CN114071051A

CN114071051A - Remote advisor video management system, method, device and computer equipment

Info

Publication number: CN114071051A
Application number: CN202010757777.8A
Authority: CN
Inventors: 曾俊
Original assignee: Guangzhou Brandmax Marketing Co ltd
Current assignee: Guangzhou Brandmax Marketing Co ltd
Priority date: 2020-07-31
Filing date: 2020-07-31
Publication date: 2022-02-18

Abstract

The invention relates to a remote advisor video management system, a method, a device and computer equipment, which are applied to the field of Internet. The system comprises: the system comprises a client side arranged in an offline store and used for initiating a video call request when receiving an operation instruction of calling a remote consultant; and the management center is arranged at the cloud end and used for receiving the video call request, distributing an advisor end for the video call request as a target advisor end according to the latest remote advisor data, and establishing a video call between the target advisor end and the user end. The invention can improve the coverage rate of consumers.

Description

Remote advisor video management system, method, device and computer equipment

Technical Field

The present invention relates to the field of internet technology, and in particular, to a remote advisor video management system, a remote advisor video management method, a remote advisor video management apparatus, a computer device, and a computer storage medium.

Background

With the development of network technology, electronic commerce is gradually prosperous, and a plurality of commodities can be sold and purchased through a network; however, for some special commodities, retail in off-line stores still prevail, and in addition, many consumers pay attention to on-site experience or commodity texture, so shopping in off-line stores is prioritized, and therefore, the retail mode of off-line stores still occupies a large market share.

In the process of implementing the present invention, the inventor finds that in the prior art, for the retail mode of off-line stores, in order to provide good shopping instructions to consumers (or users), professional salesmen need to be equipped, the physical space and the cost are limited, and the coverage rate of the shopping instructions to the consumers is low.

Disclosure of Invention

In view of the above, there is a need to provide a remote advisor video management system, method, apparatus, computer device and storage medium for the problem of low coverage of current shopping guide for consumers.

In one aspect, an embodiment of the present invention provides a remote advisor video management system, which includes a user side, an advisor side and a management center;

the user side is used for receiving an operation instruction for calling a remote consultant and initiating a video call request to the management center;

the management center is used for distributing a target advisor end for the video call request according to the latest remote advisor data and establishing a video call between the target advisor end and the user end; the remote advisor data includes: video call records between the advisor and the user; after the video call is successfully established, video call windows are respectively displayed on a target advisor end and a user end;

the user side is further used for collecting user data used for representing the user identity of the user side and sending the user data to the management center after the video call is successfully established;

the management center is further used for identifying the identity information of the user side user according to the user data, acquiring consumption behavior data corresponding to the identity information and sending the consumption behavior data to the target advisor side;

and when the target advisor terminal displays the video call window, the consumption behavior data corresponding to the user terminal user is also displayed.

In one embodiment, the management center is further configured to store the video call request in a first request queue, and when the video call request is detected to be located at the head of the first request queue, allocate a target advisor to the video call request according to the latest remote advisor data; the first request queue is a first-in first-out queue;

or, the management center is further configured to store the video call request in a second request queue, send the video call request waiting for response in the second request queue to an advisor, and when receiving a selection instruction of the advisor for the video call request in the second request queue, allocate a target advisor to the video call request according to the latest remote advisor data corresponding to the advisor corresponding to the selection instruction;

the advisor is further used for displaying the video call request information waiting for response in the second request queue; the video call request information comprises user side information, offline store information corresponding to the user side and request waiting time information.

In one embodiment, the management center is further configured to detect, when it is detected that the video call request is located at the head of the first request queue, an advisor in a non-video call state according to the latest remote advisor data, use an advisor currently in the non-video call state as a candidate advisor, and determine one of the candidate advisors as the target advisor according to the number of video calls and/or the accumulated call duration between each candidate advisor and a user terminal within a first set time period.

In one embodiment, the management center is further configured to, when video call requests of multiple user sides are received simultaneously, store the video call requests of the multiple user sides in the first request queue or the second request queue according to a priority order of the user side corresponding to the video call request.

In one embodiment, the remote advisor data further comprises: business data of an offline store corresponding to the user side and a history record of video call requests initiated by the user side;

the management center is further configured to at least one of:

according to the remote advisor data, business data of the offline store in a second time period is obtained, so that the priority of the client of the offline store is determined;

according to the remote advisor data, acquiring time information of the last video call request initiated by the user side, and determining the priority of the user side;

according to the remote advisor data, acquiring the time information of the last video call between the user side and the advisor side, thereby determining the priority of the user side;

and acquiring the accumulated time length and/or the accumulated times of the video calls between the user side and the advisor side within a third set time period according to the remote advisor data, thereby determining the priority of the user side.

In one embodiment, the user side is further configured to scan an identification code of a commodity to obtain commodity identification information, and send the commodity identification information to the management center; the management center is also used for inquiring the channel information of the commodity according to the commodity identification information; sending channel information of the commodity to the advisor side and the user side; the user side and the consultant side are also used for displaying the channel information of the commodity.

In one embodiment, the user data for characterizing the user identity at the user terminal includes at least one of user login information, user facial image data, and user voiceprint data.

On the other hand, an embodiment of the present invention provides a remote advisor video management method, which is applied to a management center, and the method includes:

receiving a video call request from a user side;

allocating a target advisor to the video call request based on the latest remote advisor data; the remote advisor data comprises a video call record between an advisor end and a user end;

establishing a video call between the target advisor and the user;

after the video call is successfully established, receiving user data used for representing the user identity of a user side;

and identifying the identity information of the user side user according to the user data, acquiring consumption behavior data corresponding to the identity information and sending the consumption behavior data to the target advisor side, so that the consumption behavior data corresponding to the user side user is also displayed when the target advisor side displays the video call window.

In one embodiment, after receiving the video call request from the user side, the method further includes:

storing the video call request into a first request queue or a second request queue; the first request queue is a first-in first-out queue;

said assigning a target advisor to said video call request based on the most recent remote advisor data, comprising:

when the video call request is detected to be positioned at the head of the first request queue, allocating a target advisor end for the video call request according to the latest remote advisor data;

or sending the video call request waiting for response in the second request queue to an advisor; when a selected instruction of an advisor for the video call request in the second request queue is received, a target advisor is allocated to the video call request according to the latest remote advisor data corresponding to the advisor corresponding to the selected instruction.

In one embodiment, the allocating an advisor to the video call request based on the latest remote advisor data comprises:

detecting an advisor terminal currently in a non-video call state as a candidate advisor terminal according to the latest remote advisor data;

and determining one from the candidate consultants according to the video call times and/or the accumulated call duration of each candidate consultant and the user side in the first set time period, and allocating the determined one to the video call request.

