Online assistance information processing method, device, storage medium and program product

Abstract

Embodiments of the present application provide an online assistance information processing method, device, storage medium and program product. In the method, a server establishes an assistance session according to an assistance request of a first user for a target service object, and adds an assistance terminal of a second user to the assistance session. The assistance terminal displays an assistance operation interface of the target service object according to the assistance session, the interface including at least one operation element associated with the target service object for operation by the second user. The server can execute processing logic corresponding to an object processing request sent by the assistance terminal according to the identity information of the first user on the target service object. The assistance session realizes online assistance of the second user to the first user, the assistance operation interface provides a specific operation interface for the second user, the assistance target is clear, the assistance operation threshold of the second user is reduced and the convenience of the assistance operation is improved, which is conducive to providing effective and efficient online assistance to the first user.

Description

Technical Field

[0001] This application relates to the field of Internet technology, and in particular to an online assistance information processing method, device, storage medium, and program product. Background Technology

[0002] With the increasing prevalence of online services, people are relying more and more on internet platforms in daily life scenarios such as shopping, paying bills, and traveling. However, for digitally disadvantaged groups, especially the elderly, there are still many operational barriers when using these online services. For example, in online shopping scenarios, whether it is registering an account, completing a payment, applying for a return or exchange, or contacting customer service, many elderly people often find it difficult to operate independently due to complex procedures, unclear instructions, or unfamiliarity with the interaction methods.

[0003] While some online service platforms have implemented "age-friendly" modifications, these modifications are mostly limited to the visual level, such as enlarging page fonts and buttons. Such modifications cannot effectively address the issue of online service workflows being unfriendly to digitally disadvantaged groups. Therefore, a new solution is needed. Summary of the Invention

[0004] This application provides an online assistance information processing method, device, storage medium, and program product to effectively provide online assistance functions to users seeking help.

[0005] This application provides an online assistance information processing method, comprising: receiving an assistance request sent by a first user through a help-seeking terminal, the assistance request corresponding to a target service object; establishing an assistance session corresponding to the assistance request, and adding an assistance terminal corresponding to a second user to the assistance session, the assistance terminal being used to: display an assistance operation interface of the target service object after joining the assistance session, the assistance operation interface including at least one operation element associated with the target service object; responding to an object processing request sent by the assistance terminal, and executing processing logic corresponding to the processing request on the target service object according to the identity information of the first user, the object processing request being initiated by the second user through any operation element on the assistance operation interface.

[0006] This application embodiment also provides an online assistance information processing method, including: receiving a session invitation information for an assistance session sent by a server, wherein the assistance session is established by the server based on an assistance request sent by a first user, and the assistance request corresponds to a target service object; responding to a second user's response to the session invitation information and joining the assistance session, so that the second user assists the first user in performing an operation related to the target service object through the assistance session; displaying an assistance operation interface of the target service object according to the assistance session, the assistance operation interface including at least one operation element associated with the target service object; and sending an object processing request to the server according to the second user's operation on any operation element on the assistance operation interface, so that the server executes processing logic corresponding to the processing request on the target service object according to the first user's identity information.

[0007] This application provides an online assistance information processing method, including: responding to a first user's request for help and determining a target service object; sending an assistance request to a server based on the target service object, wherein the assistance request is used to enable the server to establish an assistance session corresponding to the assistance request, and adding an assistance terminal corresponding to a second user to the assistance session, so that the second user can assist the first user in performing operations related to the target service object through the assistance session; the assistance terminal is used to: after joining the assistance session, display an assistance operation interface of the target service object, the assistance operation interface including at least one operation element associated with the target service object, and sending an object processing request to the server based on the second user's operation on any operation element on the assistance operation interface, so that the server can execute processing logic corresponding to the processing request on the target service object based on the first user's identity information.

[0008] This application also provides an electronic device, including: a memory and a processor; the memory is used to store one or more computer instructions; the processor is used to execute the one or more computer instructions to perform the steps in the method provided in this application.

[0009] This application also provides a computer-readable storage medium storing a computer program, which, when executed by a processor, can implement the steps in the method provided in this application.

[0010] This application also provides a computer program product, including: a computer program / instructions, which, when executed by a processor, can implement the steps in the method provided in this application.

[0011] In this embodiment, the server can establish an assistance session based on an assistance request initiated by a first user through a help-seeking terminal, and add a second user's help-seeking terminal to the assistance session. After joining the assistance session, the help-seeking terminal can display an assistance operation interface for the target service object. This interface includes at least one operation element associated with the target service object, allowing the second user to assist in processing the target service object. The server can respond to object processing requests sent by the help-seeking terminal and execute processing logic corresponding to the processing request for the target service object. Based on this implementation, online assistance from the second user to the first user is achieved through the assistance session. The assistance operation interface provides the second user with a dedicated interface, clearly defining the assistance objective, lowering the threshold for assistance operations for the second user, and improving the convenience of assistance operations, thereby facilitating effective and efficient online assistance to the first user. Attached Figure Description

[0012] The accompanying drawings, which are included to provide a further understanding of this application and form part of this application, illustrate exemplary embodiments and are used to explain this application, but do not constitute an undue limitation of this application. In the drawings: Figure 1 A schematic diagram of the structure of an online assistance system provided in an exemplary embodiment of this application; Figure 2a A schematic diagram illustrating the display of a help control on an order details page of the help-seeking client, provided as an exemplary embodiment of this application; Figure 2b A schematic diagram illustrating the display of help controls on a customer service dialogue page on the help-seeking end, provided as an exemplary embodiment of this application; Figure 2c This is a schematic diagram illustrating the assistance operation interface displayed on the dialogue page of the assistance terminal, provided as an exemplary embodiment of this application. Figure 3 A schematic diagram of the process for selecting assistants from volunteers is provided for an exemplary embodiment of this application; Figure 4 A schematic diagram of the interaction signaling of each component in the help-seeking terminal, the assistance terminal, and the server provided in an exemplary embodiment of this application; Figure 5 A flowchart illustrating the online assistance information processing method provided in an exemplary embodiment of this application when executed on the requesting end side; Figure 6 A flowchart illustrating the online assistance information processing method provided in an exemplary embodiment of this application when executed on the server side; Figure 7 A flowchart illustrating the online assistance information processing method provided in an exemplary embodiment of this application when executed on the assistance end side; Figure 8A schematic diagram of the structure of an electronic device provided in an exemplary embodiment of this application. Detailed Implementation

[0013] To make the objectives, technical solutions, and advantages of this application clearer, the technical solutions of this application will be clearly and completely described below in conjunction with specific embodiments and corresponding drawings. Obviously, the described embodiments are only a part of the embodiments of this application, and not all of them. Based on the embodiments in this application, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of this application.

[0014] The terminology used in the embodiments of this application is for the purpose of describing particular embodiments only and is not intended to limit the 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. “Multiple” generally includes at least two, but does not exclude the inclusion of at least one. “A plurality” generally includes at least two, but does not exclude the inclusion of at least one.

[0015] 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.

[0016] It should also be noted that the terms "comprising," "including," or any other variations thereof are intended to cover non-exclusive inclusion, such that a product or system that comprises a list of elements includes not only those elements but also other elements not expressly listed, or elements inherent to such a product or system. Without further limitation, an element defined by the phrase "comprising one..." does not exclude the presence of other identical elements in the product or system that includes said element.

[0017] In response to the technical problem that online platforms cannot truly solve the problem of online service operation processes being unfriendly to digitally disadvantaged groups, this application provides a solution in some embodiments. The technical solutions provided by the embodiments of this application are described in detail below with reference to the accompanying drawings.

[0018] Figure 1 This is a schematic diagram of the structure of an online assistance system 100 provided in an exemplary embodiment of this application. The online assistance system 100 may include, for example: Figure 1The diagram shows a help-seeking terminal 10, a server terminal 20, and an assistance terminal 30. The help-seeking terminal 10 and the assistance terminal 30 can be client applications held by different users on an online platform, such as an e-commerce platform, an online education platform, or an online medical consultation platform, etc. This embodiment does not impose any restrictions.

[0019] In the online assistance system 100, the help-seeking terminal 10 is mainly used for: detecting and responding to the help-seeking operation of the first user, determining the target service object, and sending an assistance request to the server based on the target service object. The help-seeking operation can be initiated by the first user through the human-machine interface provided by the help-seeking terminal 10. This human-machine interface may include at least one of the following: graphical user interface (GUI), text user interface (TUI), voice user interface (VUI), touch user interface (TUI), gesture user interface (Gestural UI), keyboard and mouse interface, and hardware controller; this embodiment does not impose any limitations. In this embodiment, the first user refers to a user who experiences operational difficulties while using the online services of the online platform. Such users are typically digitally disadvantaged groups, such as elderly users or visually impaired users. The target service object refers to the service carrier associated with the first user's request for assistance in the digital environment provided by the online platform; it is an information unit that can be perceived and manipulated by the assister. The target service object can be a carrier of rights already possessed by the first user on the online platform, or it can be the content currently being viewed. For example, the target service object could be a product browsed or a purchased order by the first user on an e-commerce platform, or a purchasable course or a purchased course order on an online education platform, or a registration slip or online consultation order on an online medical consultation platform, etc. This embodiment includes, but is not limited to, these. In some optional embodiments, the help-seeking terminal 10 can display a help-seeking control to provide the first user with an entry point for initiating a help-seeking operation. Figure 2a As shown, taking an order as the target service object as an example, the help-seeking terminal 10 can display a help control on the order details page; or, as shown... Figure 2b As shown, a help control is displayed on the customer service dialogue page; this embodiment is not limited to this. If the first user is detected to have made a request... Figure 2a or Figure 2b The triggering of the help control shown indicates that the first user's help request has been detected.

