Remote consultant video management system, method, device and computer equipment

Abstract

The present invention relates to a remote consultant video management system, method, device and computer equipment, which are applied in the field of the Internet. The system comprises: a user terminal arranged in an offline store, which is used to initiate a video call request when receiving an operation instruction to call a remote consultant; a management center arranged in the cloud, which is used to receive the video call request, assign a consultant terminal as a target consultant terminal to the video call request according to the latest remote consultant data, and establish a video call between the target consultant terminal and the user terminal. The present invention can improve the coverage rate of consumers.

Description

Technical Field

[0001] The present invention relates to the field of Internet technology, and in particular to a remote consultant video management system, a remote consultant video management method, a remote consultant video management device, a computer device and a computer storage medium. Background Art

[0002] With the development of network technology, e-commerce has gradually flourished, and many commodities can be sold and purchased through the Internet; however, for some special commodities, offline store retail is still the main method. In addition, many consumers pay attention to on-site experience or product quality, so they will give priority to offline store shopping. Therefore, the offline store retail model still occupies a large market share.

[0003] In the process of realizing the present invention, the inventors found that there are the following problems in the prior art: for the offline store retail model, in order to provide consumers (or users) with good shopping guidance, professional sales staff are required. However, due to the limitations of physical space and cost, there is a problem of low coverage of consumer shopping guidance. Summary of the invention

[0004] Based on this, it is necessary to provide a remote consultant video management system, method, device, computer equipment and storage medium to address the problem that the current shopping guide method has a low coverage rate for consumer shopping guidance.

[0005] On the one hand, an embodiment of the present invention provides a remote consultant video management system, including a user terminal, a consultant terminal and a management center;

[0006] The user terminal is used to receive an operation instruction to call a remote consultant and initiate a video call request to the management center;

[0007] The management center is used to assign a target consultant terminal to the video call request according to the latest remote consultant data, and establish a video call between the target consultant terminal and the user terminal; the remote consultant data includes: a video call record between the consultant terminal and the user terminal; after the video call is successfully established, a video call window is displayed on the target consultant terminal and the user terminal respectively;

[0008] The user terminal is also used to collect user data used to characterize the user identity of the user terminal and send it to the management center after the video call is successfully established;

[0009] The management center is also used to identify the identity information of the user of the user terminal according to the user data, obtain the consumption behavior data corresponding to the identity information and send it to the target consultant terminal;

[0010] When the target consultant terminal displays the video call window, it also displays the consumption behavior data corresponding to the user on the user terminal.

[0011] In one embodiment, the management center is further used to save the video call request to a first request queue, and when it is detected that the video call request is at the head of the first request queue, assign a target consultant terminal to the video call request according to the latest remote consultant data; the first request queue is a first-in-first-out queue;

[0012] Alternatively, the management center is further configured to save the video call request into a second request queue, send the video call request waiting for response in the second request queue to the consultant end, and when receiving a selection instruction from the consultant end for the video call request in the second request queue, assign a target consultant end to the video call request according to the latest remote consultant data corresponding to the consultant end corresponding to the selection instruction;

[0013] The consultant terminal is also used to display the video call request information waiting for response in the second request queue; the video call request information includes user terminal information, offline store information corresponding to the user terminal and request waiting time information.

[0014] In one of the embodiments, the management center is further used to, when it is detected that the video call request is at the head of the first request queue, detect the consultant terminal in a non-video call state based on the latest remote consultant data, and use the consultant terminal currently in a non-video state as a candidate consultant terminal, and determine one from the candidate consultant terminals as the target consultant terminal based on the number of video calls and / or the cumulative call duration between each candidate consultant terminal and the user terminal within a first set time period.

[0015] In one of the embodiments, the management center is further used to save the video call requests from multiple user terminals into the first request queue or the second request queue according to the priority order of the user terminals corresponding to the video call requests when the management center receives video call requests from multiple user terminals at the same time.

[0016] In one embodiment, the remote consultant data also includes: business data of the offline store corresponding to the user terminal and a history record of the user terminal initiating a video call request;

[0017] The management center is also used for at least one of the following:

[0018] According to the remote consultant data, the business data of the offline store in the second time period is obtained, thereby determining the priority of the user terminal of the offline store;

[0019] According to the remote consultant data, obtaining the time information of the last video call request initiated by the user terminal, thereby determining the priority of the user terminal;

[0020] According to the remote consultant data, obtaining the time information of the last video call between the user terminal and the consultant terminal, thereby determining the priority of the user terminal;

[0021] According to the remote consultant data, the accumulated duration and / or accumulated number of video calls between the user terminal and the consultant terminal within a third set time period are obtained, thereby determining the priority of the user terminal.

[0022] In one of the embodiments, the user terminal is also used to scan the identification code of the product, obtain the product identification information, and send the product identification information to the management center; the management center is also used to query the channel information of the product based on the product identification information; send the channel information of the product to the consultant terminal and the user terminal; the user terminal and the consultant terminal are also used to display the channel information of the product.

[0023] In one of the embodiments, the user data used to characterize the identity of the user at the user end includes at least one of user login information, user facial image data, and user voiceprint data.

[0024] On the other hand, an embodiment of the present invention provides a remote consultant video management method, which is applied to a management center, and the method includes:

[0025] Receive a video call request from a user;

[0026] assigning a target consultant terminal to the video call request according to the latest remote consultant data; the remote consultant data includes the video call record between the consultant terminal and the user terminal;

[0027] Establishing a video call between the target consultant terminal and the user terminal;

[0028] After the video call is successfully established, receiving user data for characterizing the identity of the user at the user end;

[0029] The identity information of the user at the user end is identified according to the user data, and the consumption behavior data corresponding to the identity information is obtained and sent to the target consultant end, so that when the target consultant end displays the video call window, the consumption behavior data corresponding to the user at the user end is also displayed.

[0030] In one embodiment, after receiving the video call request from the user terminal, the method further includes:

[0031] Saving the video call request to a first request queue or a second request queue; the first request queue is a first-in-first-out queue;

[0032] The step of allocating a target consultant terminal to the video call request according to the latest remote consultant data includes:

[0033] When it is detected that the video call request is at the head of the first request queue, assigning a target consultant terminal to the video call request according to the latest remote consultant data;

[0034] Alternatively, the video call requests waiting for response in the second request queue are sent to the consultant end; when a selection instruction for the video call request in the second request queue is received from the consultant end, a target consultant end is assigned to the video call request based on the latest remote consultant data corresponding to the consultant end corresponding to the selection instruction.

[0035] In one embodiment, allocating a consultant terminal to the video call request according to the latest remote consultant data includes:

[0036] According to the latest remote consultant data, detect the consultant end that is currently in a non-video call state as a candidate consultant end;

[0037] According to the number of video calls and / or accumulated call duration between each candidate advisor terminal and the user terminal within the first set time period, one is determined from the candidate advisor terminals and allocated to the video call request.

[0038] In one embodiment, the step of saving the video call request to the first request queue or the second request queue includes:

[0039] When video call requests from multiple users are received simultaneously, the video call requests from the multiple users are saved in the first request queue or the second request queue according to the priority order of the users corresponding to the video call requests.

[0040] In one embodiment, the step of saving the video call request to the first request queue or the second request queue includes:

[0041] When receiving video call requests from multiple users at the same time, identifying the priorities of the users corresponding to the video call requests;

[0042] Sorting the video call requests of the multiple user terminals according to the priorities of the user terminals to obtain a first sorting result;

[0043] In the first sorting result, if the priorities of the user terminals corresponding to at least two of the video call requests are the same, obtaining initiation time information of the at least two video call requests, and sorting the at least two video call requests in the first sorting result according to the initiation time information to obtain a second sorting result;

[0044] According to the second sorting result, the video call requests of the multiple user terminals are saved in the first request queue or the second request queue.

[0045] In one embodiment, the remote consultant data also includes: business data of the offline store corresponding to the user terminal and a history record of the user terminal initiating a video call request;

[0046] The method further comprises at least one of the following:

[0047] According to the remote consultant data, the business data of the offline store in the second time period is obtained, thereby determining the priority of the user terminal of the offline store;

[0048] According to the remote consultant data, obtaining the time information of the last video call request initiated by the user terminal, thereby determining the priority of the user terminal;

[0049] According to the remote consultant data, obtaining the time information of the last video call between the user terminal and the consultant terminal, thereby determining the priority of the user terminal;

[0050] According to the remote consultant data, the accumulated duration and / or accumulated number of video calls between the user terminal and the consultant terminal within a third set time period are obtained, thereby determining the priority of the user terminal.

