Problem processing method and device, equipment and medium

Abstract

The embodiment of the invention relates to a problem processing method and device, equipment and a medium, and the method comprises the steps: obtaining a problem video corresponding to a problem feedback operation, the problem video is obtained by carrying out the screen recording of an interface of a target platform through a recording analysis tool before the problem feedback operation, and analyzing the problem video by using a video analysis model in the recording analysis tool to obtain a problem summary, and displaying the problem video and the problem summary on a problem detail page. By adopting the technical scheme, the problem processing tool can directly obtain the problem video reproduction problem, the communication cost of problem understanding is reduced, the problem processing tool can analyze the problem video by using the video analysis model in the recording analysis tool, the problem summary is directly obtained, and the problem processing efficiency is improved. The technical personnel can directly check the problem in the problem video based on the problem summary and quickly solve the problem, so that the problem processing efficiency is effectively improved, and the operation and maintenance cost is reduced.

Description

Technical Field

[0001] The present disclosure relates to the field of computer technology, and in particular to a problem handling method, device, equipment and medium. Background Art

[0002] Currently, in the problem feedback module of the problem handling tool, the coverage of links for FAQs is low, and users are usually required to choose to manually handle the problem. However, in the process of manually handling problems, it is necessary to wait in line for technicians to solve the problem according to the time when the problem was raised. The problem handling tool can only mechanically submit the user's problem. The cost of detailed communication between the technician and the user is high in order to understand the problem, which leads to the obstruction of problem solving ability and low problem handling efficiency. Therefore, how to improve the problem handling efficiency of the problem handling tool has become a technical problem that needs to be solved urgently. Summary of the invention

[0003] In order to solve the above technical problems, the present disclosure provides a problem handling method, device, equipment and medium.

[0004] The present disclosure provides a method for solving a problem, the method comprising:

[0005] Obtaining a problem video corresponding to the problem feedback operation, wherein the problem video is obtained by recording the interface of the target platform before the problem feedback operation using a recording analysis tool;

[0006] Analyze the problematic video using the video analysis model in the recording analysis tool to obtain a problem summary;

[0007] The question video and the question summary are displayed on the question details page.

[0008] The present disclosure also provides a problem handling device, the device comprising:

[0009] An acquisition module, used to acquire a problem video corresponding to the problem feedback operation, wherein the problem video is obtained by recording the interface of the target platform before the problem feedback operation using a recording analysis tool;

[0010] An analysis module, used to analyze the problematic video using the video analysis model in the recording analysis tool to obtain a problem summary;

[0011] The first display module is used to display the question video and the question summary on the question details page.

[0012] An embodiment of the present disclosure also provides an electronic device, which includes: a processor; a memory for storing executable instructions of the processor; the processor is used to read the executable instructions from the memory and execute the instructions to implement the problem handling method provided by the embodiment of the present disclosure.

[0013] The embodiment of the present disclosure further provides a computer-readable storage medium, wherein the storage medium stores a computer program, and the computer program is used to execute the problem handling method provided by the embodiment of the present disclosure.

[0014] Compared with the prior art, the technical solution provided by the embodiments of the present disclosure has the following advantages: the problem handling solution provided by the embodiments of the present disclosure obtains the problem video corresponding to the problem feedback operation, wherein the problem video is obtained by recording the interface of the target platform before the problem feedback operation through the recording and analysis tool, and the problem video is analyzed by the video analysis model in the recording and analysis tool to obtain a problem summary, and the problem video and the problem summary are displayed on the problem details page. With the above technical solution, the problem handling tool can use the recording and analysis tool to record the interface of the target platform to directly obtain the problem video to reproduce the problem, thereby reducing the communication cost of understanding the problem, and the problem handling tool can also use the video analysis model in the recording and analysis tool to analyze the problem video to directly obtain the problem summary, so that the technical staff can directly view the problem in the problem video based on the problem summary and quickly solve the problem, which effectively improves the problem handling efficiency and reduces the operation and maintenance cost. BRIEF DESCRIPTION OF THE DRAWINGS

[0015] The above and other features, advantages and aspects of the embodiments of the present disclosure will become more apparent with reference to the following detailed description in conjunction with the accompanying drawings. Throughout the accompanying drawings, the same or similar reference numerals represent the same or similar elements. It should be understood that the drawings are schematic and the originals and elements are not necessarily drawn to scale.

[0016] Figure 1 A flowchart of a problem handling method provided by an embodiment of the present disclosure;

[0017] Figure 2 A schematic diagram of a display page of a target platform provided in an embodiment of the present disclosure;

[0018] Figure 3 A schematic diagram of a frequently asked questions introduction page provided in an embodiment of the present disclosure;

[0019] Figure 4 A schematic diagram of a problem feedback page provided in an embodiment of the present disclosure;

[0020] Figure 5 A schematic diagram of a question details page provided in an embodiment of the present disclosure;

[0021] Figure 6 A schematic diagram of a group conversation of an angry click question group provided by an embodiment of the present disclosure;

[0022] Figure 7 A schematic diagram of another question details page provided in an embodiment of the present disclosure;

[0023] Figure 8 A schematic diagram of the structure of a problem handling device provided by an embodiment of the present disclosure;

[0024] Fig. 9 A schematic diagram of the structure of an electronic device provided in an embodiment of the present disclosure. DETAILED DESCRIPTION

[0025] Embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. Although certain embodiments of the present disclosure are shown in the accompanying drawings, it should be understood that the present disclosure can be implemented in various forms and should not be construed as being limited to the embodiments described herein, which are instead provided for a more thorough and complete understanding of the present disclosure. It should be understood that the drawings and embodiments of the present disclosure are only for exemplary purposes and are not intended to limit the scope of protection of the present disclosure.