In one embodiment, the saving the video call request to the first request queue or the second request queue includes:

when video call requests of a plurality of user sides are received simultaneously, the video call requests of the plurality of user sides are stored in the first request queue or the second request queue according to the priority sequence of the user side corresponding to the video call requests.

when video call requests of a plurality of user sides are received simultaneously, identifying the priority of the user side corresponding to the video call request;

sequencing the video call requests of the plurality of user sides according to the priority of the user sides to obtain a first sequencing result;

in the first sequencing result, if the priorities of the clients corresponding to at least two video call requests are the same, acquiring the initiation time information of the at least two video call requests, and sequencing the at least two video call requests in the first sequencing result according to the initiation time information to obtain a second sequencing result;

and storing the video call requests of the plurality of user sides into the first request queue or the second request queue according to a second sequencing result.

the method further comprises at least one of:

In another aspect, an embodiment of the present invention provides a remote advisor video management device, which is applied to a management center; the device comprises:

the request receiving module is used for receiving a video call request from a user side;

the advisor allocation module is used for allocating a target advisor end for the video call request according to the latest remote advisor data; wherein the remote advisor data comprises: video call records between the advisor and the user;

the video connection module is used for establishing a video call between the target advisor end and the user end;

the user data receiving module is used for receiving user data used for representing the user identity of the user side after the video call is successfully established;

and the behavior data issuing module is used for identifying the identity information of the user side user according to the user data, acquiring the consumption behavior data corresponding to the identity information and sending the consumption behavior data to the target advisor side, so that the consumption behavior data corresponding to the user side user is also displayed when the target advisor side displays the video call window.

In yet another aspect, an embodiment of the present invention provides a computer device, comprising a memory storing a computer program and a processor implementing any of the remote advisor video management systems described above when the computer program is executed by the processor.

In yet another aspect, an embodiment of the invention provides a computer storage medium having a computer program stored thereon, which when executed by a processor, implements any of the remote advisor video management systems described above.

One of the above technical solutions has the following advantages or beneficial effects: the method comprises the steps that an operation instruction for calling a remote advisor is received through a user side, and a video call request is initiated; after receiving the video call request, the management center allocates a target advisor end to the video call request according to the latest remote advisor data, establishes a video call between the target advisor end and the user end, and after the video call is successfully established, the user end also sends user data used for representing the user identity of the user end to the management center; the management center also identifies the identity information of the user side user according to the user data, acquires consumption behavior data corresponding to the identity information and sends the consumption behavior data to the target advisor side; and when the target advisor terminal displays the video call window, the consumption behavior data corresponding to the user terminal user is also displayed. Therefore, remote shopping guidance between the user of the off-line store and the remote consultant is facilitated, and as the remote consultant data stored in the cloud management center comprises the video call record between the consultant end and the user end, the appropriate consultant can be quickly allocated to the user who initiates the request at present, so that the timeliness of the consultant and the coverage rate of customer guidance are improved; in the video call process, the management center can acquire the consumption behavior data of the user based on the user data of the current user and send the consumption behavior data to the target advisor, so that the remote advisor of the target advisor can conduct remote shopping guide in a targeted manner, the effect of the remote advisor is improved, and the conversion rate of the corresponding product is improved.

Drawings

FIG. 1 is a schematic block diagram of a remote advisor video management system in one embodiment;

FIG. 2 is an architecture diagram of another embodiment of a remote advisor video management system;

FIG. 3 is a schematic flow chart diagram of a remote advisor video management method in one embodiment;

FIG. 4 is a schematic flow chart diagram of a remote advisor video management method in accordance with another embodiment;

FIG. 5 is a schematic flow chart diagram of a remote advisor video management method in accordance with another embodiment;

FIG. 6 is a schematic flow chart diagram of a remote advisor video management method in accordance with yet another embodiment;

FIG. 7 is a schematic flow chart diagram illustrating obtaining a consumption profile, according to one embodiment;

FIG. 8 is a schematic flow chart diagram of a new user registration of an embodiment;

FIG. 9 is a schematic block diagram of a remote advisor video management facility in accordance with one embodiment;

FIG. 10 is an internal block diagram of a management center device in one embodiment;

FIG. 11 is an internal block diagram of the advisor side equipment in one embodiment.

Detailed Description

In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.

Reference herein to "an embodiment" means that a particular feature, structure, or characteristic described in connection with the embodiment can be included in at least one embodiment of the application. The appearances of the phrase in various places in the specification are not necessarily all referring to the same embodiment, nor are separate or alternative embodiments mutually exclusive of other embodiments. It is explicitly and implicitly understood by one skilled in the art that the embodiments described herein can be combined with other embodiments.

In one embodiment, the remote advisor video management system as shown in fig. 1 comprises a user side, an advisor side and a management center, wherein the user side and the advisor side are respectively interconnected with the management center through a network. The user side and the advisor side can be, but are not limited to, various personal computers, notebook computers, smart phones, tablet computers and portable wearable devices, and the management center can be implemented by an independent server or a server cluster consisting of a plurality of servers.

It should be noted that the user side and the advisor side in the embodiment of the present invention may be understood as a terminal device, and may also be understood as application software on the terminal device. The user side and the advisor side can be regarded as client sides, the management center can be regarded as a server side, and the user side, the advisor side and the management center can interact in a client-server mode. For example: the user side can access the management center by a TCP/IP protocol through the Internet of things card and the wireless public network; during communication, a user end can initiate a restful data request, and the management center can create encrypted JWT (json web token, a specification capable of allowing safe and reliable information to be transmitted between the client end and a server) information to serve as the token to be returned to the user end; in the subsequent interactive request, JWT information is put into a message header, after receiving the message of the user side, the management center verifies whether the message source is legal by decrypting the JWT information, if the decryption is successful, the verification is passed, and the message of the user side is responded; the decryption failure shows that the token is invalid or expired, the verification fails, and the management center cannot respond to the message of the user side. Similar methods can also be used for communication between the advisor and the management center.

In the existing shopping guide mode, when a plurality of stores exist, a plurality of professional salesmen are needed; professional salesmen are difficult to cultivate, the coverage is small, service is not uniform easily, and shopping guidance and brand image of consumers are greatly influenced, so that the guidance effect on the consumers is not ideal in the current online store shopping guide mode.

In the embodiment of the invention, the user side, the advisor side and the management center are distributed; the user side can set up in the shop of going off the line or the shop annex of going off the line corresponds the position, and the consultant end can set up in the place of keeping away from the user side position, and the management center sets up in the high in the clouds. Thus, a user on the advisor side may be referred to as a remote advisor. The number of the consultants is far less than that of the user terminals, so that a large number of off-line store users can be served by a small number of remote consultants, thereby improving the user coverage rate, improving the efficiency of the remote consultants and reducing the investment cost of the off-line consultant service.

When the aim of the invention is realized, the user A can initiate a video call request when receiving an operation instruction of calling a remote consultant; after receiving the video call request, the management center may allocate a target advisor B for the video call request in real time or non-real time from a plurality of advisors, establish a video call between the target advisor B and the user a, and after the establishment is successful, display a video call window on both the advisor B and the user a; after the video call is successfully established, the user side A also collects user data used for representing the user identity of the user side and sends the user data to the management center; the management center also identifies the identity information of the user side A according to the user data, acquires consumption behavior data corresponding to the identity information and sends the consumption behavior data to the target advisor side B; and when the target advisor B displays the video call window, the consumption behavior data corresponding to the user of the user side A is also displayed. Therefore, the video call between the user and the remote consultant is realized, the remote consultant service is provided for the user through the video call, and the remote consultant data stored in the management center comprises the video call record between the consultant end and the user end, so that a suitable consultant can be distributed to the user end A which initiates the request at present, the timely consultant service is provided for the user, and the improvement of the consultant service effect is facilitated; in the video call process, the management center can acquire consumption behavior data of the user based on the user data of the current user and send the consumption behavior data to the target counselor B, so that the remote counselor of the target counselor B can perform remote counselor in a targeted manner.

