CN114553838A - Method, system and server for implementing remote service handling - Google Patents
Method, system and server for implementing remote service handling Download PDFInfo
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Abstract
The invention provides a method, a system and a server for realizing remote service handling, wherein the method for realizing remote service handling comprises the following steps: after receiving a login request sent by a remote client for logging in a virtual business hall, sending a business handling interface of the virtual business hall to the remote client; after the service handling interface is sent, if an audio/video session establishment request is received, establishing a real-time audio/video session between the remote client and an AI video teller; and in the process of carrying out real-time audio and video conversation between the remote client and the AI video teller, if a switching request for switching to the artificial video teller is received, disconnecting the real-time audio and video conversation between the remote client and the AI video teller and establishing the real-time audio and video conversation between the remote client and the artificial video teller. The invention can improve the handling efficiency of the online service.
Description
Technical Field
The embodiment of the invention relates to the technical field of communication, in particular to a method, a system and a server for realizing remote service handling.
Background
During epidemic situations, the people are reduced to be gathered into epidemic prevention consensus. For this reason, many enterprises and organizations adopt online business processing to ensure the orderly development of businesses, such as banks and other organizations that need to handle businesses in business halls before.
However, the existing online processing services are simple services which do not need excessive guidance, and for services with complex flow, if the services are processed online, the processing process of a client is easy to make mistakes, so that the services need to be processed online and offline, and the efficiency is low.
Disclosure of Invention
The embodiment of the invention provides a method, a system and a server for realizing remote service handling, which are used for solving the problem that errors are easy to occur in the online handling process of services with complex processes.
In order to solve the technical problem, the invention is realized as follows:
in a first aspect, an embodiment of the present invention provides a method for implementing remote service handling, where after receiving a login request sent by a remote client for logging in a virtual business hall, a service handling interface of the virtual business hall is sent to the remote client;
after the service handling interface is sent, if an audio/video session establishment request is received, establishing a real-time audio/video session between the remote client and an AI video teller;
and in the process of carrying out real-time audio and video conversation between the remote client and the AI video teller, if a switching request for switching to the artificial video teller is received, disconnecting the real-time audio and video conversation between the remote client and the AI video teller and establishing the real-time audio and video conversation between the remote client and the artificial video teller.
Optionally, the establishing a real-time audio/video session between the remote client and the AI video teller further includes:
receiving audio and video information uploaded by the remote client;
executing service handling operation based on the audio and video information and generating an operation interface;
and sending the operation interface to the remote client.
Optionally, the establishing a real-time audio/video session between the remote client and the manual video teller further includes:
generating an operation interface based on the business handling operation executed by the manual video teller;
and sending the operation interface to the remote client.
Optionally, the real-time audio/video session establishment request is automatically generated when a business process is executed to a link requiring audio/video session, or the remote client clicks a first call control under the business handling interface based on a client to generate the request;
the switching request is generated by the AI video teller which cannot process the current service or the service needs to be switched to the artificial video teller or the remote client based on the client clicking a second call control under the service handling interface.
Optionally, the method further includes:
before the remote client performs real-time audio and video conversation with an AI video teller and/or an artificial video teller, and/or during the real-time audio and video conversation, the identity of a client using the remote client is identified by adopting an optical character identification technology and/or a biological identification technology; the biometric identification technique includes at least one of: face recognition, living body detection, voiceprint recognition, fingerprint recognition and eye recognition.
Optionally, identifying the client using the remote client by using an optical character recognition technology and/or a biometric recognition technology, including:
acquiring an identity document of a client sent by the remote client, identifying the identity document, and acquiring identity information of the client, wherein the identity information comprises a name and an identity card number;
acquiring a signature sheet sent by the remote client;
performing handwriting recognition on the signature list by adopting an optical character recognition technology to obtain a signature name;
carrying out similarity judgment on the signature name and the name on the identity document;
if the similarity exceeds a first preset threshold, confirming that the audit is passed;
and if the similarity does not exceed the first preset threshold, entering a manual auditing process.
Optionally, the service handling interface includes preset characters;
the method for identifying the client using the remote client by adopting the optical character recognition technology and/or the biological recognition technology comprises the following steps:
acquiring voice information of the preset characters read by a client sent by the remote client, extracting voiceprint characteristic information of the client from the voice information and storing the voiceprint characteristic information;
identifying a client using the remote client using optical character recognition technology and/or biometric recognition technology comprises:
randomly or periodically acquiring voice information of a client, extracting voiceprint characteristic information of the acquired voice information, and comparing the voiceprint characteristic information with stored voiceprint characteristic information;
and if the voiceprint comparison result is smaller than a second preset threshold value, acquiring the voice information of the client again to perform voiceprint information comparison, and if the voiceprint comparison result is still smaller than the second preset threshold value and is in an AI video teller mode, automatically switching to an artificial video teller mode.
