CN111882425A

CN111882425A - Service data processing method and device and server

Info

Publication number: CN111882425A
Application number: CN202010703019.8A
Authority: CN
Inventors: 安辉; 田燕红; 陈瑞雪; 杨洋
Original assignee: Industrial and Commercial Bank of China Ltd ICBC
Current assignee: Industrial and Commercial Bank of China Ltd ICBC
Priority date: 2020-07-21
Filing date: 2020-07-21
Publication date: 2020-11-03
Anticipated expiration: 2040-07-21
Also published as: CN111882425B

Abstract

The embodiment of the application provides a service data processing method, a device and a server, wherein the method comprises the steps of receiving and determining a target user needing help and a contact way of the target user according to a corresponding trigger instruction, and aiming at a target service problem and a target service scene of the target user; determining a target self-service solution matched with the target service scene and the target service problem; and pushing the target self-service solution to the target user according to the contact information of the target user. Therefore, the target self-service solution which is suitable for the user and has higher reference value can be accurately determined according to the specific condition of the user, so that the user can efficiently and smoothly solve the target service problem by self according to the target self-service solution, and the use experience of the user is improved.

Description

Service data processing method and device and server

Technical Field

The present application relates to the technical field of banking business data processing, and in particular, to a business data processing method, apparatus and server.

Background

In a banking scenario, a user often encounters some specific business problems when handling banking through various non-manual channels (e.g., mobile phone, self-service device, etc.). For example, a bank card account is locked when a user logs in the account due to a password input error, or the bank card is swallowed when the user performs a withdrawal operation at an automatic teller machine, and the like. When a user faces the service problem, the existing service data processing method is often difficult to accurately and effectively help the user to solve the service problem by self, so that the user experience is relatively poor.

In view of the above problems, no effective solution has been proposed.

Disclosure of Invention

The embodiment of the application provides a remittance progress business data processing method, a remittance progress business data processing device and a remittance progress server, and aims to solve the technical problems that a user cannot be accurately and effectively helped to solve specific business problems in the existing business data processing method, and the user experience is relatively poor.

The embodiment of the application provides a service data processing method, which comprises the following steps:

receiving a trigger indication;

determining a target user, a contact way of the target user, a target service problem and a target service scene corresponding to the target user according to the trigger indication;

determining a target self-service solution matched with the target service scene and the target service problem; the target self-help solution is used for helping a target user to self-help solve a target business problem in a target business scene;

and pushing the target self-service solution to the target user according to the contact way of the target user.

In one embodiment, the determining a target self-help solution matching the target service scenario and the target service problem includes:

splitting a target service problem into M target sub-problems; wherein M is an integer greater than or equal to 1;

retrieving M preset basic solutions which respectively correspond to the M target sub-problems and are suitable for a target service scene from the N preset basic solutions as M sub-solutions; wherein the predetermined basic solution comprises a solution adapted to solve a sub-problem in a business scenario; n is an integer greater than 1;

and combining the M sub-schemes to obtain the target self-help solution.

In one embodiment, after retrieving M preset basic solutions respectively corresponding to the M target sub-problems and applicable to a target service scenario from the N preset basic solutions, as the M sub-solutions, the method further includes:

determining the safety level of the sub-scheme;

according to the security level of the sub-scheme, determining a preset identity authentication scheme which is matched with the security level of the sub-scheme and is suitable for a target service scene from Q preset identity authentication schemes as a target identity authentication scheme; wherein Q is an integer greater than 1;

and combining the M sub-schemes and the target identity verification scheme to obtain the target self-service solution.

In one embodiment, the preset authentication scheme includes at least a biometric-based authentication scheme.

In one embodiment, the biometric-based authentication scheme includes at least one of: an authentication scheme based on dynamic face recognition, an authentication scheme based on static face recognition, an authentication scheme based on fingerprint recognition, and an authentication scheme based on voiceprint recognition.

In one embodiment, the contact information of the target user comprises at least one of: the mobile phone number of the target user, the social application account number of the target user and the mailbox address of the target user.

In one embodiment, the target business issue comprises at least one of: the bank card is swallowed, and the account is locked and the banking business is due to the wrong input of the account password of the bank card.

In one embodiment, in the case that the target business problem includes that the account is locked due to a password input error of a bank card account, the triggering indication comprises: the method comprises the steps of generating error reporting information generated by login failure of a user account, and/or inputting a request instruction for requesting help to solve a target service problem through a preset data interface by a user.

In one embodiment, the target business scenario includes at least one of: the user logs in the bank card account through the APP of the mobile phone bank, the user logs in the bank card account through the webpage of the online bank, and the user logs in the bank card account through the self-service equipment of the bank.

In one embodiment, in a case that the target service scenario includes that a user logs in a bank card account through self-service equipment of a bank, the pushing the target self-service solution to the target user according to the contact information of the target user includes:

sending a prompt short message to the target user according to the mobile phone number of the target user; the prompt short message comprises a target self-service solution for guiding a user how to process a target service problem on self-service equipment of a bank.

In one embodiment, the method further comprises:

determining bank self-service equipment used by a target user as target self-service equipment according to the equipment identification carried by the error reporting information;

and sending the business data associated with the target self-service solution to the target self-service equipment so that the target self-service equipment cooperates with a target user to self-service solve the target business problem according to the target self-service solution.

An embodiment of the present application further provides a service data processing apparatus, including:

a receiving module, configured to receive a trigger instruction;

the first determining module is used for determining a target user, a contact way of the target user, a target service problem and a target service scene corresponding to the target user according to the trigger indication;

the second determination module is used for determining a target self-service solution matched with the target service scene and the target service problem; the target self-help solution is used for helping a target user to self-help solve a target business problem in a target business scene;

and the pushing module is used for pushing the target self-service solution to the target user according to the contact information of the target user.

The embodiment of the application also provides a server, which comprises a processor and a memory for storing processor executable instructions, wherein the processor realizes receiving a trigger instruction when executing the instructions; determining a target user, a contact way of the target user, a target service problem and a target service scene corresponding to the target user according to the trigger indication; determining a target self-service solution matched with the target service scene and the target service problem; the target self-help solution is used for helping a target user to self-help solve a target business problem in a target business scene; and pushing the target self-service solution to the target user according to the contact way of the target user.

Embodiments of the present application also provide a computer-readable storage medium having stored thereon computer instructions that, when executed, implement receiving a trigger indication; determining a target user, a contact way of the target user, a target service problem and a target service scene corresponding to the target user according to the trigger indication; determining a target self-service solution matched with the target service scene and the target service problem; the target self-help solution is used for helping a target user to self-help solve a target business problem in a target business scene; and pushing the target self-service solution to the target user according to the contact way of the target user.

