CN111369349A - Transaction node navigation method, device and system - Google Patents
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- CN111369349A CN111369349A CN202010243451.3A CN202010243451A CN111369349A CN 111369349 A CN111369349 A CN 111369349A CN 202010243451 A CN202010243451 A CN 202010243451A CN 111369349 A CN111369349 A CN 111369349A
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- 230000009191 jumping Effects 0.000 claims description 5
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- 230000009286 beneficial effect Effects 0.000 description 4
- 230000003993 interaction Effects 0.000 description 4
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
- G06Q40/03—Credit; Loans; Processing thereof
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
- G06Q40/04—Trading; Exchange, e.g. stocks, commodities, derivatives or currency exchange
Abstract
The invention provides a transaction node navigation method, a device and a system, wherein the method comprises the following steps: acquiring a user identifier after receiving a user call; inquiring whether the user identification has a collected transaction node information set; wherein the transaction node information set includes one or more transaction node information including a transaction node identification and a most recent service time of a transaction node; if the user identification has the collected transaction node information set, selecting the transaction node with the nearest service time from the transaction node set; and sending the transaction node to a user terminal so that the user terminal can display the transaction node for the user to select. According to the method and the device, the user can be prevented from selecting the menu node step by step in a multi-stage voice prompt mode, and the transaction node is directly provided, so that the user can find the transaction node required by the user simply and conveniently, and the efficiency of obtaining the transaction node is improved.
Description
Technical Field
The application relates to the technical field of big data, in particular to a transaction node navigation method, device and system.
Background
Telephone banking (IVR) is an important access channel for banks. As banking businesses are very wide and different banking businesses correspond to different customer service personnel, when a user calls a line, a telephone bank can give out voice prompt: the plurality of digits indicate a top level menu node (e.g., digit 1 for credit card transactions, digit 2 for debit card transactions, digit 3 for bulk goods transactions, etc.).
A plurality of lower menu nodes with a plurality of digital indications under each top menu node (for example, credit card transaction, credit card loss report, credit card reset password and the like under the credit card business); under each lower menu, there are several lower menu nodes indicated by numbers, and the selection is executed circularly until the trading node required by the user is found.
At present, some transaction nodes can be found only by jumping to multi-layer menu nodes, the interaction time is long in the process, and the operation steps are complex.
Disclosure of Invention
In view of this, the present application provides a transaction node navigation method, apparatus and system, which can assist a user to quickly find a transaction node, so as to improve the efficiency of obtaining the transaction node.
In order to achieve the above object, the present invention provides the following technical features:
a transaction node navigation method, comprising:
acquiring a user identifier after receiving a user call;
inquiring whether the user identification has a collected transaction node information set; wherein the transaction node information set includes one or more transaction node information including a transaction node identification and a most recent service time of a transaction node;
if the user identification has the collected transaction node information set, selecting the transaction node with the nearest service time from the transaction node set;
and sending the transaction node to a user terminal so that the user terminal can display the transaction node for the user to select.
Optionally, after sending the transaction node to the user terminal, the method further includes:
and if receiving a selected instruction sent by a user, jumping to the trading node to execute corresponding operation, and updating the latest service time of the trading node to be the current time.
Optionally, the method further includes:
and if an unselected instruction sent by the user is received, selecting and displaying the next transaction node from the transaction node set, and sending the transaction node to the user terminal for the user terminal to display the transaction node for the user to select.
Optionally, the method further includes:
and if an unselected instruction sent by the user is received, adopting a voice prompt mode for the user to select step by step and obtain the transaction node.
Optionally, after the user selects and obtains the transaction node step by step in a voice prompt manner, the method further includes:
judging whether the transaction node information set has the transaction node;
if the transaction node information set has the transaction node, updating the service time of the transaction node;
if the transaction node information set does not have the transaction node, displaying the transaction node to remind a user whether to collect the transaction node;
if a collection instruction is received, transaction node information of the transaction node is added to the transaction node information set; wherein the transaction node information includes a transaction node identification and a recent service time.
Optionally, the method further includes:
if the user identification does not have the collected transaction node information set, displaying the transaction node to remind the user whether to collect the transaction node;
if a collection instruction is received, a transaction node information set is created;
and adding transaction node information of the transaction node to the transaction node information set, wherein the transaction node information comprises transaction node identification and latest service time.
