CN106682910B

CN106682910B - Information processing method, system and related equipment

Info

Publication number: CN106682910B
Application number: CN201510744675.1A
Authority: CN
Inventors: 郭叶; 王向博
Original assignee: China Mobile Communications Group Co Ltd
Current assignee: China Mobile Communications Group Co Ltd
Priority date: 2015-11-04
Filing date: 2015-11-04
Publication date: 2020-09-08
Anticipated expiration: 2035-11-04
Also published as: CN106682910A

Abstract

The invention discloses an information processing method, which comprises the following steps: in the process of using the service client, the terminal receives a first operation of a user; the first operation is to call a feedback function of the service client; generating a control instruction and a second control instruction according to the first operation; responding to the first control instruction, capturing environment information operated by the service client, and generating an operation flow script for operating the service client; responding to the second control instruction, and acquiring user question feedback information; the user problem feedback information is problem description information encountered by the user using the service client; and sending the user question feedback information corresponding to the first operation, the captured environment information and the operation flow script to a server. The invention also discloses a terminal, a server and an information processing system.

Description

Information processing method, system and related equipment

Technical Field

The present invention relates to business technologies in the field of communications, and in particular, to an information processing method, system, and related device.

Background

With the popularization of smart phones and tablet computers, various client applications have gained wide acceptance due to their attentiveness to a certain function and convenience of use. With the increasing variety and powerful functions of client applications, the homogeneity of products is continuously increased, the user conversion cost is continuously reduced, and the competition is more and more intense. Under the circumstances, how to improve the user experience and improve the user satisfaction becomes the most concerned problem of each company.

Collecting and analyzing user feedback of opinions of client application products is an important way to understand and enhance the user experience. At present, all commonly used mobile phone application clients have a user feedback function, and require a user to describe the use opinions of the user on a client application product. However, this approach allows researchers to find out when collating user feedback, and in many cases cannot understand the user's description at all. Meanwhile, the server system usually can only record the information submitted by the user, and a large number of problems described by the user are difficult to reproduce due to different use scenarios, differences of software and hardware, network conditions and other factors, so that the problem of user feedback cannot be effectively positioned and solved.

Disclosure of Invention

In order to solve the existing technical problem, embodiments of the present invention provide an information processing method, system and related device.

In order to achieve the above purpose, the technical solution of the embodiment of the present invention is realized as follows:

the embodiment of the invention provides an information processing method, which is applied to a terminal and comprises the following steps:

receiving a first operation of a user in a process of using a service client; the first operation is to call a feedback function of the service client;

generating a control instruction and a second control instruction according to the first operation;

responding to the first control instruction, capturing environment information operated by the service client, and generating an operation flow script for operating the service client;

responding to the second control instruction, and acquiring user question feedback information; the user problem feedback information is problem description information encountered by the user using the service client;

and sending the user question feedback information corresponding to the first operation, the captured environment information and the operation flow script to a server.

In the foregoing solution, the generating an operation flow script using the service client includes:

acquiring original event stream data of the user for the operation of the service client;

and generating the operation flow script by using the acquired original event flow data.

In the scheme, the obtained original event stream data is the original event stream data required for generating the user problem feedback information;

correspondingly, the generating the operation flow script by using the acquired original event flow data comprises:

analyzing the operation event by using the acquired original event stream data;

generating a corresponding operation script according to each analyzed operation event; and inserting corresponding occurrence time interval between the operation scripts corresponding to the two operation events.

In the above scheme, when generating the corresponding operation script, the method further includes:

adding corresponding page identification in each line of script; the page identification is used for determining an operation page.

In the above scheme, the obtaining of the user question feedback information includes:

receiving a second operation of the user; the second operation is an operation for marking the encountered problems in the task execution process;

storing the marked questions;

receiving a third operation of the user, wherein the third operation is used for subjectively describing the marked problem;

and storing the subjective description.

In the foregoing solution, before the receiving the second operation of the user, the method further includes:

sending prompt information to the user; the prompt information is used for prompting whether the problem encountered by the user is a problem of the current operation interface;

receiving a fourth operation of the user; the fourth operation is a response operation to the prompt message;

judging whether the problem encountered by the user is the problem of the current interface or not according to the fourth operation to obtain a judgment result;

and when the judgment result represents that the problem encountered by the user is the problem of the current operation interface, intercepting the image of the current operation interface, wherein the intercepted image is used for marking the problem by the user.

judging whether the problem encountered by the user is the problem of the current operation interface according to the fourth operation to obtain a judgment result;

and when the judgment result represents that the problem encountered by the user is a problem of a plurality of operation interfaces including the current operation interface, displaying more than two operation interfaces before the current operation interface when the user executes the current task, wherein the more than two operation interfaces are used for marking the problem by the user.

The embodiment of the invention also provides an information processing method which is applied to the server and comprises the following steps:

receiving user problem feedback information, environment information operated by a service client and an operation flow script of a user for operating the service client;

simulating the problem of the user according to the environment information and the operation flow script to obtain a simulation result;

matching the user question feedback information with the obtained simulation result to obtain a matching result;

and when the matching result represents that the problem of the user can be reproduced, performing problem analysis and distribution processing on the problem of the user according to the user problem feedback information.

In the above scheme, the simulating the problem of the user according to the environment information and the operation flow script includes:

searching a matched terminal simulator in a terminal pool according to the terminal model and the operating system version number in the environment information;

configuring a matched terminal simulator by utilizing the software and hardware data of the environmental information;

and executing the operation flow script on the matched terminal simulator under the network environment corresponding to the network environment information in the environment information.

In the foregoing solution, when the operation flow script is executed on the matched terminal simulator, the method further includes:

and determining that the current operation and the corresponding operation page are loaded according to the occurrence time interval corresponding to the two operation events in the operation flow script.

In the above scheme, the operation flow script is an operation flow script required for generating the user problem feedback information; the executing of the operational flow script on the matched terminal simulator includes:

acquiring a starting page corresponding to a first line of operation script of the operation flow script according to the page identifier of each line of operation script in the operation flow script;

and executing each line of operation script in the operation flow script from the starting page.

In the above scheme, the matching the user question feedback information with the obtained simulation result includes:

and matching the problem screenshot in the user problem feedback information with the obtained simulation result.

