Call interaction method and system

Abstract

The embodiment of the invention provides a call interaction method and system. The method comprises the following steps: acquiring template information of a pre-configured service template according to calling and called information; generating a media resource according to the template information, and pushing the media resource to the calling terminal; acquiring a real-time transport protocol RTP stream generated by the calling terminal through man-machine interaction under the indication of the media resource; and converting the RTP stream into service information according to the template information, updating media resources according to the service information, and pushing the updated media resources to the calling terminal. According to the embodiment of the invention, the problems of poor interactivity and universality of government and enterprise business handling modes in related technologies can be solved, the real-time performance of business handling is higher, and meanwhile, the business handling efficiency of users is also improved.

Description

Technical Field

[0001] The present application relates to the field of communications, and in particular, to a call interaction method and system. Background Art

[0002] With the continuous development of Internet technology and the advancement of paperless office, more and more government and enterprise services have begun to support online processing. Users can handle related business through the official website, mobile applications or e-government platforms of government departments or relevant institutions, realize cross-regional processing of government and enterprise services, and improve work efficiency.

[0003] However, the existing government business processing methods still have the following defects: first, most government business require the download of exclusive application software, and the operation process is cumbersome; second, the interaction method is relatively simple and the interactivity is not strong; third, the application scenarios are relatively simple and the versatility is poor; fourth, it relies too much on mobile Internet and has poor security.

[0004] In summary, there is no good solution to the above problems. Summary of the invention

[0005] The embodiments of the present application provide a call interaction method and system to at least solve the problem of poor interactivity and versatility of government and enterprise business handling methods in related technologies.

[0006] According to one embodiment of the present application, a call interaction method is provided, which includes: obtaining template information of a pre-configured service template based on caller and callee information; generating media resources based on the template information, and pushing the media resources to the calling terminal; obtaining a real-time transport protocol RTP stream generated by the calling terminal through human-computer interaction under the instruction of the media resources; converting the RTP stream into service information based on the template information, updating the media resources based on the service information, and pushing the updated media resources to the calling terminal.

[0007] According to another embodiment of the present application, a call interaction system is provided, the system comprising:

[0008] A new call service module is used to obtain template information of a pre-configured service template according to the calling and called information;

[0009] The media server is used to generate media resources according to the template information and push the media resources to the calling terminal; obtain the real-time transport protocol RTP stream generated by the calling terminal through human-computer interaction under the instruction of the media resources; and parse the RTP stream;

[0010] The new call service module is further used to convert the parsed RTP stream into service information according to the template information;

[0011] The media server is further configured to update the media resources according to the service information, and push the updated media resources to the calling terminal.

[0012] According to another embodiment of the present application, a computer-readable storage medium is provided, in which a computer program is stored, wherein the computer program executes the steps of any of the above method embodiments when executed by a processor.

[0013] According to another embodiment of the present application, an electronic device is provided, including a memory and a processor, wherein a computer program is stored in the memory, and the processor is configured to run the computer program to execute the steps in any one of the above method embodiments.

[0014] Through the embodiments of the present application, users do not need to download application software, and can directly handle government and enterprise business through video calls. The government and enterprise side can also configure the user interaction interface by configuring business templates, which solves the problems of poor interactivity and versatility of government and enterprise business handling methods in related technologies. The business handling is more real-time, and the efficiency of user business handling is also improved. BRIEF DESCRIPTION OF THE DRAWINGS

[0015] Figure 1 It is a hardware structure block diagram of the call interaction method of the embodiment of the present application;

[0016] Figure 2 is a flowchart of a call interaction method according to an embodiment of the present application;

[0017] Figure 3 is a block diagram of a call interaction system according to an embodiment of the present application;

[0018] Figure 4 is a structural block diagram of a call interaction system according to another embodiment of the present application;

[0019] Figure 5 is a schematic diagram of a template management process according to an embodiment of the present application;

[0020] Figure 6 is a schematic diagram of a process of performing call interaction in a key-pressing manner according to an embodiment of the present application;

[0021] Figure 7 It is a flowchart of performing call interaction in a language manner according to an embodiment of the present application. DETAILED DESCRIPTION

[0022] The embodiments of the present application will be described in detail below with reference to the accompanying drawings and in combination with the embodiments.

