CN117952625A

CN117952625A - Transaction assistance method, device, electronic equipment and medium

Info

Publication number: CN117952625A
Application number: CN202410223966.5A
Authority: CN
Inventors: 郭海域
Original assignee: Industrial and Commercial Bank of China Ltd ICBC
Current assignee: Industrial and Commercial Bank of China Ltd ICBC
Priority date: 2024-02-28
Filing date: 2024-02-28
Publication date: 2024-04-30

Abstract

A transaction assistance method, a transaction assistance device, electronic equipment and a transaction assistance medium are provided, and can be applied to the technical field of big data and the technical field of artificial intelligence. The method comprises the following steps: acquiring a target service requirement of a target client; selecting a service type based on the target service demand, wherein the service type comprises a guide prompt service and a problem solving service; under the condition that the service type is the guiding prompt service, performing scene matching analysis or event matching analysis on target client behavior information, target client information, current transaction information and/or current event information by using a first analysis model to acquire guiding prompt information; and under the condition that the service type is the problem solving service, carrying out solution analysis on the problem information by utilizing the second analysis model and the problem database to obtain the problem guiding information.

Description

Transaction assistance method, device, electronic equipment and medium

Technical Field

The present invention relates to the field of big data technology and the field of artificial intelligence technology, and more particularly, to a transaction assistance method, apparatus, electronic device, and medium.

Background

With the widespread use of electronic banking channels, customers increasingly rely on online platforms to conduct various financial transactions. Electronic banking channels provide a convenient way to perform a variety of complex transactions, but with the attendant problems and confusion that customers may encounter during the transaction. Information and status of each customer is unique and problems in the transaction process can lead to anxiety and uncertainty. At present, the existing prompt information is generally a general warm prompt, and cannot meet the specific requirements of clients in specific transaction situations.

In addition, customers are often only able to resort to telephone customer service in the face of transaction problems, which is not only not intuitive and convenient enough, but can also lead to delays in transactions and reduced customer satisfaction. Accordingly, there is a need to provide a more intelligent and personalized way to assist customers in completing complex financial transactions, providing practical transaction guidance and questions solutions to enhance the customer's interactive experience.

Disclosure of Invention

In view of the foregoing, according to a first aspect of the present invention, there is provided a transaction assistance method, the method including: acquiring a target service requirement of a target client; selecting a service type based on the target service demand, wherein the service type comprises a guide prompt service and a problem solving service; under the condition that the service type is a guiding prompt service, acquiring target client behavior information, target client information, current transaction information and/or current event information; performing scene matching analysis or event matching analysis on the target client behavior information, the target client information, the current transaction information and/or the current event information by using a first analysis model to obtain guide prompt information, wherein the guide prompt information is used for guiding the target client to complete transaction; and under the condition that the service type is a problem solving service, identifying the problem of the target client to obtain problem information, and carrying out solution analysis on the problem information by utilizing a second analysis model and a problem database to obtain problem guiding information, wherein the problem guiding information is used for guiding the target client to solve the problem.

According to some exemplary embodiments, the first analysis model includes a scene analysis model or an event analysis model, and the obtaining, by using the first analysis model, the guiding prompt information includes: based on the target client behavior information, the target client information and the current transaction information, performing current transaction scene analysis by using the scene analysis model to obtain transaction scene information; acquiring the guide prompt information based on the transaction scene information; or analyzing the event triggered by the target client by using the event analysis model based on the target client behavior information and the current event information to acquire the guide prompt information.

According to some exemplary embodiments, the acquiring the guiding prompt information based on the transaction scenario information specifically includes: obtaining predefined prompt message templates, wherein the prompt message templates comprise N prompt message templates, each prompt message template corresponds to a transaction scene, and N is a positive integer; based on the transaction scene information, a corresponding prompt message template is obtained; and replacing placeholders or variables in the corresponding prompt information templates to obtain the guide prompt information.

According to some exemplary embodiments, the training of the second analysis model by the natural language processing model, the performing solution analysis on the problem information by using the second analysis model and the problem database, and obtaining the problem guiding information specifically includes: preprocessing the problem information; classifying the problems of the preprocessed problem information by using the second analysis model to obtain the types of the problems; and matching the problem information with the problems in the problem database based on the problem type, and acquiring problem guide information.

According to some exemplary embodiments, the matching the problem information with the problem in the problem database, and obtaining problem guidance information specifically includes: responding to successful matching of the problem information and the target problem in the problem database, and acquiring problem instruction information corresponding to the target problem; or responding to failure of matching the problem information with the problem in the problem database, searching related problems in the problem database by using a fuzzy matching algorithm, and acquiring problem guiding information corresponding to the related problems.

According to some exemplary embodiments, the target customer behavior information is obtained by burying a point for the customer behavior, where the method specifically includes: responding to transaction occurrence or event triggering, and acquiring a buried point record; and acquiring the target customer behavior information based on the buried point record.

According to some exemplary embodiments, the method further comprises: responding to the target client to complete the transaction, and optimizing the prompt information template based on the buried point record corresponding to the target client behavior information; and/or in response to the problem resolution of the target customer, optimizing the problem database based on the buried point record corresponding to the target customer behavior information.

According to some exemplary embodiments, a digital person customer service is provided, wherein the digital person customer service is used for displaying the guiding prompt information and the problem guiding information.

According to a second aspect of the present invention, there is provided a transaction assistance device, the device comprising: the target service demand acquisition module is used for: the target service demand service type selection module is used for acquiring a target client and is used for: selecting a service type based on the target service demand, wherein the service type comprises a guide prompt service and a problem solving service; the guidance prompt assisting module is used for: under the condition that the service type is a guiding prompt service, acquiring target client behavior information, target client information, current transaction information and/or current event information; performing scene matching analysis or event matching analysis on the target client behavior information, the target client information, the current transaction information and/or the current event information by using a first analysis model to obtain guide prompt information, wherein the guide prompt information is used for guiding the target client to complete transaction; and a problem-solving-assistance module configured to: and under the condition that the service type is problem solving service, identifying the problem of the target client to obtain problem information, and carrying out solution analysis on the problem information by utilizing a second analysis model and a problem database to obtain problem guiding information, wherein the problem guiding information is used for guiding the target client to solve the problem.

According to some example embodiments, the guideline prompt assistance module may include a transaction scenario indication module or a trigger event indication unit.

