Bank online and offline channel fusion method, device, system and program product

Abstract

The invention relates to a bank online and offline channel fusion method, device and system and a program product. The method comprises the following steps: receiving a reservation request sent by an online channel, and carrying out risk verification on the reservation request; under the condition that the verification is passed, according to the reservation request, calling a corresponding queuing machine assembly to perform remote reservation number taking; determining that the target service needs to be pre-filled based on the reservation request, and sending a voucher generation request to a unified voucher library; in response to the received electronic certificate file fed back by the unified certificate library, calling the unified communication component to send the electronic certificate file to the client, and sending a reservation success message to the online channel; receiving a service handling completion notice from the bank service component, and associating the electronic receipt information in the service handling completion notice with the reservation request to generate service handling full-cycle data; and in response to the reservation record query request, obtaining and displaying corresponding service handling full-cycle data. By adopting the method, the problems of online and offline flow breakage and data blockage can be solved.

Description

TECHNICAL FIELD

[0001] The present application relates to the technical field of bank data interaction, in particular to a bank online and offline channel fusion method, a bank online and offline channel fusion device, a bank online and offline channel fusion system, a computer device, a computer readable storage medium and a computer program product. BACKGROUND

[0002] To improve the service efficiency of outlets, banks generally provide a business appointment function on online channels such as mobile banking. The existing appointment component usually has basic capabilities such as customer identity recognition, appointment quota control and information storage, aiming to guide customers to the store for handling at the appointed time. However, the existing appointment service is seriously disconnected from the actual business process of offline outlets. The online channel only plays an information registration and reminder role and fails to realize real process integration, mainly reflected in that: after the customer makes an online appointment, the customer still needs to wait in line offline; and the online and offline data and processes are isolated, and a complete service closed loop cannot be formed, for example, for paper document filling type business, the customer still needs to fill in paper documents on site at the outlet, and the information provided during online appointment cannot be reused; and after handling, the online channel can only display the completed state, and key electronic receipts and business vouchers cannot be inquired and obtained online, the service chain is interrupted, and it is difficult to build a full-process visual customer journey. SUMMARY

[0003] Therefore, it is necessary to provide a bank online and offline channel fusion method, a bank online and offline channel fusion device, a bank online and offline channel fusion system, a computer device, a computer readable storage medium and a computer program product in view of the above technical problems.

[0004] In a first aspect, the present application provides a bank online and offline channel fusion method applied to a bank appointment preprocessing component, comprising: receiving an appointment request for a target business sent by an online channel; based on the customer information carried in the appointment request, performing risk verification on the appointment request, and in the case that the verification is passed, calling a corresponding queuing machine component to remotely make an appointment and get a queuing number according to the appointment request; in the case that it is determined based on the appointment request that the target business needs to prefill a voucher, sending a corresponding voucher generation request to a unified voucher library; in response to receiving an electronic voucher file fed back by the unified voucher library based on the voucher generation request, calling a unified communication component to send the electronic voucher file to the customer and sending an appointment success message to the online channel; the appointment success message includes the queuing number and a voucher issuance prompt information; receiving a service completion notification corresponding to the appointment request from a bank service component, associating electronic receipt information in the service completion notification with the appointment request to generate service handling full-cycle data corresponding to the appointment request; in response to an appointment record query request sent by an online channel, obtaining the service handling full-cycle data corresponding to the appointment record query request and sending the service handling full-cycle data to the online channel for display.

[0005] In one of the embodiments, the appointment request carries at least an appointment time and a target site identifier; The step of invoking a corresponding queuing machine component for remote appointment number taking according to the appointment request to obtain queuing information includes: extracting the appointment time and the target site identifier from the appointment request; generating a number taking instruction containing the target site identifier and the appointment time and sending the number taking instruction to the corresponding queuing machine component; receiving queuing information returned by the queuing machine component based on the number taking instruction; the queuing information includes a queuing number and a predicted service time window calculated by the queuing machine component based on site passenger flow data and the appointment time.

[0006] In one of the embodiments, the appointment request carries at least a type identifier of the target service; The step of judging whether the target service needs to pre-fill a voucher based on the appointment request includes: extracting a type identifier of the target service from the appointment request; querying a pre-configuration database according to the type identifier; the pre-configuration database stores a mapping relationship between service types and voucher types; judging whether the target service needs to pre-fill a voucher based on the query result.

[0007] In one of the embodiments, the step of sending a corresponding voucher generation request to a unified voucher library includes: determining a voucher type corresponding to the target service based on the query result; extracting a corresponding service element from the appointment request according to the voucher type; generating a voucher generation request based on the voucher type and the service element and sending the voucher generation request to the unified voucher library, so that the unified voucher library generates an electronic voucher file corresponding to the voucher type and containing the service element.

[0008] In one of the embodiments, the appointment request and the corresponding service completion notification both encapsulate the same appointment number; The step of associating the electronic receipt information in the service completion notification with the appointment request comprises: parsing the corresponding appointment number and electronic receipt information from the service completion notification; establishing a mapping relationship between the electronic receipt information and the appointment request by taking the appointment number as a keyword.

[0009] In one embodiment, the service processing lifecycle data includes one or more of the sending record of the appointment request, the queuing information, the sending record of the electronic voucher file, and the electronic receipt information.

