CN116308212A - Business handling method, storage medium and system based on digital personal video - Google Patents
Business handling method, storage medium and system based on digital personal video Download PDFInfo
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- 238000000034 method Methods 0.000 title claims abstract description 32
- 239000013598 vector Substances 0.000 claims description 21
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- 238000004891 communication Methods 0.000 claims description 3
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- G—PHYSICS
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- 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
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- 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
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F40/00—Handling natural language data
- G06F40/30—Semantic analysis
- G06F40/35—Discourse or dialogue representation
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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
- G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
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- G06T—IMAGE DATA PROCESSING OR GENERATION, IN GENERAL
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- Y02D—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN INFORMATION AND COMMUNICATION TECHNOLOGIES [ICT], I.E. INFORMATION AND COMMUNICATION TECHNOLOGIES AIMING AT THE REDUCTION OF THEIR OWN ENERGY USE
- Y02D10/00—Energy efficient computing, e.g. low power processors, power management or thermal management
Abstract
The invention provides a business handling method, a storage medium and a system based on digital personal video, wherein the method generates a first digital personal video according to business operation information and displays the first digital personal video to a user, acquires first response information of the user, then identifies business standard information with highest matching degree, if the highest matching degree is not less than a first preset low value and not more than a second preset value, meaning that the first response information is ambiguous in meaning, user willingness verification is needed, and generates guiding operation information and a second digital personal video according to the business standard information with highest matching degree and displays the guiding operation information and the second digital personal video to the user, acquires second response information of the user, if the second response information is consistent with the business standard information with highest matching degree, the user can be ensured to be in accordance with business handling requirements, business handling processes can be performed, if the second response information is inconsistent with the business standard information with highest matching degree, the user can be ensured to be in accordance with business handling requirements, and the business handling processes are ended.
Description
Technical Field
The invention relates to the technical field of financial science and technology, in particular to a business handling method, a storage medium and a system based on digital human video.
Background
With the advent of the information age, financial institutions are increasingly in business and are becoming more powerful. Before transacting financial business, the user needs to open a corresponding personal account in the financial institution system, and then transact financial business by using the personal account. The traditional business handling mode is that a user arrives at a counter of a financial institution and is manually guided by a staff to conduct business handling, the user is required to respond to the related conversation information of the business in the business handling process, and after the staff confirms that the response information given by the user meets the business handling requirement, the business handling process is conducted, so that the violation of the business handling process is avoided.
In the existing off-site business handling mode, a user uses a mobile terminal to remotely conduct business handling, and an intelligent system replaces a worker in the business handling process to judge whether response information given by the user to a business related conversation problem meets business handling requirements or not, so that whether business handling flows are conducted or not is determined. The judgment mode adopted by the intelligent system for the response information of the user is generally to carry out semantic matching on the response information and a preset service standard information base so as to identify whether service standard information which is consistent with the semantics of the response information exists in the base, if so, the response information is judged to be in accordance with the service handling requirements, if not, the response information is judged to be not in accordance with the service handling requirements, but in the actual service handling process, the user sometimes gives out response information with fuzzy semantics, the intelligent system is difficult to carry out semantic matching with the service standard information base based on the response information, and the meaning of the response information with fuzzy semantics is difficult to be defined, in order to avoid the violation of the service handling process in this case, the general method is to directly end the service handling flow, and the service handling is failed.
Disclosure of Invention
The invention aims to solve the technical problem of how to define the meaning of semantically ambiguous response information given by a user in the off-site business handling process.
In order to solve the technical problems, the invention provides a business handling method based on digital human video, which comprises the following steps:
A. acquiring business voice information from a preset business voice information base, generating a first digital personal video according to the business voice information, and displaying the first digital personal video to a user;
B. acquiring first response information after a user performs voice response on business operation information in the first digital personal video;
C. according to a preset semantic matching model, carrying out semantic matching on the first response information and a preset service standard information base, and identifying service standard information with highest matching degree with the first response information;
D. comparing the highest matching degree with a first preset value and a second preset value respectively, wherein the second preset value is larger than the first preset value, and concretely: if the highest matching degree is greater than the second preset value, executing the following step D1; if the highest matching degree is smaller than the first preset value, executing the following step D2; if the highest matching degree is not less than the first preset low value and not greater than the second preset value, executing the following step D3:
D1. carrying out a business handling process;
D2. ending the business handling flow;
D3. generating voice guiding information according to the service standard information with the highest matching degree, generating a second digital personal video according to the voice guiding information and displaying the second digital personal video to a user, acquiring second response information after the user performs voice response on the voice guiding information in the second digital personal video, judging whether the second response information is consistent with the service standard information with the highest matching degree, if so, executing the step D1, and if not, executing the step D2.
