Session processing method and apparatus, computer device, and storage medium

Abstract

The application relates to an artificial intelligence-based conversation processing method and device, computer equipment, a storage medium and a computer program product. The method comprises the following steps: in the case that a conversation invitation initiated by a conversation initiator is received, a conversation is triggered in response to a pickup event of the conversation invitation, an interaction area for interaction in the conversation is displayed; at least one predicted intention item for the conversation initiator is displayed in the interaction area; in response to a selection event of a target predicted intention item in the at least one predicted intention item, plan information for the target predicted intention item is displayed; and in response to a push triggering event of the plan information, the plan information is pushed to the conversation initiator. The method can improve the conversation processing efficiency.

Description

Technical Field

[0001] This application relates to the field of computer technology, and in particular to a session processing method, apparatus, computer equipment, storage medium, and computer program product. Background Technology

[0002] The terminal has a chat function. When users encounter problems while using the terminal, they usually call the corresponding customer service hotline to resolve these issues through customer service personnel. These personnel are required to provide appropriate service based on the user's needs.

[0003] In traditional technology, customer service personnel need to communicate with users and determine their problems independently. After identifying the user's issue, the customer service personnel need to switch to the central assistance page to describe the user's current problem and request assistance from web-based customer service personnel to provide a solution. However, the customer service personnel communicating with the user cannot independently provide a solution, resulting in multiple customer service personnel needing to participate in resolving user issues, leading to low processing efficiency. Summary of the Invention

[0004] Therefore, it is necessary to provide a session processing method, apparatus, computer device, computer-readable storage medium, and computer program product that can improve efficiency in response to the above-mentioned technical problems.

[0005] On the one hand, this application provides a session processing method. The method includes:

[0006] Upon receiving a session invitation initiated by the session initiator, a session is triggered in response to a connection event for the session invitation, and an interactive area for interaction in the session is displayed.

[0007] Display at least one predicted intent item for the session initiator in the interaction area;

[0008] In response to a selection event of a target predicted intent item in the at least one predicted intent item, plan information for the target predicted intent item is displayed;

[0009] In response to a push-triggered event for the contingency plan information, the contingency plan information is pushed to the session initiator.

[0010] On the other hand, this application also provides a session processing apparatus. The apparatus includes:

[0011] The display module is used to trigger a session in response to a connection event for the session invitation when a session invitation is received from the session initiator, and to display an interactive area for interaction in the session.

[0012] An intent display module is used to display at least one predicted intent item for the session initiator in the interaction area;

[0013] The contingency plan display module is used to display contingency plan information for the target prediction intent item in response to a selection event of the target prediction intent item in the at least one prediction intent item;

[0014] The push module is used to push the plan information to the session initiator in response to a push trigger event for the plan information.

[0015] In one embodiment, the push module is further configured to display at least one push channel option for the contingency plan information; and in response to a push trigger event for a target push channel option among the at least one push channel options, push the contingency plan information to the session initiator through the target push channel indicated by the target push channel option.

[0016] In one embodiment, the push module is further configured to, in response to a switching operation between the at least two push channel options, display a preview of the pre-plan information presented under the currently switched push channel option; and in response to a push trigger event triggered when switching to a target push channel option, push the pre-plan information matching the target push channel to the session initiator through the target push channel indicated by the target push channel option.

[0017] In one embodiment, the intent display module is further configured to display at least one predicted intent item for the session initiator in the interaction area if the intent prediction for the session initiator is successful.

[0018] The device further includes an archiving module; the archiving module is used to display the archiving attributes for the session in the interaction area after the plan information is successfully pushed, and to automatically fill the corresponding attribute content in the content area corresponding to the archiving attributes.

[0019] In one embodiment, the display module is further configured to display archive attributes for the session in the interaction area if the intent prediction for the session initiator fails.

[0020] The archiving module is also used to automatically fill the corresponding attribute content in the content area corresponding to the archiving attribute after the contingency plan information is successfully pushed.

[0021] In one embodiment, the display module is further configured to display a contingency plan query interactive element in the interactive area; and to display multiple candidate contingency plan identifiers in response to a triggering operation on the contingency plan query interactive element.

[0022] The contingency plan display module is also used to display the contingency plan information corresponding to the target contingency plan identifier in response to the selection event of the target contingency plan identifier among the plurality of candidate contingency plan identifiers.

[0023] In one embodiment, the display module is further configured to display a contingency plan information database query area in response to a trigger operation on the contingency plan interactive element; display multiple business categories in the contingency plan information database query area, and display multiple candidate contingency plan identifiers under at least one business category.

[0024] In one embodiment, the plurality of candidate plan identifiers are sorted in descending order according to the push popularity of the corresponding plan information; the push popularity is associated with the historical push records of the corresponding plan information.

[0025] In one embodiment, the device further includes a search module; the search module is configured to display a plan query interactive element in the interactive area; display a search area in response to a triggering operation on the plan query interactive element; and display search content generated by the editing operation and at least one candidate plan identifier for the search content in response to an editing operation in the search area.

[0026] In one embodiment, the search module is further configured to display at least one historical search record in response to a triggering operation of the plan query interaction element; and to display at least one candidate plan identifier for the selected historical search record in response to a selection event of any of the at least one historical search records.

[0027] In one embodiment, the search area includes a category adjustment area and an editing area; the search module is further configured to display multiple business categories in response to a trigger operation on the category adjustment area; display the selected target business category in the category adjustment area in response to a selection event of a target business category among the multiple business categories; and display the search content generated by the editing operation and at least one candidate plan identifier corresponding to the search content under the target business category in response to an editing operation in the editing area.

[0028] In one embodiment, the contingency plan display module is further configured to, in response to a viewing operation of the contingency plan information, display attribute description content for the contingency plan information and contingency plan content for push; the attribute description content includes at least one of intent items, category directories or business categories corresponding to the intent items.

[0029] In one embodiment, the push module is further configured to, in response to a push trigger event for the pre-plan information, display verification indication information for authenticating the session recipient; in response to an authorization operation on the verification indication information, submit the identity information of the session recipient; and, if the verification is successful, push the pre-plan information to the session initiator.

[0030] In one embodiment, the push module is further configured to push the pre-plan information to the session initiator in response to a push trigger event for the pre-plan information during or after the session.

[0031] In one embodiment, the device further includes a transfer module; the transfer module is further configured to display a transfer interaction element in the interaction area; in response to a transfer trigger event of the transfer interaction element, display a transfer area for transferring the session; and in response to transfer information input in the transfer area, transfer the session of the session initiator to the session transfer recipient corresponding to the transfer information.

[0032] In one embodiment, the session processing method is applied to a cloud application, the session receiver corresponding to the session initiator is a session customer service representative, the session is an audio call or a video call, and the predicted intent item is predicted using the session data of the session initiator.

[0033] On the other hand, this application also provides a computer device. The computer device includes a memory and a processor, the memory storing a computer program, and the processor executing the computer program to perform the following steps:

[0034] Upon receiving a session invitation initiated by the session initiator, a session is triggered in response to a connection event for the session invitation, and an interactive area for interaction in the session is displayed.

[0035] Display at least one predicted intent item for the session initiator in the interaction area;

[0036] In response to a selection event of a target predicted intent item in the at least one predicted intent item, plan information for the target predicted intent item is displayed;

[0037] In response to a push-triggered event for the contingency plan information, the contingency plan information is pushed to the session initiator.

[0038] On the other hand, this application also provides a computer-readable storage medium. The computer-readable storage medium stores a computer program thereon, which, when executed by a processor, performs the following steps:

[0039] Upon receiving a session invitation initiated by the session initiator, a session is triggered in response to a connection event for the session invitation, and an interactive area for interaction in the session is displayed.

[0040] Display at least one predicted intent item for the session initiator in the interaction area;

[0041] In response to a selection event of a target predicted intent item in the at least one predicted intent item, plan information for the target predicted intent item is displayed;

[0042] In response to a push-triggered event for the contingency plan information, the contingency plan information is pushed to the session initiator.

[0043] On the other hand, this application also provides a computer program product. The computer program product includes a computer program that, when executed by a processor, performs the following steps:

[0044] Upon receiving a session invitation initiated by the session initiator, a session is triggered in response to a connection event for the session invitation, and an interactive area for interaction in the session is displayed.

[0045] Display at least one predicted intent item for the session initiator in the interaction area;

[0046] In response to a selection event of a target predicted intent item in the at least one predicted intent item, plan information for the target predicted intent item is displayed;

[0047] In response to a push-triggered event for the contingency plan information, the contingency plan information is pushed to the session initiator.

[0048] The aforementioned session processing method, apparatus, computer device, storage medium, and computer program product, upon receiving a session invitation initiated by a session initiator, trigger a session in response to a connection event for the session invitation to initiate a session with the session initiator. An interactive area for interaction within the session is displayed, showing at least one predicted intent item for the session initiator. This allows the session receiver to predict the session initiator's call intent before the session is connected, or to predict the call intent in real-time during the session, and display it intuitively as a predicted intent item, enabling the session receiver to quickly understand the user's call intent. The displayed predicted intent items are viewable and operable by the session receiver. In response to a selection event of a target predicted intent item among the at least one predicted intent items, contingency plan information for the target predicted intent item is displayed, recommending processing solutions corresponding to the user's call intent to the session receiver, eliminating the need for the session receiver to search for processing solutions and saving search time. In response to a push trigger event for contingency plan information, contingency plan information can be quickly pushed to the session initiator, effectively improving the response efficiency to user calls. Furthermore, the receiver can independently predict the user's call intent and obtain and push contingency plan information, completing the closed-loop processing of the user's conversation without needing assistance from others, which can effectively improve the efficiency of conversation processing. Attached Figure Description

[0049] Figure 1 This is an application environment diagram of a session processing method in one embodiment;

[0050] Figure 2 This is a flowchart illustrating a session processing method in one embodiment;

[0051] Figure 3 This is a schematic diagram of the interface in which the session initiator initiates a session invitation in one embodiment;

[0052] Figure 4 This is a schematic diagram of an interface displaying predicted intent items in an interactive area, as shown in one embodiment.

[0053] Figure 5 This is a schematic diagram of the interface displaying the plan information in one embodiment;

[0054] Figure 6A This is a schematic diagram of the pre-plan content received at the initiating terminal in one embodiment;

[0055] Figure 6B This is a schematic diagram of the interface displaying the archive attributes and content area of ​​a session in one embodiment;

[0056] Figure 7A This is a schematic diagram of the interface of the pre-plan information database query area in one embodiment;

[0057] Figure 7B This is a schematic diagram of the search area interface in one embodiment;

[0058] Figure 8A This is a schematic diagram of the interface for historical search records in one embodiment;

[0059] Figure 8B This is a schematic diagram of the interface between the category adjustment area and the editing area in one embodiment;

[0060] Figure 8C This is a schematic diagram of the preview interface in one embodiment;

[0061] Figure 9 This is a schematic diagram of the overall flow of a session processing method in one embodiment;

[0062] Figure 10 This is a flowchart illustrating the seat assignment steps in one embodiment;

[0063] Figure 11 This is a schematic diagram of the processing flow of the diagnostic model in one embodiment;

[0064] Figure 12 This is a flowchart illustrating a scheme recommendation based on popularity value in one embodiment;

[0065] Figure 13 This is a schematic diagram of the process of popularity value recommendation and personalized search in one embodiment;

[0066] Figure 14 This is a schematic diagram of the customer service authentication process in one embodiment;

[0067] Figure 15 This is a schematic diagram of the customer service archiving process in one embodiment;

[0068] Figure 16 This is a structural block diagram of a session processing device in one embodiment;

[0069] Figure 17 This is an internal structural diagram of a computer device in one embodiment. Detailed Implementation

[0070] To make the objectives, technical solutions, and advantages of this application clearer, the following detailed description is provided in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative and not intended to limit the scope of this application.

[0071] The embodiments of this application can be applied to various scenarios, including but not limited to cloud technology, artificial intelligence, smart transportation, assisted driving, and data mining. For example, it can be applied to the field of Artificial Intelligence (AI), where AI utilizes digital computers or machines controlled by digital computers to simulate, extend, and expand human intelligence, perceive the environment, acquire knowledge, and use that knowledge to obtain optimal results—theories, methods, technologies, and application systems. In other words, AI is a comprehensive technology within computer science that attempts to understand the essence of intelligence and produce a new type of intelligent machine capable of reacting in a manner similar to human intelligence. AI studies the design principles and implementation methods of various intelligent machines, enabling them to possess perception, reasoning, and decision-making capabilities. The solutions provided in this application relate to anomaly event detection methods in artificial intelligence, which are specifically illustrated through the following embodiments.

[0072] The session processing method provided in this application embodiment can be applied to, for example, Figure 1 In the application environment shown, the receiving terminal 104 communicates with the server 106 via a network. A data storage system can store the data that the server 106 needs to process. The data storage system can be integrated onto the server 106, or it can be located in the cloud or on another server. The session initiator sends a session invitation to the receiving terminal 104 via the initiating terminal 102. Upon receiving the session invitation from the initiating terminal 102, the receiving terminal 104 predicts the session intent of the session initiator through the server 106, obtaining at least one predicted intent item. In response to a session invitation connection event, the receiving terminal 104 triggers a session and displays an interaction area for interaction within the session. The receiving terminal 104 displays at least one predicted intent item for the session initiator in the interaction area. In response to a selection event of a target predicted intent item among the at least one predicted intent item, the receiving terminal 104 displays pre-planned information for the target predicted intent item. In response to a pre-planned information push trigger event, the receiving terminal 104 pushes the pre-planned information to the initiating terminal 102 where the session initiator is located.

[0073] The initiating terminal 102 and the receiving terminal 104 can be, but are not limited to, various desktop computers, laptops, smartphones, tablets, IoT devices, and portable wearable devices. IoT devices can include smart speakers, smart TVs, smart air conditioners, smart in-vehicle devices, etc. Portable wearable devices can include smartwatches, smart bracelets, head-mounted devices, etc. The server 106 can be implemented using a standalone server, a server cluster consisting of multiple servers, or a cloud server.

[0074] In one embodiment, such as Figure 2As shown, a session processing method is provided, which is applied to... Figure 1 Taking the receiving terminal as an example, the explanation includes the following steps:

[0075] Step S202: Upon receiving a session invitation initiated by the session initiator, a session is triggered in response to the connection event of the session invitation, and an interactive area for interaction in the session is displayed.

[0076] A session refers to a conversation between at least two users. Specifically, it can be a one-on-one conversation between two users or a group conversation involving at least three users. A group conversation can be a group chat, and the group can be an instant messaging group, a temporarily created discussion group, or a discussion group created based on an existing group, etc.

