CN110751459A - Service management method, system, equipment and medium based on time information - Google Patents
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Abstract
The invention provides a service management method, a system, equipment and a medium based on time information, which comprises the following steps: creating an interactive service file, acquiring service track information according to the time information of the interactive service file, and analyzing service demand output response information; wherein the service track information includes at least one of the following information: service information, time information, geographical location information; the invention provides data reference for the business handling of the client by predicting the business requirements of the client, improves the efficiency and enhances the user experience.
Description
Technical Field
The present invention relates to the field of finance, and in particular, to a method, system, device, and medium for service management based on time information.
Background
The financial business is usually handled by a company according to the production and operation condition of the company, the fund reserve condition and the future operation and development requirements of the company, funds are financed for investors and creditors of the company through scientific prediction and decision, and fund supply is organized so as to ensure the normal production and operation activity requirements of the company. The financial institution also needs to fully consider the actual requirements of the customers when conducting related business handling, and makes reasonable decisions according to the historical behaviors of the customers. However, most financial institutions lack a targeted decision for customer requirements during business handling at present, and cannot respond to the customer requirements in advance, so that not only is a lot of time and cost consumed for temporarily preparing business-related data, but also customer experience is greatly reduced, and customer efficiency is affected.
Disclosure of Invention
In view of the problems in the prior art, the invention provides a service management method, system, device and medium based on time information, and mainly solves the problems of lack of pertinence and low efficiency in service handling.
In order to achieve the above and other objects, the present invention adopts the following technical solutions.
A service management method based on time information comprises the following steps:
creating an interactive service file, acquiring service track information according to the time information of the interactive service file, and analyzing service demand output response information; wherein the service track information includes at least one of the following information: service information, time information, geographical location information.
Optionally, the interactive service profile is created according to historical visiting data, wherein the interactive service profile includes biometric features, voice information, key features, and service information.
Optionally, the key features include a keyword feature and a key phrase feature.
Optionally, the interactive service profiles are classified according to the biometric features in the interactive service profiles, and a plurality of interactive service profiles of the same category corresponding to the biometric features are obtained.
Optionally, a plurality of interaction service profiles of the same category in different geographic locations are obtained according to the biometric features, and a profile network is created.
Optionally, the nodes of the archive network are created according to the interactive service archive, and the connection relationship between the nodes is established according to the latest time information of the interactive service archive and the time sequence.
Optionally, the service information within the set time interval is obtained according to the connection relationship of the archive network.
Optionally, the response information includes voice prompt information, pop-up window prompt information, and message notification.
Optionally, a time interval is set, and service information of each interactive service file corresponding to the file network is obtained according to the time interval; and acquiring the service track information of each interactive service file according to the service information and the time information.
Optionally, the frequency information of the same type of service in the service trajectory information of each interactive service file is counted, and the service requirement of the corresponding interactive service file is obtained.
Optionally, when the biometric feature identification is performed on a certain node of the archive network, the geographic location information of the corresponding node is acquired, and the interaction service archive having a higher priority is set according to the geographic location information, and other interaction service archives having an equal priority.
Optionally, according to the priority of the interactive service file, service trajectory information corresponding to the interactive service file with a higher priority is obtained, and a corresponding service requirement is output.
A service management system based on time information, comprising:
the file creating module is used for creating an interactive service file;
a track obtaining module, configured to obtain service track information according to the time information of the interactive service file, where the service track information includes at least one of the following information: service information, time information, geographical location information;
and the response information is used for analyzing the service requirement output response information.
Optionally, the system comprises a classification module, configured to classify the interaction service profile according to the biometric features in the interaction service profile, and obtain a plurality of interaction service profiles of the same category corresponding to the biometric features.
Optionally, the system comprises a profile network creating module, configured to obtain a plurality of interaction service profiles of the same category in different geographic locations according to the biometric features, and create a profile network.
Optionally, the system includes a time threshold setting module, configured to set a time threshold, and obtain service information of each interactive service profile corresponding to the profile network according to the time threshold; and acquiring the service track information of each interactive service file according to the service information and the time information.
Optionally, the system includes a statistics module, configured to count frequency information of a same type of service in the service trajectory information of each interactive service profile, and obtain the service requirement of the corresponding interactive service profile.
