User question positioning method and device, equipment, medium and product

Abstract

The invention provides a user question positioning method and device, equipment, a medium and a product, and relates to the technical field of computer software, the method comprises the following steps: obtaining at least one target screenshot picture uploaded by a user terminal, question description and a software page unique identifier corresponding to the target screenshot picture, the target screenshot picture is used for representing a picture obtained after the user terminal executes screenshot operation in the foreground running process of the target program; and according to the subscription configuration information, retrieving from a preset question library to obtain at least one piece of target question information related to the target screenshot picture and the question description so as to realize user question positioning. According to the method, the target problem information corresponding to the target screenshot picture is automatically positioned through the target screenshot picture uploaded by the user terminal, so that the requirement on customer service is reduced.

Description

Technical Field

[0001] The present invention relates to the field of computer software technology, and in particular to a method, device, equipment, medium and product for locating user problems. Background Art

[0002] Software as a Service (SaaS) business-to-business (toB) services mainly refer to software solutions provided by enterprises to other enterprises, and the service objects are usually operators or store owners. Since different users order different services, the layout information of the software is different, and the SaaS service is updated at a fast speed, when users encounter software anomalies or software function updates that cause usage difficulties, they usually need to consult customer service. Customer service needs to be very familiar with SaaS in order to locate user problems as quickly as possible, and the requirements for customer service are relatively high. Summary of the invention

[0003] The present invention provides a method, device, equipment, medium and product for locating user problems, so as to solve the defect that customer service needs to be very clear about SaaS in order to locate user problems as quickly as possible, which places high requirements on customer service.

[0004] The present invention provides a method for locating a user problem, which is applicable to a server and includes: obtaining at least one target screenshot image, a problem description, and a unique software page identifier corresponding to the target screenshot image uploaded by a user terminal, wherein the target screenshot image is used to represent an image obtained after the user terminal performs a screenshot operation during foreground running of a target program; determining subscription configuration information of the user terminal according to the unique software page identifier; and retrieving at least one target problem information related to the target screenshot image and the problem description from a preset problem library according to the subscription configuration information to achieve user problem locating.

[0005] As an embodiment, after retrieving at least one target question information from a preset question library, it also includes: determining the matching degree between the keywords or semantics of the question description and the keywords or semantics of the target question information; and sorting the target question information according to the matching degree.

[0006] As an embodiment, it also includes: generating an interactive simulation page corresponding to the target screenshot image according to the subscription configuration information; at least associating the simulation page and the target problem information to a preset visualization interface, and displaying the visualization interface to customer service.

[0007] The present invention provides a method for locating user problems, which is applicable to user terminals, and includes: generating at least one screenshot image in response to a screenshot operation during foreground operation of a target program; obtaining at least one target screenshot image from all the screenshot images in response to a user's operation instruction; uploading the target screenshot image, a problem description, and a unique identifier of a software page corresponding to the target screenshot image to a server, so that the server determines subscription configuration information of the user terminal according to the unique identifier of the software page; and retrieving at least one target problem information related to the target screenshot image and the problem description from a preset problem library according to the subscription configuration information to achieve user problem locating.

[0008] As an embodiment, after generating at least one screenshot image in response to a screenshot operation during the foreground running of the target program, it also includes: generating a screenshot record for each screenshot image according to the screenshot time, image name and software page unique identifier corresponding to each screenshot image; after obtaining at least one target screenshot image from all the screenshot images in response to the user's operation instructions, it also includes: matching each screenshot record according to the screenshot time and / or image name of the target screenshot image to obtain a matching result; and determining the software page unique identifier corresponding to the target screenshot image according to the matching result.

[0009] As an embodiment, the matching result includes a target screenshot record corresponding to the target screenshot image and a failure to match, wherein the failure to match means that the screenshot time and / or image name of the target screenshot image are different from the screenshot time and / or image name of each screenshot record; if the matching result is failure to match, determine the similarity between the screenshot time and / or image name of each screenshot record and the screenshot time and / or image name of the target screenshot image, and use the software page unique identifier corresponding to the screenshot record with the highest similarity as the software page unique identifier of the target screenshot image; upload the target screenshot image, the problem description and the software page unique identifier corresponding to the target screenshot image to the server, wherein the server is further used to generate a sample page corresponding to the target screenshot image according to the subscription configuration information of the user terminal after determining the subscription configuration information of the user terminal according to the software page unique identifier, display the sample page to the customer service, and in response to the customer service's determination instruction for the sample page, retrieve at least one target problem information related to the target screenshot image and the problem description from a preset problem library according to the subscription configuration information to locate the user problem.