[0010] In a second aspect, the application also provides a bank online and offline channel fusion device, applied to a bank appointment preprocessing component, comprising: A request receiving module is configured to receive an appointment request for a target service sent by an online channel. A queuing module is configured to perform risk verification on the appointment request based on customer information carried in the appointment request, and to call a corresponding queuing machine component to remotely take a number for queuing according to the appointment request to obtain queuing information if the verification is passed. A voucher request module is configured to send a corresponding voucher generation request to a unified voucher library if it is determined based on the appointment request that the target service needs to be pre-filled with a voucher. A voucher feedback module is configured to send the electronic voucher file to a customer and send an appointment success message to the online channel in response to receiving the electronic voucher file fed back by the unified voucher library based on the voucher generation request, wherein the appointment success message includes the queuing information and a voucher issuance prompt information. A receipt association module is configured to receive a service completion notification corresponding to the appointment request from a bank service component, associate the electronic receipt information in the service completion notification with the appointment request, and generate service processing lifecycle data corresponding to the appointment request. A data query module is configured to obtain corresponding service processing lifecycle data in response to an appointment record query request sent by an online channel, and send it to the online channel for display.

[0011] In a third aspect, the embodiments of the application provide a bank online and offline channel fusion system, comprising a bank appointment preprocessing component and an online channel, a queuing machine component, a unified voucher library, a unified communication component, and a bank service component which are respectively in communication connection with the bank appointment preprocessing component; The online channel is configured to generate an appointment request for a target service by a customer and send it to the bank appointment preprocessing component. The bank reservation preprocessing component is configured to perform risk verification on the reservation request based on customer information carried in the reservation request, and in the case that the verification is passed, send a remote reservation number taking instruction to a corresponding queuing machine component according to the reservation request; and is further configured to, in the case that it is determined based on the reservation request that the target service needs to be pre-filled with a voucher, send a corresponding voucher generation request to a unified voucher library; The queuing machine component is configured to perform remote reservation number taking in response to the remote reservation number taking instruction and return queuing information to the bank reservation preprocessing component; The unified voucher library is configured to generate a corresponding electronic voucher file in response to the voucher generation request and return it to the bank reservation preprocessing component; The bank reservation preprocessing component is further configured to receive the electronic voucher file, call the unified communication component to send the electronic voucher file to the customer, and send a reservation success message to the online channel; the reservation success message includes the queuing information and a voucher issuance prompt information; The bank service component is configured to send a corresponding service completion notification to the bank reservation preprocessing component after the customer completes the service corresponding to the reservation request at the offline outlet; The bank reservation preprocessing component is further configured to receive the service completion notification, associate the electronic receipt information in the service completion notification with the reservation request to generate service handling full cycle data corresponding to the reservation request; and in response to a reservation record query request sent by the online channel, obtain the corresponding service handling full cycle data and send it to the online channel for display.

[0012] In one of the embodiments, the reservation request at least carries a reservation time and a target outlet identifier; the queuing machine component is further configured to: receive a number taking instruction from the reservation preprocessing component; the number taking instruction carries the reservation time and the target outlet identifier; based on outlet passenger flow data and the reservation time, calculate a predicted service time window and a corresponding queuing number; based on the predicted service time window and the queuing number, generate the queuing information.

[0013] In one of the embodiments, the reservation request at least carries a type identifier of the target service, and the voucher generation request at least carries a voucher type and a service element determined by the bank reservation preprocessing component based on the type identifier of the target service; the unified voucher library is further configured to: based on the voucher type, call a corresponding voucher template; filling the service elements into the voucher template to generate the electronic voucher file containing the service elements.

[0014] In a fourth aspect, an embodiment of the present application provides a computer device, comprising a memory and a processor, the memory storing a computer program, and the processor implementing the steps of the bank online and offline channel integration method when executing the computer program.

[0015] In a fifth aspect, an embodiment of the present application provides a computer program product, comprising a computer program, and the computer program implementing the steps of the bank online and offline channel integration method when executed by a processor.

[0016] In a sixth aspect, an embodiment of the present application provides a computer readable storage medium, storing a computer program, and the computer program implementing the steps of the bank online and offline channel integration method when executed by a processor.

[0017] One of the above technical solutions has the following advantages or beneficial effects: after reserving the online channel of the bank branch, the customer does not need to take a number on site when going to the bank branch to handle the business, reducing the customer's waiting time in the bank branch; at the same time, after reserving the online channel of the bank branch, the customer does not need to fill out a paper application on site when going to the bank branch to handle the business, reducing the customer's time in the bank branch; in addition, after the customer completes the business in the bank branch, the customer can check the electronic receipt of the handled business through the online channel at any time and any place, providing the customer with a full life cycle customer journey view. In summary, by taking the customer full process service as the main line, effectively coordinating the online reservation component with the queuing machine, unified communication, unified voucher library and other back-end systems, the problem of online and offline process breakage and data incompatibility is solved. BRIEF DESCRIPTION OF DRAWINGS

[0018] Figure 1 FIG. 1 is a flowchart of a bank online and offline channel integration method according to an embodiment of the present application; Figure 2 FIG. 2 is a flowchart of a bank online and offline channel integration method according to another embodiment of the present application; Figure 3 FIG. 3 is a structural block diagram of a bank online and offline channel integration device according to an embodiment of the present application; Figure 4 FIG. 4 is a structural block diagram of a bank online and offline channel integration system according to an embodiment of the present application; Figure 5 FIG. 5 is an internal structure diagram of a computer device according to an embodiment of the present application. DETAILED DESCRIPTION

[0019] In order to make the purpose, technical scheme and advantages of the present application clearer, further detailed description will be given below in combination with the drawings and examples. It should be understood that the specific examples described herein are only used to explain the present application and do not limit the present application.