Optionally, identifying the client using the remote client by using an optical character recognition technology and/or a biometric recognition technology, including:
determining the service security level of the business transacted by the client according to the business type of the business transacted by the client;
and according to the service security level of the business handled by the client, identifying the identity of the client by adopting different verification modes, wherein the identity identification technologies adopted under the different verification modes are different.
Optionally, identifying the client using the remote client by using an optical character recognition technology and/or a biometric recognition technology, including:
if the client does not handle the service by himself or herself, the authority of the client for remotely handling the service by the account is locked, and the client is called or a short message is sent to the bound mobile phone number;
and if the client needs to give an alarm, dialing an alarm call, and providing the acquired video for handling the service and/or the terminal location of the impersonated user.
Optionally, the method further includes:
acquiring voice information uploaded by the remote client in the process of real-time audio and video conversation between the remote client and an AI video teller and/or between the remote client and an artificial video teller;
and if the preset sensitive words exist in the voice information, entering a manual auditing process.
In a second aspect, an embodiment of the present invention provides a system for implementing remote service handling, including:
the system comprises a first receiving module, a second receiving module and a third receiving module, wherein the first receiving module is used for sending a service handling interface of a virtual business hall to a remote client after receiving a login request which is sent by the remote client and used for logging in the virtual business hall;
the first establishing module is used for establishing a real-time audio and video session between the remote client and the AI video teller if an audio and video session establishing request is received after the service handling interface is sent;
and the second establishing module is used for disconnecting the real-time audio and video session between the remote client and the AI video teller and establishing the real-time audio and video session between the remote client and the AI video teller if a switching request for switching to the artificial video teller is received in the process of carrying out the real-time audio and video session between the remote client and the AI video teller.
In a third aspect, an embodiment of the present invention provides a server, including: the system comprises a processor, a memory and a program which is stored on the memory and can run on the processor, wherein the program realizes the steps of the implementation method of the remote service handling when being executed by the processor.
In a fourth aspect, an embodiment of the present invention provides a computer-readable storage medium, where a computer program is stored on the computer-readable storage medium, and when the computer program is executed by a processor, the steps of the method for implementing remote service transaction are implemented.
In the embodiment of the invention, in the online service handling process, the video teller guides the client to handle the service online through connecting with the video teller, thereby improving the handling efficiency of the complex service, and meanwhile, the service is handled through connecting with the AI video teller and then connecting with the manual video teller when required, thereby avoiding the service delay caused by the fact that fewer personnel cannot respond in time and further improving the handling efficiency of the online service.
Drawings
Various other advantages and benefits will become apparent to those of ordinary skill in the art upon reading the following detailed description of the preferred embodiments. The drawings are only for purposes of illustrating the preferred embodiments and are not to be construed as limiting the invention. Also, like reference numerals are used to refer to like parts throughout the drawings. In the drawings:
FIG. 1 is a schematic flow chart of a method for implementing remote service transaction according to an embodiment of the present invention;
fig. 2 is a schematic flow chart of a method for implementing remote service handling in the first service mode according to the embodiment of the present invention;
FIG. 3 is a schematic flow chart of a method for implementing remote service handling in the service mode two according to an embodiment of the present invention;
FIG. 4 is a schematic structural diagram of a system for implementing remote service transaction according to an embodiment of the present invention;
fig. 5 is a schematic structural diagram of a server 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 some, not all, embodiments of the present invention. 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.
Referring to fig. 1, an embodiment of the present application provides an implementation method for remote service handling, which is applied to a server, and the implementation method includes:
step 11: after receiving a login request sent by a remote client for logging in a virtual business hall, sending a business handling interface of the virtual business hall to the remote client;
in the embodiment of the invention, a client using a remote client can open an Application (APP) of a virtual business hall or input a login website of the virtual business hall on a browser, enter a login interface of the virtual business hall and input login information such as a client name, a password and the like, and the remote client generates a login request for logging in the virtual business hall according to the login information and sends the login request to a server. And after the server receives the login request, if the login information is verified to be correct, the server sends a service transaction interface of the virtual business hall to the remote client.
In the embodiment of the invention, the virtual business hall can be a virtual business hall of an organization such as a bank, a communication operator and the like.
