Video remote helper method and system for government affair service

Abstract

The invention discloses a video remote helper method and system for government affair service, and relates to the technical field of remote service. The method comprises the following steps: determining a first video user and a second video user after detecting that a video remote connection is established; performing voice recording on the first video user based on a video recording module to obtain a first voice data set; positioning a business scene of the current service according to the first voice data set, and determining a service scene; converting the first voice data set according to the service scene to generate a service operation process; and sending the service operation process to a user side of the second video user, guiding the second video user to operate according to the service operation process, and disconnecting the video remote connection after the operation is completed. The technical problem that in the prior art, remote government affair service is low in efficiency and poor in privacy is solved, remote assistance is achieved through video remote connection and intelligent voice processing, and the technical effect of improving government affair service efficiency and privacy is achieved.

Description

Technical Field

[0001] The present invention relates to the field of remote service technology, and in particular to a video remote assistance method and system for government service. Background Art

[0002] At present, in the field of government services, most of them use online communication to provide remote assistance to users. However, due to the user's understanding ability and errors in information transmission, the online communication method often cannot accurately solve the operational difficulties encountered by users in the process of handling, resulting in poor user experience and low handling efficiency. In addition, some systems replace user operations by granting service personnel remote control of user terminals. Although this can solve the user's operational difficulties to a certain extent, this method has great risks in terms of privacy. The user's personal information and privacy are easily exposed, which reduces the user's trust and acceptance of the service. Therefore, the prior art urgently needs a remote assistance method that can effectively guide user operations and protect user privacy, so as to improve the efficiency and user experience of government services. Therefore, the present invention proposes a video remote assistance method and system for government services. Summary of the invention

[0003] The present invention proposes a video remote assistance method and system for government service, which realizes remote assistance for government service through video remote connection and intelligent voice processing, and solves the problems of low efficiency and poor privacy of remote government service in background technology.

[0004] In order to achieve the above object, the present invention proposes a video remote assistance method for government services, the method comprising: When it is detected that a video remote connection is established, a first video user and a second video user are determined, wherein the first video user is a government service object, and the second video user is a government service object; based on a video recording module, the voice of the first video user is recorded to obtain a first voice data set; according to the first voice data set, the business scenario of the current service is located to determine the service scenario; according to the service scenario, the first voice data set is converted to generate a business operation process; the business operation process is sent to the user end of the second video user, the second video user is guided to perform operations according to the business operation process, and the video remote connection is disconnected after the operation is completed.

[0005] Optionally, obtain service demand information of the second video user; parse the service demand information to obtain business categories, process complexity and handling authority levels; input the business categories, process complexity and handling authority levels into a service personnel matching model, wherein the service personnel matching model is embedded with a personnel feature library, and the personnel feature library is composed of the department to which the personnel's business belongs, the personnel's business proficiency and the personnel authority configuration; obtain the matching service personnel corresponding to the second video user according to the service personnel matching model, and establish a video remote connection with the second video user based on the matching service personnel as the first video user.

[0006] Optionally, the video recording module also records the voice of the second video user to obtain a second voice data set; parses the second voice data set to obtain identified process steps, wherein the identified process steps are process steps to be refined; refines the business operation process according to the identified process steps, and outputs an optimized business operation process.

[0007] Optionally, a first terminal corresponding to the first video user and a second terminal corresponding to the second video user are obtained; wherein the first terminal includes multiple remote video ports, and the multiple remote video ports are used to establish remote video connections with multiple users belonging to the second terminal.

[0008] Optionally, the second terminal includes an operation progress recording component, which is used to record the real-time operation progress of the second video user, and the operation progress recording component is synchronously displayed to the first video user corresponding to the first terminal; when the progress abnormality in the operation progress recording component is determined to be abnormal, an abnormal reminder message is sent to the remote video window of the first terminal; a remote control permission request is sent to the second video user according to the abnormal reminder message, and when the remote control permission request is approved, the first video user is guided to perform the operation according to the business operation process.

