CN115640074A

CN115640074A - Service data processing method and device and intelligent counter terminal

Info

Publication number: CN115640074A
Application number: CN202211387532.6A
Authority: CN
Inventors: 姚瑞芳; 王冬; 陈明诗; 赵阳; 朱江波; 李木; 何小艳; 高鹏
Original assignee: Bank of China Ltd
Current assignee: Bank of China Ltd
Priority date: 2022-11-07
Filing date: 2022-11-07
Publication date: 2023-01-24

Abstract

The specification provides a business data processing method and device and an intelligent counter terminal, and is applied to the technical field of artificial intelligence. Based on the method, after receiving the account login request at least carrying the user identification and the login credential of the target user, the intelligent counter terminal can check the account login request according to the user identification and the login credential of the target user; under the condition that the account login request is confirmed to be approved, configuring a target business operation interface and target virtual service personnel aiming at the target user according to the user identification of the target user; the target business operation interface and the target virtual service personnel can be projected to the current field of the target user based on a virtual reality algorithm; and controlling the target virtual service personnel to perform communication and interaction with the target user so as to guide the target user to operate based on the target business operation interface and complete related business handling. Therefore, the method can intelligently assist the user to efficiently and accurately complete the required business transaction.

Description

Service data processing method and device and intelligent counter terminal

Technical Field

The present specification belongs to the technical field of data processing, and in particular, to a service data processing method, a service data processing device, and an intelligent counter terminal.

Background

In a financial business scenario, when a user goes to a business hall of a transaction institution and uses a self-service machine to handle related businesses, the user often does not know which businesses are to be handled and how to handle the needed businesses by using the self-service machine, and errors are easy to occur in the business handling process. Often, the user needs to search for and learn for a period of time by himself or consult and consult with the staff in the business hall to smoothly complete the transaction of related business by using the self-service machine.

Therefore, based on the method, when a user uses terminal equipment such as a self-service machine to handle services, the efficiency is often low, errors are easy to occur, and the interaction experience of the user is relatively poor.

In view of the above problems, no effective solution has been proposed.

Disclosure of Invention

The present specification provides a service data processing method, a service data processing device and an intelligent counter terminal, which can configure and utilize a target virtual service operator and a target service operation interface matched with a target user, and intelligently assist the target user to efficiently and accurately use the intelligent counter terminal to complete required service handling, so that the target user can obtain better interactive experience.

The specification provides a business data processing method, which is applied to an intelligent counter terminal and comprises the following steps:

receiving an account login request initiated by a target user; the account login request at least carries a user identifier and a login credential of a target user;

according to the user identification and the login credential of the target user, the account login request is checked;

under the condition that the account login request is confirmed to be approved, configuring a target business operation interface and target virtual service personnel aiming at the target user according to the user identification of the target user;

based on a virtual reality algorithm, projecting the target business operation interface and the target virtual service personnel to the current field of the target user;

and controlling the target virtual service personnel to perform communication and interaction with the target user so as to guide the target user to operate based on the target service operation interface and complete related service handling.

In one embodiment, configuring a target service operation interface for a target user according to a user identifier of the target user includes:

inquiring a user database of the target user according to the user identification of the target user to acquire user attribute data of the target user and associated service data of the target user;

determining the user type of the target user according to the user attribute data of the target user;

determining a matched target interface template from a plurality of preset interface templates according to the user type of a target user;

determining a service operation item which is interested by the target user according to the associated service data of the target user;

and adjusting the target interface template according to the service operation item which is interested by the target user so as to obtain a target service operation interface matched with the target user.

In one embodiment, configuring a target virtual service person for a target user according to a user identification of the target user includes:

inquiring a user database of a target user according to the user identification of the target user to acquire a historical service transaction record within a preset time period of the target user;

splitting an evaluation result parameter of a target user into a satisfactory historical service transaction record and an unsatisfactory historical service transaction record from the historical service transaction record, and respectively using the evaluation result parameter as a positive historical service transaction record and a negative historical service transaction record;

and according to a preset processing rule, configuring a target virtual service staff matched with the target user by using the positive historical service transaction record and the negative historical service transaction record.

In one embodiment, configuring a target virtual service person matched with the target user according to a preset processing rule by using the positive historical business transaction record and the negative historical business transaction record, includes:

extracting attribute features of first class service personnel according to the forward historical business handling record; extracting attribute characteristics of a second class of service personnel according to the negative historical service transaction record;

and configuring the target virtual service personnel matched with the target user according to the attribute characteristics of the first class of service personnel and the attribute characteristics of the second class of service personnel.

In one embodiment, the method for controlling the target virtual service personnel to guide the target user to operate based on the target business operation interface by communicating and interacting with the target user comprises the following steps:

controlling the target virtual service personnel to interact with the target user in a matched interaction mode; in the interaction process, acquiring input data of a target user;

and determining the target service to be transacted currently by the target user according to the input data of the target user.

In one embodiment, the matching interaction pattern comprises: a text interaction mode and/or a voice interaction mode; accordingly, the input data of the target user includes: text input data and/or speech input data provided by the target user.

In one embodiment, after determining the target service currently to be handled by the target user according to the input data of the target user, the method further includes:

marking the area of a target service operation item related to the target service in a target service operation interface based on a virtual reality algorithm; and the target virtual service personnel is used for reaching target prompt information about the handling of the target service by operating the target service operation item to the target user through the matched interaction mode.

In one embodiment, while the target virtual service personnel is used for reaching the target prompt information about the target business operation item handling of the target business to the target user through the matched interaction mode, the method further comprises the following steps:

acquiring expression data of a target user aiming at target prompt information;

determining the understanding degree of the target user aiming at the target prompt information according to the expression data;

under the condition that the understanding degree of the target user for the target prompt information is smaller than a preset understanding degree threshold value, the interaction mode is replaced; and the target virtual service personnel touch the target prompt information again to the target user through the changed interaction mode.

