CN114663095A - Method, device, equipment, medium and product for processing consultation service - Google Patents

Method, device, equipment, medium and product for processing consultation service Download PDF

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Publication number
CN114663095A
CN114663095A CN202210280743.3A CN202210280743A CN114663095A CN 114663095 A CN114663095 A CN 114663095A CN 202210280743 A CN202210280743 A CN 202210280743A CN 114663095 A CN114663095 A CN 114663095A
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China
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transaction
user
behavior
risk
processing
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CN202210280743.3A
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张傲
上官质纯
刘锦山
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China Construction Bank Corp
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China Construction Bank Corp
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Priority to CN202210280743.3A priority Critical patent/CN114663095A/en
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q20/00—Payment architectures, schemes or protocols
    • G06Q20/38—Payment protocols; Details thereof
    • G06Q20/40—Authorisation, e.g. identification of payer or payee, verification of customer or shop credentials; Review and approval of payers, e.g. check credit lines or negative lists
    • G06Q20/401—Transaction verification
    • G06Q20/4016—Transaction verification involving fraud or risk level assessment in transaction processing
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
    • G06F16/33—Querying
    • G06F16/332—Query formulation
    • G06F16/3329—Natural language query formulation or dialogue systems
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
    • G06F16/33—Querying
    • G06F16/3331—Query processing
    • G06F16/334—Query execution
    • G06F16/3343—Query execution using phonetics
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q20/00—Payment architectures, schemes or protocols
    • G06Q20/08—Payment architectures
    • G06Q20/16—Payments settled via telecommunication systems
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q20/00—Payment architectures, schemes or protocols
    • G06Q20/22—Payment schemes or models
    • G06Q20/24—Credit schemes, i.e. "pay after"
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q20/00—Payment architectures, schemes or protocols
    • G06Q20/38—Payment protocols; Details thereof
    • G06Q20/40—Authorisation, e.g. identification of payer or payee, verification of customer or shop credentials; Review and approval of payers, e.g. check credit lines or negative lists
    • G06Q20/407—Cancellation of a transaction
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/02—Banking, e.g. interest calculation or account maintenance
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/03—Credit; Loans; Processing thereof
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/04—Trading; Exchange, e.g. stocks, commodities, derivatives or currency exchange
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

The invention discloses a method, a device, equipment, a medium and a product for processing a consultation service. The invention relates to the technical field of data processing. The method comprises the following steps: if the transaction behavior of the user is detected to be suspected risk transaction, initiating soft phone consultation to the user; determining an evaluation result of a transaction behavior according to a feedback result of the soft phone consultation, and recording the evaluation result; if the voice response platform of the risk transaction verification system receives a consultation request of a user, generating an automatic response voice based on the recorded evaluation result; and carrying out service processing on the consultation request of the user according to the feedback result of the user to the automatic response voice. The technical scheme can solve the problem that suspected risk transaction information is difficult to acquire in a user call-back consultation scene, reduces the workload of customer service staff, provides convenient and effective transaction discrimination service for the user, and improves the verification efficiency of risk transaction.

Description

Method, device, equipment, medium and product for processing consultation service
Technical Field
The present invention relates to the field of data processing technologies, and in particular, to a method, an apparatus, a device, a medium, and a product for processing a consulting service.
Background
In order to guarantee the economic benefits of users, when users initiate transaction events to financial systems such as banks and the like, particularly large-amount transactions, cross-border transactions and other events, the financial systems can detect the transaction events initiated by the users so as to prevent the users from being cheated to cause economic losses.
In the prior art, for suspected risk transactions found in real-time detection, batch rule hit and other manners, financial systems such as banks and the like need to be verified by a user through manual customer service dialing a call to determine whether the transactions have risks according to verification results. In some cases, the human customer service checks with the phone of the user, and the risk situation determination of the transaction cannot be realized, for example, the user needs to hang up the phone to check the information related to the transaction, the phone of the user is not dialed, and the check is not completed because the user needs to hang up the phone when busy.
In an actual scenario, after a call is verified, a call-back scenario of a user often exists, a customer service cannot obtain associated suspected risk transaction information at the first time, the transaction information needs to be checked with the user again, and a verification process is manually recorded. The existing scheme can not flexibly react to the scenes, increases the workload of customer service staff, has low risk transaction verification efficiency, and can not provide convenient and effective transaction discrimination service for users.
Disclosure of Invention
The invention provides a method, a device, equipment, a medium and a product for processing consultation services, which are used for solving the problem that suspected risk transaction information in a call-back consultation scene of a user is difficult to obtain, reducing the workload of customer service staff, providing convenient and effective transaction judgment service for the user and improving the verification efficiency of risk transactions.