[0051] In another aspect, an embodiment of the present invention provides a remote consultant video management device, which is applied to a management center; the device includes:

[0052] A request receiving module, used for receiving a video call request from a user terminal;

[0053] A consultant allocation module, configured to allocate a target consultant terminal to the video call request according to the latest remote consultant data; wherein the remote consultant data includes: a video call record between the consultant terminal and the user terminal;

[0054] A video connection module, used to establish a video call between the target consultant terminal and the user terminal;

[0055] A user data receiving module, used to receive user data used to characterize the identity of a user at the user end after the video call is successfully established;

[0056] The behavior data sending module is used to identify the identity information of the user on the user end according to the user data, obtain the consumption behavior data corresponding to the identity information and send it to the target consultant end, so that when the target consultant end displays the video call window, it also displays the consumption behavior data corresponding to the user on the user end.

[0057] On the other hand, an embodiment of the present invention provides a computer device, including a memory and a processor, wherein the memory stores a computer program, and the processor implements any of the above-mentioned remote consultant video management systems when executing the computer program.

[0058] On the other hand, an embodiment of the present invention provides a computer storage medium having a computer program stored thereon, which, when executed by a processor, implements any of the above-mentioned remote consultant video management systems.

[0059] One of the above technical solutions has the following advantages or beneficial effects: a video call request is initiated by receiving an operation instruction to call a remote consultant through the user terminal; after receiving the video call request, the management center assigns a target consultant terminal to the video call request based on the latest remote consultant data, and establishes a video call between the target consultant terminal and the user terminal. After the video call is successfully established, the user terminal also sends user data used to characterize the identity of the user terminal user to the management center; the management center also identifies the identity information of the user terminal user based on the user data, obtains the consumption behavior data corresponding to the identity information and sends it to the target consultant terminal; when the target consultant terminal displays the video call window, it also displays the consumption behavior data corresponding to the user terminal user. This makes it easier for users of offline stores to conduct remote shopping guidance with remote consultants. Since the remote consultant data stored in the cloud management center includes video call records between the consultant and the user, a suitable consultant can be quickly assigned to the user who currently initiates the request, thereby improving the timeliness of the consultant and the coverage of consumer guidance. Moreover, during the video call, the management center can obtain the consumption behavior data of the user based on the user data of the current user and send it to the target consultant, so that the remote consultant at the target consultant can conduct remote shopping guidance in a targeted manner, thereby improving the effectiveness of the remote consultant and thus facilitating improving the conversion rate of the corresponding products. BRIEF DESCRIPTION OF THE DRAWINGS

[0060] Figure 1 is a schematic structural diagram of a remote consultant video management system in one embodiment;

[0061] Figure 2 is an architectural diagram of a remote consultant video management system in another embodiment;

[0062] Figure 3is a schematic flow chart of a remote consultant video management method according to an embodiment;

[0063] Figure 4 is a schematic flow chart of a remote consultant video management method according to another embodiment;

[0064] Figure 5 is a schematic flow chart of a remote consultant video management method according to another embodiment;

[0065] Figure 6 A schematic flow chart of a remote consultant video management method according to another embodiment;

[0066] Figure 7 is a schematic flow chart of obtaining consumption files according to an embodiment;

[0067] Figure 8 A schematic flow chart of new user registration according to an embodiment;

[0068] Fig. 9 is a schematic structural diagram of a remote consultant video management device according to an embodiment;

[0069] Fig.10 An internal structure diagram of a management center device in one embodiment;

[0070] Fig.11 FIG. 4 is a diagram showing the internal structure of a consultant terminal device in one embodiment. DETAILED DESCRIPTION

[0071] In order to make the purpose, technical solution and advantages of the present invention more clearly understood, the present invention is further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present invention and are not intended to limit the present invention.

[0072] Reference to "embodiments" herein means that a particular feature, structure, or characteristic described in conjunction with the embodiments may be included in at least one embodiment of the present application. The appearance of the phrase in various locations in the specification does not necessarily refer to the same embodiment, nor is it an independent or alternative embodiment that is mutually exclusive with other embodiments. It is explicitly and implicitly understood by those skilled in the art that the embodiments described herein may be combined with other embodiments.

[0073] In one embodiment, the remote consultant video management system provided by the present application is as follows: Figure 1 As shown, it includes a user terminal, a consultant terminal and a management center, and the user terminal and the consultant terminal are respectively connected to the management center through a network. Among them, the user terminal and the consultant terminal can be but not limited to various personal computers, laptops, smart phones, tablet computers and portable wearable devices, and the management center can be implemented by an independent server or a server cluster composed of multiple servers.

[0074] It should be noted that the user end and the consultant end in the embodiment of the present invention can be understood as both a terminal device and an application software on a terminal device. Moreover, the user end and the consultant end can be regarded as a client end, and the management center can be regarded as a server end. The user end, the consultant end and the management center can interact in a client-server mode. For example: the user end can access the management center through the Internet of Things card and the wireless public network using the TCP / IP protocol; during communication, the user end can initiate a restful data request, and the management center will create an encrypted JWT (json web token, a specification that allows secure and reliable information to be transmitted between the client and the server) information and return it to the user end as a token; in subsequent interactive requests, the JWT information is placed in the message header. After the management center receives the message from the user end, it verifies whether the source of the message is legal by decrypting the JWT information. If the decryption is successful, the verification is passed and the message from the user end is responded to; if the decryption fails, it means that the token is invalid or expired, the verification fails, and the management center will not respond to the message from the user end. A similar method can also be used for communication between the consultant end and the management center.

[0075] The existing shopping guide method requires multiple professional sales staff when there are many stores. Professional sales staff are difficult to train, have a small coverage area, and are prone to inconsistent services, which has a great impact on consumers' shopping guidance and brand image. Therefore, the current shopping guide method of offline stores is not ideal for guiding consumers.

[0076] In the embodiment of the present invention, the user end, the consultant end and the management center are distributed; the user end can be set at the corresponding location of the offline store or the offline store, the consultant end can be set at a place far away from the user end, and the management center is set in the cloud. Therefore, the user on the consultant end side can be called a remote consultant. Among them, the number of consultant ends is much smaller than the number of user ends, so a large number of offline store users can be served by a small number of remote consultants, thereby improving the user coverage rate, and also improving the efficiency of remote consultants, reducing the investment cost of offline consultant services.

[0077] In achieving the purpose of the present invention, user terminal A can initiate a video call request when receiving an operation instruction to call a remote consultant; after receiving the video call request, the management center can allocate a target consultant terminal B from multiple consultant terminals for the video call request in real time or non-real time, and establish a video call between the target consultant terminal B and user terminal A. After the establishment is successful, a video call window is displayed on both the consultant terminal B and the user terminal A; and after the video call is successfully established, the user terminal A also collects user data used to characterize the identity of the user terminal user and sends it to the management center; the management center also identifies the identity information of the user of the user terminal A based on the user data, obtains the consumption behavior data corresponding to the identity information and sends it to the target consultant terminal B; when the target consultant terminal B displays the video call window, it also displays the consumption behavior data corresponding to the user of the user terminal A. This enables a video call between the user and the remote consultant, and provides remote consultant services to the user through the video call. Since the remote consultant data stored in the management center includes the video call record between the consultant end and the user end, a suitable consultant can be assigned to the user end A who currently initiates the request, ensuring that timely consultant services are provided to the user, which is conducive to improving the consultant service effect; and during the video call, the management center can obtain the user's consumption behavior data based on the user data of the current user and send it to the target consultant end B, so that the remote consultant of the target consultant end B can provide targeted remote consultation.

[0078] In the embodiment of the present invention, the user data representing the user identity of the user terminal includes at least one of user login information, user facial image data, and user voiceprint data. The user terminal can collect user login information to obtain user data representing the user identity of the user terminal, or collect user facial images or user voices to obtain user facial image data and user voiceprint data as user data representing the user identity of the user terminal. After the video call is successfully established, the user data is collected and sent to the management center. On the one hand, the personal information of users who do not want to conduct remote consultant consultation is protected, and on the other hand, the data transmission of users who do not want to conduct remote consultant consultation is reduced, saving network resources.

[0079] In the embodiment of the present invention, the consumption behavior data of the user may be a consumption file including historical consumption records, or may be data obtained by performing data analysis based on the consumption file of the user to represent the consumption preference of the user.

