WO2023045243A1 - 信息处理方法及装置 - Google Patents

信息处理方法及装置 Download PDF

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Publication number
WO2023045243A1
WO2023045243A1 PCT/CN2022/077778 CN2022077778W WO2023045243A1 WO 2023045243 A1 WO2023045243 A1 WO 2023045243A1 CN 2022077778 W CN2022077778 W CN 2022077778W WO 2023045243 A1 WO2023045243 A1 WO 2023045243A1
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WO
WIPO (PCT)
Prior art keywords
customer service
live broadcast
broadcast interface
control
question
Prior art date
Application number
PCT/CN2022/077778
Other languages
English (en)
French (fr)
Inventor
谢旻杰
张玉娜
李静
郭宏磊
虞启骋
娄艺凡
Original Assignee
北京达佳互联信息技术有限公司
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Application filed by 北京达佳互联信息技术有限公司 filed Critical 北京达佳互联信息技术有限公司
Publication of WO2023045243A1 publication Critical patent/WO2023045243A1/zh

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/47—End-user applications
    • H04N21/478—Supplemental services, e.g. displaying phone caller identification, shopping application
    • H04N21/4788—Supplemental services, e.g. displaying phone caller identification, shopping application communicating with other users, e.g. chatting
    • 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]
    • G06F3/0484—Interaction techniques based on graphical user interfaces [GUI] for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/47—End-user applications
    • H04N21/472—End-user interface for requesting content, additional data or services; End-user interface for interacting with content, e.g. for content reservation or setting reminders, for requesting event notification, for manipulating displayed content
    • H04N21/47214—End-user interface for requesting content, additional data or services; End-user interface for interacting with content, e.g. for content reservation or setting reminders, for requesting event notification, for manipulating displayed content for content reservation or setting reminders; for requesting event notification, e.g. of sport results or stock market
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/47—End-user applications
    • H04N21/475—End-user interface for inputting end-user data, e.g. personal identification number [PIN], preference data
    • H04N21/4758—End-user interface for inputting end-user data, e.g. personal identification number [PIN], preference data for providing answers, e.g. voting

Definitions

  • the present disclosure relates to the field of computers, and in particular to an information processing method, device, electronic equipment, and computer-readable storage medium.
  • the disclosure provides an information processing method, device, electronic equipment, and computer-readable storage medium.
  • an information processing method including: displaying a live broadcast interface, wherein the live broadcast interface includes a customer service control, and the customer service control is used to request to establish a connection with the customer service; responding to the The operation of the customer service control is to receive the question input to the customer service in the input box of the live broadcast interface; to display the interactive card for question consultation at the preset position of the live broadcast interface.
  • the information processing method further includes: collapsing the input box displayed on the live broadcast interface.
  • the information processing method further includes: displaying a prompt bubble on the live broadcast interface, wherein the prompt bubble is used to prompt a status of connecting to customer service.
  • the information processing method further includes: retracting the prompt bubble in response to displaying the prompt bubble on the live broadcast interface for a predetermined period of time.
  • the displaying an interactive card for question consultation at a preset position on the live broadcast interface includes: displaying a confirmation control and/or a continuation inquiry control on the interactive card, wherein the confirmation control Used to confirm receipt of the answer to the question, the continuation of inquiry control is used to trigger the continuation of inputting questions to the customer service.
  • the information processing method further includes: receiving an operation on the browsing control on the interactive card; in response to the operation on the browsing control, displaying the history with the customer service on the interactive card Conversation log.
  • an information processing device including: a first display module, configured to display a live broadcast interface, wherein the live broadcast interface includes a customer service control, and the customer service control is used to request and communicate with customer service Establish a connection; the first receiving module is used to respond to the operation of the customer service control, and receives the question input to the customer service in the input box of the live interface; the second display module is used to display in the input box of the live interface Preset positions display interactive cards for inquiries.
  • the first collapsing module is configured to collapsing the input box displayed on the live broadcast interface.
  • the third display module is configured to display a prompt bubble on the live broadcast interface, wherein the prompt bubble is used to prompt a status of connecting to customer service.
  • the second retracting module is configured to retract the prompt bubble in response to the display of the prompt bubble on the live broadcast interface for a predetermined period of time.
  • the second display module includes: a first display unit, configured to display a confirmation control and/or a continuation query control on the interactive card, wherein the confirmation control is used to confirm receipt of the For the answer to the question, the continuation of inquiry control is used to trigger the continuation of inputting questions to the customer service.
  • the second receiving module is configured to receive operations on the browsing controls on the interactive card; the fourth display module is configured to respond to operations on the browsing controls on the interactive card Displays the history of conversations with the customer service in question.
  • an electronic device including: a processor; a memory for storing instructions executable by the processor; wherein the processor is configured to execute the instructions to implement The information processing method described in any one.
  • a non-volatile computer-readable storage medium When the instructions in the computer-readable storage medium are executed by the processor of the electronic device, the electronic device can execute any The information processing method described in the item.
  • a computer program product including a computer program, and when the computer program is executed by a processor, the information processing method described in any one is implemented.
  • an interactive card for question consultation is displayed at the preset position of the live broadcast interface.
  • the interactive card occupies a small area on the live broadcast interface; on the other hand, it can be automatically stored without interaction, so as not to interfere with the user's viewing of the live broadcast as much as possible. It avoids the situation that the user cannot watch the live broadcast while communicating with the customer service during the live broadcast.
  • Fig. 1 is a flowchart showing an information processing method according to an exemplary embodiment.
  • Fig. 2 is a schematic diagram of an input problem in a method for processing information in a live broadcast room according to an embodiment of the present disclosure.
  • Fig. 3 is a schematic diagram of feedback received by customer service in the live room information processing method provided according to an embodiment of the present disclosure.
  • Fig. 4 is a schematic diagram of the customer service X seconds no feedback collection interface in the live room information processing method provided according to the embodiment of the present disclosure.
  • Fig. 5 is a schematic diagram of a customer service feedback expansion interface in a live room information processing method provided according to an embodiment of the present disclosure.
  • Fig. 6 is a device block diagram of an information processing device according to an exemplary embodiment.
  • Fig. 7 is a device block diagram of a terminal according to an exemplary embodiment.
  • Fig. 8 is a structural block diagram of a server according to an exemplary embodiment.
  • Fig. 1 is a flowchart of an information processing method according to an exemplary embodiment. As shown in Fig. 1, the method is used in the above-mentioned computer terminal, and includes the following steps S11 to S13.
  • step S11 a live broadcast interface is displayed, wherein the live broadcast interface includes a customer service control, and the customer service control is used to request to establish a connection with the customer service;
  • step S12 in response to the operation of the customer service control, a question input to the customer service is received in the input box of the live broadcast interface;
  • step S13 an interactive card for question consultation is displayed at a preset position on the live broadcast interface.
