Communication method, electronic device and computer program product

Abstract

The invention provides a communication method, electronic equipment and a computer program product, and the communication method comprises the steps: firstly, responding to a received session initiation request, displaying a client session interface, before a session message in the client session interface is sent to a service end, the client session interface is kept invisible to the service end, and before the session message in the client session interface is sent to the service end, the client session interface is not visible to the service end; the session message is sent to the service end in response to the received message sending request, the session message is used for triggering the service end to display a service end session interface after being received by the service end, and the session message displayed in the service end session interface is obtained through the session message sent by the client; and the service end is used for replying the session message sent by the client through the session interface of the service end.

Description

Technical Field

[0001] The present disclosure relates to the technical fields such as online communication, and particularly relates to a communication method, an electronic device, and a computer program product. Background Art

[0002] Online consultation is a convenient and fast interaction method. Users can communicate with service personnel or an AI customer service (an intelligent customer service system that uses artificial intelligence technology to provide interactive services for customers) about products or content they are interested in through online consultation, so as to obtain detailed information about the products or content.

[0003] When a user browses a relevant page of product introduction online, it is possible to accidentally touch and open a session window with service personnel, but actually the user has no intention of communicating with the service personnel, which causes the service personnel to be disturbed by the accidentally triggered session window. Summary of the Invention

[0004] The present disclosure provides a communication method, an electronic device, a readable storage medium, and a computer program product.

[0005] A first communication method is proposed in the first aspect of the present disclosure, which is applied to a client and includes: in response to receiving a session initiation request, displaying a client session interface, and before the session message in the client session interface is sent to the service side, the client session interface remains invisible to the service side; and in response to receiving a message sending request, sending the session message to the service side, where the session message is used to trigger the service side to display a service side session interface after being received by the service side, and the session message displayed in the service side session interface is obtained from the session message sent by the client, and the service side is used to reply to the session message sent by the client through the service side session interface.

[0006] According to some embodiments of the present disclosure, object information of a specified object is displayed in the client session interface displayed in response to the session initiation request, and the session message in the client session interface includes the object information.

[0007] According to some embodiments of the present disclosure, the object information of the specified object includes page link information, and the page link information opens a page containing relevant information of the specified object when accessed.

[0008] According to some embodiments of the present disclosure, displaying the client session interface includes: identifying a page displayed by the client to determine a specified object; obtaining object information of the specified object; and displaying a client session interface containing the object information.

[0009] According to some embodiments of the present disclosure, an input box is included in the client session interface, and the input box is used to receive input messages, and the session messages include the input messages.

[0010] According to some embodiments of the present disclosure, after the client session interface is displayed, the method further includes: in response to the input box being operated, displaying a first prompt message, where the first prompt message is used to indicate that the input message in the input box is invisible to the service end before being sent to the service end.

[0011] According to some embodiments of the present disclosure, after the client session interface is displayed, the method further includes: in response to the input box being operated, creating a temporary session on the client, where the session information of the temporary session is stored in the temporary data area of the client, and the session information includes a session ID and the session messages, and the temporary data area is invisible to the service end.

[0012] According to some embodiments of the present disclosure, before sending the session messages to the service end, the method further includes: calling an interface of the service end through the session ID to establish a session with the service end; and obtaining the session messages from the temporary data area.

[0013] According to some embodiments of the present disclosure, in response to receiving the message sending request, the following steps are further performed: inputting at least part of the messages in the session messages into a language model for semantic optimization, and using the semantically optimized messages output by the language model as the session messages to be sent to the service end.

[0014] According to some embodiments of the present disclosure, in response to receiving the message sending request, the following steps are further performed: obtaining session-related parameters, and if any of the session-related parameters meets any condition in the cancellation conditions, the action of sending the session messages to the service end is not performed, and the session-related parameters include one or more of a user ID, a device ID of the client, an ID of the service end, a booth ID, and the session messages.

[0015] According to some embodiments of the present disclosure, the cancellation conditions include one or more of the following conditions: the message sending frequency of the user ID or the device ID is higher than a frequency threshold; the user ID is an ID in a specified user list; the device ID is an ID in a specified device list; the input message included in the session messages has nothing to do with a specified object.

[0016] According to some embodiments of the present disclosure, if any of the cancellation conditions is satisfied by the session-related parameters, a second prompt message is further displayed, and the second prompt message is used to indicate that the action of sending the session message to the service end is cancelled.

[0017] According to some embodiments of the present disclosure, the service end that receives the session message is a randomly assigned service end or the service end specified in the session initiation request.

[0018] According to some embodiments of the present disclosure, if the service end that receives the session message is the service end specified in the session initiation request, before displaying the client session interface, the method further includes: obtaining the service processing volume of the service end specified in the session initiation request within a specified time; and if the service processing volume is higher than the processing volume threshold, displaying an operable control, and after the control is operated and confirmed, triggering the action of displaying the client session interface.

[0019] According to some embodiments of the present disclosure, the specified object is a housing unit. A second communication method is proposed in the second aspect of the present disclosure, which is applied to the service end and includes: receiving a session message sent by the client according to the communication method described in any of the above embodiments; and displaying a service end session interface, where the session message displayed in the service end session interface is obtained from the session message sent by the client.

[0020] An electronic device is proposed in the third aspect of the present disclosure, including: a memory that stores execution instructions; and a processor that executes the execution instructions stored in the memory, so that the processor executes the first communication method described in any of the above embodiments or the second communication method described in any of the above embodiments.

[0021] A readable storage medium is proposed in the fourth aspect of the present disclosure, where a computer program is stored in the readable storage medium, and when the computer program is executed by a processor, it is used to implement the method described in any of the above embodiments.

[0022] A computer program product is proposed in the fifth aspect of the present disclosure, where the computer program product includes a computer program, and when the computer program is executed by a processor, it is used to implement the method described in any of the above embodiments. BRIEF DESCRIPTION OF THE DRAWINGS

[0023] The drawings illustrate exemplary embodiments of the present disclosure and are used in conjunction with the description to explain the principles of the present disclosure. These drawings are included to provide a further understanding of the present disclosure and are included in this specification and form a part of this specification.

