WO2024060951A9 - 一种业务服务方法及装置 - Google Patents

一种业务服务方法及装置 Download PDF

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Publication number
WO2024060951A9
WO2024060951A9 PCT/CN2023/115872 CN2023115872W WO2024060951A9 WO 2024060951 A9 WO2024060951 A9 WO 2024060951A9 CN 2023115872 W CN2023115872 W CN 2023115872W WO 2024060951 A9 WO2024060951 A9 WO 2024060951A9
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WIPO (PCT)
Prior art keywords
customer
business
information
identity
virtual
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PCT/CN2023/115872
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English (en)
French (fr)
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WO2024060951A1 (zh
Inventor
杨久霞
踪家双
孙玉海
马明园
Original Assignee
京东方科技集团股份有限公司
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Publication of WO2024060951A1 publication Critical patent/WO2024060951A1/zh
Publication of WO2024060951A9 publication Critical patent/WO2024060951A9/zh

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Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F21/00—Security arrangements for protecting computers, components thereof, programs or data against unauthorised activity
    • G06F21/30—Authentication, i.e. establishing the identity or authorisation of security principals
    • G06F21/31—User authentication
    • G06F21/32—User authentication using biometric data, e.g. fingerprints, iris scans or voiceprints
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F21/00—Security arrangements for protecting computers, components thereof, programs or data against unauthorised activity
    • G06F21/30—Authentication, i.e. establishing the identity or authorisation of security principals
    • G06F21/45—Structures or tools for the administration of authentication

Definitions

  • the present disclosure relates to the field of metaverse business services, and in particular to a business service method and device.
  • Metaverse came into being.
  • consumers can have a virtual identity, which is a real person who does not exist in the real world.
  • the appearance characteristics, basic personality, and interest preferences of the virtual identity are all set by the consumer himself.
  • Virtual identities are widely used in the fields of live broadcasting and endorsements, and most of them are operated in a real-person-driven manner. However, in the current application of virtual identities, the virtual identities are not strongly bound to the identity information of the corresponding real person, which poses a great security risk.
  • a business service method which includes: obtaining the customer's biometric information; authenticating the customer based on the customer's biometric information and the customer's virtual identity information; and when the customer's identity authentication result is passed, handling the business according to the customer's needs and providing the customer with a target business scenario.
  • the customer's identity is authenticated based on the customer's biometric information and the customer's virtual identity information, including: preprocessing the customer's biometric information; the preprocessing includes stamping a timestamp; comparing and verifying the preprocessed biometric information with the customer's virtual identity information to determine a first verification result; generating a to-be-confirmed message and sending it to the customer's account opening mobile terminal based on the preprocessed biometric information and the business that the customer determines to require; receiving a second verification result fed back by the customer's account opening mobile terminal; and determining that the customer's identity authentication result is passed when both the first verification result and the second verification result are passed.
  • the target business scenario includes one or more of the following: an assisted queuing scenario, a business guidance scenario, and a self-service processing scenario.
  • the above method further includes: if the waiting time for the business that the customer needs to process is greater than a first time threshold, then the assisted queuing scenario is provided to the customer; if it is detected that the customer does not perform an operation or execute a first preset operation within a second time threshold, then the business guidance scenario is provided to the customer; wherein the first preset operation is to request guidance from a virtual staff member; if it is detected that the customer executes The second preset operation provides the customer with a self-service scenario; wherein the second preset operation is to request a self-service service.
  • the customer's virtual identity information is stored in a Metaverse bank server or a CRM system server; before authenticating the customer based on the customer's physical identity information and the customer's virtual identity information, the above method also includes: obtaining the customer's physical identity information; wherein the customer's physical identity information includes the customer's biometric information and the customer's account data information; determining the customer's virtual identity biometric algorithm model based on the customer's physical identity information; determining the customer's virtual identity information based on the customer's virtual identity biometric algorithm model; and storing the customer's virtual identity information in a Metaverse bank or a CRM system server.
  • the customer's biometric information includes one or more of the following: fingerprint feature information, voiceprint feature information, iris feature information, facial feature information, palm vein feature information, and finger vein feature information; before determining the customer's physical identity information, the above method also includes: obtaining the customer's account data information; the customer's account data information includes one or more of the following: customer name, customer identity ID, account opening timestamp, account password, and customer attribute information.
  • the biometric algorithm model of the customer's virtual identity is determined according to the following steps: based on the biometric image enhancement algorithm, feature extraction is performed on the customer's biometric information, customer name, customer identity ID and customer group attribute information to determine at least one feature vector; based on the at least one feature vector, the biometric algorithm model of the customer's virtual identity is determined; the customer's biometric information, customer name, customer identity ID, customer group attribute information and the biometric algorithm model of the customer's virtual identity are stamped with an account opening timestamp to determine block data; based on the block data, the customer's virtual identity is determined.
  • the above method also includes: sending block data to a blockchain node.
  • the above method before obtaining the customer's biometric information, also includes: detecting customer behavior; when it is detected that the customer behavior is a contact behavior, the virtual staff provides a welcoming service to the customer; the welcoming service includes proactive welcoming reception, providing business guidance and consulting services to the customer; and in response to the customer's third preset operation, determining the business that the customer needs to handle.
  • a business service device including: an acquisition unit and a processing unit; the acquisition unit is configured to acquire the customer's biometric information; the processing unit is configured to perform identity authentication on the customer based on the customer's biometric information and the customer's virtual identity information; the processing unit is also configured to provide the customer with a target business scenario when the result of the customer's identity authentication is passed, based on the business handled by the customer's needs.
  • the processing unit is further configured to pre-process the biometric information of the customer; the pre-processing includes adding a timestamp; the processing unit is further configured to The processing unit is further configured to compare and verify the pre-processed biometric information with the customer's virtual identity information to determine a first verification result; the processing unit is further configured to generate a to-be-confirmed message and send it to the customer's account opening mobile terminal based on the pre-processed biometric information and the business determined by the customer to be handled; and receive a second verification result fed back by the customer's account opening mobile terminal; the processing unit is further configured to determine that the customer's identity authentication result is passed when both the first verification result and the second verification result are passed.
  • the processing unit is further configured to provide the customer with an assisted queuing scenario if the waiting time for the service that the customer needs to handle is greater than a first time threshold; the processing unit is further configured to provide the customer with a business guidance scenario if it is detected that the customer has not performed an operation within a second time threshold or executed a first preset operation; wherein the first preset operation is to request guidance from a virtual staff member; the processing unit is further configured to provide the customer with a self-service scenario if it is detected that the customer executes a second preset operation; wherein the second preset operation is to request self-service service.
  • the acquisition unit is further configured to acquire the customer's physical identity information; wherein the customer's physical identity information includes the customer's biometric information and the customer's account data information; the processing unit is further configured to determine the customer's virtual identity biometric algorithm model based on the customer's physical identity information; the processing unit is further configured to determine the customer's virtual identity information based on the customer's virtual identity biometric algorithm model; the processing unit is further configured to store the customer's virtual identity information to the Metaverse Bank or CRM system server.
  • the acquisition unit is further configured to acquire the customer's account data information; the customer's account data information includes one or more of the following: customer name, customer identity ID, account opening timestamp, account password, and customer attribute information.
  • the processing unit is further configured to perform feature extraction on the customer's biometric information, customer name, customer identity ID, and customer group attribute information based on a biometric image enhancement algorithm to determine at least one feature vector; the processing unit is further configured to determine a biometric algorithm model of the customer's virtual identity based on at least one feature vector; the processing unit is further configured to stamp the customer's biometric information, customer name, customer identity ID, customer group attribute information, and the biometric algorithm model of the customer's virtual identity with an account opening timestamp to determine block data; the processing unit is further configured to determine the customer's virtual identity based on the block data.
  • the business service device also includes: a sending unit; the sending unit is configured to send block data to the blockchain node.
  • the processing unit is further configured to detect customer behavior; the processing unit is further configured to, when detecting that the customer behavior is a contact behavior, provide a welcoming service to the customer by a virtual staff; the welcoming service includes proactive welcoming reception, providing business guidance and consulting services to the customer; the processing unit is further configured to determine the customer needs in response to a third preset operation of the customer. Requesting business.
  • a computer-readable storage medium stores computer program instructions, which, when executed on a computer (eg, a business service device), cause the computer to execute the business service device method as described in any of the above embodiments.
  • a computer eg, a business service device
  • a computer program product comprising computer program instructions, and when the computer program instructions are executed on a computer (eg, a business service device), the computer program instructions cause the computer to execute the business service device method as described in any of the above embodiments.
  • a computer eg, a business service device
  • a computer program is provided.
  • the computer program When the computer program is executed on a computer (eg, a business service device), the computer program enables the computer to execute the business service device method as described in any one of the above embodiments.
  • FIG1 is a schematic diagram of an application scenario of a business service method provided according to some embodiments.
  • FIG2 is a schematic diagram of the architecture of a business service system provided according to some embodiments.
  • FIG3 is a flow chart of a business service method provided according to some embodiments.
  • FIG4 is a schematic diagram of a business scenario provided according to some embodiments.
  • FIG5 is a schematic diagram of another business scenario provided according to some embodiments.
  • FIG6 is a schematic diagram of another business scenario provided according to some embodiments.
  • FIG7 is a flow chart of another business service method provided according to some embodiments.
  • FIG8 is a flow chart of another business service method provided according to some embodiments.
  • FIG9 is a flow chart of another business service method provided according to some embodiments.
  • FIG10 is a flowchart of another business service method provided according to some embodiments.
  • FIG11 is a schematic diagram of a display screen of a display terminal according to some embodiments.
  • FIG12 is a schematic diagram of a display screen of another display terminal provided according to some embodiments.
  • FIG13 is a structural diagram of a business service device according to some embodiments.
  • FIG. 14 is a structural diagram of another business service device provided according to some embodiments.
  • first and second are used for descriptive purposes only and are not to be understood as indicating or implying relative importance or implicitly indicating the number of the indicated technical features.
  • a feature defined as “first” or “second” may explicitly or implicitly include one or more of the features.
  • plural means two or more.
  • At least one of A, B, and C has the same meaning as “at least one of A, B, or C” and both include the following combinations of A, B, and C: A only, B only, C only, the combination of A and B, the combination of A and C, the combination of B and C, and the combination of A, B, and C.
  • a and/or B includes the following three combinations: A only, B only, and a combination of A and B.
  • the term “if” is optionally interpreted to mean “when” or “upon” or “in response to determining” or “in response to detecting,” depending on the context.
  • the phrases “if it is determined that” or “if [a stated condition or event] is detected” are optionally interpreted to mean “upon determining that” or “in response to determining that” or “upon detecting [a stated condition or event]” or “in response to detecting [a stated condition or event],” depending on the context.
  • parallel includes absolute parallelism and approximate parallelism, wherein the acceptable deviation range of approximate parallelism can be, for example, a deviation within 5°;
  • perpendicular includes absolute perpendicularity and approximate perpendicularity, wherein the acceptable deviation range of approximate perpendicularity can also be, for example, a deviation within 5°.
  • equal includes absolute equality and approximate equality, wherein the acceptable deviation range of approximate equality can be, for example, the difference between the two equalities is less than or equal to 5% of either one.
  • Metaverse came into being.
  • consumers can have a virtual identity, which is a real person who does not exist in the real world.
  • the appearance characteristics, basic personality, and interest preferences of the virtual identity are all set by the consumer himself.
  • Virtual identities are widely used in the fields of live broadcasting and endorsements, and most of them are operated in a real-person-driven manner. However, in the current application of virtual identities, the virtual identities are not strongly bound to the identity information of the corresponding real person, which poses a great security risk.
  • Metaverse Bank in the digital industrial era, consumers (hereinafter referred to as customers) can use their virtual identities to conduct banking business or transactions.
  • customers can use their virtual identities to conduct banking business or transactions.
  • the customer's physical identity in the real world is simply mapped to the virtual identity in the virtual environment, and the physical identity of the customer in the real world is not strongly bound to the virtual identity in the virtual environment, it is easy to cause the customer's account to be stolen, resulting in serious transaction security issues.
  • the current Metaverse Bank does not have a perfect customer identity authentication process during the business process, and cannot properly guarantee the security of business transactions.
  • the present disclosure provides a business service method and device to solve the problem of incomplete identity authentication and low business security when customers conduct business or transactions in Metaverse Bank in the prior art.
  • the method provided by the present disclosure can also provide a variety of target scenarios for the business handled by customers to meet the business handling needs of customers.
  • the execution subject is a business service device.
  • the business service device can be a server, or a part of a device coupled to a server, such as a chip system in a server.
  • the business service device includes:
  • Processor which can be a general-purpose central processing unit (CPU), A microprocessor, an application-specific integrated circuit (ASIC), or one or more integrated circuits for controlling the execution of the program of the disclosed solution.
  • CPU central processing unit
  • a microprocessor central processing unit
  • ASIC application-specific integrated circuit
  • a transceiver can be any device that uses a transceiver to communicate with other devices or communication networks, such as Ethernet, radio access network (RAN), wireless local area networks (WLAN), etc.
  • RAN radio access network
  • WLAN wireless local area networks
  • Memory which may be a read-only memory (ROM) or other types of static storage devices that can store static information and instructions, a random access memory (RAM) or other types of dynamic storage devices that can store information and instructions, or an electrically erasable programmable read-only memory (EEPROM), a compact disc read-only memory (CD-ROM) or other optical disk storage, optical disk storage (including compressed optical disk, laser disk, optical disk, digital versatile disk, Blu-ray disk, etc.), a magnetic disk storage medium or other magnetic storage device, or any other medium that can be used to carry or store the desired program code in the form of instructions or data structures and can be accessed by a computer, but is not limited to this.
  • the memory may exist independently and be connected to the processor through a communication line. The memory may also be integrated with the processor.
  • Figure 1 is a schematic diagram of an application scenario of a business service method provided according to some embodiments.
  • a digital business service system 10 a client 20 and a Metaverse Bank server 30 are included.
  • the digital business service system 10 can provide metaverse virtual business services to customers 20 based on human-computer interaction.
  • the digital business service system 10 can respond to the operation of the customer 20 and achieve accurate interaction with the customer 20 through the interactive devices in the business service system 10.
  • the Metaverse Bank server 30 is used to receive communication data sent by the business service system 10 to implement the Metaverse Bank business processing of the customer 20.
  • FIG2 is a schematic diagram of the architecture of a digital business service system provided according to some embodiments.
  • the digital business service system 10 includes: an interactive system 11. Computing platform 12, storage module 13 and digital business management platform 14.
  • the interactive system 11 is used to enable the client 20 to interact with the metaverse.
  • the interactive system 11 presents the business scenario to the client 20 by setting an interactive terminal.
  • the interactive terminal may be a display terminal, a VR terminal, an AR terminal or other devices.
  • the interactive system 11 has built-in interactive rules so that the interactive system 11 can implement human-computer interaction according to the operation of the client 20 .
  • the interactive system 11 is provided with a sensing device or other sensor device with detection function to collect relevant information of the customer and detect the status and behavior information of the customer.
  • the sensing device is used to sense the location, status and behavior information of the customer.
  • the sensing device package can select the type of sensing devices such as camera, somatosensory, touch, radar, voiceprint recognition, etc. based on different application segmentation scenarios.
