Network real-time call method and system in customer service scene

Abstract

The invention relates to the technical field of financial science and technology, and provides a network real-time call method and system in a customer service scene. The method comprises the following steps: a server determines an authentication mode corresponding to a current service according to a service handling request, and decodes and authenticates a coding result sent by a user side; if the authentication is passed, starting a service handling process corresponding to the service handling request; the server side obtains a new service handling request initiated by the user side in real time so as to judge whether authentication needs to be initiated for handling a new service or not; if so, judging whether the service authority level of the new service exceeds the service authority level of the current service; if not, inheriting the authentication result of the current service as the authentication result of the new service; and if yes, acquiring to-be-authenticated data corresponding to the new service, and performing authentication processing to obtain an authentication result of the new service. According to the embodiment of the invention, user audio and video call authentication in a customer service scene can be realized, and the user experience is improved.

Description

Technical Field

[0001] This specification relates to the field of financial technology, and in particular, to a method and system for real-time online communication in a customer service scenario. Background Art

[0002] Existing customer service often uses robot customer service to provide help to users through text communication. When robot customer service cannot meet user needs, it can provide services to users through telephone communication and human customer service. With the development of Internet business, text and telephone communication cannot meet the growing business needs, and network voice and network audio and video services have emerged. However, the cost of developing real-time audio and video interactive applications is high. Even if a video call is established, due to the particularity of banking business, many businesses need to go to the actual branch for authentication and verification before they can provide customer service to users, resulting in low customer service efficiency and poor user experience. Therefore, there is an urgent need for a real-time network call method in a customer service scenario to realize user audio and video call authentication in a customer service scenario and improve user experience. Summary of the invention

[0003] In view of the low efficiency of current customer service and poor user experience, this solution is proposed to overcome the above problems or at least partially solve the above problems.

[0004] On the one hand, some embodiments of this specification aim to provide a real-time network call method in a customer service scenario, the method comprising:

[0005] The user terminal initiates a service processing request;

[0006] The server determines the authentication method corresponding to the current service according to the service handling request, and decodes and authenticates the encoding result of the real-time audio and video data sent by the user terminal based on the authentication method;

[0007] If the authentication is successful, the business processing flow corresponding to the business processing request is started;

[0008] After the current service authentication is passed, the service end obtains the new service processing request initiated by the user end in real time to determine whether authentication is required for the new service processing; if authentication is required for the new service processing, the service authority levels of the current service and the new service are compared; if the service authority level of the new service does not exceed the service authority level of the current service, the authentication result of the current service is inherited as the authentication result of the new service; if the service authority level of the new service exceeds the service authority level of the current service, the authentication data corresponding to the new service is obtained, and authentication processing is performed to obtain the authentication result of the new service;

[0009] If the authentication fails, the service request will be rejected.

[0010] Furthermore, before the user terminal initiates a call request and initiates a service processing request, the process further includes:

[0011] The user terminal initiates a call request and sends the corresponding call signaling to the server terminal;

[0012] The server generates a call signaling response according to the call signaling and returns it to the user end, so that the server and the user end use the call signaling response to determine the establishment of a real-time communication connection between the user end and the server.

[0013] Furthermore, the call signaling is used to coordinate the communication interaction between the user end and the server end, and the call signaling includes the user end address information and the port constraint information.

[0014] Further, the service end includes a first service unit and a second service unit;

[0015] The server generates a call signaling response according to the call signaling, and returns the response to the user end, so that the server end and the user end use the call signaling response to determine to establish a real-time communication connection between the user end and the server end, including:

[0016] The first service unit receives the call signaling, searches for a currently available port according to the call signaling, and matches and obtains a first service unit target port corresponding to the port constraint information from the currently available ports;

[0017] The first service unit generates the call signaling response according to the first service unit target port and the address information of the first service unit, and sends the call signaling response to the user end;

[0018] The user terminal sends the first service unit target port and the user terminal address information in the call signaling response to the designated forwarding port of the first service unit in the form of a multimedia data stream according to a preset secure real-time transport protocol;

[0019] The first service unit uses a preset matching strategy to match the second service unit address information and the second service unit target port corresponding to the first service unit target port and the user terminal address information, and sends the multimedia data stream to the second service unit through the second service unit address information and the second service unit target port to achieve a real-time communication connection between the user terminal and the server terminal.

[0020] Further, the server determines the authentication method corresponding to the current service according to the service handling request, and decodes and authenticates the encoding result of the real-time audio and video data sent by the user terminal based on the authentication method, including:

[0021] The server determines whether authentication is required for handling the current service according to the service parameters corresponding to the service handling request;

[0022] If authentication is required for the current service, the user terminal obtains and encodes the real-time audio and video data, and sends the encoding result to the server terminal;

[0023] The server determines a corresponding authentication method according to the service parameters of the current service, and decodes and authenticates the encoding result based on the authentication method.

[0024] Furthermore, the server determines whether authentication is required to process the current service according to the service parameters corresponding to the service processing request, including:

[0025] The second service unit in the server matches the service parameter corresponding to the service processing request from a preset service parameter matching table to obtain the service authority level corresponding to the service parameter of the current service;

[0026] The second service unit determines whether authentication is required to handle the current service according to the service authority level.

[0027] Furthermore, the second service unit determines whether authentication is required to handle the current service according to the service authority level, including:

[0028] If the business authority level exceeds the preset level, authentication is required to handle the current business;

[0029] If the service authority level does not exceed the preset level, no authentication is required to process the current service.

[0030] Furthermore, if authentication is required for the current service, the user terminal obtains and encodes the real-time audio and video data, and sends the encoding result to the server, further comprising:

[0031] If authentication is required to handle the current business, the server sends an authentication request to the user. After the authentication request is verified, the user obtains the login user ID and real-time audio and video data and encodes them, and sends the encoded result to the second service unit in the server.

[0032] Further, the server determines a corresponding authentication method according to the service parameters of the current service, and decodes and authenticates the encoding result based on the authentication method, including:

[0033] The second service unit in the server determines a corresponding authentication method according to the service authority level corresponding to the service parameter of the current service; the authentication method includes one or more of static face authentication, live face authentication and voiceprint authentication;

[0034] Decoding the encoding result to obtain a decoding result;

[0035] Obtaining a login user identification from the decoding result, and face image data to be authenticated and / or voice data to be authenticated corresponding to the authentication method;

[0036] Determine the features to be authenticated corresponding to the facial image data to be authenticated and / or the voice data to be authenticated;

[0037] Matching and obtaining target features corresponding to the login user identification and the authentication method from a preset comparison library;

[0038] Calculating the authentication similarity based on the feature to be authenticated and the target feature;

[0039] When the authentication similarity is greater than a preset threshold, the authentication is passed;

[0040] When the authentication similarity is not greater than the preset threshold, the authentication fails.

