CN113591443A - Form filling method, device, server, medium and product - Google Patents
Form filling method, device, server, medium and product Download PDFInfo
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Abstract
本申请公开了一种表单填单方法、装置、服务器、介质及产品，该方法中，可以从业务办理类型、业务办理渠道、客户类型、凭证类型四个维度出发，找到与当前待办业务相似度最高的历史已办业务，然后基于历史已办业务的历史业务表单对待办业务的目标业务表单进行填单，从而可以实现快速准确的自动填单，由于表单是自动填写，节省了用户和/或人工坐席填写表单的时间，提高了业务办理的效率。在自动填单后，目标业务表单中有的字段的属性值可能有误，所以将目标业务表单发送至客户端，以供用户审核，将用户修改后的更改业务表单发送至人工坐席所持电子设备，人工坐席再次审核更改业务表单，从而使得表单中的信息无误。
The present application discloses a form filling method, device, server, medium and product. In the method, from the four dimensions of business processing type, business processing channel, customer type, and voucher type, it is possible to find a business similar to the current to-do business. The highest degree of history has been done business, and then based on the historical business form of the historically done business, the target business form of the pending business can be filled in, so that fast and accurate automatic form filling can be realized. Or the time for manual agents to fill in forms, which improves the efficiency of business processing. After the form is automatically filled, the attribute values of some fields in the target business form may be wrong, so the target business form is sent to the client for the user to review, and the modified business form modified by the user is sent to the electronic device held by the human agent , the manual agent reviews and changes the business form again, so that the information in the form is correct.
Description
Technical Field
The present application relates to the field of data processing technologies, and in particular, to a form filling method, apparatus, server, medium, and product.
Background
When a user transacts a business, the user is usually required to fill in a form; after the user fills in the form, the form is handed over to the manual agent when the user transacts the business, and the manual agent fills in corresponding content on the electronic equipment based on the content on the form, so that the business transaction efficiency is low.
Disclosure of Invention
In view of the above, the present application provides a form filling method, apparatus, server, medium and product.
In order to achieve the above purpose, the present application provides the following technical solutions:
according to a first aspect of the embodiments of the present disclosure, there is provided a form filling method, including:
receiving a service handling request sent by a client, wherein the service handling request comprises user identity information, a target service handling type of a service to be handled and a target service handling channel;
acquiring a target client type corresponding to the user identity information;
determining a target certificate type of a service handling certificate to be filled in a target service form corresponding to the target service handling type based on the target service handling channel, wherein the target certificate type is a photo of an object for representing the identity of a user or a scanning piece of the object for representing the identity of the user or a text of the object for representing the identity of the user;
calculating the similarity between the to-be-handled service and the historical already-handled service, wherein the similarity between the to-be-handled service and the historical already-handled service is the sum of the similarity between the target client type corresponding to the to-be-handled service and the client type corresponding to the historical already-handled service, the similarity between the target service handling type corresponding to the to-be-handled service and the service handling type corresponding to the historical already-handled service, the similarity between the target service handling channel corresponding to the to-be-handled service and the service handling channel corresponding to the historical already-handled service, and the similarity between the target voucher type corresponding to the to-be-handled service and the voucher type corresponding to the historical already-handled service;
acquiring a historical service form corresponding to a target historical handled service with the highest similarity to the to-be-handled service, wherein the historical service form comprises a plurality of first fields with filled attribute values;
calculating the similarity between a second field contained in a target business form corresponding to the to-be-handled business and a first field contained in the historical business form;
for any second field contained in a target business form corresponding to the business to be handled, filling the attribute value of a first field with the highest similarity with the second field in the historical business form into the second field in the target business form;
sending the target business form to the client;
receiving a changed service form fed back by the client, wherein the changed service form is a form changed by a user aiming at the target service form;
and sending the change business form to the electronic equipment held by the manual agent.
