TW202019122A - Customer service video verification system and customer service video verification method - Google Patents

Abstract

A customer service video verification system, connected to an electronic device and a bank file system and having a communication unit, a processing unit and a video verification system is provided. The communication unit communicated to the electronic device and the bank file system. The processing unit receives a video verification request and a user identification information sent by the electronic device, and obtains a file information corresponding to the user identification information in the bank file system. The video verification system connected to processing unit. The processing unit activates the vide3o verification system in response to receiving a streaming image from the electronic device. The video verification system determines a similarity value for the streaming image according to the streaming image and the user identification information. The processing units receives and sends a verification result back to the electronic device.

Description

Customer service video verification system and customer service video verification method

The invention relates to a technology for providing identity authentication, and in particular to a customer service video verification system and a customer service video verification method.

In the era of digitalization, more and more customers tend to replace the counter with the Internet, in order to allow the Internet to break through the restrictions of the location and achieve the effect of using various financial services no matter where they are. However, due to the relatively sensitive nature of financial services and more controls, users must still go to the bank's counter to deal with changes in user permissions, large amounts of transactions, or high-risk transactions. Therefore, how to reduce the user's troubles while maintaining the security of financial services is a subject dedicated to those skilled in the art.

The present invention provides a customer service video verification system and a customer service video verification method for users to break through the limitations of space and time to perform financial services while maintaining security.

In an embodiment of the present disclosure, the customer service video verification system is connected to the electronic device and the bank file system, and has a communication unit, a processing unit, and an image recognition system. The communication unit communicates with the electronic device and the bank file system. The processing unit is connected to the communication unit, receives the video verification request and the user identity information sent by the electronic device, and obtains the file information of the corresponding user identity information in the bank file system according to the user identity information. The image recognition system is connected to the processing unit. The processing unit also activates the image recognition system when receiving the streaming image from the electronic device through the communication unit. The image recognition system recognizes the similarity value of the stream image according to the stream image and the user image in the user identity information. The processing unit receives the verification result and returns the verification result to the electronic device.

In an embodiment of the present disclosure, the customer service video verification method is applicable to the customer service video verification system. And the customer service video verification method has the following steps. Receive the video verification request and user identity information sent by the electronic device; obtain the file information of the corresponding user identity information in the bank file system based on the user identity information; receive the streaming image from the electronic device, and enable the customer service video verification system Image recognition system; the image recognition system recognizes the similarity value of the stream image according to the stream image and the user image in the file information; the processing unit receives the verification result and returns the verification result to the electronic device, so that the electronic The device continues the service procedure based on the verification result.

Based on the above, the customer service video verification system and the customer service video verification method of the present invention provide an online authentication method to allow users to break through the time and space restrictions when applying for banking services, thereby improving user convenience. In addition, by adopting an image recognition system to give similar values, it can assist the customer service to confirm the user's identity, and it also mentions the security of online bidding for financial services.

In order to make the above-mentioned features and advantages of the present invention more obvious and understandable, the embodiments are specifically described below in conjunction with the accompanying drawings for detailed description as follows.

FIG. 1 shows a schematic diagram of a customer service video verification system according to an embodiment of the disclosure. Please refer to FIG. 1. The disclosed customer service video verification system 100 is connected to the electronic device 10 and the bank file system 20.

The electronic device 10 is, for example, a terminal device held by a user, for example, a personal computer, a notebook computer, a tablet computer, a mobile phone, or the like, and the disclosure is not limited thereto.

The bank file system 20 is used to store the file data of the customer’s personal account opening and the related data generated by the subsequent service in the bank. For example, the file data has the user’s name, ID number, date of birth, account number, Account opening bank, customs clearance issues, account transaction details, and identity certificate images, but the invention is not limited to this.

The customer service video verification system 100 is directly or indirectly connected to the electronic device 10 and the bank file system 20 in a wired or wireless manner, and the disclosure is not limited thereto.

The customer service video verification system 100 has a communication unit 110, a processing unit 120, and an image recognition system 130.

The communication unit 110 is used to transmit and receive various information. In particular, the communication unit 110 is connected to the electronic device 10 and the bank file system 20.