[0041] Furthermore, if the service authority level of the new service exceeds the service authority level of the current service, the authentication data corresponding to the new service is obtained, and authentication processing is performed to obtain the authentication result of the new service, including:

[0042] If the service authority level of the new service exceeds the service authority level of the current service, the first authentication method of the new service is matched according to the service authority level of the new service;

[0043] Obtaining first data to be authenticated corresponding to the first authentication method from the audio and video data transmitted when handling the current service;

[0044] The first authentication method is used to perform authentication processing on the first data to be authenticated to obtain an authentication result of the new service.

[0045] Furthermore, if the service authority level of the new service exceeds the service authority level of the current service, the authentication data corresponding to the new service is obtained, and authentication processing is performed to obtain the authentication result of the new service, further including:

[0046] If the service authority level of the new service exceeds the service authority level of the current service, a second authentication method for the new service is matched according to the difference between the service authority level of the new service and the service authority level of the current service, so that the sum of the service authority level of the second authentication method and the service authority level of the current service exceeds the service authority level of the first authentication method;

[0047] Acquire second authentication data corresponding to the second authentication method from the user terminal;

[0048] The second authentication method is used to perform authentication processing on the second data to be authenticated to obtain an authentication result of the new service.

[0049] Furthermore, in some embodiments, it further comprises:

[0050] If the current service or new service does not require authentication, the user terminal obtains the user message and sends the user message to the service terminal;

[0051] The service end generates a service response message according to the service parameters corresponding to the current service or the new service and the user message, and sends the service response message to the user end.

[0052] Furthermore, the user message includes any one or more of a voice message, a text message and a video message.

[0053] Further, the server generates a service response message according to the service parameters corresponding to the current service or the new service and the user message, and sends the service response message to the user terminal, including:

[0054] The second service unit in the server obtains a service keyword according to the service parameters corresponding to the current service or the new service and the user message matching, generates a service response message according to the service keyword, and sends the service response message to the user terminal.

[0055] Further, the second service unit in the server obtains a service keyword according to the service parameters corresponding to the current service or the new service and the user message matching, generates a service response message according to the service keyword, and sends the service response message to the user terminal, including:

[0056] The second service unit matches the service keyword using a preset keyword matching model according to the service parameters corresponding to the current service or the new service and the user message;

[0057] Searching for a response material corresponding to the business keyword from a response material library;

[0058] Using an intelligent response model, the response materials are spliced ​​to generate a business response message;

[0059] The service response message is sent to the user terminal.

[0060] On the other hand, some embodiments of this specification also provide a network real-time call system in a customer service scenario, the system comprising a user end and a server end; the user end and the server end communicate using the method described in any of the above embodiments.

[0061] On the other hand, some embodiments of the present specification further provide a computer device, including a memory, a processor, and a computer program stored in the memory, wherein when the computer program is executed by the processor, the instructions of the above method are executed.

[0062] On the other hand, some embodiments of the present specification further provide a computer storage medium having a computer program stored thereon, wherein when the computer program is executed by a processor of a computer device, the instructions of the above method are executed.

[0063] On the other hand, some embodiments of the present specification further provide a computer program product, wherein the computer program product comprises a computer program, and when the computer program is executed by a processor of a computer device, the instructions of the above method are executed.

[0064] One or more technical solutions provided by some embodiments of this specification have at least the following technical effects:

[0065] In the embodiment of the specification, the server obtains the service handling request sent by the user end to determine the authentication method corresponding to the current service. After that, the server decodes and authenticates the encoded real-time audio and video data obtained from the user end, so as to realize the authentication by matching different authentication methods when handling different services, which not only ensures the security of handling services, but also optimizes the authentication process, avoids the problem of poor operational flexibility caused by using the same authentication method for all services, and facilitates the user to operate and handle services. And after the current service authentication is passed, the server also obtains the new service handling request initiated by the user end in real time, and determines whether the authentication needs to be initiated for handling the new service. If the authentication also needs to be initiated for handling the new service, and the service authority level of the new service does not exceed the service authority level of the current service, then the security level of the authenticated current service is higher at this time, and the authentication result of the current service can be inherited as the authentication result of the new service, thereby simplifying the authentication process and improving the authentication efficiency under the premise of ensuring security. If the service authority level of the new service exceeds the service authority level of the current service, the corresponding data to be authenticated of the new service is obtained, and the authentication processing process of the new service is started to ensure the security of handling the new service.

[0066] The above description is only an overview of the technical solutions of some embodiments of this specification. In order to more clearly understand the technical means of some embodiments of this specification, they can be implemented in accordance with the contents of the specification. In order to make the above and other purposes, features and advantages of some embodiments of this specification more obvious and easy to understand, the specific implementation methods of some embodiments of this specification are listed below. BRIEF DESCRIPTION OF THE DRAWINGS

[0067] In order to more clearly illustrate some embodiments of this specification or technical solutions in the prior art, the following briefly introduces the drawings required for the embodiments or prior art descriptions. Obviously, the drawings described below are only some embodiments recorded in this specification. For ordinary technicians in this field, other drawings can be obtained based on these drawings without creative labor. In the drawings:

[0068] Figure 1 A schematic diagram of an implementation system of a real-time network conversation method in a customer service scenario in some embodiments of this specification is shown;

[0069] Figure 2 A flowchart showing a method for real-time online communication in a customer service scenario in some embodiments of this specification is shown;

[0070] Figure 3 A schematic diagram of steps for decoding and authenticating the encoding results in some embodiments of this specification;

[0071] Figure 4 This is a schematic diagram of the first step of authenticating a new service in some embodiments of this specification;

[0072] Figure 5 This is a schematic diagram of the second step of authenticating a new service in some embodiments of this specification;

[0073] Figure 6 This is a schematic diagram of the computer device structure provided in some embodiments of this specification.

[0074] [Description of Reference Numerals]

[0075] 101. User end;

[0076] 102. Server;

[0077] 602. Computer equipment;

[0078] 604, processor;

[0079] 606. Memory;

[0080] 608, driving mechanism;

[0081] 610, input / output interface;

[0082] 612. Input devices;

[0083] 614. Output devices;

[0084] 616. Presentation equipment;

[0085] 618. Graphical user interface;

[0086] 620, network interface;

[0087] 622, communication link;

[0088] 624. Communication bus. DETAILED DESCRIPTION

[0089] In order to enable those skilled in the art to better understand the technical solutions in this specification, the technical solutions in the embodiments of this specification will be clearly and completely described below in conjunction with the drawings in some embodiments of this specification. Obviously, the described embodiments are only part of the embodiments of this specification, not all of the embodiments. Based on some embodiments in this specification, all other embodiments obtained by ordinary technicians in this field without creative work should fall within the scope of protection of this specification.