[0020] Reference herein to "an embodiment" means that a particular feature, structure, or characteristic described in connection with the embodiment can be included in at least one embodiment of the application. The appearances of the phrase in various places in the specification are not necessarily all referring to the same embodiment, nor are they necessarily mutually exclusive of one another. It is expressly understood that the embodiments described herein are merely examples from among a great variety of embodiments that can be made in accordance with the present application.

[0021] It should be noted that the customer information (including but not limited to customer name, ID number, company name, registered capital, age, account status, etc.) and data (including but not limited to data for analysis, stored data, displayed data, etc.) involved in the present application are all information and data authorized by the customer or authorized by all parties, and the collection, use and processing of the relevant data need to comply with the relevant laws, regulations and standards of the relevant countries and regions.

[0022] In one embodiment, as shown in Figure 1 and Figure 2 , a bank online and offline channel integration method is provided, which is taken as an example of the bank appointment preprocessing component applied to the method. The bank appointment preprocessing component can be understood as a core background service system in an enterprise-level IT architecture, which can serve as an intelligent scheduling center for online and offline business integration. The method can specifically include the following steps: S102: receiving an appointment request for a target service sent by an online channel.

[0023] The online channel can be understood as a non-physical counter service entry provided by the bank to the customer, and its specific implementation forms can include but are not limited to mobile bank application, online bank, bank official WeChat applet, intelligent teller machine, etc. The customer can choose the target service to be handled through any of the above channels, such as private account opening, public account change, etc., and fill in the relevant information, thereby generating a structured appointment request. The request is usually sent to the bank appointment preprocessing component through a network protocol. It should be noted that the appointment request can at least encapsulate the core business elements such as customer identification, target service type identification, expected appointment time, specified target branch identification, etc.

[0024] S104: based on the customer information carried in the appointment request, performing risk verification on the appointment request, and in the case of passing the verification, calling the corresponding queuing component to perform remote appointment and number taking according to the appointment request, and obtaining the queuing information.

[0025] The risk verification of the reservation request in this step aims to ensure the safety and compliance of the business handling. The risk verification can be understood as a comprehensive security review process, which can not only include the basic identity verification, i.e., verifying the authenticity and validity of the client's identity document information by connecting to the public security system or the bank's internal client information system, but also include a more general risk assessment, the specific implementation of which can include: checking whether the client exists in the risk list library, analyzing whether the reservation behavior pattern of the client is abnormal, such as judging that the client reserves the same business at multiple outlets in a short period of time, which is determined to be abnormal; at the same time, it can also verify whether the client has the qualification to handle the target business, such as verifying the age, account status, etc. This risk verification process can be completed by calling a special risk engine interface by the bank reservation preprocessing component. Only when the verification is passed, the bank reservation preprocessing component will execute the subsequent process.

[0026] The corresponding queuing component is called to make a remote reservation and take a number. One implementation can be that the bank reservation preprocessing component calls the queuing machine system corresponding to the target outlet through an application programming interface based on the target outlet identifier and the reservation time in the reservation request, to simulate a number taking operation. The queuing machine component will allocate a specific queuing number and calculate a predicted service time window for this reservation based on the current flow data of the outlet, the already reserved queue and the business processing capacity. This scheme can make the online reservation of the client deeply integrated with the actual queuing queue of the offline outlet, and the reservation success means that the client has occupied a place in the queuing system of the outlet, which fundamentally solves the problem of still needing to queue on site after reservation.

[0027] S106: In the case where it is determined based on the reservation request that the target business needs to pre-fill the credentials, a corresponding credential generation request is sent to the unified credential library.

[0028] The pre-filled credentials can be understood as standardized documents that need to be filled in by the client in advance before the formal handling of the business, such as private account opening application forms, public account opening application forms, etc. After S104 is executed, the bank reservation preprocessing component will determine whether the business needs to pre-fill the credentials. The specific determination method can be to query a pre-configured database that stores the mapping relationship between various business types and whether pre-filled credentials or specific credential types are needed; when the bank reservation preprocessing component extracts the type identifier of the target business from the reservation request, it can automatically determine by querying the mapping relationship.

[0029] The bank appointment preprocessing component sends a corresponding credential generation request to the unified credential library, that is, for a service that requires pre-filled credentials, the bank appointment preprocessing component automatically extracts the filled service elements such as the name, ID number, company name, registered capital and the like from the appointment request of the customer, encapsulates the elements and the determined credential type into a credential generation request, and sends the credential generation request to the unified credential library to realize intelligent preprocessing of the fill-in service.

[0030] S108: In response to receiving the electronic credential file fed back by the unified credential library based on the credential generation request, the unified communication component is called to send the electronic credential file to the customer and send an appointment success message to the online channel.

[0031] In this step, after receiving the credential generation request, the unified credential library calls the corresponding prefabricated template according to the credential type, and automatically fills the service elements provided by the customer into the specified position of the template to generate an electronic credential file with a standard format and complete information. Subsequently, the bank appointment preprocessing component calls the unified communication component, which serves as a unified message gateway, to send the electronic credential file to the email address or mobile phone number reserved by the customer in the appointment in the form of an email attachment, an MMS or the like, to complete the online delivery of the credential. At the same time, the bank appointment preprocessing component returns an appointment success message to the online channel, which can include the state of successful appointment and can also integrate the queuing information obtained from the queuing machine and the credential delivery prompt information to provide clear guidance for the customer to handle the service in the store.