[0080] Furthermore, the management center can also store remote consultant data about the user side and the consultant side; the remote consultant data includes request records for video call requests and video call records between the user side and the consultant side, and the remote consultant data is also updated in real time. Therefore, after receiving the video call request from the user side, the management center can assign a target consultant side to the video call request based on the latest remote consultant data. For example, a consultant in an idle state can be quickly assigned to the user who currently initiates the request (an idle consultant can be a consultant who is not currently in a video call state), ensuring that timely consultant services are provided to the user, which is conducive to improving the consultant service effect; and by serving a large number of users with a small number of remote consultants, the efficiency of remote consultants is improved and the investment cost of consultant services is reduced; in addition, the remote consultant video management system of the embodiment of the present invention also has the characteristic of being easy to expand, and the system scale can be flexibly adjusted.

[0081] It can be understood that the remote consultant data can be stored locally in the management center or through an additional server or cloud storage space. When stored through an additional server or cloud storage space, the meaning of the management center in an embodiment of the present invention can be extended to the additional server or cloud storage space.

[0082] In actual application scenarios, in the remote consultant video management system, one offline store can be set up with one user terminal; when the number of offline stores is large, the number of user terminals is also large. In order to ensure the timeliness of consultant services, multiple consultant terminals can be set up in the remote consultant video management system. Since it is unlikely that all user terminals will request consultant services at the same time, the number of consultant terminals can be much smaller than the number of user terminals, so that one consultant terminal can serve different user terminals at different times, which improves the utilization rate of the consultant terminal. Compared with the existing store sales staff consultant service model, it is conducive to improving user coverage.

[0083] Since the number of consultant terminals is less than the number of user terminals, there may be no idle consultant terminals when the user terminal initiates a video call request, and the video call request needs to be delayed in response. In order to control the delay time of the video call request response, after receiving the video call request from the user terminal, the management center can first save the video call request to the first request queue, which is a first-in-first-out queue; when it is detected that the video call request is at the head of the first request queue, the target consultant terminal is assigned to the video call request according to the latest remote consultant data.

[0084] In this way, without human intervention, the management center can autonomously and orderly assign remote consultants to multiple user terminals.

[0085] In other embodiments, the remote consultant of the consultant end can also intervene in the response timing of the video call request. For example, after receiving the video call request from the user end, the management center can also save the video call request to the second request queue. Each consultant end can receive the video call request information waiting for response in the second request queue. Each video call request information can include at least one of the user end information, the offline store information corresponding to the user end, and the request waiting time information; the remote consultant chooses to respond to a certain video call request information according to the current actual situation. When the management center receives the selection instruction of the consultant end for a certain video call request, according to the latest remote consultant data corresponding to the consultant end that sent the selection instruction, a target consultant end is preferentially assigned to the certain video call request. For example: the remote consultant of consultant end C is currently in an idle state, chooses to respond to a certain video call request information, and sends a selection instruction for the video call request information to the management center. When the management center receives the selection instruction of consultant end C, according to the latest remote consultant data corresponding to consultant end C, it is determined that consultant end C is currently in an idle state, and a target consultant end, that is, consultant end C, is preferentially assigned to the video call request. Accordingly, when the management center receives the selected instruction from consultant terminal C, it determines that consultant terminal C is currently in a non-idle state based on the latest remote consultant data corresponding to consultant terminal C, and returns a prompt message to consultant terminal C to remind the remote consultant of consultant terminal C whether it has made an erroneous operation.

[0086] In this way, multiple video call requests are not necessarily responded to in the order in which they are queued. Remote consultants can give priority to responding to video call requests from certain users based on the user's priority or historical video call records, thereby improving the flexibility of remote consultant services.

[0087] It should be noted that the first request queue and the second request queue may be the same queue or two queues, and the types of the two queues may be the same or different.

[0088] Furthermore, the management center saves the video call request to the first request queue. On the one hand, it needs to detect whether there are other video call requests waiting, and on the other hand, it needs to detect whether there is an advisor terminal that is currently in an idle state. The advisor terminal that is not in a video call state can be used as an advisor terminal in an idle state. Therefore, after the management center saves the video call request to the first request queue, it can detect whether there is an advisor terminal that is not in a video call state based on the latest remote advisor data. If so, a consultant terminal that is not in a video call state is assigned to the video call request; if not, the assignment of the target consultant terminal to the video call request is delayed.

[0089] Since the remote consultant data contains the video call records between each consultant end and the user end, including both the records of ended video calls and the records of ongoing video calls, the management center can quickly determine the consultant end that is currently in a non-video call state based on the latest remote consultant data, thereby improving the connection efficiency of the remote consultant.

[0090] In one embodiment, if the management center determines that there are multiple advisor terminals that are currently in a non-video call state, in order to optimize the allocation, the management center may use the advisor terminals that are currently in a non-video state as candidate advisor terminals, and determine one from the multiple candidate advisor terminals as the target advisor terminal for the video call request based on the number of video calls and / or the cumulative call duration between each candidate advisor terminal and the user terminal within a first set time period.

[0091] For example: the fewer the number of video calls the candidate consultant has with the user on the same day, the greater the probability of being selected as the target consultant, and vice versa. Or, the shorter the cumulative call duration between the candidate consultant and the user on the same day, the greater the probability of being selected as the target consultant, and vice versa. In addition, the number of video calls and the cumulative call duration can also be considered comprehensively.

[0092] The management center can provide a business module for setting target consultant terminal selection strategy, through which the administrator can set the target consultant terminal selection strategy. By determining one as the target consultant terminal from multiple candidate consultant terminals in the above manner, the service volume of different remote consultants can be balanced.

[0093] The video call request from the user terminal carries a video call request message, identification information of the user terminal, and initiation time information of the video call request. In some scenarios, the management center may also receive video call requests from multiple users at the same time. At this time, the management center can save the video call requests from the multiple users to the first request queue or the second request queue according to the information carried in the video call request and the set sorting rules. The sorting rules may include: the order of the initiation time information of the video call request, and / or the priority order of the users corresponding to the video call request.

[0094] Due to differences in network transmission quality, the time it takes for video call requests from different users to be transmitted to the management center may be different. Therefore, even if the management center receives video call requests from multiple users at the same time, the initiation time of the video call requests from these multiple users may not be the same. Therefore, the video call requests can be sorted by the initiation time. Assuming that the reception time and initiation time of multiple video call requests are the same, the multiple video call requests can also be sorted based on the priority of the user. It should be noted that when sorting by initiation time and user priority, there is no specific order for the two considerations. The initiation time can be considered first, or the user priority can be considered first.

[0095] A service module for setting video call request queuing rules can be provided in the management center, and the administrator can flexibly set the call request queuing rules through the service module. The above embodiment sorts multiple video call requests, facilitates the management of video call requests from multiple users, and avoids a video call request from a certain user end not being responded to for a long time, or a video call request from a user end with a higher priority having a long waiting time.

[0096] In some embodiments, the priority of the user terminal can be set in advance, and the set priority of the user terminal can be reported to the management center for storage. When the priority of the user terminal needs to be updated, the priority record stored in the management center can be updated. The way to set or update the priority may include: the administrator logs in to the management center, sets or updates the priority of the user terminal; or, sets the priority in the system of the user terminal. After the user terminal accesses the management center, the user terminal can report its priority to the management center. When the priority of the user terminal changes, the user terminal re-reports the priority to the management center. The former method has high efficiency in user terminal priority management, and the latter method has better scalability in user terminal priority management; according to actual conditions, one or a combination of the two methods can be used to set or update the priority of the user terminal.

[0097] In some other embodiments, the remote consultant data stored by the management center may also include: the business data of the offline stores of the user terminal and the historical records of the video call requests initiated by the user terminal. Therefore, in some embodiments, the management center may also dynamically determine the priority of each user terminal based on the latest remote consultant data. Specifically, the basis for the management center to determine the priority of the user terminal may include at least one of the following:

[0098] According to the remote consultant data, the business data of the offline store in the second time period is obtained, thereby determining the priority of the user terminal of the offline store;

[0099] According to the remote consultant data, obtaining the time information of the last video call request initiated by the user terminal, thereby determining the priority of the user terminal;

[0100] According to the remote consultant data, obtaining the time information of the last video call between the user terminal and the consultant terminal, thereby determining the priority of the user terminal;

[0101] According to the remote consultant data, the accumulated duration and / or accumulated number of video calls between the user terminal and the consultant terminal within a third set time period are obtained, thereby determining the priority of the user terminal.

