CN111669535A - Method and system for remotely handling financial services based on multi-channel videos - Google Patents
Method and system for remotely handling financial services based on multi-channel videos Download PDFInfo
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- CN111669535A CN111669535A CN202010540914.2A CN202010540914A CN111669535A CN 111669535 A CN111669535 A CN 111669535A CN 202010540914 A CN202010540914 A CN 202010540914A CN 111669535 A CN111669535 A CN 111669535A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N7/00—Television systems
- H04N7/14—Systems for two-way working
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/20—Servers specifically adapted for the distribution of content, e.g. VOD servers; Operations thereof
- H04N21/23—Processing of content or additional data; Elementary server operations; Server middleware
- H04N21/242—Synchronization processes, e.g. processing of PCR [Program Clock References]
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Abstract
The invention provides a method and a system for transacting financial services remotely based on multi-channel videos. The system comprises: the self-service equipment terminal initiates a corresponding video call according to the service handling information input by the client, collects multi-channel video data, sends a video task request to the video server, receives the real-time seat video and the remote service support sent by the remote support center, and completes the service handling by using the service auditing result; the video server sends the video task request to a remote support center according to the service handling information; and the remote support center receives the video task request, collects and sends the real-time seat video to the self-service equipment terminal, and provides remote service support according to the service handling information. The invention realizes the online remote guidance and audit of the customer handling business by the teller by depending on the network, and synchronously plays the multiple paths of videos, thereby being capable of analyzing and controlling people, affairs, things and environment from multiple directions and multiple dimensions, and ensuring the high efficiency, reliability, safety and convenience of the business handling.
Description
Technical Field
The invention relates to the technical field of remote financial service handling, in particular to a method and a system for remote financial service handling based on multi-channel videos.
Background
With the advent of the information-oriented era, new technologies such as 5G, the Internet of things, artificial intelligence, big data, intelligent terminals and the like are continuously emerging, the behavior patterns and the demands of customers are also continuously changed, the internet finance is popular, and the market competition is more intense. The deep integration of finance, the internet and related technologies has become a necessary trend for the development of domestic and international commercial banks. At present, the business handling process of a bank is still carried out on line, a client usually uses self-service equipment to complete the business handling, and if consultation and verification of the business handling are required, bank staff are required to carry out on-site face-to-face guidance and verification under the line. Therefore, the problems of low efficiency, high labor cost, inconvenience and the like exist in business handling.
Disclosure of Invention
The embodiment of the invention mainly aims to provide a method and a system for remotely handling financial services based on multi-channel videos, which can improve the handling efficiency of banking services, reduce the labor cost for handling the services and simultaneously enable the services to be handled more conveniently.
In order to achieve the above object, an embodiment of the present invention provides a method for transacting financial services remotely based on multiple videos, where the method includes:
initiating a video call corresponding to the service handling information, and collecting multi-channel video data;
sending a video task request, wherein the video task request comprises the service handling information and the multi-channel video data;
receiving an agent real-time video and remote service support, wherein the remote service support comprises a remote service instruction or a service verification result;
and completing the business transaction by using the business auditing result.
Optionally, in an embodiment of the present invention, initiating a video call corresponding to the service handling information, and acquiring multiple paths of video data includes: and initiating a service consultation video call or a service audit video call according to the service handling information, and acquiring multi-channel video data, wherein the multi-channel video data comprises a client front video, a service handling video and a handling environment video.
Optionally, in an embodiment of the present invention, the remote service guide includes a remote cursor control, a remote voice guide and/or a remote case presentation.
The embodiment of the invention also provides a method for transacting financial services remotely based on the multi-channel video, which comprises the following steps:
receiving a video task request, wherein the video task request comprises service handling information and multi-channel video data;
and sending the real-time seat video, and providing remote service support according to the service handling information, wherein the remote service support comprises a remote service instruction or a service verification result.
Optionally, in an embodiment of the present invention, the multiple paths of video data include a client front video, a service transaction video, and a transaction environment video.
Optionally, in an embodiment of the present invention, providing remote service support according to the service handling information includes: and performing remote cursor control, remote voice guidance and/or remote case display according to the service handling information and the service handling video.
