CN108877097B - Method, system and equipment for positioning card retaining and account error of self-service equipment - Google Patents
Method, system and equipment for positioning card retaining and account error of self-service equipment Download PDFInfo
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- CN108877097B CN108877097B CN201810413318.0A CN201810413318A CN108877097B CN 108877097 B CN108877097 B CN 108877097B CN 201810413318 A CN201810413318 A CN 201810413318A CN 108877097 B CN108877097 B CN 108877097B
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- G—PHYSICS
- G07—CHECKING-DEVICES
- G07F—COIN-FREED OR LIKE APPARATUS
- G07F19/00—Complete banking systems; Coded card-freed arrangements adapted for dispensing or receiving monies or the like and posting such transactions to existing accounts, e.g. automatic teller machines
- G07F19/20—Automatic teller machines [ATMs]
- G07F19/209—Monitoring, auditing or diagnose of functioning of ATMs
Abstract
The invention discloses a method, a system and equipment for positioning card retaining and account error of self-service equipment. According to an embodiment of the present invention, the method may include: acquiring a card number and transaction time of a customer; inquiring card retaining information according to the card number; and positioning the self-service equipment for card swallowing according to the inquired card swallowing information. Based on the embodiment of the invention, the customer service personnel can quickly position the problems of card swallowing and wrong account of the self-service equipment through the self-service equipment monitoring and management system, thereby greatly shortening the time of positioning problems compared with the prior art, being beneficial to appeasing the emotion of customers and improving the satisfaction degree of the customers.
Description
The application is a divisional application of Chinese patent application with the application date of 2016, 1, 8 and the application number of 201610011567.8.
Technical Field
The invention relates to the technical field of self-service provision, in particular to a method, a system and equipment for positioning card retaining and account error of self-service equipment.
Background
According to the reflection of bank customer service staff, the problems of receiving customer complaint self-service equipment at present mainly focus on two aspects: one is the problem of card swallowing and the other is the problem of wrong account.
Card-swallowing, by analysis, is generally caused by two reasons: firstly, automatically recovering a card when a card reader of the self-service equipment fails; and secondly, after the customer finishes the transaction, the self-service equipment withdraws the card, but the customer forgets to take the card, so that the card is recovered.
The miscount is generally caused by the following three reasons: firstly, after the self-service equipment discharges bank notes, a customer does not take the bank notes, so that the bank notes are automatically recycled; secondly, when the self-service equipment enters and exits the bank notes, hardware faults occur, and the bank notes are automatically recycled; and thirdly, the background host computer breaks down, the bank notes are judged to be risky, and the bank notes are automatically recovered.
When the above situations occur, the customer may make a call to a bank customer to service a telephone complaint or confirm whether the fund is safe. The current solution is that customer service personnel usually replies to the customer, contacts the relevant personnel as soon as possible to locate the problem, and generates a relevant problem work order in the work order system of the customer. When the problem worker flow is transferred to the mechanism to which the self-service equipment belongs, corresponding equipment management personnel verify the problem on the site of the equipment. According to the existing solution, a problem generally takes 1 to 5 days from occurrence to positioning, the consumed time is long, and the customer satisfaction is not high.
Disclosure of Invention
In view of the above defects in the prior art, embodiments of the present invention provide a method, a system, and a device for locating card-swallowing and account-mistaking of a self-service device.
According to an embodiment of the invention, a method for positioning a card-retaining problem of self-service equipment by a self-service equipment monitoring management system is provided. The method may include: acquiring a card number and transaction time of a customer; inquiring card retaining information according to the card number; and positioning the self-service equipment for card swallowing according to the inquired card swallowing information.
Correspondingly, the embodiment of the invention also provides a self-service equipment monitoring and management system, wherein the system can comprise: the acquisition module is used for acquiring the card number and the transaction time of the customer; the query module is used for querying the card-retaining information according to the card number; and the positioning module is used for positioning the self-service equipment which is used for swallowing the card according to the inquired card swallowing information.
According to another embodiment of the invention, a method for positioning the card-swallowing problem of the self-service equipment by the self-service equipment monitoring management system is also provided. The method may include: acquiring a device number and transaction time; and positioning the self-service equipment which is used for card swallowing according to the equipment number and the transaction time.
Correspondingly, the embodiment of the invention also provides a self-service equipment monitoring and management system, wherein the system can comprise: the acquisition module is used for acquiring the equipment number and the transaction time; and the positioning module is used for positioning the self-service equipment which is swallowed according to the equipment number and the transaction time.
According to another embodiment of the invention, a method for positioning the card-swallowing problem of the self-service equipment by the self-service equipment monitoring management system is also provided. The method may include: acquiring a transaction occurrence address and transaction time; and positioning the self-service equipment for card swallowing according to the transaction occurrence address and the transaction time.
Correspondingly, the embodiment of the invention also provides a self-service equipment monitoring and management system, wherein the system can comprise: the acquisition module is used for acquiring a transaction occurrence address and transaction time; and the positioning module is used for positioning the self-service equipment which swallows the card according to the transaction occurrence address and the transaction time.