In the above solution, the performing problem analysis and distribution processing on the user problem according to the user problem feedback information includes:

when the user problem is an available problem generated by the use environment of the user, recording the user problem and sending the user problem to a service developer for problem processing; alternatively, the first and second electrodes may be,

when the problem of the user is not the usability problem generated by the use environment of the user, the simulation result, the user problem feedback information and the corresponding operation flow are sent to a service developer for problem processing; alternatively, the first and second electrodes may be,

when the user question is a use suggestion on the service client, sending the user question feedback information to a service developer; alternatively, the first and second electrodes may be,

and when the user's problem is a problem caused by misoperation or understanding error, sending the user's problem to customer service staff for problem processing.

An embodiment of the present invention further provides a terminal, including: the device comprises a first receiving unit, a first generating unit, a grabbing unit, a second generating unit, an acquiring unit and a sending unit; wherein the content of the first and second substances,

the first receiving unit is used for receiving a first operation of a user in the process of using the service client; the first operation is to call a feedback function of the service client;

the first generating unit is used for generating a control instruction and a second control instruction according to the first operation;

the capturing unit is used for responding to the first control instruction and capturing the environment information operated by the service client;

the second generating unit is used for responding to the first control instruction and generating an operation flow script for operating the service client;

the obtaining unit is used for responding to the second control instruction and obtaining user question feedback information; the user problem feedback information is problem description information encountered by the user using the service client;

and the sending unit is used for sending the user question feedback information corresponding to the first operation, the captured environment information and the operation flow script to a server.

In the foregoing solution, the obtaining unit is specifically configured to: receiving a second operation of the user; the second operation is an operation for marking the encountered problems in the task execution process; storing the marked questions; receiving a third operation of the user, wherein the third operation is used for subjectively describing the marked problem; and storing the subjective description.

In the above scheme, the obtaining unit is further configured to send a prompt message to the user; the prompt information is used for prompting whether the problem encountered by the user is a problem of the current operation interface; receiving a fourth operation of the user; the fourth operation is a response operation to the prompt message; judging whether the problem encountered by the user is the problem of the current interface or not according to the fourth operation to obtain a judgment result; and when the judgment result represents that the problem encountered by the user is the problem of the current operation interface, intercepting the image of the current operation interface, wherein the intercepted image is used for marking the problem by the user.

In the above scheme, the obtaining unit is further configured to send a prompt message to the user; the prompt information is used for prompting whether the problem encountered by the user is a problem of the current operation interface; receiving a fourth operation of the user; the fourth operation is a response operation to the prompt message; judging whether the problem encountered by the user is the problem of the current operation interface according to the fourth operation to obtain a judgment result; and when the judgment result represents that the problem encountered by the user is not the problem of the current operation interface, presenting more than two operation interfaces before the current interface when the user executes the current task, wherein the more than two operation interfaces are used for marking the problem by the user.

An embodiment of the present invention further provides a server, including: the system comprises a second receiving unit, an analog unit, a matching unit and a problem processing unit; wherein the content of the first and second substances,

the second receiving unit is used for receiving user problem feedback information, environment information operated by the service client and an operation flow script of the service client operated by a user;

the simulation unit is used for simulating the problems of the user according to the environment information and the operation flow script to obtain a simulation result;

the matching unit is used for matching the user question feedback information with the obtained simulation result to obtain a matching result;

and the problem processing unit is used for analyzing and distributing the problems of the user according to the user problem feedback information when the matching result represents that the problems of the user can be reproduced.

In the foregoing solution, the analog unit is specifically configured to: searching a matched terminal simulator in a terminal pool according to the terminal model and the operating system version number in the environment information; configuring a matched terminal simulator by utilizing the software and hardware data of the environmental information; and executing the operation flow script on the matched terminal simulator under the network environment corresponding to the network environment information in the environment information.

An embodiment of the present invention further provides an information processing system, including: a terminal and a server; wherein the content of the first and second substances,

the terminal is used for receiving a first operation of a user in the process of using the service client; the first operation is to call a feedback function of the service client; generating a control instruction and a second control instruction according to the first operation; responding to the first control instruction, and capturing environment information operated by the service client and an operation flow script for operating the service client; responding to the second control instruction, and acquiring user question feedback information; the user problem feedback information is problem description information encountered by the user using the service client; sending user problem feedback information corresponding to the first operation, the captured environment information and the operation flow script to the server;

the server is used for receiving user problem feedback information sent by the terminal, environment information operated by a service client and an operation flow script of the service client operated by a user; simulating the problem of the user according to the environment information and the operation flow script to obtain a simulation result; matching the user question feedback information with the obtained simulation result to obtain a matching result; and when the matching result represents that the problem of the user can be reproduced, performing problem analysis and distribution processing on the problem of the user according to the user problem feedback information.

According to the information processing method, the information processing system and the related equipment provided by the embodiment of the invention, in the process of using the service client, the terminal receives the first operation of the user; the first operation is to call a feedback function of the service client; generating a control instruction and a second control instruction according to the first operation; the terminal responds to the first control instruction, and captures environment information operated by the service client and an operation flow script for operating the service client; responding to the second control instruction, and acquiring user question feedback information; the user problem feedback information is problem description information encountered by the user using the service client; sending user problem feedback information corresponding to the first operation, the captured environment information and the operation flow script to a server; the server receives user problem feedback information sent by the terminal, environment information operated by a service client and an operation flow script of the service client operated by a user; simulating the problem of the user according to the environment information and the operation flow script to obtain a simulation result; the server matches the user problem feedback information with the obtained simulation result to obtain a matching result; and when the matching result represents that the problem of the user can be reproduced, the problem of the user is analyzed and distributed according to the user problem feedback information, and the problem of the user is simulated according to the environment information and the operation flow script, namely, the problem is reproduced, so that the user problem can be accurately and effectively reproduced, and the problem fed back by the user can be effectively positioned and solved. Meanwhile, the problem of the user is analyzed and distributed according to the user problem feedback information, so that the problem can be automatically distributed and processed, and the problem solving efficiency of personnel is improved.

In addition, the problems are automatically reproduced on the corresponding mobile phone simulator in the terminal pool by automatically capturing the software and hardware environment of the service client and the user operation flow script, and then feedback opinions such as subjective description, screenshot or recording of the user are combined, and problem analysis and distribution processing are performed, so that opinion feedback of the user becomes easier and more natural, the initiative and the convenience of user feedback are improved, and the user experience is improved.

Drawings

In the drawings, which are not necessarily drawn to scale, like reference numerals may describe similar components in different views. Like reference numerals having different letter suffixes may represent different examples of similar components. The drawings illustrate generally, by way of example, but not by way of limitation, various embodiments discussed herein.

