CN111435480A

CN111435480A - Service management method, device, server and computer readable storage medium

Info

Publication number: CN111435480A
Application number: CN201910028255.1A
Authority: CN
Inventors: 张天明
Original assignee: Beijing Didi Infinity Technology and Development Co Ltd
Current assignee: Beijing Didi Infinity Technology and Development Co Ltd
Priority date: 2019-01-11
Filing date: 2019-01-11
Publication date: 2020-07-21

Abstract

The application provides a service management method, a service management device, a server and a computer readable storage medium, wherein the method comprises the following steps: after a service relationship is established between a service provider and a user, current state information of the service is acquired, wherein the current state information of the service comprises behavior information of the service provider and/or behavior information of the user; and if the behavior information of the service provider and/or the behavior information of the user are judged to be abnormal, outputting service relationship maintenance operation. According to the embodiment of the application, when the service provider establishes the service relationship with the user, the service provider can be restrained, and the service provided by the service provider can be managed and controlled.

Description

Service management method, device, server and computer readable storage medium

Technical Field

The present application relates to the field of internet technologies, and in particular, to a service management method, an apparatus, a server, and a computer-readable storage medium.

Background

Safety and compliance are very important links for service providers, when a service provider provides services for a user, there is a possibility of service separation from monitoring of the service provider, for example, the service provider provides services for the user privately, so that the service provider cannot restrict quality of service provided by the service provider for the user, and there is a transaction risk.

Disclosure of Invention

In view of the above, an object of the present invention is to provide a service management method, a device, a server and a computer-readable storage medium, which enable a service provider to restrict the service provider when establishing a service relationship with a user, so as to manage and control a service provided by the service provider.

According to an aspect of the present application, there is provided a service management method, the method including:

when a service relationship is established between a service provider and a user, acquiring current state information of the service, wherein the current state information of the service comprises behavior information of the service provider and/or behavior information of the user;

and if the behavior information of the service provider and/or the behavior information of the user are judged to be abnormal, outputting service relationship maintenance operation.

In some embodiments, the step of determining that the behavior information of the user has an abnormality includes:

acquiring a current service image of the service provider;

and if the character information contained in the current service image is different from the character information contained in the service relationship, the behavior information of the user is abnormal.

In some embodiments, if the personal information included in the current service image is different from the personal information included in the service relationship, the step of determining that the behavior information of the user is abnormal includes:

and if the number of the persons contained in the current service image is different from the number of the persons contained in the service relationship, the behavior information of the user is abnormal.

and if the gender component contained in the current service image is different from the gender component contained in the service relationship, the behavior information of the user is abnormal.

In some embodiments, the step of determining that the behavior information of the service provider is abnormal includes:

acquiring the working state of an image acquisition end corresponding to the service provider;

and if the image acquisition end corresponding to the service provider works abnormally, judging that the behavior information of the service provider is abnormal.

In some embodiments, the step of determining that the image capturing end corresponding to the service provider is abnormal in work includes:

if the service image collected by the image acquisition end corresponding to the service provider has no change for a first time threshold value picture; or the like, or, alternatively,

and if the figure information cannot be identified in the service images acquired by the image acquisition end corresponding to the service provider, determining that the image acquisition end corresponding to the service provider works abnormally.

In some embodiments, prior to the step of outputting the service relationship maintenance operation, the method further comprises:

sending service confirmation information to each user in the service relationship, wherein the service confirmation information is used for confirming whether the service provider is abnormal in service;

and if each user feeds back the service abnormal information, outputting service relationship maintenance operation.

In some embodiments, prior to the step of obtaining current state information of the service, the method further comprises:

receiving a service supervision request sent by a target user to respond to the service supervision request and acquire current state information of a service;

wherein, the target user is one of the users included in the service relationship.

In some embodiments, the step of outputting the service relationship maintenance operation comprises:

if the recorded abnormal times of the service relationship maintained by the service provider are lower than a first time threshold value within the range of a second threshold value time, sending first prompt information to the service provider;

and if the recorded abnormal times of the service relationship maintained by the service provider reach the first time threshold within the range of the second threshold time, sending second prompt information to a target terminal.

In some embodiments, the method further comprises:

and if the recorded abnormal times of the service relationship maintained by the service provider reach a second time threshold within the range of the second threshold time, stopping establishing a new service relationship for the service provider, wherein the second time threshold is larger than the first time threshold.

In some embodiments, the method further comprises:

updating the second threshold time, so that the updated second threshold time is used for determining the number of times that the service relationship maintained by the service provider is recorded abnormally.

In connection with another aspect of the present application, there is provided a service management apparatus, the apparatus including:

the system comprises a receiving and sending module, a sending and receiving module and a sending and receiving module, wherein the receiving and sending module is used for acquiring current state information of a service when a service provider establishes a service relationship with a user, and the current state information of the service comprises behavior information of the service provider and/or behavior information of the user;

and the processing module is used for outputting service relationship maintenance operation if the behavior information of the service provider and/or the behavior information of the user is judged to be abnormal.

In some embodiments, the processing module is specifically configured to:

acquiring a current service image of the service provider;

In some embodiments, the processing module is specifically configured to:

In some embodiments, the processing module is further to:

In some embodiments, the processing module is specifically configured to:

In some embodiments, the processing module is further specifically configured to:

According to another aspect of the present application, there is provided a server comprising: the server comprises a processor, a storage medium and a bus, wherein the storage medium stores machine-readable instructions executable by the processor, when the server runs, the processor and the storage medium communicate through the bus, and the processor executes the machine-readable instructions to execute the steps of the service management method.

According to another aspect of the present application, a computer-readable storage medium is provided, having stored thereon a computer program which, when executed by a processor, performs the steps of the service management method described above.

