Information authentication method and device, computing equipment, storage medium and program product

Abstract

The embodiment of the invention provides an information authentication method and device, computing equipment, a storage medium and a program product. After a user side sends an authentication request to a server side, the server side feeds back an information collection page containing information collection prompt information and first customer service prompt information, and the user side sends a customer service application to the server side according to a triggering operation of the first customer service prompt information. And the server side feeds back a customer service session page containing the intelligent message interaction control and the manual message interaction control. A user side can initiate an inquiry request according to inquiry information triggered by any intelligent or manual interaction control, and a server side interacts with a manual customer service side through an artificial intelligence module, determines a corresponding response message and feeds back the response message to the user side so as to assist a user in determining input information corresponding to information collection prompt information. And the server side executes authentication operation based on the input information fed back by the user side. According to the technical scheme provided by the embodiment of the invention, the information submission efficiency and accuracy of the authentication process can be improved.

Description

TECHNICAL FIELD

[0001] Embodiments of the present application relate to the technical field of computer, and particularly, to an information authentication method and device, a computing device, a storage medium and a program product. BACKGROUND

[0002] With the development of computer technology, the services that can be provided by an application are increasingly rich. In the process of providing services, the application may need a user to fill in relevant information, and only when the relevant information is authenticated, will the application provide the user with relevant services. For example, an e-commerce platform needs to authenticate the ownership of a user before providing the user with a house rental service. At this time, the user needs to upload ownership proof materials, and only when the e-commerce platform approves the ownership proof materials uploaded by the user, will the e-commerce platform provide the user with the house rental service.

[0003] Currently, in order to assist the user to fill in the relevant information more accurately and efficiently, the information collection page is usually provided with a text form to simply introduce the information filling requirements. However, the text introduction is usually abstruse and difficult to understand, which greatly affects the information submission efficiency and accuracy in the authentication process. SUMMARY

[0004] Embodiments of the present application provide an information authentication method and device, a computing device, a storage medium and a program product, to solve the problems of low information submission efficiency and poor accuracy in the authentication process in the prior art.

[0005] An information authentication method is provided in the embodiments of the present application, and is applied to a server. The method comprises:

[0006] In response to an authentication request sent by a user terminal, an information collection page is sent to the user terminal, so that the user terminal displays the information collection page. The information collection page comprises information collection prompt information and first customer service prompt information. The information collection prompt information comprises at least one information collection item.

[0007] A customer service application sent by the user terminal is received. The customer service application is generated in response to a trigger operation of the first customer service prompt information.

[0008] A customer service session page is sent to the user terminal, so that the user terminal displays the customer service session page. The customer service session page comprises an intelligent message interaction control and a manual message interaction control.

[0009] An inquiry request sent by the user terminal is received. The inquiry request is generated in response to first inquiry information triggered by the intelligent message interaction control, or is generated in response to second inquiry information triggered by the manual message interaction control.

[0010] In a case where the inquiry request comprises the first inquiry information, the first response information corresponding to the first inquiry information is identified by using an artificial intelligence module;

[0011] In a case where the inquiry request comprises the second inquiry information, the second inquiry information is sent to an artificial customer service end, and second response information of the artificial customer service end for the second inquiry information is acquired;

[0012] The first response information or the second response information is sent to the user end, so that the user end displays the first response information or the second response information in a customer service session page, and the first response information or the second response information is used to assist in determining input information of at least one information collection item;

[0013] In response to input information of the at least one information collection item sent by a user, an authentication operation corresponding to the authentication request is performed.

[0014] Embodiments of the present application provide an information authentication method, applied to a user end, and the method comprises:

[0015] An information collection page sent by a service end is received, and the information collection page is displayed; the information collection page is generated in response to an authentication request, the information collection page comprises information collection prompt information and first customer service prompt information; the information collection prompt information comprises at least one information collection item;

[0016] In response to a triggering operation for the first customer service prompt information, the customer service application is sent to the service end;

[0017] A customer service session page fed back by the service end in response to the customer service application is received, the customer service session page comprises an intelligent message interaction control and an artificial message interaction control;

[0018] The customer service session page is displayed;

[0019] In response to first inquiry information triggered for the intelligent message interaction control, or second inquiry information triggered for the artificial message interaction control, an inquiry request is sent to the service end, so that, in a case where the inquiry request comprises the first inquiry information, the first response information corresponding to the first inquiry information is identified by using an artificial intelligence module; and in a case where the inquiry request comprises the second inquiry information, the second inquiry information is sent to an artificial customer service end, and second response information of the artificial customer service end for the second inquiry information is acquired;

[0020] receive the first response information or the second response information sent by the server, the first response information or the second response information being used to assist in determining input information of at least one information collection item;

[0021] display the first response information or the second response information in a customer service session page;

[0022] obtain input information of the at least one information collection item, and send the input information to the server, so that the server performs an authentication operation corresponding to the authentication request.

[0023] An information authentication apparatus is provided in the embodiments of the present application, and is configured on a server. The apparatus comprises:

[0024] a first sending module, configured to send an information collection page to a user terminal in response to an authentication request sent by the user terminal, so that the user terminal displays the information collection page; the information collection page comprises information collection prompt information and first customer service prompt information; the information collection prompt information comprises at least one information collection item;

[0025] a first receiving module, configured to receive a customer service application sent by the user terminal, the customer service application being generated in response to a trigger operation of the first customer service prompt information;

[0026] the first sending module is further configured to send a customer service session page to the user terminal, so that the user terminal displays the customer service session page; the customer service session page comprises an intelligent message interaction control and a manual message interaction control;

[0027] the first receiving module is further configured to receive an inquiry request sent by the user terminal, the inquiry request being generated in response to first inquiry information triggered by the intelligent message interaction control, or being generated in response to second inquiry information triggered by the manual message interaction control;

[0028] a first response module, configured to, in a case where the inquiry request comprises the first inquiry information, identify first response information corresponding to the first inquiry information by using an artificial intelligence module;

[0029] a second response module, configured to, in a case where the inquiry request comprises the second inquiry information, send the second inquiry information to a manual customer service terminal, and obtain second response information of the manual customer service terminal in response to the second inquiry information;

[0030] The first sending module is further configured to send the first response information or the second response information to the user terminal, so that the user terminal displays the first response information or the second response information in a customer service session page, and the first response information or the second response information is used to assist in determining input information of at least one information collection item.

[0031] The authentication module is configured to perform an authentication operation corresponding to the authentication request in response to input information of the at least one information collection item sent by the user.

[0032] An information authentication device is provided in the embodiments of the present application, and the device is configured in a user terminal and includes the following components.

[0033] The second receiving module is configured to receive an information collection page sent by a server, the information collection page is generated in response to an authentication request, the information collection page includes information collection prompt information and first customer service prompt information, and the information collection prompt information includes at least one information collection item.

[0034] The display module is configured to display the information collection page.

[0035] The second sending module is configured to send the customer service application to the server in response to a triggering operation on the first customer service prompt information.

[0036] The second receiving module is further configured to receive a customer service session page fed back by the server in response to the customer service application, the customer service session page includes an intelligent message interaction control and a manual message interaction control.

[0037] The display module is configured to display the customer service session page.

[0038] The second sending module is further configured to send an inquiry request to the server in response to first inquiry information triggered by the intelligent message interaction control or second inquiry information triggered by the manual message interaction control, so that the server uses an artificial intelligence module to identify first response information corresponding to the first inquiry information when the inquiry request includes the first inquiry information, and sends the second inquiry information to a manual customer service terminal and acquires second response information of the manual customer service terminal to the second inquiry information when the inquiry request includes the second inquiry information.

[0039] The second receiving module is further configured to receive the first response information or the second response information sent by the server, and the first response information or the second response information is used to assist in determining input information of at least one information collection item.

[0040] The display module is further configured to display the first response information or the second response information in a customer service session page.

[0041] The information input module is configured to acquire input information corresponding to the at least one information collection item.

[0042] The second sending module is further configured to send the input information to the server, so that the server performs an authentication operation corresponding to the authentication request.

[0043] The embodiment of the present application further provides a computing device, comprising a processing component and a storage component; the storage component stores a computer program; the computer program is used to be called and executed by the processing component, so as to realize the information authentication method.

[0044] The embodiment of the present application further provides a computer readable storage medium, which stores a computer program; the computer program is executed by a processing component, so as to realize the information authentication method.

[0045] The embodiment of the present application further provides a computer program product, comprising a computer program or instructions; the computer program or instructions are executed by a processing component, so as to realize the information authentication method.

[0046] After the user end of the embodiment of the present application sends an authentication request to the server, the server feeds back an information collection page containing information collection prompt information and first customer service prompt information, the user end sends a customer service application to the server in response to a trigger operation of the first customer service prompt information, and the server feeds back a customer service session page containing an intelligent message interaction control and a manual message interaction control. The user end can initiate an inquiry request in response to inquiry information triggered by any one of the intelligent or manual interaction controls, the server determines corresponding response messages through an artificial intelligence module or interacts with a manual customer service end, and feeds back the response messages to the user end, so as to assist the user in determining input information corresponding to the information collection prompt information, and the server will execute an authentication operation based on the input information fed back by the user end. The information collection page of the embodiment not only contains information collection prompt information corresponding to at least one information collection item, but also contains first customer service prompt information, so that a customer service application can be triggered in an information page, so that the user can trigger a customer service application in time when encountering doubts in the process of filling in the information collection items, and the customer service can answer the doubts for the user, thereby improving the efficiency and accuracy of the user in submitting output information for each information collection item. In addition, the customer service session page provided for the user in the embodiment simultaneously contains an intelligent message interaction control and a manual message interaction control, the user can trigger corresponding message interaction controls to feed back problems according to needs, the flexibility and diversity of interaction with the customer service are improved, the user can more efficiently and accurately determine input content, and thus the information submission efficiency and accuracy of the authentication process are improved.

