Barrier-free customer service method, device, equipment and computer program product

Abstract

The embodiments of the present invention provide a barrier-free customer service method, apparatus, device and computer program product. The customer service method includes: in response to a configuration request for a customer service interface from a visually impaired user, activating voice guidance information for configuring the customer service interface; using the voice guidance information to guide the visually impaired user to perform preference configuration operations and obtain barrier-free preferences for the customer service interface; based on the barrier-free preferences and the customer service interface, generating a preference service interface adapted to the visually impaired user; and using the preference service interface to assist the visually impaired user in performing customer service operations. In this embodiment, since the preference service interface is configured based on the preferences of the visually impaired user, when the preference service interface is used to assist the visually impaired user in performing customer service operations, it can not only meet the personalized needs of the visually impaired user, but also effectively ensure the service quality and effect of the visually impaired user.

Description

Technical Field

[0001] The present invention relates to the field of customer service technology, and in particular to a barrier-free customer service method, device, equipment and computer program product. Background Art

[0002] With the rapid development of network technology, customer service work is becoming more and more important. It can not only promote social inclusiveness, but also affect the user experience. At present, the evolving customer service work has found that the visually impaired group faces special challenges in both online shopping and customer service. For example, visually impaired customer service (including: blind customer service, blurred vision customer service, etc.) mainly rely on screen reading software and other auxiliary tools to answer calls and process orders. However, such auxiliary tools often cannot fully meet the personalized needs in different work scenarios, and thus cannot guarantee the service quality and effectiveness of visually impaired customer service. Summary of the invention

[0003] The embodiments of the present invention provide a barrier-free customer service method, apparatus, device and computer program product, which can ensure the quality and effect of customer service operations performed by visually impaired users.

[0004] In a first aspect, an embodiment of the present invention provides a barrier-free customer service method, including:

[0005] In response to a configuration request from a visually impaired user for a customer service interface, activating voice guidance information for configuring the customer service interface;

[0006] Using the voice guidance information to guide the visually impaired user to perform a preference configuration operation to obtain an accessibility preference for the customer service interface;

[0007] Based on the accessibility preference and the customer service interface, generating a preference service interface adapted to the visually impaired user;

[0008] The preference service interface is utilized to assist the visually impaired user in performing customer service operations.

[0009] In a second aspect, an embodiment of the present invention provides a barrier-free customer service device, including:

[0010] A first acquisition module, configured to activate voice guidance information for configuring the customer service interface in response to a configuration request of a visually impaired user for the customer service interface;

[0011] A first determination module is used to guide the visually impaired user to perform a preference configuration operation using the voice guidance information to obtain an accessibility preference of the customer service interface;

[0012] A first generating module, configured to generate a preference service interface adapted to the visually impaired user based on the accessibility preference and the customer service interface;

[0013] The first processing module is used to assist the visually impaired user in performing customer service operations by utilizing the preference service interface.

[0014] In a third aspect, an embodiment of the present invention provides an electronic device, comprising: a memory, and a processor; wherein the memory is used to store one or more computer instructions, wherein the one or more computer instructions, when executed by the processor, implement the barrier-free customer service method in the first aspect mentioned above.

[0015] In a fourth aspect, an embodiment of the present invention provides a computer storage medium for storing a computer program, wherein the computer program enables a computer to implement the barrier-free customer service method in the first aspect when executed.

[0016] In the fifth aspect, an embodiment of the present invention provides a computer program product, comprising: a computer-readable storage medium storing computer instructions, which, when the computer instructions are executed by one or more processors, causes the one or more processors to execute the steps of the barrier-free customer service method shown in the first aspect above.

[0017] The barrier-free customer service method, apparatus, equipment and computer program product provided in the present embodiment can activate voice guidance information for configuring the customer service interface by obtaining a configuration request of a visually impaired user for the customer service interface; then use the voice guidance information to guide the visually impaired user to perform preference configuration operations to obtain the barrier-free preferences of the customer service interface; generate a preference service interface adapted to the visually impaired user based on the barrier-free preferences and the customer service interface; and use the preference service interface to assist the visually impaired user in performing customer service operations. Since the preference service interface is configured based on the preferences of the visually impaired user, it meets the personalized preferences of the visually impaired user. When the visually impaired user performs customer service work based on the preference configuration interface, it can not only meet the personalized needs of the visually impaired user, but also effectively ensure the service quality and effect of the visually impaired user, further improving the practicality of the method. BRIEF DESCRIPTION OF THE DRAWINGS

[0018] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the following briefly introduces the drawings required for use in the embodiments or the description of the prior art. Obviously, the drawings described below are some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0019] Figure 1 A schematic diagram of a scenario of a barrier-free customer service method provided by an embodiment of the present invention;

[0020] Figure 2 A flowchart of a barrier-free customer service method provided by an embodiment of the present invention;

[0021] Figure 3 A schematic diagram of a process of using the preference service interface to assist the visually impaired user in performing customer service operations provided by an embodiment of the present invention;

[0022] Figure 4 A flowchart of another barrier-free customer service method provided by an embodiment of the present invention;

[0023] Figure 5 A schematic diagram of the principle of a barrier-free customer service method provided by an application embodiment of the present invention;

[0024] Figure 6 A schematic diagram of the structure of a barrier-free customer service device provided by an embodiment of the present invention;

[0025] Figure 7 For Figure 6 A schematic diagram of the structure of an electronic device corresponding to the barrier-free customer service device provided in an embodiment is shown. DETAILED DESCRIPTION

[0026] In order to make the purpose, technical solution and advantages of the embodiments of the present invention clearer, the technical solution in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments are part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0027] The terms used in the embodiments of the present invention are only for the purpose of describing specific embodiments, and are not intended to limit the present invention. The singular forms "a", "an", and "the" used in the embodiments of the present invention and the appended claims are also intended to include plural forms, unless the context clearly indicates other meanings, and "multiple" generally includes at least two, but does not exclude the situation of including at least one.

[0028] It should be understood that the term "and / or" used in this article is only a description of the association relationship of associated objects, indicating that there can be three relationships. For example, A and / or B can represent: A exists alone, A and B exist at the same time, and B exists alone. In addition, the character " / " in this article generally indicates that the associated objects before and after are in an "or" relationship.

[0029] As used herein, the words "if" and "if" may be interpreted as "at the time of" or "when" or "in response to determining" or "in response to detecting", depending on the context. Similarly, the phrases "if it is determined" or "if (stated condition or event) is detected" may be interpreted as "when it is determined" or "in response to determining" or "when detecting (stated condition or event)" or "in response to detecting (stated condition or event)", depending on the context.

[0030] It should also be noted that the terms "include", "comprises" or any other variations thereof are intended to cover non-exclusive inclusion, so that a product or system including a series of elements includes not only those elements, but also other elements not explicitly listed, or also includes elements inherent to such a product or system. In the absence of more restrictions, the elements defined by the sentence "comprises a ..." do not exclude the existence of other identical elements in the product or system including the elements.

[0031] In addition, the step sequence in the following method embodiments is only an example and not a strict limitation.

[0032] In order to facilitate understanding of the specific implementation process and implementation effect of the barrier-free customer service method, device, equipment and computer program product in this embodiment, the relevant technology is briefly described below:

[0033] In the application scenarios of customer service, while promoting social inclusion, customer service work has gradually realized that the visually impaired group faces special challenges in online shopping and customer service. In order to achieve equal employment and provide a better customer experience, and to promote the development of barrier-free support technology, it is urgent to establish a customer service environment that allows visually impaired customer service to work smoothly.

[0034] At present, visually impaired customer service (including: blind customer service, blurred vision customer service, etc.) mainly rely on screen reading software and other auxiliary tools to answer calls and process orders, but such auxiliary tools often cannot fully meet the personalized needs in different work scenarios.

