CN111654520B - Non-contact intelligent on-site acceptance method for operator service - Google Patents
Non-contact intelligent on-site acceptance method for operator service Download PDFInfo
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- 230000006855 networking Effects 0.000 claims abstract description 7
- 238000012545 processing Methods 0.000 claims description 35
- 230000001815 facial effect Effects 0.000 claims description 24
- 230000003993 interaction Effects 0.000 claims description 22
- 238000004891 communication Methods 0.000 claims description 20
- 238000001514 detection method Methods 0.000 claims description 6
- 238000005192 partition Methods 0.000 claims description 6
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/12—Protocols specially adapted for proprietary or special-purpose networking environments, e.g. medical networks, sensor networks, networks in vehicles or remote metering networks
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- G06Q50/40—
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06V—IMAGE OR VIDEO RECOGNITION OR UNDERSTANDING
- G06V40/00—Recognition of biometric, human-related or animal-related patterns in image or video data
- G06V40/10—Human or animal bodies, e.g. vehicle occupants or pedestrians; Body parts, e.g. hands
- G06V40/16—Human faces, e.g. facial parts, sketches or expressions
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- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
- Y02D—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN INFORMATION AND COMMUNICATION TECHNOLOGIES [ICT], I.E. INFORMATION AND COMMUNICATION TECHNOLOGIES AIMING AT THE REDUCTION OF THEIR OWN ENERGY USE
- Y02D30/00—Reducing energy consumption in communication networks
- Y02D30/70—Reducing energy consumption in communication networks in wireless communication networks
Abstract
The invention discloses a non-contact intelligent on-site acceptance method for operator services, which comprises two steps of equipment networking remote service and the like. Compared with the traditional telecom operation service equipment and service method, the invention can effectively meet the requirements of card opening operation in different use sites, greatly improves the flexibility and reliability of the card opening operation, and can effectively reduce the operation cost of service or activity; on the other hand, during operation, the requirements of operations such as identity recognition, data entry and the like during card opening operation can be effectively met, the business process of the card opening operation is effectively simplified, the working efficiency and convenience of the card opening operation are improved, and the defect that the telecommunication operation service efficiency is affected due to equipment failure, temporary shortage of working personnel and the like in the traditional telecommunication operation is effectively overcome.
Description
Technical Field
The invention relates to a non-contact intelligent on-site acceptance method for operator services, belonging to the technical field of communication.
Background
At present, in the telecommunication operation activities of dealing with SIM card opening, tariff service inquiry, handling and the like, workers need to deal with the SIM card in the service hall in person, and in the handling process, the workers and clients need to perform a large amount of information input, service item screening, personnel identity information identification and other operations, so that the difficulty of handling the SIM card service is large, the workload is large, the efficiency and the flexibility of the service handling are relatively low, meanwhile, a special working place is needed to meet the SIM card operation at present, the site limitation is easily caused and the working cost of handling the SIM card service is relatively high while the working flexibility is insufficient, meanwhile, under the current epidemic situation, the contact among field service handling personnel is increased, the infection risk is increased, in addition, the situations that the users need to wait for a long time when handling corresponding service interaction due to the factors such as equipment failure, the shortage of the workers and the like easily occur, the stability and reliability of service work development are seriously affected.
Therefore, in view of the current situation, there is an urgent need to develop a new operator service contactless intelligent field acceptance method to meet the actual use requirement.
Disclosure of Invention
The invention aims to overcome the defects, provides an operator business remote acceptance integrated releasing method, can effectively meet the requirements of carrying out card opening operation in different use sites, greatly improves the flexibility and the reliability of the card opening operation, can effectively reduce the operation cost of service or activity, realizes the purpose of intelligently transferring voice to remotely accept the business of background service personnel in a non-contact way, and effectively overcomes the defect that the efficiency of the telecommunication operation service is influenced due to equipment failure, temporary shortage of working personnel and the like in the traditional telecommunication operation attachment.