In the embodiment of the invention, the user data representing the user identity of the user side comprises at least one of user login information, user face image data and user voiceprint data. The user side can acquire user login information so as to obtain user data representing the user identity of the user side, and can also acquire user face images or user voice so as to obtain user face image data and user voiceprint data which are used as the user data representing the user identity of the user side. And acquiring and sending user data to the management center after the video call is successfully established, so that on one hand, personal information of a user unwilling to consult by a remote consultant is protected, on the other hand, the sending of the user data unwilling to consult by the remote consultant is reduced, and network resources are saved.

In the embodiment of the invention, the consumption behavior data of the user can be a consumption profile containing historical consumption records, or can be data which can represent consumption preference of the user and is obtained by analyzing the data based on the consumption profile of the user.

Further, remote counselor data about the user side and the counselor side can be stored in the management center; the remote advisor data includes a request record of the video call request and a video call record between the client and the advisor, and also updates the remote advisor data in real time. Therefore, after receiving the video call request from the user side, the management center can allocate a target advisor to the video call request according to the latest remote advisor data. For example, an available advisor (the available advisor may be an advisor not currently in a video call state) can be quickly allocated to the user who is currently making the request, so as to ensure that the user is provided with an on-time advisor service, which is beneficial to improving the advisor service effect; a large number of users are served by a small number of remote consultants, the efficiency of the remote consultants is improved, and the investment cost of the consultant service is reduced; in addition, the remote advisor video management system of the embodiment of the invention also has the characteristic of convenient expansion, and can flexibly adjust the scale of the system.

It can be understood that the remote advisor data may be stored locally in the management center, or may be stored in an additional server or cloud storage space, and when the remote advisor data is stored in the additional server or cloud storage space, the meaning of the management center according to the embodiment of the present invention may be extended to the additional server or cloud storage space.

In an actual application scene, in the remote advisor video management system, one offline store can be correspondingly provided with one user side; when the number of the off-line stores is large, the number of the user terminals is also large, and a plurality of advisors can be provided in the remote advisor video management system in order to ensure the timeliness of the advisor services. Because all the user terminals request the advisor service at the same time is less likely, the number of advisor terminals can be much less than that of the user terminals, so that one advisor terminal can serve different user terminals at different time, thereby improving the utilization rate of the advisor terminal, and being beneficial to improving the user coverage rate compared with the advisor service mode of the shop salesman.

Since the number of the advisors is less than that of the user side, there may be an advisor that is not in an idle state when the user side initiates the video call request, and the video call request needs to be delayed in response. In order to control the time of delaying the response of the video call request, after receiving the video call request from the user side, the management center may first store the video call request into a first request queue, where the first request queue is a first-in first-out queue; when the video call request is detected to be located at the head of the first request queue, a target advisor is allocated for the video call request according to the latest remote advisor data.

In this manner, the management center autonomously and sequentially distributes remote advisors to the plurality of user terminals without human intervention.

In other embodiments, the remote advisor at the advisor may intervene in the response time of the video call request, for example, after receiving the video call request from the user side, the management center may further store the video call request in a second request queue, each advisor may receive the video call request information waiting for response in the second request queue, and each piece of video call request information may include at least one of user side information, offline store information corresponding to the user side, and request waiting time information; the remote consultant selects to respond to a certain video call request message according to the current actual situation. When the management center receives a selected instruction of an advisor for a certain video call request, a target advisor is preferentially allocated to the certain video call request according to the latest remote advisor data corresponding to the advisor sending the selected instruction. For example: the remote advisor of advisor C is in idle state, selectively responds to a certain video call request message, sends a selected instruction aiming at the video call request message to the management center, when the management center receives the selected instruction of advisor C, determines that advisor C is in idle state according to the latest remote advisor data corresponding to advisor C, and preferentially allocates a target advisor, namely advisor C, to the video call request. Correspondingly, when the management center receives the selected instruction of the advisor C, the management center determines that the advisor C is not in an idle state according to the latest remote advisor data corresponding to the advisor C, and then returns a prompt message to the advisor C to remind the remote advisor of the advisor C whether the remote advisor is in an error operation.

In this manner, the plurality of video call requests are not necessarily responded to in the queue, and the remote advisor can respond to the video call requests of some user terminals preferentially according to the priority of the user terminals or the historical video call records, thereby improving the flexibility of the remote advisor service.

It should be noted that the first request queue and the second request queue may be the same queue or two queues, and the types of the two queues may be the same or different.

Further, the management center stores the video call request in the first request queue, and on one hand, it needs to detect whether there are other video call requests waiting, and on the other hand, it needs to detect whether there is an idle advisor at present, and an advisor in a non-video call state can be used as an idle advisor. Therefore, after the management center stores the video call request in the first request queue, whether an advisor end currently in a non-video call state exists can be detected according to the latest remote advisor data, and if so, an advisor end currently in the non-video call state is distributed to the video call request; if not, delaying the allocation of the target advisor to the video call request.

Since the remote advisor data includes video call records between each advisor and the client, including both the record of the completed video call and the record of the ongoing video call, the management center can quickly determine the advisor currently in a non-video call state based on the latest remote advisor data, thereby improving the efficiency of connecting the remote advisor.

In one embodiment, if the management center determines that there are a plurality of advisors currently in a non-video call state, in order to optimize the allocation, the management center may use the advisor currently in the non-video call state as a candidate advisor, and determine one advisor from the plurality of candidate advisors as a target advisor of the video call request according to the number of video calls and/or the accumulated call duration of each candidate advisor with the user terminal within the first set time period.

For example: the less the number of video calls between the candidate advisor and the user terminal on the same day, the greater the probability of being selected as the target advisor, and vice versa; or, the shorter the accumulated communication time between the candidate advisor and the user terminal on the current day, the higher the probability of being selected as the target advisor, and vice versa; in addition, the video call times and the accumulated call duration can be comprehensively considered.

A service module for setting a selection policy of a target counselor can be provided in the management center, and an administrator can set the selection policy of the target counselor through the service module. By determining one of the candidate consultants as the target consultant in the above manner, the service volumes of different remote consultants can be balanced.

The video call request of the user side carries a video call request message, identification information of the user side and initiation time information of the video call request. In some scenarios, the management center may also receive video call requests of multiple clients at the same time, and at this time, the management center may store the video call requests of the multiple clients in the first request queue or the second request queue according to a set ordering rule based on information carried in the video call requests. The ordering rule may include: the video call request sending time information sequence, and/or the video call request corresponding client priority sequence.

