CN110661880A - Remote assistance method, system and storage medium - Google Patents
Remote assistance method, system and storage medium Download PDFInfo
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- CN110661880A CN110661880A CN201910969717.XA CN201910969717A CN110661880A CN 110661880 A CN110661880 A CN 110661880A CN 201910969717 A CN201910969717 A CN 201910969717A CN 110661880 A CN110661880 A CN 110661880A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N7/00—Television systems
- H04N7/18—Closed-circuit television [CCTV] systems, i.e. systems in which the video signal is not broadcast
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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- G06Q10/20—Administration of product repair or maintenance
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
- H04L67/025—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP] for remote control or remote monitoring of applications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/12—Protocols specially adapted for proprietary or special-purpose networking environments, e.g. medical networks, sensor networks, networks in vehicles or remote metering networks
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Abstract
The invention relates to the technical field of remote assistance, in particular to a remote assistance method, a remote assistance system and a storage medium, wherein the method comprises the following steps: the help seeking end acquires image information of a site to be assisted in real time, sends the image information to the expert end, the expert end sends remote assistance information related to the image information to the help seeking end, and the help seeking end receives the remote assistance information related to the image information and returned by the expert end and displays the remote assistance information in real time. Through the remote assistance method provided by the application, for general non-hardware problems, experts or after-sales personnel do not need to visit the site, and the problems can be solved through the remote assistance method, so that the problem solving efficiency is improved, and the time is saved.
Description
Technical Field
The invention relates to the technical field of remote assistance, in particular to a remote assistance method, a remote assistance system and a storage medium.
Background
In recent years, technology has been developed rapidly, and new products are increasing, such as smart televisions, which can enjoy more functions and services from the intellectualization of televisions than traditional televisions. However, as the functions of the smart television are more and more, the interaction is more and more complicated, which inevitably brings about two types of problems: firstly, for novice users, the smart television has high learning cost, is not easy to get on hands, and particularly for old people and children, when facing a dazzling operation interface, the users may not get off hands and do not know how to operate and use; secondly, compared with the traditional television with single function, more problems can occur in the process of using the intelligent television by the user, which can be caused by the quality defects of the system and the software, and can also be caused by the misoperation of the user. When the above problems are met, users usually make after-sales calls for assistance and resolution, and then the manufacturers send after-sales personnel to serve the services, but the traditional after-sales mode has many disadvantages in the current internet: (1) the time for a user to wait for going to the door after sale is long, and the problem cannot be solved in time; (2) it is costly for a company or a user to go to the home after sale. With the development of network construction, the network bandwidth is larger and the information transmission is fast at present, and if remote assistance can be adopted, experts can solve some software or operation problems without visiting the site.
Disclosure of Invention
The application provides a remote assistance method, which aims to help users, experts or after-sales remote solving of technical problems.
A remote assistance method, further comprising:
acquiring image information of a site to be assisted in real time;
sending the image information to an expert terminal;
sending remote assistance information related to the image information to a help seeking end;
receiving remote assistance information which is returned by the expert and related to the image information;
and presenting the remote assistance information in real time.
Wherein, the sending the image information to an expert end comprises:
and sending the image information and the assistance type information related to the image information to an expert terminal.
Wherein the receiving of the remote assistance information on the image information returned by the expert comprises:
receiving remote assistance information and assistance type information which are returned by the expert and related to the image information;
the presenting the remote assistance information includes:
presenting the remote assistance information in conjunction with the assistance-type information.
Wherein the assistance-type information includes at least:
performing 3D labeling on the image information;
and tracking the content marked in the image information.
Wherein before sending the image information to the expert terminal, the method further comprises: and compressing the image information.
A remote assistance system comprises a help end, an expert end and a server;
the help seeking end is used for acquiring image information of a site to be assisted in real time and sending the image information to the server;
the server is used for receiving the image information and storing and forwarding the image information;
the expert terminal is used for receiving the image information forwarded by the server, presenting the image information in real time and returning remote assistance information related to the image information to the server;
the server is also used for receiving and forwarding the remote assistance information;
the help seeking end is also used for receiving the remote assistance information forwarded by the server and presenting the remote assistance information.
