Remote helping screen sharing method, system and electronic device for government service

Abstract

The application discloses a remote helping screen sharing method, system and electronic equipment for government service, and belongs to the field of screen sharing collaboration, wherein the method comprises the following steps: interacting with the service approval business class and extending the service touch, establishing the link chain and link coding assignment based on the service process loop; traversing the link chain, cooperating with the remote contact and the large language model, building the service management module, and driving the service management module in double mode; receiving the user end task, combining the service management module, triggering the double screen window cooperation and interaction, and conducting the service guidance management; determining the service evaluation result along with the service guidance management; based on the service evaluation result, assisting the service management module, and conducting the double screen cooperation management and interaction guidance management. Through the construction of the standardized service process, the link management is conducted on the service link, various service modes are integrated, the online and offline cooperation and linkage are realized, and the technical effects of improving the quality and efficiency of the remote government service are achieved.

Description

TECHNICAL FIELD

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

[0002] With the continuous advancement of Internet technology, more and more government service matters can be handled online through the network. In order to further improve the convenience and accessibility of online government services, remote video, screen sharing and other technical means are used to carry out remote helping of government services. This remote helping mode breaks through the time and space restrictions and can enjoy face-to-face helping services without leaving home. However, the existing remote helping of government services still has some problems and deficiencies. On the one hand, due to the lack of standard specifications, the helping process is often quite arbitrary, and the links are not closely connected, making it difficult to form an efficient and smooth service loop. On the other hand, the service mode of remote helping is relatively single, the interactivity and experience are not strong, and it is difficult to fully meet the diversified helping needs of the public. These problems lead to low service quality and efficiency of remote helping. Therefore, a remote helping screen sharing method, system and electronic device for government service are proposed. SUMMARY

[0003] The purpose of the present application is to provide a remote helping screen sharing method, system and electronic device for government service, which builds a standardized service process, manages the service links, integrates multiple service modes, and solves the technical problems of lack of process management, loose link connection, single service mode, and low service quality and efficiency in the background technology.

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

[0005] In the first aspect, the present application provides a remote helping screen sharing method for government service, which includes: interacting with service approval business classes and extending service touch, establishing link chains and link coding based on service process loops, and assigning links, wherein the link chains have a corresponding relationship with the service approval business classes; traversing the link chains, collaborating with remote contact and large language model empowerment, building a service management module, and driving the service management module in dual mode; receiving user tasks, combining the service management module, triggering dual-screen window collaboration and interaction, and conducting service guidance management; with service guidance management, synchronously acquiring multi-party data streams and conducting fusion analysis and service evaluation to determine service evaluation results, wherein the multi-party data streams include real-time data streams online and offline; based on the service evaluation results, assisting the service management module, conducting dual-screen collaboration management and interaction guidance management.

[0006] Optionally, the determining the service flow loop comprises: calling a first service record based on a first service approval business type; traversing the first service record to determine a main line service part and an extended service part; traversing the main line service part to determine a main line loop, and traversing the extended service part to determine a branch line loop based on a first preset frequency for extended service point screening and information rate constraint; and fusing the main line loop and the branch line loop to determine a first service flow loop.

[0007] Optionally, the constructing the service management module comprises: traversing the link to determine a first service constraint condition and configure 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 and blurring the responsibility boundary to determine a second service constraint condition and configure a second management mode; and constructing a first management layer based on the first management mode and the second management mode.

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

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

[0010] Optionally, the service evaluation comprises: determining a service evaluation dimension, wherein the service evaluation dimension at least includes a service process, a double-screen collaborative state and an interaction state; performing service evaluation on fused data flow based on the service evaluation dimension to determine service characteristics, wherein the service characteristics include service evaluation indicators and service optimization directions; and determining a service evaluation result based on the service optimization directions, system intervention assistance strategy pre-planning and the service evaluation indicators.

[0011] Optionally, after the double-screen collaborative management and interactive guidance management is performed, the method further includes: generating a service help record, calling periodic record data based on a preset time period; traversing the periodic record data, mining service defects based on a second preset frequency, wherein user-side demand mining has the highest priority; determining a management optimization target based on the service defects, and performing incremental learning on the service management module, wherein the learning dimensions include updated learning and new learning.

[0012] In a second aspect, the present application provides a remote help screen sharing system for government services, which includes: a business link construction unit for interacting with service approval business classes and extending service tentacles, establishing link chains based on service process loops and performing link coding assignment, wherein the link chains have a corresponding relationship with the service approval business classes; a link traversal enabling unit for traversing the link chains, collaborating with remote contact and large language model enabling, constructing a service management module, and driving the service management module in double mode; a double-screen collaborative guidance unit for receiving user end tasks, combining the service management module, triggering double-screen window collaboration and interaction, and performing service guidance management; a data fusion evaluation unit for synchronously obtaining multi-party data streams and performing fusion analysis and service evaluation along with the service guidance management, and determining a service evaluation result, wherein the multi-party data streams include real-time online and offline data streams; and an evaluation feedback optimization unit for assisting the service management module in double-screen collaborative management and interactive guidance management based on the service evaluation result.

[0013] In a third aspect, the present application provides an electronic device, which includes: a processor; a memory for storing instructions executable by the processor; wherein the processor is configured to execute the remote help screen sharing method for government services provided by the present application.