Due to the difference of network transmission quality, the transmission time spent on the video call requests of different clients to the management center may be different, so even if the management center receives the video call requests of multiple clients at the same time, the video call requests of the multiple clients may not be initiated at the same time, and therefore the video call requests may be sequenced according to the initiation time. Assuming that the receiving time and the initiating time of the video call requests are the same, the video call requests can be sequenced by combining the priority of the user terminal. It should be noted that, when the originating time and the priority of the ue are used for sorting, the two considerations have no specific sequence, and the originating time may be considered first, or the priority of the ue may be considered first.

The management center can provide a service module for setting the video call request queuing rules, and an administrator can flexibly set the call request queuing rules through the service module. By sequencing the video call requests through the embodiment, the video call requests of the plurality of user sides are conveniently managed, and the situation that the video call request of a certain user side cannot be responded for a long time or the video call requests of certain user sides with higher priority have longer waiting time is avoided.

In some embodiments, the priority of the ue may be preset, and the set priority of the ue is reported to the management center for storage, and when the priority of the ue needs to be updated, the priority record stored in the management center is updated. The manner of setting or updating the priority may include: an administrator logs in a management center and sets or updates the priority of a user side; or, the priority is set in the system of the user terminal, after the user terminal accesses the management center, the user terminal can report the priority to the management center, and when the priority of the user terminal changes, the user terminal reports the priority to the management center again. The client priority management efficiency of the former mode is high, and the expansibility of the client priority management of the latter mode is better; according to the actual situation, one or a combination of the two ways can be adopted to set or update the priority of the user terminal.

In some other embodiments, the remote advisor data stored by the management center may further include: business data of an offline store for which the user terminal is located and a history of video call requests initiated by the user terminal. Thus, in some embodiments, the management center can also dynamically determine the priority of each client based on the most recent remote advisor data. Specifically, the basis for the management center to determine the priority of the user side may include at least one of the following:

The management center can provide a service module for setting the priority rule of the user side, and an administrator can select the required priority rule by operating the service module, so that the management center dynamically calculates the priorities of the plurality of user sides according to the priority rule selected by the administrator. The management center dynamically determines the priority of the user side based on the stored remote advisor data, and the flexibility of the priority of the user side can be further improved in the mode, so that the management of a plurality of user sides in the remote advisor video management system is more intelligent.

It should be noted that, regarding the specific level of the priority of the user side, setting of, for example, 3-level priority or 5-level priority may be more actually required, and this is not limited.

In addition, the user can also inquire the related information of the commodity through the user side, wherein the related information comprises commodity description information or commodity channel information, and the user can conveniently know the purchased commodity. For example: the user makes the identification code of the commodity face the scanning area of the user side, the user side obtains the commodity identification information by scanning the identification code of the commodity, and the commodity identification information is sent to the management center. In the embodiment of the present invention, the identification code of the commodity refers to an information code capable of identifying a source of the commodity, and includes, but is not limited to, a barcode, a two-dimensional code, and the like. The management center inquires channel information of the commodity according to the commodity identification information; and sending the channel information of the commodity to the user side, and then displaying the channel information of the corresponding commodity by the user side. Through the channel information of the commodity, the user can confirm the authenticity of the commodity. Based on the same principle, the management center can also query description information or other related information of the commodities and send the description information or other related information of the commodities to the user side for displaying, so that the user can conveniently and comprehensively know the commodities.

In another scenario, the remote advisor may direct the user to perform a query for merchandise information, such as: after the video call between the target advisor and the user terminal is established, the remote advisor guides the user to inquire the commodity information, and the management center sends the commodity-related information to the advisor and the user terminal respectively after obtaining the commodity-related information, so that the commodity-related information can be displayed on both the user terminal and the remote advisor, the remote advisor can conveniently service the user by combining the commodity-related information, and the advisor service effect is improved.

It should be noted that, in the embodiment of the present invention, during the video call between the user side and the advisor side, information such as commodity information may also be present, and the implementation manner may include: the video call window is displayed in a floating window mode, the floating window can be enlarged, reduced or dragged, and other text or picture information is displayed in an area outside the floating window, so that video call can be carried out, and other service information can be viewed.

Further, the remote advisor may also guide the user to log in the user side, for example, in the video call process, after the remote advisor obtains the user's consent, the remote advisor sends a service operation instruction for opening the user login page to the management center through the corresponding service module of the advisor side, and after receiving the service operation instruction, the management center sends a message for opening the user login page to the user side. After receiving the message of opening the user login page, the user side displays the user login page; the user login page may include an input box for receiving login information input by a user in the login page, where the login information may be a mobile phone number of the user or a social network number of the user; and the user side acquires user login information and sends the user login information to the management center.

In other scenes, the user login page displayed by the user side can also comprise a two-dimensional code, the user scans the two-dimensional code through social software installed in the mobile terminal and quickly logs in the management center in a one-key authorization mode, and therefore user login operation is simplified.

After obtaining the current user login information, the management center can identify the user identity according to the user login information, inquire the consumption file corresponding to the user identity and send the consumption file to the advisor; and the advisor side also displays the consumption file of the current service user in the process of the video call with the user side, so that remote advisors can carry out advisor service in a targeted manner.

In the above scenario, only the counselor side shows the consumption profile of the user, and the user at the user side does not need to care about the profile information, so as to reduce the difficulty of the counselor of the user. In other scenarios, the consumption profile of the user may also be sent to the user side so that both the user and the remote advisor can view the consumption profile.

In other scenarios, the user can view or create his own consumption profile by himself/herself even in a state where the user side does not establish a video call link with the advisor side. In the embodiment of the present invention, the consumption profile of the user may include historical consumption records of the user on related commodities, including but not limited to consumption time, consumption location, consumption commodity quantity, and the like.

In addition, the management center can also identify whether the user identity is a registered user and send an identity identification result to the target advisor; the target consultant end is also used for displaying the identification result in the process of video communication with the user end; when the identification result is an unregistered user, the remote advisor can execute relevant service operation to instruct the management center to send a command for displaying a registration interface to the user side; the consultant end detects the business operation instruction used for such, send the said business operation instruction to the said administrative center; the management center sends a message for displaying a member registration interface to the user side according to the service operation instruction; and the user side is also used for receiving the message of the management center and displaying a member registration interface in the process of video communication with the user side.

In some scenarios, in order to facilitate user registration, the member registration interface may include a two-dimensional code, the user scans the two-dimensional code through the social software, obtains account information of the social software through one-key authorization, and the management center may perform user registration through the account information of the social software. In other scenarios, the member registration interface may also include an input box, and the user registers by inputting information such as an account number.

Further, after obtaining the user identity information and the commodity information consumed by the user this time, the management center may update the consumption profile corresponding to the user identity, where the consumption profile includes the user identity and the commodity identification information. The management center can provide comprehensive user data for the third-party organization by establishing and updating the consumption file of the user, and the third-party organization can conveniently adjust the marketing strategy according to a large amount of user data. Wherein the third party organization may be a brand party.

In addition, in the remote advisor video management system of the above embodiment, the user side and the advisor side can be managed centrally through the management center; therefore, the user side and the consultant side also upload the state information of the user side and the consultant side to the management center respectively in real time; the state information comprises the running state information of the terminal and also carries terminal identification information; the running state information of the terminal comprises starting state information, shutdown state information or standby information; the state information of the user side and the state information of the advisor side collected by the management center are convenient for an administrator to centrally manage the user side and the advisor side in a distributed layout.

