CN111726558A

CN111726558A - On-site survey information acquisition method and device, computer equipment and storage medium

Info

Publication number: CN111726558A
Application number: CN201910213731.7A
Authority: CN
Inventors: 葛至富; 李志颖
Original assignee: Tencent Technology Shenzhen Co Ltd
Current assignee: Tencent Technology Shenzhen Co Ltd
Priority date: 2019-03-20
Filing date: 2019-03-20
Publication date: 2020-09-29
Anticipated expiration: 2039-03-20
Also published as: CN111726558B

Abstract

The application discloses a field survey information acquisition method, and belongs to the technical field of computers. The method is executed by an agent terminal, and comprises the following steps: when receiving a video access request initiated by a user terminal through a specified application interface in an information application platform, an agent terminal establishes video connection with the user terminal through the information interaction platform; the seat terminal displays a field video picture in a video communication interface; and when receiving the information acquisition operation, the agent terminal acquires the on-site survey information from the on-site video picture. The video connection can be established in the information interaction platform through the seat terminal and the user terminal, the seat terminal directly completes acquisition of the site survey information through the video connection, the user does not need to acquire and upload the site survey information, the situation that the site survey information acquired by the user does not meet requirements and needs to be acquired again can be avoided, and therefore the acquisition efficiency of the site survey information can be remarkably improved.

Description

On-site survey information acquisition method and device, computer equipment and storage medium

Technical Field

The present disclosure relates to the field of computer technologies, and in particular, to a method and an apparatus for collecting field survey information, a computer device, and a storage medium.

Background

When an automobile insurance accident occurs, an insurance company needs to acquire on-site survey information of the automobile insurance so as to provide a basis for subsequent claims. How to rapidly acquire the on-site survey information of the vehicle insurance is an urgent problem to be solved in the industry.

In the related art, insurance companies provide an on-line collection scheme of on-site survey information of vehicle insurance. In the scheme, a user can report on line through an APP (Application) of an insurance company, on-site survey information (such as on-site photos and various certificate photos) is automatically collected under the guidance of a relevant interface of the APP, and then the user uploads the collected on-site survey information to a server of the insurance company through the APP.

However, the on-site survey information of the car insurance has high requirements on the shooting angle, the definition and the like of the photos, even if the photos are guided, the photos taken by the user independently probably do not meet the requirements of the insurance company, and at the moment, the user needs to be informed to upload the photos again, so that the collection efficiency of the on-site survey information of the car insurance is influenced.

Disclosure of Invention

The embodiment of the application provides a method and a device for acquiring field survey information, computer equipment and a storage medium, which can improve the acquisition efficiency of the field survey information. The technical scheme is as follows:

in one aspect, an embodiment of the present application provides a method for collecting field survey information, where the method is performed by an agent terminal, and the method includes:

when a video access request initiated by a user terminal through a specified application interface in an information interaction application is received, establishing video connection with the user terminal through an information interaction platform, wherein the information interaction application is an application program of the information interaction platform corresponding to the user terminal;

displaying a live video picture in a video communication interface, wherein the live video picture is a video picture which is collected by the user terminal and transmitted to the seat terminal through the video connection;

and when an information acquisition operation is received, acquiring field survey information from the field video picture.

In another aspect, an embodiment of the present application provides a method for collecting field survey information, where the method is performed by a user terminal, and the method includes:

displaying a designated application interface in information interaction application, wherein the information interaction application is an application program of an information interaction platform corresponding to the user terminal;

initiating a video access request to an agent terminal through the designated application interface, wherein the video connection request is used for triggering the agent terminal to establish video connection with the user terminal through the information interaction platform;

collecting a field video picture;

and transmitting the field video picture to the seat terminal through the video connection, so that the seat terminal displays the field video picture in a video communication interface, and acquiring field survey information from the field video picture when receiving information acquisition operation.

On the other hand, the embodiment of the application provides a method for collecting on-site survey information, which comprises the following steps:

displaying a user interface of an agent client, wherein the agent client is a client corresponding to a sub-application program installed in a user terminal; the child application program is an application program running depending on a parent application program, and the parent application program is an application program corresponding to the information interaction platform;

when a video access request initiated through a user interface of the sub-application program is received, establishing video connection with the sub-application program through the information interaction platform;

displaying a field video picture in a video communication interface, wherein the field video picture is a video picture which is acquired by the sub-application program and transmitted to the agent client through the video connection;

displaying a user interface of a sub-application program, wherein the sub-application program is an application program running depending on a parent application program, and the parent application program is an application program corresponding to an information interaction platform;

sending a video access request to an agent client through a user interface of the sub-application, wherein the video connection request is used for triggering the agent client to establish video connection with the sub-application through the information interaction platform; the agent client is a client corresponding to the sub-application;

collecting a field video picture;

and transmitting the field video picture to the seat client through the video connection, so that the seat client displays the field video picture in a video communication interface, and acquiring field survey information from the field video picture when receiving information acquisition operation.

On the other hand, this application embodiment still provides a field survey information acquisition device, its characterized in that, the device is arranged in the seat terminal, the device includes:

the system comprises a first establishing module, a second establishing module and a third establishing module, wherein the first establishing module is used for establishing video connection with a user terminal through an information interaction platform when receiving a video access request initiated by the user terminal through a specified application interface in information interaction application, and the information interaction application is an application program of the information interaction platform corresponding to the user terminal;

the first display module is used for displaying a field video picture in a video communication interface, wherein the field video picture is a video picture which is acquired by the user terminal and is transmitted to the seat terminal through the video connection;

and the first acquisition module is used for acquiring the site survey information from the site video picture when receiving the information acquisition operation.

In another aspect, an embodiment of the present application further provides an on-site survey information collecting apparatus, where the apparatus is used in a user terminal, and the apparatus includes:

the second display module is used for displaying a designated application interface in the information interaction application, and the information interaction application is an application program of an information interaction platform corresponding to the user terminal;

a second establishing module, configured to initiate a video access request to an agent terminal through the specified application interface, where the video connection request is used to trigger the agent terminal to establish a video connection with the user terminal through the information interaction platform;

the second acquisition module is used for acquiring a field video picture;

and the transmission module is used for transmitting the field video pictures to the seat terminal through the video connection, so that the seat terminal displays the field video pictures in a video communication interface and collects field survey information from the field video pictures when receiving information collection operation.

In yet another aspect, an embodiment of the present application further provides a computer device, which includes a processor and a memory, where at least one instruction, at least one program, a code set, or a set of instructions is stored in the memory, and the at least one instruction, the at least one program, the code set, or the set of instructions is loaded and executed by the processor to implement the field survey information collecting method as described above.

In yet another aspect, an embodiment of the present application further provides a computer-readable storage medium, in which at least one instruction, at least one program, a set of codes, or a set of instructions is stored, and the at least one instruction, the at least one program, the set of codes, or the set of instructions is loaded and executed by a processor to implement the field survey information collecting method as described above.

The beneficial effects brought by the technical scheme provided by the embodiment of the application at least comprise:

when receiving a video access request initiated by a user terminal through a specified application interface in information interaction application, an agent terminal establishes video connection with the user terminal through an information interaction platform and displays a field video picture at the user terminal side; and when receiving the information acquisition operation, the agent terminal acquires the on-site survey information from the on-site video picture. The video connection can be established in the information interaction platform through the seat terminal and the user terminal, the seat terminal directly completes acquisition of the site survey information through the video connection, the user does not need to acquire and upload the site survey information, the situation that the site survey information acquired by the user does not meet requirements and needs to be acquired again can be avoided, and therefore the acquisition efficiency of the site survey information can be remarkably improved.

Drawings

In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings needed to be used in the description of the embodiments are briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present application, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without creative efforts.

Fig. 1 is an application scenario diagram of a method for collecting on-site survey information according to an embodiment of the present disclosure;

FIG. 2 is a schematic diagram of an internal structure of a server in FIG. 1 according to an embodiment of the present application;

FIG. 3 is an interface diagram of a display interface of a public account according to an embodiment of the present disclosure;

fig. 4 is a flowchart of a method for acquiring field survey information according to an embodiment of the present disclosure;

FIG. 5 is an interface diagram of a specified application interface according to an embodiment of the present application;

fig. 6 is a flowchart of a method for acquiring field survey information according to an embodiment of the present disclosure;

fig. 7 is a schematic diagram of a short message interface of a target short message according to an embodiment of the present application;

FIG. 8 is an interface diagram of a specified application interface according to an embodiment of the present application;

fig. 9 is a schematic interface diagram in a video connection request process according to an embodiment of the present application;

FIG. 10 is a schematic interface diagram of an answer interface according to an embodiment of the present application;

fig. 11 is an interface schematic diagram of a video communication interface according to an embodiment of the present application;

fig. 12 is a schematic interface diagram of a user terminal transmitting a live video frame according to an embodiment of the present application;

fig. 13 is a schematic interface diagram illustrating a screen capture of a display screen in a seat terminal according to an embodiment of the present application;

FIG. 14 is a schematic interface diagram of an information collection interface according to an embodiment of the present disclosure;

fig. 15 is an interface diagram of a transmission interface of a user terminal according to an embodiment of the present application;

fig. 16 is a flowchart of a method for collecting information of a site survey according to an embodiment of the present disclosure;

FIG. 17 is a flow chart of an on-line survey of a vehicle insurance line according to an embodiment of the present application;

FIG. 18 is a flowchart illustrating steps performed in connection with a call center according to an exemplary embodiment of the present application;

FIG. 19 is a business architecture diagram of a vehicle insurance claim according to an exemplary embodiment of the present application;

fig. 20 is a block diagram illustrating an exemplary embodiment of an apparatus for acquiring site survey information according to the present disclosure;

fig. 21 is a block diagram illustrating a configuration of an on-site survey information collecting apparatus according to an exemplary embodiment of the present application;

FIG. 22 is a block diagram illustrating a configuration of a computer device according to an exemplary embodiment of the present application;

fig. 23 is a schematic structural diagram of a computer device according to an exemplary embodiment of the present application.

