CN201114648Y - A mobile online help platform system - Google Patents
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- CN201114648Y CN201114648Y CNU2007201695003U CN200720169500U CN201114648Y CN 201114648 Y CN201114648 Y CN 201114648Y CN U2007201695003 U CNU2007201695003 U CN U2007201695003U CN 200720169500 U CN200720169500 U CN 200720169500U CN 201114648 Y CN201114648 Y CN 201114648Y
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Abstract
The utility model provides a mobile on-line help platform system, which comprises a mobile on-line help platform, a help seeking party device and a help providing party device. With the help of the mobile on-line help platform, a wireless network connection is established between the help seeking party device and the help providing party device so as to realize the mobile on-line help. The utility model has the advantages that: owning to the mobile on-line help platform, the state of the help seeking party device, the help providing party device and a dispatching device can be monitored in real time, and the corresponding dispatching or help management can be carried out in time, the help seeking party can watch contents of words given by the help providing party or hear the voice of screen words, the help seeking party can also access the platform system to carry out self-service in the manner of inquiry and the help providing parties can carry out mutual assistance. The platform system also supports the help providing party to upload data and information which can be browsed and downloaded by the help seeking party. The data and information of the mobile on-line help comprise screen images, operation information, word information, picture information, voice information, video information and files, etc.
Description
Technical Field
The invention relates to a mobile online help technology, in particular to a comprehensive solution of online help in the field of mobile communication, namely a mobile online help platform system, which is established on a wireless network connection technology, provides an operating environment and technical support for online help and is used for completing the online help of a help party to a help seeker. The platform system can achieve online help between a plurality of helpers and a plurality of recourse parties, namely, the recourse parties can initiate recourse in a plurality of ways and appoint the helpers for the recourse parties after being dispatched by the platform system, so that the helpers can provide online help for one or a plurality of recourse parties; in addition, the help seeker can watch the speaking text of the help seeker or hear the voice of the screen text, the help seeker can also access the platform system to carry out self-help in an inquiry mode, and the help seeker can also mutually help. The platform system also supports the help party to upload materials and information, and provides the help party with browsing and downloading.
Background
With the continuous development of computer technology, mobile products such as mobile devices and wireless networks become a key point of the development of computer technology. In order to solve the problems, most software and hardware service providers of mobile products need to spend considerable manpower and money for providing after-sales services and technical support of the mobile products.
There are a number of solutions that provide technical support. The first solution is field support, where technical support personnel travel to the mobile user's premises, working on the mobile user's mobile device; the disadvantage is that it is difficult to locate the location of the mobile user and it is expensive. The second solution is a call center, where the mobile subscriber describes the problem to the call center technical support staff, who then explains how to solve the problem; the disadvantage is that technical support personnel cannot directly and intuitively know the basic conditions of the mobile equipment of the mobile user, including equipment screens, system environments and the like, and communication barriers of languages, terms and the like may exist between two communication parties. The third solution is to integrate help software in the application program of the mobile device, and the mobile user uses the help software to obtain the solved problem list and then finds the problem solution and steps from the problem list; the disadvantage is that the problems encountered by the mobile user are not necessarily found in the list of solved problems and require the user to have a certain level of mobile device operation. The fourth solution is to use a screen sharing application, wherein both the mobile user and the technical support staff download and install the screen sharing application, then the mobile user opens the screen sharing application and sends the screen of the mobile device to the computer of the technical support staff, and then the technical support staff can tell the mobile user the operation steps of solving the problem through a telephone, or remotely control the mobile device to solve the problem by using the screen sharing application after the mobile user allows; the disadvantage is that it is very difficult for mobile users using mobile devices such as mobile phones, PDAs, etc. to watch the screen of the mobile device while receiving a call, unless the user uses a headset, and secondly, the use of the screen sharing application requires a large amount of network bandwidth, and the mobile users must perform complex configuration settings for the screen sharing application.
One solution for providing remote technical support to a user of a computer or other electronic device is disclosed in IBM corporation's patent application CN 1286011C (application date: 2004.3.10, name: remote support method and system for a computer or other electronic device), which provides technical support to a remote computer user by way of screen sharing. However, the method of forwarding information to the user and the technical support personnel computer through the server is adopted, the solution does not solve the contradiction that the screen sharing application program needs to occupy a large amount of bandwidth, and the appropriate technical support personnel cannot be flexibly scheduled to provide services for the user according to the requirements of the user. Therefore, the number of users and technical support personnel is limited, the computer software and hardware manufacturers are limited, and an online help service and technical support platform cannot be provided for vast ordinary users and different types of technical support personnel. Importantly, this solution does not take into account the special case of mobile online help.
The above solutions all have the disadvantage that there is no unified mobile online help platform to guarantee. There is a lack of uniform management among mobile users, technical support personnel, and mobile online help services. On one hand, for the mobile user, technical support of a plurality of software and hardware service providers is often needed, so that the user needs to know and familiarize the contact route and the support means of the technical support of the plurality of service providers, which brings trouble to the mobile user in use. On the other hand, each service provider must purchase a complete set of technical support hardware equipment and develop corresponding application software, which are independent from each other, causing maintenance burden and repeated construction, and when a large number of mobile users use the services of the same service provider, congestion and blockage can be caused, and the unified regulation and management of each service provider is not facilitated.
Our company's previously filed patent 200410096610.2 (filing date: 2004.12.03, name: network assistance system and method for implementing the same) discloses a scheme in which a service person can remotely operate a computer of a help seeker through a network to provide remote assistance through scheduling of a server. On the basis of the original application, the application invents a platform capable of providing online help for vast mobile users and technical support personnel, and realizes unified real-time scheduling, monitoring, timing, safety and other service management and technical support of each user and technical support personnel by the platform through a state management method.
In addition, the patent 200710002999.3 previously filed by our company (filing date: 2007.2.1, name: an online help platform system and its implementation method) provides a comprehensive solution for online help, based on which part of the need for mobile online help can be addressed. On the basis of the invention, the invention further innovates the online help technology in the fields of mobile equipment and wireless networks.