[0077] The session initiator is the party that initiates the session, and the party that receives the session is the session receiver. The session initiator and receiver can conduct a session through a session application or the terminal where the session application resides. The session application used by the session initiator and receiver can be the same or different session applications.

[0078] Session applications can be presented to users as applications, allowing users to conduct sessions. This application can refer to a client installed on a terminal; a client is a program installed and running on the terminal. Applications can also be portable applications, meaning they can be used without downloading and installing. These are often called applets, and they typically run as sub-programs on a client; the client is called the parent application, and the sub-program running on that client is called the child application. Applications can also refer to web applications opened through a browser, etc.

[0079] A session invitation is a request used to invite other users to join a session; these other users are the session recipients. Session invitations can be presented in the form of invitation links, pop-ups, overlays, or the session interface, and can also be presented in conjunction with voice prompts, vibration prompts, and screen-on prompts.

[0080] The interaction area refers to the user interface used by the session initiator and receiver to conduct a session. This user interface can be a pop-up, a floating layer, or a standalone interface. The interaction area also displays session interaction elements, including elements to terminate the interaction and, possibly, elements to connect the interaction.

[0081] Interactive elements are visual elements that users can manipulate. These elements can take many forms, including controls, buttons, fill-in-the-blank boxes, radio buttons, option groups, images, text, icons, and links, but are not limited to these. Visual elements are those that can be displayed and are visible to the human eye to convey information. Session interaction elements are visual elements that allow a session recipient to enter, reject, or exit a session. Connection interaction elements are visual elements that allow a session recipient to enter a session, while disconnection interaction elements are visual elements that allow a session recipient to reject or exit a session.

[0082] The interactive area is also used to display conversation messages generated during the session. It allows for editing, retrieving, and displaying conversation messages, and can present each message in chronological order. This interactive area can also display at least one of the following: session identifier, session description information, number of users corresponding to the session, session user identifier, description information of the user corresponding to the session, and the meaning of an emoticon.

[0083] A connection event refers to the event that connects a session, which can be triggered by a connection operation. Connection operations can be various triggering operations, including touch operations, cursor operations, key operations, voice operations, and motion operations, but are not limited to these. Touch operations can be touch clicks, touch presses, or touch swipes, and can be single-point or multi-point touches; cursor operations can be clicking or pressing the cursor; key operations can be virtual or physical key operations; voice operations can be operations controlled by voice; and motion operations can be operations controlled by user actions, such as hand or head movements.

[0084] Specifically, a session application can run on both the initiating and receiving terminals, and the user logs into the session application using a user identifier. This user identifier is a unique identifier used to represent the user's identity, which can be a username or a user account. A user account refers to an account registered in the instant messaging software.

[0085] The session initiator sends a session invitation to the session recipient through a session application running on the initiator's terminal. The session recipient receives the session invitation from the session initiator through a session application running on the recipient's terminal.

[0086] When the receiving terminal receives a session invitation from the session initiator, it displays the session invitation and the session interaction elements for this session. These interaction elements include connection and disconnection elements. The session recipient can trigger a connection event through a connection operation. The receiving terminal responds to the session recipient's connection event by entering the session and displays an interaction area for interaction within the session.

[0087] In this embodiment, upon receiving a session invitation, the receiving terminal displays a session invitation interface, which includes connection and disconnection interaction elements. The session recipient can trigger a connection event by engaging the connection interaction element. The receiving terminal then enters the session in response to the connection interaction element and displays an interactive area for interaction within the session. Conversely, the session recipient can reject a connection event by triggering the disconnection interaction element. The receiving terminal then rejects the session invitation in response to the disconnection interaction element.

[0088] In one embodiment, when the recipient of the session is a customer service representative and the recipient's terminal is the customer service terminal used by the customer service representative, the connection interaction elements are displayed on the session invitation interface when a session invitation is received.

[0089] like Figure 3 The image shown is a schematic diagram of the interface for a session initiator to initiate a session invitation in one embodiment. Figure 3 As shown in (a), a user triggers a session initiation interaction element in a conversational application. In response to the triggering of this interaction element, the application displays at least two session initiation channel options. These options include, for example, a hotline 302 and an application voice call 304. The user can trigger either the hotline 302 or the application voice call 304 to initiate a session invitation via the session initiation channel indicated by the triggered option. In response to the triggering of the application voice call 304, the application initiates a voice call invitation based on the conversational application to the recipient via the session initiation channel indicated by the application voice call 304, thereby entering a conversation as described above. Figure 3 The session invitation interface shown in (b) waits for the session recipient to join. The session invitation interface displays session interaction elements, including a cut-off interaction element 306 and a volume adjustment interaction element 308. The user can trigger the cut-off interaction element 306 to cancel the current session invitation, and can use the volume adjustment interaction element 308 to adjust the volume of the current session.

[0090] In one embodiment, when a session recipient receives a session invitation from a session initiator through a receiving terminal, the receiving terminal can predict the caller's intent and obtain the predicted intent item.

[0091] In this embodiment, the receiving terminal can obtain the session data of the session initiator, and predict the caller's intent based on the session data to obtain the predicted intent item. This session data includes at least one of historical session data and real-time session data. Historical session data refers to the session data generated by the session initiator in historical sessions, and may specifically include the session initiator's user identifier and a description of the historical session. The description of the historical session refers to the content used to describe key information in the historical session.

[0092] Real-time session data refers to the real-time data generated during the session between the session initiator and the session recipient. Specifically, it may include user identifiers and descriptive content about the real-time session. The descriptive content of the real-time session refers to the content used to describe key information within the real-time session.

[0093] The receiving terminal can obtain the historical session data of the session initiator even if it receives a session invitation but the session is not connected. Based on the historical session data, the caller's intent is predicted to obtain the predicted intent item.

[0094] If the receiving terminal can establish a session, it acquires the historical session data of the session initiator and the real-time session data during the current session. Based on at least one of the historical session data and the real-time session data, it predicts the caller's intent to obtain the predicted intent item.

[0095] In the absence of historical session data from the session initiator, the receiving terminal can predict the caller's intent based on real-time session data during the current session, thus obtaining the predicted intent item.

[0096] Step S204: Display at least one predicted intent item for the session initiator in the interaction area.

[0097] The interactive area also displays predicted intent items obtained from predicting the caller's intent, as well as contingency plans corresponding to at least one predicted intent item. Predicted intent items refer to the predicted purpose options obtained from predicting the caller's intent.

[0098] Specifically, the receiving terminal triggers a session in response to a connection event for a session invitation, displays an interaction area for interaction within the session, and displays at least one predicted intent item obtained by predicting the caller's intent for the session initiator within the interaction area.

[0099] In this embodiment, the receiving terminal displays at least one contingency plan information corresponding to the predicted intention item in the interactive area. The contingency plan information refers to relevant information about emergency response plans formulated in advance based on assessment analysis or experience, considering the category and impact of potential or possible emergencies.

[0100] In this embodiment, if the intent prediction for the session initiator is successful, at least one predicted intent item for the session initiator is displayed in the interaction area. The interaction area may also display contingency plan information corresponding to at least one predicted intent item.

[0101] In one embodiment, the interactive area is also used to display the archive attributes for the session, and the corresponding content area for the archive attributes. In this embodiment, if the intent prediction for the session initiator fails, the interactive area displays the archive attributes for the session, and the corresponding content area for the archive attributes.

[0102] like Figure 4 The image shown is a schematic diagram illustrating the interface for displaying predicted intent items in the interactive area, as shown in one embodiment. When the session recipient receives a session invitation from the session initiator via their terminal, the interface displays the following: Figure 4 The conversation invitation interface shown in (a) displays the connection interaction element 402, and can also display the user identifier of the conversation initiator, etc. The conversation receiver triggers the connection interaction element 402 and enters... Figure 4 The interactive area is shown in (b) above. The interactive area displays the predicted intent item 404 and the corresponding candidate plan identifier 406.

[0103] This interactive area can also display the pre-set query interactive element 408 and the cut-off interactive element 410. The interactive area can also display the current status of the session recipient and session initiator, such as offline or online status.

[0104] In other embodiments, the interaction area may also display a transfer interaction element 412, through which the current session can be transferred to the session transfer recipient.

[0105] Step S206: In response to the selection event of the target predictive intent item in at least one predictive intent item, display the plan information for the target predictive intent item.

[0106] The selection event refers to the event of selecting a target predicted intent item from at least one predicted intent item. Selection events can be triggered by a selection action, which can be various triggering actions, including touch actions, cursor actions, button actions, voice actions, and motion actions, but is not limited to these.

[0107] Specifically, the session receiver can trigger a selection event on a predicted intent item displayed in the interaction area via a selection operation. In response to this selection event, the receiver terminal displays the contingency plan information corresponding to the selected target intent item. Further, in response to this selection event, the receiver terminal displays at least one candidate contingency plan identifier corresponding to the selected target intent item. The session receiver can trigger a selection event on a target contingency plan identifier among the at least one candidate contingency plan identifier via a selection operation, and the receiver terminal, in response to this selection event, displays the contingency plan information corresponding to the selected target contingency plan identifier.

[0108] In this embodiment, when the receiving terminal displays a predicted intent item in the interaction area, it can also display the corresponding plan information in the interaction area. Furthermore, when displaying a predicted intent item, at least one candidate plan identifier corresponding to that predicted intent item is displayed in the interaction area.

[0109] In this embodiment, in response to a selection event of a target prediction intention item among at least one prediction intention item, at least one candidate plan identifier for the target prediction intention item is displayed. In response to a selection event of a target plan identifier among the at least one candidate plan identifier, the plan information corresponding to the target plan identifier is displayed.

[0110] like Figure 4 The interactive area shown in (b) displays the predicted intent item 404 and the corresponding candidate plan identifier 406. In response to the session receiver's selection event of the candidate plan identifier 406, the following is displayed: Figure 5 The contingency plan information shown in (a) or (b) is as follows.

[0111] Step S208: In response to the push trigger event for the contingency plan information, push the contingency plan information to the session initiator.

[0112] Among them, push-triggered events refer to events that trigger the push of contingency plan information.

[0113] Specifically, the recipient of the session can trigger a push event through a push operation, which can be a touch operation, cursor operation, key operation, voice operation, or gesture operation, but is not limited to these. In response to the push trigger event, the recipient terminal pushes the pre-plan information to the initiating terminal of the session.

[0114] In this embodiment, the contingency plan information includes attribute description content and contingency plan content. The attribute description content refers to the content describing the relevant attributes of the contingency plan information. In response to a push trigger event for the contingency plan information, the contingency plan content included in the contingency plan information is pushed to the initiating terminal of the session initiator.

[0115] In one embodiment, in response to a push notification trigger event, the receiving terminal pushes the pre-planned information to the session initiator via a target push channel. The push channel is the channel used to push the pre-planned information. The target push channel can be a push channel selected by the session recipient or a default push channel.

[0116] In this embodiment, the target push channel can also be a push channel selected by the session initiator. The receiving terminal, in response to the target push channel selected by the session initiator, triggers a push event for the pre-planned information, and pushes the pre-planned information to the session initiator through the target push channel.

[0117] In this embodiment, upon receiving a session invitation from the session initiator, a session is triggered in response to a connection event for the session invitation to initiate a conversation with the session initiator. An interactive area is displayed for interaction within the session, showing at least one predicted intent item for the session initiator. This allows the session receiver to predict the initiator's call intent before the session is connected, or in real-time during the session, and displays it intuitively as a predicted intent item, enabling the session receiver to quickly understand the user's call intent. The displayed predicted intent items are viewable and operable by the session receiver. In response to a selection event for a target predicted intent item within the at least one predicted intent item, contingency plan information for the target predicted intent item is displayed, recommending a processing solution corresponding to the user's call intent to the session receiver, eliminating the need for the session receiver to search for a solution and saving search time. In response to a push trigger event for the contingency plan information, the contingency plan information can be quickly pushed to the session initiator, effectively improving the response efficiency to user calls. Furthermore, the receiving party can independently predict the user's call intent and obtain and push contingency plan information, completing the closed-loop processing of user calls without needing assistance from others, which can effectively improve service efficiency.

[0118] In one embodiment, in response to a push notification event for the contingency plan information, the contingency plan information is pushed to the session initiator, including:

[0119] Display at least one push channel option for the contingency plan information; in response to a push trigger event for a target push channel option among the at least one push channel options, push the contingency plan information to the session initiator through the target push channel indicated by the target push channel option.

[0120] The push channel refers to the channel used to push contingency plan information, such as SMS push, app push, or platform push, but not limited to these. The push channel options are the presentation format of the push channels. Push channel options are presented as visual elements. Each push channel option corresponds to its own push channel.

[0121] Specifically, the receiving terminal can display at least one push channel option for the contingency plan information through the interactive area. The session recipient can select any push channel option to trigger. The receiving terminal detects the push channel option triggered by the session recipient and uses the triggered push channel option as the target push channel. The receiving terminal then pushes the contingency plan information to the initiating terminal corresponding to the session initiator through the target push channel indicated by the target push channel option.

[0122] In this embodiment, in response to a viewing operation of the contingency plan information, the receiving terminal displays at least one push channel option for the contingency plan information. Further, the session recipient can trigger a viewing event for the contingency plan information through a viewing operation, and the receiving terminal, in response to this viewing event, displays at least one push channel option for the contingency plan information through the interactive area. Alternatively, in response to this viewing event, the receiving terminal enters the contingency plan viewing interface from the interactive area and displays at least one push channel option for the contingency plan information.

[0123] In one embodiment, in response to the operation of viewing the contingency plan information, the receiving terminal enters the contingency plan viewing interface from the interactive area, and displays at least one push channel option, attribute description of the contingency plan information, and contingency plan content for push in the contingency plan display interface.

[0124] In this embodiment, in response to a push trigger event for a target push channel option among at least one push channel option, the pre-plan information presented in the target push channel option is displayed. In response to a confirmation operation for the target push channel option, the pre-plan information presented in the target push channel option is pushed to the initiating terminal corresponding to the session initiator through the target push channel indicated by the target push channel option.

[0125] In this embodiment, at least one push channel option for the contingency plan information is displayed, providing the session recipient with at least one usable push channel. When multiple push channel options exist, the session recipient can choose the applicable push channel independently or according to the needs of the session initiator, thus meeting the needs of different session recipients and different session initiators. In response to a push trigger event for a target push channel option among the at least one push channel options, the contingency plan information is accurately pushed to the session initiator through the target push channel indicated by the target push channel option.

[0126] In one embodiment, in response to a push trigger event for a target push channel option among at least one push channel option, pre-planned information is pushed to the session initiator via the target push channel indicated by the target push channel option, including:

[0127] In response to a switching operation between at least two push channel options, a preview of the provisioned information presented under the currently switched push channel option is displayed; in response to a push trigger event triggered when switching to the target push channel option, provisioned information matching the target push channel is pushed to the session initiator through the target push channel indicated by the target push channel option.