[0035] In order to solve the above technical problems, a new customer service solution is urgently needed to enable visually impaired customer service to handle customer consultation, order tracking, problem solving and other tasks more efficiently. Figure 1As shown, this embodiment provides an accessible customer service method, device, equipment and computer program product. The execution subject of the accessible customer service method can be an accessible customer service device 200. It should be noted that the accessible customer service device 200 can be implemented as a local server, a server in the cloud or a preset module. In the case where the accessible customer service device 200 is implemented as a server in the cloud, the accessible customer service method can be executed in the cloud. Several computing nodes (cloud servers) can be deployed in the cloud, and each computing node has computing, storage and other processing resources. In the cloud, multiple computing nodes can be organized to provide a certain service. Of course, a computing node can also provide one or more services. The way to provide the service in the cloud can be to provide a service interface to the outside, and the user calls the service interface to use the corresponding service. The service interface includes a software development kit (Software Development Kit, referred to as SDK), an application programming interface (Application Programming Interface, referred to as API), and the like.

[0036] The barrier-free customer service device 200 is connected to the client 100 in communication, wherein the client 100 is used for customer service personnel to use so as to provide customer service operations (e.g., consulting and answering services, etc.) to the served users. The above-mentioned client 100 can be any computing device with a certain data transmission capability. In specific implementation, the client 100 can be a mobile phone, a personal computer PC, a tablet computer, a setting application, etc. In addition, the basic structure of the client 100 may include: at least one processor. The number of processors depends on the configuration and type of the client. The client 100 may also include a memory, which may be volatile, such as a random access memory (RAM), or non-volatile, such as a read-only memory (ROM), flash memory, etc., or may include both types. The memory usually stores an operating system (OS), one or more application programs, and may also store program data, etc. In addition to the processing unit and the memory, the client 100 also includes some basic configurations, such as a network card chip, an IO bus, a display component, and some peripheral devices, etc. Optionally, some peripheral devices may include, for example, a keyboard, a mouse, an input pen, a printer, etc. Other peripheral devices are well known in the art and will not be described in detail here.

[0037] The barrier-free customer service device 200 refers to a device that can provide barrier-free customer service operations in a network virtual environment, and generally refers to a device that uses the network to perform information planning and barrier-free customer service operations. In terms of physical implementation, the barrier-free customer service device 200 can be any device that can provide computing services and can perform corresponding barrier-free customer service operations, for example, it can be a cluster server, a conventional server, a cloud server, a cloud host, a virtual center, etc. The barrier-free customer service device 200 mainly includes a processor, a hard disk, a memory, a system bus, etc., which is similar to a general computer architecture.

[0038] In the above embodiment, the client 100 is connected to the barrier-free customer service device 200 through a network, and the network connection can be a wireless or wired network connection. If the client 100 can be connected to the barrier-free customer service device 200 through a communication connection, the network standard of the mobile network can be any one of 2G (GSM), 2.5G (GPRS), 3G (WCDMA, TD-SCDMA, CDMA2000, UTMS), 4G (LTE), 4G+ (LTE+), WiMax, 5G, 6G, etc.

[0039] In an embodiment of the present application, the client 100 is used for use by visually impaired users (customer service staff). In order to stably implement customer service operations, the customer service interface can be configured first. At this time, the user can generate a configuration request for the customer service interface through the client 100, wherein the configuration request can be generated through a human-computer interaction interface, a voice interaction operation, and a tactile interaction operation; after obtaining the configuration request for the customer service interface, the configuration request can be sent to an accessible customer service device 200, so that the accessible customer service device 200 can perform configuration operations on the customer service interface based on the configuration request, and assist the visually impaired user to perform corresponding customer service operations based on the customer service interface after the configuration operation.

[0040] The barrier-free customer service device 200 is used to obtain the configuration request sent by the client 100. In response to the obtained configuration request of the visually impaired user for the customer service interface, the voice guidance information for configuring the customer service interface can be activated. The voice guidance information refers to information output in the form of voice broadcast and used to guide the visually impaired user to configure the customer service interface. It may include guidance information for setting visual preferences, guidance information for setting auditory preferences, guidance information for setting tactile preferences, etc. After the voice guidance information is obtained, the voice guidance information can be used to guide the visually impaired user to perform preference configuration operations, so that the barrier-free preference of the customer service interface can be obtained. The barrier-free preference may include at least one of the following: visual preference, auditory preference, tactile preference, etc.

[0041] After obtaining the accessibility preferences, a preference service interface that is compatible with visually impaired users can be generated based on the accessibility preferences and the customer service interface. The preference service interface is a personalized service interface suitable for the preferences of visually impaired users. After obtaining the preference service interface, the preference service interface can be used to assist visually impaired users in performing customer service operations, thereby ensuring the quality and effectiveness of the customer service operations provided to users by visually impaired customer service.

[0042] In this embodiment, since the preference service interface is configured based on the preferences of visually impaired users, it meets the personalized preferences of visually impaired users. When visually impaired users perform customer service work based on the preference configuration interface, it can not only meet the personalized needs of visually impaired users, but also effectively ensure the service quality and effect of visually impaired users.

[0043] Some embodiments of the present invention are described in detail below in conjunction with the accompanying drawings. In the case where there is no conflict between the embodiments, the following embodiments and the features in the embodiments can be combined with each other. In addition, the step sequence in the following method embodiments is only an example and not a strict limitation.

[0044] Figure 2 A flowchart of a barrier-free customer service method provided by an embodiment of the present invention; see attached Figure 2As shown, this embodiment provides a barrier-free customer service method, the execution subject of the method is a barrier-free customer service device (hereinafter referred to as the customer service device). Specifically, the customer service device can be implemented as software, or a combination of software and hardware. When the customer service device is implemented as hardware, it can be various electronic devices that can implement barrier-free customer service operations, including but not limited to personal computers, servers, databases, etc. When the customer service device is implemented as software, it can be installed in the electronic devices listed above. Based on the above-mentioned customer service device, the barrier-free customer service method in this embodiment can include:

[0045] Step S201: In response to a configuration request from a visually impaired user for a customer service interface, activating voice guidance information for configuring the customer service interface.

[0046] Step S202: using voice guidance information to guide the visually impaired user to perform preference configuration operations to obtain barrier-free preferences for the customer service interface.

[0047] Step S203: Based on the accessibility preferences and the customer service interface, a preference service interface adapted to visually impaired users is generated.

[0048] Step S204: using the preference service interface to assist visually impaired users in performing customer service operations.

[0049] The specific implementation process and effects of each of the above steps are described in detail below:

[0050] Step S201: In response to a configuration request from a visually impaired user for a customer service interface, activating voice guidance information for configuring the customer service interface.

[0051] Among them, visually impaired users refer to users with visual impairment or visual lesions. Based on the differences between different visual impairments, visually impaired users may include at least one of the following: blind users and users with blurred vision. Blind users may include at least one of the following: totally blind users and semi-blind users (or amblyopic users). The above-mentioned totally blind users refer to users who lose their response to light, and semi-blind users refer to users whose vision is less than 60% of normal vision. Users with blurred vision may include at least one of the following: users with far vision impairment, users with near vision impairment, etc.

[0052] In order to ensure the quality and effect of the customer service operations performed by the visually impaired user, when the visually impaired user provides customer service to the user as a customer service staff, the visually impaired user can first configure the customer service interface, and then provide customer service operations to the served user based on the configured customer service interface. At this time, the customer service device can obtain the configuration request of the visually impaired user for the customer service interface. In some instances, the configuration request can be implemented as any one of the following: a registration operation input by the user for the customer service device, a first login operation input by the user for the customer service device, and a configuration request of the customer service interface actively triggered by the user for the customer service device. The above-mentioned configuration request of the customer service interface actively triggered by the user for the customer service device may include: a configuration request of the customer service interface actively input by the visually impaired user through a Braille keyboard, a configuration request of the customer service interface actively input by the visually impaired user through a voice interaction device, a configuration request of the customer service interface actively input by the visually impaired user through a pressure sensor or a temperature sensor, and the like.

[0053] In addition, this embodiment does not limit the specific implementation method for the customer service device to obtain the configuration request. In some instances, the customer service device can obtain the configuration request for the customer service interface through human-computer interaction, or the configuration request can be stored in a preset device or a preset area, and the customer service device can actively or passively obtain the configuration request for the customer service interface through the preset device or the preset area.