[0010] The present invention also provides a device for locating user problems, comprising: an acquisition module, used to acquire at least one target screenshot image, a problem description and a unique software page identifier corresponding to the target screenshot image uploaded by a user terminal, wherein the target screenshot image is used to represent the image obtained after the user terminal performs a screenshot operation during the foreground running of a target program; a determination module, used to determine the subscription configuration information of the user terminal based on the unique software page identifier; and a positioning module, used to retrieve at least one target problem information related to the target screenshot image and the problem description from a preset question library based on the subscription configuration information to achieve user problem positioning.

[0011] The present invention also provides an electronic device, comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein when the processor executes the computer program, a method for locating user problems as described above is implemented.

[0012] The present invention also provides a non-transitory computer-readable storage medium having a computer program stored thereon, and when the computer program is executed by a processor, the method for locating a user problem as described in any one of the above is implemented.

[0013] The present invention also provides a computer program product, comprising a computer program, wherein when the computer program is executed by a processor, the method for locating a user problem as described above is implemented.

[0014] The user problem positioning method, device, equipment, medium and product provided by the present invention automatically locate the target problem information corresponding to the target screenshot image through the target screenshot image uploaded by the user terminal, thereby reducing the requirements for customer service. BRIEF DESCRIPTION OF THE DRAWINGS

[0015] In order to more clearly illustrate the technical solutions in the present invention or the prior art, the following briefly introduces the drawings required for use in the embodiments or the description of the prior art. Obviously, the drawings described below are some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0016] Figure 1 This is one of the flow charts of the method for locating user problems provided by the present invention.

[0017] Figure 2 It is a schematic diagram of the interface of the customer service system provided by the present invention.

[0018] Figure 3 This is the second flow chart of the method for locating user problems provided by the present invention.

[0019] Figure 4This is one of the structural schematic diagrams of the user problem locating device provided by the present invention.

[0020] Figure 5 This is the second structural schematic diagram of the user problem positioning device provided by the present invention.

[0021] Figure 6 It is a schematic diagram of the flow of realizing positioning by the positioning system of user problems provided by the present invention.

[0022] Figure 7 It is a structural schematic diagram of the electronic device provided by the present invention. DETAILED DESCRIPTION

[0023] In order to make the purpose, technical solution and advantages of the present invention clearer, the technical solution of the present invention will be clearly and completely described below in conjunction with the drawings of the present invention. Obviously, the described embodiments are part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0024] Figure 1 This is one of the flow charts of the method for locating a user problem provided by the present invention, such as Figure 1 As shown, the present invention provides a method for locating user problems, which is applicable to a server. The method at least includes steps S110 to S130.

[0025] Step S110, obtaining at least one target screenshot image uploaded by the user terminal, a problem description, and a unique identifier of the software page corresponding to the target screenshot image, wherein the target screenshot image is used to represent the image obtained after the user terminal performs a screenshot operation during the foreground running of the target program; specifically, the target program is usually SaaS toB software or a SaaS toB applet with the same permissions as the software.

[0026] If users encounter usage difficulties during the operation of the target program (including user operation errors, program bugs, etc.), they will usually upload screenshots of the target program and related problem descriptions to the customer service of the SaaS service. The problem description refers to the text description of the user's problem and user needs, which helps customer service understand the user's problem, such as "how to execute the next step", "what to do if the program crashes", "what to do if the program reports an error", etc.

[0027] Since different users order different services, the layout information of the software is different. The present invention generates an internal software page unique identifier for each page of each version of the software. The software page unique identifier can be used to uniquely identify the software page. The software page unique identifier can be in the form of letters and numbers.

