WO2019232996A1 - 基于视频的业务处理系统、方法、用户终端及存储介质 - Google Patents

基于视频的业务处理系统、方法、用户终端及存储介质 Download PDF

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Publication number
WO2019232996A1
WO2019232996A1 PCT/CN2018/108395 CN2018108395W WO2019232996A1 WO 2019232996 A1 WO2019232996 A1 WO 2019232996A1 CN 2018108395 W CN2018108395 W CN 2018108395W WO 2019232996 A1 WO2019232996 A1 WO 2019232996A1
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WIPO (PCT)
Prior art keywords
user
service
service platform
client
information
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PCT/CN2018/108395
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English (en)
French (fr)
Inventor
曾雪羚
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平安科技（深圳）有限公司
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Publication of WO2019232996A1 publication Critical patent/WO2019232996A1/zh

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N7/00—Television systems
    • H04N7/14—Systems for two-way working
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L63/00—Network architectures or network communication protocols for network security
    • H04L63/08—Network architectures or network communication protocols for network security for authentication of entities
    • H04L63/0853—Network architectures or network communication protocols for network security for authentication of entities using an additional device, e.g. smartcard, SIM or a different communication terminal
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L63/00—Network architectures or network communication protocols for network security
    • H04L63/08—Network architectures or network communication protocols for network security for authentication of entities
    • H04L63/0861—Network architectures or network communication protocols for network security for authentication of entities using biometrical features, e.g. fingerprint, retina-scan
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/40—Support for services or applications

Definitions

  • the present application relates to a communication technology method, and in particular, to a video-based service processing system, method, user terminal, and storage medium.
  • the banking process is usually: the user submits a business application form to the bank.
  • the business application form includes, but is not limited to, the type of business and the personal information of the user.
  • the personal information of the user is information such as name, age, and ID number.
  • the business platform will add a new business and assign a unique business serial number to the business.
  • the information in the business application form will be entered into the business platform as relevant information for the business.
  • the bank will need to authenticate the user. Users can personally go to the bank counter for identity verification, or remote identity verification through video interaction between agents and users, that is, video interaction between bank agents and users and obtain the user's face and ID Information to verify the identity of the user.
  • the bank will only accept the user's business application and begin to handle the business after the identity authentication is passed.
  • the current video interaction function is relatively single. Agents can only obtain the user's ID information and face information for simple verification. There is a certain impersonation risk and low security.
  • remote authentication If the user needs to set and modify business-related passwords, the user still needs to personally go to the bank counter for processing, and still cannot achieve true remote business processing; and the business processing time is usually longer, during the business processing process , Customers can only understand the progress and results through agent dictation, the convenience is poor.
  • the purpose of this application is to provide a video-based service processing system, method, user terminal, and storage medium, so as to improve the convenience of service processing.
  • This application provides a video-based service processing system.
  • the system includes a user client, a service platform, an interactive voice response IVR server, and an agent client.
  • the user client is installed on a user terminal, and the user terminal Integrated with a camera module or an external camera, the user terminal is integrated with a fingerprint recognition module or an external fingerprint reader; the user client and the agent client are respectively connected to the service platform, and the user terminal is connected to the An IVR server, and the IVR server is connected to the service platform.
  • this application also provides a video-based service processing method, including the following steps:
  • the user client establishes a remote video call connection with the agent client through the service platform, and the user client is configured to perform remote service processing on a service entered in the service platform through the remote video call connection. ;
  • the user client collects user identity information and uploads it to the service platform.
  • the user identity information includes at least the user's identity information, Face data and fingerprint data;
  • the service platform receives the user identity information, the service platform verifies the user identity information, and forwards the user identity information to the agent client for verification;
  • the user client After the service platform and the agent client both verify the user identity information, the user client sends an information entry request to the service platform, and the information entry request includes at least the user terminal's The terminal number, the service serial number of the service, and the type of information requested to be entered;
  • the service platform receives the information entry request and forwards the information entry request to the IVR server, and the IVR server calls the terminal number of the user terminal in real time according to the information entry request and prompts the user to enter the information Type of information
  • the IVR server receives the response information, and returns the response information to the service platform together with a service serial number in the information entry request;
  • the service platform stores the response information corresponding to the service according to the service serial number.
  • this application also provides a video-based service processing method, which method includes:
  • the user client in the user terminal establishes a remote video call connection with the agent client through the service platform, and the user client is configured to use the remote video call connection to log in to the service platform.
  • Remote business processing
  • the user client collects user identity information and uploads it to the service platform.
  • the user identity information includes at least the user's identity information, Face data and fingerprint data, the service platform and the agent client are used to verify the user identity information;
  • the service platform and the agent client both verify the user identity information
  • the user client sends an information entry request to the service platform, and the information entry request includes at least the user terminal's Terminal number, service serial number of the service, and type of information requested to be entered
  • the service platform is used to forward the information entry request to the IVR server
  • the IVR server is used to make a real-time call according to the information entry request
  • the user terminal feeds back the response information to the IVR server.
  • the present application further provides a user terminal.
  • the user terminal includes at least a memory, a processor, and a computer program stored in the memory and executable on the processor.
  • the processor is executing
  • the computer program implements the following steps of a video-based service processing method in a user terminal:
  • the user client in the user terminal establishes a remote video call connection with the agent client through the service platform, and the user client is configured to use the remote video call connection to log in to the service platform.
  • Remote business processing
  • the user client collects user identity information and uploads it to the service platform.
  • the user identity information includes at least the user's identity information, Face data and fingerprint data, the service platform and the agent client are used to verify the user identity information;
  • the service platform and the agent client both verify the user identity information
  • the user client sends an information entry request to the service platform, and the information entry request includes at least the user terminal's Terminal number, service serial number of the service, and type of information requested to be entered
  • the service platform is used to forward the information entry request to the IVR server
  • the IVR server is used to make a real-time call according to the information entry request
  • the user terminal feeds back the response information to the IVR server.
  • the present application also provides a computer-readable storage medium on which a computer program is stored, characterized in that when the computer program is executed by a processor, a video-based service processing method method in a user terminal is implemented The following steps:
  • the user client in the user terminal establishes a remote video call connection with the agent client through the service platform, and the user client is configured to use the remote video call connection to log in to the service platform.
  • Remote business processing
  • the user client collects user identity information and uploads it to the service platform.
  • the user identity information includes at least the user's identity information, Face data and fingerprint data, the service platform and the agent client are used to verify the user identity information;
  • the user terminal feeds back the response information to the IVR server.
  • Identity verification face data, and fingerprint data can be used for identity verification in various aspects. It is suitable for some scenarios that require higher security and material verification, and higher security and reliability. .
  • This application uses the IVR system to enable remote information entry. Users do not need to go to the counter in person to operate, which improves the convenience of business processing. At the same time, when the user enters relevant information, only the person knows it, and there is no need for a third party to be present. The user only needs to perform information entry on the user terminal that he or she uses instead of using public equipment, and the information entry security is high.
  • the user client dynamically obtains the current business processing progress through polling, automatically reverses the status of the business process, and dynamically updates the display of relevant information and results of the user terminal, so that users can synchronize the progress of the current business and the results of each step. .
  • FIG. 1 shows a system architecture diagram of a video-based service processing system of the present application.
  • FIG. 2 shows a flowchart of an embodiment of a video-based service processing method of the present application.
