 100 according to an embodiment of the present invention. Figure 7 As shown, the device may also include:

[0067] The first communication module 150 is used to start the super customer service mode when an abnormal operation occurs in the running situation, establish a first communication connection link with the online client, and send text and / or voice information to the online client based on the first communication connection link.

[0068] The second communication module 160 is used to wake up the online client to enter the classroom mode as a participant when an abnormal operation occurs in the running situation, establish a second communication connection link with the online client, and send a wake-up message to the online client based on the second communication connection link.

[0069] The call back module 170 is used to establish a communication connection and display the first incoming call number in response to the absence of the online client or other abnormal operations;

[0070] The first incoming call number and the second incoming call number displayed by the online client of the same classroom with a different identity type to establish a communication connection based on the voice request are the same fixed number.

[0071] The functions of the modules in the devices of the embodiments of the present invention can be found in the corresponding descriptions of the above methods, which will not be described in detail here.

[0072] Figure 8 FIG. 2 shows a structural block diagram of an information processing device according to an embodiment of the present invention. Figure 8 As shown, the information processing device includes: a memory 810 and a processor 820. The memory 810 stores a computer program that can be run on the processor 820. When the processor 820 executes the computer program, the information processing method in the above embodiment is implemented. The number of the memory 810 and the processor 820 can be one or more.

[0073] The information processing device also includes:

[0074] The communication interface 830 is used to communicate with external devices and perform data exchange transmission.

[0075] If the memory 810, the processor 820 and the communication interface 830 are implemented independently, the memory 810, the processor 820 and the communication interface 830 can be connected to each other through a bus and communicate with each other. The bus can be an Industry Standard Architecture (ISA) bus, a Peripheral Component Interconnect (PCI) bus or an Extended Industry Standard Architecture (EISA) bus. The bus can be divided into an address bus, a data bus, a control bus, etc. For ease of representation, Figure 8 Only one thick line is used in the diagram, but this does not mean that there is only one bus or only one type of bus.

[0076] Optionally, in a specific implementation, if the memory 810, the processor 820 and the communication interface 830 are integrated on a chip, the memory 810, the processor 820 and the communication interface 830 can communicate with each other through an internal interface.

[0077] An embodiment of the present invention provides a computer-readable storage medium storing a computer program, which implements the method provided in the embodiment of the present application when the program is executed by a processor.

[0078] An embodiment of the present application also provides a chip, which includes a processor for calling and executing instructions stored in the memory from the memory, so that a communication device equipped with the chip executes the method provided by the embodiment of the present application.

[0079] An embodiment of the present application also provides a chip, including: an input interface, an output interface, a processor and a memory, wherein the input interface, the output interface, the processor and the memory are connected via an internal connection path, and the processor is used to execute the code in the memory. When the code is executed, the processor is used to execute the method provided in the embodiment of the application.

[0080] It should be understood that the processor may be a central processing unit (CPU), or other general-purpose processors, digital signal processors (DSP), application specific integrated circuits (ASIC), field programmable gate arrays (FPGA) or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc. The general-purpose processor may be a microprocessor or any conventional processor, etc. It is worth noting that the processor may be a processor supporting the advanced RISC machines (ARM) architecture.

[0081] Further, optionally, the above-mentioned memory may include a read-only memory and a random access memory, and may also include a non-volatile random access memory. The memory may be a volatile memory or a non-volatile memory, or may include both volatile and non-volatile memories. Among them, the non-volatile memory may include a read-only memory (ROM), a programmable read-only memory (PROM), an erasable programmable read-only memory (EPROM), an electrically erasable programmable read-only memory (EEPROM), or a flash memory. The volatile memory may include a random access memory (RAM), which is used as an external cache. By way of example but not limitation, many forms of RAM are available. For example, static RAM (SRAM), dynamic random access memory (DRAM), synchronous DRAM (SDRAM), double data rate synchronous dynamic random access memory (DDR SDRAM), enhanced synchronous dynamic random access memory (ESDRAM), synchronous link dynamic random access memory (SLDRAM) and direct rambus RAM (DR RAM).

[0082] In the above embodiments, it can be implemented in whole or in part by software, hardware, firmware or any combination thereof. When implemented using software, it can be implemented in whole or in part in the form of a computer program product. The computer program product includes one or more computer instructions. When the computer program instructions are loaded and executed on a computer, the process or function according to the present application is generated in whole or in part. The computer can be a general-purpose computer, a special-purpose computer, a computer network, or other programmable devices. The computer instructions can be stored in a computer-readable storage medium, or transmitted from one computer-readable storage medium to another computer-readable storage medium.

[0083] In the description of this specification, the description with reference to the terms "one embodiment", "some embodiments", "example", "specific example", or "some examples" means that the specific features, structures, materials or characteristics described in conjunction with the embodiment or example are included in at least one embodiment or example of the present application. Moreover, the specific features, structures, materials or characteristics described may be combined in any one or more embodiments or examples in a suitable manner. In addition, those skilled in the art may combine and combine different embodiments or examples described in this specification and the features of different embodiments or examples, unless they are contradictory.

[0084] In addition, the terms "first" and "second" are used for descriptive purposes only and should not be understood as indicating or implying relative importance or implicitly indicating the number of technical features indicated. Therefore, a feature defined as "first" or "second" may explicitly or implicitly include at least one of the features. In the description of this application, the meaning of "plurality" is two or more, unless otherwise clearly and specifically defined.

[0085] Any process or method description in the flow chart or otherwise described herein can be understood to represent a module, fragment or portion of a code including one or more executable instructions for implementing the steps of a specific logical function or process. And the scope of the preferred embodiment of the present application includes other implementations, in which the functions may not be performed in the order shown or discussed, including in a substantially simultaneous manner or in a reverse order according to the functions involved.

