CN113743824A - Business consultation method and device - Google Patents

Business consultation method and device Download PDF

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CN113743824A
CN113743824A CN202111093009.8A CN202111093009A CN113743824A CN 113743824 A CN113743824 A CN 113743824A CN 202111093009 A CN202111093009 A CN 202111093009A CN 113743824 A CN113743824 A CN 113743824A
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user
service
target
consulted
salesman
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胡路苹
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Bank of China Ltd
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Bank of China Ltd
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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
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06393—Score-carding, benchmarking or key performance indicator [KPI] analysis
    • 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
    • G06Q20/00—Payment architectures, schemes or protocols
    • G06Q20/08—Payment architectures
    • G06Q20/10—Payment architectures specially adapted for electronic funds transfer [EFT] systems; specially adapted for home banking systems
    • G06Q20/108—Remote banking, e.g. home banking
    • 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
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • 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
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0207—Discounts or incentives, e.g. coupons or rebates
    • G06Q30/0217—Discounts or incentives, e.g. coupons or rebates involving input on products or services in exchange for incentives or rewards
    • G06Q30/0218—Discounts or incentives, e.g. coupons or rebates involving input on products or services in exchange for incentives or rewards based on score
    • 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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Abstract

The embodiment of the application discloses a business consultation method and a business consultation device, which can be applied to the field of artificial intelligence or the field of finance. When a target salesman providing service for the user is determined, a conversation page is established for the user and the target salesman, so that the user can carry out business consultation on the target salesman based on the conversation page, and the target salesman provides professional service for the user based on the member page, so that the problem of the user is solved, and the use experience of the user is improved.