[0054] Specifically, the customer service device may be pre-set with voice guidance information for configuring the customer service interface. The voice guidance information may refer to guidance information broadcasted in voice form, such as: "Please configure the volume of the voice broadcast", "Please select the timbre of the voice broadcast", "Please configure the tactile type of the keystrokes on the Braille keyboard", "Please configure the display icons or display style in the customer service interface", etc. After obtaining the configuration request for the customer service interface, in response to the configuration request for the customer service interface by the visually impaired user, the voice guidance information for configuring the customer service interface may be activated, that is, the obtained configuration request may trigger and start the broadcasting operation of the voice guidance information, so as to guide the visually impaired user to perform the configuration operation of the customer service interface based on the voice guidance information.

[0055] Step S202: using voice guidance information to guide the visually impaired user to perform preference configuration operations to obtain barrier-free preferences for the customer service interface.

[0056] After activating the voice guidance information used to configure the customer service interface, the voice guidance information can be used to guide visually impaired users to perform preference configuration operations. Specifically, after the voice guidance information is voice broadcast, the user can interact with the customer service device in response to the voice guidance information to obtain guidance feedback information input by the user in response to the voice guidance information, and then the guidance feedback information can be analyzed and processed to obtain the accessibility preferences of the customer service decryption.

[0057] It should be noted that the interactive operation may correspond to different operation types. When the types of interactive operations are different, the obtained guidance feedback information may correspond to different expressions. For example, when the interactive operation is a voice interactive operation, the obtained guidance feedback information may be voice feedback information; when the interactive operation is a touch interactive operation, the obtained guidance feedback information may be touch feedback information; when the interactive operation is an interface interactive operation, the obtained guidance feedback information may be interface interaction feedback information. This effectively ensures the accuracy and reliability of the acquisition of the guidance feedback information.

[0058] After obtaining the guidance feedback information, the accessibility preferences of the customer service interface can be obtained based on the guidance feedback information, wherein the accessibility preferences may include at least one of the following: visual preferences, auditory preferences, and tactile preferences. The above-mentioned visual preferences may include at least one of the following: the size, color, interface display style, display type of application module (whether displayed or hidden, etc.) of the font displayed in the customer service interface, etc. The above-mentioned auditory preferences may include at least one of the following: voice volume, voice timbre, voice type (dialect, Mandarin, etc.). The above-mentioned tactile preferences may include at least one of the following: vibration preference, pressure preference, and temperature preference corresponding to the tactile unit. The tactile unit may include a Braille keyboard, a temperature sensor, a pressure sensor, a Braille display, etc., thereby effectively ensuring the accuracy and reliability of obtaining the accessibility preferences.

[0059] Step S203: Based on the accessibility preferences and the customer service interface, a preference service interface adapted to visually impaired users is generated.

[0060] After obtaining the accessibility preferences, the accessibility preferences and the customer service interface can be analyzed and processed to generate a preference service interface that is compatible with visually impaired users. In some instances, the preference service interface can be generated by a pre-trained large language model. At this time, generating a preference service interface that is compatible with visually impaired users based on the accessibility preferences and the customer service interface can include: obtaining a pre-trained large language model; inputting the accessibility preferences and the customer service interface into the large language model, and obtaining a preference service interface that is compatible with visually impaired users output by the large language model.

[0061] In other instances, the preference service interface can not only be generated through a large language model, but also can be obtained by analyzing the accessibility preferences and the customer service interface through a preset algorithm. In this case, generating a preference service interface suitable for visually impaired users based on the accessibility preferences and the customer service interface in this embodiment may include: obtaining the original interface features of the customer service interface; adjusting the original interface features using the accessibility preferences to obtain the adjusted interface features; and generating a preference service interface suitable for visually impaired users using the adjusted interface features and the customer service interface, thereby effectively ensuring the accuracy and reliability of the generation of the preference service interface.

[0062] For the generated preference service interface, since the preference service interface is a service interface obtained by configuring based on voice guidance information, when a visually impaired user performs customer service operations based on the preference service interface, he may find that the configured preference service interface is not suitable for his customer service operations, and it is easy to reduce the quality and efficiency of the customer service operations. At this time, in order to improve the quality and efficiency of customer service, after generating a preference service interface adapted to the visually impaired user, the visually impaired user can make custom adjustments to the preference service interface. At this time, the method in this embodiment may include: obtaining an interface adjustment request input by the visually impaired user for the preference service interface; based on the interface adjustment request, obtaining voice adjustment guidance information for customizing the preference service interface; using the voice adjustment guidance information to guide the visually impaired user to adjust the preference service interface to obtain the adjusted preference interface.

[0063] Specifically, in order to implement a customized adjustment operation for the preference service interface, an interface adjustment request input by a visually impaired user for the preference service interface may be obtained, wherein the interface adjustment request may be obtained through human-computer interaction, voice interaction, or touch interaction. The following takes obtaining the interface adjustment request through human-computer interaction, voice interaction, or touch interaction as examples:

[0064] In Example 1, an interface adjustment request is obtained through a voice interaction operation. At this time, obtaining the interface adjustment request input by a visually impaired user for a preference service interface may include: obtaining the voice command input by the visually impaired user for the preference service interface through a voice interaction device; and determining the interface adjustment request for the preference service interface based on the voice command, thereby effectively ensuring the accuracy and reliability of the generation of the interface adjustment request.

[0065] In Example 2, an interface adjustment request can be obtained through a human-computer interaction operation. In this case, obtaining an interface adjustment request input by a visually impaired user for a preference service interface may include: displaying the human-computer interaction interface through a voice interaction device; obtaining an execution operation input by the user in the human-computer interaction interface; and determining an interface adjustment request for the preference service interface based on the execution operation. This effectively ensures the flexibility and reliability of generating interface adjustment requests.

[0066] In Example 3, the interface adjustment request can be obtained through a touch interaction operation. At this time, obtaining the interface adjustment request input by a visually impaired user for the preference service interface may include: obtaining the touch interaction operation input by the visually impaired user for the preference service interface through a tactile device, wherein the touch operation may include at least one of the following: a pressing operation on the pressure sensor input, a temperature adjustment operation on the temperature sensor input, a vibration trigger operation on the vibration sensor input, and the like; after obtaining the touch interaction operation, the interface adjustment request for the preference service interface may be determined based on the touch interaction operation, which also ensures the flexibility and reliability of generating the interface adjustment request.

[0067] After obtaining the interface adjustment request, voice adjustment guidance information for customizing the preference service interface can be obtained based on the interface adjustment request. In some instances, the voice adjustment guidance information can be information pre-stored in a preset area or preset device. At this time, after obtaining the interface adjustment request, the voice adjustment guidance information can be obtained by accessing the preset area or preset device based on the interface adjustment request, or the voice adjustment guidance information can be automatically generated based on the triggering of the interface adjustment request. In addition, for the voice adjustment guidance information, the voice adjustment guidance information can be the same as or different from the "voice guidance information" in the above steps, and those skilled in the art can flexibly adjust the voice adjustment guidance information according to specific application scenarios or application requirements.

[0068] After obtaining the voice adjustment guidance information, the voice adjustment guidance information can be used to guide visually impaired users to adjust the preference service interface. For example, the adjustment operation of the preference service interface may include adjusting the display style, display mode, and display layout of the preference service interface. Specifically, it may include: changing the shortcut keys in the preference service interface, adjusting the display font of the preference service interface, adjusting the interface style of the preference service interface, etc., so as to obtain the adjusted preference interface.

[0069] In some other instances, after generating a preference service interface adapted for visually impaired users, the user can perform configuration operations on the display unit in the preference service interface. At this time, the method in this embodiment may also include: when the visually impaired user is a non-blind user, obtaining display configuration information of the non-blind user for the display unit in the preference service interface; and configuring the display unit in the preference service interface based on the display configuration information.

