CN110969525A

CN110969525A - Method and system for integrating and analyzing bank full-channel window service traces

Info

Publication number: CN110969525A
Application number: CN201911197362.3A
Authority: CN
Inventors: 左毅
Original assignee: Bank of Communications Co Ltd
Current assignee: Bank of Communications Co Ltd
Priority date: 2019-11-29
Filing date: 2019-11-29
Publication date: 2020-04-07
Anticipated expiration: 2039-11-29
Also published as: CN110969525B

Abstract

The invention relates to a method and a system for integrating and analyzing a bank full-channel window service trace, wherein the method comprises the following steps: (1) collecting and summarizing prompt information of all channel window clients of a bank and forming a standardized prompt information message; (2) analyzing the standardized prompt message, including: (21) the method comprises the steps of prompting information traceability analysis, determining a problem traceability label of each piece of prompting information, and generating a traceability analysis table; (22) calculating the pop-up probability of the prompt message of the single transaction function, combining the traceability analysis table, and determining the single transaction function prompt message probability traceability table; (23) analyzing cross-channel combined service efficiency; (24) determining the output rate of a single window of each website of the bank; (25) and determining the optimal service window combination of each channel window of the bank outlets based on the number of the prompt information messages. Compared with the prior art, the method and the system realize the integrated analysis of all channel windows of the bank and provide a basis for accurately improving the service level of the bank outlets.

Description

Method and system for integrating and analyzing bank full-channel window service traces

Technical Field

The invention relates to a bank data analysis and mining method and system, in particular to a bank full-channel window service trace integration analysis method and system.

Background

When a counter service is operated by a counter of a traditional network point counter, the counter is mainly used for evaluating performances such as service quantity, service errors and the like. With the pressure drop of high counter (the counter providing the cash service), more counter services are migrated to channels such as smart cabinets, handheld tablets, and the like. Original complete high cabinet service is delivered to customers after being flexibly combined to a plurality of channels including a handheld PAD, an intelligent cabinet and a high cabinet. The original high cabinet teller also goes out of the counter and enters a self-service area to assist a customer to handle services, and under the scene, the network teller faces various service handling modes: the handheld PAD and the high cabinet are connected in series for handling services, and the intelligent cabinet and the handheld PAD are connected in series for combining services. After a customer enters a network point, a hall manager may pre-record some information on a handheld PAD, and then follow-up information is supplemented on an intelligent cabinet or a high cabinet counter to finally complete delivery; it is also possible to pre-record a message on the customer's personal handset and then complete the delivery on a smart or high-bay. In the current mode, multiple systems are connected in series to complete delivery of a certain service, so that interaction prompt information and fault rejection information are divided by each main service system, a time sequence view of full-channel full-flow interaction prompt information centering on a customer is omitted, and a hand grip or a method for service promotion and flow improvement based on full-channel full-flow information prompt data is omitted.

At present, error reporting, alarming and prompting information of various systems are generated by various server side systems (intelligent cabinets, ATMs, high-low cabinets and the like), most of prompting information interacted with customers does not leave marks in the systems, and acquisition and quantitative analysis of prompting information data are not facilitated. Meanwhile, the customer completes a service which may span multiple media devices (such as handheld PAD pre-recording, delivery after intelligent cabinet additional recording, or delivery after intelligent cabinet pre-recording and high cabinet counter additional recording), prompt interactive information of various device service parties are independent, interactive prompt information in the whole delivery process of the customer is not integrated according to time sequence, and analysis and discovery after various prompt information is collected for the customer are avoided.

Disclosure of Invention

The invention aims to overcome the defects of the prior art and provide a method and a system for integrating and analyzing a full-channel window service trace of a bank.

The purpose of the invention can be realized by the following technical scheme:

a method for integrating and analyzing a bank full-channel window service trace comprises the following steps:

(1) collecting and summarizing prompt information of all channel window clients of a bank and forming a standardized prompt information message;

(2) analyzing the standardized prompt message, including:

(21) the method comprises the steps of prompting information traceability analysis, determining a problem traceability label of each piece of prompting information, and generating a traceability analysis table;

(22) calculating the pop-up probability of the prompt message of the single transaction function, combining the traceability analysis table, and determining the single transaction function prompt message probability traceability table;

(23) analyzing cross-channel combined service efficiency;

(24) determining the output rate of a single window of each website of the bank;

(25) and determining the optimal service window combination of each channel window of the bank outlets based on the number of the prompt information messages.

The prompt information tracing analysis in the step (21) specifically comprises the following steps: extracting information in a field of 'prompt dialog content' in a standardized prompt information message, and matching to obtain a problem tracing label, wherein the problem tracing label comprises: monitoring management loss, customer misoperations, teller misoperations, process design issues, and other issues.

