CN111429155A - Bank card dispute processing method and device - Google Patents

Bank card dispute processing method and device Download PDF

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Publication number
CN111429155A
CN111429155A CN202010216781.3A CN202010216781A CN111429155A CN 111429155 A CN111429155 A CN 111429155A CN 202010216781 A CN202010216781 A CN 202010216781A CN 111429155 A CN111429155 A CN 111429155A
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China
Prior art keywords
dispute
work order
order information
natural language
transaction data
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Pending
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CN202010216781.3A
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Chinese (zh)
Inventor
吴依琳
柏跃
刘晓
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Bank of China Ltd
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Bank of China Ltd
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Priority to CN202010216781.3A priority Critical patent/CN111429155A/en
Publication of CN111429155A publication Critical patent/CN111429155A/en
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    • GPHYSICS
    • G06COMPUTING; CALCULATING OR COUNTING
    • G06QINFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00Commerce
    • G06Q30/01Customer relationship services
    • G06Q30/015Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016After-sales
    • GPHYSICS
    • G06COMPUTING; CALCULATING OR COUNTING
    • G06QINFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/02Banking, e.g. interest calculation or account maintenance

Abstract

The invention provides a method and a device for processing disputes of a bank card, which relate to the technical field of dispute processing and comprise the following steps: acquiring work order information; the work order information comprises transaction data of the bank card; determining a dispute reason code according to the transaction data and the target natural language processing model; and carrying out dispute treatment according to the work order information and the dispute reason code. The invention can automatically realize the determination of the dispute reason code, greatly improve the processing efficiency of the service, and ensure the accuracy of dispute processing under the condition of ensuring the maturity of the target natural language processing model training model.

