Service method, client, system, electronic device and readable storage medium

Abstract

The present application provides a service method, a client, a system, an electronic device and a readable storage medium, which are applied to the field of communication technology, wherein the method comprises: determining a hyperlink for processing a first service request according to the voice of the first service request, and being able to accurately send a hyperlink of a corresponding service (such as a bill, card opening, adjustment of credit limit, etc.) to the user, thereby guiding the user to click on the hyperlink to view or process, thereby improving the processing efficiency of the service and thereby improving the user experience.

Description

Technical Field

[0001] The present application relates to the field of communication technology. Specifically, the present application relates to a service method, a client, a system, an electronic device and a readable storage medium. Background Art

[0002] Most voice customer service services in the financial services industry only support the interactive mode of "voice, text and pictures" during the service process. Customers can only be guided through customer service words or text and pictures for the business they want to handle, which is relatively inefficient. For example, when customers want to check their bills or open cards, they can only be told where they are through words, or with screenshots, and let the customers find them themselves, which is relatively inefficient. When customers need to handle or inquire about high-risk businesses, they cannot effectively authenticate their identities, which can easily lead to the leakage of customer information (for example, after the customer calls the voice customer service, the customer service can query the customer's transaction records and other high-risk information, which poses a risk of information leakage). Therefore, the existing technology has the problems of low service efficiency, poor user experience, and the risk of user information leakage. Summary of the invention

[0003] The present application provides a service method, client, system, electronic device and readable storage medium for improving service efficiency and preventing user information leakage. The technical solutions adopted in the present application are as follows:

[0004] In a first aspect, a service method is provided, characterized in that it is applied to a user client and includes:

[0005] Establish a voice call connection between the user client and the customer service client;

[0006] Sending a voice message of the first service request to a customer service client, the customer service client being used to send a hyperlink for processing the first service request to a user client, the hyperlink for processing the first service request being determined by the customer service based on the voice message of the first service request;

[0007] A trigger instruction from a user based on a hyperlink for processing a first service request is received, and a second service processing request is sent to an application server based on the trigger instruction, and the application server is used to respond to the second target service processing request.

[0008] Optionally, the method further comprises:

[0009] If the first service request is for an authorized customer service broadcast service, receiving an identity authentication hyperlink sent by the customer service client;

[0010] Receive the user's trigger action based on the identity authentication hyperlink, and send the identity authentication information collected based on the trigger action to the application server; the application server is used to authenticate the user based on the identity authentication information, and send the identity authentication result information to the customer service client; the customer service client user obtains the request information corresponding to the first service request from the business system based on the identity authentication result information, and sends the voice of the customer service broadcasting the request information to the user client.

[0011] Optionally, the identity authentication includes at least one of the following:

[0012] Face recognition authentication, SMS verification code authentication, credit card CVV authentication.

[0013] Optionally, the first service request includes at least one of the following: balance inquiry service, transaction details inquiry service, credit card limit inquiry service; the customer service client is used to determine the identity authentication method and identity authentication link based on the type of the first service request.

[0014] In a second aspect, a service client is provided, which is applied to a user side and includes:

[0015] Establish a module for establishing a voice call connection between the user client and the customer service client;

[0016] A sending module, used for sending a voice of the first service request to a customer service client, the customer service client is used for sending a hyperlink for processing the first service request to a user client, the hyperlink for processing the first service request is determined by the customer service based on the voice of the first service request;

[0017] The first receiving module is used to receive a trigger instruction from a user based on a hyperlink for processing a first service request, and send a second service processing request to an application server based on the trigger instruction, and the application server is used to respond to the second target service processing request.

[0018] Optionally, it also includes:

[0019] A second receiving module is used to receive an identity authentication hyperlink sent by the customer service client if the first service request is an authorized customer service broadcast service;

[0020] The third receiving module is used to receive the user's trigger action based on the identity authentication hyperlink, and send the identity authentication information collected based on the trigger action to the application server; the application server is used to authenticate the user based on the identity authentication information, and send the identity authentication result information to the customer service client; the customer service client user obtains the request information corresponding to the first service request from the business system based on the identity authentication result information, and sends the voice of the customer service broadcasting the request information to the user client.

[0021] Optionally, the identity authentication includes at least one of the following:

[0022] Face recognition authentication, SMS verification code authentication, credit card CVV authentication.