[0024] Figure 1The figure shows a schematic diagram of an application scenario of a communication method according to some embodiments of the present disclosure.

[0025] Figures 2 - 6 The figure shows a schematic diagram of the overall process of a communication method M100 according to some embodiments of the present disclosure.

[0026] Figure 7 The figure shows a schematic diagram of the overall process of a communication method M200 in the case of randomly allocating service ends according to some embodiments of the present disclosure.

[0027] Figure 8 The figure shows a schematic diagram of the overall process of a communication method M300 in the case of specifying service ends according to some embodiments of the present disclosure.

[0028] Figure 9 and Figure 10 The figure shows a schematic diagram of the overall process of a communication method M400 according to some embodiments of the present disclosure.

[0029] Figure 11 It is a schematic block diagram of a first communication device according to an embodiment of the present disclosure.

[0030] Figure 12 It is a schematic block diagram of a second communication device according to an embodiment of the present disclosure.

[0031] Figure 13 It is a schematic block diagram of a first electronic device 1000 configured with a first communication device according to an embodiment of the present disclosure.

[0032] Figure 14 It is a schematic block diagram of a second electronic device 2000 configured with a second communication device according to an embodiment of the present disclosure. Detailed implementation manners

[0033] The present disclosure will be further described in detail below in conjunction with the accompanying drawings and embodiments. It can be understood that the specific implementation manners described herein are only used to explain the relevant content and do not limit the present disclosure. Additionally, it should be noted that for the sake of convenience of description, only parts related to the present disclosure are shown in the drawings.

[0034] It should be noted that, without conflict, the embodiments in the present disclosure and the features in the embodiments can be combined with each other. The technical solutions of the present disclosure will be described in detail below with reference to the accompanying drawings and embodiments.

[0035] Unless otherwise specified, the illustrated exemplary embodiments are to be understood as providing exemplary features of various details of some ways in which the technical concept of the present disclosure can be implemented in practice. Thus, unless otherwise specified, the features of the various embodiments can be additionally combined, separated, interchanged, and / or rearranged without departing from the technical concept of the present disclosure.

[0036] The terms used herein are for the purpose of describing particular embodiments and are not limiting. As used herein, unless the context clearly indicates otherwise, the singular forms "a", "an", and "the" are also intended to include the plural forms. In addition, when the terms "comprise" and / or "include" and their variants are used in this specification, it is stated that there are the stated features, integers, steps, operations, components, assemblies, and / or groups thereof, but it does not exclude the presence or addition of one or more other features, integers, steps, operations, components, assemblies, and / or groups thereof. It should also be noted that, as used herein, the terms "substantially", "about", and other similar terms are used as approximate terms and not as degree terms, so that they are used to explain the inherent deviations of measured values, calculated values, and / or provided values that would be recognized by those of ordinary skill in the art.

[0037] When a user browses product introductions on the web page or mobile APP side, the user can click on a specific button or image (such as an avatar) on the page to establish an instant conversation window with the service staff and conduct an instant conversation through the conversation window. When the user swipes the page or performs some operations, the user may accidentally touch the above-mentioned specific button or image, thus opening the instant conversation window. At this time, a corresponding prompt will also occur on the business side operated by the service staff. For example, an instant conversation window will also pop up on the business side. However, since the user touches it accidentally, the user will not send any messages, but will ignore the conversation window or close the window immediately. This will result in unnecessary data interaction, increase the bandwidth occupancy of invalid data, and reduce the processing efficiency of valid data and valid conversations on the business side.

[0038] For this reason, the present disclosure proposes a communication method.

[0039] Figure 1 A schematic diagram of an application scenario of the communication method according to some embodiments of the present disclosure is shown. In this application scenario, a client 10 and a business side 20 may be included.

[0040] The client 10 is capable of communicating with the business side 20 so as to perform data sending and receiving or instruction sending and receiving. In the present disclosure, both the client 10 and the business side 20 each include at least one processor and at least one memory.

[0041] Exemplarily, the client 10 can be a terminal device held by a user, and the service end 20 can be a terminal device held by a service staff. The client 10 is capable of initiating instant messaging (IM) to the service end 20, so as to conduct online consultations with the service staff of the service end 20 regarding the products browsed on the page or regarding some services. The service staff can reply to the messages sent by the user in the instant messaging window displayed on the service end 20.

[0042] In Figure 1 the shapes and structures of the client 10 and the service end 20 shown should not be construed as limiting the scope of protection of the present disclosure. In the present disclosure, the "terminal device" can be different types of electronic devices. For example, the terminal device can be a mobile phone, a tablet computer, a laptop computer, a desktop computer, a self-service machine, or the like.

[0043] The client 10 and the service end 20 can also respectively include their own servers. The server of the client 10 can be integrated into the client 10 or exist independently as a separate system; the server of the service end 20 can be integrated into the service end 20 or exist independently as a separate system. The server of the client 10 is used to store the business data of the client 10, such as information related to products. The server of the service end 20 is used to store the business logic information of the service end 20, such as the logic for processing the messages sent by the client 10. Additionally, the server can be a server with a physical form or a cloud server, and the present disclosure does not limit the type of the server.

[0044] Figure 2 shows a schematic diagram of the overall process of the communication method M100 according to some embodiments of the present disclosure. As Figure 2 shown, the communication method M100 is applied to the client and includes step S110 and step S130. Among them, the communication method M100 can be executed by electronic devices such as mobile phones and tablet computers.

[0045] S110, in response to receiving a session initiation request, display a client session interface. Among them, before the session messages in the client session interface are sent to the service end, the client session interface remains invisible to the service end.

[0046] The user can open a web page or an APP on the client (such as a mobile phone) to browse product introductions. On the product introduction page, there can be buttons or images representing the customer service. When the user clicks the consultation button to request to initiate a session with the customer service, the client receives the session initiation request, and then generates and displays a client session interface on the display screen of the client. The client session interface is a session interface displayed on the client.

[0047] At this point, the client does not need to send any data to the business end, nor does it need to interact with the business end. The user can enter the questions they want to ask in the client session interface. The input content can be text, voice or other formats, or composite content containing multiple formats (such as text and images). The input content is regarded as a message and is part of the session message.

