Communication request component, communication system and method in business outlets

Abstract

The present application provides a communication request component, a communication system and method in a business outlet, wherein the communication request component includes: an information interaction terminal, and a pager and an image acquisition device respectively connected to the information interaction terminal; the pager and the image acquisition device are both set within a preset user operable range centered on the information interaction terminal; the information interaction terminal is fixedly set in a user business handling area or on a financial device in the business outlet, and the information interaction terminal is communicated with at least one mobile terminal device of a staff member in the business outlet. The structure and setting of the communication request component in the present application are reliable, and can effectively improve the convenience and real-time nature of communication between customers and staff, thereby facilitating customers to quickly find staff for business consultation.

Description

Technical Field

[0001] The present application relates to the technical field of communication equipment, and in particular to a communication request component, a communication system within a business outlet, and a method. Background Art

[0002] Business branches are the foundational units for external business services for commercial banks, telecommunications companies, securities firms, and other businesses, and are a key channel for customers to access services. With the rapid development of the economy and society, businesses are offering an increasingly diverse range of products and services. Upon arriving at a business branch, customers often need to seek out staff for business inquiries or assistance. However, staff often have to move around the branch, making it difficult for customers to locate staff during busy times. For example, when filling out a form in the document filling area, a customer may wish to find staff for guidance. When an ATM swallows their card while processing transactions in the self-service area, the customer may be reluctant to leave the location but still want to quickly locate branch staff for assistance.

[0003] Therefore, there is an urgent need to design a communication request component, a communication system within a business outlet, and a method. Summary of the Invention

[0004] In response to the problems in the existing technology, the present application provides a communication request component, a communication system and method within a business outlet. The structure and setting of the communication request component provided by the present application are reliable, and can effectively improve the convenience and real-time nature of communication between customers and staff, thereby facilitating customers to quickly find staff for business consultation.

[0005] To achieve the above objectives, this application provides the following technical solutions:

[0006] In a first aspect, the present application provides a communication request component, comprising: an information interaction terminal, and a pager and an image acquisition device respectively connected to the information interaction terminal;

[0007] The pager and the image acquisition device are both arranged within a preset user-operable range centered on the information interaction terminal;

[0008] The information interaction terminal is fixedly arranged in a user business processing area or a financial device in a business outlet, and the information interaction terminal is communicatively connected with at least one mobile terminal device of a staff member in the business outlet.

[0009] Furthermore, the information interaction terminal and the mobile terminal device are respectively connected to a server for communication so as to utilize the server to realize the communication connection between the information interaction terminal and the mobile terminal device.

[0010] Furthermore, the pager is provided with an on / off key; the on / off key is connected to the information interaction terminal to trigger an attempt at a communication connection between the information interaction device and the mobile terminal device when the on / off key is in an on state.

[0011] Furthermore, an indicator light is provided on the pager; the indicator light is connected to the switch key so as to switch from an off state to a flashing state when a communication connection is attempted between the information interaction device and the mobile terminal device.

[0012] Furthermore, the information interaction terminal is provided with at least one display screen for displaying preset interaction information.

[0013] Furthermore, the display screen is a touch screen, so that the user can control the communication connection between the information interaction terminal and the mobile terminal device according to the touch screen.

[0014] Furthermore, the image acquisition device includes a camera; the fixed end of the camera is installed in the user business processing area located in the bank branch or on the financial equipment, and the lens of the camera can rotate around the fixed end.

[0015] Furthermore, the user business processing area includes: a customer form filling area, a branch queuing waiting area, a business experience area or a 24-hour self-service area.

[0016] Furthermore, the financial self-service terminal device includes a cash deposit and withdrawal machine or a financial self-service terminal.

[0017] In a second aspect, the present application provides a communication system within a business outlet, comprising: at least one communication request component, and at least one mobile terminal device; a communication connection between the mobile terminal device and one or more information interaction terminals.

[0018] Furthermore, the communication system in the business outlet also includes: a server; the server is connected to the communication request component and the mobile terminal device respectively.

[0019] In a third aspect, the present application provides a communication method within a business outlet, which is implemented using the communication system within the business outlet. The communication method for the business outlet includes:

[0020] receiving and correspondingly processing the request message sent by the communication request component, and sending the processed request message to the corresponding at least one mobile terminal device;

[0021] Receive and process a response message returned by any one of the mobile terminal devices accordingly, and send the processed response message to the communication request component to achieve a communication connection between the information interaction terminal and the corresponding mobile terminal device.

[0022] Furthermore, the receiving a request message sent by the communication request component includes:

[0023] Receive a request message sent by the information interaction terminal or receive a request message sent by a physical button of the pager via the information interaction terminal.