Based on any one of the above aspects, embodiments of the present application provide a service management method, apparatus, server, and computer-readable storage medium, when a service provider and a user establish a service relationship, by obtaining, as current state information of a service, behavior information of the service provider, behavior information of the user, or a combination of the behavior information of the service provider and the behavior information of the user in the established service relationship, and further when the behavior information of the service provider is abnormal, the behavior information of the user is abnormal, or both the behavior information of the service provider and the behavior information of the user are abnormal, determining that the service currently provided by the service provider for the user is abnormal, and outputting a service relationship maintenance operation to restrict the service provider, the service provider can be restrained, and the service provided by the service provider can be managed and controlled.

In addition, in some embodiments, by restricting the behavior information of the user of the service provider, when the service provider establishes a service relationship with the user, the current service image of the service provider is acquired, and the personal information included in the current service image is compared with the personal information included in the service relationship, so as to manage and control the service provided by the service provider.

In addition, in some embodiments, the reliability of the service state determination result of the service provider is improved by sending service confirmation information to each user in the service relationship and determining that the service provider has abnormal service behavior when each user feeds back the service abnormal information, instead of relying only on the determination result of the behavior information of the service provider or the behavior information of the user.

Drawings

In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings that are required to be used in the embodiments will be briefly described below, it should be understood that the following drawings only illustrate some embodiments of the present application and therefore should not be considered as limiting the scope, and for those skilled in the art, other related drawings can be obtained from the drawings without inventive effort.

FIG. 1 illustrates a block diagram of a service management system of some embodiments of the present application;

FIG. 2 illustrates a schematic diagram of exemplary hardware and software components of a server that may implement the concepts of the present application, according to some embodiments of the present application;

FIG. 3 is a schematic flow chart diagram illustrating a service management method provided by an embodiment of the present application;

FIG. 4 is a schematic flow chart of the substeps of S303 in FIG. 3;

FIG. 5 is another schematic flow chart of the substeps of S303 in FIG. 3;

FIG. 6 is another schematic flow chart diagram of a service management method provided by the embodiment of the application;

FIG. 7 is another schematic flow chart diagram of a service management method provided by an embodiment of the present application;

FIG. 8 is a schematic flow chart of the substeps of S306 in FIG. 3;

fig. 9 shows a schematic structural diagram of a service management apparatus provided in an embodiment of the present application.

In the figure: 100-a service management system; 120-a network; 130-service requester terminal; 140-service provider terminal; 150-a database; 200-a server; 210-a network port; 220-a processor; 230-a communication bus; 240-storage medium; 250-I/O interface; 400-service management means; 401-a transceiver module; 402-processing module.

Detailed Description

In order to make the purpose, technical solutions and advantages of the embodiments of the present application clearer, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it should be understood that the drawings in the present application are for illustrative and descriptive purposes only and are not used to limit the scope of protection of the present application. Additionally, it should be understood that the schematic drawings are not necessarily drawn to scale. The flowcharts used in this application illustrate operations implemented according to some embodiments of the present application. It should be understood that the operations of the flow diagrams may be performed out of order, and steps without logical context may be performed in reverse order or simultaneously. One skilled in the art, under the guidance of this application, may add one or more other operations to, or remove one or more operations from, the flowchart.

In addition, the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. The components of the embodiments of the present application, generally described and illustrated in the figures herein, can be arranged and designed in a wide variety of different configurations. Thus, the following detailed description of the embodiments of the present application, presented in the accompanying drawings, is not intended to limit the scope of the claimed application, but is merely representative of selected embodiments of the application. All other embodiments, which can be derived by a person skilled in the art from the embodiments of the present application without making any creative effort, shall fall within the protection scope of the present application.

To enable those skilled in the art to use the present disclosure, the following embodiments are presented in conjunction with a specific application scenario, "taxi service platform". It will be apparent to those skilled in the art that the general principles defined herein may be applied to other embodiments and applications without departing from the spirit and scope of the application. Although the present application is described primarily in the context of an application that is a "taxi-taking service platform," it should be understood that this is merely one exemplary embodiment. The application can be applied to any other traffic type. For example, the present application may be applied to different transportation system environments, including land, sea, etc., or any combination thereof. The transportation means of the transportation system may comprise a taxi, a private car, a windmill, a bus, an unmanned vehicle, or the like, or any combination thereof. The present application may also include any service system for providing services to users, for example, a system for sending and/or receiving couriers, a service system for business transactions between buyers and sellers. Applications of the system or method of the present application may include web pages, plug-ins for browsers, client terminals, customization systems, internal analysis systems, or artificial intelligence robots, among others, or any combination thereof.

It should be noted that in the embodiments of the present application, the term "comprising" is used to indicate the presence of the features stated hereinafter, but does not exclude the addition of further features.

The terms "service request" and "order" are used interchangeably herein to refer to a request initiated by a passenger, a service requester, a driver, a service provider, or a supplier, the like, or any combination thereof. Accepting the "service request" or "order" may be a passenger, a service requester, a driver, a service provider, a supplier, or the like, or any combination thereof. The service request may be charged or free.

Before the application is provided, for behaviors such as providing services for users privately by a service provider, the service provider often can only adopt a mode of pre-education and post-feedback to restrain the service provider, for example, for some taxi taking service platforms, for behaviors such as pulling down passengers privately by drivers by utilizing the platforms, the taxi taking service platform generally can only adopt a mode of pre-reminding and post-investigation feedback to restrain the drivers, but the pre-reminding is often low in restraint force, and the drivers can possibly ignore the reminding of platform administrators when in execution; for the mode of afterward feedback, the taxi taking service platform often has the problems of difficult evidence obtaining and insufficient quantitative assessment indexes of the service provider, so that the abnormal service behavior of the service provider cannot be effectively controlled.