[0048] After the user has completed the input of the question to be consulted, he can initiate a message sending request by clicking the Send button. Before the user initiates the message sending request, the user's operation of clicking the Consultation button and entering the message content is limited to the local client and will not cause data interaction with the business end. Therefore, the user's operation of clicking the Consultation button and entering the message content is imperceptible to the business end. S130, in response to receiving the message sending request, sending the session message to the service end. The session message is used to trigger the service end to display the service end session interface after being received by the service end. The session message displayed in the service end session interface is obtained through the session message sent by the client. The service end is used to reply to the session message sent by the client through the service end session interface.

[0049] When the client receives the message sending request formed by the user clicking the send button, the message content entered by the user in the client conversation interface is sent to the business end. The client is the consulting party, and the business end is the consulted party. When the business end receives the conversation message sent by the user, a business end conversation interface will be formed and displayed on the business end display screen. The conversation message sent by the user can be directly displayed on the business end conversation interface. At this point, the business end has become aware of the client's consultation.

[0050] The moment when the client receives the session initiation request can be used as the starting moment of the consultation process on the client. The moment when the business end receives the session message sent by the client can be used as the starting moment of the consultation process on the business end. After the session message received by the business end is displayed in the business end session interface, the customer service staff can respond to the questions raised by the user by operating the business end. It is understandable that the business end can automatically process and reply to the received client messages through intelligent AI. The reply content (business end message) to the client message will be displayed in the business end session interface. The customer service staff can view the message interaction through the business end session interface, and can manually respond by operating the business end instead of the intelligent AI.

[0051] According to the communication method proposed by the embodiments of the present disclosure, when the user opens the client session interface and during the process of the user inputting the question to be consulted into the client session interface through operating the client, these actions are imperceptible to the service end. The advantage of this method is that if the user accidentally touches a button or other operations when browsing the page and opens the client session interface, the user may immediately close the client session interface or the client session interface may remain open due to not looking at the screen when it is accidentally touched. However, when the client session interface is opened, the service end will not immediately pop up the session interface either. Instead, when the user truly inputs and sends a message, the service end will then display the service end session interface, avoiding the service end being disturbed by the user's accidental touch and improving the message processing efficiency of the service end. If an intelligent AI is responsible for replying to the user's message, it can reduce the number of invalid sessions that the intelligent AI needs to process, save the system resources and computing power of the service end and use them for the sessions that truly need to be processed, and can also improve the message processing efficiency of the service end.

[0052] Exemplarily, in step S110, the object information of a specified object may be displayed in the client session interface displayed in response to the session initiation request. The session message in the client session interface may include the object information.

[0053] The specified object may be an entity product, a virtual product, a certain service, or other types of objects that the user expects to consult. Taking real estate consultation as an example, the specified object may be a housing unit. The user opens the APP on the client, clicks on the image of housing unit F1 and enters the page Y1 that displays the introduction information of housing unit F1. When the user clicks on the consultation button displayed on page Y1, in the client session interface displayed in response to the click event on the consultation button (session initiation request), the object information of the housing unit can be directly displayed.

[0054] The object information may be a housing unit information card K1 or a housing unit business card. The information card K1 may display information such as the location, price, number of rooms, and area of the housing unit. The content of the information card K1 can be part of the session message and be sent to the service end when the session message is sent to the service end later, so that the information card K1 is displayed on the service end display interface.

[0055] The object information of the specified object may include page link information. The page link information opens a page containing the relevant information of the specified object when accessed. That is to say, the above information card K1 may contain the address of the housing unit details page. If the information card K1 is clicked, the page will jump to the housing unit details page according to the address, which can facilitate the service end to know which housing unit the user's session message is directed to.

[0056] Figure 3The overall flowchart of the communication method M100 according to other embodiments of the present disclosure is shown. Refer to Figure 3 In step S110, the steps of displaying the client session interface may include the following steps S111, S112, and S113.

[0057] S111, identify the page displayed on the client to determine the specified object. S112, obtain the object information of the specified object.

[0058] S113, display the client session interface containing the object information.

[0059] When the user clicks the consultation button on page Y1 to initiate a session request, the client can automatically identify the page displayed at the moment when the session initiation request is received, thereby identifying page Y1. Then, the specified object is determined as the housing unit F1 through page Y1, the data of the information card K1 of the housing unit F1 is obtained, and at the same time, the client session interface and the information card K1 are displayed.

[0060] The client may be configured with a server S1 (server), and the information card data of different housing units may be stored in the server S1. The client can obtain the data of the information card K1 through the server S1. It can be understood that a blank client session interface may be displayed first, and then page Y1 is identified, the housing unit F1 is determined, and the data of the information card K1 of the housing unit F1 is obtained from the server S1 and displayed on the client session interface.

[0061] The session message may only contain the object information, that is, only the data of the information card K1 of the housing unit F1. At this time, the user can click the send button to send the data of the information card K1 to the service end.

[0062] Exemplarily, an input box may be included in the client session interface. The input box is used to receive input messages. The session message may include the input message.

[0063] The input box may be displayed within the display area of the information card. After the client session interface containing the information card is displayed, the user can enter the information text to be consulted (i.e., the above input message) in the input box. After the input is completed, when the send button is clicked, the client will send the data of the information card K1 and the text of the input message to the service end as the session message.

[0064] Figure 4 The overall flowchart of the communication method M100 according to other embodiments of the present disclosure is shown. Refer to Figure 4 After displaying the client session interface (step S110), the communication method M100 may further include step S120.

[0065] S120. In response to the input box being operated, display a first prompt message. The first prompt message is used to indicate that the input message in the input box is invisible to the service side before being sent to the service side.

[0066] When the user operates the input box, the first prompt message can be displayed on the screen of the client. The display duration of the first prompt message can be a specified duration, such as 3 seconds or other durations with numerical values. The first prompt message can be a text message, and the content can be "Your message is hidden from the broker before sending. Please feel free to consult" or other forms of text or images.

[0067] It can be understood that the operation on the input box that can trigger the display of the first prompt message can be an operation that changes the input box from an unselected state to a selected state, or an operation where the single input duration of the input box exceeds the duration threshold, or other operations. These operations can be pre-configured, and when these operations are implemented, the first prompt message is immediately displayed.

