WO2021135989A1 - 虚拟营业厅系统、业务处理方法、电子设备及存储介质 - Google Patents

虚拟营业厅系统、业务处理方法、电子设备及存储介质 Download PDF

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Publication number
WO2021135989A1
WO2021135989A1 PCT/CN2020/137704 CN2020137704W WO2021135989A1 WO 2021135989 A1 WO2021135989 A1 WO 2021135989A1 CN 2020137704 W CN2020137704 W CN 2020137704W WO 2021135989 A1 WO2021135989 A1 WO 2021135989A1
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Prior art keywords
resource
business
server
client
service request
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PCT/CN2020/137704
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English (en)
French (fr)
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王景平
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中兴通讯股份有限公司
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Publication of WO2021135989A1 publication Critical patent/WO2021135989A1/zh

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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
    • G06F3/011—Arrangements for interaction with the human body, e.g. for user immersion in virtual reality
    • G06F3/012—Head tracking input arrangements
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/90—Details of database functions independent of the retrieved data types
    • G06F16/95—Retrieval from the web
    • G06F16/953—Querying, e.g. by the use of web search engines
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F21/00—Security arrangements for protecting computers, components thereof, programs or data against unauthorised activity
    • G06F21/30—Authentication, i.e. establishing the identity or authorisation of security principals
    • G06F21/31—User authentication
    • G06F21/32—User authentication using biometric data, e.g. fingerprints, iris scans or voiceprints
    • 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

Definitions

  • the embodiments of the application relate to the field of communications, and in particular to a virtual business hall system, business processing method, electronic equipment, and storage medium.
  • VR Virtual Reality
  • the embodiment of the application provides a virtual business hall system, including: a virtual reality VR client and a VR back-end server communicating with the VR client; the VR client is set to send service requests to the VR back-end server and receive the VR back-end The response message of the service request fed back by the server, and displays the VR resource obtained according to the response message; the VR background server is set to obtain the indication information of the VR resource corresponding to the service request according to the service request, and carry the indication information in the response message Send it to the VR client.
  • the embodiment of the application also provides a service processing method, which is applied to the VR back-end server in the virtual business hall system.
  • the virtual business hall system further includes a VR client connected to the VR back-end server in communication; the method includes: receiving the VR client The service request sent; obtain the indication information of the VR resource corresponding to the service request according to the service request; carry the indication information in the response message of the service request and send it to the VR client for the VR client to display the information obtained according to the response message VR resources.
  • An embodiment of the present application further provides an electronic device, including: at least one processor; and a memory communicatively connected with the at least one processor; wherein the memory stores instructions executable by the at least one processor, and the instructions are at least One processor executes, so that at least one processor can execute the foregoing service processing method.
  • the embodiment of the present application also provides a computer-readable storage medium that stores a computer program, and the computer program is executed by a processor to implement the above-mentioned service processing method.
  • Figure 1 is a schematic structural diagram of a virtual business hall system according to a first embodiment of the present application
  • Figure 2 is a schematic structural diagram of a virtual business hall system according to a second embodiment of the present application.
  • Fig. 3 is a flowchart of a service processing method according to a third embodiment of the present application.
  • Fig. 4 is a schematic structural diagram of an electronic device according to a fourth embodiment of the present application.
  • the first embodiment of the present application relates to a virtual business hall system.
  • the virtual business hall system includes: a virtual reality VR client and a VR back-end server communicating with the VR client; the VR client is set to The VR background server sends a service request, receives the response message of the service request fed back by the VR background server, and displays the VR resource obtained according to the response message; the VR background server is set to obtain the instruction of the VR resource corresponding to the service request according to the service request Information, and carry the instruction information in the response message and send it to the VR client.
  • FIG. 1 A schematic structural diagram of a virtual business hall system of this embodiment is shown in FIG. 1, and includes: a VR client, a VR background server, a business hall background server, a business database, a VR resource management server, and a VR resource providing server.
  • the VR client communicates with the VR back-end server
  • the VR back-end server communicates with the business hall back-end server
  • the VR client and the VR resource management server
  • the business hall back-end server communicates with the VR back-end server, the VR resource management server and the business database.
  • VR resource management server and VR resource providing server, business hall back-end server and business database communication connection the VR client and the VR resource management server
  • the VR client is set to be responsible for the access, display, and user interaction of the VR business hall; this device can be a general VR helmet.
  • the VR client is set to show the user the guidance information of the network business hall, and according to the service selected by the user, it initiates a service request to the VR back-end server, and obtains the VR corresponding to the service request through interaction with the VR back-end server
  • the instruction information of the resource, and the VR resource obtained according to the instruction information of the VR resource is shown to the user.
  • the device specifically adopted by the VR client can be selected according to actual conditions and needs, and the specific type of the VR client is not limited in this embodiment.
  • the VR back-end server is set to be responsible for receiving interactive requests from the VR client, sending the received service requests to the back-end server of the business hall, and carrying the indication information of the VR resources corresponding to the service request fed back by the back-end server of the business hall in the response
  • the message is sent to the client.
  • the VR back-end server receives various interaction requests from the VR client, for example, processing the VR client's access service request, service selection request, application service assistance request, etc.
  • After receiving the business request forward the corresponding business request to the back-end server of the business hall, and receive the processing result of the back-end server of the business hall.
  • the VR resource indication information (name, link, etc.) processed by the back-end server of the business hall will be received
  • the result of the processing is fed back to the VR client, and repeated many times to realize the logic control of the VR business.
  • the business database is set to store the corresponding relationship between the business request process label and the VR resource for the back-end server of the business hall to perform process query and obtain the VR resource indication information.
  • the back-end server of the business hall is set to be responsible for determining the instruction information of the VR resource corresponding to the service request according to the business request sent by the back-end VR server, and feedback the instruction information to the back-end VR server.
  • the VR resource generation request is sent to the VR resource management server, and after the VR resource is generated in real time, the instruction information of the VR resource is obtained again.
  • the business hall back-end server is responsible for the business logic interaction with the VR back-end server, according to the business request of the VR back-end instruction server, reads the instruction information of the VR resource corresponding to the business process from the business database, and feeds back the obtained instruction information To the VR backend server.
  • the back-end server of the business hall If the back-end server of the business hall cannot read the instruction information of the VR resource in the business database, it is determined that the VR resource corresponding to the service request is not stored. At this time, the back-end server of the business hall sends a VR resource generation request to the VR resource management server.
  • the VR resource management server dynamically generates the VR resource corresponding to the service request. After the VR management server generates the VR resource, it obtains the indication information of the real-time generated VR resource, and feeds the indication information back to the VR background server.
  • the VR resource management server is set to be responsible for generating requests based on VR resources, generating VR resources in real time, and updating the correspondence between the services stored in the service database and the VR resources based on the VR resources generated in real time, and is also set to provide server storage for VR resources Any of the following management operations can be performed on the VR resources: delete operations on VR resources, modify operations on VR resources, add operations on VR resources, and query operations on VR resources.
  • the VR resource server when the back-end server of the business hall cannot query the knowledge information of the VR resource corresponding to the service request, the VR resource server generates the request according to the received VR resource, reads the service data corresponding to the resource generation request, and dynamically according to the service data
  • the generated resource generates the VR resource corresponding to the request, stores the VR resource in the VR resource providing server, and matches the relationship between the new service and the VR resource.
