CN113673874A - Service processing method and device - Google Patents
Service processing method and device Download PDFInfo
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- CN113673874A CN113673874A CN202110968030.1A CN202110968030A CN113673874A CN 113673874 A CN113673874 A CN 113673874A CN 202110968030 A CN202110968030 A CN 202110968030A CN 113673874 A CN113673874 A CN 113673874A
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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
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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
- G06Q10/06315—Needs-based resource requirements planning or analysis
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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
- G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
- G06Q40/02—Banking, e.g. interest calculation or account maintenance
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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
- G07F19/20—Automatic teller machines [ATMs]
Abstract
The invention provides a business processing method and a business processing device, which are used for determining a target business processing mode corresponding to a client from common self-service deposit and withdrawal machines, voice self-service deposit and withdrawal machines and manual counter processing according to client information and business to be processed under the condition of receiving a business processing request initiated by the client, realizing the recommendation of the most appropriate business processing mode for the client according to client characteristics and business characteristics, improving the business processing efficiency, reducing the business pressure of manual counters of bank outlets and effectively improving the client experience.
Description
Technical Field
The present invention relates to the field of computer technologies, and in particular, to a method and an apparatus for processing a service.
Background
The self-service deposit and withdrawal machine is electronic equipment for self-service of customers, has the functions of depositing, withdrawing money, transferring accounts of cards, inquiring balance, modifying passwords and the like, and effectively relieves the service pressure of manual counters of bank outlets.
However, for the old user and the customer with a low cultural degree, the business is still handled by operating the self-service deposit and withdrawal machine with certain difficulty, if the business is handled by using the self-service deposit and withdrawal machine for a long time, even the business cannot be handled after the long time, the self-service deposit and withdrawal machine is occupied for a long time and is low in efficiency, the business processing efficiency is low, and the customer experience is poor.
Disclosure of Invention
In view of the above, the present invention provides a service processing method and apparatus, which recommend an optimal service handling manner for a customer according to customer characteristics and service characteristics, thereby improving service processing efficiency, reducing service pressure on manual counters at banking outlets, and effectively improving customer experience.
In order to achieve the above purpose, the invention provides the following specific technical scheme:
a service processing method comprises the following steps:
under the condition of receiving a service handling request initiated by a client, acquiring client information and a service to be handled;
determining a target service handling mode corresponding to the client according to the client information and the service to be handled, wherein the target service handling mode is one of common self-service deposit and withdrawal machine handling, voice self-service deposit and withdrawal machine handling and manual counter handling;
and prompting the client to handle the business by adopting the target business handling mode.
Optionally, determining a target service handling manner corresponding to the client according to the client information and the service to be handled, including:
judging whether the service to be transacted is in the service range of a self-service deposit and withdrawal machine, wherein the self-service deposit and withdrawal machine comprises a common self-service deposit and withdrawal machine and a voice self-service deposit and withdrawal machine;
determining that the target service handling mode is manual counter handling under the condition that the service to be handled is not in the service range of the self-service deposit and withdrawal machine;
under the condition that the service to be transacted is within the service range of the self-service deposit and withdrawal machine, judging whether a client meets the use requirement of the common self-service deposit and withdrawal machine or not according to the client information;
determining that the target service handling mode is the handling of the common self-service deposit and withdrawal machine under the condition that the client meets the use requirement of the common self-service deposit and withdrawal machine;
under the condition that the customer does not meet the use requirements of the common self-service deposit and withdrawal machine, acquiring the speech understanding difficulty of the customer;
determining that the target service handling mode is a voice self-service teller machine handling mode under the condition that the voice understanding difficulty is smaller than a preset value;
and under the condition that the voice understanding difficulty value is not less than a preset value, determining that the target service handling mode is manual counter handling.
Optionally, judging whether the customer meets the use requirements of the ordinary self-service teller machine according to the customer information includes:
acquiring the age, the academic calendar and the average business handling time of the user by using the common self-service deposit and withdrawal machine according to the client information;
and judging whether the age, the school calendar and the average service processing time of using the common self-service deposit and withdrawal machine of the client meet the use requirements of the common self-service deposit and withdrawal machine.