Wherein, the help end includes:
the camera is used for acquiring image information of a site to be assisted in real time;
a first processor for processing the acquired image information;
the first communication module is used for sending the processed image information to the server;
the expert side comprises:
a second communication module for receiving the image information,
a second display screen for displaying the image information in real time
The input equipment is used for the expert to edit the assistance information;
the second processor is used for generating remote assistance information after the image information and the assistance information edited by the expert are combined and processed, and sending the remote assistance information to the server;
the help-seeking terminal equipment further comprises a first display screen used for displaying the remote assistance information in real time.
The help seeking end further comprises a first compression module used for compressing the image information;
the expert end further comprises a second decompression module used for decompressing the image information.
Wherein the input device comprises one or more of a keyboard, a mouse, an inputtable display screen, and a stylus.
A computer-readable storage medium characterized by comprising a program executable by a processor to implement the remote assistance method as described above.
According to the remote assistance method of the embodiment, the help seeking end acquires the image information of the site to be assisted in real time, the acquired image information is sent to the expert end, the expert end receives the image information and then performs related assistance, the remote assistance information is returned to the help seeking end, the help seeking end performs real-time presentation on the remote assistance information, and operation is completed according to the remote assistance information. By the method, for general non-hardware problems, experts or after-sales personnel do not need to visit the site, and the problems can be solved by the remote assistance method, so that the problem solving efficiency is improved, and the time is saved.
Drawings
Fig. 1 is a flowchart of a remote assistance method according to an embodiment of the present application;
fig. 2 is a schematic structural diagram of a remote assistance system according to an embodiment of the present application;
fig. 3 is a block diagram of the help end and the expert end according to the embodiment of the present application.
Detailed Description
The present invention will be described in further detail with reference to the following detailed description and accompanying drawings. Wherein like elements in different embodiments are numbered with like associated elements. In the following description, numerous details are set forth in order to provide a better understanding of the present application. However, those skilled in the art will readily recognize that some of the features may be omitted or replaced with other elements, materials, methods in different instances. In some instances, certain operations related to the present application have not been shown or described in detail in order to avoid obscuring the core of the present application from excessive description, and it is not necessary for those skilled in the art to describe these operations in detail, so that they may be fully understood from the description in the specification and the general knowledge in the art.
Furthermore, the features, operations, or characteristics described in the specification may be combined in any suitable manner to form various embodiments. Also, the various steps or actions in the method descriptions may be transposed or transposed in order, as will be apparent to one of ordinary skill in the art. Thus, the various sequences in the specification and drawings are for the purpose of describing certain embodiments only and are not intended to imply a required sequence unless otherwise indicated where such sequence must be followed.
In the embodiment of the invention, the remote assistance method and the remote assistance system are provided, wherein the method comprises the steps that a help seeking end acquires image information of a site to be assisted in real time and sends the acquired image information and related assistance type information to an expert end, the expert end receives the image information and then performs related assistance and returns the remote assistance information to the help seeking end, and the help seeking end displays the remote assistance information in real time and completes operation according to the remote assistance information. By the method, for general non-hardware problems, experts or after-sales personnel do not need to visit the site, and the problems can be solved by the remote assistance method, so that the problem solving efficiency is improved, and the time is saved.
The first embodiment is as follows:
referring to fig. 1, the present embodiment provides a remote assistance method, including:
step 101: acquiring image information of a site to be assisted in real time; after the help seeking end and the expert end establish communication connection, the help seeking end shoots image information of a current site to be assisted through a camera device (a camera), AR head-mounted equipment and the like, wherein the image information comprises static image frames (such as pictures) or dynamic images (such as videos) of the current site to be assisted.
Step 102: sending the image information to an expert terminal; the help seeking end firstly sends the shot image information (such as picture or video information) of a site to be assisted to the server, the server mainly plays the roles of storing and forwarding the picture or video, managing the business process and the like, and after receiving the image information, the server sends the image information to the expert end which is connected.