Currently, there are also a number of solutions for mobile-based distributed platforms:
the first solution is a short message query interactive system, such as patent CN02140287.6 (application date: 2002.07.03, name: general mobile human interactive system and method) applied by the institute of computing technology of chinese academy of sciences, where a mobile user sends a short message to a system, and the system finds answers to questions from a knowledge base and sends the answers to the mobile user through the short message. A second solution is the motorola patent CN 00104842.2 (application date: 2000.03.30, name: telecommunication service), where the user uses a telecommunication terminal comprising a selection means for selecting a list of actions from a storage means, via an input link, of the type of service requested. These platforms do not provide services for direct information interaction between mobile users and technical support staff, and for mobile online help that the technical support staff provide various online help information (such as mobile device image and operation information, text information, picture information, voice information, video information, files, software, etc.) for users, and the platforms cannot grasp the status information of users and technical support staff in real time and perform real-time remote control according to their status, so as to ensure that a third-party business technology support platform is provided for a large number of users and technical support staff.
Disclosure of Invention
The invention aims to provide a mobile online help platform system with unified access, unified scheduling and unified management, which is driven by a state and utilizes a wireless network platform, under the scheduling and monitoring of the platform, a plurality of technical support personnel directly provide mobile online help services for a plurality of users in a point-to-point mode, and the mobile online help services comprise screen images and operation information, character information, picture information, voice information, video information, files and the like.
The invention also aims to provide a method for realizing the mobile online help platform system based on the wireless network, which has the advantages of unified access, unified scheduling and unified management.
The invention provides a mobile online help platform system, which comprises a mobile online help platform, at least one help-seeking party device and at least one help party device which are mutually connected based on a wireless network protocol, wherein the mobile online help platform at least comprises a mobile online connecting device, a state control device and a scheduling device, the mobile online connecting device is connected to the state control device and is used for converting data transmitted by the wireless network protocol into data which can be identified by the state control device and conversely converting data transmitted by the state control device into data which can be transmitted by the wireless network protocol and simultaneously assisting the help-seeking party device and the help party device to establish direct wireless network connection, the state control device is connected to the scheduling device and is used for managing the states of the help-seeking party device, the help party device and other devices in the platform except the state control device, and the scheduling device is connected to the state control device and is used for selecting the helper device according to the request of the helper device.
The invention also provides a mobile online help platform system based on the peripheral device management device, which at least comprises a mobile online help platform, at least one help-seeking party device and at least one help party device, wherein the mobile online help platform at least comprises a mobile online connecting device, a state control device and a peripheral device management device, wherein the mobile online connecting device is connected to the state control device and is used for converting data transmitted by a wireless network protocol into data which can be identified by the state control device and conversely converting data sent by the state control device into data which can be transmitted by the wireless network protocol and also assisting the help-seeking party device and the help party device to establish direct connection, and the state control device is connected to the peripheral device management device and is used for managing the help-seeking party device, the help-seeking party device and the peripheral device, The states of the helper device, other devices within the platform other than the state control device, and peripheral devices connected to the peripheral device management device; the peripheral device management device is connected with the state control device, is used for managing the registration and the logout of the peripheral device, and is used for finishing the information communication between the state control device and the peripheral device; the peripheral device refers to a device other than a state control device connected to the peripheral device management device of the platform.
The help party device at least comprises a mobile self-service module, the mobile self-service module is used for being connected with a mobile self-service module of another help party device, wireless network communication equipment is utilized, information communication is carried out based on a wireless network protocol, mobile online self-service is completed, and assistance of a mobile online help platform system is not needed in the help process.
The mobile online help platform at least comprises a mobile data sharing device and a mobile data management device, wherein the mobile data sharing device is connected with the mobile data management device and is used for receiving mobile data produced by a helper and sending the mobile data to a helper or the helper for consumption, the mobile data management device is used for storing data such as mobile data, a mobile data catalogue, a mobile data type catalogue, user points, a user account and the like and storing and accessing other platform data, the helper device at least comprises a mobile data production module which is connected with the mobile data sharing device and uploads the mobile data, the helper device at least comprises a mobile data consumption module which is connected with the mobile data sharing device, downloading mobile data, the method comprising the steps of:
the help party device at least comprises a voice recognition transmission module used for converting the voice of the help party into character information and sending the character information to the help party, and the help party device at least comprises a voice receiving and displaying module used for receiving the voice character information of the help party and displaying the voice character information on a screen.
The mobile online help platform at least comprises a mobile short message inquiry device and a mobile data management device, wherein the mobile short message inquiry device is used for receiving a short message describing a question, retrieving a question answer in the mobile data management device and sending the short message describing the question answer to a help-seeking party device, the mobile data management device is used for storing the question answer, and the help-seeking party device at least comprises a mobile short message inquiry module which is used for sending the short message describing the question to the platform and receiving the short message describing the question answer sent by the platform.
The help seeker device at least comprises a screen information reading module, and the screen information reading module is used for identifying text information in the image of the screen designated area of the help seeker device and converting the text information into synthesized voice. Similar products include the IAccessible2 interface-based system promulgated by IBM corporation for visually impaired people to read computer screen content.
Compared with the prior art, the invention has the beneficial effects that:
the connection technology aiming at the mobile equipment and the wireless network and various solutions for online help are provided, and the help party and the help seeker can not only help, but also help by themselves and mutually; the platform can be used for unified scheduling management and flexible distributed management, real-time online help can be achieved, and online sharing of mobile data can be achieved. The voice and text and image interconversion technology is provided, and the help seeker can receive mobile online help more conveniently.
Drawings
FIG. 1 is a block diagram of a mobile online help platform system configuration 1.
FIG. 2 is a platform deployment diagram.
Fig. 3 is a structural view of the mobile on-line connecting device.
Fig. 4 is a block diagram of the mobile data sharing apparatus.
FIG. 5 is a view showing a constitution of a device of a recourse party.
