Information processing method, device, system, electronic device and readable storage medium

Abstract

The present application provides an information processing method, device, system, electronic device and readable storage medium, the method comprising: receiving a call request from a customer to a delivery person; in response to the call request, obtaining the delivery person information of the delivery person, and determining the type of the delivery person according to the delivery person information; if the type of the delivery person is a target type, sending a first prompt message to the customer's terminal, the first prompt message is used to prompt the customer to send a first voice message; receiving the customer's first voice message, converting the first voice message into a first visual message, and sending the first visual message to the delivery person's terminal in the form of an instant conversation. In an embodiment of the present application, when the delivery person is a special type of user, the conversion of the communication information type is realized to avoid the problem of poor communication between the customer and the delivery person, and to ensure smooth communication between the customer and the delivery person.

Description

Technical Field

[0001] The present application relates to the field of communication technology, and in particular to an information processing method, an information processing device, an electronic device, a readable storage medium, and an information processing system. Background Art

[0002] At present, when deaf-mute riders are fulfilling their contracts, if they receive calls from customers urging them to place orders, they often fail to answer the calls because they cannot hear the ringing tone, causing customers to think that the riders have a bad service attitude.

[0003] Moreover, when the deaf-mute rider sees a missed call, he cannot reply by phone and can only reply by text message. However, in the related art, due to the fulfillment security, the rider gets the virtual number of the customer, so he cannot reply by text message, which makes the rider unable to reply to the customer's reminder, thus reducing the customer's satisfaction. Summary of the invention

[0004] In view of this, the present application provides an information processing method, an information processing device, an electronic device, a readable storage medium and an information processing system, which realize the conversion of communication information type when the delivery personnel is a special type of user, thereby ensuring smooth communication between customers and delivery personnel.

[0005] In a first aspect, an embodiment of the present application provides an information processing method, the method comprising: receiving a call request from a customer to a delivery personnel; in response to the call request, obtaining the delivery personnel information of the delivery personnel, and determining the type of the delivery personnel based on the delivery personnel information; if the type of the delivery personnel is a target type, sending a first prompt message to the customer's terminal, the first prompt message being used to prompt the customer to send a first voice message; receiving the customer's first voice message, converting the first voice message into a first visual message, and sending the first visual message to the delivery personnel's terminal in the form of an instant conversation.

[0006] Optionally, after sending the first visual information to the delivery personnel's terminal in the form of an instant conversation, the method also includes: receiving second visual information sent by the delivery personnel's terminal in the form of an instant conversation, and converting the second visual information into a second voice information; sending a call request to the customer to send the second voice information to the customer's terminal.

[0007] Optionally, after sending the first visual information to the delivery personnel's terminal in the form of an instant conversation, the method further includes: sending a second prompt message to the delivery personnel's terminal, the second prompt message being used to prompt the delivery personnel to send the second visual information.

[0008] Optionally, before receiving a call request from a customer to a delivery person, the method further includes: assigning an exclusive virtual number to a target type of delivery person; the delivery person information includes the exclusive virtual number, obtaining the delivery person information of the delivery person, and determining the type of the delivery person based on the delivery person information, including: parsing the call request, and in response to the target number of the parsed call request being an exclusive virtual number, determining the type of the delivery person to be the target type.

[0009] Optionally, the exclusive virtual number corresponds to the real number of one or more target types of delivery personnel.

[0010] Optionally, the delivery personnel information includes personnel type information, and the delivery personnel information of the delivery personnel is obtained, and the type of the delivery personnel is determined based on the delivery personnel information, including: obtaining the personnel type information filled in by the delivery personnel when registering an account, or obtaining the personnel type information noted by the delivery personnel when accepting the customer's order; determining the type of the delivery personnel based on the personnel type information.

[0011] Optionally, the first prompt information is also used to prompt the delivery personnel to be a target type of personnel.

[0012] Optionally, the visual information includes at least one of the following: text, sign language image; the target type includes at least one of the following: hearing impairment, speech impairment.

