WO2019071740A1

WO2019071740A1 - Service processing method and apparatus, readable storage medium and terminal device

Info

Publication number: WO2019071740A1
Application number: PCT/CN2017/112627
Authority: WO
Inventors: 李长缤
Original assignee: 平安科技（深圳）有限公司
Priority date: 2017-10-13
Filing date: 2017-11-23
Publication date: 2019-04-18
Also published as: CN107862402A

Abstract

The present application relates to the technical field of computers, and in particular, to a service processing method and apparatus, a readable storage medium and a terminal device. The method comprises: when it is detected that a user handles a target service, obtain first identity information of the user, and begin to process the target service after the first identity information is verified successfully; update and display service data and the processing progress of the target service as well as the operation state of a self-service processing terminal at a preset time interval; if the operation state of the self-service processing terminal is abnormal before the processing of the target service is completed, assign a manual counter capable of continuing processing the target service to the user; send the related data to a counter terminal of the manual counter, the manual counter continues processing the target service according to the related data without handling the target service for the user again from the beginning. Therefore, the time of the user is greatly saved.

Description

Business processing method, device, computer readable storage medium and terminal device

[0001] The present application claims the priority of the Chinese patent application entitled "A Business Processing Method and Terminal Equipment", which is filed on October 13, 2017, with the application number CN 201710953132.X, the overall content of the Chinese patent application is The manner of reference is incorporated in the present application.

Technical field

The present application relates to the field of computer technologies, and in particular, to a service processing method, apparatus, computer readable storage medium, and terminal device.

Background technique

[0003] After users conduct business in institutions such as banks, housing management bureaus, tax bureaus, etc., these related organizations generally provide self-service processing terminals for users to use. For example, banks will provide ATM machines, and the Housing Authority will provide real estate certification equipment. The tax bureau will provide tax payment certificate equipment, etc. Users can complete various business operations directly on the self-service business processing terminal, which is fast and efficient. However, if the user fails in the process of handling the business, the service cannot be processed normally, and the user needs to go to the manual counter to handle the service from the beginning, which is labor-intensive and affects the user experience.

technical problem

[0004] In view of this, the embodiments of the present application provide a service processing method, apparatus, computer readable storage medium, and terminal device, to solve the problem that a user needs to perform a service from the beginning in the case of switching from a self-service processing terminal to a manual counter. , a problem that is labor intensive and affects the user experience.

Problem solution

Technical solution

A first aspect of the embodiments of the present application provides a service processing method, which may include:

[0006] After detecting that the user handles the target service, acquiring the first identity information of the user, and after the obtained first identity information is verified, the target service is initially processed;

[0007] updating and displaying the service data of the target service, the processing progress, and the running status of the self-service processing terminal every preset time interval;

[0008] If the running state of the self-service processing terminal is abnormal before the target service processing is completed, And then designating, for the user, a manual counter that processes the target service;

Receiving second identity information sent by the counter terminal of the manual counter, where the second identity information is obtained by the counter terminal from the mobile terminal of the user;

[0010] if the second identity information is consistent with the first identity information, sending the current service data and processing progress of the target service to the counter terminal of the manual counter, so that the manual counter follows the current The service data and the processing progress continue to process the target service.

[0011] A second aspect of the embodiments of the present application provides a computer readable storage medium, where the computer readable storage medium is stored, and the computer readable instructions are executed by a processor, and the following steps are implemented:

[0012] After detecting that the user handles the target service, acquiring the first identity information of the user, and after the obtained first identity information is verified, the target service is initially processed;

[0013] updating and displaying the service data of the target service, the processing progress, and the running status of the self-service processing terminal, every preset time interval;

[0014] if an abnormality occurs in the running state of the self-service processing terminal before the completion of the target service processing, specifying, for the user, a manual counter that processes the target service;

[0015] receiving second identity information sent by the counter terminal of the manual counter, where the second identity information is obtained by the counter terminal from the mobile terminal of the user;

[0016] if the second identity information is consistent with the first identity information, sending the current service data and processing progress of the target service to the counter terminal of the manual counter, so that the manual counter follows the current The service data and the processing progress continue to process the target service.