In one embodiment, after reaching the target prompt information about the target business operation item handling the target business to the target user through the matched interaction mode by using the target virtual service personnel, the method further comprises the following steps:

monitoring the accumulated operation duration of a target user in a target service operation interface;

generating a consultation problem about service handling difficulty under the condition that the accumulated operation time of a target user in a target service operation interface is greater than a preset time threshold and the target user does not handle the target service is monitored; and reach the consulting question to the target user;

acquiring reply data of the target user aiming at the consultation question;

inquiring a preset question-answer database according to the reply data to obtain a corresponding solution;

the solution is reached to the target user.

In one embodiment, when it is monitored that the accumulated operation time of the target user in the target service operation interface is greater than a preset time threshold and the target user does not handle the target service, the method further includes:

and the target virtual service personnel is used for re-touching the target prompt information to the target user through the matched interaction mode.

In one embodiment, after projecting the target business operations interface and the target virtual service personnel into the current field of view of the target user based on a virtual reality algorithm, the method further comprises:

receiving a user-defined adjustment request of a target user about a target business operation interface and/or a target virtual service staff;

adjusting a target business operation interface and/or a target virtual service staff according to the self-defined adjustment request;

and projecting the adjusted target business operation interface and the adjusted target virtual service personnel to the current field of the target user.

This specification still provides a business data processing device, is applied to intelligent sales counter terminal, the device includes:

the receiving module is used for receiving an account login request initiated by a target user; the account login request at least carries a user identifier and a login credential of a target user;

the auditing module is used for auditing the account login request according to the user identification and the login credential of the target user;

the configuration module is used for configuring a target business operation interface and target virtual service personnel aiming at the target user according to the user identification of the target user under the condition that the account login request is confirmed to be approved;

the projection module is used for projecting the target business operation interface and the target virtual service personnel to the current field of the target user based on a virtual reality algorithm;

and the control module is used for controlling the target virtual service personnel to conduct communication and interaction with the target user so as to guide the target user to operate based on the target business operation interface and complete related business handling.

The specification also provides an intelligent counter terminal, which comprises a processor and a memory for storing processor executable instructions, wherein the processor executes the instructions to realize the relevant steps of the business data processing method.

The present specification also provides a computer readable storage medium having stored thereon computer instructions which, when executed by a processor, perform the steps of: receiving an account login request initiated by a target user; the account login request at least carries a user identifier and a login credential of a target user; according to the user identification and the login credential of the target user, the account login request is checked; under the condition that the account login request is confirmed to be approved, configuring a target business operation interface and target virtual service personnel aiming at the target user according to the user identification of the target user; based on a virtual reality algorithm, projecting the target business operation interface and the target virtual service personnel to the current field of the target user; and controlling the target virtual service personnel to perform communication and interaction with the target user so as to guide the target user to operate based on the target business operation interface and complete related business handling.

The present specification also provides a computer program product comprising a computer program, which when executed by a processor implements the relevant steps of the business data processing method.

Based on the service data processing method, the service data processing device and the intelligent counter terminal provided by the specification, after receiving an account login request at least carrying a user identifier and a login credential of a target user, the intelligent counter terminal can check the account login request according to the user identifier and the login credential of the target user; under the condition that the account login request is confirmed to be approved, configuring a target business operation interface and target virtual service personnel aiming at the target user according to the user identification of the target user; the target business operation interface and the target virtual service personnel can be projected to the current field of the target user based on a virtual reality algorithm; and controlling the target virtual service personnel to communicate and interact with the target user so as to guide the target user to perform specific operation based on the target business operation interface and complete related business handling. Therefore, the target virtual service personnel and the target business operation interface matched with the target user can be configured and utilized to intelligently assist the target user to efficiently and accurately complete the required business transaction by using the intelligent counter terminal, so that the target user can obtain better interactive experience.

Drawings

In order to more clearly illustrate the embodiments of the present specification, the drawings needed to be used in the embodiments will be briefly described below, and the drawings in the following description are only some of the embodiments described in the specification, and it is obvious to those skilled in the art that other drawings can be obtained based on the drawings without any inventive work.

Fig. 1 is a flowchart illustrating a service data processing method according to an embodiment of the present specification;

fig. 2 is a schematic diagram of an embodiment of a service data processing method provided by an embodiment of the present specification, in an example scenario;

fig. 3 is a schematic diagram of an embodiment of a service data processing method provided by an embodiment of the present specification, in a scenario example;

fig. 4 is a schematic diagram of an embodiment of a service data processing method provided in this specification, in an example scenario;

fig. 5 is a schematic diagram of an embodiment of a service data processing method provided by an embodiment of the present specification, in a scenario example;

fig. 6 is a schematic diagram of an embodiment of a service data processing method provided by an embodiment of the present specification, in a scenario example;

fig. 7 is a schematic diagram of an embodiment of a service data processing method provided by an embodiment of the present specification, in a scenario example;

fig. 8 is a schematic diagram of an embodiment of a service data processing method provided by an embodiment of the present specification, in a scenario example;

fig. 9 is a schematic structural component view of an intelligent counter terminal provided in an embodiment of the present specification;

fig. 10 is a schematic structural component diagram of a service data processing apparatus according to an embodiment of the present specification.

Detailed Description

In order to make those skilled in the art better understand the technical solutions in the present specification, the technical solutions in the embodiments of the present specification will be clearly and completely described below with reference to the drawings in the embodiments of the present specification, and it is obvious that the described embodiments are only a part of the embodiments of the present specification, and not all of the embodiments. All other embodiments obtained by a person skilled in the art based on the embodiments in the present specification without any inventive step should fall within the scope of protection of the present specification.

Referring to fig. 1, an embodiment of the present specification provides a service data processing method, where the method is specifically applied to one side of an intelligent counter terminal. In specific implementation, the method may include the following:

s101: receiving an account login request initiated by a target user; the account login request at least carries a user identifier and a login credential of a target user;

s102: according to the user identification and the login credential of the target user, the account login request is checked;

s103: under the condition that the account login request is confirmed to pass the verification, configuring a target business operation interface and a target virtual service staff for the target user according to the user identification of the target user;

s104: based on a virtual reality algorithm, projecting the target business operation interface and the target virtual service personnel to the current field of the target user;

s105: and controlling the target virtual service personnel to perform communication and interaction with the target user so as to guide the target user to operate based on the target business operation interface and complete related business handling.