FIGS. 1A-B are schematic diagrams of a feedback interface provided by an application client in the related art;

FIG. 2 is a flowchart illustrating a method for processing information at a terminal according to an embodiment of the present invention;

FIG. 3 is a process diagram of generating an operational flow script according to an embodiment of the present invention;

FIG. 4 is a diagram illustrating a process of obtaining problem description information according to an embodiment of the present invention;

fig. 5 is a schematic flow chart of an information processing method at a terminal side according to an embodiment of the present invention;

FIG. 6 is a flowchart illustrating a method for processing information at a server side according to an embodiment of the present invention;

FIG. 7 is a flowchart illustrating a method for processing information at a server according to an embodiment of the present invention;

FIG. 8 is a flowchart illustrating an information processing method according to an embodiment of the present invention;

fig. 9 is a schematic structural diagram of a second terminal according to an embodiment of the present invention;

FIG. 10 is a diagram illustrating a second server according to an embodiment of the present invention;

FIG. 11 is a diagram of a second information processing system according to an embodiment of the present invention;

FIG. 12 is a block diagram of an information handling system according to an embodiment of the present invention.

Detailed Description

The present invention will be described in further detail with reference to the accompanying drawings and examples.

Before describing embodiments of the present invention, a detailed understanding of the present implementation of collecting and analyzing user feedback of opinions of client application products will be provided. At present, mobile phone application clients commonly used at present all have a user feedback function, which can require a user to subjectively describe problems discovered by the user as suggestion by words, as shown in fig. 1A and 1B. The specific implementation comprises the following steps: 1) providing a user feedback method, providing basic functions of service use, feedback opinion filling, opinion type selection, opinion submitting to a server and the like; 2) and recording and storing feedback opinions of the user by using multimedia means such as screenshot, sound recording, video recording and the like.

As can be seen from the above description, in the existing opinion feedback method, on one hand, the user needs to use a large amount of text to explain the problem encountered by the user, which results in that the user has low initiative in feedback. On the other hand, when the researchers collate the feedback opinions of the users, they find that the descriptions of the users cannot be understood at all in many cases. Meanwhile, the system usually can only record the information submitted by the user, and a large number of problems described by the user are difficult to reproduce due to factors such as different use scenes, differences of software and hardware, network conditions and the like, so that the problem of user feedback cannot be effectively positioned and solved.

This situation arises mainly from two problems in the user experience: firstly, the interaction mode of user feedback is not natural enough, and the user can not call the feedback function in real time when encountering problems, but needs to describe the feedback function by using characters afterwards; secondly, because the feedback mode is too single, researchers cannot accurately obtain the real use process information of the user, the problems fed back by the user cannot be positioned and answered, and the desire of the user for feedback is further reduced.

Based on this, in various embodiments of the invention: in the process of using the service client, the terminal receives a first operation of a user; the first operation is to call a feedback function of the service client; generating a control instruction and a second control instruction according to the first operation; responding to the first control instruction, capturing environment information operated by the service client, and generating an operation flow script for operating the service client; responding to the second control instruction, and acquiring user question feedback information; the user problem feedback information is problem description information encountered by the user using the service client; sending user problem feedback information corresponding to the first operation, the captured environment information and the operation flow script to a server; the server receives user problem feedback information sent by the terminal, environment information operated by a service client and an operation flow script of the service client operated by a user; simulating the problem of the user according to the environment information and the operation flow script to obtain a simulation result; matching the user question feedback information with the obtained simulation result to obtain a matching result; and when the matching result represents that the problem of the user can be reproduced, performing problem analysis and distribution processing on the problem of the user according to the user problem feedback information.

In other words, in various embodiments of the present invention, the problem is automatically reproduced on the corresponding terminal simulator in the terminal pool by automatically capturing the software and hardware environment of the service client and generating the user operation flow script, and then the problem analysis and distribution processing is performed in combination with feedback opinions such as user subjective description information, screenshots, or recordings.

Example one

The embodiment provides an information processing method applied to a terminal, and as shown in fig. 2, the method includes the following steps:

step 201: receiving a first operation of a user in a process of using a service client;

here, the first operation is to invoke a feedback function of the service client.

Step 202: generating a control instruction and a second control instruction according to the first operation;

step 203: responding to the first control instruction, capturing environment information operated by the service client, and generating an operation flow script for operating the service client;

here, the environment information may include: hardware environment information, software environment information, and network environment information.

Wherein the hardware environment information may include: the brand and model of the terminal, the size and occupation proportion of the CPU, the size and occupation proportion of the memory, and the like.

The software environment information may include: operating system platform and version number, service client version information, programs and quantity running simultaneously, and the like.

The network environment information may include: the type of network used, signal strength, upload and download rates, etc.

The generating of the operation flow script using the service client specifically includes:

In practical application, each operation of the user is written into an original event stream in the terminal device, and original event stream data read from the terminal device is composed of character strings of one line and one line, as follows:

422-211293:/dev/input/event0:001 014a 00000001

however, the obtained original event stream data is a character string sequence composed of characters and 16-system numbers, and has no readability and can be modified. Therefore, an executable universal script is generated according to the original time stream data so as to facilitate the playback (reproduction) of the post-operation events.

In practical application, in order to increase the processing speed, the operation flow script does not need to be generated according to all the original event streams written in the terminal device, and only the original event stream data required by the user problem feedback information needs to be generated, which is generally the original event stream data corresponding to the last 20 lines of operations before the problem occurs.

Based on the user question feedback information, the obtained original event stream data is the original event stream data required for generating the user question feedback information;

correspondingly, the generating the operation flow script by using the acquired original event stream data specifically includes:

analyzing the operation event by using the acquired original event stream data;

When generating the corresponding operation script, the method may further include:

adding a corresponding page Identification (ID) in each line of script; the page ID is used to determine an operation page.

Here, in practical applications, the operation events of the user in the service client can be generally classified into the following types: key down (KeyDown), key up (KeyUp), touch screen down (TouchDown), touch screen move (TouchMove), and touch screen up (TouchUp). All other events are combinations of one or more of the above. When the operation flow script is generated, each event is analyzed from the original event stream data of the terminal equipment, a line of corresponding codes is added into the script content, and the corresponding relation between the script function statement and the event type is shown in table 1:

event type	Essential Properties	Script statement
			Key press	Key value: keycode	KeyDown(keycode)
Key flip	Key value: keycode	KeyUp(keycode)
			Touch screen press down	X-coordinate value: x; y coordinate value: y is	TouchDown(x,y)
Touch screen bounce	Is free of	TouchUp()
			Touch screen movement	X-coordinate value: x; y coordinate value: y is	TouchMove(x,y)

TABLE 1

In addition, a certain time interval exists between every two steps of operations, so before a line of events is newly added to the script, the difference value s between the current adding time and the adding event of the last event is calculated, then a line of time difference value function codes, such as delay(s), is inserted to indicate the time interval between the two events, and then the current event codes are added to the script.