[0017] A third aspect of the embodiments of the present application provides a service processing terminal device, including a memory, a processor, and computer readable instructions stored in the memory and operable on the processor, the processing The computer executes the computer readable instructions to implement the following steps:

[0018] After detecting that the user performs the target service, acquiring the first identity information of the user, and after the obtained first identity information is verified, the target service is initially processed;

[0019] updating and displaying the service data of the target service, the processing progress, and the running status of the self-service processing terminal every preset time interval;

[0020] if the running state of the self-service processing terminal is abnormal before the target service processing is completed, And then designating, for the user, a manual counter that processes the target service;

[0021] receiving second identity information sent by the counter terminal of the manual counter, where the second identity information is obtained by the counter terminal from the mobile terminal of the user;

[0022] if the second identity information is consistent with the first identity information, sending the current service data and processing progress of the target service to the counter terminal of the manual counter, so that the manual counter follows the current The service data and the processing progress continue to process the target service.

[0023] A fourth aspect of the embodiments of the present application provides a service processing apparatus, which may include:

[0024] a first identity information acquiring module, configured to: after detecting that the user performs the target service, obtain the first identity information of the user, and after the obtained first identity information is verified, the process is started. Target business;

[0025] a data obtaining module, configured to update and display service data of the target service, a processing progress, and an operating state of the self-service processing terminal, every preset time interval;

[0026] a connection counter specifying module, configured to: if the operation state of the self-service processing terminal is abnormal before the target service processing is completed, specify, for the user, a manual counter that processes the target service

[0027] a second identity information receiving module, configured to receive second identity information sent by the counter terminal of the manual counter, where the second identity information is obtained by the counter terminal of the manual counter from the mobile terminal of the user of;

[0028] a connection processing module, configured to: if the second identity information is consistent with the first identity information, send the current service data and processing progress of the target service to a counter terminal of the manual counter, so that The manual counter successively processes the target service according to the current service data and the processing progress. Advantageous effects of the invention

Beneficial effect

[0029] The beneficial effects of the embodiment of the present application compared with the prior art are: After detecting that the user handles the target service, the embodiment of the present application acquires the first identity information of the user, and obtains the first After the identity information is verified, the target service is processed, and the service data of the target service, the processing progress, and the running status of the self-service processing terminal are updated and displayed every preset time interval. Before the target service processing is completed, the running status of the self-service processing terminal is abnormal, Designating, for the user, a manual counter that processes the target service, the manual counter, after processing the service, acquires second identity information of the user currently handling the service, if the second identity information and the first identity If the information is consistent, the current user is the user who handles the target service, and then the current business data and processing progress of the target service are sent to the counter terminal of the manual counter, and the manual counter can follow the current The service data and the processing progress continue to process the target service, and it is not necessary to re-apply the target service for the user from the beginning, which greatly saves the user's time, and enables the user to obtain a better service experience.

Brief description of the drawing

DRAWINGS

[0030] In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings to be used in the embodiments or the prior art description will be briefly described below. Obviously, the drawings in the following description are merely Some embodiments of the present application can also obtain other figures from those skilled in the art without departing from the drawings.

1 is a flowchart of an embodiment of a service processing method according to an embodiment of the present application;

[0032] FIG. 2 is a schematic flow chart of a service processing method step S101 in an application scenario according to an embodiment of the present application;

[0033] FIG. 3 is a schematic flow chart of a service processing method step S103 in an application scenario according to an embodiment of the present application;

[0034] FIG. 4 is a schematic flowchart of a service processing method for providing a user with a guide according to an embodiment of the present disclosure; [0035] FIG. 5 is a schematic block diagram of a service processing terminal device according to an embodiment of the present disclosure;

6 is a block diagram of a service processing computer readable instruction according to an embodiment of the present application.

Embodiments of the invention

[0037] In order to make the object, the features and the advantages of the present invention more obvious and understandable, the technical solutions in the embodiments of the present application will be clearly and completely described in the following with reference to the accompanying drawings in the embodiments of the present application. The embodiments described below are only a part of the embodiments of the present application, and not all of them. All other embodiments obtained by a person of ordinary skill in the art based on the embodiments of the present application without departing from the inventive scope are the scope of the present application. [0038] The execution body of the embodiment of the present application is a back-end server that establishes a communication connection with the self-service processing terminal and the counter terminal of the manual counter, and the running state of the self-service processing terminal occurs when the user performs the target service through the self-service processing terminal. Abnormally, the user is designated to manually process the manual counter of the target service, and the related data is sent to the counter terminal of the manual counter, and the manual counter can process the target service according to the data, without having to follow the head The target business is re-applied for the user.

