CN110516874A

CN110516874A - Information processing method, apparatus and system

Info

Publication number: CN110516874A
Application number: CN201910800761.8A
Authority: CN
Inventors: 吕鹏
Original assignee: Bank of China Ltd
Current assignee: Bank of China Ltd
Priority date: 2019-08-28
Filing date: 2019-08-28
Publication date: 2019-11-29

Abstract

Present applicant proposes a kind of information processing methods, apparatus and system, in the face information of the row number equipment acquisition client of business handling mechanism, after identity identification information to obtain client accordingly, obtain the current emotional states of client and the type of prediction of this request transacting business accordingly by service server, and utilize the current waiting number and type of service for waiting transacting business, prediction latency time needed for predicting client's transacting business, utilizing these obtained parameters, obtain the tolerable waiting time that the client waits transacting business, so as within the time, the binding terminal of staff will be sent to for the recommendation service of the client, from staff to the present customers recommendation service, not only realize that the chip time to custom queueing waiting time recycles, extend business, and client is avoided due to the waiting time is too long It is lost.

Description

Information processing method, apparatus and system

Technical field

This application involves fields of communication technology, more particularly to a kind of information processing method, apparatus and system.

Background technique

Nowadays, with computer technology fast development, in order to improve business handling efficiency, most of service industry can be in industry The business handlings equipment such as mechanism setting queue machine are handled in business, in this way, can pass through queue machine after client enters business handling mechanism The business to be handled of self-service selection is generated the reservation number for handling corresponding service by queue machine, to carry out according to the reservation number Wait in line.

However, in practical applications, being lined up later client for reaching business handling mechanism, taking the pre- of transacting business About after number, very long wait in line is generally required, it is easy to become irritated, or even leave because waiting for a long time.

Summary of the invention

In view of this, it is pending to solve existing customer etc. this application provides a kind of information processing method, apparatus and system During reason business, it is easy to the problem of being lost because waiting for a long time.

In order to solve the above-mentioned technical problem, this application provides following technical schemes:

This application provides a kind of information processing methods, which comprises

The identity identification information of the client of current request transacting business is obtained, the identity identification information is done based on business What the collected face information of row number equipment of reason mechanism obtained；

Using the identity identification information, obtain the client current emotional states and this request transacting business it is pre- Survey type；

According to the current waiting number and type of service for waiting transacting business, obtain the client this request handle it is described The prediction latency time of type of prediction business；

Using the current emotional states, the type of prediction and the prediction latency time, obtains the client and wait Handle the tolerable waiting time of the type of prediction business；

Within the tolerable waiting time, the recommendation clothes for the client are sent to the binding terminal of staff Business.

Optionally, described to utilize the identity identification information, obtain the type of prediction of this request transacting business, comprising:

The determining client properties information to match with the identity identification information；

Obtain history service data corresponding with the client properties information determined；

Using the history service data of acquisition, the history service Change of types letter of client's transacting business is obtained Breath；

According to the history service Change of types information, the prediction class of transacting business in client's current slot is obtained Type.

Optionally, described within the tolerable waiting time, it is sent to the binding terminal of staff and is directed to the visitor The recommendation service at family, comprising:

Inquiry and the associated candidate service of the type of prediction, the candidate service includes the type of prediction business handling At least one preferential policy；

It is filtered out from the candidate service for institute according to the client properties information and the history service data State the recommendation service of client；

By the client properties information, the type of prediction, the prediction latency time, the tolerable waiting time and The recommendation service is sent to the binding terminal output of staff, so that the staff is in the tolerable waiting time Recommendation service described in the introversive present customers.

Optionally, described using the current emotional states, the type of prediction and the prediction latency time, obtain institute It states client and waits the tolerable waiting time for handling the type of prediction business, comprising:

By the current emotional states, the type of prediction and the prediction latency time input prediction model, institute is predicted It states during client waits and handle the type of prediction business, is transformed to default emotional state from the current emotional states and is spent Time；

The time that prediction obtains is waited to the tolerable waiting time for handling the type of prediction business as the client.

Present invention also provides a kind of information processing unit, described device includes:

Identity identification information obtains module, the identity identification information of the client for obtaining current request transacting business, institute Stating identity identification information is that the collected face information of row number equipment based on business handling mechanism obtains；

Type of service prediction module obtains the current emotional states of the client for utilizing the identity identification information And the type of prediction of this request transacting business；

Waiting time prediction module, for obtaining institute according to the current waiting number and type of service for waiting transacting business It states client this request and handles the prediction latency time of the type of prediction business；

The tolerable waiting time obtains module, for utilizing the current emotional states, the type of prediction and described pre- The waiting time is surveyed, the client is obtained and waits the tolerable waiting time for handling the type of prediction business；

Recommendation service sending module, for being sent to the binding terminal of staff within the tolerable waiting time For the recommendation service of the client.

Present invention also provides a kind of information processing system, the system comprises: row number equipment, service server and business Terminal, in which:

The face information of the client of the row number equipment acquisition current request transacting business, exports this request of the client The row number result of transacting business；

The service server includes communication module, memory and processor, and the processor calls and executes described deposit The program of reservoir storage, to realize each step of information processing method as described above；

The service terminal receives the Push Service that the service server is sent, and opens up to the Push Service Show.

Optionally, the row number equipment includes: image acquisition device, display, processor and communication module；

The processor is realized for controlling image acquisition device to the face information of the client of current request transacting business Acquisition；

The communication module, for collected face information to be sent to the service server.

