CN110893616B

CN110893616B - Remote control method and device, computer equipment and storage medium

Info

Publication number: CN110893616B
Application number: CN201811066407.9A
Authority: CN
Inventors: 严峻; 左新成
Original assignee: Guizhou Xiaoai Robot Technology Co ltd; Shanghai Xiaoi Robot Technology Co Ltd
Current assignee: Guizhou Xiaoai Robot Technology Co ltd; Shanghai Xiaoi Robot Technology Co Ltd
Priority date: 2018-09-13
Filing date: 2018-09-13
Publication date: 2021-01-15
Anticipated expiration: 2038-09-13
Also published as: CN110893616A

Abstract

The embodiment of the invention discloses a remote control method, a remote control device, computer equipment and a storage medium. The method comprises the following steps: acquiring external network input information through a unified external network communication port of an external network interface module; identifying the external network input information through an external network interface module, and if the external network input information comprises a remote control instruction, forwarding the external network input information to at least one internal network function module; and identifying the external network input information through at least one internal network function module, and executing control response operation matched with the remote control instruction if the remote control instruction included in the external network input information is determined to be the remote control instruction pointing to the local machine. The technical scheme provided by the embodiment of the invention solves the problem that the remote control of the customer service robot system can be realized only by independently opening a new server port in the prior art, reduces the limitation of remote control on the premise of reducing the operation and maintenance difficulty of the system, and saves precious port resources.

Description

Remote control method and device, computer equipment and storage medium

Technical Field

The embodiment of the invention relates to the technical field of data interaction, in particular to a remote control method, a remote control device, computer equipment and a storage medium.

Background

With the development of intelligent technology, intelligent robot systems (typically, customer service robot systems) capable of providing various services, which are applied to customer sites in the market, have become very popular. Because the intelligent robot system is deployed on a customer site, and the whole robot system is operated by a product provider of the intelligent robot system, if the system has a problem and needs to be maintained, maintenance personnel need to implement operation and maintenance service to the customer site, the timeliness of the method is particularly low, if the customer site is far away, the operation and maintenance efficiency can be greatly reduced by reaching the customer site in more than 24 hours.

Therefore, many security Protocol (SSH) communication software or File Transfer Protocol (FTP) communication software are developed in the existing robot systems on the market, and a server specific port is specially opened in the robot system through network management to call, so as to perform remote control maintenance on the robot system, but more than 90% of enterprises generally prohibit an external network from opening the port to realize remote control due to control over the intranet network port, so as to prevent loss of intranet network data of the enterprise.

Disclosure of Invention

The embodiment of the invention provides a remote control method, a remote control device, computer equipment and a storage medium, which are used for reducing the limitation of remote control and saving precious port resources while realizing the remote control of a customer service robot system.

In a first aspect, an embodiment of the present invention provides a remote control method, which is applied to a customer service robot system, and the method includes:

through the unified extranet communication port of extranet interface module, acquire extranet input information, wherein, customer service robot system includes: the system comprises an external network interface module and at least one internal network function module connected with the external network interface module;

the external network input information is identified through the external network interface module, and if the external network input information is determined to comprise a remote control instruction, the external network input information is forwarded to the at least one internal network function module;

and identifying the received external network input information through the at least one internal network function module, and executing a control response operation matched with the remote control instruction if the remote control instruction included in the external network input information is determined to be the remote control instruction pointing to the local machine.

In a second aspect, an embodiment of the present invention provides a remote control method, where the method includes:

the method comprises the following steps of obtaining a remote control for a customer service robot system selected by a user in a human-computer interaction interface, wherein the customer service robot system comprises: the system comprises an external network interface module and at least one internal network function module connected with the external network interface module;

acquiring a remote control instruction matched with the remote control selected by a user according to a mapping relation between the remote control and the remote control instruction;

constructing external network input information according to the acquired remote control instruction, and sending the external network input information to a unified external network communication port of the external network interface module in the customer service robot system;

the external network input information is used for instructing the at least one internal network function module in the customer service robot system to execute a control response operation matched with the remote control instruction.

In a third aspect, an embodiment of the present invention provides a remote control device, which is applied to a customer service robot system, and includes:

the information acquisition module is used for acquiring the input information of the external network through the unified external network communication port of the external network interface module, wherein the customer service robot system comprises: the system comprises an external network interface module and at least one internal network function module connected with the external network interface module;

the outer network identification module is used for identifying the outer network input information through the outer network interface module, and forwarding the outer network input information to the at least one inner network function module if the outer network input information comprises a remote control instruction;

and the intranet identification module is used for identifying the received extranet input information through the at least one intranet functional module, and executing control response operation matched with the remote control instruction if the remote control instruction included in the extranet input information is determined to be the remote control instruction pointing to the local computer.

In a fourth aspect, an embodiment of the present invention provides a remote control apparatus, including:

the control acquisition module is used for acquiring a remote control for the customer service robot system selected by a user in a human-computer interaction interface, wherein the customer service robot system comprises: the system comprises an external network interface module and at least one internal network function module connected with the external network interface module;

the instruction acquisition module is used for acquiring a remote control instruction matched with the remote control selected by a user according to the mapping relation between the remote control and the remote control instruction;

the information sending module is used for constructing external network input information according to the acquired remote control instruction and sending the external network input information to a unified external network communication port of the external network interface module in the customer service robot system;

In a fifth aspect, an embodiment of the present invention provides a computer device, where the computer device includes:

one or more processors;

storage means for storing one or more programs;

when the one or more programs are executed by the one or more processors, the one or more processors are caused to implement the remote control method according to any embodiment of the present invention.

In a sixth aspect, an embodiment of the present invention provides a computer-readable storage medium, on which a computer program is stored, and the computer program, when executed by a processor, implements the remote control method according to any embodiment of the present invention.