[0028] The present invention sets a customer service function module in the target program, such as being set in a floating window of the target program or embedded in a page of the target program. The user can click to open the customer service function module and enter a page for communicating with the customer service. In step S110, the user can upload at least one target screenshot image and a problem description through the customer service function module. The unique identifier of the software page corresponding to the target screenshot image can be obtained by the user terminal by identifying the target screenshot image, or by the server identifying the target screenshot image.

[0029] In order to monitor whether the user terminal generates a screenshot image, a monitor can be configured to monitor whether there is a new addition in the screenshot image library, so as to monitor the user's screenshot behavior during the foreground running of the target program.

[0030] Step S120, determining the subscription configuration information of the user terminal according to the unique identifier of the software page; specifically, the present invention pre-constructs a mapping relationship table between the unique identifier of each software page and the subscription configuration information, and the software page unique identifier can be used as a keyword to search in the mapping relationship table to obtain the subscription configuration information corresponding to the software page unique identifier.

[0031] Since different users subscribe to different services, the layout information of the software is different. For the same page, different users subscribe to different functions, which will result in different page layouts / functions for the users (different from simple data differences). Different page layouts / functions will lead to different problems for users.

[0032] Step S130: According to the subscription configuration information, at least one target question information related to the target screenshot image and the question description is retrieved from a preset question library to locate the user question. The question library includes questions and answers corresponding to the questions, and correspondingly, the target question information includes questions and answers related to the subscription configuration information.

[0033] Optionally, at least one target question information related to the target screenshot image and the question description can be retrieved from a preset question library according to the question description and subscription configuration information to locate the user question.

[0034] It can be understood that the present invention automatically locates the target problem information corresponding to the target screenshot image through the target screenshot image uploaded by the user terminal, thereby reducing the requirements for customer service.

[0035] Based on the above embodiment, as an optional embodiment, after retrieving at least one target question information from a preset question library, it also includes: determining the matching degree between the keywords or semantics of the question description and the keywords or semantics of the target question information; and sorting the target question information according to the matching degree.

[0036] Specifically, keywords can be searched based on the content input by the user, and matching questions can be retrieved and ranked based on the keywords input by the user. It can also be processed based on semantic retrieval, mapping the user's input content to the semantic vector space, then outputting a feature vector, comparing the feature vector with the feature vector of the question, and finally ranking the target question information based on the matching degree.

[0037] It is understandable that the present invention can optimize the display of target problem information by sorting the target problem information, so as to facilitate customer service to find the problem corresponding to the user more quickly and improve the efficiency of problem location.

[0038] Figure 2 is a schematic diagram of the interface of the customer service system provided by the present invention, such as Figure 2 As shown, based on the above embodiment, as an optional embodiment, the method provided by the present invention also includes: generating an interactive simulation page corresponding to the target screenshot image according to the subscription configuration information; at least associating the simulation page and the target problem information to a preset visualization interface, and displaying the visualization interface to customer service.

[0039] A simulated page refers to a page that is generated in the customer service system based on the user's subscription configuration information (such as subscription and ordering information) within the framework of the current page, so that the customer service system can restore what the user should see under different user configurations.

[0040] The access path on the top left side of the visualization interface is the access path of the user terminal, which is convenient for customer service to simulate access or reproduce problems through their mobile phones. The right side is the dialogue interface between customer service and users.

[0041] It can be understood that the present invention can determine the page content of the target program sent by the user based on the target screenshot image uploaded by the user terminal. Since the page content of different versions and different subscription configuration information is diverse, it is difficult and inefficient for customer service to directly perform image matching through the target screenshot image. The present invention provides a visual interface to customer service through a visual interface, which is convenient for customer service to interact, perform simulated access or reproduce problems, and can match the program page of the user's problem more accurately.

[0042] The method for locating a user problem provided by the present invention is described below. The method for locating a user problem described below and the method for locating a user problem described above can be referenced to each other.

[0043] Figure 3 This is a second flow chart of the method for locating a user problem provided by the present invention. Figure 3As shown, the present invention provides a method for locating user problems, which is applicable to user terminals and at least includes steps S210 to S230.