Optionally, the obtaining of the speech understanding difficulty of the client includes:
acquiring voice information of a client;
and inputting the voice information into a pre-constructed voice recognition degree model for recognition to obtain the voice understanding difficulty.
Optionally, after prompting the customer to perform a manual counter transaction, the method further includes:
generating a manual counter queuing number;
and printing the manual counter queuing number.
A traffic processing apparatus, comprising:
the information acquisition unit is used for acquiring the client information and the service to be handled under the condition of receiving a service handling request initiated by a client;
the processing mode determining unit is used for determining a target service processing mode corresponding to the client according to the client information and the service to be processed, wherein the target service processing mode is one of common self-service teller machine processing, voice self-service teller machine processing and manual counter processing;
and the transaction mode prompting unit is used for prompting the client to transact the business by adopting the target business transaction mode.
Optionally, the transaction mode determining unit includes:
the first judgment subunit is used for judging whether the service to be transacted is in the service range of a self-service deposit and withdrawal machine, and the self-service deposit and withdrawal machine comprises a common self-service deposit and withdrawal machine and a voice self-service deposit and withdrawal machine; determining that the target service handling mode is manual counter handling under the condition that the service to be handled is not in the service range of the self-service deposit and withdrawal machine; under the condition that the service to be transacted is within the service range of the self-service deposit and withdrawal machine, triggering a second judgment subunit;
the second judgment subunit is used for judging whether the customer meets the use requirements of the common self-service teller machine or not according to the customer information; determining that the target service handling mode is the handling of the common self-service deposit and withdrawal machine under the condition that the client meets the use requirement of the common self-service deposit and withdrawal machine; under the condition that the customer does not meet the use requirements of the common self-service deposit and withdrawal machine, triggering a voice understanding difficulty acquisition subunit;
the voice understanding difficulty obtaining subunit is used for obtaining the voice understanding difficulty of the client;
the third judgment subunit is used for determining that the target service handling mode is the voice self-service teller machine handling mode under the condition that the voice understanding difficulty is smaller than a preset value; and under the condition that the voice understanding difficulty value is not less than a preset value, determining that the target service handling mode is manual counter handling.
Optionally, the second determining subunit is specifically configured to:
acquiring the age, the academic calendar and the average business handling time of the user by using the common self-service deposit and withdrawal machine according to the client information;
and judging whether the age, the school calendar and the average service processing time of using the common self-service deposit and withdrawal machine of the client meet the use requirements of the common self-service deposit and withdrawal machine.
Optionally, the speech understanding difficulty obtaining subunit is specifically configured to:
acquiring voice information of a client;
and inputting the voice information into a pre-constructed voice recognition degree model for recognition to obtain the voice understanding difficulty.
Optionally, the apparatus further comprises:
the number generating unit is used for generating a manual counter queuing number;
and the number printing unit is used for printing the manual counter queuing number.
Compared with the prior art, the invention has the following beneficial effects:
according to the business processing method disclosed by the invention, under the condition of receiving a business processing request initiated by a client, according to client information and a business to be processed, a target business processing mode corresponding to the client is determined from common self-service cash recycling machine processing, voice self-service cash recycling machine processing and manual counter processing, the most appropriate business processing mode is recommended for the client according to client characteristics and business characteristics, the business processing efficiency is improved, the business pressure of a manual counter of a bank outlet is reduced, and the client experience is effectively improved.
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 embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the provided drawings without creative efforts.
Fig. 1 is a schematic flow chart of a service processing method disclosed in an embodiment of the present invention;
FIG. 2 is a flowchart illustrating a method for determining a target service transaction method according to an embodiment of the present invention;
fig. 3 is a schematic flow chart of another service processing method disclosed in the embodiment of the present invention;
fig. 4 is a schematic structural diagram of a service processing apparatus according to an embodiment of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious 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.
