TWI741258B - Smart bank-counter system and operation method thereof - Google Patents

Abstract

A smart bank-counter system includes an operation machine and a main network platform having a first server and a second server. The operation machine is configured to collect a first voice signal. The first server includes a speech-to-text interface, a semantic recognition interface and a text-to-speech interface. The speech-to-text interface is configured to output a first text signal according to the first voice signal, and the semantic recognition is configured to output an intent signal. The second server includes a dialogue module and a processing module. The dialogue module is configured to selectively generate a response signal according to the intent signal so as to drive the text-to-speech interface to output a second voice signal according to the response signal. The processing module is configured to generate a control instruction according to the intent signal, so that the operation machine displays a code for a client mobile device to scan and accordingly the client mobile device accesses to a financial webpage.

Description

Smart branch counter system and its operating method

The present invention relates to a smart branch counter system and its operation method, in particular to an interactive experience smart branch counter system and its operation method.

With the rapid development of digital technology in recent years, people's perceptions of financial business models have changed, and people often hope that financial transactions can be executed in a convenient and rapid manner. However, all financial services such as account opening, credit card applications, and various loan applications usually require the assistance and services of financial practitioners.

Under this circumstance, when a large number of customers need service, for financial institutions that pay attention to customer service quality, it is bound to increase the number of employees to cope with various customer problems. However, this approach may not only cause customer problems due to poor efficiency Negative perceptions may also lead to a substantial increase in labor costs, which in turn will affect the additional burden on the operation of financial companies.

In view of this, the present invention proposes a smart branch counter system and its operating method. With an interactive smart operation platform, customers can quickly enter the operation of related financial items, and the digital experience and interactive marketing of customers at the branch counter can be improved.

According to an embodiment of the present invention, a smart branch counter system is disclosed, including an operating device and a main network platform. The operating equipment includes a call device and a display screen, wherein the call device is used to collect the first voice signal. The main network platform includes a first server and a second server. The first server is connected to the operating device in communication. The first server includes a voice input interface, a voice-to-text interface, a semantic recognition interface, a text-to-speech interface, and an output interface. The voice input interface is used to receive the first voice signal from the call device , The voice-to-text interface is used to output the first text signal according to the first voice signal, and the semantic recognition interface is used to output the intention signal according to the first text signal. The second server is communicatively connected to the first server, and the second server includes a dialogue module and a processing module. The dialogue module is used to selectively generate a reply signal based on the intention signal, and is used to make the text-to-speech interface of the first server further output a second voice signal based on the reply signal, and return the second voice signal to the operating device through the output interface . The processing module is used to generate a control command according to the intention signal, and the control command is sent back to the operating device through the output interface, so that the display screen of the operating device displays the barcode associated with the control command for the customer's mobile device to scan And enter the financial navigation page.

According to an embodiment of the present invention, an operating method of a smart branch counter system is disclosed, which includes the following steps: collecting a first voice signal with a call device of an operating device. The voice input interface of the first server receives the first voice signal from the call device and uses the voice-to-text interface to output the first text signal according to the first voice signal. The semantic recognition interface of the first server outputs the intention signal according to the first text signal. The dialogue module of the second server is used to determine whether the intention signal can be discerned. When the dialogue module can identify the intent signal, it generates a reply signal correspondingly. The text-to-speech interface of the first server outputs the second voice signal according to the reply signal, and returns the second voice signal to the operating device through the output interface. The processing module generates control commands according to the intention signal, and returns the control commands to the operating device through the output interface, so that the display screen of the operating device displays the bar code associated with the control instruction, so that the customer’s mobile device can scan the bar code and enter the financial guide. Browse the page.

In summary, in the smart branch counter system and its operating method proposed in the present invention, a guided interactive platform is provided and a system with voice recognition and artificial intelligence dialogue functions is introduced, so that customers can interact with the machine in the process China is able to quickly understand the operations of related financial projects, such as account opening, credit card and loan applications, and other application types of business, so as to improve customer experience and service efficiency.

