User feedback distribution method, apparatus, device, storage medium and program product

Abstract

The application provides a user feedback distribution method, device, equipment, storage medium and program product. The method comprises the following steps: receiving the user feedback of a target application reported by a terminal device; if the user feedback comprises a first page screenshot of feedback, determining the page identifier of the target application corresponding to the first page screenshot according to the first page screenshot; determining the business system for processing the user feedback according to the page identifier of the target application corresponding to the first page screenshot; and distributing the user feedback to the business system for processing the user feedback. The application improves the accuracy and efficiency of user feedback distribution.

Description

Technical Field

[0001] This application relates to computer technology, and more particularly to a user feedback distribution method, apparatus, device, storage medium, and program product. Background Technology

[0002] If a user encounters a problem while using an application, they can report their feedback (user feedback) to the feedback processing system via their terminal device. Currently, feedback reports, including user problem descriptions and screenshots of the problematic page, can be manually analyzed to identify those requiring processing by the relevant business systems. However, this method of manually distributing user feedback to different business systems suffers from poor accuracy and low efficiency. Summary of the Invention

[0003] This application provides a user feedback distribution method, apparatus, device, storage medium, and program product to improve the accuracy and efficiency of user feedback distribution.

[0004] Firstly, this application provides a user feedback distribution method, the method comprising:

[0005] Receive user feedback on the target application reported by the terminal device;

[0006] If the user feedback includes a screenshot of the first page, then the page identifier of the target application corresponding to the first page screenshot is determined based on the first page screenshot.

[0007] Based on the page identifier of the target application corresponding to the first page screenshot, determine the business system that processes the user feedback;

[0008] The user feedback is distributed to the business system that processes the user feedback.

[0009] Optionally, the database stores a mapping relationship between page screenshots and page identifiers of the target application. The step of determining the page identifier of the target application corresponding to the first page screenshot includes:

[0010] The first page screenshot is matched with page screenshots of the target application pre-stored in the database;

[0011] If a second page screenshot that matches the first page screenshot exists in the database, then the page identifier of the target application corresponding to the second page screenshot is used as the page identifier of the target application corresponding to the first page screenshot.

[0012] Optionally, the database also stores a mapping relationship between the page screenshots and the versions of the target application;

[0013] The step of matching the first page screenshot with pre-stored page screenshots of the target application in the database includes:

[0014] According to the version of the target application from high to low, the first page screenshot is matched with the page screenshots of each version of the target application in the database in turn, until a second page screenshot that matches the first page screenshot is obtained.

[0015] Optionally, the method further includes:

[0016] If none of the page screenshots of the target application in the database match the first page screenshot, then a manual review request based on the user feedback is output; the manual review request is used to request manual confirmation from the business system that processed the user feedback.

[0017] Optionally, the method further includes:

[0018] Receive the manual review response returned based on the manual review request;

[0019] If the manual review response indicates that the business system processing the user feedback is to be processed, then the user feedback is distributed to the business system processing the user feedback.

[0020] If the manual review response indicates that the first page screenshot is not a screenshot of the target application, then the user feedback is discarded.

[0021] Optionally, after using the page identifier of the target application corresponding to the second page screenshot as the page identifier of the target application corresponding to the first page screenshot, the method further includes:

[0022] The version of the target application corresponding to the second page screenshot is taken as the version of the target application corresponding to the first page screenshot;

[0023] The mapping relationship between the first page screenshot, the version of the target application corresponding to the first page screenshot, and the page identifier of the target application corresponding to the first page screenshot is stored in the database.

[0024] Optionally, determining the business system for processing the user feedback based on the page identifier of the target application corresponding to the first page screenshot includes:

[0025] Based on the page identifier of the target application corresponding to the first page screenshot, determine the business attributes corresponding to the user feedback;

[0026] Based on the business attributes corresponding to the user feedback, determine the business system that will process the user feedback.

[0027] Optionally, determining the business system for processing the user feedback based on the page identifier of the target application corresponding to the first page screenshot includes:

[0028] Based on the page identifier of the target application corresponding to the first page screenshot, determine whether the business priority of the first page screenshot is greater than or equal to the preset business priority;

[0029] If the business priority of the first page screenshot is greater than or equal to the preset business priority, then the business system for processing the user feedback is determined based on the page identifier of the target application corresponding to the first page screenshot.

[0030] Optionally, after determining whether the business priority of the first page screenshot is greater than or equal to a preset business priority based on the page identifier of the target application corresponding to the first page screenshot, the step further includes:

[0031] If the business priority of the first page screenshot is lower than the preset business priority, then the user feedback is discarded.

[0032] Secondly, this application provides a user feedback distribution device, the device comprising:

[0033] The receiving module is used to receive user feedback from the target application reported by the terminal device;

[0034] The processing module is configured to, when the user feedback includes a first page screenshot, determine the page identifier of the target application corresponding to the first page screenshot based on the first page screenshot; and determine the business system for processing the user feedback based on the page identifier of the target application corresponding to the first page screenshot.

[0035] The distribution module is used to distribute the user feedback to the business system that processes the user feedback.

[0036] Thirdly, this application provides an electronic device, including: a processor and a memory; the processor and the memory are communicatively connected.

[0037] The memory stores computer-executed instructions;

[0038] The processor executes computer execution instructions stored in the memory to implement the method as described in any one of the first aspects.

[0039] Fourthly, this application provides a computer-readable storage medium storing computer-executable instructions, which, when executed by a processor, are used to implement the user feedback distribution method as described in any of the first aspects.

[0040] Fifthly, this application provides a computer program product, including a computer program that, when executed by a processor, implements the user feedback distribution method described in any of the first aspects.