[0128] The switching operation refers to the action used to switch between push notification channel options. Switching events can be triggered by switching operations, which can be various triggering operations, such as touch operations, cursor operations, button operations, voice operations, and gesture operations, but are not limited to these.

[0129] Previewing refers to previewing the content to be operated on. Preview content refers to the content displayed when previewing the contingency plan information.

[0130] The contingency plan information presented under different push notification channel options may be the same or different. The preview content of the contingency plan information presented under different push notification channel options may also be the same or different.

[0131] In one embodiment, the contingency plan information includes attribute descriptions, contingency plan content, and at least two push channel options. The attribute descriptions presented under different push channel options are the same, but the contingency plan content presented is different.

[0132] Specifically, the receiving terminal can display at least two push channel options for the contingency plan information through the interactive area. The session recipient can trigger any one of the push channel options. In response to the triggering operation of the push channel option, the receiving terminal displays the contingency plan information presented under the triggered push channel option, and can also display a preview of the contingency plan information.

[0133] The receiver can trigger a switching event between at least two push channel options through a switching operation. In response to the switching event, the receiver terminal determines the push channel option before and after the switch and displays a preview of the pre-planned information presented under the currently switched push channel option.

[0134] The recipient of the session can view the various push channel options corresponding to the contingency plan information by switching between them, and then select the target push channel option from among them. When the recipient selects the currently switched push channel option as the target push channel option, the recipient can trigger a push event by pushing. In response to the push trigger event, the recipient terminal pushes the contingency plan information to the initiator terminal corresponding to the session initiator through the target push channel indicated by the target push channel option.

[0135] In this embodiment, in response to the push trigger event, the receiving terminal takes the push channel option indicated by the push trigger event as the target push channel option, and pushes the plan information to the initiating terminal corresponding to the session initiator through the target push channel indicated by the target push channel option.

[0136] In this embodiment, the session recipient can trigger a switching event between at least two push channel options through a switching operation. The recipient terminal responds to the switching event and determines the push channel option before and after the switch. The recipient terminal uses the switched push channel option as the target push channel option and displays a preview of the pre-planned information presented under the target push channel option.

[0137] In this embodiment, the receiving terminal can display at least two push channel options for the contingency plan information through the interactive area, and by default present a preview of the contingency plan information under one push channel option.

[0138] like Figure 5 As shown in (a) and (b), the preview content of the contingency plan information presented under different push channel options is displayed. Figure 5 The preview content shown in (a) includes attribute description content 502, contingency plan content 504, and push channel option 506. Figure 5 The preview content shown in (a) includes attribute description content 502, contingency plan content 508, and push channel option 510.

[0139] The attribute description content 502 includes at least one of the following: question name, tool type, intent, category, and center. The question name is the intent item; the tool type is the type of pre-planned information; the intent is the caller's intent; and the category refers to the directory corresponding to the tool type. The center refers to the business category to which the pre-planned information belongs. Business category refers to the classification of business, such as payment, social, or gaming, but is not limited to these.

[0140] Contingency Plan Content 504 is the detailed content presented under Push Channel Option 506, which is at least pushed to the session initiator. For example, Contingency Plan Content 504 is "Contingency Plan Content 1," and the push channel option 506 indicates that the push channel is SMS. When the session recipient triggers the "SMS Sending" control, the recipient's terminal sends the message via SMS. Figure 5 The entire preview content or contingency plan content shown in (a) is pushed to the session initiator with a 504 error.

[0141] Contingency Plan Content 508 is the detailed content presented under Push Channel Option 510, which is at least pushed to the conversation initiator. For example, Contingency Plan Content 508 is "Contingency Plan Content 2," which is different from "Contingency Plan Content 1." The push channel option 510 indicates that the push channel is a WeChat Official Account. When the conversation recipient triggers the "Send via WeChat Official Account" control, the recipient's terminal will send the message via WeChat Official Account. Figure 5 The entire preview content or contingency plan content shown in (b) is pushed to the session initiator.

[0142] In one embodiment, the receiving terminal pushes the pre-planned content 508 to the session initiator through the push channel indicated by push channel option 510. For example... Figure 6A As shown, the initiating terminal of the session initiator receives the pre-plan content 508 through the push channel indicated by the push channel option 510, and displays the received pre-plan content 508, i.e. "pre-plan content 2", on the corresponding interface of the official account.

[0143] In this embodiment, in response to a switching operation between at least two push channel options, different push channel options can be switched for viewing. A preview of the plan information presented under the currently switched push channel option is displayed. This allows the viewer to see the preview content of the plan information presented under different push channel options based on the switching operation, thus providing a reference for the session recipient when selecting a push channel. In response to a push trigger event triggered when switching to a target push channel option, the plan information matching the target push channel can be accurately pushed to the session initiator through the target push channel indicated by the target push channel option selected by the session recipient.

[0144] In one embodiment, displaying at least one predicted intent item for the session initiator in the interaction area includes:

[0145] If the intent prediction for the session initiator is successful, at least one predicted intent item for the session initiator will be displayed in the interaction area.

[0146] The method also includes: after the contingency plan information is successfully pushed, displaying the archived attributes for the session in the interactive area, and automatically filling the corresponding attribute content in the content area corresponding to the archived attributes.

[0147] Among them, archiving refers to the process of organizing and saving the relevant data of this session after the contingency plan information is successfully pushed. Archiving attributes refer to the attribute information when archiving the relevant data of this session, such as work order type and modification archiving. Attribute content refers to the content information corresponding to the archiving attributes.

[0148] Specifically, upon receiving a session invitation, the receiving terminal obtains the session data of the session initiator and predicts the caller's intent based on the session data. If the intent prediction for the session initiator is successful, at least one predicted intent item is obtained, and the receiving terminal displays at least one predicted intent item for the session initiator in the interaction area.

[0149] In response to the session receiver's selection of a target predicted intent item among at least one predicted intent item, the receiving terminal displays the pre-plan information for the target predicted intent item. In response to the session receiver's push trigger event for the pre-plan information, the receiving terminal pushes the pre-plan information to the sending terminal of the session initiator.

[0150] After the contingency plan information is successfully pushed, the receiving terminal displays the archiving attributes for the session and the corresponding content areas in the interaction area. Based on the pushed contingency plan information, the receiving terminal automatically fills in the corresponding attribute content in the content area for the archiving attribute. Furthermore, based on the pushed contingency plan information, the receiving terminal determines the attribute content corresponding to the archiving attribute and automatically fills in the attribute content in the corresponding content area.

[0151] In this embodiment, the receiving terminal automatically fills in the corresponding attribute content in the content area corresponding to the archive attribute based on the session data, predicted intent items, and pushed contingency plan information during the current session. Furthermore, the receiving terminal determines the attribute content corresponding to the archive attribute based on the session data, predicted intent items, and pushed contingency plan information, and automatically fills in the attribute content in the corresponding content area.

[0152] In this embodiment, upon receiving a session invitation, the receiving terminal obtains the session data of the session initiator and inputs the session data into the intent prediction model. The intent prediction model predicts the caller's intent based on the session data. If the intent prediction model outputs at least one predicted intent item, the intent prediction is successful; otherwise, the intent prediction fails.

[0153] In one embodiment, after the plan information is successfully pushed, the receiving terminal de-displays the predicted intent items in the interaction area and displays the session's archive attributes and the corresponding content area in the interaction area. Further, the receiving terminal de-displays each predicted intent item and each candidate plan identifier in the interaction area and displays the session's archive attributes and the corresponding content area in the interaction area.

[0154] In this embodiment, if the intent prediction for the session initiator is successful, at least one predicted intent item for the session initiator is displayed in the interaction area. This enables the prediction of the user's incoming call intent and provides corresponding contingency plan information, eliminating the need for the session recipient to spend extra time searching for contingency plan information and improving the response efficiency to user calls. After the contingency plan information is successfully pushed, the session's archiving attribute is displayed in the interaction area, and the corresponding attribute content is automatically filled in the content area corresponding to the archiving attribute. This automatically records the session's archiving work, reducing the manual entry cost for the session recipient. Furthermore, it allows the session recipient to independently complete the entire session operation, achieving closed-loop processing of the session with the initiator. The automatic recording of session archiving work can further improve the efficiency of closed-loop processing.

[0155] In one embodiment, the method further includes: displaying archived attributes for the session in the interaction area if the intent prediction for the session initiator fails;

[0156] The method also includes: automatically filling the corresponding attribute content in the content area corresponding to the archived attribute after the contingency plan information is successfully pushed.

[0157] Specifically, upon receiving a session invitation, the receiving terminal obtains the session data of the session initiator and predicts the initiator's call intent based on the session data. If the intent prediction for the session initiator fails (i.e., no intent item is predicted), the session's archiving attributes and corresponding content areas are displayed in the interactive area. The session recipient can select pre-plan information for the session initiator using the session data from their conversation. In response to the session recipient's push notification event for pre-plan information, the receiving terminal pushes the pre-plan information to the sending terminal of the session initiator.

[0158] After the contingency plan information is successfully pushed, the receiving terminal automatically fills in the corresponding attribute content in the content area corresponding to the archived attribute based on the pushed contingency plan information. Furthermore, the receiving terminal determines the attribute content corresponding to the archived attribute based on the pushed contingency plan information and automatically fills in the attribute content in the corresponding content area.

[0159] In this embodiment, the receiving terminal automatically fills in the corresponding attribute content in the content area corresponding to the archive attribute based on the session data and the pushed pre-plan information during the current session. Further, the receiving terminal determines the attribute content corresponding to the archive attribute based on the session data and the pushed pre-plan information, and automatically fills in the attribute content in the corresponding content area.

[0160] In other embodiments, intent prediction failure can be determined when the session data does not include historical session data. For example, if the session initiator initiates a session with the session recipient for the first time, and there is no historical session data, intent prediction can be determined to have failed.

[0161] In this embodiment, if the intent prediction for the session initiator fails, the session's archiving attributes are displayed in the interaction area. After the pre-plan information is successfully pushed, the corresponding attribute content is automatically filled into the content area corresponding to the archiving attributes, thereby automatically recording the session's archiving work and reducing the manual entry cost for the session recipient. Whether the intent prediction is successful or not, the session recipient can provide pre-plan information to the session initiator to meet the user's caller intent, allowing the session recipient to independently complete the entire session operation and achieve closed-loop processing of the session with the initiator. Automatic recording of session archiving work can further improve the efficiency of closed-loop processing.

[0162] In one embodiment, if the intent prediction for the session initiator is successful, the following is displayed: Figure 4 The interactive area shown in (b) displays at least one predicted intent item 404. After the plan information is successfully pushed, the receiving terminal cancels the display of the predicted intent item in the interactive area and displays the session's archive attributes and the corresponding content area in the interactive area, such as... Figure 6B The "Work Order Type" and "Modify Archive" options are shown.

[0163] If the prediction of the intent of the session initiator fails, display as follows: Figure 6B The interactive area shown displays the archive attributes for the session and the corresponding content area.

[0164] The archive attributes include "Work Order Type" and "Modify Archive". Regardless of whether the intent prediction is successful or not, after the contingency plan information is successfully pushed, the corresponding attribute content will be automatically filled in the content area corresponding to the archive attribute to complete the archiving of this session. The session recipient can also add notes to this archive.

[0165] In one embodiment, the method further includes:

[0166] Display the contingency plan query interactive element in the interactive area; in response to the trigger operation of the contingency plan query interactive element, display multiple candidate contingency plan identifiers; in response to the selection event of the target contingency plan identifier among the multiple candidate contingency plan identifiers, display the contingency plan information corresponding to the target contingency plan identifier.

[0167] Among them, the contingency plan query interactive element refers to the user-operable visual element that allows users to query contingency plan information. The contingency plan query interactive element serves as the entry point for querying contingency plan information. The candidate contingency plan identifier refers to the unique identifier of the contingency plan information.

[0168] Specifically, the receiving terminal triggers a session in response to a session invitation connection event, displays an interaction area for interaction within the session, and displays pre-defined query interaction elements within the interaction area.

[0169] The session receiver can trigger the interactive element for querying contingency plans. In response, the receiver's terminal displays multiple candidate contingency plan identifiers in the interactive area. The session receiver can also trigger an event to select a target contingency plan identifier from the candidate identifiers. In response, the receiver's terminal determines the selected target contingency plan identifier and displays the contingency plan information corresponding to that identifier.

[0170] In this embodiment, in response to the session receiver's selection event of the target plan identifier among multiple candidate plan identifiers, the receiving terminal enters the plan viewing interface and displays the plan information corresponding to the target plan identifier on the plan viewing interface.

[0171] In this embodiment, in response to the triggering operation of the plan query interaction element, the receiving terminal displays a plan information database query area and shows multiple candidate plan identifiers in the plan information database query area. In response to the session receiver's selection event of the target plan identifier among the multiple candidate plan identifiers, the receiving terminal enters the plan viewing interface and displays the plan information corresponding to the target plan identifier in the plan viewing interface.

[0172] In one embodiment, if the intention prediction for the session initiator fails, a contingency plan query interactive element is displayed in the interactive area;

[0173] The method also includes: after the contingency plan information is successfully pushed, displaying the archived attributes for the session in the interactive area, and automatically filling the corresponding attribute content in the content area corresponding to the archived attributes.

[0174] In this embodiment, the contingency plan query interactive element serves as the query entry point for the contingency plan information database. Displayed in the interactive area, this element allows the session recipient to retrieve multiple candidate contingency plan identifiers and select one by triggering the query. In response to the selection event of a target contingency plan identifier from among the candidate identifiers, the contingency plan information corresponding to the target identifier is displayed. This allows the session recipient to view the contingency plan information corresponding to the target identifier, helping the user determine whether the current contingency plan information can resolve the caller's request and improving the accuracy of contingency plan information delivery.

[0175] In one embodiment, if the intent prediction for the session initiator fails, the contingency query interactive element and the archived attributes for the session are displayed in the interactive area.

[0176] The method also includes: after the contingency plan information is successfully pushed, displaying the archived attributes for the session in the interactive area, and automatically filling the corresponding attribute content in the content area corresponding to the archived attributes.

[0177] In one embodiment, in response to a triggering operation on a plan query interactive element, multiple candidate plan identifiers are displayed, including:

[0178] In response to the triggering operation of the contingency plan interactive element, the contingency plan information database query area is displayed; multiple business categories are displayed in the contingency plan information database query area, and multiple candidate contingency plan identifiers under at least one business category are displayed.

[0179] The contingency plan information database refers to a collection of contingency plan information. The contingency plan information database query area refers to the area used to query the contingency plan information in the database. The contingency plan information database query area can be a pop-up window, a floating layer, or a query interface.