Referring to fig. 2, in a specific embodiment, the service module configured at the user end includes: at least one of a login/registration module, a video call module, a consumption data entry module, a preference information module and an advertisement display module; the login/registration module is used for user login or registration; the video call module is used for requesting video call with a remote consultant by a user; the consumption data input module is used for inputting the consumption data of the time by a user; the discount information module is used for displaying the discount information of the commodity or the online store in the idle state of the user side; the advertisement display module is used for displaying the advertisement information of the commodity in the idle state of the user side.

The business module set by the advisor side comprises: the system comprises at least one of a video call module, a call waiting module, a data billboard module, a user side scheduling module, a knowledge base and a user grouping management module; the video call module is used for establishing a video call with the user side, and the call waiting module is used for controlling the waiting time of the video call request; the data billboard module is used for viewing the consumption profile data or the identity data of the user who requests the consultant currently; the knowledge base is used for storing data such as commodity description and channel description information; the user group management module is used for performing group operation on users requesting the consultant, such as VIP group, new customer group and the like.

The business module set by the management center comprises: the system comprises at least one of a data analysis module, a terminal operation and maintenance module, a user data management module, a knowledge base management module and an API (application programming interface). The data analysis module is used for analyzing the priority of the user side, the distribution of the advisor side, the store marketing data analysis, the video call request analysis and the like; the terminal operation and maintenance module is used for managing the operation states of the user side and the management side, outputting corresponding prompt information for the user side or the advisor side in an abnormal state, or informing corresponding personnel to maintain the user side or the advisor side; the user data management module is used for managing consumption files of users and managing data of administrators with different rights, and after the administrators with different rights log in the management center, the administrators with different rights have different data viewing and management rights; the knowledge base management module is used for storing request queuing rules, target advisor end distribution strategies, maintenance knowledge of a user end or an advisor end and the like; the API interface is used for providing a standard data exchange interface for other systems and realizing data sharing among multiple systems.

Wherein, the following authorities can exist in the system: system administrator authority, project administrator authority, consultant authority; the system administrator authority can manage the configuration of system basic data and authority management; the project manager authority can check all data of the project in charge, manage the project stores, manage the customer premise equipment and the consultants corresponding to the stores, analyze the store sales data and the video call data, and make a project plan in time according to the report; the counselor rights include responsibility for answering store video calls, solving product knowledge and questions for store users, facilitating store sales, and offering sales rewards.

In the knowledge base of the management center and the advisor, the data can be stored in a MySQL + Redis cache mode; the MySql adopts a dual-computer hot standby mode, and the system can be ensured to stably run when a disaster accident occurs to the database.

The management center is responsible for the unified management of the whole system, and optimizes the distribution of the equipment at the user end and the equipment at the advisor end by analyzing the data, so that the income of equipment release is maximized, and in addition, the shift of advisors can be reasonably arranged.

It should be noted that the specific service module of the remote advisor video management system shown in fig. 2 is only an example of a scenario, and in actual situations, other different service modules may be further configured; moreover, the functions of the service modules are not limited to the above examples, and may be set according to actual needs.

By the remote advisor video management system of the embodiment, real-time communication and data acquisition between the off-line store and the remote advisor are realized; the queue and the allocation strategy are added in the calling process, the efficiency maximization of the remote advisor is realized, the quality of the advisor service for the off-line store user is guaranteed, and the investment cost of the advisor service can be reduced.

In the remote advisor video management system described with reference to the above embodiments, the present invention provides an embodiment of a remote advisor video management method, and in the following embodiments of the method, the method is described by taking an example of the method applied to a management center.

In one embodiment, as shown in FIG. 3, the remote advisor video management method includes the steps of:

s10, the management center receives the video call request from the user terminal; the video call request is sent by the user side when an operation instruction for calling a remote advisor is detected; s20, the management center allocates a target counselor to the video call request according to the latest remote counselor data; the remote advisor data includes: video call records between the advisor and the user; s30, the management center establishes a video call between the target advisor and the user terminal; s40, after the video call is successfully established, the management center receives user data used for representing the user identity of the user side and sent by the user side; and S50, identifying the identity information of the user terminal user according to the user data, acquiring the consumption behavior data corresponding to the identity information and sending the consumption behavior data to the target advisor terminal, so that the consumption behavior data corresponding to the user terminal user is also displayed when the target advisor terminal displays the video call window.

In the remote advisor video management method of the above embodiment, the management center can establish a video call between the user side and the advisor side when the user side and the advisor side are connected to the network, and the management center can allocate an appropriate advisor side to the user side based on the stored remote advisor data, and serve a large number of offline store users through a small number of remote advisors, thereby improving the efficiency of the remote advisors, ensuring the quality of the advisors for the offline store users, and reducing the investment cost of the advisor service.

Further, as shown in fig. 4, after receiving the video call request from the user side, the management center further includes the following steps:

s201, the management center stores the video call request into a first request queue; the first request queue is a first-in first-out queue; s202, the management center detects whether the video call request is positioned at the head of the first request queue, if so, the step S30 is executed, otherwise, the step S202 is returned, namely, the allocation of a target advisor to the video call request is suspended.

Wherein, the step S30 may further include:

s301, the management center detects whether an advisor end in a non-video call state exists according to the latest remote advisor data; if yes, go to step S302; if not, returning to step S301, namely, suspending the allocation of the target advisor to the video call request. S302, the management center distributes an advisor end for the video call request from advisor ends in a non-video call state.

As an example, a specific implementation manner of the step S302 may include: taking the advisor terminal which is currently in a non-video state as a candidate advisor terminal; if the number of the candidate consultants is more than one, determining one from the candidate consultants according to a set consultant allocation strategy, and allocating the determined one to the video call request; the advisor allocation policy bases include: and each candidate advisor end and the user end perform video call times and/or accumulated call duration within a first set time period.

In one embodiment, referring to fig. 5, after receiving the video call request from the user terminal, the management center further includes the following steps:

s211, the management center stores the video call request into a second request queue; s212, the management center sends the video call request waiting for response in the second request queue to an advisor; s213, is the management center receiving the selection instruction of the advisor for the video call request in the second request queue? If yes, go to step S30, otherwise, go back to step S213, i.e. suspend allocating target advisor for the video call request.

Wherein, the step S30 may further include: s311, the management center identifies the advisor end sending the selected instruction; s312, the management center distributes the advisor end sending the selected instruction to the video call request.

In the foregoing steps S201 and S211, a specific manner of storing the video call request in the first request queue or the second request queue may include: when video call requests of a plurality of user sides are received simultaneously, the video call requests of the plurality of user sides are stored in the first request queue or the second request queue according to a preset sequencing rule; the ordering rule comprises: the video call request sending time information sequence, and/or the video call request corresponding client priority sequence.

In one embodiment, the process of storing the video call requests of the plurality of user terminals in the first request queue or the second request queue according to a preset ordering rule includes:

when video call requests of a plurality of user sides are received simultaneously, identifying the priority of the user side corresponding to the video call request; sequencing the video call requests of the plurality of user sides according to the priority of the user sides to obtain a first sequencing result; in the first sequencing result, if the priorities of the clients corresponding to at least two video call requests are the same, acquiring the initiation time information of the at least two video call requests, and sequencing the at least two video call requests in the first sequencing result according to the initiation time information to obtain a second sequencing result; and storing the video call requests of the plurality of user sides into the first request queue or the second request queue according to a second sequencing result.