Optionally, in an embodiment of the present invention, providing remote service support according to the service handling information further includes: and auditing the service transaction information, the client front video, the service transaction video and the transaction environment video to generate a service audit result.
The embodiment of the invention also provides a system for transacting financial services remotely based on multi-channel videos, which comprises: the system comprises a self-service equipment terminal, a video server and a remote support center;
the self-service equipment terminal initiates a corresponding video call according to service handling information input by a client, collects multi-channel video data, sends a video task request to the video server, receives a seat real-time video and remote service support sent by the remote support center, and completes service handling by using the service auditing result, wherein the video task request comprises the service handling information and the multi-channel video data;
the video server sends the video task request to the remote support center according to the service handling information;
and the remote support center receives the video task request, collects and sends the real-time seat video to the self-service equipment terminal, and provides remote service support according to the service handling information, wherein the remote service support comprises a remote service guide or a service auditing result.
Optionally, in an embodiment of the present invention, the self-service device terminal includes a video box, which is used to collect the client front video, the service handling video, and the handling environment video, collect the client voice data, and perform encoding processing on the client front video, the service handling video, and the handling environment video.
Optionally, in an embodiment of the present invention, the self-service device terminal is further configured to display the customer front video and the seat real-time video.
Optionally, in an embodiment of the present invention, the remote support center includes a plurality of agent terminals, and the agent terminals display the customer front video, the service handling video, the handling environment video, and the agent real-time video, and provide remote service support according to the service handling information and the customer front video, the service handling video, and the handling environment video.
Optionally, in an embodiment of the present invention, the agent side is further configured to perform remote cursor control, remote voice guidance and/or remote case display according to the service handling information and the service handling video.
Optionally, in an embodiment of the present invention, the agent side is further configured to audit the service transaction information, the client front video, the service transaction video, and the transaction environment video, and generate a service audit result.
Optionally, in an embodiment of the present invention, the video server includes a multi-point call control unit, an intelligent call queuing unit, and a recording and storing on-demand unit; the multipoint call control unit receives the video task request and calls the intelligent call queuing unit; the intelligent call queuing unit distributes the video task request to an idle seat end in the remote support center according to the service handling information; the recording and storing on-demand unit stores a video task request, multi-channel video data, seat real-time video and remote service support.
Optionally, in an embodiment of the present invention, the system further includes an electronic file module, configured to establish a video file according to the service handling information, the multiple paths of video data, the real-time seat video, and the remote service support in the service handling process.
The invention also provides an electronic device, which comprises a first memory, a first processor and a computer program stored on the first memory and capable of running on the first processor, wherein the first processor realizes the method when executing the program.
The invention also provides an electronic device comprising a second memory, a second processor and a computer program stored on the second memory and executable on the second processor, wherein the second processor implements the method when executing the program.
The present invention also provides a computer-readable storage medium storing a computer program for executing the above method.
The invention breaks through the traditional space-time limitation, realizes the online remote guidance and audit of the customer service handling by the teller by relying on the network, and synchronously plays the video in multiple ways, can analyze and control people, events, objects and environments from multiple directions and multiple dimensions, and ensures the high efficiency, reliability, safety and convenience of service handling.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments will be briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art that other drawings can be obtained based on these drawings without creative efforts.
FIG. 1 is a flowchart of a method for transacting financial services remotely based on multiple videos according to an embodiment of the present invention;
FIG. 2 is a flow chart of initiating a video call in an embodiment of the present invention;
FIG. 3 is a flowchart of a method for transacting financial transactions remotely based on multiple videos according to another embodiment of the present invention;
FIG. 4 is a flow chart of a remote service direction in an embodiment of the present invention;
FIG. 5 is a flow chart of remote service auditing in an embodiment of the present invention;
FIG. 6 is a schematic structural diagram of a system for transacting financial services remotely based on multiple videos according to an embodiment of the present invention;
FIG. 7 is a flow chart of the embodiment of the invention for remotely transacting financial services with multiple videos;
FIG. 8 is a diagram illustrating a remote support center providing remote service support in an embodiment of the present invention;
FIG. 9 is a schematic structural diagram of a video server according to an embodiment of the present invention;
FIG. 10 is a flow chart illustrating the creation of an electronic file according to an embodiment of the present invention;
fig. 11 is a schematic structural diagram of an electronic device according to an embodiment of the present invention.