It can be seen that compared with prior art, the application provides a kind of information processing method, apparatus and system, works as client When to business handling mechanism transacting business, it will usually arrive first the number of taking at business handling row number equipment, the row number of business handling at this time is set It is standby to acquire the face information of the client, and it is sent to server end after obtaining the identity identification information of the client accordingly, by industry Business server obtains the current emotional states of the client and the type of prediction of this request transacting business accordingly, and obtains current etc. To the waiting number and type of service of transacting business, the prediction latency time of this request transacting business of the client is obtained accordingly, Later, also it can obtain the client using current emotional states, type of prediction and prediction latency time etc. parameters and wait transacting business The tolerable waiting time will be sent to staff for the recommendation service of the client and within the tolerable waiting time Binding terminal on so that staff can show the recommendation service to user within client's waiting time, not only realize pair The chip time of custom queueing waiting time is recycled, to activate business, moreover, avoiding client is waiting transacting business Period generates unsatisfied perception and evaluation, improves the service experience of client's transacting business, reduces visitor to a certain extent Family number of dropouts.

Detailed description of the invention

In order to illustrate the technical solutions in the embodiments of the present application or in the prior art more clearly, 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 only this The embodiment of application for those of ordinary skill in the art without creative efforts, can also basis The attached drawing of offer obtains other attached drawings.

Fig. 1 shows a kind of optional exemplary block diagram of information processing system provided by the present application；

Fig. 2 shows in information processing system provided by the present application, the optional exemplary hardware configuration of one kind for equipment of arranging in numerical order Figure；

Fig. 3 shows the optional exemplary flow chart of one kind of information processing method provided by the present application；

Fig. 4 is shown in information processing method provided by the present application, and one kind of prediction client's transacting business type is optional to be shown The flow chart of example；

Fig. 5 shows the optional exemplary flow chart of another kind of information processing method provided by the present application；

Fig. 6 shows one kind optional exemplary flow chart of the information processing method provided by the present application under bank's scene；

Fig. 7 shows a kind of optional exemplary block diagram of information processing unit provided by the present application；

Fig. 8 shows the optional exemplary block diagram of another kind of information processing unit provided by the present application；

Fig. 9 is shown in information processing system provided by the present application, the optional exemplary hardware knot of one kind of service server Composition.

Specific embodiment

Below in conjunction with the attached drawing in the embodiment of the present application, technical solutions in the embodiments of the present application carries out clear, complete Site preparation description, it is clear that described embodiments are only a part of embodiments of the present application, instead of all the embodiments.It is based on Embodiment in the application, it is obtained by those of ordinary skill in the art without making creative efforts every other Embodiment shall fall in the protection scope of this application.

Referring to Fig.1, for realize the application propose information processing method system architecture diagram, the system may include row number Equipment 110, service server 120 and service terminal 130, in which:

Row number equipment can be the terminal device of the custom queueing number of taking for transacting business, such as self-service queue machine, this reality It applies in example, which can acquire the face information of client, to realize that client identity identification and client this request are done The prediction etc. of the type of service of reason, the application to row number equipment composed structure without limitation.

Optionally, a kind of optional hardware structural diagram for row number equipment that the application as shown in Figure 2 proposes, the row number Equipment 110 may include: image acquisition device 111, display 112, processor 113 and communication module 114, in which:

Image acquisition device 111 can be used for acquiring the face information of the client of current request transacting business.As it can be seen that the image Collector 111 can start camera, and the present embodiment is to the specific structure of image acquisition device 111 and its in row number apparatus body Mounting means without limitation.

Display 111 is displayed for the acquisition window of Image Acquisition, so that client watches face collection process, may be used also With identification result and this row number information etc. for showing the client, flexible configuration can allow according to actual needs Content shown by display, the application do not do and are described in detail one by one.

Optionally, in practical applications, which can be touching display screen, so that client can be according to aobvious Show that the prompt of content carries out touch operation, by with user interaction, realize business handling queuing number-taking etc..

Processor 113 can be used to control acquisition of the above-mentioned realization of image acquisition device 111 to the face information of client, such as adjust The parameters such as the distance of camera lens of whole image acquisition device 111 and angle, quickly and accurately to obtain the client clearly facial image, Specific implementation process the present embodiment is not detailed.

As another optional example of the application, which can also utilize (such as bank, business handling mechanism prestored Each site) client properties information, identify the client identity of this collected face information, such as judge the client whether be The existing client of business handling mechanism, such as the client of card is opened in the bank, which is specifically what which client etc..

Certainly, the collected face information of above-mentioned image acquisition device 111 can also be sent directly to service server, by industry Business server carries out identification, and the display that identification result feeds back to row number equipment is exported, and the application is to client The mode of identification is not construed as limiting.

Communication module 114 may include the wireless communication modules such as WIFI, GPRS, be used to and service server, service terminal Etc. other equipment carry out data interaction, face information such as is uploaded into service server, receives the processing knot that service server is fed back Fruit etc., the communication module 114 can also include by wired communication interfaces such as USB interface, serial/parallel mouths, to realize the row number equipment Internal data transfer etc., the communication interface type and all types of communication interfaces participation work that the application includes to the communication module 114 The realization process of work is not detailed.

It is to be appreciated that for the composed structure of above-mentioned row number equipment, it is not limited to the above-mentioned several parts enumerated, Ke Yigen According to the structure for needing flexible configuration row number equipment, the application is no longer described in detail.

Service server 120, which can be, provides the service equipment of various business services for user, and such as banking institution is come It says, the service for the various businesses which can support banking institution to realize that it is provided, as supported to handle related silver The capable various businesses blocked, various inquiry businesses etc., can according to actual needs, and the flexible configuration service server 120 is had Some business service types and function, the application are not detailed.

In the present embodiment practical application, which can be one or more servers, still be taken with bank For the mechanism that is engaged in, it is generally the case that a bank generally includes multiple service networks, in order to guarantee the efficient fortune of each service network One or more service servers 120, and the industry of each sub-services site can be arranged in row, the application for each service network Business server communicates with each other, and communicates to connect with the service server of main service network, so that each service network can lead to Constituted communication channel is crossed, the service server of main service network is accessed, meets business handling demand, implements process sheet Embodiment is not done and is described in detail one by one.

