Service track collecting method and apparatus, computer device, and storage medium

Abstract

A service track collecting method and apparatus, a computer device, and a storage medium. The method comprises: performing long screenshot processing on a current page displayed in a service system, and obtaining a long page snapshot, the long page snapshot being used for displaying the complete content of the current page; in response to each interaction operation performed on the current page, determining position information and operation information of each interaction operation separately acting on the current page; on the basis of the position information and operation information corresponding to each interaction operation, determining an interaction track and heat information of the interaction operations on the current page; on the basis of the interaction track and the heat information, performing combined rendering processing on the long page snapshot, and obtaining a page heatmap; extracting, from the page heatmap, page service data related to a target service of the service system; and on the basis of the page service data, determining a service track of the current page. By employing the described method, the efficiency of track collection can be improved.

Description

Service trajectory collection method, device, computer equipment and storage medium

[0001] Related applications

[0002] This application claims priority to Chinese patent application number 202310876550.9, filed on July 17, 2023, entitled “Service Trajectory Collection Method, Apparatus, Computer Equipment and Storage Medium,” the entire text of which is hereby incorporated by reference. Technical Field

[0003] The present application relates to the field of computer application technology, and in particular to a service trajectory collection method, apparatus, computer equipment, and storage medium. Background Art

[0004] With the rise of the mobile internet, applications have become the primary showcase for mobile internet products. By collecting user trace data on the pages they visit in applications, we can analyze this data and optimize the corresponding applications. Currently, the typical approach is to record the user interface and then perform text recognition on the recorded video to capture the corresponding interaction traces. However, screen recording requires a large amount of operation logs and video storage resources, which results in low trace collection efficiency.

[0005] Summary of the Invention

[0006] Based on this, it is necessary to provide a service trajectory collection method, device, computer equipment and storage medium that can improve efficiency in order to address the above technical problems.

[0007] In a first aspect, the present application provides a service trajectory collection method, the method comprising:

[0008] Take a long screenshot of the current page displayed in the business system to obtain a long page snapshot; the long page snapshot is used to display the complete content of the current page;

[0009] In response to each interactive operation performed on the current page, determining position information and operation information of each interactive operation acting on the current page;

[0010] Determine the interaction trajectory and thermal information of each interactive operation on the current page based on the position information and operation information corresponding to each interactive operation;

[0011] Combine and render long page snapshots based on interaction trajectories and thermal information to generate a page heat map.

[0012] Extract page business data related to the target business of the business system from the page heat map;

[0013] Determine the service trajectory of the current page based on the page business data.

[0014] In some embodiments, performing a long screenshot on the current page displayed in the business system to obtain a long page snapshot includes:

[0015] Monitoring page switching of the business system, and if page switching is detected in the business system, determining a page currently displayed in the business system to obtain a current page;

[0016] Starting from the top of the current page, the current page is scrolled and captured until the scrolling and capturing reaches the bottom of the current page, thereby obtaining a long page snapshot of the current page.

[0017] In some embodiments, the location information of the current page includes the location coordinates of the interaction operation in the current visible area of ​​the current page; the current visible area is at least a portion of the current page displayed when the corresponding interaction operation is performed; the operation information of the current page includes the number of interactions of the corresponding interaction operation in the current page;

[0018] The determining, based on the position information and operation information corresponding to each interactive operation, the interactive track and thermal information of each interactive operation on the current page includes:

[0019] Determining, based on the position coordinates of each interactive operation in the corresponding current visible area, an interactive track of each interactive operation on the current page;

[0020] The number of interactions of each interactive operation in the current page is converted into corresponding thermal information.

[0021] In some embodiments, the position information of the current page further includes a deviation corresponding to the interactive operation; the deviation is a degree of deviation of the current visible area displayed when the corresponding interactive operation is performed compared to the visible area displayed when the current page is not scrolled;

[0022] The determining, based on the position coordinates of each interactive operation in the corresponding current visible area, the interactive track of each interactive operation on the current page includes:

[0023] For each current interactive operation among the interactive operations, determining the coordinates of each current interactive operation in the page heat map according to the position coordinates and deviation corresponding to each current interactive operation;

[0024] The interaction tracks of the interaction operations on the current page are determined according to the coordinates of the current interaction operations in the page heat map.

[0025] In some embodiments, the interactive operation includes a mouse click operation; the page heat map displays click positions corresponding to each mouse click operation on the current page;

[0026] The extracting page business data related to the target business of the business system from the page heat map includes:

[0027] Performing text recognition and extraction processing at each click position on the current page to obtain page data corresponding to each click position;

[0028] The page business data related to the target business of the business system is determined from the page data corresponding to each click position.

[0029] In some embodiments, determining the page business data related to the target business of the business system from the page data corresponding to each click position includes:

[0030] The page data corresponding to each click position is pushed to the business identification model, and the business identification is performed on each page data through the business identification model to output page business data related to the target business.

[0031] In some embodiments, the service trace includes a service trace list; after determining the service trace of the current page according to the page business data, the method further includes:

[0032] Cache the service trace list in an information cache;

[0033] In response to a trajectory analysis request, the service trajectory list is called from the information cache to perform data analysis processing matching the trajectory analysis request according to the service trajectory list, and output a data analysis result.

[0034] In some embodiments, the service track list includes: the page code of the current page, the page link of the current page, the mouse click position in the current page, the recorded page business data, the time of recording the page business data, the operator information and the specific business operation.

[0035] In a second aspect, the present application further provides a service trajectory collection device, which includes:

[0036] The long screenshot module is used to take a long screenshot of the current page displayed in the business system to obtain a long page snapshot; the long page snapshot is used to display the complete content of the current page;

[0037] An information acquisition module, configured to respond to each interactive operation performed on the current page and determine the position information and operation information of each interactive operation on the current page;

[0038] An information processing module, configured to determine the interaction trajectory and thermal information of each interaction operation on the current page based on the position information and operation information corresponding to each interaction operation;

[0039] The combined rendering module is used to perform combined rendering processing on long page snapshots based on interaction trajectories and thermal information to obtain a page heat map;

[0040] A data extraction module is used to extract page business data related to the target business of the business system from the page heat map;

[0041] The track generation module is used to determine the service track of the current page based on the page business data.