The inventor finds out through research that: when the business is handled at a bank outlet, some customers do not determine whether the business to be handled by the customers can be handled in the self-service deposit and withdrawal machine or not, and some customers do not determine whether the business is handled in the self-service deposit and withdrawal machine or not, so that the problems that the pressure of the business of the manual counter is too high due to the fact that a large number of manual counters handle the business which can be handled by the self-service deposit and withdrawal machine, and the use efficiency of the self-service deposit and withdrawal machine is low due to the fact that the customers occupy the self-service deposit and withdrawal machine for a long time but fail to handle the business are caused occur.
In order to solve the technical problems, the invention provides a business processing method, which recommends the most appropriate business processing mode for a client according to the characteristics of the client and the business characteristics, improves the business processing efficiency, reduces the business pressure of a manual counter of a bank outlet, and effectively improves the experience of the client.
Specifically, referring to fig. 1, a service processing method provided in this embodiment includes the following steps:
s101: under the condition of receiving a service handling request initiated by a client, acquiring client information and a service to be handled;
when the service processing method disclosed in this embodiment is operated on a number machine of a banking outlet, the client information is acquired after the client swipes a bank card or an identity card on the number machine, and the service to be handled is acquired after the client selects the service to be handled on the number machine.
If the service processing method disclosed in this embodiment is not operated on a number calling machine of a banking outlet, but is operated on other equipment, such as a mobile banking system, the customer initiates a service handling request through a mobile banking system, and obtains customer information and a service to be handled through the mobile banking system.
It should be noted that the above two modes are only examples, and the invention is not limited thereto.
S102: determining a target service handling mode corresponding to a client according to the client information and the service to be handled, wherein the target service handling mode is one of common self-service deposit and withdrawal machine handling, voice self-service deposit and withdrawal machine handling and manual counter handling;
the difference between the voice self-service teller machine and the common self-service teller machine is that: the voice self-service teller machine can realize convenient handling of client business by identifying the intention of a client through voice, simplifying the business flow through face identification and verifying the identity of the client.
Wherein, an optional use mode of pronunciation self-service cash recycling machine does: after an infrared sensor installed in the voice self-service deposit and withdrawal machine recognizes that a person enters a designated area, the identification card recognition area is triggered to flicker, the user is reminded of voice to place an identification card in the flicker area, the system judges the age of the user after reading the information of the identification card of the user, and when the age of the user reaches the designated age (determined by network staff), the system automatically closes a door of the area where the voice self-service deposit and withdrawal machine is located, so that sound leakage is prevented. After the system identifies that the door is locked, the voice prompts a client to speak out a service which the client wants to handle, if the client wants to withdraw 1000 yuan, after the system reads the voice information of the client, the voice recognition module judges the voice meaning of the client, after the voice meaning of the client is read, the system prompts the client to handle the service by voice, if you are withdrawing 1000 yuan, if the client answers, the client is prompted to repeat the service which the client needs to handle, and if the client does not recognize the service for three times, the client is prompted to move to a manual counter to handle the service; if the customer answers yes, the next step can be carried out, the bank card area is triggered to flicker, the customer is reminded to put the bank card into the flickering area, every thirty seconds are carried out, and if the information of the bank card cannot be read, the customer is reminded in a voice mode; if the bank card information of the client is identified, judging whether the bank card information is consistent with the identity card information of the client, if not, reminding the client to go to a manual counter or a common self-holding money depositing and withdrawing machine for handling, if so, judging whether the balance is sufficient, if so, reminding the client of a formal camera area, judging the identity of the client by a background system in a face recognition mode, and if the identity verification of the client is successful, helping the client deposit and withdraw money and reminding the client to put in cash or take away the cash; and if the balance of the client is insufficient or the identity authentication is not passed, informing the client of respective error reporting information to remind the client to go to a manual counter to handle the service. Recording is needed in the whole process of business handling, and if disputes occur in the background, voice information is convenient for finding out the original affairs.
S103: and prompting the client to handle the service by adopting a target service handling mode.
