Business processing method and device

Abstract

The present invention provides a business processing method and device, which can be used in the financial field or other fields, the method comprising: obtaining a business instruction sent by a client, the business instruction comprising: business data and a business mark, the business mark comprising: business processing and business consultation; according to the type of the business mark, executing a business processing process or a business consultation process based on the business data. Among them, by introducing a consultation function in the business processing process, the APP can provide business processing and question-answering services online without switching jumps, overcoming the problem that when customers encounter questions in the process of handling business, due to the separation of the two functions of handling and consulting, customers need to switch back and forth between the handling function and the consulting function, thereby improving the flexibility of business handling, enhancing customer experience, and promoting the growth of bank business handling volume.

Description

Technical Field

[0001] The present invention relates to the field of computer technology, and in particular to a business processing method and device. Background Art

[0002] With the development of mobile technology, more and more banks have launched online APPs to provide customers with rich business handling functions and expand the channels for displaying bank products. At the same time, customers can handle business by themselves through the bank's online APP. However, the business handling function and business consultation function in the APP are two independent functions. Affected by the differences in customer cultural understanding and cognition, customers often have many questions about the business itself or the input items of the handling process when using the business handling function in the APP to handle business alone. If the customer wants to clarify the doubts in his mind, he needs to exit the current business handling function and choose to enter the business consultation function of the APP for consultation. During the consultation process, the customer needs to describe the problems encountered. If the customer is handling it for the first time, how to accurately express the doubts in the customer's mind by describing the problem is a big challenge for the customer. Even if the customer accurately describes the problem and obtains a satisfactory explanation, the customer needs to exit the current business handling function and re-enter the business handling function to handle the business again. If the customer encounters new questions again during the handling process, the customer still needs to exit the current business handling function and re-enter the consultation function. This repeated behavior not only results in a very poor customer experience and loss of business, but many customers will choose to abandon the APP and go directly to the branch to conduct business with the on-site guidance of the lobby manager, increasing the service costs of bank branches and reducing the efficiency of the APP service. Summary of the invention

[0003] In view of the problems in the prior art, the present invention provides a business processing method and device, an electronic device, and a computer-readable storage medium, which can at least partially solve the problems in the prior art.

[0004] In order to achieve the above object, the present invention adopts the following technical solution:

[0005] In a first aspect, a business processing method is provided, comprising:

[0006] Obtaining a business instruction sent by a client, wherein the business instruction includes: business data and a business flag, wherein the business flag includes: business handling and business consultation;

[0007] According to the type of the business logo, a business handling process or a business consultation process is executed based on the business data.

[0008] Further, the executing of the business handling process or business consultation process based on the business data according to the type of the business identifier includes:

[0009] When the service flag is service handling, executing the service handling process based on the service data;

[0010] When the business flag is business consultation, the business consultation process is executed based on the business data.

[0011] Furthermore, the business data includes: business number, process number and business input items;

[0012] The executing of the business handling process based on the business data includes:

[0013] Retrieving a corresponding granular function group in a pre-established function library according to the service number, wherein the granular function group is composed of a plurality of sequentially arranged granular functions, and the handling process of the corresponding service is completed by executing the granular functions in sequence;

[0014] Matching the corresponding granule function in the retrieved granule function group according to the process number;

[0015] Processing the business input item according to the matched granular function to obtain the current business processing result;

[0016] The business handling result or business feedback information corresponding to the business handling result is fed back to the client.

[0017] Furthermore, the executing the business handling process based on the business data further includes:

[0018] Verifying the business input items;

[0019] If the verification fails, the verification failure result is fed back to the client.

[0020] Furthermore, the business data also includes: a start identifier, which is used to identify whether the current business is the beginning or end of a business process;

[0021] The executing of the business handling process based on the business data also includes:

[0022] If the start flag indicates that the business is started, a cache object is created in the cache, and data of the subsequent process of the business is cached in the cache object;

[0023] If the start flag indicates that the service is finished, the data cached in the cache object is uploaded to the core service system, and the cache object is cleared from the cache.

[0024] Further, the business data includes: business consultation information, and the executing the business consultation process based on the business data includes:

[0025] Retrieving corresponding questions from a pre-established consultation database according to the business consultation information;

[0026] Obtain corresponding answers or related answers based on the retrieved questions;

[0027] The answer or the associated answer is fed back to the client.

[0028] Furthermore, the executing the business consultation process based on the business data further includes:

[0029] Verifying the business consulting information;

[0030] If the verification fails, the verification failure result is fed back to the client.

[0031] In a second aspect, a service processing device is provided, including:

[0032] A business instruction acquisition module is used to acquire business instructions sent by a client, wherein the business instructions include business data and business flags, and the business flags include business handling and business consultation.

[0033] The business process selection execution module executes the business processing process or business consulting process based on the business data according to the type of the business mark.

[0034] According to a third aspect, an electronic device is provided, comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor implements the steps of the above-mentioned business processing method when executing the program.

[0035] In a fourth aspect, a computer-readable storage medium is provided, on which a computer program is stored, and when the computer program is executed by a processor, the steps of the above-mentioned business processing method are implemented.

