A blockchain-encrypted end-to-end customer service traceability management system

Abstract

This invention provides a blockchain-encrypted customer service end-to-end traceability management system, belonging to the field of information management; it solves the problem of complex information management; specifically as follows: Information collection module: acquires customer information, and based on this, collects information generated during the customer service process to obtain service information; Information processing module: preprocesses customer and service information, and provides a structured representation of the customer and service information; Encrypted storage module: encrypts customer information, maps service information directly associated with the customer using an encrypted hash function to obtain hash values, constructs logical addresses using these hash values, and connects the service information; Information traceability module: anchors standardized data packets to service operation records using hash values; and detects service information using hash values. This invention reduces the difficulty of information management by using chained storage of service information.

Description

Technical Field

[0001] This invention relates to a blockchain-encrypted customer service end-to-end traceability management system, which falls under the field of information management. Background Technology

[0002] The existing customer service end-to-end traceability management system has the following shortcomings:

[0003] Insufficient data integration capabilities: The system may not be able to effectively integrate customer data from different channels (such as telephone, email, social media, online customer service, etc.), resulting in information silos and affecting service efficiency and customer experience.

[0004] Incomplete process traceability: Only key nodes are recorded, lacking end-to-end full-process data (such as the customer's behavior path before consultation and work order transfer details); it is difficult to conduct detailed and specific traceability of the entire customer service process.

[0005] Security and compliance risks: Sensitive data (such as customer ID numbers and call recordings) were not anonymized, which does not comply with the requirements of the Personal Information Protection Law of the People's Republic of China; there are data security issues with information generated during the service process, and data security needs to be strengthened. Summary of the Invention

[0006] In view of the shortcomings of existing technologies, the purpose of this invention is to provide a blockchain-encrypted customer service end-to-end traceability management system, which aims to solve the problem of complex information management.

[0007] To achieve the above objectives, the present invention provides a blockchain-encrypted customer service end-to-end traceability management system, characterized in that the management system comprises:

[0008] Information collection module: Acquires customer information and, based on this information, collects information generated during the customer service process to obtain service information;

[0009] Information processing module: performs preprocessing operations on customer information and service information, extracts text from customer information to obtain customer information text, extracts text from service information to obtain service information text, cleans the customer information text and service information text to obtain cleaned text, performs structured representation of customer information and service information based on the cleaned text, and produces standardized data packets that meet blockchain storage specifications.

[0010] Encrypted storage module: Combines standardized data packets to encrypt customer information, replaces customer information with encrypted data, uses it as customer retrieval conditions, maps service information directly associated with the customer using an encrypted hash function to obtain hash values, stores the hash values, constructs logical addresses using the hash values, and connects to service information using the logical addresses;

[0011] Information tracing module: It anchors standardized data packets to service operation records through hash values; when a tracing request is initiated, it uses customer information as the initial node to traverse the service information and uses hash values ​​to check the service information to ensure the integrity of the service information.

[0012] Furthermore, text extraction is performed on customer and service information, as follows:

[0013] Obtain customer information, identify and extract relevant customer information, and save the relevant customer information as text to obtain customer information text;

[0014] Obtain service information, determine the service information format, and extract the service information according to the format:

[0015] If the service information is an audio file, perform speech recognition on the audio, save and record the recognized file to obtain the service information text;

[0016] If the service information file is a text file, the service information will be saved directly to obtain the service information text file.

[0017] Furthermore, text cleaning was performed on the customer information text and service information text, as follows:

[0018] Remove emojis: Obtain the Unicode encoding bq1 of the first emoji in the computer, obtain the Unicode encoding bq2 of the last emoji in the computer, and obtain the encoding range BQJ of the emoji according to the encoding range [bq1, bq2]; convert the customer information text and service information text into character encoding, count the number of character encodings bm, and denote the character encodings as ZF(1), ZF(2), ..., ZF(bm). If the character encodings ZF(1), ZF(2), ..., ZF(bm) ∈ BQJ, then replace the character encodings with null.

[0019] Remove format tags: Obtain the type z of the format tags and denote them as gs1, gs2, ..., gsz; construct a format list, populate the format list with the format tags gs1, gs2, ..., gsz as list elements; match the customer information text and service information text with gs1, gs2, ..., gsz according to the format list, and delete the corresponding content of gs1, gs2, ..., gsz in the customer information text and service information text, thus completing the cleaning of the format list.

