Information processing methods, devices and electronic equipment

Abstract

The embodiments of the present application disclose information processing methods, devices and electronic devices, wherein one method includes: providing virtual reality (VR) image information about the places associated with the target data object according to a request submitted by a first user client to browse the places associated with the target data object; the VR image information is obtained by three-dimensionally reconstructing the real scene of the places associated with the target data object; after receiving the request for obtaining customer service submitted by the first user client, allocating customer service resources to the first user client; obtaining information generated in the process of providing customer service, and generating demand order information by performing first information extraction on the information generated in the process of providing customer service. Through the embodiments of the present application, it is possible to provide online "shopping and talking" services for buyers and users, and enable the service platform to participate in the negotiation and communication process between buyers and sellers, providing better online services for users of both parties.

Description

Technical Field

[0001] The present application relates to the field of information processing technology, and in particular to information processing methods, devices and electronic equipment. Background Art

[0002] In traditional commodity object information systems, specific commodity objects are mainly finished products in stock. Sellers introduce the price, attributes and other information of their commodity objects through the online details page, and buyers can judge whether the commodity objects meet their needs by browsing the details page, and then place orders and make payments online.

[0003] In actual scenarios, there are some special cases. For example, there are usually service transaction needs between factories that provide processing and customization services and buyer users (usually business users such as enterprises) who have processing and customization needs. Specifically, some merchants may have the need to purchase in bulk such as gloves and clothing, and usually design the styles independently, and then purchase the processing and customization services from the factory, and the factory will produce and process according to the designed styles. In this process, buyer users usually need to pay attention to the factory's production line, process (materials, hemming process, dyeing process, etc.), cost, personnel and equipment capacity, production cycle, system certification (a certain industry, a certain country) and other aspects.

[0004] If the above information is displayed through traditional online graphic information, there will be a problem of lack of trust. Therefore, in the prior art, buyers usually need to visit the factory on site, and the customer service personnel in the factory provide them with face-to-face negotiations, showings and other services. It may even take multiple negotiations, or long-term negotiations, to reach a final transaction. However, from the perspective of buyers, this method is relatively inefficient and costly. For factories, this on-site visit service has high requirements on factory strength and service response. In addition, due to factors such as the high cost of buyers visiting the factory on site and the limited reception capacity of the factory, it may also cause customer loss and limit the completion of transactions.

[0005] Therefore, how to improve service efficiency in related scenarios such as processing and customization services and promote the completion of transactions has become a technical problem that needs to be solved by technical personnel in this field. Summary of the invention

[0006] This application provides an information processing method, device and electronic device, which can provide buyers with online "shopping and chatting" services, and enable the service platform to participate in the negotiation and communication process between buyers and sellers, providing better online services for users of both parties.

[0007] This application provides the following solutions:

[0008] An information processing method, comprising:

[0009] According to a request submitted by the first user client to browse the associated place of the target data object, virtual reality VR image information about the associated place of the target data object is provided; the VR image information is obtained by three-dimensionally reconstructing the real scene of the associated place of the target data object;

[0010] After receiving the request for obtaining customer service submitted by the first user client, allocating customer service resources to the first user client;

[0011] Information generated in the process of providing customer service is obtained, and demand sheet information is generated by performing first information extraction on the information generated in the process of providing customer service.

[0012] An information processing method, comprising:

[0013] Displaying virtual reality (VR) image information of a location associated with the target data object and providing operation options for initiating a customer service request; the VR image information is obtained by three-dimensionally reconstructing a real scene of the location associated with the target data object;

[0014] After receiving the customer service request through the operation option, it is submitted to the server so that the server can allocate customer service resources and obtain the information generated in the process of providing customer service. By performing a first information extraction on the information generated in the process of providing customer service, the demand order information is generated.

[0015] An information processing method, comprising:

[0016] According to a request submitted by the first user client to browse the place associated with the target data object, virtual reality VR image information about the place associated with the target data object is provided; the VR image information is obtained by three-dimensionally reconstructing the real scene of the place associated with the target data object;

[0017] After receiving the request for obtaining customer service submitted by the first user client, allocating customer service resources to the first user client;

[0018] Acquire information generated in the process of providing customer service, and generate negotiation minutes information by performing second information extraction on the information generated in the process of providing customer service;

[0019] After receiving the customer service request for the target data object from the first user client again, the negotiation minutes information is provided to the second user client associated with the newly allocated customer service resource.

[0020] An information processing method, comprising:

[0021] According to a request submitted by the first user client to browse the place associated with the target data object, virtual reality VR image information about the place associated with the target data object is provided; the VR image information is obtained by three-dimensionally reconstructing the real scene of the place associated with the target data object;

[0022] After receiving the request for obtaining customer service submitted by the first user client, obtaining service status information of multiple customer service resources of different priorities;

[0023] Starting from higher priority customer service resources, determine whether the current priority customer service resources are sufficient. If sufficient, allocate customer service resources to the first user client from the current priority customer service resources. Otherwise, allocate customer service resources to the first user client from other priority customer service resources in order of priority.

[0024] An information processing device, comprising:

[0025] A VR image providing unit is used to provide virtual reality VR image information about the associated place of the target data object according to a request submitted by the first user client to browse the associated place of the target data object; the VR image information is obtained by three-dimensionally reconstructing the real scene of the associated place of the target data object;

[0026] a customer service resource allocation unit, configured to allocate customer service resources to the first user client after receiving a request for obtaining customer service submitted by the first user client;

[0027] The demand form information generating unit is used to obtain information generated in the process of providing customer service, and to generate demand form information by performing first information extraction on the information generated in the process of providing customer service.

[0028] An information processing device, comprising:

[0029] A VR display unit is used to display virtual reality VR image information of a place associated with a target data object and provide an operation option for initiating a customer service request; the VR image information is obtained by three-dimensionally reconstructing a real scene of the place associated with the target data object;

[0030] The customer service request submission unit is used to submit the customer service request received through the operation option to the server so that the server can allocate customer service resources and obtain information generated in the process of providing customer service, and generate demand order information by performing first information extraction on the information generated in the process of providing customer service.

[0031] An information processing device, comprising:

[0032] A VR image providing unit is used to provide virtual reality VR image information about the place associated with the target data object according to a request submitted by the first user client to browse the place associated with the target data object; the VR image information is obtained by three-dimensionally reconstructing the real scene of the place associated with the target data object;

[0033] a customer service resource allocation unit, configured to allocate customer service resources to the first user client after receiving a request for obtaining customer service submitted by the first user client;

[0034] A negotiation minutes information generating unit, used to obtain information generated in the process of providing customer service, and to generate negotiation minutes information by performing second information extraction on the information generated in the process of providing customer service;

[0035] The negotiation minutes information providing unit is used to provide the negotiation minutes information to the second user client associated with the newly allocated customer service resource after receiving the customer service request of the first user client for the target data object again.

[0036] An information processing device, comprising:

[0037] A VR image providing unit is used to provide virtual reality VR image information about the place associated with the target data object according to a request submitted by the first user client to browse the place associated with the target data object; the VR image information is obtained by three-dimensionally reconstructing the real scene of the place associated with the target data object;

[0038] A service status information acquisition unit, configured to acquire service status information of multiple customer service resources of different priorities after receiving a request for acquiring customer service submitted by the first user client;

[0039] The customer service resource allocation unit is used to determine whether the customer service resources of the current priority are sufficient, starting from the customer service resources of higher priority. If sufficient, the customer service resources are allocated to the first user client from the customer service resources of the current priority; otherwise, the customer service resources are allocated to the first user client from the customer service resources of other priorities in order of priority.

[0040] According to the specific embodiments provided in this application, this application discloses the following technical effects:

[0041] Through the embodiments of the present application, VR image information about the places associated with the target data object can be provided to the buyer user client, and the buyer user can initiate a request for customer service while watching the VR image, so that the service platform can start from the perspective of the buyer user, based on the buyer user's on-site inspection of factories and other places and face-to-face negotiations, so that the buyer user can "shop and talk" online. In addition, during this process, the service platform can participate in the negotiation and communication process between the buyer and the seller, and provide better online services for both users.