According to an aspect of the present invention, there is provided a method of processing a counseling service, the method being performed by a risk transaction verification system; the method comprises the following steps:
if the transaction behavior of the user is detected to be suspected risk transaction, initiating soft phone consultation to the user;
determining an evaluation result of the transaction behavior according to a feedback result of the soft phone consultation, and recording the evaluation result;
if the voice response platform of the risk transaction verification system receives a consultation request of a user, generating an automatic response voice based on the recorded evaluation result;
and carrying out service processing on the consultation request of the user according to the feedback result of the user to the automatic response voice.
According to another aspect of the present invention, there is provided a consultation service processing apparatus configured in a risk transaction verification system; the device comprises:
the consultation initiating module is used for initiating soft phone consultation to the user if the transaction behavior of the user is detected to be suspected risk transaction;
the evaluation result determining module is used for determining the evaluation result of the transaction behavior according to the feedback result of the soft phone consultation and recording the evaluation result;
an automatic response voice generation module, configured to generate an automatic response voice based on the recorded evaluation result if the voice response platform of the risk transaction verification system receives a consultation request of the user;
and the business processing module is used for processing the business of the consultation request of the user according to the feedback result of the user to the automatic response voice.
According to another aspect of the present invention, there is provided an electronic apparatus including:
at least one processor; and
a memory communicatively coupled to the at least one processor; wherein the content of the first and second substances,
the memory stores a computer program executable by the at least one processor, the computer program being executed by the at least one processor to enable the at least one processor to perform the method for processing counsel service according to any one of the embodiments of the present invention.
According to another aspect of the present invention, there is provided a computer-readable storage medium storing computer instructions for causing a processor to implement the method for processing counseling service according to any one of the embodiments of the present invention when the computer instructions are executed.
According to another aspect of the present invention, there is provided a computer program product comprising a computer program which, when executed by a processor, implements a method of processing counseling service according to any one of the embodiments of the present invention.
According to the technical scheme of the embodiment of the invention, the evaluation result of the transaction behavior is recorded by recording the feedback result of the verification telephone. And then, the recorded evaluation result is utilized to realize the judgment of the purpose of the call-back consultation of the user. Therefore, the method and the system can solve the problem that suspected risk transaction information is difficult to obtain in a call-back consultation scene of the user, reduce the workload of customer service staff, provide convenient and effective transaction discrimination service for the user, and improve the verification efficiency of risk transaction.
It should be understood that the statements in this section do not necessarily identify key or critical features of the embodiments of the present invention, nor do they necessarily limit the scope of the invention. Other features of the present invention will become apparent from the following description.
Drawings
In order to more clearly illustrate the technical solutions in the embodiments of the present invention, the drawings needed to be used in the description of the embodiments will be briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without creative efforts.
Fig. 1 is a flowchart of a method for processing a consultation service according to an embodiment of the present invention;
FIG. 2 is a schematic diagram illustrating a processing mode of a financial transaction consulting service according to a second embodiment of the present invention;
fig. 3 is a schematic structural diagram of a consultation service processing apparatus according to a third embodiment of the present invention;
fig. 4 is a schematic structural diagram of an electronic device implementing a method for processing a consultation service according to an embodiment of the present invention.
Detailed Description
In order to make the technical solutions of the present invention better understood, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
It should be noted that the terms "first," "second," and the like in the description and claims of the present invention and in the drawings described above are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used is interchangeable under appropriate circumstances such that the embodiments of the invention described herein are capable of operation in sequences other than those illustrated or described herein. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus. According to the technical scheme, the data acquisition, storage, use, processing and the like meet relevant regulations of national laws and regulations.
Example one
Fig. 1 is a flowchart of a method for processing a consulting service according to an embodiment of the present invention, which is applicable to a processing situation of a consulting service, especially a situation of a user calling back a phone to consult in a scenario where risk transaction verification is not completed. The method may be performed by a consultation service processing apparatus, which may be implemented in hardware and/or software, and may be configured in an electronic device.
As shown in fig. 1, the method includes:
and S110, if the transaction behavior of the user is detected to be suspected risk transaction, initiating a soft phone consultation to the user.
The present scheme may be performed by a risk transaction verification system that may include one or more services for performing transaction activity detection, softphone, voice response, and the like. In one specific example, the risk transaction verification system may include a transaction information collection service, a risk transaction detection engine service, a transaction alert processing service, a voice response service, and the like. The transaction information collection service may be configured to obtain transaction behavior information from a business system, where the transaction behavior information may include information such as a transaction amount, a transaction account, a transaction location, and a transaction commodity. The risk transaction detection engine service may be configured to perform risk detection on transaction behavior information, for example, may detect transaction information in combination with a transaction manner and a risk account list of a past fraud case. The risk transaction detection engine service can perform preliminary detection on transaction behaviors, screen out suspected risk transactions, namely transactions with risks, and give an alarm for the transactions.
