CN116029740A - Information processing method and device - Google Patents
Information processing method and device Download PDFInfo
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Abstract
The application provides an information processing method and device, wherein an intelligent customer service server obtains problem feedback information sent by a user through a client of an application, and the problem feedback information comprises abnormal condition information existing in the process of using the application by the user of the client; the intelligent customer service server determines an abnormal category of the abnormality existing in the client and an applicable target solution based on the abnormal condition information, wherein the target solution comprises the following steps: and sending the target solution to the client so that the client sequentially executes the at least one first control command to solve the abnormality of the client. According to the scheme, the complexity of solving the abnormal problem existing at the client side can be reduced, so that the intelligent customer service server can more effectively solve the abnormal problem existing in the application and use process, and the problem solving rate is improved.
Description
Technical Field
The present disclosure relates to the field of data processing technologies, and in particular, to an information processing method and apparatus.
Background
Applications installed on the terminal side are increasing. In the process of using the application by the user, some problems, such as abnormal account login or abnormal data transmission, often occur.
After the user encounters a problem in the application process, the user can feed back the encountered problem information to the intelligent customer service system of the application in the form of problem feedback. The intelligent customer service system generally combines the problem information fed back by the user to give operation suggestions in the form of text, and the user performs related operation on the application according to the operation suggestions so as to solve the corresponding problem. However, if the user is unfamiliar with the terminal or the application, it may be difficult to solve the related problems according to the given operation advice, resulting in high complexity of solving the problems, which is disadvantageous for effectively solving the problems encountered in the application using process.
Disclosure of Invention
In view of this, the present application provides an information processing method and apparatus, so as to reduce the complexity of solving the problem of abnormality existing on the client side, so that the intelligent customer service server can more effectively solve the problem of abnormality existing in the application use process, and improve the problem resolution.
In order to achieve the above object, the present application provides an information processing method, applied to an intelligent customer service server, including:
obtaining problem feedback information sent by a user through a client of an application, wherein the problem feedback information comprises: abnormal condition information existing in the process of using the application by a user of the client;
Determining an abnormality category of an abnormality existing at the client based on the abnormality information;
determining a target solution applicable to the abnormal category, wherein the target solution comprises the following steps: at least one first control command with a sequence;
and sending the target solution to the client so that the client sequentially executes the at least one first control command to solve the abnormality existing in the client.
In one possible implementation, after sending the target solution to the client, the method further includes:
obtaining result feedback information returned by the client for the target solution, wherein the result feedback information is used for representing whether the abnormality existing in the client is solved or not;
if the abnormality category corresponding to the abnormality information cannot be determined, the target solution applicable to the abnormality category does not exist, or the result feedback information indicates that the abnormality existing in the client is not solved yet, the problem feedback information is stored in a problem library, so that the problem feedback information in the problem library is processed by artificial customer service.
In yet another possible implementation manner, the obtaining the result feedback information returned by the client for the target solution includes at least one of:
If the first control command indicates an operation action for detecting the execution result of the control command, obtaining the feedback information of the execution result returned by the client for the first control command, and determining the feedback information of the execution result as the feedback information of the result of the target solution;
and outputting a result inquiry prompt to the client to obtain the input information of the client aiming at the result inquiry prompt, wherein the result inquiry prompt is used for prompting a user to confirm whether the abnormality existing in the client is solved.
In yet another possible implementation manner, after the storing the problem feedback information in the problem repository, the method further includes:
acquiring a task scheme configured by a manual customer service aiming at the problem feedback information in the problem library, wherein the task scheme comprises at least one second control command with a sequence;
if the client and the intelligent customer service server are not in communication connection, transmitting a target push message to the client, wherein the target push message is used for prompting a user of the client to log in the client so as to process the abnormality existing in the client;
and if the client establishes communication connection with the intelligent customer service server, sending the task scheme to the client based on the communication connection so that the client sequentially executes the at least one second control command.
In yet another possible implementation manner, after the storing the problem feedback information in the problem repository, the method further includes:
obtaining a log obtaining request input by a manual customer service aiming at the problem feedback information in a problem library, wherein the log obtaining request indicates information of at least one associated component related to the abnormality of the client side in the client side;
based on the log obtaining request, sending a log obtaining command to the client, wherein the log obtaining command is used for indicating the client to obtain log information of the at least one associated component;
and acquiring log data information returned by the client side aiming at the log acquisition command, and storing the log data information and the problem feedback information in an associated mode.
In still another aspect, the present application further provides an information processing method, applied to a client of an application, including:
obtaining problem feedback information input by a user of the client, wherein the problem feedback information comprises: abnormal condition information existing in the process of using the application by a user of the client;
the problem feedback information is sent to an intelligent customer service server;
obtaining a target solution returned by the intelligent customer service server, wherein the target solution comprises the following steps: at least one first control command with a sequence;
And executing the at least one first control command according to the sequence of the at least one first control command so as to solve the abnormality of the client.
