CN115113967A

CN115113967A - Question feedback method and device, electronic equipment and storage medium

Info

Publication number: CN115113967A
Application number: CN202210872864.7A
Authority: CN
Inventors: 王彪
Original assignee: Ping An Life Insurance Company of China Ltd
Current assignee: Ping An Life Insurance Company of China Ltd
Priority date: 2022-07-21
Filing date: 2022-07-21
Publication date: 2022-09-27

Abstract

The embodiment of the application provides a problem feedback method and device, electronic equipment and a storage medium, and belongs to the technical field of computers. The method comprises the following steps: responding to a first interactive event of the terminal, and displaying a question feedback interface corresponding to the first interactive event; responding to a second interaction event triggered on the problem feedback interface, acquiring feedback voice information, and performing voice recognition on the feedback voice information to obtain first text information; performing semantic analysis on the first text information to obtain a semantic analysis result, calling back a corresponding application interface according to the semantic analysis result, and performing image interception on the application interface to obtain first image information; and generating a question feedback file according to the first text information and the first image information, and uploading the question feedback file to a server. The problem feedback efficiency can be improved.

Description

Question feedback method and device, electronic equipment and storage medium

Technical Field

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

Background

The feedback of the user is important for the development of the product, and the product development party can be helped to better understand the problems encountered by the user, the functions expected to be added and a series of other suggestions, so that the product development party can have more comprehensive understanding on the product of the product development party and has important guiding significance for the subsequent product planning.

In the current application products, users often spend a large amount of time to find a problem feedback entry, then input the problem that feeds back through modes such as screenshot, input big section characters, etc., can submit the feedback content according to guide one-step operation, the whole process is complicated, the efficiency is low, the product use experience of users is influenced, so that a large number of users, especially old users, are unwilling to feed back the problem or give up feedback in the operation process. Therefore, how to improve the efficiency of problem feedback when the user uses the application product becomes a technical problem to be solved urgently.

Disclosure of Invention

The embodiment of the application mainly aims to provide a problem feedback method and device, an electronic device and a storage medium, and aims to improve the problem feedback efficiency.

To achieve the above object, a first aspect of an embodiment of the present application provides a problem feedback method, including:

responding to a first interactive event of a terminal, and displaying a question feedback interface corresponding to the first interactive event;

responding to a second interaction event triggered on the problem feedback interface, acquiring feedback voice information, and performing voice recognition on the feedback voice information to obtain first text information;

performing semantic analysis on the first text information to obtain a semantic analysis result, calling back a corresponding application interface according to the semantic analysis result, and performing image interception on the application interface to obtain first image information;

and generating a question feedback file according to the first text information and the first image information, and uploading the question feedback file to a server.

In some embodiments, the presenting, in response to a first interactive event of a terminal, a question feedback interface corresponding to the first interactive event includes:

determining an interaction identifier of the first interaction event;

matching a corresponding problem feedback interface in a preset problem feedback interface library according to the interactive identification;

and displaying the question feedback interface through the terminal.

In some embodiments, the obtaining feedback speech information in response to a second interaction event triggered on the question feedback interface, and performing speech recognition on the feedback speech information to obtain first text information includes:

when a first touch operation triggered by a first area is detected, voice recording is carried out on the current environment through the terminal;

when a second touch operation triggered by the first area is detected, stopping voice recording through the terminal to obtain the feedback voice information;

inputting the feedback voice information into a pre-trained voice recognition model to obtain candidate text information, and displaying the candidate text information through the problem feedback interface;

when a third touch operation triggered by the second area is detected, returning to the step of recording the voice of the current environment through the terminal;

when a fourth touch operation triggered by the second area is detected, determining that the candidate text information is the first text information;

wherein the first area and the second area are both located on the issue feedback interface.

In some embodiments, the performing semantic analysis on the first text information to obtain a semantic analysis result, calling back a corresponding application interface according to the semantic analysis result, and performing image interception on the application interface to obtain first image information includes:

inputting the first text information into a pre-trained semantic analysis model to obtain a semantic analysis result;

acquiring a current process list of the terminal, traversing in the current process list according to the semantic analysis result, and determining a corresponding first application process;

displaying an application interface of the first application process through the terminal, and intercepting the application interface according to a preset image interception template to obtain first image information;

the image intercepting template comprises a preset image intercepting frame, a size of an intercepting area and a position of the intercepting area.

In some embodiments, the generating a question feedback file from the first text information and the first image information comprises:

extracting information from the first text information according to the semantic analysis result to obtain a plurality of keywords;

performing OCR character recognition on the first image information, and labeling the first image information according to a character recognition result and the keyword to obtain second image information;

and packaging the first text information and the second image information to generate a question feedback file.

acquiring system log information of the terminal;

packaging the first text information, the second image information and the system log information to generate a problem feedback file;

the system log information includes at least one of a user operation path, a CPU utilization rate, a memory utilization rate, a disk space utilization rate, and a network state.

