CN118313839B

CN118313839B - Information processing method, system, device, electronic equipment and computer storage medium

Info

Publication number: CN118313839B
Application number: CN202410739286.9A
Authority: CN
Inventors: 樊继强; 程德盛; 曹树建; 李怡骅
Original assignee: Shanghai Hummingbird Instant Information Technology Co ltd; Zhejiang Koubei Network Technology Co Ltd
Current assignee: Shanghai Hummingbird Instant Information Technology Co ltd; Zhejiang Koubei Network Technology Co Ltd
Priority date: 2024-06-07
Filing date: 2024-06-07
Publication date: 2024-09-17
Anticipated expiration: 2044-06-07
Also published as: CN118313839A

Abstract

The application provides an information processing method, a system, a device, electronic equipment and a computer storage medium, wherein in the information processing method, after a first server side obtains a to-be-processed consultation problem, when the to-be-processed consultation problem is judged not to need to be manually replied, a notification message is generated and sent to a target terminal, so that a target user can trigger the notification message to send a login request message to a second server side; the first service end provides the target user identification information and the to-be-processed consultation problem to the second service end so that the second service end responds to the login request message, and provides the target user identification information and the target operation guide information to the target terminal, so that the target terminal logs in the target application program by using the target user identification information, and displays the target operation guide information so that the target user can operate according to the target operation guide information to solve the to-be-processed consultation problem, and the efficiency of solving the to-be-processed consultation problem needing to be consulted is improved.

Description

Information processing method, system, device, electronic equipment and computer storage medium

Technical Field

The present application relates to the field of computer technology, and in particular, to an information processing method, an information processing system, an information processing apparatus, an electronic device, and a computer storage medium.

Background

As more and more ordered commodities are accessed by using the intelligent cabinet, various problems are encountered by a user in the process of accessing the commodities, for example, the cabinet door of the intelligent cabinet is closed when the user takes out all the commodities possibly without taking out all the commodities when using the intelligent cabinet; for another example, when a user takes a meal, the user cannot open a cabinet door of the intelligent cabinet due to the fact that the meal taking time exceeds the meal taking code; the user may choose to consult a customer service personnel of the intelligent cabinet management platform to solve the problem when encountering the problem.

In the process of consultation, because the consultation amount is large, a user can need a long time to consult with a customer service staff to solve the problem to be consulted, even if the customer service staff solves the problem encountered by the user in a voice mode, the user and the customer service staff are required to carry out a tedious communication process in the solving process, and the time and the labor are wasted, so that how to efficiently solve the consultation problem of the user in the process of using the intelligent cabinet becomes the technical problem to be solved at present.

Disclosure of Invention

The application provides an information processing method for efficiently solving the consultation problem of a user in the process of using an intelligent cabinet, and also provides an information processing system, an information processing device, electronic equipment and a computer storage medium.

The application provides an information processing method, which is applied to a target terminal, and comprises the following steps: sending a consultation request message of a target user to a first service end, so that the first service end obtains a to-be-processed consultation problem of the target user in the process of accessing a commodity of a target order by using an intelligent cabinet, judging whether the to-be-processed consultation problem needs to be manually replied, and if the to-be-processed consultation problem does not need to be manually replied, generating a notification message for being triggered to log in a target application program, and sending the target user identification information and the to-be-processed consultation problem to a second service end; the target application program is an application program for indicating to operate the intelligent cabinet; obtaining the notification message provided by the first service end; responding to the detection of the triggering operation of the target user for the notification message, sending a login request message for requesting to login the target application program to a second server side, so that the second server side responds to the login request message, and acquiring target operation guide information for solving the pending consultation problem according to the target user identification information and the pending consultation problem, wherein the target operation guide information is operation information for guiding the target user in the target application program; obtaining the target user identification information and the target operation guide information provided by the second server; and logging in the target application program based on the target user identification information, and displaying the target operation guide information in the target application program.

Optionally, the displaying the target operation guiding information in the target application program includes: determining a target order card for displaying the target operation guide information in the target application program according to the target operation guide information; and displaying the target operation guide information in the target order card.

Optionally, the target order is an order requiring re-opening the intelligent cabinet to collect the commodity; the displaying the target operation guiding information in the target order card comprises the following steps: and displaying at least one of target order information of the target order, intelligent cabinet information corresponding to the target order, a first session request function module for requesting a session with the delivery capacity of the delivery target order, a guide determination function module for guiding and determining storage position information of commodities storing the target order, and a cabinet opening request function module for requesting to re-open the intelligent cabinet in the first order card.

Optionally, the target order is an order that needs to be in a session with a manager managing the intelligent cabinet to collect the commodity; the displaying the target operation guiding information in the target order card comprises the following steps: and displaying at least one of target order information of the target order, intelligent cabinet information corresponding to the target order and a second session request function module for requesting a session with the manager in a second order card.

Optionally, the target order is an order for taking goods instead of placing an order for the user; the displaying the target operation guiding information in the target order card comprises the following steps: and displaying at least one of session mode description information representing a session with the order subscriber and example description information of a third session request function module for requesting the session with the order subscriber in a subscription platform in a third order card.

Optionally, the target order is an order requiring retransmission of intelligent cabinet information and credential information for opening the intelligent cabinet; the displaying the target operation guiding information in the target order card comprises the following steps: and displaying at least one of target order information of the target order, intelligent cabinet information corresponding to the target order, credential information for opening the intelligent cabinet and a sending request function module for requesting to resend the intelligent cabinet information and the credential information to the placing user in a fourth order card.

Optionally, the sending, in response to detecting the triggering operation of the target user for the notification message, a login request message for requesting to login to the target application to the second server side includes: responsive to detecting a triggering operation of the target user for the notification message, displaying a browser including a link for being triggered to log in to the target application; and responding to the detection of the triggering operation of the link displayed in the browser, and sending a login request message for requesting to login the target application program to a second server.

The application provides an information processing method, which is applied to a first service end, and comprises the following steps: responding to a consultation request message of a target user sent by a target terminal, and obtaining a to-be-processed consultation problem of the target user in the process of accessing commodities of a target order by using an intelligent cabinet; judging whether the consultation problem to be processed needs to be manually replied or not; if the to-be-processed consultation problem does not need to be replied manually, a notification message for being triggered to log in a target application program is sent to the target terminal based on target user identification information of the target user, the target user identification information and the to-be-processed consultation problem are sent to a second server, so that the second server responds to a login request message sent by the target terminal and used for requesting to log in the target application program, the target user identification information and target operation guide information used for solving the to-be-processed consultation problem are provided to the target terminal, the target terminal logs in the target application program based on the target user identification information, the target operation guide information is displayed in the target application program, the target application program is an application program used for indicating to operate the intelligent cabinet, and the target operation guide information is operation information used for guiding the target user in the target application program.

Optionally, the obtaining, in response to the consultation request message of the target user sent by the target terminal, a pending consultation problem of the target user in a process of accessing the commodity of the target order by using the intelligent cabinet includes: triggering and determining at least one of target user identification information and target order identification information in response to the consultation request message; according to at least one of the target user identification information and the target order identification information, obtaining a consultation problem selected by the target user from a plurality of preset candidate consultation problems aiming at the commodity of the target order, and taking the consultation problem selected by the target user as the consultation problem to be processed.

Optionally, the determining whether the pending consultation problem needs to be manually replied includes: and judging whether the consultation problem to be processed needs to be manually replied or not based on the corresponding relation between a plurality of preset candidate consultation problems and candidate processing modes which need to be manually replied or not.

Optionally, the method further comprises: acquiring field information for representing the to-be-processed consultation problem according to the to-be-processed consultation problem; and splicing the field information with a link used for being triggered to log in the target application program to generate the notification message.

Optionally, the method further comprises: obtaining the use role information of the target user in the process of using the intelligent cabinet, wherein the use role information comprises at least one type of role information of a first type of role information of storing commodities by using the intelligent cabinet and a second type of role information of receiving the commodities by using the intelligent cabinet; and providing the use role information to the second server side so that the second server side can obtain the target operation guide information according to the target user identification information, the to-be-processed consultation problem and the use role information.