  • VR resources mainly include fixed VR playback video files, such as promotional videos, variable VR playback video files generated according to business requirements, business hall process indexes, etc.
  • the VR resource management server is responsible for associating VR resources with business hall business processes.
  • the method can be marked by labels or other identification methods, and then the association relationship between the VR resource and the business process can be recorded in the business database.
  • the recording method can be by creating a new file or editing an association statement.
  • the VR resource providing server is configured to store the real-time or pre-generated VR resources of the VR resource management server for the VR client to obtain VR resources from the VR resource providing server according to the indication information of the VR resource carried in the response message.
  • the user selects the business identification that needs to be understood according to the business to be processed, the business identification displayed on the VR client, and sends the business to the VR back-end server through the VR client request.
  • a user needs to process business through a virtual business hall system.
  • a VR helmet ie, VR client
  • he selects online business hall business to enter the network business hall system (3D effect business hall)
  • the VR background server detects
  • the user enters the virtual business hall through the VR helmet he obtains the instruction information of the VR resource from the back-end server of the business hall, and transmits the instruction information of the VR resource on the initial interface of the virtual business hall to the VR helmet.
  • the instruction information of the VR resource, the VR resource is obtained from the VR resource providing server, and the service identification and information of each service contained in the initial interface of the virtual business hall are displayed to the user through a 360-degree perspective, so that the user can query the service that needs to be processed;
  • the user determines the specific business that the user wants to process through the virtual business hall system through the handheld device or obtains the business identification selected by the user through the visual intersection control, and then sends the business identification information of the specified business selected by the user to the VR background server through the VR helmet .
  • the indication information of the VR resource corresponding to the user's service request is determined.
  • the VR client determines the specific service selected by the user, it sends a service request to the VR back-end server according to the identification of the service selected by the user through the preset communication protocol, and the VR back-end server receives the service request from the VR client
  • the VR back-end server sends the business request to the back-end server of the business hall, and the indication information of the VR resource corresponding to the business request fed back by the back-end server of the business hall is carried in the response message and sent to the VR client;
  • the back-end server of the business hall According to the service request sent by the VR background server, the indication information of the VR resource corresponding to the service request is determined, and the indication information is fed back to the VR background server.
  • the VR back-end server After the VR back-end server receives the service request sent by the VR client, it sends the service identifier contained in the received service request to the back-end server of the business hall, and the back-end server of the business hall accesses the business database and the business database connected to itself.
  • the back-end server of the business hall accesses the business database and the business database connected to itself.
  • query the next process corresponding to the received business identifier in the business database query the process label of the next process, and the VR streaming media resource corresponding to the next process
  • the resource locator (URL) in the VR resource providing server If the back-end server of the business hall can find the indication information of the VR resource in the service database, it will feed back the indication information of the VR resource corresponding to the service request to the VR back-end server.
  • the back-end server of the business hall If the back-end server of the business hall cannot find the instruction information of the VR resource, it is determined that the VR resource related to the current service request is not stored in the VR resource providing server. At this time, the back-end server of the business hall sends a VR resource generation request to the VR resource management server; The VR resource management server generates VR resources in real time according to the VR resource generation request, and updates the correspondence between the services stored in the service database and the VR resources according to the VR resources generated in real time; then transmits the generated VR resources to the VR resource providing server, and VR resources provide servers for storage. Then, according to the storage path of the real-time generated VR resource in the VR resource providing server, the indication information of the VR resource corresponding to the service request is determined, and the indication information is fed back to the VR background server.
  • the VR resource management server is not only set to generate VR resources in real time when the instruction information of the VR resources cannot be queried, but also set to manage the VR resources stored by the VR resource providing server. For example, after real-time VR resources are generated, the generated real-time VR resources are stored in the VR resource providing server, and when business requirements change, the VR resources stored in the VR resource providing server are updated accordingly, and the virtual business hall system is no longer After supporting a certain business, delete the VR resources related to the business stored in the VR resource server, etc.
  • the VR resource corresponding to the service request is displayed to the user.
  • the VR client initiates a request to the VR resource provision server according to the indication information of the VR resource carried in the response message, obtains the VR resource from the VR resource provision server, and sends it to The user displays the VR resources obtained according to the response message.
  • the virtual business hall system in this embodiment may also include a contact center subsystem communicating with the VR back-end server.
  • the contact center subsystem is configured to receive queuing requests from the VR backend server, and transmit video data of the business personnel to the VR client for the user to interact with the business personnel through the VR client.
  • the business hall back-end server cannot query the process tag associated with the business selected by the user or cannot query the instruction information of the VR resource corresponding to the process tag, etc.
  • the business hall back-end server returns the preset queuing request identifier to the VR back-end server, for example, the return code 999.
  • the VR server After receiving the queuing request identifier returned by the back-end server of the business hall, the VR server initiates a queuing request to the contact center subsystem to request the support of the business personnel. After obtaining the reply from the business staff, the contact center subsystem transmits the video data of the business staff to the VR client for the user to interact with the business staff through the VR client. The business staff handles the business according to the user's business request. In addition, the contact center subsystem can also initiate a queuing request at any time according to the user's choice, and initiate a request for help from the business personnel, so as to achieve the user's business processing faster.
  • this embodiment provides a virtual business hall system, which is realized by using VR technology by feeding back the instruction information of the VR resource corresponding to the service request to the VR client, and displaying the acquired VR resource to the user according to the instruction information.
  • User's business processing using VR resources to show users as many business identifiers as possible for users to conduct business queries, avoiding the need for users to perform multiple queries on the web page during the target business query process, and improving the efficiency of business queries and users User experience; according to the resource generation request, real-time generation and feedback of the generated VR resources to the user, ensuring the business processing capacity and accuracy of the virtual business hall; when the business cannot be processed directly through the virtual business hall, for the user
  • Providing video data of business personnel further ensures the business processing capacity and efficiency of the virtual business hall system.
  • the second embodiment of the application relates to a virtual business hall system.
  • the second embodiment is roughly the same as the first embodiment.
  • the virtual business hall system also includes a voice recognition subsystem and a voiceprint authentication subsystem.
  • the subsystem determines the business that the user queries and improves the efficiency of the business query; when performing user identity verification, obtain a piece of user input audio, the voiceprint authentication subsystem recognizes the user identity, and feeds back the result, avoiding the need for the user to manually input identity verification Information to improve the efficiency of identity verification.
  • FIG. 2 The structure diagram of a virtual business hall system in this embodiment is shown in Figure 2, including: VR client, VR background server, business hall background server, VR resource management server, VR resource providing server, business database, contact center Subsystem, voice recognition sub-system and voiceprint authentication sub-system.
  • connection relationships and functions of the VR client, VR back-end server, business hall back-end server, VR resource management server, VR resource providing server, service database, and contact center subsystem in this embodiment are similar to those of the modules in the first embodiment. This will not be repeated, and the connection relationship and function of the newly added subsystem will be described below.
  • the voice recognition subsystem communicates with the VR background server, and the voiceprint authentication subsystem communicates with the VR background server.