According to a second aspect of the embodiments of the present disclosure, there is provided a form filling apparatus, including:
the first receiving module is used for receiving a service handling request sent by a client, wherein the service handling request comprises user identity information, a target service handling type of a service to be handled and a target service handling channel;
the first acquisition module is used for acquiring a target client type corresponding to the user identity information;
a first determining module, configured to determine, based on the target service transaction channel, a target credential type of a service transaction credential to be filled in a target service form corresponding to the target service transaction type, where the target credential type is a photo of an object representing a user identity, a scanning piece of the object representing the user identity, or a text of the object representing the user identity;
the first calculation module is used for calculating the similarity between the to-be-handled service and the historical already-handled service, wherein the similarity between the to-be-handled service and the historical already-handled service is the similarity between the target client type corresponding to the to-be-handled service and the client type corresponding to the historical already-handled service, the similarity between the target service handling type corresponding to the to-be-handled service and the service handling type corresponding to the historical already-handled service, the similarity between the target service handling channel corresponding to the to-be-handled service and the service handling channel corresponding to the historical already-handled service, and the sum of the similarity between the target certificate type corresponding to the to-be-handled service and the certificate type corresponding to the historical already-handled service;
a second obtaining module, configured to obtain a historical service form corresponding to a target historical handled service with a highest similarity to the to-be-handled service, where the historical service form includes a plurality of first fields with filled attribute values;
the second calculation module is used for calculating the similarity between a second field contained in a target service form corresponding to the to-be-handled service and a first field contained in the historical service form;
the form filling module is used for filling the attribute value of a first field with the highest similarity with a second field in the historical service form into the second field in the target service form for any second field contained in the target service form corresponding to the to-be-handled service;
the first sending module is used for sending the target business form to the client;
the second receiving module is used for receiving a changed service form fed back by the client, wherein the changed service form is a form changed by a user aiming at the target service form;
and the second sending module is used for sending the changed business form to the electronic equipment held by the manual agent.
According to a third aspect of the embodiments of the present disclosure, there is provided a server, including:
a processor;
a memory for storing the processor-executable instructions;
wherein the processor is configured to execute the instructions to implement the form filling method of the first aspect.
According to a fourth aspect of embodiments of the present disclosure, there is provided a computer-readable storage medium having instructions which, when executed by a processor of a server, enable the server to perform the form filling method according to the first aspect.
According to a fifth aspect of the embodiments of the present disclosure, there is provided a computer program product directly loadable into an internal memory of a computer, wherein the memory is included in the server according to the third aspect and contains software codes, and the computer program can be loaded into and executed by the computer to implement the form filling method according to the first aspect.
According to the technical scheme, the form filling method provided by the embodiment of the application can be used for finding the historical already-handled service with the highest similarity to the current to-be-handled service from four dimensions of the service handling type, the service handling channel, the client type and the certificate type, and then filling the form of the target service form of the to-be-handled service based on the historical service form of the historical already-handled service, so that the quick and accurate automatic form filling can be realized. After automatic form filling, the attribute values of fields in the target business form may be wrong, so the target business form is sent to the client for the user to check, the modified business form modified by the user is sent to the electronic equipment held by the manual seat, and the manual seat checks the modified business form again, so that the information in the form is correct.
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 embodiments of the present application, and for those skilled in the art, other drawings can be obtained according to the provided drawings without creative efforts.
FIG. 1 is a diagram of a hardware architecture according to an embodiment of the present application;
FIG. 2 is a flowchart of a form filling method according to an embodiment of the present application;
FIGS. 3a and 3b are schematic diagrams of forms provided by embodiments of the present application;
FIG. 4 is a block diagram of a form filling apparatus according to an embodiment of the present application;
fig. 5 is a block diagram illustrating an apparatus for a server in accordance with an example embodiment.
Detailed Description
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.
The embodiment of the application provides a form filling method, a form filling device, a form filling server, a form filling medium and a form filling product.
Referring to fig. 1, a diagram of a hardware architecture according to an embodiment of the present application includes an electronic device 11, a server 12, and an electronic device 13.
The electronic device 11 may be any electronic product capable of interacting with a user through one or more ways, such as a keyboard, a touch PAD, a touch screen, a remote controller, a voice interaction device, or a handwriting device, for example, a mobile phone, a notebook computer, a tablet computer, a palm computer, a personal computer, a wearable device, a smart television, a PAD, and the like.