In another embodiment, the process of storing the video call requests of the plurality of user terminals in the first request queue or the second request queue according to a preset ordering rule includes:

s1, when the management center receives the video call requests of a plurality of user terminals at the same time, identifying the initiation time information of the video call requests; s2, the management center sorts the video call requests of the plurality of user sides according to the sequence of the initiation time information to obtain a first sorting result; s3, in the first sorting result, is the originating time information of at least two video call requests the same? If yes, go to step S4, otherwise go to step S6; s4, acquiring priorities of the clients of the at least two video call requests, and sorting the at least two video call requests in the first sorting result according to the priorities to obtain a second sorting result; s5, storing the video call requests of the multiple clients into the first request queue or the second request queue according to the second sorting result; s6, storing the video call requests of the plurality of user terminals into the first request queue or the second request queue according to the first ordering result.

Due to the difference of network transmission quality, the transmission time spent on the video call requests of different clients to the management center may be different, so even if the management center receives the video call requests of multiple clients at the same time, the video call requests of the multiple clients may not be initiated at the same time, and therefore the video call requests may be sequenced according to the initiation time. Assuming that the receiving time and the initiating time of the video call requests are the same, the video call requests can be sequenced by combining the priority of the user terminal.

Furthermore, the priority of the user side can be preset, the set priority of the user side is reported to the management center for storage, and when the priority of the user side needs to be updated, the priority record stored in the management center is updated. The manner of setting or updating the priority may include: an administrator logs in a management center and sets or updates the priority of a user side; or, the priority is set in the system of the user terminal, after the user terminal accesses the management center, the user terminal can report the priority to the management center, and when the priority of the user terminal changes, the user terminal reports the priority to the management center again. The client priority management efficiency of the former mode is high, and the expansibility of the client priority management of the latter mode is better; according to the actual situation, one or a combination of the two ways can be adopted to set or update the priority of the user terminal.

In one embodiment, the remote advisor data maintained by the management center further comprises: business data of the offline store and a history record of video call requests initiated by the user side. Correspondingly, on the basis of the remote advisor video management method of the above embodiment, the method may further include the steps of: predetermining the priority of a user side; the basis for determining the priority includes at least one of:

according to the following steps of 1: determining business data of an offline store within a second time period according to the remote advisor data, thereby determining a priority of a user side of the offline store; according to the following 2: determining time information of the last video call request initiated by the user side according to the remote advisor data, thereby determining the priority of the user side; according to the following 3: determining the time information of the last video call between the user side and the advisor side according to the remote advisor data, thereby determining the priority of the user side; according to 4: and determining the accumulated time length and/or the accumulated times of the video calls between the user side and the advisor side within a third set time period according to the remote advisor data, thereby determining the priority of the user side.

The management center dynamically determines the priority of the user side based on the stored remote advisor data, and the flexibility of the priority of the user side can be further improved in the mode, so that the management of a plurality of user sides in the remote advisor video management system is more intelligent.

Further, referring to fig. 6, in an embodiment, the remote advisor video management method may further include the steps of:

s40, the management center receives the commodity identification information sent by the user terminal; the commodity identification information is obtained by scanning the identification code of the commodity by the user side; s50, the management center inquires the channel information of the commodity according to the commodity identification information; and S60, the management center respectively sends the channel information of the commodity to the advisor side and the user side to trigger the advisor side and the user side to display the channel information of the commodity.

The user side can acquire the commodity identification information through the commodity identification information acquisition interface. The implementation mode can comprise the following steps: the management center can control the user side to display the commodity identification information acquisition interface according to the operation instruction of the target advisor side, and the user side does not need to execute interface switching operation; other implementation manners may also include that the user at the user side may also operate the user side under the guidance of the advisor to enter the goods identification information obtaining interface.

The remote consultant may direct the user to perform a query for merchandise information, such as: after the video call between the target counselor and the user terminal is established, the remote counselor guides the user to inquire commodity information. The user of the offline store can inquire the related information of the commodity through the user side, wherein the related information comprises commodity description information or commodity channel information, and the user can conveniently know the purchased commodity. For example: the user makes the identification code of the commodity face to the scanning area of the user side, the user side obtains commodity identification information by scanning the identification code of the commodity, and the commodity identification information is sent to the management center; the management center inquires channel information of the commodity according to the commodity identification information; the channel information of the commodity is transmitted to the user side and/or the advisor side, so that the commodity-related information can be displayed on the user side and/or the advisor side, when the advisor side displays the commodity-related information, the remote advisor can conveniently service the user by combining the commodity-related information, and the advisor service effect is improved. In the embodiment of the present invention, the identification code of the commodity refers to an information code capable of identifying a source of the commodity, and includes, but is not limited to, a barcode, a two-dimensional code, and the like.

Further, referring to fig. 7, in an embodiment, the remote advisor video management method may further include the steps of:

s70, the management center obtains the user login information; the user login information is from the user side or a mobile terminal outside the user side; s80, the management center identifies the user identity according to the user login information; s90, the management center determines the consumption file corresponding to the user identity; s100, the management center sends the consumption file to the advisor to trigger the advisor to display the consumption file.

Wherein, steps S70-S100 can be executed after establishing the video call between the target advisor and the user terminal; or before the video call between the target advisor and the user terminal is established, the management center sends the consumption file to the user terminal to display the consumption file of the user at the user terminal before the video call between the target advisor and the user terminal is established.

The remote advisor may guide the user to log in the user side, for example, in the video call process, after the remote advisor obtains the user's consent, the remote advisor sends a service operation instruction for opening the user login page to the management center through the corresponding service module of the advisor side, and after receiving the service operation instruction, the management center sends a message for opening the user login page to the user side. After receiving the message of opening the user login page, the user side displays the user login page; the user login page may include an input box for receiving login information input by a user in the login page, where the login information may be a mobile phone number of the user or a social network number of the user; and the user side acquires user login information and sends the user login information to the management center. In addition, the user login page can also comprise a two-dimension code, and the user can also scan the two-dimension code through social software, directly acquire user information through quick authorization and send the user information to management execution, so that quick login is realized.

Further, in an embodiment, after identifying the user identity according to the user login information, the remote advisor video management method may further comprise the steps of:

s110, the management center sends an identification result to the target advisor to trigger the target advisor to display the identification result in the process of video communication with the user side; s120, for a non-registered user, a management center receives a service operation instruction which is sent by the target client and used for indicating the user side to display a registration interface; s130, the management center sends a message for displaying the registration interface to the user side so as to trigger the user side to receive the message of the management center and display the registration interface in the process of video communication with the user side.

It is understood that steps S120 and S130 may be performed based on the corresponding operations of the remote advisor, and the embodiment of the present invention is not limited to the automatic execution.