[0068] By providing a prompt when the user operates the input box, some real-time prompts and guidance can be provided during the process of the user inputting a message. Through the first prompt message, it is informed to the user that the input message being edited and not yet sent will not be seen by the service side, avoiding the situation where the user does not want to send the message after inputting it, but is worried that the input message will be synchronously sent to the service side in real time during the input process and be seen by the service side, thus enhancing the user experience.

[0069] In addition, the client can also automatically generate some possible questions or suggestions based on the user's input content to help the user express their needs more accurately. Such optimization measures can enable the user to use the consultation function more reassuringly, improving the user's satisfaction and trust in the party being consulted (the service side).

[0070] Continue to refer to Figure 4 , after displaying the client session interface (step S110), the communication method M100 can also perform the following steps: In response to the input box being operated, create a temporary session on the client. The session information of the temporary session is stored in the temporary data area of the client. The session information includes the session ID and the session message, and the temporary data area is invisible to the service side. It can be understood that, as Figure 4 shown, this step can be part of the content of step S120. That is to say, in response to the input box being operated, in addition to starting to execute the step of displaying the first prompt message, the step of creating a temporary session is also started. The temporary data area can be located in the server S1 or on the client side locally.

[0071] Correspondingly, as Figure 4As shown, in step S130, before sending the session message to the service end, the communication method M100 may perform the following steps S132 and S133.

[0072] S132, call the interface of the service end through the session ID to establish a session with the service end.

[0073] S133, obtain the session message from the temporary data area.

[0074] The session message is sent to the service end through step S135.

[0075] When the user starts entering text in the input box, the APP can automatically create a temporary session locally on the client side and generate a session ID for the temporary session. At the data storage level, the unsent session messages, including the session ID, the messages entered in the input box, and object information, etc., are stored in a temporary and user-only visible temporary data area, which cannot be accessed by the service end.

[0076] When the user clicks the send button, the client calls the corresponding interface of the service end through the session ID. At this time, the formal transmission process of the session message is triggered, that is, the action of obtaining the stored session message from the local temporary data area is triggered, so as to extract the session message. After security verification and format conversion, it is sent to the service end for display.

[0077] By adopting multi-level data isolation and permission control technologies on the client side, the session is hidden from the service end before the user confirms the content to be sent.

[0078] Continue to refer to Figure 4 , in response to receiving the message sending request, the communication method M100 may also perform the following step S134.

[0079] S134, input at least part of the messages in the session message into the language model for semantic optimization, and use the message with optimized semantics output by the language model as the session message to be sent to the service end.

[0080] The language model can be stored in the server S1, and the client can perform semantic optimization through the server S1. After obtaining the messages entered in the input box and object information from the data area through step S132, the message content in the input box can be used as the input of the pre-trained language model. The language model optimizes and corrects the semantics of the message to avoid ambiguity or difficulty in understanding of the messages entered by the user. The message content output by the language model is clearer in semantics than the input message content. Replacing the original message in the session message to be sent with the message output by the language model is convenient for the customer service staff to correctly understand the user's question and give an appropriate reply.

[0081] The language model can also add specific text to the head or tail of the message input in the input box. For example, phrases such as "Online to help you answer" are added. Such modifications can not only enable the business side to clearly know that this is a user's consultation message, but also give users a sense of positive and friendly response, and can eliminate the concern of users being harassed after consultation.

[0082] It can be understood that if the session message obtained from the data area includes information card data, only the input message of the input box included in the session message is input into the language model for semantic optimization. If there is no information card displayed in the client session interface and there is no information card data stored in the data area, and only the input information of the input box is stored, all session messages are input into the language model for semantic optimization.

[0083] Figure 5 The overall flowchart of the communication method M100 according to some other embodiments of the present disclosure is shown. Refer to Figure 5 In response to receiving a message sending request, the communication method M100 may further perform the following step S131.

[0084] S131, obtain session-related parameters. Among them, if any of the cancellation conditions is met for the session-related parameters, the action of sending the session message to the business side is not performed. The session-related parameters may include one or more of the user ID, the device ID of the client, the ID of the business side, the booth ID, and the session message. The cancellation conditions may include one or more of the following conditions: the message sending frequency of the user ID or the device ID is higher than the frequency threshold; the user ID is the ID in the specified user list; the device ID is the ID in the specified device list; the input message included in the session message has nothing to do with the specified object.

[0085] Setting the judgment logic of the cancellation conditions can protect the business side from message attacks and harassment, and can screen out some invalid messages that have nothing to do with the consultation matters, improving the message processing efficiency of customer service personnel or AI customer service.

[0086] For example, when a user frequently clicks the send button to launch a message attack on the service side, the client will frequently receive message sending requests. Then, the client first uses the session-related parameters of the client to judge the cancellation conditions. If the user ID or the device ID clicks twice consecutively within a very short period of time, the second click can be recognized as a message attack, and the session message will not actually be sent to the service side. Another example is that some user IDs or device IDs that have been added to the blacklist due to launching message attacks or other reasons. The session messages initiated by these user accounts or devices will not actually be sent to the service side. Another example is that if the message edited by the user in the input box only contains punctuation marks or the content has nothing to do with the real estate industry, the large model can be used to judge whether the input message has nothing to do with the housing source. If it is irrelevant, the message will not actually be sent to the service side.

[0087] Continuing to refer to Figure 5 , the communication method M100 can also perform the following step S136.

[0088] S136, if the session-related parameters meet any of the cancellation conditions, a second prompt message is also displayed. Among them, the second prompt message is used to indicate that the action of sending the session message to the service side is cancelled.

[0089] The second prompt message can be "Please do not click send frequently", "Sorry, the customer service staff is busy, please try again later" or other expressions. By displaying the second prompt message, it can be informed to the user that the message edited in the client session interface has not been sent to the service side. If the user frequently accidentally touches the send button during the consultation process and the client recognizes this behavior as an attack behavior and does not send the message, the second prompt message can inform the user of this fact, which is convenient for the user to continue message editing subsequently.

[0090] Exemplarily, the service side that receives the session message can be a randomly assigned service side or the service side specified in the session initiation request.