  • an interactive card for question consultation is displayed at the preset position of the live broadcast interface.
  • Interactive cards are used to interact with customer service.
  • interactive cards occupy a small area on the live broadcast interface; Interference prevents users from being unable to watch the live broadcast while communicating with customer service during the live broadcast.
  • a live broadcast interface is displayed, wherein the live broadcast interface includes a customer service control, and the customer service control is used to request to establish a connection with the customer service.
  • the customer service control can be a virtual control on the live broadcast interface, or a prompt icon on the live broadcast interface.
  • the implementation of the virtual control will be more direct and flexible.
  • a virtual customer service avatar that is, the above-mentioned Refers to the virtual control
  • press the virtual dialog box you can display the dialog box with customer service.
  • a prompt icon is displayed on the live broadcast interface, and the prompt icon may be used to trigger a certain function.
  • customer service controls can be located in different live broadcast interfaces, for example, virtual controls can be placed anywhere on the live broadcast interface, or virtual controls can be placed in functional application interfaces in the live broadcast interface, for example, virtual controls can be displayed on the shopping interface .
  • the customer service control is used to request to establish a connection with the customer service, so that the user can communicate with the customer service.
  • a question input to the customer service is received in the input box of the live broadcast interface.
  • the operation on the customer service control can be a click operation on the customer service control, for example, the user clicks, double-clicks, or long presses the virtual control on the live broadcast interface through the mouse; the user clicks the virtual control on the live broadcast interface by touching Touch, long-press touch, double-click touch, slide up, slide down, etc.; it can also be other operations on customer service controls, such as starting the input box of customer service through voice to receive input questions from customer service, and starting customer service input by shaking the terminal box to receive questions entered into the customer service.
  • the questions input to the customer service may include questions related to the current live broadcast interface.
  • the questions raised by the user are generally related to the product.
  • the system can first call the related live broadcast type and receive If there is no corresponding smart reply to the query, it will be transferred to the manual customer service.
  • the input box of the live broadcast interface receives the questions input to the customer service, so that the customer service can receive the user's questions based on the user's operation on the customer service control, and can respond to the user's questions in a timely manner, satisfying user needs.
  • the preset position may be multiple positions on the live interface, as long as the display of the interactive card does not affect the interactive card on the live interface.
  • the display of the live broadcast screen does not affect the audience watching the live broadcast.
  • the preset position may be the lower left corner of the live broadcast interface, the lower right corner of the live broadcast interface, the upper left corner of the live broadcast interface, the upper right corner of the live broadcast interface, etc.
  • the interactive card can also have various shapes, for example, it can be strip-shaped, square, or personalized circular.
  • the information processing method further includes: collapsing the input box displayed on the live broadcast interface. After entering the question, close the input box and set the scheduled time. If the customer service has not responded to the question after the scheduled time, the input box displayed on the live broadcast interface will be closed. Compared with the prior art that stays on the input interface and waits for the customer service reply, by closing the input box displayed on the live broadcast interface, it is possible to avoid interference to the live broadcast screen as much as possible, and at the same time, it does not affect the user to watch the live broadcast.
  • the information processing method further includes: displaying a prompt bubble on the live broadcast interface, wherein the prompt bubble is used to prompt a status of connecting to customer service.
  • the state of connecting to the customer service may include: the customer service has received the question.
  • the connection status is displayed in the form of prompt bubbles, that is, the user can be reminded in time that the customer service has received the question and is in the process of answering the question, so as to realize the effective perception of the progress of the customer service reply.
  • the information processing method may further include: retracting the prompt bubble in response to the prompt bubble being displayed on the live broadcast interface for a predetermined period of time. After the prompt bubble is displayed for a period of time, close the prompt bubble to minimize the impact of the prompt bubble on the live interface and avoid interference with the live interface.
  • the prompt bubble can be user-defined and set to the user's preferred bubble type, or it can be the system default; the appearance and disappearance of the prompt bubble can also be flexibly set, for example, gradual and gradual, jumping in and out, etc., enhanced Interesting, enhance the user's sense of experience.
  • an interactive card for question consultation is displayed at a preset position on the live broadcast interface. Answer questions through interactive cards.
  • interactive cards can be displayed in some areas of the live broadcast interface, and can be displayed in different areas and different sizes based on selections according to the length and history of communication issues with customer service.
  • the interactive card can be displayed in an unimportant interface area to avoid blocking the important live broadcast interface, and the interactive card can be set to a certain degree of transparency, so that the content of the live broadcast interface can also be observed through the interactive card.
  • displaying an interactive card for question consultation at a preset position on the live broadcast interface includes: displaying a confirmation control and/or a continuation inquiry control on the interactive card, wherein the confirmation control is used to confirm receipt of the question consultation Answer, continue to ask control is used to trigger to continue to input questions to customer service.
  • the interactive card can be collapsed.
  • controls displayed on the interactive card can be used to choose to end the conversation after solving the problem, and can be used to choose to continue the conversation when the problem has not been solved or there are other questions that need to be asked. Therefore, it can be selected according to the actual situation of the user's question, so as to fundamentally solve the user's problem.
  • the information processing method further includes: receiving an operation on the browsing control on the interactive card; in response to the operation on the browsing control, displaying the historical dialogue records with the customer service on the interactive card.
  • a browsing control displayed on the interactive card which can be used to display historical dialogue records correspondingly. Based on the historical dialogue records between users and customer service, the bias of questions raised by users can be analyzed, and the needs of users can be understood more clearly.
  • the question can be considered more comprehensively, and the questions asked by the user can be answered more accurately, which is convenient for the user to know, and also convenient for the user to use the historical dialogue when they forget the communication content with the customer service
  • the record recalls relevant content again, avoiding re-inquiry of customer service, affecting user experience, and increasing the workload of customer service.
  • the user has two ways to establish a connection with the customer service. The first is to select the customer service icon in the input box, and then enter a question to ask the customer service. The second is to click the small yellow car button, enter the half-screen and click the customer service icon, enter the customer service page, and start asking customer service related questions. Users need to click the customer service icon to enter the customer service page (half-screen page) and start communicating with customer service.
  • the input box disappears, and the user cannot get feedback on whether the customer service has been successfully contacted.
  • the user interface whether it is half-screen or directed to the customer service page, it will interfere with the user's viewing of the current live broadcast, or even prevent the user from watching the live broadcast, which will affect the sales conversion of the live broadcast room.
  • a method for interacting with customer service card reply reminders in a live broadcast room is provided.