[0036] The business processing method and device provided by the present invention can be used in the financial field or other fields. The method includes: obtaining a business instruction sent by a client, wherein the business instruction includes: business data and a business mark, wherein the business mark includes: business processing and business consultation; according to the type of the business mark, executing a business processing process or a business consultation process based on the business data. Among them, by introducing a consultation function in the business processing process, the APP can provide business processing and question-answering services online without switching jumps, which overcomes the deficiency that when customers encounter questions in the process of handling business, due to the separation of the two functions of handling and consulting, customers need to switch back and forth between the handling function and the consulting function, thereby improving the flexibility of business handling, enhancing customer experience, and promoting the growth of bank business handling volume.

[0037] In order to make the above and other purposes, features and advantages of the present invention more obvious and easy to understand, preferred embodiments are specifically cited below and described in detail with reference to the accompanying drawings. BRIEF DESCRIPTION OF THE DRAWINGS

[0038] 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 prior art descriptions. 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 creative work. In the drawings:

[0039] Figure 1 is a schematic diagram of the architecture between the server S1 and the client device B1 in an embodiment of the present invention;

[0040] Figure 2 Schematic diagram of the architecture between the server S1, the client device B1 and the database server S2 in an embodiment of the present invention;

[0041] Figure 3 The process diagram of the service processing method in the embodiment of the present invention is as follows Figure 1 ;

[0042] Figure 4 The process diagram of the service processing method in the embodiment of the present invention is as follows Figure 2 ;

[0043] Figure 5 It is a specific step of step S210 in the embodiment of the present invention;

[0044] Figure 6 It is another specific step of step S210 in the embodiment of the present invention;

[0045] Figure 7 It is a specific step of step S220 in the embodiment of the present invention;

[0046] Figure 8 It is another specific step of step S220 in the embodiment of the present invention;

[0047] Fig. 9 It is a structural block diagram of the business processing technology that can provide business handling and question-answering services without switching and jumping online in the APP in the embodiment of the present invention;

[0048] Fig.10 Shows Fig. 9 The client module structure diagram;

[0049] Fig.11 Shows Fig. 9 The structural diagram of the information processing module;

[0050] Fig.12 Shows Fig. 9 The structural block diagram of the function library module;

[0051] Fig.13 Shows Fig. 9 The structural diagram of the consulting library module;

[0052] Fig.14 Shows Fig. 9 The structural diagram of the information storage module;

[0053] Fig.15 It is a flow chart of a business processing technology for providing business handling and question-answering services without switching and jumping online for an APP in an embodiment of the present invention;

[0054] Fig.16 is a structural block diagram of a service processing device in an embodiment of the present invention;

[0055] Fig.17 4 is a structural diagram of an electronic device according to an embodiment of the present invention. DETAILED DESCRIPTION

[0056] In order to enable those skilled in the art to better understand the solution of the present application, the technical solution in the embodiments of the present application will be clearly and completely described below in conjunction with the drawings in the embodiments of the present application. Obviously, the described embodiments are only part of the embodiments of the present application, not all of the embodiments. Based on the embodiments in the present application, all other embodiments obtained by ordinary technicians in this field without creative work should fall within the scope of protection of the present application.

[0057] Those skilled in the art will appreciate that embodiments of the present invention may be provided as methods, systems, or computer program products. Therefore, the present invention may take the form of a complete hardware embodiment, a complete software embodiment, or an embodiment combining software and hardware. Moreover, the present invention may take the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0058] It should be noted that the terms "including" and "having" and any variations thereof in the specification and claims of the present application and the above-mentioned drawings are intended to cover non-exclusive inclusions. For example, a process, method, system, product or apparatus comprising a series of steps or units is not necessarily limited to those steps or units clearly listed, but may include other steps or units that are not clearly listed or inherent to these processes, methods, products or apparatuses.

[0059] It should be noted that, in the absence of conflict, the embodiments and features in the embodiments of the present application can be combined with each other. The present application will be described in detail below with reference to the accompanying drawings and in combination with the embodiments.

[0060] The business handling function and business consultation function in the existing APP are two independent functions. Affected by the differences in customer cultural understanding and cognition, when customers use the business handling function in the APP to handle business alone, they often have many questions about the business itself or the input items in the handling process. If customers want to clarify their questions, they need to exit the current business handling function and choose to enter the business consultation function of the APP for consultation. During the consultation process, customers are required to describe the problems they encounter. If the customer is handling it for the first time, how to accurately express the doubts in the customer's mind by describing the problem is a big challenge for the customer. Even if the customer accurately describes the problem and obtains a satisfactory explanation, the customer needs to exit the current business handling function and enter the business handling function again to handle the business again. If the customer encounters new questions again during the handling process, the customer still needs to exit the current business handling function and enter the consultation function again. This repetition not only makes the customer experience extremely poor and loses customer business volume, but also many customers will choose to abandon the APP and go directly to the branch to handle the business through on-site guidance of the lobby manager, which increases the service cost of the bank branch and reduces the service efficiency of the APP.

[0061] In order to at least partially solve the above technical problems, an embodiment of the present invention provides a business processing method. By introducing a consulting function in the business processing process, the APP can provide business processing and question-answering services without switching online. This overcomes the problem that when customers encounter questions in the process of handling business, the two functions of handling and consulting are separated, resulting in the need for customers to switch back and forth between the handling function and the consulting function. This improves the flexibility of business handling, enhances customer experience, and promotes the growth of bank business handling volume.