[0024] Furthermore, the communication method within the business outlets also includes: reading corresponding system information based on the received request message or response message to process the request message or response message, wherein the system information includes: message information, operation log information and pager management configuration information.

[0025] Furthermore, the request message includes at least one of a voice call request message, a video call request message, and a graphic information transmission request message.

[0026] As can be seen from the above technical solution, the present application describes a communication request component, a communication system and method within a business outlet, wherein the communication request component includes: an information interaction terminal, and a pager and an image acquisition device respectively connected to the information interaction terminal; the pager and the image acquisition device are both set within a preset user-operable range centered on the information interaction terminal; the information interaction terminal is fixedly set in a user's business processing area or on a financial device within the business outlet, and the information interaction terminal is in communication connection with at least one mobile terminal device of a staff member within the business outlet. The structure and setting of the communication request component in the present application are reliable, and can effectively improve the convenience and real-time nature of communication between customers and staff, thereby facilitating customers to quickly find staff for business consultation. The communication request component is simple to operate and can facilitate communication with mobile terminal devices. The communication request component and the mobile terminal are one-to-many configured management services, which can facilitate multiple staff members of a larger business outlet to divide the work of managing different areas of the outlet, and are flexible and scalable. BRIEF DESCRIPTION OF THE DRAWINGS

[0027] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the following briefly introduces the drawings required for use in the embodiments or the description of the prior art. Obviously, the drawings described below are some embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without any creative work.

[0028] Figure 1 is a schematic diagram of the connection relationship between the communication request component and the mobile terminal device in an embodiment of the present application;

[0029] Figure 2is a schematic diagram of the connection relationship between the communication request component, the server and the mobile terminal device in another embodiment of the present application;

[0030] Figure 3 This is a flow chart of a communication method within a business outlet provided by one embodiment of the present application;

[0031] Figure 4 1 is a flow chart of a communication method within a business outlet provided by another embodiment of the present application;

[0032] Figure 5 This is a schematic diagram of the connection relationship between a customer calling device, a staff answering device, and an information service device in a specific application example of the present application;

[0033] Figure 6 This is a structural diagram of an information interaction terminal in a specific application example of the present application;

[0034] Figure 7 This is a schematic diagram of the structure of a mobile portable terminal in a specific application example of the present application;

[0035] Figure 8 This is a flowchart of the process of a customer calling a staff member in a specific application example of this application;

[0036] Figure 9 It is a flowchart of the process of staff response in a specific application example of this application. DETAILED DESCRIPTION

[0037] The following will be combined with the drawings in the embodiments of this application to clearly and completely describe the technical solutions in the embodiments of this application. Obviously, the embodiments described are only part of the embodiments of this application, not all of the embodiments. Based on the embodiments in this application, all other embodiments obtained by ordinary technicians in this field without making creative efforts are within the scope of protection of this application.

[0038] After existing customers arrive at a business branch, they often need to find staff for business consultation or help. This application provides a communication request component, a communication system within a business branch, and a method. The communication request component is deployed in internal areas of the branch, such as the form filling area, waiting area, product promotion and experience area, and ATM self-service area, to provide customers with a service of calling staff. A communication system within the business branch is established between customers and staff that can realize remote calling and response within the branch, so that customers can quickly find staff to provide them with assistance. It can provide customers with a service of calling staff, improving the customer service experience at the branch site; provide staff with mobile terminal devices to realize call message reminders, view pager maps, and video calls with customers, etc., facilitating staff mobile office work; by recording customer call request information and staff response processing information, it is convenient for the bank to use data analysis technology to analyze operational patterns within the bank, such as statistical analysis of the branch's most frequently called, most popular business types, and staff average response time, providing information support for optimizing business processes at the branch. The following examples are used to illustrate this.

[0039] This application provides an embodiment of a communication request component, see Figure 1 , the communication request component 10 includes the following contents:

[0040] An information interaction terminal 12, and a pager 11 and an image acquisition device 13 respectively connected to the information interaction terminal 12; the pager 1 and the image acquisition device 13 are both arranged within a preset user-operable range centered on the information interaction terminal 12; the information interaction terminal 12 is fixedly arranged in a user business processing area or on a financial device within a business outlet, and the information interaction terminal 12 is communicatively connected to at least one mobile terminal device 20 of a staff member within the business outlet.

[0041] It can be understood that the preset user operable distance range centered on the information interaction terminal refers to the distance within which the user can operate the pager and the image acquisition device can clearly capture the user's image when operating or viewing the information interaction terminal. It can preferably be set to a range of 0-2m in radius centered on the information interaction terminal. When the radius is 0, it means that the pager and the image acquisition device can be directly set on the information interaction terminal, or directly integrated with the information interaction terminal. The settings are made according to actual application conditions, and this application does not impose any restrictions on this.