Optionally, the method further comprises: if the to-be-processed consultation problem needs to be manually replied, sending a manual reply request message for requesting to manually reply the to-be-processed consultation problem to a manual processing end, so that the manual processing end responds to the manual reply request message to manually reply the to-be-processed consultation problem.

The application provides an information processing method which is applied to a second server, and comprises the following steps: obtaining a to-be-processed consultation problem and target user identification information of a target user, which are provided by a first service end, in the process of accessing commodities of a target order by using an intelligent cabinet; the to-be-processed consultation questions are consultation questions which are judged by the first server and do not need to be manually replied; the first server is a processing end which sends a notification message used for being triggered to log in a target application program to a target terminal based on the target user identification information; the target application program is an application program for indicating to operate the intelligent cabinet; obtaining a login request message sent by the target terminal and used for requesting to login the target application program; and responding to the login request message, providing the target user identification information and target operation guide information for solving the to-be-processed consultation problem for the target terminal, enabling the target terminal to log in the target application program based on the target user identification information, and displaying the target operation guide information in the target application program, wherein the target operation guide information is operation information for guiding the target user in the target application program.

Optionally, the method further comprises: acquiring the use role information of the target user in the process of using the intelligent cabinet, wherein the use role information comprises at least one of first type role information of storing commodities by using the intelligent cabinet and second type role information of receiving the commodities by using the intelligent cabinet; the obtaining the target operation guiding information according to the target user identification information and the to-be-processed consultation problem comprises the following steps: and obtaining the target operation guide information according to the target user identification information, the to-be-processed consultation questions and the use role information.

Compared with the prior art, the embodiment of the application has the following advantages:

The application provides an information processing method, because in this method, after sending the consulting request message of the target user to the first service end, the first service end is obtaining the consulting question to be processed, then, when judging the consulting question to be processed does not need to reply manually, the first service end generates the notification message and sends to the target terminal, in order to the target user trigger the notification message so as to make the target terminal send the login request message for requesting to login the target application program to the second service end; meanwhile, when the first server side judges that the to-be-processed consultation problem does not need to be replied manually, the target user identification information and the to-be-processed consultation problem are provided for the second server side, so that the second server side responds to the login request message, target operation guide information for solving the to-be-processed consultation problem is obtained according to the target user identification information and the to-be-processed consultation problem, the target user identification information and the target operation guide information are provided for the target terminal, the target terminal finally logs in the target application program by using the target user identification information, the target operation guide information is displayed in the target application program, and the target operation guide information is displayed in the target application program, so that a target user can conveniently operate according to the target operation guide information to solve the to-be-processed consultation problem.

Drawings

In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings used in the embodiments or the description of the prior art will be briefly described below, and it is obvious that the drawings in the following description are only some embodiments described in the present application, and other drawings may be obtained according to these drawings for a person having ordinary skill in the art.

Fig. 1 is a schematic diagram of a first scenario of an information processing method provided by the present application.

Fig. 2 is a schematic diagram of a second scenario of the information processing method provided by the present application.

Fig. 3 is a schematic diagram of a third scenario of the information processing method provided by the present application.

Fig. 4 is a schematic diagram of a fourth scenario of the information processing method provided by the present application.

Fig. 5 is a schematic diagram of a fifth scenario of the information processing method provided by the present application.

Fig. 6 is a flowchart of an information processing method according to a first embodiment of the present application.

Fig. 7 is a flowchart of an information processing method according to a second embodiment of the present application.

Fig. 8 is a flowchart of an information processing method according to a third embodiment of the present application.

Detailed Description

In the following description, numerous specific details are set forth in order to provide a thorough understanding of the present application. The present application may be embodied in many other forms than those herein described, and those skilled in the art will readily appreciate that the present application may be similarly embodied without departing from the spirit or essential characteristics thereof, and therefore the present application is not limited to the specific embodiments disclosed below.

The application provides an information processing method, an information processing system, an information processing apparatus, an electronic device, and a computer storage medium. The information processing method, the information processing system, the information processing apparatus, the electronic device, and the computer storage medium are described below by way of specific embodiments, respectively. In order to more clearly show the information processing method provided by the embodiment of the present application, an application scenario of the information processing method provided by the embodiment of the present application is first introduced.

The information processing method of the application can be mainly applied to the scene of taking or storing the takeaway meal of the online order by using the intelligent meal taking cabinet, so as to solve the problems encountered in the process of taking or storing the meal by using the intelligent meal taking cabinet. After a user encounters a problem in the process of taking or storing a meal by using the intelligent meal taking cabinet, consulting a customer service personnel of a ordering platform or an intelligent meal taking cabinet management platform aiming at the encountered problem, and taking the problem needing to be consulted as a problem to be consulted to be treated; in the method, an order card for solving the problem of the consultation to be processed is displayed in a target application program, and operation guide information is displayed in the displayed order card so as to guide a user to operate related information for solving the problem of the consultation to be processed, so that the problem of the consultation to be processed is solved. The target application may be an applet, such as an applet provided in a subscription platform or a social application.

In order to facilitate understanding of the information processing method of the present embodiment, please refer to fig. 1 to 5, which are a first scene diagram to a fifth scene diagram of the information processing method provided by the present application.

In the process of executing the information processing method of the present application, the information processing method mainly includes a target terminal 100, a first service end 200, and a second service end 300, where the target terminal is an electronic device used by a user, and is configured to send a consultation request message to the first service end; the first service end is used for classifying the to-be-processed consultation problems, and the second service end determines a target order card for displaying target operation guide information for solving the to-be-processed consultation problems according to the classified to-be-processed consultation problems which do not need manual customer service to reply, so that the target order card is finally displayed in a target application program.

In order to facilitate understanding of the information interaction process between the target terminal, the first service end and the second service end, please refer to fig. 1, which is a first scenario diagram of the information processing method provided by the present application. First, the target terminal 100 performs step S101: sending a consultation request message of a target user to a first service end; in this embodiment, when the target user needs to consult the problem in the process of using the intelligent food taking cabinet, a consultation request message is sent to the first service end, where the target user may be a food taking user or a food storing user (such as a delivery rider).

After that, the first service end 200 performs step S102: and responding to the consultation request message of the target user sent by the target terminal, and obtaining the to-be-processed consultation problem of the target user in the process of accessing the commodity of the target order by using the intelligent cabinet. The first server may actually be a server in the session system, and when the target user needs to consult the above problem, a consultation request message is sent to the session system. The session system can solve the problems for the target user in two ways, namely by guiding the target user to log in the target application program to display the target operation guiding information for solving the problem of the pending consultation on the target order card in a manual reply way, so that the target user can operate according to the target operation guiding information to automatically solve the problem of the pending consultation. As to which way the session system adopts to solve the problem of pending consultation, the first server may be used to perform the judgment, that is, the first server performs step S103: judging whether the consultation problem to be processed needs to be manually replied or not; step S104 is then performed: if the to-be-processed consultation problem does not need to be replied manually, a notification message for being triggered to log in the target application program is sent to the target terminal based on the target user identification information of the target user, and the target user identification information and the to-be-processed consultation problem are sent to the second server.

Specifically, the first service end can obtain the problem of pending consultation provided by the target user through the target terminal in the process of using the intelligent food taking cabinet to access the food, and in fact, when the target user makes consultation with the session system, the session system can inquire about the problem of pending consultation encountered by the target user in the process of using the intelligent food taking cabinet. In this embodiment, the to-be-processed consultation problem may be a consultation problem selected by the target user according to the prompt information of the session system. The hint information may be candidate counseling questions such as: candidate consultation problems include the need to re-open the intelligent get the cabinet, the fact that the meal cannot be taken out after the meal is stored in the intelligent get cabinet overtime, the need to re-send the get meal information for opening the intelligent get cabinet, the need to replace the get meal of the ordering user, the get meal flow of the intelligent get cabinet, the time information of getting meal or storing meal by using the intelligent get cabinet, and the like. Of course, candidate counseling questions are not limited to the above-listed scenarios.