Preferably, in the step C, for each piece of service standard information in the preset service standard information base, vector representations of the first response information and the service standard information are calculated by means of word vector bit-by-bit accumulation, and then similarity of the two vectors is calculated by using a cosine similarity algorithm, and the similarity is used as the matching degree of the first response information and the service standard information.
The present invention also provides a computer readable storage medium having stored thereon a computer program which when executed by a processor implements the steps of the business transaction method as described above.
The invention also provides a business handling system based on the digital human video, which comprises a server and terminal equipment which are in communication connection, wherein the terminal equipment comprises a video output module and a voice acquisition module, the server comprises a computer readable storage medium and a processor which are connected with each other, and the computer readable storage medium is as described above; in the step A, the video output module of the terminal equipment is utilized to display the first digital human video to a user; in the step B, a voice acquisition module of the terminal equipment is utilized to acquire first response information after a user carries out voice response on the business speech information in the first digital personal video; in the step D3, the video output module of the terminal device is used to display the second digital personal video to the user, and the terminal device is used to obtain second response information after the user responds to the voice guiding information in the second digital personal video.
The invention has the following beneficial effects: in the service handling process, after first response information after a user responds to service operation information in a first digital person video by voice is obtained, the first response information is semantically matched with a preset service standard information base according to a semantic matching model, service standard information with highest matching degree with the first response information is identified, if the highest matching degree is larger than a second preset value, the first response information obtained after the user responds to the service operation information accords with service handling requirements, a service handling flow is carried out, if the highest matching degree is smaller than the first preset value, the first response information obtained after the user responds to the service operation information does not accord with the service handling requirements, the service handling flow is ended, if the highest matching degree is not smaller than the first preset low value and is not larger than the second preset value, the first response information obtained after the user responds to the service operation information is required to be verified, service guiding information is generated according to the service standard information with the highest matching degree, and then the second response information is clearly judged to be provided according to the second service information, if the second response information accords with the second service handling requirements, and the second service handling requirements are clearly met.
Drawings
Fig. 1 is a flow chart of a business transaction method based on digital personal video.
Detailed Description
The invention is further described in detail below in connection with the detailed description.
The invention provides a business handling system based on digital human video, which comprises a server and terminal equipment which are in communication connection with each other, wherein the terminal equipment comprises a video output module and a voice acquisition module, for example, the terminal equipment is a mobile phone, a computer and the like, the video output module of the mobile phone is a touch screen, the voice acquisition module is a microphone, the video output module of the computer is a display screen, and the voice acquisition module is a microphone. The server includes a computer readable storage medium and a processor connected to each other, the computer readable storage medium having stored thereon a computer program which, when executed by the processor, implements a digital human video based business transaction method as shown in fig. 1, the method comprising the following step A, B, C, D.
A. And acquiring business voice information from a preset business voice information base, generating a first digital personal video according to the business voice information, and displaying the first digital personal video to a user.
The server is preset and stored with a business ticket information base, which is composed of a plurality of business ticket information related to questions and answers, flow notices and notes required during business handling, such as "whether to handle business for principal", "whether you have read and fully understand business handling agreement terms", "whether you know securities market risks and voluntarily handle securities business", and the like. When a user uses a terminal device to transact offsite business, the terminal device sends a business transacting request to a server, the server acquires one piece of business operation information stored in the server from a preset business operation information base according to the business transacting request, then converts the acquired business operation information according to a preset video conversion algorithm or invokes an existing text-to-video application to generate a first digital personal video containing the business operation information, then sends the first digital personal video to the terminal device, and plays and displays the first digital personal video to the user by utilizing a video output module of the terminal device.
The digital person refers to an avatar constructed by referring to a real person, and the first digital person video refers to a video in which business information is broadcasted by the avatar.
B. And acquiring first response information after the user performs voice response on the business speech information in the first digital personal video.
After watching a first digital person video played by a terminal device, a user can carry out oral voice response on business voice operation information in the first digital person video according to actual conditions to obtain first response information, the terminal device obtains the first response information of the user voice response by utilizing a self-contained voice acquisition module and then sends the first response information to a server, and the server obtains the first response information after the user carries out voice response on the business voice operation information in the first digital person video.
C. And carrying out semantic matching on the first response information and a preset service standard information base according to a preset semantic matching model, and identifying service standard information with highest matching degree with the first response information.
The server is preset and stored with a service standard information base, which is composed of a plurality of service standard information meeting the service handling conditions, such as "yes", "pair", "no error", and the like. After the server acquires the first response information, matching the first response information with a preset service standard information base according to a preset semantic matching model, and identifying service standard information with highest matching degree with the first response information from the first response information, specifically: for each piece of service standard information in a preset service standard information base, an existing semantic matching model is adopted, vector representations of the first response information and the service standard information are calculated through word vectors in a bit accumulation mode, then similarity of the two vectors is calculated through a cosine similarity algorithm, and the similarity is used as the matching degree of the first response information and the service standard information. After each piece of service standard information in the service standard information base is calculated, the matching degree of the first response information and each piece of service standard information can be obtained, the service standard information with the highest matching degree with the first response information can be identified, and the highest matching degree corresponding to the service standard information can be obtained.