In some embodiments, referring to fig. 2, the service data processing may be specifically applied to an intelligent counter terminal. The intelligent counter terminal can be specifically deployed in a business hall of a trading institution. The user can self-service transact the required related business through the intelligent counter terminal.

Specifically, the intelligent counter terminal includes an observation window supporting Virtual Reality (VR) technology in addition to the host and the input device (e.g., keyboard, microphone, etc.). Wherein, the observation window is internally provided with a display screen supporting the virtual reality technology. The user can observe the corresponding service operation interface through the display screen in the observation window, and complete the related service handling based on the service operation interface. Furthermore, the observation window accessory is also provided with a camera and a voice player.

The virtual reality technology (VR) may also be referred to as a virtual environment, a smart environment, or an artificial environment, and specifically may be a technology for generating a virtual world that can directly apply visual, auditory, and tactile feelings to a participant and allow the participant to interactively observe and operate by using a computer.

In some embodiments, when a target user wants to transact a related business using an intelligent counter terminal, an account login request may be initiated by operating the intelligent counter terminal. The account login request at least carries a user identifier and a login credential of a target user.

The user identifier of the target user may be specifically understood as identifier information capable of indicating the target user, for example, a user name of the target user, a user number of the target user, a registered mobile phone number of the target user, and the like.

The login credentials may be specifically understood as credential data capable of verifying the identity of the target user, for example, a login password of the target user, fingerprint data of the target user, a facial image of the target user, and the like.

It should be noted that the information data related to the user referred to in this specification is obtained and used on the premise that the user knows and agrees. Moreover, the acquisition, storage, use, processing and the like of the information data all conform to relevant regulations of national laws and regulations.

In some embodiments, the verifying the account login request according to the user identifier and the login credential of the target user may include: inquiring a user database of the target user according to the user identification of the target user to obtain a verification template of the target user; comparing the characteristics of the verification template of the target user with the login credentials of the target user; and determining whether the verification is passed or not according to the comparison result.

The authentication template of the target user may specifically be authentication data provided by the target user during registration, for example, a password set by the target user, fingerprint data provided by the target user, a face image provided by the target user, and the like.

The user database of the target user corresponds to the user identifier of the target user, and may be specifically used to store information data related to the target user. Specifically, the user database of the target user may be configured to store, in addition to the authentication template of the target user, user attribute data of the target user, and associated service data of the target user transacting a service in the transaction institution or other transaction institutions. Further, the user database of the target user may further store historical business transaction records of the target user, and the like.

Specifically, the user database of the target user may also be a database based on a block chain. Accordingly, the user database of the target user can be used to store the related information data safely and reliably by using the non-tamper property and confidentiality of the block link.

In some embodiments, referring to fig. 3, the configuring of the target service operation interface for the target user according to the user identifier of the target user may include the following steps:

s1: inquiring a user database of a target user according to the user identification of the target user to acquire user attribute data of the target user and associated service data of the target user;

s2: determining the user type of the target user according to the user attribute data of the target user;

s3: determining a matched target interface template from a plurality of preset interface templates according to the user type of a target user;

s4: determining a service operation item which is interested by the target user according to the associated service data of the target user;

s5: and adjusting the target interface template according to the service operation item which is interested by the target user so as to obtain a target service operation interface matched with the target user.

The user attribute data of the target user may specifically include at least one of the following: occupation of the target user, age of the target user, interests of the target user, income data of the target user, liability data of the target user, and the like.

The associated service data of the target user may specifically include at least one of the following: the service identification, the service type and the occupation ratio of different types of services of the service currently in the valid state of the target user, the service identification, the service type and the occupation ratio of different types of services of the service currently in the invalid state which is transacted by the target user before, the duration of the valid state of different services and the like.

In some embodiments, before specific implementation, sample users of different user types can be used for testing sample business interface templates with the same layout style to obtain corresponding test results; dividing the test result into a plurality of different test result data groups; each test result data set corresponds to one user type; splitting each test result data group into a forward test data group and a reverse test data group respectively; and obtaining service interface templates respectively corresponding to different user types as preset interface templates through clustering according to the forward test data groups and the reverse test data groups respectively corresponding to different user types. The preset interface template comprises most business operation items, and the layout style of the interface template is matched with the corresponding user type.

Specifically, when clustering is performed, a forward test data group and a reverse test data group corresponding to the current user type are processed as an example; the forward test data group and the reverse test data group can be respectively clustered according to a preset clustering algorithm, so that forward layout style factors with positive commonality and reverse layout style factors with negative commonality of users of the current user type aiming at the layout styles in the sample interface template are obtained; and correspondingly adjusting the sample interface template according to the forward layout style factor and the reverse layout style factor to obtain a preset interface template corresponding to the current user type.

In some embodiments, the determining, according to the associated service data of the target user, a service operation item that is interested by the target user may include: performing preliminary prediction on the service which the target user wants to handle currently according to the associated service data of the target user; determining a plurality of candidate services which the target user may want to handle according to the prediction result; and determining the service operation items related to the candidate services and the service operation items of other services similar to or related to the candidate services as the service operation items interested by the target user.

In some embodiments, during specific implementation, the display order and the display mode of the business operation items in the target interface template can be specifically adjusted according to the business operation items which are interested by the target user, so as to finally obtain the target business operation interface which is matched with the target user in the layout style and is also matched with the target user in the display of the business operation items.

Specifically, the display position of the service operation item which is interested by the target user in the target interface template can be adjusted to be a position relatively more forward; and/or displaying the business operation items interested by the target user in a more striking display mode (for example, enlarging and thickening display characters of item identifiers of the business operation items interested by the target user and the like) relative to other business operation items, so that the target user can more conveniently and quickly find the operation items required to be used in the target business operation interface.