Description

Bank card dispute processing method and device
Technical Field
The invention relates to the technical field of dispute processing, in particular to a bank card dispute processing method and device.
Background
The dispute processing is a very important link in the transaction clearing business process of the bank card, and is special business processing for solving the abnormal clearing problem of the merchant and the card user. The key point of the whole process of dispute processing is how to select a proper reason code according to the actual situation, and the existing method is that business personnel select the reason code according to the work order description provided by customer service, but due to the continuous development of science and technology in recent years, the consumption channel of the bank card is also five times, the dispute situation is also continuously increased correspondingly to the increase of consumption, and the increase of the business volume is huge workload for the business personnel. Moreover, each type of dispute is time-efficient, and cannot be disputed after the time limit; each dispute cause is targeted, and using the unsuitable dispute causes can result in dispute failure, which can result in economic loss or reputation risks such as complaints of cardholders.
Disclosure of Invention
The invention provides a bank card dispute processing method and device, which can automatically determine a dispute reason code, thereby reducing the labor cost and improving the efficiency and accuracy of dispute processing.
In a first aspect, an embodiment of the present invention provides a method for processing a dispute of a bank card, where the method includes: acquiring work order information; the work order information comprises transaction data of a bank card; determining a dispute reason code according to the transaction data and a target natural language processing model; and carrying out dispute treatment according to the work order information and the dispute reason code.
In a second aspect, an embodiment of the present invention further provides a device for processing a dispute of a bank card, where the device includes: the acquisition module is used for acquiring the work order information; the work order information comprises transaction data of a bank card; the determining module is used for determining a dispute reason code according to the transaction data and the target natural language processing model; and the processing module is used for carrying out dispute processing according to the work order information and the dispute reason code.
In a third aspect, an embodiment of the present invention further provides a computer device, including a memory and a processor, where the memory stores a computer program operable on the processor, and the processor, when executing the computer program, implements the above-mentioned bank card dispute processing method.
In a fourth aspect, the embodiment of the present invention further provides a computer-readable medium having a non-volatile program code executable by a processor, where the program code causes the processor to execute the above-mentioned bank card dispute processing method.
The embodiment of the invention has the following beneficial effects: the embodiment of the invention provides a bank card dispute processing scheme, which obtains transaction data of a bank card by obtaining work order information, then predicts a dispute reason code according to the transaction data and a target natural language processing model, and finally performs dispute processing according to the work order information and the dispute reason code. The embodiment of the invention can automatically determine the dispute reason code, greatly improve the processing efficiency of the service and ensure the accuracy of dispute processing under the condition of ensuring the maturity of the training model of the target natural language processing model.
Additional features and advantages of the invention will be set forth in the description which follows, and in part will be obvious from the description, or may be learned by practice of the invention. The objectives and other advantages of the invention will be realized and attained by the structure particularly pointed out in the written description and claims hereof as well as the appended drawings.
In order to make the aforementioned and other objects, features and advantages of the present invention comprehensible, preferred embodiments accompanied with figures are described in detail below.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, and it is obvious that the drawings in the following description are some embodiments of the present invention, and other drawings can be obtained by those skilled in the art without creative efforts.
FIG. 1 is a flow chart of a dispute processing method for a bank card according to an embodiment of the present invention;
FIG. 2 is a schematic diagram illustrating an implementation process of a dispute handling method for a bank card according to an embodiment of the present invention;
FIG. 3 is a block diagram of a dispute processing apparatus for bank cards according to an embodiment of the present invention;
FIG. 4 is a block diagram of another bank card dispute processing apparatus according to the embodiment of the present invention;
fig. 5 is a block diagram of a computer device according to an embodiment of the present invention.
Detailed Description
To make the objects, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions of the present invention will be clearly and completely described below with reference to the accompanying drawings, and it is apparent that the described embodiments are some, but not all embodiments of the present invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Dispute (dispute), initiated by the cardholder, is a special transaction with respect to normal transactions. If the cardholder has a question about a certain transaction in his credit card, the cardholder can ask the card issuer to investigate the question transaction, and the process of investigating and properly resolving the question transaction is the "dispute process". Card organizations such as Unionpay, Visa, MasterCard, JCB and the like have a set of standard operation rules for the operations of issuers, acquirers and merchants, and all the issuers, acquirers and merchants must carry out credit card transactions strictly according to the international organization rules. For transactions which are not admitted by cardholders or considered by an issuer to be an acquirer or operated by merchants in an irregular manner, the issuer can inquire and pursue money from the acquirer according to international organization rules, the acquirer and the merchants thereof have to verify disputed transactions according to the international organization rules, correct transactions which are actually problematic or operated in an irregular manner actively, reply relevant information of the issuer for normal transactions in time, and judge transactions which do not admit responsibility for both parties by the international organization.