In addition, in order to more accurately position the operation interface, a page ID is added to each line of script. The script is thus exemplified as follows:

KeyDown(keycode) 0001

KeyUp(keycode) 0001

Delay(s)

TouchDown(x,y) 0002

TouchUp()

……

as can be seen from the above description, the process of generating the operation flow script, as shown in fig. 3, mainly includes the following steps:

step 203 a: extracting original event stream data corresponding to the last 20 lines of operation before problems occur (before a feedback function is called) from the original event stream data of the terminal equipment;

step 203 b: analyzing the operation event by using the extracted original event stream data;

step 203 c: and converting each analyzed operation event into a universal script.

And finally, the generated universal script needs to be packaged and compressed and sent to a server for the background to reproduce and analyze the problem.

Step 204: responding to the second control instruction, and acquiring user question feedback information; the user problem feedback information is problem description information encountered by the user using the service client;

specifically, receiving a second operation of the user; the second operation is an operation for marking the encountered problems in the task execution process;

storing the marked questions;

and storing the subjective description.

Before receiving the second operation of the user, the method may further include:

when the judgment result represents that the problem encountered by the user is the problem of the current operation interface, intercepting the image of the current operation interface, wherein the intercepted image is used for marking the problem by the user;

Here, in actual application, as shown in fig. 4, when the user invokes the feedback function of the service client, the terminal first asks whether the problem encountered by the user is a problem of the current operation interface (step 204a), and if the user determines that the problem is the problem of the current operation interface, the terminal automatically intercepts the image of the current operation interface (step 204b) and prompts the user to manually mark the problem encountered on the image (step 204 e); if the user judges that the problem does not belong to the current operation page (comprising a plurality of operation interfaces of the current operation interface), the terminal presents operation interfaces (more than two operation interfaces which can be adjusted according to actual conditions) which are operated by a plurality of steps before the current operation interface when the user executes the current task in a thumbnail mode (step 204c), so that the user can select one or more operation interfaces with problems (step 204d) and mark the problem (step 204 e); after the problem marking is completed, the picture is automatically saved, and at this time, the user can select the category (such as crash, long waiting time, unclear prompt and the like) to which the problem belongs (step 204f), and can describe the problem or the suggestion of the user in a text or sound recording mode and the like so as to subjectively describe the marked problem (step 204g), thereby forming the problem description information.

In actual application, step 203 and step 204 are not in sequence in execution, and step 203 and step 204 may be executed first, or step 204 and step 203 may be executed first, or step 203 and step 204 may be executed simultaneously.

Step 205: and sending the user question feedback information corresponding to the first operation, the captured environment information and the operation flow script to a server.

As can be seen from the above description, in practical application, for the terminal side, the processing flow is as shown in fig. 5, and mainly includes the following steps:

step 501: the user firstly calls a feedback function of the service client after encountering problems;

here, the feedback function may be called through a menu key in real time, and a feedback collection module of the terminal may be triggered after clicking the function key.

Step 502: after receiving the trigger, the feedback collection module collects corresponding data;

specifically, the feedback collection module includes: the system comprises a subjective description submodule, a use environment capturing submodule and an operation flow script generating submodule.

The subjective description submodule is used for collecting screenshots of user feedback problems, subjective descriptions (recording/characters) of the users to the problems, problem classification and the like; the service environment capturing submodule is used for collecting service environment information such as current software and hardware environment, network condition and the like operated by the service client; the operation flow script generation submodule is used for collecting script data of the user operation flow.

Step 503: and packaging and compressing the collected data, and sending the data to a server.

Here, the purpose of the collected data sent to the sending server is: and enabling the server to perform problem analysis and distribution processing.

The embodiment also provides an information processing method applied to a server, as shown in fig. 6, the method includes the following steps:

step 601: receiving user problem feedback information, environment information operated by a service client and an operation flow script of a user for operating the service client;

here, the received user question feedback information, the environment information operated by the service client, and the operation flow script of the user operating the service client are sent by the terminal where the service client is located.

Step 602: simulating the problem of the user according to the environment information and the operation flow script to obtain a simulation result;

specifically, according to the terminal model and the operating system version number in the environment information, a matched terminal simulator is searched in a terminal pool;

During actual application, the background of the server searches a corresponding terminal simulator in a terminal pool according to the information of the brand and model of the terminal (such as a mobile phone and the like) and the version number of the operating system captured from the service client, and calls and starts the matched terminal simulator.

When configuring the software and hardware data of the matched terminal simulator, the method mainly comprises the following steps:

1. software environment data: according to the version number of the service client at the user terminal side, opening the service client of the corresponding version in the matched simulator, if the matched simulator does not have the service client of the version, firstly installing the service client of the corresponding version;

2. hardware environment data: configuring the memory and CPU ratio of the matched simulator according to the use conditions of other apps or processes at the user terminal side, such as the memory, the CPU and the like;

3. network environment data: and setting the network type, the signal intensity, the network transmission rate and the like of the matched simulator according to the network type, the signal intensity and the network transmission rate of the service client.

The network transmission rate can be set in a speed-limiting mode, and as the network between the simulator and the server is generally an intranet, and the intranet rate is generally higher than the transmission rate of the user and the server, the network speed of the user can be simulated in the speed-limiting mode.

In an embodiment, when the operation flow script is executed on the matched terminal simulator, the method may further include:

Here, the operation flow script is an operation flow script required for generating the user question feedback information; executing an operation flow script on the matched terminal simulator specifically comprises:

Here, in actual application, the operation flow script sent to the server is the operation flow script required for generating the user problem feedback information (generally, the operation flow script corresponding to the last 20 lines of operations before a problem occurs (before the user calls the feedback function)), so when simulating the problem of the user, that is, when repeating the problem, it is necessary to first search the start page of the first line of the script, execute the operation flow from the enlightenment page, and simulate the user operation procedure. The start page may be located according to the page ID in each line of script.

In addition, according to the time interval between every two adjacent operations, the current operation and the operation page are ensured to be loaded, and the next operation can be executed.