[0042] Specifically, in one or more embodiments of the present application, the pager is a physical button that is communicatively connected to the information interaction terminal and can establish a communication connection with a corresponding mobile terminal device via the information interaction terminal. Each pager within a business outlet is numbered to clearly identify its location. If the icon corresponding to the pager displayed on the mobile terminal device flashes, it is determined that the pager has initiated a call request.

[0043] For example, the mobile terminal device may be a smart phone, a tablet computer, or a notebook, etc., and may be configured according to actual applications, which is not limited in this application.

[0044] In one or more embodiments of the present application, it is also possible to establish a simple request and response mode with the mobile terminal device using only the physical buttons of the pager while turning off the corresponding information interaction terminal and the image acquisition device, thereby improving the convenience of communication between customers and staff in the business outlets.

[0045] The information interaction terminal is communicatively connected with at least one mobile terminal device of a staff member in the business outlet, and can realize a one-to-many configuration management service between the information interaction terminal and the mobile terminal device, making it convenient for multiple staff members of larger outlets to divide the work and manage different areas of the business outlets.

[0046] In the embodiment of the present application, the business outlets may be telecommunication outlets, bank outlets, securities outlets, and the like, and no limitation is imposed on this.

[0047] See also Figure 2 In one or more embodiments of the communication request component, in order to further improve the convenience and real-time nature of communication between customers and staff, the information interaction terminal 12 and the mobile terminal device 20 are respectively connected to a server 30 for communication so as to use the server 30 to realize the communication connection between the information interaction terminal 12 and the mobile terminal device 20.

[0048] Specifically, the information interaction terminal itself may be provided with a communication module, and the information interaction terminal provided with a communication module may be connected to a mobile terminal device for communication through its own communication module. However, in order to further improve the reliability of communication, in one embodiment of the present application, an independent server may also be provided, so that the information interaction terminal and the mobile terminal device can communicate via the server, and the independently provided server can be convenient for maintenance and repair.

[0049] The communication module can be an existing wired or wireless communication module. In one embodiment of the present application, the communicator is preferably a wireless communication module. If the communication distance is short, the 433MHz frequency band wireless data terminal DTD433 can be used, and if the communication distance is long, the GPRS transparent transmission data terminal DTP_S09F can be used.

[0050] In an example of a communication request component, in order to improve the convenience and real-time nature of communication between customers and staff, and thereby enhance the customer's service experience at business outlets, a switch key is provided on the pager; the switch key is connected to the information interaction terminal to trigger an attempt to establish a communication connection between the information interaction terminal and the mobile terminal device when the switch key becomes on, thereby enabling simple and convenient communication with customer personnel.

[0051] Specifically, the switch key is connected to the information interaction terminal to trigger the disconnection of the communication connection between the information interaction terminal and the mobile terminal device when the switch key becomes closed.

[0052] In an example of a communication request component, in order to prompt the customer in real time the connection status of the pager and the mobile terminal device, thereby improving the customer's service experience at the business outlet, an indicator light is provided on the pager; the indicator light is connected to the switch key so as to switch from an off state to a flashing state when an attempt is made to establish a communication connection between the information interaction terminal and the mobile terminal device.

[0053] Specifically, the indicator light is connected to the switch key so as to switch from a flashing state to an off state when the communication between the information interaction terminal and the mobile terminal device is disconnected.

[0054] In an example of a communication request component, in order to facilitate video calls between customers and staff or display search information, thereby improving the convenience and real-time nature of communication between customers and staff in business outlets, the information interaction terminal is provided with at least one display screen for displaying preset interaction information.

[0055] The preset interactive information includes: graphic and / or video information, wherein the graphic and / or video information includes: banking services, product information, and operation instructions for searching or handling required services. For example, the operation instructions for handling required services may include business processing procedures, a list of required documents, document filling requirements or template instructions, etc.

[0056] In an example of a communication request component, in order to further enhance the user experience of the information interaction terminal, the display screen is a touch screen so that the user can control the communication connection between the information interaction terminal and the mobile terminal device according to the touch screen.

[0057] In an example of a communication request component, in order to realize video calls with mobile terminal devices, improve the quality of communication within business outlets, and thereby effectively improve the convenience and real-time nature of communication between customers and staff within business outlets, the image acquisition device includes a camera; the fixed end of the camera is installed in the user business processing area located in the business outlet or on the financial equipment, and the lens of the camera can rotate around the fixed end.

[0058] Specifically, the camera can realize functions such as multi-angle rotation, height adjustment, and lens zooming, and the staff can remotely control it through the mobile terminal device to facilitate the image acquisition device to capture clear user images.