[0026] It should be understood that the various steps described in the method embodiments of the present disclosure may be performed in different orders and / or in parallel. In addition, the method embodiments may include additional steps and / or omit the steps shown. The scope of the present disclosure is not limited in this respect.

[0027] The term "including" and its variations used herein are open inclusions, i.e., "including but not limited to". The term "based on" means "based at least in part on". The term "one embodiment" means "at least one embodiment"; the term "another embodiment" means "at least one additional embodiment"; the term "some embodiments" means "at least some embodiments". The relevant definitions of other terms will be given in the following description.

[0028] It should be noted that the concepts such as "first" and "second" mentioned in the present disclosure are only used to distinguish different devices, modules or units, and are not used to limit the order or interdependence of the functions performed by these devices, modules or units.

[0029] It should be noted that the modifications of "one" and "plurality" mentioned in the present disclosure are illustrative rather than restrictive, and those skilled in the art should understand that unless otherwise clearly indicated in the context, it should be understood as "one or more".

[0030] The names of the messages or information exchanged between multiple devices in the embodiments of the present disclosure are only used for illustrative purposes and are not used to limit the scope of these messages or information.

[0031] The problem handling tasks of problem handling tools are becoming increasingly heavy, with an average of more than 200 problems handled per week, but the average number of technicians for problem handling tools is more than 15. Currently, when technicians locate problems based on problem handling tools, they need to communicate with users through voice and screen sharing. The cost of detailed communication with users in order for technicians to understand the problems is high, which hinders problem solving capabilities and reduces problem handling efficiency.

[0032] In order to solve the above problems, the embodiments of the present disclosure provide a method for solving the problem, which is introduced below in conjunction with specific embodiments.

[0033] Figure 1 The present invention provides a flowchart of a method for handling a problem, which can be performed by a problem handling device, wherein the device can be implemented by software and / or hardware, and can generally be integrated in an electronic device. Figure 1 As shown, the method includes:

[0034] Step 101: Obtain a problem video corresponding to the problem feedback operation, wherein the problem video is obtained by recording the interface of the target platform by using a recording analysis tool before the problem feedback operation.

[0035] The problem handling method provided by the embodiment of the present disclosure is implemented based on a problem handling tool. The problem handling tool can be a tool for feedback, transmission, identification, tracking and resolution of problems. The problem handling tool can provide a problem feedback module and a corresponding interactive page for problem feedback to platform users, and can also provide a problem display page and a functional module for problem handling to back-end technical personnel. Among them, the problem handling tool has the functions of a recording and analysis tool by accessing the recording and analysis tool, such as the ability to playback the screen recording and the ability to provide various resources to assist in problem location. The target platform can be any platform that needs to handle problems, such as any platform with a problem handling tool installed, such as a middle platform. The problem handling tool can be installed on the target platform, and the number of target platforms can include one or more. When the problem handling tool accesses the target platform, the front-end access method is simple, and it only needs to wrap a layer of code around the problem handling tool to access the corresponding platform.

[0036] The recording and analysis tool is an installation-free, high-performance, high-loss compression ratio cloud-based Web screen recording, screenshot, storage, playback and live broadcast tool. The recording and analysis tool can record any interface running on the target platform and any operation on the interface to obtain problem videos to reproduce problems in the target platform, such as usage problems on the target platform, page problems on the target platform, and functional troubleshooting of the target platform. It supports multi-dimensional content recording including Web interface, user operations, network requests, consoles and error logs.

[0037] The problem feedback operation refers to an interactive operation for providing feedback on any problem that occurs in the target platform. The problem feedback operation may include a pop-up window that displays whether the user agrees to upload the problem video after the user triggers the feedback button in the target platform. After the user triggers the agreement, the user enters the FAQ introduction page, triggers the transfer to manual in the FAQ introduction, and enters the problem feedback page with the recording address of the problem video. After the user fills in the problem-related content on the problem feedback page, the trigger operation initiated by the user to call the problem handling tool is to initiate the problem feedback operation. The user is the user of the target platform. The FAQ introduction page refers to a page that specifically lists common questions and their answers. The problem feedback page refers to a page for users to submit problem-related content, and the problem-related content includes at least one of the control surface / area where the problem is located, the problem level, the problem type, and the problem description.