Description

Business consultation method and device
Technical Field
The application relates to the technical field of computers, in particular to a business consultation method and a business consultation device.
Background
With the increasing of banking business, when a customer needs to know related banking business, the customer often cannot find a proper channel, and can only call a customer service or take time to go to a banking outlet for consultation. However, some professional problems may not be known, and the customer often cannot find a proper solution in the shortest time.
Disclosure of Invention
In view of this, embodiments of the present application provide a service consultation method and apparatus, so as to implement quick solution of a problem of a user and improve a user experience.
In order to achieve the above purpose, the technical solutions provided in the embodiments of the present application are as follows:
in a first aspect of an embodiment of the present application, a service consultation method is provided, where the method includes:
responding to the triggering operation of the user on the client, and determining a target salesman matched with the service to be consulted;
and establishing a session page for the user and the target operator, wherein the session page is used for the user to consult the service to be consulted with the target operator.
In a specific implementation manner, the determining, in response to a trigger operation of a user on a client, a target salesman matched with a service to be consulted includes:
and responding to the selection operation of the user on the operator page corresponding to the service to be consulted, and determining the operator selected by the user as a target operator.
In a specific implementation manner, the staff page includes basic information of a plurality of staff, and the basic information includes at least one of the following: excel in service, year of operation, service level or medal obtained.
In a specific implementation manner, the determining, in response to a trigger operation of a user on a client, a target salesman matched with a service to be consulted includes:
acquiring a service to be consulted input by the user;
distributing a plurality of salesmen matched with the business to be consulted to the user according to the business to be consulted;
and responding to the selection operation of the user in the plurality of service personnel, and determining the service personnel corresponding to the selection operation as the target service personnel.
In a specific implementation, the session page includes a voice component, and the voice component is used for voice communication between the user and the target operator.
In a specific implementation, the method further includes:
prompting the user to evaluate the target salesman when the user finishes consulting the service;
and recording the evaluation result of the user on the target salesman.
In a specific implementation, the method further includes:
updating the basic information of the target salesman on a salesman page based on the evaluation result of the target salesman in a preset time period; and/or the presence of a gas in the gas,
and determining the number of the medals corresponding to the target salesman based on the evaluation result of the target salesman in the preset time period.
In a specific implementation, the method further includes:
and receiving the opinion sent by the user through the message leaving component.
In a specific implementation, the method further includes:
updating the points for the user in response to the opinion of the user being adopted.
In a second aspect of embodiments of the present application, there is provided a service consulting apparatus, including:
the system comprises a determining unit, a consulting unit and a consulting unit, wherein the determining unit is used for responding to triggering operation of a user on a client and determining a target salesman matched with a service to be consulted;
and the establishing unit is used for establishing a session page for the user and the target operator, and the session page is used for the user to consult the service to be consulted with the target operator.
In a third aspect of embodiments of the present application, there is provided an electronic device, including: a processor, a memory;
the memory for storing computer readable instructions or a computer program;
the processor is configured to read the computer readable instructions or the computer program to enable the device to implement the service consultation method.
In a fourth aspect of embodiments of the present application, there is provided a computer-readable storage medium including instructions or a computer program, which when run on a computer, cause the computer to perform the business consulting method described above.
Therefore, the embodiment of the application has the following beneficial effects:
in the embodiment of the application, when a user needs to consult a certain service, the service to be consulted can be determined through the client, the client determines a target salesman matched with the service to be consulted based on the trigger operation of the user, and the target salesman can provide professional consultation service for the user. When a target salesman providing service for the user is determined, a conversation page is established for the user and the target salesman, so that the user can carry out business consultation on the target salesman based on the conversation page, and the target salesman provides professional service for the user based on the member page, so that the problem of the user is solved, and the use experience of the user is improved.
Drawings
Fig. 1 is a flowchart of a service consulting method according to an embodiment of the present application;
fig. 2 is a diagram of a business consulting framework provided in an embodiment of the present application;
fig. 3 is a structural diagram of a service counseling apparatus according to an embodiment of the present application.
Detailed Description
In order to make the aforementioned objects, features and advantages of the present application more comprehensible, embodiments accompanying the drawings are described in detail below.
With the continual updating of bank products, users want to know about the products as soon as possible. At present, a user can only call customer service personnel for knowing about a product, however, some professional problem customer service personnel may not answer in detail, so that the use experience of the user is influenced, and the product sale is influenced.
Based on this, according to the service consultation method provided in the embodiment of the present application, when a user needs to consult a related service, based on a trigger operation of the user on a client, the client determines a target salesman matched with the service to be consulted according to the trigger operation of the user, and the target salesman can provide a professional service related to the service to be consulted to the user. After a target salesman matched with the service to be consulted is determined, a session page is established for the user and the target salesman, the user sends the service to be consulted to the target salesman through the session page, and after the salesman knows the content which the user wants to know, the service staff answers through the session page, so that professional consultation service is provided for the user, and the user experience is realized.
It should be noted that the business consultation method and device provided by the invention can be used in the field of artificial intelligence or the financial field. The above is only an example, and the application fields of the service consultation method and the service consultation device provided by the present invention are not limited. For ease of understanding, the following description will be given taking banking as an example applied in the field of finance. For example, bank financing products include cash management, fixed income class, mixed class and the like, a user wants to know the risks, benefits and the like of the mixed financing products, and the page for entering the mixed financing products through the client can include a consultation module. The user can trigger the consultation module, and a target salesman matched with the mixed product is determined in response to the triggering operation of the user, and the target salesman is relatively proficient in the related knowledge of the mixed product. And meanwhile, a session page is established for the user and the target salesman, so that consultation and solution are carried out through the session page.
For the convenience of understanding the technical solutions of the embodiments of the present application, the following description will be made with reference to the accompanying drawings.
Referring to fig. 1, which is a flowchart of a business consulting method provided in an embodiment of the present application, as shown in fig. 1, the method may include:
s101: and determining a target operator matched with the service to be consulted in response to the triggering operation of the user on the client.
In this embodiment, when a user needs to perform service consultation, the service to be consulted may be determined by the corresponding client, and the client determines a target salesman matched with the service to be consulted based on a trigger operation of the user. The client can be a mobile phone bank or an internet bank.
Specifically, the client may determine the target salesman matched with the consulting service by:
one mode is that in response to the selection operation of the user on the operator page corresponding to the service to be consulted, the operator selected by the user is determined as the target operator. That is, basic information of different business persons can be displayed in a business person page corresponding to a business to be consulted, a user can determine the business person to be answered according to the basic information, and after receiving the selection of the user on the business person, the client determines the selected business person as a target business person. The basic information of the service personnel can include but is not limited to: good business, working years, business level, and number of medals obtained. The medal quantity corresponding to the business personnel is determined according to the evaluation of the user. The service personnel may include service operators, architects, developers, testers, and the like.
In another mode, the user can input the service to be consulted through the client; the client distributes one or more salesmen matched with the business to be consulted for the user according to the business to be consulted; and responding to the selection operation of the user in one or more service personnel, and determining the service personnel corresponding to the selection operation as the target service personnel. That is, the client may automatically assign one or more waiters adept at the service to the user according to the service to be consulted input by the user, so as to provide the user with selection. Specifically, after acquiring a service to be consulted input by a user, a client extracts a keyword from the service to be consulted, searches basic information of a service person with similarity to the keyword meeting a preset condition from a service person library, and recommends the basic information of the service person meeting the preset condition to the user for the user to select.
