TWI736807B - 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 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 present invention relates to a technology for providing identity authentication, and particularly relates 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 use the Internet instead of the counter, in order to allow the Internet to break the restriction of location and achieve the effect of using various financial services no matter where they are. However, due to the more sensitive nature of financial services and more control, if the user's authority changes, large-scale transactions, or high-risk transactions are involved, the user must still go to the bank to handle it. Therefore, how to reduce the troubles of users while maintaining the security of financial services is a subject for those skilled in the art.

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

In an embodiment of this 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 of the streaming image based on the streaming 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 according to the user identity information; receive the streaming image from the electronic device, and activate the customer service video verification system The image recognition system; the image recognition system recognizes the similarity 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 device Continue 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, so that users can break through the limitations of time and space when applying for banking services, thereby improving user convenience. In addition, by using the image recognition system to give similar values, it can assist the customer service in confirming the user's identity, and more The security of online application for financial services was raised.

In order to make the above-mentioned features and advantages of the present invention more comprehensible, the following specific embodiments are described in detail in conjunction with the accompanying drawings.

10: Electronic device

20: Bank filing system

100: Customer service video verification system

110: Communication unit

120: processing unit

130: Image recognition system

S210~S250: steps

FIG. 1 is a schematic diagram of a customer service video verification system according to an embodiment of the disclosure.

FIG. 2 shows a flowchart of a method for verifying a customer service video according to an embodiment of the disclosure.

FIG. 1 is a schematic diagram of a customer service video verification system according to an embodiment of the disclosure. Please refer to FIG. 1, the customer service video verification system 100 of the present disclosure 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, such as a personal computer, a notebook computer, a tablet computer, or a mobile phone, etc. 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 subsequent services 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 document images, but the present 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 or indirectly through other servers, and the disclosure is not limited to this.

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 disclosed embodiment, the communication unit 110 is implemented using a communication chip. The communication chip may support Global System for Mobile communication (GSM), Personal Handy-phone System (PHS). ), Code Division Multiple Access (CDMA) system, Wideband Code Division Multiple Access (WCDMA) system, Long Term Evolution (LTE) system, Global Interoperability for Microwave Access (Worldwide Interoperability for Microwave Access (WiMAX) system, wireless fidelity (Wireless Fidelity, Wi-Fi) system or Bluetooth signal transmission components.

The processing unit 120 is connected to the communication unit 110 and performs necessary operations of the customer service video verification system 100. The processing unit is, for example, a central processing unit (CPU), or other programmable general-purpose or special-purpose microprocessors (Microprocessor), digital signal processors (Digital Signal Processor, DSP), programmable The present disclosure is not limited to the controller, Application Specific Integrated Circuit (ASIC) or other similar components or a combination of the above components.

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 features of the face point. The image recognition system 130 is, for example, implemented by a chip or a processor with the computing capability to analyze the feature points of a human face, and the present disclosure is not limited to this.

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

FIG. 2 shows a flowchart of a method for verifying a customer service video 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 present disclosure is not limited to this. The following will describe the method of providing customer service video in conjunction with Fig. 1 and Fig. 2 at the same time.

It should be noted that the customer service video verification method disclosed in this disclosure is used to provide users with service processes on the Internet (such as account opening, digital account privilege enhancement, high-value transfer, fund purchase, high-value foreign exchange, loss report recovery, financial card replacement In the process of renewal, etc., the person is authenticated to enhance security. That is to say, 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 own information, the service to be applied for, and the necessary information on the medium (for example, an application) of the electronic device 10. In an embodiment of the present disclosure, the user must complete all the certifications before the video verification before the electronic device 10 can be guided to the customer service video verification system 100. If the user cannot completely enter all the certifications before the video verification, the electronic device 10 will not display the video verification The electronic device 10 sends a video verification request. Based on this, customers can avoid unreasonable incoming customer service requests for verification, and reduce the manpower of customer service staff.

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 is part or all of the data entered by the user before entering the customer service line, such as name, birthday, ID number, etc.

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

In an embodiment of the present disclosure, if the file information is inconsistent with the user identity information, the processing unit 120 will directly return a 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, but the processing unit 120 will further provide a warning message to remind the customer service staff.

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. In addition, 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 of the stream images according to the stream images and the user images in the user identity information.

In an embodiment of the present disclosure, the image recognition system 130 captures the instantaneous image in the streaming image, and performs facial feature analysis on the instantaneous image to obtain the corresponding streaming image and facial feature points of the user image. The image recognition system 130 compares whether the facial feature points of the corresponding stream image are similar to the facial feature points of the user image in the file information. The image recognition system 130 further recognizes how similar the stream image is to the user image in the file information based on the comparison result.