Step 603: matching the user question feedback information with the obtained simulation result to obtain a matching result;

here, in practical application, the matching of the user question feedback information and the obtained simulation result specifically includes:

The simulation result of the simulator is matched with the problem screenshot of the user, when the images are compared, only the pixel points within the range of the service client are compared, and the pixel points outside the service client are possibly inconsistent due to the influence of other different tasks or personalized settings of the mobile phone, such as a notification bar and the like.

If the picture contrast is consistent, the problem is indicated to be reproducible, then the problem distribution processing is carried out, otherwise, the problem is indicated to be incapable of being reproduced, and the current processing flow is ended.

Step 604: and when the matching result represents that the problem of the user can be reproduced, performing problem analysis and distribution processing on the problem of the user according to the user problem feedback information.

Here, when performing the problem analysis and distribution processing, the background needs to perform analysis of the user problem type and the like in combination with subjective description (audio/text) of the user on the problem, problem classification and the like in the user problem feedback information, and perform corresponding distribution processing.

Specifically, when the user question is an available question generated by the use environment of the user (a question caused by factors such as a hardware environment, a network environment, and a software environment used by the user), the user question is recorded and sent to a service developer for question processing, so that the service developer can repair or schedule optimization as soon as possible, and the user is simultaneously answered with a corresponding question;

when the problem of the user is not the usability problem generated by the use environment of the user, the simulation result, the user problem feedback information and the corresponding operation process are sent to a service developer for problem processing, and the service developer performs comparison and analysis;

when the user question is a use suggestion (such as suggestion or expectation on a business client or content, service and the like) of the business client, sending the user question feedback information to a business developer;

and when the user question is a question generated by misoperation or understanding error, sending the user question to customer service personnel for question processing, and giving a question answer to the user by the customer service personnel through a business client or a return visit and other modes.

In addition, when the matching result represents that the user's question cannot be reproduced, the user's question is sent to a customer service staff for question processing, and the customer service staff gives the user a question answer through a business client or a return visit and the like.

To sum up, as shown in fig. 7, for the server, after the server receives data sent by the terminal, the background first searches for a terminal simulator with the same model and configuration in the terminal pool according to the terminal model and the version number of the operating system (step 701), then configures software and hardware environments of the matched simulator according to the software and hardware environment data (step 702), then executes the operation flow script to simulate the user operation, and reproduces the problem (step 703), and determines whether the problem can be reproduced by comparing the reproduction result with the user screenshot (step 704), when the problem can be reproduced, analyzes and distributes the problem (step 705), and then ends the processing (step 706), when the problem cannot be reproduced, ends the processing (step 706).

Here, ending the processing when the problem cannot be reproduced means: the server does not analyze and distribute the problems, but directly sends the problems to customer service personnel, and the customer service personnel answers the problems to the user through a business client or a return visit and other modes.

As can be seen from the above description, the background process is an adaptive analysis and problem discovery process.

The present embodiment further provides an information processing procedure, as shown in fig. 8, the method includes the following steps:

step 801: in the process of using the service client, the terminal receives a first operation of a user; the first operation is to call a feedback function of the service client; generating a control instruction and a second control instruction according to the first operation;

step 802: the terminal responds to the first control instruction, and captures environment information operated by the service client and an operation flow script for operating the service client; responding to the second control instruction, and acquiring user question feedback information; the user problem feedback information is problem description information encountered by the user using the service client;

step 803: sending user problem feedback information corresponding to the first operation, the captured environment information and the operation flow script to a server;

step 804: the server receives user problem feedback information sent by the terminal, environment information operated by a service client and an operation flow script of the service client operated by a user; simulating the problem of the user according to the environment information and the operation flow script to obtain a simulation result;

step 805: the server matches the user problem feedback information with the obtained simulation result to obtain a matching result; and when the matching result represents that the problem of the user can be reproduced, performing problem analysis and distribution processing on the problem of the user according to the user problem feedback information.

It should be noted that: the specific processing procedures of the terminal and the server have been described in detail above, and are not described in detail here.

In the information processing method provided by the embodiment, in the process of using the service client, the terminal receives a first operation of a user; the first operation is to call a feedback function of the service client; generating a control instruction and a second control instruction according to the first operation; the terminal responds to the first control instruction, and captures environment information operated by the service client and an operation flow script for operating the service client; responding to the second control instruction, and acquiring user question feedback information; the user problem feedback information is problem description information encountered by the user using the service client; sending user problem feedback information corresponding to the first operation, the captured environment information and the operation flow script to a server; the server receives user problem feedback information sent by the terminal, environment information operated by a service client and an operation flow script of the service client operated by a user; simulating the problem of the user according to the environment information and the operation flow script to obtain a simulation result; the server matches the user problem feedback information with the obtained simulation result to obtain a matching result; and when the matching result represents that the problem of the user can be reproduced, the problem of the user is analyzed and distributed according to the user problem feedback information, and the problem of the user is simulated according to the environment information and the operation flow script, namely, the problem is reproduced, so that the user problem can be accurately and effectively reproduced, and the problem fed back by the user can be effectively positioned and solved. Meanwhile, the problem of the user is analyzed and distributed according to the user problem feedback information, so that the problem can be automatically distributed and processed, and the problem solving efficiency of personnel is improved.

In addition, when the corresponding operation script is generated, adding a corresponding page ID in each line of script; correspondingly, the server acquires a starting page corresponding to the first line of operation script of the operation flow script according to the page identifier of each line of operation script in the operation flow script; and executing each line of operation script in the operation flow script from the starting page, so that an operation interface can be accurately positioned.

Example two

To implement the method of the first embodiment, this embodiment provides a terminal, as shown in fig. 9, where the terminal includes: a first receiving unit 91, a first generating unit 92, a grasping unit 93, a second generating unit 94, an acquiring unit 95, and a transmitting unit 96; wherein the content of the first and second substances,

the first receiving unit 91 is configured to receive a first operation of a user in a process of using a service client; the first operation is to call a feedback function of the service client;

the first generating unit 92 is configured to generate a control instruction and a second control instruction according to the first operation;

the capturing unit 93 is configured to capture, in response to the first control instruction, environment information in which the service client operates;

the second generating unit 94 is configured to generate an operation flow script for operating the service client in response to the first control instruction;

the obtaining unit 95 is configured to obtain user question feedback information in response to the second control instruction; the user problem feedback information is problem description information encountered by the user using the service client;

the sending unit 96 is configured to send the user question feedback information corresponding to the first operation, the captured environment information, and the operation flow script to the server.

Wherein the environment information may include: hardware environment information, software environment information, and network environment information.