[0013] In the second aspect, an embodiment of the present application provides an information processing device, which includes: a receiving module for receiving a call request from a customer to a delivery personnel; an acquisition module for obtaining the delivery personnel information of the delivery personnel in response to the call request, and determining the type of the delivery personnel based on the delivery personnel information; a sending module for sending a first prompt message to the customer's terminal if the type of the delivery personnel is a target type, the first prompt message being used to prompt the customer to send a first voice message; the receiving module is also used to receive the customer's first voice message; a conversion module is used to convert the first voice message into a first visual message; the receiving module is also used to send the first visual message to the delivery personnel's terminal in the form of an instant conversation.

[0014] In a third aspect, an embodiment of the present application provides an electronic device, which includes a processor and a memory, wherein the memory stores programs or instructions that can be run on the processor, and when the programs or instructions are executed by the processor, the steps of the method of the first aspect are implemented.

[0015] In a fourth aspect, an embodiment of the present application provides a readable storage medium, on which a program or instruction is stored, and when the program or instruction is executed by a processor, the steps of the method of the first aspect are implemented.

[0016] In a fifth aspect, an embodiment of the present application provides an information processing system, comprising: a customer's terminal; a delivery personnel's terminal; and an electronic device as in the third aspect.

[0017] In a sixth aspect, an embodiment of the present application provides a chip, the chip including a processor and a communication interface, the communication interface and the processor are coupled, and the processor is used to run programs or instructions to implement the method of the first aspect.

[0018] In a seventh aspect, an embodiment of the present application provides a computer program product, which is stored in a storage medium and is executed by at least one processor to implement the method of the first aspect.

[0019] In an embodiment of the present application, when the delivery personnel is a special type of user, the conversion of the communication information type is implemented to avoid communication problems between the customer and the delivery personnel, ensure smooth communication between the customer and the delivery personnel, provide the delivery personnel with stronger fulfillment capabilities, and improve customer satisfaction.

[0020] The above description is only an overview of the technical solution of the present application. In order to more clearly understand the technical means of the present application, it can be implemented in accordance with the contents of the specification. In order to make the above and other purposes, features and advantages of the present application more obvious and easy to understand, the specific implementation methods of the present application are listed below. BRIEF DESCRIPTION OF THE DRAWINGS

[0021] The drawings described herein are used to provide a further understanding of the present application and constitute a part of the present application. The illustrative embodiments of the present application and their descriptions are used to explain the present application and do not constitute an improper limitation on the present application. In the drawings:

[0022] Figure 1 One of the flow charts of the information processing method provided in the embodiment of the present application is shown;

[0023] Figure 2 The second flowchart of the information processing method provided in the embodiment of the present application is shown;

[0024] Figure 3 The third flowchart of the information processing method provided in the embodiment of the present application is shown;

[0025] Figure 4 A structural block diagram of an information processing device provided by an embodiment of the present application is shown;

[0026] Figure 5 A structural block diagram of an electronic device provided in an embodiment of the present application is shown. DETAILED DESCRIPTION

[0027] The following will be combined with the drawings in the embodiments of the present application to clearly describe the technical solutions in the embodiments of the present application. Obviously, the described embodiments are part of the embodiments of the present application, rather than all the embodiments. All other embodiments obtained by ordinary technicians in this field based on the embodiments in the present application belong to the scope of protection of this application.

[0028] The terms "first", "second", etc. in the specification and claims of this application are used to distinguish similar objects, and are not used to describe a specific order or sequence. It should be understood that the data used in this way can be interchangeable where appropriate, so that the embodiments of the present application can be implemented in an order other than those illustrated or described here, and the objects distinguished by "first", "second", etc. are generally of one type, and the number of objects is not limited. For example, the order object can be one or more. In addition, "and / or" in the specification and claims represents at least one of the connected objects, and the character " / " generally indicates that the objects associated with each other are in an "or" relationship.

[0029] The information processing method, information processing device, electronic device, readable storage medium and information processing system provided by the embodiments of the present application are described in detail below with reference to the accompanying drawings through specific embodiments and their application scenarios.

[0030] In an embodiment of the present application, an information processing method is provided, which can be applied to electronic devices such as servers, such as Figure 1 As shown, the method includes:

[0031] Step 101, receiving a call request from a customer to a delivery person.

[0032] In this step, the customer places an order online to purchase goods, generating an order, which is then received by the delivery staff, who then delivers the goods offline to the customer.