The step (22) of calculating the pop-up probability of the prompt message of the single transaction function specifically comprises the following steps:

for any single transaction function, extracting all prompt information corresponding to a 'transaction function code' or 'transaction name' field in a standardized prompt information message, and solving the daily average occurrence probability of any type of prompt information under the single transaction function, wherein the type of the prompt information corresponds to the information in the 'prompt jargon content' field in the standardized prompt information message.

The step (23) is specifically as follows:

screening all the standardized prompt information messages with the same client number and the same transaction name in the standardized prompt information messages, and determining the cross-channel combined transaction duration of the client according to the prompt time in the standardized prompt information messages, thereby obtaining the cross-channel combined transaction efficiency.

The step (24) is specifically as follows:

the standardized prompt information messages are classified according to 'initiating channels', the messages belonging to the same 'initiating channel' are determined as a class, the daily accumulated number of the messages is counted, and the daily accumulated number under each 'initiating channel' is determined as the output rate of a single window of the initiating channel.

The step (25) is specifically as follows: configuring the combination proportion of different service windows, extracting standardized prompt information messages under different service window combinations in the same time period, determining the number of service clients under the corresponding service window combination in the time period according to the client number in the standardized prompt information messages, and selecting the service window combination with the highest number of service clients as the optimal service window combination in the time period.

A bank full-channel window service trace integration and analysis system comprises an integration and analysis server, wherein the integration and analysis server comprises a memory and a processor;

the memory is used for storing a computer program;

the processor is used for executing the bank full-channel window service trace integration analysis method when executing the computer program.

Compared with the prior art, the invention has the following advantages: the method collects the trace of the prompt information of all channel window clients of the network, serially connects the prompt information of the client network trace path according to the time sequence, presents the long-flow cross-system business operation steps facing the client, focuses on the success rate of each channel service window really close to the client, and accurately improves the service level of the bank network, so that the error accurate pressure drop of various human reasons such as misoperation, equipment abnormity and the like is realized; through prompt information big data analysis, the combination and matching of service workers and self-service windows with optimal efficiency are found, and new services of bank outlets with zero waiting, zero fault and zero complaint are created.

Drawings

FIG. 1 is a block diagram of a system for integrating the service trace of the full channel window of the bank.

In the figure, 1 is an integrated analysis server, 21 is a queuing machine/pre-form machine, 22 is a handheld PAD, 23 is an intelligent cabinet, 24 is a cabinet terminal, 25 is other windows, 31 is an intelligent cabinet server, 32 is a counter server, and 33 is a handheld device server.

Detailed Description

The invention is described in detail below with reference to the figures and specific embodiments. Note that the following description of the embodiments is merely a substantial example, and the present invention is not intended to be limited to the application or the use thereof, and is not limited to the following embodiments.

Examples

As shown in fig. 1, a system for integrating and analyzing service traces of a bank full channel window comprises an integration and analysis server 1, wherein the integration and analysis server 1 is used for collecting and summarizing prompt information of all channel window clients of a bank and performing integration and analysis, channel windows of the bank comprise a queuing machine/pre-form filling machine 21, a handheld PAD22,

intelligent cabinets

23 and 24 shown in fig. 1 as a cabinet terminal and other windows 25, and the channel windows of the bank can be divided into three types as a whole: the system comprises an intelligent cabinet, a high cabinet counter and handheld equipment, wherein each type of equipment is correspondingly provided with a corresponding server respectively, and the servers comprise an intelligent cabinet server 31, a counter server 32 and a handheld equipment server 33. The integration analysis server 1 includes a memory and a processor; a memory for storing a computer program; and the processor is used for executing the following bank full-channel window service trace integration analysis method when the computer program is executed.

(2) analyzing the standardized prompt message, including:

(23) analyzing cross-channel combined service efficiency;

(one) prompt information related definition:

the prompt message includes three types:

1. and (3) alarm prompt information: the prompt information which is popped up in the transaction operation process and allows the follow-up operation can be continued after the button in the prompt box is clicked by a mouse or a keyboard;

2. rejecting prompt information: the prompt information which is popped up and prohibits the subsequent operation in the transaction operation process is used for closing the transaction page after a prompt box is clicked by a mouse or a keyboard, and the completion can be continued after the current fault reason is solved;

3. general operation prompt information: the general prompt in the transaction operation process does not need the intervention operation of a mouse or a keyboard.

An example of a standardized alert message is as follows: | high cabinet | KK | Kaka |/opencard/KK/K1.html | Kaka number overrun | 2019050809: 05:01| TELLER1| GT1001|310800|123456 |.

The message is interpreted as: at a 310800 network point, 5 minutes and 1 second at 9 point and 8 days in 2019, a TELLER1 TELLER prompts that the card opening quantity is over-limited when the card opening business is operated for a customer 123456 at a GT1001 counter of a high cabinet, and the prompt generally belongs to misoperation caused by non-advanced communication with the customer.