According to another embodiment of the invention, a method for positioning the wrong account problem of the self-service equipment by using the self-service equipment monitoring and management system is provided. The method may include: acquiring a card number, an equipment number and transaction time; positioning the self-service equipment with wrong account according to the equipment number, and acquiring the current transaction flow of the self-service equipment on the same day; determining a dislocation account transaction according to the card number; acquiring the reason of the miscount transaction according to the summary information of the transaction flow; and providing the reason and the adjustment time of the miscount transaction to the user.
Accordingly, an embodiment of the present invention provides a self-service device monitoring and management system, where the system may include: the acquisition module is used for acquiring the card number, the equipment number and the transaction time; the equipment positioning module is used for positioning the self-service equipment with wrong account according to the equipment number and acquiring the daily transaction flow of the self-service equipment; the wrong account positioning module is used for positioning wrong account transaction according to the card number; and the problem answering module is used for acquiring the reason of the miscount transaction according to the summary information of the transaction flow and providing the reason of the miscount transaction and the adjustment time for the user.
In addition, an embodiment of the present invention further provides a self-service device, where the self-service device may include: the information generation module is used for generating card-holding information when card-holding occurs and/or generating wrong-account information when wrong-account occurs; and the information sending module is used for sending the generated card swallowing information and/or wrong account information to the self-service equipment monitoring and management system.
The various embodiments of the invention have the following advantages:
according to the various embodiments, customer service personnel can rapidly position the problems of card swallowing and wrong account of the self-service equipment through the self-service equipment monitoring and management system, the time of positioning problems is greatly shortened compared with the prior art, the mood of customers is favorably appealed, and the satisfaction of the customers is improved.
Drawings
Fig. 1 is a flowchart illustrating an example 1 of a method for a self-service device monitoring management system to locate a self-service device card-swallowing problem according to an embodiment of the present invention;
FIG. 2 is a flowchart illustrating example 2 of a method for a self-service device monitoring management system to locate a self-service device card-swallowing problem according to an embodiment of the present invention;
FIG. 3 is a flowchart illustrating example 3 of a method for a self-service device monitoring management system to locate a self-service device card-swallowing problem according to an embodiment of the present invention;
FIG. 4 is a flowchart illustrating example 4 of a method for a self-service device monitoring management system to locate a self-service device card-swallowing problem according to an embodiment of the present invention;
FIG. 5 is a flowchart of example 5 showing a method for a self-service device monitoring management system to locate a self-service device card-swallowing problem according to an embodiment of the present invention;
FIG. 6 is a flowchart illustrating example 6 of a method for a self-service device monitoring management system to locate a self-service device card-swallowing problem, according to an embodiment of the present invention;
FIG. 7 is a flowchart illustrating an example of a method for a self-service device monitoring management system to locate a self-service device miscount issue, according to an embodiment of the present invention;
FIG. 8 is a system architecture diagram illustrating locating a self-service device card-swallowing, miscount problem, according to an embodiment of the invention;
FIG. 9 is a block diagram illustrating example 1 of a self-service device monitoring management system according to an embodiment of the invention;
FIG. 10 is a block diagram illustrating example 2 of a self-service device monitoring management system according to an embodiment of the invention;
FIG. 11 is a block diagram illustrating example 3 of a self-service device monitoring management system according to an embodiment of the invention;
FIG. 12 is a block diagram illustrating example 4 of a self-service device monitoring management system according to an embodiment of the invention;
FIG. 13 is a block diagram illustrating example 5 of a self-service device monitoring management system according to an embodiment of the invention;
FIG. 14 is a block diagram illustrating an example of a self-service device according to an embodiment of the invention;
FIG. 15 is a flow chart illustrating the processing of a self-service device in the event of card-swallow, miscount, according to a variation of an embodiment of the invention;
FIG. 16 is a flow chart illustrating a method of a self-service device monitoring management system locating a self-service device card-swallowing problem according to a variation of an embodiment of the present invention;
fig. 17 is a flowchart illustrating a method for locating a self-service device miscount problem by a self-service device monitoring management system according to a variation of the embodiment of the present invention.
Detailed Description
To facilitate an understanding of the various aspects, features and advantages of the present inventive subject matter, reference is made to the following detailed description taken in conjunction with the accompanying drawings. It should be understood that the various embodiments described below are illustrative only and are not intended to limit the scope of the invention.
In the embodiments of the present invention, the following terms are defined as follows, but it should be understood by those skilled in the art that the following terms can be interpreted as broadly as reasonably possible in the art without departing from the spirit of the present invention, and the embodiments thus constituted also fall within the scope of the present invention.
Self-service equipment: the card holder (customer) can use the functions provided by the device to complete financial services such as inquiry, password change, deposit and withdrawal.
A safe: the self-service equipment is used for placing a safe of a cash box and is used for presetting cash in the self-service equipment for a cardholder to withdraw cash.
ATM: the self-service equipment comprises a cash dispenser, a deposit machine, a circulating machine and a cash recycling machine.
ATM control system for driving self-service equipment software to implement information exchange with ATMP (self-service equipment front-end system) and ATMV (self-service equipment monitoring system).
ATMPH: the ATM preposition system is used for message forwarding and preprocessing between ATMC and DCC (data concentration) prepositions and provides transaction data needed by ATM monitoring system statistics and monitoring.