Step 12: after the service handling interface is sent, if an audio/video session establishment request is received, establishing a real-time audio/video session between the remote client and an AI (Artificial Intelligence) video teller;
in the embodiment of the invention, the AI video teller is a virtual teller constructed based on a natural language understanding technology and can be used for standard flow and dialect and/or fixed scene business processing, such as remote initial review of loan, remote face-to-face signing of loan and the like.
When online services with complex processes need to be handled, an audio/video session needs to be established to guide the operation of a client. However, the number of the manual video tellers is limited, and when a large number of clients need to handle remote services, the manual video tellers may not be connected in time, so that the clients need to wait, thereby reducing the service handling efficiency. In the embodiment of the invention, when the audio and video session is needed, the AI video teller is firstly connected with the client and the client is guided by the AI video teller to carry out the service processing of the standard flow and/or the fixed scene, thereby avoiding the client waiting and improving the handling efficiency.
Step 13: and in the process of carrying out real-time audio and video conversation between the remote client and the AI video teller, if a switching request for switching to the artificial video teller is received, disconnecting the real-time audio and video conversation between the remote client and the AI video teller and establishing the real-time audio and video conversation between the remote client and the artificial video teller.
Because the AI video teller is a virtual teller and has limited processing capacity, the real-time audio and video session between the remote client and the artificial video teller can be established according to the needs (business process needs and/or customer needs) in the process of carrying out the real-time audio and video session between the remote client and the AI video teller, thereby meeting more complex business requirements.
In the embodiment of the invention, remote service handling can be realized, the physical and space limitations are broken through, and a client can handle the service which can be handled only by an offline network point originally at any place through the mobile terminal, so that the service handling convenience is improved, and the zero-contact service requirement under epidemic situations is met. In-process is handled to online business, through being connected with the video teller, handle the business by the video teller guide client online to improve the efficiency of handling of complicated business, simultaneously, handle the business through being connected with AI video teller earlier, when needing again with artifical video teller line, with the mode that AI video teller and artifical video teller combine, can avoid because the less business delay that can't in time respond and arouse of personnel, further improve the efficiency of handling of online business.
In the embodiment of the invention, the business handling can be carried out through the following two business modes:
firstly, a business mode one: under a service handling interface, a client autonomously processes a service according to the prompt of the handling interface, inputs relevant service handling data, and accesses a video teller when audio and video conversation is required (for example, video witness is required);
II, service mode II: the client directly establishes audio and video conversation under the service handling interface according to the control provided by the service handling interface, and can dictate when handling the service, and the operation of handling the service is completed by the video teller.
The above two service modes are described in detail below.
The first service mode is as follows:
as shown in fig. 2, the business process includes the following steps:
step 21: the client opens a virtual business hall APP of a remote client (such as a mobile phone), inputs login information, and the remote client generates a login request for logging in the virtual business hall according to the login information and sends the login request to the server. And after the server receives the login request, if the login information is verified to be correct, the server sends a service transaction interface of the virtual business hall to the remote client.
Step 22: the remote client displays a service handling interface, and a client can select a service to be handled under the service handling interface and input relevant service handling data according to the prompt of the service handling interface; the server receives the business handling related data which is input by the remote client under the business handling interface; and executing the business handling operation based on the business handling related data.
Step 23: when the business process is executed to a link (such as video witness) needing audio and video conversation, or a client clicks a first call control under the business handling interface, a remote client generates a real-time audio and video conversation establishment request and sends the request to a server; the server establishes a real-time audio and video session between the remote client and the AI video teller to complete fixed scene service processing;
step 24: and in an optional step, when the AI video teller cannot process the current service or the service needs to be transferred to the artificial video teller or a client clicks a second call control under a service handling interface, the server establishes a real-time audio/video session between the remote client and the artificial video teller to complete the complex scene service processing.
Step 25: after the required service processing is completed, the server disconnects the on-hook request based on the remote client or a video teller (AI video teller or an artificial video teller), disconnects the real-time audio and video session between the remote client and the artificial video teller, and the client can continue to handle the service at the remote client until the service is completed.
And a second service mode:
as shown in fig. 3, the business process includes the following steps:
step 31: the client opens a virtual business hall APP of a remote client (such as a mobile phone), inputs login information, and the remote client generates a login request for logging in the virtual business hall according to the login information and sends the login request to the server. And after the server receives the login request, if the login information is verified to be correct, the server sends a service transaction interface of the virtual business hall to the remote client.