[0102] The management center can provide a business module for setting user terminal priority rules. The administrator can operate the business module and select the required priority rules, so that the management center can dynamically calculate the priorities of multiple user terminals according to the priority rules selected by the administrator. The management center dynamically determines the priority of the user terminal based on the saved remote consultant data. This method can further improve the flexibility of the user terminal priority and make the management of multiple user terminals in the remote consultant video management system more intelligent.

[0103] It should be noted that the specific level of priority of the user terminal can be set according to actual needs, such as setting level 3 priority or level 5 priority, etc., and there is no limitation on this.

[0104] In addition, users can also query relevant information of the product through the user terminal, including product description information or product channel information, so that users can understand the purchased products. For example: the user faces the identification code of the product to the scanning area of ​​the user terminal, and the user terminal obtains the product identification information by scanning the identification code of the product, and sends the product identification information to the management center. In an embodiment of the present invention, the identification code of the product refers to an information code that can identify the source of the product, including but not limited to a barcode, a QR code, etc. The management center queries the channel information of the product based on the product identification information; sends the channel information of the product to the user terminal, and then the user terminal can display the channel information of the corresponding product. Through the channel information of the product, the user can confirm the authenticity of the product. Based on the same principle, the management center can also query the description information or other relevant information of the product, and send the description information or other relevant information of the product to the user terminal for display, so that users can fully understand the product.

[0105] In another scenario, the remote consultant can guide the user to query product information. For example, after establishing a video call between the target consultant and the user, the remote consultant guides the user to query product information. After obtaining the product-related information, the management center sends the product-related information to the consultant and the user, respectively. In this way, the product-related information can be displayed on both the user and the remote consultant, making it easier for the remote consultant to provide services to the user based on the product-related information, thereby improving the effectiveness of the consultant service.

[0106] It should be noted that in the embodiment of the present invention, the user end and the consultant end can also display product information and other information during the video call. The implementation method may include: displaying the video call window as a floating window, which can be enlarged, reduced or dragged, and displaying other text or image information in the area outside the floating window. In this way, you can make a video call and view other business information.

[0107] Furthermore, the remote consultant can also guide the user to log in through the user end. For example, during a video call, after obtaining the user's consent, the remote consultant sends a business operation instruction to open the user login page to the management center through the corresponding business module of the consultant end. After receiving the business operation instruction, the management center sends a message to open the user login page to the user end. After the user end receives the message to open the user login page, the user login page is displayed; the user login page may include an input box for receiving the user to enter login information in the login page, and the login information may be the user's mobile phone number or the user's social network number; the user end obtains the user login information and sends the user login information to the management center.

[0108] In other scenarios, the user login page displayed on the user side may also include a QR code. The user scans the QR code through the social software installed on the mobile terminal and quickly logs in to the management center through one-click authorization, which simplifies the user login operation.

[0109] After the management center obtains the current user login information, it can identify the user identity based on the user login information, query the consumption file corresponding to the user identity, and send the consumption file to the consultant end; during the video call with the user end, the consultant end also displays the consumption file of the current service user, so that the remote consultant can provide targeted consulting services.

[0110] In the above scenario, only the consultant side displays the user's consumption profile, and the user on the user side does not need to care about his profile information, so as to reduce the difficulty of user consultant. In other scenarios, the user's consumption profile can also be sent to the user side, so that both the user and the remote consultant can see the consumption profile.

[0111] In other scenarios, even if the user terminal does not establish a video call link with the consultant terminal, the user can also view or create his own consumption profile through the user terminal. In the embodiment of the present invention, the user's consumption profile can include the user's historical consumption records of related products, including but not limited to consumption time, consumption location, consumption quantity of goods, etc.

[0112] In addition, the management center can also identify whether the user identity is a registered user, and send the identity identification result to the target consultant terminal; the target consultant terminal is also used to display the identity identification result during the video call with the user terminal; when the identity identification result is an unregistered user, the remote consultant can perform relevant business operations to instruct the management center to issue an instruction to the user terminal to display the registration interface; the consultant terminal detects such a business operation instruction and sends the business operation instruction to the management center; the management center sends a message to the user terminal to display the member registration interface based on the business operation instruction; the user terminal is also used to receive the message from the management center and display the member registration interface during the video call with the user terminal.

[0113] In some scenarios, in order to facilitate user registration, the member registration interface can include a QR code. The user scans the QR code through the social software and obtains the social software account information through one-click authorization. The management center can then register the user through the social software account information. In other scenarios, the member registration interface can also include an input box, and the user registers by entering information such as the account number.

[0114] Furthermore, after obtaining the user identity information and the product information consumed by the user, the management center can update the consumption file corresponding to the user identity, and the consumption file includes the user identity and the product identification information. By establishing and updating the user's consumption file, the management center can provide comprehensive user data to third-party organizations, which is convenient for third-party organizations to adjust marketing strategies based on a large amount of user data. Among them, the third-party organization can be a brand.

[0115] In addition, in the remote consultant video management system of the above-mentioned embodiment, the user end and the consultant end can also be centrally managed through the management center; therefore, the user end and the consultant end also upload their status information to the management center in real time respectively; the status information includes the operating status information of the terminal and also carries the terminal identification information; the operating status information of the terminal includes power-on status information, power-off status information, or standby information; the status information of the user end and the status information of the consultant end collected by the management center facilitates the administrator to centrally manage the distributed user end and consultant end.

[0116] See also Figure 2As shown, in a specific embodiment, the business modules set up on the user side include: at least one of a login / registration module, a video call module, a consumption data entry module, a discount information module and an advertisement display module; the login / registration module is used for users to log in or register; the video call module is used for users to request a video call with a remote consultant; the consumption data entry module is used for users to enter current consumption data; the discount information module is used to display discount information of goods or offline stores when the user side is idle; and the advertisement display module is used to display advertisement information of goods when the user side is idle.

[0117] The business modules set up on the consultant side include: at least one of: a video call module, a call waiting module, a data dashboard module, a user-side scheduling module, a knowledge base and a user group management module; the video call module is used to establish a video call with the user side, and the call waiting module is used to control the waiting time of the video call request; the data dashboard module is used to view the consumption profile data or identity data of the user currently requesting the consultant; the knowledge base is used to save data such as product descriptions, channel description information, etc.; the user group management module is used to group users requesting consultants, such as VIP groups, new customer groups, etc.

[0118] The business modules provided by the management center include: data analysis module, terminal operation and maintenance module, user data management module, knowledge base management module and at least one of the API interface. The data analysis module is used to analyze the priority of the user end, the allocation of the consultant end, store marketing data analysis, and video call request analysis, etc.; the terminal operation and maintenance module is used to manage the operation status of the user end and the management end, and output corresponding prompt information for the user end or the consultant end in abnormal status, or notify the corresponding personnel to perform maintenance on the user end or the consultant end; the user data management module is used to manage the user's consumption profile, and is also used to manage the data of administrators with different rights. After administrators with different rights log in to the management center, they have different data viewing and management rights; the knowledge base management module is used to save request queuing rules, target consultant end allocation strategies, user end or consultant end maintenance knowledge, etc.; the API interface is used to provide a standard data exchange interface for other systems to realize data sharing between multiple systems.

[0119] Among them, the following permissions can exist in the system: system administrator permissions, project administrator permissions, and consultant permissions; system administrator permissions can manage the system's basic data configuration and permission management; project administrator permissions can view all data of the projects in charge, manage project stores, and manage user-end equipment and consultants corresponding to the stores, analyze store sales data, video call data, and formulate project plans in a timely manner based on reports; consultant permissions include being responsible for answering store video calls, answering product knowledge and questions for store users, promoting store sales, and issuing sales rewards.

[0120] In the knowledge base of the management center and the consultant side, data can be stored using MySQL+Redis cache; MySql adopts a dual-machine hot standby method to ensure that the system runs smoothly when a disaster occurs in the database.

[0121] The management center is responsible for the unified management of the entire system. Through data analysis, it optimizes the layout of user-side equipment and consultant-side equipment to maximize the benefits of equipment deployment. In addition, it can also reasonably arrange consultant staff schedules.

[0122] Need to explain, Figure 2 The specific business module of the remote consultant video management system shown is only an example scenario. In actual situations, other different business modules can also be set; and the role of each business module is not limited to the above examples, and can also be set according to actual needs.