[0014] Compared with the prior art, the present application provides a remote help screen sharing method, system and electronic device for government services, which has the following advantages:

[0015] The interactive service approval business class is extended, service touch is extended, a link chain is established based on a service process loop, and link coding is assigned, wherein the link chain and the service approval business class have a corresponding relationship, a standardized and normalized service process framework is established, the content and sequence of each service link are determined, and a foundation is laid for subsequent process management; the link chain is traversed, remote contact and large language model empowerment are cooperated, a service management module is constructed, the service management module is driven in double mode, through link traversal, not only the tracking and control of the whole service process are realized, but also the remote communication technology and artificial intelligence technology are used to empower the management module, intelligent and personalized service guidance is realized; the double mode driving provides support for online and offline integrated operation; after receiving the user end task, the service management module is combined, the double screen window cooperation and interaction are triggered, and the service guidance management is carried out, which facilitates the real-time communication and problem processing of the user and the service personnel, the service guidance runs through the whole process of helping, and the user experience is improved; in the service guidance process, the multi-party data stream is synchronously acquired and fused, analyzed and evaluated, and the service evaluation result is determined, wherein the multi-party data stream includes real-time data stream online and offline, the service quality is objectively evaluated through the collection of all-channel data and intelligent analysis, and the decision basis for optimizing the service is provided; based on the service evaluation result, the service management module is assisted, the double screen cooperative management and interactive guidance management are carried out, and the closed-loop control of optimized service and improved experience is formed. By constructing a standardized service process, the link management of the service link is carried out, multiple service modes are integrated, online and offline collaborative linkage is realized, and the quality and efficiency of remote government service are improved. BRIEF DESCRIPTION OF DRAWINGS

[0016] Figure 1 A flowchart of a remote helping screen sharing method for government service is provided for the present application;

[0017] Figure 2 A structural diagram of a remote helping screen sharing system for government service is provided for the present application;

[0018] Figure 3 A structural diagram of an electronic device is provided for the present application.

[0019] Marked with a figure: business link construction unit 11, link traversal empowerment unit 12, double screen cooperative 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

[0020] The application will be described in greater detail in connection with the accompanying drawings and specific embodiments. In the following description, numerous specific details are set forth in order to provide a thorough understanding of the application. However, the application can be practiced without the specific details, other than in the examples, and it is understood that the application is not limited to the embodiments described herein. Embodiments of the application will now be described, by way of example only, with reference to the accompanying drawings.

[0021] The remote help screen sharing method, system and electronic device for government service of the present application can be applied to remote help for government service and the like, and of course can also be applied to other similar application scenarios. The remote help screen sharing method, system and electronic device for government service will be described in detail below.

[0022] Embodiment 1, as shown in the figure, provides a remote help screen sharing method for government service, comprising: Figure 1

[0023] S1: Interactive service approval business class and extended service touch, based on service process loop, establish link chain and link coding assignment, wherein the link chain and the service approval business class have a corresponding relationship.

[0024] Specifically, the service approval business class refers to various approval businesses involved in government services, including application acceptance, material review, business handling, result feedback and other links. Extending the service touch refers to considering other service needs associated with the approval business, such as consultation, progress inquiry, complaint suggestion, etc., based on the analysis of the approval business, so as to form a complete government service business system. On the basis of clear business scope, the various approval business links and extended services form a complete, circular business process, forming a service process loop. Through the service process loop, the order and logical relationship between each business link are analyzed, and a complete business link chain is established. In order to facilitate subsequent process management and data flow, the link chain is coded and assigned. By assigning a unique code to each business link, the position and role of the link in the entire chain are clarified, and the link is associated with the corresponding service approval business class, establishing a mapping relationship between them, so that the link chain has the ability of flexible scheduling and dynamic configuration, laying the foundation for subsequent service management.

[0025] Through the system analysis of the approval business and the extended service of government service, a complete business system is constructed, and through the construction and coding assignment of the link chain, a flexible scheduling business link and process specification are formed, laying the foundation for remote help management.

[0026] S2: Traverse the link chain, coordinate remote contact and large language model empowerment, build a service management module, and the service management module is driven by dual mode.

[0027] ​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 comprehensively mastered. In the process of traversing the link chain, each node in the link chain is empowered by remote contact and large language model. Among them, remote contact refers to realizing remote communication and cooperation between each participating subject in the process of government service through information means, breaking through the time and space limit, realizing efficient cooperation across regions and departments, and improving the response speed and processing efficiency of government service; large language model empowerment refers to introducing natural language processing technology, using large language model to understand and analyze various types of unstructured information generated in the process of government service, such as text, voice, image, etc. Through the empowerment of large language model, intelligent auditing of business materials, automatic classification of user demands, intelligent evaluation of service quality, etc. are realized, so as to greatly improve the intelligent level of government service. The collaborative remote contact and large language model empowerment make the service management module have the ability of cross-border cooperation and intelligent processing.

[0028] On this basis, the service management module is built, and the service management module is driven by double mode. Among them, double mode driving refers to that the service management module supports two working modes of automatic processing and manual intervention. In the regular service process, the service management module automatically completes task allocation, process scheduling, progress tracking and other management work according to the preset business rules and processing logic, realizes the automatic and intelligent processing of business. However, when dealing with some difficult and complex business, the service management module also allows manual intervention by staff to intervene and feedback the results. The design of double mode driving makes the service management module have the characteristics of automation and flexibility, which can flexibly cope with various business scenarios and improve the fine management level.