  • the voice recognition subsystem is set to determine the specific business that the user wants to inquire according to the voice information input by the user through the VR client. Specifically, after the user enters the virtual business hall system through the VR client, the user directly selects the voice input function, uses the voice input through the VR client to speak the selected business, and then the VR client will collect the voice information It is transmitted to the VR back-end server. After receiving the voice information, the VR back-end server forwards the voice information to the voice recognition subsystem. The voice recognition subsystem determines the specific business that the user wants to query and process based on the acquired voice information. The identified service identification is fed back to the VR backend server, and the VR backend server performs subsequent process processing according to the received service identification.
  • the voice recognition subsystem fails to recognize the specific service corresponding to the user's input voice, it will feed back the inquiry mark to the VR back-end server, and the VR back-end server will feedback the instruction information of the re-inquired VR resource to the VR client. , Through the VR client to conduct a second query to the user, and re-acquire the sentence input by the user to identify the business that the user wants to query and process.
  • the voiceprint authentication subsystem is set to be responsible for receiving the voiceprint authentication request from the VR back-end server, and perform identity verification based on the voice information; and return the identity verification result to the VR back-end server, and the VR back-end server obtains the user’s voice information through the VR client. And through interaction with the voiceprint authentication subsystem, the user's identity verification result is obtained, and after the identity verification is passed, the VR resource indication information corresponding to the service request is obtained according to the service request. Specifically, when the user’s identity needs to be verified during business processing, the user is prompted to say a paragraph, and the user’s voice information is recorded through the VR client and uploaded to the VR back-end server. The VR back-end server receives the collection from the VR client.
  • the voice information After the voice information is received, it sends a voiceprint authentication request to the voiceprint authentication subsystem, and transmits the obtained user voice information to the voiceprint authentication subsystem.
  • the voiceprint authentication subsystem parses the obtained voice according to the obtained voice.
  • the voiceprint information in the user's voice based on whether the pre-stored user voiceprint information matches the voiceprint information in the acquired voice, determines the user's identity verification result, and feeds the user's identity verification result back to the VR backend server.
  • the VR background server performs subsequent process operations according to the identity verification result.
  • the voice information input by the user is obtained through the VR client, and the voice information input by the user is transmitted to the VR back-end server.
  • the VR back-end server receives the user through the VR
  • the voice information is forwarded to the voice recognition subsystem connected to itself.
  • the voice recognition subsystem parses the voice input by the user according to the acquired voice information, and determines the corresponding requirements for the voice input by the user.
  • the specific service to be queried, and the service identifier corresponding to the voice input by the user is fed back to the VR background server, and the VR background server performs subsequent process operations according to the received service identifier.
  • the voice recognition subsystem fails to recognize the specific service contained in the user input voice, it will feed back the preset query identifier to the VR client, for example, return identifier Q.
  • the VR backend server After the VR backend server receives the query identifier, it will send the query identifier
  • the corresponding instruction information of the VR resource is sent to the VR client, and the VR client asks the user to play the VR resource of the second inquiry according to the received VR resource instruction information, prompts the user to re-enter the voice, and re-identifies the service query.
  • the VR back-end server After determining to obtain the user’s service request, determine the indication information of the VR resource corresponding to the user’s service request, and after obtaining the indication information of the VR resource corresponding to the service request according to the indication information of the VR resource, show the user the VR resource corresponding to the service request.
  • the VR back-end server sends instructions to the VR client for VR resources corresponding to voiceprint authentication, and the VR client displays the voiceprint authentication information to the user according to the received instructions.
  • the VR resource prompts the user to enter a paragraph, and then the VR client records the voice input by the user and feeds the voice back to the VR back-end server.
  • the VR back-end server After receiving the voice information collected by the VR client, the VR back-end server sends it to the voiceprint authentication subsystem Voiceprint authentication request, and transfer the obtained user’s voice information to the voiceprint authentication subsystem.
  • the voiceprint authentication subsystem parses the obtained voice to obtain the voiceprint information in the user’s voice. Whether the voiceprint information matches the voiceprint information in the acquired voice, the user's identity verification result is determined, and the user's identity verification result is fed back to the VR background server.
  • the VR backend server will feed back the identity authentication passed to the business hall backend server, and continue the subsequent process; if the identity authentication fails, the VR backend server will transmit the identification of the second inquiry to the VR client and prompt the user to re-enter A paragraph, and perform secondary voiceprint authentication. If the secondary authentication still fails, the VR back-end server will feed back the authentication failure identification to the back-end server of the business hall, and the back-end server of the business hall will perform the follow-up process according to the authentication result.
  • this embodiment provides a virtual business hall system.
  • the user uses the virtual business hall system for business processing, when determining the business to be processed by the user, the user directly enters the business to be inquired or processed by voice.
  • the identification subsystem determines the specific business identification, which improves the efficiency of determining the business to be processed, thereby improving the business processing efficiency and user experience; when performing identity verification, the voiceprint authentication subsystem performs identity verification, avoiding the need for users to manually Entering identity verification information reduces the time required for identity verification, thereby improving the efficiency of identity verification and the user experience.
  • the third embodiment of the present application relates to a service processing method, which is applied to a VR back-end server in a virtual business hall system.
  • the virtual business hall system also includes a VR client communicating with the VR back-end server; in this embodiment, the business The processing method includes: receiving the service request sent by the VR client; obtaining the indication information of the VR resource corresponding to the service request according to the service request; carrying the indication information in the response message of the service request and sending it to the VR client for the VR client
  • the terminal displays the VR resources obtained according to the response message.
  • the VR client can display the VR resource corresponding to the user's service request to the user, thereby using VR resources to implement service processing and improve the user experience.
  • FIG. 3 The specific flowchart of the service processing method in this embodiment is shown in Fig. 3, and specifically includes the following steps:
  • Step 301 Receive a service request.
  • the VR backend server receives the business request sent by the VR client.
  • Step 302 Feed back the VR resource indication information corresponding to the service request for the VR client to display the obtained VR resource.
  • the VR backend server After the VR backend server receives the service request sent by the VR client, it obtains the indication information of the VR resource corresponding to the service request according to the service request; carries the indication information in the response message of the service request and sends it to The VR client is for the VR client to display the VR resources obtained according to the response message.
  • the virtual business hall system further includes: a business hall back-end server communicating with the VR back-end server; when a response message containing VR resource indication information is fed back to the VR client, the VR back-end server sends a business request to the business hall back-end Server, the business hall back-end server determines the instruction information of the VR resource corresponding to the business request according to the business request sent by the VR back-end server, and feeds back the instruction information to the VR back-end server, and the VR back-end server will feedback the business hall back-end with the business request
  • the corresponding indication information of the VR resource is carried in the response message and sent to the VR client.
  • the virtual business hall system also includes: a business database set to store the correspondence between services and VR resources; after the VR back-end server sends a service request to the business hall back-end server, the business hall back-end server queries the business stored in the business database Correspondence with the VR resource, and determine the indication information of the VR resource corresponding to the service request according to the query result, and send the indication information of the VR resource to the VR background server.
