Online customer service remote interaction method, device and electronic equipment

Abstract

The present application discloses a method, device and electronic device for remote interaction of online customer service. Involving the field of financial technology, the method comprises: responding to an online customer service request initiated by a client, and performing voice interaction with the client; responding to a same-screen assistance request initiated by a client, and obtaining the current transaction interface of the client, and the transaction code corresponding to the current transaction interface, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information; determining the current interaction mode with the client according to the transaction code, wherein the current interaction mode comprises: starting screen recording of the client while performing voice interaction, or stopping screen recording of the client while performing voice interaction. Through the present application, the problems of low communication efficiency, inability to effectively understand customer needs and high risk of privacy leakage existing in the online customer service remote interaction method in the related art are solved.

Description

Technical Field

[0001] The present application relates to a field, and specifically, to an online customer service remote interaction method, device and electronic device. Background Art

[0002] With the popularization of smart terminal devices, there are more and more mobile applications, and the functions of the applications are becoming more and more abundant. When customers use mobile clients to handle online business, they often encounter some problems, which makes the transaction process unable to proceed, and they need to contact online customer service personnel to guide them to complete the transaction. At present, the main ways for users to contact online customer service personnel through the client are through voice interaction or online text interaction with customer service, but these two methods of communication are inefficient, and customer service personnel cannot effectively understand the specific problems encountered by customers. In addition, in some cases, video interaction between online customers and clients can be achieved, but this interaction method is mainly through third-party applications (such as family care applications, call applications, screen sharing applications, remote assistance applications, etc.). This method allows online customer service to gain control of the client and view all information of the client, which poses a risk of leaking user privacy.

[0003] Currently, no effective solution has been proposed to the problems of low communication efficiency, inability to effectively understand customer needs and high risk of privacy leakage in online customer service remote interaction methods in related technologies. Summary of the invention

[0004] The main purpose of this application is to provide an online customer service remote interaction method, device and electronic device to solve the problems of low communication efficiency, inability to effectively understand customer needs and high risk of privacy leakage in the online customer service remote interaction method in the related art.

[0005] In order to achieve the above purpose, according to one aspect of the present application, a method for remote interaction of online customer service is provided. The method includes: responding to an online customer service request initiated by a client, and performing voice interaction with the client; responding to a same-screen assistance request initiated by the client, and obtaining the current transaction interface of the client, and the transaction code corresponding to the current transaction interface, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information; determining the current interaction mode with the client according to the transaction code, wherein the current interaction mode includes: starting screen recording of the client while performing the voice interaction, or stopping screen recording of the client while performing the voice interaction.

[0006] In order to achieve the above purpose, according to another aspect of the present application, a method for remote interaction of online customer service is provided. The method includes: initiating an online customer service request to the online customer service end, and performing voice interaction with the online customer service end; initiating a same-screen assistance request to the online customer service end, and sending the current transaction interface and the transaction code corresponding to the current transaction interface to the online customer service end, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information; receiving the current interaction mode with the online customer service end, wherein the current interaction mode includes: starting screen recording while performing the voice interaction, or stopping screen recording while performing the voice interaction.

[0007] In order to achieve the above purpose, according to another aspect of the present application, a method for remote interaction of online customer service is provided. The method includes: the client initiates an online customer service request to the online customer service terminal, and the target online customer service in the online customer service terminal interacts with the client by voice; the client initiates a same-screen assistance request to the online customer service terminal, and sends the current transaction interface and the transaction code corresponding to the current transaction interface to the online customer service terminal, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information; the online customer service terminal determines the current interaction mode between the target online customer service and the client according to the transaction code, wherein the current interaction mode includes: starting the screen recording of the client while performing the voice interaction, or stopping the screen recording of the client while performing the voice interaction.

[0008] In order to achieve the above purpose, according to another aspect of the present application, an online customer service remote interaction device is provided. The device includes: a first remote interaction module, which is used to respond to an online customer service request initiated by a client and perform voice interaction with the client; a first acquisition module, which is used to respond to a same-screen assistance request initiated by the client and obtain the current transaction interface of the client and the transaction code corresponding to the current transaction interface, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information; a first determination module, which is used to determine the current interaction mode with the client according to the transaction code, wherein the current interaction mode includes: starting the screen recording of the client while performing the voice interaction, or stopping the screen recording of the client while performing the voice interaction.

[0009] In order to achieve the above-mentioned purpose, according to another aspect of the present application, a non-volatile storage medium is provided, wherein the non-volatile storage medium stores a plurality of instructions, and the instructions are suitable for being loaded by a processor and executing any one of the above-mentioned online customer service remote interaction methods.

[0010] In order to achieve the above-mentioned purpose, according to another aspect of the present application, an electronic device is provided. The electronic device includes one or more processors and a memory, wherein the memory is used to store one or more programs, wherein when the one or more programs are executed by the one or more processors, the one or more processors implement any one of the above-mentioned online customer service remote interaction methods.