[0042] Among them, in embodiments one and two, the service platform can obtain information generated in the process of providing customer services, and generate demand form information by performing first information extraction on the information generated in the process of providing customer services. In other words, the service platform can participate in the process of communication and negotiation between the two parties of the service, and can generate a demand form by collecting and extracting the information generated in the communication and negotiation between the two parties. The demand form can be provided to the factory and other service providers as a reference for subsequent service follow-up processes such as quoting to the first user, and can also be provided to the first user. The first user can conduct price inquiry and other processes with other factories and other service providers based on this, avoiding repeated consultation confirmation, which is conducive to improving efficiency.

[0043] In the third embodiment, during the process of providing customer service to the first user, the customer service personnel can extract the information exchanged between the two parties and generate a negotiation minutes. In this way, after receiving the customer service request of the first user client for the target factory again, the negotiation minutes information can be provided to the second user client associated with the newly allocated customer service resources. In this way, the negotiation context can be connected in series through the negotiation minutes information, thereby reducing the cost of the service provider access and the first user's multiple rounds of communication.

[0044] In the fourth embodiment, an effect of "sequential vibration" according to priority can be achieved, so as to give priority to ensuring the service quality while ensuring the service pick-up rate, and to facilitate the service provider to control costs while avoiding the situation where no one responds for a long time after the buyer user initiates a customer service request.

[0045] Of course, any product implementing the present application does not necessarily need to achieve all of the advantages described above at the same time. BRIEF DESCRIPTION OF THE DRAWINGS

[0046] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings required for use in the embodiments will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0047] Figure 1 It is a schematic diagram of the system architecture provided by the embodiment of the present application;

[0048] Figure 2 It is a schematic diagram of the service process provided by the embodiment of the present application;

[0049] Figure 3 is a flow chart of the first method provided in an embodiment of the present application;

[0050] Figure 4 is a schematic diagram of an interface provided by an embodiment of the present application;

[0051] Figure 5 is a flow chart of the second method provided in an embodiment of the present application;

[0052] Figure 6 is a flowchart of the third method provided in an embodiment of the present application;

[0053] Figure 7 is a flowchart of the fourth method provided in an embodiment of the present application;

[0054] Figure 8 is a schematic diagram of a first device provided in an embodiment of the present application;

[0055] Fig. 9 is a schematic diagram of a second device provided in an embodiment of the present application;

[0056] Fig.10 is a schematic diagram of a third device provided in an embodiment of the present application;

[0057] Fig.11 is a schematic diagram of a fourth device provided in an embodiment of the present application;

[0058] Fig.12 It is a schematic diagram of an electronic device provided in an embodiment of the present application. DETAILED DESCRIPTION

[0059] The following will be combined with the drawings in the embodiments of the present application to clearly and completely describe the technical solutions in the embodiments of the present application. Obviously, the described embodiments are only part of the embodiments of the present application, not all of the embodiments. All other embodiments obtained by ordinary technicians in this field based on the embodiments in the present application belong to the scope of protection of this application.

[0060] First of all, it should be noted that there are some service platforms in the prior art that can provide users with instant messaging, telephone, contact information of relevant social platforms, etc., so that customer service personnel of service providers such as factories can communicate and negotiate with buyers online. However, the platform cannot participate in the negotiation and transaction process between buyers and sellers to provide better online services. In addition, due to the lack of intuitive and visual information during the negotiation process, it is difficult for buyers to gain a sense of trust, which can easily lead to resource loss and user loss.

[0061] There are also some technologies that can provide VR (Virtual Reality) and voice-guided viewing capabilities, such as VR house viewing. However, since the objects displayed through VR in scenes such as house viewing are the objects that the buyer users actually need to purchase, it is easier for buyer users to directly obtain the information they need to care about from the VR content, and usually there is no need to negotiate and communicate with the seller users. Therefore, seller users usually do not need to provide service resources, and the reception threshold is relatively low. However, in the scenarios mainly involved in the embodiments of the present application, the buyer and seller are factories and merchant users with processing and customization needs. Therefore, when browsing VR image content, the buyer users will have higher demands for communication and negotiation.

[0062] For example, since the buyer needs to customize the factory's services, the specific price and delivery time are not fixed. Therefore, after browsing and communicating with the customer service staff, the buyer usually cannot directly place an order online. Instead, the relevant factory staff need to follow up, including quoting to the buyer. After confirming that the buyer meets his needs, the buyer purchases the processing and customization services of the specific factory to reach a deal. Or, after completing a communication, the buyer may also need to compare with other factories, etc. In short, after completing a communication and negotiation, it may take a long time to realize the transaction. If the existing technology is used, after completing a communication and negotiation, usually only the contact information of the buyer can be recorded, and the factory will contact the buyer according to the specific contact information for follow-up service. In the follow-up process, it may be necessary to confirm a lot of information repeatedly; if the buyer needs to inquire about prices from more factories, it is also necessary to repeat a lot of information with the customer service staff of other factories. Therefore, how to improve the efficiency of both buyers and sellers is a problem that needs to be considered.

[0063] In addition, even if you ultimately need to customize the services of a certain factory, you may need to browse, communicate and negotiate multiple times before you can reach a deal. How to ensure the continuity of the negotiation context and reduce the cost of factory access and multiple rounds of communication with buyers are also issues that need to be considered.

[0064] Furthermore, since the factory's process, production line, equipment capacity, etc. are usually highly professional, when improving customer service for buyers, the specific service provider needs to be highly professional, or need to have a better understanding of the actual situation of the specific factory. From this point of view, it is best for the specific factory to improve its own dedicated customer service resources. But on the other hand, in certain periods of time, the number of buyer users online at the same time may be relatively large, and the time required for a communication and negotiation with each buyer user may be relatively long, so the number of customer service resources required will be relatively large; while in other periods of time, the demand for the number of customer service resources may be relatively small, and so on. Therefore, if all customer service resources are provided by specific factories, it will be difficult to control the number of customer service resources. If the configuration is too small, the service pick-up rate during busy hours may not be guaranteed; if the configuration is too large, a large number of customer service resources may be idle during idle hours, resulting in a waste of resources on the factory side. Therefore, how to ensure service quality and service pick-up rate while avoiding the increase of costs on the factory side is also a problem that needs to be considered.

[0065] Obviously, simply combining VR technology with voice-guided viewing technology cannot meet the above-mentioned various needs. To this end, in the embodiment of the present application, a corresponding solution is provided. In this solution, first, the image information of factory-related places can be displayed to buyer users by VR. This VR image data can be obtained by reproducing the real scene of the specific place through three-dimensional modeling, so that buyer users can get the experience of visiting the factory site online. In view of the display problem of details in the VR scene, a spatial annotation method can be adopted to expand the annotation methods such as pictures, texts, videos, and commodities, which can be used for the display of details in different areas. In addition, on the basis of VR display, an entrance for initiating customer service requests can be provided to buyer users. So that buyer users can initiate customer service requests at any time while browsing specific VR images. In addition, in the process of providing specific customer services, the specific service platform can participate in the negotiation and transaction process between buyers and sellers to provide better online services.

[0066] For example, in response to the first problem above, after allocating specific customer service resources to the buyer user, the information generated in the process of providing customer service (for example, voice information generated during the communication and negotiation between the specific buyer user and the customer service personnel, etc.) can be obtained, and the demand sheet information can be generated by performing the first information extraction on such information. That is, by extracting the information generated in the process of providing customer service, the needs of the buyer user can be determined and a demand sheet can be generated. In this way, the demand sheet can be provided to a workbench associated with a specific factory, so that the factory can follow up on the specific buyer user's subsequent services based on the demand sheet, for example, provide a quotation to the buyer user, etc. Alternatively, a specific demand sheet can also be provided to the buyer user, so that the buyer user can send the demand sheet to other factories, inquire about prices from other factories, and so on. In this way, the information generated in the communication and negotiation process between the buyer and the seller can be generated into a demand sheet, so that the information generated in the communication and negotiation process can play a role in the subsequent service follow-up or inquiry process to other factories, thereby effectively improving service efficiency.