In some embodiments, referring to fig. 4, the configuring of the target virtual service personnel for the target user according to the user identifier of the target user may include the following steps:

s1: inquiring a user database of a target user according to the user identification of the target user to acquire a historical service transaction record within a preset time period of the target user;

s2: splitting an evaluation result parameter of a target user into a satisfactory historical service transaction record and an unsatisfactory historical service transaction record from the historical service transaction record, and respectively using the evaluation result parameter as a positive historical service transaction record and a negative historical service transaction record;

s3: and according to a preset processing rule, using the positive historical service transaction record and the negative historical service transaction record to configure a target virtual service staff matched with the target user.

The historical service handling record records historical services handled by a target user in history, historical service handling processes of the historical services, and also records attribute characteristics of a worker or a virtual service worker handling the historical services for the target user, and satisfaction evaluation result parameters of the target user for the service process of the worker or the virtual service worker.

The preset time period may be one month in the past, or half a year in the past.

The attribute characteristics of the staff or the virtual service staff may specifically include: a physiognomic feature, a mood feature, a personality feature, a voice feature, etc. of the staff or virtual attendant.

In some embodiments, the configuring, according to the preset processing rule, a target virtual service staff matched with the target user by using the positive historical service transaction record and the negative historical service transaction record may include the following steps: extracting attribute characteristics of first class service personnel according to the forward historical service transaction record; extracting attribute characteristics of a second class of service personnel according to the negative historical service transaction record; and configuring the target virtual service personnel matched with the target user according to the attribute characteristics of the first class of service personnel and the attribute characteristics of the second class of service personnel.

The first class of service staff may specifically refer to staff and/or virtual service staff determined based on the forward historical business transaction record and satisfying the target user. The second type of service staff may specifically refer to staff and/or virtual service staff determined based on negative historical business records to be unsatisfactory for the target user.

In specific implementation, when configuring a target virtual service person matched with a target user, a three-dimensional model of the initialized virtual service person can be constructed; determining the attribute characteristics of the first class of service personnel and the attribute characteristics of the second class of service personnel in corresponding relation according to the attribute characteristics of the first class of service personnel and the attribute characteristics of the second class of service personnel; according to the corresponding relation, the attribute characteristics of the second class of service personnel in the initialized three-dimensional model of the virtual service personnel are preferentially adjusted to the attribute characteristics of the corresponding first class of service personnel; and then, adaptively adjusting the three-dimensional model of the virtual service personnel according to the attribute characteristics of the remaining first class of service personnel and/or the attribute characteristics of the second class of service personnel to obtain a target virtual service personnel matched with the target user.

In some embodiments, the projecting the target service operation interface and the target virtual service staff to the current view of the target user may include: and based on a virtual reality algorithm, projecting the target business operation interface and the target virtual service personnel to a current field obtained by a target user based on the intelligent counter terminal in the form of a holographic image.

In some embodiments, the above-mentioned control target virtual service personnel guides the target user to operate based on the target service operation interface by interacting with the target user, and the specific implementation may include the following:

s1: controlling the target virtual service personnel to interact with the target user in a matched interaction mode; acquiring input data of a target user in an interaction process;

s2: and determining the target service to be transacted currently by the target user according to the input data of the target user.

The matching interaction mode may specifically include: a text interaction mode and/or a voice interaction mode; correspondingly, the input data of the target user may specifically include: text input data and/or voice input data provided by the target user, etc.

In specific implementation, the interaction mode matched with the target user can be determined according to the user type of the target user and/or the selection instruction of the target user.

In some embodiments, referring to fig. 5, the controlling the target virtual service personnel to interact with the target user in a matching interaction mode may include the following steps:

s1: determining an interaction strategy matched with a target user according to the user attribute data of the target user;

s2: extracting matched questions from a preset question-answer database according to an interaction strategy;

s3: the matched problem is touched to the target user through the matched interaction mode; and collects input data provided by the target user for the matched problem.

The interaction policy may specifically include at least one of the following: aiming at a guide type strategy of a user which cannot effectively describe the service content to be transacted; aiming at the selection type strategy of the user which can effectively describe the contents of the service to be transacted but can not directly determine the specific service; and a confirmation type strategy aiming at the user which can effectively describe the contents of the service to be transacted and can directly and definitely determine the specific service.

The preset question-answer data may specifically include a plurality of relatively common question texts and answer texts obtained by learning and sorting a large number of interaction records in the historical service transaction process in advance.

In some embodiments, referring to fig. 6, the determining, according to the input data of the target user, a target service currently to be handled by the target user may include the following steps:

s1: converting input data of a target user into semantic text data in a standard format;

s2: processing the semantic text data by using a preset semantic recognition model to obtain a corresponding semantic recognition result;

s3: and determining the current target service to be transacted by the target user according to the semantic recognition result.

In some embodiments, the determining, according to the semantic recognition result, the target service currently to be handled by the target user may include: detecting whether business keywords exist in semantic results; and under the condition that the service keywords exist, matching in a preset service database according to the service keywords, and determining the matched service as the target service.

In specific implementation, in the case that it is determined that no service keyword exists, the method may further include the following: combining the semantic recognition result, the user attribute data of the target user and the associated service data of the target user to obtain target combined data aiming at the target user; processing the target joint data by using a preset service prediction model to obtain a target prediction result; and determining the current target service to be transacted by the target user according to the target prediction result.

The preset service prediction model can be specifically understood as a neural network model which is obtained by training sample combined data of the sample user obtained by combining the semantic recognition result of the sample user, the user attribute data and the associated service data in advance and can predict the handling probability value of the user for each service based on the input combined data of the user.

Specifically, the target prediction result may include a probability value of the target user for each service. Correspondingly, determining the current target service to be transacted by the target user according to the target prediction result, which comprises the following steps: and screening the service with the highest transaction probability value according to the target prediction result, and taking the service as the target service to be currently handled by the target user.

