Multi-terminal collaborative government affair service method, system and device and storage medium

Abstract

The invention relates to the technical field of e-government affair services, in particular to a multi-terminal collaborative government affair service method, system and device and a storage medium, and the method comprises the steps: constructing a government affair database and a business personnel library, building a bidirectional mapping relation between the government affair database and the business personnel library, obtaining a user government affair service request, and distributing business personnel. Establishing an online conference, inviting users and distributed business personnel to enter the conference, and encrypting audio and video data based on dynamic key exchange and a self-adaptive encryption algorithm; the business personnel assist the user in operation through remote interaction, and text description is generated based on operation records of the business personnel and fed back to the user; and performing time anomaly detection and user security anomaly detection in real time during operation of the business personnel. According to the application, the user can be comprehensively guided and helped by professionals when handling government affair services, so that the affair handling efficiency and the user satisfaction are improved.

Description

Technical Field

[0001] The present application relates to the field of electronic government service technology, and in particular to a multi-terminal collaborative government service method, system, device and storage medium. Background Art

[0002] With the rapid development of information technology and the popularization of the Internet, the informatization of government services is also accelerating. Online government services have become an important way for government departments to provide services to users.

[0003] At present, the mainstream online government service processing methods are mainly the following: First, solve some of the user's consultation and question-and-answer needs through intelligent customer service, which can provide automated question-and-answer services to answer users' common questions. Second, provide users with business processing guidance through the intelligent guidance function to help users understand and complete various business operations. Third, combine the offline help and agency services of assistants, grid members and government service staff to provide users with face-to-face guidance and assistance. The above methods have improved the user's work efficiency and experience to a certain extent.

[0004] However, there may still be obvious defects and deficiencies in the above-mentioned mainstream online government service processing methods. For example, without the guidance of business personnel, when users handle business online alone, they often encounter problems such as not being able to understand the service guide, being unfamiliar with the business process, and having nowhere to consult for difficult problems, resulting in low accuracy and efficiency in handling affairs. Although offline business processing has face-to-face guidance from professionals, this method requires users to take leave, incur transportation costs, and require multiple round trips when materials are not prepared enough, resulting in high service costs. In summary, the current mainstream online government service processing methods cannot comprehensively solve the problems encountered by users in the process of online government service processing, such as complex operations, unclear processes, and lack of effective guidance. Summary of the invention

[0005] This application provides a multi-terminal collaborative government service method, system, device and storage medium, which can enable users to receive comprehensive guidance and help from professionals when handling government services, thereby improving service efficiency and user satisfaction. This application provides the following technical solutions:

[0006] In a first aspect, the present application provides a multi-terminal collaborative government service method, the method comprising:

[0007] Constructing a government affairs database and a business personnel database, and establishing a bidirectional mapping relationship between the government affairs database and the business personnel database, so that each government affairs service corresponds to one or more business personnel, and each business personnel corresponds to one or more government affairs services;

[0008] Obtaining a user's government service request and assigning a business person based on the government service request;

[0009] Establish an online meeting and invite users and assigned business personnel to join the meeting, start the meeting and encrypt the audio and video data based on dynamic key exchange and adaptive encryption algorithm;

[0010] Business personnel assist users in operations through remote interaction, generate text descriptions based on business personnel's operation records and provide feedback to users;

[0011] During the operation of business personnel, time anomaly detection and user security anomaly detection are performed in real time. If there is a time anomaly, new business personnel are introduced to assist in processing. If there is a user security anomaly, the meeting is suspended.

[0012] In a specific possible implementation scheme, the step of constructing a government affairs database and a business personnel database and establishing a bidirectional mapping relationship between the government affairs database and the business personnel database includes:

[0013] A bidirectional mapping relationship between the government affairs database and the business personnel database is established based on whether the professional field of the business personnel is consistent with the needs of the government services and whether the business personnel can handle the government services.

[0014] In a specific possible implementation scheme, obtaining a user's government service request and assigning a business person based on the government service request includes:

[0015] Obtain government service requests submitted by users through the government service platform;

[0016] Determine whether the business personnel corresponding to the government service request is one or more;

[0017] If there is only one corresponding business person, assign the business person to the user;

[0018] If there are multiple corresponding business personnel, the judgment will be made based on the business load of the day. The business personnel with a smaller business load, that is, those who handle less business on that day, will be assigned to the user first. If the business loads are the same, those with higher service satisfaction will be assigned first. If the service satisfactions are the same, random assignment will be performed.