[0029] Through traversing the link chain, collaborative remote contact and large language model empowerment, an intelligent and automated management mechanism is built, forming a service management module driven by double mode, providing technical support for realizing efficient, standardized and flexible remote help management.

[0030] S3: receiving user end task, combining the service management module, triggering double screen window cooperation and interaction, and conducting service guidance management.

[0031] Specifically, first, the user end task is received, the user end task refers to various business requests and service demands submitted by users to the government service platform through various terminal devices, such as handling business, inquiring progress, consulting problems, etc. Among them, the user end includes computers, mobile phones, self-service machines and supports various forms of service requests such as voice, text, image, etc. Then, the service management module is introduced, by prepositioning the service management module, the service management module is started to participate in the whole process of task processing while receiving user requests, realizing timely response and accurate allocation of user demands. After receiving and preliminarily processing the user end task, the double screen window cooperation and interaction are triggered. The double screen window refers to two interactive interfaces presented by the user end and the service end respectively. Through the double screen design, complete business processing tools and auxiliary information are provided for the staff in the service end, while friendly operation guidance and information feedback are presented for the user in the user end. The cooperation and interaction of the double screen window are uniformly scheduled and controlled by the service management module. According to different service requests, the service management module dynamically loads the corresponding link chain, coordinates the business process of the double screen window, and controls the information exchange and interactive operation of both parties, such as file transmission, information input, progress feedback, etc. Through the operation mechanism of service management driving and double screen interface cooperation, seamless connection between users and staff can be realized, personalized and humanized remote help experience can be provided, and the standardization and consistency of the whole service process can be ensured.

[0032] Subsequently, on the basis of double screen interaction, a service guidance management mode is adopted to provide necessary guidance and help for the operation of the user end. Service guidance management refers to the prompt and guidance of the operation process of the user by the system or the staff, to ensure that the user accurately and standardly completes each operation. For example, when filling in the application form, according to the actual situation of the user, the form filling prompt is dynamically pushed, and the user is reminded of the matters needing attention; when uploading business materials, the standardization and completeness of the materials are preliminarily checked, and improvement suggestions are given for unqualified contents; for some professional service matters, intelligent customer service, video guidance and other services are provided to answer questions and provide operation demonstration for the user. Through service guidance management, the user can timely understand the business requirements, correct operation errors and improve business efficiency, thereby effectively reducing the learning cost and operation threshold of remote help.

[0033] Through the introduction of service management, double screen cooperation, intelligent guidance and other mechanisms from the perspective of user interaction, the rapid response of user requests, the automatic scheduling of task flow and the standard control of service process are realized, and the user is provided with whole-process and one-stop remote help experience.

[0034] S4: accompanied by service guidance management, synchronously acquiring and fusing multiple data streams and service evaluation, determining service evaluation results, wherein the multiple data streams include online and offline real-time data streams.

[0035] Specifically, in the process of remote assistance, while completing specific business handling, the behavior data and interaction information of the parties involved are collected in real time, and multi-party data flow is obtained. The multi-party data flow contains online and offline real-time data flow, mainly including three categories: first, user end data, that is, various operation behaviors of users in the process of handling, submitted business materials, feedback satisfaction evaluation, etc.; second, service end data, that is, various operation records of staff in the service process, service recording of call center, running log of background system, etc.; third, management end data, that is, scheduling instructions of service management module to task processing process, process control information, abnormal disposal records, etc. Through synchronous collection of multi-source heterogeneous data, the information of the whole process of remote assistance is recorded completely, continuously and dynamically, providing a basis for subsequent data analysis and service evaluation.

[0036] Due to the differences in format, dimension, time granularity and other aspects of the collected multi-party data flow, first, the original data is preprocessed such as cleaning, standardization and association, to improve the accuracy and usability of the data. On this basis, big data analysis, machine learning and other technologies are used to comprehensively and multi-angulary mine and analyze the data. On the one hand, the service behavior characteristics, satisfaction trend, potential demand and other aspects of the user are analyzed to evaluate the timeliness, convenience and effectiveness of the service; on the other hand, the processing standardization, response speed, abnormal situation and other aspects 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 situation and improvement direction of remote assistance. Through fusion analysis, service problems are found and solved in time, and service processes are continuously optimized, providing data support for improving service level. On the basis of completing data fusion analysis, service evaluation is carried out to determine the service evaluation result. Service evaluation is a test of the quality and effectiveness of remote assistance, and its result will directly affect the subsequent service improvement.

[0037] Through data collection, fusion analysis and service evaluation, the service situation of remote assistance is accurately described, and the service effectiveness is continuously tested and the improvement space is found, so as to build a service management system driven by data to provide remote service quality.

[0038] S5: Based on the service evaluation result, assisting the service management module to perform double-screen collaborative management and interactive guidance management.