[0091] When the user clicks the consultation button on the page of the enterprise official website, there can be only one consultation button. After clicking the consultation button, the system can automatically randomly assign a service side for the customer to conduct business consultation.

[0092] When the user clicks the consultation button on the page Y1 that displays the introduction information of the housing source F1, different consultation buttons can correspond to different service sides. Clicking the consultation button is also equivalent to specifying that the service side corresponding to the consultation button will be used for session consultation. In this case, there will be an information profile of the customer service staff near the consultation button, informing the user who they will conduct session consultation with when clicking the consultation button.

[0093] Figure 6The overall flowchart of the communication method M100 according to some other embodiments of the present disclosure is shown. Refer to Figure 6 , if the service end that receives the session message is the service end specified in the session initiation request, before displaying the client session interface (step S110), the communication method M100 may further perform the following steps S101 and S102.

[0094] S101, obtain the service processing volume of the service end specified in the session initiation request within a specified time.

[0095] S102, if the service processing volume is higher than the processing volume threshold, display an operable control. Wherein, after the control is operated and confirmed, the action of displaying the client session interface is triggered.

[0096] The service processing volume may be the number of message replies, customer consultation satisfaction, or other types of indicators of the service end within a statistical period. The statistical period may be a natural day or other periods. If the number of message replies of a certain customer service staff within a natural day is higher than the preset processing volume threshold, it indicates that the work efficiency of this customer service staff is relatively high and the average output per unit time is relatively large. Then, when a user clicks the consultation button to initiate communication with this customer service staff, by displaying the control, the user can be made to confirm again whether to initiate the consultation, avoiding the user accidentally touching the consultation button and disturbing this customer service staff, so that the work efficiency of this customer service staff can be prevented from decreasing. If the number of message replies of a certain customer service staff within a natural day is higher than the preset processing volume threshold, the action of directly triggering the display of the client session interface may be performed.

[0097] The operable control may be a dialog box or a prompt box configured with a confirmation button. If the confirmation button is clicked, it indicates that the user needs to initiate a consultation, and then the client session interface starts to be displayed. If the cancel button is clicked, it indicates that the user does not need to initiate a consultation, and then the client session interface will not be displayed.

[0098] The methods of steps S101 and S102 can be applicable to consultation situations where the above-mentioned unaware mechanism is not applied. For example, in some consultation methods, when a user clicks the consultation button adjacent to the customer service staff information on the enterprise official website page, the client of the user will display the client session interface, and at the same time, the service end of this customer service staff will also display the service end session interface. If the user accidentally touches it, it will disturb this customer service staff. Through steps S101 and S102, it can be achieved that in the case where the session interfaces are synchronously displayed on the service end and the client, the service end will not be disturbed due to accidentally touching the consultation button.

[0099] It is understandable that whether the operable controls will be displayed on different business terminals can be configured through the system. The operator can enable and disable the function of displaying the above-mentioned operable controls on each business terminal through configuration. After enabling this function, whenever a client initiates a session request for this business terminal, an operable control will pop up for confirmation. After disabling this function, no operable control will pop up for confirmation. Thus, a protection mechanism and refined management for different business terminals are realized.

[0100] In addition, for the functional test of the session between the client and the business terminal, if the test is directly carried out through the real business terminal, the tester will initiate a session request to the business terminal, and the business terminal cannot know whether the requester is a tester or an actual user, which will interfere with the business terminal.

[0101] Therefore, a test module can be set up in the system. The test module can be enabled and disabled through the operation of the tester. The test module is a virtual business terminal and is configured with a virtual customer service staff account. After enabling the test module, session tests can be carried out through the virtual business terminal, and the message content can be sent to the virtual business terminal, so as to check whether functions such as the successful sending of session messages are normal, and it can avoid disturbing the real business terminal and improve the test efficiency.

[0102] Figure 7 The overall flow diagram of the communication method M200 in the case of randomly allocating business terminals according to some embodiments of the present disclosure is shown. Figure 7 The detailed description is for a clearer understanding of the technical solution of the present disclosure and should not be considered as a limitation of the protection scope of the present disclosure. In the implementation process of the technical idea of the present disclosure, certain steps may be omitted, or other alternative methods may be adopted. The communication method M200 includes the following steps S201 to step S210.

[0103] S201, in response to receiving a session initiation request, identify the page displayed on the client and determine the specified object.

[0104] S202, obtain the object information of the specified object and display a client session interface containing the object information. Among them, before the session message in the client session interface is sent to the business terminal, the client session interface remains invisible to the business terminal. The client session interface contains an input box for receiving input messages.

[0105] S203, in response to the operation of the input box, display a first prompt message and create a temporary session on the client. The session message includes the input message. The first prompt message is used to indicate that the input message in the input box is invisible to the business terminal before being sent to the business terminal.

[0106] S204, in response to receiving a message sending request, obtain session-related parameters.

[0107] S205, determine whether the session-related parameters meet any of the cancellation conditions. If yes, execute step S206; otherwise, execute step S207.

[0108] S206, do not perform the action of sending the session message to the service end and display a second prompt message. The second prompt message is used to indicate that the action of sending the session message to the service end is cancelled.

[0109] S207, call the interface of the service end through the session ID to establish a session with the service end.

[0110] S208, obtain the session message from the temporary data area, input the session message into the language model for semantic optimization, and send the session message output by the language model to the service end.

[0111] Figure 8 The overall flow diagram of the communication method M300 in the case of specifying the service end in some embodiments of the present disclosure is shown. Figure 8 The detailed description is for a clearer understanding of the technical solution of the present disclosure and should not be considered as a limitation of the protection scope of the present disclosure. In the implementation process of the technical idea of the present disclosure, certain steps may be omitted, or other alternative methods may be adopted. The communication method M300 includes the following steps S301 to step S311.

[0112] S301, in response to receiving a session initiation request, obtain the service processing volume of the service end specified in the session initiation request within a specified time.

[0113] S302, determine whether the service processing volume is higher than the processing volume threshold. If yes, execute step S303; otherwise, execute step S304.

[0114] S303, end.

[0115] S304, identify the page displayed on the client to determine the specified object.