[0059] Specifically, the user service processing area includes: a customer form filling area, a branch queuing waiting area, a service experience area and / or a 24-hour self-service area.

[0060] Specifically, the financial self-service terminal equipment includes: a cash deposit and withdrawal machine and / or a financial self-service terminal.

[0061] Specifically, the installation method can be to install the fixed end of the camera in the user business processing area located in the business outlet or on the financial equipment by using a threaded connection or a fixed connection.

[0062] That is to say, the information interaction terminal is fixedly set on the financial device, which includes: the information interaction terminal is set as an independent entity on the deposit and withdrawal machine or the financial self-service terminal, or the information interaction terminal is integrated with the deposit and withdrawal machine or the financial self-service terminal.

[0063] In order to further effectively improve the convenience and real-time nature of communication between customers and staff, the present application also provides a specific embodiment of a communication system within a business outlet. The specific embodiment of the communication system within the business outlet includes the following contents: the communication request component 10, and at least one of the mobile terminal devices 20; the mobile terminal device 20 is communicated with one or more of the information interaction terminals 12.

[0064] In an example of a communication system within a business outlet, in order to improve the stability and convenience of communication within the business outlet, the communication system within the business outlet further includes: a server 30; the server 30 is connected to the communication request component 10 and the mobile terminal device 20 respectively.

[0065] The above-mentioned communication request component and the communication system within the business outlets have reliable structure and settings, and can realize communication between customers and staff by two methods: query first and then call or direct call. The operation is simple and convenient, which can solve the problem that customers cannot find staff in time, realize real-time communication with staff, and then provide remote guidance or face-to-face guidance based on the corresponding information interaction terminal to determine the customer's location.

[0066] In order to further improve the convenience and real-time performance of the application of the communication request component of the present application, and thereby facilitate customers to quickly find staff for business consultation, the present application also provides an embodiment of a communication method within a business outlet. The communication method within the business outlet is implemented by applying the aforementioned letter request component or the communication system within the business outlet. The execution subject of the communication method within the business outlet can be the server. The communication method within the business outlet, see Figure 3 , specifically including the following contents:

[0067] Step 1000: Receive and process the request message sent by the communication request component, and send the processed request message to the corresponding at least one mobile terminal device.

[0068] Specifically, after receiving the request message sent by the communication request component, it can access other systems to obtain the required information as needed, for example, associating with the customer information system to obtain customer information; it can also perform data analysis and processing in batches based on the obtained request message, for example, based on the business handling situation of the business outlets, compile a list of popular businesses with the largest business volume and the most consultation times.

[0069] Step 2000: Receive and process a response message returned by any one of the mobile terminal devices, and send the processed response message to the communication request component to achieve a communication connection between the information interaction terminal and the corresponding mobile terminal device.

[0070] Specifically, the receiving of the request message sent by the communication request component includes: receiving a request message sent by the information interaction terminal or receiving a request message sent by a physical button of the pager via the information interaction terminal.

[0071] Specifically, in the process of processing the request message or the response message, the request message is processed using the system information corresponding to the request message, such as the pager code, the correspondence between the pager and the mobile terminal device, and the call timeout parameters, and the processed request message is sent to at least one of the mobile terminal devices corresponding to the communication request component through an agreed format. For example, the agreed format can be an Ethernet data packet format, a PPP data packet format, or an ARP message format, etc., which is set according to the actual application situation, and this application does not impose any restrictions on this.

[0072] In order to analyze and process the data and then analyze the operation rules, as well as record the message information and operation log information, in one or more embodiments of the communication method within the business outlet, see Figure 4 , also includes:

[0073] Step 3000: Read the corresponding system information according to the received request message or response message to process the request message or response message, wherein the system information includes: message information, operation log information and pager management configuration information.

[0074] The request message includes at least one of a voice call request message, a video call request message, and a graphic information transmission request message.

[0075] Specifically, processing the system information includes modifying the operation log information.

[0076] Through the above-mentioned communication method within the business outlets, the request message sent by the communication request component can be sent to the staff's mobile terminal device after processing. The staff can respond according to the request message and return the corresponding reply message, effectively improving the convenience and real-time nature of communication between customers and staff, and making it easier for customers to quickly find staff for business consultation.

