TWI716099B - Intelligent guidance service method and system for mobile online banking - Google Patents

Abstract

In an intelligent guidance service method and system for mobile online banking, the dialog management server determines to capture the identity of the user after the authentication server successfully verifies the identity of the user based on the identity content of the dialogue content of the text-based communication dialogue with the mobile device Whether the desired service content from the conversation content matches the service feature contained in any reference guide material associated with the voice service option provided by the voice service system, and send the voice service guide to the mobile device according to the determination result Messages or personnel service guide messages for the mobile device to automatically connect to the voice service system and obtain the voice service content related to the voice service options corresponding to the shortcode set contained in the voice service guide message, or automatically connect personnel service system.

Description

Intelligent guidance service method and system for mobile online banking

The invention relates to mobile online banking, in particular to an intelligent guidance service method and system for mobile online banking.

Current voice services often require lengthy voice playback and multiple correct input operations by customers before they can enter the service options in the language or receive the desired service information. However, if customers are not familiar with the system function configuration of the voice system or make mistakes for some reason, such as typing in the wrong option code, they often have to return to the upper level of the voice system, or even return to the top level, and then listen carefully to the lengthy again The voice content and repeated tedious input operations. In this way, for customers, not only the operation is relatively complicated and time-consuming.

Therefore, how to reduce the number of manual input operations and accurately and quickly provide the services desired by customers is one of the current important research and development topics, and it has also become a goal that needs improvement in the current related fields.

Therefore, one purpose of the present invention is to provide a mobile online banking The intelligent guidance service method can overcome at least one shortcoming of the prior art.

Therefore, an intelligent guidance service method for mobile online banking provided by the present invention is implemented using a dialog management server and a verification server, and includes the following steps: through the dialog management server, multiple transactions are stored Reference guide data respectively associated with a plurality of voice service options provided by a voice service system, each reference guide data includes service features representing one of the voice service options corresponding to the voice service options, and available Enter the shortcode set of the corresponding voice service option; through the verification server, store multiple reference identification data corresponding to multiple customers; through the dialog management server, when receiving a mobile device When a dialogue request is made, a pre-established dialogue model is used to conduct a communication dialogue with the mobile device in text form, so as to extract the identity content associated with a user holding the mobile device from the dialogue content from the mobile device and Desired service data, and send a verification request containing the identity content to the verification server; with the verification server, when it is determined that the identity content from the dialog management server matches the stored ones When referring to a piece of identification data, when one piece of identification data is referenced, a password uniquely corresponding to the verification request is generated, and in response to the verification request, the password is sent to the dialog management server; through the dialog management server, Send the password to the voice service system through a communication network, and send the password and the identity content to a personnel service system; and through the dialog management server, the desired service data and the When one of the voice service options is associated, it will contain The link data that can be telecommunications connected with the voice service system, the password, and a voice service guide message of one of the codes corresponding to the voice service option are sent to the mobile device, and the desired service data is determined When there is no connection with the voice service options, a personnel service guidance message containing the link data that can be connected to the personnel service system and the password is sent to the mobile device, so that the mobile device can guide according to the voice service The pilot message establishes a telecommunication connection with the voice service system and obtains the voice service content corresponding to the short code group and related to the voice service option, or establishes a telecommunication link with the personnel service system according to the personnel service guide message.

Therefore, another objective of the present invention is to provide an intelligent guidance service system for mobile online banking, which can overcome at least one shortcoming of the prior art.

Therefore, an intelligent guidance service system for mobile online banking provided by the present invention includes a dialogue management server and a verification server.

The dialog management server includes a communication module, a first storage module, a dialog module and a first processing module. The first communication module can be connected to a voice service system and a personnel service system via a communication network. The first storage module stores a plurality of reference guide data respectively associated with a plurality of voice service options provided by a voice service system, and each reference guide data includes a corresponding voice representing one of the voice service options The service feature of the service option and the shortcode group that can be used to enter the corresponding voice service option. The dialogue module is operable to use a pre-established dialogue model to generate dialogue content in text form. The first processing module is connected to the communication module, The first storage module and the dialogue module.

The verification server includes a connection to the dialog management server, and includes a second storage module, a password generation module, and a second processing module. The second storage module stores multiple pieces of reference identification data corresponding to multiple customers. The password generation module can be operated to randomly generate a password. The second processing module is connected to the second storage module and the password generation module, and is used to process the identity verification of the customer.

