TWM588312U - Intelligent guidance service system for mobile internet banking - Google Patents

Abstract

In an intelligent guidance service system for mobile online banking, the dialogue management server determines that the identity is retrieved from the identity of the user based on the content of the dialogue of the communication dialogue with the mobile device in text form after the verification server successfully determines the identity of the user Whether the desired service content of the conversation content matches the service characteristics contained in any of the reference guidance data associated with the voice service option provided by the voice service system, and transmits a voice service guidance message to the mobile device or Personnel service guidance message for the mobile device to automatically connect to the voice service system and obtain the voice service content corresponding to the voice service option corresponding to the short code group contained in the voice service guidance message, or to automatically link the personnel service system .

Description

Intelligent guidance service system for mobile internet banking

The new model relates to mobile online banking, and particularly to an intelligent guidance service system for mobile online banking.

Current voice services often need to play through lengthy voice playback and cooperate with customers for multiple correct input operations before they can enter the service options or receive the desired service information. However, if the customer is unfamiliar with the system function configuration of the voice system or accidentally makes mistakes, such as typing the wrong option code, they must often return to the upper layer of the voice system, or even return to the top layer, and then listen carefully again Voice content and repeated tedious input operations. As such, not only is the operation relatively complex and time-consuming for the customer.

Therefore, how to reduce the number of manual input operations and be able to accurately and quickly provide customers with the services they want is one of the important research and development topics at the present time, and it has become a target in the current related areas that needs to be improved.

Therefore, the object of the present invention is to provide an intelligent guidance service system for mobile internet banking, which can overcome at least one disadvantage of the prior art.

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

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

The authentication 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 generating module is operable to randomly generate a password. The second processing module is connected to the second storage module and the password generating module, and is used to process the identity verification of the customer.

When the first processing module of the dialogue management server receives a dialogue request from a mobile device via the communication module, the first processing module causes the dialogue module to generate the dialogue content and pass the dialogue content through the The communication module sends to the mobile device and receives the conversation content from the mobile device, so as to extract the identity content and the desired service content associated with a user holding the mobile device from the received conversation content, 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 dialogue management server matches one of the reference identity data stored in the second storage module, the reference identity data So that the password generating module generates a password uniquely corresponding to the authentication request, and in response to the authentication request, transmits the password to the dialog management server.

The conversation management server transmits the password to the voice service system through the communication network, and transmits the password and the identity content to the personnel service 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 guides, the communication module will pass A voice service guidance message containing link data that can be connected to the telecommunication of the voice service system, the password, and the short code group contained in the reference guidance data is sent to the mobile device, and the desired When the service content does not match the service characteristics contained in the reference guides, a personnel service guide containing link data that can be connected to the telecommunications link of the personnel service system and the password is transmitted through the communication module. Sending a message to the mobile device, so that the mobile device can establish a telecommunication connection with the voice service system and obtain the voice service content corresponding to the short code group and related to the voice service option according to the voice service guidance message, or A telecommunication link established in the personnel service system according to the personnel service guidance message.

The effect of the new model is that when a user uses mobile online banking, the dialogue management server can communicate with the mobile device held by the user in a text form of a communication dialogue, and then can extract the desired service content from the dialogue content from the mobile device. , Sending a voice service guidance message or a personnel service guidance message to the mobile device for the mobile device to automatically connect to the voice service system or the personnel service system and then obtain the relevant information of the desired service, thereby omitting the existing technology The listening of unnecessary and lengthy speech content has greatly reduced the number of human input operations.

Before the new model is described in detail, it should be noted that in the following description, similar elements are represented by the same number.

Referring to FIG. 1, a smart guiding service system 100 for mobile internet banking according to the embodiment of the present invention and its environment configuration during use are shown. More specifically, the intelligent guidance service system 100 may be provided by the banking institution and is suitable for a mobile device 3 (for example, smart phone) operating on a mobile internet banking (for example, executing a mobile internet banking application provided by a banking institution). (Type mobile phone) when a user (not shown) of the mobile device 100 has a service requirement, it provides a smart navigation service. 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 make incoming calls (to make a call), and plays a voice service corresponding to a desired option according to the customer's human input (for example, typing a desired option number) content. Similarly, the personnel service system 200 can provide a customer service staff explanation service for incoming customers. In this embodiment, the voice service system 200 and the personnel service system 300 are connected to a telecommunication network, for example, via a telecommunications switching host (commonly known as a switchboard) 4, but not limited to this. The intelligent guidance service system 100 includes, for example, a session management server 1 and a verification server 2.