  • the customer information sensed by the sensing device is stored in the storage module 13 and simultaneously sent to the digital business management platform 14 so that the digital business management platform 14 can determine the customer's identity information based on the customer's information.
  • the digital business management platform 14 can also further send it to the Metaverse Bank server or the Customer Relationship Management (CRM) system for customer identity identification to determine the customer's identity information.
  • CCM Customer Relationship Management
  • the computing platform 12 is used to calculate the status information and behavior information of the customer 20 obtained by the interactive system 11, so as to ensure the accuracy of the business scenarios and virtual staff interactions provided by the subsequent digital business management platform 14.
  • the computing platform 12 is also used to calculate the Internet of Things status of the business scenario, and upload the relevant data of the Internet of Things status to the digital business management platform 14, so that the digital business management platform 14 records these data.
  • the computing platform 12 can also accurately calculate the customer's behavior instructions based on the real-time location, customer status, customer behavior, and customer business demand information perceived by the interactive system 11, and then feed the instructions back to the interactive terminal, so that the interactive terminal accurately presents the business scene according to the instructions.
  • the content presented by the interactive terminal in the interactive system 11 includes scene space, scene service handling process information, service transaction volume information, current queue status, and environmental conditions.
  • the computing platform 12 is also used to calculate and determine the customer category to which the current customer belongs, that is, whether the current customer is an existing customer or a visiting customer, based on the relevant information of the customer collected by the sensing device in the interactive system 11.
  • the computing platform 12 is also used to calculate and determine the current customer's gender, personality, age, asset status, consumption habits, environmental information, etc. based on the relevant information of the customer collected by the sensing device in the interactive system 11.
  • the calculation result generates a virtual identity for the current customer, allowing the customer to log in to Metaverse Bank with the virtual identity to handle the required business.
  • the computing platform 12 is also used to calculate the IoT state data of the business scenarios provided to the customers. After that, the digital business service system 10 can provide personalized services to the customers based on the IoT state data.
  • the IoT state data may include: festivals, solar terms, weather and other features.
  • the storage module 13 is used to store data perceived and processed by the interactive system 11, model data of business scenarios provided by the digital business management platform 14, data generated by the interactive system 11 in response to customer behavior, etc.
  • the storage module 13 is also used to store data determined after analysis and calculation by the computing platform 12.
  • the computing platform 12 calculates and determines the gender, personality, age, asset status, consumption habits, and environmental information of the current customer based on the relevant information of the customer collected by the sensing device in the interactive system 11, or the IoT status data of the business scenario provided to the customer calculated by the computing platform 12.
  • the digital business management platform 14 is used to manage multimedia content and data of digital business scenarios, 3D virtual space models and data of digital business scenarios, virtual identity models and data, virtual employee models and data, digital business scenario interaction data, and personalized recommendation service data.
  • the digital business management platform 14 is also used to interact with Metaverse Bank to enable customers to handle Metaverse Bank business.
  • the digital business management platform 14 can be divided into a digital content management unit, a digital twin business scene space management unit, a data management unit, and a personalized service recommendation management unit to implement the management functions of the multimedia material content and data of the above-mentioned digital business scenes, the 3D virtual space model and data of the digital business scenes, the virtual identity model and data, the virtual employee model and data, the digital business scene interaction data, and the personalized recommendation service data.
  • the digital business management platform can perform data transmission with the CRM server based on a communication link.
  • the computing platform 12 and the storage module 13 when the computing platform 12 and the storage module 13 are set locally, in order to alleviate the computing resource occupation pressure of the local device, the computing platform 12 and the storage module 13 can be set in an edge box 15 (shown in a dotted box in the figure) based on edge cloud computing technology.
  • customer perception function can be divided into functions such as customer behavior perception, virtual staff reception, and virtual staff information presentation.
  • Customer behavior perception function The interactive system 11 perceives the customer's behavior through the set perception devices, for example, the customer's approach, departure, gesture operation and other behaviors.
  • Virtual staff reception function the interactive system 11 displays virtual staff on the interactive terminal to welcome and receive customers.
  • Virtual staff information presentation function the interactive system 11 displays the virtual staff information for customers to review.
  • the sensing device of the interactive system 11 senses a customer's contact behavior
  • a virtual staff member appears on the interactive display terminal to welcome and receive the customer.
  • the interactive terminal also displays the information of the virtual staff member for the customer to review.
  • the interactive system 11 can collect customer information through sensing devices.
  • the interactive system 11 may be provided with a camera and a fingerprint collection device to collect the customer's facial feature information, iris feature information, and fingerprint feature information.
  • the function of calculating and storing customer identity can be divided into functions such as customer category identification, calling up existing customer information, guiding customers to open accounts, and presenting customer identity information.
  • the interactive system 11 Based on the customer information collection function, the interactive system 11 sends the customer information to the computing platform 12, and the computing platform 12 determines the current customer's category based on the information. For example, the customer's category includes existing customers and visiting customers. Existing customers are customers who have completed the account opening operation and have a historical visit record, and visiting customers are customers who visit for the first time and have not opened an account. Based on this, the interactive system 11 can determine whether the current customer is an existing customer or a visiting customer.
  • the computing platform 12 accesses the customer information database and calls the information related to the customer.
  • the computing platform 12 can send the called customer information to the interactive system 11, and after screening by the interactive system 11, the customer information that can be made public and has low confidentiality requirements is displayed to the customer on the interactive terminal.
  • the customer information database can be a database in the digital business management platform or a database set on the Metaverse Bank server. When the customer information database is the latter, the digital business management platform obtains the information related to the customer by sending a call request to the Metaverse Bank server.
  • the interactive system 11 guides visiting customers to open an account. It is understandable that in the process of visiting customers to open an account, it is necessary to collect information related to the customer. At this time, the interactive system 11 can acquire, calculate and store the characteristic information of the visiting customer in combination with the computing platform 12. For example, the gender, age and personality information of the customer are analyzed, calculated and stored.
  • the interactive system 11 displays the customer's identity information on the interactive terminal for the customer to review. For example, in combination with the description in 3.2 above, the interactive system 11 can display customer information that can be made public and has low confidentiality requirements to the customer on the interactive terminal. Alternatively, the interactive system 11 presents the customer's corresponding virtual identity in the business scenario based on the interactive terminal to provide the customer with an immersive metaverse business experience.
  • the function of calculating and storing customer identity can assist the digital business service system 10 in collecting and calling customer identity information.
  • business information upload and business scenario push functions can be divided into business information upload, business scenario push and other functions.
  • the digital business management platform 14 pushes the corresponding business service scenario to the interactive terminal of the interactive system 11 according to the customer's needs, and the interactive terminal displays it to the customer.
  • business information upload and business scenario push functions can provide customers with business service scenarios based on customer needs.
  • the interactive behaviors of the virtual staff who provide services to customers are pre-trained through AI technology, and can provide customers with the required services and interact with customers through voice, text, corresponding videos, and animations.
  • each business scenario is the result of the digital business management platform 14 combining the analysis of the customer's behavior and input information by the computing platform 12 to make intelligent decisions to provide customers with services that can meet the customer's personalized business needs.
  • the digital business management platform 14 determines the personalized service business scenario for the customer through intelligent decision-making according to the customer's needs, it can send the relevant information of the business scenario to the interactive terminal of the interactive system 11, so that the interactive terminal presents the business scenario, giving the customer an immersive and personal feeling. At this time, the interactive terminal presents a virtual space dimension. and digital business scenarios in real time dimensions.
  • the digital business interaction system provided by the present disclosure can provide customers with multi-dimensional interactive financial scenarios, bring customers an immersive interactive experience, and enhance the brand promotion efforts when customers contact the business. At the same time, it improves the customer's business handling experience and increases customer stickiness, which is helpful for the promotion and display of Metaverse Bank's business.
  • the digital business interaction system provided by the present disclosure can be implemented as a business service device.
  • the interaction system, computing platform, storage module and digital business management platform in the digital business interaction system described above can be set as modules in the business service device.
  • the execution subject is a business service device.
  • the business service device can be an electronic device (such as a computer terminal, a server), a processor in an electronic device, a control module for business services in an electronic device, or a client for business services in an electronic device.
  • FIG3 is a business service method provided according to an embodiment, the method comprising the following steps:
  • Step 301 The business service device obtains the customer's biometric information.
  • the customer's biometric information may include one or more of the following: fingerprint feature information, voiceprint feature information, iris feature information, face feature information, palm vein feature information, finger vein feature information. It can be understood that, in combination with the functional introduction of the digital business interaction system described above, when the digital business interaction system is implemented as a business service device, the business service device can obtain the customer's biometric information based on the customer perception function and the customer information collection function.
  • the business service device may be equipped with a camera to obtain the customer's iris feature information and facial feature information, and a fingerprint collection device to obtain the customer's fingerprint feature information, and a vein information collection device to obtain the customer's palm vein feature information and finger vein feature information, and a voiceprint collection device to obtain the customer's voiceprint feature information.
  • the business service device can not only store the customer's biometric information in a storage module, but also send the customer's biometric information to the customer management system of the Metaverse Bank head office and the local virtual branch server of the Metaverse Bank to achieve dual backup of the cloud and the edge, which can not only ensure the security of the customer's biometric information, but also use edge computing to achieve low latency.
  • Step 302 The business service device uses the customer's biometric information and the customer's virtual identity information to Authenticate the customer.
  • the virtual identity information of the customer is the relevant information of the virtual identity registered by the customer when the customer first handles the Metaverse Banking business through the business service device.
  • the virtual identity information of the customer may include one or more of the following: the customer's virtual image, virtual name, virtual assets, virtual social relationships, etc.
  • the customer’s virtual identity is the customer’s unique identity mark in Metaverse Bank. The customer can only access Metaverse Bank and conduct business through this virtual identity.
  • the business service device determines the customer's virtual identity based on the customer's biometric information and account data information, and the virtual identity is unique. Specifically, when the business service device determines that the current customer is a first-time customer based on the customer attribution category identification function described above, the business service device collects the customer's biometric information and account data information, and determines the customer's virtual identity based on the customer's biometric information and account data information.
  • the relevant information of the virtual identity of the customer can be stored on the blockchain according to the blockchain technology to ensure the security and uniqueness of the virtual identity of the customer.
  • the customer's biometric information includes iris feature information.
  • the business service device determines that the current customer is a first-time customer, the customer's iris feature information is collected; thereafter, the business service device establishes an iris algorithm model for designing a virtual identity based on the customer's iris feature information and account data information. Furthermore, the business service device migrates the customer's biometric information and account data information to the virtual identity based on the iris algorithm model, and designs a virtual identity that is strongly bound to the customer's biometrics.
  • the virtual identity is based on the customer's biometric information, while the iris feature information ensures the uniqueness of the customer's identity, the customer's virtual identity is also unique.
  • the process of the business service device authenticating the customer based on the customer's biometric information and the customer's virtual identity information specifically includes two verification processes, which are specifically described below:
  • Verification process 1. Verification process on the business service device side.
  • the business service device pre-processes the customer's biometric information, it performs comparative verification in combination with the customer's virtual identity information to determine a first verification result.
  • Verification process Client-side verification process.
  • the business service device will pre-process the customer's biometric information. In combination with the business handled by the customer's needs, a confirmation message is generated and sent to the customer's account opening client. After the customer confirms on the account opening client, the business service device receives the information fed back by the account opening client and determines the second verification result accordingly.
  • the business service device determines that the identity authentication result of the customer is passed.
  • Step 303 When the identity authentication result of the customer is passed, the business service device provides the customer with a target business scenario according to the business handled by the customer.
  • the business service device passes the identity authentication result of the customer, then when the digital business interaction system is implemented as a business service device, the business service device can obtain the business that the customer needs to handle based on the customer perception function and the customer information collection function. Furthermore, the business service device provides the customer with a target business scenario based on the business that the customer needs to handle.
  • the target business scenarios provided by the business service device may include one or more of the following: assisted queuing scenario, business guidance scenario, and self-service processing scenario.
  • assisted queuing scenario may include one or more of the following: business guidance scenario, and self-service processing scenario.
  • the target business scenarios provided by the business service device are specifically introduced below according to different situations:
  • Case 1 The waiting time for the business that the customer needs to handle is greater than the first time threshold.
  • the business service device can provide customers with auxiliary queuing scenes to help customers queue up, and notify customers to handle the business after the queue is completed.
  • auxiliary queuing scenario provided by the business service device for customers can be implemented as shown in Figure 4: for business scenario A where multiple people (that is, more than three people) are queuing, the digital business interaction system queues the virtual identities of these customers according to the order in which the virtual identities of different customers log in (that is, virtual identity 1, virtual identity 2, virtual identity 3 in the figure).
  • the digital business interaction system When the digital business interaction system handles business for virtual identity 1 in order, the digital business interaction system guides virtual identity 1 to business scenario A to handle business, at which time virtual identity 2 and virtual identity 3 are in a queue waiting state; when the business handling of virtual identity 1 is completed, the system sends an invitation to virtual identity 2 and guides virtual identity 2 to business scenario A to handle business, at which time virtual identity 3 is waiting in line.
  • the digital business interaction system can remind the customer that there are too many people in the queue and please handle other business first.
  • Case 2 The customer does not perform any operation or execute the first preset operation within the second time threshold.
  • the first preset operation of the customer is to click or slide on the interactive terminal.
  • the interactive terminal is provided with a request guidance button, or the interactive terminal is provided with a request guidance virtual button in the displayed interactive interface, and the customer clicks the button to request the business service device to guide the business handling.
  • the business service device can provide the customer with a business guidance scenario and guide the customer to handle the business through a virtual staff.
  • the business guidance scenario provided by the business service device to the customer when combined with the digital business interaction system to be implemented as a business service device, as shown in FIG5, can be implemented as follows: there are multiple business scenarios corresponding to the Metaverse Bank business.
  • the digital business interaction system provides the customer with a business guidance scenario, such as a visual guidance interface, which can be set with voice or text reminders to guide the customer's virtual identity to the corresponding business scenario to handle the business.
  • a business guidance scenario such as a visual guidance interface
  • the digital business interaction system may assign virtual staff for different business scenarios, and the virtual staff can provide personalized services to the customer.
  • personalized services include virtual staff with professional skills for the same business scenario, and virtual staff images designed based on the characteristics of the current customer.
  • Case 3 The customer performs the second preset operation.
  • the second preset operation of the customer is to click or slide on the interactive terminal.
  • the interactive terminal is provided with a self-service button, or the interactive terminal is provided with a self-service virtual button in the interactive interface displayed, and the customer clicks the button to indicate that the customer does not need the guidance of the virtual staff and requests to enter the self-service scene.
  • the business service device can provide the customer with a self-service scene, so that the customer can handle the business by himself.
  • the self-service processing scenario provided by the business service device for the customer when combined with the digital business interaction system to be implemented as a business service device, can be implemented as follows in this scenario as shown in FIG6: the digital business interaction system provides the customer with a self-service processing scenario, and does not assign virtual staff to the customer, so that the customer can handle the business by himself.
  • the customer can issue an instruction requiring a virtual staff member through touch interaction or voice, and after receiving the instruction, the digital business interaction system assigns a virtual staff member to the customer for service.
  • this embodiment obtains the customer's biometric information and compares it with the customer's corresponding virtual identity information in the Metaverse to achieve customer identity verification. If the identity verification result is passed, the business can provide customers with a variety of target business scenarios according to the customer's needs. In this way, the customer's identity is securely verified, the safety of the customer's property is guaranteed, and at the same time, a variety of target scenarios that meet the needs of the customer can be provided, which improves the customer's business handling experience, increases customer stickiness, and helps to promote and display the Metaverse Bank's business.
