CN117348775A - Communication control method and computing device - Google Patents
Communication control method and computing device Download PDFInfo
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- CN117348775A CN117348775A CN202311262836.4A CN202311262836A CN117348775A CN 117348775 A CN117348775 A CN 117348775A CN 202311262836 A CN202311262836 A CN 202311262836A CN 117348775 A CN117348775 A CN 117348775A
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- 238000004891 communication Methods 0.000 title claims abstract description 326
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Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/08—Protocols specially adapted for terminal emulation, e.g. Telnet
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
- G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
- G06F3/048—Interaction techniques based on graphical user interfaces [GUI]
- G06F3/0481—Interaction techniques based on graphical user interfaces [GUI] based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
- G06F3/04817—Interaction techniques based on graphical user interfaces [GUI] based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance using icons
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
- G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
- G06F3/048—Interaction techniques based on graphical user interfaces [GUI]
- G06F3/0487—Interaction techniques based on graphical user interfaces [GUI] using specific features provided by the input device, e.g. functions controlled by the rotation of a mouse with dual sensing arrangements, or of the nature of the input device, e.g. tap gestures based on pressure sensed by a digitiser
- G06F3/0488—Interaction techniques based on graphical user interfaces [GUI] using specific features provided by the input device, e.g. functions controlled by the rotation of a mouse with dual sensing arrangements, or of the nature of the input device, e.g. tap gestures based on pressure sensed by a digitiser using a touch-screen or digitiser, e.g. input of commands through traced gestures
Abstract
The embodiment of the application provides a communication control method and computing equipment. Under the condition that a first communication channel is established between a user side and a customer service side, acquiring first interface content of a first display interface provided by the user side; transmitting the first interface content to the customer service side based on the first communication channel; the first interface content is used for displaying in a second display interface provided by the customer service end; acquiring a control instruction sent by the customer service side; the control instruction is generated according to a first touch operation executed by customer service personnel for the first interface content; responding to the control instruction, and determining a touch position in the first interface content; displaying mark information at the touch position; the marking information is used for prompting the touch position. The technical scheme provided by the embodiment of the application improves the communication efficiency and ensures the system performance.
Description
Technical Field
The embodiment of the application relates to the technical field of communication, in particular to a communication control method and computing equipment.
Background
In some online systems that provide objects for users to perform interactive actions, such as e-commerce platforms that provide merchandise purchases, in order to provide users with better interactive experiences, either the object provider or the online system may provide customer service to provide corresponding services to the users by customer service personnel, such as pre-sale, in-sale, after-sale, and complaint advice.
Currently, customer service personnel and users communicate in an online manner, usually in a text description manner or a voice manner by an instant messaging manner, but the implementation manner has slower communication efficiency, so that more man-machine interaction operations are added, and the system performance is affected.
Disclosure of Invention
The embodiment of the application provides a communication control method and computing equipment, which are used for solving the technical problems that in the prior art, the communication efficiency is low and the system performance is influenced.
In a first aspect, an embodiment of the present application provides a communication control method, which is applied to a user side, where the method includes:
collecting first interface content of a first display interface provided by the user side;
transmitting the first interface content to a customer service terminal based on a first communication channel established with the customer service terminal; the first interface content is used for displaying in a second display interface provided by the customer service end;
Acquiring a control instruction sent by the customer service side; the control instruction is generated according to a first touch operation executed by customer service personnel for the first interface content;
responding to the control instruction, and determining a touch position in the first interface content;
displaying mark information at the touch position; the marking information is used for prompting the touch position.
Optionally, the method further comprises:
under the condition that the background operation of the user side is detected, the acquisition of the first interface content of the first display interface is suspended; displaying a first icon in an electronic display screen to identify the first communication channel; and responding to a return operation triggered by the first icon, displaying the first display interface on the electronic display screen, and continuously collecting first interface contents of the first display interface.
Optionally, the method further comprises:
receiving a first screen-sharing interaction request; the first on-screen interaction request is generated by the customer service side in response to on-screen request operation triggered by customer service personnel; displaying first together screen interaction prompt information on a first display interface;
the collecting the first interface content of the first display interface provided by the user side includes:
And responding to the on-screen confirmation operation aiming at the first on-screen prompt information, and collecting first interface content of a first display interface provided by the user side.
Optionally, the responding to the on-screen confirmation operation for the first on-screen prompt information, collecting the first interface content of the first display interface provided by the user side includes:
optionally, the collecting the first interface content of the first display interface provided by the user side includes:
and under the condition that a first display interface provided by the user side is displayed in the electronic display screen, executing screen recording operation to generate a video stream comprising first interface contents of the first display interface.
Optionally, the method further comprises:
and responding to a second touch operation executed at the touch position, and executing corresponding processing operation in combination with the display content at the touch position.
Optionally, the method further comprises:
collecting first call data and sending the first call data to the customer service end through the first communication channel; acquiring second conversation data sent by the customer service end based on the first communication channel;
and outputting the second conversation data. Optionally, the method further comprises:
And acquiring screen parameters of the electronic display screen, and transmitting the screen parameters to the customer service end so that the customer service end can display the first interface content on the second display interface according to the screen parameters.
Optionally, the method further comprises:
responding to the one-screen request operation triggered by the user, and generating a second one-screen interaction request; the second same-screen interaction request is sent to the customer service end;
the collecting the first interface content of the first display interface provided by the user side includes:
acquiring first interface content of a first display interface provided by the user side according to the on-screen confirmation request triggered by the customer service side;
optionally, the method further comprises:
establishing a second communication channel with the customer service end; collecting first call data and sending the first call data to the customer service end through the second communication channel; acquiring second conversation data sent by the customer service end based on the second communication channel; and outputting the second conversation data.
Optionally, the method further comprises:
the sending the first interface content to the customer service side based on the first communication channel comprises:
and sending the first interface content to a server based on the first communication channel so that the server can hide target data meeting hiding requirements in the first interface content, store the first interface content to a target address, and send the target address to a customer service end, wherein the customer service end is used for acquiring the first interface content from the target address and displaying the first interface content in a second display interface.
A second aspect of an embodiment of the present application provides a communication control method, applied to a customer service end, where the method includes:
acquiring first interface content transmitted by the user side based on a first communication channel established with the customer service side; the first interface content is obtained by collecting a first display interface for the user side;
displaying the first interface content on a second display interface;
responding to a first touch operation of customer service personnel in the first interface content, and generating a control instruction;
the control instruction is sent to the user side; the control instruction is used for indicating the user side to determine a touch position in the first interface content and displaying mark information at the touch position.
Optionally, the method further comprises:
responding to the same screen request operation triggered by customer service personnel, and sending a first same screen interaction request to a user side; the user side is used for displaying first together screen interaction prompt information on a first display interface, triggering together screen confirmation operation aiming at the first together screen prompt information when detecting a user, and collecting first interface content of the first display interface;
or, acquiring a second same-screen interaction request; the second on-screen interaction request is generated by the user side in response to the on-screen request operation triggered by the user; displaying a second same-screen interaction prompt message on a second display interface; and detecting the on-screen confirmation operation triggered by the customer service personnel aiming at the first on-screen prompt information, and sending an on-screen confirmation request to the user side, wherein the on-screen confirmation request is used for indicating the user side to collect first interface content of the first display interface.
Optionally, the method further comprises:
collecting second communication data and sending the second communication data to the user side through the first communication channel; acquiring first call data sent by the user side based on the first communication channel; and outputting the first call data.
Optionally, the method further comprises:
establishing a second communication channel with the user side; collecting second communication data and sending the second communication data to the user side through the second communication channel; acquiring first call data sent by the user side based on the second communication channel; and outputting the first call data.
Optionally, the method further comprises:
displaying the same-screen control prompt information on a second display interface; the customer service personnel responds to the on-screen cancellation operation triggered by the on-screen control prompt information, and a on-screen cancellation request is sent to the user side; the on-screen cancellation request is used for indicating to terminate acquisition of first interface content of the first display interface;
or, responding to the communication cancellation operation triggered by the customer service personnel, and sending a communication cancellation request to a user side; the communication cancellation request is used for indicating to terminate acquisition of first interface content of the first display interface and ending the first communication channel.
Optionally, the method comprises:
acquiring screen parameters of the electronic display screen acquired by the user side; the electronic display screen is used for displaying the first display interface; the displaying the first interface content on the second display interface includes: and displaying the first interface content in the second display interface according to the screen parameters.
In a third aspect, an embodiment of the present application provides a communication control method, including:
establishing a first communication channel between a user end and a customer service end;
acquiring first interface content sent by the user side based on the first communication channel; the first interface content is obtained by collecting a first display interface provided by the user side;
providing the first interface content to the customer service end; the first interface content is used for displaying in a second display interface provided by the customer service end;
acquiring a control instruction sent by the customer service side; the control instruction is generated by the customer service side in response to a first touch operation of customer service personnel on the first interface content;
the control instruction is sent to the user side; the control instruction is used for indicating the user side to determine a touch position in the first interface content and displaying mark information at the touch position.
Optionally, the providing the first interface content to the customer service side includes:
detecting whether target data meeting hiding requirements exist in the first interface content; hiding the target data in the first interface content; and providing the first interface content after the hiding process to the customer service side.
Optionally, the method further comprises:
receiving a first screen-sharing interaction request sent by the customer service side; sending a first together screen interaction prompt message to the user side; the user side is used for acquiring first interface content of the first display interface when detecting the on-screen confirmation operation triggered by the user aiming at the first on-screen interaction prompt information;
or receiving a second same-screen interaction request sent by the user side; sending a second same-screen interaction prompt message to the customer service end; according to the same-screen confirmation request sent by the customer service side, sending a same-screen confirmation notice to the user side; the user terminal is used for collecting first interface content of the first display interface under the condition that the on-screen confirmation notification is received.