[0041] The user feedback distribution method, apparatus, device, storage medium, and program product provided in this application, when the user feedback of a target application includes a screenshot of the first page of the target application, can determine the page identifier of the target application corresponding to the first page screenshot. Based on the page identifier of the target application corresponding to the first page screenshot, the business system processing the user feedback can be identified, and the user feedback can then be distributed to that business system. Through this method, after receiving user feedback from a terminal device, the user feedback of the target application is automatically and intelligently distributed without the need for manual analysis. Therefore, this method reduces human error and improves the accuracy and efficiency of user feedback distribution. Attached Figure Description

[0042] To more clearly illustrate the technical solutions in this application or the prior art, the drawings used in the description of the embodiments or the prior art will be briefly introduced below. Obviously, the drawings described below are some embodiments of this application. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort.

[0043] Figure 1 A schematic diagram illustrating an application scenario of the user feedback distribution method provided in this application;

[0044] Figure 2 This application provides a schematic diagram of an application scenario for an anti-processing system;

[0045] Figure 3 This application provides an illustration of another application scenario for the anti-processing system.

[0046] Figure 4 A schematic diagram of the hardware structure of an electronic device 10 for deploying a useful anti-processing system;

[0047] Figure 5 A flowchart illustrating a user feedback distribution method provided in this application;

[0048] Figure 6 A flowchart illustrating a method for determining the page identifier of a target application corresponding to a first page screenshot, as provided in this application;

[0049] Figure 7 This is a diagram illustrating a first page screenshot and a second page screenshot;

[0050] Figure 8 A flowchart illustrating another user feedback distribution method provided in this application;

[0051] Figure 9 This is a schematic diagram of a user feedback distribution device provided in this application.

[0052] The accompanying drawings illustrate specific embodiments of this application, which will be described in more detail below. These drawings and descriptions are not intended to limit the scope of the concept in any way, but rather to illustrate the concepts of this application to those skilled in the art through reference to particular embodiments. Detailed Implementation

[0053] To make the objectives, technical solutions, and advantages of this application clearer, the technical solutions of this application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of this application, not all embodiments. Based on the embodiments of this application, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of this application.

[0054] The following is a brief explanation of some of the terms and concepts used in this application:

[0055] User feedback refers to feedback from users. When using an application, if a user encounters a bug or has a poor user experience, they can report the user's feedback through their device. Feedback typically includes a description of the problem and a screenshot of the problematic page.

[0056] Typically, an application can involve multiple business processes; therefore, different user feedback may relate to different business processes. Thus, different user feedback can be handled by personnel from multiple business systems to improve the accuracy of user feedback processing. For example, taking user feedback for a map navigation application as an example, assuming feedback 1 is about the navigation route display page and feedback 2 is about the placement of the homepage icon, feedback 1 can be handled by personnel from business system 1, which handles the navigation route display page issue, and feedback 2 can be handled by personnel from business system 2, which handles the homepage placement issue.

[0057] Before user feedback is processed by personnel across multiple business systems, it needs to be distributed to the appropriate business systems. Currently, due to the often vague descriptions of user issues and the possibility that screenshots of problematic pages may not match the user's description, existing user feedback distribution is primarily done manually. For example, existing user feedback distribution methods might involve manually analyzing the user feedback, which includes both the user's description and a screenshot of the problematic page, after the user feedback is received by the user feedback processing system, to determine which business system can handle the feedback.

[0058] However, the aforementioned method of distributing user feedback manually suffers from poor accuracy and low efficiency.

[0059] Considering that existing user feedback distribution methods suffer from the aforementioned problems due to manual distribution, this application proposes a method for automating user feedback distribution based on screenshots of the page included in the feedback algorithm. This reduces human error and improves the accuracy and efficiency of user feedback distribution. It should be understood that this application does not limit the executing entity of this user feedback distribution method. Optionally, the executing entity of this user feedback distribution method can be a feedback processing system.

[0060] Figure 1 This is a schematic diagram illustrating an application scenario of the user feedback distribution method provided in this application. For example... Figure 1 As shown, the terminal device can respond to a user-triggered operation to report user feedback on a target application, and report the user feedback to the user feedback processing system. Then, if the user feedback includes a screenshot of the first page of the target application, the user feedback processing system can determine the business system that will handle the user feedback based on the first page screenshot. Assuming the user feedback processing system determines that the business system handling the user feedback is business system 1, the user feedback processing system can then distribute the user feedback to business system 1.

[0061] It should be understood that this application does not limit the type of terminal device described above. The terminal device may also be referred to as user equipment (UE), terminal, etc. For example, the terminal device may be a mobile phone, a portable Android device (PAD), a personal digital assistant (PDA), a handheld device with wireless communication capabilities, a computing device, an in-vehicle device, a wearable device, a virtual reality (VR) terminal device, an augmented reality (AR) terminal device, a wireless terminal in industrial control, a wireless terminal in a smart home, and other electronic devices.

[0062] Furthermore, it should be understood that this application does not limit the number of terminal devices that can be connected to the anti-processing system, nor the number of business systems. Figure 1 This is merely an illustrative explanation of the application scenarios of the user feedback distribution method, using business system 1 and business system 2 as examples.

[0063] Figure 2 This application provides an illustration of an application scenario for an anti-processing system, such as... Figure 2 As shown, in one embodiment, the anti-processing system can be entirely deployed in a cloud environment. A cloud environment is an entity that provides cloud services to users using basic resources under a cloud computing model. A cloud environment includes cloud data centers and cloud service platforms. The cloud data center includes a large amount of basic resources (including computing resources, storage resources, and network resources) owned by the cloud service provider. The computing resources included in the cloud data center can be a large number of electronic devices (e.g., servers). For example, taking the computing resources included in the cloud data center as servers running virtual machines, the anti-processing system can be deployed independently on servers or virtual machines in the cloud data center, or it can be distributed and deployed on multiple servers in the cloud data center, or distributed and deployed on multiple virtual machines in the cloud data center, or distributed and deployed on servers and virtual machines in the cloud data center. Figure 2 As shown, the cloud environment can utilize the user feedback processing system deployed in the cloud data center to provide user feedback distribution services to users.