[0019] In a specific implementation scheme, the encryption processing of audio and video data based on dynamic key exchange and adaptive encryption algorithm includes:

[0020] The dynamic key exchange protocol is used to generate and distribute encryption keys. Through dynamic key exchange, both parties in the conference can securely generate a shared key during the communication process. The key exchange formula is as follows:

[0021] K shared=Dynamic_Key_Exchange(P A ,P B )

[0022] Among them, K shared is a dynamically generated shared key, P A and P B are the key exchange parameters between two participants A and B;

[0023] Use an adaptive encryption algorithm combined with a dynamic key to encrypt audio and video data. The encryption formula is as follows:

[0024] E data =Adaptive_Encrypt(D data ,K shared ,C dynamic )

[0025] Among them, E data is the encrypted data, Adaptive_Encrypt is the adaptive encryption algorithm, D data is the original data, K shared is a dynamic key, C dynamic It is the encryption strength parameter adjusted according to the real-time situation;

[0026] After the conference starts, the audio and video streams are encrypted in real time. The stream encryption formula is as follows:

[0027] E stream =Adaptive_Encrypt(D stream ,K shared ,D dynamic ,T real )

[0028] Among them, E stream is the encrypted data stream, T real It is the influencing parameter of real-time transmission conditions;

[0029] Use a dynamic hash function to generate a checksum to ensure data integrity. The integrity check formula is as follows:

[0030] V data =Dynamic_Hash(D data ,K shared )

[0031] Among them, V data is a dynamic hash value, and Dynamic_Hash is a dynamic hash function.

[0032] In a specific possible implementation scheme, the business personnel assist the user in operating through remote interaction, and generating a text description based on the business personnel's operation record and feeding back to the user includes:

[0033] Capture the operation behaviors of business personnel and record their operation paths and behaviors on the remote desktop;

[0034] Through the event capture module embedded in the remote desktop application, the operation behavior of business personnel is recorded in real time. Each operation behavior is recorded as an event object, and the captured operation behavior is converted into symbols. The symbolization formula is as follows:

[0035] S op =Sym gen (E event ,C context )

[0036] Among them, S op It is a symbolic operation. gen is the symbol generating function, E event is an operation event, C context It is the operation context; the symbolic operation is mapped to a high-dimensional space to obtain its semantic representation, and the description accuracy is improved through optimization algorithms; the symbolic operation is mapped to the embedding space using the existing deep learning model to generate the semantic representation of the operation, and the optimization algorithm is introduced to adjust the model parameters;

[0037] The embedding generation formula is as follows:

[0038] E sem =Embed opt (S op )

[0039] Among them, E sem is the semantic embedding vector, Embed opt is the optimized embedding generation function;

[0040] The optimization formula is as follows:

[0041] E opt =E sem ⊕Context_Adj(S op )

[0042] Among them, E opt is the optimized embedding vector, ⊕ is the embedding fusion operation, and Context_Adj is the context adjustment function used to adjust the semantics of the symbolic operation;

[0043] Generate detailed operation description text based on the optimized embedding vector. The text generation formula is as follows:

[0044] T desc=NLG fine (E opt ,P style )

[0045] Among them, T desc is the generated operation description text, NLG fine is the refined NLG generation function, P style are text style parameters that control the style and tone of the description.

[0046] In a specific possible implementation scheme, the real-time time anomaly detection during the operation of the business personnel includes:

[0047] During time anomaly detection, the time anomaly value of the operation is calculated using the time anomaly detection formula. The calculation formula is as follows:

[0048]

[0049] Among them, E T is the time anomaly value of the ith operation, T i is the actual time interval of the ith operation, is the average of the operation time intervals calculated from historical data, σ T is the standard deviation of the operation time interval calculated from historical data;

[0050] The time interval of each operation is recorded in real time, the time anomaly value of each operation is calculated using the formula, and the time anomaly threshold is set. If the time anomaly value is greater than the time anomaly threshold, it is considered a time anomaly.

[0051] In a specific possible implementation scheme, the real-time user security anomaly detection during the operation of the business personnel includes:

[0052] Mark the user's privacy area;

[0053] Monitor the click operations of business personnel on the desktop and compare the overlap between the click position and the marked area in real time;

[0054] If a business person clicks on the privacy mark area, the meeting will be automatically paused and a warning notification will be displayed to the user, who will then decide whether to continue the meeting.

[0055] In the second aspect, the present application provides a multi-terminal collaborative government service system, which adopts the following technical solutions:

[0056] A multi-terminal collaborative government service system, comprising:

[0057] A mapping establishment module is used to construct a government affairs database and a business personnel database, and establish a bidirectional mapping relationship between the government affairs database and the business personnel database, so that each government affairs service corresponds to one or more business personnel, and each business personnel corresponds to one or more government affairs services;

[0058] A personnel allocation module is used to obtain a user's government service request and allocate business personnel based on the government service request;

[0059] Data encryption module, used to establish online meetings and invite users and assigned business personnel to join the meetings, start meetings and encrypt audio and video data based on dynamic key exchange and adaptive encryption algorithms;

[0060] The text feedback module is used by business personnel to assist users in operations through remote interaction, generate text descriptions based on the business personnel's operation records and feedback to users;

[0061] The anomaly detection module is used to perform real-time time anomaly detection and user security anomaly detection during business personnel operations. If it is a time anomaly, new business personnel are introduced to assist in processing; if it is a user security anomaly, the meeting is suspended.

