Remote helper screen sharing method and system for government affair service and electronic equipment

Abstract

The invention discloses a remote helper screen sharing method and system for government affair service and electronic equipment, and belongs to the field of screen sharing collaboration.The method comprises the steps that service approval service classes are interacted, service antennas are extended, and link links are established and link coding tagging is carried out on the basis of a service process loop; link links are traversed, remote contact and big language model enabling are coordinated, a service management module is constructed, and the service management module is driven in a dual-mode mode; receiving a user side task, triggering double-screen window collaboration and interaction in combination with the service management module, and performing service guidance management; along with service guidance management, determining a service evaluation result; and based on a service evaluation result, an auxiliary service management module carries out double-screen collaborative management and interactive guidance management. By constructing a standardized service process, link management is carried out on service links, multiple service modes are integrated, online and offline collaborative linkage is realized, and the technical effect of improving the quality and efficiency of remote government affair services is achieved.

Description

Technical Field

[0001] The present invention relates to the technical field of screen sharing collaboration, and in particular to a remote assistance screen sharing method, system and electronic device for government service. Background Art

[0002] With the continuous advancement of Internet technology, more and more government service items can be handled online. In order to further improve the convenience and accessibility of online government services, we have begun to explore the use of remote video, screen sharing and other technical means to carry out remote assistance in government services. This remote assistance mode breaks through the limitations of time and space, and can enjoy face-to-face assistance services without leaving home. However, there are still some problems and shortcomings in the existing remote assistance of government services. On the one hand, due to the lack of standard specifications, the assistance process is often quite arbitrary, and the links are not closely connected, making it difficult to form an efficient and smooth service closed loop; on the other hand, the service mode of remote assistance is relatively single, and the interactivity and experience are not strong, which cannot fully meet the diversified assistance needs of the masses. These problems lead to low service quality and efficiency of remote assistance. Therefore, a remote assistance screen sharing method, system and electronic equipment for government services are proposed. Summary of the invention

[0003] The purpose of the present invention is to propose a remote assistance screen sharing method, system and electronic device for government service. By building a standardized service process, the service links are managed in a chain, and multiple service modes are integrated, online and offline collaborative linkage is achieved to solve the technical problems in the background technology that remote assistance for government service lacks process management, the links are not closely connected, the service mode is single, and the service quality and efficiency are low.

[0004] In view of the above problems, the present invention provides a remote assistance screen sharing method, system and electronic device for government service.

[0005] In the first aspect, the present invention proposes a remote assistance screen sharing method for government services, including: interactive service approval business classes and extending service tentacles, based on the service process loop, establishing link links and signing link codes, wherein the link links correspond to the service approval business classes; traversing the link links, coordinating remote communication and large language model empowerment, building a service management module, and the service management module is dual-mode driven; receiving user-side tasks, combining with the service management module, triggering dual-screen window collaboration and interaction, and performing service guidance management; accompanying service guidance management, synchronously acquiring multi-party data streams and performing fusion analysis and service evaluation to determine service evaluation results, wherein the multi-party data streams include real-time online and offline data streams; based on the service evaluation results, assisting the service management module to perform dual-screen collaborative management and interactive guidance management.

[0006] Optionally, determining a service process loop includes: based on a first service approval business class, calling a first business service record; traversing the first business service record to determine a mainline business portion and an extended service portion; traversing the mainline business portion to determine a mainline loop, traversing the extended service portion, performing extended service point screening and information rate constraints based on a first preset frequency, and determining a branch loop; fusing the mainline loop and the branch loop to determine the first service process loop.

[0007] Optionally, constructing the service management module includes: traversing the link chain to determine the first service constraint condition, configuring the first management mode, wherein the first service constraint condition at least includes real-time node access constraint and personnel matching constraint; traversing the link chain and blurring the responsibility boundary, determining the second service constraint condition, configuring the second management mode; and constructing the first management layer based on the first management mode and the second management mode.

[0008] Optionally, the construction of the service management module includes: based on the link, setting operation guidance information and determining guidance trigger rules to determine the automatic guidance mode; online collaborative service to determine the interactive guidance mode; based on the automatic guidance mode and the interactive guidance mode, constructing a second management layer; wherein the guidance trigger rules include: generating first guidance information based on a preset operation interval and a real-time link node; generating first warning information and second guidance information based on the deviation operation of the link.

[0009] Optionally, constructing the service management module includes: decoupling business services based on data flow and information security, and determining a data flow management mode and a security management mode; synchronizing timestamps to constrain the data flow management mode and the security management mode, and determining a third management layer; configuring a multi-layer embedded structure based on the first management layer, the second management layer, and the third management layer, and determining the service management module.

[0010] Optionally, a service evaluation is performed to determine a service evaluation result, including: determining a service evaluation dimension, wherein the service evaluation dimension includes at least a service process, a dual-screen collaboration status, and an interaction status; based on the service evaluation dimension, performing a service evaluation on the fused data stream to determine service characteristics, wherein the service characteristics include service evaluation indicators and service optimization directions; based on the service optimization directions, determining a strategy plan with system intervention to combine the service evaluation indicators to determine the service evaluation result.

[0011] Optionally, after screen sharing management and interactive guidance management are performed, it includes: generating a service assistance record, calling periodic record data based on a preset time period; traversing the periodic record data, and mining service defect points based on a second preset frequency, wherein user-side demand mining has the highest priority; determining management optimization goals based on the service defect points, and performing incremental learning on the service management module, wherein the learning dimensions include update learning and new learning.