[0009] Optionally, the condition for determining the progress anomaly in the operation progress recording component as an abnormality is that the operation progress response time is greater than a preset response time, or the user clicks on the operation anomaly reminder component of the operation progress recording component.

[0010] Optionally, based on the full process sample of government service, multiple business scenario samples are obtained; according to the multiple business scenario samples, multiple scenario feature vector samples are output; multiple scenario graphs are generated with the multiple scenario feature vector samples; the scenario feature vector of the first speech data set is extracted, and the scenario feature vector is located in the multiple scene graphs to determine the service scenario.

[0011] Optionally, according to the service scenario, a business process template is retrieved; a process conversion is performed on the first voice data set, a conversion data set is output, the conversion data set is filled into the business process template, and an initialization business operation process is obtained; the initialization business operation process is process verified, and a business operation process is generated after the verification passes.

[0012] The present invention proposes a video remote assistance system for government services, the system comprising: A user determination component is used to determine the first video user and the second video user after detecting that a video remote connection is established, wherein the first video user is a government service object and the second video user is a government service object; a voice recording component is used to record the voice of the first video user based on the video recording module to obtain a first voice data set; a business scenario positioning component is used to locate the business scenario of the current service according to the first voice data set to determine the service scenario; a conversion component is used to convert the first voice data set according to the service scenario to generate a business operation process; an operation guidance component is used to send the business operation process to the user end of the second video user, guide the second video user to perform operations according to the business operation process, and disconnect the video remote connection after the operation is completed.

[0013] Compared with the prior art, the present invention provides a video remote assistance method and system for government services, which has the following beneficial effects: When it is detected that the video remote connection is established, the first video user and the second video user are determined, wherein the first video user is the government service object and the second video user is the government service object. Next, the voice of the first video user is recorded based on the video recording module to obtain the first voice data set. Then, the business scenario of the current service is located according to the first voice data set to determine the service scenario. Further, the first voice data set is converted according to the service scenario to generate a business operation process. Finally, the business operation process is sent to the user end of the second video user, and the second video user is guided to perform the operation according to the business operation process. After the operation is completed, the video remote connection is disconnected. The technical problems of low efficiency and poor privacy of remote government services in the prior art are solved. Through video remote connection and intelligent voice processing, remote assistance is realized, and the technical effect of improving the efficiency and privacy of government services is achieved. BRIEF DESCRIPTION OF THE DRAWINGS

[0014] Figure 1 This is a flow chart of a video remote assistance method for government services provided in an embodiment of the present application; Figure 2A schematic diagram of the structure of a video remote assistance system for government services provided in an embodiment of the present application.

[0015] The figure shows: user confirmation component 11, voice recording component 12, business scenario positioning component 13, conversion component 14, and operation guidance component 15. DETAILED DESCRIPTION

[0016] The following is a detailed description in conjunction with the accompanying drawings and specific implementations. In the following description, many specific details are set forth to facilitate a full understanding of the present invention. However, the present invention can be implemented in many other ways different from those described herein, and those skilled in the art can make similar generalizations without violating the connotation of the present invention. Therefore, the present invention is not limited to the specific embodiments disclosed below.

[0017] The video remote assistance method and system for government services of the present application can be applied to government service halls, community service centers, online government service platforms, enterprise service windows, service points in remote areas and other occasions. Of course, it can also be used in other similar application scenarios. The video remote assistance method and system for government services are described in detail below.

[0018] Embodiment 1, as Figure 1 As shown, the present application provides a video remote assistance method for government services, wherein the method includes: When it is detected that a video remote connection is established, a first video user and a second video user are determined, wherein the first video user is a government service object, and the second video user is a government service object.

[0019] When the system detects that the video remote connection is successfully established, it identifies and determines the two users involved in the connection, namely the first video user and the second video user. The first video user is the government service object, that is, the staff responsible for assisting users in handling relevant government affairs, and the second video user is the government service object, that is, the individual or unit that needs to handle certain government affairs.

