WO2023088011A1 - 交互信息的传输方法、装置、存储介质及电子装置 - Google Patents

交互信息的传输方法、装置、存储介质及电子装置 Download PDF

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Publication number
WO2023088011A1
WO2023088011A1 PCT/CN2022/125709 CN2022125709W WO2023088011A1 WO 2023088011 A1 WO2023088011 A1 WO 2023088011A1 CN 2022125709 W CN2022125709 W CN 2022125709W WO 2023088011 A1 WO2023088011 A1 WO 2023088011A1
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Prior art keywords
target
menu item
information
identification information
menu
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PCT/CN2022/125709
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English (en)
French (fr)
Inventor
谢振斌
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中兴通讯股份有限公司
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Publication of WO2023088011A1 publication Critical patent/WO2023088011A1/zh

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    • 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
    • G06F16/9535—Search customisation based on user profiles and personalisation
    • 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
    • G06F16/955—Retrieval from the web using information identifiers, e.g. uniform resource locators [URL]
    • 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
    • G06F16/955—Retrieval from the web using information identifiers, e.g. uniform resource locators [URL]
    • G06F16/9566—URL specific, e.g. using aliases, detecting broken or misspelled links
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
    • G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
    • G06F3/048—Interaction techniques based on graphical user interfaces [GUI]
    • G06F3/0481—Interaction techniques based on graphical user interfaces [GUI] based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
    • G06F3/0482—Interaction with lists of selectable items, e.g. menus

Definitions

  • Embodiments of the present disclosure relate to the communication field, and in particular, relate to a transmission method, device, storage medium, and electronic device for interaction information.
  • Embodiments of the present disclosure provide a method, device, storage medium, and electronic device for transmitting interaction information, so as to at least solve the technical problem of poor interaction experience in a customer service system existing in the related art.
  • a method for transmitting interaction information including: obtaining a target request sent by a target terminal, wherein the target request is a request generated by a target account on the target terminal calling a target number , the target request is used to request a customer service response corresponding to the target number; in response to the target request, establish a target data channel, and obtain the first identification information of the target terminal and/or the first identification information of the target account Two identification information; obtain the menu item matching the first identification information and/or the second identification information in the multi-level customer service menu item corresponding to the target number; form the obtained menu item into a picture format
  • a device for transmitting interaction information including: a first obtaining module configured to obtain a target request sent by a target terminal, wherein the target request is a target request on the target terminal The request generated by the account number calling the target number, the target request is used to request the customer service response corresponding to the target number; the response module is configured to respond to the target request, establish a target data channel, and obtain the target terminal's The first identification information and/or the second identification information of the target account; the second acquisition module is configured to acquire the first identification information and/or the second identification information in the multi-level customer service menu item corresponding to the target number The menu item matching the second identification information; the processing module is configured to form the acquired menu item into the target menu item list in image format, and send the target menu item list to the The target terminal, wherein the menu items in the target menu item list are set to allow interactive operations to be performed; the third acquisition module is configured to acquire the first interaction information sent by the target terminal through the target data channel, wherein , the
  • a computer-readable storage medium wherein a computer program is stored in the computer-readable storage medium, wherein the computer program is configured to perform any one of the above-mentioned methods when running Steps in the examples.
  • an electronic device including a memory and a processor, wherein a computer program is stored in the memory, and the processor is configured to run the computer program to perform any of the above Steps in the method examples.
  • FIG. 1 is a block diagram of a mobile terminal hardware structure of a method for transmitting interaction information according to an embodiment of the present disclosure
  • FIG. 2 is a flowchart of a method for transmitting interaction information according to an embodiment of the present disclosure
  • FIG. 3 is an overall network architecture diagram of transmission of interaction information according to a specific embodiment of the present disclosure
  • FIG. 4 is a schematic diagram of a network structure of an intelligent customer service system according to a specific embodiment of the present disclosure
  • Fig. 5 is an implementation example diagram of a data channel according to a specific embodiment of the present disclosure.
  • Fig. 6 is an example diagram of generating an intelligent customer service personalized application list according to a specific embodiment of the present disclosure
  • FIG. 7 is an example diagram of sending an intelligent customer service application according to a specific embodiment of the present disclosure.
  • Fig. 8 is a structural block diagram of an apparatus for transmitting interaction information according to an embodiment of the present disclosure.
  • FIG. 1 is a block diagram of the hardware structure of the mobile terminal according to the method for transmitting interaction information according to an embodiment of the present disclosure.
  • the mobile terminal may include one or more (only shown in FIG. 1 1)
  • Processor 102 may include but not limited to a processing device such as a microprocessor MCU or a programmable logic device FPGA, etc.
  • memory 104 configured to store data
  • the above-mentioned mobile terminal may also include a communication function configured
  • the transmission device 106 and the input and output device 108 may be executed in mobile terminals, computer terminals or similar computing devices.
  • FIG. 1 is only for illustration, and it does not limit the structure of the above mobile terminal.
  • the mobile terminal may also include more or fewer components than those shown in FIG. 1 , or have a different configuration from that shown in FIG. 1 .
  • the memory 104 may be configured to store computer programs, for example, software programs and modules of application software, such as computer programs corresponding to the method for transmitting interactive information in the embodiments of the present disclosure, and the processor 102 runs the computer programs stored in the memory 104, Thereby executing various functional applications and data processing, that is, realizing the above-mentioned method.
  • the memory 104 may include high-speed random access memory, and may also include non-volatile memory, such as one or more magnetic storage devices, flash memory, or other non-volatile solid-state memory.
  • the memory 104 may further include a memory that is remotely located relative to the processor 102, and these remote memories may be connected to the mobile terminal through a network. Examples of the aforementioned networks include, but are not limited to, the Internet, intranets, local area networks, mobile communication networks, and combinations thereof.
  • the transmission device 106 is configured to receive or transmit data via a network.
  • the specific example of the above network may include a wireless network provided by the communication provider of the mobile terminal.
  • the transmission device 106 includes a network interface controller (NIC for short), which can be connected to other network devices through a base station so as to communicate with the Internet.
  • the transmission device 106 may be a radio frequency (Radio Frequency, referred to as RF) module, which is configured to communicate with the Internet in a wireless manner.
  • RF Radio Frequency
  • FIG. 2 is a flowchart of a method for transmitting interaction information according to an embodiment of the present disclosure. As shown in FIG. 2 , the process includes the following steps:
  • Step S202 obtaining a target request sent by the target terminal, wherein the target request is a request generated by a target account on the target terminal calling a target number, and the target request is used to request a customer service response corresponding to the target number ;
  • Step S204 in response to the target request, establishing a target data channel, and acquiring first identification information of the target terminal and/or second identification information of the target account;
  • Step S206 acquiring menu items matching the first identification information and/or the second identification information from the multi-level customer service menu items corresponding to the target number;
  • Step S208 form the acquired menu items into the target menu item list in picture format, and send the target menu item list to the target terminal through the target data channel, wherein the target menu item list
  • the menu item is set to allow interactive operations to be performed
  • Step S210 acquiring first interaction information sent by the target terminal through the target data channel, wherein the first interaction information is an interaction generated by performing an interactive operation on a first menu item in the target menu item list information.
  • the network side can establish a target data channel based on the target request sent by the target terminal, and obtain the first identification information of the target terminal and/or the second identification information of the target account, and then based on the first identification information and/or target
  • the second identification information of the account recommends matching customer service menu items for the target terminal, and sends the menu items to the target terminal in image format through the target data channel for the user to perform interactive operations on the target terminal, and the network side can also pass the target terminal
  • the data channel acquires the interactive information generated by the user performing interactive operations on the target terminal, and realizes the purpose of recommending matching customer service menu items for the target terminal based on the identification information of the target terminal and/or the identification information of the target account.
  • the purpose of transmitting interactive information with the network side therefore, can solve the technical problem of poor interactive experience of the customer service system existing in related technologies, and achieve the effect of improving user experience.
  • the executor of the above steps may be a network side, or a network terminal, or a server, such as the above-mentioned application management server, and the executor of the above steps may also be other processing devices or processing units with similar processing capabilities, but not limited to this.
  • the following is an example of performing the above operations on the network side (it is only an exemplary description, in actual operation, other devices or modules can also be used to perform the above operations):
  • the network side when the user calls the target number through the target terminal (such as a mobile phone, ipad or other terminals) to request a customer service answer, for example, the target number is a government hotline, or a customer service phone of a different industry or enterprise, etc., the network side obtains The target request sent by the target terminal, and in response to the request, establish the target data channel, and obtain the first identification information of the target terminal and/or the second identification information of the target account.
  • the network side can support The system BOSS acquires the second identification information of the target account.
  • the second identification information may include the user's identity information, ordered service information or other information.
  • the network side may also ascertain the first identification information of the target terminal, for example, the first identification information It can include terminal network information, terminal device model, chip information, dialed called number information, and terminal audio and video capability information, etc.
  • the target data channel is the channel between the target terminal and the application management server on the network side.