[0012] In the second aspect, the present invention proposes a remote assistance screen sharing system for government services, including: a business link construction unit, which is used to interact with service approval business classes and extend service tentacles, establish link links and sign link codes based on service process loops, wherein link links correspond to service approval business classes; a link traversal empowerment unit, which is used to traverse link links, coordinate remote communication and large language model empowerment, build a service management module, and dual-mode drive of the service management module; a dual-screen collaborative guidance unit, which is used to receive user-side tasks, combine with the service management module, trigger dual-screen window collaboration and interaction, and perform service guidance management; a data fusion evaluation unit, which is used to accompany service guidance management, synchronously obtain multi-party data streams and perform fusion analysis and service evaluation, and determine service evaluation results, wherein multi-party data streams include online and offline real-time data streams; an evaluation feedback optimization unit, which is used to assist the service management module based on the service evaluation results, and perform dual-screen collaborative management and interactive guidance management.

[0013] In a third aspect, the present invention provides an electronic device, comprising: a processor; a memory for storing instructions executable by the processor; wherein the processor is used to execute the remote assistance screen sharing method for government services provided in this application.

[0014] Compared with the prior art, the present invention provides a remote assistance screen sharing method, system and electronic device for government service, which has the following beneficial effects: Interactive service approval business class and extend service tentacles, based on the service process loop, establish link links and assign link codes, among which, there is a corresponding relationship between link links and service approval business classes, establish a standardized and normalized service process framework, clarify the content and sequence of each service link, and lay the foundation for subsequent process management; traverse the link links, coordinate remote communication and large language model empowerment, build a service management module, and the service management module is dual-mode driven. Through link traversal, it can not only track and control the entire service process, but also use remote communication technology and artificial intelligence technology to empower the management module and realize intelligent and personalized service guidance; dual-mode drive is an integrated operation for online and offline Provide support; after receiving the user-side task, combined with the service management module, trigger the dual-screen window collaboration and interaction, and conduct service guidance management, which is convenient for real-time communication and problem handling between users and service personnel. Service guidance runs through the entire process of assistance to improve user experience; in the process of service guidance, synchronously obtain multi-party data streams and conduct fusion analysis and service evaluation to determine the service evaluation results. Among them, multi-party data streams include real-time data streams online and offline. By collecting omni-channel data and intelligently analyzing it, the service quality is objectively evaluated to provide a decision-making basis for optimizing services; based on the service evaluation results, the auxiliary service management module conducts dual-screen collaborative management and interactive guidance management to form a closed-loop control to optimize services and improve experience. By building a standardized service process, linking the service links, integrating multiple service methods, realizing online and offline collaborative linkage, and improving the quality and efficiency of remote government services. BRIEF DESCRIPTION OF THE DRAWINGS

[0015] Figure 1 The present invention provides a flow chart of a remote assistant screen sharing method for government services; Figure 2 The present invention provides a structural schematic diagram of a remote assistant screen sharing system for government services; Figure 3 The present invention provides a schematic structural diagram of an electronic device.

[0016] Explanation of the accompanying drawings: business link construction unit 11, link traversal enabling unit 12, dual-screen collaborative guidance unit 13, data fusion evaluation unit 14, evaluation feedback optimization unit 15, processor 21, memory 22, input device 23, output device 24. DETAILED DESCRIPTION

[0017] The following is a detailed description in conjunction with the accompanying drawings and specific implementations. In the following description, many specific details are set forth to facilitate a full understanding of the present invention. However, the present invention can be implemented in many other ways different from those described herein, and those skilled in the art can make similar generalizations without violating the connotation of the present invention, so the present invention is not limited by the specific embodiments disclosed below.

[0018] The remote assistance screen sharing method, system and electronic device for government service of the present application can be applied to occasions such as remote assistance for government service, and of course can also be used in other similar application scenarios. The remote assistance screen sharing method, system and electronic device for government service are described in detail below.

[0019] Embodiment 1, as Figure 1 As shown, this embodiment provides a remote assistance screen sharing method for government services, including: S1: Interact with the service approval business class and extend the service tentacles. Based on the service process loop, establish a link and assign link codes. There is a corresponding relationship between the link and the service approval business class.

[0020] Specifically, the service approval business category refers to all kinds of approval businesses involved in government services, including application acceptance, material review, business processing, result feedback and other links. Extended service tentacles refer to considering other service needs related to the approval business on the basis of sorting out the approval business, such as consultation and answering, progress inquiry, complaint suggestions, etc., so as to form a complete government service business system. On the basis of clarifying the business scope, each approval business link and extended service are combined into a complete and cyclical business process to form a service process loop. Through the service process loop, the sequence and logical relationship between each business link are sorted out to establish a complete business link link. In order to facilitate subsequent process management and data flow, the link link is coded and signed. By assigning a unique code to each business link, the position and role of the link in the entire link are clarified, and the link is associated with the corresponding service approval business category, and a mapping relationship between the two is established, so that the link link has the ability of flexible scheduling and dynamic configuration, laying the foundation for subsequent service management.

[0021] By systematically sorting out the approval business and expansion services of government services, a full-process business system is built. At the same time, through the construction of link links and coding signing, flexibly dispatchable business links and process specifications are formed, laying the foundation for remote assistance management.

[0022] S2: Traverse the link chain, coordinate remote communication and large language model empowerment, build a service management module, and the service management module is driven in dual mode.