ATMVH: the ATM monitoring system is used for monitoring real-time transaction, equipment state and fault monitoring of the ATM; providing remote control functions such as software issuing, running water extraction and the like; and provides necessary functions of equipment management, authority management, report analysis and the like;
customer: the method comprises the steps that personnel who use cards to operate on self-service equipment are service objects of a service provider;
the user: refers to the person who uses ATMVH for problem location, i.e. the customer service person of the service provider.
Swallow card positioning method embodiment 1
Referring to fig. 1, there is shown an example 1 of a method for locating a card-swallowing problem of a self-service device by a self-service device monitoring management system (ATMVH) according to an embodiment of the present invention. In this embodiment, the method for locating the card-swallowing problem of the self-service device may include, but is not limited to, the following processes:
s110, obtaining a card number and transaction time of a customer;
s120, inquiring card retaining information according to the card number;
and S130, positioning self-service equipment for card swallowing according to the inquired card swallowing information.
According to the embodiment of the invention, the customer service personnel can quickly position the card swallowed by the self-service equipment through ATMVH, so that the time of positioning problems is greatly shortened compared with the prior art, the emotion of the customer is helped to be appealed, and the satisfaction degree of the customer is improved.
In other embodiments of the present invention, the method may further comprise: generating card swallowing information when the self-service equipment swallows the card; and sending the card swallowing information to the self-service equipment monitoring management system.
The card-swallowing information includes, but is not limited to, a card number of the swallowed card, a device number of the card-swallowing occurrence, and a time of the card-swallowing occurrence, for example.
In another embodiment of the present invention, the process S130 may include: and positioning the self-service equipment for card swallowing according to the equipment number and the transaction time in the card swallowing information.
[ embodiment 2 of card-retaining positioning method ]
Referring to fig. 2, there is shown an example 2 of a method for a self-service device monitoring management system to locate a card-swallowing problem of a self-service device according to an embodiment of the present invention. In this embodiment, the method for locating the card-swallowing problem of the self-service device may include, but is not limited to, the following processes:
s210, obtaining a card number and transaction time of a customer;
s220, inquiring card retaining information according to the card number;
and S230, positioning self-service equipment for card swallowing according to the inquired card swallowing information.
S240, inquiring a pickup network point and pickup time of the swallowed card according to the equipment number;
and S250, providing the pick-up network points and the pick-up time for users (namely customer service staff).
According to the embodiment of the invention, a customer service worker can quickly position the card swallowed by the self-service equipment through the self-service equipment monitoring management system and simultaneously obtain the mesh bag and time for card pickup from the self-service equipment monitoring management system, so that the place and time for card pickup can be further provided for a customer, and the user experience can be further improved.
[ embodiment 3 of card-retaining positioning method ]
Referring to fig. 3, there is shown an example 3 of a method for locating a card-swallowing problem of a self-service device by a self-service device monitoring management system according to an embodiment of the present invention. In this embodiment, the method for locating the card-swallowing problem of the self-service device may include, but is not limited to, the following processes:
s310, acquiring a device number and transaction time;
and S320, positioning the self-service equipment which is used for card swallowing according to the equipment number and the transaction time.
According to the embodiment of the invention, the card swallowing equipment can be quickly positioned according to the equipment number and the transaction time, so that the time for positioning is greatly shortened compared with the prior art, the emotion of a customer is helped to be appealed, and the satisfaction of the customer is improved.
Embodiment 4 of card-retaining positioning method
Referring to fig. 4, there is shown an example 4 of a method for locating a card-swallowing problem of a self-service device by a self-service device monitoring management system according to an embodiment of the present invention. In this embodiment, the method for locating the card-swallowing problem of the self-service device may include, but is not limited to, the following processes:
s410, acquiring a device number and transaction time;
and S420, positioning self-service equipment for card swallowing according to the equipment number and the transaction time.
S430, positioning a transaction flow with a card-retaining problem according to the equipment number and the transaction time;
s440, obtaining summary information of the transaction assembly line according to the transaction assembly line;
and S450, providing the pick-up network points and the pick-up time for customer service staff according to the summary information.
According to the embodiment of the invention, the customer service personnel can not only rapidly position the card swallowed by the self-service equipment through the self-service equipment monitoring and management system, but also obtain the mesh bag and time for card drawing from the self-service equipment monitoring and management system, so that the place and time for card drawing can be further provided for customers, and the user experience can be further improved.
[ embodiment 5 of card-retaining positioning method ]
Referring to fig. 5, there is shown an example 5 of a method for locating a card-swallowing problem of a self-service device by a self-service device monitoring management system according to an embodiment of the present invention. In this embodiment, the method for locating the card-swallowing problem of the self-service device may include, but is not limited to, the following processes:
s510, acquiring a transaction occurrence address and transaction time;
s520, positioning self-service equipment for card swallowing according to the transaction occurrence address and the transaction time.
The embodiment is different from the embodiment, can position the card swallowing equipment according to the transaction occurrence address and the transaction time, greatly shortens the time of positioning problems compared with the prior art, is favorable for appeasing the emotion of the customer, and improves the satisfaction degree of the customer.
Swallow card positioning method embodiment 6
Referring to fig. 6, there is shown an example 6 of a method for locating a card-swallowing problem of a self-service device by a self-service device monitoring management system according to an embodiment of the present invention. In this embodiment, the method for locating the card-swallowing problem of the self-service device may include, but is not limited to, the following processes:
s610, acquiring a transaction occurrence address and transaction time;
and S620, positioning self-service equipment for card swallowing according to the transaction occurrence address and the transaction time.