When the first processing module of the dialog management server receives a dialog request from a mobile device via the communication module, the first processing module causes the dialog module to generate the dialog content and pass the dialog content through the communication module. The communication module transmits to the mobile device and receives the dialogue content from the mobile device, so as to extract from the received dialogue content the identity content and the desired service content associated with a user holding the mobile device, and Send a verification request containing the identity content to the verification server.

When the second processing module of the verification server determines that the identity content from the dialog management server matches one of the reference identity data stored in the second storage module To enable the password generation module to generate a password uniquely corresponding to the verification request, and send the password to the dialog management server in response to the verification request.

The conversation management server sends the password to the voice service system via the communication network, and sends the password and the identity content to the personnel service system System.

When the first processing module of the dialog management server determines that the desired service content matches the service feature contained in one of the reference guide data, it will pass the communication module A voice service guidance message containing the link data that can be connected to the voice service system telecommunications, the password, and the shortcode set contained in the reference guidance data is sent to the mobile device, and the desired When the service content does not match the service features contained in the reference guide data, through the communication module, a staff service guide containing the link data that can be telecommunications connected to the staff service system and the password The message is sent to the mobile device, so that the mobile device can establish a telecommunication connection with the voice service system according to the voice service guide message and obtain the voice service content corresponding to the shortcode set and related to the voice service option, or Establish a telecommunication link in the personnel service system based on the personnel service guide message.

The effect of the present invention is that when a user uses mobile online banking, after the dialogue management server conducts a text communication dialogue with a mobile device held by the user, the desired service content extracted from the dialogue content from the mobile device can be obtained , To send voice service guidance messages or personnel service guidance messages to the mobile device so that the mobile device can automatically connect to the voice service system or personnel service system and then obtain relevant information about the desired service, thereby omitting the prior art Unnecessary and lengthy voice content listening to encounters greatly reduces the number of manual input operations.

100: Intelligent guidance service system

1: Conversation management server

11: Communication module

12: The first storage module

13: dialogue module

14: The first processing module

2: Verify server

21: The second storage module

22: Password generation module

23: The second processing module

3: mobile device

4: Telecom exchange host

200: Voice Service System

300: personnel service system

S41~S50: steps

The other features and effects of the present invention will be clearly presented in the embodiments with reference to the drawings, in which: FIG. 1 is a block diagram exemplarily showing an embodiment of the present invention for an intelligent guidance service system for mobile online banking And its environment configuration when in use; FIG. 2 is a schematic diagram illustrating the data content stored by a first storage module of a dialog management server of this embodiment; FIG. 3 is a schematic diagram illustrating exemplarily The data content stored in a second storage module of a verification server of this embodiment; and FIG. 4 is a flowchart illustrating how this embodiment provides an intelligent guidance service for mobile devices operating in mobile online banking. program.

Before the present invention is described in detail, it should be noted that in the following description, similar elements are represented by the same numbers.

Referring to FIG. 1, an intelligent guidance service system 100 for mobile online banking and its environment configuration during use are illustrated in an embodiment of the present invention. More specifically, the intelligent guidance service system 100 can be provided by the banking institution, and is suitable for a mobile device 3 (e.g., smart phone) operating in mobile online banking (e.g., executing a mobile online banking application provided by a banking institution). Mobile phone) the user of the mobile device 3 (not shown) has service demand At the time, provide intelligent guidance services. The intelligent guidance service system 100. In addition, the banking institution is also equipped with a voice service system 200 and a personnel service system 300. The voice service system 200 provides multiple voice service options for customers who come in (to make a call) to choose, and according to the customer's human operation input (for example, typing in the desired option number), the voice service corresponding to the desired option is played content. Similarly, the personnel service system 300 can provide interpretive services of customer service personnel for incoming customers. In this embodiment, the voice service system 200 and the personnel service system 300 are connected to a telecommunications network via a telecommunications exchange host (commonly known as switchboard) 4, but not limited to this. The intelligent guidance service system 100 includes, for example, a dialogue management server 1 and a verification server 2.

The dialog management server 1 can be implemented by, for example, a computer device, and includes a communication module 11, a first storage module 12, a dialog module 13, and a first processing module 14.

The communication module 11 can be connected to the voice service system 200 and the personnel service system 300 via a communication network.