Detailed Description

Reference will now be made in detail to the exemplary embodiments, examples of which are illustrated in the accompanying drawings. When the following description refers to the accompanying drawings, like numbers in different drawings represent the same or similar elements unless otherwise indicated. The embodiments described in the following exemplary embodiments do not represent all embodiments consistent with the present application. Rather, they are merely examples of apparatus and methods consistent with certain aspects of the present application, as detailed in the appended claims.

The scheme provided by the application can be used in the real-life scene that the user needs to carry out on-site survey information acquisition. For ease of understanding, some terms and application scenarios are first briefly described below.

Bidirectional audio and video communication: the video communication with the delay of real-time audio and video communication between communication terminals within 500 milliseconds is indicated.

IVR (Interactive Voice Response): the interactive mode refers to an interactive mode that a user accesses a service center through a terminal, the service center plays operation prompts through voice, and products or service contents of the service center can be played according to the operation of the user.

Cloud service: the increase of related services based on the internet, and basic cloud computing services such as a cloud server, a cloud database, a cloud storage, a Content Delivery Network (CDN), and the like.

Please refer to fig. 1, which illustrates an application scenario of a method for collecting field survey information according to an embodiment of the present application. As shown in fig. 1, a user terminal 101 and a backend system 102 are included. Optionally, the backend system 102 may include a server 103 and an agent terminal 104. The number of the user terminals 101 and the number of the agent terminals 104 may be plural.

Optionally, the seat terminal 104 may be a mobile terminal such as a smart phone or a tablet computer; alternatively, the agent terminal 104 may be a personal computer device such as a desktop computer, a notebook computer, or a stationary computer.

Alternatively, the user terminal 101 may be a terminal with video communication capability, such as: smart phones, tablet computers, notebook computers, smart glasses, and the like.

The application scenario shown in fig. 1 further includes an information interaction platform 105. The information interaction platform can be a cloud service platform, an instant messaging application platform, a chat application platform and the like, or the information interaction platform can also be a video communication platform and the like provided by a cloud service.

Optionally, the user terminal 101 and the backend system 102 are respectively connected to the information interaction platform 105 through a wired network or a wireless network. Optionally, the server 103 included in the backend system 102 and the agent terminal 104 may also be connected through a wired network or a wireless network.

Optionally, the wireless network or wired network described above uses standard communication techniques and/or protocols. The Network is typically the internet, but may be any Network including, but not limited to, any combination of Local Area Networks (LANs), Metropolitan Area Networks (MANs), Wide Area networks (MANs), mobile, wireline or wireless networks, private networks, or virtual private networks. In some embodiments, data exchanged over a network is represented using techniques and/or formats including Hypertext Mark-up Language (HTML), Extensible markup Language (XML), and the like. All or some of the links may also be encrypted using conventional encryption techniques such as Secure Socket Layer (SSL), Transport Layer Security (TLS), Virtual Private Network (VPN), Internet protocol Security (IPsec). In other embodiments, custom and/or dedicated data communication techniques may also be used in place of, or in addition to, the data communication techniques described above.

Optionally, the server 103 in the backend system 102 may also have a function of selecting which agent terminal 104 the user terminal 101 is connected to. For example, when the user terminal 101 initiates a request for establishing a connection with the agent terminal 104, the server 103 may allocate an idle agent terminal 104 to the user terminal 101, so that a connection may be established between the two.

Please refer to fig. 2, which illustrates an internal structure diagram of the server 103 in fig. 1 according to an embodiment of the present application. As shown in fig. 2, the server includes a processor 201, a nonvolatile storage medium 202, an internal memory 203, and a network interface 204, which are connected by a system bus. The nonvolatile storage medium 202 of the server 103 stores an operating system 202a, a database 202b, and the like, and the database 202b stores case data, client information, and the like of a survey case. The server 103 processor 201 is used to provide computing and control capabilities to support the operation of the entire server 103. The internal memory 203 of the server 103 provides an environment for the operation of various devices in the non-volatile storage medium, and the internal memory can store computer-readable instructions, which can be executed by the processor. The network interface 204 of the server 103 is used for communicating with other external terminals through a network connection, such as receiving site survey information, transmitting internally stored user data to the agent terminal 104, and the like. The server 103 may be implemented as a stand-alone server or a server cluster composed of a plurality of servers. Those skilled in the art will appreciate that the configuration shown in fig. 2 is a block diagram of only a portion of the configuration associated with the present application, and does not constitute a limitation on the server 103 to which the present application is applied, and in particular, the server 103 may include more or less components than those shown in the figure, or combine certain components, or have a different arrangement of components.

The background systems are mostly background systems of various merchants (such as insurance companies) which need to collect on-site survey information. In a possible implementation scheme, a user can directly establish connection with a background system through each APP installed in a user terminal, and send data to the corresponding background system. Or, the user can establish connection with the background system through the public number in the APP of the information interaction platform, and the purpose of sending data to the corresponding background system can also be achieved.

For example, when a user drives a motor vehicle and a traffic accident occurs, the user can make a vehicle insurance report in the public number of the insurance company and upload the on-site survey information in the public number, so that the insurance company can indirectly acquire the on-site survey information. In such application scenarios requiring the user to perform the on-site survey information acquisition, the user usually needs to pay attention to the public numbers of each company first, find the relevant survey control in the display interface in the public numbers, enter the survey interface, and complete the acquisition and uploading of the on-site survey information according to the guidance and prompt of the survey interface.

Taking the above-mentioned car insurance application scenario as an example, please refer to fig. 3, which shows an interface schematic diagram of a display interface of a public account according to an embodiment of the present application. As shown in fig. 3, the interface 300 includes a vehicle insurance application control 301, and the user can click on the vehicle insurance application control 301 to enter an application interface, and complete the flow of vehicle insurance application by self according to the guidance and prompt of the application interface. For example, the reporting interface has a click prompt for uploading accident evidence, and the user can shoot and collect the relevant accident evidence (such as a driving license, a vehicle damage position, a vehicle collision object and the like) by clicking at a relevant position, and upload the relevant accident evidence, so that the insurance company can indirectly complete the acquisition of the on-site survey information in the vehicle insurance accident.

Correspondingly, after receiving the accident evidence uploaded by the user at the background, the insurance company audits and processes the accident evidence, for example, audits the pictures such as the driver's license, the driving license and the like uploaded by the user, and if the problems such as unclear picture, unreasonable shooting angle, incomplete shooting position and the like occur, the insurance company needs to actively contact the reporting user to enable the user to supplement complete related evidence or re-upload related evidence, that is, the on-site survey information needs to be re-acquired.

From the existing statistics of national vehicle insurance data, the probability of traffic accidents of national vehicles is low (average rate of occurrence is 1.4 times/year), most users can make a call to an insurance company for reporting and surveying the accidents most conveniently, the frequency of using corresponding APP and public numbers is low, and the application scene of performing insurance surveying through the APP and public numbers is limited.

In addition, in the process that the insurance company audits and processes the accident evidence uploaded by the user, when the uploaded evidence is unclear or incomplete, the insurance company informs the user that the relevant evidence needs to be uploaded again, and the insurance company audits and processes the relevant evidence uploaded again by the user, so that the survey of vehicles with traffic accidents is completed.

In order to solve the above problems, the present application provides a method for collecting information during field survey, please refer to fig. 4, which shows a flowchart of the method for collecting information during field survey according to an embodiment of the present application. The method may be used in the scenario shown in fig. 1, and as shown in fig. 4, the method may include the following steps:

step 401, the user terminal displays a designated application interface in the information interaction application.

The information interaction application is an application program of the information interaction platform corresponding to the user terminal.

The information interaction platform refers to a network architecture for connecting people through social relations and/or common interests (or common benefits), and users can perform daily communication and process daily matters through a client provided by the information interaction platform. Each user may have a network identity that is recognized by other users on the information interaction platform.

On the information interaction platform, different users can establish a social relationship in a mutually confirmed manner, for example, friends are added to each other or concern each other. When two users establish a social relationship, they become social network contacts of each other. A group of users can form a social group by forming a social relationship with each other in a self-selection mode. Each member in the group is a social network contact of all other members in the group.