The risk transaction detection engine service can generate transaction alarm information aiming at the screened suspected risk transactions, and send the transaction alarm information to the transaction alarm processing service. The transaction warning information may include a transaction number, a transaction type, account numbers of both parties in the transaction, a warning reason, and the like. The transaction alert processing service may perform specific verification of the transaction alert information, such as a telephone verification to the transaction initiator by a human customer service. In order to realize digital management on suspected risk transaction, the transaction alarm processing service can realize automation of operations such as dialing, call recording, call record storage and the like in a soft phone mode, and the working pressure of customer service personnel can be greatly reduced.
In this scheme, before detecting that the transaction behavior of the user is a suspected risk transaction, the method further includes:
and if the transaction behavior of the user is detected, determining whether the transaction behavior is suspected risk transaction or not according to the transaction behavior information and pre-acquired historical transaction data.
It is easy to understand that the risk transaction detection engine service can compare the transaction behavior information with the historical transaction data to realize the discrimination of suspected risk transaction. The historical transaction data may be risk discrimination criteria obtained by the financial system performing statistical analysis on past risk cases, and may include, for example, a risk account blacklist, a risk transaction amount threshold, a risk transaction mode list, and the like. The historical transaction data can also be transaction behavior information of past risk cases, and the risk transaction detection engine service can compare the similarity or the relevance of the current transaction behavior information and the information of the risk case transaction behavior through a risk detection algorithm, so that the risk prediction of the current transaction behavior is realized. The risk detection algorithm may include a supervised algorithm such as a twin network, and may also include an unsupervised algorithm such as a clustering algorithm.
According to the scheme, the suspected risk judgment of the current transaction behavior can be realized according to historical transaction data, the risk transaction can be screened from a large number of transaction behaviors, and the economic benefit of the user is guaranteed while the quick suspected risk transaction judgment is brought to the user.
Optionally, after determining whether the transaction behavior is a suspected risk transaction, the method further includes:
if the transaction behavior is suspected risk transaction, suspending processing of related business of the transaction behavior;
and if the transaction behavior is not suspected risk transaction, continuously processing related business of the transaction behavior.
After the suspected fraud judgment is performed on the transaction behavior, the risk transaction detection engine service can inform the service system of suspending processing of the related service of the transaction behavior for the suspected risk transaction, and avoid the economic loss of the user. If the transaction behavior is a non-suspected risk transaction, the transaction behavior is not at risk, and the business system can continue to process the related business of the transaction behavior.
According to the scheme, after the transaction behavior is judged to be suspected risk transaction, the related business processing of the transaction behavior is suspended, so that economic loss can be avoided for the user in time, and good service experience is provided for the user.
And S120, determining an evaluation result of the transaction behavior according to the feedback result of the soft phone consultation, and recording the evaluation result.
In an actual scene, the transaction alarm processing service can realize the communication between the manual customer service and the user in a soft phone mode. The softphone can provide voice service with cheap reliability and good conversation quality to users, and the function of the softphone is similar to that of a telephone except that the softphone carries out voice information transmission through an internet protocol. It can be understood that there is uncertainty in the process of human customer service and user risk transaction verification, such as the user not answering the phone, the user hanging up the phone halfway on the busy, and the user being unaware of the transaction. The manual customer service may or may not complete the investigation of the transaction behavior during the consultation process. For multiple possibilities in the soft phone consultation process, the transaction alarm processing service can determine the evaluation result of the transaction behavior according to the feedback result. The feedback result may include one or more of whether the user identity is genuine, whether the user answers all the consultation questions, whether the user feedback exists unclear, and the like. The feedback result may be a judgment made by the manual customer service after the call is ended, or a result obtained by the transaction alarm processing service through identifying and analyzing the call record. The transaction alarm processing service can judge the completeness of the call consultation and whether the transaction behavior has risks according to the feedback result, and further obtain the evaluation result of the transaction behavior.
In one possible scenario, the evaluation result of the trading behavior may include that the trading behavior is at risk, the trading behavior is not at risk, and the consultation is not completed.
After determining the evaluation result of the transaction behavior, the method further comprises:
if the evaluation result of the transaction behavior is that consultation is not finished, suspending processing of related services of the transaction behavior;
if the evaluation result of the transaction behavior indicates that the transaction behavior has risk, suspending processing of related business of the transaction behavior and freezing related accounts of the transaction behavior;
and if the evaluation result of the transaction behavior indicates that no risk exists in the transaction behavior, continuously processing the related business of the transaction behavior.