  • FIG. 3 shows a schematic diagram of a program module of a video-based service processing apparatus of the present application.
  • FIG. 4 shows a hardware architecture diagram of an embodiment of a user terminal of the present application.
  • FIG. 1 shows a system architecture diagram of a video-based service processing system disclosed in the present application.
  • the system includes a user client 110, a service platform 200, and an IVR (Interactive Voice Response) server 300.
  • the user client 110 corresponds to the service platform 200.
  • the service platform 200 is a platform that provides background services for the user client 110.
  • the user client 110 is used by ordinary users who need to process services remotely.
  • the agent client 400 Used by salespeople who handle business related matters for users.
  • the user client 110 is installed on the user terminal 100.
  • the user terminal 100 is an electronic device such as a smart phone, tablet computer, notebook computer, desktop computer and the like, which is an executable program used by the user.
  • the user terminal 100 is integrated with a camera module, or, The user terminal 100 is externally connected with a camera and integrated with an SDK (Software Development Kit) of the camera; the user terminal 100 is integrated with a fingerprint identification module, or the user terminal 100 is externally connected with a fingerprint identification device and integrated with the SDK of the fingerprint identification device.
  • the user client 110 and the agent client 400 are connected to the service platform 200, the user terminal 100 is connected to the IVR server 300, and the IVR server 300 is connected to the service platform 200.
  • a practical use case of this application is remote banking business processing, such as loan business, account opening business, etc.
  • the user client 110 in FIG. 1 is a bank client, which is used by the user to log in
  • the business platform 200 is the bank's back-end server.
  • the agent client 400 is also a bank client and is used by a bank clerk to log in.
  • the external camera and fingerprint recognition device of the user terminal 100 may be provided by a salesman who handles the business on-site. This application takes the built-in camera module of the user terminal 100 but not the fingerprint recognition module as an example.
  • the first embodiment is based on the system architecture shown in FIG. 1, and illustrates the process of implementing the video-based service processing method by multiple terminals in the system.
  • the user can use this method to perform remote service processing based on video.
  • the business platform Entered in the business platform in advance, such as in the banking business processing scenario, as described in the background section, the business platform has added the business and initially entered the information in the business application form, and then the user can use this method based on The video performs remote identity verification and information entry processing on this service.
  • Figure 2 For the detailed steps, please refer to Figure 2, as follows:
  • Step S01 The user client establishes a remote video call connection with the agent client through the service platform. This step is as follows:
  • the user client sends a video call establishment request to the service platform, and the video call establishment request includes a service serial number of a service that the user client requests for remote service processing.
  • the business platform receives the video call establishment request and parses to obtain the business serial number.
  • the business platform authenticates the business serial number. Because the business serial number is usually generated in a certain format, the business platform only needs to detect the resolved business serial number. It is only required that the number conforms to the correct format. When the service serial number conforms to the correct format, the authentication is determined to pass, otherwise the authentication is determined to fail.
  • the service platform After the service platform has passed the authentication of the service serial number, it looks for the agent client in the idle state, and establishes a remote video call connection between the user client and the found agent client. After the remote video call connection is established, , The user can make a remote video call with a salesman using an agent client through a built-in camera module or an external camera of the user terminal, and remotely process services through the remote video call connection.
  • Step S02 During the remote video call between the user client and the agent client, the user client collects user identity information and uploads it to the service platform.
  • the user identity information includes at least the user's ID information and face data.
  • ID information includes all information on the ID, including face image, name, gender, ethnicity, date of birth, address and citizenship number, issuing authority and expiration date, etc.
  • the user client collects user identity information, it is usually collected by using a hardware module in the user terminal.
  • face data and ID information are usually collected using a camera module built in the user terminal or an external camera.
  • Fingerprint data is usually collected. It is collected using the fingerprint recognition module built in the user terminal or an external fingerprint reader.
  • face data and ID information are usually collected directly in the video screen. For example, the user directly displays the ID card to the camera during a remote video call.
  • the actual ID information can also be uploaded by the user after taking the ID image. .
  • a user terminal acquires fingerprint data through an external fingerprint reader
  • the method is as follows: The user terminal establishes a connection with the fingerprint reader through a wired or wireless connection, such as a USB (Universal Serial Bus) interface Connected, wirelessly, such as through a Bluetooth connection, the collection can be performed after the connection is completed.
  • the user puts his finger on the fingerprint reader, and the fingerprint reader acquires the fingerprint bitmap and then sends the fingerprint bitmap to the user terminal.
  • the user The terminal acquires the fingerprint bitmap by natively calling the SDK of the fingerprint reader and performs base64 encoding on the fingerprint bitmap to obtain fingerprint data.
  • Step S03 The service platform receives user identity information, the service platform verifies the user identity information, and forwards the user identity information to the agent client for manual verification.
  • the service platform and the agent client perform manual verification of the user identity information include not limited to:
  • the existing banking business platform will be networked with the public security information sharing system, so this is not shown in Figure 1.
  • the public security information sharing system stores the real name information of each citizen, so the business platform can use the public security information sharing system to verify the real name system of users;
  • the business application form originally submitted by the user also includes the user's personal information. Therefore, it is necessary to verify whether the ID information collected during the remote video call is Match the personal information in the business application form.
  • the service platform When both the service platform and the agent client have verified the user identity information, the service platform stores the user identity information and the service serial number in correspondence as the user identity information corresponding to the service. At this time, the bank can be considered to have accepted the service. And began to handle the business.
  • users can use the user client to remotely enter or modify information such as passwords related to the business, as shown in the following steps.
  • Step S04 The user can choose in the user client, and the user client sends an information entry request to the service platform according to the user's selection.
  • the information entry request includes at least the terminal number of the user terminal, the service serial number of the service, and the requested entry.
  • Information types include password settings, password verification, and password modification.
  • Step S05 The service platform receives the information entry request and forwards the information entry request to the IVR server.
  • the IVR server receives the information entry request and analyzes it to obtain the terminal number of the user terminal, the service serial number of the service, and the type of information requested for entry.
  • the IVR server generates a corresponding module according to the type of information requested. For example, when the information type is a password setting, a confidentiality module is generated. When the information type is a password verification, a security verification module is generated.
  • the IVR server calls the terminal number of the user terminal in real time and According to the generated module prompts the user to enter the information corresponding to the module, the content of the prompt corresponding to each module can be set in advance. For example, the IVR server calls the terminal number of the user terminal and prompts the user according to the encryption module as follows: Please enter the settings you need Set password.
  • Step S06 The user inputs the response information on the user terminal according to the prompt of the IVR server.
  • the user may input the voice response information through a voice response, and / or the key response information through a key response. Then the user terminal obtains the response information entered by the user, and feeds back the response information to the IVR server.
  • Step S07 After receiving the response information, the IVR server returns the response information to the service platform together with the service serial number in the information entry request.
  • Step S08 The service platform stores the response information corresponding to the service according to the service serial number, and the information such as the password in the response information is the information corresponding to the service.
  • the business platform will store data such as the progress of the business and the results of each stage as the business progress data of the business corresponding to the business serial number. Users can synchronize the business processing progress in the user client. It includes the following steps:
  • Step S09 The user client uses a polling work mode to dynamically send a service progress query request to the service platform, and the service progress query request includes at least the service serial number of the service.