  • FIG7 is another business service method provided according to an embodiment, comprising the following steps:
  • Step 701 The business service device pre-processes the client's biometric information.
  • the business service device pre-processes the client's biometric information, including adding a timestamp to the client's biometric information.
  • Step 702 The business service device compares and verifies the pre-processed biometric information with the customer's virtual identity information to determine a first verification result.
  • the customer's virtual identity is determined based on the customer's biometric information
  • the customer logs in to Metaverse Bank the customer's virtual identity and biometric information should correspond.
  • the business service device compares and verifies the pre-processed biometric information with the customer's virtual identity information, when the first verification result is passed, it means that the customer logs in as himself, and there is no security risk; when the first verification result is failed, it means that the customer does not log in as himself, and there is a security risk.
  • the business service device when the digital business interaction system is implemented as a business service device, the business service device extracts the iris feature information from the pre-processed biometric information; thereafter, the business service device extracts the iris special diagnosis information collected and stored by the customer for determining the virtual identity from the storage module based on the function of calculating and storing the customer's identity, and compares the stored iris feature information with the iris feature information extracted from the pre-processed biometric information. If the comparison results of the two pieces of information are consistent, the first verification result is determined to be passed.
  • Step 703 The business service device generates a confirmation message based on the pre-processed biometric information and the business that the customer needs to handle, and sends it to the customer's account opening mobile terminal.
  • the information to be confirmed includes the device identification of the collection device of the business service device, as well as the customer's biometric information, account information, and timestamp information.
  • the confirmation message generated by the business service device may be in the form of a QR code.
  • the customer determines that the operation is his/her own, and scans the QR code on the account opening client and confirms the verification, the customer's account opening client will feedback the second verification result indicating that the customer-side verification has passed to the business service device.
  • the account opening client will feedback the second verification result indicating that the verification has failed to pass to the business service device.
  • Step 704 The business service device receives the second verification result fed back by the customer's account opening mobile terminal.
  • the second verification result received by the business service device from the customer's account opening mobile terminal includes two results: verification passed and verification failed.
  • Step 705 When both the first verification result and the second verification result are passed, the business service device determines that the result of the identity authentication of the customer is passed.
  • this embodiment implements dual authentication, preventing a fake virtual identity from being generated after the customer's information is stolen to log in to the customer's account, thereby avoiding property losses to the customer.
  • this embodiment realizes dual authentication on the digital business interaction system side and the customer account opening mobile terminal side based on the customer's biometric information and virtual identity information, further ensuring the reliability of customer identity authentication and improving the security during business processing.
  • FIG8 is another business service method provided according to an embodiment, comprising the following steps:
  • Step 801 The business service device obtains the customer's physical identity information.
  • the customer's physical identity information includes the customer's biometric information and account data information.
  • the customer's account data information includes one or more of the following: customer name, customer identity ID, account opening timestamp, account password, and customer attribute information.
  • the customer group attribute information may be characteristic information of the customer group.
  • the customer group attribute information may include the customer's age group, gender, occupational attributes, etc., which is not limited in the embodiments of the present disclosure.
  • the business service device obtains the customer's biometric information, it simultaneously obtains the customer's account data information.
  • Step 802 The business service device determines a biometric algorithm model of the customer's virtual identity based on the customer's physical identity information.
  • biometric algorithm model depends on which biometric feature of the customer is specifically included in the customer's biometric information. For example, if the customer's biometric information includes iris feature information, the biometric algorithm model is an iris algorithm model; if the customer's biometric information includes fingerprint feature information, the biometric algorithm model is a fingerprint algorithm model. Similarly, when the customer's biometric information includes multiple biometric features of the customer, the biometric algorithm model is a composite algorithm model.
  • the customer's biometric information includes iris feature information.
  • the service device determines that the current customer is a first-time visitor, the customer's iris feature information is collected. Feature information; after that, the business service device establishes an iris algorithm model for designing a virtual identity based on the customer's iris feature information and account data information.
  • Step 803 The business service device determines the customer's virtual identity based on the biometric algorithm model of the customer's virtual identity.
  • the business service device migrates the customer's biometric information and account data information to the virtual identity based on the iris algorithm model, and designs a virtual identity that is strongly bound to the customer's biometrics.
  • the business service device can combine blockchain technology to determine the biometric algorithm model of the customer's virtual identity, and then determine the customer's unique virtual identity through the model.
  • the following is a specific example of the customer's biometric information including iris feature information to illustrate the above steps 802-803:
  • the business service device extracts features of the customer's biometric information, customer name, customer ID and customer group attribute information based on a biometric image enhancement algorithm to determine at least one feature vector.
  • the biometric image enhancement algorithm is a prior art in the art. Further, extracting the feature information according to the biometric image enhancement algorithm to obtain the feature vector is a mature technical means in the art, and the embodiments of the present disclosure will not be described in detail here.
  • the business service device determines a biometric algorithm model of the client's virtual identity based on at least one feature vector.
  • biometric algorithm model is also constructed based on the biometric image enhancement algorithm.
  • the business service device stamps the account opening timestamp on the customer's biometric information, customer name, customer identity ID, customer group attribute information and the biometric algorithm model of the customer's virtual identity to determine the block data.
  • the block data determined by the business service device in some embodiments, the business service device sends the above block data to the blockchain node based on blockchain technology, so as to utilize the tamper-proof characteristics of blockchain technology to ensure the security and uniqueness of the block data.
  • the business service device determines the client's virtual identity based on the block data.
  • the business service device when determining the virtual identity of a customer based on the block data, may also combine external environmental conditions. For example, the appearance, clothing, etc. of the virtual identity may be designed based on different seasons, festivals, or solar terms in a year, thereby generating the virtual identity of the customer in the Metaverse Bank.
  • the virtual identity of the customer determined in the embodiment of the present disclosure is the customer's virtual identity in the Metaverse.
  • all customers’ virtual identities are independent individuals, and different virtual identities correspond to different customers’ accounts in the Metaverse Bank.
  • the same virtual identity can have multiple Metaverse Bank accounts.
  • Step 804 The business service device stores the customer's virtual identity information in the Metaverse Bank server or CRM system server.
  • the business service device may send the customer's virtual identity information to the Metaverse bank server or the CRM system server through data interaction, so that the Metaverse bank server or the CRM system server stores the customer's virtual identity information.
  • this embodiment uses an algorithm model to generate a one-to-one strongly bound virtual identity for the customer based on the customer's physical identity information, thereby preventing malicious attackers or fake accounts from impersonating the customer's virtual identity, greatly improving the security and reliability of the customer's virtual identity, and at the same time providing a guarantee for the smooth implementation of the customer's identity authentication process in subsequent business processing.
  • FIG. 9 is another business service method provided according to an embodiment, comprising the following steps:
  • Step 901 The business service device detects customer behavior.
  • the business service device can detect the customer's behavior based on the customer perception function.
  • Step 902 When the business service device detects that the customer behavior is a contact behavior, the virtual staff provides a welcoming service to the customer.
  • the welcoming service includes proactive welcoming reception, providing business guidance and consulting services to customers.
  • touch behavior indicates that the customer has interacted with the business service device and needs to handle relevant Metaverse Banking services.
  • the virtual staff is a virtual image displayed on the interactive terminal by the business service device through the interactive system set up when the digital business interaction system is implemented as a business service device, and is used to welcome and receive customers.
  • the business service device also displays the information of the virtual staff on the interactive terminal set up for customers to check and learn the types of business that the virtual staff can provide.
  • Step 903 The business service device determines the business that the customer needs to handle in response to the customer's third preset operation.
  • the third preset operation of the customer is to click or slide on the interactive terminal.
  • a virtual button for business options is provided in the interactive interface displayed, and when the customer clicks the button, it indicates that he requests the business service device to guide the handling of the corresponding type of business.
  • this embodiment can detect the customer's behavior, assign virtual staff to the customer, and determine the business that the customer needs to handle based on the customer's operation, so as to facilitate the subsequent business processing process.
  • FIG. 10 Exemplarily, in conjunction with FIG. 10 , FIG. 11 and FIG. 12 , another business service method provided in some embodiments is described in conjunction with an actual usage scenario of a customer, including the following steps:
  • Step 1001 The interactive system displays the scene space of the metaverse.
  • Step 1002 The interactive system senses customer contact and assigns virtual staff to provide welcoming services to the customer.
  • the customer arrives in front of the digital business service system.
  • the sensing device in the interactive system senses the customer behavior based on the sensing customer function. After sensing the customer's arrival, the interactive system displays a virtual staff member on the display terminal to provide a welcoming service for the customer.
  • the process of the interactive system sensing the customer's behavior can be found in the functional description of the digital business service system above, which will not be repeated here.
  • Step 1003 The interactive system collects customer information.
  • the sensing device in the interactive system collects customer information based on the function of collecting customer information, and the customer information includes the biometric information of the customer described above. For example, the sensing device collects the iris feature information of the customer.
  • the process of the interactive system collecting customer information can be found in the functional description of the digital business service system above, which will not be repeated here.
  • Step 1004 The computing platform determines customer attribution based on the collected customer information.
  • the computing platform determines whether the customer's attribution category is an existing customer or a visiting customer based on the customer attribution category recognition function and the customer's iris feature information.
  • the process of the computing platform determining the customer's attribution is described in the above functional description of the digital business service system, which will not be repeated here.
  • step 1005 is executed
  • the computing platform determines that the client is a visiting client, the subsequent step 1007 is executed.
  • Step 1005 The computing platform calls customer information.
  • the computing platform calls the customer information stored in the database based on the calling stock customer information function.
  • the specific process of the computing platform calling customer information is described in the above functional description of the digital business service system, which will not be repeated here.
  • Step 1006 The digital business management platform authenticates the customer.
  • the digital business management platform compares and verifies the customer information received from the interactive system with the customer information called from the database.
  • the digital business management platform can also send a confirmation message to the customer's account opening mobile terminal in the form of a QR code, so that the customer can determine whether the current login to the Metaverse is for him or her. If both verification results are passed, the digital business management platform determines that the identity authentication is passed.
  • the QR code information sent by the digital business service system to the customer's account opening mobile terminal includes the ID of the card swiping terminal.
  • Step 1007 The interactive system guides the customer to open an account.
  • the interactive system guides the visiting customer to open an account based on the account opening function.
  • the process of the interactive system guiding the customer to open an account is described in the above functional description of the digital business service system, which will not be repeated here.
  • Step 1008 The interactive system displays customer information and scene information.
  • the digital business management platform instructs the interactive system to display the customer information and the business scenarios provided by the digital business service system on the display terminal of the interactive system.
  • the digital business management platform can also instruct the display terminal of the interactive system to display the virtual identity of the customer in the business scene.
  • the customer logs into the business system, he logs into the business scene of the metaverse space with the image of the virtual identity.
  • Step 1009 The interactive system determines the business that the customer needs to handle.
  • the interactive system determines the business that the customer needs to handle based on the customer needs analysis function.
  • the process of the interactive system specifically determining the business that the customer needs to handle is described in the above functional description of the digital business service system, which will not be repeated here.
  • Step 1010 The digital business management platform pushes business scenarios to customers.
  • the digital business management platform pushes business scenarios to customers based on the business scenario push function, and customers can click on the corresponding area in the business scenario to enter the corresponding business handling scenario.
  • the process of the digital business management platform pushing business scenarios to customers based on the business handled by the customer's needs is described in the above functional description of the digital business service system, which will not be repeated here.
  • Step 1011 The digital business management platform provides personalized services to customers.
  • the personalized service provided by the digital business management platform to the customer includes providing the customer with different target business scenarios, as shown in step 303 above.
  • the personalized services provided by the digital business management platform to customers may also include assigning different virtual staff images to customers.
  • the virtual staff in the target business scenario receives customers and provides business support and services. And the way the virtual staff in the target business scenario interacts with customers is pre-trained by artificial intelligence technology, and the voice and corresponding animation are generated by text drive. In detail, it is through automatically obtaining and parsing the information input by the customer, deciding the subsequent output text of the virtual staff according to the calculation results, and driving the virtual staff to generate corresponding voice and actions to realize the interactive interaction between digital employees and customers.
  • the virtual staff image in the disclosed embodiments can be an exclusive digital employee designed for the customer by the digital business management platform based on customer attributes and combined with a biometric algorithm model.
  • the appearance characteristics of the exclusive digital employee change based on environmental conditions and customer attribute characteristics, which can meet the customer's service needs and improve the customer's business experience.
  • Step 1012 The digital business management platform provides personalized services to customers.
  • the personalized service provided by the digital business management platform to the customer in step 1011 is presented to the customer based on the interactive system.
  • the interactive system presents the personalized service based on the personalized service presentation function. Please refer to the functional description of the digital business service system above, which will not be repeated here.
  • steps 1001-1012 specifically describe the process of a customer handling Metaverse banking business according to the digital business service system provided by the embodiment of the present disclosure.
  • the process described in steps 1001-1012 is only a possible example of the business service method provided by the present disclosure, and does not mean that the business service method provided by the present disclosure can only be implemented by relying on the process of steps 1001-1012.
  • FIG. 6 Exemplarily, in conjunction with FIG. 6 , another business service method provided in some embodiments is described in conjunction with an actual usage scenario of a customer:
  • the customer performs selective operations on the display window of the interactive system according to his or her own business needs.
  • Metaverse Bank the specific business requirements that customers prepare to handle in Metaverse Bank and the specific business content they expect, including the specific business classifications and divisions in Metaverse Bank.
  • the interaction method in the embodiment of the present disclosure is a human-computer interaction method
  • the display terminal of the interactive system in the embodiment of the present disclosure displays a three-dimensional spatial scene and content.
  • the computing platform will adjust the presented content and presentation effect based on the customer's location and the customer's demand instruction calculation interaction system.
  • a customer needs to handle exclusive rights and interests business in the exclusive wealth space of Metaverse Bank, so the interactive system adjusts the number of windows presented, the content presented, and the presentation effect based on the entire business space of Metaverse Bank as a whole.
  • the presentation content and presentation effect also include the effect of the content presentation of the next level when the customer reaches the business scene.
  • the exclusive wealth space of Metaverse Bank can be divided into exclusive rights and interests space, simulated transaction space, wealth management space, etc. according to business classification.
  • the exclusive wealth space also has virtual staff and virtual identities.
  • the display terminal needs to adjust the display content and display effect again based on the customer's interactive instructions, and guide the customer to the salon space to understand the location and content of the salon activity through virtual staff or text and voice instructions.
  • the calculation unit needs to calculate the specific three-dimensional spatial position of the service according to the customer's interaction instruction, and adjust the displayed service window and the display effect of the displayed content.
  • the customer's interaction instruction can be a voice interaction instruction, or a touch interaction instruction, a gesture instruction, etc., which is not specifically limited in this disclosure.
  • the sensing device and the information collection device in the interactive system of the present disclosure can be the same set of devices or two sets of devices.
  • the device can be equipped with a camera, a card reader, and a biometric feature collection terminal such as a fingerprint recognition terminal, a vein recognition terminal, and a voiceprint recognition terminal.
  • the embodiments of the present disclosure may divide the business service device into functional modules or functional units according to the above method examples.