S630, positioning a transaction flow with a card-retaining problem according to the transaction occurrence address and the transaction time;
s640, obtaining summary information of the transaction assembly line according to the transaction assembly line;
s650, providing the network point and the time for getting according to the summary information.
According to the embodiment of the invention, the customer service personnel can not only rapidly position the card swallowed by the self-service equipment through the self-service equipment monitoring and management system, but also obtain the mesh bag and time for card drawing from the self-service equipment monitoring and management system, so that the place and time for card drawing can be further provided for customers, and the user experience can be further improved.
[ embodiment of Account error positioning method ]
Referring to fig. 7, a method for a self-service device monitoring management system to locate a self-service device miscount problem according to an embodiment of the present invention is shown. In this embodiment, the method for positioning the wrong account issue of the self-service device may include, but is not limited to, the following processing:
s710, obtaining a card number, an equipment number and transaction time;
s720, positioning the self-service equipment with wrong account according to the equipment number, and acquiring the current transaction flow of the self-service equipment in the same day;
s730, determining a dislocation account transaction according to the card number;
s740, acquiring the reason of the wrong account transaction according to the summary information of the transaction running water;
and S750, providing the reason and the adjustment time of the miscount transaction to a user (namely customer service staff).
In another embodiment of the present invention, the method may further include: generating account error information when the self-service equipment generates account error; and sending the wrong account information to the self-service equipment monitoring management system.
According to the embodiment, customer service personnel can quickly position the wrong account problem of the self-service equipment through the self-service equipment monitoring and management system, the time for positioning the problem is greatly shortened compared with the prior art, the customer emotion soothing is facilitated, and the customer satisfaction is improved. Meanwhile, customer service personnel can also obtain account error reasons and account adjustment time from the self-service equipment monitoring and management system, so that the account problems most concerned by customers are solved in time, and the user experience is further improved.
While the various embodiments of the method of the present invention have been described in detail, it will be understood by those skilled in the art that various combinations, modifications, etc. of the embodiments of the method can be made without departing from the spirit of the invention, and the various modified embodiments also fall within the scope of the claims of the present invention. The modification will be specifically described later. Embodiments of various systems and devices of the present invention are described in detail below.
An application scenario of the method, system and apparatus according to various embodiments of the present invention is shown in fig. 8. In the system architecture shown in fig. 8, ATMVH includes the following four major functions: card-retaining and account error information automatic registration; retaining the card and obtaining the information maintenance of the network point; maintaining the equipment clearing time; analyzing running water; and registering customer service personnel problems. The ATMC of the self-service device contains the following functions: card swallowing and account error processing; and uploading the running water.
When a customer uses a bank card to operate on the self-service equipment, card swallowing or account error occurs, at the moment, the self-service equipment automatically generates card swallowing or account error information and uploads the card swallowing or account error information to the ATMVH, and transaction flow is automatically uploaded to the ATMVH. Meanwhile, the customer can call the customer service, and the customer service personnel can quickly position the problem of card swallowing and wrong account through ATMVH according to one or more information of the card number, the equipment number, the transaction occurrence address and the like provided by the customer and reply to the customer.
[ ATMVH example 1 ]
Referring to FIG. 9, there is shown example 1 of a self-service device monitoring management system according to an embodiment of the invention. In this embodiment, the self-service device monitoring and management system may include:
an obtaining module 910, configured to obtain a card number and a transaction time of a customer;
the query module 920 is configured to query card-swallowing information according to the card number, where the card-swallowing information may include: card number swallowed, equipment number of card swallowing and time of card swallowing;
and the positioning module 930 is used for positioning the self-service equipment which is subjected to card swallowing according to the inquired card swallowing information.
According to the embodiment of the invention, the customer service personnel can quickly position the card swallowed by the self-service equipment through ATMVH, so that the time of positioning problems is greatly shortened compared with the prior art, the emotion of the customer is helped to be appealed, and the satisfaction degree of the customer is improved.
[ ATMVH example 2 ]
Referring to FIG. 10, there is shown example 2 of a self-service device monitoring management system according to an embodiment of the invention. In this embodiment, the self-service device monitoring and management system may include:
the receiving module 1000 is configured to receive card-swallowing information generated by the self-service device when card-swallowing occurs, where the card-swallowing information may include: for example, the card number being swallowed, the device number at which card swallowing occurs, the time at which card swallowing occurs;
an obtaining module 1010, configured to obtain a card number and a transaction time of a customer;
a query module 1020 for querying card-holding information according to the card number;
the positioning module 1030 is used for positioning the self-service equipment which generates card swallowing according to the inquired card swallowing information;
the problem answering module 1040 is configured to query the pickup network point and the pickup time of the card being swallowed according to the device number, and provide the pickup network point and the pickup time to a user, i.e., a customer service person.
Therefore, the customer service personnel can not only quickly locate the card swallowing of the self-service equipment through the ATMVH, but also obtain the solution of the card swallowing problem (such as a card receiving address and time), and therefore, the customer service personnel can deal with the card swallowing more freely.
It should be understood by those skilled in the art that in other embodiments of the present invention, the problem-solving module 1040 may be omitted, i.e., in this embodiment, the customer service personnel can quickly locate the card-swallowing device, which greatly reduces the time to locate the problem relative to the prior art.