[0023] Optionally, the first service request includes at least one of the following: balance inquiry service, transaction details inquiry service, credit card limit inquiry service; the customer service client is used to determine the identity authentication method and identity authentication link based on the type of the first service request.

[0024] In a third aspect, a service system is provided, including a user client, a customer service client, and an application server, including:

[0025] Establish a voice call connection between the user client and the customer service client through the application server;

[0026] The user client sends a voice message of the first service request to the customer service client;

[0027] The customer service client is used to send a hyperlink for processing the first service request to the user client, and the hyperlink for processing the first service request is determined by the customer service based on the voice of the first service request;

[0028] The user client receives a trigger instruction from the user based on a hyperlink for processing the first service request, and sends a second service processing request to the application server based on the trigger instruction;

[0029] The application server is used to respond to the second target service processing request.

[0030] Optionally, the method further comprises:

[0031] If the first service request is an authorized customer service broadcast service, the user client is used to receive an identity authentication hyperlink sent by the customer service client;

[0032] The user client is also used to receive a trigger action of the user based on an identity authentication hyperlink, and send the identity authentication information collected based on the trigger action to the application server;

[0033] The application server is used to authenticate the user based on the identity authentication information and send the identity authentication result information to the customer service client;

[0034] The customer service client user obtains request information corresponding to the first service request from the business system based on the identity authentication result information, and sends the voice of the customer service broadcasting the request information to the user client.

[0035] Optionally, the identity authentication includes at least one of the following:

[0036] Face recognition authentication, SMS verification code authentication, credit card CVV authentication.

[0037] Optionally, the first service request includes at least one of the following: balance inquiry service, transaction details inquiry service, credit card limit inquiry service; the customer service client is used to determine the identity authentication method and identity authentication link based on the type of the first service request.

[0038] In a fourth aspect, an electronic device is provided, the electronic device comprising:

[0039] one or more processors;

[0040] Memory;

[0041] One or more application programs, wherein the one or more application programs are stored in a memory and configured to be executed by one or more processors, and the one or more programs are configured to: execute the service method shown in the first aspect.

[0042] In a fifth aspect, a computer-readable storage medium is provided, which is used to store computer instructions. When the computer-readable storage medium is run on a computer, the computer can execute the service method shown in the first aspect.

[0043] The present application provides a service method, client, system, electronic device and readable storage medium. Compared with the existing voice customer service that only supports the interactive mode of "voice, text and picture" during the service process, the present application establishes a voice call connection between the user client and the customer service client; sends the voice of the first service request to the customer service client, and the customer service client is used to send a hyperlink for processing the first service request to the user client, and the hyperlink for processing the first service request is determined by the customer service based on the voice of the first service request; receives the user's trigger instruction based on the hyperlink for processing the first service request, and sends the second service processing request to the application server based on the trigger instruction, and the application server is used to respond to the second target service processing request. That is, the hyperlink for processing the first service request is determined according to the voice of the first service request, and the hyperlink of the corresponding business (such as bills, card opening, adjustment, etc.) can be accurately sent to the user, thereby guiding the user to click on the hyperlink to view or handle it, improving the handling efficiency of the business, and then improving the user experience.

[0044] Additional aspects and advantages of the present application will be partially given in the following description, which will become apparent from the following description, or will be understood through the practice of the present application. BRIEF DESCRIPTION OF THE DRAWINGS

[0045] The above and / or additional aspects and advantages of the present application will become apparent and easily understood from the following description of the embodiments in conjunction with the accompanying drawings, in which:

[0046] Figure 1 A flowchart of a service method according to an embodiment of the present application;

[0047] Figure 2 A schematic diagram of the structure of a service client according to an embodiment of the present application;

[0048] Figure 3 A schematic diagram of the structure of a service system according to an embodiment of the present application;

[0049] Figure 4 A schematic diagram of the structure of an electronic device according to an embodiment of the present application;

[0050] Figure 5 This is an example diagram of a service process of an embodiment of the present application. DETAILED DESCRIPTION

[0051] The embodiments of the present application are described in detail below, and examples of the embodiments are shown in the accompanying drawings, wherein the same or similar reference numerals throughout represent the same or similar elements or elements having the same or similar functions. The embodiments described below with reference to the accompanying drawings are exemplary and are only used to explain the present application, and cannot be interpreted as limiting the present application.

