CN112365343A - Banking service system and method based on mobile robot - Google Patents
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Abstract
The invention provides a banking service system and method based on a mobile robot, wherein the system comprises: the mobile robot is used for shooting and obtaining a face photo of the customer after the customer enters the bank; sending the face photo of the client to a client identity recognition system to obtain client identity information, and adding the client to an on-site personnel database; when the system is in an idle state, acquiring the requirement information of the clients from a client relationship management system according to the identity information of the clients in the on-site personnel database, and sequencing the service requirements of all the clients in the on-site personnel database based on the requirement information; sequencing according to service requirements to perform active service on the clients; the client identity recognition system is used for determining the identity of the client according to the face photo of the client; and the customer relationship management system is used for determining the requirement information of the customer according to the identity information of the customer. The invention can adopt the mobile robot to provide the active service of the banking business, and has good effect.
Description
Technical Field
The invention relates to the technical field of internet, in particular to a banking service system and a banking service method based on a mobile robot.
Background
With the development of artificial intelligence technology, the application of intelligent robots in various industries is wider, and service-type intelligent robots are introduced into the outlets of various banks in a dispute to improve the customer experience.
When the existing mobile robot is used for service, the targeted service cannot be carried out on a client, for example, the automatic cruise video propaganda is realized by broadcasting in real time according to propaganda videos provided by branch businesses of various banks, so that the accessibility of advertisement propaganda is increased. The current mode adopted at the network point is to fix the video and play the video in a circulating way, so that the pertinence and the effectiveness of video playing cannot be achieved. The advertisements played in this way are often ignored by the client, and no longer attract the attention of the client, resulting in an ineffective advertisement situation.
Disclosure of Invention
The embodiment of the invention provides a banking service system based on a mobile robot, which is used for providing active banking service by adopting the mobile robot and has good effect, and the system comprises:
the mobile robot is used for shooting and obtaining a face photo of the customer after the customer enters the bank; sending the face photo of the client to a client identity recognition system to obtain client identity information, and adding the client to an on-site personnel database; when the system is in an idle state, acquiring the requirement information of the clients from a client relationship management system according to the identity information of the clients in the on-site personnel database, and sequencing the service requirements of all the clients in the on-site personnel database based on the requirement information; sequencing according to service requirements to perform active service on the clients;
the client identity recognition system is used for determining the identity of the client according to the face photo of the client;
and the customer relationship management system is used for determining the requirement information of the customer according to the identity information of the customer.
The embodiment of the invention provides a banking service method based on a mobile robot, which is used for providing active banking service by adopting the mobile robot and has good effect, and comprises the following steps:
after a customer enters a bank, shooting to obtain a face photo of the customer;
sending the face photo of the client to a client identity recognition system to obtain client identity information, and adding the client to an on-site personnel database;
when the system is in an idle state, acquiring the requirement information of the clients from a client relationship management system according to the identity information of the clients in the on-site personnel database, and sequencing the service requirements of all the clients in the on-site personnel database based on the requirement information;
and sequencing according to the service requirements to actively service the clients.
The embodiment of the invention also provides computer equipment which comprises a memory, a processor and a computer program which is stored on the memory and can run on the processor, wherein the mobile robot-based banking service method is realized when the processor executes the computer program.
An embodiment of the present invention further provides a computer-readable storage medium, where a computer program for executing the banking service method based on the mobile robot is stored in the computer-readable storage medium.
In the embodiment of the invention, the mobile robot is used for shooting and obtaining the face picture of the customer after the customer enters the bank; sending the face photo of the client to a client identity recognition system to obtain client identity information, and adding the client to an on-site personnel database; when the system is in an idle state, acquiring the requirement information of the clients from a client relationship management system according to the identity information of the clients in the on-site personnel database, and sequencing the service requirements of all the clients in the on-site personnel database based on the requirement information; sequencing according to service requirements to perform active service on the clients; the client identity recognition system is used for determining the identity of the client according to the face photo of the client; and the customer relationship management system is used for determining the requirement information of the customer according to the identity information of the customer. Therefore, the mobile robot can provide active service for the client aiming at the client identity information and the demand information, so that the client experience is greatly improved, and the effect is good.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts. In the drawings:
FIG. 1 is a schematic diagram of a banking service system based on a mobile robot according to an embodiment of the present invention;
FIG. 2 is another schematic diagram of a mobile robot-based banking service system in an embodiment of the present invention;
FIG. 3 is a flow chart of a banking service method based on a mobile robot according to an embodiment of the present invention;
FIG. 4 is another flow chart of a banking service method based on a mobile robot according to an embodiment of the present invention;
FIG. 5 is a diagram of a computer device in an embodiment of the invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention more apparent, the embodiments of the present invention are further described in detail below with reference to the accompanying drawings. The exemplary embodiments and descriptions of the present invention are provided to explain the present invention, but not to limit the present invention.