A user or organization can establish a public social network identifier on the information interaction platform and allow the public (for example, any user on the information interaction platform) to communicate with the public social network identifier on the information interaction platform, and the communication can be based on a one-way confirmation mode without mutual confirmation among the users. For example, a user may choose to subscribe to a public social network identification (e.g., "follow" the public social network identity) message or publish information to become a social network contact of the public social network identification through a one-way confirmation such as subscription. The owner of the public social network identity may also take other users who subscribe to their messages or published information as their social network contacts.

Each user and each public social network identifier on the information interaction platform are provided with a social network contact list so that the users or the public social network identifiers in the social network contact list can communicate with the users or the public social network identifiers in the social network contact list in the forms of instant messaging messages and the like. For example, users in a social group can communicate with each other through an interface provided by the information interaction platform, and users can also communicate with each other through the interface provided by the information interaction platform.

The designated application interface may be an applet interface or a public number interface. The applet may also be referred to as a sub-application, and the sub-application is an application that runs depending on the parent application. The sub-application may specifically be a social application, a file management application, a mail application, or a game application, etc. The above-described sub-application may be referred to as an applet. The user can directly open the sub-application program by scanning the two-dimensional code corresponding to the sub-application program or searching the name of the sub-application program. The child application can be conveniently acquired and propagated within the parent application.

The parent application is an application for bearing the child application, and provides an environment for implementing the child application. The parent application is a native application. A native application is an application that can run directly on an operating system. The parent application may be a social application, a dedicated application that specifically supports the child applications, a file management application, a mail application, or a gaming application, among others. The social application program includes an instant messaging application, an SNS (social network Service) application, or a live application.

The public number refers to an account number applied by a public operator on a public platform. The public number operator can realize the all-round communication and interaction of characters, pictures, voice and video with the attention people through the public platform. Public operators are typically highly interested organizations or individuals such as businesses, governments, media, celebrities, and the like. The public number operator can send messages to the attendees, receive the messages sent by the attendees, acquire the geographical location information of the attendees, provide various services for the attendees and the like through a public platform, and a mainstream online and offline interaction mode is formed.

Step 402, the user terminal initiates a video access request to the agent terminal through a specified application interface.

The video connection request is used for triggering the seat terminal to establish video connection with the user terminal through the information interaction platform.

Step 403, when the agent terminal receives a video access request initiated by the user terminal through a specified application interface in the information interaction application, establishing a video connection with the user terminal through the information interaction platform.

For example, if the application interface described in the above embodiment of fig. 3 includes a control for initiating a video connection, the application interface may be a representation of the specified application interface. Optionally, the display of the specified application interface may be displayed by the user terminal through operation of a corresponding control in the APP, or may be displayed by the user through clicking a link corresponding to the specified application interface, or may be directly entered into the specified application interface by the user through a shortcut key in the terminal. Further, the link may be included in a short message of the user terminal or a notification message of other APPs.

Please refer to fig. 5, which illustrates an interface diagram of a specific application interface according to an embodiment of the present application. As shown in fig. 5, a request control 501 for initiating a video connection is included in the designated application interface 50. The user may initiate a video access request to the agent terminal by clicking the request control 501. Optionally, when the agent terminal receives a video access request initiated by the user terminal, the agent may establish a video connection with the user terminal by clicking a corresponding listening control.

Step 404, the user terminal collects the live video image.

Optionally, the user terminal may collect a live video image through a built-in or external image collection component, where the image collection component may include a camera and the like. Furthermore, the user terminal can complete the acquisition of the scene video pictures by a camera in the image acquisition assembly.

Step 405, the user terminal transmits the live video picture to the agent terminal through the video connection.

The user terminal transmits the live video pictures to the seat terminal through the video connection established in the information interaction platform.

Step 406, the agent terminal displays the live video picture in the video communication interface,

the live video picture is a video picture which is collected by the user terminal and transmitted to the seat terminal through video connection.

After the video connection is established between the seat terminal and the user terminal, a video communication interface can be displayed in a display screen of the seat terminal, and a video picture transmitted to the seat terminal by the user terminal through the established video connection can be displayed in the video communication interface. The on-site video picture is an on-site picture of the user terminal for acquiring on-site survey information in real life, for example, the on-site picture displayed when the user shoots home furniture, the on-site picture displayed when the user shoots outdoor vehicles, the on-site picture displayed when the user shoots pets, and the like.

Step 407, the agent terminal collects the site survey information from the site video picture when receiving the information collection operation.

The agents of the agent terminals can acquire the on-site survey information in the displayed on-site video pictures by executing information acquisition operation. Optionally, the information acquisition operation may be a screen capture operation performed by the agent on a display screen of the agent terminal, or a screen capture operation performed by the agent on a live video image displayed in the video communication interface, or a screen recording operation performed on the live video image displayed in the video communication interface, or a biometric information identification operation performed on the live video image displayed in the video communication interface, or the like.

In summary, when the agent terminal receives a video access request initiated by the user terminal through a specified application interface in the information interaction application, the agent terminal establishes video connection with the user terminal through the information interaction platform and displays a live video picture at the user terminal side; and when receiving the information acquisition operation, the agent terminal acquires the on-site survey information from the on-site video picture. The video connection can be established in the information interaction platform through the seat terminal and the user terminal, the seat terminal can directly complete acquisition of the on-site survey information through the video connection, the user does not need to acquire the on-site survey information and upload the on-site survey information, the situation that the on-site survey information acquired by the user is not required to be acquired again can be avoided, and therefore the acquisition efficiency of the on-site survey information can be obviously improved.

In the above embodiments of the present application, the process of acquiring the on-site survey information may be an on-site survey information acquisition process of a vehicle insurance. For example, when a vehicle insurance occurs, a user can establish video connection with an agent terminal of an insurance company through the user terminal, and the agent terminal completes acquisition of site survey information such as vehicle insurance pictures, user certificate information, user identity information (such as person identity information) and the like based on video pictures.

Alternatively, the process of collecting the on-site survey information may be on-site survey information corresponding to other scenes besides the vehicle insurance. For example, a user needs to maintain furniture in a house and wants to estimate the cost generated by maintenance in advance, at this time, the user can establish video connection with an agent terminal of a furniture maintenance company through the user terminal, and the agent terminal finishes acquisition of on-site survey information such as pictures of damaged furniture and the like based on video pictures.

That is, the embodiment shown in fig. 4 can be applied to various scenes including the car insurance, which need to perform survey information collection on the spot.

In a possible implementation manner, when the user needs to collect the on-site survey information (for example, a car insurance), the user may notify a customer service center of a survey company (for example, an insurance company) by calling, and at this time, the user terminal may be a smart phone.

Taking the above scenario of the vehicle insurance report as an example, when a vehicle insurance accident occurs to a user, the user needs to perform on-site survey information acquisition on the vehicle, and at this time, the user can initiate a video communication request to a background system of an insurance company through a specified application interface in the information interaction application. When the specified application interface is the interface displayed by the user terminal in response to the triggering operation of the link carried in the target short message sent to the user terminal by the call center.

Referring to fig. 6, a flowchart of a method for acquiring field survey information according to an embodiment of the present disclosure is shown, where the method may be applied to the scenario shown in fig. 1, and as shown in fig. 6, the method may include the following steps:

step 601, the user terminal sends a call request to the call center.

In the embodiment of the application, the call center of the insurance company can be arranged in the background system of the insurance company, and the user can directly initiate the vehicle insurance report to the call center of the insurance company.

Step 602, the call center receives a call request sent by the user terminal.

Correspondingly, the call center establishes a call connection with the user terminal.

Optionally, in the embodiment of the present application, the call center of the insurance company establishes a call connection with the user terminal through an IVR manner, which is different from a manner in which a traditional agent directly answers a call. After the user establishes a call connection with the call center, the user can select an online survey mode to collect site survey information. The online survey refers to that a user establishes video connection with an agent terminal through a user terminal, and the agent terminal collects field survey information through the video connection.

Optionally, in addition to the online survey mode, the call center may also set other survey modes, such as (autonomous survey). The autonomous survey refers to a mode that a user collects field survey information through a user terminal and uploads the information to a background system of a survey company.

Optionally, when there are multiple survey modes, the survey modes provided by the call center may have a priority, and the call center may recommend one or more of the survey modes to the user in a form of voice broadcast through the priority. For example, in the two survey modes, the priority of online survey is higher than that of autonomous survey, and the call center can recommend the user to complete the collection of on-site survey information in an online survey mode.

Step 603, the call center sends the target short message to the user terminal.

Correspondingly, the user terminal receives the target short message sent by the call center.

The call center can send the target short message corresponding to the selection result of the user to the user terminal according to the selection result of the user. Optionally, if the user interacts with the call center in the IVR mode and selects the online survey mode, the call center may send the target short message corresponding to the online survey mode to the user terminal. The target short message may include a target link, and optionally, the target short message may further include guidance information, where the guidance information is used to indicate an operation step of establishing a video connection by triggering the target link.