[0023] It should be noted that the terms "first", "second", etc. in the specification and claims of this application and the above-mentioned drawings are used to distinguish similar objects, and are not necessarily used to describe a specific order or sequence.

[0024] The method embodiments provided in the embodiments of the present application can be executed in the operator's server, computer terminal or similar computing device. Taking running on a computer terminal as an example, Figure 1 is a hardware structure block diagram of the call interaction method of the embodiment of the present application, such as Figure 1 As shown, the hardware board may include one or more ( Figure 1 Only one is shown in the figure) a processor 12 (the processor 12 may include but is not limited to a processing device such as a microprocessor MCU or a programmable logic device) and a memory 14 for storing data, wherein the above-mentioned computer terminal may also include a transmission device 16 for communication functions and an input and output device 18. It can be understood by those skilled in the art that Figure 1 The structure shown is only for illustration and does not limit the structure of the above-mentioned computer terminal. Figure 1 More or fewer components as shown, or with Figure 1 Different configurations are shown.

[0025] The memory 14 can be used to store computer programs, for example, software programs and modules of application software, such as the computer program corresponding to the call interaction method in the embodiment of the present application. The processor 12 executes various functional applications and call interaction methods by running the computer programs stored in the memory 14, that is, implementing the above method. The memory 14 may include a high-speed random access memory, and may also include a non-volatile memory, such as one or more magnetic storage devices, flash memory, or other non-volatile solid-state memory. In some examples, the memory 14 may further include a memory remotely arranged relative to the processor 12, and these remote memories may be connected to the computer terminal via a network. Examples of the above-mentioned network include, but are not limited to, the Internet, an intranet, a local area network, a mobile communication network, and combinations thereof.

[0026] The transmission device 16 is used to receive or send data via a network. The specific example of the above network may include a wireless network provided by a communication provider. In one example, the transmission device 16 includes a network adapter (Network Interface Controller, referred to as NIC), which can be connected to other network devices through a base station so as to communicate with the Internet. In one example, the transmission device 16 can be a radio frequency (Radio Frequency, referred to as RF) module, which is used to communicate with the Internet wirelessly.

[0027] In one embodiment of the present application, a call interaction method is provided. Figure 2 is a flow chart of a call interaction method according to an embodiment of the present application. Figure 2 As shown, the process includes the following steps:

[0028] Step S202, obtaining template information of a pre-configured service template according to the calling and called information;

[0029] Step S204, generating media resources according to the template information, and pushing the media resources to the calling terminal;

[0030] Step S206, obtaining a real-time transport protocol (RTP) stream generated by the calling terminal through human-computer interaction under the instruction of the media resource;

[0031] Step S208: convert the RTP stream into service information according to the template information, update the media resources according to the service information, and push the updated media resources to the calling terminal.

[0032] In an embodiment of the present application, through the above steps S202 to S208, users can directly handle government and enterprise business through video calls without downloading application software. The government and enterprise side can also configure the user interaction interface by configuring business templates, which solves the problem of poor interactivity and versatility of government and enterprise business handling methods in related technologies. The business handling is more real-time, and the efficiency of user business handling is also improved.

[0033] In some embodiments, before obtaining pre-configured template information according to the calling and called information in step S202, the method further includes the following steps:

[0034] Step S2012, after the called terminal answers the call request initiated by the calling terminal, obtaining a request success status code from the called terminal;

[0035] Step S2014: Acquire the calling and called information from the calling terminal and the called terminal.

[0036] In some embodiments, step S202 may include the following steps:

[0037] Step S2022, generating a template acquisition request according to the calling and called party information;

[0038] Step S2024, sending the template acquisition request to a template database, wherein the template database is configured with template information of service templates corresponding to different calling and called information;

[0039] Step S2026, receiving the template information returned by the template database.

[0040] In some embodiments, step S204 may include the following steps:

[0041] Step S2042, superimposing the template information and the initial video media through the media server to generate the media resource;

[0042] Step S2044: Send the media resource to the calling terminal, so that the calling terminal plays the media resource.