Optionally, the display screen of the user terminal provides an exit area, and the method further includes:
and under the condition of receiving an exit instruction sent by the user terminal, exiting the transaction node navigation operation, and adopting a voice prompt mode for the user to select step by step and obtain the transaction node.
A transaction node navigation device comprising:
the system comprises an acquisition unit, a processing unit and a processing unit, wherein the acquisition unit is used for acquiring a user identifier after receiving an incoming call of a user;
the query unit is used for querying whether the user identifier has a collected transaction node information set; wherein the transaction node information set includes one or more transaction node information including a transaction node identification and a most recent service time of a transaction node;
the selection unit is used for selecting the transaction node with the nearest service time from the transaction node set if the user identifier has the collected transaction node information set;
and the sending unit is used for sending the transaction node to a user terminal so that the user terminal can display the transaction node for a user to select.
A transaction node navigation system comprising:
the customer service server is used for acquiring the user identification after receiving the incoming call of the user; inquiring whether the user identification has a collected transaction node information set; wherein the transaction node information set includes one or more transaction node information including a transaction node identification and a most recent service time of a transaction node; if the user identification has the collected transaction node information set, selecting the transaction node with the nearest service time from the transaction node set; sending the transaction node to a user terminal
And the user terminal is used for initiating a call to the customer service server, receiving and displaying the transaction node sent by the customer service server for selection by the user.
Optionally, the method further includes:
the database is connected with the customer service server and used for storing the transaction node information sets corresponding to the user identifications;
and the customer service server is used for inquiring whether the user identification has the collected transaction node information set from a database.
Through the technical means, the following beneficial effects can be realized:
because most of the transaction nodes frequently used by the users are relatively fixed, the transaction nodes frequently used by the users can be collected to form a transaction node information set, and the corresponding relation between the user identification and the user node information set is stored. After receiving a user call, inquiring whether a user identifier has a collected transaction node information set, wherein the transaction node information set comprises one or more transaction node information, and each transaction node information comprises a transaction node identifier and the latest service time of the transaction node.
If the user identifier has the collected transaction node information set, it indicates that the scheme used in this embodiment can be adopted to select the transaction node with the closest service time from the transaction node set, and display the transaction node for the user to select.
In the application, the transaction node with the closest service time is considered to be the transaction node reused by the user, so that the transaction node closest to the current time is selected from the closest service time of each transaction node, and is displayed.
According to the method and the device, the user can be prevented from selecting the menu node step by step in a multi-stage voice prompt mode, and the transaction node is directly provided, so that the user can find the transaction node required by the user simply and conveniently, and the efficiency of obtaining the transaction node is improved.
Drawings
In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present application, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.
Fig. 1 is a schematic structural diagram of a transaction node navigation system disclosed in an embodiment of the present application;
FIG. 2 is a flow chart of a transaction node navigation method disclosed in an embodiment of the present application;
FIG. 3 is a schematic diagram of an interface in a transaction node navigation method disclosed in an embodiment of the present application;
FIG. 4 is a flow chart of yet another transaction node navigation method disclosed in an embodiment of the present application;
FIG. 5 is a flow chart of yet another transaction node navigation method disclosed in an embodiment of the present application;
fig. 6 is a schematic structural diagram of another transaction node navigation apparatus according to an embodiment of the present disclosure.
Detailed Description
The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
Because the transaction node commonly used by each user is relatively fixed, if the user needs to reselect the menu to repeat the voice interaction process every time, the voice interaction process is very complicated and repeated. Therefore, the transaction node navigation method provided by the application can support a user to add the common transaction nodes into the collection, so that the user can preferentially navigate to the transaction nodes collected by the user for selection when entering the line next time, the interaction time is saved, and the transaction flow is simplified.
Referring to fig. 1, the present invention provides a transaction node navigation system, comprising: a customer service server 100 and a plurality of user terminals 200.
It will be appreciated that there is a growing popularity in the case of a new service, and therefore the client server 100 stores a transaction node information set for a portion of the users. The transaction node information set is used for storing transaction nodes collected by the user and the latest service time of the transaction nodes.
Taking a transaction node information set of a user as an example, the transaction node information set includes 3 pieces of transaction node information: transaction node information 1, transaction node information 2, and transaction node information 3, and each transaction node information includes a transaction node identification and a latest service time of the transaction node.