In the embodiment of the application, a target user needing help, a contact way of the target user, a target service problem and a target service scene aiming at the target user are determined by receiving and according to a trigger instruction; determining a target self-service solution matched with the target service scene and the target service problem; and pushing the target self-service solution to the target user according to the contact information of the target user. Therefore, the target self-service solution which is suitable for the user and has higher reference value can be accurately determined according to the specific condition of the user, so that the user can efficiently and smoothly solve the target service problem by self according to the target self-service solution, and the use experience of the user is improved. The method solves the technical problems that the existing business data processing method can not accurately and effectively help the user to solve the business problem and the user experience is poor.

Drawings

In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly introduced below, it is obvious that the drawings in the following description are only some embodiments described in the present application, and for those skilled in the art, other drawings can be obtained according to the drawings without any creative effort.

Fig. 1 is a processing flow chart of a service data processing method provided according to an embodiment of the present application;

FIG. 2 is a schematic diagram of an embodiment of a business data processing method and apparatus provided by an embodiment of the present application in a scenario example;

fig. 3 is a block diagram of a service data processing apparatus provided according to an embodiment of the present application;

fig. 4 is a schematic structural diagram of a server provided according to an embodiment of the present application.

Detailed Description

In order to make those skilled in the art better understand the technical solutions in the present application, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. 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 application.

Consider that users often encounter specific business problems when transacting banking business through a non-human channel (e.g., non-counter). For example, when a user logs in a bank card account by using a mobile banking APP on a mobile phone, the bank card account is locked due to an account password input error, and the user cannot continue to log in and use the bank card account normally. Or when the user uses the ATM of the bank to withdraw money, the bank card is swallowed, and the user cannot take back the bank card in time.

When the business problems occur, the users only can rely on the experience knowledge to process, and the business problems are often difficult to effectively and quickly solve and process. Based on the existing service processing method, it is difficult to help the user to solve the service problem accurately and timely, which affects the user experience.

For the root cause of the technical problem, the method and the device have the advantages that the target user needing help, the specific target service problem faced by the target user, the target service scene of the target user, the contact way of the target user and the like can be identified and determined according to the trigger instruction by receiving the corresponding trigger instruction. Further, a target self-service solution which is targeted, suitable for the target user and has a higher reference value and can help the target user to effectively solve the target service problem is matched according to the target service problem and the target service scene. And pushing the target self-service solution to the target user according to the contact information of the target user. Therefore, the target user can receive the target self-service solution in time and efficiently and smoothly solve the service problem in self service according to the target self-service solution, so that the user can handle the banking service more conveniently and efficiently, and the use experience of the user is improved.

Based on the thought, the embodiment of the application provides a service data processing method. Specifically, please refer to FIG. 1. The service data processing method provided by the embodiment of the present application may include the following contents when implemented specifically.

S101: a trigger indication is received.

In this embodiment, the business data processing method may be specifically applied to a server side of a bank. Based on the method, the server of the bank can intelligently generate and push a corresponding target self-help solution for the user when the user has a target business problem and needs help, so as to help the user to self-help solve the target business problem.

The target business problem can be specifically understood as a problem to be solved related to banking business when a user handles banking business on a terminal device (non-banking counter). The target self-service solution may be specifically understood as a service processing solution corresponding to a target service problem and used for helping a user to solve the target service problem.

The terminal device may be specifically understood as an electronic device (or channel) used by a user in banking. Specifically, the terminal device may include: a mobile phone installed with a mobile banking APP, a computer capable of accessing a web page of an online bank, a self-service device of a bank (e.g., an automatic teller machine, a self-service machine, etc.), and the like. Of course, the above listed terminal devices are only illustrative. In the specific implementation, other types of electronic devices may be included according to different situations. The present specification is not limited to these.

In one embodiment, the target service problem may specifically include at least one of the following: the bank card is swallowed (problem), the account is locked (problem) due to the wrong input of the account password of the bank card, banking business expires (for example, the financial product transacted by the user expires, or the repayment period of the loan product transacted by the user expires, etc.), etc. In some more complex cases, the target business problem may also include a combination of the enumerated problems. It should be understood that the above-listed target service problems are only an exemplary description. In specific implementation, other types of business problems besides the above-listed problems can be included according to specific situations and business requirements. The present specification is not limited to these.

In an embodiment, the triggering indication may be specifically understood as an indication that a predetermined server can recognize and can trigger the server to generate and push a corresponding target self-help solution for a user.

In an embodiment, the trigger indication may be specifically indication information that is automatically generated by the terminal device according to a specific service problem and sent to the server when the user encounters the specific service problem during operation of the terminal device. Specifically, for example, as shown in fig. 2, when a user logs in a bank card account through a self-service device of a bank, the user fails to log in the account due to a password input error, and the self-service device automatically sends error reporting information to the server. Or the user can fail in service transaction when transacting remittance service through the mobile phone bank APP on the mobile phone, and the mobile phone bank APP automatically feeds back error reporting information to the bank server, and the like.

In an embodiment, the trigger indication may also be indication information actively input by a user through a preset data interface (or a preset trigger-type button, etc.) presented on the terminal device to request help to solve the faced target service problem. Specifically, for example, a help-seeking button is also displayed on the self-service device of the bank. When the user logs in the bank card account on the self-service equipment, the account is locked and fails to log in due to password input errors, and the user can click the help seeking button. Correspondingly, the self-service equipment can receive and respond to the operation of the user and send a corresponding request instruction to the server so as to request the server to help the user to solve the problem that the bank card account is locked and logged in unsuccessfully.

In an embodiment, after the user clicks the help-seeking button, an information input box can pop up on the self-service device, and the user can input concise text information (such as keywords) in the information input box to simply describe the specific situation faced by the user. For example, the user may input text information such as "forget password" in the above-described information input box. Correspondingly, the self-service equipment can receive the text information input by the user through the information input box and send the text information and the request indication to the server together, so that the server can generate a more targeted and more effective self-service solution for the user more accurately according to the text information carried by the request indication.

In an embodiment, the trigger indication may carry identity information of the user (for example, an account name of the user, a mobile phone number of the user, and the like). The trigger indication may also carry a device identifier of the terminal device (e.g., a physical address of the terminal device, a device number of the terminal device, etc.) sent to the trigger indication.

In an embodiment, further, the trigger indication may also carry information representing specific content of the target service problem to be solved. For example, a character string included in the error information to indicate the cause of the error. The trigger indication may also carry information describing the specific situation of the user. For example, text information entered by the user through the information entry box.

S102: and determining a target user, a contact way of the target user, a target service problem and a target service scene corresponding to the target user according to the trigger indication.