  • the virtual business hall system also includes: a VR resource management server respectively connected to the back-end server of the business hall and the business database, and a VR resource providing server connected to the VR resource management server; when acquiring VR resources, if If the instruction information of the VR resource corresponding to the service request cannot be queried, the background server of the business hall does not query the instruction information of the VR resource corresponding to the service request according to the corresponding relationship, and then sends a VR resource generation request to the VR resource management server; VR The resource management server generates VR resources in real time according to the VR resource generation request, and according to the real-time generated VR resources, the VR resource providing server stores the VR resources generated in real time or in advance by the VR resource management server, and the VR resource management server updates the service database storage For the correspondence relationship between the service and the VR resource, the instruction message of the VR resource is sent to the VR backend server, and the VR client obtains the VR resource from the VR resource providing server according to the instruction information of the VR resource carried in the response message.
  • the VR resource management server in the virtual business hall system is also set to perform any of the following management operations on the VR resources stored by the VR resource provider server: delete operations on VR resources, modify operations on VR resources, and perform operations on VR resources. Operation of adding resources and querying of VR resources.
  • the virtual business hall system also includes: a voiceprint authentication subsystem communicating with the VR back-end server; when identity authentication is required during business processing, the voiceprint authentication subsystem performs identity verification based on the received voice information ;
  • the VR background server obtains the user's voice information through the VR client, and obtains the user's identity verification result through the interaction with the voiceprint authentication subsystem, and obtains the VR resources corresponding to the business request according to the business request after the identity verification is passed Instructions.
  • the virtual business hall system also includes: a contact center subsystem communicating with the VR back-end server: when the VR resource corresponding to the service request cannot be obtained, the VR back-end server sends a pairing request to the contact center subsystem, and the contact center
  • the subsystem receives the queuing request from the VR background server, and after obtaining the support of the business personnel, it transmits the video data of the business personnel to the VR client for the user to interact with the business personnel through the VR client.
  • the fourth embodiment of the present application relates to an electronic device, as shown in FIG. 4, including at least one processor; and, a memory communicatively connected with the at least one processor; wherein the memory stores instructions that can be executed by the at least one processor , The instructions are executed by at least one processor, so that the at least one processor can execute the foregoing service processing method.
  • the memory and the processor are connected in a bus mode, and the bus may include any number of interconnected buses and bridges, and the bus connects one or more processors and various circuits of the memory together.