Referring to fig. 2, the present invention provides a transaction node navigation method applied to a customer service server, the method includes the following steps:
step S201: and acquiring the user identification after receiving the incoming call of the user.
The customer service server obtains the user identifier after receiving the incoming call of the user, and the user identifier may be a telephone number of the user, or a unique identifier of the user terminal, and the like, which is not limited.
Step S202: inquiring whether the user identification has a collected transaction node information set; wherein the set of transaction node information comprises one or more transaction node information comprising a transaction node identification and a latest service time of a transaction node. If so, the process proceeds to step S203, otherwise, the process proceeds to step S205.
Because some users have the transaction node information set and some users do not have the transaction node information set, whether the transaction node information set corresponding to the user identification exists or not is inquired in a database (the database can be positioned in the customer service server or can be outside the customer service server) of the customer service server.
Step S203: and if the user identification has the collected transaction node information set, sending the transaction node to a user terminal so that the user terminal can display the transaction node for the user to select.
If the user identification has the collected transaction node information set, the number of the transaction node information can be judged, and if only one transaction node information exists, the transaction node is directly sent to be displayed to the user by the user terminal for the user to select.
If the transaction node information is multiple, sequencing the latest service time of the transaction nodes, and selecting the transaction node with the latest continuous current time. In this embodiment, it is considered that the transaction node most recently used by the user is probably the transaction node continuously used by the user, and therefore, the transaction node is sent to the user terminal, so that the user terminal is displayed to the user for the user to select.
Step S204: and if receiving a selected instruction sent by a user, jumping to the trading node to execute corresponding operation, and updating the latest service time of the trading node to be the current time.
For example, the interface shown in fig. 3 is presented to the user, and in the case that the user selects yes, it indicates that a selected instruction sent by the user is received, and in the case that the user selects no, it indicates that an unselected instruction sent by the user is received.
And when a selected instruction sent by a user is received, jumping to the transaction node to execute corresponding operation (switching to customer service personnel of the transaction node, automatically executing corresponding operations of opening an account, canceling an account, reporting a loss and the like).
The customer service server will then update the transaction node's last service time to the current time for next reuse.
Step S205: if the user identification does not have the collected transaction node information set, displaying the transaction node to remind the user whether to collect the transaction node.
Step S206: and if a collection instruction is received, creating a transaction node information set, and adding transaction node information of the transaction node to the transaction node information set, wherein the transaction node information comprises transaction node identification and latest service time.
Step S205 and step S206 can well support users without transaction node information sets, and create transaction node information sets for this purpose, so that more users can find out the required transaction nodes conveniently and quickly.
Through the technical means, the following beneficial effects can be realized:
because most of the transaction nodes frequently used by the users are relatively fixed, the transaction nodes frequently used by the users can be collected to form a transaction node information set, and the corresponding relation between the user identification and the user node information set is stored. After receiving a user call, inquiring whether a user identifier has a collected transaction node information set, wherein the transaction node information set comprises one or more transaction node information, and each transaction node information comprises a transaction node identifier and the latest service time of the transaction node.
If the user identifier has the collected transaction node information set, it indicates that the scheme used in this embodiment can be adopted to select the transaction node with the closest service time from the transaction node set, and display the transaction node for the user to select.
In the application, the transaction node with the closest service time is considered to be the transaction node reused by the user, so that the transaction node closest to the current time is selected from the closest service time of each transaction node, and is displayed.
According to the method and the device, the user can be prevented from selecting the menu node step by step in a multi-stage voice prompt mode, and the transaction node is directly provided, so that the user can find the transaction node required by the user simply and conveniently, and the efficiency of obtaining the transaction node is improved.
After presenting the transaction node for selection by the user in step S103, there may be two schemes:
a first solution, see fig. 4, may comprise the following steps:
step S401: and if an unselected instruction sent by the user is received, the user selects step by step and obtains the transaction node by adopting a voice prompt mode.
The user may be presented with an interface as shown in fig. 3, and in the case that the user chooses no, it indicates that an unselected instruction sent by the user is received. At this time, the original voice prompt mode can be directly adopted, so that the user can select and determine the required transaction nodes step by step.
Step S402: judging whether the transaction node information set has the transaction node; if so, the process proceeds to step S403, otherwise, the process proceeds to step S404.
After a user determines a transaction node through voice operation, whether the transaction node information set has the transaction node is judged.
Step S403: and if the transaction node information set has the transaction node, updating the service time of the transaction node.