[0044] Step S210, in response to a screenshot operation during the foreground running of the target program, generate at least one screenshot image; specifically, the user terminal can monitor the user's screenshot operation during the foreground running of the target program, and after the user performs the screenshot operation, generate a screenshot image, and the screenshot image includes the page of the target program.

[0045] Step S220, in response to the user's operation instruction, obtaining at least one target screenshot image from all the screenshot images; specifically, the user encounters a problem during the operation of the target program and obtains multiple screenshot images. When communicating with customer service, one or more screenshot images may be selected from all the screenshot images to be sent to customer service. The user's operation instruction is the operation of the user selecting the target screenshot image from all the screenshot images.

[0046] Step S230, upload the target screenshot image, the problem description and the unique identifier of the software page corresponding to the target screenshot image to the server, so that the server can determine the subscription configuration information of the user terminal according to the unique identifier of the software page; according to the subscription configuration information, retrieve at least one target problem information related to the target screenshot image and the problem description from a preset question library to locate the user problem.

[0047] It can be understood that the present invention automatically locates the target problem information corresponding to the target screenshot image through the target screenshot image uploaded by the user terminal, thereby reducing the requirements for customer service.

[0048] Based on the above embodiment, as an optional embodiment, after generating at least one screenshot image in response to the screenshot operation during the foreground running of the target program, it also includes: generating a screenshot record for each screenshot image according to the screenshot time, image name and software page unique identifier corresponding to each screenshot image.

[0049] After obtaining at least one target screenshot image from all the screenshot images in response to the user's operation instruction, the method further includes: matching each of the screenshot records according to the screenshot time and / or image name of the target screenshot image to obtain a matching result; and determining the unique identifier of the software page corresponding to the target screenshot image based on the matching result.

[0050] The screenshot time corresponding to the screenshot image can be determined by a listener configured on the user terminal. The listener monitors whether there is a new addition in the screenshot image library, and the screenshot time can be determined based on the time of the new addition.

[0051] The picture name can be generated according to the naming rules preset by the user terminal itself.

[0052] The matching result includes a target screenshot record having the same screenshot time and / or image name as the target screenshot image, and the software page unique identifier contained in the target screenshot record is used as the software page unique identifier corresponding to the target screenshot image.

[0053] It is understandable that the present invention generates a screenshot record to facilitate determination of the unique identifier of the software page of the screenshot image, and the unique identifier of the software page can help customer service quickly locate the page accessed by the user.

[0054] Based on the above embodiment, as an optional embodiment, the matching result includes a target screenshot record corresponding to the target screenshot image and a failure to match, and the failure to match means that the screenshot time and / or image name of the target screenshot image are different from the screenshot time and / or image name of each screenshot record.

[0055] If the matching result is that no match can be found, determine the similarity between the screenshot time and / or image name of each screenshot record and the screenshot time and / or image name of the target screenshot image, and use the software page unique identifier corresponding to the screenshot record with the highest similarity as the software page unique identifier of the target screenshot image; upload the target screenshot image, the problem description and the software page unique identifier corresponding to the target screenshot image to the server, and the server is also used to generate a sample page corresponding to the target screenshot image according to the subscription configuration information of the user terminal after determining the subscription configuration information of the user terminal according to the software page unique identifier, display the sample page to customer service, and in response to the customer service's determination instruction for the sample page, retrieve at least one target problem information related to the target screenshot image and the problem description from a preset question library according to the subscription configuration information to locate the user problem.

[0056] Specifically, when a user sends a screenshot through the customer service function, a match is made in the screenshot record based on the time / name of the screenshot entered by the user to determine the page number corresponding to the screenshot. When the screenshot record cannot be matched, a match is made based on the closest screenshot record, and a pattern is popped up for customer service confirmation. When the customer service confirms that the patterns are the same, subsequent information is generated.

[0057] It should be noted that the simulation page needs to call the user configuration information, which requires certain resources and time. At the same time, the simulation page is interactive. The sample page is a fixed image and cannot be operated. The main purpose is for customer service to confirm whether the image sent by the user is consistent with the page.

[0058] It is understandable that the present invention can further improve the accuracy of page positioning by setting up a sample page for customer service to confirm when the unique identifier of the software page cannot be confirmed.