In order to realize the purpose, the invention is realized by the following technical scheme:
a non-contact intelligent on-site acceptance method for operator services comprises the following steps:
s1, equipment networking, namely, firstly constructing 1-3 data processing servers based on cloud computing, constructing at least two relay servers, a plurality of background service terminals and field service terminals, wherein in the relay servers, all the relay servers are mutually connected through a communication network to form a primary service network, all the background service terminals form at least one secondary service network through the communication network, then the primary service network is respectively connected with the data processing servers based on cloud computing and all the secondary service networks through the communication network, a plurality of the field service terminals are mutually connected in parallel and are respectively connected with the secondary service network through the communication network, each secondary service network is connected with at least one field service terminal, and finally, the data processing servers based on cloud computing are respectively the relay servers, the field service terminals and the field service terminals, The background service terminal and the field service terminal distribute independent data communication addresses, so that equipment networking is completed, and a complete data service network is constructed;
S2, remote service, after completing the step S1, firstly the service transacting client sends the service transacting application through the on-site service terminal, then the data processing server based on cloud computing detects the running state of each background service terminal in the secondary service network, selects the background service terminal in idle standby state as the current service processing equipment, and transmits the service transaction application sent by the field service terminal to the selected background service terminal, meanwhile, the data connection between the field service terminal used by the current client and the selected background service terminal is established, and then the selected background service terminal performs corresponding operation service according to a service request sent by a field service terminal used by the current client, and is in a standby state again after the service is completed, and the client inputs information through the field service terminal and simultaneously stores the information in the selected background service terminal and the data processing server based on cloud computing for record.
Further, in the step S1, the background service terminals are personal computers, and each background service terminal and at least 1 field service terminal form a working group.
Further, in the step S1, the on-site service terminal includes a carrying cabinet, a main display, an auxiliary display, an information input touch screen display, a facial recognition camera, an operation keyboard, an identity card reader, a mobile phone card reader, a receiver and a main control system, the carrying cabinet is a cylindrical cavity structure with an axis perpendicular to a horizontal plane, a partition board is disposed in the carrying cabinet, the partition board and the carrying cabinet are coaxially disposed and are divided into a control cavity and a driving cavity from top to bottom, a front end face of the control cavity and an axis of the carrying cabinet form an included angle of 0-30 degrees, the main display, the information input touch screen display, the facial recognition camera, the operation keyboard, the identity card reader, the mobile phone card reader and the receiver are all embedded in the front end face of the control cavity, the auxiliary display is embedded in the control cavity, and the main control system is embedded in the driving cavity, and are respectively and electrically connected with the main display, the auxiliary display, the information input touch screen display, the facial recognition camera, the operating keyboard, the identity card reader, the mobile phone card opener and the telephone receiver.
Further, the main control system comprises a driving hardware and a driving software, wherein the driving hardware is a circuit system based on any one of a personal computer, an industrial computer and an internet-of-things controller, the driving software is embedded in the driving hardware, and comprises a main control system provided with a main control program module, an AI-based facial recognition and voice interaction subprogram, a service interaction interface subprogram module, a system detection subprogram module, a data communication program module and a data retrieval subprogram module, the main control program module is respectively connected with an AI-based facial recognition and voice interaction subprogram, a service interaction interface subprogram module, a system detection subprogram module, a data communication program module and a data retrieval subprogram module, and the contents of the facial recognition and voice interaction subprogram and the service interaction interface subprogram module based on the AI base are matched with each other and run synchronously.
Further, in the step S2, the operation job of the service handling client is specifically performed according to the following steps:
firstly, when a business handling application is sent through a field service terminal, firstly, when the trunk in front of the operation field service terminal is positioned in a novel acquisition range of a facial recognition camera image for more than 5-30 seconds, the field service terminal integral system is awakened, then business handling clients enter business handling application data into the field service terminal through an information entry touch screen display and an operation keyboard in the field service terminal, and when the demand information is entered, the facial recognition camera acquires and positions facial information of a user in front of the field service terminal, then the entered demand information and the acquired facial recognition information are sent to a cloud computing-based data processing server through a relay server, finally, the received demand information is identified by the cloud computing-based data processing server, and the cloud computing-based data processing server can automatically identify the workload of current customer service and the managed store business, the method comprises the following steps of automatically dispatching the requests of customers to different customer services, selecting a corresponding idle background service terminal according to demand information, and establishing data connection with a current field service terminal, and performing identity recognition on a current user by a data processing server based on cloud computing to provide a basis for subsequent business development;
And secondly, after the field service terminal and the background service terminal are connected, the background service terminal sends corresponding data content according to the demand information sent by the field service terminal, and the sent data content is output and displayed through a main display of the field service terminal on one hand, and on the other hand, voice and video communication between background service personnel and a service handling client is directly realized through a receiver and a face recognition camera of the field service terminal, and finally, the field service handling client finishes corresponding service operation according to the information prompts of the main display and the receiver of the field service terminal.
