Business processing efficiency determination method, device, electronic device and readable storage medium

Abstract

The present disclosure provides a method for determining business processing efficiency, including: determining the business type of a business to be processed; determining a business processing time threshold based on the business type; determining the business processing time of a target object to process the business; and determining the processing efficiency of the business based on the business processing time and the business processing time threshold. The present disclosure also provides a business processing efficiency determination device, an electronic device, a readable storage medium, and a computer program product.

Description

Technical Field

[0001] The present disclosure relates to the financial field, the computer technology field or the big data field, and more specifically, to a method, device, electronic device, readable storage medium and computer program product for determining business processing efficiency. Background Art

[0002] A business outlet refers to a business location where customers are provided with relevant services. When the salespersons in the business outlets provide services to customers, the business processing time is often too long and the business processing efficiency is low, which will reduce the overall business processing efficiency of the business outlets, increase the waiting time for customers, and reduce the experience of customers in the business processing process. In the face of the above-mentioned low business processing efficiency problem, the relevant technology usually adopts professional training for salespersons to improve their business processing efficiency.

[0003] In the process of realizing the concept of the present disclosure, the inventors found that there are at least the following problems in the related technology: the salesperson needs to handle a large number of complicated businesses every day, and it is impossible to accurately quantify the reasons for the low efficiency of the salesperson in handling specific businesses. Summary of the invention

[0004] In view of this, the present disclosure provides a method, device, electronic device, readable storage medium and computer program product for determining business processing efficiency.

[0005] One aspect of the present disclosure provides a method for determining business processing efficiency, including:

[0006] Determine the type of business to be handled;

[0007] Based on the above business types, determine the business processing time threshold;

[0008] Determine the business processing time for the target object to handle the above business; and

[0009] Based on the business processing time and the business processing time threshold, a processing efficiency of the business is determined.

[0010] According to an embodiment of the present disclosure, the determining of the service processing time threshold based on the service type includes:

[0011] Based on the business category, obtaining historical business processing time of each of the plurality of objects for the business category; and

[0012] The business processing time threshold is determined based on the historical business processing time of each of the multiple objects for the business of the business category.

[0013] According to an embodiment of the present disclosure, the determining of the service processing time threshold based on the service type includes:

[0014] Based on the business type, obtaining the historical business processing time of the target object for multiple businesses of the business type;

[0015] The business processing time threshold is determined based on the historical business processing time of the target object for the plurality of businesses of the business category.

[0016] According to an embodiment of the present disclosure, the determining of the processing efficiency of the service based on the service processing time and the service processing time threshold includes:

[0017] In a case where the business processing time is greater than the business processing time threshold, determining that the processing efficiency of the business is abnormal;

[0018] In the case where it is determined that the processing efficiency of the above-mentioned service is abnormal, identifying the identity information of the target user who processes the above-mentioned service;

[0019] Determine the attribute characteristic information of the target user based on the identity identification information of the target user, so as to determine the service processing status based on the attribute characteristic information of the target user; and

[0020] When the business processing time is less than or equal to the business processing time threshold, it is determined that the processing efficiency of the business is normal.

[0021] According to an embodiment of the present disclosure, the method for determining business processing efficiency further includes:

[0022] When it is determined that the processing efficiency of the above business is normal, identifying the start time and end time of processing the above business;

[0023] Based on the above start time and end time, identify the image information of the target user for processing the above service;

[0024] Determine the target user's stay time based on the target user's image information;

[0025] Determine the processing status of the above-mentioned business based on the stay time of the above-mentioned target user;

[0026] When the target user's stay time is less than or equal to a preset stay threshold, determining that the processing status of the service is normal;

[0027] When the target user's stay time is greater than the preset stay threshold, it is determined that the processing status of the service is abnormal.

[0028] According to an embodiment of the present disclosure, the method for determining business processing efficiency further includes:

[0029] If the processing efficiency of the above business is determined to be normal, determine the interval time between handling the next business and the above business;

[0030] Based on the above interval time, determine the processing status of the above business;

[0031] When the interval time is less than or equal to the preset interval time threshold, determining that the processing status of the service is normal;

[0032] When the interval time is greater than the preset interval time threshold, it is determined that the processing status of the service is abnormal.

[0033] According to an embodiment of the present disclosure, the above-mentioned determination of the service type of the service to be processed includes:

[0034] Obtain business information of the business being processed;

[0035] Based on the above business information, the business type of the above business is determined.

[0036] According to an embodiment of the present disclosure, the above-mentioned determination of the service type of the service to be processed includes:

[0037] Obtain business information of businesses within a preset historical time period;

[0038] Based on the above business information, the business type of the above business is determined.