[0020] Furthermore, before detecting whether the video remote connection is established, the method further includes: Obtain service demand information of the second video user; parse the service demand information to obtain business categories, process complexity and handling authority levels; input the business categories, process complexity and handling authority levels into a service personnel matching model, wherein the service personnel matching model is embedded with a personnel feature library, and the personnel feature library is composed of the department to which the personnel's business belongs, the personnel's business proficiency and the personnel authority configuration; obtain the matching service personnel corresponding to the second video user according to the service personnel matching model, and establish a video remote connection with the second video user based on the matching service personnel as the first video user.

[0021] Before detecting whether the video remote connection is established, the specific service needs of the second video user are collected through the user's initial submission, filled-in forms or existing business information, including the type of business the user wants to handle, the degree of help required, etc. The obtained service demand information is parsed to extract key elements, including business category (i.e. the specific type of business the user needs to handle, such as taxation, household registration, etc.), process complexity (the complexity of the business process, such as whether it involves multiple steps or requires special operations), and handling authority level (based on the sensitivity of the business or the identity of the user, whether the business requires specific authority to handle); the business category, process complexity and handling authority level are input into the pre-established service personnel matching model, and the service personnel matching model is embedded with a personnel feature library, which includes the personnel business department (the department to which each service personnel belongs), personnel business proficiency (the proficiency of each service personnel in different businesses), and personnel authority configuration (the authority each service personnel has); based on the service personnel matching model, a suitable first video user is matched for the second video user, and after the matching is completed, a video remote connection between the first video user and the second video user is established. Matching the most suitable service personnel according to the user's specific needs improves service efficiency and accuracy, ensures that users can get more professional and targeted help, and reduces confusion and errors in user operations.

[0022] The voice of the first video user is recorded based on the video recording module to obtain a first voice data set.

[0023] When the video remote connection is established, the video collection module is started to capture the voice content of the first video user in real time. After being processed, the collected voice data is converted into a digital format to form a structured first voice data set.

[0024] Furthermore, the video recording module also records the voice of the second video user to obtain a second voice data set; parses the second voice data set to obtain identified process steps, wherein the identified process steps are process steps to be refined; refines the business operation process according to the identified process steps, and outputs an optimized business operation process.

[0025] Preferably, the video recording module not only records the voice of the first video user (government service provider), but also records the voice of the second video user (government service recipient) to form a second voice data set; the second voice data set is parsed through natural language processing technology to identify key process steps mentioned by the user. For example, when the second video user is performing a certain operation, he or she may ask questions or express the current operation problems encountered, thereby judging that the user does not understand a certain step or needs further guidance; through voice analysis, the specific operation steps involved in the user's voice are extracted, which are the identified process steps; based on the parsed identified process steps, the existing business operation process is further refined. For example, the original process may be relatively simple, but based on the feedback from the second video user, more detailed operation instructions can be automatically generated, and more guiding content can be added to ensure that the user can successfully complete the operation; the optimized business operation process is pushed to the second video user to ensure that it has clear guidance when executing each step, thereby reducing confusion in operation and improving service experience.

[0026] The business scenario of the current service is located according to the first voice data set to determine the service scenario.

[0027] The first voice data set is parsed through speech recognition technology to extract business-related keywords or key phrases. For example, the service provider may mention a specific business type (such as "vehicle registration") or a specific operation requirement (such as "upload a file" or "submit a form") in the voice. The extracted keywords are matched with the content in the business scenario database (covering different types of government services and their corresponding operation processes) to determine the current business scenario. For example, if "vehicle registration" is mentioned in the voice, the relevant business scenario is located.

[0028] Furthermore, the method of locating the business scenario of the current service according to the first voice data set and determining the service scenario includes: Based on the full process samples of government services, multiple business scenario samples are obtained; according to the multiple business scenario samples, multiple scenario feature vector samples are output; multiple scenario graphs are generated with the multiple scenario feature vector samples; the scenario feature vectors of the first speech data set are extracted, and the scenario feature vectors are located in the multiple scene graphs to determine the service scenario.