Optionally, the establishing a first communication channel between the user side and the customer service side includes:
Based on the same screen confirmation request sent by the user side, a first communication channel between the user side and the customer service side is established;
or, based on the network call request sent by the user side or the customer service side, establishing a first communication channel between the user side and the customer service side.
Optionally, the sending the first together screen interaction prompt information to the user side includes:
and under the condition that a first communication channel is established between the user terminal and the customer service terminal, sending first together screen interaction prompt information to the user terminal.
Optionally, the method further comprises:
receiving a same-screen cancellation request sent by the customer service side, and sending the same-screen cancellation request to the user side so that the user side can terminate acquisition of first interface content of the first display interface;
or, receiving a same-screen cancellation request sent by the user side, and sending a same-screen cancellation instruction to the customer service side so that the customer service side can terminate displaying the first interface content on a second display interface; the on-screen cancellation request is generated for the user side in response to the on-screen cancellation operation executed by the user for the on-screen control prompt information or generated under the condition that the touch position corresponds to the on-screen control prompt information;
Or, receiving a call cancellation request sent by the customer service end, canceling the first communication channel, and sending the call cancellation request to the user end so that the user end can terminate acquisition of first interface content of the first display interface;
or, receiving a call cancellation request sent by the user terminal, canceling the first communication channel, and sending the call cancellation request to the customer service terminal, so that the customer service terminal terminates displaying the first interface content on a second display interface.
Optionally, the providing the first interface content to the customer service side includes:
storing the first interface content and sending a storage address to the customer service end;
and downloading the first interface content to the customer service end according to the downloading request sent by the customer service end based on the storage address.
Optionally, the method further comprises:
and establishing a second communication channel between the user terminal and the customer service terminal based on the network call request sent by the user terminal or the customer service terminal.
Optionally, the method further comprises:
acquiring first call data sent by a user side through a first communication channel or a second communication channel, and sending the first call data to a customer service side through the first communication channel or the second communication channel;
Acquiring second conversation data sent by a customer service end through a first communication channel or a second communication channel, and sending the second conversation data to the customer service end through the first communication channel or the second communication channel;
optionally, the method further comprises:
and acquiring screen parameters transmitted by the user side, and sending the screen parameters to the customer service side.
Optionally, the server side comprises a communication server and a proxy server;
the establishing the first communication channel between the user terminal and the customer service terminal comprises the following steps: the communication server establishes a first communication channel between a user side and a customer service side;
the step of obtaining the first interface content sent by the user terminal based on the first communication channel comprises the following steps of; the communication server acquires first interface content sent by the user side based on the first communication channel and sends the first interface content to the proxy server;
the providing the first interface content to the customer service side includes: the proxy server provides the first interface content to the customer service side;
the step of obtaining the control instruction sent by the customer service side comprises the following steps: the proxy server acquires the control instruction sent by the customer service end and sends the control instruction to the communication server;
The sending the control instruction to the user terminal includes: and the communication server establishes the control instruction and sends the control instruction to the user terminal.
Optionally, the server further comprises a customer service server; the method further comprises the steps of:
the customer service server receives a first screen-sharing interaction request sent by a customer service end and sends the first screen-sharing interaction request to a user end;
the customer service server receives a second screen-sharing interaction request sent by the user side and sends the second screen-sharing interaction request to the customer service side.
In a fourth aspect, an embodiment of the present application provides a communication control method, including:
the method comprises the steps that a first communication channel between a first client and a second client is established by a server;
the first client acquires first interface content of a first display interface provided by the first client;
the first client provides the first interface content to a second client via the server based on the first communication channel;
the second client displays the first interface content in a second display interface;
the second client responds to a first touch operation of customer service personnel in the first interface content to generate a touch instruction;
the second client sends the touch instruction to the first client through the server;
The first client responds to the control instruction and determines the touch position in the first interface content;
the first client displays marking information at the touch position.
In a fifth aspect, embodiments of the present application provide a computing device comprising a processing component and a storage component;
the storage component stores one or more computer instructions; the one or more computer instructions are operable to be invoked by the processing component to implement a communication control method as described in the first aspect or to implement a communication control method as described in the second aspect or to implement a communication control method as described in the third aspect or to implement a communication control method as described in the fourth aspect.
In a sixth aspect, embodiments of the present application provide a computer-readable storage medium storing a computer program which, when executed by a computer, implements the communication control method according to the first aspect described above or implements the communication control method according to the second aspect described above or implements the communication control method according to the third aspect described above or implements the communication control method according to the fourth aspect described above.
In the embodiment of the application, under the condition that a first communication channel is established between a user side and a customer service side, first interface content of a first display interface provided by the user side is collected; transmitting the first interface content to the customer service side based on the first communication channel; the first interface content is used for displaying in a second display interface provided by the customer service end; acquiring a control instruction sent by the customer service side; the control instruction is generated according to a first touch operation executed by customer service personnel for the first interface content; responding to the control instruction, and determining a touch position in the first interface content; displaying mark information at the touch position; the marking information is used for prompting the touch position. The technical scheme provided by the embodiment of the application improves the communication efficiency and ensures the system performance.
These and other aspects of the present application will be more readily apparent from the following description of the embodiments.
Drawings
In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, a brief description will be given below of the drawings that are needed in the embodiments or the prior art descriptions, and it is obvious that the drawings in the following description are some embodiments of the present application, and that other drawings can be obtained according to these drawings without inventive effort for a person skilled in the art.
FIG. 1 illustrates a flow chart of one embodiment of a communication control method provided herein;
FIG. 2 is a flow chart illustrating yet another embodiment of a communication control method provided herein;
FIG. 3 is a flow chart illustrating yet another embodiment of a communication control method provided herein;
FIG. 4 is a flow chart illustrating yet another embodiment of a communication control method provided herein;
FIG. 5 is a flow chart illustrating yet another embodiment of a communication control method provided herein;
FIG. 6 is a flow chart illustrating yet another embodiment of a communication control method provided herein;
FIG. 7 is a schematic view of scene interaction in a practical application according to an embodiment of the present application;
FIGS. 8 a-8 e respectively show interface diagrams of embodiments of the present application in one practical application;
fig. 9 is a schematic structural view of an embodiment of a communication control device provided in the present application;
fig. 10 is a schematic structural view of a further embodiment of a communication control device provided in the present application;
fig. 11 is a schematic structural view of a further embodiment of a communication control device provided in the present application;
FIG. 12 illustrates a schematic diagram of one embodiment of a computing device provided herein.
Detailed Description
In order to enable those skilled in the art to better understand the present application, the following description will make clear and complete descriptions of the technical solutions in the embodiments of the present application with reference to the accompanying drawings in the embodiments of the present application.
In some of the flows described in the specification and claims of this application and in the foregoing figures, a number of operations are included that occur in a particular order, but it should be understood that the operations may be performed in other than the order in which they occur or in parallel, that the order of operations such as 101, 102, etc. is merely for distinguishing between the various operations, and that the order of execution is not by itself represented by any order of execution. In addition, the flows may include more or fewer operations, and the operations may be performed sequentially or in parallel. It should be noted that, the descriptions of "first" and "second" herein are used to distinguish different messages, devices, modules, etc., and do not represent a sequence, and are not limited to the "first" and the "second" being different types.
The technical scheme of the embodiment of the application can be applied to a communication scene, particularly a customer service scene provided based on communication connection, so that the communication efficiency between a first user and a second user involved in the communication scene, for example, between the user and customer service personnel in the customer service scene is improved, the communication cost is reduced, and the man-machine interaction operation is reduced, so that the system performance is ensured.
Taking a customer service scene as an example, as described in the background art, at present, a text description or voice mode is generally adopted for communication, in the communication process, a user needs to describe a complaint problem, customer service staff needs to guide user operation based on the complaint problem, for example, in an after-sales service scene, when the user requests customer service for an order, the user needs to inform the customer service staff of the order number and the like, and the customer service staff needs to guide the interface operation of the user so as to provide corresponding certificates and the like, so that the real problems of difficult positioning, difficult evidence and the like exist, and particularly for users unfamiliar with online operation such as the elderly, multiple rounds of communication are increased, the service duration is prolonged, and the user experience is poor.
Therefore, in order to improve communication efficiency, reduce communication cost, ensure system performance, and the like, the inventor has proposed a series of researches to implement the technical scheme of the embodiment of the present application, in the embodiment of the present application, under the condition that a user side and a customer service side establish a first communication channel, the user side may collect first interface content in a first display interface provided by the user side, the first interface content may be transmitted to the customer service side, and the customer service side may display the first interface content in a second display interface provided by the customer service side, so that customer service personnel may share the first interface content of a user, and the customer service personnel may display, by executing a first touch operation in the first interface content, mark information at a touch position corresponding to the first display interface of the customer service side, where the mark information is used to prompt the touch position, thereby implementing remote assistance for a user, improving communication efficiency by guiding interface operation of the user through the mark information, and may reduce invalid interface operation of the user, and ensure system performance.
It should be noted that, in the embodiments of the present application, the use of user data may be involved, and in practical applications, user specific personal data may be used in the schemes described herein within the scope allowed by applicable legal regulations in the country where the applicable legal regulations are met (for example, the user explicitly agrees to the user to actually notify the user, etc.).
It should be noted that, the technical solution of the embodiment of the present application is applicable to a network virtual environment, where the described user or customer service personnel generally refers to a "virtual user", and a real user may register a user account in a server through a registration manner, so as to obtain a user identity in the network environment.
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 those skilled in the art based on the embodiments herein without making any inventive effort, are intended to be within the scope of the present application.