  • the data channel is used to transmit data between the target terminal and the server corresponding to the target number; the network side can determine the matching Menu items, that is, based on the identification information of the target terminal and/or the identification information of the target account, the network side achieves the purpose of accurately locating user information, thereby pushing the customer service menu items related to the user; then, the network side forms the acquired menu items
  • the target menu item list in picture format is sent to the target terminal through the above target data channel.
  • the menu items in the target menu item list are set to allow interactive operations.
  • the target menu item list in picture form When sending to the target terminal, the picture (or icon) includes a Uniform Resource Locator URL link, which can be used for interactive operations.
  • the network side obtains the first interaction information sent by the target terminal through the target data channel, realizing the purpose of recommending matching customer service menu items for the target terminal based on the identification information of the target terminal and/or the identification information of the target account.
  • the purpose of transmitting interactive information between the target terminal and the network side therefore, can solve the technical problem of poor interactive experience of the customer service system existing in related technologies, and achieve the effect of improving user experience.
  • the establishing a target data channel in response to the target request includes: establishing the target data channel by an application management server based on the target number included in the target request, wherein, The target data channel is a channel between the application management server and the target terminal, and the target data channel corresponds to the target number.
  • the application management server on the network side establishes a target data channel corresponding to the target number based on the target number, and the target data channel is used to transmit data between the application management server and the target terminal, for example, the target data channel It is used to transmit the interactive information generated after the target account successfully calls the target number, or to transmit the menu item information or the page information corresponding to the menu item returned by the application management server in response to the interactive operation of the target terminal, avoiding the only Performing voice communication through the voice channel leads to poor user experience.
  • the purpose of establishing a target data channel between the target terminal and the application management server is achieved.
  • the obtaining the first identification information of the target terminal and/or the second identification information of the target account includes: obtaining the first identification of the target terminal by an application management server information, wherein the first identification information includes at least one of the following: the model of the target terminal, the chip information of the target terminal, the audio and video capability information of the target terminal; and/or the application management server through
  • the business operation support system BOSS acquires the second identification information of the target account, where the second identification information includes at least one of the following: a type of the target account, and a service type subscribed by the target account.
  • the application management server can obtain the first identification information of the target terminal, and the first identification information can include the network information of the target terminal, such as PS/WIFI, or target terminal device information, such as the model number and chip information of the target terminal , or the dialed number information, or the audio and video capability information of the target terminal, etc.; and/or the application management server can obtain the second identification information of the target account through the BOSS system, and the second identification information can include the type of the target account, for example VIP users, corporate users or blacklist users, etc., or the type of business subscribed by the target account, such as the business of interest, or the user's registration information, etc., in practical applications, the first identification information and the second identification information can be obtained.
  • the first identification information and the second identification information can be obtained.
  • the first identification information and the second identification information may also be acquired at the same time.
  • the purpose of obtaining the identification information of the target terminal and/or the identification information of the target account is achieved, so as to achieve the purpose of accurately locating user information, thereby further achieving the purpose of providing matching customer service menu items for the user or the target terminal.
  • obtaining a menu item matching the first identification information and/or the second identification information from the multi-level customer service menu item corresponding to the target number includes: an application management server Searching for a first set of menu items in the multi-level customer service menu items, wherein the menu items in the first set of menu items interact with the subscription information and/or history of the target account represented by the second identification information information matching, the historical interaction information is used to indicate the menu item selected when the target account has completed calling the target number, and the subscription information is used to indicate the service subscribed by the target account; searching the first set of menu items for the second set of menu items supported by the target terminal represented by the first identification information; or the application management server searching for the first set of menu items in the multi-level customer service menu items.
  • the application management server when it obtains the menu item matching the first identification information and/or the second identification information, it may optionally first search for the menu item corresponding to the multi-level customer service number corresponding to the target number.
  • the first set of menu items matched by the second identification information wherein the second identification information may include subscription information of the target account, such as service information ordered by the target account, or the second identification information may include historical interaction information of the target account For example, information on different levels of menu items or different types of menu services selected by the target account during the process of dialing the target number in the past period of time, and then find out from the first set of menu items that are consistent with the information indicated in the first identification information.
  • a second set of menu items that the target terminal can support or, optionally, when the application management server obtains the menu items that match the first identification information and/or the second identification information, it may first select Search for a third menu item set that matches the first identification information from the level customer service menu items, and then search for a match with the subscription information and/or historical interaction information of the target account represented by the second identification information from the third menu item set or, optionally, when the application management server acquires the menu items matching the first identification information and/or the second identification information, it only searches for the above-mentioned first identification information matching the second identification information.
  • a set of menu items or, optionally, when the application management server obtains the menu items matching the first identification information and/or the second identification information, it only searches for the above-mentioned first identification information supported by the target terminal indicated by the first identification information.
  • a collection of three menu items The purpose of determining a matching menu item based on the first identification information and/or the second identification information is achieved, thereby achieving the purpose of providing a user or a target terminal with more accurate menu item services.
  • forming the acquired menu items into the target menu item list in picture format includes: the application management server generates one or more target icons based on each item in the menu items , wherein, the target icon includes a Uniform Resource Locator URL link, and the URL link is set to allow interactive operations to be performed; the application management server generates the target menu item list including one or more target icons .
  • each item in the menu items forms a picture format, and each menu item corresponds to generate a target icon, that is, one or more target icons may be included in the target menu item list, and each target icon includes There is a uniform resource location URL link, which allows interactive operations to be performed. For example, the user triggers the URL link by clicking the icon on the target terminal, thereby generating interactive information.
  • the target terminal can send the interactive information to the application management through the above-mentioned target data channel server.
  • the purpose of sending the menu items to the target terminal in a picture format and allowing interactive operations to be performed is achieved, avoiding the problem of poor interactive experience caused by only voice communication in the related art.
  • the forming the acquired menu items into the target menu item list in picture format includes: forming the acquired menu items into the target menu item list in picture format by the application management server , wherein, the target menu item list includes single-level menu items, and each menu item in the target menu item list is set to allow interactive operations to be performed; or the application management server forms the obtained menu items into The target menu item list is in a picture format, wherein the target menu item list includes at least two levels of menu items, and each menu item in the target menu item list is set to allow interactive operations to be performed.
  • the target menu item list may be a single-level menu item.
  • the target menu item list is a first-level menu of multi-level customer service menu items corresponding to the target number.
  • the target menu item list It can also include at least 2 levels of menu items.
  • the target menu item list is the first level and second level of the multi-level customer service menu items corresponding to the target number, or the first level to the third level.
  • the sending the target menu item list to the target terminal through the target data channel includes: when the target menu item list includes at least two levels of menu items , the application management server sends the target menu item list to the target terminal as a whole through the target data channel; or when the target menu item list includes at least two levels of menu items, the application management The server sends the first-level menu items in the target menu item list to the target terminal through the target data channel; after obtaining the second interaction information sent by the target terminal, the application management server uses the The target data channel sends the second-level menu items in the target menu item list to the target terminal, wherein the second interaction information is the target terminal's response to the target menu items in the first-level menu items The item executes the interaction information generated by the interactive operation, and the second-level menu item is a lower-level menu item of the target menu item in the first-level menu item.
  • the application management server may send at least two levels of menu items included in the target menu item list to the target terminal as a whole.
  • the application management server may send the first-level menu items in the target menu item list After the second interaction information is generated on the target terminal, that is, after the user performs an interactive operation through the target terminal, the application management server sends the second-level menu items to the target terminal through the target data channel.
  • the target when the menu item list includes more levels of menu items, after obtaining the next step interaction information sent by the target terminal, the menu items of the next level are sent to the target terminal in turn, while in related technologies only voice communication can be performed through the voice channel
  • the embodiments of the present disclosure effectively solve the problem of poor interactive experience of the customer service system, and achieve the effect of improving user experience.
  • the method further includes: after acquiring the first interaction information sent by the target terminal through the target data channel, determining the target service corresponding to the first interaction information Page information: sending the page information to the target terminal, so as to display the page information on the target terminal.
  • Page information sending the page information to the target terminal, so as to display the page information on the target terminal.
  • the application management server determines the corresponding interaction information after obtaining the first interaction information.
  • the application management server includes multiple servers of different applications, such as H5 servers. Each server of different applications corresponds to a different target number, and then the page information is sent to the target terminal. Make the target terminal display page information.
  • the application management server first sends the first-level menu items to the target terminal.
  • the second-level menu corresponding to the item is sent to the target terminal until the user performs the interactive operation of the last-level menu item through the target terminal, and then the application management server sends the page information of the corresponding target service to the target terminal, that is, the target terminal download menu
  • the target business information corresponding to the item is achieved.
  • Fig. 3 is an overall networking architecture diagram of the transmission of interactive information according to a specific embodiment of the present disclosure.
  • the system includes: a Boss system 302 (or called a BOSS system, that is, a business operation support system), an application Management platform 304 (corresponding to the aforementioned application management server), network management system 306, new call platform 308, self-owned application AS (Application Server) 310, basic audio and video capability network element 312, and new call media plane 314; wherein, the application management platform Based on the connection between the new call platform and the Boss system, on the one hand, receive the northbound user identity information (corresponding to the aforementioned second identification information) from the Boss system, and on the one hand, receive the user terminal information from the southbound new call platform (corresponding to the aforementioned first Identification information), and integrate and analyze the two kinds of information, so as to accurately locate the user information, and achieve the purpose of accurately locating the user information.
