CN109447320A - The recognition methods of customer service, apparatus and system - Google Patents
The recognition methods of customer service, apparatus and system Download PDFInfo
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- CN109447320A CN109447320A CN201811133180.5A CN201811133180A CN109447320A CN 109447320 A CN109447320 A CN 109447320A CN 201811133180 A CN201811133180 A CN 201811133180A CN 109447320 A CN109447320 A CN 109447320A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/04—Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem"
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F21/00—Security arrangements for protecting computers, components thereof, programs or data against unauthorised activity
- G06F21/30—Authentication, i.e. establishing the identity or authorisation of security principals
- G06F21/31—User authentication
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F21/00—Security arrangements for protecting computers, components thereof, programs or data against unauthorised activity
- G06F21/30—Authentication, i.e. establishing the identity or authorisation of security principals
- G06F21/31—User authentication
- G06F21/32—User authentication using biometric data, e.g. fingerprints, iris scans or voiceprints
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
- G06Q50/10—Services
Abstract
The present invention provides a kind of recognition methods of customer service, apparatus and system, this method, comprising: receives the user identity feature that business hall background system uploads；The user identity feature is matched with the identity of pre-stored alternative user, obtains user characteristic data corresponding with the target user of the user identity characteristic matching；The corresponding user characteristic data of the target user is inputted into user model, exports the business handling information of the target user；The business handling information of the target user is sent to business hall background system.To realize the anticipation to transacting business needed for user, the efficiency of business hall business handling is promoted, shortens the time that user waits.
Description
Technical field
The present invention relates to field of communication technology more particularly to a kind of recognition methods of customer service, apparatus and system.
Background technique
With the increase of mobile subscriber's quantity and the fast development of mobile network, user is frequently necessary to enter and leave business hall
To handle various businesses.
Currently, when user enters business hall transacting business, need staff as counseling platform to handling needed for user
Business is classified, and user is then assisted to obtain the service number that different business handles sales counter again.
Since aforesaid way can not judge automatically the behavior of user, the fussy degree of business handling process will increase,
So that business handling inefficiency, period of reservation of number are long.
Summary of the invention
The present invention provides a kind of recognition methods of customer service, apparatus and system, to realize to transacting business needed for user
Anticipation, promoted business hall business handling efficiency, shorten user wait time.
In a first aspect, the embodiment of the present invention provides a kind of recognition methods of customer service, comprising:
Receive the user identity feature that business hall background system uploads；
The user identity feature is matched with the identity of pre-stored alternative user, is obtained and the use
The corresponding user characteristic data of the matched target user of family identity characteristic；
The corresponding user characteristic data of the target user is inputted into user model, the business for exporting the target user is done
Manage information；
The business handling information of the target user is sent to business hall background system.
Optionally, it carries out matching it with the identity of pre-stored alternative user by the user identity feature
Before, further includes:
The identity of user is obtained from target BS, and the business number of corresponding user is obtained according to the identity of user
According to；Wherein, the business datum includes: Internet data, the history of user handles package information, consumption information；The user's
Internet data handles the business system of package information, consumption information from business hall from user's online storage system, the history
System；
Processing is filtered to the business datum of user, obtains the identity and business datum of alternative user；
User characteristic data is extracted from the business datum of alternative user.
Optionally, the target BS is the base station determined by business hall according to preset rules, wherein the preset rules
It include: selection centered on business hall, using pre-determined distance as all base stations in radius institute coverage area.
Optionally, the identity of user include: user's facial image, ID card No., any in phone number or
Person appoints more.
Optionally, processing is filtered to the business datum of user, obtains the identity and business datum of alternative user,
Include:
According to the business datum of user, determine user and the target BS in preset time span when always interacting
Between；
Total interaction time is greater than to the user alternately user of preset threshold value, obtain alternative user identity and
Business datum.
Optionally, the user model includes: the disaggregated model based on neural network, or is built based on machine learning
Vertical disaggregated model；Wherein, the user model be by using historical user's characteristic as input, it is special with the historical user
It is that target output training obtains that the corresponding actual services of sign data, which handle information,.