[0039] Please refer to FIG. 1. One embodiment of a service processing method in this embodiment of the present application may include:

[0040] Step S101: After detecting that the user handles the target service, obtaining the first identity information of the user.

[0041] Preferably, step S101 may specifically include the steps shown in FIG. 2:

[0042] Step S1011: Generate a service two-dimensional code corresponding to the target service, and display the same to the user by using the self-service processing terminal.

[0043] Step S1012: After the mobile terminal of the user scans the service two-dimensional code, establish a communication connection with the mobile terminal of the user.

[0044] Step S1013: Receive the first identity information sent by the mobile terminal of the user.

[0045] For example, the user first selects a service that needs to be handled on the self-service processing terminal, that is, the target service, and the background server automatically generates a corresponding service two-dimensional code, and displays the same through the self-service processing terminal. User, here, the user can scan the service QR code using WeChat or other specified APP, thereby establishing a communication connection between the background server and the user's mobile terminal, and then the background server requests the user through the user's mobile terminal. The authorization background server obtains its identity information. If the user confirms the authorization, the user's mobile terminal sends the identity information of the user (ie, the first identity information) to the background server. The user's identity information may include the user's ID number, cell phone number, and/or micro-signal.

[0046] after the obtained first identity information is verified, the target service is initially processed.

[0047] Step S102: Update and display the service data of the target service, the processing progress, and the running status of the self-service processing terminal, every preset time interval.

[0048] The inter-turn interval may be set according to an actual situation, which is not specifically limited in this embodiment. In general, in order to ensure the accessibility of information, it is advisable to set it within 1 minute.

[0049] After each operation, the background server first acquires the running status of the self-service processing terminal, and ensures The operation is good, and if there is no abnormality, the business data and processing progress of the target service are acquired. If the content acquired this time is the same as the content acquired last time, the user has not operated in the interval. There is no need to update the content. If the content obtained this time is different from the content obtained last time, it means that the user has performed a new operation at the interval, and needs to update the content, and replace the last acquisition with the content acquired this time. Content.

[0050] For example, if a service processing can be divided into 10 steps, and the current user completes the first 6 steps, the server records that the current service processing has completed 6 steps and records the business records in the steps. Down, for example, user identity information, business information, facial recognition information, and the like. If the self-service business processing terminal runs normally, the entire business process is completed on the self-service processing terminal.

[0051] Step S103: If an abnormality occurs in the running state of the self-service processing terminal before the target service processing is completed, specify, for the user, a manual counter that processes the target service.

[0052] Preferably, step S103 may specifically include the steps shown in FIG. 3:

[0053] Step S1031: Determine whether the first identity information of the user is retrieved in the preset preferred user information list.

[0054] If the first identity information of the user is retrieved in the preferred user information list, step S1 032 is performed, and if the first identity information of the user is not retrieved in the preferred user information list, Then step S1033 is performed.

[0055] Step S1032: The preset preferred user manual counter is determined as a manual counter that successively processes the target service.

[0056] Generally, a VIP user, a partner unit user, that is, a list of information of the preferred user is stored in the background server, and when the first identity information of the user is retrieved in the information list, Arranged to the VIP counter, the green channel counter, that is, the preferred user manual counter for processing, the number of the preferred user manual counters may be determined according to the number of preferred users in the information list, specifically, the ratio of the two may be set Coefficient relationship, for example, set the scale factor to 1/100. If there are 100 preferred users, you only need to set one preferred user manual counter. If there are 1000 preferred users, you need to set 10 preferred user manual counters. . The above is only an example of the value of the proportional coefficient, rather than limiting it. In the specific use, the value can be adjusted according to the actual situation to ensure the user. Get fast, efficient and quality service.

[0057] Step S1033: Extract a service category in the target service.