According to the remote control method, the remote control device, the computer equipment and the storage medium provided by the embodiment of the invention, the problem that the customer service robot system can be remotely controlled only by independently opening a new server port in the prior art is solved by a mode that the remote control instruction is received and recognized by a unified external network communication port of an external network interface module in the customer service robot system and is sent to an internal network function module, and the matched internal network function module executes corresponding control response operation, so that the remote control method, the remote control device, the computer equipment and the storage medium greatly reduce the operation and maintenance difficulty of the system, reduce the limitation of remote control and save precious port resources.

Drawings

Other features, objects and advantages of the invention will become more apparent upon reading of the detailed description of non-limiting embodiments made with reference to the following drawings:

fig. 1 is a flowchart of a remote control method according to an embodiment of the present invention;

fig. 2 is a flowchart of a remote control method according to a second embodiment of the present invention;

fig. 3 is a flowchart of a remote control method according to a third embodiment of the present invention;

fig. 4 is a flowchart of a remote control method for interaction between a remote control system and a customer service robot system according to a fourth embodiment of the present invention;

fig. 5 is a schematic structural diagram of a remote control device according to a fifth embodiment of the present invention;

fig. 6 is a schematic structural diagram of a remote control device according to a sixth embodiment of the present invention;

fig. 7 is a schematic structural diagram of a computer device according to a seventh embodiment of the present invention.

Detailed Description

The present invention will be described in further detail with reference to the accompanying drawings and examples. It is to be understood that the specific embodiments described herein are merely illustrative of the invention and are not limiting of the invention. It should be further noted that, for the convenience of description, only some of the structures related to the present invention are shown in the drawings, not all of the structures.

Example one

Fig. 1 is a flowchart of a remote control method according to an embodiment of the present invention, and this embodiment is applicable to any customer service robot system installed in a customer site and providing various functional services to a customer. The remote control method provided by this embodiment may be executed by the remote control device applied to the customer service robot system provided by the embodiment of the present invention, and the device may be implemented by software and/or hardware and integrated in the customer service robot system executing the method. Specifically, referring to fig. 1, the method may include the steps of:

and S110, acquiring the input information of the external network through the unified external network communication port of the external network interface module.

Wherein, the customer service robot system can include: the system comprises an external network interface module and at least one internal network function module connected with the external network interface module. Specifically, the customer service robot system is an automatic customer service system constructed by means of a network mainly based on an artificial intelligence technology, and intelligent interaction with customers can be achieved through multimedia channels such as telephones, E-mails, short messages, Web pages, mobile phone Applications (APPs), Instant Messaging (IM) tools and the like, so that customer service cost is effectively reduced, service quality is improved, and customer satisfaction is increased. The customer service robot system in this embodiment is essentially a production platform of a real-time answering intelligent robot, can support a text and voice interaction mode, and realizes access of all channels, such as a Web page, a WeChat, an Tencent QQ, an easy letter, a short message, a microblog, a desktop client, a smart phone client, a Paibao service window, a hardware terminal and the like.

Optionally, the customer service robot system may include an intelligent service engine module, a unified robot management module, and a robot database, which are used for carrying platforms such as WeChat, microblog, and mobile phone APP that can interact with front-end customers, and a database at the back end that provides various intelligent service processing, supports system operation and management maintenance, and stores a large amount of business knowledge and language knowledge; at this time, the external network interface module in the customer service robot system in this embodiment can be formed by the interfaces corresponding to various intelligent software in the platform capable of realizing interaction with the front-end customer, such as WeChat, microblog, mobile phone APP, and the like, and the internal network function module in the customer service robot system in this embodiment can be formed by the intelligent service engine module, the unified robot management module and the robot database included in the rear end.

Optionally, when various interactive APPs are accessed to the front end of the customer service robot system, the customer service robot system is provided with a communication port through which the customer service robot system and the external hardware device can communicate with each other in a unified manner. When the customer service robot system in this embodiment receives the interaction information from the client device or receives the control instruction from the operation and maintenance personnel, the customer service robot system may receive the extranet input information from the external device through the unified extranet communication port in the extranet interface module, so as to obtain the corresponding extranet input information. The external device can be an intelligent terminal where a client who realizes user interaction information transmission with the customer service robot system is located, or can be remote control equipment where operation and maintenance personnel are located and used for remotely controlling the customer service robot system. Therefore, the extranet input information acquired at this time may be user interaction information input by the client for requesting a corresponding service function in the customer service robot system, or may be a remote control instruction input by the operation and maintenance staff for remotely controlling the customer service robot system to execute a corresponding response operation. Specifically, in this embodiment, the unified extranet communication port of the extranet interface module may include a hypertext transfer Protocol (HTTP) port, and may also include other communication Protocol ports, which is not limited herein.

In the embodiment, the user interaction information and the remote control instruction are acquired through the unified external network communication port, and the remote control information is determined without additionally arranging a special server port, so that the limitation of realizing remote control by specially setting the server port in the prior art is reduced.

And S120, identifying the external network input information through the external network interface module, and forwarding the external network input information to at least one internal network function module if the external network input information comprises a remote control instruction.

The remote control instruction in this embodiment is mainly used to remotely monitor the overall operating state of each internal functional module in the customer service robot system, and determine whether there is an abnormality, so that when there is a problem, a certain measure can be taken in time to perform maintenance, for example, by remotely accessing a system log of the intranet functional module, so as to analyze whether there is an abnormality in the intranet functional module. Specifically, the remote control instruction in this embodiment may include a normal operation monitoring instruction, a log obtaining instruction, a file updating instruction, an operation state monitoring instruction, and a remote restart instruction. The normal operation monitoring instruction is mainly used for remotely monitoring whether an intranet function module in the customer service robot system operates normally or not; the log obtaining instruction is mainly used for remotely accessing a system log of an intranet functional module in the customer service robot system so as to analyze the abnormal condition of the corresponding intranet functional module; the file updating instruction is mainly used for remotely releasing the latest version file or local updating file under an intranet function module in the customer service robot system; the operation state monitoring instruction is mainly used for remotely monitoring the total amount of the physical hard disk memory, the use amount of a central processing unit and the like of the intranet function module in the customer service robot system; the remote restart instruction is mainly used for restarting the intranet function module in the customer service robot system, so that the corresponding intranet function module can be restarted in time when the conditions that the intranet function module in the customer service robot system is stuck, crashed and the like are detected, and the abnormal conditions caused by the stuck, crashed and the like are solved. Meanwhile, the customer service robot system in the embodiment is deployed in a linux operating system; the corresponding remote control instruction is therefore a linux control instruction.