Optionally, the user characteristic data, comprising: the webpage information of access disappears using the use information of APP, flow
Charge information；
The user identity feature includes: one of user's facial image, ID card No., phone number.
Second aspect, the embodiment of the present invention provide a kind of recognition methods of customer service, comprising:
Obtain user identity feature；The user identity feature includes: user's facial image, ID card No., cell-phone number
One of code；
The user identity feature is uploaded to data center；
Receive the business handling information for the target user that data center sends；
Service number is generated according to the business handling information of the target user；
Corresponding attendant is assigned according to the service number.
The third aspect, the embodiment of the present invention provide a kind of identification device of customer service, comprising:
Receiving module, for receiving the user identity feature of business hall background system upload；
A matching module, for carrying out the identity of the user identity feature and pre-stored alternative user
Match, obtains user characteristic data corresponding with the target user of the user identity characteristic matching；
Processing module exports the mesh for the corresponding user characteristic data of the target user to be inputted user model
Mark the business handling information of user；
Sending module, for the business handling information of the target user to be sent to business hall background system.
Optionally, further includes:
A filtering module, for being carried out by the identity of the user identity feature and pre-stored alternative user
With before, from the identity of target BS acquisition user, and the business number for corresponding to user is obtained according to the identity of user
According to；Wherein, the business datum includes: Internet data, the history of user handles package information, consumption information；The user's
Internet data handles the business system of package information, consumption information from business hall from user's online storage system, the history
System；
Processing is filtered to the business datum of user, obtains the identity and business datum of alternative user；
User characteristic data is extracted from the business datum of alternative user.
Optionally, the target BS is the base station determined by business hall according to preset rules, wherein the preset rules
It include: selection centered on business hall, using pre-determined distance as all base stations in radius institute coverage area.
Optionally, the identity of user include: user's facial image, ID card No., any in phone number or
Person appoints more.
Optionally, processing is filtered to the business datum of user, obtains the identity and business datum of alternative user,
Include:
According to the business datum of user, determine user and the target BS in preset time span when always interacting
Between；
Total interaction time is greater than to the user alternately user of preset threshold value, obtain alternative user identity and
Business datum.
Optionally, the user model includes: the disaggregated model based on neural network, or is built based on machine learning
Vertical disaggregated model；Wherein, the user model be by using historical user's characteristic as input, it is special with the historical user
It is that target output training obtains that the corresponding actual services of sign data, which handle information,.
Optionally, the user characteristic data, comprising: the webpage information of access disappears using the use information of APP, flow
Charge information；
The user identity feature includes: one of user's facial image, ID card No., phone number.
Fourth aspect, the embodiment of the present invention provide a kind of data center, comprising:
Memory, for storing program；
Processor, for executing the described program of memory storage, when described program is performed, the processor
For executing the method as described in any one of first aspect.
5th aspect, the embodiment of the present invention provide a kind of computer readable storage medium, comprising: computer program, when it
When running on computers, so that computer executes the method as described in any one of first aspect.
6th aspect, the embodiment of the present invention provide a kind of identifying system of customer service, comprising: data center, base station, battalion
Industry Room background system；
The data center is used to execute the method as described in any one of first aspect；
The base station is used to obtain the identity and business datum of user, and is sent to the data center；
System is used to execute the method as described in second aspect behind the business hall.
The recognition methods of customer service provided by the invention, apparatus and system are uploaded by receiving business hall background system
User identity feature；The user identity feature is matched with the identity of pre-stored alternative user, is obtained
User characteristic data corresponding with the target user of the user identity characteristic matching；The corresponding user of the target user is special
It levies data and inputs user model, export the business handling information of the target user；The business handling of the target user is believed
Breath is sent to business hall background system.To realize the anticipation to transacting business needed for user, business hall business handling is promoted
Efficiency, shorten user wait time.
Detailed description of the invention
In order to more clearly explain the embodiment of the invention or the technical proposal in the existing technology, to embodiment or will show below
There is attached drawing needed in technical description to be briefly described, it should be apparent that, the accompanying drawings in the following description is this hair
Bright some embodiments for those of ordinary skill in the art without any creative labor, can be with
It obtains other drawings based on these drawings.