[0043] In some embodiments, after obtaining pre-configured template information according to the calling and called information in step S202, the method further includes: step S203, pushing the template information to the called terminal, so that the called agent provides voice prompt information according to the template information.

[0044] In some embodiments, the RTP stream is a key RTP stream or a voice RTP stream.

[0045] In some embodiments, converting the RTP stream into service information according to the template information in step S208 includes:

[0046] Step S2081, when the RTP stream is a key RTP stream, the key RTP stream is parsed by a media server to obtain key information;

[0047] Step S2082: Convert the key information into the service information according to the template information.

[0048] In some other embodiments, converting the RTP stream into service information according to the template information in step S208 may also include:

[0049] Step S2083, when the RTP stream is a voice RTP stream, forwarding the voice RTP stream to a voice recognition server through a media server, and receiving text information returned by the voice recognition server, wherein the voice recognition server is used to convert the voice RTP stream into the text information;

[0050] Step S2084: convert the text information into the business information according to the template information.

[0051] In some embodiments, before step S206, the method further includes: step S205, instructing the media server to enable a speech recognition function.

[0052] In some embodiments, updating the media resource according to the service information and pushing the updated media resource to the calling terminal in step S208 may include the following steps:

[0053] Step S2085, updating the template information according to the business information;

[0054] Step S2088, superimposing the updated template information with the initial video media through the media server to generate the updated media resource;

[0055] Step S2089: Send the updated media resource to the calling terminal, so that the calling terminal plays the updated media resource.

[0056] In some other embodiments, updating the media resources according to the service information and pushing the updated media resources to the calling terminal in step S208 may further include the following steps:

[0057] Step S2086, reporting the business information to the business system so that the business system updates the user information according to the business information;

[0058] Step S2087, obtaining a page switching notification issued by the business system after the user information is updated, and updating the template information according to the page switching notification;

[0059] Step S2088, superimposing the updated template information with the initial video media through the media server to generate the updated media resource;

[0060] Step S2089: Send the updated media resource to the calling terminal, so that the calling terminal plays the updated media resource.

[0061] In some embodiments, before step S202, the method may further include the following steps:

[0062] Step S2002, obtaining a template management request initiated by the business system, wherein the template management request is used to instruct to add, modify or delete a specified business template;

[0063] Step S2004: updating the template database according to the template management request.

[0064] Through the embodiments of the present application, the government and enterprise sides can centrally configure and manage business templates. When users handle business, they do not need to download application software and no longer rely on mobile Internet. They can realize visual operation and handling of business through video calls, thereby solving the problem of poor interactivity and versatility of government and enterprise business handling methods in related technologies. Business handling is more real-time, and the efficiency of user business handling is also improved.

[0065] According to another aspect of the embodiments of the present application, a call interaction system is also provided.

[0066] The call interaction system in the embodiment of the present application can be implemented based on 5G new call (Voice over New Radio, referred to as VoNR). After the caller (individual user) dials the called party (government and enterprise user), the system pushes the interaction template configured by the enterprise to the calling terminal. The caller can perform customized operations such as keystrokes and voice input. The keystroke and voice input information are connected to the system through the RTP stream. The system connects to the enterprise system to complete business processing.

[0067] Figure 3 is a block diagram of a call interaction system according to an embodiment of the present application. Figure 3 As shown, the system includes the following structure:

[0068] New call service module 31 and media server 32.

[0069] A new call service module is used to obtain template information of a pre-configured service template according to the calling and called information;

[0070] The media server is used to generate media resources according to the template information and push the media resources to the calling terminal; obtain the real-time transport protocol RTP stream generated by the calling terminal through human-computer interaction under the instruction of the media resources; and parse the RTP stream;

[0071] The new call service module is further used to convert the parsed RTP stream into service information according to the template information;

[0072] The media server is further configured to update the media resources according to the service information, and push the updated media resources to the calling terminal.

[0073] In some embodiments, the system further includes a signaling processing module.

[0074] The signaling processing module is used to obtain a request success status code from the called terminal after the called terminal connects to the call request initiated by the calling terminal.