  • a Boss system 302 or called a BOSS system, that is, a
  • FIG. 4 is a schematic diagram of the network structure of the intelligent customer service system according to a specific embodiment of the present disclosure.
  • the intelligent customer service system of the specific embodiment of the present disclosure is equivalent to a relatively large transformation of the traditional customer service system.
  • the left side (white background) in Figure 4 corresponds to the relevant network elements in the traditional customer service system.
  • the right side (dark gray background) corresponds to the network elements in the intelligent customer service system in the embodiment of the present disclosure;
  • the intelligent customer service system of the embodiment of the present disclosure includes a new type of UI terminal, and the new type of UI terminal has increased a data protocol stack with respect to the traditional UI terminal in the traditional customer service system; in addition, the traditional VoNR SBC only Support audio and video channels (such as Audio/Video channels in Figure 4), and the intelligent customer service system in the embodiment of the present disclosure not only supports Audio/Video channels, but also increases Data Channel channels (or be called data channels, or be called again dedicated data channel); in the intelligent customer service system in the embodiment of the present disclosure, a business management platform has also been added, such as the eVoNR business platform in Figure 4, which includes interactive services and immersive services.
  • the new media server such as the eVoNR media server in Figure 4, the dotted box in Figure 4 is equivalent to the new call platform in Figure 3.
  • the matching menu items can be sent to the terminal through the data channel, and the interactive information sent by the terminal can also be received through the data channel (that is, the interactive information generated by the user performing interactive operations on the menu items through the terminal).
  • the information of the target service corresponding to the interaction information can also be sent to the terminal through the data channel, which is not available in the customer service system of the related art.
  • the overall implementation plan can be divided into three parts: the implementation of the DC channel, the generation of personalized application lists for intelligent customer service, and the delivery of intelligent customer service applications. .
  • Fig. 5 is an implementation example diagram of a data channel according to a specific embodiment of the present disclosure, as shown in Fig. 5, wherein,
  • Signaling channel multiplex the VoLTE channel, complete the negotiation of the DC channel in the VoLTE call, that is, negotiate and establish the DC channel in the session based on the SIP protocol;
  • Media channel use the newly created DC channel to run the HTTP protocol or other application protocols in the DC channel;
  • VoLTE registration authentication can be reused, that is, signaling authentication is performed through the signaling channel; in terms of media authentication: for protocols that pass VoLTE SBC, no authentication is required, for protocols that do not pass VoLTE SBC , for example, HTTP protocol, you can use BSF authentication;
  • VoLTE calls are used for addressing, and in terms of user division by region, the existing VoLTE deployment by region is still used.
  • FIG. 6 is an example diagram of generating an intelligent customer service personalized application list according to a specific embodiment of the present disclosure.
  • the functions of the application management platform include: 1) management and maintenance of the initial application list, and update of the preamble framework , Release; 2) Ascertain terminal capabilities, specifically including terminal network: PS/WIFI, terminal equipment: model, chip information, terminal information: dialed called number, audio and video capabilities, terminal order relationship: VIP user, enterprise user , black and white list, etc.; 3) support generating a personalized application list; 4) support terminal download application list (corresponding to the aforementioned target menu item list).
  • the DC client establishes a call through the bootstrap DC, and the new call platform establishes a connection with the application management platform through the DC channel (corresponding to the aforementioned target data channel).
  • the application management platform generates an application list based on user information, and supports the terminal to download the application list.
  • Fig. 7 is an example diagram of sending an intelligent customer service application according to a specific embodiment of the present disclosure. As shown in Fig. 7 , the functions of each end are described as follows:
  • Terminal UEA call the intelligent customer service system, and complete the negotiation of the DC channel through the VoLTE channel, apply for the creation of the DC channel and the application list;
  • VoLTEA Create a DC channel, run HTTP protocol or other application protocols in the DC channel;
  • New call media interface transfer and obtain UEA media information
  • New call platform as the gathering point of the whole new call, it carries out business distribution and delivery;
  • Application management server (corresponding to the aforementioned application management platform): used in the intelligent customer service system to manage applications and control the distribution and use of applications;
  • the terminal After the terminal obtains the application list (corresponding to the aforementioned target menu item list) sent by the application management server through the DC channel, it puts the application list into the tab page of the terminal local network, and the terminal then selects the list according to the different tab pages of the user.
  • the operation (corresponding to the aforementioned interaction operation) will generate interaction information (corresponding to the aforementioned first interaction information, or the second interaction information), and then download the corresponding application in the application list through different DC channels (equivalent to the aforementioned target menu
  • the management server sends the H5 page information corresponding to a certain application to the terminal, so as to display the page information on the terminal.
  • the application management platform (Application Management) is used to accurately locate number information, user-side information, and accurately push personalized content; the call process with the customer service system is introduced in the IMS network
  • the data channel (Data Channel) is organically integrated with the existing audio/video channel (Audio/Video Channel) to provide users with new multimedia services; for the customer service number and the information of the calling terminal, the customer service application is accurately pushed, allowing users to make calls
  • the trouble of selecting the corresponding button for listening and playback is eliminated, and the picture-based method is used to manually click and select at a glance, which achieves the effect of improving the interactive experience.
  • 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 storage medium (such as ROM/RAM, disk, CD) contains several instructions to make a terminal device (which may be a mobile phone, a computer, a server, or a network device, etc.) execute the methods described in various embodiments of the present disclosure.
  • a device for transmitting interaction information is also provided, and the device is used to realize the above embodiments and preferred implementation modes, and what has already been described will not be repeated.
  • the term "module” may be a combination of software and/or hardware that realizes a predetermined function.
  • the devices described in the following embodiments are preferably implemented in software, implementations in hardware, or a combination of software and hardware are also possible and contemplated.
  • Fig. 8 is a structural block diagram of an apparatus for transmitting interaction information according to an embodiment of the present disclosure. As shown in Fig. 8, the apparatus includes:
  • the first obtaining module 802 is configured to obtain a target request sent by a target terminal, wherein the target request is a request generated by a target account on the target terminal calling a target number, and the target request is used for requesting a connection with the target The customer service response corresponding to the number;
  • a response module 804 configured to, in response to the target request, establish a target data channel, and acquire the first identification information of the target terminal and/or the second identification information of the target account;
  • the second obtaining module 806 is configured to obtain a menu item matching the first identification information and/or the second identification information from the multi-level customer service menu items corresponding to the target number;
  • the processing module 808 is configured to form the acquired menu items into the target menu item list in picture format, and send the target menu item list to the target terminal through the target data channel, wherein the target menu The menu items in the item list are set to allow interactive operations to be performed;
  • the third obtaining module 810 is configured to obtain the first interaction information sent by the target terminal through the target data channel, where the first interaction information is to perform interaction on the first menu item in the target menu item list Interaction information generated by the operation.
  • the above response module 804 includes: an establishment unit configured to establish the target data channel based on the target number included in the target request, wherein the target data channel is the A channel between the application management server and the target terminal, where the target data channel corresponds to the target number.
  • the above-mentioned response module 804 includes: a first obtaining unit configured to obtain the first identification information of the target terminal, wherein the first identification information includes at least one of the following: The model of the target terminal, the chip information of the target terminal, the audio and video capability information of the target terminal; and/or a second acquisition unit configured to acquire the second information of the target account through the business operation support system BOSS Identification information, wherein the second identification information includes at least one of the following: the type of the target account, and the type of service subscribed by the target account.
  • the above-mentioned second acquisition module 806 includes: a first search unit, configured to search for a first menu item set in the multi-level customer service menu items, wherein, in the first menu item set The menu item matches the subscription information and/or historical interaction information of the target account indicated by the second identification information, and the historical interaction information is used to indicate that the target account has completed the call selected when calling the target number A menu item, the subscription information is used to indicate the service subscribed by the target account; a second search unit is configured to search the first menu item set for the services supported by the target terminal represented by the first identification information A second set of menu items; or a third search unit, configured to search for a third set of menu items supported by the target terminal represented by the first identification information in the multi-level customer service menu items; a fourth search unit, It is set to search for a fourth menu item set in the third menu item set, where the menu items in the fourth menu item set are related to the subscription information and the subscription information of the target account represented by the second identification information /or the historical
  • the above-mentioned processing module 808 includes: a first generation unit configured to generate one or more target icons based on each item in the menu items, wherein the target icon includes a unified resource Locating URL links, where the URL links are set to allow interactive operations to be performed; a second generation unit configured to generate the target menu item list including one or more target icons.
  • the processing module 808 includes: a first forming unit configured to form the obtained menu items into the target menu item list in image format, wherein the target menu item list includes a single Level menu items, each menu item in the target menu item list is set to allow interactive operations to be performed; or a second forming unit is set to form the acquired menu items into the target menu items in picture format list, wherein the target menu item list includes at least two levels of menu items, and each menu item in the target menu item list is set to allow interactive operations to be performed.
  • the above-mentioned processing module 808 includes: a first sending unit configured to send the target The menu item list is sent to the target terminal as a whole; or the second sending unit is configured to send the target menu item list through the target data channel when the target menu item list includes at least two levels of menu items.