[0042] In some embodiments, the long screenshot module is also used to monitor the page switching of the business system. If page switching is monitored in the business system, the page currently displayed in the business system is determined to obtain the current page; starting from the top of the current page, the current page is scrolled and captured until the scrolling screenshot reaches the bottom of the current page, thereby obtaining a long page snapshot of the current page.

[0043] In some embodiments, the position information of the current page includes the position coordinates of the interactive operation in the current visible area of ​​the current page; the current visible area is at least a partial area of ​​the current page displayed when the corresponding interactive operation is performed; the operation information of the current page includes the number of interactions of the corresponding interactive operation in the current page; the information processing module is also used to determine the interaction trajectory of each interactive operation in the current page based on the position coordinates of each interactive operation in the corresponding current visible area; and convert the number of interactions of each interactive operation in the current page into corresponding thermal information.

[0044] In some embodiments, the position information of the current page also includes the deviation corresponding to the interactive operation; the deviation is the degree of deviation of the current visible area displayed when the corresponding interactive operation is performed compared to the visible area displayed when the current page is not scrolled; the information processing module is also used to determine the coordinates of the current interactive operation in the page heat map according to the position coordinates and deviation corresponding to the current interactive operation for each current interactive operation in each interactive operation; and determine the interactive trajectory of each interactive operation on the current page according to the coordinates of each interactive operation in the page heat map.

[0045] In some embodiments, the interactive operation includes a mouse click operation, and the page heat map displays the click positions corresponding to each mouse click operation on the current page; the data extraction module is also used to perform text recognition and extraction processing at each click position on the current page to obtain page data corresponding to each click position; from the page data corresponding to each click position, determine the page business data related to the target business of the business system.

[0046] In some embodiments, the data extraction module is further used to push the page data corresponding to each click position into the business identification model, perform business identification on each page data through the business identification model, and output page business data related to the target business.

[0047] In some embodiments, the service trajectory includes a service trajectory list; the service trajectory collection device of the present application further includes a data analysis module, configured to cache the service trajectory list in an information cache, and, in response to a trajectory analysis request, call the service trajectory list from the information cache, perform data analysis processing matching the trajectory analysis request according to the service trajectory list, and output a data analysis result.

[0048] In a third aspect, the present application provides a computer device, which includes a memory and a processor. The memory stores a computer program, and when the processor executes the computer program, the steps in the above-mentioned service trajectory collection method are implemented.

[0049] In a fourth aspect, the present application provides a computer-readable storage medium having a computer program stored thereon, which implements the steps in the above-mentioned service trajectory collection method when executed by a processor.

[0050] In a fifth aspect, the present application provides a computer program product, which includes a computer program. When the computer program is executed by a processor, it implements the steps in the above-mentioned service trajectory collection method.

[0051] The above-mentioned service trajectory collection method, device, computer equipment, storage medium and computer program product, by taking a long screenshot of the current page displayed in the business system, obtains a long page snapshot showing the complete content of the current page. According to the position information and operation information corresponding to each interactive operation, the interactive trajectory and thermal information of each interactive operation on the current page are determined; the long page snapshot is combined and rendered according to the interactive trajectory and thermal information to obtain a page thermal map; the page business data related to the target business of the business system is extracted from the page thermal map; the service trajectory of the current page is determined according to the page business data. The present application can realize subsequent service trajectory generation based on the long page snapshot, interactive trajectory and thermal information, and there is no need to record the current page and set the buried points in the current page in advance. In addition, the present application can complete the page thermal map through the long page snapshot, and the storage resources occupied by the image are less than the storage resources occupied by the video and each buried point. This can greatly reduce the computational amount of service trajectory generation, thereby improving the efficiency of trajectory collection. BRIEF DESCRIPTION OF THE DRAWINGS

[0052] To more clearly illustrate the technical solutions in the embodiments of this application or related technologies, the following briefly introduces the drawings required for use in the embodiments or related technology descriptions. Obviously, the drawings described below are only some embodiments of this application. For those of ordinary skill in the art, other drawings can be derived from these drawings without inventive effort.

[0053] FIG1 is a flow chart of a service trajectory collection method provided in an embodiment of the present application.

[0054] FIG2 is a schematic diagram showing the relationship between a traffic platform and a business system provided in an embodiment of the present application.

[0055] FIG3 is a flow chart of another service trajectory collection method provided in an embodiment of the present application.

[0056] FIG4 is a structural block diagram of a service trajectory collection system provided in an embodiment of the present application.

[0057] FIG5 is a diagram showing the internal structure of a computer device according to an embodiment of the present application.

[0058] FIG6 is a diagram showing the internal structure of another computer device provided in an embodiment of the present application. DETAILED DESCRIPTION

[0059] In order to make the purpose, technical solutions and advantages of this application more clear, the following further describes this application in detail with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain this application and are not intended to limit this application.

[0060] Customer service is a crucial bridge between businesses and their customers. Common online service formats include call center hotlines, websites, mobile apps, and mini-programs. By collecting customer service traces, we can realistically recreate the service scenarios of customer interactions, more accurately understand customer intent, and provide high-quality service more quickly. Customer service trace collection can be configured through internet services and mobile apps on the front end to track operations. However, due to the numerous systems involved and the complex operations of hotline services, service trace collection has long been a shortcoming of call centers.