[0032] S110: Receiving the service handling completion notification corresponding to the appointment request from the bank service component, associating the electronic receipt information in the service handling completion notification with the appointment request to generate the service handling whole-cycle data corresponding to the appointment request.

[0033] The bank service component can be understood as a core service processing system used by a bank teller when handling a service in a physical network point. When the customer arrives at the network point at the appointment time, the teller handles the service through the bank service component, and the bank service component generates a service handling completion notification, which can include the electronic receipt information of the service, that is, the result credential of the service handling, such as a transaction receipt, an account opening success confirmation sheet and the like, and carries the same appointment number as the appointment request. After receiving the notification, the bank appointment preprocessing component associates and aggregates the offline generated electronic receipt information with the originally stored appointment request, queuing information, credential sending record and the like by taking the appointment number as the key index. The association operation integrates the data fragments originally scattered in the online appointment system and the offline service system to form the service handling whole-cycle data running through the service initiation, preprocessing, handling and completion, realizes the data closed loop of the online and offline processes, and lays a data foundation for constructing the customer journey view.

[0034] S112: In response to the appointment record query request sent by the online channel, the corresponding service handling whole cycle data is obtained and sent to the online channel for display.

[0035] In this step, when the customer inquires about his appointment record in any online channel, the bank appointment preprocessing component will not only display the service completion status, but also obtain and display the integrated service handling whole cycle data based on the appointment number. This means that the customer can clearly see all key node information from appointment application, queuing information, pre-filled certificate sending record, to the final service handling electronic receipt. This step provides a transparent and visual customer journey view for the customer, greatly enhancing the service experience and customer trust and stickiness to the outlet.

[0036] In the above bank online and offline channel integration method, first, the queuing machine is called for remote queuing after receiving the appointment request, realizing queuing by appointment. After the customer makes an online appointment, there is no need to wait on site, significantly reducing the customer's invalid waiting time. Secondly, by intelligently identifying the business that needs to be pre-filled with certificates and linking the unified certificate library to generate and send electronic certificate files, the customer's information is entered online once and reused offline, and the customer does not need to fill out paper applications offline, improving the efficiency of outlet business handling. Finally, by receiving the handling completion notification of the service component and associating the electronic receipt information with the appointment request, complete service handling whole cycle data is generated, so that the customer can query the whole process information including the electronic receipt in the online channel, successfully building a whole life cycle customer journey view, solving the problem of service chain interruption, greatly enhancing customer experience and outlet stickiness. In summary, by taking the bank appointment preprocessing component as the core scheduling, the online appointment and offline queuing, certificate pre-generation, business handling and result feedback are linked into an organic whole, effectively avoiding the fragmentation of online and offline processes and data, greatly promoting the integration of online and offline channels.

[0037] In one embodiment, the appointment request carries at least an appointment time and a target outlet identifier; S104 can specifically include: extracting the appointment time and the target outlet identifier from the appointment request; generating a queuing instruction containing the target outlet identifier and the appointment time, and sending it to the corresponding queuing machine component; receiving the queuing information returned by the queuing machine component based on the queuing instruction; the queuing information includes the queuing number and the predicted service time window calculated by the queuing machine component based on the outlet passenger flow data and the appointment time.

[0038] The expected service time window can be understood as a predicted time period, such as "10:30~10:45", calculated by a preset algorithm model based on historical business processing efficiency, real-time queuing number, service capacity of the site at each time period, and the like. The time window can change the queuing action from simple occupation to accurate time expectation management. Customers can arrange their travel more flexibly according to the time window, and further reduce the uncertainty of waiting.

[0039] In one embodiment, the reservation request carries at least a type identifier of the target service; S106 can specifically include: extracting the type identifier of the target service from the reservation request; querying a pre-configuration database according to the type identifier; the pre-configuration database stores a mapping relationship between service types and credential types; and determining whether the target service needs to pre-fill a credential based on the query result. The pre-configuration database can be a configuration center maintained by bank management personnel, and can specifically define the corresponding relationship between the service and the process rule. The pre-configuration database makes the bank reservation preprocessing component highly flexible and configurable. When the bank launches a new service or adjusts the existing service process, the core code does not need to be modified, and only the mapping relationship in the pre-configuration database needs to be updated, which greatly reduces the maintenance cost of the system.

[0040] In one embodiment, S106 can specifically include: determining the credential type corresponding to the target service based on the query result; extracting the corresponding service elements from the reservation request according to the credential type; generating a credential generation request based on the credential type and the service elements, and sending it to the unified credential library, so that the unified credential library generates an electronic credential file corresponding to the credential type and containing the service elements. This embodiment realizes one-time entry of customer information through automatic extraction and filling of service elements. The information filled by the customer online is automatically and accurately filled into the corresponding fields of the standard service credential, and a partially filled credential file is generated, which not only avoids repeated filling of the customer at the site and saves time, but more importantly, reduces information errors that may be caused by secondary handwriting from the source, and improves the accuracy and professionalism of service handling.

[0041] In one embodiment, the reservation request and the corresponding service handling completion notification both encapsulate the same reservation number; S110 can specifically include: parsing the corresponding reservation number and electronic receipt information from the service handling completion notification; and establishing a mapping relationship between the electronic receipt information and the reservation request by taking the reservation number as a key. In this embodiment, the reservation number can be used as a unique tracking identifier throughout the entire service process. Through a simple key field, the association of cross-system data is effectively realized, and the scheme is simple and efficient.