[0090] It should be noted that the terms "first", "second", etc. in the specification and claims of this article and the above-mentioned drawings are used to distinguish similar objects, and are not necessarily used to describe a specific order or sequence. It should be understood that the data used in this way can be interchanged where appropriate, so that the embodiments of this article described here can be implemented in an order other than those illustrated or described here. In addition, the terms "including" and "having" and any variations thereof are intended to cover non-exclusive inclusions, for example, a process, method, device, product or equipment that includes a series of steps or units is not necessarily limited to those steps or units clearly listed, but may include other steps or units that are not clearly listed or inherent to these processes, methods, products or equipment.

[0091] It should be noted that the acquisition, storage, use, and processing of data in the technical solution of this application are in compliance with the relevant provisions of relevant laws and regulations.

[0092] It should be noted that in the embodiments of this specification, certain software, components, models and other existing solutions in the industry may be mentioned, and they should be regarded as exemplary. Their purpose is only to illustrate the feasibility of implementing the technical solution of this application, but it does not mean that the applicant has or will necessarily use the solution.

[0093] like Figure 1The diagram is a schematic diagram of an implementation system of a network real-time call method in a customer service scenario according to an embodiment of the present invention, which may include: a user terminal 101 and a server terminal 102. The user terminal 101 and the server terminal 102 communicate with each other through a network, and the network may include a local area network (LAN), a wide area network (WAN), the Internet, or a combination thereof, and is connected to a website, a user device (such as a computing device), and a back-end system. The staff may send a call request to the server terminal 102 through the user terminal 101 to establish a real-time communication connection between the user terminal 101 and the server terminal 102. The user terminal initiates a business processing request. After receiving the business processing request, the server terminal 102 calls the data in the database for calculation and processing, obtains a response result, and sends the response result to the user terminal 101, so that the user can process subsequent business according to the response result.

[0094] In the embodiments of this specification, the server 102 can be an independent physical server, or a server cluster or distributed system composed of multiple physical servers, or a cloud server that provides basic cloud computing services such as cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communications, middleware services, domain name services, security services, content delivery networks (CDN, Content Delivery Network), and big data and artificial intelligence platforms.

[0095] In an optional embodiment, the user terminal 101 may include but is not limited to electronic devices such as self-service terminal devices, desktop computers, tablet computers, laptop computers, smart wearable devices, etc. Optionally, the operating system running on the electronic device may include but is not limited to Android system, IOS system, Linux, Windows, etc. Of course, the user terminal 101 is not limited to the above-mentioned electronic devices with a certain entity, and it can also be software running in the above-mentioned electronic devices.

[0096] In addition, it should be noted that Figure 1 What is shown is only an application environment provided by the present disclosure. In actual application, multiple user terminals 101 may be included, and this specification does not limit this.

[0097] Figure 2It is a flowchart of a method for real-time online communication in a customer service scenario provided by an embodiment of the present invention. This specification provides method operation steps as described in the embodiment or flowchart, but may include more or fewer operation steps based on conventional or non-creative labor. The order of steps listed in the embodiment is only one way of executing the steps among many orders, and does not represent the only order of execution. When the actual system or device product is executed, it can be executed in the order or in parallel according to the method shown in the embodiment or the accompanying drawings. Specifically, Figure 2 As shown, applied to the above-mentioned server side, the method may include:

[0098] S201: The user terminal initiates a service processing request;

[0099] S202: The server determines the authentication method corresponding to the current service according to the service processing request, and decodes and authenticates the encoding result of the real-time audio and video data sent by the user terminal based on the authentication method;

[0100] S203: If the authentication is successful, the business processing flow corresponding to the business processing request is started;

[0101] S204: After the current service authentication is passed, the server obtains the new service processing request initiated by the user in real time to determine whether authentication is required for processing the new service;

[0102] S205: If authentication is required for handling a new service, the service authority levels of the current service and the new service are compared;

[0103] S206: If the service authority level of the new service does not exceed the service authority level of the current service, the authentication result of the current service is inherited as the authentication result of the new service;

[0104] S207: If the service authority level of the new service exceeds the service authority level of the current service, the authentication data corresponding to the new service is obtained, and authentication processing is performed to obtain the authentication result of the new service;

[0105] S208: If the authentication fails, the service processing request is rejected.

[0106] In the embodiment of the specification, the server obtains the service handling request sent by the user end to determine the authentication method corresponding to the current service. After that, the server decodes and authenticates the encoded real-time audio and video data obtained from the user end, so as to realize the authentication by matching different authentication methods when handling different services, which not only ensures the security of handling services, but also optimizes the authentication process, avoids the problem of poor operational flexibility caused by using the same authentication method for all services, and facilitates the user to operate and handle services. And after the current service authentication is passed, the server also obtains the new service handling request initiated by the user end in real time, and determines whether the authentication needs to be initiated for handling the new service. If the authentication also needs to be initiated for handling the new service, and the service authority level of the new service does not exceed the service authority level of the current service, then the security level of the authenticated current service is higher at this time, and the authentication result of the current service can be inherited as the authentication result of the new service, thereby simplifying the authentication process and improving the authentication efficiency under the premise of ensuring security. If the service authority level of the new service exceeds the service authority level of the current service, the corresponding data to be authenticated of the new service is obtained, and the authentication processing process of the new service is started to ensure the security of handling the new service.

[0107] Furthermore, in some embodiments, the user end can be an APP, a mini-program, a web page, etc., which is convenient for the user to access the channel and initiate real-time calls with the server. The server realizes a point-to-point connection between the user and the customer service based on Web real-time communication technology, thereby greatly reducing delays and bandwidth consumption. There is no need to develop intermediate media service components to enable the server and the user end to communicate through a network connection, which is used to provide customer service and business processing services to the user. Through real-time audio and video calls between the server and the user end, it is convenient to provide consulting and guidance services and business processing services to the user.

[0108] Furthermore, in some embodiments, before the user terminal initiates a call request and initiates a service processing request, the process further includes:

[0109] The user terminal initiates a call request and sends the corresponding call signaling to the server terminal;

[0110] The server generates a call signaling response according to the call signaling and returns it to the user end, so that the server and the user end use the call signaling response to determine the establishment of a real-time communication connection between the user end and the server.