  • Step S10 The service platform receives the service progress query request, and the service platform parses the service progress query request to obtain the service serial number and authenticates the service serial number.
  • the authentication method refer to the authentication method in step S01 above.
  • Step S11 After the authentication is passed, the service platform queries the service progress data corresponding to the service serial number and returns the service progress data to the user client.
  • Step S12 The user client receives and displays the business progress data, and the user can view the business processing progress in the user client.
  • the second embodiment is based on a user terminal in the system architecture shown in FIG. 1, and illustrates a process in which the user terminal implements the video-based service processing method on one side, which is specifically as follows.
  • the steps in this embodiment and the specific methods and embodiments are as follows.
  • the methods in the system in No. 1 are corresponding, so this application will not be described in detail, and will not be described with drawings.
  • Step 1 The user client in the user terminal establishes a remote video call connection with the agent client through the service platform, and the user client is used to perform remote service processing on the registered service in the service platform through the remote video call connection.
  • Step 2 During the remote video call between the user client and the agent client, the user client collects user identity information and uploads it to the business platform.
  • the user identity information includes at least the user's ID information, face data and fingerprint data.
  • the business platform and agent client are used to verify user identity information.
  • Step 3 After the service platform and the agent client have verified the user identity information, the user client sends an information entry request to the service platform.
  • the information entry request includes at least the terminal number of the user terminal, the service serial number of the service, and the request entry.
  • the service platform is used to forward the information entry request to the IVR server, and the IVR server is used to call the terminal number of the user terminal in real time according to the information entry request and prompt the user to enter information of the information type.
  • Step 4 The user terminal receives the real-time call from the IVR server and obtains the response information entered by the user according to the prompt of the IVR server.
  • Step 5 The user terminal feeds back the response information to the IVR server.
  • Step 6 The user client in the user terminal uses the polling mode to dynamically send a service progress query request to the service platform.
  • the service progress query request at least includes the service serial number of the service.
  • the service platform is used to query based on the service serial number Business progress data for business.
  • Step 7 The user client receives the business progress data that the business platform requests for feedback according to the business progress query.
  • Step 8 The user client displays business progress data.
  • the video-based service processing apparatus of this embodiment is based on the second embodiment and is used to implement the video-based service processing method of the second embodiment.
  • the functions of each program module included in it are as follows:
  • the video call establishing module 31 is configured to use the user client to establish a remote video call connection with the agent client through the service platform, and the user client is used to perform remote service processing on the service entered in the service platform through the remote video call connection.
  • a data collection module 32 is configured to collect user identity information and upload it to a service platform during a remote video call between the user client and the agent client.
  • the user identity information includes at least the user's ID information, face data, and fingerprint data.
  • the business platform and agent client are used to verify user identity information.
  • the request sending module 33 is configured to send an information entry request to the service platform after the service platform and the agent client have verified the user identity information.
  • the information entry request includes at least the terminal number of the user terminal, the service serial number of the service, and the request.
  • the service platform is used to forward the information entry request to the IVR server.
  • the IVR server is used to call the terminal number of the user terminal in real time according to the information entry request and prompt the user to enter information of the information type.
  • the information entry module 34 is configured to receive a real-time call from the IVR server and obtain response information entered by the user according to the prompt of the IVR server.
  • the information sending module 35 is configured to feed back the response information to the IVR server.
  • the progress query module 36 is configured to dynamically send a business progress query request to the service platform.
  • the business progress query request includes at least the service serial number of the service, and the service platform is used to query the business progress data of the service according to the service serial number.
  • the data receiving module 37 is configured to receive service progress data that the service platform requests for feedback according to the service progress query.
  • the data display module 38 is configured to display business progress data in a user client.
  • This embodiment further provides a user terminal 100.
  • the user terminal 100 includes, but is not limited to, a memory 41, a processor 42, and a network interface 43 that can be communicatively connected to each other through a system bus. It should be noted that FIG. 4 only shows the user terminal 100 with the memory 41, the processor 42, and the network interface 43, but it should be understood that it is not required to implement all the components shown, and more or Fewer components.
  • the memory 41 (readable storage medium) includes a flash memory, a hard disk, a multimedia card, a card-type memory (for example, SD or DX memory, etc.), a random access memory (RAM), a static random access memory (SRAM), Read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), programmable read-only memory (PROM), magnetic memory, magnetic disks, optical disks, etc.
  • the memory 41 may be an internal storage unit of the user terminal 100, such as a hard disk or a memory of the user terminal 100.
  • the memory 41 may also be an external storage device of the user terminal 100, for example, a plug-in hard disk, a smart memory card (SMC), and a secure digital (Secure Digital, SD) card, Flash card, etc.
  • the memory 41 may also include both the internal storage unit of the user terminal 100 and its external storage device.
  • the memory 41 is generally used to store an operating system and various types of application software installed in the user terminal 100, for example, a program code of the service processing apparatus disclosed in the third embodiment.
  • the memory 41 may also be used to temporarily store various types of data that have been output or are to be output.
  • the processor 42 may be a central processing unit (CPU), a controller, a microcontroller, a microprocessor, or other data processing chips in some embodiments.
  • the processor 42 is generally used to control the overall operation of the user terminal 100.
  • the processor 42 is configured to run the program code or process data stored in the memory 41, for example, run the program code of the service processing apparatus disclosed in the third embodiment to implement the video-based service processing method of the second embodiment.
  • the network interface 43 may include a wireless network interface or a wired network interface.
  • the network interface 43 is generally used to establish a communication connection between the user terminal 100 and other devices.
  • the network interface 43 is used to connect the user terminal 100 with an external device through a network, and establish a data transmission channel and a communication connection between the user terminal 100 and the external device.
  • the network can be an intranet, the Internet, a Global System for Mobile Communication (GSM), a Wideband Code Division Multiple Access (WCDMA), a 4G network, a 5G network, Wireless or wired networks such as Bluetooth and Wi-Fi.
  • GSM Global System for Mobile Communication
  • WCDMA Wideband Code Division Multiple Access
  • This embodiment also provides a computer-readable storage medium, such as a flash memory, a hard disk, a multimedia card, a card-type memory (for example, SD or DX memory, etc.), a random access memory (RAM), a static random access memory (SRAM), Read memory (ROM), electrically erasable programmable read-only memory (EEPROM), programmable read-only memory (PROM), magnetic memory, magnetic disks, optical disks, servers, App application stores, etc., which have computer programs stored on them, When the program is executed by the processor, the corresponding function is realized.
  • the computer-readable storage medium of this embodiment is used to store the service processing apparatus disclosed in Embodiment 3, and when executed by a processor, implements the video-based service processing method of Embodiment 2.