[0047] These aspects or other aspects of the present application are more fully set forth in the following description of the embodiments. BRIEF DESCRIPTION OF DRAWINGS

[0048] The accompanying drawings, which are included to provide a further understanding of the application and are incorporated in and constitute a part of this application, illustrate embodiments of the application and together with the description serve to explain the application. In the drawings:

[0049] Figure 1 A system architecture diagram for information authentication provided by an exemplary embodiment of the present application is shown;

[0050] Figure 2 A flow chart of one embodiment of the information authentication method provided by the present application is shown;

[0051] Figures 3a-3c A schematic diagram of an information collection page provided by the present application is shown;

[0052] Figures 4a-4c A schematic diagram of a customer service conversation page provided by the present application is shown;

[0053] Figure 5 A schematic diagram of a right ownership authentication page provided by the present application is shown;

[0054] Figure 6 A schematic diagram of another information collection page provided by the present application is shown;

[0055] Figure 7 A schematic diagram of a content selection page provided by the present application is shown;

[0056] Figure 8 A flow chart of another embodiment of the information authentication method provided by the present application is shown;

[0057] Figure 9 A signaling diagram of an information authentication method provided by one application scenario of an exemplary embodiment of the present application is shown;

[0058] Figure 10 A structural schematic diagram of one embodiment of the information authentication apparatus provided by the present application is shown;

[0059] Figure 11 A structural schematic diagram of another embodiment of the information authentication apparatus provided by the present application is shown;

[0060] Figure 12 A structural schematic diagram of a computing device for information authentication provided by the present application is shown. DETAILED DESCRIPTION

[0061] In order to make the purposes, technical solutions and advantages of the present application clearer, the technical solutions of the present application will be described clearly and completely below in combination with specific embodiments of the present application and corresponding drawings. Obviously, the described embodiments are only some of the embodiments of the present application, not all the embodiments. Based on the embodiments in the present application, all other embodiments obtained by those of ordinary skill in the art without creative labor fall within the scope of protection of the present application.

[0062] It should be noted that the technical solutions of the embodiments of the present application are applicable to a network virtual environment, and the described users generally refer to "virtual users". Real users can register user accounts in the service end by registration to obtain user identities in the network environment. The same user account can be logged into the service end through different types of user terminals, so that the service end can identify the same user.

[0063] The interaction operation between the service end and the user can be realized based on the user account, and the corresponding data received or sent by the service end to the user is also realized based on the user account. In fact, the corresponding data is received or sent by the user terminal corresponding to the user account to the service end. In addition, communication and the like can also be realized between users through user accounts. Among them, the user can refer to an individual, or an institution such as an enterprise, and the present application does not make specific limitations thereto.

[0064] It should be noted that in the case where the embodiments of the present application involve user information, the user information (including but not limited to user equipment information, user personal information, etc.) and data (including but not limited to data for analysis, stored data, displayed data, etc.) involved in the embodiments of the present application are all information and data authorized by the user or fully authorized by all parties, and the collection, use and processing of related data need to comply with relevant laws, regulations and standards of relevant countries and regions, and provide corresponding operation portal for user to select authorization or refusal. In addition, the various models (including but not limited to language models or large models) involved in the present application comply with relevant legal and standard regulations.

[0065] In addition, it should be noted that in the case where the embodiments of the present application involve user interaction operations or triggering operations, the user interaction operations or triggering operations involved in the embodiments of the present application include but are not limited to: touch operation, gesture operation, voice operation, head movement operation, eye movement operation and various modes of interaction operation; wherein the touch operation includes but is not limited to: click operation, double-click operation, long-press operation, sliding operation, pinch operation or mouse hovering operation, etc. The sliding operation includes but is not limited to: straight line sliding, curve sliding, etc.

[0066] In combination with the description of the background art, in the process of providing services, the application may need to authenticate the user's right, at which time the server sends the information collection page to the client, the user inputs relevant information according to the information collection items displayed in the information collection page, the server authenticates the user's right according to the user's input information, and only in the case of passing the authentication, the user will be provided with relevant services. For example, before providing housing rental services for users, the e-commerce platform needs to authenticate the user's right to the rental housing, at which time the user needs to upload the right proof materials, and the e-commerce platform will provide housing rental services for the user only after the user's uploaded right proof materials are approved. At present, in order to assist users to fill in relevant information more accurately and efficiently, the information collection page will introduce the information filling requirements in the form of text, but due to the limitation of the number of words, the text introduction is usually the key information summarized from the filling requirements, and the introduction content is not comprehensive, and there are often obscure professional terms in the filling requirements, which is difficult to understand, greatly affecting the information submission efficiency and accuracy of the authentication process.

[0067] In view of the above technical problems, the inventors have proposed a solution after a series of researches, the basic idea of which is that after the user end sends an authentication request to the server, the server will feed back an information collection page containing information collection prompt information and first customer service prompt information, the user end sends a customer service application to the server in response to the triggering operation of the first customer service prompt information, and the server feeds back a customer service session page containing intelligent message interaction control and artificial message interaction control. The user end can initiate an inquiry request in response to the inquiry information triggered by any one of the intelligent or artificial interaction control, the server determines the corresponding response message through an artificial intelligence module or interacts with an artificial customer service end, and feeds back to the user end to assist the user to determine the input information corresponding to the information collection prompt information, and the server will perform an authentication operation based on the input information fed back by the user end. The information collection page of the present embodiment not only contains information collection prompt information corresponding to at least one information collection item, but also contains first customer service prompt information, so that the customer service application can be triggered in the information page, so that the user can trigger the customer service application in time when encountering doubts in the process of filling in the information collection items, and the customer service can answer the doubts for the user, thereby improving the efficiency and accuracy of the user in submitting output information for each information collection item. In addition, the customer service session page provided by the present embodiment simultaneously contains intelligent message interaction control and artificial message interaction control, the user can trigger the corresponding message interaction control to feed back the problem according to the needs, which improves the flexibility and diversity of the interaction with the customer service, helps the user to more efficiently and accurately determine the input content, and thus improves the information submission efficiency and accuracy of the authentication process.

[0068] With reference to the accompanying drawings, the technical solutions in the embodiments of the present application will be described clearly and completely. Obviously, the described embodiments are only part of the embodiments of the present application, rather than all the embodiments of the present application. Based on the embodiments in the present application, all other embodiments obtained by those skilled in the art without creative work fall within the scope of the present application.

[0069] Figure 1 A system architecture diagram to which the technical solution of an embodiment of the present application can be applied is shown, for example, the system can be an e-commerce service system. The system architecture can include a user end 101 and a service end 102. (Or: it can include a service end and multiple user ends; or it can include a service end, a first user end and a second user end, etc.)

[0070] Among them, the user end 101 and the service end 102 can establish a connection through a network. The network provides a communication link medium between the user end 101 and the service end 102. The network can include various connection types, such as wired, wireless, or optical cable, etc. The user end 101 can interact with the service end 102 through the network to receive or send messages, etc.

[0071] Among them, the user end 101 can be a browser, an APP (Application, application), or a web application such as an H5 (HyperText Markup Language 5, HyperText Markup Language version 5) application, or a light application (also known as a small program, a lightweight application), or a cloud application, etc. The user end 101 can be deployed in an electronic device and needs to rely on the device to run or run in some app in the device, etc. The electronic device may, for example, have a display screen and support information browsing, etc., such as a personal mobile terminal such as a mobile phone, a tablet computer, a personal computer, a desktop computer, a smart speaker, a smart watch, etc. For ease of understanding, Figure 1 In the electronic device, various other types of applications can also be configured, such as human-computer dialogue type applications, model training type applications, text processing type applications, web browser applications, shopping type applications, search type applications, instant messaging tools, email clients, social platform software, etc. The electronic device can refer to a device used by a user, having the functions of computing, networking, communication, etc. required by the user, such as a mobile phone, a tablet computer, a personal computer, a wearable device, etc. The electronic device can generally include at least one processing component and at least one storage component. The electronic device can also include a network card chip, an IO (input / output) bus, an audio / video component, etc. basic configuration, which is not limited by the present application. Optionally, according to the implementation form of the electronic device, some peripheral devices can also be included, such as a keyboard, a mouse, an input pen, a printer, etc., which are not limited by the present application.

[0072] The service end 102 can include a server providing various services, such as a service end for processing interaction information sent by the user end.

[0073] It should be noted that the service end 102 can be implemented as a distributed server cluster composed of multiple servers, or as a single server. The server can also be a server of a distributed system, or a server combined with a blockchain. The server can also be a cloud server providing cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communication, middleware services, domain name services, security services, content distribution networks (CDN), and basic cloud computing services such as big data and artificial intelligence platforms, or an intelligent cloud computing server or intelligent cloud host with artificial intelligence technology.

[0074] It should be noted that the information authentication method provided in the embodiments of the present application is generally executed by the user end 101 and the service end 102 together, and it should be understood that Figure 1 The number of user ends and service ends in the above embodiments is only illustrative. According to the implementation needs, there can be any number of user ends and service ends.

[0075] The implementation details of the technical solutions of the embodiments of the present application are described below.

[0076] Figure 2 A flowchart of an embodiment of the information authentication method provided by the present application, the technical solution of the present embodiment can be executed by the service end, as shown in Figure 2 The method can include the following steps:

[0077] S201, in response to the authentication request sent by the user end, sending an information collection page to the user end, so that the user end displays the information collection page.

[0078] The authentication request is a request initiated by the user end when the user corresponding to the user end agrees to the ownership authentication of the service end. Specifically, the service end can need to perform ownership authentication on the user in the process of providing services for the user. At this time, the service end usually sends an ownership authentication prompt information to the user end, which is used to prompt the user to perform an ownership authentication operation. The user end detects that the user has performed a trigger operation in the display page in response to the ownership authentication prompt information, that is, the user end initiates an authentication request to the service end.

[0079] The information collection page can be a page for collecting information required for the right ownership authentication. The information collection page includes information collection prompt information and first customer service prompt information. The information collection prompt information includes at least one information collection item, which is used to prompt the type of information to be input. For example, if the right ownership authentication is for a house to be rented, the information collection item can include, but is not limited to, a house purchase contract image and an ID card image. The first customer service prompt information is used to prompt the entry of a customer service session page, and the customer service provides a service to answer questions. For example, it can be a touch component that enters the customer service session page.

[0080] In the embodiment, if the corresponding information collection page has been generated in advance for various authentication requests, the information collection page corresponding to the authentication request currently received can be directly obtained and sent to the user terminal for display. If the corresponding information collection page has not been generated in advance, the server will first determine the information collection prompt information including at least one information collection item and the first customer service prompt information after receiving the authentication request, then generate the information collection page based on the information collection prompt information and the first customer service prompt information, and send the obtained information collection page to the user terminal for display.

[0081] Specifically, the information collection prompt information can be determined by: combining the authentication requirements (such as authenticating the user's identity or authenticating the ownership of the item) corresponding to the authentication request currently received and the pre-set relationship between the authentication requirements and the information collection items, finding at least one information collection item corresponding to the current authentication request, and taking it as the information collection prompt information. It should be noted that, for different services of right ownership authentication, the corresponding authentication requirements are different, so the determined information collection items are not necessarily the same.