In the embodiment of the present disclosure, the communication unit 110 is implemented by using a communication chip. The communication chip may be a global system for mobile communication (GSM) or a personal handy-phone system (PHS). ), Code Division Multiple Access (CDMA) system, Wideband Code Division Multiple Access (WCDMA) system, Long Term Evolution (LTE) system, Global Interoperable Microwave Access (Worldwide) Interoperability for Microwave Access (WiMAX) system, Wireless Fidelity (Wi-Fi) system or Bluetooth signal transmission component.

The processing unit 120 is connected to the communication unit 110 and executes necessary operations of the customer service video verification system 100. The processing unit is, for example, a central processing unit (Central Processing Unit, CPU), or other programmable general-purpose or special-purpose microprocessor (Microprocessor), digital signal processor (Digital Signal Processor, DSP), programmable The controller, the application specific integrated circuit (ASIC) or other similar components or the combination of the above components are not limited to this disclosure.

The image recognition system 130 is connected to the processing unit 120 and provides image recognition services. In particular, the image recognition system 130 can further analyze the feature points of the face. The image recognition system 130 is implemented by, for example, a chip or a processor having a computing capability for analyzing facial feature points, and the disclosure is not limited thereto.

It should be noted that the customer service video verification system 100 is a system located on the customer service side to assist customer service personnel in performing video verification. Therefore, in an embodiment of the present disclosure, the processing unit 120 provides and displays a screen of the user interface on the customer service end to provide various types of information for the customer service personnel to refer to.

FIG. 2 shows a flowchart of a customer service video verification method according to an embodiment of the disclosure. In an embodiment of the present disclosure, the customer service video verification method is applicable to the customer service video verification system 100 shown in FIG. 1, but the disclosure is not limited thereto. The following will describe the method of providing customer service video together with FIG. 1 and FIG. 2.

It should be noted that the disclosed customer service video verification method is used to provide users with the implementation of service processes on the Internet (such as account opening, digital account permission enhancement, high-value transfer, fund purchase, high-value currency exchange, loss recovery, financial card supplement In the process of renewal, etc., authenticate yourself to enhance security. In other words, the customer service video verification system 100 and the customer service video verification method will be applied to one of the steps of the service process, but it is not limited to this.

Therefore, before the user accesses the customer service video verification system 100 through the electronic device 10, the user enters his/her own data, bid services, and necessary information on the medium (eg, application) of the electronic device 10. In an embodiment of the present disclosure, the user must first complete all authentications before video verification before the electronic device 10 can be directed to the customer service video verification system 100. If the user cannot completely input all the certifications before the video verification, the electronic device 10 will not display the option of the video verification request, and the electronic device 10 sends the video verification request. Based on this, it can avoid unreasonable incoming customer service request verification and reduce the manpower of customer service personnel.

In step S210, the processing unit 120 receives the video verification request and the user identity information sent by the electronic device 10. Specifically, the user identity information refers to some or all of the data entered by the user before entering the customer service, such as name, birthday, ID number, etc.

In step S220, the processing unit 120 passes through the communication unit 110 and obtains the file information of the corresponding user identity information in the bank file system according to the user identity information. In detail, in order to confirm the user's identity, the processing unit 120 will further obtain the file information of the file created by the user in the bank database according to the user identity information, and further compare the user identity information and the file information.

In an embodiment of the present disclosure, if the file information and the user identity information are inconsistent, the processing unit 120 will directly return the incoming line failure message to the electronic device 10. In other embodiments of the present disclosure, if the file information is inconsistent with the user identity information, the processing unit 120 will allow the electronic device 10 to enter the line, however, the processing unit 120 will further provide a warning message to alert the customer service personnel.

In step S230, the processing unit 120 receives the streaming image from the electronic device 10 through the communication unit 110, and activates the image recognition system 130. After the user identity information is confirmed to be correct and the user identity information is obtained, the processing unit 120 allows the streaming image of the electronic device 10 to be serially connected to the customer service video verification system 100. Moreover, the processing unit 120 simultaneously activates the image recognition system 130 to analyze the streaming image.

In step S240, the image recognition system 130 recognizes the similarity value of the stream image according to the stream image and the user image in the user identity information.