  • the bus can also connect various other circuits such as peripheral devices, voltage regulators, power management circuits, etc., which are all well-known in the art, and therefore, no further description will be given herein.
  • the bus interface provides an interface between the bus and the transceiver.
  • the transceiver may be one element or multiple elements, such as multiple receivers and transmitters, providing a unit configured to communicate with various other devices on a transmission medium.
  • the data processed by the processor is transmitted on the wireless medium through the antenna.
  • the antenna also receives the data and transmits the data to the processor.
  • the processor is responsible for managing the bus and general processing, and can also provide various functions, including timing, peripheral interfaces, voltage regulation, power management, and other control functions.
  • the memory can be configured to store data used by the processor when performing operations.
  • the fifth embodiment of the present application relates to a computer-readable storage medium, which stores a computer program.
  • the computer program is executed by the processor, the above method embodiment is realized.
  • the program is stored in a storage medium and includes several instructions to enable a device ( It may be a single-chip microcomputer, a chip, etc.) or a processor (processor) to execute all or part of the steps of the methods in the embodiments of the present application.
  • the aforementioned storage media include: U disk, mobile hard disk, read-only memory (ROM, Read-Only Memory), random access memory (RAM, Random Access Memory), magnetic disks or optical disks and other media that can store program codes. .

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Abstract

本申请实施例涉及通信领域，公开了一种虚拟营业厅系统、业务处理方法、电子设备及存储介质。本申请中，虚拟营业厅系统，包括：虚拟现实VR客户端及与VR客户端通信连接的VR后台服务器；VR客户端，设置为向VR后台服务器发送业务请求，接收VR后台服务器反馈的业务请求的响应消息，并展示根据响应消息获取到的VR资源；VR后台服务器，设置为根据业务请求获取与业务请求相对应的VR资源的指示信息，并将指示信息携带在响应消息中发送给VR客户端。

Description

虚拟营业厅系统、业务处理方法、电子设备及存储介质
相关申请的交叉引用
本申请基于申请号为201911419005.7、申请日为2019年12月31日的中国专利申请提出，并要求该中国专利申请的优先权，该中国专利申请的全部内容在此以引入方式并入本申请。
技术领域
本申请实施例涉及通信领域，特别涉及一种虚拟营业厅系统、业务处理方法、电子设备及存储介质。
背景技术
随着5G技术的飞速发展，高带宽，低时延的网络成为现实，给VR(虚拟现实，Virtual Reality)产品的应用带了无限可能，VR终端逐渐进入了大众的日常生活，目前的平面展示将会逐渐被3D展现所取代。然而，目前的网上营业厅系统是基于平面的展现，通过在网页设置各个业务对应的标题或者标识，由用户根据自身需要办理的业务，在网页中进行业务标识的查找。
发明人发现相关技术中至少存在如下问题：营业厅业务展示时的视觉感受比较呆板，查找要处理的目标业务需要的时间较长。
发明内容
本申请的实施例提供了一种虚拟营业厅系统，包括：虚拟现实VR客户端及与VR客户端通信连接的VR后台服务器；VR客户端，设置为向VR后台服务器发送业务请求，接收VR后台服务器反馈的业务请求的响应消息，并展示根据响应消息获取到的VR资源；VR后台服务器，设置为根据业务请求获取与业务请求相对应的VR资源的指示信息，并将指示信息携带在响应消息中发送给VR客户端。
本申请的实施例还提供了一种业务处理方法，应用于虚拟营业厅系统中的VR后台服务器，虚拟营业厅系统还包括与VR后台服务器通信连接的VR客户端；方法包括：接收VR 客户端发送的业务请求；根据业务请求获取与业务请求相对应的VR资源的指示信息；将指示信息携带在业务请求的响应消息中，发送给VR客户端，供VR客户端展示根据响应消息获取到的VR资源。
本申请的实施例还提供了一种电子设备，包括：至少一个处理器；以及，与至少一个处理器通信连接的存储器；其中，存储器存储有可被至少一个处理器执行的指令，指令被至少一个处理器执行，以使至少一个处理器能够执行上述的业务处理方法。
本申请的实施例还提供了一种计算机可读存储介质，存储有计算机程序，计算机程序被处理器执行时实现上述的业务处理方法。
附图说明
一个或多个实施例通过与之对应的附图中的图片进行示例性说明，这些示例性说明并不构成对实施例的限定，附图中具有相同参考数字标号的元件表示为类似的元件，除非有特别申明，附图中的图不构成比例限制。
图1是根据本申请第一实施例的虚拟营业厅系统的结构示意图；
图2是根据本申请第二实施例的虚拟营业厅系统的结构示意图；
图3是根据本申请第三实施例的业务处理方法流程图；
图4是根据本申请第四实施例的电子设备结构示意图。
具体实施方式
为使本申请实施例的目的、技术方案和优点更加清楚，下面将结合附图对本申请的各实施例进行详细的阐述。然而，本领域的普通技术人员可以理解，在本申请各实施例中，为了使读者更好地理解本申请而提出了许多技术细节。但是，即使没有这些技术细节和基于以下各实施例的种种变化和修改，也可以实现本申请所要求保护的技术方案。以下各个实施例的划分是为了描述方便，不应对本申请的具体实现方式构成任何限定，各个实施例在不矛盾的前提下可以相互结合相互引用。
本申请的第一实施例涉及一种虚拟营业厅系统，本实施例中，虚拟营业厅系统包括：虚拟现实VR客户端及与VR客户端通信连接的VR后台服务器；VR客户端，设置为向VR后台服务器发送业务请求，接收VR后台服务器反馈的业务请求的响应消息，并展示根据响应消息获取到的VR资源；VR后台服务器，设置为根据业务请求获取与业务请求相对应的VR资源的指示信息，并将指示信息携带在响应消息中发送给VR客户端。通过根据用户的业务 请求为用户展示相应的VR资源，避免了通过虚拟营业厅进行业务处理时，由于采用平面展示导致的展示呆板问题；通过VR资源的立体展示，保证了单次可展示出尽可能多的业务信息，避免了平面展示时，单次展示的业务信息数量较少，导致确定目标业务需要较长的时长，进而提高了通过虚拟营业厅处理业务的效率。