[0116] S305, obtain the object information of the specified object and display a client session interface containing the object information. Among them, before the session message in the client session interface is sent to the service end, the client session interface remains invisible to the service end. The client session interface contains an input box for receiving input messages.

[0117] S306. In response to the input box being operated, display a first prompt message and create a temporary session on the client side. The session message includes the input message. The first prompt message is used to indicate that the input message in the input box is invisible to the service side before being sent to the service side.

[0118] S307. In response to receiving a message sending request, obtain session-related parameters.

[0119] S308. Determine whether the session-related parameters meet any of the cancellation conditions. If so, execute step S309; otherwise, execute step S310.

[0120] S309. Do not perform the action of sending the session message to the service side and display a second prompt message. The second prompt message is used to indicate that the action of sending the session message to the service side is cancelled.

[0121] S310. Call the interface of the service side through the session ID to establish a session with the service side.

[0122] S311. Obtain the session message from the temporary data area, input the session message into the language model for semantic optimization, and send the session message output by the language model to the service side.

[0123] Figure 9 The overall flowchart of the communication method M400 according to some embodiments of the present disclosure is shown. As Figure 9 The communication method M400 shown is applied to the service side and includes step S410 and step S430. Among them, the communication method M400 can be executed by electronic devices such as mobile phones and tablet computers.

[0124] S410. Receive the session message sent by the client according to the communication method M100. Among them, the communication method M100 at least includes the following steps: in response to receiving a session initiation request, display the client session interface; and in response to receiving a message sending request, send the session message to the service side.

[0125] Among them, before the session message in the client session interface is sent to the service side, the client session interface remains invisible to the service side. The session message is used to trigger the service side to display the service side session interface after being received by the service side. The session message displayed in the service side session interface is obtained from the session message sent by the client. The service side is used to reply to the session message sent by the client through the service side session interface.

[0126] S430. Display the service side session interface. Among them, the session message displayed in the service side session interface is obtained from the session message sent by the client.

[0127] After receiving the session message sent by the client, the service end can directly generate and display the service end session interface, and the information card K1 data of the housing source F1 sent by the client and the user's question in text form are displayed in the service end session interface.

[0128] It can be understood that the semantic optimization steps (corresponding to step S134 in method M100) and the steps of shielding message attacks (corresponding to steps S131 and S132 in method M100) that can be optionally implemented in the communication method M100 can be implemented not on the client side but on the service end.

[0129] Figure 10 The overall process schematic diagram of the communication method M400 according to some other embodiments of the present disclosure is shown. Refer to Figure 10 , before displaying the service end session interface (step S430), the service end can first execute the following step S421.

[0130] S421, obtain the session-related parameters included in the session message sent by the client. Among them, the session-related parameters may include one or more of the user ID, the device ID of the client, the ID of the service end, the booth ID, and the session message.

[0131] S422, if any of the session-related parameters meets any of the cancellation conditions, do not perform the action of displaying the service end session interface. The cancellation conditions may include one or more of the following conditions: the message sending frequency of the user ID or the device ID is higher than the frequency threshold; the user ID is the ID in the specified user list; the device ID is the ID in the specified device list; the input message included in the session message has nothing to do with the specified object.

[0132] After the user clicks the send button in the client session interface, the session message can be directly sent to the service end, and the service end determines whether the session message belongs to a message attack. The judgment steps are described in steps S131 and S132 of the communication method M100. If the service end determines that the session message sent by the client is identified as a message attack, the message is not displayed, and at this time, the customer service staff is unaware of the message. If the service end determines that the session message sent by the client is a normal message, the message is normally displayed, and the customer service staff can see the message.

[0133] If any of the session-related parameters meets any of the cancellation conditions, step S422 may further include the following content: generate a third prompt message and feedback the third prompt message to the client. Among them, the third prompt message is used to indicate that the action of displaying the session message on the service end is cancelled.

[0134] Continue to refer to Figure 10, before displaying the business - side session interface (step S430), the business side can first perform the following step S423.

[0135] S423, input the received session message into the language model for semantic optimization, and use the message with optimized semantics output by the language model as the session message to be displayed on the business - side session interface.

[0136] After the client obtains the message and object information input in the input box from the data area, it can directly send the message content in the input box to the business side without inputting it into the language model. After the business side receives the session message and determines that the session message sent by the client is not a message attack, the business side can input the session message into the language model for semantic optimization. The method and function of semantic optimization are described in step S134 of communication method M100.

[0137] It can be understood that the business side can be configured with a server S2, the language model can be stored in the server S2, and the business side performs semantic optimization of the session message through the server S2. The optimized message will be displayed on the business - side session interface.

[0138] Based on any of the above - described embodiments of the communication method M100 applied to the client, the present disclosure also provides a first communication device. Figure 11 It is a structural schematic block diagram of the first communication device according to an embodiment of the present disclosure.

[0139] As Figure 11 shown, the first communication device includes: a client session display module 1002 and a client message transceiver module 1004.

[0140] The client session display module 1002 is used to display the client session interface in response to receiving a session initiation request. Among them, before the session message in the client session interface is sent to the business side, the client session interface remains invisible to the business side.

[0141] The client message transceiver module 1004 is used to send the session message to the business side in response to receiving a message sending request. Among them, the session message is used to trigger the business side to display the business - side session interface after being received by the business side. The session message displayed on the business - side session interface is obtained from the session message sent by the client. The business side is used to reply to the session message sent by the client through the business - side session interface.

[0142] The above - mentioned each module can be implemented by a computer program module. The implementation processes of the functions and roles of each module in the above - mentioned device are specifically detailed in the implementation processes of the corresponding steps in the above - mentioned communication method M100, and will not be elaborated here.

[0143] Based on any implementation of the communication method M400 applied to the service side, the present disclosure also provides a second communication device. Figure 12 It is a structural schematic diagram of a second communication device according to an implementation of the present disclosure.

[0144] As Figure 12 shown, the second communication device includes: a service-side message sending and receiving module 2002 and a service-side session display module 2004.