[0038] In actual application scenarios, such as Figure 2 As shown in the figure, the display page of the target platform is shown, and the display page includes a feedback button 201. After the user clicks the feedback button 201, a pop-up window is displayed, and the pop-up window displays a re-manual recording control, a disagree control, and an agree control. The re-manual recording control is used to indicate that the user can manually record the problem video. After the user clicks the agree control, it enters the Figure 3 The FAQ introduction page shown in FIG. 1 shows a control 301. After the user clicks the control 301, the user enters the following page: Figure 4 The problem feedback page shown carries the recording address of the problematic video. After the user fills in the control surface / area where the problem is located, the problem level, and the problem description on the problem feedback page, the problem feedback operation is initiated by clicking control 401.

[0039] A problem video refers to a video recording the interface dynamics of a problem or failure that occurs within a specific time period. The specific time period can be set to 3 minutes. The problem video may include several frames before and after the problem occurs. Specifically, the problem video includes the screen related to the problem generated during the user's interactive operation on the target platform. The screen can be obtained by recording the interface of the target platform before the problem feedback operation using the recording and analysis tool. The recording and analysis tool can record the interface of the target platform in real time. If the problem handling tool receives the user's problem feedback operation for the target platform and obtains the user's consent to upload the recorded screen content, the problem video is the problem video of the target platform that has been recorded in the recording and analysis tool. If the problem handling tool receives the user's problem feedback operation for the target platform, but does not obtain the user's consent to upload the recorded screen content, the problem video can be manually re-recorded by the user.

[0040] In the disclosed embodiment, the problem video is a recorded problem video of the target platform obtained by the problem handling tool from the recording and analysis tool. After receiving the user's feedback operation on the problem in the target platform, the problem handling tool obtains the corresponding problem video. The technician does not need to communicate verbally and share the screen with the user, which reduces the user's cost of explaining the problem and can better reproduce the problem encountered by the user.

[0041] In order to improve the efficiency of obtaining problematic videos, in an optional implementation, the screen recording address transmitted by the recording analysis tool after the problem feedback operation is obtained, and the problematic video is obtained based on the screen recording address.

[0042] Among them, the problem feedback operation carries the recording address of the problem video. The screen recording address refers to the file path or link used to access the recorded video. Specifically, the screen recording address can be used to access the corresponding problem video. The recorded video refers to any video recorded by the recording analysis tool.

[0043] In the disclosed embodiment, after receiving the problem feedback operation, the problem handling tool parses the problem feedback operation to obtain the screen recording address of the problem video, and obtains the problem video by triggering the screen recording address, thereby improving the efficiency of obtaining the problem video.

[0044] Step 102: Analyze the problem video using the video analysis model in the recording analysis tool to obtain a problem summary.

[0045] The video analysis model refers to a model that analyzes and summarizes the problems in the problem video to obtain the corresponding problem summary. There is no limitation on the type of video analysis model. The problem summary refers to a text that summarizes the problems in the video. For example, the problem summary can be a summary of network errors and page freezes in the video.

[0046] In the disclosed embodiment, after obtaining the problem video, the problem handling tool calls the recording analysis tool, and uses the recording analysis tool to input the problem video into the video analysis model. The problem video is analyzed by the video analysis model to obtain a problem summary. The technicians can directly view the problems in the problem video based on the problem summary, thereby improving the work efficiency of the technicians and reducing operation and maintenance costs.

[0047] Step 103: Display the question video and question summary on the question details page.

[0048] Among them, the problem details page refers to a page used to display the problem video and the problems appearing in the problem video. Specifically, the problem details page can be a page displayed when the problem analysis tool receives a technician's analysis trigger operation for the problem video.

[0049] In the disclosed embodiment, the question video and the question summary can be displayed in different areas of the question details page. In one optional implementation, the question video is displayed on the left side of the question details page, and the question summary is displayed on the right side of the question details page. In another optional implementation, the question video is displayed on the upper side of the question details page, and the question summary is displayed on the lower side of the question details page.

[0050] like Figure 5 As shown, the problem details page is shown in the figure. The left area 501 of the problem details page shows the problematic video, and the right area 502 of the problem details page shows the problem summary. For example, 2 similar problem handling groups have been searched so far. You can click to join the group to view relevant solutions. A 404 interface error was found, resulting in resource not found. A 505 interface error was found, resulting in an internal server error. A 503 interface error was found, indicating that the server is unavailable. A 501 interface error was found, indicating that it was not implemented. The waiting event for this network request was 7406 milliseconds, which did not exceed 10 seconds, so it was not a serious network delay problem. Two JS errors were found, one of which had a greater impact on page execution, so please pay special attention. There was no obvious freeze on the page.

[0051] The problem handling solution provided by the embodiment of the present disclosure obtains the problem video corresponding to the problem feedback operation, wherein the problem video is obtained by recording the interface of the target platform before the problem feedback operation through a recording and analysis tool, and the problem video is analyzed using the video analysis model in the recording and analysis tool to obtain a problem summary, and the problem video and the problem summary are displayed on the problem details page. With the above technical solution, the problem handling tool can use the recording and analysis tool to record the interface of the target platform to directly obtain the problem video to reproduce the problem, thereby reducing the communication cost of understanding the problem, and the problem handling tool can also use the video analysis model in the recording and analysis tool to analyze the problem video to directly obtain the problem summary, so that the technical staff can directly view the problem in the problem video based on the problem summary and quickly solve the problem, effectively improving the problem handling efficiency and reducing the operation and maintenance cost.