D. Comparing the highest matching degree with a first preset value and a second preset value respectively, wherein the second preset value is larger than the first preset value, and concretely: if the highest matching degree is greater than the second preset value, executing the following step D1; if the highest matching degree is smaller than the first preset value, executing the following step D2; if the highest matching degree is not less than the first preset low value and not greater than the second preset value, executing the following step D3:
D1. carrying out a business handling process;
D2. ending the business handling flow;
D3. generating pilot call information according to the service standard information with the highest matching degree, generating a second digital personal video according to the pilot call information and displaying the second digital personal video to a user, acquiring second response information after the user responds to the pilot call information in the second digital personal video, judging whether the second response information is consistent with the service standard information with the highest matching degree, if so, executing the step D1, and if not, executing the step D2.
After the server identifies the service standard information with the highest matching degree with the first response information, the highest matching degree corresponding to the service standard information is respectively compared with a first preset value and a second preset value, wherein the first preset value is 50%, the second preset value is 80%, and the second preset value is larger than the first preset value. If the highest matching degree is larger than the second preset value, the first response information given by the user can be definitely in accordance with the service handling requirement, so that the service handling process is continued; if the highest matching degree is smaller than the first preset value, the first response information given by the user can definitely not meet the service handling requirement, so that the service handling process is ended; if the highest matching degree is not smaller than the first preset value and not larger than the second preset value, meaning that the first response information provided by the user is ambiguous in meaning that the first response information provided by the user is definitely in accordance with the service handling requirement or not in accordance with the service handling requirement, so that the user will be verified, generating guiding voice operation information according to the service standard information with the highest matching degree by the server, generating a second digital personal video according to the guiding voice operation information and displaying the second digital personal video to the user, and then acquiring the second response information after the user responds to the guiding voice operation information in the second digital personal video, wherein if the second response information is consistent with the service standard information with the highest matching degree, meaning that the first response information provided by the user is definitely in accordance with the service handling requirement, continuing the service handling process, and if the second response information is not consistent with the service standard information with the highest matching degree, meaning that the first response information provided by the user is ambiguous in meaning that the first response information is definitely not in accordance with the service handling requirement, so that the service handling process is ended.
In this embodiment, if the service ticket information obtained by the server from the preset service ticket information base is "whether you have read and fully understand the service handling agreement clause", the server converts and generates a first digital personal video containing the service ticket information according to a preset video conversion algorithm or by calling an existing text-to-video application according to the obtained service ticket information "whether you have read and fully understand the service handling agreement clause", then sends the first digital personal video containing the service ticket information "whether you have read and fully understand the service handling agreement clause" to the terminal device, and plays the first digital personal video containing the service ticket information "whether you have read and fully understand the service handling agreement clause" to the user by using a video output module of the terminal device. The user actually reads and fully understands the terms of the business handling agreement, after watching the first digital person video which is played by the terminal equipment and contains business operation information of whether you read and fully understand the terms of the business handling agreement, the standard response of the user to the business operation information is yes or yes, but the actual oral voice answer of the user is good, after the terminal equipment acquires the first response information of the voice answer of the user as good by utilizing the self voice acquisition module, the first response information is sent to the server, and the server acquires the first response information of the user after the voice response of the business operation information in the first digital person video as good. Then, the server matches the first response information 'good' with a preset service standard information base according to a preset semantic matching model, and respectively carries out semantic matching on each service standard information 'yes', 'pair', 'no error' in the preset service standard information base, specifically: calculating the vector representation of the good and the service standard information of the first response information in a word vector bit-by-bit accumulation mode, calculating the similarity of the two vectors to be 60% by using a cosine similarity algorithm, and taking the similarity as the matching degree of the good and the service standard information of the first response information; calculating the vector representation of the good and service standard information of the first response information in a word vector bit-by-bit accumulation mode, calculating the similarity of the two vectors to be 75% by using a cosine similarity algorithm, and taking the similarity as the matching degree of the good and service standard information of the first response information; calculating the vector representation of the 'good' and the 'pair' of the first response information by a word vector bit-wise accumulation mode, calculating the similarity of the two vectors to be 50% by using a cosine similarity algorithm, and taking the similarity as the matching degree of the 'good' and the 'pair' of the first response information; the method comprises the steps of calculating the vector representation of 'good' and 'no error' of the first response information by a word vector bit-by-bit accumulation mode, calculating the similarity of the two vectors to be 50% by using a cosine similarity algorithm, and taking the similarity as the matching degree of 'good' and 'no error' of the first response information. After each piece of service standard information in the service standard