CN114092225A - Method and device for providing financial service by bank outlets - Google Patents
Method and device for providing financial service by bank outlets Download PDFInfo
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Abstract
The invention discloses a method and a device for providing financial services by bank outlets, which relate to the technical field of artificial intelligence, wherein the method comprises the following steps: acquiring a client video entering a bank outlet; reading the client video and collecting the face information of the client; determining the identity of a client according to the face information, and acquiring a client portrait corresponding to the identity of the client; predicting the target service type which the client wants to transact according to the client figure; and informing network operators familiar with the target service type to assist the client in completing service transaction. The invention can actively provide accurate service for customers, improve the service quality of bank workers and improve the customer satisfaction.
Description
Technical Field
The invention relates to the technical field of artificial intelligence, in particular to a method and a device for providing financial services by a bank outlet.
Background
This section is intended to provide a background or context to the embodiments of the invention that are recited in the claims. The description herein is not admitted to be prior art by inclusion in this section.
With the rise of the internet, the store arrival rate of bank outlets is gradually reduced, and more transactions are completed on the internet. However, there are some business scenarios where customers need to go to the bank network for processing, for example, some customers have distrust on non-face-to-face transactions, and operations which cannot be completed independently due to unclear transaction flow depend on financial services provided by the network.
At present, the website service mainly depends on the knowledge of website workers on frequent customers, when the frequent customers go to the website to transact business, the workers familiar with the related business in the bank can actively provide targeted financial service guidance, but for strange customers, active accurate service cannot be realized.
Disclosure of Invention
The embodiment of the invention provides a method for providing financial services for a bank outlet, which is used for actively providing accurate services for customers, improving the service quality of bank workers and improving the customer satisfaction degree, and comprises the following steps:
acquiring a client video entering a bank outlet;
reading the client video and collecting the face information of the client;
determining the identity of a client according to the face information, and acquiring a client portrait corresponding to the identity of the client;
predicting a target service type which a client wants to handle according to the client portrait;
and informing network operators familiar with the target service type to assist the client in completing service transaction.
The embodiment of the invention also provides a device for providing financial services for the bank outlets, which is used for actively providing accurate services for customers, improving the service quality of bank workers and improving the customer satisfaction degree, and the device comprises:
the acquisition module is used for acquiring a client video entering a bank outlet;
the acquisition module is used for reading the client video and acquiring the face information of the client;
the acquisition module is also used for determining the identity of the client according to the face information and acquiring a client portrait corresponding to the identity of the client;
the prediction module is used for predicting the target service type which the client wants to transact according to the client figure;
and the communication module is used for informing network site staff familiar with the target service type to assist the client in completing service handling.
The embodiment of the invention also provides computer equipment which comprises a memory, a processor and a computer program which is stored on the memory and can run on the processor, wherein when the processor executes the computer program, the method for providing the financial service by the bank outlets is realized.
An embodiment of the present invention further provides a computer-readable storage medium, where a computer program for executing the method for providing financial services by a banking site is stored in the computer-readable storage medium.
An embodiment of the present invention further provides a computer program product, where the computer program product includes a computer program, and when the computer program is executed by a processor, the computer program implements the method for providing financial services by a banking outlet.
In the embodiment of the invention, a video of a client entering a bank outlet is acquired, the face information of the client shot in the video is acquired, the identity of the client is determined through the face information, a pre-drawn client portrait is acquired according to the identity of the client, and then the target service type which the client wants to transact is predicted according to the client portrait, so that the network outlet staff familiar with the target service type can assist the client to complete service transaction. Therefore, different business scenes can be distinguished, specific customer groups can be distinguished, the website workers can provide accurate service in a targeted and timely manner, the service quality of bank workers is improved, the customer satisfaction degree is improved, meanwhile, the dependence of the website workers on the customer familiarity degree can be reduced, the labor cost is reduced, and the website can be laid out in advance for unmanned or less-man operation of subsequent websites.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts. In the drawings:
FIG. 1 is a flow chart of a method for providing financial services by a banking outlet according to an embodiment of the present invention;
FIG. 2 is another flow chart of a method for providing financial services by a banking outlet according to an embodiment of the present invention;
FIG. 3 is another flow chart of a method for providing financial services by a banking outlet according to an embodiment of the present invention;
FIG. 4 is a flow chart illustrating a method for providing financial services by a banking outlet according to an embodiment of the present invention;
FIG. 5 is a schematic structural diagram illustrating an apparatus for providing financial services by a banking outlet according to an embodiment of the present invention;
fig. 6 is a schematic structural diagram of a computer device according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention more apparent, the embodiments of the present invention are further described in detail below with reference to the accompanying drawings. The exemplary embodiments and descriptions of the present invention are provided to explain the present invention, but not to limit the present invention.