[0111] It can be understood that, in some embodiments, call signaling is used to coordinate the communication interaction between the user end and the server end. The coordination process often includes coordinating communication parameters, allocating media communication ports, and notifying communication protocols, etc., and the call signaling includes the user end address information and port constraint information. In some embodiments, the call signaling may also include information such as the address information of the server end, which is the same as the information included in the conventional call request interaction. This article will not go into details here. Furthermore, in some embodiments, the server end receives the call signaling and generates a corresponding call signaling response, and returns it to the user end, so that the server end and the user end use the call signaling response to complete the call establishment and quickly establish a real-time communication connection between the two.

[0112] Further, in some embodiments, the service end includes a first service unit and a second service unit;

[0113] The server generates a call signaling response according to the call signaling, and returns the response to the user end, so that the server end and the user end use the call signaling response to determine to establish a real-time communication connection between the user end and the server end, including:

[0114] The first service unit receives the call signaling, searches for a currently available port according to the call signaling, and matches and obtains a first service unit target port corresponding to the port constraint information from the currently available ports;

[0115] The first service unit generates the call signaling response according to the first service unit target port and the address information of the first service unit, and sends the call signaling response to the user end;

[0116] The user terminal sends the first service unit target port and the user terminal address information in the call signaling response to the designated forwarding port of the first service unit in the form of a multimedia data stream according to a preset secure real-time transport protocol;

[0117] The first service unit uses a preset matching strategy to match the second service unit address information and the second service unit target port corresponding to the first service unit target port and the user terminal address information, and sends the multimedia data stream to the second service unit through the second service unit address information and the second service unit target port to achieve a real-time communication connection between the user terminal and the server terminal.

[0118] It can be understood that, in some embodiments, the server includes a first service unit and a second service unit. The first service unit refers to a Web real-time communication service component used to assist in establishing a communication connection between the user end and the second service unit. It can be a Web real-time communication service component open to a third party, or it can be a communication service component developed internally by the enterprise where the server is located. This article does not limit this. The second service unit establishes a secure connection relationship between the user end and the second service unit through the first service unit, and the first service unit plays an address conversion role, which can be used to penetrate the Internet of Things firewall, etc. The second service unit includes multiple customer service seats, intelligent response models, etc., which are used to interact with the user end in the business dimension.

[0119] Specifically, after the user end sends the call signaling, the first service unit in the server end receives the call signaling, and searches for the currently available port in the first service unit according to the call signaling. The currently available port can be an idle port or a port whose port usage rate (the ratio of the time the port is used to the total time) is less than the preset usage rate. However, not all currently available ports can be used to establish a real-time communication connection between the user end and the server end. It is necessary to match the port constraint information in the call quality with the currently available port to obtain the first service unit target port. Then, the first service unit packages the first service unit target port and the address information of the first service unit to generate a call signaling response, and sends the call signaling response to the user end. Then, the user end sends the first service unit target port and the user end address information in the call signaling response in the form of a multimedia data stream (such as RTP / RTCP) to the designated forwarding port of the first service unit in accordance with the preset secure real-time transport protocol (such as SRTP), so that the first service unit can then use the preset matching strategy to match the second service unit address information and the second service unit target port corresponding to the first service unit target port and the user end address information.

[0120] The preset matching strategy can be understood as a mapping matching strategy, which establishes and saves a mapping relationship between the first service unit target port and the user end address information and the second service unit address information and the second service unit target port in advance, thereby sending a multimedia data stream (such as real-time audio and video data) to the second service unit to achieve a real-time and stable communication connection between the user end and the service end, and ensure communication security.

[0121] Further, in some embodiments, the server determines the authentication method corresponding to the current service according to the service handling request, and decodes and authenticates the encoding result of the real-time audio and video data sent by the user terminal based on the authentication method, including:

[0122] The server determines whether authentication is required for handling the current service according to the service parameters corresponding to the service handling request;

[0123] If authentication is required for the current service, the user terminal obtains and encodes the real-time audio and video data, and sends the encoding result to the server terminal;

[0124] The server determines a corresponding authentication method according to the service parameters of the current service, and decodes and authenticates the encoding result based on the authentication method.

[0125] It can be understood that, in some embodiments, after a real-time communication connection is established between the user end and the server end, the server end obtains a service processing request sent by the user end, and determines whether authentication needs to be initiated for processing the current service based on the service parameters corresponding to the service processing request. If authentication needs to be initiated for processing the current service, the server end obtains the encoded real-time audio and video data from the user end, and decodes and authenticates the encoding result according to the authentication method corresponding to the current service, thereby achieving rapid decoding of the encoded real-time audio and video data sent by the user end when processing different services, and completing the authentication of the current service by matching the appropriate authentication method.

[0126] Furthermore, in some embodiments, the server determines whether authentication is required to process the current service according to the service parameters corresponding to the service processing request, including:

[0127] The second service unit in the server matches the service parameter corresponding to the service processing request from a preset service parameter matching table to obtain the service authority level corresponding to the service parameter of the current service;

[0128] The second service unit determines whether authentication is required to handle the current service according to the service authority level.

[0129] It can be understood that, in some embodiments, after a real-time communication connection is established between the user end and the server end, as the user operates, the user end initiates a business processing request, and the server end determines whether authentication is required to process the current business based on the business parameters corresponding to the business processing request. For example, for some activity consulting services and process inquiry services, personal sensitive information is not involved, and authentication is not required at this time. The server end can directly provide customer service, and the business that requires authentication is highly sensitive. At this time, authentication is to ensure the security of business processing. Specifically, first, according to the business parameters corresponding to the business processing request, the business permission level corresponding to the business parameters is matched from the preset business parameter matching table. The business parameters include information such as business type and business identification code. The business permission level is used to measure the level of authority required for processing the business. According to the business permission level, it can be quickly and accurately determined whether the current business needs to initiate authentication.

[0130] Furthermore, in some embodiments, the second service unit determines whether authentication needs to be initiated for handling the current service according to the service authority level, including:

[0131] If the business authority level exceeds the preset level, authentication is required to handle the current business;

[0132] If the service authority level does not exceed the preset level, no authentication is required to process the current service.

[0133] Specifically, in some embodiments, the preset level is a critical condition for determining whether authentication needs to be initiated. If the business authority level exceeds the preset level, authentication needs to be initiated for the current business. If the business authority level does not exceed the preset level, authentication does not need to be initiated for the current business, thereby quickly and accurately determining the subsequent process of the current business.