Service terminal 130 can be the electronic equipment of client's transacting business with staff, may include desktop computer, notes This computer, tablet computer etc., for the staff of different operating property, the type of used service terminal 130 can not Together, can determine according to actual needs, the application is not construed as limiting this.

For example, usually used service terminal includes desktop for the staff of bank outlets' sales counter transacting business Brain and its printing device of connection, the terminal devices such as paper money counter are usually used for the staff of hall, bank outlets work Service terminal be handheld terminal, such as tablet computer comes each client at one's side to facilitate this kind of staff to carry service terminal Transacting business etc..

It is to be appreciated that being formed for the system for realizing information processing method, it is not limited to several parts listed above, also It may include other ancillary equipments, the application will not enumerate.

In conjunction with the system architecture that figure 1 above is illustrated, referring to Fig. 3, one kind for the information processing method of the application proposition is optional Exemplary flow chart, this method can be applied to the service server in above system, knot of the application to the service server Structure without limitation, as shown in figure 3, this method may include but be not limited to following steps:

Step S11 obtains the identity identification information of the client of current request transacting business；

In the present embodiment, when client A is to certain business handling mechanism transacting business, the business handling mechanism can be arrived first Equipment of arranging in numerical order carries out queuing number-taking, at this point it is possible to the face information of client A is acquired using the face identification functions of row number equipment, To obtain the identity identification information of client A accordingly.

In conjunction with the description above to row number equipment, identity identification information can be believed by the collected face of row number equipment utilization Breath obtains, and in this case, which can carry out collected face information according to existing client properties information Identification obtains identity identification information.Alternatively, the row number equipment of the application can also be by collected face information, directly It is sent to service server, identification is carried out to it by service server, obtains the identity identification information etc. of the client A, this Apply to obtain identity identification information method without limitation.

It can be seen that the identity identification information that the present embodiment obtains can be acquired based on the row number equipment of business handling mechanism To face information obtain, can specifically include the client properties information of the client of current request transacting business, as client is current Collected facial image, customer name, client identity (such as normal client, VIP client), client business handling mechanism The type of service etc. handled, the particular content that the application includes to the identity identification information of acquisition is without limitation.

Step S12 utilizes the identity identification information, obtains the current emotional states and this request transacting business of the client Type of prediction；

After above description, which may include the face information of the client of this request transacting business, because This, the present embodiment can use the face information, analyze the current emotional states of the client, and the emotional state of the present embodiment can be with Refer to the mental state of client, that is, daily described mood, such as pleasant, tranquil, a little impatient, worried, anxiety, anger, without institute Meaning etc., when user is in different moods, the facial expression showed can difference, the present embodiment can be by dividing Face information is analysed, obtains the facial expression of existing customer, and then obtain emotional state corresponding with the facial expression.The application couple How face information is utilized, obtain the concrete methods of realizing of the current emotional states of client without limitation, it is not limited to above The method enumerated.

In addition, the application reduces the operation of user, the present embodiment can be set in client to queuing to improve user experience It is standby when carrying out queuing number-taking, after the identity that the client is determined by service server, using obtained identity identification information, to having deposited The history service data of the client of storage are analyzed, to prejudge this type of service that may handle of the client to get arriving The type of prediction of the wanted transacting business of the client, concrete methods of realizing the application no longer limit.

Step S13, according to the current waiting number and type of service for waiting transacting business, obtaining the client, to handle this pre- Survey the prediction latency time of the business of type；

In practical applications, when client's transacting business carries out queuing number-taking, business handling side can be determined in the client The number for waiting transacting business before can also further predict that these wait client to complete the time spent needed for business, Thus the prediction latency time that existing customer handles the business of the type of prediction is obtained.

Specifically, service server can count the same day after the type of prediction for determining this business handled of client The number for the waiting client being lined up before the client, these wait client to be waited the business handled and all kinds of business History handle the data such as time, the time that the wanted transacting business of the client currently to arrange in numerical order needs to wait, i.e. step is calculated S13 obtains the prediction latency time that the client handles the business of the type of prediction, but is not limited to the present embodiment description This implementation method.

Step S14 obtains client waiting and handles this using current emotional states, type of prediction and prediction latency time The tolerable waiting time of type of prediction business；

Wherein, the tolerable waiting time can refer within this time range, and client may continue waiting for handling this pre- Type service is surveyed, if being more than the time range, which is likely to leave business handling mechanism, be no longer waiting for

In practical applications, for the user of the attributes such as all ages and classes, different sexes, different academic backgrounds, waiting is handled same The tolerable waiting time of business is often different, and same user waits and handles the different kinds of business tolerable waiting time May also be different, even if same user, which waits, handles same type business, different emotional states are in the user and are started waiting The tolerable waiting time may also be different.

Based on this, a large amount of investigational datas that the application can obtain in advance obtain all types of user's waitings and handle respectively The case where class business, as user waits the practical waiting time of transacting business, if wait until transacting business, if without waiting for arriving Transacting business waits how long leaving business handling mechanism, as the waiting time increases the number such as variation of user emotion state According to later, according to multiple dimensions such as the user properties such as the age of user, gender, educational background and type of service, to the tune of acquisition It grinds data to be analyzed, obtains different user attribute to this analysis of the tolerable waiting time of different kinds of business as a result, originally Application is not detailed the analytic process, and is not construed as limiting to the recording mode of the analysis result.

In this way, the application determines that existing customer waits the current emotional states of transacting business, the industry in the manner described above After the type of prediction and prediction latency time of business, can inquire pre-stored different user attribute to different kinds of business can The corresponding relationship of latency tolerant obtains existing customer and waits the tolerable waiting time for handling the type of prediction business.

As the optional example of the application one, the application can also obtain model instruction using the investigational data such as above-mentioned acquisition Practice sample repeatedly to train deep learning network later using training sample, obtain for predicting user's equity wait handle The tolerance model of the tolerable waiting time of business, in this way, obtaining waiting working as the client of transacting business in the manner described above After preceding emotional state, the type of prediction for waiting transacting business and prediction latency time, these data can be inputted into tolerance mould Type obtains the client and waits the tolerable waiting time for handling type of prediction business.

