TWM632356U - service system - Google Patents

Abstract

A service system suitable for use in a business organization includes a contractor user terminal and a self-service electronic device. The contractor user terminal is suitable for operation by a contractor user of the business organization. The self-service electronic device is arranged in a physical business place of the business organization, and is suitable for operation by a customer user. The self-service electronic device is used to obtain a basic application information related to a specific business, output one or more question messages related to the specific business by running a real-time communication module, and receive one or more questions related to the specific business. Waiting for the reply message of the question message, and generating a pair of application details data that should be the basic information of the application according to the reply message, and then sending a business application request including the basic application information and the application detail information to the undertaking user terminal for output.

Description

service system

This new model relates to a service system, especially a service system suitable for application in the physical business premises of business institutions.

Although most modern financial institutions provide online services, some specific financial businesses (such as businesses involving cash) still need to be handled over the counter at the business premises of the financial institution. Furthermore, customers who are less familiar with network operations may still prefer to seek the services of on-site counter personnel.

Based on the above, how to improve the on-site service efficiency of the business premises of financial institutions has become a topic worthy of discussion.

Therefore, the purpose of the present invention is to provide a service system that helps to improve service efficiency.

The novel service system is suitable for being applied to a business organization, and the service system includes a contractor user end and a self-service electronic device electrically connected with the contractor user end. The contractor user terminal is suitable for operation by a contractor user of the business organization. The self-service electronic device is arranged in a physical business place of the business organization, and is suitable for operation by a customer user located in the physical business place. The self-service electronic device includes a processing unit, a storage unit, an input unit and an output unit electrically connected to the processing unit. The storage unit stores a real-time communication module that can be run by the processing unit. The processing unit is used for: obtaining a basic application information related to a specific business through the input unit; outputting one or more question messages related to the specific business through the output unit by running the real-time communication module, and receive one or more reply messages related to the question messages through the input unit, and generate a pair of application details data that should be the basic information of the application according to the reply messages; generate a database including the basic application information and the application details and send the business application request to the undertaking user terminal, so that the undertaking user terminal can output the basic application information and the application detailed information.

In some implementation aspects of the novel service system, the self-service electronic device further includes a photographing unit electrically connected to the processing unit. The undertaking user terminal is used for sending an instant messaging request to the processing unit of the self-service electronic device after receiving the business application request. The processing unit of the self-service electronic device is also used for controlling the shooting unit to start according to the instant messaging request, and establishing a two-way video communication between itself and the contractor user.

In some implementation aspects of the novel service system, after the two-way video communication with the self-service electronic device ends, the undertaking user terminal is configured to execute a corresponding business application according to the basic application information and the application detail information Requested business contractor.

In some implementation aspects of the novel service system, the storage unit further stores an application electronic form related to the specific business. The processing unit obtains the basic application information by controlling the output unit to display the electronic application form, and generating the basic application information according to the result of editing the electronic application form through the input unit.

In some implementation aspects of the novel service system, the self-service electronic device is adapted to be electrically connected to a reservation data server. The input unit includes a barcode scanner electrically connected to the processing unit. The processing unit obtains the basic application information by controlling the barcode scanner to scan a barcode and obtain a reservation identification number included in the barcode, and then obtain the basic application information from the reservation data server according to the reservation identification number. .

The effect of the new type is that the service system enables the customer user to operate the self-service electronic device to generate the basic application information and the application detail information, and then include the basic application information after arriving at the physical business place of the business organization. The business application request and the application details are sent to the contractor user terminal for the contractor user to review and process. In this way, the service system can avoid the situation where the counter service personnel need to wait for the customer to fill in the paper documents at the counter, so it can Reduce the queuing time of other customers and improve the service efficiency of the physical business premises of the business organization.

Before the present invention is described in detail, it should be noted: if not specifically defined, the "electrical connection" described in this patent specification generally refers to the "wired connection" between multiple electronic devices/devices/elements connected to each other through conductive materials. electrical connection” and “radio connection” for one-way/two-way wireless signal transmission through wireless communication technology. On the other hand, the "electrical connection" mentioned in this patent specification also generally refers to the "direct electrical connection" formed by directly connecting multiple electronic devices/devices/components to each other, as well as the connection between multiple electronic devices/devices/components. The “indirect electrical connection” is formed by the indirect connection between other electronic equipment/devices/elements.

Referring to FIG. 1 , an embodiment of the novel service system 1 is suitable for being applied to a business institution, and in the application of this embodiment, the business institution is a banking institution. However, this embodiment can also be applied to other business institutions that need to provide on-site services (eg, maintenance, medical care, etc.) by dedicated personnel, and is not limited to the aforementioned banking institutions.