[0070] Specifically, since the visually impaired user can be a blind user or a non-blind user, different types of visually impaired users may have different display requirements for the preference service interface. Therefore, in order to improve the quality and effectiveness of customer service operations, non-blind users can use the customer service interface to provide users with better services. At this time, in order to meet the personalized needs of non-blind users for customer service operations, when the visually impaired user is a non-blind user, the customer service device can obtain the display configuration information of the non-blind user for the display unit in the preference service interface. The above-mentioned display unit may include at least one of the following: a communication program, a data query program, etc. The display configuration information is used to configure whether the display unit is displayed in the preference service interface, or to configure the display type of the display unit, etc.

[0071] Since multiple display units can be arranged in a preference service interface, in order to meet the interface display requirements of users with different visual impairments, the display units in the preference service interface can be configured based on the display configuration information of the display units in the preference service interface for non-blind users. In some instances, configuring the display units in the preference service interface based on the display configuration information may include: determining the to-be-displayed units that need to be displayed in the preference service interface and the to-be-hidden units that do not need to be displayed in the preference service interface based on the display configuration information; and then displaying the to-be-displayed units in the preference service interface and hiding the to-be-hidden units in the preference service interface, that is, the to-be-hidden units are not displayed in the preference service interface.

[0072] In other instances, not only can the display unit be configured based on the display configuration information as to whether to display, but the display form or display position of the display unit can also be configured. In this case, configuring the display unit in the preference service interface based on the display configuration information may include: determining the display form or display position of the display unit in the preference service interface based on the display configuration information; and performing display operations on the display unit in the preference service interface based on the display form or display position, thereby effectively realizing flexible configuration operations on the display unit, thereby meeting the personalized display needs of non-blind users for the preference service interface.

[0073] Step S204: using the preference service interface to assist visually impaired users in performing customer service operations.

[0074] After obtaining the preference service interface, the preference service interface can be used to provide customer service operations to visually impaired users. Since the preference service interface is configured based on the preference information of visually impaired users, visually impaired users can be provided with customer service operations based on the preference service interface, which can ensure the quality and effectiveness of the customer service operations performed by visually impaired users.

[0075] In some instances, in order to improve and ensure the quality and effectiveness of customer service operations, the present embodiment provides a technical solution that allows visually impaired users to collaborate with other users. At this time, using the preference service interface to assist visually impaired users in performing customer service operations may include: obtaining the service collaboration request of the visually impaired user; determining the collaborative user corresponding to the service collaboration request in the customer service work platform; and using the preference service interface and the collaborative user to assist the visually impaired user in performing customer service operations.

[0076] Among them, when a visually impaired user is unable to provide accurate answers to customer service questions raised by the user based on the preference service interface, the visually impaired user can seek collaborative operations from other users to provide accurate answers to the customer service questions raised by the user. At this time, the visually impaired user can input a service collaboration request to the customer service device, so that the customer service device obtains the service collaboration request of the visually impaired user. The method for obtaining the service collaboration request is similar to the method for obtaining the "configuration request" in the above embodiment. Please refer to the above statement for details, which will not be repeated here.

[0077] After obtaining the service collaboration request of the visually impaired user, the collaborative user corresponding to the service collaboration request can be determined in the customer service work platform. In some instances, the collaborative user can be determined based on the number of customer service tasks and a preset balancing algorithm, wherein the collaborative user can be a customer service user with fewer customer service tasks in the customer service work platform, or the collaborative user can be an idle customer service user in the customer service work platform.

[0078] After obtaining the collaborative user, the preferred service interface and the collaborative user can be used to assist the visually impaired user in performing customer service operations. In some instances, assisting the visually impaired user in performing customer service operations by using the preferred service interface and the collaborative user can include: using the preferred service interface to establish a collaborative service interface between the collaborative user and the visually impaired user; assisting the visually impaired user in performing customer service operations based on the collaborative service interface, thereby ensuring the quality and effect of the customer service operations. Alternatively, assisting the visually impaired user in performing customer service operations by using the preferred service interface and the collaborative user can include: using the preferred service interface and the visually impaired user to generate collaborative operation information; sending the collaborative operation information to the customer service interface corresponding to the collaborative user, so that the collaborative user can understand the relevant information of the customer service based on the collaborative operation information displayed in the customer service interface, and then obtaining the feedback information input by the collaborative user in the customer service interface, and synchronizing the feedback information to the visually impaired user, so that the visually impaired user can obtain the feedback information, and provide the user with customer service operations based on the feedback information, thereby effectively ensuring the quality and effect of the customer service operations.

[0079] In some other instances, after using the preference service interface to assist visually impaired users in performing customer service operations, in order to improve the quality and effectiveness of customer service operations, the user may also optimize and adjust the preference service interface as needed. At this time, the method in this embodiment may further include: obtaining feedback information input by the visually impaired user for the preference service interface; optimizing the preference service interface based on the feedback information to obtain an optimized service interface.

[0080] Specifically, in the process of visually impaired users providing customer service to users based on the preference service interface, visually impaired users can provide feedback on any configurable feature in the preference service interface, thereby obtaining the feedback information input by the visually impaired users for the preference service interface, wherein the specific method of obtaining the feedback information is similar to the method of obtaining the "service collaboration request" in the above-mentioned embodiment, and please refer to the above-mentioned statements for details, which will not be repeated here.

[0081] Feedback information may include positive feedback information and negative feedback information. Positive feedback information may include like operation information, favorable comment operation information, high score operation information, etc. Negative feedback information may include dislike operation information, unfavorable comment operation information, low score operation information, etc. Since feedback information can reflect the satisfaction of visually impaired users with the preferred service interface, in order to improve the work quality and efficiency of visually impaired users, after obtaining the feedback information, the preferred service interface may be optimized based on the feedback information, thereby obtaining an optimized service interface.

[0082] In some instances, optimizing the preference service interface based on the feedback information to obtain the optimized service interface may include: obtaining negative feedback information for the preference service interface included in the feedback information; determining the configurable features corresponding to the negative feedback information, optimizing the configurable features in the preference service interface based on the negative feedback information, and obtaining the optimized service interface. For example, when the negative feedback information is information input by the user for the font size in the preference service interface, the font size in the preference service interface may be adjusted based on the negative feedback information, for example, increasing, decreasing, brightening, darkening, changing the font display type, etc.

[0083] It is understandable that, for the positive feedback information included in the feedback information, there is no need to adjust the preference service interface corresponding to the positive feedback information, that is, the preference service interface can be kept unchanged, and the preference service interface at this time has not been optimized. In addition, after obtaining the positive feedback information, the positive feedback information and the interface features in the preference service interface can be associated and stored, and preference statistics can be generated to use the preference statistics as training data for the large language model, which can improve the accuracy and adoption rate of the recommendation information generated by the large language model for visually impaired users.

[0084] The barrier-free customer service method provided in the present embodiment can activate voice guidance information for configuring the customer service interface by obtaining a configuration request of a visually impaired user for the customer service interface; then use the voice guidance information to guide the visually impaired user to perform preference configuration operations to obtain the barrier-free preferences of the customer service interface; generate a preference service interface adapted to the visually impaired user based on the barrier-free preferences and the customer service interface; and use the preference service interface to assist the visually impaired user in performing customer service operations. Since the preference service interface is configured based on the preferences of the visually impaired user, it meets the personalized preferences of the visually impaired user. When the visually impaired user performs customer service work based on the preference configuration interface, it can not only meet the personalized needs of the visually impaired user, but also effectively ensure the service quality and effect of the visually impaired user, further improving the practicality of the method.

[0085] Figure 3 The present invention provides a flowchart of using a preference service interface to assist visually impaired users in performing customer service operations; based on the above embodiment, refer to the attached Figure 3 As shown, this embodiment provides another implementation method of using the preference service interface to assist visually impaired users in performing customer service operations. Specifically, using the preference service interface to assist visually impaired users in performing customer service operations may include:

[0086] Step S301: obtaining the current workflow of the customer service operation and the interaction information between the visually impaired user and the service recipient through the preferred service interface.