[0039] Specifically, first, the service management module is assisted in optimization based on the service evaluation result, and the service evaluation result is fed back to the service management module as a basis for optimizing the service process and adjusting the service strategy. The service management module formulates rectification schemes, optimizes work processes, and strengthens management and control according to the problems found in the service evaluation result, and at the same time, the advantages found in the service evaluation result are promptly replicated and promoted, and excellent processes are converted into specifications, and service rules and assessment standards are adjusted in a timely manner. By closely combining the service evaluation result with the service management, a virtuous cycle of evaluation-driven optimization and optimization-improved evaluation is formed. On the basis of assisted optimization, the service evaluation result is pushed to the staff service end to guide the staff to find deficiencies; at the same time, the operation guide, form filling prompt and the like of the user end are optimized in view of common problems found in the evaluation, and the user experience is improved. Through double-screen interaction, efficient circulation and application of evaluation results in the management end and the execution end are realized.

[0040] By assisting in optimizing the service management module based on the service evaluation result, and optimizing through double-screen collaborative management and interactive guidance management, a sustainable service improvement closed loop is built, the remote help service is continuously iterated and upgraded, the personalized and high-quality service needs of users are met, and the quality and efficiency of the remote help are improved.

[0041] Further, the embodiments of the application also include:

[0042] Based on the first service approval business class, a first business service record is called;

[0043] The first business service record is traversed to determine a main line business part and an extended service part;

[0044] The main line business part is traversed to determine a main line loop, the extended service part is traversed, and based on a first preset frequency, extended service point screening and information rate constraint are performed to determine a branch line loop;

[0045] The main line loop and the branch line loop are fused to determine a first service process loop.

[0046] In a feasible implementation, first, a corresponding first service record is called based on a first service approval business class. The first service approval business class is any one of the service approval business classes, each of which corresponds to a series of standardized service records, including handling procedures, application materials, and approval time limits. By calling the corresponding service record, the basic handling framework and requirements of the business are obtained, i.e., the first service record. On this basis, the first service record is iteratively analyzed to extract the main business part and the extended service part. The main business refers to the basic service matters that must be provided by the government service agency according to the legal responsibilities and management authority, which is the main trunk of the service process. The extended service refers to various services derived around the main business, such as consultation, complaint, suggestion, tracking feedback, etc. These services are complementary and perfect to the main business, and together form a complete service picture. Through the classification and analysis of the main line and the extension, the hierarchical structure and the internal logic of the service matters are clarified.

[0047] On the basis of clarifying the main business and the extended service, the two types of services are respectively reconstructed. For the main business, it is standardized as a linear process through iterative analysis, forming a main loop and clearly defining the basic sequence of business handling. For the extended service, a screening method with a first preset frequency is used to remove services with low frequency of use, and information rate analysis and constraints are performed on the services included in the screening to set a reasonable information interaction intensity, forming a branch loop. By optimizing the main loop and the branch loop respectively, the standardization of the main business is ensured, and the flexibility of the extended service is also considered. Then, the main loop and the branch loop are fused to form a first service process loop for the first service approval business class, laying a solid foundation for remote assistance. By performing the above steps on all service approval business classes, a service process loop is formed.

[0048] Through the main business and the extended service, the main loop and the branch loop are established and fused, building a service process framework with standardization and flexibility, 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.

[0049] Further, the embodiments of the application also include:

[0050] iterating the link chain to determine a first service constraint condition and configure a first management mode, wherein the first service constraint condition at least includes real-time node access constraints and personnel matching constraints;

[0051] iterating the link chain and blurring the responsibility boundary to determine a second service constraint condition and configure a second management mode;

[0052] Based on the first management mode and the second management mode, a first management layer is constructed.

[0053] In a feasible implementation, first, by traversing the link chain, the first service constraint condition is determined and the corresponding first management mode is configured. The service constraint condition refers to a series of rules and requirements that need to be followed in service management, including not only user-oriented service access, service response requirements, but also task allocation, resource scheduling requirements. The first service constraint condition focuses on real-time node access constraints and personnel matching constraints. Among them, the real-time node access constraint refers to the need for real-time access to some key nodes in the service process loop, especially the nodes where users submit applications or consult problems, to start the corresponding service process and management mechanism, to ensure that user demand is responded and handled in time, and to require the service management module to dynamically perceive the running state of the link chain, to monitor the key nodes in real time, and to dispatch the corresponding service resources as soon as the response condition is triggered. The personnel matching constraint refers to the need for the service management module to reasonably allocate and task allocate the staff according to the current business volume and workload, to prevent the occurrence of people waiting for business, causing resource waste, and to avoid business waiting for people, thereby affecting service timeliness. When the parallel service volume is small, the personnel and business are directly one-to-one corresponding according to the link chain; when the parallel service volume is large, balanced allocation, polling processing and other methods are needed to maximize the utilization efficiency of the staff. On the basis of determining the first service constraint condition, the corresponding management mode, i.e., the first management mode, is set according to these constraint rules, as the basic compliance for scheduling various management activities.

[0054] 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 more on the coordination between service subjects and breaks through the responsibility boundary limit. Since there may be multiple departments cooperating and multiple systems interfacing in the actual service process, a single subject is difficult to completely assume the management responsibility. Therefore, it is necessary to establish a cross-department and cross-system coordination mechanism on the basis of the link chain, to form an integrated comprehensive management capability through responsibility sharing and process linkage, to cope with complex and variable service scenarios. Subsequently, on the basis of the first management mode and the second management mode, a first management layer is further constructed. The first management layer is a composite management architecture, which includes not only the standard layer based on service specification for process control, but also the coordination layer based on subject coordination for linkage response. Through the construction of the first management layer, the diversification and flexibility of service management at the execution level are realized, the service management specification is ensured to run, the management vitality is stimulated, the management mode is continuously optimized, and the management efficiency of remote help is continuously improved.