Detailed Description
The embodiment of the invention provides a method and a system for transacting financial services remotely based on multi-channel videos.
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Fig. 1 is a flowchart of a method for remotely transacting financial services based on multiple videos according to an embodiment of the present invention, where an execution main body of the method shown in the diagram may be a bank self-service device terminal, mainly a dedicated device such as STM, ATM, PAD, etc. that a bank provides a client to transact services by self. The method shown in the figure comprises the following steps:
and step S11, initiating a video call corresponding to the service handling information, and collecting multi-channel video data. The multi-channel video mainly comprises a plurality of video acquisition devices for monitoring different positions, different directions or different directions and different angles of the same position. Therefore, the change conditions of things, objects, environments and the like can be more comprehensively known, and more accurate basis can be collected, so that more accurate judgment can be made on the monitored people, things, environments and the like. The service handling information may include, for example, client information (such as name, certificate number, etc.), service type, etc., and the video call request may be issued by the client actively, such as service consultation, or automatically upon service handling needs, such as service audit, corresponding to different service handling information.
And step S12, sending a video task request, wherein the video task request comprises service handling information and multi-channel video data. In order to improve efficiency, the multi-channel video data and the service handling information are uniformly marked as video task requests and sent to a background for processing. The multiple paths of video data need to be encoded before being transmitted, and are generally processed by the industry labeling H.265 encoding technology.
And step S13, receiving the real-time video of the seat and the remote service support, wherein the remote service support comprises a remote service instruction or a service auditing result. The receiving of the real-time seat video can realize real-time face-to-face communication with the seat teller, and the seat teller can provide remote service support conveniently. Specifically, the agent teller can provide corresponding remote guidance or service audit for the client according to different service handling requirements, namely service consultation or service audit. The remote guidance can provide the position of the customer for filling the service content through a cursor on the desktop of the mobile self-service equipment, or push a filling case to the customer for display, and simultaneously support voice prompt of the customer. The remote service auditing needs to audit the multi-channel video data including the front video, the service transaction video and the transaction environment video of the client and the corresponding service transaction information.
And step S14, completing the business transaction by using the business audit result. And the self-service equipment terminal can complete service handling after receiving the service auditing result. The client can complete service handling in the self-service equipment terminal according to the remote service instruction.
As an embodiment of the present invention, initiating a video call corresponding to the service transaction information, the collecting the multiple channels of video data comprises: and initiating a service consultation video call or a service audit video call according to the service handling information, and acquiring multi-channel video data, wherein the multi-channel video data comprises a client front video, a service handling video and a handling environment video. The flow chart of initiating the video call is shown in fig. 2, and the video call may be initiated by the client actively, such as service consultation, or automatically as required by service handling, such as service audit.
As an embodiment of the present invention, the remote business direction includes remote cursor control, remote voice direction, and/or remote case presentation. Aiming at different service handling scenes, remote service guidance in various forms can be adopted, so that the service handling efficiency is improved, and the use feeling of a client is provided.
The method for transacting financial business remotely based on multi-channel videos breaks through the traditional space-time limitation, realizes online remote guidance and audit of the business transacted by a teller by relying on a network, and can analyze and control people, events, objects and environments from multiple directions and multiple dimensions by synchronously playing the multi-channel videos, thereby ensuring high efficiency, reliability, safety and convenience in business transaction.
As shown in fig. 3, which is a flowchart of a method for transacting financial services remotely based on multiple videos according to another embodiment of the present invention, an execution subject of the method shown in the flowchart may be a remote support center, where the remote support center refers to a center for transacting services and auditing services of a background remote support client. The method shown in the figure comprises the following steps:
and step S31, receiving a video task request, wherein the video task request comprises service handling information and multi-channel video data. For different service handling information, the service handling information may include, for example, client information (such as name, certificate number, and the like), service type, and the like, and different service handling requirements need to be provided, for example, service consultation needs to provide remote service guidance, and service audit needs to provide remote service audit.