In some embodiments, the first interaction event comprises at least one of a shake event, a rotation event, a press event, a wrist-up event, a wrist-down event, a head-up event, a head-shaking event, a voice input event, and a body-sensing event;

the second interaction event includes at least one of a single click event, a long press event, a zoom event, a slide event, and a drag event.

To achieve the above object, a second aspect of embodiments of the present application provides a problem feedback apparatus, including:

the interface display module is configured to respond to a first interactive event of the terminal and display a question feedback interface corresponding to the first interactive event;

the voice recognition module is configured to respond to a second interaction event triggered on the problem feedback interface, obtain feedback voice information, and perform voice recognition on the feedback voice information to obtain first text information;

the image interception module is configured to perform semantic analysis on the first text information to obtain a semantic analysis result, call back a corresponding application interface according to the semantic analysis result, and perform image interception on the application interface to obtain first image information;

the file uploading module is configured to generate a question feedback file according to the first text information and the first image information, and upload the question feedback file to a server.

In order to achieve the above object, a third aspect of the embodiments of the present application provides an electronic device, which includes a memory, a processor, a program stored on the memory and executable on the processor, and a data bus for implementing connection communication between the processor and the memory, wherein the program, when executed by the processor, implements the problem feedback method according to the first aspect.

To achieve the above object, a fourth aspect of embodiments of the present application proposes a storage medium, which is a computer-readable storage medium for computer-readable storage, the storage medium storing one or more programs, which are executable by one or more processors to implement the problem feedback method according to the first aspect.

The problem feedback method and device, the electronic device and the storage medium respond to a first interaction event of a terminal to display a corresponding problem feedback interface, respond to a second interaction event triggered on the problem feedback interface to obtain feedback voice information, perform voice recognition on the feedback voice information to obtain first text information, perform semantic analysis on the first text information to obtain a semantic analysis result, call back a corresponding application interface according to the semantic analysis result, perform image interception to obtain first image information, and finally generate a problem feedback file according to the first text information and the first image information and upload the problem feedback file to a server. According to the problem feedback method and device, the corresponding problem feedback interface is directly displayed through the interactive event of the terminal, a user does not need to search for a feedback inlet in an application interface, and the problem feedback efficiency is improved; feedback voice information is obtained through an interactive event triggered on the problem feedback interface and voice recognition is carried out, a user does not need to input problems, the operation time of the user is saved, and the problem feedback efficiency is further improved; by performing semantic analysis on the text information obtained by identification and calling back the corresponding application interface to perform image interception according to the semantic analysis result, the image information of the application interface with problems can be automatically acquired, the comprehensiveness and the real-time performance of problem feedback are improved, and the problem feedback efficiency is further improved.

Drawings

FIG. 1 is a flow chart of a problem feedback method provided by an embodiment of the present application;

fig. 2 is a flowchart of step S101 in fig. 1;

FIG. 3 is a flowchart of step S102 in FIG. 1;

fig. 4 is a flowchart of step S103 in fig. 1;

FIG. 5 is a flowchart of one embodiment of step S104 of FIG. 1;

FIG. 6 is a flow chart of another embodiment of step S104 in FIG. 1;

FIG. 7 is a schematic structural diagram of a problem feedback device provided in an embodiment of the present application;

fig. 8 is a schematic hardware structure diagram of an electronic device according to an embodiment of the present application.

Detailed Description

In order to make the objects, technical solutions and advantages of the present application more apparent, the present application 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 present application and are not intended to limit the present application.

It should be noted that although functional blocks are partitioned in a schematic diagram of an apparatus and a logical order is shown in a flowchart, in some cases, the steps shown or described may be performed in a different order than the partitioning of blocks in the apparatus or the order in the flowchart. The terms first, second and the like in the description and in the claims, and the drawings described above, are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order.

Unless defined otherwise, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this application belongs. The terminology used herein is for the purpose of describing embodiments of the present application only and is not intended to be limiting of the application.

First, several terms referred to in the present application are resolved:

Human-Computer Interaction (HCI): is a study on the interaction between the system and the user, and the system can be various machines and can also be a computerized system and software. The man-machine interface is generally a part visible to a user, and the user communicates with the system through the man-machine interface and performs operations, such as a play button of a radio, an instrument panel on an airplane, or a control room of a power plant. The man-machine interaction event refers to the information exchange process between a person and a computer for completing a determined task in a certain interaction mode by using a certain dialogue language between the person and the computer.

Artificial Intelligence (AI): is a new technical science for researching and developing theories, methods, technologies and application systems for simulating, extending and expanding human intelligence; artificial intelligence is a branch of computer science that attempts to understand the essence of intelligence and produces a new intelligent machine that can react in a manner similar to human intelligence, and research in this field includes robotics, language recognition, image recognition, natural language processing, and expert systems, among others. The artificial intelligence can simulate the information process of human consciousness and thinking. Artificial intelligence is also a theory, method, technique and application system that uses a digital computer or a machine controlled by a digital computer to simulate, extend and expand human intelligence, perceive the environment, acquire knowledge and use the knowledge to obtain the best results.