The second generating unit 94 is specifically configured to: acquiring original event stream data of the user for the operation of the service client; and generating the operation flow script by using the acquired original event stream data.

422-211293:/dev/input/event0:001 014a 00000001

the generating the operation flow script by using the acquired original event stream data specifically includes:

analyzing the operation event by using the acquired original event stream data;

When the corresponding operation script is generated, the second generating unit 94 is further configured to add a corresponding page ID to each line of script; the page ID is used to determine an operation page.

Here, in practical applications, the operation events of the user in the service client can be generally classified into the following types: key down (KeyDown), key up (KeyUp), touch screen down (TouchDown), touch screen move (TouchMove), and touch screen up (TouchUp). All other events are combinations of one or more of the above. When the operation flow script is generated, each event is analyzed from the original event stream data of the terminal equipment, a line of corresponding codes is added into the script content, and the corresponding relation between the script function statement and the event type is shown in table 1.

In addition, there is a certain time interval between every two steps of operations, so before a new line of events is added to the script, the second generating unit 94 first calculates the difference s between the current adding time and the adding event of the previous event, then inserts a line of time difference function codes, such as delay(s), representing the interval of time occurring between two events, and then adds the current event code to the script.

KeyDown(keycode) 0001

KeyUp(keycode) 0001

Delay(s)

TouchDown(x,y) 0002

TouchUp()

……

The obtaining unit 95 is specifically configured to: receiving a second operation of the user; the second operation is an operation for marking the encountered problems in the task execution process; storing the marked questions; receiving a third operation of the user, wherein the third operation is used for subjectively describing the marked problem; and storing the subjective description.

Before receiving the second operation of the user, the obtaining unit 95 is further configured to send a prompt message to the user; the prompt information is used for prompting whether the problem encountered by the user is a problem of the current operation interface; receiving a fourth operation of the user; the fourth operation is a response operation to the prompt message; judging whether the problem encountered by the user is the problem of the current interface or not according to the fourth operation to obtain a judgment result; when the judgment result represents that the problem encountered by the user is the problem of the current operation interface, intercepting the image of the current operation interface, wherein the intercepted image is used for marking the problem by the user; and when the judgment result represents that the problem encountered by the user is a problem of a plurality of operation interfaces including the current operation interface, displaying more than two operation interfaces before the current operation interface when the user executes the current task, wherein the more than two operation interfaces are used for marking the problem by the user.

Here, in actual application, as shown in fig. 4, when the user invokes the feedback function of the service client, the obtaining unit 95 firstly queries whether the problem encountered by the user is a problem of the current operation interface (step 204a), and if the user determines that the problem is the problem of the current operation interface, the obtaining unit 95 automatically intercepts the image of the current operation interface (step 204b) and prompts the user to manually mark the encountered problem on the image (204 e); if the user determines that the problem does not belong to the current operation page (including multiple operation interfaces of the current operation interface), the obtaining unit 95 presents, in the form of thumbnails, operation interfaces (more than two operation interfaces, which can be adjusted according to actual conditions) operated by the user in a plurality of steps before the current operation interface when the user executes the current task (step 204c), so that the user can select one or more interfaces with problems (step 204d) and mark the problem (step 204 e); after the problem marking is completed, the picture is automatically saved, and at this time, the user can select the category (such as crash, long waiting time, unclear prompt and the like) to which the problem belongs (step 204f), and can describe the problem or the suggestion of the user in a text or sound recording mode and the like so as to subjectively describe the marked problem (step 204g), thereby forming the problem description information.

specifically, the feedback collection module includes: a subjective description sub-module (the obtaining unit 95), a usage environment capturing sub-module (the capturing unit 93), and an operation flow script generating sub-module (the second generating unit 94).

In practical application, the first generating Unit 92, the grabbing Unit 93, the second generating Unit 94 and the obtaining Unit 95 may be implemented by a Central Processing Unit (CPU), a Microprocessor (MCU), a Digital Signal Processor (DSP), or a Programmable logic Array (FPGA) in the terminal; the first receiving unit 91, and the transmitting unit 96 may be implemented by a transceiver in a terminal.

To implement the method of the first embodiment, this embodiment further provides a server, as shown in fig. 10, where the server includes: a second receiving unit 101, a simulation unit 102, a matching unit 103, and a problem processing unit 104; wherein the content of the first and second substances,

the second receiving unit 101 is configured to receive user question feedback information, environment information run by a service client, and an operation flow script for a user to operate the service client;

the simulation unit 102 is configured to simulate the problem of the user according to the environment information and the operation flow script, so as to obtain a simulation result;

the matching unit 103 is configured to match the user question feedback information with the obtained simulation result to obtain a matching result;

the question processing unit 104 is configured to, when the matching result indicates that the question of the user can be reproduced, perform question analysis and distribution processing on the question of the user according to the user question feedback information.

Here, the user question feedback information, the environment information executed by the service client, and the operation flow script of the user operating the service client, which are received by the second receiving unit 101, are sent by the terminal where the service client is located.

The simulation unit 102 is specifically configured to: searching a matched terminal simulator in a terminal pool according to the terminal model and the operating system version number in the environment information; configuring a matched terminal simulator by utilizing the software and hardware data of the environmental information; and executing the operation flow script on the matched terminal simulator under the network environment corresponding to the network environment information in the environment information.

In practical application, the background of the server searches a corresponding terminal simulator in a terminal pool according to the information of the brand, the model and the version number of an operating system of the terminal (such as a mobile phone and the like) captured from a business client, calls and starts the matched terminal simulator

In an embodiment, when the operation flow script is executed on the matched terminal simulator, the simulation unit 102 is further configured to determine that the current operation and the corresponding operation page have been loaded according to an occurrence time interval corresponding to two operation events in the operation flow script.

the simulation unit 102 obtains a starting page corresponding to a first line of operation script of the operation flow script according to the page identifier of each line of operation script in the operation flow script;

the simulation unit 102 executes each line of the operation script in the operation flow script from the start page.

Here, in actual application, the operation flow script sent to the server is the operation flow script required for generating the user problem feedback information (generally, the operation flow script corresponding to the last 20 lines of operations before a problem occurs (before the user calls the feedback function)), so when simulating the problem of the user, that is, when repeating the problem, the simulation unit 102 first needs to search the start page of the first line of the script, and start executing the operation flow from the enlightenment page to simulate the user operation procedure. The start page may be located according to the page ID in each line of script.

Here, in practical application, the matching unit 103 is specifically configured to: and matching the problem screenshot in the user problem feedback information with the obtained simulation result.

