TW202111640A - Intelligent guidance service method and system for mobile online banking which is implemented by using a dialogue management server and a verification server - Google Patents

Intelligent guidance service method and system for mobile online banking which is implemented by using a dialogue management server and a verification server Download PDF

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TW202111640A
TW202111640A TW108132242A TW108132242A TW202111640A TW 202111640 A TW202111640 A TW 202111640A TW 108132242 A TW108132242 A TW 108132242A TW 108132242 A TW108132242 A TW 108132242A TW 202111640 A TW202111640 A TW 202111640A
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service
content
voice service
mobile device
management server
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TWI716099B (en
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林伯勳
劉蔚邦
蔡居廷
余孟特
蘇明鳳
丁正隆
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中國信託商業銀行股份有限公司
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Abstract

In an intelligent guidance service method and system for mobile online banking, after the verification server successfully verifies the user's identity based on the identity content retrieved from the dialogue content of the text communication dialogue with the mobile device, the dialogue management server determines whether the desired service content retrieved from the dialogue content matches the service feature contained in the reference guide data associated with any voice service option provided by the voice service system, and according to the determination result, a voice service guidance message or a personnel service guidance message is transmitted to the mobile device for the mobile device to automatically connect to the voice service system and obtain the voice service content related to the voice service options corresponding to the short code list contained in the voice service guidance message, or automatically connect to the personnel service system.

Description

用於行動網銀的智能導引服務方法及系統Intelligent guidance service method and system for mobile online banking

本發明是有關於行動網銀，特別是指一種用於行動網銀的智能導引服務方法及系統。The present invention relates to mobile online banking, in particular to an intelligent guidance service method and system for mobile online banking.

目前的語音服務往往需要經由冗長的語音播放，並配合客戶多次正確的輸入操作後，才能進入到所語的服務選項或接獲所欲的服務資訊。然而，若客戶不熟悉語音系統的系統功能配置或因故不慎操作錯誤，例如，鍵入錯誤的選項碼，往往必須返回至語音系統的上一層，或甚至回到最上層，然後重新仔細收聽冗長的語音內容並重複地進行繁冗的輸入操作。如此，對於客戶而言，不僅在操作相對複雜且相當耗時。Current voice services often require lengthy voice playback and multiple correct input operations by customers before they can enter the service options in the language or receive the desired service information. However, if customers are not familiar with the system function configuration of the voice system or make mistakes for some reason, such as typing in the wrong option code, they often have to return to the upper level of the voice system, or even return to the top level, and then listen carefully again. The voice content and repeated tedious input operations. In this way, for customers, not only is the operation relatively complicated and time-consuming.

因此，如何降低人為輸入操作的次數而能正確且快速地提供客戶所欲的服務實屬當前重要研發課題之一，亦成為當前相關領域極需改進的目標。Therefore, how to reduce the number of manual input operations and provide the services desired by customers accurately and quickly is one of the current important research and development topics, and it has also become a goal that needs to be improved in the current related fields.

因此，本發明的一目的，即在提供一種用於行動網銀的智能導引服務方法，其能克服現有技術的至少一缺點。Therefore, an object of the present invention is to provide an intelligent guidance service method for mobile online banking, which can overcome at least one shortcoming of the prior art.

於是，本發明所提供的一種用於行動網銀的智能導引服務方法，利用一對話管理伺服器、及一驗證伺服器來實施，並包含以下步驟：藉由該對話管理伺服器，儲存多筆分別與多個由一語音服務系統所提供之語音服務選項相關聯的參考導引資料，每筆參考導引資料包含代表該等語音服務選項其中一個對應的語音服務選項的服務特徵、及可用來進入該對應的語音服務選項的簡碼組；藉由該驗證伺服器，儲存多筆分別對應於多個客戶的參考身分識別資料；藉由該對話管理伺服器，當接收到來自一行動裝置的對話請求時，利用預先建立的一對話模型，以文字形式進行與該行動裝置的通訊對話，以便從來自該行動裝置的對話內容擷取出與持有該行動裝置的一用戶相關聯的身分內容及所欲服務資料，並將一含有該身分內容的驗證請求傳送至該驗證伺服器；藉由該驗證伺服器，當判定出來自於該對話管理伺服器的該身分內容符合於已儲存的該等參考筆身分識別資料其中一筆參考身分識別資料時，產生一唯一對應於該驗證請求的密碼，並回應於該驗證請求，將該密碼傳送至該對話管理伺服器；藉由該對話管理伺服器，經由一通訊網路，將該密碼傳送至該語音服務系統，並將該密碼及該身分內容傳送至一人員服務系統；及藉由該對話管理伺服器，在判定出該所欲服務資料與該等語音服務選項其中一個語音服務選項相關聯時，將一含有可與該語音服務系統電信連結的連結資料、該密碼、及該等代碼其中一個與該語音服務選項對應的代碼的語音服務導引訊息發送至該行動裝置，而在判定出該所欲服務資料與該等語音服務選項無關聯時，將一含有可與該人員服務系統電信連結的連結資料及該密碼的人員服務導引訊息發送至該行動裝置，以使該行動裝置能根據該語音服務導引訊息建立與該語音服務系統的電信連結並獲得對應於該簡碼組且與該語音服務選項有關的語音服務內容，或者根據該人員服務導引訊息建立於該人員服務系統的電信連結。Therefore, the intelligent guidance service method for mobile online banking provided by the present invention is implemented by using a dialog management server and a verification server, and includes the following steps: through the dialog management server, storing multiple transactions Reference guide data respectively associated with a plurality of voice service options provided by a voice service system, each reference guide data includes service characteristics representing one of the voice service options corresponding to the voice service option, and available Enter the shortcode set of the corresponding voice service option; through the verification server, store multiple reference identification data corresponding to multiple customers; through the dialog management server, when receiving a mobile device When a dialogue request is made, a pre-established dialogue model is used to conduct a communication dialogue with the mobile device in the form of text, so as to extract the identity content associated with a user holding the mobile device from the dialogue content from the mobile device and Desired service data, and send a verification request containing the identity content to the verification server; with the verification server, when it is determined that the identity content from the dialog management server matches the stored ones When referring to the identification data of a pen, when one of the identification data is referenced, a password uniquely corresponding to the verification request is generated, and in response to the verification request, the password is sent to the dialog management server; through the dialog management server, Send the password to the voice service system via a communication network, and send the password and the identity content to a personnel service system; When one of the voice service options is associated with one of the voice service options, a voice service guide message containing the link data that can be connected to the voice service system by telecommunication, the password, and one of the codes corresponding to the voice service option Send to the mobile device, and when it is determined that the desired service information is not related to the voice service options, send a personnel service guide message containing the link data that can be connected to the personnel service system by telecommunication and the password to The mobile device, so that the mobile device can establish a telecommunication connection with the voice service system according to the voice service guide message and obtain the voice service content corresponding to the shortcode set and related to the voice service option, or according to the personnel The service guide message is established on the telecommunication link of the personnel service system.