[0020] The server 20 is primarily used to: receive assistance requests sent by the first user through the assistance terminal 10, establish an assistance session corresponding to the request, and add the assistance terminal 30 corresponding to the second user to the assistance session. An assistance session is a carrier of the interaction context used in remote assistance scenarios to support a complete user request and assistance process. The lifecycle of an assistance session begins when the first user (the person seeking assistance) initiates the request and ends when assistance is completed, times out, or is actively terminated. The interaction context associated with the assistance session may include at least one piece of information such as the identity of the person seeking assistance, the identity of the assistant, the identifier of the target service object, the objective of the assistance task, the communication method and channel, authorization credentials, and operation history, to achieve secure, traceable, and context-coherent real-time collaboration. The second user refers to any user who can provide assistance to the first user; this could be a relative, friend, or volunteer, and this embodiment does not impose any restrictions. After establishing the assistance session, the server 20 can establish a correspondence between the first user's ID, the target service object's ID, and the assistance session. After the assisting end 30 joins the assistance session, the server 20 can establish a correspondence between the second user's ID and the assistance session. Then, the second user can utilize the interaction context and communication capabilities provided by the server 20 to assist the first user in performing operations related to the target service object. In some embodiments, the server 20 can send a session invitation message corresponding to the assistance session to the assisting end 30, and can add the assisting end 30 to the assistance session upon receiving a request from the assisting end 30 to join the assistance session in response to the session invitation information.

[0021] The assistance terminal 30 is used to: receive a session invitation message for an assistance session sent by the server 20, and respond to the second user's response to the session invitation message to join the assistance session. The assistance terminal 30 can display the assistance operation interface for the target service object based on the assistance session.

[0022] The session invitation information refers to structured data or messages used to notify the second user to join the assistance session. This structured data or message typically includes a link for responding to the session invitation information. In some embodiments, if the assistance terminal 30 detects that the second user accesses the link, it can determine that the second user has responded to the session invitation information. The assistance terminal 30 can automatically extract the session ID contained in the link and send a request to the server 20 to join the assistance session. In other embodiments, the link may point to an assistance invitation page. If the second user accesses the link, the assistance terminal 30 can display the assistance invitation page and show an entry point for joining the assistance session. If a triggering operation on this entry point is detected, the assistance terminal 30 can determine that the second user has responded to the session invitation information and can automatically extract the session ID contained in the link and send a request to the server 20 to join the assistance session.

[0023] Optionally, the session invitation message can be implemented as an in-system message pushed by server 20 to assistant 30, or it can be an SMS, email, or third-party instant messaging message sent by server 20 to the second user. The SMS, email, or third-party message contains a redirect code and a link for responding to the session invitation message. The redirect code is used to automatically open assistant 30 on the second user's terminal device, so that assistant 30 can initiate a request to join the assistance session with server 20.

[0024] The assistance interface displayed on the assistance terminal 30 may include at least one operation element associated with the target service object. An operation element refers to a visible area or control within the interface that can be actively triggered by the user, generating a response or state change. The assistance interface can be displayed on any page of the assistance terminal 30 in the form of a floating window or an embedded window. Figure 2c As shown, the assistance terminal 30 can display a floating window in the dialogue page between the second user and the first user, and display an assistance operation interface in the floating window. The assistance operation interface can include controls for handling after-sales tasks, such as return and refund, refund only, and price difference refund. The assistance terminal 30 can send an object processing request to the server 20 based on the second user's operation on any operation element on the assistance operation interface, so that the server 20 can execute the processing logic corresponding to the processing request for the target service object.

[0025] Server 20 can respond to object processing requests sent by assisting terminal 30 and execute processing logic corresponding to the processing request on the target service object based on the identity information of the first user. The identity information of the first user can be the registered ID of the first object on the online platform. In this implementation, server 20 can also execute processing logic corresponding to the processing request on the target service object using the identity information of the first user, based on the second user's operation on the target service object, so that the second user's operation takes effect on the first user, thereby realizing online assistance from the second user to the first user.

[0026] The type of request and corresponding processing operation varies depending on the category of the target service object. For example, in e-commerce applications, if the target service object is a completed order, the request can be an after-sales service request, a warranty request, etc., and the corresponding processing logic can be order processing logic, such as after-sales service logic or warranty processing logic. If the target service object is a product in a shopping cart, the request can be an order placement request or a request to view product details, and the corresponding processing logic can be product-specific processing logic, such as order placement logic or pushing product details pages. Similarly, in online education, if the target service object is a purchased live course, the request can be a live course replay request, and the corresponding processing logic can be live course replay logic. If the target service object is an unpurchased course, the request can be a pre-sales consultation request or a course details viewing request, and the corresponding processing logic can be server-side executable course consultation logic (e.g., server-side 20 notifying customer service to communicate with the first user by phone) or pushing course details pages, etc., and so on.

[0027] Based on this implementation, online assistance from a second user to a first user is achieved through an assistance session. A dedicated interface is provided for the second user, making the assistance objective clear, lowering the barrier to entry for the second user, and improving the convenience of the assistance process. This facilitates providing effective and efficient online assistance to the first user. In some optional embodiments, the server 20 can generate a full-process log recording of the first user's assistance request and the second user's operations on the order during the assistance process, facilitating subsequent traceability and auditing.

[0028] In some optional embodiments, after adding the assistance terminal 30 corresponding to the second user to the assistance session, the server 20 can also send a call request to the help-seeking terminal 10 and the assistance terminal 30 to establish a call connection between the first user and the second user. This call connection is used to enable the first user and the second user to have a real-time conversation. The help-seeking terminal 10 can receive the call request sent by the server 20 and respond to the first user's answering operation to establish a call connection with the second user. Correspondingly, the assistance terminal 30 can also receive the call request sent by the server 20 and respond to the second user's answering operation to establish a call connection with the first user. This call connection is used to enable the first user and the second user to have a real-time conversation. This call connection can be a real-time audio / video call or a high-fidelity voice call. In some scenarios, if platform customer service needs to participate in the call, the server 20 can also establish a three-way call between the first user, the second user, and the platform customer service, which will not be elaborated further.

[0029] Specifically, for the assistance terminal 30, the call connection can also be used to manage the lifecycle of the assistance operation interface. That is, the lifecycle of the assistance operation interface displayed by the assistance terminal 30 is bound to the lifecycle of the call connection, and the assistance operation interface automatically closes when the requesting terminal 10 ends the call with the assistance terminal 30.

[0030] Based on this implementation method, online communication and online operation are combined, realizing "communicating and operating simultaneously," which greatly improves the efficiency of problem solving.

[0031] In some optional embodiments, the way the help-seeking terminal 10 determines the target service object in response to the first user's help request may include: selecting an order from the first user's historical orders whose order date is closest to the current time as the target service object; or, selecting orders that the first user has repeatedly viewed recently (e.g., within 2 hours) from the first user's historical orders as the target service object. In other optional embodiments, the way the help-seeking terminal 10 determines the target service object in response to the first user's help request may include: displaying at least one of the first user's orders in response to the first user's help request; and determining the selected order as the target service object based on the first user's selection operation on the at least one order.

[0032] Based on this implementation method, when the first user is unable to operate the service functions related to the order smoothly, the order with assistance needs can be accurately located, which makes it easier to provide targeted assistance to the first user in the process of online shopping, thereby reducing the online shopping threshold for the first user and improving the shopping experience of this digitally disadvantaged group.

[0033] In some optional embodiments, before sending an assistance request to the server 20 based on the target service object, the request-seeking terminal 10 may display at least one candidate user for handling the assistance request based on the first user's contact information, and determine the selected candidate user as the second user based on the first user's selection operation among the at least one candidate user. Accordingly, one way for the server 20 to determine the second user for handling the assistance request based on the assistance request may include parsing the second user from the assistance request sent by the request-seeking terminal 10.

[0034] In some alternative embodiments, one way in which the server 20 determines a second user to handle the assistance request may be: selecting a user whose task characteristics are compatible with the assistance request from the at least one candidate volunteer as the second user.

[0035] The at least one candidate volunteer is a pre-registered volunteer who is currently online and available. In some optional embodiments, the assistance terminal 30 may provide a specific registration portal to users interested in becoming volunteers. If the assistance terminal 30 detects a volunteer's registration application through this portal, it can perform real-name authentication on the volunteer and obtain the volunteer's profile data. Optionally, the volunteer's profile data may include at least one of the following: areas of expertise, cultural attributes, platform skill score, reputation score, and historical average response speed.

