CN111915820B - Self-service business terminal guide service providing system - Google Patents
Self-service business terminal guide service providing system Download PDFInfo
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- G—PHYSICS
- G07—CHECKING-DEVICES
- G07F—COIN-FREED OR LIKE APPARATUS
- G07F19/00—Complete banking systems; Coded card-freed arrangements adapted for dispensing or receiving monies or the like and posting such transactions to existing accounts, e.g. automatic teller machines
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/90—Details of database functions independent of the retrieved data types
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- G06F16/953—Querying, e.g. by the use of web search engines
- G06F16/9535—Search customisation based on user profiles and personalisation
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
- G06Q10/063112—Skill-based matching of a person or a group to a task
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Abstract
The invention discloses a self-service business terminal guide service providing system, which comprises a data analysis module, a service switching module, a task assignment module and a voice guidance module; the data analysis module is used for analyzing the operation information of the user of the self-service business terminal, and the design judges whether the user needs to adjust the service mode of the self-service business terminal according to proficiency, so that the service mode is more humanized and reasonable, and the labor amount of workers is greatly reduced; the service switching module is used for receiving a control instruction of the server and intelligently switching a service mode of the self-service business terminal, the task assigning module is used for assigning workers to provide manual guide service for the self-service business terminal, the voice guide module is used for voice guide of the users of the self-service business terminal, the design preferably selects the workers providing manual service for the users, manpower resources are reasonably distributed, and the efficiency of manual service is greatly improved.
Description
Technical Field
The invention belongs to the technical field of self-service business terminal application, relates to a guide service technology, and particularly relates to a guide service providing system of a self-service business terminal.
Background
The self-service terminal is mainly used for relieving the problem of large flow of people in the business hall, improving the speed of business handling, and is mainly applied to the industries such as banking, telecommunication, electric power, medical treatment, aviation, retail and the like. The business hall self-service terminal is an extension and supplement to business hall services. In the financial industry, a user can perform account inquiry, self-service account transfer, bill printing, compensation and self-service loss reporting service handling; the device has the advantages of saving personnel expenses, reducing business cost, continuously working for 24 hours, running without errors and the like, and can be placed in public places such as telecom business halls, stations, airports, superstores and the like.
The self-service business terminal equipment can be provided at a service institution, the self-service business terminal equipment is different in operation method, meanwhile, proficiency of users on the self-service business terminal equipment is different, workers can only be frequently called for help to guide the self-service business terminal equipment, generally, the workers guide the self-service business terminal equipment in a one-to-many mode, workers on site need to run to and fro between different customers, the help efficiency is low, the operation efficiency of the users on the self-service business terminal is greatly influenced, when the users spend a large amount of time occupying the self-service business terminal, the use of other users on the self-service business terminal can be influenced, and therefore, the use efficiency of the self-service business terminal is reduced.
Disclosure of Invention
Aiming at the defects in the prior art, the invention aims to provide a self-service business terminal guide service providing system.
The technical problem to be solved by the invention is as follows:
self-service business terminal equipment differs, operation method is also different, the user differs to self-service business terminal equipment's proficiency simultaneously, often can only seek help staff to guide from other, generally the staff guides one to many, on-the-spot staff need to run back and forth between the customer of difference, help efficiency is not high, greatly influenced the operating efficiency of user on self-service business terminal, it occupies self-service business terminal to spend a large amount of time when the user, can influence other users to the use of self-service business terminal, thereby the availability factor of self-service business terminal has been reduced.
