Game customer service account security access method and device, equipment and medium

Abstract

The invention relates to the technical field of account security, and provides a game customer service account security access method, device and equipment and a medium, and the method comprises the steps: receiving game question consultation information submitted by a player account, generating a corresponding target service work order, and distributing the target service work order to a target customer service terminal; determining that a player account needs to be logged in, and sending an account access authorization request to the player account; receiving an authorization response instruction returned by the player account, and extracting an access permission state and an access effective time limit; in response to the access permission state being an authorized access state, generating a one-time temporary access credential bound with the target service work order, the target customer service terminal and the player account, and sending the one-time temporary access credential to the target customer service terminal; and performing identity verification according to the temporary login request of the target customer service terminal, allowing the target customer service terminal to log in the player account after the verification is passed, and processing the game question consultation information of the player account. Through the scheme, the risk of account information leakage is avoided, and the traceability of customer service operation is realized.

Description

Technical Field

[0001] This application relates to the field of account security technology, and in particular to a method, apparatus, device and medium for secure access to game customer service accounts. Background Technology

[0002] With the rapid development of the web game industry, various issues encountered by players during gameplay require timely response and resolution from customer service personnel. In actual operation, many game problems require customer service personnel to log into player accounts and perform actual operations to accurately locate and resolve them, such as abnormal game interface display, lost items, and stuck quest processes. These problems are often difficult to solve through remote guidance or text descriptions and must be investigated and handled directly by professional customer service personnel entering the player's game environment.

[0003] Currently, game customer service primarily accesses player accounts using the following methods: The first method involves players directly providing their account and password to customer service. This method poses serious security risks: Firstly, the player's account and password are completely exposed to customer service personnel. For high-value accounts with substantial virtual assets, if the password is recorded or leaked by unscrupulous customer service personnel, it will cause significant financial losses to the player. Secondly, the password is transmitted in plaintext during communication, posing a risk of interception by third parties. Furthermore, after the player provides the password, customer service can log into the account at any time, lacking timely control and increasing the possibility of account misuse.

[0004] The second method involves customer service representatives using backend management privileges to directly access player accounts. While this method avoids password leaks, it presents problems with chaotic access control: multiple customer service representatives share the same backend permissions, making it impossible to accurately trace which representative performed the specific action; the lack of explicit authorization from players may lead to privacy disputes; and excessive backend privileges allow customer service representatives to access any account without player consent, creating regulatory loopholes.

[0005] The third method requires players to cooperate with customer service for remote assistance. While this method is relatively safe, it is inefficient: it requires players to be online, increasing service time costs; for some issues requiring professional judgment, players may find it difficult to accurately execute customer service instructions; and it cannot address situations where players are offline or unable to cooperate.

[0006] In summary, existing technologies have many shortcomings in ensuring account security, clarifying operational responsibilities, and improving service efficiency. In particular, traditional methods cannot provide sufficient security and traceability for high-value player accounts. Summary of the Invention

[0007] This application provides a method, apparatus, device, and medium for secure access to game customer service accounts, aiming to solve the technical problems existing in related technologies, such as the inability to provide sufficient security and traceability for player accounts.

[0008] In a first aspect, embodiments of this application provide a method for secure access to a game customer service account, the method comprising: The system receives game-related inquiries from player accounts, generates corresponding target service tickets, and assigns these service tickets to target customer service terminals. The target customer service terminals then determine whether or not it is necessary to log in to the player's account based on the target service tickets. In response to determining that a player account needs to be logged in, an account access authorization request is sent to the player account; Receive the authorization response instruction returned by the player account based on the account access authorization request, and extract the access permission status and access validity period from the authorization response instruction; In response to the access permission status being an authorized access status, a one-time temporary access credential is generated and bound to the target service ticket, the target customer service terminal, and the player account. The one-time temporary access credential is then sent to the target customer service terminal so that the target customer service terminal can initiate a temporary login request to the player account based on the one-time temporary access credential. Based on the temporary login request from the target customer service terminal, the target customer service terminal is authenticated, and after successful authentication, the target customer service terminal is allowed to log in to the player's account to process game-related inquiries from the player's account.

[0009] In one embodiment, optionally, the method further includes: Monitor the access data of the target customer service terminal to the player account, wherein the access data includes at least one of the following: operation behavior, operation frequency and account data changes; A risk assessment is performed based on the access data, and an early warning is issued when the risk assessment result indicates the presence of abnormal operations. The abnormal operations include at least one of the following: The number of times the target customer service terminal accesses player accounts within a preset time is greater than or equal to a preset number; The operation is outside the scope of the operation corresponding to the game problem consultation information; The player's account asset data has been abnormally altered.

[0010] In one embodiment, optionally, the method further includes: Record the entire process of the target customer service terminal accessing the player's account to obtain the recorded data; Blockchain-based notarization or digital signature technology is used to prevent tampering with the recorded data, and the player's terminal is allowed to query the recorded data.

[0011] In one embodiment, optionally, receiving game problem inquiry information submitted by a player account, generating a corresponding target service ticket, and assigning the service ticket to a target customer service terminal includes: The system receives game-related inquiry information submitted by players through at least one of the following channels: online customer service portal, in-game feedback module, official customer service email, and customer service hotline interface. The game-related inquiry information includes player account identifier, problem description, and relevant screenshots or logs. Generate a target service ticket with a unique identifier for the game-related inquiry information. The target service ticket is associated with the player's account level, account registration duration, and historical service records. Based on the business permissions, service expertise, and current work order load of each customer service terminal, the target service work order is automatically assigned to the matching target customer service terminal.