[0052] It will be understood by those skilled in the art that, unless otherwise stated, the singular forms "a", "an" and "the" used herein may also include plural forms. It should be further understood that the term "comprising" used in the specification of the present application refers to the presence of features, integers, steps, operations, elements and / or components, but does not exclude the presence or addition of one or more other features, integers, steps, operations, elements, components and / or groups thereof. The term "and / or" used herein includes all or any unit and all combinations of one or more associated listed items.

[0053] In order to make the objectives, technical solutions and advantages of the present application clearer, the implementation methods of the present application will be further described in detail below with reference to the accompanying drawings.

[0054] The technical solution of the present application and how the technical solution of the present application solves the above-mentioned technical problems are described in detail below with specific embodiments. The following specific embodiments can be combined with each other, and the same or similar concepts or processes may not be repeated in some embodiments. The embodiments of the present application will be described below in conjunction with the accompanying drawings.

[0055] Embodiment 1

[0056] The present application embodiment provides a service method, which is applied to a user client, such as Figure 1 As shown, the method may include the following steps:

[0057] Step S101, establishing a voice call connection between the user client and the customer service client;

[0058] Specifically, the user can establish a voice call connection between the user client and the customer service server through the application server by clicking the voice call or voice service button of the user client, wherein the application server may include two servers, a server corresponding to the user client, and a server corresponding to the customer service client. By way of example, without making major changes to the original customer service system and application APP system, the system data interaction between the customer service system and the Dynamic Card APP (credit card application APP) is opened up, which not only provides basic customer service capabilities for the APP, but also lays the foundation for the customer service to undertake various modules, such as bill inquiry, security verification and other module businesses, as well as telemarketing business.

[0059] The user client may be an application installed on a terminal device such as a mobile phone, PAD, or wearable device.

[0060] Step S102, sending a voice message of the first service request to a customer service client, the customer service client is used to send a hyperlink for processing the first service request to the user client, the hyperlink for processing the first service request is determined by the customer service based on the voice message of the first service request;

[0061] Specifically, after the user clicks the corresponding voice service connection button, the user client starts to collect the user's voice request information and / or the text request information sent by the user client in real time. The user client transmits the user's voice request information to the customer service client in real time through the application server. The customer service can hear the voice of the user's first service request through the customer service client. The customer service can recognize the first service that the user wants to handle based on the voice of the first service request, and then send a hyperlink of the function module that processes the first service to the user client, wherein the hyperlink command message contains business attribute information, and the attributes in the hyperlink command describe that the business requires the customer to have logged in and bound the relevant bank card number and the information to be reported, etc.

[0062] Step S103, receiving a trigger instruction from a user based on a hyperlink for processing the first service request, and sending a second service processing request to an application server based on the trigger instruction, and the application server is used to respond to the second target service processing request.

[0063] Specifically, after the user clicks on the hyperlink displayed by the user client, a second service request is directly generated to the server. The server determines the service request result information based on the service request and sends it to the user client. The user client can display the service request result information through the corresponding H5 interface. Among them, the corresponding information input interface can also be generated based on the user's behavior of clicking on the hyperlink. The application server can receive the click behavior and synchronize the click behavior to the customer service client, so that the customer service can also see the corresponding input interface. The customer service can give the user a voice prompt based on the corresponding input interface, prompting the user to input information. In addition, the customer service server can display the user's operation progress in real time, and the customer service can provide accurate voice prompts based on the user's operation progress, thereby improving the user's business efficiency and user experience.

[0064] Among them, the customer service can be artificial intelligence customer service or manual customer service. The better customer service is manual customer service, which can make full use of the existing manual customer service resources and provide more accurate voice prompt services compared with artificial intelligence customer service.

[0065] The embodiment of the present application provides a possible implementation manner. Further, the method also includes:

[0066] If the first service request is for an authorized customer service broadcast service, receiving an identity authentication hyperlink sent by the customer service client;

[0067] Specifically, the user can authorize the customer service to perform the broadcast service through voice, that is, allow the customer service to learn the relevant information of the user, or authorize the customer service to learn the relevant information of the user through the corresponding trigger action of the user client (such as clicking the corresponding authorization button).

[0068] Specifically, if the first service request is for an authorized customer service broadcast service, the customer service client directly generates a hyperlink for identity authentication and sends it to the user client.