The detailed features and advantages of the present invention will be described in detail in the following embodiments. The content is sufficient to enable anyone familiar with the relevant art to understand the technical content of the present invention and implement it accordingly, and according to the content disclosed in this specification, the scope of patent application and the drawings. Anyone who is familiar with relevant skills can easily understand the purpose and advantages of the present invention. The following examples further illustrate the viewpoints of the present invention in detail, but do not limit the scope of the present invention by any viewpoint.

Please refer to FIG. 1, which is a functional block diagram of a smart branch counter system according to an embodiment of the present invention. As shown in FIG. 1, the smart branch counter system 1 includes an operating device 10 and a main network platform 12. The operating device 10 includes a communication device 101 and a display screen 102. In practice, the communication device 101 is an operating interface with a smart speaker function, and a microphone such as a microphone can be configured inside to collect the first external voice signal. In addition to the aforementioned components, the operating device 10 may further include other basic configurations such as a processor, a communication module, and a memory. The main network platform 12 includes a first server 121 and a second server 123. The first server 121 is communicatively connected to the operating device 10 and includes a voice input interface 1211, a voice-to-text interface 1212, a semantic recognition interface 1213, a text-to-speech interface 1214, and an output interface 1215. In practice, the operating device 10 can be regarded as a machine for users to operate, and its communication is connected to the main network platform 12 at the back end. The number of operating devices 10 can be multiple and distributed in key areas in the city. It can be used and operated by customers all over the world.

The voice input interface 1211 serves as the receiving interface of the first server 121, and is mainly used to receive the first voice signal collected from the communication device 101 and transmit the first voice signal to the voice-to-text interface 1212. In actual operation, the customer can speak to the communication device 101 of the operating device 10, and the communication device 101 transmits the first voice signal collected from the customer to the voice input interface 1211 through the communication module of the operating device 10. Then, the voice input interface 1211 forwards the first voice signal to the voice-to-text interface 1212, so that the voice-to-text interface 1212 outputs the first text signal according to the first voice signal. Further, the semantic recognition interface 1213 outputs an intention signal according to the first text signal and transmits it to the second server, wherein the content of the intention signal includes the customer's intention interpreted from the text by the semantic recognition interface 1213. In practice, the speech-to-text interface 23 and the semantic recognition interface 25 can be, for example, an application programming interface (API). In one embodiment, as shown in FIG. 1, the speech-to-text interface 1212 is connected to the Google Cloud speech-to-text (STT) server 21. The Google Cloud speech-to-text server 21 can provide fast And the precise voice recognition function converts audio content into text, and supports hundreds of languages and dialects. On the other hand, the semantic recognition interface 1213 is connected to the IBM Watson semantic server 22. The Watson semantic server 22 has natural semantic analysis technology and can correctly interpret complex semantic logic. That is to say, the speech-to-text interface 1212 and the speech-to-text interface 1212 of the present invention can be connected to cloud network services of various manufacturers through the Internet to perform speech-to-text and semantic analysis procedures.

Please continue to refer to FIG. 1, the second server 123 is communicatively connected to the first server 121, which includes a dialogue module 1231 and a processing module 1232. When the second server 123 receives the intention signal from the first server 121, the dialogue module 1231 will identify the intention signal. When the dialogue module 1231 can identify the content of the intent signal, it generates a reply signal and returns the reply signal to the first server. Then, the text-to-speech interface 1214 of the first server 121 further generates a second voice signal according to the reply signal, and returns the second voice signal to the operating device 10 through the output interface 1215. In one embodiment, the text-to-speech interface 1214 is communicatively connected to the ITRI text-to-speech web service server 23, which can provide a text-to-speech (TTS) service. Although not shown in the figure, the first server 121 and the second server 123 contained in the main network platform 12 of the present invention each include processing units, such as a microcontroller, a microprocessor, a processor, a central processing unit, Digital signal processor, special application integrated circuit, digital logic circuit, field programmable logic gate array or other chips with arithmetic processing function. In addition, the first server 121 and the second server 123 also respectively include communication modules supporting wired or wireless transmission.