[0082] In an implementation of the method of determining the first customer service prompt information, the first customer service prompt information can be pre-set, and the first customer service prompt information can be directly obtained. In order to improve the diversity of the first customer service prompt information and meet different scene requirements, in another implementation of the method, the first customer service prompt information can be determined according to user information corresponding to the user terminal and / or attribute features of the at least one information collection item, and the first customer service prompt information includes at least one of a customer service identifier, at least one third inquiry information corresponding to the information collection prompt information, and collection item introduction information. The user information can include user historical authentication operation information. The attribute features of the at least one information collection item can represent the difficulty of the user to understand the information collection item. For example, if the name corresponding to the information collection item is a regular word (such as a name) or has no special requirements, the corresponding understanding difficulty is low, and if the name corresponding to the information collection item is a professional term or has special requirements, the corresponding understanding difficulty is high. The customer service identifier can be a text or icon representing customer service. The third inquiry information can be a popular consultation question corresponding to the information collection item. The collection introduction information can include, but is not limited to, information input requirements, matters needing attention, and the like about the information collection item.

[0083] Specifically, when determining the first customer service prompt information according to the user information, it can be determined whether the user initiates the authentication request for the first time in combination with the user historical authentication operation information. If yes, the customer service identifier, the at least one third inquiry information corresponding to the information collection prompt information, and the collection item introduction information can all be selected as the first customer service prompt information. If the user has initiated the authentication request, only the customer service identifier can be selected as the first customer service prompt information. When determining the first customer service prompt information according to the attribute features of the at least one information collection item, it can be determined whether there is an information collection item with a high understanding difficulty in the at least one information collection item. If not, only the customer service identifier can be selected as the first customer service prompt information. If yes, whether the third inquiry information and the collection item introduction information are needed as the first customer service prompt information in addition to the customer service identifier can be further determined according to whether the information collection item with a high understanding difficulty has pre-set third inquiry information and collection item introduction information. The above two methods can be combined to determine the first customer service prompt information according to the user information and the attribute features of the at least one information collection item. For example, when determining the first customer service prompt information according to the user information, it can be determined whether the user initiates the authentication request for the first time in combination with the user historical authentication operation information. If yes, only the customer service identifier can be selected as the first customer service prompt information. If not, the attribute features of the at least one information collection item are further combined for further analysis.

[0084] Optionally, the embodiment can adopt different page templates according to the information contained in the first customer service prompt information, and render the first customer service prompt information in different ways. For example, the customer service icon can be rendered to the information collection page in the form of a floating ball, the third inquiry information can be rendered to the information collection page in the form of adding components in the card, and the collection item introduction information can be rendered to the information collection page in the form of adding text in the card.

[0085] Exemplarily, Figure 3a The information collection page rendered when the first customer service prompt information contains the third inquiry information is shown, at this time, the two third inquiry information "correct certificate example" and "my certificate is questionable" are rendered by adding components in the card 301. Figure 3b The information collection page rendered when the first customer service prompt information contains the collection item introduction information and the customer service icon is shown, at this time, the collection item introduction information (i.e. the text content in the card 302) is rendered by adding text in the card 302, and the customer service icon is rendered by the floating ball 303. Figure 3c The information collection page rendered when the first customer service prompt information contains the third inquiry information and the customer service icon is shown, at this time, the three third inquiry information is rendered by adding components in the card 304, and the customer service icon is rendered by the floating ball 305. It should be noted that, Figures 3a-3c The "right certificate type: housing contract" in the card 306 can be information collection prompt information, and adding photo components and submission components can be contents in the page template.

[0086] S202, receiving the customer service application sent by the user end.

[0087] The customer service application is generated for the triggering operation of the first customer service prompt information, and is used to request interaction with the customer service.

[0088] After the user end of the embodiment displays the information collection page, the user can input information for each information collection item in the information collection page. When the user encounters a question during the information input process, the user can trigger the customer service application by triggering the first customer service prompt information displayed by the information collection page, that is, the user end will send the customer service application to the server after detecting the triggering operation of the first customer service prompt information.

[0089] Optionally, the first customer service prompt information of the embodiment can include one or more of the customer service icon, at least one third inquiry information, and collection item introduction information, and the user can initiate the customer service application by triggering any of the above information. Exemplarily, for Figure 3aThe information collection page shown, the user end detects the click operation for "correct certificate example" or "my certificate has questions", can send customer service application to the server. For Figure 3b The information collection page shown, the user end detects the click operation for "correct certificate example" or "my certificate has questions", can send customer service application to the server. For Figure 3c The information collection page shown, the user end detects the click operation for "correct certificate example" or "my certificate has questions", can send customer service application to the server. For

[0090] S203, send the customer service session page to the user end, so that the user end displays the customer service session page, and the customer service session page includes intelligent message interaction control and artificial message interaction control.

[0091] The customer service session page is a page for user interaction with customer service, and in the customer service session page, the customer service can answer the user's questions. The customer service session page of the embodiment can support artificial customer service and intelligent customer service to answer the user's questions at the same time. That is, the customer service session page of the embodiment includes two parts of message interaction control, namely intelligent message interaction control and artificial message interaction control. The intelligent message interaction control and the artificial message interaction control can be distributed in different regions of the customer service session page, for example, the intelligent message interaction control is located in the upper half region of the customer service session page, and the artificial message interaction control is located in the lower half region of the customer service session page. The intelligent message interaction control is the control required by the user to send a message to the intelligent customer service. For example, it can include but is not limited to at least one selectable inquiry category control and / or specific question control, etc. The artificial message interaction control is the control required by the user to send a message to the artificial customer service. For example, it can include but is not limited to: customer service introduction information, text input control, picture upload control, and information sending control, etc.

[0092] An exemplary, Figure 4aThe customer service session page sent by the service end to the user end, the area in which the dashed box 401 is located is the intelligent message interaction control display area, that is, the message interaction controls contained in this area are all intelligent message interaction controls. The area in which the pull-up box 402 is located is the manual message interaction control display area, that is, the message interaction controls contained in this area are all manual message interaction controls. Optionally, considering that the area of the customer service session page is limited, the manual message interaction control display area of the present embodiment is set in the form of a pull-up box, and after the user end jumps to the customer service session page, the pull-up box is in an expanded state by default. If it is detected that the intelligent message interaction control or the manual message interaction control initiates an inquiry request, the pull-up box will be closed, so as to leave more area to display the interaction content between the user and the customer service. Optionally, the present embodiment can design the manual message interaction control display area in the form of a message board, so that the user sends questions in the form of a message.

[0093] In the present embodiment, the service end will first establish a first session connection with the user end and a second session connection with the manual customer service end in response to the customer service application; the first session connection is used for the user end and the service end to perform session interaction, the second session connection is used for the service end and the manual customer service end to perform session interaction, and the session interaction between the user end and the manual customer service end is realized based on the first session connection and the second session connection interface. After the session connection is established, the service end will send the customer service session page to the user end based on the first session connection, so as to jump from the information collection page to the customer service session page for display.

[0094] It should be noted that the customer service session page in the present embodiment can be pre-generated, in which case it can be directly obtained, or it can be generated in response to the customer service application. This is not limited. Since the control type of the manual message interaction control is relatively fixed, when the manual message interaction control is determined, the corresponding fixed control (such as a text input control, a picture upload control, and an information sending control) can be directly obtained, and the customer introduction information can be adaptively modified according to different manual customer services (such as modifying the name of the manual customer service).

[0095] Since the intelligent message interaction control is the selectable inquiry category control and / or specific question control corresponding to each information collection item in the information collection page, the intelligent message interaction controls corresponding to different authentication requests are quite different. There are many ways to determine the intelligent message interaction control in this embodiment, which are not limited. One of the implementable ways can be that, for different authentication requests, various questions that can occur in the authentication process are summarized, and the summarized various questions are classified according to the inquiry categories to form a question library. At this time, at least one inquiry category can be selected from the questions corresponding to the current authentication request, and the intelligent message interaction control is generated according to the inquiry category control corresponding to each inquiry category; or at least one specific question can be selected, and the intelligent message interaction control is generated according to the specific question control corresponding to each specific question; or at least one inquiry category and at least one specific question corresponding to each inquiry category are selected, and the intelligent message interaction control is generated according to the inquiry category control corresponding to at least one inquiry category and the specific question control corresponding to each specific question.

[0096] In order to make the displayed intelligent message interaction control more in line with the user's needs, thereby better helping the user to solve the doubts, another implementable way to determine the intelligent message interaction control can be that if the customer service application is triggered in the process of filling in any information collection item, the target inquiry category and the plurality of candidate inquiry categories are determined according to the information collection item; at least one fourth inquiry information corresponding to the target inquiry category is obtained; and the intelligent message interaction control is determined according to the target inquiry category, the plurality of candidate inquiry categories, and the at least one fourth inquiry information. Specifically, if the customer service application is triggered in the process of filling in any information collection item, at this time, a plurality of inquiry categories associated with the information collection item can be searched from the question library corresponding to the authentication request, and then one of the plurality of inquiry categories is selected as the target inquiry category, and the rest of the inquiry categories are selected as the candidate inquiry categories. Among them, when selecting the target inquiry category, one of them can be randomly selected as the target inquiry category, or the inquiry category with the highest degree of association with the information collection item can be selected as the target inquiry category, or the inquiry category with the highest degree of association with the information collection item can be selected as the target inquiry category. Then at least one question is selected as the first inquiry information from the specific questions corresponding to the target inquiry category, such as randomly selecting or selecting according to the degree of heat or other strategies. Finally, the controls corresponding to the target inquiry category, the plurality of candidate inquiry categories, and the at least one fourth inquiry information are generated, that is, the determination operation of the intelligent message interaction control is implemented.

[0097] In some embodiments, although the target inquiry information of the present embodiment is determined based on the information collection items currently filled in by the user, there may be cases that do not meet the user's needs, so on the basis of the above-mentioned implementation manners, in order to more intelligently provide customer service for the user, the present embodiment also supports the user to switch to other inquiry categories according to needs to view more related inquiry information. That is, receiving a category selection request sent by the user end, the category selection request being generated for a trigger operation of any candidate inquiry category; updating the target inquiry category, the plurality of candidate inquiry categories, and the at least one fourth inquiry information, and sending the updated target inquiry category, the plurality of candidate inquiry categories, and the at least one fourth inquiry information to the user end, so that the user end updates the intelligent message interaction control in the customer service session page. Specifically, after the user end detects the trigger operation of any candidate inquiry category, it will initiate a category selection request to the server based on the candidate inquiry category triggered by the user, the server receives and responds to the category selection request, takes the candidate question category triggered by the user as the new target inquiry category, the original target inquiry category as the candidate inquiry category, and re-determines the new at least one fourth inquiry information for the new target inquiry category, and then sends the updated target inquiry category, the plurality of candidate inquiry categories, and the at least one fourth inquiry information to the user end. The user end will update the intelligent message interaction control in the customer service session page accordingly.

[0098] S204, receiving an inquiry request sent by the user end.

[0099] Among them, the inquiry request is generated for the first inquiry information triggered by the intelligent message interaction control, or for the second inquiry information triggered by the artificial message interaction control.