According to some exemplary embodiments, the transaction scenario indication module may be configured to perform a current transaction scenario analysis using the scenario analysis model based on the target customer behavior information, the target customer information, and the current transaction information, to obtain transaction scenario information; and acquiring the guide prompt information based on the transaction scene information.

According to some exemplary embodiments, the trigger event indication unit may be configured to analyze an event triggered by a target client by using the event analysis model based on the target client behavior information and the current event information, so as to obtain the guidance prompt information.

According to some example embodiments, the transaction scenario indication module may include a transaction scenario indication module and a format conversion unit.

According to some example embodiments, the entity identification module may include a hint information template acquisition unit, a corresponding hint information template acquisition unit, and a replacement unit.

According to some exemplary embodiments, the hint information template obtaining unit may be configured to obtain predefined hint information templates, where the hint information templates include N hint information templates, each hint information template corresponds to a transaction scenario, and N is a positive integer.

According to some exemplary embodiments, the corresponding hint information template obtaining unit may be configured to obtain a corresponding hint information template based on the transaction scenario information.

According to some exemplary embodiments, the replacing unit may be configured to replace a placeholder or a variable in the corresponding hint information template, to obtain the guidance hint information.

According to some example embodiments, the problem resolution assistance module may include a preprocessing unit, a problem type acquisition unit, and a matching module.

According to some exemplary embodiments, the preprocessing unit may be configured to preprocess the problem information.

According to some exemplary embodiments, the problem type obtaining unit may be configured to classify the problem with the second analysis model, and obtain the problem type.

According to some exemplary embodiments, the matching module may be configured to match the question information with questions in the question database based on the question type, and obtain question guidance information.

According to some exemplary embodiments, the matching module comprises a direct acquisition unit or an indirect acquisition unit.

According to some exemplary embodiments, the direct obtaining unit may be configured to obtain the problem guidance information corresponding to the target problem in response to the problem information successfully matching the target problem in the problem database.

According to some exemplary embodiments, the indirect obtaining unit may be configured to, in response to failure of matching the problem information with a problem in the problem database, search for a related problem in the problem database using a fuzzy matching algorithm, and obtain problem guidance information corresponding to the related problem.

According to some example embodiments, the transaction assistance device may further include a buried point module and an optimization module.

According to some exemplary embodiments, the buried point module may include a buried point record acquiring unit and a behavior information acquiring unit.

According to some example embodiments, the buried point record obtaining unit may be configured to obtain the buried point record in response to a transaction occurrence or an event trigger.

According to some exemplary embodiments, the behavior information acquisition unit may be configured to acquire the target customer behavior information based on the buried point record.

According to some example embodiments, the optimized module may include a hint information template optimizing unit and/or a problem database optimizing unit.

According to some exemplary embodiments, the information template optimizing unit may be configured to optimize the hint information template based on a buried point record corresponding to the target customer behavior information in response to the target customer completing a transaction.

According to some exemplary embodiments, the problem database optimization unit may be configured to optimize the problem database based on buried point records corresponding to the target customer behavior information in response to problem resolution of the target customer.

According to a third aspect of the present invention, there is provided an electronic device comprising: one or more processors; and a storage device for storing one or more programs, wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to perform the method as described above.

According to a fourth aspect of the present invention there is provided a computer readable storage medium having stored thereon executable instructions which when executed by a processor cause the processor to perform a method as described above.

According to a fifth aspect of the present invention there is provided a computer program product comprising a computer program which, when executed by a processor, implements a method as described above.

One or more of the above embodiments have the following advantages or benefits: according to the transaction assistance method provided by the invention, the scene, the event and the problem are respectively analyzed based on the service type through the first analysis model and the second analysis model, so that a system does not need to process a large amount of data at the same time, and therefore, the calculation resources can be saved; meanwhile, through the analysis matching of the first analysis model and the second analysis model, the system can give out prompt or answer the problem of the client more accurately and rapidly, and is helpful for responding to the client requirement quickly; and the accompanying transaction assistance can be carried out according to different information of each client according to different scenes and user demands, so that the transaction can be successfully completed until the clients, and the user experience is improved.

Drawings

The foregoing and other objects, features and advantages of the invention will be apparent from the following description of embodiments of the invention with reference to the accompanying drawings, in which:

Fig. 1 schematically illustrates an application scenario diagram of a transaction assistance method, apparatus, device, medium according to an embodiment of the invention.

Fig. 2 schematically shows a flow chart of a transaction assistance method according to an embodiment of the invention.

Fig. 3 schematically shows a flowchart of a method of obtaining guidance prompt information according to an embodiment of the invention.

Fig. 4 schematically shows a flowchart of a method of acquiring guidance prompt information based on transaction scenario information according to an embodiment of the invention.

Fig. 5 schematically illustrates a flow chart of a method of obtaining issue guidance information using a second analytical model and an issue database according to an embodiment of the present invention.

Fig. 6 schematically shows a flow chart of a method of matching issue information with issues in an issue database according to an embodiment of the invention.

Fig. 7 schematically shows a flow chart of a method of obtaining target customer behavior information according to an embodiment of the invention.

Fig. 8 schematically shows a flow chart of a method of optimizing based on buried point records according to an embodiment of the present invention.

Fig. 9 schematically illustrates a flow chart of a method of digital personal attendant assistance transactions in accordance with an embodiment of the present invention.

Fig. 10 schematically shows a block diagram of a transaction assistance device according to an embodiment of the invention.

Fig. 11 schematically shows a block diagram of an electronic device adapted for a transaction assistance method according to an embodiment of the invention.

Detailed Description

Hereinafter, embodiments of the present invention will be described with reference to the accompanying drawings. It should be understood that the description is only illustrative and is not intended to limit the scope of the invention. In the following detailed description, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of the embodiments of the invention. It may be evident, however, that one or more embodiments may be practiced without these specific details. In addition, in the following description, descriptions of well-known structures and techniques are omitted so as not to unnecessarily obscure the present invention.

The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the invention. The terms "comprises," "comprising," and/or the like, as used herein, specify the presence of stated features, steps, operations, and/or components, but do not preclude the presence or addition of one or more other features, steps, operations, or components.

All terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art unless otherwise defined. It should be noted that the terms used herein should be construed to have meanings consistent with the context of the present specification and should not be construed in an idealized or overly formal manner.

Where a convention analogous to "at least one of A, B and C, etc." is used, in general such a convention should be interpreted in accordance with the meaning of one of skill in the art having generally understood the convention (e.g., "a system having at least one of A, B and C" would include, but not be limited to, systems having a alone, B alone, C alone, a and B together, a and C together, B and C together, and/or A, B, C together, etc.).