[0036] The volunteer's expertise in specific product categories describes their proficiency in handling goods such as clothing, electronics, and fresh food, enabling targeted assistance for requests related to these categories. Platform skill score describes the volunteer's skill level in handling online platform tasks, such as after-sales service or invoicing. Cultural attributes describe the volunteer's fluency in languages ​​or their geographical location, facilitating targeted assistance to volunteers with similar cultural backgrounds. Reputation score describes the level of trustworthiness accumulated during the volunteer's service. The server-side system can set an initial reputation score for newly registered volunteers, which dynamically changes based on various metrics observed during subsequent task completion.

[0037] Optionally, a volunteer's reputation score is related to SLA (Service Level Agreement) metrics such as the volunteer's order acceptance rate, completion rate, and positive feedback rate. Specifically, the order acceptance rate can be determined by the ratio of the number of assistance requests actually responded to by the volunteer to the total number of assistance requests received; the completion rate can be determined by the ratio of the number of assistance requests successfully completed by the volunteer to the number of assistance requests actually responded to; and the positive feedback rate can be determined by the ratio of the number of positive feedback received by the volunteer after completing an assistance request to the number of assistance requests actually responded to.

[0038] In some alternative embodiments, such as Figure 3 As shown, the assistance terminal 30 can provide a competency assessment questionnaire to the volunteer upon detecting a volunteer's registration application, in order to obtain partial profile data of the volunteer. The competency assessment questionnaire may include test items from multiple dimensions. For example... Figure 3 As shown, taking an e-commerce application scenario as an example, it may include at least one of the following: an e-commerce platform operation skills assessment item, a product category selection item, and a cultural attribute reporting item. The product category selection item allows volunteers to choose a product category they are more proficient in from a pre-defined product category tree. For example, a volunteer might be proficient in categories like smartphones or clothing, allowing them to target requests for help in that specific area. The cultural attribute reporting item allows volunteers to select a language (language / dialect) they are proficient in or familiar with, or to report their geographical location, to obtain their cultural attributes. The e-commerce platform operation skills assessment item allows volunteers to complete different order-related tasks in a simulated environment, such as after-sales tasks or invoice issuance tasks, to obtain their platform skills score.

[0039] The assist terminal 30 can send the volunteer's response to the competency assessment questionnaire to the server terminal 20 for review. The server terminal 20 can determine whether the volunteer's platform skill score is greater than a set score threshold. If it is greater than the set score threshold, the volunteer is deemed to have passed the skills assessment, and the volunteer's profile data can be stored in the volunteer database.

[0040] In some optional embodiments, server 20 may run a matching engine that identifies at least one online and idle candidate volunteer from pre-registered volunteers, the candidate volunteer having passed a skills assessment beforehand. One method for server 20 to select a user whose task characteristics match the assistance request from among the at least one candidate volunteer as the second user may include: obtaining at least one dimension of task characteristics associated with the assistance request and profile data of the at least one candidate volunteer; calculating a comprehensive matching score between the at least one candidate volunteer and the assistance request based on the at least one dimension of task characteristics and the profile data of the at least one candidate volunteer; and selecting a volunteer who meets set conditions from among the at least one candidate volunteer as the second user based on the comprehensive matching score between the at least one candidate volunteer and the assistance request.

[0041] Optionally, the task characteristics associated with at least one dimension of the assistance request operation may include at least one of the following: the product domain corresponding to the target service object, the target intent type corresponding to the assistance request, and the cultural attributes of the first user. The product domain may be determined by the server 20 after extracting the leaf category to which the product belongs from the target service object. The cultural attributes of the first user may be determined by the server 20 by resolving the location of the first user's IP (Internet Protocol) address, or by identifying the dialect or language used by the first user through speech recognition. The target intent type is determined by the server 20 through intent recognition of the first user, and may include after-sales service type (refund, return, etc.), issuing an invoice, etc. Optional implementation methods for the server 20 to recognize the intent of the first user will be described in subsequent sections and will not be elaborated here.

[0042] like Figure 3 As shown, for any candidate volunteer, one way for the server 20 to calculate the comprehensive matching score between the candidate volunteer and the request for help may include: performing multi-dimensional matching between the product domain corresponding to the target service object and the cultural attributes of the first user, respectively, and the product domain and cultural attributes that the candidate volunteer is good at, to calculate the comprehensive matching score of the candidate volunteer. In some optional embodiments, in addition to performing multi-dimensional matching, the comprehensive matching score of the candidate volunteer may also be calculated by combining the candidate volunteer's platform skill score, reputation score, and historical average response speed. This will be illustrated below.

[0043] In some optional embodiments, for any candidate volunteer, the server 20 can calculate the candidate volunteer's product domain matching degree based on the similarity between the candidate volunteer's expertise in product domains and the product domains corresponding to the target service object. The server 20 can map the candidate volunteer's expertise in product domains and the target service object's product domains to feature vectors respectively, and calculate the similarity of the mapped feature vectors as the candidate volunteer's product domain matching degree. The higher the similarity between the candidate volunteer's expertise in product domains and the target service object's product domains, the higher the product domain matching degree. The server 20 can calculate the candidate volunteer's cultural matching degree based on the similarity between the candidate volunteer's cultural attributes and the first user's cultural attributes. Optionally, the server 20 can map the candidate volunteer's cultural attributes and the first user's cultural attributes to feature vectors respectively, and calculate the similarity of the mapped feature vectors as the candidate volunteer's cultural matching degree. The server 20 can perform a weighted calculation of the candidate volunteer's platform skill score, reputation score, historical average response speed, product domain matching degree, and cultural matching degree to obtain the candidate volunteer's comprehensive matching score. For example, for any candidate volunteer i, the formula for calculating the comprehensive matching score S_i can be expressed as: S_i = W1 * F_skill_i + W2 * F_domain_i + W3 * F_language_i + W4 * F_credit_i + W5 * F_response_i Here, F_skill_i refers to the platform skill score of candidate volunteer i, which can be determined by the candidate volunteer i's assessment results of the operational skill evaluation items; F_domain_i is the product domain matching degree of candidate volunteer i. The higher the overlap between the product domain that candidate volunteer i is good at and the product domain corresponding to the target service object, the higher the product domain matching degree. A perfect match will get full marks. F_language_i is the cultural matching degree of candidate volunteer i. If the language attribute of the first user is the same as or similar to that of candidate volunteer i, or if the geographical range of the first user is the same as or similar to that of candidate volunteer i, the cultural matching degree score will be higher. F_credit_i refers to the normalized reputation score of candidate volunteer i. F_response_i is the historical average response speed score of candidate volunteer i. W1~W5 are dynamic weights that can be adjusted according to the task context to improve the adaptability to different help-seeking tasks. For example, when it is identified that the first user is using a strong dialect, the value of W3 can be automatically and adaptively increased.

[0044] After obtaining the comprehensive matching scores of each of the at least one candidate volunteers based on the above implementation method, the at least one candidate volunteer can be sorted in descending order according to their comprehensive matching scores, and the candidate volunteer with the highest ranking can be selected as the second user. The server 20 can then dispatch the first user's request for help to the second user, so that the second user can assist the first user online.

[0045] Based on this implementation method, multi-dimensional matching is performed by constructing profile data of candidate volunteers and combining it with the task characteristics of the help requests. The comprehensive matching score integrates platform skill scores, reputation scores, and historical average response speeds, allowing for precise allocation of suitable volunteers to help requests, thereby improving the resolution rate and quality of assistance. In particular, matching based on cultural attributes effectively reduces communication costs between the first and second users, making the assistance process smoother and improving the experience for both parties.

[0046] In some optional embodiments, the server 20 may broadcast the first user's request for help to the at least one candidate volunteer, and the at least one candidate volunteer may freely choose the user; this embodiment does not impose any restrictions.

[0047] In some optional implementations, the e-commerce platform can set up a reward and elimination mechanism for volunteers. The reward mechanism means that if a volunteer successfully assists another volunteer in completing a task, they can receive incentive points and positive reviews. Incentive points can be redeemed for rewards on the e-commerce platform. Positive reviews obtained by volunteers in specific areas increase their domain proficiency score in that area, which can then be used to update the volunteer's reputation score. This ensures that volunteers continuously receive positive feedback in their areas of expertise, fostering a strong sense of participation and accomplishment, which is beneficial for the long-term development of the assistance model. The elimination mechanism involves the server continuously monitoring indicators such as the volunteer's order acceptance rate, completion rate, and positive review rate. Based on these indicators, the server dynamically updates the volunteer's reputation score and automatically issues warnings or removes volunteers whose reputation scores do not meet the standards to ensure high-quality assistance. Further details are omitted here.