The purpose of the invention can be realized by the following technical scheme:
a self-service business terminal guide service providing system comprises a data acquisition module, a data analysis module, a service switching module, a positioning module, a task assignment module, a manual service module, a voice guidance module, a database, a timing module and a server;
the data acquisition module is used for acquiring personal information of users of the self-service business terminal and sending the personal information to the database for storage, and the personal information comprises names and academic calendar information; the database is used for storing a plurality of using instructions and personal information of the self-service business terminal; the timing module is used for recording the operation duration of a user of the self-service business terminal; the data analysis module is used for analyzing the operation information of the self-service business terminal user, and the specific analysis process is as follows:
s1: acquiring the times Ci of using the self-service business terminal by a user, wherein i is 1, … … and n;
s2: acquiring time T1 when a user initially operates the self-service business terminal, acquiring time T2 when the user operates the self-service business terminal after a period of time, acquiring interval time T2-1 when the user operates the self-service business terminal, and so on to obtain gap time Tj when the user operates the self-service business terminal each time, wherein j is 1, … … and n-1, and calculating average gap time Tp by using a formula;
s3: the method comprises the following steps of acquiring a student calendar of a user, and dividing the student calendar into four student calendar grades: the method comprises the steps that four academic levels are assigned Xo in sequence by a university, a high school, a middle school and a primary school, wherein o is 1, 2, 3 and 4, and X1 is more than X2 is more than X3 is more than X4;
s4: after dequantization, calculating the proficiency SL of the user for operating the self-service business terminal by using a formula, wherein the specific formula is as follows:
s5: acquiring proficiency SL of a user operating the self-service business terminal, and comparing the proficiency SL with a preset proficiency threshold value;
s6: when the proficiency SL does not exceed the operation preset proficiency threshold, generating a service switching signal;
s7: the data analysis module sends the service switching signal to the server, and the server loads a generated control instruction into the service switching module and the task assignment module;
the service switching module is used for receiving a control instruction of the server and intelligently switching the service modes of the self-service business terminal, wherein the service modes comprise self-service and manual service; the positioning module is used for positioning the geographic position of the self-service business terminal and sending the geographic position to the task assignment module; the task assignment module is used for assigning workers to provide manual guide service for the self-service business terminal; the manual service module is used for guiding a user to operate the self-service business terminal by the worker; the voice guide module is used for guiding the voice of the user of the self-service business terminal, and is specifically a voice player on the self-service business terminal.
Further, the specific working process of the task assignment module is as follows:
s1: acquiring workers in an idle state, classifying the workers in the idle state into primary workers, and marking the primary workers as d, wherein d is 1, … … and n;
s2: acquiring the total service quantity Fzd and the service success quantity Fcd of the primary selection personnel, and calculating the service success rate Fd of the primary selection personnel; acquiring current service task quantity Frd and service efficiency Fxd of the primary selection personnel;
s3: acquiring all service durations Ftd of the primary selection personnel, and calculating the average service duration Fptd of the primary selection personnel by using a summation and averaging formula;
s4: after dequantization, the service recommendation Ftj of the primary-selected person is calculated by using a formula, wherein the specific formula is as follows:
Ftj＝Fd×b1+Frdb2+ Fxd × b3+ Fptd × b4, wherein b1, b2, b3 and b4 are all fixed values of preset proportionality coefficients;
s5: acquiring first five primary selected persons of the service recommendation value, and classifying the first five primary selected persons into candidate persons h, j being 1, 2, 3, 4 and 5;
s6: acquiring a service recommendation value Ftjh, an enrollment duration Rzh and a service goodness evaluation Hph of candidate personnel;
s7: after dequantization, calculating by using a formula to obtain a service value FW, wherein the specific calculation formula is as follows:
s8: and acquiring the candidate with the largest service value, selecting the candidate as the final staff, and increasing the service volume of the staff once.
The system further comprises a monitoring shooting module and an intelligent sensing module, wherein the monitoring shooting module is used for monitoring the operation panel of the self-service business terminal in real time and feeding back a real-time shooting picture to the server, the server transmits the real-time shooting picture to the corresponding manual service module, and the manual service module conducts voice guidance on a user in front of the self-service business terminal through the voice guidance module according to the real-time shooting picture; the timing module is also used for timing the real-time picture shot by the monitoring shooting module and the object sensed by the intelligent sensing module;
the intelligent sensing module is used for sensing a user in front of the self-service business terminal, and the specific working process is as follows:
q1: acquiring a distance J between a hand of a user and the self-service business terminal through a monitoring shooting module;
q2: when the distance J is equal to 0, the intelligent sensing module immediately feeds back a signal to the server;
when the distance J is larger than 0, entering the next step;
q3: acquiring complete face information of a user, and recording the time Tc of the complete face information of the user facing the self-service business terminal through a timing module;
q4: setting a first time threshold, and entering the next step when the retention time Tc exceeds the first time threshold;
q5: obtaining the staying time Tt of a user in front of a self-service business terminal;
q6: and setting a second time threshold, and feeding back a signal to the server immediately by the intelligent sensing module when the retention time Tt exceeds the second time threshold.
