Remote video virtual service processing method

Abstract

The invention relates to the technical field of self-service, in particular to a remote video virtual service processing method. The method comprises the following steps: providing a brand-new power business virtual acceptance mode by expanding hardware equipment, such as a high-speed photographic apparatus, a scanner, an identity recognition system and a stamping machine, and developing software for data interaction with an existing marketing business system; the system also comprises the application of advanced technologies such as electronic signature encryption, vein recognition, parent identification and parent signature Bluetooth digital, and the design and implementation of a self-service payment system, and real and natural face-to-face virtual interaction assistance service is realized by constructing a customer service matching system and a remote video assistance function. According to the technical scheme, the business handling efficiency can be improved, the cost is reduced, and the customer service experience is remarkably improved.

Description

Technical Field

[0001] The present invention relates to the technical field of self-service, and in particular to a method for processing remote video virtual services. Background Art

[0002] The contradiction between the huge customer base of power supply companies and their limited service resources is becoming increasingly prominent. The use of self-service payment machines with cash and UnionPay payment methods in the power system is a good solution. Its diversion effect on the payer population is extremely significant and can effectively solve the problems of electricity fee recovery and user payment difficulties. Remote video virtual business processing integrates network, multi-touch, video, remote cloud collaboration, business push, security prevention, identity authentication and integrated communication and control technology, and develops remote video interactive smart business halls, which can realize 24-hour business expansion, payment, consultation and other full business processing and remote video assistance. It is a video intelligent service method based on electronic services and manual counters.

[0003] In the prior art, the self-service of electricity business has problems such as limited business hours, unbalanced human resources, and inability to conduct face-to-face business processing during non-working hours. The present invention aims to provide a method for remote video virtual business processing to solve the above-mentioned problems such as unbalanced human resources in business halls, limited business hours and locations, and inability to conduct face-to-face business processing outside of 8 working hours. Summary of the invention

[0004] The present invention provides a method for remote video virtual business processing, which can enhance the uninterrupted interactive response between the company and the same electricity customers, enhance the comprehensive service capabilities, and further improve the company's management level of various service equipment and systems, reduce management costs, centralize various data, provide various statistical, summary, and analysis functions, and provide decision-making data support.

[0005] The present invention provides a method for remote video virtual service processing, comprising the following steps:

[0006] S1: Add high-speed scanners, scanners, identity recognition, stamp machines and other devices on the basis of the original self-service equipment in the integrated business hall to achieve the expansion of hardware equipment;

[0007] S2: Add servers and install clients to realize data interaction with the marketing business system, open interfaces for new installation and capacity increase and power consumption change, and add new functions for business expansion and progress inquiry;

[0008] S3: Integrate cutting-edge technologies such as electronic signature encryption, vein recognition, and Bluetooth digital authentication and signature into the business handling process, and design a self-service payment system to achieve the integration of payment, inquiry, and electricity handling;

[0009] S4: Build a customer service matching system that can intelligently route customers to remote video service personnel with different skills based on their type and level, providing real and natural face-to-face virtual interactive assistance services;

[0010] S5: Adopt instant messaging solutions, use the network audio and video interactive platform, set up ultra-high-definition cameras, initiate requests through the video communication server, and establish voice and video communications between customers and remote agents to achieve panoramic and real-time transmission of audio and video information;

[0011] S6: Develop auxiliary functions such as automatic triggering and acquisition, stereoscopic monitoring, environmental identification, and alarm recording to achieve 24 / 7 all-round monitoring of equipment outlets, and automatically identify and alarm when abnormalities occur in cameras or indoor and outdoor outlets.

[0012] Preferably, the method for using the remote virtual counter also includes: by developing a printing function for the marketing system information terminal, printing and automatic stamping of paper contents such as power supply plans, contracts, and electricity bill details can be realized. The stamping machine and the printer are highly integrated, and the printing and stamping are clear and smooth. The stamping position and quantity can be set according to needs.

[0013] Preferably, the hardware device expansion in S1 further includes:

[0014] Configure a multi-touch screen to provide a user interaction interface;

[0015] Integrate wireless communication module to support long-distance data transmission.

[0016] Preferably, the software development extension in S2 further includes:

[0017] Develop a user-friendly operating system to guide users in completing business transactions;

[0018] Achieve seamless integration with existing power business systems to ensure data consistency and accuracy.

[0019] Preferably, the S3 also includes:

[0020] Provide electronic signature and digital certificate services to ensure the legal validity of business transactions;

[0021] Provide real-time feedback and guidance during business handling to improve user experience;

[0022] Use near-infrared scanning to scan the vein image 2 meters below the subcutaneous tissue of the palm for palm vein recognition;

[0023] The electronic signature board is integrated on the operation screen, and the handwritten signature is encrypted electronically and integrated on the signed document to prevent copying.