[0087] Since the preference service interface can display the service interaction information between the visually impaired user and the service object, after obtaining the preference service interface, the current workflow of the customer service operation and the interaction information between the visually impaired user and the service object can be obtained through the preference service interface. Specifically, the preference service interface can display each process node of the customer service, and determine the current process node through the status of each process node; then, the workflow corresponding to the current process node is determined as the current workflow, which effectively ensures the accuracy and reliability of the determination of the current workflow.

[0088] In addition, in the process of interaction between visually impaired users and service recipients, in order to facilitate the viewing and storage of customer service information, the interaction information between the visually impaired users and the service recipients can be displayed in text form in the preference service interface. At this time, the interaction information between the visually impaired users and the service recipients can be obtained by searching and analyzing the interface content in the preference service interface.

[0089] It should be noted that when the visually impaired user cannot directly interact with the service object in the form of text, the visually impaired user can interact with the service object with the help of a voice-to-text conversion device. Specifically, the customer service device is equipped with a voice-to-text conversion device, and the visually impaired user can input voice interaction information into the customer service device. When the customer service device obtains the voice interaction information, the voice-to-text conversion device can be used to convert the voice interaction information into text interaction information, and the text interaction information can be broadcasted to allow the user to determine whether the converted text interaction information meets the interaction intention of the visually impaired user. If it meets the interaction intention, the visually impaired user can input confirmation information for the text interaction information, and the customer service device can send the converted text interaction information to the service object based on the confirmation information. When the service object gives feedback on the above text interaction information, the text feedback information of the service object can be obtained, and then the voice broadcast device can be used to perform voice broadcast operation on the above text feedback information, thereby effectively realizing that the visually impaired user can quickly and stably interact with the service object, and the interaction information corresponding to the interaction operation can also be recorded in the preference service interface.

[0090] Step S302: Generate service operation suggestions based on the current workflow and interaction information.

[0091] After obtaining the current workflow and interaction information, the current workflow and interaction information may be analyzed and processed to generate service operation suggestions. In some instances, the service operation suggestions may be determined by searching in a database. In this case, based on the current workflow and interaction information, generating service operation suggestions may include: obtaining a database storing multiple service operation suggestions corresponding to workflows and interaction information; searching the database for standard service operation suggestions that match the current workflow and interaction information; determining the standard service operation suggestions as service operation suggestions that are compatible with the current workflow and interaction operation, thereby effectively ensuring the accuracy and reliability of generating the service operation suggestions.

[0092] In other instances, service operation suggestions may be determined not only by searching in a database but also by a large language model. In this case, generating service operation suggestions based on the current workflow and interaction information may include: obtaining the habitual preferences of visually impaired users; based on the habitual preferences, determining a large language model for generating service operation suggestions; and using the large language model to process the current workflow and interaction information to obtain service operation suggestions.

[0093] Since different visually impaired users often have different habits, for example, when performing information query operations for the same problem, different visually impaired users may use different keywords or query statements to search for information for the same problem, and different habits can affect the reasoning operation of the large language model. Therefore, in order to improve the accuracy and reliability of service operation suggestion generation, the habit preferences of visually impaired users can be first obtained, and the habit preferences can include at least one of the following: quick response query type preference, priority preference, common resource preference, and data analysis result preference, etc. The above-mentioned quick response query type preference is used to identify the query statement type and query statement style that visually impaired users are accustomed to for different problems, the above-mentioned priority preference is used to identify the priority tendency of options corresponding to different problems for visually impaired users, the common resource preference is used to identify the search resource type, query resource type, computing resource type, etc. that visually impaired users often use for different tasks, and the data analysis result preference is used to identify the visually impaired user's preference for the form of expression of the output results of different tasks. In some instances, the habit preference can be determined by analyzing and processing the historical service data and user portrait information of visually impaired users.

[0094] After obtaining the habitual preferences of visually impaired users, a large language model for generating service operation suggestions can be determined based on the habitual preferences. Specifically, based on the habitual preferences, determining the large language model for generating service operation suggestions may include: obtaining model training data that satisfies the habitual preferences and is used to generate service operation suggestions; using the model training data to train the large language model to obtain a large language model for generating service operation suggestions, so that a personalized large language model that satisfies the habitual preferences of visually impaired users can be obtained. The large language model can then be used to analyze and process the current workflow and interaction information, so that service operation suggestions can be stably obtained.

[0095] In some other instances, after generating the service operation suggestions, the large language model can be optimized and adjusted based on the service operation suggestions. At this time, the method in this embodiment may also include: obtaining feedback information input by visually impaired users regarding the service operation suggestions; and optimizing and adjusting the large language model based on the feedback information and the service operation suggestions.

[0096] Specifically, after obtaining the service operation suggestions, the visually impaired user can input feedback information for the service operation suggestions. The feedback information can include positive feedback or negative feedback. Positive feedback is used to indicate that the visually impaired user is relatively satisfied with the generated service operation suggestions, and negative feedback is used to indicate that the visually impaired user is dissatisfied with the generated service operation suggestions. Since the feedback information can reflect the inference accuracy of the large language model to a certain extent, after obtaining the feedback information, the large language model can be optimized and adjusted based on the feedback information and the service operation suggestions. Specifically, when the feedback information is positive feedback, the positive feedback and the service operation suggestions can be used as positive samples to optimize and adjust the large language model; when the feedback information is negative feedback, the negative feedback and the service operation suggestions can be used as negative samples to optimize and adjust the large language model, thereby obtaining an optimized large language model, further improving the inference budget accuracy of the large language model.

[0097] Step S303: assisting the visually impaired user to perform customer service operations based on the service operation suggestions.

[0098] After obtaining the service operation suggestions, the service operation suggestions can be used to assist visually impaired users in performing customer service operations. Since the service operation suggestions are in line with the habits and preferences of visually impaired users, the adoption rate of service operation suggestions by visually impaired users is improved. Then, corresponding service operations can be provided to the service objects based on the service operation suggestions, further improving the quality and efficiency of customer service operations.

[0099] In this embodiment, the current workflow of the customer service operation and the interaction information between the visually impaired user and the service object are obtained through the preference service interface, and then service operation suggestions are generated based on the current workflow and interaction information, and the visually impaired user is assisted in performing customer service operations based on the service operation suggestions, which effectively improves the intelligence level of customer service operations, reduces the difficulty of customer service operations, and further ensures the quality and efficiency of customer service operations.

[0100] Figure 4 A flowchart of another barrier-free customer service method provided by an embodiment of the present invention; based on the above embodiment, refer to the attached Figure 4 As shown, after generating the service operation suggestion, the customer service device may output the service operation suggestion. At this time, the method in this embodiment may further include:

[0101] Step S401: Generate prompt information for asking the visually impaired user whether a voice broadcast of the service operation suggestion is required.

[0102] Since visually impaired users are often blind users or users with blurred vision, they cannot obtain the relevant content of the service operation suggestions by viewing the service operation suggestions. Therefore, after obtaining the service operation suggestions, in order to enable visually impaired users to obtain the service operation suggestions in a timely and stable manner, a prompt message can be generated to ask the visually impaired user whether a voice broadcast of the service operation suggestions is required. The prompt message can be a voice prompt message, and its specific content can be flexibly adjusted according to the needs of the application scenario. For example, the voice prompt message can be "Do you need to voice broadcast the service operation suggestions?"

[0103] Specifically, this embodiment does not limit the specific method for generating prompt information. In some instances, the prompt information can be obtained through a pre-trained machine learning model. In this case, generating prompt information for asking visually impaired users whether they need voice broadcast of service operation suggestions can include: obtaining a pre-trained machine learning model; inputting the service operation suggestions into the machine learning model, and obtaining prompt information output by the machine learning model for asking visually impaired users whether they need voice broadcast of service operation suggestions. This effectively ensures the accuracy and reliability of the generation of prompt information.