因此，本發明的另一目的，即在提供一種用於行動網銀的智能導引服務系統，其能克服現有技術的至少一缺點。Therefore, another object of the present invention is to provide an intelligent guidance service system for mobile online banking, which can overcome at least one shortcoming of the prior art.

於是，本發明所提供的一種用於行動網銀的智能導引服務系統，包含一對話管理伺服器、及一驗證伺服器。Therefore, an intelligent guidance service system for mobile online banking provided by the present invention includes a dialogue management server and a verification server.

該對話管理伺服器包括一通訊模組、一第一儲存模組、一對話模組及一第一處理模組。該第一通訊模組經由一通訊網路可連接一語音服務系統及一人員服務系統。該第一儲存模組儲存多筆分別與多個由一語音服務系統所提供之語音服務選項相關聯的參考導引資料，每筆參考導引資料包含代表該等語音服務選項其中一個對應的語音服務選項的服務特徵、及可用來進入該對應的語音服務選項的簡碼組。該對話模組可操作來利用預先建立的一對話模型，生成文字形式的對話內容。該第一處理模組連接該通訊模組、該第一儲存模組及該對話模組。The dialog management server includes a communication module, a first storage module, a dialog module, and a first processing module. The first communication module can be connected to a voice service system and a personnel service system via a communication network. The first storage module stores a plurality of reference guide data respectively associated with a plurality of voice service options provided by a voice service system, and each reference guide data contains a corresponding voice representing one of the voice service options The service feature of the service option and the shortcode group that can be used to enter the corresponding voice service option. The dialogue module is operable to use a pre-established dialogue model to generate dialogue content in text form. The first processing module is connected to the communication module, the first storage module and the dialogue module.

該驗證伺服器包括連接該對話管理伺服器，並包括一第二儲存模組、一密碼產生模組及一第二處理模組。該第二儲存模組儲存多筆分別對應於多個客戶的參考身分識別資料。該密碼產生模組可操作來隨機產生一密碼。該第二處理模組連接該第二儲存模組及該密碼產生模組，並用於處理客戶的身分驗證。The authentication server includes a connection to the dialog management server, and includes a second storage module, a password generation module, and a second processing module. The second storage module stores a plurality of reference identification data respectively corresponding to a plurality of customers. The password generation module can be operated to randomly generate a password. The second processing module is connected to the second storage module and the password generation module, and is used to process the identity verification of the customer.

當該對話管理伺服器的該第一處理模組經由該通訊模組接收到來一行動裝置的對話請求時，該第一處理模組使該對話模組生成該對話內容並將該對話內容經由該通訊模組傳送至該行動裝置，並接收來自該行動裝置的對話內容，以便從接收到的該對話內容擷取出與持有該行動裝置的一用戶相關聯的身分內容及所欲服務內容，並將一含有該身分內容的驗證請求傳送至該驗證伺服器。When the first processing module of the dialog management server receives a dialog request from a mobile device via the communication module, the first processing module causes the dialog module to generate the dialog content and pass the dialog content through the communication module. The communication module transmits to the mobile device and receives the dialogue content from the mobile device, so as to extract the identity content and desired service content associated with a user holding the mobile device from the received dialogue content, and Send a verification request containing the identity content to the verification server.

該驗證伺服器的該第二處理模組，在判定出來自於該對話管理伺服器的該身分內容符合於該第二儲存模組儲存的該等筆參考身分識別資料其中一筆參考身分識別資料時，使該密碼產生模組產生唯一對應於該驗證請求的一密碼，並回應於該驗證請求，將該密碼傳送至該對話管理伺服器。When the second processing module of the verification server determines that the identity content from the dialog management server matches one of the reference identity data stored in the second storage module To enable the password generation module to generate a password uniquely corresponding to the verification request, and send the password to the dialog management server in response to the verification request.

該對話管理伺服器，經由該通訊網路，將該密碼傳送至該語音服務系統，並將該密碼及該身分內容傳送至該人員服務系統。The dialog management server transmits the password to the voice service system via the communication network, and transmits the password and the identity content to the personnel service system.