[0067] For the second question, the information generated in the process of providing customer service can be extracted to generate negotiation minutes information. In addition to the buyer's demand information, this negotiation minutes information can also include what questions the specific customer service provider has helped the buyer to answer in this negotiation, etc. Afterwards, when the same buyer user initiates a request for customer service for the same factory again, the specific negotiation minutes information can be provided to the user client associated with the newly allocated customer service resources, so that the new customer service personnel can continue to provide services to the buyer user on the basis of the negotiation minutes, thereby ensuring the continuity of the negotiation context and reducing the cost of factory access and multiple rounds of communication with buyers.

[0068] In response to the third question above, the embodiment of the present application can also support the access of multiple different customer service resources. For example, one of the customer service resources can be a dedicated customer service resource associated with a specific factory, and the other can be a public customer service resource provided by a specific customer service system. This public customer service resource can provide customer service for multiple factories, and can also be divided into multiple groups according to the industry to ensure that the customer service resources in the industry provide customer service for the buyer user. In addition, it can also include customer service resources provided by an intelligent voice service system. These intelligent voice services can learn relevant knowledge of various factories to obtain the ability to automatically answer questions raised by buyer users, or to have a dialogue with buyer users, etc. In addition, since the services provided by the customer service resources provided by the factory are often more comprehensive and can meet the actual situation of the factory, the public customer service resources in the form of manual service are second, and the intelligent customer service system is even second. Therefore, the priorities of various service resources can also be sorted. When a service request from a buyer user arrives, it can first be judged whether the customer service resources with higher priority are sufficient. If sufficient, they can be allocated to the user. Otherwise, it can be judged whether the customer service resources with lower priority are sufficient according to the order of priority, and so on. This can achieve an effect of "sequential vibration" according to priority, thereby giving priority to ensuring service quality while also ensuring the service pick-up rate. While facilitating cost control for the factory, it can also avoid situations where there is no response for a long time after the buyer initiates a customer service request.

[0069] From the perspective of system architecture, the embodiments of the present application can mainly provide a service platform. The users of the service platform can be buyer users (which can be referred to as first users in the embodiments of the present application, and can be merchant users with processing customization needs, etc.) on the one hand, and service provider users (which can be referred to as second users in the embodiments of the present application, and can be factories that provide processing customization services, etc.) on the other hand. Figure 1, the service platform may include a server, a client provided for the first user, and a client provided for the second user, etc. Among them, the client corresponding to the first user may exist in the form of a mobile application (App) and the like, so that the first user can obtain the relevant service by installing the relevant App in the mobile terminal device. Alternatively, the client corresponding to the first user may also exist in the form of a web page and the like. In addition, the client provided for the second user may exist in the form of a workbench and the like. In order to facilitate the access of service providers such as factories to specific customer service resources, a main account may be provided for a specific factory. The specific customer service resources may correspond to a sub-account associated with the main account. Multiple customer service resources provided by the same factory may be accessed to the server of the service system through the workbench. Accordingly, the server may schedule the customer service resources provided by the factory. In addition, the server may also be connected to the associated customer service system, intelligent voice service system, etc., so that in the case of insufficient customer service resources on the factory side, it may "follow the vibration" step by step according to a certain service classification line to ensure the pick-up rate of customer service requests while providing the first user with more comprehensive and more in line with the actual situation of the factory as much as possible.

[0070] From the perspective of service scenarios, Figure 2 As shown, the service platform provided by the embodiment of the present application can provide "VR factory viewing" capabilities, customer service capabilities, customer service resource scheduling capabilities, platform hosting capabilities, the ability to process and apply information generated in the customer service process, and so on. The specific "VR factory viewing" capabilities can include three-dimensional reconstruction of real scenes, and realize real-life roaming of factory scenes. In addition, multi-scene roaming such as workshops, exhibition halls, warehouses, annotation of media information in various formats, operation replay, etc. can also be realized. Customer service capabilities can include providing services to the first user through a variety of different customer service resources, realizing multi-level service echelons, and all-weather online services. The scheduling capabilities can realize one-to-one specialist scheduling and overflow scheduling (when a certain priority customer service resource is insufficient, it can be "shunted" to other priority customer service resources) and so on. Among them, for the case where the customer service resources configured by the factory itself are insufficient or even not configured, the platform intelligent hosting capabilities can be provided, that is, customer service can be provided to the first user through platform customer service resources, intelligent AI service systems, etc., to ensure the pick-up rate of the service. The ability to process and apply information generated during customer service can generate specific demand order information, negotiation minutes information, etc., to improve overall service efficiency, reduce factory access costs and the cost of multiple rounds of communication for the first user.

[0071] The specific implementation scheme provided in the embodiments of the present application is described in detail below.

[0072] Embodiment 1

[0073] First, this embodiment 1 provides an information processing method for the first problem from the perspective of the service platform. Figure 3 , the method may specifically include:

[0074] S310: According to a request submitted by a first user client for browsing a place associated with a target data object, provide virtual reality (VR) image information about the place associated with the target data object; the VR image information is obtained by three-dimensionally reconstructing a real scene of the place associated with the target data object.

[0075] The specific data object may refer to a specific service provider, for example, a processing and customization service provider such as a factory, or, in other scenarios, service providers in other fields. For ease of description, the specific implementation scheme is mainly introduced by taking a factory as an example in the embodiments of the present application.

[0076] In specific implementation, the real scene can be modeled for the places associated with the specific factory, and the corresponding VR image can be generated through three-dimensional reconstruction technology for rendering and display on the client of the first user. Among them, the specific places can include the workshop, warehouse, etc. of the factory. The same factory can be associated with VR image data of various different scenes such as workshops, warehouses and even samples. In addition, in order to display the details in the VR scene, annotation points can also be added to the VR image data to display specific processes, equipment, raw materials, processing methods, samples, etc. Specifically, the spatial annotation method can be used to expand the annotation methods such as pictures, texts, videos, and commodities, which can be used for the detailed display of different areas. For example: a certain link of the manufacturing process is suitable for short video annotation; exhibition hall samples are suitable for commodity annotation; cooperative customers are suitable for graphic annotation, and so on.

[0077] From the perspective of the first user client, an entry for browsing the selected factory can be provided in the client interface. After the first user selects a factory to browse through the specific entry, the first user client can obtain VR data associated with the factory from the server and render it for display. Figure 4 As shown, if the same factory includes VR data corresponding to multiple different scenes, one of the scenes can be used as the main scene, and the VR data of the main scene can be displayed by default. During the display process, an entrance for switching to other scenes can be provided, so that the first user can realize scene roaming by dragging his finger, and shuttle between the factory workshop, warehouse, exhibition hall, and sample room to clearly see the overall picture of the factory. In addition, you can also interact with the marked points to understand the factory's strength in detail, such as technology, equipment, raw materials, processing methods, and samples.

[0078] S320: After receiving the request for obtaining customer service submitted by the first user client, allocate customer service resources to the first user client.

[0079] During the process of displaying the VR image, the first user client can also provide an operation option for initiating a customer service request. In this way, during the process of displaying the factory through the VR image, if the first user is interested in the factory and wants to obtain more information, a request for obtaining customer service can be initiated through the operation option. Correspondingly, after receiving the request, the server can allocate specific customer service resources to the first user.

[0080] Among them, in the specific implementation, there may be multiple specific customer service resources. For example, in one of the ways, the specific customer service resources may include: customer service resources dedicated to the target factory. That is to say, it may be a customer service team maintained by the target factory itself, etc. In the specific implementation, in order to facilitate the scheduling of factory-specific customer service resources through the service platform, as mentioned above, the specific service platform can generate corresponding master account information for the target factory, and there may be multiple dedicated customer service resources associated with the target factory. Therefore, the master account may include multiple sub-accounts, and each dedicated customer service resource may correspond to a sub-account respectively. The management user on the factory side can publish through the corresponding workbench according to the scheduling of the second user corresponding to the specific customer service resource, so that the service platform can schedule such customer service personnel. In this way, after receiving the request for obtaining customer service resources initiated by the first user, a session connection can be established between the first user client and the second user client associated with the customer service resource, so as to provide customer service for the first user through the session connection.