For candidate consultation problems, some candidate consultation problems need to be manually replied, and some candidate consultation problems do not need to be manually replied; in the application, the first server side needs to classify or shunt the to-be-processed consultation problems of the target user, then manually replies the to-be-processed consultation problems needing to be manually replied, and displays the target operation guide information in the target application program to solve the to-be-processed consultation problems needing not to be manually replied. It should be noted that, the to-be-processed consultation problem mentioned in this embodiment mainly refers to a to-be-processed consultation problem judged by the first server side and not needing to be manually replied, and the to-be-processed consultation problem needing to be manually replied will be described in a related manner.

When judging whether the to-be-processed consultation problem needs to be manually replied, the first server side can judge whether the to-be-processed consultation problem needs to be manually replied based on the corresponding relation after the to-be-processed consultation problem is obtained because the candidate consultation problem has the corresponding relation with the candidate processing mode of whether the to-be-processed consultation problem needs to be manually replied.

After judging that the consultation problem to be treated does not need to be replied manually, a notification message used for being triggered to log in the target application program can be provided for the target terminal used by the target user based on the target user identification information, for example, a short message can be sent to the target terminal, the sent short message contains a link used for being triggered to log in the target application program, and the target user clicks the link to request to log in the target application program. The target Application is an Application for indicating how to operate the intelligent cabinet, for example, the Application may be an intelligent cabinet APP (Application, i.e. an Application installed on a terminal), and may also be an intelligent cabinet applet.

While the first service side transmits a notification message for being triggered to log in the target application to the target terminal based on the target user identification information of the target user, the target terminal 100 performs step S105: after obtaining the notification message provided by the first service side, step S106 is executed: and sending a login request message for requesting to login to the target application program to the second server in response to detecting the triggering operation of the target user for the notification message. Since the notification message includes the link for being triggered to log on to the target application program, after the target user obtains the notification message through the target terminal, clicking the link for triggering the notification message, the target terminal sends a login request message for requesting to log on to the target application program to the second server.

In order to facilitate the second server to determine a target order card for displaying target operation guide information for solving the consultation problem to be processed according to the consultation problem to be processed which is not required to be manually replied after classification, and further finally display the target order card in a target application program, the first server provides the target user identification information and the consultation problem to be processed for the second server after judging that the consultation problem to be processed is not required to be manually replied. The second server may refer to a server corresponding to the target application, and the server may determine information that needs to be displayed by the target application, so as to display the information determined by the second server on the target application of the target terminal.

The first server provides the target user identification information and the pending consultation questions to the second server, and the second server 300 performs step S107: obtaining the to-be-processed consultation problem and target user identification information provided by a first service end; the target terminal sends a login request message for requesting to login to the target application to the second server, and the second server 300 performs step S108: and responding to the login request message, and providing target user identification information and target operation guide information for solving the pending consultation problem to the target terminal. The target operation guide information is operation information for guiding the target user in the target application program. If the to-be-processed consultation problem corresponding to the target user is that the intelligent dinner taking cabinet needs to be opened again, the target operation guide information is the operation guide information for guiding the target user to operate in the target application program so as to open the intelligent dinner taking cabinet again.

The second server side provides the target user identification information and the target operation guide information for the target terminal, and the target terminal obtains the target user identification information and the target operation guide information provided by the second server side; after obtaining the target user identification information and the target operation guidance information, step S109 is performed: and logging in the target application program based on the target user identification information, and displaying target operation guide information in the target application program. It is understood that some steps from step S101 to step S109 are not sequenced, for example, step S105 is not sequenced with step S107, step S106 is not sequenced with step S107.

Specifically, in the process of logging in the target application program based on the target user identification information and displaying the target operation guide information in the target application program, the target terminal actually logs in the target application program by using the target user identification information, and then displays the target operation guide information in the target order card. In practice, the target operation guidance information presented in the present application is information presented in the "help center" of the target application, namely: the help center of the target application program is used for displaying target operation guiding information so as to guide a target user how to operate in the target application program to solve the problem of pending consultation.

The target order card can be determined by the second server side, or can be determined by the target terminal or the target application program based on target operation guide information, and different target operation guide information needs different target order cards for display. For example, when the consultation problem to be processed is that the intelligent dinning cabinet needs to be re-opened, and the corresponding target operation guide information is the operation guide information for guiding the target user to operate in the target application program to re-open the intelligent dinning cabinet, the target order card is an order card for displaying the operation guide information for guiding the target user to operate in the target application program to re-open the intelligent dinning cabinet. Re-opening the intelligent access chest may be due to a product being taken by mistake or the chest (which may be referred to as a chest opening) not having to be taken when the open chest door was previously found when the intelligent access chest was opened. The article is taken by mistake, including other people take away the article, others take away the article of others, or only part of the article is taken away by oneself. Therefore, the intelligent meal taking cabinet needs to be opened again to replace or search the commodity of others.

To facilitate understanding of the target operation guidance information presented by the target order card, please refer to fig. 2-5. Firstly, referring to fig. 2, the target operation guiding information shown in fig. 2 is operation guiding information for guiding a target user to operate in a target application program to reopen the intelligent table-taking cabinet, and the problem to be solved is to reopen the intelligent table-taking cabinet; the target order is an order that requires re-opening the intelligent cabinet to take the merchandise.

The target order corresponding to fig. 2 may actually refer to a recent order for a meal that is not completely taken by the target user; assuming that the target order contains a plurality of dinner products, the target user may close the cabinet door when only a part of dinner products are taken out when opening the intelligent dinner taking cabinet for the first time, if the cabinet door is required to be opened again to take out the rest dinner products, the target user is guided to operate by adopting the page shown in fig. 2 to open the cabinet door; the page shown in fig. 2 is a first order card, in which target order information of a target order is shown, such as the latest meal taking and "all-looking record" shown in fig. 2; clicking on "View all records" may view the most recently taken order to facilitate the target user to find a certain order.

The first order card also displays intelligent cabinet information corresponding to the target order, such as a near-city square southern seat B2 staircase shown in FIG. 2; a cabinet door number 27; the intelligent cabinet information corresponding to the target order is displayed, so that the target user can know the intelligent cabinet position information and the cabinet door information of the cabinet door which need to be opened again.

In addition, a first session request function module for requesting a session with the delivery capacity of the delivery target order is also displayed in the first order card, and the delivery rider can be contacted by triggering the contact delivery rider to perform a session with the delivery rider, wherein the delivery rider is the delivery rider who places the meal of the target order in the intelligent meal taking cabinet; the first order card also displays a cabinet opening request function module for requesting to re-open the intelligent cabinet, such as "re-open door" shown in fig. 2; the door 27 is opened again by clicking "open again". In addition, the first order card also displays a guiding and determining function module for guiding and determining storage position information of commodities storing the target order, for example, in fig. 2, "self-service meal recovery", clicking "self-service meal recovery" can determine correct cabinet door information of the meal of the distribution rider who may have a wrong compartment, for example, when the distribution rider opens one cabinet door of the intelligent meal taking cabinet, the distribution rider stores the meal into other compartments (each compartment corresponds to one cabinet door) by mistake; after clicking "get back the meal by oneself", can help getting the user of meal and confirm the correct cabinet door information that this meal was deposited as early as possible according to subsequent prompt message, perhaps also can help getting the user of meal and find the meal according to subsequent prompt message after getting back the meal by oneself after clicking "get back the meal by oneself" after can also help getting the meal user and finding the meal according to subsequent prompt message after getting the meal by oneself after the meal is all stored in the check mouth of the meal by intelligence, for example, because of getting the meal by intelligence in the check mouth of the meal by intelligence.

When the query questions of the to-be-processed consultants are that the meal cannot be taken out after the storage time of the meal in the intelligent meal taking cabinet is overtime, referring to fig. 3, the target operation guiding information displayed in fig. 3 is the operation guiding information for guiding the target user to perform a session with a manager managing the intelligent meal taking cabinet to collect the meal, namely: the target order is an order that requires a session with a manager managing the intelligent cabinet to collect the merchandise.