The dialog management server 1 may be implemented by a computer device, for example, 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 guidance data respectively associated with the voice service options, and can be associated with the voice service system 200 and the personnel service. The connection information to which the system 300 is connected (ie, the switchboard telephone number of the telecommunications switching host 4). More specifically, each reference guide contains, for example, a service feature representing a corresponding one of the voice service options and a short code group that can be used to enter the corresponding voice service option. The service feature contained in each reference guide contains at least one service keyword associated with the voice service content related to the corresponding voice service option. For example, the shortcode group contained in each reference guide may contain one or more numeric codes, which are arranged in the voice service system 200 according to the corresponding voice service option. It depends on the position of the hierarchy.

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

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

The authentication server 2 is connected to the dialog management server 1 via an internal area network (not shown) of the banking institution, and includes a second storage module 21, a password generation module 22, and a second process. Module 23.

The second storage module 21 stores multiple pieces of reference identification data corresponding to a plurality of customers of a banking institution. More specifically, as shown in FIG. 3, each piece of reference identification information includes an identification code (for example, an identity card number) of a corresponding customer, and a telephone number set in advance by the corresponding customer.

The password generating 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 generating module 22 and is used to process the identity verification of the customer.

Hereinafter, referring to FIG. 1 and FIG. 4, how the embodiment performs an intelligent guidance service procedure on the mobile device 3 operating on the mobile internet banking will be exemplarily explained. In this case, when a user holding the mobile device 3 wants to query related services of the banking institution, the mobile device 3 sends a dialog request to the dialog management server 1 via the execution of the mobile internet banking application, for example. The intelligent guidance service program includes the following steps S41 to 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 conversation content and transmits the conversation content to the mobile device 3 via the communication module 11 so as to receive the conversation content from the mobile device 3 (step S42). More specifically, the first processing module 14 transmits the inquiry items included in the conversation content generated by the conversation module 13 to the mobile device 3 one by one, for example, in a question and answer manner. In particular, whenever After receiving a text-based dialogue reply from the mobile device 3, the next inquiry is transmitted. Thus, the conversation management server 1 can obtain the conversation content of the mobile device 3 which is composed of a plurality of conversation replies from the mobile device 3 through a communication conversation performed jointly with the mobile device 3. Incidentally, the mobile device 3 displays each inquiry from the dialogue management server 1 to the user for viewing, and can be generated by human input operations (for example, typing operations or voice input by the user). A dialog reply corresponding to the inquiry.

Then, in step S43, the first processing module 14 of the conversation management server 1 extracts the identity content and the desired service content associated with the user from the received conversation content, and includes a content containing the identity. The verification request of the content is transmitted 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 according to the identity content and the second storage module included in the verification request. The stored reference IDs confirm whether the user's identity has been successfully verified (ie, 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 determined by determining whether the identity content matches one of the reference identity identification 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 in the second storage module 21, and the second part matches the 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 (that is, the identity of the user 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 identification data (that is, the user's identity verification fails), the second processing module 23 will not respond to the session management server 1 Send an identity verification failure response (step S45).

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

Next, in step S47, the dialog management server 1 transmits the password from the authentication server 2 to the voice service system 200 via the communication network, and transmits 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 for identifying customers subsequently.

Then, in step S48, the first processing module 14 of the dialog management server 1 determines whether the desired service content is one of the reference guides of the reference guide data stored in the first storage module 12. The characteristics of the service contained in the profile match. If the determination result is positive, the flow proceeds to step S49, otherwise, the flow proceeds to step S50.

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

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

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

Therefore, when the mobile device 3 receives the voice service guidance message, the mobile device 3 will automatically dial the link data and connect with the telecommunications exchange host 4 by executing the mobile internet banking application. Then, the password is automatically entered, and then the (or other) digital code of the short code group is automatically entered in sequence. In this case, the telecommunications switching host 4 will establish a telecommunication connection between the mobile device 3 and the voice service system 200 and Transmitting the received password and the short code group to the voice service system 200, so that the voice service system 200 provides the voice service content related to the voice service option to the voice service group according to the short code group after successfully identifying the password Mobile device 3 for the user to listen to. Alternatively, when the mobile device 3 receives the personnel service guidance message, similarly, the mobile device 3 will automatically dial the link information and connect with the telecommunications exchange host 4 by executing the mobile internet banking application. When online, the password is automatically entered immediately. In this case, the telecommunications switching 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 200. In order for the personnel service system 300 to successfully recognize the password, the personnel service system 300 conducts a personnel conversation with the online user according to the identity content corresponding to the password received before. In this way, the user can quickly and effectively listen to the voice service content about the desired service without listening to unnecessary and lengthy voice content, and minimize the number of human input operations.