Step 32: the remote client displays a service handling interface, a client can click a first call control under the service handling interface, and the remote client generates a real-time audio and video session establishment request and sends the request to the server; the server establishes a real-time audio and video session between the remote client and the AI video teller, and in the process of business handling, the client only needs to speak, and the AI video teller finishes the input of relevant business handling data, video witness and the like to finish fixed scene business handling, like in an entity business hall;
step 34: and as an optional step, when the AI video teller cannot process the current service or the service needs to be transferred to the artificial video teller or a client clicks a second call control under a service handling interface, the server establishes a real-time audio/video session between the remote client and the artificial video teller to complete the service processing of the complex scene.
Step 35: after the required service processing is completed, the server disconnects the real-time audio and video session based on the remote client or the artificial video teller based on the on-hook request of the remote client or the video teller (AI video teller or the artificial video teller), and the service processing is completed.
In the foregoing embodiment, after the establishing of the real-time audio/video session between the remote client and the AI video teller, the method further includes:
step 121: the server receives the audio and video information uploaded by the remote client;
step 122: the server executes service handling operation based on the audio and video information and generates an operation interface;
step 123: and the server sends the operation interface to the remote client.
The AI video teller identifies the audio and video information uploaded by the remote client, completes service transaction, generates a corresponding operation interface and sends the operation interface to the remote client for confirmation, such as signature confirmation and the like.
In the foregoing embodiment, after the establishing of the real-time audio/video session between the remote client and the manual video teller, the method further includes:
step 131: generating an operation interface based on the business handling operation executed by the manual video teller;
step 132: and sending the operation interface to the remote client.
The manual video teller completes service transaction according to the information provided by the user dictation or AI video teller, generates a corresponding operation interface and sends the operation interface to a remote client for confirmation, such as signature confirmation and the like.
In the foregoing embodiment, it can be seen that, optionally, the real-time audio/video session establishment request for establishing the real-time audio/video session between the AI video teller and the remote client is automatically generated when the business process is executed to a link that needs to perform the audio/video session, or the remote client is generated based on a client clicking a first call control under the business handling interface.
In the foregoing embodiment, it can be seen that, optionally, the forwarding request for establishing a real-time audio/video session between the artificial video teller and the remote client is generated by the AI video teller when the AI video teller cannot process the current service or the service needs to be forwarded to the artificial video teller or the remote client clicks the second call control in the service handling interface.
In order to ensure the authenticity and validity of the client identity and the authenticity and will of the client, in the embodiment of the present invention, optionally, the implementation method of remote service handling further includes: before the remote client performs real-time audio and video session with an AI video teller and/or an artificial video teller, and/or during the real-time audio and video session, an Optical Character Recognition (OCR) technology and/or a biological Recognition technology are/is adopted to perform identity Recognition on a client using the remote client. The method can provide safer guarantee for the online business by combining the optical character recognition technology and the biological recognition technology, and can be used as an effective means for dealing with real identity and authenticity willingness check of the business.
In an embodiment of the present invention, optionally, the biometric technology includes at least one of the following: face recognition, living body detection, voiceprint recognition, fingerprint recognition and eye recognition.
In the embodiment of the invention, optionally, during face recognition, video frame data can be extracted from a video stream of a client, and face comparison is carried out on a face in an identity document provided by the client based on a face recognition comparison algorithm to confirm that a transacted person is the client.
In the embodiment of the invention, optionally, during the live body detection, video frame data can be extracted from the video stream of the client, and the live body detection is carried out based on the live body detection algorithm, so that the situation that other people handle the business by holding the photos of the client is prevented.
In the embodiment of the present invention, optionally, during voiceprint recognition, a preset text may be provided in advance on a service transaction interface for a client to read, voice information of the preset text read by the client sent by a remote client is obtained, voiceprint feature information of the client is extracted from the voice information and stored, then, during the service transaction process, the voice information of the client may be obtained randomly or periodically (for example, 10 to 20 seconds), the voiceprint feature information of the obtained voice information is extracted and compared with the stored voiceprint feature information to determine whether the person is the same person, a second preset threshold (for example, set to 0.8) may be set, if the voiceprint comparison result is smaller than the second preset threshold, a certain inquiry prompt may be given, the voice information of the client is obtained again for voiceprint information comparison, if the voiceprint comparison result is still smaller than the second preset threshold, when the service transaction interface is in an AI video teller mode, automatically switching to a manual video teller mode, and manually checking whether the transacted client is the client for verifying the identity card again through the real-time video image. If the voiceprint comparison result is larger than a second preset threshold value, the same person is considered, and the subsequent steps are continuously executed.
In the embodiment of the invention, certificate recognition, character recognition and/or handwriting recognition can be carried out based on an optical character recognition technology.