In the description of the present specification, the terms "comprising," "including," "having," "containing," and the like are used in an open-ended fashion, i.e., to mean including, but not limited to. Reference to the description of the terms "one embodiment," "a particular embodiment," "some embodiments," "for example," etc., means that a particular feature, structure, or characteristic described in connection with the embodiment or example is included in at least one embodiment or example of the application. In this specification, the schematic representations of the terms used above do not necessarily refer to the same embodiment or example. Furthermore, the particular features, structures, or characteristics described may be combined in any suitable manner in any one or more embodiments or examples. The sequence of steps involved in the embodiments is for illustrative purposes to illustrate the implementation of the present application, and the sequence of steps is not limited and can be adjusted as needed.
Fig. 1 is a schematic diagram of a banking service system based on a mobile robot according to an embodiment of the present invention, as shown in fig. 1, the system includes:
the mobile robot 101 is used for shooting and obtaining a face picture of a customer after the customer enters a bank; sending the face photo of the client to a client identity recognition system to obtain client identity information, and adding the client to an on-site personnel database; when the system is in an idle state, acquiring the requirement information of the clients from a client relationship management system according to the identity information of the clients in the on-site personnel database, and sequencing the service requirements of all the clients in the on-site personnel database based on the requirement information; sequencing according to service requirements to perform active service on the clients;
the client identity recognition system 102 is used for determining the identity of the client according to the face photo of the client;
and the customer relationship management system 103 is used for determining the requirement information of the customer according to the identity information of the customer.
In the embodiment of the invention, the mobile robot can provide active service for the client according to the identity information and the demand information of the client, thereby greatly improving the client experience and achieving good effect.
When the mobile robot is specifically implemented, the mobile robot is human-shaped robot hardware equipment capable of performing natural voice interaction, and directly performs interaction with a customer to provide service. The customer relationship management system is responsible for managing basic information such as customer basic information and customer relationship. Meanwhile, the system marks notes of the customers aiming at different customers, and determines different requirements of different customers, thereby providing customer preference support of different systems.
In specific implementation, the mobile robot is used for shooting and obtaining a face picture of a customer after the customer enters a bank, wherein the mobile robot can determine the face picture through a front-end camera (comprising three cameras, a head camera, a chest camera and an eye camera) or an indoor camera arranged at a website.
In the embodiment of the invention, the identity information of the client comprises a bank client, a non-bank client and a risk client;
the mobile robot is further configured to: and when the identity information of the client is a risk client, the client is far away.
In the embodiment, a machine learning algorithm module can be integrated in the client identity recognition system, the client is judged to be a risk client through historical data of a large number of clients, the risk client can be a client meeting certain conditions such as a client with poor credit, and after the client is recognized, a self-protection mechanism is started through internal parameter setting, and an automatic risk client-far model is called to be far away from the client.
After determining that the client identity information is a bank client or a non-bank client, the mobile robot can adopt different greeting modes including different actions and terms. Then, the mobile robot adds the client to the database of the persons in the field; when the mobile robot is in an idle state, the client requirement information is obtained from the client relationship management system according to the client identity information in the on-site personnel database, the specific operation is that the client identity information is sent to a known client relationship management system, the client relationship management system inquires basic information, client portrait data, service data and the like of the client to obtain the client requirement information, such as financial requirements of the client and the like, and then the requirement information is fed back to the mobile robot, and in order to avoid the data security risk, the client identity information and the client requirement information are encrypted to realize the confidentiality of data processing and transmission.
The mobile robot sorts the service requirements of all the clients in the staff database based on the requirement information, and in specific implementation, a sorting algorithm can be adopted to sort the service requirements of all the clients in the staff database, wherein the sorting algorithm comprises determining a final score according to the attribute information of the client and the weight corresponding to the attribute information (the weight can be freely set by website staff). The mobile robot determines whether active communication with the client is needed or not through an internal scheduling mechanism, and if yes, the client with the top priority is served.
When the mobile robot actively serves the customer, the mobile robot simulates the service mode of a hall manager, adopts an anthropomorphic service mode and realizes active service.
In an embodiment, the mobile robot is specifically configured to: and calling an intelligent outbound system, and actively serving the client by exchanging and sequencing according to the service requirements.
In the above embodiment, the mobile robot actively makes a call and a many-to-many communication with the client. In the communication process, the service to be transacted of the client is obtained.
In one embodiment, the active service includes advertisement presentation;
the mobile robot is specifically configured to: obtaining the business to be transacted of the client through communication; obtaining advertisement information pushed to a client according to the client identity information and the demand information; and displaying and introducing the advertisement information in voice.