[0020] Furthermore, the customer information will be replaced as follows:

[0021] The system retrieves customer information from a standardized information package, encrypts the customer information using a hash function to obtain an encrypted value, uses the encrypted value as the customer's identification information, replaces the original customer information, deletes the original customer information, and distributes the identification information to the customer and the cloud database for storage. Service information directly associated with the customer is directly linked to the identification information through a linked list structure. The system then processes the service information directly associated with the customer.

[0022] Furthermore, service information directly related to customers is processed as follows:

[0023] Obtain service information directly related to customers, retrieve the number of services cs, and obtain the timestamp t(i) for each service based on the number of services;

[0024] Extract the service information fw(i) for each service, sort it by the timestamp t(i) of each service, and obtain the service information fw(1), fw(2), ..., fw(cw); then concatenate the service information.

[0025] Based on the service information after connection, the hash mapping of the previous service information is used to save the next service information. At the same time, the hash mapping of the previous service information is used as part of the next service information when saving. When service information is tampered with, the judgment is made by comparing the hash mapping results of the previous service information and the next service information.

[0026] If the hash mapping result matches, the service information is determined to be correct, and the next service information is then evaluated.

[0027] If the hash mapping result is inconsistent, the service information is changed;

[0028] The system acquires information about the service personnel for each service, encrypts the service information based on the personnel and customer information, and grants both the personnel and customers the authority to decrypt the service information. The service information is then distributed and stored among the personnel, customers, and a cloud database.

[0029] Furthermore, the service information is linked, as follows:

[0030] Connect the first service information fw(1) with the identification information, construct a logical address through the identification information, and point the logical address to the first service information fw(1).

[0031] The identification information and the first service information fw(1) are treated as a whole, where the identification information is the head node and the first service information fw(1) is the content node. The head node and the content node are mapped using a cryptographic hash function to obtain the hash value hx1.

[0032] ;

[0033] Where: hash() refers to mapping the data within the parentheses;

[0034] After saving the hash value to the content node, it will be used as the tail node wj1;

[0035] Use the tail node as an address pointer to create a storage space, and access the storage space through the address pointer; under this address, use the tail node wj1 as the head node tj2 of the second service information, encrypt and save the second service information to obtain the content node nr2 of the second service information, encrypt the head node tj2 and the content node nr2 of the second service information as a whole, and map them through the encryption hash function to obtain the hash value hx2;

[0036] ;

[0037] Based on the hash value hx2, the tail node wj2 of the second service information is obtained;

[0038] Similarly, the information of each service (cs) is mapped.

[0039] ;

[0040] Where: hx(cs) refers to the hash value of the cs-th service information, tj(cs) refers to the head node of the cs-th service information, and nr(cs) refers to the content node of the cs-th service information.

[0041] Furthermore, the mapping is performed using a cryptographic hash function, as follows:

[0042] The identification information and the initial service information are converted into a format that can be processed by a hash function; the content encoding is then obtained, and a hash calculation is performed on the content encoding.

[0043] hash_value = hashlib.sha256(data_bytes).hexdigest();

[0044] Obtain the hash value.

[0045] Furthermore, the service information is encrypted, as follows:

[0046] For each service information fw(i), generate a digital signature σ_i=Sign(sk_worker, H(fw(i)||t(i))) based on the service worker, and append the signature to the original service information to form an enhanced data unit DataUnit_i=fw(i)||t(i)||σ_i; obtain the customer's public key, perform asymmetric encryption on the enhanced data unit, generate a ciphertext block, and ensure that only the designated customer can decrypt and verify the original service content.

[0047] Furthermore, the service information is traversed, as follows:

[0048] When tracing is required, the cloud database is traversed to obtain customer information. The customer information is then mapped using an encrypted hash function. The mapping result is compared with the identification information in the cloud database. When the mapping result matches the identification information, the customer's service information is extracted.

[0049] The service information corresponding to the customer is obtained through a chain structure, and each node in the chain structure is checked iteratively:

[0050] The hash value of each service message is checked:

[0051] When a hash value mismatch is detected, an information alert is automatically triggered, an exception event log with a timestamp is generated, and the service supervisor is notified simultaneously. The service information is then stored and managed.