[0039] Another aspect of the present disclosure provides a device for determining business processing efficiency, including:

[0040] A first acquisition module is used to determine the business type of the business to be processed;

[0041] A first determination module, used to determine a service processing time threshold based on the above service type;

[0042] The second acquisition module is used to determine the business processing time of the target object to process the above business;

[0043] The second determination module is used to determine the processing efficiency of the above-mentioned business based on the above-mentioned business processing time and the above-mentioned business processing time threshold.

[0044] Another aspect of the present disclosure provides an electronic device, comprising:

[0045] one or more processors;

[0046] a memory for storing one or more programs,

[0047] When the one or more programs are executed by the one or more processors, the one or more processors implement the method.

[0048] Another aspect of the present disclosure provides a computer-readable storage medium storing computer-executable instructions, which are used to implement the above method when executed.

[0049] Another aspect of the present disclosure provides a computer program product, the computer program product comprising computer executable instructions, and the instructions are used to implement the above method when executed.

[0050] According to the embodiments of the present disclosure, a method for determining business processing efficiency is adopted, including: determining the business type of the business to be processed; determining the business processing time threshold based on the business type; determining the business processing time of the target object to process the business; and determining the processing efficiency of the business based on the business processing time and the business processing time threshold. Since different business types are processed through different processing times, determining the business processing time threshold based on the business type can effectively determine the business processing level of processing different types of business, at least partially overcomes the technical problem of being unable to accurately quantify the reasons for the low efficiency of the business operator in processing specific business, thereby achieving the technical effect of being able to evaluate the business processing efficiency of the business operator. BRIEF DESCRIPTION OF THE DRAWINGS

[0051] The above and other objects, features and advantages of the present disclosure will become more apparent through the following description of the embodiments of the present disclosure with reference to the accompanying drawings, in which:

[0052] Figure 1 The application scenario diagram of the business processing efficiency determination method and device according to the embodiment of the present disclosure is schematically shown.

[0053] Figure 2 A flowchart of a method for determining business processing efficiency according to an embodiment of the present disclosure is schematically shown;

[0054] Figure 3 A flowchart schematically illustrates determining the processing efficiency of a service based on the service processing time and the service processing time threshold according to an embodiment of the present disclosure;

[0055] Figure 4 A flowchart of a method for determining business processing efficiency according to an embodiment of the present disclosure is schematically shown;

[0056] Figure 5 A flowchart of a method for determining business processing efficiency according to an embodiment of the present disclosure is schematically shown;

[0057] Figure 6 The schematic diagram shows an application scenario when the processing status of a business being processed is abnormal according to an embodiment of the present disclosure;

[0058] Figure 7The schematic diagram shows an application scenario when the processing status of a business being processed is abnormal according to an embodiment of the present disclosure;

[0059] Figure 8 A structural block diagram schematically shows a device for determining business processing efficiency according to an embodiment of the present disclosure; and

[0060] Fig. 9 A block diagram of an electronic device suitable for implementing a method for determining business processing efficiency according to an embodiment of the present disclosure is schematically shown. DETAILED DESCRIPTION

[0061] Hereinafter, embodiments of the present disclosure will be described with reference to the accompanying drawings. However, it should be understood that these descriptions are exemplary only and are not intended to limit the scope of the present disclosure. In the following detailed description, for ease of explanation, many specific details are set forth to provide a comprehensive understanding of the embodiments of the present disclosure. However, it is apparent that one or more embodiments may also be implemented without these specific details. In addition, in the following description, descriptions of known structures and technologies are omitted to avoid unnecessary confusion of the concepts of the present disclosure.

[0062] The terms used herein are only for describing specific embodiments and are not intended to limit the present disclosure. The terms "comprise", "include", etc. used herein indicate the existence of features, steps, operations and / or components, but do not exclude the existence or addition of one or more other features, steps, operations or components.

[0063] All terms (including technical and scientific terms) used herein have the meanings commonly understood by those skilled in the art, unless otherwise defined. It should be noted that the terms used herein should be interpreted as having a meaning consistent with the context of this specification, and should not be interpreted in an idealized or overly rigid manner.

[0064] In the case of using expressions such as "at least one of A, B, and C, etc.", it should generally be interpreted in accordance with the meaning of the expression generally understood by those skilled in the art (for example, "a system having at least one of A, B, and C" should include but is not limited to a system having A alone, B alone, C alone, A and B, A and C, B and C, and / or A, B, C, etc.). In the case of using expressions such as "at least one of A, B, or C, etc.", it should generally be interpreted in accordance with the meaning of the expression generally understood by those skilled in the art (for example, "a system having at least one of A, B, or C" should include but is not limited to a system having A alone, B alone, C alone, A and B, A and C, B and C, and / or A, B, C, etc.).