FIG. 6 is a block diagram of the helper-side device.
FIG. 7 is a block diagram of a mobile data consuming module
Fig. 8 is a structure diagram of a voice receiving display module.
Fig. 9 is a structural view of a mobile data production module.
Fig. 10 is a diagram showing a configuration of a voice recognition transmitting module.
. FIG. 11 is a block diagram of the mobile online help platform system configuration FIG. 2.
Detailed Description
As shown in FIG. 1, the mobile online help platform system is composed of a mobile online help platform 1, at least one recourse device 2 and at least one help device 3. The mobile online help platform system is a platform system for providing business support and technical support in the process that a helper provides mobile online help support service for a help seeker, wherein the help seeker is a user operating a help seeker device 2, and the helper is a technical support person who helps the help seeker to solve practical problems through a helper device 3. The help seeker device 2 and the help seeker device 3 are connected to the mobile online help platform 1 through a network, and the network type of the help seeker device 2 and the help seeker device 3 which are connected to the mobile online help platform 1 can be a telecommunication network, a broadcasting network and a computer network, wherein at least one party uses a wireless telecommunication network; the mobile online help platform 1 receives help-seeking request information of a help-seeking party device 2, and searches a help party device 3 for the help-seeking party device 2; the problem of the help seeker is solved through screen image sharing, characters, voice and other communication modes between the help seeker device 2 and the help seeker device 3.
FIG. 2 is a diagram of the physical deployment of a mobile online help platform system. The mobile online help platform 1 comprises a platform server, a database server, a call center device and a mobile online connecting device. The help seeker device 2 and the helper device 3 are connected to the mobile online help platform 1 through a telecommunication telephone network, a radio and television network, or a computer network. The seeker device 2 and the helper device 3 may be deployed in the same network or in different networks. The help seeker device 2 may be a desktop computer, a laptop, a cable television, a smart phone, a telephone, or a regular cell phone. The helper device 3 may be a desktop computer, a laptop computer, a smart phone, a telephone, or a regular cell phone. Through a telecommunication telephone network, smart phones, telephones and ordinary phones of the help seeker and the helper are connected to the call center device and the mobile online connecting device.
As shown in fig. 1, a mobile online help platform 1 in a mobile online help platform system includes at least: a state control means 101, a scheduling means 102 and a mobile online connecting means 103. The mobile online help platform 1 may further include: an instant messaging device 104, a call center device 105, a short message inquiry device 106, a mobile data management device 107, and a mobile data sharing device 108.
The state control device 101 is connected to the dispatching device 102, the mobile online connection device 103, the instant communication device 104, the call center device 105, the mobile short message inquiry device 106, the mobile data management device 107 and the mobile data sharing device 108, and performs information interaction. The state control device 101 is used for recording the states of other devices except the state control device 101, which are connected to the state control device 101, in the mobile online help platform 1; for recording the status of the seeker device 2 and the helper device 3; and transmits state transition notification information to other devices except for the state control device, the seeker device 2 and the helper device 3 in the mobile online help platform 1 according to the state transition.
The scheduling device 102 is connected to the state control device 101. The scheduling device 102 receives the assistance-seeking request information transmitted from the assistance-seeking device 2 and transferred from the state control device 101, executes the scheduling rule, selects the assisting device 3 responding to the assistance-seeking request information, and returns scheduling result information including information of the selected assisting device 3 to the state control device 101. The on-line help relationship between the seeker device 2 and the helper device 3 is established through the scheduling of the scheduling device 102. The scheduling device 102 checks the waiting queue of the help party of the helper device 3 at regular time, and moves the non-reserved call requests in the longer queue to the shorter waiting queue of the help party. The help seeker waiting queue of the help seeker device 3 is checked and adjusted regularly, fairness among the help seekers is considered comprehensively, priority of the help seeker request is adjusted dynamically, working efficiency of the help seeker can be improved, and waiting time of the help seeker is shortened.
The scheduling device 102 includes a rule management module, which is responsible for processing the scheduling rule, the scheduling device 102 receives the assistance-seeking request information transmitted by the help-seeking device 2 and forwarded by the state control device 101, and the rule management module is configured to select a help-seeking device according to the scheduling rule and the assistance-seeking request information. The scheduling rules refer to constraints that the rule management module uses to select a helper device. The scheduling rule may be a scheduling rule of the seeker device 2 or a scheduling rule of the scheduling device 102. Wherein, the help seeker scheduling rule comprises: appointing helper level, booking service, appointing maximum time length of each on-line help or certain on-line help, defining on-line help priority. The scheduling rule of the scheduling apparatus 102 includes: the rule of the shortest waiting time, the rule of the type scheduling according to the recourse request, the rule of the network bandwidth scheduling and the rule of the reservation service are provided.
The mobile online connecting device 103 is connected with at least the state control device 101, and can also be connected with the instant messaging device 104 and the mobile short message inquiry device 106 through a computer network. As shown in fig. 3, the mobile online connecting apparatus 103 includes a wireless gateway module 1031, an information conversion module 1032, and a service connection module 1033. The wireless gateway module 1031 receives the information sent to the platform 1 by the help party device 2 and the help party device 3 through the wireless telecommunication network, and sends the information to the information conversion module 1032, the information conversion module 1032 converts the data in the information into data which can be identified by the state control device 101, and forwards the data to the state control device 101, or converts the data in the information sent by the state control device 101 into data which can be transmitted through a wireless network protocol, and sends the data to the wireless gateway module 1031, and the data is forwarded to the help party device 2 and the help party device 3 by the wireless gateway module 1031; the service connection module 1033 is responsible for identifying the computer network environment attribute where the help seeker device 2 and the helper device 3 are located, assisting in establishing the computer network connection between the two devices, and forwarding the network communication information between the help seeker device 2 and the helper device 3 when the network connection is failed, wherein the network environment attribute includes whether the network type of the help seeker device 2 or the helper device 3 is a local area network or a wide area network, and the network address information of the help seeker device 2 or the helper device 3, and also responsible for forwarding the instant communication content between the help seeker device 2 and the platform 1 and between the helper device 3 and the platform 1.