Furthermore, the voice guidance module is also used for sending voice information of 'whether self-service is needed' when the intelligent sensing module senses that a user exists in the self-service business terminal.
Further, the data analysis module is also used for carrying out intelligent analysis on the voice of the user of the self-service business terminal, and the analysis process is as follows:
p1: acquiring voice information of a user of the self-service business terminal, and acquiring keywords in the voice information;
p2: acquiring the number of the keywords, and acquiring preset keywords in a database, wherein the number of the preset keywords is equal to the number of the keywords;
p3: forming preset keywords with the number equal to that of the keywords in the database into a preselected array, acquiring strokes of first words in the keywords, finding out the preset keywords with the number equal to that of the first words in the keywords in the preselected array, and combining the preset keywords with the to-be-selected array again;
p4: repeating the steps until only one preset keyword matched with the keyword is left in the array;
p5: the unique preset keyword is fed back to the server, and the server reads the unique preset keyword, generates a corresponding instruction and loads the instruction into the self-service business terminal.
Compared with the prior art, the invention has the beneficial effects that:
1. the system comprises a data acquisition module, a timing module, a data analysis module, a formula calculation module, a service switching module and a server, wherein the data acquisition module is used for acquiring personal information of users of self-service business terminals, the timing module is used for recording operation duration of the users of the self-service business terminals, the data analysis module is used for analyzing the operation information of the users of the self-service business terminals to obtain information such as times of operating the self-service business terminals, gap time of operating the self-service business terminals and academic records, the proficiency of the users for operating the self-service business terminals is calculated by the formula after dequantization processing, the obtained proficiency is compared with a preset proficiency threshold, when the proficiency SL does not exceed the preset proficiency threshold, the system generates a service switching signal, the data analysis module is used for sending the service switching signal to the server, the server loads a generated control instruction to the service switching module and a task assignment module, and the design is used for loading the times of the self-service business terminals of the users, the self-service business terminals, The information such as the gap time and the academic calendar of the self-service business terminal is reasonably analyzed to obtain the proficiency of the user on the self-service business terminal, whether the service mode of the self-service business terminal needs to be adjusted or not is judged according to the proficiency, the service mode is more humanized and reasonable, and meanwhile, the labor amount of workers is greatly reduced;
2. when the invention needs manual service assistance, the task assignment module reasonably assigns to obtain the working personnel in an idle state, classifies the working personnel in the idle state as primary selection personnel, utilizes a series of data of the total service amount, the service success rate, the current service task amount, the service efficiency, the service duration, the average service duration and the like of the primary selection personnel, utilizes a formula to calculate the service recommendation degree of the primary selection personnel, selects the primary selection personnel with the top five service recommendation values and classifies the primary selection personnel as candidate personnel, further obtains the service recommendation value, the working duration and the service goodness of the candidate personnel, utilizes the formula to calculate the final service value of the candidate personnel, finally selects the candidate personnel with the maximum service value, selects the candidate personnel as the final working personnel, and the working personnel take pictures according to the real-time of the self-service terminal transmitted by the monitoring and shooting module, the system calculates the total service amount, the service success rate, the current service task amount, the service efficiency, the service duration, the average service duration, the service recommendation value, the job time, the service goodness and other data through the system, preferably selects the staff for providing manual service for the user, reasonably distributes human resources, avoids the situation that the staff guides one to many and needs to run to and from different customers, greatly improves the efficiency of manual service, and also improves the operating efficiency of the user on the self-service business terminal.
Drawings
In order to facilitate understanding for those skilled in the art, the present invention will be further described with reference to the accompanying drawings.