[0065] In the related art, when the salesperson handles business for the customer, the business processing time is often too long and the business processing efficiency is low, which will reduce the overall business processing efficiency of the business outlets, increase the waiting time of customers in queues, and reduce the customer experience of the business processing process. In the face of the above-mentioned problem of low business processing efficiency, the related art usually adopts professional training for salespersons to improve the business processing efficiency of salespersons. However, the inventor found that there are at least the following problems in the related art: there are many types of business that the salesperson needs to handle, and it is impossible to determine which types of business the salesperson handles with low efficiency. At the same time, the related art does not consider whether it is because the customer has many doubts about a certain type of business and needs to consult the salesperson about this type of business, which leads to a longer business processing time when the customer handles this type of business.

[0066] In order to at least partially solve the technical problems existing in the related technologies, the present disclosure provides a method for determining business processing efficiency, which can be applied to the financial field, the computer technology field or the big data field. For example, the business processing efficiency determination method is applied in bank branches to improve the business processing efficiency of sales staff. It can also be used in any field other than the financial field, the computer technology field or the big data field. The application field of the method, device and electronic device provided in the embodiments of the present disclosure is not limited.

[0067] In the technical solution disclosed in the present invention, the acquisition, storage and application of user personal information involved are in compliance with the provisions of relevant laws and regulations, necessary confidentiality measures are taken, and do not violate public order and good morals.

[0068] An embodiment of the present disclosure provides a method for determining business processing efficiency, including:

[0069] Determine the type of business to be processed; determine a business processing time threshold based on the business type; determine the business processing time for the target object to process the business; and determine the processing efficiency of the business based on the business processing time and the business processing time threshold.

[0070] Since different types of business are handled through different processing times, determining the business processing time threshold based on the business type can effectively determine the business processing level for handling different types of business, at least partially overcoming the technical problem of being unable to accurately quantify the reasons for the low efficiency of sales staff in handling specific business, thereby achieving the technical effect of evaluating the business processing efficiency of sales staff.

[0071] Figure 1 The following schematically shows an application scenario diagram of the method and device for determining business processing efficiency according to an embodiment of the present disclosure. It should be noted that: Figure 1What is shown is merely an example of a system architecture to which the embodiments of the present disclosure can be applied, in order to help those skilled in the art understand the technical content of the present disclosure, but it does not mean that the embodiments of the present disclosure cannot be used in other devices, systems, environments or scenarios.

[0072] like Figure 1 As shown, the system architecture 100 according to this embodiment may include terminal devices 101, 102, 103, a network 104 and a server 105. The network 104 is used to provide a medium for communication links between the terminal devices 101, 102, 103 and the server 105. The network 104 may include various connection types, such as wired and / or wireless communication links, etc.

[0073] Users can use terminal devices 101, 102, 103 to interact with server 105 through network 104 to receive or send messages, etc. Various communication client applications can be installed on terminal devices 101, 102, 103, such as video data processing applications, web browser applications, search applications, instant messaging tools, email clients and / or social platform software, etc. (only as examples).

[0074] The terminal devices 101 , 102 , and 103 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop computers, and desktop computers.

[0075] The server 105 may be a server that provides various services, such as a background management server (only an example) that provides support for websites browsed by users using the terminal devices 101, 102, and 103. The background management server may analyze and process the cooking video data received such as user requests, and feed back the processing results (such as web pages, information, or data obtained or generated according to user requests) to the terminal device.

[0076] It should be noted that the business processing efficiency determination method provided in the embodiment of the present disclosure can generally be executed by the server 105. Accordingly, the business processing efficiency determination device provided in the embodiment of the present disclosure can generally be set in the server 105. The business processing efficiency determination method provided in the embodiment of the present disclosure can also be executed by a server or server cluster that is different from the server 105 and can communicate with the terminal devices 101, 102, 103 and / or the server 105. Correspondingly, the business processing efficiency determination device provided in the embodiment of the present disclosure can also be set in a server or server cluster that is different from the server 105 and can communicate with the terminal devices 101, 102, 103 and / or the server 105. Alternatively, the business processing efficiency determination method provided in the embodiment of the present disclosure can also be executed by the terminal devices 101, 102, or 103, or can also be executed by other terminal devices different from the terminal devices 101, 102, or 103. Correspondingly, the service processing efficiency determination device provided in the embodiment of the present disclosure may also be arranged in the terminal device 101 , 102 , or 103 , or in other terminal devices different from the terminal device 101 , 102 , or 103 .