[0029] Preferably, multiple full-process samples of government services are obtained from a predefined government service database, each process sample covers each step from the user entering the service process to completing the operation; each process sample of each government service is analyzed to extract the key operation steps, business requirements and process information therein, and convert this information into a corresponding scene feature vector; each business scene sample corresponds to a scene feature vector, which is used to characterize the core features of the scene. For example, the feature vector of the ID card application scene may include elements such as filling in the application form and submitting the ID card photo; by processing the scene feature vectors of multiple business scene samples, multiple scene graphs are generated. These scene graphs are graphical scene representations, which present the steps, processes and features in each business scene in the form of graphs, and establish the relationship and difference between different scenes; the voice data set of the first video user is processed to extract the scene feature vector related to the current service business, which is generated by the key process steps and business information mentioned in the voice content, reflecting the business needs of the current user operation; according to the extracted scene feature vector, matching and positioning are performed in multiple pre-generated scene graphs, and the scene that best meets the current business needs is determined by comparing the similarity between the current feature vector and the sample feature vector in the graph. The positioning result is the specific business scenario of the current service.

[0030] The first voice data set is converted according to the service scenario to generate a business operation process.

[0031] After locating and determining the current service scenario, a specific operation process related to the scenario is obtained, and a business operation process suitable for the current user needs is generated according to the standard process in the service scenario and the semantic information in the first voice data set.

[0032] Furthermore, the first voice data set is converted according to the service scenario to generate a service operation process, and the method includes: According to the service scenario, a business process template is retrieved; a process conversion is performed on the first voice data set, a conversion data set is output, the conversion data set is filled into the business process template, and an initialization business operation process is obtained; a process verification is performed on the initialization business operation process, and a business operation process is generated after the verification passes.

[0033] Preferably, according to the determined service scenario, a business process template corresponding to the service scenario is retrieved from the database, where the business process template is a basic operation process framework that includes standardized steps and operation nodes; the voice data set of the first video user is parsed and semantically converted, and key information in the voice (such as operation instructions, business requirements, etc.) is converted into a conversion data set; the generated conversion data set is filled in according to the predetermined position in the business process template. For example, if there is a step of "submitting materials" in the template, and the specific material mentioned in the first voice data set is "proof of income", the information will be filled in the corresponding position in the template to generate an initialization business operation process; the generated initialization business operation process is verified to check whether the generated process is complete and correct, and whether it meets the business requirements of the current service scenario. For example, the system will check whether all necessary steps are included, whether the order of steps is correct, and whether it meets the compliance requirements of government operations; after the process verification is passed, the business operation process will be formally generated.

[0034] The business operation process is sent to the user terminal of the second video user, the second video user is guided to perform operations according to the business operation process, and the video remote connection is disconnected after the operation is completed.

[0035] When the business operation process is verified, the process will be sent to the user end of the second video user, where the business operation process will be presented in a visual form, such as a step list and diagram. After the business operation process is sent to the second video user end, the second video user will be guided to complete each step in real time according to the business operation process; when the second video user completes all operations according to the business operation process, it will be prompted that the operation has ended. After confirming that all operation steps are correct, the video remote connection will be automatically disconnected to end this government service.

[0036] Furthermore, after determining the first video user and the second video user, the method further includes: A first terminal corresponding to the first video user and a second terminal corresponding to the second video user are obtained; wherein the first terminal includes a plurality of remote video ports, and the plurality of remote video ports are used to establish remote video connections with a plurality of users belonging to the second terminal.

[0037] After identifying the first video user and the second video user, the terminal devices corresponding to the two users will be obtained respectively. The first terminal is the device used by the first video user, usually the computer or mobile device of the service provider; the second terminal is the device used by the second video user, such as the user's mobile phone, tablet or computer. Among them, the first terminal has multiple remote video ports, which allow the first video user to simultaneously connect with multiple second video users through video. This means that the first video user can handle multiple government service needs at the same time through one terminal device, and make video calls or remote guidance with multiple different users; this mechanism enables the service provider to switch or operate in parallel in multiple video calls through one terminal device, thereby improving work efficiency. For example, the first video user can connect with multiple second video users through multiple video ports of the first terminal; each port corresponds to a service scenario, and the service provider can operate and guide between different ports according to the current service process and tasks.