[0033] After the delivery person accepts the order, the customer wants to communicate with the delivery person, for example, to urge the order or to understand the delivery status (how long it will take to arrive, current location, etc.), so the customer initiates a call request to the delivery person on the customer's terminal.

[0034] Step 102, in response to the call request, obtaining the delivery personnel information of the delivery personnel, and determining the type of the delivery personnel according to the delivery personnel information.

[0035] In this step, after receiving the call request, the server obtains the delivery personnel information and determines the type of the delivery personnel based on the delivery personnel information, that is, determines whether the delivery personnel is a target type of person, where the target type of person refers to a person with at least one of the special types such as hearing impairment, speech impairment, etc.

[0036] Step 103: If the type of the delivery person is the target type, a first prompt message is sent to the customer's terminal, where the first prompt message is used to prompt the customer to send a first voice message.

[0037] In this step, if the delivery person is determined to be the target type of person, it means that the delivery person is unable to answer voice calls. In this case, in order to ensure smooth communication, a first prompt message is sent to the customer to prompt the user to send a first voice message.

[0038] For example, when a deaf-mute rider (also known as the delivery staff) is delivering an order, the customer calls the deaf-mute rider. The server recognizes that the order is delivered by the deaf-mute rider, and will announce on the phone: "The rider is not available to answer the call. Please leave a message after the beep."

[0039] Through the above method, the customer is prompted to leave a message, which is convenient for the customer to use and ensures smooth communication. It should be noted that the first prompt information may not include the information that the delivery person is a target type person, that is, the customer is not allowed to know that the delivery person is a target type person, thereby protecting the privacy of the delivery person.

[0040] Step 104, receiving the first voice message of the customer, converting the first voice message into first visual message, and sending the first visual message to the terminal of the delivery person in the form of an instant conversation.

[0041] In this step, the first voice message of the customer is received, and the type of the first voice message is converted to obtain first visual information of a different type from the first voice message. The first visual information includes viewable text or sign language images, which are suitable for providing to delivery personnel of the target type.

[0042] The obtained first visual information is sent to the terminal of the delivery personnel in the form of IM (Instant Messaging) so that the delivery personnel can view the first visual information on their terminal, thereby achieving the purpose of conveying the customer's communication information to the delivery personnel.

[0043] For example, after the above announcement, if the customer leaves a voice message, the voice content of the customer's message is recorded and converted into text. In the IM corresponding to the order on the deaf-mute rider's terminal, a customer message text is generated and displayed. For example, the message text is as follows: "Customer message: Please deliver as soon as possible, thank you."

[0044] In the embodiment of the present application, when the delivery personnel are of a special type of personnel, the conversion of the communication information type is realized to avoid the problem of communication problems between the customer and the delivery personnel, ensure the smooth communication between the customer and the delivery personnel, and provide the delivery personnel with stronger performance capabilities, thereby improving customer satisfaction.

[0045] Specifically, when the delivery personnel is a special type of personnel, by converting the customer's voice information into visual information and providing it to the delivery personnel, it is avoided that the delivery personnel cannot answer the voice, and it is ensured that the delivery personnel can know the content of the customer's communication.

[0046] In the embodiment of the present application, after the first visual information is sent to the delivery personnel's terminal in the form of an instant conversation, Figure 2 As shown, the method also includes:

[0047] Step 201, receiving a second visual message sent by a delivery person's terminal in an instant conversation manner, and converting the second visual message into a second voice message;

[0048] Step 202: Send a call request to the customer to send a second voice message to the customer's terminal.

[0049] In this embodiment, after the delivery person receives the first visual information, he can reply to the customer. Specifically, the server receives the second visual information from the delivery person, and converts the type of the second visual information to obtain the second voice information of a different type from the second visual information, and the second voice information is suitable for providing to the customer to realize the reply to the customer.

[0050] For example, after the deaf-mute rider sees the customer's message text in the terminal, he replies to the customer in IM, for example, "It will be delivered in two minutes, please wait a moment." The server recognizes the text and converts it into voice content, then directly calls the customer in the form of a telephone message and completes the voice broadcast, which says: "The rider replies to the message, it will be delivered in two minutes, please wait a moment."

[0051] Through the above method, the delivery personnel and customers can communicate better, thereby improving the satisfaction of customers and delivery personnel.