In the technical scheme of the invention, the acquisition, storage, application and the like of the related personal information of the user accord with the regulations of related laws and regulations, necessary security measures are taken, and the public order harmony is not violated.

First, technical terms described herein are explained and illustrated as follows.

Digital human customer service is an application of artificial intelligence and natural language processing techniques aimed at providing highly intelligent and personalized customer service and support. Such services are typically provided in the form of virtual agents, virtual assistants, or digital personnel. Digital human customer service can simulate the language and behavior of humans, enabling customers to interact with them in a natural way, typically through text chat, speech recognition, or visual interfaces.

Natural language processing (Natural Language Processing, NLP) models are an artificial intelligence technique for processing and understanding text or speech data in human natural language. These models are widely used for various natural language processing tasks such as text analysis, speech recognition, machine translation, emotion analysis, text generation, question-answering systems, etc.

Buried points refer to the insertion of special codes or markers in a software application or website for recording user behavior and activity data. Such data may be used for a variety of purposes such as analyzing user behavior, performance optimization, user experience improvement, security monitoring, and the like. Buried points are often used to track user interactions with applications or websites to obtain valuable information about user behavior and usage.

With the continuous advancement of technology, electronic banking channels have become an integral part of modern banking. These online electronic banking channels provide customers with a convenient way to conduct various banking transactions, from simple funds transfer to complex financial investments. However, with the increasing and increasing complexity of the business, the financial needs and status of each customer become increasingly diverse and complex.

In conducting electronic banking transactions, customers often experience various problems and confusion. Sometimes, the customer may not know how to properly execute a particular transaction or may encounter error messages or prompts during the transaction, without knowing how to resolve the issues, and proceed with the transaction.

At present, the existing prompt information is usually a fixed warm prompt, so that the personalized requirements of clients are difficult to meet, and the clients cannot be effectively guided to solve the current problems. This situation makes it necessary for the customer to consult with the telephone to take time and effort, and the manner of telephone consultation does not necessarily provide adequate guidance and assistance.

Based on this, an embodiment of the present invention provides a transaction assistance method, the method including: acquiring a target service requirement of a target client; selecting a service type based on the target service demand, wherein the service type comprises a guide prompt service and a problem solving service; under the condition that the service type is a guiding prompt service, acquiring target client behavior information, target client information, current transaction information and/or current event information; performing scene matching analysis or event matching analysis on the target client behavior information, the target client information, the current transaction information and/or the current event information by using a first analysis model to obtain guide prompt information, wherein the guide prompt information is used for guiding the target client to complete transaction; and under the condition that the service type is a problem solving service, identifying the problem of the target client to obtain problem information, and carrying out solution analysis on the problem information by utilizing a second analysis model and a problem database to obtain problem guiding information, wherein the problem guiding information is used for guiding the target client to solve the problem. According to the transaction assistance method provided by the invention, the scene, the event and the problem are respectively analyzed based on the service type through the first analysis model and the second analysis model, so that a system does not need to process a large amount of data at the same time, and therefore, the calculation resources can be saved; meanwhile, through the analysis matching of the first analysis model and the second analysis model, the system can give out prompt or answer the problem of the client more accurately and rapidly, and is helpful for responding to the client requirement quickly; and the accompanying transaction assistance can be carried out according to different information of each client according to different scenes and user demands, so that the transaction can be successfully completed until the clients, and the user experience is improved.

It should be noted that the transaction assistance method, apparatus, device and medium determined by the present invention may be used in the big data technical field and the artificial intelligence technical field, may also be used in the financial field, and may also be used in various fields other than the big data technical field and the artificial intelligence technical field, and the financial field. The application fields of the transaction assistance method, the device, the equipment and the medium provided by the embodiment of the invention are not limited.

In the technical scheme of the invention, the related user information (including but not limited to user personal information, user image information, user equipment information, such as position information and the like) and data (including but not limited to data for analysis, stored data, displayed data and the like) are information and data authorized by a user or fully authorized by all parties, and the related data are collected, stored, used, processed, transmitted, provided, disclosed, applied and the like, all comply with related laws and regulations and standards, necessary security measures are adopted, no prejudice to the public order is provided, and corresponding operation entries are provided for the user to select authorization or rejection.

In the scenario of using personal information to make an automated decision, the method, the device and the system provided by the embodiment of the invention provide corresponding operation inlets for users, so that the users can choose to agree or reject the automated decision result; if the user selects refusal, the expert decision flow is entered. The expression "automated decision" here refers to an activity of automatically analyzing, assessing the behavioral habits, hobbies or economic, health, credit status of an individual, etc. by means of a computer program, and making a decision. The expression "expert decision" here refers to an activity of making a decision by a person who is specializing in a certain field of work, has specialized experience, knowledge and skills and reaches a certain level of expertise.

As shown in fig. 1, an application scenario 100 according to this embodiment may include terminal devices 101, 102, 103, a network 104, and a server 105. The network 104 is used as a medium to provide communication links between the terminal devices 101, 102, 103 and the server 105. The network 104 may include various connection types, such as wired, wireless communication links, or fiber optic cables, among others.

The user may interact with the server 105 via the network 104 using the terminal devices 101, 102, 103 to receive or send messages or the like. Various communication target client applications, such as shopping class applications, web browser applications, search class applications, instant messaging tools, mailbox target clients, social platform software, etc. (by way of example only) may be installed on the terminal devices 101, 102, 103.

The terminal devices 101, 102, 103 may be a variety of electronic devices having a display screen and supporting web browsing, including but not limited to smartphones, tablets, laptop and desktop computers, and the like.

The server 105 may be a server providing various services, such as a background management server (by way of example only) providing support for websites browsed by users using the terminal devices 101, 102, 103. The background management server may analyze and process the received data such as the user request, and feed back the processing result (e.g., the web page, information, or data obtained or generated according to the user request) to the terminal device.

It should be noted that the transaction assistance method provided by the embodiment of the present invention may be generally executed by the server 105. Accordingly, the transaction assistance device provided by the embodiment of the present invention may be generally disposed in the server 105. The transaction assistance method provided by the embodiment of the present invention may also be performed by a server or a server cluster that is different from the server 105 and is capable of communicating with the terminal devices 101, 102, 103 and/or the server 105. Accordingly, the transaction assistance device provided by the embodiment of the present invention may also be provided in a server or a server cluster, which is different from the server 105 and is capable of communicating with the terminal devices 101, 102, 103 and/or the server 105.