In yet another possible implementation manner, the first control command indicates a component identifier of a component executing the first control command;
the executing the at least one first control command according to the sequence of the at least one first control command includes:
sequentially determining the first control commands to be executed according to the sequence of the at least one first control command;
and transmitting the first control command to be executed to a target component corresponding to the target component identifier in the client based on the target component identifier indicated by the first control command to be executed, so as to execute the first control command to be executed through the target component.
In yet another possible implementation manner, the method further includes:
in the process of executing the first control command, if an operation action for detecting the execution result of the control command is indicated in the first control command, executing the operation action indicated in the first control command, and obtaining the detection information of the execution result of the first control command;
And sending the execution result detection information of the first control command to the intelligent customer service server as the execution result feedback information of the first control command.
In still another aspect, the present application further provides an information processing apparatus, which is applied to an intelligent customer service server, and the apparatus includes:
the problem feedback obtaining unit is used for obtaining problem feedback information sent by a user through a client of an application, and the problem feedback information comprises: abnormal condition information existing in the process of using the application by a user of the client;
an anomaly category determination unit configured to determine an anomaly category of an anomaly existing at the client based on the anomaly condition information;
a solution determining unit, configured to determine a target solution applicable to the anomaly category, where the target solution includes: at least one first control command with a sequence;
and the solution sending unit is used for sending the target solution to the client so that the client sequentially executes the at least one first control command and solves the abnormality existing in the client.
In still another aspect, the present application further provides an information processing apparatus, applied to a client of an application, including:
The information obtaining unit is configured to obtain problem feedback information input by a user of the client, where the problem feedback information includes: abnormal condition information existing in the process of using the application by a user of the client;
the information sending unit is used for sending the problem feedback information to the intelligent customer service server;
the solution obtaining unit is configured to obtain a target solution returned by the intelligent customer service server, where the target solution includes: at least one first control command with a sequence;
and the exception handling unit is used for executing the at least one first control command according to the sequence of the at least one first control command so as to solve the exception of the client.
From the above, in the present application, the client may send the abnormal condition information existing in the application using process to the intelligent customer service server in the form of the problem feedback information. After the intelligent customer service server determines the abnormal category of the abnormality existing in the client based on the abnormal condition information, a target solution applicable to solving the abnormality of the abnormal category can be determined, and the target solution is sent to the client. Because the target solution comprises at least one control command which is required to be executed for solving the abnormality, the client only needs to execute the at least one control command to solve the abnormality of the client, and the user does not need to combine the operation prompt given by the intelligent customer service server to manually operate to try to solve the problem, thereby greatly reducing the complexity of solving the abnormality problem existing in the application process, being beneficial to more accurately solving the problem and improving the effectiveness of solving the abnormality problem.
Drawings
In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings that are needed in the description of the embodiments will be briefly described below, and it is obvious that the drawings in the following description are only embodiments of the present application, and that other drawings can be obtained according to the provided drawings without inventive effort for a person skilled in the art.
Fig. 1 is a schematic flow chart of an application of an information processing method provided in an embodiment of the present application to an intelligent customer service server side;
fig. 2 is a schematic flow chart of an application of the method for processing information provided in the embodiment of the present application to a client side;
fig. 3 shows a schematic view of an application scenario provided in an embodiment of the present application;
fig. 4 is a schematic flow interaction diagram of an information processing method according to an embodiment of the present application;
fig. 5 is a schematic diagram showing a composition structure of an information processing apparatus provided in an embodiment of the present application;
fig. 6 is a schematic diagram showing the constitution of still another information processing apparatus provided in the embodiment of the present application.
Detailed Description
According to the scheme, the problem feedback information of the abnormal condition submitted by the client can be effectively solved, the complexity of solving the abnormal problem is reduced, and the problem of abnormality in the application using process is effectively solved.
The following description of the embodiments of the present application will be made clearly and fully with reference to the accompanying drawings, in which it is evident that the embodiments described are only some, but not all, of the embodiments of the present application. All other embodiments, which can be made by one of ordinary skill in the art based on the embodiments herein without undue burden, are within the scope of the present application.
The scenario of the solution of the present application includes: the client of the application and the intelligent customer service server associated with the application can be a user terminal running the application. In the application, the intelligent customer service server can at least provide intelligent customer service for the application, and of course, the intelligent customer service server can integrate other service functions of the application, and is not limited to the above.
For ease of understanding, the following description will be made from the intelligent customer service server side.
Fig. 1 is a schematic flow chart of an implementation of an information processing method provided by an embodiment of the present application on an intelligent customer service server side, where the method of the embodiment may include:
s101, obtaining problem feedback information sent by a user through a client of an application.
The problem feedback information includes: abnormal condition information existing in the process of using the application by the user of the client.
The abnormal condition information may include information describing the specific performance and the number of times of the abnormal condition in which the client has an abnormality, the scene in which the abnormality occurs, and the like, which is not limited.
It will be appreciated that the abnormal conditions that may exist during the use of an application will vary based on the type of application. For example, a more common exception may be that the application has a flashing back, a logging exception, or a data issuing exception. In particular, for some applications that provide video-type services, abnormal conditions during use of the application may further include: video file anomalies, and page errors, etc.