[0061] Currently, the common service trace collection method for call centers is to connect various business systems, track each operation module, or record the screen through the agent operation interface and then collect it using optical character recognition (OCR). However, tracking the operation modules of each system involves multiple modules in multiple systems, which is a large workload and has a low input-output ratio, resulting in low efficiency in service trace collection. Recording the screen through the agent operation interface requires large operation logs and video storage resources, and the amount of data cleaning is huge, which also affects the efficiency of service trace collection. Among them, a call center refers to an organization or institution that is specifically responsible for receiving, processing, and managing calls from customers. Calls in a call center can be handled by human agents (i.e., customer service representatives) or automated systems.

[0062] Therefore, to address the low efficiency of service trajectory collection, this application proposes a service trajectory collection method that effectively reduces the resource requirements for service trajectory storage by taking screenshots of long pages. Furthermore, this application eliminates the need for pre-installed data points in the business system. By deploying one point and applying it to multiple points, this effectively reduces the workload of project implementation and significantly reduces the computational effort required to generate service trajectories, thereby improving the efficiency of trajectory collection.

[0063] In some embodiments, as shown in FIG1 , a service trajectory collection method is provided. This embodiment uses the method applied to a computer device as an example. It is understood that the computer device may be a server or a terminal. The method may be implemented by the server or terminal alone, or through interaction between the server and the terminal. In this embodiment, the method includes the following steps:

[0064] Step S102 : performing a long screenshot process on the current page displayed in the business system to obtain a long page snapshot.

[0065] In some embodiments, the service trace collection method is applied to a call platform or traffic platform deployed on a computer device. A call platform is a software system or service that provides a variety of call-related functions, designed to help organizations or businesses meet their needs for telephone communications, customer service, and call center management. A traffic platform is a software system designed to support and manage the processing and distribution of large numbers of telephone calls.

[0066] It is understood that both the call platform and the traffic platform provide call processing functions and can be used to support the operation and management of the call center. It should be noted that the call platform or the traffic platform can run on a computer device.

[0067] The business system refers to the system currently operated by the customer service representative. The current page refers to the page currently opened by the customer service representative in the business system.

[0068] Long screenshot processing is a technology that takes screenshots of long web pages or content that exceeds the screen's display area and synthesizes them into a complete image. As you can see, when a webpage or application's content exceeds the screen height, traditional screenshot methods can only capture the portion of content within the current screen area, failing to fully capture the entire page. Long screenshot processing, however, captures the entire content of the current page, including the portion that exceeds the visible screen area.

[0069] A long page snapshot obtained by taking a long screenshot of the current page is used to display the complete content of the current page.

[0070] Specifically, a call platform or a traffic platform deployed in a computer device performs a long screenshot process on the current page being displayed in the business system to obtain a long page snapshot showing the complete content of the current page.

[0071] Step S104 : In response to each interactive operation performed on the current page, determining the position information and operation information of each interactive operation acting on the current page.

[0072] Among them, interactive operations refer to the interactive behavior between users and web pages, which involves the process of interactive operations such as clicking, scrolling, and inputting on elements, content or functions on the web pages.

[0073] In some embodiments, the interactive operation includes at least one of a mouse click operation, a mouse movement operation, a keyboard input operation, a webpage scrolling operation, an element drag-and-drop operation, or a page switching operation. A mouse click operation refers to an operation of clicking anywhere on a webpage with the left or right mouse button; a mouse movement operation refers to an operation of moving the cursor on a webpage using a mouse; a keyboard input operation refers to an operation of using a keyboard to enter text, numbers, or other characters in a specific area of ​​a webpage; a webpage scrolling operation refers to an operation of scrolling vertically or horizontally on a webpage to view more content; an element drag-and-drop operation refers to an operation of dragging a draggable element on a webpage to adjust its position; and a page switching operation refers to an operation of switching or navigating between different webpages.

[0074] The location information is used to reflect the location of each interactive operation on the current page. The operation information is used to reflect the operation status of each interactive operation on the current page, such as the number of times the same interactive operation is performed on the current page, and the page code of the current page.

[0075] Specifically, the computer device responds to each interactive operation performed on the current page, determines the position and operation status of each interactive operation on the current page, and obtains the position information and operation information corresponding to each interactive operation.

[0076] Step S106 : determining the interaction track and thermal information of each interaction operation on the current page according to the position information and operation information corresponding to each interaction operation.

[0077] The interaction trajectory refers to the recording and capture of the user's interactive operations and operation paths on the current page. Thermal information is used to represent the hotspot distribution and density of each interactive operation and is used to draw the corresponding heat map. In some embodiments, thermal information can reflect the number of executions of each interactive operation on the current page, such as the number of clicks of each mouse operation on the current page.

[0078] Specifically, the call platform or the service platform determines the trajectory of each interactive operation on the current page based on the position information corresponding to each interactive operation to obtain the interaction trajectory. The call platform or the service platform converts the operation information corresponding to each interactive operation into the thermal information required for drawing the heat map.

[0079] Step S108 : performing combined rendering processing on the long page snapshot according to the interaction trajectory and thermal information to obtain a page heat map.

[0080] Page heatmaps typically represent page heat based on a certain data distribution, such as the number of mouse clicks, activity frequency, and page views. In practical applications, page heatmaps are rendered into different colors, intensities, or block areas to visualize the heat changes of various interactive operations.

[0081] Specifically, the call platform or the traffic platform draws a heat map for the long page snapshot according to the thermal information, and superimposes and renders the interaction trajectory with the drawn heat map to obtain a page heat map that simultaneously displays the interaction trajectory and thermal information.

[0082] In some embodiments, in a page heat map, higher heat may correspond to areas with more interactive operations, while lower heat may correspond to areas with fewer interactive operations. Using the heat information in the page heat map, you can intuitively understand the interaction status of each interactive operation and quickly identify areas with frequent interactions on the current page for subsequent data analysis.

[0083] Step S110 : extracting page business data related to the target business of the business system from the page heat map.

[0084] Among them, the target business refers to the business that needs to be focused on when performing data analysis; the page business data refers to the business data required when performing data analysis.