[0064] Figure 3 This is a schematic diagram illustrating another application scenario of the anti-user processing system provided in this application. The deployment of the anti-user processing system provided in this application is relatively flexible, such as... Figure 3As shown, in another embodiment, the anti-user feedback processing system provided in this application can also be deployed in a distributed manner in different environments. The anti-user feedback processing system provided in this application can be logically divided into multiple parts, each with different functions. Each part of the anti-user feedback processing system can be deployed in any two or three of the following: terminal electronic devices (located on the user side), edge environments, and cloud environments. Terminal electronic devices located on the user side can include, for example, at least one of the following: terminal servers, smartphones, laptops, tablets, personal desktop computers, etc. The edge environment is an environment including a set of edge electronic devices located close to the terminal electronic devices, including: edge servers, edge stations with computing power, etc. The various parts of the anti-user feedback processing system deployed in different environments or devices work together to achieve the function of distributing user feedback. It should be understood that this application does not restrict the specific environments in which the parts of the anti-user feedback processing system are deployed. In practical applications, deployment can be adaptively made according to the computing power of the terminal electronic devices, the resource availability of the edge and cloud environments, or specific application requirements. Figure 3 This is a schematic diagram illustrating an application scenario where an anti-processing system is deployed in both edge and cloud environments.

[0065] The anti-processing system can also be deployed independently on an electronic device in any environment (e.g., deployed independently on an edge server in an edge environment). Figure 4 A schematic diagram of the hardware structure of the electronic device 10 for deploying the useful anti-processing system. Figure 4 The illustrated electronic device 10 includes a memory 11, a processor 12, and a communication interface 13. The memory 11, processor 12, and communication interface 13 are communicatively connected to each other. For example, the memory 11, processor 12, and communication interface 13 can be connected via a network. Alternatively, the electronic device 10 may also include a bus 14. The memory 11, processor 12, and communication interface 13 are communicatively connected to each other via the bus 14. Figure 4 It is an electronic device 10 in which the memory 11, processor 12, and communication interface 13 are connected to each other via bus 14.

[0066] The memory 11 can be a read-only memory (ROM), a static storage device, a dynamic storage device, or a random access memory (RAM). The memory 11 can store programs, which, when executed by the processor 12, enable the processor 12 and the communication interface 13 to execute a user feedback distribution method. The memory can also store data required for user feedback distribution.

[0067] The processor 12 may be a general-purpose central processing unit (CPU), microprocessor, application specific integrated circuit (ASIC), graphics processing unit (GPU), or one or more integrated circuits.

[0068] Processor 12 can also be an integrated circuit chip with signal processing capabilities. In implementation, the functions of the inverse processing system of this application can be accomplished through integrated logic circuits in the hardware of processor 12 or through software instructions. The processor 12 can also be a general-purpose processor, digital signal processor (DSP), application-specific integrated circuit (ASIC), field-programmable gate array (FPGA), or other programmable logic devices, discrete gate or transistor logic devices, or discrete hardware components, capable of implementing or executing the methods, steps, and logic block diagrams disclosed in the embodiments below. A general-purpose processor can be a microprocessor or any conventional processor. The steps of the methods disclosed in the embodiments below can be directly implemented by a hardware decoding processor, or by a combination of hardware and software modules in the decoding processor. The software modules can reside in random access memory, flash memory, read-only memory, programmable read-only memory, electrically erasable programmable memory, registers, or other mature storage media in the art. This storage medium is located in memory 11, and processor 12 reads information from memory 11 and, in conjunction with its hardware, completes the functions of the inverse processing system of this application.

[0069] Communication interface 13 uses transceiver modules, such as, but not limited to, transceivers, to enable communication between electronic device 10 and other devices or communication networks. For example, data sets can be acquired through communication interface 13.

[0070] When the aforementioned electronic device 10 includes a bus 14, the bus 14 may include a path for transmitting information between various components of the electronic device 10 (e.g., memory 11, processor 12, communication interface 13).

[0071] The technical solutions of this application will be described in detail below with reference to specific embodiments. The following specific embodiments can be combined with each other, and the same or similar concepts or processes may not be described again in some embodiments.

[0072] Figure 5 This is a flowchart illustrating a user feedback distribution method provided in this application. Figure 5 As shown, the method may include the following steps:

[0073] S101, Receive user feedback on the target application reported by the terminal device.

[0074] It should be understood that the aforementioned target application can be any type of application, and this application does not limit it. Furthermore, it should be understood that this application does not limit how the terminal device reports user feedback on the target application. The method by which the terminal device reports user feedback on the target application can refer to any existing user feedback reporting method, and will not be elaborated upon here.

[0075] The aforementioned user feedback may include at least one of the following: a screenshot of the target application's first page, a description of the problem, etc. The first page can be any page of the target application.

[0076] S102. If the user feedback includes a screenshot of the first page, then determine the page identifier of the target application corresponding to the first page screenshot based on the first page screenshot.

[0077] For example, the page identifier mentioned above can be a unique code (Identity Document, ID) for the page, or the page name, etc., that can uniquely identify the page of the target application.

[0078] After receiving user feedback on a target application from a terminal device, the anti-processing system can determine whether the user feedback includes a screenshot of the target application's first page. For example, the anti-processing system can first determine whether the user feedback includes an image. If it is determined that the user feedback does not include an image, then the anti-processing system can determine that the user feedback does not include the aforementioned screenshot of the first page.

[0079] If the user feedback is determined to include an image, for example, an anti-processing system can use image matching to match the image with screenshots of the target application stored in a database to determine if the image is a screenshot of the target application. If no matching screenshot of the target application exists in the database, it can be determined that the user feedback does not include a screenshot of the target application. If a matching screenshot of the target application exists in the database, it can be determined that the user feedback includes a screenshot of the target application.

[0080] Optionally, when the anti-processing system determines that the user feedback includes the aforementioned first page screenshot, it can, for example, use the page identifier of a page screenshot in the database that matches the first page screenshot as the page identifier of the target application corresponding to the first page screenshot. Alternatively, the anti-processing system can, for example, extract keywords included in the first page screenshot through text extraction. Then, the anti-processing system can, for example, determine the page identifier of the target application corresponding to the first page screenshot based on the mapping relationship between keywords and page identifiers, and the keywords included in the first page screenshot.