[0180] Specifically, the receiving terminal triggers a session in response to a session invitation connection event, displays an interaction area for interaction within the session, and displays pre-defined query interaction elements within the interaction area.

[0181] The recipient of the session can trigger the interactive element for querying contingency plans. In response to the triggering operation, the recipient terminal displays the query area of ​​the contingency plan information database. Multiple business categories are displayed in the query area, and for each of the displayed business categories, multiple candidate contingency plan identifiers under at least one business category are shown.

[0182] In this embodiment, the receiving terminal automatically displays multiple service categories in the query area of ​​the plan information database. In response to the session receiver's selection operation of the target service category among the multiple service categories, multiple candidate plan identifiers are displayed under the target service category.

[0183] In one embodiment, in response to a triggering operation on a plan query interactive element, multiple candidate plan identifiers are displayed, including:

[0184] In response to the triggering operation of the contingency plan interactive element, the contingency plan information database query area is displayed; at least one business category is displayed in the contingency plan information database query area, and multiple candidate contingency plan identifiers under at least one business category are displayed.

[0185] Specifically, in response to the session receiver's triggered operation on the contingency plan query interaction element, the receiving terminal displays the contingency plan information database query area. At least one service category is automatically displayed in the contingency plan information database query area, along with multiple candidate contingency plan identifiers under that at least one service category.

[0186] In this embodiment, at least one business category is displayed in the query area of ​​the contingency plan information database, and multiple candidate contingency plan identifiers under the at least one business category are displayed. This includes: displaying at least one business category in the query area of ​​the contingency plan information database, and in response to the selection operation of a target business category in the at least one business category, displaying multiple candidate contingency plan identifiers under the target business category.

[0187] Specifically, the receiving terminal automatically displays at least one service category in the query area of ​​the contingency plan information database, and displays multiple candidate contingency plan identifiers under that at least one service category. The session receiver can trigger the selection of a target service category from the displayed service categories, and the receiving terminal responds to the session receiver's selection of the target service category from the at least one service category by displaying multiple candidate contingency plan identifiers under the target service category.

[0188] like Figure 4 As shown in (b), the pre-plan query interactive element 408 is displayed in the interactive area. In response to the triggering operation of the pre-plan interactive element 408, the following is displayed: Figure 7A The contingency plan information database query area is shown. The query area displays multiple business categories 702, such as "Frequently Used," "Payment," "Social," and "Games," and shows multiple candidate contingency plan identifiers 704 under the "Frequently Used" business category, namely "Unfreezing Accounts with the Same Name," "Methods for Binding Bank Cards," and "Methods for Detecting Network Anomalies," etc.

[0189] In this embodiment, the contingency plan query interactive element serves as the query entry point for the contingency plan information database. This element is displayed in the interactive area, allowing the session recipient to access the database by triggering the interactive element. Each contingency plan is pre-categorized according to its business type, and multiple business categories are displayed in the database. This allows for a clear and intuitive presentation of multiple candidate contingency plan identifiers categorized by business type to the session recipient. This facilitates the recipient in selecting the appropriate contingency plan based on the business category of the caller's intent, ensuring that the selected plan accurately addresses the caller's problem.

[0190] In one embodiment, multiple candidate plan identifiers are sorted in descending order according to the push popularity of the corresponding plan information; the push popularity is associated with the historical push records of the corresponding plan information.

[0191] Among them, historical push records refer to the records of contingency plan information being pushed in the past time period.

[0192] Specifically, in response to the triggering operation of the contingency plan query interaction element, the receiving terminal determines the push popularity corresponding to each contingency plan information, sorts the candidate contingency plan identifiers of each contingency plan information in descending order based on each push popularity, and displays multiple candidate contingency plan identifiers sorted in descending order. Further, the receiving terminal displays a preset number of candidate contingency plan identifiers sorted in descending order, for example, displaying 20 candidate contingency plan identifiers sorted in descending order by push popularity.

[0193] The push popularity is associated with the historical push records of the corresponding contingency plan information. The receiving terminal can obtain the historical push records of each contingency plan information and calculate the push popularity corresponding to each contingency plan information based on the historical push records. The push popularity can be the number of times the contingency plan information is pushed, the frequency, or the number of times it is pushed.

[0194] In this embodiment, the receiving terminal can obtain historical push records for each plan information within a preset time period, and calculate the push popularity of each plan information within the preset time period based on the historical push records. For example, it can obtain historical push records for each plan information within the last 7 days and calculate the push popularity of each plan information within the last 7 days. The candidate plan identifiers of each plan information are then sorted in descending order according to the push popularity within the last 7 days.

[0195] In this embodiment, the push popularity is associated with the historical push records of the corresponding contingency plan information. The push popularity of the contingency plan information can be accurately calculated through these historical records. Multiple candidate contingency plan identifiers are sorted in descending order of the push popularity of their respective contingency plan information, thereby recommending candidate contingency plan identifiers corresponding to contingency plan information with high push popularity to the session recipient. High push popularity indicates a high degree of acceptance of the corresponding contingency plan information by the session initiator, making it more likely to meet the caller's intent.

[0196] In one embodiment, the method further includes:

[0197] Display the plan query interactive element in the interactive area; in response to the triggering operation of the plan query interactive element, display the search area; in response to the editing operation in the search area, display the search content generated by the editing operation and at least one candidate plan identifier for the search content.

[0198] The search area refers to the area used for operations, where users can enter search terms to perform a search. Search terms can be generated within the search area, selected from provided options, or obtained through voice input, but are not limited to these methods.

[0199] Specifically, the receiving terminal responds to the session invitation's connection event to trigger a session, displays an interaction area for interaction within the session, and displays pre-defined query interaction elements within the interaction area.

[0200] The session recipient can trigger the interactive element for querying the plan. In response, the recipient's terminal displays a search area. The session recipient can edit within the search area. In response, the recipient's terminal determines and displays the search content generated by the editing operation. The recipient's terminal identifies the plan information related to the search content and displays candidate plan identifiers for at least one plan.

[0201] In this embodiment, the session recipient can edit in the search area. The receiving terminal responds to the session recipient's editing operation, determines the search content generated by the editing operation, and displays it. In response to the session recipient's confirmation of the search content, the receiving terminal displays at least one candidate solution identifier for the search content.

[0202] In one embodiment, the receiving terminal responds to the editing operation of the session recipient by dynamically displaying the search content generated by the editing operation in the search area. Following the generation of the search content, candidate solution identifiers related to the currently generated search content are displayed in real time.

[0203] like Figure 4As shown in (b), the pre-plan query interactive element 408 is displayed in the interactive area. In response to the triggering operation of the pre-plan interactive element 408, the following is displayed: Figure 7B The search area 706 is shown in the figure. Editing "bank card" in search area 706 will display at least one candidate scheme identifier for "bank card", such as "method to bind bank card" and "method to unbind bank card".

[0204] In one embodiment, in response to a triggering operation on a contingency plan interactive element, a contingency plan information database query area is displayed, and a search area is shown within the contingency plan information database query area. Further, the search area and multiple business categories are displayed in the contingency plan information database query area, and multiple candidate contingency plan identifiers under at least one business category are shown.

[0205] In this embodiment, a plan query interactive element is displayed in the interactive area. In response to a triggering operation on the plan query interactive element, a search area is displayed, providing a personalized search tool to the session recipient. The session recipient can edit the search content in the search area to find at least one candidate plan identifier for the search content. This allows the session recipient to perform targeted searches based on current business needs, effectively reducing the processing time spent filtering from a large amount of plan information and improving the accuracy of plan information retrieval.

[0206] In one embodiment, the method further includes:

[0207] In response to a triggering operation on a provision query interactive element, at least one historical search record is displayed; in response to a selection event of any historical search record among at least one historical search record, at least one candidate provision identifier for the selected historical search record is displayed.

[0208] Here, search history refers to the historical records of information searches. Search history can be records within a preset time period, such as search history within the last 7 days, search history within the last 10 days, etc., but is not limited to these.

[0209] Specifically, in response to the session invitation's connection event, the receiving terminal triggers a session, displays an interactive area for interaction within the session, and shows a pre-defined plan query interactive element within this area. The session recipient can trigger the pre-defined plan query interactive element, and the receiving terminal, in response to this trigger, displays at least one historical search record. Furthermore, in response to the trigger of the pre-defined plan query interactive element, the receiving terminal displays a pre-defined plan information database query area, and shows at least one historical search record within this area.

[0210] The session recipient can select from the displayed historical search records by making a selection operation, thereby triggering a selection event. In response to the session recipient's selection event of any historical search record from at least one historical search record, the receiving terminal determines the contingency plan information related to the selected historical search record and displays candidate contingency plan identifiers for at least one contingency plan.

[0211] In this embodiment, in response to the triggering operation of the pre-query interactive element, at least one historical search record of the session recipient is displayed.

[0212] In this embodiment, in response to the session receiver's selection event of any historical search record in at least one historical search record, the receiving terminal determines the push plan information corresponding to the selected historical search record and displays the candidate plan identifier of the push plan information.

[0213] In this embodiment, historical search records can be determined according to the order of recording time, or according to the number of times or frequency of searches within a preset time period, but are not limited to these.

[0214] like Figure 4 As shown in (b), the pre-plan query interactive element 408 is displayed in the interactive area. In response to the triggering operation of the pre-plan interactive element 408, the following is displayed: Figure 8A The historical search record 802 shown is an example of a search record such as "XX payment", "method to bind bank card", or "forgot password".

[0215] In this embodiment, the pre-selection query interactive element serves as the entry point for a quick search function. In response to the triggering operation of this element, the session recipient's search history is displayed, providing them with search records from a specific period for reference. In response to the selection of any historical search record, at least one candidate pre-selection identifier for the selected record is displayed, allowing the session recipient to quickly search for recurring content based on their search history, thus improving search efficiency. Simultaneously, the session recipient's search habits can be collected, facilitating subsequent upgrades and optimizations of the search function.

[0216] In one embodiment, the method further includes: displaying a plan query interactive element in an interactive area; displaying a search area in response to a triggering operation on the plan query interactive element; displaying multiple business categories in response to a triggering operation in the search area; and displaying at least one candidate plan identifier corresponding to the target business category in response to a selection event of the target business category among the multiple business categories.

[0217] In one embodiment, the search area includes a category adjustment area and an editing area; in response to an editing operation in the search area, the search content generated by the editing operation and at least one candidate solution identifier for the search content are displayed, including:

[0218] In response to a trigger operation in the category adjustment area, multiple business categories are displayed; in response to a selection event of a target business category among multiple business categories, the selected target business category is displayed in the category adjustment area; in response to an editing operation in the editing area, the search content generated by the editing operation and at least one candidate plan identifier corresponding to the search content under the target business category are displayed.

[0219] The category adjustment area is used to select, adjust, and display business categories. The editing area is used for editing operations to generate search results.

[0220] Specifically, the receiving terminal responds to the session invitation's connection event to trigger a session, displays an interaction area for interaction within the session, and displays pre-defined query interaction elements within the interaction area.

[0221] The session recipient can trigger the pre-defined plan query interactive element. In response to this trigger, the recipient's terminal displays a search area including a category adjustment area and an editing area. The category adjustment area provides the session recipient with multiple business category options. The recipient can also trigger the category adjustment area, and the recipient's terminal displays multiple business categories in response. The recipient can then select a target business category from these categories. In response to this selection, the recipient's terminal displays the selected target business category in the category adjustment area.

[0222] The recipient of the session can perform editing operations in the editing area. In response to the recipient's editing operations, the receiving terminal determines and displays the search content generated by the editing operation. The receiving terminal determines the contingency plan information corresponding to the search content under the target service category and displays at least one candidate contingency plan identifier.

[0223] In this embodiment, the session recipient can perform editing operations in the editing area. The receiving terminal responds to the session recipient's editing operation, determines the search content generated by the editing operation, and displays it. In response to the session recipient's confirmation of the search content, the receiving terminal displays at least one candidate plan identifier for the search content under the target service category.

[0224] In one embodiment, the receiving terminal responds to the editing operation of the session recipient by dynamically displaying the search content generated by the editing operation in the editing area. Following the generation of the search content, the candidate solution identifiers under the target service category are displayed in real time.

[0225] like Figure 4 As shown in (b), the pre-plan query interactive element 408 is displayed in the interactive area. In response to the triggering operation of the pre-plan interactive element 408, the following is displayed: Figure 8B The search area 804 shown includes a category adjustment area 806 and an editing area 808. The session recipient can click on the category adjustment area 806 to display multiple business categories, such as "All," "Payment," "Social," and "Games." The session recipient can select the "Payment" option to display it in the category adjustment area 806. The session recipient can edit the search terms in the editing area 808, such as "Bank Card," to display at least one candidate option for "Bank Card" under the "Payment" business category, namely, "Method for Binding Bank Card."

[0226] In one embodiment, the session recipient can click on "Binding Bank Card Method" to access the "Binding Bank Card Method" preview interface, such as... Figure 8C As shown, the preview content of "Methods for Binding Bank Cards" is displayed on the contingency plan viewing interface.

[0227] In this embodiment, during a conversation with the initiator, the recipient can determine the initiator's call intent and thus the business category to which that intent belongs. In response to a triggered interaction element for a pre-plan query, a search area is displayed, including a category adjustment area and an editing area. This allows the recipient to select a target business category matching the initiator's call intent in the category adjustment area and further edit the search content in the editing area based on the call intent. This accurately retrieves pre-plan information within the target business category and provides it back to the recipient. The search area, including both category adjustment and editing areas, provides the recipient with targeted search tools, enabling them to perform targeted searches based on the current business scenario, further improving search accuracy and response efficiency.

[0228] In one embodiment, the method further includes: in response to a viewing operation of the contingency plan information, displaying attribute description content for the contingency plan information and contingency plan content for push; the attribute description content includes at least one of intent items, category directories corresponding to intent items, or business categories.

[0229] The attribute description content refers to the content that describes the relevant attributes of the contingency plan information.

[0230] Specifically, the recipient of the session can trigger a viewing event for the contingency plan information through a viewing operation. In response to this viewing event, the recipient's terminal displays the attribute description content and the contingency plan content included in the contingency plan information. The attribute description content includes at least one of the following: intent item, corresponding category directory, or business category. The recipient of the session can preview the contingency plan information before it is pushed through the viewing event. The preview content includes the attribute description content and the contingency plan content.

[0231] An intent item refers to the intent associated with the contingency plan information. The category directory corresponding to the intent item is either the directory corresponding to the business category to which the intent belongs, or the directory corresponding to the business category to which the contingency plan information belongs. A business category refers to the business category to which the contingency plan information belongs, or the business category to which the intent item belongs. A business category is a classification of business scenarios, such as common categories, payment categories, social categories, gaming categories, etc., but is not limited to these.