In consideration of protection of personal information of a client, the embodiment of the present invention collects face information of the client, analyzes a behavior of the client in combination with the face information and the client information, and is authorized by the client in advance. The information acquisition, storage, use, processing and the like in the embodiment of the invention all conform to the relevant regulations of national laws and regulations.
An embodiment of the present invention provides a method for providing financial services by a banking outlet, as shown in fig. 1, where the method includes steps 101 to 105:
The customer video can be shot by a camera of the website, and after being shot, the customer video is transmitted to a device for providing financial services at a bank website through a local network or other network connections, and can also be shot by a camera module on the device, and specific equipment for shooting the customer video is not limited herein.
The video of the client who enters the bank outlet and wants to transact business is analyzed, so the camera device for acquiring the client video can shoot the face of the client entering the bank outlet when facing the entrance of the bank outlet.
The client video can be encrypted when the client video is transmitted between the image pickup apparatus and the device. After the client video analysis is completed, the client video can be encrypted and then transmitted to the storage device through a special line to store the video file, so that the safety of client information is guaranteed, and the video leakage risk is reduced.
Considering that the number of the client video files is large, the number of the video files collected every day can reach thousands of TB, the occupied storage space is large, the client video can be stored by using the cloud, and the earlier stored video can be deleted periodically to save the storage space.
And 102, reading a client video and collecting face information of the client.
In an implementation mode, considering that part of clients may stay in a bank website and be shot with face information after the clients complete business, the face information of the clients completing business transaction can be recorded in order to identify the clients not handling business and the clients handling business, after the face information of a certain client is collected, the face information of the client is compared with the face information of the clients completing business transaction in a period of time before the current moment, and if the comparison is successful, the website staff is not notified to perform client service, so that interference on the clients is avoided.
Or after the face information is collected and the identity of the client is determined, inquiring the latest service transaction time of the client, and if the latest service transaction time is within a period of time before the current moment, determining that the client has completed service transaction.
After the video is read, video frames are intercepted from the client video, and the face information of the client is extracted from the video frames which can be clear and shoot the front face of the client.
Meanwhile, due to the problems of light, angle and the like, the face in the client video may have the problem of low definition, and after the video frame is intercepted, the video frame can be subjected to noise reduction, sharpening and other processing, so that the definition of the video frame is improved, and the face information capable of being subjected to subsequent identity recognition is obtained.
Sometimes, a bank outlet may not have a client transact business, and a client video may have a condition that a face of the client is not shot, and a part related to the client can be intercepted to generate a new video file for analysis.
And 103, determining the identity of the client according to the face information, and acquiring the client portrait corresponding to the identity of the client.
Specifically, as shown in fig. 2, determining the client identity according to the face information may be performed as the following steps 201 and 202:
The calculation of the face feature value is a mature technical means, and the specific process of calculating the feature value is not limited herein.
The bank has a large number of customers, and when the face characteristic values are compared, the face characteristic values which are stored in advance and need to be compared can be preliminarily screened according to the definite customer characteristics, for example, the gender of the customer is identified, so that the face characteristic values of the customer are compared with the face characteristic values of the customers with the same gender stored in the database; for another example, the approximate age stage of the client can be identified according to the facial features of the client, and compared with the facial feature values of the same age stage. Through preliminary screening, the range of the pre-stored face characteristic values to be compared is narrowed, so that the comparison speed is increased, and the load of a processor is reduced.
The customer representation is pre-rendered, and as shown in FIG. 3, before the customer representation corresponding to the customer identity is obtained, the following steps 301 and 302 may be performed:
The customer types comprise loyalty type, latent type, marginal type and loss type, and the customer portrait is used for reflecting the financial asset level, the customer type, the burden risk level and the investment preference of the customer.
The historical service information comprises the service type, transaction amount, transaction object and the like transacted by the client, and also comprises information of statistical transaction frequency and the like.
In the embodiment of the invention, the service scene corresponding to the service information is preset, the client type is analyzed through the service scene, and then the client image is drawn by combining the client type.