[0081] S103. Based on the page identifier of the target application corresponding to the first page screenshot, determine the business system that will handle the user feedback.

[0082] Optionally, the anti-user feedback processing system may pre-store, for example, the mapping relationship between each page identifier of the target application and the business system. The anti-user feedback processing system can determine the business system that will process the user feedback based on the page identifier of the target application corresponding to the first page screenshot, and the mapping relationship between these page identifiers and the business system. For example, the mapping relationship between each page identifier of the target application and the business system may be shown in Table 1 below:

[0083] Table 1

[0084]

[0085] Taking the mapping relationship shown in Table 1 as an example, assuming that the page identifier of the target application corresponding to the first page screenshot is page identifier 3, then according to this mapping relationship, the anti-processing system can determine that the business system that processes the user feedback is business system 2.

[0086] Optionally, the business systems corresponding to the first page screenshots with different target applications can be the same (as shown in the mapping relationship in Table 1, the business system corresponding to the first page screenshot with page identifier 2 and the business system corresponding to the first page screenshot with page identifier 3 can both be business system 2). Alternatively, the business systems corresponding to the first page screenshots with different page identifiers can also be different.

[0087] S104. Distribute the user feedback to the business system that processes the user feedback.

[0088] Optionally, the reverse processing system can, for example, directly send the aforementioned user feedback to the "business system that processes the user feedback," thereby distributing the user feedback to that business system. By distributing the user feedback to that business system, the business system can then process the user feedback.

[0089] It should be understood that this application does not limit how the business system processes the user feedback. For example, after receiving the user feedback, the business system can display the feedback and respond to user actions by its personnel, thus processing the user feedback. Alternatively, the business system can process the user feedback using any existing automated user feedback processing method.

[0090] In this embodiment, when the user feedback for the target application includes a screenshot of the first page of the target application, the page identifier of the target application corresponding to the first page screenshot can be determined based on the first page screenshot. Based on the page identifier of the target application corresponding to the first page screenshot, the business system processing the user feedback can be identified, and the user feedback can then be distributed to that business system. Through this method, after receiving user feedback from the target application reported by the terminal device, the user feedback is automatically and intelligently distributed without the need for manual analysis. Therefore, this method reduces human error and improves the accuracy and efficiency of user feedback distribution.

[0091] The following example illustrates how the anti-processing system determines the target application's page identifier based on the first page screenshot, using a database that stores the mapping relationship between the target application's page screenshots and page identifiers:

[0092] Figure 6 This application provides a flowchart illustrating a method for determining the page identifier of a target application corresponding to a first page screenshot. Figure 6 As shown, as one possible implementation, the aforementioned step S102 may include the following steps:

[0093] S201. Match the first page screenshot with the page screenshots of the target application that are pre-stored in the database.

[0094] Optionally, the pre-stored page screenshots of the target application in the database may include screenshots of all pages corresponding to at least one version of the target application. Alternatively, considering that some pages may remain unchanged between different versions of the target application, the database may pre-store N screenshots of any page corresponding to any version of the target application. Here, N can be an integer greater than or equal to 0. When N equals 0, that is, the database may not store screenshots of that page corresponding to that version.

[0095] Optionally, the page screenshots of the target application in the database may include those pre-stored by the user in the database. Alternatively, the page screenshots of the target application in the database may also include: page screenshots of the target application included in the user feedback historically reported by the terminal device. In this implementation, the "page screenshots of the target application included in user feedback" in the database may be pre-stored in the database by the anti-processing system.

[0096] In some embodiments, after obtaining the first page screenshot, the anti-processing system can directly match the first page screenshot with all page screenshots of the target application pre-stored in the database.

[0097] Optionally, the matching method for the first page screenshot with any page screenshot in the aforementioned database can refer to any existing image matching method, such as matching based on keywords in the image. For example, the anti-processing system can extract text from the first page screenshot to obtain at least one target keyword. Then, the anti-processing system can use a page screenshot of the target application in the database containing the at least one target keyword as a second page screenshot to match the first page screenshot. The keywords included in the page screenshots of the target application in the database can be pre-stored in the database, or they can be obtained by using the anti-processing system to acquire page screenshots of the target application and extract keywords from each page screenshot.

[0098] For example, taking the target application mentioned above as a map navigation application, Figure 7 This is a schematic diagram of a first page screenshot and a second page screenshot. A de-processing system, for example, can extract text from the first page screenshot to obtain at least one keyword. For example... Figure 7 As shown, assuming that the at least one target keyword includes "navigation", "route", "surroundings", "favorites", "share", etc., the anti-processing system can use the screenshots of the target application's pages containing the keywords "navigation", "route", "surroundings", "favorites", "share" in the database as the second page screenshot to match the first page screenshot.

[0099] Alternatively, a counter-processing system could use image feature-based matching methods, such as extracting interactive elements (e.g., "navigation," "routes," "nearby," "favorites," "share") from two page screenshots, as well as the position and order of these interactive elements on the page, to determine whether the two page screenshots match.

[0100] Alternatively, the anti-processing system can also use image grayscale-based matching methods. For example, it can extract the grayscale of the areas where interactive elements are located in two page screenshots to determine whether the two page screenshots match.

[0101] It should be understood that the above are merely examples of image matching. In specific implementations, the image matching method can be set according to the characteristics of the page of the application to which the image screenshot belongs, and / or design requirements. This application does not limit this.

[0102] In some embodiments, taking the example that the database also stores a mapping relationship between page screenshots and target application versions, the anti-processing system can also match the first page screenshot with the page screenshots of the target application pre-stored in the database according to the version of the target application.

[0103] For example, an anti-processing system can match the first page screenshot with page screenshots of each version of the target application in the database in descending order of the target application version, until a second page screenshot that matches the first page screenshot is obtained, or determine that all page screenshots of the target application in the database do not match the first page screenshot.