According to the optional exemplary design, acquisition for above-mentioned prediction latency time and type of prediction can also be pre- First training obtains corresponding prediction model, using corresponding prediction model, fast and accurately obtains corresponding prediction result, this Shen Please the training method of all kinds of prediction models is not detailed.

Step S15 sends the recommendation for being directed to the client to the binding terminal of staff within the tolerable waiting time Service.

Under normal conditions, during client waits transacting business, the waiting time within its tolerable waiting time, The client will continue to wait transacting business, if the waiting time is more than its tolerable waiting time, which is likely to will not continue to Transacting business is waited, and selects to leave the business handling mechanism.Therefore, in order to avoid client is lost because the waiting time is too long, The application proposes that within the tolerable waiting time of client, introducing the client to the client from staff may be interested Business so that the waiting time of the customer perception will not be too long, will not because waiting so that client's mood is deteriorated, and then more intolerant to It is tired to continue waiting for and leave business handling mechanism,

Specifically, service server can be directed to different types of business in advance, other clothes relevant to the business are determined Business such as other types business, the various preferential policies of the type business, and is established between the business and other services of determination Incidence relation, in this way, within the tolerable waiting time of client, service server, which can be inquired, to be handled with client this request The candidate service of type of prediction business association, and the candidate service inquired is pushed to the binding terminal of default staff, Terminal is preset from this and carries out introduction to business to the client of waiting transacting business according to the candidate service of binding terminal display.

Optionally, in order to enable above-mentioned default staff more quickly and accurately, introducing it for client may feel The business of interest avoids introducing its business lost interest in or even do not liked for client, causes the mood of the client to be deteriorated, more Impatient waiting transacting business, after service server inquires candidate service, can also according to the client client properties information, The data such as the history service data of the client screen out out the recommendation service for the client, i.e., from the candidate service inquired At least one possible interested candidate service of the client, then the binding that the recommendation service is pushed to default staff are whole End.In this way, the default staff can be according to the recommendation service of the binding terminal display, to the correspondence for waiting transacting business Client introduces the possible interested business of the client and improves client's body to alleviate the anxiety that the client waits transacting business Test with business handling Institution Services quality, while business handling mechanism can also using client wait transacting business time-scale extension Business.

Wherein, default staff can refer to the staff for presetting position, rather than some particular job people Member, that is to say, that with the variation of staff posts, the staff of step S15 even its binding terminal can accordingly change Become, the application does not limit this.

In conclusion in the present embodiment, when client carries out queuing number-taking by recognition of face mode, service server While carrying out identification to the client, by using obtained identity identification information, client's current emotional states are determined And this may transacting business type of prediction, while can also predict that the client will handle the type of prediction business and need To time, i.e. prediction latency time when so that client starting waiting transacting business, understands the possibility of this request transacting business The time to be waited, moreover, service server, which can also further predict that the client waits, handles holding for the type of prediction business Bear the waiting time, and within the tolerable waiting time, determines the recommendation service for the client, introduced by staff The client is given, to alleviate the anxiety that client waits transacting business, avoids leaving industry because the customer perception waiting time is too long Mechanism is handled in business, causes customer churn.Meanwhile for business handling mechanism, it can use client and wait transacting business Time, branch out range, realizes the two-win of client and business handling mechanism (such as bank).

Referring to Fig. 4, for the optional exemplary flow chart of another kind for the information processing method that the application proposes, the present embodiment can It is mainly optional to one kind of above-described embodiment step S12 thin to be a kind of refinement implementation method for realizing information processing method Change example, i.e., main description obtains client, and this requests a kind of optional implementation method of the type of prediction of transacting business, but not It is confined to this implementation method of the present embodiment description, and the implementation method of other steps about information processing method can be with Referring to the description of above-described embodiment corresponding portion, this embodiment is not repeated, as shown in figure 4, this method may include:

Step S21, the determining client properties information to match with identity identification information；

It is to be appreciated that the acquisition process about the identity identification information, is referred to retouching for above-described embodiment corresponding portion It states, repeats no more.

It should be understood that in practical applications, client generally requires fill in the client one when business handling mechanism opens an account A little essential informations, the staff of business handling mechanism will record these client's essential informations, while can also carry out to client Man face image acquiring, and collected facial image and client's essential information etc. are stored as client properties information, with For the client from now on transacting business when, staff can call, content and its storage side of the application to client properties information Formula is without limitation.

In this way, obtain this request transacting business client identity identification information after, can from it is pre-stored In the client properties information for each client that the business handling mechanism opens an account, inquiry belongs to the client that the identity identification information matches Property information, as may include in the identity identification information current collected request transacting business client facial image, industry Business server can be carried out by by current collected facial image with the facial image in each client properties information of storage It compares, obtains belonging to the client properties information where the facial image of same client with current collected facial image, as The client properties information that the identity identification information matches, but it is not limited to this acquisition methods described herein.

Step S22 obtains history service data corresponding with the client properties information determined；

Wherein, which may is that the client generated number in business handling mechanism once transacting business According to, such as each business that the client has handled in business handling mechanism, i.e. history service, can also include to each history service according to The statistical result etc. of the canonical statistics such as type, or even can also include that the client handles practical waiting time of each history service etc. Information, and as client is in the increase of business handling mechanism transacting business number, the history of the client of service server storage Business datum content can also increase therewith, and the specific storage mode and content to each history service data are without limitation.

It should be noted that can be stored separately for business datum caused by different clients transacting business, such as will not With business datum caused by client's transacting business, stored with the client properties information association of respective client, the industry stored at this time Business data are properly termed as history service data.