It should be understood that the number of devices and networks in fig. 1 is merely illustrative. There may be any number of devices and networks, as desired for implementation.

As shown in fig. 2, the transaction assistance method 200 of this embodiment may include operations S210 to S240.

In operation S210, a target service requirement of a target client is acquired.

In embodiments of the present invention, the system may obtain target service requirements expressed by the target customer, such as how to perform a particular financial transaction or operation, or related to a practical problem or difficulty.

Optionally, during the real-time transaction of the client, the system may also continuously monitor its interaction behavior and input, which may include the client's clicking on an application or website, keyboard input, mouse movement, etc., and use behavior analysis techniques to identify the client's needs and provide corresponding services. For example, if a customer clicks multiple times on a particular type of transaction option or questions in an input box, the system may treat these actions as signals of demand and actively provide services.

In operation S220, a service type is selected based on the target service requirement, wherein the service type includes a guideline prompt service and a problem solving service.

In embodiments of the present invention, the guideline prompt service is intended to provide customers with steps and guidelines for transactions to ensure that they are able to successfully complete the desired operation. For example, the guideline alert service may include: providing a step-by-step instruction, interpreting the flow of transactions or operations, providing relevant information according to customer needs, etc.

In embodiments of the present invention, the problem-solving service is intended to help customers solve specific problems encountered in transactions. For example, the problem-solving service may include: identifying the type of customer problem or doubt, providing problem solutions and solutions, and supporting customers to solve problems such as errors or prompts.

In operation S230, in case the service type is the guide prompt service, acquiring target client behavior information, target client information, current transaction information, and/or current event information; and performing scene matching analysis or event matching analysis on the target client behavior information, the target client information, the current transaction information and/or the current event information by using a first analysis model to obtain guide prompt information, wherein the guide prompt information is used for guiding the target client to complete the transaction.

In embodiments of the present invention, the target customer behavior information, target customer information, current transaction information, and/or current event information may be obtained via a database. The database may serve as a central repository for storing and managing various customer-related information to retrieve and use such information when needed.

The target customer behavior information may be information recorded by which transactions the customer has made, which events have been triggered, etc., such as: on a certain day the customer makes deposits, transaction success, transaction records, login and logout times, browsing actions, etc.

The target client information may be basic information of the target client, mainly the state and basic information of the client, for example: the client information is used as basic information and can be used as information for judging whether the client meets the condition or prompting the client to need notice or enjoy the rights.

The current transaction information may include specific page information of the real-time transaction and basic information of rights or conditions required for the transaction. When a customer is transacting, the real-time information of the transaction is recorded in a transaction database, and the transaction database can be monitored in real time to acquire the information of the current transaction state, type, amount and the like of the customer.

The current event information may be information that records events triggered by some customer common operations, such as: the customer enters an amount, selects a time, or triggers a specific branch scenario for the transaction, etc.

In an embodiment of the invention, the first analysis model comprises a scene analysis model or an event analysis model. And analyzing the target client behavior information, the target client information, the current transaction information and/or the current event information through a scene analysis model or an event analysis model respectively, so that more targeted prompt information of the target client under different requirements can be obtained.

As shown in fig. 3, the method for acquiring the guidance prompt information of this embodiment may include operation S310 or operation S320, and the operation S310 or operation S320 may at least partially perform operation S230.

In operation S310, performing current transaction scenario analysis by using the scenario analysis model based on the target client behavior information, the target client information, and the current transaction information, to obtain transaction scenario information; and acquiring the guide prompt information based on the transaction scene information.

In embodiments of the present invention, a pre-trained scene analysis model may be used that is capable of identifying a current transaction scene based on customer behavior, customer information, and current transaction information. The scene analysis model may be trained based on a machine-learned model, such as a decision tree, neural network, or rules engine.

In an embodiment of the invention, the scenario analysis model will analyze the above information and identify the current transaction scenario to generate transaction scenario information, which may include transaction type, transaction object, associated account, transaction amount, time stamp, etc. Based on the identified transaction scenario information, the system may obtain corresponding guideline cues by using predefined rules to provide the guidance and assistance required by the customer. Wherein information in the form of text, graphics, voice or multimedia can be passed so that the customer can clearly understand and execute according to the prompts.

As shown in fig. 4, the method for acquiring guidance prompt information based on transaction scenario information of this embodiment may include operations S410 to S430, and operations S410 to S430 may at least partially perform operation S310.

In operation S410, a predefined hint information template is obtained, where the hint information template includes N hint information templates, each hint information template corresponds to a transaction scenario, and N is a positive integer.

In an embodiment of the present invention, a series of alert information templates may be predefined in the system, each template corresponding to a particular transaction scenario, which templates may include text, variables, placeholders, and related transaction scenario information.

In operation S420, a corresponding hint information template is obtained based on the transaction scenario information.

In embodiments of the present invention, logic or rules may be used to match transaction scenario information to a corresponding transaction scenario template. Specifically, the method can be realized by searching the matching condition of the transaction scene information and the predefined template.

In operation S430, the placeholder or variable in the corresponding alert information template is replaced, and the guiding alert information is obtained.

In the embodiment of the invention, the placeholders or variables in the template can be replaced by actual transaction scene information or other related information, and the corresponding information is filled into the template according to the structure of the template. Specifically, the selected template may be traversed to replace placeholders or variables therein with actual information. This may include transaction scenario, amount, date, customer information, etc.

The following are examples of obtaining the guidance prompt information based on the transaction scenario information:

1. Entering a money transfer transaction scenario: after entering the money transfer transaction, the analysis client satisfies the condition, and then a introduction guidance prompt for the transaction can be given, for example: the transaction is a remittance transaction, supports personnel wanting me or other banks or transfers funds to a public account, and needs to carry out certain verification and identification and risk control in the process.

Referring back to fig. 3, in operation S320, based on the target client behavior information and the current event information, an event triggered by the target client is analyzed by using the event analysis model, and the guiding prompt information is obtained.

In embodiments of the present invention, a pre-trained event analysis model may be used that is capable of identifying the type of event triggered based on customer behavior information and current event information. This model may be machine learning based, such as a classifier, a cluster model, or a rules engine. When the event information is triggered, the event analysis model can analyze the event triggered by the target client, and can generate the guiding prompt information according to the event information data so as to provide corresponding prompt and guidance for the client and assist the client to fill in correctly and complete the transaction.