下面对本实施例的虚拟营业厅系统的实现细节进行具体的说明，以下内容仅为方便理解提供的实现细节，并非实施本方案的必须。
本实施例的一种虚拟营业厅系统的结构示意图如图1所示，包括：VR客户端、VR后台服务器、营业厅后台服务器、业务数据库、VR资源管理服务器和VR资源提供服务器。其中，VR客户端与VR后台服务器通信连接，VR后台服务器与营业厅后台服务器、VR客户端及VR资源管理服务器通信连接、营业厅后台服务器与VR后台服务器、VR资源管理服务器及业务数据库通信连接、VR资源管理服务器与VR资源提供服务器、营业厅后台服务器及业务数据库通信连接。
在本实施例中，VR客户端设置为负责VR营业厅的接入、展示及与用户交互；此设备可采用通用VR头盔。具体地说，VR客户端设置为向用户展示网络营业厅的引导信息，根据用户选择的业务，向VR后台服务器发起业务请求，通过与VR后台服务器的交互，获取到与业务请求相对应的VR资源的指示信息，并向用户展示根据VR资源的指示信息获取到的VR资源。在实际应用中，可以根据实际情况和需要选择VR客户端具体采用的装置，本实施例对VR客户端的具体类型不做限制。
VR后台服务器，设置为负责接收VR客户端的交互请求，将接收到的业务请求发送给营业厅后台服务器，并将营业厅后台服务器反馈的与业务请求相对应的VR资源的指示信息，携带在响应消息中发送给客户端。具体地说，VR后台服务器接收VR客户端多种交互请求，例如，处理VR客户端的接入服务请求、业务选择请求、申请业务协助请求等。在接收到业务请求后，向营业厅后台服务器转发相应的业务请求，接收营业厅后台服务器的处理结果，例如，营业厅后台服务器处理的VR资源指示信息(名称、链接等信息)，将接收到的处理结果反馈给VR客户端，多次反复从而实现VR业务逻辑控制。
业务数据库，设置为存储业务请求流程标签与VR资源的对应关系，供营业厅后台服务器进行流程查询和VR资源指示信息的获取。
营业厅后台服务器，设置为负责根据VR后台服务器发送的业务请求，确定与业务请求相对应的VR资源的指示信息，并将指示信息反馈给VR后台服务器，还设置为在根据对应关系未查询到与业务请求相对应的VR资源的指示信息后，向VR资源管理服务器发送VR 资源生成请求，在实时生成VR资源后，重新获取VR资源的指示信息。具体地说，营业厅后台服务器负责与VR后台服务器进行业务逻辑交互，根据VR后台指示服务器的业务请求，从业务数据库中读取业务流程对应的VR资源的指示信息，将获取到的指示信息反馈给VR后台服务器。若营业厅后台服务器在业务数据库中无法读取到VR资源的指示信息，则判定未存储业务请求对应的VR资源，此时，营业厅后台服务器向VR资源管理服务器发送VR资源生成请求，申请由VR资源管理服务器动态生成业务请求对应的VR资源，在VR管理服务器生成VR资源后，获取实时生成的VR资源的指示信息，并将指示信息反馈给VR后台服务器。
VR资源管理服务器，设置为负责对根据VR资源生成请求，实时生成VR资源，并根据实时生成的VR资源，更新业务数据库存储的业务与VR资源的对应关系，还设置为对VR资源提供服务器存储的VR资源进行以下任意管理操作：对VR资源的删除操作、对VR资源的修改操作、对VR资源的增加操作、对VR资源的查询操作。具体地说，在营业厅后台服务器无法查询到业务请求对应的VR资源的知识信息时，VR资源服务器根据接收到的VR资源生成请求，读取资源生成请求对应的业务数据，并根据业务数据动态的生成资源生成请求对应的VR资源，将VR资源存储到VR资源提供服务器，并跟新业务与VR资源的对应关系。VR资源主要包括固定的VR播放视频文件，如宣传视频、按业务要求生成的可变VR播放视频文件、营业厅流程索引等，VR资源管理服务器负责将VR资源和营业厅业务流程进行关联，关联的方式可以通过标签或其他标识方式进行标记，然后将VR资源和业务流程的关联关系记录到业务数据库中，记录的方式可以通过新建文件或者编辑关联关系语句等方式。在业务要求或者VR资源发生变更的时候，对VR资源提供服务器中存储的VR资源进行更新，对VR资源与业务流程的对应关系进行更改，例如，新增了业务流程对应的VR资源，则将新增的VR资源存储到VR资源提供服务器中，并将VR资源与业务流程的对应关系存储到业务数据库中。
VR资源提供服务器，设置为存储VR资源管理服务器实时生成或预先生成的VR资源，供VR客户端根据携带在响应消息中的VR资源的指示信息，从VR资源提供服务器中获取VR资源。
下面，以一个具体实例对VR虚拟营业厅系统处理用户业务请求的过程进行具体说明。
首先，获取用户的业务请求。具体地说，在应用虚拟营业厅系统进行业务处理的时候，用户根据要处理的业务，在VR客户端展示的业务标识选择需要了解的业务的标识，并通过VR客户端向VR后台服务器发送业务请求。
例如，用户要通过虚拟营业厅系统进行业务处理，在用户带上VR头盔后(即VR客户端)，选择网上营业厅业务进入网络营业厅系统(3D效果营业厅)中，VR后台服务器检测到用户通过VR头盔进入虚拟营业厅后，从营业厅后台服务器中获取VR资源的指示信息，将虚拟营业厅初始界面的VR资源的指示信息传输到VR头盔，VR头盔根据获取到的响应消息中的VR资源的指示信息，从VR资源提供服务器中获取VR资源，通过360度的视角为用户展示虚拟营业厅初始界面中包含的各业务的业务标识及信息，供用户查询需要处理的业务；然后根据用户通过手持设备或者获取用户通过视觉交点控制选取的业务标识，确定出用户想要通过虚拟营业厅系统处理的具体业务，然后通过VR头盔将用户选取的指定业务的业务标识信息发送到VR后台服务器。
获取用户的业务请求后，确定用户业务请求所对应的VR资源的指示信息。具体地说，VR客户端在确定出用户选择的具体业务后，通过预先设置的通信协议根据用户选择的业务的标识，向VR后台服务器发送业务请求，VR后台服务器在接收到VR客户端的业务请求后，VR后台服务器将业务请求发送给营业厅后台服务器，并将营业厅后台服务器反馈的与业务请求相对应的VR资源的指示信息，携带在响应消息中发送给VR客户端；营业厅后台服务器根据VR后台服务器发送的业务请求，确定与业务请求相对应的VR资源的指示信息，并将指示信息反馈给所述VR后台服务器。
例如，VR后台服务器在接收到VR客户端发送的业务请求后，将接收到的业务请求中包含的业务标识发送给营业厅后台服务器，营业厅后台服务器访问与自身通信连接的业务数据库，业务数据库设置为存储业务与VR资源的对应关系。根据业务数据库中存储的业务标识与流程的对应关系，在业务数据库中查询接收到的业务标识所对应的下一流程，并查询下一流程的流程标签、下一流程所对应的VR流媒体资源在VR资源提供服务器中的资源定位符(URL)。若营业厅后台服务器在业务数据库中能够查询到VR资源的指示信息，则将业务请求对应的VR资源的指示信息反馈给VR后台服务器。
若营业厅后台服务器无法查询到VR资源的指示信息，则判定VR资源提供服务器中未存储与当前业务请求相关的VR资源，此时，营业厅后台服务器向VR资源管理服务器发送VR资源生成请求；VR资源管理服务器根据VR资源生成请求，实时生成VR资源，并根据实时生成的VR资源，更新业务数据库存储的业务与VR资源的对应关系；然后将生成的VR资源传输到VR资源提供服务器，由VR资源提供服务器进行存储。然后根据实时生成的VR资源在VR资源提供服务器中的存储路径，确定业务请求对应的VR资源的指示信息，并将指示信息反馈给VR后台服务器。
另外，VR资源管理服务器不仅设置为在无法查询到VR资源的指示信息时，进行VR资源的实时生成，还设置为对VR资源提供服务器存储的VR资源进行管理操作。例如，在生成实时VR资源后，将生成的实时VR资源存储到VR资源提供服务器中、业务要求发生变更时，对VR资源提供服务器中存储的VR资源进行相应的更新、虚拟营业厅系统不再支持某项业务后，将VR资源服务器中存储的与该业务相关的VR资源删除等。
获取业务请求对应的VR资源的指示信息后，为用户展示业务请求对应的VR资源。具体地说，VR客户端在获取到业务请求的响应消息后，根据携带在响应消息中的VR资源的指示信息，向VR资源提供服务器发起请求，从VR资源提供服务器中获取VR资源，并向用户展示根据响应消息获取到的VR资源。
值得一提的是，本实施例中的虚拟营业厅系统还可以包括一个与VR后台服务器通信连接的联络中心子系统。
联络中心子系统，设置为接收VR后台服务器的排队请求，向VR客户端传输业务人员的视频数据，供用户通过VR客户端与所述业务人员进行交互。具体地说，在用户通过营业厅系统进行业务处理时，若出现营业厅后台服务器无法查询到与用户选取的业务相关联的流程标签或无法查询到与流程标签对应的VR资源的指示信息等情况时，判定营业厅系统中的VR资源无法解决用户的业务处理请求，此时，营业厅后台服务器向VR后台服务器返回预先设置的排队请求标识，例如，返回码999。VR服务器在接收到营业厅后台服务器返回的排队请求标识后，向联络中心子系统发起排队请求，请求业务人员的支持。在获取业务人员的回复后，联络中心子系统将业务人员的视频数据传输到VR客户端，供用户通过VR客户端与业务人员进行交互，业务人员根据用户的业务请求，进行业务的办理。另外，联络中心子系统还可以根据用户的选择随时发起排队请求，向业务人员发起求助，以更快的实现用户业务的处理。