Further, in the step S2, after the voice and video data between each background service terminal and the field service terminal are cached by the relay server, data interaction is performed, and the voice and video data are stored in the memory of the field service terminal or stored in the cloud system by the data processing server of the cloud computing, so that the data connection relationship between the background service terminal and the field service terminal is allocated by the relay server, and the field service terminal is ensured to establish data connection with at least one background service terminal through the relay server all the time.
Compared with the traditional telecom operation service equipment and service method, the invention can effectively meet the requirements of card opening operation in different use sites, greatly improve the flexibility and reliability of the card opening operation, effectively reduce the operation cost of service or activity, realize the aim of remote non-contact service acceptance, avoid personnel contact and prevent the spread of infectious diseases during epidemic situations; on the other hand, during operation, the requirements of operations such as identity recognition, data entry and the like during card opening operation can be effectively met, the business flow of the card opening operation is effectively simplified, and the requests of customers can be automatically dispatched to different customer services according to the workload of the current customer service and the business of the managed store; the working efficiency and the convenience of the card opening operation are improved, and the defect that the telecommunication operation service efficiency is influenced due to equipment failure, temporary shortage of workers and the like in the traditional telecommunication operation accessories is effectively overcome.
Drawings
FIG. 1 is a schematic flow diagram of the present invention;
FIG. 2 is a schematic diagram of a field service terminal;
FIG. 3 is a schematic view of a main structure of a field service terminal;
fig. 4 is a schematic structural diagram of a driving software system of the main control system.
Detailed Description
In order to make the technical means, the creation characteristics, the achievement purposes and the effects of the invention easy to understand, the invention is further described with the specific embodiments.
As shown in fig. 1-4, the operator service contactless intelligent field acceptance method of the present invention is characterized in that the operator service contactless intelligent field acceptance method includes the following steps:
s1, equipment networking, namely, firstly constructing 1-3 data processing servers based on cloud computing, constructing at least two relay servers, a plurality of background service terminals and field service terminals, wherein in the relay servers, all the relay servers are mutually connected through a communication network to form a primary service network, all the background service terminals form at least one secondary service network through the communication network, then the primary service network is respectively connected with the data processing servers based on cloud computing and all the secondary service networks through the communication network, a plurality of the field service terminals are mutually connected in parallel and are respectively connected with the secondary service network through the communication network, each secondary service network is connected with at least one field service terminal, and finally, the data processing servers based on cloud computing are respectively the relay servers, the field service terminals and the field service terminals, The background service terminal and the field service terminal distribute independent data communication addresses, so that equipment networking is completed, and a complete data service network is constructed;
S2, remote service, after completing the step S1, firstly the service transacting client sends the service transacting application through the on-site service terminal, then the data processing server based on cloud computing detects the running state of each background service terminal in the secondary service network, selects the background service terminal in idle standby state as the current service processing equipment, and transmits the service transaction application sent by the field service terminal to the selected background service terminal, meanwhile, the data connection between the field service terminal used by the current client and the selected background service terminal is established, and then the selected background service terminal performs corresponding operation service according to a service request sent by a field service terminal used by the current client, and is in a standby state again after the service is completed, and the client inputs information through the field service terminal and simultaneously stores the information in the selected background service terminal and the data processing server based on cloud computing for record.
In the step S1, the background service terminals are personal computers, and each background service terminal and at least 1 field service terminal form a working group.