[0052] In addition, after sending the second voice message to the customer, a prompt reply message can also be sent to the customer. For example, after the voice broadcast "The rider has replied to the message. It will be delivered in two minutes. Please wait a moment", the voice broadcast "If you need a reply, you can leave a message after the beep" is a prompt reply message, so that the customer can easily reply to the delivery personnel.

[0053] In the embodiment of the present application, after the first visual information is sent to the delivery personnel's terminal in the form of an instant conversation, Figure 3 As shown, the method also includes:

[0054] Step 301: Send a second prompt message to a terminal of a delivery person, where the second prompt message is used to prompt the delivery person to send a second visual message.

[0055] In this embodiment, after the first visual information is sent to the delivery personnel, a second prompt information may also be sent to the delivery personnel. For example, after displaying the message text "Customer message: Please deliver as soon as possible, thank you", a prompt information "Please reply here, the system will inform the customer" is displayed to remind the delivery personnel to reply to the customer's information in time to avoid the customer waiting for a long time.

[0056] In an embodiment of the present application, further, before receiving a call request from a customer to a delivery personnel, the method also includes: assigning an exclusive virtual number to a target type of delivery personnel; the delivery personnel information includes the exclusive virtual number, obtaining the delivery personnel information of the delivery personnel, and determining the type of the delivery personnel based on the delivery personnel information, including: parsing the call request, and in response to the target number of the parsed call request being an exclusive virtual number, determining the type of the delivery personnel to be the target type.

[0057] In this embodiment, the server pre-configures an exclusive virtual number for the delivery personnel of the target type, that is, there is an association between the exclusive virtual number and the delivery personnel of the target type, and the delivery personnel of the target type and the delivery personnel of the non-target type can be distinguished based on the exclusive virtual number. When the customer needs to contact the delivery personnel, the customer can make a call request to the delivery personnel of the target type based on the exclusive virtual number.

[0058] After receiving the call request from the customer, it is determined whether the delivery person is a target type person according to the delivery person information, wherein the delivery person information includes a dedicated virtual number. Specifically, the call request is parsed to obtain the target number corresponding to the call request (that is, the number dialed by the customer). If the target number is a dedicated virtual number, it indicates that the delivery person is a target type person.

[0059] Through the above method, it is possible to accurately identify whether the delivery personnel has hearing impairment or speech impairment, thereby ensuring smooth communication between the customer and the delivery personnel by converting the type of communication information.

[0060] In an embodiment of the present application, further, the exclusive virtual number corresponds to the real number of one or more target types of delivery personnel.

[0061] In this embodiment, there is a corresponding relationship between the exclusive virtual number and the real number of the delivery personnel of the target type. When the customer dials the real number of the delivery personnel of the target type, the exclusive virtual number can be matched. In addition, the server can pre-configure different exclusive virtual numbers for each delivery personnel of each target type, or configure a unified exclusive virtual number for all delivery personnel of the target type, which is not specifically limited in this embodiment of the application.

[0062] It should be noted that the delivery personnel's telephone number displayed on the customer's terminal may be the delivery personnel's exclusive virtual number or the delivery personnel's real number, which is not specifically limited in this embodiment of the present application.

[0063] In an embodiment of the present application, further, the delivery personnel information includes personnel type information, and the delivery personnel information of the delivery personnel is obtained, and the type of the delivery personnel is determined based on the delivery personnel information, including: obtaining the personnel type information filled in by the delivery personnel when registering an account, or obtaining the personnel type information noted by the delivery personnel when accepting the customer's order; determining the type of the delivery personnel based on the personnel type information.

[0064] In this embodiment, after receiving the call request from the customer, it is necessary to determine whether the delivery person is a person of the target type based on the delivery person information, wherein the delivery person information includes person type information (e.g., hearing-impaired person, speech-impaired person), which can be the person type information filled in when the delivery person registers the account, or the person type information noted by the delivery person when accepting the customer's order. The type of the delivery person is determined based on the above-mentioned person type information.

[0065] Through the above method, it is possible to accurately identify whether the delivery personnel has hearing impairment or speech impairment, thereby ensuring smooth communication between the customer and the delivery personnel by converting the type of communication information.

[0066] In the embodiment of the present application, further, the first prompt information is also used to prompt the delivery personnel to be a target type of personnel.