[0055] Further, the embodiments of the application also include:

[0056] Based on the link chain, set operation guide information and determine guide trigger rules, determine automatic guide mode;

[0057] Online collaborative service, determine interactive guide mode;

[0058] Based on the automatic guide mode and the interactive guide mode, build a second management layer;

[0059] Among them, the guide trigger rule includes:

[0060] Based on the preset operation interval and the real-time link node, generate the first guide information;

[0061] Based on the deviation operation of the link chain, generate the first warning information and the second guide information.

[0062] In a preferred embodiment, first, based on the link chain, set operation guide information and guide trigger rules, build an automatic guide mode. Operation guide information refers to providing corresponding operation prompts, filling instructions, precautions and other guiding information in the service handling process according to the current service link and user role, helping users accurately and efficiently complete service application. These information are embedded in each node of the service process, presented in the form of pop-up window, bubble, voice, etc. Guide trigger rules define the presentation time and conditions of operation guide information. Specifically, first, based on the preset operation interval and the real-time link node, generate the first guide information. The preset operation interval refers to if no further operation is detected within the set time interval after the user enters a certain service link, the first guide information is triggered, reminding the user to perform the next operation. The real-time link node refers to when the user's operation triggers a specific node, the guide information of the node is immediately captured as the first guide information and pushed to the user. Second, when the user's operation deviates from the normal link chain, generate the first warning information and the second guide information. Deviation operation includes incomplete information filling, non-compliance material submission, overdue node operation, etc. For different deviation types, generate different warning information and push corresponding second guide information to guide the user to correct, so as to realize the correction of user operation with minimum intervention cost. The automatic guide mode realizes precise guidance in the self-service scenario through the setting of operation guide information and guide trigger rules, reduces the operation uncertainty of the user.

[0063] Meanwhile, an interactive guidance mode is introduced, focusing on online service scenarios, providing personalized operation guidance through real-time interaction between users and service personnel. On the one hand, according to the user's immediate appeal, the service personnel provide one-on-one manual guidance through text, voice, remote demonstration, etc. On the other hand, the user can also actively initiate inquiries or help through interactive channels. Interactive guidance realizes two-way communication between users and service personnel, providing more flexible and thoughtful guidance services. Subsequently, on the basis of the automatic guidance mode and the interactive guidance mode, the second management layer is built. Compared with the first management layer focusing on process control, the second management layer focuses more on service guidance and intelligent assistance. By building a full-process, multi-scenario, and personalized fine guidance system, users are guided to operate in a standardized manner, simplifying the process of doing business, improving service efficiency and quality, and maximizing user experience.

[0064] Through service guidance, taking automatic guidance and interactive guidance as the starting point, the second management layer is built, the service touch is extended, the operation is guided and standardized, and the service quality is improved, providing strong support for efficient and convenient government service.

[0065] Further, the embodiments of the present application also include:

[0066] Taking data flow and information security as the benchmark, decoupling business services, determining data flow management mode and security management mode;

[0067] Synchronize the data flow management mode and the security management mode with the time stamp to determine the third management layer;

[0068] Based on the first management layer, the second management layer and the third management layer, configure a multi-layer embedded structure to determine the service management module.

[0069] In a preferred embodiment, first, decouple business services based on data flow and information security to form relatively independent data flow management mode and security management mode. Decoupling means separating data processing and security control functions in business services to form independent management units, achieving separation of concerns. The data flow management mode is responsible for processing various types of data generated during the service handling process, including user-submitted application information, business flow process data, service result data, etc. Through standardized management of data collection, cleaning, storage, analysis, etc., the integrity, accuracy, and real-time nature of the data are ensured, providing data support for service quality evaluation and process optimization. The security management mode focuses on preventing and controlling information security risks that may be involved in each link of service handling, including identity authentication, access control, data encryption, security audit, etc. By building a security line, the confidentiality and integrity of user privacy and business data are protected, and the user's trust in remote government services is improved.

[0070] Subsequently, on the basis of data flow management and security management, time stamp constraints are introduced to realize the synchronization and cooperation of the two management modes. As the time point identifier of data creation, processing and flow, the time stamp associates the dispersed data processing and security control behaviors to form a unified management closed loop. Through the time stamp constraint, the data flow management mode records the complete timeline of data state changes, realizing the traceability of the whole life cycle of data. The security management mode realizes real-time monitoring and early warning before and after the event through time stamp comparison, and timely discovers and disposes abnormal behaviors. Through the synchronization of the time stamp constraint, the data flow management mode and the security management mode are synchronized, and the third management layer is constructed, forming a data-driven and security-controllable service management. Then, the first management layer, the second management layer and the third management layer are embedded in multiple layers to build the overall architecture of the service management module. Through the link chain of the whole service process, the embedded integrated management, service, data, security and other dimensions are realized to achieve fine whole-chain management. Among them, the first management layer focuses on service subject cooperation to improve management execution; the second management layer is based on service object guidance to strengthen management refinement; and the third management layer provides bottom support for management from the perspective of data assets and information security. The three management layers have their own functions, and at the same time, they are cross-coordinated and dynamically responsive, so that the service management module has the ability of overall planning, real-time scheduling and continuous optimization, forming an upper and lower linkage and end-to-end integrated service management closed loop.