For example, if a client transacts cross-border remittance, by analyzing the service information, it can be presumed that the client transacts the service because of a family who is going to study or travel abroad. It may be inferred that the customer is a loyalty customer (high frequency large) or an marginality customer (low frequency small) based on the transaction frequency and transaction amount of the customer.
If the times of transacting the large deposit list or purchasing the national debt by the client are more, the client is a steady investor and dislikes the risk. Since the time of possession of such a product is largely in units of years, it can be inferred that the customer is a loyalty customer.
If the client opens a new card and the consulting content is fund, financing product, national debt or current gold, etc., it can be concluded as a potential client.
If the customer comes for sale, sells the card, or complains, the customer is classified as an attrition customer.
If the customer is an old customer, the customer can be concluded to be an edge customer when the customer pays the water and electricity fee at the network point.
After the client type is analyzed and the drawn client portrait is drawn according to the client information of each client, a client type keyword index can be set for the client information; and classifying and storing the client information according to the keyword index, so that the client information can be conveniently searched and read next time.
In order to ensure the effectiveness of the customer portrait, the customer portrait can be popularized to various banking outlets for use when the drawn customer portrait exceeds a certain proportion.
And step 104, predicting the target service type which the client wants to transact according to the client figure.
For example, for a client whose financial asset level is high net value, client type is loyalty type, level of risk bearing is balance type, and investment preference is money-preserving type, it is presumed that the target business type that the client may want to handle is the purchase of money fund, short-term deposit product, and the like. Supposing that the target service type which the client wants to handle is the purchase of high-income products such as foreign exchange buying and selling and the like when the financial asset grade is high net worth, the client type is potential type, the borne risk grade is aggressive type and the investment preference is high income; and if the financial asset class is low net value, the client type is edge type, risk class is not carried out, and the old client does not carry out investment, the possible transacted target business types are deposit and withdrawal, life payment and the like.
In the embodiment of the invention, the label information such as risk grade, income grade and the like is preset for each type of service, and the customer picture can be matched with the label information of the service so as to predict the type of the service which the customer wants to handle.
And step 105, informing network site staff familiar with the target service type to assist the client to complete service transaction.
Specifically, a notification message can be sent to a terminal used by a website worker, and the notification message contains face information of a client and inferred business nature that the client wants to handle, so that the website worker can quickly locate the client needing service, know the requirement of the client in time and assist the client to finish business handling quickly.
In one implementation of the embodiment of the present invention, after step 105 is executed to notify a website worker familiar with the target business type to assist the customer in completing business transaction, as shown in fig. 4, the following steps 401 to 403 may also be executed:
In the embodiment of the invention, the business information transacted by the client can be acquired through the business system.
If the business handled by the client belongs to the business of the target business type, the client portrait prediction is accurate, and the client can be tried to recommend derivative financial services matched with the target business type, for example, for loyalty type clients (high-frequency large amount) or marginal clients (low-frequency small amount), cross-border financial products, cross-border commission preferential fees and other related information can be recommended to the client so as to consolidate or convert the client; for loyal customers, products with low risk, premium and low profitability can be recommended; for potential customers, the financial product related accurate marketing can be carried out for the customers; for the lost customers, the customer sales reasons and the complaint reasons are known, the reasons are analyzed, the improvement is carried out in time, and meanwhile, a saving plan is made; to the marginal customer who pays water and electricity fee to the website, can guide the customer to use cell-phone bank APP to accomplish the online reservation water and electricity fee function of paying fee, satisfy the customer demand, promote customer experience and to the impression of bank, the customer probably consequently to this function of other customer propaganda, brings potential customer, promotes this customer for loyalty type customer simultaneously, promotes the customer stickness.
Besides recommending derivative financial services to the client by the network staff, the derivative financial services can be recommended to the client through short messages, mobile banking APP notification messages and the like, and the recommendation strategy can be adjusted in time according to the feedback of the client.
As the customer demand changes along with time, after the network worker familiar with the target service type is informed to assist the customer in completing the service transaction, the service information of each transaction of the customer can be acquired; and updating the client portrait according to the service information acquired in the set time at set intervals so as to ensure that the client portrait is matched with the client to a higher degree.
The set time can be set by a worker, the client flow of the banking outlets can be referred to during the setting, and the time can be set to be shorter for the banking outlets with more client flow and more frequent business handling; for the bank outlets with less customer flow and less business handling, the time can be set to be longer.