[0104] For example, assuming the database stores screenshots of version 1, version 2, and version 3 of the target application, with the versions ordered from highest to lowest as version 3, version 2, and version 1, the anti-processing system can first retrieve the version 3 screenshot from the database based on the mapping relationship between the screenshots and the target application versions. Then, the anti-processing system can match this first screenshot with the version 3 screenshot.

[0105] If the anti-processing system obtains a second page screenshot that matches the first page screenshot from the page screenshot of version 3, then step S202 can be executed. If the anti-processing system determines that all page screenshots of version 3 do not match the first page screenshot, then the page screenshot of version 2 can be obtained from the database based on the mapping relationship between page screenshots and the version of the target application.

[0106] If the anti-processing system obtains a second page screenshot that matches the first page screenshot from the page screenshot of version 2, then step S202 can be executed. If the anti-processing system determines that all page screenshots of version 2 do not match the first page screenshot, then the page screenshots of version 1 can be obtained from the database based on the mapping relationship between page screenshots and the version of the target application.

[0107] If the anti-processing system obtains a second page screenshot that matches the first page screenshot from the page screenshot of version 1, then step S202 can be executed. If the anti-processing system determines that all page screenshots of version 1 do not match the first page screenshot, then it can be determined that all page screenshots of the target application in the database do not match the first page screenshot.

[0108] In this implementation, based on the mapping relationship between page screenshots and target application versions, the first page screenshot is matched sequentially with page screenshots of each version of the target application in the database, in descending order of version. Using this method, when the version of the target application installed on the terminal device is newer (i.e., the version corresponding to the first page screenshot is newer), the anti-processing system can quickly determine the second page screenshot that matches the first page screenshot from the database, improving the efficiency of determining the second page screenshot and further improving the efficiency of user feedback distribution.

[0109] In some embodiments, taking the user feedback as including the version identifier of the target application installed on the terminal device as an example, the anti-processing system can first obtain a screenshot of the target application corresponding to the version identifier from the database. Then, the anti-processing system can match the first screenshot with the "screenshot of the target application corresponding to the version identifier".

[0110] In some embodiments, taking the aforementioned user feedback as an example, which includes the identifier of the operating system of the terminal device, the anti-processing system can, for instance, first obtain a screenshot of the target application's page in that operating system from a database based on the identifier of the terminal device's operating system. Then, the anti-processing system can match the first page screenshot with the "screenshot of the target application's page in that operating system".

[0111] S202. If a second page screenshot that matches the first page screenshot exists in the database, then the page identifier of the target application corresponding to the second page screenshot shall be used as the page identifier of the target application corresponding to the first page screenshot.

[0112] If a second page screenshot matching the first page screenshot exists in the database, it means that the first page screenshot and the second page screenshot are screenshots of the same page (the specific content displayed on the first page and the second page screenshot can be the same or different). Therefore, the anti-processing system can use the page identifier of the target application corresponding to the second page screenshot as the page identifier of the target application corresponding to the first page screenshot.

[0113] In this embodiment, by matching a first page screenshot with page screenshots of the target application in the database, it can be determined whether a second page screenshot matching the first page screenshot exists in the database. When a second page screenshot matching the first page screenshot exists, the identifier of the target application corresponding to the second page screenshot is used as the page identifier of the target application corresponding to the first page screenshot, thus identifying the first page screenshot.

[0114] If none of the screenshots of the target application in the database match the first screenshot, it indicates that the content displayed in the first screenshot may differ significantly from the content of the screenshots stored in the database, leading to a matching failure. Alternatively, it could be that the database does not store a screenshot belonging to the same page as the first screenshot. Therefore, optionally, the anti-processing system can output a request for manual review of the user feedback. This request is used to request manual confirmation from the business system that processed the user feedback.

[0115] In some embodiments, the anti-processing system may also output the aforementioned manual review request when the user feedback does not include a screenshot of the first page of the target application (for example, the user feedback may not include an image, or the included image is not a screenshot of the target application's page).

[0116] It should be understood that this application does not limit how the user feedback processing system outputs the request for manual review. For example, the user feedback processing system can send the request to a manual review terminal. Upon receiving the request, the manual review terminal can, for example, display the user feedback so that a human can review it and confirm the business system that processed the feedback.

[0117] In this embodiment, if all page screenshots of the target application in the database do not match the first page screenshot, or if the user feedback does not include the first page screenshot of the target application, a manual review request can be output to manually confirm the business system that processed the user feedback, thereby improving the flexibility in determining the business system.

[0118] In this implementation, as a further possible approach, the anti-processing system can, for example, also receive a human review response based on the human review request, and perform further operations based on the content indicated by the response. For instance, taking the human review request sent by the anti-processing system to the human review terminal as an example, the anti-processing system can receive the human review response returned by the human review terminal.

[0119] Taking the aforementioned manual review response instruction "the business system that processes the user feedback" as an example, optionally, the feedback processing system can distribute the user feedback to the business system that processes the user feedback. Through this method, the feedback processing system can distribute user feedback according to the business system that processes the user feedback as indicated in the manual review response, improving the flexibility of user feedback distribution, avoiding omissions in user feedback distribution, and further improving the accuracy of user feedback distribution.

[0120] Taking the aforementioned manual review response instruction "The first page screenshot is not a screenshot of the target application" as an example, optionally, the anti-processing system can discard this user feedback. For example, the anti-processing system can discard the user feedback by deleting it.

[0121] Alternatively, in some embodiments, the anti-processing system can also output a prompt message to the terminal device, "to prompt the terminal device to correct the reported page screenshot," when the manual review response indicates "the first page screenshot is not a screenshot of the target application." Accordingly, the terminal device can receive this prompt message. After receiving the prompt message, the terminal device can display it to inform the user that the screenshot in the reported user feedback contains an error. By outputting the aforementioned prompt message to the terminal device when the manual review response indicates "the first page screenshot is not a screenshot of the target application," the user can be informed of the error in the reported user feedback screenshot, thus improving the user experience.