In addition, the remote control instruction in this embodiment may be an instruction obtained after processing according to a first bidirectional encryption algorithm, that is, when the remote control system sends the extranet input information including the remote control instruction to the extranet interface module of the customer service robot system, the remote control instruction is first subjected to bidirectional encryption processing according to the first bidirectional encryption algorithm, so as to ensure the security of data transmission. Among them, the bidirectional Encryption Algorithm can be generally classified into a symmetric Encryption Algorithm and an asymmetric Encryption Algorithm, for example, a Data Encryption Standard (DES), a Triple DES (3 DES), a Digital Signature Algorithm (DSA), and the like.

Optionally, in this embodiment, various remote control operations performed by the operation and maintenance personnel on the customer service robot system during the operation process are mainly analyzed, so that the customer service robot system can be maintained in time when the customer service robot system has a problem, and therefore, when the customer service robot system obtains the external network input information through the unified external network communication port of the external network interface module, the external network input information needs to be analyzed and identified through the preset identification function in the external network interface module, so as to determine whether the external network input information obtained at this time includes a remote control instruction input by the operation and maintenance personnel. If the extranet input information acquired at the moment is determined to contain the remote control instruction, the extranet input information is forwarded to at least one intranet function module in the customer service robot system again, so that the intranet function module can correspondingly execute corresponding control response operation subsequently.

Optionally, in this embodiment, the operation of the extranet interface module for identifying the extranet input information may be executed by using a set jar packet in the project file configured by the extranet interface module.

Specifically, the customer service robot system may correspondingly create an engineering project of the extranet interface module through a Java software program, and when the engineering project is created, the Java project corresponding to the extranet interface module may include a plurality of executable files to form an engineering file pre-configured by the extranet interface module, where the engineering file corresponds to different types of executable packages, such as jar packages. The jar package comprises some classes and attributes preset by operation and maintenance personnel, and can be directly called. At this time, the operation of identifying the external network input information by the external network interface module in the customer service robot system can directly select a set jar packet from the engineering files configured by the external network interface module, and the identification operation of the external network input information is executed by calling the set jar packet to determine whether the external network input information acquired at this time includes a remote control instruction.

S130, identifying the received external network input information through at least one internal network function module, and if the remote control instruction included in the external network input information is determined to be a remote control instruction pointing to the local machine, executing control response operation matched with the remote control instruction.

Optionally, when at least one intranet function module connected to the extranet interface module at the back end of the customer service robot system receives extranet input information forwarded by the extranet interface module, the extranet input information necessarily includes a remote control instruction at this time, so that each intranet function module receiving the extranet input information needs to identify the received extranet input information first, determine whether the remote control instruction included in the extranet input information is a remote control instruction directed to the local machine, and only control the intranet function module corresponding to the local machine to perform a control response operation matched with the remote control instruction at this time if it is determined that the remote control instruction included in the extranet input information is a remote control instruction directed to the local machine, thereby realizing corresponding remote control. For example, if the remote control instruction is a file update instruction for a robot unified management module in the intranet functional module, the intelligent service engine module and the robot database in the intranet functional module recognize the received extranet input information, determine that the remote control instruction included at this time is not a remote control instruction pointing to the local machine, and do not execute any control response operation, and only execute a corresponding file update response operation when the robot unified management module determines that the remote control instruction included at this time is a remote control instruction pointing to the local machine.

Meanwhile, when the remote control instruction in the input information of the extranet is identified, the intranet functional module can decrypt the received remote control instruction through a corresponding key in the first bidirectional encryption algorithm, so that whether the remote control instruction is the remote control instruction pointing to the local computer or not is determined.

Further, in this embodiment, in the case that the customer service robot system executes the control response operation matched with the remote control instruction, a feedback result of the remote control instruction is obtained through the intranet function module, so as to be fed back to the remote control system. At this time, in this embodiment, after obtaining the feedback result of the remote control instruction through the intranet function module, the method further includes: and carrying out bidirectional encryption on the feedback result of the remote control instruction through the intranet function module according to a second bidirectional encryption algorithm.

The second bidirectional encryption algorithm is any one of the existing bidirectional encryption algorithms, and may be the same as or different from the first bidirectional encryption algorithm. Optionally, when a feedback result of the remote control instruction is obtained through the intranet function module, the feedback result is subjected to bidirectional encryption processing through a second bidirectional encryption algorithm, and then is fed back to the remote control system, so that the security of data transmission is ensured. It should be noted that, because the remote control instruction in this embodiment includes a normal operation monitoring instruction, a log obtaining instruction, a file updating instruction, an operation state monitoring instruction, and a remote restart instruction, different remote control instructions are correspondingly matched with different control response operations in the customer service robot system.

In addition, in this embodiment, the operation of identifying the received extranet input information by at least one intranet functional module, or the operation of performing bidirectional encryption on the feedback result of the remote control instruction may be performed by a set jar packet in the engineering file configured by the intranet functional module. The engineering files are a plurality of executable files contained when the engineering project corresponding to the intranet functional module is created through a Java software program, and the jar package is also an executable program package consisting of some classes and attributes preset by operation and maintenance personnel corresponding to the intranet functional module. Each intranet functional module selects a corresponding set jar packet from the configured engineering files and invokes the set jar packet to execute identification operation of the intranet input information so as to determine whether the received remote control instruction is a remote control instruction pointing to the local machine or invoke the set jar packet to perform bidirectional encryption on a feedback result of the remote control instruction, so that when the feedback result is sent to a remote control system, the safety of data transmission can be ensured.