In a possible implementation manner, the target short message may not include the target link, but only include the guidance information, and the user opens the designated application interface according to the guidance information.

And step 604, the user terminal responds to the trigger operation of the target link carried in the target short message and displays the appointed application interface.

The user can click the target link and jump to the specified application interface. Please refer to fig. 7, which illustrates a short message interface diagram of a target short message according to an embodiment of the present application. As shown in fig. 7, the interface 70 of the user terminal includes a target short message 701 and a target link 702. The user may click the target link 702 included in the target short message 701, so as to display a specified application interface in the user terminal.

Step 605, the user terminal initiates a video access request to the agent terminal through a specified application interface.

Please refer to fig. 8, which illustrates an interface diagram of a specific application interface according to an embodiment of the present application. As shown in fig. 8, a video application initiation control 801 is included in the interface 80 of the user terminal. The user can initiate a video access request to an agent terminal in the background system by clicking the video report initiating control 801. Alternatively, the fig. 8 may be a specific application interface displayed in the user terminal when the user clicks the target link 702 in the above fig. 7.

Optionally, the specified application interface shown in fig. 8 may further include an identity information input box 802 and a verification information input box 803. The user can fill own information in the corresponding input box before initiating the video access request, and the information is used as the identity authentication of the on-site survey information acquisition user. Optionally, the identity information of the user filled in the identity information input box 802 may include, but is not limited to, at least one of a phone number of the user, an identification number of the user, and a license plate number of the user.

Optionally, the user may also terminate the video access at any time in the process of initiating the video access request. Please refer to fig. 9, which illustrates an interface diagram in a video connection request process according to an embodiment of the present application. Fig. 9 is a schematic diagram illustrating a process of requesting a video connection when the user clicks the video application initiation control 801 shown in fig. 8. As shown in fig. 9, an end video communication control 901 is included. The user can click the video communication ending control 901 to terminate the video access.

Optionally, the agent terminal receiving the video access request may be an agent terminal randomly selected by the server of the background system from the idle agent terminals in the current background system, so that when the user initiates a video connection, the time delay of waiting for the agent is reduced.

Step 606, when the agent terminal receives a video access request initiated by the user terminal through a specified application interface in the information interaction application, the agent terminal establishes video connection with the user terminal through the information interaction platform.

Optionally, the video connection established between the agent terminal and the user terminal in the embodiment of the present application may be the video connection of the bidirectional audio/video communication.

In a possible implementation manner, when receiving a video access request initiated by a user terminal through a specified application interface in an information interaction application, an agent terminal may display an answer interface in the agent terminal, please refer to fig. 10, which shows an interface schematic diagram of an answer interface according to an embodiment of the present application. As shown in fig. 10, a listening control 1001 and a hang-up control 1002 are included. The agent can enable the agent terminal and the user terminal to establish video connection based on the information interaction platform by clicking the answering control 1001.

Optionally, after the agent terminal and the user terminal establish a video connection successfully through the information interaction platform, a connection success response may also be returned to the call center to inform the call center that the user has successfully accessed.

Optionally, the call center may also start timing from the time when the target short message is sent to the user terminal, and if the call center does not receive a connection success response returned by the agent terminal in the background system within a preset time period, the call center may send information of the user terminal (for example, a mobile phone number of an incoming call center) to the agent terminal to prompt the user terminal to initiate a request for collecting site survey information to the call center. Wherein the connection success response may indicate that the video connection between the agent terminal and the user terminal was successfully established. When the agent checks the information of the user terminal sent by the call center received by the agent terminal, the agent terminal can actively consult the user according to the mobile phone number in the information, so that the situation that the user cannot initiate a video connection request to a checking company due to other reasons and the collection of the on-site checking information is delayed at the first time is prevented.

Step 607, the user terminal collects the scene video picture;

optionally, the user terminal may shoot through a camera thereof, so as to acquire a live video picture. Please refer to fig. 11, which illustrates an interface diagram of a user terminal transmitting a live video frame according to an embodiment of the present application. As shown in fig. 11, the interface 1100 of the user terminal includes a first display area 1101 and a second display area 1102, and a live video screen captured by the user terminal is displayed in the first display area 1101, and a live video screen captured by the agent terminal by an agent person is displayed in the second display area 1102.

Step 608, the user terminal transmits the live video frame to the agent terminal through the video connection.

And the user terminal transmits the on-site video picture to the seat terminal through the video connection established between the information interaction platform and the seat terminal.

And step 609, the seat terminal displays a field video picture in the video communication interface.

Optionally, after the video connection is established between the seat terminal and the user terminal, a video communication interface may be displayed in the seat terminal, and the video communication interface may include a video picture that is collected by the user terminal and transmitted to the seat terminal through the video connection. In a possible implementation manner, the video communication interface may further include policy information and user information corresponding to the identity information input in the designated application interface when the user terminal initiates the video access request. Optionally, when receiving a video connection request initiated by the user terminal, the agent terminal may obtain identity information filled in an appointed application interface by the user, and pull policy information and user information corresponding to the user identity information from the server according to the identity information. For example, when the identity information filled by the user is a telephone number, the agent terminal may acquire the telephone number of the user, and pull the policy information and the user information corresponding to the telephone number from the server. And is presented in the video communication interface described above.

Please refer to fig. 12, which illustrates an interface diagram of a video communication interface according to an embodiment of the present application. As shown in fig. 12, the video communication interface 1200 includes a live video screen 1201, a user information display interface 1202, and a management control 1203. The agent terminal can view the live video frame sent by the user terminal through the live video frame 1201, and in the user information display interface 1202, different management information and the like are displayed according to clicking of the relevant management control 1203. For example, by clicking a report information control in the management control 1203, what on-site survey information needs to be collected may be displayed in the user information display interface, and a corresponding collection control corresponds to the on-site survey information. Clicking the video claim settlement management control in the management control 1203 can check the report result of the claim, and can fill in the processing opinion of the claim and the payment amount of the response, etc.

And step 610, when the seat terminal receives the information acquisition operation, the seat terminal captures a screen of a field video picture displayed in the video communication interface to obtain a screen capture image.

The seat acquires information according to the field video pictures transmitted by the user terminal, and when the seat terminal receives the information acquisition operation of the seat, the seat terminal captures the field video pictures displayed in the displayed video communication interface to obtain a captured image. Optionally, the screen capturing of the field video picture may be extracting a picture image corresponding to the time of performing the information acquisition operation in the video picture, or the screen capturing of the field video picture may be capturing a picture displayed in a display screen of the seat terminal, and cutting the captured picture to obtain a screen captured picture with a size suitable for and useful for the field survey information.

Please refer to fig. 13, which illustrates an interface diagram of capturing a screen of a display screen of a seat terminal according to an embodiment of the present application. As shown in fig. 13, a screen capture frame 1301 is included, and the agent can obtain a screen capture image with a suitable size by adjusting the length of the frame of the screen capture frame 1301, and select a suitable position (including a live video frame) in the screen, so as to obtain a screen capture image of the live survey information.

Optionally, the information collection operation performed by the agent may be a click operation on at least one collection control after clicking the application information control in the management control 1103 in fig. 12. Please refer to fig. 14, which illustrates an interface diagram of an information collecting interface according to an embodiment of the present application. As shown in fig. 14, at least one acquisition control 1401 is included, and when the agent clicks any one of the acquisition controls 1401, the agent terminal may detect a trigger operation of the at least one acquisition control 1401, and further determine that the information acquisition operation is received.

Step 611, an information acquisition type corresponding to the information acquisition operation is obtained.

Optionally, each of the collection controls 1401 shown in fig. 14 corresponds to its own information collection type, for example: the field image acquisition type, the certificate information acquisition type, the user identity information acquisition type and the like. When the agent clicks each acquisition control 1401, the agent terminal may automatically acquire the information acquisition type corresponding to the acquisition control, and acquire the information acquisition type as the information acquisition type corresponding to the information acquisition operation.

And step 612, acquiring the on-site survey information according to the screen capture image and the information acquisition type.

In one possible implementation, when the information acquisition type is a live image acquisition type, the screen shot image is acquired as the live survey information.

Optionally, when the information acquisition type is a field image acquisition type, the agent terminal may further obtain the definition of the target object included in the screenshot image; and when the definition of the target object is not less than the definition threshold value, acquiring the screen capture image as on-site survey information. The target object may be a damaged part (such as a bumper, a car lamp, a wheel, and the like) of an accident vehicle in a vehicle insurance accident, and correspondingly, the definition of the target object may be the definition of the target object in the screenshot image after the screenshot image is obtained by the seat terminal.

Optionally, the definition may be determined by a preset Artificial Intelligence (AI) algorithm. When the definition of the target object in the screenshot image acquired by the seat terminal is smaller than the definition threshold, the seat terminal can display prompt information in a display interface to prompt a seat person, and the screenshot image acquired at this time needs to be acquired again when the definition of the screenshot image does not meet the requirement.

Optionally, the definition of the target object in the screenshot image can also be directly determined by the operator, and if the operator considers that the screenshot image is clear enough, the operator terminal directly obtains the screenshot image as on-site survey information.