[0023] Specifically, first, each node in the link chain is accessed and processed one by one. Through the traversal operation, the composition of the link chain is fully understood. In the process of traversing the link chain, each node in the link chain is empowered through remote communication and large language models. Among them, remote communication refers to the use of information technology to achieve remote communication and collaboration between the various participating entities in the government service process, and through the construction of a collaborative communication mechanism, break through the limitations of time and space, achieve efficient cross-regional and cross-departmental collaboration, and improve the response speed and processing efficiency of government services; large language model empowerment refers to the introduction of natural language processing technology, using large language models to understand and analyze various types of unstructured information generated in the government service process, such as text, voice, images, etc. Through the empowerment of large language models, intelligent review of business materials, automatic classification of user demands, and intelligent evaluation of service quality are realized, thereby greatly improving the intelligence level of government services. Collaborative remote communication and large language model empowerment enable the service management module to have the ability of cross-border collaboration and intelligent processing.

[0024] On this basis, a service management module is constructed, and the service management module is dual-mode driven. Dual-mode driven means that the service management module supports both automated processing and manual intervention working modes. In the routine service process, the service management module automatically completes management tasks such as task allocation, process scheduling, and progress tracking according to preset business rules and processing logic, and realizes automated and intelligent processing of the business. However, when dealing with some difficult and complex businesses, the service management module also allows manual intervention by staff to intervene and feedback the results. The dual-mode driven design enables the service management module to have both automated and flexible characteristics, and can flexibly respond to various business scenarios and improve the level of refined management.

[0025] By traversing the links, coordinating remote communication and empowering large language models, an intelligent and automated management mechanism is built, forming a dual-mode drive for the service management module, providing technical support for achieving efficient, standardized and flexible remote assistance management.

[0026] S3: receiving user-side tasks, combining with the service management module, triggering dual-screen window collaboration and interaction, and performing service guidance management.

[0027] Specifically, first, user-side tasks are received. User-side tasks refer to various service requests and service demands submitted by users to the government service platform through various terminal devices, such as handling business, querying progress, consulting questions, etc. Among them, the user end includes computers, mobile phones, self-service machines, etc., and supports various forms of service requests, such as voice, text, images, etc. Then, the service management module is introduced. By placing the service management module in front, the service management module is started to participate in the entire process of task processing while receiving user requests, so as to achieve timely response and accurate dispatch to user demands. After receiving and preliminarily processing the user-side tasks, the dual-screen window collaboration and interaction are triggered. The dual-screen window refers to two interactive interfaces presented by the user end and the server end respectively. Through the dual-screen design, the service end provides complete business processing tools and auxiliary information for staff, while the user end presents friendly operation guidance and information feedback to users. The collaboration and interaction of the dual-screen windows are uniformly scheduled and controlled by the service management module. According to different service requests, the service management module dynamically loads the corresponding links, coordinates the dual-screen windows to advance the business process in unison, and controls the information exchange and interactive operations of both parties, such as file transfer, information entry, progress feedback, etc. Through the operation mechanism driven by service management and coordinated by the dual-screen interface, it can achieve seamless connection between users and staff, provide personalized and humanized remote assistance experience, and ensure the standardization and consistency of the entire service process.

[0028] Subsequently, based on the dual-screen interaction, the service guidance management mode is adopted to provide necessary guidance and help for the user's operation. Service guidance management refers to the prompts and guidance of the user's operation process by the system or staff to ensure that the user completes various operations accurately and in a standardized manner. For example, when filling out an application form, according to the user's actual situation, the form filling prompt is dynamically pushed to remind the user of precautions; when uploading business materials, the standardization and completeness of the materials are preliminarily checked, and improvement suggestions are given for unqualified content; for some highly professional service items, intelligent customer service, video guidance and other services are provided to answer users' questions and provide operation demonstrations. Through service guidance management, users can promptly understand the service requirements, correct operational errors, and improve service efficiency, thereby effectively reducing the learning cost and operation threshold of remote assistance.

[0029] By introducing mechanisms such as service management, dual-screen collaboration, and intelligent guidance from the perspective of user interaction, we can achieve rapid response to user requests, automatic scheduling of task flow, and standardized management and control of service processes, providing users with a full-process, one-stop remote assistance experience.

[0030] S4: Accompanying service guidance management, synchronously obtain multi-party data streams and perform fusion analysis and service evaluation to determine service evaluation results, wherein the multi-party data streams include online and offline real-time data streams.

[0031] Specifically, in the process of remote assistance, while completing specific business handling, the behavioral data and interaction information of all parties involved are collected in real time to obtain multi-party data streams. Multi-party data streams include real-time data streams online and offline, mainly including three categories: one is user-side data, that is, the user's various operating behaviors, submitted business materials, feedback satisfaction evaluation, etc. in the process of handling affairs; the second is service-side data, that is, the staff's various operation records in the service process, the service recordings of the call center, the operation logs of the background system, etc.; the third is management-side data, that is, the service management module's scheduling instructions for the task processing process, process control information, exception handling records, etc. Through the synchronous collection of multi-source heterogeneous data, the information of the entire process of remote assistance is recorded completely, continuously and dynamically, providing a basis for subsequent data analysis and service evaluation.

[0032] Since the collected multi-party data streams have differences in format, dimension, time granularity, etc., first of all, these raw data are pre-processed by cleaning, standardization, association, etc. to improve the accuracy and availability of the data. On this basis, big data analysis, machine learning and other technologies are used to conduct all-round and multi-angle mining and analysis of the data. On the one hand, the user's service behavior characteristics, satisfaction trends, potential needs, etc. are analyzed to evaluate the availability, timeliness and convenience of the service; on the other hand, the processing standardization, response speed, abnormal situations, etc. of the service end are analyzed to evaluate the professionalism, effectiveness and continuity of the service. At the same time, a service quality evaluation report is generated to show the operation status and improvement direction of remote assistance. Through fusion analysis, service problems can be discovered and solved in a timely manner, and service processes can be continuously optimized, providing data support for improving service levels. On the basis of completing data fusion analysis, service evaluation is carried out to determine the service evaluation results. Service evaluation is a test of the quality and effectiveness of remote assistance work, and its results will directly affect subsequent service improvements.