If the picture contrast is consistent, the question is described to be reproducible, the question processing unit 104 performs question distribution processing, otherwise, the question is described to be unreproducible, and the current processing flow is ended.

In practical application, when performing problem analysis and distribution processing, the background needs to perform analysis on the user problem types and the like in combination with subjective descriptions (audio/text) of the user on the problems, problem classification and the like in the user problem feedback information, and perform corresponding distribution processing.

Specifically, when the question of the user is an available question generated by the use environment of the user (a question caused by factors such as a hardware environment, a network environment, and a software environment used by the user), the question processing unit 104 records and sends the question of the user to a service developer for question processing, so as to repair or schedule optimization as soon as possible, and simultaneously answer the question to the user;

when the problem of the user is not the usability problem generated by the use environment of the user, the problem processing unit 104 sends the simulation result, the user problem feedback information and the corresponding operation flow to a service developer for problem processing, and the service developer performs comparison and analysis;

when the user's question is a use suggestion (such as a suggestion or expectation on a business client or content, a service, etc.) for the business client, the question processing unit 104 sends the user question feedback information to a business developer;

when the user question is a question generated by misoperation or understanding error, the question processing unit 104 sends the user question to a customer service staff for question processing, and the customer service staff answers the user question through a service client or a return visit and the like.

In addition, when the matching result indicates that the question of the user cannot be reproduced, the question processing unit 104 sends the question of the user to a customer service staff for question processing, and the customer service staff answers the question of the user through a service client or a return visit and the like.

To sum up, as shown in fig. 7, for the server, after the server receives data sent by the terminal, the simulation unit 102 first searches for a terminal simulator with the same model and configuration in the terminal pool according to the terminal model and the os version number (step 701), then configures software and hardware environments of the matched simulator according to the software and hardware environment data (step 702), then executes an operation flow script to simulate a user operation, and reproduces a problem (step 703), and the matching unit 103 determines whether the problem can be reproduced or not by comparing a reproduction result with a user screenshot (step 704), and when the problem can be reproduced, the problem processing unit 104 analyzes and distributes the problem (step 705), and then ends the processing (step 706), and when the problem cannot be reproduced, the processing is ended (step 706).

In practical application, the second receiving unit 101 may be implemented by a receiver of a server; the simulation unit 102, the matching unit 103, and the problem processing unit 104 may be implemented by a CPU, an MCU, a DSP, or an FPGA in a server.

To implement the method of the first embodiment, this embodiment further provides an information processing system, as shown in fig. 11, where the system includes: a terminal 111 and a server 112; wherein the content of the first and second substances,

the terminal 111 is configured to receive a first operation of a user in a process of using a service client; the first operation is to call a feedback function of the service client; generating a control instruction and a second control instruction according to the first operation; responding to the first control instruction, and capturing environment information operated by the service client and an operation flow script for operating the service client; responding to the second control instruction, and acquiring user question feedback information; the user problem feedback information is problem description information encountered by the user using the service client; sending the user question feedback information corresponding to the first operation, the captured environment information and the operation flow script to the server 112;

the server 112 is configured to receive user question feedback information sent by the terminal, environment information run by a service client, and an operation flow script for a user to operate the service client; simulating the problem of the user according to the environment information and the operation flow script to obtain a simulation result; matching the user question feedback information with the obtained simulation result to obtain a matching result; and when the matching result represents that the problem of the user can be reproduced, performing problem analysis and distribution processing on the problem of the user according to the user problem feedback information.

It should be noted that: the specific processing procedures of the terminal 111 and the server 112 have been described in detail above, and are not described herein again.

In summary, in practical applications, as shown in fig. 12, the scheme of the embodiment of the present invention includes two major parts, namely, feedback collection (terminal execution) and background analysis (server execution). Wherein the feedback collection comprises: subjective description, software and hardware environment information and operation flow scripts; background analysis includes self-adaptive analysis, problem replication, and distribution processing.

When the user calls the service client feedback function, the currently running software and hardware environment and the user operation flow script are automatically captured by the service client of the terminal, and are sent to the server together with the subjective description (screenshot, recording and text) of the user on the problem. After receiving the user feedback data, the background of the server firstly searches a corresponding terminal simulator (such as a mobile phone simulator) in a terminal pool according to the model of the terminal (such as a mobile phone and the like) and the version number of an operating system, and automatically reproduces the problem on the simulator by combining software and hardware environment information of the user and operation process script data. And finally, analyzing and distributing the problems by comparing the reproduction result with the user screenshot.

In the information processing scheme provided by this embodiment, in the process of using the service client, the terminal 111 receives a first operation of the user; the first operation is to call a feedback function of the service client; generating a control instruction and a second control instruction according to the first operation; the terminal responds to the first control instruction, and captures environment information operated by the service client and an operation flow script for operating the service client; responding to the second control instruction, and acquiring user question feedback information; the user problem feedback information is problem description information encountered by the user using the service client; sending the user question feedback information corresponding to the first operation, the captured environment information and the operation flow script to the server 112; the server 112 receives user question feedback information sent by the terminal, environment information run by a service client, and an operation flow script of a user operating the service client; simulating the problem of the user according to the environment information and the operation flow script to obtain a simulation result; the server matches the user problem feedback information with the obtained simulation result to obtain a matching result; and when the matching result represents that the problem of the user can be reproduced, the problem of the user is analyzed and distributed according to the user problem feedback information, and the problem of the user is simulated according to the environment information and the operation flow script, namely, the problem is reproduced, so that the user problem can be accurately and effectively reproduced, and the problem fed back by the user can be effectively positioned and solved. Meanwhile, the problem of the user is analyzed and distributed according to the user problem feedback information, so that the problem can be automatically distributed and processed, and the problem solving efficiency of personnel is improved.

As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, system, or computer program product. Accordingly, the present invention may take the form of a hardware embodiment, a software embodiment, or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, optical storage, and the like) having computer-usable program code embodied therein.

The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.

These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.

These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.

The above description is only a preferred embodiment of the present invention, and is not intended to limit the scope of the present invention.

Claims

1. An information processing method, applied to a terminal, the method comprising:

generating a first control instruction and a second control instruction according to the first operation;

sending user problem feedback information corresponding to the first operation, the captured environment information and the operation flow script to a server; wherein the content of the first and second substances,

the generating of the operation flow script using the service client comprises the following steps:

generating the operation flow script by using the acquired original event flow data; wherein the content of the first and second substances,

the obtained original event stream data is the original event stream data required for generating the user problem feedback information;

the generating the operation flow script by using the acquired original event stream data comprises:

analyzing the operation event by using the acquired original event stream data;

2. The method of claim 1, wherein in generating the corresponding operational script, the method further comprises:

3. The method according to claim 1 or 2, wherein the obtaining user question feedback information comprises:

storing the marked questions;

and storing the subjective description.