[0077] For example, the relevant information of the processed business may be originally stored in any one of the terminal devices 101, 102, or 103 (for example, the terminal device 101, but not limited thereto), or stored in an external storage device and may be imported into the terminal device 101. Then, the terminal device 101 may send the processing efficiency data of the business to be determined to other servers or server clusters, and the other servers or server clusters that receive the processing efficiency data of the business to be determined may execute the business processing efficiency determination method provided by the embodiment of the present disclosure.

[0078] It should be understood that Figure 1 The number of terminal devices, networks and servers in the embodiment is only for illustration. Any number of terminal devices, networks and servers may be provided according to the implementation requirements.

[0079] Figure 2 The flowchart of the method for determining business processing efficiency according to an embodiment of the present disclosure is schematically shown.

[0080] like Figure 2 As shown, the method for determining business processing efficiency of this embodiment includes operations S201 to S204.

[0081] In operation S201, a service type of a processing service is determined.

[0082] According to the embodiments of the present disclosure, the types of business may include, for example, deposit business, withdrawal business, bank card processing business, loan business, financial product purchase business, etc., but are not limited thereto, and may also include other types of business that customers need to handle in business outlets.

[0083] According to the embodiment of the present disclosure, the business outlets may be financial outlets, such as banks and financial management companies, but are not limited thereto, and other service places such as shopping malls, hospitals, airports, etc. are also applicable.

[0084] In operation S202, a service processing time threshold is determined based on the service type.

[0085] According to an embodiment of the present disclosure, the service processing time threshold may be a preset time length, such as 10 minutes, 20 minutes, etc. The service processing time threshold may vary according to different service types and different service processing objects. In an embodiment of the present disclosure, the service processing time threshold may be an average threshold of the processing time of services of the same service type in the field. The service processing time threshold may be used to judge whether the service is in good condition or not.

[0086] In operation S203, the business processing time of the target object processing the business is determined.

[0087] According to an embodiment of the present disclosure, the target object may be a salesperson at a business outlet, or a person handling business at other locations.

[0088] According to an embodiment of the present disclosure, the business processing time may be the business processing time of a historical business that has been processed by the target object, or may be the business processing time of a business that is being processed by the target object.

[0089] According to an embodiment of the present disclosure, the business processing time of the historical business that has been processed can be obtained by querying the business processing time in the business processing information in the system.

[0090] In operation S204, based on the service processing time and the service processing time threshold, the service processing efficiency is determined.

[0091] According to the embodiments of the present disclosure, for the same type of business, the business processing time of the target object can be compared with the business processing time threshold, and the business processing time threshold of business personnel of the same level in the field can be used as the judgment standard for the efficiency of processing business by a single target object. The comparison is quantifiable, quick and convenient.

[0092] The following is combined with specific embodiments and reference Figures 3 to 7 , for example Figure 2 The method is further described.

[0093] According to an embodiment of the present disclosure, the service type of the processing service may be determined through the following operations.

[0094] For example, business information of a business being processed is obtained; based on the business information, the business type of the business is determined.

[0095] According to the embodiments of the present disclosure, the business information of the business being processed in the business system can be obtained, such as the specific business content being processed. However, it is not limited to this, and the business information can also be the start time of the business processing, the identity information of the processing user, etc. As long as it is business information about the business that needs to be recorded in the business system, it can be business information.

[0096] According to the embodiments of the present disclosure, based on the business information, the specific business content being processed can be learned, and based on the specific business content, the specific business category can be determined.

[0097] By using the business processing efficiency determination method provided by the embodiment of the present disclosure, the business processing efficiency of the business being processed can be tracked and confirmed in real time, which is real-time and reliable.

[0098] According to the embodiments of the present disclosure, the business information of the business in process can be obtained through the business processing efficiency determination method in the embodiments of the present disclosure, and the business information can be used to determine the business type of the business in process, such as loan business. The business processing time threshold of the loan business is determined by the average value of the business processing time of all salesmen in the same business outlet to handle the loan business. The business processing time of salesman A in handling the loan business is determined, and the business processing time is compared with the business processing time threshold, and the business processing efficiency of salesman A in handling the loan business is determined based on the comparison result. However, it is not limited to this. The business processing efficiency determination method in the embodiments of the present disclosure can also determine the business processing efficiency set of N salesmen in handling loan business, and increase or decrease the number of salesmen in the business outlet according to the business processing efficiency set to meet the needs of customers for handling business.

[0099] According to an embodiment of the present disclosure, determining the service type of the service to be processed includes:

[0100] Obtain business information of the business within a preset historical time period; based on the business information, determine the business type of the business.

