CN112163084B

CN112163084B - Problem feedback method, device, medium and electronic equipment

Info

Publication number: CN112163084B
Application number: CN202011139875.1A
Authority: CN
Inventors: 郭恺懿
Original assignee: Tencent Technology Shenzhen Co Ltd
Current assignee: Tencent Technology Shenzhen Co Ltd
Priority date: 2020-10-22
Filing date: 2020-10-22
Publication date: 2024-03-22
Anticipated expiration: 2040-10-22
Also published as: CN112163084A

Abstract

The application provides a problem feedback method, a device, a medium and electronic equipment. The method comprises the following steps: responding to the problem feedback instruction, and starting a problem feedback function corresponding to the problem feedback instruction; receiving feedback voice information based on a problem feedback function; executing a control instruction acting on the terminal to perform screen recording processing on the terminal to generate a screen recording video; and packaging the recorded video and the feedback voice information to generate a problem feedback file, and uploading the problem feedback file to a server side. On one hand, sufficient effective information is provided for problem feedback, a threshold for describing the problem is reduced, and the flow of the problem feedback is simplified; on the other hand, the problem feedback file is uploaded to the server, so that the accuracy and instantaneity of the problem feedback are improved, and the problem of feedback is accurately positioned by a developer, so that the problem of feedback is rapidly and effectively solved.

Description

Problem feedback method, device, medium and electronic equipment

Technical Field

The present application relates to the field of electronic information technology, and in particular, to a problem feedback method, a problem feedback device, a computer readable medium, and an electronic apparatus.

Background

With the rapid development of the internet, people are increasingly accustomed to using intelligent terminals to solve various demands in life. However, as the functions of the intelligent terminal are increased, the probability of occurrence of problems is increased, and thus, the desire of people to feed back personal problems is also becoming stronger.

However, the feedback problem is easy to deviate by dialing customer service calls, and a certain use threshold is also provided for problem feedback on the problem feedback page, so that feedback experience is not natural and smooth enough.

In view of this, there is a need in the art to develop a new problem feedback method and apparatus.

It should be noted that the information disclosed in the foregoing background section is only for enhancing understanding of the background of the present application and may therefore include information that does not form the prior art that is already known to those of ordinary skill in the art.

Disclosure of Invention

An object of the present application is to provide a problem feedback method, a problem feedback device, a computer readable medium and an electronic device, so as to overcome the technical problems of insufficient feedback accuracy and high use threshold to at least a certain extent.

Other features and advantages of the present application will be apparent from the following detailed description, or may be learned in part by the practice of the application.

According to one aspect of the embodiments of the present application, there is provided a problem feedback method, applied to a terminal, including: responding to a problem feedback instruction, and starting a problem feedback function corresponding to the problem feedback instruction;

receiving feedback voice information based on the problem feedback function;

executing a control instruction acting on the terminal to perform screen recording processing on the terminal to generate a screen recording video;

and packaging the screen recording video and the feedback voice information to generate a problem feedback file, and uploading the problem feedback file to a server side.

According to an aspect of the embodiments of the present application, there is provided a problem feedback apparatus, including: a function starting module configured to start a problem feedback function corresponding to a problem feedback instruction in response to the problem feedback instruction;

a voice receiving module configured to receive feedback voice information based on the problem feedback function;

the terminal screen recording module is configured to execute a control instruction acting on the terminal so as to record the screen of the terminal to generate a screen recording video;

and the file uploading module is configured to package the screen recording video and the feedback voice information to generate a problem feedback file, and upload the problem feedback file to a server side.

In some embodiments of the present application, based on the above technical solutions, the file uploading module includes: a log acquisition unit configured to acquire a feedback log corresponding to the problem feedback function;

and the packaging processing unit is configured to package the recorded video, the feedback voice information and the feedback log to generate a problem feedback file.

In some embodiments of the present application, based on the above technical solutions, the problem feedback device further includes: the result receiving module is configured to send the feedback voice information to the server side and receive the recognition processing result returned by the server side;

and the information storage module is configured to store the feedback voice information on the terminal according to the recognition processing result.

In some embodiments of the present application, based on the above technical solutions, the problem feedback device further includes:

and a function closing module configured to close the problem feedback function in response to ending the feedback instruction.

In some embodiments of the present application, based on the above technical solutions, the problem feedback device further includes: and the information processing module is configured to receive end information, and the end feedback instruction is an instruction generated by processing the end information.

In some embodiments of the present application, based on the above technical solution, the end information is voice information.

In some embodiments of the present application, based on the above technical solutions, the function closing module includes: an information transmitting unit configured to transmit the end information to a server side;

and the instruction response unit is configured to respond to an ending feedback instruction returned by the server side and close the problem feedback function.

In some embodiments of the present application, based on the above technical solutions, the problem feedback device further includes: the information return module is configured to receive successful uploading information returned by the server side;

and the identification display module is configured to generate a feedback success identification according to the success uploading information and display the feedback success identification on the terminal.

In some embodiments of the present application, based on the above technical solutions, the problem feedback device further includes: and the identification generation module is configured to generate a feedback identification corresponding to the problem feedback function and display the feedback identification on the terminal.

In some embodiments of the present application, based on the above technical solutions, the problem feedback device further includes: and the starting information module is configured to receive starting information, and the problem feedback instruction is an instruction generated by processing the starting information.

In some embodiments of the present application, based on the above technical solution, the start information is voice information.

In some embodiments of the present application, based on the above technical solutions, the function starting module includes: the starting information unit is configured to send the starting information to a server side;

the instruction feedback unit is configured to respond to the problem feedback instruction returned by the server side and start a problem feedback function corresponding to the problem feedback instruction.

According to an aspect of the embodiments of the present application, another method for feeding back a problem is provided, and the method is applied to a server, and includes: receiving starting information sent by a terminal, and processing the starting information to generate a problem feedback instruction;

sending the problem feedback instruction to the terminal;

and receiving a problem feedback file sent by the terminal, wherein the problem feedback file comprises a screen recording video and feedback voice information. According to an aspect of the embodiments of the present application, there is provided another problem feedback apparatus, including: the voice recognition module is configured to receive starting information sent by the terminal and perform voice recognition processing on the starting information to generate a problem feedback instruction;

The instruction sending module is configured to send the problem feedback instruction to the terminal;

and the file content module is configured to receive a problem feedback file sent by the terminal, wherein the problem feedback file comprises a screen recording video and feedback voice information.

In some embodiments of the present application, based on the above technical solutions, the problem identification module includes: and the voice instruction unit is configured to perform voice recognition processing on the voice information to generate a problem feedback instruction.

In some embodiments of the present application, based on the above technical solutions, the file content module includes: the file receiving unit is configured to receive a problem feedback file sent by the terminal and generate successful uploading information corresponding to the problem feedback file;

and an uploading information unit configured to send the successful uploading information to the terminal.

In some embodiments of the present application, based on the above technical solutions, the problem feedback device further includes: the result acquisition module is configured to receive feedback voice information sent by the terminal and perform voice recognition processing on the feedback voice information to obtain a recognition processing result;

And the result sending module is configured to send the identification processing result to the terminal.

In some embodiments of the present application, based on the above technical solutions, the problem feedback device further includes: the ending instruction module is configured to receive ending information and process the ending information to generate an ending feedback instruction;

and the ending sending module is configured to send the ending feedback instruction to the terminal.

In some embodiments of the present application, based on the above technical solutions, the problem feedback device further includes: and the ending instruction module is configured to send the ending feedback instruction to the terminal if the identification processing result is that.