And step S32, sending the real-time seat video, and providing remote service support according to the service handling information and the multi-channel video data, wherein the remote service support comprises a remote service guide or a service auditing result. The multi-channel video data of the client are received, and the seat real-time video is sent, so that the client and the seat teller can communicate face to face in real time, and the seat teller can provide remote service support conveniently. The remote guidance can provide the position of the customer for filling the service content through a cursor on the desktop of the mobile self-service equipment, or push a filling case to the customer for display, and simultaneously support voice prompt of the customer. The remote service auditing needs to audit the multi-channel video data including the front video, the service transaction video and the transaction environment video of the client and the corresponding service transaction information.
As an embodiment of the present invention, the multi-channel video data includes a client front video, a service transaction video, and a transaction environment video. The multi-channel video is synchronously played, people, affairs, objects and environments can be analyzed and mastered from multiple directions and multiple dimensions, and high efficiency, reliability, safety and convenience in service handling are guaranteed.
In this embodiment, providing remote service support according to the service handling information and the multiple paths of video data includes: and performing remote cursor control, remote voice guidance and/or remote case display according to the service handling information and the service handling video. As shown in fig. 4, which is a flowchart of remote service instruction in the embodiment of the present invention, a general client actively initiates a service consultation at a self-service device to trigger a video call, and after receiving a client request, a remote support center seat may prompt the client by moving a cursor on an interface, or display a service filling case to the client by pushing a service, or instruct the client to handle a service by explaining a service flow by voice, solve a service handling problem of the client, and provide user experience.
In this embodiment, providing remote service support according to the service handling information and the multiple channels of video data further includes: and auditing the service handling information, the client front video, the service handling video and the handling environment video to generate a service auditing result. As shown in fig. 5, which is a flow chart of remote service auditing in an embodiment of the present invention, according to service flow configuration, remote video auditing is automatically triggered, a client is unaware, after a video is connected, the client and a seat can perform face-to-face communication through the video, and the seat analyzes authenticity of service transacted by the client by using multiple paths of videos (client front video, client service transacting interface, transaction environment video, and seat front video), and witnesses client signature and service compliance. And (4) remotely auditing the service of the client according to the comprehensive analysis result, so that the client and the seat have temperature although having a distance and are not spacious. With the high-speed development of the network, the bandwidth is not a transmission obstacle slowly any longer, the real-time video application can be further improved, the bank is helped to improve the handling efficiency, and the customer experience is improved.
In addition, whether the testimony of the witness is consistent or not can be checked by matching the front video of the client with the business handling video, whether the client is stressed or not can be checked by using the handling environment video, and the subjective volunteering and authenticity of the client who handles the business are ensured, so that the business handling process is efficient, safe and reliable.
The method for transacting financial business remotely based on multi-channel videos breaks through the traditional space-time limitation, realizes online remote guidance and audit of the business transacted by a teller by relying on a network, and can analyze and control people, events, objects and environments from multiple directions and multiple dimensions by synchronously playing the multi-channel videos, thereby ensuring high efficiency, reliability, safety and convenience in business transaction.
Fig. 6 is a schematic structural diagram of a system for transacting financial services remotely based on multiple videos according to an embodiment of the present invention, where the system includes: a self-service device terminal 10, a video server 20 and a remote support center 30.
The self-service equipment terminal 10 initiates a corresponding video call according to the service handling information input by the client, collects multi-channel video data, sends a video task request to the video server, receives the real-time seat video and the remote service support sent by the remote support center, and completes the service handling by using the service auditing result. The self-service device terminal 10 refers to a special device, such as STM, ATM, PAD, etc., for providing self-service business for customers by a bank. The business transaction information may include, for example, client information (such as name, certificate number, etc.), business type, etc., and the video call may be initiated by the client actively, such as a business consultation, or automatically upon business transaction request, such as a business audit, corresponding to different business transaction information. The self-service equipment terminal receives the seat real-time video, so that the real-time face-to-face communication between the customer and the seat teller can be realized, and the seat teller can provide remote service support conveniently. By utilizing the received service auditing result, the client can efficiently and reliably complete service transaction.