[0062] In a third aspect, the present application provides an electronic device, comprising a processor and a memory; the memory stores a program, and the program is loaded and executed by the processor to implement a multi-terminal collaborative government service method as described in the first aspect.

[0063] In a fourth aspect, the present application provides a computer-readable storage medium, in which a program is stored. When the program is executed by a processor, it is used to implement a multi-terminal collaborative government service method as described in the first aspect.

[0064] In summary, the beneficial effects of this application include at least:

[0065] (1) By performing time anomaly detection and user security anomaly detection in real time, the security and operation quality of the meeting can be significantly improved. User security anomaly detection ensures that business personnel will not click on the privacy area marked by the user. It effectively protects user privacy by monitoring the click location in real time and automatically pausing the meeting and notifying the user when a click on the privacy area is detected. Time anomaly detection calculates the time interval anomaly of the operation to quickly identify and handle operation delays and ensure the smoothness of the service process. These measures not only reduce the risks of privacy leakage and irregular operations, but also improve the reliability and efficiency of the service. At the same time, they provide data support for future service improvements and enhance users' trust in the platform.

[0066] (2) By capturing every operation behavior, including mouse clicks, keyboard input, etc., the operation path and steps of the business personnel can be recorded in detail. This provides a detailed operation record, which is helpful for subsequent analysis and reference. The operation behavior is converted into a symbolic representation, so that each operation has clear semantics, which simplifies the representation and processing of complex operations. The semantic representation of the operation through high-dimensional embedding vectors can capture the deep meaning and contextual association of the operation, and improve the accuracy of the description. The generated text description provides clear operation guidance, which helps users understand the operation steps, reduce misoperation, and improve user experience. The real-time guidance of business personnel and the instant feedback of operation records enable users to get help quickly, improving the efficiency and quality of service. Detailed operation records can be used to analyze the operation patterns of business personnel and the usage of users, helping to improve service quality.

[0067] Through audio and video interaction, remote desktop sharing and control functions, users are provided with real-time, face-to-face online guidance services. Specifically, this method intelligently allocates appropriate business personnel by establishing a two-way mapping relationship between the government service database and the business personnel database; uses RTC technology to establish encrypted online meetings to provide users with real-time guidance; through remote desktop sharing, business personnel can guide user operations in real time, while recording and generating text descriptions of operation behaviors; and monitor operation records in real time to detect time anomalies and user privacy anomalies to ensure the safety and efficiency of the service process. This technical solution solves the problems of the traditional online processing method, such as the difficulty of users handling alone, the lack of real-time guidance, and the high cost of offline processing, and realizes efficient, accurate and low-cost government services.

[0068] The above description is only an overview of the technical solution of the present application. In order to more clearly understand the technical means of the present application and implement it according to the contents of the specification, the following is a detailed description of the preferred embodiments of the present application in conjunction with the accompanying drawings. BRIEF DESCRIPTION OF THE DRAWINGS

[0069] Figure 1 It is a flow chart of the multi-terminal collaborative government service method in the embodiment of the present application.

[0070] Figure 2 It is a schematic diagram of the overall process of the multi-terminal collaborative government service method in the embodiment of the present application.

[0071] Figure 3 It is a structural block diagram of the multi-terminal collaborative government service system in an embodiment of the present application.

[0072] Figure 4 It is a block diagram of an electronic device for multi-terminal collaborative government services in an embodiment of the present application. DETAILED DESCRIPTION

[0073] The specific implementation methods of the present application are further described in detail below in conjunction with the accompanying drawings and examples. The following examples are used to illustrate the present application but are not intended to limit the scope of the present application.

[0074] Optionally, the present application uses the multi-terminal collaborative government service method provided in each embodiment as an example for explanation in an electronic device, where the electronic device is a terminal or a server. The terminal may be a computer, a tablet computer, etc. This embodiment does not limit the type of electronic device.

[0075] Reference Figure 1 , is a flowchart of a multi-terminal collaborative government service method provided by an embodiment of the present application, and the method includes at least the following steps:

[0076] Step S101: construct a government affairs database and a business personnel database, and establish a bidirectional mapping relationship between the government affairs database and the business personnel database, so that each government service corresponds to one or more business personnel, and each business personnel corresponds to one or more government services.