The following is an example of analyzing the event triggered by the target client to obtain the guiding prompt information:

1. After entering money transfer transaction, the customer clicks the money input box first, triggers an input money event and matches event information data, so that the customer can be prompted that money transfer amount can be input, and the money must be smaller than the current balance of the payment card;

2. After entering the money transfer transaction, the customer clicks the money input box first to trigger the money input event and select the payment card, and if the balance of the selected payment card is insufficient for the money transfer amount, the customer can be prompted with 'the balance of the payment card selected by the customer is insufficient and overdraft transfer is not supported, and the customer requests to reselect'.

Referring back to fig. 4, in operation S240, in the case where the service type is a problem solving service, identifying a problem of the target client to obtain problem information, and performing solution analysis on the problem information using a second analysis model and a problem database to obtain problem guide information, wherein the problem guide information is used to guide the target client to solve the problem.

As shown in fig. 5, the method for acquiring the problem guide information using the second analysis model and the problem database of the embodiment may include operations S510 to S530, and the operations S510 to S530 may at least partially perform the operation S320.

In operation S510, the problem information is preprocessed.

In embodiments of the present invention, the problem information may be text cleaned, including removal of special characters, punctuation marks, spaces, and conversion to lower case letters, to ensure consistency and accuracy.

In operation S520, the problem information after the preprocessing is classified by using the second analysis model, and the problem type is acquired.

In embodiments of the present invention, a second analysis model may be built using a problem classification model, which may be a machine learning model (e.g., text classifier) or other related model. The training goals of the model need to understand the differences between different question types and be able to accurately classify the questions. The task of the second analytical model is to map the problem information into predefined problem types. The question types may include account inquiry, transaction questions, technical support, product information and the like, and the specific question types may be set according to expert experience and business requirements.

In operation S530, the question information is matched with the questions in the question database based on the question type, and question guide information is acquired.

In an embodiment of the present invention, the problem database may contain various problems occurring during the history business and their corresponding solutions or guidance information. The question database may be predefined and contain question-answer pairs.

In the embodiment of the invention, matching of the problem information presented by the client with the problems in the problem database can be realized by using a similarity algorithm, keyword matching or other matching methods, and corresponding problem guiding information is extracted from the problem database. Which may include solutions, suggestions, or guidelines for the customer's questions.

As shown in fig. 6, the method of matching problem information with problems in the problem database of this embodiment may include operation S610 or operation S620, and operation S610 or operation S620 may at least partially perform operation S530.

In operation S610, in response to successful matching of the problem information with the target problem in the problem database, the problem instruction information corresponding to the target problem is acquired.

In operation S620, in response to failure in matching the problem information with the problem in the problem database, a fuzzy matching algorithm is used to find related problems in the problem database, and problem guidance information corresponding to the related problems is obtained.

In an embodiment of the present invention, if the problem information presented by the client is not successfully matched in operation S530, it indicates that the problem matching fails. To be able to provide better problem solving services, fuzzy matching algorithms may be used to find relevant problems in the problem database. The fuzzy matching algorithm can search the questions related to the customer questions according to the similarity of the questions text, the keyword matching or other similarity measures, and present the question guidance information corresponding to the alternative questions to the customer in a clear mode, and the customer can select the question guidance which best meets the requirements of the customer from the alternative questions.

The following is an example of performing solution analysis on the problem information to obtain problem guiding information:

1. after the money transfer transaction is entered, the transaction is submitted, if the error is reported that the client has no external transfer authority, the matching solution to the problem can be that the client opens the authority. When the error is reported as ' no authority ', a client is given to prompt that ' you do not open the authority for external transfer currently, and the transaction is tried after the authority for transfer is opened through the function of opening the authority;

2. After entering money transfer transaction, submitting 1 ten thousand yuan of money transfer error reporting 'overrun', wherein the value set according to the analysis client information quota is 5000 yuan; transaction information needs to meet a limit to be remittable; matching a solution to this problem may be to prompt the customer for a quota. In combination with the information, after reporting the overrun error, the client is prompted with' you are currently limited to 5000 yuan, remittance is 1 ten thousand yuan beyond the limit, and transaction can be tried after the limit is adjusted through the limit adjusting function.

In addition, because the embedded point information can be used for providing prompt information so as to conveniently and quickly identify the behavior information of the target user, the embodiment of the invention also provides a method for obtaining the behavior information of the target client by designing the embedded point.

As shown in fig. 7, the method of acquiring the relationship of the target client behavior information of this embodiment may include operations S710 to S720.

In operation S710, a buried point record is acquired in response to a transaction occurrence or event trigger.

In operation S720, the target client behavior information is acquired based on the buried point record. For example: if the customer makes deposit on a certain day and the transaction is successful, the buried point record can generate a prompt, and a regular deposit is expired and is timely taken; and closing the rights to external transfer in the xxxx year xx month xx day, and currently, transferring cannot be performed.

In addition, in order to be able to understand the behavior pattern of the client to provide more valuable prompts, the embodiment of the invention also provides a method for optimizing prompt message templates and/or problem databases based on buried point records. After the client finishes the transaction, the client continuously perfects the corresponding prompt information data by recording the corresponding buried point information data.

As shown in fig. 8, the method of optimizing based on the buried point record of this embodiment may include operation S810 and/or operation S820.

In operation S810, in response to the target client completing the transaction, the hint information template is optimized based on the buried point record corresponding to the target client behavior information.

In embodiments of the present invention, the collected buried point records may be analyzed to learn about the customer's transaction patterns, common problems, and needs. Based on the results of the analysis, the prompt message template may be updated, including adding new prompt messages, modifying existing prompts, improving language expressions and structures, etc., to better meet customer needs.

In operation S820, in response to the problem resolution of the target client, the problem database is optimized based on the buried point record corresponding to the target client behavior information.

In the embodiment of the invention, the problem information in the collected buried point records can be analyzed to know the common problem types, problem solving processes, problem frequencies and the like of clients. Based on the results of the analysis, the problem database may be updated, which may include adding new problems and solutions, modifying existing problem entries, providing more detailed solutions, and so forth.

In the embodiment of the invention, the digital personnel customer service can be set to carry out accompanying interaction with the customer so as to display or newspaper the guiding prompt information and the problem guiding information. The digital customer service is taken as a virtual customer service person, and can be an virtual image for directly suspending and displaying the customer above a transaction page and accompanying the customer at any time. In addition, customer customized customer service images (men, women, robots and the like) are supported, and customer voice-to-text recognition of customer intention and problem, current transaction page recognition and current scene to be assisted determination are supported; the digital personnel service component supports displaying text, pictures, video and other guiding information for the customer and correspondingly reporting and reading.