Fig. 1 is a schematic structural diagram of an embodiment of a communication control method provided by an embodiment of the present application, where the technical solution of the present embodiment may be applied to a first client, and in an actual application, a system architecture applicable to the technical solution of the embodiment of the present application may include a first client, a second client, and a server, where the first client corresponds to a first user, and the second client corresponds to a second user;
The first client and the second client may respectively establish connection with the server through a network, and the network may include various connection types, such as a wired communication link, a wireless communication link, or an optical fiber cable. Communication connection, such as instant communication connection, can be established between the first client and the second client through the server, so as to provide a session page on each display interface, and sending and receiving of session messages and the like are realized through interaction with the server.
The first client or the second client may be a browser, an APP (Application program), or a web Application such as an H5 (HyperText Markup Language5, 5 th edition of hypertext markup language) Application, or a light Application (also called an applet, a lightweight Application program), or a cloud Application, etc., and the first client or the second client may be deployed in an electronic device, and needs to run depending on the device or some APPs in the device, etc. The electronic device may for example have an electronic display screen and support information browsing etc. as may be a personal mobile terminal such as a mobile phone, tablet, personal computer, desktop computer, smart phone, smart watch etc. Various other types of applications are typically deployed in electronic devices, such as human-machine conversation type applications, model training type applications, text processing type applications, web browser applications, shopping type applications, search type applications, instant messaging tools, mailbox clients, social platform software, and the like, which typically may include at least one processing component and at least one storage component. The electronic device may also include basic configurations such as a network card chip, an IO bus, an audio/video component, and the like, which is not limited in this application. Optionally, depending on the electronic device implementation, some peripheral devices may be included, such as a keyboard, mouse, stylus, printer, etc., which is not limiting in this application.
The server may include servers that provide various services, such as servers that provide instant messaging, servers that provide audio-video communications, proxy servers that provide gateway services, and the like.
It should be noted that, the server may be implemented as a distributed server cluster formed by a plurality of servers, or may be implemented as a single server. The server may also be a server of a distributed system or a server that incorporates a blockchain. The server may also be a cloud server that provides cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communications, middleware services, domain name services, security services, content delivery networks (Content Delivery Network, CDN), and basic cloud computing services such as big data and artificial intelligence platforms, or an intelligent cloud computing server or intelligent cloud host with artificial intelligence technology.
The communication control method of the embodiment shown in fig. 1 may include the following steps:
101: first interface content of a first display interface provided by a first client is collected.
102: the first interface content is sent to the second client based on a first communication channel established with the second client.
The first interface content is used for being displayed in a second display interface provided by the second client.
103: and acquiring a control instruction sent by the second client.
The control instruction is generated by the second client according to a first touch operation executed on the first interface content.
104: and responding to the control instruction, and determining the touch position in the first interface content.
105: and displaying the mark information at the touch position.
The marking information is used for prompting the touch position.
Fig. 2 is a flowchart of another embodiment of a communication control method provided in the embodiment of the present application, where the technical scheme of the present embodiment is executed by a second client, and the method may include the following steps:
201: the method includes the steps that first interface content transmitted by a first client based on a first communication channel established with a second client is obtained.
The first interface content is obtained by collecting a first display interface for a first client.
202: and displaying the first interface content in the second display interface.
203: and responding to a first touch operation of the second user in the first interface content, and generating a touch instruction.
204: and sending the touch instruction to the first client.
The touch instruction is used for determining a touch position in the first interface content by the first client and displaying mark information at the touch position.
Fig. 3 is a flowchart of another embodiment of a communication control method provided in the embodiment of the present application, where the technical scheme of the present embodiment is executed by a server, and the method may include the following steps:
301: a first communication channel is established between a first client and a second client.
302: the method includes the steps that first interface content sent by a first client based on a first communication channel is obtained.
The first interface content is obtained for a first display interface provided by the first client.
303: the first interface content is transmitted to the second client based on the first communication channel.
The first interface content is used for being displayed in a second display interface provided by the second client.
304: and acquiring a control instruction sent by the second client.
The control instruction is generated by the second client side in response to the first touch operation of the second user on the first interface content.
305: and sending the control instruction to the first client.
The control instruction is used for instructing the first client to determine a touch position in the first interface content and displaying the mark information at the touch position.
In the embodiment of the application, the second user can share the first interface content corresponding to the first user, the second user performs touch operation in the first interface content, the first client can display the mark information at the corresponding touch position in the first display interface of the first client, and the mark information is used for prompting the touch position, so that the first user is remotely assisted, the first user is guided to perform interface operation through the mark information, the communication efficiency is improved, the invalid interface operation of the user can be reduced, and the system performance is ensured.
The technical scheme of the embodiment of the application can be applied to a customer service scene in one practical application, in the customer service scene, the first client can be a user terminal, the second client can be a customer service terminal, of course, the first client and the second client can also be any two communication terminals in an instant messaging scene, the application is not limited to this, but for convenience in understanding and description, the following one or more embodiments mainly take the customer service scene as an example to introduce the technical scheme of the embodiment of the application.
As shown in fig. 4, a flowchart of another embodiment of a communication control method provided by the embodiment of the present application may be implemented by a user side, and in a customer service scenario, an applicable system architecture of the embodiment of the present application may include a user side, a customer service side and a service side, where the user side corresponds to a user, the customer service side corresponds to a customer service person, the customer service person may be provided by an object provider, or may be provided by an on-line system official, where the application is not limited to this, and in an actual application, the customer service person may refer to an official customer service.
The client and the customer service end can respectively establish connection with the service end through a network, and the network can comprise various connection types, such as a wired communication link, a wireless communication link or an optical fiber cable. Communication connection, such as instant communication connection, can be established between the user terminal and the customer service terminal through the server terminal, so that a session page can be provided on each display interface, and sending and receiving of session messages and the like are realized through interaction with the server terminal.
The user side or the customer service side may be a browser, an APP (Application program), or a web Application such as H5 (HyperText Markup Language5, 5 th edition of hypertext markup language) Application, or a light Application (also called applet, a lightweight Application program), or a cloud Application, or a plug-in program, etc., and the first client or the second client may be deployed in an electronic device, and need to run depending on the device or some APPs in the device. The electronic device may for example have an electronic display screen and support information browsing etc. as may be a personal mobile terminal such as a mobile phone, tablet, personal computer, desktop computer, smart phone, smart watch etc. Various other types of applications are typically deployed in electronic devices, such as human-machine conversation type applications, model training type applications, text processing type applications, web browser applications, shopping type applications, search type applications, instant messaging tools, mailbox clients, social platform software, and the like, which typically may include at least one processing component and at least one storage component. The electronic device may also include basic configurations such as a network card chip, an IO bus, an audio/video component, and the like, which is not limited in this application. Optionally, depending on the electronic device implementation, some peripheral devices may be included, such as a keyboard, mouse, stylus, printer, etc., which is not limiting in this application.
The server may include servers that provide various services, such as servers that provide instant messaging, servers that provide audio-video communications, proxy servers that provide gateway services, and the like.
It should be noted that, the server may be implemented as a distributed server cluster formed by a plurality of servers, or may be implemented as a single server. The server may also be a server of a distributed system or a server that incorporates a blockchain. The server may also be a cloud server that provides cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communications, middleware services, domain name services, security services, content delivery networks (Content Delivery Network, CDN), and basic cloud computing services such as big data and artificial intelligence platforms, or an intelligent cloud computing server or intelligent cloud host with artificial intelligence technology.
The communication control method of the embodiment shown in fig. 4 may include the following steps:
401: and collecting first interface content of a first display interface provided by the user side.
402: and sending the first interface content to the customer service end based on a first communication channel established with the customer service end.
The first interface content is used to represent the display content presented by the first display interface, and is named as the first interface content herein for convenience of description.
The first interface content of the first display interface may be collected in real time, so as to form a video stream for transmission.
The first communication channel may be used to transmit video data.
The first communication channel may be established based on an on-screen interaction request or a network call request.
As an alternative, the method may further comprise:
receiving a first screen-sharing interaction request; the first on-screen interaction request is generated by a customer service side in response to on-screen request operation triggered by customer service personnel; and displaying the first together screen interaction prompt information on the first display interface.
The collecting the first interface content of the first display interface provided by the user side may include: and responding to the on-screen confirmation operation aiming at the first on-screen prompt information, and collecting first interface content of a first display interface provided by the user side.
Optionally, in response to the on-screen confirmation operation for the first on-screen prompt information, an on-screen confirmation request may be sent to the server, and the server may first establish a first communication channel with the customer service end; therefore, the user side can collect the first interface content of the first display interface under the condition that the first communication channel is established.
Wherein the method may further comprise: collecting first call data and sending the first call data to a customer service end through a first communication channel; acquiring second conversation data sent by a customer service end based on a first communication channel; and outputting the second session data.
The first call data may be sent to the customer service end via the server end, and the second call data may be sent to the user end via the server end. The first call data and the second call data may be audio data and/or video data, etc. The user can communicate with the customer service personnel through voice, and the purpose of guiding interface operation is achieved through the same-screen interaction mode.
In addition, the first screen-sharing interaction request may be sent to the user side by the client side through the server side, and as other implementation manners, the first screen-sharing interaction request may be sent to the user side again under the condition that the first communication channel is established between the user side and the client side is detected, the first communication channel can be established between the user side and the client side after the user side receives the first screen-sharing interaction request, so that the first interface content of the first display interface provided by the user side can be collected after the screen-sharing confirmation operation is detected.
As another alternative, the method may further include:
responding to the one-screen request operation triggered by the user, and generating a second one-screen interaction request; and sending the second same-screen interaction request to the customer service end, so that the customer service end can display second same-screen interaction prompt information on a second display interface.