[0052] Furthermore, service information is managed as follows:

[0053] Access control is implemented for service information, with dynamic access control. Service personnel can only decrypt the business segments they handle, and customers hold segmented decryption keys. A key rotation mechanism controlled by smart contracts is deployed to automatically update access credentials, and historical data decryption requires a multi-party collaborative approval process on the blockchain.

[0054] Data synchronization is performed, and a Byzantine fault tolerance threshold is set. Once more than 2 / 3 of the nodes confirm the data, it is written to immutable memory. An edge computing gateway is deployed to cache offline operations and perform batch transaction commits and hash chain reconstruction after the network is restored.

[0055] Compared with the prior art, the beneficial effects of the present invention are:

[0056] Multi-dimensional data integration: Based on the data source of service information, the data format is converted, multi-dimensional service information is integrated, and the service information is comprehensively stored to prevent information omissions and damage to customer rights.

[0057] Comprehensive traceability process: Detailed analysis of the entire customer service process, storage of service information, and comprehensive, structured storage of service information using a chain-like structure; providing sequential and convenient traceability paths, greatly simplifying traceability costs.

[0058] Enhance data security: Irreversibly encrypt customer information, match customers using encrypted data to prevent information leakage, map service information using encrypted hash functions to link service information to prevent tampering, and implement access control over the content of service information to ensure data security. Attached Figure Description

[0059] Other features, objects, and advantages of the invention will become more apparent from the following detailed description of non-limiting embodiments with reference to the accompanying drawings:

[0060] Figure 1 This is a schematic diagram of the system of the present invention;

[0061] Figure 2 This is the encryption mapping diagram of the present invention;

[0062] Figure 3 This is a chain structure diagram of the present invention. Detailed Implementation

[0063] To make the above-mentioned objects, features and advantages of the present invention more apparent and understandable, the present invention will be further described in detail below with reference to the accompanying drawings and specific embodiments.

[0064] Example 1

[0065] Please see Figure 1 A blockchain-encrypted customer service end-to-end traceability management system includes: an information collection module, an information processing module, an encrypted storage module, an information traceability module, and a cloud database;

[0066] Information collection module: Acquires customer information and, based on this information, collects information generated during the customer service process to obtain service information;

[0067] It should be noted that: customer information refers to information that can uniquely identify a customer, and is used to store different customers separately when storing information to prevent storage confusion; service information refers to audio, text, and image information generated by customer service personnel during the service process with customers.

[0068] Information processing module: performs preprocessing operations on customer information and service information, extracts text from customer information to obtain customer information text, extracts text from service information to obtain service information text, cleans the customer information text and service information text to obtain cleaned text, and performs structured representation of customer information and service information based on the cleaned text to generate standardized data packets that meet blockchain storage specifications;

[0069] It should be noted that the blockchain storage specification is an important guideline for ensuring the security, integrity, and compliance of data in a blockchain system, covering multiple dimensions such as technical implementation, data management, privacy protection, and regulatory compliance.

[0070] The standardized data package for blockchain storage specifications is as follows:

[0071] {

[0072] "header": {

[0073] "schema_version": "1.2", / / Canonical version number

[0074] "data_hash": "0x3a7bd3e2...", / / Data content hash (SHA3-256)

[0075] "encryption_type": "AES-256-GCM", / / Encryption algorithm identifier

[0076] "timestamp": 1718380800, / / UTC timestamp (seconds)

[0077] "blockchain_txid": "0x7f9e1..." / / Blockchain transaction ID (to be filled in after notarization)

[0078] },

[0079] "payload": {

[0080] "structured_data": { / / Structured data (JSON Schema validation)

[0081] "customer_id": "ENC(AES:U2FsdGVkX1...)",

[0082] "transaction_amount": 1500.00,

[0083] "currency": "USD"

[0084] },

[0085] "semantic_annotations": [ / / Semantic annotation results]

[0086] {"entity": "IBM", "type": "ORG", "confidence": 0.98},

[0087] {"event": "merger", "trigger": "acquire"}

[0088] ],

[0089] "raw_data_hash": "0x2a3d4..." / / Raw data hash (off-chain evidence)

[0090] },

[0091] "proof": {

[0092] "previous_hash": "0x2a3d4...", / / Previous block hash (chain structure)

[0093] "merkle_root": "0x5b6c7..." / / Merkle root hash (fragment verification)

[0094] }

[0095] }

[0096] Obtain customer information by using NLP technology to identify and extract relevant customer information, and save the relevant customer information as text to obtain customer information text.