Natural Language Processing (NLP): NLP uses computer to process, understand and use human language (such as chinese, english, etc.), and belongs to a branch of artificial intelligence, which is a cross discipline between computer science and linguistics, also commonly called computational linguistics. Natural language processing includes parsing, semantic analysis, discourse understanding, and the like. Natural language processing is commonly used in the technical fields of machine translation, character recognition of handwriting and print, speech recognition and text-to-speech conversion, information intention recognition, information extraction and filtering, text classification and clustering, public opinion analysis and viewpoint mining, and relates to data mining, machine learning, knowledge acquisition, knowledge engineering, artificial intelligence research, linguistic research related to language calculation and the like related to language processing.

Information Extraction (Information Extraction): and extracting entity, relation, event and other factual information of specified types from the natural language text, and forming a text processing technology for outputting structured data. Information extraction is a technique for extracting specific information from text data. The text data is composed of specific units, such as sentences, paragraphs and chapters, and the text information is composed of small specific units, such as words, phrases, sentences and paragraphs or combinations of these specific units. The extraction of noun phrases, names of people, names of places, etc. in the text data is text information extraction, and of course, the information extracted by the text information extraction technology can be various types of information.

Ocr (optical character recognition) character recognition: refers to a process in which an electronic device (e.g., a scanner or a digital camera) checks a character printed on paper, determines its shape by detecting dark and light patterns, and then translates the shape into a computer text by a character recognition method; the method is characterized in that characters in a paper document are converted into an image file with a black-and-white dot matrix in an optical mode aiming at printed characters, and the characters in the image are converted into a text format through recognition software for further editing and processing by word processing software. How to debug or use auxiliary information to improve recognition accuracy is the most important issue of OCR. The main indicators for measuring the performance of the OCR system are: the rejection rate, the false recognition rate, the recognition speed, the user interface friendliness, the product stability, the usability, the feasibility and the like.

Based on this, embodiments of the present application provide a problem feedback method and apparatus, an electronic device, and a storage medium, which aim to improve the efficiency of problem feedback.

The problem feedback method and apparatus, the electronic device, and the storage medium provided in the embodiments of the present application are specifically described in the following embodiments, and first, the problem feedback method in the embodiments of the present application is described.

The embodiment of the application can acquire and process related data based on an artificial intelligence technology. Among them, Artificial Intelligence (AI) is a theory, method, technique and application system that simulates, extends and expands human Intelligence using a digital computer or a machine controlled by a digital computer, senses the environment, acquires knowledge and uses the knowledge to obtain the best result.

The artificial intelligence infrastructure generally includes 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 robot technology, a biological recognition technology, a voice processing technology, a natural language processing technology, machine learning/deep learning and the like.

The embodiment of the application provides a problem feedback method, and relates to the technical field of artificial intelligence. The problem feedback method provided by the embodiment of the application can be applied to a terminal, a server side and software running in the terminal or the server side. In some embodiments, the terminal may be a smartphone, tablet, laptop, desktop computer, or the like; the server side can be configured into an independent physical server, a server cluster or a distributed system formed by a plurality of physical servers, and cloud servers for providing basic cloud computing services such as cloud service, a cloud database, cloud computing, cloud functions, cloud storage, network service, cloud communication, middleware service, domain name service, security service, CDN (content delivery network) and big data and artificial intelligence platforms; the software may be an application or the like implementing the problem feedback method, but is not limited to the above form.

The application is operational with numerous general purpose or special purpose computing system environments or configurations. For example: personal computers, server computers, hand-held or portable devices, tablet-type devices, multiprocessor systems, microprocessor-based systems, set top boxes, programmable consumer electronics, network PCs, minicomputers, mainframe computers, distributed computing environments that include any of the above systems or devices, and the like. The application may be described in the general context of computer-executable instructions, such as program modules, being executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, etc. that perform particular tasks or implement particular abstract data types. The application may also be practiced in distributed computing environments where tasks are performed by remote processing devices that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote computer storage media including memory storage devices.

In each embodiment of the present application, when data related to the user identity or characteristic, such as user information, user behavior data, user history data, and user location information, is processed, permission or consent of the user is obtained, and the data collection, use, and processing comply with relevant laws and regulations and standards of relevant countries and regions. In addition, when the embodiment of the present application needs to acquire sensitive personal information of a user, individual permission or individual consent of the user is obtained through a pop-up window or a jump to a confirmation page, and after the individual permission or individual consent of the user is definitely obtained, necessary user-related data for enabling the embodiment of the present application to operate normally is acquired.

Fig. 1 is an alternative flowchart of a problem feedback method provided in an embodiment of the present application, and the method in fig. 1 may include, but is not limited to, steps S101 to S104.

Step S101, responding to a first interaction event of a terminal, and displaying a question feedback interface corresponding to the first interaction event;

step S102, responding to a second interaction event triggered on a problem feedback interface, acquiring feedback voice information, and performing voice recognition on the feedback voice information to obtain first text information;

step S103, performing semantic analysis on the first text information to obtain a semantic analysis result, calling back a corresponding application interface according to the semantic analysis result, and performing image interception on the application interface to obtain first image information;

and step S104, generating a question feedback file according to the first text information and the first image information, and uploading the question feedback file to a server.