If the evaluation result of the transaction behavior is determined, that is, the call consultation process can judge whether the transaction behavior has risks, and the transaction alarm processing service can take corresponding measures according to whether the transaction behavior has risks. Specifically, if the transaction behavior is at risk, the transaction alarm processing service may suspend processing the related business of the transaction behavior, and freeze the related account of the transaction behavior, and if necessary, may also alarm to notify the police department to fix a case for investigation on the transaction behavior. If the transaction behavior has no risk, the transaction is approved by the user, and the transaction alarm processing service can continue to process the related business of the transaction behavior.
And if the evaluation result of the transaction behavior is uncertain, the evaluation result of the transaction behavior is that the consultation is not finished. The transaction alert processing service needs to initiate a consultation again to the user or wait for the user's incoming call to complete a verification process of the transaction behavior. The transaction alarm processing service can suspend processing the related business of the transaction behavior, and perform related processing on the related business of the transaction behavior after a reliable judgment conclusion is obtained.
According to the scheme, the corresponding processing scheme can be determined according to the evaluation result of the transaction behavior, so that the transaction behavior can be classified efficiently, and the reliable risk verification service can be provided for the user.
S130, if the voice response platform of the risk transaction verification system receives the consultation request of the user, generating automatic response voice based on the recorded evaluation result.
Wherein the risk transaction verification system may include a voice response platform that may be used to receive a consultation request from a user. It should be noted that the consultation request received by the voice response platform may be various, and may be a call back from a user suspected to be involved in risk transaction, or may be a conventional business inquiry not related to risk, such as a bill inquiry, a complaint, a financial product inquiry, and the like. The transaction alert processing service may determine the purpose of the user's incoming call according to the consultation request information after receiving the consultation request of the user. For example, the transaction alert processing service may check whether the user's incoming call is related to a softphone consultation based on the user's incoming call number.
If the user calls related to the soft phone consultation, the transaction alarm processing service can guide the user to complete related tasks of transaction verification or risk transaction case processing through the voice response platform according to the transaction processing flow. If the user does not relate to the soft phone consultation, the voice response platform can guide the user to carry out service processing according to the conventional consultation service.
On the basis of the above scheme, optionally, the generating an automatic response voice based on the recorded evaluation result includes:
if the evaluation result of the transaction behavior is that the consultation is not completed, generating a transaction verification response voice;
if the evaluation result of the transaction behavior is that the transaction behavior has a risk, generating a risk case business processing response voice;
and if the evaluation result of the transaction behavior indicates that no risk exists in the transaction behavior, generating a service processing response voice.
Specifically, if the voice response platform receives an incoming call of a user whose consultation is not completed, the transaction alarm processing service can call transaction behavior information of suspected risk transaction, and the voice response platform guides the user to continue to complete transaction verification tasks. For example, the voice response platform can generate a transaction verification response voice according to the transaction behavior information to realize transaction verification. The transaction verification response voice may be, for example: the respectful customer asks to verify the consumption transaction of 0 point 20 Yuan at 1 month and 1 day of the credit card with your tail number of 0000, confirms that the transaction please press 1#, denies that the transaction please press 2#, requests to press 3 for re-listening, and requests to press 0 for manual service. "
If the voice response platform receives the incoming call of the user with the transaction behavior risk, the transaction alarm processing service can call the processing information of the risk transaction case, and the voice response platform generates the risk case business processing response voice according to the processing information of the risk transaction case so as to complete the services of reporting a processing process to the user, guiding the user to cancel the transaction or guiding the user to report the case and the like.
If the voice response platform receives the user incoming call without risk in transaction behavior, the voice response platform can generate service processing response voice according to the conventional consultation service so as to guide the user to perform conventional service processing.
In the scheme, the voice response platform can generate different automatic response voices according to evaluation results of different transaction behaviors. The scheme can realize accurate division of the incoming call purpose of the user, and reduces the working pressure of manual customer service while providing targeted consultation service for the user.
And S140, carrying out service processing on the consultation request of the user according to the feedback result of the user to the automatic response voice.
The automatic answer voice can prompt the user to feed back the result through a key or a fixed answer. The voice response platform can divide the feedback result of the user and send the feedback result to each service system for service processing. For example, the transaction alert processing service may process the user's transaction behavior based on the feedback of the transaction verification response voice.
In this scenario, optionally, the transaction verification response voice may include whether to confirm the transaction;
correspondingly, the performing service processing on the consultation request of the user according to the feedback result of the user to the automatic response voice comprises:
if the feedback result is that the transaction is confirmed, the related business of the transaction behavior is continuously processed;
and if the feedback result is that the transaction is denied, suspending the processing of the related business of the transaction behavior and freezing the related account of the transaction behavior.