In one embodiment, the target user may be specifically understood as a user that encounters a business problem and needs help.

In one embodiment, the contact information of the target user may specifically include at least one of the following: a user's cell phone number, a user's social application account, a user's mailbox address, and so on. It should be understood that the above-listed connection is only an exemplary one. In particular, according to specific situations, other types of contact ways besides the above listed contact ways can be included. The present specification is not limited to these.

In an embodiment, the target service scenario may specifically include at least one of the following: the user logs in the bank card account through the APP of the mobile phone bank, the user logs in the bank card account through the webpage of the online bank, the user logs in the bank card account through the self-service equipment of the bank and the like. Of course, the above listed target service scenarios are only a schematic illustration. In specific implementation, according to specific situations and service characteristics, the target service scenario may further include other scenario data related to the target service problem faced by the target user (including content itself related to the target service problem, and/or related to a channel type, and/or related to a terminal device configuration currently used by the target user, and/or related to a service item corresponding to the target service problem, etc.). For example, the target business scenario may further include a regular financial product that the user has transacted a bank through a mobile phone bank in advance, and the like.

In an embodiment, in a specific implementation, the server may determine the target user according to the identity of the user carried by the trigger indication. Further, the server may determine the contact address of the target user by querying a user database.

In an embodiment, the server may further determine the target service problem according to a character string representing the target service problem to be solved, where the character string is carried in the trigger instruction. Further, the server may query the service database according to the target service problem and the target user, obtain service data (e.g., bank card account status data of the user, financial product data handled by the user in advance, etc.) associated with the target service problem and the target user, and/or text information input by the user, and/or a device identifier of the terminal device, etc., and determine a target service scenario corresponding to the target user.

S103: determining a target self-service solution matched with the target service scene and the target service problem; the target self-help solution is used for helping a target user to self-help solve a target business problem in a target business scene.

In one embodiment, the server may determine, for the target user, a target self-help solution that can effectively solve the target service problem and is suitable for the target user to operate (for example, support the target user to operate on a terminal device currently used), and has a higher practical reference value, by searching for a self-help solution that matches the target service problem and the target service scenario at the same time.

In an embodiment, the determining of the target self-help solution matching the target service scenario and the target service problem may be implemented as follows.

S1: splitting a target service problem into M target sub-problems; wherein M is an integer greater than or equal to 1;

s2: retrieving M preset basic solutions which respectively correspond to the M target sub-problems and are suitable for a target service scene from the N preset basic solutions as M sub-solutions; wherein the predetermined basic solution comprises a solution adapted to solve a sub-problem in a business scenario; n is an integer greater than 1;

s3: and combining the M sub-schemes to obtain the target self-help solution.

In an embodiment, before the implementation, the server may analyze and process a large amount of historical service data in advance, and divide S non-reparable (service) sub-problems from the historical service data. Further, according to the service processing logic of each sub-problem and a plurality of different service scenarios that may occur to the sub-problem, a corresponding preset basic solution may be configured for each sub-problem according to the various service scenarios that may occur to the sub-problem, so that N preset basic solutions may be obtained. The preset basic solution may specifically include a solution suitable for solving a sub-problem in a service scenario. The S may be an integer greater than 1, and S is less than or equal to N.

In one embodiment, the N preset basic solutions may be stored in the solution database during implementation. Moreover, corresponding retrieval tags can be respectively set for the preset basic solutions so as to facilitate subsequent retrieval matching. The search tag may include tag information indicating a sub-problem and a service scenario corresponding to the solution.

In an embodiment, the target service problem is split into M target sub-problems, and in specific implementation, the target service problem may be split into M target sub-problems that are not separable according to a service processing logic for processing the target service problem. For example, the target business problem is that the bank card is lost. At this time, the target business problem can be split into the following two target sub-problems according to the business processing logic for processing the bank card loss problem: loss reporting problem of bank card and reissue problem of bank card.

In an embodiment, in specific implementation, by retrieving the N preset basic solutions, a preset basic solution that matches a target sub-problem (for example, a sub-problem corresponding to the preset basic solution is the same as or close to the target sub-problem) and matches a target service scenario at the same time (for example, a service scenario corresponding to the preset basic solution is the same as or close to the target service scenario) is found as a sub-solution that corresponds to the target sub-problem and is applicable to the target service scenario. In the above manner, M sub-schemes can be found.

In an embodiment, after the M sub-solutions are found, the M sub-solutions may be spliced and combined according to a preset sequence to obtain a target self-help solution.

Specifically, for example, two sub-problems corresponding to the target can be found by searching N preset basic solutions: the loss reporting problem of the bank card corresponds to the problem of the bank card reissue, and is both a scheme A and a scheme B which are suitable for a bank self-service equipment channel. Further, the scheme A and the scheme B can be connected in sequence according to the sequence of loss reporting and completion in the service processing logic to obtain a combined scheme which is used as a target self-service solution matched with a target service problem (a bank card loss problem) and a target service scene (a self-service equipment channel) at the same time.

S104: and pushing the target self-service solution to the target user according to the contact way of the target user.

In one embodiment, the target self-help solution may be sent to the target user according to the contact information of the target user. Therefore, the target user can self-help solve the target service problem by utilizing peripheral existing equipment (such as a mobile phone, a computer or self-help equipment and the like) in the target service scene of the target user according to the received target self-help solution. Therefore, the efficiency of solving the target service problem can be improved, and the use experience of the user can be improved.

In the embodiment of the application, compared with the existing method, the bank server can determine the target user, the contact way of the target user, the target service problem and the target service scene aiming at the target user by receiving and according to the triggering indication; determining a target self-service solution matched with the target service scene and the target service problem; and pushing the target self-service solution to the target user according to the contact information of the target user. Therefore, the target self-service solution which is suitable for the user and has a high reference value can be accurately determined according to the specific situation of the user, so that the user can efficiently and smoothly solve the target service problem by self according to the target self-service solution, and the use experience of the user is improved. The method solves the technical problems that the existing business data processing method can not accurately and effectively help the user to solve the specific business problem and the user experience is relatively poor.

In one embodiment, in order to protect data privacy of a user and prevent personal information data (e.g., account name, account password, etc.) from being revealed or stolen by a third party during self-help processing of a target business problem by the user while facilitating self-help solution of the target business problem by the user, a server of a bank configures a corresponding authentication scheme operable by the user while matching the corresponding target self-help solution for the user. The target self-service solution can be normally executed only after the user passes the authentication of the authentication scheme and confirms that the identity information of the user is correct, so as to solve the target service problem.

In an embodiment, based on the above consideration, after retrieving, from the N preset basic solutions, M preset basic solutions that respectively correspond to the M target sub-problems and are applicable to the target service scenario, as the M sub-solutions, when the method is implemented specifically, the following may be further included.