The collecting the first interface content of the first display interface provided by the user side may include:
acquiring first interface content of a first display interface provided by a user side according to a same-screen confirmation request sent by a customer service side; the on-screen confirmation request can be generated by the client in response to on-screen confirmation operation triggered by the customer service personnel aiming at the second on-screen interaction prompt information, and is sent to the user side through the server side;
optionally, the user side may first display a second on-screen request prompt message on the first display interface; and the user side responds to the on-screen request operation triggered by the prompt information of the second on-screen request to generate a second on-screen interaction request.
Optionally, the server may establish a first communication channel between the client and the client according to the on-screen confirmation request sent by the client, so that the client may confirm that the first communication channel is established with the client when receiving the on-screen confirmation request sent by the client, thereby collecting the first interface content of the first display interface.
In addition, the first communication channel may be pre-established, the second on-screen interaction request is sent to the customer service end via the server end, and the server end may send the second on-screen interaction request to the customer end when detecting that the first communication channel is established between the customer end and the customer service end.
As can be seen from the above description, the first communication channel may be pre-established, or the server side may respond to the network call request to establish the first communication channel between the client side and the customer service side. The network call request may be generated by the user side in response to a network call request operation of the user, or may be generated by the customer service side in response to a network call request operation of a customer service person and transmitted to the user side via the server side. I.e. the first communication channel may be established based on a network call request.
The first display interface or the second display interface can display the network call prompt information so that a user or customer service personnel can trigger a network call request operation.
Furthermore, the first communication channel may also be used only for transmitting the first interface content, and thus, in some embodiments, the method may further comprise: establishing a second communication channel with the customer service end; collecting first call data and sending the first call data to a customer service end through a second communication channel; acquiring second conversation data sent by a customer service end based on a second communication channel; and outputting the second session data. That is, the second communication channel may be separately established to transmit the second session data.
The user side can display the network call prompt information on the first display interface, so that call request operation triggered by the user aiming at the network call prompt information is detected, the network call request is sent to the server side, the server side can send the network call request to the customer service side, the customer service side can display corresponding call confirmation prompt information on the second display interface, so that call confirmation operation of customer service personnel is detected, the call confirmation request is sent to the server side, and a second communication channel between the customer service side and the user side can be established by the server side. In practice, the network call request may be a VOIP (Voice over Internet Protocol, voice over IP) request.
Of course, the user side may display the call confirmation prompt information when receiving the network call request sent by the customer service side via the server side, and send the call confirmation request to the server side when detecting the call confirmation operation of the user, so as to establish a second communication channel with the customer service side via the server side.
The first communication channel may be established based on UDP (User Datagram Protocol, user data protocol), such as RTP (Real-time Transport Protocol ) or the like, among others.
The first interface content is used for displaying in a second display interface provided by the customer service side. Specifically, the user side may send the first interface content to the customer service side based on the first communication channel via the service side.
It should be noted that, in the actual transmission process of the first interface content, some necessary operations such as encoding and decoding are necessarily performed, which is not specifically limited in this application, for example, the first interface content may need to be encoded and then transmitted, for example, the first interface content may be encoded by using an H264 (a digital video compression format) protocol and then displayed by a customer service end after being decoded.
In practical application, the user side is running in the electronic device, the electronic device provides an electronic display screen, the user side displays a first display interface on the electronic display screen, and in order to better restore the content of the first interface, optionally, the user side can also collect screen parameters of the electronic display screen and transmit the screen parameters to the customer service side through the server side. The customer service side can specifically display the content of the first interface in the second display interface according to the screen parameters.
Alternatively, the first interface content may be displayed in the second interface content superimposed on the second display interface, or the like. The current display content of the second interface content may be a conversation window page of the customer service person and the user. In the conversation process of the user and the customer service personnel, the customer service personnel can trigger the operation of the same screen request, so that the user can be remotely guided to perform interface operation and the like, and conversation information or conversation data can be combined to cooperate to communicate and the like.
403: and obtaining a control instruction sent by the customer service side.
The control instruction is generated according to a first touch operation executed by customer service personnel for the first interface content.
The customer service person may perform a first touch operation with respect to the first interface content, and the first touch operation may be, for example, a click operation in the first interface content or the like. The customer service side can send the first touch operation to the server side, and the server side generates a corresponding control instruction and then transmits the control instruction to the user side.
The first touch operation can be performed by a customer service person by operating a mouse, a mouse cursor can be positioned to different display areas in the first interface content by moving or clicking the mouse, and the first touch operation can be realized by clicking the mouse in the display areas.
404: and responding to the control instruction, and determining the touch position in the first interface content.
405: and displaying the mark information at the touch position.
The control command may include a touch position, for example, mouse coordinate information. The user terminal can display the marking information at the touch position according to the touch position.
The marking information can be used for prompting the touch position, and in addition, the marking information can also change along with the change of the touch position under the condition that the touch position changes.
The marking information may be a specific graphic symbol, and the change of the marking information according to the change of the touch position may be a position change or a shape change, and/or a color change, which is not limited in the present application.
Alternatively, the client may perform a corresponding processing operation in conjunction with the display content at the touch location in response to a second touch operation performed at the touch location. For example, when the display content is a control, a processing operation corresponding to the control may be performed, for example, displaying a page indexed by the control, or performing an operation of returning to a previous stage or returning to a home page, which is not limited in this application.
In this embodiment, the customer service personnel may share the first interface content corresponding to the user, and by executing the touch operation in the first interface content, the user side may display the mark information at the corresponding touch position in the first display interface, where the mark information is used to prompt the touch position, so as to achieve the purpose of remotely assisting the user, guiding the user's interface operation through the mark information, improving the communication efficiency, reducing the user's invalid interface operation, and ensuring the system performance.
In one practical application, multiple plug-ins may be integrated in the client to implement different operations, such as a communication plug-in, a co-screen interaction plug-in, and so on.
The first communication channel established with the customer service end can be realized by calling a communication plug-in.
The first interface content of the first display interface provided by the acquisition user side may be the first interface content of the first display interface provided by the acquisition user side by calling the same-screen interaction plug-in. Optionally, the communication plug-in is specifically called, so that the on-screen interaction plug-in is called by the communication plug-in to collect the first interface content of the first display interface.
The user side can render and display the same-screen control prompt information and the like in the first display interface according to the calling result of the same-screen interaction plug-in.
The communication plug-in, the on-screen interaction plug-in, etc. may be an SDK (Software Development Kit ), for example, the communication plug-in may be a Meta RTC (Meta Real-time Communications, a Real-time communication created for embedded) SDK, etc.
Also, the server may include a customer service server, a communication server, a proxy server, and the like. The customer service server can be divided into a first customer service node, a second customer service node and the like according to actual requirements. The customer service server can forward the first on-screen interaction request, the on-screen cancellation request and the like. The user side communicable plug-in establishes a first communication channel through the communication server, the first interface content can be transmitted to the communication server through the communication plug-in, and the communication server pushes the first interface content to the customer service side through the proxy server. The collecting the first call data may be collecting the first call data by calling a communication plug-in and transmitting the first call data to the customer service end via a communication server, and the obtaining the second call data may be collecting the second call data transmitted by the communication server by using a general communication plug-in.
Of course, the specific structural composition of the server is not limited to this, and in practical application, the server may include only a single server or the like.
In some embodiments, to ensure data security, the method may further include:
under the condition of detecting background operation of the user side, suspending acquisition of first interface content of a first display interface; displaying a first icon in the electronic display screen to identify the first communication channel; and responding to a return operation triggered by the first icon, displaying a first display interface on the electronic display screen, and continuously collecting first interface contents of the first display interface.
Alternatively, the first icon may be implemented in a floating window form, and the floating window SDK may be integrated in the user side, so that the floating window SDK may be called to display the first icon for identifying the first communication channel in the electronic display screen.
The return operation can be triggered for the first icon, so that the first display interface can be continuously displayed on the electronic display screen, and the acquisition operation can be continuously started.
One or more processing controls, such as a return control to sense a return operation, a call cancellation control to sense a call cancellation operation, etc., may be included in the first icon, and may be configured in combination with an actual situation, which is not limited in this application.
In some embodiments, in the case of detecting the background operation of the user side, the method may further include:
and transmitting blank content or preset content to the customer service end so that the customer service end can display the blank content or the preset content in the second display interface, thereby ensuring that customer service personnel can only view the first interface content of the first display interface and cannot view the display content of the electronic display screen corresponding to the user end, and improving the data security. The blank content or the predetermined content may be specifically transmitted to the customer service side via the service side.
In addition, in the case of detecting the background operation of the client, as another alternative manner, a pause request may be sent to the server, and the server may transmit blank content or predetermined content to the customer service.
In the process of collecting and transmitting the first interface content, a user or customer service personnel can cancel the interaction operation of the same screen. As an alternative, the method may further comprise:
displaying the same-screen control prompt information in a first display interface; and responding to the on-screen cancellation operation executed by the user for the on-screen control prompt information, and ending the acquisition of the first interface content of the first display interface provided by the user side.
The first display interface may display a communication page corresponding to the first communication channel, and the on-screen control prompt information may specifically be displayed in the communication page, or may of course also be displayed in the first display interface in a floating window form, or the like. This application is not limited thereto.
Due to a user operation or the like, in the case where the non-communication page is displayed on the first display interface, the second icon may be displayed in the form of a floating window on the first display interface.
A call cancellation operation may be performed with respect to the second icon, and some necessary processing controls, such as sending a picture, may be included in the second icon.
As another alternative, the method may further include:
and responding to the communication canceling operation of the user, canceling the first communication channel, and ending the acquisition of the first interface content of the first display interface provided by the user terminal.
Alternatively, the communication control prompt information may be displayed in the first icon or the first display interface, and the communication cancellation operation may be a trigger operation for the communication control prompt information.
As yet another alternative, the method may further comprise:
receiving a same-screen cancellation request, and terminating acquisition of first interface content of a first display interface provided by a user terminal; the on-screen cancellation request may be generated by the customer service end detecting an on-screen cancellation operation of the customer service personnel.