[0062] In view of this, the present application provides a service processing device, which may be a server S1, see Figure 1 , the server S1 can be connected to at least one client device B1 in communication, the client device B1 can send a business instruction to the server S1, and the server S1 can receive the business instruction online. The server S1 can pre-process the obtained business instruction online or offline, and obtain the business instruction sent by the client, the business instruction includes: business data and business flags, the business flags include: business processing and business consultation; according to the type of the business flag, the business processing process or business consultation process is executed based on the business data. Then, the server S1 can send the processing result to the client device B1 online. The client device B1 can receive the processing result online.

[0063] Also, see Figure 2 The server S1 can also be connected to the database servers S2 and S3 in communication. The database server S2 can be used as a function library, and the database server S3 can be used as a consulting library. The function library is called when the business processing process is executed based on the business data, and the consulting library is called when the business consulting process is executed based on the business data.

[0064] Based on the above content, the client device B1 may have a display interface, so that the user can view the processing result sent by the server S1 according to the interface.

[0065] It is understandable that the client device B1 may include a smart phone, a tablet electronic device, a network set-top box, a portable computer, a desktop computer, a personal digital assistant (PDA), a vehicle-mounted device, a smart wearable device, etc. Among them, the smart wearable device may include smart glasses, a smart watch, a smart bracelet, etc.

[0066] In practical applications, the part of performing business processing may be executed on the server S1 side as described above, that is, Figure 1 The architecture shown in the figure can also be that all operations are completed in the client device B1, and the client device B1 can directly communicate with the database server S2. The specific selection can be based on the processing capability of the client device B1 and the limitations of the user's usage scenario. This application does not limit this. If all operations are completed in the client device B1, the client device B1 can also include a processor for performing specific processing of business processing.

[0067] The server and the client device may communicate using any suitable network protocol, including network protocols that have not yet been developed on the date of filing this application. The network protocol may include, for example, TCP / IP protocol, UDP / IP protocol, HTTP protocol, HTTPS protocol, etc. Of course, the network protocol may also include, for example, RPC protocol (Remote Procedure Call Protocol) and REST protocol (Representational State Transfer) used on top of the above protocols.

[0068] Figure 3 The process diagram of the service processing method in the embodiment of the present invention is as follows Figure 1 ;like Figure 3 As shown, the business processing method includes the following contents:

[0069] Step S100: Acquire a service instruction sent by the client, wherein the service instruction includes service data and service flags, and the service flags include service handling and service consultation.

[0070] Specifically, a business processing interface is provided to users on the client, which includes not only business input items or business buttons, but also user question and answer buttons or question input items. When the user is conducting business, if there is no question, the business function is directly triggered through the business input and output items or business buttons, and a business instruction containing business processing data and a business processing mark is generated and sent to the server; if the user has a question, he or she can generate a business instruction containing business consulting data and a business consulting mark by triggering the question and answer button or entering the question in the question input item.

[0071] Business processing marks and business consulting marks are collectively referred to as business marks, and business processing data and business consulting data are collectively referred to as business data.

[0072] Step S200: executing a business handling process or a business consultation process based on the business data according to the type of the business identifier.

[0073] Specifically, the implementation of business processing may include multiple processes. For example, a password modification business first requires the user to enter the original password. The server verifies the original password entered. If the verification fails, the server will provide feedback to the user that the password entered is incorrect and asks the user to re-enter the password. After the verification passes, the user enters the modified password. The server verifies whether the modified password meets the preset format requirements, and then stores the new password after the verification. When the verification fails, the server will provide feedback to the user that the format of the new password entered is incorrect, and asks the user to re-enter the new password. Based on this, the implementation of the entire password modification business requires two processes, one is the original password input verification and deletion process, and the other is the new password input verification and storage process. Each process may be executed multiple times. For example, when the original password is entered incorrectly, the client needs to re-enter it, which may be repeated multiple times until the original password verification is qualified. Similarly, the new password input verification and storage process may be executed multiple times until the new password verification is qualified and stored.

[0074] With respect to the technical solution provided by the present invention, assuming that the user has questions about the input items during the process of entering the original password, business consultation can be triggered, which may be through a business consultation button on the page, or by entering questions in the business consultation input items provided on the page. The embodiment of the present invention does not limit this, and is specifically set according to the client APP development requirements, etc. In short, the client generates a business instruction containing business consultation data and a business consultation flag, and the server executes the business consultation process according to the business instruction. For another example, if the user has no questions in the original password input verification and deletion process and successfully implements the process, the next step enters the new password input verification and storage process. After the user enters the new password, the server feedback indicates that the format of the new password is incorrect and asks the user to re-enter the new password. Assuming that the user has questions about the format of the new password at this time, business consultation can be triggered, which may be through the business consultation button on the page, or it may be through entering the question in the business consultation input item provided on the page. The embodiment of the present invention does not limit this, and is specifically set according to the client APP development requirements, etc. In short, the client generates a business instruction containing business consultation data and a business consultation flag, and the server executes the business consultation process according to the business instruction. After executing the business consultation process, it continues to return to the page for entering the new password, and the user enters the new password to complete the new password input verification and storage process.

[0075] Based on this, it can be seen that the business processing method provided in the embodiment of the present invention, by introducing a consulting function in the business processing process, can provide business processing and question-answering services without switching to the APP online, thereby overcoming the deficiency that when customers encounter questions in the process of handling business, due to the separation of the two functions of handling and consulting, customers need to switch back and forth between the handling function and the consulting function, thereby improving the flexibility of business handling, enhancing customer experience, and promoting the growth of bank business handling volume.