Based on the defects of the prior art, embodiments of the present application provide a service management method, an apparatus, a server, and a computer-readable storage medium, and the core improvement points are: when a service relationship is established between a service provider and a user, the behavior information of the service provider, the behavior information of the user or the combination of the behavior information of the service provider and the behavior information of the user under the established service relationship is obtained as the current state information of the service, and then when the behavior information of the service provider is abnormal, the behavior information of the user is abnormal or the behavior information of the service provider and the behavior information of the user are both abnormal, the service currently provided by the service provider for the user is judged to be abnormal, and the service relationship maintenance operation is output to restrict the service provider.

FIG. 1 illustrates a block diagram of a service management system 100 of some embodiments of the present application. For example, the service management system 100 may be an online transportation service platform for transportation services such as taxi cab, designated drive service, express, carpool, bus service, driver rental, or regular service, or any combination thereof. The service management system 100 may include one or more of a server 200, a network 120, a service requester terminal 130, a service provider terminal 140, and a database 150, and the server 200 may include a processor therein to perform an instruction operation.

In some embodiments, the server 200 may be a single server or a group of servers. The server group may be centralized or distributed (e.g., server 200 may be a distributed system). In some embodiments, the server 200 may be local or remote to the terminal. For example, the server 200 may access information and/or data stored in the service requester terminal 130, the service provider terminal 140, or the database 150, or any combination thereof, via the network 120. As another example, the server 200 may be directly connected to at least one of the service requester terminal 130, the service provider terminal 140, and the database 150 to access stored information and/or data. In some embodiments, the server 200 may be implemented on a cloud platform; by way of example only, the cloud platform may include a private cloud, a public cloud, a hybrid cloud, a community cloud (community cloud), a distributed cloud, an inter-cloud, a multi-cloud, and the like, or any combination thereof. In some embodiments, server 200 may have the structure shown in FIG. 2 in this application.

In some embodiments, the Processor may include one or more Processing cores (e.g., a single core Processor (S) or a multi-core Processor (S)), by way of example only, the Processor may include a Central Processing Unit (CPU), an Application Specific Integrated Circuit (ASIC), an Application Specific Instruction Set Processor (ASIP), a Graphics Processing Unit (GPU), a physical Processing Unit (Physics Processing Unit, a PPU), a Digital Signal Processor (DSP Processor), a Device Processing Array (FPGA), a Field Programmable Gate Array (FPGA), a Field Programmable logic Device (RISC), or any combination thereof.

In some embodiments, Network 120 may be any type of wired or Wireless Network, or a combination thereof, Network 120 may include, by way of example only, a wired Network, a Wireless Network, a fiber optic Network, a telecommunications Network, AN intranet, the Internet, a local Area Network (L Area Network, L AN), a Wide Area Network (WAN), a Wireless local Area Network (Wireless Area Networks L, W L AN), a Metropolitan Area Network (Metrointextol Area Network, MAN), a Network (de Area Network, PSTN, Public Switched Telephone Network (PSTN), a Switched telephone Network (NFC), a Bluetooth access point, or any combination thereof, including wired/Wireless access point, Near Field Communication Network, or Near Field Communication Network 120, which may be connected to a wired or Wireless Network access point, such as a ZigBee Network 120, a Bluetooth access point, or a combination thereof, in embodiments.

In some embodiments, the user of the service requestor terminal 130 may be someone other than the actual demander of the service. For example, the user a of the service requester terminal 130 may use the service requester terminal 130 to initiate a service request for the service actual demander B (for example, the user a may call a car for his friend B), or receive service information or instructions from the server 200. In some embodiments, the user of the service provider terminal 140 may be the actual provider of the service or may be another person than the actual provider of the service. For example, user C of the service provider terminal 140 may use the service provider terminal 140 to receive a service request serviced by the service provider D (e.g., user C may pick up an order for driver D employed by user C), and/or information or instructions from the server 200. In some embodiments, "service requester" and "service requester terminal" may be used interchangeably, and "service provider" and "service provider terminal" may be used interchangeably.

In some embodiments, the service requester terminal 130 may comprise a mobile device, a tablet computer, a laptop computer, or a built-in device in a motor vehicle, etc., or any combination thereof. In some embodiments, the mobile device may include a smart home device, a wearable device, a smart mobile device, a virtual reality device, an augmented reality device, or the like, or any combination thereof. In some embodiments, the smart home devices may include smart lighting devices, control devices for smart electrical devices, smart monitoring devices, smart televisions, smart cameras, or walkie-talkies, or the like, or any combination thereof. In some embodiments, the wearable device may include a smart bracelet, a smart lace, smart glass, a smart helmet, a smart watch, a smart garment, a smart backpack, a smart accessory, and the like, or any combination thereof. In some embodiments, the smart mobile device may include a smartphone, a Personal Digital Assistant (PDA), a gaming device, a navigation device, or a point of sale (POS) device, or the like, or any combination thereof. In some embodiments, the virtual reality device and/or the augmented reality device may include a virtual reality helmet, virtual reality glass, a virtual reality patch, an augmented reality helmet, augmented reality glass, an augmented reality patch, or the like, or any combination thereof. For example, the virtual reality device and/or augmented reality device may include various virtual reality products and the like. In some embodiments, the built-in devices in the motor vehicle may include an on-board computer, an on-board television, and the like. In some embodiments, the service requester terminal 130 may be a device having a location technology for locating the location of the service requester and/or service requester terminal.

In some embodiments, the service provider terminal 140 may be a similar or identical device as the service requestor terminal 130. In some embodiments, the service provider terminal 140 may be a device with location technology for locating the location of the service provider and/or the service provider terminal. In some embodiments, the service requester terminal 130 and/or the service provider terminal 140 may communicate with other locating devices to determine the location of the service requester, service requester terminal 130, service provider, or service provider terminal 140, or any combination thereof. In some embodiments, the service requester terminal 130 and/or the service provider terminal 140 may transmit the location information to the server 200.