[0100] Since the customer service session page of the present embodiment contains both the intelligent message interaction control and the artificial message interaction control, the user can trigger the intelligent message interaction control to send inquiry information, such as clicking any specific question control in the intelligent message interaction control to send inquiry information. Or trigger the artificial message interaction control to send inquiry information, such as manually inputting and sending inquiry information based on the artificial message interaction control. Therefore, the user end sending an inquiry request to the server in the present embodiment includes the following two cases:

[0101] Case one, the user end generates and sends an inquiry request to the server in response to the first inquiry information triggered by the intelligent message interaction control. Specifically, after the user end detects the trigger operation of the user for any specific question control in the intelligent message interaction control, it can obtain the inquiry information (i.e. the first inquiry information) corresponding to the specific question control, and based on the first inquiry information, send an inquiry request containing the first inquiry information to the server. For example, Figure 4aAs shown, if the user terminal detects that the user clicks the control corresponding to question 1, question 1 is the first inquiry information at this time, and the user terminal initiates an inquiry request including question 1 to the server.

[0102] Case two, the user terminal generates an inquiry request and sends it to the server in response to the second inquiry information triggered by the artificial message interaction control. Specifically, the user terminal detects that the user submits the uploaded picture through the artificial message interaction control or inputs the text, at this time the user terminal will take the image uploaded by the user and / or the input question as the first inquiry information, and generate an inquiry request including the first inquiry information. For example, Figure 4a As shown, if the user terminal detects that the user triggers the add photo control to upload an image, triggers the question input control to input a question, and clicks the information sending control, the user terminal will take the image uploaded by the user and the input question as the first inquiry information, and generate an inquiry request including the first inquiry information.

[0103] It should be noted that since the first inquiry information or the second inquiry information included in the inquiry request represents the user's question, the user terminal can also add the first inquiry information or the second inquiry information included in the inquiry request to the customer service session page for display when sending the inquiry request to the server. For example, Figure 4b is the customer service session page displayed by the user terminal in response to the inquiry request triggered by the intelligent message interaction control, and the content displayed in the dashed box 403 is the first inquiry information. Figure 4c is the customer service session page displayed by the user terminal in response to the inquiry request triggered by the artificial message interaction control, and the content displayed in the dashed box 405 is the second inquiry information.

[0104] The service end of the embodiment can receive the inquiry information sent by the user terminal based on the first session connection.

[0105] S205, in the case where the inquiry request includes the first inquiry information, the first response information corresponding to the first inquiry information is identified by using an artificial intelligence module.

[0106] The artificial intelligence module of the embodiment can be an intelligent program script preloaded on the user terminal for searching for the response information and / or an artificial intelligence large model. The artificial intelligence large model refers to a large parameter model trained using large-scale data and powerful computing power, a machine learning model with a complex structure, capable of processing massive data and completing various complex tasks such as natural language processing, computer vision, speech recognition, etc., and can include a large language model (LLM) or a multimodal large model (MLM), etc. The artificial intelligence large model involved in this paper can be a pre-trained model, which is retrained through model fine-tuning to adapt to different processing tasks. It not only takes advantage of the powerful capabilities of the pre-trained model, but also adapts to new data distribution, thus ensuring the generalization ability of the model and reducing overfitting.

[0107] Optionally, in the case where the inquiry request includes the first inquiry information, one implementation manner of determining the first response information can be running the intelligent program script to search for the first response information corresponding to the first inquiry information. For example, the question bank of the embodiment not only contains various questions, but also stores the response information corresponding to each question. Since the first inquiry information is selected from the question bank, the intelligent program script can be run to search for the first response information corresponding to the first inquiry information from the question bank.

[0108] Another implementation manner can be inputting the first inquiry information and the response rule into the artificial intelligence large model as a prompt word, and searching and summarizing the response information corresponding to the first inquiry information from the Internet by the artificial intelligence large model in combination with the response rule.

[0109] Still another implementation manner can be searching for the initial response information corresponding to the first inquiry information through the intelligent program script first, and then inputting the first inquiry information and the initial response information into the artificial intelligence large model, and further adjusting the expression manner and information content of the initial response information by the artificial intelligence large model to determine the final response information, i.e., the first response information.

[0110] S206, in the case where the inquiry request includes the second inquiry information, the second inquiry information is sent to the artificial customer service terminal, and the second response information of the artificial customer service terminal for the second inquiry information is obtained.

[0111] In the case where the inquiry request includes the second inquiry information, the user terminal reinitiates the inquiry request including the second inquiry information to the artificial customer service terminal based on the second session connection, or directly forwards the inquiry request including the second inquiry information sent by the user terminal to the artificial intelligence server. At this time, the artificial intelligence server displays the second response information for the artificial customer service to view, and the artificial customer service replies to the second inquiry information at the artificial customer service terminal (i.e., the second response information). The artificial customer service terminal sends the second response information replied by the artificial customer service to the server based on the second session connection. Correspondingly, the server obtains the second response information of the artificial customer service terminal to the second inquiry information.

[0112] In some embodiments, the response efficiency of the artificial customer service may not be very high, i.e., after sending the second inquiry information to the artificial customer service terminal, a period of time may be needed to obtain the corresponding second response information. In order to reduce the waiting anxiety of the user, the embodiment can also determine the response waiting time length corresponding to the second inquiry information in the case where the inquiry request includes the second inquiry information; generate a waiting prompt information based on the response waiting time length; and send the waiting prompt information to the user terminal so as to display the waiting prompt information in the customer service session page.

[0113] Specifically, there are many ways to determine the response waiting time length of the second inquiry information, for example, the average response time length of the artificial customer service can be counted as the response waiting time length corresponding to the second inquiry information, or the response waiting time length can be determined in combination with the difficulty level of the second inquiry information and / or the number of waiting artificial customer services. Then add the response waiting time length to the preset waiting prompt script to obtain the waiting prompt information, and send the waiting prompt information to the user terminal based on the first session connection so as to display it in the customer service session page. For example, as shown in Figure 4c The waiting prompt information fed back for the second inquiry information is displayed in the dashed box 406.

[0114] S207, sending the first response information or the second response information to the user terminal for displaying the first response information or the second response information in the customer service session page.

[0115] The first response information or the second response information is used to assist in determining the input information of at least one information collection item.

[0116] After the server obtains the first response information or the second response information through the above S205 or S206, the server sends the obtained first response information or the second response information to the user terminal through the first session connection, so as to display the first response information or the second response information in the customer service session page. For example, as shown in Figure 4b The first response information for the first inquiry information is displayed in the dashed box 404.

[0117] In some embodiments, in order to improve the intelligence of customer service and better help users solve doubts, the embodiment can further determine at least one fifth inquiry information according to the first inquiry information and / or the first response information when the inquiry request comprises the first inquiry information; and send the first response information and the at least one fifth inquiry information to the user end for displaying the first response information and the at least one fifth inquiry information in the customer service session page. Specifically, the embodiment can find at least one question associated with the first inquiry information and / or the first response information in the question bank as the fifth inquiry information, and then send the fifth inquiry information and the first response information to the user end based on the first session connection, so that the user end displays the first response information and the at least one fifth inquiry information in the customer service session page. For example, as shown in Figure 4b the user end can display the first response information below the first inquiry information, and then display the at least one fifth inquiry information, i.e. related question A to related question C, below the first response information.

[0118] It should be noted that since the customer service session page of the embodiment comprises the intelligent message interaction control and the manual message interaction control, the embodiment can also support the user triggering other intelligent message interaction controls again to interact with the intelligent customer service multiple times. In addition, in the case that the first response information determined by the artificial intelligence module does not solve the user's doubts, the user can trigger the manual message interaction control to switch to the interaction with the manual customer service. In addition, the user can trigger the intelligent message interaction control during the process of waiting for the response of the manual customer service. Until the input information of each information collection item is clear.

[0119] S208, in response to the input information of the at least one information collection item sent by the user, performing an authentication operation corresponding to the authentication request.

[0120] In the embodiment, after the user interacts with the manual customer service or the intelligent customer service in the customer service session interface and clears the input information of each information collection item, the client triggers the customer service session interface to return to the information collection page. Then continue to input information in the information collection page, such as uploading pictures and / or inputting text content, etc. The user end will acquire the input information of the user for the at least one information collection item in response to the input operation of the at least one information collection item, and send the acquired input information to the server. After the server receives the input information, it will perform an authentication operation corresponding to the authentication request. For example, the artificial intelligence module can be used to perform the authentication operation according to the authentication rules corresponding to the authentication request in combination with the acquired input information. Or the input information can be sent to the customer service end performing the authentication operation, and the customer service personnel corresponding to the customer service end performs the authentication operation based on the input information and feeds back the authentication result.

[0121] After the user terminal of the embodiment sends an authentication request to the service terminal, the service terminal feeds back an information collection page containing information collection prompt information and first customer service prompt information. The user terminal sends a customer service application to the service terminal in response to the trigger operation of the first customer service prompt information. The service terminal feeds back a customer service session page containing intelligent message interaction control and artificial message interaction control. The user terminal can initiate an inquiry request in response to the inquiry information triggered by any one of the intelligent or artificial interaction control. The service terminal determines the corresponding response message through the artificial intelligence module or interacts with the artificial customer terminal, and feeds back to the user terminal to assist the user in determining the input information corresponding to the information collection prompt information. The service terminal will perform an authentication operation based on the input information fed back by the user terminal. The information collection page of the embodiment not only contains information collection prompt information corresponding to at least one information collection item, but also contains first customer service prompt information, so that the customer service application can be triggered on the information page. In this way, the user can trigger the customer service application in a timely manner when encountering doubts during the process of filling in the information collection item, and the customer service can answer the doubts for the user, thereby improving the efficiency and accuracy of the user in submitting output information for each information collection item. In addition, the customer service session page provided by the embodiment contains intelligent message interaction control and artificial message interaction control at the same time. The user can trigger the corresponding message interaction control to feed back the problem according to the needs, thereby improving the flexibility and diversity of interaction with the customer service, helping the user to more efficiently and accurately determine the input content, and thereby improving the information submission efficiency and accuracy of the authentication process.

[0122] In some embodiments, for one authentication request, it can correspond to multiple authentication methods. For example, when authenticating the ownership of a house, one authentication method can be to upload a certificate image for authentication through the certificate, or to upload a video of the house for authentication through the video. At this time, in order to better assist the user in selecting the appropriate authentication method, the embodiment can further include: if the authentication request includes multiple authentication methods, determining selection suggestion information for the multiple authentication methods; the selection suggestion information is used to assist in determining a target authentication method from the multiple authentication methods; sending the multiple authentication methods and the selection suggestion information to the user terminal, so that the user terminal displays the multiple authentication methods and the selection suggestion information; receiving the target authentication method sent by the user terminal, and determining the information collection prompt information corresponding to the target authentication method. The selection suggestion information can be a selection suggestion for the multiple authentication methods. For example, it can include but is not limited to: recommended authentication methods, and recommended reasons, etc.