The scheme can realize reliable transaction behavior verification, ensure the fund safety of the user and bring good service experience for the user.
According to the technical scheme, the evaluation result of the transaction behavior is recorded by recording the feedback result of the verification telephone. And then, the recorded evaluation result is utilized to realize the judgment of the purpose of the call-back consultation of the user. Therefore, the method and the system can solve the problem that suspected risk transaction information is difficult to obtain in a call-back consultation scene of the user, reduce the workload of customer service staff, provide convenient and effective transaction discrimination service for the user, and improve the verification efficiency of risk transaction.
Example two
Fig. 2 is a schematic view of a processing mode of a financial transaction consulting service according to a second embodiment of the present invention, which is a specific example of the financial transaction consulting service applied to the second embodiment. As shown in fig. 2, the processing flow of the transaction consultation service can be roughly divided into three parts, namely confirmation of suspected risk transaction, soft phone consultation initiated by the investigator to the user, and incoming call consultation of the user.
(1) Identification of suspected risk transactions.
Taking a situation that a user uses a credit card to pay for consumption as an example, when the user uses the credit card to pay, the transaction information acquisition server acquires transaction behavior information of the user. Meanwhile, the risk transaction detection engine server acquires historical transaction data from the historical data server. It should be noted that the historical data server is a database server, and the database includes, but is not limited to, a relational database (Oracle, MySQL, etc.), a NoSQL database (Redis, Memcache, MongoDb, etc.), and a distributed file system (HDFS). The risk transaction detection engine server can analyze the transaction behavior information and the historical transaction data, and generates transaction alarm information for the transactions according with risk strategies and models. The transaction that generated the alert will be held back and the alert transaction will need further investigation.
(2) The investigator initiates a soft phone consultation with the user.
<1> initiating a call
The transaction alarm processing server inquires configuration information such as telephone IP and investigator information from the data area by reading the equipment IP of the investigator, and interacts with the soft phone server to complete soft phone login.
<2> obtaining a user telephone number
The transaction alarm processing server obtains the telephone number reserved when the user opens an account and transacts the card by associating with the user information system.
<3> outbound softphone server
And calling out the soft phone server by utilizing the example information of the currently logged soft phone to initiate a call request.
<4> hardware of calling telephone
The soft phone server processes the received call-out request, finds the target phone through the network IP, and sends a call command to the phone, and the phone rings and displays the phone number of the user to be called out.
<5> investigator receiving telephone and calling out user
The investigator receives the phone which responds, and the phone starts to call out through the network to wait for the user to answer the call.
<6> storing call records and communication results
After the call is completed, the system automatically records the current call ID, and stores the current call ID, the phone number, the user number and other information into the transaction alarm database.
(3) And (5) consulting the incoming call of the user.
<1> user identification
When an Interactive Voice Response (IVR) server receives a user call, the IVR server identifies a user who is likely to perform suspected risk transaction verification according to a dialing number of the user and performs the next judgment.
<2> identify user purpose
The IVR server requests the transaction warning processing server for inquiry, and the transaction warning processing server judges the purpose of the incoming call by inquiring data such as user information, warning information, historical communication records, call records and the like of the incoming call number.
<3> obtaining alarm information
For the incoming call needing transaction verification, user information and alarm information of the incoming call number are inquired, wherein the user information and the alarm information include but are not limited to information such as a main alarm card number, transaction time, money amount, currency and transaction type.
<4> synthesizing speech information
The IVR server synthesizes the voice information by using the voice template and the inquired dynamic information. Such as: the respected user asks to verify the consumption transaction of 0 point and 20 yuan of the credit card with the tail number of 0000 at 1 month and 1 day, confirms that the transaction is pressed to 1#, denies that the transaction is pressed to 2#, requests to listen again to and press to 3, and requests to manually serve and press to 0. "
<5> broadcasting voice to users, and feeding back information by pressing keys of users
And after the synthesized voice information is broadcasted to the user, the user performs key operation according to the prompt so as to feed back the information. And the IVR server performs subsequent operations including but not limited to confirming the result, repeatedly broadcasting voice, switching to manual service and the like according to the key feedback result of the user.
<6> recording feedback results
The IVR server sends a user key feedback result to the transaction alarm processing server, and the transaction alarm processing server records the feedback result, wherein the feedback result comprises but is not limited to confirming the transaction and denying the transaction.
<7> handling alarms
According to the result fed back by the user, the transaction alarm processing server will react. Such as: the user presses keys to feed back and confirm the transaction, and the transaction alarm processing server automatically removes the card freezing, sets a white list with a certain time limit, and the like; the user presses keys to feed back a denial transaction, the server automatically confirms the risk and converts the alarm into a risk case to carry out subsequent business processes.