[0077] Step S102: Obtain the user's government service request and assign business personnel based on the government service request.

[0078] Step S103: establish an online conference and invite users and assigned business personnel to join the conference, start the conference and encrypt the audio and video data based on dynamic key exchange and adaptive encryption algorithm.

[0079] Step S104: The business personnel assists the user in operating through remote interaction, generates a text description based on the business personnel's operation record and feeds back to the user.

[0080] Step S105: During the operation of the business personnel, time anomaly detection and user security anomaly detection are performed in real time. If it is a time anomaly, a new business personnel is introduced to assist in the processing. If it is a user security anomaly, the meeting is suspended.

[0081] In step S101, a government affairs database containing all government affairs service items is first created. The government affairs database includes detailed information of each government affairs service, such as service name, description, handling requirements, etc. At the same time, a business personnel database containing all business personnel information is created. The business personnel database includes the business personnel's name, contact information, professional field, etc. Then, a bidirectional mapping relationship between the government affairs database and the business personnel database is established based on whether the business personnel's professional field meets the needs of government affairs services and whether the business personnel choose to handle the government affairs services.

[0082] In step S102, the government service request submitted by the user is obtained through the government service platform, and then it is determined whether the government service request corresponds to one or more business personnel. If the corresponding business personnel is one, the business personnel is assigned to the user. If there are multiple corresponding business personnel, firstly determine according to the business load of the day, and give priority to assigning the business personnel with a small business load, that is, the business personnel who handle less business on the day to the user. If the business loads are the same, the business personnel with high service satisfaction are assigned first. If the service satisfaction is the same, random assignment is performed.

[0083] In step S103, the government service platform generates an online meeting and generates a unique meeting link. The meeting is used for real-time interaction between users and business personnel. The government service platform then sends the meeting link to users and business personnel through notifications (such as email, text messages, or built-in messaging systems) and invites them to join the meeting. After the user and business personnel enter the online meeting, the meeting is started and the audio and video data are encrypted. Specifically, before the meeting starts, the dynamic key exchange protocol is first used to generate and distribute encryption keys. Through dynamic key exchange, both parties in the meeting can securely generate a shared key during the communication process. This key is continuously updated during the session to prevent the key from being exposed for a long time. The key exchange formula is as follows:

[0084] K shared =Dynamic_Key_Exchange(P A ,P B )

[0085] Among them, K shared is a dynamically generated shared key, P A and P B It is the key exchange parameter of the two participants A and B. The standard dynamic key exchange protocol used in this application is such as the Diffie-Hellman protocol, which is used to generate and distribute shared keys before the communication begins. Through this protocol, participants can securely generate a shared key, which is dynamically updated during the session. This key exchange protocol is a mature encryption technology and is widely used in various secure communication systems. Specifically, the Dynamic_Key_Exchange function uses the calculation method in the existing key exchange protocol, which is the Diffie-Hellman key exchange algorithm in this application, and inputs the key exchange parameters of the participants into the algorithm to generate a shared key.

[0086] The audio and video data is then encrypted using an adaptive encryption algorithm combined with a dynamic key. The adaptive encryption algorithm adjusts the encryption strength according to real-time network conditions and data characteristics to optimize encryption efficiency and data transmission stability. The encryption formula is as follows:

[0087] Edata =Adaptive_Encrypt(D data ,K shared ,C dynamic )

[0088] Among them, E data is the encrypted data, Adaptive_Encrypt is the adaptive encryption algorithm, D data is the original data, K shared is a dynamic key, C dynamic It is an encryption strength parameter adjusted according to the real-time situation. Specifically, the AES-GCM encryption algorithm of the prior art is adopted in this application. The Adaptive_Encrpyt function converts D data , K shared and C dynamic The input is encrypted using the AES-GCM encryption algorithm.

[0089] In practice, the audio and video streams are encrypted in real time after the meeting starts to protect the privacy of the meeting content. The system dynamically adjusts the encryption parameters to adapt to changes in network conditions and maintain the stability and security of data transmission. The stream encryption formula is as follows:

[0090] E stream =Adaptive_Encrypt(D stream ,K shared ,D dynamic ,T real )

[0091] Among them, E stream is the encrypted data stream, T real It is a parameter that affects the real-time transmission condition. Specifically, the Adaptive_Encrypt function inputs the above parameters into the existing AES symmetric encryption algorithm for stream encryption.