Fig. 1 is the structural schematic diagram of an application scenarios of the invention；
Fig. 2 is the flow chart of the recognition methods for the customer service that the embodiment of the present invention one provides；
Fig. 3 is the flow chart of the recognition methods of customer service provided by Embodiment 2 of the present invention；
Fig. 4 is the flow chart of the recognition methods for the customer service that the embodiment of the present invention three provides；
Fig. 5 is the structural schematic diagram of the identification device for the customer service that the embodiment of the present invention four provides；
Fig. 6 is the structural schematic diagram for the data center that the embodiment of the present invention five provides.
Specific embodiment
In order to make the object, technical scheme and advantages of the embodiment of the invention clearer, below in conjunction with the embodiment of the present invention
In attached drawing, technical scheme in the embodiment of the invention is clearly and completely described, it is clear that described embodiment is
A part of the embodiment of the present invention, instead of all the embodiments.Based on the embodiments of the present invention, those of ordinary skill in the art
Every other embodiment obtained without making creative work, shall fall within the protection scope of the present invention.
Description and claims of this specification and term " first ", " second ", " third ", " in above-mentioned attached drawing
The (if present)s such as four " are to be used to distinguish similar objects, without being used to describe a particular order or precedence order.It should manage
The data that solution uses in this way are interchangeable under appropriate circumstances, so that the embodiment of the present invention described herein for example can be to remove
Sequence other than those of illustrating or describe herein is implemented.In addition, term " includes " and " having " and theirs is any
Deformation, it is intended that cover it is non-exclusive include, for example, containing the process, method of a series of steps or units, system, production
Product or equipment those of are not necessarily limited to be clearly listed step or unit, but may include be not clearly listed or for this
A little process, methods, the other step or units of product or equipment inherently.
Technical solution of the present invention is described in detail with specifically embodiment below.These specific implementations below
Example can be combined with each other, and the same or similar concept or process may be repeated no more in some embodiments.
Hereinafter, the part term in the application is explained, in order to those skilled in the art understand that:
1) identification system refers to the system for the user identity for identification being deployed in business hall, such as camera,
And the human-computer interaction device of number or phone number is demonstrate,proved for typing user identity.When identification system gets user
After identity characteristic, user identity feature is sent to business hall background system.
2) business hall background system refers to the data processor in business hall, can be with data center and business hall
Interior counter computer carries out data interaction.
Fig. 1 is the structural schematic diagram of an application scenarios of the invention, as shown in Figure 1, comprising: base station 10, data center 20, battalion
The industry Room 30, Internet data storage system 40, business hall 30 include: business hall background system 31, foreground computer 32, user identity
The business hall 30 that identifying system 33 is constituted.Data center 20 obtains the identity mark of user from the base station 10 that business hall 30 is specified
Know；And the Internet data of user is obtained from Internet data storage system 40, the history of user is obtained from the operation system of business hall
Handle package information, consumption information etc..Wherein, the Internet data of user, the history of user handle package information, consumption information
Etc. constitute the business datum of user.Then processing is filtered to the business datum of user, obtains the identity of alternative user
Mark and business datum；And user characteristic data is extracted from the business datum of alternative user.Data center 20 receives business
The user identity feature that Room background system 31 uploads, the user identity are characterized in the user identity identification being deployed in business hall 30
System 33 is collected.Data center 20 carries out the identity of user identity feature and pre-stored alternative user
Match, obtains user characteristic data corresponding with the target user of user identity characteristic matching；Then by the corresponding use of target user
Family characteristic inputs user model, exports the business handling information of target user.Data center 20 is by the business of target user
It handles information and is sent to business hall background system 31.Finally, business handling information is distributed to foreground by business hall background system 31
Computer 32.So that foreground personnel can in advance carry out in advance the business handled needed for the user for entering business hall 30
Sentence, preferably to provide business handling service for user, promote the efficiency of business hall business handling, shorten that user waits when
Between.