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Abstract

本申请公开一种基于视频的业务处理系统、方法、用户终端及存储介质，系统包括用户客户端、业务平台、互动式语音应答IVR服务器以及座席客户端，用户客户端安装在用户终端上，用户终端集成有摄像头模组或外接摄像头，用户终端集成有指纹识别模组或者外接指纹识别仪；用户客户端与座席客户端分别连接业务平台，用户终端连接IVR服务器，IVR服务器连接业务平台；本申请可以在视频交互中根据多方面信息对用户身份进行验证，适用于一些对安全性和材料验证要求较高的场景，安全性和可靠性更高，其利用IVR系统，可以实现远程的信息录入，提高了业务处理的便携性和信息安全性，用户还能动态查看业务办理进度，用户体验较优。

Description

基于视频的业务处理系统、方法、用户终端及存储介质
本申请申明享有2018年6月5日递交的申请号为CN 2018105671091、名称为“基于视频的业务处理系统、方法、用户终端及存储介质”的中国专利申请的优先权，该中国专利申请的整体内容以参考的方式结合在本申请中。
技术领域
本申请涉及一种通信技术方法，具体涉及一种基于视频的业务处理系统、方法、用户终端及存储介质。
背景技术
目前银行业务的办理流程通常为：用户向银行提交业务申请表，业务申请表中包括但不限于业务类型以及用户的个人信息，用户的个人信息是诸如姓名、年龄和身份证号等的信息，则业务平台会新增一项业务并为该业务分配唯一的业务流水号，同时将业务申请表中的信息进行录入至业务平台作为该项业务的相关信息，然后银行需要对用户进行身份验证，可以由用户亲自前往银行柜面进行身份验证，也可以通过座席与用户之间的视频交互进行远程的身份验证，也即银行的座席与用户之间进行视频交互并获取用户的人脸和身份证信息，从而对用户的身份进行验证。无论采用哪一种身份验证方法，只有当身份验证通过后银行才接收用户的业务申请并开始办理该业务。但目前这种视频交互的功能比较单一，座席只能获取到用户的身份证信息和人脸信息进行简单验证，存在一定的冒充风险、安全性较低，另外即便是采用远程身份验证的方法，若用户需要对业务相关的密码进行设定和修改等操作，用户仍然需要亲自前往银行柜面处理，依然无法做到真正的远程业务处理；而且业务办理的时间通常较长，在业务办理过程中，客户只能通过座席口述 来了解进度与结果，便捷性较差。
发明内容
本申请的目的在于提供一种基于视频的业务处理系统、方法、用户终端及存储介质，进而可以提高业务处理的便捷性。
本申请是通过下述技术方案来解决上述技术问题：
本申请提供了一种基于视频的业务处理系统，该系统包括：用户客户端、业务平台、互动式语音应答IVR服务器以及座席客户端，所述用户客户端安装在用户终端上，所述用户终端集成有摄像头模组或外接摄像头，所述用户终端集成有指纹识别模组或者外接指纹识别仪；所述用户客户端与所述座席客户端分别连接所述业务平台，所述用户终端连接所述IVR服务器，所述IVR服务器连接所述业务平台。
基于上述业务处理系统，本申请还提供了一种基于视频的业务处理方法，包括如下步骤：
所述用户客户端通过所述业务平台与所述座席客户端建立远程视频通话连接，所述用户客户端用于通过所述远程视频通话连接对所述业务平台中已录入的业务进行远程业务处理；
在所述用户客户端与所述座席客户端进行远程视频通话的过程中，所述用户客户端采集用户身份信息并上传给所述业务平台，所述用户身份信息至少包括用户的身份证信息、人脸数据和指纹数据；
所述业务平台接收所述用户身份信息，所述业务平台对所述用户身份信息进行验证并将所述用户身份信息转发给所述座席客户端进行验证；
在所述业务平台和所述座席客户端对所述用户身份信息均验证通过后，所述用户客户端向所述业务平台发送信息录入请求，所述信息录入请求中至少包括所述用户终端的终端号码、所述业务的业务流水号以及请求录入的信息类型；
所述业务平台接收所述信息录入请求并将所述信息录入请求转发给所述IVR服务器，所述IVR服务器根据所述信息录入请求实时呼叫所述用户终端的终端号码并提示用户录入所述信息类型的信息；
所述用户终端获取用户根据所述IVR服务器的提示所录入的应答信息，并将所述应答信息反馈给所述IVR服务器；
所述IVR服务器接收所述应答信息，并将所述应答信息与所述信息录入请求中的业务流水号一起返回给所述业务平台；
所述业务平台根据所述业务流水号将所述应答信息与所述业务对应存储。
基于上述业务处理系统中的用户终端，本申请还提供了一种基于视频的业务处理方法，该方法包括：
所述用户终端中的所述用户客户端通过所述业务平台与所述座席客户端建立远程视频通话连接，所述用户客户端用于通过所述远程视频通话连接对所述业务平台中已录入的业务进行远程业务处理；
在所述用户客户端与所述座席客户端进行远程视频通话的过程中，所述用户客户端采集用户身份信息并上传给所述业务平台，所述用户身份信息至少包括用户的身份证信息、人脸数据和指纹数据，所述业务平台和所述座席客户端用于对所述用户身份信息进行验证；
在所述业务平台和所述座席客户端对所述用户身份信息均验证通过后，所述用户客户端向所述业务平台发送信息录入请求，所述信息录入请求中至少包括所述用户终端的终端号码、所述业务的业务流水号以及请求录入的信息类型，所述业务平台用于将所述信息录入请求转发给所述IVR服务器，所述IVR服务器用于根据所述信息录入请求实时呼叫所述用户终端的终端号码并提示用户录入所述信息类型的信息；
所述用户终端接收所述IVR服务器的实时呼叫并获取用户根据所述IVR服务器的提示录入的应答信息；
所述用户终端将所述应答信息反馈给所述IVR服务器。
为了实现上述目的，本申请还提供了一种用户终端，该用户终端至少包括存储器、处理器以及存储在所述存储器中并可在所述处理器上运行的计算机程序，所述处理器在执行所述计算机程序时实现用户终端中的基于视频的业务处理方法的以下步骤：
所述用户终端中的所述用户客户端通过所述业务平台与所述座席客户端建立远程视频通话连接，所述用户客户端用于通过所述远程视频通话连接对所述业务平台中已录入的业务进行远程业务处理；
在所述用户客户端与所述座席客户端进行远程视频通话的过程中，所述用户客户端采集用户身份信息并上传给所述业务平台，所述用户身份信息至少包括用户的身份证信息、人脸数据和指纹数据，所述业务平台和所述座席客户端用于对所述用户身份信息进行验证；
在所述业务平台和所述座席客户端对所述用户身份信息均验证通过后，所述用户客户端向所述业务平台发送信息录入请求，所述信息录入请求中至少包括所述用户终端的终端号码、所述业务的业务流水号以及请求录入的信息类型，所述业务平台用于将所述信息录入请求转发给所述IVR服务器，所述IVR服务器用于根据所述信息录入请求实时呼叫所述用户终端的终端号码并提示用户录入所述信息类型的信息；
所述用户终端接收所述IVR服务器的实时呼叫并获取用户根据所述IVR服务器的提示录入的应答信息；
所述用户终端将所述应答信息反馈给所述IVR服务器。
为了实现上述目的，本申请还提供了一种计算机可读存储介质，其上存储有计算机程序，其特征在于，所述计算机程序被处理器执行时实现用户终端中的基于视频的业务处理方法方法的以下步骤：