In one embodiment, the remote advisor video management method may further comprise the steps of: the management center updates the consumption file of the current user of the user side; the consumption file comprises user identity and commodity identification information. Through the steps, the original consumption file of the history registered user can be updated, and the consumption file can be newly built for the new registered user.

In one embodiment, the remote advisor video management method may further comprise the steps of: receiving operation state information of the user side, wherein the operation state information carries identification information of the user side and a current operation state; the current running state comprises a starting-up state, a shutdown state or a standby state; receiving running state information of the advisor, wherein the running state information carries identification information of the advisor and the current running state; and storing the respective running state information of the user side and the advisor side.

The operation state information of the user side and the advisor side is received, so that the user side and the advisor side can be managed through the management center, and the abnormal user side or advisor side can be reminded of relevant personnel to maintain in time, wherein the reminding mode comprises but is not limited to local reminding or remote reminding, and the remote reminding can be short messages, WeChats or telephones and the like.

The remote advisor video management system described with reference to the above embodiments, the present invention also provides an embodiment of a remote advisor video management method applied to the client side in fig. 1; in one embodiment, the remote advisor video management method applied to the user side comprises the steps of:

detecting an operation instruction of a user side for calling a remote consultant, and sending a video call request to a management center; the user side is arranged in an off-line store; the video call request is used for triggering the management center to distribute an advisor end for the video call request according to the latest remote advisor data, the advisor end serves as a target advisor end, and the video call between the target advisor end and the user end is established; the remote advisor data includes: video call records between the advisor and the user;

displaying a video call window at a user side;

after the video call is successfully established, the user side also sends user data used for representing the user identity of the user side to a management center; and the management center identifies the identity information of the user terminal user according to the user data, acquires the consumption behavior data corresponding to the identity information and sends the consumption behavior data to the target advisor, so that the remote advisor effect of the consumption behavior data corresponding to the user terminal user is also displayed when the target advisor displays the video call window.

Further, in an embodiment, the method for managing the video by the remote advisor applied to the user terminal may further include the steps of:

displaying a commodity identification interface at a user side; scanning the identification code of the commodity through the commodity identification interface to obtain commodity identification information; sending the commodity identification information to the management center; the commodity identification information is used for triggering the management center to inquire the channel information of the commodity according to the commodity identification information;

and the user side receives the channel information of the commodity sent by the management center and displays the channel information of the commodity.

The user side can display the commodity identification interface according to the information of the management center, and a user of the user side does not need to perform terminal operation, so that convenience is provided for the user. In other scenarios, the user may display the product identification interface by operating the user terminal under the guidance of the remote counselor.

displaying a user login interface at a user side; obtaining user login information through the user login; sending the user login information to the management center; the user login information is used for triggering the management center to identify the user identity according to the user login information and determining a consumption file corresponding to the user identity; and receiving the consumption file sent by the management center, and displaying the consumption file.

The user side can display the user login interface according to the message of the management center, and a user of the user side does not need to perform terminal operation, so that convenience is provided for the user. In other scenarios, the user may display the user login interface through user-side operation under the guidance of the remote advisor.

Further, after sending the user login information to the management center, the method may further include:

the user side receives a message which is sent by the management center and used for displaying a registration interface; the message for displaying the registration interface is generated after the management center receives a service operation instruction which is sent by the target advisor and used for indicating the user side to display the registration interface;

and displaying a registration interface at the user terminal.

In this embodiment, the user side displays the user registration interface according to the message of the management center, and the user of the user side does not need to perform terminal operation, thereby providing convenience for the user. In other scenarios, the user may display the user registration interface through user-side operation under the guidance of the remote advisor.

It should be understood that for the foregoing method embodiments, although the steps in the flowcharts are shown in order indicated by the arrows, the steps are not necessarily performed in order indicated by the arrows. The steps are not performed in the exact order shown and described, and may be performed in other orders, unless explicitly stated otherwise. Moreover, at least a portion of the steps in the flow charts of the method embodiments may include multiple sub-steps or multiple stages that are not necessarily performed at the same time, but may be performed at different times, and the order of performance of the sub-steps or stages is not necessarily sequential, but may be performed in turn or alternating with other steps or at least a portion of the sub-steps or stages of other steps.

Embodiments of the remote advisor video management apparatus are also provided herein based on the same ideas as the remote advisor video management method in the above embodiments.

In an embodiment, as shown in fig. 9, the remote advisor video management apparatus of this embodiment is applied to a management center, and specifically includes:

a request receiving module 601, configured to receive a video call request from a user side;

an advisor allocation module 602 for allocating a target advisor to the video call request based on the latest remote advisor data; wherein the remote advisor data comprises: video call records between the advisor and the user;

a video connection module 603, configured to establish a video call between the target advisor and the user;

a user data receiving module 604, configured to receive user data used for representing a user identity of a user side after the video call is successfully established;

a behavior data issuing module 605, configured to identify the identity information of the user-side user according to the user data, obtain consumption behavior data corresponding to the identity information, and send the consumption behavior data to the target advisor, so that when the target advisor displays the video call window, the consumption behavior data corresponding to the user-side user is also displayed.

For specific limitations of the remote advisor video management system, reference is made to the above limitations of the remote advisor video management system and method, which are not described herein again. The various modules in the remote advisor video management facility described above may be implemented in whole or in part by software, hardware, and combinations thereof. The modules can be embedded in a hardware form or independent of a processor in the server, and can also be stored in a memory in the server in a software form, so that the processor can call and execute operations corresponding to the modules.

In addition, in the above exemplary embodiment of the remote advisor video management apparatus, the logical division of the program modules is only an example, and in practical applications, the above functions may be allocated by different program modules according to requirements, for example, due to configuration requirements of corresponding hardware or due to convenience of implementation of software, that is, the internal structure of the remote advisor video management apparatus may be divided into different program modules to implement all or part of the above described functions.

In one embodiment, a remote advisor video management appliance adapted for use on a user side comprises:

the request sending module is used for detecting an operation instruction of a user side for calling a remote consultant and sending a video call request to the management center; the user side is arranged in an off-line store; the video call request is used for triggering the management center to distribute a target advisor end for the video call request according to the latest remote advisor data, and establishing a video call between the target advisor end and the user end; the remote advisor data includes: video call records between the advisor and the user;

the video call module is used for displaying a video call window;

the user data sending module is used for sending user data used for representing the identity of a user at a user end to the management center after the video call is successfully established, so that the management center identifies the identity information of the user at the user end according to the user data, acquires consumption behavior data corresponding to the identity information and sends the consumption behavior data to the target advisor end; and when the target advisor displays the video call window, the effect of displaying the consumption behavior data corresponding to the user at the user terminal is realized.

In one embodiment, a management center device is provided, the internal structure of which may be as shown in fig. 10. The server includes a processor, a memory, a network interface, and a database connected by a system bus. Wherein the processor of the server is configured to provide computing and control capabilities. The memory of the server comprises a nonvolatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, a computer program, and a database. The internal memory provides an environment for the operation of an operating system and computer programs in the non-volatile storage medium. The database of the server is used to store data for the remote advisor video management facility. The network interface of the server is used for communicating with an external terminal through network connection. The computer program when executed by a processor implements a remote advisor video management method.