Specifically, the client can be prompted to transact the business in a target business transaction mode through voice prompt, text prompt and other modes.
Wherein, in the step S102: the target service handling mode corresponding to the client is determined according to the client information and the service to be handled, and various implementation modes can be provided, for example, by configuring the corresponding relationship between the client information and the service to be handled and the service handling mode in advance, the target service handling mode corresponding to the client is determined according to the corresponding relationship.
Referring to fig. 2, the step S102 may be further performed by:
s201: judging whether the business to be managed is in the business range of the self-service deposit and withdrawal machine or not;
the self-service deposit and withdrawal machine comprises a common self-service deposit and withdrawal machine and a voice self-service deposit and withdrawal machine, and the common self-service deposit and withdrawal machine and the voice self-service deposit and withdrawal machine can have the same or different service ranges.
Judging whether the service to be handled is in the service range of the self-service deposit and withdrawal machine, specifically judging whether the service to be handled is in the service range of the common self-service deposit and withdrawal machine or the voice self-service deposit and withdrawal machine, and only adopting a manual counter to handle the service when the service to be handled is not in the service range of the common self-service deposit and withdrawal machine or the voice self-service deposit and withdrawal machine.
If the business to be managed is not in the business range of the self-service deposit and withdrawal machine, S202 is executed: determining that the target service handling mode is manual counter handling;
if the business to be managed is in the business range of the self-service deposit and withdrawal machine, S203: judging whether the customer meets the use requirements of the common self-service cash recycling machine or not according to the customer information;
and according to the client information, inquiring the age, the school calendar and the average service handling time of using the self-service deposit and withdrawal machine from the background database, and judging whether the age, the school calendar and the average service handling time of using the common self-service deposit and withdrawal machine meet the use requirements of the common self-service deposit and withdrawal machine.
Specifically, an evaluation function is established to judge whether the age, the school calendar and the average business transaction time of using the ordinary self-service deposit and withdrawal machine of the client meet the use requirements of the ordinary self-service deposit and withdrawal machine.
The establishment method of the evaluation function is to collect the characteristic element information in the historical data, namely the age and the academic calendar of a client and the average business handling time of using the common self-service deposit and withdrawal machine, judge whether the client is allowed to use the common self-service deposit and withdrawal machine or not by combining network operation efficiency and cost analysis through network workers, label the historical data, form a section by adopting a space fitting method to the data after the labeling is finished, and divide the historical data into two parts, namely, a data range allowing the client to use the common self-service deposit and withdrawal machine and a data range not allowing the client to use the common self-service deposit and withdrawal machine.
When a new client needs to judge whether the use requirement of the common self-service deposit and withdrawal machine is met, the age, the school calendar and the average service handling time of the common self-service deposit and withdrawal machine belong to which space range, so that whether the client is allowed to handle services by using the common self-service deposit and withdrawal machine is determined.
In the case that the customer meets the use requirements of the ordinary self-service depositing and dispensing machine, S204 is executed: determining that the target service handling mode is the handling mode of a common self-service teller machine;
in the case where the customer does not comply with the use requirements of the ordinary self-service depositing and dispensing machine, S205 is executed: acquiring the speech understanding difficulty of a client;
the voice understanding difficulty represents the difficulty of the voice information of the client being solved by the voice self-service deposit and withdrawal mechanism, can be data which is acquired in advance, and can also be recognized according to the voice information of the client after the voice information of the client is acquired. It can be understood that the greater the difficulty of speech understanding, the greater the difficulty of the customer using the speech automated teller machine.
After the voice information of the client is obtained, the voice information is input into a pre-constructed voice recognition model for recognition, and the voice understanding difficulty is obtained. The speech recognition model may be constructed by any method known in the art, and is not particularly limited herein.
S206: judging whether the speech understanding difficulty is smaller than a preset value or not;
if the speech understanding difficulty is smaller than the preset value, executing S207: determining that the target service handling mode is voice self-service teller machine handling;
the client performs interactive transaction service with the voice self-service teller machine through voice.