The page shown in fig. 3 is a second order card, in which target order information of a target order is shown, and if you have an order deposit timeout as shown in fig. 3, all records may be cleaned and "checked"; clicking on "View all records" may view orders that may not be cleaned up due to a deposit timeout, in order for the target user to find a certain order.

The second order card also displays intelligent cabinet information corresponding to the target order, such as a near-city square southern seat B2 staircase shown in FIG. 3; and (3) putting cabinet doors 27 and 17 in a cabinet of 18:47 for more than 12 hours.

In addition, a second session request function module for requesting to perform a session with a manager is also displayed in the second order card, for example, the "contact station long finding" shown in fig. 3 can contact and manage the station length of the intelligent meal taking cabinet by clicking the "contact station long finding" to obtain the storage information of the meal in the storage target order; it should be noted that, when the meal is not taken out due to overtime, the station may clean the meal of the intelligent meal taking cabinet and store the meal in other positions, so that the target user needs to contact the station to obtain the storage information of the meal in order to obtain the storage information of the meal. The storage location may include a bin location.

When the consultation problem to be processed is to take a meal instead of the order user, referring to fig. 4, the target operation guiding information shown in fig. 4 is the operation guiding information for guiding the target user to perform a session with the order user to take a meal instead of taking the meal, that is: the target order is an order to take the merchandise instead of placing an order.

The page shown in fig. 4 is a third order card in which session mode description information indicating a session with the order placing user is shown, as shown in fig. 4: the method comprises the steps of connecting a lower single person, sharing a 'substitute' link through an ordering APP or inputting the last four digits of the mobile phone number of the lower single person for collecting the meal, and supplementing the last three digits of the mobile phone number of the lower single person for collecting the meal.

In addition, the third order card also displays the example description information of a third session request function module of the order platform, which is used for requesting to conduct a session with the order user; as shown in fig. 4, the "surrogate-substituted" shown in fig. 4 is a functional module that operates on a subscription platform (such as a subscription APP); in addition, the third order card may also be provided with exemplary information of the order platform for requesting functional modules such as "apply after sale", "evaluate", "contact merchant" and "contact delivery rider" as shown in fig. 4, where, of course, "apply after sale", "evaluate", "contact merchant" and "contact delivery rider" are also functional modules operating on the order platform (e.g. order APP), and fig. 4 shows "substitute pickup", "apply after sale", "evaluate", "contact merchant" and "contact delivery rider" merely for convenience of illustration, so as to facilitate the operation of the target user at the order platform (e.g. order APP). In the "substitute for person" scenario, fig. 4 illustrates how a user (i.e. a target user) assisting in taking a meal or assisting in taking a commodity can perform a session with an order user to obtain meal taking information or information related to opening a meal taking cabinet (e.g. obtain information about a credential for opening intelligence), and in the present application, the order user may also use the information shown in fig. 4 to perform a session with the user for assisting in order to provide the meal taking information or information related to opening the meal taking cabinet to the user for assisting in taking.

When the to-be-processed consultation problem is that the meal taking information for opening the intelligent meal taking cabinet needs to be retransmitted, referring to fig. 5, the target operation guiding information shown in fig. 5 is operation guiding information for guiding the target user to retransmit the intelligent cabinet information and the credential information for opening the intelligent cabinet, namely: the target order is an order requiring retransmission of intelligent cabinet information, voucher information for opening the intelligent cabinet.

Unlike the meal taking scenario of fig. 2 to 4 mentioned above, fig. 5 corresponds to a meal depositing scenario, and the page shown is a fourth order card. The fourth order card presents the target order information with the target order, such as the most recent meal deposit and "View all records" presented in FIG. 5; clicking on "View all records" may view the most recently saved order in order to find a certain order.

The fourth order card also displays intelligent cabinet information corresponding to the target order, credential information for opening the intelligent cabinet, and a sending request function module for requesting to resend the intelligent cabinet information and the credential information to the ordering user. The intelligent cabinet information corresponding to the target order is as shown in fig. 5 at the near-city square south base B2 escalator; cabinet door number 27, cabinet door number 136; the voucher information used for opening the intelligent cabinet is as meal taking codes 9898 and 8764 shown in fig. 5; the meal taking code 9898 is used for opening the cabinet door 27; the access code 8764 is used to open the cabinet door 136. The sending request functional module for requesting to resend the intelligent cabinet information and the credential information to the ordering user is as shown in fig. 5, "copy meal taking information", and the copy meal taking information can be copied by clicking the "copy meal taking information"; for example, the information of the stair of the south seat B2 near the city square, the door number 27 and the meal taking code 9898 can be copied to the corresponding ordering user (of course, the information can also be sent to the meal taking user) for the meal stored in the door 27. The need to resend the intelligent cabinet information and the credential information may be due to errors in the intelligent cabinet information and the credential information provided prior to delivery of the rider.

Aiming at the problem that the distribution rider encounters the problem except that the provided intelligent cabinet information and the credential information are wrong when the distribution rider deposits the meal, the problem can be solved according to the follow-up prompt information by clicking the problem in the figure 5, such as misplacing the meal or missing the meal in a certain grid, misplacing the meal into other grids, canceling the cabinet, preventing the grid from being put down, having articles in the opened grid, preventing the cabinet door from being opened and the like, the problems can be solved according to the follow-up prompt information by clicking the problem in the figure 5.

In addition, help information for solving other problems can be displayed in the pages of fig. 2 to 5, such as prompt information of wrong storage of the delivery rider, self-help cabinet opening, order taking over 12 hours/order taking over night, etc. as shown in fig. 2 to 4; prompting information such as presented to so-and-so month card purchase strategies is checked as shown in FIG. 5; a manual reply request module for requesting the customer service personnel to reply manually can also be shown in fig. 2 to 5, so as to communicate with the customer service personnel after clicking the manual reply request module.

Fig. 1 to fig. 5 described above are diagrams of an application scenario of an information processing method according to the present application, and the application scenario of the information processing method according to the embodiment of the present application is merely one embodiment of the application scenario of the information processing method according to the present application, which is provided for facilitating understanding of the information processing method according to the present application, and is not limited to the information processing method according to the present application. The embodiment of the application does not need to be repeated for other application scenes of the information processing method.

First embodiment

The present embodiment provides an information processing method, in which an execution subject is a target terminal, and is described below with reference to fig. 6. The applicable scenario of the information processing method may refer to the above-described scenario embodiment, and for some examples of this embodiment, reference is made to the above-described scenario embodiment.

The information processing method of the embodiment of the application comprises the following steps.

Step S601: and sending the consultation request message of the target user to the first service terminal.

In this embodiment, various problems may be encountered by the target user during the process of using the intelligent cabinet, and in order to solve these problems, session consultation may be performed to the session system, where the manner of performing the session consultation may be performed by text or by voice. When the target user carries out consultation to the session system through the target terminal, the target terminal sends a consultation request message to a server side of the session system, namely a first server side.

The consultation request message is sent to the first service end, so that the first service end obtains the problem of consultation to be processed in the process that the target user accesses the commodity of the target order by using the intelligent cabinet. Specifically, when the target user carries out the consultation, the consultation problem is selected according to the prompt information of the session system, and the selected consultation problem is the consultation problem to be processed.

The prompt message may be a candidate consultation question, such as: candidate consultation problems include the need to re-open the intelligent get the cabinet, the fact that the meal cannot be taken out after the meal is stored in the intelligent get cabinet overtime, the need to re-send the get meal information for opening the intelligent get cabinet, the need to replace the get meal of the ordering user, the get meal flow of the intelligent get cabinet, the time information of getting meal or storing meal by using the intelligent get cabinet, and the like. Of course, candidate counseling questions are not limited to the above-listed scenarios. After the target user selects the consultation problem according to the prompt information of the session system, the first service end can further obtain the consultation problem to be processed.

After the first server side obtains the to-be-processed consultation problem, the first server side can judge whether the to-be-processed consultation problem needs to be manually replied, and if the to-be-processed consultation problem does not need to be manually replied, a notification message for being triggered to log in the target application program is generated so as to send the notification message for being triggered to log in the target application program to the target terminal; meanwhile, the first server side also sends target user identification information and the to-be-processed consultation problem to the second server side; the target application is an application for instructing the operation of the intelligent cabinet to access the merchandise.