FIG. 1 is an overall system block diagram of the present invention.
Detailed Description
The technical solutions of the present invention will be described clearly and completely with reference to the following embodiments, and it should be understood that the described embodiments are only a part of the embodiments of the present invention, 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 invention.
Referring to fig. 1, a self-service business terminal guidance service providing system includes a data acquisition module, a data analysis module, a service switching module, a positioning module, a task assignment module, a manual service module, a voice guidance module, a database, a timing module, and a server;
the data acquisition module is used for acquiring personal information of users of the self-service business terminal and sending the personal information to the database for storage, and the personal information comprises names and academic calendar information; the database is used for storing a plurality of using instructions and personal information of the self-service business terminal; the timing module is used for recording the operation duration of a user of the self-service business terminal; the data analysis module is used for analyzing the operation information of the self-service business terminal user, and the specific analysis process is as follows:
s1: acquiring the times Ci of using the self-service business terminal by a user, wherein i is 1, … … and n;
s2: acquiring time T1 when a user initially operates the self-service business terminal, acquiring time T2 when the user operates the self-service business terminal after a period of time, acquiring interval time T2-1 when the user operates the self-service business terminal, and so on to obtain gap time Tj when the user operates the self-service business terminal each time, wherein j is 1, … … and n-1, and calculating average gap time Tp by using a formula;
s3: the method comprises the following steps of acquiring a student calendar of a user, and dividing the student calendar into four student calendar grades: the method comprises the steps that four academic levels are assigned Xo in sequence by a university, a high school, a middle school and a primary school, wherein o is 1, 2, 3 and 4, and X1 is more than X2 is more than X3 is more than X4;
s4: after dequantization, calculating the proficiency SL of the user for operating the self-service business terminal by using a formula, wherein the specific formula is as follows:
s5: acquiring proficiency SL of a user operating the self-service business terminal, and comparing the proficiency SL with a preset proficiency threshold value;
s6: when the proficiency SL does not exceed the operation preset proficiency threshold, generating a service switching signal;
s7: the data analysis module sends the service switching signal to the server, and the server loads a generated control instruction into the service switching module and the task assignment module;
the service switching module is used for receiving a control instruction of the server and intelligently switching the service modes of the self-service business terminal, wherein the service modes comprise self-service and manual service; the positioning module is used for positioning the geographic position of the self-service business terminal and sending the geographic position to the task assignment module; the task assignment module is used for assigning workers to provide manual guide service for the self-service business terminal; the manual service module is used for guiding a user to operate the self-service business terminal by the worker; the voice guide module is used for guiding the voice of the user of the self-service business terminal, and is specifically a voice player on the self-service business terminal.
The specific working process of the task assignment module is as follows:
s1: acquiring workers in an idle state, classifying the workers in the idle state into primary workers, and marking the primary workers as d, wherein d is 1, … … and n;
s2: acquiring the total service quantity Fzd and the service success quantity Fcd of the primary selection personnel, and calculating the service success rate Fd of the primary selection personnel; acquiring current service task quantity Frd and service efficiency Fxd of the primary selection personnel;
s3: acquiring all service durations Ftd of the primary selection personnel, and calculating the average service duration Fptd of the primary selection personnel by using a summation and averaging formula;
s4: after dequantization, the service recommendation Ftj of the primary-selected person is calculated by using a formula, wherein the specific formula is as follows:
Ftj＝Fd×b1+Frdb2+ Fxd × b3+ Fptd × b4, wherein b1, b2, b3 and b4 are all fixed values of preset proportionality coefficients;
s5: acquiring first five primary selected persons of the service recommendation value, and classifying the first five primary selected persons into candidate persons h, j being 1, 2, 3, 4 and 5;
s6: acquiring a service recommendation value Ftjh, an enrollment duration Rzh and a service goodness evaluation Hph of candidate personnel;
s7: after dequantization, calculating by using a formula to obtain a service value FW, wherein the specific calculation formula is as follows:
s8: and acquiring the candidate with the largest service value, selecting the candidate as the final staff, and increasing the service volume of the staff once.