In this application, the specific implementation of sending the problem feedback information to the intelligent customer service server by the client that obtains the application may have multiple possibilities, and the following description will be given with several possible cases:
for example, in one possible scenario, a client may establish an instant messaging session connection with an intelligent customer service server, upon which a user of the client may enter exception condition information describing an exception that the client exists on an instant messaging session interface. Correspondingly, the intelligent customer service server obtains at least one session message transmitted by the user through the client through instant messaging session connection, and obtains problem feedback information based on the at least one session message.
In the possible situation, the user can not clearly and accurately describe the abnormal problem in the application through one session message, and the intelligent customer service server can also guide the user to continuously describe the specific abnormal information through carrying out semantic analysis on the session message and combining the semantic analysis result. Correspondingly, the intelligent customer service server can determine the problem feedback information which needs to be fed back by the user by combining the keywords in one or more session messages provided by the user through the client.
In yet another possible scenario, the client may present an abnormal feedback interface in the application, e.g., the user may trigger the client to present an abnormal feedback interface of the application by clicking on an abnormal feedback option of the application, etc. The anomaly feedback interface may include template questions for describing the anomaly and some options. On this basis, the user may input or select some information related to the use of the application based on the abnormal feedback interface. On the basis, the client can obtain the problem feedback information input by the user on the abnormal feedback interface and send the problem feedback information to the intelligent customer service server, and correspondingly, the intelligent customer service server can obtain the problem feedback information input by the user on the abnormal feedback interface, which is sent by the client.
Of course, the above is described by taking two manners of obtaining the problem feedback information as an example, and in practical application, if the client side feeds back the problem feedback information submitted by the user to the intelligent customer service server through other manners, the problem feedback information is also applicable to the application, which is not limited.
S102, determining an abnormality category of the abnormality existing in the client based on the abnormality information.
The abnormality categories may be divided in advance according to various situations in which abnormality occurs in the application. On the basis, by combining the abnormal condition information, the abnormal category of the abnormality existing in the client can be determined.
For example, keyword sets corresponding to different anomaly categories may be preconfigured, and each keyword set may include at least one keyword. On the basis, the abnormal condition information can be segmented, each segmented word of the abnormal condition information is combined with a keyword set corresponding to the abnormal category to be matched, and then the abnormal category with the matching degree meeting the requirement is found to be used as the abnormal category corresponding to the client.
For example, a matching expression corresponding to different anomaly categories may be preconfigured, and whether the anomaly information accords with the matching expression or not may be detected, which is not limited.
Of course, other implementations of determining the anomaly category based on the anomaly condition information are possible, without limitation.
S103, determining a target solution applicable to the abnormal category.
The object solution comprises: at least one control command having a sequencing order. To facilitate differentiation from control commands in a subsequent manual customer service configured solution, the control name in the target solution is referred to as a first control command. The first control command in the target solution is a command that needs to be executed by the client to solve the anomaly problem under the anomaly category.
For example, in one possible implementation, solutions corresponding based on different anomaly categories may be preconfigured, each of which may include one or more control commands. Based on the solutions corresponding to different anomaly categories, a target solution corresponding to the anomaly category of the anomaly of the client can be determined.
Illustrating:
assuming that the application is a video playing application, and the abnormal type of the abnormality of the client of the application is video playing error, the operation required to be executed by the client for solving the problems can be analyzed in advance according to the problems, and then a corresponding solution is configured.
Aiming at the problems, detecting the information abstract, such as the mac 5, of the video file downloaded by the client; if the summary of the video file is not problematic, then it is necessary to switch the playback decoding mode to detect if the playback decoding mode is unsuitable, resulting in video playback errors. If the video playing error can not be solved after the playing decoding mode is switched, the client can be instructed to report the related log file so as to facilitate subsequent abnormal check and the like of the artificial customer service.
Based on the above, the target solution may include three first control instructions, where the first control instruction is to control and detect the information abstract of the downloaded file; the second control instruction is used for controlling the switching of the playing decoding mode; the third control instruction is to acquire log data of the video playing component.
S104, sending the target solution to the client so that the client sequentially executes at least one first control command to solve the abnormality existing in the client.
There are many possibilities for the specific implementation of the intelligent customer service server to send the target solution to the client. If the client has a function of supporting remote service call, for example, the intelligent customer service server can call an interface in the client to transmit the target solution through the remote service call, and execute a corresponding first control command in the target solution through the client.
In one possible implementation, a long link may be established between the client and the intelligent customer service server, where the problem feedback information is transmitted to the intelligent customer service server based on the long link. Correspondingly, the intelligent customer service server can also send the target solution to the client based on the long link. For example, the intelligent customer service server invokes a specified interface in the client and transmits the interface to the target solution via a long link.