The video server 20 sends the video task request to the remote support center according to the service handling information. The video server is mainly responsible for receiving the video task request and distributing the video task request to the idle seat end of the remote support center. In addition, the video server can also record the whole business handling process in real time and store the video data including the multi-channel video data and the seat real-time video.
The remote support center 30 receives the video task request, collects and sends the seat real-time video to the self-service equipment terminal, and provides remote service support according to the service handling information and the multi-channel video data, wherein the remote service support comprises a remote service guide or a service auditing result. The remote support center refers to a center for remotely supporting the transaction and audit of the client service by the background, and may include a plurality of agent terminals. The remote support center receives the multi-channel video data of the client and sends the real-time seat video of the seat end teller, so that the client can realize the real-time face-to-face communication with the seat end teller, and the seat end teller can provide remote service support conveniently. The remote guidance can provide the position of the customer for filling the service content through a cursor on the desktop of the mobile self-service equipment, or push a filling case to the customer for display, and simultaneously support voice prompt of the customer. The remote service auditing needs to audit the multi-channel video data including the front video, the service transaction video and the transaction environment video of the client and the corresponding service transaction information.
In this embodiment, the overall flow of the system for transacting financial services remotely based on multiple videos is shown in fig. 7. Specifically, the customer performs service handling through the bank self-service equipment, any question can be directly called to the remote support center in the service handling process, the remote support center can guide the customer after the video call is connected, the customer is prompted to fill in the position and the attention point through a mobile service interface cursor, and meanwhile, the customer can be guided through voice synchronization. When a business needs to call a client manager for auditing and authorizing in the process of business handling, the self-service equipment can automatically initiate a video call remote support center, the front of the client, the business handling, the handling environment and the front of a seat can be displayed on a video screen after the remote support center is connected, the business screen synchronously displays business information, and a teller checks the video information and the business information to remotely audit the business in real time. After the business process is handled, the system can record and broadcast corresponding video information, and then the video information is associated with the business information and is filed uniformly to form an electronic file so as to be convenient for subsequent retrieval.
In a specific embodiment of the invention, taking transfer remittance as an example, a client selects a transfer remittance menu on an interface, enters a transfer remittance function, fills in transfer information, and can click a right-upper telephone button to initiate remote guidance and assistance in a service handling process, an agent end guides the client in a case pushing mode through voice or a mobile cursor, if the transfer amount exceeds 5 thousands of money, service verification is required, four paths of videos are displayed at an agent end during service verification, a teller verifies information, client handling environment and other information through real-time videos, the client submits transaction in the next step, and the transfer is successful. And the business handling process stores and correspondingly archives the video information.
As an embodiment of the invention, the self-service equipment terminal comprises a video box which is used for collecting the front video, the service handling video and the handling environment video of the client, collecting the voice data of the client and coding the front video, the service handling video and the handling environment video of the client.
The video box can be composed of a microphone, a plurality of cameras, a loudspeaker and a display. The video box is used for collecting a client front video and an environment handling video for handling services at the self-service equipment terminal, and collecting a service handling interface video, namely the service handling video, of the self-service equipment terminal. And coding the front video, the service handling video and the handling environment video of the client, and marking the collected video and voice data and the service handling information as video task requests together by the self-service equipment terminal and sending the video task requests to the video server.
As an embodiment of the invention, the self-service equipment terminal displays a customer front video and an agent real-time video. The self-service equipment terminal comprises a display screen (the display screen can be a part of a video box), and the display screen is provided with touch input and key input functions, so that a client can conveniently input business handling information. The front video of the client and the real-time seat video of the teller can be displayed on the display screen simultaneously, so that face-to-face real-time video communication is achieved. The video display part can be fixedly arranged on a fixed position of the display screen, and can also be movably displayed on the screen, so that the dragging is facilitated.