Optionally, the system comprises a priority setting module, configured to obtain geographic location information of a corresponding node when performing the biometric feature identification on a certain node of the archive network, and set, according to the geographic location information, that a corresponding interaction service archive has a higher priority, and other interaction service archives have an equal priority.
An apparatus, comprising:
one or more processors; and
one or more machine readable media having instructions stored thereon that, when executed by the one or more processors, cause the apparatus to perform the method for time information based traffic management.
One or more machine readable media having instructions stored thereon, which when executed by one or more processors, cause an apparatus to perform the method for time information based service management.
As described above, the method, system, device and medium for service management based on time information according to the present invention have the following advantages.
Through creating an interactive service file, the requirement can be analyzed according to historical data, and a targeted decision can be made; the service track is obtained according to the time information of the service, reference data are provided for the service handling of the client, the service handling efficiency can be improved, and the enhancement of the experience of the client is facilitated.
Drawings
Fig. 1 is a flowchart of a service management method based on time information according to an embodiment of the present invention.
Fig. 2 is a block diagram of a service management system based on time information according to an embodiment of the present invention.
Fig. 3 is a schematic structural diagram of a terminal device in an embodiment of the present invention.
Fig. 4 is a schematic structural diagram of a terminal device in another embodiment of the present invention.
Detailed Description
The embodiments of the present invention are described below with reference to specific embodiments, and other advantages and effects of the present invention will be easily understood by those skilled in the art from the disclosure of the present specification. The invention is capable of other and different embodiments and of being practiced or of being carried out in various ways, and its several details are capable of modification in various respects, all without departing from the spirit and scope of the present invention. It is to be noted that the features in the following embodiments and examples may be combined with each other without conflict.
It should be noted that the drawings provided in the following embodiments are only for illustrating the basic idea of the present invention, and the components related to the present invention are only shown in the drawings rather than drawn according to the number, shape and size of the components in actual implementation, and the type, quantity and proportion of the components in actual implementation may be changed freely, and the layout of the components may be more complicated.
Referring to fig. 1, the present invention provides a service management method based on time information, including steps S01-S02
In step S01, an interactive service profile is created:
the interactive service profile may be created from historical visit data of the customer, which may include biometric features, voice information, key features, service information, and the like. The biometric features may include human face features, fingerprint features, and the like. Taking banking business as an example, when a client enters a certain bank to transact financial business, the bank can acquire facial image information of the client through a camera device arranged in a business transaction area and record voice communication information in the business transaction process of the client. And performing voice recognition on the voice communication information to acquire key features in the voice information of the client. The key features may include keyword features, key phrase features. And according to the business information transacted by the client, associating the facial image information, the voice information and the key characteristics of the client, and creating an interactive business file according to the associated information.
In one embodiment, the interactive service profile may also be labeled with the time information of the service transacted by the client. The related information in the interactive service file can be stored in association according to the time sequence, and the time information generated by the data updated to the interactive service file at the last time is used as the time marking information of the corresponding interactive service file.
In one embodiment, a plurality of servers may be connected via a network, the interaction service profiles stored in each server may be obtained, and the interaction service profiles may be classified according to biometric characteristics. Interactive service profiles containing the same client biometric characteristic may be classified into the same category. The exclusive file network can be created for each client according to each interactive service file of the same category, a plurality of interactive service files of different geographic positions are used as nodes of the file network, and the network connection of the file network is established according to the time marking information of each interactive service file. Taking banking business as an example, after a client transacts related business at a certain banking outlet, an interactive business file of the client is created according to business transacting data of the client, such as face images, voice interactive information, business information and the like, and a business transacting time node is used as the marking time of the interactive business file, such as 10 months 1 in 2010 and 10: 30. If the fact that the customer has the interactive service archive information at the bank branch is known by identifying the biological identification characteristics of the customer, the data information of the currently transacted service can be updated into the corresponding interactive service archive, and the time information of the currently transacted service is used as the time marking information of the interactive service archive. And can obtain the interactive service file from other bank outlets by the biological identification characteristic of the customer, and connect the interactive service files according to the sequence of the marked time to create the file network of the customer. The archive network is automatically updated each time a customer has a new business transaction record at a certain bank branch.