According to an aspect of the embodiments of the present application, there is provided a computer readable medium having stored thereon a computer program which, when executed by a processor, implements a problem feedback method as in the above technical solution.

According to an aspect of the embodiments of the present application, there is provided an electronic device including: a processor; and a memory for storing executable instructions of the processor; wherein the processor is configured to perform the problem feedback method as in the above technical solution via execution of the executable instructions.

In the technical scheme provided by the embodiment of the application, on one hand, based on the problem feedback function, the feedback voice information is received, the screen recording video is generated, the user is supported to record the voice and the video while operating the terminal, the voice information and the screen recording video are combined in real time, sufficient effective information is provided for the problem feedback, the threshold for describing the problem is also reduced, and the flow of the problem feedback is simplified; on the other hand, the problem feedback file is uploaded to the server, so that the accuracy and instantaneity of the problem feedback are improved, and the problem of feedback is accurately positioned by a developer, so that the problem of feedback is rapidly and effectively solved.

It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the application.

Drawings

The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the application and together with the description, serve to explain the principles of the application. It is apparent that the drawings in the following description are only some embodiments of the present application, and that other drawings may be obtained from these drawings without inventive effort for a person of ordinary skill in the art. In the drawings:

FIG. 1 schematically illustrates an exemplary system architecture diagram to which the present application technical solution is applied;

FIG. 2 schematically illustrates a flow chart of steps of a problem feedback method in some embodiments of the present application;

FIG. 3 schematically illustrates a flow chart of steps of a method of responding to a problem feedback instruction in some embodiments of the present application;

FIG. 4 schematically illustrates a flow chart of steps of a method of storing feedback speech information in some embodiments of the present application;

FIG. 5 schematically illustrates a flow chart of steps of a method of shutting down a problem feedback function in some embodiments of the present application;

FIG. 6 schematically illustrates a flow chart of steps of a method of generating a problem feedback file in some embodiments of the present application;

FIG. 7 schematically illustrates a flow chart of steps of a method of generating a feedback success identification in some embodiments of the present application;

FIG. 8 schematically illustrates a flow chart of steps of another problem feedback method in some embodiments of the present application;

FIG. 9 schematically illustrates a flow chart of steps of a method of transmitting recognition processing results in some embodiments of the present application;

FIG. 10 schematically illustrates a flow chart of steps of a method of sending an end feedback instruction in some embodiments of the present application;

FIG. 11 schematically illustrates a flow chart of steps of a method of transmitting successful upload information in some embodiments of the present application;

FIG. 12 schematically illustrates a timing flowchart of a problem feedback method in an application scenario according to an embodiment of the present application;

FIG. 13 schematically illustrates an interface diagram of voice keys of a remote control in an embodiment of the present application;

FIG. 14 schematically illustrates an interface diagram for waiting for a problem feedback instruction to be received in an embodiment of the present application;

FIG. 15 schematically illustrates an interface diagram for receiving a problem feedback instruction in an embodiment of the present application;

FIG. 16 schematically illustrates an interface for receiving feedback voice information in an embodiment of the present application;

FIG. 17 schematically illustrates an interface diagram showing an end feedback indicator in an embodiment of the present application;

FIG. 18 schematically illustrates an interface diagram showing feedback success identification in an embodiment of the present application;

FIG. 19 schematically illustrates a block diagram of a problem feedback device in some embodiments of the present application;

FIG. 20 schematically illustrates a block diagram of another problem feedback device in some embodiments of the present application;

fig. 21 schematically shows a schematic of a computer system suitable for use in implementing the electronic device of the embodiments of the present application.

Detailed Description

Example embodiments will now be described more fully with reference to the accompanying drawings. However, the exemplary embodiments may be embodied in many forms and should not be construed as limited to the examples set forth herein; rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of the example embodiments to those skilled in the art.

Furthermore, the described features, structures, or characteristics may be combined in any suitable manner in one or more embodiments. In the following description, numerous specific details are provided to give a thorough understanding of embodiments of the present application. One skilled in the relevant art will recognize, however, that the aspects of the application can be practiced without one or more of the specific details, or with other methods, components, devices, steps, etc. In other instances, well-known methods, devices, implementations, or operations are not shown or described in detail to avoid obscuring aspects of the application.

The block diagrams depicted in the figures are merely functional entities and do not necessarily correspond to physically separate entities. That is, the functional entities may be implemented in software, or in one or more hardware modules or integrated circuits, or in different networks and/or processor devices and/or microcontroller devices.

The flow diagrams depicted in the figures are exemplary only, and do not necessarily include all of the elements and operations/steps, nor must they be performed in the order described. For example, some operations/steps may be decomposed, and some operations/steps may be combined or partially combined, so that the order of actual execution may be changed according to actual situations.

In the related art in the art, there are mainly two ways of feeding back the problem.

One of them is to make a question feedback by making a customer service call. However, this method cannot display information of a problem screen and log information, and the problem feedback is likely to deviate, and the feedback cost is high.

And the other is to fill out the problem description and upload the problem screenshot in the problem feedback page, and can acquire log information and send the problem description, the problem screenshot and the log information to the server side together.

In general, there are multiple feedback types in the opinion feedback entry of the question feedback page. By determining the type of feedback to be fed back, the corresponding log may be uploaded.

After uploading the feedback type log, another problem feedback page can be generated by scanning the two-dimensional code.

In the question feedback page, text description can be performed on the question type, related pictures or films and other multimedia data can be uploaded, and contents such as contact ways of users with feedback questions can be attached.

Although the second mode can automatically upload three parts of contents of text description, problem screenshot and log information, the method is more detailed and accurate compared with the mode of calling customer service telephone to feed back the problem. However, this method requires the user to use the external image capturing device to capture the content such as the problem screenshot, and to perform feedback on a specific feedback page, so that a certain use threshold exists for the user, and the feedback experience is not natural and smooth enough.

Based on the problems of the scheme, the application provides an artificial intelligence-based problem feedback method, an artificial intelligence-based problem feedback device, a computer-readable medium and electronic equipment.

Artificial intelligence (Artificial Intelligence, AI) is the theory, method, technique and application system that uses a digital computer or a machine controlled by a digital computer to simulate, extend and extend human intelligence, sense the environment, acquire knowledge and use the knowledge to obtain optimal results. In other words, artificial intelligence is an integrated technology of computer science that attempts to understand the essence of intelligence and to produce a new intelligent machine that can react in a similar way to human intelligence. Artificial intelligence, i.e. research on design principles and implementation methods of various intelligent machines, enables the machines to have functions of sensing, reasoning and decision.

The artificial intelligence technology is a comprehensive subject, and relates to the technology with wide fields, namely the technology with a hardware level and the technology with a software level. Artificial intelligence infrastructure technologies generally include technologies such as sensors, dedicated artificial intelligence chips, cloud computing, distributed storage, big data processing technologies, operation/interaction systems, mechatronics, and the like. The artificial intelligence software technology mainly comprises a computer vision technology, a voice processing technology, a natural language processing technology, machine learning/deep learning and other directions.

Among the key technologies of the speech technology (Speech Technology) are automatic speech recognition technology (ASR) and speech synthesis technology (TTS) and voiceprint recognition technology. The method can enable the computer to listen, watch, say and feel, is the development direction of human-computer interaction in the future, and voice becomes one of the best human-computer interaction modes in the future.