In the steps S101 to S104 illustrated in the embodiment of the present application, the corresponding problem feedback interface is directly displayed through the interaction event of the terminal, and a user does not need to search for a feedback entry in the application interface, so that the problem feedback efficiency is improved; feedback voice information is obtained through an interactive event triggered on the problem feedback interface and voice recognition is carried out, a user does not need to input problems, the operation time of the user is saved, and the problem feedback efficiency is further improved; by performing semantic analysis on the text information obtained by identification and calling back the corresponding application interface to perform image interception according to the semantic analysis result, the image information of the application interface with problems can be automatically acquired, the comprehensiveness and the real-time performance of problem feedback are improved, and the problem feedback efficiency is further improved.

In some embodiments, the first interaction event comprises at least one of a shake event, a rotation event, a press event, a wrist up event, a wrist down event, a head up event, a head shaking event, a voice input event, and a body sensing event; the second interaction event includes at least one of a single click event, a long press event, a zoom event, a slide event, and a drag event.

Specifically, the interaction event is an event triggered by human-computer interaction between a user and the terminal. In the embodiment of the application, the terminal executing the method can be a smart phone with a touch screen, a smart bracelet, a smart watch, a smart car device, a smart television device, a game machine device and the like.

It can be understood that the first interaction event is an interaction operation of a user based on a terminal level, and is used for triggering a problem feedback function of the terminal and displaying a problem feedback interface, and the first interaction event may be at least one of a shaking event, a rotation event, a pressing event, a wrist lifting event, a wrist flipping event, a head lowering event, a head raising event, a head shaking event, a voice input event, and a body feeling event.

It is understood that the second interactive event enables a user to trigger or terminate a voice recording function of the terminal based on an interactive operation of a touch screen layer on the terminal, and the second interactive event includes at least one of a single-click event, a long-press event, a zoom event, a slide event, and a drag event.

Referring to fig. 2, in some embodiments, step S101 may include, but is not limited to, step S1011 to step S1013:

step S1011, determining an interaction identifier of the first interaction event;

step S1012, matching a corresponding problem feedback interface in a preset problem feedback interface library according to the interactive identification;

and step S1013, displaying the question feedback interface through the terminal.

In step S1011 of some embodiments, interaction identifiers corresponding to interaction events may be preset, and each interaction identifier corresponds to a corresponding user interaction action, so as to distinguish user operations.

In step S1012 of some embodiments, a problem feedback interface library may be preset, where different problem feedback interfaces are stored, each problem feedback interface corresponds to a different interaction identifier, and the corresponding problem feedback interface may be determined by performing matching search in the problem feedback interface library according to the determined interaction identifier.

In step S1013 of some embodiments, the question feedback interface displayed by the terminal has different styles according to different interaction events, for example, for an elderly user, a question feedback interface with a simple interface and a large font may be preset, and the interaction event corresponding to the question feedback interface is configured as an action that is easy to be performed by the elderly user, such as a head shaking event or a head raising event, so that the question feedback interface may be automatically displayed after the corresponding interaction event is detected.

It can be understood that when a user encounters a problem in the process of using an application product, a problem feedback interface can be popped up through interactive operation such as shaking a mobile phone, and the user does not need to search for a feedback entry in the application interface, so that the problem feedback efficiency is improved.

Referring to fig. 3, in some embodiments, step S102 may include, but is not limited to, step S1021 to step S1025:

step S1021, when a first touch operation triggered by the first area is detected, recording voice in the current environment through the terminal;

step S1022, when detecting the second touch operation triggered by the first area, stopping voice recording by the terminal to obtain feedback voice information;

step S1023, inputting the feedback voice information into a pre-trained voice recognition model to obtain candidate text information, and displaying the candidate text information through a problem feedback interface;

step S1024, when a third touch operation triggered by the second area is detected, returning to the step of recording the voice of the current environment through the terminal;

step S1025, when a fourth touch operation triggered by the second area is detected, determining the candidate text information as the first text information;

wherein the first area and the second area are both located on the problem feedback interface.

In step S1021 in some embodiments, the first touch operation may be configured as at least one of a single-click event, a long-press event, a zoom event, a slide event, and a drag event, and when the user performs the corresponding first touch operation in the first area, a voice recording function of the terminal may be started.

In step S1022 of some embodiments, the second touch operation may be configured to be at least one of a single-click event, a long-press event, a zoom event, a slide event, and a drag event, and when the user performs the corresponding second touch operation in the first area, the voice recording function of the terminal may be terminated, so as to obtain the feedback voice information.

It is understood that the first touch operation and the second touch operation may be configured to be different interaction events, such as the first touch operation being a single-click event, the second touch operation being a sliding event, and the first touch operation being a long-press event, the second touch operation being a long-press release event, and the like; the first touch operation and the second touch operation may also be configured to be the same interaction event, for example, the first touch operation and the second touch operation are both click events, the click event triggered for the first time is the first touch operation, the click event triggered for the second time is the second touch operation, and the control of the terminal voice recording can also be realized. It should be appreciated that the foregoing examples are merely illustrative of the embodiments of the present application, and the specific form of the first touch operation and the second touch operation is not limited in the embodiments of the present application.