In step S02, obtaining service trajectory information according to the time information of the interactive service file, analyzing the service requirement, and outputting response information; wherein the service track information includes at least one of the following information: service information, time information, geographical location information:
in one embodiment, a time interval may be set, such as a customer interaction service profile stored in the profile network during the time period of month 1 2010 to month 6 2010. And extracting corresponding service information from each interactive service file, and acquiring service track information corresponding to each interactive service file according to the time information of each service transaction record in each interactive service file. And further analyzing the customer service requirements according to the service track information. If the frequency information of the same type of service transaction in the service track information of each interactive service file is counted, when the frequency information exceeds a set threshold value, a certain service is judged to be a conventional service of a client, and when the client next arrives at a bank branch point to handle the service, response information can be triggered according to the counting information. The response information may include voice prompts, pop-up prompts, message notifications, and the like. The information required by directly handling the corresponding service to the client through the voice output is output to the client through the voice playing so as to assist the client to handle the relevant service by self. And information can be displayed to corresponding staff through an interface prompt dialog box, so that the staff can adjust the strategy of communicating with the client, communicate according to specific service requirements, and improve the efficiency. And related service information can be pushed to the client through short messages and the like so that the client can know the related information or policy change in time.
In an embodiment, the frequency of the business transacted by the client to a certain network point in a certain time interval can be counted, and when the frequency information exceeds a set frequency threshold, the time distribution of the business transacted by the client and the corresponding business information are obtained. And predicting the client behavior according to the time distribution information of the business handling of the client, for example, the client may handle related business to a shop in a certain time period after several days, and setting a time trigger signal according to the prediction result. And when the time meets the trigger time of the preset time trigger information, triggering response information to remind relevant staff of preparing data required for handling relevant services in advance.
In one embodiment, when a client transacts business at a certain bank outlet, the bank outlet acquires face information of the client through a camera device, and performs face recognition through a server side to acquire identity information of the client. And acquiring an interactive service file corresponding to the customer according to the customer identity information. Meanwhile, according to the geographical position information of the bank outlets, the corresponding nodes in the archive network can be set to have higher priority, and other nodes in the archive network have equal priority. And preferentially acquiring service track information corresponding to the interactive service file of the node, and predicting the client behavior according to the service track information so as to facilitate interaction according to the client requirement. Such as obtaining the business information that the customer often transacts at the banking outlet. Meanwhile, the service track information of other archive network nodes is obtained and used as auxiliary reference to know what services the client transacts at other network points and which service requirements may exist, so that relevant service information is recommended to the client according to the service requirements. In another embodiment, the priority can be set according to the time connection relation of the archive network in chronological order, and the related data in the earlier time has higher weight when the customer behavior prediction is carried out. And outputting corresponding response information according to the client behavior prediction result.
Referring to fig. 2, the present invention provides a service management system based on time information, which is used for executing the service management method based on time information in the foregoing method embodiment. Since the technical principle of the system embodiment is similar to that of the method embodiment, repeated description of the same technical details is omitted.
In one embodiment, the time information-based service management system includes a profile creation module 10, a trajectory acquisition module 11, and a response module 12. The profile creation module 10 is configured to assist in executing step S01 described in the foregoing method embodiment; the trajectory acquisition module 11 and the response module 12 are used to assist in executing step S02 described in the foregoing method embodiments.
The interactive service profile may be created from historical visit data of the customer, which may include biometric features, voice information, key feature information, service information, and the like. The biometric features may include human face features, fingerprint features, and the like. Taking banking business as an example, when a client enters a certain bank to transact financial business, the bank can acquire facial image information of the client through a camera device arranged in a business transaction area and record voice communication information in the business transaction process of the client. And performing voice recognition on the voice communication information to acquire key characteristic information in the voice information of the client. The key feature information may include key word features, key phrase features. And according to the business information transacted by the client, correlating the facial image information, the voice information and the key characteristic information of the client, and creating an interactive business file according to the correlation information.
In an embodiment, the system includes a classification module, configured to classify the interactive service profile according to a biometric feature in the interactive service profile, and obtain a plurality of interactive service profiles of the same category corresponding to the biometric feature.