How to be solved with technical solution of the specifically embodiment to technical solution of the present invention and the application below above-mentioned
Technical problem is described in detail.These specific embodiments can be combined with each other below, for the same or similar concept
Or process may repeat no more in certain embodiments.Below in conjunction with attached drawing, the embodiment of the present invention is described.
Fig. 2 is the flow chart of the recognition methods for the customer service that the embodiment of the present invention one provides, as shown in Fig. 2, this implementation
Example in method may include:
S101, the user identity feature that business hall background system uploads is received.
In the present embodiment, business hall background system can obtain user by the identification system disposed in business hall
Identity characteristic.Optionally, identification system can be the camera being deployed in business hall, and/or be used for typing user body
The human-computer interaction device of part card number or phone number.Wherein, user identity feature includes: user's facial image, identity card
One of number, phone number.
In a kind of optional embodiment, the user images for entering business hall can be shot by camera, from user
The facial characteristics of user is extracted in image.In another optional embodiment, user, can be with after entering business hall
Itself ID card No. or phone number are inputted by human-computer interaction device.
S102, user identity feature is matched with the identity of pre-stored alternative user, is obtained and user
The corresponding user characteristic data of the matched target user of identity characteristic.
Optionally, before step S102, data center first from target BS obtain user identity, and according to
The identity of user obtains the business datum of corresponding user；Wherein, the business datum includes: the Internet data of user is gone through
History handles package information, consumption information；Processing is filtered to the business datum of user, obtain alternative user identity and
Business datum；User characteristic data is extracted from the business datum of alternative user.Wherein, target BS be by business hall according to
The base station that preset rules determine, preset rules include: selection centered on business hall, using pre-determined distance as radius institute coverage area
Interior all base stations.User characteristic data, comprising: the webpage information of access, the use information using APP, flow consumption information.
Optionally, the identity of user may include: user's facial image, ID card No., any in phone number or appoint
It is more.It should be noted that the business datum of user may include: that the Internet data of user, history handle set meal in the present embodiment
Information, consumption information etc.；Wherein, the Internet data of user is the number extracted by the Internet data storage system of network side
According to, such as the Internet data (web browsing data, using data, consumption data etc.) of user.The history of user is handled
Package information, consumption information are the data got by the operation system of business hall.
Specifically, it is assumed that the user identity feature that business hall background system uploads is user's facial image, then from the user
Facial characteristics is extracted in facial image, then by the user people in the identity of the facial characteristics and pre-stored user
The facial characteristics of face image is compared.Using alignment similarity be greater than preset threshold the corresponding alternative user of identity as
Target user.
Specifically, it is assumed that business hall background system upload user identity feature be ID card No. or phone number, then
By its in the identity of pre-stored user ID card No. or phone number be compared, determine corresponding mesh
Mark user.
In a kind of optional embodiment, data center can determine user and target according to the business datum of user
Total interaction time of the base station in preset time span；The user that total interaction time is greater than preset threshold value is alternately used
Family obtains the identity and business datum of alternative user.
In the present embodiment, it is 3 months that preset time span, which can be set, and total interaction time refers to that the terminal of user is being surfed the Internet
The accumulation duration of data interaction occurs with base station in the process.User is filtered based on total interaction time, can be filtered out
Resident user near business hall.It should be noted that preset time span duration, preset total friendship are not limited in the present embodiment
The specific value of mutual duration；Those skilled in the art can be adjusted according to the actual situation.
S103, the corresponding user characteristic data of target user is inputted into user model, exports the business handling of target user
Information.
In the present embodiment, user model includes: the disaggregated model based on neural network, or is built based on machine learning
Vertical disaggregated model；Wherein, user model be by using historical user's characteristic as input, with historical user's characteristic pair
It is that target output training obtains that the actual services answered, which handle information,.By the corresponding user characteristic data input training of target user
Good user model exports the possible business handling information of user by user model.
S104, the business handling information of target user is sent to business hall background system.