In an embodiment of the present disclosure, the image recognition system 130 will capture the instantaneous image in the streaming image, and perform facial feature analysis on the instantaneous image to obtain the facial feature points of the corresponding streaming image and the user image. The image recognition system 130 compares whether the facial feature points of the corresponding streaming image are similar to the facial feature points of the user image in the file information. The image recognition system 130 will further recognize the similarity value of the stream image compared to the user image in the file information according to the comparison result.

In an embodiment of the present disclosure, the image recognition system 130 uses real-time recognition. The image recognition system 130 not only analyzes facial features of instantaneous images, but also analyzes actions of users. Specifically, when the user first enters the customer service video verification system 100 for verification, the image recognition system 130 analyzes and records the user's movement characteristics in the file information in the bank file system 20 for corresponding use The default action characteristics of the author. In this way, when the user enters the customer service video verification system 100 again for verification, the image recognition system 130 can read the default action characteristics from the file information of the bank file system 20, and compare the default action characteristics and the stream The motion feature of the image is to identify the similarity value of the motion feature compared to the preset motion feature according to the comparison result. In this way, the image system performs identity recognition through the user's facial feature points and motion features, which enhances the security of video verification.

In addition, in another embodiment of the present disclosure, the customer service video verification system 100 further includes a voiceprint recognition system (not shown). The voiceprint recognition system is connected to the processing unit 120 and recognizes the voiceprint of the streaming image feature. Specifically, when the user enters the customer service video verification system 100 for the first time for verification, the voiceprint recognition system analyzes and records the user's voiceprint feature in the default voiceprint in the file information of the bank file system 20 feature. In this way, when the user enters the customer service video verification system 100 again for verification, the voiceprint recognition system will read the preset voiceprint features and compare the preset voiceprint features with the voiceprint features of the streaming image, based on The corresponding comparison results identify the similarity value of the voiceprint features compared to the preset voiceprint features. By performing identity recognition through the user's facial feature points and voiceprint features, the security of video verification is enhanced.

It is worth mentioning that, in the embodiment of the present disclosure, the processing unit 120 directly integrates the streaming image and the similarity value into the same user interface when the customer service personnel and the user perform video verification. In this way, the customer service staff can immediately respond based on the similarity value to improve the efficiency of video verification.

In step S250, the processing unit 120 receives the verification result and returns the verification result to the electronic device 10, so that the electronic device 10 continues to complete the service procedure.

After the customer service staff confirms that the user's identity is normal or abnormal according to the similarity value, the customer service staff will report the verification result in the customer service video verification system 100. At this time, the processing unit 120 reports the received verification result to the electronic device 10 through the communication unit 110 to provide the user with the process of completing the application service on the electronic device 10 side.

In summary, the customer service video verification system and the customer service video verification method of the present invention provide an online authentication method to allow users to break through the time and space restrictions when applying for banking services, thereby improving user convenience. Not only that, in addition to manual confirmation, by using an image recognition system to give similar values, it can provide consistent and scientific face recognition results to assist customer service confirmation. Based on this, the security of online bidding for financial services is even more mentioned.

Although the present invention has been disclosed as above with examples, it is not intended to limit the present invention. Any person with ordinary knowledge in the technical field can make some changes and modifications without departing from the spirit and scope of the present invention. The scope of protection of the present invention shall be subject to the scope defined in the appended patent application.

10: Electronic device 20: Bank file system 100: Customer service video verification system 110: Communication unit 120: Processing unit 130: Image recognition system S210~S250: Steps

FIG. 1 shows a schematic diagram of a customer service video verification system according to an embodiment of the disclosure. FIG. 2 shows a flowchart of a customer service video verification method according to an embodiment of the disclosure.