In the embodiment of the invention, the guiding prompt assistance and the problem solving assistance can be classified according to the requirements in the actual transaction process. The implementation mechanism mainly comprises the following modules: the system comprises a digital person customer service module, an assistance prompt guiding module, an analysis model module and a database formed by client information, transaction information, behavior embedded point information, event information and a problem database. Through the cooperation of the modules, guiding prompts or problem guidance can be provided for clients through analysis according to the related information under a specific scene.

In the embodiment of the invention, for guiding prompt assistance, digital customer service can identify and acquire current transaction information of a customer, and a guiding module and an analysis model module are assisted to obtain a current transaction scene according to the customer information, the transaction information and behavior buried point information so as to obtain corresponding guiding prompt information; and for the event triggered by the client, analyzing the current event according to the client behavior buried point information and the event information to obtain the guiding prompt information. For the prompt information generated by the auxiliary prompt guide module, the digital personnel customer service components can be uniformly displayed and read, so that the customer can guide the transaction to be smoothly carried out.

In the embodiment of the invention, for the assistance of the problem solving type, the digital personnel customer service can identify the current problem scene, and the assistance guiding problem solving module and the analysis model module obtain guiding information for solving the current problem according to the client information, the transaction information and the problem database. For the guidance information generated by the help-aware problem solving module, the digital personnel customer service can perform unified display and newspaper reading to guide the customer to solve the problem.

According to the transaction assistance method provided by the invention, the first analysis model and the second analysis model are used for respectively analyzing the scene, the event and the problem based on the service type, so that a system does not need to process a large amount of data at the same time, and therefore, the calculation resources can be saved; meanwhile, through the analysis matching of the first analysis model and the second analysis model, the system can give out prompt or answer the problem of the client more accurately and rapidly, and is helpful for responding to the client requirement quickly; and the accompanying transaction assistance can be carried out according to different information of each client according to different scenes and user demands, so that the transaction can be successfully completed until the clients, and the user experience is improved. Specifically, the following beneficial effects are brought:

1. Through embedded point recording and problem matching, the system can respond to the transaction and the problem of the client in real time, provide personalized guidance and a solution for the client, and personalized service and more accurate problem solution can improve the satisfaction of the client, so that the client can more easily understand and solve the problem, and unnecessary doubt and dissatisfaction are reduced;

2. The optimized prompt message template and the problem database can reduce the interaction times of the customer and customer service, and the customer can solve the problem more rapidly, thereby improving the transaction and service efficiency;

3. By constantly analyzing and optimizing buried point records, hint templates, and problem databases, the system is able to continuously improve service and user experience. Such improvements in iteration help to continually adapt to changes in customer demand;

4. using the second analytical model and fuzzy matching algorithm, the system can more accurately classify and match customer problems to appropriate problem solutions. The accuracy of problem matching is improved, and the clients are ensured to be correctly helped;

5. The operation cost can be reduced by reducing the problem solving time and customer service interaction times of the customers, and in addition, the common problems in the system can be identified and solved by analyzing the data, so that the workload of technical support is reduced.

Based on the transaction assistance method, the invention also provides a transaction assistance device. The device will be described in detail below in connection with fig. 10.

As shown in fig. 10, the transaction assistance apparatus 1000 according to this embodiment includes a target service demand acquisition module 1010, a service type selection module 1020, a direction prompt assistance module 1030, and a problem solving assistance module 1040.

The target service requirement acquisition module 1010 may be configured to acquire a target service requirement of a target client. In an embodiment, the target service requirement obtaining module 1010 may be configured to perform the operation S210 described above, which is not described herein.

The service type selection module 1020 may be configured to select a service type based on the target service requirement, wherein the service type includes a guideline prompt service and a problem resolution service. In an embodiment, the service type selection module 1020 may be configured to perform the operation S220 described above, which is not described herein.

The guidance prompt assistance module 1030 may be configured to obtain, in a case where the service type is a guidance prompt service, target client behavior information, target client information, current transaction information, and/or current event information; and performing scene matching analysis or event matching analysis on the target client behavior information, the target client information, the current transaction information and/or the current event information by using a first analysis model to obtain guide prompt information, wherein the guide prompt information is used for guiding the target client to complete the transaction. In an embodiment, the guidance prompt assistance module 1030 may be configured to perform the operation S230 described above, which is not described herein.

The problem solving assisting module 1040 may be configured to identify, when the service type is a problem solving service, a problem of the target client to obtain problem information, and perform solution analysis on the problem information by using a second analysis model and a problem database to obtain problem guiding information, where the problem guiding information is used to guide the target client to solve the problem. In an embodiment, the problem solving assistance module 1040 may be used to perform the operation S240 described above, which is not described herein.

According to an embodiment of the present invention, the guidance prompt assistance module 1030 may include a transaction scenario indication module or a trigger event indication unit.

The transaction scene indication module can be used for carrying out current transaction scene analysis by utilizing the scene analysis model based on the target client behavior information, the target client information and the current transaction information to obtain transaction scene information; and acquiring the guide prompt information based on the transaction scene information. In an embodiment, the transaction scenario indication module may be configured to perform the operation S310 described above, which is not described herein.

The trigger event indicating unit may be configured to analyze an event triggered by the target client by using the event analysis model based on the target client behavior information and the current event information, and obtain the guiding prompt information. In an embodiment, the trigger event indication unit may be configured to perform the operation S320 described above, which is not described herein.

According to an embodiment of the present invention, the transaction scenario indication module may include a transaction scenario indication module and a format conversion unit.

According to an embodiment of the present invention, the entity identification module may include a hint information template obtaining unit, a corresponding hint information template obtaining unit, and a replacing unit.

The prompt message template obtaining unit may be configured to obtain a predefined prompt message template, where the prompt message template includes N prompt message templates, each of the prompt message templates corresponds to a transaction scenario, and N is a positive integer. In an embodiment, the prompt message template obtaining unit may be configured to perform the operation S410 described above, which is not described herein.

The corresponding prompt message template obtaining unit may be configured to obtain a corresponding prompt message template based on the transaction scenario information. In an embodiment, the corresponding alert information template obtaining unit may be used to perform the operation S420 described above, which is not described herein.

The replacing unit can be used for replacing placeholders or variables in the corresponding prompt message templates to obtain the guide prompt message. In an embodiment, the replacing unit may be used to perform the operation S430 described above, which is not described herein.