由此，本实施例提供了一种虚拟营业厅系统，通过向VR客户端反馈业务请求对应的VR资源的指示信息，并根据指示信息为用户展示获取到的VR资源，从而利用VR技术实现了用户的业务处理；利用VR资源为用户展示尽可能多的业务标识供用户进行业务查询，避免了用户在目标业务查询的过程中需要在网页中进行多次查询，提高了业务查询的效率和用户的使用体验；根据资源生成请求，实时生成并向用户反馈生成的VR资源，保证了虚拟营业厅的业务处理能力和业务处理的准确性；无法直接通过虚拟营业厅进行业务处理的时候，为用户提供业务人员的视频数据，进一步保证了虚拟营业厅系统的业务处理能力和效率。
本申请的第二实施例涉及一种虚拟营业厅系统。第二实施例与第一实施例大致相同，在 本实施例中，虚拟营业厅系统还包括语音识别子系统及声纹认证子系统，在用户进行业务查询时，直接进行语音输入，通过语音识别子系统确定用户查询的业务，提高业务查询效率；在进行用户身份验证时，获取一段用户输入的音频，由声纹认证子系统对用户身份进行识别，并反馈结果，避免需要用户手动输入身份验证信息，提高身份验证的效率。
本实施例中的一种虚拟营业厅系统的结构示意图如图2所示，包括：VR客户端、VR后台服务器、营业厅后台服务器、VR资源管理服务器、VR资源提供服务器、业务数据库、联络中心子系统、语音识别子系统及声纹认证子系统。
本实施例中VR客户端、VR后台服务器、营业厅后台服务器、VR资源管理服务器、VR资源提供服务器、业务数据库及联络中心子系统的连接关系及功能与第一实施例中各模块相似，在此就不再赘述，下面对新增的子系统的连接关系与功能进行说明。
语音识别子系统与VR后台服务器通信连接，声纹认证子系统与VR后台服务器通信连接。
语音识别子系统，设置为根据用户通过VR客户端输入的语音信息，确定用户要查询的具体业务。具体地说，在用户通过VR客户端进入虚拟营业厅系统后，用户直接选择语音输入功能，通过VR客户端利用语音输入的方式说出要选择的业务，然后VR客户端将收集到的语音信息传输给VR后台服务器，VR后台服务器在接收到语音信息后，将语音信息转发给语音识别子系统，语音识别子系统根据获取到的语音信息，确定出用户想要查询和处理的具体业务，将识别到的业务标识反馈给VR后台服务器，VR后台服务器根据接收到的业务标识进行后续的流程处理。
值得一提的是，若语音识别子系统无法识别到用户输入语音对应的具体业务，则反馈问询标记到VR后台服务器，VR后台服务器将重新问询的VR资源的指示信息反馈给VR客户端，通过VR客户端对用户进行二次问询，重新获取用户输入的语句进行用户要查询和处理的业务的识别。
声纹认证子系统，设置为负责接收VR后台服务器的声纹认证请求，根据语音信息进行身份验证；并将身份验证结果返回给VR后台服务器，VR后台服务器通过VR客户端获取用户的语音信息，并通过与声纹认证子系统的交互，获取所述用户的身份验证结果，并在身份验证通过后根据业务请求获取与业务请求相对应的VR资源的指示信息。具体地说，在业务处理过程中需要对用户的身份进行验证时，提示用户说一段话，通过VR客户端记录用户的语音信息并上传到VR后台服务器，VR后台服务器在接收到VR客户端收集到的语音信息后，向声纹认证子系统发送声纹认证请求，并将获取到的用户语音信息传输给声纹认证子系统， 由声纹认证子系统根据对获取到的语音进行解析，获取用户语音中的声纹信息，根据预先存储的用户声纹信息与获取到的语音中的声纹信息是否吻合，进行用户身份验证结果的判定，并将用户的身份验证结果反馈给VR后台服务器，VR后台服务器根据身份验证结果进行后续的流程操作。
下面以一个具体实例对VR虚拟营业厅系统处理用户业务请求的过程进行具体说明；
首先，获取用户输入的业务请求。具体地说，在用户通过VR客户端进入虚拟营业厅系统后，通过VR客户端获取用户输入的语音信息，并将用户输入的语音信息传输到VR后台服务器，VR后台服务器在接收到用户通过VR客户端输入的语音信息后，将语音信息转发到与自身通信连接的语音识别子系统中，语音识别子系统根据获取到的语音信息，对用户输入的语音进行解析，确定用户输入语音所对应要查询的具体业务，并将用户输入语音对应的业务的标识反馈给VR后台服务器，VR后台服务器根据接收到的业务标识，进行后续的流程操作。
若语音识别子系统无法识别出用户输入语音中包含的具体业务，则向VR客户端反馈预先设置的问询标识，例如，返回标识Q，VR后台服务器接收到问询标识后，将问询标识对应的VR资源的指示信息发送给VR客户端，VR客户端根据接收到的VR资源指示信息，问用户播放二次问询的VR资源，提示用户重新输入语音，并重新进行业务查询的识别。
确定获取用户的业务请求后，确定用户业务请求所对应的VR资源的指示信息，根据VR资源的指示信息获取业务请求对应的VR资源的指示信息后，为用户展示业务请求对应的VR资源，进行业务办理，业务办理过程中，需要进行身份验证时，VR后台服务器向VR客户端发送声纹认证对应的VR资源的指示信息，VR客户端根据接收到的指示信息，为用户展示声纹认证的VR资源，提示用户输入一段话，然后VR客户端记录用户输入的语音，将语音反馈给VR后台服务器，VR后台服务器在接收到VR客户端收集到的语音信息后，向声纹认证子系统发送声纹认证请求，并将获取到的用户语音信息传输给声纹认证子系统，由声纹认证子系统根据对获取到的语音进行解析，获取用户语音中的声纹信息，根据预先存储的用户声纹信息与获取到的语音中的声纹信息是否吻合，进行用户身份验证结果的判定，并将用户的身份验证结果反馈给VR后台服务器。若身份认证通过，则VR后台服务器向营业厅后台服务器反馈身份认证通过的标识，继续后续流程；若身份认证失败，则VR后台服务器向VR客户端传输二次问询的标识，提示用户重新输入一段话，并进行二次声纹认证，若二次认证依旧失败，则VR后台服务器反馈认证失败的标识到营业厅后台服务器，营业厅后台服务器根据认证结果进行后续流程。
由此，本实施例提供了一种虚拟营业厅系统，在用户使用虚拟营业厅系统进行业务处理的时候，确定用户要处理的业务时，用户直接通过语音输入要查询或处理的业务，由语音识别子系统确定出具体的业务标识，提高了确定待处理业务的效率，进而提高业务处理效率和用户的使用体验；进行身份验证时，通过声纹认证子系统进行身份验证，避免了需要用户手动输入身份验证信息，降低了身份验证需要的时长，进而提高了身份验证效率和用户的使用体验。
本申请的第三实施例涉及一种业务处理方法，应用于虚拟营业厅系统中的VR后台服务器，虚拟营业厅系统还包括与VR后台服务器通信连接的VR客户端；在本实施例中，业务处理方法包括：接收VR客户端发送的业务请求；根据业务请求获取与业务请求相对应的VR资源的指示信息；将指示信息携带在业务请求的响应消息中，发送给VR客户端，供VR客户端展示根据响应消息获取到的VR资源。通过为VR客户端提供业务请求对应的VR资源的指示信息，使得VR客户端能够为用户展示用户业务请求对应的VR资源，从而利用VR资源实现业务处理，提高用户的使用体验。
本实施例中的业务处理方法的具体流程图如图3所示，具体包括以下步骤：
步骤301，接收业务请求。
具体地说，用户使用虚拟营业厅系统进行业务处理时，用户通过VR客户端输入的业务请求，VR后台服务器接收VR客户端发送的业务请求。
步骤302，反馈业务请求对应的VR资源指示信息，供VR客户端展示获取到的VR资源。
具体地说，在VR后台服务器接收到的VR客户端发送的业务请求后，根据业务请求获取与业务请求相对应的VR资源的指示信息；将指示信息携带在业务请求的响应消息中，发送给VR客户端，供VR客户端展示根据响应消息获取到的VR资源。
在一个例子中，虚拟营业厅系统还包括：与VR后台服务器通信连接的营业厅后台服务器；向VR客户端反馈包含VR资源指示信息的响应消息时，VR后台服务器将业务请求发送给营业厅后台服务器，营业厅后台服务器根据VR后台服务器发送的业务请求，确定与业务请求相对应的VR资源的指示信息，并将指示信息反馈给VR后台服务器，VR后台服务器将营业厅后台反馈的与业务请求相对应的VR资源的指示信息，携带在响应消息中发送给VR客户端。
在一个例子中，虚拟营业厅系统还包括：设置为存储业务与VR资源的对应关系的业务数据库；VR后台服务器将业务请求发送到营业厅后台服务器后，营业厅后台服务器查询业务数据库存储的业务与VR资源的对应关系，并根据查询结果确定与业务请求相对应的VR资 源的指示信息，将VR资源的指示信息发送给VR后台服务器。