[0104] In some other instances, prompt information can be implemented not only through a machine learning model but also through a preset algorithm. In this case, generating prompt information for asking visually impaired users whether they need voice broadcast of service operation suggestions may include: after obtaining the service operation suggestions, the service operation suggestions may be analyzed and processed using a preset algorithm, so that prompt information for asking visually impaired users whether they need voice broadcast of service operation suggestions may be stably generated.

[0105] Step S402: interact with the visually impaired user based on the prompt information, and obtain feedback information input by the visually impaired user on whether voice broadcasting of the service operation suggestion is required.

[0106] After obtaining the prompt information, an interactive operation can be performed with the visually impaired user based on the prompt information. The interactive operation can be a voice interactive operation, a human-computer interactive operation, or a touch interactive operation, etc., so as to obtain feedback information input by the visually impaired user on whether a voice broadcast of the service operation suggestions is required.

[0107] It can be understood that different types of interactive operations may correspond to different types of feedback information. For example, when the interactive operation is a voice interactive operation, the feedback information obtained may be voice feedback information; when the interactive operation is a human-computer interactive operation, the feedback information obtained may be text feedback information; when the interactive operation is a touch interactive operation, the feedback information obtained may be tactile feedback information. This effectively ensures the accuracy and reliability of the feedback information.

[0108] Step S403: outputting service operation suggestions based on the feedback information.

[0109] For service operation suggestions, in order to enable visually impaired users to quickly and clearly understand the service operation information, the service operation can be output. For service operation suggestions, there can be different corresponding output methods, such as: outputting the service operation suggestions in the form of voice broadcast, outputting the service operation suggestions in the form of interface display, etc. Specifically, outputting service operation suggestions based on feedback information may include: when the feedback information is the first feedback information that requires voice broadcast of the service operation suggestion, the service operation suggestion is voice broadcast; when the feedback information is the second feedback information that does not require voice broadcast of the service operation suggestion, the service operation suggestion is displayed using the preference service interface, which effectively realizes the flexible and stable output operation of the service operation suggestion.

[0110] In this embodiment, after generating the service operation suggestion, a prompt message is generated to ask the visually impaired user whether the service operation suggestion needs to be voice broadcast, and then the visually impaired user is interacted with based on the prompt message to obtain feedback information input by the visually impaired user on whether the service operation suggestion needs to be voice broadcast, and the service operation suggestion is output based on the feedback information. This effectively realizes that different methods can be selected to output the service operation suggestion based on the different needs of the visually impaired user, so that the visually impaired user can quickly and stably obtain the service operation suggestion, and then it is convenient to provide customer service operations to the user based on the service operation suggestion, further improving the quality and effect of the customer service operation.

[0111] In specific applications, take the blind customer service as an example of a visually impaired user, refer to the attached Figure 5 As shown, this application embodiment provides an accessibility solution based on a large language model. The execution subject of the solution can be integrated into a customer service system to help blind customer service improve the independence and efficiency of customer service operations. Specifically, the solution may include:

[0112] Step 1: When a blind user logs into the customer service system for the first time, guide the blind user to set up the interface and obtain the preferred service interface.

[0113] Among them, when the blind customer service logs in to the customer service system for the first time, the customer service system can activate voice guidance information for configuring the customer service interface, and the voice guidance information can include a series of voice questions. The specific content of the above voice guidance information can be automatically generated by a pre-trained machine learning model. Then, the blind customer service is interacted with through the voice guidance information to obtain the blind customer service's feedback information on a series of voice questions, and then the customer service interface can be set based on the feedback information. Specifically, the visual preferences (interface display style, interface font display, etc.), auditory preferences (voice broadcast timbre, sound volume, language type, etc.) of the customer service interface can be configured, so as to obtain a personalized preference service interface suitable for the blind customer service.

[0114] Specifically, the above-mentioned tactile preferences are mainly adapted to customer service systems with tactile feedback components, which can convey information or notifications through different tactile signals (such as vibration, temperature change or pressure, etc.). When processing customer requests, it can help blind customer service receive key feedback instead of relying solely on vision or hearing. This is not only conducive to working in a noisy environment or handling multiple tasks at the same time, but also can reduce hearing fatigue or cognitive overload caused by long-term use of headphones or screen readers, and help improve the accuracy and efficiency of task execution.

[0115] In addition, after obtaining the preference service interface, the blind customer service can also customize the taskbar for the preference service interface. Specifically, the application functions that are used frequently in the preference service interface (for example: reply function, quote function, copy function, paste function, etc.) can be obtained, and then a customizable taskbar can be provided for the application functions. Through the taskbar, the application functions that are used frequently can be deployed in an easily accessible interface location. This is conducive to helping blind customer service to customize a preference service interface that meets personal needs in the customer service system.

[0116] In addition, one or more module units or module components are often displayed in the preference service interface. For the above-mentioned module units or module components, the blind customer service can control whether each application unit or each application component needs to be displayed in the preference service interface according to needs. When it is not necessary to display in the preference service interface, the application unit or application component in the preference service interface can be hidden; when it is necessary to display in the preference service interface, the preference service interface can be used to display the application unit or application component; thereby effectively realizing the dynamic adjustment operation of the layout in the preference service interface, which is conducive to improving the adaptability between the preference service interface and the preferences of individual users.

[0117] Step 2: The blind customer service can make real-time customized adjustments to the preferred service interface and obtain the adjusted preferred interface.

[0118] Specifically, after obtaining the preference service interface, the blind customer service can customize the preference service interface according to their needs at any time, such as changing shortcut keys, adjusting voice prompt volume, etc., so that the adjusted preference interface can meet the real-time preferences of the blind customer service.

[0119] It should be noted that the preference service interface can not only be customized and adjusted in real time by the blind customer service, but also can be adjusted through a pre-trained machine learning model. At this time, when the blind customer service performs customer service operations based on the preference service interface, the customer service system can obtain the interaction data of the blind customer service, and automatically adjust the preference service interface based on the interaction data and the preference information set by the blind customer service for the customer service interface. For example: when the current voice volume of the preference service interface is 20, and the interaction data of the blind customer service is "when pressing the control for increasing the voice volume", the current voice volume in the preference service interface can be automatically adjusted from 20 to 30 based on the above interaction data and the preference information set by the blind customer service. This effectively realizes the automatic and efficient adjustment of the preference service interface based on the sensed needs of the blind customer service, which not only improves the intelligence level of the solution, but also helps to improve the quality and efficiency of the customer service of the blind customer service.

[0120] It should be noted that when the blind customer service is relatively satisfied or satisfied with the preference service interface, there is no need to perform real-time custom adjustment operations on the preference service interface. At this time, the customer service system does not need to execute the above step 2 and can directly execute the following step 3.

[0121] Step 3: Assist the blind customer service staff to perform customer service operations based on the preferred service interface.

[0122] Specifically, after obtaining the preference service interface, the workflow and interaction behavior information of the blind user and / or the service object can be obtained based on the preference service interface. The above-mentioned interaction behavior information may include at least one of the following: voice interaction behavior information, blind user response behavior information, application interaction behavior information, human-computer interaction behavior information, etc., and then the workflow and interaction behavior information are analyzed using a pre-trained machine learning model to generate personalized service operation suggestions suitable for the blind customer service, and then the blind customer service can be assisted in performing customer service operations based on the service operation suggestions, which is conducive to improving the independence and work efficiency of the blind customer service.

[0123] It should be noted that for the machine learning model, the machine learning model can be optimized according to the feedback information of the blind customer service. At this time, after obtaining the service operation suggestions, the feedback information input by the blind customer service for the service operation suggestions can be obtained. The feedback information can be positive feedback information or negative feedback information. Then, the machine learning model can be optimized based on the feedback information and the service operation suggestions to obtain the optimized machine learning model. Then, the optimized machine learning model can be used to assist the blind customer service in performing customer service operations, which is conducive to improving the quality and efficiency of customer service operations.