Step 103: sending the remote assistance information related to the image information to a help seeking end; after receiving the image information, the expert terminal operates the image information, such as marking, doodling or target tracking selection, and returns the image information after completing the operations to the server, and returns the image information to the help terminal through the server, wherein the assistance information about the image information includes marking information, doodling information or target tracking information.
Step 104: receiving remote assistance information which is returned by the expert and relates to the image information; the help seeking end receives the image information with the assistance information (namely, the image information has marks, doodles and the like) returned by the expert end.
Step 105: and presenting the remote assistance information in real time. The received assistance information about the image information is displayed in real time at the help seeking end, namely remote assistance is completed, and a help seeker can perform related operations according to the assistance information to complete the whole help seeking process.
In step 102, when the image information is sent to the server and then sent to the expert terminal, the assistance type information related to the image information is also sent to the expert terminal at the same time, and the assistance type information includes but is not limited to: and carrying out graffiti annotation based on the image information, carrying out 3D annotation on the image information, and tracking the annotated content in the image information.
The help seeking end receives remote assistance information which is returned by the expert end and is related to the image information, and the method specifically comprises the following steps: the help seeking end receives remote assistance information and assistance type information which are returned by the expert end and are related to the image information; wherein, presenting the remote assistance information comprises: presenting the remote assistance information in conjunction with assistance-type information. For example, doodling, writing characters, numbers, placing marks and the like are carried out on a picture, the coordinates of marking points of the operation information (such as the doodling, the writing characters, the numbers, the placing marks and the like) on the picture are obtained, the operation information is converted into the coordinates based on a pixel coordinate system and normalized, the coordinates are sent to a help seeking end, the help seeking end obtains the normalized coordinates based on the pixel coordinate system, the normalized coordinates are converted into a screen coordinate system of equipment, and the screen coordinate system is drawn at the corresponding position on a screen.
If the display screens of the help end and the expert end are different, that is, the DP I (the number of pixels in each inch of the screen, which represents the pixel density) of the screens is different, the proportion and the display position of the picture or the video (the display position of the video or the picture on the screen) are also different, and the coordinates of the mark point need to be converted into the corresponding coordinate point position corresponding to the specific screen, and then displayed at the position.
In order to reduce the size of an information transmission packet and improve the information transmission efficiency, the help seeking end and the expert end compress and transmit data containing information when data transmission is carried out, and the help seeking end and the expert end decompress the compressed data packet to obtain related information. For example, the help-seeking end compresses the image information and the assistance type information before sending the image information to the expert end, and the expert end decompresses the compressed data packet to obtain the image information and the assistance type information related to the image information.
By the aid of the method, the help seeking end can send the image information or video information to be sought for help and the type information needing assistance to the expert end, after the expert end receives the information, the image information is specifically marked according to the assistance type information, and then the coordinates of the marked points or the marked image information are returned to the help seeking end, so that the purpose of remote assistance is achieved, the expert does not need to visit a site, and working efficiency is improved.
Example two:
referring to fig. 2, the present embodiment provides a remote assistance system, which includes a help end 201, an expert end 202, and a server 203, where the server 202 is used for communication connection between the help end 201 and the expert end 203, and mainly functions to store, forward, manage business processes and the like of pictures or videos.
The help seeking terminal 201 is configured to obtain image information of a to-be-assisted site in real time, and send the obtained image information to the server 203. Specifically, the help seeking terminal captures image information of a current site to be assisted through a camera (a camera), an AR headset, and the like, where the image information includes a still image frame (such as a picture) or a moving image (such as a video) about the current site to be assisted.
The server 202 is used for receiving the image information and storing and forwarding the image information; the help seeking end 201 firstly sends the shot image information (such as picture or video information) of the site to be assisted to the server 202, the server 202 mainly plays the roles of storing and forwarding the picture or video, managing the business process and the like, and after receiving the image information, the server 202 sends the image information to the expert end 203 which is connected.
The expert 203 is configured to receive the image information forwarded by the server 202 and present the image information in real time, the expert operates the image information, for example, annotates, scrawls or selects a tracking target, and the expert 203 returns the image information after completing the operations to the server 202 and returns the image information to the help seeking terminal 201 through the server 202, where the assistance information about the image information includes annotation information, scrawling information or target tracking information.