[0075] The signaling processing module is also used to forward the request success status code to the new call service module.

[0076] In some embodiments, the new call service module is further used to obtain the calling and called information from the calling terminal and the called terminal.

[0077] In some embodiments, the system further includes a template management module for storing and managing business templates and template information. The business templates and template information may be stored in a template database.

[0078] The new call service module is also used to generate a template acquisition request based on the calling and called information; send the template acquisition request to the template management module (i.e., template database), wherein the template database is configured with template information of service templates corresponding to different calling and called information; and receive the template information returned by the template management module.

[0079] In some embodiments, the media server is further configured to perform superposition processing on the template information and the initial video media to generate the media resource; and send the media resource to the calling terminal so that the calling terminal plays the media resource.

[0080] In some embodiments, the new call service module is further used to push the template information to the called terminal so that the called agent provides voice prompt information according to the template information. The new call service module can push the template information to the called terminal (i.e., the called agent) via the core network through the signaling processing module.

[0081] In some embodiments, the media server is further configured to, when the RTP stream is a key RTP stream, parse the key RTP stream to obtain key information; and report the key information to the new call service module.

[0082] In some embodiments, the new call service module is further used to convert the key information into the service information according to the template information.

[0083] In other embodiments, the media server is further used to forward the voice RTP stream to a voice recognition server and receive text information returned by the voice recognition server when the RTP stream is a voice RTP stream, wherein the voice recognition server is used to convert the voice RTP stream into the text information; and report the text information to the new call service module.

[0084] In some embodiments, the new call service module is further used to convert the text information into the business information according to the template information.

[0085] In some embodiments, the new call service module is further used to instruct the media server to enable a voice recognition function. The new call service module can enable the function by sending a voice recognition instruction to the media server.

[0086] In some embodiments, the media server is further used to update the template information according to the business information; superimpose the updated template information with the initial video media to generate the updated media resources; and send the updated media resources to the calling terminal so that the calling terminal plays the updated media resources.

[0087] In some embodiments, the system also includes a government-enterprise access module, which is responsible for connecting with the business system (ie, the government-enterprise system).

[0088] In some embodiments, the new call service module is also used to report the business information to the business system so that the business system updates the user information according to the business information; wherein, the new call service module can forward the business information to the business system through the government and enterprise access module.

[0089] In some embodiments, the new call service module is also used to obtain the page switching notification issued by the business system after the user information is updated; wherein, the page switching notification can be forwarded to the new call service module by the government and enterprise access module.

[0090] In some embodiments, the new call service module is further used to instruct the media server to update the template information according to the page switching notification.

[0091] In some embodiments, the media server is further used to superimpose the updated template information with the initial video media to generate the updated media resource; and send the updated media resource to the calling terminal so that the calling terminal plays the updated media resource.

[0092] In some embodiments, the template management module is also used to obtain a template management request initiated by a business system through a government and enterprise access module, wherein the template management request is used to instruct the addition, modification or deletion of a specified business template; and update the template database according to the template management request.

[0093] Through the embodiments of the present application, the user's dependence on the mobile Internet when handling business can be reduced. There is no need to download dedicated application software when handling business. Business templates are automatically matched according to the caller and caller information, and the business templates can be freely configured by government and enterprise users. It has strong scalability, thereby solving the problem of poor interactivity and versatility of government and enterprise business handling methods in related technologies.

[0094] Figure 4is a structural block diagram of a call interaction system according to another embodiment of the present application. Figure 4 As shown, the call interaction system includes the following structure:

[0095] Signaling processing module, new call service module, template management module, government and enterprise access module, and media processing module.

[0096] In this embodiment, after the calling terminal (individual user) dials the called terminal (government or enterprise seat), the system pushes the interactive template configured by the enterprise to the calling terminal. The caller can perform customized operations such as keystrokes and voice input. The keystroke and voice input information are connected to the system through the RTP stream. The system connects to the enterprise system to complete business processing.

[0097] In some embodiments, the signaling processing module is responsible for processing the signaling and reporting the message to the new call service module.