[0076] In an alternative embodiment, see Figure 4 , the step S200 may include the following contents:

[0077] Step S210: When the service flag is service handling, executing the service handling process based on the service data;

[0078] Specifically, see Figure 5 The business data includes: business number, process number and business input items. Step S210 may include the following contents:

[0079] Step S211: searching a corresponding granular function group in a pre-established function library according to the service number, wherein the granular function group is composed of a plurality of sequentially arranged granular functions, and the handling process of the corresponding service is completed by executing the granular functions in sequence;

[0080] Among them, the business number can represent the corresponding page of the client or the business selected by the client, such as password modification business, balance inquiry business, credit card processing business, etc.; the process number represents the number corresponding to each process in the multiple processes included in a business based on the sequence. Refer to the above-mentioned password modification business, the business number can be 101, representing password modification; this business includes a total of 2 processes, namely the original password input verification and deletion process and the new password input verification and storage process. The number of the original password input verification and deletion process can be 01, and the number of the new password input verification and storage process can be 02.

[0081] In the function library, the programs to be executed for each business are encapsulated into a granular function group. For example, the password query business corresponds to a granular function group, and the credit card processing business corresponds to a granular function group. Each granular function group is composed of multiple granular functions arranged in sequence. For example, the granular function group corresponding to the password query business includes two granular functions, one encapsulates the original password input verification and deletion process, and the other encapsulates the new password input verification and storage process. The order of the granular functions corresponds to the execution order of the corresponding business processes.

[0082] Step S212: matching the corresponding granule function in the retrieved granule function group according to the process number;

[0083] Specifically, the corresponding granular function is directly found according to the process number so as to execute the granular function and realize the business process.

[0084] Step S213: Processing the business input item according to the matched granular function to obtain the current business processing result;

[0085] Step S214: Feedback the business processing result or business feedback information corresponding to the business processing result to the client.

[0086] Specifically, if it is necessary to display the business processing results of the previous process in the interface returned to the user by the subsequent process, the business processing results will be directly fed back to the client. If it is not necessary to display the business processing results of the previous process in the interface returned to the user by the subsequent process, the business feedback information corresponding to the business processing results (such as the input items of the subsequent process, the number of the subsequent process, etc.) will be directly fed back to the client.

[0087] Step S220: When the business flag is business consultation, executing the business consultation process based on the business data.

[0088] Specifically, see Figure 7 , the step S220 may specifically include the following steps:

[0089] Step S221: searching for corresponding questions in a pre-established consultation database according to the business consultation information;

[0090] Specifically, the corresponding questions can be retrieved based on the keywords in the business consultation information. If the client displays a consultation button, the corresponding questions can be directly retrieved according to the number corresponding to the consultation button. In addition, based on artificial intelligence technology, a machine learning model can be used to perform semantic recognition on the business consultation information, and the corresponding questions can be retrieved according to the recognition results. The embodiments of the present invention are not limited to this.

[0091] Step S222: Obtain corresponding answers or related answers according to the retrieved questions;

[0092] In the consultation database, questions and answers or related answers are stored in an associated manner, and the corresponding answers or related answers can be found based on the questions.

[0093] Step S223: Feedback the answer or related answers to the client.

[0094] Specifically, the answer or related answers are fed back to the client so that the user can clarify his doubts.

[0095] By adopting the above technical solution, business processing and consultation and assistance are integrated into one, and guided services are provided within the chat function to guide and help customers to handle their business. If customers encounter problems during the process, they can consult and get answers at any time without having to switch between the processing function and the consultation function.

[0096] In an alternative embodiment, see Figure 6 , the step S210 may further include:

[0097] Step S215: verifying the business input items;

[0098] If the verification fails, execute step S216; if the verification passes, execute step S213.

[0099] Step S216: Feedback the verification failure result to the client.

[0100] Specifically, the inspection content includes but is not limited to whether the information format is correct, whether the required information is empty, whether the data format complies with the standards, etc.

[0101] In an alternative embodiment, see Figure 8 , the step S220 may further include:

[0102] Step S224: verifying the business consultation information;

[0103] If the verification fails, execute step S225; if the verification passes, execute step S221.

[0104] Step S225: Feedback the verification failure result to the client.

[0105] Specifically, the inspection content includes but is not limited to whether the information format is correct, whether the required information is empty, whether the data format complies with the standards, etc.

[0106] In an optional embodiment, the business data further includes: a start identifier, which is used to identify whether the current business is the beginning or end of a business process; step S210 may also include the following contents:

[0107] If the start flag indicates that the business is started, a cache object is created in the cache, and data of the subsequent process of the business is cached in the cache object;

[0108] If the start flag indicates that the service is finished, the data cached in the cache object is uploaded to the core service system, and the cache object is cleared from the cache.

[0109] Specifically, by creating a cache object, the data of the subsequent business process (including the current business processing process) is recorded and cached to achieve data backup, prevent data loss caused by unexpected exit from the business process, and when the start mark indicates the end of the business, the cached data in the cache object is uploaded to the core business system (such as the head office server, etc.), and the cache object is cleared in the cache to achieve data backup, clean up cached information, and improve resource utilization.