From the above, the client may send the abnormal condition information existing in the application using process to the intelligent customer service server in the form of problem feedback information. After the intelligent customer service server determines the abnormal category of the abnormality existing in the client based on the abnormal condition information, a target solution applicable to solving the abnormality of the abnormal category can be determined, and the target solution is sent to the client. Because the target solution includes at least one control command which needs to be executed for solving the abnormality, the client only needs to execute the at least one control command to solve the abnormality of the client, and does not need to be manually operated to try to solve the problem by combining an operation prompt given by the intelligent customer service server, thereby greatly reducing the complexity of solving the abnormality problem existing in the application process, being beneficial to more accurately solving the problem, improving the effectiveness of solving the abnormality problem and improving the solution rate of solving the abnormality of the client.
Next, an information processing method of the present application will be described from a client side, and as shown in fig. 2, a flow diagram of the information processing method of an embodiment of the present application is shown, and the embodiment is described from the client side. The method of the embodiment can comprise the following steps:
s201, obtaining problem feedback information input by a user of the client.
The problem feedback information includes: abnormal condition information existing in the process of using the application by the user of the client.
The obtaining, by the client, the problem feedback information input by the user may be obtaining the problem feedback information input by the user at the instant messaging interactive interface between the client and the intelligent customer service, or obtaining the problem feedback information input by the user at the problem feedback interface, etc., which may be specifically referred to the related description of the foregoing embodiments and will not be repeated herein.
And S202, the problem feedback information is sent to the intelligent customer service server.
As described above, the client and the server may establish a long link through which the problem feedback information is transmitted to the server. Of course, the same applies by other means, without limitation.
S203, obtaining a target solution returned by the intelligent customer service server.
The object solution comprises: at least one first control command having a sequence.
S204, executing at least one first control command according to the sequence of the at least one first control command so as to solve the abnormality of the client.
It will be appreciated that each first control command in the target solution is for troubleshooting and resolving the exception of the client, so if the exception of the client has been resolved after the client has executed a portion of the first control commands in the target solution, then there is no need to execute the remaining first control commands.
As in the previous example mentioned in the embodiment of fig. 1, it is assumed that the target solution comprises three first control commands in sequence: controlling and detecting the information abstract of the downloaded file; controlling to switch the playing decoding mode; and acquiring log data of the video playing component. The client detects that the information abstract of the downloaded file has errors, and after the video file is downloaded again, the video file is normally played, and then the later two control commands do not need to be executed.
It can be appreciated that after the intelligent customer service server sends the target solution to the client, the client may also determine that the target solution solves the anomaly, and send the result feedback information for the target solution to the intelligent customer service server. Correspondingly, the intelligent customer service server can obtain the result feedback information returned by the client for the target solution. The result feedback information is used to characterize whether the anomaly present at the client is resolved.
On the basis, if the result feedback information indicates that the abnormality existing in the client is solved, no human personnel service is needed to process the problem feedback information for reporting the abnormality.
The specific implementation manner of transmitting the result feedback information of the target solution between the client and the intelligent customer service server can be multiple, and one or more implementation manners can be selected according to the needs in practical application. Two possible implementations are described below.
In one possible implementation: according to actual needs, at least one first control command for some abnormal category solutions may have some or all of the first control commands indicated with an operation action for detecting the execution result of the control command. Accordingly, for the case that an operation action for detecting the execution result of the control command is indicated in the first control command of the target solution, the client may execute the operation action indicated in the first control command if it is confirmed that the operation action for detecting the execution result of the control command is indicated in the first control command in the control of executing the first control command, thereby obtaining the execution result detection information for the first control command.
On the basis, the client can send the execution result detection information of the first control command to the intelligent customer service server as the execution result feedback information of the first control command. Correspondingly, the intelligent customer service server can obtain the feedback information of the execution result returned by the client for the first control command, and determine the feedback information of the execution result as the feedback information of the result of the target solution.
The operation action indicated in the first control command for detecting the execution result of the control command is an operation action executed after the abnormality detection and resolution operation in the first control command is executed, and is used for detecting whether the abnormality of the client is resolved.
For example, assume that a first control command in the target solution includes: and indicating the client to re-download the video file, and detecting whether the video playing of the client is normal after the video file is re-downloaded, wherein after the client executes the re-downloading of the video file, whether the video file playing is recovered to be normal is also required to be detected, and the detection result of whether the video file playing is recovered to be normal is the result feedback information which needs to be reported by the client.
It may be understood that one or more first control commands may exist in the target solution to instruct the client to return the execution result of the control command, so, for one target solution, the client may detect the execution result detection information for the plurality of first control commands and feed back the detection information to the intelligent customer service server, so that the intelligent customer service server may obtain the result feedback information of the target solution, where the result feedback information includes the execution result detection information corresponding to the plurality of first control commands.
In yet another possible implementation, the intelligent customer service server may further output a result query reminder to the client after sending the target solution to the client, wherein the result query reminder is used to prompt the user to confirm whether the abnormality present at the client is resolved. Correspondingly, the intelligent customer service server can obtain input information of the client for inquiring and reminding the result.
For example, in the case that the client sends the problem feedback information to the intelligent customer service server through the instant communication connection between the client and the intelligent customer service server, the intelligent customer service server may output a result query reminder to the instant communication interface of the client. For example, the result query reminder may be "whether the exception was resolved: is; if not, then judging whether the current is equal to or greater than the preset threshold; on this basis, the user of the client can click on "yes" or "no" according to whether the abnormality of the client is resolved, so as to feed back the information about whether the abnormality of the client is resolved. The client may send the input information input by the user to the intelligent customer service server, so that the intelligent customer service server knows the result that the abnormality of the client has been resolved or not resolved.