In this embodiment, as shown in FIG. 2, the first storage module 12 stores a plurality of reference guide data respectively associated with the voice service options, and can be used for the voice service system 200 and the personnel service. The connection data of the system 300 connection (ie, the switchboard telephone number of the telecommunication exchange host 4). More specifically, each reference guide data includes, for example, a service feature representing one of the corresponding voice service options, and a short code group that can be used to enter the corresponding voice service option. Each reference guide The service feature contained in the data includes at least one service keyword associated with the voice service content related to the corresponding voice service option. For example, the short code group contained in each reference guide material may contain one or more digital codes, and the digital codes (such) are arranged in the voice service system 200 according to the corresponding voice service option It depends on the class position.

The dialogue module 13 is operable to generate dialogue content in text form using a pre-established dialogue model. For example, the content of the dialogue includes inquiries such as "please provide the ID number", "please provide the set phone number", "the service you want to inquire", but not limited to this example.

The first processing module 14 is connected to the communication module 11, the first storage module 12 and the dialogue module 13.

The verification server 2 is connected to the dialogue management server 1 via the internal area network of the banking institution (not shown), for example, and includes a second storage module 21, a password generation module 22, and a second processing Module 23.

The second storage module 21 stores multiple pieces of reference identification data corresponding to multiple customers of the banking institution. More specifically, as shown in FIG. 3, each reference identification data includes the corresponding customer's identification code (for example, the identification number) and the preset telephone number of the corresponding customer.

The password generation module 22 is operable to randomly generate a password.

The second processing module 23 is connected to the second storage module 21 and the password generator Health module 22, and used to process the customer's identity verification.

Hereinafter, referring to FIG. 1 and FIG. 4, it will be exemplarily explained how this embodiment performs an intelligent guidance service procedure for the mobile device 3 operating in the mobile online banking. In this case, when a user holding the mobile device 3 wants to inquire about related services of the banking institution, the mobile device 3 sends a dialogue request to the dialogue management server 1 through the execution of the mobile online banking application, for example. The intelligent guidance service program includes the following steps S41~S50.

First, when the first processing module 14 of the dialog management server 1 receives the dialog request from the mobile device 3 via the communication module 11 (step S41), the first processing module 14 enables the dialog The module 13 generates the dialogue content, and transmits the dialogue content to the mobile device 3 via the communication module 11 so as to receive the dialogue content from the mobile device 3 (step S42). More specifically, the first processing module 14 transmits the inquiry items contained in the dialogue content generated by the dialogue module 13 to the mobile device 3 one by one, for example, in a question-by-answer manner, in particular, whenever After receiving the text-based dialogue reply from the mobile device 3, the next inquiry is sent. Therefore, the dialogue management server 1 can obtain the dialogue content of the mobile device 3 composed of multiple dialogue replies from the mobile device 3 through the communication dialogue executed jointly with the mobile device 3. Incidentally, the mobile device 3 will display each query from the dialog management server 1 to the user for viewing, and then it can be generated through a human input operation (for example, a typing operation or voice input performed by the user) Corresponding to the inquiry Reply to the conversation.

Then, in step S43, the first processing module 14 of the dialog management server 1 extracts from the received dialog content the identity content and the desired service content associated with the user, and then includes the identity content. The content verification request is sent to the verification server 2.

When the verification server 2 receives the verification request from the dialog management server 1, in step S44, the second processing module 23 is based on the identity content contained in the verification request and the second storage module 21 The stored reference identification data confirm whether the user's identity has been successfully verified (that is, whether the user is a customer of the banking institution). More specifically, the second processing module 23 determines whether the identity of the user is consistent with one of the reference identity data stored in the second storage module 21 Was successfully verified. In this embodiment, the identity content includes, for example, a first part and a second part. If the second processing module 23 determines that the first part matches the identification code contained in a piece of reference identification data stored by the second storage module 21, and the second part matches the piece of reference identification data When the phone number is included, this means that the second processing module 23 determines that the identity content is consistent with the reference identity identification data (ie, the user’s identity is successfully verified), and the process proceeds to step S46. Conversely, if the second processing module 23 determines that the identity content does not match any reference identity data (ie, the user’s identity verification fails), the second processing module 23 The dialog management server 1 sends an identity verification failure reply (step S45).

In step S46, the second processing module 23 causes the password generation module 22 to generate a password uniquely corresponding to the verification request, and in response to the verification request, transmits the password to the dialog management server 1.

Then, in step S47, the dialog management server 1 sends the password from the verification server 2 to the voice service system 200 via the communication network, and sends the password and the identity content to the person The service system 300 is used by the voice service system 200 and the personnel service system 300 to identify customers later.