In the embodiment of the present invention, optionally, a phrase or a scheme may also be identified. Specifically, a phonetic library of the dialect and the minor language can be stored, and the extracted speech information of the client is compared with the information in the library to confirm the speech content of the client.
In an embodiment of the present invention, optionally, identifying an identity of a client using the remote client by using an optical character recognition technology and/or a biometric recognition technology includes:
step 41: acquiring an identity document of a client sent by the remote client, identifying the identity document, and acquiring identity information of the client, wherein the identity information comprises a name and an identity card number;
step 42: acquiring a signature sheet sent by the remote client;
step 43: performing handwriting recognition on the signature list by adopting an optical character recognition technology to obtain a signature name;
step 44: carrying out similarity judgment on the signature name and the name on the identity document;
step 45: if the similarity exceeds a first preset threshold, confirming that the audit is passed;
in this embodiment of the present invention, optionally, different services may have different first preset thresholds.
Step 46: and if the similarity does not exceed the first preset threshold, entering a manual auditing process.
In this embodiment of the present invention, optionally, the method for implementing remote service handling further includes:
step 51: acquiring voice information uploaded by the remote client in the process of real-time audio and video conversation between the remote client and an AI video teller and/or between the remote client and an artificial video teller;
step 52: and if the preset sensitive words exist in the voice information, entering a manual auditing process.
In the embodiment of the invention, sensitive words such as illegal words, < 35881 >, abuse words and the like can be preset, and when the preset sensitive words are detected in the voice information of the user, manual review can be carried out, and subsequent processing can be carried out according to specific conditions, so that complaints of the customer can be obtained in time and fed back.
In an embodiment of the present invention, optionally, identifying an identity of a client using the remote client by using an optical character recognition technology and/or a biometric recognition technology includes:
determining the service security level of the business transacted by the client according to the business type of the business transacted by the client;
and according to the service security level of the business handled by the client, identifying the identity of the client by adopting different verification modes, wherein the identity identification technologies adopted under the different verification modes are different.
Namely, different services adopt different security verification modes, and services with higher security requirements can be verified by setting a mode of combining multiple identity verification modes.
For example, if the service security level is 1, such as personal customer information modification, password resetting, large amount of money transfer and other services, mixed verification of face recognition, fingerprint recognition, iris recognition, handwriting recognition and other modes is started. For example, in the service transaction stage 1, after a client selects service transaction, face image acquisition is performed in real time to perform face recognition, and a fingerprint recognition function is called; or after the face image is collected, face recognition and iris recognition are carried out, if the identities of the two recognition methods are consistent with those of the stored user, the next business transaction stage 2 is passed through verification, a specific business transaction stage is entered, when the client finally initiates and completes the specific business, the client is prompted to sign, the consistency of the client signature and the stored signature is compared, if the similarity exceeds a set threshold, the client is proved to be the user, and the final transaction is successfully carried out.
If the service security level is 2, for example, financial and deposit services are purchased, 2 ways of face recognition and handwriting recognition mixed verification are started.
If the business security level is 3, for example, the logistics distribution is carried out after the bill inquiry and the deposit certification are made, the verification can be carried out by only starting the face recognition mode.
In this embodiment of the present invention, optionally, after identifying the identity of the client using the remote client by using an optical character recognition technology and/or a biometric recognition technology, the method further includes:
if the client does not handle the service by himself or herself, the authority of the client for remotely handling the service by the account is locked, and the client is called or a short message is sent to the bound mobile phone number;
and if the client needs to give an alarm, dialing an alarm call, and providing the acquired video for handling the service and/or the terminal location of the impersonated user.
The following describes an example of a process of the method for implementing remote service handling according to the present invention by taking a "service to public account" scenario of a bank as an example, where a public account needs to be handled offline from a bank website at present, in the method for implementing remote service handling according to the present invention, offline handling of the public account is moved to online handling, and the flow is as follows:
step 61: the client opens a virtual business hall APP of a remote client (such as a mobile phone), inputs login information, and the remote client generates a login request for logging in the virtual business hall according to the login information and sends the login request to the server. And after the server receives the login request, if the login information is verified to be correct, the server sends a service transaction interface of the virtual business hall to the remote client. After a client selects a public service on a service handling interface, a remote client sends request information of an official service to a server, the server receives the request information of the official service, generates an interface of the official service and sends the interface of the official service to the remote client, the official service needs to be identified by an identity card at first, so that the client is prompted to be required to upload the identity card in the interface of the official service, the server automatically identifies information such as a real name, an identity card number, an identity card validity period and the like in the identity card after receiving an identity card photo, the filling of the identity information in the interface of the official service is automatically completed, and the client clicks to confirm to carry out the next step after checking.