[0122] Taking the aforementioned manual review response instruction "This user feedback does not include images" as an example, optionally, the anti-processing system can output a prompt message to the terminal device stating "This prompts the terminal device to report user feedback that includes a screenshot of the target application's page." Alternatively, the anti-processing system can directly discard the user feedback and not output the aforementioned prompt message to the terminal device.

[0123] Furthermore, as a possible implementation, after the anti-processing system uses the page identifier of the target application corresponding to the second page screenshot as the page identifier of the target application corresponding to the first page screenshot, it can also add the first page screenshot to the database to improve the completeness of the screenshots of the target application stored in the database.

[0124] For example, an anti-processing system can use the version of the target application corresponding to the second page screenshot as the version of the target application corresponding to the first page screenshot. Then, the anti-processing system can store the mapping relationship between the first page screenshot, the version of the target application corresponding to the first page screenshot, and the page identifier of the target application corresponding to the first page screenshot in a database.

[0125] Using the above method, the database can store the mapping relationship between multiple user feedback screenshots of target applications, the version of the target application corresponding to the screenshots, and the page identifier corresponding to the screenshots. For example, the mapping relationship between these three can be shown in Table 2 below:

[0126] Table 2

[0127]

[0128] In this embodiment, by using the version of the target application corresponding to the second page screenshot as the version of the target application corresponding to the first page screenshot, and storing the mapping relationship between the first page screenshot, the version of the target application corresponding to the first page screenshot, and the page identifier of the target application corresponding to the first page screenshot in the database, the completeness of the page screenshots of the target application stored in the database is improved. By improving the page screenshots of the target application in the database, when determining the page identifier of a new first page screenshot in new user feedback, the page screenshot in the more complete database can be matched with the new first page screenshot, improving the accuracy of determining the page identifier of the new first page screenshot, and thus improving the accuracy of distributing the new user feedback.

[0129] The following provides a detailed explanation of how electronic devices determine the business system responsible for handling user feedback based on the page identifier of the target application corresponding to the first page screenshot:

[0130] As one possible approach, the anti-processing system can first determine the business attributes corresponding to the user feedback based on the page identifier of the target application corresponding to the first page screenshot.

[0131] The business attributes corresponding to user feedback can be used to characterize the business domain to which the user's feedback issue belongs. Optionally, the business attributes corresponding to first page screenshots with different page identifiers can be the same or different.

[0132] For example, the anti-user feedback processing system may pre-store the mapping relationship between page identifiers and business attributes of the target application. The anti-user feedback processing system can determine the business attribute corresponding to the user feedback based on the page identifier of the target application corresponding to the first page screenshot, and the mapping relationship between the page identifiers and business attributes. For example, the mapping relationship between the page identifiers and business attributes of the target application may be shown in Table 3 below:

[0133] Table 3

[0134]

[0135] Taking the mapping relationship shown in Table 3 as an example, assuming that the page identifier of the target application corresponding to the first page screenshot is page identifier 1, then according to this mapping relationship, the anti-processing system can determine the business attribute 1 corresponding to the user feedback.

[0136] After determining the business attributes corresponding to the user feedback, the reverse processing system can determine the business system that will handle the user feedback based on these attributes.

[0137] Optionally, a business system may be used to process user feedback on at least one business attribute.

[0138] For example, the feedback processing system may pre-store a mapping relationship between business attributes and business systems. The feedback processing system can determine the business system that will process the user feedback based on the corresponding business attribute and the mapping relationship between the business attribute and the business system. For example, the mapping relationship between the business attribute and the business system may be shown in Table 4 below:

[0139] Table 4

[0140]

[0141] Taking the mapping relationship shown in Table 4 as an example, assuming that the business attribute corresponding to the user feedback is business attribute 1, then according to the mapping relationship, the reverse processing system can determine that the business system that processes the user feedback is business system 1.

[0142] In this embodiment, based on the page identifier of the target application corresponding to the first page screenshot, the business attribute corresponding to the user feedback can be determined. Then, based on this business attribute, the business system that processes the user feedback can be determined. Through the above method, the business system that processes the user feedback can be determined according to the business attribute described in the user feedback. This allows different business systems to handle user feedback with different business attributes. In other words, a business system can focus only on the business attribute corresponding to its own business, thereby reducing the capability requirements for processing user feedback by the business system.

[0143] As another possible implementation, the anti-processing system can also determine whether to continue distributing the user feedback based on the business priority of the first page screenshot before determining the business system that processes the user feedback based on the page identifier of the target application corresponding to the first page screenshot.

[0144] In this implementation, the anti-processing system first determines, for example, whether the business priority of the first page screenshot is greater than or equal to a preset business priority based on the page identifier of the target application corresponding to the first page screenshot. This preset business priority can be, for example, pre-stored in the anti-processing system.

[0145] For example, the anti-processing system can first determine the business priority of the first page screenshot based on the page identifier of the target application corresponding to the first page screenshot, and then determine whether the business priority of the first page screenshot is greater than or equal to a preset business priority. Taking the pre-stored mapping relationship between page identifiers and business priorities in the anti-processing system as an example, the anti-processing system can determine the business priority of the first page screenshot based on the page identifier of the target application corresponding to the first page screenshot, and the aforementioned mapping relationship between page identifiers and business priorities. For example, the aforementioned mapping relationship between page identifiers and business priorities can be shown in Table 5 below:

[0146] Table 5

[0147]

[0148] In this context, it is assumed that level 1 takes precedence over level 2, and level 2 takes precedence over level 3. Taking the mapping relationship shown in Table 5 as an example, assuming that the page identifier of the target application corresponding to the first page screenshot is page identifier 2, then according to this mapping relationship, the anti-processing system can determine that the business priority of the first page screenshot is level 2.

[0149] Taking the aforementioned preset priority level 1 as an example, the anti-processing system can determine that the business priority of the first page screenshot is lower than the preset business priority. Taking the aforementioned preset priority level 3 as an example, the anti-processing system can determine that the business priority of the first page screenshot is higher than the preset business priority.