[0092] Finally, a dynamic hash function is used to generate a checksum to ensure data integrity. The dynamic hash function generates different hash values ​​according to the changes in the data stream to improve the ability to resist tampering. The integrity check formula is as follows:

[0093] V data =Dynamic_Hash(D data ,K shared )

[0094] Among them, V data is a dynamic hash value, and Dynamic_Hash is a dynamic hash function. Specifically, the Dynamic_Hash function converts V data and K sharedInput into the existing SHA-3 secure hash algorithm for data integrity verification.

[0095] By introducing dynamic key exchange and adaptive encryption algorithms, these steps not only ensure the security of conference data, but also improve the adaptability to different network conditions and data characteristics, thereby providing a more secure and efficient conference experience. In summary, the above technology combination provides a comprehensive encryption solution that ensures the security and performance of audio and video conference data through dynamic key exchange and adaptive encryption algorithms. Dynamic key exchange ensures that even if the key is exposed in the session, subsequent data is still protected, and the adaptive encryption algorithm optimizes the encryption strength under different network conditions to improve the security of data transmission. The adaptive encryption algorithm adjusts the encryption strength according to the real-time network conditions, reducing the delay caused by network fluctuations while maintaining high data security. Real-time data stream encryption combined with dynamic parameter adjustment ensures the stability of data transmission and prevents the impact of network changes on data transmission quality. Dynamic hash functions provide data integrity verification to detect whether there is data tampering or loss, improving the security of data transmission. Through these comprehensive measures, the audio and video data in the meeting can be fully protected, while optimizing the user experience and ensuring the security, integrity and stability of data transmission.

[0096] In step S104, the business personnel provide real-time guidance to the user through the remote desktop sharing and control function. When the business personnel assist the user in the operation, the government service platform automatically records the business personnel's operation behavior and generates a detailed text description. These text descriptions will be fed back to the user to help the user understand the operation steps and process.

[0097] Specifically, first capture the operation behaviors of business personnel, including mouse clicks, keyboard input, window switching, etc., and record their operation paths and behaviors on the remote desktop. Then, through the event capture module implanted in the remote desktop application, the operation behaviors of business personnel are recorded in real time. Each operation behavior is recorded as an event object, which contains information such as operation type (such as "click" or "input"), location, timestamp, parameters, etc. The captured operation behaviors are converted into symbols with specific semantics for subsequent processing. A set of operation symbols and rules are designed to represent different operation behaviors. For example, "CL" represents a click operation and "IN" represents an input operation, where the symbol can have parameters, such as the click location (x, y) or the input text content. Each operation event is then converted into a corresponding symbol with the necessary context information. The symbolization formula is as follows:

[0098] S op =Sym gen (E event ,C context )

[0099] Among them, S op It is a symbolic operation. gen is the symbol generating function, E event is an operation event, C context is the operation context. The symbolic operation is then mapped to a high-dimensional space to obtain its semantic representation, and the description accuracy is improved through optimization algorithms. The symbolic operation is mapped to the embedding space using an existing deep learning model to generate a semantic representation of the operation, and an optimization algorithm is introduced to adjust the model parameters to improve the quality of semantic embedding.

[0100] Optionally, the embedding generation formula is as follows:

[0101] E sem =Embed opt (S op )

[0102] Among them, E sem is the semantic embedding vector, Embed opt is an optimized embedding generation function, which uses the existing GloVe word embedding technology to embed S op Convert to semantic embedding vector.

[0103] Optionally, the optimization formula is as follows:

[0104] E opt =E sem ⊕Context_Adj(S op )

[0105] Among them, E opt is the optimized embedding vector, ⊕ is the embedding fusion operation, and Context_Adj is the context adjustment function used to adjust the semantics of the symbolic operation, that is, to adjust the above parameters using the existing ELMo technology.

[0106] Finally, a detailed operation description text is generated based on the optimized embedding vector, and its readability and accuracy are ensured. Specifically, the optimized embedding vector is converted into a natural language description using a natural language generation (NLG) model, and the text is post-processed to improve the naturalness and coherence of the description. The text generation formula is as follows:

[0107] T desc =NLG fine (E opt ,P style )

[0108] Among them, T desc is the generated operation description text, NLG fine is the refined NLG generation function, P styleIt is a text style parameter used to control the style and tone of the description. fine The function is to convert E opt and P style Input into the GPT class model.

[0109] In summary, by capturing every operation behavior, including mouse clicks, keyboard input, etc., the operation path and steps of the business personnel can be recorded in detail. This provides a detailed operation record, which is helpful for subsequent analysis and reference. The operation behavior is converted into a symbolic representation, so that each operation has clear semantics, which simplifies the representation and processing of complex operations. The semantic representation of the operation through high-dimensional embedding vectors can capture the deep meaning and contextual association of the operation, and improve the accuracy of the description. The generated text description provides clear operation guidance, which helps users understand the operation steps, reduce misoperation, and improve user experience. The real-time guidance of business personnel and the instant feedback of operation records enable users to get help quickly, improving the efficiency and quality of service. Detailed operation records can be used to analyze the operation mode of business personnel and the usage of users, helping to improve service quality. In addition, the generated operation description can be used as training material to help new users familiarize themselves with the system and operation process more quickly.