Further, if the resulting feedback information characterizes that the abnormality present at the client has not been resolved, the problem feedback information may be stored to a problem repository for manual customer service to process the problem feedback information in the problem repository.
Similarly, if in the foregoing embodiment, the intelligent customer service server cannot determine the abnormal category of the abnormal condition information based on the abnormal condition information in the problem feedback information, or the intelligent customer service server cannot match to the target solution corresponding to the abnormal category (for example, the target solution is not configured for the abnormal category, etc.), then the application may also store the problem feedback information in the problem repository. The problem feedback information stored in the problem library is related information of abnormality which cannot be automatically solved by the intelligent customer service server of the intelligent customer service, so that subsequent manual customer service can process the problem feedback information so as to more reasonably solve the abnormality existing in the client.
In this application, the application on the client side may be structured in a componentized manner, and thus, the client may include a plurality of components that realize different functions. The components of the client allow remote invocation.
On the basis, in the application, the component identifier of the component executing the first control command can be indicated in the first control command in the target solution.
Accordingly, after receiving the target solution, the client may sequentially determine the first control commands to be executed according to the sequence of at least one first control command in the target solution. For each determined first control command to be executed, the first control command to be executed can be transmitted to a target component corresponding to the target component identifier in the client based on the target component identifier indicated by the first control command to be executed, so that the first control command to be executed is executed through the target component. The target component identity belongs to the component identity indicated in the first control command.
For example, a client may include a relay control component and a plurality of components to which the relay control component is connected. On the basis, the intelligent customer service server sends the target solution to the transfer control component of the client by calling the interface provided by the transfer control component. Correspondingly, after the client determines the first control command to be executed through the transfer control component, the client transmits the first control command to be executed to a target component corresponding to the target component identifier in the client based on the target component identifier indicated by the first control command.
For ease of understanding, an example is illustrated in fig. 3, which shows a schematic view of an application scenario used in the solution of the present application.
In fig. 3, a client of a video class application is illustrated as an example, and as can be seen from fig. 3, the client may include a plurality of components, and in fig. 3, the transit control component is an authentication service component 301. The authentication microservice component is responsible for establishing long links with the intelligent customer service server and can distribute first control commands of the target solution transmitted by the intelligent customer service server to corresponding components in the client.
As can be seen in fig. 3, in addition to the authentication service component 301, components 303 such as the on-demand micro-service 302, the barrage micro-service, etc. are included in the client. The authentication microservice component 301 establishes a connection with the on-demand microservice component 302, the barrage microservice component 303 and other various components in the client, through which the authentication microservice component 301 can distribute the first control command in the target solution to the corresponding component.
It can be appreciated that the data interaction between the client and the intelligent customer service server through the long link manner can improve the security of data transmission to a certain extent.
In order to further improve data security, in the present application, before receiving the target solution sent by the intelligent customer service server, the client may further perform identity authentication on the intelligent customer service server. If the intelligent customer service server sends the identity authentication information to the client, the client performs identity authentication on the intelligent customer service server based on the identity authentication information. After the intelligent customer service server confirms that the client passes the identity authentication, the intelligent customer service server can remotely control the client and transmit the target solution to the client so that the client can execute related operations.
Furthermore, the data transmitted from the intelligent customer service server to the client can be encrypted data, and on the basis, the client can decrypt by adopting an asymmetric encryption mode so as to improve the security of data interaction. For example, the intelligent customer service server sends the encrypted target solution to the client, and accordingly, the client may decrypt the encrypted target solution based on the public key that the intelligent customer service server has previously transmitted to the client, to obtain the target solution.
In order to facilitate an understanding of the aspects of the present application, the aspects of the present application are described below in connection with one specific implementation. Fig. 4 is a schematic flow interaction diagram of an information processing method according to an embodiment of the present application. The method of the embodiment can comprise the following steps:
s401, the applied client obtains the problem feedback information input by the user and sends the problem feedback information to the intelligent customer service server.
The problem feedback information includes: abnormal condition information existing in the process of using the application by the user of the client.
Specific implementations of obtaining problem feedback information by the client may be referred to in the foregoing description, which is not limited thereto.
S402, the intelligent customer service server determines the abnormal category of the abnormality existing in the client based on the abnormal condition information.
S403, the intelligent customer service server determines a target solution corresponding to the abnormal category of the client according to solutions corresponding to different abnormal categories.
The object solution comprises: at least one first control command having a sequence.
S404, the intelligent customer service server transmits the encrypted target solution to the transfer control component of the client through remotely calling the interface of the transfer control component of the client.
For example, the encrypted target solution is obtained by encrypting the target solution based on a private key of the intelligent customer service server.
And S405, the transit control component of the client decrypts the encrypted target solution by utilizing the public key of the intelligent customer service server to obtain at least one first control command with a sequence in the target solution.