[0038] Furthermore, the second terminal includes an operation progress recording component, which is used to record the real-time operation progress of the second video user, and the operation progress recording component is synchronously displayed to the first video user corresponding to the first terminal; when the progress abnormality in the operation progress recording component is determined to be abnormal, an abnormal reminder message is sent to the remote video window of the first terminal; a remote control permission request is sent to the second video user according to the abnormal reminder message, and when the remote control permission request is approved, the first video user is guided to perform the operation according to the business operation process.

[0039] An operation progress recording component is integrated in the second terminal. The operation progress recording component is responsible for recording in real time the progress of each step of the second video user in executing the business operation process. The operation progress recording component can track the user's operation status, such as whether a certain operation has been completed, whether there is an operation stagnation or error, etc. The recorded operation progress information will be synchronously displayed to the terminal of the first video user. In this way, the first video user can monitor the operation progress of the second video user in real time, understand the execution status of the current business process, and ensure that each step is completed as planned. The operation progress recording component has an abnormality determination function. When it is detected that there is a problem with the operation progress of the second video user (for example, no operation for a long time, wrong operation steps, incorrect operation sequence, etc.), the component will be determined as abnormal. This abnormal situation may be caused by the user's unfamiliarity with the operation process or misoperation. Once the operation progress is determined to be abnormal, an abnormal reminder message will be automatically sent to the remote video window of the first terminal. The first video user can immediately receive the reminder and realize that the second video user has encountered difficulties or incorrect operations in the operation. After the abnormal reminder message is sent, a remote control permission request will be automatically initiated to the second video user. The remote control permission request is used to request the second video user to authorize the first video user to remotely take over its terminal to help it complete business operations. When the second video user agrees to the authorization, the terminal of the first video user is connected to the terminal of the second video user, and the first video user can help complete related operations through remote operation. After obtaining the remote control authority, the first video user will be guided to operate according to the pre-generated business operation process. The first video user can help the second video user complete the steps that cannot be operated or encounter problems through remote control to ensure the smooth progress of the entire business process. The operation progress recording component not only provides real-time operation monitoring, but also can quickly issue an alarm when a user makes an error in operation and provide a remote control solution. This mechanism ensures the smooth progress of the business operation process, improves the efficiency and accuracy of the service, and provides necessary assistance while ensuring user privacy.

[0040] Furthermore, the condition for determining the progress anomaly in the operation progress recording component as an abnormality is that the operation progress response time is greater than a preset response time, or the user clicks on the operation anomaly reminder component of the operation progress recording component.

[0041] Specifically, the specific conditions for judging the progress anomaly in the operation progress recording component as abnormal include: the operation progress response time is greater than the preset response time and the user clicks the operation progress recording component, where the operation progress response time is greater than the preset response time means that the second video user has not completed the corresponding operation within the preset time, and the step will be judged to be abnormal. For example, if an operation step requires the user to upload a file within 3 minutes, but the user does not complete the action within 3 minutes, the operation progress will be judged to have timed out and be considered abnormal; the user clicks the operation progress recording component means that the user encounters a step that he does not understand or cannot complete during the operation, and can actively click the component to report the operation abnormality to the system. At this time, the operation progress will be immediately judged to be abnormal and a reminder message will be issued. When any of the above conditions is met, the operation step will be immediately marked as abnormal and the abnormality handling process will be triggered.

[0042] In summary, the embodiments of the present application have at least the following technical effects: When it is detected that the video remote connection is established, the first video user and the second video user are determined, wherein the first video user is the government service object and the second video user is the government service object. Next, the voice of the first video user is recorded based on the video recording module to obtain the first voice data set. Then, the business scenario of the current service is located according to the first voice data set to determine the service scenario. Further, the first voice data set is converted according to the service scenario to generate a business operation process. Finally, the business operation process is sent to the user end of the second video user, and the second video user is guided to perform the operation according to the business operation process. After the operation is completed, the video remote connection is disconnected. The technical problems of low efficiency and poor privacy of remote government services in the prior art are solved. Through video remote connection and intelligent voice processing, remote assistance is realized, and the technical effect of improving the efficiency and privacy of government services is achieved.