[0052] In order to improve the efficiency of problem locating, in an optional implementation, a search is performed based on the problem video and the problem summary to obtain at least one related problem group corresponding to the problem video, and at least one group entrance of at least one related problem group is displayed on the problem details page.

[0053] Among them, the related problem group refers to a group formed by a group of users facing similar problems under specific environments or conditions. The related problem group can be initiated by users or technicians. The related problem group can include problems similar to those mentioned in the problem video and their corresponding solutions. The group entrance refers to the entrance used to trigger entry into the corresponding group. The entrance can be in any form, such as a control, button or other interactive element. In order to make it easier for technicians to see the group entrance, the group entrance can be displayed in the same area of ​​the problem details page as the problem summary. For example, the group entrance can be displayed as part of the problem summary in the problem summary area. Figure 5 The 502 area shown.

[0054] like Figure 5 As shown in the figure, the group entrances of two associated problem groups of problematic videos are shown, namely the group entrance of the angry click problem group and the group entrance of the long-term page no feedback problem group. The angry click problem group refers to a group used to collect and solve the angry clicks encountered by users when using a certain platform. Angry clicks refer to the behavior of users continuously clicking on a smaller area in a short period of time. The long-term page no feedback problem group refers to a group used to collect and solve the long-term page no response encountered by users when using a certain platform. In actual applications, there is a problem of long-term page no feedback in the problematic video. The problem handling tool can search through the problematic video and the problem summary to obtain the corresponding long-term page no feedback problem group, and provide an entrance to the long-term page no feedback problem group, thereby improving the efficiency of locating problems in the problematic video.

[0055] In the disclosed embodiment, after obtaining the problem video and the problem summary, the problem handling tool uses the problem video and the problem summary to search, obtains the related problem group associated with the problem involved in the problem video, and displays the group entrance of the corresponding related problem group on the problem details page to improve the efficiency of locating the problem in the problem video.

[0056] In order to improve the efficiency of problem handling, in an optional implementation, in response to a trigger operation on a target group entrance in at least one group entrance, the current user is controlled to enter the target problem group corresponding to the target group entrance and the group conversation page of the target problem group is displayed, wherein the group conversation page of the target problem group includes historical solutions to related problems.

[0057] Among them, the target group entrance can be any group entrance of at least one group entrance of the associated problem group corresponding to the problem video, and the target group entrance can be presented in any form, such as display in the form of controls, buttons or other interactive elements. The triggering operation of the target group entrance can include gesture operations on the target group entrance (such as click, long press, double click, etc.), language control operations or expression control operations, etc. The current user refers to the current technician of the problem handling tool. The target problem group is the problem group corresponding to the target group entrance. The group conversation page refers to a page used to display the conversation between the participants in the group. The group conversation page includes historical related problems and corresponding solutions. In the actual application process, the technician can pull the user into the corresponding problem group, and the user can understand the solution to the current problem based on the historical related problems and corresponding solutions included in the group conversation page, which improves the efficiency of the user's independent problem solving.

[0058] Take the target group entrance as the angry click question group entrance as an example. Figure 5 As shown, after the technician clicks the angry click problem group entrance 504, he enters the angry click problem group from the current problem details page and displays the group conversation page of the angry click problem group, such as Figure 6 As shown in the figure, a group conversation of the angry click problem group is shown. The angry click problem is shown in area 601. How to identify the angry click behavior of users on the page? The corresponding solution of the angry click problem is shown in area 602. For technicians, by providing the associated problem group associated with the problem involved in the problem video and displaying the group entrance of the corresponding associated problem group on the problem details page, the technicians can enter the corresponding associated problem group by triggering the group entrance and view the solutions to similar problems, which further improves the efficiency of problem handling.

[0059] In the disclosed embodiment, after receiving a trigger operation on a target group entrance in at least one group entrance, the problem handling tool controls the current user to enter the target problem group corresponding to the target group entrance and displays the group conversation page of the target problem group, so that the current user can view historical solutions to related problems of the problem video on the group conversation page, further improving the efficiency of problem handling.

[0060] In some embodiments, multiple events of the question video are displayed on the question details page according to the question type.

[0061] Among them, an event refers to a behavior or state change related to a specific problem that occurs at a specific time and in a specific environment. An event can be a data-based description presented from the perspective of the problem when a recording analysis tool analyzes a problem video. For example, a series of problems such as network errors and page freezes occurred on the target platform. Accordingly, network errors and page freezes are the corresponding events in the problem video. The problem type is the result of classifying different problems according to the characteristics of the problem. Specifically, the problem type can classify each event according to the problems involved in the problem video, and divide each event in the problem video into multiple problem types. For example, according to the category of errors in the problem video, the problem type can include network errors, page freezes, network delays, page execution errors, etc.