Machine Learning (ML) is a multi-domain interdisciplinary, involving multiple disciplines such as probability theory, statistics, approximation theory, convex analysis, algorithm complexity theory, etc. It is specially studied how a computer simulates or implements learning behavior of a human to acquire new knowledge or skills, and reorganizes existing knowledge structures to continuously improve own performance. Machine learning is the core of artificial intelligence, a fundamental approach to letting computers have intelligence, which is applied throughout various areas of artificial intelligence. Machine learning and deep learning typically include techniques such as artificial neural networks, confidence networks, reinforcement learning, transfer learning, induction learning, teaching learning, and the like.

The voice recognition technology and the machine learning are utilized to carry out voice recognition processing on the starting voice information, so that the terminal can start a problem feedback function to carry out problem feedback, the accuracy and the instantaneity of the problem feedback are improved, the threshold of problem description is reduced, and the feedback problem can be rapidly and effectively solved.

Fig. 1 shows a schematic diagram of an exemplary system architecture to which the technical solution of the present application is applied.

As shown in fig. 1, the system architecture 100 may include a terminal 110, a network 120, and a server side 130. Wherein the terminal 110 and the server 130 are connected through the network 120. The terminal 110 may be a desktop terminal or a mobile terminal, and the mobile terminal may be at least one of a mobile phone, a tablet computer, a notebook computer, etc.; the network 120 may be a communication medium of various connection types capable of providing a communication link between the user terminal 110 and the server side 130, for example, a wired communication link, a wireless communication link, or a fiber optic cable, etc.; the server 130 may be implemented as a stand-alone server or as a server cluster formed by a plurality of servers.

Specifically, the server 130 receives the start information, processes the start information to generate a problem feedback instruction, and sends the problem feedback instruction to the terminal 110; further, the server 130 receives a problem feedback file sent by the terminal 110, where the problem feedback file includes video recording and feedback voice information.

Further, the terminal 110 may start a problem feedback function corresponding to the problem feedback instruction in response to the problem feedback instruction; receiving feedback voice information based on the problem feedback function; then, executing a control instruction acting on the terminal 110 to perform screen recording processing on the terminal to generate a screen recording video; further, the terminal 110 performs packaging processing on the recorded video and the feedback voice information to generate a problem feedback file, and uploads the problem feedback file to the server 130.

In addition, the problem feedback method in the embodiment of the present application may be applied to a terminal, and may also be applied to a server, which is not particularly limited in the present application. The embodiments of the present application are illustrated with the problem feedback method applied to the terminal 110 and the server 130, respectively.

The artificial intelligence-based problem feedback method, the problem feedback device, the computer-readable medium and the electronic device provided by the application are described in detail below with reference to the specific embodiments.

The present application provides a problem feedback method that may be applied to the terminal 110 in fig. 1, and may also be applied to other terminals, which is not particularly limited in this exemplary embodiment.

The embodiments of the present application are mainly illustrated by applying the problem feedback method to the terminal 110.

Fig. 2 schematically illustrates a step flow diagram of a problem feedback method in some embodiments of the present application, as shown in fig. 2, the problem feedback method may mainly include the following steps:

and S210, responding to the problem feedback instruction, and starting a problem feedback function corresponding to the problem feedback instruction.

And S220, receiving feedback voice information based on the problem feedback function.

And S230, executing a control instruction acting on the terminal to perform screen recording processing on the terminal to generate a screen recording video.

S240, packaging the recorded video and the feedback voice information to generate a problem feedback file, and uploading the problem feedback file to a server side.

In the exemplary embodiment of the application, on one hand, based on the problem feedback function, the feedback voice information is received, the screen recording video is generated, the user is supported to record voice and video while operating the terminal, the voice information and the screen recording video are combined in real time, sufficient effective information is provided for the problem feedback, the threshold for describing the problem is also reduced, and the flow of the problem feedback is simplified; on the other hand, the problem feedback file is uploaded to the server, so that the accuracy and instantaneity of the problem feedback are improved, and the problem feedback is accurately positioned by a developer, so that the problem fed back is rapidly and effectively solved.

The steps of the problem feedback method are described in detail below.

In step S210, in response to the issue feedback instruction, an issue feedback function corresponding to the issue feedback instruction is started.

In an exemplary embodiment of the present application, the response is indicative of a condition or state upon which an operation associated with an instruction sent by the server side is dependent. The one or more operations performed may be in real-time or may be implemented with a set delay when the dependent condition or state is satisfied. Without particular setting, when a plurality of operations are performed, there is no limitation of the execution sequence of the plurality of operations.

In an alternative embodiment, the start information is received, and the problem feedback instruction is an instruction generated by processing the start information.

The starting information may be information that the terminal receives from the server, or may be information that a user inputs at the terminal through a remote controller or other devices, and the source of the starting information is not limited in particular in this exemplary embodiment.

In an alternative embodiment, the initiation information is voice information.

When the start information is voice information, the voice information may be voice information of the user acquired in real time, or may be voice information obtained by other means, which is not particularly limited in this exemplary embodiment.

For example, the voice information may be voice information of "problem feedback", voice information including "problem feedback", or other voice information, which is not particularly limited in the present exemplary embodiment.

The mode of receiving the voice information can be received through a remote controller which is matched with the terminal and can collect the voice information. In addition, the voice information received by the controller may be also through a device such as a mobile phone, which is not particularly limited in the present exemplary embodiment.

Specifically, when the user presses a voice key of the remote controller, voice information such as "problem feedback" can be uttered against the remote controller. Then, the remote controller transmits voice information to the terminal through the Bluetooth technology, so that the terminal can collect the voice information uttered by the user in real time.

Further, the terminal may send the received start information to a corresponding server through a network, so that the server processes the start information to obtain a problem feedback instruction.

In an alternative embodiment, FIG. 3 shows a flow chart of steps of a method of responding to a problem feedback instruction, as shown in FIG. 3, the method comprising at least the steps of: in step S310, the start-up information is sent to the server side.

Specifically, when the start information is voice information, the voice information may also be sent to a corresponding server through a network. In addition, when the start-up information is information in other forms, the start-up information may be transmitted in a corresponding manner, and the form and transmission manner of the start-up information are not particularly limited in this example.

In step S320, in response to the problem feedback instruction returned by the server, a problem feedback function corresponding to the problem feedback instruction is started.

After the server side processes the starting information, a problem feedback instruction corresponding to the starting information can be determined, and the problem feedback instruction is returned to the terminal, so that the terminal responds to the problem feedback instruction.

For example, when the start information is voice information, the server may perform voice recognition processing on the voice information to obtain a corresponding problem feedback instruction.

Therefore, when the problem feedback instruction to the server side is satisfied, the problem feedback function can be further started. The voice feedback function can meet the problem that the user can feedback the actual operation through voice information, and can support the user to reproduce the encountered problem.

When responding to the problem feedback instruction, the terminal can start the problem feedback function. The problem feedback function may be supported by the terminal itself, by an application installed on the terminal, or may be implemented in other ways, and the present exemplary embodiment is not particularly limited thereto.

In this exemplary embodiment, by sending the received starting voice information to the server, the problem feedback instruction returned by the server can be responded, the receiving mode is accurate and various, and the setting can be performed according to the actual situation, so as to be widely suitable for different application scenarios.

Further, when the problem feedback function is started, a corresponding identifier can be displayed on the terminal to be used as a reminder for the user to further describe the problem.

In an alternative embodiment, a feedback identification corresponding to the problem feedback function is generated and displayed on the terminal.

The feedback flag may be used as an indication that the problem feedback function is on. For example, the feedback identifier may be an identifier in a word form such as "in question feedback recording", a graphic identifier in a microphone form, or a digital identifier in a form of a user known to characterize a question feedback function of the terminal, which is not particularly limited in this exemplary embodiment.