The service system 1 includes a contractor user terminal 11 and a self-service electronic device 12 electrically connected to the contractor user terminal 11 through a network. Moreover, the self-service electronic device 12 is suitable for connecting with a reservation data server 5 through the network. circuit connection. Among them, the reservation data server 5 is a server managed by the business organization, and is used to store the reservation data for the customer to go to a physical business place of the business organization to handle financial business through the network, wherein the A physical place of business is, for example, a physical branch of the banking institution.

The contractor user 11 is a computer device suitable for operation by a contractor user 101 working in the business organization, and the contractor user 11 includes, for example, a central processing unit (not shown in the figure), and is electrically connected to the A data storage device (such as a hard disk), a screen, a keyboard, a mouse and a video camera of the central processing unit.

The self-service electronic device 12 is disposed at the physical business premises of the business establishment, and is suitable for operation by a customer user 102 located at the physical business premises. More specifically, in this embodiment, the self-service electronic device 12 is, for example, disposed in the branch hall of the physical branch of the banking institution, but not limited thereto.

The self-service electronic device 12 includes a processing unit 121 suitable for being electrically connected to the reservation data server 5 , a storage unit 122 , an input unit 123 , an output unit 124 and a photographing unit electrically connected to the processing unit 121 . unit 125.

The processing unit 121 is a central processing unit with data operation and processing functions. However, in other embodiments, the processing unit 121 can also be implemented as a combination of a plurality of central processing units. The storage unit 122 is a data storage device for storing digital data, and may be, for example, a hard disk. However, in other embodiments, the storage unit 122 may also be implemented as different kinds of computer-readable recording media , or a combination of multiple computer-readable recording media. The input unit 123 includes a touch panel 126 electrically connected to the processing unit 121 , and a barcode scanner 127 disposed on the body (not shown) of the self-service electronic device 12 . It should be added that in different embodiments, the input unit 123 may further include a microphone electrically connected to the processing unit 121 , and the touch panel 126 may also be replaced by a combination of a keyboard and a mouse . The output unit 124 is a screen, and the screen is implemented as a touch screen together with the touch panel 126 of the input unit 123 in this embodiment, but it is not limited thereto. In addition, in other embodiments, the output unit 124 may further include a speaker electrically connected to the processing unit 121 . The photographing unit 125 is a video lens disposed on the main body of the self-service electronic device 12 .

In this embodiment, the storage unit 122 stores a real-time communication module that can be run by the processing unit 121, and a plurality of application electronic forms corresponding to various businesses.

In this embodiment, the instant communication module is implemented by, for example, natural language processing (Natural Language Processing, NLP for short) technology. More specifically, the real-time communication module can receive text/voice messages, perform natural language understanding (Natural Language Understanding) on the received text/voice messages, and then perform natural language generation (Natural Language Understanding) according to the result of natural language understanding. Language Generation) to generate responses in natural language. Thus, by running the real-time communication module, the processing unit 121 can communicate with the client user 102 in natural language through the output unit 124 and the input unit 123 . Since the natural language processing technology utilized by the instant communication module can be achieved by using the prior art, the details thereof will not be described in excessive detail here.

These electronic application forms are electronic files corresponding to various financial services, and such financial services include, but are not limited to, domestic cash remittance, agreed account setting, financial account opening, and online banking account opening. , but not limited to this.

It should be added that, in an actual implementation form, the number of the hosting client 11 and the self-service electronic device 12 included in the service system 1 may be multiple, and the processing unit 121 of each self-service electronic device 12 It can be electrically connected to any one of the hosting user terminals 11 , and is also suitable for being electrically connected to the reservation data server terminal 5 .

In the following, it is assumed that the customer user 102 shown in FIG. 1 wants to use the service system 1 of this embodiment to handle one of the specific services (for example: domestic cash remittance) among the financial services, and this embodiment is described as an example. how the service system 1 works.

First, the processing unit 121 obtains, through the input unit 123, a basic application information related to a specific business, wherein the basic application information includes, for example, at least a type of application business (such as domestic cash remittance) and a pair of corresponding customer users. 102 identification information (such as name, ID number).

More specifically, in the case that the customer user 102 "has not" pre-registered the specific business he wants to handle online, the processing unit 121 obtains the basic information of the application by controlling the output unit 124 to display the application The application electronic form (for example, a domestic cash remittance electronic form) corresponding to the specific business in the electronic form, and the customer user 102 is allowed to use the touch panel 126 of the input unit 123 to fill in the application electronic form, and then, The processing unit 121 then generates the basic application data according to the edited result of the application electronic form.