[0123] Through the remote consultant video management system of the above embodiment, real-time communication and data collection between offline stores and remote consultants are achieved; queues and allocation strategies are added during the call process to maximize the efficiency of remote consultants, ensure the quality of consultant services for offline store users, and at the same time reduce the investment cost of consultant services.

[0124] With reference to the remote consultant video management system described in the above embodiments, the present invention provides an embodiment of a remote consultant video management method. In the following method embodiments, the method is described by taking application in a management center as an example.

[0125] In one embodiment, Figure 3 As shown, the remote consultant video management method includes the following steps:

[0126] S10, the management center receives a video call request from the user end; the video call request is issued by the user end when detecting an operation instruction to call a remote consultant; S20, the management center assigns a target consultant end to the video call request based on the latest remote consultant data; the remote consultant data includes: video call records between the consultant end and the user end; S30, the management center establishes a video call between the target consultant end and the user end; S40, after the video call is successfully established, the management center receives user data sent by the user end for characterizing the identity of the user end user; S50, identifies the identity information of the user end user based on the user data, obtains the consumption behavior data corresponding to the identity information and sends it to the target consultant end, so that when the target consultant end displays the video call window, it also displays the consumption behavior data corresponding to the user end user.

[0127] In the remote consultant video management method of the above embodiment, the management center can establish a video call between the user end and the consultant end when the network connects the user end and the consultant end, and the management center can allocate a suitable consultant end to the user end based on the saved remote consultant data. A large number of offline store users can be served by a small number of remote consultants, which improves the efficiency of remote consultants, ensures the quality of consultants for offline store users, and reduces the investment cost of consultant services.

[0128] Further, refer to Figure 4 As shown, after receiving the video call request from the user, the management center further includes the following steps:

[0129] S201, the management center saves the video call request into a first request queue; the first request queue is a first-in-first-out queue; S202, the management center detects whether the video call request is at the head of the first request queue, if so, executes step S30, otherwise, returns to step S202, i.e., suspends allocating a target consultant terminal for the video call request.

[0130] Wherein, step S30 may further include:

[0131] S301, the management center detects whether there is a consultant terminal in a non-video call state according to the latest remote consultant data; if so, execute step S302; if not, return to step S301, that is, suspend the allocation of target consultant terminals for the video call request. S302, the management center allocates a consultant terminal to the video call request from the consultant terminals in a non-video call state.

[0132] As an example, a specific implementation method of the above step S302 may include: taking the advisor terminal that is currently in a non-video state as a candidate advisor terminal; if there are multiple candidate advisor terminals, then according to the set advisor allocation strategy, one is determined from the multiple candidate advisor terminals and assigned to the video call request; the basis of the advisor allocation strategy includes: the number of video calls and / or the cumulative call duration of each candidate advisor terminal with the user terminal within the first set time period.

[0133] In one embodiment, reference Figure 5 As shown, after receiving the video call request from the user, the management center further includes the following steps:

[0134] S211, the management center saves the video call request to the second request queue; S212, the management center sends the video call request waiting for response in the second request queue to the advisor terminal; S213, does the management center receive the selection instruction of the advisor terminal for the video call request in the second request queue? If so, execute step S30; otherwise, return to step S213, that is, suspend the allocation of the target advisor terminal for the video call request.

[0135] Wherein, step S30 may further include: S311, the management center identifies the advisor terminal that sends the selected instruction; S312, the management center assigns the advisor terminal that sends the selected instruction to the video call request.

[0136] In the above steps S201 and S211, the specific method of saving the video call request to the first request queue or the second request queue may include: when video call requests from multiple user terminals are received at the same time, the video call requests from the multiple user terminals are saved in the first request queue or the second request queue according to a preset sorting rule; the sorting rule includes: the order of the initiation time information of the video call requests, and / or the priority order of the user terminals corresponding to the video call requests.

[0137] In one embodiment, according to a preset sorting rule, the process of saving the video call requests of the multiple users into the first request queue or the second request queue includes:

[0138] When video call requests from multiple user terminals are received simultaneously, the priorities of the user terminals corresponding to the video call requests are identified; according to the priorities of the user terminals, the video call requests of the multiple user terminals are sorted to obtain a first sorting result; in the first sorting result, if the priorities of the user terminals corresponding to at least two of the video call requests are the same, the initiation time information of the at least two video call requests is obtained, and according to the initiation time information, the at least two video call requests in the first sorting result are sorted to obtain a second sorting result; according to the second sorting result, the video call requests of the multiple user terminals are saved in the first request queue or the second request queue.

[0139] In another embodiment, the process of saving the video call requests of the multiple users into the first request queue or the second request queue according to a preset sorting rule includes:

[0140] S1, when the management center receives video call requests from multiple users at the same time, it identifies the initiation time information of the video call requests; S2, the management center sorts the video call requests from the multiple users according to the order of the initiation time information to obtain a first sorting result; S3, in the first sorting result, are there at least two video call requests with the same initiation time information? If so, execute step S4, otherwise, execute step S6; S4, obtain the priorities of the users of the at least two video call requests, and sort the at least two video call requests in the first sorting result according to the priorities to obtain a second sorting result; S5, according to the second sorting result, save the video call requests from the multiple users to the first request queue or the second request queue; S6, according to the first sorting result, save the video call requests from the multiple users to the first request queue or the second request queue.

[0141] Due to differences in network transmission quality, the time it takes for different user terminals to transmit video call requests to the management center may be different. Therefore, even if the management center receives video call requests from multiple users at the same time, the initiation time of these video call requests from these multiple users may not be the same. Therefore, the video call requests can be sorted by their initiation time. Assuming that the reception time and initiation time of multiple video call requests are the same, the multiple video call requests can also be sorted based on the priority of the user terminals.

[0142] Furthermore, the priority of the user terminal can be set in advance, and the set priority of the user terminal can be reported to the management center for storage. When the priority of the user terminal needs to be updated, the priority record stored in the management center can be updated. The way to set or update the priority may include: the administrator logs in to the management center, sets or updates the priority of the user terminal; or, sets the priority in the system of the user terminal. After the user terminal accesses the management center, the user terminal can report its priority to the management center. When the priority of the user terminal changes, the user terminal re-reports the priority to the management center. The former method has high efficiency in user terminal priority management, and the latter method has better scalability in user terminal priority management; according to actual conditions, one or a combination of the two methods can be used to set or update the priority of the user terminal.

[0143] In one embodiment, the remote consultant data stored in the management center also includes: business data of offline stores and historical records of video call requests initiated by the user. Correspondingly, based on the remote consultant video management method of the above embodiment, it can also include the steps of: pre-determining the priority of the user; the basis for determining the priority includes at least one of the following:

[0144] Based on 1: According to the remote consultant data, the business data of the offline store in the second time period is determined, thereby determining the priority of the user terminal of the offline store; Based on 2: According to the remote consultant data, the time information of the last time the user terminal initiated a video call request is determined, thereby determining the priority of the user terminal; Based on 3: According to the remote consultant data, the time information of the last time the user terminal had a video call with the consultant terminal is determined, thereby determining the priority of the user terminal; Based on 4: According to the remote consultant data, the cumulative duration and / or cumulative number of video calls between the user terminal and the consultant terminal in the third set time period is determined, thereby determining the priority of the user terminal.

[0145] The management center dynamically determines the priority of the user end based on the saved remote consultant data. This method can further improve the flexibility of the user end priority, making the management of multiple user ends in the remote consultant video management system more intelligent.

[0146] Further, refer to Figure 6 As shown, in one embodiment, the remote consultant video management method may further include the steps of:

[0147] S40, the management center receives the product identification information sent by the user terminal; the product identification information is obtained by the user terminal by scanning the identification code of the product; S50, the management center queries the channel information of the product based on the product identification information; S60, the management center sends the channel information of the product to the consultant terminal and the user terminal respectively, so as to trigger the consultant terminal and the user terminal to display the channel information of the product.

[0148] The user terminal can obtain the commodity identification information through the commodity identification information acquisition interface. The implementation method may include: the management center may control the user terminal to display the commodity identification information acquisition interface according to the operation instruction of the target consultant terminal, and the user terminal does not need to perform the interface switching operation; other implementation methods may also include that the user of the user terminal can also operate the user terminal under the guidance of the consultant to enter the commodity identification information acquisition interface.