[0232] In response to a push notification event for contingency plan information, the receiving terminal can push the attribute description and contingency plan content to the session initiator. Alternatively, in response to a push notification event for contingency plan information, the receiving terminal can push the contingency plan content to the session initiator.

[0233] In this embodiment, by viewing the contingency plan information, the session recipient can view the relevant attribute content and specific content to be distributed, such as the intent items to which the contingency plan information applies, the category directory or business category corresponding to the intent items, etc. This can help the session recipient quickly understand the role and applicable scenarios of the contingency plan information, and can help the session recipient determine whether the current contingency plan information can solve the problem of the session initiator, thereby improving the accuracy of the pushed contingency plan information.

[0234] In one embodiment, in response to a push notification event for the contingency plan information, the contingency plan information is pushed to the session initiator, including:

[0235] In response to a push notification event for the contingency plan information, a verification instruction is displayed to authenticate the session recipient; in response to an authorization operation on the verification instruction, the identity information of the session recipient is submitted; and if the verification is successful, the contingency plan information is pushed to the session initiator.

[0236] The verification instruction information is used to verify the identity of the session recipient, guiding the session recipient to complete the identity verification process. Identity information refers to information that can characterize the identity of the session recipient, such as the session recipient's identity identifier.

[0237] An identity identifier can be used to identify the identity information of a session recipient. The identity identifier can include at least one of text and images used to describe the identity information. The text can include a string of characters containing at least one of letters, numbers, and symbols. For example, an identity identifier could be the publisher's name, job title, or profile picture.

[0238] Specifically, the session recipient can trigger a push event for the pre-planned information through a push operation. In response to the push operation, the receiving terminal displays verification instruction information for authenticating the session recipient, in order to request verification of the session recipient's identity.

[0239] The recipient of a session can enter the authentication process through an authorization operation. In response to the authorization operation, the recipient's terminal obtains and submits the recipient's identity information. The recipient's terminal can automatically obtain the recipient's identity information, or it can obtain the identity information through the recipient's edit input. The recipient's terminal can automatically submit the recipient's identity information, or it can submit it through a submission operation triggered by the recipient.

[0240] The receiving terminal verifies the identity of the session recipient based on the submitted identity information. If verification is successful, it pushes the pre-planned information to the session initiator. If verification fails, it displays a verification failure result and does not push the pre-planned information.

[0241] In this embodiment, the session recipient edits the corresponding identity information according to the displayed verification instructions. After completing the editing of the identity information, the recipient can authorize the verification instructions to submit the edited identity information. The receiving terminal responds to the authorization operation and submits the identity information of the session recipient.

[0242] In this embodiment, verifying the identity information can involve verifying whether the identity information belongs to a registered user of the session application. If it does, the verification is successful; otherwise, the verification fails, indicating that the user corresponding to the identity information does not have permission to push the pre-plan information.

[0243] In one embodiment, in response to a push notification event for the pre-set information, the receiving terminal invokes the push interface to initiate an authentication request to the server. The server returns authentication indication information for the session recipient and displays it on the receiving terminal. In response to the authorization operation of the authentication indication information, the receiving terminal submits the session recipient's identity information to the server. The server verifies the identity information and returns a verification result, either successful or unsuccessful. If the verification is successful, the receiving terminal automatically pushes the pre-set information to the session initiator.

[0244] In this embodiment, the server verifies the identity information. If the verification is successful, it pushes the pre-plan information to the session initiator. If the verification fails, it returns a verification failure result and does not push the pre-plan information.

[0245] In one embodiment, the identity information of the session recipient includes at least one of the following: identity identifier, work order number of this session, digital identity, candidate plan identifier corresponding to the plan information, target push channel, plan information or plan content, and interaction signaling. The interaction signaling may be a temporary token in computer identity authentication.

[0246] In this embodiment, in response to a push notification event for the pre-planned information, a verification instruction is displayed to authenticate the session recipient, instructing the recipient to perform identity verification. In response to an authorization operation on the verification instruction, the recipient's identity information is submitted. This allows verification of the recipient's identity before the pre-planned information is pushed, preventing malicious individuals from impersonating them for fraud. Upon successful verification, the pre-planned information is pushed to the session initiator, effectively preventing impersonators from obtaining the initiator's personal privacy data and thus effectively protecting the security of the initiator's personal privacy information.

[0247] In one embodiment, in response to a push notification event for the contingency plan information, the contingency plan information is pushed to the session initiator, including:

[0248] During or after a session, in response to a push notification event for contingency plan information, contingency plan information is pushed to the session initiator.

[0249] Specifically, during a session between the receiver and the initiator, the receiver can trigger a push event for the displayed contingency plan information. During the session, the receiver terminal responds to the push event for the contingency plan information by pushing the contingency plan information to the initiator's terminal.

[0250] Alternatively, after the session recipient ends its session with the session initiator, it can trigger a push event for the displayed contingency plan information. In response to the push event for the contingency plan information, the receiving terminal pushes the contingency plan information to the initiator's terminal corresponding to the session initiator.

[0251] In one embodiment, during or after a session, in response to a push notification event for the contingency plan information, the contingency plan content included in the contingency plan information is pushed to the session initiator.

[0252] In one embodiment, during or after a session, in response to a push notification event for pre-planned information, pre-planned information is pushed to the session initiator via a target push channel. Further, during or after a session, in response to a push notification event for pre-planned information, pre-planned information matching the target push channel is pushed to the session initiator via the target push channel.

[0253] In one embodiment, after pushing the plan information to the session initiator, a feedback result is received and displayed. The push result can be either a successful push or a failed push.

[0254] In this embodiment, the timing of pushing the pre-plan information to the session initiator can be determined by the session recipient. It can be pushed during or after the session, ensuring that the push is not limited by the call status and effectively improving processing efficiency and user experience. Pushing the pre-plan information during the session ensures that it does not affect the session between the initiator and recipient. The initiator can perform corresponding operations according to the received pre-plan information and maintain real-time communication with the recipient. This allows the recipient to understand the initiator's actions in real time and provide timely assistance, helping to better resolve the initiator's call requests and improve service quality.

[0255] In one embodiment, the method further includes:

[0256] Display the transfer interaction element in the interaction area; in response to the transfer trigger event of the transfer interaction element, display the transfer area for transferring the session; in response to the transfer information entered in the transfer area, transfer the session of the session initiator to the session transfer recipient corresponding to the transfer information.

[0257] In this context, "transfer interaction elements" refers to visual elements used for session transfer. These elements can be controls, buttons, images, text, icons, links, etc., but are not limited to these. "Transfer information" refers to relevant information used for session transfer, which may include the identity information of the session transfer recipient. Transfer information may also include at least one of the following: the initiator's identifier for this session, the session data for this session, the predicted intent item, and the corresponding contingency plan information.

[0258] Specifically, the receiving terminal displays an interactive area for conducting a session, and within this area, it displays transfer interaction elements for session transfer. When the receiving terminal cannot provide the corresponding contingency plan information for the caller's intended call, a transfer event can be executed through a transfer operation on the transfer interaction elements. In response to the transfer trigger event on the transfer interaction elements, the receiving terminal displays a transfer area for transferring the session. For example, in cases where the receiving terminal malfunctions, or the service category of the caller's intended call does not belong to the receiving terminal's service category, a transfer event can be executed through a transfer operation on the transfer interaction elements.

[0259] The session recipient enters transfer information in the transfer area for session transfer. For example, the session recipient may enter the identity information of the session transfer recipient in the transfer area, and may also enter at least one of the following: the initiator identifier of the session initiator, the session data of the session, the predicted intent item, and the corresponding contingency plan information.

[0260] In response to the transfer information entered in the transfer area, the receiving terminal determines the session transfer recipient corresponding to the transfer information and transfers the session of the session initiator to that session transfer recipient.

[0261] In this embodiment, after transferring the session from the session initiator to the session transfer recipient, the archive attributes for the session are displayed in the interaction area, and the corresponding attribute content is automatically filled in the content area corresponding to the archive attributes.

[0262] In this embodiment, a transfer interaction element is displayed in the interaction area to provide a session transfer function. In response to a transfer trigger event on the transfer interaction element, a transfer area for transferring the session is displayed. In response to transfer information entered in the transfer area, the information of the session transfer recipient can be accurately obtained, thereby accurately transferring the session initiator's session to the session transfer recipient. This allows for seeking assistance from other recipients and provides a more reasonable handling solution for the session initiator's call intent.

[0263] In one embodiment, a session processing method is provided, applied to a receiving terminal, including:

[0264] Upon receiving a session invitation from the session initiator, the session is triggered in response to the session invitation's connection event, and an interactive area for interaction within the session is displayed.

[0265] Optionally, if the intent prediction for the session initiator is successful, the pre-set query interaction element, at least one predicted intent item for the session initiator, and the transfer interaction element are displayed in the interaction area.

[0266] Next, in response to the selection event of the target predictive intent item in at least one predictive intent item, at least one candidate plan identifier for the target predictive intent item is displayed.

[0267] Next, in response to the viewing operation of the target plan identifier among at least one candidate plan identifier, the plan information corresponding to the target plan identifier and at least two push channel options for the plan information are displayed on the plan viewing interface; wherein, the plan information includes attribute description content and plan content for push, and the attribute description content includes at least one of intent item, category directory or business category corresponding to intent item.

[0268] Furthermore, in response to switching between at least two push channel options, a preview of the contingency plan information presented under the currently switched push channel option is displayed.

[0269] Next, in response to the push trigger event triggered when switching to the target push channel option, verification instruction information for authenticating the session recipient is displayed; in response to the authorization operation of the verification instruction information, the identity information of the session recipient is submitted; if the verification is successful, the pre-planned content matching the target push channel is pushed to the session initiator through the target push channel indicated by the target push channel option; the pre-planned content is pushed during or after the session.

[0270] Furthermore, after the contingency plan information is successfully pushed, return to the interaction area, remove the display of the predicted intent items and candidate contingency plan identifiers in the interaction area, display the archive attributes for the session in the interaction area, and automatically fill in the corresponding attribute content in the content area corresponding to the archive attributes.

[0271] Optionally, if the intent prediction for the session initiator fails, the pre-set query interaction element, the archive attribute for the session, and the transfer interaction element are displayed in the interaction area.

[0272] Next, in response to the triggering operation of the contingency plan query interaction element, the contingency plan information database query area is displayed. The contingency plan information database query area displays the search area, at least one historical search record, and multiple business categories and multiple candidate contingency plan identifiers under at least one business category. The multiple candidate contingency plan identifiers are sorted in descending order according to the push popularity of the corresponding contingency plan information. The push popularity is associated with the historical push records of the corresponding contingency plan information.

[0273] Optionally, the search area includes a category adjustment area and an editing area; in response to a trigger operation on the category adjustment area, multiple business categories are displayed; in response to a selection event of a target business category among the multiple business categories, the selected target business category is displayed in the category adjustment area; in response to an editing operation in the editing area, the search content generated by the editing operation and at least one candidate plan identifier corresponding to the search content under the target business category are displayed.

[0274] Optionally, in response to a selection event of any historical search record in at least one historical search record, at least one candidate scheme identifier for the selected historical search record is displayed.

[0275] Next, in response to the viewing operation of the target plan identifier among multiple candidate plan identifiers, the plan information corresponding to the target plan identifier and at least two push channel options for the plan information are displayed on the plan viewing interface; wherein, the plan information includes attribute description content and plan content for push, and the attribute description content includes at least one of intent item, category directory or business category corresponding to intent item.

[0276] Furthermore, in response to switching between at least two push channel options, a preview of the contingency plan information presented under the currently switched push channel option is displayed.

[0277] Next, in response to the push trigger event triggered when switching to the target push channel option, verification instruction information for authenticating the session recipient is displayed; in response to the authorization operation of the verification instruction information, the identity information of the session recipient is submitted; if the verification is successful, the pre-planned content matching the target push channel is pushed to the session initiator through the target push channel indicated by the target push channel option; the pre-planned content is pushed during or after the session.

[0278] Furthermore, after the contingency plan information is successfully pushed, the user returns to the interactive area, and the corresponding attribute content is automatically filled into the content area corresponding to the archived attribute displayed in the interactive area.

[0279] Optionally, in response to a transfer trigger event on a transfer interaction element, a transfer area for transferring the session is displayed; in response to transfer information entered in the transfer area, the session of the session initiator is transferred to the session transfer recipient corresponding to the transfer information; after the session transfer is successful, the interaction area is returned, and the corresponding attribute content is automatically filled in the content area corresponding to the archive attribute displayed in the interaction area.

[0280] In this embodiment, when a session invitation is received, the caller's intent is predicted. In response to the session invitation's connection event, a session is triggered, and an interactive area for conducting the session is displayed. The content displayed in the interactive area differs depending on whether the intent prediction is successful or not.

[0281] If intent prediction is successful, the interactive area displays a contingency plan query element, at least one predicted intent item for the session initiator, and a transfer interactive element. It can also display candidate contingency plan identifiers corresponding to the predicted intent items. If intent prediction fails, the interactive area displays a contingency plan query element, archive attributes for the session, and a transfer interactive element.

[0282] When intent prediction is successful, at least one predicted intent item for the caller is displayed in the interactive area. This allows the caller to predict the caller's intent before the call is connected and displays it visually as a predicted intent item, enabling the caller to quickly understand the user's call intent. The displayed predicted intent items are viewable and operable by the caller. In response to the selection of a target predicted intent item within the at least one predicted intent item, contingency plan information for that target item is displayed. This recommends a processing solution corresponding to the user's call intent, eliminating the need for the caller to search for a solution and saving search time. In response to a push notification event for contingency plan information, the information can be quickly pushed to the caller, effectively improving the response efficiency to user calls.

[0283] Regardless of whether the intended prediction succeeds or fails, the interface displays contingency plan query and transfer interaction elements. The contingency plan query element serves as the entry point to the contingency plan information database, allowing the call recipient to trigger the query by selecting a service category, editing search terms directly in the search area, or searching through displayed historical search records. This retrieves multiple candidate contingency plan identifiers for the call recipient to choose from. In response to the selection of a target contingency plan identifier from among the multiple candidate identifiers, the contingency plan information corresponding to the target identifier is displayed. This allows the call recipient to view the contingency plan information corresponding to the target identifier, helping users determine whether the current contingency plan information can resolve the call initiator's request and improving the accuracy of contingency plan information delivery.

[0284] The push popularity is linked to the historical push records of the corresponding contingency plan information. The push popularity of the contingency plan information can be accurately calculated through these historical records. Multiple candidate contingency plan identifiers are sorted in descending order of their respective push popularity, thus recommending candidate contingency plan identifiers corresponding to highly popular push information to the caller. High push popularity indicates a high degree of acceptance of the corresponding contingency plan information by the caller, making it more likely to meet the caller's intent.