[0145] The service-side message sending and receiving module 2002 is used to receive session messages sent by the client. Among them, the client realizes the sending of session messages according to the following steps: in response to receiving a session initiation request, display the client session interface; and in response to receiving a message sending request, send the session message to the service side. Before the session message in the client session interface is sent to the service side, the client session interface remains invisible to the service side. The session message is used to trigger the service side to display the service-side session interface after being received by the service side. The session message displayed in the service-side session interface is obtained from the session message sent by the client. The service side is used to reply to the session message sent by the client through the service-side session interface.

[0146] The service-side session display module 2004 is used to display the service-side session interface. Among them, the session message displayed in the service-side session interface is obtained from the session message sent by the client.

[0147] Each of the above modules can be implemented by a computer program module. The implementation processes of the functions and roles of each module in the above device are specifically detailed in the implementation processes of the corresponding steps in the above communication method M400, and will not be elaborated here.

[0148] Based on any implementation of the communication method M100 applied to the client, the present disclosure also provides a first electronic device. The first electronic device can execute the communication method M100 applied to the client according to any implementation described above in the present disclosure. The first communication device according to any implementation described above can be configured on the first electronic device.

[0149] Figure 13 It is a structural schematic diagram of a first electronic device 1000 configured with a first communication device according to an implementation of the present disclosure.

[0150] The hardware structure of the first electronic device 1000 can be implemented using a bus architecture. The bus architecture can include any number of interconnecting buses and bridges, depending on the specific application of the hardware and overall design constraints. The bus 1100 connects various circuits including one or more processors 1200, a memory 1300, and / or hardware modules together. The bus 1100 can also connect various other circuits 1400 such as peripherals, voltage regulators, power management circuits, external antennas, etc.

[0151] Based on any implementation of the communication method M400 applied to the service side described above, the present disclosure also provides a second electronic device. The second electronic device can execute the communication method M400 applied to the service side of any implementation described above in the present disclosure, and a second communication device of any implementation described above can be configured on the second electronic device.

[0152] Figure 14 It is a structural schematic diagram of a second electronic device 2000 configured with a second communication device according to an implementation of the present disclosure.

[0153] The hardware structure of the first electronic device 1000 can be implemented using a bus architecture. The bus architecture can include any number of interconnecting buses and bridges, depending on the specific application of the hardware and overall design constraints. The bus 1100 connects various circuits including one or more processors 1200, a memory 1300, and / or hardware modules together. The bus 1100 can also connect various other circuits 1400 such as peripherals, voltage regulators, power management circuits, external antennas, etc.

[0154] The following description of the bus can be either a description of the bus 1100 or a description of the bus 2100. The following description of the processor can be either a description of the processor 1200 or a description of the processor 2200. The following description of the memory can be either a description of the memory 1300 or a description of the memory 2300.

[0155] The bus can be an Industry Standard Architecture (ISA) bus, a Peripheral Component Interconnect (PCI) bus, an Extended Industry Standard Component (EISA) bus, etc. The bus can be divided into an address bus, a data bus, a control bus, etc. For ease of representation, only one connection line is shown in this figure, but it does not mean that there is only one bus or one type of bus.

[0156] Among them, the processor can be a Central Processing Unit (CPU). The processor can also be other general-purpose processors, Digital Signal Processors (DSPs), Application Specific Integrated Circuits (ASICs), Field-Programmable Gate Arrays (FPGAs), or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc., or a combination of the above types of chips.

[0157] The memory can be a non-transitory computer-readable storage medium and can be used to store non-transitory software programs, non-transitory computer-executable programs, and modules, such as the program instructions of the computer program in the embodiments of the present disclosure. The processor realizes the communication method by running the non-transitory software programs, instructions, and modules stored in the memory.

[0158] The memory can include a program storage area and a data storage area. Among them, the program storage area can store an operating system and application programs required for at least one function; the data storage area can store data created by the processor, such as the structural data, model data, sample data, and stiffness evaluation results of a bridge. In addition, the memory can include high-speed random access memory and can also include non-transitory memory, such as at least one disk storage device, a flash memory device, or other non-transitory solid-state storage devices. In some embodiments, the memory optionally includes a memory remotely set relative to the processor, and these remote memories can be connected to the processor through a network. Examples of the above networks include, but are not limited to, the Internet, an enterprise intranet, a local area network, a mobile communication network, and combinations thereof.

[0159] The present disclosure also provides a communication method, including a client communication method (communication method M100) and a service-side communication method (communication method M400).

[0160] The present disclosure also provides a communication system, including a client and a service side. The client can be the above-mentioned first electronic device, and the service side can be the above-mentioned second electronic device.

[0161] The present disclosure also provides a readable storage medium storing a computer program which, when executed by a processor, is used to implement the above-mentioned method. The "readable storage medium" can be any device that can contain, store, communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. More specific examples of the readable storage medium include the following: an electrical connection part (electronic device) having one or more wirings, a portable computer disk cartridge (magnetic device), a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber device, and a portable read-only memory (CDROM), etc.

[0162] The present disclosure also provides a computer program product. The method of the present disclosure can be implemented in whole or in part by software, hardware, firmware, or any combination thereof. When implemented using software, it can be implemented in whole or in part in the form of a computer program product. The computer program product includes one or more computer programs or instructions. When the computer program or instructions are loaded and executed, the processes or functions of the present disclosure are executed in whole or in part. The computer can be a general-purpose computer, a special-purpose computer, a computer network, a network device, a user device, a core network device, an OAM, or other programmable devices.

[0163] The computer program or instructions can be stored in a readable storage medium, or transmitted from one readable storage medium to another. For example, the computer program or instructions can be transmitted from one website, computer, server, or data center to another website, computer, server, or data center in a wired or wireless manner. The readable storage medium can be any available medium that can be accessed, or a data storage device such as a server or data center integrating one or more available media. The available medium can be a magnetic medium, such as a floppy disk, a hard disk, or a magnetic tape; it can also be an optical medium, such as a digital video disc; or it can be a semiconductor medium, such as a solid-state drive. The computer-readable storage medium can be a volatile or non-volatile storage medium, or can include both volatile and non-volatile types of storage media.