[0149] The remote consultant can guide the user to query the product information. For example, after establishing a video call between the target consultant terminal and the user terminal, the remote consultant guides the user to query the product information. Users of offline stores can query the relevant information of the product through the user terminal, including product description information or product channel information, so that users can understand the purchased products. For example, the user points the identification code of the product to the scanning area of ​​the user terminal. The user terminal obtains the product identification information by scanning the identification code of the product and sends the product identification information to the management center. The management center queries the channel information of the product based on the product identification information. The channel information of the product is sent to the user terminal and / or consultant terminal, so that the user terminal and / or consultant terminal can display the relevant information of the product. When the consultant terminal displays the relevant information of the product, it is convenient for the remote consultant to provide services to the user in combination with the relevant information of the product, thereby improving the consultant service effect. In the embodiment of the present invention, the identification code of the product refers to an information code that can identify the source of the product, including but not limited to a barcode, a QR code, etc.

[0150] Further, refer to Figure 7 As shown, in one embodiment, the remote consultant video management method may further include the steps of:

[0151] S70, the management center obtains the user login information; the user login information comes from the user terminal, or a mobile terminal other than the user terminal; S80, the management center identifies the user identity based on the user login information; S90, the management center determines the consumption profile corresponding to the user identity; S100, the management center sends the consumption profile to the consultant terminal to trigger the consultant terminal to display the consumption profile.

[0152] Among them, steps S70 to S100 can be executed after establishing a video call between the target consultant terminal and the user terminal; they can also be executed before establishing a video call between the target consultant terminal and the user terminal. Before establishing a video call between the target consultant terminal and the user terminal, the management center sends the consumption profile to the user terminal to display the user's consumption profile on the user terminal.

[0153] The remote consultant can guide the user to log in through the user end. For example, during a video call, after obtaining the user's consent, the remote consultant sends a business operation instruction to open the user login page to the management center through the corresponding business module of the consultant end. After receiving the business operation instruction, the management center sends a message to the user end to open the user login page. After the user end receives the message to open the user login page, the user login page is displayed; the user login page may include an input box for receiving the user to enter login information in the login page. The login information may be the user's mobile phone number or the user's social network number; the user end obtains the user login information and sends the user login information to the management center. In addition, the user login page may also include a QR code. The user can also scan the QR code through social software, directly obtain the user information through quick authorization and send it to the management for execution, so as to achieve quick login.

[0154] Furthermore, in one embodiment, after identifying the user identity according to the user login information, the remote consultant video management method may further include the steps of:

[0155] S110, the management center sends the identity recognition result to the target consultant terminal to trigger the target consultant terminal to display the identity recognition result during the video call with the user terminal; S120, for non-registered users, the management center receives the business operation instruction sent by the target client to instruct the user terminal to display the registration interface; S130, the management center sends a message to display the registration interface to the user terminal to trigger the user terminal to receive the message from the management center and display the registration interface during the video call with the user terminal.

[0156] It can be understood that steps S120 and S130 can be executed based on corresponding operations of the remote consultant, and the embodiment of the present invention is not limited to automatic execution.

[0157] In addition, in one embodiment, the remote consultant video management method may further include the step of: the management center updates the consumption profile of the current user at the user end; the consumption profile includes the user identity and product identification information. Through this step, the original consumption profile of the historical registered user can be updated, and a new consumption profile can be created for the newly registered user.

[0158] In addition, in one embodiment, the above-mentioned remote consultant video management method may further include the steps of: receiving the operating status information of the user terminal, the operating status information carrying the identification information of the user terminal and the current operating status; the current operating status includes the power-on state, the power-off state or the standby state; receiving the operating status information of the consultant terminal, the operating status information carrying the identification information of the consultant terminal and the current operating status; saving the respective operating status information of the user terminal and the consultant terminal.

[0159] By receiving the operating status information of the user end and the consultant end, it is convenient to manage the user end and the consultant end through the management center. For any abnormal user end or consultant end, relevant personnel can be reminded in time to perform maintenance. The reminder methods include but are not limited to local reminders or remote reminders. Remote reminders can be text messages, WeChat or phone calls, etc.

[0160] Referring to the remote consultant video management system described in the above embodiment, the present invention also provides a remote consultant video management system for use in Figure 1 In one embodiment, the remote consultant video management method applied to the user side includes the following steps:

[0161] Detecting the user terminal's operation instruction to call a remote consultant, sending a video call request to the management center; the user terminal is set up in an offline store; the video call request is used to trigger the management center to assign a consultant terminal to the video call request as the target consultant terminal according to the latest remote consultant data, and establish a video call between the target consultant terminal and the user terminal; the remote consultant data includes: video call records between the consultant terminal and the user terminal;

[0162] Display the video call window on the user side;

[0163] After the video call is successfully established, the user end also sends user data used to characterize the identity of the user end to the management center; so that the management center can identify the identity information of the user end based on the user data, obtain the consumption behavior data corresponding to the identity information and send it to the target consultant end, so as to achieve a remote consultant effect in which the consumption behavior data corresponding to the user end is also displayed when the video call window is displayed on the target consultant end.

[0164] Furthermore, in one embodiment, the remote consultant video management method applied to the user side may also include the steps of:

[0165] Displaying a product identification interface on the user end; scanning the identification code of the product through the product identification interface to obtain product identification information; sending the product identification information to the management center; the product identification information is used to trigger the management center to query the channel information of the product according to the product identification information;

[0166] The user end receives the channel information of the product sent by the management center and displays the channel information of the product.

[0167] Among them, the user terminal can display the product identification interface according to the message of the management center, and the user of the user terminal does not need to perform terminal operations, which provides convenience for the user. In other scenarios, the user can also display the product identification interface through user terminal operations under the guidance of the remote consultant.

[0168] Furthermore, in one embodiment, the remote consultant video management method applied to the user side may also include the steps of:

[0169] Display a user login interface on the user side; obtain user login information through the user login; send the user login information to the management center; the user login information is used to trigger the management center to identify the user identity according to the user login information, and determine the consumption profile corresponding to the user identity; receive the consumption profile sent by the management center, and display the consumption profile.

[0170] Among them, the user terminal can display the user login interface according to the message of the management center, and the user of the user terminal does not need to perform terminal operations, which provides convenience for the user. In other scenarios, the user can also display the user login interface through user terminal operations under the guidance of the remote consultant.

[0171] Furthermore, after sending the user login information to the management center, the following steps may also be included:

[0172] The user terminal receives a message for displaying a registration interface sent by the management center; the message for displaying a registration interface is generated by the management center after receiving a business operation instruction for instructing the user terminal to display a registration interface sent by the target consultant terminal;

[0173] Display the registration interface on the user side.

[0174] In this embodiment, the user terminal displays the user registration interface according to the message of the management center, and the user terminal user does not need to perform terminal operations, which provides convenience for the user. In other scenarios, the user can also display the user registration interface through user terminal operations under the guidance of the remote consultant.

[0175] It should be understood that, for the aforementioned various method embodiments, although the various steps in the flow chart are displayed in sequence according to the indication of the arrows, these steps are not necessarily executed in sequence according to the order indicated by the arrows. Unless there is a clear description in this article, the execution of these steps does not have a strict order restriction, and these steps can be executed in other orders. Moreover, at least a portion of the steps in the flow chart of the method embodiment may include a plurality of sub-steps or a plurality of stages, and these sub-steps or stages are not necessarily executed at the same time, but can be executed at different times, and the execution order of these sub-steps or stages is not necessarily carried out in sequence, but can be executed in turn or alternately with other steps or at least a portion of the sub-steps or stages of other steps.

[0176] Based on the same concept as the remote consultant video management method in the above embodiment, this article also provides an embodiment of a remote consultant video management device.

[0177] In one embodiment, Fig. 9 As shown, the remote consultant video management device of this embodiment is applied to a management center and specifically includes:

[0178] The request receiving module 601 is used to receive a video call request from a user terminal;

[0179] The consultant allocation module 602 is used to allocate a target consultant terminal to the video call request according to the latest remote consultant data; wherein the remote consultant data includes: the video call record between the consultant terminal and the user terminal;

[0180] Video connection module 603, used to establish a video call between the target consultant terminal and the user terminal;

[0181] A user data receiving module 604 is used to receive user data used to characterize the identity of the user at the user end after the video call is successfully established;

[0182] The behavior data sending module 605 is used to identify the identity information of the user on the user end according to the user data, obtain the consumption behavior data corresponding to the identity information and send it to the target consultant end, so that when the target consultant end displays the video call window, it also displays the consumption behavior data corresponding to the user on the user end.