For example, the electronic device 11 may be a device on the user side; illustratively, the electronic device 11 may be a self-service device in a website.
For example, the electronic device 13 may be a human-seat device; illustratively, the electronic device 13 may be a device at a manual counter in a website. Illustratively, the human agent may be a remote human agent or a local human agent.
For example, the electronic device 11 may establish a connection and communicate with the server 12 through a wireless network or a wired network.
If the electronic device 11 is a device at a user end, the user may send a service transaction request (including user identity information and a target service transaction type to which a service (i.e., a service to be handled) that the user needs to transact) to the server 12 by using the electronic device held by the user; if the electronic device 11 is a self-service device in a website, the user may send a service handling request to the server 12 by using the self-service device; if the electronic device 11 is a device used by a counter staff in a website, the user informs the counter staff of the user identity information and the target service transaction type to be transacted, and the counter staff inputs the user identity information and the target service transaction type in the device used by the counter staff, so that the device generates a service transaction request and sends the service transaction request to the server 12.
Illustratively, the electronic device 11 runs a client, and the service transaction request may be sent to the server 12 through the client running in the electronic device 11.
Illustratively, the client may be an application client or a web page version client.
The network point referred to in the embodiments of the present application refers to a network point of a business and service unit, such as a bank, which is systematically distributed.
It should be noted that fig. 1 is only an example, and the type of the electronic device may be various and is not limited to the personal computer in fig. 1.
The server 12 may be, for example, one server, a server cluster composed of a plurality of servers, or a cloud computing server center. The server 12 may include a processor, memory, and a network interface, among others.
After receiving the service transaction request, the server 12 will automatically fill a target service form corresponding to the target service transaction type, and send the filled target service form to the electronic device 11.
For example, a user at the electronic device 11 may modify the attribute values of the fields contained in the target business form to obtain a modified business form.
And the modified business form is a form obtained by modifying the attribute values of the fields contained in the target business form.
Illustratively, the electronic device 11 sends the change business form to the server 12. The server 12 sends the change service form to the electronic device 13.
So that the human agent checks, on the basis of the electronic device 13, whether the attribute values of the fields contained in the change business form are correct.
It will be understood by those skilled in the art that the foregoing electronic devices and servers are merely exemplary and that other existing or future electronic devices or servers may be suitable for use with the present disclosure and are intended to be included within the scope of the present disclosure and are hereby incorporated by reference.
The following describes a form filling method provided by the embodiment of the present application with reference to the above hardware architecture.
As shown in fig. 2, a flowchart of a form filling method according to an embodiment of the present application is provided, where the method includes the following steps S201 to S210.
Step S201: and receiving a service handling request sent by a client, wherein the service handling request comprises user identity information, a target service handling type of a service to be handled and a target service handling channel.
In different application scenes, the business handling types of the businesses which can be handled by the user are different. For example, in a banking application scenario, the business that a user can handle belongs to the business handling types including but not limited to: the operation type of depositing and withdrawing money, the operation type of buying national library volume or fund operation, the operation type of personal loan operation and the operation type of bank card opening operation.
Illustratively, the target business process type may be selected via a user interface presented by the electronic device 11. Illustratively, the target business transaction type may be user voice input.
For example, the user identity information may be at least one of a mobile phone number, a user identification number, a user name, and biometric information of the user.
Illustratively, the biometric information of the user includes: fingerprint, iris, palm print, face.
Illustratively, the target service transaction channel may be a type of a client, if the type of the client is a voice call type, the target service transaction channel is a mobile phone call channel, and if the type of the client is an interface interaction type (i.e., a user needs to transact a service through a user interface displayed by the client), the target service transaction channel is a mobile phone APP channel.
Step S202: and acquiring a target client type corresponding to the user identity information.
The target client type is an individual user type (private) or an enterprise user type (public).
It can be understood that for the same business transaction type, the target business forms for different client types are different.