Alternatively, the resolution of video transmission may be limited to a lower level based on the consideration of ensuring the stability of video image transmission, and actually, the highest resolution of the user terminal for capturing the video image may be higher than the resolution of the video image transmitted to the seat terminal.

For example, an image acquisition component in the user terminal supports image acquisition with a highest resolution of 1080P, and a resolution of a live video picture transmitted to the agent terminal is 720P; for example, the user terminal performs video picture acquisition with a resolution of 1080P, and reduces the live video picture to 720P when transmitting to the seat terminal; or, the user terminal directly performs video picture acquisition at the resolution of 720P. When the seat terminal captures the live video image of 720P, the definition of the captured image may not meet the definition threshold requirement (or the seat feels that several captured images are not clear). At this time, the agent can also adopt a front-end screenshot mode to obtain a screenshot image.

For example, the agent terminal responds to a front-end screenshot operation executed by the agent, and sends a screenshot instruction to the user terminal, wherein the screenshot instruction is used for instructing the user terminal to screenshot a scene video picture, after receiving the screenshot instruction, the agent terminal performs screenshot on the scene video picture according to a specified resolution, sends the obtained screenshot picture to the agent terminal, and receives a screenshot image transmitted by the user terminal, so that the scene survey information is obtained.

The specified resolution can be the highest resolution of a video image collected by a user terminal; or, the specified resolution may also be a specified resolution carried in the screenshot command, and the specified resolution is higher than the resolution of the live video picture transmitted by the user terminal.

For example, when the user terminal performs video image acquisition at a resolution of 1080P and transmits a live video image to the seat terminal at a resolution of 720P, the user terminal determines that the specified resolution is 1080P after receiving the screenshot instruction, and at this time, the user terminal may directly screenshot from the video image acquired at the resolution of 1080P and send the acquired screenshot image to the seat terminal.

Or when the user terminal performs video image acquisition and live video image transmission at a resolution of 720P, after receiving the screenshot command, the user terminal determines that the specified resolution is 1080P, and at this time, the user terminal may acquire an image at a resolution of 1080P through the image acquisition component and send the acquired image as a screenshot image to the seat terminal.

In one possible implementation, please refer to fig. 15, which illustrates an interface diagram for collecting on-site survey information according to an embodiment of the present application. As shown in fig. 15, the interface 1500 includes an acquisition control 1501, a front-end screenshot control 1501a, and a home-end screenshot control 1501b, when the operator finds that the image captured by the home-end screenshot control 1501b does not meet the requirement, the operator may select the front-end screenshot control 1501a to obtain the screenshot image, at this time, the operator terminal may automatically send a screenshot instruction to the user terminal, and when the user terminal receives the screenshot instruction, the operator terminal automatically performs screenshot on the live video screen at the user terminal side and transmits the screenshot image to the operator terminal, and the operator terminal correspondingly receives the screenshot image transmitted by the user and determines the definition of the received screenshot image, thereby completing the acquisition of the live survey information.

In a possible implementation manner, when the information acquisition type is a certificate information acquisition type, the agent terminal further needs to perform text recognition on the screen capture image to obtain text information contained in the screen capture image; and when the text information meets the certificate information format, acquiring the text information as on-site survey information.

Optionally, the certificate information may include at least one certificate information of a driver's license, a driving license, an identification card, a bank card, and a VIN (vehicle identification Number) code. Optionally, the agent terminal may perform text recognition through an OCR (Optical Character recognition) technology to obtain text information included in the screenshot image. For example, when the text information contained in the screenshot image is the VIN code, the agent terminal may simultaneously recognize each character of the VIN code, obtain that the text information is in a VIN code text information format according to the number of the characters, and acquire the text information as the site survey information. Optionally, some insurance companies may also obtain the screenshot image containing the text information and the text information together as the on-site survey information in order to store the forensic material.

In a possible implementation manner, the information acquisition interface shown in fig. 14 may further include an automatic identification control 1402 and a certificate information entry frame 1403, and when the agent finishes acquiring the screen capture image of each certificate information, and clicks the corresponding automatic identification control 1402, the agent terminal may identify the screen capture image whose information acquisition type is the certificate information acquisition type, and automatically fill the corresponding certificate information into the certificate information entry frame 1403.

In a possible implementation manner, when a user simultaneously displays a plurality of certificates in a live video picture, that is, when at least two certificates are included in a screen capture image obtained by the seat terminal, the seat terminal can respectively identify certificate information of each certificate and input a corresponding designated position. For example, when the screen capture image obtained by the agent terminal includes the VIN code and the bank card, the agent terminal may recognize the VIN code and the bank card number therein, and respectively enter an entry frame of the VIN code and an entry frame of the bank card number.

In a possible implementation manner, when the information acquisition type is a user identity information acquisition type, the agent terminal can also perform face recognition on the screenshot image to obtain user identity information corresponding to a face contained in the screenshot image; and acquiring the identity information of the user as the on-site survey information.

Optionally, when the insurance company needs to identify the face of the reporting user for recording (for example, the recording content is reported by others or the vehicle owner reports), the agent may identify the face in the screenshot image through the agent terminal to obtain the user identity information corresponding to the face, and obtain the user identity information as the on-site survey information.

In summary, when the agent terminal receives a video access request initiated by the user terminal through a specified application interface in the information interaction application, the agent terminal establishes video connection with the user terminal through the information interaction platform, and uses a live video picture at the user terminal side; and when receiving the information acquisition operation, the agent terminal acquires the on-site survey information from the on-site video picture. The video connection can be established in the information interaction platform through the seat terminal and the user terminal, the seat terminal can directly complete acquisition of the on-site survey information through the video connection, the user does not need to acquire the on-site survey information and upload the information, the situation that the on-site survey information acquired by the user is not required to be acquired again can be avoided, and therefore the acquisition efficiency of the on-site survey information can be obviously improved.

Optionally, after the seat terminal completes the acquisition of the on-site survey information, a survey result of the on-site survey information may be obtained, for example, the survey result of the car insurance case may include a reimbursement amount, a damage degree, a suggested maintenance, and the like. Optionally, the agent can directly inform the user of the survey result through the video connection established by the information interaction platform; or the seat terminal can send the survey result to the account system of the user, and the user can check the survey result and the like by logging in the account system of the user; optionally, when the reimbursement amount is less than the reimbursement threshold, the seat may further prompt the user whether the user needs the current reimbursement, and if the user agrees to the current reimbursement, the seat may directly reimburse the bank card bound to the owner of the insured vehicle by the corresponding amount. Wherein the payout threshold may be preset by a program developer of each insurance company. If the user does not agree with the current time claim, the agent can inform the subsequent insurance companies of active follow-up processing, the on-site survey information is collected, the user can move the vehicle or leave the site, and the user experience is improved.

It should be noted that, in a possible implementation manner, the agent in the foregoing embodiment may be replaced by an intelligent robot, and the intelligent robot interacts with a user to complete the collection of the on-site survey information. Alternatively, the seat terminal and the steps executed by the seat may be replaced by an intelligent robot, or the intelligent robot may execute the identification, confirmation, and the like of the site survey information.

In a possible implementation manner, the steps executed by the agent terminal and the user terminal in the above method embodiment may be executed by an application installed in the agent terminal and the user terminal. Referring to fig. 16, a flowchart of a method for collecting information of a site survey according to an embodiment of the present application is shown. As shown in fig. 16, the method may include the steps of:

step 1601, the user terminal displays a user interface of the sub-application.

And the parent application program depended by the child application program is an application program corresponding to the information interaction platform.

The user terminal is provided with a parent application program, the parent application program can log in a user account, and the parent application program has the function of supporting the child application program. The manner in which the user terminal displays the user interface of the sub application program may refer to the description of displaying the specified application interface in step 403, which is not described herein again.

In a possible implementation manner, the parent application may be an information interaction application, and the child application is an applet in the information interaction application.

Step 1602, the agent terminal displays a user interface of the agent client.

Wherein the agent client is a client corresponding to a sub-application installed in the user terminal.

The agent terminal is provided with an agent client, and in the embodiment of the application, the agent client corresponds to a sub-application installed in the user terminal. Optionally, the manner in which the agent terminal displays the user interface of the agent client may also refer to the description of displaying the specified application interface in step 403, which is not described herein again.

Step 1603, the user terminal sends a video access request to the agent client through the user interface of the sub-application.

The video connection request is used for triggering the agent client to establish video connection with a sub-application program in the user terminal through the information interaction platform.

For example, when a control initiating a video connection in a user interface of the sub-application is triggered, the sub-application sends a video access request to the agent client.

And 1604, when the agent terminal receives a video access request initiated by the user terminal through the user interface of the sub-application, establishing video connection with the sub-application through the information interaction platform.

Optionally, the agent terminal may display an answering interface in response to the video access request through the agent client, and establish a video connection with a sub-application in the user terminal by triggering an operation in response to an answering control in the answering interface. The listening interface may be similar to the interface illustrated in fig. 10 described above.

Step 1605, the user terminal collects the scene video image.

Optionally, the sub application in the user terminal may capture a live video frame by calling an image capture component in the user terminal.