[0033] Through data collection, integrated analysis, and service evaluation, we can accurately portray the service situation of remote assistance, while continuously testing service effectiveness and identifying areas for improvement, building a service management system driven by data quality, thereby providing remote service quality.

[0034] S5: Based on the service evaluation result, assist the service management module to perform dual-screen collaborative management and interactive guidance management.

[0035] Specifically, first, the service management module is optimized based on the service evaluation results, and the service evaluation results are fed back to the service management module as a basis for optimizing service processes and adjusting service strategies. The service management module formulates rectification plans based on the problems found in the service evaluation results, optimizes the operation process, strengthens management and control, and promptly replicates and promotes the advantages found in the service evaluation results, transforms excellent processes into specifications, and adjusts service rules and assessment standards in a timely manner. By closely combining service evaluation results with service management, a virtuous cycle of evaluation-driven optimization and optimization-enhanced evaluation is formed. On the basis of auxiliary optimization, the service evaluation results are pushed to the staff service end to guide the staff to find deficiencies; at the same time, for common problems found in the evaluation, the user-end operation instructions, form filling prompts, etc. are optimized to improve the user experience. Through dual-screen interaction, the evaluation results can be efficiently transferred and applied at the management and execution ends.

[0036] By optimizing the service management module based on the service evaluation results and optimizing it through dual-screen collaborative management and interactive guidance management, we can build a sustainable service improvement closed loop, promote the continuous iteration and upgrading of remote assistance services, meet users' personalized, high-quality service needs, and improve the quality and efficiency of remote assistance.

[0037] Furthermore, the embodiment of the present application also includes: Based on the first service approval business class, call the first business service record; Traversing the first business service record to determine the main line business part and the extended service part; Traversing the main line service part to determine the main line loop, traversing the extended service part, performing extended service point screening and information rate constraint based on the first preset frequency, and determining the branch line loop; The main line loop and the branch line loop are integrated to determine a first service flow loop.

[0038] In a feasible implementation, first, the corresponding first business service record is called based on the first service approval business class. Among them, the first service approval business class is any type of business in the service approval business class. Each type of business corresponds to a series of standardized service records, including handling procedures, application materials, approval time limits, etc. By calling the corresponding service records, the basic handling framework and requirements of this type of business are obtained, that is, the first business service record. On this basis, the first business service record is traversed and analyzed to extract the main line business part and the extended service part. Among them, the main line business refers to the basic service items that government service agencies must provide in accordance with statutory duties and management authority, which is the backbone of the service process; extended services are various services derived from the main line business, such as consultation and answers, complaints and suggestions, tracking feedback, etc. These services are supplementary and perfect to the main line business, and together constitute a complete service picture. Through the classification and sorting of the main line and extension, the hierarchical structure and internal logic of the service items are clarified.

[0039] On the basis of clarifying the main business and extended services, the process reengineering is carried out for the two types of services respectively. For the main business, through traversal analysis, it is standardized into a linear process to form a main line loop and clarify the basic sequence of business handling; for the extended service, the screening method based on the first preset frequency is adopted to eliminate the services with low frequency of use. At the same time, the information rate analysis and constraints are carried out on the services included in the screening, and the reasonable information interaction intensity is set to form a branch line loop. By optimizing the main line loop and the branch line loop respectively, the standard specifications of the main business are guaranteed, and the flexibility and diversity of the extended service are taken into account. Afterwards, the main line loop and the branch line loop are merged to form the first service process loop for the first service approval business class, laying a solid foundation for remote assistance. By executing the above steps for all service approval business classes, a service process loop is formed.

[0040] Through main line business and extended services, main line loops and branch line loops are established and integrated respectively, building a service process framework that is both standardized and flexible, fully adapting to the complexity and diversity of government service matters, accurately and efficiently guiding the process operation of remote assistance, and providing strong support for improving the quality and efficiency of assistance.

[0041] Furthermore, the embodiment of the present application also includes: Traversing the link chain to determine a first service constraint condition, and configuring a first management mode, wherein the first service constraint condition at least includes a real-time node access constraint and a personnel matching constraint; Traversing the link chain and blurring the responsibility boundary, determining the second service constraint condition, and configuring the second management mode; A first management layer is constructed based on the first management mode and the second management mode.

[0042] In a feasible implementation, first, by traversing the link, determine the first service constraint and configure the corresponding first management mode. The so-called service constraint refers to a series of rules and requirements that need to be followed in service management, including user-oriented service access, service response and other requirements, as well as task allocation, resource scheduling and other requirements. The first service constraint focuses on two aspects: real-time node access constraint and personnel matching constraint. Among them, the real-time node access constraint means that in the service process loop, for some key nodes, especially the nodes where users submit applications or consult questions, real-time access is required to start the corresponding service process and management mechanism to ensure that user needs are responded to and processed in a timely manner, requiring the service management module to dynamically perceive the operating status of the link, monitor the key nodes in real time, and immediately dispatch the corresponding service resources to carry out the assistance work once the response condition is triggered. The personnel matching constraint means that the service management module needs to reasonably deploy and assign tasks to the staff according to the current business volume and workload, so as to prevent people from waiting for business, resulting in waste of resources, and to avoid waiting for business, thereby affecting the service timeliness. When the amount of parallel services is small, personnel and services are directly matched one by one according to the link; when the amount of parallel services is large, balanced allocation, polling processing and other methods are needed to maximize the utilization efficiency of staff. On the basis of determining the first service constraint conditions, according to these constraint rules, the corresponding management mode, namely the first management mode, is set as the basic principle for scheduling various management activities.