In some embodiments, after determining the target service currently to be transacted by the target user according to the input data of the target user, the method may further include the following steps: and confirming whether the determined target business is accurate or not to the target user through the target virtual service personnel.

In the case that the target service is determined to be inaccurate, the method may further include: and displaying the predicted candidate services and a user-defined service input box to a target user.

The candidate services may specifically include a preset number of services ranked in the top by the transaction probability value determined based on the target prediction result.

Further, the candidate service selected by the target user or the service input by the target user through the user-defined service input box can be determined as the target service.

In some embodiments, after determining the target service currently to be transacted by the target user according to the input data of the target user, the method may further include the following steps:

based on a virtual reality algorithm, marking the area of a target service operation item related to a target service in a target service operation interface; and the target virtual service personnel is used for reaching target prompt information about the handling of the target service by operating the target service operation item to the target user through the matched interaction mode.

Specifically, the target virtual service personnel can project text data on how to operate the target business operation item to handle the target business in the current visual field of the target user based on the matched text interaction mode; and/or playing audio data about how to operate the target service operation item to handle the target service through the voice player based on the matched voice interaction mode so as to achieve the purpose of reaching the target prompt information to the target user.

In some embodiments, referring to fig. 7, when the target virtual service staff is used to reach the target prompt information about handling the target service by operating the target service item to the target user through the matched interaction mode, the method may further include the following steps:

s1: acquiring expression data of a target user aiming at target prompt information;

s2: determining the understanding degree of the target user aiming at the target prompt information according to the expression data;

s3: under the condition that the understanding degree of the target user for the target prompt information is smaller than a preset understanding degree threshold value, the interaction mode is replaced; and the target virtual service personnel touch the target prompt information again to the target user through the replaced interaction mode.

The expression data of the target user for the target prompt information may be specifically arranged in time sequence collected in the process of touching the target prompt information to the target user, and include an image sequence of the facial expression of the target user.

The determining, according to the expression data, the understanding degree of the target user with respect to the target prompt information may include, in specific implementation: processing expression data of a target user by using a preset expression change analysis model to obtain a corresponding expression change result; and determining the understanding degree of the target user aiming at the target prompt information according to the expression change result. The preset light change analysis model may specifically be a pre-trained algorithm model capable of analyzing and determining the expression change of the user based on an input image sequence, and identifying the inherent semantics represented by the expression change.

In some embodiments, referring to fig. 8, after the target virtual service personnel is used to reach the target prompt information about the handling of the target service by operating the target service operation item through the matched interaction mode, when the method is implemented, the following may be further included:

s1: monitoring the accumulated operation duration of a target user in a target service operation interface;

s2: generating a consultation problem about service handling difficulty under the condition that the accumulated operation time of a target user in a target service operation interface is greater than a preset time threshold and the target user does not handle the target service is monitored; and reach the consulting question to the target user;

s3: acquiring reply data of the target user aiming at the consultation question;

s4: inquiring a preset question-answer database according to the reply data to obtain a corresponding solution;

s5: the solution is reached to the target user.

In specific implementation, when it is monitored that the accumulated operation time of the target user in the target service operation interface is longer than a preset time threshold and the target user does not handle the target service, it can be judged that the target user is currently difficult to handle the target service when operating the target service operation interface based on the target prompt information, so that the target user cannot be pushed downwards for a long time.

At this time, the intelligent counter terminal can actively generate a related consultation question, and touch the consultation question to the target user through a matched interaction mode to obtain the reply data of the target user for the consultation question; furthermore, the specific difficulty (or problem) encountered by the target user during operation can be determined through semantic recognition according to the reply data; searching a preset question-answer database by query, and finding an answer text corresponding to the specific difficulty as a solution; and reach the solution to the target user in time so that the user can smoothly complete the relevant operation.

In specific implementation, when a preset question-answer database is searched by query and search and no answer text corresponding to the specific difficulty is found as a solution, the text about the specific difficulty encountered by the target user in operation can be sent to a manual service platform, so that a worker can manually help the user to solve the specific difficulty or problem encountered in operation in time in an online interaction mode according to the text.

In some embodiments, when it is monitored that the accumulated operation duration of the target user in the target service operation interface is greater than a preset duration threshold and the target user does not handle the target service, the method may further include the following steps: and the target virtual service personnel is used for re-touching the target prompt information to the target user through the matched interaction mode.

In some embodiments, the target service may specifically include at least one of the following: money transfer service, savings service, financing service, etc. Of course, it should be noted that the above listed target services are only an illustrative example. In specific implementation, the target service may also include other types of services according to specific service scenarios and processing requirements. The present specification is not limited to these.

In some embodiments, after projecting the target business operation interface and the target virtual service personnel into the current field of view of the target user based on the virtual reality algorithm, the method, when implemented, may further include the following:

s1: receiving a user-defined adjustment request of a target user about a target business operation interface and/or a target virtual service staff;

s2: adjusting a target business operation interface and/or a target virtual service worker according to the custom adjustment request;

s3: and projecting the adjusted target business operation interface and the adjusted target virtual service personnel to the current field of the target user.

In some embodiments, in the process of controlling the target virtual service staff to guide the target user to operate based on the target business operation interface by interacting with the target user, the target virtual service staff can also be controlled to actively remind the target user when and how to use the related certificate to complete the current operation by using the matched interaction mode when detecting that the target user needs to use the related certificate. After the target user finishes using the related certificate and finishes the current operation, the target virtual service personnel can be further controlled to remind the target user to recycle and store the related certificate in time through a matched interaction mode, and the target user is prevented from leaving the related certificate on the intelligent counter terminal.

In specific implementation, after controlling the target virtual service staff to perform interaction with the target user to guide the target user to operate based on the target business operation interface and complete related business transaction, the method further comprises: the intelligent counter terminal controls a camera to shoot a table top image of the intelligent counter terminal after the business is handled; detecting whether a target user has articles left on the intelligent counter terminal or not through image recognition according to the table top image; and generating article drop prompt information under the condition that the object user is detected to have the article drop on the intelligent counter terminal so as to prompt the object user to recover the related dropped article.