The server is also used for receiving the remote assistance information sent by the expert 203 and forwarding the remote assistance information to the help seeking end 201; wherein the assistance information on the image information includes annotation information, graffiti information, or target tracking information.
The help seeker 201 is further configured to receive the remote assistance information forwarded by the server 202 and present the remote assistance information. The help-seeking terminal 201 displays the received assistance information about the image information in real time at the help-seeking terminal 201, for example, the image information after the image annotation is displayed, and the help-seeking person can perform related operations according to the annotation information to complete the whole help-seeking process.
As shown in fig. 3, the help terminal 201 of the present embodiment includes:
the camera 2011 is used for acquiring image information of a site to be assisted in real time;
a first processor 2012, configured to process the image information acquired by the camera 2011, for example, convert the image information into communication transmission data;
the first communication module 2013 is configured to send the processed image information to the server 202, and the server 202 stores the image information and forwards the image information to the expert 203 that has established the communication connection.
Wherein, the expert of this embodiment end includes:
a second communication module 2031, configured to receive the image information sent by the server 202;
the second display screen 2032 is used for displaying the image information sent by the server in real time;
an input device 2033 for experts to edit the assistance information; the input device 2033 includes one or more of a keyboard, a mouse, an inputtable display screen, and a stylus pen, and is mainly used for assisting an expert in performing operations such as marking or graffiti on image information.
A second processor 2034 configured to combine the image information and the assistance information edited by the expert, generate remote assistance information, and send the remote assistance information to the server 202; the editing assistance information includes marking, doodling or tracking target selection, and the second processor 2034 obtains position information of the marking or doodling, and after combining with the image information, generates a marked image and sends the marked image to the help-seeking terminal 201, or directly returns position coordinates of a marking point to the help-seeking terminal 201.
The help-seeking terminal 201 further includes a first display 2014 for displaying the remote assistance information in real time, and the first processor 2012 labels the remote assistance information on the first display 2014 of the help-seeking terminal according to the returned assistance information (the position coordinates of the labeled image or the labeled point).
The second display screen 2032 of the expert terminal 203 is used for displaying the received image information, or the expert terminal 203 may display the received image information by an external display screen.
Further, the help terminal 201 of the present embodiment further includes a first compression module 2015, configured to compress the image information; the expert side 203 further includes a second decompression module 2035 for decompressing the compressed image information.
Through the remote assistance system, the help seeking end 201 can send image information or video information to be sought for help and type information needing assistance to the expert end 203, after the expert end 203 receives the information, specific marking is carried out on the image information according to the assistance type information, and then coordinates of marked points or marked image information are returned to the help seeking end 201, so that the purpose of remote assistance is achieved, an expert does not need to visit a site, and the working efficiency is improved.
Example 3
The present embodiment provides a readable storage medium, such as a hard disk, an optical disk, or a usb disk, etc., which includes a program that can be executed by a processor to implement the remote assistance method as provided by the embodiment.
The present invention has been described in terms of specific examples, which are provided to aid understanding of the invention and are not intended to be limiting. For a person skilled in the art to which the invention pertains, several simple deductions, modifications or substitutions may be made according to the idea of the invention.
Claims (10)
1. A remote assistance method, characterized by further comprising:
acquiring image information of a site to be assisted in real time;
sending the image information to an expert terminal;
sending remote assistance information related to the image information to a help seeking end;
receiving remote assistance information which is returned by the expert and related to the image information;
and presenting the remote assistance information in real time.
2. The remote assistance method according to claim 1, wherein the sending the image information to an expert side includes:
and sending the image information and the assistance type information related to the image information to an expert terminal.
3. The remote assistance method according to claim 2, wherein the receiving of the remote assistance information on the image information returned by the expert terminal comprises:
receiving remote assistance information and assistance type information which are returned by the expert and related to the image information;
the presenting the remote assistance information includes:
presenting the remote assistance information in conjunction with the assistance-type information.