[0085] Specifically, the call platform or the service platform performs text recognition processing on the page heat map, such as performing OCR recognition, to extract data related to the target business from the recognized text information to obtain page business data.

[0086] Step S112: determining the service track of the current page according to the page business data.

[0087] Specifically, if the page service data is consistent with the text information extracted by OCR recognition, the service trajectory of the current page is the interaction trajectory of the current page. If the page service data is inconsistent with the text information extracted by OCR recognition, the service trajectory related to the target service is regenerated based on the filtered page service data.

[0088] In some embodiments, the service trace can be a service trace list. The service trace list may include the page code of the current page, the page link of the current page, the mouse click location on the current page, the recorded page business data, the time when the page business data was recorded, operator information, and specific business operations, such as click, copy, and paste.

[0089] In some embodiments, as shown in FIG2 , the systems implementing the service trajectory collection method of the present application include a call center platform, a customer service portal page, a business system, and a third-party system, wherein the call center platform includes a long page screenshot component, a mouse action collection component, a layer drawing component, an OCR recognition component, a business identification model, and an information cache. Among them, the long page screenshot component is used to take a long screenshot of the current page opened by the customer service representative. The mouse action collection component is used to record the customer service representative's mouse clicks, mouse selections, copy and paste operations, and record the coordinate information of the above interactive operations. The layer drawing component is used to perform layer overlay calculations and multi-layer mixed calculations on the trajectory information and the long page snapshot. The OCR recognition component is used to perform OCR recognition. The business identification model is used to store the business identification model of the call center to identify the page business data that needs to be recorded through the business identification model. The information cache is a database used to store long page snapshots, mouse trajectory records, and other information.

[0090] In some embodiments, the long page screenshot component can collect information on the customer service portal page, business system and third-party system, such as collecting corresponding long page snapshots. The mouse action collection component can collect information on the customer service portal page, business system and third-party system, such as collecting corresponding mouse click operations. Through the long page snapshot in the long page screenshot component and the mouse click operation in the mouse action collection component, the corresponding trajectory information is generated, and the trajectory information is sent to the layer depiction component for combined rendering processing to obtain a page heat map. The page heat map is sent to the OCR recognition component for OCR recognition to obtain the recognized page data. The recognized page data is input into the business recognition model for processing to determine the final service trajectory list, and the service trajectory list is stored in the information cache.

[0091] The above-mentioned service trajectory collection method obtains a long page snapshot showing the complete content of the current page by taking a long screenshot of the current page displayed in the business system. According to the position information and operation information corresponding to each interactive operation, the interaction trajectory and thermal information of each interactive operation on the current page are determined; the long page snapshot is combined and rendered according to the interaction trajectory and thermal information to obtain a page heat map; the page business data related to the target business of the business system is extracted from the page heat map; the service trajectory of the current page is determined according to the page business data. The present application can realize subsequent service trajectory generation based on the long page snapshot, interaction trajectory and thermal information, without the need to record the current page and set the buried points in the current page in advance. In addition, the present application can obtain a complete page heat map through a long page snapshot, and the storage resources occupied by the image are less than the storage resources occupied by the video and each buried point. This can greatly reduce the amount of calculation for service trajectory generation, thereby improving the efficiency of trajectory collection.

[0092] In some embodiments, step S102 specifically includes but is not limited to: monitoring the page switching of the business system, and if page switching is detected in the business system, determining the page currently displayed in the business system to obtain the current page; starting from the top of the current page, taking a scrolling screenshot of the current page until the scrolling screenshot reaches the bottom of the current page to obtain a long page snapshot of the current page.

[0093] The page switching situation refers to the situation of opening a new page in the business system or switching the current page.

[0094] Scrolling screenshot processing refers to the process of automatically scrolling a web page and continuously reading the content on the screen to stitch together individual screenshots to form a comprehensive long page snapshot.

[0095] Specifically, the long-page screenshot component of the call platform or service platform monitors page switching in the business system in real time. If it detects that a customer representative has opened a new page or switched to a new page, it determines the currently displayed page in the business system and obtains the current page. The call platform or service platform then takes a scrolling screenshot of the current page, starting from the top of the current page and continuing until it reaches the bottom, obtaining a long-page snapshot showing the entire content of the current page.

[0096] In some embodiments, if the call platform or service platform recognizes that the current page is opened through a third-party system, such as a non-browser system, it can then identify page changes and take screenshots based on the page changes to obtain a long page snapshot.

[0097] It can be seen that in this embodiment, the long page snapshot obtained by intercepting the complete content of the current page can effectively reduce resource storage requirements and can display the complete trajectory information of the current page on a single image, which has strong applicability.

[0098] In some embodiments, the position information of the current page includes the position coordinates of the interaction operation in the current visible area of ​​the current page. The current visible area is at least a portion of the current page that is displayed when the corresponding interaction operation is performed. The operation information of the current page includes the number of interactions of the corresponding interaction operation in the current page. Step S106 specifically includes but is not limited to: determining the interaction trajectory of each interaction operation in the current page based on the position coordinates of each interaction operation in the corresponding current visible area; converting the number of interactions of each interaction operation in the current page into corresponding thermal information.

[0099] The viewable area refers to the area on the screen where the content of the current web page is displayed. It is understood that since different devices may have different screen sizes and resolutions, the size of the viewable area of ​​the web page may vary, and it is usually necessary to scroll in the web page to view content beyond the viewable area.

[0100] Specifically, the call platform or service platform determines the interaction trajectory of each interaction operation on the current page based on the location coordinates of each interaction operation within the corresponding currently visible area, such as the click location of each mouse click operation within the corresponding currently visible area. Furthermore, the call platform or service platform converts the number of interactions for each interaction operation on the current page into corresponding heat information, thereby visually displaying the heat of each interaction operation on the current page, which can facilitate corresponding data analysis.