[0048] In some optional embodiments, one way for the server 20 to add the assistance terminal 30 corresponding to the second user to the assistance session may include: generating a security token corresponding to the assistance session, wherein the security token corresponds to the ID of the first user, the ID of the second user, the ID of the target service object, the ID of the assistance session, and a predefined permission scope. The server 20 may send session invitation information to the second user based on the security token. The server 20 may receive an authentication request sent by the second user based on the session invitation information, and authenticate the second user based on the token carried in the authentication request and the security token corresponding to the assistance session. After the second user passes authentication, the server 20 may add the assistance terminal 30 corresponding to the second user to the assistance session.

[0049] Optionally, server 20 can generate a link with a token and send it to the second user via in-site message, SMS, or email. Server 20 can store the token in a database or cache for later verification. When the second user clicks the link, assistant 30 can initiate an authentication request to server 20. After the authentication request reaches server 20, server 20 can verify the token carried in the authentication request. Specifically, server 20 can check if the token exists in the database / cache; if the token does not exist, the link is deemed invalid. If the token exists, it further determines whether the token has been used; if it has been used, the link is deemed invalid. If it has not been used, it determines whether the token has expired based on the time the authentication request arrived and the token's validity period (e.g., 3-5 minutes); if it has expired, the link is deemed invalid. If it has not expired, the link is deemed valid, the second user's authentication request has passed verification, and the token can be marked as used to avoid security risks caused by reusing the token.

[0050] Based on this implementation method, temporary, fine-grained, and context-sensitive permission delegation is achieved through dynamic tokens and permission verification, improving the security of online assistance. Secondly, the scope of permissions is temporary, limited, and bound to a specific assistance session, reducing the risk of exposing the first user's password or all of their privacy.

[0051] In some exemplary embodiments, the security token can also be used to further verify the second user's operations during the process of the second user assisting the first user. When the server 20 responds to the object processing request sent by the assistance terminal 30 and executes the processing logic corresponding to the processing request for the target service object, it can parse the security token carried in the object processing request and perform security verification on the object processing request based on the security token corresponding to the assistance session and the security token carried in the object processing request. If the object processing request passes the security verification, the identity information of the second user carried in the processing request is updated to the identity information of the first user to obtain the updated processing request. Based on the updated processing request, the processing logic corresponding to the processing request is executed on the target service object.

[0052] Based on this implementation method, during the second user's assistance operation, the security token is used to verify the second user's order processing request, which further enhances the security of online assistance and reduces the risk of loss to the first user.

[0053] In some optional embodiments, server 20 may also identify the target intent type corresponding to the assistance request, and determine the permission scope corresponding to the second user based on the target intent type. Server 20 may establish a mapping relationship between the permission scope and the security token corresponding to the assistance session.

[0054] In this embodiment, intent type refers to the type of service operations that a user can initiate or participate in related to a purchased product. Optionally, taking an e-commerce application scenario as an example, intent type may include, but is not limited to, one or more of the following: after-sales service (e.g., return, exchange, repair), invoice application, trade-in, product recycling, product installation, review management, and additional guarantee purchase.

[0055] In some optional embodiments A, the request-seeking terminal 10 may display at least one candidate intent type and determine the target intent type based on a selection operation of the at least one candidate intent type. The server 20 may obtain the target intent type sent by the request-seeking terminal 10.

[0056] In some optional embodiments B, the server 20 can obtain the intent data associated with the assistance request, and based on the intent data corresponding to the assistance request, call the intent recognition model to perform intent recognition, thereby obtaining the target intent type corresponding to the assistance request. The intent data associated with the assistance request may include the first user's behavior sequence data and help-seeking context data. The behavior sequence data includes: explicit behavior sequences and / or implicit behavior sequences. Explicit sequences refer to the first user's actions that directly express intent, such as clicking "Apply for After-Sales Service," entering "My Orders," or searching for "Invoice." Implicit sequences refer to the first user's actions that do not directly express intent, such as browsing, lingering, or revisiting. These actions can reveal the first user's potential needs or interests. For example, the first user's implicit behavior sequence may include: the duration the first user stays on the product details page, the first user repeatedly views logistics information, and the first user repeatedly swipes to the review area.

[0057] The help-seeking context data may include at least one of the following: the first user's profile data, the target service recipient's detailed data, and the interaction environment data. The first user's context data may include at least one of the user's basic attributes, historical preference information, and delivery location information. The target service recipient's detailed data may include at least one of the following: the product type corresponding to the target service recipient, purchase time, whether it has been rated, logistics status, after-sales status, and whether an invoice has been issued. The interaction environment data describes the characteristics of the device and environment used by the first user when interacting with the help-seeking terminal 10. For example, the first user may be on a phone call when interacting with the help-seeking terminal 10, or the device used by the first user may have accessibility mode enabled, or the help-seeking terminal 10 used by the first user may be a "care version" suitable for digitally disabled users.

[0058] Server 20 can input the first user's behavior sequence data and help-seeking context data into the intent recognition model to obtain the first user's target intent. The intent recognition model is used to fuse and model the input behavior sequence data and help-seeking context data, mapping the above data to a predefined intent type space, thereby achieving intent classification.

[0059] In some optional embodiments B1, the intent recognition model can be a dedicated model trained on a neural network model based on sample data. During training, a sample dataset can be constructed, which includes: behavioral sequence samples extracted from the user's behavior logs over a historical period, help-seeking context samples within that historical period, and the service request ultimately submitted by the user during that historical period. The service request submitted by the user serves as a label of the true intent to supervise the learning process of the neural network model.

[0060] The feature extraction layer of the neural network model may include a behavior encoder and a context encoder. After inputting the above sample dataset into the neural network model, the model can use the behavior encoder to map behavior sequence samples into behavior features, and the context encoder to map help context samples into context features. The behavior encoder can be an encoder based on LSTM or Transformer architecture. The context encoder can be an encoder used for embedding discrete features; this embodiment is not limited. The neural network model can fuse the behavior features and context features; the fusion method can be concatenation, weighted fusion, or attention computation; this embodiment is not limited. The output layer of the neural network model can output probability distributions of different intent types based on the fused features. Based on the probability distributions of different intent types, the one with the higher probability is selected as the identified intent type. Then, the prediction loss of the neural network model can be calculated based on the identified intent type and the true intent label, and the parameters of the neural network model can be optimized based on this prediction loss until the prediction loss converges to a specified range.

[0061] The trained neural network model can serve as an intent recognition model, identifying the target intent type corresponding to the assistance request based on the first user's intent data. Specifically, the intent recognition model employs a behavior encoder to map the first user's behavior sequence samples in the intent data into behavior features, and a context encoder to map the assistance request context data in the intent data into context features. The intent recognition model can then fuse these behavior features and context features, outputting probability distributions for different intent types based on the fused features. Based on the probability distributions of different intent types, the intent type with the higher probability is selected as the identified target intent type.

[0062] In some alternative embodiments B2, the intent recognition model can be a deep learning model with a relatively large parameter scale. This application does not limit the number of model parameters supported by the deep learning model used, aiming to meet actual needs. The deep learning model involved in this application can be an artificial intelligence-based language model (LM) or a multimodal model (MM). The language model can be trained on a large-scale training dataset and exhibits strong performance in processing natural language tasks. Given a text (i.e., context), the language model attempts to predict the most likely next word. During training, these parameters are continuously adjusted and optimized based on the difference between the language model's predictions and actual results to improve the prediction accuracy. In some embodiments, the language model typically employs an advanced neural network architecture, such as the Transformer architecture, to build the model structure. This model structure enables the language model to capture complex patterns in the text and handle long-distance dependencies. After sufficient training, the language model possesses powerful generative capabilities, producing coherent and context-appropriate text content based on given prompts.

[0063] In this implementation, server 20 can use a prompt word construction project to convert the first user's behavior sequence data, help-seeking context data, and candidate intent types into natural language descriptions to obtain task prompt words, which are then input into the intent recognition model. The intent recognition model can select the target intent type from the candidate intent types based on the behavior sequence data and help-seeking context data. For example, if the first user is an elderly user who purchases sneakers, signs for the package, and then views the "After-sales Application" page for a considerable period, the user's intent type can be determined to be: applying for after-sales service. As another example, if the first user is an elderly user who repeatedly views the "Screen Breakage Insurance" purchase instructions page three days after purchasing a mobile phone, the user's intent type can be determined to be: purchasing additional protection.

[0064] Based on this implementation method, the intent recognition model can automatically identify the type of intent of the first user, thereby facilitating accurate assistance. When the first user is digitally disadvantaged and unable to accurately express their intent, this automated intent recognition significantly lowers the barrier for them to initiate effective help requests. The first user does not need to precisely describe the problem; the intent recognition model can intelligently infer the user's potential needs through their actions and contextual information, thus greatly improving assistance efficiency. Furthermore, this mechanism further reduces reliance on the first user's language skills or online platform operation abilities, enhancing the inclusivity and universality of online assistance services.

[0065] In some optional embodiments, after the intent recognition model identifies the target intent type, the server 20 can output guidance information corresponding to the target intent type and a confirmation control corresponding to the guidance information through the help-seeking terminal 10. For example, the guidance information could be: "Do you need help applying for an invoice?" or "Do you need help applying for after-sales service?". If a confirmation operation of the first user on the guidance information is detected, the identification result of the target intent type is determined to be accurate. If no confirmation operation of the first user on the guidance information is detected, the help-seeking terminal 10 can display at least one candidate intent type and re-determine the target intent type based on the selection operation of the at least one candidate intent type, which will not be elaborated further.