[0098] In some embodiments, the media server is responsible for superimposing the template content processed by the new call service module onto the video call, and sending it to the calling terminal through the core network. It is responsible for receiving the caller's key information during the call phase and converting the voice into text, and reporting it to the new call service module. It is responsible for receiving the caller's voice RTP stream during the call phase and sending it to a third-party voice recognition server.

[0099] In some embodiments, the new call service module is responsible for selecting industry templates based on the called and calling services, and sending them to the media server for video overlay. It is also responsible for receiving the text converted from the caller's key presses or voice reported by the media server, and sending it to the management / access module.

[0100] In some embodiments, the template management module is responsible for adding, modifying, deleting, and querying industry templates, so that different government and enterprise users can customize personalized templates.

[0101] In some embodiments, the government and enterprise access module is responsible for connecting with the government and enterprise system (ie, the business system), arranging business templates according to government and enterprise customer instructions, receiving new call service module requests, and reporting the information filled in by users to the government and enterprise system.

[0102] Through the embodiments of the present application, users can handle related services based on the core network, reducing dependence on the mobile Internet, while enhancing the security of business acceptance. Individual users do not need to install application software, reducing the risk of personal information leakage.

[0103] Figure 5 is a schematic diagram of a template management process according to an embodiment of the present application, such as Figure 5 As shown, the process includes the following steps:

[0104] Step S502, the government and enterprise system initiates a template management request;

[0105] Step S504: the government and enterprise access module receives the request, assembles it into an internal management request and sends it to the template management module;

[0106] Step S506, the template management module updates the template, persists the data, and returns a response;

[0107] Step S508, the government and enterprise access module returns a response.

[0108] In this embodiment, the called user may include but is not limited to enterprises, government agencies, schools, etc.

[0109] In an exemplary embodiment, the business template may use highly indicative content such as "gestures" and "virtual people" to guide business acceptance and improve the real-time nature of business processing.

[0110] In an exemplary embodiment, the service template may also include but not limited to user information, service-related information, etc. During the call phase, a virtual screen and a customized interactive interface are provided to the calling terminal according to the configured service template to guide the calling user to complete operations such as information entry and service handling.

[0111] Through the embodiment of the present application, government and enterprise users can freely configure the business template, which has strong scalability, thereby improving the interactive experience of users when handling business. In addition, the user interaction interface is uniformly configured in the form of business templates, and the management method is more efficient and centralized.

[0112] Figure 6 is a flow chart of performing call interaction in a key-pressing manner according to an embodiment of the present application, such as Figure 6 As shown, the process includes the following steps:

[0113] Step S601: A personal caller calls a government or enterprise user, the government or enterprise user picks up the phone, and the government or enterprise access module forwards 200OK (successful request status code) to the new call service module;

[0114] Step S602: the new call service module sends an industry template acquisition request to the industry template management module according to the calling party and called party information to acquire the template information;

[0115] Step S603, the new call service module sends the template information to the media server, instructing the media server to overlay the template on the video;

[0116] Step S604: the media server superimposes the template into a video, generates a media resource, and plays the video to the calling terminal;

[0117] Step S605, the new call service module reports the current template information to the core network through the signaling processing module, notifies the enterprise seat, and gives the user a voice prompt;

[0118] Step S606, the media server plays the video to the caller;

[0119] Step S607, the media server receives a user's Dual Tone Multi Frequency (DTMF) key press;

[0120] Step S608, the media server reports the key information to the new call service module;

[0121] Step S609, after receiving the key information, the new call service module processes the key information into service information according to the template, and notifies the media server to overlay the template onto the video;

[0122] Step S610: the media server superimposes the updated template into a video, generates a media resource, and plays the video to the calling terminal;

[0123] Step S611, the new call service module sends the information obtained in the previous step to the government and enterprise system through the government and enterprise access module according to the template report corresponding business information. After the government and enterprise update the user information, the audio notification result;

[0124] Step S612, the government and enterprise system notifies the new call service module to update to the next page through the access module;

[0125] Step S613, the new call service module repeats steps S602 to S612 according to the next page template until the service is completed.