In step S220, feedback voice information is received based on the question feedback function.

In an exemplary embodiment of the present application, the feedback voice information may be further received in case of turning on the problem feedback function.

The feedback voice information may be voice information for describing a problem encountered by the user, may be voice information of the user acquired in real time, or may be voice information obtained in other manners, which is not particularly limited in the present exemplary embodiment.

The feedback voice information may be received by a remote controller that is matched to the terminal and is capable of collecting the voice information, in the same manner as the receiving of the start information such as the voice information. In addition, the feedback voice information may also be received by a device such as a mobile phone as a controller, which is not particularly limited in the present exemplary embodiment.

Specifically, when the user presses the voice key of the remote controller, feedback voice information such as "screen-on off" or "mobile phone screen-on has no sound" can be spoken to the remote controller. And then, the remote controller transmits feedback voice information to the terminal through a Bluetooth technology, so that the terminal acquires the feedback voice information uttered by the user in real time.

After receiving the feedback voice information, the terminal may further send the feedback voice information to the server, so as to determine whether to store the feedback voice information according to the recognition processing result of the server.

In an alternative embodiment, fig. 4 shows a flowchart of the steps of a method of storing feedback speech information, as shown in fig. 4, the method comprising at least the steps of: in step S410, the feedback voice information is sent to the server, and the recognition processing result returned by the server is received.

When the terminal receives the feedback voice information, the feedback voice information can be sent to a corresponding server through a network, so that the server performs voice recognition processing on the feedback voice information to obtain a recognition processing result.

The recognition processing result may be a determination of whether the feedback voice message is voice message describing a problem. When the recognition processing result is the description information of the problem, the user is indicated to describe the encountered problem through the problem feedback function; and when the recognition processing result is the end feedback instruction, indicating that the user has ended the feedback problem or giving up the feedback of the problem.

Therefore, the server side can return the identification processing result to the terminal, so that the terminal can perform the next processing according to the identification processing result.

In step S420, the feedback voice information is stored on the terminal according to the recognition processing result.

When the recognition processing result returned by the server side is the description information of the problem, the feedback voice information can be stored in the terminal to generate a problem feedback file.

In this exemplary embodiment, the recognition processing result of the feedback voice information by the server side may store the feedback voice information on the terminal, which provides an information basis for generating the problem feedback file later, enriches the form of the problem feedback, and improves the accuracy of the problem feedback from the voice dimension.

In step S230, a manipulation instruction applied to the terminal is executed to perform a screen recording process on the terminal to generate a screen recording video.

In the exemplary embodiment of the present application, the issue-based feedback function may further execute a manipulation instruction acting on the terminal to reproduce an issue to be fed back.

The user performs corresponding operation on the terminal through the remote controller, and transmits a control instruction corresponding to the operation to the terminal through Bluetooth. And the terminal analyzes the control instruction, and can execute the operation indicated by the control instruction according to the analysis result.

In addition, the user may use a device such as a mobile phone as a controller to perform corresponding control to generate the control instruction, which is not limited in this exemplary embodiment.

In addition, in the process of executing the control instruction, screen recording processing can be performed on the terminal.

The android system starts from version 5.0, a method for recording a screen can be provided, and root permission is not needed. The root authority is the super user authority of the android system, is the highest authority of the android system, and can be conveniently deleted or changed for the components of the android system.

Therefore, when the terminal is an android system, the screen recording process can be performed on the execution process of the control instruction to generate a screen recording video as long as the user authorizes. For example, the media projection manager (Media Projection Manager) is a service provided by the android system, and can complete the recording through Media Projection Manager services and generate corresponding recorded video.

Of course, the screen recording process may also be performed according to the requirements of other systems, which is not particularly limited in the present exemplary embodiment.

It should be noted that, based on the problem feedback function, the process of receiving the feedback voice information and performing the screen recording processing on the terminal executing the control instruction may be partially or completely overlapped in time sequence, or may be sequentially executed.

For example, when the process of receiving the feedback voice information and the process of recording the screen has a sequence, the feedback voice information may be recorded integrally, and then the control command is executed integrally to record the screen; or a section of feedback voice information is firstly recorded, then a section of voice information is recorded after the corresponding execution control instruction is recorded, and then the execution control instruction is recorded, so that the circulation can be realized, and other processing modes can be realized.

Further, after the video is generated, the problem feedback function may be turned off.

In an alternative embodiment, the issue feedback function is turned off in response to ending the feedback instruction.

The problem feedback instruction may be directly indicated by an input device such as a remote controller at the terminal side, for example, a button/action is triggered on the remote controller, or other interaction actions are performed at the terminal side, or may be an instruction fed back by the server side, and the source of the problem feedback instruction is not limited in particular in this exemplary embodiment.

In an alternative embodiment, the end information is received and the end feedback instruction is an instruction generated by processing the end information.

Since the end feedback instruction can be generated by the end information, the source of the end information may be received from the terminal or from the server, and the present exemplary embodiment is not particularly limited thereto.

In an alternative embodiment, the end information is voice information.

When the end information is voice information, the voice information may be voice information of a user acquired in real time, may be pre-recorded voice information, or may be voice information obtained by other means, which is not particularly limited in this exemplary embodiment.

For example, the voice information may be voice information of "end feedback", voice information including "end feedback", or other voice information, which is not particularly limited in the present exemplary embodiment.

Specifically, when the user presses a voice key of the remote controller, voice information such as "end feedback" can be uttered against the remote controller. Then, the remote controller transmits voice information to the terminal through the Bluetooth technology, so that the terminal can collect the voice information uttered by the user in real time.

Further, the terminal may send the received end information to a corresponding server through a network, so that the server processes the end information to obtain an end feedback instruction.

In an alternative embodiment, fig. 5 shows a flowchart of the steps of closing the problem feedback function, as shown in fig. 5, the method comprises at least the steps of: in step S510, the end information is sent to the server side.

For example, when the end information is voice information, the voice information may be sent to the server through the network. In addition, when the end information is information of another form, it may be transmitted in a corresponding manner, and the form and transmission manner of the end information in the present exemplary embodiment are not particularly limited.

In step S520, the problem feedback function is turned off in response to the end feedback instruction returned from the server side.

After the server side performs the end information, an end feedback instruction corresponding to the end information can be determined, and the end feedback instruction is returned to the terminal, so that the terminal responds to the problem feedback instruction, and the problem feedback function is closed.

For example, when the ending information is voice information, the server side may perform voice recognition processing on the voice information to obtain a corresponding ending feedback instruction.

In addition, the feedback identifier corresponding to the problem feedback instruction may not be displayed, or the feedback identifier may be updated to an identifier for ending feedback, or may be updated in other feedback identifiers that are convenient for the user to view, which is not limited in particular in this exemplary embodiment.

In this exemplary embodiment, by sending the received end information to the server, the problem feedback function may be turned off in response to the end feedback instruction returned by the server, so that the problem feedback function is turned on and off accurately by the voice information, and the problem feedback process is complete and efficient.

In step S240, the recorded video and the feedback voice information are packaged to generate a problem feedback file, and the problem feedback file is uploaded to the server.

In an exemplary embodiment of the present application, after receiving the feedback voice information and generating the video recording, the video recording and the feedback voice information may be further packaged to generate the problem feedback file. In addition, in order to facilitate the subsequent processing of the problem fed back by the user, the feedback log may be further obtained, and then the problem feedback file may be generated by packaging.

In an alternative embodiment, FIG. 6 shows a flowchart of the steps of a method of generating a problem feedback file, as shown in FIG. 6, the method comprising at least the steps of: in step S610, a feedback log with the problem feedback function is acquired.