該對話管理伺服器的該第一處理模組，在判定出該所欲服務內容與該等筆參考導引資料其中一筆參考導引資料所含的該服務特徵匹配時，經由該通訊模組將一含有可與該語音服務系統電信連結的連結資料、該密碼、及該筆參考導引資料所含的該簡碼組的語音服務導引訊息發送至該行動裝置，而在判定出該所欲服務內容與該等筆參考導引資料所含的該等服務特徵均不匹配時，經由該通訊模組將一含有可與該人員服務系統電信連結的連結資料、及該密碼的人員服務導引訊息發送至該行動裝置，以使該行動裝置能根據該語音服務導引訊息建立與該語音服務系統的電信連結並獲得對應於該簡碼組且與該語音服選項有關的語音服務內容，或者根據該人員服務導引訊息建立於該人員服務系統的電信連結。When the first processing module of the dialog management server determines that the desired service content matches the service feature contained in one of the reference guide data, it will pass the communication module A voice service guidance message containing the link data that can be telecommunications connected to the voice service system, the password, and the shortcode set contained in the reference guidance data is sent to the mobile device, and the desired When the service content does not match the service features contained in the reference guide data, a staff service guide containing the link data that can be telecommunications connected to the staff service system and the password through the communication module The message is sent to the mobile device so that the mobile device can establish a telecommunication connection with the voice service system according to the voice service guide message and obtain the voice service content corresponding to the shortcode set and related to the voice service option, or Establish a telecommunication link in the personnel service system based on the personnel service guide message.

本發明之功效在於：用戶在使用行動網銀時，該對話管理伺服器與用戶所持有的行動裝置進行文字形式的通訊對話後，可根據從來自行動裝置的對話內容擷取出的所欲服務內容，對該行動裝置傳送語音服務導引訊息或人員服務導引訊息，以供該行動裝置據以自動連結語音服務系統或人員服務系統並繼而獲得所欲服務的相關資訊，藉此省略現有技術所遭遇之非必要且冗長語音內容的收聽並大幅降低人為輸入操作的次數。The effect of the present invention is that when a user uses mobile online banking, after the dialogue management server conducts a text-based communication dialogue with a mobile device held by the user, the desired service content extracted from the dialogue content from the mobile device can be retrieved , To send voice service guidance messages or personnel service guidance messages to the mobile device so that the mobile device can automatically connect to the voice service system or personnel service system and then obtain relevant information about the desired service, thereby omitting the prior art Unnecessary and lengthy voice content listening to encounters and greatly reduces the number of manual input operations.

在本發明被詳細描述之前，應當注意在以下的說明內容中，類似的元件是以相同的編號來表示。Before the present invention is described in detail, it should be noted that in the following description, similar elements are denoted by the same numbers.

參閱圖1，繪示出本發明實施例用於行動網銀的智能導引服務系統100及其在使用時的環境配置。更具體地，該智能導引服務系統100可由該銀行機構提供，並且適於對一操作在行動網銀(例如，執行由一銀行機構所提供的行動網銀應用程式)的行動裝置3(例如，智慧型手機)在該行動裝置100的用戶(圖未示)有服務需求時，提供智能導引服務。該智能導引服務系統100。此外，該銀行機構還配置有一語音服務系統200、及一人員服務系統300。該語音服務系統200提供多個語音服務選項，以供(以撥打電話)進線的客戶選擇，並根據客戶的人為操作輸入(例如，鍵入所欲選項號碼)播放對應於所欲選項的語音服務內容。相似地，該人員服務系統200可對於進線的客戶提供客服人員的解說服務。在本實施例中，該語音服務系統200及該人員服務系統300例如經由一電信交換主機(俗稱總機)4連接一電信網路，但不在此限。該智能導引服務系統100例如包含一對話管理伺服器1、及一驗證伺服器2。Referring to FIG. 1, an intelligent guidance service system 100 for mobile online banking and its environment configuration during use are illustrated in an embodiment of the present invention. More specifically, the intelligent guidance service system 100 can be provided by the banking institution, and is suitable for a mobile device 3 (e.g., smart phone) operating in mobile online banking (e.g., executing a mobile online banking application provided by a banking institution). When a user of the mobile device 100 (not shown in the figure) has a service demand, it provides a smart guidance service. The intelligent guidance service system 100. In addition, the banking institution is also equipped with a voice service system 200 and a personnel service system 300. The voice service system 200 provides multiple voice service options for customers who come in (to make a call) to choose, and according to the customer's human operation input (for example, typing in the desired option number), the voice service corresponding to the desired option is played content. Similarly, the personnel service system 200 can provide interpretive services of customer service personnel for incoming customers. In this embodiment, the voice service system 200 and the personnel service system 300 are connected to a telecommunication network via a telecommunication exchange host (commonly known as switchboard) 4, but it is not limited to this. The intelligent guidance service system 100 includes, for example, a dialogue management server 1 and a verification server 2.

該對話管理伺服器1例如可以一電腦設備來實施，並包含一通訊模組11、一第一儲存模組12、一對話模組13、及一第一處理模組14。The dialog management server 1 can be implemented by, for example, a computer device, and includes a communication module 11, a first storage module 12, a dialog module 13, and a first processing module 14.

該通訊模組11經由一通訊網路可連接該語音服務系統200及該人員服務系統300。The communication module 11 can be connected to the voice service system 200 and the personnel service system 300 via a communication network.

在本實施例中，如圖2所示，該第一儲存模組12儲存了多筆分別與該等語音服務選項相關聯的參考導引資料、及可與該語音服務系統200及該人員服務系統300連線的連結資料(即，該電信交換主機4的總機電話號碼)。更具體地，每筆參考導引資料例如包含代表該等語音服務選項其中一個對應的語音服務選項的服務特徵、及可用來進入該對應的語音服務選項的簡碼組。每筆參考導引資料所含的該服務特徵包含與該對應語音服務選項有關的語音服務內容相關聯的至少一個服務關鍵詞。舉例來說，每筆參考導引資料所含的該簡碼組可含有一個或多個數字碼，該(等)數字碼是依照該對應的語音服務選項在該語音服務系統200中被安排的階層位置而決定。In this embodiment, as shown in FIG. 2, the first storage module 12 stores a plurality of reference guide data respectively associated with the voice service options, and can be used with the voice service system 200 and the personnel service. The connection data of the system 300 connection (ie, the switchboard telephone number of the telecommunication exchange host 4). More specifically, each reference guide data includes, for example, a service feature representing one of the voice service options corresponding to the voice service option, and a short code group that can be used to enter the corresponding voice service option. The service feature contained in each reference guide material includes at least one service keyword associated with the voice service content related to the corresponding voice service option. For example, the short code group contained in each reference guide data may contain one or more digital codes, which are arranged in the voice service system 200 according to the corresponding voice service option Determined by the position of the class.

