TWM655181U - Instant reponse system - Google Patents

Abstract

An instant response system is provided, the system includes a transceiver, a storage medium and a processor. The processor accesses and executes each module and a database stored in the storage medium. An input module is used to input a user's voice information. An obtain module is used to obtain keyword information and voiceprint information from the voice information. An identify module is used to perform voiceprint and identity verification according to the voiceprint information and personal information to identify the user's identity, and obtain user demand information according to the keyword information. A derterming module is used to determine whether each salesperson is busy according to salesperson information of each salesperson. A notification module is used to send a first notification information to the salesperson according to the user's identity and demand information when the salesperson corresponding to the demand information is busy, and to send a second notification information to the user.

Description

Instant Response System

This novel creation is about identity recognition and real-time response to user needs, and in particular about a real-time response system.

Currently, when customers call financial systems such as customer service at banks, they are often unable to get through due to busy lines, especially during off-peak hours. The telephone system simply responds that the service staff is busy and asks the customer to call back later. Customers are unable to contact the corresponding business window or get an effective response, such as waiting for the business to call back for VIP customers.

In the above method, customers cannot get effective responses in a timely manner and therefore turn to other financial institutions, which results in a poor customer experience and is prone to customer loss.

This novel creation provides an instant response system that not only uses voiceprint to identify the user's identity, reducing the error of manual confirmation of data, but also can immediately notify the relevant salesperson when the line is busy.

The instant response system of the novel invention includes a transceiver, a storage medium and a processor. The storage medium is used to store multiple modules and a database. The database stores the user's voiceprint data, personal data, the user's asset category information in a financial institution, and the salesperson information of each salesperson in the financial institution. The processor is coupled to the storage medium and the transceiver, and the processor accesses and executes the input module, the capture module, the recognition module, the judgment module and the notification module stored in the storage medium. The input module is used to input the user's voice information. The capture module is electrically connected to the input module to capture keyword information and voiceprint information from the voice information. The identification module is electrically connected to the capture module and the database respectively, and is used to perform voiceprint and identity verification based on voiceprint information and personal data to identify the user's identity, and obtain the user's demand information based on keyword information. The judgment module is electrically connected to the telephone system and database of the financial institution respectively, and is used to judge whether each salesperson is busy based on the salesperson information of each salesperson. The notification module is electrically connected to the identification module and the judgment module respectively, and is used to send a first notification message to the salesperson based on the user's identity and demand information when the salesperson corresponding to the demand information is busy, and send a second notification message to the user.

In one embodiment of the present invention, the instant response system mentioned above, wherein the second notification information includes that the salesperson will contact the user by phone within a set period.

In one embodiment of the present invention, the instant response system mentioned above, wherein the first notification information includes the user's identity, personal information, demand information and the user's asset category information in the financial institution.

In one embodiment of the present invention, the instant response system described above, wherein the input module is further used for the user to input text information, the capture module is further used for capturing the user's identity information from the text information, and the identification module is further used for identifying the user's identity based on the identity information and personal data.

In one embodiment of the present invention, the notification module of the instant response system is further used to connect the salesperson with the user via the telephone system based on the user's identity, demand information and salesperson information when the salesperson is not busy.

In one embodiment of the present invention, the instant response system includes the salesperson information including the telephone information of each salesperson and the business information corresponding to the user's demand information.

Based on the above, this novel creation provides an instant response system that not only uses voiceprint to identify the user's identity and is not affected by the user's physical condition, but also can greatly shorten the identification time and reduce the loss of manual confirmation of data. It can also connect the telephone system, financial institutions and their respective sales staff, and can immediately notify the respective sales staff when the line is busy, providing users with a service that will not be missed, thereby providing users with a better experience and service quality.

In order to make the above features and advantages of the present disclosure more clearly understood, embodiments are specifically cited below and described in detail with reference to the accompanying drawings.

Some embodiments of the present invention will be described in detail below with reference to the accompanying drawings. When the same element symbols appear in different drawings, they will be regarded as the same or similar elements. These embodiments are only part of the present invention and do not disclose all possible implementations of the present invention.

FIG1 is a schematic diagram of an instant response system according to an embodiment of the present novel creation.

1 , an instant response system 10 according to an embodiment of the present disclosure includes a transceiver 110 , a storage medium 120 , and a processor 130 .