[0183] For the specific definition of the remote consultant video management device, please refer to the definition of the remote consultant video management system and method above, which will not be repeated here. Each module in the above remote consultant video management device can be implemented in whole or in part by software, hardware and a combination thereof. The above modules can be embedded in or independent of the processor in the server in hardware form, or stored in the memory in the server in software form, so that the processor can call and execute the operations corresponding to the above modules.

[0184] In addition, in the implementation of the remote consultant video management device in the above-mentioned example, the logical division of each program module is only an example. In actual application, the above-mentioned functions can be assigned to different program modules as needed, for example, for the configuration requirements of the corresponding hardware or the convenience of software implementation. That is, the internal structure of the remote consultant video management device is divided into different program modules to complete all or part of the functions described above.

[0185] In one embodiment, a remote consultant video management device applicable to a user terminal includes:

[0186] A request sending module is used to detect an operation instruction of a user terminal to call a remote consultant and send a video call request to a management center; the user terminal is set in an offline store; the video call request is used to trigger the management center to allocate a target consultant terminal for the video call request according to the latest remote consultant data, and establish a video call between the target consultant terminal and the user terminal; the remote consultant data includes: a video call record between the consultant terminal and the user terminal;

[0187] Video call module, used to display the video call window;

[0188] The user data sending module is used to send the user data used to characterize the identity of the user on the user end to the management center after the video call is successfully established, so that the management center can identify the identity information of the user on the user end based on the user data, obtain the consumption behavior data corresponding to the identity information and send it to the target consultant end; when the video call window is displayed on the target consultant end, the consumption behavior data corresponding to the user on the user end is also displayed.

[0189] In one embodiment, a management center device is provided, and its internal structure diagram can be as follows: Fig.10As shown. The server includes a processor, a memory, a network interface and a database connected through a system bus. Among them, the processor of the server is used to provide computing and control capabilities. The memory of the server includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, a computer program and a database. The internal memory provides an environment for the operation of the operating system and the computer program in the non-volatile storage medium. The database of the server is used to store data of the remote consultant video management device. The network interface of the server is used to communicate with an external terminal through a network connection. When the computer program is executed by the processor, a remote consultant video management method is implemented.

[0190] In one embodiment, a user terminal device is provided, whose internal structure diagram can be as follows: Fig.11 As shown. The computer device includes a processor, a memory, a network interface, a display screen and an input device connected through a system bus. Among them, the processor of the computer device is used to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operation of the operating system and the computer program in the non-volatile storage medium. The network interface of the computer device is used to communicate with an external terminal through a network connection. When the computer program is executed by the processor, a method for tracking and shooting by an intelligent terminal is implemented. The display screen of the computer device can be a liquid crystal display screen or an electronic ink display screen, and the input device of the computer device can be a touch layer covered on the display screen, or a key, trackball or touchpad set on the computer device shell, or an external keyboard, touchpad or mouse, etc.

[0191] It should be noted that the internal structure diagram of the consultant terminal device can also be referred to Fig.11 shown.

[0192] Those skilled in the art will understand that Fig.10 , 11 The structure shown in the figure is only a block diagram of a partial structure related to the solution of the present application, and does not constitute a limitation on the server to which the solution of the present application is applied. The specific server may include more or fewer components than shown in the figure, or combine certain components, or have a different component arrangement.

[0193] In one embodiment, a server device is provided, including a memory and a processor. The memory stores a computer program, and the processor implements the steps included in the remote consultant video management method of any of the above embodiments when executing the computer program.

[0194] In one embodiment, a computer-readable storage medium is provided, on which a computer program is stored. When the computer program is executed by a processor, the steps included in the remote consultant video management method of any of the above embodiments are implemented.

[0195] Those skilled in the art can understand that all or part of the processes in the above-mentioned embodiment methods can be completed by instructing the relevant hardware through a computer program, and the computer program can be stored in a non-volatile computer-readable storage medium. When the computer program is executed, it can include the processes of the embodiments of the above-mentioned methods. Among them, any reference to memory, storage, database or other media used in the embodiments provided in this application can include non-volatile and / or volatile memory. Non-volatile memory can include read-only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM) or flash memory. Volatile memory can include random access memory (RAM) or external cache memory. As an illustration and not limitation, RAM is available in many forms, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), double data rate SDRAM (DDRSDRAM), enhanced SDRAM (ESDRAM), synchronous link (Synchlink) DRAM (SLDRAM), memory bus (Rambus) direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM).

[0196] The technical features of the above embodiments may be combined arbitrarily. To make the description concise, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this specification.

[0197] In the above embodiments, the description of each embodiment has its own emphasis. For parts that are not described in detail in a certain embodiment, reference can be made to the relevant descriptions of other embodiments.

[0198] The terms "including" and "having" and any variations thereof in the embodiments herein are intended to cover non-exclusive inclusions. For example, a process, method, system, product or device comprising a series of steps or (module) units is not limited to the listed steps or units, but may optionally include steps or units not listed, or may optionally include other steps or units inherent to these processes, methods, products or devices.

[0199] The term "multiple" as used herein refers to two or more than two. "And / or" describes the relationship between related objects, indicating that three relationships can exist. For example, A and / or B can mean: A exists alone, A and B exist at the same time, and B exists alone. The character " / " generally indicates that the related objects are in an "or" relationship.

[0200] The "first\second" mentioned in this article is only used for distinction and is not used for limitation in terms of size, order, subordination, etc. It is understandable that the specific order or sequence of "first\second" can be interchanged where permitted, or the objects distinguished by "first\second" can be interchanged where appropriate, so that the embodiments described herein can be implemented in ways other than those illustrated or described herein.

[0201] The above-mentioned embodiments only express several implementation methods of the present application, and the descriptions thereof are relatively specific and detailed, but they cannot be understood as limiting the scope of the invention patent. It should be pointed out that, for a person of ordinary skill in the art, several variations and improvements can be made without departing from the concept of the present application, and these all belong to the protection scope of the present application. Therefore, the protection scope of the patent of the present application shall be subject to the attached claims.

Claims

1. A remote consultant video management system, characterized in that: It includes a user terminal, a consultant terminal and a management center; the user terminal is set in an offline store or near an offline store, and one offline store corresponds to one user terminal; the consultant terminal is set in a location far away from the user terminal, and the management center is set in the cloud; the user terminal and the consultant terminal are centrally managed by the management center; The user terminal is used to receive an operation instruction to call a remote consultant and initiate a video call request to the management center; The management center is used to assign a target consultant terminal to the video call request according to the latest remote consultant data, and establish a video call between the target consultant terminal and the user terminal; The remote consultant data includes video call records between each consultant terminal and the user terminal; after the video call is successfully established, the video call window is displayed on the target consultant terminal and the user terminal respectively; The user terminal is also used to collect user data used to characterize the user identity of the user terminal and send it to the management center after the video call is successfully established; The management center is also used to identify the identity information of the user of the user terminal according to the user data, obtain the consumption behavior data corresponding to the identity information and send it to the target consultant terminal; When the target consultant terminal displays the video call window, the consumer behavior data corresponding to the user of the user terminal is also displayed; After establishing the video call between the target consultant terminal and the user terminal, the management center is further used to control the user terminal to display a product identification information acquisition interface according to the operation instruction of the target consultant terminal; The user terminal is further used to obtain commodity identification information through the commodity identification information acquisition interface and send the commodity identification information to the management center; The management center is further used to query the relevant information of the commodity according to the commodity identification information, and send the relevant information of the commodity to the consultant terminal and the user terminal respectively, so as to trigger the consultant terminal and the user terminal to display the relevant information of the commodity; The user terminal and the consultant terminal display the video call window in a floating window manner, and display other text or picture information in an area outside the floating window; The management center is provided with a service module for setting video call request queuing rules, and the call request queuing rules are set through the service module; the management center is also used to dynamically determine the priority of each user terminal according to the latest remote consultant data; and the management center is also used to save the video call requests of multiple user terminals to the first request queue or the second request queue according to the preset sorting rules when receiving video call requests from multiple user terminals at the same time; the sorting rules include: the order of the initiation time information of the video call requests, and / or the priority order of the user terminals corresponding to the video call requests; The management center is also used to receive the operating status information of the user terminal, which carries the identification information of the user terminal and the current operating status, and to receive the operating status information of the advisor terminal, which carries the identification information of the advisor terminal and the current operating status; and, based on the operating status information of the user terminal and the operating status information of the advisor terminal, manage the user terminal and the advisor terminal, and for any abnormal user terminal or advisor terminal, remind relevant personnel to perform maintenance by means of local or remote reminders.