In the present embodiment, the business handling information of obtained target user is sent to business hall backstage and is by data center
System, feeds back to attendant for the business handling information of target user by business hall background system.
The present embodiment, the user identity feature uploaded by receiving business hall background system；By user identity feature and in advance
The identity of the alternative user first stored is matched, and user corresponding with the target user of user identity characteristic matching is obtained
Characteristic；The corresponding user characteristic data of target user is inputted into user model, exports the business handling information of target user；
The business handling information of target user is sent to business hall background system.To realize to the pre- of transacting business needed for user
Sentence, promote the efficiency of business hall business handling, shortens the time that user waits.
Fig. 3 is the flow chart of the recognition methods of customer service provided by Embodiment 2 of the present invention, as shown in figure 3, this implementation
Example in method may include:
S201, user identity feature is obtained.
In the present embodiment, business hall background system can obtain user by the identification system disposed in business hall
Identity characteristic.Optionally, identification system can be the camera being deployed in business hall, and/or be used for typing user body
The human-computer interaction device of part card number or phone number.User identity feature include: user's facial image, ID card No.,
One of phone number.
S202, to data center's upload user identity characteristic.
In the present embodiment, after user enters business hall, the user identity that business hall background system just will acquire is special
It levys and gives data center.
S203, the business handling information for receiving the target user that data center sends.
S204, service number is generated according to the business handling information of target user.
S205, corresponding attendant is assigned according to service number.
The present embodiment, business hall background system can quickly recognize user identity by identification system and pass through number
The characteristic of user is recalled according to center, quickly analyzes the business handling intention of user, and is sent to the foreground meter of business hall
Calculation machine so that attendant know rapidly the business information that user handles so as to accelerate business handling process,
User's transacting business rate is promoted, user experience is enhanced.
Fig. 4 is the flow chart of the recognition methods for the customer service that the embodiment of the present invention three provides, as shown in figure 4, this implementation
Example in method may include:
S301, data center obtain User Identity from target BS, and are obtained and corresponded to according to the identity of user
The business datum of user.
S302, data center are filtered processing to the business datum of user.
S303, identification system send user identity feature to business hall background system.
S304, data center obtain user identity feature from business hall background system.
S305, data center match user identity feature with the identity of pre-stored alternative user.
The corresponding user characteristic data of target user is inputted user model by S306, data center, exports target user's
Business handling information.
S307, data center send the business handling information of target user to business hall background system.
S308, business hall background system forward the business handling information of target user to foreground computer.
S309, foreground computer are user's transacting business.
The present embodiment can execute above-mentioned Fig. 2, the technical solution in method shown in Fig. 3, realize process and technology effect
Fruit is similar with the above method, and details are not described herein again.
Fig. 5 is the structural schematic diagram of the identification device for the customer service that the embodiment of the present invention four provides, as shown in figure 5, this
Device in embodiment may include:
Receiving module 51, for receiving the user identity feature of business hall background system upload；
Matching module 52, for user identity feature to be matched with the identity of pre-stored alternative user,
Obtain user characteristic data corresponding with the target user of user identity characteristic matching；
Processing module 53 exports target user for the corresponding user characteristic data of target user to be inputted user model
Business handling information；
Sending module 54, for the business handling information of target user to be sent to business hall background system.
Optionally, further includes:
Filtering module 55, for matching user identity feature with the identity of pre-stored alternative user
Before, the identity of user is obtained from target BS, and the business datum of corresponding user is obtained according to the identity of user；
Wherein, the business datum includes: Internet data, the history of user handles package information, consumption information；The online of the user
Data handle the operation system of package information, consumption information from business hall from user's online storage system, the history；
Processing is filtered to the business datum of user, obtains the identity and business datum of alternative user；
User characteristic data is extracted from the business datum of alternative user.
Optionally, target BS is the base station determined by business hall according to preset rules, wherein preset rules include: choosing
It selects centered on business hall, using pre-determined distance as all base stations in radius institute coverage area.
Optionally, the identity of user include: user's facial image, ID card No., any in phone number or
Person appoints more.