[0101] According to an embodiment of the present disclosure, the preset historical time period may be, for example, 3 days ago, 1 month ago, or 1 natural year ago.

[0102] According to the embodiments of the present disclosure, the business type of each of the multiple businesses of the salesperson A in the historical time period can be determined by obtaining the business information of the business in the preset historical time period, and the business processing efficiency determination method in the above embodiment can be used to determine the business processing efficiency of each business handled by the salesperson A in the historical time period, and business training for specific businesses or incentive measures for the business processing efficiency of multiple businesses can be provided to the salesperson A according to the determined results. According to the embodiments of the present disclosure, the business types of N salespeople in the preset historical time period can also be determined by the same business processing efficiency determination method, and the business processing efficiency of each of the multiple salespeople can be determined respectively.

[0103] According to an embodiment of the present disclosure, determining a service processing time threshold based on the service type may further include the following operations.

[0104] For example, based on the business category, the historical business processing time of each of the multiple objects for the business category is obtained; based on the historical business processing time of each of the multiple objects for the business category, the business processing time threshold is determined.

[0105] According to an embodiment of the present disclosure, the multiple objects may be multiple salesmen in the same industry field, or multiple salesmen in the same network point.

[0106] According to an embodiment of the present disclosure, the historical business processing time of each of the multiple objects for a business type may be a historical record of the business processing time of each of the multiple objects processing a business of the same business type. It should be noted that the historical business processing time of each object may be an average of the historical business processing time of processing multiple businesses.

[0107] The historical business processing time provided by the embodiment of the present disclosure can be obtained by retrieving the historical records and performing simple calculations, and the acquisition method is simple and easy.

[0108] According to an embodiment of the present disclosure, the business processing time threshold may be an average value of the historical business processing time of each of the multiple objects, or may be a range value set based on the average value of the historical business processing time of each of the multiple objects. For example, the business processing time threshold is greater than the difference between the average value of the historical business processing time and a preset deviation value, and the business processing time threshold is less than the sum of the average value of the historical business processing time and a preset deviation value.

[0109] According to the embodiments of the present disclosure, the business processing time threshold is determined based on the historical business processing time of multiple objects for the same business type. Not only is the data acquisition method simple, but the object to be evaluated is compared with the average business processing level of other objects in the field or the network point, which is universal and easy to quantify.

[0110] According to other embodiments of the present disclosure, determining the service processing time threshold based on the service type may further include the following operations.

[0111] For example, based on the business type, the historical business processing time of the target object for multiple businesses of the business type is obtained; based on the historical business processing time of the target object for multiple businesses of the business type, the business processing time threshold is determined.

[0112] According to an embodiment of the present disclosure, the target object may be a salesperson whose business processing efficiency is to be evaluated.

[0113] According to an embodiment of the present disclosure, the historical service processing time of the target object for multiple services of a service category may be a historical record of multiple processing times of the target object processing services of the same service category.

[0114] The historical business processing time provided by the embodiment of the present disclosure can be obtained by retrieving the historical records, and the acquisition method is simple and easy.

[0115] According to an embodiment of the present disclosure, the business processing time threshold may be the average value of the historical business processing time of the target object, or may be a range value set based on the average value of the historical business processing time. For example, the business processing time threshold is greater than the difference between the average value of the historical business processing time and a preset deviation value, and the business processing time threshold is less than the sum of the average value of the historical business processing time and a preset deviation value.

[0116] According to an embodiment of the present disclosure, a business processing time threshold is determined based on the historical business processing time of a target object for multiple businesses of a business type. Not only is the data acquisition method simple, but the current business processing efficiency and working status of the target object are compared with the historical business processing efficiency and working status of the target object, which is targeted and easy to quantify.

[0117] Figure 3 The flowchart schematically shows a flow chart of determining the processing efficiency of a service based on the service processing time and the service processing time threshold according to an embodiment of the present disclosure.

[0118] like Figure 3 As shown, the method for determining the processing efficiency of a service based on the service processing time and the service processing time threshold in this embodiment includes operations S301 to S304.

[0119] In operation S301, when the service processing time is greater than the service processing time threshold, it is determined that the processing efficiency of the service is abnormal.

[0120] According to an embodiment of the present disclosure, the service processing time may be the time of the service being processed, or the time of the service being processed in the past.

[0121] According to an embodiment of the present disclosure, the service processing time of the service being processed may be determined by the status of the service being processed in the system for processing the service.

[0122] According to an embodiment of the present disclosure, the business processing time of a historically processed business can be obtained by acquiring business history records.