[0012] In one embodiment, optionally, in response to determining that a player account needs to be logged in, an account access authorization request is sent to the player account, including: In response to determining that a player account needs to be logged in, an account access authorization request is generated, wherein the account access authorization request includes the customer service identity information of the target customer service terminal, the reason for access, and the expected access duration; The account access authorization request is pushed to the player terminal of the bound player account through at least one of the following methods: message push, SMS notification, and email reminder.

[0013] In one embodiment, optionally, generating a one-time temporary access credential bound to the target service ticket, the target customer service terminal, and the player account includes: The one-time temporary access credential is generated using an asymmetric encryption algorithm. The one-time temporary access credential includes a work order identifier segment, a customer service terminal identifier segment, a player account identifier segment, and a time expiration control segment. The one-time temporary access credential is only valid within the access validity period and can only be used for association verification with the bound target customer service terminal.

[0014] In one embodiment, optionally, after successful verification, the target customer service terminal is allowed to log in to the player's account to process game-related inquiry information from the player's account, including: Assign preset operation permissions to the target customer service terminal after login. The preset operation permissions only include the necessary operations for problem diagnosis and repair. The system pushes an account access status identifier to the player's terminal and automatically triggers the expiration mechanism of the one-time temporary access credential after the target customer service terminal has resolved the issue.

[0015] Secondly, embodiments of this application provide a secure access device for game customer service accounts, comprising: The generation module is used to receive game problem inquiry information submitted by player accounts, generate corresponding target service tickets, and assign the service tickets to target customer service terminals so that the target customer service terminals can determine whether to log in to the player account based on the target service tickets. The request module is used to send an account access authorization request to the player account in response to the determination that the player account needs to be logged in; The extraction module is used to receive the authorization response instruction returned by the player account according to the account access authorization request, and extract the access permission status and access validity period from the authorization response instruction; The sending module is used to generate a one-time temporary access credential bound to the target service ticket, the target customer service terminal, and the player account in response to the access permission status being an authorized access status, and to send the one-time temporary access credential to the target customer service terminal so that the target customer service terminal can initiate a temporary login request to the player account based on the one-time temporary access credential; The processing module is used to verify the identity of the target customer service terminal based on the temporary login request of the target customer service terminal, and allow the target customer service terminal to log in to the player account after successful verification, so as to process the game problem consultation information of the player account.

[0016] Thirdly, a computer device is provided, including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor executes the computer program to implement the steps of the above-mentioned secure access method for game customer service accounts.

[0017] Fourthly, a computer-readable storage medium is provided, which stores a computer program that, when executed by a processor, implements the steps of the above-described method for secure access to game customer service accounts.

[0018] In the above-described method, device, equipment, and medium for secure access to game customer service accounts, the following steps are taken: receiving game-related inquiry information submitted by a player account; generating a corresponding target service ticket; allocating the service ticket to a target customer service terminal; allowing the target customer service terminal to determine whether player account login is required based on the service ticket; in response to determining that player account login is required, sending an account access authorization request to the player account; receiving an authorization response instruction returned by the player account based on the access authorization request, and extracting the access permission status and access validity period from the authorization response instruction; in response to the access permission status being authorized access status, generating a one-time temporary access credential bound to the target service ticket, the target customer service terminal, and the player account, and sending the one-time temporary access credential to the target customer service terminal, enabling the target customer service terminal to initiate a temporary login request to the player account based on the one-time temporary access credential; verifying the identity of the target customer service terminal based on the temporary login request, and allowing the target customer service terminal to log in to the player account after successful verification to process the game-related inquiry information of the player account. Attached Figure Description

[0019] To more clearly illustrate the technical solutions of the embodiments of this application, the drawings used in the embodiments will be briefly introduced below. Obviously, the drawings described below are only some embodiments of this application. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort.

[0020] Figure 1 A schematic flowchart of a method for secure access to a game customer service account according to an embodiment of this application is shown.

[0021] Figure 2 A schematic flowchart of step S101 in a game customer service account secure access method according to an embodiment of this application is shown.

[0022] Figure 3 A schematic flowchart of a method for secure access to a game customer service account according to yet another embodiment of this application is shown.

[0023] Figure 4 A schematic flowchart of a method for secure access to a game customer service account according to yet another embodiment of this application is shown.

[0024] Figure 5 A schematic flowchart of step S102 in a game customer service account secure access method according to an embodiment of this application is shown.

[0025] Figure 6A block diagram of a game customer service account secure access device according to an embodiment of this application is shown.

[0026] Figure 7 A block diagram of a computer device according to one embodiment of this application is shown. Detailed Implementation

[0027] To better understand the technical solution of this application, the embodiments of this application will be described in detail below with reference to the accompanying drawings.

[0028] It should be understood that the described embodiments are merely some, not all, of the embodiments in this application. All other embodiments obtained by those skilled in the art based on the embodiments in this application without inventive effort are within the scope of protection of this application.

[0029] The terminology used in the embodiments of this application is for the purpose of describing particular embodiments only and is not intended to be limiting of this application. The singular forms “a,” “the,” and “the” used in the embodiments of this application and the appended claims are also intended to include the plural forms unless the context clearly indicates otherwise.

[0030] The following detailed description of some embodiments of this application is provided in conjunction with the accompanying drawings. Unless otherwise specified, the following embodiments and features can be combined with each other.

[0031] Please see Figure 1 , Figure 1 A schematic flowchart of a method for secure access to a game customer service account according to an embodiment of this application is shown.

[0032] like Figure 1 As shown, a method for secure access to a game customer service account according to an embodiment of this application includes the following steps: Step S101: Receive game problem inquiry information submitted by player account, generate corresponding target service ticket, and assign the service ticket to target customer service terminal so that the target customer service terminal can determine whether to log in to player account based on the target service ticket; Game problem inquiry information: refers to the relevant information submitted by players to customer service regarding various anomalies or questions that occur in the game. It includes core content such as player account identification, problem description and problem-related screenshots or logs, which is the basis for customer service to locate and resolve problems.