[0110] In step S105, the business personnel need to perform time anomaly detection and user security anomaly detection in real time when assisting the user operation.

[0111] Specifically, when user security anomalies are detected, the user's privacy area is marked, and the operations of business personnel are monitored in real time to ensure that the marked area is not clicked, thereby maintaining user privacy. Specifically, in the user's desktop sharing interface, the user can mark a specific area as a privacy area. This area is set as a sensitive area during the meeting, and the business personnel's click operations on the desktop are monitored. The overlap between the click position and the marked area is compared in real time. If the business personnel clicks on the privacy marked area, the meeting is automatically suspended, and a warning notification is displayed to the user, who decides whether to continue the meeting.

[0112] Specifically, during time anomaly detection, the time anomaly value of the operation is calculated using the time anomaly detection formula, which is as follows:

[0113]

[0114] Among them, E T is the time anomaly value of the ith operation, T i is the actual time interval of the ith operation, is the average of the operation time intervals calculated from historical data, σ TIt is the standard deviation of the operation time interval calculated from historical data. In implementation, the time interval of each operation is recorded in real time, the time anomaly value of each operation is calculated using a formula, and the time anomaly threshold is set. If the time anomaly value is greater than the time anomaly threshold, it is considered a time anomaly, and new business personnel need to be introduced to assist. By performing time anomaly detection and user security anomaly detection in real time, the security and operation quality of the meeting can be significantly improved. User security anomaly detection ensures that business personnel will not click on the privacy area marked by the user. By monitoring the click position in real time, and automatically pausing the meeting and notifying the user when a click on the privacy area is detected, user privacy is effectively protected. Time anomaly detection calculates the time interval anomaly value of the operation, quickly identifies and handles the operation delay problem, and ensures the smoothness of the service process. These measures not only reduce the risk of privacy leakage and irregular operation, but also improve the reliability and efficiency of the service. At the same time, they provide data support for future service improvements and enhance users' trust in the platform.

[0115] In summary, refer to Figure 2 , through audio and video interaction, remote desktop sharing and control functions, to provide users with real-time, face-to-face online guidance services. Specifically, this method intelligently allocates appropriate business personnel by establishing a two-way mapping relationship between the government service database and the business personnel database; uses RTC technology to establish encrypted online meetings to provide users with real-time guidance; through remote desktop sharing, business personnel can guide user operations in real time, while recording and generating text descriptions of operation behaviors; and monitor operation records in real time to detect time anomalies and user privacy anomalies to ensure the safety and efficiency of the service process. This technical solution solves the problems of the traditional online processing method, such as the difficulty of users handling alone, the lack of real-time guidance, and the high cost of offline processing, and realizes efficient, accurate and low-cost government services.

[0116] Figure 3 This is a structural block diagram of a multi-terminal collaborative government service system provided by an embodiment of the present application. The device includes at least the following modules:

[0117] The mapping establishment module is used to construct the government affairs database and the business personnel database, and establish a two-way mapping relationship between the government affairs database and the business personnel database, so that each government service corresponds to one or more business personnel, and each business personnel corresponds to one or more government services.

[0118] The personnel allocation module is used to obtain user government service requests and allocate business personnel based on the government service requests.

[0119] The data encryption module is used to establish an online meeting and invite users and assigned business personnel to join the meeting, start the meeting and encrypt the audio and video data based on dynamic key exchange and adaptive encryption algorithm.

[0120] The text feedback module is used by business personnel to assist users in operations through remote interaction. It generates text descriptions based on the business personnel's operation records and feeds back to users.

[0121] The anomaly detection module is used to perform real-time time anomaly detection and user security anomaly detection during business personnel operations. If it is a time anomaly, new business personnel are introduced to assist in processing; if it is a user security anomaly, the meeting is suspended.

[0122] For relevant details, refer to the above method embodiment.

[0123] Figure 4 4 is a block diagram of an electronic device provided by an embodiment of the present application. The device at least includes a processor 401 and a memory 402.

[0124] The processor 401 may include one or more processing cores, such as a 4-core processor, an 8-core processor, etc. The processor 401 may be implemented in at least one hardware form of DSP (Digital Signal Processing), FPGA (Field-Programmable Gate Array), and PLA (Programmable Logic Array). The processor 401 may also include a main processor and a coprocessor. The main processor is a processor for processing data in the awake state, also known as a CPU (Central Processing Unit); the coprocessor is a low-power processor for processing data in the standby state. In some embodiments, the processor 401 may be integrated with a GPU (Graphics Processing Unit), which is responsible for rendering and drawing the content to be displayed on the display screen. In some embodiments, the processor 401 may also include an AI (Artificial Intelligence) processor, which is used to process computing operations related to machine learning.