Step S602: and obtaining the notification message provided by the first service end.

After the first server provides the notification message for being triggered to log in the target application program to the target terminal, the target terminal can obtain the notification message for being triggered to log in the target application program. The specific type of notification message is related to the pending consultation problem. For example, when the pending consultation problem is a need to reopen the intelligent meal order, the notification message may be: the respectful intelligent cabinet user, [ open again ] please click on the link XXX.cn/ABt 0.0 CDHz go to the applet help center to operate the view, thank you-!

Step S603: and sending a login request message for requesting to login to the target application program to the second server in response to detecting the triggering operation of the target user for the notification message.

After the target terminal obtains the notification message, the target user may trigger the notification message, so that the target terminal sends a login request message for requesting to login to the target application program to the second server.

In this embodiment, in response to detecting the triggering operation of the target user for the notification message, the sending, to the second server, the login request message for requesting to login to the target application may be as follows: first, in response to detecting a trigger operation of a target user for a notification message, a browser including a link for being triggered to log in to a target application is presented; and then, in response to detecting the triggering operation for the link displayed in the browser, sending a login request message for requesting to login the target application program to the second server.

The target user can enter the jump browser by clicking the link in the notification message, and the link used for being triggered to log in the target application program is also displayed in the browser, so that after the target user triggers the link in the browser, the target terminal sends a login request message for requesting to log in the target application program to the second server.

The target terminal needs to log in the intelligent cabinet applet, which is an example of the target application, before jumping to the intelligent cabinet applet help center to display the target operation guide information. Before logging in the intelligent cabinet applet, the target terminal sends a login request message to the second server side, so that the second server side responds to the login request message, and obtains target operation guide information for solving the to-be-processed consultation problem according to the target user identification information and the to-be-processed consultation problem, wherein the target operation guide information is operation information for guiding a target user in a target application program. The second server provides the target user identification information and the target operation guide information to the target terminal after obtaining the target operation guide information.

Step S604: and obtaining target user identification information and target operation guide information provided by the second server.

Step S605: and logging in the target application program based on the target user identification information, and displaying target operation guide information in the target application program.

The target terminal logs in the target application program based on the target user identification information after obtaining the target user identification information and the target operation guide information, and displays the target operation guide information in the target application program after logging in the target application program.

In this embodiment, as an implementation manner of presenting the target operation guidance information in the target application program, it may refer to: firstly, determining a target order card for displaying target operation guide information in a target application program according to the target operation guide information; and then, displaying the target operation guide information in the target order card.

When the target terminal displays different target operation guide information, different target operation guide information can be displayed in different target order cards. Thus, the target order card for displaying the target operation guide information in the target application program can be determined while the target operation guide information provided by the second server is obtained.

The target terminal can determine a target order card according to at least one of the to-be-processed consultation problem and the target operation guide information; of course, the second server side may determine the target order card according to at least one of the to-be-processed consultation problem and the target operation guiding information, and after determining the target order card, the second server side provides the target operation guiding information corresponding to the determined target order card to the target terminal, so that the target terminal displays the target operation guiding information in the target order card in the target application program.

Specifically, if the consultation problem to be treated is that the intelligent cabinet needs to be re-opened to collect the commodity, and the target order is that the intelligent cabinet needs to be re-opened to collect the commodity, displaying the target operation guiding information in the target order card may refer to: displaying at least one of target order information of a target order, intelligent cabinet information corresponding to the target order, a first session request function module for requesting a session with a delivery capacity of delivering the target order, a guide determination function module for guiding and determining storage position information of commodities storing the target order, and a cabinet opening request function module for requesting to re-open the intelligent cabinet in a first order card; namely: if the to-be-processed consultation problem is that the intelligent cabinet needs to be re-opened to collect commodities, the target order card is a first order card, and the target operation guide information comprises at least one of target order information of a target order, intelligent cabinet information corresponding to the target order, a first session request function module for requesting a session with a delivery capacity of the delivery target order, a guide determination function module for guiding and determining storage position information of commodities storing the target order, and a cabinet opening request function module for requesting re-opening of the intelligent cabinet; the target operation guidance information presented in the first order card may refer to what is presented in fig. 2.

If the consultation problem to be processed is that a conversation needs to be carried out with a manager who manages the intelligent cabinet to collect the commodity, and the target order is that the conversation needs to be carried out with the manager who manages the intelligent cabinet to collect the commodity, the target order card displays target operation guiding information, which can be: displaying at least one of target order information of a target order, intelligent cabinet information corresponding to the target order and a second session request function module for requesting a session with a manager in a second order card; if the to-be-processed consultation questions are required to be in conversation with a manager who manages the intelligent cabinet to collect commodities, the target order card is a second order card, and the target operation guide information comprises at least one of target order information of a target order, intelligent cabinet information corresponding to the target order and a second conversation request functional module for requesting conversation with the manager; the target operation guidance information presented in the second order card may refer to what is presented in fig. 3.

If the to-be-processed consultation problem is that the commodity is collected by the replacement order user, and the target order is that the commodity is collected by the replacement order user, the target operation guide information is displayed in the target order card, which may be referred to as: displaying at least one of session mode description information representing a session with an order subscriber and example description information of a third session request function module for requesting the session with the order subscriber in a subscription platform in a third order card; namely, if the consultation problem to be processed is to replace the order user to collect the commodity, the target order card is a third order card, and the target operation guide information comprises at least one of session mode description information for representing a session with the order user and example description information of a third session request function module for requesting the session with the order user in the order platform; the target operation guidance information shown in the third order card may refer to the content shown in fig. 4.

If the to-be-processed consultation problem is that the intelligent cabinet information needs to be resent and the voucher information is used for opening the intelligent cabinet, and the target order is that the intelligent cabinet information needs to be resent and the voucher information is used for opening the intelligent cabinet, the target operation guide information is displayed in the target order card, which can be: displaying at least one of target order information of a target order, intelligent cabinet information corresponding to the target order, credential information for opening the intelligent cabinet and a sending request functional module for requesting to resend the intelligent cabinet information and the credential information to an order placing user in a fourth order card; if the to-be-processed consultation problem is that the intelligent cabinet information needs to be resent and the voucher information used for opening the intelligent cabinet is needed, the target order card is a fourth order card, and the target operation guide information comprises at least one of target order information of a target order, intelligent cabinet information corresponding to the target order, voucher information used for opening the intelligent cabinet and a sending request function module used for requesting resending of the intelligent cabinet information and the voucher information to an ordering user; the target operation guidance information shown in the fourth order card may refer to the content shown in fig. 5.

Second embodiment

The second embodiment of the present application also provides another information processing method, corresponding to the first embodiment. The execution body of the embodiment is a first service end, and the same parts as those of the scene embodiment and the first embodiment in the second embodiment are not described again, and please refer to the relevant parts of the scene embodiment and the first embodiment specifically.

Step S701: and responding to the consultation request message of the target user sent by the target terminal, and obtaining the to-be-processed consultation problem of the target user in the process of accessing the commodity of the target order by using the intelligent cabinet.

In this embodiment, in response to a consultation request message of a target user sent by a target terminal, obtaining a pending consultation problem of the target user in a process of accessing a commodity of a target order by using an intelligent cabinet may refer to: firstly, triggering and determining at least one of target user identification information and target order identification information in response to a consultation request message; and then, according to at least one of the target user identification information and the target order identification information, acquiring the consultation problem selected by the target user from the preset multiple candidate consultation problems aiming at the commodity of the target order, and taking the consultation problem selected by the target user as the consultation problem to be processed.

Step S702: judging whether the consultation problem to be processed needs to be manually replied.

As a way of judging whether or not the consultation question to be processed needs to be manually replied: and judging whether the consultation problem to be processed needs to be manually replied or not based on the corresponding relation between the preset multiple candidate consultation problems and the candidate processing modes which need to be manually replied or not.

Step S703: if the to-be-processed consultation problem does not need to be replied manually, a notification message for being triggered to log in the target application program is sent to the target terminal based on the target user identification information of the target user, and the target user identification information and the to-be-processed consultation problem are sent to the second server.