[0033] Target Service Order: A standardized service order generated by the customer service server for player inquiries. It contains a unique identifier code and is associated with the player's account level, account registration duration, and historical service records. It is used to coordinate and track the entire customer service process.

[0034] Target customer service terminal: refers to the customer service personnel operation terminal matched by the customer service server based on the work order attributes, which has the corresponding service capabilities and serves as the carrier for customer service to carry out problem handling work.

[0035] like Figure 2 As shown, in one embodiment, optionally, step S101 includes: Step S201: Receive game problem inquiry information submitted by the player terminal through at least one of the following channels: online customer service portal, in-game feedback module, official customer service email, and customer service hotline interface. The game problem inquiry information includes player account identifier, problem description, and problem-related screenshots or logs. Step S202: Generate a target service ticket including a unique identifier code for the game problem consultation information. The target service ticket is associated with the player's account level, account registration duration, and historical service records. Step S203: Based on the business permissions, service expertise, and current work order load of each customer service terminal, the target service work order is automatically assigned to the matching target customer service terminal.

[0036] In this step, the customer service server first receives game-related inquiries submitted by players through at least one of the following channels: online customer service portal, in-game feedback module, official customer service email, and customer service hotline interface, ensuring coverage of players' feedback needs across multiple scenarios. Next, a target service ticket with a unique identifier is generated for each inquiry. This ticket is linked to information such as the player's account level, registration duration, and historical service records, allowing customer service to quickly understand the player's account background. Finally, based on each customer service terminal's business permissions, service expertise (such as expertise in item loss issues, character lag issues, etc.), and current ticket load, the target service ticket is automatically assigned to a matching target customer service terminal, ensuring that the ticket is handled by a professional customer service representative with available time. Customer service representatives can then make a preliminary judgment based on the ticket information to determine whether logging into the player's account is necessary to resolve the issue.

[0037] This process achieves two goals: firstly, the multi-channel consultation reception model breaks down the limitations of feedback scenarios, allowing players to submit questions anytime, anywhere, thus improving the convenience and enthusiasm of player inquiries; secondly, the generation of standardized target service tickets enables the standardized management of consultation information, while the intelligent ticket allocation based on customer service capabilities and workload ensures the professionalism and balance of customer service, avoiding uneven workloads for customer service staff, and allows customer service staff to grasp account background information in advance, laying the foundation for subsequent problem analysis, effectively improving the efficiency of ticket processing and the accuracy of initial problem analysis.

[0038] Step S102: In response to determining that a player account needs to be logged in, an account access authorization request is sent to the player account; Account access authorization request: This refers to the notification pushed to the player's terminal by the customer service server when it determines that the player needs to log in to their account to resolve the issue. It is used to request temporary access to the account and is the core interactive credential to protect the player's control over their account.

[0039] Once the customer service server receives a determination from the target customer service terminal that a player's account needs to be logged in to resolve the issue, it will immediately generate an account access authorization request. This request will clearly include the customer service representative's identity information, the reason for access, and the estimated access duration, ensuring that the player is fully aware of the key authorization information. Subsequently, the customer service server will push the authorization request to the player's terminal bound to the player's account through at least one of the following methods: push notification, SMS notification, or email reminder, ensuring that the player can receive and process the authorization request in a timely manner.

[0040] This step implements a pre-authorization mechanism for customer service to access player accounts. Compared to the traditional model where customer service directly obtains account passwords or forcibly enters accounts from the backend, this not only respects players' control over their own accounts and their right to know, allowing players to take the initiative in accessing their accounts, but also eliminates players' concerns about authorization by clearly informing them of the customer service representative's identity, the reason for access, and the duration, thereby increasing players' trust in customer service. At the same time, it also sets a preliminary boundary for regulating customer service access behavior in the future.

[0041] Step S103: Receive the authorization response instruction returned by the player account based on the account access authorization request, and extract the access permission status and access validity period from the authorization response instruction.

[0042] Authorization response instruction: This refers to the instruction returned by the player to the customer service server through the player's terminal after receiving and viewing the account access authorization request. It is the player's explicit response to the account access request.

[0043] Access Permission Status: The core status information in the authorization response command, which is divided into authorized access status and denied access status, directly determining whether the customer service server can continue to advance the account access process.

[0044] Access validity period: refers to the time range within which a player allows customer service to access their account. This can be customized by the player, or the system default duration will be used if no customization is made. It is a key parameter for controlling the timeliness of customer service access.

[0045] The customer service server receives authorization response instructions from player accounts in real time based on authorization requests. Before retrieving the access permission status and access validity period from the instructions, it first verifies the legality of the player's operation through a preset identity verification mechanism to ensure that the authorization operation was performed by the player himself. If the player has not customized the access validity period in the authorization response instructions, the customer service server will automatically use the system default of 10-60 minutes as the validity period for this access. If the player has customized it, the player's set duration will be used, and the permission status and time limit information will be stored and recorded synchronously.

[0046] The identity verification process effectively prevents the risk of unauthorized use of accounts, further strengthening account security. The precise extraction and storage of access permission status and validity period not only ensures strict adherence to the player's authorization intentions and guarantees the player's absolute control over account access, but also provides a core basis for generating time-limited access credentials. This sets a security boundary for account access from a time perspective, avoiding the security risks of unlimited access.

[0047] Step S104: In response to the access permission status being an authorized access status, a one-time temporary access credential is generated that is bound to the target service ticket, the target customer service terminal, and the player account. The one-time temporary access credential is then sent to the target customer service terminal so that the target customer service terminal can initiate a temporary login request to the player account based on the one-time temporary access credential.

