CN111010527A - Method and related device for establishing video call through short message link - Google Patents
Method and related device for establishing video call through short message link Download PDFInfo
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- CN111010527A CN111010527A CN201911313975.9A CN201911313975A CN111010527A CN 111010527 A CN111010527 A CN 111010527A CN 201911313975 A CN201911313975 A CN 201911313975A CN 111010527 A CN111010527 A CN 111010527A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N7/00—Television systems
- H04N7/14—Systems for two-way working
- H04N7/141—Systems for two-way working between two video terminals, e.g. videophone
- H04N7/147—Communication arrangements, e.g. identifying the communication as a video-communication, intermediate storage of the signals
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/12—Messaging; Mailboxes; Announcements
- H04W4/14—Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/20—Services signaling; Auxiliary data signalling, i.e. transmitting data via a non-traffic channel
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Abstract
The embodiment of the application discloses a method and a related device for establishing a video call through a short message link, which are used for improving the satisfaction degree and the enterprise marketing value when a client dials an enterprise customer service telephone. The method in the embodiment of the application comprises the following steps: receiving a call request sent by a user, and establishing voice call connection between the user and a seat according to the call request; receiving a video call request sent by the user through the seat; responding to the video call request, and generating a short message link, wherein the short message link comprises user information and to-be-handled service information of the user; sending the short message link to the user so that the user sends an artificial service request through the short message link, wherein the artificial service request comprises the user information and the to-be-handled service information; and determining a target seat according to the manual service request, and establishing video call connection between the target seat and the user.
Description
Technical Field
The embodiment of the application relates to the field of call centers, in particular to a method for establishing a video call through a short message link and a related device.
Background
In the current call center field, the situation of sending short messages to users in the incoming/outgoing call scenario has become a popular service. The short message matched with the telephone channel can bring higher customer satisfaction and higher marketing value for enterprises due to the characteristics of easy storage and accurate information transmission, for example, a call center can provide business network telephone number query service for customers generally, and sends the telephone number to the customers in a short message form, so that the condition that the customers cannot record the number in an outdoor scene or record the number in error due to environment noise is avoided. Some call centers support personalized short message service for customers through short message parameters, for example, adding parameters such as 'name' and 'time' into short message content to provide personalized experience for customers.
However, these short messages usually only provide one-way external information delivery function, and do not have incoming call interaction function, so that the customer and the seat cannot establish contact directly. For example, in a customer contact course, the telephone channel can only be switched to the short message channel, and the contact is terminated when the customer contacts the short message channel, so that the communication efficiency between the user and the seat is low, and the user experience is reduced.
Disclosure of Invention
The embodiment of the application provides a method and a related device for establishing a video call through a short message link, aiming at improving the satisfaction degree and the enterprise marketing value when a client dials an enterprise customer service telephone.
A first aspect of an embodiment of the present application provides a method for establishing a video call through a short message link, including: receiving a call request sent by a user, and establishing voice call connection between the user and a seat according to the call request; receiving a video call request sent by the user through the seat; responding to the video call request, and generating a short message link, wherein the short message link comprises user information and to-be-handled service information of the user; sending the short message link to the user so that the user sends an artificial service request through the short message link, wherein the artificial service request comprises the user information and the to-be-handled service information; and determining a target seat according to the manual service request, and establishing video call connection between the target seat and the user.
In a possible embodiment, the generating the short message link includes: generating a hyperlink according to the user information and the to-be-handled service information determined by the seat; and converting the hyperlink into a short website to serve as the short message link.
In a possible embodiment, the user information includes level information of the user, the information of the to-be-handled service includes a service type of the to-be-handled service, and the determining the target seat according to the manual service request includes: determining a seat group corresponding to the type of the service to be handled; when the seats which are not in the seat service exist in the seat group, randomly selecting one seat from the seats which are not in the seat service as the target seat; when no seat which is not in the seat service exists in the seat group, determining the queuing ranking of the user in the current waiting user according to the ranking information of the user, wherein the ranking information is positively correlated with the queuing ranking, and determining the seat distributed to the user according to the queuing ranking as the target seat.
In a possible embodiment, after determining a target seat according to the manual service request and establishing a video call connection between the target seat and the user, the method further includes: in the process of carrying out video call between the target seat and the user, intercepting a target image from image information of the video call, wherein the target image comprises face information of the user; and after the video call is finished, storing the identification information of the user, the target image, the video record of the video call and the current date into a local database in an associated manner.