  • the first-level menu items in the target terminal are sent to the target terminal; the third sending unit is configured to, after obtaining the second interaction information sent by the target terminal, list the target menu items through the target data channel
  • the second-level menu item of the second-level menu item is sent to the target terminal, wherein the second interaction information is the interaction information generated by the target terminal performing an interactive operation on the target menu item in the first-level menu item, so
  • the second-level menu item is a lower-level menu item of the target menu item in the first-level menu items.
  • the above apparatus further includes: a determining module configured to, after acquiring the first interaction information sent by the target terminal through the target data channel, determine that the interaction information corresponding to the first interaction information The page information of the target business; the sending module is configured to send the page information to the target terminal, so as to display the page information on the target terminal.
  • the above-mentioned modules can be realized by software or hardware. For the latter, it can be realized by the following methods, but not limited to this: the above-mentioned modules are all located in the same processor; or, the above-mentioned modules can be combined in any combination The forms of are located in different processors.
  • Embodiments of the present disclosure also provide a computer-readable storage medium, in which a computer program is stored, wherein, when the computer program is executed by a processor, the steps in any one of the above method embodiments are executed.
  • the above-mentioned computer-readable storage medium may include but not limited to: U disk, read-only memory (Read-Only Memory, referred to as ROM), random access memory (Random Access Memory, referred to as RAM) , mobile hard disk, magnetic disk or optical disk and other media that can store computer programs.
  • ROM read-only memory
  • RAM random access memory
  • mobile hard disk magnetic disk or optical disk and other media that can store computer programs.
  • Embodiments of the present disclosure also provide an electronic device, including a memory and a processor, where a computer program is stored in the memory, and the processor is configured to run the computer program to execute the steps in any one of the above method embodiments.
  • the electronic device may further include a transmission device and an input and output device, wherein the transmission device is connected to the processor, and the input and output device is connected to the processor.
  • each module or each step of the above-mentioned disclosure can be realized by a general-purpose computing device, and they can be concentrated on a single computing device, or distributed in a network composed of multiple computing devices In fact, they can be implemented in program code executable by a computing device, and thus, they can be stored in a storage device to be executed by a computing device, and in some cases, can be executed in an order different from that shown here. Or described steps, or they are fabricated into individual integrated circuit modules, or multiple modules or steps among them are fabricated into a single integrated circuit module for implementation. As such, the present disclosure is not limited to any specific combination of hardware and software.

Abstract

本公开实施例提供了一种交互信息的传输方法、装置、存储介质及电子装置，其中，该方法包括：获取目标终端发送的目标请求，目标请求是目标终端上的目标帐号呼叫目标号码所产生的请求；响应于目标请求，建立目标数据通道，并获取目标终端的第一标识信息和/或目标帐号的第二标识信息；获取与第一标识信息和/或第二标识信息匹配的菜单项；将菜单项形成图片格式的目标菜单项列表，并通过目标数据通道发送给目标终端，目标菜单项列表中的菜单项被设置为允许被执行交互操作；通过目标数据通道获取目标终端对目标菜单项列表执行交互操作产生的第一交互信息。

Description

交互信息的传输方法、装置、存储介质及电子装置 技术领域
本公开实施例涉及通信领域，具体而言，涉及一种交互信息的传输方法、装置、存储介质及电子装置。
背景技术
随着互联网及电子商务的应用与普及，各行业的服务水平也得到了很大的提升，很多行业都开通了客服系统，为企业、政府机构、服务机构与用户之间搭建了良好的平台，例如，政府热线、电信或金融行业的客服电话等，为广大用户带来了便利，但是，现有的客服系统中，主要基于通话过程中的语音交流，而用户“游离”在业务之外，只能被动地使用，基本不能进行任何交互式体验，由于客服的语音流程较长，用户需要从开始一直听到最后，才可能找到自己想要的选项，有时又会因为理解偏差导致入口选错，从而要回到原始流程，用户无法直观的看到整个流程，业务使用体验很差。