[0110] In order to enable those skilled in the art to better understand this application, see Figures 9 to 15 , explain the implementation process of this application,

[0111] See also Fig. 9 , including a client module 1, an information processing module 2, a function library module 3, a consulting library module 4 and an information storage module 5. The customer sends business handling information or business consulting information (i.e. business instructions) through the client module, the information processing module receives the information sent by the client module and determines the information flag (i.e. business flag), if it is consulting information, the consulting library module is called to match the consulting information, and the module matching result is sent to the client module, if it is business handling type information, the function library module is called to match the business handling information, and the module matching result is sent to the client module.

[0112] The client module 1 is used to send business handling information or business consultation information to the information processing module when the customer sends the information, and after the processing is completed, receive the matching results pushed by the information processing module and display them to the customer.

[0113] The information processing module 2 is used to receive and process the information sent by the client module, call the function library module or the consulting library module according to the processing results, and receive the processing results of the function library module and the consulting library module at the same time, and send them to the client module

[0114] Function library module 3, the management personnel maintain the granular function group through the function library module, when the information processing module sends information to the function library module, the function library module matches the information and sends the matching result to the information processing module. The matching result includes but is not limited to the granular function group that matches successfully, the matching abnormality and the matching failure.

[0115] Consultation library module 4, managers maintain possible questions and answers through the consultation library module. When the information processing module sends information to the consultation library module, the consultation library module matches the information and sends the matching results to the information processing module. The matching results include but are not limited to successfully matched questions and answers, matching anomalies, and matching failures.

[0116] The information storage module 5 is used to receive the execution results of the function library module and the consulting library module, and store the maintenance materials of the function library module and the consulting library module. The execution results include but are not limited to successful matching, failed matching and abnormal matching, and the maintenance materials include but are not limited to granular function groups, consulting questions and consulting answers.

[0117] Fig.10 Shows Fig. 9 The client module structure diagram is as follows: Fig.10 As shown, the client module 1 is composed of an information sending unit 11, an information display unit 12, and an information receiving unit 13. Among them:

[0118] Information sending unit 11: The customer sends the business handling or consultation information input on the client to the processing information receiving unit 21 through the information sending unit, and marks the information at the same time.

[0119] The information display unit 12 is used to display the information processing result received by the information receiving unit 13 to the customer.

[0120] The information receiving unit 13 is used to receive the information processing result sent by the information pushing unit 23 .

[0121] Fig.11 Shows Fig. 9 The structural block diagram of the information processing module is as follows: Fig.11 As shown, the information processing module 2 is composed of three parts: an information receiving unit 21, an information processing unit 22, and an information pushing unit 23, wherein:

[0122] The information receiving unit 21 is used to receive the information sent by the information sending unit 11, and send the information to the information processing unit 22 for processing.

[0123] Information processing unit 22: After the information receiving unit 21 sends the information to the information processing unit, the information processing unit processes the information and calls the function library information receiving unit 33 or the consulting library information receiving unit 43 according to the processing result.

[0124] The information pushing unit 23 receives the information pushed by the function library information pushing unit 36 ​​and the consultation library information pushing unit 46 , and pushes the information to the information receiving unit 13 .

[0125] Fig.12 Shows Fig. 9 The structure diagram of the function library module is as follows: Fig.12 As shown, the display function library module 3 is composed of six parts: a granular function group maintenance unit 31, a function library display unit 32, a function library information receiving unit 33, a function library information checking unit 34, a function library information processing unit 35, and a function library information pushing unit 36. Among them:

[0126] The granular function group maintenance unit 31 , through which the backend administrator can query, add, modify, and delete granular function groups, and send the information to the granular function group storage unit 51 .

[0127] The function library display unit 32 is a platform for reading the granular function group stored in the granular function group storage unit 51 and displaying it to the management personnel.

[0128] The function library information receiving unit 33 is used to receive the information pushed by the information processing unit 22 and send the information to the function library information checking unit 34 .

[0129] The function library information checking unit 34 is used to pre-check the information pushed by the function library information receiving unit 33. The pre-check information content includes but is not limited to whether the information format is correct, whether the required information is empty, and whether the data format meets the standard. If the check fails, the information is sent to the function library information pushing unit 36.

[0130] The function library information processing unit 35 is used to receive the checked information sent by the function library information checking unit 37, and read the granular function group stored in the granular function group storage unit 51 for information matching, and send the matching result to the function library information pushing unit 36. The matching result includes but is not limited to successful matching, failed matching, and abnormal matching.

[0131] The function library information push unit 36 ​​is used to receive the check result of the function library information check unit 34 and the matching result of the function library information processing unit 35. And send the result to the execution information storage unit 53 and the information push unit 23.

[0132] The information start check unit 37 is used to receive the check result of the function library information check unit 34 and judge the information start mark. If it is judged to be an end mark, the information stored in the storage cache unit 55 is submitted to the core system for processing. If it is judged to be a non-end mark, the information is sent to the function library information processing unit 35.

[0133] For example, the particle function group includes four particles A, B, C, and D. After the D particle is completed, the customer will be informed whether it has been submitted. If so, the information start mark is the end mark. In addition, if the feedback times out, it ends.

[0134] Fig.13 Shows Fig. 9 The structural diagram of the consulting library module is as follows: Fig.13 As shown, the consultation database module 4 is composed of six parts: a consultation database maintenance unit 41, a consultation database display unit 42, a consultation database information receiving unit 43, a consultation database information checking unit 44, a consultation database information processing unit 45, and a consultation database information pushing unit 46. Among them:

[0135] The consulting library maintenance unit 41 allows the backend administrator to query, add, modify, and delete consulting materials through the consulting library maintenance unit, and send the information to the consulting material storage unit 52.