According to an embodiment of the present invention, the problem resolution assistance module 1040 may include a preprocessing unit, a problem type acquisition unit, and a matching module.

The preprocessing unit may be configured to preprocess the problem information. In an embodiment, the preprocessing unit may be configured to perform the operation S510 described above, which is not described herein.

The problem type obtaining unit may be configured to classify the problem with the preprocessed problem information by using the second analysis model, and obtain a problem type. In an embodiment, the problem type obtaining unit may be configured to perform the operation S520 described above, which is not described herein.

The matching module can be used for matching the problem information with the problems in the problem database based on the problem type to acquire problem guiding information. In an embodiment, the matching module may be configured to perform the operation S530 described above, which is not described herein.

According to an embodiment of the invention, the matching module comprises a direct acquisition unit or an indirect acquisition unit.

The direct acquiring unit may be configured to acquire, in response to successful matching of the problem information with a target problem in the problem database, problem guidance information corresponding to the target problem. In an embodiment, the direct acquisition unit may be configured to perform the operation S610 described above, which is not described herein.

The indirect obtaining unit may be configured to, in response to failure in matching the problem information with the problem in the problem database, search for a related problem in the problem database using a fuzzy matching algorithm, and obtain problem guidance information corresponding to the related problem. In an embodiment, the indirect obtaining unit may be configured to perform the operation S620 described above, which is not described herein.

According to an embodiment of the present invention, the transaction assistance device 1000 may further include a buried point module and an optimization module.

According to the embodiment of the invention, the buried point module can comprise a buried point record acquisition unit and a behavior information acquisition unit.

The buried point record acquiring unit may be configured to acquire the buried point record in response to occurrence of a transaction or event triggering. In an embodiment, the buried point record obtaining unit may be configured to perform the operation S710 described above, which is not described herein.

The behavior information acquisition unit may be configured to acquire the target client behavior information based on the buried point record. In an embodiment, the behavior information obtaining unit may be configured to perform the operation S720 described above, which is not described herein.

According to an embodiment of the invention, the optimized module may comprise a prompt message template optimizing unit and/or a question database optimizing unit.

The information template optimizing unit may be configured to optimize the prompt information template based on the buried point record corresponding to the target client behavior information in response to the target client completing the transaction. In an embodiment, the information template optimizing unit may be configured to perform the operation S810 described above, which is not described herein.

The problem database optimization unit may be configured to optimize the problem database based on the buried point record corresponding to the target client behavior information in response to the problem resolution of the target client. In an embodiment, the problem database optimization unit may be configured to perform the operation S820 described above, which is not described herein.

Any of the target service requirement acquisition module 1010, the service type selection module 1020, the guideline prompt assistance module 1030, and the problem solving assistance module 1040 may be combined in one module to be implemented, or any of them may be split into a plurality of modules, according to an embodiment of the present invention. Or at least some of the functionality of one or more of the modules may be combined with, and implemented in, at least some of the functionality of other modules. According to embodiments of the present disclosure, at least one of the target service requirement acquisition module 1010, the service type selection module 1020, the direction hint assistance module 1030, and the problem resolution assistance module 1040 may be implemented at least in part as hardware circuitry, such as a Field Programmable Gate Array (FPGA), a Programmable Logic Array (PLA), a system on a chip, a system on a substrate, a system on a package, an Application Specific Integrated Circuit (ASIC), or may be implemented in hardware or firmware in any other reasonable manner of integrating or packaging the circuitry, or in any one of or a suitable combination of any of the three. Or at least one of the target service requirement acquisition module 1010, the service type selection module 1020, the guideline prompt assistance module 1030, and the problem solving assistance module 1040 may be implemented at least in part as a computer program module that, when executed, performs the corresponding functions.

As shown in fig. 11, an electronic device 1100 according to an embodiment of the present invention includes a processor 1101 that can perform various appropriate actions and processes according to a program stored in a Read Only Memory (ROM) 1102 or a program loaded from a storage section 1108 into a Random Access Memory (RAM) 1103. The processor 1101 may include, for example, a general purpose microprocessor (e.g., a CPU), an instruction set processor and/or an associated chipset and/or a special purpose microprocessor (e.g., an Application Specific Integrated Circuit (ASIC)), or the like. The processor 1101 may also include on-board memory for caching purposes. The processor 1101 may comprise a single processing unit or a plurality of processing units for performing the different actions of the method flow according to an embodiment of the invention.

In the RAM 1103, various programs and data necessary for the operation of the electronic device 1100 are stored. The processor 1101, ROM 1102, and RAM 1103 are connected to each other by a bus 1104. The processor 1101 performs various operations of the method flow according to the embodiment of the present invention by executing programs in the ROM 1102 and/or the RAM 1103. Note that the program may be stored in one or more memories other than the ROM 1102 and the RAM 1103. The processor 1101 may also perform various operations of the method flow according to an embodiment of the present invention by executing programs stored in the one or more memories.

According to an embodiment of the invention, the electronic device 1100 may also include an input/output (I/O) interface 1105, the input/output (I/O) interface 1105 also being connected to the bus 1104. The electronic device 1100 may also include one or more of the following components connected to the I/O interface 1105: an input section 1106 including a keyboard, a mouse, and the like; an output portion 1107 including a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, a speaker, and the like; a storage section 1108 including a hard disk or the like; and a communication section 1109 including a network interface card such as a LAN card, a modem, and the like. The communication section 1109 performs communication processing via a network such as the internet. The drive 1110 is also connected to the I/O interface 1105 as needed. Removable media 1111, such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like, is installed as needed in drive 1110, so that a computer program read therefrom is installed as needed in storage section 1108.

The present invention also provides a computer-readable storage medium that may be embodied in the apparatus/device/system described in the above embodiments; or may exist alone without being assembled into the apparatus/device/system. The computer-readable storage medium carries one or more programs which, when executed, implement methods in accordance with embodiments of the present invention.

According to embodiments of the present invention, the computer-readable storage medium may be a non-volatile computer-readable storage medium, which may include, for example, but is not limited to: a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the context of this document, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. For example, according to embodiments of the invention, the computer-readable storage medium may include ROM 1102 and/or RAM 1103 described above and/or one or more memories other than ROM 1102 and RAM 1103.

Embodiments of the present invention also include a computer program product comprising a computer program containing program code for performing the method shown in the flowcharts. The program code means for causing a computer system to carry out the methods provided by embodiments of the present invention when the computer program product is run on the computer system.