[0042] In one embodiment, the whole-cycle data of the service includes one or more of the sending record of the reservation request, the queuing information, the sending record of the electronic voucher file, and the electronic receipt information. Therefore, the whole-cycle data of the service is not a single data item, but a collection of all key node information around a service reservation. This data aggregation method enables the bank reservation preprocessing component to provide a multi-dimensional and panoramic view of the service for customers and bank managers, which can be used for progress inquiry and voucher management on the client side, and service quality analysis and process optimization on the bank side, and has multiple application scenarios.

[0043] In one specific application scenario, the specific implementation of the above-mentioned bank online and offline channel integration method can be that a customer initiates a private account opening reservation through a mobile bank, fills in personal information and selects a branch and a time, the bank reservation preprocessing component first performs identity information verification and risk scanning on the customer, and after passing, immediately reserves a number in the queuing sequence of the target branch for the customer, and estimates the service time window. Since the private account opening is pre-configured to require pre-filled vouchers, the system extracts the name, ID number, address and other elements from the information filled in by the customer, sends them to the unified voucher library to generate a partially filled personal account opening application, and sends it to the customer by email. After the customer prints and signs, he goes to the physical branch at the reservation time with the queuing information. After the teller handles the business, the bank business component generates an electronic receipt of successful account opening, and sends it back to the bank reservation preprocessing component with the reservation number. The bank reservation preprocessing component associates this electronic receipt with the initial reservation record. Thereafter, when the customer queries the reservation record on the mobile bank, he can clearly see the whole-process information including the reservation details, queuing information, application sending record, and final electronic receipt of successful account opening. This scheme effectively integrates the bank online and offline channels, ensures the data flow between the online reservation system and the offline queuing system, the voucher processing system, and the bank business component and other back-end terminals, and eliminates information silos between systems. Through intelligent scheduling and collaboration between component systems, the number taking and form filling processes, which were originally processed offline in series, are successfully front-loaded and parallelized to be completed online, significantly reducing the end-to-end processing time of the service at the branch side, optimizing the utilization efficiency of the branch service resources, and realizing efficient collaborative operation of multiple heterogeneous systems in the bank back-end under unified scheduling.

[0044] It should be understood that, for each of the foregoing method embodiments, although each step in the flowchart is shown in sequence according to the direction of the arrow, these steps are not necessarily executed in the order indicated by the arrow. Unless otherwise explicitly stated herein, there is no strict order limitation for the execution of these steps, and these steps can be executed in other orders. Moreover, at least some of the steps in the flowchart of the method embodiment can include multiple sub-steps or multiple stages, which are not necessarily executed at the same time, but can be executed at different times, and the execution order of these sub-steps or stages is not necessarily sequential, but can be executed alternately or alternately with at least part of other steps or sub-steps or stages of other steps.

[0045] Based on the same inventive concept, the embodiments of the present application also provide a bank online and offline channel integration device for implementing the bank online and offline channel integration method described above. The implementation scheme for solving the problem provided by the device is similar to the implementation scheme described in the above method, so the specific limitations in one or more bank online and offline channel integration device embodiments provided below can refer to the limitations of the bank online and offline channel integration method described above, which will not be repeated here.

[0046] In one embodiment, as shown in Figure 3 a bank online and offline channel integration device 300 is provided, comprising: a request receiving module 301, a reservation number taking module 302, a voucher requesting module 303, a voucher feedback module 304, a receipt association module 305, and a data querying module 306, wherein: The request receiving module 301 is configured to receive a reservation request for a target service sent by an online channel; The reservation number taking module 302 is configured to perform risk verification on the reservation request based on customer information carried in the reservation request, and in the case that the verification is passed, call a corresponding queuing component to remotely take a number according to the reservation request, and obtain queuing information; The voucher requesting module 303 is configured to, in the case that it is determined based on the reservation request that the target service needs to prefill a voucher, send a corresponding voucher generation request to a unified voucher library; The voucher feedback module 304 is configured to, in response to receiving an electronic voucher file fed back by the unified voucher library based on the voucher generation request, call a unified communication component to send the electronic voucher file to the customer, and send a reservation success message to the online channel; the reservation success message includes queuing information and a voucher issuance prompt information; The receipt association module 305 is configured to receive a service handling completion notification corresponding to the reservation request from a bank service component, associate electronic receipt information in the service handling completion notification with the reservation request, to generate service handling whole cycle data corresponding to the reservation request; The data query module 306 is configured to acquire the whole-cycle data of the service handling in response to a reservation record query request sent by an online channel, and send the whole-cycle data to the online channel for display.

[0047] In some embodiments, the reservation request carries at least a reservation time and a target site identifier; the reservation number generation module 302 is specifically configured to extract the reservation time and the target site identifier from the reservation request; generate a number generation instruction containing the target site identifier and the reservation time, and send the number generation instruction to a corresponding queue machine component; receive queue number information returned by the queue machine component based on the number generation instruction; the queue number information includes a queue number and a predicted service time window calculated by the queue machine component based on site passenger flow data and the reservation time.

[0048] In some embodiments, the reservation request carries at least a type identifier of a target service; the credential request module 303 is specifically configured to extract the type identifier of the target service from the reservation request; query a preconfigured database according to the type identifier; the preconfigured database stores a mapping relationship between service types and credential types; determine whether the target service needs to be pre-filled with a credential based on the query result.

[0049] In some embodiments, the credential request module 303 is specifically configured to determine a credential type corresponding to the target service based on the query result; extract a corresponding service element from the reservation request according to the credential type; generate a credential generation request based on the credential type and the service element, and send the credential generation request to a unified credential library, so that the unified credential library generates an electronic credential file corresponding to the credential type and containing the service element.