Based on this, the application is obtaining the identity identification information of client, and obtains the client properties information of the client accordingly Afterwards, the identity of the client of current request transacting business can be thereby determined that, then accordingly from the history service of a large amount of clients of storage In data, the corresponding history service data of the client are inquired, that is, inquire history industry corresponding with the client properties information of the client Business data, specific querying method the present embodiment are not described further.

Step S23 obtains the history service Change of types of client's transacting business using the history service data of acquisition Information；

In conjunction with analysis above, history service data contain all kinds of business that client once handled and client handles each industry The correlation circumstance occurred when business, the variation of emotional state when such as client's transacting business, waits duration of transacting business etc., this Sample, by the analysis of the history service data of all kinds of business to acquisition, the Change of types of available client's transacting business Rule, i.e. history service Change of types information predict the business that client future different time may be handled, the application by it Without limitation to the form of expression of the history service Change of types information.

Optionally, the application can indicate the history service type of client's transacting business by the way of drawing curve Change information, and it is stored, for following work personnel calling, intuitively understand all kinds of business that the client once handled And its situation of change.

Step S24 obtains the pre- of transacting business in client's current slot according to the history service Change of types information Survey type.

After above description, the present embodiment in the manner described above, obtains the history service of the client of this request transacting business After Change of types information, the Change of types trend of client's transacting business can be determined therefrom that, determine the client when current Between in section may transacting business type of prediction, concrete methods of realizing the present embodiment is not described further.

To sum up, client does not need client's progress when carrying out queuing number-taking in the row number equipment of business handling mechanism substantially Manual operation, carries out man face image acquiring by the row number equipment automatically, carries out identification to the client, and determining the client Identity, after obtaining client properties information, service server will utilize corresponding history service data, and analysis obtains the client and does The changing rule of reason business, and then the type of business that the client this request is handled is predicted, row is manually operated without user Number equipment selects the business to be handled, greatlies simplify the operating procedure of client's request transacting business, improves customer service The service quality of experience and business handling mechanism.

As another optional example of the application, will be carried out below for the implementation of the step S15 of above-described embodiment thin Change explanation, but be not limited to this thinning method of the present embodiment description, is proposed referring in particular to the present embodiment shown in fig. 5 Another optional exemplary flow chart of information processing method, this method may include:

Step S31, when being waited using the current emotional states of client, the type of prediction of the client institute transacting business and prediction Between, it obtains the client and waits the tolerable waiting time for handling the type of prediction business；

About the tool for obtaining the emotional state of client, the type of prediction for the business that this request is handled and prediction latency time Body method is referred to the description of above-described embodiment corresponding portion, repeats no more.

And for the acquisition modes of tolerable waiting time, can be the current emotional states that will be obtained, type of prediction and Prediction latency time input prediction model, during predicting that the type of prediction business is handled in client waiting, from current emotional states It is transformed to default emotional state the time it takes, and the time that prediction obtains is waited as the client and handles the type of prediction The tolerable waiting time of business.

Wherein, default emotional state can refer to that client wants to leave the emotional state of business handling structure, such as irritable state The particular content of emotional state is preset without limitation to this Deng, the application, for attribute informations such as different sexes, age, educational backgrounds Client, corresponding default emotional state may be different, and therefore, the present embodiment can be in the client properties letter for determining the client After breath, default emotional state corresponding to the client properties information is obtained, carries out tolerable etc. according still further to method as described above Prediction to the time.

As another optional example, the application can also construct tolerable waiting time relation table, the tolerable etc. in advance It may include that multiple dimension combination institutes such as client properties information, emotional state, type of service, waiting time are right to time relationship table The tolerable waiting time answered, in this way, the present embodiment can screen and current directly from the tolerable waiting time relation table The tolerable waiting time that emotional state, type of prediction business, prediction latency time and client properties information match.

It is to be appreciated that the tolerable waiting time of prediction technique to(for) different clients, it is not limited to which the present embodiment is retouched The method stated.

Step S32, whether the waiting time for detecting client is more than the tolerable waiting time, if not, entering step S33, if so, executing step S36；

It, can be by row number equipment to the custom queueing etc. in the client row Shang number of current transacting business in the present embodiment Time to transacting business carries out timing, the waiting time of the client is monitored in real time, and be sent to service server, so that business Server completes step S32 accordingly；Certainly, the application can also generate the queuing of this transacting business of the client in row number equipment When number, timing is carried out by service server in the manner described above, obtains the waiting time that custom queueing waits transacting business, but It is not limited to both clocking methods described herein.

About the meaning of characterization of above-mentioned tolerable waiting time, it is referred to the description of above-described embodiment corresponding portion, is pressed The tolerable waiting time of the client of current request transacting business and the practical waiting time of the client are obtained according to the above method Afterwards, can with real-time detection, whether the practical waiting time is more than the tolerable waiting time, i.e., anticipation is current waits transacting business Client whether still will continue to wait transacting business, that is, predict the variation of the emotional state of the client in this way.

Step S33, inquiry and the associated candidate service of type of prediction；

In the present embodiment, which may include at least one preferential policy of type of prediction business handling, but simultaneously It is not limited to this, about the corresponding relationship of all kinds of business and each service, it is referred to the description of foregoing embodiments corresponding portion.

Step S34 is filtered out from candidate service for the client according to client properties information and history service data Recommendation service；

Description based on foregoing embodiments, the above-mentioned candidate service inquired are the types of service for requesting to handle for this Correlation, it is unrelated with the business which client request is handled, that is to say, that candidate service that step S33 is inquired simultaneously does not have needle To property, it comprises the possible interested services of client, the service that client loses interest in or even do not like are also contained, if directly Show the candidate service inquired, it is also necessary to staff's therefrom possible interested service of screening client one by one, very Trouble, and be easy that client is made to generate dislike, and then make the client more impatient waiting transacting business.