In one possible embodiment, after storing the identification information of the user, the target image, the video record of the video call, and the current date in a local database in association, the method further comprises: receiving a call record viewing instruction sent by a current operating user, wherein the call record viewing instruction comprises identification information and viewing date of the current operating user; searching a target video record corresponding to the identification information and the viewing date of the current operation user in the local database; judging whether the similarity of the face information of the current operation user and the face information associated with the target video record is greater than a threshold value or not; and if so, displaying the target video record.
A second aspect of an embodiment of the present application provides a communication system, including: the receiving and sending unit is used for receiving a call request sent by a user and establishing voice call connection between the user and a seat according to the call request; receiving a video call request sent by the user through the seat; the generating unit is used for responding to the video call request and generating a short message link, wherein the short message link comprises user information and the to-do service information of the user; the receiving and sending unit is further configured to send the short message link to the user, so that the user sends an artificial service request through the short message link, where the artificial service request includes the user information and the to-do service information; and the determining unit is used for determining a target seat according to the manual service request and establishing video call connection between the target seat and the user.
In a possible embodiment, the generating unit is specifically configured to: generating a hyperlink according to the user information and the to-be-handled service information determined by the seat; and converting the hyperlink into a short website to serve as the short message link.
In a possible embodiment, the user information includes level information of the user, the information of the to-be-handled service includes a service type of the to-be-handled service, and the determining unit is specifically configured to: determining a seat group corresponding to the type of the service to be handled; when the seats which are not in the seat service exist in the seat group, randomly selecting one seat from the seats which are not in the seat service as the target seat; when no seat which is not in the seat service exists in the seat group, determining the queuing ranking of the user in the current waiting user according to the ranking information of the user, wherein the ranking information is positively correlated with the queuing ranking, and determining the seat distributed to the user according to the queuing ranking as the target seat.
In one possible embodiment, the communication system further comprises: the intercepting unit is used for intercepting a target image from the image information of the video call in the process of carrying out the video call between the target seat and the user, wherein the target image comprises the face information of the user; and the storage unit is used for storing the identification information of the user, the target image, the video record of the video call and the current date into a local database in an associated manner after the video call is finished.
In one possible embodiment, the communication system further comprises: the receiving and sending unit is further used for receiving a call record viewing instruction sent by a current operating user, wherein the call record viewing instruction comprises the identification information and the viewing date of the current operating user; the determining unit is further configured to search the local database for a target video record corresponding to the identification information of the current operating user and the viewing date; the judging unit is used for judging whether the similarity of the face of the current operating user and the face information associated with the target video record is greater than a threshold value or not; and the display unit is used for displaying the target video record if the target video record is larger than the target video record.
A third aspect of the present application provides an electronic device, which includes a memory and a processor, and is characterized in that the processor is configured to implement the steps of the method for establishing a video call through a short message link according to any one of the first aspect described above when executing a computer management program stored in the memory.
A fourth aspect of the present application provides a computer-readable storage medium having stored therein instructions, which, when run on a computer, cause the computer to perform the method of the above-described aspects.
A fifth aspect of the present application provides a computer program product comprising instructions which, when run on a computer, cause the computer to perform the method of the above-described aspects.
According to the technical scheme, the embodiment of the application has the following advantages: receiving a call request sent by a user, and establishing voice call connection between the user and a seat according to the call request; receiving a video call request sent by the user through the seat; responding to the video call request, and generating a short message link, wherein the short message link comprises user information and to-be-handled service information of the user; sending the short message link to the user so that the user sends an artificial service request through the short message link, wherein the artificial service request comprises the user information and the to-be-handled service information; and determining a target seat according to the manual service request, and establishing video call connection between the target seat and the user. The short message link carries user information, namely user and business information are added into the link contained in the traditional short message content, the user experience of related services such as subsequent contact center routing and the like is improved according to the information, and the satisfaction degree and the enterprise marketing value of a client when the client dials an enterprise customer service telephone are improved.
Drawings
Fig. 1a is a flowchart of a possible seat allocation method based on artificial intelligence navigation according to an embodiment of the present disclosure;
FIG. 1b is a diagram of one possible processing logic provided by an embodiment of the present application;
fig. 2 is a schematic structural diagram of a possible communication system according to an embodiment of the present application;
fig. 3 is a schematic diagram of a hardware structure of a possible electronic device according to an embodiment of the present disclosure;
fig. 4 is a schematic hardware structure diagram of a possible computer-readable storage medium according to an embodiment of the present disclosure.