[0043] At the same time, on the basis of traversing the link chain, the responsibility boundary is blurred, the second service constraint condition is determined and the second management mode is configured. Compared with the first service constraint condition, the second service constraint condition emphasizes the coordination and cooperation between service subjects and breaks through the responsibility boundary limit. Since there may be multi-department coordination and multi-system docking in the actual service process, it is difficult for a single subject to fully assume the management responsibility. Therefore, it is necessary to establish a cross-department and cross-system coordination mechanism based on the link chain, and form an integrated comprehensive management capability through responsibility sharing and process linkage to cope with complex and changing service scenarios. Subsequently, on the basis of the first management mode and the second management mode, the first management layer is further constructed. Among them, the first management layer is a composite management architecture, which includes both a standard layer for process control based on service specifications and a coordination layer for linkage response based on subject coordination. By constructing the first management layer, the service management can be diversified and flexible at the execution level, ensuring the standardized operation of service management, stimulating management vitality, continuously optimizing the management mode, and continuously improving the management efficiency of remote assistance.

[0044] Furthermore, the embodiment of the present application also includes: Based on the link, setting operation guidance information and determining guidance triggering rules, and determining an automatic guidance mode; Online collaborative services, determine the interactive guidance mode; Based on the automatic guidance mode and the interactive guidance mode, construct a second management layer; The guidance triggering rules include: Generate first guidance information based on a preset operation interval and a real-time link node; Based on the deviation operation of the link, a first warning message and a second guidance message are generated.

[0045] In a preferred embodiment, first, based on the link, set the operation guidance information and guidance trigger rules to build an automatic guidance mode. Operation guidance information refers to providing corresponding operation tips, filling instructions, precautions and other guiding information according to the current service link and user role during the service handling process to help users complete the service application accurately and efficiently. This information is embedded in each node of the service process and presented in the form of pop-up windows, bubbles, voice, etc. The guidance trigger rule defines the timing and conditions for presenting the operation guidance information. Specifically, first, the first guidance information is generated based on the preset operation interval and the real-time link node. The preset operation interval means that after the user enters a certain service link, if the user is detected to have no further operation within the set time interval, the first guidance information is triggered to remind the user to perform the next operation. The real-time link node means that when the user's operation triggers a specific node, the guidance information of the node is immediately captured and pushed to the user as the first guidance information. Second, when it is detected that the user's operation deviates from the normal link, the first warning information and the second guidance information are generated. Deviation operations include incomplete information filling, non-compliant material submission, overdue node operation, etc. Different warning information is generated for different deviation types, and corresponding second guidance information is pushed to guide users to make corrections, so as to achieve the correction of user operations with the minimum intervention cost. The automatic guidance mode achieves precise guidance in self-service scenarios by setting operation guidance information and guidance triggering rules, reducing user operation uncertainty.

[0046] At the same time, the interactive guidance mode is introduced, focusing on providing personalized operation guidance through real-time interaction between users and service personnel in online service scenarios. On the one hand, according to the user's immediate demands, service personnel provide one-to-one manual guidance through text, voice, remote demonstration, etc.; on the other hand, users can also actively initiate inquiries or seek help through interactive channels. Interactive guidance realizes two-way communication between users and service personnel, providing more flexible and considerate guidance services. Afterwards, based on the automatic guidance mode and the interactive guidance mode, the second management layer is built. Compared with the first management layer that focuses on process control, the second management layer focuses more on service guidance and intelligent assistance. By building a full-process, multi-scenario, personalized and refined guidance system, users are guided to standardize operations, simplify business processes, improve service efficiency and quality, and maximize user experience.

[0047] Through service guidance, with automatic guidance and interactive guidance as the focus, a second management layer is built to extend service reach, guide standardized operations, improve service quality, and provide strong support for achieving efficient and convenient government services.

[0048] Furthermore, the embodiment of the present application also includes: Based on data flow and information security, business services are decoupled and data flow management and security management models are determined; Synchronizing the timestamp to constrain the data flow management mode and the security management mode, and determining a third management layer; Based on the first management layer, the second management layer and the third management layer, a multi-layer embedded structure is configured to determine the service management module.

[0049] In a preferred implementation, first, based on data flow and information security, business services are decoupled to form relatively independent data flow management modes and security management modes. Decoupling refers to separating the data processing and security control functions in business services to form independent management units to achieve separation of concerns. The data flow management mode is responsible for processing various types of data generated during the service handling process, including application information submitted by users, business flow process data, service result data, etc. Through standardized management of data collection, cleaning, storage, analysis and other links, the integrity, accuracy and real-time of the data are ensured, providing data support for service quality assessment and process optimization. The security management mode focuses on the prevention and control of information security risks that may be involved in each link of service handling, including identity authentication, access control, data encryption, security auditing, etc. By building a security line of defense, user privacy and the confidentiality and integrity of business data are protected, and users' trust in remote government services is enhanced.