Database 150 may store data and/or instructions. In some embodiments, the database 150 may store data obtained from the service requester terminal 130 and/or the service provider terminal 140. In some embodiments, database 150 may store data and/or instructions for the exemplary methods described herein. In some embodiments, database 150 may include mass storage, removable storage, volatile Read-write Memory, or Read-Only Memory (ROM), among others, or any combination thereof. By way of example, mass storage may include magnetic disks, optical disks, solid state drives, and the like; removable memory may include flash drives, floppy disks, optical disks, memory cards, zip disks, tapes, and the like; volatile read-write Memory may include Random Access Memory (RAM); the RAM may include Dynamic RAM (DRAM), Double data Rate Synchronous Dynamic RAM (DDR SDRAM); static RAM (SRAM), Thyristor-Based Random Access Memory (T-RAM), Zero-capacitor RAM (Zero-RAM), and the like. By way of example, ROMs may include Mask Read-Only memories (MROMs), Programmable ROMs (PROMs), Erasable Programmable ROMs (PERROMs), Electrically Erasable Programmable ROMs (EEPROMs), compact disk ROMs (CD-ROMs), digital versatile disks (ROMs), and the like. In some embodiments, database 150 may be implemented on a cloud platform. By way of example only, the cloud platform may include a private cloud, a public cloud, a hybrid cloud, a community cloud, a distributed cloud, across clouds, multiple clouds, or the like, or any combination thereof.

In some embodiments, a database 150 may be connected to the network 120 to communicate with one or more components in the service management system 100 (e.g., the server 200, the service requester terminal 130, the service provider terminal 140, etc.). One or more components in service management system 100 may access data or instructions stored in database 150 via network 120. In some embodiments, the database 150 may be directly connected to one or more components in the service management system 100 (e.g., the server 200, the service requester terminal 130, the service provider terminal 140, etc.); alternatively, in some embodiments, database 150 may also be part of server 200.

In some embodiments, one or more components in the service management system 100 (e.g., the server 200, the service requestor terminal 130, the service provider terminal 140, etc.) may have access to the database 150. In some embodiments, one or more components in service management system 100 may read and/or modify information related to a service requestor, a service provider, or the public, or any combination thereof, when certain conditions are met. For example, server 200 may read and/or modify information for one or more users after receiving a service request. As another example, the service provider terminal 140 may access information related to the service requester when receiving the service request from the service requester terminal 130, but the service provider terminal 140 may not modify the related information of the service requester.

In some embodiments, the exchange of information by one or more components in the service management system 100 may be accomplished by requesting a service. The object of the service request may be any product. In some embodiments, the product may be a tangible product or a non-physical product. Tangible products may include food, pharmaceuticals, commodities, chemical products, appliances, clothing, automobiles, homes, or luxury goods, and the like, or any combination thereof. The non-material product may include a service product, a financial product, a knowledge product, an internet product, or the like, or any combination thereof. The internet product may include a stand-alone host product, a network product, a mobile internet product, a commercial host product, an embedded product, or the like, or any combination thereof. The internet product may be used in software, programs, or systems of the mobile terminal, etc., or any combination thereof. The mobile terminal may include a tablet, a laptop, a mobile phone, a Personal Digital Assistant (PDA), a smart watch, a Point of sale (POS) device, a vehicle-mounted computer, a vehicle-mounted television, a wearable device, or the like, or any combination thereof. The internet product may be, for example, any software and/or application used in a computer or mobile phone. The software and/or applications may relate to social interaction, shopping, transportation, entertainment time, learning, or investment, or the like, or any combination thereof. In some embodiments, the transportation-related software and/or applications may include travel software and/or applications, vehicle dispatch software and/or applications, mapping software and/or applications, and the like. In the vehicle scheduling software and/or application, the vehicle may include a horse, a carriage, a human powered vehicle (e.g., unicycle, bicycle, tricycle, etc.), an automobile (e.g., taxi, bus, private car, etc.), etc., or any combination thereof.

Fig. 2 illustrates a schematic diagram of exemplary hardware and software components of a server 200 that may implement the concepts of the present application, according to some embodiments of the present application. For example, processor 220 may be used on server 200 and to perform functions in the present application.

The server 200 may be a general purpose computer or a special purpose computer, both of which may be used to implement the service management methods of the present application. Although only a single computer is shown, for convenience, the functions described herein may be implemented in a distributed fashion across multiple similar platforms to balance processing loads.

For example, the server 200 may include a network port 210 connected to a network, one or more processors 220 for executing program instructions, a communication bus 230, and a storage medium 240 of a different form, such as a disk, ROM, or RAM, or any combination thereof. Illustratively, the computer platform may also include program instructions stored in ROM, RAM, or other types of non-transitory storage media, or any combination thereof. The method of the present application may be implemented in accordance with these program instructions. The server 200 also includes an Input/Output (I/O) interface 250 between the computer and other Input/Output devices (e.g., keyboard, display screen).

For ease of illustration, only one processor is depicted in server 200. However, it should be noted that the server 200 in the present application may also include a plurality of processors, and thus the steps performed by one processor described in the present application may also be performed by a plurality of processors in combination or individually. For example, if the processor of server 200 executes steps a and B, it should be understood that steps a and B may also be executed by two different processors together or separately in one processor. For example, a first processor performs step a and a second processor performs step B, or the first processor and the second processor perform steps a and B together.

Referring to fig. 3, fig. 3 is a schematic flowchart illustrating a service management method provided in an embodiment of the present application, and as a possible implementation manner, the service management method includes the following steps:

s301, current state information of the service is obtained.

S303, judging whether the behavior information of the service provider and/or the behavior information of the user is abnormal or not; if yes, executing S306; if not, the process returns to the step S301.

S306, outputting service relationship maintenance operation.

In the embodiment of the application, when a service provider establishes a service relationship with a user, the service provider acquires current state information of a service under the service relationship according to the established service relationship, wherein the current state information of the service comprises behavior information of the service provider, behavior information of the user, or a combination of the behavior information of the service provider and the behavior information of the user.