And S406, the transit control component of the client determines a first control command to be executed currently in at least one first control command, and forwards the first control command to a target component corresponding to the component identifier based on the component identifier indicated in the command header of the first control command so as to execute the first control command through the target component.
It can be understood that, after the client executes the first control command, the client may also feed back an execution result or execution status information of the first control command to the intelligent customer service server.
In particular, if the first control command indicates that the client obtains the log of the component, the client may further transmit the log data of the component to the intelligent customer service server after obtaining the log data of the component. If the transfer control component of the client forwards the first control command to the target component corresponding to the component identifier based on the component identifier indicated by the first control command, the target component can obtain the running log of the target component and transmit the running log to the intelligent customer service server through the transfer control component.
As described above, if it is confirmed that an operation action for detecting the execution result of the control command is indicated in the first control command during execution of the first control command by the component, the component can execute the operation action indicated in the first control command to obtain the execution result detection information for the first control command. Correspondingly, the transfer control component can send the detection information of the execution result obtained by the component to the intelligent customer service server as the feedback information of the execution result of the first control command.
In the above embodiment of the present application, if the problem feedback information in the problem library is not solved, the artificial customer service may also issue a solution for solving the problem feedback information corresponding to the abnormality to the client through the intelligent customer service server according to the need.
Correspondingly, the intelligent customer service server can also obtain a task scheme configured by the manual customer service for the problem feedback information in the problem library, wherein the task scheme comprises at least one second control command with a sequence. For convenience of distinction, a solution configured by the human customer service for solving the problem feedback information correspondence abnormality is referred to as a task solution, and a control command in the task solution is referred to as a second control command. The second control command in the task scheme may be a control command selected by the manual service according to the need from a plurality of configured control commands, or may be a control command input by the manual service according to the need, which is not limited.
It can be appreciated that, because the time that the artificial customer service is in the problem feedback information has uncertainty, when the artificial customer service configures the task scheme for the problem feedback information, there is a possibility that a communication connection, such as a long link, exists between the client and the intelligent customer service server; it is also possible that the client has broken the communication connection with the intelligent customer service server, i.e. the client is in an unopened application, in an offline state, etc.
Based on this, if the client establishes a communication connection with the intelligent customer service server, a task scheme is sent to the client based on the communication connection, so that the client sequentially executes the at least one second control command. The process of executing the second control command in the task solution by the client is similar to the process of executing the first control command in the target solution, and will not be described herein.
If the client and the intelligent customer service server have no communication connection, the intelligent customer service server can also transmit a target push message to the client, wherein the target push message is used for prompting a user of the client to log in the client so as to process the abnormality existing in the client. In this case, the user at the client clicks the target push message, and may be guided to log in the client, and establish a communication connection between the client and the intelligent customer service server, so that after the client and the intelligent customer service server have a communication connection, the intelligent customer service server sends the task scheme to the client.
Of course, if the client does not start the push notification, in the application, after detecting that the client starts, if detecting that the client and the intelligent client establish communication connection, if confirming that there is a task scheme to be executed by the client, the intelligent client can send the task scheme to the client.
In the application, if the manual customer service confirms that the abnormality corresponding to the problem feedback information in the problem library cannot be solved temporarily, or a better scheme is expected to be found to solve the daily life corresponding to the problem feedback information, the manual customer service can also input a log acquisition request for the problem feedback information in the service network. The log obtaining request includes information indicating at least one associated component of the client related to the abnormality of the client.
Correspondingly, after obtaining the log obtaining request input by the artificial customer service for the problem feedback information in the problem library, the intelligent customer service server may send a log obtaining command to the client based on the log obtaining request, where the log obtaining command is used to instruct the client to obtain log information of at least one associated component.
The association component refers to a component indicated in the log acquisition command that needs to acquire log information.
Accordingly, the client may obtain log data information of the associated component in response to the log obtaining command. If so, the transfer control component of the client forwards the log obtaining command to the association component indicated by the log obtaining command, obtains the log data information of the association component through the association component, and transmits the log data information reported by the association component to the intelligent customer service server.
On the basis, after the intelligent customer service server obtains the log data information returned by the client for the log obtaining command, the log data information and the problem feedback information can be stored in a correlated mode, so that the artificial customer service can determine the specific reason of the abnormality corresponding to the problem feedback information based on the log data information, and a task scheme for solving the abnormality or the abnormality is provided.
Corresponding to the related operation of the information processing method in the application on the intelligent customer service server side, the application also provides an information processing device. As shown in fig. 5, which shows a schematic diagram of a composition structure of an information processing apparatus of the present application, the apparatus of the present embodiment may be applied to an intelligent customer service server, and the apparatus may include:
A problem feedback obtaining unit 501, configured to obtain problem feedback information sent by a user through a client of an application, where the problem feedback information includes: abnormal condition information existing in the process of using the application by a user of the client;
an anomaly category determining unit 502 configured to determine an anomaly category of an anomaly existing at the client based on the anomaly condition information;
a solution determining unit 503, configured to determine a target solution applicable to the anomaly category, where the target solution includes: at least one first control command with a sequence;
a solution sending unit 504, configured to send the target solution to the client, so that the client sequentially executes the at least one first control command, and solve an exception existing in the client.