[0050] Subsequently, on the basis of data flow management and security management, timestamp constraints are introduced to achieve synchronous coordination of the two management modes. Timestamps, as time point identifiers for data creation, processing, and circulation, link scattered data processing and security control behaviors to form a unified management closed loop. Through timestamp constraints, the data flow management mode records the complete timeline of data status changes to achieve traceability of the entire life cycle of data; the security management mode uses timestamp comparison to achieve real-time monitoring and early warning during and after the event, and timely discover and deal with abnormal behaviors. By synchronizing the timestamp constraints of the data flow management mode and the security management mode, the third management layer is constructed to form data-driven, secure and controllable service management. Afterwards, the constructed first management layer, second management layer, and third management layer are embedded in multiple layers to build the overall architecture of the service management module. Through the link chain to connect the entire service process, embedded integrated management, services, data, security and other dimensions, to achieve refined full-chain management. Among them, the first management layer focuses on the collaboration of service subjects to improve management execution; the second management layer is based on the guidance of service objects to strengthen management refinement; the third management layer provides underlying support for management from the perspective of data assets and information security. The three management levels each perform their respective duties, while cross-coordinating and responding dynamically, enabling the service management module to have the ability to coordinate globally, schedule in real time, and continuously optimize, forming a service management closed loop that is linked up and down and integrated end to end.

[0051] Furthermore, the embodiment of the present application also includes: Determine a service evaluation dimension, wherein the service evaluation dimension at least includes a service process, a dual-screen collaboration state, and an interaction state; Based on the service evaluation dimension, a service evaluation is performed on the fused data stream to determine a service feature, wherein the service feature includes a service evaluation index and a service optimization direction; Based on the service optimization direction, the system intervenes to assist in determining the strategy plan, and the service evaluation result is determined in combination with the service evaluation index.

[0052] In a feasible implementation, first, determine the service evaluation dimensions as the basis for carrying out the evaluation work. The service evaluation dimensions include at least three aspects: one is the service process, that is, the progress and completion quality of the service items; the second is the dual-screen collaborative state, that is, the coordination between the user end and the service end in terms of information interaction and process synchronization; the third is the interactive state, that is, the smoothness of communication and timeliness of response between the user and the staff. Through multi-dimensional three-dimensional evaluation, the service effectiveness of remote assistance is comprehensively examined to find out the key links affecting the service quality. Subsequently, on the basis of determining the evaluation dimensions, the fused data stream is analyzed and evaluated. The fused data stream refers to various types of data collected from multiple channels such as the user end and the service end during the service handling process, including the user's operation log, business handling records, audio and video information, etc. Through data cleaning, association, clustering and other processing, the scattered raw data is integrated into a structured evaluation data set. On this basis, statistical analysis, machine learning and other methods are used to start from the dimensions of service process, collaborative state, interactive state, etc., to characterize the key characteristics of the service process, and form a service evaluation result with quantitative indicators as the main and qualitative description as the auxiliary. Among them, service characteristics mainly include two categories: one is service evaluation indicators, that is, key evaluation parameters obtained through quantitative calculation, such as service completion rate, user satisfaction, collaborative efficiency, etc.; the other is service optimization direction, that is, weak links, potential problems found through evaluation, and targeted improvement measures and suggestions. Through the organic combination of evaluation indicators and optimization directions, it can not only objectively show the effectiveness of services, but also provide support for optimizing service management. Afterwards, based on the above evaluation, the active collaboration of the system is further introduced to improve the effectiveness of service quality evaluation. In the actual remote assistance process, some difficult problems may be difficult to fully deal with by relying on manual experience, and auxiliary support is required at the system level. In this regard, combined with the service optimization direction, the system actively intervenes to provide intelligent collaborative services, such as optimizing the synchronization strategy through algorithms when the dual-screen interaction delay is high; when the user consultation field is highly professional, intelligent responses are provided through knowledge graphs, semantic analysis and other technologies to improve the timeliness and accuracy of services. At the same time, the system dynamically generates different levels of early warning information and disposal plans based on the quantitative values ​​of service evaluation indicators, providing reference for manual decision-making and further improving the operability of evaluation results.

[0053] By collecting and analyzing data from the entire service process, we can characterize the key features of service quality and form objective and quantitative evaluation results. At the same time, we can leverage the digital intelligence empowerment of the system and closely link the evaluation results with service optimization through human-machine collaboration, intelligent early warning and other methods, thus forming a closed loop of continuous improvement and iteration of service improvement.

[0054] Furthermore, the embodiment of the present application also includes: Generate service assistance records, based on preset time periods, call periodic record data; Traversing the periodic recorded data, mining service defect points based on a second preset frequency, wherein mining user-side demand has the highest priority; Based on the service defects, management optimization goals are determined, and incremental learning is performed on the service management module, wherein the learning dimensions include update learning and additional learning.

[0055] In a preferred embodiment, after the service assistance is completed, the corresponding service assistance record is immediately generated to fully and accurately record all aspects of the service handling process, including service items, handling time, participating entities, key nodes, etc. At the same time, a preset time period is introduced to regularly call the service record data within the summary period to form structured periodic record data, which provides a data basis for subsequent defect mining, problem diagnosis, and optimization decision-making. Subsequently, based on the periodic record data, the service defect points are mined based on the second preset frequency. The so-called second preset frequency refers to the defect analysis frequency set according to factors such as the service volume and handling difficulty of the remote assistance. In the specific mining process, user-side needs are given priority, and the focus is on operational obstacles, process obstructions, poor experience, etc. reflected by users during the service process, and the crux of the problem affecting service quality is found from the user's perspective. Afterwards, on the basis of defect mining, management optimization goals are formed and implemented. Specifically, for each type of service defect mined, the corresponding management optimization goals are automatically associated, and continuous learning of the service management module is carried out around these goals. Among them, the incremental learning method is adopted to enable the management system to achieve self-improvement and evolution on the basis of the existing architecture by continuously accumulating and internalizing the experience feedback of optimization practice. Incremental learning includes two dimensions: one is update learning, that is, dynamic adjustment and iteration of existing rules, processes, algorithms, etc. in service management according to optimization goals and practice feedback to achieve self-correction and continuous evolution of service management; the other is new learning, that is, for new problems and new needs in service management, through the expansion of internal and external knowledge bases, experience transfer learning, etc., to expand new response strategies and handling capabilities for the management system, and achieve innovative breakthroughs in management paradigms. Through the alternating iteration of update learning and new learning, the service management module can be continuously updated in optimization practice to achieve dynamic optimization.