  • each functional module or functional unit may be divided corresponding to each function, or two or more functions may be integrated into one processing module.
  • the above integrated modules may be implemented in the form of hardware or in the form of software functional modules or functional units.
  • the division of modules or units in the embodiments of the present disclosure is schematic, which is only a logical functional division, and there may be other division methods in actual implementation.
  • FIG. 13 it is a schematic diagram of the structure of a business service device 1300 provided according to some embodiments.
  • the device includes: an acquisition unit 1301 , a processing unit 1302 and a sending unit 1303 .
  • the acquisition unit 1301 is configured to acquire the biometric information of the customer.
  • the processing unit 1302 is configured to process the client's biometric information and the client's virtual identity information. Information to authenticate the customer.
  • the processing unit 1302 is further configured to provide the customer with a target business scenario when the result of the identity authentication of the customer is passed and the business is processed according to the customer's needs.
  • the processing unit 1302 is further configured to pre-process the client's biometric information; the pre-processing includes adding a timestamp.
  • the processing unit 1302 is further configured to compare and verify the pre-processed biometric information with the customer's virtual identity information to determine a first verification result.
  • the processing unit 1302 is further configured to generate a confirmation message and send it to the customer's account opening mobile terminal according to the pre-processed biometric information and the business determined by the customer to be handled, and receive a second verification result fed back by the customer's account opening mobile terminal.
  • the processing unit 1302 is further configured to determine that the result of the identity authentication of the customer is passed when both the first verification result and the second verification result are passed.
  • the processing unit 1302 is further configured to provide the customer with an auxiliary queuing scenario if the waiting time for the service that the customer needs to handle is greater than a first time threshold.
  • the processing unit 1302 is further configured to provide a business guidance scenario to the customer if it is detected that the customer has not performed an operation or executed a first preset operation within a second time threshold, wherein the first preset operation is to request guidance from a virtual staff member.
  • the processing unit 1302 is further configured to provide a self-service scenario for the customer if it is detected that the customer performs a second preset operation, wherein the second preset operation is requesting a self-service service.
  • the acquisition unit 1301 is further configured to acquire the physical identity information of the customer, wherein the physical identity information of the customer includes the biometric information of the customer and the account data information of the customer.
  • the processing unit 1302 is further configured to determine a biometric algorithm model of the customer's virtual identity based on the customer's physical identity information.
  • the processing unit 1302 is further configured to determine the customer's virtual identity information based on a biometric algorithm model of the customer's virtual identity.
  • the processing unit 1302 is further configured to store the customer's virtual identity information in the Metaverse bank or CRM system server.
  • the acquisition unit 1301 is further configured to acquire the customer's account data information.
  • the customer's account data information includes one or more of the following: customer name, customer ID, account opening timestamp, account password, and customer group attribute information.
  • the acquisition unit 1301 is further configured to perform special image enhancement on the customer's biometric information, customer name, customer ID, and customer group attribute information based on the biometric image enhancement algorithm. Feature extraction, determining at least one feature vector.
  • the acquisition unit 1301 is further configured to determine a biometric algorithm model of the client's virtual identity based on at least one feature vector.
  • the acquisition unit 1301 is further configured to stamp the account opening timestamp on the customer's biometric information, customer name, customer identity ID, customer group attribute information and the biometric algorithm model of the customer's virtual identity to determine the block data.
  • the acquisition unit 1301 is further configured to determine the virtual identity of the client based on the block data.
  • the sending unit 1303 is configured to send block data to the blockchain node.
  • the processing unit 1302 is further configured to detect customer behavior.
  • the processing unit 1302 is further configured to, when it is detected that the customer behavior is a contact behavior, provide a welcoming service to the customer by the virtual staff, wherein the welcoming service includes providing business consulting needs to the customer.
  • the processing unit 1302 is further configured to determine the business that the customer needs to handle in response to a third preset operation of the customer.
  • the business service device 1300 may further include a storage unit (shown as a dotted box in FIG. 13 ), which stores a program or instruction.
  • the processing unit 1302 executes the program or instruction
  • the business service device 1300 may execute the business service method described in the above method embodiment.
  • FIG14 shows another possible structural diagram of the business service device involved in the above-mentioned embodiment.
  • the business service device 1400 includes: a processor 1402 and a communication interface 1403.
  • the processor 1402 is configured to control and manage the actions of the business service device 1400, for example, to execute the steps executed by the above-mentioned acquisition unit 1301, processing unit 1302, and sending unit 1303, and/or to be configured to execute other processes of the technology described herein.
  • the communication interface 1403 is configured to support communication between the business service device 1400 and other network entities.
  • the business service device 1400 may also include a memory 1401 and a bus 1404, and the memory 1401 is configured to store program codes and data of the business service device 1400.
  • the memory 1401 can be a memory in the business service device 1400, etc.
  • the memory may include a volatile memory, such as a random access memory; the memory may also include a non-volatile memory, such as a read-only memory, a flash memory, a hard disk or a solid-state drive; the memory may also include a combination of the above types of memory.
  • the processor 1402 may be a processor that implements or executes various exemplary embodiments described in conjunction with the present disclosure.
  • the processor may be a central processing unit, a general purpose processor, a digital signal processor, an application specific integrated circuit, a field programmable gate array or other programmable logic device, a transistor logic device, a hardware component or any combination thereof. It may implement or execute various exemplary logic blocks, modules and circuits described in conjunction with the present disclosure.
  • the processor may also be a combination that implements computing functions, such as a combination of one or more microprocessors, a combination of a DSP and a microprocessor, etc.
  • the bus 1404 may be an Extended Industry Standard Architecture (EISA) bus, etc.