[0024] Preferably, the self-service payment system in S3 includes: the system structure of the self-service payment terminal is divided into a three-layer architecture of presentation layer, application layer and service layer, the presentation layer is responsible for providing content display and page integration of the self-service terminal, and uniformly presenting it in the form of four major categories of business; the application layer is the business processing logic platform of the self-service terminal, and realizes different business applications by calling the service layer; the service layer provides basic services for the self-service terminal, including unified monitoring management, terminal intelligent upgrade management, authority management, terminal management, log management, content publishing management, account management, business module management, query statistics, so as to realize the integration of various business platforms and the self-service terminal at the presentation level.

[0025] Preferably, the implementation of the remote video assistance function in S5 further includes:

[0026] Intelligently route to remote video service personnel with different skills based on customer type and level;

[0027] Provide multi-language support to meet the needs of different customers.

[0028] Preferably, the auxiliary function implementation in S6 further includes:

[0029] Realize real-time monitoring and analysis of customer operation behaviors to optimize business processes;

[0030] Provide remote fault diagnosis and maintenance support to ensure stable operation of the system.

[0031] Preferably, the construction of the customer service matching system in S4 includes: defining a variable A, where A is the sum of the waiting time of VIP customers and ordinary customers, with the goal of minimizing the total expected waiting time of VIP customers while taking the waiting time of ordinary customers into consideration, and constructing the following model:

[0032]

[0033] Where N is the number of counters, j = 1, 2, 3...N, λ1(t) is the number of VIP customers arriving during period t, λ2(t) is the number of ordinary customers arriving during period t, W 1j (t) is the expected waiting time of a VIP customer at time t at the jth counter, W 2j (t) is the expected waiting time of an average customer at time t at the jth counter, x 1j is the decision variable for a VIP customer to be assigned to the jth counter at time t, x 2j is the decision variable for an ordinary customer to be assigned to the jth counter at time t, where the expected waiting time W 1j (t) and W 2j (t) can be estimated using queuing theory models.

[0034] Preferably, the construction of the customer service matching system in S4 further includes: if there is W 1j =0 or W 2j = 0, (j = 1, 2, 3 ... N), define a new variable Z, Z is the sum of the idle time of the counter, with the goal of giving priority to the customer service with the longest idle time, and construct the following model:

[0035]

[0036] Among them, T j is the current idle time of the jth counter.

[0037] It can be seen from the above technical solutions that, since the embodiments of the present invention adopt the technical solutions described in the above documents, the advantages of the remote video virtual service processing method are as follows:

[0038] 1. Since the embodiment of the present invention realizes 7*24 hours business processing by expanding hardware equipment and software development, it meets the business needs of different customers during non-working hours. The integrated high-speed scanner, scanner, identity recognition, stamp machine and other devices, as well as the design of the self-service payment system, make it possible to complete payment, inquiry, electricity usage and other services in one stop, greatly shortening the business processing time and improving efficiency and service convenience.

[0039] 2. Since the embodiment of the present invention adopts cutting-edge technologies such as electronic signature encryption, vein recognition, and Bluetooth digital authentication and signature, the security of business processing is enhanced, and the legal effect of business processing and the accuracy of data are ensured.

[0040] 3. The embodiment of the present invention provides a more personalized and natural customer service experience through a customer service matching system and a remote video assistance function with multi-language support, meeting the needs of different customers. By reducing the need for manual counters, this method can significantly reduce labor costs. At the same time, through automated and intelligent business processing, it reduces additional costs caused by human errors.

[0041] 4. The embodiment of the present invention realizes the optimal allocation of human resources through intelligent routing and automatic monitoring and alarm functions, reduces the queuing phenomenon during peak hours, and realizes the rational use of human resources in time periods and areas with less business volume.

[0042] 5. The embodiment of the present invention constructs a customer service matching system, utilizes queuing theory models and optimization algorithms, realizes intelligent decision-making on the waiting time of VIP customers and ordinary customers, and optimizes the customer service process. BRIEF DESCRIPTION OF THE DRAWINGS

[0043] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0044] Figure 1 It is a flow chart of a method for remote video virtual service processing of the present invention; DETAILED DESCRIPTION

[0045] The following will be combined with the drawings in the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0046] An embodiment of the present invention provides a method for processing remote video virtual services, which is described in detail below.