[0056] In summary, the remote assistance screen sharing method for government services provided in this embodiment has the following technical effects: Interactive service approval business class and extend service tentacles. Based on the service process loop, link links are established and link codes are assigned. There is a corresponding relationship between link links and service approval business classes. By corresponding approval business classes with link links and encoding link nodes, standardization and visualization of the entire service process are achieved, providing framework support for refined management. Traverse link links to achieve full-chain control and dynamic management of service processes, coordinate remote contact and large language model empowerment, empower services through remote communication, and use artificial intelligence to achieve more intelligent services. Build a service management module, which is dual-mode driven, taking into account online and offline, overall coordination, and flexible adaptation to multi-scenario requirements. Receive user-side tasks, combine with the service management module, trigger dual-screen window collaboration and interaction, and conduct service guidance management, realize screen sharing and real-time interaction, and make the assistance process more intuitive and efficient. Along with service guidance management, it simultaneously obtains multi-party data streams and conducts integrated analysis and service evaluation to determine the service evaluation results. Among them, multi-party data streams include real-time online and offline data streams. By collecting and analyzing various types of data generated during the service process, it objectively evaluates service performance and forms evaluation results to fully reflect service quality and efficiency, and provide data support and decision-making reference for optimizing services. Based on the service evaluation results, the auxiliary service management module conducts dual-screen collaborative management and interactive guidance management. Guided by the evaluation results, it optimizes and adjusts the dual-screen collaboration and interactive guidance strategies, continuously improves the remote assistance experience, improves service management effectiveness, and achieves improvements in service quality and efficiency.

[0057] Embodiment 2, based on the same inventive concept as the remote assistance screen sharing method for government services in the above embodiment, Figure 2 As shown, this embodiment provides a remote assistance screen sharing system for government services, the system comprising: The business link construction unit 11 is used to interact with the service approval business class and extend the service tentacles, establish a link link and perform link coding signature based on the service process loop, wherein the link link corresponds to the service approval business class; The link traversal enabling unit 12 is used to traverse the link, coordinate remote communication and large language model enabling, and build a service management module, and the service management module is driven in dual modes; The dual-screen collaborative guidance unit 13 is used to receive user-side tasks, trigger dual-screen window collaboration and interaction in conjunction with the service management module, and perform service guidance management; The data fusion evaluation unit 14 is used to synchronously acquire multi-party data streams and perform fusion analysis and service evaluation along with service guidance management to determine the service evaluation result, wherein the multi-party data streams include online and offline real-time data streams; The evaluation feedback optimization unit 15 is used to assist the service management module in performing dual-screen collaborative management and interactive guidance management based on the service evaluation result.

[0058] Furthermore, the service link construction unit 11 includes the following execution steps: Based on the first service approval business class, call the first business service record; Traversing the first business service record to determine the main line business part and the extended service part; Traversing the main line service part to determine the main line loop, traversing the extended service part, performing extended service point screening and information rate constraint based on the first preset frequency, and determining the branch line loop; The main line loop and the branch line loop are integrated to determine a first service flow loop.

[0059] Furthermore, the link traversal enabling unit 12 includes the following execution steps: Traversing the link chain to determine a first service constraint condition, and configuring a first management mode, wherein the first service constraint condition at least includes a real-time node access constraint and a personnel matching constraint; Traversing the link chain and blurring the responsibility boundary, determining the second service constraint condition, and configuring the second management mode; A first management layer is constructed based on the first management mode and the second management mode.

[0060] Furthermore, the link traversal enabling unit 12 further includes the following execution steps: Based on the link, setting operation guidance information and determining guidance triggering rules, and determining an automatic guidance mode; Online collaborative services, determine the interactive guidance mode; Based on the automatic guidance mode and the interactive guidance mode, construct a second management layer; The guidance triggering rules include: Generate first guidance information based on a preset operation interval and a real-time link node; Based on the deviation operation of the link, a first warning message and a second guidance message are generated.

[0061] Furthermore, the link traversal enabling unit 12 further includes the following execution steps: Based on data flow and information security, business services are decoupled and data flow management and security management models are determined; Synchronizing the timestamp to constrain the data flow management mode and the security management mode, and determining a third management layer; Based on the first management layer, the second management layer and the third management layer, a multi-layer embedded structure is configured to determine the service management module.

[0062] Furthermore, the data fusion evaluation unit 14 includes the following execution steps: Determine a service evaluation dimension, wherein the service evaluation dimension at least includes a service process, a dual-screen collaboration state, and an interaction state; Based on the service evaluation dimension, a service evaluation is performed on the fused data stream to determine a service feature, wherein the service feature includes a service evaluation index and a service optimization direction; Based on the service optimization direction, the system intervenes to assist in determining the strategy plan, and the service evaluation result is determined in combination with the service evaluation index.

[0063] Furthermore, the embodiment of the present application also includes a service management optimization unit, which includes the following execution steps: Generate service assistance records, based on preset time periods, call periodic record data; Traversing the periodic recorded data, mining service defect points based on a second preset frequency, wherein mining user-side demand has the highest priority; Based on the service defects, management optimization goals are determined, and incremental learning is performed on the service management module, wherein the learning dimensions include update learning and additional learning.