10: Electronic device

20: Bank File System

100: Customer service video verification system

110: communication unit

120: processing unit

130: Image recognition system

Claims (12)

A customer service video verification system, connected to an electronic device and a bank file system, includes: a communication unit that communicates with the electronic device and the bank file system; a processing unit that is connected to the communication unit, and the processing unit receives the A video verification request and user identity information sent by the electronic device, and obtaining file information corresponding to the user identity information in the bank file system according to the user identity information; and an image recognition system connected to the processing unit, wherein, The processing unit also receives the stream image from the electronic device through the communication unit and activates the image recognition system, the image recognition system recognizes the stream image based on the stream image and a user image in the file information The similarity value of, the processing unit receives a verification result, and returns the verification result to the electronic device, so that the electronic device continues a service process based on the verification result. The customer service video verification system described in item 1 of the patent application scope, wherein the processing unit provides a user interface, and integrates the streaming image and the similarity value in the user interface. The customer service video verification system as described in item 2 of the patent application scope, in which the processing unit also compares user identity information and file information, if the file information and the user identity information are inconsistent, the processing unit fails to return an incoming line Message to the electronic device, or provide a warning message to the user interface. The customer service video verification system as described in item 1 of the patent scope, wherein the image recognition system captures the instantaneous image in the streaming image, and performs facial feature analysis on the instantaneous image and the user image to obtain the phase The facial feature points of the instant image and the user image should be compared with the facial feature points of the streaming image and the facial feature points of the user image in the file information based on the ratio. Identify the similarity value of the stream image compared to the user image for the result. The customer service video verification system as described in item 4 of the patent application scope, wherein the image recognition system also recognizes an action feature in the streaming image and stores the action feature as one of the file information of the bank file system Preset motion feature, the image recognition system also reads the preset motion feature, and compares the preset motion feature with the motion feature of the streaming image to identify the motion feature based on the corresponding comparison result compared to The similarity value of the preset action feature. The customer service video verification system as described in item 4 of the patent application scope further includes: a voiceprint recognition system, connected to the processing unit, to recognize the voiceprint feature of the streaming image, and store the voiceprint feature as the bank file system A preset voiceprint feature in the file information of the file, the voiceprint recognition system also reads the preset voiceprint feature, and compares the preset voiceprint feature and the voiceprint feature of the streaming image, according to the corresponding The comparison result of identifies the similarity value of the voiceprint feature compared to the preset voiceprint feature. A customer service video verification method is suitable for a customer service video verification system. The method includes: receiving a video verification request and user identity information transmitted by an electronic device; obtaining the corresponding user in the bank file system according to the user identity information File information of identity information; receiving streaming images from the electronic device, and enabling an image recognition system in the customer service video verification system; the image recognition system according to the streaming image and a user image in the file information Recognize the similarity value of the streaming image; receive a verification result by the processing unit, and return the verification result to the electronic device, so that the electronic device continues a service process based on the verification result. The customer service video verification method described in item 7 of the patent application scope further includes: providing a user interface, and integrating the streaming image and the similarity value in the user interface. The customer service video verification method described in item 8 of the patent application scope further includes: comparing user identity information and file information; and if the file information is inconsistent with the user identity information, return a message that an incoming line fails to the electronic Device, or provide a warning message to the user interface. The customer service video verification method as described in item 7 of the patent application scope, wherein in the step of identifying the similarity value of the streaming image by the image recognition system based on the streaming image and the user image in the file information And also includes: capturing the instant image in the streaming image by the image recognition system, and performing facial feature analysis on the instant image and the user image to obtain facial features corresponding to the instant image and the user image Points; and the facial feature points of the stream image and the facial feature points of the user image in the file information are compared by the image recognition system, and the stream image is identified according to the comparison result compared to the The similarity value of the user image. The customer service video verification method described in item 10 of the patent application scope further includes: recognizing an action feature in the streaming image by the image recognition system, and storing the action feature in the file information of the bank file system A preset action feature; and the image recognition system reads the preset action feature and compares the preset action feature with the action feature of the streaming image to identify the action feature phase according to the corresponding comparison result The similarity value compared to the preset action feature. The customer service video verification method as described in item 10 of the patent application scope, wherein the customer service video verification system further includes a voiceprint recognition system, and the customer service video verification method includes: the voiceprint recognition system by the customer service video verification system, Recognizing the voiceprint feature of the streaming image, and storing the voiceprint feature as a preset voiceprint feature in the file information of the bank file system; and reading the preset voiceprint feature by the voiceprint recognition system, And compare the preset voiceprint feature and the voiceprint feature of the streaming image to identify the similarity value of the voiceprint feature compared to the preset voiceprint feature according to the corresponding comparison result.

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