  • EISA Extended Industry Standard Architecture
  • the bus 1404 may be divided into an address bus, a data bus, a control bus, etc.
  • FIG14 only uses one thick line, but does not mean that there is only one bus or one type of bus.
  • the business service device 1400 in FIG14 may also be a chip, which includes one or more than two (including two) processors 1402 and a communication interface 1403 .
  • the chip further includes a memory 1401, which may include a read-only memory and a random access memory, and provides operation instructions and data to the processor 1402.
  • a portion of the memory 1401 may also include a non-volatile random access memory (NVRAM).
  • NVRAM non-volatile random access memory
  • the memory 1401 stores the following elements, execution modules or data structures, or a subset thereof, or an extended set thereof.
  • the corresponding operation is performed by calling the operation instruction stored in the memory 1401 (the operation instruction may be stored in the operating system).
  • Some embodiments of the present disclosure provide a computer-readable storage medium (e.g., a non-transitory computer-readable storage medium), in which computer program instructions are stored.
  • a computer e.g., a business service device
  • the computer executes the business service method described in any of the above embodiments.
  • the computer-readable storage medium may include, but is not limited to: a magnetic storage device (e.g., a hard disk, a floppy disk, or a magnetic tape, etc.), an optical disk (e.g., a CD (Compact Disk), a DVD (Digital Versatile Disk), etc.), a smart card, and a flash memory device (e.g., EPROM (Erasable Programmable Read-Only Memory), card, stick or key drive, etc.).
  • the various computer-readable storage media described in this disclosure may represent one or more devices and/or other machine-readable storage media for storing information.
  • the term "machine-readable storage medium" may include, but is not limited to, wireless channels and various other media capable of storing, containing and/or carrying instructions and/or data.
  • Some embodiments of the present disclosure also provide a computer program product, for example, the computer program product is stored on a non-transitory computer-readable storage medium.
  • the computer program product includes computer program instructions, and when the computer program instructions are executed on a computer (for example, a business service device), the computer program instructions cause the computer to execute the business service method described in the above embodiments.
  • Some embodiments of the present disclosure further provide a computer program.
  • the computer program When the computer program is executed on a computer (eg, a business service device), the computer program enables the computer to execute the business service method described in the above embodiments.
  • the disclosed systems, devices and methods can be implemented in other ways.
  • the device embodiments described above are only schematic.
  • the division of the units is only a logical function division. There may be other division methods in actual implementation, such as multiple units or components can be combined or integrated into another system, or some features can be ignored or not executed.
  • Another point is that the mutual coupling or direct coupling or communication connection shown or discussed can be through some interfaces, indirect coupling or communication connection of devices or units, which can be electrical, mechanical or other forms.
  • the units described as separate components may or may not be physically separated, and the components shown as units may or may not be physical units, that is, they may be located in one place or distributed on multiple network units. Some or all of the units may be selected according to actual needs to achieve the purpose of the solution of this embodiment.
  • each functional unit in each embodiment of the present disclosure may be integrated into one processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit.

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Abstract

一种业务服务方法及装置，包括：获取客户的生物特征信息；根据客户的生物特征信息和客户的虚拟身份信息，对客户进行身份认证；在对客户的身份认证结果为通过的情况下，根据客户需求办理的业务，为客户提供目标业务场景。

Description

一种业务服务方法及装置
本申请要求于2022年09月19日提交的、申请号为202211136730.5的中国专利申请的优先权，其全部内容通过引用结合在本公开中。
技术领域
本公开涉及元宇宙业务服务领域，尤其涉及一种业务服务方法及装置。
背景技术
随着经济和技术的高速发展，各产业逐渐向数字化转型。又因新一代消费者对内容消费和虚拟世界更为渴求，元宇宙应运而生。在元宇宙中，消费者可拥有一个虚拟身份，该虚拟身份为现实世界中并不存在的真人。虚拟身份的外貌特征、基本人设、兴趣偏好均由消费者自己设定。
虚拟身份在直播、代言领域应用广泛，大多采用真人驱动的方式进行运营。但是在目前虚拟身份的应用中，虚拟身份与对应的真人的身份信息并未做强绑定处理，存在较大的安全隐患。
发明内容
一方面，提供一种业务服务方法，该方法包括：获取客户的生物特征信息；根据客户的生物特征信息和客户的虚拟身份信息，对客户进行身份认证；在对客户的身份认证结果为通过的情况下，根据客户需求办理的业务，为客户提供目标业务场景。
在一些实施例中，根据客户的生物特征信息和客户的虚拟身份信息，对客户进行身份认证，包括：对客户的生物特征信息进行预处理；预处理包括加盖时间戳；将预处理后的生物特征信息与客户的虚拟身份信息进行对比验证，确定第一验证结果；根据预处理后的生物特征信息和客户确定需求办理的业务，生成待确认消息并向客户的开户移动端发送；接收客户的开户移动端反馈的第二验证结果；在第一验证结果和第二验证结果皆为通过的情况下，确定对客户的身份认证结果为通过。
在一些实施例中，目标业务场景包括以下一项或多项：辅助排队场景、业务指引场景、自助办理场景，上述方法还包括：若客户需求办理的业务的需等待时长大于第一时长阈值，则为客户提供辅助排队场景；若检测到客户在第二时长阈值内未进行操作或执行第一预设操作，则为客户提供业务指引场景；其中，第一预设操作为请求虚拟工作人员的指引；若检测到客户执行 第二预设操作，则为客户提供自助办理场景；其中，第二预设操作为请求自助办理业务。
在一些实施例中，客户的虚拟身份信息存储于元宇宙银行服务器或CRM***服务器中；在根据客户的物理身份信息和客户的虚拟身份信息，对客户进行身份认证之前，上述方法还包括：获取客户的物理身份信息；其中，客户的物理身份信息包括客户的生物特征信息和客户的账户数据信息；根据客户的物理身份信息，确定客户的虚拟身份的生物特征算法模型；根据客户的虚拟身份的生物特征算法模型，确定客户的虚拟身份信息；将客户的虚拟身份信息存储至元宇宙银行或CRM***服务器。
在一些实施例中，客户的生物特征信息包括以下一项或多项：指纹特征信息、声纹特征信息、虹膜特征信息、人脸特征信息、掌静脉特征信息、指静脉特征信息；在确定客户的物理身份信息之前，上述方法还包括：获取客户的账户数据信息；客户的账户数据信息包括以下一项或多项：客户名称、客户身份ID、开户时间戳、账户密码、客群属性信息。
在一些实施例中，客户的虚拟身份的生物特征算法模型根据以下步骤确定：基于生物特征图像增强算法，对客户的生物特征信息、客户名称、客户身份ID和客群属性信息进行特征提取，确定至少一个特征向量；根据至少一个特征向量，确定客户的虚拟身份的生物特征算法模型；对客户的生物特征信息、客户名称、客户身份ID、客群属性信息和客户的虚拟身份的生物特征算法模型，加盖开户时间戳以确定区块数据；根据区块数据，确定客户的虚拟身份。
在一些实施例中，上述方法还包括：向区块链节点发送区块数据。
在一些实施例中，在获取客户的生物特征信息之前，上述方法还包括：检测客户行为；在检测到客户行为是触达行为的情况下，由虚拟工作人员为所述客户提供迎宾服务；迎宾服务包括主动迎宾接待、为客户提供业务指引、咨询服务；响应于客户的第三预设操作，确定客户需求办理的业务。
另一方面，提供一种业务服务装置，包括：获取单元和处理单元；获取单元，被配置为获取客户的生物特征信息；处理单元，被配置为根据客户的生物特征信息和客户的虚拟身份信息，对客户进行身份认证；处理单元，还被配置为在对客户的身份认证结果为通过的情况下，根据客户需求办理的业务，为客户提供目标业务场景。
在一些实施例中，处理单元，还被配置为对客户的生物特征信息进行预处理；预处理包括加盖时间戳；处理单元，还被配置为将预处理后的生物特 征信息与客户的虚拟身份信息进行对比验证，确定第一验证结果；处理单元，还被配置为根据预处理后的生物特征信息和客户确定需求办理的业务，生成待确认消息并向客户的开户移动端发送；接收客户的开户移动端反馈的第二验证结果；处理单元，还被配置为在第一验证结果和第二验证结果皆为通过的情况下，确定对客户的身份认证结果为通过。
在一些实施例中，处理单元，还被配置为若客户需求办理的业务的需等待时长大于第一时长阈值，则为客户提供辅助排队场景；处理单元，还被配置为若检测到客户在第二时长阈值内未进行操作或执行第一预设操作，则为客户提供业务指引场景；其中，第一预设操作为请求虚拟工作人员的指引；处理单元，还被配置为若检测到客户执行第二预设操作，则为客户提供自助办理场景；其中，第二预设操作为请求自助办理业务。
在一些实施例中，获取单元，还被配置为获取客户的物理身份信息；其中，客户的物理身份信息包括客户的生物特征信息和客户的账户数据信息；处理单元，还被配置为根据客户的物理身份信息，确定客户的虚拟身份的生物特征算法模型；处理单元，还被配置为根据客户的虚拟身份的生物特征算法模型，确定客户的虚拟身份信息；处理单元，还被配置为将客户的虚拟身份信息存储至元宇宙银行或CRM***服务器。
在一些实施例中，获取单元，还被配置为获取客户的账户数据信息；客户的账户数据信息包括以下一项或多项：客户名称、客户身份ID、开户时间戳、账户密码、客群属性信息。
在一些实施例中，处理单元，还被配置为基于生物特征图像增强算法，对客户的生物特征信息、客户名称、客户身份ID和客群属性信息进行特征提取，确定至少一个特征向量；处理单元，还被配置为根据至少一个特征向量，确定客户的虚拟身份的生物特征算法模型；处理单元，还被配置为对客户的生物特征信息、客户名称、客户身份ID、客群属性信息和客户的虚拟身份的生物特征算法模型，加盖开户时间戳以确定区块数据；处理单元，还被配置为根据区块数据，确定客户的虚拟身份。
在一些实施例中，业务服务装置还包括：发送单元；发送单元，被配置为向区块链节点发送区块数据。
在一些实施例中，处理单元，还被配置为检测客户行为；处理单元，还被配置为在检测到客户行为是触达行为的情况下，由虚拟工作人员为所述客户提供迎宾服务；所述迎宾服务包括主动迎宾接待、为客户提供业务指导、咨询服务；处理单元，还被配置为响应于客户的第三预设操作，确定客户需 求办理的业务。
再一方面，提供一种计算机可读存储介质。所述计算机可读存储介质存储有计算机程序指令，所述计算机程序指令在计算机(例如，业务服务装置)上运行时，使得所述计算机执行如上述任一实施例所述的业务服务装置方法。
又一方面，提供一种计算机程序产品。所述计算机程序产品包括计算机程序指令，在计算机(例如，业务服务装置)上执行所述计算机程序指令时，所述计算机程序指令使计算机执行如上述任一实施例所述的业务服务装置方法。
又一方面，提供一种计算机程序。当所述计算机程序在计算机(例如，业务服务装置)上执行时，所述计算机程序使计算机执行如上述任一实施例所述的业务服务装置方法。
附图说明
为了更清楚地说明本公开中的技术方案，下面将对本公开一些实施例中所需要使用的附图作简单地介绍，显而易见地，下面描述中的附图仅仅是本公开的一些实施例的附图，对于本领域普通技术人员来讲，还可以根据这些附图获得其他的附图。此外，以下描述中的附图可以视作示意图，并非对本公开实施例所涉及的产品的实际尺寸、方法的实际流程、信号的实际时序等的限制。
图1为根据一些实施例提供的一种业务服务方法的应用场景示意图；
图2为根据一些实施例提供的一种业务服务***的架构示意图；
图3为根据一些实施例提供的一种业务服务方法的流程图；
图4为根据一些实施例提供的一种业务场景的示意图；
图5为根据一些实施例提供的另一种业务场景的示意图；
图6为根据一些实施例提供的另一种业务场景的示意图；
图7为根据一些实施例提供的另一种业务服务方法的流程图；
图8为根据一些实施例提供的另一种业务服务方法的流程图；
图9为根据一些实施例提供的另一种业务服务方法的流程图；
图10为根据一些实施例提供的另一种业务服务方法的流程图；
图11为根据一些实施例提供的一种显示终端的显示画面示意图；
图12为根据一些实施例提供的另一种显示终端的显示画面示意图；
图13为根据一些实施例提供的一种业务服务装置的结构图；
图14为根据一些实施例提供的另一种业务服务装置的结构图。
具体实施方式