In step S1023 of some embodiments, the speech recognition Model may adopt an existing speech recognition system framework, including Acoustic Analysis (Signal Analysis), Acoustic Model (acoustics Model), dictionary (Lexicon), Language Model (Language Model), Search/decode (Search/decode).

It can be understood that after the feedback speech information is subjected to signal analysis, a plurality of most likely word sequences are found in a search space by combining the acoustic model, the language model and the dictionary, so that candidate text information can be formed and displayed through the question feedback interface. After the user views the candidate text information displayed on the question feedback interface, the user can confirm or re-record the voice through corresponding touch operation.

In step S1024 of some embodiments, the third touch operation may be configured as at least one of a single-click event, a long-press event, a zoom event, a slide event, and a drag event, and when the user performs the corresponding third touch operation in the second area, the voice recording function of the terminal may be started again, and then the subsequent steps of voice recording may be executed again.

In step S1025 of some embodiments, the fourth touch operation may be configured as at least one of a single-click event, a long-press event, a zoom event, a slide event, and a drag event, and when the user performs the corresponding fourth touch operation in the second area, the confirmation of the candidate text information may be completed, and the candidate text information may be input as the first text information to the subsequent steps.

It is to be understood that the third touch operation and the fourth touch operation may be configured to be different interaction events, such as the first touch operation being a click event, the second touch operation being a slide event, and the first touch operation being a click event, the second touch operation being a long press event, and the like; the first touch operation and the second touch operation may also be configured to be the same interaction event, for example, the first touch operation and the second touch operation are both click events, two click areas are set at different positions of the second area, the first click area is identified as "rerecording", the second click area is identified as "confirm", the click event triggered in the first click area is the third touch operation, the click event triggered in the second click area is the fourth touch operation, and similarly, confirmation of the candidate text information may be achieved. It should be appreciated that the foregoing examples are merely illustrative of the embodiments of the present application, and the specific form of the first touch operation and the second touch operation is not limited in the embodiments of the present application.

In a specific embodiment, the user can be prompted to press and hold a corresponding interface button to record voice through the problem feedback interface, the user can describe the problem encountered by the user when the user uses the application product through the voice, and the pressed interface button can be released after the description is completed. The terminal background identifies the feedback voice information of the user, if the voice of the user can be identified, the feedback voice information is converted into candidate text information, and the candidate text information is displayed through a problem feedback interface, so that the user can conveniently confirm whether the text is correct; if the user voice cannot be recognized, the user can be prompted to re-record through the problem feedback interface.

It can be appreciated that in the embodiment of the application, the feedback voice information is acquired through the interaction event triggered on the problem feedback interface and is subjected to voice recognition, the problem input by the user is not required, the operation time of the user is saved, and the problem feedback efficiency is further improved.

Referring to fig. 4, in some embodiments, step S103 may include, but is not limited to including, steps S1031 to S1033:

step S1031, inputting the first text information into a pre-trained semantic analysis model to obtain a semantic analysis result;

step S1032, acquiring a current process list of the terminal, traversing in the current process list according to a semantic analysis result, and determining a corresponding first application process;

step S1033, displaying an application interface of the first application process through the terminal, and intercepting the application interface according to a preset image interception template to obtain first image information;

In step S1031 of some embodiments, the semantic analysis model may adopt an existing semantic analysis system framework, or may be obtained through deep learning training. The semantic analysis result can be obtained after the semantic analysis is performed on the first text information through the semantic analysis model, the semantic analysis result can represent the application products with problems encountered by the user in a directional manner to a certain extent, and especially when the user does not explicitly say the name of the application product, traversal judgment can be performed in a current process list of the terminal according to the semantic analysis result, so that a corresponding application process is found. For example, if the semantic analysis result is that "the mobile phone cannot scan the code for payment", it may be a problem in the use of the payment APP such as WeChat or Paibao, and if the semantic analysis result is that "the mobile phone cannot view the bill of the bank card", it may be a problem in the use of the mobile phone bank APP such as a safe pocket bank or a UnionPay cloud flash payment.

It is understood that Semantic Analysis (Semantic Analysis) is a branch of Artificial Intelligence (Artificial Intelligence) and is a core task of Natural Language Processing (NLP), involving multiple disciplines such as linguistics, computational linguistics, machine learning, and cognitive languages. Semantic analysis refers to learning and understanding semantic contents represented by a text by using various methods, and any understanding of a language can be classified into the category of semantic analysis. A text segment is usually composed of words, sentences and paragraphs, and the semantic analysis can be further decomposed into vocabulary level semantic analysis, sentence level semantic analysis and chapter level semantic analysis according to different language units of the comprehension object. Generally speaking, vocabulary-level semantic analysis focuses on how to obtain or distinguish the semantics of words, sentence-level semantic analysis attempts to analyze the expressed semantics of an entire sentence, and chapter semantic analysis aims at studying the inherent structure of natural language text and understanding the semantic relationships between text elements (which may be sentence clauses or paragraphs). Briefly, the goal of semantic analysis is to realize automatic semantic analysis in each language unit (including vocabulary, sentences, chapters, etc.) by establishing an effective model and system, thereby realizing understanding of the true semantics of the whole text expression.