The second display interface of the client can also display the same-screen control prompt information, and the same-screen cancellation operation of the customer service personnel can be triggered aiming at the same-screen control prompt information.
As yet another alternative, the method may further comprise:
and under the condition that the touch position corresponds to the on-screen control prompt information, the acquisition of the first interface content of the first display interface provided by the user terminal is terminated.
As yet another alternative, the method may further comprise:
and receiving a communication cancellation request, canceling the first communication channel, and terminating acquisition of first interface content of a first display interface provided by the user side.
The communication cancellation request may be generated by the customer service detecting a communication cancellation operation of the customer service person. The second display interface of the customer service end can display communication control prompt information, and the communication cancellation operation can be triggering operation aiming at the communication control prompt information.
In some embodiments, collecting the first interface content of the first display interface provided by the user side may include:
and under the condition that a first display interface provided by the user side is displayed in the electronic display screen, executing screen recording operation to generate a video stream of first interface content comprising the first display interface.
Therefore, under the condition that the client runs in the background, the screen recording operation can be suspended, and blank content or preset content and the like can be sent to the customer service side through the server side.
In some embodiments, the method may further comprise:
and acquiring screen parameters of the electronic display screen, and transmitting the screen parameters to the customer service end so that the customer service end can display the first interface content in the second display interface according to the screen parameters.
The screen parameters may include, for example, screen size, display brightness, and the like.
In some embodiments, to improve data security, sending the first interface content to the customer service based on the first communication channel may include:
and sending the first interface content to the server based on the first communication channel so that the server can hide the target data meeting the hiding requirement in the first interface content, store the first interface content to the target address, send the target address to the customer service end, and the customer service end is used for acquiring the first interface content from the target address and displaying the first interface content in the second display interface.
The server may identify target data meeting the hiding requirement in the first interface content by using the identification model. Since the first interface content is in the form of an image frame, the hiding processing of the target data may be blurring processing of the target data in the first interface content or overlaying the specified content at the target data to hide the target data, or the like.
Fig. 5 is a flowchart of another embodiment of a communication control method provided in the embodiment of the present application, where the technical scheme of the present embodiment is executed by a customer service side, and the method may include the following steps:
501: and acquiring first interface content transmitted by the user terminal based on a first communication channel established with the customer service terminal.
The customer service side may acquire, via the server side, the first interface content transmitted by the user side based on the first communication channel.
The first interface content is obtained by collecting a first display interface for the user side.
Optionally, the method may further include:
and responding to the on-screen request operation triggered by the customer service personnel, and sending a first on-screen interaction request to the user side.
The first screen sharing request prompt message can be displayed in the second display interface, and the screen sharing request operation can be triggered by customer service personnel aiming at the first screen sharing request prompt message.
The user side is used for displaying corresponding first on-screen interaction prompt information on the first display interface, and collecting first interface content of the first display interface when the on-screen confirmation operation of the user on the first on-screen prompt information is detected.
Alternatively, the first on-screen interaction request may be sent to the server, and the first on-screen interaction request is sent to the user through the server.
The user side detects the on-screen confirmation operation executed by the user for the first on-screen prompt information and can send an on-screen confirmation request to the server side, so that the server side can establish a first communication channel between the user side and the customer service side based on the on-screen confirmation request.
In addition, the server may send the first screen sharing request to the client under the condition that the client and the customer service end establish the first communication channel. At this time, the first communication channel may be established by the server in response to the network call request.
502: and displaying the first interface content in the second display interface.
The first interface content may be displayed by being superimposed on the current display content of the second display interface, etc. The current display content of the second display interface may be a conversation window page of the customer service personnel and the user. In the process of carrying out session information between the user and the customer service personnel, the customer service personnel can trigger the operation of the same screen request, so that the user can be remotely guided to carry out interface operation and the like, and can be matched with session information or conversation data to carry out communication and the like.
503: and responding to a first touch operation of customer service personnel in the first interface content, and generating a control instruction.
The customer service person may perform a first touch operation with respect to the first interface content, and the first touch operation may be, for example, a click operation in the first interface content or the like. The customer service side can send the first touch operation to the server side, and the server side generates a corresponding control instruction and then transmits the control instruction to the user side.
The first touch operation can be performed by a customer service person by operating a mouse, a mouse cursor can be positioned to different display areas in the first interface content by moving or clicking the mouse, and the first touch operation can be realized by clicking the mouse in the display areas.
504: and sending the control instruction to the user side.
The control instruction is used for determining a touch position in the first interface content by the user side and displaying mark information at the touch position.
The control command may include a touch position, for example, mouse coordinate information. The user terminal can display the marking information at the touch position according to the touch position.
The marking information can be used for prompting the touch position, and in addition, the marking information can also change along with the change of the touch position under the condition that the touch position changes.
The marking information may be a specific graphic symbol, and the change of the marking information according to the change of the touch position may be a position change or a shape change, and/or a color change, which is not limited in the present application.
In this embodiment, the customer service personnel may share the first interface content corresponding to the user, and by executing the touch operation in the first interface content, the user side may display the mark information at the corresponding touch position in the first display interface, where the mark information is used to prompt the touch position, so as to achieve the purpose of remotely assisting the user, guiding the user's interface operation through the mark information, improving the communication efficiency, reducing the user's invalid interface operation, and ensuring the system performance.
It should be noted that, the technical solution of this embodiment has been described in detail in the embodiment shown in fig. 4, and the detailed description will not be repeated in this embodiment.
In some embodiments, the method may further comprise:
acquiring screen parameters of an electronic display screen acquired by a user side; the electronic display screen is used for displaying a first display interface;
the displaying the first interface content in the second display interface may include: and displaying the first interface content in the second display interface according to the screen parameters.
The screen parameters can be carried in the first interface content and simultaneously provided for the customer service end, and can be separately transmitted to the customer service end and the like.
In some embodiments, the method may further comprise:
responding to the same screen request operation triggered by customer service personnel, and sending a first same screen interaction request to a user side; the user side is used for displaying first together screen interaction prompt information on the first display interface, triggering together screen confirmation operation aiming at the first together screen prompt information when detecting a user, and collecting first interface content of the first display interface.
In some embodiments, the method may further comprise:
acquiring a second same-screen interaction request; the second on-screen interaction request is generated by the user side in response to the on-screen request operation triggered by the user; displaying a second same-screen interaction prompt message on a second display interface; the method comprises the steps that one-screen confirmation operation triggered by customer service personnel aiming at first one-screen prompt information is detected, a one-screen confirmation request is sent to a user side, and the one-screen confirmation request is used for indicating the user side to collect first interface content of a first display interface.
In some embodiments, the method may further comprise:
collecting second communication data and sending the second communication data to a user side through a first communication channel; acquiring first call data sent by a user terminal based on a first communication channel; and outputting the first call data.
In some embodiments, the method may further comprise:
establishing a second communication channel with the user side; collecting second communication data and sending the second communication data to a user side through a second communication channel; acquiring first call data sent by a user terminal based on a second communication channel; and outputting the first call data.
In some embodiments, the method may further comprise:
displaying the same-screen control prompt information on a second display interface; the method comprises the steps of responding to the same-screen cancellation operation triggered by customer service personnel aiming at the same-screen control prompt information, and sending a same-screen cancellation request to a user terminal; the on-screen cancellation request is used for indicating to terminate acquisition of the first interface content of the first display interface.
In some embodiments, the method may further comprise:
responding to a communication cancellation operation triggered by customer service personnel, and sending a communication cancellation request to a user side; the communication cancellation request is used for indicating to terminate acquisition of the first interface content of the first display interface and ending the first communication channel.
Fig. 6 is a flowchart of another embodiment of a communication control method provided in the embodiment of the present application, where the technical scheme of the present embodiment is executed by a server, and the method may include the following steps:
601: and establishing a first communication channel between the user terminal and the customer service terminal.
The first communication channel may be used to transmit video data.
The first communication channel may be established based on an on-screen interaction request or a network call request.
As an alternative, the method may further comprise:
receiving a first screen-sharing interaction request sent by a customer service side; sending first together screen interaction prompt information to a user terminal; the user side is used for acquiring first interface content of the first display interface when detecting the on-screen confirmation operation triggered by the user aiming at the first on-screen interaction prompt information.
As another alternative, the method may further include:
receiving a second same-screen interaction request sent by a user side; sending a second same-screen interaction prompt message to the customer service end;
according to the same-screen confirmation request sent by the customer service side, sending a same-screen confirmation notice to the user side; the user terminal is used for collecting first interface content of the first display interface under the condition that the receiving terminal confirms the notification on the same screen.
Alternatively, the establishing the first communication channel between the user side and the customer service side may include:
and establishing a first communication channel between the user terminal and the customer service terminal based on the same-screen confirmation request sent by the user terminal.
As another alternative, the establishing the first communication channel between the user side and the customer service side may include:
and establishing a first communication channel between the user terminal and the customer service terminal based on the network call request sent by the user terminal or the customer service terminal.
The sending the first together-screen interactive prompt information to the user side may be sending the first together-screen interactive prompt information to the user side under the condition that a first communication channel is established between the user side and the customer service side.
In addition, in order to meet the network call request, the server may also establish a second communication channel between the user side and the customer service side based on the network call request sent by the user side or the customer service side.
The server side can acquire first call data sent by the user side through the first communication channel or the second communication channel, and send the first call data to the customer service side;
and acquiring second communication data sent by the customer service side, and sending the second communication data to the user side through the first communication channel or the second communication channel.
602: and acquiring first interface content sent by the user terminal based on the first communication channel.
The first interface content is obtained by collecting a first display interface provided by the user side.
603: and providing the first interface content to the customer service side.