Step 1606, the user terminal transmits the live video frame to the agent client through the video connection.

And the sub-application program of the user terminal transmits the live video pictures to the seat client through the video connection established in the information interaction platform.

Step 1607, the agent terminal displays the scene video picture in the video communication interface.

The live video picture is a video picture which is acquired by a sub-application program in the user terminal and is transmitted to the agent client through the video connection.

Alternatively, reference may be made herein to the description of the live video frame presented in step 406.

In step 1608, the agent terminal collects the site survey information from the site video picture when receiving the information collection operation.

And when the seat client in the seat terminal receives the information acquisition operation executed by the seat, acquiring the on-site survey information from the displayed on-site video picture. Optionally, the information collection operation performed by the agent may refer to the operation described in step 407, and is not described herein again.

In summary, when receiving a video access request initiated by a user terminal through a user interface of a sub-application program, an agent terminal establishes a video connection with the user terminal through an information interaction platform and displays a live video picture at the user terminal side; and when receiving the information acquisition operation, the agent terminal acquires the on-site survey information from the on-site video picture. The video connection can be established in the information interaction platform through the seat terminal and the user terminal, the seat terminal can directly complete acquisition of the on-site survey information through the video connection, the user does not need to acquire the on-site survey information and upload the on-site survey information, the situation that the on-site survey information acquired by the user is not required to be acquired again can be avoided, and therefore the acquisition efficiency of the on-site survey information can be obviously improved.

Taking a scene of a car insurance application as an example, please refer to fig. 17, which shows a flow chart of on-line survey of a car insurance provided in the embodiment of the present application. As shown in fig. 17, the on-vehicle insurance line survey process may include the following steps:

at step 1701, the user is in danger.

The user calls the insurance company to report the car insurance accident. The user calls to notify the insurance company as described above in step 601.

Step 1702, receiving the guiding short message (i.e. the target short message in the embodiment shown in fig. 6).

After receiving the user report, the insurance company notifies the user of the step of on-line survey through a short message, and the description of receiving the target short message in the step 603 can be referred to for receiving the guidance short message.

Step 1703, online real-time communication and reporting are performed.

And opening a small program in the user terminal by the user according to the survey step notified by the short message, entering an information interaction platform, further establishing video connection, and forming an online real-time communication report.

At step 1704, the agent directs the user to survey.

And the user can complete the acquisition of the on-site survey information of the accident scene according to the real-time guidance of the seat. The real-time guidance of the seat can include, but is not limited to, operations of shooting angles, shooting distances, turning on a flash and the like of the user shooting site survey information, and the user actively cooperates with the guidance of the seat to move the user terminal left, right, front and back. The specific survey details may refer to the descriptions of steps 607 through 612 in the above embodiments.

In step 1705, the insurance company checks the accident information.

And the insurance company checks the on-site survey information in real time to complete on-line survey of the vehicle insurance line. For example, the above description of step 612 may be referred to herein to obtain the clarity of the on-site survey information, identify text information in the on-site survey information, perform face recognition on the on-site survey information, and so on, as described above in step 608.

Step 1706, the accident reporting is completed.

The user finishes accident case reporting, the insurance company finishes the acquisition of the on-site survey information of the accident site, and the user can move the vehicle, leave the accident site and the like, and then waits for the insurance company to pay.

According to the technical scheme, the traditional modes of on-site survey of the survey personnel and on-site autonomous acquisition of the user are combined, and the survey personnel remotely complete acquisition and audit of on-site survey information in an insurance company by means of video connection established by the information interaction platform, so that the survey process of vehicle insurance is completed. The user follows survey personnel's guidance at whole in-process to shoot and gather work and accomplish by survey personnel, improved survey personnel's survey efficiency, promoted user's survey and experienced.

Fig. 18 is a flowchart illustrating steps performed based on a call center according to an exemplary embodiment of the present application. As shown in fig. 18, the process may include the following steps:

step 1801, the user terminal initiates a telephone report to the call center.

This step can refer to the description in steps 601 and 602, and will not be described herein.

Step 1802, the call center pushes a target short message to the user terminal.

Similarly, the step can refer to the description in step 603, and is not described herein again.

Step 1803, the agent terminal sends a response of successful connection of the user terminal to the call center.

This step may refer to the description of step 606, which is not described herein again.

According to the technical scheme provided by the embodiment of the application, the following benefits can be achieved:

firstly, the method can provide a quick vehicle insurance reporting access flow, is different from the traditional telephone waiting mode, and adopts an IVR mode to perform voice interaction with a user, so that the problem that the waiting time is too long when a vehicle owner makes a call is avoided, and the vehicle owner selects whether to be suitable for on-line survey through the IVR, thereby saving a large amount of time of the vehicle owner and accelerating the vehicle insurance reporting flow;

secondly, a survey scheme combining user self-service and remote assistance is adopted, so that the problems that information collected by a user self-service mode is easy to not meet the requirements of insurance companies and the like due to the specialty of the vehicle insurance survey, and the pressure of the user self-service survey is high, so that the large-scale popularization is not facilitated; the number of the insurance company professional survey personnel is limited, and if the insurance company professional survey personnel can not arrive at the accident site in time, the user can spend a large amount of time waiting, so that the insurance company professional survey personnel and the insurance company professional survey personnel are combined, the problem that the survey personnel can not arrive at the accident site in time can be effectively solved, and the survey personnel can complete the vehicle insurance survey in a short time;

thirdly, the scheme adopts an information interaction platform (such as a small program platform) with a large number of users, and due to the low frequency of the vehicle insurance and the universality of the information interaction platform, the small program platform in the information interaction platform is adopted, so that the learning cost of a vehicle owner is greatly reduced, and meanwhile, the popularization of the on-line survey of the vehicle insurance is also improved.

Fig. 19 is a schematic diagram illustrating a service architecture of a car insurance claim according to an exemplary embodiment of the present application. As shown in fig. 19, a user terminal 1901, an agent terminal 1902, an insurance company server 1903, a video claims platform 1904, and a third party platform 1905 are included.

An APP providing an information interaction platform can be installed in the user terminal 1901, and the user terminal 1901 performs video connection with the agent terminal through the information interaction platform provided by the APP. Optionally, the video claims platform 1904 may include various data interfaces, insurance company service systems, databases, and the like, where the data interfaces are used for data connection between the APP in the user terminal 1901, the insurance company service systems, the agent terminal 1902, the insurance company server 1903, and the databases. Each database provides stored data for a desired network service. Optionally, the application program may access the video claim settlement platform 1904 through the first data interface, the agent terminal 1902 may access the video claim settlement platform 1904 through the third data interface, and the insurance company server 1903 may access the video claim settlement platform 1904 through the second data interface. Therefore, data transmission and acquisition among the terminal, the server and the database are realized through the video claim settlement platform 1904.

Alternatively, the video claims platform 1904 may be provided by a third party platform 1905.

The following are embodiments of the apparatus of the present application that may be used to perform embodiments of the method of the present application. For details which are not disclosed in the embodiments of the apparatus of the present application, reference is made to the embodiments of the method of the present application.

Fig. 20 is a block diagram illustrating a configuration of an on-site survey information collecting apparatus according to an exemplary embodiment of the present application. The on-site survey information acquisition device can be used in an agent terminal to execute all or part of the steps executed by the agent terminal in the method shown in the corresponding embodiment of fig. 4 or fig. 7. The on-site survey information acquisition device can comprise the following modules:

a first establishing module 2001, configured to establish a video connection with a user terminal through an information interaction platform when receiving a video access request initiated by the user terminal through a specified application interface in an information interaction application, where the information interaction application is an application program of the information interaction platform corresponding to the user terminal;

a first display module 2002, configured to display a live video frame in a video communication interface, where the live video frame is a video frame that is acquired by the user terminal and transmitted to the seat terminal through the video connection;

and the first acquisition module 2003 is used for acquiring the site survey information from the site video picture when the information acquisition operation is received.

Optionally, the first acquisition module 2003 is specifically configured to,

when information acquisition operation is received, screen capturing is carried out on a field video picture displayed in the video communication interface to obtain a screen capturing image;

acquiring an information acquisition type corresponding to the information acquisition operation;

and acquiring the on-site survey information according to the screen capture image and the information acquisition type.

Optionally, when the on-site survey information is acquired according to the screen capture image and the information acquisition type, the first acquisition module 2003 is further configured to,

and when the information acquisition type is field image acquisition, acquiring the screen capture image as the field survey information.

Optionally, when the screen capture image is acquired as the on-site survey information, the first acquisition module 2003 is further configured to,

acquiring the definition of a target object contained in the screen shot image;

and when the definition is not less than a definition threshold value, acquiring the screen capture image as the on-site survey information.

when the information acquisition type is certificate information acquisition, performing text recognition on the screen capture image to obtain text information contained in the screen capture image;

and when the text information meets the certificate information format, acquiring the text information as the on-site survey information.

when the information acquisition type is user identity information acquisition, carrying out face identification on the screenshot image to obtain user identity information corresponding to a face contained in the screenshot image;

and acquiring the user identity information as the site survey information.