[0069] Receive the user's trigger action based on the identity authentication hyperlink, and send the identity authentication information collected based on the trigger action to the application server; the application server is used to authenticate the user based on the identity authentication information, and send the identity authentication result information to the customer service client; the customer service client user obtains the request information corresponding to the first service request from the business system based on the identity authentication result information, and sends the voice of the customer service broadcasting the request information to the user client.

[0070] Specifically, the user can click on the hyperlink of identity authentication. After clicking the hyperlink, the user client can collect the user's identity authentication information, and send the identity authentication information collected based on the trigger action to the application server. The application server is used to authenticate the user based on the identity authentication information, and send the identity authentication result information to the customer service client. The customer service client user obtains the request information corresponding to the first service request from the business system based on the identity authentication result information (wherein, if the identity authentication is passed, it can be considered that the user authorizes the customer service to obtain relevant information about the user), and sends the voice of the customer service broadcasting the request information to the user client. In the embodiment of the present application, before the customer service obtains the relevant information of the user, it is necessary to obtain the authorization of the user, and it is also necessary to authenticate the identity of the user, so that the customer service cannot directly obtain the relevant information of the user, thereby avoiding the risk of user information leakage.

[0071] The embodiment of the present application provides a possible implementation method, wherein the identity authentication includes at least one of the following: face recognition authentication, SMS verification code authentication, and credit card CVV authentication. The first service request includes at least one of the following: balance inquiry service, transaction detail inquiry service, credit card limit inquiry service, and telemarketing service. The customer service client is used to determine the identity authentication method and identity authentication link based on the type of the first service request.

[0072] Among them, face recognition authentication: if the customer wants to check the transaction details, he needs to pass the face recognition verification before he can obtain the authorization to check the bill details. The customer expresses his intention to check the bill details, and the customer service staff sends the face recognition hyperlink command to the customer through the session window of the user client application. The customer clicks the hyperlink and sends the face recognition request to the application server. After receiving the request, the server pulls up the face recognition related control Face SDK for face recognition. Face SDK captures the customer's face picture during the recognition process and sends it to the FACE++ basic service component. The FACE++ service extracts and compares the image features of the customer's picture, and determines the identity authentication result based on the comparison result.

[0073] SMS verification code: Taking the Dongka Space app as an example, when an SMS verification code is needed for identity security verification, the customer service staff first sends a hyperlink command related to the SMS verification code to the customer through the session window. The hyperlink command contains the specific content of the current session unique identifier that needs to be replaced. The message will be parsed and processed when it is forwarded by the agent server (application server), and the specific content of the current session unique identifier in the hyperlink command will be replaced with the real information of the current session unique identifier, and then packaged into a hyperlink and sent to the customer. By clicking on the received hyperlink, the customer sends the request containing the current session unique identifier information to the agent server, and the customer jumps to the H5 page for filling in the SMS verification code. The agent server processes the SMS verification code sending request, first uses the current session unique identifier information to query the customer's reserved mobile phone number in the backend core system, and then generates a verification code locally and sends it to the customer's reserved mobile phone number. After the customer receives the SMS, he enters the correct verification code in the Dongka Space App and sends an SMS verification request to the agent server. The agent server verifies the verification code and reports the final comparison result.

[0074] Credit card CVV code: When a short CVV code is needed for identity security verification, the customer service staff first sends a hyperlink command related to the CVV code to the customer through the session window. The hyperlink command contains the specific content of the current session unique identifier that needs to be replaced. The message will be parsed and processed when forwarded by the agent server, and the specific content of the current session unique identifier in the hyperlink command will be replaced with the real information of the current session unique identifier, and then packaged into a hyperlink and sent to the customer. At the same time, the agent server goes to the backend core system to query the current customer's card list information, and sends the queried card list information to the mobile terminal of the Dynamic Card Space App for display so that the customer can choose the corresponding card. The customer clicks on the received hyperlink to jump to the corresponding H5 page, selects the corresponding card, enters the credit card CVV code and card expiration information, and then the verification information is sent to the agent server. The agent server compares the information entered by the customer and reports the final comparison result.