The first interface content is used for displaying in a second display interface provided by the customer service side.
604: acquiring a control instruction sent by a customer service end; the control instruction is generated by the customer service side in response to a first touch operation of a customer service person on the first interface content;
605: and sending the control instruction to the user side.
The control instruction is used for instructing the user side to determine a touch position in the first interface content and displaying the mark information at the touch position. The control command may include a touch position, for example, mouse coordinate information. The user terminal can display the marking information at the touch position according to the touch position.
The marking information can be used for prompting the touch position, and in addition, the marking information can also change along with the change of the touch position under the condition that the touch position changes.
The marking information may be a specific graphic symbol, and the change of the marking information according to the change of the touch position may be a position change or a shape change, and/or a color change, which is not limited in the present application.
In this embodiment, the customer service personnel may share the first interface content corresponding to the user, and by executing the touch operation in the first interface content, the user side may display the mark information at the corresponding touch position in the first display interface, where the mark information is used to prompt the touch position, so as to achieve the purpose of remotely assisting the user, guiding the user's interface operation through the mark information, improving the communication efficiency, reducing the user's invalid interface operation, and ensuring the system performance.
It should be noted that, the technical solution of this embodiment has been described in detail in the embodiment shown in fig. 4, and the detailed description will not be repeated in this embodiment.
In some embodiments, providing the first interface content to the customer service may include:
detecting whether target data meeting hiding requirements exist in the first interface content; hiding the target data in the first interface content; and providing the first interface content after the hiding process to the customer service side.
Optionally, the identification model may be used to detect whether target data meeting the hiding requirement exists in the first interface content. The recognition model can be obtained by training based on sample data meeting hiding requirements.
The target data may refer to user privacy data, so that data use security may be improved.
In some embodiments, providing the first interface content to the customer service may include:
storing the first interface content and sending the storage address to the customer service end; and downloading the first interface content to the customer service end according to the downloading request sent by the customer service end based on the storage address.
The first interface content may be stored, for example, by transmitting the first interface content to an SRS (Simple Realtime Server, a simple and efficient real-time video server), which is not limited in this application.
In addition, the server side can also directly send the first interface content to the customer service side, and data transmission and the like are performed in a push flow mode.
In some embodiments, the method may further comprise:
the method comprises the steps of receiving a same-screen cancellation request sent by a customer service side, and sending the same-screen cancellation request to a user side so that the user side can terminate acquisition of first interface content of a first display interface;
in some embodiments, the method may further comprise:
the method comprises the steps of receiving a same-screen cancellation request sent by a user side, and sending a same-screen cancellation instruction to a customer service side so that the customer service side can terminate displaying first interface content on a second display interface; the on-screen cancellation request is generated by the user side in response to the on-screen cancellation operation executed by the user for the on-screen control prompt information or under the condition that the touch position is detected to correspond to the on-screen control prompt information;
in some embodiments, the method may further comprise:
receiving a call cancellation request sent by a customer service end, canceling a first communication channel, and sending the call cancellation request to a user end so that the user end can terminate acquisition of first interface content of a first display interface;
in some embodiments, the method may further comprise:
and receiving a call cancellation request sent by the user terminal, canceling the first communication channel, and sending the call cancellation request to the customer service terminal so that the customer service terminal can terminate displaying the first interface content on the second display interface.
That is, the user or the customer service personnel can perform the cancel operation for the interaction with the screen alone, and under the condition that the acquisition of the first interface content of the first display interface is terminated, the first communication channel can be maintained, and call data and the like can be continuously transmitted.
The user or customer service personnel can trigger the call cancellation operation, so that the first communication channel can be directly ended, at the moment, the user side can also terminate collecting the first interface content of the first display interface at the same time, and the customer service side terminates displaying the first interface content.
In some embodiments, the method may further comprise:
and acquiring screen parameters transmitted by the user side and providing the screen parameters to the customer service side.
Alternatively, the screen parameters may be carried in the first interface content while being provided to the customer service side or the like.
As can be seen from the foregoing description, in practical application, various plug-ins may be integrated in the user side to implement different operations, such as a communication plug-in, a co-screen interaction plug-in, and so on. Accordingly, the server may be divided into a communication server and a proxy server for convenience of development and maintenance.
The establishing the first communication channel between the user side and the customer service side may be that the communication server establishes the first communication channel between the user side and the customer service side;
The obtaining the first interface content sent by the user side based on the first communication channel may be that the communication server obtains the first interface content sent by the user side based on the first communication channel, and sends the first interface content to the proxy server;
the providing the first interface content to the customer service end may be that the proxy server provides the first interface content to the customer service end;
the control instruction sent by the customer service obtaining end may be that the proxy server obtains the control instruction sent by the customer service obtaining end and sends the control instruction to the communication server.
The sending the control instruction to the user may be that the communication server establishes the control instruction and sends the control instruction to the user.
In addition, the server side can also comprise a customer service server;
the customer service server can receive a first screen-sharing interaction request sent by a customer service end and send the first screen-sharing interaction request to a user end;
the customer service server can receive a second on-screen interaction request sent by the user side and send the second on-screen interaction request to the customer service side.
In addition, the customer service server can also forward the request of canceling the same screen, etc.
The customer service server may be further divided into a first customer service node and a second customer service node according to actual requirements, which is not specifically limited in this application.
The proxy server may be, for example, an SBC (Session Border Controller, border session controller), and network address and audio/video transcoding is implemented by the proxy server.
For easy understanding, fig. 7 shows a schematic view of a scene interaction in an actual application in an embodiment of the present application, and a customer service end 701 may send a first on-screen interaction request to a user end 703 via a customer service server 702.
The user terminal 703 may invoke the communication plug-in to establish a first communication channel with the communication server 704, and the communication server 704 may be connected to the customer service server 702 via the proxy server 705.
The user terminal 703 may display the first together screen interaction prompt information in a pop-up frame form based on the first together screen interaction request; and then, detecting the on-screen confirmation operation triggered by the user aiming at the first on-screen interaction prompt information, and calling the on-screen interaction plug-in to acquire the first interface content of the first display interface.
The user terminal 703 may then invoke the communication plug-in to send the first interface content to the communication server 704 via the first communication channel, and the communication server 704 may transmit the first interface content to the proxy server 705.
In addition, the first call data is also sent to the communication server 704 through the first communication channel by the communication plug-in.
The proxy server 705 may perform processing operations such as transcoding processing and hiding processing on the first interface content, and may save the first interface content, for example, may issue the first interface content to the SRS, and provide a corresponding storage address, screen parameters, and the like to the customer service server 702, where the customer service server 702 provides the first interface content to the customer service terminal 701.
The customer service end 701 may pull the first interface content from the SRS based on the storage address, so that the first interface content may be displayed on the second display interface.
The customer service end 701 may further detect a first touch operation of a customer service person on the first interface content, so that a corresponding control instruction may be transmitted to the proxy server 705 via the customer service server 702.
The proxy server 705 may send control instructions to the communication plugin via the communication server 704 based on the data channel, and then the communication plugin feeds back to the user terminal 703.
The user terminal 703 may display the mark information at the corresponding touch position in the first display interface according to the communication plug-in.
For easy understanding, fig. 8a to 8e show schematic views of an interface in a practical application, and the technical solutions of the embodiments of the present application are described below with reference to fig. 8a to 8 e.
FIG. 8a shows an interface schematic of a second display interface in which on-screen request prompt 801 may be displayed in the second display interface 800; the customer service side detects the operation of the same screen request triggered by the customer service personnel aiming at the prompt message 801 of the same screen request, and can send a first same screen interaction request to the user side through the service side.
The user side may display the first on-screen interaction prompt information on the first display interface according to the first on-screen interaction request, for example, in an interface schematic diagram of the first display interface shown in fig. 8b, the first on-screen interaction prompt information 802 may be displayed on the first display interface 900.
The user terminal responds to the on-screen confirmation operation triggered by the on-screen interaction prompt message 802, namely, the first interface content of the first display interface can be collected, and the first interface content is provided to the customer service terminal through the service terminal.
In an interface schematic diagram of the second display interface shown in fig. 8c, the customer service side can display the first interface content 803 in the second display interface 800.
The customer service personnel can execute the first touch operation in the first interface content 803, and the customer service side can generate a corresponding control instruction and send the control instruction to the user side through the service side.
The user terminal may determine the touch location, and may display the mark information at the touch location, and in an interface schematic of the first display interface as shown in fig. 8d, the mark information 804 is displayed at the touch location in the first display interface 900.
In addition, as shown in fig. 8e, the user side may display a communication page corresponding to the first communication channel on the first display interface, and may display the on-screen control prompt information 805 on the communication page.
In the case where the user side displays the non-communication page on the first display interface, the second icon may be displayed in the form of a floating window on the first display interface, and in an interface schematic diagram of the first display interface shown in fig. 8d, the second icon 806 may be displayed on the first display interface 900.
In the case that the first display interface displays the communication page or the non-communication page, the first icon may be transmitted to the customer service end as the first interface content, where the first icon displayed in the form of a floating window may not be included in the first interface content.
In addition, under the background operation condition of the user side, the first icon can be displayed in the electronic display screen, under the background operation condition of the user side, the acquisition of the first interface content is suspended, and blank content or preset content and the like can be transmitted to the customer service side.
The call cancellation operation can be triggered for the first icon or the second picture, and in addition, the on-screen cancellation operation can be triggered.
Fig. 9 is a schematic structural diagram of an embodiment of a communication control device provided in an embodiment of the present application, where the device may include:
the content acquisition module 901 is configured to acquire first interface content of a first display interface provided by a user terminal;
the content sending module 902 is configured to send the first interface content to the customer service end based on a first communication channel established with the customer service end; the first interface content is used for displaying in a second display interface provided by the customer service end;
the instruction acquisition module 903 is configured to acquire a control instruction sent by the customer service end; the control instruction is generated according to a first touch operation executed by customer service personnel aiming at the first interface content;
a position determining module 904, configured to determine a touch position in the first interface content in response to the control instruction;
an information display module 905 for displaying the mark information at the touch position; the marking information is used for prompting the touch position.