In this regard, the candidate service inquired is targetedly screened in the application proposition, to obtain client's most probable Interested candidate service is as recommendation service, and therefore, the present embodiment is in the client properties information and history industry for obtaining the client After data of being engaged in, analyzes it, obtain corresponding customer portrait, and then filter out the recommendation service for the client, this Shen Please without limitation to the determination method of customer portrait.

Optionally, the present embodiment can obtain after determining the client properties information of the client of current request transacting business History service data corresponding with the client properties information, analyzing to obtain the client by the history service data may be interested The information such as type of service, and then according to analysis as a result, filtering out the recommendation clothes for client from the candidate service inquired Business, concrete methods of realizing are not detailed.

Step S35, by the client properties information, the type of prediction, the prediction latency time, the tolerable waiting time and The recommendation service is sent to the binding terminal output of staff, so that staff is within the tolerable waiting time to the visitor Family shows the recommendation service；

It is more accurate and comprehensive in order to make the lobby manager staff of such as business processing mechanism in the present embodiment The relevant information of the current client for waiting transacting business of solution, service server are somebody's turn to do in such a way that above-described embodiment describes The related data of client, such as client properties information, type of prediction business to be dealt with, prediction latency time, tolerable are waited The information such as time, current waiting time, recommendation service, so that staff can selectively service to the client accordingly It introduces, to disperse to wait the attention of the client of transacting business, avoids becoming irritated because the waiting time is too long, or even leave industry Mechanism is handled in business, and the present embodiment utilizes service server to the implementation method of staff's pushed information and staff The information of binding terminal display services client, such as introduces the possible interested business preferential policy of client, does to client The concrete methods of realizing that reason business guides the contents such as operation is not detailed.

In addition, pushing to the content of the binding terminal of staff for service server, it is not limited to listed above Content, can flexibly be determined when preceding to binding terminal push according to information such as the type of prediction business that the client to be handled The information content, the application is no longer described in detail one by one, it is generally the case that in order to make staff understand the current transacting business that waits The essential information of client may include but be not limited to the push content of step S35 description.

Step S36 sends prompting message to the binding terminal of staff, which can be used for reminding work people Member provides compensation service to client.

According to method as described above, when determining that client waits the waiting time of transacting business to be more than that its tolerable waits Between, that is to say, that within client's tolerable time, the type of prediction business to be handled of the client is not handled yet, client this When mood may become irritated, or even be not desired to be further continued for waiting, in order to avoid customer churn, service server can be to work The binding terminal (such as handheld device) of personnel sends prompting message, to remind staff to compensate clothes to this kind of client in time Business can also add business handling window, add if the type of prediction business to be handled for client provides more preferential policy Fast business handling speed etc. this kind of is want because the waiting time is too long with the client left with keeping.

It, not only can the client can with Accurate Prediction in conclusion the present embodiment is when arranging in numerical order to client's transacting business The time that the type of service and needs that can be handled wait, it can also further predict that the client can wait and handle the prediction class The tolerable waiting time of type business is monitored according to practical waiting time of the tolerable waiting time to client, and In the tolerable waiting time, its possible interested recommendation service actively is introduced to client from relevant work personnel, reduces visitor Perception of the family to waiting time is alleviated the stress in client's waiting process, while being also achieved new to business processing mechanism The accurate distribution and proficient service of business, achieve the effect that two-win；Moreover, being waited in client's waiting time more than its tolerable When the time, it is further proposed that compensation service, maximum possible, which is kept, selects the client left because the waiting time is too long, increases client Viscosity reduces the unnecessary loss of client.

In order to more clearly illustrate the information processing method of the application proposition, hereafter will be to bank's transacting business with client The realization process of the information processing method is described in application scenarios, but is not limited to this answering of the present embodiment description With scene, as shown in fig. 6, client A is turned first at the row number equipment of bank outlets and is arranged to certain bank outlets' transacting business Team's number of taking, at this point, row number equipment carries out man face image acquiring to client A, it, specifically can be by identify the identity information of the client A Equipment of arranging in numerical order is realized using face recognition technology, collected face information can also be sent to service server, by business Server is compared by the facial image in each client properties information with storage, determines the identity information of the client A, when So, client A can also be operated, with number of request transacting business by the way of brush bank card in row number equipment Code.

Later, the service server of bank works as forefathers such as client A for using the identity identification information of obtained client A Face image determines the current emotional states of client A, the client properties information that can also obtain client A and corresponding history service Data etc., to predict the client A accordingly, this requests the type of service handled, while can also handle industry using current waiting The waiting number and type of service of business predict the time that the client A wants transacting business to be waited, i.e. prediction latency time, and Using these parameters, determine that the client A can wait the tolerable waiting time for handling type of prediction business, in this way, in client A During waiting transacting business, service server can be within the tolerable waiting time, and screening it for the client A may Interested recommendation service is sent in the handheld device of bank outlets lobby manager, can also send the client A at the same time Relevant information, such as attribute information, the prediction type of service, prediction latency time, holding fix information of client A, so as to hall Manager can check these information, and introduce these recommendation services to client A accordingly, because the recommendation service has catered to client A's Demand can alleviate the stress during client A waiting transacting business, while can realize the popularization to banking.

Further, service server monitors that the waiting time of client A is more than its tolerable waiting time, and client A is very Bank outlets may be left, at this point, service server can in time to lobby manager send prompting message, from lobby manager to Client A provides compensation service, to keep client A, utmostly reduces the unnecessary loss of client, improves the clothes of bank outlets Quality of being engaged in and customer service experience.

Optionally, it for the acquisition of the face information of above-mentioned client A, can also be adopted by the camera installed in bank outlets Collect and be sent to service server, at the same time, the application can also utilize radio frequency induction equipment, carry bank card in client A When into bank outlets, the customer information of the bank card storage of active detecting to the client A, in conjunction with collected face information, It realizes client identity identification and positioning, so that hall staff actively guides client's transacting business, further improves client Experience, wherein under the scene, can also be handled according to method as described above by service server prediction client Type of service, waiting time, tolerable waiting time etc..