针对相关技术中存在的客服系统的交互体验差的技术问题，目前尚未提出有效的解决方案。
发明内容
本公开实施例提供了一种交互信息的传输方法、装置、存储介质及电子装置，以至少解决相关技术中存在的客服系统的交互体验差的技术问题。
根据本公开的一个实施例，提供了一种交互信息的传输方法，包括：获取目标终端发送的目标请求，其中，所述目标请求是所述目标终端上的目标帐号呼叫目标号码所产生的请求，所述目标请求用于请求与所述目标号码对应的客服应答；响应于所述目标请求，建立目标数据通道，并获取所述目标终端的第一标识信息和/或所述目标帐号的第二标识信息；在与所述目标号码对应的多级客服菜单项中获取与所述第一标识信息和/或所述第二标识信息匹配的菜单项；将获取到的菜单项形成图片格式的所述目标菜单项列表，并通过所述目标数据通道将所述目标菜单项列表发送给所述目标终端，其中，所述目标菜单项列表中的菜单项被设置为允许被执行交互操作；获取所述目标终端通过所述目标数据通道发送的第一交互信息，其中，所述第一交互信息是对所述目标菜单项列表中的第一菜单项执行交互操作所产生的交互信息。
根据本公开的另一个实施例，提供了一种交互信息的传输装置，包括：第一获取模块，设置为获取目标终端发送的目标请求，其中，所述目标请求是所述目标终端上的目标帐号呼叫目标号码所产生的请求，所述目标请求用于请求与所述目标号码对应的客服应答；响应模块，设置为响应于所述目标请求，建立目标数据通道，并获取所述目标终端的第一标识信息和/或所述目标帐号的第二标识信息；第二获取模块，设置为在与所述目标号码对应的多级客服菜单项中获取与所述第一标识信息和/或所述第二标识信息匹配的菜单项；处理模块，设置为将获取到的菜单项形成图片格式的所述目标菜单项列表，并通过所述目标数据通道将所述目标菜单项列表发送给所述目标终端，其中，所述目标菜单项列表中的菜单项被设置为允许被执 行交互操作；第三获取模块，设置为获取所述目标终端通过所述目标数据通道发送的第一交互信息，其中，所述第一交互信息是对所述目标菜单项列表中的第一菜单项执行交互操作所产生的交互信息。
根据本公开的又一个实施例，还提供了一种计算机可读存储介质，所述计算机可读存储介质中存储有计算机程序，其中，所述计算机程序被设置为运行时执行上述任一项方法实施例中的步骤。
根据本公开的又一个实施例，还提供了一种电子装置，包括存储器和处理器，所述存储器中存储有计算机程序，所述处理器被设置为运行所述计算机程序以执行上述任一项方法实施例中的步骤。
附图说明
此处所说明的附图用来提供对本公开的进一步理解，构成本申请的一部分，本公开的示例性实施例及其说明用于解释本公开，并不构成对本公开的不当限定。在附图中：
图1是本公开实施例的交互信息的传输方法的移动终端硬件结构框图；
图2是根据本公开实施例的交互信息的传输方法的流程图；
图3是根据本公开具体实施例的交互信息的传输的整体组网架构图；
图4是根据本公开具体实施例的智能客服系统的网络结构示意图；
图5是根据本公开具体实施例的数据通道的实施示例图；
图6是根据本公开具体实施例的智能客服个性化应用列表生成示例图；
图7是根据本公开具体实施例的智能客服应用下发示例图；
图8是根据本公开实施例的交互信息的传输装置的结构框图。
具体实施方式
为了使本技术领域的人员更好地理解本公开方案，下面将结合本公开实施例中的附图，对本公开实施例中的技术方案进行清楚、完整地描述，显然，所描述的实施例仅仅是本公开一部分的实施例，而不是全部的实施例。基于本公开中的实施例，本领域普通技术人员在没有做出创造性劳动前提下所获得的所有其他实施例，都应当属于本公开保护的范围。
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。此外，术语“包括”和“具有”以及他们的任何变形，意图在于覆盖不排他的包含，例如，包含了一系列步骤或单元的过程、方法、系统、产品或设备不必限于清楚地列出的那些步骤或单元，而是可包括没有清楚地列出的或对于这些过程、方法、产品或设备固有的其它步骤或单元。
本申请实施例中所提供的方法实施例可以在移动终端、计算机终端或者类似的运算装置中执行。以运行在移动终端上为例，图1是本公开实施例的交互信息的传输方法的移动终端硬件结构框图，如图1所示，移动终端可以包括一个或多个(图1中仅示出一个)处理器102(处理器102可以包括但不限于微处理器MCU或可编程逻辑器件FPGA等的处理装置)和设置为存储数据的存储器104，其中，上述移动终端还可以包括设置为通信功能的传输设备 106以及输入输出设备108。本领域普通技术人员可以理解，图1所示的结构仅为示意，其并不对上述移动终端的结构造成限定。例如，移动终端还可包括比图1中所示更多或者更少的组件，或者具有与图1所示不同的配置。
存储器104可设置为存储计算机程序，例如，应用软件的软件程序以及模块，如本公开实施例中的交互信息的传输方法对应的计算机程序，处理器102通过运行存储在存储器104内的计算机程序，从而执行各种功能应用以及数据处理，即实现上述的方法。存储器104可包括高速随机存储器，还可包括非易失性存储器，如一个或者多个磁性存储装置、闪存、或者其他非易失性固态存储器。在一些实例中，存储器104可进一步包括相对于处理器102远程设置的存储器，这些远程存储器可以通过网络连接至移动终端。上述网络的实例包括但不限于互联网、企业内部网、局域网、移动通信网及其组合。
传输装置106设置为经由一个网络接收或者发送数据。上述的网络具体实例可包括移动终端的通信供应商提供的无线网络。在一个实例中，传输装置106包括一个网络适配器(Network Interface Controller，简称为NIC)，其可通过基站与其他网络设备相连从而可与互联网进行通讯。在一个实例中，传输装置106可以为射频(Radio Frequency，简称为RF)模块，其设置为通过无线方式与互联网进行通讯。
在本实施例中提供了一种建立连接的方法，图2是根据本公开实施例的交互信息的传输方法的流程图，如图2所示，该流程包括如下步骤：
步骤S202，获取目标终端发送的目标请求，其中，所述目标请求是所述目标终端上的目标帐号呼叫目标号码所产生的请求，所述目标请求用于请求与所述目标号码对应的客服应答；
步骤S204，响应于所述目标请求，建立目标数据通道，并获取所述目标终端的第一标识信息和/或所述目标帐号的第二标识信息；
步骤S206，在与所述目标号码对应的多级客服菜单项中获取与所述第一标识信息和/或所述第二标识信息匹配的菜单项；
步骤S208，将获取到的菜单项形成图片格式的所述目标菜单项列表，并通过所述目标数据通道将所述目标菜单项列表发送给所述目标终端，其中，所述目标菜单项列表中的菜单项被设置为允许被执行交互操作；
步骤S210，获取所述目标终端通过所述目标数据通道发送的第一交互信息，其中，所述第一交互信息是对所述目标菜单项列表中的第一菜单项执行交互操作所产生的交互信息。
通过上述步骤，网络侧可基于目标终端发送的目标请求，建立目标数据通道，并获取目标终端的第一标识信息和/或目标帐号的第二标识信息，再基于第一标识信息和/或目标帐号的第二标识信息为目标终端推荐匹配的客服菜单项，并且将菜单项以图片格式通过目标数据通道发送给目标终端，以用于用户在目标终端执行交互操作，而且网络侧还可通过目标数据通道获取用户在目标终端执行交互操作所产生的交互信息，实现了基于目标终端的标识信息和/或目标帐号的标识信息为目标终端推荐匹配的客服菜单项的目的，同时还实现了目标终端与网络侧之间进行交互信息的传输的目的，因此，可以解决相关技术中存在的客服系统的交互体验差的技术问题，达到了提升用户使用体验的效果。
其中，上述步骤的执行主体可以为网络侧，或网络终端，或服务器端，如上述应用管理服务器，上述步骤的执行主体还可以是其他的具备类似处理能力的处理设备或处理单元等，但不限于此。下面以网络侧执行上述操作为例(仅是一种示例性说明，在实际操作中还可以 是其他的设备或模块来执行上述操作)进行说明：
在上述实施例中，当用户通过目标终端(如手机、ipad或其它终端)呼叫目标号码以请求客服应答时，例如，目标号码为政府热线，或不同行业或企业的客服电话等，网络侧获取目标终端发送的目标请求，并响应于该请求，建立目标数据通道，并获取目标终端的第一标识信息和/或目标帐号的第二标识信息，在实际应用中，网络侧可通过业务运营支撑系统BOSS获取目标账号的第二标识信息，第二标识信息可包括用户的身份信息，订购的业务信息或其它信息，同时网络侧还可探知目标终端的第一标识信息，例如，第一标识信息可包括终端网络信息，终端设备的型号、芯片信息，拨打的被叫号码信息，以及终端的音视频能力信息等，目标数据通道为目标终端与网络侧的应用管理服务器之间的通道，该目标数据通道用于在目标终端与目标号码所对应的服务器之间传输数据；网络侧可基于第一标识信息和/或第二标识信息从与目标号码对应的多级客服菜单项中确定出匹配的菜单项，即网络侧基于目标终端的标识信息和/或目标帐号的标识信息，实现精准定位用户信息的目的，从而推送与用户相关的客服菜单项；然后，网络侧将获取到的菜单项形成图片格式的目标菜单项列表，并通过上述目标数据通道发送给目标终端，目标菜单项列表中的菜单项被设置为允许被执行交互操作，在实际应用中，在将图片形式的目标菜单项列表发送给目标终端时，图片(或图标)中包括统一资源定位URL链接，该URL链接可被执行交互操作，当用户在目标终端执行交互操作时，例如点击图片(或图标)时将产生交互信息；网络侧再获取目标终端通过目标数据通道发送的第一交互信息，实现了基于目标终端的标识信息和/或目标帐号的标识信息为目标终端推荐匹配的客服菜单项的目的，同时还实现了目标终端与网络侧之间进行交互信息的传输的目的，因此，可以解决相关技术中存在的客服系统的交互体验差的技术问题，达到了提升用户使用体验的效果。