In practice, the database of the dialogue module 1231 stores multiple dialogue analysis models to provide customer contextual dialogue services. For example, if the content of the first voice signal obtained from the client is "I want to transfer three thousand yuan", the semantic recognition interface 1213 of the first server 121 can interpret that the customer's intention is to transfer and the amount is Three thousand yuan. Then, the dialogue module 1231 of the second server 123 receives this intent signal, it can learn that the customer’s intent is to transfer and the amount is three thousand yuan, so correspondingly generate "Excuse me the account number of the transferee" and/or "Excuse me The computer voice signal of "Which account is the source of the transfer" is sent back to the communication device 101 through the output interface 1215 as a reply signal. In practice, the communication device 101 is equipped with a loudspeaker or speaker, which can play the aforementioned computer voice signal for the customer to listen to. When performing the transfer, the smart branch counter system 1 will use voiceprints, fingerprints, or passwords to confirm the identity of the customer, and obtain the required transfer information. After the operating device 10 of the smart branch counter system 1 has collected enough transfer information through the above-mentioned conversational voice service, an operating command can be issued to the bank-side system to perform the transfer process. In an example, the operating device 10 can also be equipped with an ATM deposit and withdrawal interface. The customer can inform the smart branch counter system 1 of the account number and amount of the deposit and withdrawal of the deposit and withdrawal through the above-mentioned conversational voice service, and directly deposit and withdraw at the ATM interface The action of depositing and withdrawing money.

In addition to the aforementioned conversational services, on the other hand, the processing module 1232 of the second server 123 can generate a control command according to the intention signal, and send the control command back to the operating device 10 through the output interface 1215. The display screen 102 of the operating device 10 can correspondingly display a barcode associated with the control command. In practice, a barcode scanner is installed on the customer's mobile device. This barcode can be scanned by the barcode scanner of the customer's mobile device and correspondingly import the customer's desired financial navigation page. In a practical example, the barcode may be any one of a one-dimensional barcode, a two-dimensional barcode or an RFID barcode, and the present invention is not limited to the aforementioned barcode types.

Taking a practical example to illustrate, when the content of the first voice signal obtained from the client is "I want to open an account", the semantic recognition interface 1213 of the first server 121 can interpret that the client's intention is to open an account. Then, the processing module 1232 of the second server 123 can learn that the customer's intention is to open an account, and therefore correspondingly issue a control command to the operating device 10 based on the customer's intention. When the operating device 10 receives the control command, the processor of the operating device 10 will control its internal components to generate a Quick Response Code (QR code) correspondingly, and present the quick response code through the display screen 102. At this time, the customer can use a mobile device such as a smart phone to scan the quick response code, and the customer's mobile device will automatically import the bank account opening web page. In this way, customers can instantly obtain the web page of the bank they want to operate, reducing the tedious process of web search and browsing and avoiding the transmission of confidential personal information at the counter, thereby enhancing the customer's digital experience.

In one embodiment, as shown in FIG. 1, the dialogue module 1231 of the second server 123 is communicatively connected to the customer service system 30. In actual operation, in some cases, for example, the complexity or particularity of the customer's intention is too high, the contextual dialogue design of the dialogue module 1231 may not be able to distinguish the customer's intention content. In this case, the dialogue module 1231 cannot provide a response to the customer appropriately, and the dialogue module 1231 will forward the intent signal to the customer service system 30 at this time. In practice, the customer service system 30 is a manual customer service system, and the customer service staff at the bank can take over customer questions for follow-up services.