Optionally, the specified application interface is an interface displayed by the user terminal after responding to a trigger operation on a link carried in a target short message, and the target short message is a short message sent to the user terminal by a call center after the user terminal initiates a call to the call center.

Optionally, the target short message further includes guidance information, where the guidance information is used to indicate an operation step of establishing the video connection through the link trigger.

Optionally, the apparatus further comprises:

and the return module is used for returning a connection success response to the call center after the video connection between the information interaction platform and the user terminal is successfully established.

Fig. 21 is a block diagram illustrating a configuration of an on-site survey information collecting apparatus according to an exemplary embodiment of the present application. The on-site survey information acquisition device can be used in a user terminal to execute all or part of the steps executed by the user terminal in the method shown in the corresponding embodiment of fig. 6 or fig. 7. The on-site survey information acquisition device can comprise the following modules:

a second presentation module 2101, configured to present a designated application interface in an information interaction application, where the information interaction application is an application program of the information interaction platform corresponding to the user terminal;

a second establishing module 2102, configured to initiate a video access request to an agent terminal through the specified application interface, where the video connection request is used to trigger the agent terminal to establish a video connection with the user terminal through the information interaction platform;

a second acquisition module 2103 for acquiring a scene video picture;

a transmission module 2104 configured to transmit the live video frame to the seat terminal through the video connection, so that the seat terminal displays the live video frame in a video communication interface, and acquires live survey information from the live video frame when receiving an information acquisition operation.

Optionally, the second presenting module 2101 is specifically configured to,

responding to the triggering operation of the link carried in the target short message, and displaying the specified application interface; the target short message is the short message which is sent to the user terminal by the call center after the user terminal initiates a call to the call center.

It should be noted that: in the device provided in the foregoing embodiment, when the above steps are executed, only the division of the above functional modules is taken as an example, and in practical applications, the above function distribution may be completed by different functional modules according to needs, that is, the internal structure of the device is divided into different functional modules, so as to complete all or part of the functions described above. In addition, the apparatus provided by the above embodiment and the method embodiment of the on-site survey information acquisition method belong to the same concept, and the specific implementation process thereof is described in detail in the method embodiment and is not described herein again.

Fig. 22 is a block diagram illustrating a structure of a computer device 2200 according to an exemplary embodiment of the present application. The computer device 2200 may be a user terminal such as a smartphone, a tablet, a laptop, or a desktop computer. Computer device 2200 may also be referred to by other names such as user equipment, portable terminals, laptop terminals, desktop terminals, and the like.

Generally, computer device 2200 includes: a processor 2201 and a memory 2202.

The processor 2201 may include one or more processing cores, such as a 4-core processor, an 8-core processor, and so on. The processor 2201 may be implemented in at least one hardware form of a DSP (Digital Signal Processing), an FPGA (Field-Programmable Gate Array), and a PLA (Programmable Logic Array). The processor 2201 may also include a main processor and a coprocessor, where the main processor is a processor for processing data in an awake state, and is also called a Central Processing Unit (CPU); a coprocessor is a low power processor for processing data in a standby state. In some embodiments, the processor 2201 may be integrated with a GPU (Graphics Processing Unit), which is responsible for rendering and drawing the content required to be displayed on the display screen. In some embodiments, the processor 2201 may further include an AI (Artificial Intelligence) processor for processing computing operations related to machine learning.

Memory 2202 may include one or more computer-readable storage media, which may be non-transitory. Memory 2202 may also include high-speed random access memory, as well as non-volatile memory, such as one or more magnetic disk storage devices, flash memory storage devices. In some embodiments, a non-transitory computer readable storage medium in the memory 2202 is configured to store at least one instruction for execution by the processor 2201 to implement all or part of the steps performed by the user terminal in the field survey information gathering method provided by the method embodiments of the present application.

In some embodiments, the computer device 2200 may further optionally include: a peripheral interface 2203 and at least one peripheral. The processor 2201, memory 2202, and peripheral interface 2203 may be connected by a bus or signal line. Various peripheral devices may be connected to peripheral interface 2203 via a bus, signal line, or circuit board. Specifically, the peripheral device includes: at least one of radio frequency circuitry 2204, a touch display 2205, a camera 2206, audio circuitry 2207, a positioning component 2208, and a power source 2209.

The peripheral interface 2203 may be used to connect at least one peripheral associated with I/O (Input/Output) to the processor 2201 and the memory 2202. In some embodiments, the processor 2201, memory 2202, and peripheral interface 2203 are integrated on the same chip or circuit board; in some other embodiments, any one or both of the processor 2201, the memory 2202, and the peripheral device interface 2203 may be implemented on separate chips or circuit boards, which are not limited in this embodiment.

The Radio Frequency circuit 2204 is used for receiving and transmitting RF (Radio Frequency) signals, also called electromagnetic signals. The radio frequency circuit 2204 communicates with a communication network and other communication devices via electromagnetic signals. The radio frequency circuit 2204 converts an electric signal into an electromagnetic signal to transmit, or converts a received electromagnetic signal into an electric signal. Optionally, the radio frequency circuit 2204 comprises: an antenna system, an RF transceiver, one or more amplifiers, a tuner, an oscillator, a digital signal processor, a codec chipset, a subscriber identity module card, and so forth. The radio frequency circuit 2204 may communicate with other terminals via at least one wireless communication protocol. The wireless communication protocols include, but are not limited to: the world wide web, metropolitan area networks, intranets, generations of mobile communication networks (2G, 3G, 4G, and 5G), Wireless local area networks, and/or WiFi (Wireless Fidelity) networks. In some embodiments, the rf circuit 2204 may also include NFC (Near Field Communication) related circuits, which are not limited in this application.

The display 2205 is used to display a UI (User Interface). The UI may include graphics, text, icons, video, and any combination thereof. When the display screen 2205 is a touch display screen, the display screen 2205 also has the ability to acquire touch signals on or over the surface of the display screen 2205. The touch signal may be input to the processor 2201 as a control signal for processing. At this point, the display 2205 may also be used to provide virtual buttons and/or a virtual keyboard, also referred to as soft buttons and/or a soft keyboard. In some embodiments, the display 2205 may be one, providing a front panel of the computer device 2200; in other embodiments, the display 2205 can be at least two, respectively disposed on different surfaces of the computer device 2200 or in a folded design; in still other embodiments, the display 2205 may be a flexible display disposed on a curved surface or on a folded surface of the computer device 2200. Even more, the display 2205 can be arranged in a non-rectangular irregular figure, i.e. a shaped screen. The Display screen 2205 may be made of LCD (Liquid Crystal Display), OLED (organic light-Emitting Diode), or other materials.

The camera assembly 2206 is used to capture images or video. Optionally, camera assembly 2206 includes a front camera and a rear camera. Generally, a front camera is disposed at a front panel of the terminal, and a rear camera is disposed at a rear surface of the terminal. In some embodiments, the number of the rear cameras is at least two, and each rear camera is any one of a main camera, a depth-of-field camera, a wide-angle camera and a telephoto camera, so that the main camera and the depth-of-field camera are fused to realize a background blurring function, and the main camera and the wide-angle camera are fused to realize panoramic shooting and VR (Virtual Reality) shooting functions or other fusion shooting functions. In some embodiments, camera assembly 2206 may also include a flash. The flash lamp can be a monochrome temperature flash lamp or a bicolor temperature flash lamp. The double-color-temperature flash lamp is a combination of a warm-light flash lamp and a cold-light flash lamp, and can be used for light compensation at different color temperatures.

The audio circuit 2207 may include a microphone and a speaker. The microphone is used for collecting sound waves of a user and the environment, converting the sound waves into electric signals, and inputting the electric signals into the processor 2201 for processing or inputting the electric signals into the radio frequency circuit 2204 for realizing voice communication. For stereo capture or noise reduction purposes, the microphones may be multiple and located at different locations on the computer device 2200. The microphone may also be an array microphone or an omni-directional pick-up microphone. The speaker is used to convert electrical signals from the processor 2201 or the radio frequency circuit 2204 into sound waves. The loudspeaker can be a traditional film loudspeaker or a piezoelectric ceramic loudspeaker. When the speaker is a piezoelectric ceramic speaker, the speaker can be used for purposes such as converting an electric signal into a sound wave audible to a human being, or converting an electric signal into a sound wave inaudible to a human being to measure a distance. In some embodiments, the audio circuitry 2207 may also include a headphone jack.

The Location component 2208 is configured to locate a current geographic Location of the computer device 2200 for navigation or LBS (Location Based Service). The Positioning component 2208 may be based on the Global Positioning System (GPS) in the united states, the beidou System in china, the Global Navigation Satellite System (GLONASS) in russia, or the galileo System in europe.

The power supply 2209 is used to supply power to various components in the computer device 2200. The power source 2209 can be alternating current, direct current, disposable batteries, or rechargeable batteries. When the power source 2209 includes a rechargeable battery, the rechargeable battery may be a wired rechargeable battery or a wireless rechargeable battery. The wired rechargeable battery is a battery charged through a wired line, and the wireless rechargeable battery is a battery charged through a wireless coil. The rechargeable battery may also be used to support fast charge technology.