In one embodiment, a user end device is provided, and the internal structure thereof can be as shown in fig. 11. The computer device includes a processor, a memory, a network interface, a display screen, and an input device connected by a system bus. Wherein the processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device comprises a nonvolatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operation of an operating system and computer programs in the non-volatile storage medium. The network interface of the computer device is used for communicating with an external terminal through a network connection. The computer program is executed by a processor to implement a method for tracking shots by an intelligent terminal. The display screen of the computer equipment can be a liquid crystal display screen or an electronic ink display screen, and the input device of the computer equipment can be a touch layer covered on the display screen, a key, a track ball or a touch pad arranged on the shell of the computer equipment, an external keyboard, a touch pad or a mouse and the like.

Fig. 11 is a view showing an internal structure of the counselor device.

It will be appreciated by those skilled in the art that the configurations shown in fig. 10 and 11 are merely block diagrams of some configurations relevant to the present disclosure, and do not constitute a limitation on the servers to which the present disclosure may be applied, and a particular server may include more or less components than those shown in the figures, or combine certain components, or have a different arrangement of components.

In one embodiment, a server device is provided comprising a memory having a computer program stored therein and a processor that when executed implements the steps included in the remote advisor video management method of any of the above embodiments.

In one embodiment, a computer readable storage medium is provided, having stored thereon a computer program that, when executed by a processor, performs the steps included in the remote advisor video management method of any of the above embodiments.

It will be understood by those skilled in the art that all or part of the processes of the methods of the embodiments described above can be implemented by hardware instructions of a computer program, which can be stored in a non-volatile computer-readable storage medium, and when executed, can include the processes of the embodiments of the methods described above. Any reference to memory, storage, database, or other medium used in the embodiments provided herein may include non-volatile and/or volatile memory, among others. Non-volatile memory can include read-only memory (ROM), Programmable ROM (PROM), Electrically Programmable ROM (EPROM), Electrically Erasable Programmable ROM (EEPROM), or flash memory. Volatile memory can include Random Access Memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in a variety of forms such as Static RAM (SRAM), Dynamic RAM (DRAM), Synchronous DRAM (SDRAM), Double Data Rate SDRAM (DDRSDRAM), Enhanced SDRAM (ESDRAM), Synchronous Link DRAM (SLDRAM), Rambus Direct RAM (RDRAM), direct bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM).

The technical features of the above embodiments can be arbitrarily combined, and for the sake of brevity, all possible combinations of the technical features in the above embodiments are not described, but should be considered as the scope of the present specification as long as there is no contradiction between the combinations of the technical features.

In the above embodiments, the descriptions of the respective embodiments have respective emphasis, and for parts that are not described in detail in a certain embodiment, reference may be made to related descriptions of other embodiments.

The terms "comprises" and "comprising," as well as any variations thereof, of the embodiments herein are intended to cover non-exclusive inclusions. For example, a process, method, system, article, or apparatus that comprises a list of steps or (module) elements is not limited to only those steps or elements but may alternatively include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.

Reference herein to "a plurality" means two or more. "and/or" describes the association relationship of the associated objects, meaning that there may be three relationships, e.g., a and/or B, which may mean: a exists alone, A and B exist simultaneously, and B exists alone. The character "/" generally indicates that the former and latter associated objects are in an "or" relationship.

References to "first/second" herein are used merely for distinction and are not intended to be limitations on size, order, sub-order, etc. It is to be understood that "first \ second" may be interchanged under certain circumstances or sequences, or that "first \ second" distinguished objects may be interchanged under appropriate circumstances such that embodiments described herein may be practiced otherwise than as specifically illustrated or described herein.

The above-mentioned embodiments only express several embodiments of the present application, and the description thereof is more specific and detailed, but not construed as limiting the scope of the invention. It should be noted that, for a person skilled in the art, several variations and modifications can be made without departing from the concept of the present application, which falls within the scope of protection of the present application. Therefore, the protection scope of the present patent shall be subject to the appended claims.

Claims

1. A remote consultant video management system is characterized by comprising a user side, a consultant side and a management center;

the management center is used for distributing a target advisor end for the video call request according to the latest remote advisor data and establishing a video call between the target advisor end and the user end; the remote advisor data comprises video call records between each advisor end and a user end; after the video call is successfully established, video call windows are respectively displayed on a target advisor end and a user end;

2. The remote advisor video management system as claimed in claim 1,

the management center is used for storing the video call request into a first request queue, and when the video call request is detected to be positioned at the head of the first request queue, a target advisor end is allocated to the video call request according to the latest remote advisor data; the first request queue is a first-in first-out queue;

alternatively, the first and second electrodes may be,

the management center is further used for storing the video call request into a second request queue, sending the video call request waiting for response in the second request queue to each advisor, and when receiving a selection instruction of an advisor for the video call request in the second request queue, allocating a target advisor to the video call request according to the latest remote advisor data corresponding to the advisor corresponding to the selection instruction;

the advisor is further used for displaying the video call request information waiting for response in the second request queue; the video call request information comprises user side information, offline store information corresponding to the user side and request waiting time information;

alternatively, the first and second electrodes may be,

the management center is further used for detecting a consultant terminal in a non-video call state according to the latest remote consultant data as a candidate consultant terminal when the video call request is detected to be positioned at the head of the first request queue, and determining a target consultant terminal from the candidate consultant terminal according to the video call times and/or the accumulated call duration of each candidate consultant terminal and the user terminal in a first set time period.

3. A remote advisor video management method applied to a management center, the method comprising:

receiving a video call request from a user side;

allocating a target advisor to the video call request based on the latest remote advisor data; the remote advisor data includes: video call records between the advisor and the user;

establishing a video call between the target advisor and the user;

after the video call is successfully established, receiving user data which is sent by the user side and used for representing the user identity of the user side;

4. The method of claim 3, wherein after receiving the video call request from the user terminal, further comprising:

said assigning an advisor to said video call request based on the most recent remote advisor data, comprising:

alternatively, the first and second electrodes may be,

sending the video call request waiting for response in the second request queue to an advisor; when a selected instruction of an advisor for the video call request in the second request queue is received, a target advisor is allocated to the video call request according to the latest remote advisor data corresponding to the advisor corresponding to the selected instruction.

5. The method of claim 4, wherein said assigning a target advisor to the video call request based on the most recent remote advisor data comprises:

and determining a target advisor from the candidate advisors according to the video call times and/or the accumulated call duration of each candidate advisor and the user side in the first set time period, and allocating the target advisor to the video call request.

6. The method of claim 4, wherein saving the video call request to a first request queue or a second request queue comprises:

7. The method of claim 6, further comprising, in the remote advisor data: business data of an offline store corresponding to the user side and a history record of video call requests initiated by the user side;

the method further comprises at least one of:

8. A remote consultant video management device is characterized by being applied to a management center; the device comprises:

the advisor allocation module is used for allocating a target advisor end for the video call request according to the latest remote advisor data; wherein, the remote advisor data comprises a video call record between an advisor end and a user end;

9. A computer device comprising a memory and a processor, the memory storing a computer program, wherein the processor when executing the program implements the steps of the method of any of claims 3 to 7.

10. A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the steps of the method according to any one of claims 3 to 7.