[0134] Furthermore, in some embodiments, if authentication is required to process the current service, the user terminal obtains and encodes the real-time audio and video data, and sends the encoding result to the server terminal, further comprising:

[0135] If authentication is required to handle the current business, the server sends an authentication request to the user. After the authentication request is verified, the user obtains the login user ID and real-time audio and video data and encodes them, and sends the encoded result to the second service unit in the server.

[0136] It can be understood that in some embodiments, if authentication is required to handle the current business, the server needs to obtain the data required for authentication. The server first sends an authentication request to the user. After the authentication request is verified, the user obtains the current login user ID and real-time audio and video data and encodes them to obtain the encoding result, and sends the encoding result to the second service unit safely and quickly through the established real-time communication connection link. It should be noted that the login user ID is used to indicate the identity of the user who is currently handling the business at the user end. For the same user end, there may be one or more users who use the user end to log in to handle the business. At the same time, the login user ID can facilitate the authentication processing of the server.

[0137] Further, in some embodiments, referring to the attached Figure 3 The server determines the corresponding authentication method according to the service parameters of the current service, and decodes and authenticates the encoding result based on the authentication method, including:

[0138] S301: The second service unit in the server determines a corresponding authentication method according to a service authority level corresponding to a service parameter of the current service; the authentication method includes one or more of static face authentication, live face authentication and voiceprint authentication;

[0139] S302: Decoding the encoding result to obtain a decoding result;

[0140] S303: Acquire the login user identification and the face image data to be authenticated and / or the voice data to be authenticated corresponding to the authentication method from the decoding result;

[0141] S304: Determine the features to be authenticated corresponding to the facial image data to be authenticated and / or the voice data to be authenticated;

[0142] S305: obtaining a target feature corresponding to the login user identifier and the authentication method from a preset comparison library;

[0143] S306: Calculate the authentication similarity based on the feature to be authenticated and the target feature;

[0144] S307: When the authentication similarity is greater than a preset threshold, the authentication is passed;

[0145] S308: When the authentication similarity is not greater than the preset threshold, the authentication fails.

[0146] It can be understood that in some embodiments, after the server obtains the encoding result transmitted by the user end, it determines the business authority level of the current business according to the business parameters of the current business, and obtains the corresponding authentication method through business authority level matching. The authentication method includes one or more of static face recognition, live face recognition, and voiceprint recognition, and may also include one or more of password authentication, SMS authentication code authentication, fingerprint authentication, iris authentication, etc. This document does not limit this. Then, the encoding result is decoded to obtain a decoding result, and the login user identification and the face image data to be authenticated and / or the sound data to be authenticated (it may also be other data to be authenticated, such as finger) are obtained from the decoding result. The authentication method is to extract the features to be authenticated from the facial image data to be authenticated and / or the voice data to be authenticated (and other data to be authenticated), and then the target features corresponding to the current authentication method are matched from the preset comparison library through the login user ID, and the features to be authenticated are compared with the target features. The authentication similarity calculation method can be cosine similarity calculation, etc. This article does not limit this. If the authentication similarity between the features to be authenticated and the target features is greater than the preset threshold, the authentication is passed, and the business processing flow corresponding to the business processing request is opened. The customer service agent or intelligent response model provides the user with subsequent business guidance services. Otherwise, the authentication fails. Furthermore, if the number of authentication failures of the current business reaches the preset number of times in a row, it will be registered on the server side, and a warning message will be fed back to the user side to ensure the security of the user account.

[0147] Furthermore, in some embodiments, after the current service authentication is passed, the server also obtains in real time a new service processing request initiated by the user end to determine whether authentication is required to process the new service. The method for determining whether authentication is required to process the new service is the same as the method for determining whether authentication is required to process the service as described in the above embodiment, and is not elaborated herein. If the service authority level of the new service does not exceed the service authority level of the current service, then with the user's permission, the authentication result of the current service is inherited as the authentication result of the new service, so as to simplify the authentication process, improve authentication efficiency, and improve the user experience of processing new services.

[0148] Further, in some embodiments, referring to the attached Figure 4 If the service authority level of the new service exceeds the service authority level of the current service, the authentication data corresponding to the new service is obtained, and authentication processing is performed to obtain the authentication result of the new service, including:

[0149] S401: If the service authority level of the new service exceeds the service authority level of the current service, a first authentication method of the new service is matched according to the service authority level of the new service;

[0150] S402: Obtaining first data to be authenticated corresponding to the first authentication method from the audio and video data transmitted when handling the current service;

[0151] S403: Using the first authentication method, perform authentication processing on the first data to be authenticated to obtain an authentication result of the new service.

[0152] It can be understood that, in some embodiments, if the business authority level of the new business exceeds the business authority level of the current business, it is not applicable to inherit the authentication result of the current business at this time, and a new authentication processing flow needs to be started for the new business. Specifically, first, according to the business authority level of the new business, the first authentication method of the new business is matched and obtained, and the first authentication method has higher security requirements than the authentication method corresponding to the current business. The security requirements of different authentication methods can be obtained by preset methods, and the higher the security requirements, the higher the complexity of the authentication process and the authentication cost. For example, the security requirements of live face authentication are higher than those of static face authentication, and the time cost and operation cost required for the former are higher. The complexity is greater than the latter. Then, the first data to be authenticated corresponding to the first authentication method is obtained from the audio and video data transmitted when handling the current service. The audio and video data transmitted when handling the current service can be regarded as the audio and video data transmitted from the user end to the server end with the user's permission at a historical moment. Under the premise of user permission, the authentication process of the new service does not need to obtain new real-time data to be authenticated, which can save network expenses and speed up the authentication of new services. In some embodiments, real-time first data to be authenticated can also be obtained from the user end, and then the first authentication method is used to authenticate the first data to be authenticated, so as to quickly and accurately obtain the authentication result of the new service.

[0153] Further, in some embodiments, referring to the attached Figure 5 If the service authority level of the new service exceeds the service authority level of the current service, the authentication data corresponding to the new service is obtained, and authentication processing is performed to obtain the authentication result of the new service, further including:

[0154] S501: If the service authority level of the new service exceeds the service authority level of the current service, a second authentication method for the new service is matched according to the difference between the service authority level of the new service and the service authority level of the current service, so that the sum of the service authority level of the second authentication method and the service authority level of the current service exceeds the service authority level of the first authentication method;

[0155] S502: Acquire second authentication data corresponding to the second authentication method from the user terminal;

[0156] S503: Using the second authentication method, perform authentication processing on the second data to be authenticated to obtain an authentication result of the new service.