[0136] The consultation library display unit 42 is a platform for reading the consultation materials stored in the consultation material storage unit 52 and displaying them to management personnel. The consultation materials include but are not limited to questions, answers, and related answers.

[0137] The consultation database information receiving unit 43 is used to receive the information pushed by the information processing unit 22 and send the information to the consultation database information checking unit 44.

[0138] The consulting database information checking unit 44 is used to pre-check the information pushed by the consulting database information receiving unit 43. The pre-check information content includes but is not limited to whether the information format is correct, whether the required information is empty, and whether the data format meets the standard. If the check fails, the information is sent to the consulting database information pushing unit 46.

[0139] The consulting database information processing unit 45 is used to receive the checked information sent by the consulting database information checking unit 44, and read the questions stored in the consulting material storage unit 52 for information matching, and send the matching results to the consulting database information pushing unit 46. The matching results include but are not limited to matching success, matching failure and matching abnormality.

[0140] The consulting database information push unit 46 is used to receive the inspection result of the consulting database information inspection unit 44 and the matching result of the consulting database information processing unit 45. And send the result to the execution information storage unit 53 and the information push unit 23.

[0141] Fig.14 Shows Fig. 9 The structural diagram of the information storage module is as follows: Fig.14 As shown, the information storage module 5 is composed of five parts: a granular function group storage unit 51, a consulting material storage unit 52, an execution information storage unit 53, a storage information display unit 54, and a storage cache unit 55, wherein:

[0142] The particle function group storage unit 51 is a unit for receiving maintenance information sent by the particle function group maintenance unit 31 and storing the particle function group information, and is also read and used by the function library display unit 32 and the function library information processing unit 35 .

[0143] The consulting material storage unit 52 is used to receive and store the material information sent by the consulting library maintenance unit 41, and to provide the consulting library display unit 42 and the consulting library information processing unit 45 with reading and use.

[0144] The execution information storage unit 53 is a unit that receives and stores the information pushed by the function library information push unit 36 ​​and the consultation library information push unit 46 .

[0145] The storage information display unit 54 reads the execution information stored in the execution information storage unit 53 and displays it for the administrator to make decisions.

[0146] The storage cache unit 55 records the submitted information pushed by the information start check unit 37, stops recording the cache when the information start flag ends, and sends the information to the core business system for processing. When successfully submitted to the core business system, the information cache unit is cleared.

[0147] Fig.15 Flow chart of the business processing technology for providing business handling and question answering services without switching and jumping online in the APP in the embodiment of the present invention, such as Fig.15 As shown, specifically including:

[0148] The administrator can view the current granular group functions and consulting materials through the function library display unit 32 and the consulting library display unit 42, and maintain the granular function group and materials through the granular function group maintenance unit 31 and the consulting library maintenance unit 41 as needed. The material information includes the question body (QueMi), the answer body (AnsMi), the status (Status), the effective start time (BegDate), the end time (EndDate), the supported client channels (ChanSup), etc. The granular function group includes the function body (FunMi), the granular function (FunMi), the status (Status), the effective start time (BegDate), the end time (EndDate), the supported client channels (ChanSup), etc.

[0149] When the customer uses the client module to send the information for handling business functions, the information sending unit 11 sends the information to the information processing unit 22. The information processing unit 22 calls the function library information receiving unit 33 according to the information start flag (Open) and the information flag (SIG) 1-business handling. The function library information checking unit 34 checks whether the format of the sent information is missing, whether the required information is empty, and whether the data format meets the standard. If the check fails, the result of the abnormal processing is sent to the information pushing unit 23 through the function library information pushing unit 36. The information pushing unit 23 sends the abnormal information to the client information receiving unit 13 and displays it to the customer through the information display unit 12. If the function library information check unit 34 checks successfully, the information start check unit 37 determines the information start flag. If it is not the end (End), the information is registered in the storage cache unit 55. After that, the function library information processing unit 35 matches the information body (MSG) in the sent information with the granular function group function body (FunMi) stored in the granular function group storage unit 51. If the match is successful, the status (Status), effective start time (BegDate), end time (EndDate) of the granular function group are checked. If the check is successful, the matched granular function (FunMi) is sent to the function library information push unit 36, and finally displayed to the customer on the client. If the check fails, the function library information push unit 36 ​​sends the processing failure information to the information push unit 23, and the information push unit 23 sends the failure information to the client information receiving unit 13, and displays it to the customer through the information display unit 12.

[0150] If the customer has any questions about the displayed granular functions, for example, if he does not understand the exact meaning of the fill-in items or selection items, the customer can use the client to send consulting information or click the consulting button of the granular function, and assign the information flag (SIG) 2-business consultation to the information sent by the customer. The information sending unit 11 sends the information to the information processing unit 22, and the information processing unit 22 calls the consulting library information receiving unit 43 according to the information flag (SIG) 2-business consultation. The consulting library information checking unit 44 checks whether the format of the uploaded information is missing, whether the required information is empty, and whether the data format meets the standards. If the check fails, the processing exception is sent to the information push unit 23 through the consulting library information push unit 46, and the information push unit 23 sends the exception information to the client information receiving unit 13, and displays it to the customer through the information display unit 12. If the consultation database information checking unit 44 checks successfully, the consultation database information processing unit 45 matches the information body (MSG) in the uploaded information with the question body (QueMi) of the material information stored in the consultation material storage unit 52. If the match is successful, the status (Status), effective start time (BegDate), end time (EndDate), etc. of the material are checked. If the check is successful, the matched answer body (AnsMi) is sent to the consultation database information pushing unit 46, and finally displayed to the customer on the client. If the check fails, the processing failure information is sent to the information pushing unit 23 through the information database information pushing unit 46, and the information pushing unit 23 sends the failure information to the client information receiving unit 13, and displays it to the customer through the information display unit 12.