In some embodiments, the apparatus may further comprise:
the pause processing module is used for pausing the acquisition of the first interface content of the first display interface under the condition of detecting the background operation of the user side; displaying a first icon in the electronic display screen to identify the first communication channel; and responding to a return operation triggered by the first icon, displaying a first display interface on the electronic display screen, and continuously collecting first interface contents of the first display interface.
In some embodiments, the apparatus may further comprise:
the on-screen triggering module is used for receiving a first on-screen interaction request; the first on-screen interaction request is generated by a customer service end in response to an on-screen request operation triggered by a customer service person; displaying first together screen interaction prompt information on a first display interface;
the content acquisition module acquires first interface content of a first display interface provided by a user side, wherein the first interface content comprises: and responding to the on-screen confirmation operation aiming at the first on-screen prompt information, and collecting first interface content of a first display interface provided by the user side.
In some embodiments, the content acquisition module, in response to an on-screen confirmation operation for the first on-screen prompt information, acquires first interface content of a first display interface provided by the user terminal, including: responding to the on-screen confirmation operation aiming at the first on-screen prompt information, and establishing a first communication channel with the customer service side; and collecting first interface content of a first display interface provided by the user side.
In some embodiments, the apparatus may further comprise:
the on-screen cancellation module is used for displaying on-screen control prompt information in the first display interface; responding to the on-screen cancellation operation executed by the user for the on-screen control prompt information, and ending the acquisition of the first interface content of the first display interface provided by the user side;
Or, receiving a same-screen cancellation request, and terminating acquisition of first interface content of a first display interface provided by the user side; the on-screen cancellation request is generated for the on-screen cancellation operation of the customer service side when the customer service side detects the on-screen cancellation operation of the customer service personnel;
or under the condition that the touch position corresponds to the on-screen control prompt information, terminating acquisition of first interface content of a first display interface provided by the user side;
or, responding to the communication cancellation operation of the user, and ending the collection of the first interface content of the first display interface;
or, receiving a communication cancellation request, and terminating to collect first interface content of a first display interface provided by the user terminal; the communication cancellation request is generated for the customer service side in response to a communication cancellation operation by the customer service person.
In some embodiments, the content collection module collects first interface content of a first display interface provided by the user terminal, including: and under the condition that a first display interface provided by the user side is displayed in the electronic display screen, executing screen recording operation to generate a video stream of first interface content comprising the first display interface.
In some embodiments, the apparatus may further comprise:
and the processing module is used for responding to the second touch operation executed at the touch position and executing corresponding processing operation in combination with the display content at the touch position.
The communication control device shown in fig. 9 may perform the communication control method described in the embodiment shown in fig. 4, and its implementation principle and technical effects are not repeated. The specific manner in which the respective modules, units, and operations of the communication control apparatus in the above embodiments are performed has been described in detail in the embodiments related to the method, and will not be described in detail here.
Fig. 10 is a schematic structural diagram of an embodiment of a communication control device provided in an embodiment of the present application, where the device may include:
the content acquisition module 1001 is configured to acquire first interface content that is transmitted by the user terminal based on a first communication channel established with the customer service terminal; the first interface content is obtained by collecting a first display interface for a user side;
a content display module 1002, configured to display the first interface content in the second display interface;
the instruction generation module 1003 is configured to generate a control instruction in response to a first touch operation of the customer service personnel in the first interface content;
the instruction sending module 1004 is configured to send a control instruction to a user terminal; the control instruction is used for instructing the user side to determine a touch position in the first interface content and displaying the mark information at the touch position.
In some embodiments, the apparatus may further comprise:
the same screen request module is used for responding to the same screen request operation triggered by customer service personnel and sending a first same screen interaction request to the user side; the user side is used for displaying first together screen interaction prompt information on a first display interface, triggering together screen confirmation operation aiming at the first together screen prompt information when detecting a user, and collecting first interface content of the first display interface;
in some embodiments, the apparatus may further comprise:
the on-screen confirmation module is used for acquiring a second on-screen interaction request; the second on-screen interaction request is generated by the user side in response to the on-screen request operation triggered by the user; displaying a second same-screen interaction prompt message on a second display interface; the method comprises the steps that one-screen confirmation operation triggered by customer service personnel aiming at first one-screen prompt information is detected, a one-screen confirmation request is sent to a user side, and the one-screen confirmation request is used for indicating the user side to collect first interface content of a first display interface.
The communication control device shown in fig. 10 may perform the communication control method described in the embodiment shown in fig. 5, and its implementation principle and technical effects are not repeated. The specific manner in which the respective modules, units, and operations of the communication control apparatus in the above embodiments are performed has been described in detail in the embodiments related to the method, and will not be described in detail here.
Fig. 11 is a schematic structural diagram of an embodiment of a communication control device provided in an embodiment of the present application, where the device may include:
a communication establishing module 1101, configured to establish a first communication channel between a user side and a customer service side;
the content providing module 1102 is configured to obtain first interface content sent by the user side based on the first communication channel; the first interface content is obtained by collecting a first display interface provided by a user side; providing first interface content to a customer service end; the first interface content is used for displaying in a second display interface provided by the customer service end;
the instruction forwarding module 1103 is configured to obtain a control instruction sent by the customer service end; the control instruction is generated by the customer service side in response to a first touch operation of a customer service person on the first interface content; sending a control instruction to a user side; the control instruction is used for instructing the user side to determine a touch position in the first interface content and displaying the mark information at the touch position.
In some embodiments, the content providing module provides the first interface content to the customer service side includes: detecting whether target data meeting hiding requirements exist in the first interface content; hiding the target data in the first interface content; and providing the first interface content after the hiding process to the customer service side.
The communication control device shown in fig. 11 may perform the communication control method described in the embodiment shown in fig. 6, and its implementation principle and technical effects are not repeated. The specific manner in which the respective modules, units, and operations of the communication control apparatus in the above embodiments are performed has been described in detail in the embodiments related to the method, and will not be described in detail here.
Embodiments of the present application also provide a computing device, as shown in fig. 12, that may include a storage component 1201 and a processing component 1202;
the storage component 1201 stores one or more computer instructions for execution by the processing component 1202 to implement the communication control method as described in any of the embodiments of fig. 1-6.
Of course, the computing device may necessarily include other components as well, such as input/output interfaces, display components, communication components, and the like.
In the case where the processing component in the computing device is configured to implement the communication control method as shown in fig. 1, 2 or 4 and 5, the computing device may further include a display component to perform a corresponding display operation.
The input/output interface provides an interface between the processing component and a peripheral interface module, which may be an output device, an input device, etc. The communication component is configured to facilitate wired or wireless communication between the computing device and other devices, and the like.
Wherein the processing component may include one or more processors to execute computer instructions to perform all or part of the steps of the methods described above. Of course, the processing component may also be implemented as one or more Application Specific Integrated Circuits (ASICs), digital Signal Processors (DSPs), digital Signal Processing Devices (DSPDs), programmable Logic Devices (PLDs), field Programmable Gate Arrays (FPGAs), controllers, microcontrollers, microprocessors or other electronic elements for executing the methods described above.
The storage component is configured to store various types of data to support operations at the terminal. The memory component may be implemented by any type or combination of volatile or nonvolatile memory devices such as Static Random Access Memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic or optical disk.
The display component may be an Electroluminescent (EL) element, a liquid crystal display or a micro display having a similar structure, or a retina-directly displayable or similar laser scanning type display.
It should be noted that, in the case where the above-mentioned computing device implements the communication control method shown in fig. 3 or fig. 6, it may be an elastic computing host provided by a physical device or a cloud computing platform, or the like. It may be implemented as a distributed cluster of multiple servers or terminal devices, or as a single server or single terminal device.
In the case where the above-mentioned computing device implements the communication control method shown in fig. 1, fig. 2, fig. 4, or fig. 6, the computing device may be specifically implemented as an electronic device, where the electronic device may be a device that is used by a user and has functions of computing, surfing the internet, communication, etc. required by the user, and may be, for example, a mobile phone, a tablet computer, a personal computer, a wearable device, etc.
The embodiment of the application also provides a computer readable storage medium, which stores a computer program, and the computer program can implement the communication control method described in any one of the embodiments shown in fig. 1 to 6 when executed by a computer. The computer-readable medium may be contained in the electronic device described in the above embodiment; or may exist alone without being incorporated into the electronic device.
The embodiments of the present application also provide a computer program product, which includes a computer program loaded on a computer readable storage medium, where the computer program when executed by a computer can implement a communication control method as described in any of the embodiments shown in fig. 1 to 6. In such embodiments, the computer program may be downloaded and installed from a network, and/or installed from a removable medium. The computer program, when executed by a processor, performs the various functions defined in the system of the present application.
It should be noted that, in the embodiments of the present application, the use of user data may be involved, and in practical applications, user specific personal data may be used in the schemes described herein within the scope allowed by applicable legal regulations in the country where the applicable legal regulations are met (for example, the user explicitly agrees to the user to actually notify the user, etc.).
It will be clear to those skilled in the art that, for convenience and brevity of description, specific working procedures of the above-described systems, apparatuses and units may refer to corresponding procedures in the foregoing method embodiments, which are not repeated herein.
From the above description of the embodiments, it will be apparent to those skilled in the art that the embodiments may be implemented by means of software plus necessary general hardware platforms, or of course may be implemented by means of hardware. Based on this understanding, the foregoing technical solution may be embodied essentially or in a part contributing to the prior art in the form of a software product, which may be stored in a computer readable storage medium, such as ROM/RAM, a magnetic disk, an optical disk, etc., including several instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to execute the method described in the respective embodiments or some parts of the embodiments.