In an embodiment of the present disclosure, the image recognition system 130 adopts a real-time recognition method. The image recognition system 130 not only performs facial feature analysis on the instant image, but also performs motion analysis on the user's actions. Specifically, when the user enters the customer service video verification system 100 for verification for the first time, the image recognition system 130 analyzes and records the user's action characteristics in the file information in the bank file system 20 for corresponding use The default action characteristics of the person. 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 streams. The motion characteristics of the image are used to identify the degree of similarity of the motion characteristics compared to the preset motion characteristics based on the comparison result. In this way, the imaging system performs identity recognition based on 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, the first time the user When entering the customer service video verification system 100 for verification, the voiceprint recognition system analyzes and records the user's voiceprint characteristics in the file information of the bank file system 20 as preset voiceprint characteristics. 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 result identifies the degree of similarity of the voiceprint feature compared to the preset voiceprint feature. By identifying 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 degree of similarity into the same user interface when the customer service staff and the user perform video verification. In this way, the customer service staff can immediately respond based on the similarity 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 based on the similarity, 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, so as 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, so that users can break through the limitations of time and space when applying for banking services, thereby improving user convenience. Not only that, in addition to manual confirmation, the use of image recognition systems to give similar values can provide a standard Quasi-consistent and scientific face recognition results, assist customer service to confirm. Based on this, the security of online application for financial services is even more important.

Although the present invention has been disclosed in the above embodiments, it is not intended to limit the present invention. Anyone with ordinary knowledge in the relevant technical field can make some changes and modifications without departing from the spirit and scope of the present invention. The protection scope of the present invention shall be subject to those defined by the attached patent application scope.

10: Electronic device

20: Bank filing system

100: Customer service video verification system

110: Communication unit

120: processing unit

130: Image recognition system

Claims (6)

A customer service video verification system, which is connected to an electronic device and a bank file system, includes: a communication unit, which is communicatively connected to the electronic device and the bank file system; a processing unit, which is connected to the communication unit, and the processing unit receives the The video verification request and user identity information sent by the electronic device, and the file information corresponding to the user identity information in the bank file system is obtained according to the user identity information; an image recognition system is connected to the processing unit, wherein the The processing unit further receives the streaming image from the electronic device through the communication unit, and activates the image recognition system; and a voiceprint recognition system, connected to the processing unit, recognizes the voiceprint characteristics of the streaming image, and stores The voiceprint feature is a preset voiceprint feature in the file information of the bank file system, wherein the image recognition system recognizes the similarity of the streaming image based on the streaming image and a user image in the file information Degree, where the image recognition system captures the instant image in the streaming image, and performs facial feature analysis on the instant image and the user image to obtain the facial features corresponding to the instant image and the user image Point, the image recognition system also compares the facial feature points of the streaming image with the facial feature points of the user image in the file information, and recognizes that the streaming image is compared with the use The degree of similarity of the image of the person, The image recognition system recognizes an action feature in the streaming image, and stores the action feature as a preset action feature in the file information of the bank file system, the image recognition system reads the preset action feature, and Compare the preset action feature and the action feature of the streaming image to identify the degree of similarity based on the action feature and the preset action feature. The voiceprint recognition system also reads the preset voiceprint feature, and The preset voiceprint feature and the voiceprint feature of the streaming image are compared to identify the degree of similarity between the voiceprint feature and the preset voiceprint feature according to the corresponding comparison result, and the processing unit receives a verification As a result, the verification result is returned to the electronic device, so that the electronic device continues a service procedure according to the verification result. In the customer service video verification system described in claim 1, wherein the processing unit provides a user interface, and integrates the streaming image and the degree of similarity with the user interface. For example, in the customer service video verification system described in item 2 of the scope of patent application, the processing unit compares the user identity information with the file information, and if the file information is inconsistent with the user identity information, the processing unit returns A message of failure to enter the line is sent to the electronic device, or a warning message is provided on the user interface. A customer service video verification method is applicable to a customer service video verification system. The customer service video verification system includes a voiceprint recognition system. The method includes: receiving a video verification request and user identity information sent by an electronic device; User identity information to obtain the file information corresponding to the user’s identity information in the bank’s file system; Receive the streaming image from the electronic device, and activate an image recognition system in the customer service video verification system; the image recognition system recognizes the streaming image based on the streaming image and a user image in the file information The degree of similarity, wherein the step of recognizing the degree of similarity of the streaming image by the image recognition system based on the streaming image and the user image in the file information further includes: capturing the stream by the image recognition system The instant image in the image, and perform facial feature analysis on the instant image and the user image to obtain facial feature points corresponding to the instant image and the user image; and compare the stream by the image recognition system The facial feature points of the image and the facial feature points of the user image in the file information, and the degree of similarity of the stream image compared to the user image is identified according to the comparison result; by the image recognition system Identify an action feature in the streaming image, and store the action feature as a preset action feature in the file information of the bank file system; the image recognition system reads the preset action feature and compares it The default action feature and the action feature of the streaming image are used to identify the degree of similarity based on the action feature and the preset action feature; the voiceprint recognition system of the customer service video verification system identifies the stream image Voiceprint feature, and store the voiceprint feature as a preset voiceprint feature in the file information of the bank file system; read 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 The degree of similarity of the voiceprint feature compared to the preset voiceprint feature; and the processing unit receives a verification result, and returns the verification result to the electronic device, so that the electronic device continues a service according to the verification result program. The customer service video verification method described in item 4 of the scope of patent application further includes: providing a user interface, and integrating the streaming image and the degree of similarity with the user interface. For example, the customer service video verification method described in item 5 of the scope of patent application further includes: comparing the user's identity information with the file information; and if the file information is inconsistent with the user's identity information, it will return a failure to enter the line Send a message to the electronic device, or provide a warning message on the user interface.

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