[0123] The determination manner of the selection suggestion information can be determining a recommended authentication manner according to the user information corresponding to the user end and / or the attribute features of the plurality of authentication manners, and generating the selection suggestion information for the recommended authentication manner. The user information can include but is not limited to user historical authentication operation information and user identity, and the attribute features of the plurality of authentication manners can include but are not limited to authentication efficiency, number of information collection items, and operation complexity. When the recommended authentication manner is determined according to the user information, the user historical selected authentication manner can be taken as the recommended authentication manner based on the user historical authentication operation information. The authentication manner that can be actually operated by the user can be taken as the recommended authentication manner based on the user identity. For example, if the user identity is an intermediary, there are two selectable authentication manners, i.e., uploading a certificate authentication and uploading a video authentication. Since the user identity is an intermediary, the intermediary does not have a photo of a house purchase contract, but can enter the house, so the uploading video authentication is more feasible as the recommended authentication manner at this time. When the recommended authentication manner is determined according to the attribute features of the plurality of authentication manners, the authentication manner with the fastest authentication audit can be taken as the recommended authentication manner based on the attribute features of the plurality of authentication manners. The authentication manner with the highest authentication security can also be taken as the recommended authentication manner. The authentication manner with the most selection times by the platform can also be taken as the recommended authentication manner. The recommended authentication manner can also be determined by combining the user information and the attribute features of the plurality of authentication manners. After the recommended authentication manner is obtained, the reason for selecting the recommended authentication manner can be further determined, such as high security, fast audit, and historical selected authentication manner. The selection suggestion information for the plurality of authentication manners is generated by combining the user information and / or the attribute features of the plurality of authentication manners, which improves the actual needs of the selection suggestion information.

[0124] After the selection suggestion information is generated, the plurality of authentication manners and the selection suggestion information are further sent to the user end, so that the user end displays the plurality of authentication manners and the selection suggestion information. The target authentication manner sent by the user end is received, and information collection prompt information corresponding to the target authentication manner is determined. For example, Figure 5 The ownership authentication page shown in the figure displays two authentication manners, i.e., authentication manner 1 and authentication manner 2. The selection suggestion information at this time is: it is suggested to select authentication manner 1, which has fast audit speed and high security. The selection suggestion information can be rendered in the ownership authentication page around the recommended authentication manner. For example, Figure 5 is displayed at the upper end of the recommended authentication manner.

[0125] In some embodiments, for the image collection item in the information collection item, the image collection requirements corresponding to different authentication requests are also different. In order to simplify the input difficulty and improve the image input efficiency and accuracy, the embodiment further includes: for the image collection item in at least one information collection item, obtaining the collection image example of the image collection item; according to at least one information collection item and the collection image example of the image collection item, generating information collection prompt information of the information collection page.

[0126] Specifically, for each image collection item, a corresponding collection image example can be generated in advance. After receiving the authentication request sent by the server, at least one information collection item corresponding to the authentication request is determined, and for the image collection item contained therein, the collection image example generated in advance therefor can be obtained, or the collection image example of the image collection item can be generated according to certain rules, and the specific generation method is introduced in subsequent embodiments. Then at least one information collection item and the collection image example of the image collection item in at least one information collection item are all displayed as information collection prompt information in the information collection page. It should be noted that for an image collection item, the embodiment can add the collection image example to the display area corresponding to the image collection item, and then embed the control corresponding to the image collection item in the collection image example as the background. It should be noted that in the embodiment, the number of images contained in the collection image example can be one or more. For example, Figure 6 The image collection item shown in the figure is a right certificate image collection item, and the collection image example corresponding to the right certificate image collection item is displayed in the area 601 in the figure. The shooting control 602 embedded on the collection image example is the control corresponding to the right certificate image collection item. The advantage of such setting in the embodiment can be that it is convenient for the user to intuitively understand the requirements for inputting the image, and improves the image input efficiency and accuracy.

[0127] In some embodiments, the images uploaded by the user often contain private information. In order to ensure the information security of the collection image example and more intuitively display the requirements for inputting the image, an optional way of obtaining the collection image example of the image collection item in the embodiment can be to obtain the initial image corresponding to the image collection item, and to perform desensitization processing and key information marking processing on the initial image to obtain the collection image example of the image collection item. Specifically, the image (i.e. the initial image) uploaded by the system user and meeting the requirements for the image collection item can be obtained, and then the initial image is subjected to character recognition to determine whether it contains sensitive information. If it contains sensitive information, further desensitization processing needs to be performed on the initial image. In addition, according to the image collection requirements corresponding to the image collection item for different authentication requests, key information that needs to be noted in the initial image needs to be marked, such as marking the position of the seal and marking the content that needs to be included, and the initial image after desensitization processing and key information marking is the collection image example of the image collection item.

[0128] On the basis of the above-mentioned embodiments, in order to further assist the user in determining the accuracy of the uploaded image and improve the intelligence of the intelligent customer service, the first customer service prompt information in the present embodiment includes an intelligent verification control. The intelligent verification control is used to trigger verification of the image uploaded by the user. Correspondingly, the method further includes: in response to a verification request sent by the user end, obtaining an input image sent by the user end for the image collection item; the verification request is generated in response to the triggering operation of the intelligent verification control; using an artificial intelligence module to audit the input image and generate audit prompt information of the input image; sending the audit prompt information to the user end so that the user end displays the audit prompt information on the information collection page.

[0129] Specifically, after the user completes the image upload operation for the image collection item on the user end, if the user is uncertain whether the uploaded image meets the requirements, the user can trigger the intelligent verification control to request intelligent verification of the uploaded image. That is, after the user end detects the triggering operation of the intelligent verification control, it will initiate a verification request to the server, and the server will respond to the verification request, obtain the image uploaded by the user for the image collection item (i.e., the input image), and then use an artificial intelligence module to audit the input image based on the corresponding image input requirements of the image collection item. For example, it can include but is not limited to: auditing whether the input image is complete, clear, and contains all image content involved in the image input requirements. After the artificial intelligence model audits, the corresponding audit result is input. At this time, the input image and its corresponding audit result can be directly used as audit prompt information, and a customer service identifier can be further added in the audit prompt information. The advantage of this setting is that it is convenient for the user to view the audit result, and the customer service identifier can be triggered at any time to initiate a customer service application when there is a question. For example, as shown in Figure 6 , the user can click the intelligent verification control to trigger the server to verify the uploaded property certificate image, Figure 6 The area in the box 603 is the display area of the audit prompt information, which includes the audited property certificate image (i.e., the input image) and the corresponding audit prompt information. The intelligent verification service provided in the present embodiment can help the user to more intuitively determine the accuracy of the input content, thereby improving the subsequent authentication efficiency and pass rate.

[0130] For example, as shown in Figure 6 , for the image collection item, the content introduction information corresponding to the image collection item can also be further displayed in the information collection page, for example, introduction information about the image containing what content is uploaded. When the number of images to be uploaded is multiple, the content introduction information about different images can be viewed by left and right sliding.

[0131] In some embodiments, some information collection items are provided with multiple content selection items for users to select. For such information collection items (i.e., target information collection items), the corresponding multiple content selection items are usually displayed to the user in the form of a pop-up box after detecting a triggering operation for the target information collection item. However, the user often does not know how to select the multiple content selection items. In order to facilitate the user to clearly input the content of the target information collection item, a customer service request is triggered at random to answer the user's questions. The present embodiment can further include: receiving a fill request for the target information collection item sent by the user terminal; the target information collection item contains multiple content selection items; generating a content selection page according to the selection prompt information of the multiple content selection items and the second customer service prompt information; the second customer service prompt information includes at least one sixth inquiry information and / or a customer service identifier associated with the multiple content selection items; and sending the content selection page to the user terminal so that the user terminal displays the content selection page.

[0132] Specifically, in the present embodiment, when the user terminal detects a triggering operation for the target information collection item, it sends a fill request for the target information collection item to the server. At this time, the server obtains the multiple content selection items corresponding to the target information collection item, and finds at least one sixth inquiry information associated with the multiple content selection items from the question bank. The sixth inquiry information and / or customer service identifier are used as the second customer service prompt information. At this time, the second customer service prompt information can be determined in a similar manner to the first customer service prompt information, according to the user information and the attribute characteristics of the multiple content selection items, which are not limited. Then, according to the selection prompt information of the multiple content selection items and the second customer service prompt information, a content selection page is rendered and sent to the user terminal for display. The selection prompt information of the multiple content selection items can be the names of the multiple content selection items, and can further include brief introduction information corresponding to each of the multiple content selection items, etc.

[0133] Exemplarily, Figure 7The content displayed in the box 702 is the selection prompt information rendered from the plurality of content selection items in the second customer service prompt information, the two specific question controls in the box 703 are rendered from the sixth inquiry information in the second customer service prompt information, and the control 701 is rendered from the customer service identifier in the second customer service prompt information. The user can click any control in the box 702 to complete the input of the right certificate type. If a question is encountered in the selection process, the user can check whether there is a corresponding question in the box 703. If yes, the user can click the corresponding question control to initiate a customer service application. If not, the user can click the control 701 to initiate a customer service application. In this way, the user can trigger a customer service application at any time to solve a question at any information filling page. It should be noted that, since the content selection page in this embodiment includes the second customer service prompt information, this embodiment also supports the user to trigger the second service prompt information to initiate a customer service application. That is, after the user end detects a triggering operation on the second service prompt information, the user end also initiates a customer service application to the service end. In this way, the user can initiate a customer service application at any time to solve a question at any information filling page. Therefore, the information filling efficiency and accuracy are improved.

[0134] Figure 8 A flowchart of an information authentication method provided in an exemplary embodiment of the present application. The technical solution of this embodiment can be executed by a user end. The method can include the following steps:

[0135] S801, receiving an information collection page sent by a service end and displaying the information collection page.

[0136] The information collection page is generated in response to an authentication request. The information collection page includes information collection prompt information and first customer service prompt information. The information collection prompt information includes at least one information collection item.

[0137] S802, in response to a triggering operation on the first customer service prompt information, sending a customer service application to the service end.

[0138] S803, receiving a customer service session page fed back by the service end in response to the customer service application.

[0139] The customer service session page includes an intelligent message interaction control and an artificial message interaction control.

[0140] S804, displaying the customer service session page.