[0151] If the displayed answer explains the customer's doubts and the customer continues to choose to handle the business, the customer can continue to send the handling information to handle the business. If the customer chooses to complete and apply for the function handling, the application information is sent, and the information start mark (End-end) of the information, the system will submit the storage cache unit 55 to the system for processing, and return the system processing results to the customer to complete the handling of the business function. Managers can query high-frequency hot spot granular function groups and materials according to different dimensions such as time period and transaction volume through the storage information display unit 54, adding decision-making basis for granular function group and material maintenance.

[0152] In summary, the business processing technology provided by the embodiment of the present invention can provide business processing and question-answering services without switching and jumping online on the APP, which solves the problem of the separation of business processing function and consulting function. When customers have doubts when using the APP to handle business functions, they need to switch between the consulting function and the business processing function. There is no need to switch or jump functions, so that customers can clearly understand the business processing when they handle business by themselves, making the business processing smooth and efficient. It improves the flexibility of business processing, enhances customer experience, and promotes the growth of bank business processing volume.

[0153] Based on the same inventive concept, the embodiments of the present application also provide a business processing device, which can be used to implement the method described in the above embodiments, as described in the following embodiments. Since the principle of solving the problem by the business processing device is similar to that of the above method, the implementation of the business processing device can refer to the implementation of the above method, and the repeated parts will not be repeated. As used below, the term "unit" or "module" can be a combination of software and / or hardware that implements a predetermined function. Although the device described in the following embodiments is preferably implemented in software, the implementation of hardware, or a combination of software and hardware, is also possible and conceived.

[0154] Fig.16 FIG. 1 is a structural block diagram of a service processing device in an embodiment of the present invention. Fig.16 As shown, the business processing device specifically includes: a business instruction acquisition module 10 and a business process selection and execution module 20.

[0155] The business instruction acquisition module 10 acquires the business instruction sent by the client, the business instruction includes: business data and business flags, the business flags include: business handling and business consultation;

[0156] The business process selection and execution module 20 executes a business handling process or a business consulting process based on the business data according to the type of the business identifier.

[0157] The devices, modules or units described in the above embodiments may be implemented by computer chips or entities, or by products with certain functions. A typical implementation device is an electronic device, and the electronic device may be, for example, a personal computer, a laptop computer, a cellular phone, a camera phone, a smart phone, a personal digital assistant, a media player, a navigation device, an email device, a game console, a tablet computer, a wearable device, or a combination of any of these devices.

[0158] In a typical example, the electronic device specifically includes a memory, a processor, and a computer program stored in the memory and executable on the processor, and the processor implements the steps of the above-mentioned business processing method when executing the program.

[0159] Reference below Fig.17 , which shows a schematic structural diagram of an electronic device 600 suitable for implementing an embodiment of the present application.

[0160] like Fig.17As shown, electronic device 600 includes a central processing unit (CPU) 601, which can perform various appropriate operations and processes according to a program stored in a read-only memory (ROM) 602 or a program loaded from a storage portion 608 into a random access memory (RAM) 603. In RAM 603, various programs and data required for the operation of system 600 are also stored. CPU 601, ROM 602, and RAM 603 are connected to each other via a bus 604. An input / output (I / O) interface 605 is also connected to bus 604.

[0161] The following components are connected to the I / O interface 605: an input section 606 including a keyboard, a mouse, etc.; an output section 607 including a cathode ray tube (CRT), a liquid crystal display (LCD), etc., and a speaker, etc.; a storage section 608 including a hard disk, etc.; and a communication section 609 including a network interface card such as a LAN card, a modem, etc. The communication section 609 performs communication processing via a network such as the Internet. A drive 610 is also connected to the I / O interface 605 as needed. A removable medium 611, such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, etc., is installed on the drive 610 as needed, so that a computer program read therefrom is installed as needed as the storage section 608.

[0162] In particular, according to an embodiment of the present invention, the process described above with reference to the flowchart can be implemented as a computer software program. For example, an embodiment of the present invention includes a computer-readable storage medium having a computer program stored thereon, which implements the steps of the above-mentioned business processing method when executed by a processor.

[0163] In such an embodiment, the computer program may be downloaded and installed from a network via the communication section 609 , and / or installed from the removable medium 611 .

[0164] Computer readable media include permanent and non-permanent, removable and non-removable media that can be implemented by any method or technology to store information. Information can be computer readable instructions, data structures, program modules or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory technology, compact disk read-only memory (CD-ROM), digital versatile disk (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices or any other non-transmission media that can be used to store information that can be accessed by a computing device. As defined herein, computer readable media does not include temporary computer readable media (transitory media), such as modulated data signals and carrier waves.

[0165] For the convenience of description, the above device is described in various units according to their functions. Of course, when implementing the present application, the functions of each unit can be implemented in the same or multiple software and / or hardware.