[0011] Through this application, the following steps are adopted: responding to an online customer service request initiated by a client, and performing voice interaction with the above-mentioned client; responding to a same-screen assistance request initiated by the above-mentioned client, obtaining the current transaction interface of the above-mentioned client, and the transaction code corresponding to the above-mentioned current transaction interface, wherein the above-mentioned transaction code is used to indicate whether the above-mentioned current transaction interface carries sensitive information; determining the current interaction mode with the above-mentioned client according to the above-mentioned transaction code, wherein the above-mentioned current interaction mode includes: starting the screen recording of the above-mentioned client while performing the above-mentioned voice interaction, or stopping the screen recording of the above-mentioned client while performing the above-mentioned voice interaction, thereby achieving the purpose of ensuring the privacy security of the client user while adopting a customer service interaction mode combining audio and video, and solving the problems of low communication efficiency, inability to effectively understand customer needs, and high risk of privacy leakage in the online customer service remote interaction method in the related technology. Thus, the effect of improving the communication efficiency of online customer service and effectively protecting the privacy security of users is achieved. BRIEF DESCRIPTION OF THE DRAWINGS

[0012] The drawings constituting a part of the present application are used to provide a further understanding of the present application. The illustrative embodiments and descriptions of the present application are used to explain the present application and do not constitute an improper limitation on the present application. In the drawings:

[0013] Figure 1 is a flowchart of an online customer service remote interaction method provided according to an embodiment of the present application;

[0014] Figure 2 It is a flowchart of an optional online customer service remote interaction method provided according to an embodiment of the present application;

[0015] Figure 3 is a flowchart of another optional online customer service remote interaction method provided according to an embodiment of the present application;

[0016] Figure 4 is a schematic diagram of an online customer service remote interaction device provided according to an embodiment of the present application;

[0017] Figure 5 It is a schematic diagram of an electronic device provided according to an embodiment of the present application. DETAILED DESCRIPTION

[0018] It should be noted that, in the absence of conflict, the embodiments and features in the embodiments of the present application can be combined with each other. The present application will be described in detail below with reference to the accompanying drawings and in combination with the embodiments.

[0019] In order to enable those skilled in the art to better understand the solution of the present application, the technical solution in the embodiments of the present application will be clearly and completely described below in conjunction with the drawings in the embodiments of the present application. Obviously, the described embodiments are only part of the embodiments of the present application, not all of the embodiments. Based on the embodiments in the present application, all other embodiments obtained by ordinary technicians in this field without creative work should fall within the scope of protection of the present application.

[0020] It should be noted that the terms "first", "second", etc. in the specification and claims of the present application and the above-mentioned drawings are used to distinguish similar objects, and are not necessarily used to describe a specific order or sequential order. It should be understood that the data used in this way can be interchanged where appropriate, so that the embodiments of the present application described here. In addition, the terms "including" and "having" and any of their variations are intended to cover non-exclusive inclusions, for example, a process, method, system, product or device comprising a series of steps or units is not necessarily limited to those steps or units clearly listed, but may include other steps or units that are not clearly listed or inherent to these processes, methods, products or devices.

[0021] The present invention is described below in conjunction with preferred implementation steps. Figure 1 is a flowchart of an online customer service remote interaction method provided in accordance with an embodiment of the present application. Figure 1 As shown, the method comprises the following steps:

[0022] Step S102, responding to an online customer service request initiated by a client and performing voice interaction with the client;

[0023] Step S104, in response to the same-screen assistance request initiated by the client, obtaining the current transaction interface of the client and the transaction code corresponding to the current transaction interface, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information;

[0024] Step S106, determining the current interaction mode with the client according to the transaction code, wherein the current interaction mode includes: starting screen recording of the client while performing the voice interaction, or stopping screen recording of the client while performing the voice interaction.

[0025] It can be understood that the execution subject of the above steps S102 to S106 is the online customer service end; the above client end may be but is not limited to corresponding to the mobile terminal device held by the target user.

[0026] Optionally, the transaction code is used to indicate whether the current transaction interface carries sensitive information. The sensitive information may include but is not limited to: the target user's account information, identity information, account password information, transaction details, etc.

[0027] Optionally, in the online customer service remote interaction method provided in the embodiment of the present application, whether the current transaction interface carries sensitive information is determined by pre-setting the transaction code corresponding to the current transaction interface, and the screen recording is terminated when sensitive information is detected in the transaction interface, thereby effectively protecting user privacy. That is, by adopting a customer service interaction method combining audio and video, the online customer service can guide the customer by voice by watching the current operation video of the client, and stop the screen recording of the client when sensitive information is detected in the interface, thereby effectively protecting user privacy while improving the efficiency of online customer service remote interaction.