Step S404: if the transaction node information set does not have the transaction node, displaying the transaction node to remind a user whether to collect the transaction node.
Step S405: if a collection instruction is received, transaction node information of the transaction node is added to the transaction node information set; wherein the transaction node information includes a transaction node identification and a recent service time.
A second approach, see fig. 5, may comprise the following steps:
step S501: and if an unselected instruction sent by the user is received, sequencing the latest service time of the rest transaction nodes in the transaction node set.
Step S502: and selecting the next transaction node information closest to the current time from the transaction node set for the user to select.
Optionally, in order to ensure that it is reasonable to provide an exit area on the display screen of the user terminal, the method further includes:
and under the condition of receiving an exit instruction sent by the user terminal, exiting the transaction node navigation operation, and adopting a voice prompt mode for the user to select step by step and obtain the transaction node.
Namely, during the period that the customer service server provides the transaction node for the user, the user can send out the stopping instruction at any time and adopt the original voice prompt mode.
Referring to fig. 6, the present invention provides a transaction node navigation device, including:
an obtaining unit 61, configured to obtain a user identifier after receiving an incoming call from a user;
the query unit 62 is configured to query whether the user identifier has a collected transaction node information set; wherein the transaction node information set includes one or more transaction node information including a transaction node identification and a most recent service time of a transaction node;
a selecting unit 63, configured to select a transaction node with the closest service time from the transaction node set if the user identifier has a collected transaction node information set;
and the sending unit 64 is used for sending the transaction node to the user terminal so that the user terminal can display the transaction node for the user to select.
The specific implementation of the transaction node navigation device shown in fig. 6 can be detailed in the schemes shown in fig. 2 to 5, and will not be described again here.
Through the technical means, the following beneficial effects can be realized:
because most of the transaction nodes frequently used by the users are relatively fixed, the transaction nodes frequently used by the users can be collected to form a transaction node information set, and the corresponding relation between the user identification and the user node information set is stored. After receiving a user call, inquiring whether a user identifier has a collected transaction node information set, wherein the transaction node information set comprises one or more transaction node information, and each transaction node information comprises a transaction node identifier and the latest service time of the transaction node.
If the user identifier has the collected transaction node information set, it indicates that the scheme used in this embodiment can be adopted to select the transaction node with the closest service time from the transaction node set, and display the transaction node for the user to select.
In the application, the transaction node with the closest service time is considered to be the transaction node reused by the user, so that the transaction node closest to the current time is selected from the closest service time of each transaction node, and is displayed.
According to the method and the device, the user can be prevented from selecting the menu node step by step in a multi-stage voice prompt mode, and the transaction node is directly provided, so that the user can find the transaction node required by the user simply and conveniently, and the efficiency of obtaining the transaction node is improved.
Referring to fig. 1, the present invention provides a transaction node navigation system, comprising:
the customer service server 100 is used for acquiring a user identifier after receiving an incoming call of a user; inquiring whether the user identification has a collected transaction node information set; wherein the transaction node information set includes one or more transaction node information including a transaction node identification and a most recent service time of a transaction node; if the user identification has the collected transaction node information set, selecting the transaction node with the nearest service time from the transaction node set; sending the transaction node to a user terminal
And the user terminal 200 is used for initiating a call to the customer service server, receiving and displaying the transaction node sent by the customer service server for the user to select.
Further comprising: and the database 300 connected with the customer service server is used for storing the transaction node information sets corresponding to the user identifications.
The customer service server 100 is configured to query whether the user identifier has a collected transaction node information set from a database.
Through the technical means, the following beneficial effects can be realized:
because most of the transaction nodes frequently used by the users are relatively fixed, the transaction nodes frequently used by the users can be collected to form a transaction node information set, and the corresponding relation between the user identification and the user node information set is stored. After receiving a user call, inquiring whether a user identifier has a collected transaction node information set, wherein the transaction node information set comprises one or more transaction node information, and each transaction node information comprises a transaction node identifier and the latest service time of the transaction node.
If the user identifier has the collected transaction node information set, it indicates that the scheme used in this embodiment can be adopted to select the transaction node with the closest service time from the transaction node set, and display the transaction node for the user to select.
In the application, the transaction node with the closest service time is considered to be the transaction node reused by the user, so that the transaction node closest to the current time is selected from the closest service time of each transaction node, and is displayed.