As shown in fig. 4, the mobile data sharing device 108 includes a mobile data collection module 1081, a mobile data filtering module 1082, a production account management module 1083, a mobile data distribution module 1084, and a consumption account management module 1085. The mobile data management device 107 is respectively connected to the mobile data collection module 1081, the mobile data filtering module 1082, the production account management module 1083, the mobile data publishing module 1084 and the consumption account management module 1085; mobile data collection module 1081 is also coupled to mobile data filtering module 1082, mobile data filtering module 1082 is also coupled to production account management module 1083, and mobile data distribution module 1084 is also coupled to consumption account management module 1085.
The mobile data collection module 1081 receives information that the helper device 3 requests to upload mobile data, and sends information for verifying production permission to the production account management module 1083; the production account management module 1083 obtains information of the helper from the mobile data management apparatus 107, determines whether the helper is allowed to upload the mobile data, and if so, sends production approval information to the helper apparatus 3, and if so, sends production rejection information to the helper apparatus 3; after the production is agreed, the mobile data collection module 1081 receives the mobile data sent by the helper device 3 and the access right and consumption amount information for consuming the mobile data, and sends the mobile data to the mobile data filtering module 1082; then, the mobile data filtering module 1082 performs data filtering, extraction, classification, and integration on the mobile data, and sends the processed mobile data to the mobile data management device 107; then, the mobile data filtering module 1082 stores the access right and consumption amount information of consuming the mobile data in the mobile data management device 107; finally, the mobile data filtering module 1082 sends the information of the points of the added helper to the production account management module 1083, and the production account management module 1083 adds the points of the helper and stores them in the mobile data management device 107; the credit may distinguish between the level and authority of the helper and as a criterion for awarding the reward.
The mobile data publishing module 1084 receives the information that the helper device 3 or the helper device 2 requests to download the mobile data, and sends the information for verifying the consumption permission to the consumption account management module 1085; the consumption account management module 1085 obtains the access authority and account balance information of the helper device 3 or the helper device 2 from the mobile data management device 107, and then obtains the access authority and consumption amount information of the mobile data requested to be downloaded; when the access authority and the account balance of the helper device 3 or the helper device 2 are both greater than the access authority and the consumption limit of the mobile data to be downloaded, the consumption account management module 1085 sends the consumption approving information to the mobile data publishing module 1084, otherwise, sends the consumption refusing information to the mobile data publishing module 1084; when the consumption is agreed, the mobile data distribution module 1084 obtains mobile data information from the mobile data management device 107, and sends the mobile data information to the helper device 3 or the helper device 2; after the completion of the transmission, the mobile data issue module 1084 transmits the information of consuming the mobile data to the consuming account management module 1085, and the consuming account management module 1085 reduces the account balance of the helper device 3 or the helper device 2, and stores the account balance in the mobile data management device 107; the mobile data includes text, pictures, sounds, images, files, programs, forms, and the like.
The call center apparatus 105 is connected to the state control apparatus 101, the help seeker apparatus 2, and the helper apparatus 3. The call center device 105 receives the telephone call of the help seeker and sends request information for searching for an idle help seeker to the state control device 101 of the platform 1; the state control device 101 forwards the information to the scheduling device 102, and receives scheduling result information of the scheduling device 102, where the scheduling result information includes information of the idle helper device 3 selected by the scheduling device; the call center device 105 receives the dispatch result information returned from the state control device 101, and forwards the telephone call of the help seeker to the help party device 3.
And the instant communication device 104 is connected with the state control device 101 and the mobile online connecting device 103. The instant messaging device 104 completes the instant message communication between the platform 1 and the seeker device 2 and the instant message communication between the platform 1 and the helper device 3, and the content of the instant message includes text, image, audio, video and file.
A mobile short message inquiry device 106, connected to the state control device 101 and the mobile data management device 107, for receiving the short message describing the question sent by the help-seeking party device 2, then retrieving the answer of the question in the mobile data management device according to the keyword of the question, and sending the short message describing the answer of the question to the help-seeking party device 2; the mobile data management device stores information such as the subject, keyword and answer of the question.
And the mobile data management device 107 is connected with the state control device 101, the mobile short message inquiry device 106 and the mobile data sharing device 108, and completes data storage and access for the state control device 101, the mobile short message inquiry device 106 and the mobile data sharing device 108.
As shown in fig. 5, the device 2 of the help seeker is a structural diagram, and the device 2 of the help seeker includes a local state management module 201, a login module 202, an instant messaging module 203, a mobile online connection module 204, a mobile online help module 205, a rule management module 206, a mobile data consumption module 207, a mobile short message query module 208, a voice receiving and displaying module 209, and a screen information reading module 210.
As shown in fig. 6, which is a structural diagram of the helper device 3, the helper device 3 includes a local state management module 301, a login module 302, a queue management module 303, an instant messaging module 304, a mobile online connection module 305, a mobile online helper module 306, a rule management module 307, a mobile data production module 308, a mobile data consumption module 309, a voice recognition transmission module 310, and a mobile self-service module 311.
The local state management module 201 of the help seeker device 2 is connected with the login module 202, the instant messaging module 203, the mobile online connection module 204, the mobile online help module 205, the rule management module 206, the mobile data consumption module 207, the mobile short message inquiry module 208, the voice receiving and displaying module 209 and the screen information reading module 210. The local state management module 201 is responsible for registering the local state record of the help seeker device 2, recording the local state of the help seeker device 2, notifying the state transition result of the help seeker device 2 to the state control device 101 of the platform 1, and coordinating information interaction of internal modules of the help seeker device 2.