[0043] Embodiment 2, based on the same inventive concept as the video remote assistance method for government services in the above embodiment, Figure 2 As shown, the present application provides a video remote assistance system for government services, wherein the system includes: A user determination component 11 is used to determine a first video user and a second video user after detecting that a video remote connection is established, wherein the first video user is a government service object and the second video user is a government service object; a voice recording component 12 is used to record the voice of the first video user based on a video recording module to obtain a first voice data set; a business scenario positioning component 13 is used to locate the business scenario of the current service according to the first voice data set to determine the service scenario; a conversion component 14 is used to convert the first voice data set according to the service scenario to generate a business operation process; an operation guidance component 15 is used to send the business operation process to the user end of the second video user, guide the second video user to perform operations according to the business operation process, and disconnect the video remote connection after the operation is completed.

[0044] Furthermore, the user determination component 11 is used to perform the following method: Obtain service demand information of the second video user; parse the service demand information to obtain business categories, process complexity and handling authority levels; input the business categories, process complexity and handling authority levels into a service personnel matching model, wherein the service personnel matching model is embedded with a personnel feature library, and the personnel feature library is composed of the department to which the personnel's business belongs, the personnel's business proficiency and the personnel authority configuration; obtain the matching service personnel corresponding to the second video user according to the service personnel matching model, and establish a video remote connection with the second video user based on the matching service personnel as the first video user.

[0045] Furthermore, the voice recording component 12 is used to perform the following method: The video recording module also records the voice of the second video user to obtain a second voice data set; parses the second voice data set to obtain identified process steps, wherein the identified process steps are process steps to be refined; refines the business operation process according to the identified process steps, and outputs an optimized business operation process.

[0046] Furthermore, the user determination component 11 is used to perform the following method: A first terminal corresponding to the first video user and a second terminal corresponding to the second video user are obtained; wherein the first terminal includes a plurality of remote video ports, and the plurality of remote video ports are used to establish remote video connections with a plurality of users belonging to the second terminal.

[0047] Furthermore, the operation guidance component 15 is used to execute the following method: The second terminal includes an operation progress recording component, which is used to record the real-time operation progress of the second video user, and the operation progress recording component is synchronously displayed to the first video user corresponding to the first terminal; when the progress abnormality in the operation progress recording component is determined to be abnormal, an abnormal reminder message is sent to the remote video window of the first terminal; a remote control permission request is sent to the second video user according to the abnormal reminder message, and when the remote control permission request is approved, the first video user is guided to perform operations according to the business operation process.

[0048] Furthermore, the operation guidance component 15 is used to execute the following method: The condition for judging the progress anomaly in the operation progress recording component as abnormal is that the operation progress response time is greater than the preset response time, or the user clicks the operation anomaly reminder component of the operation progress recording component.

[0049] Furthermore, the business scenario positioning component 13 is used to execute the following method: Based on the full process samples of government services, multiple business scenario samples are obtained; according to the multiple business scenario samples, multiple scenario feature vector samples are output; multiple scenario graphs are generated with the multiple scenario feature vector samples; the scenario feature vectors of the first speech data set are extracted, and the scenario feature vectors are located in the multiple scene graphs to determine the service scenario.

[0050] Furthermore, the conversion component 14 is used to execute the following method: According to the service scenario, a business process template is retrieved; a process conversion is performed on the first voice data set, a conversion data set is output, the conversion data set is filled into the business process template, and an initialization business operation process is obtained; a process verification is performed on the initialization business operation process, and a business operation process is generated after the verification passes.

[0051] The above embodiments are intended to illustrate the present application, not to limit the present application. Any solution that is a simple transformation of the present application falls within the protection scope of the present application.

Claims

1. Video remote assistance method for government services, It is characterized in that The method comprises: When it is detected that the video remote connection is established, a first video user and a second video user are determined, wherein the first video user is a government service object, and the second video user is a government service object; Recording the voice of the first video user based on the video recording module to obtain a first voice data set; Locating the business scenario of the current service according to the first voice data set to determine the service scenario; Convert the first voice data set according to the service scenario to generate a business operation process; The business operation process is sent to the user terminal of the second video user, the second video user is guided to perform operations according to the business operation process, and the video remote connection is disconnected after the operations are completed.