[0101] In some embodiments, the position information of the current page also includes the deviation corresponding to the interactive operation. The deviation is the degree of deviation of the current visible area displayed when the corresponding interactive operation is performed compared to the visible area displayed when the current page is not scrolled. The step of "determining the interactive trajectory of each interactive operation on the current page according to the position coordinates of each interactive operation in the corresponding current visible area" specifically includes but is not limited to: for each current interactive operation in each interactive operation, determining the coordinates of the current interactive operation in the page heat map according to the position coordinates and deviation corresponding to each current interactive operation; determining the interactive trajectory of each interactive operation on the current page according to the coordinates of each current interactive operation in the page heat map.

[0102] Specifically, the call platform or service platform determines the coordinates of each current interaction operation in the page heat map based on the corresponding position coordinates and deviation of the current interaction operation. For example, a customer service representative scrolls the current page to the middle of the page and clicks the mouse in the currently displayed visible area to determine the clicked location. However, due to the scrolling of the current page, the determined location does not correspond to the location of the long page snapshot. In this case, the original location needs to be corrected using the deviation to restore the click position in the long page snapshot, obtain the coordinates of the mouse click in the long page snapshot, and use these coordinates as the coordinates of the mouse click in the page heat map. Based on the coordinates of each interaction operation in the page heat map and the order in which each interaction operation occurs, the call platform or service platform sequentially combines all interaction points to form a complete interaction trajectory, thereby determining the sequential relationship and path between each interaction point. In this embodiment, visually presenting the interaction trajectory can better understand the user's interactive behavior and path within the web page.

[0103] In some embodiments, the trajectory information collected by the call platform or the traffic platform includes a long page snapshot, the coordinates of each interaction point, and the page code used to represent the corresponding page. The call platform or the traffic platform can push the collected trajectory information to the layer rendering component to perform layer combination rendering calculations to output a page heat map with interaction tracks, such as mouse click tracks, and push it to the OCR recognition component for OCR recognition.

[0104] In some embodiments, the interactive operation includes a mouse click operation; the page heat map displays the click locations corresponding to each mouse click operation on the current page. Step S110 specifically includes, but is not limited to: performing text recognition and extraction processing at each click location on the current page to obtain page data corresponding to each click location; and determining page business data related to the target business of the business system from the page data corresponding to each click location.

[0105] Specifically, the OCR recognition component of the call platform or the service platform performs OCR recognition based on the thermal information in the current page, that is, at each click position on the current page, and extracts the text information at each position to obtain page data. Afterwards, the call platform or the service platform performs data cleaning on the page data corresponding to each click position to determine the page business data related to the target business of the business system from the page data. By retaining the page business data required for the target business, this application can more accurately collect the business information that users are concerned about, so that the subsequent service tracks generated based on the page business data are more meaningful for reference.

[0106] In some embodiments, the step of "determining the page business data related to the target business of the business system from the page data corresponding to each click position" specifically includes but is not limited to: pushing the page data corresponding to each click position to the business identification model, performing business identification on each page data through the business identification model to output the page business data related to the target business.

[0107] The business identification model is stored in the call center and is used to identify business information that needs to be recorded.

[0108] Specifically, the OCR recognition component pushes the extracted page data to the business recognition model, so that the business recognition model performs matching of the data required for analysis, cleans out invalid business information, retains only data related to the target business, and obtains page business data.

[0109] In some embodiments, the service trajectory includes a service trajectory list. After step S112, the service trajectory collection method of the present application further includes, but is not limited to: caching the service trajectory list in an information cache; and in response to a trajectory analysis request, calling the service trajectory list from the information cache to perform data analysis processing that matches the trajectory analysis request based on the service trajectory list, and outputting a data analysis result.

[0110] Among them, the service track list includes page business data.

[0111] Specifically, the call platform or the call service platform caches the service trace list in an information cache. In response to a trace analysis request sent by a trace data user, the call platform or the call service platform retrieves the corresponding service trace list from the information cache through a corresponding interface. It then performs data analysis matching the trace analysis request based on the page service data in the retrieved service trace list and outputs the data analysis results.

[0112] In some embodiments, data analysis includes traffic structure analysis and traffic quality monitoring. This analysis outputs trip traffic structure results by clustering service data and determining the frequency of occurrence of each data item. Alternatively, intelligent quality inspection tasks are performed by inputting the service trajectory list into a quality inspection model, thereby outputting quality monitoring results.

[0113] In some embodiments, the present application can more accurately collect business information that customers are concerned about by combining rendering calculations of long page snapshots and mouse operation trajectories, and the collection of long page snapshots can effectively compress the storage resources required for screen recording or operation tracking.

[0114] It should be noted that this application can be applied to the collection of customer service trajectories in call centers. Through the operator's actions, the intention of the caller can be identified to provide more accurate services. It can also be used for offline services in the future, such as collecting service trajectory information in business halls. In addition, this application can be implemented through system development, which is simple and low-cost to implement, and has good practicality. It can effectively replace the traditional point-of-sale service information collection, reduce the amount of data cleaning and operation and maintenance costs of information collection, and can be widely used in the collection of customer service trajectories in call centers and Internet channels.

[0115] In some embodiments, as shown in FIG3 , the service trajectory collection method of the present application further includes but is not limited to the following steps:

[0116] Step S302 : monitoring the page switching of the business system. If it is monitored that a page switching occurs in the business system, determining the page currently displayed in the business system and obtaining the current page.

[0117] Step S304 , starting from the top of the current page, the current page is scrolled and captured until the scrolling capture reaches the bottom of the current page, thereby obtaining a long page snapshot of the current page.

[0118] Step S306 : In response to each interactive operation performed on the current page, determining the position information, deviation, and operation information of each interactive operation on the current page.

[0119] Step S308 : for each current interactive operation in the interactive operations, the coordinates of each current interactive operation in the page heat map are determined according to the position coordinates and deviation corresponding to each current interactive operation.