[ ATMVH example 3 ]
Referring to FIG. 11, there is shown example 3 of a self-service device monitoring management system according to an embodiment of the invention. In this embodiment, the self-service device monitoring and management system may include:
a first obtaining module 1110, configured to obtain a device number and a transaction time;
a first positioning module 1120, configured to position a self-service device that swallows a card according to the device number and the transaction time;
a first problem solving module 1130 for performing the following operations: positioning a transaction flow with a card-retaining problem according to the equipment number and the transaction time; acquiring summary information of the transaction flow according to the transaction flow; and providing the pick-up network points and pick-up time for users, namely customer service staff, according to the summary information.
According to the embodiment of the invention, the customer service staff can not only quickly locate the card-swallowing problem of the self-service equipment by the ATMVH through the equipment number and the transaction time, but also obtain the solution of the card-swallowing problem (such as the card-receiving address and the time) from the ATMVH, thereby further improving the user experience.
It should be understood by those skilled in the art that in other embodiments of the present invention, the first question answering module 1130 may be omitted, i.e., in this embodiment, the customer service person may quickly locate the card-swallowing device, which may greatly reduce the time to locate the question relative to the prior art.
[ ATMVH example 4 ]
Referring to FIG. 12, there is shown example 4 of a self-service device monitoring management system according to an embodiment of the invention. In this embodiment, the self-service device monitoring and management system may include:
a second obtaining module 1210 for the transaction occurrence address and the transaction time;
and the second positioning module 1220 is configured to position the self-service device that swallows the card according to the transaction occurrence address and the transaction time.
A second question answering module 1230 configured to perform the following operations: positioning a transaction flow with a card-retaining problem according to the transaction occurrence address and the transaction time; acquiring summary information of the transaction flow according to the transaction flow; and providing the pick-up network points and pick-up time for users, namely customer service staff, according to the summary information.
According to the embodiment of the invention, the customer service staff can not only quickly position the card swallowing problem of the self-service equipment through the ATMVH according to the transaction occurrence address and the transaction time, but also obtain the solution of the card swallowing problem (such as the card receiving address and the time) from the ATMVH, thereby further improving the user experience.
It should be understood by those skilled in the art that in other embodiments of the present invention, the second question answering module 1230 may be omitted, i.e., in this embodiment, the customer service person can quickly locate the card-swallowing device, which greatly reduces the time to locate the question relative to the prior art.
It should be noted that, in the above two embodiments, the expressions "first" and "second" are only used for the sake of clarity to describe the two embodiments, and do not limit the component modules of the two embodiments, that is: neither the number of modules nor the order of the modules is limited.
[ ATMVH example 5 ]
Referring to FIG. 13, there is shown example 5 of a self-service device monitoring management system according to an embodiment of the invention. ATMVH embodiment 5 is different from ATMVH embodiment 1 ~ 3 in that this embodiment is used for fixing a position self-service equipment's wrong account problem, and ATMVH embodiment 1 ~ 3 is used for fixing a position self-service equipment's card swallowing problem.
In this embodiment, the self-service device monitoring and management system may include:
an obtaining module 1310 for obtaining a card number, a device number and a transaction time;
the device positioning module 1320 is configured to position the self-service device with the wrong account according to the device number, and obtain the current transaction flow of the self-service device in the same day;
the wrong account positioning module 1330 is configured to determine a wrong account transaction according to the card number;
the question answering module 1340 is configured to obtain the reason of the miscount transaction according to the summary information of the transaction flow, and provide the reason of the miscount transaction and the reconciliation time to a user, i.e., a customer service person.
According to the embodiment, customer service personnel can quickly position the wrong account problem of the self-service equipment through the self-service equipment monitoring and management system, the time for positioning the problem is greatly shortened compared with the prior art, the customer emotion soothing is facilitated, and the customer satisfaction is improved. Meanwhile, customer service personnel can also obtain account error reasons and account adjustment time from the self-service equipment monitoring and management system, so that the account problems most concerned by customers are solved in time, and the user experience is further improved.
[ ATM example ]
Referring to FIG. 14, an example of a self-service device according to an embodiment of the invention is shown. In this implementation, the self-service device may include, but is not limited to:
the information generation module 1410 is configured to generate card-holding information when card-holding occurs and/or generate wrong-account information when wrong-account occurs;
and the information sending module 1420 is configured to send the generated card swallowing information and/or the generated miscount information to the self-service device monitoring management system.
In one embodiment of the present invention, the information generating module 1410 and the information sending module 1420 may be implemented mainly by a self-service device control system. Of course, in other embodiments of the present invention, information generation module 1410 and information transmission module 1420 may be independent of the self-service device control system.
By adopting the self-service equipment of the embodiment of the invention, when card swallowing or account error occurs, the card swallowing information or the account error information is sent to the ATMVH through the related message, so that customer service personnel can quickly position the related card swallowing and account error problems through the ATMVH, the positioning time is greatly shortened compared with the prior art, and the user experience is improved.