2. The video remote assistance method for government services according to claim 1, It is characterized in that Before detecting whether the video remote connection is established, the method further includes: Acquire service demand information of the second video user; Analyze the service demand information to obtain business categories, process complexity, and handling authority levels; Input the business category, the process complexity and the handling authority level into a service personnel matching model, wherein the service personnel matching model is embedded with a personnel feature library, and the personnel feature library is composed of the personnel's business department, personnel's business proficiency and personnel authority configuration; A matching service personnel corresponding to the second video user is obtained according to the service personnel matching model, and a video remote connection is established between the first video user and the second video user based on the matching service personnel as the first video user.

3. The video remote assistance method for government services according to claim 1, It is characterized in that The video recording module further records the voice of the second video user to obtain a second voice data set; Parsing the second speech data set to obtain identified process steps, wherein the identified process steps are process steps to be refined; The business operation process is refined according to the identified process steps, and an optimized business operation process is output.

4. The video remote assistance method for government services according to claim 1, It is characterized in that After determining the first video user and the second video user, the method further includes: Acquire a first terminal corresponding to the first video user and a second terminal corresponding to the second video user; The first terminal includes a plurality of remote video ports, and the plurality of remote video ports are used to establish remote video connections with a plurality of users belonging to the second terminal.

5. The video remote assistance method for government services as claimed in claim 4, It is characterized in that The second terminal includes an operation progress recording component, the operation progress recording component is used to record the real-time operation progress of the second video user, and the operation progress recording component is synchronously displayed to the first video user corresponding to the first terminal; When the progress anomaly in the operation progress recording component is determined to be abnormal, an abnormal reminder message is sent to the remote video window of the first terminal; A remote control permission request is sent to the second video user according to the abnormal reminder information, and when the remote control permission request is approved, the first video user is guided to perform operations according to the business operation process.

6. The video remote assistance method for government services as claimed in claim 5, It is characterized in that The condition for judging the progress anomaly in the operation progress recording component as abnormal is that the operation progress response time is greater than the preset response time, or the user clicks the operation anomaly reminder component of the operation progress recording component.

7. The video remote assistance method for government services according to claim 1, It is characterized in that Locating the business scenario of the current service according to the first voice data set to determine the service scenario, the method comprising: Based on the full process sample of government services, obtain multiple business scenario samples; Outputting a plurality of scenario feature vector samples according to the plurality of business scenario samples; Generate multiple scene graphs using the multiple scene feature vector samples; The scene feature vector of the first speech data set is extracted, and the scene feature vector is positioned in the multiple scene graphs to determine the service scene.

8. The video remote assistance method for government services as claimed in claim 7, It is characterized in that The first voice data set is converted according to the service scenario to generate a service operation process, the method comprising: According to the service scenario, retrieve the business process template; Performing process conversion on the first voice data set, outputting a converted data set, filling the converted data set into the business process template, and obtaining an initialization business operation process; The initialization business operation process is subjected to process verification, and a business operation process is generated after the verification passes.

9. Video remote assistance system for government services. It is characterized in that The system is used to implement the video remote assistance method for government services according to any one of claims 1 to 8, and comprises: A user determination component, the user determination component is used to determine a first video user and a second video user when it is detected that a video remote connection is established, wherein the first video user is a government service object, and the second video user is a government service object; A voice recording component, the voice recording component is used to record the voice of the first video user based on the video recording module to obtain a first voice data set; A service scenario positioning component, the service scenario positioning component is used to locate the service scenario of the current service according to the first voice data set to determine the service scenario; A conversion component, the conversion component is used to convert the first voice data set according to the service scenario to generate a business operation process; An operation guidance component is used to send the business operation process to the user terminal of the second video user, guide the second video user to perform operations according to the business operation process, and disconnect the video remote connection after the operation is completed.

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