[0124] In some other instances, in order to further improve the quality and efficiency of customer service, the customer service system in the application embodiment can also be combined with other collaborative tools to implement customer service operations. The collaborative tool can be integrated in the customer service system to implement collaborative tools such as instant messaging, file sharing, and work progress tracking. The collaborative tool can promote the collaboration and communication efficiency of the customer service team, so that blind customer service can more easily contact colleagues, obtain help and resources, and ensure service quality and efficiency in solving customer problems; in addition, collaborative tools can also better centrally manage customer service resources and communication records, facilitate information query and backtracking operations, and improve the transparency and traceability of problem solving; and, collaborative tools can realize the sharing of documents and materials, which not only reduces duplication of efforts in work, but also ensures that all team members have the latest information, which is conducive to improving work efficiency and teamwork quality.

[0125] Step 4: Obtain feedback information input by the blind customer service regarding the preference service interface, and optimize and adjust the preference service interface based on the feedback information.

[0126] During the process of performing customer service operations, blind customer service can provide feedback information on the preference service interface. The feedback information may include: rating feedback, evaluation feedback, and thumbs-down feedback, etc., and then the preference service interface can be optimized and adjusted based on the feedback information, and then the blind customer service can be assisted in performing customer service operations based on the optimized and adjusted preference service interface. Specifically, communication with the service object can be carried out based on the optimized and adjusted preference service interface, and when there is an email update, task update or message update, the blind customer service can be notified in a preset manner so that the blind customer service can respond quickly and efficiently, which is conducive to improving the work experience of the blind customer service.

[0127] This application embodiment provides a highly integrated customer service system tailored for blind customer service. The system provides a highly customized customer service interface that can better meet the specific needs of blind customer service. Specifically, the customer service system can support functions such as Braille display support, voice control, and a tactile feedback mechanism that is more suitable for visually impaired people. When the blind customer service uses it for the first time, a simple voice guidance message is used to guide the blind customer service to configure a personalized user interface (User Interface, referred to as UI) preference, such as: using a light touch or Braille keyboard, the type and volume of sound prompts, the intensity of tactile feedback, etc., and then based on the UI preference, a barrier-free preference service interface is tailored for the blind customer service, thereby effectively realizing a highly customized operation of the customer service interface of the blind customer service considering the special needs of the blind customer service, so that it can efficiently handle customer consultation and other customer service tasks based on the customized preference service interface; in addition, the big data model and machine learning algorithm are used to provide personalized recommendations and automated workflow optimization for blind users, further improving the quality and efficiency of customer service operations and ensuring the practicality of the solution.

[0128] Figure 6 A schematic diagram of a barrier-free customer service device provided by an embodiment of the present invention; Figure 6 As shown, this embodiment provides a barrier-free customer service device, which is used to perform the above Figure 2 The barrier-free customer service method shown, the barrier-free customer service device may include:

[0129] The first acquisition module 11 is used to activate voice guidance information for configuring the customer service interface in response to a configuration request for the customer service interface from a visually impaired user.

[0130] The first determination module 12 is used to guide the visually impaired user to perform preference configuration operations using voice guidance information to obtain barrier-free preferences for the customer service interface.

[0131] The first generating module 13 is used to generate a preference service interface adapted to visually impaired users based on the barrier-free preference and the customer service interface.

[0132] The first processing module 14 is used to assist visually impaired users in performing customer service operations by using the preferred service interface.

[0133] In some examples, the accessibility preference includes at least one of: a visual preference, an auditory preference, and a tactile preference.

[0134] In some examples, after generating a preference service interface adapted to visually impaired users, the first acquisition module 11 and the first processing module 14 in this embodiment are used to perform the following steps:

[0135] A first acquisition module 11 is used to acquire an interface adjustment request input by a visually impaired user for a preferred service interface;

[0136] The first processing module 14 is used to obtain voice adjustment guidance information for customizing the preference service interface based on the interface adjustment request; and use the voice adjustment guidance information to guide the visually impaired user to adjust the preference service interface to obtain an adjusted preference interface.

[0137] In some instances, when the first processing module 14 uses the preference service interface to assist visually impaired users in performing customer service operations, the first processing module 14 is used to execute: obtaining the current workflow of the customer service operation and the interaction information between the visually impaired user and the service recipient through the preference service interface; generating service operation suggestions based on the current workflow and interaction information; and assisting the visually impaired user in performing customer service operations based on the service operation suggestions.

[0138] In some instances, when the first processing module 14 generates service operation suggestions based on the current workflow and interaction information, the first processing module 14 is used to perform the following: obtaining the habitual preferences of visually impaired users; determining a large language model for generating service operation suggestions based on the habitual preferences; and using the large language model to process the current workflow and interaction information to obtain service operation suggestions.

[0139] In some instances, after generating a service operation suggestion, the first processing module 14 in this embodiment is used to execute the following: generate prompt information for asking the visually impaired user whether a voice broadcast of the service operation suggestion is required; interact with the visually impaired user based on the prompt information to obtain feedback information input by the visually impaired user regarding whether a voice broadcast of the service operation suggestion is required; and output the service operation suggestion based on the feedback information.

[0140] In some instances, when the first processing module 14 outputs service operation suggestions based on feedback information, the first processing module 14 is used to execute: when the feedback information is first feedback information that requires voice broadcast of the service operation suggestions, the service operation suggestions are voice broadcasted; when the feedback information is second feedback information that does not require voice broadcast of the service operation suggestions, the service operation suggestions are displayed using the preference service interface.

[0141] In some examples, after using the preference service interface to assist visually impaired users in performing customer service operations, the first acquisition module 11 and the first processing module 14 in this embodiment are used to perform the following steps:

[0142] The first acquisition module 11 is used to obtain feedback information input by the visually impaired user on the preference service interface;

[0143] The first processing module 14 is used to optimize the preferred service interface based on the feedback information to obtain an optimized service interface.

[0144] In some examples, after generating a preference service interface adapted to visually impaired users, the first acquisition module 11 and the first processing module 14 in this embodiment are used to perform the following steps:

[0145] The first acquisition module 11 is used to acquire display configuration information of a display unit in a preference service interface of a non-blind user when the visually impaired user is a non-blind user;

[0146] The first processing module 14 is used to configure the display unit in the preference service interface based on the display configuration information.

[0147] In some instances, when the first processing module 14 uses the preference service interface to assist visually impaired users in performing customer service operations, the first processing module 14 is used to execute the following steps: obtaining a service collaboration request from a visually impaired user; determining, in a customer service work platform, a collaborative user corresponding to the service collaboration request; and utilizing the preference service interface and the collaborative user to assist the visually impaired user in performing customer service operations.

[0148] Figure 6 The device shown can perform Figure 1-Figure 5 For the method of the embodiment shown in the figure, the part not described in detail in this embodiment can be referred to Figure 1-Figure 5 The implementation process and technical effects of this technical solution refer to Figure 1-Figure 5 The description in the illustrated embodiment will not be repeated here.

[0149] In one possible design, Figure 6 The structure of the barrier-free customer service device shown can be implemented as an electronic device, which can be a controller, a personal computer, a server, or other devices. Figure 7 As shown, the electronic device may include: a first processor 21 and a first memory 22. The first memory 22 is used to store the corresponding electronic device to execute the above Figure 1-Figure 5 The program of the barrier-free customer service method provided in the illustrated embodiment, the first processor 21 is configured to execute the program stored in the first memory 22 .

[0150] The program includes one or more computer instructions, wherein one or more computer instructions, when executed by the first processor 21, can implement the following steps: in response to a visually impaired user's request for configuration of a customer service interface, activating voice guidance information for configuring the customer service interface; using the voice guidance information to guide the visually impaired user to perform preference configuration operations and obtain accessibility preferences for the customer service interface; based on the accessibility preferences and the customer service interface, generating a preference service interface adapted to the visually impaired user; and using the preference service interface to assist the visually impaired user in performing customer service operations.

[0151] Furthermore, the first processor 21 is also used to execute the aforementioned Figure 1-Figure 5 All or part of the steps in the illustrated embodiments.

[0152] The structure of the electronic device may further include a first communication interface 23 for the electronic device to communicate with other devices or a communication network.