S1: determining the safety level of the sub-scheme;

s2: according to the security level of the sub-scheme, determining a preset identity authentication scheme which is matched with the security level of the sub-scheme and is suitable for a target service scene from Q preset identity authentication schemes as a target identity authentication scheme; wherein Q is an integer greater than 1;

s3: and combining the M sub-schemes and the target identity verification scheme to obtain the target self-service solution.

In one embodiment, the corresponding security level may be set for each preset basic solution in advance according to the importance degree of the user information data related to each preset basic solution. For example, if a preset basic solution only involves using information of an account name, a cell phone number, etc. of a user, a security level of the preset basic solution may be set to a relatively low level, for example, to be a first level. If the preset basic solution also involves using the account password of the user, the fund data in the account and other important information data, the security level of the preset basic solution can be set to a relatively high level, for example, to be recorded as a second level.

In one embodiment, in specific implementation, the preset security level of the basic solution corresponding to each sub-scheme may be used as the security level of the sub-scheme.

In an embodiment, the preset authentication scheme may specifically be a service processing scheme configured in advance for authenticating the identity information of the user.

In an embodiment, the target authentication scheme may be specifically understood as an authentication scheme applied to a target self-help solution for authenticating the identity of a target user.

In an embodiment, in order to be suitable for a target service scenario corresponding to a user currently and facilitate user operation, the preset authentication scheme may further include an authentication scheme based on biometric identification in addition to a conventional authentication scheme based on an account password.

The biometric-based authentication scheme may be specifically understood as acquiring a biometric adjustment (for example, a fingerprint, a face image, a voice, and the like of a target user whose identity is to be authenticated) of the target user, and comparing the biometric adjustment with a biometric feature of the user stored in a user database to authenticate the identity of the target user. By introducing the authentication scheme based on biological identification, the user can conveniently and efficiently complete authentication by utilizing the biological characteristics of the user under the conditions of forgetting the account password or inconveniently and manually inputting the account password, and the like, and the use experience of the user is further improved while the data information safety of the user is protected.

In one embodiment, the biometric-based authentication scheme may include at least one of: an authentication scheme based on dynamic face recognition, an authentication scheme based on static face recognition, an authentication scheme based on fingerprint recognition, an authentication scheme based on voiceprint recognition, and the like. It should be noted, of course, that the biometric-based authentication scheme listed above is only an exemplary one. In specific implementation, according to specific situations and business requirements, an authentication scheme based on other biological characteristics of the user can be further included.

In one embodiment, differences in the reliability of different preset authentication schemes and in the complexity of user operations are taken into account. Generally, the authentication scheme with higher reliability is relatively more complicated when the user operates, and the amount of data processed by the server is relatively more. Therefore, the applicable security level can be marked on each preset identity authentication scheme according to the reliability degree of each preset identity authentication scheme. Therefore, when a preset identity authentication scheme is subsequently configured, the preset identity authentication scheme with the same security level and higher reliability but more complex user operation can be selected in a targeted manner according to the security level of the mark of the preset identity authentication scheme under the condition of higher security level as the preset identity authentication scheme matched with the security level; under the condition of lower security level, a preset identity authentication scheme which has the same security level and lower reliability but is simpler to operate by a user can be selected in a targeted manner as a preset identity authentication scheme matched with the security level.

For example, dynamic face recognition tends to have higher reliability than static face recognition, but the related operations of dynamic face recognition on the user side are more complicated and time-consuming than static face recognition. Thus, the server may label the dynamic face recognition based authentication scheme as a second level corresponding to a higher security level, and label the static face recognition based authentication scheme as a first level corresponding to a lower security level. Under the condition of higher security level, an identity authentication scheme based on dynamic face recognition can be selected and used according to the mark, and under the condition of lower security level, an identity authentication scheme based on static face recognition can be selected and used according to the label.

In one embodiment, in selecting a preset authentication scheme, in addition to considering the security level in the manner described above; and further combining with a specific target service scene, and further screening out a preset identity verification scheme suitable for the target service scene (for example, convenient for a target user to operate and implement in the target service scene) from the preset identity verification scheme matched with the security level as the target verification scheme.

Specifically, for example, after determining that the user is currently operating on the mobile phone according to the target service scenario, the server may further determine the configuration data of the mobile phone, and determine that the mobile phone includes the camera but does not include the fingerprint collector according to the configuration data of the mobile phone. At this time, the server may select an authentication scheme based on face recognition instead of an authentication scheme based on fingerprint recognition as a preset authentication scheme suitable for the target service scenario.

In an embodiment, in a specific implementation, when M is equal to 1, and the target self-service solution only contains one sub-scheme, a preset authentication scheme that is matched with the security level of the sub-scheme and is suitable for a target service scenario may be directly determined from Q preset authentication schemes as the target authentication scheme.

In an embodiment, in implementation, when M is not equal to 1, in a case that the target self-help solution at least includes two or more sub-solutions, a sub-solution with a highest security level among the M sub-solutions may be determined first, and the highest security level may be used as the security level of the target self-help solution; and then, determining a preset identity authentication scheme which is matched with the security level of the target self-service solution of the sub-scheme and is suitable for the target service scene from the Q preset identity authentication schemes as a target authentication scheme.

In an embodiment, the target self-help solution is obtained by combining the M sub-schemes and the target authentication scheme, and the target authentication scheme may be spliced before the M sub-schemes during specific implementation. Therefore, when the user is implemented specifically, the target self-service solution can be finally completed by normally performing the M sub-solutions through the target identity verification scheme under the condition that the identity verification is passed, so that the information data security of the user can be effectively protected.

In an embodiment, the preset authentication scheme may specifically include at least an authentication scheme such as a biometric authentication scheme.

In an embodiment, the contact information of the user may specifically include at least one of the following: the mobile phone number of the user, the social application account number of the user, the mailbox address of the user and the like.

In one embodiment, the target business problem may specifically include at least one of: the bank card is swallowed, the password of the bank card account is input incorrectly, the account is locked, the banking business is expired and the like.

In an embodiment, in the case that the target business problem includes that the account is locked due to a password input error of the bank card account, the triggering indication may specifically include: the system comprises error reporting information generated by the login failure of a user account, and/or request instructions for requesting help to solve the target service problem and the like, which are input by the user through a preset data interface.

In an embodiment, the target service scenario may specifically include at least one of: the user logs in the bank card account through the APP of the mobile phone bank, the user logs in the bank card account through the webpage of the online bank, the user logs in the bank card account through the self-service equipment of the bank and the like.