The above-described functions defined in the system/apparatus of the embodiment of the present invention are performed when the computer program is executed by the processor 1101. The systems, apparatus, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the invention.

In one embodiment, the computer program may be based on a tangible storage medium such as an optical storage device, a magnetic storage device, or the like. In another embodiment, the computer program can also be transmitted, distributed over a network medium in the form of signals, downloaded and installed via the communication portion 1109, and/or installed from the removable media 1111. The computer program may include program code that may be transmitted using any appropriate network medium, including but not limited to: wireless, wired, etc., or any suitable combination of the foregoing.

In such an embodiment, the computer program can be downloaded and installed from a network via the communication portion 1109, and/or installed from the removable media 1111. The above-described functions defined in the system of the embodiment of the present invention are performed when the computer program is executed by the processor 1101. The systems, devices, apparatus, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the invention.

According to embodiments of the present invention, program code for carrying out computer programs provided by embodiments of the present invention may be written in any combination of one or more programming languages, and in particular, such computer programs may be implemented in high-level procedural and/or object-oriented programming languages, and/or in assembly/machine languages. Programming languages include, but are not limited to, such as Java, c++, python, "C" or similar programming languages. The program code may execute entirely on the user's computing device, partly on the user's device, partly on a remote computing device, or entirely on the remote computing device or server. In the case of remote computing devices, the remote computing device may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computing device (e.g., connected via the Internet using an Internet service provider).

The flowcharts and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present invention. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.

The embodiments of the present invention are described above. These examples are for illustrative purposes only and are not intended to limit the scope of the present invention. Although the embodiments are described above separately, this does not mean that the measures in the embodiments cannot be used advantageously in combination. Various alternatives and modifications can be made by those skilled in the art without departing from the scope of the invention, and such alternatives and modifications are intended to fall within the scope of the invention.

Claims

1. A transaction assistance method, the method comprising:

Acquiring a target service requirement of a target client;

Selecting a service type based on the target service demand, wherein the service type comprises a guide prompt service and a problem solving service;

Under the condition that the service type is a guiding prompt service, acquiring target client behavior information, target client information, current transaction information and/or current event information; performing scene matching analysis or event matching analysis on the target client behavior information, the target client information, the current transaction information and/or the current event information by using a first analysis model to obtain guide prompt information, wherein the guide prompt information is used for guiding the target client to complete transaction; and

And under the condition that the service type is problem solving service, identifying the problem of the target client to obtain problem information, and carrying out solution analysis on the problem information by utilizing a second analysis model and a problem database to obtain problem guiding information, wherein the problem guiding information is used for guiding the target client to solve the problem.

2. The method according to claim 1, wherein the first analysis model comprises a scene analysis model or an event analysis model, and the obtaining, by using the first analysis model, guidance prompt information by performing scene matching analysis or event matching analysis on the target client behavior information, the target client information, the current transaction information, and/or the current event information specifically comprises:

Based on the target client behavior information, the target client information and the current transaction information, performing current transaction scene analysis by using the scene analysis model to obtain transaction scene information; acquiring the guide prompt information based on the transaction scene information; or (b)

And analyzing an event triggered by the target client by using the event analysis model based on the target client behavior information and the current event information to acquire the guide prompt information.

3. The method according to claim 2, wherein the acquiring the guiding message based on the transaction scenario information specifically includes:

obtaining predefined prompt message templates, wherein the prompt message templates comprise N prompt message templates, each prompt message template corresponds to a transaction scene, and N is a positive integer;

based on the transaction scene information, a corresponding prompt message template is obtained; and

And replacing placeholders or variables in the corresponding prompt information templates to obtain the guide prompt information.

4. A method according to claim 2 or 3, wherein the second analysis model is trained by a natural language processing model, and the problem information is solved and analyzed by using the second analysis model and a problem database, and the problem guiding information is obtained, specifically comprising:

preprocessing the problem information;

Classifying the problems of the preprocessed problem information by using the second analysis model to obtain the types of the problems; and

And matching the problem information with the problems in the problem database based on the problem type, and acquiring problem guiding information.

5. The method of claim 4, wherein the matching the problem information with the problem in the problem database, and obtaining problem guidance information, specifically comprises:

responding to successful matching of the problem information and the target problem in the problem database, and acquiring problem instruction information corresponding to the target problem; or (b)

And responding to failure of matching the problem information with the problem in the problem database, searching related problems in the problem database by using a fuzzy matching algorithm, and acquiring problem guiding information corresponding to the related problems.

6. The method according to claim 5, wherein the target customer behavior information is obtained by burying a customer behavior, and wherein the method specifically comprises:

Responding to transaction occurrence or event triggering, and acquiring a buried point record; and

And acquiring the target customer behavior information based on the buried point record.

7. The method of claim 6, wherein the method further comprises:

responding to the target client to complete the transaction, and optimizing the prompt information template based on the buried point record corresponding to the target client behavior information; and/or

And responding to the problem solving of the target client, and optimizing the problem database based on the buried point record corresponding to the target client behavior information.

8. The method according to claim 1, wherein the method further comprises:

Setting digital person customer service, wherein the digital person customer service is used for displaying the guiding prompt information and the problem guiding information.

9. A transaction assistance device, the device comprising:

The target service demand acquisition module is used for: acquiring a target service requirement of a target client;

A service type selection module, configured to: selecting a service type based on the target service demand, wherein the service type comprises a guide prompt service and a problem solving service;

The guidance prompt assisting module is used for: under the condition that the service type is a guiding prompt service, acquiring target client behavior information, target client information, current transaction information and/or current event information; performing scene matching analysis or event matching analysis on the target client behavior information, the target client information, the current transaction information and/or the current event information by using a first analysis model to obtain guide prompt information, wherein the guide prompt information is used for guiding the target client to complete transaction; and

The problem solution assistance module is used for: and under the condition that the service type is problem solving service, identifying the problem of the target client to obtain problem information, and carrying out solution analysis on the problem information by utilizing a second analysis model and a problem database to obtain problem guiding information, wherein the problem guiding information is used for guiding the target client to solve the problem.

10. An electronic device, comprising:

one or more processors;

Storage means for storing one or more programs,

Wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to perform the method of any of claims 1-8.

11. A computer readable storage medium having stored thereon executable instructions which, when executed by a processor, cause the processor to perform the method according to any of claims 1-8.

12. A computer program product comprising a computer program which, when executed by a processor, implements the method according to any one of claims 1 to 8.