4. A remote assistance method according to claim 3, wherein the assistance-type information includes at least:
performing 3D labeling on the image information;
and tracking the content marked in the image information.
5. The remote assistance method according to claim 3, before transmitting the image information to the expert terminal, further comprising: and compressing the image information.
6. The remote assistance system is characterized by comprising a help end, an expert end and a server;
the help seeking end is used for acquiring image information of a site to be assisted in real time and sending the image information to the server;
the server is used for receiving the image information and storing and forwarding the image information;
the expert terminal is used for receiving the image information forwarded by the server, presenting the image information in real time and returning remote assistance information related to the image information to the server;
the server is also used for receiving and forwarding the remote assistance information;
the help seeking end is also used for receiving the remote assistance information forwarded by the server and presenting the remote assistance information.
7. The remote assistance system according to claim 6, wherein the help terminal includes:
the camera is used for acquiring image information of a site to be assisted in real time;
a first processor for processing the acquired image information;
the first communication module is used for sending the processed image information to the server;
the expert side comprises:
a second communication module for receiving the image information,
the second display screen is used for displaying the image information in real time;
the input equipment is used for the expert to edit the assistance information;
the second processor is used for generating remote assistance information after the image information and the assistance information edited by the expert are combined and processed, and sending the remote assistance information to the server;
the help-seeking terminal equipment further comprises a first display screen used for displaying the remote assistance information in real time.
8. The remote assistance system according to claim 6, wherein the help server further comprises a first compression module for compressing the image information;
the expert end further comprises a second decompression module used for decompressing the image information.
9. The remote assistance system of claim 6, wherein the input device comprises one or more of a keyboard, a mouse, an inputtable display screen, and a stylus.
10. A computer-readable storage medium, characterized by comprising a program executable by a processor to implement the method of any one of claims 1-5.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN201910969717.XA CN110661880A (en) | 2019-10-12 | 2019-10-12 | Remote assistance method, system and storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN201910969717.XA CN110661880A (en) | 2019-10-12 | 2019-10-12 | Remote assistance method, system and storage medium |
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| CN110661880A true CN110661880A (en) | 2020-01-07 |
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| CN201910969717.XA Withdrawn CN110661880A (en) | 2019-10-12 | 2019-10-12 | Remote assistance method, system and storage medium |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN111464787A (en) * | 2020-04-09 | 2020-07-28 | 深圳市谦视智能科技有限责任公司 | Remote assistance method, terminal device and readable storage medium |
| CN112995299A (en) * | 2021-02-06 | 2021-06-18 | 建信金融科技有限责任公司 | AR remote assistance method, device, equipment and storage medium |
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| CN102984230A (en) * | 2012-11-19 | 2013-03-20 | 北京奇虎科技有限公司 | Device and method for transmitting data in remote assistance |
| CN105357240A (en) * | 2014-08-21 | 2016-02-24 | 中兴通讯股份有限公司 | Remote assistance control method and device |
| CN110138831A (en) * | 2019-03-29 | 2019-08-16 | 亮风台（上海）信息科技有限公司 | A kind of method and apparatus carrying out remote assistance |
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2019
- 2019-10-12 CN CN201910969717.XA patent/CN110661880A/en not_active Withdrawn
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN102984230A (en) * | 2012-11-19 | 2013-03-20 | 北京奇虎科技有限公司 | Device and method for transmitting data in remote assistance |
| CN105357240A (en) * | 2014-08-21 | 2016-02-24 | 中兴通讯股份有限公司 | Remote assistance control method and device |
| CN110138831A (en) * | 2019-03-29 | 2019-08-16 | 亮风台（上海）信息科技有限公司 | A kind of method and apparatus carrying out remote assistance |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN111464787A (en) * | 2020-04-09 | 2020-07-28 | 深圳市谦视智能科技有限责任公司 | Remote assistance method, terminal device and readable storage medium |
| CN112995299A (en) * | 2021-02-06 | 2021-06-18 | 建信金融科技有限责任公司 | AR remote assistance method, device, equipment and storage medium |
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Application publication date: 20200107 |