[0075] For example, Figure 5 The service process example diagram shown in the figure includes the following steps:

[0076] Step S1: The customer wants to check his bill in the CITIC Dynamic Card Space APP, but finds that he cannot find the page or information he wants, so he uses the voice customer service function in the Dynamic Card Space APP to contact the customer service for help;

[0077] Step S2: After logging in at the all-IP Internet agent terminal, the customer service representative answers the customer's voice call and listens to the customer's feedback;

[0078] Step S3: Based on the billing problem raised by the customer, the customer service sends the bill hyperlink of the Dynamic Card Space APP to the customer in the conversation window of the agent-side system;

[0079] Step S4: The customer receives and clicks on the hyperlink, which opens up data exchange between the agent-side system and the Dongka Space APP system. The agent-side transmits the command to the Dongka Space APP system. After receiving the command, the Dongka system parses the command and opens the H5 page of the bill.

[0080] Step S5: At this time, the customer can listen to the customer service’s voice answers while opening the bill H5, making the process more efficient.

[0081] Step S6: If the customer needs the customer service to answer other questions at this time, for example, he wants the customer service to check the transaction record details for the past month;

[0082] Step S7: After listening to the customer's request, the customer service sends a face recognition authentication link to confirm that it is the customer himself to prevent information leakage;

[0083] Step S8: Dongka Space receives the command again, and parses and turns on the face recognition function of the Dongka system to verify the customer;

[0084] Step S9: After the customer verification is successful, the card dynamic system returns the success status to the seat system, and the seat system uploads the success status. When the customer service inquires about the business, the system obtains the verification status and displays the current customer's transaction record details to the customer service, and the customer service informs the customer of the information result;

[0085] Step S10: End the voice service.

[0086] The embodiment of the present application provides a service method. Compared with the existing voice customer service that only supports the interactive mode of "voice, text and picture" during the service process, the present application establishes a voice call connection between the user client and the customer service client; sends the voice of the first service request to the customer service client, and the customer service client is used to send a hyperlink for processing the first service request to the user client, and the hyperlink for processing the first service request is determined by the customer service based on the voice of the first service request; receives the user's trigger instruction based on the hyperlink for processing the first service request, and sends the second service processing request to the application server based on the trigger instruction, and the application server is used to respond to the second target service processing request. That is, the hyperlink for processing the first service request is determined according to the voice of the first service request, and the hyperlink of the corresponding business (such as bills, card opening, adjustment, etc.) can be accurately sent to the user, thereby guiding the user to click on the hyperlink to view or handle it, improving the handling efficiency of the business, and then improving the user experience.

[0087] Embodiment 2

[0088] Figure 2 A service client provided in an embodiment of the present application is characterized in that it is applied to a user side and includes:

[0089] Establishing module 201, used to establish a voice call connection between the user client and the customer service client;

[0090] A sending module 202 is used to send the voice of the first service request to the customer service client, and the customer service client is used to send a hyperlink for processing the first service request to the user client, and the hyperlink for processing the first service request is determined by the customer service based on the voice of the first service request;

[0091] The first receiving module 203 is used to receive a trigger instruction from a user based on a hyperlink for processing the first service request, and send a second service processing request to an application server based on the trigger instruction. The application server is used to respond to the second target service processing request.

[0092] Furthermore, the client also includes:

[0093] A second receiving module is used to receive an identity authentication hyperlink sent by the customer service client if the first service request is an authorized customer service broadcast service;

[0094] The third receiving module is used to receive the user's trigger action based on the identity authentication hyperlink, and send the identity authentication information collected based on the trigger action to the application server; the application server is used to authenticate the user based on the identity authentication information, and send the identity authentication result information to the customer service client; the customer service client user obtains the request information corresponding to the first service request from the business system based on the identity authentication result information, and sends the voice of the customer service broadcasting the request information to the user client.

[0095] The identity authentication includes at least one of the following:

[0096] Face recognition authentication, SMS verification code authentication, credit card CVV authentication.

[0097] Specifically, the first service request includes at least one of the following: balance inquiry service, transaction detail inquiry service, credit card limit inquiry service; the customer service client is used to determine the identity authentication method and identity authentication link based on the type of the first service request.

[0098] The device of the embodiment of the present application can execute the method shown in the first embodiment of the present application, and the effect achieved is similar, which will not be repeated here.