In step S1032 of some embodiments, the current process list of the terminal may be viewed by invoking a resource manager of the terminal; after a current process list of the terminal is obtained, traversing can be carried out in the current process list according to a semantic analysis result, and a corresponding application process is determined; when one application process can be uniquely determined, the application process is used as a first application process, when one application process cannot be uniquely determined, paging display or page sliding switching display can be simultaneously carried out on the determined application processes, and the first application process is determined according to touch operation of a user.

In step S1033 of some embodiments, the image capture template may be set in advance according to application interfaces of different application products, on one hand, a border of the application interface needs to be adapted to avoid capturing other application information or personal information on a terminal desktop, and on the other hand, a partial area on the application interface needs to be shielded to protect user privacy, such as a user head portrait area, a user nickname area, and a user balance area of a payment treasure interface, and also such as a user name area and a user asset area of a safe pocket bank interface.

The method and the device have the advantages that semantic analysis is carried out on the text information obtained through recognition, the corresponding application interface is called back to carry out image interception according to the semantic analysis result, image information of the application interface with problems can be automatically obtained, comprehensiveness and instantaneity of problem feedback are improved, and efficiency of problem feedback is further improved; through the setting of the image interception template, the personal information of the user can be protected, and the use experience of the user is improved.

Referring to fig. 5, in some embodiments, the step of generating the question feedback file according to the first text information and the first image information in step S104 may include, but is not limited to, steps S1041 to S1043:

step S1041, extracting information of the first text information according to the semantic analysis result to obtain a plurality of keywords;

step S1042, performing OCR character recognition on the first image information, and labeling the first image information according to the character recognition result and the keyword to obtain second image information;

step S1043, performing packaging processing on the first text information and the second image information to generate a question feedback file.

In step S1041 of some embodiments, the semantic analysis result may indicate the type of the problem encountered by the user in a directional manner to some extent, for example, if the semantic analysis result is "the mobile phone cannot pay by scanning a code", it indicates that the user has a payment problem, and for example, if the semantic analysis result is "the mobile phone cannot view a bill of a bank card", it indicates that the user has a bill query problem. And extracting information from the first text information according to the semantic analysis result to obtain a plurality of keywords related to the problem type.

In step S1042 of some embodiments, OCR character recognition may be performed on the intercepted first image information, character information corresponding to each image area is recognized, then labeling is carried out on each region of the first image information according to the keywords obtained by information extraction, for example, the semantic analysis result is that the mobile phone cannot pay by scanning codes, the keyword is a two-dimensional code, the two-dimensional code area of the user of the interface of the payment instrument can be labeled (for the two-dimensional code in the area, the privacy of the user can be protected by the setting or fuzzy processing of the image template), and for example, if the semantic analysis result is that the mobile phone cannot view the bill of the bank card and the keyword is that the bill is queried, the account detail area of the interface of the secure pocket bank can be labeled (for the information in other areas on the interface, the privacy of the user can be protected by the setting or fuzzy processing of the image template).

In step S1043 of some embodiments, the question feedback file generated by packaging the first text information and the second image information may be uploaded to a server, and the server or a human may analyze the question and dispatch the question to a corresponding processing person.

It can be appreciated that in the embodiment of the application, the first text information is extracted to obtain the keywords, and the first image information is subjected to the region labeling according to the keywords, so that subsequent processing personnel can quickly know the problems encountered by the user, and the problem feedback processing efficiency is improved.

Referring to fig. 6, in some embodiments, the step of generating the question feedback file according to the first text information and the first image information in step S104 may include, but is not limited to, steps S1044 to S1047:

step S1044, extracting information of the first text information according to the semantic analysis result to obtain a plurality of keywords;

step S1045, performing OCR character recognition on the first image information, and labeling the first image information according to the character recognition result and the keyword to obtain second image information;

step S1046, obtaining system log information of the terminal;

step S1047, packaging the first text information, the second image information and the system log information to generate a problem feedback file;

The implementation processes of step S1044 and step S1045 are consistent with the implementation processes of step S1041 and step S1042, respectively, and this embodiment of the present application is not described herein again.

In step S1046 of some embodiments, the system log information of the terminal includes at least one of a user operation path, a CPU utilization rate, a memory utilization rate, a disk space utilization rate, and a network status. It can be understood that the system log information of the terminal can represent the application product operating environment when the user uses the application product to cause problems, which is particularly important for the BUG which is not easy to reproduce, and the follow-up processing personnel can perform more accurate analysis and judgment on the problem reasons by combining the system log information.

In step S1047 of some embodiments, the problem feedback file generated by packaging the first text information, the second image information, and the system log information may be uploaded to a server, and the server or a human may analyze the problem and dispatch the problem to a corresponding processing person.