[0077] Based on the above-mentioned communication request component, the communication system and method within the business outlet, the embodiment of the present application can execute the communication process between customers and staff within the business outlet through the communication request component and the communication system within the business outlet. In order to effectively improve the convenience and real-time performance of communication between the communication request component and the mobile terminal device, the application scenario in which the communication request component, the communication system and method within the business outlet described in the embodiment of the present application are combined is specifically described below:

[0078] (1) Specific communication systems within business outlets

[0079] In this application example, see Figure 5, the communication system within the business outlets includes: a customer calling device, a staff answering device and an information service device, wherein the functions that can be realized by the customer calling device are equivalent to the aforementioned communication request component, the functions that can be realized by the staff answering device are equivalent to the aforementioned mobile terminal device, and the functions that can be realized by the information service device are equivalent to the aforementioned server. The customer calling device provides customers with business processing procedures, self-service inquiries on operation guide information, and call staff services. The required business information and generated request data are stored in the information service device; the staff answering device is embedded in the staff's mobile portable terminal device, providing staff with call reminders, pager maps, remote video answering, control of customer calling device cameras and other functional services; the information service device is the brain center of the entire system, providing data storage, data transmission, information processing and other functions. In order to achieve the above purpose, the present application has the following technical features:

[0080] The customer calling device, staff answering device and information service device are connected through the internal data network of the branch. Voice calls, video calls and text and image information transmission can be carried out between the customer calling device and the staff answering device.

[0081] Each staff answering device can control multiple customer call devices simultaneously, and the relationship configuration is realized in a parameterized manner. The staff answering device can remotely disable the call staff function on the customer call device and remotely operate the adjustable camera on the customer call device.

[0082] The physical button of the pager on the customer calling device has the characteristics of being easy to identify (independent physical button) and easy to use (press it to light up the light to send a request, press it again to turn off the light to terminate the request), making it convenient for customers who cannot use the information interaction terminal.

[0083] This application provides customers with two calling methods (initiating a request through the information interaction terminal and initiating a request through the physical buttons of the pager), meeting the needs of customers at different levels, and the two calling methods synchronize information. It is also possible to establish a simple request and response mode using only the physical buttons of the pager and the staff answering device, while turning off the information interaction terminal and the adjustable camera in the customer calling device.

[0084] (1) Customer call device

[0085] Specifically, the customer calling device includes a pager 1, an information interaction terminal 2, and an adjustable camera 3.

[0086] The pager 1 is a physical button linked to the information exchange terminal. When a customer presses the pager, a call request is sent to the information service device via the information exchange terminal. Each physical branch can have multiple pagers installed in different areas, each with a unique number to clearly identify its location. The pager is equipped with a colored light. It is off when not in use and flashes when a call is initiated but a staff member has not yet responded. The light automatically turns off when a call is established, the call is canceled, or the call times out.

[0087] See also Figure 6 , the information interaction terminal 2 specifically includes:

[0088] The advertisement playing and video interaction module 201 is used to play the bank branch product marketing advertisements when the customer is not using it, and is used to display the call video when the customer establishes a video call link with the staff. The large video display area is used to display the other party's information (staff), and the small video display pane is used to display the customer's own video information (collected by the adjustable camera of the customer's call device).

[0089] In the search module 202 , customers can search for keywords according to the business they want to handle in order to understand the business handling process and operation instructions. The search results are displayed in the business handling guide information display module 204 .

[0090] The popular service menu selection module 203 is used to display the top-ranked popular services in this area in a menu format based on the popular service list provided by the information service device after statistical analysis, so that users can quickly select the service they want to learn about, reducing the search. After the user selects more options, the full list of services is displayed to the user for selection according to the service category.

[0091] The business handling guide information display module 204 is used to obtain business operation guide information from the information service device and display it to the customer for browsing. If the business handling guide provides an operation video example, after the user chooses to watch the video during browsing, the video will be played in the advertisement playback and video interaction module 201.

[0092] The call control module 205 is a call operation software control module, which contains software operation buttons for different functions such as calling staff and canceling calls. This module synchronizes functions with the physical buttons of the pager 1. For example, when clicking to call staff, the light of the pager 1 lights up synchronously.

[0093] Through the information interaction terminal, customers can actively learn about banking services and product information, and through searching and viewing, they can understand the operational guidelines for the required business, such as business processing procedures, a list of required materials, document filling specifications and template guidelines, etc.; after the customer actively initiates a call to the staff, the staff will establish a video call link with the customer through the information interaction terminal; when the customer initiates a call request, he can initiate a call by pressing the physical device of the pager, or by clicking the button in the call control module of the information interaction terminal; it can provide customers with services such as information review, call request sending and visual intercom.

[0094] The adjustable camera 3 is installed in an area near the information interaction terminal, usually in a position that customers cannot touch. It has functions such as multi-angle rotation, height adjustment, and lens zooming. The staff can remotely control it through the staff answering device. It can collect image information of the area where the pager is located to obtain the best visual intercom effect, making it convenient for staff to provide remote assistance to customers.

[0095] The customer call device can be installed independently in areas of the branch such as the customer form filling area, branch queuing area, business experience area and 24-hour self-service area. It can also be integrated with the deposit and withdrawal machine and the branch self-service terminal by modifying existing equipment.