Detailed Description
The embodiment of the application provides a method and a related device for establishing a video call through a short message link, aiming at improving the satisfaction degree and the enterprise marketing value when a client dials an enterprise customer service telephone.
The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
Referring to fig. 1a, an embodiment of a method for establishing a video call through a short message link in the embodiment of the present application includes:
101. receiving a call request sent by a user, and establishing voice call connection between the user and a seat according to the call request;
when a user is calling a business service to handle a relevant business, for example, by calling the business 400 or other hotline to the contact center, the business can provide consulting or marketing services to the client through the agent. That is, the enterprise receives a call request sent by a user through a communication system, where the call request includes identification information of the user, and the identification information may be a mobile phone number of the user, a user name registered by the user when logging in an enterprise official website, or identification card information, and is not limited herein. After receiving the call request, establishing a voice call connection between the user and the seat according to the call request, it should be noted that the voice call connection technology is the prior art, and details are not described here.
102. Receiving a video call request sent by a user through a seat;
during the voice call between the user and the seat, there are some service needs to know the current scene of the user, including video witnesses, car insurance video surveys, and the like. Therefore, the seat determines whether the user needs a video call service, for example, sending a voice prompt to the user, if the user needs a video call, pressing 1, if the user does not need a video call, pressing 2, and after receiving a click instruction of the user, executing a corresponding operation, that is, in the embodiment of the application, the user can send a video call request to the seat by clicking 1 to determine that the video call needs to be performed.
103. Responding to the video call request, and generating a short message link;
after receiving the video call request, responding to the video call request, the communication system generates a short message link, wherein the short message link comprises user information and the to-do service information of the user.
In practical application, in order to save the cost of the short message, the traditional link is subjected to short network address processing, the lengthy url is converted into the short link, the word number is saved, on one hand, the marketing cost of the short message is saved, and on the other hand, the link splitting caused by splitting the content of the short message by an operator is avoided, so that the access of a user is invalid. Therefore, in the embodiment of the present application, the specific manner of generating the short message link may include: generating hyperlinks according to the user information and the to-do service information determined by the seat, such as https:// webrtc. The userid 12345678& biztype 101, wherein the userid 12345678 is used for indicating that the user information includes the identification information, and the biztype 101 is used for indicating that the to-be-handled service information includes the service type; and then the hyperlink is converted into a short website to be used as a short message link. For example, the hyperlink in the above example is converted into https://0x9.me/xBv38, which is convenient for limiting the number of words when sending short messages.
104. Sending a short message link to a user so that the user sends a manual service request through the short message link;
after the short message link is generated, the seat needs to send a short message to the user, for example, the seat clicks a 'send short message' button, the short message template can be selected to send the short message link to the user, after the user receives the short message, the user clicks the short message link, opens a webpage, and automatically or manually initiates a manual service request to the call center, wherein the manual service request carries parameter information contained in the short message link, namely, user information and service information to be handled.
105. Determining a target seat according to the manual service request, and establishing a video call connection between the target seat and a user;
after receiving the manual service request, the manual service request includes user information and to-be-handled service information, the user information may include identification information of the user and level information of the user, the to-be-handled service information includes a service type of the to-be-handled service, and determining the target seat according to the manual service request may be: determining the seat group corresponding to the type of the service to be handled, it can be understood that, in practical application, the seats are divided into multiple groups according to the service types, for example, in a bank, there are seat groups corresponding to the credit card service, seat groups corresponding to the savings card service, and seat groups corresponding to the complaint proposal service, different services can be distinguished by service type identifiers, which may be a combination of numbers or letters, for example, service type identifier 100 corresponds to the credit card service, service type identifier 200 corresponds to the savings card service, service type identifier 300 corresponds to the complaint proposal service, and the like, and no limitation is made here. After a corresponding seat group is determined according to the type of the service to be handled in the manual service request, if seats which are not in the seat service exist in the seat group, one seat can be randomly selected from the seats which are not in the seat service to serve as a target seat; when no seat which is not in the seat service exists in the seat group, namely the seats in the seat group are in the service state, determining the queuing ranking of the user in the current waiting user according to the user ranking information, wherein the ranking information is positively correlated with the queuing ranking, and determining the seat distributed to the user according to the queuing ranking as the target seat. For example, when a user a requests to access a video call with a target seat, after prompting that the current seat is busy and the user a continues to wait for feedback, the queuing frequency of the user a in the current waiting user is determined according to the level information of the user a, it is assumed that the current waiting user further includes users B-D, the level information of the user a is level4, the level information of the user B is level5, and the level information of the users C and D is level2, wherein the higher the level information is, so the level information of the current waiting user is ranked as user B > user a > user C ═ user D, it is required to say that when the level information of the users is the same, the waiting is performed according to a first-in first-out principle, that is, the queuing frequency is advanced the longer the waiting time is, so after determining the queuing frequency of the user a in the current waiting user, the seat allocated to the user a user according to the queuing frequency is determined as the target seat, and establishing a video call connection between the target seat and the user.