所述用户终端中的所述用户客户端通过所述业务平台与所述座席客户端建立远程视频通话连接，所述用户客户端用于通过所述远程视频通话连接对所述业务平台中已录入的业务进行远程业务处理；
在所述用户客户端与所述座席客户端进行远程视频通话的过程中，所述用户客户端采集用户身份信息并上传给所述业务平台，所述用户身份信息至少包括用户的身份证信息、人脸数据和指纹数据，所述业务平台和所述座席客户端用于对所述用户身份信息进行验证；
在所述业务平台和所述座席客户端对所述用户身份信息均验证通过后，所述用户客户端向所述业务平台发送信息录入请求，所述信息录入请求中至少包括所述用户终端的终端号码、所述业务的业务流水号以及请求录入的信息类型，所述业务平台用于将所述信息录入请求转发给所述IVR服务器，所述IVR服务器用于根据所述信息录入请求实时呼叫所述用户终端的终端号码并提示用户录入所述信息类型的信息；
所述用户终端接收所述IVR服务器的实时呼叫并获取用户根据所述IVR服务器的提示录入的应答信息；
所述用户终端将所述应答信息反馈给所述IVR服务器。
本申请的积极进步效果在于：
1、本申请是视频交互过程中，可以利用身份证信息、人脸数据和指纹数据多方面进行身份验证，适用于一些对安全性和材料验证要求较高的场景，安全性和可靠性更高。
2、本申请利用IVR系统，可以实现远程的信息录入，用户不需要再亲自前往柜台操作，提高了业务处理的便捷性。同时用户进行相关信息录入时只有本人知晓，不需要有第三方在场，用户也只需在自己使用的用户终端上进行信息录入，而不需要使用公共设备，信息录入的安全性较高。
3、用户客户端通过轮询的方式，动态获取当前业务处理进度，自动翻转业务进程状态，动态更新用户终端相关信息与结果的展示，使得用户可以同步了解当前业务的进度与各阶断的结果。
附图说明
图1示出了本申请基于视频的业务处理系统的系统架构图。
图2示出了本申请基于视频的业务处理方法的一实施例的流程图。
图3示出了本申请基于视频的业务处理装置的程序模块示意图。
图4示出了本申请用户终端一实施例的硬件架构示意图。
具体实施方式
为了使本申请的目的、技术方案及优点更加清楚明白，以下结合附图及实施例，对本申请进行进一步详细说明。应当理解，此处所描述的具体实施例仅用以解释本申请，并不用于限定本申请。基于本申请中的实施例，本领域普通技术人员在没有做出创造性劳动前提下所获得的所有其他实施例，都属于本申请保护的范围。
请参考图1，其示出了本申请公开的基于视频的业务处理系统的系统架构图，该系统包括：用户客户端110、业务平台200、IVR(Interactive Voice Response，互动式语音应答)服务器300以及座席客户端400，用户客户端110与业务平台200相对应，业务平台200是为用户客户端110提供后台服务的平台，用户客户端110由需要远程处理业务的普通用户使用，座席客户端400由为用户处理业务相关事宜的业务员使用。用户客户端110安装在用户终端100上，用户终端100是用户使用的可执行程序的诸如智能手机、平板电脑、笔记本电脑、台式计算机等的电子设备，用户终端100集成有摄像头模组，或者，用户终端100外接摄像头并集成有摄像头的SDK(Software Development Kit，软件开发工具包)；用户终端100集成有指纹识别模组，或者用户终端100外接指纹识别仪并集成有指纹识别仪的SDK。用户客户端110与座席客户端400分别连接业务平台200，用户终端100连接IVR服务器300，IVR服务器300连接业务平台200。
本申请一个实用的使用场景为远程的银行业务处理，比如贷款业务、开户业务等，则图1中的用户客户端110为银行客户端，由用户登录使用，业务平台200为该银行的后台服务器，座席客户端400也为银行客户端，由银行业务员登录使用。用户终端100外接的摄像头和指纹识别仪可以由上门办 理业务的业务员提供，本申请以用户终端100内置摄像头模组但未内置指纹识别模组为例。
实施例一
该实施例一基于图1所示的系统架构，示出了系统中多端交互实现该基于视频的业务处理方法的过程，用户使用该方法可以基于视频进行远程的业务处理，用户所要处理的业务已经提前在业务平台中进行了录入，比如在银行业务处理场景中，如背景技术部分描述，业务平台中已经增加了该项业务并初步录入了业务申请表中的信息，然后用户可以使用该方法基于视频对该项业务进行远程的身份验证以及信息录入等处理，其具体步骤图请参考图2，具体如下：
步骤S01：用户客户端通过业务平台与座席客户端建立远程视频通话连接，该步骤具体如下：
1、用户客户端向业务平台发送视频通话建立请求，该视频通话建立请求中包括用户客户端请求进行远程业务处理的业务的业务流水号。
2、业务平台接收视频通话建立请求并解析得到业务流水号，业务平台对业务流水号进行鉴权，由于业务流水号通常是按照一定的格式生成的，因此业务平台只需检测解析到的业务流水号是否符合正确格式即可，当业务流水号符合正确格式时确定鉴权通过，否则确定鉴权不通过。
3、业务平台在对业务流水号鉴权通过后，查找处于空闲状态的座席客户端，并建立用户客户端与查找到的座席客户端之间的远程视频通话连接，在远程视频通话连接建立后，用户可以通过用户终端内置的摄像头模组或外接的摄像头与使用座席客户端的业务员进行远程视频通话，并通过该远程视频通话连接对业务进行远程处理。
步骤S02：用户客户端与座席客户端进行远程视频通话的过程中，用户客户端采集用户身份信息并上传给业务平台，在本申请中，用户身份信息至少包括用户的身份证信息、人脸数据和指纹数据，身份证信息包括身份证上的 所有信息，包括人脸图像、姓名、性别、民族、出生年月日、住址和公民身份号码、签发机关和有效期限等。
用户客户端在采集用户身份信息时通常是利用用户终端中的硬件模组来采集，其中人脸数据和身份证信息通常是利用用户终端内置的摄像头模组或外接的摄像头来采集，指纹数据通常是利用用户终端内置的指纹识别模组或外接的指纹识别仪来采集。其中，人脸数据和身份证信息通常情况下直接在视频画面中采集，比如用户在远程视频通话过程中直接正对摄像头展示身份证，实际身份证信息也可以由用户拍摄身份证图像后进行上传。当用户终端通过外接指纹识别仪获取指纹数据时，其方法如下：用户终端通过有线或无线的连接方式与指纹识别仪建立连接，有线的方式比如通过USB(Universal Serial Bus，通用串行总线)接口相连，无线的方式比如通过蓝牙连接，连接完成后即可进行采集，用户将手指置于指纹识别仪上，指纹识别仪进行指纹采集获取到指纹位图然后将指纹位图发送给用户终端，用户终端通过native调用指纹识别仪的SDK的方式获取到指纹位图并对指纹位图进行base64编码得到指纹数据。
步骤S03：业务平台接收用户身份信息，业务平台对用户身份信息进行验证，并将用户身份信息转发给座席客户端进行人工验证，业务平台及座席客户端对用户身份信息进行人工验证的方法包括但不限于：
验证身份证信息中的人脸图像与人脸数据是否一致；
以及，向公安信息共享系统验证身份证信息和指纹数据是否属实，并验证身份信息与指纹数据是否匹配，现有的银行业务平台都会与公安信息共享系统进行联网，因此图1中未示出该系统，公安信息共享系统中存储有每一个公民的各项实名信息，因此业务平台利用公安信息共享系统就可以对用户进行实名制验证；