該對話模組13可操作來利用預先建立的一對話模型生成文字形式的對話內容。舉例來說，該對話內容包含例如「請提供身分證字號」、「請提供設定的電話號碼」、「所欲查詢的服務」等的詢問事項，但不以此例為限。The dialogue module 13 is operable to generate dialogue content in text form using a pre-established dialogue model. For example, the content of the dialogue includes enquiries such as "please provide ID number", "please provide the set phone number", "the service you want to inquire", but it is not limited to this example.

該第一處理模組14連接該通訊模組11、該第一儲存模組12及該對話模組13。The first processing module 14 is connected to the communication module 11, the first storage module 12 and the dialogue module 13.

該驗證伺服器2例如經由該銀行機構的內部區域網路(圖未示)連接該對話管理伺服器1，並包含一第二儲存模組21、一密碼產生模組22、及一第二處理模組23。The verification server 2 is connected to the dialogue management server 1 via the internal area network of the banking institution (not shown), for example, and includes a second storage module 21, a password generation module 22, and a second processing Module 23.

該第二儲存模組21儲存了多筆分別對應該銀行機構的多個客戶的參考身分識別資料。更具體地，如圖3所示，每筆參考身分識別資料包含對應客戶的身分識別碼(例如，身分證號)、及該對應客戶預先設定的電話號碼。The second storage module 21 stores multiple pieces of reference identification data corresponding to multiple customers of the banking institution. More specifically, as shown in FIG. 3, each reference identification data includes the corresponding customer's identification code (for example, the identification number) and the preset telephone number of the corresponding customer.

該密碼產生模組22可操作來隨機產生一密碼。The password generation module 22 is operable to randomly generate a password.

該第二處理模組23連接該第二儲存模組21及該密碼產生模組22，並用於處理客戶的身分驗證。The second processing module 23 is connected to the second storage module 21 and the password generation module 22, and is used to process the identity verification of the customer.

以下，將參閱圖1及圖4示例性地說明該實施例如何如何對於操作於行動網銀的該行動裝置3進行一智能導引服務程序。在此情況下，當持有該行動裝置3的一用戶欲查詢該銀行機構的相關服務時，該行動裝置3例如經由該行動網銀應用程式的執行對該對話管理伺服器1發送一對話請求。該智能導引服務程序包含以下步驟S41~S50。Hereinafter, referring to FIG. 1 and FIG. 4, it will be exemplarily explained how this embodiment performs an intelligent guidance service procedure for the mobile device 3 operating in the mobile online banking. In this case, when a user holding the mobile device 3 wants to inquire about related services of the banking institution, the mobile device 3 sends a dialogue request to the dialogue management server 1 through the execution of the mobile online banking application, for example. The intelligent guidance service program includes the following steps S41~S50.

首先，當該對話管理伺服器1的該第一處理模組14經由該通訊模組11接收到來自該行動裝置3的該對話請求(步驟S41)時，該第一處理模組14使該對話模組13生成該對話內容，並將該對話內容經由該通訊模組11傳送至該行動裝置3，以便接收來自該行動裝置3的對話內容(步驟S42)。更具體地，該第一處理模組14例如是以一問一答的方式將該對話模組13生成的該對話內容所包含的詢問事項逐一地傳送給該行動裝置3，特別是，每當接獲來自該行動裝置3的文字形式的對話回覆後，才傳送下一個詢問事項。於是，該對話管理伺服器1藉由與該行動裝置3共同執行的通訊對話能獲得由多次來自該行動裝置3的對話回覆構成的該行動裝置3的該對話內容。附帶說明的是，該行動裝置3會將來自該對話管理伺服器1的每一詢問事項顯示給該用戶觀看，之後可經由人為輸入操作(例如，由該用戶進行的鍵入操作或語音輸入)產生對應於該詢問事項的對話回覆。First, when the first processing module 14 of the dialog management server 1 receives the dialog request from the mobile device 3 via the communication module 11 (step S41), the first processing module 14 enables the dialog The module 13 generates the dialogue content, and transmits the dialogue content to the mobile device 3 via the communication module 11 so as to receive the dialogue content from the mobile device 3 (step S42). More specifically, the first processing module 14 transmits the inquiry items contained in the dialogue content generated by the dialogue module 13 to the mobile device 3 one by one, for example, every time After receiving the text-based dialogue reply from the mobile device 3, the next inquiry is sent. Therefore, the dialogue management server 1 can obtain the dialogue content of the mobile device 3 composed of multiple dialogue replies from the mobile device 3 through the communication dialogue executed jointly with the mobile device 3. Incidentally, the mobile device 3 will display each query from the dialog management server 1 to the user for viewing, and then it can be generated by a human input operation (for example, a typing operation or voice input performed by the user) The dialogue reply corresponding to the inquiry item.

然後，在步驟S43中，該對話管理伺服器1的該第一處理模組14從接收到的該對話內容擷取出與該用戶相關聯的身分內容及所欲服務內容，並將一含有該身分內容的驗證請求傳送至該驗證伺服器2。Then, in step S43, the first processing module 14 of the dialogue management server 1 extracts the identity content and the desired service content associated with the user from the received dialogue content, and then contains the identity content. The content verification request is sent to the verification server 2.