[0058] Step S1034: Screening a manual counter corresponding to the service category in a manual counter other than the preferred user manual counter.

[0059] In this embodiment, in order to provide a more convenient and more professional service, the manual counters can be classified according to the service category, and each manual counter only processes a single service, thereby avoiding the tellers constantly in various business situations. Switch to improve its work efficiency.

[0060] Step S1035: Obtain the number of services to be processed by the selected manual counter and the average processing length.

[0061] The number of services to be processed may be determined according to the number of the number. For example, if a manual counter is starting to process the service with the number 001, and the current maximum number is 004, the pending processing may be determined. The number of transactions is 4.

[0062] The average processing length is obtained according to the historical business processing record statistics of the selected manual counter in a preset inter-segment, and the inter-segment may be 1 day, 1 week, or January, for example, If a manual counter has processed 5 businesses in the previous day, and the processing length is 70 minutes, 90 minutes, 100 minutes, 80 minutes, and 85 minutes, the average processing length is (70+90). +100+80+85) /5=85 minutes.

[0063] Step S1036: Estimating the total processing length required for the selected manual counter according to the number of services to be processed by the selected manual counter and the average processing length.

[0064] The total processing length required is equal to the product of the number of services to be processed and the average processing length.

[0065] Step S1037: Determine a manual counter with the shortest total length of processing in the selected manual counter as a manual counter that continuously processes the target service.

[0066] That is, the user selects the shortest manual counter that is required to wait for the day.

[0067] Step S104: Receive second identity information sent by the counter terminal of the manual counter.

[0068] The second identity information is obtained by the counter terminal of the manual counter from the mobile terminal of the user.

Specifically, after the manual counter that is connected to the user is specified, the background server generates a corresponding user two-dimensional code according to the first identity information of the user, and sends the user two-dimensional code to the user's mobile terminal. When the preceding services to be processed have been processed, and the user is in charge of the business, the user may provide the user's two-dimensional code to the manual counter, and the counter terminal of the manual counter may scan the user. The dimension code acquires the identity information of the user, that is, the second identity information, and sends the second identity information to the background server for verification. [0069] It can be seen from the above description that the first identity information is information such as a user's ID number, a mobile phone number, and/or a micro signal obtained by the self-service processing terminal, and the second identity information is by the manual. The information such as the user's ID number, mobile phone number, and/or micro-signal obtained by the counter terminal of the counter, taking the mobile phone number as an example, if the mobile phone number in the second identity information is the same as the mobile phone number in the first identity information And determining that the second identity information is consistent with the first identity information.

[0070] Step S105: If the second identity information is consistent with the first identity information, send the current service data and processing progress of the target service to the counter terminal of the manual counter.

[0071] The manual counter can process the target service according to the current service data and the processing progress, and does not need to handle the service from the beginning, but continues the current processing progress for the user to handle the business, saving the user's time. Avoid unnecessary process consumption. For example, if a service can be divided into 10 steps, the user completes the first 6 steps on the self-service processing terminal, and then the user is transferred to the manual counter due to the failure of the self-service processing terminal, the manual counter only needs to continue. Complete the next 4 steps

[0072] Preferably, after the manual counter is specified for the user in step S103, the step of providing guidance to the user as shown in FIG. 4 may also be included:

[0073] Step S401: Obtain a preset indoor floor plan, a location of the self-service processing terminal, and a location of the manual counter.

[0074] Generally, the indoor floor plan, the location of the self-service processing terminal, and the location of the manual counter are fixed, and the information may be stored on a designated storage device, and the information is changed.吋, it should also be updated synchronously to this storage device.

[0075] Step S402: Determine an optimal path from the location of the self-service processing terminal to the location of the manual counter according to the indoor floor plan, the location of the self-service processing terminal, and the location of the manual cabinet.

[0076] First, according to the indoor floor plan, traverse all feasible routes from the location of the self-service processing terminal to the location of the manual counter, and then select the route with the shortest route from the feasible route as the optimal route path.

[0077] Step S403, identifying, in the indoor plan view, a location of the self-service processing terminal, a location of the manual counter, and the optimal path. [0078] Step S404: Send the identified indoor floor plan to the mobile terminal of the user.