As an embodiment of the present invention, as shown in fig. 8, the remote support center includes a plurality of agent terminals, and the agent terminals display the customer front video, the service transaction video, the transaction environment video, and the agent real-time video, and provide remote service support according to the service transaction information and the customer front video, the service transaction video, and the transaction environment video. The agent end is used by the teller and can be classified into a service consultation agent end, a service audit agent end and an agent end capable of handling service consultation and service audit simultaneously. The classification of the seat end can facilitate the distribution of the video server to the video task request, and intelligent queuing is carried out.
In this embodiment, the agent side is further configured to perform remote cursor control, remote voice guidance and/or remote case display according to the service handling information and the service handling video. The remote service support can provide the position for the customer to fill in the service content through a cursor on the desktop of the mobile self-service equipment, or push a filling case to the customer for display, and simultaneously support voice prompt of the customer. Different remote guidance modes can be adopted for different business handling processes, so that the business handling process is more efficient, reliable and convenient.
In this embodiment, the agent side is further configured to audit the service transaction information, the client front video, the service transaction video, and the transaction environment video, and generate a service audit result. The remote auditing is that a client needs bank personnel to perform business auditing in a business handling process, the self-service equipment terminal can automatically initiate a video call, the remote support center seat end can start a business auditing interface and a four-way video interface after receiving an auditing task, the self-service equipment terminal can display a front video of the client, the front video of the seat is divided into two paths of videos, the seat submits an auditing result to a system after auditing business information and video information, and the self-service equipment terminal can perform next processing of a business handling process according to the auditing result of the seat end, wherein the handling is successful or the auditing is rejected. The front video of the client is matched with the business transaction video to check whether the testimony is consistent or not, and the transaction environment video is used to check whether the client is stressed or not, so that the subjective volunteering and authenticity of the business transaction client are guaranteed.
As an embodiment of the present invention, as shown in fig. 9, the video server includes a multi-point call control unit, an intelligent call queuing unit, and a recording and storing on-demand unit; the multipoint call control unit receives the video task request and calls the intelligent call queuing unit; the intelligent call queuing unit distributes the video task request to an idle seat end in the remote support center according to the service handling information; the recording and storing on-demand unit stores a video task request, multi-channel video data, seat real-time video and remote service support.
In this embodiment, the video server part is composed of a plurality of service modules, and mainly includes a back-end whole video service platform whose core is composed of a multi-point call control unit, an intelligent call queuing unit, and a recording, storing and on-demand unit. The front end network point customer self-service equipment terminal sends a call request to the multi-point call control unit, the multi-point call control unit informs the intelligent call queuing unit, the intelligent call queuing unit distributes an idle seat end, and after connection is established, the recording and storing on-demand unit is responsible for recording and storing a service process in real time.
As an embodiment of the present invention, as shown in fig. 10, the system further includes an electronic file module, configured to create a video file according to the service transaction information, the multiple paths of video data, the agent real-time video, and the remote service support during the service transaction process. The business handling is finished by self-service handling of the client and remote auditing of the multi-channel video seat, so that the consistency, authenticity, signature and witness of the business handling of the client and the compliance of the business handling of the seat are all high requirements, and therefore, a unified electronic file must be provided for each business.
Specifically, the relevant video information of the client from the service handling time to the service handling end is recorded, and then the relevant video information is associated with the service flow, so that the function of searching from the client dimension, the time dimension and the service dimension is provided. The contents of the electronic file comprise service handling environment video information of a client from beginning to end, service handling process interface element information and signature information, client front video information, seat front information, voice communication information of the client and the seat and business handling running information. The service processing scene and environment related information can be inquired in an all-around manner. With the increasing degree of electronization, the trend of video archive is more perfect than pure data archive, the content is richer, and the scene is more complete.
The system for transacting financial business remotely based on multi-channel videos breaks through the traditional space-time limitation, realizes online remote guidance and audit of the transaction business of a client by a teller by relying on a network, and can analyze and control people, events, objects and environments from multiple directions and multiple dimensions by synchronously playing the multi-channel videos. Video filing is carried out on business handling, unified electronic files are provided, files are stored on business screens of business handling sites at that time, the front of a client, handling environments and the front four-way videos of a teller can be provided for subsequent scene restoration and file retrieval, and high efficiency, reliability, safety and convenience in business handling are guaranteed.