[0150] If the business priority of the first page screenshot is greater than or equal to the preset business priority, it indicates that the content displayed on the first page has a significant impact on users of the target application, and the user feedback needs to be processed. Therefore, the feedback processing system can execute the above-mentioned step of "determining the business system that processes user feedback based on the page identifier of the target application corresponding to the first page screenshot" to distribute the user feedback to that business system, thereby enabling that business system to process the user feedback.

[0151] In this implementation, for a screenshot of a first page with a business priority greater than or equal to a preset business priority, the business system handling the user feedback can be determined based on the page identifier of the target application corresponding to the first page screenshot, and then the user feedback can be distributed. This method ensures that the business system can handle user feedback with high business priority, thereby ensuring that issues on high-priority pages within the target application can be resolved promptly, thus improving the user experience.

[0152] If the business priority of the screenshot on the first page is lower than the preset business priority, it means that the content displayed on the first page has little impact on users of the target application, and the user feedback can be left unprocessed. Therefore, optionally, the anti-processing system can discard the user feedback. For example, the anti-processing system can discard the user feedback by deleting it.

[0153] In this implementation, user feedback for the first page screenshot with a business priority lower than the preset business priority can be discarded, thus eliminating the need for distribution. This method reduces the number of user feedback requests that the business system handling such feedback needs to process, improves the efficiency of user feedback processing, and ensures that user feedback for the first page screenshot with a business priority greater than or equal to the preset business priority is not overlooked.

[0154] Alternatively, in some embodiments, the anti-processing system can further determine the business priority of the first page screenshot based on the page identifier of the target application corresponding to the first page screenshot, and then determine the order in which to distribute the user feedback to which the first page screenshot belongs based on the business priority of the first page screenshot. For example, the anti-processing system can determine the order in which to distribute the user feedback to which the first page screenshot belongs according to the business priority from high to low. That is, the anti-processing system can first distribute the "user feedback to which the first page screenshot belongs with higher business priority", and then distribute the "user feedback to which the first page screenshot belongs with lower business priority".

[0155] Figure 8 A flowchart illustrating another user feedback distribution method provided in this application. Figure 8 As shown, for example, a user's use of the target application through the terminal device can be considered "starting". If the user encounters a problem while using the target application through the terminal device, they can take a screenshot (i.e., a screenshot of the first page of the target application). The user can then trigger the terminal device to redirect to the user feedback interface of the target application with the screenshot. The terminal device can respond to the user's request to provide further feedback (such as the aforementioned user problem description) and report the feedback (including the aforementioned first page screenshot and other feedback) to the image recognition engine. The feedback processing system may include the image recognition engine and an intelligent distribution service.

[0156] The image recognition engine can receive the aforementioned application and match the first page screenshot included in the application with pre-stored page screenshots of the target application in the database to obtain the page identifier (e.g., page ID) of the first page screenshot. Then, the image recognition engine can transmit the page identifier of the first page screenshot to the intelligent distribution service.

[0157] The intelligent distribution service can determine the business attribute corresponding to the user feedback based on the page ID of the first page screenshot, and then determine the business system that will handle the feedback based on that business attribute. The intelligent distribution service can then distribute the feedback to that business system so that it can process it.

[0158] In this embodiment, the app rejection processing system can obtain the page identifier of the target application corresponding to the first page screenshot in the user feedback. Then, based on the page identifier, the business system that will process the app rejection is determined. By distributing the app rejection to this business system, intelligent distribution is achieved, improving app rejection distribution efficiency, reducing human error, and thus improving the accuracy of app rejection distribution.

[0159] Figure 9 This is a schematic diagram of a user feedback distribution device provided in this application. Figure 9 As shown, the device includes: a receiving module 31, a processing module 32, and a distributing module 33. Among them,

[0160] The receiving module 31 is used to receive user feedback from the target application reported by the terminal device.

[0161] The processing module 32 is configured to, when the user feedback includes a first page screenshot of the target application, determine the page identifier of the target application corresponding to the first page screenshot based on the first page screenshot; and determine the business system for processing the user feedback based on the page identifier of the target application corresponding to the first page screenshot.

[0162] The distribution module 33 is used to distribute the user feedback to the business system that processes the user feedback.

[0163] Taking the mapping relationship between page screenshots and page identifiers of the target application stored in the database as an example, the processing module 32 is specifically used to match the first page screenshot with the page screenshots of the target application pre-stored in the database; when there is a second page screenshot in the database that matches the first page screenshot, the page identifier of the target application corresponding to the second page screenshot is used as the page identifier of the target application corresponding to the first page screenshot.

[0164] Taking the example that the database also stores the mapping relationship between the page screenshots and the version of the target application, the processing module 32 is specifically used to match the first page screenshot with the page screenshots of each version of the target application in the database in descending order of the version of the target application, until a second page screenshot matching the first page screenshot is obtained.

[0165] The processing module 32 is further configured to output a manual review request for the user feedback when all page screenshots of the target application in the database do not match the first page screenshot, or when the user feedback does not include the first page screenshot of the target application. The manual review request is used to request manual confirmation from the business system processing the user feedback.

[0166] Optionally, the receiving module 31 is further configured to receive the manual review response returned based on the manual review request. The distribution module 33 is further configured to distribute the user feedback to the business system processing the user feedback when the manual review response indicates that the user feedback is to be processed. Optionally, the processing module 32 is further configured to discard the user feedback when the manual review response indicates that the first page screenshot is not a screenshot of the target application.

[0167] Optionally, the processing module 32 is further configured to use the version of the target application corresponding to the second page screenshot as the version of the target application corresponding to the first page screenshot; and to store the mapping relationship between the first page screenshot, the version of the target application corresponding to the first page screenshot, and the page identifier of the target application corresponding to the first page screenshot in the database.

[0168] Optionally, the processing module 32 is specifically used to determine the business attributes corresponding to the user feedback based on the page identifier of the target application corresponding to the first page screenshot; and to determine the business system for processing the user feedback based on the business attributes corresponding to the user feedback.