The technical scheme that this embodiment provided, receive and discern the remote control instruction through the unified extranet communication port of the extranet interface module of taking certainly among the multiplexing customer service robot system, and send this remote control instruction to intranet function module, the mode of the control response operation that corresponds is carried out by the intranet function module that matches, the problem that need open a new server port alone among the prior art and just can realize carrying out remote control to customer service robot system has been solved, under the prerequisite of greatly reduced system operation and maintenance degree of difficulty, reduce remote control's limitation, valuable port resource has been practiced thrift.

Example two

Fig. 2 is a flowchart of a remote control method according to a second embodiment of the present invention, which may be combined with various alternatives in one or more of the above embodiments. Since the remote control command includes a plurality of different types of commands, different remote control commands need to be matched with different control response operations in the customer service robot system, and the corresponding control response operations are specifically described in this embodiment. Optionally, as shown in fig. 2, the method may include the following steps:

s210, acquiring the input information of the external network through a unified external network communication port of the external network interface module, wherein the customer service robot system comprises: the system comprises an external network interface module and at least one internal network function module connected with the external network interface module.

S220, identifying the external network input information through the external network interface module, judging whether the external network input information comprises a remote control instruction or not, and if so, executing S240; if not, go to S230.

And S230, determining that the input information of the external network is user interaction information through the external network interface module, and sending the user interaction information to the matched target internal network function module.

Specifically, since the customer service robot system in this embodiment receives the external network input information from the external device through the unified external network communication port in the self-contained external network interface module, so as to obtain the corresponding external network input information, the obtained external network input information may be user interaction information input by a customer for requesting a corresponding service function in the customer service robot system, or may be a remote control instruction input by an operation and maintenance person for remotely controlling the customer service robot system to execute a corresponding response operation. The external network input information is identified through the external network interface module, if the external network input information does not include a remote control instruction, the external network input information can be determined to be user interaction information, and at the moment, the user interaction information can be processed by the internal network function module corresponding to the user interaction information at the rear end of the customer service robot system. For example, when the user interaction information is to perform statistical management on knowledge points in various knowledge bases stored in the customer service robot system, the intranet function module corresponding to the user interaction information is a unified robot management platform, and the unified robot management platform processes the user interaction information that needs to perform statistical management on the knowledge points in the various knowledge bases stored in the customer service robot system.

Optionally, in this embodiment, when determining that the extranet input information is the user interaction information through the extranet interface module, first, a target intranet function module matched with the user interaction information is determined in each intranet function module according to the user interaction information, so that the user interaction information is sent to the matched target intranet function module for corresponding processing, and intelligent interaction between the external device and the customer service robot system is achieved.

S240, the extranet input information is forwarded to at least one intranet function module.

And S250, identifying the received external network input information through at least one internal network function module, and if the remote control instruction included in the external network input information is determined to be a remote control instruction pointing to the local machine, executing a control response operation matched with the remote control instruction.

Specifically, the remote control instruction may include a normal operation monitoring instruction, a log obtaining instruction, a file updating instruction, an operation state monitoring instruction, and a remote restart instruction. Therefore, when the remote control command included in the external network input information is determined to be a remote control command directed to the local device, the following ways are included for executing the control response operation matched with the remote control command:

1) when the remote control instruction includes a normal operation monitoring instruction, if it is determined that the remote control instruction included in the external network input information is a remote control instruction directed to the local machine through at least one internal network function module, executing a control response operation matched with the remote control instruction, which may include:

if the remote control instruction included in the external network input information is determined to be a normal operation monitoring instruction pointing to the local machine through at least one internal network function module, at least one first operation parameter associated with the normal operation state of the local machine is obtained, and the first operation parameter is used as a feedback result of the normal operation monitoring instruction.

Wherein the first operating parameter associated with the normal operating state may include: at least one of the temperature of the central processing unit, the voltage of the central processing unit, the rotating speed of a fan of the central processing unit and the like is mainly used for monitoring whether the intranet functional module operates normally.

Specifically, when the received extranet input information is identified through at least one intranet function module, and it is determined that the remote control instruction included in the extranet input information is a normal operation monitoring instruction pointing to the local machine, only the first operation parameter, such as the temperature of the central processing unit, the voltage of the central processing unit, the fan speed of the central processing unit, and the like, of at least one of the intranet function modules corresponding to the local machine, which is associated with the normal operation state in the operation process, is obtained, and the obtained first operation parameter is used as the feedback result obtained by the current normal operation monitoring instruction of the local machine, and in addition, the feedback result can be correspondingly returned to the remote monitoring system through the extranet interface module.

2) When the remote control instruction includes a log obtaining instruction, if it is determined that the remote control instruction included in the external network input information is a remote control instruction directed to the local machine, the at least one internal network function module executes a control response operation matched with the remote control instruction, which may include:

and if the remote control instruction included in the external network input information is determined to be a log acquisition instruction pointing to the local machine through at least one internal network function module, acquiring an operation log which is stored by the local machine and matched with the log acquisition instruction, and taking the operation log as a feedback result of the log acquisition instruction.

Specifically, when the remote control instruction at this time is determined to be a log obtaining instruction pointing to the local machine through at least one intranet function module, it is described that the remote control needs to request remote access to a system log of the intranet function module corresponding to the local machine in the operation process, at this time, the customer service robot system can directly obtain an operation log which needs to be accessed in the log obtaining instruction stored in the intranet function module corresponding to the local machine in the operation process, and meanwhile, the obtained operation log matched with the log obtaining instruction is used as a feedback result of the customer service robot system on the log obtaining instruction, and in addition, the feedback result can be correspondingly returned to the remote monitoring system through the extranet interface module.