[0048] One-time temporary access credential: A login credential generated by the customer service server, with exclusive binding attributes and time limits. It is constructed using an asymmetric encryption algorithm and includes a work order identifier segment, a customer service terminal identifier segment, a player account identifier segment, and a time limit control segment. It is the only credential for customer service to temporarily log in to a player account.

[0049] One-time temporary access credentials include the following characteristics: The credentials are unique, generated using a high-strength encryption algorithm, and cannot be forged or copied; The voucher has an expiration date; it is valid within the period set by the player or the system default, and will automatically expire after that period. The voucher is for one-time use only; it expires immediately after use and cannot be reused. The voucher is linked to a specific customer service representative, a specific player account, or a specific work order, and cannot be transferred or used. The credentials are presented as a secure link or token, which customer service can use to log in to the player's game account without a password.

[0050] Asymmetric encryption algorithm: An encryption technique that uses different keys for encryption and decryption, which can ensure the security of the certificate generation and transmission process and prevent the certificate from being tampered with or cracked.

[0051] Work order identifier segment / customer service terminal identifier segment / player account identifier segment / time limit control segment: These are the four core data segments that constitute the temporary access credential. They are respectively bound to the target service work order, the target customer service terminal, the player account, and control the access duration, so as to realize the exclusive and time limit control of the credential.

[0052] After recognizing that the access permission status in the player's authorization response command is authorized, the customer service server will generate a one-time temporary access credential using an asymmetric encryption algorithm. This credential includes a work order identifier segment, a customer service terminal identifier segment, a player account identifier segment, and a time expiration control segment, achieving a strong binding with the target service work order, the target customer service terminal, and the player account. At the same time, this credential is only valid within the access validity period set by the player or the system default, and only supports association verification with the bound target customer service terminal, and cannot be used across terminals or work orders. After the credential is generated, the customer service server will immediately send it to the corresponding target customer service terminal, and the customer service representative can use this credential to initiate a temporary login request for the player account to the server.

[0053] In the above scheme, the application of asymmetric encryption algorithms ensures the security of temporary access credentials from a technical perspective, preventing the credentials from being cracked or forged. The strong binding of credentials to work orders, customer service terminals, and player accounts, as well as the one-time and time-limited attributes, fundamentally eliminates risks such as account password leakage, credential reuse, and cross-permission access. Compared with the traditional account password sharing model, this significantly improves the security of account access. At the same time, the targeted sending of credentials and the exclusive verification mechanism ensure precise control of access permissions and avoid the abuse of permissions.

[0054] Step S105: Based on the temporary login request from the target customer service terminal, verify the identity of the target customer service terminal, and allow the target customer service terminal to log in to the player's account after successful verification, so as to process the game problem consultation information of the player's account.

[0055] Temporary login request: refers to the request initiated by the target client terminal to the client server to log in to the player's account based on temporary access credentials. It is the trigger signal to start the account login process.

[0056] Identity verification: The process by which the customer service server verifies the legitimacy of the customer service terminal's login application is used to confirm the terminal's identity and the validity of its credentials. It is a key checkpoint for ensuring account access security.

[0057] Preset operation permissions: These refer to the scope of operations that the customer service server defines for the customer service terminal of the logged-in account. They only include necessary operations for problem diagnosis and repair and are the core mechanism for limiting the boundaries of customer service operations.

[0058] After receiving a temporary login request from a target client terminal, the client service server extracts temporary access credentials and information such as the client terminal's hardware and network identifiers from the request. It then verifies the credentials' validity (whether they are within the validity period), integrity (whether any data segments are missing), and binding relationship with the client terminal identifier. Only after all verifications are passed is the identity verification deemed successful. After successful verification, the client service server assigns preset operation permissions to the logged-in target client terminal. These permissions only include necessary operations for problem diagnosis and repair, and prohibit sensitive operations such as deleting characters, transferring large amounts of virtual assets, and modifying account security information. At the same time, it pushes an account access status indicator to the player's terminal, allowing the player to know the account access status in real time. After the target client terminal resolves the problem, a one-time temporary access credential expiration mechanism is automatically triggered, terminating the client's account access permissions.

[0059] A multi-dimensional identity verification mechanism constructs a security barrier for account login, effectively blocking login attempts from unauthorized terminals and ensuring the security of the account login process. The pre-defined operation permissions ensure that customer service can carry out problem diagnosis and repair work normally, while also avoiding account asset risks caused by malicious or accidental operations by customer service. Real-time push notifications of account access status ensure players' right to know, and the automatic expiration mechanism of credentials realizes the revocation of permissions after use, further eliminating the security risks of permission retention, while also allowing customer service to focus on problem handling and improve problem-solving efficiency.

[0060] like Figure 3 As shown, in one embodiment, optionally, the method further includes: Step S301: Monitor the access data of the target customer service terminal to the player account, wherein the access data includes at least one of the following: operation behavior, operation frequency and account data changes.

[0061] Step S302: Perform a risk assessment based on the access data, and issue an early warning if the risk assessment result indicates the presence of abnormal operations. The abnormal operations include at least one of the following: The number of times the target customer service terminal accesses player accounts within a preset time is greater than or equal to a preset number; The operation is outside the scope of the operation corresponding to the game problem consultation information; The player's account asset data has been abnormally altered.

[0062] Access data: refers to the customer service server's real-time collection of customer service operations and account status data during customer service access to player accounts. It is the core data source for risk assessment, including operation behavior (such as clicked interfaces and executed instructions), operation frequency (such as the number of operations in a short period of time), and account data changes (such as changes in the quantity of virtual currency and items).

[0063] Risk assessment: The customer service server performs a security assessment of access data based on preset risk rules to identify whether there are any security risks in customer service operations.

[0064] Early warning handling: refers to the risk control measures taken by the server after it determines that abnormal operation has occurred. It is an emergency measure to block illegal operation and reduce account losses.