Then, in step S48, the first processing module 14 of the dialog management server 1 determines whether the desired service content corresponds to one of the reference guide data stored in the first storage module 12 The service features contained in the data match. If the result of this determination is affirmative, the flow will proceed to step S49, otherwise, the flow will proceed to step S50.

In this embodiment, more specifically, when the first processing module 14 determines that the desired service content matches the service feature contained in a piece of reference guide data, this means that the first processing module 14 The group 14 determines that the desired service content contains the at least one service keyword contained in the service feature contained in the reference guide material.

In step S49, the first processing module 14 of the dialog management server 1 transfers a file containing the link data stored by the first storage module 12, the password, and the reference guide via the communication module 11 The voice service guide of the shortcode group contained in the data The message is sent to the mobile device 3.

In step S50, the first processing module 14 of the dialog management server 1 sends a personnel service guidance message containing the connection data and the password to the mobile device 3 via the communication module 11.

Therefore, when the mobile device 3 receives the voice service guide message, the mobile device 3 will first automatically dial the connection data and connect with the telecommunication exchange host 4 by executing the mobile online banking application. Then the password is automatically typed in, and then the numeric code(s) of the short code group is automatically typed in sequence. In this case, the telecommunication exchange host 4 will establish a telecommunication connection between the mobile device 3 and the voice service system 200 and The received password and the shortcode group are transmitted to the voice service system 200, so that the voice service system 200 can provide the voice service content related to the voice service option to the voice service system according to the shortcode group after successfully identifying the password. Mobile device 3 for the user to listen to. Or, when the mobile device 3 receives the personnel service guidance message, similarly, the mobile device 3 will first automatically dial the connection data and connect to the telecommunication exchange host 4 by executing the mobile online banking application. When online, the password is automatically entered immediately. In this case, the telecommunication exchange host 4 will establish a telecommunication connection between the mobile device 3 and the personnel service system 300 and transmit the received password to the personnel service system 300. In this way, after successfully identifying the password, the personnel service system 300 conducts a personnel dialogue with an online user according to the identity content corresponding to the password previously received. In this way, the user can listen quickly and effectively without having to listen to unnecessary and lengthy voice content When there is voice service content about the desired service, the number of manual input operations is minimized.

In summary, when a user uses mobile online banking, after the dialogue management server 1 conducts a text-based communication dialogue with the mobile device 3 held by the user, it can be based on the desired content extracted from the dialogue content from the mobile device 3. Service content, sending voice service guidance messages or personnel service guidance messages to the mobile device 3 so that the mobile device 3 can automatically connect to the voice service system 200 or the personnel service system 300 and then obtain relevant information about the desired service. In this way, unnecessary and lengthy voice content listening encountered in the prior art is omitted and the number of manual input operations is greatly reduced. It can indeed achieve the purpose of the invention.

However, the above are only examples of the present invention. When the scope of implementation of the present invention cannot be limited by this, all simple equivalent changes and modifications made in accordance with the scope of the patent application of the present invention and the content of the patent specification still belong to This invention patent covers the scope.

100: Intelligent guidance service system

1: Conversation management server

11: Communication module

12: The first storage module

13: dialogue module

14: The first processing module

2: Verify server

21: The second storage module

22: Password generation module

23: The second processing module

3: mobile device

4: Telecom exchange host

200: Voice Service System

300: personnel service system

Claims (6)