3) When the remote control instruction includes a file update instruction, if it is determined that the remote control instruction included in the external network input information is a remote control instruction directed to the local machine through at least one internal network function module, executing a control response operation matched with the remote control instruction, which may include:

and if the remote control instruction included in the external network input information is determined to be a file updating instruction pointing to the local computer through at least one internal network function module, acquiring a target file matched with the file updating instruction, and updating and storing the target file in the local computer.

The file updating instruction comprises a target file to be updated. When the remote control instruction at the moment is determined to be a file updating instruction pointing to the local machine through at least one internal network function module, it is indicated that the remote control at the moment needs to update the target file on the local machine according to the file update instruction of the latest version or the local update file request, at the moment, the target file to be updated included in the file update instruction at the moment is determined through the internal network function module corresponding to the local machine, the target file to be updated on the internal network function module corresponding to the local machine can be directly acquired, and the target file is updated and stored on the internal network function module corresponding to the local machine according to the latest version or the local update file of the target file in the file update instruction at the moment.

4) When the remote control instruction includes an operation state monitoring instruction, if it is determined that the remote control instruction included in the external network input information is a remote control instruction directed to the local machine through at least one internal network function module, executing a control response operation matched with the remote control instruction, which may include:

and if the remote control instruction included in the external network input information is determined to be the running state monitoring instruction pointing to the local machine through at least one internal network function module, acquiring at least one second running parameter associated with the running state of the local machine, and taking the second running parameter as a feedback result of the running state monitoring instruction.

Wherein the second operating parameter associated with the operating state may include: at least one of the total amount of the physical hard disk memory, the use amount of the central processing unit and the like is mainly used for monitoring the current operation condition of the intranet function module.

Specifically, when the remote control instruction at this time is determined to be the operation state monitoring instruction pointing to the local machine through at least one intranet function module, it is described that the remote control needs to request for remote monitoring of the current operation state of the intranet function module corresponding to the local machine, at least one second operation parameter associated with the operation state in the operation process of the local machine, such as the total amount of the physical hard disk memory, the amount of the physical hard disk memory used, the amount of the central processing unit used, and the like, can be directly obtained through the intranet function module corresponding to the local machine, the obtained second operation parameter is used as a feedback result obtained by the operation state monitoring instruction of the local machine, and the feedback result can be correspondingly returned to the remote monitoring system through the extranet interface module.

5) When the remote control instruction includes a remote restart instruction, if it is determined that the remote control instruction included in the external network input information is a remote control instruction directed to the local machine, the executing, by the at least one internal network function module, a control response operation matched with the remote control instruction may include:

and if the remote control instruction included in the external network input information is determined to be a remote restart instruction pointing to the local computer through at least one internal network function module, executing restart operation on the local computer.

Specifically, if the situation that a certain intranet function module is stuck and halted is remotely monitored, or the operation efficiency is low, a remote restart instruction for remotely controlling the intranet function module to restart is sent, and at this time, if it is determined that the remote control instruction included in the extranet input information is a remote control instruction pointing to the local machine through at least one intranet function module, the intranet function module corresponding to the local machine can be directly controlled to execute a restart operation.

EXAMPLE III

Fig. 3 is a flowchart of a remote control method according to a third embodiment of the present invention, and this embodiment is applicable to any remote control system that can implement remote control operation of a customer service robot system by an operation and maintenance worker. The remote control method provided by the embodiment of the present invention may be executed by a remote control device applied to a remote control system, which may be implemented by software and/or hardware and integrated in the remote control system executing the method. Specifically, referring to fig. 3, the method may include the steps of:

and S310, acquiring a remote control for the customer service robot system selected by the user in the man-machine interaction interface.

Wherein, customer service robot system includes: the system comprises an external network interface module and at least one internal network function module connected with the external network interface module. The customer service robot system in the embodiment is essentially a production platform of a real-time answering type intelligent robot, can support a text and voice interaction mode, and realizes access of all channels through an extranet interface module.

Meanwhile, the remote control can be a corresponding control icon and/or each option in a corresponding pull-down menu which are preset in a human-computer interaction interface of the remote control system through a Java software program, and different control icons and/or each function option in the corresponding pull-down menus can be matched with corresponding remote control controls capable of generating different remote control instructions. The existing customer service robot system is generally deployed in a linux system environment, and operation and maintenance personnel need to understand commands commonly used by the linux system during maintenance, so that the training cost and the hard knowledge requirement on the operation and maintenance personnel are high.

Optionally, when the customer service robot system needs to be remotely controlled, the operation and maintenance staff may select a corresponding remote control for the customer service robot system in the human-computer interaction interface of the remote control system according to the control requirement, that is, the remote control system may obtain the remote control for the customer service robot system selected by the user in the human-computer interaction interface by clicking or touching a corresponding icon in the human-computer interaction interface and/or each function option in a corresponding pull-down menu.

And S320, acquiring a remote control instruction matched with the remote control selected by the user according to the mapping relation between the remote control and the remote control instruction.

Specifically, the customer service robot system is deployed in the linux operating system; therefore, the remote control instruction at this time may be a linux control instruction. In this embodiment, when the remote control system obtains the remote control for the customer service robot system selected by the user in the human-computer interaction interface, different remote control controls correspond to different remote control instructions, so that according to the mapping relationship between the selected remote control and the remote control instructions, which is pre-configured when the mapping relationship is set by the Java software program, the remote control system can obtain the remote control instruction matched with the remote control selected by the user in all the remote control instructions, thereby determining to generate the control instruction meeting the user requirement.

Typically, the remote control command is a command obtained after processing according to a first bidirectional encryption algorithm, so as to ensure the security of the remote control process.

And S330, constructing external network input information according to the acquired remote control instruction, and sending the external network input information to a unified external network communication port of an external network interface module in the customer service robot system.

The external network input information is used for instructing at least one internal network function module in the customer service robot system to execute control response operation matched with the remote control instruction.