[0081] That is to say, in the above case, the communication between the first user and the factory-specific customer service personnel can be realized through the session connection established within the service platform. Specifically, in order to avoid affecting the impact on the VR image, the specific session connection can be an audio stream session connection, so that in the process of displaying the VR image information of the associated place of the target factory, customer service can be provided to the first user by means of the voice. In this process, the customer service personnel can also show the first user, for example, after entering the "show" mode, the control of the specific VR image display interface can be handed over to the customer service personnel, the interface displayed by the first user client changes synchronously with the interface of the customer service personnel, and so on. In this way, the customer service personnel can show the first user while explaining and introducing through the audio session connection, so that the first user can get the experience of having a customer service staff show the first user in the factory.

[0082] Alternatively, since the cost of generating VR images is relatively high, some other situations may not be completely suitable for presentation through VR images. Therefore, not all scenes in the factory may have corresponding VR images. To this end, in a specific implementation, the specific session connection may also include a video stream session connection; after creating such a video session connection, the display process of the VR image information may be paused, and the video stream collected by the second user client associated with the customer service resource may be provided to the first user client through the video stream session connection. In this way, the customer service staff can explain to the first user through video.

[0083] In addition, in specific implementation, audio and video methods can also be combined. For example, in the default state, an audio session connection can be created, and at the same time, an operation option for switching the session connection type can be provided in the second user client associated with the customer service staff. If, during the audio session, it is found that some information cannot be better presented through VR images, the customer service staff can switch to the video session connection state through this operation option, so that the customer service staff can provide a more detailed explanation to the first user through the video images collected on site.

[0084] It should be noted that, in actual applications, since the same first user may need to communicate with the factory for multiple times before reaching a final transaction, if the same customer service staff can be communicated with during each communication, efficiency and user experience can be effectively improved. Therefore, in specific implementation, after receiving the request for obtaining customer service from the first user client, it can also be determined whether the first user client has initiated a request for obtaining customer service for the target factory for the first time. If not, the customer service resources that have provided customer service to the first user can be preferentially allocated to the first user client.

[0085] In another case, when the factory's dedicated customer service resources are insufficient or the factory has not deployed dedicated customer service resources, the service platform can also provide "intelligent hosting" and provide customer service to the first user through a customer service system or an intelligent AI system.

[0086] That is, the specific customer service resources may also include: customer service resources provided by the associated customer service system for multiple factories; the common customer service resources include multiple different groups (which may be referred to as "industry customer service") for providing customer service for multiple industries respectively. At this time, when allocating customer service resources for the first user client, the target industry to which the target factory belongs may be determined first, and then a service request may be sent to the customer service system, and the information of the target industry may be carried so that the customer service system may determine the target customer service resource from the group associated with the target industry. After that, a voice connection may be established for the first user client. Since the customer service resources provided by the specific customer service system are usually provided through the lines provided by the telecommunications operator (for example, mainly telephone lines such as "service hotlines"), the voice connection established within the service platform may also be connected in series with the telecommunications operator connection corresponding to the target customer service resource to realize the call between the first user and the customer service personnel. It should be noted here that although the customer service system provides services for multiple factories (in fact, the services that the customer service system can provide are not limited to the service scenarios in the embodiments of the present application), since specific customer service groups can be provided for a variety of different industries, the specific customer service personnel at least have the professional knowledge of the industry, and through such customer service personnel, the first user may be provided with services such as explanations of professional knowledge.

[0087] In addition, specific customer service resources may also include: customer service resources (AI resources) provided by the intelligent voice service system. At this time, when allocating customer service resources to the first user client, a session connection may be established between the first user client and the customer service resources provided by the intelligent voice service system, so that the intelligent voice service system provides customer service to the first user through the session connection. In other words, specific communication services may be provided to the first user through an AI voice robot or the like.

[0088] It should be noted here that the AI ​​system can learn the knowledge system of the industry or specific factory in advance, so that the AI ​​system can provide the first user with answers to questions related to the specific industry or even the specific factory. In addition, the AI ​​system can also have functions such as graph mining, similar question / answer retrieval, intent recognition, sentence pattern recognition, etc., so as to understand the content of the first user's conversation and provide accurate answers to the corresponding questions.

[0089] In short, no matter what specific form of customer service resources, one-to-one exclusive customer service resources can be provided to the first user, allowing the first user to ask questions and get feedback in real time, making it easier to express the intention and demands for processing and customization, and ultimately promote cooperation.

[0090] In addition, as mentioned above, the specific available customer service resources may include multiple types at the same time. Since different customer service resources have different service capabilities when providing services to the first user, different priorities may be assigned to the customer service resources. For example, the specific multiple customer service resources of different priorities may include the aforementioned three types, namely, customer service resources dedicated to the target factory, customer service resources provided by the associated customer service system and available to multiple factories, and customer service resources provided by the intelligent voice service system.

[0091] In this case, it is possible to start from the customer service resources with higher priority and determine whether the customer service resources of the current priority are sufficient. If sufficient, customer service resources are allocated to the first user client from the customer service resources of the current priority. Otherwise, customer service resources are allocated to the first user client from customer service resources of other priorities in the order of priority. For example, in a specific implementation, the customer service resources dedicated to the factory have the highest priority, followed by the customer service resources provided by the customer service system, and the intelligent service system. At this time, after receiving the request for obtaining customer service from the specific first user, it is possible to first determine whether the dedicated customer service resources associated with the factory are sufficient. If sufficient, customer service resources are allocated to the first user from the dedicated customer service resources, so that the first user has priority to obtain more professional services. When the dedicated customer service resources of the factory are insufficient, the "sequential ringing" mechanism can be used to ring backward step by step according to the preset service classification route, and diverted to the industry customer service or intelligent voice robot provided by the customer service system, so that the inquiry call is guaranteed and the service pick-up rate is ensured.

[0092] In addition, after allocating lower priority customer service resources to the first user client, if available customer service resources appear in the higher priority customer service resources, customer service resources can be re-allocated to the first user client from the higher priority customer service resources.

[0093] S330: Acquire information generated in the process of providing customer service, and generate demand order information by performing first information extraction on the information generated in the process of providing customer service.

[0094] After allocating customer service resources to the first user client, the service platform can also participate in the communication and negotiation process between the buyer and the seller. Specifically, in this first embodiment, the information generated in the process of providing customer service can be obtained, and the first information can be extracted from the information generated in the process of providing customer service to generate demand sheet information. The demand sheet information here can be specifically used to record various needs of the first user. Correspondingly, the first information is the information corresponding to the specific fields of the demand sheet, for example, it can include specific time requirements, quantity requirements, required processes, etc.

[0095] The demand form can be provided to the factory for use as a reference when making a quotation to the first user. In addition, the demand form can also be provided to the first user. When the first user needs to inquire about prices from more factories, more efficient communication can be achieved by directly sending the demand form to the corresponding factory, thereby avoiding repeated communication on the same issue between different factories.

[0096] Among them, when providing services to the first user through various different customer service resources, the specific way of generating the demand form may also be different. Among them, if the service is provided to the first user through the factory-specific customer service resources, the voice information generated in the process of providing customer service can be collected, and then, in the service process, the demand form information can be generated by extracting the first information from the collected voice information. In this way, the demand form information can be provided to the first user client for confirmation before the customer service process ends. In other words, a specific demand form can be generated during the customer service process. In this way, the demand form information can be sent to the first user for confirmation before the customer service ends to ensure the accuracy of the information. Alternatively, in another way, after the service ends, the first information can be extracted through the recorded audio data to generate the demand form information. At this time, the first user can confirm by sending an email or an in-site message to the first user, and so on.

[0097] If the public customer service resources provided by the customer service system provide services for the first user, then after receiving the service request and determining the target customer service resource, the specific customer service system can usually create a corresponding work order and provide the work order to the target customer service resource so that the service provider associated with the target customer service resource can provide customer service for the first user according to the work order. At this time, the specific customer service provider can also fill in the information obtained during the customer service process into the work order. Correspondingly, the service platform server can obtain the work order filled in by the service provider of the target customer service resource, and generate the demand order information by extracting the first information from the work order.

[0098] In addition, if the service is provided by an intelligent voice service system, the conversation content information between the customer service resources provided by the intelligent voice service system and the first user client can be obtained, and the demand order information can be generated by extracting the first information from the conversation content information.