[0047] Example 1

[0048] See also Figure 1 , choose a conspicuous location in the business hall, install hardware equipment such as high-speed scanners, scanners, identity recognition systems and stamp machines, configure multi-touch screens to ensure customer-friendly interfaces and easy operation, and integrate wireless communication modules to ensure that the equipment can exchange data with the central server in real time;

[0049] Set up a dedicated server and install client software to ensure data interaction with the existing marketing business system, develop new business interfaces, including new installation and capacity increase, electricity consumption change business, business expansion and full business processing, progress inquiry and other new functions, conduct system integration testing to ensure seamless connection between the new system and the existing business process;

[0050] Integrate technologies such as electronic signature encryption, vein recognition, and Bluetooth digital authentication and signature into the business processing process, design a self-service payment system to achieve comprehensive processing of all businesses such as payment, inquiry, and electricity usage, and provide technical training to staff to ensure that they can operate the new system proficiently;

[0051] Develop intelligent routing algorithms to automatically match customers to the most appropriate remote video service personnel based on customer type and level, and provide multi-language support to meet the needs of different customers, especially non-Chinese speaking customers;

[0052] Using the network audio and video interactive platform, setting up ultra-high-definition cameras, initiating requests through the video communication server, realizing voice and video communication between customers and remote agents, and providing professional training for remote agents to ensure that they can provide high-quality customer service;

[0053] Develop auxiliary functions such as automatic trigger collection, three-dimensional monitoring, environmental identification, alarm recording, etc. to achieve 7*24 hours all-round monitoring of equipment outlets; set up security protocols to ensure the security and privacy of all monitoring data.

[0054] Example 2

[0055] Integrate printing and automatic stamping functions; develop the printing function of the marketing system information terminal to realize the printing and automatic stamping of paper contents such as power supply plans, contracts, electricity bill details, etc., and customize the stamping machine to ensure clear and smooth printing and stamping. The stamping position and quantity can be set according to needs.

[0056] Example 3

[0057] Development and docking of operating systems: Develop user-friendly operating systems to guide users to complete business processing, achieve seamless docking with existing power business systems, and ensure data consistency and accuracy;

[0058] The system structure of the self-service payment terminal is designed to be divided into a three-layer architecture of presentation layer, application layer and service layer, so as to realize the integration of various business platforms and the self-service terminal at the presentation level; the system structure of the self-service payment terminal is divided into a three-layer architecture of presentation layer, application layer and service layer. The presentation layer is responsible for providing content display and page integration of the self-service terminal, and uniformly presents it in the form of four major categories of business; the application layer is the business processing logic platform of the self-service terminal, and realizes different business applications by calling the service layer; the service layer provides basic services for the self-service terminal, including unified monitoring management, terminal intelligent upgrade management, authority management, terminal management, log management, content publishing management, account management, business module management, query statistics, so as to realize the integration of various business platforms and the self-service terminal at the presentation level.

[0059] Example 4

[0060] Define a variable A, which is the sum of the waiting time of VIP customers and ordinary customers. To minimize the total expected waiting time of VIP customers while taking the waiting time of ordinary customers into consideration, build the following model:

[0061]

[0062] Where N is the number of counters, j = 1, 2, 3...N, λ1(t) is the number of VIP customers arriving during period t, λ2(t) is the number of ordinary customers arriving during period t, W 1j(t) is the expected waiting time of a VIP customer at time t at the jth counter, W 2j (t) is the expected waiting time of an average customer at time t at the jth counter, x 1j is the decision variable for a VIP customer to be assigned to the jth counter at time t, x 2j is the decision variable for an ordinary customer to be assigned to the jth counter at time t, where the expected waiting time W 1j (t) and W 2j (t) can be estimated using queuing theory models;

[0063] Building a customer service matching system also includes: If there is W 1j =0 or W 2j = 0, (j = 1, 2, 3 ... N), define a new variable Z, Z is the sum of the idle time of the counter, with the goal of giving priority to the customer service with the longest idle time, and construct the following model:

[0064]

[0065] Among them, T j is the current idle time of the jth counter.

[0066] It should be noted that, since the information interaction, execution process, etc. between the units in the above-mentioned devices and systems are based on the same concept as the embodiments of the method of the present invention, the specific contents can be found in the description of the embodiments of the method of the present invention and will not be repeated here.

[0067] A person skilled in the art may understand that all or part of the steps in the various methods of the above embodiments may be completed by instructing related hardware through a program, and the program may be stored in a computer-readable storage medium, and the storage medium may include: a read-only memory (ROM), a random access memory (RAM), a disk or an optical disk, etc.

[0068] The above is a detailed introduction to a method for processing remote video virtual services provided by an embodiment of the present invention. Specific examples are used in this article to illustrate the principles and implementation methods of the present invention. The description of the above embodiments is only used to help understand the method of the present invention and its core idea. At the same time, for general technical personnel in this field, according to the idea of ​​the present invention, there will be changes in the specific implementation method and application scope. In summary, the content of this specification should not be understood as a limitation on the present invention.