[0067] In this embodiment, the first prompt information may include information that the delivery person is a target type of person. For example, when a deaf-mute rider is delivering an order, the customer calls the deaf-mute rider, and the server recognizes that the order is delivered by the deaf-mute rider, and then tells the customer on the phone: "The person you are currently calling is a deaf-mute rider. In order to fully transmit the information, please leave a message after the beep."

[0068] Through the above method, customers can know the reason why the delivery staff cannot answer the phone, thereby improving customer satisfaction.

[0069] Furthermore, as a specific implementation of the above information processing method, an embodiment of the present application provides an information processing device. Figure 4 As shown, the information processing device, the information processing device 400 includes:

[0070] Receiving module 401, for receiving a call request from a customer to a delivery person;

[0071] The acquisition module 402 is used to obtain the delivery personnel information of the delivery personnel in response to the call request, and determine the type of the delivery personnel according to the delivery personnel information;

[0072] The sending module 403 is used to send a first prompt message to the customer's terminal if the type of the delivery person is the target type, and the first prompt message is used to prompt the customer to send a first voice message;

[0073] The receiving module 401 is also used to receive the first voice message of the customer;

[0074] The conversion module 404 is used to convert the first voice information into the first visual information;

[0075] The sending module 403 is further used to send the first visual information to the terminal of the delivery person in the form of an instant conversation.

[0076] In the embodiment of the present application, when the delivery personnel are of a special type of personnel, the conversion of the communication information type is realized to avoid the problem of communication problems between the customer and the delivery personnel, ensure the smooth communication between the customer and the delivery personnel, and provide the delivery personnel with stronger performance capabilities, thereby improving customer satisfaction.

[0077] Optionally, the receiving module 401 is further used to receive the second visual information sent by the delivery personnel's terminal in the form of an instant conversation; the conversion module 404 is further used to convert the second visual information into a second voice message; the sending module 403 is further used to send a call request to the customer to send the second voice message to the customer's terminal.

[0078] Optionally, the sending module 403 is further used to send a second prompt message to the terminal of the delivery personnel, where the second prompt message is used to prompt the delivery personnel to send a second visual message.

[0079] Optionally, the information processing device 400 also includes: an allocation module, used to allocate an exclusive virtual number to the target type of delivery personnel; the delivery personnel information includes the exclusive virtual number, and the acquisition module 402 is specifically used to parse the call request, and in response to the target number of the parsed call request being the exclusive virtual number, the type of the delivery personnel is determined to be the target type.

[0080] Optionally, the exclusive virtual number corresponds to the real number of one or more target types of delivery personnel.

[0081] Optionally, the delivery personnel information includes personnel type information, and the acquisition module 402 is specifically used to obtain the personnel type information filled in by the delivery personnel when registering an account, or to obtain the personnel type information noted by the delivery personnel when accepting the customer's order, and determine the type of the delivery personnel based on the personnel type information.

[0082] Optionally, the first prompt information is also used to prompt the delivery personnel to be a target type of personnel.

[0083] Optionally, the visual information includes at least one of the following: text, sign language image; the target type includes at least one of the following: hearing impairment, speech impairment.

[0084] The information processing device 400 in the embodiment of the present application can be an electronic device, or a component in an electronic device, such as an integrated circuit or a chip. The electronic device can be a terminal, or other devices other than a terminal. Exemplarily, the electronic device can be a mobile phone, a tablet computer, a laptop computer, a PDA, a vehicle-mounted electronic device, a mobile Internet device (Mobile Internet Device, MID), an augmented reality (Augmented Reality, AR) / virtual reality (Virtual Reality, VR) device, a robot, a wearable device, an ultra-mobile personal computer (Ultra-Mobile Personal Computer, UMPC), a netbook or a personal digital assistant (Personal Digital Assistant, PDA), etc., and can also be a server, a network attached storage (Network Attached Storage, NAS), a personal computer (Personal Computer, PC), a television (Television, TV), a teller machine or a self-service machine, etc., which is not specifically limited in the embodiment of the present application.

[0085] The information processing device 400 in the embodiment of the present application may be a device having an operating system. The operating system may be an Android operating system, an iOS operating system, or other possible operating systems, which are not specifically limited in the embodiment of the present application.