In the case where the speech understanding difficulty value is not less than the preset value, S202 is performed: and determining that the target service handling mode is manual counter handling.
That is to say, when the speech understanding difficulty of the client is too large, such as the accent of the client is serious, the speech self-service deposit and withdrawal machine cannot accurately recognize the speech of the client, the client cannot normally use the speech self-service deposit and withdrawal machine, and in order to avoid that the client occupies the speech self-service deposit and withdrawal machine for a long time, the client is prompted to use a manual counter to handle the business.
Further, in order to avoid prompting the customer to handle the service by using the manual counter, the customer needs to call a number machine to obtain the number, that is, to improve the customer experience, please refer to fig. 3, the service processing method disclosed in this embodiment includes the following steps:
s301: under the condition of receiving a service handling request initiated by a client, acquiring client information and a service to be handled;
s302: determining a target service handling mode corresponding to a client according to the client information and the service to be handled, wherein the target service handling mode is one of common self-service deposit and withdrawal machine handling, voice self-service deposit and withdrawal machine handling and manual counter handling;
s303: prompting the client to handle the service by adopting a target service handling mode;
s304: after prompting a client to transact business by using a manual counter, generating a manual counter queuing number;
s305: and printing a manual counter queuing number.
After the customer is prompted to transact business by using the manual counter, the manual counter queuing number is generated according to the current client queuing condition, the manual counter queuing number is printed, and the customer can transact business on the manual counter according to the manual counter queuing number.
As can be seen, in the service processing method disclosed in this embodiment, under the condition that a service processing request initiated by a client is received, according to client information and a service to be processed, a target service processing mode corresponding to the client is determined from common self-service teller machine processing, voice self-service teller machine processing and manual counter processing, so that the most appropriate service processing mode is recommended to the client according to client characteristics and service characteristics, the service processing efficiency is improved, the service pressure of a manual counter of a bank outlet is reduced, and the client experience is effectively improved.
Based on the service processing method disclosed in the foregoing embodiment, this embodiment correspondingly discloses a service processing apparatus, please refer to fig. 4, where the service processing apparatus includes:
an information obtaining unit 401, configured to obtain client information and a service to be handled when receiving a service handling request initiated by a client;
a transaction mode determining unit 402, configured to determine a target service transaction mode corresponding to the client according to the client information and the service to be handled, where the target service transaction mode is one of common self-service teller machine transaction, voice self-service teller machine transaction, and manual counter transaction;
a transaction mode prompting unit 403, configured to prompt the client to perform service transaction in the target service transaction mode.
Optionally, the transaction manner determining unit 402 includes:
the first judgment subunit is used for judging whether the service to be transacted is in the service range of a self-service deposit and withdrawal machine, and the self-service deposit and withdrawal machine comprises a common self-service deposit and withdrawal machine and a voice self-service deposit and withdrawal machine; determining that the target service handling mode is manual counter handling under the condition that the service to be handled is not in the service range of the self-service deposit and withdrawal machine; under the condition that the service to be transacted is within the service range of the self-service deposit and withdrawal machine, triggering a second judgment subunit;
the second judgment subunit is used for judging whether the customer meets the use requirements of the common self-service teller machine or not according to the customer information; determining that the target service handling mode is the handling of the common self-service deposit and withdrawal machine under the condition that the client meets the use requirement of the common self-service deposit and withdrawal machine; under the condition that the customer does not meet the use requirements of the common self-service deposit and withdrawal machine, triggering a voice understanding difficulty acquisition subunit;
the voice understanding difficulty obtaining subunit is used for obtaining the voice understanding difficulty of the client;
the third judgment subunit is used for determining that the target service handling mode is the voice self-service teller machine handling mode under the condition that the voice understanding difficulty is smaller than a preset value; and under the condition that the voice understanding difficulty value is not less than a preset value, determining that the target service handling mode is manual counter handling.