[0066] In some optional embodiments, after adding the assistance terminal 30 corresponding to the second user to the assistance session, the server 20 can obtain the permission scope corresponding to the second user based on the security token corresponding to the assistance session, and send the interface configuration data corresponding to the assistance request to the assistance terminal 30 according to the permission scope corresponding to the second user. The assistance terminal 30 receives the interface configuration data corresponding to the assistance session sent by the server 20, and can display the assistance operation interface of the target service object according to the interface configuration data.

[0067] In some optional embodiments C1, the interface configuration data includes: an interface template identifier corresponding to the first user's target intent type and interface content data. Interface content data refers to the specific content and interactive information displayed in the assistance operation interface. The interface content data displayed in the assistance operation interface differs for different intent types. For example, the interface content data corresponding to after-sales service may include: product name, purchase date, warranty status, and optional return reasons; for example, the interface content data corresponding to invoice application may include: order amount, optional invoice type (electronic or paper), commonly used invoice header, and whether a tax number is required; and for example, the interface content data corresponding to product installation may include: optional installation method, optional installation address, optional appointment time slot, and whether additional charges are required. The server 20 can send the interface template identifier and interface content data corresponding to the target intent type to the assistance terminal 30.

[0068] Optionally, the assistance terminal 30 can have different interface templates pre-configured locally. These templates describe the structure of the interface, such as the controls, forms, cards, and selectors it contains. The assistance terminal 30 can load the corresponding target interface template based on the interface template identifier corresponding to the target intent type, and fill in the interface content data within the target interface template to obtain the assistance operation interface. For example, if the first user's assistance request is an after-sales processing request, the target intent type in the interface configuration data is after-sales type, and the interface content data includes after-sales parameters for the target service object, such as order number, product information, purchase date, whether it is within the warranty period, and return information. The assistance terminal 30 can load the after-sales interface template based on the after-sales type and fill in the after-sales interface template according to the after-sales parameters of the target service object to obtain the after-sales processing interface.

[0069] In some alternative embodiments C2, the interface configuration data is used to describe the style and content data of the assistance interface in a structured format, which may be JSON (JavaScript Object Notation) format. In this implementation, the server 20 may pre-configure structured interface description templates corresponding to different intent types. The server 20 may determine the interface content data according to the target intent type corresponding to the assistance request, and fill the structured interface description template corresponding to the intent type with the interface content data to obtain the interface configuration data corresponding to the intent type. That is, the interface configuration data includes both the interface structure and the interface content. The server 20 may send the interface configuration data and the communication identifier of the requesting end 10 to the assisting end 30. After the assisting end 30 joins the assistance session and receives the interface configuration data, it may directly render the assistance interface according to the interface configuration data.

[0070] Server 20 can send the interface configuration data corresponding to the assistance request to assistance terminal 30. Optionally, the interface configuration data can be sent to assistance terminal 30 together with the call request.

[0071] Optionally, the assistance terminal 30 may display the assistance operation interface in the form of a floating layer or pop-up window on the dialogue page or call interface with the first user; or, the assistance terminal 30 may use a multi-window approach to display the call interface and the assistance operation interface in a split screen. For example, the call window may be displayed on the left side of the screen and the assistance operation interface may be displayed on the right side of the screen. The call window and the assistance operation interface may be displayed independently or superimposed. This embodiment does not impose any restrictions.

[0072] Based on this implementation method, a dedicated operation interface adapted to the help request can be provided to the second user. On the one hand, this reduces the operation threshold for the second user, and on the other hand, it is beneficial to use the assistance operation interface to display the limited information required for assistance, thereby reducing the risk of exposing the privacy data of the first user.

[0073] In some optional embodiments, during a call, when the first user's intent type changes, the assistance terminal 30 can dynamically update the assistance operation interface in real time according to the changed intent type. Optionally, during a call with the first user, the second user can understand the first user's true intent. If the first user's true intent differs from the target intent type, the second user can send a permission upgrade request to the server 20 through the assistance terminal 30. The server 20 can receive the permission upgrade request sent by the assistance terminal 30 and, based on the intent data associated with the assistance request and the dialogue data between the second user and the first user after the call request was connected, can invoke the intent recognition model to perform intent recognition and obtain a new intent type. Optional implementation methods for intent recognition using the intent recognition model can be found in the descriptions of the foregoing embodiments and will not be repeated here. The server 20 can send new interface configuration data to the assistance terminal 30 according to the new intent type, so that the assistance terminal 30 updates the assistance operation interface according to the new interface configuration data. For example, in some scenarios, the server 20 identifies the target intent type as return and refund based on the intent data associated with the assistance request. However, during the conversation between the second user and the first user, the second user learns that the target service object is in an undelivered state, and can then apply to update the target intent type to refund.

[0074] Based on this implementation method, the identified target intent type of the first user can be corrected through real-time dialogue between the second user and the first user, further improving the accuracy of online assistance. In particular, for digitally disadvantaged groups, it is often difficult to accurately express their needs in one go. Correcting the target intent type with the assistance of a second user can effectively reduce the risk of misclassification due to insufficient or incorrect contextual data provided by digitally disadvantaged groups. Furthermore, this real-time intent correction can also feed back into the iteration of the intent recognition model, driving continuous learning to better serve the online assistance system.

[0075] The following will combine Figure 4 The following provides further illustrative examples of optional implementations of the online assistance system 100 provided in this application. For instance... Figure 4 As shown, server 20 may include components such as permission gateway 201, order service 202, assistance session service 203, communication service 204, and database 205. The following will combine... Figure 4 The signaling interaction flow shown illustrates the functions of each component in the help-seeking terminal 10, the assistance terminal 30, and the server terminal 20.

[0076] like Figure 4As shown, the person seeking help (i.e., the first user) can initiate a help request for a target order through the help-seeking terminal 10. The help-seeking terminal 10 can send an assistance request or a request to establish a session to the assistance session service 203. The assistance session service 203 can respond to the assistance request or the request to establish a session, initialize an assistance session based on the first user's ID and the target order's ID, and determine the assistant (i.e., the second user). The assistant can be a family member of the person seeking help or a volunteer. The assistance session service 203 can generate a token that corresponds to the ID of the person seeking help, the ID of the assistant, the ID of the target order, the ID of the assistance session, and a predefined scope of permissions. This scope of permissions can be determined by identifying the intent of the person seeking help. Figure 4 As shown, the Assistance Session Service 203 can send the token to the Communication Service 204 and store the token in the database 205 for token management. The token has a specific message, such as 5 minutes, 10 minutes, or 30 minutes.

[0077] like Figure 4 As shown, after obtaining the token, the communication service 204 can send an invitation link containing the token to the assisting terminal 30. The invitation link can be sent to the assisting terminal 30 via in-site message, SMS, or email. The assister can open the invitation link through the assisting terminal 30 to initiate an access request to the assistance session service 203. The assistance session service 203 can verify the identity of the assister based on the token carried in the access request, and activate the assistance session after successful verification.

[0078] like Figure 4As shown, after the assistance session is activated, the communication service 204 can send a call request to both the requesting end 10 and the assisting end 30 to establish a call connection between them. This call connection can be an audio call or a video call, which is not limited in this embodiment. The assisting end 30 can dynamically render a floating or embedded assistance operation interface. The UI (user interface) elements on the assistance operation interface are determined by the token's permission scope. For example, only buttons such as "Apply for Refund" and "Fill in Return Logistics" and related forms are displayed. The assister can initiate processing operations on the target list through the UI elements on the assistance operation interface. The UI elements on the assistance operation interface are each bound to a corresponding API (Application Programming Interface). The assisting end 30 can initiate an API call request to the server 20 based on the operation of the UI elements. This API request carries the token corresponding to the requester. For example, during the call, the assister can click the "Apply for Refund" button and fill in the after-sales form for submission. The assisting end 30 can then call the API corresponding to the "Apply for Refund" button with the token. The API call request is first intercepted by the authorization gateway 201. The authorization gateway 201 can verify the token carried in the API call request through the assistance session service 203, such as verifying whether the token is valid, whether it is within its validity period, and whether the requested operation is within the scope of the token's permissions. If the token verification passes, the authorization gateway 201 can replace the identity information of the assistant in the API call request with the identity information of the person seeking help, and forward the API call request with the replaced identity information to the order service 202, so that the order service 202 can process the target order according to the API call.

[0079] The token's lifespan is tied to the call connection between the person seeking help and the assistant. When either party hangs up the call, the communication service 204 can notify the assistance session service 203 to destroy the token, preventing the assistant from initiating any further operations.

[0080] Figure 5 This is a flowchart illustrating the online assistance information processing method provided in an exemplary embodiment of this application when executed on the requesting end. The method may include, for example: Figure 5 The steps shown are as follows: Step 501: Respond to the first user's request for help and determine the target service recipient.