On the other hand, in the case that the customer user 102 “has” pre-registered the specific business he wants to handle online, the processing unit 121 obtains the basic information of the application by controlling the barcode scanner 127 of the input unit 123 Scan a barcode to obtain a reservation identification number included in the barcode, and then query the reservation data server 5 according to the reservation identification number to obtain the reservation data server 5 corresponding to the reservation identification number. Basic application information. To be more specific, if the customer user 102 has pre-registered the specific business he wants to handle on the Internet before arriving at the physical business place, the basic application information corresponding to the reservation identification number will be pre-stored. into the reservation data server 5, and the barcode is provided to the mobile phone of the customer user 102 for storage after the customer logs in to the Internet, so that the customer user 102 can reach the physical business place. Operate the mobile phone to display the barcode for the barcode scanner 127 of the input unit 123 to scan. It should be added that how the client user 102 pre-registers on the Internet so that the basic application information is provided to the reservation data server 5 for storage is not the technical focus of this patent specification, so the details are not described in excessive detail here.

After the processing unit 121 obtains the basic application information, the processing unit 121 runs the real-time communication module, and outputs one or more questions related to the specific business through the output unit 124 by running the real-time communication module messages, and receive one or more reply messages related to the question messages through the touch panel 126 of the input unit 123 . In addition, the processing unit 121 also generates a pair of application detail data corresponding to the basic information of the application according to the reply messages. Wherein, the application detail data includes, for example, a plurality of application detail abstracts respectively corresponding to the question messages, and the content indicated by the application detail abstracts is that the processing unit 121 operates the real-time communication module according to the corresponding information. It is determined by the semantics of the reply message.

More specifically, in this embodiment, the processing unit 121 determines which question messages to output according to the application business category of the application basic information, and the processing unit 121 outputs the question messages, for example, by controlling the The output unit 124 displays a dialog window, and presents the question messages to be output in the dialog window one by one for the client user 102 to view. Moreover, the customer user 102 can use the touch panel 126 of the input unit 123 to respond to the question messages one by one in the dialog window, that is, operate the touch panel 126 to generate the reply messages to the processing unit 121 .

Taking the specific business of "domestic cash remittance" as an example, the question messages may include, but are not limited to, "Are you sending money for yourself or for others?", "Do you send money to a public welfare organization?", "Do you want to remit money by account or in cash?", "Has the remittance application form been filled out and stamped?", "What is the amount of your remittance this time?", and "Do you have unused fee discounts?" , would you like to deduct this fee for you?", but not limited to this. Further, one of the application detail summaries included in the application detail information, for example, represents "remit money for yourself", and corresponds to the question message "Do you send money for yourself or for others?".

It should be noted that, in other embodiments, after the processing unit 121 controls the output unit 124 to output one of the question messages, the processing unit 121 may control the output unit 124 to display a plurality of options corresponding to the question message for the The customer user 102 selects one of the options through the touch panel 126 of the input unit 123 to generate a corresponding reply message. Alternatively, in the embodiment in which the output unit 124 and the input unit 123 respectively include a speaker and a microphone, the processing unit 121 may output the question messages by controlling the speaker to output voice, and receive the reply in the form of voice through the microphone message. Therefore, the manner in which the processing unit 121 outputs the question message and receives the reply message is not limited to this embodiment.

After the processing unit 121 generates the application detail data by running the real-time communication module, the processing unit 121 then generates a business application request including the application basic information and the application detail information, and transmits the business application request to the use terminal 11 of the contractor.

When the undertaking user terminal 11 receives the business application request from the processing unit 121 of the self-service electronic device 12, the undertaking user terminal 11, for example, according to the operation of the undertaking user 101, bases the application in the service application request. The information and application details information are displayed for the contractor user 101 to confirm whether the content of the application basic information and the application details information conforms to the business specification, and whether there are any omissions or errors.

Moreover, after receiving the service application request, the undertaking user 11, for example, also transmits an instant messaging request to the processing unit 121 of the self-service electronic device 12 according to the operation of the undertaking user 101, wherein the instant messaging request is, for example, Contains a link to a web virtual meeting room.

After the processing unit 121 of the self-service electronic device 12 receives the instant messaging request from the hosting user 11, the processing unit 121, for example, according to the operation of the touch panel 126 by the customer user 102 (for example, clicking on the website The link of the virtual conference room) to agree to the instant messaging request, and control the shooting unit 125 to start up according to the instant messaging request, and establish a two-way video communication between itself and the hosting client 11 . Thereby, the client user 102 and the contractor user 101 can communicate with each other through the two-way video communication between the self-service electronic device 12 and the contractor user 11 , so that the contractor user 101 can communicate with the client user 102 to each other. Processes such as identity verification and business details confirmation are carried out.