[0157] It can be understood that, in some embodiments, if the business authority level of the new business exceeds the business authority level of the current business, it is not applicable to inherit the authentication result of the current business at this time, and a new authentication processing flow needs to be started for the new business. Under the premise of user permission, in order to simplify the authentication processing process of the new business and improve the authentication efficiency of the new business, a second authentication method for the new business can be matched according to the difference between the business authority level of the new business and the business authority level of the current business, so that the sum of the business authority level of the second authentication method and the business authority level of the current business exceeds the business authority level of the first authentication method.

[0158] Specifically, in terms of security requirements: the first authentication method > the authentication method corresponding to the current service > the second authentication method, so that on the basis of the current service authentication passing, the current service authentication result and the second authentication method are combined to replace the first authentication method which is longer, more costly and more complicated for authentication, and then the second authentication data corresponding to the second authentication method is obtained from the user end. In some embodiments, real-time second authentication data can also be obtained from the user end. The second authentication data can be verification code data, fingerprint data, video data, audio and video data, etc. Then, the second authentication method is used to authenticate the second authentication data. For example, assuming the first authentication method The first method is live face authentication, the authentication method corresponding to the current service is static face authentication, and the second authentication method is fingerprint authentication. Live face authentication requires the user to show his full face and follow instructions to open his mouth, turn his head, blink, etc. If the user performs live face authentication in a public place or other inconvenient occasions, it will cause inconvenience or embarrassment to the user, affecting the user experience. By combining the current service authentication result with the second authentication method, the user only needs to perform fingerprint authentication to realize the authentication of the new service. This not only ensures data security, but also greatly reduces the user's authentication operation cost, thereby quickly and accurately obtaining the authentication result of the new service while ensuring security.

[0159] Furthermore, in some embodiments, if the authentication of the current business or the new business fails, the business processing request is rejected; and if the processing of the current business or the new business does not require authentication, the subsequent process is carried out according to the fact that the user does not need to handle the business involving account privacy at this time. The server obtains user information from the user to carry out subsequent services.

[0160] Furthermore, in some embodiments, it further comprises:

[0161] If the current service or new service does not require authentication, the user terminal obtains the user message and sends the user message to the service terminal;

[0162] The service end generates a service response message according to the service parameters corresponding to the current service or the new service and the user message, and sends the service response message to the user end.

[0163] It can be understood that in some embodiments, if authentication does not need to be initiated for the current business or the new business, then at this time, the security level requirements for the current business or the new business are not high. The server directly obtains the user message from the user end, and generates a business response message based on the user message and business parameters corresponding to the current business or the new business, and sends the business response message to the user end, so as to reply to the user message in a timely and accurate manner to ensure user experience.

[0164] Furthermore, in some embodiments, the user message includes any one or more of a voice message, a text message, and a video message.

[0165] It can be understood that in some embodiments, during a call between a user and a server, the user is supported to send messages in a variety of forms, and the user message may include any one or more of a voice message, a text message, and a video message, thereby facilitating the user to make independent choices and interact with the server in different forms, thereby improving the user experience.

[0166] Furthermore, in some embodiments, the server generates a service response message according to the service parameters corresponding to the current service or the new service and the user message, and sends the service response message to the user terminal, including:

[0167] The second service unit in the server obtains a service keyword according to the service parameters corresponding to the current service or the new service and the user message matching, generates a service response message according to the service keyword, and sends the service response message to the user terminal.

[0168] It can be understood that in some embodiments, the second service unit obtains a service keyword based on the service parameters corresponding to the current service or new service and the user message matching. At this time, the service keyword is often a consulting service keyword, etc. A service response message can be generated based on the service keyword, so as to provide consulting services to users using the service response message. It should be noted that if it is detected that the service keyword includes a preset service keyword, a prompt message can be sent to the user terminal at this time to ask whether to handle the corresponding designated service, so that the user can initiate a new service handling request in real time, which is convenient for user operation and improves user experience.

[0169] Further, in some embodiments, the second service unit in the server obtains a service keyword according to the service parameters corresponding to the current service or the new service and the user message matching, generates a service response message according to the service keyword, and sends the service response message to the user terminal, including:

[0170] The second service unit matches the service keyword using a preset keyword matching model according to the service parameters corresponding to the current service or the new service and the user message;

[0171] Searching for a response material corresponding to the business keyword from a response material library;

[0172] Using an intelligent response model, the response materials are spliced ​​to generate a business response message;

[0173] The service response message is sent to the user terminal.

[0174] It can be understood that in some embodiments, business parameters include business types and business identification code information, etc. According to the business type, the corresponding keyword matching model can be used to match the business keywords from the user message, and then the response material corresponding to the business keyword is searched from the response material library, and then the intelligent response model fills, splices, and other operations on the response material according to a preset splicing or template filling method to generate a business response message. The intelligent response model can be an intelligent response robot, which is trained by the corpus provided by the server, and then the business response message is sent to the user end. The business response message may include one or more of a text response message, a voice response message, a video response message, and an audio and video response message. This document does not limit this, thereby providing users with effective and convenient customer service.

[0175] It should be noted that, although the operations of the method of the present invention are described in a specific order in the above embodiments and the accompanying drawings, this does not require or imply that the operations must be performed in the specific order, or that all the operations shown must be performed to achieve the desired results. Additionally or alternatively, some steps may be omitted, multiple steps may be combined into one step, and / or one step may be decomposed into multiple steps.

[0176] Corresponding to the above-mentioned network real-time call method in the customer service scenario, some embodiments of this specification also provide a network real-time call system in the customer service scenario, and continue to refer to Figure 1 As shown, in some embodiments, the system may include a user end and a server end; the user end and the server end communicate with each other using the method described in any of the above embodiments.

[0177] For the convenience of description, the above device is described in various units according to their functions. Of course, when implementing this specification, the functions of each unit can be implemented in the same or multiple software and / or hardware.

[0178] It should be noted that in the embodiments of this specification, 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 are all information and data authorized by the user and fully authorized by all parties.

[0179] It should be noted that the computer program product described in this specification is a software product that mainly implements the method described in this specification through a computer program.

[0180] The embodiments of this specification also provide a computer device. Figure 6 As shown, in some embodiments of the present specification, the computer device 602 may include one or more processors 604, such as one or more central processing units (CPUs) or graphics processing units (GPUs), and each processing unit may implement one or more hardware threads. The computer device 602 may also include any memory 606, which is used to store any kind of information such as code, settings, data, etc. In a specific embodiment, a computer program on the memory 606 and that can be run on the processor 604, when the computer program is run by the processor 604, can execute the instructions of the method described in any of the above embodiments. Non-limiting, for example, the memory 606 may include any one or more combinations of the following: any type of RAM, any type of ROM, flash memory device, hard disk, optical disk, etc. More generally, any memory can use any technology to store information. Further, any memory can provide volatile or non-volatile retention of information.