The system also comprises a monitoring shooting module and an intelligent sensing module, wherein the monitoring shooting module is used for monitoring the operation panel of the self-service business terminal in real time and feeding back a real-time shooting picture to the server, the server transmits the real-time shooting picture to the corresponding manual service module, and the manual service module conducts voice guidance on a user in front of the self-service business terminal through the voice guidance module according to the real-time shooting picture; the timing module is also used for timing the real-time picture shot by the monitoring shooting module and the object sensed by the intelligent sensing module;
the intelligent sensing module is used for sensing a user in front of the self-service business terminal, and the specific working process is as follows:
q1: acquiring a distance J between a hand of a user and the self-service business terminal through a monitoring shooting module;
q2: when the distance J is equal to 0, the intelligent sensing module immediately feeds back a signal to the server;
when the distance J is larger than 0, entering the next step;
q3: acquiring complete face information of a user, and recording the time Tc of the complete face information of the user facing the self-service business terminal through a timing module;
q4: setting a first time threshold, and entering the next step when the retention time Tc exceeds the first time threshold;
q5: obtaining the staying time Tt of a user in front of a self-service business terminal;
q6: and setting a second time threshold, and feeding back a signal to the server immediately by the intelligent sensing module when the retention time Tt exceeds the second time threshold.
The voice guide module is also used for sending voice information of 'whether self-service is needed' when the intelligent sensing module senses that a user exists in the self-service business terminal.
Wherein, the data analysis module is still used for carrying out intelligent analysis to self-service business terminal user's pronunciation, and the analytic process is as follows:
p1: acquiring voice information of a user of the self-service business terminal, and acquiring keywords in the voice information;
p2: acquiring the number of the keywords, and acquiring preset keywords in a database, wherein the number of the preset keywords is equal to the number of the keywords;
p3: forming preset keywords with the number equal to that of the keywords in the database into a preselected array, acquiring strokes of first words in the keywords, finding out the preset keywords with the number equal to that of the first words in the keywords in the preselected array, and combining the preset keywords with the to-be-selected array again;
p4: repeating the steps until only one preset keyword matched with the keyword is left in the array;
p5: the unique preset keyword is fed back to the server, and the server reads the unique preset keyword, generates a corresponding instruction and loads the instruction into the self-service business terminal.
Self-helpThe business terminal guide service providing system comprises a data acquisition module, a timing module, a data analysis module, a formula and a service module, wherein the data acquisition module acquires personal information of a user of a self-service business terminal, the timing module records operation duration of the user of the self-service business terminal, the data analysis module analyzes the operation information of the user of the self-service business terminal, the number of times of operating the self-service business terminal of the user, the gap time of operating the self-service business terminal, the study history and other information are acquired, and the formula is used for dequantization processing
Calculating the proficiency of a user in operating the self-service business terminal, comparing the obtained proficiency with a preset proficiency threshold value, generating a service switching signal when the proficiency SL does not exceed the preset proficiency threshold value, sending the service switching signal to a server by a data analysis module, loading a generated control instruction into a service switching module and a task assignment module by the server, reasonably analyzing the times of the self-service business terminal of the user, the gap time for operating the self-service business terminal, the academic calendar and other information to obtain the proficiency of the user on the self-service business terminal, judging whether the user needs to adjust the service mode of the self-service business terminal according to the proficiency, and enabling the service mode to be more humanized and reasonable and greatly reducing the labor amount of the worker;
when manual service assistance is needed, reasonable assignment is carried out through a task assignment module to obtain workers in an idle state, the workers in the idle state are classified into primary workers, a series of data of the total service amount, the service success rate, the current service task amount, the service efficiency, the service duration, the average service duration and the like of the primary workers are utilized, the service recommendation degree of the primary workers is calculated by utilizing a formula Ftj, the primary workers with the top five service recommendation values are selected and classified into candidate workers, Fd x b1+ Frdb2+ Fxd × b3+ Fptd × b4 further obtains the service recommendation value, the time length of the job entry and the service goodness of the candidate personnel by using the formula