當該驗證伺服器2接收到來自該對話管理伺服器1的該驗證請求時，在步驟S44中，該第二處理模組23根據該驗證請求所含的該身分內容及該第二儲存模組21所儲存的該等筆參考身分識別資料確認該用戶的身分是否被成功驗證(即，該用戶是否為該銀行機構的客戶)。更具體地，該第二處理模組23是藉由判定該身分內容是否符合於該第二儲存模組21儲存的該等筆參考身分識別資料其中一筆參考身分識別資料來確認該用戶的身分是否被成功驗證。在本實施例中，該身分內容例如包含一第一部分及一第二部分。若該第二處理模組23判定出該第一部分匹配於該第二儲存模組21儲存的一筆參考身分識別資料所含的該身分識別碼，同時該第二部分匹配於該筆參考身分識別資料所含的該電話號碼時，此意謂該第二處理模組23判定出該身分內容符合於該筆參考身分識別資料(即，該用戶的身分被成功驗證)，則流程將進行步驟S46。相反地，若該第二處理模組23判定出該身分內容不符合任何一筆參考身分識別資料時(即，該用戶的身分驗證失敗)，該第二處理模組23對該對話管理伺服器1發送一身分驗證失敗回覆(步驟S45)。When the verification server 2 receives the verification request from the dialog management server 1, in step S44, the second processing module 23 is based on the identity content contained in the verification request and the second storage module The reference identification data stored in 21 confirms whether the user's identity has been successfully verified (that is, whether the user is a customer of the banking institution). More specifically, the second processing module 23 determines whether the identity content of the user is consistent with one of the reference identity data stored in the second storage module 21 to confirm whether the user’s identity is Was successfully verified. In this embodiment, the identity content includes, for example, a first part and a second part. If the second processing module 23 determines that the first part matches the identification code contained in a piece of reference identification data stored by the second storage module 21, and the second part matches the piece of reference identification data When the phone number is included, this means that the second processing module 23 determines that the identity content is consistent with the reference identity identification data (that is, the user's identity is successfully verified), and the process proceeds to step S46. Conversely, if the second processing module 23 determines that the identity content does not match any piece of reference identity data (that is, the user’s identity verification fails), the second processing module 23 requests the dialog management server 1 Send an identity verification failure reply (step S45).

在步驟S46中，該第二處理模組23使該密碼產生模組22產生唯一對應於該驗證請求的一密碼，並回應於該驗證請求，將該密碼傳送至該對話管理伺服器1。In step S46, the second processing module 23 causes the password generation module 22 to generate a password uniquely corresponding to the verification request, and in response to the verification request, transmits the password to the dialog management server 1.

接著，在步驟S47中，該對話管理伺服器1，經由該通訊網路，將來自於該驗證伺服器2的該密碼傳送至該語音服務系統200，並將該密碼及該身分內容傳送至該人員服務系統300，以供該語音服務系統200及該人員服務系統300後續作為辨識客戶之用。Then, in step S47, the dialog management server 1 transmits the password from the verification server 2 to the voice service system 200 via the communication network, and transmits the password and the identity content to the person The service system 300 is used by the voice service system 200 and the personnel service system 300 to identify customers later.

然後，在步驟S48中，該對話管理伺服器1的該第一處理模組14判定該所欲服務內容是否與該第一儲存模組12儲存的該等筆參考導引資料其中一筆參考導引資料所含的該服務特徵匹配。若該判定結果為肯定時，流程將進行步驟S49，否則，流程將進行步驟S50。Then, in step S48, the first processing module 14 of the dialog management server 1 determines whether the desired service content corresponds to one of the reference guide data stored in the first storage module 12 The service features contained in the data match. If the result of the determination is affirmative, the flow will proceed to step S49, otherwise, the flow will proceed to step S50.

在本實施例中，更具體地，當該第一處理模組14判定出該所欲服務內容與一筆參考導引資料所含的該服務特徵匹配時的，此意謂，該第一處理模組14確定該所欲服務內容含有該筆參考導引資料所含的該服務特徵包含的該至少一個服務關鍵詞。In this embodiment, more specifically, when the first processing module 14 determines that the desired service content matches the service feature contained in a piece of reference guide data, this means that the first processing module 14 The group 14 determines that the desired service content contains the at least one service keyword contained in the service feature contained in the reference guide material.

在步驟S49中，該對話管理伺服器1的該第一處理模組14經由該通訊模組11將一含有該第一儲存模組12儲存的該連結資料、該密碼、及該筆參考導引資料所含的該簡碼組的語音服務導引訊息發送至該行動裝置3。In step S49, the first processing module 14 of the dialog management server 1 transfers a file containing the link data stored by the first storage module 12, the password, and the reference guide via the communication module 11 The voice service guide message of the short code set contained in the data is sent to the mobile device 3.

在步驟S50中，該對話管理伺服器1的該第一處理模組14經由該通訊模組11將一含有該連結資料及該密碼的人員服務導引訊息發送至該行動裝置3。In step S50, the first processing module 14 of the dialog management server 1 sends a personnel service guidance message containing the connection data and the password to the mobile device 3 via the communication module 11.