[0059] The following is a description of a user problem locating device provided by the present invention. The user problem locating device described below and the user problem locating method described above can correspond to each other.

[0060] Figure 4 is one of the structural schematic diagrams of the user problem positioning device provided by the present invention, such as Figure 4 As shown, the present invention also provides a user problem positioning device, corresponding to the positioning method applicable to the server, including the following modules.

[0061] The acquisition module 410 is used to obtain at least one target screenshot image uploaded by the user terminal, a problem description and a unique identifier of the software page corresponding to the target screenshot image, wherein the target screenshot image is used to represent the image obtained after the user terminal performs a screenshot operation during the foreground running of the target program.

[0062] The determination module 420 is used to determine the subscription configuration information of the user terminal according to the unique identifier of the software page.

[0063] The positioning module 430 is used to retrieve at least one target question information related to the target screenshot image and the question description from a preset question library according to the subscription configuration information to achieve user question positioning.

[0064] As an embodiment, it also includes: determining the matching degree between the keywords or semantics of the question description and the keywords or semantics of the target question information; and sorting the target question information according to the matching degree.

[0065] As an embodiment, it also includes: generating an interactive simulation page corresponding to the target screenshot image according to the subscription configuration information; at least associating the simulation page and the target problem information to a preset visualization interface, and displaying the visualization interface to customer service.

[0066] The following is a description of a user problem locating device provided by the present invention. The user problem locating device described below and the user problem locating method described above can correspond to each other.

[0067] Figure 5 This is a second structural diagram of the user problem location device provided by the present invention, such as Figure 5 As shown, the present invention also provides a user problem positioning device, corresponding to a positioning method applicable to a user terminal, including the following modules.

[0068] The generating module 510 is used to generate at least one screenshot image in response to a screenshot operation during the foreground running of the target program.

[0069] The picture determination module 520 is used to obtain at least one target screenshot picture from all the screenshot pictures in response to the user's operation instruction.

[0070] The upload module 530 is used to upload the target screenshot image, the problem description and the unique identifier of the software page corresponding to the target screenshot image to the server, so that the server can determine the subscription configuration information of the user terminal according to the unique identifier of the software page; according to the subscription configuration information, retrieve at least one target problem information related to the target screenshot image and the problem description from a preset question library to locate the user problem.

[0071] As an embodiment, it also includes: generating a screenshot record for each screenshot image according to the screenshot time, image name and software page unique identifier corresponding to each screenshot image; after obtaining at least one target screenshot image from all the screenshot images in response to the user's operation instruction, it also includes: matching each screenshot record according to the screenshot time and / or image name of the target screenshot image to obtain a matching result; and determining the software page unique identifier corresponding to the target screenshot image according to the matching result.

[0072] As an embodiment, the matching result includes a target screenshot record corresponding to the target screenshot image and a failure to match, wherein the failure to match means that the screenshot time and / or image name of the target screenshot image are different from the screenshot time and / or image name of each screenshot record; if the matching result is failure to match, determine the similarity between the screenshot time and / or image name of each screenshot record and the screenshot time and / or image name of the target screenshot image, and use the software page unique identifier corresponding to the screenshot record with the highest similarity as the software page unique identifier of the target screenshot image; upload the target screenshot image, the problem description and the software page unique identifier corresponding to the target screenshot image to the server, wherein the server is further used to generate a sample page corresponding to the target screenshot image according to the subscription configuration information of the user terminal after determining the subscription configuration information of the user terminal according to the software page unique identifier, display the sample page to the customer service, and in response to the customer service's determination instruction for the sample page, retrieve at least one target problem information related to the target screenshot image and the problem description from a preset problem library according to the subscription configuration information to locate the user problem.

[0073] It should be noted that the user problem locating device provided by the present invention can execute the user problem locating method described in any of the above embodiments during specific operation, and has the technical effect corresponding to the method, which will not be elaborated in this embodiment.

[0074] like Figure 6 As shown, the present invention also provides a user problem positioning system, including a user terminal, a server and a client terminal. The steps of implementing positioning based on the user problem positioning system are as follows: Figure 6 As shown, the page number is the unique identifier of the software page, the user configuration information is the subscription configuration information of the user terminal, and the boot legend includes a simulation page and a sample page.