[0079] The user can conveniently and quickly find the manual counter according to the optimal path.

[0080] In summary, after detecting that the user handles the target service, the embodiment of the present application acquires the first identity information of the user, and after the obtained first identity information is verified, the process begins. And the target service, the service data of the target service, the processing progress, and the running status of the self-service processing terminal are updated and displayed every preset time interval, and the self-service is performed before the target service processing is completed. If the operating state of the processing terminal is abnormal, the user is designated to manually process the manual service of the target service, and the manual counter processes the service, and obtains the second identity information of the user currently handling the service, if the first If the identity information is consistent with the first identity information, the current user is the user who handles the target service, and then the current service data and processing progress of the target service are sent to the counter terminal of the manual counter. The manual counter may continue to process the target according to the current service data and the processing progress. Service, without having to re-starts its rationale for the user to re-do of the target business, which greatly saves the user between the inch, so that users get a better service experience.

[0081] Corresponding to the service processing method described in the foregoing embodiment, FIG. 5 is a schematic block diagram of the service processing terminal device provided by the embodiment of the present application. For the convenience of description, only the related to the embodiment of the present application is shown. section.

[0082] In this embodiment, the service processing terminal device may be a computing device such as a desktop computer, a notebook, a palmtop computer, or a cloud server. The service processing terminal device can include: a processor 50, a memory 51, and computer readable instructions 52 stored in the memory 51 and executable on the processor 50.

The processor 50 may be a central processing unit (CPU), or may be another general-purpose processor, a digital signal processor (DSP), or an application specific integrated circuit (Application Specific Integrated Circuit, ASIC), field programmable gate array

(Field-Programmable Gate Array, FPGA) or other programmable logic device, discrete gate or transistor logic device, discrete hardware components, etc. The general purpose processor may be a microprocessor or the processor or any conventional processor or the like.

[0084] The memory 51 may be an internal storage unit of the service processing terminal device 5, such as a hard disk or a memory of the service processing terminal device 5. The memory 51 may also be an external storage device of the service processing terminal device 5, for example, a plug-in hard disk provided on the service processing terminal device 5, and an intelligent memory card ( Smart Media Card, SMC), Secure Digital (SD) card, Flash Card, etc. Further, the memory 51 may also include both an internal storage unit of the service processing terminal device 5 and an external storage device. The memory 51 is used to store the computer readable instructions and other computer readable instructions and data required by the business processing terminal device 5. The memory 51 can also be used to temporarily store data that has been output or is about to be output.

Please refer to FIG. 6, which is a block diagram of computer readable instructions 52 provided by an embodiment of the present application. In this embodiment, the computer readable instructions 52 may be segmented into one or more computer readable instruction modules, the one or more computer readable instruction modules being stored in the memory 51, and The processor 50 executes to complete the application. For example, in FIG. 6, the computer readable instructions 52, that is, the business process computer readable instructions, may be segmented into a first identity information acquisition module 601, a data acquisition module 602, a connection counter designation module 603, and a second identity. The information receiving module 604 is connected to the processing module 60 5 . A computer readable instruction module as referred to in this application refers to a sequence of instructions for a series of computer readable instructions capable of performing a particular function. The following description will specifically describe the functions of the computer readable instruction modules 601-605.

[0086] The first identity information obtaining module 601 is configured to: after detecting that the user handles the target service, obtain the first identity information of the user, and after the obtained first identity information is verified, the processing device is started. Target business

[0087] The data obtaining module 602 is configured to update and display the service data of the target service, the processing progress, and the running status of the self-service processing terminal, every preset time interval;

[0088] a connection counter designation module 603, configured to: if the operation state of the self-service processing terminal is abnormal before the target service processing is completed, specify, for the user, a manual counter that processes the target service;

[0089] The second identity information receiving module 604 is configured to receive second identity information sent by the counter terminal of the manual counter, where the second identity information is a counter terminal of the manual counter from the mobile terminal of the user Obtained

[0090] The connection processing module 605 is configured to: if the second identity information is consistent with the first identity information, send the current service data and processing progress of the target service to the counter terminal of the manual counter, so that The manual counter successively processes the target industry according to the current service data and the processing progress Business.