[0028] It should be noted that the online customer service remote interaction method provided in the embodiment of the present application can be understood as a voice on-screen assistance method that focuses on user privacy protection. It can provide users with convenient and efficient online customer service, improve the quality of customer service, effectively solve the problems encountered by customers in handling business online, and protect the privacy and security of users while providing convenient services.

[0029] The online customer service remote interaction method provided in the embodiment of the present application performs voice interaction with the client by responding to the online customer service request initiated by the client; responding to the same-screen assistance request initiated by the client, obtaining the current transaction interface of the client and the transaction code corresponding to the current transaction interface, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information; determining the current interaction mode with the client according to the transaction code, wherein the current interaction mode includes: starting the screen recording of the client while performing the voice interaction, or stopping the screen recording of the client while performing the voice interaction, thereby achieving the purpose of ensuring the privacy security of the client user while adopting the customer service interaction mode combining audio and video, and solving the problems of low communication efficiency, inability to effectively understand customer needs and high risk of privacy leakage in the online customer service remote interaction method in the related art. Thus, the effect of improving the communication efficiency of online customer service and effectively protecting the privacy security of users is achieved.

[0030] In an optional embodiment, determining the current interaction mode with the client according to the transaction code includes:

[0031] Determine whether the current transaction interface carries the above sensitive information according to the above transaction code, and obtain a determination result;

[0032] If the above judgment result indicates that the above sensitive information is not carried in the above current transaction interface, then determining the above current interaction mode is: starting the screen recording of the above client while performing the above voice interaction;

[0033] If the above judgment result indicates that the above sensitive information is carried in the above current transaction interface, then the above current interaction mode is determined as: stopping the screen recording of the above client while performing the above voice interaction.

[0034] Optionally, the transaction code is used to indicate which step the current transaction is in, and based on this, it is determined whether the current transaction interface corresponding to the step carries sensitive information, that is, whether it involves the entry or display of sensitive information. If the current transaction interface does not carry sensitive information, it is determined that the target online customer service starts the screen recording of the client while interacting with the client by voice; if the current transaction interface carries sensitive information, it is determined to temporarily record the screen of the client, and the target online customer service only interacts with the client by voice, thereby improving the service efficiency and service quality of the online customer service while ensuring user privacy.

[0035] Optionally, after receiving a jump operation to the current transaction interface triggered by the user, the transaction code corresponding to the interface to be jumped to is automatically obtained, and whether there is sensitive information in the jump interface is determined based on the transaction code. If the transaction code indicates that there is sensitive information in the jump interface, the screen recording of the interface is paused, and only voice interaction is performed; otherwise, the screen recording of the interface continues, and voice interaction is performed with the client at the same time, that is, the target online customer service can provide real-time voice guidance to the user by viewing the current transaction interface of the user client, thereby effectively improving the online customer service interaction efficiency and the online customer service quality.

[0036] In an optional embodiment, after determining that the current interaction mode is: starting screen recording of the client while performing the voice interaction, the method further includes:

[0037] Get the current running mode of the above client;

[0038] If the current running mode is background running mode, the screen recording of the client is stopped.

[0039] Optionally, when it is detected that the current running mode of the client is background running mode, the screen recording of the client is paused, that is, any display interface except that corresponding to the application program in the target user terminal device is not obtained, thereby further effectively protecting user privacy.

[0040] Optionally, if the above client is restored from the background operation mode to the foreground operation mode, the screen recording is restarted.

[0041] In an optional embodiment, after determining that the current interaction mode is: starting screen recording of the client while performing the voice interaction, the method further includes:

[0042] Responding to the request for ending the same-screen assistance initiated by the client;

[0043] Stop screen recording for the above client.

[0044] Optionally, after receiving a request to end same-screen assistance initiated by the client, the screen recording of the above-mentioned client is stopped, and only voice interaction is used for real-time interaction with the client.

[0045] In an optional embodiment, the above method further includes:

[0046] Get the current operation of the above client;

[0047] Determine whether the current operation of the client is a sensitive information entry operation;

[0048] If the above current operation is the above sensitive information entry operation, the sensitive information currently being entered by the above client is displayed in encrypted form.

[0049] Optionally, when it is detected that the client's current operation is an operation to enter sensitive information, the sensitive information currently being entered by the client is displayed in encrypted form, effectively protecting the privacy and security of the user.

[0050] As an optional embodiment, Figure 2 is a flow chart of an optional online customer service remote interaction method according to an embodiment of the present invention. Figure 2 As shown, the method comprises the following steps:

[0051] Step S202, initiating an online customer service request to an online customer service terminal, and performing voice interaction with the online customer service terminal;

[0052] Step S204, initiating a same-screen assistance request to the online customer service, and sending the current transaction interface and the transaction code corresponding to the current transaction interface to the online customer service, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information;

[0053] Step S206, receiving the current interaction mode with the online customer service terminal, wherein the current interaction mode includes: starting screen recording while performing the voice interaction, or stopping screen recording while performing the voice interaction.