[0075] Figure 7 An example of a physical structure diagram of an electronic device is shown in FIG. Figure 7 As shown, the electronic device may include: a processor 710, a communication interface 720, a memory 770 and a communication bus 740, wherein the processor 710, the communication interface 720 and the memory 770 communicate with each other through the communication bus 740. The processor 710 may call the logic instructions in the memory 770 to execute a method for locating a user problem, the method comprising: obtaining at least one target screenshot image uploaded by a user terminal, a problem description and a unique identifier of a software page corresponding to the target screenshot image, wherein the target screenshot image is used to represent the image obtained after the user terminal performs a screenshot operation during the foreground running of the target program; determining the subscription configuration information of the user terminal according to the unique identifier of the software page; and retrieving at least one target problem information related to the target screenshot image and the problem description from a preset problem library according to the subscription configuration information to achieve user problem location.

[0076] In addition, the logic instructions in the above-mentioned memory 770 can be implemented in the form of a software functional unit and can be stored in a computer-readable storage medium when it is sold or used as an independent product. Based on this understanding, the technical solution of the present invention, in essence, or the part that contributes to the prior art or the part of the technical solution, can be embodied in the form of a software product, and the computer software product is stored in a storage medium, including a number of instructions to enable a computer device (which can be a personal computer, a server, or a network device, etc.) to perform all or part of the steps of the method described in each embodiment of the present invention. The aforementioned storage medium includes: U disk, mobile hard disk, read-only memory (ROM, Read-Only Memory), random access memory (RAM, Random Access Memory), disk or optical disk and other media that can store program codes.

[0077] On the other hand, the present invention also provides a computer program product, which includes a computer program. The computer program can be stored on a non-transitory computer-readable storage medium. When the computer program is executed by a processor, the computer can execute the user problem locating method provided by the above-mentioned methods, the method including: obtaining at least one target screenshot image, a problem description and a software page unique identifier corresponding to the target screenshot image uploaded by a user terminal, wherein the target screenshot image is used to represent the image obtained after the user terminal performs a screenshot operation during the foreground running of the target program; determining the subscription configuration information of the user terminal according to the software page unique identifier; and retrieving at least one target problem information related to the target screenshot image and the problem description from a preset question library according to the subscription configuration information to achieve user problem locating.

[0078] On the other hand, the present invention also provides a non-transitory computer-readable storage medium having a computer program stored thereon, which, when executed by a processor, is implemented to execute the user problem locating method provided by the above-mentioned methods, the method comprising: obtaining at least one target screenshot image, a problem description and a unique software page identifier corresponding to the target screenshot image uploaded by a user terminal, wherein the target screenshot image is used to represent the image obtained after the user terminal performs a screenshot operation during the foreground running of the target program; determining the subscription configuration information of the user terminal based on the unique software page identifier; and retrieving at least one target problem information related to the target screenshot image and the problem description from a preset question library based on the subscription configuration information to locate the user problem.

[0079] The device embodiments described above are merely illustrative, wherein the units described as separate components may or may not be physically separated, and the components displayed as units may or may not be physical units, that is, they may be located in one place, or they may be distributed on multiple network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the scheme of this embodiment. Ordinary technicians in this field can understand and implement it without paying creative labor.

[0080] Through the description of the above implementation methods, those skilled in the art can clearly understand that each implementation method can be implemented by means of software plus a necessary general hardware platform, and of course, can also be implemented by hardware. Based on this understanding, the above technical solution is essentially or the part that contributes to the prior art can be embodied in the form of a software product, and the computer software product can be stored in a computer-readable storage medium, such as ROM / RAM, a disk, an optical disk, etc., including a number of instructions for a computer device (which can be a personal computer, a server, or a network device, etc.) to execute the methods described in each embodiment or some parts of the embodiments.

[0081] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention, rather than to limit it. Although the present invention has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that they can still modify the technical solutions described in the aforementioned embodiments, or make equivalent replacements for some of the technical features therein. However, these modifications or replacements do not deviate the essence of the corresponding technical solutions from the spirit and scope of the technical solutions of the embodiments of the present invention.