While various embodiments of the present invention have been described above, various changes, modifications, combinations, and the like may be made to the various embodiments in other embodiments of the present invention, for example, the method embodiments may not necessarily be performed in the order described above and shown in the drawings, some of the processes may be performed in reverse order or in parallel, for example, S720 and S730 may be performed in reverse order or in parallel. In addition, some or all of the various embodiments described above may be combined to form a new embodiment, for example, ATMVH embodiment 5 may be combined with any one of ATMVH embodiments 1 to 3, and the combined embodiment may locate both the card-swallowing problem and the miscount problem. One of the modifications of the present invention will be described in detail below.
[ DEFORMATION ] OF THE PREFERRED EMBODIMENT
Card-retaining information uploading process
Referring to FIG. 15, when a customer operates on a self-service device, the self-service device side process is as follows:
and S1510, the customer inserts a card on the self-service equipment for transaction.
S1520, because of equipment failure or forgetting to take the card, the card is swallowed, or the equipment failure, the customer forgets to take the money and the like, and the wrong account is caused.
And S1530, sending a card-swallowing and account-error notification message by the ATMC, and sending card-swallowing information or account-error information or both to the ATMVH.
And S1540, the ATMVH receives the card-swallowing and account-error notification message, and extracts the card-swallowing information or the account-error information from the message.
And S1550.ATMVH records the card-swallowing information or the wrong account information, for example, stores the card-swallowing information and the wrong account information to a database.
Customer service personnel positioning card retaining problem flow
Referring to fig. 16, the customer service personnel locate the card-swallowing problem by ATMVH as follows:
s1601, the card is swallowed when the customer complains about the transaction on the self-service equipment.
S1602, the customer service staff guides the customer to provide the card number of the card to be swallowed and the transaction time.
S1603, the customer can provide the card number of the swallowed card and the transaction time, and the S1611 is switched to; the customer cannot provide the card number and transaction time of the swallowed card, turning to S1621.
And S1611, the ATMVH acquires the card number and the transaction time from the customer service staff, inquires the card-holding information according to the card number for positioning, for example, the card-holding information is searched in an ATMVH card-holding wrong account information column through the card number.
S1612, if card-retaining information corresponding to the card number can be searched, turning to S1613; if the card-retaining information corresponding to the card number cannot be searched, the process goes to S1640.
S1613-S1615, positioning the card-holding self-service equipment information according to the card-holding information, inquiring card-holding pick-up points of the equipment, and replying when the customer gets to which point to pick up the card.
S1621, the customer service person guides the customer to provide the device number of the device, where the device number is, for example, 8 bits or 12 bits.
S1622, if the client can provide the 8-bit or 12-bit equipment number, turning to S1623; if the client cannot provide the 8-bit or 12-bit device number of the device, S1631 is passed.
S1623-S1625, positioning the card-swallowing self-service equipment information according to the equipment number and the transaction date, inquiring card-swallowing pick-up network points of the equipment, and replying when the customer gets to which network point to pick up the card.
S1631, the customer service staff guides the customer to provide fuzzy information such as a transaction occurrence address (namely the equipment fuzzy address) and transaction time.
S1632, if the client can provide fuzzy information such as the transaction occurrence address and the transaction time, turning to S1633; if the client cannot provide the fuzzy information such as the transaction occurrence address and the transaction time, the process goes to S1640.
S1633-S1635, the customer service staff locates the self-service equipment information of the card-swallowing according to the equipment fuzzy address and the transaction date, inquires the card-swallowing pick-up point of the equipment, and replies when the customer gets to what point to pick up the card. For example, the flow of the problem is positioned by the approximate place when the customer makes a transaction or the equipment number provided by the customer, and the customer service staff is guided to reply to the processing mode of the problem that the customer swallows the card through the summary information analyzed by the flow.
And S1640, generating work order information by customer service staff according to the card-swallowing condition reflected by the customer, and transferring to a corresponding branch to continuously position the card-swallowing condition.
Customer service personnel account positioning and error determination problem flow
Referring to fig. 17, the customer service personnel fixes the error account problem through ATMVH as follows:
and S1710, the customer complaints are wrongly paid when the customer complaints are traded on the self-service equipment.
S1720. customer service staff guide the customer to provide the card number of the card being swallowed, the number of the transaction device and the transaction time.
S1730, customer service staff open a flow analysis page, input a transaction equipment number and transaction time, and the ATMVH fixes the account equipment according to the equipment number and extracts the current transaction flow of the equipment on the same day.
S1740.ATMVH positions the wrong account transaction according to the card-swallowing number input by the customer service staff.
S1750, the customer service staff replies to the customer through the wrong account reason analysis prompted by the running summary analysis column.
In summary, the ATMVH can locate whether the card-swallowing problem and the wrong account problem exist through the card number and the transaction time provided by the customer, for example, locate the card-swallowing problem, directly query the information of the card-swallowing pick-up site, the approximate pick-up time, and the like, and reply to the customer in real time. If the wrong account problem is positioned, the customer service personnel can be guided to reply the reason of the wrong account problem of the customer and whether the fund is safe or not and when the wrong account problem can be adjusted through wrong account problem analysis guidance. Therefore, compared with the prior art, the positioning time and the feedback time are greatly reduced, and the user experience is greatly improved.
In other embodiments of the present invention, if the problem cannot be located through the card number and the transaction time, the problem-occurring pipeline can be located by opening the pipeline analysis interface of the device, through the approximate place when the customer makes a transaction or the device number provided by the customer, and through summary information analyzed by the pipeline, the customer service staff is guided to reply to the processing mode of the problem that the customer swallows the card and wrongly pays the account.