Finally, it should be noted that: the above embodiments are only for illustrating the technical solution of the present application, and are not limiting thereof; although the present application has been described in detail with reference to the foregoing embodiments, it should be understood by those of ordinary skill in the art that: the technical scheme described in the foregoing embodiments can be modified or some technical features thereof can be replaced by equivalents; such modifications and substitutions do not depart from the spirit and scope of the corresponding technical solutions.
Claims (20)
1. A communication control method, applied to a user terminal, comprising:
collecting first interface content of a first display interface provided by the user side;
transmitting the first interface content to a customer service terminal based on a first communication channel established with the customer service terminal; the first interface content is used for displaying in a second display interface provided by the customer service end;
acquiring a control instruction sent by the customer service side; the control instruction is generated according to a first touch operation executed by customer service personnel for the first interface content;
responding to the control instruction, and determining a touch position in the first interface content;
Displaying mark information at the touch position; the marking information is used for prompting the touch position.
2. The method as recited in claim 1, further comprising:
under the condition that the background operation of the user side is detected, the acquisition of the first interface content of the first display interface is suspended;
displaying a first icon in an electronic display screen to identify the first communication channel;
and responding to a return operation triggered by the first icon, displaying the first display interface on the electronic display screen, and continuously collecting first interface contents of the first display interface.
3. The method as recited in claim 1, further comprising:
receiving a first screen-sharing interaction request; the first on-screen interaction request is generated by the customer service side in response to on-screen request operation triggered by customer service personnel;
displaying first together screen interaction prompt information on a first display interface;
the collecting the first interface content of the first display interface provided by the user side includes:
and responding to the on-screen confirmation operation aiming at the first on-screen prompt information, and collecting first interface content of a first display interface provided by the user side.
4. The method of claim 3, wherein the acquiring the first interface content of the first display interface provided by the user terminal in response to the on-screen confirmation operation for the first on-screen prompt message comprises:
responding to the on-screen confirmation operation aiming at the first on-screen prompt information, and establishing the first communication channel with the customer service side;
and collecting first interface content of a first display interface provided by the user side.
5. A method according to claim 3, further comprising:
displaying the same-screen control prompt information in a first display interface; responding to the on-screen cancellation operation executed by the user for the on-screen control prompt information, and ending the acquisition of the first interface content of the first display interface provided by the user side;
or, receiving a request for canceling the same screen, and stopping collecting first interface content of a first display interface provided by the user side; the on-screen cancellation request is generated for the on-screen cancellation operation of the customer service side when the customer service side detects the customer service personnel;
or under the condition that the touch position corresponds to the on-screen control prompt information, terminating collecting first interface content of a first display interface provided by the user side;
Or, in response to the communication cancellation operation of the user, terminating acquisition of first interface content of the first display interface;
or, receiving a communication cancellation request, and terminating to collect first interface content of a first display interface provided by the user side; the communication cancellation request is generated for the customer service side in response to a communication cancellation operation of the customer service person.
6. The method of claim 1, wherein the collecting the first interface content of the first display interface provided by the user terminal includes:
and under the condition that a first display interface provided by the user side is displayed in the electronic display screen, executing screen recording operation to generate a video stream comprising first interface contents of the first display interface.
7. The method as recited in claim 1, further comprising:
and responding to a second touch operation executed at the touch position, and executing corresponding processing operation in combination with the display content at the touch position.
8. The method as recited in claim 1, further comprising:
collecting first call data and sending the first call data to the customer service end through the first communication channel;
Acquiring second conversation data sent by the customer service end based on the first communication channel;
and outputting the second conversation data.
9. The method as recited in claim 1, further comprising:
and acquiring screen parameters of an electronic display screen, and transmitting the screen parameters to the customer service end so that the customer service end can display the first interface content on the second display interface according to the screen parameters.
10. A communication control method, which is applied to a customer service end, the method comprising:
acquiring first interface content transmitted by a user terminal based on a first communication channel established with the customer service terminal; the first interface content is obtained by collecting a first display interface for the user side;
displaying the first interface content on a second display interface;
responding to a first touch operation of customer service personnel in the first interface content, and generating a control instruction;
the control instruction is sent to the user side; the control instruction is used for indicating the user side to determine a touch position in the first interface content and displaying mark information at the touch position.
11. The method as recited in claim 10, further comprising:
Responding to the same screen request operation triggered by customer service personnel, and sending a first same screen interaction request to a user side; the user side is used for displaying first together screen interaction prompt information on a first display interface, triggering together screen confirmation operation aiming at the first together screen prompt information when detecting a user, and collecting first interface content of the first display interface;
or,
acquiring a second same-screen interaction request; the second on-screen interaction request is generated by the user side in response to the on-screen request operation triggered by the user; displaying a second same-screen interaction prompt message on a second display interface; and detecting the on-screen confirmation operation triggered by the customer service personnel aiming at the first on-screen prompt information, and sending an on-screen confirmation request to the user side, wherein the on-screen confirmation request is used for indicating the user side to collect first interface content of the first display interface.
12. A communication control method, characterized by comprising:
establishing a first communication channel between a user end and a customer service end;
acquiring first interface content sent by the user side based on the first communication channel; the first interface content is obtained by collecting a first display interface provided by the user side;
Providing the first interface content to the customer service end; the first interface content is used for displaying in a second display interface provided by the customer service end;
acquiring a control instruction sent by the customer service side; the control instruction is generated by the customer service side in response to a first touch operation of customer service personnel on the first interface content;
the control instruction is sent to the user side; the control instruction is used for indicating the user side to determine a touch position in the first interface content and displaying mark information at the touch position.
13. The method of claim 12, wherein the providing the first interface content to the customer service side comprises:
detecting whether target data meeting hiding requirements exist in the first interface content;
hiding the target data in the first interface content;
and providing the first interface content after the hiding process to the customer service side.
14. The method as recited in claim 12, further comprising:
receiving a first screen-sharing interaction request sent by the customer service side; sending a first together screen interaction prompt message to the user side; the user side is used for acquiring first interface content of the first display interface when detecting the on-screen confirmation operation triggered by the user aiming at the first on-screen interaction prompt information;
Or,
receiving a second same-screen interaction request sent by the user side; sending a second same-screen interaction prompt message to the customer service end;
according to the same-screen confirmation request sent by the customer service side, sending a same-screen confirmation notice to the user side; the user terminal is used for collecting first interface content of the first display interface under the condition that the on-screen confirmation notification is received.
15. The method of claim 14, wherein establishing a first communication channel between the user side and the customer service side comprises:
based on the same screen confirmation request sent by the user side, a first communication channel between the user side and the customer service side is established;
or, based on the network call request sent by the user side or the customer service side, establishing a first communication channel between the user side and the customer service side.
16. The method of claim 14, wherein the sending the first on-screen interactive prompt message to the client comprises:
and under the condition that a first communication channel is established between the user terminal and the customer service terminal, sending first together screen interaction prompt information to the user terminal.
17. The method as recited in claim 12, further comprising:
Receiving a same-screen cancellation request sent by the customer service side, and sending the same-screen cancellation request to the user side so that the user side can terminate acquisition of first interface content of the first display interface;
or, receiving a same-screen cancellation request sent by the user side, and sending a same-screen cancellation instruction to the customer service side so that the customer service side can terminate displaying the first interface content on a second display interface; the on-screen cancellation request is generated for the user side in response to the on-screen cancellation operation executed by the user for the on-screen control prompt information or generated under the condition that the touch position corresponds to the on-screen control prompt information;
or, receiving a call cancellation request sent by the customer service end, canceling the first communication channel, and sending the call cancellation request to the user end so that the user end can terminate acquisition of first interface content of the first display interface;
or, receiving a call cancellation request sent by the user terminal, canceling the first communication channel, and sending the call cancellation request to the customer service terminal, so that the customer service terminal terminates displaying the first interface content on a second display interface.
18. A communication control method, characterized by comprising:
the method comprises the steps that a first communication channel between a first client and a second client is established by a server;
the first client acquires first interface content of a first display interface provided by the first client;
the first client provides the first interface content to a second client via the server based on the first communication channel;
the second client displays the first interface content in a second display interface;
the second client responds to a first touch operation of customer service personnel in the first interface content to generate a touch instruction;
the second client sends the touch instruction to the first client through the server;
the first client responds to the control instruction and determines the touch position in the first interface content;
the first client displays marking information at the touch position.
19. A computing device comprising a processing component and a storage component;
the storage component stores one or more computer instructions; the one or more computer instructions are to be invoked by the processing component to implement the communication control method of any one of claims 1 to 9 or the communication control method of any one of claims 10 to 11 or the communication control method of any one of claims 12 to 17 or the communication control method of claim 18.
20. A computer-readable storage medium, characterized in that a computer program is stored, which, when executed by a computer, realizes the communication control method according to any one of claims 1 to 9 or the communication control method according to any one of claims 10 to 11 or the communication control method according to any one of claims 12 to 17 or the communication control method according to claim 18.
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| Application Number | Priority Date | Filing Date | Title |
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| CN202311262836.4A CN117348775A (en) | 2023-09-27 | 2023-09-27 | Communication control method and computing device |
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| CN202311262836.4A CN117348775A (en) | 2023-09-27 | 2023-09-27 | Communication control method and computing device |
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| CN202311262836.4A Pending CN117348775A (en) | 2023-09-27 | 2023-09-27 | Communication control method and computing device |
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| Country | Link |
|---|---|
| CN (1) | CN117348775A (en) |
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2023
- 2023-09-27 CN CN202311262836.4A patent/CN117348775A/en active Pending
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