According to the technical scheme, the evaluation result of the transaction behavior is recorded by recording the feedback result of the verification telephone, and the purpose of the call-back consultation of the user is judged by using the recorded evaluation result. Therefore, the method and the system can solve the problem that suspected risk transaction information in a call-back consultation scene of the user is difficult to obtain, reduce the workload of customer service staff, provide convenient and effective transaction judgment service for the user, and improve the verification efficiency of risk transaction.
EXAMPLE III
Fig. 3 is a schematic structural diagram of a consultation service processing apparatus according to a third embodiment of the present invention. As shown in fig. 3, the apparatus includes:
a consultation initiating module 310, configured to initiate a soft phone consultation to the user if it is detected that the transaction behavior of the user is a suspected risk transaction;
an evaluation result determining module 320, configured to determine an evaluation result of the transaction behavior according to the feedback result of the softphone consultation, and record the evaluation result;
an auto-answer voice generating module 330, configured to generate an auto-answer voice based on the recorded evaluation result if the voice answer platform of the risk transaction verification system receives a consultation request of the user;
and the service processing module 340 is configured to perform service processing on the consultation request of the user according to a feedback result of the user to the automatic response voice.
In this embodiment, optionally, the evaluation result of the trading behavior includes that there is a risk in the trading behavior, there is no risk in the trading behavior, and the consultation is not completed.
On the basis of the above scheme, the evaluation result determining module 320 is further configured to:
if the evaluation result of the transaction behavior is that consultation is not finished, suspending processing of related services of the transaction behavior;
if the evaluation result of the transaction behavior indicates that the transaction behavior has risk, suspending processing of related business of the transaction behavior and freezing related accounts of the transaction behavior;
and if the evaluation result of the transaction behavior indicates that no risk exists in the transaction behavior, continuously processing the related business of the transaction behavior.
In a possible solution, optionally, the auto-answer speech generation module 330 is specifically configured to:
if the evaluation result of the transaction behavior is that the consultation is not finished, generating a transaction verification response voice;
if the evaluation result of the transaction behavior is that the transaction behavior has a risk, generating a risk case business processing response voice;
and if the evaluation result of the transaction behavior indicates that no risk exists in the transaction behavior, generating a service processing response voice.
On the basis of the scheme, the transaction verification response voice comprises whether the transaction is confirmed or not;
correspondingly, the service processing module 340 is specifically configured to:
if the feedback result is that the transaction is confirmed, the related business of the transaction behavior is continuously processed;
and if the feedback result is that the transaction is denied, suspending the processing of the related business of the transaction behavior and freezing the related account of the transaction behavior.
In a preferred aspect, the apparatus further comprises:
and the suspected risk transaction determining module is used for determining whether the transaction behavior is suspected risk transaction according to the transaction behavior information and pre-acquired historical transaction data if the transaction behavior of the user is detected.
In another possible scenario, optionally, the suspected risk transaction determining module is further configured to:
if the transaction behavior is suspected risk transaction, suspending processing of related business of the transaction behavior;
and if the transaction behavior is not suspected risk transaction, continuously processing related business of the transaction behavior.
The consultation service processing device provided by the embodiment of the invention can execute the consultation service processing method provided by any embodiment of the invention, and has the corresponding functional modules and beneficial effects of the execution method.
Example four
FIG. 4 shows a schematic block diagram of an electronic device 410 that may be used to implement an embodiment of the invention. Electronic devices are intended to represent various forms of digital computers, such as laptops, desktops, workstations, personal digital assistants, servers, blade servers, mainframes, and other appropriate computers. The electronic device may also represent various forms of mobile devices, such as personal digital assistants, cellular phones, smart phones, wearable devices (e.g., helmets, glasses, watches, etc.), and other similar computing devices. The components shown herein, their connections and relationships, and their functions, are meant to be exemplary only, and are not meant to limit implementations of the inventions described and/or claimed herein.
As shown in fig. 4, the electronic device 410 includes at least one processor 411, and a memory communicatively connected to the at least one processor 411, such as a Read Only Memory (ROM)412, a Random Access Memory (RAM)413, and the like, wherein the memory stores computer programs executable by the at least one processor, and the processor 411 may perform various appropriate actions and processes according to the computer programs stored in the Read Only Memory (ROM)412 or the computer programs loaded from the storage unit 418 into the Random Access Memory (RAM) 413. In the RAM 413, various programs and data required for the operation of the electronic device 410 can also be stored. The processor 411, ROM 412, and RAM 413 are connected to each other by a bus 414. An input/output (I/O) interface 415 is also connected to bus 414.