以及，验证身份证信息与业务平台已录入的与业务有关的信息是否一致，用户最初提交的业务申请表中也包括用户的个人信息，因此需要验证远程视 频通话过程中采集到的身份证信息是否与业务申请表中的个人信息相符。
在业务平台及座席客户端对用户身份信息均验证通过时，业务平台将用户身份信息与业务流水号对应存储，以作为该项业务对应的用户身份信息，此时可以认为银行已经受理了该业务并开始对业务进行办理。
在业务办理的过程中，用户可以使用用户客户端远程录入或修改与该项业务相关的诸如密码之类的信息，如下几个步骤所示。
步骤S04：用户可以在用户客户端中进行选择，则用户客户端根据用户的选择向业务平台发送信息录入请求，信息录入请求中至少包括用户终端的终端号码、业务的业务流水号以及请求录入的信息类型，信息类型有密码设置、密码验证、密码修改等。
步骤S05：业务平台接收信息录入请求并将信息录入请求转发给IVR服务器，IVR服务器接收信息录入请求并进行解析得到用户终端的终端号码、业务的业务流水号以及请求录入的信息类型。IVR服务器根据请求录入的信息类型生成对应的模块，比如当信息类型为密码设置时生成设密模块，再比如当信息类型为密码验证时生成验密模块，IVR服务器实时呼叫用户终端的终端号码并根据生成的模块提示用户录入模块对应信息类型的信息，每一个模块对应的提示的内容可以预先设定，比如IVR服务器呼叫用户终端的终端号码并根据设密模块提示用户如下：请录入您需要设定的密码。
步骤S06：用户根据IVR服务器的提示在用户终端上录入应答信息，可以通过语音应答的方式录入语音应答信息，和/或，通过按键应答的方式录入按键应答信息。则用户终端获取用户所录入的应答信息，并将应答信息反馈给IVR服务器。
步骤S07：IVR服务器在接收到应答信息后，将应答信息与信息录入请求中的业务流水号一起返回给业务平台。
步骤S08：业务平台根据业务流水号将应答信息与业务对应存储，应答信息中的密码等信息即为该业务对应的信息。
另外，在业务办理过程中，业务平台会将业务的进度以及各个阶段的结果等数据作为该项业务的业务进度数据与业务流水号对应存储，用户可以在用户客户端中同步了解业务办理进度，包括如下步骤：
步骤S09：用户客户端采用轮询的工作模式，动态地向业务平台发送业务进度查询请求，业务进度查询请求中至少包括业务的业务流水号:。
步骤S10：业务平台接收业务进度查询请求，业务平台对业务进度查询请求解析得到业务流水号并对业务流水号进行鉴权，鉴权方法请参考上述步骤S01中的鉴权方法。
步骤S11：在鉴权通过后，业务平台查询与业务流水号对应的业务进度数据并将业务进度数据返回给用户客户端。
步骤S12：用户客户端接收业务进度数据并进行展示，用户就可以在用户客户端中查看业务办理进度。
实施例二
该实施例二基于图1所示的系统架构中的用户终端，示出了用户终端单侧实现该基于视频的业务处理方法的过程，具体如下，该实施例中的步骤和具体方法与实施例一中的系统中的方法是对应的，因此本申请不再详细介绍，也不再配图说明。
步骤1：用户终端中的用户客户端通过业务平台与座席客户端建立远程视频通话连接，用户客户端用于通过远程视频通话连接对业务平台中已录入的业务进行远程业务处理。
步骤2：在用户客户端与座席客户端进行远程视频通话的过程中，用户客户端采集用户身份信息并上传给业务平台，用户身份信息至少包括用户的身份证信息、人脸数据和指纹数据，业务平台和座席客户端用于对用户身份信息进行验证。
步骤3：在业务平台和座席客户端对用户身份信息均验证通过后，用户客户端向业务平台发送信息录入请求，信息录入请求中至少包括用户终端的终 端号码、业务的业务流水号以及请求录入的信息类型，业务平台用于将信息录入请求转发给IVR服务器，IVR服务器用于根据信息录入请求实时呼叫用户终端的终端号码并提示用户录入信息类型的信息。
步骤4：用户终端接收IVR服务器的实时呼叫并获取用户根据IVR服务器的提示录入的应答信息。
步骤5：用户终端将应答信息反馈给IVR服务器。
步骤6：用户终端中的用户客户端采用轮询的工作模式，动态地向业务平台发送业务进度查询请求，业务进度查询请求中至少包括业务的业务流水号，业务平台用于根据业务流水号查询业务的业务进度数据。
步骤7：用户客户端接收业务平台根据业务进度查询请求反馈的业务进度数据。
步骤8：用户客户端展示业务进度数据。
实施例三
请参阅图3，本实施例的基于视频的业务处理装置以实施例二为基础，用于实现实施例二的基于视频的业务处理方法，其包括的各程序模块的功能如下：
视频通话建立模块31，用于利用用户客户端通过业务平台与座席客户端建立远程视频通话连接，用户客户端用于通过远程视频通话连接对业务平台中已录入的业务进行远程业务处理。
数据采集模块32，用于在用户客户端与座席客户端进行远程视频通话的过程中，采集用户身份信息并上传给业务平台，用户身份信息至少包括用户的身份证信息、人脸数据和指纹数据，业务平台和座席客户端用于对用户身份信息进行验证。
请求发送模块33，用于在业务平台和座席客户端对用户身份信息均验证通过后，向业务平台发送信息录入请求，信息录入请求中至少包括用户终端的终端号码、业务的业务流水号以及请求录入的信息类型，业务平台用于将 信息录入请求转发给IVR服务器，IVR服务器用于根据信息录入请求实时呼叫用户终端的终端号码并提示用户录入信息类型的信息。
信息录入模块34，用于接收IVR服务器的实时呼叫并获取用户根据IVR服务器的提示录入的应答信息。
信息发送模块35，用于将应答信息反馈给IVR服务器。
进度查询模块36，用于动态地向业务平台发送业务进度查询请求，业务进度查询请求中至少包括业务的业务流水号，业务平台用于根据业务流水号查询业务的业务进度数据。
数据接收模块37，用于接收业务平台根据业务进度查询请求反馈的业务进度数据。
数据展示模块38，用于在用户客户端中展示业务进度数据。
实施例四
本实施例还提供一种用户终端100，请参考图4，该用户终端100至少包括但不限于：可通过系统总线相互通信连接的存储器41、处理器42和网络接口43。需要指出的是，图4仅示出了具有存储器41、处理器42和网络接口43的用户终端100，但是应理解的是，并不要求实施所有示出的组件，可以替代的实施更多或者更少的组件。
本实施例中，存储器41(即可读存储介质)包括闪存、硬盘、多媒体卡、卡型存储器(例如，SD或DX存储器等)、随机访问存储器(RAM)、静态随机访问存储器(SRAM)、只读存储器(ROM)、电可擦除可编程只读存储器(EEPROM)、可编程只读存储器(PROM)、磁性存储器、磁盘、光盘等。在一些实施例中，存储器41可以是用户终端100的内部存储单元，例如该用户终端100的硬盘或内存。在另一些实施例中，存储器41也可以是用户终端100的外部存储设备，例如该用户终端100上配备的插接式硬盘，智能存储卡(Smart Media Card,SMC)，安全数字(Secure Digital,SD)卡，闪存卡(Flash Card)等。当然，存储器41还可以既包括用户终端100的内部存储单元也包 括其外部存储设备。本实施例中，存储器41通常用于存储安装于用户终端100的操作系统和各类应用软件，例如实施例三公开的业务处理装置的程序代码等。此外，存储器41还可以用于暂时地存储已经输出或者将要输出的各类数据。