[0065] Abnormal operations: These include violations or high-risk operations such as the number of times the target customer service terminal accesses a player's account within a preset time period being greater than or equal to a preset number, the operation behavior exceeding the operation scope corresponding to the game problem consultation information, and abnormal changes in the player's account asset data.

[0066] Throughout the entire process of the target customer service terminal accessing the player's account, the customer service server will continuously monitor its access data, covering dimensions such as operational behavior, operation frequency, and changes in account data. Subsequently, the server will analyze the collected access data in real time based on a preset risk assessment model. If abnormal operations are detected, such as the number of times the target customer service terminal accesses the player's account within a preset time is greater than or equal to a preset number, the operational behavior exceeds the operation scope corresponding to the current consultation question (such as frequently checking account security information while dealing with lost items), or abnormal changes occur in the player's account asset data (such as a large decrease in virtual currency), an early warning will be triggered immediately. Measures that can be taken include restricting the customer service terminal's operation permissions, forcibly logging out of the account, and sending alarm information to the administrator terminal.

[0067] In this way, real-time access data monitoring and risk assessment enable dynamic supervision of customer service account access behavior, changing the vulnerability of no control after authorization in the traditional model; and timely early warning and handling of abnormal operations can block illegal or high-risk operations at the first time, minimizing security risks such as account theft and asset loss, while also effectively constraining customer service operations, standardizing customer service behavior, and further strengthening the security defense line of the entire account access process.

[0068] like Figure 4 As shown, in one embodiment, optionally, the method further includes: Step S401: Record the entire process of the target customer service terminal accessing the player's account to obtain the recorded data.

[0069] Step S402: Use blockchain notarization or digital signature technology to prevent tampering with the recorded data and allow the player terminal to query the recorded data.

[0070] Recorded data: refers to the complete data retention of customer service servers throughout the entire process of customer service access to accounts, including access time, operation behavior trajectory, account data change details, etc., which is the core basis for tracing customer service operations and handling account disputes.

[0071] Blockchain-based evidence storage: This technology utilizes the decentralized and immutable characteristics of blockchain to store and solidify recorded data, ensuring the authenticity and integrity of the data.

[0072] Digital signature technology: This technology uses encryption to generate a unique signature for recorded data, which is used to verify whether the data has been tampered with and can effectively protect the originality of the data.

[0073] In the above steps, the customer service server will comprehensively record the entire process of the target customer service terminal accessing the player's account, forming a complete record data including access time, operation behavior trajectory, account data change details, etc.; then, blockchain notarization or digital signature technology will be used to prevent tampering of the recorded data, ensuring that the data will not be maliciously modified from generation to storage; at the same time, query permissions will be opened, allowing the player terminal to retrieve and view the recorded data at any time, realizing the openness and transparency of the data.

[0074] In this way, on the one hand, the recording of the entire process of accessing data enables the traceability of customer service operations. In the event of subsequent account disputes or problems, the operation process can be quickly reconstructed and responsibilities can be determined through the recorded data. On the other hand, the application of blockchain notarization or digital signature technology technically eliminates the possibility of data tampering, ensuring the legal validity and credibility of the recorded data. Furthermore, granting players access to query information not only satisfies their right to know about account operations but also allows them to supervise customer service, further enhancing the transparency and credibility of the service.

[0075] like Figure 5 As shown, in one embodiment, optionally, step S102 includes: Step S501: In response to determining that a player account needs to be logged in, an account access authorization request is generated, wherein the account access authorization request includes the customer service identity information of the target customer service terminal, the reason for access, and the expected access duration; Step S502: The account access authorization request is pushed to the player terminal bound to the player account through at least one of the following methods: message push, SMS notification, and email reminder.

[0076] Push notifications: In-game notifications sent to players' devices via the game client and official app, characterized by timely delivery.

[0077] SMS notification: An authorization request SMS sent to the player's linked mobile phone number, applicable when the player is not logged into the game or app.

[0078] Email notification: Authorization request emails sent to the player's registered email address can be saved as authorization records for the player's future reference.

[0079] When the customer service server confirms that a player's account needs to be logged in, it will automatically generate a standardized account access authorization request. The request must clearly indicate the customer service representative's identity information (including employee ID and group), the specific reason for access (such as investigating the issue of XX item not being delivered), and the estimated access duration, ensuring that the player can clearly understand the core information of the authorization. In terms of push channel selection, the server will simultaneously enable at least one of the following methods: push notifications from the player's terminal, SMS notifications, and email reminders, giving priority to in-site push notifications. If no response is received from the player, SMS and email reminders will be supplemented to ensure that the authorization request is received by the player in a timely manner.

[0080] In this way, standardized authorization request content eliminates the information gap for players regarding authorization behavior and increases their trust in customer service; multi-channel push mechanism maximizes the reach of authorization requests and avoids delays in the authorization process due to the failure of a single channel; at the same time, clear notification of access duration allows players to anticipate the time their account will be occupied, increasing their acceptance and cooperation with the authorization process.

[0081] In one embodiment, optionally, generating a one-time temporary access credential bound to the target service ticket, the target customer service terminal, and the player account includes: The one-time temporary access credential is generated using an asymmetric encryption algorithm. The one-time temporary access credential includes a work order identifier segment, a customer service terminal identifier segment, a player account identifier segment, and a time expiration control segment. The one-time temporary access credential is only valid within the access validity period and can only be used for association verification with the bound target customer service terminal.

[0082] Asymmetric encryption algorithm: An encryption technology that uses different keys (public key for encryption and private key for decryption) for encryption and decryption. It has high security and can effectively prevent credentials from being cracked or tampered with.

[0083] Work Order Identifier: A feature field in the temporary access credential used to associate the corresponding service work order, ensuring that the credential is only used to handle the issue corresponding to this work order.