[0120] Step S310 : determining the interaction track of each interaction operation on the current page according to the coordinates of each current interaction operation in the page heat map.

[0121] Step S312: convert the number of interactions of each interactive operation in the current page into corresponding thermal information.

[0122] Step S314 , performing combined rendering processing on the long page snapshot according to the interaction trajectory and thermal information to obtain a page heat map.

[0123] Step S316: perform text recognition and extraction processing at each click position on the current page to obtain page data corresponding to each click position.

[0124] Step S318: Push the page data corresponding to each click position to the business identification model, perform business identification on each page data through the business identification model, and output page business data related to the target business.

[0125] Step S320: Determine the service track list of the current page according to the page business data.

[0126] Step S322: Cache the service trace list in the information cache.

[0127] Step S324 , in response to the trajectory analysis request, calling the service trajectory list from the information cache, performing data analysis processing that matches the trajectory analysis request according to the service trajectory list, and outputting the data analysis result.

[0128] It should be understood that, although the steps in the flowcharts of the above-mentioned embodiments are shown in sequence as indicated by the arrows, these steps are not necessarily executed in the order indicated by the arrows. Unless otherwise specified herein, there is no strict order restriction on the execution of these steps, and these steps can be executed in other orders. Moreover, at least a portion of the steps in the flowcharts of the above-mentioned embodiments may include multiple steps or multiple stages, and these steps or stages are not necessarily executed at the same time, but can be executed at different times. The execution order of these steps or stages is not necessarily sequential, but can be executed in turn or alternately with other steps or at least a portion of steps or stages in other steps.

[0129] Based on the same inventive concept, embodiments of the present application also provide a service trajectory collection device. The solution provided by this system is similar to the solution described in the aforementioned method. Therefore, the specific limitations of one or more embodiments of the service trajectory collection device provided below can be found in the aforementioned limitations of the service trajectory collection method and will not be further elaborated here.

[0130] As shown in FIG4 , the embodiment of the present application provides a service trajectory collection device, including: a long screenshot module 402, an information acquisition module 404, an information processing module 406, a combination rendering module 408, a data extraction module 410, and a trajectory generation module 412. Among them:

[0131] The long screenshot module 402 is used to perform a long screenshot process on the current page displayed in the business system to obtain a long page snapshot; the long page snapshot is used to display the complete content of the current page;

[0132] The information acquisition module 404 is used to respond to each interactive operation performed on the current page and determine the position information and operation information of each interactive operation on the current page;

[0133] The information processing module 406 is used to determine the interaction trajectory and thermal information of each interaction operation on the current page based on the position information and operation information corresponding to each interaction operation;

[0134] The combined rendering module 408 is used to perform combined rendering processing on the long page snapshot according to the interaction trajectory and thermal information to obtain a page heat map;

[0135] The data extraction module 410 is used to extract page business data related to the target business of the business system from the page heat map;

[0136] The track generation module 412 is used to determine the service track of the current page according to the page service data.

[0137] The above-mentioned service trajectory collection device obtains a long page snapshot showing the complete content of the current page by taking a long screenshot of the current page displayed in the business system. According to the position information and operation information corresponding to each interactive operation, the interactive trajectory and thermal information of each interactive operation on the current page are determined; the long page snapshot is combined and rendered according to the interactive trajectory and thermal information to obtain a page thermal map; the page business data related to the target business of the business system is extracted from the page thermal map; and the service trajectory of the current page is determined according to the page business data. The present application can realize subsequent service trajectory generation based on the long page snapshot, interactive trajectory and thermal information, and there is no need to record the current page or set the buried points in the current page in advance. In addition, the present application can complete the page thermal map through the long page snapshot, and the storage resources occupied by the image are less than the storage resources occupied by the video and each buried point. This can greatly reduce the amount of calculation for service trajectory generation, thereby improving the efficiency of trajectory collection.

[0138] In some embodiments, the long screenshot module 402 is also used to monitor the page switching of the business system. If it is monitored that a page switching occurs in the business system, the page currently displayed in the business system is determined to obtain the current page; starting from the top of the current page, the current page is scrolled and screenshoted until the scrolling screenshot reaches the bottom of the current page to obtain a long page snapshot of the current page.

[0139] In some embodiments, the location information of the current page includes the location coordinates of the interaction operation in the current visible area of ​​the current page. The current visible area is at least a portion of the current page that is displayed when the corresponding interaction operation is performed. The operation information of the current page includes the number of interactions of the corresponding interaction operation in the current page. The information processing module 406 is further used to determine the interaction trajectory of each interaction operation in the current page based on the location coordinates of each interaction operation in the corresponding current visible area, and convert the number of interactions of each interaction operation in the current page into corresponding thermal information.

[0140] In some embodiments, the position information of the current page also includes the deviation corresponding to the interactive operation. The deviation is the degree of deviation of the current visible area displayed when the corresponding interactive operation is performed compared to the visible area displayed when the current page is not scrolled. The information processing module 406 is also used to determine the coordinates of each current interactive operation in the page heat map based on the position coordinates and deviation corresponding to each current interactive operation for each interactive operation; and determine the interactive trajectory of each interactive operation on the current page based on the coordinates of each interactive operation in the page heat map.

[0141] In some embodiments, the interactive operation includes a mouse click operation. The page heat map displays the click locations corresponding to each mouse click operation on the current page. The data extraction module 410 is further configured to perform text recognition and extraction processing at each click location on the current page to obtain page data corresponding to each click location; and to determine page business data related to the target business of the business system from the page data corresponding to each click location.

[0142] In some embodiments, the data extraction module 410 is further used to push each page data corresponding to each click position into the business identification model, perform business identification on each page data through the business identification model, and output page business data related to the target business.

[0143] In some embodiments, the service trajectory includes a service trajectory list. The service trajectory collection device of the present application further includes a data analysis module configured to cache the service trajectory list in an information cache, and, in response to a trajectory analysis request, retrieve the service trajectory list from the information cache, perform data analysis processing matching the trajectory analysis request based on the service trajectory list, and output a data analysis result.