[0096] (2) Staff answering device

[0097] The staff answering device 4 can be integrated into a mobile portable terminal, so that the staff can receive the request from the customer calling device at any time and anywhere and respond in time. Figure 7 , the mobile portable terminal specifically includes:

[0098] The video interaction module 301 is used to display the call video when the customer establishes a video call link with the staff. The large video display area is used to display the other party's information (calling the customer), and the small video display pane is used to display the staff's own video information.

[0099] The mobile portable terminal camera 302 is used to capture the staff video during the video call.

[0100] The system setting module 303 is used for the staff to enter the function setting interface after clicking, and can set parameters for the customer call device it controls, such as turning off the client call function, and can also set parameters for the portable terminal, such as setting the reminder method after receiving a call request.

[0101] The pager map module 304 displays all pagers controlled by the staff answering device as icons. When a pager initiates a call request, the icon flashes brightly to alert the staff member. Depending on the settings, the staff member can also receive a voice notification through the Bluetooth headset 307. If multiple requests come in at the same time, the staff member can answer them one by one by selecting the pager icon.

[0102] The information display module 305 is used to display customer call related information, such as the business type information selected by the current calling client to be consulted, the number of missed calls, the call duration of the established answer link, and other operation auxiliary information.

[0103] The answering and operating module 306 is used for when a call request comes in. The staff can choose to answer or hang up the request. During a video call, the camera of the information interaction terminal can be adjusted. The camera can be rotated or raised to clearly view customer-related operations, such as filling out forms and handling transfer services, etc., to guide customers to handle business. This module is the answering and operating software control module.

[0104] The Bluetooth headset 307 is used to receive the voice reminder of the call request message and make a voice call with the customer.

[0105] (3) Information service device

[0106] The information service device is the bridge between the customer call device and the staff answering device, responsible for establishing network communication links, information processing, data transmission and data storage. Figure 5 The entire device consists of an information processing module 5, a data storage module 6 and a data transmission module 7.

[0107] The information processing module 5 is primarily used to receive requests from the customer calling device and the staff answering device, and to perform corresponding process control and information processing according to the request instructions. This primarily includes receiving a call request from the customer calling device, establishing a call request task in the data storage module 6, reading and processing system-related information according to the request instructions, and then sending the request to the staff answering device; receiving a response from the staff answering device, updating the call request task information in the data storage module 6, reading and processing system-related information according to the response instructions, and then sending a response to the customer calling device; and the information processing module 5 is responsible for the full lifecycle management of the call request task in the data storage module 6. For example, if the staff answering device times out and fails to respond, or if the customer calling device or staff answering device actively hangs up, the information processing module 5 terminates the call request task. The information processing module 5 can also access other systems as needed to obtain information required for operations, such as linking with the customer information system to obtain customer profile information.

[0108] The information processing module 5 is also used to analyze and process the data in batches. For example, based on the business handling situation in the business outlets, a list of popular businesses with the largest business volume and the most consultation times is compiled.

[0109] The data storage module 6 is used to record call request task message information and operation log information, etc., pager management configuration information initiated by the staff's mobile portable terminal, such as pager number setting, pager and staff relationship setting, and call waiting timeout parameter setting, etc. It also stores graphic information such as business operation guides and video advertising information.

[0110] The data transmission module 7 is used for receiving and transmitting information externally, disassembling, assembling and transmitting messages. It receives and processes various request messages from customer call devices and staff's mobile portable terminals in accordance with the agreed format through the INTERNET network connection, and is responsible for establishing communication connections with other related systems.

[0111] (2) The process of customers calling staff

[0112] In conjunction with the communication system within the above-mentioned business outlets, in the application example of this application, see Figure 8 The process of a customer calling a staff member includes the following steps:

[0113] S401: A user searches for a desired service on a customer call information interaction terminal by selecting a hot menu or searching by keywords.

[0114] S402: The user views the business handling guide information based on the search results, including text information and video information.

[0115] S403: After the user has reviewed the service handling guide information and has learned the service handling process and related operations, the user can proceed with the service handling by themselves, and the process ends. If the customer still does not understand how to handle the service, the user can click "Call Staff" to request help from the staff.

[0116] S404: For customers who do not know how to operate the terminal or do not want to view the service guide information by themselves, they can directly press the physical button of the pager to trigger a request to call the staff.

[0117] S405: The customer calling device sends the staff calling request message information to the information service device. After the information service device performs information query and information processing, it forwards the request information to the staff answering device.

[0118] S406: After the call is initiated, before the staff responds, the customer's calling device is in a waiting state for the staff to respond, wherein the pager light is on. If the call waiting time exceeds the time threshold set by the system, the call request is automatically hung up.