The mobile online connecting module 204 of the help seeker device 2 is connected with the local state management module 201 and the mobile online connecting device 103 of the mobile online help platform 1, and can also be connected with the instant messaging module 203 and the mobile online help module 205. The mobile online connection module 204 receives information transmitted by a wireless network protocol, which is sent by the platform 1 to the help-seeking party device 2, converts data in the information into data which can be identified by the local state management module 201 and sends the data to the local state management module 201, or converts information to be sent to the platform 1 by other modules in the help-seeking party device 2 into data which can be transmitted by the wireless network protocol and forwards the data to the platform 1; under the coordination of the mobile online connecting device 103 of the platform 1, the mobile online connecting module 204 of the help seeker device 2 and the mobile online connecting module 305 of the helper device 3 establish network connection, and complete direct information communication between the help seeker device 2 and the helper device 3; alternatively, the mobile online connection module 204 of the help party device 2 and the mobile online connection module 305 of the help party device 3 forward the network communication information therebetween through the mobile online connection device 103 of the platform 1.
The login module 202 of the help seeker device 2 is connected with the local state management module 201, and sends a login request of the help seeker device 2 to the local state management module 201; the local state management module 201 forwards the login information to the mobile online connection module 204, and the mobile online connection module 204 sends the login information to the platform 1. The login module 202 may also receive a login verification result sent by the platform 1 and forwarded by the local state management module 201.
The rule management module 206 of the recourse party device 2 is connected to the local state management module 201, and is used for managing and applying the scheduling rule of the recourse party device 2. The rule management module 206 of the seeker device 2 is responsible for appending the seeker scheduling rule information to the help request information sent by the seeker device 2.
The instant messaging module 203 of the seeker device 2 is connected with the local state management module 201 and can also be connected with the mobile online connection module 204. The instant messaging module 203 completes the instant message communication based on text, image, file, audio and video between the help seeker device 2, the helper device 3 and the platform 1, or between the help seeker device 2 and the helper device 3.
The mobile online help module 205 of the help seeker device 2 is connected to at least the local status management module 201 and may also be connected to the mobile online connection module 204. The mobile online help module 205 is responsible for completing the functions of initiating the online help service request, sending the screen information of the help seeker device 2 and receiving the screen operation command from the helper device 3 during the online help service, and ending the online help service function.
The mobile data consuming module 207 of the apparatus 2 of the seeker is connected to at least the local status management module 201, and provides a function of downloading mobile data. The help seeker device 2 is connected with the mobile data publishing module 1084 of the mobile data sharing device 108 of the platform 1, receives information describing a mobile data catalog, selects mobile data to be downloaded from the catalog, and sends information requesting consumption to the mobile data sharing device 108; the mobile data sharing device 108 determines whether to allow the helper to download the mobile data, if the helper is allowed to download, the mobile data consuming module 207 receives the consumption approval information sent by the mobile data sharing device 108 and downloads the mobile data, and if the downloading is denied, the mobile data consuming module 207 receives the consumption denial information sent by the mobile data sharing device 108.
As shown in fig. 7, the mobile data consumption module 207 of the recourse party includes a consumption account management submodule 2073, a mobile data download submodule 2072 and a mobile data browsing submodule 2071; wherein,
the mobile data browsing sub-module 2071 is connected to the local state management module 301, receives the information of the mobile data directory sent by the mobile data sharing device 108, then selects the mobile data to be downloaded, and receives the information whether to allow consumption;
the mobile data downloading submodule 2072 is connected to the local state management module 301, and downloads the mobile data sent by the mobile data sharing device 108;
the consumption account management sub-module 2073 is connected to the local status management module 301, and sends the information of account inquiry and the information of account recharging to the mobile data sharing device 108;
the mobile short message query module 208 of the help-seeking party device 2 is at least connected to the local status management module 201, and is configured to send a short message describing a question to the mobile short message query device 106 of the platform 1, and receive a short message describing an answer to the question sent by the platform 1.
The voice receiving and displaying module 209 of the help seeker device 2 is at least connected to the local status management module 201, and is configured to receive the voice and text information sent by the help seeker device 3, and scroll-display the voice and text information in a designated area on the screen of the help seeker device 2.
As shown in fig. 8, the voice receiving and displaying module 209 of the recourse device 2 includes a text message receiving module 2091 and a text image displaying module 2092; wherein
The text message receiving module 2091 receives the text message of the voice sent by the helper device 3;
the text image display module 2092 displays the text message at a fixed position on the screen of the help seeker device 2, and may display the text message by scrolling or other display means.
The screen information reading module 210 of the recourse party device 2 is at least connected with the local state management module 201, and is used for identifying the text information in the image of the screen designated area of the recourse party device 2 and converting the text information into synthesized voice.
The local state management module 301 of the helper device 3 is connected with the login module 302, the queuing management module 303, the instant messaging module 304, the mobile online connection module 305, the mobile online helper module 306, the rule management module 307, the mobile data production module 308, the mobile data consumption module 309, the voice recognition transmission module 310 and the mobile self-service module 311. The local state management module 301 is responsible for recording the state of the helper device 3, notifying the platform 1 of the state transition result of the helper device 3, and coordinating information interaction of internal modules of the helper device 3.
The mobile online connection module 305 of the helper device 3 is connected with the local state management module 301 and the mobile online connection device 103 of the mobile online helper platform 1, and may also be connected with the instant messaging module 304, the mobile online helper module 306 and the mobile self-service module 311. The mobile online connection module 305 receives information transmitted by a wireless network protocol, which is sent to the helper device 3 by the platform 1, converts data in the information into data that can be identified by the local state management module 301, and sends the data to the local state management module 301, or converts information to be sent to the platform 1 by other modules in the helper device 3 into data that can be transmitted by the wireless network protocol, and forwards the data to the platform 1; under the coordination of the mobile online connecting device 103 of the platform 1, the mobile online connecting module 204 of the help seeker device 2 and the mobile online connecting module 305 of the helper device 3 establish network connection, and complete direct information communication between the help seeker device 2 and the helper device 3; alternatively, the mobile online connection module 204 of the help party device 2 and the mobile online connection module 305 of the help party device 3 forward the network communication information therebetween through the mobile online connection device 103 of the platform 1.