[0054] It can be understood that the execution subject of the above steps S202 to S206 is the client; the above client can be but is not limited to corresponding to the mobile terminal device held by the target user.

[0055] The online customer service remote interaction method provided in the embodiment of the present application is to initiate an online customer service request to the online customer service end, and conduct voice interaction with the above-mentioned online customer service end; initiate a same-screen assistance request to the above-mentioned online customer service end, and send the current transaction interface and the transaction code corresponding to the above-mentioned current transaction interface to the above-mentioned online customer service end, wherein the above-mentioned transaction code is used to indicate whether the above-mentioned current transaction interface carries sensitive information; receive the current interaction mode with the above-mentioned online customer service end, wherein the above-mentioned current interaction mode includes: starting screen recording while conducting the above-mentioned voice interaction, or stopping screen recording while conducting the above-mentioned voice interaction, thereby achieving the purpose of ensuring the privacy security of client users while adopting a customer service interaction mode combining audio and video, and solving the problems of low communication efficiency, inability to effectively understand customer needs, and high risk of privacy leakage in the online customer service remote interaction method in the related technology. Thus, the effect of improving the communication efficiency of online customer service and effectively protecting the privacy security of users is achieved.

[0056] As an optional embodiment, Figure 3 is a flowchart of another optional online customer service remote interaction method according to an embodiment of the present invention. Figure 3 As shown, the method comprises the following steps:

[0057] Step S302: the client initiates an online customer service request to the online customer service terminal, and the target online customer service in the online customer service terminal performs voice interaction with the client;

[0058] Step S304, the client initiates a same-screen assistance request to the online customer service, and sends the current transaction interface and the transaction code corresponding to the current transaction interface to the online customer service, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information;

[0059] Step S306, the online customer service determines the current interaction mode between the target online customer service and the client according to the transaction code, wherein the current interaction mode includes: starting screen recording of the client while performing the voice interaction, or stopping screen recording of the client while performing the voice interaction.

[0060] It can be understood that the execution subject of the above steps S302 to S306 is an online customer service system composed of an online customer service terminal and a client; the above client can be but is not limited to a mobile terminal device held by the target user.

[0061] The online customer service remote interaction method provided in the embodiment of the present application initiates an online customer service request to the online customer service terminal through the client, and the target online customer service in the online customer service terminal interacts with the client through voice; the client initiates a same-screen assistance request to the online customer service terminal, and sends the current transaction interface and the transaction code corresponding to the current transaction interface to the online customer service terminal, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information; the online customer service terminal determines the current interaction mode between the target online customer service and the client according to the transaction code, wherein the current interaction mode includes: starting the screen recording of the client while performing the voice interaction, or stopping the screen recording of the client while performing the voice interaction, thereby achieving the purpose of ensuring the privacy security of the client user while adopting the customer service interaction mode combining audio and video, and solving the problems of low communication efficiency, inability to effectively understand customer needs and high risk of privacy leakage in the online customer service remote interaction method in the related technology. Thus, the effect of improving the communication efficiency of online customer service and effectively protecting the privacy security of users is achieved.

[0062] Based on the above embodiments and optional embodiments, the present invention proposes an optional implementation method, which can be applied to a target application (such as a mobile banking application) and an online customer service terminal (such as a remote customer service center). The target application includes an online customer service module, an audio and video module, a transaction identification module, and a security keyboard. Among them, the above-mentioned online customer service module is an online customer service function module in the above-mentioned target application, which is used to provide text, voice, and video communication capabilities. The above-mentioned audio and video module is used to record the user's screen and voice chat, and initiate the same-screen assistance function. The above-mentioned transaction identification module is used to identify which step the user's current transaction is in through the transaction number corresponding to each transaction page, and whether it involves sensitive information entry and display. If it involves user privacy, account details, and sensitive information entry, the screen recording will be suspended. When the user switches the application to the background operation mode, the transaction identification module recognizes that the application exits the foreground operation mode, and the screen recording is suspended. The application switches from the background to the foreground and restarts the screen recording. The above-mentioned security keyboard is a security keyboard component customized for mobile banking. When the mobile phone is in the screen recording state, the security keyboard area is prohibited from recording, and the input characters are echoed in an encrypted manner (such as "*"). The above-mentioned remote customer service center is used for online customer service to log in to the system using mobile terminal devices or PC computers to provide users with online audio and video services.