It can be appreciated that the embodiment of the application further improves the comprehensiveness and the real-time performance of the problem feedback by collecting the system log information, and further improves the efficiency of the problem feedback.

The method and the device for processing the problem feedback information display are characterized by responding to a first interactive event of a terminal to display a corresponding problem feedback interface, responding to a second interactive event triggered on the problem feedback interface to obtain feedback voice information, performing voice recognition on the feedback voice information to obtain first text information, performing semantic analysis on the first text information to obtain a semantic analysis result, calling back a corresponding application interface according to the semantic analysis result, performing image interception to obtain first image information, and finally generating a problem feedback file according to the first text information and the first image information and uploading the problem feedback file to a server. According to the problem feedback method and device, the corresponding problem feedback interface is directly displayed through the interactive event of the terminal, a user does not need to search for a feedback inlet in an application interface, and the problem feedback efficiency is improved; feedback voice information is obtained through an interactive event triggered on the problem feedback interface and voice recognition is carried out, a user does not need to input problems, the operation time of the user is saved, and the problem feedback efficiency is further improved; by performing semantic analysis on the text information obtained by identification and calling back the corresponding application interface to perform image interception according to the semantic analysis result, the image information of the application interface with problems can be automatically acquired, the comprehensiveness and the real-time performance of problem feedback are improved, and the problem feedback efficiency is further improved.

It can be appreciated that, based on the problem feedback method of the present application, a user only needs to use simple interactive operations (such as gestures, voice, etc.) to implement feedback of a problem, and operations such as complex text input and picture capturing are avoided.

In addition, based on the problem feedback method, a product developer does not need to directly contact the user to acquire the field information of the problem to enable the user to try the recurrence of the problem, and a large amount of communication cost is saved; meanwhile, less disturbance to the user also enables the user to be happy to feed back, which is beneficial to the product development party to improve the quality of the application product and improve the user experience.

Referring to fig. 7, an embodiment of the present application further provides a problem feedback apparatus, which can implement the problem method described above, and the problem feedback apparatus includes:

and the file uploading module is configured to generate a question feedback file according to the first text information and the first image information and upload the question feedback file to the server.

The specific implementation of the problem feedback apparatus is substantially the same as the specific implementation of the problem feedback method, and is not described herein again.

An embodiment of the present application further provides an electronic device, where the electronic device includes: the problem feedback method comprises a memory, a processor, a program stored on the memory and capable of running on the processor, and a data bus for realizing connection communication between the processor and the memory, wherein the program realizes the problem feedback method when being executed by the processor. The electronic equipment can be any intelligent terminal including a tablet computer, a vehicle-mounted computer and the like.

Referring to fig. 8, fig. 8 illustrates a hardware structure of an electronic device according to another embodiment, where the electronic device includes:

the processor 801 may be implemented by a general-purpose CPU (central processing unit), a microprocessor, an Application Specific Integrated Circuit (ASIC), or one or more integrated circuits, and is configured to execute a relevant program to implement the technical solution provided in the embodiment of the present application;

the memory 802 may be implemented in a form of a Read Only Memory (ROM), a static storage device, a dynamic storage device, or a Random Access Memory (RAM). The memory 802 may store an operating system and other application programs, and when the technical solution provided in the embodiments of the present specification is implemented by software or firmware, related program codes are stored in the memory 802, and the processor 801 is used to call and execute the problem feedback method according to the embodiments of the present application;

an input/output interface 803 for realizing information input and output;

the communication interface 804 is used for realizing communication interaction between the device and other devices, and can realize communication in a wired manner (such as USB, network cable, and the like) or in a wireless manner (such as mobile network, WIFI, bluetooth, and the like);

a bus 805 that transfers information between the various components of the device (e.g., the processor 801, memory 802, input/output interfaces 803, and communication interface 804);

wherein the processor 801, the memory 802, the input/output interface 803 and the communication interface 804 are communicatively connected to each other within the device via a bus 805.

Embodiments of the present application further provide a storage medium, which is a computer-readable storage medium for computer-readable storage, and the storage medium stores one or more programs, and the one or more programs are executable by one or more processors to implement the problem feedback method.

The memory, which is a non-transitory computer readable storage medium, may be used to store non-transitory software programs as well as non-transitory computer executable programs. Further, the memory may include high speed random access memory, and may also include non-transitory memory, such as at least one disk storage device, flash memory device, or other non-transitory solid state storage device. In some embodiments, the memory optionally includes memory located remotely from the processor, and these remote memories may be connected to the processor through a network. Examples of such networks include, but are not limited to, the internet, intranets, local area networks, mobile communication networks, and combinations thereof.

According to the problem feedback method, the problem feedback device, the electronic equipment and the storage medium, the corresponding problem feedback interface is directly displayed through the interaction event of the terminal, a user does not need to search a feedback inlet in an application interface, and the problem feedback efficiency is improved; feedback voice information is obtained through an interactive event triggered on the problem feedback interface and voice recognition is carried out, a user does not need to input problems, the operation time of the user is saved, and the problem feedback efficiency is further improved; by performing semantic analysis on the text information obtained by identification and calling back the corresponding application interface according to the semantic analysis result to perform image interception, the image information of the application interface with problems can be automatically acquired, the comprehensiveness and real-time performance of problem feedback are improved, and the efficiency of problem feedback is further improved.