[0144] Each module in the aforementioned service trajectory collection device can be implemented in whole or in part through software, hardware, or a combination thereof. Each module can be embedded in or independent of a processor in a computer device in the form of hardware, or can be stored in a memory in the computer device in the form of software, so that the processor can call and execute the corresponding operations of each module.

[0145] In some embodiments, a computer device is provided, which may be a server. A diagram of its internal structure may be shown in FIG5 . The computer device includes a processor, memory, an input / output (I / O) interface, and a communication interface. The processor, memory, and I / O interface are connected via a system bus, and the communication interface is connected to the system bus via the I / O interface. The processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and internal memory. The non-volatile storage medium stores an operating system, a computer program, and a database. The internal memory provides an environment for the operating system and computer program in the non-volatile storage medium to run. The database of the computer device is configured to store data related to service trajectory collection. The I / O interface of the computer device is configured to exchange information between the processor and external devices. The communication interface of the computer device is configured to communicate with external terminals via a network connection. When executed by the processor, the computer program implements the steps of the aforementioned service trajectory collection method.

[0146] In some embodiments, a computer device is provided, which may be a terminal. Its internal structure diagram may be as shown in Figure 6. The computer device includes a processor, memory, an input / output interface, a communication interface, a display unit, and an input device. The processor, memory, and input / output interface are connected via a system bus, and the communication interface, display unit, and input device are connected to the system bus via the input / output interface. The processor of the computer device is used to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operation of the operating system and computer program in the non-volatile storage medium. The input / output interface of the computer device is used to exchange information between the processor and external devices. The communication interface of the computer device is used to communicate with external terminals via wired or wireless communication, where the wireless communication may be achieved via Wi-Fi, a mobile cellular network, NFC (near-field communication), or other technologies. When executed by the processor, the computer program implements the steps of the service trajectory collection method described above. The display unit of the computer device is used to produce a visually visible image and may be a display screen, a projection device, or a virtual reality imaging device. The display screen can be a liquid crystal display screen or an electronic ink display screen; the input device of the computer device can be a touch layer covering the display screen, or a button, trackball or touchpad set on the computer device casing, or an external keyboard, touchpad or mouse, etc.

[0147] Those skilled in the art will understand that the structure shown in Figure 5 or Figure 6 is merely a block diagram of a partial structure related to the solution of the present application, and does not constitute a limitation on the computer device to which the solution of the present application is applied. The specific computer device may include more or fewer components than shown in the figure, or combine certain components, or have a different component arrangement.

[0148] In some embodiments, a computer device is provided. The computer device includes a memory and a processor. The memory stores a computer program. When the processor executes the computer program, the steps in the above method embodiments are implemented.

[0149] In some embodiments, a computer-readable storage medium is provided. The computer-readable storage medium stores a computer program. When the computer program is executed by a processor, the steps in the above-mentioned method embodiments are implemented.

[0150] In some embodiments, a computer program product is provided. The computer program product includes a computer program. When the computer program is executed by a processor, the steps in the above method embodiments are implemented.

[0151] 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, stored data, displayed data, etc.) involved in this application are all information and data authorized by the user or fully authorized by all parties, and the collection, use and processing of relevant data must comply with the relevant laws, regulations and standards of relevant countries and regions.

[0152] Those skilled in the art will appreciate that all or part of the processes in the above-mentioned embodiment methods can be implemented by instructing the relevant hardware through a computer program, and the computer program can be stored in a non-volatile computer-readable storage medium. When the computer program is executed, it can include the processes of the embodiments of the above-mentioned methods. Among them, any reference to memory, database or other media used in the embodiments provided in this application may include at least one of non-volatile and volatile memory. Non-volatile memory may include read-only memory (ROM), magnetic tape, floppy disk, flash memory, optical memory, high-density embedded non-volatile memory, resistive random access memory (ReRAM), magnetic random access memory (MRAM), ferroelectric random access memory (FRAM), phase change memory (PCM), graphene memory, etc. Volatile memory may include random access memory (RAM) or external cache memory, etc. By way of illustration and not limitation, RAM can be in various forms, such as static random access memory (SRAM) or dynamic random access memory (DRAM). The database involved in the various embodiments provided herein may include at least one of a relational database and a non-relational database. Non-relational databases may include, but are not limited to, distributed databases based on blockchains. The processor involved in the various embodiments provided herein may be, but are not limited to, a general-purpose processor, a central processing unit, a graphics processing unit, a digital signal processor, a programmable logic unit, a data processing logic unit based on quantum computing, and the like.

[0153] The technical features of the above embodiments can be combined arbitrarily. To make the description concise, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this specification.

[0154] The above-described embodiments merely represent several implementation methods of the present application. While the descriptions are relatively specific and detailed, they should not be construed as limiting the scope of the present application. It should be noted that a person of ordinary skill in the art may make various modifications and improvements without departing from the spirit of the present application, and these modifications and improvements fall within the scope of protection of the present application. Therefore, the scope of protection of the present application shall be determined by the appended claims.

Claims

1. A service trajectory collection method, comprising: Performing a long screenshot process on the current page displayed in the business system to obtain a long page snapshot, wherein the long page snapshot is used to display the complete content of the current page; In response to each interactive operation performed on the current page, determining the position information and operation information of each interactive operation respectively acting on the current page; Determining the interaction track and thermal information of each interactive operation on the current page according to the position information and operation information respectively corresponding to each interactive operation; Performing combined rendering processing on the long page snapshot according to the interaction trajectory and the thermal information to obtain a page thermal map; Extracting page business data related to the target business of the business system from the page heat map; The service track of the current page is determined according to the page business data.