It is important to point out that in the step S1, the on-site service terminal includes a carrying cabinet 1, a main display 2, an auxiliary display 3, an information input touch screen display 4, a facial recognition camera 5, an operation keyboard 6, an identity card reader 7, a mobile phone card reader 8, a receiver 9 and a main control system 10, the carrying cabinet 1 is a cylindrical cavity structure with an axis perpendicular to a horizontal plane, a partition 11 is disposed in the carrying cabinet 1, the partition 11 and the carrying cabinet 1 are coaxially disposed and divide the carrying cabinet 1 into a control cavity 101 and a driving cavity 102 from top to bottom, a front end face of the control cavity 101 and an axis of the carrying cabinet 1 form an included angle of 0-30 degrees, the main display 2, the information input touch screen display 4, the facial recognition camera 5, the operation keyboard 6, the identity card reader 7, the mobile phone card reader 8 and the receiver 9 are all embedded in the front end face of the control cavity 101, the auxiliary display 3 is embedded in the control cavity 101, and the master control system 10 is embedded in the drive cavity 102 and is electrically connected with the main display 2, the auxiliary display 3, the information input touch screen display 4, the facial recognition camera 5, the operation keyboard 6, the identity card reader 7, the mobile phone card opener 8 and the telephone receiver 9 respectively.
It should be noted that the host system includes a driver hardware and a driver software, wherein the driver hardware is a circuit system based on any one of a personal computer, an industrial computer and an internet-of-things controller, the driver software is embedded in the driver hardware, and comprises a main control system provided with a main control program module, an AI-based facial recognition and voice interaction subprogram, a service interaction interface subprogram module, a system detection subprogram module, a data communication program module and a data retrieval subprogram module, the main control program module is respectively connected with an AI-based facial recognition and voice interaction subprogram, a service interaction interface subprogram module, a system detection subprogram module, a data communication program module and a data retrieval subprogram module, and the contents of the facial recognition and voice interaction subprogram and the service interaction interface subprogram module based on the AI base are matched with each other and run synchronously.
It should be noted that in the step S2, the operation job of the service handling client is specifically performed according to the following steps:
firstly, when a service handling application is sent through a field service terminal, firstly, when the trunk in front of the operation field service terminal is positioned in a novel acquisition range of a face recognition camera image for more than 5-30 seconds, the field service terminal integral system is awakened, then, a service handling client inputs service handling application data into the field service terminal through an information input touch screen display and an operation keyboard in the field service terminal, and simultaneously when the demand information is input, the face recognition camera acquires and positions the face information of a user in front of the field service terminal, then, the input demand information and the acquired face recognition information are sent to a data processing server based on cloud computing together through a relay server, finally, the data processing server based on cloud computing identifies the received demand information, and selects a corresponding background service terminal in an idle state according to the demand information to establish data connection with the current field service terminal, on the other hand, the data processing server based on cloud computing identifies the identity of the current user, so that a basis is provided for the development of subsequent services;
And secondly, after the field service terminal and the background service terminal are connected, the background service terminal sends corresponding data content according to the demand information sent by the field service terminal, and the sent data content is output and displayed through a main display of the field service terminal on one hand, and on the other hand, voice and video communication between background service personnel and a service handling client is directly realized through a receiver and a face recognition camera of the field service terminal, and finally, the field service handling client finishes corresponding service operation according to the information prompts of the main display and the receiver of the field service terminal.
Preferably, in the step S2, the voice and video data between each background service terminal and the field service terminal are cached by the relay server, then undergo data interaction, and are stored in the memory of the field service terminal or stored in the uploading cloud system, so that the data connection relationship between the background service terminal and the field service terminal is allocated by the relay server, and the field service terminal is ensured to establish data connection with at least one background service terminal through the relay server all the time.