In an embodiment, when the target service scenario includes that a user logs in a bank card account through self-service equipment of a bank, the target self-service solution is pushed to the target user according to a contact manner of the target user, and the specific implementation may include the following contents: sending a prompt short message to the target user according to the mobile phone number of the target user; the prompt short message comprises a target self-service solution for guiding a user how to process a target service problem on self-service equipment of a bank.

In one embodiment, when implemented, the method may further include the following: determining bank self-service equipment used by a target user as target self-service equipment according to the equipment identification carried by the error reporting information; and sending the business data associated with the target self-service solution to the target self-service equipment so that the target self-service equipment cooperates with a target user to self-service solve the target business problem according to the target self-service solution.

In this embodiment, the service data associated with the target self-help solution may specifically include service data for receiving authentication supporting a target user and service data supporting each sub-solution in the target self-help solution.

In this embodiment, specifically, refer to fig. 2. The self-service device may send error information to a server of the bank as a trigger indication. Correspondingly, the server of the bank can generate a corresponding target self-service solution according to the trigger instruction, and send the target self-service solution to a mobile phone of a target user or terminal equipment such as self-service equipment, so that the user can obtain the corresponding target self-service solution through the equipment.

Meanwhile, the server of the bank can also send the business data associated with the target self-service solution to self-service equipment. The self-service equipment can receive and acquire the face image of the target user by calling the camera which is configured on the self-service equipment according to the business data associated with the target self-service solution, and then the face image is sent to the server, and the server performs the authentication scheme based on static face recognition on the target user according to the face image. And under the condition that the server passes the authentication through the authentication scheme, sending corresponding authentication passing confirmation information to the self-service equipment. And after receiving the confirmation information fed back by the server, the self-service equipment can display a corresponding operation processing interface to a target user according to the service data associated with the target self-service solution. And then the target user can carry out corresponding self-service operation in the operation processing interface displayed on the self-service equipment according to the target self-service solution so as to solve the target business problem.

In summary, compared with the existing method, the bank server can determine the target user, the contact way of the target user, the target business problem and the target business scene aiming at the target user by receiving and according to the triggering indication; determining a target self-service solution matched with the target service scene and the target service problem; and pushing the target self-service solution to the target user according to the contact information of the target user. Therefore, the target self-service solution which is suitable for the user and has a high reference value can be accurately determined according to the specific situation of the user, so that the user can efficiently and smoothly solve the target service problem by self according to the target self-service solution, and the use experience of the user is improved. The method solves the technical problems that the existing business data processing method can not accurately and effectively help the user to solve the specific business problem and the user experience is relatively poor. The method also comprises the steps of splitting the complex business problem into M sub-problems in advance before specific implementation, and setting corresponding preset basic solutions for the sub-problems respectively aiming at a business scene; in specific implementation, the target service problem can be split into M sub-problems, and then a preset basic solution matched with the sub-problems and the target service scene is retrieved from the existing N preset basic solutions to obtain M sub-solutions to construct a target self-service solution matched with the target service problem and the target service scene, so that the efficiency of determining the target self-service solution can be improved, the waiting time of a user can be reduced, and the use experience of the user can be further improved. And the target self-service solution is obtained by determining the preset identity verification scheme which is matched with the sub-scheme in the Q preset identity verification schemes and is suitable for the target service scene as the target identity verification scheme and combining the target identity verification scheme with the M sub-schemes, so that the data information safety of the user during self-service processing can be well protected, and the use experience of the user is further improved.

The embodiment of the application also provides another service data processing method. The method can be particularly applied to the terminal equipment side. In particular implementations, the method may include the following.

S1: a trigger indication is generated and sent to the bank's server.

S2: and receiving the target self-help solution pushed by the server of the bank.

S3: and matching the target user with the target self-service solution to solve the target service problem in a self-service manner according to the target self-service solution.

In an embodiment, the terminal device may specifically be an electronic device such as a mobile phone, a computer, or a self-service device of a bank, which is currently used by a user.

In one embodiment, the method may further include: receiving business data which is sent by a server of a bank and is associated with a target self-help solution; and matching the target user to self-help solve the target service problem according to the service data associated with the target self-help solution.

By the aid of the mode, when business problems occur in banking business handling or after the banking business handling, a user can timely acquire a target self-service solution generated and pushed by a server of a bank, and then can efficiently and smoothly solve the target business problems by self according to the target self-service solution, so that use experience of the user is improved.

Based on the same inventive concept, the embodiment of the present application further provides a service data processing apparatus, as described in the following embodiments. Because the principle of the service data processing apparatus for solving the problem is similar to the service data processing method, the implementation of the service data processing apparatus can refer to the implementation of the service data processing method, and repeated parts are not described again. As used hereinafter, the term "unit" or "module" may be a combination of software and/or hardware that implements a predetermined function. Although the means described in the embodiments below are preferably implemented in software, an implementation in hardware, or a combination of software and hardware is also possible and contemplated. Please refer to fig. 3, which is a structural diagram of a service data processing apparatus provided in an embodiment of the present application, where the apparatus may specifically include: a receiving module 301, a first determining module 302, a second determining module 303, and a pushing module 304, and the structure will be described in detail below.

The receiving module 301 may be specifically configured to receive a trigger instruction;

the first determining module 302 is specifically configured to determine, according to the trigger indication, a target user, a contact manner of the target user, and a target service problem and a target service scenario corresponding to the target user;

the second determining module 303 may be specifically configured to determine a target self-service solution matched with the target service scenario and the target service problem; the target self-help solution is used for helping a target user to self-help solve a target business problem in a target business scene;

the pushing module 304 may be specifically configured to push the target self-help solution to the target user according to the contact information of the target user.

In an embodiment, the second determining module 303 may specifically include the following structural units:

the splitting unit is specifically used for splitting the target service problem into M target sub-problems;

a retrieving unit, configured to retrieve, from the N preset basic solutions, M preset basic solutions that respectively correspond to the M target sub-problems and are applicable to a target service scenario, as M sub-solutions; wherein the predetermined basic solution comprises a solution adapted to solve a sub-problem in a business scenario;

and the combining unit can be specifically used for combining the M sub-schemes to obtain the target self-help solution.

In an embodiment, the second determining module 303 may further include the following structural units:

the first determining unit may be specifically configured to determine a security level of the sub-scheme;

the second determining unit may be specifically configured to determine, according to the security level of the sub-scheme, a preset identity verification scheme that is matched with the security level of the sub-scheme and is applicable to the target service scenario from among Q preset identity verification schemes, as a target identity verification scheme;

correspondingly, the combining unit may be further specifically configured to combine the M sub-schemes and the target identity verification scheme to obtain the target self-help solution.

In one embodiment, the preset authentication scheme includes at least a biometric-based authentication scheme and the like.