[0063] Based on the above embodiments and optional embodiments, the present invention proposes an optional implementation method, which specifically includes: the user logs in to the mobile banking application through a terminal device, enters the customer service center in the application, and initiates an online customer service request for voice chat; the remote customer service center assigns the user to an online customer service, connects to the online voice, and realizes voice interaction; the user applies for same-screen assistance and starts screen recording; the user casts the screen in real time and chats with the customer service staff in voice during the mobile banking application; the online customer service guides the user to complete the transaction; the user initiates interruption of same-screen assistance and stops screen recording; the user hangs up the voice chat. During the process of the user initiating same-screen assistance, the user clicks a button on the page to jump to the next transaction page, and the automatic transaction identification module identifies whether the current transaction is a sensitive transaction based on the transaction page code. If it involves user privacy, account details, and sensitive information entry, the screen recording will be suspended. When the user switches the application to the background, the transaction identification module recognizes that the application has exited the foreground, and the screen recording is suspended. When the application switches from the background to the foreground, the screen recording is restarted.

[0064] It should be noted that the online customer service remote interaction method provided in the embodiment of the present application can be understood as a voice on-screen assistance method that focuses on user privacy protection. It can provide users with convenient and efficient online customer service, improve the quality of customer service, effectively solve the problems encountered by users in handling business online, and protect the privacy and security of users while providing convenient services.

[0065] It is worth noting that with the development of technology, the way users access the customer service system is not limited to mobile phone screen recording, camera shooting, and microphone sound pickup. Subsequent AR and VR devices can also be used as tools for users to enter information. The scenario of interaction between users and customer service personnel may be face-to-face communication between their respective virtual images in virtual reality.

[0066] It should be noted that the steps shown in the flowcharts of the accompanying drawings can be executed in a computer system such as a set of computer executable instructions, and that, although a logical order is shown in the flowcharts, in some cases, the steps shown or described can be executed in an order different from that shown here.

[0067] The embodiment of the present application also provides an online customer service remote interaction device. It should be noted that the online customer service remote interaction device of the embodiment of the present application can be used to execute the online customer service remote interaction method provided in the embodiment of the present application. The online customer service remote interaction device provided in the embodiment of the present application is introduced below.

[0068] Figure 4 Schematic diagram of an online customer service remote interaction device according to an embodiment of the present application. Figure 4As shown, the device includes: a first remote interaction module 400, a first acquisition module 402, and a first determination module 404, wherein:

[0069] The first remote interaction module 400 is used to respond to an online customer service request initiated by a client and perform voice interaction with the client;

[0070] The first acquisition module 402 is used to respond to the same-screen assistance request initiated by the client, and acquire the current transaction interface of the client, and the transaction code corresponding to the current transaction interface, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information;

[0071] The first determination module 404 is used to determine the current interaction mode with the client according to the transaction code, wherein the current interaction mode includes: starting screen recording of the client while performing the voice interaction, or stopping screen recording of the client while performing the voice interaction.

[0072] In the online customer service remote interaction device provided in the embodiment of the present application, the first remote interaction module 400 is set to respond to the online customer service request initiated by the client and perform voice interaction with the client; the first acquisition module 402 is used to respond to the same-screen assistance request initiated by the client and obtain the current transaction interface of the client and the transaction code corresponding to the current transaction interface, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information; the first determination module 404 is used to determine the current interaction mode with the client according to the transaction code, wherein the current interaction mode includes: starting the screen recording of the client while performing the voice interaction, or stopping the screen recording of the client while performing the voice interaction, so as to achieve the purpose of ensuring the privacy security of the client user while adopting the customer service interaction mode combined with audio and video, and solve the problems of low communication efficiency, inability to effectively understand customer needs and high risk of privacy leakage in the online customer service remote interaction method in the related art. Thus, the effect of improving the communication efficiency of online customer service and effectively protecting the privacy security of users is achieved.

[0073] The embodiment of the present application also provides an optional online customer service remote interaction device. The device includes: a second remote interaction module, which is used to initiate an online customer service request to the online customer service end and perform voice interaction with the online customer service end; a first sending module, which is used to initiate a same-screen assistance request to the online customer service end, and send the current transaction interface and the transaction code corresponding to the current transaction interface to the online customer service end, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information; a second determination module, which is used to receive the current interaction mode with the online customer service end, wherein the current interaction mode includes: starting screen recording while performing the voice interaction, or stopping screen recording while performing the voice interaction.

[0074] The embodiment of the present application also provides another optional online customer service remote interaction device. The device includes: a third remote interaction module, which is used for the client to initiate an online customer service request to the online customer service terminal, and the target online customer service in the above online customer service terminal performs voice interaction with the above client; a second sending module, which is used for the above client to initiate a same-screen assistance request to the above online customer service terminal, and send the current transaction interface and the transaction code corresponding to the above current transaction interface to the above online customer service terminal, wherein the above transaction code is used to indicate whether the above current transaction interface carries sensitive information; a third determination module, which is used for the above online customer service terminal to determine the current interaction mode between the above target online customer service and the above client according to the above transaction code, wherein the above current interaction mode includes: starting the screen recording of the above client while performing the above voice interaction, or stopping the screen recording of the above client while performing the above voice interaction.