[0164] Those skilled in the art should understand that the embodiments of the present disclosure can be provided as a method, a system, or a computer program product. Therefore, the present disclosure can take the form of a complete hardware embodiment, a complete software embodiment, or an embodiment combining software and hardware aspects. Moreover, the present disclosure can take the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to disk memories, CD-ROMs, optical memories, etc.) containing computer-usable program code.

[0165] This disclosure is described with reference to the flowcharts and / or block diagrams of methods, apparatuses (systems), and computer program products according to the disclosure. It should be understood that each flow and / or block in the flowchart and / or block diagram, and the combination of flows and / or blocks in the flowchart and / or block diagram, can be implemented by computer program instructions. These computer program instructions can be provided to the processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing devices to generate a machine, such that the instructions executed by the processor of the computer or other programmable data processing devices produce a means for implementing the functions specified in the Figure 1 one or more flows and / or blocks Figure 1 one or more blocks.

[0166] These computer program instructions can also be stored in a computer-readable memory that can direct a computer or other programmable data processing device to work in a specific manner, such that the instructions stored in the computer-readable memory produce a manufactured article including an instruction means that implements the functions specified in the Figure 1 one or more flows and / or blocks Figure 1 one or more blocks.

[0167] These computer program instructions can also be loaded onto a computer or other programmable data processing device, such that a series of operation steps are executed on the computer or other programmable device to generate a computer-implemented process, and thus the instructions executed on the computer or other programmable device provide steps for implementing the functions specified in the Figure 1 one or more flows and / or blocks Figure 1 one or more blocks.

[0168] In the description of this specification, the description with reference to terms such as "one embodiment / way", "some embodiments / ways", "example", "specific example", or "some examples" means that the specific features, structures, or characteristics described in connection with the embodiment / way or example are included in at least one embodiment / way or example of this disclosure. In this specification, the schematic representations of the above terms do not necessarily refer to the same embodiment / way or example. Moreover, the specific features, structures, or characteristics described can be combined in a suitable manner in any one or more embodiments / ways or examples. In addition, without contradiction, those skilled in the art can combine and combine the different embodiments / ways or examples described in this specification and the features of different embodiments / ways or examples.

[0169] In addition, the terms "first" and "second" are for descriptive purposes only and should not be construed as indicating or implying relative importance or implicitly specifying the quantity of the indicated technical features. Thus, features defined with "first" and "second" may explicitly or implicitly include at least one such feature. In the description of the present disclosure, "a plurality of" means at least two, such as two, three, etc., unless otherwise specifically defined.

[0170] Those skilled in the art should understand that the above embodiments are only for clearly illustrating the present disclosure and are not intended to limit the scope of the present disclosure. For those skilled in the art, other changes or modifications can be made based on the above disclosure, and these changes or modifications are still within the scope of the present disclosure.

[0171] It can be understood that before using the technical solutions disclosed in the embodiments of the present disclosure, the types, usage scopes, usage scenarios, etc. of the personal 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.

[0172] For example, when receiving the user's active request, a prompt message is sent to the user to clearly prompt the user that the operation requested by the user will require obtaining and using the user's personal information. Thus, the user can autonomously choose whether to provide personal information to software or hardware such as an electronic device, an application program, a server, or a storage medium that executes the technical solution of the present disclosure according to the prompt message.

[0173] As an optional but non-limiting implementation manner, when receiving the user's active request, the manner of sending the prompt message to the user can be, for example, in the form of a pop-up window, and the prompt message can be presented in text in the pop-up window. In addition, the pop-up window can also carry a selection control for the user to choose "agree" or "disagree" to provide personal information to the electronic device.

[0174] It can be understood that the above process of notifying and obtaining the user's authorization is only illustrative and does not limit the implementation manner of the present disclosure. Other manners that meet relevant laws and regulations can also be applied to the implementation manner of the present disclosure.

[0175] Meanwhile, it can be understood that the data involved in the technical solution of the present disclosure (including but not limited to the data itself, the acquisition or use of the data) should comply with the requirements of corresponding laws, regulations and related provisions.

Claims

1. A communication method, applied to a client, characterized in that: include: In response to receiving the session initiation request, displaying a client session interface, wherein the client session interface remains invisible to the service end before a session message in the client session interface is sent to the service end; as well as In response to receiving a message sending request, the session message is sent to the business end. After being received by the business end, the session message is used to trigger the business end to display a business end session interface. The session message displayed in the business end session interface is obtained through the session message sent by the client. The business end is used to reply to the session message sent by the client through the business end session interface.

2. The communication method according to claim 1, characterized in that: The client session interface displayed in response to the session initiation request displays object information of a specified object, and the session message in the client session interface includes the object information.

3. The communication method according to claim 2, characterized in that: The object information of the specified object includes page link information, and the page link information opens a page including relevant information of the specified object when accessed.

4. The communication method according to claim 2 or 3, characterized in that: Display the client session interface, including: Identify the page displayed by the client and determine the specified object; Obtaining object information of the specified object; and The client session interface including the object information is displayed.

5. The communication method according to claim 1, characterized in that: The client conversation interface includes an input box, the input box is used to receive an input message, and the conversation message includes the input message.

6. The communication method according to claim 5, characterized in that: After displaying the client session interface, the method further includes: In response to the input box being operated, first prompt information is displayed, where the first prompt information is used to indicate that the input message in the input box is not visible to the service end before being sent to the service end.

7. The communication method according to claim 5 or 6, characterized in that: After displaying the client session interface, the method further includes: In response to the input box being operated, a temporary session is created on the client, and session information of the temporary session is stored in a temporary data area of ​​the client, the session information includes a session ID and the session message, and the temporary data area is invisible to the service end.

8. A communication method, applied to a service end, characterized in that: include: Receiving a session message sent by a client according to any one of the communication methods of claims 1 to 7; as well as The service end session interface is displayed, and the session message displayed in the service end session interface is obtained through the session message sent by the client.

9. An electronic device, characterized in that: include: A memory storing execution instructions; as well as A processor, wherein the processor executes the execution instructions stored in the memory so that the processor executes the method of any one of claims 1 to 7 or claim 8.

10. A computer program product, characterized in that The computer program product comprises a computer program, and when the computer program is executed by a processor, the computer program is used to implement the method according to any one of claims 1 to 8.

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