[0141] S805, in response to the first inquiry information triggered for the intelligent message interaction control or the second inquiry information triggered for the artificial message interaction control, sending an inquiry request to the server, so that the server identifies the first response information corresponding to the first inquiry information by using the artificial intelligence module in the case that the inquiry request includes the first inquiry information, and sends the second inquiry information to the artificial customer service end and obtains the second response information of the artificial customer service end in the case that the inquiry request includes the second inquiry information.

[0142] S806, receiving the first response information or the second response information sent by the server, and the first response information or the second response information is used to assist in determining the input information of at least one information collection item.

[0143] S807, displaying the first response information or the second response information in the customer service session page.

[0144] S808, obtaining the input information of at least one information collection item, and sending the input information to the server, so that the server executes the authentication operation corresponding to the authentication request.

[0145] In some embodiments, the method further comprises: if the authentication request includes multiple authentication modes, receiving the multiple authentication modes and the selection suggestion information of the multiple authentication modes sent by the server, the selection suggestion information is used to assist in determining the target authentication mode from the multiple authentication modes; displaying the multiple authentication modes and the selection suggestion information; in response to the trigger operation for the multiple authentication modes, determining the target authentication mode, and sending the target authentication mode to the server, so that the server determines the information collection prompt information corresponding to the target authentication mode.

[0146] In some embodiments, the method further comprises: in response to the trigger operation for any candidate inquiry category, generating a category selection request; sending the category selection request to the server, so that the server updates the target inquiry category, the plurality of candidate inquiry categories, and the at least one fourth inquiry information; receiving the updated target inquiry category, the plurality of candidate inquiry categories, and the at least one fourth inquiry information sent by the server; updating the intelligent message interaction control in the customer service session page.

[0147] In some embodiments, the method further comprises: in the case that the inquiry request includes the first inquiry information, receiving the first response information and at least one fifth inquiry information sent by the server, the at least one fifth inquiry information is determined according to the first inquiry information and / or the first response information; displaying the first response information and the at least one fifth inquiry information in the customer service session page.

[0148] In some embodiments, the method further comprises: in the case that the inquiry request comprises the second inquiry information, receiving a waiting prompt information sent by the server; the waiting prompt information is generated based on the response waiting time length corresponding to the second inquiry information determined by the server; and displaying the waiting prompt information in the customer service session page.

[0149] In some embodiments, the first customer service prompt information comprises an intelligent verification control; and the method further comprises:

[0150] In response to a triggering operation on the intelligent verification control, sending a verification request to the server, so that the server obtains an input image for the image collection item sent by the user end, uses an artificial intelligence module to audit the input image, and generates audit prompt information of the input image; obtaining the audit prompt information sent by the server, and displaying the audit prompt information in the information collection page.

[0151] In some embodiments, the method further comprises: in response to a triggering operation on a target information collection item, sending a filling request for the target information collection item to the server, so that the server generates a content selection page according to the selection prompt information of the plurality of content selection items and the second customer service prompt information; the second customer service prompt information comprises at least one sixth inquiry information and / or a customer service identifier associated with the plurality of content selection items; the target information collection item comprises a plurality of content selection items; receiving the content selection page sent by the server and displaying the content selection page; and correspondingly, the customer service application is further generated in response to the triggering operation of the second service prompt information.

[0152] It should be noted that the process and beneficial effects of the client implementing the above information authentication method in the present embodiment have been described in the above embodiments, and will not be repeated here.

[0153] In an actual application, Figure 9 A signaling diagram of an information authentication method of an application scenario provided by an example embodiment of the present application is shown, which is implemented by a client and a server. The method comprises the following steps:

[0154] S901, the user end sends an authentication request to the server.

[0155] S902, in the case that the authentication request comprises a plurality of authentication modes, the server determines selection suggestion information for the plurality of authentication modes, and the selection suggestion information is used to assist in determining a target authentication mode from the plurality of authentication modes.

[0156] S903, the server sends the plurality of authentication modes and the selection suggestion information to the user end.

[0157] S904, the user terminal displays a plurality of authentication modes and selection suggestion information.

[0158] S905, the user terminal determines a target authentication mode in response to a triggering operation on the plurality of authentication modes.

[0159] S906, the user terminal sends the target authentication mode to the server.

[0160] S907, the server determines information collection prompt information corresponding to the target authentication mode.

[0161] S908, the server sends an information collection page to the user terminal, the information collection page including information collection prompt information and first customer service prompt information; the information collection prompt information includes at least one information collection item.

[0162] S909, the user terminal displays the information collection page.

[0163] S910, the user terminal sends a customer service application to the server in response to a triggering operation on the first customer service prompt information.

[0164] S911, the server sends a customer service session page to the user terminal in response to the customer service application.

[0165] S912, the user terminal displays the customer service session page; the customer service session page includes an intelligent message interaction control and a manual message interaction control.

[0166] S913, the user terminal sends an inquiry request to the user terminal in response to first inquiry information triggered by the intelligent message interaction control, or in response to second inquiry information triggered by the manual message interaction control.

[0167] S914, the server identifies first response information corresponding to the first inquiry information using an artificial intelligence module in the case where the inquiry request includes the first inquiry information; in the case where the inquiry request includes the second inquiry information, the second inquiry information is sent to a manual customer service terminal, and second response information of the manual customer service terminal to the second inquiry information is obtained.

[0168] S915, the server sends the first response information or the second response information to the user terminal.

[0169] S916, the user terminal displays the first response information or the second response information in the customer service session page, the first response information or the second response information being used to assist in determining input information of at least one information collection item.

[0170] S917, the server obtains input information of at least one information collection item and sends the input information to the server.

[0171] S918, in response to the input information, the server performs an authentication operation corresponding to the authentication request.

[0172] The detailed implementation and beneficial effects of each step in the method of the embodiment have been described in detail in the foregoing embodiments, and will not be described in detail here.

[0173] The detailed implementation and beneficial effects of each step in the method of the embodiment have been described in detail in the foregoing embodiments, and will not be described in detail here.

[0174] It should be noted that in some of the processes described in the foregoing embodiments and the accompanying drawings, a plurality of operations appear in a specific order, but it should be clearly understood that these operations can be executed or in parallel without regard to the order in which they appear in this document. The serial numbers of the operations, such as S205, S206, etc., are only used to distinguish different operations, and the serial numbers themselves do not represent any execution order. In addition, these processes can include more or fewer operations, and the operations can be executed in sequence or in parallel. It should be noted that the descriptions of "first", "second", etc. in this document are used to distinguish different messages, devices, modules, etc., and do not represent the order of precedence. Also, "first" and "second" are not of different types.

[0175] Figure 10 A structural schematic diagram of an information authentication device provided for an exemplary embodiment of the present application is shown in the figure. The device is configured on a server and includes:

[0176] The first sending module 1001 is configured to send an information collection page to the user terminal in response to an authentication request sent by the user terminal, so that the user terminal displays the information collection page. The information collection page includes information collection prompt information and first customer service prompt information. The information collection prompt information includes at least one information collection item.

[0177] The first receiving module 1002 is configured to receive a customer service application sent by the user terminal. The customer service application is generated in response to a triggering operation of the first customer service prompt information.

[0178] The first sending module 1001 is further configured to send a customer service session page to the user terminal, so that the user terminal displays the customer service session page. The customer service session page includes an intelligent message interaction control and a manual message interaction control.

[0179] The first receiving module 1002 is further configured to receive an inquiry request sent by the user terminal. The inquiry request is generated in response to first inquiry information triggered by the intelligent message interaction control, or in response to second inquiry information triggered by the manual message interaction control.

[0180] The first response module 1003 is configured to, when the inquiry request comprises the first inquiry information, identify first response information corresponding to the first inquiry information by using the artificial intelligence module.

[0181] The second response module 1004 is configured to, when the inquiry request comprises the second inquiry information, send the second inquiry information to the artificial customer service end, and acquire second response information of the artificial customer service end for the second inquiry information.

[0182] The first sending module 1001 is further configured to send the first response information or the second response information to the user end, so that the user end displays the first response information or the second response information in a customer service session page, and the first response information or the second response information is used to assist in determining input information of at least one information collection item.

[0183] The authentication module 1005 is configured to, in response to input information of the at least one information collection item sent by the user, perform an authentication operation corresponding to the authentication request.

[0184] In some embodiments, the device further comprises a selection suggestion module configured to, if the authentication request comprises a plurality of authentication manners, determine selection suggestion information for the plurality of authentication manners; the selection suggestion information is used to assist in determining a target authentication manner from the plurality of authentication manners; the first sending module 1001 is further configured to send the plurality of authentication manners and the selection suggestion information to the user end, so that the user end displays the plurality of authentication manners and the selection suggestion information; the first sending module 1001 is further configured to receive the target authentication manner sent by the user end; and the collection prompt determination module is configured to determine information collection prompt information corresponding to the target authentication manner.

[0185] In some embodiments, the selection suggestion module is specifically configured to determine a recommended authentication manner according to user information corresponding to the user end and / or attribute characteristics of the plurality of authentication manners, and generate selection suggestion information for the recommended authentication manner.

[0186] In some embodiments, the device further comprises a customer service prompt determination module configured to determine the first customer service prompt information according to user information corresponding to the user end and / or attribute characteristics of the at least one information collection item, the first customer service prompt information comprising at least one of a customer service identifier, at least one third inquiry information corresponding to the information collection prompt information, and collection item introduction information.

[0187] In some embodiments, the apparatus further includes an interaction control determination module configured to, if the customer service application is triggered in the process of filling in any information collection item, determine a target inquiry category and a plurality of candidate inquiry categories according to the information collection item; acquire at least one fourth inquiry information corresponding to the target inquiry category; and determine an intelligent message interaction control according to the target inquiry category, the plurality of candidate inquiry categories, and the at least one fourth inquiry information.

[0188] In some embodiments, the first receiving module 1002 is further configured to receive a category selection request sent by the user end, the category selection request being generated for a trigger operation of any candidate inquiry category; the apparatus further includes an information updating module configured to update the target inquiry category, the plurality of candidate inquiry categories, and the at least one fourth inquiry information; and the first sending module 1001 is further configured to send the updated target inquiry category, the plurality of candidate inquiry categories, and the at least one fourth inquiry information to the user end, so that the user end updates the intelligent message interaction control in the customer service session page.

[0189] In some embodiments, the apparatus further includes an inquiry information determination module configured to, if the inquiry request includes the first inquiry information, determine at least one fifth inquiry information according to the first inquiry information and / or the first response information; and the first sending module 1001 is further configured to send the first response information and the at least one fifth inquiry information to the user end, so that the user end displays the first response information and the at least one fifth inquiry information in the customer service session page.

[0190] In some embodiments, the apparatus further includes a waiting prompt determination module configured to, if the inquiry request includes the second inquiry information, determine a response waiting time length corresponding to the second inquiry information; generate waiting prompt information based on the response waiting time length; and the first sending module 1001 is further configured to send the waiting prompt information to the user end, so that the user end displays the waiting prompt information in the customer service session page.