The invention also provides an electronic device, which comprises a first memory, a first processor and a computer program stored on the first memory and capable of running on the first processor, wherein the first processor realizes the method when executing the program.
The invention also provides an electronic device comprising a second memory, a second processor and a computer program stored on the second memory and executable on the second processor, wherein the second processor implements the method when executing the program.
The present invention also provides a computer-readable storage medium storing a computer program for executing the above method.
As shown in fig. 11, the electronic device 600 may further include: communication module 110, input unit 120, audio processing unit 130, display 160, power supply 170. It is noted that the electronic device 600 does not necessarily include all of the components shown in FIG. 11; furthermore, the electronic device 600 may also comprise components not shown in fig. 11, which may be referred to in the prior art.
As shown in fig. 11, the central processor 100, sometimes referred to as a controller or operational control, may include a microprocessor or other processor device and/or logic device, the central processor 100 receiving input and controlling the operation of the various components of the electronic device 600.
The memory 140 may be, for example, one or more of a buffer, a flash memory, a hard drive, a removable media, a volatile memory, a non-volatile memory, or other suitable device. The information relating to the failure may be stored, and a program for executing the information may be stored. And the central processing unit 100 may execute the program stored in the memory 140 to realize information storage or processing, etc.
The input unit 120 provides input to the cpu 100. The input unit 120 is, for example, a key or a touch input device. The power supply 170 is used to provide power to the electronic device 600. The display 160 is used to display an object to be displayed, such as an image or a character. The display may be, for example, an LCD display, but is not limited thereto.
The memory 140 may be a solid state memory such as Read Only Memory (ROM), Random Access Memory (RAM), a SIM card, or the like. There may also be a memory that holds information even when power is off, can be selectively erased, and is provided with more data, an example of which is sometimes called an EPROM or the like. The memory 140 may also be some other type of device. Memory 140 includes buffer memory 141 (sometimes referred to as a buffer). The memory 140 may include an application/function storage section 142, and the application/function storage section 142 is used to store application programs and function programs or a flow for executing the operation of the electronic device 600 by the central processing unit 100.
The memory 140 may also include a data store 143, the data store 143 for storing data, such as contacts, digital data, pictures, sounds, and/or any other data used by the electronic device. The driver storage portion 144 of the memory 140 may include various drivers of the electronic device for communication functions and/or for performing other functions of the electronic device (e.g., messaging application, address book application, etc.).
The communication module 110 is a transmitter/receiver 110 that transmits and receives signals via an antenna 111. The communication module (transmitter/receiver) 110 is coupled to the central processor 100 to provide an input signal and receive an output signal, which may be the same as in the case of a conventional mobile communication terminal.
Based on different communication technologies, a plurality of communication modules 110, such as a cellular network module, a bluetooth module, and/or a wireless local area network module, may be provided in the same electronic device. The communication module (transmitter/receiver) 110 is also coupled to a speaker 131 and a microphone 132 via an audio processor 130 to provide audio output via the speaker 131 and receive audio input from the microphone 132 to implement general telecommunications functions. Audio processor 130 may include any suitable buffers, decoders, amplifiers and so forth. In addition, an audio processor 130 is also coupled to the central processor 100, so that recording on the local can be enabled through a microphone 132, and so that sound stored on the local can be played through a speaker 131.
As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, system, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention 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.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
The principle and the implementation mode of the invention are explained by applying specific embodiments in the invention, and the description of the embodiments is only used for helping to understand the method and the core idea of the invention; meanwhile, for a person skilled in the art, according to the idea of the present invention, there may be variations in the specific embodiments and the application scope, and in summary, the content of the present specification should not be construed as a limitation to the present invention.
Claims (19)
1. A method for transacting financial business remotely based on multi-channel videos is characterized by comprising the following steps:
initiating a video call corresponding to the service handling information, and collecting multi-channel video data;
sending a video task request, wherein the video task request comprises the service handling information and the multi-channel video data;
receiving an agent real-time video and remote service support, wherein the remote service support comprises a remote service instruction or a service verification result;
and completing the business transaction by using the business auditing result.