[0119] S407: When the staff responds while the customer is waiting, a voice or video call is established between the customer calling device and the staff responding device, and the call process ends.

[0120] S408: While waiting for the staff to answer, the customer clicks the cancel call button on the customer calling device information interaction terminal, or presses the pager button again to hang up the call.

[0121] (3) Staff response process

[0122] In combination with the communication system within the above-mentioned business outlets and the process of customers calling staff, in the application example of this application, see Figure 9 The staff response process includes the following steps:

[0123] S501: When a user initiates a staff call request on a customer calling device, the staff answering device notifies the staff in real time according to a predefined message reminder method, such as a sound reminder, a new message notification reminder, etc.

[0124] S502: The staff member checks the request information through the portable terminal and can choose to close the reminder; if there are multiple requests at the same time, the staff member can select a pager icon to respond to the request first.

[0125] S503: The staff can respond to the customer first by using a shortcut key, for example, sending a message to the customer's calling device that the request has been received and the staff will be here soon, please wait. Or the staff can have a voice call with the customer to understand the customer's needs.

[0126] S504: The staff decides to provide on-site service or remote service based on the customer's needs and current busyness. For example, the staff may provide on-site assistance services directly to the customer when the staff is free.

[0127] S505: When it is inconvenient for staff to provide on-site services, they can establish a video conversation with the customer through the adjustable camera on the customer call device to provide remote assistance services to the customer.

[0128] S506: After the current answering service is finished, if there is a waiting service in queue, the user can choose to access the next one; if there is no new service request, the portable terminal returns to the waiting state.

[0129] As can be seen from the above description, the communication request component, in-branch communication system, and method provided by this application provide customers with a visible physical device that allows them to call staff. This device demonstrates the branch's attentiveness to customer needs, resolving the issue of customers not knowing who to contact or which staff member to contact when the branch is busy, thereby improving customer satisfaction. Through the pager and information exchange terminal, different calling methods are provided for different customer levels, supporting both a simple, easy-to-use direct call mode using the pager, where staff can come to provide on-site service, and a multifunctional mode where customers can self-check, call if they don't understand, then engage in a video chat, and finally receive remote assistance. This application provides a one-to-many configurable management service between the communication request component and mobile terminal devices, facilitating the division of labor and management of different areas within larger branches by multiple staff members. The mobile terminal device accommodates the mobile nature of staff; the pager number and icon flashing display facilitates staff identification of the calling area. The device provided by this application offers flexible scalability, for example, enabling the display of marketing advertising within the communication request component and linking to a customer information system to obtain customer-related information. It can effectively improve the convenience and real-time nature of communication between customers and staff, making it easier for customers to quickly find staff for business consultation.

[0130] In this application, the various embodiments of the above method are described in a progressive manner. The same or similar parts between the various embodiments can be referred to each other. Each embodiment focuses on the differences from other embodiments. For related parts, please refer to the partial description of the method embodiment.

[0131] Those skilled in the art will appreciate that the embodiments of the present application can be provided as methods, systems, or computer program products. Therefore, the present application can adopt the form of a complete hardware embodiment, a complete software embodiment, or an embodiment in combination with software and hardware. Moreover, the present application can adopt the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to magnetic disk storage, CD-ROM, optical storage, etc.) that contain computer-usable program code.

[0132] The present application is described with reference to the flowcharts and / or block diagrams of the methods, devices (systems), and computer program products according to the embodiments of the present application. It should be understood that each process and / or box in the flowchart and / or block diagram, as well as the combination of the processes and / or boxes in the flowchart and / or block diagram, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing device to produce a machine, so that the instructions executed by the processor of the computer or other programmable data processing device generate instructions for implementing the steps in the process. Figure 1 a process or multiple processes and / or boxes Figure 1 A device that provides the functions specified in a block or multiple blocks.

[0133] These computer program instructions may also be stored in a computer readable memory that can direct a computer or other programmable data processing device to work in a specific manner, so that the instructions stored in the computer readable memory produce an article of manufacture comprising an instruction device, which implements the process Figure 1 a process or multiple processes and / or boxes Figure 1 The function specified in one or more boxes.

[0134] These computer program instructions can also be loaded onto a computer or other programmable data processing device so that a series of operational steps are executed on the computer or other programmable device to produce a computer-implemented process, thereby providing the instructions executed on the computer or other programmable device for implementing the process. Figure 1 a process or multiple processes and / or boxes Figure 1 A step that specifies a function in one or more boxes.

