CN115442481A - Visual guiding method and equipment for telephone verification - Google Patents
Visual guiding method and equipment for telephone verification Download PDFInfo
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- CN115442481A CN115442481A CN202211053623.6A CN202211053623A CN115442481A CN 115442481 A CN115442481 A CN 115442481A CN 202211053623 A CN202211053623 A CN 202211053623A CN 115442481 A CN115442481 A CN 115442481A
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- 238000012795 verification Methods 0.000 title claims abstract description 69
- 238000000034 method Methods 0.000 title claims abstract description 37
- 230000000007 visual effect Effects 0.000 title claims abstract description 25
- 238000012545 processing Methods 0.000 abstract description 2
- 230000008569 process Effects 0.000 description 9
- 238000013480 data collection Methods 0.000 description 4
- 230000000694 effects Effects 0.000 description 3
- 238000013486 operation strategy Methods 0.000 description 2
- 230000000750 progressive effect Effects 0.000 description 2
- 238000012800 visualization Methods 0.000 description 2
- 206010063385 Intellectualisation Diseases 0.000 description 1
- 230000006399 behavior Effects 0.000 description 1
- 230000009286 beneficial effect Effects 0.000 description 1
- 230000008859 change Effects 0.000 description 1
- 230000007547 defect Effects 0.000 description 1
- 238000011161 development Methods 0.000 description 1
- 230000007613 environmental effect Effects 0.000 description 1
- 238000002474 experimental method Methods 0.000 description 1
- 238000001914 filtration Methods 0.000 description 1
- 230000003993 interaction Effects 0.000 description 1
- 238000012986 modification Methods 0.000 description 1
- 230000004048 modification Effects 0.000 description 1
- 230000003287 optical effect Effects 0.000 description 1
- 238000007670 refining Methods 0.000 description 1
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- 238000005728 strengthening Methods 0.000 description 1
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/332—Query formulation
- G06F16/3325—Reformulation based on results of preceding query
- G06F16/3326—Reformulation based on results of preceding query using relevance feedback from the user, e.g. relevance feedback on documents, documents sets, document terms or passages
- G06F16/3328—Reformulation based on results of preceding query using relevance feedback from the user, e.g. relevance feedback on documents, documents sets, document terms or passages using graphical result space presentation or visualisation
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/332—Query formulation
- G06F16/3329—Natural language query formulation or dialogue systems
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/34—Browsing; Visualisation therefor
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
- G06Q40/08—Insurance
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/24—Arrangements for supervision, monitoring or testing with provision for checking the normal operation
- H04M3/247—Knowledge-based maintenance systems
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Abstract
The invention relates to a visual guide method and equipment for phone verification, wherein the method comprises the following steps: acquiring first information, and acquiring corresponding second information according to the first information; carrying out gradient processing on the second information based on pre-configuration information, constructing a gradient structure for telephone verification, and displaying, wherein the gradient structure has a plurality of steps; and receiving third information, and judging whether to finish or enter a next step according to the third information. Compared with the prior art, the invention has the advantages of simple and convenient operation, no dependence on the capability of personnel and the like.
Description
Technical Field
The invention relates to the technical field of financial risk control, in particular to a visual guiding method and device for telephone verification.
Background
At present, the financial enterprises mostly carry out the user information verification business based on the telephone outbound behavior, and the verification problem is subjectively judged through the interaction of the verification problems of customer service personnel and customers, so that the fraud risk of the customers is eliminated, and the information integrity of the customers is supplemented.
In the traditional telephone verification process, the customer response information is manually verified, customer service personnel need to record complex verification dialogues and verification result checking logics, checking of verification items is completed through subjective judgment, time consumption is long, efficiency is low, and requirements on the customer service personnel are very high. In the plan of calling out the telephone of the next seat, if a new seat person is supplemented, the new seat person needs to be trained, and a long time is needed for the seat person to adapt and get used to the corresponding verification. When the seat manpower is insufficient, or when the strategy is changed, or when the strategy is influenced by external environmental factors, the situation that the original skilled seat personnel cannot normally provide telephone service may exist, at the moment, the seat telephone outbound service can be recovered only through emergency training, and the seat service efficiency is far lower than that of the original familiar service seat.
Disclosure of Invention
The invention aims to overcome the defects of the prior art and provide a visual guiding method and equipment for telephone verification, which are simple and convenient to operate and do not depend on the capability of people.
The purpose of the invention can be realized by the following technical scheme:
a phone verification visual guidance method, comprising the steps of:
acquiring first information, and acquiring corresponding second information according to the first information;
carrying out gradient processing on the second information based on pre-configuration information, constructing a gradient structure for telephone verification, and displaying, wherein the gradient structure has a plurality of steps;
and receiving third information, and judging whether to finish or enter a next step according to the third information.