[0285] In response to a push notification event for pre-planned information, a verification instruction is displayed to authenticate the session recipient, instructing them to perform the authentication. In response to the authorization action on the verification instruction, the session recipient's identity information is submitted. This allows for verification of the session recipient's identity before pushing the pre-planned information, preventing impersonation and fraud. Upon successful verification, the pre-planned information is pushed to the session initiator, effectively preventing impersonators from obtaining the session initiator's personal privacy data and thus effectively protecting the security of the session initiator's personal privacy information.

[0286] The timing of sending pre-planned information to the conversation initiator can be determined by the conversation recipient, either during or after the conversation. This ensures that the information is not limited by the call status, effectively improving processing efficiency and user experience. Sending pre-planned information during the conversation ensures it does not disrupt the conversation between the initiator and recipient. The initiator can then take appropriate actions based on the received information and maintain real-time communication with the recipient. This allows the recipient to stay informed about the initiator's actions and provide timely assistance, helping to better resolve the initiator's call requests and improve service quality.

[0287] After the pre-plan information is successfully pushed, the corresponding attribute content is automatically filled in the content area corresponding to the archive attribute, thereby automatically recording the archiving of the conversation and reducing the manual entry cost for the conversation recipient. In both cases of successful and unsuccessful intent prediction, the conversation recipient can provide pre-plan information to the conversation initiator to meet the user's call intent. This allows the conversation recipient to independently complete the entire conversation operation, achieving closed-loop processing of the conversation with the initiator. Automatic recording of the conversation archive can further improve the efficiency of closed-loop processing.

[0288] In response to the transfer trigger event of the transfer interaction element, a transfer area is displayed for transferring the session. In response to the transfer information entered in the transfer area, the information of the session transfer recipient can be accurately obtained, so as to accurately transfer the session of the session initiator to the session transfer recipient, so as to seek assistance from other recipients and provide a more reasonable handling solution for the caller's intention.

[0289] In one embodiment, the session processing method is applied to a cloud application, the session receiver corresponding to the session initiator is a session customer service representative, the session is an audio call or a video call, and the predicted intent item is obtained by predicting the session data of the session initiator.

[0290] Cloud applications refer to applications that interact between the terminal and the cloud. They operate by leveraging the powerful computing capabilities of cloud emulators to encode the process into audio and video streams, which are then transmitted over the network to the mobile device to enable user interaction. The cloud refers to a cloud server. This cloud application can be any application running on a cloud server. For example, it could be a cloud gaming application, a cloud instant messaging application, a cloud social networking application, a cloud video application, a cloud sharing application, a cloud shopping application, or a cloud intelligent recognition application, but it is not limited to these.

[0291] Specifically, cloud applications can run on both the initiating and receiving terminals. The initiator sends a session invitation for an audio or video call to the session agent through the cloud application running on the initiator's terminal. The session agent receives the session invitation from the initiator through the cloud application running on the receiving terminal.

[0292] The receiving terminal's cloud application responds to a session invitation from a customer service representative by entering an audio or video call and displaying an interactive area for interaction during the call. This interactive area displays at least one predicted intent item for the session initiator. Upon the customer service representative's selection of a target predicted intent item from the at least one predicted intent item, the receiving terminal's cloud application displays contingency plan information for that target predicted intent item. Finally, in response to a push notification event triggered by the customer service representative regarding the contingency plan information, the receiving terminal's cloud application pushes the contingency plan information to the session initiator.

[0293] In this embodiment, upon receiving an audio or video call invitation initiated by a user, the system initiates an audio or video call in response to a connection event. An interactive area is displayed for interaction during the audio or video call, showing at least one predicted intent item for the user. This allows the customer service representative to predict the user's call intent before connection or in real-time during the call, displaying it intuitively as a predicted intent item, enabling the representative to quickly understand the user's call intent. The displayed predicted intent items are viewable and operable by the customer service representative. In response to a selection event of a target predicted intent item within the at least one predicted intent item, contingency plan information for the target predicted intent item is displayed, recommending a processing solution corresponding to the user's call intent. This eliminates the need for the representative to search for a solution, saving search time. In response to a push notification event for the contingency plan information, the information can be quickly pushed to the user, effectively improving the response efficiency to user calls. Furthermore, the conversational customer service can independently predict the intent of incoming calls and obtain and push contingency plan information, completing the closed-loop processing of incoming calls without needing assistance from customer service, which can effectively improve service efficiency.

[0294] In one embodiment, a session processing method is provided for a specific application scenario in a customer service system. This system includes an initiating application, a receiving application, and an application backend, comprising:

[0295] Users can initiate voice call invitations within a conversational application and wait for the corresponding human customer service representative to connect. The conversational application used by the user can be called the initiating application, which runs on the initiating terminal. The conversational application used by the human customer service representative can be called the receiving application, which runs on the receiving terminal.

[0296] When the receiving application receives a voice call invitation initiated by a user, it can automatically obtain the user's caller ID, user identity information, and historical conversation data through an intent prediction model to predict the user's call intent.

[0297] When a live agent accepts a voice call invitation, if the intent prediction model can predict the user's call intent, the predicted call intent is displayed on the call interface, along with a candidate solution identifier for that intent. This candidate solution identifier corresponds to solution information, which serves as a tool for the live agent to resolve the user's call request and provide appropriate assistance. The call intent is the predicted intent item, and the call interface is the interactive area.

[0298] Furthermore, the call interface displays a tool library icon and a transfer icon, as well as the user's avatar, call duration, and the current status of the human agent. The tool library icon is the interactive element for querying pre-arranged plans, and the transfer icon is the interactive element for transferring clients.

[0299] Customer service representatives can click on the candidate contingency plan icon for the caller's intent to bring up a pop-up displaying detailed information about the contingency plan, such as the user's question, tool type, intent, category, and applicable business center. This allows customer service representatives to understand the contingency plan's purpose and scope, enhancing their awareness and preventing incorrect dissemination. This pop-up is the contingency plan viewing interface.

[0300] The overlay also displays two delivery channels: SMS and WeChat official account. Customer service representatives can click to switch between different channel options, select the desired delivery channel, and send the contingency plan information to the user.

[0301] When issuing contingency plan information, the identity of the human customer service representative must be verified first. Once verification is successful, the contingency plan information is sent to the user. After successful issuance, the user is returned to the call interface. At this point, the call interface does not display the user's call intent or candidate contingency plan indicators, but instead displays the archived attribute of this call. Furthermore, the receiving application automatically fills in the corresponding attribute content in the content area corresponding to the archived attribute based on the relevant data from this call to complete the archiving process. The human customer service representative can end the call by clicking "End Call" on the call interface.

[0302] On the other hand, when a human customer service representative accepts a voice call invitation, if the intent prediction model fails to predict the user's call intent, the archive attribute of this call will be displayed on the call interface.

[0303] Regardless of whether the intention to predict success or failure is successful, when a human customer service representative accepts a voice call invitation, the tool library icon and transfer icon will be displayed on the call interface. The user's avatar, call duration, and the current status of the human customer service representative will also be displayed.

[0304] Customer service representatives can access the tool library by clicking the tool library icon. The tool library displays a search area, historical search records, and multiple business categories. It also displays multiple candidate contingency plan icons under at least one business category. These candidate contingency plan icons are sorted in descending order of the push popularity of their respective contingency plan information, with the push popularity correlated with the historical push records of the corresponding contingency plan information.

[0305] Customer service representatives can directly edit their search terms in the search area to obtain at least one candidate solution identifier corresponding to the search terms.

[0306] Customer service representatives can select a target business category and directly edit their search terms in the search area to obtain at least one candidate solution identifier for the search terms within the target business category.

[0307] Customer service representatives can also select historical search records to obtain at least one candidate plan identifier corresponding to the historical search records.

[0308] Similarly, customer service representatives can click on any candidate contingency plan icon to bring up a pop-up displaying detailed information about that contingency plan. The pop-up also shows two delivery channels: SMS and WeChat official account. Customer service representatives can click to switch between these options and select the desired delivery channel.

[0309] When issuing contingency plan information, the identity information of the human customer service representative is first verified. Once verification is successful, the contingency plan information is issued to the user. After successful issuance, the user is returned to the call interface. At this point, the receiving application automatically fills in the corresponding attribute content in the content area corresponding to the archived attribute based on the relevant data from this call to complete the archiving process.

[0310] When a human customer service representative is unable to handle a user's call, the user can click the transfer icon on the call screen and enter the transfer information to transfer the call to another human customer service representative. After a successful transfer, the user returns to the call screen, where the receiving application automatically fills in the corresponding attribute content area based on the relevant data from the call to complete the archiving process.

[0311] Customer service representatives can end the call by clicking on the call screen, or the receiving application can automatically end the call after the pre-plan is successfully pushed or the call is successfully transferred.

[0312] In one embodiment, the application scenario also includes backend processing within the customer service system, such as... Figure 9 The diagram shown is a schematic representation of the overall process of background processing.

[0313] When a user initiates a voice call, the customer service system assigns a human agent based on a queue. Specifically, for example... Figure 10 The diagram illustrates the agent assignment process in one embodiment. The user initiates a voice call by clicking the button. The customer service system queues users according to the order of their calls and assigns them to available agent seats. For example, if there are agent seats 1, 2, and 3, the user's call is assigned to agent seat 1 based on the call time. After successful assignment, the agent begins answering the user's call.

[0314] During unanswered voice calls, the intent prediction model predicts the user's call intent. When a live agent connects the call, if the intent prediction model accurately predicts the user's intent, it recommends tools that match that intent to the agent. Specifically, for example... Figure 11As shown, the intent prediction model primarily predicts caller intent based on the caller's mobile phone number, user identity, and user description, and then uses the predicted user intent to acquire tools. These tools, combined with user intent and description information, are then recommended to human customer service representatives.

[0315] Human customer service representatives will determine whether the tools recommended by the intent prediction model meet the user's current business needs. If so, the user can proceed to the solution details page for further assessment of applicability. Otherwise, the user will be directed to the tool library for recommended commonly used solutions.

[0316] When a voice call is connected with a live agent, if the intent prediction model fails to predict the user's intent, the agent can click the tool library button to access the tool library and see recommended commonly used solutions. Specifically, for example... Figure 12 The diagram illustrates a workflow for tool recommendation based on popularity metrics in one embodiment. Under the "Common" category in the tool library, the customer service system determines whether the current human agent has successfully delivered tools within the past 7 days. If successful, the system retrieves the top 20 tool names from the current human agent's historical delivery records, sorted by delivery volume popularity value from highest to lowest, and provides them to the current human agent. If there are fewer than 20, the system supplements the tools by retrieving their popularity values ​​from all human agents' tools delivered within the past 7 days under the current business category, sorted by delivery volume popularity value from highest to lowest.

[0317] If the current customer service representative has no history of tool distribution within the last 7 days, the system will determine whether all customer service representatives under the current business category have successfully distributed tools within the last 7 days. If so, it will select the top 20 tools by popularity value distributed by all customer service representatives in the current business category within the last 7 days and recommend them accordingly. The system will automatically filter out expired and deleted solutions, and based on the business category and the distribution status by customer service representatives, it will recommend solutions that meet the needs of customer service representatives—the final tools—responding to their needs in real time and thus improving customer service efficiency.

[0318] like Figure 13 This is a flowchart illustrating the popularity-based recommendation and personalized search process in one embodiment. The tool library interface recommends commonly used solutions. The customer service system determines whether the current human customer service representative has successfully deployed tools in the past 7 days. If so, it retrieves the names of the top 20 tools from the current human customer service representative's historical deployment records, sorted by deployment volume and popularity value from highest to lowest, and provides them to the current human customer service representative. Otherwise, it determines whether all human customer service representatives under the current business category have successfully deployed tools in the past 7 days. If so, it retrieves the names of the top 20 tools by popularity value deployed by all human customer service representatives under the current business category in the past 7 days.

[0319] Otherwise, users can access the tool library interface's search area to find tools by business category, or search directly without considering business category. During communication between customer service representatives and users, when determining the best solution based on the communication, users can search for necessary tools in the tool library interface by business category (e.g., payment, social, gaming) or personalized search methods. Business category refers to the classification of business scenarios. The customer service system will pre-categorize tools based on the mapping relationship between business categories and provide search functionality. This allows for real-time access to the tool library interface and searching for relevant tools, reducing customer service search costs, improving the accuracy of results, and minimizing user waiting time. After determining the name of the tool to be distributed, customer service representatives can access the details page to view the tool's details and further determine its applicability.

[0320] Once the name of the tool to be distributed is determined, customer service representatives can access the details page to view the tool's specifications. The customer service system will retrieve relevant details from the configuration console using the solution name, such as the applicable problem name, tool type, intent, category, affiliated center, and distribution content. This will help customer service representatives further determine the applicability of the tool, enabling them to quickly ascertain its function and applicable scenarios, thereby reducing the risk of inaccurate tool distribution.

[0321] Customer service confirms the distribution channel, such as... Figure 14 As shown, the customer service system provides two push channels: WeChat Official Account and SMS. When a customer service representative selects either channel, the front-end customer service system calls the push interface, passing in the unique identifier ID of the human customer service representative, work order number, digital identity OPENID, solution identifier, push channel, push content, and signaling token. Server 1 hashes and encrypts the identity information provided by the front-end and sends it to Server 2 for verification. The hash encryption can be MD5 (Message Digest Algorithm). Server 2 receives the verification instruction and verifies the credibility of the human customer service representative's identity. If the verification is successful, Server 2 issues a signaling token and sends it to Server 1, which then sends it to the client and returns the verification result to the client. If the verification fails, a push failure message is returned; if successful, the tool is sent to the user's WeChat Official Account or mobile SMS.

[0322] like Figure 15 As shown, after the tool is distributed to users, in order to improve customer service efficiency and reduce the thinking and operational costs of simple issues, the customer service system will automatically and in real-time retrieve the archiving path set in the tool configuration console, using the work order as the dimension. This eliminates the need for customer service representatives to re-determine which archiving path to record for the current user's issue. Customer service representatives can call the work order termination interface to directly perform archiving, automatically completing the loop and ending the service session.

[0323] To facilitate operational performance analysis, the customer service system records customer service operation data in real time through an interface while customer service representatives use the mobile workbench to serve users. This data includes average processing time per user, number of tools distributed, and the percentage of cases resolved directly without the need for further customer service assistance.

[0324] Traditional mobile customer service systems only support simple voice calls and lack solutions for most complex scenarios, requiring users to escalate to web-based customer service for assistance. This approach is inefficient, inflexible, and escalates problems, increasing system load and time costs, directly impacting user experience. This embodiment addresses this by applying a conversation processing method to mobile customer service systems. By adding an intelligent mode to the mobile workbench, it utilizes intent prediction models to pinpoint user issues and provide solutions during voice service, breaking away from the traditional model of purely manual user location services. Furthermore, this system can run on both mobile and PC cloud applications. Human customer service representatives can provide services via mobile devices without time or location constraints, seamlessly integrating with the PC-based workbench. This allows human representatives to complete tasks without a computer, effectively enabling message roaming and meeting the needs of multi-platform, multi-scenario cloud customer service systems.