[0075] It should be noted that the above modules can be implemented by software or hardware. For example, for the latter, it can be implemented in the following ways: the above modules can be located in the same processor; or the above modules can be located in different processors in any combination.

[0076] It should be noted that the first remote interaction module 400, the first acquisition module 402, and the first determination module 404 correspond to steps S102 to S106 in the embodiment, and the examples and application scenarios implemented by the modules and the corresponding steps are the same, but are not limited to the contents disclosed in the above embodiments. It should be noted that the modules as part of the device can be run in a computer terminal.

[0077] It should be noted that the optional or preferred implementation of this embodiment can refer to the relevant description in the embodiment, which will not be repeated here.

[0078] The above-mentioned online customer service remote interaction device includes a processor and a memory. The above-mentioned units are stored in the memory as program units, and the processor executes the above-mentioned program units stored in the memory to realize corresponding functions.

[0079] The processor includes a kernel, which retrieves the corresponding program unit from the memory. The kernel can be set to one or more, and the kernel parameters can be adjusted to achieve the purpose of the present invention.

[0080] The memory may include non-permanent memory in a computer-readable medium, random access memory (RAM) and / or non-volatile memory, such as read-only memory (ROM) or flash RAM, and the memory includes at least one memory chip.

[0081] An embodiment of the present invention provides a computer-readable storage medium on which a program is stored. When the program is executed by a processor, the above-mentioned online customer service remote interaction method is implemented.

[0082] An embodiment of the present invention provides a processor, and the processor is used to run a program, wherein the online customer service remote interaction method is executed when the program is running.

[0083] like Figure 5 As shown, an embodiment of the present invention provides an electronic device, the electronic device 10 includes a processor, a memory, and a program stored in the memory and executable on the processor, and the processor implements the following steps when executing the program: responding to an online customer service request initiated by a client, and performing voice interaction with the client; responding to a same-screen assistance request initiated by the client, and obtaining the current transaction interface of the client, and the transaction code corresponding to the current transaction interface, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information; determining the current interaction mode with the client according to the transaction code, wherein the current interaction mode includes: starting the screen recording of the client while performing the voice interaction, or stopping the screen recording of the client while performing the voice interaction. The device in this article can be a server, PC, PAD, mobile phone, etc.

[0084] The present application also provides a computer program product, which, when executed on a data processing device, is suitable for executing a program that is initialized with the following method steps: responding to an online customer service request initiated by a client, and performing voice interaction with the above-mentioned client; responding to a same-screen assistance request initiated by the above-mentioned client, obtaining the current transaction interface of the above-mentioned client, and the transaction code corresponding to the above-mentioned current transaction interface, wherein the above-mentioned transaction code is used to indicate whether the above-mentioned current transaction interface carries sensitive information; determining the current interaction mode with the above-mentioned client according to the above-mentioned transaction code, wherein the above-mentioned current interaction mode includes: starting the screen recording of the above-mentioned client while performing the above-mentioned voice interaction, or stopping the screen recording of the above-mentioned client while performing the above-mentioned voice interaction.

[0085] Optionally, the computer program product is also suitable for executing a program initialized with the following method steps: judging whether the current transaction interface carries the sensitive information according to the transaction code, and obtaining a judgment result; if the judgment result indicates that the current transaction interface does not carry the sensitive information, determining the current interaction mode as follows: starting screen recording of the client while performing the voice interaction; if the judgment result indicates that the current transaction interface carries the sensitive information, determining the current interaction mode as follows: stopping screen recording of the client while performing the voice interaction.

[0086] Optionally, the computer program product is also suitable for executing a program that initializes the following method steps: obtaining the current operating mode of the client; if the current operating mode is a background operating mode, stopping the screen recording of the client.

[0087] Optionally, the computer program product is also suitable for executing a program that initializes the following method steps: responding to a request to end same-screen assistance initiated by the client; and stopping screen recording of the client.

[0088] Optionally, the above-mentioned computer program product is also suitable for executing an initialization program having the following method steps: obtaining the current operation of the above-mentioned client; determining whether the current operation of the above-mentioned client is a sensitive information entry operation; if the above-mentioned current operation is the above-mentioned sensitive information entry operation, then displaying the sensitive information currently being entered by the above-mentioned client in encrypted form.

[0089] Optionally, the computer program product is also suitable for executing a program that initializes the following method steps: initiating an online customer service request to the online customer service terminal and performing voice interaction with the online customer service terminal; initiating a same-screen assistance request to the online customer service terminal, and sending the current transaction interface and the transaction code corresponding to the current transaction interface to the online customer service terminal, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information; receiving the current interaction mode with the online customer service terminal, wherein the current interaction mode includes: starting screen recording while performing the voice interaction, or stopping screen recording while performing the voice interaction.