An intelligent guidance service method for mobile online banking is implemented using a dialogue management server and a verification server, and includes the following steps: by the dialogue management server, storing multiple pens and multiple voices The reference guide data associated with the voice service options provided by the service system, each reference guide data contains the service feature representing one of the corresponding voice service options, and can be used to enter the corresponding voice service option The shortcode set of; through the verification server, multiple reference identification data corresponding to multiple customers are stored; through the dialog management server, when a dialog request from a mobile device is received, it uses the pre-established A dialogue model of the mobile device to carry out the communication dialogue with the mobile device in the form of text, so as to extract the identity content and desired service content associated with a user holding the mobile device from the dialogue content from the mobile device, and A verification request containing the identity content is sent to the verification server; by the verification server, when it is determined that the identity content from the dialog management server matches one of the stored reference pen identity data When referring to the identity data, generate a password uniquely corresponding to the verification request, and send the password to the dialog management server in response to the verification request; through the dialog management server, the The password is sent to the voice service system, and the password and the identity content are sent to a personnel service system; and With the dialog management server, when it is determined that the desired service content matches the service feature contained in one of the reference guide data, it will include a telecommunication link with the voice service system The link data, the password, and the voice service guide message of the shortcode set contained in the matched reference guide data are sent to the mobile device, and the desired service content and the reference guide data are determined When none of the included service features match, a personnel service guide message containing the link data that can be connected to the personnel service system and the password is sent to the mobile device so that the mobile device can follow the The voice service guidance message establishes a telecommunications connection with the voice service system and obtains the voice service content corresponding to the shortcode set and related to the voice service option, or establishes the telecommunications of the personnel service system based on the personnel service guidance message link. The intelligent guidance service method for mobile online banking according to claim 1, wherein: the service feature contained in each reference guidance material includes at least one service associated with the voice service content related to the corresponding voice service option Keywords; and the dialog management server determines the desired service content and the reference by determining that the desired service content contains the at least one service keyword included in the service feature contained in the reference guide data The service features contained in the guide materials match. For the intelligent guidance service method for mobile online banking described in claim 1, each reference identification data includes the corresponding customer's identification code and the corresponding customer's preset phone number, wherein, when the identity content contains a When matching the first part of the ID code contained in the reference identification data and a second part matching the phone number contained in the reference identification data, the verification server determines the identity content Comply with the reference identification data. An intelligent guidance service system for mobile online banking, comprising: a dialog management server, including a communication module, which can be connected to a voice service system and a personnel service system via a communication network, a first storage module, and storage A plurality of reference guide data respectively associated with a plurality of voice service options provided by a voice service system, and each reference guide data includes service characteristics representing one of the corresponding voice service options, and A shortcode group that can be used to enter the corresponding voice service option, a dialogue module, operable to use a pre-established dialogue model to generate dialogue content in text form, and a first processing module to connect to the communication module , The first storage module and the dialog module; and a verification server, connected to the dialog management server, and including a second storage module, storing multiple reference identification data corresponding to multiple customers, A password generation module, operable to randomly generate a password, and a second processing module, connected to the second storage module and the password generation module, and used to process the identity verification of the customer; wherein, when the dialog is managed The first processing module of the server passes through the When the communication module receives a dialogue request from a mobile device, the first processing module causes the dialogue module to generate the dialogue content and transmits the dialogue content to the mobile device via the communication module, and receives from the mobile device The content of the conversation in order to extract the content of the identity and the desired service content associated with a user holding the mobile device from the content of the received conversation, and send a verification request containing the content of the identity to the verification server ; Wherein, the second processing module of the verification server determines that the identity content from the dialog management server matches one of the reference identity data stored in the second storage module When identifying the data, the password generating module is made to generate a password uniquely corresponding to the verification request, and in response to the verification request, the password is sent to the dialog management server; wherein, the dialog management server passes through the communication network Road, send the password to the voice service system, and send the password and the identity content to the personnel service system; and, the first processing module of the dialog management server determines the desired service When the content matches the service feature contained in one of the reference guide data, a link data that can be telecommunicationly connected to the voice service system, the password, and the match are sent through the communication module The voice service guide message of the shortcode set contained in the reference guide data is sent to the mobile device, and it is determined that the desired service content does not match the service features contained in the reference guide data When, through the communication module, a personnel service guide message containing link data that can be telecommunications connected with the personnel service system and the password is sent to the mobile device, So that the mobile device can establish a telecommunication connection with the voice service system according to the voice service guide message and obtain the voice service content corresponding to the shortcode set and related to the voice service option, or according to the personnel service guide message The telecommunications link established in the personnel service system. The intelligent guidance service system for mobile online banking according to claim 4, wherein: the service feature contained in each reference guidance material includes at least one service associated with the voice service content related to the corresponding voice service option Keywords; and the first processing module of the dialog management server determines the service by determining that the desired service content contains the at least one service keyword contained in the service feature contained in the reference guide data The desired service content matches the service features contained in the reference guide material. The intelligent guidance service system for mobile online banking according to claim 4, wherein: each reference identification data stored in the second storage module of the verification server includes the corresponding customer's identification code and the corresponding customer A preset telephone number; and when the identity content contains a first part that matches the identity identification code contained in the reference identity identification data, and a first part that matches the telephone number contained in the reference identity identification data In the second part, the second processing module of the verification server determines that the identity content matches the reference identity identification data.

Images