  • card reminder reply interaction users can effectively perceive the progress of customer service reply without affecting the viewing experience in the current live broadcast room.
  • FIG. 2 is a schematic diagram of inputting questions in the live room information processing method provided according to an embodiment of the present disclosure. As shown in FIG. 2, after the user selects "Customer Service", the user enters the question to be asked;
  • FIG. 3 is a schematic diagram of feedback received by the customer service in the live room information processing method provided according to the embodiment of the present disclosure. As shown in FIG. If the smart customer service is hit, it will be transferred to the human customer service, and a feedback bubble will pop up;
  • FIG. 4 is a schematic diagram of the customer service X seconds non-feedback collection interface in the live room information processing method provided according to the embodiment of the present disclosure. As shown in FIG. rise;
  • FIG. 5 is a schematic diagram of the customer service feedback expansion interface in the live room information processing method provided according to the embodiment of the present disclosure. As shown in FIG. 5 , when the customer service has feedback, the customer service card pops up.
  • the method according to the above embodiments can be implemented by means of software plus a necessary general-purpose hardware platform, and of course also by hardware, but in many cases the former is better implementation.
  • the technical solution of the present disclosure can be embodied in the form of a software product in essence or the part that contributes to the prior art, and the computer software product is stored in a computer-readable storage medium (such as ROM/RAM, magnetic disk, optical disk), several instructions are included to make a terminal device (which may be a mobile phone, a computer, a server, or a network device, etc.) execute the method of each embodiment of the present disclosure.
  • a terminal device which may be a mobile phone, a computer, a server, or a network device, etc.
  • FIG. 6 is a device block diagram of an information processing device according to an exemplary embodiment.
  • the device includes a first display module 61 , a first receiving module 62 and a second display module 63 , and the device will be described below.
  • the first display module 61 is used to display the live broadcast interface, wherein the live broadcast interface includes a customer service control, and the customer service control is used to request to establish a connection with the customer service; the first receiving module 62 is connected to the above-mentioned first display module 61 for responding to The operation of the customer service control is to receive the questions input to the customer service in the input box of the live broadcast interface; the second display module 63 is connected to the above-mentioned first receiving module 62, and is used to display the interactive card for question consultation at the preset position of the live broadcast interface .
  • the above information processing device further includes: a first collapsing module, configured to collapsing the input box displayed on the live broadcast interface.
  • the above information processing device further includes: a third display module, configured to display a prompt bubble on the live broadcast interface, wherein the prompt bubble is used to prompt the status of connecting to customer service.
  • the above-mentioned information processing apparatus further includes: a second retracting module, configured to retract the prompt bubble in response to the prompt bubble being displayed on the live broadcast interface for a predetermined period of time.
  • the second display module 63 also includes: a first display unit, which is used to display a confirmation control and/or a continuation inquiry control on the interactive card, wherein the confirmation control is used to confirm receipt of an answer to the question, and the continuation inquiry control Used to trigger continued input of questions to the agent.
  • the above-mentioned information processing device further includes: a second receiving module, configured to receive an operation on the browsing control on the interactive card; a fourth display module, configured to respond to an operation on the browsing control on the interactive card
  • the historical conversation records with customer service are displayed on the screen.
  • first display module 61 corresponds to steps S11 to S13 in the embodiment, and the examples and application scenarios realized by the above-mentioned modules and corresponding steps The same, but not limited to the content disclosed in the above embodiments. It should be noted that, as a part of the device, the above modules can run in the computer terminal.
  • An embodiment of the present disclosure may provide an electronic device, for example, the electronic device may be a terminal 700, for example, the terminal 700 may be a mobile phone, a computer, a digital broadcast terminal, a messaging device, a game console, a tablet device, Medical equipment, fitness equipment, personal digital assistants, etc.
  • the terminal 700 may include one or more of the following components: a processing component 702, a memory 704, a power component 706, a multimedia component 708, an audio component 710, an input/output (I/O) interface 712, a sensor component 714, and communication component 716 .
  • the processing component 702 generally controls the overall operations of the terminal 700, such as operations associated with display, phone calls, data communications, camera operations, and recording operations.
  • the processing component 702 may include one or more processors 720 to execute instructions to complete all or part of the steps of the above method. Additionally, processing component 702 may include one or more modules that facilitate interaction between processing component 702 and other components. For example, processing component 702 may include a multimedia module to facilitate interaction between multimedia component 708 and processing component 702 .
  • Memory 704 is configured to store various types of data to support operations at device 700 . Examples of such data include instructions for any application or method operating on the terminal 700, contact data, phonebook data, messages, pictures, videos, etc.
  • the memory 704 can be realized by any type of volatile or non-volatile storage device or their combination, 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.
  • SRAM static random access memory
  • EEPROM electrically erasable programmable read-only memory
  • EPROM erasable Programmable Read Only Memory
  • PROM Programmable Read Only Memory
  • ROM Read Only Memory
  • Magnetic Memory Flash Memory
  • Magnetic or Optical Disk Magnetic Disk
  • the power supply component 706 provides power to various components of the terminal 700 .
  • Power components 706 may include a power management system, one or more power supplies, and other components associated with generating, managing, and distributing power for terminal 700 .
  • the multimedia component 708 includes a screen providing an output interface between the terminal 700 and the user.
  • the screen may include a liquid crystal display (LCD) and a touch panel (TP).
  • the screen may be implemented as a touch screen to receive an input signal from a user.
  • the touch panel includes one or more touch sensors to sense touches, swipes, and gestures on the touch panel. The touch sensor may not only sense a boundary of a touch or slide action, but also detect duration and pressure associated with the touch or slide operation.
  • the multimedia component 708 includes a front camera and/or a rear camera. When the device 700 is in an operation mode, such as a shooting mode or a video mode, the front camera and/or the rear camera can receive external multimedia data.
  • Each front camera and rear camera can be a fixed optical lens system or have focal length and optical zoom capability.
  • the audio component 710 is configured to output and/or input audio signals.
  • the audio component 710 includes a microphone (MIC), which is configured to receive an external audio signal when the terminal 700 is in an operation mode, such as a call mode, a recording mode, and a voice recognition mode. Received audio signals may be further stored in memory 704 or sent via communication component 716 .
  • the audio component 710 also includes a speaker for outputting audio signals.
  • the I/O interface 712 provides an interface between the processing component 702 and a peripheral interface module, which may be a keyboard, a click wheel, a button, and the like. These buttons may include, but are not limited to: a home button, volume buttons, start button, and lock button.
  • the sensor component 714 includes one or more sensors for providing various aspects of a status assessment of the terminal 700 .