information base is calculated, the matching degree of the first response information and each piece of service standard information can be obtained, and the service standard information with the highest matching degree with the first response information can be identified as yes, and the highest matching degree is 75%. Then, the server compares the highest matching degree (75%) with a first preset value (50%) and a second preset value (80%), respectively, and knows that the highest matching degree (75%) is not smaller than the first preset value (50%) and not larger than the second preset value (80%), which means that the first response information is ' good ' and has fuzzy semantics, so that user willingness verification needs to be performed, the server generates guiding voice information ' such as ' know securities market risk and voluntarily performs securities business handling according to the ' yes ' of the service standard information with the highest matching degree, requests for yes ', then converts according to a preset video conversion algorithm or invokes an existing text-to-video application, generates a second digital human video containing the guiding voice information according to the guiding voice information, then sends the second digital human video to the terminal equipment, and plays and displays the second digital human video to the user by utilizing a video output module of the terminal equipment. After watching the second digital personal video played by the terminal equipment, the user can perform standard voice response according to the guiding voice operation information to obtain second response information 'yes', after the terminal equipment obtains the second response information 'yes' of the user voice response by utilizing the self-contained voice acquisition module, the second response information 'yes' is sent to the server, and the server obtains the second response information 'yes' after the user performs voice response on the guiding voice operation information in the second digital personal video, so that the fact that the second response information 'yes' is consistent with the service standard information 'yes' with highest matching degree can be judged, and the meaning that the first response information with fuzzy semantics given by the user can be definitely in accordance with the service handling requirement is provided, and the service handling process is continued. In other embodiments, if the user does not respond by performing the standard voice response "yes" according to the direction of the user after watching the second digital personal video played by the terminal device, but performs other responses, the obtained second response information is not "yes", and the server can determine that the second response information is inconsistent with the service standard information "yes" with the highest matching degree, which means that the first response information with the blurred semantics given by the user can be definitely not in accordance with the service handling requirement, so that the service handling flow is ended.
The above-described embodiments are provided for the present invention only and are not intended to limit the scope of patent protection. Insubstantial changes and substitutions can be made by one skilled in the art in light of the teachings of the invention, as yet fall within the scope of the claims.
Claims (4)
1. A business handling method based on digital human video is characterized by comprising the following steps:
A. acquiring business voice information from a preset business voice information base, generating a first digital personal video according to the business voice information, and displaying the first digital personal video to a user;
B. acquiring first response information after a user performs voice response on business operation information in the first digital personal video;
C. according to a preset semantic matching model, carrying out semantic matching on the first response information and a preset service standard information base, and identifying service standard information with highest matching degree with the first response information;
D. comparing the highest matching degree with a first preset value and a second preset value respectively, wherein the second preset value is larger than the first preset value, and concretely: if the highest matching degree is greater than the second preset value, executing the following step D1; if the highest matching degree is smaller than the first preset value, executing the following step D2; if the highest matching degree is not less than the first preset low value and not greater than the second preset value, executing the following step D3:
D1. carrying out a business handling process;
D2. ending the business handling flow;
D3. generating voice guiding information according to the service standard information with the highest matching degree, generating a second digital personal video according to the voice guiding information and displaying the second digital personal video to a user, acquiring second response information after the user performs voice response on the voice guiding information in the second digital personal video, judging whether the second response information is consistent with the service standard information with the highest matching degree, if so, executing the step D1, and if not, executing the step D2.
2. The business handling method based on digital human video according to claim 1, wherein in the step C, for each piece of business standard information in the preset business standard information base, vector representations of the first response information and the business standard information are calculated by means of word vector bit-wise accumulation, and then similarity of the two vectors is calculated by means of cosine similarity algorithm, and the similarity is used as matching degree of the first response information and the business standard information.
3. A computer readable storage medium, on which a computer program is stored, characterized in that the computer program, when being executed by a processor, carries out the steps of the business transaction method according to any of claims 1 to 2.
4. A digital human video-based business handling system comprising a server and a terminal device which are in communication connection with each other, wherein the terminal device comprises a video output module and a voice acquisition module, and the server comprises a computer readable storage medium and a processor which are connected with each other, and the computer readable storage medium is as set forth in claim 3; in the step A, the video output module of the terminal equipment is utilized to display the first digital human video to a user; in the step B, a voice acquisition module of the terminal equipment is utilized to acquire first response information after a user carries out voice response on the business speech information in the first digital personal video; in the step D3, the video output module of the terminal device is used to display the second digital personal video to the user, and the terminal device is used to obtain second response information after the user responds to the voice guiding information in the second digital personal video.
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