In one embodiment, the biometric-based authentication scheme may specifically include at least one of: an authentication scheme based on dynamic face recognition, an authentication scheme based on static face recognition, an authentication scheme based on fingerprint recognition, an authentication scheme based on voiceprint recognition, and the like.

In one embodiment, the contact information of the target user comprises at least one of: the mobile phone number of the target user, the social application account number of the target user, the mailbox address of the target user and the like.

In one embodiment, the target business issue comprises at least one of: the bank card is swallowed, the password of the bank card account is input incorrectly, the account is locked, the banking business is expired and the like.

The embodiments in the present specification are described in a progressive manner, and the same and similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments. In particular, for the system embodiment, since it is substantially similar to the method embodiment, the description is simple, and for the relevant points, reference may be made to the partial description of the method embodiment.

It should be noted that, the systems, devices, modules or units described in the above embodiments may be implemented by a computer chip or an entity, or implemented by a product with certain functions. For convenience of description, in the present specification, the above devices are described as being divided into various units by functions, and are described separately. Of course, the functionality of the units may be implemented in one or more software and/or hardware when implementing the present application.

Moreover, in the subject specification, adjectives such as first and second may only be used to distinguish one element or action from another element or action without necessarily requiring or implying any actual such relationship or order. References to an element or component or step (etc.) should not be construed as limited to only one of the element, component, or step, but rather to one or more of the element, component, or step, etc., where the context permits.

From the above description, it can be seen that, based on the service data processing apparatus provided in the embodiment of the present application, a target self-service solution that is suitable for a user and has a higher reference value can be accurately determined according to a specific situation of the user, so that the user can efficiently and smoothly solve a target service problem by self according to the target self-service solution, and the user experience is improved.

The embodiment of the present specification further provides a server, as shown in fig. 4, where the server includes a network communication port 401, a processor 402, and a memory 403, and the foregoing structures are connected by an internal cable, so that the structures may perform specific data interaction.

The network communication port 401 may be specifically configured to receive a trigger indication.

The processor 402 may be specifically configured to determine a target user, a contact information of the target user, and a target service problem and a target service scenario corresponding to the target user according to the trigger indication; determining a target self-service solution matched with the target service scene and the target service problem; the target self-help solution is used for helping a target user to self-help solve a target business problem in a target business scene; and pushing the target self-service solution to the target user according to the contact way of the target user.

The memory 403 may be specifically configured to store a corresponding instruction program.

In this embodiment, the network communication port 401 may be a virtual port that is bound to different communication protocols, so that different data can be sent or received. For example, the network communication port may be a port responsible for web data communication, a port responsible for FTP data communication, or a port responsible for mail data communication. In addition, the network communication port can also be a communication interface or a communication chip of an entity. For example, it may be a wireless mobile network communication chip, such as GSM, CDMA, etc.; it can also be a Wifi chip; it may also be a bluetooth chip.

In this embodiment, the processor 402 may be implemented in any suitable manner. For example, the processor may take the form of, for example, a microprocessor or processor and a computer-readable medium that stores computer-readable program code (e.g., software or firmware) executable by the (micro) processor, logic gates, switches, an Application Specific Integrated Circuit (ASIC), a programmable logic controller, an embedded microcontroller, and so forth. The description is not intended to be limiting.

In this embodiment, the memory 403 may include multiple layers, and in a digital system, the memory may be any memory as long as binary data can be stored; in an integrated circuit, a circuit without a physical form and with a storage function is also called a memory, such as a RAM, a FIFO and the like; in the system, the storage device in physical form is also called a memory, such as a memory bank, a TF card and the like.

The embodiment of the present specification further provides a terminal device, which includes a processor and a memory for storing processor-executable instructions, where the processor executes the instructions to generate and send a trigger instruction to a server of a bank. And receiving the target self-help solution pushed by the server of the bank. And matching the target user with the target self-service solution to solve the target service problem in a self-service manner according to the target self-service solution.

An embodiment of the present application further provides a computer storage medium based on a service data processing method, where the computer storage medium stores computer program instructions, and when the computer program instructions are executed, the computer storage medium implements: receiving a trigger indication; determining a target user, a contact way of the target user, a target service problem and a target service scene corresponding to the target user according to the trigger indication; determining a target self-service solution matched with the target service scene and the target service problem; the target self-help solution is used for helping a target user to self-help solve a target business problem in a target business scene; and pushing the target self-service solution to the target user according to the contact way of the target user.

In the present embodiment, the storage medium includes, but is not limited to, a Random Access Memory (RAM), a Read-Only Memory (ROM), a Cache (Cache), a Hard disk (HDD), or a Memory Card (Memory Card). The memory may be used to store computer program instructions. The network communication unit may be an interface for performing network connection communication, which is set in accordance with a standard prescribed by a communication protocol.

In this embodiment, the functions and effects specifically realized by the program instructions stored in the computer storage medium can be explained by comparing with other embodiments, and are not described herein again.

In a specific implementation scenario example, a certain bank may use the business data processing method provided in the embodiment of the present application to serve a customer, and accurately determine a suitable target self-help solution for the customer, so as to help the customer efficiently and safely solve a target business problem by self-help.

At present, a customer encounters a business emergency (i.e. a business problem), for example, a bank password is forgotten to try too many times to be locked, and the customer mostly does not know how to do the business, and can only go to a counter of a website for handling the business, but cannot select a quick and self-service electronic banking channel for handling the business in the first time. In addition, if the customer does not carry a bank card or a U shield, money transfer and deposit cannot be carried out, the customer identification is limited by the fact that the customer cannot be identified, the customer identification is the premise and the basis for the development of all financial services, and at present, the traditional identification authentication mode of account numbers and passwords or the mode of security media such as a dynamic password card and the U shield have the problems that the traditional identification authentication mode of account numbers and passwords can be lost, stolen and forgotten to some extent, a transactor can not be confirmed to be the customer, the identity cannot be ensured to be real, and the fund security cannot be guaranteed. The traditional identity authentication mode mainly uses foreign objects which can be identity marking articles: certificates, bank cards, and also can be used for marking knowledge: once the account number, the password, the mobile phone verification code and the like are stolen or forgotten, the identity of the mobile phone is easily faked by others.

Further, as the current needs of the customers often cannot be acquired in time, the customers cannot actively provide services, and the customers can only go to the network sites to handle the services, and cannot effectively generate corresponding self-service solutions for the customers in time, the network sites have high labor cost, the customers complain much complaints, the customers lose, and the operation efficiency and the labor resources of the network sites are seriously influenced.