[0071] Further, the embodiments of the application also include:

[0072] determining a service evaluation dimension, wherein the service evaluation dimension at least includes a service process, a double-screen cooperation state and an interaction state;

[0073] based on the service evaluation dimension, performing service evaluation on the fused data flow to determine a service feature, wherein the service feature includes a service evaluation index and a service optimization direction;

[0074] based on the service optimization direction, assisting in determining a strategy plan, and combining the service evaluation index to determine the service evaluation result.

[0075] In a feasible implementation, first, the service evaluation dimensions are determined 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, completion quality, etc. of the service matter; two is the double-screen coordination state, that is, the coordination of the user end and the service end in information interaction, process synchronization, etc.; three is the interaction state, that is, the smoothness of communication between the user and the staff, the timeliness of response, etc. Through multi-dimensional stereoscopic evaluation, the service effectiveness of remote help is comprehensively reviewed, and the key link affecting the service quality is found out. Subsequently, on the basis of determining the evaluation dimensions, the fusion data flow is analyzed and evaluated. The fusion data flow refers to various data collected from the user end, the service end and other channels in the service handling process, including user operation logs, business handling records, audio and video information, etc. Through data cleaning, correlation, clustering and other processing, the dispersed original 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 service process, coordination state, interaction state and other dimensions to depict the key features of the service process, and form a service evaluation result mainly based on quantitative indicators and supplemented by qualitative description. Among them, the service features mainly include two categories: one is the service evaluation index, that is, the key evaluation parameters obtained through quantitative calculation, such as service completion rate, user satisfaction, coordination efficiency, etc.; the other is the service optimization direction, that is, the weak links, potential problems found through evaluation, and targeted improvement measures and suggestions, etc. Through the organic combination of evaluation indexes and optimization direction, the service effectiveness can be objectively presented, and support can be provided for optimizing service management. Subsequently, on the basis of the foregoing evaluation, the active coordination of the system is further introduced to improve the effectiveness of service quality evaluation. In the actual remote help process, some difficult problems may be difficult to completely cope with relying on human experience, and the system level needs to provide auxiliary support. In this regard, combined with the service optimization direction, the system actively intervenes to provide intelligent collaborative services, such as optimizing the synchronization strategy when the double-screen interaction delay is high; providing intelligent response through knowledge graph, semantic analysis and other technologies when the user consultation field is highly professional, improving the timeliness and accuracy of the service. At the same time, the system dynamically generates early warning information and disposal plans of different levels according to the quantitative values of the service evaluation indexes, providing reference for manual decision-making, and further improving the operability of the evaluation results.

[0076] By collecting and analyzing service process data, depicting the key features of service quality, forming an objective and quantitative evaluation result, and playing the role of digital empowerment of the system, the evaluation result and service optimization are closely linked through human-machine collaboration, intelligent early warning, etc. to form a service improvement closed loop of continuous improvement and continuous iteration.

[0077] Further, the embodiments of the application also include:

[0078] The service help record is generated, and the periodic record data is called based on a preset time period.

[0079] Traverse the periodic record data, and mine service defects based on a second preset frequency, wherein user-side demand mining has the highest priority;

[0080] Based on the service defects, determine the management optimization target, and perform incremental learning on the service management module, wherein the learning dimensions include updated learning and new learning.

[0081] In a preferred embodiment, after completing the service help, the corresponding service help record is immediately generated to record all aspects of the service handling process, including service items, handling duration, participating subjects, key nodes, etc. in a complete and accurate manner. At the same time, a preset time period is introduced, and the service record data in the period is called regularly to form structured periodic record data, providing a data basis for subsequent defect mining, problem diagnosis, and optimization decision-making. Subsequently, based on the second preset frequency, the service defects are mined on the periodic record data. The second preset frequency refers to the defect analysis frequency set according to the service volume of remote help, handling difficulty, and other factors. In the specific mining process, the user-side demand is prioritized, and attention is focused on the operation obstacles, process blockages, and experience discomforts reflected by users during the service process, and the crux of the matter affecting service quality is found out from the user's perspective. Then, based on the defect mining, the management optimization target is formed and implemented. Specifically, for each type of service defect mined, the corresponding management optimization target is automatically associated, and continuous learning of the service management module is carried out around these targets. Among them, incremental learning is adopted, and through continuous accumulation and internalization of experience feedback of optimization practice, the management system realizes self-improvement and evolution based on the existing architecture. Incremental learning includes two dimensions: one is updated learning, that is, for the existing rules, processes, algorithms, etc. in service management, dynamic adjustment and iteration are carried out according to the optimization target and practice feedback, realizing self-correction and continuous evolution of service management; the other is new learning, that is, for new problems and new demands in service management, new coping strategies and disposal capabilities are expanded for the management system through internal and external knowledge base expansion, experience transfer learning, etc., realizing innovation breakthrough of management paradigm. Through the alternation and iteration of updated learning and new learning, the service management module can be continuously updated in optimization practice, realizing dynamic optimization.