Calculating to obtain the final service value of the candidate, selecting the candidate with the maximum service value, and selecting the candidate as the final worker, wherein the worker performs voice guidance on the user in front of the self-service business terminal through the voice guidance module according to the real-time shooting picture of the self-service business terminal transmitted by the monitoring shooting module, the design optimizes the staff providing manual service for users by calculating the data of total service amount, service success rate, current service task amount, service efficiency, service duration, average service duration, service recommendation value, job time and service goodness and the like by the system, reasonably allocates human resources, avoids the one-to-many guidance of the staff, in addition, the situation that the user needs to run to and fro among different customers is greatly improved, the efficiency of manual service is greatly improved, and the operating efficiency of the user on the self-service business terminal is also improved;
meanwhile, the intelligent sensing module can perform intelligent sensing on a user in front of the self-service business terminal, the distance J between the hand of the user and the self-service business terminal is obtained through the monitoring shooting module, when the distance J is 0, the intelligent sensing module immediately feeds back a signal to the server, when the distance J is larger than 0, the complete facial information of the user is further obtained, the time Tc of the complete facial information of the user facing the self-service business terminal is recorded through the timing module, when the residence time Tc exceeds a first time threshold value, the residence time Tt of the user in front of the self-service business terminal is further obtained, and when the residence time Tt exceeds a second time threshold value, the intelligent sensing module immediately feeds back a signal to the server;
the data analysis module can intelligently analyze the voice of the self-service business terminal user to obtain the voice information of the self-service business terminal user, and acquiring keywords in the voice information, acquiring the number of the keywords, acquiring preset keywords in the database, wherein the preset keywords are equal to the number of the keywords, forming a preselected array by the preset keywords in the database, wherein the preset keywords are equal to the number of the keywords, then obtaining the strokes of the first word in the keywords, finding out the preset keywords which are equal to the strokes of the first word in the keywords in the preselected array, combining the preset keywords with a to-be-selected array again, and analogizing until only one preset keyword matched with the keyword is left in the array, feeding back the only preset keyword to the server, reading the only preset keyword by the server, generating a corresponding instruction and loading the instruction into the self-service business terminal.
The above formulas are all quantitative calculation, the formula is a formula obtained by acquiring a large amount of data and performing software simulation to obtain the latest real situation, and the preset parameters in the formula are set by the technical personnel in the field according to the actual situation.
The preferred embodiments of the invention disclosed above are intended to be illustrative only. The preferred embodiments are not intended to be exhaustive or to limit the invention to the precise forms disclosed. Obviously, many modifications and variations are possible in light of the above teaching. The embodiments were chosen and described in order to best explain the principles of the invention and the practical application, to thereby enable others skilled in the art to best utilize the invention. The invention is limited only by the claims and their full scope and equivalents.
Claims (3)
1. A self-service business terminal guide service providing system is characterized by comprising a data acquisition module, a data analysis module, a service switching module, a positioning module, a task assignment module, a manual service module, a voice guide module, a database, a timing module and a server;
the data acquisition module is used for acquiring personal information of users of the self-service business terminal and sending the personal information to the database for storage, and the personal information comprises names and academic calendar information; the database is used for storing a plurality of using instructions and personal information of the self-service business terminal; the timing module is used for recording the operation duration of a user of the self-service business terminal; the data analysis module is used for analyzing the operation information of the self-service business terminal user, and the specific analysis process is as follows:
s1: acquiring times Ci of using self-service business terminals by users, i =1, … … and n;
s2: obtaining the time T1 of the initial operation of the self-service business terminal by the user, obtaining the time T2 of the operation of the self-service business terminal by the user again after a period of time, and obtaining the interval time T of the operation of the self-service business terminal2-1In the same way, obtaining the gap time Tj, j =1, … … and n-1 of each operation of the self-service business terminal, and obtaining the average gap time Tp by using a formula;