[0062] In an embodiment of the present disclosure, multiple events corresponding to a problem video may be displayed in the problem details page according to the problem type, so that a technician may more intuitively distinguish events of different problem types in the problem video. Specifically, multiple events corresponding to the problem video may be displayed below the problem summary to facilitate the technician in viewing each event corresponding to the problem video.

[0063] In order to view events of a specific problem type more intuitively, in an optional implementation, the problem handling tool may group multiple events according to the problem type to obtain multiple event groups, and in response to an event group display operation, display at least one event of a target event group corresponding to the event group display operation among the multiple event groups and the corresponding target problem type.

[0064] Among them, an event group refers to a collection of events of the same event type. For example, if there are 4 network errors in the problem video, the problem handling tool can construct the 4 network errors in the problem video into an event group. The event group display operation refers to the trigger operation for displaying any event group. The event group display operation includes the user's gesture control operation (such as click, long press, double click, etc.), voice control operation or expression control operation on any event group, etc. The target event group refers to any event group corresponding to the problem video. The target problem type refers to the problem type corresponding to the target event group in the problem video.

[0065] like Figure 5 As shown, area 505 in the figure displays multiple event groups of the problem video, namely, a network error event group, a page freeze event group, a network delay event group, and a page execution error event group. The technician can view events of a specific problem type more intuitively. For example, the technician can view the network error event group. After receiving the display operation for the network error event group, the problem handling tool displays the corresponding events in the network error event group in area 503, as well as the specific problem type and event details corresponding to each event.

[0066] In an embodiment of the present disclosure, the problem handling tool can group various events involved in the problem video according to the problem type to obtain multiple event groups. Specifically, after receiving the technician's display trigger operation for the event group, the problem handling tool displays the events in the target event group corresponding to the event group display operation and the corresponding target problem type on the problem details page.

[0067] Furthermore, in order to quickly find the corresponding event from the problem video, in an optional implementation, in response to a selection operation of a target event among the multiple events, the playback progress of the problem video is switched from the current frame to a target frame corresponding to the target event.

[0068] Among them, the selection operation refers to the trigger operation of selecting any event in the problematic video, and the selection operation includes the user's gesture operation (such as clicking, long pressing, double clicking, etc.), voice control operation or expression control operation, etc. on any event. The present disclosure does not limit the specific form of the selection operation. Playback progress refers to the current playback time point or position during the playback of the video, usually expressed in time format (such as seconds). The target frame refers to the video frame corresponding to the target event in the problematic video.

[0069] Continue to refer Figure 5 , taking the target event as 404 interface error event as an example, Figure 5 As shown, the time point when the 404 interface error occurs is 00:16 seconds. After receiving the selection operation for the 404 interface error event, the problem handling tool can switch the playback progress of the problem video from the current frame to the 16th second to improve the viewing efficiency of the event.

[0070] In the disclosed embodiment, after receiving a selection operation for a target event among multiple events, the problem handling tool directly positions the playback progress of the problem video from the current frame to the target frame corresponding to the target event, thereby being able to quickly find the corresponding event from the problem video and improving the efficiency of information acquisition.

[0071] In some embodiments, in response to a trigger operation on an associated control, multiple associated videos corresponding to the problem video are displayed, and in response to a trigger operation on a target associated video among the multiple associated videos, the target associated video and the problem summary of the target associated video are displayed on the problem details page.

[0072] An associated control refers to an interface element that can establish associations and interactions with other controls or content through user operations. Specifically, an associated control can be a trigger control for triggering associated videos associated with the problem video, and the associated control can be of any shape. An associated video refers to other videos that have an associated relationship with a specific video. Specifically, an associated video can be a video that has a specific association relationship with the problem video or the user, such as an associated video can be other problem videos of the same user. A target associated video refers to any video in the associated videos corresponding to the problem video.

[0073] like Figure 7 As shown, area 701 in the figure displays associated controls. After the technician clicks the associated controls, the associated videos corresponding to the associated controls, namely, page freeze video A and video B, are displayed in area 702. The technician can switch between page freeze video A and video B to view them. Specifically, when the technician clicks page freeze video A, the page freeze video A and the problem summary of page freeze video A are directly displayed on the problem details page, without jumping to the list page to filter page freeze video A for viewing, thereby improving the analysis efficiency of problem videos.

[0074] In the disclosed embodiment, after receiving a trigger operation for the management control, the problem handling tool displays multiple associated videos corresponding to the problem video, and each associated video corresponding to the problem video supports switching for viewing. Specifically, after receiving a trigger operation for a target associated video among multiple associated videos, the problem handling tool directly displays the target associated video and the problem summary of the target associated video on the problem details page, without having to jump to the list page to filter the associated videos of the problem video for viewing, thereby improving the analysis efficiency of the problem video.

[0075] In order to enrich the associated attributes between the problem video and multiple associated videos, in an optional implementation, the associated attributes between the problem video and multiple associated videos include at least one of the following: question, page, user, user group.