While various embodiments of the present invention have been described above with particularity, other aspects or features of the disclosure are described below in another form and are not limited to the following series of paragraphs, some or all of which may be assigned alphanumeric characters for clarity and efficiency. Each of these paragraphs may be combined with one or more other paragraphs in any suitable manner. Without limiting examples of some of the suitable combinations, some paragraphs hereinafter make specific reference to and further define other paragraphs.
P 1.a method for a self-service device monitoring management system to locate a problem of card swallowing of a self-service device, wherein the method may include, but is not limited to: acquiring a card number and transaction time of a customer; inquiring card retaining information according to the card number; and positioning the self-service equipment for card swallowing according to the inquired card swallowing information.
P2. the method of paragraph P1, wherein the method further comprises: generating card swallowing information when the self-service equipment swallows the card; and sending the card swallowing information to the self-service equipment monitoring management system.
P3. the method of paragraph P1 or P2, wherein the card-swallowing information may include: the card number being swallowed, the device number at which the card swallowing occurs, and the time at which the card swallowing occurs.
P4. the method of paragraph P3, wherein locating a self-service device that has taken place of card-swallowing according to the queried card-swallowing information may include: and positioning the self-service equipment for card swallowing according to the equipment number and the transaction time in the card swallowing information.
P5. the method of paragraph P3, wherein the method further may include: inquiring a pickup network point and pickup time of the swallowed card according to the equipment number; the pick-up site and pick-up time are provided to the user (i.e., customer service person).
P6. a method for a self-service device monitoring management system to locate a self-service device card-swallowing problem, wherein the method may include, but is not limited to: acquiring a device number and transaction time; and positioning the self-service equipment which is used for card swallowing according to the equipment number and the transaction time.
P7. the method of paragraph P6, wherein the method further comprises: positioning a transaction flow with a card-retaining problem according to the equipment number and the transaction time; acquiring summary information of the transaction flow according to the transaction flow; and providing the pick-up website and the pick-up time for the user according to the summary information.
P8. a method for a self-service device monitoring management system to locate a self-service device card-swallowing problem, wherein the method may include, but is not limited to: acquiring a transaction occurrence address and transaction time; and positioning the self-service equipment for card swallowing according to the transaction occurrence address and the transaction time.
P9. the method of paragraph P8, wherein the method further comprises: positioning a transaction flow with a card-retaining problem according to the transaction occurrence address and the transaction time; acquiring summary information of the transaction flow according to the transaction flow; and providing the pick-up website and the pick-up time for the user according to the summary information.
P10. a method for a self-service device monitoring management system to locate a self-service device miscount problem, wherein the method may include, but is not limited to: acquiring a card number, an equipment number and transaction time; positioning the self-service equipment with wrong account according to the equipment number, and acquiring the current transaction flow of the self-service equipment on the same day; determining a dislocation account transaction according to the card number; acquiring the reason of the miscount transaction according to the summary information of the transaction flow; and providing the reason and the adjustment time of the miscount transaction to the user.
P11. the method of paragraph P10, wherein the method further comprises: generating account error information when the self-service equipment generates account error; and sending the wrong account information to the self-service equipment monitoring management system.
P12. a self-service device monitoring management system, wherein the system may comprise: the acquisition module is used for acquiring the card number and the transaction time of the customer; the query module is used for querying the card-retaining information according to the card number; and the positioning module is used for positioning the self-service equipment which is used for swallowing the card according to the inquired card swallowing information.
P13. the system as paragraph P12 recites, wherein the system further comprises: and the receiving module is used for receiving the card-swallowing information generated by the self-service equipment when the self-service equipment swallows the card.
P14. the system as in paragraphs P12 or P13, wherein the card-swallowing information may include: the card number being swallowed, the device number at which the card swallowing occurs, and the time at which the card swallowing occurs.
P15. the system as paragraph P14 recites, wherein the system further can include: and the problem answering module is used for inquiring the pickup network point and the pickup time of the swallowed card according to the equipment number and providing the pickup network point and the pickup time for the user.
P16. a self-service device monitoring management system, wherein the system may comprise: the acquisition module is used for acquiring the equipment number and the transaction time; and the positioning module is used for positioning the self-service equipment which is swallowed according to the equipment number and the transaction time.
P17. the system as paragraph P16 recites, wherein the system further comprises: a problem solving module for performing the following operations: positioning a transaction flow with a card-retaining problem according to the equipment number and the transaction time; acquiring summary information of the transaction flow according to the transaction flow; and providing the pick-up website and the pick-up time for the user according to the summary information.
P18. a self-service device monitoring management system, wherein the system may comprise: the acquisition module is used for acquiring a transaction occurrence address and transaction time; and the positioning module is used for positioning the self-service equipment which swallows the card according to the transaction occurrence address and the transaction time.
P19. the system as paragraph P18 recites, wherein the system further comprises: a problem solving module for performing the following operations: positioning a transaction flow with a card-retaining problem according to the transaction occurrence address and the transaction time; acquiring summary information of the transaction flow according to the transaction flow; and providing the pick-up website and the pick-up time for the user according to the summary information.