在一个可选的实施例中，所述响应于所述目标请求，建立目标数据通道，包括：基于所述目标请求中包括的所述目标号码，应用管理服务器建立所述目标数据通道，其中，所述目标数据通道为所述应用管理服务器和所述目标终端之间的通道，所述目标数据通道与所述目标号码对应。在本实施例中，网络侧的应用管理服务器基于目标号码建立与目标该目标号码对应的目标数据通道，该目标数据通道用于在应用管理服务器和目标终端之间传输数据，例如，目标数据通道用于传输目标帐号呼叫目标号码成功后产生的交互信息，或用于传输应用管理服务器响应目标终端的交互操作而返回的菜单项信息或与菜单项对应的页面信息，避免了相关技术中仅能通过语音通道进行语音交流从而导致用户使用体验差的问题。通过本实施例，实现了在目标终端与应用管理服务器之间建立目标数据通道的目的。
在一个可选的实施例中，所述获取所述目标终端的第一标识信息和/或所述目标帐号的第二标识信息，包括：应用管理服务器获取所述目标终端的所述第一标识信息，其中，所述第一标识信息包括以下至少之一：所述目标终端的型号，所述目标终端的芯片信息，所述目标终端的音视频能力信息；和/或所述应用管理服务器通过业务运营支撑系统BOSS获取所述目标帐号的所述第二标识信息，其中，所述第二标识信息包括以下至少之一：所述目标帐号的类型，所述目标帐号所订购的业务类型。在本实施例中，应用管理服务器可获取目标终端的第一标识信息，第一标识信息可包括目标终端的网络信息，例如PS/WIFI，或目标终端设备信息，例如目标终端的型号、芯片信息，或拨打的被叫号码信息，或目标终端的音视频能力信息等；和/或应用管理服务器可通过BOSS系统获取目标帐号的第二标识信息，第二标识信 息可包括目标帐号的类型，例如VIP用户、企业用户或黑名单用户等，或目标帐号所订购的业务类型，如感兴趣的业务，或用户的注册信息等，在实际应用中，可获取第一标识信息、第二标识信息其中之一，也可同时获取第一标识信息和第二标识信息。通过本实施例，实现了获取目标终端的标识信息和/或目标帐号的标识信息的目的，以实现精准定位用户信息的目的，从而进一步实现为用户或目标终端提供匹配的客服菜单项的目的。
在一个可选的实施例中，在与所述目标号码对应的多级客服菜单项中获取与所述第一标识信息和/或所述第二标识信息匹配的菜单项，包括：应用管理服务器在所述多级客服菜单项中查找第一菜单项集合，其中，所述第一菜单项集合中的菜单项与所述第二标识信息表示的所述目标帐号的订阅信息和/或历史交互信息匹配，所述历史交互信息用于指示所述目标帐号已完成的呼叫所述目标号码时选择的菜单项，所述订阅信息用于指示所述目标帐号订阅的业务；所述应用管理服务器在所述第一菜单项集合中查找所述第一标识信息表示的所述目标终端所支持的第二菜单项集合；或者所述应用管理服务器在所述多级客服菜单项中查找所述第一标识信息表示的所述目标终端所支持的第三菜单项集合；所述应用管理服务器在所述第三菜单项集合中查找第四菜单项集合，其中，所述第四菜单项集合中的菜单项与所述第二标识信息表示的所述目标帐号的所述订阅信息和/或所述历史交互信息匹配；或者所述应用管理服务器在所述多级客服菜单项中查找第一菜单项集合，其中，所述第一菜单项集合中的菜单项与所述第二标识信息表示的所述目标帐号的订阅信息和/或历史交互信息匹配，所述历史交互信息用于指示所述目标帐号已完成的呼叫所述目标号码时选择的菜单项，所述订阅信息用于指示所述目标帐号订阅的业务；或者所述应用管理服务器在所述多级客服菜单项中查找所述第一标识信息表示的所述目标终端所支持的第三菜单项集合。在本实施例中，应用管理服务器在获取与第一标识信息和/或第二标识信息相匹配的菜单项时，可选地，可以先从与目标号码对应的多级客服菜单项中查找与第二标识信息相匹配的第一菜单项集合，其中，第二标识信息中可包括目标账号的订阅信息，例如目标账号订购的业务信息，或者，第二标识信息中可包括目标帐号历史交互信息，例如，该目标帐号在过去一段时间内拨打目标号码过程中所选择的不同级菜单项或不同类型菜单业务的信息，再从第一菜单项集合中查找出与第一标识信息中所表示的目标终端可支持的第二菜单项集合；或者，可选地，应用管理服务器在获取与第一标识信息和/或第二标识信息相匹配的菜单项时，可以先从与目标号码对应的多级客服菜单项中查找与第一标识信息相匹配的第三菜单项集合，再从第三菜单项集合中查找与第二标识信息所表示的目标帐号的订阅信息和/或历史交互信息相匹配的第四菜单项集合；或者，可选地，应用管理服务器在获取与第一标识信息和/或第二标识信息相匹配的菜单项时，仅查找与第二标识信息相匹配的上述第一菜单项集合；或者，可选地，应用管理服务器在获取与第一标识信息和/或第二标识信息相匹配的菜单项时，仅查找与第一标识信息所表示的目标终端支持的上述第三菜单项集合。通过本实施例，实现了基于第一标识信息和/或第二标识信息确定出相匹配的菜单项的目的，进而实现为用户或目标终端提供更精准的菜单项服务的目的。
在一个可选的实施例中，所述将获取到的菜单项形成图片格式的所述目标菜单项列表，包括：应用管理服务器基于所述菜单项中的每一项生成一个或多个目标图标，其中，所述目标图标中包括统一资源定位URL链接，所述URL链接被设置为允许被执行交互操作；所述应用管理服务器生成包括一个或多个所述目标图标的所述目标菜单项列表。在本实施例中，菜单项中的每一项均形成图片格式，每一项菜单对应生成一个目标图标，即目标菜单项列表中 可包括一个或多个目标图标，且每个目标图标中包括有统一资源定位URL链接，该URL链接允许被执行交互操作，例如，用户通过在目标终端点击图标而触发URL链接，从而产生交互信息，目标终端可通过上述目标数据通道将交互信息发送至应用管理服务器。通过本实施例，实现了将菜单项以图片格式发送给目标终端并允许被执行交互操作的目的，避免了相关技术中仅能通过语音交流从而导致交互体验差的问题。
在一个可选的实施例中，所述将获取到的菜单项形成图片格式的所述目标菜单项列表，包括：应用管理服务器将获取到的菜单项形成为图片格式的所述目标菜单项列表，其中，所述目标菜单项列表包括单级的菜单项，所述目标菜单项列表中的每个菜单项被设置为允许被执行交互操作；或者所述应用管理服务器将获取到的菜单项形成为图片格式的所述目标菜单项列表，其中，所述目标菜单项列表包括至少2级的菜单项，所述目标菜单项列表中的每个菜单项被设置为允许被执行交互操作。在本实施例中，目标菜单项列表可以是包括单级的菜单项，例如，目标菜单项列表为与目标号码对应的多级客服菜单项的第一级菜单，可选地，目标菜单项列表还可以是包括至少2级的菜单项，例如，目标菜单项列表为与目标号码对应的多级客服菜单项的第一级、第二级共2级菜单项，或第一级至第三级共3级菜单项，或者更多级的菜单项，又或者是第一级菜单项中的部分和第二级菜单项中的部分等，即对于树状结构的多级客服菜单项，目标菜单项列表可以是多级客服菜单项中部分的叶子节点上的菜单项。通过本实施例，实现了为用户或目标终端提供不同形式的目标菜单列表的目的。
在一个可选的实施例中，所述通过所述目标数据通道将所述目标菜单项列表发送给所述目标终端，包括：在所述目标菜单项列表包括至少2级的菜单项的情况下，所述应用管理服务器通过所述目标数据通道将所述目标菜单项列表整体发送给所述目标终端；或者在所述目标菜单项列表包括至少2级的菜单项的情况下，所述应用管理服务器通过所述目标数据通道将所述目标菜单项列表中的第一级菜单项发送给所述目标终端；在获取到所述目标终端发送的第二交互信息之后，所述应用管理服务器通过所述目标数据通道将所述目标菜单项列表中的第二级菜单项发送给所述目标终端，其中，所述第二交互信息是所述目标终端对所述第一级菜单项中的目标菜单项执行了交互操作所产生的交互信息，所述第二级菜单项是所述第一级菜单项中的所述目标菜单项的下一级菜单项。在本实施例中，应用管理服务器可将目标菜单项列表中包括的至少2级的菜单项整体发送给目标终端，可选地，应用管理服务器可将目标菜单项列表中的第一级菜单项发送给目标终端，当在目标终端产生第二交互信息后，即用户通过目标终端执行交互操作后，应用管理服务器再通过目标数据通道将第二级菜单项发送给目标终端，类似地，当目标菜单项列表中包括更多级菜单项时，在获取目标终端发送的下一步交互信息后，再依次将下一级的菜单项发送给目标终端，而相关技术中仅能通过语音通道进行语音交流以选择菜单项，导致基本没有交互式体验，本公开实施例有效解决了客服系统的交互体验差的问题，达到了提升用户使用体验的效果。
在一个可选的实施例中，所述方法还包括：在获取所述目标终端通过所述目标数据通道发送的所述第一交互信息之后，确定与所述第一交互信息对应的目标业务的页面信息；将所述页面信息发送至所述目标终端，以在所述目标终端上显示所述页面信息。在本实施例中，当用户在目标终端点击菜单项列表中的图标以触发URL链接，从而产生第一交互信息，应用管理服务器在获取到第一交互信息之后，确定与第一交互信息对应的目标业务的页面信息，在实际应用中，应用管理服务器中包括多个不同应用的服务器，例如H5服务器，每个不同应 用的服务器分别对应不同的目标号码，然后将页面信息发送至目标终端，以使目标终端可现实页面信息。需要说明的是，当目标菜单项列表包括多级菜单项，应用管理服务器先将第一级菜单项发送给目标终端，此时应用管理服务器在获取到第一交互信息之后，先将所选菜单项对应的第二级菜单发送给目标终端，直至用户通过目标终端执行最后一级菜单项的交互操作后，应用管理服务器再将对应的目标业务的页面信息发送给目标终端，即目标终端下载菜单项对应的目标业务信息。通过本实施例，实现了目标终端通过目标数据通道下载目标业务信息的目的。
显然，上述所描述的实施例仅仅是本公开一部分的实施例，而不是全部的实施例。下面结合具体实施例对本公开进行具体说明：