[0181] Further, any memory may represent a fixed or removable component of the computer device 602. In one case, when the processor 604 executes the associated instructions stored in any memory or combination of memories, the computer device 602 can perform any operation of the associated instructions. The computer device 602 also includes one or more drive mechanisms 608 for interacting with any memory, such as a hard disk drive mechanism, an optical disk drive mechanism, etc.

[0182] The computer device 602 may also include an input / output interface 610 (I / O) for receiving various inputs (via input devices 612) and for providing various outputs (via output devices 614). A specific output mechanism may include a presentation device 616 and an associated graphical user interface 618 (GUI). In other embodiments, the input / output interface 610 (I / O), input device 612, and output device 614 may not be included, and the computer device 602 may be used as a computer device in a network. The computer device 602 may also include one or more network interfaces 620 for exchanging data with other devices via one or more communication links 622. One or more communication buses 624 couple the components described above together.

[0183] The communication link 622 may be implemented in any manner, for example, through a local area network, a wide area network (e.g., the Internet), a point-to-point connection, etc., or any combination thereof. The communication link 622 may include any combination of hardwired links, wireless links, routers, gateway functions, name servers, etc. governed by any protocol or combination of protocols.

[0184] The present application is described with reference to the flowcharts and / or block diagrams of the methods, devices (systems), computer-readable storage media, and computer program products of some embodiments of the present specification. It should be understood that each process and / or box in the flowchart and / or block diagram, as well as the combination of the processes and / or boxes 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 data processor to produce a machine, so that the instructions executed by the processor of the computer or other programmable data processor 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.

[0185] These computer program instructions may also be stored in a computer-readable memory capable of directing a computer or other programmable data processor to operate 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 A function specified in one or more boxes.

[0186] These computer program instructions can also be loaded onto a computer or other programmable data processor so that a series of operational steps are executed on the computer or other programmable device to produce a computer-implemented process, thereby providing instructions for executing on the computer or other programmable device to implement the process. Figure 1 A process or multiple processes and / or boxes Figure 1 The steps for the functions specified in one or more boxes.

[0187] In a typical configuration, a computer device includes one or more processors (CPU), input / output interfaces, network interfaces, and memory.

[0188] The memory may include non-permanent storage 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. The memory is an example of a computer-readable medium.

[0189] Computer-readable media include permanent and non-permanent, removable and non-removable media that can be used to store information by any method or technology. 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, 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 computer device. As defined in this specification, computer-readable media does not include temporary computer-readable media (transitory media), such as modulated data signals and carrier waves.

[0190] Those skilled in the art will appreciate that the embodiments of this specification may be provided as methods, systems or computer program products. Therefore, the embodiments of this specification may take the form of complete hardware embodiments, complete software embodiments or embodiments combining software and hardware. Moreover, the embodiments of this specification may take 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.

[0191] The present specification embodiments may be described in the general context of computer-executable instructions executed by a computer, such as program modules. Generally, program modules include routines, programs, objects, components, data structures, etc. that perform specific tasks or implement specific abstract data types. The present specification embodiments may also be practiced in distributed computing environments where tasks are performed by remote processors connected through a communication network. In a distributed computing environment, program modules may be located in local and remote computer storage media, including storage devices.

[0192] It should also be understood that in the embodiments of this specification, the term "and / or" is only a description of the association relationship of the associated objects, indicating that three relationships can exist. 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.

[0193] Each embodiment in this specification is described in a progressive manner, and the same or similar parts between the embodiments can be referred to each other, and each embodiment focuses on the differences from other embodiments. In particular, for the system embodiment, since it is basically similar to the method embodiment, the description is relatively simple, and the relevant parts can be referred to the partial description of the method embodiment.

[0194] In the description of this specification, the description with reference to the terms "one embodiment", "some embodiments", "example", "specific example", or "some examples" etc. means that the specific features, structures, materials or characteristics described in conjunction with the embodiment or example are included in at least one embodiment or example of the embodiments of this specification. In this specification, the schematic representations of the above terms do not necessarily refer to the same embodiment or example. Moreover, the specific features, structures, materials or characteristics described may be combined in any one or more embodiments or examples in a suitable manner. In addition, those skilled in the art may combine and combine the different embodiments or examples described in this specification and the features of the different embodiments or examples, without contradiction.

[0195] The above is only an embodiment of the present application and is not intended to limit the present application. For those skilled in the art, the present application may have various changes and variations. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present application should be included in the scope of the claims of the present application.

Claims

1. A real-time online conversation method in a customer service scenario, characterized in that: The method comprises: The user terminal initiates a service processing request; The server determines the authentication method corresponding to the current service according to the service handling request, and decodes and authenticates the encoding result of the real-time audio and video data sent by the user terminal based on the authentication method; If the authentication is successful, the business processing flow corresponding to the business processing request is started; After the current service authentication is passed, the server obtains the new service processing request initiated by the user in real time to determine whether authentication is required for processing the new service; If authentication is required for a new service, the service authority levels of the current service and the new service are compared; If the service authority level of the new service does not exceed the service authority level of the current service, the authentication result of the current service will be inherited as the authentication result of the new service; If the service authority level of the new service exceeds the service authority level of the current service, the authentication data corresponding to the new service is obtained, and authentication processing is performed to obtain the authentication result of the new service; If the authentication fails, the service request will be rejected.

2. The real-time network conversation method in the customer service scenario according to claim 1, characterized in that: Before the user terminal initiates a service processing request, it further includes: The user terminal initiates a call request and sends the corresponding call signaling to the server terminal; The server generates a call signaling response according to the call signaling and returns it to the user end, so that the server and the user end use the call signaling response to determine the establishment of a real-time communication connection between the user end and the server.

3. The real-time network conversation method in the customer service scenario according to claim 2, characterized in that: The call signaling is used to coordinate the communication interaction between the user end and the server end, and the call signaling includes the user end address information and the port constraint information.