[0084] Customer service terminal identifier field: A field in the credential that binds the hardware / network identifier of the target customer service terminal, restricting the credential to be used only on the specified customer service terminal.

[0085] Player account identifier field: A unique field in the credentials that is associated with the player account, ensuring that the credentials can only access the specified player account.

[0086] Time-limited control section: A field in the voucher used to control the validity period of access. It has a built-in time threshold, and the voucher will automatically expire after the time limit is exceeded.

[0087] The customer service server uses asymmetric encryption algorithms such as RSA to generate a one-time temporary access credential. The credential structure consists of four core fields: a ticket identifier field associated with the current target service ticket, a customer service terminal identifier field bound to the specified customer service terminal, a player account identifier field locked to the corresponding player account, and a time limit control field embedded with the access validity period confirmed by the player. The generated credential has strict usage restrictions. It can only be verified within the set access validity period and can only be associated with the bound target customer service terminal. It cannot be reused across terminals, accounts, or tickets, nor can it be used after the timeout.

[0088] The application of asymmetric encryption algorithms provides strong security protection for credentials, eliminating the possibility of credentials being cracked or forged from a technical perspective; the multi-dimensional field binding design realizes personalized management of credentials, completely avoiding the risk of credentials being abused; and the embedded time-limited control segment sets clear time boundaries for account access, ensuring that customer service permissions expire and further strengthening the security defense of account access.

[0089] In one embodiment, optionally, after successful verification, the target customer service terminal is allowed to log in to the player's account to process game-related inquiry information from the player's account, including: Assign preset operation permissions to the target customer service terminal after login. The preset operation permissions only include the necessary operations for problem diagnosis and repair. The system pushes an account access status identifier to the player's terminal and automatically triggers the expiration mechanism of the one-time temporary access credential after the target customer service terminal has resolved the issue.

[0090] Preset operation permissions: The customer service server defines the operation scope for the customer service terminal of the logged-in account, only opening up diagnostic and repair functions related to the current problem, and blocking sensitive operation permissions.

[0091] Account access status indicator: A visual prompt pushed to the player's terminal (such as a floating watermark on the game interface or a pop-up reminder) to inform the player that their account is being accessed by customer service.

[0092] Invalidation mechanism: The credential invalidation process triggered by the customer service server after the problem is resolved can forcibly terminate the customer service account's access permissions.

[0093] After the customer service terminal verifies and logs in to the player's account, the customer service server will immediately assign it preset operation permissions. These permissions only include necessary diagnostic and repair operations related to the current inquiry. For example, when dealing with lost items, only the permissions for item querying and reissue are allowed, while sensitive operations such as deleting characters, modifying security questions, and transferring large amounts of virtual assets are blocked. At the same time, the server will push an account access status indicator to the player's terminal so that the player is aware of the account's access status in real time. When the customer service representative reports that the problem has been resolved or the access time limit has been reached, the server will automatically trigger a one-time temporary access credential expiration mechanism, forcibly revoking the customer service representative's account access permissions. The expired credential cannot be used to log in again.

[0094] In this way, the refined allocation of permissions not only ensures that customer service can carry out problem handling work normally, but also avoids account risks caused by malicious or accidental operations by customer service. The push notification of account access status ensures players' right to know and allows them to monitor their account status in real time. The automatic expiration mechanism of credentials realizes closed-loop management of permissions, avoids the security risks of permission retention, and also urges customer service to complete problem handling efficiently, thereby improving service efficiency.

[0095] The following technical effects can be achieved through the above-described technical solution of the present invention: 1) Significantly improved account security: Players do not need to provide their account password to customer service, fundamentally eliminating the risk of password leakage; temporary access credentials use a high-strength encryption algorithm and have unique, time-limited and one-time characteristics, so even if the credentials are intercepted, they cannot be abused.

[0096] 2) Traceable Operational Responsibility: Each visit is linked to a specific customer service representative and a specific work order, and all operational behaviors are fully recorded, achieving full traceability of customer service operations; when an account abnormality occurs, the responsible person can be quickly located, avoiding the problem of unclear responsibility in the traditional method.

[0097] 3) Player authorization is proactive and controllable: Access to an account requires explicit authorization from the player, respecting the player's privacy and control rights; players can view authorization details and set access time limits, enhancing their sense of control over account security.

[0098] 4) Improved service efficiency: Customer service representatives can directly log in to player accounts to handle issues without requiring players to be online, thus improving problem-solving efficiency; temporary access credentials are generated instantly, making the process simple and quick, and shortening service response time.

[0099] 5) Robust risk control: Multiple security measures, such as operation permission restrictions, abnormal behavior monitoring, and real-time early warning mechanisms, have been implemented to the greatest extent possible to prevent risks that may occur during customer service access; data recording uses anti-tampering technology to ensure the impartiality of the audit.

[0100] 6) Wide range of applicable scenarios: This invention is not only applicable to web game customer service scenarios, but can also be extended to e-commerce platforms, financial services, online education and other scenarios that require service personnel to temporarily access user accounts, and has good versatility and scalability.

[0101] In summary, this invention, through its innovative temporary authorization mechanism, achieves multiple technological breakthroughs in ensuring account security, clarifying operational responsibilities, and improving service efficiency, providing a reliable, efficient, and traceable technical solution for account security management in the online service industry.

[0102] Figure 6 A block diagram of a game customer service account secure access device according to an embodiment of this application is shown.