[0097] Obtain service information, determine the service information format, and extract the service information according to the format:

[0098] If the service information is an audio file, perform speech recognition on the audio, save and record the recognized file to obtain the service information text;

[0099] If the service information file is a text file, the service information will be saved directly to obtain the service information text file;

[0100] Text cleaning was performed on customer information and service information texts, as follows:

[0101] Remove emojis: Obtain the Unicode encoding bq1 of the first emoji in the computer, obtain the Unicode encoding bq2 of the last emoji in the computer, and obtain the encoding range BQJ of the emoji according to the encoding range [bq1, bq2]; convert the customer information text and service information text into character encoding, count the number of character encodings bm, and denote the character encodings as ZF(1), ZF(2), ..., ZF(bm). If the character encodings ZF(1), ZF(2), ..., ZF(bm) ∈ BQJ, then replace the character encodings with null.

[0102] Specifically as follows:

[0103] Create an array cleaned_text based on the character encodings ZF(1), ZF(2), ..., ZF(bm).

[0104] cleaned_text = [ZF(1), ZF(2),…,ZF(bm)]

[0105] Iterate through the array:

[0106] for char in text:

[0107] When it is determined that the traversed element char belongs to an emoji, it is set to null;

[0108] if is_emoji(char):

[0109] cleaned_text.append("null")

[0110] else:

[0111] cleaned_text.append(char)

[0112] It should be noted that emojis have a specific range in Unicode encoding (such as U+1F600 to U+1F64F). Deleting the encoding within this range will complete the deletion of the emoji.

[0113] Remove format tags: Obtain the type z of the format tags and denote them as gs1, gs2, ..., gsz; construct a format list, populate the format list with the format tags gs1, gs2, ..., gsz as list elements; match the customer information text and service information text with gs1, gs2, ..., gsz according to the format list, and delete the content corresponding to gs1, gs2, ..., gsz in the customer information text and service information text, thus completing the cleaning of the format list;

[0114] The customer and service information is structured based on the cleaned text, generating standardized data packets that meet blockchain storage specifications, and then uploaded to a cloud database for storage.

[0115] Encrypted storage module: Based on standardized data packets, it encrypts customer information, replaces customer information with encrypted data, uses it as customer retrieval conditions, processes service information directly associated with customers, maps service information using an encrypted hash function to obtain hash values, stores hash values, constructs logical addresses using hash values, and connects service information through logical addresses.

[0116] Please see Figure 2 The system retrieves customer information from a standardized information package, encrypts the information using a hash function to obtain an encrypted value, uses this encrypted value as the customer's identifier, replaces the original customer information, and simultaneously deletes the original customer information. The identifier is then distributed to both the customer and a cloud database for storage. Service information directly associated with the customer is directly linked to the identifier using a linked list structure. The system then processes this service information, as detailed below:

[0117] Obtain service information directly related to customers, retrieve the number of services cs, and obtain the timestamp t(i) for each service based on the number of services;

[0118] Extract the service information fw(i) for each service, sort it by the timestamp t(i) of each service, and obtain the service information fw(1), fw(2), ..., fw(cw); then concatenate the service information.

[0119] Please see Figure 3 ; Connect the first service information fw(1) with the identification information, construct a logical address through the identification information, and point the logical address to the first service information fw(1);

[0120] The identification information and the first service information fw(1) are treated as a whole, where the identification information is the head node and the first service information fw(1) is the content node. The head node and the content node are mapped by an encrypted hash function to obtain the hash value hx1.