[0153] In addition, an embodiment of the present invention provides a computer storage medium for storing computer software instructions used by electronic devices, which includes instructions for executing the above Figure 1-Figure 5 The procedures involved in the barrier-free customer service method in the illustrated embodiment.

[0154] In addition, an embodiment of the present invention provides a computer program product, including: a computer-readable storage medium storing computer instructions, when the computer instructions are executed by one or more processors, causing the one or more processors to execute the above Figure 1-Figure 5 The steps in the barrier-free customer service method in the method embodiment are shown.

[0155] 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, stored data, displayed data, 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 relevant data must comply with the relevant laws, regulations and standards of relevant countries and regions, and provide corresponding operation entrances for users to choose to authorize or refuse.

[0156] The device embodiments described above are merely illustrative, wherein the units described as separate components may or may not be physically separated, and the components shown as units may or may not be physical units, i.e., they may be located in one place, or they may be distributed on multiple network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the scheme of this embodiment. Those of ordinary skill in the art may understand and implement it without creative effort.

[0157] Through the description of the above embodiments, those skilled in the art can clearly understand that each embodiment can be implemented by adding a necessary general hardware platform, and of course can also be implemented by combining hardware and software. Based on such an understanding, the above technical solution can essentially or in other words be embodied in the form of a computer product, and the present invention can be implemented in the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) containing computer-usable program codes.

[0158] The present invention is described with reference to flowcharts and / or block diagrams of methods, devices (systems), and computer program products according to embodiments of the present invention. It should be understood that each process and / or block in the flowchart and / or block diagram, as well as the combination of processes and / or blocks in the flowchart and / or block diagram, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable device to generate a machine, so that the instructions executed by the processor of the computer or other programmable device generate instructions for implementing the processes in the flowchart and / or block diagram. Figure 1 A process or multiple processes and / or boxes Figure 1 A device that provides the functions specified in a block or multiple blocks.

[0159] These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable device to work in a specific manner, so that the instructions stored in the computer-readable memory produce an article of manufacture including an instruction device, which implements the process Figure 1 A process or multiple processes and / or boxes Figure 1 These computer program instructions can also be loaded onto a computer or other programmable device so that a series of operation steps are executed on the computer or other programmable device to produce a computer-implemented process, so that the instructions executed on the computer or other programmable device provide the functions for implementing the process. Figure 1 A process or multiple processes and / or boxes Figure 1 The steps of the functions specified in the blocks or multiple blocks. In a typical configuration, the computing device includes one or more processors (CPU), input / output interfaces, network interfaces and memory. The memory may include non-permanent memory in a computer-readable medium, random access memory (RAM) and / or non-volatile memory in the form of read-only memory (ROM) or flash RAM. Memory is an example of a computer-readable medium.

[0160] Computer readable media include permanent and non-permanent, removable and non-removable media that can be implemented by any method or technology to store information. Information can be computer readable instructions, data structures, program modules or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory technology, compact disk read-only memory (CD-ROM), digital versatile disk (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices or any other non-transmission media that can be used to store information that can be accessed by a computing device. As defined herein, computer readable media does not include temporary computer readable media (transitory media), such as modulated data signals and carrier waves.

[0161] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention, rather than to limit it. Although the present invention has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that they can still modify the technical solutions described in the aforementioned embodiments, or make equivalent replacements for some of the technical features therein. However, these modifications or replacements do not deviate the essence of the corresponding technical solutions from the spirit and scope of the technical solutions of the embodiments of the present invention.

Claims

1. A barrier-free customer service method, characterized in that: include: In response to a configuration request for a customer service interface from a visually impaired user, activating voice guidance information for configuring the customer service interface; Using the voice guidance information to guide the visually impaired user to perform a preference configuration operation to obtain an accessibility preference for the customer service interface; Based on the accessibility preference and the customer service interface, generating a preference service interface adapted to the visually impaired user; Utilizing the preference service interface to assist the visually impaired user in performing customer service operations; Wherein, using the preference service interface to assist the visually impaired user in performing customer service operations includes: Obtaining the current workflow of the customer service operation and the interaction information between the visually impaired user and the service recipient through the preference service interface; Generate a service operation suggestion based on the current workflow and the interaction information; The visually impaired user is assisted in performing customer service operations based on the service operation suggestions.

2. The method according to claim 1, characterized in that The accessibility preference includes at least one of the following: visual preference, auditory preference, and tactile preference.

3. The method according to claim 1 or 2, characterized in that: After generating a preference service interface adapted to the visually impaired user, the method further includes: Obtaining an interface adjustment request input by the visually impaired user for the preference service interface; Based on the interface adjustment request, obtaining voice adjustment guidance information for customizing the preference service interface; The voice adjustment guide information is used to guide the visually impaired user to adjust the preference service interface to obtain an adjusted preference interface.

4. The method according to claim 1, characterized in that: Based on the current workflow and the interaction information, a service operation suggestion is generated, including: Acquiring the habitual preferences of the visually impaired user; Based on the habitual preferences, determining a large language model for generating service operation suggestions; The current workflow and the interaction information are processed using the large language model to obtain service operation suggestions.

5. The method according to claim 1, characterized in that After generating the service operation suggestion, the method further includes: Generating prompt information for asking the visually impaired user whether a voice broadcast of the service operation suggestion is required; Interacting with the visually impaired user based on the prompt information to obtain feedback information input by the visually impaired user on whether a voice broadcast of the service operation suggestion is required; The service operation suggestion is output based on the feedback information.

6. The method according to claim 5, characterized in that Outputting the service operation suggestion based on the feedback information includes: When the feedback information is the first feedback information requiring voice broadcasting of the service operation suggestion, voice broadcasting of the service operation suggestion; When the feedback information is second feedback information that does not require voice broadcasting of the service operation suggestion, the service operation suggestion is displayed using the preference service interface.

7. The method according to claim 1 or 2, characterized in that: After using the preference service interface to assist the visually impaired user in performing customer service operations, the method further includes: Obtaining feedback information input by the visually impaired user with respect to the preference service interface; The preferred service interface is optimized based on the feedback information to obtain an optimized service interface.

8. The method according to claim 1 or 2, characterized in that: After generating a preference service interface adapted to the visually impaired user, the method further includes: When the visually impaired user is a non-blind user, obtaining display configuration information of the non-blind user for a display unit in the preference service interface; A display unit in the preference service interface is configured based on the display configuration information.

9. The method according to claim 1 or 2, characterized in that: Utilizing the preference service interface to assist the visually impaired user in performing customer service operations includes: Obtaining a service collaboration request from the visually impaired user; In the customer service work platform, determining a collaborative user corresponding to the service collaborative request; The preference service interface and the collaborative user are used to assist the visually impaired user in performing customer service operations.

10. A barrier-free customer service device, characterized in that: include: A first acquisition module, configured to activate voice guidance information for configuring the customer service interface in response to a configuration request of a visually impaired user for the customer service interface; A first determination module is used to guide the visually impaired user to perform a preference configuration operation using the voice guidance information to obtain an accessibility preference of the customer service interface; A first generating module, configured to generate a preference service interface adapted to the visually impaired user based on the accessibility preference and the customer service interface; A first processing module, used to assist the visually impaired user in performing customer service operations using the preference service interface; When the first processing module uses the preference service interface to assist the visually impaired user in performing customer service operations, the first processing module is further used to: obtain the current workflow of the customer service operation and the interaction information between the visually impaired user and the service object through the preference service interface; Generate a service operation suggestion based on the current workflow and the interaction information; The visually impaired user is assisted in performing customer service operations based on the service operation suggestions.

11. An electronic device, characterized in that: include: A memory, a processor; wherein the memory is used to store one or more computer instructions, wherein the one or more computer instructions, when executed by the processor, implement the method as described in any one of claims 1-9.

12. A computer storage medium, characterized in that: Used to store a computer program, which enables a computer to implement the method according to any one of claims 1 to 9 when executed by the computer.

13. A computer program product, characterized in that include: A computer program, when executed by a processor of an electronic device, causes the processor to execute the steps of any one of the methods of claims 1 to 9.

Images