Claims

1. A method for locating a user problem, characterized in that: For servers, including: Obtaining at least one target screenshot image uploaded by a user terminal, a problem description, and a unique identifier of a software page corresponding to the target screenshot image, wherein the target screenshot image is used to represent an image obtained after the user terminal performs a screenshot operation during foreground running of a target program; Determining subscription configuration information of the user terminal according to the unique identifier of the software page; According to the subscription configuration information, at least one target question information related to the target screenshot image and the question description is retrieved from a preset question library to locate the user question.

2. The method for locating user problems according to claim 1, characterized in that: After retrieving at least one target question information from the preset question library, the method further includes: Determine the matching degree between the keywords or semantics of the question description and the keywords or semantics of the target question information; The target question information is sorted according to the matching degree.

3. The method for locating user problems according to claim 1 or 2, characterized in that: Also includes: Generating an interactive simulation page corresponding to the target screenshot image according to the subscription configuration information; At least the simulation page and the target problem information are associated with a preset visualization interface, and the visualization interface is displayed to the customer service.

4. A method for locating a user problem, characterized in that: Applicable to user terminals, including: In response to a screenshot operation during foreground running of the target program, generating at least one screenshot image; In response to an operation instruction of a user, obtaining at least one target screenshot image from all the screenshot images; Upload the target screenshot, the problem description and the unique identifier of the software page corresponding to the target screenshot to the server, so that the server can determine the subscription configuration information of the user terminal according to the unique identifier of the software page; according to the subscription configuration information, retrieve at least one target problem information related to the target screenshot and the problem description from a preset question library to locate the user problem.

5. The method for locating user problems according to claim 4, characterized in that: After generating at least one screenshot in response to the screenshot operation during the foreground running of the target program, the method further includes: Generate a screenshot record for each screenshot image according to the screenshot time, image name and software page unique identifier corresponding to each screenshot image; After obtaining at least one target screenshot image from all the screenshot images in response to the user's operation instruction, the method further includes: Matching the target screenshot image in each of the screenshot records according to the screenshot time and / or image name to obtain a matching result; According to the matching result, a unique identifier of the software page corresponding to the target screenshot image is determined.

6. The method for locating user problems according to claim 5, characterized in that: The matching result includes a target screenshot record corresponding to the target screenshot image and a failure to match, wherein the failure to match refers to that the screenshot time and / or picture name of the target screenshot image are different from the screenshot time and / or picture name of each screenshot record; if the matching result is failure to match, determine the similarity between the screenshot time and / or picture name of each screenshot record and the screenshot time and / or picture name of the target screenshot image, and use the software page unique identifier corresponding to the screenshot record with the highest similarity as the software page unique identifier of the target screenshot image; The target screenshot, the problem description and the unique identifier of the software page corresponding to the target screenshot are uploaded to the server. The server is also used to generate a sample page corresponding to the target screenshot according to the subscription configuration information of the user terminal after determining the subscription configuration information of the user terminal according to the unique identifier of the software page, and display the sample page to customer service. In response to the customer service's confirmation instruction for the sample page, at least one target problem information related to the target screenshot and the problem description is retrieved from a preset question library according to the subscription configuration information to locate the user problem.

7. A device for locating user problems, characterized in that: include: An acquisition module, used to acquire at least one target screenshot image uploaded by a user terminal, a problem description, and a unique identifier of a software page corresponding to the target screenshot image, wherein the target screenshot image is used to represent an image obtained after the user terminal performs a screenshot operation during foreground running of a target program; A determination module, configured to determine the subscription configuration information of the user terminal according to the unique identifier of the software page; The positioning module is used to retrieve at least one target question information related to the target screenshot image and the question description from a preset question library according to the subscription configuration information to achieve user question positioning.

8. An electronic device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein: When the processor executes the computer program, the method for locating user problems according to any one of claims 1 to 6 is implemented.

9. A non-transitory computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the method for locating user problems as claimed in any one of claims 1 to 6 is implemented.

10. A computer program product, comprising a computer program, characterized in that When the computer program is executed by a processor, the method for locating user problems as claimed in any one of claims 1 to 6 is implemented.

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