下面将结合附图，对本公开一些实施例中的技术方案进行清楚、完整地描述，显然，所描述的实施例仅仅是本公开一部分实施例，而不是全部的实施例。基于本公开所提供的实施例，本领域普通技术人员所获得的所有其他实施例，都属于本公开保护的范围。
除非上下文另有要求，否则，在整个说明书和权利要求书中，术语“包括(comprise)”及其其他形式例如第三人称单数形式“包括(comprises)”和现在分词形式“包括(comprising)”被解释为开放、包含的意思，即为“包含，但不限于”。在说明书的描述中，术语“一个实施例(one embodiment)”、“一些实施例(some embodiments)”、“示例性实施例(exemplary embodiments)”、“示例(example)”、“特定示例(specific example)”或“一些示例(some examples)”等旨在表明与该实施例或示例相关的特定特征、结构、材料或特性包括在本公开的至少一个实施例或示例中。上述术语的示意性表示不一定是指同一实施例或示例。此外，所述的特定特征、结构、材料或特点可以以任何适当方式包括在任何一个或多个实施例或示例中。
以下，术语“第一”、“第二”仅用于描述目的，而不能理解为指示或暗示相对重要性或者隐含指明所指示的技术特征的数量。由此，限定有“第一”、“第二”的特征可以明示或者隐含地包括一个或者更多个该特征。在本公开实施例的描述中，除非另有说明，“多个”的含义是两个或两个以上。
“A、B和C中的至少一个”与“A、B或C中的至少一个”具有相同含义，均包括以下A、B和C的组合：仅A，仅B，仅C，A和B的组合，A和C的组合，B和C的组合，及A、B和C的组合。
“A和/或B”，包括以下三种组合：仅A，仅B，及A和B的组合。
如本文中所使用，根据上下文，术语“如果”任选地被解释为意思是“当……时”或“在……时”或“响应于确定”或“响应于检测到”。类似地，根据上下文，短语“如果确定……”或“如果检测到[所陈述的条件或事件]”任选地被解释为是指“在确定……时”或“响应于确定……”或“在检测到[所陈述的条件或事件]时”或“响应于检测到[所陈述的条件或事件]”。
本文中“适用于”或“被配置为”的使用意味着开放和包容性的语言，其不排除适用于或被配置为执行额外任务或步骤的设备。
另外，“基于”的使用意味着开放和包容性，因为“基于”一个或多个所述条件或值的过程、步骤、计算或其他动作在实践中可以基于额外条件或超出所述的值。
如本文所使用的那样，“约”、“大致”或“近似”包括所阐述的值以 及处于特定值的可接受偏差范围内的平均值，其中所述可接受偏差范围如由本领域普通技术人员考虑到正在讨论的测量以及与特定量的测量相关的误差(即，测量***的局限性)所确定。
如本文所使用的那样，“平行”、“垂直”、“相等”包括所阐述的情况以及与所阐述的情况相近似的情况，该相近似的情况的范围处于可接受偏差范围内，其中所述可接受偏差范围如由本领域普通技术人员考虑到正在讨论的测量以及与特定量的测量相关的误差(即，测量***的局限性)所确定。例如，“平行”包括绝对平行和近似平行，其中近似平行的可接受偏差范围例如可以是5°以内偏差；“垂直”包括绝对垂直和近似垂直，其中近似垂直的可接受偏差范围例如也可以是5°以内偏差。“相等”包括绝对相等和近似相等，其中近似相等的可接受偏差范围内例如可以是相等的两者之间的差值小于或等于其中任一者的5％。
随着经济和技术的高速发展，各产业逐渐向数字化转型。又因新一代消费者对内容消费和虚拟世界更为渴求，元宇宙应运而生。在元宇宙中，消费者可拥有一个虚拟身份，该虚拟身份为现实世界中并不存在的真人。虚拟身份的外貌特征、基本人设、兴趣偏好均由消费者自己设定。
虚拟身份在直播、代言领域应用广泛，大多采用真人驱动的方式进行运营。但是在目前虚拟身份的应用中，虚拟身份与对应的真人的身份信息并未做强绑定处理，存在较大的安全隐患。
例如，具体来说，在数字化产业时代的元宇宙银行中，消费者(下称客户)能够以虚拟身份来办理银行业务或进行交易。但是若只是将客户在现实世界中的物理身份与虚拟环境中的虚拟身份进行简单的映射，不将客户在现实世界中的物理身份与虚拟环境中的虚拟身份做强绑定，容易导致客户的账户被盗用，产生严重的交易安全问题。并且现阶段的元宇宙银行在业务办理过程中，对客户的身份认证流程不够完善，无法妥善保障业务交易的安全性。
鉴于此，本公开提供一种业务服务方法及装置，用以解决现有技术中客户在元宇宙银行进行业务办理或交易时，身份认证不够完善，业务安全性不高的问题。本公开提供的方法还能够针对客户需求办理的业务，提供多种目标场景，满足客户的业务办理需求。
需要指出的是，在本公开提供的业务服务方法中，执行主体是业务服务装置。该业务服务装置可以为服务器，也可以是耦合在服务器的一部分装置，例如服务器中的芯片***。该业务服务装置包括：
处理器，处理器可以是一个通用中央处理器(central processing unit，CPU)， 微处理器，特定应用集成电路(application-specific integrated circuit，ASIC)，或一个或多个用于控制本公开方案程序执行的集成电路。
收发器，收发器可以是使用任何收发器一类的装置，用于与其他设备或通信网络通信，如以太网，无线接入网(radio access network，RAN)，无线局域网(wireless local area networks，WLAN)等。
存储器，存储器可以是只读存储器(read-only memory，ROM)或可存储静态信息和指令的其他类型的静态存储设备，随机存取存储器(random access memory，RAM)或者可存储信息和指令的其他类型的动态存储设备，也可以是电可擦可编程只读存储器(electrically erasable programmable read-only memory，EEPROM)、只读光盘(compact disc read-only memory，CD-ROM)或其他光盘存储、光碟存储(包括压缩光碟、激光碟、光碟、数字通用光碟、蓝光光碟等)、磁盘存储介质或者其他磁存储设备、或者能够用于携带或存储具有指令或数据结构形式的期望的程序代码并能够由计算机存取的任何其他介质，但不限于此。存储器可以是独立存在，通过通信线路与处理器相连接。存储器也可以和处理器集成在一起。
需要指出的是，本公开各实施例之间可以相互借鉴或参考，例如，相同或相似的步骤，方法实施例、***实施例和装置实施例之间，均可以相互参考，不予限制。
下面将结合说明书附图，对本公开实施例的实施方式进行详细描述。
示例性地，如图1所示，图1为根据一些实施例提供的一种业务服务方法的应用场景示意图。在图1的应用场景中，包括数字化业务服务***10、客户20和元宇宙银行服务器30。
其中，数字化业务服务***10，能够基于人机交互为客户20提供元宇宙虚拟业务服务。
客户20在做出相应的操作被数字化业务服务***10检测到后，数字化业务服务***10能够响应于客户20的操作，通过业务服务***10中的交互设备实现与客户20的精准互动。
元宇宙银行服务器30，用于接收业务服务***10发送的通信数据，以实现客户20的元宇宙银行业务办理。
以上对本公开一些实施例提供的一种业务服务方法的应用场景进行了说明。
示例性地，如图2所示，图2为根据一些实施例提供的一种数字化业务服务***的架构示意图。在图2中，数字化业务服务***10包括：交互*** 11、计算平台12、存储模块13和数字化业务管理平台14。
其中，交互***11，用于为客户20实现与元宇宙的交互。
在一些实施例中，交互***11通过设置交互终端来向客户20呈现业务场景。例如，交互终端可以是显示终端、VR终端或AR终端等设备。
在一些实施例中，交互***11内置交互规则，以使得交互***11能够根据客户20的操作来实现人机交互。
在一些实施例中，交互***11设置感知设备或其它具备检测功能的传感器设备，来采集客户的相关信息，以及检测客户的状态及行为信息。举例来说，感知设备用于感知客户的位置、状态及行为信息，感知设备包基于不同的应用细分场景可以选用摄像头、体感、触控、雷达、声纹识别等类型感知设备。
在一些实施例中，在交互***11设置有感知设备的情况下，感知设备感知到的客户信息存储到存储模块13，并同时发送到数字化业务管理平台14，以供数字化业务管理平台14根据客户的信息确定该客户的身份信息，数字化业务管理平台14也可以再进一步发送给元宇宙银行服务器或客户关系管理(Customer Relationship Management，CRM)***进行客户身份识别以确定该客户的身份信息。
计算平台12，用于对交互***11获取的客户20的状态信息和行为信息进行计算，从而保障后续数字化业务管理平台14提供的业务场景及虚拟工作人员的互动是精准度的。此外，计算平台12还用于计算业务场景的物联网状态，并将物联网状态的相关数据上传至数字化业务管理平台14，以使得数字化业务管理平台14记录下这些数据。
在一些实施例中，计算平台12还能够基于交互***11感知到的实时位置、客户的状态、客户的行为、客户的业务需求信息，来精准计算客户的行为指令，再将指令反馈至交互终端，使得交互终端根据指令精准呈现业务场景。示例性地，交互***11中交互终端呈现的内容包含场景空间、场景服务办理过程信息，服务交易量信息、当前队列情况，环境状况。
在一些实施例中，计算平台12还用于对进入业务空间(例如元宇宙银行)的客户，基于交互***11中的感知设备采集到的客户的相关信息，来计算确定当前客户所归属的客户类别，即当前客户是存量客户还是访问客户。
在一些实施例中，计算平台12还用于基于交互***11中的感知设备采集到的客户的相关信息，来计算确定当前客户的性别、性格、年龄、资产状况、消费习惯、环境信息等。在此之后，数字化业务服务***10根据前述计 算结果为当前客户生成虚拟身份，使得客户以虚拟身份能够登陆元宇宙银行办理所需业务。
在一些实施例中，计算平台12还用于计算为客户提供的业务场景的物联网状态数据。在此之后，数字化业务服务***10能够基于该物联网状态数据为客户提供个性化服务。示例性地，物联网状态数据可以包括：节日、节气、天气等特征。
存储模块13，用于存储交互***11感知到并经过处理的数据、数字化业务管理平台14提供的业务场景的模型数据、交互***11响应于客户行为生成的数据等。
在一些实施例中，存储模块13还用于存储计算平台12分析计算后确定的数据。例如，计算平台12根据交互***11中的感知设备采集到的客户的相关信息，来计算确定出当前客户的性别、性格、年龄、资产状况、消费***台12计算出的为客户提供的业务场景的物联网状态数据。
数字化业务管理平台14，用于管理数字化业务场景的多媒体素材内容及数据、数字化业务场景3D虚拟空间模型及数据、虚拟身份模型及数据、虚拟员工模型及数据、数字化业务场景交互数据、个性化推荐服务数据。并且，数字化业务管理平台14还用于与元宇宙银行进行数据交互，以实现客户的元宇宙银行业务办理。
在一些实施例中，数字化业务管理平台14可分设数字化内容管理单元、数字孪生业务场景空间管理单元、数据管理单元、个人化服务推荐管理单元，来实现上述数字化业务场景的多媒体素材内容及数据、数字化业务场景3D虚拟空间模型及数据、虚拟身份模型及数据、虚拟员工模型及数据、数字化业务场景交互数据、个性化推荐服务数据的管理功能。
在一些实施例中，数字化业务管理平台可以根据通信链路与CRM服务器进行数据传输。
在一些实施例中，当计算平台12和存储模块13设置于本地时，为了缓解本地设备的计算资源占用压力，计算平台12和存储模块13可基于边缘云计算技术，设置于边缘盒子15(图中用虚线框示出)中。
以上对本公开提供的一种数字化业务服务***10包括的交互***11、计算平台12、存储模块13和数字化业务管理平台14的功能进行了介绍。
下面针对数字化业务服务***10基于交互规则能够实现的功能进行示例性地说明：
1、感知客户功能
需要说明，该感知客户功能可分为感知客户行为、虚拟工作人员接待、虚拟工作人员信息呈现等功能。
1.1、感知客户行为功能：交互***11通过设置的感知设备来感知客户的行为。例如，感知客户的触达、离开、手势操作等行为。
1.2、虚拟工作人员接待功能：交互***11在交互终端显示虚拟工作人员来对客户进行迎宾及接待。
1.3、虚拟工作人员信息呈现功能：交互***11显示虚拟工作人员的信息以供客户查阅。
举例来说，当交互***11的感知设备感知到客户触达行为时，虚拟工作人员呈现在交互显示终端进行迎宾及接待，同时交互终端还会显示虚拟工作人员的信息以供客户查阅。
2、采集客户信息功能
可以理解的是，交互***11可通过感知设备，来对客户的信息进行采集。
举例来说，交互***11可设置摄像头和指纹采集装置，来采集客户的人脸特征信息、虹膜特征信息和指纹特征信息。
3、计算并存储客户身份功能
需要说明，该计算并存储客户身份功能可分为客户归属类别识别、调用存量客户信息、指引访问客户开户、呈现客户身份信息等功能。
3.1、客户归属类别识别功能：交互***11基于采集客户信息功能，将客户信息发送至计算平台12，计算平台12据此判断当前客户的归属类别。例如，客户的归属类别包括存量客户和访问客户，存量客户即为已完成开户操作并有过历史访问记录的客户，访问客户即为初次访问且未开立账户的客户。基于此，交互***11能够判断当前客户是存量客户还是访问客户。
3.2、调用存量客户信息功能：计算平台12访问客户信息数据库，调用与客户相关的信息。在一些实施例中，计算平台12可将调用的客户信息发送至交互***11，由交互***11进行筛选后，将可公开、保密要求较低的客户信息在交互终端上显示给客户。在一些实施例中，客户信息数据库可以是数字化业务管理平台中的数据库，也可以是设置于元宇宙银行服务器的数据库。当客户信息数据库为后者时，数字化业务管理平台通过向元宇宙银行服务器发送调用请求的方式，来获取到与客户相关的信息。
3.3、指引访问客户开户功能：交互***11指引访问客户进行开户操作。可以理解的是，在访问客户进行开户操作的过程中，需要采集与客户相关的 信息，此时交互***11能够结合计算平台12对访问客户进行特征信息的获取、计算及存储。例如，对客户的性别、年龄、性格信息进行分析计算并存储。
3.4、呈现客户身份信息功能：交互***11将客户的身份信息显示在交互终端上，以供客户进行查阅。例如，结合前述3.2中的说明，交互***11能够将可公开、保密要求较低的客户信息在交互终端上显示给客户。或者，交互***11基于交互终端，在业务场景中为客户呈现其对应的虚拟身份，以给客户带来身临其境的元宇宙业务体验。
可以理解的是，计算并存储客户身份功能，能够协助数字化业务服务***10采集和调用客户的身份信息。
4、业务信息上传及业务场景推送功能
需要说明，该业务信息上传及业务场景推送功能可分为业务信息上传、业务场景推送等功能。
4.1、客户需求分析功能：客户通过交互***11进行相应操作后，交互***11响应客户的操作向计算平台12发送用于体现客户需求的信息，计算平台12能够据此对客户的需求进行分析和计算，并将分析和计算结果向数字化业务管理平台14发送。
4.2、业务场景推送功能：数字化业务管理平台14根据客户的需求，将相应的业务服务场景推送至交互***11的交互终端，由交互终端显示给客户。
可以理解的是，该业务信息上传及业务场景推送功能，能够基于客户的需求为客户提供业务服务场景。
5、个性化服务提供功能
可以理解，不同的客户具备不同的业务需求。本公开中，数字化业务管理平台14为客户提供的具体业务场景中，为客户提供服务的虚拟工作人员的交互行为时预先通过AI技术训练得到的，能够通过语音、文字和相应视频、动画为客户提供需求的服务，以及与客户进行交互。而每个业务场景是数字化业务管理平台14结合计算平台12对客户的行为和输入的信息的分析结果，来做出智能决策，以向客户提供的，能够满足客户的个性化业务需求。
6、个性化服务呈现功能
可以理解，数字化业务管理平台14在根据客户的需求，经过智能决策确定出为客户提供的个性化服务业务场景后，可以将该业务场景的相关信息发送至交互***11的交互终端，以使得交互终端呈现该业务场景，给客户以沉浸式、身临其境的感觉。此时的交互终端呈现的是一个在虚拟的空间维度上 和真实的时间维度上的数字化业务场景。
以上对本公开所提供的数字化业务服务***10所能实现的功能做出了具体说明。
本公开提供的数字化业务交互***，能够为客户提供多维度交互的金融场景，给客户带来沉浸式的互动体验，提高客户接触业务时的品牌宣传力度，同时提高了客户的业务办理体验、增加了客户的黏性，有助于元宇宙银行业务的宣传及展示。
需要说明的是，本公开提供的数字化业务交互***可以实现为业务服务装置。在此情况下，上所述数字化业务交互***中的交互***、计算平台、存储模块和数字化业务管理平台可以设置为业务服务装置中的模块。
需要指出的是，在本公开提供的业务服务方法中，执行主体是业务服务装置。该业务服务装置可以是一种电子设备(例如电脑终端、服务器)，还可以是电子设备中的处理器，还可以是电子设备中用于业务服务的控制模块，还可以是电子设备中用于业务服务的客户端。
下面对本实施例提供的业务服务方法的流程进行说明。
示例性地，如图3所示，图3为根据实施例提供的一种业务服务方法，该方法包括以下步骤：
步骤301、业务服务装置获取客户的生物特征信息。
其中，客户的生物特征信息可以包括以下一项或多项：指纹特征信息、声纹特征信息、虹膜特征信息、人脸特征信息、掌静脉特征信息、指静脉特征信息。可以理解的是，结合上文所述的数字化业务交互***的功能介绍，在数字化业务交互***实现为业务服务装置的情况下，业务服务装置可基于感知客户功能和采集客户信息功能，来获取客户的生物特征信息。
在一种可能的实现方式中，业务服务装置可设置摄像头来获取客户的虹膜特征信息和人脸特征信息，以及设置指纹采集设备来获取客户的指纹特征信息，以及设置静脉信息采集设备来获取客户的掌静脉特征信息和指静脉特征信息，以及设置声纹采集设备来获取客户的声纹特征信息。
在一种可能的实现方式中，业务服务装置在获取到客户的生物特征信息后，除了将该客户的生物特征信息存入存储模块外，还可将客户的生物特征信息发送至元宇宙银行总行的客户管理***、及元宇宙银行的本地虚拟网点服务器内，以实现云端与边缘的双备份，既可以保证客户的生物特征信息的安全，同时还可利用边缘计算实现低时延。
步骤302、业务服务装置根据客户的生物特征信息和客户的虚拟身份信息， 对客户进行身份认证。
其中，客户的虚拟身份信息为客户初次通过业务服务装置办理元宇宙银行业务时注册的虚拟身份的相关信息。示例性地，客户的虚拟身份信息可以包括以下一项或多项：客户的虚拟形象、虚拟名称、虚拟资产、虚拟社交关系等。
需要说明的是，客户的虚拟身份是客户在元宇宙银行中唯一的身份标志，客户只有通过该虚拟身份才能访问元宇宙银行并办理业务。