[0121] ;

[0122] It should be noted that hash() maps the data within the parentheses;

[0123] After saving the hash value to the content node, it will be used as the tail node wj1;

[0124] Deep encryption is applied to the information within the content nodes, as follows:

[0125] Obtain the timestamp of the service information in the content node; obtain the customer and service personnel identification information in the service information, denoted as khb and fwb respectively; encrypt the service information in the content node using the timestamp to generate key my1; encrypt key my1 with khb and fwb respectively to obtain my2 and my3; distribute my2 to users and my3 to service personnel, who can use keys my2 and my3; obtain key my1 and retrieve the service content based on key my1;

[0126] It should be noted that a cryptographic hash function is a core tool in cryptography. It maps data of arbitrary length to a hash value of fixed length, satisfying security characteristics such as collision resistance, resistance to pre-mapping attacks, and avalanche effect.

[0127] The mapping using a cryptographic hash function is as follows:

[0128] The identification information and the initial service information are converted into a format that can be processed by a hash function; the content encoding is obtained, and the content encoding is hashed using SHA-256, hash_value = hashlib.sha256(data_bytes).hexdigest(); the hash value is obtained.

[0129] Use the tail node as an address pointer to create a storage space, and access the storage space through the address pointer; under this address, use the tail node wj1 as the head node tj2 of the second service information, encrypt and save the second service information to obtain the content node nr2 of the second service information, encrypt the head node tj2 and the content node nr2 of the second service information as a whole, and map them through the encryption hash function to obtain the hash value hx2;

[0130] ;

[0131] It should be noted that: the header node tj2 of the second service information is the hash encrypted value of the previous stored information. The hash encrypted value is used as the encryption and is used to encrypt the service information as a whole. The immutability of the hash ensures the security of the service process; additional encryption of the content ensures data security.

[0132] Based on the hash value hx2, the tail node wj2 of the second service information is obtained;

[0133] Similarly, the information of each service (cs) is mapped.

[0134] ;

[0135] It should be noted that: hx(cs) refers to the hash value of the cs-th service information, tj(cs) refers to the head node of the cs-th service information, and nr(cs) refers to the content node of the cs-th service information;

[0136] Based on the service information after connection, the hash mapping of the previous service information is used to save the next service information. At the same time, the hash mapping of the previous service information is used as part of the next service information when saving. If the service information is tampered with, the judgment is made by comparing the hash mapping results of the previous and next service information.

[0137] If the hash mapping result matches, the service information is determined to be correct, and the next service information is then evaluated.

[0138] If the hash mapping result is inconsistent, the service information is changed;

[0139] The service personnel for each service information are obtained. Based on the service personnel and customer information, the service information is encrypted. Service personnel and customers have the authority to decrypt the service information. The service information is then distributed and stored among service personnel, customers, and the cloud database.

[0140] The system employs a layered encryption mechanism to encapsulate service metadata. For each service information fw(i), a digital signature σ_i=Sign(sk_worker, H(fw(i)||t(i))) is generated based on the service worker's private key, and this signature is appended to the original service record to form an enhanced data unit DataUnit_i=fw(i)||t(i)||σ_i. Subsequently, asymmetric encryption is performed using the client's public key to generate a ciphertext block, ensuring that only the designated client can decrypt and verify the original service content.

[0141] Information tracing module: It anchors standardized data packets to service information through hash values; when a tracing request is initiated, it uses customer information as the initial node to traverse the service information and uses hash values ​​to check the service information to ensure the integrity of the service information;

[0142] When tracing is required, the cloud database is traversed to obtain customer information. The customer information is then mapped using an encrypted hash function. The mapping result is compared with the identification information in the cloud database. When the mapping result matches the identification information, the customer's service information is extracted.

[0143] The service information corresponding to the customer is obtained through a chain structure, and each node in the chain structure is checked iteratively:

[0144] The hash value of each service message is checked:

[0145] When a hash value mismatch is detected, an information alert is automatically triggered, an exception event log with a timestamp is generated, and the service supervisor is notified simultaneously. The service information is then stored and managed.

[0146] Access control is implemented for service information, with dynamic access control based on national cryptographic algorithms. Service personnel can only decrypt the business segments they handle, and customers hold segmented decryption keys. A key rotation mechanism controlled by smart contracts is deployed, which automatically updates access credentials every 72 hours. Decryption of historical data requires a multi-party collaborative approval process on the blockchain.

[0147] Data synchronization is performed using an improved RAFT consensus algorithm for cross-cloud synchronization, with a Byzantine fault tolerance threshold set. Data is written to immutable memory only after more than two-thirds of the nodes have confirmed the data. An edge computing gateway is deployed to cache offline operations, performing batch transaction commits and hash chain reconstruction after network recovery.