[0076] Among them, an attribute refers to a feature, characteristic or state possessed by an object. An associated attribute refers to a connection or dependency relationship between two or more attributes. A question refers to a difficult problem or question that arises in a specific situation and needs to be answered or solved. Exemplarily, if the associated attribute of a problem video and multiple associated videos is a question, then the associated video is a problem video with the same problem as the problem video. A page refers to a content area displayed on a website, platform or application. Exemplarily, if the associated attribute of a problem video and multiple associated videos is a page, then the associated video can be a problem video that belongs to the same page as the problem video.

[0077] A user refers to a person who uses a certain product, service or system, such as a user of a target platform. For example, if the associated attribute between a problem video and multiple associated videos is user, then the associated video may be a problem video belonging to the same user as the problem video. A user group refers to a group of users with common characteristics or needs. For example, if the associated attribute between a problem video and multiple associated videos is user group, then the associated video may be a problem video in a user group that belongs to the same problem type as the problem involved in the problem video.

[0078] In the disclosed embodiment, the association attributes between the problem video and multiple related videos include at least one of the problem, page, user, and user group, which can reflect the association attributes between the problem video and multiple related videos from multiple dimensions, enriching the association attributes between the problem video and multiple related videos.

[0079] In the disclosed embodiment, the association attributes between the problem video and multiple related videos can be analyzed from multiple dimensions, including questions, pages, users, and user groups, etc. Through these dimensions, the relationship between the problem video and the related videos can be more comprehensively displayed, which helps to understand the problem video and further improve the efficiency of problem handling.

[0080] Figure 8 This is a schematic diagram of the structure of a problem handling device provided by an embodiment of the present disclosure. The device can be implemented by software and / or hardware and can generally be integrated into an electronic device. Figure 8 As shown, including:

[0081] The acquisition module 801 is used to acquire a problem video corresponding to the problem feedback operation, wherein the problem video is obtained by recording the interface of the target platform before the problem feedback operation using a recording analysis tool;

[0082] An analysis module 802 is used to analyze the problematic video using a video analysis model in the recording analysis tool to obtain a problem summary;

[0083] The first display module 803 is used to display the question video and the question summary on the question details page.

[0084] In an optional implementation manner, the acquisition module 801 includes:

[0085] A first acquisition submodule is used to acquire the screen recording address transmitted by the recording analysis tool after the problem feedback operation;

[0086] The second acquisition submodule is used to acquire the problematic video based on the screen recording address.

[0087] In an optional implementation, the device further includes:

[0088] A search module, configured to search based on the problem video and the problem summary to obtain at least one associated problem group corresponding to the problem video;

[0089] The second display module is used to display at least one group entrance of the at least one related question group on the question details page.

[0090] In an optional implementation, the device further includes:

[0091] A control module is used to control the current user to enter the target problem group corresponding to the target group entrance and display the group conversation page of the target problem group in response to a trigger operation on a target group entrance in the at least one group entrance, wherein the group conversation page of the target problem group includes historical solutions to related problems.

[0092] In an optional implementation, the device further includes:

[0093] The third display module is used to display multiple events of the problem video according to the problem type on the problem details page.

[0094] In an optional implementation, the third display module includes:

[0095] A grouping submodule, used for grouping the multiple events according to the problem type to obtain multiple event groups;

[0096] The display submodule is used to display at least one event of a target event group corresponding to the event group display operation among the multiple event groups and a corresponding target question type in response to the event group display operation.

[0097] In an optional implementation, the device further includes:

[0098] The switching module is used to switch the playback progress of the problematic video from the current frame to the target frame corresponding to the target event in response to the selection operation of the target event among the multiple events.

[0099] In an optional implementation, the device further includes:

[0100] A fourth display module, configured to display a plurality of associated videos corresponding to the problem video in response to a triggering operation on an associated control;

[0101] The fifth display module is used to display the target associated video and the problem summary of the target associated video on the problem details page in response to a triggering operation on a target associated video among the multiple associated videos.

[0102] In an optional implementation, the associated attributes between the problem video and the multiple associated videos include at least one of the following: question, page, user, user group.

[0103] The problem handling device provided in the embodiments of the present disclosure can execute the problem handling method provided in any embodiment of the present disclosure, and has the corresponding functional modules and beneficial effects of the execution method.

[0104] The embodiments of the present disclosure also provide a computer program product, including a computer program / instruction, which implements the problem handling method provided by any embodiment of the present disclosure when executed by a processor.

[0105] Fig. 9 A schematic diagram of the structure of an electronic device provided in an embodiment of the present disclosure.

[0106] The following specific reference Fig. 9 , which shows a schematic diagram of the structure of an electronic device 900 suitable for implementing the embodiment of the present disclosure. The electronic device 900 in the embodiment of the present disclosure may include, but is not limited to, mobile terminals such as mobile phones, notebook computers, digital broadcast receivers, PDAs (personal digital assistants), PADs (tablet computers), PMPs (portable multimedia players), vehicle-mounted terminals (such as vehicle-mounted navigation terminals), etc., and fixed terminals such as digital TVs, desktop computers, etc. Fig. 9 The electronic device shown is only an example and should not bring any limitation to the functions and scope of use of the embodiments of the present disclosure.