[0082] In summary, the remote help screen sharing method for government service provided by the embodiment has the following technical effects:

[0083] The interactive service approval business class is extended to the service touch, a link chain is established based on the service process loop, and link coding is assigned, wherein the link chain and the service approval business class have a corresponding relationship. By corresponding the approval business class and the link chain, and coding the link nodes, the standardization and visualization of the whole service process are realized, and a framework support for fine management is provided. By traversing the link chain, the whole chain control and dynamic management of the service process are realized. By cooperating with remote contact and large language model empowerment, the service can be empowered through remote communication mode, and the service can be realized more intelligently by using artificial intelligence. A service management module is constructed. The service management module is driven in double mode, and online and offline are considered. The service management module is coordinated and flexibly adapted to the needs of multiple scenes. The user end task is received, the double screen window cooperation and interaction are triggered in combination with the service management module, and the service guidance management is performed. The screen sharing and real-time interaction are realized, the helping process is more intuitive and efficient. With the service guidance management, the multi-party data stream is synchronously acquired and fused, analyzed and evaluated, and the service evaluation result is determined. The multi-party data stream includes real-time data stream online and offline. By collecting and analyzing various data generated in the service process, the service performance is objectively evaluated, and the evaluation result is formed. The service quality and efficiency are fully reflected, which provides data support and decision reference for optimizing the service. Based on the service evaluation result, the service management module is assisted to perform double screen cooperation management and interaction guidance management. The evaluation result is used as the guidance to optimize and adjust the double screen cooperation and interaction guidance strategy. The remote helping experience is continuously improved, the service management effect is improved, and the service quality and efficiency are improved.

[0084] In the second embodiment, based on the same inventive concept as the remote helping screen sharing method for government service in the foregoing embodiments, as shown in Figure 2 The second embodiment provides a remote helping screen sharing system for government service, which comprises:

[0085] A business link construction unit 11 is configured to interact with the service approval business class and extend the service touch. A link chain is established based on the service process loop, and link coding is assigned. The link chain and the service approval business class have a corresponding relationship.

[0086] A link traversal empowerment unit 12 is configured to traverse the link chain, cooperate with remote contact and large language model empowerment, and construct a service management module. The service management module is driven in double mode.

[0087] A double screen cooperation guidance unit 13 is configured to receive a user end task, combine the service management module, trigger double screen window cooperation and interaction, and perform service guidance management.

[0088] The data fusion evaluation unit 14 is configured to acquire multiple data streams and perform fusion analysis and service evaluation in conjunction with service guidance management, and determine a service evaluation result, wherein the multiple data streams include real-time online and offline data streams.

[0089] The evaluation feedback optimization unit 15 is configured to assist the service management module in performing double-screen collaborative management and interactive guidance management based on the service evaluation result.

[0090] Further, the business link construction unit 11 includes the following execution steps:

[0091] Based on the first service approval business class, a first business service record is called;

[0092] The first business service record is traversed to determine a main business part and an extended service part;

[0093] The main business part is traversed to determine a main loop, and the extended service part is traversed to determine a branch loop based on a first preset frequency for extended service point screening and information rate constraint;

[0094] The main loop and the branch loop are fused to determine a first service process loop.

[0095] Further, the link traversal enabling unit 12 includes the following execution steps:

[0096] The link traversal enabling unit 12 includes the following execution steps:

[0097] The link traversal enabling unit 12 includes the following execution steps:

[0098] Based on the first management mode and the second management mode, a first management layer is constructed.

[0099] Further, the link traversal enabling unit 12 includes the following execution steps:

[0100] Based on the link, operation guide information is set and guide trigger rules are determined to determine an automatic guide mode;

[0101] Online collaborative service, an interactive guide mode is determined;

[0102] Based on the automatic guide mode and the interactive guide mode, a second management layer is constructed.

[0103] The guide trigger rules include:

[0104] Based on a preset operation interval and a real-time link node, first guide information is generated.

[0105] generate first early warning information and second guidance information based on the deviation operation of the ring chain link.

[0106] Further, the link traversal enabling unit 12 further includes the following execution steps:

[0107] Decouple the service based on the data flow and the information security, determine the data flow management mode and the security management mode;

[0108] Synchronize the data flow management mode and the security management mode with the time stamp, determine the third management layer;

[0109] Based on the first management layer, the second management layer and the third management layer, configure a multi-layer embedded structure, and determine the service management module.

[0110] Further, the data fusion evaluation unit 14 includes the following execution steps:

[0111] Determine the service evaluation dimension, wherein the service evaluation dimension at least contains the service process, the double-screen cooperative state and the interaction state;

[0112] Based on the service evaluation dimension, service evaluation is performed on the fusion data flow to determine the service characteristics, wherein the service characteristics include service evaluation indicators and service optimization directions;

[0113] Based on the service optimization direction, a system intervention assistance determination strategy is determined, and the service evaluation result is determined in combination with the service evaluation indicators.

[0114] Further, the embodiment of the application also includes a service management optimization unit, which includes the following execution steps:

[0115] Generate a service help record, and call periodic record data based on a preset time period;

[0116] Traverse the periodic record data, and mine service defect points based on a second preset frequency, wherein user-side demand mining has the highest priority;

[0117] Based on the service defect points, determine the management optimization target, and perform incremental learning on the service management module, wherein the learning dimension includes updated learning and new learning.