Step S203: and determining a target certificate type of the service transaction certificate to be filled in a target service form corresponding to the target service transaction type based on the target service transaction channel, wherein the target certificate type is a photo of an object for representing the identity of the user or a scanning piece of the object for representing the identity of the user or a text of the object for representing the identity of the user.
Illustratively, the business transaction certificate can be any one of identity cards, bank cards, credit cards, social security cards and drivers licenses, which represent the identity of the user.
Different business transaction channels, the target voucher types of the business transaction voucher needing to be filled into the target business form are different, for example, if the business transaction channels are mobile phone channels, the target voucher types are texts, and because of telephone communication, a user can input the unique identification (such as an identity card number) of the business transaction voucher by voice, so that the server converts the voice into the texts to obtain the texts; for example, if the business transaction channel is a mobile phone APP channel, the target credential type is a photo; for example, if the business transaction channel is a manual counter, the target voucher type is a scanned piece.
Step S204: calculating the similarity between the to-be-handled service and the historical already-handled service, wherein the similarity between the to-be-handled service and the historical already-handled service is the sum of the similarity between the target client type corresponding to the to-be-handled service and the client type corresponding to the historical already-handled service, the similarity between the target service handling type corresponding to the to-be-handled service and the service handling type corresponding to the historical already-handled service, the similarity between the target service handling channel corresponding to the to-be-handled service and the service handling channel corresponding to the historical already-handled service, and the similarity between the target voucher type corresponding to the to-be-handled service and the voucher type corresponding to the historical already-handled service.
According to the embodiment of the application, the similarity between the business to be handled and the historical handled business is calculated from 4 dimensions, namely the business handling type, the business handling channel, the client type and the certificate type.
For example, the weight of the business transaction type, the weight of the business transaction channel, the weight of the customer type, and the weight of the certificate type may be set in advance. Wherein the weights characterize the effect of the respective dimension on the specific fields contained in the form.
For example, fields contained in forms corresponding to different business transaction types may not be identical; for example, the fields contained in the form may be completely different for different types of services.
The fields contained in the form are described below by way of example.
As shown in fig. 3a and 3b, schematic diagrams of forms provided by the embodiments of the present application are shown.
Fig. 3a is a form corresponding to the type of bank card account opening service, where the form includes fields including: chinese name, English name, sex, date of birth, certificate type, certificate number, communication address, currency, and deposit amount.
Fig. 3b is a table corresponding to the type of personal loan transaction, which contains fields including: name, sex, age, family labor amount, identity card number, marital status, spouse name, spouse identity card number, education level, household location, residential address, residential phone and mobile phone under the basic information of the borrower; the loan application information includes application amount, borrowing purpose type, detailed borrowing purpose, loan term, repayment mode, account name of loan (repayment) and account number.
For example, under the same business transaction type, the fields contained in the forms corresponding to different client types may not be completely the same or may be completely different.
For example, if the customer type is an enterprise customer type, the form may include a "company name" field and a "corporate name" field, and if the customer type is an individual customer type, the form may not include a "corporate name" field.
For example, under the same business transaction type, the fields contained in the forms corresponding to different business transaction channels may not be completely the same or may be completely different.
For example, if the business transaction channel is a cell phone channel, the form may include a "voiceprint" field (to implement voiceprint authentication); if the business transaction channel is a mobile phone APP channel, the form may not include a "voiceprint" field.
For example, under the same business handling type, the types of the business handling certificates filled in the forms corresponding to different certificate types are different, and in the automatic form filling process, in order to better conform to the corresponding business handling channels, the business handling certificates of the corresponding certificate types need to be filled.
For example, if the business transaction channel is a mobile phone channel, the "business transaction voucher" field in the form may need to be filled with the identification number; if the business handling channel is a mobile phone APP channel, a 'business handling certificate' field in the form may need to be filled with a photo of the identity card; if the transaction channel is a manual counter, the "transaction voucher" field in the form may need to be filled with a scanned piece of the identification card.
Illustratively, the weight of the business transaction type 1 > the weight of the client type 2 > the weight of the business transaction channel 3 ≧ the weight of the voucher type 4.