[0090] Optionally, the computer program product is also suitable for executing a program initialized with the following method steps: the client initiates an online customer service request to the online customer service terminal, and the target online customer service in the online customer service terminal performs voice interaction with the client; the client initiates a same-screen assistance request to the online customer service terminal, and sends the current transaction interface and the transaction code corresponding to the current transaction interface to the online customer service terminal, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information; the online customer service terminal determines the current interaction mode between the target online customer service and the client based on the transaction code, wherein the current interaction mode includes: starting screen recording of the client while performing the voice interaction, or stopping screen recording of the client while performing the voice interaction.

[0091] Those skilled in the art will appreciate that the embodiments of the present application may be provided as methods, systems, or computer program products. Therefore, the present application may adopt the form of a complete hardware embodiment, a complete software embodiment, or an embodiment in combination with software and hardware. Moreover, the present application may adopt the form of a computer program product implemented in one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) that include computer-usable program code.

[0092] The present application is described with reference to the flowcharts and / or block diagrams of the methods, devices (systems), and computer program products according to the embodiments of the present application. It should be understood that each process and / or box in the flowchart and / or block diagram, as well as the combination of the processes and / or boxes in the flowchart and / or block diagram, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing device to generate a machine, so that the instructions executed by the processor of the computer or other programmable data processing device generate instructions for implementing the processes in the flowchart and / or block diagram. Figure 1 A process or multiple processes and / or boxes Figure 1 A device that provides the functions specified in a block or multiple blocks.

[0093] These computer program instructions may also be stored in a computer-readable memory capable of directing a computer or other programmable data processing device to operate in a specific manner, so that the instructions stored in the computer-readable memory produce an article of manufacture comprising an instruction device, which implements the process Figure 1 A process or multiple processes and / or boxes Figure 1 A function specified in one or more boxes.

[0094] These computer program instructions can also be loaded onto a computer or other programmable data processing device so that a series of operating steps are executed on the computer or other programmable device to produce a computer-implemented process, thereby providing instructions for implementing the process. Figure 1 A process or multiple processes and / or boxes Figure 1 A step that specifies a function in one or more boxes.

[0095] In a typical configuration, a computing device includes one or more processors (CPU), input / output interfaces, network interfaces, and memory.

[0096] The memory may include non-permanent memory in a computer-readable medium, random access memory (RAM) and / or non-volatile memory in the form of read-only memory (ROM) or flash RAM. The memory is an example of a computer-readable medium.

[0097] Computer readable media include permanent and non-permanent, removable and non-removable media that can be implemented by any method or technology to store information. Information can be computer readable instructions, data structures, program modules or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory technology, compact disk read-only memory (CD-ROM), digital versatile disk (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices or any other non-transmission media that can be used to store information that can be accessed by a computing device. As defined herein, computer readable media does not include temporary computer readable media (transitory media), such as modulated data signals and carrier waves.

[0098] It should also be noted that the terms "include", "comprises" or any other variations thereof are intended to cover non-exclusive inclusion, so that a process, method, commodity or device including a series of elements includes not only those elements, but also other elements not explicitly listed, or also includes elements inherent to such process, method, commodity or device. In the absence of more restrictions, the elements defined by the sentence "comprises a ..." do not exclude the existence of other identical elements in the process, method, commodity or device including the elements.

[0099] Those skilled in the art will appreciate that the embodiments of the present application may be provided as methods, systems or computer program products. Therefore, the present application may adopt the form of a complete hardware embodiment, a complete software embodiment or an embodiment in combination with software and hardware. Moreover, the present application may adopt the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) that contain computer-usable program code.

[0100] The above are only embodiments of the present application and are not intended to limit the present application. For those skilled in the art, the present application may have various changes and variations. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present application should be included within the scope of the claims of the present application.

Claims

1. A remote interaction method for online customer service, characterized in that: include: Responding to online customer service requests initiated by the client and performing voice interaction with the client; In response to a same-screen assistance request initiated by the client, obtaining a current transaction interface of the client and a transaction code corresponding to the current transaction interface, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information; Determining a current interaction mode with the client according to the transaction code, wherein the current interaction mode includes: starting screen recording of the client while performing the voice interaction, or stopping screen recording of the client while performing the voice interaction; The determining of the current interaction mode with the client according to the transaction code includes: judging whether the current transaction interface carries the sensitive information according to the transaction code, and obtaining a judgment result; if the judgment result indicates that the current transaction interface does not carry the sensitive information, determining the current interaction mode as: starting screen recording of the client while performing the voice interaction; if the judgment result indicates that the current transaction interface carries the sensitive information, determining the current interaction mode as: stopping screen recording of the client while performing the voice interaction; After determining that the current interaction mode is: starting screen recording of the client while performing the voice interaction, the method further includes: obtaining the current operation mode of the client; if the current operation mode is a background operation mode, stopping screen recording of the client; Among them, after receiving the jump operation triggered by the client for the current transaction interface, the transaction code is automatically obtained.