[0050] In some embodiments, the same reservation number is encapsulated in the reservation request and the corresponding service handling completion notification; the receipt association module 305 is specifically configured to parse the corresponding reservation number and electronic receipt information from the service handling completion notification; and establish a mapping relationship between the electronic receipt information and the reservation request by taking the reservation number as a key.

[0051] In some embodiments, the whole-cycle data of the service handling includes one or more of a sending record of the reservation request, the queue number information, a sending record of the electronic credential file, and the electronic receipt information.

[0052] The specific limitations of the bank online and offline channel fusion device can be referred to the limitations of the bank online and offline channel fusion method described above, and will not be repeated here. Each module in the above bank online and offline channel fusion device can be realized by software, hardware and their combinations. The above modules can be embedded in or independent of the processor in the computer device in hardware form, or can be stored in the memory in the computer device in software form, so as to call and execute the operations corresponding to the above modules by the processor.

[0053] In addition, in the implementation of the bank online and offline channel fusion device of the above example, the logical division of each program module is only illustrative. In actual application, the above functions can be completed by different program modules according to needs, for example, for the configuration requirements of corresponding hardware or the convenience of software implementation. That is, the internal structure of the bank online and offline channel fusion device is divided into different program modules to complete all or part of the functions described above.

[0054] Based on the same inventive concept, the embodiments of the present application also provide a bank online and offline channel fusion system for implementing the above-mentioned bank online and offline channel fusion method, as shown in Figure 4 As shown, the bank reservation preprocessing component 420 and the online channel 410, the queuing machine component 430, the unified voucher library 440, the unified communication component 450 and the bank business component 460 are connected in communication with the bank reservation preprocessing component 420 respectively; the online channel 410 is configured to generate a reservation request of a customer for a target service and send it to the bank reservation preprocessing component 420; the bank reservation preprocessing component 420 is configured to perform risk verification on the reservation request based on the customer information carried in the reservation request, and in the case of passing the verification, send a remote reservation number taking instruction to the corresponding queuing machine component 430 according to the reservation request; and is further configured to send a corresponding voucher generation request to the unified voucher library 440 in the case of determining that the target service needs to prefill a voucher based on the reservation request; the queuing machine component 430 is configured to respond to the remote reservation number taking instruction to perform remote reservation number taking and return the queuing information to the bank reservation preprocessing component 420; the unified voucher library 440 is configured to generate a corresponding electronic voucher file in response to the voucher generation request and return it to the bank reservation preprocessing component 420; the bank reservation preprocessing component 420 is further configured to receive the electronic voucher file, call the unified communication component 450 to send the electronic voucher file to the customer, and send a reservation success message to the online channel 410; the reservation success message includes queuing information and a voucher issuance prompt information; the bank business component 460 is configured to send a corresponding service completion notification to the bank reservation preprocessing component 420 after the customer completes the service corresponding to the reservation request at the offline outlet; the bank reservation preprocessing component 420 is further configured to receive the service completion notification, associate the electronic receipt information in the service completion notification with the reservation request to generate the service completion whole cycle data corresponding to the reservation request; and in response to the reservation record query request sent by the online channel 410, obtain the corresponding service completion whole cycle data and send it to the online channel 410 for display.

[0055] According to the above, the system environment can include an online channel 410 connected through a network, a bank appointment preprocessing component 420, a queuing machine component 430, a unified voucher library 440, a unified communication component 450, and a bank business component 460. The online channel 410 serves as a customer portal, receives customer input, and generates an appointment request. The bank appointment preprocessing component 420 serves as a core scheduling center and cooperates with the queuing machine component 430, the unified voucher library 440, and other backend systems. The queuing machine component 430 is responsible for managing the queuing queue of the network point. The unified voucher library 440 is responsible for generating standardized business voucher files. The unified communication component 450 is responsible for external communication with customers. The bank business component 460 is the core system for the network point teller to handle business. By connecting the data flow and synchronizing the state between the online appointment system and the offline queuing system, the voucher processing system, and the core business system, the information silos between the systems are eliminated. Through intelligent scheduling and cooperation between the systems, the number taking and form filling processes that originally need to be processed offline in series are successfully moved online and completed in parallel, significantly reducing the end-to-end processing time of business at the network point, optimizing the utilization efficiency of network point service resources, and achieving efficient cooperation of multiple heterogeneous systems in the bank backend under unified scheduling.

[0056] In one embodiment, the appointment request carries at least an appointment time and a target network point identifier. The queuing machine component 430 is further configured to receive a number taking instruction from the appointment preprocessing component. The number taking instruction carries the appointment time and the target network point identifier. Based on the network point passenger flow data and the appointment time, a predicted service time window and a corresponding queue number are calculated. Based on the predicted service time window and the queue number, a queuing information is generated. In this way, the remote appointment number taking mechanism enables the network point to perceive the business load in advance and balance the passenger flow.

[0057] In one embodiment, the appointment request carries at least a type identifier of a target business, and the voucher generation request carries at least a voucher type and a business element determined by the bank appointment preprocessing component 420 based on the type identifier of the target business. The unified voucher library 440 is further configured to call a corresponding voucher template based on the voucher type, and fill the business element into the voucher template to generate an electronic voucher file containing the business element. The electronic generation and distribution of the pre-filled voucher ensure the standardization and accuracy of business element collection, avoid errors that may be introduced by secondary manual entry of information, and improve the direct usability of data processing by the backend business system.