Illustratively, the similarity between the to-be-handled service and the historical already-handled service, namely the similarity between the target service handling type corresponding to the to-be-handled service and the service handling type corresponding to the historical already-handled service, the similarity between the target client type corresponding to the to-be-handled service and the client type corresponding to the historical already-handled service, the similarity between the target service handling channel corresponding to the to-be-handled service and the service handling channel corresponding to the historical already-handled service, the similarity between the target voucher type corresponding to the to-be-handled service and the voucher type corresponding to the historical already-handled service, and the similarity between the target voucher type corresponding to the pending service and the voucher type corresponding to the historical already-handled service, are set to be 1.
The historical handled service mentioned in the embodiment of the present application refers to a service that the user with the user identity information has handled. Since the user has already transacted the service, a historical service form of the historical transacted service is stored.
Step S205: and acquiring a historical service form corresponding to the target historical handled service with the highest similarity to the to-be-handled service, wherein the historical service form comprises a plurality of first fields filled with attribute values.
Step S206: and calculating the similarity between a second field contained in a target service form corresponding to the to-be-handled service and a first field contained in the historical service form.
In the embodiment of the application, the field contained in the historical service form is referred to as a first field, and the field contained in the target service form is referred to as a second field.
Step S207: and for any second field contained in a target business form corresponding to the business to be handled, filling the attribute value of the first field with the highest similarity with the second field in the historical business form into the second field in the target business form.
In an alternative implementation, the implementation of step S207 includes the following steps a11 through a 14.
Step A11: and for the second field which is not filled with the attribute value, determining a first field with the highest similarity to the second field in the historical service form, and filling the attribute value of the first field into the second field.
Step A11 is the first time step is performed, and therefore, all of the second fields in the historical service form are not marked.
Step A12: the first field determined in step a11 is marked.
Step A13: for the second field of the unfilled attribute value, determining the first field which has the highest similarity with the second field in the historical service form and is not marked, filling the attribute value of the first field into the second field, and marking the first field determined in the step A13.
Step A14: and returning to the step A13 until the first fields in the historical service forms are all marked or the attribute values of the second fields in the target service forms are all filled.
In an alternative implementation, the implementation of step S207 includes the following steps B11 through B12.
Step B11: and for the second field which is not filled with the attribute value, determining a first field with the highest similarity to the second field in the historical service form, and filling the attribute value of the first field into the second field.
Step B12: returning to step B11 until the attribute values of the second field in the target business form are all filled.
Step S208: and sending the target service form to the client.
The user can check the target business form through the client, and if the attribute value of a certain field in the target business form is wrong, the user can modify the field, so that the modified business form is obtained.
Step S209: and receiving a changed service form fed back by the client, wherein the changed service form is a form changed by the user aiming at the target service form.
In an optional implementation manner, whether the attribute value of the field in the modified service form meets a preset condition may also be checked, if the attribute value meets the preset condition, step S210 is executed, and otherwise, the modified service form is fed back to the client. And the user is enabled to modify the change service form.
For example, if the transaction handled by the user is loan transaction, the bank flow in the change transaction form needs to satisfy a preset condition (for example, the bank flow must not be less than 6 months), or the work resources in the change transaction form need to be higher than a preset value.
For example, the preset conditions corresponding to different types of services may be different.
Step S210: and sending the change business form to the electronic equipment held by the manual agent.
For example, the human agent may be a remote human agent or a local human agent (i.e., a user is at a website, a human agent is a counter agent)
In the form filling method provided by the embodiment of the application, the historical already-handled service with the highest similarity to the current to-be-handled service can be found from four dimensions of the service handling type, the service handling channel, the client type and the certificate type, and then the target service form of the to-be-handled service is filled based on the historical service form of the historical already-handled service, so that the quick and accurate automatic form filling can be realized. After automatic form filling, the attribute values of fields in the target business form may be wrong, so the target business form is sent to the client for the user to check, the modified business form modified by the user is sent to the electronic equipment held by the manual seat, and the manual seat checks the modified business form again, so that the information in the form is correct.
In an alternative implementation, the following step C11 to step C13 may also be included.