Finally, after the two-way video communication between the hosting user 11 and the self-service electronic device 12 ends, the hosting user 11 executes the application according to the operation of the hosting user 101, the basic application information and the application detail information, for example. A pair of business undertaking procedures in response to the business application request to complete the specific business (eg domestic cash remittance) applied for by the client user 102 .

It is added that if the specific business subscribed by the customer user 102 involves the transfer of physical items (for example, to deliver cash for remittance to the business organization, or to provide paper documents for the customer user 102 to sign, etc.) ), the described physical items are, for example, assisted in delivery by the field service personnel working in the business organization, but this part is not the focus of this patent specification, so it will not be described in detail.

To sum up, the service system 1 enables the customer user 102 to firstly operate the self-service electronic device 12 to generate the basic application information and the application detailed information after arriving at the physical business place of the business organization, and then include the application application information. The business application request of the basic information and the application details is sent to the contractor user 11 for review and processing by the contractor user 101. In this way, this embodiment can avoid the need for the counter service personnel to wait for the customer to fill in the paper documents at the counter. Therefore, it can reduce the queuing time of other customers and improve the service efficiency of the physical business premises of the business organization, so it can indeed achieve the purpose of this new model.

However, the above are only examples of the present invention, which should not limit the scope of the present invention. Any simple equivalent changes and modifications made according to the scope of the patent application for this new model and the contents of the patent specification are still within the scope of the present invention. within the scope of this new patent.

1: Service system

11: Undertaking the user side

12: Self-service electronic devices

121: Processing unit

122: storage unit

123: Input unit

124: output unit

125: Shooting unit

126: Touch Panel

127: Barcode Scanner

5: Reservation data server

101: Undertaking users

102: Customer User

Other features and effects of the present invention will be clearly presented in the embodiments with reference to the drawings, wherein: FIG. 1 is a block diagram exemplarily showing an embodiment of the service system of the present invention.

1: Service system

11: Undertaking the user side

12: Self-service electronic devices

121: Processing unit

122: storage unit

123: Input unit

124: Output unit

125: Shooting unit

126: Touch Panel

127: Barcode Scanner

5: Reservation data server

101: Undertaking users

102: Customer User

Claims (5)

A service system, suitable for being applied to a business institution; the service system comprising: a contractor user terminal, suitable for operation by a contractor user of the business institution; and a self-service electronic device, electrically connected with the contractor user terminal, The self-service electronic device is arranged in a physical business place of the business organization and is suitable for operation by a customer user located in the entity business place. The self-service electronic device includes: a processing unit; a storage unit, electrically connected to the processing unit, storing a a real-time communication module that can be run by the processing unit; an input unit, electrically connected to the processing unit; and an output unit, electrically connected to the processing unit; wherein the processing unit is used to: obtain an information related to the processing unit through the input unit basic information of a specific business application; by running the real-time communication module, outputting one or more question messages related to the specific business through the output unit, and receiving one or more questions related to the specific business through the input unit A reply message to the question message, and according to the reply message, a pair of application details that should be the basic information of the application is generated; A business application request including the basic application information and the application details is generated, and the business application request is sent to the A hosting user terminal, so that the hosting user terminal can output the basic application information and the application detailed information. The service system according to claim 1, wherein: the self-service electronic device further comprises a photographing unit that is electrically connected to the processing unit; the contractor user is configured to send an instant messaging request to the service application request after receiving the service application request. The processing unit of the self-service electronic device; the processing unit of the self-service electronic device is also used to control the shooting unit to start according to the instant messaging request, and establish a two-way video communication between itself and the contractor user. The service system according to claim 2, wherein after the two-way video communication with the self-service electronic device ends, the undertaking user terminal is configured to execute a corresponding business application according to the application basic information and the application detail information Requested business contractor. The service system according to claim 1, wherein: the storage unit further stores an application electronic form related to the specific business; and the processing unit obtains the application basic information by controlling the output unit to display the application electronic form The application form is generated, and the application basic information is generated according to the result of editing the application electronic form through the input unit. According to the service system of claim 1, the self-service electronic device is adapted to be electrically connected to a reservation data server, wherein: the input unit includes a barcode scanner electrically connected to the processing unit; the processing unit obtains the application basic The data method is to control the barcode scanner to scan a barcode and obtain a reservation identification number included in the barcode, and then obtain the application basic information from the reservation data server according to the reservation identification number.

Images