Step 62: a face recognition link: the server controls the remote client to open the camera to collect the face photos of the client and upload the face photos to the server, the face recognition technology is used for carrying out face online recognition, in order to prevent the face photos from being falsely named, living body detection is required while face recognition is carried out, namely, the collected faces are verified to come from living bodies instead of static photos, the authenticity of the client identity is automatically verified through face recognition, networking verification and authentication are completed with identity card information, and the authenticity of the client identity is ensured.
And step 63: video witness links: after the identity authentication is completed in step 62, a video witness link is entered, the server automatically establishes a real-time audio/video session between the remote client and the video teller, and the video call between the AI video teller (an unreal bank teller, displayed in a robot image) and the remote client is connected by default, so that the wishes of the public user and the wishes of the client are confirmed, and the wishes confirm that the session is fixed, so that the AI video teller and the client perform video oral confirmation.
In the whole video witness link, the server can extract a face picture of a client from the image of the video call every 5-10 s, recognize the face and compare the face picture with the face picture acquired in the step 61 during authentication to confirm that the transacted person is the client himself/herself during authentication, record video pictures and sounds of the video call, store image data, effectively prevent risks and standardize the operation flow.
Step 64: signature confirmation: after the client finishes 'will of the public user's words, the server sends the signature sheet to an APP interface of a remote client in a picture form, signature confirmation is carried out in the video witness process, the client writes and signs and confirms in the signature sheet by hand, the APP sends the signature sheet to the server in the picture form, the server firstly starts an OCR algorithm to carry out handwriting recognition, the signature name is recognized and compared with the real name in the identity card recognized in the step 61, whether manual examination needs to be carried out or not is judged according to the similarity value, different similarity thresholds can be set according to different services with different risk degrees, a service with a higher risk coefficient sets a similarity threshold teaching, for example, 0.9, and a service with a lower risk coefficient sets a similarity threshold, for example, 0.8.
If the server recognizes the client handwriting by adopting an OCR algorithm, the client handwriting is as follows: and thirdly, the identified similarity is 0.76, the manual examination process is carried out, whether the name of the signature of the client is the name on the identity card of the client is examined manually, the picture of the signature sheet is kept after the examination is passed, the intention of the public account is confirmed, if the name of the signature of the client is not the name on the identity card of the client, the AI video teller is automatically switched into a manual video teller (a real bank video teller), whether the signature is correct or not is confirmed in the video witness link and the client, whether the signature is three persons is opened, and if the signature is a wrong signature, the signature confirmation sheet is sent to the client again for signature confirmation.
If the server recognizes the client handwriting by adopting an OCR algorithm, the client handwriting is as follows: and thirdly, if the identified similarity is 0.89, the signature confirmation passes examination, and the signature list picture is kept to finish the confirmation of the desire to open an account.
Referring to fig. 4, an embodiment of the present invention further provides a system 400 for implementing remote service transaction, including:
the first receiving module 401 is configured to send a service handling interface of a virtual business hall to a remote client after receiving a login request sent by the remote client for logging in the virtual business hall;
a first establishing module 402, configured to, after sending the service handling interface, if an audio/video session establishing request is received, establish a real-time audio/video session between the remote client and an AI video teller;
a second establishing module 403, configured to, in the process of performing a real-time audio/video session between the remote client and the AI video teller, disconnect the real-time audio/video session between the remote client and the AI video teller and establish the real-time audio/video session between the remote client and the AI video teller if a transfer request transferred to the artificial video teller is received.
Optionally, the implementation system 400 for remote service handling further includes:
the second receiving module is used for receiving the audio and video information uploaded by the remote client;
the first generation module is used for executing business handling operation based on the audio and video information and generating an operation interface;
and the first sending module is used for sending the operation interface to the remote client.
Optionally, the implementation system 400 for remote service handling further includes:
the second generation module is used for generating an operation interface based on the business handling operation executed by the manual video teller;
and the second sending module is used for sending the operation interface to the remote client.
Optionally, the real-time audio/video session establishment request is automatically generated when a business process is executed to a link requiring audio/video session, or the remote client clicks a first call control in the business handling interface based on a client.
Optionally, the forwarding request is generated by the AI video teller not being able to process the current service or the service needing to be forwarded to the manual video teller or the remote client based on a client clicking a second call control under the service handling interface.