2. The method according to claim 1, characterized in that After determining that the current interaction mode is: starting screen recording of the client while performing the voice interaction, the method further includes: Responding to a request for ending the same-screen assistance initiated by the client; Stops screen recording of the client.

3. The method according to claim 1 or 2, characterized in that: The method further comprises: Get the current operation of the client; Determining whether the current operation of the client is a sensitive information entry operation; If the current operation is the sensitive information entry operation, the sensitive information currently being entered by the client is displayed in encrypted form.

4. A remote interaction method for online customer service, characterized in that: include: Initiate an online customer service request to the online customer service terminal and conduct voice interaction with the online customer service terminal; Initiate a same-screen assistance request to the online customer service end, and send the current transaction interface and the transaction code corresponding to the current transaction interface to the online customer service end, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information; Receiving a current interaction mode with the online customer service end, wherein the current interaction mode includes: starting screen recording while performing the voice interaction, or stopping screen recording while performing the voice interaction; The current interaction mode is that the online customer service terminal determines whether the current transaction interface carries the sensitive information according to the transaction code, and obtains a judgment result; if the judgment result indicates that the current transaction interface does not carry the sensitive information, the current interaction mode is determined to be: starting screen recording while performing the voice interaction; if the judgment result indicates that the current transaction interface carries the sensitive information, the current interaction mode is determined to be: stopping screen recording while performing the voice interaction; After determining that the current interaction mode is: starting screen recording while performing the voice interaction, the method further includes: sending the current operation mode to the online customer service end; if the online customer service end determines that the current operation mode is a background operation mode, stopping screen recording; Wherein, the method also includes: a jump operation for the current transaction interface triggered by the client, which is used for the online customer service end to automatically obtain the transaction code after receiving the jump operation for the current transaction interface.

5. A remote interaction method for online customer service, characterized in that: include: The client initiates an online customer service request to the online customer service terminal, and the target online customer service in the online customer service terminal performs voice interaction with the client; The client initiates a same-screen assistance request to the online customer service end, and sends the current transaction interface and the transaction code corresponding to the current transaction interface to the online customer service end, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information; The online customer service determines the current interaction mode between the target online customer service and the client according to the transaction code, wherein the current interaction mode includes: starting screen recording of the client while performing the voice interaction, or stopping screen recording of the client while performing the voice interaction; Wherein, the online customer service determines the current interaction mode between the target online customer service and the client according to the transaction code, including: the online customer service determines whether the current transaction interface carries the sensitive information according to the transaction code, and obtains a judgment result; if the judgment result indicates that the current transaction interface does not carry the sensitive information, the current interaction mode is determined to be: starting the screen recording of the client while performing the voice interaction; if the judgment result indicates that the current transaction interface carries the sensitive information, the current interaction mode is determined to be: stopping the screen recording of the client while performing the voice interaction; After determining that the current interaction mode is: starting screen recording of the client while performing the voice interaction, the method further includes: the online customer service end obtaining the current operation mode of the client; if the current operation mode is a background operation mode, stopping screen recording of the client; Wherein, the online customer service end is also used to: automatically obtain the transaction code after receiving the jump operation triggered by the client to the current transaction interface.

6. An online customer service remote interaction device, characterized in that: include: A first remote interaction module, used to respond to an online customer service request initiated by a client and perform voice interaction with the client; A first acquisition module, configured to respond to a same-screen assistance request initiated by the client, acquire a current transaction interface of the client, and a transaction code corresponding to the current transaction interface, wherein the transaction code is used to indicate whether the current transaction interface carries sensitive information; A first determination module is used to determine a current interaction mode with the client according to the transaction code, wherein the current interaction mode includes: starting screen recording of the client while performing the voice interaction, or stopping screen recording of the client while performing the voice interaction; Wherein, the first determination module is further used to: determine whether the current transaction interface carries the sensitive information according to the transaction code, and obtain a determination result; if the determination result indicates that the current transaction interface does not carry the sensitive information, determine the current interaction mode as: start screen recording of the client while performing the voice interaction; if the determination result indicates that the current transaction interface carries the sensitive information, determine the current interaction mode as: stop screen recording of the client while performing the voice interaction; The device is also used for: after determining that the current interaction mode is: starting the screen recording of the client while performing the voice interaction, obtaining the current operation mode of the client; if the current operation mode is a background operation mode, stopping the screen recording of the client; Wherein, the device is also used for: automatically acquiring the transaction code after receiving a jump operation triggered by the client to the current transaction interface.

7. A non-volatile storage medium, characterized in that: The non-volatile storage medium stores a plurality of instructions, and the instructions are suitable for being loaded by a processor and executing the online customer service remote interaction method described in any one of claims 1 to 5.

8. An electronic device, characterized in that: It includes one or more processors and a memory, wherein the memory is used to store one or more programs, wherein when the one or more programs are executed by the one or more processors, the one or more processors implement the online customer service remote interaction method described in any one of claims 1 to 5.

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