[0064] Embodiment 3, Figure 3 The structural schematic diagram of the electronic device provided for this embodiment shows a block diagram of an exemplary electronic device suitable for implementing the embodiment of the present invention. Figure 3 The electronic device shown is only an example and should not limit the functions and scope of use of the embodiments of the present invention. Figure 3 As shown, the electronic device includes a processor 21, a memory 22, an input device 23 and an output device 24; the number of processors 21 in the electronic device can be one or more. Figure 3 Taking a processor 21 as an example, the processor 21, memory 22, input device 23 and output device 24 in the electronic device can be connected through a bus or other means. Figure 3 The example of connecting through bus is taken in the following.

[0065] The memory 22 is a computer-readable storage medium that can be used to store software programs, computer executable programs and modules, such as program instructions / modules corresponding to the remote assistant screen sharing method for government services in this embodiment. The processor 21 executes various functional applications and data processing of the computer device by running the software programs, instructions and modules stored in the memory 22, that is, realizing the remote assistant screen sharing method for government services.

[0066] The above embodiments are intended to illustrate the present application, not to limit the present application. Any solution that is a simple transformation of the present application falls within the protection scope of the present application.

Claims

1. A remote assistance screen sharing method for government services, characterized in that: The method comprises: Interactive service approval business class and extend service tentacles, based on the service process loop, establish link links and perform link coding signature, wherein the link links correspond to the service approval business class; Traversing the link chain, coordinating remote communication and large language model empowerment, building a service management module, and the service management module is driven in dual modes; Receive user-side tasks, combine with the service management module, trigger dual-screen window collaboration and interaction, and perform service guidance management; Accompanying service guidance management, synchronously obtain multi-party data streams and conduct fusion analysis and service evaluation to determine service evaluation results, wherein the multi-party data streams include real-time online and offline data streams; Based on the service evaluation result, the service management module is assisted to perform dual-screen collaborative management and interactive guidance management.

2. The remote assistance screen sharing method for government services according to claim 1, characterized in that: Identify the service process loop, including: Based on the first service approval business class, call the first business service record; Traversing the first business service record to determine the main line business part and the extended service part; Traversing the main line service part to determine the main line loop, traversing the extended service part, performing extended service point screening and information rate constraint based on the first preset frequency, and determining the branch line loop; The main line loop and the branch line loop are integrated to determine a first service flow loop.

3. The remote assistance screen sharing method for government services according to claim 1, characterized in that: The construction service management module includes: Traversing the link chain to determine a first service constraint condition, and configuring a first management mode, wherein the first service constraint condition at least includes a real-time node access constraint and a personnel matching constraint; Traversing the link chain and blurring the responsibility boundary, determining the second service constraint condition, and configuring the second management mode; A first management layer is constructed based on the first management mode and the second management mode.

4. The remote assistance screen sharing method for government services as claimed in claim 3, characterized in that: The construction service management module includes: Based on the link, setting operation guidance information and determining guidance triggering rules, and determining an automatic guidance mode; Online collaborative services, determine the interactive guidance mode; Based on the automatic guidance mode and the interactive guidance mode, construct a second management layer; The guidance triggering rules include: Generate first guidance information based on a preset operation interval and a real-time link node; Based on the deviation operation of the link, a first warning message and a second guidance message are generated.

5. The remote assistance screen sharing method for government service as claimed in claim 4, characterized in that: The construction service management module includes: Based on data flow and information security, business services are decoupled and data flow management and security management models are determined; Synchronizing the timestamp to constrain the data flow management mode and the security management mode, and determining a third management layer; Based on the first management layer, the second management layer and the third management layer, a multi-layer embedded structure is configured to determine the service management module.

6. The remote assistance screen sharing method for government services as claimed in claim 1, characterized in that: Conduct service evaluation and determine service evaluation results, including: Determine a service evaluation dimension, wherein the service evaluation dimension at least includes a service process, a dual-screen collaboration state, and an interaction state; Based on the service evaluation dimension, a service evaluation is performed on the fused data stream to determine a service feature, wherein the service feature includes a service evaluation index and a service optimization direction; Based on the service optimization direction, the system intervenes to assist in determining the strategy plan, and the service evaluation result is determined in combination with the service evaluation index.

7. The remote assistance screen sharing method for government services as claimed in claim 1, characterized in that: After screen sharing management and interactive guidance management, including: Generate service assistance records, based on preset time periods, call periodic record data; Traversing the periodic recorded data, mining service defect points based on a second preset frequency, wherein mining user-side demand has the highest priority; Based on the service defects, management optimization goals are determined, and incremental learning is performed on the service management module, wherein the learning dimensions include update learning and additional learning.

8. A remote assistant screen sharing system for government services, characterized in that: A system for implementing the remote assistance screen sharing method for government services according to any one of claims 1 to 7, comprising: A business link construction unit is used to interact with the service approval business class and extend the service tentacles, establish a link link and assign link codes based on the service process loop, wherein the link link corresponds to the service approval business class; A link traversal enabling unit, used to traverse the link, coordinate remote communication and large language model enabling, build a service management module, and the service management module is dual-mode driven; A dual-screen collaborative guidance unit, used to receive user-side tasks, trigger dual-screen window collaboration and interaction in conjunction with the service management module, and perform service guidance management; A data fusion evaluation unit, used to accompany service guidance management, synchronously acquire multi-party data streams and perform fusion analysis and service evaluation to determine service evaluation results, wherein the multi-party data streams include online and offline real-time data streams; An evaluation feedback optimization unit is used to assist the service management module in performing dual-screen collaborative management and interactive guidance management based on the service evaluation results.

9. An electronic device, characterized in that: The electronic device comprises: processor; a memory for storing instructions executable by the processor; Wherein, the processor is used to execute the remote assistance screen sharing method for government services as described in any one of claims 1 to 7.

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