Further, the first information is client request information, and the second information is content to be verified acquired according to the client request information.
Further, the second information is matched and obtained from a verification database according to the first information.
Further, the verifying the data of the database is dynamically updated.
Further, the preconfigured information includes flow guidance rules and problem assistance rules.
Further, the preconfigured information is obtained based on a visualization manner.
Further, the third data is answer options generated based on the customer answer information.
Further, the method further comprises:
and acquiring a gradient structure containing the third information, and calculating to obtain a final verification result.
Further, the method further comprises:
and dynamically updating the pre-configuration information according to the judgment precision of the plurality of groups of final verification results.
The present invention also provides an electronic device comprising one or more processors, memory, and one or more programs stored in the memory, the one or more programs including instructions for performing the phone verification visual guidance method as described above.
Compared with the prior art, the invention has the following beneficial effects:
1. the visual gradient structure for telephone verification is constructed, the dynamic electric core verification item checking and identification can be conveniently carried out, the operator does not need to memorize the dialogues and checking result checking and selecting logic, only needs to check and objectively check in sequence according to the progressively displayed thinning and checking requirements, the operation is simple and convenient, and the requirement on the operator is low.
2. The invention realizes the electric core by visually guiding the seat, can effectively reduce the operation cost and deal with the emergencies of the ineffectiveness, reduces the dependence of the business capacity on skilled seat personnel, simultaneously improves the flexibility of strategy change, and reduces the influence of the new strategy on manual operation.
3. The system is modified from the perspective of strengthening the dynamic verification management of the manual link, an operator only needs to implement telephone verification according to the guidance of a gradient structure and does not need subjective judgment, the final verification result of a verification item is calculated and then is sent out by a system or a fraud operation strategy background, the memory of the operator on the judgment logic of verification operation and verification result is reduced, the manual verification quality is further stable, and the strategy execution effect is improved.
4. The invention can carry out visual configuration, provides a visual configuration interface without code development, deals with complicated and changeable client information auditing service scenes, realizes configuration according to needs and provides corresponding verification service for different clients.
Drawings
FIG. 1 is a schematic view of the process of the present invention.
Detailed Description
The invention is described in detail below with reference to the figures and specific embodiments. The present embodiment is implemented on the premise of the technical solution of the present invention, and a detailed implementation manner and a specific operation process are given, but the scope of the present invention is not limited to the following embodiments.
The invention provides a visual guiding method for phone verification, which comprises the following steps: acquiring first information, and acquiring corresponding second information according to the first information; graduating the second information based on preconfigured information, constructing a gradient structure for phone verification, and displaying, wherein the gradient structure has a plurality of steps; and receiving third information, and judging whether to finish or enter a next step according to the third information. In a specific embodiment, the first information is client request information, and the second information is content to be verified obtained according to the client request information, and flow guidance and question-answering assistance can be performed according to client information and application will. . When the agent verifies the customer information, the agent is guided to inquire the corresponding questions of the customer and check the customer answers according to the progressive gradient question prompt, and the verification result can be obtained. By the method, the electrical core verification service can be operated through a more convenient business end system, the electrical core process intellectualization is realized, and conversation process parameters, configuration and datamation are realized to provide support for quantitative management of services.
Preferably, the second information is obtained from a verification database based on said first information. The dynamic update of the data of the verification database can be configured in a visual mode, and the content needing to be verified can be adjusted conveniently based on business requirements.
The pre-configuration information comprises a flow guide rule and a problem auxiliary rule, and can be configured based on a visualization mode. The overall verification process prompts the leading agent to complete a complex verification process based on the configuration rules. The rule configuration is based on thinking and sorting of business to industrial problems, and can also adjust the problem structure at any time and take effect in real time, so that the verification efficiency is improved, and the agent is guided to quickly complete the telephone verification business.
The third data is answer options generated based on the customer answer information, and the questions in the gradient structure are advanced according to the answer options until the verification is finished.
In a preferred embodiment, the method further comprises: and acquiring the gradient structure containing the third information, and calculating to obtain a final verification result. The verification result can be calculated by a system or a background of a fraud operation strategy and then is issued without subjective judgment of an operator.
In a preferred embodiment, the method further comprises: and dynamically updating the pre-configuration information according to the judgment precision of the plurality of groups of final verification results. The dynamic update can take effect in real time to improve verification efficiency and judgment accuracy, and improve reliability of eliminating the risk of client fraud.