In summary, when the user uses mobile online banking, the dialogue management server 1 can communicate with the mobile device 3 held by the user in text form, and then can extract the desired content from the conversation content from the mobile device 3. Service content, transmitting a voice service guidance message or a personnel service guidance message to the mobile device 3 for the mobile device 3 to automatically connect to the voice service system 200 or the personnel service system 300 and then obtain relevant information of the desired service, This eliminates the unnecessary and lengthy listening of the voice content encountered in the prior art and greatly reduces the number of human input operations. Therefore, it can indeed achieve the purpose of new cost.

However, the above are only examples of the new model. When the scope of implementation of the new model cannot be limited by this, any simple equivalent changes and modifications made in accordance with the scope of the patent application of the new model and the content of the patent specification are still Within the scope of this new patent.

100‧‧‧ Intelligent Guidance Service System
1‧‧‧Dialog Management Server
11‧‧‧Communication Module
12‧‧‧ the first storage module
13‧‧‧Dialog Module
14‧‧‧First Processing Module
2‧‧‧ authentication server
21‧‧‧Second storage module
22‧‧‧Password generation module
23‧‧‧Second Processing Module
3‧‧‧ mobile device
200‧‧‧ Voice Service System
300‧‧‧Personnel Service System
S41 ~ S50‧‧‧step

Other features and effects of the present invention will be clearly presented in the embodiments with reference to the drawings, among which:
FIG. 1 is a block diagram exemplarily illustrating an intelligent guidance service system for mobile online banking and an environment configuration when using the smart navigation service system according to the embodiment of the present invention; FIG.
2 is a schematic diagram exemplarily illustrating data content stored in a first storage module of a dialog management server according to the embodiment;
FIG. 3 is a schematic diagram exemplifying data content stored in a second storage module of a verification server of the embodiment; and FIG. 4 is a flowchart exemplarily explaining how the embodiment is related to operation in action The mobile device of online banking performs an intelligent guidance service procedure.

Claims (3)

An intelligent guidance service system for mobile online banking includes:
A dialogue management server including a communication module, which can be connected to a voice service system and a personnel service system through a communication network.
A first storage module stores a plurality of reference guidance data respectively associated with a plurality of voice service options provided by a voice service system, and each reference guidance data includes a corresponding one of the voice service options. The service characteristics of the voice service option, and the short code group that can be used to enter the corresponding voice service option,
A dialog module operable to generate a dialog content in text form using a pre-established dialog model, and a first processing module connected to the communication module, the first storage module, and the dialog module; and An authentication server connected to the dialogue management server, and including a second storage module, storing a plurality of reference identification data corresponding to multiple customers,
A password generating module operable to randomly generate a password, and a second processing module connected to the second storage module and the password generating module, and used to process the identity verification of the customer;
Wherein, when the first processing module of the dialogue management server receives a dialogue request from a mobile device via the communication module, the first processing module causes the dialogue module to generate the dialogue content and convert the dialogue content Send to the mobile device via the communication module, and receive the conversation content from the mobile device, so as to extract the identity content and desired service content associated with a user holding the mobile device from the received conversation content And sends a verification request containing the identity content 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 identification data stored in the second storage module. When data is stored, the password generation module is caused to generate a password uniquely corresponding to the verification request, and in response to the verification request, the password is transmitted to the dialog management server;
Wherein, the dialog management server transmits the password to the voice service system via the communication network, and transmits the password and the identity content to the personnel service system; and among them, the first of the dialog management server The processing module, when it is determined that the desired service content matches the service characteristics contained in one of the reference guides, passes through the communication module a message that can communicate with the voice service system. The linked link data, the password, and the voice service guidance message of the short code group included in the reference guidance data are sent to the mobile device, and the content of the desired service and the reference guidance are determined When the service characteristics contained in the data do not match, a human service guidance message containing link data that can be connected to the telecommunications link of the human service system and the password is sent to the mobile device through the communication module, so that The mobile device can establish a telecommunication connection with the voice service system according to the voice service guidance message and obtain a corresponding voice code option corresponding to the short code group and the voice service option. Sound services, or links according to the guiding message service personnel to establish the system of telecommunications service personnel. The intelligent guidance service system for mobile online banking according to claim 1, wherein:
The service feature contained in each reference guide includes at least one service keyword associated with the voice service content related to the corresponding voice service option; and the first processing module of the dialog management server determines the The desired service content contains the at least one service keyword included in the service feature contained in the reference guide material to determine that the desired service content matches the service feature contained in the reference guide material. The intelligent guidance service system for mobile online banking according to claim 1, wherein:
Each reference identification data stored by the second storage module of the verification server includes an identification code of a corresponding customer and a phone number set in advance by the corresponding customer; and when the identity content contains a match to the reference identification When the first part of the identity code included in the data and a second part of the phone number contained in the reference identity data are matched, the second processing module of the verification server determines the identity content Meet the reference identification information.