[0099] In addition, in a specific implementation, since the first user may need to negotiate and communicate with the factory for multiple times, in order to achieve the consistency of the negotiation context and reduce the cost of factory access and multiple rounds of communication for the first user, the second information generated in the process of providing customer service can be extracted to generate negotiation minutes information. The specific second information can include a summary of the conversation between the two parties. In this way, after receiving the customer service request of the first user client for the target factory again, the negotiation minutes information is provided to the second user client associated with the newly allocated customer service resources.

[0100] In summary, through this first embodiment, VR image information about factory-related places can be provided to the first user client, and the first user can initiate a request for customer service while watching the VR image. After receiving a specific request, customer service resources can be allocated to the first user, and information generated in the process of providing customer service can be obtained, and demand form information can be generated by extracting the first information generated in the process of providing customer service. In other words, the service platform can participate in the process of communication and negotiation between the two parties of the service, and can generate a demand form by collecting and extracting the information generated in the communication and negotiation between the two parties. The demand form can be provided to the factory as a reference for subsequent service follow-up processes such as quoting to the first user, and can also be provided to the first user. The first user can conduct price inquiries and other processes with other factories based on this, avoiding repeated consultation confirmations, which is conducive to improving efficiency.

[0101] Embodiment 2

[0102] The second embodiment corresponds to the first embodiment and provides an information processing method from the perspective of the first user client. Figure 5 ,include:

[0103] S510: Displaying virtual reality VR image information of the place associated with the target data object, and providing an operation option for initiating a customer service request; the VR image information is obtained by three-dimensionally reconstructing the real scene of the place associated with the target data object;

[0104] S520: After receiving the customer service request through the operation option, submit it to the server so that the server can allocate customer service resources and obtain information generated in the process of providing customer service. Generate demand order information by performing first information extraction on the information generated in the process of providing customer service.

[0105] In specific implementation, before the customer service ends, the demand form information provided by the server can be received, the demand form information can be displayed, and operation options for editing or confirming the demand form can be provided.

[0106] Embodiment 3

[0107] This third embodiment provides an information processing method for the second problem mentioned above (i.e., the problem of the coherence of the discussion context). Figure 6 , the method may specifically include:

[0108] S610: providing virtual reality (VR) image information about the place associated with the target data object according to a request submitted by the first user client to browse the place associated with the target data object; the VR image information is obtained by three-dimensionally reconstructing a real scene of the place associated with the target data object;

[0109] S620: After receiving the request for obtaining customer service submitted by the first user client, allocating customer service resources to the first user client;

[0110] Steps S610 to S620 in the third embodiment may be the same as steps S310 to S320 in the first embodiment, and will not be described in detail here.

[0111] S630: Acquire information generated in the process of providing customer service, and generate negotiation minutes information by performing second information extraction on the information generated in the process of providing customer service;

[0112] After customer service resources are specifically allocated to the first user client, in the process of providing customer service for the first user, information generated in the process of providing customer service can be obtained, and the information generated in the process of providing customer service can be extracted by performing second information extraction on the information generated in the process of providing customer service to generate negotiation minutes information. The specific negotiation minutes information may include summary information of the conversation between the two parties, etc. Among them, in the process of generating negotiation minutes information, since the information collected in the customer service process is mainly recorded audio information, therefore, when performing information extraction, the audio data can first be subjected to speech recognition, that is, the voice content is converted into text content, and then the text content is understood by natural language, etc., to achieve understanding of the conversation content, and extraction of summary content (for example, key content containing certain keywords, etc.). In addition, in the process of processing audio data, the content spoken by each of the two parties in the conversation can also be identified by means of timbre recognition, etc., and can be marked in the negotiation minutes information, etc.

[0113] S640: After receiving the customer service request for the target data object from the first user client again, provide the negotiation minutes information to the second user client associated with the newly allocated customer service resource.

[0114] Through this third embodiment, during the process of the customer service personnel providing customer service to the first user, the information exchanged between the two parties can be extracted to generate a negotiation minutes. In this way, after receiving the customer service request of the first user client for the target factory again, the negotiation minutes information can be provided to the second user client associated with the newly allocated customer service resources. In this way, the negotiation context can be connected in series through this negotiation minutes information, thereby reducing the cost of factory access and multiple rounds of communication with the first user.

[0115] Embodiment 4

[0116] This fourth embodiment provides an information processing method for the third problem mentioned above, that is, for the needs of factory service resource cost control and service pick-up rate. Figure 7 , the method may specifically include:

[0117] S710: providing virtual reality (VR) image information about the place associated with the target data object according to a request submitted by the first user client to browse the place associated with the target data object; the VR image information is obtained by three-dimensionally reconstructing a real scene of the place associated with the target data object;

[0118] Step S710 in the fourth embodiment may be the same as step S310 in the first embodiment, and will not be described in detail here.

[0119] S720: After receiving the request for obtaining customer service submitted by the first user client, obtain service status information of multiple customer service resources of different priorities;

[0120] S730: Starting from customer service resources with higher priority, determine whether customer service resources with current priority are sufficient. If sufficient, allocate customer service resources to the first user client from the customer service resources with current priority. Otherwise, allocate customer service resources to the first user client from customer service resources with other priorities in order of priority.

[0121] In a specific implementation, after allocating lower priority customer service resources to the first user client, if available customer service resources appear in the higher priority customer service resources, customer service resources can be re-allocated to the first user client from the higher priority customer service resources.

[0122] Among them, the multiple customer service resources of different priorities include: customer service resources dedicated to the target factory, customer service resources provided by the associated customer service system and available to multiple factories, and customer service resources provided by the intelligent voice service system.

[0123] Through this fourth embodiment, an effect of "sequential vibration" according to priority can be achieved, so that while giving priority to ensuring service quality, the service pick-up rate can also be guaranteed, and while facilitating cost control for the factory, it can avoid the situation where no one responds for a long time after the buyer user initiates a customer service request.

[0124] For the undescribed parts in the above-mentioned Embodiments 2 to 4, please refer to the records of the above-mentioned Embodiment 1 and other parts, which will not be repeated here.

[0125] It should be noted that in the above embodiments, the specific implementation scheme is mainly introduced by taking the factory data object as an example. In actual applications, the above implementation scheme can also be applied to many other specific scenarios, corresponding to different data objects. For example, it can specifically include VR house viewing scenes, which can be different from traditional VR house viewing. In the process of providing VR images of the room, various types of customer services can also be provided to consumer users, and customer service resources can also be allocated according to the priority of various customer services and service status information. In the process of providing services to users through customer service resources, the demand form information can also be generated by performing a first information extraction on the information generated in the process of providing customer service. Alternatively, by performing a second information extraction on the information generated in the process of providing customer service, negotiation minutes information is generated for providing to the customer service resource client that subsequently provides customer service to the same consumer user.

[0126] For another example, in online shopping guide scenarios in places such as shopping malls and supermarkets, that is, specific data objects can be service providers such as shopping malls and supermarkets, or specific commodity objects in such service providers, and so on. At this time, VR images of physical stores associated with specific shopping malls or supermarkets can also be provided to consumer users. At the same time, since consumer users may also have the need to communicate and negotiate with customer service personnel while browsing such VR images. Especially for some commodities with higher unit prices, the demand in this regard may be more obvious. At this time, the solution provided in the embodiment of the present application can also be used to provide various types of customer services, and customer service resources can also be allocated according to the priority of various customer services and service status information. In the process of providing services to users through customer service resources, demand order information can also be generated. Alternatively, negotiation minutes information, and so on can also be generated.

[0127] For example, in scenarios such as online invigilation in the field of distance education, there may also be some needs for real-time interaction. At this time, VR images can also be provided based on the specific examination room. In addition, the above-mentioned technical solutions related to customer service provided in the embodiments of this application can also be applied to this scenario.

[0128] For another example, in a live broadcast scene, the technical solution provided by the embodiment of the present application can also be used. In the process of providing live broadcast images, a VR entrance can also be provided, so that consumers can switch to the VR interface to view richer information while watching the live broadcast. For example, the host's dressing effect can be viewed from a variety of different perspectives, and different perspectives required by different users can be provided. At the same time, through a specific customer service entrance, the platform can also participate in the process of providing customer service to users to provide users with richer services.