For example, in the application scenario of the above example being "taxi taking service platform", the driver is used as a service provider, the passenger is used as a user, when a service relationship between the driver and the passenger is established, according to the driver and the passenger in the service relationship, the taxi taking service platform obtains current state information of the service in the service relationship, such as obtaining operation information of the driver, or obtaining a driving state of the driver, or obtaining image information of the driver as behavior information of the service provider, and obtains information of the number of people of the user currently served by the driver, or obtaining gender composition information of the user currently served by the driver as behavior information of the user.

As a possible implementation manner, a vehicle-mounted monitoring device mounted on a vehicle where a driver serves passengers can be used to capture a service image of the driver and send the service image to a taxi-taking service platform, and then information in the service image is analyzed, so that current state information of the service is acquired.

Therefore, the service provider judges whether the behavior information of the service provider, the behavior information of the user or the combination of the behavior information of the service provider and the behavior information of the user is abnormal or not according to the acquired current state information of the service; if so, for example, the behavior information of the service provider is abnormal, or the behavior information of the user is abnormal, the service currently provided by the service provider for the user is represented to be abnormal, and at this time, S306 is executed, and service relationship maintenance operation is output to constrain the service provider; if not, returning to execute S301, and continuing to monitor and manage the established service relationship.

Based on the above design, the service management method provided in the embodiments of the present application, when a service provider and a user establish a service relationship, by acquiring the behavior information of the service provider, the behavior information of the user or a combination of the behavior information of the service provider and the behavior information of the user in the established service relationship as the current state information of the service, when the behavior information of the service provider is abnormal, the behavior information of the user is abnormal, or the behavior information of the service provider and the behavior information of the user are abnormal, judging the service provided by the service provider for the user at present is abnormal, outputting service relationship maintenance operation, compared with the prior art, the method and the device have the advantages that the service provider can be restrained when the service provider establishes a service relationship with the user, and the service provided by the service provider is controlled.

Alternatively, in order to implement S303, when determining the behavior information of the user, a method of determining the personal information included in the service image of the service provider may be adopted. Referring to fig. 4, fig. 4 is a schematic flow chart of the sub-steps of S303 in fig. 3, and as a possible implementation, S303 includes the following sub-steps:

s303-1, acquiring the current service image of the service provider.

S303-2, judging whether the character information contained in the current service image is the same as the character information contained in the service relationship; if the user behavior information is the same as the user behavior information, determining that the user behavior information is normal; and if the difference is not the same, determining that the behavior information of the user is abnormal.

When a service provider has a service relationship with a user, the service provider side is provided with an image acquisition end, for example, in the above example, a vehicle-mounted monitoring device mounted on a vehicle for serving passengers by a driver, and the image acquisition end is used for the service provider to acquire a service image of the service provider so as to supervise the service provider.

In the embodiment of the application, the method comprises the steps of identifying the figure information in the current service image by acquiring the current service image of a service provider when the service provider provides service for a user, comparing the figure information with the figure information contained in the established service relationship, and determining that the behavior information of the user is normal if the figure information contained in the current service image is the same as the figure information contained in the service relationship; and if the character information contained in the current service image is different from the character information contained in the service relationship, determining that the behavior information of the user is abnormal.

Based on the above design, in the service management method provided in the embodiment of the present application, by restricting the behavior information of the user served by the service provider, when the service provider and the user establish a service relationship, the current service image of the service provider is obtained, and the character information included in the current service image is compared with the character information included in the service relationship, so as to manage and control the service provided by the service provider.

Alternatively, as a possible implementation manner, the step S303-2 may be performed by using the number of people as the personal information, and by identifying the number of people included in the current service image, comparing the number of people included in the current service image with the number of people included in the service relationship, and if the number of people included in the current service image is different from the number of people included in the service relationship, determining that the behavior information of the user is abnormal.

For example, in the application scenario of the taxi taking service platform, if the taxi taking service platform establishes a service relationship between a driver and passengers, the number of passengers is 3 when the service relationship is recorded; if the number of passengers in the current service image of the driver side is 4 by the taxi taking service platform, determining that the behavior information of the user is abnormal and the driver may have a behavior of privately pulling the passengers; if the number of passengers in the current service image of the driver side is identified by the taxi taking service platform to be 3, determining that the behavior information of the user is normal; if the number of passengers in the current service image of the driver side is 2 by the taxi taking service platform, it is determined that the behavior information of the user is abnormal, and the driver may have a behavior of getting rid of passengers midway.

Optionally, as another possible implementation manner, the above S303-2 may be executed by using a policy that gender composition information is used as the personal information, the gender composition included in the current service image is obtained by identifying the gender of each person in the current service image, the gender composition included in the current service image is compared with the gender composition included in the service relationship, and if the gender composition included in the current service image is different from the gender composition included in the service relationship, it is determined that the behavior information of the user is abnormal.

For example, in the application scenario of the taxi taking service platform, if the taxi taking service platform establishes a service relationship between a driver and a passenger, and records the service relationship, the gender of the passenger is 1 male or 1 female, and if the taxi taking service platform identifies that the gender contained in the current service image of the driver side is 2 male, it is determined that the behavior information of the user is abnormal, and the driver may have a behavior of pulling the passenger privately; or, if the taxi taking service platform identifies that the gender contained in the current service image of the driver side is 2 women, the behavior information of the user is determined to be abnormal, and the driver may have a behavior of privately pulling passengers; and if the taxi service platform identifies that the gender contained in the current service image of the driver side is 1 male or 1 female, determining that the behavior information of the user is normal.

It should be noted that, in the above example of the taxi-taking service platform, the current service image may or may not include the face information of the driver, and when the current service image includes the face information of the driver, the above example does not take the driver into account when counting the number of characters or gender components in the current service image.