Claims

1. A method for remote video virtual service processing, characterized in that: The following steps are involved: S1: Add high-speed scanner, scanner, identity recognition and stamping device on the basis of the original self-service equipment in the integrated business hall to achieve the expansion of hardware equipment; S2: Add servers and install clients to realize data interaction with the marketing business system, open interfaces for new installation and capacity increase and power consumption change, and add new functions for business expansion and progress inquiry; S3: Integrate cutting-edge technologies such as electronic signature encryption, vein recognition, and Bluetooth digital authentication and signature into the business handling process, and design a self-service payment system to achieve the integration of payment, inquiry, and electricity handling; S4: Build a customer service matching system that can intelligently route customers to remote video service personnel with different skills based on their type and level, providing real and natural face-to-face virtual interactive assistance services; S5: Adopt instant messaging solutions, use the network audio and video interactive platform, set up ultra-high-definition cameras, initiate requests through the video communication server, and establish voice and video communications between customers and remote agents to achieve panoramic and real-time transmission of audio and video information; S6: Develop auxiliary functions such as automatic triggering and acquisition, stereoscopic monitoring, environmental identification, and alarm recording to achieve 24 / 7 all-round monitoring of equipment outlets, and automatically identify and alarm when abnormalities occur in cameras or indoor and outdoor outlets.

2. A method for remote video virtual service processing according to claim 1, characterized in that: The method for using the remote virtual counter also includes: through the development of the marketing system information terminal printing function, the power supply plan, contract, electricity bill details paper content printing and automatic stamping are realized. The stamping machine and the printer are highly integrated, the printing and stamping are clear and smooth, and the stamping position and quantity can be set according to needs.

3. A method for remote video virtual service processing according to claim 1, characterized in that: The hardware device expansion in S1 also includes: Configure a multi-touch screen to provide a user interaction interface; Integrate wireless communication module to support long-distance data transmission.

4. A method for remote video virtual service processing according to claim 1, characterized in that: The software development extensions in S2 also include: Develop a user-friendly operating system to guide users in completing business transactions; Achieve seamless integration with existing power business systems to ensure data consistency and accuracy.

5. The method for remote video virtual service processing according to claim 1, characterized in that: The S3 also includes: Provide electronic signature and digital certificate services to ensure the legal validity of business transactions; Provide real-time feedback and guidance during business handling to improve user experience; Use near-infrared scanning to scan the vein image 2 meters below the subcutaneous tissue of the palm for palm vein recognition; The operation screen is integrated with an electronic signature board, and the handwritten signature is encrypted electronically and integrated into the signed document to prevent copying.

6. A method for remote video virtual service processing according to claim 1, characterized in that: The self-service payment system in S3 includes: the system structure of the self-service payment terminal is divided into a three-layer architecture of presentation layer, application layer and service layer. The presentation layer is responsible for providing content display and page integration for the self-service terminal, and uniformly presenting it in the form of four major categories of business; the application layer is the business processing logic platform of the self-service terminal, and realizes different business applications by calling the service layer; the service layer provides basic services for the self-service terminal, including unified monitoring management, terminal intelligent upgrade management, authority management, terminal management, log management, content publishing management, account management, business module management, query statistics, so as to realize the integration of various business platforms and the self-service terminal at the presentation level.

7. A method for remote video virtual service processing according to claim 1, characterized in that: The implementation of the remote video assistance function in the S5 also includes: Intelligently route to remote video service personnel with different skills based on customer type and level; Provide multi-language support to meet the needs of different customers.

8. The method for remote video virtual service processing according to claim 1, characterized in that: The auxiliary function implementation in S6 also includes: Realize real-time monitoring and analysis of customer operation behaviors to optimize business processes; Provide remote fault diagnosis and maintenance support to ensure stable operation of the system.

9. A method for remote video virtual service processing according to claim 1, characterized in that: The construction of the customer service matching system in S4 includes: defining a variable A, where A is the sum of the waiting time of VIP customers and ordinary customers, with the goal of minimizing the total expected waiting time of VIP customers while taking the waiting time of ordinary customers into consideration, and constructing the following model: Where N is the number of counters, j = 1, 2, 3...N, λ1(t) is the number of VIP customers arriving during period t, λ2(t) is the number of ordinary customers arriving during period t, W 1j (t) is the expected waiting time of a VIP customer at time t at the jth counter, W 2j (t) is the expected waiting time of an average customer at time t at the jth counter, x 1j is the decision variable for a VIP customer to be assigned to the jth counter at time t, x 2j is the decision variable for an ordinary customer to be assigned to the jth counter at time t, where the expected waiting time W 1j (t) and W 2j (t) can be estimated using queuing theory models.

10. A method for remote video virtual service processing according to claim 8, characterized in that: The construction of the customer service matching system in S4 further includes: if there is W 1j =0 or W 2j = 0, (j = 1, 2, 3 ... N), define a new variable Z, Z is the sum of the idle time of the counter, with the goal of giving priority to the customer service with the longest idle time, and construct the following model: Among them, T j is the current idle time of the jth counter.

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