Step C11: and determining a target field, wherein the target field is the same field in the changed business form and the target business form and has different attribute values.
Illustratively, the attribute values of the second fields in the target business form are all correct, and the user does not change the target business form, so the target fields cannot be obtained.
Illustratively, the user has changed the attribute values of one or more second fields in the target business form, so there may be one or more target fields.
Step C12: and sending the attribute value in the modified service form corresponding to the target field and the attribute value in the target service form corresponding to the target field to the electronic device 13.
Step C13: and sending the historical service forms of the historical handled services with the preset number and higher similarity to the to-be-handled services to the electronic equipment 13.
Illustratively, the predetermined number may be any positive number 1, 2, 3, ….
When the manual agent checks whether the attribute values of the fields in the modified service form are correct, the manual agent may refer to the attribute values in the modified service form corresponding to the target field in step C12, the attribute values in the target service form corresponding to the target field, and the historical service forms of the previously preset number of historical handled services in step C13. Therefore, the accuracy of the manual agent in auditing and changing the attribute values of the fields in the business form is improved.
In an optional implementation manner, if a manual agent finds that there is a problem in an attribute value of a certain field in a modified business form during an audit process of modifying the business form, a corresponding field in the modified business form may be marked, for example, a preset identifier is marked. In the embodiment of the present application, the modified service form with the preset identifier is referred to as a problem service form. The embodiment of the application also comprises the following steps D11 to D12.
Step D11: and receiving a problem service form fed back by the electronic equipment, wherein the problem service form marks a preset identifier on a second field needing to modify the attribute value in the modified service form.
The preset mark can be any mark such as a dot, a question mark, a pattern and the like.
Step D12: and sending the problem service form to a client.
In an alternative implementation, the human agent may set a target dialog for the business form of the problem via the electronic device 13. The embodiment of the present application further includes the following steps F11 to F12.
Step F11: and receiving a target dialog fed back by the electronic equipment, wherein the target dialog is used for indicating a user to change the attribute value of a second field marked with the preset identification in the problem business form.
Illustratively, the electronic device 13 is provided with a triggering intelligent outbound module, and the remote teller terminal marks problematic fields in the modified business form and feeds back the marked problematic business form to the server; the electronic device 13 may further obtain a target dialect corresponding to the marked field based on a preset corresponding relationship between the field and the dialect, so as to call the user through the server, and play the target dialect after the user answers.
Step F12: and sending the target language operation to the client.
In an optional implementation manner, after receiving the problem service form, the client may determine which field has a problem based on the preset identifier, and then perform corresponding modification, and when submitting the modified problem service form, the client needs to upload identity credential information, thereby preventing the service from being hosted or being impersonated.
The method is described in detail in the embodiments disclosed in the present application, and the method of the present application can be implemented by various types of apparatuses, so that an apparatus is also disclosed in the present application, and the following detailed description is given of specific embodiments.
As shown in fig. 4, a block diagram of a form filling apparatus provided in an embodiment of the present application includes: a first receiving module 401, a first obtaining module 402, a first determining module 403, a first calculating module 404, a second obtaining module 405, a second calculating module 406, a filling module 407, a first sending module 408, a second receiving module 409, and a second sending module 410, wherein:
the first receiving module 401 is configured to receive a service handling request sent by a client, where the service handling request includes user identity information, a target service handling type of a service to be handled, and a target service handling channel;
a first obtaining module 402, configured to obtain a target client type corresponding to the user identity information;
a first determining module 403, configured to determine, based on the target service transaction channel, a target credential type of a service transaction credential to be filled in a target service form corresponding to the target service transaction type, where the target credential type is a photo of an object representing a user identity, a scanning piece of the object representing the user identity, or a text of the object representing the user identity;
a first calculating module 404, configured to calculate a similarity between the to-be-handled service and a historical already-handled service, where the similarity between the to-be-handled service and the historical already-handled service is a similarity between the target client type corresponding to the to-be-handled service and the client type corresponding to the historical already-handled service, a similarity between the target service transaction type corresponding to the to-be-handled service and the service transaction type corresponding to the historical already-handled service, a similarity between the target service transaction channel corresponding to the to-be-handled service and the service transaction channel corresponding to the historical already-handled service, and a sum of the similarities between the target credential type corresponding to the to-be-handled service and the credential type corresponding to the historical already-handled service;
a second obtaining module 405, configured to obtain a historical service form corresponding to a target historical handled service with a highest similarity to the to-be-handled service, where the historical service form includes a plurality of first fields with filled attribute values;
a second calculating module 406, configured to calculate similarity between a second field included in the target service form corresponding to the to-be-handled service and a first field included in the historical service form;
a form filling module 407, configured to fill, for any second field included in a target service form corresponding to the service to be handled, an attribute value of a first field with the highest similarity to the second field in the historical service form into the second field in the target service form;
a first sending module 408, configured to send the target service form to the client;
a second receiving module 409, configured to receive a modified service form fed back by the client, where the modified service form is a form modified by the user for the target service form;
a second sending module 410, configured to send the modified business form to an electronic device held by a human agent.