[0107] like Fig. 9 As shown, the electronic device 900 may include a processing device (e.g., a central processing unit, a graphics processing unit, etc.) 901, which can perform various appropriate actions and processes according to a program stored in a read-only memory (ROM) 902 or a program loaded from a storage device 908 into a random access memory (RAM) 903. In the RAM 903, various programs and data required for the operation of the electronic device 900 are also stored. The processing device 901, the ROM 902, and the RAM 903 are connected to each other via a bus 904. An input / output (I / O) interface 905 is also connected to the bus 904.

[0108] Typically, the following devices may be connected to the I / O interface 905: an input device 906 including, for example, a touch screen, a touch pad, a keyboard, a mouse, a camera, a microphone, an accelerometer, a gyroscope, etc.; an output device 907 including, for example, a liquid crystal display (LCD), a speaker, a vibrator, etc.; a storage device 908 including, for example, a magnetic tape, a hard disk, etc.; and a communication device 909. The communication device 909 may allow the electronic device 900 to communicate with other devices wirelessly or by wire to exchange data. Although Fig. 9 The electronic device 900 is shown with various devices, but it should be understood that it is not required to implement or possess all the devices shown. More or fewer devices may be implemented or possessed instead.

[0109] In particular, according to an embodiment of the present disclosure, the process described above with reference to the flowchart can be implemented as a computer software program. For example, an embodiment of the present disclosure includes a computer program product, which includes a computer program carried on a non-transitory computer-readable medium, and the computer program contains program code for executing the method shown in the flowchart. In such an embodiment, the computer program can be downloaded and installed from a network through a communication device 909, or installed from a storage device 908, or installed from a ROM 902. When the computer program is executed by the processing device 901, the above-mentioned functions defined in the problem handling method of the embodiment of the present disclosure are executed.

[0110] It should be noted that the computer-readable medium disclosed above may be a computer-readable signal medium or a computer-readable storage medium or any combination of the above two. The computer-readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device or device, or any combination of the above. More specific examples of computer-readable storage media may include, but are not limited to: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the above. In the present disclosure, a computer-readable storage medium may be any tangible medium containing or storing a program that may be used by or in combination with an instruction execution system, device or device. In the present disclosure, a computer-readable signal medium may include a data signal propagated in a baseband or as part of a carrier wave, in which a computer-readable program code is carried. This propagated data signal may take a variety of forms, including but not limited to an electromagnetic signal, an optical signal, or any suitable combination of the above. The computer readable signal medium may also be any computer readable medium other than a computer readable storage medium, which may send, propagate or transmit a program for use by or in conjunction with an instruction execution system, apparatus or device. The program code contained on the computer readable medium may be transmitted using any suitable medium, including but not limited to: wires, optical cables, RF (radio frequency), etc., or any suitable combination of the above.

[0111] In some embodiments, the client and the server may communicate using any currently known or future developed network protocol such as HTTP (HyperText Transfer Protocol), and may be interconnected with any form or medium of digital data communication (e.g., a communication network). Examples of communication networks include a local area network ("LAN"), a wide area network ("WAN"), an internet (e.g., the Internet), and a peer-to-peer network (e.g., an ad hoc peer-to-peer network), as well as any currently known or future developed network.

[0112] The computer-readable medium may be included in the electronic device, or may exist independently without being incorporated into the electronic device.

[0113] The above-mentioned computer-readable medium carries one or more programs. When the above-mentioned one or more programs are executed by the electronic device, the electronic device: obtains a problem video corresponding to the problem feedback operation, wherein the problem video is obtained by recording the interface of the target platform before the problem feedback operation through a recording and analysis tool; uses the video analysis model in the recording and analysis tool to analyze the problem video to obtain a problem summary; and displays the problem video and the problem summary on the problem details page.

[0114] Computer program code for performing the operations of the present disclosure may be written in one or more programming languages ​​or a combination thereof, including, but not limited to, object-oriented programming languages, such as Java, Smalltalk, C++, and conventional procedural programming languages, such as "C" or similar programming languages. The program code may be executed entirely on the user's computer, partially on the user's computer, as a separate software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In cases involving a remote computer, the remote computer may be connected to the user's computer through any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computer (e.g., through the Internet using an Internet service provider).

[0115] The flow chart and block diagram in the accompanying drawings illustrate the possible architecture, function and operation of the system, method and computer program product according to various embodiments of the present disclosure. In this regard, each square box in the flow chart or block diagram can represent a module, a program segment or a part of a code, and the module, the program segment or a part of the code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some implementations as replacements, the functions marked in the square box can also occur in a sequence different from that marked in the accompanying drawings. For example, two square boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each square box in the block diagram and / or flow chart, and the combination of the square boxes in the block diagram and / or flow chart can be implemented with a dedicated hardware-based system that performs a specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.

[0116] The units involved in the embodiments described in the present disclosure may be implemented by software or hardware, wherein the name of a unit does not, in some cases, limit the unit itself.

[0117] The functions described above herein may be performed at least in part by one or more hardware logic components. For example, without limitation, exemplary types of hardware logic components that may be used include: field programmable gate arrays (FPGAs), application specific integrated circuits (ASICs), application specific standard products (ASSPs), systems on chips (SOCs), complex programmable logic devices (CPLDs), and the like.