The dispute is usually initiated by the complaint of the card holder, after the customer service system receives the complaint, a work order is established according to the description of the card holder, the service personnel selects the related dispute reason according to the description of the work order to send the card organization for refusal, the subsequent card group feeds back the situation to the opponent, the opponent may continue to send two prompts according to the specific situation, after receiving the two prompts, the service personnel feeds back the result to the customer service, and the customer service contacts the card holder to continue the dispute.
For the existing dispute processing mode, all the disputes are processed manually by service personnel, but the increasing transaction amount causes the service workload to increase dramatically, which may cause that all disputes cannot be completed in time; each card organization has a set of relatively independent service flow and service rules and is continuously updated, so that analysis errors of services during dispute processing can be caused in the face of huge dispute service volume, and error reason codes are used; in addition, the dispute process is a series of processes, and some transactions have a large time span and may cause omission.
N L P (Natural L language Processing) is a branch science of the fields of artificial intelligence and linguistics, and mainly comprises two parts of Natural language understanding and Natural language generation, wherein the N L P helps a computer to understand and use human language, and at present, most of N L P problems can be generalized into four tasks, namely sequence marking, classification tasks, sentence relation judgment and generation tasks.
The input of these algorithms is a large set of "features" generated from the input data, and for the output of the system, it is useful to extract useful information, such as automatic extraction of index words, automatic summarization, automatic filtering, etc.
The work order description is processed by using the N L P technology, and corresponding dispute reasons are automatically matched, so that the work order can be timely and effectively processed, the working efficiency of the service is improved, the accuracy of the dispute reasons can be ensured due to the mature training model, and the dispute success rate is improved.
Based on this, the bank card dispute processing method and device provided by the embodiment of the invention can automatically determine the dispute reason and reduce the labor cost.
For the convenience of understanding the embodiment, a detailed description will be given to a method for processing disputes of bank cards disclosed in the embodiment of the present invention.
The embodiment of the invention provides a bank card dispute processing method, which is shown in a flow chart of the bank card dispute processing method shown in figure 1 and comprises the following steps:
and step S102, acquiring work order information.
In the embodiment of the invention, the work order information comprises transaction data of the bank card, such as card number data, reference number data, transaction amount data, transaction date data, merchant information data, question data of a cardholder for transaction and the like.
And step S104, determining a dispute reason code according to the transaction data and the target natural language processing model.
In the embodiment of the invention, the target natural language processing model is a pre-trained natural language processing model, the transaction data is used as the input of the target natural language processing model, and the model can automatically output the dispute reason code corresponding to the transaction data of the bank card.
And step S106, dispute processing is carried out according to the work order information and the dispute reason code.
In the embodiment of the invention, as the card groups comprise visa, master, jcb, amex, unionpay and the like, each card type has respective dispute rule, after the dispute reason code is obtained, the card group to which the bank card belongs can be determined according to the work order information, and then dispute processing is carried out according to the dispute rules of the card groups.
The embodiment of the invention provides a bank card dispute processing scheme, which obtains transaction data of a bank card by obtaining work order information, then predicts a dispute reason code according to the transaction data and a target natural language processing model, and finally performs dispute processing according to the work order information and the dispute reason code. The embodiment of the invention can automatically determine the dispute reason code, greatly improve the processing efficiency of the service and ensure the accuracy of dispute processing under the condition of ensuring the maturity of the training model of the target natural language processing model.
In order to improve the efficiency of the dispute processing, the following steps may be performed before determining the dispute reason code according to the transaction data and the target natural language processing model.
And obtaining the complaint information and generating work order information according to the complaint information.
In the embodiment of the present invention, the customer service receives the complaint of the cardholder, obtains the complaint information, and establishes the work order information according to the complaint information, it should be noted that the transaction data included in the work order information may be transaction data related to dispute processing. In addition, the work order information needs to be converted into a text form in order to be input as a target natural language processing model.
Considering that in order to determine a target natural language processing model with higher accuracy and improve the accuracy of the prediction result, before determining the dispute reason code according to the transaction data and the target natural language processing model, the following steps may be performed:
determining a training set according to historical transaction data and dispute reasons; a target natural language processing model is trained according to a training set.
In the embodiment of the invention, historical transaction data is transaction data related to disputes which are processed once, the transaction data and dispute reason codes are marked one by one according to business logic to obtain a corresponding relation, the transaction data and the dispute reason codes are used as a training set, a deep learning pre-training model is used for training to obtain a target natural language processing model, and parameters are required to be adjusted continuously, so that the dispute reasons of a work order can be accurately predicted by the trained target natural language processing model in the using process.