於是，當該行動裝置3接收到該語音服務導引訊息時，該行動裝置3藉由該行動網銀應用程式的執行，會先自動撥打該連結資料並在與該電信交換主機4連線時，緊接著自動鍵入該密碼，然後依序自動鍵入該簡碼組的該(等)數字碼，在此情況下，該電信交換主機4會建立該行動裝置3與該語音服務系統200的電信連結並將收到的該密碼與該簡碼組傳送給該語音服務系統200，以便該語音服務系統200在成功辨識該密碼後根據該簡碼組將與該語音服務選項有關的語音服務內容提供給該行動裝置3，以供該用戶收聽。或者，當該行動裝置3接收到該人員服務導引訊息時，同樣地，該行動裝置3藉由該行動網銀應用程式的執行，會先自動撥打該連結資料並在與該電信交換主機4連線時，緊接著自動鍵入該密碼，在此情況下，該電信交換主機4會建立該行動裝置3與該人員服務系統300的電信連結並將收到的該密碼傳送給該人員服務系統200，以便該人員服務系統300在成功辨識該密碼後根據之前接收到對應於該密碼的該身分內容與在線的用戶進行人員對話。如此，該用戶可在不用收聽非必要且冗長的語音內容的情況下快速且有效地收聽到有關於所欲服務的語音服務內容，並將人為輸入操作的次數降至最低。Therefore, when the mobile device 3 receives the voice service guidance message, the mobile device 3 will first automatically dial the connection data and connect with the telecommunication exchange host 4 by executing the mobile online banking application. Then the password is automatically typed in, and then the numeric code(s) of the shortcode group is automatically typed in sequence. In this case, the telecommunication exchange host 4 will establish a telecommunication connection between the mobile device 3 and the voice service system 200 and The received password and the shortcode group are transmitted to the voice service system 200, so that the voice service system 200 can provide the voice service content related to the voice service option to the voice service system according to the shortcode group after successfully identifying the password. Mobile device 3 for the user to listen to. Or, when the mobile device 3 receives the personnel service guidance message, similarly, the mobile device 3 will first automatically dial the connection data and connect to the telecommunication exchange host 4 through the execution of the mobile online banking application. When online, the password is automatically entered immediately. In this case, the telecommunication exchange host 4 will establish a telecommunication connection between the mobile device 3 and the personnel service system 300 and transmit the received password to the personnel service system 200. In this way, after successfully identifying the password, the personnel service system 300 conducts a personnel dialogue with the online user according to the identity content corresponding to the password previously received. In this way, the user can quickly and effectively listen to the voice service content about the desired service without having to listen to unnecessary and lengthy voice content, and minimize the number of manual input operations.

綜上所述，用戶在使用行動網銀時，該對話管理伺服器1與用戶所持有的行動裝置3進行文字形式的通訊對話後，可根據從來自行動裝置3的對話內容擷取出的所欲服務內容，對該行動裝置3傳送語音服務導引訊息或人員服務導引訊息，以供該行動裝置3據以自動連結語音服務系統200或人員服務系統300並繼而獲得所欲服務的相關資訊，藉此省略現有技術所遭遇之非必要且冗長語音內容的收聽並大幅降低人為輸入操作的次數。故確實能達成本發明的目的。To sum up, when a user uses mobile online banking, after the dialog management server 1 conducts a text-based communication dialog with the mobile device 3 held by the user, it can be based on the desired content extracted from the dialog content from the mobile device 3. Service content, sending voice service guidance messages or personnel service guidance messages to the mobile device 3 so that the mobile device 3 can automatically connect to the voice service system 200 or the personnel service system 300 and then obtain relevant information about the desired service. In this way, unnecessary and lengthy voice content listening encountered in the prior art is omitted, and the number of manual input operations is greatly reduced. Therefore, it can indeed achieve the purpose of the invention.

惟以上所述者，僅為本發明之實施例而已，當不能以此限定本發明實施之範圍，凡是依本發明申請專利範圍及專利說明書內容所作之簡單的等效變化與修飾，皆仍屬本發明專利涵蓋之範圍內。However, the above are only examples of the present invention. When the scope of implementation of the present invention cannot be limited by this, all simple equivalent changes and modifications made in accordance with the scope of the patent application of the present invention and the content of the patent specification still belong to This invention patent covers the scope.

100:智能導引服務系統 1:對話管理伺服器 11:通訊模組 12:第一儲存模組 13:對話模組 14:第一處理模組 2:驗證伺服器 21:第二儲存模組 22:密碼產生模組 23:第二處理模組 3:行動裝置 200:語音服務系統 300:人員服務系統 S41~S50:步驟100: Intelligent guidance service system 1: Conversation management server 11: Communication module 12: The first storage module 13: Dialogue module 14: The first processing module 2: Verify the server 21: The second storage module 22: Password generation module 23: The second processing module 3: mobile device 200: Voice Service System 300: Personnel Service System S41~S50: steps

本發明之其他的特徵及功效，將於參照圖式的實施方式中清楚地呈現，其中： 圖1是一方塊圖，示例性地繪示本發明實施例用於行動網銀的智能導引服務系統及其在使用時的環境配置； 圖2是一示意圖，示例性地說明該實施例的一對話管理伺服器的一第一儲存模組儲存的資料內容； 圖3是一示意圖，示例性地說明該實施例的一驗證伺服器的一第二儲存模組儲存的資料內容；及 圖4是一流程圖，示例性地說明該實施例如何對於操作於行動網銀的行動裝置進行一智能導引服務程序。Other features and effects of the present invention will be clearly presented in the embodiments with reference to the drawings, in which: FIG. 1 is a block diagram exemplarily showing an intelligent guidance service system for mobile online banking according to an embodiment of the present invention and its environment configuration during use; FIG. 2 is a schematic diagram exemplarily illustrating data content stored by a first storage module of a dialog management server of the embodiment; FIG. 3 is a schematic diagram exemplarily illustrating the contents of data stored in a second storage module of a verification server of the embodiment; and Fig. 4 is a flowchart illustrating how the embodiment performs an intelligent guidance service procedure for a mobile device operating in a mobile online banking.

100:智能導引服務系統100: Intelligent guidance service system

1:對話管理伺服器1: Conversation management server

11:通訊模組11: Communication module

12:第一儲存模組12: The first storage module

13:對話模組13: Dialogue module

14:第一處理模組14: The first processing module

2:驗證伺服器2: Verify the server

21:第二儲存模組21: The second storage module

22:密碼產生模組22: Password generation module

23:第二處理模組23: The second processing module

3:行動裝置3: mobile device

4:電信交換總機4: Telecom switchboard

200:語音服務系統200: Voice Service System

300:人員服務系統300: Personnel Service System

Claims (6)