Specifically, when the remote control system acquires a remote control instruction matched with a remote control selected by a user, since user interaction information and remote control instruction information in the customer service robot system can be acquired through a unified extranet communication port in an extranet interface module carried by the system itself, in this embodiment, when the remote control system needs to send a corresponding remote control instruction to the customer service robot system, the acquired remote control instruction needs to be constructed into corresponding extranet input information, and the constructed extranet input information can satisfy a data format for realizing data transmission in the unified extranet communication port of the extranet interface module in the customer service robot system, so that the extranet input information is sent to the unified extranet communication port of the extranet interface module in the customer service robot system, so that at least one intranet function module in the customer service robot system can transmit the remote control instruction included in the acquired extranet input information, and executing the control response operation matched with the remote control instruction sent this time, thereby realizing the corresponding remote control for the customer service robot system.

According to the technical scheme provided by the embodiment, the corresponding remote control instruction is obtained through the remote control aiming at the customer service robot system in the human-computer interaction interface and is sent to the unified external network communication port in the external network interface module of the customer service robot system, so that the interfacing remote control operation in the remote control system and the matched remote control response operation in the customer service robot system are realized, the rigid requirement of operation and maintenance personnel on professional knowledge is reduced, and the training cost is saved.

Example four

Fig. 4 is a flowchart of a remote control method for performing interaction between a remote control system and a customer service robot system according to a fourth embodiment of the present invention, and this embodiment is further explained with respect to an interaction process between the remote control system and the customer service robot system based on the foregoing embodiment. As shown in fig. 4, this embodiment may specifically include the following steps:

s410, the remote control system obtains a remote control for the customer service robot system selected by a user in the human-computer interaction interface, wherein the customer service robot system comprises: the system comprises an external network interface module and at least one internal network function module connected with the external network interface module.

And S420, the remote control system acquires the remote control instruction matched with the remote control selected by the user according to the mapping relation between the remote control and the remote control instruction.

And S430, the remote control system constructs external network input information according to the obtained remote control instruction and sends the external network input information to a unified external network communication port of an external network interface module in the customer service robot system.

S440, the customer service robot system obtains the input information of the external network through the unified external network communication port of the external network interface module.

S450, the customer service robot system identifies the external network input information through the external network interface module, judges whether a remote control instruction is included or not, and if yes, executes S470; if not, go to S460.

And S460, the customer service robot system determines that the extranet input information is user interaction information through the extranet interface module, and sends the user interaction information to the matched target intranet function module.

S470, the customer service robot system transmits the external network input information to at least one internal network functional module.

And S480, the customer service robot system identifies the received external network input information through at least one internal network function module, and if the remote control instruction included in the external network input information is determined to be a remote control instruction pointing to the local machine, the customer service robot system executes control response operation matched with the remote control instruction.

According to the technical scheme, the corresponding remote control instruction is obtained through the remote control for the customer service robot system in the human-computer interaction interface and is sent to the unified extranet communication port in the extranet interface module of the customer service robot system, so that the remote control operation of interfacing in the remote control system is realized, the remote control response operation matched with the customer service robot system is realized, the rigid requirement of operation and maintenance personnel on professional knowledge is reduced, the training cost is saved, the problem that the remote control of the customer service robot system can be realized only by opening a new server port in the prior art is solved, the limitation of the remote control is reduced on the premise of greatly reducing the operation and maintenance difficulty of the system, and precious port resources are saved.

EXAMPLE five

Fig. 5 is a schematic structural diagram of a remote control device according to a fifth embodiment of the present invention, specifically, as shown in fig. 5, the remote control device may include:

an information obtaining module 510, configured to obtain the extranet input information through a unified extranet communication port of the extranet interface module, where the customer service robot system includes: the system comprises an external network interface module and at least one internal network function module connected with the external network interface module;

an extranet identification module 520, configured to identify extranet input information through the extranet interface module, and if it is determined that the extranet input information includes a remote control instruction, forward the extranet input information to at least one intranet function module;

and the intranet identification module 530 is configured to identify the received extranet input information through at least one intranet function module, and if it is determined that the remote control instruction included in the extranet input information is a remote control instruction directed to the local computer, execute a control response operation matched with the remote control instruction.

Further, the remote control instruction may include: normally operating a monitoring instruction; the intranet identification module 530 may be specifically configured to: if the remote control instruction included in the external network input information is determined to be a normal operation monitoring instruction pointing to the local machine through at least one internal network function module, at least one first operation parameter associated with the normal operation state of the local machine is obtained, and the first operation parameter is used as a feedback result of the normal operation monitoring instruction.

Further, the remote control instruction may further include: a log obtaining instruction; the intranet identification module 530 may be further specifically configured to: and if the remote control instruction included in the external network input information is determined to be a log acquisition instruction pointing to the local machine through at least one internal network function module, acquiring an operation log which is stored by the local machine and matched with the log acquisition instruction, and taking the operation log as a feedback result of the log acquisition instruction.

Further, the remote control instruction may further include: a file updating instruction, wherein the file updating instruction comprises a target file to be updated; the intranet identification module 530 may be further specifically configured to: and if the remote control instruction included in the external network input information is determined to be a file updating instruction pointing to the local computer through at least one internal network function module, acquiring a target file matched with the file updating instruction, and updating and storing the target file in the local computer.

Further, the remote control instruction may further include: monitoring an operating state instruction; the intranet identification module 530 may be further specifically configured to: and if the remote control instruction included in the external network input information is determined to be the running state monitoring instruction pointing to the local machine through at least one internal network function module, acquiring at least one second running parameter associated with the running state of the local machine, and taking the second running parameter as a feedback result of the running state monitoring instruction.

Further, the remote control instruction may further include: a remote restart instruction; the intranet identification module 530 may be further specifically configured to: and if the remote control instruction included in the external network input information is determined to be a remote restart instruction pointing to the local computer through at least one internal network function module, executing restart operation on the local computer.

Further, the remote control instruction may be an instruction obtained after processing according to a first bidirectional encryption algorithm;

the apparatus may further include: and the encryption module is used for carrying out bidirectional encryption on the feedback result of the remote control instruction through the intranet function module according to a second bidirectional encryption algorithm after the feedback result of the remote control instruction is obtained through the intranet function module.