In one possible implementation, the method further includes:
the solution sending unit is used for sending the target solution to the client, and then obtaining the result feedback information returned by the client aiming at the target solution, wherein the result feedback information is used for representing whether the abnormality existing in the client is solved;
and the problem storage unit is used for storing the problem feedback information into a problem library so as to facilitate manual customer service to process the problem feedback information in the problem library if the abnormality category corresponding to the abnormality information cannot be determined by the abnormality category determination unit, the target solution applicable to the abnormality category does not exist by the solution determination unit, or the result feedback information obtained by the result obtaining unit indicates that the abnormality existing at the client is not solved.
In an alternative, the result obtaining unit includes at least one of:
a first result obtaining unit, configured to obtain execution result feedback information returned by a client for the first control command if an operation action for detecting an execution result of the control command is indicated in the first control command, and determine the execution result feedback information as the result feedback information of the target solution;
the second result obtaining unit is used for outputting a result inquiry prompt to the client to obtain input information of the client aiming at the result inquiry prompt, wherein the result inquiry prompt is used for prompting a user to confirm whether the abnormality existing in the client is solved or not.
In yet another possible implementation manner, the method further includes:
the task scheme obtaining unit is used for obtaining a task scheme configured by manual customer service aiming at the problem feedback information in the problem library after the problem storage unit stores the problem feedback information in the problem library, wherein the task scheme comprises at least one second control command with a sequence;
the pushing prompt unit is used for transmitting a target pushing message to the client if the client is not in communication connection with the intelligent customer service server, wherein the target pushing message is used for prompting a user of the client to log in the client so as to process the abnormality existing in the client;
And the task scheme sending unit is used for sending the task scheme to the client based on the communication connection if the communication connection is established between the client and the intelligent customer service server, so that the client sequentially executes the at least one second control command.
In yet another possible implementation manner, the method further includes:
the log request acquisition unit is used for acquiring a log acquisition request input by a manual customer service for the problem feedback information in the problem library after the problem feedback information is stored in the problem library by the problem storage unit, wherein the log acquisition request indicates information of at least one associated component related to the abnormality of the client;
a log command sending unit, configured to send a log acquisition command to the client based on the log acquisition request, where the log acquisition command is used to instruct the client to acquire log information of the at least one association component;
the log data obtaining unit is used for obtaining log data information returned by the client side aiming at the log obtaining command and storing the log data information and the problem feedback information in an associated mode.
In another aspect, the present application further provides another information processing apparatus, corresponding to an operation of the information processing method provided in the embodiment of the present application on the client side.
As shown in fig. 6, which shows a schematic diagram of a composition structure of an information processing apparatus provided in an embodiment of the present application, the apparatus is applied to a client of an application, and includes:
an information obtaining unit 601, configured to obtain problem feedback information input by a user of the client, where the problem feedback information includes: abnormal condition information existing in the process of using the application by a user of the client;
an information sending unit 602, configured to send the problem feedback information to an intelligent customer service server;
a solution obtaining unit 603, configured to obtain a target solution returned by the intelligent customer service server, where the target solution includes: at least one first control command with a sequence;
the exception handling unit 604 is configured to execute the at least one first control command according to the sequence of the at least one first control command, so as to solve an exception existing in the client.
In a possible implementation manner, the scheme obtaining unit obtains a component identifier of a component in the first control command, where the component is indicated to execute the first control command;
The exception handling unit includes:
the command determining unit is used for sequentially determining the first control commands to be executed according to the sequence of the at least one first control command;
and the command execution unit is used for transmitting the first control command to be executed to a target component corresponding to the target component identifier in the client based on the target component identifier indicated by the first control command to be executed so as to execute the first control command to be executed through the target component.
In yet another possible implementation, the apparatus further includes:
a detection result execution unit, configured to, in a process of executing the first control command, if an operation action for detecting an execution result of the control command is indicated in the first control command, execute the operation action indicated in the first control command, and obtain execution result detection information for the first control command;
and the execution result feedback unit is used for sending the execution result detection information of the first control command to the intelligent customer service server as the execution result feedback information of the first control command.
It should be noted that, in the present specification, each embodiment is described in a progressive manner, and each embodiment is mainly described as different from other embodiments, and identical and similar parts between the embodiments are all enough to be referred to each other. Meanwhile, the features described in the embodiments of the present specification may be replaced with or combined with each other to enable those skilled in the art to make or use the present application. For the apparatus class embodiments, the description is relatively simple as it is substantially similar to the method embodiments, and reference is made to the description of the method embodiments for relevant points.
Finally, it is further noted that relational terms such as first and second, and the like are used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Moreover, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising one … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises an element.
The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present application. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the application. Thus, the present application is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.
The foregoing is merely a preferred embodiment of the present application and it should be noted that modifications and adaptations to those skilled in the art may be made without departing from the principles of the present application and are intended to be comprehended within the scope of the present application.