[0191] In some embodiments, the apparatus further includes an image example acquisition module configured to, for an image collection item in the at least one information collection item, acquire a collection image example of the image collection item; and an acquisition prompt determination module configured to generate information collection prompt information of the information collection page according to the at least one information collection item and the collection image example of the image collection item.

[0192] In some embodiments, the image instance obtaining module is specifically configured to obtain an initial image corresponding to the image collection item, and perform desensitization processing and key information labeling processing on the initial image to obtain the collection image instance of the image collection item.

[0193] In some embodiments, the first customer service prompt information includes an intelligent verification control. The device further includes an image verification module configured to, in response to a verification request sent by the user end, obtain an input image sent by the user end for an image collection item; the verification request is generated in response to a triggering operation of the intelligent verification control; and the input image is audited by using an artificial intelligence module to generate an audit prompt information of the input image; and the first sending module 1001 is further configured to send the audit prompt information to the user end, so that the user end displays the audit prompt information on the information collection page.

[0194] In some embodiments, the first receiving module 1002 is further configured to receive a filling request sent by the user end for a target information collection item; the target information collection item includes a plurality of content selection items; a page generation module is configured to generate a content selection page according to selection prompt information of the plurality of content selection items and second customer service prompt information; the second customer service prompt information includes at least one sixth inquiry information and / or a customer service identifier associated with the plurality of content selection items; and the first sending module 1001 is further configured to send the content selection page to the user end, so that the user end displays the content selection page; correspondingly, the customer service application is further generated in response to a triggering operation of the second service prompt information.

[0195] Figure 10 The information authentication device can perform Figure 2 The information authentication method of the embodiments shown above has the same implementation principles and technical effects, which will not be described in detail. The specific operation modes of each module and unit of the information authentication device in the above embodiments have been described in detail in the embodiments related to the method, and will not be described in detail here.

[0196] Figure 11 A structural schematic diagram of an information authentication device provided by an exemplary embodiment of the present application is shown. The device is configured in a user end and includes:

[0197] A second receiving module 1101 is configured to receive an information collection page sent by a server end, the information collection page being generated in response to an authentication request, the information collection page including information collection prompt information and first customer service prompt information; and the information collection prompt information including at least one information collection item.

[0198] A display module 1102 is configured to display the information collection page.

[0199] The second sending module 1103 is configured to send, to the server, the customer service application in response to a triggering operation for the first customer service prompt information.

[0200] The second receiving module 1101 is further configured to receive a customer service session page fed back by the server in response to the customer service application, wherein the customer service session page comprises an intelligent message interaction control and a manual message interaction control.

[0201] The display module 1102 is configured to display the customer service session page.

[0202] The second sending module 1103 is further configured to send, to the server, an inquiry request in response to first inquiry information triggered by the intelligent message interaction control or second inquiry information triggered by the manual message interaction control, so that the server identifies first response information corresponding to the first inquiry information by using an artificial intelligence module in a case where the inquiry request comprises the first inquiry information, and sends the second inquiry information to a manual customer service terminal and acquires second response information of the manual customer service terminal for the second inquiry information in a case where the inquiry request comprises the second inquiry information.

[0203] The second receiving module 1101 is further configured to receive the first response information or the second response information sent by the server, wherein the first response information or the second response information is used to assist in determining input information of at least one information collection item.

[0204] The display module 1102 is further configured to display the first response information or the second response information in the customer service session page.

[0205] The information input module 1104 is configured to acquire input information for the at least one information collection item.

[0206] The second sending module 1103 is further configured to send, to the server, the input information, so that the server performs an authentication operation corresponding to the authentication request.

[0207] In some embodiments, the second receiving module 1101 is further configured to receive, if the authentication request comprises multiple authentication manners, the multiple authentication manners sent by the server and selection suggestion information for the multiple authentication manners, wherein the selection suggestion information is used to assist in determining a target authentication manner from the multiple authentication manners; the display module 1102 is further configured to display the multiple authentication manners and the selection suggestion information; and an authentication manner determination module is configured to determine a target authentication manner in response to a triggering operation for the multiple authentication manners, and the second sending module 1103 is configured to send, to the server, the target authentication manner, so that the server determines information collection prompt information corresponding to the target authentication manner.

[0208] In some embodiments, the device also includes: a selection request generation module, which is used to generate a category selection request in response to a trigger operation for any candidate inquiry category; a second sending module 1103, which is also used to send the category selection request to the server so that the server can update the target inquiry category, the multiple candidate inquiry categories, and the at least one fourth inquiry information; a second receiving module 1101 is used to receive the updated target inquiry category, the multiple candidate inquiry categories, and the at least one fourth inquiry information sent by the server; the display module is used to update the intelligent message interaction control in the customer service session page.

[0209] In some embodiments, the second receiving module 1101 is also used to receive the first response information and at least one fifth inquiry information sent by the server when the inquiry request includes the first inquiry information, and the at least one fifth inquiry information is determined based on the first inquiry information and / or the first response information; the display module 1102 is used to display the first response information and the at least one fifth inquiry information in the customer service session page.

[0210] In some embodiments, the second receiving module 1101 is also used to receive a waiting prompt message sent by the server when the inquiry request includes the second inquiry information; the waiting prompt message is generated based on the response waiting time corresponding to the second inquiry information determined by the server; the display module 1102 is used to display the waiting prompt message in the customer service session page.

[0211] In some embodiments, the first customer service prompt information includes an intelligent verification control; the second sending module 1103 is also used to send a verification request to the server in response to a trigger operation for the intelligent verification control, so that the server obtains the input image for the image acquisition item sent by the user end, uses the artificial intelligence module to review the input image, and generates review prompt information for the input image; the second receiving module 1101 is also used to obtain the review prompt information sent by the server, and the display module 1102 is also used to display the review prompt information on the information acquisition page.

[0212] In some embodiments, the second sending module 1103 is also used to send a filling request for the target information collection item to the server in response to a trigger operation for the target information collection item, so that the server generates a content selection page based on the selection prompt information of the multiple content selection items and the second customer service prompt information; the second customer service prompt information includes: at least one sixth inquiry information and / or customer service identification associated with the multiple content selection items; the target information collection item contains multiple content selection items; the second receiving module 1101 is also used to receive the content selection page sent by the server, and the display module 1102 is also used to display the content selection page; accordingly, the customer service application is also generated in response to the trigger operation of the second service prompt information.

[0213] Figure 12 This is a schematic diagram of a computing device according to an embodiment of the present application. Figure 12 As shown, in practice, the computing device may include: a storage component 1201 and a processing component 1202 .

[0214] The storage component 1201 is used to store computer programs and can be configured to store various other data to support operations on the computing device. Examples of such data include instructions for any application or method operating on the computing device, data structures, contact data, phone book data, messages, images, videos, etc.

[0215] The processing component 1202 is coupled to the storage component 1201 and is used to execute the computer program in the storage component 1201 to implement the following Figure 2 、 Figure 8 or Figure 9 The information authentication method shown.

[0216] Further, if Figure 12 As shown, the computing device may further include: a communication component 1203, a display component 1204, a power component 1205, an audio component 1206 and other components. Figure 12 Only some components are shown schematically, which does not mean that the equipment only includes Figure 12 In addition, Figure 12 The components in the dotted box are optional components, not mandatory components, and depend on the specific product form of the computing device. The computing device of this embodiment can be implemented as a terminal device such as a desktop computer, a laptop computer, a smart phone or an IOT (Internet of Things) device, or a server device such as a conventional server, a cloud server or a server array. If the computing device of this embodiment is implemented as a terminal device such as a desktop computer, a laptop computer, a smart phone, etc., it can include Figure 12 If the computing device of this embodiment is implemented as a server device such as a conventional server, a cloud server or a server array, it may not include the components in the dotted box;Figure 12 Components within the dashed line box.

[0217] The processing component can include one or more processors to execute computer instructions to complete all or part of the steps in the above method. Of course, the processing component can also be implemented as one or more application specific integrated circuits (ASICs), digital signal processors (DSPs), digital signal processing devices (DSPDs), programmable logic devices (PLDs), field programmable gate arrays (FPGAs), controllers, microcontrollers, microprocessors or other electronic elements, for executing the above method.

[0218] The storage component can be implemented by any type of volatile or non-volatile storage devices or a combination thereof, such as static random access memory (SRAM), electrically erasable programmable read only memory (EEPROM), erasable programmable read only memory (EPROM), programmable read only memory (PROM), read only memory (ROM), magnetic storage, flash memory, magnetic disk or optical disk.

[0219] The communication component is configured to facilitate wired or wireless communication between the device where the communication component is located and other devices. The device where the communication component is located can access a wireless network based on a communication standard, such as a mobile communication network, or a combination thereof. In an exemplary embodiment, the communication component receives a broadcast signal or broadcast related information from an external broadcast managing system via a broadcast channel.

[0220] The display component can include a screen, which can include a liquid crystal display (LCD) and a touch panel (TP). If the screen includes a touch panel, the screen can be implemented as a touch screen to receive an input signal from a user. The touch panel includes one or more touch sensors to sense a touch, a slide and a gesture on the touch panel. The touch sensor can not only sense a boundary of a touch or a slide action, but also detect a duration and a pressure related to a touch or a slide operation.

[0221] The power component provides power to various components of the device in which the power component is located. The power component can include a power management system, one or more power sources, and other components associated with generating, managing, and distributing power to the device in which the power component is located.

[0222] The audio component can be configured to output and / or input audio signals. For example, the audio component includes a microphone (MIC) that is configured to receive external audio signals when the device in which the audio component is located is in an operational mode, such as a call mode, a recording mode, and a voice recognition mode. The received audio signals can be further stored in a memory or transmitted via the communication component. In some embodiments, the audio component also includes a speaker for outputting audio signals.

[0223] Accordingly, the embodiments of the present application also provide a computer readable storage medium storing a computer program, when the computer program is executed by a processor, the processor is enabled to implement each step in the above method embodiments. The computer readable storage medium includes volatile or non-volatile or a combination thereof, and can be removable or non-removable. Examples of the computer readable storage medium include, but are not limited to, phase-change random access memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), flash memory or other memory technology, compact disc read-only memory (CD-ROM), digital video disc (DVD) or other optical storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store program code and / or data.

[0224] Accordingly, the embodiments of the present application also provide a computer program product, the computer program product includes a computer program or instructions, when the computer program or instructions are executed by a processor, the processor is enabled to implement each step in the above method embodiments. It should be understood that each process or a combination of multiple processes in the above method flow can be implemented by the computer program or instructions. In addition, these computer programs or instructions can be applied to the processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing devices, so that the processor of the general-purpose computer, the special-purpose computer, the embedded processor, or other programmable data processing devices can be implemented as a device that implements the corresponding functions in the above method embodiments.