Further, the operation of the external network identification module 520, in which the external network interface module identifies the external network input information, may be executed by a jar packet configured in the engineering file of the external network interface module; and/or, the operation of identifying the received extranet input information by at least one intranet functional module in the intranet identification module 530 may be executed by a set jar packet in the engineering file configured by the intranet functional module.

Further, the extranet identification module 520 may be further configured to: after the external network input information is identified through the external network interface module, if the external network input information is determined to be the user interaction information through the external network interface module, the user interaction information is sent to the matched target internal network function module.

The remote control device provided by the embodiment can be applied to the remote control method applied to the customer service robot system provided by any embodiment, and has corresponding functions and beneficial effects.

EXAMPLE six

Fig. 6 is a schematic structural diagram of a remote control device according to a sixth embodiment of the present invention, specifically, as shown in fig. 6, the remote control device may include:

a control obtaining module 610, configured to obtain a remote control for a customer service robot system selected by a user in a human-computer interaction interface, where the customer service robot system includes: the system comprises an external network interface module and at least one internal network function module connected with the external network interface module;

the instruction obtaining module 620 is configured to obtain a remote control instruction matched with the remote control selected by the user according to a mapping relationship between the remote control and the remote control instruction;

the information sending module 630 is used for constructing external network input information according to the acquired remote control instruction and sending the external network input information to a unified external network communication port of an external network interface module in the customer service robot system;

Further, the customer service robot system can be deployed in a linux operating system; the remote control instruction may be a linux control instruction.

The remote control device provided by the embodiment can be applied to the remote control method applied to the remote control system provided by any embodiment, and has corresponding functions and beneficial effects.

EXAMPLE seven

Fig. 7 is a schematic structural diagram of a computer device in a seventh embodiment of the present invention. FIG. 7 illustrates a block diagram of an exemplary computer device 12 suitable for use in implementing embodiments of the present invention. The computer device 12 shown in fig. 7 is only an example and should not bring any limitations to the functionality or scope of use of the embodiments of the present invention.

As shown in FIG. 7, computer device 12 is in the form of a general purpose computing device. The components of computer device 12 may include, but are not limited to: one or more processors or processing units 16, a memory 28, and a bus 18 that couples various system components including the memory 28 and the processing unit 16.

Bus 18 represents one or more of any of several types of bus structures, including a memory bus or memory controller, a peripheral bus, an accelerated graphics port, and a processor or local bus using any of a variety of bus architectures. By way of example, such architectures include, but are not limited to, Industry Standard Architecture (ISA) bus, micro-channel architecture (MAC) bus, enhanced ISA bus, Video Electronics Standards Association (VESA) local bus, and Peripheral Component Interconnect (PCI) bus.

Computer device 12 typically includes a variety of computer system readable media. Such media may be any available media that is accessible by computer device 12 and includes both volatile and nonvolatile media, removable and non-removable media.

The memory 28 may include computer system readable media in the form of volatile memory, such as Random Access Memory (RAM)30 and/or cache memory 32. Computer device 12 may further include other removable/non-removable, volatile/nonvolatile computer system storage media. By way of example only, storage system 34 may be used to read from and write to non-removable, nonvolatile magnetic media (not shown in FIG. 7, and commonly referred to as a "hard drive"). Although not shown in FIG. 7, a magnetic disk drive for reading from and writing to a removable, nonvolatile magnetic disk (e.g., a "floppy disk") and an optical disk drive for reading from or writing to a removable, nonvolatile optical disk (e.g., a CD-ROM, DVD-ROM, or other optical media) may be provided. In these cases, each drive may be connected to bus 18 by one or more data media interfaces. Memory 28 may include at least one program product having a set (e.g., at least one) of program modules that are configured to carry out the functions of embodiments of the invention.

A program/utility 40 having a set (at least one) of program modules 42 may be stored, for example, in memory 28, such program modules 42 including, but not limited to, an operating system, one or more application programs, other program modules, and program data, each of which examples or some combination thereof may comprise an implementation of a network environment. Program modules 42 generally carry out the functions and/or methodologies of the described embodiments of the invention.

Computer device 12 may also communicate with one or more external devices 14 (e.g., keyboard, pointing device, display 24, etc.), with one or more devices that enable a user to interact with computer device 12, and/or with any devices (e.g., network card, modem, etc.) that enable computer device 12 to communicate with one or more other computing devices. Such communication may be through an input/output (I/O) interface 22. In the computer device 12 of the present embodiment, the display 24 is not provided as a separate body but is embedded in the mirror surface, and when the display surface of the display 24 is not displayed, the display surface of the display 24 and the mirror surface are visually integrated. Also, computer device 12 may communicate with one or more networks (e.g., a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network such as the Internet) via network adapter 20. As shown, network adapter 20 communicates with the other modules of computer device 12 via bus 18. It should be understood that although not shown in the figures, other hardware and/or software modules may be used in conjunction with computer device 12, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage systems, among others.

The processing unit 16 executes various functional applications and data processing by executing programs stored in the memory 28, for example, implementing a remote control method applied to a customer service robot system provided by an embodiment of the present invention:

through the unified extranet communication port of extranet interface module, acquire extranet input information, wherein, customer service robot system includes: the system comprises an external network interface module and at least one internal network function module connected with the external network interface module; the external network input information is identified through the external network interface module, and if the external network input information is determined to comprise a remote control instruction, the external network input information is forwarded to the at least one internal network function module; and identifying the received external network input information through the at least one internal network function module, and executing a control response operation matched with the remote control instruction if the remote control instruction included in the external network input information is determined to be the remote control instruction pointing to the local machine.