Claims (10)
1. An information processing method, which is applied to an intelligent customer service server, the method comprising:
obtaining problem feedback information sent by a user through a client of an application, wherein the problem feedback information comprises: abnormal condition information existing in the process of using the application by a user of the client;
determining an abnormality category of an abnormality existing at the client based on the abnormality information;
determining a target solution applicable to the abnormal category, wherein the target solution comprises the following steps: at least one first control command with a sequence;
and sending the target solution to the client so that the client sequentially executes the at least one first control command to solve the abnormality existing in the client.
2. The method of claim 1, further comprising, after sending the target solution to the client:
Obtaining result feedback information returned by the client for the target solution, wherein the result feedback information is used for representing whether the abnormality existing in the client is solved or not;
if the abnormality category corresponding to the abnormality information cannot be determined, the target solution applicable to the abnormality category does not exist, or the result feedback information indicates that the abnormality existing in the client is not solved yet, the problem feedback information is stored in a problem library, so that the problem feedback information in the problem library is processed by artificial customer service.
3. The method of claim 2, wherein the obtaining the result feedback information returned by the client for the target solution comprises at least one of:
if the first control command indicates an operation action for detecting the execution result of the control command, obtaining the feedback information of the execution result returned by the client for the first control command, and determining the feedback information of the execution result as the feedback information of the result of the target solution;
and outputting a result inquiry prompt to the client to obtain the input information of the client aiming at the result inquiry prompt, wherein the result inquiry prompt is used for prompting a user to confirm whether the abnormality existing in the client is solved.
4. The method of claim 2, further comprising, after said storing said issue feedback information to an issue library:
acquiring a task scheme configured by a manual customer service aiming at the problem feedback information in the problem library, wherein the task scheme comprises at least one second control command with a sequence;
if the client and the intelligent customer service server are not in communication connection, transmitting a target push message to the client, wherein the target push message is used for prompting a user of the client to log in the client so as to process the abnormality existing in the client;
and if the client establishes communication connection with the intelligent customer service server, sending the task scheme to the client based on the communication connection so that the client sequentially executes the at least one second control command.
5. The method of claim 2, further comprising, after said storing said issue feedback information to an issue library:
obtaining a log obtaining request input by a manual customer service aiming at the problem feedback information in a problem library, wherein the log obtaining request indicates information of at least one associated component related to the abnormality of the client side in the client side;
Based on the log obtaining request, sending a log obtaining command to the client, wherein the log obtaining command is used for indicating the client to obtain log information of the at least one associated component;
and acquiring log data information returned by the client side aiming at the log acquisition command, and storing the log data information and the problem feedback information in an associated mode.
6. An information processing method, applied to a client of an application, comprising:
obtaining problem feedback information input by a user of the client, wherein the problem feedback information comprises: abnormal condition information existing in the process of using the application by a user of the client;
the problem feedback information is sent to an intelligent customer service server;
obtaining a target solution returned by the intelligent customer service server, wherein the target solution comprises the following steps: at least one first control command with a sequence;
and executing the at least one first control command according to the sequence of the at least one first control command so as to solve the abnormality of the client.
7. The method of claim 6, wherein the first control command indicates a component identification of a component executing the first control command;
The executing the at least one first control command according to the sequence of the at least one first control command includes:
sequentially determining the first control commands to be executed according to the sequence of the at least one first control command;
and transmitting the first control command to be executed to a target component corresponding to the target component identifier in the client based on the target component identifier indicated by the first control command to be executed, so as to execute the first control command to be executed through the target component.
8. The method according to claim 6 or 7, further comprising:
in the process of executing the first control command, if an operation action for detecting the execution result of the control command is indicated in the first control command, executing the operation action indicated in the first control command, and obtaining the detection information of the execution result of the first control command;
and sending the execution result detection information of the first control command to the intelligent customer service server as the execution result feedback information of the first control command.
9. An information processing apparatus, characterized by being applied to an intelligent customer service server, comprising:
The problem feedback obtaining unit is used for obtaining problem feedback information sent by a user through a client of an application, and the problem feedback information comprises: abnormal condition information existing in the process of using the application by a user of the client;
an anomaly category determination unit configured to determine an anomaly category of an anomaly existing at the client based on the anomaly condition information;
a solution determining unit, configured to determine a target solution applicable to the anomaly category, where the target solution includes: at least one first control command with a sequence;
and the solution sending unit is used for sending the target solution to the client so that the client sequentially executes the at least one first control command and solves the abnormality existing in the client.
10. An information processing apparatus, characterized by being applied to a client of an application, comprising:
the information obtaining unit is configured to obtain problem feedback information input by a user of the client, where the problem feedback information includes: abnormal condition information existing in the process of using the application by a user of the client;
the information sending unit is used for sending the problem feedback information to the intelligent customer service server;
The solution obtaining unit is configured to obtain a target solution returned by the intelligent customer service server, where the target solution includes: at least one first control command with a sequence;
and the exception handling unit is used for executing the at least one first control command according to the sequence of the at least one first control command so as to solve the exception of the client.
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