[0091] Further, the connection counter designation module 603 may include:

[0092] an identity information retrieving unit, configured to retrieve first user information of the user in a preset preferred user information list;

[0093] a preferred counter determining unit, configured to determine a preset preferred user manual counter as a manual counter for processing the target service if the first identity information of the user is retrieved in the preferred user information list ;

[0094] a service category extracting unit, configured to: if the first identity information of the user is not retrieved in the preferred user information list, extract a service category in the target service;

[0095] a manual counter screening unit, configured to screen a manual counter corresponding to the service category in a manual counter other than the preferred user manual counter;

[0096] The manual counter information obtaining unit is configured to obtain the number of services to be processed by the selected manual counter and the average processing length, and the average processing length is determined according to the selected manual counter in the preset interval Historical business processing record statistics obtained;

[0097] a total processing length estimating unit, configured to estimate, according to the number of services to be processed by the selected manual counter and the average processing length, the total processing length required for the selected manual counter;

And a continuation counter determining unit, configured to determine, in the selected manual counter, a manual counter with the shortest total length of the processing, as a manual counter that successively processes the target service.

[0099] Further, the computer readable instructions 52 may further include:

[0100] a location information obtaining module, configured to acquire a preset indoor floor plan, a location of the self-service processing terminal, and a location of the manual counter;

[0101] an optimal path determining module, configured to determine, according to the indoor floor plan, the location of the self-service processing terminal, and the location of the manual counter, a location from the location of the self-service processing terminal to the manual counter Optimal path

[0102] an identifier module, configured to identify, in the indoor plan view, a location of the self-service processing terminal, a location of the manual counter, and the optimal path;

[0103] a plan sending module, configured to send the identified indoor floor plan to the user's mobile terminal [0104] Further, the first identity information obtaining module 601 may include:

[0105] a service two-dimensional code generating unit, configured to generate a service two-dimensional code corresponding to the target service, and display the same to the user through the self-service processing terminal;

[0106] a communication connection establishing unit, configured to establish a communication connection with the mobile terminal of the user after the mobile terminal of the user scans the service two-dimensional code;

[0107] The first identity information receiving unit is configured to receive the first identity information sent by the mobile terminal of the user.

[0108] Further, the computer readable instructions 52 may further include:

[0109] a user two-dimensional code generating unit, configured to generate a corresponding user two-dimensional code according to the first identity information of the user;

[0110] a user two-dimensional code transmitting unit, configured to send the user two-dimensional code to the mobile terminal of the user, so that the counter terminal of the manual counter acquires the user's number by scanning the user two-dimensional code Two identity f π interest.

[0111] The functional units in the various embodiments of the present application 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. The integrated unit described above may be implemented in the form of hardware or in the form of a software functional unit.

[0112] The integrated unit, if implemented in the form of a software functional unit and sold or used as a standalone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present application, in essence or the contribution to the prior art, or all or part of the technical solution may be embodied in the form of a software product stored in a storage medium. A number of instructions are included to cause a computer device (which may be a personal computer, server, or network device, etc.) to perform all or part of the steps of the methods described in various embodiments of the present application. The foregoing storage medium includes: a USB flash drive, a removable hard disk, a read-only memory (ROM), a random access memory (RAM), a magnetic disk or an optical disk, and the like, which can store computer readable instructions. Medium.

The above-mentioned embodiments are only used to explain the technical solutions of the present application, and are not limited thereto; although the present application has been described in detail with reference to the foregoing embodiments, it will be understood by those skilled in the art that: The technical solutions described in the foregoing embodiments are modified, or some of the technical features are The equivalents of the technical solutions of the embodiments of the present application are not deviated from the spirit and scope of the technical solutions of the embodiments of the present application.

Claims

Claim

[Claim 1] A service processing method, which is applied to a self-service processing terminal, including: after detecting that a user handles a target service, acquiring first identity information of the user, and acquiring the first After the verification of the identity information is passed, the target service is processed; and the service data of the target service, the processing progress, and the running status of the self-service processing terminal are updated and displayed every preset time interval;

If an abnormality occurs in the operating state of the self-service processing terminal before the completion of the target service processing, designating, for the user, a manual counter that processes the target service; receiving a number sent by the counter terminal of the manual counter Two identity information, where the second identity information is obtained by the counter terminal from the mobile terminal of the user;

And if the second identity information is consistent with the first identity information, sending the current service data and processing progress of the target service to the counter terminal of the manual counter, so that the manual counter follows the current service The data and the processing progress continue to process the target service.