[0148] The above formulas are all dimensionless calculations. The formulas are derived from software simulations using a large amount of collected data to obtain the most recent real-world results. The preset parameters in the formulas are set by those skilled in the art according to the actual situation. For example, there are weighting coefficients and proportional coefficients. The values ​​set are to quantify each parameter to obtain a specific value, which is convenient for subsequent comparison. The values ​​of the weighting coefficients and proportional coefficients are only required to not affect the proportional relationship between the parameters and the quantified values.

[0149] Finally, it should be noted that the above-described embodiments are merely specific implementations of the present invention, used to illustrate the technical solutions of the present invention, and not to limit it. The scope of protection of the present invention is not limited thereto. Although the present invention has been described in detail with reference to the foregoing embodiments, those skilled in the art should understand that any person skilled in the art can still modify or easily conceive of changes to the technical solutions described in the foregoing embodiments within the technical scope disclosed in the present invention, or make equivalent substitutions for some of the technical features; and these modifications, changes, or substitutions do not cause the essence of the corresponding technical solutions to deviate from the spirit and scope of the technical solutions of the embodiments of the present invention, and should all be covered within the scope of protection of the present invention. Therefore, the scope of protection of the present invention should be determined by the scope of the claims.

Claims

1. A blockchain-encrypted customer service end-to-end traceability management system, characterized in that, The management system includes: Information collection module: Acquires customer information and, based on this information, collects information generated during the customer service process to obtain service information; Information processing module: performs preprocessing operations on customer information and service information, extracts text from customer information to obtain customer information text, extracts text from service information to obtain service information text, cleans the customer information text and service information text to obtain cleaned text, and performs structured representation of customer information and service information based on the cleaned text to produce standardized data packets that meet blockchain storage specifications. Encrypted storage module: Combines standardized data packets to encrypt customer information, replaces customer information with encrypted data, uses it as customer retrieval conditions, maps service information directly associated with the customer using an encrypted hash function to obtain hash values, stores the hash values, constructs logical addresses using the hash values, and connects to service information using the logical addresses; Information tracing module: It anchors standardized data packets to service operation records through hash values; when a tracing request is initiated, it uses customer information as the initial node to traverse the service information and uses hash values ​​to check the service information to ensure the integrity of the service information; Replace the customer information as follows: The system retrieves customer information from a standardized information package, encrypts the customer information using a hash function to obtain an encrypted value, uses the encrypted value as the customer's identification information, replaces the original customer information, deletes the original customer information, and distributes the identification information to the customer and stores it in the cloud database. Service information directly associated with the customer is directly linked to the identification information using a linked list structure. The system then processes the service information directly associated with the customer. The service information directly related to customers will be processed as follows: Obtain service information directly related to customers, retrieve the number of services cs, and obtain the timestamp t(i) for each service based on the number of services; Extract the service information fw(i) for each service, sort it with the timestamp t(i) of each service, and obtain the service information fw(1), fw(2), ..., fw(cw); then concatenate the service information. Based on the service information after connection, the hash mapping of the previous service information is used to save the next service information. At the same time, the hash mapping of the previous service information is used as part of the next service information when saving. When service information is tampered with, the judgment is made by comparing the hash mapping results of the previous service information and the next service information. If the hash mapping result matches, the service information is determined to be correct, and the next service information is then evaluated. If the hash mapping result is inconsistent, the service information is changed; The system acquires information about the service personnel for each service, encrypts the service information based on the personnel and customer information, and grants both the personnel and customers the authority to decrypt the service information. The service information is then distributed and stored among the personnel, customers, and a cloud database.

2. The blockchain-encrypted customer service end-to-end traceability management system according to claim 1, characterized in that, The customer and service information was extracted from the text, as follows: Obtain customer information, identify and extract relevant customer information, and save the relevant customer information as text to obtain customer information text; Obtain service information, determine the service information format, and extract the service information according to the format: If the service information is an audio file, perform speech recognition on the audio, save and record the recognized file to obtain the service information text; If the service information file is a text file, the service information will be saved directly to obtain the service information text file.