And the client for coming bank outlets for the first time, it is proposed by the application this client's no requirement (NR) the case where Under, it is actively offering customers service, greatly improves customer perception, comes especially for the client for not knowing about business handling process It says, can preferably help client's transacting business, reduce the unnecessary waiting time.

Referring to Fig. 7, for the optional exemplary structure chart of one kind for the information processing unit that the application proposes, which can be answered For service server, as shown in fig. 7, the apparatus may include:

Identity identification information acquisition module 21, the identity identification information of the client for obtaining current request transacting business, The identity identification information is that the collected face information of row number equipment based on business handling mechanism obtains；

Type of service prediction module 22 obtains the current emotional shape of the client for utilizing the identity identification information The type of prediction of state and this request transacting business；

Waiting time prediction module 23, for obtaining according to the current waiting number and type of service for waiting transacting business The prediction latency time of the type of prediction business is handled in this request of the client；

The tolerable waiting time obtains module 24, for utilizing the current emotional states, the type of prediction and described Prediction latency time obtains the client and waits the tolerable waiting time for handling the type of prediction business；

Recommendation service sending module 25, for being sent out to the binding terminal of staff within the tolerable waiting time Send the recommendation service for the client.

Optionally, as shown in figure 8, above-mentioned type of service prediction module 22 may include:

Client properties information determination unit 221 is believed for the determining client properties to match with the identity identification information Breath；

History service data capture unit 222, for obtaining history service number corresponding with determining client properties information According to；

Type of service change information acquiring unit 223, for obtaining the visitor using the history service data obtained The history service Change of types information of family transacting business；

Type of service predicting unit 224, for it is current to obtain the client according to the history service Change of types information The type of prediction of transacting business in period.

Correspondingly, as shown in fig. 7, above-mentioned recommendation service sending module 25 may include:

Candidate service query unit 251, for inquiring and the associated candidate service of the type of prediction, the candidate service At least one preferential policy including the type of prediction business handling；

Recommendation service screening unit 252, for according to the client properties information and the history service data, from described In candidate service, the recommendation service for the client is filtered out；

Data transmission unit 253, for by the client properties information, the type of prediction, the prediction latency time, The tolerable waiting time and the recommendation service are sent to the binding terminal output of staff, so that the staff To recommendation service described in the present customers within the tolerable waiting time.

On the basis of the various embodiments described above, which can also include:

Prompting message sending module, for the waiting time in the client be more than the tolerable waiting time the case where Under, the binding terminal of Xiang Suoshu staff sends prompting message, and the prompting message is for reminding the staff to institute It states client and compensation service is provided.

In addition, obtaining module 24 for the tolerable waiting time in the various embodiments described above, may include:

Model prediction unit, for the current emotional states, the type of prediction and the prediction latency time is defeated Enter prediction model, during predicting that the type of prediction business is handled in client's waiting, is transformed to from the current emotional states Default emotional state the time it takes；

Tolerable waiting time determination unit, the time for obtaining prediction handle described pre- as client waiting Survey the tolerable waiting time of type service.

Alternatively, tolerable waiting time acquisition module 24 may include:

Tolerable waiting time relation table acquiring unit door, for obtaining the tolerable waiting time relationship constructed in advance Table；

Tolerable waiting time screening unit, for from the tolerable waiting time relation table, screening to be worked as with described The tolerable that preceding emotional state, the type of prediction business, the prediction latency time and the client properties information match Waiting time.

In the application practical application, above- mentioned information processing unit may include processor and memory, identification letter Breath obtains module, type of service prediction module, waiting time prediction module, the acquisition of tolerable waiting time module, recommendation service Sending module etc. can be used as program unit storage in memory, execute above-mentioned journey stored in memory by processor Sequence unit realizes that corresponding function, specific implementation process are referred to the description of above method embodiment corresponding portion, do not make It repeats.

Include kernel in processor, is gone in memory to transfer corresponding program unit by kernel.Kernel can be set one Or more, each step of above- mentioned information processing method is realized by adjusting kernel parameter, waits transacting business to alleviate client The stress of period reduces the unnecessary loss of client, meanwhile, the time of transacting business is waited using client, targetedly Ground is offering customers service and preferential measure, is improved service quality and product competitiveness.

Memory may include the non-volatile memory in computer-readable medium, random access memory (RAM) and/ Or the forms such as Nonvolatile memory, if read-only memory (ROM) or flash memory (flash RAM), memory include that at least one is deposited Store up chip.

Present invention also provides a kind of storage mediums, are stored thereon with program, realize when which is executed by processor State each step of information processing method.

Present invention also provides a kind of processor, the processor is for running program, wherein executes when the program is run Each step of information processing method is stated, specific implementation process is referred to the description of above method embodiment corresponding portion, this Embodiment does not repeat them here.

Present invention also provides a kind of service servers, referring to hardware structural diagram shown in Fig. 9, the service server It may include: communication module 31, memory 32 and processor 33, in which:

The quantity of communication module 31, memory 32 and processor 33 can be at least one, and be realized by communication bus Mutual communication, concrete methods of realizing are not construed as limiting.

Communication module 31 can be wired or wireless communication module, such as WIFI module, GPRS communication module, be used to real Existing service server content and its communication between other equipment, the present embodiment do not make the type and structure of the communication module It limits, can be determined according to practical communication demand.

Memory 32 can be used to store the program for realizing above- mentioned information processing method.

In the present embodiment, memory 32 can also record the various data generated in information process, such as business number According to, client properties information etc..

Processor 33 can be used to call and execute the program of memory storage, to realize each step of information processing method Suddenly, specific implementation step is referred to the description of above method embodiment corresponding portion.

The application also proposed a kind of information processing system, the system structure referring to shown in figure 1 above, which may include Row number equipment 110, service server 120 and service terminal 130.