[0166] The present invention is described with reference to flowcharts and / or block diagrams of methods, devices (systems), and computer program products according to embodiments of the present invention. It should be understood that each process and / or block in the flowchart and / or block diagram, as well as the combination of processes and / or blocks 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 processes in the flowchart and / or block diagram. 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.

[0167] These computer program instructions may also be stored in a computer-readable memory capable of directing a computer or other programmable data processing device to operate 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 A function specified in one or more boxes.

[0168] These computer program instructions can also be loaded onto a computer or other programmable data processing device so that a series of operating steps are executed on the computer or other programmable device to produce a computer-implemented process, thereby providing instructions 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.

[0169] It should also be noted that the terms "include", "comprises" or any other variations thereof are intended to cover non-exclusive inclusion, so that a process, method, commodity or device including a series of elements includes not only those elements, but also other elements not explicitly listed, or also includes elements inherent to such process, method, commodity or device. In the absence of more restrictions, the elements defined by the sentence "comprises a ..." do not exclude the existence of other identical elements in the process, method, commodity or device including the elements.

[0170] Those skilled in the art will appreciate that the embodiments of the present application may be provided as methods, systems or computer program products. Therefore, the present application may 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 may adopt the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) that contain computer-usable program code.

[0171] The present application may be described in the general context of computer-executable instructions executed by a computer, such as program modules. Generally, program modules include routines, programs, objects, components, data structures, etc. that perform specific tasks or implement specific abstract data types. The present application may also be practiced in distributed computing environments where tasks are performed by remote processing devices connected through a communication network. In a distributed computing environment, program modules may be located in local and remote computer storage media, including storage devices.

[0172] Each embodiment in this specification is described in a progressive manner, and the same or similar parts between the embodiments can be referred to each other, and each embodiment focuses on the differences from other embodiments. In particular, for the system embodiment, since it is basically similar to the method embodiment, the description is relatively simple, and the relevant parts can be referred to the partial description of the method embodiment.

[0173] The above is only an embodiment of the present application and is not intended to limit the present application. For those skilled in the art, the present application may have various changes and variations. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present application should be included in the scope of the claims of the present application.

Claims

1. A business processing method, characterized in that: include: Obtaining a business instruction sent by a client, wherein the business instruction includes: business data and a business flag, wherein the business flag includes: business handling and business consultation; According to the type of the business mark, executing a business handling process or a business consulting process based on the business data; The client includes a business processing interface, which includes: business input items, business buttons, question input items and question buttons; If the user is conducting business and has no questions, the business function is triggered through the business input item or the business button, and a business instruction containing business processing data and a business processing mark is generated and sent to the server; if the user has questions, a business instruction containing business consulting data and a business consulting mark is generated by triggering the Q&A button or entering a question in the question input item.

2. The service processing method according to claim 1, characterized in that: The executing of a business handling process or a business consulting process based on the business data according to the type of the business identifier includes: When the service flag is service handling, executing the service handling process based on the service data; When the business flag is business consultation, the business consultation process is executed based on the business data.

3. The service processing method according to claim 2, characterized in that: The business data includes: business number, process number and business input items; The executing of the business handling process based on the business data includes: Retrieving a corresponding granular function group in a pre-established function library according to the service number, wherein the granular function group is composed of a plurality of sequentially arranged granular functions, and the handling process of the corresponding service is completed by executing the granular functions in sequence; Matching the corresponding granule function in the retrieved granule function group according to the process number; Processing the business input item according to the matched granular function to obtain the current business processing result; The business handling result or business feedback information corresponding to the business handling result is fed back to the client.

4. The service processing method according to claim 3, characterized in that: The executing of the business handling process based on the business data also includes: Verifying the business input items; If the verification fails, the verification failure result is fed back to the client.

5. The service processing method according to claim 3, characterized in that: The business data also includes: a start identifier, which is used to identify whether the current business is the beginning or end of a business process; The executing of the business handling process based on the business data also includes: If the start identifier is the start of a business, a cache object is created in the cache, and data of the subsequent process of the business is cached in the cache object; If the start mark is the end of the service, the data cached in the cache object is uploaded to the core service system, and the cache object is cleared from the cache.

6. The service processing method according to claim 2, characterized in that: The business data includes: business consultation information, and the executing the business consultation process based on the business data includes: Retrieving corresponding questions from a pre-established consultation database according to the business consultation information; Obtain corresponding answers or related answers based on the retrieved questions; The answer or the associated answer is fed back to the client.

7. The service processing method according to claim 6, characterized in that: The executing of the business consultation process based on the business data further includes: Verifying the business consulting information; If the verification fails, the verification failure result is fed back to the client.

8. A service processing device, characterized in that: include: A business instruction acquisition module is used to acquire business instructions sent by a client, wherein the business instructions include business data and business flags, and the business flags include business handling and business consultation. A business process selection and execution module executes a business handling process or a business consulting process based on the business data according to the type of the business mark; The client includes a business processing interface, which includes: business input items, business buttons, question input items and question buttons; If the user is conducting business and has no questions, the business function is triggered through the business input item or the business button, and a business instruction containing business processing data and a business processing mark is generated and sent to the server; if the user has questions, a business instruction containing business consulting data and a business consulting mark is generated by triggering the Q&A button or entering a question in the question input item.

9. An electronic device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, characterized in that: When the processor executes the program, the steps of the business processing method according to any one of claims 1 to 7 are implemented.

10. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the steps of the business processing method described in any one of claims 1 to 7 are implemented.

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