[0169] Optionally, the processing module 32 is specifically used to determine whether the business priority of the first page screenshot is greater than or equal to a preset business priority based on the page identifier of the target application corresponding to the first page screenshot; when the business priority of the first page screenshot is greater than or equal to the preset business priority, the processing system for the user feedback is determined based on the page identifier of the target application corresponding to the first page screenshot.

[0170] Optionally, the processing module 32 is further configured to discard the user feedback when the business priority of the screenshot of the first page is lower than the preset business priority.

[0171] The user feedback distribution device provided in this application is used to execute the aforementioned user feedback distribution method embodiment. Its implementation principle and technical effect are similar, and will not be described in detail here.

[0172] This application also provides a method such as Figure 4 The electronic device 10 shown has a processor 12 that reads a set of computer instructions stored in the memory 11 to execute the aforementioned user feedback distribution method.

[0173] This application also provides a computer-readable storage medium, which may include various media capable of storing program code, such as a USB flash drive, a portable hard drive, a read-only memory (ROM), a random access memory (RAM), a magnetic disk, or an optical disk. Specifically, the computer-readable storage medium stores program instructions, which are used in the methods described in the above embodiments.

[0174] This application also provides a program product including executable instructions stored in a readable storage medium. At least one processor of an electronic device can read the executable instructions from the readable storage medium, and the at least one processor executes the executable instructions to cause the electronic device to implement the user feedback distribution methods provided in the various embodiments described above.

[0175] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of this application, and are not intended to limit them. Although this application has been described in detail with reference to the foregoing embodiments, those skilled in the art should understand that modifications can still be made to the technical solutions described in the foregoing embodiments, or equivalent substitutions can be made to some or all of the technical features therein. Such modifications or substitutions do not cause the essence of the corresponding technical solutions to deviate from the scope of the technical solutions of the embodiments of this application.

Claims

1. A user feedback distribution method, characterized in that, The method includes: Receive user feedback on the target application reported by the terminal device; If the user feedback includes a screenshot of the first page, then the first page screenshot is matched with page screenshots of the target application pre-stored in the database; the database stores a mapping relationship between page screenshots of the target application and page identifiers. If a second page screenshot that matches the first page screenshot exists in the database, then the page identifier of the target application corresponding to the second page screenshot is used as the page identifier of the target application corresponding to the first page screenshot; Based on the page identifier of the target application corresponding to the first page screenshot, determine the business system that processes the user feedback; The user feedback is distributed to the business system that processes the user feedback.

2. The method according to claim 1, characterized in that, The database also stores the mapping relationship between the page screenshots and the versions of the target application; The step of matching the first page screenshot with pre-stored page screenshots of the target application in the database includes: According to the target application version from high to low, the first page screenshot is matched with the page screenshots of each version of the target application in the database in turn, until a second page screenshot that matches the first page screenshot is obtained.

3. The method according to claim 2, characterized in that, The method further includes: If none of the page screenshots of the target application in the database match the first page screenshot, then a manual review request based on the user feedback is output; the manual review request is used to request manual confirmation from the business system that processed the user feedback.

4. The method according to claim 3, characterized in that, The method further includes: Receive the manual review response based on the manual review request; If the manual review response indicates that the business system processing the user feedback is to be processed, then the user feedback is distributed to the business system processing the user feedback. If the manual review response indicates that the first page screenshot is not a screenshot of the target application, then the user feedback is discarded.

5. The method according to claim 2, characterized in that, After using the page identifier of the target application corresponding to the second page screenshot as the page identifier of the target application corresponding to the first page screenshot, the method further includes: The version of the target application corresponding to the second page screenshot is taken as the version of the target application corresponding to the first page screenshot; The mapping relationship between the first page screenshot, the version of the target application corresponding to the first page screenshot, and the page identifier of the target application corresponding to the first page screenshot is stored in the database.

6. The method according to any one of claims 1-5, characterized in that, The step of determining the business system for processing user feedback based on the page identifier of the target application corresponding to the first page screenshot includes: Based on the page identifier of the target application corresponding to the first page screenshot, determine the business attributes corresponding to the user feedback; Based on the business attributes corresponding to the user feedback, determine the business system that will process the user feedback.

7. The method according to any one of claims 1-5, characterized in that, The step of determining the business system for processing user feedback based on the page identifier of the target application corresponding to the first page screenshot includes: Based on the page identifier of the target application corresponding to the first page screenshot, determine whether the business priority of the first page screenshot is greater than or equal to the preset business priority; If the business priority of the first page screenshot is greater than or equal to the preset business priority, then the business system for processing the user feedback is determined based on the page identifier of the target application corresponding to the first page screenshot.

8. The method according to claim 7, characterized in that, After determining whether the business priority of the first page screenshot is greater than or equal to a preset business priority based on the page identifier of the target application corresponding to the first page screenshot, the method further includes: If the business priority of the first page screenshot is lower than the preset business priority, then the user feedback is discarded.

9. A user feedback distribution device, characterized in that, The device includes: The receiving module is used to receive user feedback from the target application reported by the terminal device; The processing module is configured to, when the user feedback includes a first page screenshot, match the first page screenshot with pre-stored page screenshots of the target application in a database; the database stores a mapping relationship between page screenshots of the target application and page identifiers; if a second page screenshot matching the first page screenshot exists in the database, the page identifier of the target application corresponding to the second page screenshot is used as the page identifier of the target application corresponding to the first page screenshot; and determine the business system for processing the user feedback based on the page identifier of the target application corresponding to the first page screenshot. The distribution module is used to distribute the user feedback to the business system that processes the user feedback.

10. An electronic device, characterized in that, include: The processor and the memory; the processor and the memory are communicatively connected. The memory stores computer-executed instructions; The processor executes computer execution instructions stored in the memory to implement the method as described in any one of claims 1 to 8.

11. A computer-readable storage medium, characterized in that, The computer-readable storage medium stores computer-executable instructions, which, when executed by a processor, are used to implement the user feedback distribution method as described in any one of claims 1 to 8.

12. A computer program product, characterized in that, It includes a computer program that, when executed by a processor, implements the user feedback distribution method according to any one of claims 1 to 8.

Images