Optionally, the second determining subunit is specifically configured to:
acquiring the age, the academic calendar and the average business handling time of the user by using the common self-service deposit and withdrawal machine according to the client information;
and judging whether the age, the school calendar and the average service processing time of using the common self-service deposit and withdrawal machine of the client meet the use requirements of the common self-service deposit and withdrawal machine.
Optionally, the speech understanding difficulty obtaining subunit is specifically configured to:
acquiring voice information of a client;
and inputting the voice information into a pre-constructed voice recognition degree model for recognition to obtain the voice understanding difficulty.
Optionally, the apparatus further comprises:
the number generating unit is used for generating a manual counter queuing number after prompting a client to transact business by using a manual counter;
and the number printing unit is used for printing the manual counter queuing number.
According to the business processing device disclosed by the embodiment, under the condition of receiving a business processing request initiated by a client, a target business processing mode corresponding to the client is determined from common self-service deposit and withdrawal machines, voice self-service deposit and withdrawal machines and manual counter processing according to client information and business to be processed, the most appropriate business processing mode is recommended for the client according to client characteristics and business characteristics, the business pressure of a manual counter of a bank outlet is reduced while the business processing efficiency is improved, and the client experience is effectively improved.
The embodiments in the present description are described in a progressive manner, each embodiment focuses on differences from other embodiments, and the same and similar parts among the embodiments are referred to each other. The device disclosed by the embodiment corresponds to the method disclosed by the embodiment, so that the description is simple, and the relevant points can be referred to the method part for description.
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 above embodiments can be combined arbitrarily, and the features described in the embodiments in the present specification can be replaced or combined with each other in the above description of the disclosed embodiments, so that those skilled in the art can implement or use the present application.
The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present invention. 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 invention. Thus, the present invention 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)
1. A method for processing a service, comprising:
under the condition of receiving a service handling request initiated by a client, acquiring client information and a service to be handled;
determining a target service handling mode corresponding to the client according to the client information and the service to be handled, wherein the target service handling mode is one of common self-service deposit and withdrawal machine handling, voice self-service deposit and withdrawal machine handling and manual counter handling;
and prompting the client to handle the business by adopting the target business handling mode.
2. The method according to claim 1, wherein determining a target service handling mode corresponding to a client according to the client information and the service to be handled comprises:
judging whether the service to be transacted is in the service range of a self-service deposit and withdrawal machine, wherein the self-service deposit and withdrawal machine comprises a common self-service deposit and withdrawal machine and a voice self-service deposit and withdrawal machine;
determining that the target service handling mode is manual counter handling under the condition that the service to be handled is not in the service range of the self-service deposit and withdrawal machine;
under the condition that the service to be transacted is within the service range of the self-service deposit and withdrawal machine, judging whether a client meets the use requirement of the common self-service deposit and withdrawal machine or not according to the client information;
determining that the target service handling mode is the handling of the common self-service deposit and withdrawal machine under the condition that the client meets the use requirement of the common self-service deposit and withdrawal machine;
under the condition that the customer does not meet the use requirements of the common self-service deposit and withdrawal machine, acquiring the speech understanding difficulty of the customer;
determining that the target service handling mode is a voice self-service teller machine handling mode under the condition that the voice understanding difficulty is smaller than a preset value;
and under the condition that the voice understanding difficulty value is not less than a preset value, determining that the target service handling mode is manual counter handling.
3. The method according to claim 2, wherein judging whether the customer meets the use requirement of the common self-service depositing and dispensing machine according to the customer information comprises the following steps:
acquiring the age, the academic calendar and the average business handling time of the user by using the common self-service deposit and withdrawal machine according to the client information;
and judging whether the age, the school calendar and the average service processing time of using the common self-service deposit and withdrawal machine of the client meet the use requirements of the common self-service deposit and withdrawal machine.
4. The method of claim 2, wherein the obtaining the speech understanding difficulty of the customer comprises:
acquiring voice information of a client;
and inputting the voice information into a pre-constructed voice recognition degree model for recognition to obtain the voice understanding difficulty.