(II) prompt information tracing analysis

The prompt information tracing analysis in the step (21) specifically comprises the following steps: extracting information in a field of 'prompt dialog content' in a standardized prompt information message, and matching to obtain a problem tracing label, wherein the problem tracing label comprises: monitoring management loss, customer misoperations, teller misoperations, process design issues, equipment hardware failures, and other issues. And labeling the labels on all the prompt messages to form a prompt message traceability analysis table shown in the following table 1.

Table 1 hint information traceability analysis table

(III) Pop-up probability analysis of prompt messages for Single transaction function

for any single transaction function, extracting all prompt information corresponding to a field of 'transaction function code' or 'transaction name' in a standardized prompt information message, and solving the daily average occurrence probability of any type of prompt information under the single transaction function, wherein the type of the prompt information corresponds to information in a field of 'prompt language content' in the standardized prompt information message, such as: and determining the prompt information of the class of account opening quantity exceeding displayed in the prompt dialog content as a class, determining the prompt information of the class of client signature fuzzy unidentified displayed in the prompt dialog content as a class, and the like.

Specifically, the method comprises the following steps: the card opening function "a 1 prompt message" daily average occurrence probability ═ Count (initiating channel + transaction function XX + page function path + prompt content a1)/MAX (Count (initiating channel + transaction function XX + page path 1+ prompt content a1), Count (initiating channel + transaction function XX + page path 1+ prompt content a2), …, and Count (initiating channel + transaction function XX + page path n + prompt content An)), where Count represents a Count and MAX represents a maximum value.

Calculating the pop-up probability of the prompt message of the single transaction function, combining the traceability analysis table, and determining the traceability table of the prompt message probability of the single transaction function, wherein an example is shown in table 2:

table 2 single transaction function prompt information probability traceability table

The value of the above numbers is to find an accurate grip for continued optimization of a particular transaction function.

Efficiency of cross-channel combinational services

The step (23) is specifically as follows:

For example, the same customer number C1 is collated with the record entries across channels for the same trade name K1:

a high cabinet, a transaction function code, a transaction name, K1, a page function path, a prompt content, a prompt time, T2, a teller machine, an equipment ID, a website number, a customer number, C1;

………………………………………………………………………………………

and determining the cross-channel combined transaction duration of the K1 business of the C1 client according to the prompt time T1-Tn in the prompt information.

Table 3 gives an example of how long calculation was handled to two customers cross-channel combination business, as can be seen from table 3, the customer of customer number "12345", handle the business of opening the card, adopt the form of "handheld PAD + intelligent cabinet" combination handling, it is long 15 minutes to handle its combination, the same thing, the customer of customer number "56789", handle the business of opening the card, adopt the form of "handheld PAD + high cabinet" combination handling, it is long 10 minutes to handle its combination handling, it can be seen from this that, it is higher to adopt the mode of "handheld PAD + high cabinet" combination handling to handle the business of opening the card effect.

TABLE 3 customer Cross-channel combination transaction duration table

Five, single window output rate

The step (24) is specifically as follows:

The following standardized prompt message is analyzed:

i intelligent cabinet A1 transaction function code I transaction name I page function path I prompt content I prompt time T4I operation teller I equipment ID I website number I customer number C1I;

i intelligent cabinet A2 transaction function code I transaction name I page function path I prompt content I prompt time T5I operation teller I equipment ID I website number I customer number C I;

i intelligent cabinet A3 transaction function code I transaction name I page function path I prompt content I prompt time T6I operation teller I equipment ID I website number I customer number C1I;

i, a high cabinet window 1, a transaction function code, a transaction name, a page function path, prompt contents, prompt time T2, an operation teller, equipment ID, a website number and a client number C3;

i, a high cabinet window 2, a transaction function code, a transaction name, a page function path, prompt contents, prompt time T3, an operation teller, equipment ID, a website number and a client number Cm;

a single window yield report is formed as shown in table 4:

TABLE 4 Single Window yield report

Sixthly, configuring the combination proportion of different service windows

The step (25) is specifically as follows: configuring the combination proportion of different service windows, extracting standardized prompt information messages under different service window combinations in the same time period, determining the number of service clients under the corresponding service window combination in the time period according to the client number in the standardized prompt information messages, and selecting the service window combination with the highest number of service clients as the optimal service window collocation in the time period. The effective service client time length is the time length accumulated by the starting time and the ending time of the collected prompt message, and the time length is not in a general uniform time period (such as 9: 00 to 11:00 in the morning), so the method has more accurate statistics. Table 5 shows a comparison table of different service window combination ratios:

TABLE 5 comparison table of combination ratio of different service windows

In this embodiment, the common high-cabinet foreign currency exchange business, the intelligent cabinet credit certificate printing business and the analysis of the combination efficiency of the website service window are taken as examples:

high cabinet foreign currency exchange:

through error reporting abnormal data analysis, the high-frequency service often reports errors when facing the cabinet: cash XXX currency is not present. Then the cash is successfully submitted after being allocated by the teller, and the delivery of the customer is delayed for 5 minutes. After analyzing the improvement of the business process, the customer is guided to pre-fill the relevant information when the customer takes a number, and the customer is queued and dispatched to the counter window with the currency business after pre-checking.