The login module 302 of the helper apparatus 3 is connected to the local state management module 301. Sending a login request of the helper device 3 to the local state management module 301; the local state management module 301 forwards the login information to the mobile online connection module 305, and the login information is sent to the platform 1 by the mobile online connection module 305. The login module 302 may also receive a login authentication result sent by the platform 1 and forwarded by the local state management module 301.
The rule management module 307 of the helper device 3 is connected to the local state management module 301, and is responsible for managing and applying the scheduling rules at the helper device 3, and completing the interpretation and execution of the scheduling rules in the recourse request information.
The instant messenger module 304 of the helper apparatus 3 is connected to the local status management module 301 and may also be connected to the mobile online connection module 305. The instant messaging module 304 completes the instant message communication based on text, image, file, audio and video between the seeker device 2, the helper device 3 and the platform 1, or between the seeker device 2 and the helper device 3.
The mobile online help module 306 of the helper device 3 is connected to the local state management module 301 and the mobile online connection module 305. The system is responsible for completing the function of initiating the online help service, receiving screen information of the help seeker device 2 in the process of the online help service, sending a screen operation instruction function to the help seeker device 2, initiating the function of ending the online service request and the like.
The queue management module 303 of the helper apparatus 3 is connected to the local state management module 301. The queue management module 303 monitors the waiting queue of the help seeker, receives the priority adjustment instruction of the local state management module 301, and performs priority adjustment on the request of the waiting queue of the help seeker. The helper device 3 may preferentially serve certain recourse parties by prioritizing the wait queue for the help parties. The queue management module 303 monitors the reservation queue, and when a reservation request arrives at the reservation time, the queue management module 303 sends a reservation service reminder to the mobile online help module 306 of the helper device 3.
The mobile data consuming module 309 of the helper device 3 is connected to at least the local state management module 301 and provides a function of downloading mobile data. The helper device 3 is connected to the mobile data publishing module 1084 of the mobile data sharing device 108 of the platform 1, receives the information describing the mobile data directory, selects the mobile data to be downloaded from the directory, and sends the consumption requesting information to the mobile data sharing device 108; the mobile data sharing device 108 determines whether the helper is allowed to download the mobile data, and if the helper is granted to download, the mobile data consuming module 309 receives the consumption granted information sent by the mobile data sharing device 108 and downloads the mobile data, and if the download is denied, the mobile data consuming module 309 receives the consumption denied information sent by the mobile data sharing device 108.
The mobile data production module 308 of the helper apparatus 3 is connected to at least the local status management module 301, and provides a function of uploading mobile data. The helper device 3 connects to the mobile data collection module 1081 of the mobile data sharing device 108 of the platform 1, receives information describing a list of mobile data types, selects a mobile data type to be uploaded from the list, and sends information requesting production to the mobile data sharing device 108. The mobile data sharing device 108 determines whether the helper is allowed to upload the mobile data, and if the upload is granted, the mobile data producing module 308 receives the information on the production granted transmitted from the mobile data sharing device 108 and uploads the mobile data, and then transmits information on the access right and consumption amount for consuming the mobile data to the mobile data sharing device 108, and if the upload is denied, the mobile data producing module 308 receives the information on the production denied transmitted from the mobile data sharing device 108.
As shown in fig. 9, the mobile data production module 308 of the helper apparatus 3 includes an upload data management submodule 3083, a rights and charges setting submodule 3082, and a mobile data upload submodule 3081; wherein,
the upload data management submodule 3083 is connected to the local status management module 301, receives the information of the mobile data type list transmitted by the mobile data sharing apparatus 108, then selects the mobile data type and the mobile data to be uploaded, and receives information whether to allow production;
the authority and charging setting submodule 3082 is connected with the local state management module 301, and sends the access authority and consumption amount information of the set mobile data to the mobile data sharing device 108;
the mobile data uploading submodule 3081 is connected to the local state management module 301, and uploads mobile data to the mobile data sharing device 108;
the mobile self-service module 311 of the helper device 3, coupled to at least the local state management module 301, provides online help without assistance from the platform 1. The mobile self-service module 311 sends information requesting for help to the mobile self-service module 311 of another helper device 3 through the wireless network communication device, and after the other helper agrees to help, the mobile self-service module 311 notifies the mobile online help module 306 and the instant messaging module 304 to connect with the mobile online help module 306 and the instant messaging module 304 of the other helper device 3 through the mobile self-service module 311 to perform mobile online help.
The voice recognition transmission module 310 of the helper device 3 is connected to at least the local status management module 301, and is configured to recognize the voice of the helper, convert the voice into text information, and send the text information to the helper device 2.
As shown in fig. 10, the speech recognition transmission module 310 of the helper apparatus 3 includes a speech character recognition module 3101 and a character information transmission module 3102; wherein
The speech character recognition module 3101 collects speech data of the helper using the own speech acquisition device of the helper apparatus 3, and then converts the speech data into character information;
the text message sending module 3102 sends the text message to the help seeker device 2 through the established direct wireless network connection;
as shown in fig. 11, a schematic diagram of a mobile online help platform system based on a peripheral device management device 402 is shown, the platform system is composed of a state control device 401, a peripheral device management device 402 and a peripheral device. Wherein the state control device 401 and the peripheral device management device 402 are the core of the platform 1, and the peripheral device provides the business function for completing the on-line help process between the device of the help seeker and the device of the help helper. The peripheral devices may include a dispatching device 403, a mobile online connection device 404, an instant messaging device 405, a call center device 406, a mobile sms query device 407, a mobile data management device 408, and a mobile data sharing device 409.
The peripheral device management device 402 of the mobile online help platform 1 is connected to the state control device 401, and the peripheral device is connected to the peripheral device management device 402 of the platform 1. The peripheral device management device 402 performs information forwarding between the state control device 401 and the peripheral devices and between different peripheral devices, that is, receives information sent by the state control device 401 and forwards the information to the peripheral device receiving the information, or forwards information sent by the peripheral device to the state control device 401, and forwards information sent by a certain peripheral device to other peripheral devices. The peripheral device management device 402 provides a uniform interface for accessing the external device for the state control state, i.e. the state control device 401 does not need to care about the physical location of the external device, the specific implementation of the external device, and the operating environment of the external device.