The feedback log may be a log saved by writing a local file, and all records of the terminal operation are stored. Therefore, the feedback log may be a log of all records running on the terminal, may be a log of records running only with the problem feedback function, or may be a log of other records corresponding to the problem feedback function set according to the actual situation, which is not particularly limited in this exemplary embodiment.

For example, the feedback log may be obtained by log collection according to the problem feedback function. That is, the operation records of different functions are collected and stored to obtain a plurality of operation logs. Further, the operation log corresponding to the problem feedback function is obtained from the plurality of operation logs, and the operation log is determined to be the feedback log.

In step S620, the recorded video, the feedback voice information and the feedback log are packaged to generate a problem feedback file.

After the feedback log is obtained, the screen recording video, the feedback voice information and the feedback log can be further packaged.

Wherein the packaging process is a process of processing a plurality of files into one file. Therefore, three files of the video recording, the feedback voice information and the feedback log can be packaged and processed into a problem feedback file.

In the present exemplary embodiment, the obtained feedback log, the screen recording video and the feedback voice information are packaged together, so that the effect of quickly positioning the feedback problem through the feedback log can be achieved, time and manpower are saved, and the problem solving efficiency is greatly improved.

Further, after the problem feedback file is generated, the problem feedback file may be uploaded to the server side, so that the server side receives the problem fed back by the user.

In addition, in order to facilitate the user to quickly know the result of the problem feedback, a feedback success identifier corresponding to the uploading result of the problem feedback file can be generated.

In an alternative embodiment, fig. 7 shows a flowchart of the steps of a method of generating a feedback success identification, as shown in fig. 7, the method comprising at least the steps of: in step S710, successful upload information returned from the server side is received.

The successful upload information may be generated when the server receives the file feedback file, and is used to characterize successful data reception. Therefore, when the server receives the problem feedback file, the successful uploading information is generated and sent to the terminal.

In step S720, a feedback success identifier is generated according to the successful uploading information, and the feedback success identifier is displayed on the terminal.

When the terminal receives the successfully uploaded information, a feedback success identification can be correspondingly generated.

The feedback success identification may be used as an identification of a successful receipt of the problem feedback file. For example, the feedback success identifier may be an identifier in a word form such as "problem feedback success", a graphic identifier in a number pattern, or an identifier in a digital form known to the user that the uploading of the problem feedback file of the terminal is successful, which is not limited in this exemplary embodiment.

In this exemplary embodiment, a feedback success identifier may be generated and displayed according to the received success uploading information, so as to display a prompt for success of feedback for the user, so that the user can quickly learn the result of the problem feedback.

Based on the problems existing in the scheme, the application also provides another problem feedback method which is applied to the server side.

The problem feedback method in the embodiment of the present application may be applied to the server side 130 in fig. 1, or may be applied to other server sides, which is not limited in particular in the present exemplary embodiment.

The embodiments of the present application are mainly illustrated by applying the problem feedback method to the server 130.

Fig. 8 schematically illustrates a flow chart of steps of a problem feedback method in some embodiments of the present application. As shown in fig. 8, the problem feedback method may mainly include the steps of:

and S810, receiving starting information sent by the terminal, and processing the starting information to generate a problem feedback instruction.

Step S820, sending a problem feedback instruction to the terminal;

and S830, receiving a problem feedback file sent by the terminal, wherein the problem feedback file comprises a screen recording video and feedback voice information.

In the exemplary embodiment of the application, the voice recognition processing is performed on the starting voice information, and the problem feedback instruction is generated, so that the terminal starts the problem feedback function, the recognition processing mode is simple and accurate, the timeliness is high, and the effect that the terminal can start the problem feedback function immediately is achieved.

In step S810, the start information sent by the terminal is received, and the start information is processed to generate a problem feedback instruction.

In an exemplary embodiment of the present application, when the terminal receives the startup information, the startup information may be transmitted to the server side through the network.

In an alternative embodiment, the initiation information is voice information.

When the start information is voice information, the voice information can also be sent to the server through the network. In addition, when the startup information is information in other forms, the startup information may be sent in other manners, and the form and the sending manner of the startup information are not limited in particular in the present exemplary embodiment.

When the starting information is voice information, the voice information may be voice information of a user acquired in real time, may be pre-recorded voice information, or may be voice information obtained by other modes, which is not particularly limited in this exemplary embodiment.

The mode of receiving the voice information can be received through a remote controller which is matched with the terminal and can collect the voice information. In addition, the voice information may be received by a device such as a mobile phone as a controller, which is not particularly limited in the present exemplary embodiment.

Specifically, when the user presses a voice key of the remote controller, voice information such as "problem feedback" can be uttered against the remote controller. Then, the remote controller transmits voice information to the terminal through the Bluetooth technology, so that the terminal can collect the voice information uttered by the user in real time. Further, the terminal transmits the voice information to the server through the network.

When the server receives the voice information, voice recognition processing can be performed on the voice information.

In an alternative embodiment, the speech recognition process is performed on the speech information to generate the question feedback instructions.

Speech recognition technology refers to the process of recognizing speech information to obtain text information.

Generally, three methods of speech recognition technology are respectively a method based on speech and acoustics, a method of template matching and a method of using an artificial neural network.

The method based on the phonetics and the acoustics comprises segmentation and marking, and generating two parts of contents of the word sequence. The segmentation and labeling can divide the starting voice information into discrete segments according to time, and each segment corresponds to the acoustic characteristics of one or a plurality of voice primitives; each segment is then given a similar phonetic label according to the corresponding acoustic properties. And generating word sequences may generate a network of voice primitives from the sequence of voice tags and derive valid word sequences from the dictionary. Of course, it is also possible to combine the grammar and the semantics of sentences at the same time.

The template matching method mainly comprises four steps of feature extraction, template training, template distribution and judgment. The three common techniques are dynamic time warping, hidden Markov theory and vector quantization.

Dynamic time warping is a nonlinear warping technique that combines time warping with distance measures. The idea of this technique is to lengthen or shorten the arming training of the unknown quantity until it coincides with the length of the reference pattern. Also, in this process, the time axis of the unknown word is unevenly distorted or warped to align its features with the features of the model.

Hidden markov theory is to construct a statistical model of the time-series structure of speech information to be considered as a mathematical double stochastic process. One is an implicit random process that simulates the variation of the statistical properties of the speech signal with a Markov chain having a finite number of states, and the other is a random process of the observation sequence associated with each state of the Markov chain. The voice signal is an observable time-varying sequence, and is a parameter stream of phonemes which are required to be sent by the brain according to grammar knowledge and language, so that the hidden Markov theory can reasonably simulate the process and describe the overall non-stationarity and the local stationarity of the voice signal.

The vector quantization technology is an important signal compression method, and is mainly applicable to speech recognition of small vocabulary and isolated words.

The method using the artificial neural network is an adaptive nonlinear dynamics system in nature, can simulate the principle of human neural activity, has self-adaption, parallelism, robustness, fault tolerance and learning characteristics, and has good application in voice recognition due to strong classification and input-output mapping capability. More commonly used artificial neural networks include deep neural networks (Deep Neural Networks, abbreviated as DNN), recurrent neural networks (Recurrent Neural Network, abbreviated as RNN), long Short-Term Memory artificial neural networks (LSTM), convolutional neural networks (Convolutional Neural Networks, abbreviated as CNN), and the like.

Therefore, voice recognition processing can be performed on voice information by utilizing a voice recognition technology, and corresponding problem feedback instructions are generated.