[Claim 2] The service processing method according to claim 1, wherein the manual counter for the user to specify to process the target service is:

Retrieving the first identity information of the user in a preset preferred user information list; if the first identity information of the user is retrieved in the preferred user information list, determining a preset preferred user manual counter as And a manual counter that processes the target service; if the first identity information of the user is not retrieved in the preferred user information list, extracting a service category in the target service;

Screening a manual counter corresponding to the business category in a manual counter other than the preferred user manual counter;

Obtaining the number of services to be processed by the selected manual counter and the average processing length, and the average processing length is obtained according to the historical business processing record statistics of the selected manual counter in the preset interval;

Estimating the total processing length required for the selected manual counter according to the number of services to be processed by the selected manual counter and the average processing length; The manual counter with the shortest total length of processing in the selected manual counter is determined as a manual counter that successively processes the target business.

[Claim 3] The service processing method according to claim 1, wherein after the manual counter for the user to process the target service is specified, the method further includes:

Obtaining a preset indoor floor plan, a location of the self-service processing terminal, and a location of the manual cabinet;

Determining an optimal path from a location of the self-service processing terminal to a location of the manual counter according to the indoor floor plan, the location of the self-service processing terminal, and the location of the manual counter;

Identifying, in the indoor floor plan, a location of the self-service processing terminal, a location of the manual counter, and the optimal path;

Sending the identified indoor floor plan to the user's mobile terminal.

[Claim 4] The service processing method according to claim 1, wherein the acquiring the first identity information of the user comprises:

Generating a service QR code corresponding to the target service and displaying the same to the user through the self-service processing terminal;

After the mobile terminal of the user scans the service QR code, establishing a communication connection with the mobile terminal of the user;

Receiving the first identity information sent by the user's mobile terminal.

[Claim 5] The service processing method according to any one of claims 1 to 4, further comprising: after designating, for the user, the manual counter that processes the target service, further comprising: according to the user The first identity information generates a corresponding user two-dimensional code;

Transmitting the user's two-dimensional code to the user's mobile terminal, so that the counter terminal of the manual counter acquires the second identity information of the user by scanning the user's two-dimensional code.

[Claim 6] A computer readable storage medium storing computer readable instructions, wherein the computer readable instructions are executed by a processor to implement the following steps:

After detecting that the user handles the target service, acquiring the first identity information of the user, and After the obtained first identity information is verified, the target service is processed; the service data of the target service, the processing progress, and the self-service processing terminal are updated and displayed every preset time interval. Operating status;

[Claim 7] The computer readable storage medium according to claim 6, wherein the manual counter that specifies the user to process the target service for the user includes:

Estimating the total length of processing required for the selected manual counter according to the number of services to be processed by the selected manual counter and the average processing length;

The manual counter with the shortest total length of processing in the selected manual counter is determined as a manual counter that successively processes the target business.

[Claim 8] The computer readable storage medium according to claim 6, wherein After the user specifies the manual counter that processes the target service, it also includes:

Sending the identified indoor floor plan to the user's mobile terminal.

The computer readable storage medium according to claim 6, wherein the acquiring the first identity information of the user comprises:

Receiving the first identity information sent by the user's mobile terminal.

[Claim 10] The computer readable storage medium according to any one of claims 6 to 9, wherein after the manual counter for the user to process the target service is further specified, The first identity information of the user generates a corresponding user two-dimensional code;

[Claim 11] A terminal device comprising a memory, a processor, and computer readable instructions stored in the memory and operable on the processor, wherein the processor executes the computer Read the command to achieve the following steps:

After detecting that the user performs the target service, acquiring the first identity information of the user, and after the obtained first identity information is verified, the target service is initially processed; every preset time interval, Updating and displaying the business data of the target business, processing And the operating status of the self-service processing terminal;

[Claim 12] The terminal device according to claim 11, wherein the manual counter for the user to specify to process the target service is:

[Claim 13] The terminal device according to claim 11, wherein after the manual counter is specified for the user to process the target service, the method further includes: acquiring a preset indoor floor plan, the self-service Processing the location of the terminal and the manual cabinet The location of the station;

Sending the identified indoor floor plan to the user's mobile terminal.