[0081] Step 502: Send an assistance request to the server based on the target service object. The assistance request is used to enable the server to establish an assistance session corresponding to the assistance request and add the assistance terminal corresponding to the second user to the assistance session, so that the second user can assist the first user in performing operations related to the target service object through the assistance session. The assistance terminal is used to: after joining the assistance session, display the assistance operation interface of the target service object, the assistance operation interface including at least one operation element associated with the target service object, and send an object processing request to the server based on the second user's operation on any operation element on the assistance operation interface, so that the server can execute the processing logic corresponding to the processing request on the target service object based on the first user's identity information.

[0082] In some optional embodiments, one way to determine the target service object in response to a first user's request for help may include: responding to the first user's request for help by displaying at least one of the first user's orders; and determining the selected order as the target service object based on the first user's selection operation on the at least one order.

[0083] In some optional embodiments, before sending an assistance request to the server based on the target service object, the method further includes: displaying at least one candidate user for handling the assistance request based on the first user's contact information; and determining the selected candidate user as the second user based on the first user's selection operation on the at least one candidate assistance user.

[0084] In some optional embodiments, the method further includes: receiving a call request sent by the server; responding to the first user's answering operation of the call request, establishing a call connection with the second user, the call connection being used to enable the first user and the second user to have a real-time conversation.

[0085] In this embodiment, the client seeking assistance can initiate a request for help from the server for a target service object, triggered by the first user. The server then establishes an assistance session based on the request and adds the second user's client to the session. After joining the session, the client can display an assistance interface for the target service object, including at least one operation element associated with the target service object, allowing the second user to assist in processing it. The server can respond to the object processing request sent by the client and execute the processing logic corresponding to the request. This implementation allows both the server and the second user to effectively respond to the first user's request, helping the first user overcome obstacles in using digital products and improving the user experience.

[0086] Figure 6 This is a flowchart illustrating the online assistance information processing method provided in an exemplary embodiment of this application when executed on the server side. The method may include, for example: Figure 6 The steps shown are as follows: Step 601: Receive an assistance request sent by the first user through the help-seeking terminal, wherein the assistance request corresponds to the target service object.

[0087] Step 602: Establish an assistance session corresponding to the assistance request, and add the assistance terminal corresponding to the second user to the assistance session. The assistance terminal is used to: display the assistance operation interface of the target service object after joining the assistance session. The assistance operation interface includes at least one operation element associated with the target service object.

[0088] Step 603: Respond to the object processing request sent by the assistance terminal, and execute the processing logic corresponding to the processing request on the target service object according to the identity information of the first user. The object processing request is initiated by the second user through any operation element on the assistance operation interface.

[0089] In some optional embodiments, before adding the assistance client corresponding to the second user to the assistance session, the method further includes: parsing the second user from the assistance request, wherein the second user is selected by the first user from at least one candidate user for processing the assistance request, and the at least one candidate user is determined based on the contact information of the first user; or, selecting a user whose task characteristics are adapted to the assistance request from the at least one candidate volunteer as the second user.

[0090] In some optional embodiments, one method of selecting a user whose task characteristics match the assistance request from the at least one candidate volunteer as the second user may include: obtaining at least one dimension of task characteristics associated with the assistance request and profile data of the at least one candidate volunteer; calculating a comprehensive matching score between the at least one candidate volunteer and the assistance request based on the at least one dimension of task characteristics and the profile data of the at least one candidate volunteer; and selecting a volunteer who meets set conditions from the at least one candidate volunteer as the second user based on the comprehensive matching score between the at least one candidate volunteer and the assistance request.

[0091] In some optional embodiments, one method of calculating the comprehensive matching score between the at least one candidate volunteer and the request for help operation based on the task characteristics of the at least one dimension and the profile data of the at least one candidate volunteer may include: for any candidate volunteer among the at least one candidate volunteer, obtaining the candidate volunteer's expertise in product areas, cultural attributes, platform skill scores, reputation scores, and historical average response speed based on the candidate volunteer's profile data; obtaining the product area corresponding to the target service object, the target intent type corresponding to the assistance request, and the cultural attributes of the first user based on the task characteristics of the at least one dimension associated with the request for help operation; calculating the product area matching degree of the candidate volunteer based on the product area of ​​the candidate volunteer's expertise and the product area corresponding to the target service object; calculating the cultural matching degree of the candidate volunteer based on the cultural attributes of the candidate volunteer and the cultural attributes of the first user; and weighting the candidate volunteer's platform skill scores, reputation scores, historical average response speed, product area matching degree, and cultural matching degree to obtain the comprehensive matching score of the candidate volunteer.

[0092] In some optional embodiments, one way to add the assistance terminal corresponding to the second user to the assistance session may include: generating a security token corresponding to the assistance session; sending session invitation information to the second user based on the security token; receiving an authentication request sent by the second user based on the session invitation information; authenticating the second user based on the token carried in the authentication request and the security token corresponding to the assistance session; and adding the assistance terminal corresponding to the second user to the assistance session after the second user has passed the authentication.

[0093] In some optional embodiments, the method further includes: identifying the target intent type corresponding to the assistance request; determining the permission scope corresponding to the second user based on the target intent type; establishing a mapping relationship between the permission scope and the security token corresponding to the assistance session; further including: after adding the assistance terminal corresponding to the second user to the assistance session, obtaining the permission scope corresponding to the second user based on the security token corresponding to the assistance session; and sending interface configuration data corresponding to the assistance request to the assistance terminal based on the permission scope corresponding to the second user, the interface configuration data being used to display the assistance operation interface on the assistance terminal.

[0094] In some optional embodiments, one way to identify the target intent type corresponding to the assistance request may include: obtaining the target intent type sent by the requesting terminal, wherein the target intent type is determined by the requesting terminal based on the first user's selection operation to display at least one candidate intent type; or, obtaining the intent data associated with the assistance request, and calling an intent recognition model to perform intent recognition based on the intent data corresponding to the assistance request, thereby obtaining the target intent type corresponding to the assistance request.

[0095] In some optional embodiments, one way to determine the interface configuration data corresponding to the assistance request based on the target intent type may include: obtaining intent data associated with the assistance request, the intent data including the behavior sequence data of the first user and the help context data; and calling an intent recognition model to perform intent recognition based on the intent data to obtain the target intent type corresponding to the assistance request.

[0096] In some optional embodiments, one method of calling an intent recognition model to perform intent recognition based on the intent data to obtain the target intent type corresponding to the assistance request may include: in the intent recognition model, using a behavior encoder to map the behavior sequence samples of the first user into behavior features, and using a context encoder to map the assistance context data into context features; fusing the behavior features and the context features; outputting probability distributions of different intent types based on the fused features; and selecting the intent type with a higher probability as the identified target intent type based on the probability distributions of the different intent types.

[0097] In some optional embodiments, one method of calling an intent recognition model to perform intent recognition based on the intent data to obtain the target intent type corresponding to the assistance request may include: converting the behavior sequence data of the first user, the help-seeking context data, and the candidate intent types into natural language descriptions to obtain task prompt words; inputting the task prompt words into the intent recognition model so that the intent recognition model selects the target intent type from the candidate intent types based on the behavior sequence data and the help-seeking context data.

[0098] In some optional embodiments, after adding the assistance terminal corresponding to the second user to the assistance session, the method further includes: sending a call request to the requesting terminal and the assistance terminal to establish a call connection between the first user and the second user, the call connection being used to enable the first user and the second user to have a real-time conversation.

[0099] In some optional embodiments, the method further includes: receiving a permission upgrade request sent by the assistance terminal; invoking the intent recognition model to perform intent recognition based on the intent data associated with the assistance request and the dialogue data between the second user and the first user after the call request is connected, to obtain a new intent type; and sending new interface configuration data to the assistance terminal based on the new intent type, so that the assistance terminal updates the assistance operation interface according to the new interface configuration data.

[0100] In some optional embodiments, one way to respond to an object processing request sent by the assisting end and execute processing logic corresponding to the processing request on the target service object based on the identity information of the first user may include: parsing the security token carried in the object processing request; performing security verification on the object processing request based on the security token corresponding to the assisting session and the security token carried in the object processing request; if the object processing request passes the security verification, updating the identity information of the second user carried in the processing request to the identity information of the first user to obtain an updated processing request; and executing processing logic corresponding to the processing request on the target service object based on the updated processing request.

[0101] In this implementation, the server can establish an assistance session based on the assistance request initiated by the first user through the help-seeking terminal, targeting a specific service object. The server then adds the second user's help-seeking terminal to the session. Upon joining, the help-seeking terminal displays an assistance interface for the target service object, which includes at least one operational element associated with the target service object, allowing the second user to assist in processing the target service object. The server can respond to object processing requests sent by the help-seeking terminal, executing processing logic corresponding to the processing request for the target service object. Based on this implementation, online assistance from the second user to the first user is achieved through the assistance session. The assistance interface provides the second user with a dedicated interface, clearly defining the assistance objective, lowering the barrier to entry for the second user, and improving the convenience of the assistance operation. This facilitates providing effective and efficient online assistance to the first user.