Alternatively, in order to implement S303, when determining the behavior information of the service provider, a method of detecting and determining the operating state of the image capturing end corresponding to the service provider may be adopted. Referring to fig. 5, fig. 5 is another schematic flowchart of the sub-step of S303 in fig. 3, and as another possible implementation, S303 may further include the following sub-steps:

s303-6, acquiring the working state of an image acquisition end corresponding to a service provider; if the work is abnormal, determining that the behavior information of the service provider is abnormal; and if the operation is normal, determining that the behavior information of the service provider is normal.

As described above, the service provider can be supervised by providing the image acquisition terminal on the service provider side, such as an in-vehicle monitoring device mounted on a vehicle in which a driver serves passengers in the above example.

Therefore, when the service provider and the user establish a service relationship, the behavior information of the service provider can be judged by acquiring the working state of the image acquisition end corresponding to the service provider. If the image acquisition end corresponding to the service provider works abnormally, determining that the behavior information of the service provider is abnormal; and if the image acquisition end corresponding to the service provider works normally, determining that the behavior information of the service provider is normal.

Optionally, as a possible implementation manner, when the working state of the image obtaining end is determined, the service image collected by the image obtaining end may be determined, if none of the frames of the service image collected by the image obtaining end corresponding to the service provider has changed for a first time threshold, such as a completely black frame, a completely white frame, or a frame of the service image collected by a pair of images has changed, the service provider may have a service abnormality at this time, such as avoiding supervision, blocking a camera of the image obtaining end, and at this time, it may be determined that the image obtaining end corresponding to the service provider has abnormal working; or, if the person information cannot be identified in the service image acquired by the image acquisition end corresponding to the service provider, it indicates that the service provider may have a service abnormality at this time, for example, to avoid supervision, the shooting lens of the image acquisition end is adjusted to an angle at which normal shooting cannot be performed, and at this time, it may be determined that the image acquisition end corresponding to the service provider is abnormal in operation.

Based on the above design, in the service management method provided in the embodiment of the present application, by constraining the behavior information of the service provider, when a service relationship is established between the service provider and the user, the working state of the image acquisition segment corresponding to the service provider is acquired, and further, the service provided by the service provider is controlled.

It should be noted that in some other possible implementation manners of the embodiment of the present application, it may also be determined that the behavior information of the service provider is abnormal through some other forms, for example, in the example of the taxi taking service platform, the face feature information of the driver is recorded in the service relationship, if the face feature information that is the same as the face feature information of the driver is not present in the service image acquired by the obtaining end, it is characterized that the driver actually providing the service for the user currently is different from the driver associated when the service relationship is established, and at this time, a substitute driving behavior may exist, and the behavior information of the service provider is recorded as abnormal; alternatively, if it is determined that the driver has a current behavior such as smoking through image recognition, and a behavior such as not allowing the driver to smoke is agreed in the established service relationship, the behavior information of the service provider is recorded as abnormal.

It should be noted that, in some possible implementation manners of the embodiment of the present application, in executing S303, whether the behavior information of the service provider is abnormal or not is determined, and whether the behavior information of the user is abnormal or not is determined, which may be executed at the same time or not.

The policy for monitoring the behavior information of the service provider and the behavior information of the user and then determining the service state of the service provider according to the monitoring result is based on the evaluation of the service provider by the service provider, and if the service state of the service provider is determined to be abnormal only by the evaluation of the service provider by the service provider, it is determined that the service currently provided by the service provider for the user is abnormal, which may cause the determination result to be unreliable.

Therefore, optionally, referring to fig. 6, fig. 6 shows another schematic flowchart of a service management method provided in the embodiment of the present application, as a possible implementation manner, before executing S306, the service management method further includes the following steps:

s304, service confirmation information is sent to each user in the service relationship.

S305, judging whether each user feeds back service abnormal information or not; if yes, go to S306; if not, go to S301.

In this embodiment of the present application, if it is determined by S303 that the behavior information of the service provider is abnormal, the behavior information of the user is abnormal, or both the behavior information of the service provider and the behavior information of the user are abnormal, the service provider sends service confirmation information to each user in the service relationship, where the service confirmation information is used to confirm whether the service provider is abnormal in service, the service provider determines the service state of the service provider according to the information fed back by each user, and if each user feeds back the service abnormality information, it may be determined that the service provider is abnormal, at this time, S306 is executed; if not, every user feeds back the service exception information, then S301 is executed.

For example, in the application scenario of the taxi taking service platform as an example, if the taxi taking service platform determines that the behavior information of the driver is abnormal, the behavior information of the passenger is abnormal, or both the behavior information of the driver and the behavior information of the passenger are abnormal, the taxi taking service platform sends service confirmation information to each passenger in the service relationship, for example, "please confirm whether the driver has the following abnormal behavior: private pull of passengers, midway passenger throwing, smoking, mobile phone playing and the like, if each user feeds back service abnormal information, the driver can be determined to have abnormal service behavior, and S306 is executed at the moment; if not, every user feeds back the service abnormality information, then S301 is executed.

Based on the above design, in the service management method provided in the embodiment of the present application, the service confirmation information is sent to each user in the service relationship, and when each user feeds back the service abnormality information, it is determined that the service provider has the abnormal service behavior, instead of only depending on the determination result of the behavior information of the service provider or the behavior information of the user, the reliability of the service state determination result of the service provider is improved.

In some application scenarios, the service management method may be initiated by a service provider, for example, when the service provider establishes a service relationship with the user, S301 is executed at preset time intervals, so as to ensure that the service provider normally provides services for the user.

In some other application scenarios, however, the execution of S301 may also be triggered by the user. Optionally, referring to fig. 7, fig. 7 shows another schematic flowchart of a service management method provided in the embodiment of the present application, and as another possible implementation manner, before executing S301, the service management method may further include the following steps:

s300, receiving a service supervision request sent by a target user.

In this embodiment of the application, when the service provider establishes a service relationship with the user, the service provider may respond to the service supervision request sent by the target user according to the service supervision request, and execute S301 to manage the service of the service provider, so that the user participates in the management of the service provider, and the effectiveness of supervision is improved. Wherein, the target user is one of the users included in the service relationship.