Example 1: in the invention, when a business handling client needs to handle business, the stay time of a face image of the current business handling client captured by a camera exceeds the set time, the whole system of a field service terminal is awakened, a voice robot of an AI voice system in the field service terminal carries out business handling inquiry, when the business handling client selects voice acceptance business handling or selects business handling on a display on the selected field service terminal, and when the requirement information is input, the face recognition camera carries out facial information acquisition and positioning on a user in front of the field service terminal, then the input requirement information and the acquired facial recognition information are sent to a data processing server based on cloud computing through a relay server, and finally the received requirement information is recognized by the data processing server based on cloud computing, the data processing server based on cloud computing can automatically recognize the workload of the current customer service and the managed store business, automatically dispatching the request of the customer to different customer services, and selecting a corresponding idle background service terminal according to the demand information to establish data connection with the current field service terminal; the method achieves the purpose of rapid acceptance, and on the other hand, the data processing server based on cloud computing identifies the identity of the current user, thereby being convenient for providing a basis for the development of subsequent services.
After the connection between the field service terminal and the background service terminal is established, the background service terminal sends corresponding data content according to the demand information sent by the field service terminal, and the transmitted data content is output and displayed through the main display of the on-site service terminal on one hand, the remote service system realizes remote service operation, and the voice and video communication between the background service personnel and the business handling client is directly realized through the telephone receiver and the face recognition camera of the field service terminal, the voice and the video are stored in the cloud system of the data processing server of the cloud computing, therefore, the on-site service handling client can finish corresponding service operation according to the information prompts indicated by the main display and the telephone receiver of the on-site service terminal and the background staff, the aim of remote non-contact service handling is fulfilled, and the contact between the staff in the epidemic situation is avoided.
Compared with the traditional telecom operation service equipment and service method, the invention can effectively meet the requirements of card opening operation in different use sites, greatly improves the flexibility and reliability of the card opening operation, and can effectively reduce the operation cost of service or activity; on the other hand, during operation, the requirements of operations such as identity recognition, data entry and the like during card opening operation can be effectively met, the business process of the card opening operation is effectively simplified, the working efficiency and convenience of the card opening operation are improved, and the defect that the telecommunication operation service efficiency is affected due to equipment failure, temporary shortage of working personnel and the like in the traditional telecommunication operation is effectively overcome.
The foregoing shows and describes the general principles and features of the present invention, together with the advantages thereof. It will be understood by those skilled in the art that the present invention is not limited to the embodiments described above, which are described in the specification and illustrated only to illustrate the principle of the present invention, but that various changes and modifications may be made therein without departing from the spirit and scope of the present invention, which fall within the scope of the invention as claimed. The scope of the invention is defined by the appended claims and equivalents thereof.
Claims (6)
1. A non-contact intelligent on-site acceptance method for operator services is characterized by comprising the following steps:
s1, equipment networking, namely, firstly constructing 1-3 data processing servers based on cloud computing, constructing at least two relay servers, a plurality of background service terminals and field service terminals, wherein in the relay servers, all the relay servers are mutually connected through a communication network to form a primary service network, all the background service terminals form at least one secondary service network through the communication network, then the primary service network is respectively connected with the data processing servers based on cloud computing and all the secondary service networks through the communication network, a plurality of the field service terminals are mutually connected in parallel and are respectively connected with the secondary service network through the communication network, each secondary service network is connected with at least one field service terminal, and finally, the data processing servers based on cloud computing are respectively the relay servers, the field service terminals and the field service terminals, The background service terminal and the field service terminal distribute independent data communication addresses, so that equipment networking is completed, and a complete data service network is constructed;
S2, remote service, after completing the step S1, firstly the service transacting client sends the service transacting application through the on-site service terminal, then the data processing server based on cloud computing detects the running state of each background service terminal in the secondary service network, selects the background service terminal in idle standby state as the current service processing equipment, and transmits the service transaction application sent by the field service terminal to the selected background service terminal, meanwhile, the data connection between the field service terminal used by the current client and the selected background service terminal is established, and then, the selected background service terminal performs corresponding operation service according to a service request sent by a field service terminal used by the current customer until the service is finished and then the selected background service terminal is in a standby state again, and the customer inputs information through the field service terminal and simultaneously stores the information in the selected background service terminal and the data processing server based on cloud computing for record.
2. The operator service contactless intelligent field acceptance method according to claim 1, wherein in the step S1, the background service terminals are personal computers, and each background service terminal and at least 1 field service terminal form a workgroup.