Optionally, the implementation system 400 for remote service handling further includes:
and the identity recognition module is used for carrying out identity recognition on a client using the remote client by adopting an optical character recognition technology and/or a biological recognition technology before the remote client carries out real-time audio and video conversation with an AI video teller and/or an artificial video teller and/or in the process of carrying out real-time audio and video conversation.
Optionally, the biometric identification technique comprises at least one of: face recognition, living body detection, voiceprint recognition, fingerprint recognition and eye recognition.
Optionally, the identity recognition module is configured to obtain an identity document of the client sent by the remote client, recognize the identity document, and obtain identity information of the client, where the identity information includes a name and an identity card number; acquiring a signature sheet sent by the remote client; performing handwriting recognition on the signature list by adopting an optical character recognition technology to obtain a signature name; carrying out similarity judgment on the signature name and the name on the identity document; if the similarity exceeds a first preset threshold, confirming that the audit is passed; and if the similarity does not exceed the first preset threshold, entering a manual auditing process.
Optionally, the service handling interface includes preset characters; the identity recognition module is used for acquiring voice information of the preset characters read by the client sent by the remote client, extracting voiceprint characteristic information of the client from the voice information and storing the voiceprint characteristic information; randomly or periodically acquiring voice information of a client, extracting voiceprint characteristic information of the acquired voice information, and comparing the voiceprint characteristic information with stored voiceprint characteristic information; and if the voiceprint comparison result is smaller than a second preset threshold value, acquiring the voice information of the client again to perform voiceprint information comparison, and if the voiceprint comparison result is still smaller than the second preset threshold value and is in an AI video teller mode, automatically switching to an artificial video teller mode.
Optionally, the identity module is configured to determine a service security level of a service handled by a client according to a service type of the service handled by the client; and according to the service security level of the business handled by the client, identifying the identity of the client by adopting different verification modes, wherein the identity identification technologies adopted under the different verification modes are different.
Optionally, the implementation system 400 for remote service handling further includes:
the warning module is used for locking the authority of the account number of the client for remotely handling the service and dialing the phone number or sending a short message to the bound mobile phone number of the client if the client does not handle the service per se; and if the client needs to give an alarm, dialing an alarm call, and providing the acquired video for handling the service and/or the terminal location of the impersonated user.
Optionally, the implementation system 400 for remote service handling further includes:
the acquisition module is used for acquiring voice information uploaded by the remote client in the process of real-time audio and video conversation between the remote client and an AI video teller and/or between the remote client and an artificial video teller;
and the auditing module is used for entering a manual auditing process if the preset sensitive words exist in the voice information.
As shown in fig. 5, an embodiment of the present application further provides a server 500, which includes a processor 501 and a memory 502, where the memory 502 stores a program or an instruction that can be executed on the processor 501, and when the program or the instruction is executed by the processor 501, the steps of the embodiment of the implementation method for remote service handling are implemented, and the same technical effects can be achieved, and are not described again to avoid repetition.
The embodiment of the present application further provides a readable storage medium, where a program or an instruction is stored on the readable storage medium, and when the program or the instruction is executed by a processor, the program or the instruction implements each process of the implementation method for remote service handling, and can achieve the same technical effect, and in order to avoid repetition, details are not repeated here.
Wherein, the processor is the processor in the terminal described in the above embodiment. The readable storage medium includes a computer readable storage medium, such as a computer read only memory ROM, a random access memory RAM, a magnetic or optical disk, and the like.
While the present invention has been described with reference to the embodiments shown in the drawings, the present invention is not limited to the embodiments, which are illustrative and not restrictive, and it will be apparent to those skilled in the art that various changes and modifications can be made therein without departing from the spirit and scope of the invention as defined in the appended claims.
Claims (13)
1. A method for implementing remote service transaction is characterized by comprising the following steps:
after receiving a login request sent by a remote client for logging in a virtual business hall, sending a business handling interface of the virtual business hall to the remote client;
after the service handling interface is sent, if an audio/video session establishment request is received, establishing a real-time audio/video session between the remote client and an AI video teller;
and in the process of carrying out real-time audio and video conversation between the remote client and the AI video teller, if a switching request for switching to the artificial video teller is received, disconnecting the real-time audio and video conversation between the remote client and the AI video teller and establishing the real-time audio and video conversation between the remote client and the artificial video teller.
2. The method of claim 1, wherein establishing a real-time audio-video session between the remote client and an AI video teller is followed by:
receiving audio and video information uploaded by the remote client;
executing service handling operation based on the audio and video information and generating an operation interface;
and sending the operation interface to the remote client.
3. The method of claim 1, wherein establishing a real-time audio-video session between the remote client and an artificial video teller is followed by:
generating an operation interface based on the business handling operation executed by the manual video teller;
and sending the operation interface to the remote client.