In one embodiment, the system comprises a profile network creation module for acquiring a plurality of interaction service profiles of the same category at different geographic locations according to the biometric features and creating a profile network.
In one embodiment, the system comprises a time setting module, a service information obtaining module and a service information obtaining module, wherein the time setting module is used for setting a time interval and obtaining service information of each corresponding interactive service file in the file network according to the time interval; and acquiring the service track information of each interactive service file according to the service information and the time information.
In an embodiment, the system includes a statistics module, configured to count frequency information of a same type of service in the service trajectory information of each interactive service file, and obtain a service requirement of a corresponding interactive service file.
In an embodiment, the system includes a priority setting module, configured to, when the biometric feature identification is performed on a certain node of the profile network, obtain geographic location information of the corresponding node, and set, according to the geographic location information, that the corresponding interaction service profile has a higher priority, and other interaction service profiles have an equal priority.
And the priority can be set according to the time connection relation of the archive network in time sequence, and the relevant data with earlier time has higher weight when the customer behavior is predicted. And outputting corresponding response information according to the client behavior prediction result.
An embodiment of the present application further provides an apparatus, which may include: one or more processors; and one or more machine readable media having instructions stored thereon that, when executed by the one or more processors, cause the apparatus to perform the method of fig. 1. In practical applications, the device may be used as a terminal device, and may also be used as a server, where examples of the terminal device may include: the mobile terminal includes a smart phone, a tablet computer, an electronic book reader, an MP3 (Moving Picture Experts Group Audio Layer III) player, an MP4 (Moving Picture Experts Group Audio Layer IV) player, a laptop, a vehicle-mounted computer, a desktop computer, a set-top box, an intelligent television, a wearable device, and the like.
The embodiment of the present application also provides a non-volatile readable storage medium, where one or more modules (programs) are stored in the storage medium, and when the one or more modules are applied to a device, the device may execute instructions (instructions) included in the step of the time information based service management method in fig. 1 according to the embodiment of the present application.
Fig. 3 is a schematic diagram of a hardware structure of a terminal device according to an embodiment of the present application. As shown, the terminal device may include: an input device 1100, a first processor 1101, an output device 1102, a first memory 1103, and at least one communication bus 1104. The communication bus 1104 is used to implement communication connections between the elements. The first memory 1103 may include a high-speed RAM memory, and may also include a non-volatile storage NVM, such as at least one disk memory, and the first memory 1103 may store various programs for performing various processing functions and implementing the method steps of the present embodiment.
Alternatively, the first processor 1101 may be, for example, a Central Processing Unit (CPU), an Application Specific Integrated Circuit (ASIC), a Digital Signal Processor (DSP), a Digital Signal Processing Device (DSPD), a Programmable Logic Device (PLD), a Field Programmable Gate Array (FPGA), a controller, a microcontroller, a microprocessor, or other electronic components, and the processor 1101 is coupled to the input device 1100 and the output device 1102 through a wired or wireless connection.
Optionally, the input device 1100 may include a variety of input devices, such as at least one of a user-oriented user interface, a device-oriented device interface, a software programmable interface, a camera, and a sensor. Optionally, the device interface facing the device may be a wired interface for data transmission between devices, or may be a hardware plug-in interface (e.g., a USB interface, a serial port, etc.) for data transmission between devices; optionally, the user-facing user interface may be, for example, a user-facing control key, a voice input device for receiving voice input, and a touch sensing device (e.g., a touch screen with a touch sensing function, a touch pad, etc.) for receiving user touch input; optionally, the programmable interface of the software may be, for example, an entry for a user to edit or modify a program, such as an input pin interface or an input interface of a chip; the output devices 1102 may include output devices such as a display, audio, and the like.
In this embodiment, the processor of the terminal device includes a function for executing each module of the speech recognition apparatus in each device, and specific functions and technical effects may refer to the above embodiments, which are not described herein again.
Fig. 4 is a schematic hardware structure diagram of a terminal device according to another embodiment of the present application. Fig. 4 is a specific embodiment of fig. 3 in an implementation process. As shown, the terminal device of the present embodiment may include a second processor 1201 and a second memory 1202.