S102: and establishing a session page for the user and the target salesman, wherein the session page is used for the user to consult the service to be consulted with the target salesman.
And after the target operator is determined, establishing a session page for the user and the target operator, wherein the session page is used for the user to consult the target operator. Specifically, the user can send text information for consultation through a session page, and can also send voice for consultation. The conversation page comprises a voice component, and the voice component is used for voice communication between the user and the target salesman.
In a specific implementation manner, after the user finishes consulting, the client can prompt the user to evaluate the service of the target business personnel; and responding to the evaluation operation of the user, and recording the evaluation result of the user on the target salesman. For example, the user is prompted to score the services of the target clerk.
In a specific implementation manner, the basic information of the target salesman on the salesman page is updated based on the evaluation result of the target salesman in the preset time period. That is, for any business person, based on the evaluation result of the business person within a certain time, the basic information of the business person is updated, so that the basic information can reflect the professional of the business person. For example, the number of medals corresponding to the target salesman is updated based on the evaluation result of the target salesman in the preset time period. Specifically, the target salesman can be rewarded with preset scores according to the scoring results of different users for the target salesman, a medal is issued to the salesman with the highest monthly score, and the medal is displayed below the personal avatar of the salesman. Further, the client can also comprise a point exchange mall, and the business officer can exchange goods by using the obtained points.
Further, the client may further include an opinion feedback module, and the user may feed back opinions of existing functions and/or suggestions of functions that are needed but not implemented through the feedback module. In particular, the relevant page at the client may include a message component through which the user fills in comments. After receiving the opinions filled in by the user, the client sends the opinions to the server so that the server can view the opinions. In order to encourage the user to fill out the opinion, the points of the user can be updated after the opinion of the user is adopted, namely the points are rewarded for the user. At the same time, the user may also be awarded medals and displayed on the user's medal wall. In addition, the user can also exchange commodities by using points.
Therefore, when a user needs to consult a certain service, the service to be consulted can be determined through the client, the client determines a target salesman matched with the service to be consulted based on the trigger operation of the user, and the target salesman can provide professional consultation service for the user. When a target salesman providing service for the user is determined, a conversation page is established for the user and the target salesman, so that the user can carry out business consultation on the target salesman based on the conversation page, and the target salesman provides professional service for the user based on the member page, so that the problem of the user is solved, and the use experience of the user is improved.
For convenience of understanding of the embodiment of the present application, referring to the service consultation framework diagram shown in fig. 2, an example of a behavior that a client is a mobile phone bank is described in the present embodiment. Including user and the self-service interactive module of bank in this cell-phone bank, according to the different product subregion of bank, the one-level menu is big module under this module, for example financing module, credit card module, debit card module, ETC module, has the second grade menu under the one-level menu, subdivides to different products. The second-level menu also corresponds to professionals of the product, such as a service engineer, an architect, a developer and a tester, and is divided into professionals of different levels according to the familiarity degree of the product, and the professionals have corresponding introduction to describe familiar scenes and services.
And after entering the menu module, the user can select a corresponding salesman to answer according to the question to be consulted and the personal introduction of the salesman. Alternatively, the user may enter a question and automatically recommend the salesperson to the user by the client, when the user does not know which salesperson to select. In the consultation process, if voice communication is needed, voice can be sent to the opposite side, and after the communication is finished, the client can score the consultant and feed back whether help exists.
And the scoring module can award a certain score to the salesperson according to the scoring condition and issue one piece of medal for the expert who obtains the most score every month, and the obtained medal is hung below the personal head portrait. Meanwhile, the points obtained by the salesman can be exchanged for commodities in the mobile phone bank point mall.
And the message leaving module is also provided with an opinion area under each secondary menu, so that a client can leave a message with the existing function defect or the expected function. If the customer's opinion is adopted, the customer will also get a certain score and grant the medal of honor to the customer, who can pick up the granted medal of honor to hang on the wall of the mobile phone bank medal. In addition, the points obtained by the customer can be exchanged for commodities in a mobile banking point mall.
Based on the above method embodiments, the embodiments of the present application provide a service consulting device, which will be described below with reference to the accompanying drawings.
Referring to fig. 3, which is a block diagram of a service counseling apparatus provided in an embodiment of the present application, as shown in fig. 3, the apparatus may include: a determination unit 301 and a setup unit 302.
A determining unit 301, configured to determine, in response to a trigger operation of a user on a client, a target salesman matched with a service to be consulted;
an establishing unit 302, configured to establish a session page for the user and the target servicer, where the session page is used for the user to consult the service to be consulted with the target servicer.
In a specific implementation manner, the determining unit is specifically configured to determine, in response to a selection operation of a user on an operator page corresponding to the service to be consulted, an operator selected by the user as a target operator.
In a specific implementation manner, the staff page includes basic information of a plurality of staff, and the basic information includes at least one of the following: excel in service, year of operation, service level or medal obtained.
In a specific implementation manner, the determining unit is specifically configured to obtain a service to be consulted, which is input by the user; distributing one or more waiters matched with the service to be consulted to the user according to the service to be consulted; and responding to the selection operation of the user in the one or more service personnel, and determining the service personnel corresponding to the selection operation as the target service personnel.
In a specific implementation, the session page includes a voice component, and the voice component is used for voice communication between the user and the target operator.
In a specific implementation manner, the apparatus further includes: a prompt unit and a recording unit;
the prompting unit is also used for prompting the user to evaluate the target salesman when the user completes the business consultation;
and the recording unit is used for recording the evaluation result of the user on the target salesman.
In a specific implementation manner, the apparatus further includes: an update unit;
and the updating unit is used for updating the basic information of the target salesman on the salesman page based on the evaluation result of the target salesman in the preset time period.
In a specific implementation manner, the apparatus further includes: a receiving unit;
the receiving unit is specifically configured to receive the opinion sent by the user through the message component.
In a specific implementation manner, the apparatus further includes: an update unit;
the updating unit is used for responding to the opinion of the user being adopted and updating the point of the user.
It should be noted that, for specific implementation of each unit in this embodiment, reference may be made to related descriptions of the above method embodiments, and details of this embodiment are not described herein again.
In addition, an embodiment of the present application further provides an electronic device, including: a processor, a memory;
the memory for storing computer readable instructions or a computer program;
the processor is configured to read the computer readable instructions or the computer program to enable the device to implement the service consultation method.
An embodiment of the present application provides a computer-readable storage medium, which includes instructions or a computer program, which when run on a computer, causes the computer to execute the business consulting method described above.
It should be noted that, in the present specification, the embodiments are described in a progressive manner, each embodiment focuses on differences from other embodiments, and the same and similar parts among the embodiments may be referred to each other. For the system or the device disclosed by the embodiment, the description is simple because the system or the device corresponds to the method disclosed by the embodiment, and the relevant points can be referred to the method part for description.
It should be understood that in the present application, "at least one" means one or more, "a plurality" means two or more. "and/or" for describing an association relationship of associated objects, indicating that there may be three relationships, e.g., "a and/or B" may indicate: only A, only B and both A and B are present, wherein A and B may be singular or plural. The character "/" generally indicates that the former and latter associated objects are in an "or" relationship. "at least one of the following" or similar expressions refer to any combination of these items, including any combination of single item(s) or plural items. For example, at least one (one) of a, b, or c, may represent: a, b, c, "a and b", "a and c", "b and c", or "a and b and c", wherein a, b, c may be single or plural.
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)