[0058] The implementation scheme provided by the system to solve the problem is similar to the implementation scheme described in the above method. Therefore, the specific limitations in one or more bank online and offline channel fusion system embodiments provided below can refer to the limitations of the bank online and offline channel fusion method in the above text, and will not be repeated here.

[0059] In an embodiment, a computer device is provided, which can be a mobile terminal or a server or a server cluster. An internal structure diagram of the computer device can be as shown in Figure 5 The computer device includes a processor, a memory, an input / output interface and a communication interface. The processor, the memory and the input / output interface are connected through a system bus, and the communication interface is connected to the system bus through the input / output interface. The processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for running the operating system and the computer program in the non-volatile storage medium. The input / output interface of the computer device is configured to exchange information between the processor and external devices. The communication interface of the computer device is configured to perform wired or wireless communication with external terminals. The wireless communication can be achieved through WIFI, mobile cellular network, NFC (Near Field Communication) or other technologies. The computer program is executed by the processor to implement a bank online and offline channel integration method.

[0060] Those skilled in the art can understand that Figure 5 The structure shown in the above embodiment is only a block diagram of part of the structure related to the scheme of the present application, and does not constitute a limitation on the computer device to which the scheme of the present application is applied. The specific computer device can include more or fewer components than those shown in the figure, or combine certain components, or have a different arrangement of components.

[0061] In an embodiment, a computer program product is provided, which includes a computer program. The computer program is executed by the processor to implement the steps in the above method embodiments.

[0062] In an embodiment, a computer readable storage medium is provided, which stores a computer program. The computer program is executed by the processor to implement the steps in the above method embodiments.

[0063] Those skilled in the art can understand that all or part of the processes in the above-mentioned embodiment methods can be completed by instructing the relevant hardware through a computer program. The computer program can be stored in a non-volatile computer readable storage medium, and when executed, can include the processes of the above-mentioned embodiments of each method. Any reference to memory, database or other medium used in the embodiments provided in the present application can include at least one of non-volatile and volatile memory. Non-volatile memory can include read-only memory (ROM), magnetic tape, floppy disk, flash memory, optical storage, high-density embedded non-volatile memory, resistive memory (ReRAM), magnetoresistive random access memory (MRAM), ferroelectric memory (FRAM), phase change memory (PCM), graphene memory, etc. Volatile memory can include random access memory (RAM) or external cache memory, etc. As an illustration but not limitation, RAM can be in various forms, such as static random access memory (SRAM) or dynamic random access memory (DRAM), etc. The database involved in the embodiments provided in the present application can include at least one of a relational database and a non-relational database. The non-relational database can include a distributed database based on a block chain, etc., without being limited thereto. The processor involved in the embodiments provided in the present application can be a general-purpose processor, a central processing unit, a graphics processing unit, a digital signal processor, a programmable logic device, a data processing logic device based on quantum computing, etc., without being limited thereto.

[0064] The technical features of the above embodiments can be combined arbitrarily. In order to make the description simple, all possible combinations of the technical features in the above embodiments are not described, but as long as the combinations of the technical features do not exist, they should be considered as the scope of the present application. In the above embodiments, the description of each embodiment is focused on, and the parts not described in detail in a certain embodiment can be referred to the relevant description of other embodiments.

[0065] The terms "comprise", "comprising", "have", "having", "include", "including" and "contains", "containing" as used herein are intended to be open-ended and allow for items, components, etc. not explicitly listed to also be present. For example, a process, method, system, product, or apparatus that comprises a list of steps or units is not necessarily limited to those steps or units which are recited but can include additional steps or units, or can utilize unrecited steps or units, unless expressly limited otherwise.

[0066] The above embodiments only express several implementation manners of the present application, and the description is relatively specific and detailed, but it should not be understood as a limitation on the patent scope of the present application. It should be pointed out that, for ordinary skilled persons in the art, several modifications and improvements can be made without departing from the concept of the present application, and these all belong to the protection scope of the present application. Therefore, the patent protection scope of the present application should be subject to the appended claims.

Claims

1. A bank online and offline channel integration method, characterized in that, The application is applied to a bank appointment preprocessing component, comprising: receiving an appointment request for a target service sent by an online channel; based on the customer information carried in the appointment request, performing risk verification on the appointment request, and in the case of passing the verification, calling a corresponding queuing machine component to remotely take a number for appointment according to the appointment request, and obtaining queuing information; in the case of determining that the target service needs to pre-fill a voucher based on the appointment request, sending a corresponding voucher generation request to a unified voucher library; in response to receiving an electronic voucher file fed back by the unified voucher library based on the voucher generation request, calling a unified communication component to send the electronic voucher file to the customer, and sending an appointment success message to the online channel; the appointment success message includes the queuing information and a voucher issuance prompt information; receiving a service handling completion notification corresponding to the appointment request from a bank service component, associating the electronic receipt information in the service handling completion notification with the appointment request to generate service handling whole cycle data corresponding to the appointment request; in response to an appointment record query request sent by the online channel, obtaining corresponding service handling whole cycle data and sending it to the online channel for display.

2. The method of claim 1, wherein, The appointment request at least carries an appointment time and a target point identifier; The step of calling a corresponding queuing machine component to remotely take a number for appointment according to the appointment request to obtain queuing information, comprising: extracting the appointment time and the target point identifier from the appointment request; generate a number taking instruction containing the target point identifier and the appointment time, and send it to the corresponding queuing machine component; receive the queuing information returned by the queuing machine component based on the number taking instruction; the queuing information includes a queuing number and a predicted service time window calculated by the queuing machine component based on point passenger flow data and the appointment time.