[0325] Furthermore, this embodiment, based on predicted intent, historical behavior analysis and recommendations, and personalized search capabilities, enables customer service representatives to quickly find solutions and complete the service loop without requesting assistance from other customer service representatives, thus improving service efficiency and quality. Simultaneously, it provides multiple distribution channels based on user needs, meeting personalized requirements, enhancing user experience, and reducing the risk of users complaining due to inefficient customer service problem-solving.

[0326] It should be understood that although the steps in the flowcharts of the embodiments described above are shown sequentially according to the arrows, these steps are not necessarily executed in the order indicated by the arrows. Unless explicitly stated herein, there is no strict order restriction on the execution of these steps, and they can be executed in other orders. Moreover, at least some steps in the flowcharts of the embodiments described above may include multiple steps or multiple stages. These steps or stages are not necessarily completed at the same time, but can be executed at different times. The execution order of these steps or stages is not necessarily sequential, but can be performed alternately or in turn with other steps or at least some of the steps or stages in other steps.

[0327] Based on the same inventive concept, this application also provides a session processing apparatus for implementing the session processing method described above. The solution provided by this apparatus is similar to the implementation described in the above method; therefore, the specific limitations in one or more session processing apparatus embodiments provided below can be found in the limitations of the session processing method described above, and will not be repeated here.

[0328] In one embodiment, such as Figure 16 As shown, a session processing device 1600 is provided, including: a display module 1602, an intent display module 1604, a pre-set display module 1606, and a push module 1608, wherein:

[0329] The display module 1602 is used to trigger a session in response to a connection event for the session invitation when a session invitation is received from the session initiator, and to display an interactive area for interaction in the session.

[0330] The intent display module 1604 is used to display at least one predicted intent item for the session initiator in the interaction area.

[0331] The contingency plan display module 1606 is used to display contingency plan information for the target prediction intent item in response to a selection event of at least one prediction intent item.

[0332] The push module 1608 is used to push the contingency plan information to the session initiator in response to the push trigger event for the contingency plan information.

[0333] In this embodiment, upon receiving a session invitation from the session initiator, a session is triggered in response to a connection event for the session invitation to initiate a conversation with the session initiator. An interactive area is displayed for interaction within the session, showing at least one predicted intent item for the session initiator. This allows the session receiver to predict the initiator's call intent before the session is connected, or in real-time during the session, and displays it intuitively as a predicted intent item, enabling the session receiver to quickly understand the user's call intent. The displayed predicted intent items are viewable and operable by the session receiver. In response to a selection event for a target predicted intent item within the at least one predicted intent item, contingency plan information for the target predicted intent item is displayed, recommending a processing solution corresponding to the user's call intent to the session receiver, eliminating the need for the session receiver to search for a solution and saving search time. In response to a push trigger event for the contingency plan information, the contingency plan information can be quickly pushed to the session initiator, effectively improving the response efficiency to user calls. Furthermore, the receiving party can independently predict the user's call intent and obtain and push contingency plan information, completing the closed-loop processing of user calls without needing assistance from others, which can effectively improve service efficiency.

[0334] In one embodiment, the push module 1608 is further configured to display at least one push channel option for the contingency plan information; and in response to a push trigger event for a target push channel option among the at least one push channel options, push the contingency plan information to the session initiator through the target push channel indicated by the target push channel option.

[0335] In this embodiment, at least one push channel option for the contingency plan information is displayed, providing the session recipient with at least one usable push channel. When multiple push channel options exist, the session recipient can choose the applicable push channel independently or according to the needs of the session initiator, thus meeting the needs of different session recipients and different session initiators. In response to a push trigger event for a target push channel option among the at least one push channel options, the contingency plan information is accurately pushed to the session initiator through the target push channel indicated by the target push channel option.

[0336] In one embodiment, the push module 1608 is further configured to, in response to a switching operation between at least two push channel options, display a preview of the provisioned information presented under the currently switched push channel option; and in response to a push trigger event triggered when switching to a target push channel option, push provisioned information matching the target push channel to the session initiator through the target push channel indicated by the target push channel option.

[0337] In this embodiment, in response to a switching operation between at least two push channel options, different push channel options can be switched for viewing. A preview of the plan information presented under the currently switched push channel option is displayed. This allows the viewer to see the preview content of the plan information presented under different push channel options based on the switching operation, thus providing a reference for the session recipient when selecting a push channel. In response to a push trigger event triggered when switching to a target push channel option, the plan information matching the target push channel can be accurately pushed to the session initiator through the target push channel indicated by the target push channel option selected by the session recipient.

[0338] In one embodiment, the intent display module 1604 is further configured to display at least one predicted intent item for the session initiator in the interaction area if the intent prediction for the session initiator is successful.

[0339] The device also includes an archiving module; the archiving module is used to display the archiving attributes for the session in the interactive area after the pre-plan information is successfully pushed, and automatically fill the corresponding attribute content in the content area corresponding to the archiving attributes.

[0340] In this embodiment, if the intent prediction for the session initiator is successful, at least one predicted intent item for the session initiator is displayed in the interaction area. This enables the prediction of the user's incoming call intent and provides corresponding contingency plan information, eliminating the need for the session recipient to spend extra time searching for contingency plan information and improving the response efficiency to user calls. After the contingency plan information is successfully pushed, the session's archiving attribute is displayed in the interaction area, and the corresponding attribute content is automatically filled in the content area corresponding to the archiving attribute. This automatically records the session's archiving work, reducing the manual entry cost for the session recipient. Furthermore, it allows the session recipient to independently complete the entire session operation, achieving closed-loop processing of the session with the initiator. The automatic recording of session archiving work can further improve the efficiency of closed-loop processing.

[0341] In one embodiment, the display module 1602 is further configured to display archived attributes for the session in the interactive area if the intent prediction for the session initiator fails.

[0342] The archiving module is also used to automatically fill in the corresponding attribute content in the content area corresponding to the archived attribute after the contingency plan information is successfully pushed.

[0343] In this embodiment, if the intent prediction for the session initiator fails, the session's archiving attributes are displayed in the interaction area. After the pre-plan information is successfully pushed, the corresponding attribute content is automatically filled into the content area corresponding to the archiving attributes, thereby automatically recording the session's archiving work and reducing the manual entry cost for the session recipient. Whether the intent prediction is successful or not, the session recipient can provide pre-plan information to the session initiator to meet the user's caller intent, allowing the session recipient to independently complete the entire session operation and achieve closed-loop processing of the session with the initiator. Automatic recording of session archiving work can further improve the efficiency of closed-loop processing.

[0344] In one embodiment, the display module 1602 is further configured to display a plan query interactive element in the interactive area; and to display multiple candidate plan identifiers in response to a trigger operation on the plan query interactive element.

[0345] The contingency plan display module 1606 is also used to display the contingency plan information corresponding to the target contingency plan identifier in response to the selection event of the target contingency plan identifier among multiple candidate contingency plan identifiers.

[0346] In this embodiment, the contingency plan query interactive element serves as the query entry point for the contingency plan information database. Displayed in the interactive area, this element allows the session recipient to retrieve multiple candidate contingency plan identifiers and select one by triggering the query. In response to the selection event of a target contingency plan identifier from among the candidate identifiers, the contingency plan information corresponding to the target identifier is displayed. This allows the session recipient to view the contingency plan information corresponding to the target identifier, helping the user determine whether the current contingency plan information can resolve the caller's request and improving the accuracy of contingency plan information delivery.

[0347] In one embodiment, the display module 1602 is further configured to display a query area of ​​the contingency plan information database in response to a trigger operation on the contingency plan interaction element; display multiple business categories in the contingency plan information database query area, and display multiple candidate contingency plan identifiers under at least one business category.

[0348] In this embodiment, the contingency plan query interactive element serves as the query entry point for the contingency plan information database. This element is displayed in the interactive area, allowing the session recipient to access the database by triggering the interactive element. Each contingency plan is pre-categorized according to its business type, and multiple business categories are displayed in the database. This allows for a clear and intuitive presentation of multiple candidate contingency plan identifiers categorized by business type to the session recipient. This facilitates the recipient in selecting the appropriate contingency plan based on the business category of the caller's intent, ensuring that the selected plan accurately addresses the caller's problem.

[0349] In one embodiment, multiple candidate plan identifiers are sorted in descending order according to the push popularity of the corresponding plan information; the push popularity is associated with the historical push records of the corresponding plan information.

[0350] In this embodiment, the push popularity is associated with the historical push records of the corresponding contingency plan information. The push popularity of the contingency plan information can be accurately calculated through these historical records. Multiple candidate contingency plan identifiers are sorted in descending order of the push popularity of their respective contingency plan information, thereby recommending candidate contingency plan identifiers corresponding to contingency plan information with high push popularity to the session recipient. High push popularity indicates a high degree of acceptance of the corresponding contingency plan information by the session initiator, making it more likely to meet the caller's intent.

[0351] In one embodiment, the device further includes a search module; the search module is configured to display a plan query interactive element in an interactive area; display a search area in response to a triggering operation on the plan query interactive element; and display search content generated by the editing operation and at least one candidate plan identifier for the search content in response to an editing operation in the search area.

[0352] In this embodiment, a plan query interactive element is displayed in the interactive area. In response to a triggering operation on the plan query interactive element, a search area is displayed, providing a personalized search tool to the session recipient. The session recipient can edit the search content in the search area to find at least one candidate plan identifier for the search content. This allows the session recipient to perform targeted searches based on current business needs, effectively reducing the processing time spent filtering from a large amount of plan information and improving the accuracy of plan information retrieval.

[0353] In one embodiment, the search module is further configured to display at least one historical search record in response to a triggering operation of a plan query interactive element; and to display at least one candidate plan identifier for the selected historical search record in response to a selection event of any historical search record among the at least one historical search record.

[0354] In this embodiment, the pre-selection query interactive element serves as the entry point for a quick search function. In response to the triggering operation of this element, the session recipient's search history is displayed, providing them with search records from a specific period for reference. In response to the selection of any historical search record, at least one candidate pre-selection identifier for the selected record is displayed, allowing the session recipient to quickly search for recurring content based on their search history, thus improving search efficiency. Simultaneously, the session recipient's search habits can be collected, facilitating subsequent upgrades and optimizations of the search function.

[0355] In one embodiment, the search area includes a category adjustment area and an editing area; the search module is further configured to display multiple business categories in response to a trigger operation on the category adjustment area; display the selected target business category in the category adjustment area in response to a selection event of a target business category among the multiple business categories; and display the search content generated by the editing operation and at least one candidate plan identifier corresponding to the search content under the target business category in response to an editing operation in the editing area.

[0356] In this embodiment, during a conversation with the initiator, the recipient can determine the initiator's call intent and thus the business category to which that intent belongs. In response to a triggered interaction element for a pre-plan query, a search area is displayed, including a category adjustment area and an editing area. This allows the recipient to select a target business category matching the initiator's call intent in the category adjustment area and further edit the search content in the editing area based on the call intent. This accurately retrieves pre-plan information within the target business category and provides it back to the recipient. The search area, including both category adjustment and editing areas, provides the recipient with targeted search tools, enabling them to perform targeted searches based on the current business scenario, further improving search accuracy and response efficiency.

[0357] In one embodiment, the contingency plan display module 1606 is further configured to, in response to a viewing operation of the contingency plan information, display attribute description content for the contingency plan information and contingency plan content for push; the attribute description content includes at least one of intent items, category directories or business categories corresponding to intent items.

[0358] In this embodiment, by viewing the contingency plan information, the session recipient can view the relevant attribute content and specific content to be distributed, such as the intent items to which the contingency plan information applies, the category directory or business category corresponding to the intent items, etc. This can help the session recipient quickly understand the role and applicable scenarios of the contingency plan information, and can help the session recipient determine whether the current contingency plan information can solve the problem of the session initiator, thereby improving the accuracy of the pushed contingency plan information.

[0359] In one embodiment, the push module 1608 is further configured to, in response to a push trigger event for the pre-plan information, display verification indication information for authenticating the session recipient; in response to an authorization operation on the verification indication information, submit the identity information of the session recipient; and, if the verification is successful, push the pre-plan information to the session initiator.

[0360] In this embodiment, in response to a push notification event for the pre-planned information, a verification instruction is displayed to authenticate the session recipient, instructing the recipient to perform identity verification. In response to an authorization operation on the verification instruction, the recipient's identity information is submitted, thus verifying the recipient's authenticity before pushing the pre-planned information and preventing impersonators from committing fraud. Upon successful verification, the pre-planned information is pushed to the session initiator, effectively preventing impersonators from obtaining the initiator's personal privacy data and thus effectively protecting the security of the initiator's personal privacy information.

[0361] In one embodiment, the push module 1608 is further configured to push the pre-plan information to the session initiator in response to a push trigger event for the pre-plan information during or after the session.

[0362] In this embodiment, the timing of pushing the pre-plan information to the session initiator can be determined by the session recipient. It can be pushed during or after the session, ensuring that the push is not limited by the call status and effectively improving processing efficiency and user experience. Pushing the pre-plan information during the session ensures that it does not affect the session between the initiator and recipient. The initiator can perform corresponding operations according to the received pre-plan information and maintain real-time communication with the recipient. This allows the recipient to understand the initiator's actions in real time and provide timely assistance, helping to better resolve the initiator's call requests and improve service quality.

[0363] In one embodiment, the device further includes a transfer module; the transfer module is also configured to display a transfer interaction element in an interaction area; in response to a transfer trigger event of the transfer interaction element, display a transfer area for transferring the session; and in response to transfer information entered in the transfer area, transfer the session of the session initiator to the session transfer recipient corresponding to the transfer information.

[0364] In this embodiment, a transfer interaction element is displayed in the interaction area to provide a session transfer function. In response to a transfer trigger event on the transfer interaction element, a transfer area for transferring the session is displayed. In response to transfer information entered in the transfer area, the information of the session transfer recipient can be accurately obtained, thereby accurately transferring the session initiator's session to the session transfer recipient. This allows for seeking assistance from other recipients and provides a more reasonable handling solution for the session initiator's call intent.

[0365] In one embodiment, the session processing method is applied to a cloud application, the session receiver is a session customer service representative, the session is an audio call or a video call, and the predicted intent item is obtained by predicting the session data of the session initiator.