Please refer to FIG. 1 and FIG. 2 together. FIG. 2 is a system diagram of a smart branch counter system and external devices according to an embodiment of the present invention. In this embodiment, the operating device 10 and the main network platform 12 of the smart branch counter system 1 are communicatively connected to an external client mobile device 10 and an authentication server 50. In practice, the client mobile device 40 is installed with a security control program. When a customer wants to perform a financial transaction (such as cashing out), the operating device 10 will, for example, wirelessly send a notification signal S1 to the customer mobile device 40, and the security control program of the customer mobile device 40 will send an inquiry message R1 to the customer mobile device 40 according to the notification signal S1. Authentication server 50. In more detail, the inquiry message R1 includes the device identification code of the client's mobile device 40 and the client's online banking account. In addition, the internal database of the authentication server 50 stores multiple registration data for indicating which online banking Which device IDs are individually bound to the account. When the authentication server 50 receives the inquiry message R1, it can search the registration data of the database to confirm whether the customer's online banking account has the device identification code bound to the customer's mobile device 40. If there is binding, the authentication server 50 returns the first authentication message V1 to the client mobile device 40, and the client mobile device 40 further forwards the first authentication message V1 to the operating device 10 to preliminarily release the financial transaction. The initial release of the financial transaction described here only means that the customer's account has not yet completed the formal deduction procedure after the first authentication. On the contrary, if there is no binding, the authentication server 50 returns an unauthenticated positive message to the client mobile device 40, and the client mobile device 40 further sends a rejection message to the operating device 10 based on the unauthenticated positive message. The operating device 10 does not release the financial transaction.

In this embodiment, after deciding to initially release the financial transaction, on the other hand, the operating device 10 will further log in and notify the main network platform 12 to confirm to the authentication server 50 whether the financial transaction is released. In detail, the operating device 10 will send another notification signal S2 to request the main network platform 12 to send another inquiry message R2 to the authentication server 50 by texting to confirm whether there is the approved financial transaction. If the authentication server 50 replies to the main network platform 12 to confirm that the approved financial transaction exists, the main network platform 12 will send a second authentication message V2 to the operating device 10 at this time. In practice, the main network platform 12 confirms to the authentication server 50 whether the approved financial transaction exists within a predetermined time (for example, 10 minutes). When the operating device 10 receives the first and second authentication messages V1 and V2, it can obtain the authority to formally complete the financial transaction (for example, deduct money from the source account). Conversely, if the authentication server 50 replies to the main network platform 12 to confirm that the financial transaction released does not exist, the operating device 10 cannot receive the second authentication message V2, so the operating device 10 cannot obtain the authority to notify the bank system Complete the financial transaction. In one embodiment, when the authentication server 50 replies to the main network platform 12 to confirm that the approved financial transaction does not exist, the main network platform 12 may directly send a rejection message to the operating device 10, and the operating device 10 The words of refusal to withdraw cash are displayed directly on the display screen 102. In other words, the smart branch counter system 1 of the present invention adopts a two-way/dual-host authentication mechanism, and only when the operating device 10 receives the secondary authentication message, the customer can complete the financial transaction. In this way, it can provide customers with better transaction security.

Please refer to FIG. 3, which is a flow chart of the operation method of the smart branch counter system according to an embodiment of the present invention. The operation method shown in FIG. 3 is applicable to the smart branch counter system 1 in FIG. 1. In step S21, the first voice signal is collected by operating the communication device 101 of the device 10. In step S22, the voice input interface 1211 of the first server 121 receives the first voice signal from the call device 101 and uses the voice-to-text interface 1212 to generate the first text signal according to the first voice signal. In step S23, the semantic recognition interface 1213 of the first server 121 generates an intention signal according to the first text signal. In step S24, the dialogue module 1231 of the second server 123 is used to determine whether the intention signal can be discerned. When the dialogue module 1231 can distinguish the intention signal, in step S25, the dialogue module 1231 correspondingly generates a reply signal. In step S26, the text-to-speech interface 1214 of the first server 121 generates a second voice signal according to the reply signal, and returns the second voice signal to the operating device 10 through the output interface. In step S27, the processing module 1232 generates a control command according to the intention signal, and sends the control command back to the operating device 10 through the output interface 1215, so that the display screen 102 of the operating device 10 displays a bar code associated with the control command to For customers to scan barcodes on their mobile devices and enter the financial navigation page. However, in another case, when the dialogue module 1231 cannot distinguish the intention signal, in step S28, the dialogue module 1231 forwards the intention signal to the customer service system 30.