[0123] According to an embodiment of the present disclosure, when the service processing time is greater than the service processing time threshold, it indicates that the service processing efficiency is low, which is lower than the normal service processing level.

[0124] In operation S302, when it is determined that the processing efficiency of the service is abnormal, the identity information of the target user who processes the service is identified.

[0125] According to an embodiment of the present disclosure, the identity information of the target user may be unique identification information used to characterize the user's identity.

[0126] According to an embodiment of the present disclosure, the identity information of the customer (ie, target user) who handles the business can be determined in the system by acquiring business records.

[0127] According to an optional embodiment of the present disclosure, the identity information of the target user can also be identified by retrieving data from the image and video information within the time period through face recognition, object recognition, etc. However, this is not limited to this, and the identity information of the target user can also be identified and processed through any one or more combinations of fingerprint recognition or iris recognition.

[0128] In operation S303, attribute feature information of the target user is determined based on the identity information of the target user, so as to determine the service processing state based on the attribute feature information of the target user.

[0129] According to an embodiment of the present disclosure, the attribute feature information of the target user may include, for example, contact information of the target user, such as a telephone number, a mailing address, an email address, and the like.

[0130] In operation S304, when the service processing time is less than or equal to the service processing time threshold, it is determined that the processing efficiency of the service is normal.

[0131] After determining the attribute characteristic information of the target user, the target user can be contacted through the attribute characteristic information, and services can be provided to the target user based on the type of business handled by the target user. For example, business information such as detailed introduction of the relevant business can be provided to the target user through telephone communication, email, etc. The target user can also be contacted through the attribute characteristic information, and an apology can be made to the target user for the abnormal processing efficiency of the business, so as to appease the target user's emotions, thereby obtaining the target user's understanding and avoiding user complaints.

[0132] Figure 4 The flowchart of the method for determining business processing efficiency according to an embodiment of the present disclosure is schematically shown.

[0133] like Figure 4 As shown, the service processing efficiency determination method of this embodiment may include operations S401 to S406, and the service processing efficiency determination method may be executed by a terminal device or a server.

[0134] In operation S401, when it is determined that the processing efficiency of the service is normal, the start time and the end time of processing the service are identified.

[0135] According to the embodiments of the present disclosure, when it is determined that the processing efficiency of a service is normal, there may be a problem that the target user stays at the service counter due to service consultation or service complaint, resulting in the salesperson being unable to perform subsequent service processing.

[0136] According to an embodiment of the present disclosure, the service processing time may be determined by identifying the start time and the end time of the service.

[0137] According to an embodiment of the present disclosure, the start time and the end time of processing a service may be identified by the service processing system.

[0138] According to the embodiments of the present disclosure, the start time and the end time of a business being processed can be identified, and the start time and the end time of a business within a preset historical time period can also be identified.

[0139] In operation S402, image information of a target user for processing a service is identified based on a start time and an end time.

[0140] According to the embodiments of the present disclosure, the image information collected during the period of time may be identified and processed by a face recognition model, so as to analyze and identify image information of the target user in the image information set.

[0141] According to an embodiment of the present disclosure, the image information set may be directly acquired by a camera device, but is not limited thereto, and may also be a video consisting of multiple video frames acquired by a camera device.

[0142] In operation S403, based on the image information of the target user, the stay time of the target user is determined.

[0143] According to an embodiment of the present disclosure, the target user may be a user who is currently handling a service, or may be a user who has handled a service within a historical preset time.

[0144] According to an embodiment of the present disclosure, based on the image information of the target user obtained through identification, the image information of the target user that appears last is determined, thereby determining the stay time of the target user.

[0145] According to the embodiments of the present disclosure, after handling a business, the user usually consults the salesperson about the relevant information of the business, so after the business processing is completed, the user will continue to stay in the business processing area (such as the business processing window) due to consulting the business information. The target user's stay time can be the time from the end of the business processing to the time before the target user leaves the business processing area.

[0146] According to an embodiment of the present disclosure, the stay time of the target user may be the current stay time of the target user when the service is being processed, or may be the historical stay time of the target user within a preset historical time period.

[0147] In operation S404, the processing status of the service is determined based on the residence time of the target user.

[0148] According to an embodiment of the present disclosure, when the target user's stay time is the current stay time, the current processing state of the service can be determined based on the current stay time. When the target user's stay time is the historical stay time, the historical processing state of the service can be determined based on the historical stay time.

[0149] In operation S405, when the residence time of the target user is less than or equal to the preset residence threshold, it is determined that the processing state of the service is normal.