In an optional implementation manner, the method further includes:
the second determining module is used for determining a target field, wherein the target field is a field in the changed service form and a field in the target service form, which have the same field and different attribute values;
a third sending module, configured to send the attribute value in the modified service form corresponding to the target field and the attribute value in the target service form corresponding to the target field to the electronic device;
and the fourth sending module is used for sending the historical service forms of the historical already-handled services with the preset number and higher similarity to the to-be-handled services to the electronic equipment.
In an optional implementation manner, the method further includes: a third receiving module, configured to receive a problem service form fed back by the electronic device, where the problem service form marks, with a preset identifier, a second field, which needs to modify an attribute value, in the modified service form;
and the fifth sending module is used for sending the problem service form to the client.
In an optional implementation manner, the method further includes:
a fourth receiving module, configured to receive a target dialog fed back by the electronic device, where the target dialog is used to instruct a user to change an attribute value of a second field labeled with the preset identifier in the problem service form;
a sixth sending module, configured to send the target session to the client.
The specific working principle of the message processing apparatus provided in any embodiment of the present application may refer to corresponding steps in the message processing method provided in the embodiment of the present application, and details are not described here.
Fig. 5 is a block diagram illustrating an apparatus for a server in accordance with an example embodiment. Illustratively, the server may be the server 12.
Servers include, but are not limited to: a processor 51, a memory 52, a network interface 53, an I/O controller 54, and a communication bus 55.
It should be noted that the structure of the server shown in fig. 5 is not limited to the server, and the server may include more or less components than those shown in fig. 5, or some components may be combined, or a different arrangement of components may be used, as will be understood by those skilled in the art.
The following describes each component of the server in detail with reference to fig. 5:
the processor 51 is a control center of the server, connects various parts of the entire server using various interfaces and lines, and performs various functions of the server and processes data by running or executing software programs and/or modules stored in the memory 52 and calling data stored in the memory 52, thereby performing overall monitoring of the server. Processor 51 may include one or more processing units; illustratively, the processor 51 may integrate an application processor, which primarily handles operating systems, user interfaces, applications, etc., and a modem processor, which primarily handles wireless communications. It will be appreciated that the modem processor described above may not be integrated into the processor 51.
The processor 51 may be a Central Processing Unit (CPU), or an application Specific Integrated circuit (asic), or one or more Integrated circuits configured to implement embodiments of the present invention, etc.;
the Memory 52 may include a Memory, such as a Random-Access Memory (RAM) 521 and a Read-Only Memory (ROM) 522, and may also include a mass storage device 523, such as at least 1 disk storage. Of course, the electronic device may also include hardware required for other services.