2. The method of claim 1, wherein initiating a video call corresponding to the service transaction information, capturing multiple channels of video data comprises: and initiating a service consultation video call or a service audit video call according to the service handling information, and acquiring multi-channel video data, wherein the multi-channel video data comprises a client front video, a service handling video and a handling environment video.
3. The method according to claim 1, characterized in that the remote business guidance comprises remote cursor control, remote voice guidance and/or remote case presentation.
4. A method for transacting financial business remotely based on multi-channel videos is characterized by comprising the following steps:
receiving a video task request, wherein the video task request comprises service handling information and multi-channel video data;
and sending the real-time seat video, and providing remote service support according to the service handling information and the multi-channel video data, wherein the remote service support comprises remote service instruction or service auditing results.
5. The method of claim 4, wherein the multi-channel video data comprises a customer front video, a business transaction video, and a transaction environment video.
6. The method of claim 5, wherein providing remote service support based on the service transaction information and the multiple channels of video data comprises: and performing remote cursor control, remote voice guidance and/or remote case display according to the service handling information and the service handling video.
7. The method of claim 5, wherein providing remote service support based on the service transaction information and the plurality of video data further comprises: and auditing the service transaction information, the client front video, the service transaction video and the transaction environment video to generate a service audit result.
8. A system for transacting financial transaction remotely based on multiple videos, the system comprising: the system comprises a self-service equipment terminal, a video server and a remote support center;
the self-service equipment terminal initiates a corresponding video call according to service handling information input by a client, collects multi-channel video data, sends a video task request to the video server, receives a seat real-time video and remote service support sent by the remote support center, and completes service handling by using the service auditing result, wherein the video task request comprises the service handling information and the multi-channel video data;
the video server sends the video task request to the remote support center according to the service handling information;
and the remote support center receives the video task request, acquires and sends an agent real-time video to the self-service equipment terminal, and provides remote service support according to the service handling information and the multi-channel video data, wherein the remote service support comprises a remote service guide or a service verification result.
9. The system of claim 8, wherein the self-service device terminal comprises a video box for collecting the customer front video, the service handling video and the handling environment video, collecting the customer voice data, and encoding the customer front video, the service handling video and the handling environment video.
10. The system of claim 9, wherein the self-service device terminal is further configured to display the customer front-facing video and the agent real-time video.
11. The system of claim 10, wherein the remote support center comprises a plurality of agent terminals, and the agent terminals display the customer front video, the business transaction video, the transaction environment video, and the agent real-time video and provide remote business support according to the business transaction information and the customer front video, the business transaction video, and the transaction environment video.
12. The system of claim 11, wherein the agent end is further configured to perform remote cursor control, remote voice guidance and/or remote case display according to the business transaction information and the business transaction video.
13. The system of claim 11, wherein the agent side is further configured to perform an audit on the service transaction information, the client front video, the service transaction video, and the transaction environment video, and generate a service audit result.
14. The system of claim 8, wherein the video server comprises a multi-point call control unit, an intelligent call queuing unit and a record storage on-demand unit;
the multipoint call control unit receives the video task request and calls the intelligent call queuing unit;
the intelligent call queuing unit distributes the video task request to an idle seat end in the remote support center according to the service handling information;
the recording and storing on-demand unit stores a video task request, multi-channel video data, seat real-time video and remote service support.
15. The system of claim 8, further comprising an electronic portfolio module configured to create a video archive based on business transaction information, multiple video data, agent real-time video, and remote business support during the business transaction.
16. An electronic device comprising a first memory, a first processor and a computer program stored on the first memory and executable on the first processor, wherein the first processor implements the method of any one of claims 1 to 3 when executing the program.
17. An electronic device comprising a second memory, a second processor and a computer program stored on the second memory and executable on the second processor, wherein the second processor implements the method of any of claims 4 to 7 when executing the program.
18. A computer-readable storage medium, characterized in that the computer-readable storage medium stores a computer program for executing the method of any one of claims 1 to 3.
19. A computer-readable storage medium, characterized in that the computer-readable storage medium stores a computer program for executing the method of any one of claims 4 to 7.
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