图3是根据本公开具体实施例的交互信息的传输的整体组网架构图，如图3所示，该系统包括：Boss系统302(或称为BOSS系统，即，业务运营支撑系统)，应用管理平台304(对应于前述应用管理服务器)，网管系统306，新通话平台308，自有应用AS(Application Server)310，基础音视频能力网元312，新通话媒体面314；其中，应用管理平台基于新通话平台和Boss系统之间，一方面接收北向来自Boss系统的用户身份信息(对应于前述第二标识信息)，一方面接收来自南向新通话平台的用户终端信息(对应于前述第一标识信息)，将两种信息进行整合分析，从而精准定位用户信息，达到了对用户信息进行精确定位的目的。
在用户使用客服业务时，根据分析后的结果，即根据精准定位的用户信息，推送与用户相关信息，从而提升用户的体验，达到了提升用户使用体验的效果。
在本公开实施例中还提供了一种智能客服系统，图4是根据本公开具体实施例的智能客服系统的网络结构示意图，现结合图4对本公开实施例中的客服系统与相关技术中的客服系统的区别进行说明，本公开具体实施例的智能客服系统相当于是对传统客服系统进行了较大的改造，图4中左侧(白底背景)对应为传统客服系统中的相关网元，右侧(深灰底色背景)对应为本公开实施例中的智能客服系统中的网元；
从图4中可看出，本公开实施例的智能客服系统包含新型的UI终端，该新型UI终端相对于传统客服系统中的传统UI终端，增加了数据协议栈；此外，传统的VoNR SBC仅支持音视频通道(如图4中Audio/Video通道)，而本公开实施例中的智能客服系统中不仅支持Audio/Video通道，还增加了Data Channel通道(或称为数据通道，又或称为专用数据通道)；本公开实施例中的智能客服系统中还新增了业务管理平台，如图4中的eVoNR业务平台，该业务平台中包含交互式业务和沉浸式业务，此外，还增加了新媒体服务器，如图4中的eVoNR媒体服务器，图4中虚线框部分相当于图3中的新通话平台。在本系统中，可通过数据通道向终端发送匹配的菜单项，还可通过数据通道接收终端发送的交互信息(即用户通过终端对菜单项执行交互操作所产生的交互信息)，在接收到终端发送的交互信息之后，还可通过数据通道将与交互信息所对应的目标业务的信息发送给终端，以上均是相关技术的客服系统中所不具备的。
在本公开实施例中，在完成整体组网架构以及系统改造之后，需要具体实施，整体实施方案可分为三个部分：DC通道的实施、智能客服个性化应用列表生成、智能客服应用下发。下面从三个部分分别进行说明：
图5是根据本公开具体实施例的数据通道的实施示例图，如图5所示，其中，
信令通道：复用VoLTE的通道，在VoLTE呼叫中完成DC通道的协商，即在基于SIP协 议的会话中协商建立DC通道；
媒体通道：使用新建的DC通道，在DC通道中运行HTTP协议或其他应用协议；
在实际应用中，可复用VoLTE的注册鉴权，即通过信令通道进行信令鉴权；在媒体鉴权方面：对于经过VoLTE SBC的协议，可以不鉴权，对于不经过VoLTE SBC的协议，例如，HTTP协议，可以使用BSF鉴权；
而在被叫用户寻址方面，使用标准的VoLTE呼叫进行寻址，在用户分大区部署方面，仍沿用现有的VoLTE分大区部署。
图6是根据本公开具体实施例的智能客服个性化应用列表生成示例图，如图6所示，其中，应用管理平台的功能包括：1)初始应用列表的管理及维护，前导程序框架的更新、发布；2)探知终端能力，具体包含如终端网络：PS/WIFI，终端设备：型号、芯片信息，终端信息：拨打的被叫号码，音视频能力，终端的订购关系：VIP用户，企业用户，黑白名单等等；3)支持生成个性化应用列表；4)支持终端下载应用列表(对应于前述目标菜单项列表)。
DC client通过bootstrap DC建立呼叫，新通话平台通过DC通道(对应于前述目标数据通道)与应用管理平台建立连接，应用管理平台基于用户信息生成应用列表，并支持终端下载应用列表。
图7是根据本公开具体实施例的智能客服应用下发示例图，如图7所示，下面对各端的功能说明如下：
终端UEA：呼叫智能客服系统，并通过VoLTE通道完成DC通道的协商，申请创建DC通道及申请应用列表；
VoLTEA：创建DC通道，在DC通道中运行HTTP协议或其他应用协议；
新通话媒体面：传递并获取UEA的媒体信息；
新通话平台：作为整个新通话的汇集点，进行业务分发传递；
应用管理服务器(对应于前述应用管理平台)：在智能客服系统中用于管理应用，控制应用的下发和使用；
需要说明的是，终端通过DC通道获取由应用管理服务器发送的应用列表(对应于前述目标菜单项列表)后，将应用列表放入终端本地网络tab页中，终端再根据用户在不同tab页中的操作(对应于前述交互操作)，将产生交互信息(对应于前述第一交互信息，或第二交互信息)，然后通过不同的DC通道下载应用列表中对应某项应用(相当于前述目标菜单项列表中的某一项菜单)的信息，例如，管理服务器将某项应用对应的H5页面信息发送给终端，以在终端上显示该页面信息。
通过本公开实施例，基于5G新通话的Data Channel技术，采用应用管理平台(Application Management)精准定位号码信息，用户侧信息，精确推送个性化内容；与客服系统的通话流程，在IMS网络中引入数据通道(Data Channel)，和现有的音视频通道(Audio/Video Channel)有机融合，向用户提供新型多媒体业务；针对客服号码以及主叫终端的信息，精准推送客服应用，让用户拨打电话的过程中，免去听放音对应按键选择的烦恼，采用图片化方式，一目了然进行手动点击选择，达到了提升交互式体验的效果。
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所述的方法。
在本实施例中还提供了一种交互信息的传输装置，该装置用于实现上述实施例及优选实施方式，已经进行过说明的不再赘述。如以下所使用的，术语“模块”可以实现预定功能的软件和/或硬件的组合。尽管以下实施例所描述的装置较佳地以软件来实现，但是硬件，或者软件和硬件的组合的实现也是可能并被构想的。
图8是根据本公开实施例的交互信息的传输装置的结构框图，如图8所示，该装置包括：
第一获取模块802，设置为获取目标终端发送的目标请求，其中，所述目标请求是所述目标终端上的目标帐号呼叫目标号码所产生的请求，所述目标请求用于请求与所述目标号码对应的客服应答；
响应模块804，设置为响应于所述目标请求，建立目标数据通道，并获取所述目标终端的第一标识信息和/或所述目标帐号的第二标识信息；
第二获取模块806，设置为在与所述目标号码对应的多级客服菜单项中获取与所述第一标识信息和/或所述第二标识信息匹配的菜单项；
处理模块808，设置为将获取到的菜单项形成图片格式的所述目标菜单项列表，并通过所述目标数据通道将所述目标菜单项列表发送给所述目标终端，其中，所述目标菜单项列表中的菜单项被设置为允许被执行交互操作；
第三获取模块810，设置为获取所述目标终端通过所述目标数据通道发送的第一交互信息，其中，所述第一交互信息是对所述目标菜单项列表中的第一菜单项执行交互操作所产生的交互信息。
在一个可选的实施例中，上述响应模块804包括：建立单元，设置为基于所述目标请求中包括的所述目标号码，建立所述目标数据通道，其中，所述目标数据通道为所述应用管理服务器和所述目标终端之间的通道，所述目标数据通道与所述目标号码对应。
在一个可选的实施例中，上述响应模块804包括：第一获取单元，设置为获取所述目标终端的所述第一标识信息，其中，所述第一标识信息包括以下至少之一：所述目标终端的型号，所述目标终端的芯片信息，所述目标终端的音视频能力信息；和/或第二获取单元，设置为通过业务运营支撑系统BOSS获取所述目标帐号的所述第二标识信息，其中，所述第二标识信息包括以下至少之一：所述目标帐号的类型，所述目标帐号所订购的业务类型。
在一个可选的实施例中，上述第二获取模块806包括：第一查找单元，设置为在所述多级客服菜单项中查找第一菜单项集合，其中，所述第一菜单项集合中的菜单项与所述第二标识信息表示的所述目标帐号的订阅信息和/或历史交互信息匹配，所述历史交互信息用于指示所述目标帐号已完成的呼叫所述目标号码时选择的菜单项，所述订阅信息用于指示所述目标帐号订阅的业务；第二查找单元，设置为在所述第一菜单项集合中查找所述第一标识信息表示的所述目标终端所支持的第二菜单项集合；或者第三查找单元，设置为在所述多级客服菜单项中查找所述第一标识信息表示的所述目标终端所支持的第三菜单项集合；第四查找单元，设置为在所述第三菜单项集合中查找第四菜单项集合，其中，所述第四菜单项集合中的菜单项与所述第二标识信息表示的所述目标帐号的所述订阅信息和/或所述历史交互信息匹配；或者第五查找单元，设置为在所述多级客服菜单项中查找第一菜单项集合，其中，所述第一菜 单项集合中的菜单项与所述第二标识信息表示的所述目标帐号的订阅信息和/或历史交互信息匹配，所述历史交互信息用于指示所述目标帐号已完成的呼叫所述目标号码时选择的菜单项，所述订阅信息用于指示所述目标帐号订阅的业务；或者第六查找单元，设置为在所述多级客服菜单项中查找所述第一标识信息表示的所述目标终端所支持的第三菜单项集合。
在一个可选的实施例中，上述处理模块808包括：第一生成单元，设置为基于所述菜单项中的每一项生成一个或多个目标图标，其中，所述目标图标中包括统一资源定位URL链接，所述URL链接被设置为允许被执行交互操作；第二生成单元，设置为生成包括一个或多个所述目标图标的所述目标菜单项列表。
在一个可选的实施例中，上述处理模块808包括：第一形成单元，设置为将获取到的菜单项形成为图片格式的所述目标菜单项列表，其中，所述目标菜单项列表包括单级的菜单项，所述目标菜单项列表中的每个菜单项被设置为允许被执行交互操作；或者第二形成单元，设置为将获取到的菜单项形成为图片格式的所述目标菜单项列表，其中，所述目标菜单项列表包括至少2级的菜单项，所述目标菜单项列表中的每个菜单项被设置为允许被执行交互操作。