According to the method and the device, the user can be prevented from selecting the menu node step by step in a multi-stage voice prompt mode, and the transaction node is directly provided, so that the user can find the transaction node required by the user simply and conveniently, and the efficiency of obtaining the transaction node is improved.
The functions described in the method of the present embodiment, if implemented in the form of software functional units and sold or used as independent products, may be stored in a storage medium readable by a computing device. Based on such understanding, part of the contribution to the prior art of the embodiments of the present application or part of the technical solution may be embodied in the form of a software product stored in a storage medium and including several instructions for causing a computing device (which may be a personal computer, a server, a mobile computing device or a network device) to execute all or part of the steps of the method described in the embodiments of the present application. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.
The embodiments are described in a progressive manner, each embodiment focuses on differences from other embodiments, and the same or similar parts among the embodiments are referred to each other.
The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present application. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the application. Thus, the present application is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.
Claims (10)
1. A transaction node navigation method, comprising:
acquiring a user identifier after receiving a user call;
inquiring whether the user identification has a collected transaction node information set; wherein the transaction node information set includes one or more transaction node information including a transaction node identification and a most recent service time of a transaction node;
if the user identification has the collected transaction node information set, selecting the transaction node with the nearest service time from the transaction node set;
and sending the transaction node to a user terminal so that the user terminal can display the transaction node for the user to select.
2. The method of claim 1, further comprising, after sending the transaction node to a user terminal:
and if receiving a selected instruction sent by a user, jumping to the trading node to execute corresponding operation, and updating the latest service time of the trading node to be the current time.
3. The method of claim 2, further comprising:
and if an unselected instruction sent by the user is received, selecting and displaying the next transaction node from the transaction node set, and sending the transaction node to the user terminal for the user terminal to display the transaction node for the user to select.
4. The method of claim 2, further comprising:
and if an unselected instruction sent by the user is received, adopting a voice prompt mode for the user to select step by step and obtain the transaction node.
5. The method of claim 4, further comprising, after using voice prompts for the user to progressively select and obtain the transaction nodes:
judging whether the transaction node information set has the transaction node;
if the transaction node information set has the transaction node, updating the service time of the transaction node;
if the transaction node information set does not have the transaction node, displaying the transaction node to remind a user whether to collect the transaction node;
if a collection instruction is received, transaction node information of the transaction node is added to the transaction node information set; wherein the transaction node information includes a transaction node identification and a recent service time.
6. The method of claim 1, further comprising:
if the user identification does not have the collected transaction node information set, displaying the transaction node to remind the user whether to collect the transaction node;
if a collection instruction is received, a transaction node information set is created;
and adding transaction node information of the transaction node to the transaction node information set, wherein the transaction node information comprises transaction node identification and latest service time.
7. The method of claim 1, wherein a display of the user terminal provides an exit area, the method further comprising:
and under the condition of receiving an exit instruction sent by the user terminal, exiting the transaction node navigation operation, and adopting a voice prompt mode for the user to select step by step and obtain the transaction node.
8. A transaction node navigation device, comprising:
the system comprises an acquisition unit, a processing unit and a processing unit, wherein the acquisition unit is used for acquiring a user identifier after receiving an incoming call of a user;
the query unit is used for querying whether the user identifier has a collected transaction node information set; wherein the transaction node information set includes one or more transaction node information including a transaction node identification and a most recent service time of a transaction node;
the selection unit is used for selecting the transaction node with the nearest service time from the transaction node set if the user identifier has the collected transaction node information set;
and the sending unit is used for sending the transaction node to a user terminal so that the user terminal can display the transaction node for a user to select.
9. A transaction node navigation system, comprising:
the customer service server is used for acquiring the user identification after receiving the incoming call of the user; inquiring whether the user identification has a collected transaction node information set; wherein the transaction node information set includes one or more transaction node information including a transaction node identification and a most recent service time of a transaction node; if the user identification has the collected transaction node information set, selecting the transaction node with the nearest service time from the transaction node set; sending the transaction node to a user terminal;
and the user terminal is used for initiating a call to the customer service server, receiving and displaying the transaction node sent by the customer service server for selection by the user.
10. The system of claim 9, further comprising:
the database is connected with the customer service server and used for storing the transaction node information sets corresponding to the user identifications;
and the customer service server is used for inquiring whether the user identification has the collected transaction node information set from a database.
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Application publication date: 20200703 |