在一种可能的实现方式中，本公开实施例中在客户初次访问元宇宙银行时，业务服务装置基于该客户的生物特征信息和账号数据信息来确定客户的虚拟身份，并且该虚拟身份具备唯一性。具体来说，当业务服务装置基于前文所述的客户归属类别识别功能，确定出当前客户是初次访问的客户时，业务服务装置采集客户的生物特征信息和账号数据信息，并根据客户的生物特征信息和账号数据信息确定该客户的虚拟身份。
在一种可能的实现方式中，本公开实施例中，在确定出客户的虚拟身份后，可根据区块链技术将客户的虚拟身份的相关信息存储在区块链上，以保障客户的虚拟身份的安全性和唯一性。
示例性地，以客户的生物特征信息包括虹膜特征信息为例。当业务服务装置确定出当前客户是初次访问的客户时，采集客户的虹膜特征信息；在此之后，业务服务装置基于客户的虹膜特征信息和账号数据信息，建立用于设计虚拟身份的虹膜算法模型。进而，业务服务装置根据虹膜算法模型，将客户的生物特征信息和账号数据信息迁移到虚拟身份上，设计出与该客户的生物特征强绑定的虚拟身份。
可以理解的是，由于虚拟身份是建立在客户的生物特征信息基础之上的，在虹膜特征信息确保了客户身份的唯一性的同时，客户的虚拟身份也具有唯一性。
在一种可能的实现方式中，业务服务装置根据客户的生物特征信息和客户的虚拟身份信息，对客户进行身份认证的流程具体包括两个验证流程，下面进行具体说明：
验证流程一、业务服务装置侧验证流程。
在本验证流程中，业务服务装置对客户的生物特征信息进行预处理后，结合该客户的虚拟身份信息进行对比验证，确定第一验证结果。
验证流程二、客户侧验证流程。
在本验证流程中，业务服务装置将经过预处理后的客户的生物特征信息， 结合客户需求办理的业务，生成待确认消息发送至客户的开户客户端。在客户于开户客户端上确认后，业务服务装置接收开户客户端反馈的信息，并据此确定第二验证结果。
进一步地，在第一验证结果和第二验证结果皆为通过的情况下，业务服务装置确定对该客户的身份认证结果为通过。
需要说明的是，业务服务装置具体根据客户的生物特征信息和客户的虚拟身份信息，对客户进行身份认证的流程参见下述步骤701-705，此处不再赘述。
步骤303、业务服务装置在对客户的身份认证结果为通过的情况下，根据客户需求办理的业务为客户提供目标业务场景。
在一种可能的实现方式中，若业务服务装置对客户的身份认证结果为通过，则在数字化业务交互***实现为业务服务装置的情况下，业务服务装置可基于感知客户功能和采集客户信息功能，来获取客户需求办理的业务。进一步的，业务服务装置根据客户需求办理的业务为客户提供目标业务场景。
示例性地，业务服务装置提供的目标业务场景可以包括以下一项或多项：辅助排队场景、业务指引场景、自助办理场景。下面分情况对业务服务装置提供的目标业务场景进行具体介绍：
情况一、客户需求办理的业务的需等待时长大于第一时长阈值。
此时，说明客户需求办理的业务为热门业务，在前办理的人数较多，需要等待较长时间。进而，业务服务装置可以为客户提供辅助排队场景，帮助客户进行排队，在排队完成后通知客户进行业务办理。
可以理解的是，业务服务装置为客户提供的辅助排队场景，结合数字化业务交互***实现为业务服务装置的情况下，如图4所示，该场景下可实现为：对于多人(也即三人以上)排队的业务场景A，数字化业务交互***根据不同客户的虚拟身份登录的顺序，为这些客户的虚拟身份进行排队(也即图中的虚拟身份1、虚拟身份2、虚拟身份3)。当数字化业务交互***按次序为虚拟身份1办理业务时，数字化业务交互***引导虚拟身份1到业务场景A办理业务，此时虚拟身份2和虚拟身份3处于排队等候状态；当虚拟身份1业务办理结束时，***为虚拟身份2发出邀请并引导虚拟身份2至业务场景A办理业务，此时虚拟身份3排队等候。在一种可能的实现方式中，若客户之前排队的虚拟身份过多，数字化业务交互***可以提醒客户排队人数过多，请先办理其它业务。
情况二、客户在第二时长阈值内未进行操作或执行第一预设操作。
在一种可能的实现方式中，客户的第一预设操作为在交互终端上进行点击或滑动操作。相应的，交互终端设置有请求指导按钮，或者交互终端在显示的交互界面中设置有请求指导虚拟按钮，客户点击按钮即表明请求业务服务装置来指导业务办理。
此时，说明客户对于需求办理的业务较为不熟悉，在一定时间内没有做出下一步动作，或者客户直接请求业务服务装置来指导业务办理。进而，业务服务装置可以为客户提供业务指引场景，通过虚拟工作人员来指导客户办理业务。
可以理解的是，业务服务装置为客户提供的业务指引场景，结合数字化业务交互***实现为业务服务装置的情况下，如图5所示，该场景下可实现为：元宇宙银行业务对应的业务场景为多个，当虚拟身份登录元宇宙银行选择办理的业务时，数字化业务交互***为客户提供业务指引场景，例如可视化的引导界面，该引导界面可以设置语音或文字提醒，以指引客户的虚拟身份抵达对应的业务场景办理业务。当客户在办理业务时，数字化业务交互***或针对不同的业务场景来分配虚拟工作人员，虚拟工作人员能够为客户提供个性化的服务。示例性地，个性化服务包括针对同一业务场景的虚拟工作人员具备专业的技能，以及基于当前客户的特征而设计的虚拟工作人员形象。
情况三、客户执行第二预设操作。
在一种可能的实现方式中，客户的第二预设操作为在交互终端上进行点击或滑动操作。相应的，交互终端设置有自助办理按钮，或者交互终端在显示的交互界面中设置有自助办理虚拟按钮，客户点击按钮即表明客户无需虚拟工作人员的指引，请求进入自助办理场景。
此时，说明客户对于需求办理的业务较为熟悉，无需虚拟工作人员的指引，直接选择了自助服务。进而，业务服务装置可以为客户提供自助办理场景，使得客户可以自助办理业务。
可以理解的是，业务服务装置为客户提供的自助办理场景，结合数字化业务交互***实现为业务服务装置的情况下，如图6所示，该场景下可实现为：数字化业务交互***为客户提供自助办理场景，不为客户分配虚拟工作人员，以使得客户自助办理业务。此外，客户可通过触控交互或语音的方式实现，发出需求虚拟工作人员的指令，数字化业务交互***在接收到该指令后，为客户分配虚拟工作人员进行服务。
基于上述技术方案，本实施例通过获取客户的生物特征信息，与客户在元宇宙中对应的虚拟身份信息进行对比，以实现对客户的身份验证，在客户 的身份验证结果为通过的情况下，根据客户需求办理的业务为客户提供多种目标业务场景。由此，实现了对客户身份的安全验证，保障了客户财产的安全性，同时还能够为客户提供满足需求的多种目标场景，提高了客户的业务办理体验、增加了客户的黏性，有助于元宇宙银行业务的宣传及展示。
示例性地，结合图3，如图7所示，图7为根据实施例提供的另一种业务服务方法，包括以下步骤：
步骤701、业务服务装置对客户的生物特征信息进行预处理。
在一种可能的实现方式中，业务服务装置对客户的生物特征信息进行预处理包括对客户的生物特征信息加盖时间戳。
步骤702、业务服务装置将预处理后的生物特征信息与客户的虚拟身份信息进行对比验证，确定第一验证结果。
可以理解的是，由于客户的虚拟身份是基于客户的生物特征信息确定的，因此在客户本人登陆元宇宙银行的情况下，客户的虚拟身份与生物特征信息应当是对应的。进而，业务服务装置将预处理后的生物特征信息与客户的虚拟身份信息进行对比验证后，当第一验证结果为通过即代表客户为本人登陆，不存在安全风险；当第一验证结果为不通过即代表客户不为本人登陆，存在安全风险。
具体的，以客户的生物特征信息包括虹膜特征信息为例，在数字化业务交互***实现为业务服务装置的情况下，业务服务装置提取预处理后的生物特征信息中的虹膜特征信息；在此之后，业务服务装置基于计算并存储客户身份功能，从存储模块中提取该客户用于确定虚拟身份时采集并存储的虹膜特诊信息，并将该存储的虹膜特征信息与前述从预处理后的生物特征信息中提取的虹膜特征信息进行比对，若这两个信息的比对结果一致，则确定第一验证结果为通过。
步骤703、业务服务装置根据预处理后的生物特征信息和客户确定需求办理的业务，生成待确认消息并向客户的开户移动端发送。
其中，待确认信息包括业务服务装置的采集设备的设备标识，以及客户的生物特征信息、账号信息、时间戳信息。
示例性地，业务服务装置生成的待确认消息可以是二维码的形式。当客户确定是本人操作，并在开户客户端上扫描该二维码并确认验证后，客户的开户客户端会向业务服务装置反馈指示客户侧验证通过的第二验证结果。同理，若不是客户本人在登陆元宇宙银行办理业务，则开户客户端向业务服务装置反馈验证未通过的第二验证结果。
步骤704、业务服务装置接收客户的开户移动端反馈的第二验证结果。
可以理解的是，业务服务装置从客户的开户移动端接收到的第二验证结果，包括验证通过和验证未通过两种结果。
步骤705、业务服务装置在第一验证结果和第二验证结果皆为通过的情况下，确定对客户的身份认证结果为通过。
可以理解的是，第一验证结果和第二验证结果皆为通过，即表明在业务服务装置侧和客户侧都通过了验证，此时业务服务装置才会确定对客户的身份认证结果为通过。从而本实施例实现了双重认证，防止在客户信息被盗用后生成假冒身份的虚拟身份登陆客户账户，避免造成客户财产损失。
基于上述技术方案，本实施例基于客户的生物特征信息和虚拟身份信息，实现数字化业务交互***侧和客户开户移动端侧的双重认证，进一步保证了对客户身份认证的可靠程度，提高了业务办理过程中的安全性。
示例性地，结合图3，如图8所示，图8为根据实施例提供的另一种业务服务方法，包括以下步骤：
步骤801、业务服务装置获取客户的物理身份信息。
其中，客户的物理身份信息包括客户的生物特征信息和账户数据信息。
示例性地，客户的账户数据信息包括以下一项或多项：客户名称、客户身份ID、开户时间戳、账户密码、客群属性信息。
在一些实施例中，客群属性信息可以是客户所述群体的特征信息。示例性地，客群属性信息可以包括客户的年龄段、性别、职业属性等，本公开实施例对此不做限定。
可以理解的是，业务服务装置在获取客户的生物特征信息时，同步获取客户的账号数据信息。
步骤802、业务服务装置根据客户的物理身份信息，确定客户的虚拟身份的生物特征算法模型。
可以理解的是，生物特征算法模型的类型，取决于客户的生物特征信息具体包括客户的哪一种生物特征。示例性地，若客户的生物特征信息包括虹膜特征信息，则生物特征算法模型为虹膜算法模型；若客户的生物特征信息包括指纹特征信息，则生物特征算法模型为指纹算法模型。同理，在客户的生物特征信息包括客户的多种生物特征时，则生物特征算法模型为复合算法模型。
在一种可能的实现方式中，以客户的生物特征信息包括虹膜特征信息为例。当业务服务装置确定出当前客户是初次访问的客户时，采集客户的虹膜 特征信息；在此之后，业务服务装置基于客户的虹膜特征信息和账号数据信息，建立用于设计虚拟身份的虹膜算法模型。
步骤803、业务服务装置根据客户的虚拟身份的生物特征算法模型，确定客户的虚拟身份。
示例性地，结合步骤802中的举例，业务服务装置根据虹膜算法模型，将客户的生物特征信息和账号数据信息迁移到虚拟身份上，设计出与该客户的生物特征强绑定的虚拟身份。
需要说明的是，本公开实施例中，业务服务装置可以结合区块链技术来确定客户的虚拟身份的生物特征算法模型，进而通过该模型确定出客户唯一的虚拟身份。下面结合客户的生物特征信息包括虹膜特征信息的具体示例，对前述步骤802-803进行说明：
1)业务服务装置基于生物特征图像增强算法，对客户的生物特征信息、客户名称、客户身份ID和客群属性信息进行特征提取，确定至少一个特征向量。
其中，生物特征图像增强算法为本领域的现有技术。进而根据生物特征图像增强算法来对特征信息进行特征提取，以获取特征向量为本领域的成熟技术手段，本公开实施例在此不再赘述。
2)业务服务装置根据至少一个特征向量，确定客户的虚拟身份的生物特征算法模型。
需要说明的是，生物特征算法模型同样是基于生物特征图像增强算法来构建的。
3)业务服务装置对客户的生物特征信息、客户名称、客户身份ID、客群属性信息和客户的虚拟身份的生物特征算法模型，加盖开户时间戳以确定区块数据。
其中，业务服务装置确定出的区块数据，在一些实施例中，业务服务装置基于区块链技术，向区块链节点发送上述区块数据，以利用区块链技术的不可篡改特性，保障区块数据的安全性和唯一性。
4)业务服务装置根据区块数据，确定客户的虚拟身份。
在一些实施例中，业务服务装置在根据区块数据，确定客户的虚拟身份时，还可结合外部环境条件。例如，根据一年当中不同的季节、节日、或节气信息，来设计虚拟身份的外貌、衣着等形象，从而生成客户在元宇宙银行中的虚拟身份。
需要说明的是，本公开实施例确定的客户的虚拟身份，是客户在元宇宙 银行中身份唯一性的标志。在元宇宙银行中，所有客户的虚拟身份皆是彼此独立的个体，不同的虚拟身份对应元宇宙银行中不同客户的账户。此外，由于客户可能具备多个元宇宙银行账户，因此同一个虚拟身份可以具有多个元宇宙银行账户。
步骤804、业务服务装置将客户的虚拟身份信息存储至元宇宙银行服务器或CRM***服务器。
示例性的，如前文中对数字化业务管理***的介绍，在数字化业务交互***实现为业务服务装置的情况下，业务服务装置可通过数据交互的方式将客户的虚拟身份信息向元宇宙银行服务器或CRM***服务器发送，使得元宇宙银行服务器或CRM***服务器存储客户的虚拟身份信息。
基于上述技术方案，本实施例基于客户的物理身份信息，采用算法模型为客户生成一对一强绑定的虚拟身份，避免恶意攻击者或假冒账户冒充该客户的虚拟身份，大大提高了客户虚拟身份的安全性和可靠性，同时为后续业务办理过程中对客户进行身份认证流程的顺利进行提供了保障。
示例性地，结合图3，如图9所示，图9为根据实施例提供的另一种业务服务方法，包括以下步骤：
步骤901、业务服务装置检测客户行为。
可以理解的是，在数字化业务交互***实现为业务服务装置的情况下，业务服务装置可基于感知客户功能来检测客户的行为。
步骤902、业务服务装置在检测到客户行为是触达行为的情况下，由虚拟工作人员为客户提供迎宾服务。
其中，迎宾服务包括主动迎宾接待、为客户提供业务指引、咨询服务。
应理解，触达行为即表明客户已与业务服务装置产生交互，需求办理相关元宇宙银行业务。
需要说明的是，虚拟工作人员为在数字化业务交互***实现为业务服务装置的情况下，业务服务装置通过设置的交互***在交互终端显示的、用于对客户进行迎宾及接待的虚拟形象。并且，业务服务装置还在设置的交互终端上显示有虚拟工作人员的信息，以供客户查阅，获知该虚拟工作人员能够提供办理的业务类型。
步骤903、业务服务装置响应于客户的第三预设操作，确定客户需求办理的业务。
在一种可能的实现方式中，客户的第三预设操作为在交互终端上进行点击或滑动操作。相应的，交互终端设置有业务选项按钮，或者交互终端在显 示的交互界面中设置有业务选项虚拟按钮，客户点击按钮即表明请求业务服务装置来指导对应类型的业务的办理。
基于上述技术方案，本实施例能够检测到客户的行为，为客户分配虚拟工作人员，同时根据客户的操作来确定出客户需求办理的业务，以便于后续业务办理流程的进行。
示例性地，结合图10、图11和图12，对一些实施例提供的另一种业务服务方法，结合客户的实际使用场景进行说明，包括以下步骤：
步骤1001、交互***显示元宇宙的场景空间。
此时，没有客户触达，数字化业务服务***处于静默状态。
步骤1002、交互***感知客户触达，分配虚拟工作人员对客户进行迎宾服务。
示例性地，如图11所示，客户抵达数字化业务服务***前。进一步的，如图5所示，交互***中的感知设备基于感知客户功能对客户行为进行感知，在感知到客户触达后，交互***在显示终端上显示虚拟工作人员，为客户提供迎宾服务。交互***对客户行为进行感知的过程参见上文对数字化业务服务***的功能说明，此处不再赘述。
步骤1003、交互***采集客户信息。
可以理解的是，交互***中的感知设备基于采集客户信息功能，来采集客户信息，客户信息即包括前文所描述的客户的生物特征信息。例如，感知设备采集客户的虹膜特征信息。交互***参见客户信息的过程参见上文对数字化业务服务***的功能说明，此处不再赘述。
步骤1004、计算平台基于采集的客户信息，确定客户归属。
示例性地，对应步骤1003中的举例，计算平台基于客户归属类别识别功能，结合客户的虹膜特征信息，判断客户的归属类别是存量客户，还是访问客户。计算平台确定客户归属的过程参见上文对数字化业务服务***的功能说明，此处不再赘述。
若计算平台判断客户是存量客户，则执行后续步骤1005；
若计算平台判断客户是访问客户，则执行后续步骤1007。
步骤1005、计算平台调用客户信息。
示例性地，计算平台基于调用存量客户信息功能，调用数据库中存储的客户信息。计算平台具体调用客户信息的过程参见上文对数字化业务服务***的功能说明，此处不再赘述。
步骤1006、数字化业务管理平台对客户进行身份认证。
在一种可能的实现方式中，数字化业务管理平台根据从交互***接收到的客户信息，与数据库中调用的客户信息进行对比验证。此外，数字化业务管理平台还可以二维码的方式，向客户的开户移动端发送待确认消息，以使得客户来确定本次登录元宇宙是否为本人操作。在两个验证结果都为通过的情况下，数字化业务管理平台确定身份认证通过。
可以理解的是，此处计算平台对客户进行身份认证的过程，可以参见前述步骤302、步骤701-705、以及步骤801-804，此处不再赘述。
需要说明的是，当客户需求办理的业务为元宇宙银行金融业务，并且需要进行***(也即交互***设置有刷卡终端)时，数字化业务服务***向客户的开户移动端发送的二维码信息中包括有刷卡终端的ID。
步骤1007、交互***指引客户进行开户。
示例性地，交互***基于指引访问客户开户功能，指引该访问客户进行开户操作。交互***指引客户进行开户的过程参见上文对数字化业务服务***的功能说明，此处不再赘述。
可以理解的是，访问客户进行开户后，无需对访问客户进行身份认证。
步骤1008、交互***显示客户信息及场景信息。
示例性地，在数字化业务管理平台对客户的身份认证通过，或客户成功开户后，数字化业务管理平台指示交互***将客户信息以及数字化业务服务***提供的业务场景显示在交互***的显示终端。
在一种可能的实现方式中，如图11所示，数字化业务管理平台还可以指示交互***的显示终端在业务场景中显示客户的虚拟身份。示例性地，客户登录业务***后以虚拟身份的形象登录到元宇宙空间的业务场景中。
步骤1009、交互***确定客户需求办理的业务。
示例性地，交互***基于客户需求分析功能，确定客户需求办理的业务。交互***具体确定客户需求办理的业务的过程参见上文对数字化业务服务***的功能说明，此处不再赘述。
步骤1010、数字化业务管理平台为客户推送业务场景。
示例性地，如图12所示，数字化业务管理平台基于业务场景推送功能，为客户推送业务场景，客户可在该业务场景中点击相应区域来进入对应的业务办理场景。数字化业务管理平台具体根据客户需求办理的业务，为客户推送业务场景的过程参见上文对数字化业务服务***的功能说明，此处不再赘述。