[0125] The memory 402 may include one or more computer-readable storage media, which may be non-transitory. The memory 402 may also include a high-speed random access memory, and a non-volatile memory, such as one or more disk storage devices, flash memory storage devices. In some embodiments, the non-transitory computer-readable storage medium in the memory 402 is used to store at least one instruction, which is used to be executed by the processor 401 to implement the multi-terminal collaborative government service method provided in the method embodiment of the present application.

[0126] In some embodiments, the electronic device may further optionally include: a peripheral device interface and at least one peripheral device. The processor 401, the memory 402 and the peripheral device interface may be connected via a bus or a signal line. Each peripheral device may be connected to the peripheral device interface via a bus, a signal line or a circuit board. Schematically, the peripheral devices include but are not limited to: a radio frequency circuit, a touch display screen, an audio circuit, and a power supply.

[0127] Of course, the electronic device may also include fewer or more components, which is not limited in this embodiment.

[0128] Optionally, the present application also provides a computer-readable storage medium, in which a program is stored, and the program is loaded and executed by a processor to implement the multi-terminal collaborative government service method of the above-mentioned method embodiment.

[0129] Optionally, the present application also provides a computer product, which includes a computer-readable storage medium, in which a program is stored, and the program is loaded and executed by a processor to implement the multi-terminal collaborative government service method of the above-mentioned method embodiment.

[0130] The technical features of the above embodiments may be combined arbitrarily. To make the description concise, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this specification.

[0131] The above embodiments only express several implementation methods of the present application, and the descriptions thereof are relatively specific and detailed, but they cannot be understood as limiting the scope of the invention patent. It should be pointed out that, for a person of ordinary skill in the art, several variations and improvements can be made without departing from the concept of the present application, and these all belong to the protection scope of the present application. Therefore, the protection scope of the patent of the present application shall be subject to the attached claims.

Claims

1. A multi-terminal collaborative government service method, characterized in that: The method comprises: Constructing a government affairs database and a business personnel database, and establishing a bidirectional mapping relationship between the government affairs database and the business personnel database, so that each government affairs service corresponds to one or more business personnel, and each business personnel corresponds to one or more government affairs services; Obtaining a user's government service request and assigning a business person based on the government service request; Establish an online meeting and invite users and assigned business personnel to join the meeting, start the meeting and encrypt the audio and video data based on dynamic key exchange and adaptive encryption algorithm; Business personnel assist users in operations through remote interaction, generate text descriptions based on business personnel's operation records and provide feedback to users; During the operation of business personnel, time anomaly detection and user security anomaly detection are performed in real time. If there is a time anomaly, new business personnel are introduced to assist in processing; if there is a user security anomaly, the meeting is suspended.

2. The multi-terminal collaborative government service method according to claim 1, characterized in that: The step of constructing a government affairs database and a business personnel database and establishing a bidirectional mapping relationship between the government affairs database and the business personnel database includes: A bidirectional mapping relationship between the government affairs database and the business personnel database is established based on whether the professional field of the business personnel is consistent with the needs of the government services and whether the business personnel can handle the government services.

3. The multi-terminal collaborative government service method according to claim 1, characterized in that: The obtaining of the user's government service request and the allocation of business personnel based on the government service request include: Obtain government service requests submitted by users through the government service platform; Determine whether the business personnel corresponding to the government service request is one or more; If there is only one corresponding business person, assign the business person to the user; If there are multiple corresponding business personnel, the judgment will be made based on the business load of the day. The business personnel with a smaller business load, that is, those who handle less business on that day, will be assigned to the user first. If the business loads are the same, those with higher service satisfaction will be assigned first. If the service satisfactions are the same, random assignment will be performed.