For example, in the application scenario of the taxi-taking service platform described above, assuming that the driver serves passenger a, passenger B, and passenger C, if passenger a finds that the driver has an abnormal behavior, such as smoking, playing a mobile phone, or does not pull passenger D through the taxi-taking service platform, or asks passenger a to get off the car halfway, passenger a may send a service supervision request to the taxi-taking service platform as a target user, so that after receiving the service supervision request, the taxi-taking service platform executes S301.

In the embodiment of the present application, when the service provider determines that the behavior information of the service provider or the behavior information of the user is abnormal, a service relationship maintenance operation needs to be output to constrain the service provider.

Optionally, referring to fig. 8, fig. 8 is a schematic flowchart of the sub-step of S306 in fig. 3, and as a possible implementation, S306 includes the following sub-steps:

s306-1, judging whether the recorded abnormal times of the service relationship maintained by the service provider reach a first time threshold value within the range of the second threshold value time; if not, sending first prompt information to a service provider; and if so, sending second prompt information to the target terminal.

In the embodiment of the present application, a second threshold time is stored, where the second threshold time is used for counting the number of times that the service provider is recorded with abnormal service.

When the service provider operates the service care maintained by the service provider, the service provider counts the number of times that the service relationship maintained by the service provider is recorded as abnormal within the range of the second threshold time, and if the number of times that the service provider is recorded as abnormal is lower than the first time threshold, a first prompt message can be sent to the service provider to remind the service provider that the abnormal service behavior is recorded and terminate the abnormal service behavior; on the contrary, if the service provider reaches the first time threshold within the range of the second threshold time, sending a second prompt message to the target terminal to request the target terminal to manage and control the service provider, for example, as a possible implementation manner, the target terminal may be a manual customer service operation terminal, and the target terminal sends the second prompt message to the manual customer service operation terminal to enable the manual customer service to intervene and manage and control the abnormal service behavior of the service provider.

Optionally, with continuing reference to fig. 8, before sending the second prompting message to the target terminal, as another possible implementation manner, S306 further includes the following sub-steps:

s306-2, judging whether the recorded abnormal times of the relationship maintained by the service provider reach a second time threshold value; if so, stopping establishing a new service relationship for the service provider; and if not, sending second prompt information to the target terminal.

In the embodiment of the present application, a second time threshold is further stored, and the second time threshold is greater than the first time threshold.

When the number of recorded abnormity of the service provider reaches the first time threshold value, the service provider needs to judge whether the number of recorded abnormity of the service provider reaches a second time threshold value, and if the number of recorded abnormity of the service provider does not reach the second time threshold value, second prompt information is sent to the target terminal; if the second threshold has been reached, the provisioning establishes a new service relationship for the service provider, that is, the service provider stops providing services for the new user.

And optionally, continuing to refer to fig. 8, as a possible implementation manner, each time the service provider maintains the service relationship of the service provider, the service provider further performs an operation of updating the second threshold time, so that the updated second threshold time is used for determining the number of times that the service relationship maintained by the service provider is recorded abnormally.

For example, as a possible implementation, the increasing operation is performed for the second threshold time each time the maintenance operation for the service management is recorded once. That is, when maintenance operations are performed on the service relationship of the service provider, it is necessary to increase the time for managing the service provider.

For example, in the application scenario of the taxi-taking service platform in the above example, if the driver is recorded as abnormal service, the second threshold time is 10 hours, the step length for updating the second threshold time is 1 hour, assuming that the first time threshold is 2 times and the second time threshold is 5 times, if the driver is recorded as abnormal service in the past 10 hours, the taxi-taking service platform sends the first prompt message to the driver, and updates the second threshold time to 11 hours; if the driver has recorded the number of times of abnormal service as 4 times in the past 10 hours, the taxi-taking service platform sends a second prompt message to a target client, such as a manual customer service operation terminal, so that manual customer service intervention is performed, abnormal service behaviors of a service provider are managed and controlled, and a second threshold value time is updated to be 11 hours; if the driver has been recorded as abnormal service 5 times in the past 10 hours, the taxi-taking service platform stops dispatching new passengers to the driver, and the second threshold time is updated to 11 hours.

Referring to fig. 9, fig. 9 is a schematic structural diagram of a service management apparatus 400 according to an embodiment of the present disclosure, and as a possible implementation manner, the service management apparatus 400 includes a transceiver module 401 and a processing module 402.

The transceiver module 401 is configured to acquire current state information of a service after a service relationship is established between a service provider and a user, where the current state information of the service includes behavior information of the service provider and/or behavior information of the user.

The processing module 402 is configured to output a service relationship maintenance operation if it is determined that the behavior information of the service provider and/or the behavior information of the user is abnormal.

Optionally, as a possible implementation manner, the processing module 402 is specifically configured to:

acquiring a current service image of a service provider;

if the personal information contained in the current service image is different from the personal information contained in the service relationship, the behavior information of the user is abnormal.

if the number of the people included in the current service image is different from the number of the people included in the service relationship, the behavior information of the user is abnormal.

if the gender component included in the current service image is different from the gender component included in the service relationship, the behavior information of the user is abnormal.

acquiring the working state of an image acquisition end corresponding to a service provider;

and if the image acquisition end corresponding to the service provider is determined to work abnormally, judging that the behavior information of the service provider is abnormal.

if the service image collected by the image acquisition end corresponding to the service provider has no change for the first time threshold value picture; or the like, or, alternatively,

Optionally, as a possible implementation manner, the processing module 402 is further configured to:

sending service confirmation information to each user in the service relationship, wherein the service confirmation information is used for confirming whether a service provider is abnormal in service;

receiving a service supervision request sent by a target user to respond to the service supervision request and acquire the current state information of the service;

if the recorded abnormal times of the service relationship maintained by the service provider are lower than the first time threshold value within the range of the second threshold value time, sending first prompt information to the service provider;

and if the recorded abnormal times of the service relationship maintained by the service provider reach the first time threshold within the range of the second threshold time, sending second prompt information to the target terminal.