For the above situation, the service data processing method and device provided by the embodiment of the present application may be applied. On one hand, the system can actively serve and accurately push the requirements of customers. When a customer encounters an emergency situation that a bank password is forgotten to try to be locked too much, and when a customer deposits a deposit and a financial product expires, a system (namely a server of a bank) can timely acquire a demand, and actively sends reminding information to the customer and informs a self-service solution through electronic banking channels such as WeChat, short message, mobile banking, Internet banking and the like, for example: providing the optimal products matching with the risk level of the customer, one-touch self-service purchase and the like.

On the other hand, the client does not need to go to a bank counter for on-site handling, and only needs to handle the business through bank self-service equipment, online banking, mobile banking and the like according to the self-help solution of pushing. In consideration of the unique characteristic that human body features are not reproducible, the biological secret key cannot be copied, stolen or forgotten, and the identity authentication is carried out by the biological identification technology, so that the method is safe, reliable and accurate. Therefore, the biological identification technology (for example, an authentication scheme based on biological identification) is also applied to a bank system, and on the premise of controlling financial risks and ensuring fund safety, a self-service solution of business handling is realized through an electronic bank channel, so that the handling time of customers is saved, the service experience of the customers is improved, and the operating efficiency and the human resources of a network are reduced.

In specific implementation, when a customer encounters an emergency situation that the password of the bank card is forgotten and too many attempts are tried to be locked, the bank system such as electronic bank channel system login failure or e-commerce payment failure can acquire corresponding error information (namely trigger indication) in time, according to the preset service problem of the system and the requirement of the client, a corresponding self-help solution (namely a target self-help solution) is generated, and then the message reminding service of an electronic banking channel (namely the contact way of the target user, such as a mobile phone bank, an internet bank, an e-bank client, a WeChat public account and the like) opened by the client is used, or the mobile phone short message service opened by the customer actively sends accurate service reminding according to the customer requirement, and informs the self-service solution so that the bank can actively serve the customer and accurately push the self-service solution to the customer (so that the customer can self-service the emergency according to the self-service solution).

Specifically, for example, when a payment password of a bank card or an electronic bank login password is mistakenly input to a limit upper limit, the password is locked, and the account is frozen. The customer logs in the online bank, the mobile phone bank and the like again, and can prompt that the password is not locked or the online payment is not successful, and can trigger the system to push the solution initiated by the electronic channels such as the mobile phone bank, the E-bank client, the online bank and the like or the micro-message public number and the short message which are opened by the customer, for example, the customer receives the effective certificate and the online bank registration card to handle the password resetting service on a counter (namely, a self-service solution) or autonomously handle the password after the identity is identified through a biological identification technology (namely, another self-service solution).

For another example, for the case of due deposit and financial products, only the visitors and financial clients (for example, the buyers whose financial funds reach the specified amount) will usually enjoy one-to-one service, including phone call or short message reminding. While many banks do not have an active reminding business of the expiration of financial products nor notice from the customer manager to ordinary customers (e.g., small financial purchasers) or customers who purchase financing through electronic banking channels. Therefore, the business data processing scheme and the device can also actively push the product due reminding service, are effective means for effectively solving the urgent need of customers, improve the financial purchasing demand of the customers and make the after-sale service of the financial products. For example, the system can push the upcoming due reminder and the current-date account reminder in advance through multiple channels such as WeChat, short message, mobile banking and internet banking according to due products, due time and current amount, and additionally provide recommended product purchasing link and financing product page link which are matched with the risk level of the customer and purchasing preference, so that one-key self-service purchase, autonomous selective purchase and the like are realized.

In the specific implementation, the customer does not need to go to a bank outlet to handle the business on site, and only needs to handle the business (to solve the business problem) through the online bank of the bank, the mobile phone bank, the self-service equipment and the like according to the above autonomous solution guidance. When the business is handled by self, how to ensure the identity is real, the business risk is prevented, and the fund safety is ensured is an important problem for realizing the self-service solution.

Because the human body characteristics have the unique characteristic of non-duplicable nature inherent to the human body, the biological secret key cannot be duplicated, stolen or forgotten, and the identity authentication is carried out by the biological identification technology, so that the method is safe, reliable and accurate. Therefore, biometric technology is also applied to banking systems. Under the premise of controlling financial risks and guaranteeing fund safety, a self-service solution of business handling is realized through an electronic bank channel, the time of customer handling is saved, the customer service experience is improved, and the operating efficiency and the human resources of a network are reduced.

The biological recognition technology is characterized in that the biological recognition technology is closely combined with high-tech means such as optics, acoustics, biosensors and a biological statistics principle through a computer, and utilizes the inherent physiological characteristics of a human body: such as fingerprints, facial images, irises, etc. and behavioral characteristics: such as handwriting, voice, gait, etc. to perform personal identification.

In the scene example, the identity authentication is carried out by utilizing the biological identification technology, so that the method is safer, more accurate, more confidential and more convenient than the traditional identity authentication method, because the human body characteristics have the uniqueness and the invariance of the whole life which cannot be copied, the biological secret key naturally has the characteristics of incapability of copying, stealing, forgetting, carrying and the like.

The biometric identification system used may include the following three components: a sensor: detecting a feature for identification; a computer: reading and storing information; software: analyze the features, convert the features into a graph or code, and perform specific comparisons.

For example, face recognition is mainly divided into three processes of face detection, feature extraction, and face recognition. Face detection: detecting and extracting a face image from an input image, and judging the face image as the face image through a face recognition system algorithm; feature extraction: the method is characterized in that face information is represented by a plurality of numbers, and the numbers are features to be extracted; face recognition: the human face features are compared with the human face features of mass data in the database, and the human face can be confirmed and recognized according to the similarity discrimination and classification.

The biological identification technology is applied to bank self-service equipment, mobile terminal equipment, online banking, mobile banking and counter systems, and a self-service solution for business handling is realized in a fast, self-service and multi-channel mode on the premise of controlling financial risks and guaranteeing fund safety.

For example, a face recognition system is applied to internet banking and mobile banking, a face recognition technology is used for comparing an image acquired on site with a stored certificate photo, a face similarity value is provided, and a service can be handled directly after approval is passed, for example: the method comprises the following steps of common services such as card-free deposit and withdrawal, card-free purchase of financial products, card-free transfer, limit adjustment and the like, and burst services such as self-service card taking, unlocking and resetting of card passwords, card freezing and loss reporting.

For another example, the finger vein recognition system is embedded in a self-service device or a mobile terminal device, and a customer can obtain a personal vein distribution map through a vein recognition instrument, extract a characteristic value according to a special comparison algorithm, and compare the characteristic value with the characteristic of a finger vein registered in advance, so as to confirm the identity.