In another implementation mode, after the customers complete the business, a report can be generated according to the business handled by the customers and the predicted target customer types for the banking staff to check, so that the banking staff can conveniently reply, find the pain points of the customers and improve the pain points so as to facilitate better subsequent customer service.
In the embodiment of the invention, a video of a client entering a bank outlet is acquired, the face information of the client shot in the video is acquired, the identity of the client is determined through the face information, a pre-drawn client portrait is acquired according to the identity of the client, and then the target service type which the client wants to transact is predicted according to the client portrait, so that the network outlet staff familiar with the target service type can assist the client to complete service transaction. Therefore, different business scenes can be distinguished, specific customer groups can be distinguished, the network worker can provide accurate service in a targeted and timely manner, the service quality of bank workers is improved, the customer satisfaction is improved, meanwhile, the dependence of the network worker on the customer familiarity can be reduced, the labor cost is reduced, and the network worker can be laid out in advance for unmanned or less-man operation of subsequent networks.
The embodiment of the invention also provides a device for providing financial services by a banking outlet, which is described in the following embodiment. Because the principle of the device for solving the problems is similar to the method for providing the financial service by the bank outlets, the implementation of the device can refer to the implementation of the method for providing the financial service by the bank outlets, and repeated parts are not described again.
As shown in fig. 5, the apparatus 500 includes an acquisition module 501, an acquisition module 502, a prediction module 503, and a communication module 504.
The acquiring module 501 is used for acquiring a client video entering a bank outlet;
the acquisition module 502 is used for reading a client video and acquiring face information of a client;
the obtaining module 501 is further configured to determine a client identity according to the face information, and obtain a client portrait corresponding to the client identity;
the prediction module 503 is used for predicting the target service type which the client wants to handle according to the client portrait;
and a communication module 504 for notifying the website staff familiar with the target service type to assist the client in completing the service transaction.
In one implementation of an embodiment of the present invention,
the acquisition module is also used for acquiring the service information transacted by the client;
the determining module is used for determining the derived financial service matched with the target service type according to the association relation between the preset financial services when the service transacted by the client belongs to the service of the target service type;
and the communication module is also used for sending a recommendation service notification to the website staff, wherein the recommendation service notification comprises the information of the derived financial services.
In an implementation manner of the embodiment of the present invention, the determining module is configured to:
calculating a face characteristic value according to the face information;
and comparing the face characteristic value with the face characteristic values of all the pre-stored clients to determine the identity of the client.
In one implementation of an embodiment of the present invention,
the acquisition module is also used for acquiring client information, the client information comprises identity information and financial behavior information of a client, and the financial behavior information comprises historical service information transacted by the client;
and the customer portrait drawing module is used for analyzing the customer types according to the customer information of each customer, drawing customer portraits, wherein the customer types comprise loyalty types, latent types, marginal types and loss types, and the customer portraits are used for reflecting the financial asset level, the customer types, the burden risk level and the investment preference of the customers.
In an implementation manner of the embodiment of the present invention, the apparatus further includes:
the index module is used for setting a client type keyword index for the client information;
and the storage module is used for classifying and storing the client information according to the keyword index.
In one implementation of an embodiment of the present invention,
the acquisition module is also used for acquiring the service information of each transaction of the client;
and the client portrait drawing module is also used for updating the client portrait according to the service information collected in the set time at intervals of the set time.
In the embodiment of the invention, a video of a client entering a bank outlet is acquired, the face information of the client shot in the video is acquired, the identity of the client is determined through the face information, a pre-drawn client portrait is acquired according to the identity of the client, and then the target service type which the client wants to transact is predicted according to the client portrait, so that the network outlet staff familiar with the target service type can assist the client to complete service transaction. Therefore, different business scenes can be distinguished, specific customer groups can be distinguished, the website workers can provide accurate service in a targeted and timely manner, the service quality of bank workers is improved, the customer satisfaction degree is improved, meanwhile, the dependence of the website workers on the customer familiarity degree can be reduced, the labor cost is reduced, and the website can be laid out in advance for unmanned or less-man operation of subsequent websites.