[0103] like Figure 6 As shown, in a second aspect, embodiments of this application provide a secure access device 60 for game customer service accounts, comprising: The generation module 61 is used to receive game problem consultation information submitted by player accounts, generate corresponding target service tickets, and assign the service tickets to target customer service terminals so that the target customer service terminals can determine whether to log in to the player account based on the target service tickets. Request module 62 is used to send an account access authorization request to the player account in response to determining that the player account needs to be logged in; Extraction module 63 is used to receive the authorization response instruction returned by the player account according to the account access authorization request, and extract the access permission status and access validity period from the authorization response instruction; The sending module 64 is used to generate a one-time temporary access credential bound to the target service ticket, the target customer service terminal, and the player account in response to the access permission status being an authorized access status, and to send the one-time temporary access credential to the target customer service terminal so that the target customer service terminal can initiate a temporary login request to the player account based on the one-time temporary access credential; The processing module 65 is used to authenticate the target customer service terminal based on the temporary login request of the target customer service terminal, and allow the target customer service terminal to log in to the player account after successful authentication in order to process the game problem consultation information of the player account.

[0104] Thirdly, a computer device is provided, including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor executes the computer program to implement the steps of the above-mentioned secure access method for game customer service accounts.

[0105] Fourthly, a computer-readable storage medium is provided, which stores a computer program that, when executed by a processor, implements the steps of the above-described method for secure access to game customer service accounts.

[0106] It should be noted that those skilled in the art will understand that, for the sake of convenience and brevity, the specific working process of the game customer service account security access device and each module described above can be referred to the corresponding process in the aforementioned game customer service account security access method embodiment, and will not be repeated here.

[0107] It should be noted that those skilled in the art will understand that, for the sake of convenience and brevity, the specific working process of the model training device and each module described above can be referred to the corresponding process in the aforementioned embodiment of the game customer service account secure access method, and will not be repeated here.

[0108] The aforementioned game customer service account security access device can be implemented as a computer program, which can, for example... Figure 7 It runs on the computer device shown.

[0109] Figure 7 A block diagram of a computer device according to one embodiment of this application is shown.

[0110] See Figure 7 The computer device includes a processor, memory, and network interface connected via a system bus, wherein the memory may include storage media and internal memory.

[0111] The storage medium may store an operating system and a computer program. The computer program includes program instructions that, when executed, cause the processor to perform any of the multi-source data secure access methods for game customer service accounts provided in the embodiments of this application.

[0112] The processor provides computing and control capabilities, supporting the operation of the entire computer device.

[0113] The internal memory provides an environment for the execution of computer programs stored in the storage medium. When executed by a processor, these programs can enable the processor to perform methods for analyzing the transmission paths of any infectious disease or training predictive neural networks. The storage medium can be non-volatile or volatile.

[0114] This network interface is used for network communication, such as sending assigned tasks. Those skilled in the art will understand that... Figure 7The structure shown is merely a block diagram of a portion of the structure related to the present application and does not constitute a limitation on the computer device to which the present application is applied. Specific computer devices may include more or fewer components than those shown in the figure, or combine certain components, or have different component arrangements.

[0115] It should be understood that the processor can be a Central Processing Unit (CPU), but it can also be other general-purpose processors, digital signal processors (DSPs), application-specific integrated circuits (ASICs), field-programmable gate arrays (FPGAs), or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc. Among these, a general-purpose processor can be a microprocessor or any conventional processor.

[0116] In addition, embodiments of this application provide a computer-readable storage medium storing computer-executable instructions for performing the steps described in the first aspect embodiment.

[0117] It should be noted that the functions or steps that can be implemented by the computer-readable storage medium or electronic device described above can be referred to the relevant descriptions in the foregoing method embodiments. To avoid repetition, they will not be described one by one here.

[0118] It should be understood that the term "and / or" used in this article is merely a description of the relationship between related objects, indicating that three relationships can exist. For example, A and / or B can represent: A existing alone, A and B existing simultaneously, and B existing alone. Additionally, the character " / " in this article generally indicates that the preceding and following related objects have an "or" relationship.

[0119] It should be understood that although the terms "first," "second," etc., may be used to describe the setting units in the embodiments of this application, these setting units should not be limited to these terms. These terms are only used to distinguish the setting units from each other. For example, without departing from the scope of the embodiments of this application, the first setting unit may also be referred to as the second setting unit, and similarly, the second setting unit may also be referred to as the first setting unit.

[0120] Depending on the context, the word "if" as used here can be interpreted as "when," "when," "in response to determination," or "in response to detection." Similarly, depending on the context, the phrase "if determination" or "if detection (of the stated condition or event)" can be interpreted as "when determination," "in response to determination," "when detection (of the stated condition or event)," or "in response to detection (of the stated condition or event)."

[0121] In the several embodiments provided in this application, it should be understood that the disclosed systems, apparatuses, and methods can be implemented in other ways. For example, the apparatus embodiments described above are merely illustrative; for instance, the division of units is only a logical functional division, and in actual implementation, there may be other division methods. For example, multiple units or components may be combined or integrated into another system, or some features may be ignored or not executed. Furthermore, the coupling or direct coupling or communication connection shown or discussed may be through some interfaces; the indirect coupling or communication connection between apparatuses or units may be electrical, mechanical, or other forms.

[0122] Furthermore, the functional units in the various embodiments of this application can be integrated into one processing unit, or each unit can exist physically separately, or two or more units can be integrated into one unit. The integrated unit can be implemented in hardware or in a combination of hardware and software functional units.

[0123] Those skilled in the art will understand that all or part of the processes in the methods of the above embodiments can be implemented by a computer program instructing related hardware. The computer program can be stored in a non-volatile computer-readable storage medium. When executed, the computer program can include the processes of the embodiments of the above methods. Any references to memory, storage, databases, or other media used in the embodiments provided in this application can include non-volatile and / or volatile memory. Non-volatile memory may include read-only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM), or flash memory. Volatile memory may include random access memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in a variety of forms, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), dual data rate SDRAM (DDRSDRAM), enhanced SDRAM (ESDRAM), synchronous link DRAM (SLDRAM), RAMbus direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM), etc.