[0118] In the context of the present disclosure, a machine-readable medium may be a tangible medium that may contain or store a program for use by or in conjunction with an instruction execution system, device, or equipment. A machine-readable medium may be a machine-readable signal medium or a machine-readable storage medium. A machine-readable medium may include, but is not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, device, or equipment, or any suitable combination of the foregoing. A more specific example of a machine-readable storage medium may include an electrical connection based on one or more lines, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.

[0119] It is understandable that before using the technical solutions disclosed in the embodiments of the present disclosure, the types, scope of use, usage scenarios, etc. of the information involved in the present disclosure should be informed to the user and the user's authorization should be obtained in an appropriate manner in accordance with relevant laws and regulations.

[0120] The above description is only a preferred embodiment of the present disclosure and an explanation of the technical principles used. Those skilled in the art should understand that the scope of disclosure involved in the present disclosure is not limited to the technical solutions formed by a specific combination of the above technical features, but should also cover other technical solutions formed by any combination of the above technical features or their equivalent features without departing from the above disclosed concept. For example, the above features are replaced with the technical features with similar functions disclosed in the present disclosure (but not limited to) by each other to form a technical solution.

[0121] In addition, although each operation is described in a specific order, this should not be understood as requiring these operations to be performed in the specific order shown or in a sequential order. Under certain circumstances, multitasking and parallel processing may be advantageous. Similarly, although some specific implementation details are included in the above discussion, these should not be interpreted as limiting the scope of the present disclosure. Some features described in the context of a separate embodiment can also be implemented in a single embodiment in combination. On the contrary, the various features described in the context of a single embodiment can also be implemented in multiple embodiments individually or in any suitable sub-combination mode.

[0122] Although the subject matter has been described in language specific to structural features and / or methodological logical actions, it should be understood that the subject matter defined in the appended claims is not necessarily limited to the specific features or actions described above. On the contrary, the specific features and actions described above are merely example forms of implementing the claims.

Claims

1. A problem solving method, characterized in that: include: Obtaining a problem video corresponding to the problem feedback operation, wherein the problem video is obtained by recording the interface of the target platform before the problem feedback operation using a recording analysis tool; Analyze the problematic video using the video analysis model in the recording analysis tool to obtain a problem summary; The question video and the question summary are displayed on the question details page.

2. The method according to claim 1, characterized in that The problem video corresponding to the problem feedback operation includes: Obtaining the screen recording address transmitted by the recording analysis tool after the problem feedback operation; The problematic video is obtained based on the screen recording address.

3. The method according to claim 1, characterized in that After analyzing the problematic video using the video analysis model in the recording analysis tool to obtain a problem summary, the method further includes: Searching based on the problem video and the problem summary to obtain at least one associated problem group corresponding to the problem video; At least one group entrance of the at least one related question group is displayed on the question details page.

4. The method according to claim 3, characterized in that The method further comprises: In response to a triggering operation on a target group entrance among the at least one group entrance, the current user is controlled to enter the target problem group corresponding to the target group entrance and a group conversation page of the target problem group is displayed, wherein the group conversation page of the target problem group includes historical solutions to associated problems.

5. The method according to claim 1, characterized in that The method further comprises: On the problem details page, multiple events of the problem video are displayed according to the problem type.

6. The method according to claim 5, characterized in that On the problem details page, multiple events of the problem video are displayed according to the problem type, including: Grouping the multiple events according to problem types to obtain multiple event groups; In response to an event group display operation, at least one event of a target event group corresponding to the event group display operation among the multiple event groups and a corresponding target question type are displayed.

7. The method according to claim 5, characterized in that The method further comprises: In response to a selection operation of a target event among the multiple events, the playback progress of the problematic video is switched from a current frame to a target frame corresponding to the target event.

8. The method according to claim 1, characterized in that: The method further comprises: In response to a triggering operation on an associated control, displaying a plurality of associated videos corresponding to the problematic video; In response to a triggering operation on a target associated video among the multiple associated videos, the target associated video and a problem summary of the target associated video are displayed on the problem details page.

9. The method according to claim 8, characterized in that The associated attributes between the question video and the multiple associated videos include at least one of the following: question, page, user, and user group.

10. A problem handling device, characterized in that: include: An acquisition module, used to acquire a problem video corresponding to the problem feedback operation, wherein the problem video is obtained by recording the interface of the target platform before the problem feedback operation using a recording analysis tool; An analysis module, used to analyze the problematic video using the video analysis model in the recording analysis tool to obtain a problem summary; The first display module is used to display the question video and the question summary on the question details page.

11. An electronic device, characterized in that: The electronic device comprises: processor; a memory for storing instructions executable by the processor; The processor is used to read the executable instructions from the memory and execute the instructions to implement the problem handling method described in any one of claims 1-9 above.

12. A computer-readable storage medium, characterized in that: The storage medium stores a computer program, and the computer program is used to execute the problem handling method described in any one of claims 1 to 9.

Images