[0129] Furthermore, in the medical field, hospitals and the like can also be used as data objects, and specific VR images can be generated by three-dimensionally reconstructing the hospital's medical equipment, inpatient environment, etc. This allows patient users to understand the situation of the hospital through VR images. In addition, an entrance for connecting with doctors, experts, etc. can be provided in the VR interface, so that patient users can connect with doctors, experts, etc. in the process of understanding specific wards by browsing VR images, so as to obtain richer information through communication, negotiation, etc. At the same time, the platform can also generate specific demand orders, negotiation minutes, etc.

[0130] It should be noted that the embodiments of the present application may involve the use of user data. In actual applications, user-specific personal data can be used in the scheme described herein within the scope permitted by applicable laws and regulations, subject to the requirements of applicable laws and regulations of the country where the user is located (for example, with the user's explicit consent, effective notification to the user, etc.).

[0131] Corresponding to the first embodiment, the present application embodiment also provides an information processing device, see Figure 8 , the device may specifically include:

[0132] The VR image providing unit 810 is used to provide virtual reality VR image information about the associated place of the target data object according to the request submitted by the first user client to browse the associated place of the target data object; the VR image information is obtained by three-dimensionally reconstructing the real scene of the associated place of the target data object;

[0133] A customer service resource allocation unit 820 is configured to allocate customer service resources to the first user client after receiving the request for obtaining customer service submitted by the first user client;

[0134] The demand form information generating unit 830 is used to obtain information generated in the process of providing customer service, and to generate demand form information by performing first information extraction on the information generated in the process of providing customer service.

[0135] Wherein, the customer service resources include: customer service resources dedicated to the target data object;

[0136] The customer service resource allocation unit can be specifically used for:

[0137] A session connection is established between the first user client and a second user client associated with the customer service resource, so as to provide customer service for the first user through the session connection.

[0138] The session connection includes an audio stream session connection so as to provide customer service to the first user by means of voice during the process of displaying VR image information of the place associated with the target factory data object.

[0139] Specifically, the session connection includes a video stream session connection;

[0140] At this time, the device may further include:

[0141] The process suspension processing unit is used to suspend the display process of the VR image information and provide the video stream collected by the second user client associated with the customer service resource to the first user client through the video stream session connection.

[0142] Wherein, the customer service resource allocation unit may include:

[0143] A determination subunit, configured to determine whether the first user client initiates a request to obtain customer service for the target factory data object for the first time;

[0144] The allocation subunit is configured to, if not, preferentially allocate to the first user client a customer service resource that has provided customer service to the first user.

[0145] Specifically, the demand form information generating unit can be used to:

[0146] Collect voice information generated during the provision of customer service;

[0147] Generating the demand order information by performing first information extraction on the collected voice information;

[0148] The device may also include:

[0149] A confirmation unit is used to provide the demand form information to the first user client for confirmation before the customer service process ends.

[0150] In addition, the device may also include:

[0151] A negotiation minutes information generating unit, configured to generate negotiation minutes information by extracting second information from the information generated in the process of providing customer service;

[0152] The negotiation minutes information providing unit is used to provide the negotiation minutes information to the second user client associated with the newly allocated customer service resource after receiving the customer service request of the first user client for the target plant data object again.

[0153] In another embodiment, the customer service resources include: customer service resources provided by an associated customer service system and available to multiple factory data objects; the public customer service resources include multiple different groups for providing customer service for multiple industries respectively;

[0154] At this time, the customer service resource allocation unit can be specifically used to:

[0155] Determine the target industry to which the target factory data object belongs;

[0156] Sending a service request to the customer service system, and carrying the information of the target industry, so that the customer service system can determine the target customer service resources from the group associated with the target industry;

[0157] A voice connection is established for the first user client, and the voice connection is connected in series with a telecommunications operator connection corresponding to the target customer service resource.

[0158] Specifically, after receiving the service request and determining the target customer service resource, the customer service system creates a corresponding work order and provides the work order to the target customer service resource, so that a service provider associated with the target customer service resource can provide customer service to the first user according to the work order and fill in the information obtained during the customer service process into the work order;

[0159] At this time, the demand order information generating unit can be specifically used for:

[0160] A work order filled in by a service provider of the target customer service resource is obtained, and the demand order information is generated by extracting first information from the work order.

[0161] In another embodiment, the customer service resources include: customer service resources provided by an intelligent voice service system;

[0162] At this time, the customer service resource allocation unit can be specifically used to:

[0163] A session connection is established between the first user client and the customer service resources provided by the intelligent voice service system, so that the intelligent voice service system provides customer service for the first user through the session connection.

[0164] Specifically, the demand order information generating unit can be used for:

[0165] The conversation content information between the customer service resource provided by the intelligent voice service system and the first user client is obtained, and the demand order information is generated by extracting the first information from the conversation content information.

[0166] Specifically, the customer service resources include customer service resources of multiple different priorities;

[0167] The customer service resource allocation unit can be specifically used for:

[0168] Starting from higher priority customer service resources, determine whether the current priority customer service resources are sufficient. If sufficient, allocate customer service resources to the first user client from the current priority customer service resources. Otherwise, allocate customer service resources to the first user client from other priority customer service resources in order of priority.

[0169] In addition, the device may also include:

[0170] A reallocation unit is used to reallocate customer service resources to the first user client from the higher priority customer service resources after allocating lower priority customer service resources to the first user client, if available customer service resources appear in the higher priority customer service resources.

[0171] Among them, the multiple customer service resources of different priorities include: customer service resources dedicated to the target factory data object, customer service resources provided by the associated customer service system and available to multiple factory data objects, and customer service resources provided by the intelligent voice service system.

[0172] In a specific implementation, the device may further include:

[0173] The first demand sheet information providing unit is used to provide the demand sheet information to a client associated with the target factory data object, so that the target factory data object can follow up the service for the first user according to the demand sheet information.

[0174] The second demand sheet information providing unit is used to provide the demand sheet information to the first user client, so that the first user can make service consultation to other factory data objects according to the demand sheet information.

[0175] In addition, the device may also include:

[0176] The labeling unit is used to label the target area of ​​the VR image so as to display the target area in detail.

[0177] There are multiple target areas corresponding to multiple different content types, and target areas of different content types are marked in different ways.

[0178] Corresponding to the second embodiment, the present application embodiment also provides an information processing device, see Fig. 9 , the device may include:

[0179] VR display unit 910, used to display virtual reality VR image information of the place associated with the target data object and provide operation options for initiating a customer service request; the VR image information is obtained by three-dimensionally reconstructing the real scene of the place associated with the target data object;

[0180] The customer service request submission unit 920 is used to submit the customer service request received through the operation option to the server so that the server can allocate customer service resources and obtain information generated in the process of providing customer service, and generate demand order information by performing a first information extraction on the information generated in the process of providing customer service.

[0181] In a specific implementation, the device may further include:

[0182] A demand order information receiving unit, used to receive demand order information provided by the server before the customer service ends;

[0183] The demand form information display unit is used to display the demand form information and provide operation options for editing or confirming the demand form.

[0184] Corresponding to the third embodiment, the present application embodiment also provides an information processing device, see Fig.10 , the device may include:

[0185] The VR image providing unit 1010 is used to provide virtual reality VR image information about the place associated with the target data object according to a request submitted by the first user client to browse the place associated with the target data object; the VR image information is obtained by three-dimensionally reconstructing the real scene of the place associated with the target data object;

[0186] The customer service resource allocation unit 1020 is configured to allocate customer service resources to the first user client after receiving the request for obtaining customer service submitted by the first user client;

[0187] A negotiation minutes information generating unit 1030 is used to obtain information generated in the process of providing customer service, and to generate negotiation minutes information by performing second information extraction on the information generated in the process of providing customer service;

[0188] The negotiation minutes information providing unit 1040 is used to provide the negotiation minutes information to the second user client associated with the newly allocated customer service resource after receiving the customer service request for the target data object from the first user client again.