处理器42在一些实施例中可以是中央处理器(Central Processing Unit，CPU)、控制器、微控制器、微处理器、或其他数据处理芯片。该处理器42通常用于控制用户终端100的总体操作。本实施例中，处理器42用于运行存储器41中存储的程序代码或者处理数据，例如运行实施例三公开的业务处理装置的程序代码，以实现实施例二的基于视频的业务处理方法。
网络接口43可包括无线网络接口或有线网络接口，该网络接口43通常用于在用户终端100与其他设备之间建立通信连接。例如，网络接口43用于通过网络将用户终端100与外部设备相连，在用户终端100与外部设备之间的建立数据传输通道和通信连接等。网络可以是企业内部网(Intranet)、互联网(Internet)、全球移动通讯系统(Global System of Mobile communication，GSM)、宽带码分多址(Wideband Code Division Multiple Access，WCDMA)、4G网络、5G网络、蓝牙(Bluetooth)、Wi-Fi等无线或有线网络。
实施例四
本实施例还提供一种计算机可读存储介质，如闪存、硬盘、多媒体卡、卡型存储器(例如，SD或DX存储器等)、随机访问存储器(RAM)、静态随机访问存储器(SRAM)、只读存储器(ROM)、电可擦除可编程只读存储器(EEPROM)、可编程只读存储器(PROM)、磁性存储器、磁盘、光盘、服务器、App应用商城等等，其上存储有计算机程序，程序被处理器执行时实现相应功能。本实施例的计算机可读存储介质用于存储实施例三公开的业务处理装置，被处理器执行时实现实施例二的基于视频的业务处理方法。
以上仅为本申请的优选实施例，并非因此限制本申请的专利范围，凡是利用本申请说明书及附图内容所作的等效结构或等效流程变换，或直接或间 接运用在其他相关的技术领域，均同理包括在本申请的专利保护范围内。

Claims (15)

  1. 一种基于视频的业务处理系统，其特征在于，所述系统包括：用户客户端、业务平台、互动式语音应答IVR服务器以及座席客户端，所述用户客户端安装在用户终端上，所述用户终端集成有摄像头模组或外接摄像头，所述用户终端集成有指纹识别模组或者外接指纹识别仪；所述用户客户端与所述座席客户端分别连接所述业务平台，所述用户终端连接所述IVR服务器，所述IVR服务器连接所述业务平台。
  2. 一种基于视频的业务处理方法，所述方法应用于基于视频的业务处理系统中，所述系统包括：用户客户端、业务平台、互动式语音应答IVR服务器以及座席客户端，所述用户客户端安装在用户终端上，所述用户终端集成有摄像头模组或外接摄像头，所述用户终端集成有指纹识别模组或者外接指纹识别仪；所述用户客户端与所述座席客户端分别连接所述业务平台，所述用户终端连接所述IVR服务器，所述IVR服务器连接所述业务平台，其特征在于，所述基于视频的业务处理方法包括：
    所述用户客户端通过所述业务平台与所述座席客户端建立远程视频通话连接，所述用户客户端用于通过所述远程视频通话连接对所述业务平台中已录入的业务进行远程业务处理；
    在所述用户客户端与所述座席客户端进行远程视频通话的过程中，所述用户客户端采集用户身份信息并上传给所述业务平台，所述用户身份信息至少包括用户的身份证信息、人脸数据和指纹数据；
    所述业务平台接收所述用户身份信息，所述业务平台对所述用户身份信息进行验证并将所述用户身份信息转发给所述座席客户端进行验证；
    在所述业务平台和所述座席客户端对所述用户身份信息均验证通过后，所述用户客户端向所述业务平台发送信息录入请求，所述信息录入请求中至少包括所述用户终端的终端号码、所述业务的业务流水号以及请求录入的信 息类型；
    所述业务平台接收所述信息录入请求并将所述信息录入请求转发给所述IVR服务器，所述IVR服务器根据所述信息录入请求实时呼叫所述用户终端的终端号码并提示用户录入所述信息类型的信息；
    所述用户终端获取用户根据所述IVR服务器的提示所录入的应答信息，并将所述应答信息反馈给所述IVR服务器；
    所述IVR服务器接收所述应答信息，并将所述应答信息与所述信息录入请求中的业务流水号一起返回给所述业务平台；
    所述业务平台根据所述业务流水号将所述应答信息与所述业务对应存储。
  3. 根据权利要求2所述的方法，其特征在于，所述方法还包括：
    所述用户客户端采用轮询的工作模式，动态地向所述业务平台发送业务进度查询请求，所述业务进度查询请求中至少包括所述业务的业务流水号；
    所述业务平台接收所述业务进度查询请求，所述业务平台对所述业务进度查询请求解析得到所述业务流水号并对所述业务流水号进行鉴权；
    在鉴权通过后，所述业务平台查询与所述业务流水号对应的业务进度数据并将所述业务进度数据返回给所述用户客户端；
    所述用户客户端接收所述业务进度数据并进行展示。
  4. 根据权利要求2所述的方法，其特征在于，所述用户客户端通过所述业务平台与所述座席客户端建立远程视频通话连接，包括：
    所述用户客户端向所述业务平台发送视频通话建立请求，所述视频通话建立请求中包括用户客户端请求进行远程业务处理的业务的业务流水号；
    所述业务平台接收所述视频通话建立请求并解析得到所述业务流水号，所述业务平台对所述业务流水号进行鉴权；
    所述业务平台在对所述业务流水号鉴权通过后，查找处于空闲状态的座席客户端，并建立所述用户客户端与查找到的所述座席客户端之间的远程视频通话连接。
  5. 根据权利要求3所述的方法，其特征在于，所述用户客户端通过所述业务平台与所述座席客户端建立远程视频通话连接，包括：
    所述用户客户端向所述业务平台发送视频通话建立请求，所述视频通话建立请求中包括用户客户端请求进行远程业务处理的业务的业务流水号；
    所述业务平台接收所述视频通话建立请求并解析得到所述业务流水号，所述业务平台对所述业务流水号进行鉴权；
    所述业务平台在对所述业务流水号鉴权通过后，查找处于空闲状态的座席客户端，并建立所述用户客户端与查找到的所述座席客户端之间的远程视频通话连接。
  6. 根据权利要求2所述的方法，其特征在于，在所述用户终端外接指纹识别仪时，用户客户端采集用户的指纹数据并上传给所述业务平台，包括：
    所述用户终端通过有线或无线的连接方式与指纹识别仪建立连接；
    所述指纹识别仪进行指纹采集获取指纹位图并发送给所述用户终端；
    所述用户终端调用集成的所述指纹识别仪的软件开发工具包SDK将所述指纹位图转换为所述指纹数据，并通过所述用户客户端将所述指纹数据上传给所述业务平台。
  7. 根据权利要求3所述的方法，其特征在于，在所述用户终端外接指纹识别仪时，用户客户端采集用户的指纹数据并上传给所述业务平台，包括：
    所述用户终端通过有线或无线的连接方式与指纹识别仪建立连接；