[0366] In this embodiment, upon receiving an audio or video call invitation initiated by a user, the system initiates an audio or video call in response to a connection event. An interactive area is displayed for interaction during the audio or video call, showing at least one predicted intent item for the user. This allows the customer service representative to predict the user's call intent before connection or in real-time during the call, displaying it intuitively as a predicted intent item, enabling the representative to quickly understand the user's call intent. The displayed predicted intent items are viewable and operable by the customer service representative. In response to a selection event of a target predicted intent item within the at least one predicted intent item, contingency plan information for the target predicted intent item is displayed, recommending a processing solution corresponding to the user's call intent. This eliminates the need for the representative to search for a solution, saving search time. In response to a push notification event for the contingency plan information, the information can be quickly pushed to the user, effectively improving the response efficiency to user calls. Furthermore, the conversational customer service can independently predict the intent of incoming calls and obtain and push contingency plan information, completing the closed-loop processing of incoming calls without needing assistance from customer service, which can effectively improve service efficiency.

[0367] Each module in the aforementioned session processing device can be implemented entirely or partially through software, hardware, or a combination thereof. These modules can be embedded in or independent of the processor in a computer device, or stored in the memory of a computer device as software, so that the processor can invoke and execute the operations corresponding to each module.

[0368] In one embodiment, a computer device is provided, which may be a terminal, and its internal structure diagram may be as follows: Figure 17As shown, the computer device includes a processor, memory, input / output interfaces, a communication interface, a display unit, and an input device. The processor, memory, and input / output interfaces are connected via a system bus, and the communication interface, display unit, and input device are also connected to the system bus via the input / output interfaces. The processor provides computing and control capabilities. The memory includes non-volatile storage media and internal memory. The non-volatile storage media stores the operating system and computer programs. The internal memory provides an environment for the operation of the operating system and computer programs stored in the non-volatile storage media. The input / output interfaces are used for exchanging information between the processor and external devices. The communication interface is used for wired or wireless communication with external terminals; wireless communication can be achieved through Wi-Fi, mobile cellular networks, NFC (Near Field Communication), or other technologies. When the computer program is executed by the processor, it implements a session processing method. The display unit of the computer device is used to form a visually visible image. It can be a display screen, a projection device, or a virtual reality imaging device. The display screen can be an LCD screen or an e-ink screen. The input device of the computer device can be a touch layer covering the display screen, or buttons, trackballs, or touchpads set on the casing of the computer device, or external keyboards, touchpads, or mice, etc.

[0369] Those skilled in the art will understand that Figure 17 The structure shown is merely a block diagram of a portion of the structure related to the present application and does not constitute a limitation on the computer device to which the present application is applied. Specific computer devices may include more or fewer components than those shown in the figure, or combine certain components, or have different component arrangements.

[0370] In one embodiment, a computer device is also provided, including a memory and a processor, wherein the memory stores a computer program, and the processor executes the computer program to implement the steps in the above method embodiments.

[0371] In one embodiment, a computer-readable storage medium is provided having a computer program stored thereon that, when executed by a processor, implements the steps in the above method embodiments.

[0372] In one embodiment, a computer program product is provided, including a computer program that, when executed by a processor, implements the steps in the above method embodiments.

[0373] It should be noted that the user information (including but not limited to user device information, user personal information, etc.) and data (including but not limited to data used for analysis, data stored, data displayed, etc.) involved in this application are all information and data authorized by the user or fully authorized by all parties, and the collection, use and processing of related data must comply with the relevant laws, regulations and standards of the relevant countries and regions. Users can refuse or conveniently refuse the push notification information involved in this application.

[0374] Those skilled in the art will understand that all or part of the processes in the methods of the above embodiments can be implemented by a computer program instructing related hardware. The computer program can be stored in a non-volatile computer-readable storage medium, and when executed, it can include the processes of the embodiments of the above methods. Any references to memory, databases, or other media used in the embodiments provided in this application can include at least one of non-volatile and volatile memory. Non-volatile memory can include read-only memory (ROM), magnetic tape, floppy disk, flash memory, optical memory, high-density embedded non-volatile memory, resistive random access memory (ReRAM), magnetic random access memory (MRAM), ferroelectric random access memory (FRAM), phase change memory (PCM), graphene memory, etc. Volatile memory can include random access memory (RAM) or external cache memory, etc. By way of illustration and not limitation, RAM can take many forms, such as Static Random Access Memory (SRAM) or Dynamic Random Access Memory (DRAM). The databases involved in the embodiments provided in this application may include at least one type of relational database and non-relational database. Non-relational databases may include, but are not limited to, blockchain-based distributed databases. The processors involved in the embodiments provided in this application may be general-purpose processors, central processing units, graphics processing units, digital signal processors, programmable logic devices, quantum computing-based data processing logic devices, etc., and are not limited to these.

[0375] The technical features of the above embodiments can be combined in any way. For the sake of brevity, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this specification.

[0376] The embodiments described above are merely illustrative of several implementation methods of this application, and while the descriptions are specific and detailed, they should not be construed as limiting the scope of this patent application. It should be noted that those skilled in the art can make various modifications and improvements without departing from the concept of this application, and these all fall within the protection scope of this application. Therefore, the protection scope of this application should be determined by the appended claims.

Claims

1. A session processing method, characterized in that, Applied to a receiving terminal, the method includes: Upon receiving a session invitation initiated by the session initiator, a session is triggered in response to a connection event for the session invitation, and an interactive area for human customer service representatives to interact in the session is displayed. If the intent prediction for the session initiator is successful, at least one predicted intent item for the session initiator is displayed in the interaction area; the at least one predicted intent item is obtained by the intent prediction model based on the session data of the session initiator to predict the intent of the session initiator. In response to the selection event of the target predicted intent item in the at least one predicted intent item by the human customer service representative, display the pre-plan information for the target predicted intent item; If the intention prediction of the session initiator fails, a contingency plan query interaction element is displayed in the interaction area; in response to the human customer service's trigger operation on the contingency plan query interaction element, multiple candidate contingency plan identifiers are displayed; in response to the selection event of the target contingency plan identifier among the multiple candidate contingency plan identifiers, the contingency plan information corresponding to the target contingency plan identifier is displayed. In response to the human customer service representative's request to view the contingency plan information, at least two push channel options for the contingency plan information are displayed. In response to the human customer service representative's switching operation between the at least two push channel options, a preview of the contingency plan information presented under the currently switched push channel option is displayed; the contingency plan information presented under the at least two push channel options is different; In response to a push notification event triggered when the human customer service representative switches to the target push channel option, a verification instruction message for authenticating the human customer service representative is displayed. In response to the authorization operation of the human customer service representative regarding the verification instruction information, the identity information of the human customer service representative is submitted; If the verification is successful, during the session, the pre-planned information matching the target push channel is pushed to the session initiator through the target push channel indicated by the target push channel option.

2. The method according to claim 1, characterized in that, The method further includes: After the contingency plan information is successfully pushed, the archive attribute for the session is displayed in the interaction area, and the corresponding attribute content is automatically filled in the content area corresponding to the archive attribute.

3. The method according to claim 1, characterized in that, The method further includes: If the intent prediction for the session initiator fails, the archive attributes for the session are displayed in the interaction area; The method further includes: After the contingency plan information is successfully pushed, the corresponding attribute content will be automatically filled into the content area corresponding to the archived attribute.

4. The method according to claim 1, characterized in that, In response to the triggering operation of the pre-plan query interaction element, multiple candidate pre-plan identifiers are displayed, including: In response to the triggering operation of the interactive elements of the contingency plan, the query area of ​​the contingency plan information database is displayed; The query area of ​​the contingency plan information database displays multiple business categories and shows multiple candidate contingency plan identifiers under at least one business category.

5. The method according to claim 4, characterized in that, The multiple candidate contingency plan identifiers are sorted in descending order according to the push popularity of the corresponding contingency plan information; the push popularity is associated with the historical push records of the corresponding contingency plan information.

6. The method according to claim 1, characterized in that, The method further includes: The interactive area displays the pre-plan query interactive elements; In response to a trigger operation on the interactive element of the pre-defined query, the search area is displayed; In response to an editing operation in the search area, the search results generated by the editing operation and at least one candidate solution identifier for the search results are displayed.

7. The method according to claim 6, characterized in that, The method further includes: In response to a trigger operation on the pre-defined query interactive element, at least one historical search record is displayed; In response to a selection event of any historical search record among the at least one historical search record, at least one candidate scheme identifier is displayed for the selected historical search record.

8. The method according to claim 6, characterized in that, The search area includes a category adjustment area and an editing area; the response to an editing operation in the search area, displaying the search content generated by the editing operation and at least one candidate solution identifier for the search content, includes: In response to a triggered operation on the category adjustment area, multiple business categories are displayed; In response to a selection event for a target business category among the plurality of business categories, the selected target business category is displayed in the category adjustment area; In response to an editing operation in the editing area, the search content generated by the editing operation and at least one candidate plan identifier corresponding to the search content under the target business category are displayed.

9. The method according to claim 1, characterized in that, The method further includes: In response to the viewing operation of the contingency plan information, the attribute description content of the contingency plan information and the contingency plan content for push are displayed; the attribute description content includes at least one of the intent item, the category directory or business category corresponding to the intent item.

10. The method according to claim 1, characterized in that, The step of pushing the pre-plan information to the session initiator in response to a push trigger event for the pre-plan information includes: During or after the session, in response to a push trigger event for the contingency plan information, the contingency plan information is pushed to the session initiator.

11. The method according to any one of claims 1 to 10, characterized in that, The method further includes: Display the transition interaction element in the interaction area; In response to a transfer trigger event of the transfer interaction element, a transfer area for transferring the session is displayed; In response to transfer information input in the transfer area, the session of the session initiator is transferred to the session transfer recipient corresponding to the transfer information.

12. The method according to any one of claims 1 to 10, characterized in that, The session processing method is applied to cloud applications. The session receiver corresponding to the session initiator is a session customer service representative. The session is an audio call or a video call. The predicted intent item is obtained by predicting the session data of the session initiator.

13. A session processing apparatus, characterized in that, The device, applied to a receiving terminal, includes: The display module is used to trigger a session in response to a connection event for the session invitation initiated by the session initiator, and to display an interactive area for human customer service representatives to interact in the session. The intent display module, when the intent prediction for the session initiator is successful, is used to display at least one predicted intent item for the session initiator in the interaction area; the at least one predicted intent item is obtained by the intent prediction model based on the session data of the session initiator to predict the intent of the session initiator. The contingency plan display module is used to display contingency plan information for the target predicted intent item in response to the selection event of the target predicted intent item by the human customer service representative in the at least one predicted intent item. The push module is configured to: display a contingency plan query interactive element in the interaction area when the intent prediction for the session initiator fails; display multiple candidate contingency plan identifiers in response to the human customer service representative's triggering operation on the contingency plan query interactive element; display contingency plan information corresponding to the target contingency plan identifier in response to the selection event of the target contingency plan identifier among the multiple candidate contingency plan identifiers; display at least two push channel options for the contingency plan information in response to the human customer service representative's switching operation between the at least two push channel options; display a preview of the contingency plan information presented under the currently switched push channel option; the contingency plan information presented under the at least two push channel options is different; display verification instruction information for authenticating the human customer service representative in response to a push triggering event triggered when the human customer service representative switches to the target push channel option; submit the identity information of the human customer service representative in response to the authorization operation of the verification instruction information; and, if the verification is successful, push the contingency plan information matching the target push channel to the session initiator through the target push channel indicated by the target push channel option during the session.

14. The apparatus according to claim 13, characterized in that, The device further includes: The archiving module is used to display the archiving attributes for the session in the interaction area after the contingency plan information is successfully pushed, and to automatically fill the corresponding attribute content in the content area corresponding to the archiving attributes.

15. The apparatus according to claim 13, characterized in that, The display module is also used to display archive attributes for the session in the interaction area if the intent prediction for the session initiator fails. The archiving module is used to automatically fill in the corresponding attribute content in the content area corresponding to the archived attribute after the contingency plan information is successfully pushed.

16. The apparatus according to claim 13, characterized in that, The display module is also used to display a query area for the contingency plan information database in response to the triggering operation of the contingency plan interactive element; multiple business categories are displayed in the query area for the contingency plan information database, and multiple candidate contingency plan identifiers under at least one business category are displayed.

17. The apparatus according to claim 16, characterized in that, The multiple candidate contingency plan identifiers are sorted in descending order according to the push popularity of the corresponding contingency plan information; the push popularity is associated with the historical push records of the corresponding contingency plan information.

18. The apparatus according to claim 13, characterized in that, The device further includes: The search module is configured to display a plan query interactive element in the interactive area; display a search area in response to a trigger operation on the plan query interactive element; and display search content generated by the editing operation and at least one candidate plan identifier for the search content in response to an editing operation in the search area.

19. The apparatus according to claim 18, characterized in that, The search module is further configured to display at least one historical search record in response to a trigger operation on the interactive element for querying the plan; and to display at least one candidate plan identifier for the selected historical search record in response to a selection event of any of the at least one historical search record.

20. The apparatus according to claim 18, characterized in that, The search area includes a category adjustment area and an editing area; the search module is also configured to display multiple business categories in response to a trigger operation on the category adjustment area; and to display the selected target business category in the category adjustment area in response to a selection event of a target business category among the multiple business categories. In response to an editing operation in the editing area, the search content generated by the editing operation and at least one candidate plan identifier corresponding to the search content under the target business category are displayed.

21. The apparatus according to claim 13, characterized in that, The contingency plan display module is also used to respond to the viewing operation of the contingency plan information by displaying the attribute description content of the contingency plan information and the contingency plan content for push; the attribute description content includes at least one of intent items, category directories or business categories corresponding to the intent items.

22. The apparatus according to claim 13, characterized in that, The push module is also used to push the pre-plan information to the session initiator in response to a push trigger event for the pre-plan information during or after the session.

23. The apparatus according to any one of claims 13 to 22, characterized in that, The device further includes: A transfer module is configured to display a transfer interaction element in the interaction area; in response to a transfer trigger event of the transfer interaction element, display a transfer area for transferring the session; and in response to transfer information input in the transfer area, transfer the session of the session initiator to the session transfer recipient corresponding to the transfer information.

24. The apparatus according to any one of claims 13 to 22, characterized in that, The session processing device is applied to cloud applications. The session receiver corresponding to the session initiator is a session customer service representative. The session is an audio call or a video call. The predicted intent item is obtained by predicting the session data of the session initiator.

25. A computer device comprising a memory and a processor, wherein the memory stores a computer program, characterized in that, When the processor executes the computer program, it implements the steps of the method according to any one of claims 1 to 12.

26. A computer-readable storage medium having a computer program stored thereon, characterized in that, When the computer program is executed by a processor, it implements the steps of the method according to any one of claims 1 to 12.

27. A computer program product, comprising a computer program, characterized in that, When the computer program is executed by a processor, it implements the steps of the method according to any one of claims 1 to 12.

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