Please refer to FIG. 4, which is a flowchart of a part of the operation method of the smart branch counter system according to an embodiment of the present invention. That is, in one embodiment, the operation method of the smart branch counter system of the present invention can simultaneously Including the flow of steps in Figure 3 and Figure 4. 2 and 4 together, in step S31, the operating device 10 sends a notification signal S1 to the client mobile device 40, so that the security control program of the client mobile device 40 sends an inquiry message R1 to the authentication server according to the notification signal S1 50. The authentication server 50 searches the database according to the notification signal S1 to determine whether to generate the first authentication message V1. Next, the operating device 10 will confirm whether the first authentication message V1 from the authentication server 50 forwarded by the client mobile device 40 has been received.

After the operating device 10 receives the first authentication message V1 from the authentication server 50 forwarded by the client mobile device 40, in step S32, the operating device 10 informs the main network platform 12 to confirm whether there is an authentication server 50 The financial transaction released. When it is confirmed that the released financial transaction exists, in step S33, the main network platform 12 transmits the second authentication message V2 to the operating device 10. Conversely, when it is confirmed that the approved financial transaction does not exist, in step S34, the host network platform 12 sends a rejection message to the operating device 10.

In summary, in the smart branch counter system and its operating method proposed in the present invention, a guided interactive platform is provided and a system with voice recognition and artificial intelligence dialogue functions is introduced to replace traditional manpower, so that customers can interact with the machine. During the interaction between the stations, we can quickly understand the operations of related financial projects, such as account opening, credit card and loan application, etc., to improve customer experience and service efficiency. The smart branch counter system and its operating method proposed in the present invention further provide a transaction two-way authentication mechanism to improve the security of financial transactions.

Although the present invention is disclosed in the foregoing embodiments, it is not intended to limit the present invention. All changes and modifications made without departing from the spirit and scope of the present invention fall within the scope of the patent protection of the present invention. For the scope of protection defined by the present invention, please refer to the attached scope of patent application.

1: Smart branch counter system 10: Operating equipment 101: Calling device 102: Display screen 12: Main network platform 121: First server 1211: Voice input interface 1212: Voice-to-text interface 1213: Semantic recognition interface 1214: Text-to-speech interface 1215: output interface 123: second server 1231: dialogue module 1232: processing module 21: Speech-to-text server 22: Semantic server 23: Web service server 30: Customer service system 40: Client mobile device 50: Authentication server S1, S2: notification signal R1, R2: inquiry message V1: First authentication message V2: Second authentication message

FIG. 1 is a functional block diagram of a smart branch counter system according to an embodiment of the present invention. FIG. 2 is a system schematic diagram of a smart branch counter system and external devices according to an embodiment of the present invention. FIG. 3 is a flowchart of the operation method of the smart branch counter system according to an embodiment of the present invention. FIG. 4 is a flowchart of a part of the operation method of the smart branch counter system according to an embodiment of the present invention.