Various components in the electronic device 410 are connected to the I/O interface 415, including: an input unit 416 such as a keyboard, a mouse, or the like; an output unit 417 such as various types of displays, speakers, and the like; a storage unit 418, such as a magnetic disk, optical disk, or the like; and a communication unit 419 such as a network card, modem, wireless communication transceiver, or the like. The communication unit 419 allows the electronic device 410 to exchange information/data with other devices through a computer network such as the internet and/or various telecommunication networks.
Processor 411 may be a variety of general and/or special purpose processing components with processing and computing capabilities. Some examples of processor 411 include, but are not limited to, a Central Processing Unit (CPU), a Graphics Processing Unit (GPU), various specialized Artificial Intelligence (AI) computing chips, various processors running machine learning model algorithms, a Digital Signal Processor (DSP), and any suitable processor, controller, microcontroller, and so forth. The processor 411 performs the respective methods and processes described above, such as a processing method of the counseling service.
In some embodiments, the method of processing advisory services can be implemented as a computer program tangibly embodied in a computer-readable storage medium, such as storage unit 418. In some embodiments, part or all of the computer program may be loaded and/or installed onto electronic device 410 via ROM 412 and/or communications unit 419. When the computer program is loaded into the RAM 413 and executed by the processor 411, one or more steps of the above-described counseling service processing method may be performed. Alternatively, in other embodiments, the processor 411 may be configured by any other suitable means (e.g., by means of firmware) to perform the processing method of the advisory service.
Various implementations of the systems and techniques described here above may be implemented in digital electronic circuitry, integrated circuitry, Field Programmable Gate Arrays (FPGAs), Application Specific Integrated Circuits (ASICs), Application Specific Standard Products (ASSPs), system on a chip (SOCs), load programmable logic devices (CPLDs), computer hardware, firmware, software, and/or combinations thereof. These various embodiments may include: implemented in one or more computer programs that are executable and/or interpretable on a programmable system including at least one programmable processor, which may be special or general purpose, receiving data and instructions from, and transmitting data and instructions to, a storage system, at least one input device, and at least one output device.
Computer programs for implementing the methods of the present invention can be written in any combination of one or more programming languages. These computer programs may be provided to a processor of a general purpose computer, special purpose computer, or other programmable data processing apparatus, such that the computer programs, when executed by the processor, cause the functions/acts specified in the flowchart and/or block diagram block or blocks to be performed. A computer program can execute entirely on a machine, partly on a machine, as a stand-alone software package partly on a machine and partly on a remote machine or entirely on a remote machine or server.
In the context of the present invention, a computer-readable storage medium may be a tangible medium that can contain, or store a computer program for use by or in connection with an instruction execution system, apparatus, or device. A computer readable storage medium may include, but is not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any suitable combination of the foregoing. Alternatively, the computer readable storage medium may be a machine readable signal medium. More specific examples of a machine-readable storage medium would include an electrical connection based on one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.
To provide for interaction with a user, the systems and techniques described here can be implemented on an electronic device having: a display device (e.g., a CRT (cathode ray tube) or LCD (liquid crystal display) monitor) for displaying information to a user; and a keyboard and a pointing device (e.g., a mouse or a trackball) by which a user can provide input to the electronic device. Other kinds of devices may also be used to provide for interaction with a user; for example, feedback provided to the user can be any form of sensory feedback (e.g., visual feedback, auditory feedback, or tactile feedback); and input from the user may be received in any form, including acoustic, speech, or tactile input.
The systems and techniques described here can be implemented in a computing system that includes a back-end component (e.g., as a data server), or that includes a middleware component (e.g., an application server), or that includes a front-end component (e.g., a user computer having a graphical user interface or a web browser through which a user can interact with an implementation of the systems and techniques described here), or any combination of such back-end, middleware, or front-end components. The components of the system can be interconnected by any form or medium of digital data communication (e.g., a communication network). Examples of communication networks include: local Area Networks (LANs), Wide Area Networks (WANs), blockchain networks, and the internet.
The computing system may include clients and servers. A client and server are generally remote from each other and typically interact through a communication network. The relationship of client and server arises by virtue of computer programs running on the respective computers and having a client-server relationship to each other. The server can be a cloud server, also called a cloud computing server or a cloud host, and is a host product in a cloud computing service system, so that the defects of high management difficulty and weak service expansibility in the traditional physical host and VPS service are overcome.
EXAMPLE five
An embodiment of the present invention further provides a computer program product, which includes a computer program, and when the computer program is executed by a processor, the method for processing a consulting service provided in any embodiment of the present application is implemented.
Computer program product in implementing the computer program code for carrying out operations of the present invention may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, Smalltalk, C + +, and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server. In the latter scenario, the remote computer may be connected to the user's computer through any type of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or the connection may be made to an external computer (for example, through the Internet using an Internet service provider).