3. The method according to claim 1, wherein in step S1, the site service terminal includes a supporting cabinet, a main display, an auxiliary display, an information input touch screen display, a facial recognition camera, an operation keyboard, an id card reader, a mobile card reader, a receiver, and a main control system, the supporting cabinet has a cylindrical cavity structure with an axis perpendicular to a horizontal plane, a partition is disposed in the supporting cabinet, the partition and the supporting cabinet are coaxially disposed, and the supporting cabinet is divided into a control cavity and a driving cavity from top to bottom, a front end face of the control cavity forms an included angle of 0-30 ° with the axis of the supporting cabinet, the main display, the information input touch screen display, the facial recognition camera, the operation keyboard, the id card reader, the mobile card reader, and the receiver are all embedded in a front end face of the control cavity, the auxiliary display inlays in controlling the intracavity, major control system inlays in the drive intracavity to respectively with main display, auxiliary display, information entry touch screen display ware, facial identification camera, operating keyboard, ID card ware of punching the card, cell-phone card ware of punching the card and receiver electrical connection.
4. The operator service contact-less intelligent on-site acceptance method according to claim 3, wherein the main control system comprises a driver hardware and a driver software, wherein the driver hardware is a circuit system based on any one of a personal computer, an industrial computer and an Internet of things controller, the driver software is embedded in the driver hardware and comprises a main control system main control program module, an AI-based facial recognition and voice interaction subprogram, a service interaction interface subprogram module, a system detection subprogram module, a data communication program module and a data retrieval subprogram module, the main control program module is respectively connected with the AI-based facial recognition and voice interaction subprogram, the service interaction interface subprogram module, the system detection subprogram module, the data communication program module and the data retrieval subprogram module, and the contents of the facial recognition and voice interaction subprogram and the service interaction interface subprogram module based on the AI base are matched with each other and run synchronously.
5. The operator service contactless intelligent field acceptance method according to claim 1, 3 or 4, wherein in the step S2, the service handling client operation is specifically performed according to the following steps:
Firstly, when a service handling application is sent through a field service terminal, firstly, when the trunk in front of the operation field service terminal is positioned in a novel acquisition range of a face recognition camera image for more than 5-30 seconds, the field service terminal integral system is awakened, then, a service handling client inputs service handling application data into the field service terminal through an information input touch screen display and an operation keyboard in the field service terminal, and simultaneously when the demand information is input, the face recognition camera acquires and positions the face information of a user in front of the field service terminal, then, the input demand information and the acquired face recognition information are sent to a data processing server based on cloud computing together through a relay server, finally, the data processing server based on cloud computing identifies the received demand information, and selects a corresponding background service terminal in an idle state according to the demand information to establish data connection with the current field service terminal, on the other hand, the data processing server based on cloud computing identifies the identity of the current user, so that a basis is provided for the development of subsequent services;
and secondly, after the field service terminal and the background service terminal are connected, the background service terminal sends corresponding data content according to the demand information sent by the field service terminal, the sent data content is output and displayed through a main display of the field service terminal on one hand, and voice and video communication between background service personnel and service handling clients is directly realized through a telephone receiver and a face recognition camera of the field service terminal on the other hand, and finally the field service handling clients complete corresponding service operation according to the information prompts of the main display and the telephone receiver of the field service terminal.
6. The operator service contactless intelligent field acceptance method according to claim 1, wherein in the step S2, voice and video data between each background service terminal and the field service terminal are cached by the relay server and then undergo data interaction, and the voice and video data are stored in a memory of the field service terminal or stored in a cloud system by the data processing server of cloud computing, so that the data connection relationship between the background service terminal and the field service terminal is allocated by the relay server, and the field service terminal is ensured to establish data connection with at least one background service terminal through the relay server all the time.
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| CN107018130A (en) * | 2017-03-29 | 2017-08-04 | 易青松 | A kind of identity card cloud recognizes Verification System |
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| WO2019144526A1 (en) * | 2018-01-24 | 2019-08-01 | 平安科技（深圳）有限公司 | Method, device, and system for debit card activation, and computer-readable storage medium |
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