[0086] The information processing device 400 provided in the embodiment of the present application can realize Figures 1 to 3 To avoid repetition, the various processes implemented in the information processing method embodiment are not described here.

[0087] Alternatively, if Figure 5 As shown, an embodiment of the present application also provides an electronic device 500, including a processor 501 and a memory 502, wherein the memory 502 stores programs or instructions that can be executed on the processor 501, and when the program or instructions are executed by the processor 501, the various steps of the above-mentioned information processing method embodiment are implemented, and the same technical effect can be achieved. To avoid repetition, they are not described here.

[0088] It should be noted that the electronic devices in the embodiments of the present application include the above-mentioned mobile electronic devices and non-mobile electronic devices.

[0089] The memory 502 can be used to store software programs and various data. The memory 502 may mainly include a first storage area for storing programs or instructions and a second storage area for storing data, wherein the first storage area may store an operating system, an application program or instructions required for at least one function (such as a sound playback function, an image playback function, etc.), etc. In addition, the memory 502 may include a volatile memory or a non-volatile memory, or the memory 502 may include both volatile and non-volatile memories. Among them, the non-volatile memory may be a read-only memory (ROM), a programmable read-only memory (PROM), an erasable programmable read-only memory (EPROM), an electrically erasable programmable read-only memory (EEPROM), or a flash memory. The volatile memory may be a random access memory (RAM), a static random access memory (SRAM), a dynamic random access memory (DRAM), a synchronous dynamic random access memory (SDRAM), a double data rate synchronous dynamic random access memory (DDRSDRAM), an enhanced synchronous dynamic random access memory (ESDRAM), a synchronous link dynamic random access memory (SLDRAM) and a direct memory bus random access memory (DRRAM). The memory 502 in the embodiment of the present application includes but is not limited to these and any other suitable types of memory.

[0090] The processor 501 may include one or more processing units; optionally, the processor 501 integrates an application processor and a modem processor, wherein the application processor mainly processes operations related to an operating system, a user interface, and application programs, and the modem processor mainly processes wireless communication signals, such as a baseband processor. It is understandable that the modem processor may not be integrated into the processor 501.

[0091] An embodiment of the present application also provides a readable storage medium, on which a program or instruction is stored. When the program or instruction is executed by a processor, the various processes of the above-mentioned information processing method embodiment are implemented and the same technical effect can be achieved. To avoid repetition, it will not be repeated here.

[0092] The embodiment of the present application also provides an information processing system, including: a customer's terminal; a delivery personnel's terminal; and an electronic device. The electronic device can implement each process of the above-mentioned information processing method embodiment and can achieve the same technical effect. To avoid repetition, it will not be repeated here.

[0093] An embodiment of the present application also provides a chip, which includes a processor and a communication interface, the communication interface and the processor are coupled, and the processor is used to run programs or instructions to implement the various processes of the above-mentioned information processing method embodiment, and can achieve the same technical effect. To avoid repetition, it will not be repeated here.

[0094] It should be understood that the chip mentioned in the embodiments of the present application can also be called a system-level chip, a system chip, a chip system or a system-on-chip chip, etc.

[0095] An embodiment of the present application also provides a computer program product, which is stored in a storage medium. The program product is executed by at least one processor to implement the various processes of the above-mentioned information processing method embodiment and can achieve the same technical effect. To avoid repetition, it will not be repeated here.

[0096] It should be noted that, in this article, the terms "comprise", "include" or any other variant thereof are intended to cover non-exclusive inclusion, so that the process, method, article or device including a series of elements includes not only those elements, but also includes other elements not explicitly listed, or also includes elements inherent to such process, method, article or device. In the absence of further restrictions, the elements defined by the sentence "comprise one..." do not exclude the presence of other identical elements in the process, method, article or device including the element. In addition, it should be pointed out that the scope of the methods and devices in the embodiments of the present application is not limited to performing functions in the order shown or discussed, and may also include performing functions in a substantially simultaneous manner or in reverse order according to the functions involved, for example, the described method may be performed in an order different from that described, and various steps may also be added, omitted, or combined. In addition, the features described with reference to certain examples may be combined in other examples.