In the above embodiment, for example, the to-be-handled service of the client is handling deposit, the mobile robot obtains the advertisement information pushed to the client as a deposit product according to the client identity information and the demand information, which simulates a hall manager to actively introduce the deposit product with the client, displays the detailed introduction of the deposit product, product parameters and the like on a screen and introduces the deposit product by voice, and meanwhile, the robot assists certain behavior actions such as handshaking and the like according to the content of the introduction. The mobile robot-based banking service system shown in fig. 2 further includes an advertisement management system 104. The advertising management system 104 is responsible for brand resource management such as full-line advertising in the brand resource library, and the mobile robot obtains the advertising information pushed to the client from the advertising management system 104.
In an embodiment, the mobile robot is further configured to: and after the client selects the advertisement information, transacting the business corresponding to the advertisement information selected by the client for the client or guiding the client to go to the counter.
In one embodiment, the active services include business transactions;
the mobile robot is specifically configured to: obtaining the business to be transacted of the client through communication; judging whether the right is available to process the business to be managed; and if so, processing the service to be transacted for the client, and if not, guiding the client to go to the counter.
In the above embodiment, if the client selects the advertisement information, for example, selects to purchase a product in the advertisement information, through voice or touch on the screen of the mobile robot, the mobile robot determines whether the client is authorized to handle the advertisement information, if so, the client is directly handled for purchase, and if not, the client is guided to go to the counter for handling. In addition, if the mobile robot obtains the service to be handled by the client through communication, under the condition of not displaying the advertisement, whether the service to be handled is authorized to be processed or not can be directly judged, for example, the short message notification service is cancelled and can be processed by the mobile robot, for example, the cash service is carried out, and the mobile robot has no authority to handle; and if so, processing the service to be transacted for the client, and if not, guiding the client to go to the counter. The mobile robot actively takes the customer to go to the counter and can play easy and pleasant music in the process of taking the customer counter. For example, if a customer needs to activate a mobile phone bank, the video of the mobile phone bank is played, and according to the character action of the video, the robot simulates the video content, such as dancing and the like, the advantages of the mobile phone bank are displayed.
In an embodiment, the proactive service includes a service rating;
the mobile robot is specifically configured to: collecting service evaluation of a client on advertisement display and/or business handling; adjusting advertisement presentation and/or business transaction manners based on the service rating.
In the above embodiment, the service evaluation may be given by guiding the customer through voice or touch screen.
In summary, in the system provided in the embodiment of the present invention, the mobile robot is configured to take a picture of a face of a customer after the customer enters a bank; sending the face photo of the client to a client identity recognition system to obtain client identity information, and adding the client to an on-site personnel database; when the system is in an idle state, acquiring the requirement information of the clients from a client relationship management system according to the identity information of the clients in the on-site personnel database, and sequencing the service requirements of all the clients in the on-site personnel database based on the requirement information; sequencing according to service requirements to perform active service on the clients; the client identity recognition system is used for determining the identity of the client according to the face photo of the client; and the customer relationship management system is used for determining the requirement information of the customer according to the identity information of the customer. Therefore, the mobile robot can provide active service for the client aiming at the client identity information and the demand information, so that the client experience is greatly improved, and the effect is good.
The embodiment of the invention also provides a banking service method based on the mobile robot, the principle of which is similar to that of a banking service system based on the mobile robot, and the details are not repeated here.
Fig. 3 is a flowchart of a banking service method based on a mobile robot according to an embodiment of the present invention, and as shown in fig. 3, the method includes:
and step 304, performing active service on the clients according to the service requirement sequence.
In one embodiment, the identity information of the customers includes bank customers, non-bank customers and risk customers;
as shown in fig. 4, the method further includes the step 305: and when the identity information of the client is a risk client, the client is far away.
In one embodiment, the ordering of the active services to the customer according to the service requirements includes:
and calling an intelligent outbound system, and actively serving the client by exchanging and sequencing according to the service requirements.
In one embodiment, the active service includes advertisement presentation;
and actively servicing the clients according to the service requirement sequence, comprising: obtaining the business to be transacted of the client through communication; obtaining advertisement information pushed to a client according to the client identity information and the demand information; and displaying and introducing the advertisement information in voice.
In one embodiment, after presenting and presenting the advertisement information by voice, the method further comprises: and after the client selects the advertisement information, transacting the business corresponding to the advertisement information selected by the client for the client or guiding the client to go to the counter.
In one embodiment, the active services include business transactions;
actively servicing customers by communicating in an order according to service requirements, comprising: obtaining the business to be transacted of the client through communication; judging whether the right is available to process the business to be managed; and if so, processing the service to be transacted for the client, and if not, guiding the client to go to the counter.
In an embodiment, the proactive service includes a service rating;
actively servicing customers by communicating in an order according to service requirements, comprising: collecting service evaluation of a client on advertisement display and/or business handling; adjusting advertisement presentation and/or business transaction manners based on the service rating.