In this embodiment, the target user identification information and the to-be-processed consultation problem are sent to the second server, so that the second server responds to a login request message sent by the target terminal and used for requesting to login to the target application program, provides the target terminal with the target user identification information and target operation guiding information used for solving the to-be-processed consultation problem, enables the target terminal to login to the target application program based on the target user identification information, displays the target operation guiding information in the target application program, and the target application program is an application program used for indicating to operate the intelligent cabinet, and the target operation guiding information is operation information used for guiding a target user in the target application program.

In this embodiment, further comprising: generating a notification message for being triggered to log in to the target application; as one way of generating a notification message for being triggered to log in to a target application: firstly, according to a to-be-processed consultation problem, obtaining field information for representing the to-be-processed consultation problem; and then, splicing the field information with a link used for being triggered to log in the target application program to generate a notification message. For example, when the pending consultation problem is a need to reopen the intelligent meal order, the notification message may be: the respectful intelligent cabinet user, [ open again ] please click on the link XXX.cn/ABt 0.0 CDHz go to the applet help center to operate the view, thank you-!

In this embodiment, further comprising: obtaining the use role information of a target user in the process of using the intelligent cabinet, wherein the use role information comprises at least one type of role information of a first type of commodity stored by using the intelligent cabinet and a second type of role information of a commodity received by using the intelligent cabinet; and providing the usage role information to the second server side so that the second server side can obtain target operation guiding information according to the target user identification information, the to-be-processed consultation problem and the usage role information.

In this embodiment, further comprising: if the to-be-processed consultation problem needs to be manually replied, a manual reply request message for requesting to manually reply the to-be-processed consultation problem is sent to the manual processing end, so that the manual processing end responds to the manual reply request message to manually reply the to-be-processed consultation problem. In this embodiment, a customer service person who orders a platform or an intelligent dinning cabinet management platform replies to a to-be-processed consultation problem needing to be manually replied by using a manual processing end.

When the manual reply is carried out, customer service personnel can also communicate with the target user to locate the use role, confirm the to-be-processed consultation problem again, and reply the to-be-processed consultation problem based on the use role information.

The application provides an information processing method, because in this method, after obtaining the consultation question to be processed, judge whether the consultation question to be processed needs to reply manually, when judging the consultation question to be processed does not need to reply manually, then produce the notice message and send to the goal terminal station, in order to goal user trigger this notice message in order to make goal terminal station send the login request message used for requesting to login the goal application program to the second server end; meanwhile, when the first server side judges that the to-be-processed consultation problem does not need to be replied manually, the target user identification information and the to-be-processed consultation problem are provided for the second server side, so that the second server side responds to the login request message, target operation guide information for solving the to-be-processed consultation problem is obtained according to the target user identification information and the to-be-processed consultation problem, the target user identification information and the target operation guide information are provided for the target terminal, the target terminal logs in the target application program by using the target user identification information, the target operation guide information is displayed in the target application program, and the target operation guide information is displayed in the target application program, so that a target user can conveniently operate according to the target operation guide information to solve the to-be-processed consultation problem.

Third embodiment

The third embodiment of the present application also provides another information processing method corresponding to the first and second embodiments. The execution body of the embodiment is a second server, and the same parts as those of the scene embodiment, the first embodiment, and the second embodiment in the third embodiment are not described, and please refer to the relevant parts of the scene embodiment, the first embodiment, and the second embodiment specifically.

Step S801: and obtaining the pending consultation problem and the target user identification information of the target user in the process of accessing the commodity of the target order by the target user provided by the first service end by using the intelligent cabinet.

In this embodiment, the consultation question to be processed is a consultation question judged by the first service end and not needing to be replied manually; the first server is a processing end which sends a notification message used for being triggered to log in a target application program to the target terminal based on target user identification information; the target application is an application for instructing to operate the intelligent cabinet.

Step S802: and obtaining a login request message sent by the target terminal and used for requesting to login to the target application program.

Step S803: and responding to the login request message, and providing target user identification information and target operation guide information for solving the pending consultation problem to the target terminal.

In this embodiment, the second server provides the target user identification information and the target operation guiding information to the target terminal, so that the target terminal logs in the target application program based on the target user identification information, and the target operation guiding information is displayed in the target application program, and is used for guiding the operation information of the target user in the target application program.

In this embodiment, further comprising: and obtaining target operation guide information according to the target user identification information and the to-be-processed consultation problem.

Because the first server side provides the second server side with the use role information of the target user in the process of using the intelligent cabinet, when the target operation guiding information is obtained according to the target user identification information and the to-be-processed consultation problem, the target operation guiding information can be obtained according to the target user identification information, the to-be-processed consultation problem and the use role information.

The using role information comprises at least one of first type role information of storing commodities by using the intelligent cabinet and second type role information of receiving the commodities by using the intelligent cabinet; a first type of character such as a dispatch rider who deposits a meal to the intelligent taking chest or a manager who manages the intelligent taking chest; the second type of character is such as an order user who uses the intelligent get chest to get a meal or a user who gets a meal instead of an order user.

Since it is mentioned in the first embodiment that the second server side may determine the target order card for displaying the target operation guidance information based on at least one of the pending consultation questions and the target operation guidance information, the present embodiment further includes: and determining a target order card for displaying the target operation guide information based on at least one of the to-be-processed consultation questions and the target operation guide information.

In practice, a plurality of candidate order cards may be presented in the target application, each of the candidate order cards corresponding to one of the candidate operation guidance information or one of the candidate counseling questions, and thus the target order card for presenting the target operation guidance information may be determined based on at least one of the counseling question to be processed and the target operation guidance information.

The application provides an information processing method, in which a second server side obtains a to-be-processed consultation problem and target user identification information of a target user in the process that a target user provided by a first server side accesses goods of a target order by using an intelligent cabinet, the to-be-processed consultation problem is a consultation problem which is judged by the first server side and does not need to be manually replied, after a login request message sent by a target terminal and used for requesting to login to a target application program is obtained, target operation guide information is obtained according to the target user identification information and the to-be-processed consultation problem in response to the login request message, the target user identification information and the target operation guide information used for solving the to-be-processed consultation problem are provided to the target terminal, and the target application program is enabled to display the target operation guide information so that the target user can operate according to the target operation guide information to solve the to-be-processed consultation problem, and the efficiency of solving the to-be-processed consultation problem needing to be consulted is improved.

Fourth embodiment

The fourth embodiment of the present application also provides an information processing system corresponding to the information processing methods provided in the first to third embodiments of the present application. Since the system embodiments are substantially similar to the first to third embodiments, the description is relatively simple, and the relevant points will be referred to the partial description of the first to third embodiments. The system embodiments described below are merely illustrative.

The present embodiment provides an information processing system including: target terminal, first service end and second service end.

And the target terminal is used for sending the consultation request message of the target user to the first service terminal.

The first service end is used for responding to the consultation request message and obtaining the consultation problem to be processed of the target user in the process of accessing the commodity of the target order by using the intelligent cabinet; judging whether the consultation problem to be processed needs to be manually replied or not; if the to-be-processed consultation problem does not need to be replied manually, a notification message for being triggered to log in the target application program is sent to the target terminal based on the target user identification information of the target user, and the target user identification information and the to-be-processed consultation problem are sent to the second server.

The second server is used for responding to a login request message sent by the target terminal and used for requesting to login to the target application program, providing target user identification information and target operation guide information used for solving the to-be-processed consultation problem for the target terminal, enabling the target terminal to login to the target application program based on the target user identification information, displaying the target operation guide information in the target application program, wherein the target application program is an application program used for indicating to operate the intelligent cabinet, and the target operation guide information is operation information used for guiding a target user in the target application program.