  • the sensor component 714 can detect the open/closed state of the device 700, the relative positioning of components, for example, the components are the display and the keypad of the terminal 700, and the sensor component 714 can also detect the position change of the terminal 700 or a component of the terminal 700 , the presence or absence of the user's contact with the terminal 700 , the orientation or acceleration/deceleration of the terminal 700 and the temperature change of the terminal 700 .
  • Sensor assembly 714 may include a proximity sensor configured to detect the presence of nearby objects in the absence of any physical contact.
  • Sensor assembly 714 may also include an optical sensor, such as a CMOS or CCD image sensor, for use in imaging applications.
  • the sensor component 714 may also include an acceleration sensor, a gyroscope sensor, a magnetic sensor, a pressure sensor or a temperature sensor.
  • the communication component 716 is configured to facilitate wired or wireless communication between the terminal 700 and other devices.
  • the terminal 700 can access a wireless network based on a communication standard, such as WiFi, an operator network (such as 2G, 3G, 4G or 5G), or a combination thereof.
  • the communication component 716 receives broadcast signals or broadcast related information from an external broadcast management system via a broadcast channel.
  • the communication component 716 also includes a near field communication (NFC) module to facilitate short-range communication.
  • the NFC module may be implemented based on Radio Frequency Identification (RFID) technology, Infrared Data Association (IrDA) technology, Ultra Wide Band (UWB) technology, Bluetooth (BT) technology and other technologies.
  • RFID Radio Frequency Identification
  • IrDA Infrared Data Association
  • UWB Ultra Wide Band
  • Bluetooth Bluetooth
  • terminal 700 may be programmed by one or more application specific integrated circuits (ASICs), digital signal processors (DSPs), digital signal processing devices (DSPDs), programmable logic devices (PLDs), field programmable A gate array (FPGA), controller, microcontroller, microprocessor or other electronic component implementation for performing the methods described above.
  • ASICs application specific integrated circuits
  • DSPs digital signal processors
  • DSPDs digital signal processing devices
  • PLDs programmable logic devices
  • FPGA field programmable A gate array
  • controller microcontroller, microprocessor or other electronic component implementation for performing the methods described above.
  • a computer-readable storage medium including instructions, such as the memory 704 including instructions, which can be executed by the processor 720 of the terminal 700 to complete the above method.
  • the computer readable storage medium may be ROM, random access memory (RAM), CD-ROM, magnetic tape, floppy disk, optical data storage device, and the like.
  • Embodiments of the present disclosure may provide an electronic device.
  • the electronic device may be a server.
  • the application program stored in memory 802 may include one or more modules each corresponding to a set of instructions.
  • the processing component 801 is configured to execute instructions to perform the above method.