4. The real-time network conversation method in the customer service scenario according to claim 3, characterized in that: The service end includes a first service unit and a second service unit; The server generates a call signaling response according to the call signaling, and returns the response to the user end, so that the server end and the user end use the call signaling response to determine to establish a real-time communication connection between the user end and the server end, including: The first service unit receives the call signaling, searches for a currently available port according to the call signaling, and matches and obtains a first service unit target port corresponding to the port constraint information from the currently available ports; The first service unit generates the call signaling response according to the first service unit target port and the address information of the first service unit, and sends the call signaling response to the user end; The user terminal sends the first service unit target port and the user terminal address information in the call signaling response to the designated forwarding port of the first service unit in the form of a multimedia data stream according to a preset secure real-time transport protocol; The first service unit uses a preset matching strategy to match the second service unit address information and the second service unit target port corresponding to the first service unit target port and the user terminal address information, and sends the multimedia data stream to the second service unit through the second service unit address information and the second service unit target port to achieve a real-time communication connection between the user terminal and the server terminal.

5. The real-time network conversation method in a customer service scenario according to claim 1, characterized in that: The server determines the authentication method corresponding to the current service according to the service handling request, and decodes and authenticates the encoding result of the real-time audio and video data sent by the user terminal based on the authentication method, including: The server determines whether authentication is required for handling the current service according to the service parameters corresponding to the service handling request; If authentication is required for the current service, the user terminal obtains and encodes the real-time audio and video data, and sends the encoding result to the server terminal; The server determines a corresponding authentication method according to the service parameters of the current service, and decodes and authenticates the encoding result based on the authentication method.

6. The real-time network conversation method in the customer service scenario according to claim 5, characterized in that: The server determines whether authentication is required to be initiated for the current service according to the service parameters corresponding to the service request, including: The second service unit in the server matches the service parameter corresponding to the service processing request from a preset service parameter matching table to obtain the service authority level corresponding to the service parameter of the current service; The second service unit determines whether authentication is required to handle the current service according to the service authority level.

7. The real-time network conversation method in a customer service scenario according to claim 6, characterized in that: The second service unit determines whether authentication is required to handle the current service according to the service authority level, including: If the business authority level exceeds the preset level, authentication is required to handle the current business; If the service authority level does not exceed the preset level, no authentication is required to process the current service.

8. The real-time network conversation method in a customer service scenario according to claim 5, characterized in that: If authentication is required for the current service, the user terminal obtains and encodes the real-time audio and video data, and sends the encoding result to the server, further comprising: If authentication is required to handle the current business, the server sends an authentication request to the user. After the authentication request is verified, the user obtains the login user ID and real-time audio and video data and encodes them, and sends the encoded result to the second service unit in the server.

9. The real-time network conversation method in a customer service scenario according to claim 8, characterized in that: The server determines a corresponding authentication method according to the service parameters of the current service, and decodes and authenticates the encoding result based on the authentication method, including: The second service unit in the server determines a corresponding authentication method according to the service authority level corresponding to the service parameter of the current service; the authentication method includes one or more of static face authentication, live face authentication and voiceprint authentication; Decoding the encoding result to obtain a decoding result; Obtaining a login user identification from the decoding result, and face image data to be authenticated and / or voice data to be authenticated corresponding to the authentication method; Determine the features to be authenticated corresponding to the facial image data to be authenticated and / or the voice data to be authenticated; Matching and obtaining target features corresponding to the login user identification and the authentication method from a preset comparison library; Calculating the authentication similarity based on the feature to be authenticated and the target feature; When the authentication similarity is greater than a preset threshold, the authentication is passed; When the authentication similarity is not greater than the preset threshold, the authentication fails.

10. The method for real-time online communication in a customer service scenario according to claim 9, characterized in that: If the service authority level of the new service exceeds the service authority level of the current service, the authentication data corresponding to the new service is obtained, and authentication processing is performed to obtain the authentication result of the new service, including: If the service authority level of the new service exceeds the service authority level of the current service, the first authentication method of the new service is matched according to the service authority level of the new service; Obtaining first data to be authenticated corresponding to the first authentication method from the audio and video data transmitted when handling the current service; The first authentication method is used to perform authentication processing on the first data to be authenticated to obtain an authentication result of the new service.

11. The real-time network conversation method in a customer service scenario according to claim 9, characterized in that: If the service authority level of the new service exceeds the service authority level of the current service, the authentication data corresponding to the new service is obtained, and authentication processing is performed to obtain the authentication result of the new service, further including: If the service authority level of the new service exceeds the service authority level of the current service, a second authentication method for the new service is matched according to the difference between the service authority level of the new service and the service authority level of the current service, so that the sum of the service authority level of the second authentication method and the service authority level of the current service exceeds the service authority level of the first authentication method; Acquire second authentication data corresponding to the second authentication method from the user terminal; The second authentication method is used to perform authentication processing on the second data to be authenticated to obtain an authentication result of the new service.

12. The real-time network conversation method in a customer service scenario according to claim 5, characterized in that: Further including: If the current service or new service does not require authentication, the user terminal obtains the user message and sends the user message to the service terminal; The service end generates a service response message according to the service parameters corresponding to the current service or the new service and the user message, and sends the service response message to the user end.

13. The real-time network conversation method in a customer service scenario according to claim 12, characterized in that: The user message includes any one or more of a voice message, a text message and a video message.

14. The real-time network conversation method in a customer service scenario according to claim 12, characterized in that: The server generates a service response message according to the service parameters corresponding to the current service or the new service and the user message, and sends the service response message to the user terminal, including: The second service unit in the server obtains a service keyword according to the service parameters corresponding to the current service or the new service and the user message matching, generates a service response message according to the service keyword, and sends the service response message to the user terminal.

15. The real-time network conversation method in the customer service scenario according to claim 14, characterized in that: The second service unit in the server obtains a service keyword according to the service parameters corresponding to the current service or the new service and the user message matching, generates a service response message according to the service keyword, and sends the service response message to the user terminal, including: The second service unit matches the service keyword using a preset keyword matching model according to the service parameters corresponding to the current service or the new service and the user message; Searching for a response material corresponding to the business keyword from a response material library; Using an intelligent response model, the response materials are spliced ​​to generate a business response message; The service response message is sent to the user terminal.

16. A real-time online conversation system in a customer service scenario, characterized in that: The system includes a user end and a server end; the user end and the server end communicate with each other using the method described in any one of claims 1-15.

17. A computer device comprising a memory, a processor, and a computer program stored in the memory, characterized in that: When the computer program is executed by the processor, the computer program executes the instructions of the method according to any one of claims 1 to 15.

18. A computer storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor of a computer device, the computer program executes instructions of the method according to any one of claims 1 to 15.

19. A computer program product, characterized in that The computer program product comprises a computer program, and when the computer program is executed by a processor, the instructions of the method according to any one of claims 1 to 15 are executed.

Images