The second processor 1201 executes the computer program code stored in the second memory 1202 to implement the method described in fig. 1 in the above embodiment.
The second memory 1202 is configured to store various types of data to support operations at the terminal device. Examples of such data include instructions for any application or method operating on the terminal device, such as messages, pictures, videos, and so forth. The second memory 1202 may include a Random Access Memory (RAM) and may also include a non-volatile memory (non-volatile memory), such as at least one disk memory.
Optionally, the first processor 1201 is provided in the processing assembly 1200. The terminal device may further include: communication component 1203, power component 1204, multimedia component 1205, speech component 1206, input/output interfaces 1207, and/or sensor component 1208. The specific components included in the terminal device are set according to actual requirements, which is not limited in this embodiment.
The processing component 1200 generally controls the overall operation of the terminal device. The processing assembly 1200 may include one or more second processors 1201 to execute instructions to perform all or part of the steps of the method illustrated in fig. 1 described above. Further, the processing component 1200 can include one or more modules that facilitate interaction between the processing component 1200 and other components. For example, the processing component 1200 can include a multimedia module to facilitate interaction between the multimedia component 1205 and the processing component 1200.
The power supply component 1204 provides power to the various components of the terminal device. The power components 1204 may include a power management system, one or more power sources, and other components associated with generating, managing, and distributing power for the terminal device.
The multimedia components 1205 include a display screen that provides an output interface between the terminal device and the user. In some embodiments, the display screen may include a Liquid Crystal Display (LCD) and a Touch Panel (TP). If the display screen includes a touch panel, the display screen may be implemented as a touch screen to receive an input signal from a user. The touch panel includes one or more touch sensors to sense touch, slide, and gestures on the touch panel. The touch sensor may not only sense the boundary of a touch or slide action, but also detect the duration and pressure associated with the touch or slide operation.
The voice component 1206 is configured to output and/or input voice signals. For example, the voice component 1206 includes a Microphone (MIC) configured to receive external voice signals when the terminal device is in an operational mode, such as a voice recognition mode. The received speech signal may further be stored in the second memory 1202 or transmitted via the communication component 1203. In some embodiments, the speech component 1206 further comprises a speaker for outputting speech signals.
The input/output interface 1207 provides an interface between the processing component 1200 and peripheral interface modules, which may be click wheels, buttons, etc. These buttons may include, but are not limited to: a volume button, a start button, and a lock button.
The sensor component 1208 includes one or more sensors for providing various aspects of status assessment for the terminal device. For example, the sensor component 1208 may detect an open/closed state of the terminal device, relative positioning of the components, presence or absence of user contact with the terminal device. The sensor assembly 1208 may include a proximity sensor configured to detect the presence of nearby objects without any physical contact, including detecting the distance between the user and the terminal device. In some embodiments, the sensor assembly 1208 may also include a camera or the like.
The communication component 1203 is configured to facilitate communications between the terminal device and other devices in a wired or wireless manner. The terminal device may access a wireless network based on a communication standard, such as WiFi, 2G or 3G, or a combination thereof. In one embodiment, the terminal device may include a SIM card slot therein for inserting a SIM card therein, so that the terminal device may log onto a GPRS network to establish communication with the server via the internet.
As can be seen from the above, the communication component 1203, the voice component 1206, the input/output interface 1207 and the sensor component 1208 referred to in the embodiment of fig. 4 can be implemented as the input device in the embodiment of fig. 3.
In summary, the service management method, system, device and medium based on time information of the present invention can predict the client behavior according to the historical requirements of the client by interacting the service files, and can make a decision according to the client requirements, thereby improving the working efficiency; by creating a client file network and connecting interactive service files of a plurality of access points, the client requirements can be analyzed comprehensively, relevant data can be prepared in advance according to the client requirements, the efficiency is improved, and the user experience can be effectively enhanced; the priority is set according to the time information, the screening and analysis of the track information of the nodes close to the time are facilitated, the data calculation amount is reduced, and meanwhile the analysis efficiency is improved. Therefore, the invention effectively overcomes various defects in the prior art and has high industrial utilization value.