In step S820, a problem feedback instruction is transmitted to the terminal.

In an exemplary embodiment of the present application, after generating the corresponding problem feedback instruction according to the start information, the problem feedback instruction may be transmitted to the terminal through the network.

In this exemplary embodiment, by performing voice recognition processing on the start information, a problem feedback instruction may be sent to the terminal, so that the terminal starts the problem feedback function, and the threshold of problem feedback is reduced.

Further, after the network feedback instruction is sent to the terminal, feedback voice information sent by the terminal can be received.

In an alternative embodiment, fig. 9 shows a flowchart of the steps of a method of transmitting the result of an identification process, as shown in fig. 9, the method comprising at least the steps of: in step S910, the feedback voice information sent by the terminal is received, and the recognition processing is performed on the feedback voice information to obtain a recognition processing result.

The feedback voice information may be voice information for describing a problem encountered by the user, may be voice information of the user acquired in real time, may be pre-recorded voice information, or may be voice information obtained in other manners, which is not particularly limited in this exemplary embodiment.

The same way as the receiving mode of the starting voice information, the receiving feedback voice information can also be received through a remote controller which is matched with the terminal and can collect the voice information. In addition, the feedback voice information may also be received by a device such as a mobile phone as a controller, which is not particularly limited in the present exemplary embodiment.

Specifically, when the user presses the voice key of the remote controller, feedback voice information such as "screen-on off" or "mobile phone screen-on has no sound" can be spoken to the remote controller. And then, the remote controller transmits feedback voice information to the terminal through a Bluetooth technology, so that the terminal acquires the feedback voice information uttered by the user in real time and sends the feedback voice information to the server side.

When the server receives the feedback voice information, voice recognition processing can be performed on the feedback voice information. The manner of the voice recognition processing is the same as that of the voice recognition processing in step S810, and will not be described here again.

Therefore, the recognition processing result can be obtained after the feedback voice information is subjected to the voice recognition processing by using the voice recognition technology.

In step S920, the recognition processing result is transmitted to the terminal.

After generating the corresponding recognition processing result according to the feedback voice information, the recognition processing result can be sent to the terminal, so that the terminal can perform the next processing according to the recognition processing result. In an alternative embodiment, if the recognition processing result is the end feedback instruction, the end feedback instruction is sent to the terminal.

That is, when the recognition processing result is the end feedback instruction, it is indicated that the user has ended the feedback problem, or the problem feedback is abandoned, and therefore the end feedback instruction may be transmitted to the terminal.

In the present exemplary embodiment, the recognition processing result corresponding to the feedback voice information may be determined through the voice recognition processing, so that the terminal may store the feedback voice information, and further accurately and efficiently generate the problem feedback file.

After the user receives the feedback voice information, the server side can also receive the end information transmitted by the terminal.

In an alternative embodiment, fig. 10 shows a flowchart of the steps of a method of sending an end feedback instruction, as shown in fig. 10, the method comprising at least the steps of: in step S1010, end information is received, and the end information is processed to generate an end feedback instruction.

In an alternative embodiment, the end information is voice information.

Specifically, when the user presses a voice key of the remote controller, voice information such as "end feedback" can be uttered against the remote controller. Then, the remote controller transmits voice information to the terminal through the Bluetooth technology, so that the terminal acquires the voice information uttered by the user in real time and sends the voice information to the server through the network.

After the server receives the voice information, voice recognition processing can be performed on the voice information. The manner of the voice recognition processing is the same as that of the voice recognition processing in step S810, and will not be described here again.

In step S1020, an end feedback instruction is transmitted to the terminal.

In an exemplary embodiment of the present application, after generating the corresponding feedback end instruction according to the end information, the feedback end instruction may be transmitted to the terminal through the network. In this exemplary embodiment, by processing the end information, a feedback end instruction may be sent to the terminal, so that the terminal closes the problem feedback function, and the threshold of problem feedback is reduced.

After the terminal turns off the problem feedback function, a file feedback file may be further generated and transmitted.

Correspondingly, the server side can receive the problem feedback file to correspondingly generate successful uploading information.

In step S830, a problem feedback file sent by the terminal is received, where the problem feedback file includes a video recording and feedback voice information.

In an exemplary embodiment of the present application, the problem feedback file may be generated by packing the recorded video and the feedback voice information.

The feedback voice information may be voice information for describing a problem encountered by the user, may be voice information of the user acquired in real time, or may be voice information obtained in other manners, which is not particularly limited in this exemplary embodiment.

The screen recording video is generated by the screen recording processing of the terminal executing the control instruction, so that the problem to be fed back is reproduced through the control instruction.

In addition, a feedback log may be included in the problem feedback file.

Therefore, the problem feedback file can be generated by packing the feedback voice information, the screen recording video and the feedback log.

After the terminal receives the problem feedback file, a successful upload message may be sent to the terminal.

In an alternative embodiment, fig. 11 shows a flowchart of the steps of a method for transmitting successful upload information, as shown in fig. 11, the method at least comprises the steps of: in step S1110, a problem feedback file sent by the terminal is received, and successful upload information corresponding to the problem feedback file is generated.

The problem feedback file can be obtained by packing screen recording information obtained by screen recording processing, received feedback voice information and feedback logs corresponding to the problem feedback function by the terminal.

When the server receives the problem feedback file sent by the terminal, successful uploading information can be correspondingly generated. The successful upload information may be information for characterizing that the server side successfully receives the file feedback file.

In step S1120, the successful upload information is transmitted to the terminal.

After the server generates the successful uploading information, the successful uploading information can be sent to the terminal, so that the terminal generates a corresponding feedback success identifier.

In the embodiment, when the problem feedback file is received, successful uploading information can be correspondingly generated, an information basis is provided for the terminal to generate the feedback success identification, the user can quickly know the result of the problem feedback, and the visualization effect is better.

The following describes the problem feedback method provided in the embodiments of the present application in detail with reference to a specific application scenario.

Fig. 12 shows a timing flowchart of the problem feedback method in the application scenario, and as shown in fig. 12, in step S1211, the user presses the voice key of the remote controller and speaks the start voice information of "problem feedback".

Specifically, fig. 13 shows an interface schematic diagram of a voice key of a remote controller, and as shown in fig. 13, when the voice key of the remote controller is pressed, a voice input function of the application software of the television is awakened, and a start voice message of "problem feedback" can be received.

The television may be an intelligent television terminal, a display linked to the intelligent box, or other forms, which are not particularly limited in this exemplary embodiment. In addition, the intelligent box can be provided with application software of a television.

In step S1212, the remote controller transmits start-up voice information to the television software through bluetooth.

After the television software receives the startup voice information, the startup voice information may be sent to the server side through the network in step S1213.

In step S1214, after receiving the startup voice information, the server side may perform a voice recognition process on the startup voice information to generate a problem feedback instruction. Further, the problem feedback instruction is sent to the television.

Fig. 14 is a schematic diagram of an interface waiting for receiving a problem feedback instruction, and as shown in fig. 14, the interface of the television set displays a word of "please input instruction", which characterizes that the problem feedback instruction corresponding to the start voice information transmitted through the network is waiting for being received.

Fig. 15 is a schematic diagram of an interface for receiving a question feedback instruction, and as shown in fig. 15, the interface of the television set displays a word of "question feedback", which indicates that a question feedback instruction corresponding to the start-up voice information has been received.

In step S1215, the tv software may start the problem feedback function when receiving the problem feedback instruction.

In step S1216, "… in question feedback recording" is displayed in the interface of the television set.