In summary, in the method provided in the embodiment of the present invention, after the customer enters the bank, a face picture of the customer is taken; sending the face photo of the client to a client identity recognition system to obtain client identity information, and adding the client to an on-site personnel database; when the system is in an idle state, acquiring the requirement information of the clients from a client relationship management system according to the identity information of the clients in the on-site personnel database, and sequencing the service requirements of all the clients in the on-site personnel database based on the requirement information; and sequencing according to the service requirements to actively service the clients. Therefore, the mobile robot can provide active service for the client aiming at the client identity information and the demand information, so that the client experience is greatly improved, and the effect is good.
An embodiment of the present application further provides a computer device, and fig. 5 is a schematic diagram of the computer device in the embodiment of the present invention, where the computer device is capable of implementing all steps in the banking service method based on a mobile robot in the embodiment, and the electronic device specifically includes the following contents:
a processor (processor)501, a memory (memory)502, a communication Interface (Communications Interface)503, and a bus 504;
the processor 501, the memory 502 and the communication interface 503 complete mutual communication through the bus 504; the communication interface 503 is used for implementing information transmission among related devices such as server-side devices, detection devices, client-side devices, and the like;
the processor 501 is used to call the computer program in the memory 502, and when the processor executes the computer program, the processor implements all the steps of the mobile robot-based banking service method in the above-described embodiment.
An embodiment of the present application further provides a computer-readable storage medium, which can implement all the steps of the mobile robot-based banking service method in the above-mentioned embodiment, and the computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the computer program implements all the steps of the mobile robot-based banking service method in the above-mentioned embodiment.
As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, system, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
The above-mentioned embodiments are intended to illustrate the objects, technical solutions and advantages of the present invention in further detail, and it should be understood that the above-mentioned embodiments are only exemplary embodiments of the present invention, and are not intended to limit the scope of the present invention, and any modifications, equivalent substitutions, improvements and the like made within the spirit and principle of the present invention should be included in the scope of the present invention.
Claims (10)
1. A banking service system based on a mobile robot, comprising:
the mobile robot is used for shooting and obtaining a face photo of the customer after the customer enters the bank; sending the face photo of the client to a client identity recognition system to obtain identity information of the client, and adding the client to an on-site personnel database; when the system is in an idle state, acquiring the requirement information of the clients from a client relationship management system according to the identity information of the clients in the on-site personnel database, and sequencing the service requirements of all the clients in the on-site personnel database based on the requirement information; sequencing according to service requirements to perform active service on the clients;
the client identity recognition system is used for determining the identity of the client according to the face photo of the client;
and the customer relationship management system is used for determining the requirement information of the customer according to the identity information of the customer.
2. A mobile robot-based banking service system as claimed in claim 1 wherein said customer's identity information includes bank customers, non-bank customers and risk customers;
the mobile robot is further configured to: and when the identity information of the client is a risk client, the client is far away.
3. A mobile robot-based banking service system according to claim 1 wherein said mobile robot is specifically configured to: and calling an intelligent outbound system, and actively serving the client by exchanging and sequencing according to the service requirements.
4. The mobile robot-based banking service system of claim 1 wherein the active service includes advertisement presentation;
the mobile robot is specifically configured to: obtaining the business to be transacted of the client through communication; obtaining advertisement information pushed to a client according to the client identity information and the demand information; and displaying and introducing the advertisement information in voice.
5. A mobile robot-based banking service system according to claim 4 wherein said mobile robot is further adapted to: and after the client selects the advertisement information, transacting the business corresponding to the advertisement information selected by the client for the client or guiding the client to go to the counter.
6. A mobile robot-based banking service system according to claim 1 or 4 wherein said active services include business transactions;
the mobile robot is specifically configured to: obtaining the business to be transacted of the client through communication; judging whether the right is available to process the business to be managed; and if so, processing the service to be transacted for the client, and if not, guiding the client to go to the counter.
7. The mobile robot-based banking service system of claim 1 wherein the proactive services include service evaluations;
the mobile robot is specifically configured to: collecting service evaluation of a client on advertisement display and/or business handling; adjusting advertisement presentation and/or business transaction manners based on the service rating.
8. A banking service method based on a mobile robot is characterized by comprising the following steps:
after a customer enters a bank, shooting to obtain a face photo of the customer;
sending the face photo of the client to a client identity recognition system to obtain client identity information, and adding the client to an on-site personnel database;
when the system is in an idle state, acquiring the requirement information of the clients from a client relationship management system according to the identity information of the clients in the on-site personnel database, and sequencing the service requirements of all the clients in the on-site personnel database based on the requirement information;
and sequencing according to the service requirements to actively service the clients.
9. A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor implements the method of claim 8 when executing the computer program.
10. A computer-readable storage medium storing a computer program for executing the method of claim 8.
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