As can be seen from the above, based on the service data processing method provided in the embodiments of the present specification, after receiving an account login request carrying at least a user identifier and a login credential of a target user, an intelligent counter terminal first checks the account login request according to the user identifier and the login credential of the target user; under the condition that the account login request is confirmed to be approved, configuring a target business operation interface and target virtual service personnel aiming at the target user according to the user identification of the target user; based on a virtual reality algorithm, projecting the target business operation interface and the target virtual service personnel to the current field of the target user; and controlling the target virtual service personnel to perform communication and interaction with the target user so as to guide the target user to operate based on the target business operation interface and complete related business handling. Therefore, the target virtual service personnel and the target business operation interface matched with the target user can be configured and utilized to intelligently assist the target user to efficiently and accurately complete the required business transaction by using the intelligent counter terminal, so that the target user can obtain better interactive experience.

An embodiment of the present specification further provides an intelligent counter terminal, including a processor and a memory for storing processor-executable instructions, where the processor, when implemented specifically, may perform the following steps according to the instructions: receiving an account login request initiated by a target user; the account login request at least carries a user identifier and a login credential of a target user; according to the user identification and the login credential of the target user, the account login request is checked; under the condition that the account login request is confirmed to be approved, configuring a target business operation interface and target virtual service personnel aiming at the target user according to the user identification of the target user; based on a virtual reality algorithm, projecting the target business operation interface and the target virtual service personnel to the current field of the target user; and controlling the target virtual service personnel to perform communication and interaction with the target user so as to guide the target user to operate based on the target business operation interface and complete related business handling.

In order to more accurately complete the above instructions, referring to fig. 9, another specific intelligent counter terminal is provided in the embodiments of the present specification, wherein the intelligent counter terminal includes a network communication port 901, a processor 902, and a memory 903, and the above structures are connected by an internal cable, so that the structures can perform specific data interaction.

The network communication port 901 may be specifically configured to receive an account login request initiated by a target user; the account login request at least carries a user identifier and a login credential of a target user.

The processor 902 may be specifically configured to check an account login request according to a user identifier and a login credential of a target user; under the condition that the account login request is confirmed to pass the verification, configuring a target business operation interface and a target virtual service staff for the target user according to the user identification of the target user; based on a virtual reality algorithm, projecting the target business operation interface and the target virtual service personnel to the current field of the target user; and controlling the target virtual service personnel to perform communication and interaction with the target user so as to guide the target user to operate based on the target service operation interface and complete related service handling.

The memory 903 may be specifically configured to store a corresponding instruction program.

In this embodiment, the network communication port 901 may be a virtual port that is bound to different communication protocols, so that different data can be sent or received. For example, the network communication port may be a port responsible for web data communication, a port responsible for FTP data communication, or a port responsible for mail data communication. In addition, the network communication port can also be a communication interface or a communication chip of an entity. For example, it may be a wireless mobile network communication chip, such as GSM, CDMA, etc.; it can also be a Wifi chip; it may also be a bluetooth chip.

In this embodiment, the processor 902 may be implemented in any suitable manner. For example, the processor may take the form of, for example, a microprocessor or processor and a computer-readable medium that stores computer-readable program code (e.g., software or firmware) executable by the (micro) processor, logic gates, switches, an Application Specific Integrated Circuit (ASIC), a programmable logic controller, an embedded microcontroller, and so forth. The description is not intended to be limiting.

In this embodiment, the memory 903 may include multiple layers, and in a digital system, the memory may be any memory as long as it can store binary data; in an integrated circuit, a circuit without a physical form and with a storage function is also called a memory, such as a RAM, a FIFO and the like; in the system, the storage device in physical form is also called a memory, such as a memory bank, a TF card and the like.

An embodiment of the present specification further provides a computer-readable storage medium based on the foregoing service data processing method, where the computer-readable storage medium stores computer program instructions, and when the computer program instructions are executed, the computer program instructions implement: receiving an account login request initiated by a target user; the account login request at least carries a user identifier and a login credential of a target user; according to the user identification and the login credential of the target user, the account login request is checked; under the condition that the account login request is confirmed to be approved, configuring a target business operation interface and target virtual service personnel aiming at the target user according to the user identification of the target user; based on a virtual reality algorithm, projecting the target business operation interface and the target virtual service personnel to the current field of the target user; and controlling the target virtual service personnel to perform communication and interaction with the target user so as to guide the target user to operate based on the target business operation interface and complete related business handling.

In this embodiment, the storage medium includes, but is not limited to, a Random Access Memory (RAM), a Read-Only Memory (ROM), a Cache (Cache), a Hard Disk Drive (HDD), or a Memory Card (Memory Card). The memory may be used to store computer program instructions. The network communication unit may be an interface for performing network connection communication, which is set in accordance with a standard prescribed by a communication protocol.

In this embodiment, the functions and effects specifically realized by the program instructions stored in the computer-readable storage medium can be explained in comparison with other embodiments, and are not described herein again.

Embodiments of the present specification further provide a computer program product, which includes a computer program, and when the computer program is executed by a processor, the computer program implements the following steps: receiving an account login request initiated by a target user; the account login request at least carries a user identifier and a login credential of a target user; according to the user identification and the login credential of the target user, the account login request is checked; under the condition that the account login request is confirmed to be approved, configuring a target business operation interface and target virtual service personnel aiming at the target user according to the user identification of the target user; based on a virtual reality algorithm, projecting the target business operation interface and the target virtual service personnel to the current field of the target user; and controlling the target virtual service personnel to perform communication and interaction with the target user so as to guide the target user to operate based on the target business operation interface and complete related business handling.