4. The multi-terminal collaborative government service method according to claim 1, characterized in that: The encryption processing of audio and video data based on dynamic key exchange and adaptive encryption algorithm includes: The dynamic key exchange protocol is used to generate and distribute encryption keys. Through dynamic key exchange, both parties in the conference can securely generate a shared key during the communication process. The key exchange formula is as follows: K shared =Dynamic_Key_Exchange(P A ,P B ) Among them, K shared is a dynamically generated shared key, P A and P B are the key exchange parameters between two participants A and B; Use an adaptive encryption algorithm combined with a dynamic key to encrypt audio and video data. The encryption formula is as follows: E data =Adaptive_Encrypt(D data ,K shared ,C dynamic ) Among them, E data is the encrypted data, Adaptive_Encrypt is the adaptive encryption algorithm, D data is the original data, K shared is a dynamic key, C dynamic It is the encryption strength parameter adjusted according to the real-time situation; After the conference starts, the audio and video streams are encrypted in real time. The stream encryption formula is as follows: E stream =Adaptive_Encrypt(D stream ,K shared ,D dynamic ,T real ) Among them, E stream is the encrypted data stream, T real It is the influencing parameter of real-time transmission conditions; Use a dynamic hash function to generate a checksum to ensure data integrity. The integrity check formula is as follows: V data =Dynamic_Hash(D data ,K shared ) Among them, V data is a dynamic hash value, and Dynamic_Hash is a dynamic hash function.

5. The multi-terminal collaborative government service method according to claim 1, characterized in that: The business personnel assist the user in operating through remote interaction, and generate a text description based on the business personnel's operation record and feed it back to the user, including: Capture the operation behaviors of business personnel and record their operation paths and behaviors on the remote desktop; Through the event capture module embedded in the remote desktop application, the operation behavior of business personnel is recorded in real time. Each operation behavior is recorded as an event object, and the captured operation behavior is converted into symbols. The symbolization formula is as follows: S op =SYm gen (E event ,C context ) Among them, S op It is a symbolic operation. gen is the symbol generating function, E event is an operation event, C context It is the operation context; the symbolic operation is mapped to a high-dimensional space to obtain its semantic representation, and the description accuracy is improved through optimization algorithms; the symbolic operation is mapped to the embedding space using the existing deep learning model to generate the semantic representation of the operation, and the optimization algorithm is introduced to adjust the model parameters; The embedding generation formula is as follows: E sem =Embed opt (S op ) Among them, E sem is the semantic embedding vector, Embed opt is the optimized embedding generation function; The optimization formula is as follows: Among them, E opt is the optimized embedding vector, is the embedding fusion operation, Context_Adj is the context adjustment function used to adjust the semantics of the symbolic operation; Generate detailed operation description text based on the optimized embedding vector. The text generation formula is as follows: T desc =NLG fine (E opt ,P style ) Among them, T desc is the generated operation description text, NLG fine is the refined NLG generation function, P style are text style parameters that control the style and tone of the description.

6. The multi-terminal collaborative government service method according to claim 1, characterized in that: The real-time time anomaly detection during the operation of the business personnel includes: During time anomaly detection, the time anomaly value of the operation is calculated using the time anomaly detection formula. The calculation formula is as follows: Among them, E T is the time anomaly value of the ith operation, T i is the actual time interval of the ith operation, is the average of the operation time intervals calculated from historical data, σ T is the standard deviation of the operation time interval calculated from historical data; The time interval of each operation is recorded in real time, the time anomaly value of each operation is calculated using the formula, and the time anomaly threshold is set. If the time anomaly value is greater than the time anomaly threshold, it is considered a time anomaly.

7. The multi-terminal collaborative government service method according to claim 1, characterized in that: The real-time user security anomaly detection during the operation of the business personnel includes: Mark the user's privacy area; Monitor the click operations of business personnel on the desktop and compare the overlap between the click position and the marked area in real time; If a business person clicks on the privacy mark area, the meeting will be automatically paused and a warning notification will be displayed to the user, who will decide whether to continue the meeting.

8. A multi-terminal collaborative government service system, characterized in that: include: A mapping establishment module is used to construct a government affairs database and a business personnel database, and establish a bidirectional mapping relationship between the government affairs database and the business personnel database, so that each government affairs service corresponds to one or more business personnel, and each business personnel corresponds to one or more government affairs services; A personnel allocation module is used to obtain a user's government service request and allocate business personnel based on the government service request; Data encryption module, used to establish online meetings and invite users and assigned business personnel to join the meetings, start meetings and encrypt audio and video data based on dynamic key exchange and adaptive encryption algorithms; The text feedback module is used by business personnel to assist users in operations through remote interaction, generate text descriptions based on the business personnel's operation records and feedback to users; The anomaly detection module is used to perform real-time time anomaly detection and user security anomaly detection during business personnel operations. If it is a time anomaly, new business personnel are introduced to assist in processing; if it is a user security anomaly, the meeting is suspended.

9. An electronic device, characterized in that: The device includes a processor and a memory; a program is stored in the memory, and the program is loaded and executed by the processor to implement a multi-terminal collaborative government service method as described in any one of claims 1 to 7.

10. A computer-readable storage medium, characterized in that: The storage medium stores a program, which, when executed by a processor, is used to implement a multi-terminal collaborative government service method as described in any one of claims 1 to 7.

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