[0118] Embodiment three, Figure 3 The structural schematic diagram of the electronic device provided by the embodiment is shown, which shows a block diagram of an exemplary electronic device suitable for implementing the embodiment of the application. Figure 3 The electronic device shown is only an example, and should not limit the function and use range of the embodiment of the application. For example, Figure 3As 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 In the foregoing embodiment, the processor 21, the memory 22, the input device 23, and the output device 24 in the electronic device can be connected through a bus or other means, Figure 3 In the foregoing embodiment, the processor 21, the memory 22, the input device 23, and the output device 24 in the electronic device can be connected through a bus or other means,

[0119] The memory 22 is a computer readable storage medium, which can be used to store software programs, computer executable programs, and modules, such as program instructions / modules corresponding to the remote helping screen sharing method for government service in the embodiment. The processor 21 executes various function applications and data processing of the computer device by running the software programs, instructions, and modules stored in the memory 22, that is, implements the remote helping screen sharing method for government service.

[0120] The foregoing embodiments are descriptions of the present application, not limitations of the present application, and any solution simply transformed from the present application belongs to the protection scope of the present application.

Claims

1. A remote helpdesk screen sharing method for e-government services, characterized by, The method comprises: The interactive service approval business class and the extended service tentacle are established based on the service process loop, the link chain is established and the link code is assigned, and the link chain has a corresponding relationship with the service approval business class; Iterate through the link chain, collaborate with remote contact and large language model empowerment, build a service management module, and drive the service management module in dual mode; Receive user end tasks, combine the service management module, trigger dual screen window collaboration and interaction, and conduct service guidance management; With service guidance management, synchronize multiple data streams and perform fusion analysis and service evaluation to determine service evaluation results, wherein the multiple data streams include real-time online and offline data streams; Based on the service evaluation results, assist the service management module to perform dual screen collaborative management and interactive guidance management; Determine the service process loop, including: Based on the first service approval business class, call the first business service record; Iterate through the first business service record to determine the main business part and the extended service part; Iterate through the main business part to determine the main loop, iterate through the extended service part, and perform extended service point screening and information rate constraint based on a first preset frequency to determine the branch loop; Fuse the main loop and the branch loop to determine the first service process loop; The service management module is built, including: Iterate through the link chain to determine the first service constraint condition, configure the first management mode, wherein the first service constraint condition at least includes real-time node access constraint and personnel matching constraint; Iterate through the link chain and blur the responsibility boundary to determine the second service constraint condition, and configure the second management mode; Based on the first management mode and the second management mode, build a first management layer; The service management module is built, including: Based on the link chain, set operation guide information and determine guide trigger rules to determine an automatic guide mode; Online collaborative service, determine the interactive guide mode; Based on the automatic guide mode and the interactive guide mode, build a second management layer; Wherein, the guide trigger rule includes: Based on the preset operation interval and the real-time link node, generate the first guide information; Based on the deviation operation of the link chain, generate the first warning information and the second guide information; The service management module is built, including: Decouple business services based on data flow and information security to determine data flow management mode and security management mode; Synchronize the data flow management mode and the security management mode with the time stamp to determine a third management layer; Based on the first management layer, the second management layer and the third management layer, configure a multi-layer embedded structure to determine the service management module.

2. The remote helpdesk screen sharing method for governance services as claimed in claim 1 wherein, Perform service evaluation to determine service evaluation results, including: Determine the service evaluation dimension, wherein the service evaluation dimension at least includes service progress, dual screen collaboration state and interaction state; Based on the service evaluation dimension, perform 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 direction, a system intervention is used to assist in determining a strategy plan, and the service evaluation result is determined in combination with the service evaluation index.

3. The remote helpdesk screen sharing method for governance services as claimed in claim 1 wherein, After the double-screen collaborative management and interactive guidance management are performed, the following are included: A service help record is generated, and periodic record data is called based on a preset time period; The periodic record data is traversed, and service defect points are mined based on a second preset frequency, wherein user-side demand mining has the highest priority; Based on the service defect points, a management optimization target is determined, and the service management module is incrementally learned, wherein the learning dimensions include updated learning and new learning.

4. A remote helpdesk screen sharing system for e-government services, characterized by, The system for implementing the remote help screen sharing method for government service according to any one of claims 1-3, the system comprises: A business link construction unit is configured to interact with service approval business classes and extend service tentacles, establish link chains based on service process loops, and perform link coding and assignment, wherein the link chains have a corresponding relationship with the service approval business classes; A link traversal enabling unit is configured to traverse the link chains, collaborate with remote contact and large language model enabling, construct a service management module, and drive the service management module in a double mode; A double-screen collaborative guidance unit is configured to receive user-side tasks, trigger double-screen window collaboration and interaction in combination with the service management module, and perform service guidance management; A data fusion evaluation unit is configured to obtain multiple-party data streams in synchronization and perform fusion analysis and service evaluation in conjunction with service guidance management, and determine a service evaluation result, wherein the multiple-party data streams include real-time online and offline data streams; An evaluation feedback optimization unit is configured to assist the service management module in performing double-screen collaborative management and interactive guidance management based on the service evaluation result.

5. An electronic device, comprising: The electronic device comprises: a processor; a memory for storing instructions executable by the processor; wherein the processor is configured to execute the remote help screen sharing method for government service according to any one of claims 1-3.

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