[0097] The embodiments of the present application are described above in conjunction with the accompanying drawings, but the present application is not limited to the above-mentioned specific implementation methods. The above-mentioned specific implementation methods are merely illustrative and not restrictive. Under the guidance of the present application, ordinary technicians in this field can also make many forms without departing from the purpose of the present application and the scope of protection of the claims, all of which are within the protection of the present application.

Claims

1. An information processing method, characterized in that: include: When the delivery personnel accepts the order and delivers the goods offline to the customer, receiving the call request from the customer to the delivery personnel; wherein the customer places an order online to purchase the goods and generates an order, and the order is accepted by the delivery personnel, who delivers the goods offline to the customer; In response to the call request, acquiring the delivery personnel information of the delivery personnel, and determining the type of the delivery personnel according to the delivery personnel information; If the type of the delivery person is a target type, a first prompt message is sent to the customer's terminal, the first prompt message is used to prompt the customer to send a first voice message, wherein the target type includes at least one of the following: hearing impairment, speech impairment; receiving a first voice message from the customer, converting the first voice message into a first visual message, and sending the first visual message to a terminal of the delivery person in an instant conversation manner; A second prompt message is sent to the terminal of the delivery person, where the second prompt message is used to prompt the delivery person to send a second visual message.

2. The method according to claim 1, characterized in that After sending the first visual information to the terminal of the delivery person in the form of an instant conversation, the method further includes: Receiving second visual information sent by the delivery personnel's terminal in the form of an instant conversation, and converting the second visual information into second voice information; A call request is sent to the customer to send the second voice information to the customer's terminal.

3. The method according to claim 1 or 2, characterized in that: Before receiving the call request from the customer to the delivery person, the method further includes: Allocate a dedicated virtual number to the delivery personnel of the target type; The delivery personnel information includes the exclusive virtual number, and the acquiring of the delivery personnel information of the delivery personnel and determining the type of the delivery personnel according to the delivery personnel information includes: The call request is parsed, and in response to the target number of the parsed call request being a dedicated virtual number, the type of the delivery person is determined to be the target type.

4. The method according to claim 3, characterized in that The exclusive virtual number corresponds to the real number of one or more delivery personnel of the target type.

5. The method according to claim 1 or 2, characterized in that: The delivery personnel information includes personnel type information, and the acquiring of the delivery personnel information of the delivery personnel and determining the type of the delivery personnel according to the delivery personnel information includes: Acquire the personnel type information filled in by the delivery personnel when registering an account, or acquire the personnel type information noted by the delivery personnel when accepting the order of the customer; The type of the delivery personnel is determined according to the personnel type information.

6. The method according to claim 1 or 2, characterized in that: The first prompt information is also used to prompt the delivery person to be a person of the target type.

7. The method according to claim 1 or 2, characterized in that: The visual information includes at least one of the following: text, sign language image.

8. An information processing device, characterized in that: include: A receiving module, for receiving a call request from a customer to the delivery personnel when the delivery personnel accepts an order and delivers the goods offline to the customer; wherein the customer places an order online to purchase the goods and generates an order, and the order is accepted by the delivery personnel, who delivers the goods offline to the customer; an acquisition module, configured to acquire, in response to the call request, the delivery personnel information of the delivery personnel, and determine the type of the delivery personnel according to the delivery personnel information; a sending module, configured to send a first prompt message to the customer's terminal if the type of the delivery person is a target type, wherein the first prompt message is used to prompt the customer to send a first voice message, wherein the target type includes at least one of the following: hearing impairment, speech impairment; The receiving module is further used to receive the first voice information of the customer; A conversion module, used for converting the first voice information into first visual information; The sending module is further used to send the first visual information to the delivery personnel's terminal in an instant conversation manner, and to send second prompt information to the delivery personnel's terminal, wherein the second prompt information is used to prompt the delivery personnel to send second visual information.

9. An electronic device, characterized in that: The method comprises a processor and a memory, wherein the memory stores a program or instruction running on the processor, and when the program or instruction is executed by the processor, the steps of the information processing method according to any one of claims 1 to 7 are implemented.

10. A readable storage medium having a program or instruction stored thereon, characterized in that: When the program or instruction is executed by a processor, the steps of the information processing method according to any one of claims 1 to 7 are implemented.

11. An information processing system, characterized in that: include: Customer's terminal; Terminals for delivery personnel; as well as The electronic device as claimed in claim 9.

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