  • the server 800 may also include a power component 803 configured to perform power management of the server 800 , a wired or wireless network interface 804 configured to connect the server 800 to a network, and an input-output (I/O) interface 805 .
  • the server 800 can operate based on an operating system stored in the memory 802, such as Windows Server TM , Mac OS X TM , Unix TM , Linux TM , FreeBSD TM or similar other operating systems.
  • a non-volatile computer-readable storage medium when the instructions in the computer-readable storage medium are executed by the processor of the electronic device, the electronic device can execute the above information Approach,
  • a computer program product is also provided.
  • the computer program in the computer program product is executed by the processor of the electronic device, the electronic device can execute any one of the above information processing methods.

Abstract

本公开关于一种信息处理方法、装置、电子设备及计算机可读存储介质，涉及计算机领域，其中，该方法包括：显示直播界面，其中，直播界面中包括客服控件，客服控件用于请求与客服建立连接；响应对客服控件的操作，在直播界面的输入框中接收向客服输入的问题；在直播界面的预设位置中显示问题咨询的交互式卡片。

Description

信息处理方法及装置
相关申请的交叉引用
本申请基于申请号为202111139074.X、申请日为2021年09月27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引入本申请作为参考。
技术领域
本公开涉及计算机领域，尤其涉及一种信息处理方法、装置、电子设备及计算机可读存储介质。
背景技术
随着电商行业的兴起，越来越多的购物行为在直播中完成，用户在直播间中对客服咨询有较强的诉求。在相关技术中，用户通过点击小黄车按钮，进入商品页面，在商品页面中进入客服页后，开始与客服进行沟通。然而，在该方案中，用户在与客服沟通的情况下，无法观看直播。
发明内容
本公开提供一种信息处理方法、装置、电子设备及计算机可读存储介质。
根据本公开实施例的第一方面，提供一种信息处理方法，包括：显示直播界面，其中，所述直播界面中包括客服控件，所述客服控件用于请求与客服建立连接；响应对所述客服控件的操作，在所述直播界面的输入框中接收向所述客服输入的问题；在所述直播界面的预设位置显示问题咨询的交互式卡片。
在一些实施例中，该信息处理方法还包括：收起在所述直播界面显示的输入框。
在一些实施例中，该信息处理方法还包括：在所述直播界面显示提示气泡，其中，所述提示气泡用于提示连接客服的状态。
在一些实施例中，该信息处理方法还包括：响应于在所述直播界面显示提示气泡长达预定时间段，收起所述提示气泡。
在一些实施例中，所述在所述直播界面的预设位置显示问题咨询的交互式卡片，包括：在所述交互式卡片上显示确认控件和/或继续询问控件，其中，所述确认控件用于确认接收到针对所述问题的回答，所述继续询问控件用于触发继续向所述客服输入问题。
在一些实施例中，该信息处理方法还包括：接收对所述交互式卡片上的浏览控件的操作；响应对所述浏览控件的操作，在所述交互式卡片上显示与所述客服的历史对话记录。
根据本公开实施例的第二方面，提供一种信息处理装置，包括：第一显示模块，用于显示直播界面，其中，所述直播界面中包括客服控件，所述客服控件用于请求与客服建立连接；第一接收模块，用于响应对所述客服控件的操作，在所述直播界面的输入框 中接收向所述客服输入的问题；第二显示模块，用于在所述直播界面的预设位置显示问题咨询的交互式卡片。
在一些实施例中，第一收起模块，用于收起在所述直播界面显示的输入框。
在一些实施例中，第三显示模块，用于在所述直播界面显示提示气泡，其中，所述提示气泡用于提示连接客服的状态。
在一些实施例中，第二收起模块，用于响应于所述直播界面显示提示气泡长达预定时间段，收起所述提示气泡。
在一些实施例中，所述第二显示模块包括：第一显示单元，用于在所述交互式卡片上显示确认控件和/或继续询问控件，其中，所述确认控件用于确认接收到针对所述问题的回答，所述继续询问控件用于触发继续向所述客服输入问题。
在一些实施例中，第二接收模块，用于接收对所述交互式卡片上的浏览控件的操作；第四显示模块，用于响应对所述浏览控件的操作，在所述交互式卡片上显示与所述客服的历史对话记录。
根据本公开实施例的第三方面，提供一种电子设备，包括：处理器；用于存储所述处理器可执行指令的存储器；其中，所述处理器被配置为执行所述指令，以实现任一项所述的信息处理方法。
根据本公开实施例的第四方面，提供一种非易失性计算机可读存储介质，当所述计算机可读存储介质中的指令由电子设备的处理器执行时，使得电子设备能够执行任一项所述的信息处理方法。
根据本公开实施例的第五方面，提供一种计算机程序产品，包括计算机程序，所述计算机程序被处理器执行时实现任一项所述的信息处理方法。
通过在直播界面的客服控件中请求与客服建立联系，并在直播界面的输入框中接收向客服输入的问题，在直播界面的预设位置显示问题咨询的交互式卡片，由于采用交互式卡片的方式与客服进行交互，一方面交互式卡片在直播界面上所占的区域较小，另一方面，在不进行交互的情况下能够自动收起，实现了尽可能地不对用户观看直播造成干扰，避免了用户在直播中与客服沟通的情况下，无法观看直播的情况。
应当理解的是，以上的一般描述和后文的细节描述仅是示例性和解释性的，并不能限制本公开。
附图说明
此处的附图被并入说明书中并构成本说明书的一部分，示出了符合本公开的实施例，并与说明书一起用于解释本公开的原理，并不构成对本公开的不当限定。
图1是根据一示例性实施例示出的一种信息处理方法的流程图。
图2是根据本公开实施方式提供的直播间信息处理方法中输入问题的示意图。
图3是根据本公开实施方式提供的直播间信息处理方法中客服收到反馈的示意图。
图4是根据本公开实施方式提供的直播间信息处理方法中客服X秒未反馈收起界面 的示意图。
图5是根据本公开实施方式提供的直播间信息处理方法中客服反馈展开界面的示意图。
图6是根据一示例性实施例示出的信息处理装置的装置框图。
图7是根据一示例性实施例示出的一种终端的装置框图。
图8是根据一示例性实施例示出的一种服务器的结构框图。
具体实施方式
为了使本领域普通人员更好地理解本公开的技术方案，下面将结合附图，对本公开实施例中的技术方案进行清楚、完整地描述。
需要说明的是，本公开的说明书和权利要求书及上述附图中的术语“第一”、“第二”等是用于区别类似的对象，而不必用于描述特定的顺序或先后次序。应该理解这样使用的数据在适当情况下可以互换，以便这里描述的本公开的实施例能够以除了在这里图示或描述的那些以外的顺序实施。以下示例性实施例中所描述的实施方式并不代表与本公开相一致的所有实施方式。相反，它们仅是与如所附权利要求书中所详述的、本公开的一些方面相一致的装置和方法的例子。
本公开提供了如图1所示的信息处理方法的流程图。图1是根据一示例性实施例示出的一种信息处理方法的流程图，如图1所示，该方法用于上述的计算机终端中，包括以下步骤S11至S13。