The transceiver 110 transmits and receives signals wirelessly or wiredly. The transceiver 110 may also perform operations such as low noise amplification, impedance matching, frequency mixing, up or down frequency conversion, filtering, amplification, and the like.

The storage medium 120 is used to store various software, data and various program codes required for the operation of the real-time response system 10. The storage medium 120 is, for example, any type of fixed or removable random access memory (RAM), read-only memory (ROM), flash memory, hard disk drive (HDD), solid state drive (SSD) or similar components or a combination of the above components, and is used to store multiple modules or various applications that can be executed by the processor 130. In one embodiment, the storage medium 120 can store an input module 1201, a capture module 1202, a recognition module 1203, a determination module 1204, a notification module 1205, and a database 1206.

In one embodiment, the database 1206 can store the user's voiceprint data, personal data, the user's asset category information in the financial institution, and the salesperson information of each salesperson in the financial institution. The salesperson information can include the telephone information of each salesperson and the business information corresponding to the user's demand information. The present invention is not limited to this.

The processor 130 is, for example, a central processing unit (CPU), or other programmable general-purpose or special-purpose micro control unit (MCU), microprocessor, digital signal processor (DSP), programmable controller, application specific integrated circuit (ASIC), graphics processing unit (GPU), image signal processor (ISP), image processing unit (IPU), arithmetic logic unit (ALU), complex programmable logic device (CPLD), field programmable gate array (FPGA), or other similar components or combinations of the above components. The processor 130 can be coupled to the storage medium 120 and the transceiver 110 , and access and execute various applications stored in the storage medium 120 and the input module 1201 , the capture module 1202 , the recognition module 1203 , the judgment module 1204 , the notification module 1205 , and the database 1206 stored in the storage medium 120 .

The input module 1201 is used to input the user's voice information.

The capture module 1202 is electrically connected to the input module 1201 and is used to capture keyword information and voiceprint information from the voice information.

The identification module 1203 is electrically connected to the capture module 1202 and the database 1206 respectively, and is used to perform voiceprint and identity verification based on the voiceprint information and personal information to identify the identity of the user, and obtain the user's demand information based on the keyword information.

In another embodiment, if the voiceprint and identity verification fail, the user can enter text information (such as the user's ID number or phone number) to verify the identity. In this embodiment, the input module 1201 allows the user to enter text information, the capture module 1202 captures the user's identity information from the text information, and the identification module 1203 can identify the user's identity based on the identity information and personal information.

The judgment module 1204 is electrically connected to the telephone system 20 and the database 1206 of the financial institution respectively, and is used to judge whether each salesperson is busy based on the salesperson information of each salesperson. The salesperson information may include the telephone information of each salesperson and the business information corresponding to the user's demand information. The present invention is not limited to this.

The notification module 1205 is electrically connected to the identification module 1203 and the determination module 1204. In one embodiment, the notification module 1205 can send a first notification message to the salesperson according to the user's identity and demand information, and send a second notification message to the user when the salesperson corresponding to the demand information is busy.

In another embodiment, the notification module 1205 can connect the salesperson to the user through the telephone system based on the user's identity, demand information and salesperson information when the salesperson is not busy.

In the above embodiment, the first notification information may include the user's identity, personal information, demand information, and the user's asset classification information in the financial institution (for example, it can be divided into deposits, loans (which can be further divided into mortgages, small credit loans, etc.), credit cards, investment and financial management, and others (if unidentifiable), etc.). The second notification information may include that the salesperson will contact the user by phone within a set period. The new creation is not limited to this.

The input module 1201, the capture module 1202, the identification module 1203, the judgment module 1204, and the notification module 1205 can be implemented through software, firmware, hardware circuits, or any combination thereof, and the present disclosure does not limit the implementation methods of the input module 1201, the capture module 1202, the identification module 1203, the judgment module 1204, and the notification module 1205.

The following describes how the instant response system 10 makes an instant response in response to a busy telephone system by combining the scenarios of the first and second embodiments.