Fig. 16 is a schematic diagram of an interface for receiving feedback voice information, and as shown in fig. 16, the feedback identifier of "… in question feedback record" is displayed on a television interface, so as to remind the user that the input of the feedback voice information can be performed.

In step S1217, the user reproduces the problem through the remote controller, and receives feedback voice information describing the problem using the remote controller.

In step S1218, the remote controller transmits the manipulation instruction through bluetooth and receives the feedback voice information.

In step S1219, the television may execute the control instruction that is transmitted by the remote controller through bluetooth and acts on itself, and perform the screen recording process on the display content of the television to generate the screen recording video.

After the user feedback ends in step S1220, the end voice message of "end feedback" may be uttered through the remote controller.

In step S1221, the remote controller transmits the end voice information to the television software.

In step S1222, the tv software transmits the ending voice message to the server side.

In step S1223, the server may perform a speech recognition process on the resultant speech information to generate an end feedback instruction, and send the end feedback instruction to the television software.

In step S1224, after receiving the end feedback command, the tv software may stop recording the problem feedback.

Fig. 17 is a schematic diagram of an interface for displaying an end feedback identifier, and as shown in fig. 17, when the tv software receives end voice information such as "end feedback", an end feedback identifier may be generated and displayed on the interface of the tv, so as to remind the user that the feedback is ended.

In step S1225, the tv software may obtain a feedback log corresponding to the problem feedback function, and package the recorded video, the feedback voice information, and the feedback log to generate a problem feedback file.

Further, the problem feedback file is uploaded to a server side.

After receiving the problem feedback file, the server may generate successful upload information and send the successful upload information to the television set in step S1226.

In step S1227, the television software may generate a feedback success flag based on the success upload information and display the feedback success flag on the interface of the television.

Fig. 18 shows an interface diagram showing a feedback success flag, and as shown in fig. 18, the television interface shows a feedback success flag in the text style of "problem feedback success". In addition, a graphical mark similar to a smiling face is displayed, and a prompt for successful feedback is displayed for the user.

Based on the above application scenario, the problem feedback method provided by the embodiment of the application, on one hand, receives the feedback voice information based on the problem feedback function, generates the video recording, supports the user to record the voice and the video while operating the terminal, combines the voice information and the video recording in real time, provides sufficient effective information for the problem feedback, reduces the threshold for describing the problem, and simplifies the process of the problem feedback; on the other hand, the problem feedback file is uploaded to the server, so that the accuracy and instantaneity of the problem feedback are improved, and the problem feedback is accurately positioned by a developer, so that the problem fed back is rapidly and effectively solved.

It should be noted that although the steps of the methods in the present application are depicted in the accompanying drawings in a particular order, this does not require or imply that the steps must be performed in that particular order, or that all illustrated steps be performed, to achieve desirable results. Additionally or alternatively, certain steps may be omitted, multiple steps combined into one step to perform, and/or one step decomposed into multiple steps to perform, etc.

The following describes an embodiment of an apparatus of the present application, which may be used to perform the problem feedback method in the above-described embodiments of the present application. For details not disclosed in the embodiments of the apparatus of the present application, please refer to the embodiments of the problem feedback method described in the present application.

Fig. 19 schematically illustrates a block diagram of a problem feedback device in some embodiments of the present application. As shown in fig. 19, the problem feedback apparatus 1900 may mainly include: a function start module 1910, a voice receive module 1920, a terminal screen recording module 1930, and a file upload module 1940.

A function initiation module 1910 configured to initiate a question feedback function corresponding to a question feedback instruction in response to the question feedback instruction; a voice receiving module 1920 configured to receive feedback voice information based on the question feedback function; a terminal screen recording module 1930 configured to execute a control instruction acting on the terminal, so as to perform screen recording processing on the terminal to generate a screen recording video; the file uploading module 1940 is configured to package the recorded video and the feedback voice information to generate a problem feedback file, and upload the problem feedback file to the server.

In some embodiments of the present application, a file upload module includes: a log acquisition unit configured to acquire a feedback log corresponding to the problem feedback function;

In some embodiments of the present application, the problem feedback device further includes: the result receiving module is configured to send the feedback voice information to the server side and receive the recognition processing result returned by the server side;

In some embodiments of the present application, the problem feedback device further includes:

In some embodiments of the present application, the problem feedback device further includes: the information processing module is configured to receive end information, and the end feedback instruction is an instruction generated by processing the end information.

In some embodiments of the present application, the end information is voice information.

In some embodiments of the present application, based on the above technical solutions, the function closing module includes: an information transmitting unit configured to transmit the end information to the server side;

In some embodiments of the present application, the problem feedback device further includes: the information return module is configured to receive successful uploading information returned by the server side;

The identification display module is configured to generate a feedback success identification according to the successful uploading information and display the feedback success identification on the terminal.

In some embodiments of the present application, the problem feedback device further includes: the identification generation module is configured to generate a feedback identification corresponding to the problem feedback function and display the feedback identification on the terminal.

In some embodiments of the present application, the problem feedback device further includes: the starting information module is configured to receive starting information, and the problem feedback instruction is an instruction generated by processing the starting information.

In some embodiments of the present application, the initiation information is voice information.

In some embodiments of the present application, the function initiation module includes: the starting information unit is configured to send starting information to the server side;

the instruction feedback unit is configured to respond to the problem feedback instruction returned by the server side and start the problem feedback function corresponding to the problem feedback instruction. Fig. 20 schematically illustrates a block diagram of another problem feedback device in some embodiments of the present application, as shown in fig. 20, the problem feedback device 2000 may mainly include: a voice recognition module 2010, an instruction sending module 2020, and a file content module 2030.

The voice recognition module 2010 is configured to receive starting information sent by the terminal and process the starting information to generate a problem feedback instruction;

an instruction sending module 2020 configured to send a problem feedback instruction to the terminal;

the file content module 2030 is configured to receive a question feedback file sent by the terminal, where the question feedback file includes a video recording and feedback voice information.

In some embodiments of the present application, the problem identification module includes: and the voice instruction unit is configured to perform voice recognition processing on the voice information to generate a problem feedback instruction.

In some embodiments of the present application, the file content module includes: the file receiving unit is configured to receive the problem feedback file sent by the terminal and generate successful uploading information corresponding to the problem feedback file;

and an uploading information unit configured to transmit the successfully uploaded information to the terminal.

In some embodiments of the present application, the problem feedback device further includes: the result acquisition module is configured to receive feedback voice information sent by the terminal and perform voice recognition processing on the feedback voice information to obtain a recognition processing result;

In some embodiments of the present application, the problem feedback device further includes: the ending instruction module is configured to receive ending information and process the ending information to generate an ending feedback instruction;

and the ending sending module is configured to send an ending feedback instruction to the terminal.

In some embodiments of the present application, the problem feedback device further includes: and the ending instruction module is configured to send the ending feedback instruction to the terminal if the identification processing result is the ending feedback instruction.

Specific details of the two problem feedback devices provided in the embodiments of the present application have been described in the corresponding method embodiments, so they are not described herein.

Fig. 21 shows a schematic diagram of a computer system suitable for use in implementing the electronic device of the embodiments of the present application.

It should be noted that, the computer system 2100 of the electronic device shown in fig. 21 is only an example, and should not impose any limitation on the functions and the application scope of the embodiments of the present application.

As shown in fig. 21, the computer system 2100 includes a central processing unit (Central Processing Unit, CPU) 2101, which can execute various appropriate actions and processes according to a program stored in a Read-Only Memory (ROM) 2102 or a program loaded from a storage portion 2108 into a random access Memory (Random Access Memory, RAM) 2103. In the RAM 2103, various programs and data required for system operation are also stored. The CPU 2101, ROM 2102, and RAM 2103 are connected to each other via a bus 2104. An Input/Output (I/O) interface 2105 is also connected to bus 2104.