An embodiment of the present invention further provides a computer device, and fig. 6 is a schematic diagram of the computer device in the embodiment of the present invention, where the computer device is capable of implementing all steps in the method for providing financial services by a banking outlet in the embodiment of the present invention, and the computer device specifically includes the following contents:
a processor (processor)601, a memory (memory)602, a communication Interface (Communications Interface)603, and a communication bus 604;
the processor 601, the memory 602 and the communication interface 603 complete mutual communication through the communication bus 604; the communication interface 603 is used for implementing information transmission between related devices;
the processor 601 is used for calling the computer program in the memory 602, and when the processor executes the computer program, the processor implements the method for providing financial services by a banking outlet in the above embodiments.
An embodiment of the present invention further provides a computer-readable storage medium, where a computer program is stored, and when the computer program is executed by a processor, the computer program implements the method for providing financial services by a banking outlet.
An embodiment of the present invention further provides a computer program product, where the computer program product includes a computer program, and when the computer program is executed by a processor, the computer program implements the method for providing financial services by a banking outlet.
As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, system, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
The above-mentioned embodiments are intended to illustrate the objects, technical solutions and advantages of the present invention in further detail, and it should be understood that the above-mentioned embodiments are only exemplary embodiments of the present invention, and are not intended to limit the scope of the present invention, and any modifications, equivalent substitutions, improvements and the like made within the spirit and principle of the present invention should be included in the scope of the present invention.
Claims (11)
1. A method for providing financial services at a banking outlet, the method comprising:
acquiring a client video entering a bank outlet;
reading the client video and collecting the face information of the client;
determining the identity of a client according to the face information, and acquiring a client portrait corresponding to the identity of the client;
predicting the target service type which the client wants to transact according to the client figure;
and informing network operators familiar with the target service type to assist the client in completing service transaction.
2. The method of claim 1, wherein after notifying a site worker familiar with the target business type to assist the customer in completing the business transaction, the method further comprises:
acquiring service information transacted by a client this time;
if the business handled by the client at this time belongs to the business of the target business type, determining derived financial services matched with the target business type according to the association relation between the preset financial services;
and sending a recommendation service notification to the website staff, wherein the recommendation service notification comprises information of the derived financial services.
3. The method of claim 1, wherein determining the identity of the client based on the face information comprises:
calculating a face characteristic value according to the face information;
and comparing the face characteristic value with the face characteristic values of all the pre-stored clients to determine the identity of the client.
4. A method as claimed in any one of claims 1 to 3, wherein prior to obtaining a customer representation corresponding to a customer identity, the method further comprises:
collecting client information, wherein the client information comprises identity information and financial behavior information of a client, and the financial behavior information comprises historical service information transacted by the client;
and analyzing the customer types including loyalty type, latent type, marginal type and attrition type according to the customer information of each customer, and drawing a customer portrait for reflecting the financial asset level, the customer type, the burden risk level and the investment preference of the customer.
5. The method of claim 4, wherein after analyzing the customer type, rendered customer representation based on customer information for each customer, the method further comprises:
setting a client type keyword index for client information;
and classifying and storing the client information according to the keyword index.
6. The method of claim 4, wherein after notifying a site worker familiar with the target business type to assist the customer in completing the business transaction, the method further comprises:
acquiring service information of each transaction of a client;
and updating the client portrait according to the service information collected in the set time at each set time interval.
7. An apparatus for providing financial services from a banking outlet, the apparatus comprising:
the acquisition module is used for acquiring a client video entering a bank outlet;
the acquisition module is used for reading the client video and acquiring the face information of the client;
the acquisition module is also used for determining the identity of the client according to the face information and acquiring a client portrait corresponding to the identity of the client;
the prediction module is used for predicting the target service type which the client wants to transact according to the client figure;
and the communication module is used for informing network site staff familiar with the target service type to assist the client in completing service handling.
8. The apparatus of claim 7,
the acquisition module is also used for acquiring the service information transacted by the client;
the determining module is used for determining the derived financial service matched with the target service type according to the association relation between the preset financial services when the service transacted by the client belongs to the service of the target service type;
and the communication module is also used for sending a recommendation service notification to the website staff, wherein the recommendation service notification contains information of the derived financial services.
9. A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor implements the method of any one of claims 1 to 6 when executing the computer program.
10. A computer-readable storage medium, characterized in that it stores a computer program for executing the method of any one of claims 1 to 6.
11. A computer program product, characterized in that the computer program product comprises a computer program which, when being executed by a processor, carries out the method of any one of claims 1 to 6.
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| TWI848756B (en) * | 2023-06-28 | 2024-07-11 | 華南商業銀行股份有限公司 | Financial transaction scheduling system |
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