在一个例子中，虚拟营业厅系统还包括：分别与营业厅后台服务器和业务数据库通信连接的VR资源管理服务器，以及与VR资源管理服务器通信连接的VR资源提供服务器；进行VR资源获取时，若无法查询到业务请求对应的VR资源的指示信息，则营业厅后台服务器在根据对应关系未查询到与业务请求相对应的VR资源的指示信息后，向VR资源管理服务器发送VR资源生成请求；VR资源管理服务器根据VR资源生成请求，实时生成VR资源，并根据实时生成的VR资源，由VR资源提供服务器存储VR资源管理服务器实时生成或预先生成的VR资源，VR资源管理服务器更新业务数据库存储的业务与VR资源的对应关系，将VR资源的指示消息发送给VR后台服务器，VR客户端根据携带在响应消息中的VR资源的指示信息，从VR资源提供服务器中获取VR资源。
在一个例子中，虚拟营业厅系统中的VR资源管理服务器，还设置为对VR资源提供服务器存储的VR资源进行以下任意管理操作：对VR资源的删除操作、对VR资源的修改操作、对VR资源的增加操作、对VR资源的查询操作。
在一个例子中，虚拟营业厅系统还包括：与VR后台服务器通信连接的声纹认证子系统；在业务处理过程中需要进行身份认证时，声纹认证子系统根据接收到的语音信息进行身份验证；VR后台服务器通过VR客户端获取用户的语音信息，并通过与声纹认证子系统的交互，获取用户的身份验证结果，并在身份验证通过后根据业务请求获取与业务请求相对应的VR资源的指示信息。
在一个例子中，虚拟营业厅系统还包括：与VR后台服务器通信连接的联络中心子系统：在无法获取到业务请求对应的VR资源时，VR后台服务器向联络中心子系统发送配对请求，联络中心子系统接收VR后台服务器的排队请求，获得业务人员的支持后，向VR客户端传输业务人员的视频数据，供用户通过VR客户端与业务人员进行交互。
此外，本领域技术人员可以理解，上面方法的步骤划分，只是为了描述清楚，实现时可以合并为一个步骤或者对某些步骤进行拆分，分解为多个步骤，只要包括相同的逻辑关系，都在本专利的保护范围内；对算法中或者流程中添加无关紧要的修改或者引入无关紧要的设计，但不改变其算法和流程的核心设计都在该专利的保护范围内。
本申请第四实施例涉及一种电子设备，如图4所示，包括至少一个处理器；以及，与至少一个处理器通信连接的存储器；其中，存储器存储有可被至少一个处理器执行的指令，指令被至少一个处理器执行，以使至少一个处理器能够执行上述的业务处理方法。
其中，存储器和处理器采用总线方式连接，总线可以包括任意数量的互联的总线和桥， 总线将一个或多个处理器和存储器的各种电路连接在一起。总线还可以将诸如外围设备、稳压器和功率管理电路等之类的各种其他电路连接在一起，这些都是本领域所公知的，因此，本文不再对其进行进一步描述。总线接口在总线和收发机之间提供接口。收发机可以是一个元件，也可以是多个元件，比如多个接收器和发送器，提供设置为在传输介质上与各种其他装置通信的单元。经处理器处理的数据通过天线在无线介质上进行传输，在本实施例中，天线还接收数据并将数据传送给处理器。
处理器负责管理总线和通常的处理，还可以提供各种功能，包括定时，外围接口，电压调节、电源管理以及其他控制功能。而存储器可以被设置为存储处理器在执行操作时所使用的数据。
本申请第五实施例涉及一种计算机可读存储介质，存储有计算机程序。计算机程序被处理器执行时实现上述方法实施例。
即，本领域技术人员可以理解，实现上述实施例方法中的全部或部分步骤是可以通过程序来指令相关的硬件来完成，该程序存储在一个存储介质中，包括若干指令用以使得一个设备(可以是单片机，芯片等)或处理器(processor)执行本申请各个实施例方法的全部或部分步骤。而前述的存储介质包括：U盘、移动硬盘、只读存储器(ROM，Read-Only Memory)、随机存取存储器(RAM，Random Access Memory)、磁碟或者光盘等各种可以存储程序代码的介质。
本领域的普通技术人员可以理解，上述各实施例是实现本申请的具体实施例，而在实际应用中，可以在形式上和细节上对其作各种改变，而不偏离本申请的精神和范围。

Claims (10)

  1. 一种虚拟营业厅系统，包括：虚拟现实VR客户端及与所述VR客户端通信连接的VR后台服务器；
    所述VR客户端，设置为向所述VR后台服务器发送业务请求，接收所述VR后台服务器反馈的所述业务请求的响应消息，并展示根据所述响应消息获取到的所述VR资源；
    所述VR后台服务器，设置为根据所述业务请求获取与所述业务请求相对应的VR资源的指示信息，并将所述指示信息携带在所述响应消息中发送给所述VR客户端。
  2. 根据权利要求1所述的虚拟营业厅系统，其中，还包括：与所述VR后台服务器通信连接的营业厅后台服务器；
    所述VR后台服务器，设置为将所述业务请求发送给所述营业厅后台服务器，并将所述营业厅后台服务器反馈的与所述业务请求相对应的VR资源的指示信息，携带在所述响应消息中发送给所述VR客户端；
    所述营业厅后台服务器，设置为根据所述VR后台服务器发送的业务请求，确定与所述业务请求相对应的VR资源的指示信息，并将所述指示信息反馈给所述VR后台服务器。
  3. 根据权利要求2所述的虚拟营业厅系统，其中，还包括：设置为存储业务与VR资源的对应关系的业务数据库；
    所述营业厅后台服务器，设置为查询所述业务数据库存储的所述业务与VR资源的对应关系，并根据查询结果确定与所述业务请求相对应的VR资源的指示信息。
  4. 根据权利要求3所述的虚拟营业厅系统，其中，还包括：分别与所述营业厅后台服务器和所述业务数据库通信连接的VR资源管理服务器，以及与所述VR资源管理服务器通信连接的VR资源提供服务器；
    所述营业厅后台服务器，还设置为在根据所述对应关系未查询到与所述业务请求相对应的VR资源的指示信息后，向所述VR资源管理服务器发送VR资源生成请求；
    所述VR资源管理服务器，设置为根据所述VR资源生成请求，实时生成VR资源，并根据所述实时生成的VR资源，更新所述业务数据库存储的所述业务与VR资源的对应关系；
    所述VR资源提供服务器设置为存储所述VR资源管理服务器实时生成或预先生成的VR资源；
    所述VR客户端设置为根据携带在所述响应消息中的VR资源的指示信息，从所述VR资源提供服务器中获取VR资源。
  5. 根据权利要求4所述的虚拟营业厅系统，其中，
    所述VR资源管理服务器，还设置为对所述VR资源提供服务器存储的VR资源进行以下任意管理操作：
    对VR资源的删除操作、对VR资源的修改操作、对VR资源的增加操作、对VR资源的查询操作。
  6. 根据权利要求1至5中任一项所述的虚拟营业厅系统，其中，还包括：与所述VR后台服务器通信连接的声纹认证子系统；
    所述声纹认证子系统设置为根据语音信息进行身份验证；
    所述VR后台服务器还设置为通过所述VR客户端获取用户的语音信息，并通过与所述声纹认证子系统的交互，获取所述用户的身份验证结果，并在身份验证通过后根据所述业务请求获取与所述业务请求相对应的VR资源的指示信息。
  7. 根据权利要求1至5中任一项所述的虚拟营业厅系统，其中，还包括：与所述VR后台服务器通信连接的联络中心子系统：
    所述联络中心子系统，设置为接收所述VR后台服务器的排队请求，向所述VR客户端传输业务人员的视频数据，供用户通过所述VR客户端与所述业务人员进行交互。
  8. 一种业务处理方法，应用于虚拟营业厅系统中的VR后台服务器，所述虚拟营业厅系统还包括与所述VR后台服务器通信连接的VR客户端；所述方法包括：
    接收所述VR客户端发送的业务请求；
    根据所述业务请求获取与所述业务请求相对应的VR资源的指示信息；
    将所述指示信息携带在所述业务请求的响应消息中，发送给所述VR客户端，供所述VR客户端展示根据所述响应消息获取到的VR资源。
  9. 一种电子设备，包括：
    至少一个处理器；以及，
    与所述至少一个处理器通信连接的存储器；其中，
    所述存储器存储有可被所述至少一个处理器执行的指令，所述指令被所述至少一个处理器执行，以使所述至少一个处理器能够执行如权利要求8所述的业务处理方法。
  10. 一种计算机可读存储介质，存储有计算机程序，所述计算机程序被处理器执行时实现权利要求8所述的业务处理方法。
PCT/CN2020/137704 2019-12-31 2020-12-18 虚拟营业厅系统、业务处理方法、电子设备及存储介质 WO2021135989A1 (zh)

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