Row number equipment 110 can acquire current request transacting business client face information, export the client this The row number of transacting business is requested as a result, being such as lined up Bale No. code, waiting time, waiting number content.About the row number equipment Specific structure and function are referred to the description of above-described embodiment corresponding portion.

The composed structure and its function of service server 120 are referred to the description of above-mentioned service server embodiment, no It repeats again.

Service terminal can be used to receive the Push Service that the service server is sent, and carry out to the Push Service It shows, or receives what the service server was sent, the client properties information of the client, the type of prediction business, institute Prediction latency time and the tolerable waiting time are stated, so that the service terminal currently holds staff to the visitor Family provides service.

In practical applications, which can be the portable handheld device such as mobile phone, tablet computer, but not It is confined to this.

Finally, it should be noted that about in the various embodiments described above, such as first, second or the like relational terms are only Only it is used to distinguish an operation or unit with another operation or unit, without necessarily requiring or implying these units Or there are any actual relationship or orders between operation.

Each embodiment in this specification is described in a progressive manner, the highlights of each of the examples are with other The difference of embodiment, the same or similar parts in each embodiment may refer to each other.For device disclosed in embodiment, For system, service server, since it is corresponding with method disclosed in embodiment, so being described relatively simple, related place Referring to method part illustration.

The foregoing description of the disclosed embodiments makes professional and technical personnel in the field can be realized or use the application. Various modifications to these embodiments will be readily apparent to those skilled in the art, as defined herein General Principle can be realized in other embodiments without departing from the spirit or scope of the application.Therefore, the application It is not intended to be limited to the embodiments shown herein, and is to fit to and the principles and novel features disclosed herein phase one The widest scope of cause.

Claims

1. a kind of information processing method, which is characterized in that the described method includes:

The identity identification information of the client of current request transacting business is obtained, the identity identification information is based on business handling machine What the collected face information of row number equipment of structure obtained；

Using the identity identification information, the current emotional states of the client and the prediction class of this request transacting business are obtained Type；

According to the current waiting number and type of service for waiting transacting business, obtains the client this request and handle the prediction The prediction latency time of type service；

Using the current emotional states, the type of prediction and the prediction latency time, obtains client's waiting and handle The tolerable waiting time of the type of prediction business；

Within the tolerable waiting time, the recommendation service for being directed to the client is sent to the binding terminal of staff.

2. obtaining this method according to claim 1, wherein described utilize the identity identification information and asking Seek the type of prediction of transacting business, comprising:

Using the history service data of acquisition, the history service Change of types information of client's transacting business is obtained；

According to the history service Change of types information, the type of prediction of transacting business in client's current slot is obtained.

3. according to the method described in claim 2, it is characterized in that, described within the tolerable waiting time, to work people The binding terminal of member sends the recommendation service for being directed to the client, comprising:

Inquiry with the associated candidate service of the type of prediction, the candidate service include the type of prediction business handling extremely A few preferential policy；

It is filtered out from the candidate service for the visitor according to the client properties information and the history service data The recommendation service at family；

By the client properties information, the type of prediction, the prediction latency time, tolerable waiting time and described Recommendation service be sent to staff binding terminal output so that the staff within the tolerable waiting time to Recommendation service described in the present customers.

4. according to the method described in claim 3, it is characterized in that, the method also includes:

In the case where the waiting time of the client being more than the tolerable waiting time, the binding of Xiang Suoshu staff is whole End sends prompting message, and the prompting message is for reminding the staff to provide compensation service to the client.

5. according to the method described in claim 3, it is characterized in that, described utilize the current emotional states, the prediction class Type and the prediction latency time obtain the client and wait the tolerable waiting time for handling the type of prediction business, packet It includes:

By the current emotional states, the type of prediction and the prediction latency time input prediction model, the visitor is predicted Family waits handle the type of prediction business during, be transformed to that default emotional state spent from the current emotional states when Between；

6. according to the method described in claim 3, it is characterized in that, described utilize the current emotional states, the prediction class Type and the prediction latency time obtain the client and wait the tolerable waiting time for handling the type of prediction business, packet It includes:

Obtain the tolerable waiting time relation table constructed in advance；

It is screening and the current emotional states, the type of prediction business, described from the tolerable waiting time relation table The tolerable waiting time that prediction latency time and the client properties information match.

7. a kind of information processing unit, which is characterized in that described device includes:

Identity identification information obtains module, the identity identification information of the client for obtaining current request transacting business, the body Part identification information is that the collected face information of row number equipment based on business handling mechanism obtains；

Type of service prediction module obtains the current emotional states and sheet of the client for the utilization identity identification information The type of prediction of secondary request transacting business；

Waiting time prediction module, for obtaining the visitor according to the current waiting number and type of service for waiting transacting business The prediction latency time of the type of prediction business is handled in this request of family；

The tolerable waiting time obtains module, for utilizing the current emotional states, the type of prediction and described prediction etc. To the time, obtains the client and wait the tolerable waiting time for handling the type of prediction business；

Recommendation service sending module, for being directed to the transmission of the binding terminal of staff within the tolerable waiting time The recommendation service of the client.

8. a kind of information processing system, which is characterized in that the system comprises: row number equipment, service server and service terminal, Wherein:

The face information of the client of the row number equipment acquisition current request transacting business, exports the client this request and handles The row number result of business；

The service server includes communication module, memory and processor, and the processor calls and executes the memory The program of storage, to realize each step of information processing method as described in any one of claims 1 to 6；

The service terminal receives the Push Service that the service server is sent, and is shown to the Push Service.

9. system according to claim 8, which is characterized in that the row number equipment include: image acquisition device, display, Processor and communication module；

The processor realizes adopting to the face information of the client of current request transacting business for controlling image acquisition device Collection；

10. system according to claim 8, which is characterized in that the service terminal is also used to receive the business service What device was sent, the client properties information of the client, the type of prediction business, the prediction latency time and the tolerable Waiting time, so that the service terminal currently holds staff to the offering customers service.