In view of improving the prediction speed and the prediction accuracy, training the target natural language processing model according to the training set may be performed as follows:
and determining a prediction model according to a Bert (Bidirectional Encoder Representation from transforms) model and a training set, and taking the prediction model as a target natural language processing model.
In an embodiment of the present invention, Bert is a pre-trainer in the field of natural language processing. And pre-training the training set by using Bert to obtain a prediction model, and taking the prediction model obtained by training as a target natural language processing model.
It should be noted that the Bert model is based on a large-scale pre-training language model of two-way transformations. Wherein "bidirectional" indicates that the model can utilize both the information of the preceding word and the information of the following word when processing a certain word. The source of this "bi-directional" is that unlike the traditional language model, the Bert model does not predict the most likely current word given all preceding words, but rather randomly masks some words and predicts with all the unmasked words. The Bert as an open source code can be directly applied to a dispute processing scene.
In a specific embodiment, referring to the implementation process schematic diagram of the bank card dispute processing method shown in fig. 2, the method can be implemented by three modules, a pre-training module, a work order module and a dispute processing module.
1. A pre-training module: using the existing production history transaction data and classifying marks according to dispute rules as a training set, and using a Bert pre-training model for training to obtain a prediction model;
2. a work order module: the customer service receives complaints of the card holders, establishes work orders which comprise basic information of transactions, such as card numbers, reference numbers, transaction amounts, transaction dates, merchant information and questions of the card holders about the transactions. The work order module needs to extract useful information to form text information which is used as the input of a prediction model;
3. the dispute processing module: the text obtained by the worksheet module uses a prediction model to predict the reason of the dispute, a card group is sent to carry out the dispute, the card group transmits information to an opponent after receiving the dispute transaction, the opponent may choose to accept or reject the dispute according to the actual situation, the dispute process is continued under the condition of rejecting the dispute, the key information can be extracted, and the prediction model is used to predict the reason of the dispute in the subsequent dispute step until the dispute is over (dispute success or dispute failure).
The embodiment of the invention provides a bank card dispute processing method and a bank card dispute processing device, wherein the method is characterized in that the process of obtaining a corresponding reason code by a business analysis work order is automated by using an N L P technology, the automatic matching generation of the dispute reason code is realized, and the processing efficiency of the business can be greatly improved.
An embodiment of the present invention further provides a device for processing a dispute of a bank card, referring to a block diagram of a structure of the device for processing a dispute of a bank card shown in fig. 3, where the device includes:
an obtaining module 71, configured to obtain work order information; the work order information comprises transaction data of the bank card; a determining module 72 for determining a dispute reason code based on the transaction data and the target natural language processing model; and the processing module 73 is used for carrying out dispute processing according to the work order information and the dispute reason code.
In one embodiment, the obtaining module is further configured to: and obtaining the complaint information and generating work order information according to the complaint information.
In one embodiment, referring to another block diagram of the bank card dispute processing apparatus shown in fig. 4, the apparatus further comprises a training module 74 for: determining a training set according to historical transaction data and dispute reasons; a target natural language processing model is trained according to a training set.
In one embodiment, the training module is specifically configured to: and determining a prediction model according to the Bert model and the training set, and taking the prediction model as a target natural language processing model.
The embodiment of the present invention further provides a computer device, referring to the schematic block diagram of the structure of the computer device shown in fig. 5, the computer device includes a memory 81 and a processor 82, the memory stores a computer program that can be executed on the processor, and the processor implements the steps of any one of the methods when executing the computer program.
It is clearly understood by those skilled in the art that, for convenience and brevity of description, the specific working process of the computer device described above may refer to the corresponding process in the foregoing method embodiments, and no further description is provided herein
Embodiments of the present invention also provide a computer readable medium having non-volatile program code executable by a processor, the program code causing the processor to perform any of the steps of the above-described method.
As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, system, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
Finally, it should be noted that: the above-mentioned embodiments are only specific embodiments of the present invention, which are used for illustrating the technical solutions of the present invention and not for limiting the same, and the protection scope of the present invention is not limited thereto, although the present invention is described in detail with reference to the foregoing embodiments, those skilled in the art should understand that: any person skilled in the art can modify or easily conceive the technical solutions described in the foregoing embodiments or equivalent substitutes for some technical features within the technical scope of the present disclosure; such modifications, changes or substitutions do not depart from the spirit and scope of the embodiments of the present invention, and they should be construed as being included therein. Therefore, the protection scope of the present invention shall be subject to the protection scope of the claims.