在步骤S11中，显示直播界面，其中，直播界面中包括客服控件，客服控件用于请求与客服建立连接；
在步骤S12中，响应对客服控件的操作，在直播界面的输入框中接收向客服输入的问题；
在步骤S13中，在直播界面的预设位置显示问题咨询的交互式卡片。
采用上述处理，通过在直播界面的客服控件中请求与客服建立联系，并在直播界面的输入框中接收向客服输入的问题，在直播界面的预设位置显示问题咨询的交互式卡片，由于采用交互式卡片的方式与客服进行交互，一方面交互式卡片在直播界面上所占的区域较小，另一方面，在不进行交互时能够自动收起，实现了尽可能地不对用户观看直播造成干扰，避免了用户在直播中与客服沟通的情况下，无法观看直播的情况。
在一些实施例中，显示直播界面，其中，直播界面中包括客服控件，客服控件用于请求与客服建立连接。其中，客服控件可以是直播界面上的虚拟控件，也可以是直播界面上的一个提示图标，当然，虚拟控件实现起来会更直接，灵活一些，例如，直播界面上显示一个虚拟客服头像(即上述所指的虚拟控件)，按下该虚拟对话框，即可显示与客服的对话框。在直播界面上显示一个提示图标，该提示图标可以是用于触发某一功能的。例如，在直播界面上显示有“输入语音‘客服’”的情况下，响应于接收到该“客服”，在直播界面显示与客服的对话框内容。又例如，在直播界面上显示有“摇晃终端 显示‘客服’”的情况下，响应于检测到对终端的摇晃操作，在直播界面显示与客服的对话框内容。其中，客服控件可以位于不同的直播界面，例如，可以在直播界面的任意位置放置虚拟控件，也可以在直播界面内的功能应用界面中，放置虚拟控件，例如，可以是在购物界面显示虚拟控件。客服控件用于请求与客服建立连接，使得用户与客服进行交流。
在一些实施例中，响应对客服控件的操作，在直播界面的输入框中接收向客服输入的问题。其中，对客服控件的操作可以是对客服控件进行的点击操作，例如，用户通过鼠标对直播界面上的虚拟控件进行单击，双击，长按；用户通过触摸直播界面上的虚拟控件进行单击触摸，长按触摸，双击触摸，上滑、下滑等操作；也可以是对客服控件进行的其他操作，例如通过语音启动客服的输入框从而接收向客服输入的问题，通过摇晃终端启动客服的输入框从而接收向客服输入的问题。其中，向客服输入的问题可以包括，与当前直播界面相关的问题，例如，当前直播的类型为带货直播，则用户提出的问题一般与商品相关，系统可以先调取相关直播类型中与接收到的问题对应的智能回复，在没有查询到对应的智能回复的情况下，则会转接到人工客服。通过响应对客服控件多种方式的操作，在直播界面的输入框中接收向客服输入的问题，使得客服能够基于用户的对客服控件的操作进而接收用户的问题，能够及时响应用户的问题，满足用户的需求。
在一些实施例中，在直播界面的预设位置显示问题咨询的交互式卡片的情况下，该预设位置可以是直播界面上的多个位置，只要该交互式卡片的显示不影响直播界面上直播画面的显示，即不影响观众观看直播。例如，该预设位置可以是直播界面的左下角位置，直播界面的右下角位置，还可以是直播界面的左上角位置，直播界面的右上角界面等。另外，该交互式卡片的形状也可以是多种的，例如，可以是条状的，也可以是方形的，还可以是个性化圆形的等。
在一些实施例中，该信息处理方法还包括：收起在直播界面显示的输入框。在输入问题后，收起输入框，可以设定预定时间，在超过预定时间客服未反馈问题的情况下，则收起直播界面显示的输入框。相对于现有技术中会停留在输入界面等待客服回复而言，通过收起在直播界面显示的输入框，能够尽可能地避免对直播画面的干扰，同时也不影响用户观看直播。
在一些实施例中，该信息处理方法还包括：在直播界面显示提示气泡，其中，提示气泡用于提示连接客服的状态。其中，连接客服的状态可以包括：客服已收到问题。响应于连接客服，以提示气泡的方式显示连接的状态，即能够及时提醒用户客服已经接收到了问题，正在问题回答的过程中，实现对客服回复进度有有效的感知。
在一些实施例中，该信息处理方法还可以包括：响应于直播界面显示提示气泡长达预定时间段，收起提示气泡。在显示了提示气泡的一段时间后，收起提示气泡，使得提示气泡对直播界面的影响降到最低，避免对直播界面的干扰。其中，提示气泡可以用户自定义设置成用户偏好气泡类型，也可以是系统默认的；提示气泡出现和消失的方式也可以进行灵活设置，例如，渐进渐出，跳跃进跳跃出，等等，增强趣味性，增强用户的 体验感。
在一些实施例中，在直播界面的预设位置显示问题咨询的交互式卡片。通过交互式卡片对问题进行回答，其中，交互式卡片可以显示在直播界面的部分区域，可以依据与客服沟通问题的长度与历史记录，显示在不同区域并基于选择显示不同的大小，在一些实施例中，可以依据直播界面的内容，显示在不重要的界面区域，避免对重要直播界面的遮挡，而且交互式卡片可以设置一定的透明度，使得通过交互式卡片也能观察到直播界面的内容，使用户不错过直播界面的内容，由于交互式卡片相对于现有技术中与用户交互时需要完全进入交互界面，或者在交互界面中以小窗的方式显示直播画面而言，能够有效地避免对直播界面的干扰，使用户能够持续观看直播。
在一些实施例中，在直播界面的预设位置显示问题咨询的交互式卡片，包括：在交互式卡片上显示确认控件和/或继续询问控件，其中，确认控件用于确认接收到针对问题的回答，继续询问控件用于触发继续向客服输入问题。在确认控件接收到针对问题的回答后，可以收起交互式卡片。在交互式卡片上还显示有相应的控件，在解决问题后可以用于选择结束对话，在问题尚未解决或者还有其他问题需要进行提问时可以用于选择继续对话。从而能够根据用户提问问题的实际情况进行选择，从而从根本上解决用户的问题。
在一些实施例中，该信息处理方法还包括：接收对交互式卡片上的浏览控件的操作；响应对浏览控件的操作，在交互式卡片上显示与客服的历史对话记录。在交互式卡片上还显示有浏览控件，可以用于对应显示历史对话记录。可以基于用户与客服的历史对话记录分析出用户所提出的问题偏向，能够更为清楚地了解到用户的需求。基于用户与客服的历史对话记录可以使得问题考虑的更加全面，更能精准的回答出用户所提问的问题，方便用户知晓，也方便用户在忘记与客服的沟通内容的情况下，可以根据历史对话记录重新回忆出相关内容，避免了对客服的再次询问、影响用户的体验、增加客服的工作量。
随着电商行业的兴起，越来越多的购物行为在直播中完成，用户在直播间中对客服咨询有较强的诉求。在相关技术中，用户有两种方式与客服建联。第一种是在输入框中选择客服图标，然后输入询问客服的问题。第二种是点击小黄车按钮，进入半屏后点击客服图标，进入客服页后，开始询问客服相关问题。用户需要点击客服图标，进入到客服页面(半屏页)，开始与客服进行沟通。但是采用上述方案解决问题的情况下，用户在输入问题后，输入框即消失，用户无法得到是否成功联系到客服的反馈。对于用户界面而言，无论是半屏还是引导到客服页面，都会对于用户观看当前直播造成干扰，甚至无法观看直播，影响该直播间的销售转化。
鉴于此，在本公开实施方式中，提供了一种直播间客服卡片回复提醒交互方法，通过卡片提醒回复交互，让用户对于客服回复进度有效地感知，同时也不影响当前直播间观看体验。
S1，图2是根据本公开实施方式提供的直播间信息处理方法中输入问题的示意图， 如图2所示，用户选择“对客服”后，输入询问的问题；
S2，图3是根据本公开实施方式提供的直播间信息处理方法中客服收到反馈的示意图，如图3所示，在问题命中智能客服的情况下，则依据问题智能回复，在问题没有被智能客服命中的情况下，则转接到人工客服，并弹出反馈气泡；
S3，图4是根据本公开实施方式提供的直播间信息处理方法中客服X秒未反馈收起界面的示意图，如图4所示，在客服X秒后未及时反馈的情况下，则会收起；
S4，图5是根据本公开实施方式提供的直播间信息处理方法中客服反馈展开界面的示意图，如图5所示，当客服有反馈后，则弹起客服卡片。
在本公开实施例中，
(1)提升了客服相关工作效率；
(2)提升了用户体验满意度。