The following components are connected to the I/O interface 2105: an input section 2106 including a keyboard, a mouse, and the like; an output portion 2107 including a Cathode Ray Tube (CRT), a liquid crystal display (Liquid Crystal Display, LCD), and the like, a speaker, and the like; a storage portion 2108 including a hard disk and the like; and a communication section 2109 including a network interface card such as a LAN (Local Area Network ) card, a modem, or the like. The communication section 2109 performs communication processing via a network such as the internet. The drive 2110 is also connected to the I/O interface 2105 as needed. A removable medium 2111 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is installed on the drive 2110 as needed, so that a computer program read out therefrom is installed into the storage section 2108 as needed.

In particular, according to embodiments of the present application, the processes described in the various method flowcharts may be implemented as computer software programs. For example, embodiments of the present application include a computer program product comprising a computer program embodied on a computer readable medium, the computer program comprising program code for performing the method shown in the flowcharts. In such an embodiment, the computer program can be downloaded and installed from the network via the communication portion 2109 and/or installed from the removable medium 2111. When executed by a Central Processing Unit (CPU) 2101, performs the various functions defined in the system of the present application.

It should be noted that, the computer readable medium shown in the embodiments of the present application may be a computer readable signal medium or a computer readable storage medium, or any combination of the two. The computer readable storage medium can be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or a combination of any of the foregoing. More specific examples of the computer-readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-Only Memory (ROM), an erasable programmable read-Only Memory (Erasable Programmable Read Only Memory, EPROM), flash Memory, an optical fiber, a portable compact disc read-Only Memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the context of this document, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. In the present application, however, a computer-readable signal medium may include a data signal propagated in baseband or as part of a carrier wave, with computer-readable program code embodied therein. Such a propagated data signal may take any of a variety of forms, including, but not limited to, electro-magnetic, optical, or any suitable combination of the foregoing. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to: wireless, wired, etc., or any suitable combination of the foregoing.

The flowcharts and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present application. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.

It should be noted that although in the above detailed description several modules or units of a device for action execution are mentioned, such a division is not mandatory. Indeed, the features and functions of two or more modules or units described above may be embodied in one module or unit, in accordance with embodiments of the present application. Conversely, the features and functions of one module or unit described above may be further divided into a plurality of modules or units to be embodied.

From the above description of embodiments, those skilled in the art will readily appreciate that the example embodiments described herein may be implemented in software, or may be implemented in software in combination with the necessary hardware. Thus, the technical solution according to the embodiments of the present application may be embodied in the form of a software product, which may be stored in a non-volatile storage medium (may be a CD-ROM, a usb disk, a mobile hard disk, etc.) or on a network, and includes several instructions to cause a computing device (may be a personal computer, a server, a touch terminal, or a network device, etc.) to perform the method according to the embodiments of the present application.

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 application 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 application pertains.

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

Claims

1. The problem feedback method is applied to a terminal and is characterized by comprising the following steps:

receiving starting information, and sending the starting information to a corresponding server through a network, so that the server processes the starting information to obtain a problem feedback instruction, and then, returning the problem feedback instruction to the terminal;

responding to the problem feedback instruction, starting a problem feedback function corresponding to the problem feedback instruction, generating a feedback identifier corresponding to the problem feedback function, and displaying the feedback identifier on the terminal;

receiving feedback voice information based on the problem feedback function;

executing a control instruction acting on the terminal to perform screen recording processing on the terminal to generate a screen recording video, and closing the problem feedback function after the screen recording video is generated;

2. The method of claim 1, wherein the step of packaging the recorded video and the feedback voice information to generate a problem feedback file includes:

Acquiring a feedback log corresponding to the problem feedback function;

and packaging the screen recording video, the feedback voice information and the feedback log to generate a problem feedback file.

3. The problem feedback method of claim 1, wherein after the receiving feedback voice message, the method further comprises:

the feedback voice information is sent to the server side, and an identification processing result returned by the server side is received;

and storing the feedback voice information on the terminal according to the recognition processing result.

4. The problem feedback method of claim 1, wherein the turning off the problem feedback function comprises:

and closing the problem feedback function in response to ending the feedback instruction.

5. The problem feedback method of claim 1, wherein after the uploading the problem feedback file to the server side, the method further comprises:

receiving successful uploading information returned by the server side;

and generating a feedback success identification according to the successful uploading information, and displaying the feedback success identification on the terminal.

6. The problem feedback method is applied to a server side and is characterized by comprising the following steps:

Receiving starting information sent by a terminal, and processing the starting information to generate a problem feedback instruction;

the problem feedback instruction is sent to the terminal, so that the terminal starts a problem feedback function corresponding to the problem feedback instruction, feedback identifiers corresponding to the problem feedback function are displayed on the terminal, feedback voice information is received based on the problem feedback function, a control instruction acting on the terminal is executed, screen recording processing is conducted on the terminal to generate a screen recording video, and the problem feedback function is closed after the screen recording video is generated;

and receiving a problem feedback file sent by the terminal, wherein the problem feedback file comprises the screen recording video and the feedback voice information.

7. The method of claim 6, wherein the receiving the problem feedback file sent by the terminal specifically includes:

receiving a problem feedback file sent by the terminal, and generating successful uploading information corresponding to the problem feedback file;

and sending the successful uploading information to the terminal.

8. The problem feedback method of claim 6 wherein the method further comprises:

Receiving feedback voice information sent by the terminal, and performing voice recognition processing on the feedback voice information to obtain a recognition processing result;

and sending the identification processing result to the terminal.

9. The problem feedback method of claim 8 wherein the method further comprises:

if the recognition processing result is an end feedback instruction,

and sending the ending feedback instruction to the terminal.

10. A problem feedback device, the device comprising:

the function starting module is configured to receive starting information and send the starting information to a corresponding server end through a network, so that the server end processes the starting information to obtain a problem feedback instruction and then returns the problem feedback instruction to the terminal; responding to the problem feedback instruction, starting a problem feedback function corresponding to the problem feedback instruction, generating a feedback identifier corresponding to the problem feedback function, and displaying the feedback identifier on the terminal;

the terminal screen recording module is configured to execute a control instruction acting on the terminal so as to record the screen of the terminal to generate a screen recording video, and close the problem feedback function after the screen recording video is generated;

11. A problem feedback device, the device comprising:

the voice recognition module is configured to receive starting information sent by the terminal and perform voice recognition processing on the starting information to generate a problem feedback instruction;

the instruction sending module is configured to send the problem feedback instruction to the terminal so as to enable the terminal to start a problem feedback function corresponding to the problem feedback instruction, display a feedback identifier corresponding to the problem feedback function on the terminal, receive feedback voice information based on the problem feedback function, execute a control instruction acting on the terminal so as to perform screen recording processing on the terminal to generate a screen recording video, and close the problem feedback function after the screen recording video is generated;

and the file content module is configured to receive a problem feedback file sent by the terminal, wherein the problem feedback file comprises the screen recording video and the feedback voice information.

12. A computer readable medium having stored thereon a computer program, which when executed by a processor implements the problem feedback method of any of claims 1 to 5 or of claims 6 to 9.

13. An electronic device, comprising:

a processor; and

a memory for storing executable instructions of the processor;

wherein the processor is configured to perform the problem feedback method of any of claims 1 to 5 or claims 6 to 9 via execution of the executable instructions.