[0135] Specific embodiments are used in this application to illustrate the principles and implementation methods of this application. The description of the above embodiments is only used to help understand the method and core ideas of this application. At the same time, for those skilled in the art, according to the ideas of this application, there will be changes in the specific implementation methods and application scope. In summary, the content of this specification should not be understood as limiting this application.

Claims

1. A communication request component, characterized in that: include: An information interaction terminal, and a pager and an image acquisition device respectively connected to the information interaction terminal; The pager and the image acquisition device are both arranged within a preset user operable range centered on the information interaction terminal; The information interaction terminal is fixedly arranged in the user business handling area or on the financial equipment in the business outlet, and the information interaction terminal is connected to at least one mobile terminal device of the staff in the business outlet; the user business handling area includes: the customer form filling area, the outlet queuing waiting area, the business experience area or the 24-hour self-service area; the information interaction terminal is fixedly arranged on the financial equipment, including: the information interaction terminal is arranged as an independent individual on the deposit and withdrawal machine or the financial self-service terminal; the information interaction terminal is decoupled from the financial equipment; Each of the pagers is numbered to identify the location of the pager. If the icon corresponding to the pager displayed on the mobile terminal device flashes, it is determined that the pager initiates a call request. The information interaction terminal communicates with the mobile terminal device through its own communication module, or the information interaction terminal and the mobile terminal device are respectively connected to a server for communication so as to use the server to realize the communication connection between the information interaction terminal and the mobile terminal device; The pager includes a physical button, and when the information interaction terminal and the image acquisition device are turned off, only the pager is used to establish a request and response mode with the mobile terminal device; The information interaction terminal is provided with at least one display screen for displaying preset interactive information; the preset interactive information includes: graphic information and / or video information, and the graphic information contains: operation instructions for the required business, at least one of banking business and product information; the operation instructions for the required business include: business processing procedures, a list of required materials, document filling specifications and at least one of template instructions.

2. The communication request component according to claim 1, characterized in that: The pager is provided with an on / off key; The switch key is connected to the information interaction terminal to trigger an attempt for communication connection between the information interaction terminal and the mobile terminal device when the switch key is in an on state.

3. The communication request component according to claim 2, characterized in that: The calling device is provided with an indicator light; The indicator light is connected to the switch key so as to change from an off state to a flashing state when a communication connection is attempted between the information interaction terminal and the mobile terminal device.

4. The communication request component according to claim 1, characterized in that: The display screen is a touch screen, so that the user can control the communication connection between the information interaction terminal and the mobile terminal device according to the touch screen.

5. The communication request component according to claim 1, characterized in that: The image acquisition device includes a camera; The fixed end of the camera is installed in the user business processing area or in the financial equipment in the business outlet, and the lens of the camera can rotate around the fixed end.

6. The communication request component according to any one of claims 1 to 5, characterized in that: The financial equipment includes a cash deposit and withdrawal machine or a financial self-service terminal.

7. A communication system within a business outlet, characterized in that: include: At least one communication request component according to any one of claims 1 to 6, and at least one of the mobile terminal devices; The mobile terminal device is communicatively connected with one or more of the information interaction terminals.

8. The communication system in a business outlet according to claim 7, characterized in that: Also includes: server; The server is connected to the communication request component and the mobile terminal device respectively.

9. A communication method within a business outlet, characterized in that: The communication system in the business outlet according to claim 7 or 8 is used to implement the communication method in the business outlet, and the communication method includes: receiving and correspondingly processing a request message sent by the communication request component, and sending the processed request message to the corresponding at least one mobile terminal device; Receive and process a response message returned by any of the mobile terminal devices accordingly, and send the processed response message to the communication request component to realize a communication connection between the information interaction terminal and the corresponding mobile terminal device; The communication method within the business outlet also includes: Record customer call request information and staff response and processing information, and use data analysis technology to compile a list of popular businesses with the largest volume of business and the most consultations, as well as the average response time of staff, to provide information support for outlets to optimize business processes; The communication method within the business outlets also includes: According to the received request message or response message, read the corresponding system information to process the request message or response message, wherein the system information includes: message information, operation log information and pager management configuration information; The reading of the corresponding system information to process the request message or the response message includes: Processing the request message based on the pager code, the correspondence between the pager and the mobile terminal device, and the call timeout parameter, and sending the processed request message to at least one of the mobile terminal devices corresponding to the communication request component through an agreed format, wherein the agreed format includes: an Ethernet data packet format, a PPP data packet format, or an ARP message format; The receiving a request message sent by the communication request component includes: Receive a request message sent by the information interaction terminal or receive a request message sent by a physical button of the pager via the information interaction terminal.

10. The communication method within a business outlet according to claim 9, characterized in that: The request message includes: at least one of a voice call request message, a video call request message, and a graphic information transmission request message.

Images