需要说明的是，对于前述的各方法实施例，为了简单描述，故将其都表述为一系列的动作组合，但是本领域技术人员应该知悉，本公开并不受所描述的动作顺序的限制，因为依据本公开，某些步骤可以采用其他顺序或者同时进行。其次，本领域技术人员也应该知悉，说明书中所描述的实施例均属于示例性的，所涉及的动作和模块并不一定是本公开所必须的。
通过以上的实施方式的描述，本领域的技术人员可以清楚地了解到根据上述实施例的方法可借助软件加必需的通用硬件平台的方式来实现，当然也可以通过硬件，但很多情况下前者是更佳的实施方式。基于这样的理解，本公开的技术方案本质上或者说对现有技术做出贡献的部分可以以软件产品的形式体现出来，该计算机软件产品存储在一个计算机可读存储介质(如ROM/RAM、磁碟、光盘)中，包括若干指令用以使得一台终端设备(可以是手机，计算机，服务器，或者网络设备等)执行本公开各个实施例的方法。
根据本公开实施例，还提供了一种用于实施上述信息处理方法的装置，图6是根据一示例性实施例示出的信息处理装置的装置框图。参照图6，该装置包括第一显示模块61，第一接收模块62和第二显示模块63，下面对该装置进行说明。
第一显示模块61，用于显示直播界面，其中，直播界面中包括客服控件，客服控件用于请求与客服建立连接；第一接收模块62，连接于上述第一显示模块61，用于响应对客服控件的操作，在直播界面的输入框中接收向客服输入的问题；第二显示模块63，连接于上述第一接收模块62，用于在直播界面的预设位置显示问题咨询的交互式卡片。
在一些实施例中，上述信息处理装置还包括：第一收起模块，用于收起在直播界面显示的输入框。
在一些实施例中，上述信息处理装置还包括：第三显示模块，用于在直播界面显示提示气泡，其中，提示气泡用于提示连接客服的状态。
在一些实施例中，上述信息处理装置还包括：第二收起模块，用于响应于直播界面显示提示气泡长达预定时间段，收起提示气泡。
其中，第二显示模块63，还包括：第一显示单元，用于在交互式卡片上显示确认控件和/或继续询问控件，其中，确认控件用于确认接收到针对问题的回答，继续询问控件用于触发继续向客服输入问题。
在一些实施例中，上述信息处理装置还包括：第二接收模块，用于接收对交互式卡片上的浏览控件的操作；第四显示模块，用于响应对浏览控件的操作，在交互式卡片上显示与客服的历史对话记录。
此处需要说明的是，上述第一显示模块61，第一接收模块62和第二显示模块63对应于实施例中的步骤S11至步骤S13，上述模块与对应的步骤所实现的实例和应用场景相同，但不限于上述实施例所公开的内容。需要说明的是，上述模块作为装置的一部分可以运行在计算机终端中。
关于上述实施例中的装置，其中各个模块执行操作的具体方式已经在有关该方法的实施例中进行了详细描述，此处将不做详细阐述说明。
本公开的实施例可以提供一种电子设备，例如，电子设备可以是一种终端700，比如，该终端700可以是移动电话，计算机，数字广播终端，消息收发设备，游戏控制台，平板设备，医疗设备，健身设备，个人数字助理等。
参照图7，终端700可以包括以下一个或多个组件：处理组件702，存储器704，电力组件706，多媒体组件708，音频组件710，输入/输出(I/O)的接口712，传感器组件714，以及通信组件716。
处理组件702通常控制终端700的整体操作，诸如与显示，电话呼叫，数据通信，相机操作和记录操作相关联的操作。处理组件702可以包括一个或多个处理器720来执行指令，以完成上述的方法的全部或部分步骤。此外，处理组件702可以包括一个或多个模块，便于处理组件702和其他组件之间的交互。例如，处理组件702可以包括多媒体模块，以方便多媒体组件708和处理组件702之间的交互。
存储器704被配置为存储各种类型的数据以支持在设备700的操作。这些数据的示例包括用于在终端700上操作的任何应用程序或方法的指令，联系人数据，电话簿数据，消息，图片，视频等。存储器704可以由任何类型的易失性或非易失性存储设备或者它们的组合实现，如静态随机存取存储器(SRAM)，电可擦除可编程只读存储器(EEPROM)，可擦除可编程只读存储器(EPROM)，可编程只读存储器(PROM)，只读存储器(ROM)，磁存储器，快闪存储器，磁盘或光盘。
电源组件706为终端700的各种组件提供电力。电源组件706可以包括电源管理系统，一个或多个电源，及其他与为终端700生成、管理和分配电力相关联的组件。
多媒体组件708包括在所述终端700和用户之间的提供一个输出接口的屏幕。在一些实施例中，屏幕可以包括液晶显示器(LCD)和触摸面板(TP)。在屏幕包括触摸面板的情况下，屏幕可以被实现为触摸屏，以接收来自用户的输入信号。触摸面板包括一个或多个触摸传感器以感测触摸、滑动和触摸面板上的手势。所述触摸传感器可以不仅感测触摸或滑动动作的边界，而且还检测与所述触摸或滑动操作相关的持续时间和压 力。在一些实施例中，多媒体组件708包括一个前置摄像头和/或后置摄像头。在设备700处于操作模式的情况下，如拍摄模式或视频模式，前置摄像头和/或后置摄像头可以接收外部的多媒体数据。每个前置摄像头和后置摄像头可以是一个固定的光学透镜系统或具有焦距和光学变焦能力。
音频组件710被配置为输出和/或输入音频信号。例如，音频组件710包括一个麦克风(MIC)，在终端700处于操作模式的情况下，如呼叫模式、记录模式和语音识别模式，麦克风被配置为接收外部音频信号。所接收的音频信号可以被进一步存储在存储器704或经由通信组件716发送。在一些实施例中，音频组件710还包括一个扬声器，用于输出音频信号。
I/O接口712为处理组件702和外围接口模块之间提供接口，上述外围接口模块可以是键盘，点击轮，按钮等。这些按钮可包括但不限于：主页按钮、音量按钮、启动按钮和锁定按钮。
传感器组件714包括一个或多个传感器，用于为终端700提供各个方面的状态评估。例如，传感器组件714可以检测到设备700的打开/关闭状态，组件的相对定位，例如所述组件为终端700的显示器和小键盘，传感器组件714还可以检测终端700或终端700一个组件的位置改变，用户与终端700接触的存在或不存在，终端700方位或加速/减速和终端700的温度变化。传感器组件714可以包括接近传感器，被配置用来在没有任何的物理接触时检测附近物体的存在。传感器组件714还可以包括光传感器，如CMOS或CCD图像传感器，用于在成像应用中使用。在一些实施例中，该传感器组件714还可以包括加速度传感器，陀螺仪传感器，磁传感器，压力传感器或温度传感器。
通信组件716被配置为便于终端700和其他设备之间有线或无线方式的通信。终端700可以接入基于通信标准的无线网络，如WiFi，运营商网络(如2G、3G、4G或5G)，或它们的组合。在一个示例性实施例中，通信组件716经由广播信道接收来自外部广播管理系统的广播信号或广播相关信息。在一个示例性实施例中，所述通信组件716还包括近场通信(NFC)模块，以促进短程通信。例如，在NFC模块可基于射频识别(RFID)技术，红外数据协会(IrDA)技术，超宽带(UWB)技术，蓝牙(BT)技术和其他技术来实现。
在示例性实施例中，终端700可以被一个或多个应用专用集成电路(ASIC)、数字信号处理器(DSP)、数字信号处理设备(DSPD)、可编程逻辑器件(PLD)、现场可编程门阵列(FPGA)、控制器、微控制器、微处理器或其他电子元件实现，用于执行上述方法。
在示例性实施例中，还提供了一种包括指令的计算机可读存储介质，例如包括指令的存储器704，上述指令可由终端700的处理器720执行以完成上述方法。在一些实施例中，计算机可读存储介质可以是ROM、随机存取存储器(RAM)、CD-ROM、磁带、软盘和光数据存储设备等。
本公开的实施例可以提供一种电子设备，例如，电子设备可以是一种服务器，参照 图8，该服务器800包括处理组件801，其进一步包括一个或多个处理器，以及由存储器802所代表的存储器资源，用于存储可由处理组件801的执行的指令，例如应用程序。存储器802中存储的应用程序可以包括一个或一个以上的每一个对应于一组指令的模块。此外，处理组件801被配置为执行指令，以执行上述方法.