5. The method of claim 1 or 2, wherein after prompting the customer to transact business using a manual counter, the method further comprises:
generating a manual counter queuing number;
and printing the manual counter queuing number.
6. A traffic processing apparatus, comprising:
the information acquisition unit is used for acquiring the client information and the service to be handled under the condition of receiving a service handling request initiated by a client;
the processing mode determining unit is used for determining a target service processing mode corresponding to the client according to the client information and the service to be processed, wherein the target service processing mode is one of common self-service teller machine processing, voice self-service teller machine processing and manual counter processing;
and the transaction mode prompting unit is used for prompting the client to transact the business by adopting the target business transaction mode.
7. The apparatus of claim 6, wherein the transaction mode determination unit comprises:
the first judgment subunit is used for judging whether the service to be transacted is in the service range of a self-service deposit and withdrawal machine, and the self-service deposit and withdrawal machine comprises a common self-service deposit and withdrawal machine and a voice self-service deposit and withdrawal machine; determining that the target service handling mode is manual counter handling under the condition that the service to be handled is not in the service range of the self-service deposit and withdrawal machine; under the condition that the service to be transacted is within the service range of the self-service deposit and withdrawal machine, triggering a second judgment subunit;
the second judgment subunit is used for judging whether the customer meets the use requirements of the common self-service teller machine or not according to the customer information; determining that the target service handling mode is the handling of the common self-service deposit and withdrawal machine under the condition that the client meets the use requirement of the common self-service deposit and withdrawal machine; under the condition that the customer does not meet the use requirements of the common self-service deposit and withdrawal machine, triggering a voice understanding difficulty acquisition subunit;
the voice understanding difficulty obtaining subunit is used for obtaining the voice understanding difficulty of the client;
the third judgment subunit is used for determining that the target service handling mode is the voice self-service teller machine handling mode under the condition that the voice understanding difficulty is smaller than a preset value; and under the condition that the voice understanding difficulty value is not less than a preset value, determining that the target service handling mode is manual counter handling.
8. The apparatus according to claim 7, wherein the second determining subunit is specifically configured to:
acquiring the age, the academic calendar and the average business handling time of the user by using the common self-service deposit and withdrawal machine according to the client information;
and judging whether the age, the school calendar and the average service processing time of using the common self-service deposit and withdrawal machine of the client meet the use requirements of the common self-service deposit and withdrawal machine.
9. The apparatus according to claim 7, wherein the speech understanding difficulty obtaining subunit is specifically configured to:
acquiring voice information of a client;
and inputting the voice information into a pre-constructed voice recognition degree model for recognition to obtain the voice understanding difficulty.
10. The apparatus of claim 6 or 7, further comprising:
the number generating unit is used for generating a manual counter queuing number after prompting a client to transact business by using a manual counter;
and the number printing unit is used for printing the manual counter queuing number.
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| CN202110968030.1A CN113673874A (en) | 2021-08-23 | 2021-08-23 | Service processing method and device |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN115359605A (en) * | 2022-08-16 | 2022-11-18 | 中国银行股份有限公司 | Peep-proof method for self-service cash recycling machine, related device and computer storage medium |
| CN116882711A (en) * | 2023-09-06 | 2023-10-13 | 武汉星际互动智能技术有限公司 | Government affair hall business handling optimization method and system based on big data analysis |
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2021
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Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN115359605A (en) * | 2022-08-16 | 2022-11-18 | 中国银行股份有限公司 | Peep-proof method for self-service cash recycling machine, related device and computer storage medium |
| CN115359605B (en) * | 2022-08-16 | 2024-02-09 | 中国银行股份有限公司 | Peep-proof method for self-service cash recycling machine, related device and computer storage medium |
| CN116882711A (en) * | 2023-09-06 | 2023-10-13 | 武汉星际互动智能技术有限公司 | Government affair hall business handling optimization method and system based on big data analysis |
| CN116882711B (en) * | 2023-09-06 | 2023-12-19 | 武汉星际互动智能技术有限公司 | Government affair hall business handling optimization method and system based on big data analysis |
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