步骤1011、数字化业务管理平台为客户提供个性化服务。
在一种可能的实现方式中，数字化业务管理平台为客户提供的个性化服务包括为客户提供不同的目标业务场景，具体可参见上文步骤303。
在另一种可能的实现方式中，数字化业务管理平台为客户提供的个性化服务还可以包括为客户分配不同的虚拟工作人员形象。
示例性地，目标业务场景中的虚拟工作人员接待客户并提供业务支持和服务。并且目标业务场景中的虚拟工作人员与客户进行交互的方式，是预先通过人工智能技术训练得到的，通过文本驱动生成语音和相应动画。详细来说，是通过自动获取并解析识别客户输入的信息，根据计算结果决策虚拟工作人员后续的输出文本，驱动虚拟工作人员生成相应的语音与动作实现数字员工与客户的互动交互。
此外，本公开实施例中的虚拟工作人员形象可以是数字化业务管理平台基于客户属性，结合生物特征算法模型为客户设计的专属数字员工，同时专属数字员工的外貌特征基于环境条件和客户属性特征而改变，能够满足客户的服务需求，提高客户的业务体验。
步骤1012、数字化业务管理平台为客户提供个性化服务。
可与理解的是，步骤1011中数字化业务管理平台为客户提供的个性化服务，是基于交互***，来为客户呈现的。交互***基于个性化服务呈现功能，来呈现个性化服务的流程具体参见上文对数字化业务服务***的功能说明，此处不再赘述。
需要说明的是，上述步骤1001-1012对客户根据本公开实施例提供的数字化业务服务***，来进行元宇宙银行业务办理的过程进行了具体说明。步骤1001-1012中描述的流程仅为本公开提供的业务服务方法的一种可能性示例，不代表本公开提供的业务服务方法仅能依靠步骤1001-1012的流程实现。
示例性地，结合图6，对一些实施例提供的另一种业务服务方法，结合客户的实际使用场景进行说明：
S1、显示元宇宙银行的立体空间，包含多个立体空间场景；感知到客户时交互***显示窗口基于计算平台的计算结果进行显示窗口内容切换。
S2、客户根据自身的业务需求，对交互***的显示窗口进行选择性操作。
其中，业务需求是客户准备在元宇宙银行里具体的业务办理要求预计具体的业务内容，包含元宇宙银行里具体的业务分类和分区。
S3、根据客户业务办理需求和业务办理内容调整业务场景在显示终端的显示效果，根据虚拟身份所在的位置调整业务场景及场景业务内容在交互***显示窗口的显示效果。
需要说明的是，本公开实施例中的交互方式是采用人机交互的方式，本公开实施例交互***的显示终端显示的是三维立体空间场景和内容。
由此，当用户选择办理某一业务后，例如客户需求了解并办理尊享权益类业务，则客户通过语音交互发出需求指令，计算平台会基于客户所在的位置以及客户的需求指令计算交互***调整呈现的内容及呈现效果。
示例性地，客户需要在元宇宙银行的尊享财富空间中办理尊享权益业务，因此交互***将整个元宇宙银行的业务空间作为一个整体来调整呈现的窗口数量、呈现内容以及呈现效果。所述呈现内容和呈现效果还包括客户到达业务场景下一级内容呈现的效果。
元宇宙银行尊享财富空间根据业务分类可划分为尊享权益空间、模拟交易空间、财富管理空间等，同时尊享财富空间还有虚拟工作人员和虚拟身份等内容。例如客户办理尊享权益时，客户需要参加财富沙龙活动，此时显示终端要基于客户交互指令再次调整显示内容和显示效果，通过虚拟工作人员或文字语音指令，引导客户去往沙龙空间了解沙龙活动的场所及内容。
可以理解的是，结合上述举例，由于显示终端显示的内容为三维内容，因此计算单元需要根据客户的交互指令计算业务具体的三维空间位置，并调整显示的业务窗口及显示内容的显示效果。其中，客户的交互指令可以是语音交互指令，也可以是触控交互指令、手势指令等，本公开对此不做具体限定。
需要说明的是，结合上述举例，本公开中交互***中的感知设备和信息采集设备可以是同一套设备，也可以分别是两套设备。在感知设备和信息采集设备是同一套设备的情况下，该设备可以内设摄像头、刷卡器，以及指纹识别终端、静脉识别终端、声纹识别终端等生物特征采集终端。
本公开实施例可以根据上述方法示例对业务服务装置进行功能模块或者功能单元的划分，例如，可以对应各个功能划分各个功能模块或者功能单元，也可以将两个或两个以上的功能集成在一个处理模块中。上述集成的模块既可以采用硬件的形式实现，也可以采用软件功能模块或者功能单元的形式实现。其中，本公开实施例中对模块或者单元的划分是示意性的，仅仅为一种逻辑功能划分，实际实现时可以有另外的划分方式。
如图13所示，为根据一些实施例提供的一种业务服务装置1300的结构示意图，该装置包括：获取单元1301、处理单元1302和发送单元1303。
其中，获取单元1301，被配置为获取客户的生物特征信息。
处理单元1302，被配置为根据客户的生物特征信息和客户的虚拟身份信 息，对客户进行身份认证。
处理单元1302，还被配置为在对客户的身份认证结果为通过的情况下，根据客户需求办理的业务，为客户提供目标业务场景。
在一些实施例中，处理单元1302，还被配置为对客户的生物特征信息进行预处理；预处理包括加盖时间戳。
在一些实施例中，处理单元1302，还被配置为将预处理后的生物特征信息与客户的虚拟身份信息进行对比验证，确定第一验证结果。
在一些实施例中，处理单元1302，还被配置为根据预处理后的生物特征信息和客户确定需求办理的业务，生成待确认消息并向客户的开户移动端发送。接收客户的开户移动端反馈的第二验证结果。
在一些实施例中，处理单元1302，还被配置为在第一验证结果和第二验证结果皆为通过的情况下，确定对客户的身份认证结果为通过。
在一些实施例中，处理单元1302，还被配置为若客户需求办理的业务的需等待时长大于第一时长阈值，则为客户提供辅助排队场景。
在一些实施例中，处理单元1302，还被配置为若检测到客户在第二时长阈值内未进行操作或执行第一预设操作，则为客户提供业务指引场景。其中，第一预设操作为请求虚拟工作人员的指引。
在一些实施例中，处理单元1302，还被配置为若检测到客户执行第二预设操作，则为客户提供自助办理场景。其中，第二预设操作为请求自助办理业务。
在一些实施例中，获取单元1301，还被配置为获取客户的物理身份信息。其中，客户的物理身份信息包括客户的生物特征信息和客户的账户数据信息。
在一些实施例中，处理单元1302，还被配置为根据客户的物理身份信息，确定客户的虚拟身份的生物特征算法模型。
在一些实施例中，处理单元1302，还被配置为根据客户的虚拟身份的生物特征算法模型，确定客户的虚拟身份信息。
在一些实施例中，处理单元1302，还被配置为将客户的虚拟身份信息存储至元宇宙银行或CRM***服务器。
在一些实施例中，获取单元1301，还被配置为获取客户的账户数据信息。客户的账户数据信息包括以下一项或多项：客户名称、客户身份ID、开户时间戳、账户密码、客群属性信息。
在一些实施例中，获取单元1301，还被配置为基于生物特征图像增强算法，对客户的生物特征信息、客户名称、客户身份ID和客群属性信息进行特 征提取，确定至少一个特征向量。
在一些实施例中，获取单元1301，还被配置为根据至少一个特征向量，确定客户的虚拟身份的生物特征算法模型。
在一些实施例中，获取单元1301，还被配置为对客户的生物特征信息、客户名称、客户身份ID、客群属性信息和客户的虚拟身份的生物特征算法模型，加盖开户时间戳以确定区块数据。
在一些实施例中，获取单元1301，还被配置为根据区块数据，确定客户的虚拟身份。
在一些实施例中，发送单元1303，被配置为向区块链节点发送区块数据。
在一些实施例中，处理单元1302，还被配置为检测客户行为。
在一些实施例中，处理单元1302，还被配置为在检测到客户行为是触达行为的情况下，由虚拟工作人员为客户提供迎宾服务。其中，迎宾服务包括为客户提供业务咨询需求。
在一些实施例中，处理单元1302，还被配置为响应于客户的第三预设操作，确定客户需求办理的业务。
在一些实施例中，业务服务装置1300还可以包括存储单元(图13中以虚线框示出)，该存储单元存储有程序或指令。当处理单元1302执行该程序或指令时，使得业务服务装置1300可以执行上述方法实施例所述的业务服务方法。
此外，图13所述的业务服务装置的技术效果可以参考上述实施例所述的业务服务方法的技术效果，此处不再赘述。
图14示出了上述实施例中所涉及的业务服务装置的又一种可能的结构示意图。该业务服务装置1400包括：处理器1402和通信接口1403。处理器1402被配置为对业务服务装置1400的动作进行控制管理，例如，执行上述获取单元1301、处理单元1302、发送单元1303执行的步骤，和/或被配置为执行本文所描述的技术的其它过程。通信接口1403被配置为支持业务服务装置1400与其他网络实体的通信。业务服务装置1400还可以包括存储器1401和总线1404，存储器1401被配置为存储业务服务装置1400的程序代码和数据。
其中，存储器1401可以是业务服务装置1400中的存储器等，该存储器可以包括易失性存储器，例如随机存取存储器；该存储器也可以包括非易失性存储器，例如只读存储器，快闪存储器，硬盘或固态硬盘；该存储器还可以包括上述种类的存储器的组合。
上述处理器1402可以是实现或执行结合本公开内容所描述的各种示例性 地逻辑方框，模块和电路。该处理器可以是中央处理器，通用处理器，数字信号处理器，专用集成电路，现场可编程门阵列或者其他可编程逻辑器件、晶体管逻辑器件、硬件部件或者其任意组合。其可以实现或执行结合本公开内容所描述的各种示例性地逻辑方框，模块和电路。该处理器也可以是实现计算功能的组合，例如包含一个或多个微处理器组合，DSP和微处理器的组合等。
总线1404可以是扩展工业标准结构(Extended Industry Standard Architecture，EISA)总线等。总线1404可以分为地址总线、数据总线、控制总线等。为便于表示，图14中仅用一条粗线表示，但并不表示仅有一根总线或一种类型的总线。
图14中的业务服务装置1400还可以为芯片。该芯片包括一个或两个以上(包括两个)处理器1402和通信接口1403。
在一些实施方式中，该芯片还包括存储器1401，存储器1401可以包括只读存储器和随机存取存储器，并向处理器1402提供操作指令和数据。存储器1401的一部分还可以包括非易失性随机存取存储器(non-volatile random access memory，NVRAM)。
在一些实施方式中，存储器1401存储了如下的元素，执行模块或者数据结构，或者他们的子集，或者他们的扩展集。
在本公开实施例中，通过调用存储器1401存储的操作指令(该操作指令可存储在操作***中)，执行相应的操作。
通过以上的实施方式的描述，所属领域的技术人员可以清楚地了解到，为描述的方便和简洁，仅以上述各功能模块的划分进行举例说明，实际应用中，可以根据需要而将上述功能分配由不同的功能模块完成，即将装置的内部结构划分成不同的功能模块，以完成以上描述的全部或者部分功能。上述描述的***，装置和单元的具体工作过程，可以参考前述方法实施例中的对应过程，在此不再赘述。
本公开的一些实施例提供了一种计算机可读存储介质(例如，非暂态计算机可读存储介质)，该计算机可读存储介质中存储有计算机程序指令，计算机程序指令在计算机(例如，业务服务装置)上运行时，使得计算机执行如上述实施例中任一实施例所述的业务服务方法。
示例性地，上述计算机可读存储介质可以包括，但不限于：磁存储器件(例如，硬盘、软盘或磁带等)，光盘(例如，CD(Compact Disk，压缩盘)、DVD(Digital Versatile Disk，数字通用盘)等)，智能卡和闪存器件(例如， EPROM(Erasable Programmable Read-Only Memory，可擦写可编程只读存储器)、卡、棒或钥匙驱动器等)。本公开描述的各种计算机可读存储介质可代表用于存储信息的一个或多个设备和/或其它机器可读存储介质。术语“机器可读存储介质”可包括但不限于，无线信道和能够存储、包含和/或承载指令和/或数据的各种其它介质。
本公开的一些实施例还提供了一种计算机程序产品，例如该计算机程序产品存储在非瞬时性的计算机可读存储介质上。该计算机程序产品包括计算机程序指令，在计算机(例如，业务服务装置)上执行该计算机程序指令时，该计算机程序指令使计算机执行如上述实施例所述的业务服务方法。
本公开的一些实施例还提供了一种计算机程序。当该计算机程序在计算机(例如，业务服务装置)上执行时，该计算机程序使计算机执行如上述实施例所述的业务服务方法。
上述计算机可读存储介质、计算机程序产品及计算机程序的有益效果和上述一些实施例所述的业务服务方法的有益效果相同，此处不再赘述。
在本公开所提供的几个实施例中，应该理解到，所揭露的***、设备和方法，可以通过其它的方式实现。例如，以上所描述的设备实施例仅仅是示意性的，例如，所述单元的划分，仅仅为一种逻辑功能划分，实际实现时可以有另外的划分方式，例如多个单元或组件可以结合或者可以集成到另一个***，或一些特征可以忽略，或不执行。另一点，所显示或讨论的相互之间的耦合或直接耦合或通信连接可以是通过一些接口，设备或单元的间接耦合或通信连接，可以是电性，机械或其它的形式。
所述作为分离部件说明的单元可以是或者也可以不是物理上分开的，作为单元显示的部件可以是或者也可以不是物理单元，即可以位于一个地方，或者也可以分布到多个网络单元上。可以根据实际的需要选择其中的部分或者全部单元来实现本实施例方案的目的。
另外，在本公开各个实施例中的各功能单元可以集成在一个处理单元中，也可以是各个单元单独物理存在，也可以两个或两个以上单元集成在一个单元中。
以上所述，仅为本公开的具体实施方式，但本公开的保护范围并不局限于此，任何熟悉本技术领域的技术人员在本公开揭露的技术范围内，想到变化或替换，都应涵盖在本公开的保护范围之内。因此，本公开的保护范围应以所述权利要求的保护范围为准。

Claims (12)

  1. 一种业务服务方法，包括：
    获取客户的生物特征信息；
    根据所述客户的生物特征信息和所述客户的虚拟身份信息，对所述客户进行身份认证；
    在对所述客户的身份认证结果为通过的情况下，根据所述客户需求办理的业务，为所述客户提供目标业务场景。
  2. 根据权利要求1所述的方法，所述根据所述客户的生物特征信息和所述客户的虚拟身份信息，对所述客户进行身份认证，包括：
    对所述客户的生物特征信息进行预处理；所述预处理包括加盖时间戳；
    将预处理后的生物特征信息与所述客户的虚拟身份信息进行对比验证，确定第一验证结果；
    根据所述预处理后的生物特征信息和所述客户确定需求办理的业务，生成待确认消息并向所述客户的开户移动端发送；接收所述客户的开户移动端反馈的第二验证结果；
    在所述第一验证结果和所述第二验证结果皆为通过的情况下，确定对所述客户的身份认证结果为通过。
  3. 根据权利要求2所述的方法，所述目标业务场景包括以下一项或多项：辅助排队场景、业务指引场景、自助办理场景；所述方法还包括：
    若所述客户需求办理的业务的需等待时长大于第一时长阈值，则为所述客户提供所述辅助排队场景；
    若检测到所述客户在第二时长阈值内未进行操作或执行第一预设操作，则为所述客户提供所述业务指引场景；其中，所述第一预设操作为请求虚拟工作人员的指引；
    若检测到所述客户执行第二预设操作，则为所述客户提供所述自助办理场景；其中，所述第二预设操作为请求自助办理业务。
  4. 根据权利要求3所述的方法，所述客户的虚拟身份信息存储于元宇宙银行服务器或客户关系管理***服务器中；
    在所述根据所述客户的物理身份信息和所述客户的虚拟身份信息，对所述客户进行身份认证之前，所述方法还包括：
    获取所述客户的物理身份信息；其中，所述客户的物理身份信息包括所述客户的生物特征信息和所述客户的账户数据信息；
    根据所述客户的物理身份信息，确定所述客户的虚拟身份的生物特征算法模型；
    根据所述客户的虚拟身份的生物特征算法模型，确定所述客户的虚拟身份信息；
    将所述客户的虚拟身份信息存储至所述元宇宙银行或客户关系管理***服务器。
  5. 根据权利要求4所述的方法，所述客户的生物特征信息包括以下一项或多项：指纹特征信息、声纹特征信息、虹膜特征信息、人脸特征信息、掌静脉特征信息、指静脉特征信息；
    在所述确定所述客户的物理身份信息之前，所述方法还包括：
    获取所述客户的账户数据信息；其中，所述客户的账户数据信息包括以下一项或多项：客户名称、客户身份ID、开户时间戳、账户密码、客群属性信息。
  6. 根据权利要求5所述的方法，所述客户的虚拟身份的生物特征算法模型根据以下步骤确定：
    基于生物特征图像增强算法，对所述客户的生物特征信息、客户名称、客户身份ID和客群属性信息进行特征提取，确定至少一个特征向量；
    根据所述至少一个特征向量，确定所述客户的虚拟身份的生物特征算法模型；
    对所述客户的生物特征信息、客户名称、客户身份ID、客群属性信息和所述客户的虚拟身份的生物特征算法模型，加盖所述开户时间戳以确定区块数据；
    根据所述区块数据，确定所述客户的虚拟身份。
  7. 根据权利要求6所述的方法，所述方法还包括：
    向区块链节点发送所述区块数据。
  8. 根据权利要求1-7中任一项所述的方法，在所述获取所述客户的生物特征信息之前，所述方法还包括：
    检测客户行为；
    在检测到所述客户行为是触达行为的情况下，由虚拟工作人员为所述客户提供迎宾服务；所述迎宾服务包括主动迎宾接待、为客户提供业务指引、咨询服务；
    响应于所述客户的第三预设操作，确定所述客户需求办理的业务。
  9. 一种业务服务装置，包括：获取单元和处理单元；
    所述获取单元，被配置为获取客户的生物特征信息；
    所述处理单元，被配置为根据所述客户的生物特征信息和所述客户的虚 拟身份信息，对所述客户进行身份认证；
    所述处理单元，还被配置为在对所述客户的身份认证结果为通过的情况下，根据所述客户需求办理的业务，为所述客户提供目标业务场景。
  10. 一种业务服务装置，包括处理器和通信接口；所述通信接口和所述处理器耦合，所述处理器用于运行计算机程序或指令，以实现如权利要求1-8任一项所述的业务服务方法。
  11. 一种业务服务***，包括处理器和存储器，所述存储器存储计算机程序指令，所述处理器运行所述计算机程序指令时执行上述权利要求1-8任一项所述的业务服务方法。
  12. 一种非暂态计算机可读存储介质，其中，所述非暂态计算机可读存储介质中存储有指令，当计算机执行所述指令时，所述计算机执行上述权利要求1-8任一项所述的业务服务方法。
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