The peripheral device management device 402 provides three communication interfaces for the peripheral device, which are a local interface, a local area network interface, and a wide area network interface. Wherein the wide area network may be the internet, a radio and television network, a telecommunications network, or a wireless network. The peripheral device may connect to and communicate with the peripheral device through one of a local interface, a local area network interface, or a wide area network interface.
Naturally, the present invention can have other various embodiments, and those skilled in the art can make various corresponding changes and modifications according to the present invention without departing from the spirit and the essential characteristics of the present invention, and these corresponding changes and modifications should fall within the protection scope of the claims of the present invention.
Claims (14)
1. A mobile online help platform system comprises a mobile online help platform, a help seeker device and a helper device, wherein the mobile online help platform at least comprises:
the mobile online connecting device is used for establishing the connection among the mobile online help platform, the help-seeking party device and the help party device, coordinating the information interaction among the mobile online help platform, the help-seeking party device and the help party device, converting data transmitted by a wireless network protocol into data which can be identified by the platform, and conversely, converting data transmitted by the platform into data which can be transmitted by the wireless network protocol, assisting the help-seeking party device and the help party device to establish direct wireless network connection, receiving help-seeking request information sent by the help-seeking party device and then forwarding the information to the state control device;
the state control device is used for recording the states of other devices except the state control device in the mobile online help platform, the help-seeking device and the help-seeking device, sending state transition notification information to the other devices except the state control device, the help-seeking device and the help-seeking device in the mobile online help platform according to the state transition, receiving help-seeking request information forwarded by the mobile online connecting device and then forwarding the information to the scheduling device;
and the scheduling device is used for receiving the recourse request information forwarded by the state control device, then executing a scheduling rule, selecting a helper device responding to the recourse request information, and returning scheduling result information containing the helper device information to the state control device.
2. A mobile online help platform system according to claim 1, wherein the help seeker device comprises: the mobile online connection module is used for information interaction between the help seeker device and the mobile online help platform, and direct wireless network connection and information interaction between the help seeker device and the help helper device are established;
the helper device includes at least: and the mobile online connection module is used for information interaction between the helper device and the mobile online help platform, and direct wireless network connection and information interaction between the helper device and the help seeker device are established.
3. A mobile online help platform system according to claim 1, wherein the mobile online connection device of the mobile online help platform comprises at least:
the wireless gateway module is used for receiving or sending information of communication between the help-seeking party device and the help party device and the platform through a wireless telecommunication network;
the information conversion module is used for receiving the information sent by the wireless gateway module, converting data in the information into data which can be identified by the state control device of the platform and then sending the data to the state control device; or receiving the information sent by the state control device, converting the data in the information sent by the state control device into data capable of being transmitted through a wireless network protocol, and sending the data to the wireless gateway module;
and the service connection module is used for identifying the computer network environment attributes of the help seeker device and the help helper device and assisting in establishing wireless network connection between the help seeker device and the help helper device.
4. A mobile online help platform system according to claim 2, wherein the mobile online help platform further comprises: mobile data management means for storing and accessing data of mobile data, mobile data directories, mobile data type directories, user points and user accounts, mobile knowledge bases, and status data of other means than the status control means.
5. A mobile online help platform system according to claim 4, wherein the help seeker device further comprises: the mobile short message query module is used for sending a short message describing the question to the platform and receiving a short message describing the answer to the question sent by the platform;
the mobile online help platform further comprises: the mobile short message inquiry device is used for receiving the short message which is sent by the help-seeking party device and used for describing the problem, then searching a solution in the mobile knowledge base in the mobile data management device according to the keyword of the problem, and sending the short message which describes the answer of the problem to the help-seeking party device; the information stored in the mobile knowledge base of the mobile data management device includes: subject matter, keywords, and solutions to problems.
6. A mobile online help platform system according to claim 5, wherein the help seeker device further comprises: the voice receiving and displaying module is used for receiving the text information of the voice sent by the help party device and displaying the text information in a rolling mode in a specified area on a screen of the help party device;
the screen information reading module is used for identifying the text information in the image of the screen designated area of the help seeker device and converting the text information into synthesized voice;
the helper device further includes: and the voice recognition transmission module is used for recognizing the voice of the helper, converting the voice into text information and then sending the text information to the device of the helper.
7. A mobile online help platform system according to claim 6, wherein the help seeker device further comprises: the mobile data consumption module is used for providing a function of downloading mobile data;
the helper device further includes: the mobile data consumption module is used for providing a function of downloading mobile data;
the helper device further includes: and the mobile data production module is used for providing a function of uploading mobile data.
The mobile online help platform further comprises: and the mobile data sharing device is used for receiving the mobile data produced by the helper and sending the mobile data to the helper or the helper for consumption.
8. The mobile online help platform system of claim 7, wherein the mobile data sharing device of the mobile online help platform further comprises:
the mobile data collection module is used for sending information describing a mobile data type catalog and receiving mobile data uploaded by the helper device;
the mobile data publishing module is used for sending information describing a mobile data directory and providing mobile data downloaded by the help seeker device;
the mobile data filtering module is used for filtering, extracting, classifying and integrating the mobile data and storing the access authority and consumption limit information for consuming the uploaded mobile data;
a production account management module for determining whether the helper device is allowed to upload the mobile data and adding the helper's credit;
and the consumption account management module is used for judging whether the helper device or the help-seeking device is allowed to download the mobile data or not and reducing the account balance of the helper or the help-seeking party.
9. The mobile online help platform system of claim 8, wherein the mobile data consumption modules of the seeker device and the helper device further comprise:
the mobile data browsing submodule is used for receiving the information of the mobile data catalog and then selecting the mobile data to be downloaded;
the mobile data downloading submodule is used for downloading the mobile data;
and the consumption account management sub-module is used for sending the information of account inquiry and the information of account recharging.