Optionally, processing is filtered to the business datum of user, obtains the identity and business datum of alternative user,
Include:
According to the business datum of user, the total interaction time of user and target BS in preset time span is determined；
Total interaction time is greater than to the user alternately user of preset threshold value, obtain alternative user identity and
Business datum.
Optionally, user model includes: the disaggregated model based on neural network, or is established and divided based on machine learning
Class model；Wherein, user model be by using historical user's characteristic as input, it is corresponding with historical user's characteristic
It is that target output training obtains that actual services, which handle information,.
Optionally, user characteristic data, comprising: the webpage information of access consumes letter using the use information of APP, flow
Breath；
User identity feature includes: one of user's facial image, ID card No., phone number.
The present embodiment can execute the technical solution in above-mentioned Fig. 2~method shown in Fig. 4, realize process and technology effect
Fruit is similar with the above method, and details are not described herein again.
The embodiment of the present invention also provides a kind of identifying system of customer service, and the system in this implementation may include: data
Center, base station, business hall background system；Data center is used to execute the method such as Fig. 2；Base station is used to obtain the identity mark of user
Knowledge and business datum, and it is sent to data center；System is used to execute the method such as Fig. 3 behind business hall；It realizes process and skill
Art effect is similar with the above method, and details are not described herein again.
Fig. 6 is the structural schematic diagram for the data center that the embodiment of the present invention five provides, as shown in fig. 6, in the present embodiment
Data center 60 includes: processor 61 and memory 62；
Memory 62 may include volatile memory (English: volatile memory), such as random access memory
Device (English: random-access memory, abbreviation: RAM), such as static random access memory (English: static
Random-access memory, abbreviation: SRAM), double data rate Synchronous Dynamic Random Access Memory (English: Double
Data Rate Synchronous Dynamic Random Access Memory, abbreviation: DDR SDRAM) etc.；Memory
It may include nonvolatile memory (English: non-volatile memory), such as flash memory (English: flash
Memory), hard disk (English: hard disk drive, abbreviation: HDD) or solid state hard disk (English: solid-state drive,
Abbreviation: SSD)；Memory can also include the combination of the memory of mentioned kind.Memory 62 is for storing computer program
(such as realizing application program, the functional module of the above method), computer instruction etc., above-mentioned computer program, computer refer to
Order etc. can be with partitioned storage in one or more memories 62.And above-mentioned computer program, computer instruction, data etc.
It can be called with device 61 processed.
Processor 61, for executing the computer program of the storage of memory 62, to realize method that above-described embodiment is related to
In each step.It specifically may refer to the associated description in previous methods embodiment.Wherein, memory 62, processor 61 can
To be of coupled connections by bus 63.Wherein, processor 61 can be central processing unit (English: central processing
Unit, abbreviation: CPU), network processing unit (English: network processor, abbreviation: NP).
The present embodiment can execute the technical solution in above-mentioned method shown in Fig. 2, realize process and technical effect with
The above method is similar, and details are not described herein again.
In addition, the embodiment of the present application also provides a kind of computer readable storage medium, deposited in computer readable storage medium
Computer executed instructions are contained, when at least one processor of user equipment executes the computer executed instructions, user equipment
Execute above-mentioned various possible methods.
Wherein, computer-readable medium includes computer storage media and communication media, and wherein communication media includes being convenient for
From a place to any medium of another place transmission computer program.Storage medium can be general or specialized computer
Any usable medium that can be accessed.A kind of illustrative storage medium is coupled to processor, to enable a processor to from this
Read information, and information can be written to the storage medium.Certainly, storage medium is also possible to the composition portion of processor
Point.Pocessor and storage media can be located in ASIC.In addition, the ASIC can be located in user equipment.Certainly, processor and
Storage medium can also be used as discrete assembly and be present in communication equipment.
Those of ordinary skill in the art will appreciate that: realize that all or part of the steps of above-mentioned each method embodiment can lead to
The relevant hardware of program instruction is crossed to complete.Program above-mentioned can be stored in a computer readable storage medium.The journey
When being executed, execution includes the steps that above-mentioned each method embodiment to sequence；And storage medium above-mentioned include: ROM, RAM, magnetic disk or
The various media that can store program code such as person's CD.