In some embodiments, computer device 2200 also includes one or more sensors 2210. The one or more sensors 2210 include, but are not limited to: acceleration sensor 2211, gyro sensor 2212, pressure sensor 2213, fingerprint sensor 2214, optical sensor 2215 and proximity sensor 2216.

The acceleration sensor 2211 can detect the magnitude of acceleration on three coordinate axes of the coordinate system established with the computer apparatus 2200. For example, the acceleration sensor 2211 may be used to detect components of the gravitational acceleration in three coordinate axes. The processor 2201 may control the touch display 2205 to display the user interface in a landscape view or a portrait view according to the gravitational acceleration signal collected by the acceleration sensor 2211. The acceleration sensor 2211 may also be used for acquisition of motion data of a game or a user.

The gyro sensor 2212 may detect a body direction and a rotation angle of the computer device 2200, and the gyro sensor 2212 may cooperate with the acceleration sensor 2211 to acquire a 3D motion of the user on the computer device 2200. The processor 2201 may implement the following functions according to the data collected by the gyro sensor 2212: motion sensing (such as changing the UI according to a user's tilting operation), image stabilization at the time of photographing, game control, and inertial navigation.

The pressure sensors 2213 may be disposed on the side bezel of the computer device 2200 and/or on the lower layer of the touch display 2205. When the pressure sensor 2213 is arranged on the side frame of the computer device 2200, the holding signal of the user to the computer device 2200 can be detected, and the processor 2201 performs left-right hand identification or quick operation according to the holding signal acquired by the pressure sensor 2213. When the pressure sensor 2213 is arranged at the lower layer of the touch display screen 2205, the processor 2201 controls the operability control on the UI interface according to the pressure operation of the user on the touch display screen 2205. The operability control comprises at least one of a button control, a scroll bar control, an icon control and a menu control.

The fingerprint sensor 2214 is used for collecting the fingerprint of the user, and the processor 2201 identifies the identity of the user according to the fingerprint collected by the fingerprint sensor 2214, or the fingerprint sensor 2214 identifies the identity of the user according to the collected fingerprint. Upon recognizing that the user's identity is a trusted identity, the processor 2201 authorizes the user to perform relevant sensitive operations, including unlocking a screen, viewing encrypted information, downloading software, paying for and changing settings, etc. The fingerprint sensor 2214 may be disposed on the front, back, or side of the computer device 2200. When a physical key or vendor Logo is provided on the computer device 2200, the fingerprint sensor 2214 may be integrated with the physical key or vendor Logo.

The optical sensor 2215 is used to collect the ambient light intensity. In one embodiment, the processor 2201 may control the display brightness of the touch display 2205 according to the ambient light intensity collected by the optical sensor 2215. Specifically, when the ambient light intensity is high, the display brightness of the touch display 2205 is increased; when the ambient light intensity is low, the display brightness of the touch display screen 2205 is turned down. In another embodiment, the processor 2201 may also dynamically adjust the shooting parameters of the camera assembly 2206 according to the intensity of the ambient light collected by the optical sensor 2215.

A proximity sensor 2216, also known as a distance sensor, is typically disposed on the front panel of the computer device 2200. The proximity sensor 2216 is used to capture the distance between the user and the front of the computer device 2200. In one embodiment, when the proximity sensor 2216 detects that the distance between the user and the front face of the computer device 2200 is gradually decreased, the touch display screen 2205 is controlled by the processor 2201 to switch from the bright screen state to the dark screen state; when the proximity sensor 2216 detects that the distance between the user and the front surface of the computer device 2200 gradually becomes larger, the processor 2201 controls the touch display 2205 to switch from the rest screen state to the bright screen state.

Those skilled in the art will appreciate that the configuration shown in fig. 22 is not intended to be limiting of the computer device 2200, and may include more or fewer components than those shown, or some components may be combined, or a different arrangement of components may be used.

Fig. 23 is a schematic structural diagram of a computer device according to an exemplary embodiment of the present application. The computer device 2300 includes a Central Processing Unit (CPU)2301, a system memory 2304 including a Random Access Memory (RAM)2302 and a Read Only Memory (ROM)2303, and a system bus 2305 connecting the system memory 2304 and the central processing unit 2301. The computer device 2300 also includes a basic input/output system (I/O system) 2306 to facilitate transfer of information between devices within the computer, and a mass storage device 2307 to store an operating system 2312, application programs 2313, and other program modules 2314.

The basic input/output system 2306 includes a display 2308 for displaying information and an input device 2309 such as a mouse, keyboard, etc. for user input of information. Wherein the display 2308 and the input device 2309 are both connected to the central processing unit 2301 through an input-output controller 2310 connected to the system bus 2305. The basic input/output system 2306 may also include an input/output controller 2310 for receiving and processing input from a number of other devices, such as a keyboard, mouse, or electronic stylus. Similarly, the input-output controller 2310 also provides output to a display screen, a printer, or other type of output device.

The mass storage device 2307 is connected to the central processing unit 2301 through a mass storage controller (not shown) connected to the system bus 2305. The mass storage device 2307 and its associated computer-readable media provide non-volatile storage for the computer device 2300. That is, the mass storage device 2307 may include a computer-readable medium (not shown), such as a hard disk or CD-ROM drive.

The computer readable media may include computer storage media and communication media. Computer storage media includes volatile and nonvolatile, removable and non-removable media implemented in any method or technology for storage of information such as computer readable instructions, data structures, program modules or other data. Computer storage media includes RAM, ROM, EPROM, EEPROM, flash memory or other solid state memory technology, CD-ROM, DVD, or other optical storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices. Of course, those skilled in the art will appreciate that the computer storage media is not limited to the foregoing. The system memory 2304 and mass storage device 2307 described above may be collectively referred to as memory.

The computer device 2300 may be connected to the internet or other network devices through the network interface unit 2311 connected to the system bus 2305.

The memory further includes one or more programs, the one or more programs are stored in the memory, and the central processing unit 2301 implements all or part of the steps executed by the agent terminal in the methods provided by the above embodiments of the present application by executing the one or more programs.

In an exemplary embodiment, a non-transitory computer readable storage medium comprising instructions, such as a memory comprising computer programs (instructions), executable by a processor of a computer device to perform all or part of the steps of the methods shown in the various embodiments of the present application, is also provided. For example, the non-transitory computer readable storage medium may be a ROM, a Random Access Memory (RAM), a CD-ROM, a magnetic tape, a floppy disk, an optical data storage device, and the like.

Other embodiments of the present application will be apparent to those skilled in the art from consideration of the specification and practice of the invention disclosed herein. This application is intended to cover any variations, uses, or adaptations of the invention following, in general, the principles of the application and including such departures from the present disclosure as come within known or customary practice within the art to which the invention pertains. It is intended that the specification and examples be considered as exemplary only, with a true scope and spirit of the application being indicated by the following claims.

It will be understood that the present application is not limited to the precise arrangements described above and shown in the drawings and that various modifications and changes may be made without departing from the scope thereof. The scope of the application is limited only by the appended claims.

Claims

1. A method for collecting on-site survey information, which is executed by an agent terminal, the method comprising:

2. The method of claim 1, wherein said collecting field survey information from said field video frames upon receiving an information collection operation comprises:

3. The method of claim 2, wherein said obtaining said site survey information based on said screenshot image and said information acquisition type comprises:

4. The method of claim 3, wherein said acquiring said screenshot image as said site survey information comprises:

acquiring the definition of a target object contained in the screen shot image;

5. The method of claim 2, wherein said obtaining said site survey information based on said screenshot image and said information acquisition type comprises:

6. The method of claim 2, wherein said obtaining said site survey information based on said screenshot image and said information acquisition type comprises:

and acquiring the user identity information as the site survey information.

7. The method of claim 1,

the specified application interface is an interface displayed by the user terminal after responding to the triggering operation of the link carried in the target short message, and the target short message is the short message sent to the user terminal by the call center after the user terminal initiates a call to the call center.

8. A method for collecting on-site survey information, the method being performed by a user terminal, the method comprising:

collecting a field video picture;

9. The method of claim 8, wherein the presenting a specific application interface in the information interaction application comprises:

10. A method for collecting information for site survey, the method comprising:

11. A method for collecting information for site survey, the method comprising:

collecting a field video picture;

12. An on-site survey information acquisition device, the device being used in an agent terminal, the device comprising:

13. An on-site survey information acquisition apparatus, wherein the apparatus is used in a user terminal, the apparatus comprising:

the second acquisition module is used for acquiring a field video picture;

14. A computer device comprising a processor and a memory, wherein the memory has stored therein at least one instruction, at least one program, a set of codes, or a set of instructions, which is loaded and executed by the processor to implement the method of site survey information collection according to any one of claims 1 to 11.

15. A computer readable storage medium having stored therein at least one instruction, at least one program, a set of codes, or a set of instructions, which is loaded and executed by a processor to implement the method of site survey information collection according to any one of claims 1 to 11.