4. The method according to any one of claims 1 to 3,
the real-time audio and video session establishment request is automatically generated when a business process is executed to a link needing audio and video session, or the real-time audio and video session establishment request is generated by the remote client based on a client clicking a first call control under the business handling interface;
the switching request cannot process the current business at the AI video teller, or the business needs to be switched to an artificial video teller, or the switching request is generated by the remote client based on a second call control clicked by a client under the business handling interface.
5. The method of claim 1, further comprising:
before the remote client performs real-time audio and video conversation with an AI video teller and/or an artificial video teller, and/or during the real-time audio and video conversation, an optical character recognition technology and/or a biological recognition technology are/is adopted to perform identity recognition on a client using the remote client, wherein the biological recognition technology comprises at least one of the following technologies: face recognition, living body detection, voiceprint recognition, fingerprint recognition and eye recognition.
6. The method of claim 5, wherein identifying the client using the remote client using optical character recognition technology and/or biometric recognition technology comprises:
acquiring an identity document of a client sent by the remote client, identifying the identity document, and acquiring identity information of the client, wherein the identity information comprises a name and an identity card number;
acquiring a signature sheet sent by the remote client;
performing handwriting recognition on the signature list by adopting an optical character recognition technology to obtain a signature name;
carrying out similarity judgment on the signature name and the name on the identity document;
if the similarity exceeds a first preset threshold, confirming that the audit is passed;
and if the similarity does not exceed the first preset threshold, entering a manual auditing process.
7. The method of claim 5, wherein the service transaction interface comprises predetermined text;
the method for identifying the client using the remote client by adopting the optical character recognition technology and/or the biological recognition technology comprises the following steps:
acquiring voice information of the preset characters read by a client sent by the remote client, extracting voiceprint characteristic information of the client from the voice information and storing the voiceprint characteristic information;
identifying a client using the remote client using optical character recognition technology and/or biometric recognition technology comprises:
randomly or periodically acquiring voice information of a client, extracting voiceprint characteristic information of the acquired voice information, and comparing the voiceprint characteristic information with stored voiceprint characteristic information;
and if the voiceprint comparison result is smaller than a second preset threshold value, acquiring the voice information of the client again to perform voiceprint information comparison, and if the voiceprint comparison result is still smaller than the second preset threshold value and is in an AI video teller mode, automatically switching to an artificial video teller mode.
8. The method of claim 5, wherein identifying the client using the remote client using optical character recognition technology and/or biometric recognition technology comprises:
determining the service security level of the business transacted by the client according to the business type of the business transacted by the client;
and according to the service security level of the business handled by the client, identifying the identity of the client by adopting different verification modes, wherein the identity identification technologies adopted under the different verification modes are different.
9. The method of claim 1, further comprising, after identifying the client using the remote client using optical character recognition technology and/or biometric recognition technology:
if the client does not handle the service by himself or herself, the authority of the client for remotely handling the service by the account is locked, and the client is called or a short message is sent to the bound mobile phone number;
and if the client needs to give an alarm, dialing an alarm call, and providing the acquired video for handling the service and/or the terminal location of the impersonated user.
10. The method of claim 1, further comprising:
acquiring voice information uploaded by the remote client in the process of real-time audio and video conversation between the remote client and an AI video teller and/or between the remote client and an artificial video teller;
and if the preset sensitive words exist in the voice information, entering a manual auditing process.
11. A system for implementing remote transaction, comprising:
the system comprises a first receiving module, a second receiving module and a third receiving module, wherein the first receiving module is used for sending a service handling interface of a virtual business hall to a remote client after receiving a login request which is sent by the remote client and used for logging in the virtual business hall;
the first establishing module is used for establishing a real-time audio and video session between the remote client and the AI video teller if an audio and video session establishing request is received after the service handling interface is sent;
and the second establishing module is used for disconnecting the real-time audio and video session between the remote client and the AI video teller and establishing the real-time audio and video session between the remote client and the AI video teller if a switching request for switching to the artificial video teller is received in the process of carrying out the real-time audio and video session between the remote client and the AI video teller.
12. A server, comprising: processor, memory and program stored on the memory and executable on the processor, which when executed by the processor implements the steps of a method of implementing a remote transaction as claimed in any of claims 1 to 10.
13. A computer-readable storage medium, characterized in that a computer program is stored on the computer-readable storage medium, which computer program, when being executed by a processor, carries out the steps of a method for carrying out a remote service transaction according to any one of claims 1 to 10.
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