2. The remote consultant video management system according to claim 1, characterized in that: The management center is used to save the video call request into a first request queue, and when it is detected that the video call request is at the head of the first request queue, a target consultant terminal is allocated to the video call request according to the latest remote consultant data; the first request queue is a first-in-first-out queue.

3. The remote consultant video management system according to claim 1, characterized in that: The management center is further configured to save the video call request into a second request queue, send the video call request waiting for response in the second request queue to each consultant terminal, and when receiving a selection instruction from a consultant terminal for the video call request in the second request queue, assign a target consultant terminal to the video call request according to the latest remote consultant data corresponding to the consultant terminal corresponding to the selection instruction; The consultant terminal is also used to display the video call request information waiting for response in the second request queue; the video call request information includes user terminal information, offline store information corresponding to the user terminal and request waiting time information.

4. The remote consultant video management system according to claim 2, characterized in that: The management center is also used to detect the consultant terminal that is currently in a non-video call state as a candidate consultant terminal based on the latest remote consultant data when it is detected that the video call request is at the head of the first request queue, and determine a target consultant terminal from the candidate consultant terminals based on the number of video calls and / or the cumulative call duration between each candidate consultant terminal and the user terminal within a first set time period.

5. A remote consultant video management method, characterized in that: Applied to the management center, the management center is set in the cloud, and the user terminal and the consultant terminal are centrally managed by the management center. The user terminal is set in an offline store or near an offline store, and one offline store corresponds to one user terminal; The advisor terminal is arranged at a location far away from the user terminal; the method comprises: Receive a video call request from a user; According to the latest remote consultant data, a target consultant terminal is assigned to the video call request; the remote consultant data includes: the video call record between the consultant terminal and the user terminal; Establishing a video call between the target consultant terminal and the user terminal; After the video call is successfully established, receiving user data sent by the user terminal and used to represent the user identity of the user terminal; Identify the identity information of the user at the user end according to the user data, obtain the consumption behavior data corresponding to the identity information and send it to the target consultant end, so that when the target consultant end displays the video call window, it also displays the consumption behavior data corresponding to the user at the user end; After establishing a video call between the target consultant terminal and the user terminal, the management center also controls the user terminal to display a product identification information acquisition interface according to the operation instruction of the target consultant terminal; receives the product identification information obtained by the user terminal through the product identification information acquisition interface, queries the relevant information of the product, and sends the relevant information of the product to the consultant terminal and the user terminal respectively, so as to trigger the consultant terminal and the user terminal to display the relevant information of the product; The user terminal and the consultant terminal display the video call window in a floating window manner, and display other text or picture information in an area outside the floating window; The management center is provided with a service module for setting video call request queuing rules, and the call request queuing rules are set through the service module; the method further includes: Dynamically determine the priority of each user end based on the latest remote consultant data; When video call requests from multiple users are received simultaneously, the video call requests from the multiple users are saved in the first request queue or the second request queue according to a preset sorting rule; the sorting rule includes: the order of the initiation time information of the video call requests, and / or the priority order of the users corresponding to the video call requests; as well as, Receive the operating status information of the user terminal, the operating status information of the user terminal carries the identification information of the user terminal and the current operating status; receive the operating status information of the advisor terminal, the operating status information of the advisor terminal carries the identification information of the advisor terminal and the current operating status; and manage the user terminal and the advisor terminal based on the operating status information of the user terminal and the operating status information of the advisor terminal, and remind relevant personnel to perform maintenance in the form of local or remote reminders for any abnormal user terminal or advisor terminal.

6. The method according to claim 5, characterized in that After receiving the video call request from the user terminal, the method further includes: Saving the video call request to a first request queue or a second request queue; the first request queue is a first-in-first-out queue; The allocating a consultant terminal to the video call request according to the latest remote consultant data includes: When it is detected that the video call request is at the head of the first request queue, a target consultant terminal is allocated to the video call request according to the latest remote consultant data; or, The video call requests waiting for response in the second request queue are sent to the consultant end; when a selection instruction for the video call request in the second request queue is received from the consultant end, a target consultant end is assigned to the video call request based on the latest remote consultant data corresponding to the consultant end corresponding to the selection instruction.

7. The method according to claim 6, characterized in that The step of allocating a target consultant terminal to the video call request according to the latest remote consultant data includes: According to the latest remote consultant data, detect the consultant end that is currently in a non-video call state as a candidate consultant end; According to the number of video calls and / or accumulated call duration between each candidate advisor terminal and the user terminal within the first set time period, a target advisor terminal is determined from the candidate advisor terminals and allocated to the video call request.

8. The method according to claim 6, characterized in that The step of saving the video call request to the first request queue or the second request queue includes: When video call requests from multiple users are received simultaneously, the video call requests from the multiple users are saved in the first request queue or the second request queue according to the priority order of the users corresponding to the video call requests.

9. The method according to claim 8, characterized in that The remote consultant data also includes: business data of the offline store corresponding to the user terminal and the historical records of the video call request initiated by the user terminal; The method further comprises at least one of the following: According to the remote consultant data, the business data of the offline store in the second time period is obtained, thereby determining the priority of the user terminal of the offline store; According to the remote consultant data, obtaining the time information of the last video call request initiated by the user terminal, thereby determining the priority of the user terminal; According to the remote consultant data, obtaining the time information of the last video call between the user terminal and the consultant terminal, thereby determining the priority of the user terminal; According to the remote consultant data, the accumulated duration and / or accumulated number of video calls between the user terminal and the consultant terminal within a third set time period are obtained, thereby determining the priority of the user terminal.

10. A remote consultant video management device, characterized in that: Applied to the management center, the management center is set in the cloud, and the user terminal and the consultant terminal are centrally managed by the management center. The user terminal is set in an offline store or near an offline store, and one offline store corresponds to one user terminal; The consultant terminal is arranged at a location far away from the user terminal; the device comprises: A request receiving module, used for receiving a video call request from a user terminal; A consultant allocation module, configured to allocate a target consultant terminal to the video call request according to the latest remote consultant data; wherein the remote consultant data includes a video call record between the consultant terminal and the user terminal; A video connection module, used to establish a video call between the target consultant terminal and the user terminal; A user data receiving module, used to receive user data used to characterize the identity of a user at the user end after the video call is successfully established; A behavior data sending module, used to identify the identity information of the user at the user end according to the user data, obtain the consumption behavior data corresponding to the identity information and send it to the target consultant end, so that when the target consultant end displays the video call window, the consumption behavior data corresponding to the user at the user end is also displayed; After establishing a video call between the target consultant terminal and the user terminal, the management center also controls the user terminal to display a product identification information acquisition interface according to the operation instruction of the target consultant terminal; receives the product identification information obtained by the user terminal through the product identification information acquisition interface, queries the relevant information of the product, and sends the relevant information of the product to the consultant terminal and the user terminal respectively, so as to trigger the consultant terminal and the user terminal to display the relevant information of the product; The user terminal and the consultant terminal display the video call window in a floating window manner, and display other text or picture information in an area outside the floating window; The management center is provided with a service module for setting video call request queuing rules, and the call request queuing rules are set through the service module; the device also includes: A module for dynamically determining the priority of each user terminal based on the latest remote consultant data; A module for, when receiving video call requests from multiple users at the same time, saving the video call requests from the multiple users to a first request queue or a second request queue according to a preset sorting rule; the sorting rule includes: a sequence of initiation time information of the video call requests, and / or a priority sequence of the users corresponding to the video call requests; as well as, A module for receiving the operating status information of the user terminal, wherein the operating status information of the user terminal carries the identification information of the user terminal and the current operating status; receiving the operating status information of the advisor terminal, wherein the operating status information of the advisor terminal carries the identification information of the advisor terminal and the current operating status; and managing the user terminal and the advisor terminal based on the operating status information of the user terminal and the advisor terminal, and for any abnormal user terminal or advisor terminal, reminding relevant personnel to perform maintenance by means of local reminders or remote reminders.

11. A computer device comprising a memory and a processor, wherein the memory stores a computer program, wherein: When the processor executes the program, the steps of the method according to any one of claims 5 to 9 are implemented.

12. 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 according to any one of claims 5 to 9 are implemented.

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