106. In the process of carrying out video call between a target seat and a user, intercepting a target image from image information of the video call;
in the process of carrying out video call between a target seat and a user, first image information comprising the face of the user is obtained from the image information of the video call, at least one complete image is selected from the first image information to be used as a target image, or an image area of the face is intercepted from the first image information to be used as the target image. It should be noted that the target image may be a still image, for example, the target image may be a complete image of a certain frame in the image information during the video call, or a partial area in a certain frame of image. The target image may also be a dynamic image, such as image information within a certain time period in image information during a video call. The details are not limited herein.
107. And after the video call is finished, storing the identification information of the user, the target image, the video record of the video call and the current date into a local database in an associated manner.
After the video call is ended, the call record of the video call can be recorded and stored. In the embodiment of the application, based on the call record of the video call, the identification information of the user, the target image, the video record of the video call and the current date can be stored in the local database in an associated manner, so that the video call record can be accurately and quickly found.
When a certain video call record, namely a target video record, needs to be checked, receiving a call record checking instruction sent by a current operating user, wherein the call record checking instruction comprises identification information and checking date of the current operating user; searching a target video record corresponding to the identification information and the viewing date of the current operation user in a local database; judging whether the similarity of the face information of the current operation user and the face information associated with the target video record is greater than a threshold value or not; if so, displaying the target video record; otherwise, the target video record is refused to be displayed.
Compared with the prior art, the target image intercepted from the video call image information is recorded in the video call record, so that the user can conveniently look up and review the video call, the safety of the privacy of the user can be improved by verifying the similarity between the face of the current operation user and the target image, and the leakage of the related information of the user is reduced.
It should be noted that, the communication system in the embodiment of the present application may be integrated with multiple devices, for example, the communication system includes an intelligent route, a seat platform, a multimedia gateway, a third-party short website service, and the like, please refer to fig. 1b, which is a possible processing logic diagram provided in this embodiment, including that a customer dials a customer service hotline to the intelligent route, and the intelligent route realizes a voice call connection between the customer and the seat through interaction with the seat platform, such as seat allocation and seat ringing, and then the seat answers. After a customer determines that video call service is needed, a seat person of a seat platform sends a short message to a multimedia gateway, the short message comprises user information, service information and a long link, the multimedia gateway sends a website conversion request to a third-party short website service, sends a long chain comprising parameter information to the third-party short website service, receives a short website returned by the third-party short website service, sends the short website, the user information, the service information and the like to the customer, the customer can access the short website in the short message to initiate a manual service request, an intelligent route is routed to a proper seat of the seat platform, namely a target seat, after the target seat answers, the establishment of the video call between the target seat and the customer is realized, the target seat and the customer enter a video conference in the video service, and therefore the seat can check 360-degree panoramic views of the customer, and provides personalized marketing service according to the business information of the customers.
In the embodiment of the application, the call center has cross-channel coherent interaction capacity, and a customer can switch from a telephone to a short message and then switch from the short message to a mobile phone h5 channel text + video call. And intelligent routing is provided for the customers, and the customer and service information contained in the short message link enables the intelligent routing to select the most suitable seat for the customers to serve according to the customer grade and the service value. Personalized services are provided for the customer. The seat can acquire 360 panoramic views of the client according to the client and business information when the client visits, and acquire more accurate knowledge from the knowledge recommendation system for marketing service. And the short message cost is saved. The traditional link is subjected to short network address processing, and the lengthy url is converted into the short link, so that the word number is saved, the short message marketing cost is saved on one hand, and link splitting and access failure caused by splitting of short message contents by an operator are avoided on the other hand. Customer satisfaction and enterprise marketing value are improved.
The embodiment of the present application is described above from the perspective of a method for establishing a video call through a short message link, and the embodiment of the present application is described below from the perspective of a communication system.