With the gradual maturity of the biometric identification technology, the use of fingerprint attendance, fingerprint door lock, iris recognition mobile phone, face recognition payment and the like is common, and the biometric identification technology provides more authentication modes for bank systems in the banking industry. Subsequently, the identity authentication can be confirmed by the biological identification technology such as face brushing and fingerprint of the card-free card, and the self-service business solutions such as card-free cash withdrawal, transfer account amount adjustment, payment consumption, transfer remittance and the like can be realized by the double guarantee of password authentication.

In this example, the business data processing scheme provided by the embodiment of the application can actively serve and actively market the current needed business data to the client, and accurately push a self-service solution for business handling of the electronic bank, so as to efficiently solve business problems for the client. The identity verification is carried out by introducing a biological recognition technology, and the method is applied to a self-service solution scheme for banking business handling, so that financial risks can be effectively controlled, fund safety is guaranteed, the handling time of a client can be saved, the use experience of the client is improved, and the operating efficiency and the human resources of a network are reduced.

Although various specific embodiments are mentioned in the disclosure of the present application, the present application is not limited to the cases described in the industry standards or the examples, and the like, and some industry standards or the embodiments slightly modified based on the implementation described in the custom manner or the examples can also achieve the same, equivalent or similar, or the expected implementation effects after the modifications. Embodiments employing such modified or transformed data acquisition, processing, output, determination, etc., may still fall within the scope of alternative embodiments of the present application.

Although the present application provides method steps as described in an embodiment or flowchart, more or fewer steps may be included based on conventional or non-inventive means. The order of steps recited in the embodiments is merely one manner of performing the steps in a multitude of orders and does not represent the only order of execution. When an apparatus or client product in practice executes, it may execute sequentially or in parallel (e.g., in a parallel processor or multithreaded processing environment, or even in a distributed data processing environment) according to the embodiments or methods shown in the figures. The terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, the presence of additional identical or equivalent elements in a process, method, article, or apparatus that comprises the recited elements is not excluded.

The devices or modules and the like explained in the above embodiments may be specifically implemented by a computer chip or an entity, or implemented by a product with certain functions. For convenience of description, the above devices are described as being divided into various modules by functions, and are described separately. Of course, in implementing the present application, the functions of each module may be implemented in one or more pieces of software and/or hardware, or a module that implements the same function may be implemented by a combination of a plurality of sub-modules, and the like. The above-described apparatus embodiments are merely illustrative, and for example, the division of the modules is merely a logical division, and other divisions may be realized in practice, for example, a plurality of modules or components may be combined or integrated into another system, or some features may be omitted, or not executed.

Those skilled in the art will also appreciate that, in addition to implementing the controller as pure computer readable program code, the same functionality can be implemented by logically programming method steps such that the controller is in the form of logic gates, switches, application specific integrated circuits, programmable logic controllers, embedded microcontrollers and the like. Such a controller may therefore be considered as a hardware component, and the means included therein for performing the various functions may also be considered as a structure within the hardware component. Or even means for performing the functions may be regarded as being both a software module for performing the method and a structure within a hardware component.

The application may be described in the general context of computer-executable instructions, such as program modules, being executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, classes, etc. that perform particular tasks or implement particular abstract data types. The application may also be practiced in distributed computing environments where tasks are performed by remote processing devices that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote computer storage media including memory storage devices.

From the above description of the embodiments, it is clear to those skilled in the art that the present application can be implemented by software plus necessary general hardware platform. Based on such understanding, the technical solutions of the present application may be embodied in the form of a software product, which may be stored in a storage medium, such as a ROM/RAM, a magnetic disk, an optical disk, or the like, and includes several instructions for enabling a computer device (which may be a personal computer, a mobile terminal, a server, or a network device) to execute the method according to the embodiments or some parts of the embodiments of the present application.

The embodiments in the present specification are described in a progressive manner, and the same or similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments. The application is operational with numerous general purpose or special purpose computing system environments or configurations. For example: personal computers, server computers, hand-held or portable devices, tablet-type devices, multiprocessor systems, microprocessor-based systems, set top boxes, programmable electronic devices, network PCs, minicomputers, mainframe computers, distributed computing environments that include any of the above systems or devices, and the like.

While the present application has been described by way of examples, those of ordinary skill in the art will appreciate that there are numerous variations and permutations of the present application that do not depart from the spirit of the present application and that the appended embodiments are intended to include such variations and permutations without departing from the present application.

Claims

1. A method for processing service data is characterized by comprising the following steps:

receiving a trigger indication;

2. The method of claim 1, wherein determining a target self-help solution matching the target business scenario and the target business problem comprises:

and combining the M sub-schemes to obtain the target self-help solution.

3. The method according to claim 2, wherein after retrieving M preset basic solutions respectively corresponding to the M target sub-problems and applicable to a target service scenario from the N preset basic solutions, as the M sub-solutions, the method further comprises:

determining the safety level of the sub-scheme;

4. The method according to claim 3, wherein the preset authentication scheme comprises at least a biometric-based authentication scheme.

5. The method of claim 4, wherein the biometric-based authentication scheme comprises at least one of: an authentication scheme based on dynamic face recognition, an authentication scheme based on static face recognition, an authentication scheme based on fingerprint recognition, and an authentication scheme based on voiceprint recognition.

6. The method of claim 1, wherein the contact details of the target user include at least one of: the mobile phone number of the target user, the social application account number of the target user and the mailbox address of the target user.

7. The method of claim 1, wherein the target traffic problem comprises at least one of: the bank card is swallowed, and the account is locked and the banking business is due to the wrong input of the account password of the bank card.

8. The method of claim 7, wherein in the case that the target business problem comprises a bank card account password input error resulting in an account being locked, the triggering indication comprises: the method comprises the steps of generating error reporting information generated by login failure of a user account, and/or inputting a request instruction for requesting help to solve a target service problem through a preset data interface by a user.

9. The method of claim 8, wherein the target traffic scenario comprises at least one of: the user logs in the bank card account through the APP of the mobile phone bank, the user logs in the bank card account through the webpage of the online bank, and the user logs in the bank card account through the self-service equipment of the bank.

10. The method according to claim 9, wherein in a case that the target business scenario includes that a user logs in a bank card account through a self-service device of a bank, the pushing the target self-service solution to the target user according to the contact information of the target user comprises:

11. The method of claim 10, further comprising:

12. A service data processing apparatus, comprising:

a receiving module, configured to receive a trigger instruction;

13. A server comprising a processor and a memory for storing processor-executable instructions which, when executed by the processor, implement the steps of the method of any one of claims 1 to 11.

14. A computer-readable storage medium having stored thereon computer instructions which, when executed, implement the steps of the method of any one of claims 1 to 11.