[0150] According to an embodiment of the present disclosure, the preset stay threshold may be different according to different business types, or may be different according to attribute characteristic information of different target users. In an embodiment of the present disclosure, the preset stay threshold may be an average threshold of the stay time of businesses of the same business type in the field.

[0151] In operation S406, when the stay time of the target user is greater than the preset stay threshold, it is determined that the processing state of the service is abnormal.

[0152] According to an embodiment of the present disclosure, the preset stay threshold can be set by relevant personnel according to actual needs, for example, it can be set to 5 minutes, 10 minutes, etc. Or the preset stay threshold can also be determined based on a set of stay times of multiple customers handling services of the same type of business, for example, the preset stay threshold is set to the average value, median, etc. of the stay time set.

[0153] According to the embodiments of the present disclosure, when the business processing efficiency is normal, the abnormal business processing status is determined by the target user's stay time being greater than the preset threshold, which can be used to determine that the target user has doubts about the business information and the stay time is greater than the preset threshold due to consulting related business information. However, it is not limited to this, and it can also be used to determine whether the target user is satisfied with the salesperson's business handling method and attitude, whether he is making a complaint, etc.

[0154] According to the business processing efficiency determination method of the embodiment of the present disclosure, not only the business processing efficiency of the salesperson can be determined, but also the attitude and manner of the salesperson in handling business can be judged.

[0155] Figure 5 The flowchart of the method for determining business processing efficiency according to an embodiment of the present disclosure is schematically shown.

[0156] like Figure 5 As shown, the service processing efficiency determination method of this embodiment may include operations S501 to S504, and the service processing efficiency determination method may be executed by a terminal device or a server.

[0157] In operation 501, when it is determined that the processing efficiency of the business is normal, the interval time between the next business is determined.

[0158] According to an embodiment of the present disclosure, the end time of the first service can be determined by the service processing software, and the start time of the second service can be determined, and the interval time is the duration between the end time and the start time.

[0159] According to the embodiments of the present disclosure, for example, the interval time of the services being processed may be determined, and the interval time of any time within a preset historical time period may also be determined.

[0160] In operation 502, a processing status of a transaction is determined based on the interval time.

[0161] In operation 503, when the interval time is less than or equal to the preset interval time threshold, it is determined that the processing status of the service is normal.

[0162] According to an embodiment of the present disclosure, the preset interval time threshold may be different according to different service types, or may be different according to attribute characteristic information of different target users. In an embodiment of the present disclosure, the preset interval time threshold may be an average threshold of the interval time of processing services of the same service type in the field.

[0163] In operation 504, when the interval time is greater than a preset interval time threshold, it is determined that the processing state of the service is abnormal.

[0164] According to the embodiments of the present disclosure, since users in business outlets usually need to queue up to handle business, when user A leaves the business handling area, user B will enter the business handling area to start handling business. A device for collecting image information can be set in the business outlet, and the target user in the image information can be used to determine the interval time, but it is not limited to this. The interval time can also be determined by the business handling records in the business system.

[0165] According to the embodiment of the present disclosure, when the business processing efficiency is normal, the abnormal business processing status is determined by the target user's stay time being greater than the preset threshold, which can be used to determine that the target user has doubts about the business information, and the stay time is greater than the preset threshold due to consulting related business information. According to the business processing efficiency determination method of the embodiment of the present disclosure, the target user who has doubts about the business information can be determined. However, it is not limited to this, and it can also be used to determine whether the target user is satisfied with the salesperson's business handling method and attitude, whether he is making a complaint, etc.

[0166] According to the business processing efficiency determination method of the embodiment of the present disclosure, not only the business processing efficiency of the salesperson can be determined, but also the attitude and manner of the salesperson in handling business can be judged.

[0167] Figure 6 The figure schematically shows an application scenario diagram when the processing status of a business being processed is abnormal according to an embodiment of the present disclosure.

[0168] According to an embodiment of the present disclosure, salesperson 601A can represent a salesperson who is handling business, salesperson 601B can represent a salesperson who is in an idle state (such as an account manager in a business outlet), user 602A can represent a user who is handling business, and user 602B can represent a user who is waiting to handle business.

[0169] like Figure 6As shown, after the salesperson 602A has finished processing the business in the process, the user 602A still has questions about the relevant information of the business, and needs to stay in the business processing area to consult the salesperson 602A for relevant information. When it is determined that the stay time of the user 602A is greater than the preset stay threshold, it can be determined that the business status of the business currently being processed is abnormal, and the salesperson 601B is sent a prompt message that the processing status of the business is abnormal. At this time, the salesperson 601B can introduce the user 602A to the business consultation area according to the prompt information, and answer the questions of the user 602A. Thus, the user 602B waiting for business to be processed enters the business processing area from the waiting area to process the business, avoiding the user 602B and other users waiting for business to be processed (not shown in the figure) waiting too long.