2. The method according to claim 1, wherein the long screen capture of the current page displayed in the business system to obtain a long page snapshot comprises: Monitoring the page switching of the business system, and if it is monitored that a page switching occurs in the business system, determining the page currently displayed in the business system to obtain the current page; Starting from the top of the current page, the current page is scrolled and captured until the scrolling and capturing reaches the bottom of the current page, thereby obtaining a long page snapshot of the current page.

3. The method according to claim 1, wherein the position information of the current page includes the position coordinates of the interaction operation in the current visible area of ​​the current page; the current visible area is at least a part of the current page displayed when the corresponding interaction operation is performed; the operation information of the current page includes the number of interactions of the corresponding interaction operation in the current page; The determining, according to the position information and the operation information respectively corresponding to the interaction operations, the interaction track and the thermal information of the interaction operations on the current page includes: Determining, according to the position coordinates of each interactive operation in the corresponding current visible area, an interactive track of each interactive operation on the current page; The number of interactions of each interactive operation in the current page is converted into corresponding thermal information.

4. The method according to claim 3, wherein the position information of the current page further includes a deviation corresponding to the interactive operation; the deviation is the degree of deviation of the current visible area displayed when the corresponding interactive operation is performed compared to the visible area displayed when the current page is not scrolled; The step of determining the interaction track of each interaction operation on the current page according to the position coordinates of each interaction operation in the corresponding current visible area includes: For each current interaction operation among the interaction operations, determining the coordinates of each current interaction operation in the page heat map according to the position coordinates and the deviation corresponding to each current interaction operation; According to the coordinates of each current interaction operation in the page heat map, the interaction track of each interaction operation on the current page is determined.

5. The method according to claim 1, wherein the interactive operation comprises a mouse click operation; the page heat map displays each click position corresponding to each mouse click operation on the current page; The extracting page business data related to the target business of the business system from the page heat map includes: Performing text recognition and extraction processing at each click position of the current page to obtain page data corresponding to each click position; The page business data related to the target business of the business system is determined from the page data corresponding to each click position.

6. The method according to claim 5, wherein determining the page business data related to the target business of the business system from the page data corresponding to each click position comprises: The page data corresponding to each click position is pushed to the business identification model, and the business identification is performed on each page data through the business identification model to output page business data related to the target business.

7. The method according to any one of claims 1 to 6, wherein the service trace comprises a service trace list; After determining the service track of the current page according to the page business data, the method further includes: Cache the service track list in an information cache library; In response to a trajectory analysis request, the service trajectory list is called from the information cache to perform data analysis processing matching the trajectory analysis request according to the service trajectory list and output a data analysis result.

8. The method according to claim 7, wherein the service track list comprises: The page code of the current page, the page link of the current page, the mouse click position in the current page, the recorded page business data, the time when the page business data was recorded, the operator information and the specific business operation.

9. A service trajectory collection device, comprising: The long screenshot module is used to take a long screenshot of the current page displayed in the business system to obtain a long page snapshot; The long page snapshot is used to display the complete content of the current page; An information acquisition module, configured to respond to each interactive operation performed on the current page and determine the position information and operation information of each interactive operation respectively acting on the current page; An information processing module, used to determine the interaction track and thermal information of each interactive operation on the current page according to the position information and operation information respectively corresponding to each interactive operation; A combined rendering module, used for performing combined rendering processing on the long page snapshot according to the interaction trajectory and the thermal information to obtain a page thermal map; A data extraction module, used to extract page business data related to the target business of the business system from the page heat map; The track generation module is used to determine the service track of the current page according to the page business data.

10. The device according to claim 9, wherein the long screenshot module is also used to: monitor the page switching of the business system, and if page switching is monitored to occur in the business system, determine the page currently displayed in the business system to obtain the current page; start from the top of the current page, perform a scrolling screenshot of the current page until the scrolling screenshot reaches the bottom of the current page, and obtain a long page snapshot of the current page.

11. The device according to claim 9, wherein the position information of the current page includes the position coordinates of the interaction operation in the current visible area of ​​the current page; the current visible area is at least a part of the current page displayed when the corresponding interaction operation is performed; the operation information of the current page includes the number of interactions of the corresponding interaction operation in the current page; The information processing module is also used to determine the interaction track of each interaction operation on the current page according to the position coordinates of each interaction operation in the corresponding current visible area, and convert the number of interactions of each interaction operation on the current page into corresponding thermal information.

12. The device according to claim 9, wherein the position information of the current page further includes a deviation corresponding to the interactive operation; the deviation is the degree of deviation of the current visible area displayed when the corresponding interactive operation is performed compared to the visible area displayed when the current page is not scrolled; The information processing module is also used to: for each current interactive operation in each interactive operation, determine the coordinates of each current interactive operation in the page heat map according to the position coordinates and deviation corresponding to each current interactive operation; and determine the interactive trajectory of each interactive operation on the current page according to the coordinates of each interactive operation in the page heat map.

13. The device according to claim 9, wherein the interactive operation includes a mouse click operation, and the page heat map displays each click position corresponding to each mouse click operation on the current page; The data extraction module is also used to: perform text recognition and extraction processing at each click position of the current page to obtain page data corresponding to each click position; and determine page business data related to the target business of the business system from the page data corresponding to each click position.

14. The device according to claim 13, wherein the data extraction module is also used to push each page data corresponding to each click position into a business identification model, and perform business identification on each page data through the business identification model to output page business data related to the target business.

15. The device according to claim 9 further comprises a data analysis module, which is used to cache the service trajectory list in an information cache library, and in response to a trajectory analysis request, call the service trajectory list from the information cache library to perform data analysis processing matching the trajectory analysis request according to the service trajectory list, and output a data analysis result.

16. A computer device comprising a memory and a processor, wherein the memory stores a computer program, wherein the processor implements the steps of the method according to any one of claims 1 to 8 when executing the computer program.

17. A computer-readable storage medium having a computer program stored thereon, wherein the computer program implements the steps of the method according to any one of claims 1 to 8 when executed by a processor.

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