The embodiments described in the embodiments of the present application are for more clearly illustrating the technical solutions of the embodiments of the present application, and do not constitute a limitation to the technical solutions provided in the embodiments of the present application, and it is obvious to those skilled in the art that the technical solutions provided in the embodiments of the present application are also applicable to similar technical problems with the evolution of technology and the emergence of new application scenarios.

It will be appreciated by those skilled in the art that the solutions shown in fig. 1-6 are not intended to limit the embodiments of the present application and may include more or fewer steps than those shown, or some of the steps may be combined, or different steps may be included.

The above-described embodiments of the apparatus are merely illustrative, wherein the units illustrated as separate components may or may not be physically separate, i.e. may be located in one place, or may also be distributed over a plurality of network elements. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment.

One of ordinary skill in the art will appreciate that all or some of the steps of the methods, systems, functional modules/units in the devices disclosed above may be implemented as software, firmware, hardware, and suitable combinations thereof.

The terms "first," "second," "third," "fourth," and the like in the description of the application and the above-described figures, if any, are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used is interchangeable under appropriate circumstances such that the embodiments of the application described herein are capable of operation in sequences other than those illustrated or described herein. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.

It should be understood that in the present application, "at least one" means one or more, "a plurality" means two or more. "and/or" for describing an association relationship of associated objects, indicating that there may be three relationships, e.g., "a and/or B" may indicate: only A, only B and both A and B are present, wherein A and B may be singular or plural. The character "/" generally indicates that the former and latter associated objects are in an "or" relationship. "at least one of the following" or similar expressions refer to any combination of these items, including any combination of single item(s) or plural items. For example, at least one (one) of a, b, or c, may represent: a, b, c, "a and b", "a and c", "b and c", or "a and b and c", wherein a, b, c may be single or plural.

In the several embodiments provided in the present application, it should be understood that the disclosed apparatus and method may be implemented in other ways. For example, the above-described apparatus embodiments are merely illustrative, and for example, the above-described division of units is only one type of division of logical functions, and other divisions may be realized in practice, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.

The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.

In addition, functional units in the embodiments of the present application may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.

The integrated unit, if implemented in the form of a software functional unit and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present application may be substantially implemented or contributed to by the prior art, or all or part of the technical solution may be embodied in a software product, which is stored in a storage medium and includes multiple instructions for causing a computer device (which may be a personal computer, a server, or a network device) to perform all or part of the steps of the method of the embodiments of the present application. And the aforementioned storage medium includes: various media capable of storing programs, such as a usb disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk, or an optical disk.

The preferred embodiments of the present application have been described above with reference to the accompanying drawings, and the scope of the claims of the embodiments of the present application is not limited thereto. Any modifications, equivalents and improvements that may occur to those skilled in the art without departing from the scope and spirit of the embodiments of the present application are intended to be within the scope of the claims of the embodiments of the present application.

Claims

1. A problem feedback method, comprising:

2. The question feedback method according to claim 1, wherein the presenting a question feedback interface corresponding to a first interactive event of a terminal in response to the first interactive event comprises:

determining an interaction identifier of the first interaction event;

and displaying the question feedback interface through the terminal.

3. The question feedback method according to claim 1, wherein the obtaining of the feedback voice information in response to a second interaction event triggered on the question feedback interface, and performing voice recognition on the feedback voice information to obtain the first text information comprises:

4. The question feedback method according to claim 1, wherein the semantic analyzing the first text information to obtain a semantic analysis result, calling back a corresponding application interface according to the semantic analysis result, and performing image interception on the application interface to obtain first image information includes:

5. The question feedback method according to claim 1, wherein generating a question feedback file based on the first text information and the first image information comprises:

6. The question feedback method according to claim 1, wherein generating a question feedback file based on the first text information and the first image information comprises:

acquiring system log information of the terminal;

the system log information comprises at least one of a user operation path, a CPU utilization rate, a memory utilization rate, a disk space utilization rate and a network state.

7. The question feedback method according to any one of claims 1 to 6, characterized by:

the first interaction event comprises at least one of a shaking event, a rotation event, a pressing event, a wrist lifting event, a wrist turning event, a head lowering event, a head raising event, a head shaking event, a voice input event and a body feeling event;

8. A problem feedback device, the device comprising:

9. An electronic device, characterized in that the electronic device comprises a memory, a processor, a program stored on the memory and executable on the processor, and a data bus for enabling connection communication between the processor and the memory, the program, when executed by the processor, implementing the steps of the problem feedback method as claimed in any one of claims 1 to 7.

10. A storage medium, which is a computer-readable storage medium, for computer-readable storage, characterized in that the storage medium stores one or more programs, which are executable by one or more processors, to implement the steps of the problem feedback method as claimed in any one of claims 1 to 7.