[0189] Corresponding to the fourth embodiment, the present application embodiment also provides an information processing device, see Fig.11 , the device may include:

[0190] The VR image providing unit 1110 is used to provide virtual reality VR image information about the place associated with the target data object according to a request submitted by the first user client to browse the place associated with the target data object; the VR image information is obtained by three-dimensionally reconstructing the real scene of the place associated with the target data object;

[0191] The service status information acquisition unit 1120 is configured to acquire service status information of multiple customer service resources of different priorities after receiving the request for acquiring customer service submitted by the first user client;

[0192] The customer service resource allocation unit 1130 is used to determine whether the customer service resources of the current priority are sufficient, starting from the customer service resources of higher priority. If sufficient, customer service resources are allocated to the first user client from the customer service resources of the current priority. Otherwise, customer service resources are allocated to the first user client from the customer service resources of other priorities in order of priority.

[0193] In a specific implementation, the device may further include:

[0194] A reallocation unit is used to reallocate customer service resources to the first user client from the higher priority customer service resources after allocating lower priority customer service resources to the first user client, if available customer service resources appear in the higher priority customer service resources.

[0195] Among them, the multiple customer service resources of different priorities include: customer service resources dedicated to the target data object, customer service resources provided by the associated customer service system and available to multiple data objects, and customer service resources provided by the intelligent voice service system.

[0196] In addition, an embodiment of the present application further provides a computer-readable storage medium on which a computer program is stored, and when the program is executed by a processor, the steps of any one of the methods in the aforementioned method embodiments are implemented.

[0197] And an electronic device, comprising:

[0198] one or more processors; and

[0199] A memory associated with the one or more processors, the memory being used to store program instructions, wherein the program instructions, when read and executed by the one or more processors, execute the steps of the method described in any one of the aforementioned method embodiments.

[0200] in, Fig.12 The architecture of the electronic device is shown as an example, which may include a processor 1210, a video display adapter 1211, a disk drive 1212, an input / output interface 1213, a network interface 1214, and a memory 1220. The processor 1210, the video display adapter 1211, the disk drive 1212, the input / output interface 1213, the network interface 1214, and the memory 1220 may be communicatively connected via a communication bus 1230.

[0201] Among them, the processor 1210 can be implemented by a general-purpose CPU (Central Processing Unit), a microprocessor, an application-specific integrated circuit (Application Specific Integrated Circuit, ASIC), or one or more integrated circuits, etc., to execute relevant programs to implement the technical solution provided in this application.

[0202] The memory 1220 can be implemented in the form of ROM (Read Only Memory), RAM (Random Access Memory), static storage device, dynamic storage device, etc. The memory 1220 can store an operating system 1221 for controlling the operation of the electronic device 1200, and a basic input and output system (BIOS) for controlling the low-level operation of the electronic device 1200. In addition, a web browser 1223, a data storage management system 1224, and an information processing system 1225, etc. can also be stored. The above-mentioned information processing system 1225 can be an application program that specifically implements the aforementioned steps in the embodiment of the present application. In short, when the technical solution provided by the present application is implemented by software or firmware, the relevant program code is stored in the memory 1220 and is called and executed by the processor 1210.

[0203] The input / output interface 1213 is used to connect the input / output module to realize information input and output. The input / output module can be configured in the device as a component (not shown in the figure), or it can be externally connected to the device to provide corresponding functions. The input device may include a keyboard, a mouse, a touch screen, a microphone, various sensors, etc., and the output device may include a display, a speaker, a vibrator, an indicator light, etc.

[0204] The network interface 1214 is used to connect to a communication module (not shown) to realize communication interaction between the device and other devices. The communication module can realize communication through a wired mode (such as USB, network cable, etc.) or a wireless mode (such as mobile network, WIFI, Bluetooth, etc.).

[0205] The bus 1230 comprises a pathway for transmitting information between the various components of the device (eg, the processor 1210 , the video display adapter 1211 , the disk drive 1212 , the input / output interface 1213 , the network interface 1214 , and the memory 1220 ).

[0206] It should be noted that, although the above device only shows a processor 1210, a video display adapter 1211, a disk drive 1212, an input / output interface 1213, a network interface 1214, a memory 1220, a bus 1230, etc., in the specific implementation process, the device may also include other components necessary for normal operation. In addition, it can be understood by those skilled in the art that the above device may also only include components necessary for implementing the solution of the present application, and does not necessarily include all the components shown in the figure.

[0207] It can be known from the description of the above implementation methods that those skilled in the art can clearly understand that the present application can be implemented by means of software plus a necessary general hardware platform. Based on such an understanding, the technical solution of the present application can be essentially or partly contributed to the prior art in the form of a software product, which can be stored in a storage medium such as ROM / RAM, a magnetic disk, an optical disk, etc., and includes several instructions for enabling a computer device (which can be a personal computer, a server, or a network device, etc.) to execute the methods described in the various embodiments of the present application or certain parts of the embodiments.

[0208] Each embodiment in this specification is described in a progressive manner, and the same or similar parts between the embodiments can refer to each other, and each embodiment focuses on the differences from other embodiments. In particular, for the system or system embodiment, since it is basically similar to the method embodiment, the description is relatively simple, and the relevant parts can refer to the partial description of the method embodiment. The system and system embodiments described above are merely schematic, 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 creative work.

[0209] The above is a detailed introduction to the information processing method, device and electronic device provided by the present application. The principles and implementation methods of the present application are described in detail using specific examples. The description of the above embodiments is only used to help understand the method and core idea of ​​the present application. At the same time, for those skilled in the art, according to the idea of ​​the present application, there will be changes in the specific implementation methods and application scope. In summary, the content of this specification should not be understood as limiting the present application.

Claims

1. An information processing method, characterized in that: The method is applied to a service platform, which is used to provide services for merchant users with processing customization needs and factories that provide processing customization services. The method includes: According to a request submitted by a first user client to browse an associated place of a target data object, virtual reality VR image information about the associated place of the target data object is provided, so that an entry for initiating a customer service request is provided to the first user on the basis of VR display by the first user client; the VR image information is obtained by three-dimensionally reconstructing a real scene of the associated place of the target data object; the first user is a merchant user with processing customization needs, and the associated place includes a factory that provides processing customization services; After receiving the request for obtaining customer service submitted by the first user client, allocating customer service resources to the first user client; wherein the allocating customer service resources includes: establishing a session connection between the first user client and a second user client associated with the customer service resource, the session connection including an audio stream session connection, so as to provide customer service to the first user by voice in the process of displaying VR image information of the place associated with the target data object; Voice information generated in the process of providing customer service is acquired, and demand order information is generated by performing first information extraction on the voice information generated in the process of providing customer service. The demand order information is used to be provided to the factory so that the factory can follow up the service for the first user, or the demand order information is used to be provided to the first user so that the first user can inquire about prices from other factories based on the demand order information.

2. The method according to claim 1, characterized in that The session connection also includes a video streaming session connection; The method further comprises: The display process of the VR image information is paused, and the video stream collected by the second user client associated with the customer service resource is provided to the first user client through the video stream session connection.

3. The method according to claim 1, characterized in that The allocating customer service resources to the first user client includes: Determining whether the first user client initiates a request to obtain customer service for the target data object for the first time; If not, then the customer service resources that have provided customer service to the first user are preferentially allocated to the first user client.

4. The method according to claim 1, characterized in that The method further comprises: Before the customer service process ends, the demand order information is provided to the first user client for confirmation.

5. The method according to claim 1, characterized in that Also includes: Generating negotiation minutes information by extracting second information from the voice information generated during the process of providing customer service; After receiving the customer service request for the target data object from the first user client again, the negotiation minutes information is provided to the second user client associated with the newly allocated customer service resource.

6. The method according to claim 1, characterized in that The customer service resources also include: customer service resources provided by the associated customer service system and available to multiple data objects for common use; the common customer service resources include multiple different groups for providing customer service for multiple industries respectively; The allocating customer service resources to the first user client includes: Determine the target industry to which the target data object belongs; Sending a service request to the customer service system, and carrying the information of the target industry, so that the customer service system can determine the target customer service resources from the group associated with the target industry; A voice connection is established for the first user client, and the voice connection is connected in series with a telecommunications operator connection corresponding to the target customer service resource.

7. The method according to claim 6, characterized in that After receiving the service request and determining the target customer service resource, the customer service system creates a corresponding work order and provides the work order to the target customer service resource, so that the service provider associated with the target customer service resource can provide customer service to the first user according to the work order and fill in the information obtained during the customer service process into the work order; The generating demand order information includes: A work order filled in by a service provider of the target customer service resource is obtained, and the demand order information is generated by extracting first information from the work order.