[0086] The logic and / or steps represented in the flowchart or otherwise described herein, for example, can be considered as an ordered list of executable instructions for implementing logical functions, which can be embodied in any computer-readable medium for use by an instruction execution system, apparatus or device (such as a computer-based system, a system including a processor or other system that can fetch instructions from an instruction execution system, apparatus or device and execute instructions), or used in combination with these instruction execution systems, apparatuses or devices.

[0087] It should be understood that the various parts of the present application can be implemented with hardware, software, firmware or a combination thereof. In the above embodiments, multiple steps or methods can be implemented with software or firmware stored in a memory and executed by a suitable instruction execution system. All or part of the steps of the above embodiment method can be completed by instructing the relevant hardware through a program, which can be stored in a computer-readable storage medium, and when the program is executed, it includes one of the steps of the method embodiment or a combination thereof.

[0088] In addition, each functional unit in each embodiment of the present application can be integrated into a processing module, or each unit can exist physically separately, or two or more units can be integrated into one module. The above-mentioned integrated module can be implemented in the form of hardware or in the form of a software functional module. If the above-mentioned integrated module is implemented in the form of a software functional module and sold or used as an independent product, it can also be stored in a computer-readable storage medium. The storage medium can be a read-only memory, a disk or an optical disk, etc.

[0089] The above is only a specific implementation of the present application, but the protection scope of the present application is not limited thereto. Any technician familiar with the technical field can easily think of various changes or substitutions within the technical scope disclosed in the present application, which should be included in the protection scope of the present application. Therefore, the protection scope of the present application should be based on the protection scope of the claims.

Claims

1. An information processing method, characterized in that: The method comprises: Monitor the operation of online clients; In the case where an abnormal operation occurs in the running condition, obtaining to-be-processed information related to the abnormal operation reported by the user through the client; According to the information to be processed, searching a database for a processing strategy for eliminating abnormal operation failures corresponding to the information to be processed; In response to not finding the processing strategy in the database, or receiving feedback information indicating abnormal operation after sending the processing strategy to the online client, starting the first application logged in via a web page, entering the virtual classroom corresponding to the online client, and performing troubleshooting for the abnormal operation; The method further includes: when the operation status shows abnormal operation, starting the super customer service mode, establishing a first communication connection link with the online client, and sending text and / or voice information to the online client based on the first communication connection link; or When abnormal operation occurs in the running situation, the local client is awakened to enter the classroom mode as a participant, a second communication connection link is established with the online client, and a wake-up message is sent to the online client based on the second communication connection link.

2. The method according to claim 1, characterized in that When an abnormal operation occurs in the operation, information to be processed related to the abnormal operation is obtained, including: The image information in the information to be processed is obtained from the cloud server.

3. The method according to claim 2, characterized in that The image information includes a screenshot generated when the abnormal operation occurs on the online client; The method further comprises: Acquire, from the online client, the storage address of the screenshot in the cloud server and basic information of the online client corresponding to the screenshot; According to the screenshot, obtain the abnormal operation fault requested to be eliminated; The online client to which the processing policy is to be sent is determined according to the basic information of the online client.

4. The method according to any one of claims 1 to 3, characterized in that The method further comprises: In response to the online client not being present or other abnormal operations, establishing a communication connection and displaying a first incoming call number; The first incoming call number and the second incoming call number displayed by the online client of a different identity type in the same classroom to establish a communication connection based on a voice request are the same fixed number.

5. An information processing device, comprising: Monitoring module, used to monitor the operation of online clients; An acquisition module, used for acquiring, when an abnormal operation occurs in the running condition, information to be processed related to the abnormal operation reported by the user through the client; A query module, used to query a database for a processing strategy for eliminating abnormal operation failures corresponding to the information to be processed according to the information to be processed; A solution module, configured to, in response to failure to find the processing strategy in the database or receiving feedback information indicating abnormal operation after sending the processing strategy to the online client, start the first application logged in via a web page, enter the virtual classroom corresponding to the online client, and perform troubleshooting for the abnormal operation; The device further includes: a first communication module, configured to enable a super customer service mode when an abnormal operation occurs in the operation status, establish a first communication connection link with the online client, and send text and / or voice information to the online client based on the first communication connection link; or The second communication module is used to wake up the local client to enter the classroom mode as a participant when abnormal operation occurs in the running situation, establish a second communication connection link with the online client, and send a wake-up message to the online client based on the second communication connection link.

6. The device according to claim 5, characterized in that The monitoring module also includes: obtaining picture information in the information to be processed from a cloud server.

7. The device according to claim 6, characterized in that The image information in the monitoring module includes a screenshot generated when the abnormal operation occurs on the online client; The monitoring module further comprises: acquiring, from the online client, a storage address of the screenshot in the cloud server and basic information of the online client corresponding to the screenshot; According to the screenshot, obtain the abnormal operation fault requested to be eliminated; The online client to which the processing policy is to be sent is determined according to the basic information of the online client.

8. The device according to any one of claims 5 to 7, characterized in that: Also includes: A call back module, for establishing a communication connection and displaying a first incoming call number in response to absence of attendance or other abnormal operations of the online client; The first incoming call number is the same fixed number as the second incoming call number displayed by an online client of a different identity type in the same classroom to establish a communication connection based on a voice request.

9. An information processing device, characterized in that: include: A processor and a memory, wherein the memory stores instructions, and the instructions are loaded and executed by the processor to implement the method according to any one of claims 1 to 4.

10. A computer-readable storage medium, wherein a computer program is stored in the computer-readable storage medium, and when the computer program is executed by a processor, the method according to any one of claims 1 to 4 is implemented.

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