It should be understood that various forms of the flows shown above may be used, with steps reordered, added, or deleted. For example, the steps described in the present invention may be executed in parallel, sequentially, or in different orders, and are not limited herein as long as the desired results of the technical solution of the present invention can be achieved.
The above-described embodiments should not be construed as limiting the scope of the invention. It should be understood by those skilled in the art that various modifications, combinations, sub-combinations and substitutions may be made in accordance with design requirements and other factors. Any modification, equivalent replacement, and improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.

Claims (11)

1. A method for processing counseling service, wherein the method is executed by a risk transaction verification system; the method comprises the following steps:
if the transaction behavior of the user is detected to be suspected risk transaction, initiating soft phone consultation to the user;
determining an evaluation result of a transaction behavior according to a feedback result of the soft phone consultation, and recording the evaluation result;
if the voice response platform of the risk transaction verification system receives a consultation request of a user, generating an automatic response voice based on the recorded evaluation result;
and carrying out service processing on the consultation request of the user according to the feedback result of the user to the automatic response voice.
2. The method of claim 1, wherein the evaluation result of the trading behavior comprises trading behavior risk, trading behavior risk absence and consultation incompletion.
3. The method of claim 2, wherein after determining the outcome of the evaluation of the transaction, the method further comprises:
if the evaluation result of the transaction behavior is that consultation is not finished, suspending processing of related services of the transaction behavior;
if the evaluation result of the transaction behavior indicates that the transaction behavior has risk, suspending processing of related business of the transaction behavior and freezing related accounts of the transaction behavior;
and if the evaluation result of the transaction behavior indicates that no risk exists in the transaction behavior, continuously processing the related business of the transaction behavior.
4. The method according to claim 2 or 3, wherein the generating of the auto-answer voice based on the recorded evaluation result includes:
if the evaluation result of the transaction behavior is that the consultation is not completed, generating a transaction verification response voice;
if the evaluation result of the transaction behavior is that the transaction behavior has a risk, generating a risk case business processing response voice;
and if the evaluation result of the transaction behavior indicates that no risk exists in the transaction behavior, generating a service processing response voice.
5. The method of claim 4, wherein the transaction verification response voice includes whether the transaction is confirmed;
correspondingly, the performing service processing on the consultation request of the user according to the feedback result of the user to the automatic response voice comprises:
if the feedback result is that the transaction is confirmed, the related business of the transaction behavior is continuously processed;
and if the feedback result is that the transaction is denied, suspending the processing of the related business of the transaction behavior and freezing the related account of the transaction behavior.
6. The method of claim 1, wherein prior to detecting the transaction behavior of the user as a suspected risk transaction, the method further comprises:
and if the transaction behavior of the user is detected, determining whether the transaction behavior is suspected risk transaction or not according to the transaction behavior information and pre-acquired historical transaction data.
7. The method of claim 6, wherein after determining whether the transaction activity is a suspected risk transaction, the method further comprises:
if the transaction behavior is suspected risk transaction, suspending processing of related business of the transaction behavior;
and if the transaction behavior is not suspected risk transaction, continuously processing related services of the transaction behavior.
8. A consultation service processing apparatus, characterized in that it is arranged in a risk transaction verification system; the device comprises:
the consultation initiating module is used for initiating soft phone consultation to the user if the transaction behavior of the user is detected to be suspected risk transaction;
the evaluation result determining module is used for determining the evaluation result of the transaction behavior according to the feedback result of the soft phone consultation and recording the evaluation result;
an automatic response voice generation module, configured to generate an automatic response voice based on the recorded evaluation result if the voice response platform of the risk transaction verification system receives a consultation request of the user;
and the business processing module is used for processing the business of the consultation request of the user according to the feedback result of the user to the automatic response voice.
9. An electronic device, characterized in that the electronic device comprises:
at least one processor; and
a memory communicatively coupled to the at least one processor; wherein the content of the first and second substances,
the memory stores a computer program executable by the at least one processor, the computer program being executed by the at least one processor to enable the at least one processor to perform the method of processing counsel service of any one of claims 1-7.
10. A computer-readable storage medium, characterized in that the computer-readable storage medium stores computer instructions for causing a processor to implement the counseling service processing method of any one of claims 1-7 when executed.
11. A computer program product, characterized in that the computer program product comprises a computer program which, when executed by a processor, implements the method of processing advisory services in accordance with any one of claims 1-7.
CN202210280743.3A 2022-03-21 2022-03-21 Method, device, equipment, medium and product for processing consultation service Pending CN114663095A (en)

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Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
CN202210280743.3A CN114663095A (en) 2022-03-21 2022-03-21 Method, device, equipment, medium and product for processing consultation service

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