[0099] Embodiment 3

[0100] The embodiment of the present application provides a service system, characterized in that it includes a user client 301, a customer service client 302, and an application server 303, including:

[0101] Establishing a voice call connection between the user client and the customer service client through the application server 303;

[0102] The user client 301 sends a voice message of the first service request to the customer service client;

[0103] The customer service client 302 is used to send a hyperlink for processing the first service request to the user client, and the hyperlink for processing the first service request is determined by the customer service based on the voice of the first service request;

[0104] The user client 301 receives a trigger instruction from the user based on a hyperlink for processing the first service request, and sends a second service processing request to the application server based on the trigger instruction;

[0105] The application server 303 is used to respond to the second target service processing request.

[0106] Optionally, the method further comprises:

[0107] If the first service request is an authorized customer service broadcast service, the user client is used to receive an identity authentication hyperlink sent by the customer service client;

[0108] The user client is also used to receive a trigger action of the user based on an identity authentication hyperlink, and send the identity authentication information collected based on the trigger action to the application server;

[0109] The application server is used to authenticate the user based on the identity authentication information and send the identity authentication result information to the customer service client;

[0110] The customer service client user obtains request information corresponding to the first service request from the business system based on the identity authentication result information, and sends the voice of the customer service broadcasting the request information to the user client.

[0111] Optionally, the identity authentication includes at least one of the following:

[0112] Face recognition authentication, SMS verification code authentication, credit card CVV authentication.

[0113] Optionally, the first service request includes at least one of the following: balance inquiry service, transaction details inquiry service, credit card limit inquiry service; the customer service client is used to determine the identity authentication method and identity authentication link based on the type of the first service request.

[0114] The service system of the embodiment of the present application can execute the method shown in the first embodiment of the present application, and the effect achieved is similar, which will not be repeated here.

[0115] Embodiment 4

[0116] The present application embodiment provides an electronic device, such as Figure 4 As shown, Figure 4 The electronic device 40 shown includes: a processor 401 and a memory 403. The processor 401 and the memory 403 are connected, such as through a bus 402. Further, the electronic device 40 may also include a transceiver 404. It should be noted that in actual applications, the transceiver 404 is not limited to one, and the structure of the electronic device 40 does not constitute a limitation on the embodiments of the present application. The processor 401 is used in the embodiments of the present application to implement Figure 2 Functions of the modules shown. Transceiver 404 includes a receiver and a transmitter.

[0117] Processor 401 may be a CPU, a general purpose processor, a DSP, an ASIC, an FPGA or other programmable logic device, a transistor logic device, a hardware component or any combination thereof. It may implement or execute various exemplary logic blocks, modules and circuits described in conjunction with the disclosure of this application. Processor 401 may also be a combination that implements computing functions, such as a combination of one or more microprocessors, a combination of a DSP and a microprocessor, etc.

[0118] The bus 402 may include a path to transmit information between the above components. The bus 402 may be a PCI bus or an EISA bus, etc. The bus 402 may be divided into an address bus, a data bus, a control bus, etc. For ease of representation, Figure 4 Only one thick line is used in the diagram, but this does not mean that there is only one bus or only one type of bus.

[0119] The memory 403 may be a ROM or other type of static storage device that can store static information and instructions, a RAM or other type of dynamic storage device that can store information and instructions, or an EEPROM, a CD-ROM or other optical disk storage, an optical disk storage (including a compressed optical disk, a laser disk, an optical disk, a digital versatile disk, a Blu-ray disk, etc.), a magnetic disk storage medium or other magnetic storage device, or any other medium that can be used to carry or store the desired program code in the form of instructions or data structures and can be accessed by a computer, but is not limited thereto.

[0120] The memory 403 is used to store the application code for executing the solution of the present application, and the execution is controlled by the processor 401. The processor 401 is used to execute the application code stored in the memory 403 to implement Figure 2 The illustrated embodiments provide for the functionality of the device.

[0121] The embodiment of the present application provides an electronic device applicable to the above method embodiment, and the specific implementation method and technical effects are not repeated here.

[0122] Embodiment 5

[0123] An embodiment of the present application provides a computer-readable storage medium, on which a computer program is stored. When the program is executed by a processor, the service method shown in the above embodiment is implemented.

[0124] The embodiment of the present application provides a computer-readable storage medium applicable to the above method embodiment, and the specific implementation method and technical effect are not repeated here.