4. The method of claim 3, wherein prior to receiving the second operation by the user, the method further comprises:

5. The method of claim 3, wherein prior to receiving the second operation by the user, the method further comprises:

6. An information processing method applied to a server, the method comprising:

receiving user problem feedback information sent by a terminal, environment information operated by a service client and an operation flow script of the service client operated by a user;

when the matching result represents that the problem of the user can be reproduced, performing problem analysis and distribution processing on the problem of the user according to the user problem feedback information; wherein the content of the first and second substances,

the simulating the user's question according to the environmental information and the operation flow script includes:

executing an operation flow script on the matched terminal simulator under a network environment corresponding to the network environment information in the environment information;

when the operation flow script is executed on the matched terminal simulator, the method further comprises the following steps:

7. The method of claim 6, wherein the operational flow script is an operational flow script required to generate the user question feedback information; the executing of the operational flow script on the matched terminal simulator includes:

8. The method of claim 6, wherein the matching of the user question feedback information with the obtained simulation results is:

9. The method according to any one of claims 6 to 8, wherein the performing problem analysis and distribution processing on the user's problem according to the user problem feedback information comprises:

10. A terminal, characterized in that the terminal comprises: the device comprises a first receiving unit, a first generating unit, a grabbing unit, a second generating unit, an acquiring unit and a sending unit; wherein the content of the first and second substances,

the first generating unit is used for generating a first control instruction and a second control instruction according to the first operation;

the sending unit is used for sending the user question feedback information corresponding to the first operation, the captured environment information and the operation flow script to a server; wherein the content of the first and second substances,

the second generating unit is further configured to:

analyzing the operation event by using the acquired original event stream data;

11. The terminal according to claim 10, wherein the obtaining unit is specifically configured to: receiving a second operation of the user; the second operation is an operation for marking the encountered problems in the task execution process; storing the marked questions; receiving a third operation of the user, wherein the third operation is used for subjectively describing the marked problem; and storing the subjective description.

12. The terminal according to claim 11, wherein the obtaining unit is further configured to send a prompt message to the user; the prompt information is used for prompting whether the problem encountered by the user is a problem of the current operation interface; receiving a fourth operation of the user; the fourth operation is a response operation to the prompt message; judging whether the problem encountered by the user is the problem of the current interface or not according to the fourth operation to obtain a judgment result; and when the judgment result represents that the problem encountered by the user is the problem of the current operation interface, intercepting the image of the current operation interface, wherein the intercepted image is used for marking the problem by the user.

13. The terminal according to claim 11, wherein the obtaining unit is further configured to send a prompt message to the user; the prompt information is used for prompting whether the problem encountered by the user is a problem of the current operation interface; receiving a fourth operation of the user; the fourth operation is a response operation to the prompt message; judging whether the problem encountered by the user is the problem of the current operation interface according to the fourth operation to obtain a judgment result; and when the judgment result represents that the problem encountered by the user is not the problem of the current operation interface, presenting more than two operation interfaces before the current interface when the user executes the current task, wherein the more than two operation interfaces are used for marking the problem by the user.

14. A server, characterized in that the server comprises: the system comprises a second receiving unit, an analog unit, a matching unit and a problem processing unit; wherein the content of the first and second substances,

the second receiving unit is used for receiving user problem feedback information sent by the terminal, environment information operated by the service client and an operation flow script of the service client operated by a user;

the problem processing unit is used for analyzing and distributing the problems of the user according to the user problem feedback information when the matching result represents that the problems of the user can be reproduced; wherein the content of the first and second substances,

the analog unit is further configured to:

and when the matched terminal simulator executes the operation flow script, determining that the current operation and the corresponding operation page are loaded according to the occurrence time interval corresponding to the two operation events in the operation flow script.

15. The server according to claim 14, wherein the simulation unit is specifically configured to: searching a matched terminal simulator in a terminal pool according to the terminal model and the operating system version number in the environment information; configuring a matched terminal simulator by utilizing the software and hardware data of the environmental information; and executing the operation flow script on the matched terminal simulator under the network environment corresponding to the network environment information in the environment information.

16. An information processing system, the system comprising: a terminal and a server; wherein the content of the first and second substances,

the terminal is used for receiving a first operation of a user in the process of using the service client; the first operation is to call a feedback function of the service client; generating a first control instruction and a second control instruction according to the first operation; responding to the first control instruction, and capturing environment information operated by the service client and an operation flow script for operating the service client; responding to the second control instruction, and acquiring user question feedback information; the user problem feedback information is problem description information encountered by the user using the service client; sending user problem feedback information corresponding to the first operation, the captured environment information and the operation flow script to the server;

the server is used for receiving user problem feedback information sent by the terminal, environment information operated by a service client and an operation flow script of the service client operated by a user; simulating the problem of the user according to the environment information and the operation flow script to obtain a simulation result; matching the user question feedback information with the obtained simulation result to obtain a matching result; when the matching result represents that the problem of the user can be reproduced, performing problem analysis and distribution processing on the problem of the user according to the user problem feedback information; wherein the content of the first and second substances,

the terminal is further configured to:

acquiring original event stream data of the user for the operation of the service client; generating the operation flow script by using the acquired original event flow data; the obtained original event stream data is the original event stream data required for generating the user question feedback information; the generating the operation flow script by using the acquired original event stream data comprises: analyzing the operation event by using the acquired original event stream data; generating a corresponding operation script according to each analyzed operation event; inserting corresponding occurrence time intervals between the operation scripts corresponding to the two operation events;

the server is further configured to:

searching a matched terminal simulator in a terminal pool according to the terminal model and the operating system version number in the environment information; configuring a matched terminal simulator by utilizing the software and hardware data of the environmental information; executing an operation flow script on the matched terminal simulator under a network environment corresponding to the network environment information in the environment information; and when the matched terminal simulator executes the operation flow script, determining that the current operation and the corresponding operation page are loaded according to the occurrence time interval corresponding to the two operation events in the operation flow script.

17. A storage medium storing a computer program, wherein the computer program when executed by a processor implements the steps of the method of any one of claims 1 to 5;

alternatively, the first and second electrodes may be,

the computer program when executed by a processor implements the steps of the method of any one of claims 6 to 9.