The application provides an information processing system, because in the system, after the target terminal sends the consulting request message of the target user to the first service terminal, the first service terminal obtains the problem of consulting to be processed, and then, when the first service terminal judges that the problem of consulting to be processed does not need to be replied manually, the first service terminal generates a notification message and sends the notification message to the target terminal, so that the target user triggers the notification message to enable the target terminal to send a login request message for requesting to login to a target application program to the second service terminal; meanwhile, when the first server side judges that the to-be-processed consultation problem does not need to be replied manually, the target user identification information and the to-be-processed consultation problem are provided for the second server side, so that the second server side responds to the login request message, target operation guide information for solving the to-be-processed consultation problem is obtained according to the target user identification information and the to-be-processed consultation problem, the target user identification information and the target operation guide information are provided for the target terminal, the target terminal is finally used for logging in the target application program by using the target user identification information, the target operation guide information is displayed in the target application program, and the target operation guide information is displayed in the target application program, so that a target user can conveniently operate according to the target operation guide information to solve the to-be-processed consultation problem.

Fifth embodiment

The fifth embodiment of the present application also provides an information processing apparatus corresponding to the information processing method provided by the first embodiment of the present application. Since the device embodiment is substantially similar to the first embodiment, the description is relatively simple, and reference is made to the partial description of the first embodiment for relevant points. The device embodiments described below are merely illustrative.

The information processing apparatus, which is applied to a target terminal, includes: the system comprises a consultation request message sending unit, a consultation request message sending unit and a consultation request message processing unit, wherein the consultation request message sending unit is used for sending a consultation request message of a target user to a first service end, so that the first service end obtains a to-be-processed consultation problem of the target user in the process of accessing a commodity of a target order by using an intelligent cabinet, judges whether the to-be-processed consultation problem needs to be manually replied, and if the to-be-processed consultation problem does not need to be manually replied, generates a notification message for being triggered to log in a target application program, and sends target user identification information and the to-be-processed consultation problem to a second service end; the target application program is an application program for indicating to operate the intelligent cabinet; a notification message obtaining unit, configured to obtain the notification message provided by the first service end; a login request message sending unit, configured to send a login request message for requesting to login the target application program to a second server in response to detecting a triggering operation of the target user on the notification message, so that the second server obtains target operation guiding information for solving the pending consultation problem according to the target user identification information and the pending consultation problem in response to the login request message, where the target operation guiding information is operation information for guiding the target user in the target application program; a target operation guiding information obtaining unit 904, configured to obtain the target user identification information and the target operation guiding information provided by the second server; and a display unit 905, configured to log in the target application program based on the target user identification information, and display the target operation guiding information in the target application program.

Sixth embodiment

The sixth embodiment of the present application also provides an information processing apparatus corresponding to the information processing method provided by the second embodiment of the present application. Since the device embodiment is substantially similar to the second embodiment, the description is relatively simple, and reference is made to the description of the second embodiment for relevant points. The device embodiments described below are merely illustrative.

The information processing device is applied to a first service end, and comprises: the system comprises a to-be-processed consultation problem obtaining unit, a target terminal and a target user processing unit, wherein the to-be-processed consultation problem obtaining unit is used for responding to a consultation request message of the target user sent by the target terminal and obtaining the to-be-processed consultation problem of the target user in the process of accessing commodities of a target order by using the intelligent cabinet; the judging unit is used for judging whether the consultation problem to be processed needs to be manually replied or not; and the message processing unit is used for sending a notification message for being triggered to log in a target application program to the target terminal based on target user identification information of the target user if the to-be-processed consultation problem does not need to be replied manually, sending the target user identification information and the to-be-processed consultation problem to a second server, so that the second server responds to a login request message sent by the target terminal and used for requesting to log in the target application program, providing the target user identification information and target operation guide information for solving the to-be-processed consultation problem to the target terminal, enabling the target terminal to log in the target application program based on the target user identification information, displaying the target operation guide information in the target application program, wherein the target application program is an application program used for indicating to operate the intelligent cabinet, and the target operation guide information is operation information used for guiding the target user in the target application program.

Seventh embodiment

The seventh embodiment of the present application also provides an information processing apparatus corresponding to the information processing method provided by the third embodiment of the present application. Since the device embodiment is substantially similar to the third embodiment, the description is relatively simple, and reference is made to the description of the third embodiment for relevant points. The device embodiments described below are merely illustrative.

The information processing device is applied to a second server, and the device comprises: the system comprises a to-be-processed consultation problem and target user identification information obtaining unit, a target user identification information obtaining unit and a target user identification information obtaining unit, wherein the to-be-processed consultation problem and target user identification information obtaining unit is used for obtaining to-be-processed consultation problem and target user identification information of a target user in the process of accessing goods of a target order by using an intelligent cabinet, wherein the goods are provided by a first service end; the to-be-processed consultation questions are consultation questions which are judged by the first server and do not need to be manually replied; the first server is a processing end which sends a notification message used for being triggered to log in a target application program to a target terminal based on the target user identification information; the target application program is an application program for indicating to operate the intelligent cabinet; a login request message obtaining unit, configured to obtain a login request message sent by the target terminal and used for requesting to login the target application program; and the target user identification information and target operation guide information providing unit is used for responding to the login request message and providing the target user identification information and target operation guide information for solving the pending consultation problem for the target terminal, so that the target terminal logs in the target application program based on the target user identification information, the target operation guide information is displayed in the target application program, and the target operation guide information is the operation information for guiding the target user in the target application program.

Eighth embodiment

The eighth embodiment of the present application also provides an electronic device corresponding to the methods of the first to third embodiments of the present application.

In this embodiment, an optional hardware structure of the electronic device includes: at least one processor, at least one memory, and at least one communication bus; the memory contains programs and data.

The bus may be a communication device that transfers data between components within the electronic device, such as an internal bus (e.g., a CPU-memory bus, processor central processing unit, abbreviated CPU), an external bus (e.g., a universal serial bus port, a peripheral component interconnect express port), and so forth.

In addition, the electronic device further includes: at least one network interface, at least one peripheral interface. A network interface to provide wired or wireless communication with an external network (e.g., the internet, an intranet, a local area network, a mobile communication network, etc.); in some embodiments, the network interface may include any number of network interface controllers (English: network interface controller, NIC for short), radio Frequency (RF) modules, transponders, transceivers, modems, routers, gateways, any combination of wired network adapters, wireless network adapters, bluetooth adapters, infrared adapters, near Field Communication (NFC) adapters, cellular network chips, and the like.

The peripheral interfaces are used for connecting with peripheral devices, such as peripheral device 1, peripheral device 2 and peripheral device 3in the figure. Peripherals, i.e., peripheral devices, which may include, but are not limited to, cursor control devices (e.g., mice, touchpads, or touchscreens), keyboards, displays (e.g., cathode ray tube displays, liquid crystal displays). A display or light emitting diode display, a video input device (e.g., a video camera or an input interface communicatively coupled to a video archive), etc.

The processor may be a CPU, or an Application-specific integrated Circuit ASIC (Application SPECIFIC INTEGRATED circuits), or one or more integrated circuits configured to implement embodiments of the present application.

The memory may comprise high-speed RAM (collectively referred to as Random Access Memory a random access memory) memory, or may further comprise non-volatile memory (non-volatile memory), such as at least one disk memory.

The processor calls the program and the data stored in the memory to execute the methods of the first embodiment to the third embodiment of the present application.

Ninth embodiment

The ninth embodiment of the present application also provides a computer storage medium storing a computer program corresponding to the methods of the first to third embodiments of the present application, the computer program being executed by a processor to perform the methods of the first to third embodiments of the present application.

While the application has been described in terms of preferred embodiments, it is not intended to be limiting, but rather, it will be apparent to those skilled in the art that various changes and modifications can be made herein without departing from the spirit and scope of the application as defined by the appended claims.

In one typical configuration, a computing device includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory. The Memory may include volatile Memory, random Access Memory (RAM), and/or nonvolatile Memory in a computer-readable medium, such as Read-Only Memory (ROM) or flash RAM. Memory is an example of computer-readable media.