[0125] It should be understood that, although the steps in the flowchart of the accompanying drawings are displayed in sequence as indicated by the arrows, these steps are not necessarily executed in sequence in the order indicated by the arrows. Unless otherwise specified herein, there is no strict order restriction on the execution of these steps, and they can be executed in other orders. Moreover, at least a part of the steps in the flowchart of the accompanying drawings may include multiple sub-steps or multiple stages, and these sub-steps or stages are not necessarily executed at the same time, but can be executed at different times, and their execution order is not necessarily sequential, but can be executed in turn or alternately with other steps or at least a part of the sub-steps or stages of other steps.

[0126] The above are only some implementation methods of the present application. It should be pointed out that for ordinary technicians in this technical field, several improvements and modifications can be made without departing from the principles of the present application. These improvements and modifications should also be regarded as the scope of protection of the present application.

Claims

1. A service method, characterized in that: Applied to user clients, including: Establish a voice call connection between the user client and the customer service client; Sending a voice message of the first service request to the customer service client, the customer service client being used to send a hyperlink for processing the first service request to the user client, the hyperlink for processing the first service request being determined by the customer service based on the voice message of the first service request; Receiving a trigger instruction from a user based on a hyperlink for processing a first service request, and sending a second service processing request to an application server based on the trigger instruction, wherein the application server is used to respond to the second target service processing request; The method further comprises: If the first service request is an authorized customer service broadcast service, receiving an identity authentication hyperlink sent by the customer service client; Receive a trigger action from a user based on an identity authentication hyperlink, and send the identity authentication information collected based on the trigger action to an application server; the application server is used to authenticate the user based on the identity authentication information, and send the identity authentication result information to a customer service client; the customer service client user obtains request information corresponding to the first service request from the business system based on the identity authentication result information, and sends the voice of the customer service reporting the request information to the user client.

2. The method according to claim 1, characterized in that The identity authentication includes at least one of the following: Face recognition authentication, SMS verification code authentication, credit card CVV authentication.

3. The method according to claim 2, characterized in that The first service request includes at least one of the following: balance inquiry service, transaction details inquiry service, credit card limit inquiry service; the customer service client is used to determine the identity authentication method and identity authentication link based on the type of the first service request.

4. A service client, characterized in that: Applied to the user side, including: Establish a module for establishing a voice call connection between the user client and the customer service client; A sending module, used for sending a voice of the first service request to the customer service client, the customer service client is used for sending a hyperlink for processing the first service request to the user client, the hyperlink for processing the first service request is determined by the customer service based on the voice of the first service request; A first receiving module is used to receive a trigger instruction from a user based on a hyperlink for processing a first service request, and send a second service processing request to an application server based on the trigger instruction, and the application server is used to respond to the second target service processing request; A second receiving module is used to receive an identity authentication hyperlink sent by a customer service client if the first service request is an authorized customer service broadcast service; The third receiving module is used to receive a trigger action of a user based on an identity authentication hyperlink, and send the identity authentication information collected based on the trigger action to an application server; the application server is used to authenticate the user based on the identity authentication information, and send the identity authentication result information to a customer service client; the customer service client user obtains the request information corresponding to the first service request from the business system based on the identity authentication result information, and sends the voice of the customer service reporting the request information to the user client.

5. The client according to claim 4, characterized in that: The identity authentication includes at least one of the following: Face recognition authentication, SMS verification code authentication, credit card CVV authentication.

6. The client according to claim 5, characterized in that: The first service request includes at least one of the following: balance inquiry service, transaction details inquiry service, credit card limit inquiry service; the customer service client is used to determine the identity authentication method and identity authentication link based on the type of the first service request.

7. A service system for executing the method according to any one of claims 1 to 3, characterized in that: Including user client, customer service client, application server, including: Establish a voice call connection between the user client and the customer service client through the application server; The user client sends a voice message of the first service request to the customer service client; The customer service client is used to send a hyperlink for processing the first service request to the user client, and the hyperlink for processing the first service request is determined by the customer service based on the voice of the first service request; The user client receives a trigger instruction from the user based on a hyperlink for processing the first service request, and sends a second service processing request to the application server based on the trigger instruction; The application server is used to respond to the second target service processing request.

8. An electronic device, characterized in that: include: one or more processors; Memory; One or more application programs, wherein the one or more application programs are stored in the memory and configured to be executed by the one or more processors, and the one or more programs are configured to: execute the service method according to any one of claims 1 to 3.

9. A computer-readable storage medium, characterized in that: The computer storage medium is used to store computer instructions, and when the computer storage medium is run on a computer, the computer can execute the service method described in any one of claims 1 to 3.

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