P20. a self-service device monitoring management system, wherein the system may comprise: the acquisition module is used for acquiring the card number, the equipment number and the transaction time; the equipment positioning module is used for positioning the self-service equipment with wrong account according to the equipment number and acquiring the daily transaction flow of the self-service equipment; the wrong account positioning module is used for positioning wrong account transaction according to the card number; and the problem answering module is used for acquiring the reason of the miscount transaction according to the summary information of the transaction flow and providing the reason of the miscount transaction and the adjustment time for the user.
P21. a self-service device, wherein the self-service device may comprise: the information generation module is used for generating card-holding information when card-holding occurs and/or generating wrong-account information when wrong-account occurs; and the information sending module is used for sending the generated card swallowing information and/or wrong account information to the self-service equipment monitoring and management system.
Through the above description of the embodiments, those skilled in the art will clearly understand that the present invention can be implemented by combining software and a hardware platform. With this understanding in mind, all or part of the technical solutions of the present invention that contribute to the background can be embodied in the form of a software product, which can be stored in a storage medium, such as a ROM/RAM, a magnetic disk, an optical disk, etc., and includes instructions for causing a computer device (which can be a personal computer, a server, or a network device, etc.) to execute the methods according to the embodiments or some parts of the embodiments of the present invention.
It should be understood by those skilled in the art that the foregoing is only illustrative of the present invention, and is not intended to limit the scope of the invention.
Claims (4)
1.A method for a self-service equipment monitoring management system to locate a problem of card swallowing of self-service equipment is characterized by comprising the following steps:
acquiring a device number and transaction time;
positioning self-service equipment which is used for card retaining according to the equipment number and the transaction time;
positioning a transaction flow with a card-retaining problem according to the equipment number and the transaction time;
acquiring summary information of the transaction flow according to the transaction flow;
and providing a pick-up network point and pick-up time for customer service personnel according to the summary information.
2. A method for a self-service equipment monitoring management system to locate a problem of card swallowing of self-service equipment is characterized by comprising the following steps:
acquiring a transaction occurrence address and transaction time;
positioning self-service equipment for card retaining according to the transaction occurrence address and the transaction time;
positioning a transaction flow with a card-retaining problem according to the transaction occurrence address and the transaction time;
acquiring summary information of the transaction flow according to the transaction flow;
and providing a pick-up network point and pick-up time for customer service personnel according to the summary information.
3. A self-service device monitoring management system, the system comprising:
the acquisition module is used for acquiring the equipment number and the transaction time;
the positioning module is used for positioning the self-service equipment which is swallowed according to the equipment number and the transaction time;
a problem solving module for performing the following operations: positioning a transaction flow with a card-retaining problem according to the equipment number and the transaction time; acquiring summary information of the transaction flow according to the transaction flow; and providing a pick-up network point and pick-up time for customer service personnel according to the summary information.
4. A self-service device monitoring management system, the system comprising:
the acquisition module is used for acquiring a transaction occurrence address and transaction time;
the positioning module is used for positioning the self-service equipment which is used for generating the card retaining according to the transaction generation address and the transaction time;
a problem solving module for performing the following operations: positioning a transaction flow with a card-retaining problem according to the transaction occurrence address and the transaction time; acquiring summary information of the transaction flow according to the transaction flow; and providing a pick-up network point and pick-up time for customer service personnel according to the summary information.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201810413318.0A CN108877097B (en) | 2016-01-08 | 2016-01-08 | Method, system and equipment for positioning card retaining and account error of self-service equipment |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201610011567.8A CN105678922A (en) | 2016-01-08 | 2016-01-08 | Method for positioning card retaining and account errors of self-service equipment, system and equipment |
| CN201810413318.0A CN108877097B (en) | 2016-01-08 | 2016-01-08 | Method, system and equipment for positioning card retaining and account error of self-service equipment |
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| CN201610011567.8A Division CN105678922A (en) | 2016-01-08 | 2016-01-08 | Method for positioning card retaining and account errors of self-service equipment, system and equipment |
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| CN201610011567.8A Pending CN105678922A (en) | 2016-01-08 | 2016-01-08 | Method for positioning card retaining and account errors of self-service equipment, system and equipment |
| CN201810413318.0A Active CN108877097B (en) | 2016-01-08 | 2016-01-08 | Method, system and equipment for positioning card retaining and account error of self-service equipment |
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| CN111223250A (en) * | 2019-11-15 | 2020-06-02 | 安徽天勤盛创信息科技股份有限公司 | Self-service bank monitoring system |
| CN110991995A (en) * | 2019-11-28 | 2020-04-10 | 中国银行股份有限公司 | Work order processing method and system |
| CN111127009B (en) * | 2019-12-11 | 2024-01-30 | 中国建设银行股份有限公司 | Account staggering positioning method and device applied to self-service equipment |
| CN112035729A (en) * | 2020-08-28 | 2020-12-04 | 中国建设银行股份有限公司 | Wrong account processing method, device, equipment and medium |
| CN112885000B (en) * | 2021-01-22 | 2022-08-19 | 中国银行股份有限公司 | Short payment detection method and device for self-service equipment and computer equipment |
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| CN108877097A (en) | 2018-11-23 |
| CN111640265B (en) | 2021-09-28 |
| CN111640265A (en) | 2020-09-08 |
| CN105678922A (en) | 2016-06-15 |
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