8. The method according to claim 1, characterized in that The customer service resources include: customer service resources provided by the intelligent voice service system; The allocating customer service resources to the first user client includes: A session connection is established between the first user client and the customer service resources provided by the intelligent voice service system, so that the intelligent voice service system provides customer service for the first user through the session connection.

9. The method according to claim 8, characterized in that The generating demand order information includes: The conversation content information between the customer service resource provided by the intelligent voice service system and the first user client is obtained, and the demand order information is generated by extracting the first information from the conversation content information.

10. The method according to claim 1, characterized in that The customer service resources include a plurality of customer service resources of different priorities; The allocating customer service resources to the first user client includes: Starting from higher priority customer service resources, determine whether the current priority customer service resources are sufficient. If sufficient, allocate customer service resources to the first user client from the current priority customer service resources. Otherwise, allocate customer service resources to the first user client from other priority customer service resources in order of priority.

11. The method according to claim 10, characterized in that Also includes: After allocating lower priority customer service resources to the first user client, if available customer service resources appear in the higher priority customer service resources, customer service resources are re-allocated to the first user client from the higher priority customer service resources.

12. The method according to claim 10, characterized in that The multiple customer service resources of different priorities include: customer service resources dedicated to the target data object, customer service resources provided by an associated customer service system and available to multiple data objects, and customer service resources provided by an intelligent voice service system.

13. The method according to any one of claims 1 to 12, characterized in that: Also includes: The target area of ​​the VR image is marked for displaying the target area in detail.

14. The method according to claim 13, characterized in that There are multiple target areas corresponding to multiple different content types, wherein target areas of different content types are marked in different ways.

15. An information processing method, characterized in that: The method is applied to a first user client provided by a service platform, and the service platform is used to provide services for merchant users with processing customization requirements and factories that provide processing customization services. The method includes: The virtual reality VR image information of the place associated with the target data object is displayed, and an operation option for initiating a customer service request is provided to the first user; the VR image information is obtained by three-dimensionally reconstructing the real scene of the place associated with the target data object; the first user is the merchant user with processing customization needs, and the associated place includes a factory that provides processing customization services; After receiving the customer service request through the operation option, it is submitted to the server so that the server can establish an audio stream session connection between the first user client and the second user client associated with the customer service resource, so as to provide customer service to the first user by voice in the process of displaying the VR image information of the place associated with the target data object, and obtain the voice information generated in the process of providing customer service, and generate demand order information by performing first information extraction on the voice information generated in the process of providing customer service. The demand order information is used to provide to the factory so that the factory can follow up the service for the first user, or the demand order information is used to provide to the first user so that the first user can inquire about prices from other factories based on the demand order information.

16. The method according to claim 15, characterized in that Also includes: Before the customer service ends, receiving the demand order information provided by the server; The demand form information is displayed, and operation options for editing or confirming the demand form are provided.

17. An information processing method, characterized in that: The method is applied to a service platform, which is used to provide services for merchant users with processing customization needs and factories that provide processing customization services. The method includes: According to a request submitted by a first user client to browse a location associated with a target data object, virtual reality VR image information about the location associated with the target data object is provided, so that an entry for initiating a customer service request is provided to the first user on the basis of VR display by the first user client; the VR image information is obtained by three-dimensionally reconstructing a real scene of the location associated with the target data object; the first user is a merchant user with processing customization needs, and the associated location includes a factory that provides processing customization services; After receiving the request for obtaining customer service submitted by the first user client, allocating customer service resources to the first user client; wherein the allocating customer service resources includes: establishing a session connection between the first user client and a second user client associated with the customer service resource, the session connection including an audio stream session connection, so as to provide customer service to the first user by voice in the process of displaying VR image information of the place associated with the target data object; Acquiring voice information generated during the process of providing customer service, and generating negotiation minutes information by performing second information extraction on the voice information generated during the process of providing customer service; the negotiation minutes information includes the demand information of the first user and the questions that the customer service provider has helped the first user to answer during the negotiation; After receiving the customer service request for the target data object from the first user client again, the negotiation minutes information is provided to the second user client associated with the newly allocated customer service resource.

18. An information processing device, characterized in that: The device is applied to a service platform, and the service platform is used to provide services for business users with processing customization needs and factories that provide processing customization services. The device includes: A VR image providing unit is used to provide virtual reality VR image information about the associated place of the target data object according to a request submitted by a first user client to browse the associated place of the target data object, so as to provide the first user with an entry for initiating a customer service request on the basis of VR display; the VR image information is obtained by three-dimensionally reconstructing the real scene of the associated place of the target data object; the first user is the merchant user with processing customization needs, and the associated place includes a factory that provides processing customization services; A customer service resource allocation unit, configured to allocate customer service resources to the first user client after receiving a request for obtaining customer service submitted by the first user client; wherein the allocating of customer service resources comprises: establishing a session connection between the first user client and a second user client associated with the customer service resource, wherein the session connection comprises an audio stream session connection, so as to provide customer service to the first user by voice in the process of displaying VR image information of the place associated with the target data object; A demand form information generating unit is used to obtain voice information generated in the process of providing customer service, and to generate demand form information by performing a first information extraction on the voice information generated in the process of providing customer service. The demand form information is used to be provided to the factory so that the factory can follow up the service for the first user, or the demand form information is used to be provided to the first user so that the first user can inquire about prices from other factories based on the demand form information.

19. An information processing device, characterized in that: The device is applied to a service platform, and the service platform is used to provide services for business users with processing customization needs and factories that provide processing customization services. The device includes: A VR display unit is used to provide virtual reality VR image information about the associated place of the target data object according to a request submitted by a first user client to browse the associated place of the target data object, so as to provide the first user with an entry for initiating a customer service request on the basis of the VR display; the VR image information is obtained by three-dimensionally reconstructing the real scene of the associated place of the target data object; the first user is the merchant user with processing customization needs, and the associated place includes a factory that provides processing customization services; A customer service request submission unit is used to submit the customer service request to the server after receiving it through the operation option, so that the server can establish an audio stream session connection between the first user client and the second user client associated with the customer service resource, so as to provide customer service to the first user by voice in the process of displaying the VR image information of the place associated with the target data object, and obtain the voice information generated in the process of providing customer service, and generate demand order information by performing first information extraction on the voice information generated in the process of providing customer service. The demand order information is used to provide to the factory so that the factory can follow up the service for the first user, or the demand order information is used to provide to the first user so that the first user can inquire about prices from other factories based on the demand order information.

20. An information processing device, characterized in that: The device is applied to a first user client provided by a service platform, and the service platform is used to provide services for merchant users with processing customization requirements and factories providing processing customization services, and the device includes: A VR image providing unit is used to provide virtual reality VR image information about the target data object associated place according to a request submitted by a first user client to browse the target data object associated place, so as to provide the first user with an entry for initiating a customer service request on the basis of VR display; the VR image information is obtained by three-dimensionally reconstructing the real scene of the target data object associated place; the first user is the merchant user with processing customization needs, and the associated place includes a factory that provides processing customization services; A customer service resource allocation unit, configured to allocate customer service resources to the first user client after receiving a request for obtaining customer service submitted by the first user client; wherein the allocating of customer service resources comprises: establishing a session connection between the first user client and a second user client associated with the customer service resource, wherein the session connection comprises an audio stream session connection, so as to provide customer service to the first user by voice in the process of displaying VR image information of the place associated with the target data object; a negotiation minutes information generating unit, configured to obtain voice information generated in the process of providing customer service, and to generate negotiation minutes information by performing second information extraction on the voice information generated in the process of providing customer service; the negotiation minutes information includes the demand information of the first user, and questions that the customer service provider has helped the first user to answer during the negotiation; The negotiation minutes information providing unit is used to provide the negotiation minutes information to the second user client associated with the newly allocated customer service resource after receiving the customer service request of the first user client for the target data object again.

21. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the program is executed by a processor, the steps of the method described in any one of claims 1 to 17 are implemented.

22. An electronic device, characterized in that: include: one or more processors; as well as A memory associated with the one or more processors, the memory being used to store program instructions, wherein the program instructions, when read and executed by the one or more processors, execute the steps of the method described in any one of claims 1 to 17.

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