10. The mobile online help platform system of claim 8, wherein the mobile data production module of the helper device further comprises:
the uploading data management submodule is used for receiving the information of the mobile data type catalog and then selecting the mobile data type and the mobile data to be uploaded;
the authority and charge setting submodule is used for sending the information of the access authority and the consumption amount of the set mobile data;
and the mobile data uploading sub-module is used for uploading the mobile data.
11. A mobile online help platform system according to claim 7, wherein the helper device further comprises:
and the mobile self-service module is connected with the mobile self-service module of another helper device, performs information communication based on a wireless network, completes mutual help between the helpers, and does not need the assistance of a mobile online help platform system in the help process.
12. A mobile online help platform system according to claim 11,
the mobile online help platform further comprises:
a call center device for forwarding a telephone call of a recourse party to a helper device;
the instant communication device is used for completing instant information communication between the mobile online help platform and the help seeker device as well as the help seeker device;
the apparatus of the party of seeking help further comprises:
the local state management module is used for recording the local state of the help seeker device, informing the state transition result of the help seeker device to the state control device of the mobile online help platform and coordinating the information interaction of the internal module of the help seeker device;
the rule management module is used for managing and applying the scheduling rule of the recourse party device and adding recourse party scheduling rule information to recourse request information sent by the recourse party device;
the login module is used for completing login of the help seeker device to the mobile online help platform;
the mobile online help module is used for completing the initiation of a mobile online help service request, the transmission of screen information of a help-seeking party device and the reception of a screen operation command from the help party device in the mobile online help service process, and the termination of the mobile online help service;
the instant communication module is used for completing instant information communication between the help seeker device and the mobile online help platform or between the help seeker device and the help seeker device based on texts, images, files, audios and videos;
the helper device also includes:
the local state management module is used for recording the local state of the helper device, informing the state transition result of the helper device to the state control device of the mobile online helper platform and coordinating the information interaction of the internal modules of the helper device;
the rule management module is used for managing and applying the scheduling rule of the helper device and finishing the explanation and execution of the scheduling rule in the recourse request information;
the queuing management module is used for monitoring the waiting queue of the help seeker, receiving a priority adjustment instruction of the local state management module and performing priority adjustment on the request of the waiting queue of the help seeker;
the login module is used for completing login of the helper device to the mobile online help platform;
the mobile online help module is used for completing the initiation of mobile online help service, receiving screen information of the help seeker device in the mobile online help service process, sending a screen operation instruction to the help seeker device and initiating a request for ending the mobile online service;
and the instant communication module is used for completing instant information communication between the helper device and the mobile online help platform or between the help seeker device and the helper device based on texts, images, files, audio and video.
13. A mobile online help platform system comprises a mobile online help platform, a help seeker device and a helper device, wherein the mobile online help platform at least comprises:
the state control device is used for recording the states of other devices except the state control device in the mobile online help platform, the help seeker device and the help seeker device, and sending state transition notification information to the other devices except the state control device in the mobile online help platform, the help seeker device and the help seeker device according to the state transition;
a peripheral device;
the peripheral device includes at least: the mobile online connecting device is used for establishing connection among the mobile online help platform, the help seeker device and the help helper device, coordinating information interaction among the mobile online help platform, the help seeker device and the help helper device, converting data transmitted through a wireless network protocol into data which can be identified by the platform, and conversely, converting data transmitted by the platform into data which can be transmitted through the wireless network protocol, and meanwhile assisting the help seeker device and the help helper device to establish direct wireless network connection.
And the peripheral device management device is used for managing the registration and the logout of the peripheral device and finishing the information communication between the state control device and the peripheral device.
14. A mobile online help platform system according to claim 13, wherein the peripheral device further comprises:
the mobile data sharing device is used for receiving the mobile data produced by the helper and sending the mobile data to the helper or the help seeker for consumption;
mobile data management means for storing and accessing data of mobile data, mobile data directories, mobile data type directories, user points and user accounts, mobile knowledge bases, and status data of devices other than the status control means;
the mobile short message inquiry device is used for receiving the short message which is sent by the help-seeking party device and used for describing the problem, then searching a solution in the mobile knowledge base in the mobile data management device according to the keyword of the problem, and sending the short message which describes the answer of the problem to the help-seeking party device;
a call center device for forwarding a telephone call of a recourse party to a helper device;
the instant communication device is used for completing instant information communication between the mobile online help platform and the help seeker device as well as the help seeker device;
and the scheduling device is used for receiving the help-seeking request information forwarded by the state control device, sending the help-seeking request information by the help-seeking party device, executing a scheduling rule, selecting a help party device responding to the help-seeking request information, and returning scheduling result information containing the help party device information to the state control device.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNU2007201695003U CN201114648Y (en) | 2007-06-29 | 2007-06-29 | A mobile online help platform system |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNU2007201695003U CN201114648Y (en) | 2007-06-29 | 2007-06-29 | A mobile online help platform system |
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| CN201114648Y true CN201114648Y (en) | 2008-09-10 |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104599141A (en) * | 2015-01-09 | 2015-05-06 | 西安融成科技有限公司 | Queuing transaction system and method of online knowledge transactions |
| CN110134903A (en) * | 2019-05-17 | 2019-08-16 | 广东电网有限责任公司 | A kind of online help method of application system |
-
2007
- 2007-06-29 CN CNU2007201695003U patent/CN201114648Y/en not_active Expired - Lifetime
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104599141A (en) * | 2015-01-09 | 2015-05-06 | 西安融成科技有限公司 | Queuing transaction system and method of online knowledge transactions |
| CN104599141B (en) * | 2015-01-09 | 2018-02-16 | 西安融成科技有限公司 | A kind of the queuing transaction system and method for online Knowledge Transaction |
| CN110134903A (en) * | 2019-05-17 | 2019-08-16 | 广东电网有限责任公司 | A kind of online help method of application system |
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