s3: the method comprises the following steps of acquiring a student calendar of a user, and dividing the student calendar into four student calendar grades: the method comprises the steps that four academic grades are assigned Xo, o =1, 2, 3 and 4 in sequence for universities, high schools, junior schools and primary schools, and X1 > X2 > X3 > X4;
s4: after dequantization, calculating the proficiency SL of the user for operating the self-service business terminal by using a formula, wherein the specific formula is as follows:
SL= 
wherein a1, a2 and a3 are all preset fixed proportionality coefficient values;
s5: acquiring proficiency SL of a user operating the self-service business terminal, and comparing the proficiency SL with a preset proficiency threshold value;
s6: when the proficiency SL does not exceed the operation preset proficiency threshold, generating a service switching signal;
s7: the data analysis module sends the service switching signal to the server, and the server loads a generated control instruction into the service switching module and the task assignment module;
the service switching module is used for receiving a control instruction of the server and intelligently switching the service modes of the self-service business terminal, wherein the service modes comprise self-service and manual service; the positioning module is used for positioning the geographic position of the self-service business terminal and sending the geographic position to the task assignment module; the task assignment module is used for assigning workers to provide manual guide service for the self-service business terminal; the manual service module is used for guiding a user to operate the self-service business terminal by the worker; the voice guide module is used for voice guide of a user of the self-service business terminal, and is specifically a voice player on the self-service business terminal;
the specific working process of the task assignment module is as follows:
s1: acquiring workers in an idle state, classifying the workers in the idle state into primary workers, and marking the primary workers as d, wherein d =1, … … and n;
s2: acquiring the total service quantity Fzd and the service success quantity Fcd of the primary selection personnel, and calculating the service success rate Fd of the primary selection personnel; acquiring current service task quantity Frd and service efficiency Fxd of the primary selection personnel;
s3: acquiring all service durations Ftd of the primary selection personnel, and calculating the average service duration Fptd of the primary selection personnel by using a summation and averaging formula;
s4: after dequantization, the service recommendation Ftj of the primary-selected person is calculated by using a formula, wherein the specific formula is as follows:
Ftj=
wherein b1, b2, b3 and b4 are all preset fixed proportional coefficient values;
s5: acquiring first five primary selected persons of the service recommendation value, and classifying the first five primary selected persons into candidate persons h, j =1, 2, 3, 4 and 5;
s6: acquiring a service recommendation value Ftjh, an enrollment duration Rzh and a service goodness evaluation Hph of candidate personnel;
s7: after dequantization, calculating by using a formula to obtain a service value FW, wherein the specific calculation formula is as follows:
FW=
wherein c1, c2, c3 and c4 are all preset fixed proportional coefficient values;
s8: and acquiring the candidate with the largest service value, selecting the candidate as the final staff, and increasing the service volume of the staff once.
2. The system for providing the guide service for the self-service business terminal according to claim 1, further comprising a monitoring shooting module and an intelligent sensing module, wherein the monitoring shooting module is used for monitoring an operation panel of the self-service business terminal in real time and feeding back a real-time shooting picture to the server, the server transmits the real-time shooting picture to a corresponding manual service module, and the manual service module performs voice guide on a user in front of the self-service business terminal according to the real-time shooting picture and through the voice guide module; the timing module is also used for timing the real-time picture shot by the monitoring shooting module and the object sensed by the intelligent sensing module;
the intelligent sensing module is used for sensing a user in front of the self-service business terminal, and the specific working process is as follows:
q1: acquiring a distance J between a hand of a user and the self-service business terminal through a monitoring shooting module;
q2: when the distance J =0, the intelligent sensing module immediately feeds back a signal to the server;
when the distance J is larger than 0, entering the next step;
q3: acquiring complete face information of a user, and recording the time Tc of the complete face information of the user facing the self-service business terminal through a timing module;
q4: setting a first time threshold, and entering the next step when the retention time Tc exceeds the first time threshold;
q5: obtaining the staying time Tt of a user in front of a self-service business terminal;
q6: and setting a second time threshold, and feeding back a signal to the server immediately by the intelligent sensing module when the retention time Tt exceeds the second time threshold.
3. The self-service business terminal guiding service providing system of claim 1, wherein the voice guiding module is further configured to send a voice message of "whether self-service is needed" when the intelligent sensing module senses that a user is present in the self-service business terminal.
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