The foregoing embodiments are merely illustrative of the principles and utilities of the present invention and are not intended to limit the invention. Any person skilled in the art can modify or change the above-mentioned embodiments without departing from the spirit and scope of the present invention. Accordingly, it is intended that all equivalent modifications or changes which can be made by those skilled in the art without departing from the spirit and technical spirit of the present invention be covered by the claims of the present invention.
Claims (20)
1. A service management method based on time information is characterized by comprising the following steps:
creating an interactive service file, acquiring service track information according to the time information of the interactive service file, analyzing service requirements and outputting response information; wherein the service track information includes at least one of the following information: service information, time information, geographical location information.
2. The time information-based service management method according to claim 1, wherein the interactive service profile is created according to historical visiting data, wherein the interactive service profile includes biometric features, voice information, key features, and service information.
3. The method of claim 2, wherein the key features include a keyword feature and a key phrase feature.
4. The method as claimed in claim 2, wherein the interactive service profiles are classified according to the biometric features in the interactive service profiles, and a plurality of interactive service profiles of the same category corresponding to the biometric features are obtained.
5. The method of claim 4, wherein a plurality of the same type of interactive service profiles of different geographic locations are obtained according to the biometric features, and a profile network is created.
6. The method according to claim 5, wherein the nodes of the archive network are created according to the interactive service archive, and the connection relationship between the nodes is established according to the latest time information of the interactive service archive in chronological order.
7. The method according to claim 6, wherein the service information within the set time interval is obtained according to the connection relationship of the archive network.
8. The method for managing services based on time information of claim 1, wherein the response message comprises voice prompt message, pop-up prompt message, and message notification.
9. The method according to claim 7, wherein a time interval is set, and the service information of each interactive service profile corresponding to the profile network is obtained according to the time interval; and acquiring the service track information of each interactive service file according to the service information and the time information.
10. The method for managing services based on time information according to claim 9, wherein the frequency information of the same type of services in the service trace information of each interactive service profile is counted to obtain the service requirements of the corresponding interactive service profile.
11. The method according to claim 5, wherein when performing the biometric identification on a certain node of the profile network, geographic location information of the corresponding node is obtained, and the interaction profile having a higher priority is set according to the geographic location information, and other interaction profiles having an equal priority are set.
12. The method for managing services based on time information according to claim 11, wherein the service trajectory information corresponding to the interactive service profile with higher priority is obtained according to the priority of the interactive service profile, and the corresponding service requirement is output.
13. A service management system based on time information, comprising:
the file creating module is used for creating an interactive service file;
a track obtaining module, configured to obtain service track information according to the time information of the interactive service file, where the service track information includes at least one of the following information: service information, time information, geographical location information;
and the response information is used for analyzing the service requirement output response information.
14. The time information-based service management system according to claim 13, comprising a classification module, configured to classify the interaction service profile according to the biometric features in the interaction service profile, so as to obtain a plurality of interaction service profiles of the same category corresponding to the biometric features.
15. The temporal-information-based transaction management system of claim 14, wherein the profile network creation module is configured to obtain a plurality of interactive transaction profiles of the same category at different geographic locations according to the biometric features and create a profile network.
16. The system according to claim 15, wherein the time setting module is configured to set a time interval, and obtain the service information of each interactive service profile corresponding to the profile network according to the time interval; and acquiring the service track information of each interactive service file according to the service information and the time information.
17. The system according to claim 16, comprising a statistic module for counting frequency information of services of the same category in the service trace information of each interactive service profile, and obtaining the service requirement of the corresponding interactive service profile.
18. The time information based service management system according to claim 15, comprising a priority setting module, configured to obtain geographic location information of a corresponding node when performing the biometric feature recognition on a certain node of the profile network, and set a corresponding interactive service profile to have a higher priority according to the geographic location information, and set other interactive service profiles to have an equal priority.
19. An apparatus, comprising:
one or more processors; and
one or more machine-readable media having instructions stored thereon that, when executed by the one or more processors, cause the apparatus to perform the method recited by one or more of claims 1-12.
20. One or more machine-readable media having instructions stored thereon, which when executed by one or more processors, cause an apparatus to perform the method recited by one or more of claims 1-12.
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