[0102] Figure 7 This is a flowchart illustrating the online assistance information processing method provided in an exemplary embodiment of this application when executed on the assistance end side. The method may include, for example: Figure 7 The steps shown are as follows: Step 701: Receive the session invitation information for the assistance session sent by the server. The assistance session is established by the server based on the assistance request sent by the first user, and the assistance request corresponds to the target service object.

[0103] Step 702: Respond to the second user's response to the session invitation information and join the assistance session so that the second user can assist the first user in performing operations related to the target service object through the assistance session.

[0104] Step 703: Based on the assistance session, display the assistance operation interface of the target service object, the assistance operation interface including at least one operation element associated with the target service object.

[0105] Step 704: Based on the second user's operation on any operation element on the assistance operation interface, send an object processing request to the server, so that the server executes the processing logic corresponding to the processing request on the target service object according to the first user's identity information.

[0106] In some optional embodiments, one way to display the assistance operation interface of the target service object according to the assistance session may include: receiving interface configuration data corresponding to the assistance session sent by the server; and displaying the assistance operation interface of the target service object according to the interface configuration data.

[0107] In some optional embodiments, one way to display the assistance operation interface of the target service object according to the interface configuration data may include: obtaining an interface template identifier and interface content data from the interface configuration data, wherein the interface template identifier corresponds to the target intent type of the first user; loading the corresponding target interface template according to the interface template identifier, and filling the interface content data into the target interface template to obtain the assistance operation interface.

[0108] In some optional embodiments, the method further includes: receiving a call request sent by the server; responding to the second user's call request to connect, establishing a call connection with the first user, the call connection being used to enable the first user and the second user to have a real-time conversation, and to manage the lifecycle of the assistance interface.

[0109] In this implementation, the assisting client can join an assistance session created by the server upon invitation. This session is established by the server based on an assistance request initiated by the first user for a target service object. After joining the session, the assisting client can display an assistance interface for the target service object. This interface includes at least one operational element associated with the target service object, allowing the second user to assist in handling it. Based on this implementation, online assistance from the second user to the first user is achieved through the assistance session. The assistance interface provides the second user with a dedicated interface, clearly defining the assistance objective, lowering the barrier to entry for the second user, and improving the convenience of the assistance operation. This, in turn, facilitates providing effective and efficient online assistance to the first user.

[0110] It should be noted that the execution subject of each step of the method provided in the above embodiments can be the same device, or the method can be executed by different devices. For example, the execution subject of steps 701 to 704 can be device A; or the execution subject of steps 701 and 702 can be device A, and the execution subject of step 703 can be device B; and so on.

[0111] Furthermore, in some of the processes described in the above embodiments and accompanying drawings, multiple operations appear in a specific order. However, it should be clearly understood that these operations may not be executed in the order they appear herein, or they may be executed in parallel. The operation numbers, such as 701, 702, etc., are merely used to distinguish different operations and do not represent any execution order. Additionally, these processes may include more or fewer operations, and these operations may be executed sequentially or in parallel. It should be noted that the descriptions such as "first" and "second" in this document are used to distinguish different messages, devices, modules, etc., and do not represent a sequential order, nor do they limit "first" and "second" to different types.

[0112] It should be noted that the user information (including but not limited to user device information, user personal information, etc.) and data (including but not limited to data used for analysis, data stored, data displayed, etc.) involved in this application are all information and data authorized by the user or fully authorized by all parties. Furthermore, the collection, use and processing of the relevant data must comply with the relevant laws, regulations and standards of the relevant countries and regions, and corresponding operation entry points are provided for users to choose to authorize or refuse.

[0113] Figure 8 This application illustrates a schematic diagram of the structure of an electronic device provided in an exemplary embodiment, as shown below. Figure 8 As shown, the electronic device includes: a memory 801, a processor 802, and a communication component 803.

[0114] Memory 801 is used to store computer programs and can be configured to store various other data to support operation on the electronic device. Examples of this data include instructions for any application or method used to operate on the electronic device, data structures, contact data, phone book data, messages, pictures, videos, etc.

[0115] The processor 802, coupled to the memory 801, is used to execute the computer program in the memory 801 to perform the online assistance information processing method described in the foregoing embodiments, which will not be repeated here.

[0116] Furthermore, such as Figure 8 As shown, the electronic device also includes other components such as a power supply component 804, a display component 805, and an audio component 806. Figure 8 The diagram only shows some components and does not mean that the electronic device includes only these components. Figure 8 The components shown. Figure 8 In this embodiment, the components within the dashed boxes are optional, not mandatory, and their specific requirements depend on the product form of the electronic device. The electronic device in this embodiment can be a terminal device such as a desktop computer, laptop computer, smartphone, or IoT device, or a server-side device such as a conventional server, cloud server, or server array. If the electronic device in this embodiment is a terminal device such as a desktop computer, laptop computer, or smartphone, it may include... Figure 8 The components within the dashed box; if the electronic device in this embodiment is implemented as a conventional server, cloud server, or server array, etc., it may be omitted. Figure 8 The component within the dashed box.

[0117] The memory 801 can be implemented by any type of volatile or non-volatile storage device 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.

[0118] The communication component 803 is configured to facilitate wired or wireless communication between the device containing the communication component and other devices. The device containing the communication component can access wireless networks based on communication standards, such as 2G (e.g., Global System for Mobile Communications (GSM)), 3G (e.g., Wideband Code Division Multiple Access (WCDMA), 4G (e.g., Long Term Evolution (LTE)), 4G+ (e.g., LTE-Advanced (LTE-A)), or 5G (5th Generation Mobile Communication Technology), or combinations thereof. In one exemplary embodiment, the communication component receives broadcast signals or broadcast-related information from an external broadcast management system via a broadcast channel.

[0119] The power supply component 804 is used to provide power to various components of the device in which the power supply component is located. The power supply component may include a power management system, one or more power supplies, and other components associated with generating, managing, and distributing power to the device in which the power supply component is located.

[0120] The display component includes a screen, which may 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 touchscreen to receive input signals from the user. The touch panel includes one or more touch sensors to sense touches, swipes, and gestures on the touch panel. The touch sensors can sense not only the boundaries of the touch or swipe action but also the duration and pressure associated with the touch or swipe operation.

[0121] An audio component may be configured to output and / or input audio signals. For example, the audio component includes a microphone (MIC) configured to receive external audio signals when the device containing the audio component is in an operating mode, such as call mode, recording mode, or voice recognition mode. The received audio signals may be further stored in memory or transmitted via a communication component. In some embodiments, the audio component also includes a speaker for outputting audio signals.

[0122] Accordingly, embodiments of this application also provide a computer-readable storage medium storing a computer program, which, when executed by a processor, enables the processor to implement the steps in the above-described method embodiments. The computer-readable storage medium includes volatile or non-volatile components, or a combination thereof, and can be removable or non-removable. Examples of computer-readable storage media 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 technologies, CD-ROM, Digital Video Disc (DVD) or other optical storage, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other non-transmission medium. Accordingly, this application also provides a computer program product, which includes a computer program or instructions that, when executed by a processor, cause the processor to implement the steps in the above method embodiments. It should be understood that each step or combination of steps in the above method flow can be implemented by the computer program or instructions. Furthermore, 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 device, enabling the processor of the general-purpose computer, special-purpose computer, embedded processor, or other programmable data processing device to function as an apparatus for implementing the corresponding functions in the above method embodiments.

[0123] It should also be noted that the terms "comprising," "including," or any other variations thereof are intended to cover non-exclusive inclusion, such that a process, method, product, or apparatus that comprises a list of elements includes not only those elements but also other elements not expressly listed, or elements inherent to such a process, method, product, or apparatus. Without further limitations, an element defined by the phrase "comprising one..." does not exclude the presence of other identical elements in the process, method, product, or apparatus that includes said element.

[0124] The above description is merely an embodiment of this application and is not intended to limit the scope of this application. Various modifications and variations can be made to this application by those skilled in the art. Any modifications, equivalent substitutions, improvements, etc., made within the spirit and principles of this application should be included within the scope of the claims of this application.

Claims

1. An online assistance information processing method, characterized in that, include: The server receives a session invitation message for an assistance session, which is established by the server based on an assistance request sent by a first user, and the assistance request corresponds to a target service object. In response to the second user's reply to the session invitation information, the user joins the assistance session so that the second user can assist the first user in performing operations related to the target service object through the assistance session. Based on the assistance session, an assistance operation interface for the target service object is displayed, the assistance operation interface including at least one operation element associated with the target service object; Based on the second user's operation on any operation element on the assistance operation interface, an object processing request is sent to the server, so that the server executes the processing logic corresponding to the processing request on the target service object according to the identity information of the first user.

2. The method according to claim 1, characterized in that, Based on the assistance session, the assistance operation interface for the target service object is displayed, including: Receive the interface configuration data corresponding to the assistance session sent by the server; Based on the interface configuration data, the assistance operation interface for the target service object is displayed.