Referring to fig. 2, fig. 2 is a schematic diagram of an embodiment of a possible communication system according to an embodiment of the present application, where the communication system specifically includes:
a transceiving unit 201, configured to receive a call request sent by a user, and establish a voice call connection between the user and a seat according to the call request; receiving a video call request sent by the user through the seat;
a generating unit 202, configured to generate a short message link in response to the video call request, where the short message link includes user information and to-do service information of the user;
the transceiving unit 201 is further configured to send the short message link to the user, so that the user sends an artificial service request through the short message link, where the artificial service request includes the user information and the to-do service information;
a determining unit 203, configured to determine a target seat according to the manual service request, and establish a video call connection between the target seat and the user.
In a possible embodiment, the generating unit 202 is specifically configured to:
generating a hyperlink according to the user information and the to-be-handled service information determined by the seat;
and converting the hyperlink into a short website to serve as the short message link.
In a possible embodiment, the user information includes level information of the user, the information of the to-be-handled service includes a service type of the to-be-handled service, and the determining unit 203 is specifically configured to:
determining a seat group corresponding to the type of the service to be handled;
when the seats which are not in the seat service exist in the seat group, randomly selecting one seat from the seats which are not in the seat service as the target seat;
when no seat which is not in the seat service exists in the seat group, determining the queuing ranking of the user in the current waiting user according to the ranking information of the user, wherein the ranking information is positively correlated with the queuing ranking, and determining the seat distributed to the user according to the queuing ranking as the target seat.
In one possible embodiment, the communication system further comprises:
an intercepting unit 204, configured to intercept a target image from image information of a video call in a process of the video call between the target seat and the user, where the target image includes face information of the user;
a storage unit 205, configured to store the identification information of the user, the target image, the video record of the video call, and the current date in a local database in an associated manner after the video call is ended.
In one possible embodiment, the communication system further comprises:
the transceiver unit 201 is further configured to receive a call record viewing instruction sent by a current operating user, where the call record viewing instruction includes identification information and a viewing date of the current operating user;
the determining unit 203 is further configured to search the local database for a target video record corresponding to the identification information of the current operating user and the viewing date;
a judging unit 206, configured to judge whether a similarity between the face of the current operating user and face information associated with the target video record is greater than a threshold;
a presentation unit 207, configured to present the target video record if the size is larger than the predetermined size.
As shown in fig. 3, an electronic device according to an embodiment of the present application includes a memory 310, a processor 320, and a computer program 311 stored in the memory 320 and executable on the processor 320, where the processor 320 executes the computer program 311 to implement the following steps: receiving a call request sent by a user, and establishing voice call connection between the user and a seat according to the call request; receiving a video call request sent by the user through the seat; responding to the video call request, and generating a short message link, wherein the short message link comprises user information and to-be-handled service information of the user; sending the short message link to the user so that the user sends an artificial service request through the short message link, wherein the artificial service request comprises the user information and the to-be-handled service information; and determining a target seat according to the manual service request, and establishing video call connection between the target seat and the user.
Since the electronic device described in this embodiment is a device used for implementing a communication system in this embodiment, based on the method described in this embodiment, a person skilled in the art can understand the specific implementation manner of the electronic device of this embodiment and various variations thereof, so that how to implement the method in this embodiment by the electronic device is not described in detail herein, and as long as the person skilled in the art implements the device used for implementing the method in this embodiment, the device is within the scope of the present application.
Referring to fig. 4, fig. 4 is a schematic diagram illustrating an embodiment of a computer-readable storage medium according to the present application.
As shown in fig. 4, the present embodiment provides a computer-readable storage medium 400, on which a computer program 411 is stored, the computer program 411 implementing the following steps when executed by a processor: receiving a call request sent by a user, and establishing voice call connection between the user and a seat according to the call request; receiving a video call request sent by the user through the seat; responding to the video call request, and generating a short message link, wherein the short message link comprises user information and to-be-handled service information of the user; sending the short message link to the user so that the user sends an artificial service request through the short message link, wherein the artificial service request comprises the user information and the to-be-handled service information; and determining a target seat according to the manual service request, and establishing video call connection between the target seat and the user.
As will be appreciated by one skilled in the art, embodiments of the present application may be provided as a method, system, or computer program product. Accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present application 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, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present application is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the application. 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 computer, 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.
While the preferred embodiments of the present application have been described, additional variations and modifications in those embodiments may occur to those skilled in the art once they learn of the basic inventive concepts. Therefore, it is intended that the appended claims be interpreted as including preferred embodiments and all alterations and modifications as fall within the scope of the application.
It will be apparent to those skilled in the art that various changes and modifications may be made in the present application without departing from the spirit and scope of the application. Thus, if such modifications and variations of the present application fall within the scope of the claims of the present application and their equivalents, the present application is also intended to include such modifications and variations.