一種用於行動網銀的智能導引服務方法，利用一對話管理伺服器、及一驗證伺服器來實施，並包含以下步驟： 藉由該對話管理伺服器，儲存多筆分別與多個由一語音服務系統所提供之語音服務選項相關聯的參考導引資料，每筆參考導引資料包含代表該等語音服務選項其中一個對應的語音服務選項的服務特徵、及可用來進入該對應的語音服務選項的簡碼組； 藉由該驗證伺服器，儲存多筆分別對應於多個客戶的參考身分識別資料； 藉由該對話管理伺服器，當接收到來自一行動裝置的對話請求時，利用預先建立的一對話模型，以文字形式進行與該行動裝置的通訊對話，以便從來自該行動裝置的對話內容擷取出與持有該行動裝置的一用戶相關聯的身分內容及所欲服務內容，並將一含有該身分內容的驗證請求傳送至該驗證伺服器； 藉由該驗證伺服器，當判定出來自於該對話管理伺服器的該身分內容符合於已儲存的該等參考筆身分識別資料其中一筆參考身分識別資料時，產生一唯一對應於該驗證請求的密碼，並回應於該驗證請求，將該密碼傳送至該對話管理伺服器； 藉由該對話管理伺服器，經由一通訊網路，將該密碼傳送至該語音服務系統，並將該密碼及該身分內容傳送至一人員服務系統；及 藉由該對話管理伺服器，在判定出該所欲服務內容與該等筆參考導引資料其中一筆參考導引資料所含的該服務特徵匹配時，將一含有可與該語音服務系統電信連結的連結資料、該密碼、及該筆參考導引資料所含的該簡碼組的語音服務導引訊息發送至該行動裝置，而在判定出該所欲服務內容與該等筆參考導引資料所含的該等服務特徵均不匹配時，將一含有可與該人員服務系統電信連結的連結資料、及該密碼的人員服務導引訊息發送至該行動裝置，以使該行動裝置能根據該語音服務導引訊息建立與該語音服務系統的電信連結並獲得對應於該簡碼組且與該語音服務選項有關的語音服務內容，或者根據該人員服務導引訊息建立於該人員服務系統的電信連結。An intelligent guidance service method for mobile online banking is implemented using a dialogue management server and a verification server, and includes the following steps: Through the dialog management server, multiple reference guide data respectively associated with multiple voice service options provided by a voice service system are stored, and each reference guide data contains a corresponding one of the voice service options The service characteristics of the voice service option and the shortcode group that can be used to enter the corresponding voice service option; With the verification server, multiple reference identification data corresponding to multiple customers are stored; With the dialog management server, when a dialog request from a mobile device is received, it uses a pre-established dialog model to conduct a communication dialog with the mobile device in the form of text, so as to retrieve the content of the dialog from the mobile device Retrieve the identity content and desired service content associated with a user holding the mobile device, and send a verification request containing the identity content to the verification server; With the verification server, when it is determined that the identity content from the dialog management server matches one of the stored reference identification data, a unique identification data corresponding to the verification request is generated Password, and in response to the verification request, send the password to the dialog management server; Using the conversation management server to send the password to the voice service system via a communication network, and send the password and the identity content to a personnel service system; and With the dialog management server, when it is determined that the desired service content matches the service feature contained in one of the reference guide data, it will include a telecommunication connection with the voice service system The link data, the password, and the voice service guide message of the short code group contained in the reference guide data are sent to the mobile device, and the desired service content and the reference guide data are determined When none of the included service features match, a personnel service guide message containing the link data that can be connected to the personnel service system by telecommunication and the password is sent to the mobile device so that the mobile device can follow the The voice service guide message establishes a telecommunication connection with the voice service system and obtains the voice service content corresponding to the shortcode set and related to the voice service option, or establishes the telecommunication of the personnel service system based on the personnel service guide message link. 如請求項1所述的用於行動網銀的智能導引服務方法，其中： 每筆參考導引資料所含的該服務特徵包含與該對應語音服務選項有關的語音服務內容相關聯的至少一個服務關鍵詞；及 該對話管理伺服器藉由確定該所欲服務內容含有該筆參考導引資料所含的該服務特徵包含的該至少一個服務關鍵詞來判定出該所欲服務內容與該筆參考導引資料所含的該服務特徵匹配。The intelligent guidance service method for mobile online banking as described in claim 1, wherein: The service feature contained in each reference guide material includes at least one service keyword associated with the voice service content related to the corresponding voice service option; and The dialog management server determines the desired service content and the reference guide data by determining that the desired service content contains the at least one service keyword included in the service feature contained in the reference guide data. The service features included match. 如請求項1所述的用於行動網銀的智能導引服務方法，每筆參考身分識別資料包含對應客戶的身分識別碼及該對應客戶預先設定的電話號碼，其中，當該身分內容含有一匹配於該筆參考身分識別資料所含的該身分識別碼的第一部分、及一匹配於該筆參考身分識別資料所含的該電話號碼的第二部分時，該驗證伺服器判定出該身分內容符合於該筆參考身分識別資料。For the intelligent guidance service method for mobile online banking described in claim 1, each reference identification data includes the corresponding customer's identification code and the corresponding customer's preset phone number, wherein, when the identity content contains a matching When the first part of the identification code contained in the reference identification data and the second part of the phone number contained in the reference identification data are matched, the verification server determines that the content of the identification matches Refer to the identification information in this pen. 一種用於行動網銀的智能導引服務系統，包含： 一對話管理伺服器，包括 一通訊模組，經由一通訊網路可連接一語音服務系統及一人員服務系統， 一第一儲存模組，儲存多筆分別與多個由一語音服務系統所提供之語音服務選項相關聯的參考導引資料，每筆參考導引資料包含代表該等語音服務選項其中一個對應的語音服務選項的服務特徵、及可用來進入該對應的語音服務選項的簡碼組， 一對話模組，可操作來利用預先建立的一對話模型，生成文字形式的對話內容，及 一第一處理模組，連接該通訊模組、該第一儲存模組及該對話模組；及 一驗證伺服器，連接該對話管理伺服器，並包括 一第二儲存模組，儲存多筆分別對應於多個客戶的參考身分識別資料， 一密碼產生模組，可操作來隨機產生一密碼，及 一第二處理模組，連接該第二儲存模組及該密碼產生模組，並用於處理客戶的身分驗證； 其中，當該對話管理伺服器的該第一處理模組經由該通訊模組接收到來一行動裝置的對話請求時，該第一處理模組使該對話模組生成該對話內容並將該對話內容經由該通訊模組傳送至該行動裝置，並接收來自該行動裝置的對話內容，以便從接收到的該對話內容擷取出與持有該行動裝置的一用戶相關聯的身分內容及所欲服務內容，並將一含有該身分內容的驗證請求傳送至該驗證伺服器； 其中，該驗證伺服器的該第二處理模組，在判定出來自於該對話管理伺服器的該身分內容符合於該第二儲存模組儲存的該等筆參考身分識別資料其中一筆參考身分識別資料時，使該密碼產生模組產生唯一對應於該驗證請求的一密碼，並回應於該驗證請求，將該密碼傳送至該對話管理伺服器； 其中，該對話管理伺服器，經由該通訊網路，將該密碼傳送至該語音服務系統，並將該密碼及該身分內容傳送至該人員服務系統；及 其中，該對話管理伺服器的該第一處理模組，在判定出該所欲服務內容與該等筆參考導引資料其中一筆參考導引資料所含的該服務特徵匹配時，經由該通訊模組將一含有可與該語音服務系統電信連結的連結資料、該密碼、及該筆參考導引資料所含的該簡碼組的語音服務導引訊息發送至該行動裝置，而在判定出該所欲服務內容與該等筆參考導引資料所含的該等服務特徵均不匹配時，經由該通訊模組將一含有可與該人員服務系統電信連結的連結資料及該密碼的人員服務導引訊息發送至該行動裝置，以使該行動裝置能根據該語音服務導引訊息建立與該語音服務系統的電信連結並獲得對應於該簡碼組且與該語音服務選項有關的語音服務內容，或者根據該人員服務導引訊息建立於該人員服務系統的電信連結。