3. The method of claim 1, wherein, The appointment request at least carries the type identifier of the target service; The step of judging whether the target service needs to pre-fill a voucher based on the appointment request, comprising: extracting the type identifier of the target service from the appointment request; query the preconfigured database according to the type identifier; the preconfigured database stores the mapping relationship between business type and voucher type; determine whether the target service needs to pre-fill a voucher based on the query result.

4. The method of claim 3, wherein, The step of sending a corresponding voucher generation request to a unified voucher library, comprising: determine the voucher type corresponding to the target service based on the query result; extract the corresponding business elements from the appointment request according to the voucher type; generate a voucher generation request based on the voucher type and the business elements, and send it to the unified voucher library, so that the unified voucher library generates an electronic voucher file corresponding to the voucher type and containing the business elements.

5. The method according to any one of claims 1 to 4, characterized in that, The appointment request and the corresponding service handling completion notification both encapsulate the same appointment number; The step of associating the electronic receipt information in the service handling completion notification with the appointment request, comprising: parse the corresponding appointment number and electronic receipt information from the service handling completion notification; The electronic receipt information is associated with the appointment request based on the appointment number as a key.

6. The method according to any one of claims 1 to 4, characterized in that, The service handling whole-cycle data includes one or more of the sending record of the appointment request, the queuing information, the sending record of the electronic voucher file, and the electronic receipt information.

7. A bank online and offline channel fusion device, characterized in that, The application is applied to a bank appointment preprocessing component, and includes: A request receiving module is configured to receive an appointment request for a target service sent by an online channel. An appointment queuing module is configured to perform risk verification on the appointment request based on customer information carried in the appointment request, and to call a corresponding queuing machine component to remotely take a number for the appointment request to obtain queuing information if the verification is passed. A voucher requesting module is configured to send a corresponding voucher generation request to a unified voucher library if it is determined that the target service needs to be pre-filled with a voucher based on the appointment request. A voucher feedback module is configured to call a unified communication component to send the electronic voucher file to a customer and send an appointment success message to the online channel in response to receiving an electronic voucher file fed back by the unified voucher library based on the voucher generation request. The appointment success message includes the queuing information and a voucher issuance prompt information. A receipt association module is configured to associate electronic receipt information in a service handling completion notification corresponding to the appointment request with the appointment request to generate service handling whole-cycle data corresponding to the appointment request in response to receiving the service handling completion notification from a bank service component.

8. A bank online and offline channel integration system, characterized in that, A data query module is configured to obtain corresponding service handling whole-cycle data in response to an appointment record query request sent by an online channel and send the data to the online channel for display. The application includes a bank appointment preprocessing component, an online channel, a queuing machine component, a unified voucher library, a unified communication component, and a bank service component that are communicatively connected to the bank appointment preprocessing component. The online channel is configured to generate an appointment request for a target service by a customer and send the request to the bank appointment preprocessing component. The bank appointment preprocessing component is configured to perform risk verification on the appointment request based on customer information carried in the appointment request, and to send a remote appointment queuing instruction to a corresponding queuing machine component based on the appointment request if the verification is passed. The queuing machine component is configured to perform remote appointment queuing and return queuing information to the bank appointment preprocessing component in response to the remote appointment queuing instruction. The unified voucher library is configured to generate a corresponding electronic voucher file and return it to the bank appointment preprocessing component in response to the voucher generation request. The bank appointment preprocessing component is further configured to receive the electronic voucher file, call the unified communication component to send the electronic voucher file to a customer, and send an appointment success message to the online channel; the appointment success message includes the queuing information and a voucher issuance prompt information. The bank service component is configured to send a corresponding service completion notification to the bank appointment preprocessing component after a customer completes a service corresponding to the appointment request at an offline outlet. The bank appointment preprocessing component is further configured to associate electronic receipt information in the service completion notification with the appointment request to generate service handling full cycle data corresponding to the appointment request in response to the service completion notification, and to obtain corresponding service handling full cycle data and send it to the online channel for display in response to an appointment record query request sent by the online channel.

9. The system of claim 8, wherein, The appointment request carries at least an appointment time and a target outlet identifier; the queuing machine component is further configured to: receive a number taking instruction from the appointment preprocessing component; the number taking instruction carries the appointment time and the target outlet identifier; based on outlet passenger flow data and the appointment time, calculate a predicted service time window and a corresponding queue number; based on the predicted service time window and the queue number, generate the queuing information.

10. The system of claim 8 or 9, characterized in that, The appointment request carries at least a type identifier of the target service, and the voucher generation request carries at least a voucher type and a service element determined by the bank appointment preprocessing component based on the type identifier of the target service; the unified voucher library is further configured to: based on the voucher type, call a corresponding voucher template; fill the service element into the voucher template to generate the electronic voucher file containing the service element. 11.A computer device, comprising a memory and a processor, wherein the memory stores a computer program, and the computer device is configured to perform the method according to any one of claims 1-10. The processor executes the computer program to implement the steps of the method of any one of claims 1 to 6.

12. A computer program product comprising a computer program, characterized in that, The computer program is executed by the processor to implement the steps of the method of any one of claims 1 to 6.

13. A computer readable storage medium having stored thereon a computer program, characterized in that, The computer program is executed by the processor to implement the steps of the method of any one of claims 1 to 6.

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