(II) self-service equipment printing credit worthiness certificate

The self-service equipment submits the transaction information to be recorded and finished, and the customer is prompted after submission: "missing printed paper please contact the website personnel". The system determines that the error report is a monitoring management missing, and a special device administrator does not check the missing paper in time.

(III) optimal combination analysis of dot equipment

A certain network point A, 3 high cabinet windows, 2 intelligent cabinets and 2 handheld PAD devices, wherein the total number of 4 people in the peak period (10:00-11:00) of the service is on duty, 20 services of the 3 high cabinet windows and 1 handheld PAD device are opened, the other network point B device and resources are consistent with those of the network point A, 4 people are on duty in the peak period, and 25 services are handled in the windows of the 2 high cabinet windows and the 2 handheld PAD devices. The scene is easier to find accurate and quantitative interactive trace data and optimal practices based on the accurate and quantitative interactive trace data through full-channel interactive prompt information trace acquisition and analysis.

The application scenario of the analysis result of the invention comprises:

1. facing to the system operation and maintenance personnel: and items with abnormally increased or decreased prompt information pop-up window probability are found in time, operation and maintenance system personnel are pushed to accurately and quickly identify fault scenes, the influence range is confirmed, and whether the program change error results is judged.

2. The network manager is oriented: and the root cause of business handling is blocked by the high-frequency popup window, and training or assessment performance is enhanced or adjusted. The combination efficiency of the service windows of the network points is effectively observed, and better window matching is arranged.

3. Business process-oriented designers: and optimizing an interactive operation process and guiding the flow reconstruction for reducing the misoperation of a client and the misoperation of a teller through the probability distribution of popup data.

4. System-oriented operating teller: the business or transaction with high misoperation probability is accurately found, the customers are effectively communicated, and the learning is strengthened.

The invention collects the interactive prompt information trace of the network full-channel terminal system, and serially connects the system prompt information of the client network trace path according to the time sequence, thereby presenting the long-flow cross-system business operation steps facing the client, focusing the success rate of each channel service window really close to the client, and accurately improving the service level of the bank network, so as to accurately reduce the error caused by various misoperation, equipment abnormality and other artificial reasons; through the analysis of the interactive information trace big data, the combination and matching of the service manual work and the self-service window with the optimal efficiency are found, and the new services of the bank outlets with zero waiting, zero fault and zero complaint are made.

The above embodiments are merely examples and do not limit the scope of the present invention. These embodiments may be implemented in other various manners, and various omissions, substitutions, and changes may be made without departing from the technical spirit of the present invention.

Claims

1. A method for integrating and analyzing a bank full-channel window service trace is characterized by comprising the following steps:

(2) analyzing the standardized prompt message, including:

(23) analyzing cross-channel combined service efficiency;

3. The method for integrating and analyzing the service traces of the whole channel windows of the bank as claimed in claim 2, wherein the prompt information tracing analysis in the step (21) is specifically as follows: extracting information in a field of 'prompt dialog content' in a standardized prompt information message, and matching to obtain a problem tracing label, wherein the problem tracing label comprises: monitoring management loss, customer misoperations, teller misoperations, process design issues, equipment hardware failures, and other issues.

4. The method for integrating and analyzing the service traces of the bank full-channel windows according to claim 2, wherein the step (22) of calculating the pop-up probability of the prompt message of the single transaction function specifically comprises the following steps:

5. The method for integrating and analyzing the service traces of the bank full channel windows according to claim 2, wherein the step (23) is specifically as follows:

6. The method for integrating and analyzing the service traces of the bank full channel windows according to claim 2, wherein the step (24) is specifically as follows:

7. The method for integrating and analyzing the service traces of the all-channel windows of the bank as claimed in claim 2, wherein the step (25) is specifically as follows: configuring the combination proportion of different service windows, extracting standardized prompt information messages under different service window combinations in the same time period, determining the number of service clients under the corresponding service window combination in the time period according to the client number in the standardized prompt information messages, and selecting the service window combination with the highest number of service clients as the optimal service window combination in the time period.

8. A bank full-channel window service trace integration and analysis system is characterized by comprising an integration and analysis server, wherein the integration and analysis server comprises a memory and a processor;

the memory is used for storing a computer program;

the processor is used for executing the method for integrating and analyzing the bank full-channel window service traces according to any one of claims 1 to 7 when the computer program is executed.