[Claim 14] The terminal device according to claim 11, wherein the acquiring the first identity information of the user includes:

Receiving the first identity information sent by the user's mobile terminal.

[Claim 15] The terminal device according to any one of claims 11 to 14, wherein, after the manual counter for the user to process the target service is specified, the method further includes: according to the user The first identity information generates a corresponding user two-dimensional code;

[Claim 16] A service processing apparatus, comprising:

The first identity information obtaining module is configured to: after detecting that the user performs the target service, obtain the first identity information of the user, and after the obtained first identity information is verified, the target service is initially processed;

a data obtaining module, configured to update and display service data of the target service, processing progress, and an operating status of the self-service processing terminal at intervals of a preset interval; and a connection counter specifying module, if Before the target service processing is completed, if the running status of the self-service processing terminal is abnormal, the user is designated to manually process the manual service of the target service; a second identity information receiving module, configured to receive second identity information sent by the counter terminal of the manual counter, where the second identity information is obtained by the counter terminal of the manual counter from the mobile terminal of the user;

a connection processing module, configured to: if the second identity information is consistent with the first identity information, send the current service data and processing progress of the target service to a counter terminal of the manual counter, so that the manual counter The target service is processed in accordance with the current service data and the processing progress.

[Claim 17] The service processing apparatus according to claim 16, wherein the connection counter specifying module comprises:

An identity information retrieval unit, configured to retrieve first identity information of the user in a preset preferred user information list;

Preferably, the counter determining unit is configured to: if the first identity information of the user is retrieved in the preferred user information list, determine a preset preferred user manual counter as a manual counter that continuously processes the target service;

a service category extracting unit, configured to: if the first identity information of the user is not retrieved in the preferred user information list, extract a service category in the target service; a manual counter screening unit, configured to Preferably, the manual counter corresponding to the service category is selected in a manual counter other than the user manual counter;

The manual counter information obtaining unit is configured to obtain the number of services to be processed and the average processing length of the selected manual counter, and the average processing length is based on the historical business of the selected manual counter in the preset inter-segment Processing the record statistics obtaining unit; the processing total length estimating unit is configured to estimate the total processing length required for the selected manual counter according to the number of the processed labor counters to be processed and the average processing length; a determining unit, configured to determine, in the selected manual counter, a manual counter having the shortest total processing length as a manual counter that successively processes the target business.

[Claim 18] The service processing apparatus according to claim 16, further comprising:

a location information obtaining module, configured to acquire a preset indoor floor plan, a location of the self-service processing terminal, and a location of the manual counter; An optimal path determining module, configured to determine an optimal position from the location of the self-service processing terminal to the manual counter according to the indoor floor plan, the location of the self-service processing terminal, and the location of the manual counter path;

An identification module, configured to identify, in the indoor plan view, a location of the self-service processing terminal, a location of the manual counter, and the optimal path; a floor plan sending module, configured to send the identified indoor floor plan To the user's mobile terminal.

[Claim 19] The service processing apparatus according to claim 16, wherein the first identity information acquiring module comprises:

a service two-dimensional code generating unit, configured to generate a service two-dimensional code corresponding to the target service, and display the same to the user by using the self-service processing terminal;

a communication connection establishing unit, configured to establish a communication connection with the mobile terminal of the user after the mobile terminal of the user scans the service two-dimensional code;

And a first identity information receiving unit, configured to receive the first identity information sent by the mobile terminal of the user.

[Claim 20] The service processing apparatus according to any one of claims 16 to 19, further comprising:

a user two-dimensional code generating unit, configured to generate a corresponding user two-dimensional code according to the first identity information of the user;

a user QR code sending unit, configured to send the user two-dimensional code to the user's mobile terminal, so that the counter terminal of the manual counter obtains the second identity information of the user by scanning the user two-dimensional code .