在一个可选的实施例中，上述处理模块808包括：第一发送单元，设置为在所述目标菜单项列表包括至少2级的菜单项的情况下，通过所述目标数据通道将所述目标菜单项列表整体发送给所述目标终端；或者第二发送单元，设置为在所述目标菜单项列表包括至少2级的菜单项的情况下，通过所述目标数据通道将所述目标菜单项列表中的第一级菜单项发送给所述目标终端；第三发送单元，设置为在获取到所述目标终端发送的第二交互信息之后，通过所述目标数据通道将所述目标菜单项列表中的第二级菜单项发送给所述目标终端，其中，所述第二交互信息是所述目标终端对所述第一级菜单项中的目标菜单项执行了交互操作所产生的交互信息，所述第二级菜单项是所述第一级菜单项中的所述目标菜单项的下一级菜单项。
在一个可选的实施例中，上述装置还包括：确定模块，设置为在获取所述目标终端通过所述目标数据通道发送的所述第一交互信息之后，确定与所述第一交互信息对应的目标业务的页面信息；发送模块，设置为将所述页面信息发送至所述目标终端，以在所述目标终端上显示所述页面信息。
需要说明的是，上述各个模块是可以通过软件或硬件来实现的，对于后者，可以通过以下方式实现，但不限于此：上述模块均位于同一处理器中；或者，上述各个模块以任意组合的形式分别位于不同的处理器中。
本公开的实施例还提供了一种计算机可读存储介质，该计算机可读存储介质中存储有计算机程序，其中，该计算机程序被处理器运行时执行上述任一项方法实施例中的步骤。
在一个示例性实施例中，上述计算机可读存储介质可以包括但不限于：U盘、只读存储器(Read-Only Memory，简称为ROM)、随机存取存储器(Random Access Memory，简称为RAM)、移动硬盘、磁碟或者光盘等各种可以存储计算机程序的介质。
本公开的实施例还提供了一种电子装置，包括存储器和处理器，该存储器中存储有计算机程序，该处理器被设置为运行计算机程序以执行上述任一项方法实施例中的步骤。
在一个示例性实施例中，上述电子装置还可以包括传输设备以及输入输出设备，其中，该传输设备和上述处理器连接，该输入输出设备和上述处理器连接。
本实施例中的具体示例可以参考上述实施例及示例性实施方式中所描述的示例，本实施例在此不再赘述。
显然，本领域的技术人员应该明白，上述的本公开的各模块或各步骤可以用通用的计算装置来实现，它们可以集中在单个的计算装置上，或者分布在多个计算装置所组成的网络上，它们可以用计算装置可执行的程序代码来实现，从而，可以将它们存储在存储装置中由计算装置来执行，并且在某些情况下，可以以不同于此处的顺序执行所示出或描述的步骤，或者将它们分别制作成各个集成电路模块，或者将它们中的多个模块或步骤制作成单个集成电路模块来实现。这样，本公开不限制于任何特定的硬件和软件结合。
以上所述仅为本公开的优选实施例而已，并不用于限制本公开，对于本领域的技术人员来说，本公开可以有各种更改和变化。凡在本公开的原则之内，所作的任何修改、等同替换、改进等，均应包含在本公开的保护范围之内。

Claims (11)

  1. 一种交互信息的传输方法，包括：
    获取目标终端发送的目标请求，其中，所述目标请求是所述目标终端上的目标帐号呼叫目标号码所产生的请求，所述目标请求用于请求与所述目标号码对应的客服应答；
    响应于所述目标请求，建立目标数据通道，并获取所述目标终端的第一标识信息和/或所述目标帐号的第二标识信息；
    在与所述目标号码对应的多级客服菜单项中获取与所述第一标识信息和/或所述第二标识信息匹配的菜单项；
    将获取到的菜单项形成图片格式的所述目标菜单项列表，并通过所述目标数据通道将所述目标菜单项列表发送给所述目标终端，其中，所述目标菜单项列表中的菜单项被设置为允许被执行交互操作；
    获取所述目标终端通过所述目标数据通道发送的第一交互信息，其中，所述第一交互信息是对所述目标菜单项列表中的第一菜单项执行交互操作所产生的交互信息。
  2. 根据权利要求1所述的方法，其中，所述响应于所述目标请求，建立目标数据通道，包括：
    基于所述目标请求中包括的所述目标号码，应用管理服务器建立所述目标数据通道，其中，所述目标数据通道为所述应用管理服务器和所述目标终端之间的通道，所述目标数据通道与所述目标号码对应。
  3. 根据权利要求1所述的方法，其中，所述获取所述目标终端的第一标识信息和/或所述目标帐号的第二标识信息，包括：
    应用管理服务器获取所述目标终端的所述第一标识信息，其中，所述第一标识信息包括以下至少之一：所述目标终端的型号，所述目标终端的芯片信息，所述目标终端的音视频能力信息；和/或
    所述应用管理服务器通过业务运营支撑系统BOSS获取所述目标帐号的所述第二标识信息，其中，所述第二标识信息包括以下至少之一：所述目标帐号的类型，所述目标帐号所订购的业务类型。
  4. 根据权利要求1所述的方法，其中，在与所述目标号码对应的多级客服菜单项中获取与所述第一标识信息和/或所述第二标识信息匹配的菜单项，包括：
    应用管理服务器在所述多级客服菜单项中查找第一菜单项集合，其中，所述第一菜单项集合中的菜单项与所述第二标识信息表示的所述目标帐号的订阅信息和/或历史交互信息匹配，所述历史交互信息用于指示所述目标帐号已完成的呼叫所述目标号码时选择的菜单项，所述订阅信息用于指示所述目标帐号订阅的业务；所述应用管理服务器在所述第一菜单项集合中查找所述第一标识信息表示的所述目标终端所支持的第二菜单项集合；或者
    所述应用管理服务器在所述多级客服菜单项中查找所述第一标识信息表示的所述目标终端所支持的第三菜单项集合；所述应用管理服务器在所述第三菜单项集合中查找第四菜 单项集合，其中，所述第四菜单项集合中的菜单项与所述第二标识信息表示的所述目标帐号的所述订阅信息和/或所述历史交互信息匹配；或者
    所述应用管理服务器在所述多级客服菜单项中查找第一菜单项集合，其中，所述第一菜单项集合中的菜单项与所述第二标识信息表示的所述目标帐号的订阅信息和/或历史交互信息匹配，所述历史交互信息用于指示所述目标帐号已完成的呼叫所述目标号码时选择的菜单项，所述订阅信息用于指示所述目标帐号订阅的业务；或者
    所述应用管理服务器在所述多级客服菜单项中查找所述第一标识信息表示的所述目标终端所支持的第三菜单项集合。
  5. 根据权利要求1所述的方法，其中，所述将获取到的菜单项形成图片格式的所述目标菜单项列表，包括：
    应用管理服务器基于所述菜单项中的每一项生成一个或多个目标图标，其中，所述目标图标中包括统一资源定位URL链接，所述URL链接被设置为允许被执行交互操作；
    所述应用管理服务器生成包括一个或多个所述目标图标的所述目标菜单项列表。
  6. 根据权利要求1所述的方法，其中，所述将获取到的菜单项形成图片格式的所述目标菜单项列表，包括：
    应用管理服务器将获取到的菜单项形成为图片格式的所述目标菜单项列表，其中，所述目标菜单项列表包括单级的菜单项，所述目标菜单项列表中的每个菜单项被设置为允许被执行交互操作；或者
    所述应用管理服务器将获取到的菜单项形成为图片格式的所述目标菜单项列表，其中，所述目标菜单项列表包括至少2级的菜单项，所述目标菜单项列表中的每个菜单项被设置为允许被执行交互操作。
  7. 根据权利要求6所述的方法，其中，所述通过所述目标数据通道将所述目标菜单项列表发送给所述目标终端，包括：
    在所述目标菜单项列表包括至少2级的菜单项的情况下，所述应用管理服务器通过所述目标数据通道将所述目标菜单项列表整体发送给所述目标终端；或者
    在所述目标菜单项列表包括至少2级的菜单项的情况下，所述应用管理服务器通过所述目标数据通道将所述目标菜单项列表中的第一级菜单项发送给所述目标终端；在获取到所述目标终端发送的第二交互信息之后，所述应用管理服务器通过所述目标数据通道将所述目标菜单项列表中的第二级菜单项发送给所述目标终端，其中，所述第二交互信息是所述目标终端对所述第一级菜单项中的目标菜单项执行了交互操作所产生的交互信息，所述第二级菜单项是所述第一级菜单项中的所述目标菜单项的下一级菜单项。
  8. 根据权利要求1所述的方法，其中，所述方法还包括：
    在获取所述目标终端通过所述目标数据通道发送的所述第一交互信息之后，确定与所述第一交互信息对应的目标业务的页面信息；
    将所述页面信息发送至所述目标终端，以在所述目标终端上显示所述页面信息。
  9. 一种交互信息的传输装置，包括：
    第一获取模块，设置为获取目标终端发送的目标请求，其中，所述目标请求是所述目标终端上的目标帐号呼叫目标号码所产生的请求，所述目标请求用于请求与所述目标号码对应的客服应答；
    响应模块，设置为响应于所述目标请求，建立目标数据通道，并获取所述目标终端的第一标识信息和/或所述目标帐号的第二标识信息；
    第二获取模块，设置为在与所述目标号码对应的多级客服菜单项中获取与所述第一标识信息和/或所述第二标识信息匹配的菜单项；
    处理模块，设置为将获取到的菜单项形成图片格式的所述目标菜单项列表，并通过所述目标数据通道将所述目标菜单项列表发送给所述目标终端，其中，所述目标菜单项列表中的菜单项被设置为允许被执行交互操作；
    第三获取模块，设置为获取所述目标终端通过所述目标数据通道发送的第一交互信息，其中，所述第一交互信息是对所述目标菜单项列表中的第一菜单项执行交互操作所产生的交互信息。
  10. 一种计算机可读的存储介质，所述计算机可读的存储介质包括存储的程序，其中，所述程序被处理器运行时执行上述权利要求1至8中任一项所述的方法。
  11. 一种电子装置，包括存储器和处理器，所述存储器中存储有计算机程序，所述处理器被设置为通过所述计算机程序执行所述权利要求1至8中任一项所述的方法。
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