As shown in fig. 1, the specific process of the phone verification visual guidance method includes basic data collection, dynamic matching of verification terms, and real-time data collection, where the basic data collection includes:
1) Acquiring a total number of dynamic configuration lists of the verification items to be displayed;
2) Acquiring a rule configuration item of panoramic matching verification item dynamic configuration;
3) Receiving client application information, and filtering verification item configuration corresponding to an application piece and display configuration conditions thereof;
4) All rule configuration fields and their values are obtained.
The dynamic matching of the verification term comprises:
the process of refining the matching of the verification item display rules is circularly executed: judging whether the rule is hit, if so, returning to the final refinement check item set, and if not, removing the corresponding node plus all child nodes under the node;
each check progressive check structure is constructed after the loop is completed, as shown in Table 1.
TABLE 1
The real-time data collection comprises the following steps:
and the agent verifies the content, progressively selects the result and obtains a verification conclusion, and the operation is finished.
The above method, if implemented in the form of software functional units and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present invention. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.
There is also provided in another embodiment an electronic device comprising one or more processors, memory, and one or more programs stored in the memory, the one or more programs including instructions for performing the phone verification visual guidance method as described above.
The foregoing detailed description of the preferred embodiments of the invention has been presented. It should be understood that numerous modifications and variations could be devised by those skilled in the art in light of the present teachings without departing from the inventive concepts. Therefore, the technical solutions available to those skilled in the art through logic analysis, reasoning and limited experiments based on the prior art according to the concept of the present invention should be within the scope of protection defined by the claims.
Claims (10)
1. A phone verification visual guidance method, comprising the steps of:
acquiring first information, and acquiring corresponding second information according to the first information;
graduating the second information based on preconfigured information, constructing a gradient structure for phone verification, and displaying, wherein the gradient structure has a plurality of steps;
and receiving third information, and judging whether to finish or enter a next step according to the third information.
2. The phone verification visual guidance method of claim 1, wherein the first information is a customer request information, and the second information is a content to be verified obtained according to the customer request information.
3. The phone verification visual guidance method of claim 1, wherein the second information is obtained from a verification database based on the first information.
4. The phone verification visual guidance method of claim 3, wherein the data of the verification database is dynamically updated.
5. The phone verification visual guidance method of claim 1, wherein the preconfigured information comprises flow guidance rules and question assistance rules.
6. The phone verification visual guidance method of claim 1, wherein the preconfigured information is obtained based on a visual manner.
7. The phone verification visual guidance method of claim 1, wherein the third data is answer choices generated based on customer answer information.
8. The phone verification visual guidance method of claim 1, further comprising:
and acquiring a gradient structure containing the third information, and calculating to obtain a final verification result.
9. The phone verification visual guidance method of claim 1, further comprising:
and dynamically updating the pre-configuration information according to the judgment precision of the plurality of groups of final verification results.
10. An electronic device comprising one or more processors, memory, and one or more programs stored in the memory, the one or more programs including instructions for performing the phone verification visual guidance method of any of claims 1-9.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202211053623.6A CN115442481A (en) | 2022-08-31 | 2022-08-31 | Visual guiding method and equipment for telephone verification |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202211053623.6A CN115442481A (en) | 2022-08-31 | 2022-08-31 | Visual guiding method and equipment for telephone verification |
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| CN115442481A true CN115442481A (en) | 2022-12-06 |
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| CN202211053623.6A Pending CN115442481A (en) | 2022-08-31 | 2022-08-31 | Visual guiding method and equipment for telephone verification |
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Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109523373A (en) * | 2018-11-13 | 2019-03-26 | 深圳前海微众银行股份有限公司 | Remote core body method, equipment and computer readable storage medium |
| CN113283913A (en) * | 2019-12-30 | 2021-08-20 | 泰康保险集团股份有限公司 | Client information processing method and device |
| CN114040056A (en) * | 2021-11-09 | 2022-02-11 | 上海浦东发展银行股份有限公司 | Method, device and storage medium for automatically checking user information |
| CN114971879A (en) * | 2022-06-17 | 2022-08-30 | 北京极致车网科技有限公司 | Information processing system and information processing method |
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- 2022-08-31 CN CN202211053623.6A patent/CN115442481A/en active Pending
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109523373A (en) * | 2018-11-13 | 2019-03-26 | 深圳前海微众银行股份有限公司 | Remote core body method, equipment and computer readable storage medium |
| CN113283913A (en) * | 2019-12-30 | 2021-08-20 | 泰康保险集团股份有限公司 | Client information processing method and device |
| CN114040056A (en) * | 2021-11-09 | 2022-02-11 | 上海浦东发展银行股份有限公司 | Method, device and storage medium for automatically checking user information |
| CN114971879A (en) * | 2022-06-17 | 2022-08-30 | 北京极致车网科技有限公司 | Information processing system and information processing method |
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