Referring to fig. 10, in a software layer, an embodiment of the present specification further provides a service data processing apparatus, which may specifically include the following structural modules:

a receiving module 1001, which may be specifically configured to receive an account login request initiated by a target user; the account login request at least carries a user identifier and a login credential of a target user;

the auditing module 1002 may be specifically configured to audit the account login request according to the user identifier and the login credential of the target user;

the configuration module 1003 is specifically configured to configure a target business operation interface and a target virtual service staff for a target user according to a user identifier of the target user when it is determined that the account login request is approved;

the projection module 1004 may be specifically configured to project the target business operation interface and the target virtual service staff to a current field of a target user based on a virtual reality algorithm;

the control module 1005 may be specifically configured to control the target virtual service staff to perform interaction with the target user to guide the target user to perform operations based on the target business operation interface, so as to complete related business transactions.

In some embodiments, when the configuration module 1003 is implemented specifically, the target service operation interface for the target user may be configured according to the user identifier of the target user in the following manner: inquiring a user database of the target user according to the user identification of the target user to acquire user attribute data of the target user and associated service data of the target user; determining the user type of the target user according to the user attribute data of the target user; determining a matched target interface template from a plurality of preset interface templates according to the user type of a target user; determining a service operation item which is interested by the target user according to the associated service data of the target user; and adjusting the target interface template according to the service operation item which is interested by the target user so as to obtain a target service operation interface matched with the target user.

In some embodiments, when the configuration module 1003 is implemented, the target virtual service staff for the target user may be configured according to the user identifier of the target user in the following manner: inquiring a user database of a target user according to the user identification of the target user to acquire a historical service transaction record within a preset time period of the target user; splitting an evaluation result parameter of a target user into a satisfactory historical service transaction record and an unsatisfactory historical service transaction record from the historical service transaction record, and respectively using the evaluation result parameter as a positive historical service transaction record and a negative historical service transaction record; and according to a preset processing rule, configuring a target virtual service staff matched with the target user by using the positive historical service transaction record and the negative historical service transaction record.

In some embodiments, when the configuration module 1003 is implemented specifically, the target virtual service staff matched with the target user may be configured according to the following manner according to preset processing rules, using the positive historical transaction records and the negative historical transaction records: extracting attribute characteristics of first class service personnel according to the forward historical service transaction record; extracting attribute characteristics of a second class of service personnel according to the negative historical service transaction record; and configuring the target virtual service personnel matched with the target user according to the attribute characteristics of the first class of service personnel and the attribute characteristics of the second class of service personnel.

In some embodiments, when the control module 1005 is implemented, the target virtual service personnel may be controlled to guide the target user to operate based on the target business operation interface by performing interaction with the target user as follows: controlling the target virtual service personnel to interact with the target user in a matched interaction mode; acquiring input data of a target user in an interaction process; and determining the target service to be transacted currently by the target user according to the input data of the target user.

In some embodiments, the matching interaction pattern may specifically include: a text interaction mode and/or a voice interaction mode; correspondingly, the input data of the target user may specifically include: text input data and/or speech input data provided by the target user.

In some embodiments, after the target service currently to be handled by the target user is determined according to the input data of the target user, the device may be further configured to mark, based on a virtual reality algorithm, an area where a target service operation item related to the target service is located in the target service operation interface; and the target virtual service personnel is used for reaching target prompt information about the handling of the target service by operating the target service operation item to the target user through the matched interaction mode.

In some embodiments, when the target virtual service staff is used to reach the target prompt information about the handling of the target service by operating the target service operation item to the target user through the matched interaction mode, the device may be further configured to collect expression data of the target user for the target prompt information when implemented specifically; determining the understanding degree of the target user aiming at the target prompt information according to the expression data; under the condition that the understanding degree of the target user aiming at the target prompt information is smaller than a preset understanding degree threshold value, the interaction mode is changed; and the target virtual service personnel touch the target prompt information again to the target user through the replaced interaction mode.

In some embodiments, after the target virtual service staff is used to reach the target prompt information about the handling of the target service by operating the target service operation item to the target user through the matched interaction mode, the device may be further configured to monitor the accumulated operation duration of the target user in the target service operation interface when implemented; generating a consultation problem about service handling difficulty under the condition that the accumulated operation time of a target user in a target service operation interface is greater than a preset time threshold and the target user does not handle the target service is monitored; and reach the consulting question to the target user; acquiring reply data of the target user aiming at the consultation question; inquiring a preset question-answer database according to the reply data to obtain a corresponding solution; the solution is reached to the target user.

In some embodiments, when it is monitored that the accumulated operation time of the target user in the target service operation interface is longer than a preset time threshold and the target user does not handle the target service, the device may be further configured to use the target virtual service staff to reach the target prompt information again to the target user through a matched interaction mode when the device is implemented specifically.

In some embodiments, after the target business operation interface and the target virtual service person are projected into the current field of view of the target user based on the virtual reality algorithm, the apparatus, when implemented, may be further configured to receive a custom adjustment request of the target user with respect to the target business operation interface and/or the target virtual service person; adjusting a target business operation interface and/or a target virtual service staff according to the self-defined adjustment request; and projecting the adjusted target business operation interface and the adjusted target virtual service personnel to the current field of the target user.

It should be noted that, the units, devices, modules, and the like described in the foregoing embodiments may be specifically implemented by a computer chip or an entity, or implemented by a product with certain functions. For convenience of description, the above devices are described as being divided into various modules by functions, and are described separately. It is to be understood that, in implementing the present specification, functions of each module may be implemented in one or more pieces of software and/or hardware, or a module that implements the same function may be implemented by a combination of a plurality of sub-modules or sub-units, or the like. The above-described embodiments of the apparatus are merely illustrative, and for example, the division of the units is only one logical division, and other divisions may be realized in practice, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.

As can be seen from the above, based on the service data processing apparatus provided in the embodiments of the present specification, after receiving an account login request at least carrying a user identifier and a login credential of a target user, an intelligent counter terminal first checks the account login request according to the user identifier and the login credential of the target user; under the condition that the account login request is confirmed to be approved, configuring a target business operation interface and target virtual service personnel aiming at the target user according to the user identification of the target user; based on a virtual reality algorithm, projecting the target business operation interface and the target virtual service personnel to the current field of the target user; and controlling the target virtual service personnel to perform communication and interaction with the target user so as to guide the target user to operate based on the target business operation interface and complete related business handling. Therefore, the target virtual service personnel and the target business operation interface matched with the target user can be configured and utilized to intelligently assist the target user to efficiently and accurately complete the required business transaction by using the intelligent counter terminal, so that the target user can obtain better interactive experience.