The memory 52 is used for storing the executable instructions of the processor 51. The processor 51 has the following functions: receiving a service handling request sent by a client, wherein the service handling request comprises user identity information, a target service handling type of a service to be handled and a target service handling channel;
acquiring a target client type corresponding to the user identity information;
determining a target certificate type of a service handling certificate to be filled in a target service form corresponding to the target service handling type based on the target service handling channel, wherein the target certificate type is a photo of an object for representing the identity of a user or a scanning piece of the object for representing the identity of the user or a text of the object for representing the identity of the user;
calculating the similarity between the to-be-handled service and the historical already-handled service, wherein the similarity between the to-be-handled service and the historical already-handled service is the sum of the similarity between the target client type corresponding to the to-be-handled service and the client type corresponding to the historical already-handled service, the similarity between the target service handling type corresponding to the to-be-handled service and the service handling type corresponding to the historical already-handled service, the similarity between the target service handling channel corresponding to the to-be-handled service and the service handling channel corresponding to the historical already-handled service, and the similarity between the target voucher type corresponding to the to-be-handled service and the voucher type corresponding to the historical already-handled service;
acquiring a historical service form corresponding to a target historical handled service with the highest similarity to the to-be-handled service, wherein the historical service form comprises a plurality of first fields with filled attribute values;
calculating the similarity between a second field contained in a target business form corresponding to the to-be-handled business and a first field contained in the historical business form;
for any second field contained in a target business form corresponding to the business to be handled, filling the attribute value of a first field with the highest similarity with the second field in the historical business form into the second field in the target business form;
sending the target business form to the client;
receiving a changed service form fed back by the client, wherein the changed service form is a form changed by a user aiming at the target service form;
and sending the change business form to the electronic equipment held by the manual agent.
A wired or wireless network interface 53 is configured to connect the electronic device to a network.
The processor 51, the memory 52, the network interface 53, and the I/O controller 54 may be connected to each other by a communication bus 55, which may be an ISA (Industry Standard Architecture) bus, a PCI (peripheral component Interconnect) bus, an EISA (Extended Industry Standard Architecture) bus, or the like. The bus may be divided into an address bus, a data bus, a control bus, etc.
In an exemplary embodiment, the server may be implemented by one or more Application Specific Integrated Circuits (ASICs), Digital Signal Processors (DSPs), Digital Signal Processing Devices (DSPDs), Programmable Logic Devices (PLDs), Field Programmable Gate Arrays (FPGAs), controllers, micro-controllers, microprocessors or other electronic components for performing the above-described form autofill method.
In an exemplary embodiment, the disclosed embodiment provides a storage medium comprising instructions, such as a memory 52 comprising instructions, which are executable by a processor 51 of a server to perform the above-mentioned document comparison method. Alternatively, the storage medium may be a non-transitory computer readable storage medium, which may be, for example, a ROM, a Random Access Memory (RAM), a CD-ROM, a magnetic tape, a floppy disk, an optical data storage device, and the like.
In an exemplary embodiment, a computer readable storage medium is provided, which can be directly loaded into the internal memory of a computer, such as the memory 52, and contains software codes, and the computer program can be loaded into and executed by the computer to implement the above automatic form filling method.
In an exemplary embodiment, a computer program product is also provided, which is directly loadable into an internal memory of a computer, such as a memory included in the server, and contains software codes, and which, when loaded and executed by the computer, is capable of implementing the above-mentioned automatic form-filling method.
Note that the features described in the embodiments in the present specification may be replaced with or combined with each other. For the device or system type embodiment, since it is basically similar to the method embodiment, the description is simple, and for the relevant points, refer to the partial description of the method embodiment.
It is further noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, 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, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in a process, method, article, or apparatus that comprises the element.
The steps of a method or algorithm described in connection with the embodiments disclosed herein may be embodied directly in hardware, in a software module executed by a processor, or in a combination of the two. A software module may reside in Random Access Memory (RAM), memory, Read Only Memory (ROM), electrically programmable ROM, electrically erasable programmable ROM, registers, hard disk, a removable disk, a CD-ROM, or any other form of storage medium known in the art.
The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present application. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the application. Thus, the present application is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.
Claims (10)
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202110885889.6A CN113591443B (en) | 2021-08-03 | Form filling method, device, server, medium and product |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202110885889.6A CN113591443B (en) | 2021-08-03 | Form filling method, device, server, medium and product |
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| CN113591443A true CN113591443A (en) | 2021-11-02 |
| CN113591443B CN113591443B (en) | 2025-02-18 |
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