An intelligent guidance service system for mobile online banking, including: A conversation management server, including A communication module can be connected to a voice service system and a personnel service system via a communication network, A first storage module stores a plurality of reference guide data respectively associated with a plurality of voice service options provided by a voice service system, and each reference guide data contains a corresponding one of the voice service options The service characteristics of the voice service option and the shortcode group that can be used to enter the corresponding voice service option, A dialogue module that can be operated to use a pre-established dialogue model to generate dialogue content in text form, and A first processing module connected to the communication module, the first storage module and the dialogue module; and An authentication server, connect to the dialog management server, and include A second storage module stores multiple reference identification data corresponding to multiple customers, A password generation module, which can be operated to randomly generate a password, and A second processing module, connected to the second storage module and the password generation module, and used to process the client's identity verification; Wherein, when the first processing module of the dialog management server receives a dialog request from a mobile device via the communication module, the first processing module causes the dialog module to generate the dialog content and send the dialog content Send to the mobile device via the communication module, and receive the dialogue content from the mobile device, so as to extract the identity content and desired service content associated with a user holding the mobile device from the received dialogue content , And send a verification request containing the identity content to the verification server; Wherein, the second processing module of the verification server determines that the identity content from the dialog management server matches one of the reference identity data stored in the second storage module. When data is being used, the password generation module is made to generate a password uniquely corresponding to the verification request, and in response to the verification request, the password is sent to the dialog management server; Wherein, the conversation management server transmits the password to the voice service system via the communication network, and transmits the password and the identity content to the personnel service system; and Wherein, the first processing module of the dialog management server determines that the desired service content matches the service feature contained in one of the reference guide data through the communication module The group sends a voice service guide message containing the link data that can be telecommunicationly connected with the voice service system, the password, and the short code group contained in the reference guide data to the mobile device, and the When the desired service content does not match the service features contained in the reference guide data, through the communication module, a staff service guide containing the link data that can be telecommunications connected with the staff service system and the password is used. The guide message is sent to the mobile device so that the mobile device can establish a telecommunication connection with the voice service system according to the voice service guide message and obtain the voice service content corresponding to the shortcode set and related to the voice service option, Or establish a telecommunication link in the personnel service system based on the personnel service guide message. 如請求項4所述的用於行動網銀的智能導引服務系統，其中： 每筆參考導引資料所含的該服務特徵包含與該對應語音服務選項有關的語音服務內容相關聯的至少一個服務關鍵詞；及 該對話管理伺服器的該第一處理模組藉由確定該所欲服務內容含有該筆參考導引資料所含的該服務特徵包含的該至少一個服務關鍵詞來判定出該所欲服務內容與該筆參考導引資料所含的該服務特徵匹配。The intelligent guidance service system for mobile online banking as described in claim 4, wherein: The service feature contained in each reference guide material includes at least one service keyword associated with the voice service content related to the corresponding voice service option; and The first processing module of the dialog management server determines the desired service content and the at least one service keyword included in the service feature included in the reference guide data by determining that the desired service content contains The service feature contained in the reference guide material matches. 如請求項4所述的用於行動網銀的智能導引服務系統，其中： 該驗證伺服器的該第二儲存模組儲存的每筆參考身分識別資料包含對應客戶的身分識別碼及該對應客戶預先設定的電話號碼；及 當該身分內容含有一匹配於該筆參考身分識別資料所含的該身分識別碼的第一部分、及一匹配於該筆參考身分識別資料所含的該電話號碼的第二部分時，該驗證伺服器的該第二處理模組判定出該身分內容符合於該筆參考身分識別資料。The intelligent guidance service system for mobile online banking as described in claim 4, wherein: Each reference identification data stored by the second storage module of the verification server includes the identification code of the corresponding customer and the phone number preset by the corresponding customer; and When the identity content contains a first part that matches the identity code contained in the reference identity identification data, and a second part that matches the phone number contained in the reference identity identification data, the verification server The second processing module of the processor determines that the identity content is consistent with the reference identity identification data.
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