Although the present specification provides method steps as described in the examples or flowcharts, additional or fewer steps may be included based on conventional or non-inventive means. The order of steps recited in the embodiments is merely one manner of performing the steps in a multitude of orders and does not represent the only order of execution. When an apparatus or client product in practice executes, it may execute sequentially or in parallel (e.g., in a parallel processor or multithreaded processing environment, or even in a distributed data processing environment) according to the embodiments or methods shown in the figures. The terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, the presence of additional identical or equivalent elements in a process, method, article, or apparatus that comprises the recited elements is not excluded. The terms first, second, etc. are used to denote names, but not to denote any particular order.

Those skilled in the art will also appreciate that, in addition to implementing the controller as pure computer readable program code, the same functionality can be implemented by logically programming method steps such that the controller is in the form of logic gates, switches, application specific integrated circuits, programmable logic controllers, embedded microcontrollers and the like. Such a controller may therefore be considered as a hardware component, and the means included therein for performing the various functions may also be considered as a structure within the hardware component. Or even means for performing the functions may be regarded as being both a software module for performing the method and a structure within a hardware component.

This description may be described in the general context of computer-executable instructions, such as program modules, being executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, classes, etc. that perform particular tasks or implement particular abstract data types. The specification may also be practiced in distributed computing environments where tasks are performed by remote processing devices that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote computer-readable storage media including memory storage devices.

From the above description of the embodiments, it is clear to those skilled in the art that the present specification can be implemented by software plus necessary general hardware platform. Based on such understanding, the technical solutions in this specification may be essentially embodied in the form of a software product, which may be stored in a storage medium, such as a ROM/RAM, a magnetic disk, an optical disk, etc., and includes several instructions for enabling a computer device (which may be a personal computer, a mobile terminal, a server, or a network device, etc.) to execute the methods described in the embodiments or some parts of the embodiments in this specification.

The embodiments in the present specification are described in a progressive manner, and the same or similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments. The description is operational with numerous general purpose or special purpose computing system environments or configurations. For example: personal computers, server computers, hand-held or portable devices, tablet-type devices, multiprocessor systems, microprocessor-based systems, set top boxes, programmable electronic devices, network PCs, minicomputers, mainframe computers, distributed computing environments that include any of the above systems or devices, and the like.

While the specification has been described with examples, those skilled in the art will appreciate that there are numerous variations and permutations of the specification that do not depart from the spirit of the specification, and it is intended that the appended claims include such variations and modifications that do not depart from the spirit of the specification.

Claims

1. A business data processing method is applied to an intelligent counter terminal, and comprises the following steps:

and controlling the target virtual service personnel to perform communication and interaction with the target user so as to guide the target user to operate based on the target business operation interface and complete related business handling.

2. The method of claim 1, wherein configuring the target business operation interface for the target user according to the user identifier of the target user comprises:

inquiring a user database of a target user according to the user identification of the target user to acquire user attribute data of the target user and associated service data of the target user;

and adjusting the target interface template according to the service operation items which are interested by the target user to obtain a target service operation interface matched with the target user.

3. The method of claim 1, wherein configuring the target virtual service personnel for the target user based on the user identification of the target user comprises:

4. The method of claim 3, wherein configuring the target virtual service personnel matching the target user according to preset processing rules using the positive historical business transaction record and the negative historical business transaction record comprises:

extracting attribute characteristics of first class service personnel according to the forward historical service transaction record; extracting attribute characteristics of a second class of service personnel according to the negative historical service transaction record;

5. The method of claim 1, wherein controlling the target virtual service personnel to guide the target user to operate based on the target business operation interface by interacting with the target user comprises:

controlling the target virtual service personnel to interact with the target user in a matched interaction mode; acquiring input data of a target user in an interaction process;

6. The method of claim 5, wherein the matching interaction pattern comprises: a text interaction mode and/or a voice interaction mode; accordingly, the input data of the target user includes: text input data and/or voice input data provided by the target user.

7. The method of claim 5, wherein after determining the target service currently to be transacted by the target user according to the input data of the target user, the method further comprises:

8. The method of claim 7, wherein while reaching target prompt information about handling target business by operating target business operation items to a target user by using the target virtual service personnel through the matched interaction mode, the method further comprises:

acquiring expression data of a target user aiming at target prompt information;

under the condition that the understanding degree of the target user for the target prompt information is smaller than a preset understanding degree threshold value, the interaction mode is replaced; and the target virtual service personnel touch the target prompt information again to the target user through the replaced interaction mode.

9. The method of claim 7, wherein after reaching the target prompt information about handling the target business by operating the target business operation item to the target user through the matched interaction mode by using the target virtual service personnel, the method further comprises:

acquiring reply data of the target user aiming at the consultation question;

the solution is reached to the target user.

10. The method according to claim 9, wherein in a case that it is monitored that the accumulated operation time of the target user in the target service operation interface is greater than a preset time threshold, and the target user does not complete the target service, the method further comprises:

11. The method of claim 1, wherein after projecting the target business operations interface and target virtual service personnel into a target user's current field of view based on a virtual reality algorithm, the method further comprises:

12. A service data processing device, applied to an intelligent counter terminal, the device comprising:

13. An intelligent counter terminal comprising a processor and a memory for storing processor-executable instructions, the processor implementing the steps of the method of any one of claims 1 to 11 when executing the instructions.

14. A computer-readable storage medium having stored thereon computer instructions which, when executed by a processor, carry out the steps of the method of any one of claims 1 to 11.

15. A computer program product comprising a computer program which, when executed by a processor, carries out the steps of the method according to any one of claims 1 to 11.