1. A method for consulting services, the method comprising:
responding to the triggering operation of the user on the client, and determining a target salesman matched with the service to be consulted;
and establishing a session page for the user and the target operator, wherein the session page is used for the user to consult the service to be consulted with the target operator.
2. The method of claim 1, wherein the determining the target salesman matched with the service to be consulted in response to the triggering operation of the user on the client comprises:
and responding to the selection operation of the user on the operator page corresponding to the service to be consulted, and determining the operator selected by the user as a target operator.
3. The method of claim 2, wherein the clerk page includes basic information for a plurality of clerks, the basic information including at least one of: excel in service, year of operation, service level or medal obtained.
4. The method of claim 1, wherein the determining a target salesman matched with the service to be consulted in response to a trigger action of the user on the client comprises:
acquiring a service to be consulted input by the user;
distributing one or more waiters matched with the service to be consulted to the user according to the service to be consulted;
and responding to the selection operation of the user in the one or more service personnel, and determining the service personnel corresponding to the selection operation as the target service personnel.
5. The method of any of claims 1-4, wherein the conversation page includes a voice component for voice communication of the user with the target attendant.
6. The method according to any one of claims 1-5, further comprising:
prompting the user to evaluate the target salesman when the user completes the business consultation;
and recording the evaluation result of the user on the target salesman.
7. The method of claim 6, further comprising:
and updating the basic information of the target salesman on the salesman page based on the evaluation result of the target salesman in the preset time period.
8. The method according to any one of claims 1-7, further comprising:
and receiving the opinion sent by the user through the message leaving component.
9. The method of claim 8, further comprising:
updating the points for the user in response to the opinion of the user being adopted.
10. A service advisory facility, the facility comprising:
the system comprises a determining unit, a consulting unit and a consulting unit, wherein the determining unit is used for responding to triggering operation of a user on a client and determining a target salesman matched with a service to be consulted;
and the establishing unit is used for establishing a session page for the user and the target operator, and the session page is used for the user to consult the service to be consulted with the target operator.
CN202111093009.8A 2021-09-17 2021-09-17 Business consultation method and device Pending CN113743824A (en)

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