1: Smart branch counter system

10: operating equipment

101: Talking device

102: display screen

12: Main network platform

121: The first server

1211: Voice input interface

1212: Voice-to-text interface

1213: Semantic Recognition Interface

1214: text-to-speech interface

1215: output interface

123: second server

1231: Dialogue Module

1232: Processing module

21: Voice-to-text server

22: Semantic Server

23: Web service server

30: Customer Service System

Claims (7)

A smart branch counter system includes: an operating device, including a call device and a display screen, wherein the call device is used to collect a first voice signal; a main network platform includes: a first server, and a communication connection In the operating device, the first server includes a voice input interface, a voice-to-text interface, a semantic recognition interface, a text-to-speech interface, and an output interface, wherein the voice input interface is used to receive the second interface from the communication device A voice signal, the voice-to-text interface is used for outputting a first text signal based on the first voice signal, and the semantic recognition interface is used for outputting an intention signal based on the first text signal; and a second server is communicatively connected to the first text signal A server, the second server includes: a dialogue module for selectively generating a reply signal according to the intent signal, for enabling the text-to-speech interface of the first server to further output according to the reply signal A second voice signal, and return the second voice signal to the operating device through the output interface; and a processing module for generating a control command according to the intention signal, and the control command is passed through the output interface It is sent back to the operating device, so that the display screen of the operating device displays a code associated with the control command for a customer mobile device to scan and enter a financial navigation page from the customer mobile device, The operating device is further used to send a notification signal to the client's mobile device when a financial transaction is executed, so that a security control program of the client's mobile device sends an inquiry message to an authentication server according to the notification signal, wherein The authentication server returns a first authentication message to the client mobile device according to the inquiry message and the client mobile device forwards the first authentication message to the operating device, and the operating device confirms whether the client mobile device forwarded The first authentication message, after the operating device confirms that it has received the first authentication message forwarded by the client's mobile device to initially release the financial transaction, the operating device further informs the main network platform to send the authentication server The device confirms whether there is the approved financial transaction to obtain a second authentication message from the main network platform, and only when the operating device receives the first authentication message and the second authentication message, the authorization can be obtained The financial transaction was officially completed. The smart branch counter system according to claim 1, wherein the main network platform confirms to the authentication server whether the released financial transaction exists within a predetermined time. The smart branch counter system according to claim 1, wherein the barcode is any one of a one-dimensional barcode, a two-dimensional barcode, or an RFID barcode. The smart branch counter system of claim 1, wherein the speech-to-text interface is connected to the Google Cloud speech-to-text server, the semantic recognition interface is connected to the IBM Watson semantic server, and the The text-to-speech interface is a communication link to the ITRI text-to-speech web service server. The smart branch counter system of claim 1, wherein the dialogue module is further communicatively connected to a customer service system, and the dialogue module is further used to forward the intention signal to the customer service system when the intention signal cannot be identified. An operating method of a smart branch counter system, including: A first voice signal is collected by a call device of an operating device; a voice input interface of a first server of a main network platform is used to receive the first voice signal from the call device and use the first server's voice input interface A speech-to-text interface outputs a first text signal according to the first speech signal; a semantic recognition interface of the first server outputs an intention signal according to the first text signal; judges by a dialogue module of a second server Whether the intent signal can be identified; when the dialogue module can identify the intent signal, a response signal is correspondingly generated; a text-to-speech interface of the first server outputs a second voice signal according to the response signal, and passes the The output interface returns the second voice signal to the operating device; and a processing module generates a control command according to the intention signal, and returns the control command to the operating device through the output interface, so that the operating device A display screen displays a code associated with the control command for a customer mobile device to scan the barcode and enter a financial navigation page from the customer mobile device. The operation method further includes: when a financial transaction is executed, Use the operating device to send a notification signal to the client's mobile device, so that a security control program of the client's mobile device sends an inquiry message to an authentication server based on the notification signal; the operating device receives a message forwarded by the mobile device After a first authentication message is generated by the authentication server, the operating device is used to notify the main network platform to confirm to the authentication server whether there is the approved financial transaction; and When it is confirmed that the approved financial transaction exists, a second authentication message is sent to the operating device through the main network platform, and when the operating device receives the first authentication message and the second authentication message, Only then can obtain the authority to formally complete the financial transaction. The operation method of the smart branch counter system as described in claim 6 further includes that when the dialogue module cannot distinguish the intent signal, the dialogue module forwards the intent signal to a customer service system.

Images