Finally, it should be noted that the above embodiments are only used to illustrate the technical solution of the present invention., rather than its limitations；To the greatest extent
Pipe present invention has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that: its according to
So be possible to modify the technical solutions described in the foregoing embodiments, or to some or all of the technical features into
Row equivalent replacement；And these are modified or replaceed, various embodiments of the present invention technology that it does not separate the essence of the corresponding technical solution
The range of scheme.
Claims (12)
1. a kind of recognition methods of customer service characterized by comprising
Receive the user identity feature that business hall background system uploads；
The user identity feature is matched with the identity of pre-stored alternative user, is obtained and user's body
The corresponding user characteristic data of target user of part characteristic matching；
The corresponding user characteristic data of the target user is inputted into user model, exports the business handling letter of the target user
Breath；
The business handling information of the target user is sent to business hall background system.
2. the method according to claim 1, wherein by the user identity feature and pre-stored alternative
Before the identity of user matches, further includes:
The identity of user is obtained from target BS, and the business datum of corresponding user is obtained according to the identity of user；
Wherein, the business datum includes: Internet data, the history of user handles package information, consumption information；The online of the user
Data handle the operation system of package information, consumption information from business hall from user's online storage system, the history；
Processing is filtered to the business datum of user, obtains the identity and business datum of alternative user；
User characteristic data is extracted from the business datum of alternative user.
3. according to the method described in claim 2, it is characterized in that, the target BS is true according to preset rules by business hall
Fixed base station, wherein the preset rules include: selection centered on business hall, using pre-determined distance as radius institute coverage area
Interior all base stations.
4. according to the method described in claim 2, it is characterized in that, the identity of user includes: user's facial image, identity
It demonstrate,proves number, any in phone number or appoints more.
5. according to the method described in claim 2, obtaining standby it is characterized in that, be filtered processing to the business datum of user
Select the identity and business datum at family, comprising:
According to the business datum of user, user and total interaction time of the target BS in preset time span are determined；
Total interaction time is greater than to the user alternately user of preset threshold value, obtains the identity and business of alternative user
Data.
6. the method according to claim 1, wherein the user model includes: based on neural network
Disaggregated model, or disaggregated model is established based on machine learning；Wherein, the user model is by by historical user's characteristic
According to as input, handle what information was obtained as target output training using the corresponding actual services of historical user's characteristic.
7. method according to claim 1 to 6, which is characterized in that
The user characteristic data, comprising: the webpage information of access, the use information using APP, flow consumption information；
The user identity feature includes: one of user's facial image, ID card No., phone number.
8. a kind of recognition methods of customer service characterized by comprising
Obtain user identity feature；The user identity feature include: user's facial image, ID card No., phone number its
One of；
The user identity feature is uploaded to data center；
Receive the business handling information for the target user that data center sends；
Service number is generated according to the business handling information of the target user；
Corresponding attendant is assigned according to the service number.
9. a kind of identification device of customer service characterized by comprising
Receiving module, for receiving the user identity feature of business hall background system upload；
Matching module is obtained for matching the user identity feature with the identity of pre-stored alternative user
To user characteristic data corresponding with the target user of the user identity characteristic matching；
Processing module exports the target and uses for the corresponding user characteristic data of the target user to be inputted user model
The business handling information at family；
Sending module, for the business handling information of the target user to be sent to business hall background system.
10. a kind of data center characterized by comprising
Memory, for storing program；
Processor, for executing the described program of the memory storage, when described program is performed, the processor is used for
Execute such as method of any of claims 1-7.
11. a kind of computer readable storage medium characterized by comprising computer program, when it runs on computers
When, so that computer executes such as method of any of claims 1-7.
12. a kind of identifying system of customer service characterized by comprising data center, base station, business hall background system；
The data center is for executing such as method of any of claims 1-7；
The base station is used to obtain the identity and business datum of user, and is sent to the data center；
System is for executing method according to claim 8 behind the business hall.
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