服务器800还可以包括一个电源组件803被配置为执行服务器800的电源管理，一个有线或无线网络接口804被配置为将服务器800连接到网络，和一个输入输出(I/O)接口805。服务器800可以操作基于存储在存储器802的操作系统，例如Windows Server TM，Mac OS X TM，Unix TM,Linux TM，FreeBSD TM或类似的其他操作系统。
在示例性实施例中，还提供了一种非易失性计算机可读存储介质，当所述计算机可读存储介质中的指令由电子设备的处理器执行时，使得电子设备能够执行上述的信息处理方法，
在示例性实施例中，还提供了一种计算机程序产品，当计算机程序产品中的计算机程序由电子设备的处理器执行时，使得电子设备能够执行上述任一项的信息处理方法。
本公开所有实施例均可以单独被执行，也可以与其他实施例相结合被执行，均视为本公开要求的保护范围。

Claims (20)

  1. 一种信息处理方法，包括：
    显示直播界面，其中，所述直播界面中包括客服控件，所述客服控件用于请求与客服建立连接；
    响应对所述客服控件的操作，在所述直播界面的输入框中接收向所述客服输入的问题；
    在所述直播界面的预设位置显示问题咨询的交互式卡片。
  2. 根据权利要求1所述的方法，还包括：
    收起在所述直播界面显示的输入框。
  3. 根据权利要求1所述的方法，还包括：
    在所述直播界面显示提示气泡，其中，所述提示气泡用于提示连接客服的状态。
  4. 根据权利要求3所述的方法，还包括：
    响应于在所述直播界面显示提示气泡长达预定时间段，收起所述提示气泡。
  5. 根据权利要求1所述的方法，其中，所述在所述直播界面的预设位置显示问题咨询的交互式卡片，包括：
    在所述交互式卡片上显示确认控件和/或继续询问控件，其中，所述确认控件用于确认接收到针对所述问题的回答，所述继续询问控件用于触发继续向所述客服输入问题。
  6. 根据权利要求1至5中任一项所述的方法，还包括：
    接收对所述交互式卡片上的浏览控件的操作；
    响应对所述浏览控件的操作，在所述交互式卡片上显示与所述客服的历史对话记录。
  7. 一种信息处理装置，其中，包括：
    第一显示模块，用于显示直播界面，其中，所述直播界面中包括客服控件，所述客服控件用于请求与客服建立连接；
    第一接收模块，用于响应对所述客服控件的操作，在所述直播界面的输入框中接收向所述客服输入的问题；
    第二显示模块，用于在所述直播界面的预设位置显示问题咨询的交互式卡片。
  8. 根据权利要求7所述的装置，还包括：
    第一收起模块，用于收起在所述直播界面显示的输入框。
  9. 根据权利要求7所述的装置，还包括：
    第三显示模块，用于在所述直播界面显示提示气泡，其中，所述提示气泡用于提示连接客服的状态。
  10. 根据权利要求9所述的装置，还包括：
    第二收起模块，用于响应于所述直播界面显示提示气泡长达预定时间段，收起所述提示气泡。
  11. 根据权利要求7所述的装置，其中，所述第二显示模块包括：
    第一显示单元，用于在所述交互式卡片上显示确认控件和/或继续询问控件，其中，所述确认控件用于确认接收到针对所述问题的回答，所述继续询问控件用于触发继续向所述客服输入问题。
  12. 根据权利要求7至11中任一项所述的装置，还包括：
    第二接收模块，用于接收对所述交互式卡片上的浏览控件的操作；
    第四显示模块，用于响应对所述浏览控件的操作，在所述交互式卡片上显示与所述客服的历史对话记录。
  13. 一种电子设备，包括：
    处理器；
    用于存储所述处理器可执行指令的存储器；
    其中，所述处理器被配置为执行所述指令，以实现以下步骤：
    显示直播界面，其中，所述直播界面中包括客服控件，所述客服控件用于请求与客服建立连接；
    响应对所述客服控件的操作，在所述直播界面的输入框中接收向所述客服输入的问题；
    在所述直播界面的预设位置显示问题咨询的交互式卡片。
  14. 根据权利要求13所述的电子设备，所述处理器进一步被配置为执行所述指令，以实现以下步骤：
    收起在所述直播界面显示的输入框。
  15. 根据权利要求13所述的电子设备，所述处理器进一步被配置为执行所述指令，以实现以下步骤：
    在所述直播界面显示提示气泡，其中，所述提示气泡用于提示连接客服的状态。
  16. 根据权利要求15所述的电子设备，所述处理器进一步被配置为执行所述指令，以实现以下步骤：
    响应于在所述直播界面显示提示气泡长达预定时间段，收起所述提示气泡。
  17. 根据权利要求13所述的电子设备，其中，所述在所述直播界面的预设位置显示问题咨询的交互式卡片，包括：
    在所述交互式卡片上显示确认控件和/或继续询问控件，其中，所述确认控件用于确认接收到针对所述问题的回答，所述继续询问控件用于触发继续向所述客服输入问题。
  18. 根据权利要求13至17中任一项所述的电子设备，所述处理器进一步被配置为执行所述指令，以实现以下步骤：
    接收对所述交互式卡片上的浏览控件的操作；
    响应对所述浏览控件的操作，在所述交互式卡片上显示与所述客服的历史对话记录。
  19. 一种非易失性计算机可读存储介质，其中，当所述计算机可读存储介质中的指 令由电子设备的处理器执行时，使得电子设备能够执行以下步骤：
    显示直播界面，其中，所述直播界面中包括客服控件，所述客服控件用于请求与客服建立连接；
    响应对所述客服控件的操作，在所述直播界面的输入框中接收向所述客服输入的问题；
    在所述直播界面的预设位置显示问题咨询的交互式卡片。
  20. 一种计算机程序产品，包括计算机程序，其中，所述计算机程序被处理器执行时实现以下步骤：
    显示直播界面，其中，所述直播界面中包括客服控件，所述客服控件用于请求与客服建立连接；
    响应对所述客服控件的操作，在所述直播界面的输入框中接收向所述客服输入的问题；
    在所述直播界面的预设位置显示问题咨询的交互式卡片。
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CN112367553A (zh) * 2020-11-10 2021-02-12 北京达佳互联信息技术有限公司 消息交互方法、装置、电子设备及存储介质
CN113905278A (zh) * 2021-09-27 2022-01-07 北京达佳互联信息技术有限公司 问题咨询方法、装置、电子设备及计算机可读存储介质

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