For another example, the remote control method applied to the remote control system provided by the embodiment of the present invention is implemented as follows: the method comprises the following steps of obtaining a remote control for a customer service robot system selected by a user in a human-computer interaction interface, wherein the customer service robot system comprises: the system comprises an external network interface module and at least one internal network function module connected with the external network interface module; acquiring a remote control instruction matched with the remote control selected by a user according to a mapping relation between the remote control and the remote control instruction; constructing external network input information according to the acquired remote control instruction, and sending the external network input information to a unified external network communication port of the external network interface module in the customer service robot system; the external network input information is used for instructing the at least one internal network function module in the customer service robot system to execute a control response operation matched with the remote control instruction.

Example eight

An eighth embodiment of the present invention provides a computer-readable storage medium, on which a computer program is stored, where the computer program, when executed by a processor, implements a remote control method applied to a customer service robot system, as provided in any embodiment of the present application:

Or, the program is executed by a processor to implement the remote control method applied to the remote control system as provided by any of the embodiments of the invention of the present application: the method comprises the following steps of obtaining a remote control for a customer service robot system selected by a user in a human-computer interaction interface, wherein the customer service robot system comprises: the system comprises an external network interface module and at least one internal network function module connected with the external network interface module; acquiring a remote control instruction matched with the remote control selected by a user according to a mapping relation between the remote control and the remote control instruction; constructing external network input information according to the acquired remote control instruction, and sending the external network input information to a unified external network communication port of the external network interface module in the customer service robot system; the external network input information is used for instructing the at least one internal network function module in the customer service robot system to execute a control response operation matched with the remote control instruction.

Any combination of one or more computer-readable media may be employed. The computer readable medium may be a computer readable signal medium or a computer readable storage medium. A computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the computer readable storage medium would include the following: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the context of this document, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.

A computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take any of a variety of forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device.

Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.

Computer program code for carrying out operations for aspects of the present invention may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, Smalltalk, C + + or the like and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any type of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or the connection may be made to an external computer (for example, through the Internet using an Internet service provider).

It is to be noted that the foregoing is only illustrative of the preferred embodiments of the present invention and the technical principles employed. It will be understood by those skilled in the art that the present invention is not limited to the particular embodiments described herein, but is capable of various obvious changes, rearrangements and substitutions as will now become apparent to those skilled in the art without departing from the scope of the invention. Therefore, although the present invention has been described in greater detail by the above embodiments, the present invention is not limited to the above embodiments, and may include other equivalent embodiments without departing from the spirit of the present invention, and the scope of the present invention is determined by the scope of the appended claims.

Claims

1. A remote control method is applied to a customer service robot system and is characterized by comprising the following steps:

2. The method of claim 1, wherein the remote control instruction comprises: normally operating a monitoring instruction;

if the remote control instruction included in the external network input information is determined to be a remote control instruction pointing to the local machine through the at least one internal network function module, executing a control response operation matched with the remote control instruction, wherein the control response operation comprises the following steps:

if the remote control instruction included in the external network input information is determined to be a normal operation monitoring instruction pointing to the local machine through the at least one internal network function module, at least one first operation parameter associated with a normal operation state of the local machine is obtained, and the first operation parameter is used as a feedback result of the normal operation monitoring instruction.

3. The method of claim 1, wherein the remote control instruction comprises: a log obtaining instruction;

and if the remote control instruction included in the external network input information is determined to be a log acquisition instruction pointing to the local machine through the at least one internal network function module, acquiring an operation log which is stored by the local machine and matched with the log acquisition instruction, and taking the operation log as a feedback result of the log acquisition instruction.

4. The method of claim 1, wherein the remote control instruction comprises: a file updating instruction, wherein the file updating instruction comprises a target file to be updated;

and if the remote control instruction included in the external network input information is determined to be a file updating instruction pointing to the local computer through the at least one internal network function module, acquiring a target file matched with the file updating instruction, and updating and storing the target file in the local computer.

5. The method of claim 1, wherein the remote control instruction comprises: monitoring an operating state instruction;

and if the remote control instruction included in the external network input information is determined to be an operation state monitoring instruction pointing to the local machine through the at least one internal network function module, acquiring at least one second operation parameter associated with the operation state of the local machine, and taking the second operation parameter as a feedback result of the operation state monitoring instruction.

6. The method of claim 1, wherein the remote control instruction comprises: a remote restart instruction;

and if the remote control instruction included in the external network input information is determined to be a remote restart instruction pointing to the local computer through the at least one internal network function module, executing restart operation on the local computer.

7. The method according to any one of claims 1 to 6, wherein the remote control command is a command obtained after processing according to a first bidirectional encryption algorithm;

after obtaining the feedback result of remote control instruction through intranet functional module, still include:

and carrying out bidirectional encryption on the feedback result of the remote control instruction through the intranet function module according to a second bidirectional encryption algorithm.

8. The method of claim 7, wherein:

the external network interface module identifies the external network input information and executes the operation through a set jar packet in the engineering file configured by the external network interface module; and/or

And the at least one internal network function module identifies the received external network input information, or performs bidirectional encryption on the feedback result of the remote control instruction, and executes the operation through a set jar packet in the engineering file configured by the internal network function module.

9. The method of any of claims 1-6, further comprising, after identifying the extranet input information by the extranet interface module:

and if the external network input information is determined to be user interaction information through the external network interface module, sending the user interaction information to a matched target internal network function module.

10. A remote control method, comprising:

11. The method of claim 10, wherein:

the customer service robot system is deployed in a linux operating system; the remote control instruction is a linux control instruction.

12. A remote control device is applied to a customer service robot system and is characterized by comprising:

13. A remote control apparatus, comprising:

14. A computer device, characterized in that the computer device comprises:

one or more processors;

storage means for storing one or more programs;

when executed by the one or more processors, cause the one or more processors to implement a remote control method as claimed in any one of claims 1-9, or to implement a remote control method as claimed in any one of claims 10-11.

15. A computer-readable storage medium, on which a computer program is stored, which, when being executed by a processor, carries out a remote control method according to any one of claims 1 to 9, or carries out a remote control method according to any one of claims 10 to 11.