1. Computer readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of storage media for a computer include, but are not limited to, phase change Memory (English: PHASE CHANGE Memory; PRAM), static random access Memory (English: static Random Access Memory; SRAM), dynamic random access Memory (English: dynamic Random Access Memory; DRAM), other types of Random Access Memory (RAM), read-Only Memory (ROM), electrically erasable programmable read-Only Memory (EEPROM), flash Memory or other Memory technology, read-Only optical disk read-Only Memory (English: compact Disc Read-Only Memory; CD-ROM), digital versatile disk (English: DIGITAL VERSATILE DISC; DVD) or other optical storage, magnetic cassettes, magnetic tape storage or other magnetic storage devices, or any other non-transmission medium, which can be used to store information that can be accessed by a computing device. Computer-readable media, as defined herein, does not include non-transitory computer-readable storage media (non-transitory computer readable storage media), such as modulated data signals and carrier waves.

2. It will be appreciated by those skilled in the art that embodiments of the present application may be provided as a method, system, or computer program product. Accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.

It should be noted that, the user information (including but not limited to user equipment information, user personal information, etc.) and the data (including but not limited to data for analysis, stored data, presented data, etc.) related to the present application are information and data authorized by the user or fully authorized by each party, and the collection, use and processing of the related data need to comply with the related laws and regulations and standards of the related country and region, and provide corresponding operation entries for the user to select authorization or rejection.

Claims

1. An information processing method, characterized by being applied to a target terminal, comprising:

Sending a consultation request message of a target user to a first service end, so that the first service end obtains a to-be-processed consultation problem of the target user in the process of accessing a commodity of a target order by using an intelligent cabinet, judging whether the to-be-processed consultation problem needs to be manually replied, and if the to-be-processed consultation problem does not need to be manually replied, generating a notification message for being triggered to log in a target application program, and sending the target user identification information and the to-be-processed consultation problem to a second service end; the target application program is an application program for indicating to operate the intelligent cabinet;

obtaining the notification message provided by the first service end;

Responding to the detection of the triggering operation of the target user for the notification message, sending a login request message for requesting to login the target application program to a second server side, so that the second server side responds to the login request message, and acquiring target operation guide information for solving the pending consultation problem according to the target user identification information and the pending consultation problem, wherein the target operation guide information is operation information for guiding the target user in the target application program;

obtaining the target user identification information and the target operation guide information provided by the second server;

And logging in the target application program based on the target user identification information, and displaying the target operation guide information in the target application program.

2. The method of claim 1, wherein the exposing the target operation guidance information in the target application comprises:

Determining a target order card for displaying the target operation guide information in the target application program according to the target operation guide information;

and displaying the target operation guide information in the target order card.

3. The method of claim 2, wherein the target order is an order requiring re-opening of a smart cabinet to take merchandise;

the displaying the target operation guiding information in the target order card comprises the following steps:

And displaying at least one of target order information of the target order, intelligent cabinet information corresponding to the target order, a first session request function module for requesting a session with the delivery capacity of the delivery target order, a guide determination function module for guiding and determining storage position information of commodities storing the target order, and a cabinet opening request function module for requesting to re-open the intelligent cabinet in the first order card.

4. The method of claim 2, wherein the target order is an order that requires a session with a manager managing the intelligent cabinet to take the commodity;

And displaying at least one of target order information of the target order, intelligent cabinet information corresponding to the target order and a second session request function module for requesting a session with the manager in a second order card.

5. The method of claim 2, wherein the target order is an order to take merchandise in lieu of an order placing user;

And displaying at least one of session mode description information representing a session with the order subscriber and example description information of a third session request function module for requesting the session with the order subscriber in a subscription platform in a third order card.

6. The method of claim 2, wherein the target order is an order requiring retransmission of intelligent cabinet information, credential information for opening intelligent cabinets;

And displaying at least one of target order information of the target order, intelligent cabinet information corresponding to the target order, credential information for opening the intelligent cabinet and a sending request function module for requesting to resend the intelligent cabinet information and the credential information to an order placing user in a fourth order card.

7. The method according to claim 2, wherein the sending, in response to detecting the triggering operation of the target user for the notification message, a login request message for requesting to login to the target application to the second server includes:

responsive to detecting a triggering operation of the target user for the notification message, displaying a browser including a link for being triggered to log in to the target application;

and responding to the detection of the triggering operation of the link displayed in the browser, and sending a login request message for requesting to login the target application program to a second server.

8. An information processing method, applied to a first service end, comprising:

Responding to a consultation request message of a target user sent by a target terminal, and obtaining a to-be-processed consultation problem of the target user in the process of accessing commodities of a target order by using an intelligent cabinet;

judging whether the consultation problem to be processed needs to be manually replied or not;

If the to-be-processed consultation problem does not need to be replied manually, a notification message for being triggered to log in a target application program is sent to the target terminal based on target user identification information of the target user, the target user identification information and the to-be-processed consultation problem are sent to a second server, so that the second server responds to a login request message sent by the target terminal and used for requesting to log in the target application program, the target user identification information and target operation guide information used for solving the to-be-processed consultation problem are provided to the target terminal, the target terminal logs in the target application program based on the target user identification information, the target operation guide information is displayed in the target application program, the target application program is an application program used for indicating to operate the intelligent cabinet, and the target operation guide information is operation information used for guiding the target user in the target application program.

9. The method as set forth in claim 8, wherein the obtaining the pending consultation questions of the target user during the accessing of the goods of the target order using the intelligent cabinet in response to the consultation request message of the target user transmitted by the target terminal includes:

Triggering and determining at least one of target user identification information and target order identification information in response to the consultation request message;

according to at least one of the target user identification information and the target order identification information, obtaining a consultation problem selected by the target user from a plurality of preset candidate consultation problems aiming at the commodity of the target order, and taking the consultation problem selected by the target user as the consultation problem to be processed.

10. The method of claim 9, wherein the determining whether the pending consultation questions require manual answer comprises:

And judging whether the consultation problem to be processed needs to be manually replied or not based on the corresponding relation between a plurality of preset candidate consultation problems and candidate processing modes which need to be manually replied or not.

11. The method as recited in claim 8, further comprising:

acquiring field information for representing the to-be-processed consultation problem according to the to-be-processed consultation problem;

And splicing the field information with a link used for being triggered to log in the target application program to generate the notification message.

12. The method as recited in claim 8, further comprising: obtaining the use role information of the target user in the process of using the intelligent cabinet, wherein the use role information comprises at least one type of role information of a first type of role information of storing commodities by using the intelligent cabinet and a second type of role information of receiving the commodities by using the intelligent cabinet;

and providing the use role information to the second server side so that the second server side can obtain the target operation guide information according to the target user identification information, the to-be-processed consultation problem and the use role information.

13. The method as recited in claim 8, further comprising:

if the to-be-processed consultation problem needs to be manually replied, sending a manual reply request message for requesting to manually reply the to-be-processed consultation problem to a manual processing end, so that the manual processing end responds to the manual reply request message to manually reply the to-be-processed consultation problem.

14. An information processing method, which is applied to a second server, the method comprising:

Obtaining a to-be-processed consultation problem and target user identification information of a target user, which are provided by a first service end, in the process of accessing commodities of a target order by using an intelligent cabinet; the to-be-processed consultation questions are consultation questions which are judged by the first server and do not need to be manually replied; the first server is a processing end which sends a notification message used for being triggered to log in a target application program to a target terminal based on the target user identification information; the target application program is an application program for indicating to operate the intelligent cabinet;

obtaining a login request message sent by the target terminal and used for requesting to login the target application program;

And responding to the login request message, providing the target user identification information and target operation guide information for solving the to-be-processed consultation problem for the target terminal, enabling the target terminal to log in the target application program based on the target user identification information, and displaying the target operation guide information in the target application program, wherein the target operation guide information is operation information for guiding the target user in the target application program.

15. The method as recited in claim 14, further comprising:

acquiring the target operation guide information according to the target user identification information and the to-be-processed consultation problem;

Acquiring the use role information of the target user in the process of using the intelligent cabinet, wherein the use role information comprises at least one of first type role information of storing commodities by using the intelligent cabinet and second type role information of receiving the commodities by using the intelligent cabinet;

the obtaining the target operation guiding information according to the target user identification information and the to-be-processed consultation problem comprises the following steps: and obtaining the target operation guide information according to the target user identification information, the to-be-processed consultation questions and the use role information.