Optionally, as a possible implementation manner, the processing module 402 is further specifically configured to:

and updating the second threshold time, so that the updated second threshold time is used for determining the number of times that the service relationship maintained by the service provider is recorded abnormally.

The wired connections may include connections in the form of L AN, WAN, Bluetooth, ZigBee, or NFC, or the like, or any combination thereof.

It can be clearly understood by those skilled in the art that, for convenience and brevity of description, the specific working processes of the system and the apparatus described above may refer to corresponding processes in the method embodiments, and are not described in detail in this application. In the several embodiments provided in the present application, it should be understood that the disclosed system, apparatus and method may be implemented in other ways. The above-described apparatus embodiments are merely illustrative, and for example, the division of the modules is merely a logical division, and there may be other divisions in actual implementation, and for example, a plurality of modules or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection of devices or modules through some communication interfaces, and may be in an electrical, mechanical or other form.

The modules described as separate parts may or may not be physically separate, and parts displayed as modules may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.

In addition, functional units in the embodiments of the present application may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit.

The functions, if implemented in the form of software functional units and sold or used as a stand-alone product, may be stored in a non-volatile computer-readable storage medium executable by a processor. Based on such understanding, the technical solution of the present application or portions thereof that substantially contribute to the prior art may be embodied in the form of a software product stored in a storage medium and including instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present application. And the aforementioned storage medium includes: various media capable of storing program codes, such as a U disk, a removable hard disk, a ROM, a RAM, a magnetic disk, or an optical disk.

In summary, the service management method, apparatus, server and computer-readable storage medium provided by the embodiments of the present application, when a service provider and a user establish a service relationship, obtain, as current state information of a service, behavior information of the service provider, behavior information of the user or a combination of the behavior information of the service provider and the behavior information of the user under the established service relationship, and further determine that a service currently provided by the service provider for the user is abnormal when the behavior information of the service provider is abnormal, the behavior information of the user is abnormal or both the behavior information of the service provider and the behavior information of the user are abnormal, output a service relationship maintenance operation to restrict the service provider, compared to the prior art, enable the service provider to restrict the service provider when the service provider establishes a service relationship with the user, managing and controlling the service provided by the service provider; the method comprises the steps that a current service image of a service provider is obtained when the service provider and a user establish a service relationship through behavior information of the user who restricts service of the service provider, and figure information contained in the current service image is compared with figure information contained in the service relationship, so that service provided by the service provider is controlled; the method comprises the steps that the behavior information of a service provider is restrained, when a service relationship is established between the service provider and a user, the working state of an image acquisition section corresponding to the service provider is acquired, and further, the service provided by the service provider is controlled; and the reliability of the service state judgment result of the service provider is improved by sending service confirmation information to each user in the service relationship and determining that the service provider has abnormal service behaviors when each user feeds back the service abnormal information instead of only depending on the judgment result of the behavior information of the service provider or the behavior information of the user.

The above description is only for the specific embodiments of the present application, but the scope of the present application is not limited thereto, and any person skilled in the art can easily conceive of the changes or substitutions within the technical scope of the present application, and shall be covered by the scope of the present application. Therefore, the protection scope of the present application shall be subject to the protection scope of the claims.

Claims

1. A method for service management, the method comprising:

2. The method of claim 1, wherein the step of determining that the user behavior information is abnormal comprises:

acquiring a current service image of the service provider;

3. The method of claim 2, wherein if the personal information included in the current service image is different from the personal information included in the service relationship, the step of determining that the behavior information of the user is abnormal includes:

4. The method of claim 2, wherein if the personal information included in the current service image is different from the personal information included in the service relationship, the step of determining that the behavior information of the user is abnormal includes:

5. The method of claim 1, wherein the step of determining that the behavior information of the service provider is abnormal comprises:

6. The method of claim 5, wherein the step of determining that the image capturing end corresponding to the service provider is abnormal comprises:

7. The method according to any of claims 1-6, wherein prior to the step of outputting the service relationship maintenance operation, the method further comprises:

8. The method according to any of claims 1-6, wherein prior to the step of obtaining current state information of a service, the method further comprises:

9. The method according to any of claims 1-6, wherein the step of outputting service relationship maintenance operations comprises:

10. The method of claim 9, further comprising:

11. The method of claim 9, further comprising:

12. A service management apparatus, characterized in that the apparatus comprises:

13. The apparatus of claim 12, wherein the processing module is specifically configured to:

acquiring a current service image of the service provider;

14. The apparatus of claim 13, wherein the processing module is specifically configured to:

15. The apparatus of claim 13, wherein the processing module is specifically configured to:

16. The apparatus of claim 12, wherein the processing module is specifically configured to:

17. The apparatus of claim 16, wherein the processing module is specifically configured to:

18. The apparatus of any of claims 12-17, wherein the processing module is further configured to:

19. The apparatus of any of claims 12-17, wherein the processing module is further configured to:

20. The apparatus according to any one of claims 12-17, wherein the processing module is specifically configured to:

21. The apparatus of claim 20, wherein the processing module is further specifically configured to:

22. The apparatus of claim 20, wherein the processing module is further specifically configured to:

23. A server, comprising: a processor, a storage medium and a bus, the storage medium storing machine-readable instructions executable by the processor, the processor and the storage medium communicating via the bus when the electronic device is operating, the processor executing the machine-readable instructions to perform the steps of the service management method according to any one of claims 1 to 11 when executed.

24. A computer-readable storage medium, characterized in that the computer-readable storage medium has stored thereon a computer program which, when being executed by a processor, carries out the steps of the service management method according to one of claims 1 to 11.