[0124] The above-described embodiments are only used to illustrate the technical solutions of the present invention, and are not intended to limit it. Although the present invention has been described in detail with reference to the foregoing embodiments, those skilled in the art should understand that modifications can still be made to the technical solutions described in the foregoing embodiments, or equivalent substitutions can be made to some of the technical features. Such modifications or substitutions do not cause the essence of the corresponding technical solutions to deviate from the spirit and scope of the technical solutions of the embodiments of the present invention, and should all be included within the protection scope of the present invention.

Claims

1. A method for secure access to a game customer service account, characterized in that, For use with a client service server, the method includes: The system receives game-related inquiries from player accounts, generates corresponding target service tickets, and assigns these service tickets to target customer service terminals. The target customer service terminals then determine whether or not it is necessary to log in to the player's account based on the target service tickets. In response to determining that a player account needs to be logged in, an account access authorization request is sent to the player account; Receive the authorization response instruction returned by the player account based on the account access authorization request, and extract the access permission status and access validity period from the authorization response instruction; In response to the access permission status being an authorized access status, a one-time temporary access credential is generated and bound to the target service ticket, the target customer service terminal, and the player account. The one-time temporary access credential is then sent to the target customer service terminal so that the target customer service terminal can initiate a temporary login request to the player account based on the one-time temporary access credential. Based on the temporary login request from the target customer service terminal, the target customer service terminal is authenticated, and after successful authentication, the target customer service terminal is allowed to log in to the player's account to process game-related inquiries from the player's account.

2. The method according to claim 1, characterized in that, The method further includes: Monitor the access data of the target customer service terminal to the player account, wherein the access data includes at least one of the following: operation behavior, operation frequency and account data changes; A risk assessment is performed based on the access data, and an early warning is issued when the risk assessment result indicates the presence of abnormal operations. The abnormal operations include at least one of the following: The number of times the target customer service terminal accesses player accounts within a preset time is greater than or equal to a preset number; The operation is outside the scope of the operation corresponding to the game problem consultation information; The player's account asset data has undergone abnormal changes.

3. The method according to claim 2, characterized in that, The method further includes: Record the entire process of the target customer service terminal accessing the player's account to obtain the recorded data; Blockchain-based notarization or digital signature technology is used to prevent tampering with the recorded data, and the player's terminal is allowed to query the recorded data.

4. The method according to claim 1, characterized in that, The process of receiving game-related inquiries from player accounts, generating corresponding target service tickets, and assigning these service tickets to target customer service terminals includes: The system receives game-related inquiry information submitted by players through at least one of the following channels: online customer service portal, in-game feedback module, official customer service email, and customer service hotline interface. The game-related inquiry information includes player account identifier, problem description, and relevant screenshots or logs. Generate a target service ticket with a unique identifier for the game-related inquiry information. The target service ticket is associated with the player's account level, account registration duration, and historical service records. Based on the business permissions, service expertise, and current work order load of each customer service terminal, the target service work order is automatically assigned to the matching target customer service terminal.

5. The method according to claim 1, characterized in that, In response to determining that a player account needs to be logged in, an account access authorization request is sent to the player account, including: In response to determining that a player account needs to be logged in, an account access authorization request is generated, wherein the account access authorization request includes the customer service identity information of the target customer service terminal, the reason for access, and the expected access duration; The account access authorization request is pushed to the player terminal of the bound player account through at least one of the following methods: message push, SMS notification, and email reminder.

6. The method according to claim 1, characterized in that, The generation of a one-time temporary access credential bound to the target service ticket, the target customer service terminal, and the player account includes: The one-time temporary access credential is generated using an asymmetric encryption algorithm. The one-time temporary access credential includes a work order identifier segment, a customer service terminal identifier segment, a player account identifier segment, and a time expiration control segment. The one-time temporary access credential is only valid within the access validity period and can only be used for association verification with the bound target customer service terminal.

7. The method according to claim 1, characterized in that, After successful verification, the target customer service terminal is allowed to log in to the player's account to process game-related inquiries from the player's account, including: Assign preset operation permissions to the target customer service terminal after login. The preset operation permissions only include the necessary operations for problem diagnosis and repair. The system pushes an account access status identifier to the player's terminal and automatically triggers the expiration mechanism of the one-time temporary access credential after the target customer service terminal has resolved the issue.

8. A secure access device for game customer service accounts, characterized in that, For customer service servers, the device includes: The generation module is used to receive game problem inquiry information submitted by player accounts, generate corresponding target service tickets, and assign the service tickets to target customer service terminals so that the target customer service terminals can determine whether to log in to the player account based on the target service tickets. The request module is used to send an account access authorization request to the player account in response to the determination that the player account needs to be logged in; The extraction module is used to receive the authorization response instruction returned by the player account according to the account access authorization request, and extract the access permission status and access validity period from the authorization response instruction; The sending module is configured to, in response to the access permission status being an authorized access status, generate a one-time temporary access credential bound to the target service ticket, the target customer service terminal, and the player account, and send the one-time temporary access credential to the target customer service terminal, so that the target customer service terminal initiates a temporary login request to the player account based on the one-time temporary access credential; The processing module is used to verify the identity of the target customer service terminal based on the temporary login request of the target customer service terminal, and allow the target customer service terminal to log in to the player account after successful verification, so as to process the game problem consultation information of the player account.

9. A computer device, characterized in that, include: At least one processor; And, a memory communicatively connected to the at least one processor; The memory stores instructions executable by the at least one processor, the instructions being configured to perform the method according to any one of claims 1 to 7.

10. A computer-readable storage medium, characterized in that, The device stores computer-executable instructions for performing the method as described in any one of claims 1 to 7.

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