Claims (10)
1. A method for establishing a video call through a short message link is characterized by comprising the following steps:
receiving a call request sent by a user, and establishing voice call connection between the user and a seat according to the call request;
receiving a video call request sent by the user through the seat;
responding to the video call request, and generating a short message link, wherein the short message link comprises user information and to-be-handled service information of the user;
sending the short message link to the user so that the user sends an artificial service request through the short message link, wherein the artificial service request comprises the user information and the to-be-handled service information;
and determining a target seat according to the manual service request, and establishing video call connection between the target seat and the user.
2. The method of claim 1, wherein the generating the short message link comprises:
generating a hyperlink according to the user information and the to-be-handled service information determined by the seat;
and converting the hyperlink into a short website to serve as the short message link.
3. The method of claim 1, wherein the user information comprises rating information of the user, the to-do service information comprises a service type of a to-do service, and the determining the target seat according to the manual service request comprises:
determining a seat group corresponding to the type of the service to be handled;
when the seats which are not in the seat service exist in the seat group, randomly selecting one seat from the seats which are not in the seat service as the target seat;
when no seat which is not in the seat service exists in the seat group, determining the queuing ranking of the user in the current waiting user according to the ranking information of the user, wherein the ranking information is positively correlated with the queuing ranking, and determining the seat distributed to the user according to the queuing ranking as the target seat.
4. The method of claim 1, wherein after determining a target position according to the human service request and establishing a video call connection between the target position and the user, the method further comprises:
in the process of carrying out video call between the target seat and the user, intercepting a target image from image information of the video call, wherein the target image comprises face information of the user;
and after the video call is finished, storing the identification information of the user, the target image, the video record of the video call and the current date into a local database in an associated manner.
5. The method of claim 4, wherein after storing the identification information of the user, the target image, the video record of the video call, and the current date in a local database in association, the method further comprises:
receiving a call record viewing instruction sent by a current operating user, wherein the call record viewing instruction comprises identification information and viewing date of the current operating user;
searching a target video record corresponding to the identification information and the viewing date of the current operation user in the local database;
judging whether the similarity of the face information of the current operation user and the face information associated with the target video record is greater than a threshold value or not;
and if so, displaying the target video record.
6. A communication system, comprising:
the receiving and sending unit is used for receiving a call request sent by a user and establishing voice call connection between the user and a seat according to the call request; receiving a video call request sent by the user through the seat;
the generating unit is used for responding to the video call request and generating a short message link, wherein the short message link comprises user information and the to-do service information of the user;
the receiving and sending unit is further configured to send the short message link to the user, so that the user sends an artificial service request through the short message link, where the artificial service request includes the user information and the to-do service information;
and the determining unit is used for determining a target seat according to the manual service request and establishing video call connection between the target seat and the user.
7. The communication system according to claim 6, wherein the generating unit is specifically configured to:
generating a hyperlink according to the user information and the to-be-handled service information determined by the seat;
and converting the hyperlink into a short website to serve as the short message link.
8. The communication system according to claim 6, wherein the user information includes level information of the user, the information about the pending service includes a service type of the pending service, and the determining unit is specifically configured to:
determining a seat group corresponding to the type of the service to be handled;
when the seats which are not in the seat service exist in the seat group, randomly selecting one seat from the seats which are not in the seat service as the target seat;
when no seat which is not in the seat service exists in the seat group, determining the queuing ranking of the user in the current waiting user according to the ranking information of the user, wherein the ranking information is positively correlated with the queuing ranking, and determining the seat distributed to the user according to the queuing ranking as the target seat.
9. The communication system of claim 6, further comprising:
the intercepting unit is used for intercepting a target image from the image information of the video call in the process of carrying out the video call between the target seat and the user, wherein the target image comprises the face information of the user;
and the storage unit is used for storing the identification information of the user, the target image, the video record of the video call and the current date into a local database in an associated manner after the video call is finished.
10. The communication system of claim 9, further comprising:
the receiving and sending unit is further used for receiving a call record viewing instruction sent by a current operating user, wherein the call record viewing instruction comprises the identification information and the viewing date of the current operating user;
the determining unit is further configured to search the local database for a target video record corresponding to the identification information of the current operating user and the viewing date;
the judging unit is used for judging whether the similarity of the face of the current operating user and the face information associated with the target video record is greater than a threshold value or not;
and the display unit is used for displaying the target video record if the target video record is larger than the target video record.
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