3. The method according to claim 2, characterized in that, Based on the interface configuration data, the assistance operation interface for the target service object is displayed, including: The interface template identifier and interface content data are obtained from the interface configuration data, wherein the interface template identifier corresponds to the target intent type of the first user; Based on the interface template identifier, the corresponding target interface template is loaded, and the interface content data is filled into the target interface template to obtain the assistance operation interface.

4. The method according to any one of claims 1-3, characterized in that, Also includes: Receive the call request sent by the server; In response to the second user's call request, a call connection is established with the first user. The call connection is used to enable the first user and the second user to have a real-time conversation and to manage the lifecycle of the assistance interface.

5. An online assistance information processing method, characterized in that, include: Receive an assistance request sent by a first user through a help-seeking terminal, wherein the assistance request corresponds to a target service object; Establish an assistance session corresponding to the assistance request, and add the assistance terminal corresponding to the second user to the assistance session. The assistance terminal is used to: display the assistance operation interface of the target service object after joining the assistance session. The assistance operation interface includes at least one operation element associated with the target service object. In response to the object processing request sent by the assistance terminal, the processing logic corresponding to the processing request is executed on the target service object according to the identity information of the first user. The object processing request is initiated by the second user through any operation element on the assistance operation interface.

6. The method according to claim 5, characterized in that, Before adding the assistance terminal corresponding to the second user to the assistance session, the process also includes: The second user is parsed from the assistance request. The second user is selected by the first user from at least one candidate user for processing the assistance request. The at least one candidate user is determined based on the first user's contact information. or, From the at least one candidate volunteer, select a user whose task characteristics match the assistance request as the second user.

7. The method according to claim 6, characterized in that, Selecting a user whose task characteristics match the assistance request from the at least one candidate volunteer as the second user includes: Obtain at least one dimension of task features associated with the request for help operation and the profile data of the at least one candidate volunteer; Based on the task characteristics of at least one dimension and the profile data of at least one candidate volunteer, calculate the comprehensive matching score between the at least one candidate volunteer and the help request operation; Based on the comprehensive matching score between the at least one candidate volunteer and the help request operation, a volunteer who meets the set conditions is selected from the at least one candidate volunteer as the second user.

8. The method according to claim 5, characterized in that, Based on the task characteristics of at least one dimension and the profile data of at least one candidate volunteer, calculate the comprehensive matching score between the at least one candidate volunteer and the help request operation, including: For any one of the at least one candidate volunteers, obtain the candidate volunteer's expertise in product areas, cultural attributes, platform skill scores, reputation scores, and historical average response speed based on the candidate volunteer's profile data; Based on at least one dimension of task characteristics associated with the help request operation, obtain the product domain corresponding to the target service object, the target intent type corresponding to the assistance request, and the cultural attributes of the first user; The product domain matching degree of the candidate volunteers is calculated based on the product domains of the candidate volunteers and the product domains of the target service objects. The cultural matching degree of the candidate volunteers is calculated based on the cultural attributes of the candidate volunteers and the cultural attributes of the first user. The candidate volunteer's platform skill score, reputation score, historical average response speed, product domain matching degree, and cultural matching degree are weighted and calculated to obtain the candidate volunteer's comprehensive matching score.

9. The method according to claim 5, characterized in that, Adding the assistance terminal corresponding to the second user to the assistance session includes: Generate a security token corresponding to the assistance session; Based on the security token, a session invitation message is sent to the second user; Receive the authentication request sent by the second user based on the session invitation information; The second user is authenticated based on the token carried in the authentication request and the security token corresponding to the assistance session; After the second user passes identity authentication, the corresponding assistance terminal of the second user is added to the assistance session.

10. The method according to claim 9, characterized in that, Also includes: Identify the target intent type corresponding to the assistance request; Based on the target intent type, determine the permission scope corresponding to the second user; Establish a mapping relationship between the permission scope and the security token corresponding to the assistance session; The method further includes: After adding the assisting terminal corresponding to the second user to the assistance session, the permission scope corresponding to the second user is obtained according to the security token corresponding to the assistance session; as well as, Based on the permission scope corresponding to the second user, the interface configuration data corresponding to the assistance request is sent to the assistance terminal. The interface configuration data is used to display the assistance operation interface on the assistance terminal.

11. The method according to claim 10, characterized in that, Identifying the target intent type corresponding to the assistance request includes: The target intent type sent by the request-seeking terminal is obtained, wherein the target intent type is determined by the request-seeking terminal based on the first user's selection operation of displaying at least one candidate intent type; or, Obtain the intent data associated with the assistance request, and based on the intent data corresponding to the assistance request, call the intent recognition model to perform intent recognition, and obtain the target intent type corresponding to the assistance request.

12. The method according to claim 11, characterized in that, Based on the target intent type, determine the interface configuration data corresponding to the assistance request, including: Obtain the intent data associated with the assistance request, the intent data including the first user's behavior sequence data and the help request context data; Based on the intent data, the intent recognition model is invoked to perform intent recognition, thereby obtaining the target intent type corresponding to the assistance request.

13. The method according to claim 12, characterized in that, Based on the intent data, an intent recognition model is invoked to perform intent recognition, thereby obtaining the target intent type corresponding to the assistance request, including: In the intent recognition model, a behavior encoder is used to map the behavior sequence samples of the first user into behavior features, and a context encoder is used to map the help request context data into context features. The behavioral features and the contextual features are fused together; Based on the fused features, output probability distributions for different intent types; Based on the probability distribution of the different intent types, the intent type with the higher probability is selected as the identified target intent type.

14. The method according to claim 12, characterized in that, Based on the intent data, an intent recognition model is invoked to perform intent recognition, thereby obtaining the target intent type corresponding to the assistance request, including: The behavior sequence data of the first user, the help request context data, and the candidate intent types are converted into natural language descriptions to obtain task prompt words; The task prompt is input into the intent recognition model so that the intent recognition model selects the target intent type from the candidate intent types based on the behavior sequence data and the help context data.

15. The method according to any one of claims 11-14, characterized in that, After adding the assistance terminal corresponding to the second user to the assistance session, the process also includes: A call request is sent to both the requesting end and the assisting end to establish a call connection between the first user and the second user, the call connection being used to enable the first user and the second user to have a real-time conversation.

16. The method according to claim 15, characterized in that, Also includes: Receive permission upgrade requests sent by the assisting end; Based on the intent data associated with the assistance request and the dialogue data between the second user and the first user after the call request is connected, the intent recognition model is invoked to perform intent recognition and obtain a new intent type. Based on the new intent type, new interface configuration data is sent to the assistance terminal so that the assistance terminal updates the assistance operation interface according to the new interface configuration data.

17. The method according to any one of claims 7-14, characterized in that, In response to the object processing request sent by the assisting terminal, the processing logic corresponding to the processing request is executed on the target service object according to the identity information of the first user, including: Parse the security token carried in the object processing request; Based on the security token corresponding to the assistance session and the security token carried by the object processing request, the object processing request is security verified. If the object processing request passes the security check, the identity information of the second user carried in the processing request is updated to the identity information of the first user to obtain the updated processing request; Based on the updated processing request, the processing logic corresponding to the processing request is executed on the target service object.

18. An online assistance information processing method, characterized in that, include: Respond to the first user's request for help and identify the target service recipient; The server sends an assistance request to the target service object. The assistance request enables the server to establish an assistance session corresponding to the assistance request and add the assistance client corresponding to the second user to the assistance session, so that the second user can assist the first user in performing operations related to the target service object through the assistance session. The assistance client is used to: after joining the assistance session, display the assistance operation interface of the target service object, the assistance operation interface including at least one operation element associated with the target service object, and send an object processing request to the server based on the second user's operation on any operation element on the assistance operation interface, so that the server can execute the processing logic corresponding to the processing request on the target service object according to the first user's identity information.

19. The method according to claim 18, characterized in that, In response to the first user's request for assistance, identify the target service recipients, including: In response to the first user's request for help, display at least one of the first user's orders; Based on the first user's selection operation on the at least one order, the selected order is determined as the target service object.

20. The method according to claim 18, characterized in that, Before sending an assistance request to the server based on the target service object, the process also includes: Based on the first user's contact information, at least one candidate user is displayed to handle the assistance request; Based on the first user's selection operation of the at least one candidate assisting user, the selected candidate user is determined as the second user.

21. The method according to any one of claims 18-20, characterized in that, Also includes: Receive the call request sent by the server; In response to the first user's call request, a call connection is established with the second user, which enables the first user and the second user to have a real-time conversation.

22. An electronic device, characterized in that, include: Memory and processor; The memory is used to store one or more computer instructions; The processor is configured to execute one or more computer instructions for performing the steps of the method according to any one of claims 1-21.

23. A computer-readable storage medium storing a computer program, characterized in that, When a computer program is executed by a processor, it is able to perform the steps of the method described in any one of claims 1-21.

24. A computer program product, characterized in that, include: A computer program / instruction that, when executed by a processor, enables the implementation of the steps in the method according to any one of claims 1-21.

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