[0126] In this embodiment, the caller is a personal user terminal (User Equipment, referred to as UE), and the called party is a government or enterprise user terminal or a government or enterprise seat. The industry template management module is equivalent to the above template management module, and is used to manage industry modules (ie, business templates).

[0127] Figure 7 is a flow chart of performing call interaction in a language manner according to an embodiment of the present application, such as Figure 7 As shown, the process includes the following steps:

[0128] Step S701: The calling party calls the government or enterprise called party, the government or enterprise party picks up the phone, and the government or enterprise access module forwards 200OK to the new call service module;

[0129] Step S702, the new call service module sends an industry template acquisition request to the industry template management module (i.e., template management module) according to the calling party and called party information to acquire template information;

[0130] Step S703, the new call service module sends the template information and the voice recognition function activation instruction to the media server, and notifies the media server to superimpose the template on the video;

[0131] Step S704: the media server superimposes the template into a video, generates a media resource, and plays the video to the calling terminal;

[0132] Step S705, the new call service module reports the current template information to the core network through the signaling processing module, notifies the enterprise seat, and gives the user a voice prompt;

[0133] Step S706, the media server plays the video to the caller;

[0134] Step S707, the media server receives the user audio RTP stream;

[0135] Step S708, the media server calls a third-party service to transcribe the speech into text;

[0136] Step S709, the media server reports the text information to the new call service module;

[0137] Step S710, after receiving the text message, the new call service module extracts the service information according to the template and notifies the media server to overlay the template onto the video;

[0138] Step S711, the media server superimposes the updated template into a video, generates a media resource, and plays the video to the calling terminal;

[0139] Step S712, the new call service module sends the information obtained in the previous step to the government and enterprise system through the government and enterprise access module according to the template report corresponding business information. After the government and enterprise update the user information, the audio notification result;

[0140] Step S713, the government and enterprise system notifies the new call service module to update to the next page through the access module;

[0141] Step S714, the new call service module repeats steps S702 to S713 according to the next page template until the service is completed.

[0142] In an embodiment of the present application, by superimposing a business template into a video, the business processing function can be realized based on the video call service provided by the operator. Compared with the traditional method of logging into a government platform or downloading application software to handle government business, it is more universal and real-time, improves service efficiency and user experience, and thus solves the problem of poor interactivity and universality of government business processing methods in related technologies.

[0143] An embodiment of the present application further provides a computer-readable storage medium, in which a computer program is stored, wherein the computer program executes the steps of any of the above method embodiments when executed by a processor.

[0144] In an exemplary embodiment, the computer-readable storage medium may include, but is not limited to, various media that can store computer programs, such as a USB flash drive, a read-only memory (ROM), a random access memory (RAM), a mobile hard disk, a magnetic disk or an optical disk.

[0145] An embodiment of the present application further provides an electronic device, including a memory and a processor, wherein a computer program is stored in the memory, and the processor is configured to run the computer program to execute the steps in any one of the above method embodiments.

[0146] In an exemplary embodiment, the electronic device may further include a transmission device and an input / output device, wherein the transmission device is connected to the processor, and the input / output device is connected to the processor.

[0147] For specific examples in this embodiment, reference may be made to the examples described in the above embodiments and exemplary implementation modes, and this embodiment will not be described in detail herein.

[0148] Obviously, those skilled in the art should understand that the above modules or steps of the present application can be implemented by a general computing device, they can be concentrated on a single computing device, or distributed on a network composed of multiple computing devices, they can be implemented by a program code executable by a computing device, so that they can be stored in a storage device and executed by the computing device, and in some cases, the steps shown or described can be executed in a different order from that herein, or they can be made into individual integrated circuit modules, or multiple modules or steps therein can be made into a single integrated circuit module for implementation. Thus, the present application is not limited to any specific combination of hardware and software.

[0149] The above description is only the preferred embodiment of the present application and is not intended to limit the present application. For those skilled in the art, the present application may have various modifications and variations. Any modification, equivalent replacement, improvement, etc. made within the principles of the present application shall be included in the protection scope of the present application.