In the first embodiment, the user (e.g., customer Mr. Lin) needs to complete voiceprint and identity verification in the voiceprint recognition system. Customer Mr. Lin has x million deposits, xx million mortgages and credit cards in the bank. For business travel abroad, customer Mr. Lin calls the bank "I am Mr. Lin with A122337XXX, and I want to adjust my credit card limit." After the instant response system 10 confirms that it is Mr. Lin himself (voiceprint and identity verification) through voiceprint recognition, it recognizes the keyword "credit card" in the voice information, and directly transfers Mr. Lin's phone to the corresponding business window phone, such as credit card customer service.

In the second embodiment, Mr. Zhang, a salesperson of a private bank, manages a number of high-asset clients. Due to the recent market boom, two clients call Mr. Zhang at the same time to inquire and trade. However, since the client Mr. Wang is busy at this moment, the client Mrs. Lin cannot connect to Mr. Zhang. The real-time response system 10 will respond through the telephone system 20 that the service staff is busy, and ask Mrs. Lin to enter her ID number or mobile phone number or identify Mrs. Lin as a high-asset client through voiceprint recognition, and inform Mrs. Lin that she will immediately notify the salesperson Mr. Zhang, and inform Mr. Zhang by Teams, the salesperson's dedicated mobile phone, company email, etc., to inform Mr. Zhang that the client Mrs. Lin will call Mr. Zhang at 10 o'clock in the morning on a certain day. Alternatively, Mr. Zhang will contact the client Mrs. Lin by phone within a set period.

Based on the above, this novel creation provides an instant response system that not only uses voiceprint to identify the user's identity and is not affected by the user's physical condition, but also can greatly shorten the identification time and reduce the loss of manual confirmation of data. It can also connect the telephone system, financial institutions and their respective sales staff, and can immediately notify the respective sales staff when the line is busy, providing users with a service that will not be missed, thereby providing users with a better experience and service quality.

Although the novel creation has been disclosed as above by way of embodiments, they are not intended to limit the novel creation. Any person with ordinary knowledge in the relevant technical field may make slight changes and modifications without departing from the spirit and scope of the novel creation. Therefore, the protection scope of the novel creation shall be subject to the scope defined in the attached patent application.

10: Instant response system 110: Transceiver 120: Storage medium 130: Processor 20: Telephone system 1201: Input module 1202: Capture module 1203: Identification module 1204: Judgment module 1205: Notification module 1206: Database

FIG1 is a schematic diagram of an instant response system according to an embodiment of the present novel creation.

10: Instant response system

110: Transceiver

120: Storage media

130: Processor

20: Telephone system

1201: Input module

1202: Capture module

1203: Identification module

1204: Judgment module

1205: Notification module

1206: Database

Claims (6)

A real-time response system includes: a transceiver; a storage medium for storing a plurality of modules and a database, wherein the database stores a user's voiceprint data, personal data, the user's asset category information in a financial institution, and the salesperson information of each salesperson of the financial institution; and a processor, coupled to the storage medium and the transceiver, the processor accesses and executes the modules and the database stored in the storage medium, wherein the modules include: an input module for inputting the user's voice information; an acquisition module, electrically connected to the input module, for acquiring keyword information and voiceprint information from the voice information; The identification module is electrically connected to the capture module and the database, respectively, and is used to perform voiceprint and identity verification based on the voiceprint information and the personal data to identify the identity of the user, and obtain the user's demand information based on the keyword information; The judgment module is electrically connected to the telephone system of the financial institution and the database, respectively, and is used to judge whether each salesperson is busy based on the salesperson information of each salesperson; and The notification module is electrically connected to the identification module and the judgment module, respectively, and is used to send a first notification message to the salesperson according to the user's identity and the demand information when the salesperson corresponding to the demand information is busy, and send a second notification message to the user. An instant response system as described in claim 1, wherein the second notification information includes that the salesperson will contact the user by phone within a set period. An instant response system as described in claim 1, wherein the first notification information includes the identity of the user, the personal information, the demand information, and the asset category information of the user in the financial institution. In the instant response system as described in claim 1, the input module is further used for the user to input text information; the capture module is further used to capture the user's identity information from the text information, and the identification module is further used to identify the user's identity based on the identity information and the personal data. In the instant response system as described in claim 1, the notification module is further used to connect the salesperson with the user via the telephone system based on the user's identity, the demand information and the salesperson information when the salesperson is not busy. An instant response system as described in claim 1, wherein the salesperson information includes telephone information of each salesperson and business information corresponding to the user's demand information.

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