3. The blockchain-encrypted customer service end-to-end traceability management system according to claim 1, characterized in that, Text cleaning was performed on customer information and service information texts, as follows: Remove emojis: Get the Unicode encoding of the first emoji in the computer as bq1, get the Unicode encoding of the last emoji in the computer as bq2, and get the encoding range of the emoji as BQJ based on the encoding range of the emoji [bq1, bq2]. Convert customer information text and service information text into character encoding, count the number of character encodings bm, and denote the character encodings as ZF(1), ZF(2), ..., ZF(bm). If the character encodings ZF(1), ZF(2), ..., ZF(bm) ∈ BQJ, then replace the character encodings with null. Remove format tags: Obtain the type z of the format tags and denote them as gs1, gs2, ..., gsz; construct a format list, populate the format list with the format tags gs1, gs2, ..., gsz as list elements; match the customer information text and service information text with gs1, gs2, ..., gsz according to the format list, and delete the corresponding content of gs1, gs2, ..., gsz in the customer information text and service information text, thus completing the cleaning of the format list.

4. The blockchain-encrypted customer service end-to-end traceability management system according to claim 1, characterized in that, The service information is linked as follows: Connect the first service information fw(1) with the identification information, construct a logical address through the identification information, and point the logical address to the first service information fw(1). The identification information and the first service information fw(1) are treated as a whole, where the identification information is the head node and the first service information fw(1) is the content node. The head node and the content node are mapped using a cryptographic hash function to obtain the hash value hx1. ； Where: hash() refers to mapping the data within the parentheses; After saving the hash value to the content node, it will be used as the tail node wj1; Use the tail node as an address pointer to create a storage space, and access the storage space through the address pointer; under this address, use the tail node wj1 as the head node tj2 of the second service information, encrypt and save the second service information to obtain the content node nr2 of the second service information, encrypt the head node tj2 and the content node nr2 of the second service information as a whole, and map them through the encryption hash function to obtain the hash value hx2; ； Based on the hash value hx2, the tail node wj2 of the second service information is obtained; Similarly, the information of each service (cs) is mapped. ； Where: hx(cs) refers to the hash value of the cs-th service information, tj(cs) refers to the head node of the cs-th service information, and nr(cs) refers to the content node of the cs-th service information.

5. The blockchain-encrypted customer service end-to-end traceability management system according to claim 4, characterized in that, The mapping is performed using a cryptographic hash function, as follows: The identification information and the initial service information are converted into a format that can be processed by a hash function; the content encoding is then obtained, and a hash calculation is performed on the content encoding.

6. The blockchain-encrypted customer service end-to-end traceability management system according to claim 1, characterized in that, The service information is encrypted as follows: For each service information fw(i), generate a digital signature σ_i based on the service personnel, and attach the signature to the original service information to form an enhanced data unit DataUnit_i=fw(i)||t(i)||σ_i; obtain the customer's public key, perform asymmetric encryption on the enhanced data unit, generate a ciphertext block, and ensure that only the designated customer can decrypt and verify the original service content.

7. The blockchain-encrypted customer service end-to-end traceability management system according to claim 1, characterized in that, The service information is iterated through as follows: When tracing is required, the cloud database is traversed to obtain customer information. The customer information is then mapped using an encrypted hash function. The mapping result is compared with the identification information in the cloud database. When the mapping result matches the identification information, the customer's service information is extracted. The service information corresponding to the customer is obtained through a chain structure, and each node in the chain structure is checked iteratively: The hash value of each service message is checked: When a hash value mismatch is detected, an information alert is automatically triggered, an exception event log with a timestamp is generated, and the service supervisor is notified simultaneously. The service information is then stored and managed.

8. The blockchain-encrypted customer service end-to-end traceability management system according to claim 7, characterized in that, The service information is managed as follows: Access control is implemented for service information, with dynamic access control. Service personnel can only decrypt the business segments they handle, and customers hold segmented decryption keys. A key rotation mechanism controlled by smart contracts is deployed to automatically update access credentials, and historical data decryption requires a multi-party collaborative approval process on the blockchain. Data synchronization is performed, and a Byzantine fault tolerance threshold is set. Once more than 2 / 3 of the nodes confirm the data, it is written to immutable memory. Deploy an edge computing gateway to cache offline operations and perform batch transaction commits and hash chain reconstruction after the network is restored.

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