Claims

1. A call interaction method, characterized in that: The method comprises: Acquire template information of a pre-configured service template according to the calling and called information; Generate media resources according to the template information, and push the media resources to the calling terminal; Acquire a real-time transport protocol RTP stream generated by the calling terminal through human-computer interaction under the instruction of the media resource; The RTP stream is converted into service information according to the template information, the media resources are updated according to the service information, and the updated media resources are pushed to the calling terminal.

2. The method according to claim 1, characterized in that Before obtaining the pre-configured template information according to the calling and called information, the method further includes: After the called terminal answers the call request initiated by the calling terminal, obtaining a request success status code from the called terminal; The calling and called terminal information is acquired from the calling terminal and the called terminal.

3. The method according to claim 1, characterized in that Get the pre-configured template information based on the calling and called party information, including: Generate a template acquisition request according to the calling and called information; Sending the template acquisition request to a template database, wherein the template database is configured with template information of service templates corresponding to different calling and called information; Receive the template information returned by the template database.

4. The method according to claim 1, characterized in that: Generating media resources according to the template information and pushing the media resources to the calling terminal includes: The template information is superimposed on the initial video media by a media server to generate the media resource; The media resource is sent to the calling terminal, so that the calling terminal plays the media resource.

5. The method according to claim 1, characterized in that After obtaining the pre-configured template information according to the calling and called information, the method further includes: The template information is pushed to the called terminal, so that the called agent provides voice prompt information according to the template information.

6. The method according to claim 1, characterized in that The RTP stream is a key RTP stream or a voice RTP stream.

7. The method according to claim 6, characterized in that Converting the RTP stream into service information according to the template information includes: In the case where the RTP stream is a key RTP stream, the key RTP stream is parsed by a media server to obtain key information; The key information is converted into the service information according to the template information.

8. The method according to claim 6, characterized in that Converting the RTP stream into service information according to the template information includes: In the case where the RTP stream is a voice RTP stream, forwarding the voice RTP stream to a voice recognition server through a media server, and receiving text information returned by the voice recognition server, wherein the voice recognition server is used to convert the voice RTP stream into the text information; The text information is converted into the business information according to the template information.

9. The method according to claim 8, characterized in that Before acquiring the real-time transport protocol RTP stream generated by the calling terminal through human-computer interaction under the instruction of the media resource, the method further includes: Instruct the media server to enable a speech recognition function.

10. The method according to claim 1, characterized in that Updating the media resource according to the service information and pushing the updated media resource to the calling terminal includes: Update the template information according to the business information; The updated template information is superimposed on the initial video media by the media server to generate the updated media resource; The updated media resource is sent to the calling terminal, so that the calling terminal plays the updated media resource.

11. The method according to claim 1, characterized in that: Updating the media resource according to the service information and pushing the updated media resource to the calling terminal includes: Reporting the business information to the business system so that the business system updates the user information according to the business information; Obtaining a page switching notification issued by the business system after the user information is updated, and updating the template information according to the page switching notification; The updated template information is superimposed on the initial video media by the media server to generate the updated media resource; The updated media resource is sent to the calling terminal, so that the calling terminal plays the updated media resource.

12. The method according to claim 1, characterized in that Before acquiring template information of a pre-configured service template according to the calling and called information, the method further includes: Obtaining a template management request initiated by a business system, wherein the template management request is used to instruct to add, modify or delete a specified business template; The template database is updated according to the template management request.

13. A call interaction system, characterized in that: The system comprises: A new call service module is used to obtain template information of a pre-configured service template according to the calling and called information; The media server is used to generate media resources according to the template information and push the media resources to the calling terminal; obtain the real-time transport protocol RTP stream generated by the calling terminal through human-computer interaction under the instruction of the media resources; and parse the RTP stream; The new call service module is further used to convert the parsed RTP stream into service information according to the template information; The media server is further configured to update the media resources according to the service information, and push the updated media resources to the calling terminal.

14. A computer-readable storage medium, characterized in that: The storage medium stores a computer program, wherein the computer program executes the method described in any one of claims 1 to 12 when executed by a processor.

15. An electronic device comprising a memory and a processor, characterized in that: A computer program is stored in the memory, and the processor is configured to run the computer program to perform the method according to any one of claims 1 to 12.

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