Claims (10)

1. A bank card dispute processing method is characterized by comprising the following steps:
acquiring work order information; the work order information comprises transaction data of a bank card;
determining a dispute reason code according to the transaction data and a target natural language processing model;
and carrying out dispute treatment according to the work order information and the dispute reason code.
2. The method of claim 1, wherein prior to obtaining the work order information, further comprising:
and obtaining the complaint information and generating work order information according to the complaint information.
3. The method of claim 1, wherein prior to determining a dispute reason code based on the transaction data and the target natural language processing model, further comprising:
determining a training set according to historical transaction data and dispute reasons;
and training a target natural language processing model according to the training set.
4. The method of claim 3, wherein training a target natural language processing model according to the training set comprises:
and determining a prediction model according to the Bert model and the training set, and taking the prediction model as a target natural language processing model.
5. A bank card dispute processing apparatus, comprising:
the acquisition module is used for acquiring the work order information; the work order information comprises transaction data of a bank card;
the determining module is used for determining a dispute reason code according to the transaction data and the target natural language processing model;
and the processing module is used for carrying out dispute processing according to the work order information and the dispute reason code.
6. The apparatus of claim 5, wherein the obtaining module is further configured to:
and obtaining the complaint information and generating work order information according to the complaint information.
7. The apparatus of claim 5, further comprising a training module to:
determining a training set according to historical transaction data and dispute reasons;
and training a target natural language processing model according to the training set.
8. The apparatus of claim 7, wherein the training module is specifically configured to:
and determining a prediction model according to the Bert model and the training set, and taking the prediction model as a target natural language processing model.
9. Computer device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor implements the steps of the method according to any of the claims 1 to 4 when executing the computer program.
10. A computer-readable medium having non-volatile program code executable by a processor, the program code causing the processor to perform the method of any of claims 1 to 4.
CN202010216781.3A 2020-03-25 2020-03-25 Bank card dispute processing method and device Pending CN111429155A (en)

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Cited By (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN112116330A (en) * 2020-09-28 2020-12-22 中国银行股份有限公司 Workflow error queue automatic processing method and device
CN112581257A (en) * 2020-12-15 2021-03-30 中国建设银行股份有限公司 Dispute service management method, system, device and medium supporting different card organizations
CN115115450A (en) * 2022-08-30 2022-09-27 平安银行股份有限公司 Method and device for establishing silver union bill dispute case

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CN109871597A (en) * 2019-01-28 2019-06-11 平安科技(深圳)有限公司 Solve the method, apparatus, computer equipment and storage medium of potential complaint
CN109902283A (en) * 2018-05-03 2019-06-18 华为技术有限公司 A kind of information output method and device
CN110245233A (en) * 2019-06-19 2019-09-17 北京航空航天大学 A kind of fault determination method and device
CN110458555A (en) * 2019-06-28 2019-11-15 平安银行股份有限公司 Dispute process method, apparatus, electronic equipment and storage medium

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Publication number Priority date Publication date Assignee Title
CN109902283A (en) * 2018-05-03 2019-06-18 华为技术有限公司 A kind of information output method and device
CN109871597A (en) * 2019-01-28 2019-06-11 平安科技(深圳)有限公司 Solve the method, apparatus, computer equipment and storage medium of potential complaint
CN110245233A (en) * 2019-06-19 2019-09-17 北京航空航天大学 A kind of fault determination method and device
CN110458555A (en) * 2019-06-28 2019-11-15 平安银行股份有限公司 Dispute process method, apparatus, electronic equipment and storage medium

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* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN112116330A (en) * 2020-09-28 2020-12-22 中国银行股份有限公司 Workflow error queue automatic processing method and device
CN112581257A (en) * 2020-12-15 2021-03-30 中国建设银行股份有限公司 Dispute service management method, system, device and medium supporting different card organizations
CN115115450A (en) * 2022-08-30 2022-09-27 平安银行股份有限公司 Method and device for establishing silver union bill dispute case
CN115115450B (en) * 2022-08-30 2022-11-29 平安银行股份有限公司 Method and device for establishing case for dispute of Unionpay

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