    所述指纹识别仪进行指纹采集获取指纹位图并发送给所述用户终端；
    所述用户终端调用集成的所述指纹识别仪的软件开发工具包SDK将所述指纹位图转换为所述指纹数据，并通过所述用户客户端将所述指纹数据上传给所述业务平台。
  8. 根据权利要求2所述的方法，其特征在于，所述业务平台及所述座席客户端对所述用户身份信息进行验证的方法包括但不限于：
    验证所述身份证信息中的人脸图像与所述人脸数据是否一致；
    以及，向公安信息共享系统验证所述身份证信息和所述指纹数据是否属实，并验证所述身份信息与所述指纹数据是否匹配；
    以及，验证所述身份证信息与所述业务平台已录入的与所述业务有关的信息是否一致。
  9. 根据权利要求3所述的方法，其特征在于，所述业务平台及所述座席客户端对所述用户身份信息进行验证的方法包括但不限于：
    验证所述身份证信息中的人脸图像与所述人脸数据是否一致；
    以及，向公安信息共享系统验证所述身份证信息和所述指纹数据是否属实，并验证所述身份信息与所述指纹数据是否匹配；
    以及，验证所述身份证信息与所述业务平台已录入的与所述业务有关的信息是否一致。
  10. 一种基于视频的业务处理方法，所述方法应用于基于视频的业务处理系统所述的用户终端中，所述系统包括：用户客户端、业务平台、互动式语音应答IVR服务器以及座席客户端，所述用户客户端安装在用户终端上，所述用户终端集成有摄像头模组或外接摄像头，所述用户终端集成有指纹识别模组或者外接指纹识别仪；所述用户客户端与所述座席客户端分别连接所述业务平台，所述用户终端连接所述IVR服务器，所述IVR服务器连接所述业务平台，其特征在于，所述基于视频的业务处理方法包括：
    所述用户终端中的所述用户客户端通过所述业务平台与所述座席客户端建立远程视频通话连接，所述用户客户端用于通过所述远程视频通话连接对所述业务平台中已录入的业务进行远程业务处理；
    在所述用户客户端与所述座席客户端进行远程视频通话的过程中，所述用户客户端采集用户身份信息并上传给所述业务平台，所述用户身份信息至少包括用户的身份证信息、人脸数据和指纹数据，所述业务平台和所述座席客户端用于对所述用户身份信息进行验证；
    在所述业务平台和所述座席客户端对所述用户身份信息均验证通过后， 所述用户客户端向所述业务平台发送信息录入请求，所述信息录入请求中至少包括所述用户终端的终端号码、所述业务的业务流水号以及请求录入的信息类型，所述业务平台用于将所述信息录入请求转发给所述IVR服务器，所述IVR服务器用于根据所述信息录入请求实时呼叫所述用户终端的终端号码并提示用户录入所述信息类型的信息；
    所述用户终端接收所述IVR服务器的实时呼叫并获取用户根据所述IVR服务器的提示录入的应答信息；
    所述用户终端将所述应答信息反馈给所述IVR服务器。
  11. 根据权利要求10所述的方法，其特征在于，所述方法还包括：
    所述用户终端中的所述用户客户端采用轮询的工作模式，动态地向所述业务平台发送业务进度查询请求，所述业务进度查询请求中至少包括所述业务的业务流水号，所述业务平台用于根据所述业务流水号查询所述业务的业务进度数据；
    所述用户客户端接收所述业务平台根据所述业务进度查询请求反馈的所述业务进度数据；
    所述用户客户端展示所述业务进度数据。
  12. 一种用户终端，其特征在于，所述用户终端至少包括存储器、处理器以及存储在所述存储器中并可在所述处理器上运行的计算机程序，所述处理器在执行所述计算机程序时实现基于视频的业务处理方法的以下步骤：
    所述用户终端中的所述用户客户端通过所述业务平台与所述座席客户端建立远程视频通话连接，所述用户客户端用于通过所述远程视频通话连接对所述业务平台中已录入的业务进行远程业务处理；
    在所述用户客户端与所述座席客户端进行远程视频通话的过程中，所述用户客户端采集用户身份信息并上传给所述业务平台，所述用户身份信息至少包括用户的身份证信息、人脸数据和指纹数据，所述业务平台和所述座席客户端用于对所述用户身份信息进行验证；
    在所述业务平台和所述座席客户端对所述用户身份信息均验证通过后，所述用户客户端向所述业务平台发送信息录入请求，所述信息录入请求中至少包括所述用户终端的终端号码、所述业务的业务流水号以及请求录入的信息类型，所述业务平台用于将所述信息录入请求转发给所述IVR服务器，所述IVR服务器用于根据所述信息录入请求实时呼叫所述用户终端的终端号码并提示用户录入所述信息类型的信息；
    所述用户终端接收所述IVR服务器的实时呼叫并获取用户根据所述IVR服务器的提示录入的应答信息；
    所述用户终端将所述应答信息反馈给所述IVR服务器。
  13. 根据权利要求12所述的用户终端，其特征在于，所述方法还包括：
    所述用户终端中的所述用户客户端采用轮询的工作模式，动态地向所述业务平台发送业务进度查询请求，所述业务进度查询请求中至少包括所述业务的业务流水号，所述业务平台用于根据所述业务流水号查询所述业务的业务进度数据；
    所述用户客户端接收所述业务平台根据所述业务进度查询请求反馈的所述业务进度数据；
    所述用户客户端展示所述业务进度数据。
  14. 一种计算机可读存储介质，其上存储有计算机程序，其特征在于，所述计算机程序被处理器执行时实现基于视频的业务处理方法的以下步骤：
    所述用户终端中的所述用户客户端通过所述业务平台与所述座席客户端建立远程视频通话连接，所述用户客户端用于通过所述远程视频通话连接对所述业务平台中已录入的业务进行远程业务处理；
    在所述用户客户端与所述座席客户端进行远程视频通话的过程中，所述用户客户端采集用户身份信息并上传给所述业务平台，所述用户身份信息至少包括用户的身份证信息、人脸数据和指纹数据，所述业务平台和所述座席客户端用于对所述用户身份信息进行验证；
    在所述业务平台和所述座席客户端对所述用户身份信息均验证通过后，所述用户客户端向所述业务平台发送信息录入请求，所述信息录入请求中至少包括所述用户终端的终端号码、所述业务的业务流水号以及请求录入的信息类型，所述业务平台用于将所述信息录入请求转发给所述IVR服务器，所述IVR服务器用于根据所述信息录入请求实时呼叫所述用户终端的终端号码并提示用户录入所述信息类型的信息；
    所述用户终端接收所述IVR服务器的实时呼叫并获取用户根据所述IVR服务器的提示录入的应答信息；
    所述用户终端将所述应答信息反馈给所述IVR服务器。
  15. 根据权利要求14所述的计算机可读存储介质，其特征在于，所述方法还包括：
    所述用户终端中的所述用户客户端采用轮询的工作模式，动态地向所述业务平台发送业务进度查询请求，所述业务进度查询请求中至少包括所述业务的业务流水号，所述业务平台用于根据所述业务流水号查询所述业务的业务进度数据；
    所述用户客户端接收所述业务平台根据所述业务进度查询请求反馈的所述业务进度数据；
    所述用户客户端展示所述业务进度数据。
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