[0225] Those skilled in the art can clearly understand that, for the convenience and brevity of description, the specific working processes of the above-described system, device and unit can refer to the corresponding processes in the foregoing method embodiments, which will not be described herein.

[0226] It should also be noted that the terms "comprising", "containing", or any other variant thereof are intended to cover non-exclusive inclusion, so that a process, method, article or apparatus that includes a list of elements not only includes those elements, but also includes other elements not explicitly listed, or further includes elements inherent in such a process, method, article or apparatus. Without more limitations, the element defined by the statement "comprising a" does not exclude the presence of additional identical elements in the process, method, article or apparatus that includes the element.

[0227] Finally, it should be noted that the above is only an embodiment of the present application and is not intended to limit the present application. Those skilled in the art can make various changes and modifications to the present application. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present application shall be included in the scope of the claims of the present application.

Claims

1. An information authentication method, characterized in that: Applied to the server, the method includes: In response to an authentication request sent by a user terminal, sending an information collection page to the user terminal so that the user terminal displays the information collection page; the information collection page includes information collection prompt information and first customer service prompt information; the information collection prompt information includes at least one information collection item; receiving a customer service request sent by the user terminal, where the customer service request is generated in response to a triggering operation of the first customer service prompt information; Sending a customer service conversation page to the user terminal so that the user terminal displays the customer service conversation page; the customer service conversation page includes an intelligent message interaction control and a manual message interaction control; receiving a query request sent by the user terminal, where the query request is generated in response to a first query message triggered by the intelligent message interaction control, or is generated in response to a second query message triggered by the manual message interaction control; In a case where the inquiry request includes the first inquiry information, using an artificial intelligence module to identify first response information corresponding to the first inquiry information; In a case where the inquiry request includes the second inquiry information, sending the second inquiry information to the manual customer service end, and obtaining second response information of the manual customer service end in response to the second inquiry information; Sending the first response information or the second response information to the user terminal, so that the user terminal displays the first response information or the second response information on a customer service session page, wherein the first response information or the second response information is used to assist in determining input information of at least one information collection item; In response to input information sent by the user for the at least one information collection item, an authentication operation corresponding to the authentication request is performed.

2. The method according to claim 1, characterized in that Also includes: If the authentication request includes multiple authentication methods, determining selection recommendation information for the multiple authentication methods; The selection suggestion information is used to assist in determining a target authentication method from multiple authentication methods; Sending the multiple authentication methods and the selection suggestion information to the user terminal so that the user terminal displays the multiple authentication methods and the selection suggestion information; Receive the target authentication method sent by the user terminal, and determine the information collection prompt information corresponding to the target authentication method.

3. The method according to claim 2, characterized in that Determining selection suggestion information for the multiple authentication methods includes: A recommended authentication method is determined based on the user information corresponding to the user terminal and / or attribute characteristics of multiple authentication methods, and selection suggestion information is generated for the recommended authentication method.

4. The method according to claim 1, wherein Also includes: The first customer service prompt information is determined based on the user information corresponding to the user terminal and / or the attribute characteristics of at least one information collection item. The first customer service prompt information includes a customer service identifier, at least one third inquiry information corresponding to the information collection prompt information, and at least one of the collection item introduction information.

5. The method according to claim 4, characterized in that Also includes: If the customer service application is triggered during the process of filling out any information collection item, determining a target inquiry category and multiple candidate inquiry categories based on the information collection item; Obtaining at least one fourth query information corresponding to the target query category; An intelligent message interaction control is determined according to the target query category, the multiple candidate query categories, and the at least one fourth query information.

6. The method according to claim 5, characterized in that Also includes: receiving a category selection request sent by the user terminal, wherein the category selection request is generated in response to a triggering operation of any candidate query category; The target inquiry category, the multiple candidate inquiry categories, and the at least one fourth inquiry information are updated, and the updated target inquiry category, the multiple candidate inquiry categories, and the at least one fourth inquiry information are sent to the user terminal so that the user terminal updates the intelligent message interaction control in the customer service session page.

7. The method according to claim 1, characterized in that Also includes: In a case where the inquiry request includes the first inquiry information, determining at least one fifth inquiry information according to the first inquiry information and / or the first response information; The sending of the first response information to the user terminal so that the user terminal displays the first response information on a customer service session page includes: The first response information and the at least one fifth inquiry information are sent to the user terminal, so that the user terminal displays the first response information and the at least one fifth inquiry information on a customer service session page.

8. The method according to claim 1, characterized in that Also includes: For an image collection item in the at least one information collection item, obtaining a collection image example of the image collection item; Information collection prompt information of the information collection page is generated according to the at least one information collection item and the collection image example of the image collection item.

9. The method according to claim 8, characterized in that The acquiring of the captured image instance of the image acquisition item includes: An initial image corresponding to the image acquisition item is obtained, and desensitization processing and key information labeling processing are performed on the initial image to obtain an acquisition image instance of the image acquisition item.

10. The method according to claim 1 or 8, characterized in that The first customer service prompt information includes an intelligent verification control: the method further includes: In response to a verification request sent by a user terminal, obtaining an input image for an image acquisition item sent by the user terminal; the verification request is generated in response to a triggering operation of the smart verification control; Using an artificial intelligence module to review the input image and generate review prompt information for the input image; The audit prompt information is sent to the user terminal so that the user terminal displays the audit prompt information on the information collection page.

11. The method according to claim 1, wherein Also includes: receiving a request for filling in a target information collection item sent by the user terminal; The target information collection item includes multiple content selection items; generating a content selection page according to the selection prompt information of the plurality of content selection items and the second customer service prompt information; The second customer service prompt information includes: at least one sixth inquiry information and / or a customer service identifier associated with the plurality of content selection items; sending the content selection page to the user terminal so that the user terminal displays the content selection page; Correspondingly, the customer service application is also generated in response to the triggering operation of the second service prompt information.

12. The method according to claim 1, characterized in that Also includes: In a case where the inquiry request includes the second inquiry information, determining a response waiting time corresponding to the second inquiry information; Generate waiting prompt information based on the response waiting time; The waiting prompt information is sent to the user terminal so that the user terminal displays the waiting prompt information in the customer service session page.

13. An information authentication method, characterized in that: Applied to a user terminal, the method includes: receiving an information collection page sent by the server and displaying the information collection page; the information collection page is generated in response to the authentication request, the information collection page includes information collection prompt information and first customer service prompt information; the information collection prompt information includes at least one information collection item; In response to a triggering operation on the first customer service prompt information, sending the customer service request to the server; The receiving server responds to the customer service application and returns a customer service conversation page, wherein the customer service conversation page includes an intelligent message interaction control and a manual message interaction control; Displaying the customer service conversation page; In response to a first query message triggered by the intelligent message interaction control, or a second query message triggered by the manual message interaction control, a query request is sent to the server, so that when the query request includes the first query message, the server uses an artificial intelligence module to identify first response information corresponding to the first query message; and when the query request includes the second query message, the server sends the second query message to the manual client service end and obtains second response information from the manual client service end to the second query message; receiving the first response information or the second response information sent by the server, where the first response information or the second response information is used to assist in determining input information of at least one information collection item; Displaying the first response information or the second response information on the customer service conversation page; Acquire input information for the at least one information collection item, and send the input information to the server so that the server performs an authentication operation corresponding to the authentication request.

14. An information authentication device, characterized in that: Configured on the server side, the device includes: a first sending module, configured to send an information collection page to the user terminal in response to an authentication request sent by the user terminal, so that the user terminal displays the information collection page; the information collection page includes information collection prompt information and first customer service prompt information; the information collection prompt information includes at least one information collection item; a first receiving module, configured to receive a customer service request sent by the user terminal, wherein the customer service request is generated in response to a triggering operation of the first customer service prompt information; The first sending module is further configured to send a customer service conversation page to the user terminal so that the user terminal displays the customer service conversation page; the customer service conversation page includes an intelligent message interaction control and a manual message interaction control; The first receiving module is further configured to receive an inquiry request sent by the user terminal, wherein the inquiry request is generated in response to a first inquiry message triggered by the intelligent message interaction control, or is generated in response to a second inquiry message triggered by the manual message interaction control; a first response module, configured to, when the inquiry request includes the first inquiry information, use an artificial intelligence module to identify first response information corresponding to the first inquiry information; a second response module configured to, when the inquiry request includes the second inquiry information, send the second inquiry information to the manual customer service end, and obtain second response information from the manual customer service end in response to the second inquiry information; The first sending module is further configured to send the first response information or the second response information to the user terminal, so that the user terminal displays the first response information or the second response information on the customer service session page, and the first response information or the second response information is used to assist in determining input information of at least one information collection item; The authentication module is configured to execute an authentication operation corresponding to the authentication request in response to input information sent by the user for the at least one information collection item.

15. An information authentication device, characterized in that: Configured at the user end, the device includes: a second receiving module, configured to receive an information collection page sent by the server, the information collection page being generated in response to the authentication request, the information collection page including information collection prompt information and first customer service prompt information; the information collection prompt information including at least one information collection item; A display module, configured to display the information collection page; A second sending module, configured to send the customer service request to the server in response to a triggering operation on the first customer service prompt information; The second receiving module is further configured to receive a customer service session page in response to the customer service application from the server, wherein the customer service session page includes an intelligent message interaction control and a manual message interaction control; A display module, configured to display the customer service conversation page; The second sending module is further configured to send a query request to the server in response to the first query information triggered by the intelligent message interaction control, or the second query information triggered by the manual message interaction control, so that the server, when the query request includes the first query information, uses the artificial intelligence module to identify the first response information corresponding to the first query information; and when the query request includes the second query information, send the second query information to the manual client service end and obtain the second response information of the manual client service end to the second query information; The second receiving module is further configured to receive the first response information or the second response information sent by the server, where the first response information or the second response information is used to assist in determining input information of at least one information collection item; The display module is further configured to display the first response information or the second response information on a customer service session page; An information input module, configured to obtain input information for the at least one information collection item; The second sending module is further configured to send the input information to the server so that the server performs an authentication operation corresponding to the authentication request.

16. A computing device, characterized in that including processing components and storage components; The storage component stores a computer program; the computer program is used to be called and executed by the processing component to implement the information authentication method according to any one of claims 1 to 13.

17. A computer-readable storage medium, characterized in that A computer program is stored thereon, and when the computer program is executed by the processing component, the information authentication method according to any one of claims 1 to 13 is implemented.

18. A computer program product, characterized in that The method comprises a computer program or an instruction, which, when executed by a processing component, implements the information authentication method according to any one of claims 1 to 13.

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