[0170] Figure 7 The figure schematically shows an application scenario diagram when the processing status of a business being processed is abnormal according to an embodiment of the present disclosure.

[0171] According to an embodiment of the present disclosure, salesperson 702 may represent a salesperson who provides consulting information to a user, and salesperson 703 may represent a user who has doubts about the business.

[0172] According to the embodiments of the present disclosure, Figure 7 As shown, when it is obtained that the user 703 stayed longer than the preset stay threshold or the interval time was longer than the preset interval time threshold when handling the loan business 3 days ago, the server side 701 can determine that the processing status of the business is abnormal, and the server side 701 can send business information about the loan business to the user 703, thereby eliminating the user 703's doubts.

[0173] In addition, when the server 701 obtains that the user 703's stay time for handling loan business 3 days ago is greater than the preset stay threshold, or the interval time is greater than the preset interval time threshold, it can also send a prompt message that the business processing status is abnormal to the salesperson 702. The salesperson 702 can contact the user 703 by phone according to the prompt message, and answer the business questions of the user 703, thereby improving the customer experience of the user 703. In addition, the actual business needs of the user 703 can be understood based on the business questions of the user 703, and relevant products that meet the business needs can be provided to the user 703 on the basis of fully understanding the business needs of the user 703, thereby meeting the user's needs and increasing operating income.

[0174] Based on the above-mentioned method for determining business processing efficiency, the present disclosure also provides a device for determining business processing efficiency. Figure 8 The device is described in detail.

[0175] Figure 8The structural block diagram of the business processing efficiency determination device according to an embodiment of the present disclosure is schematically shown.

[0176] like Figure 8 As shown, the business processing efficiency determination device 800 of this embodiment includes a first acquisition module 801 , a first determination module 802 , a second acquisition module 803 and a second determination module 804 .

[0177] The first acquisition module 801 is used to determine the service type of the service to be processed.

[0178] The first determination module 802 is used to determine a service processing time threshold based on the service type.

[0179] The second acquisition module 803 is used to determine the business processing time of the target object processing the business.

[0180] The second determination module 804 is used to determine the processing efficiency of the service based on the service processing time and the service processing time threshold.

[0181] According to an embodiment of the present disclosure, the first acquisition module 801 includes: a first acquisition unit and a first determination unit.

[0182] The first acquisition unit is used to acquire business information of a business being processed.

[0183] The first determining unit is used to determine a service type of the service based on the service information.

[0184] According to an embodiment of the present disclosure, the first acquisition module 801 includes: a second acquisition unit and a second determination unit.

[0185] The second acquisition unit is used to acquire business information of the business within a preset historical time period.

[0186] The second determining unit is used to determine the service type of the service based on the service information.

[0187] According to an embodiment of the present disclosure, the first determining module 802 includes: a third acquiring unit and a third determining unit.

[0188] The third acquisition unit is used to acquire, based on the business type, the historical business processing time of the business of each of the multiple objects for the business type.

[0189] The third determining unit is configured to determine a service processing time threshold based on historical service processing times of services of the service category of each of the plurality of objects.

[0190] According to an embodiment of the present disclosure, the first determining module 802 includes: a fourth acquiring unit and a fourth determining unit.

[0191] The fourth acquisition unit is used to acquire, based on the business type, the historical business processing time of the target object for multiple businesses of the business type.

[0192] The fourth determining unit is used to determine a service processing time threshold based on the historical service processing time of multiple services of the target object for the service type.

[0193] According to an embodiment of the present disclosure, the second determination module 804 includes: a first determination unit, a first identification unit, a fifth determination unit, and a second determination unit.

[0194] The first determination unit is configured to determine that the processing efficiency of the service is abnormal when the service processing time is greater than a service processing time threshold.

[0195] The first identification unit is used to identify the identity information of the target user who processes the service when it is determined that the processing efficiency of the service is abnormal.

[0196] The fifth determining unit is used to determine the attribute characteristic information of the target user based on the identity identification information of the target user, so as to determine the service processing state based on the attribute characteristic information of the target user.

[0197] The second determination unit is configured to determine that the processing efficiency of the service is normal when the service processing time is less than or equal to a service processing time threshold.

[0198] According to an embodiment of the present disclosure, the service processing efficiency determination device 800 further includes a third determination module. The third determination module includes: a second identification unit, a third identification unit, a sixth determination unit, a seventh determination unit, a third judgment unit and a fourth judgment unit.

[0199] The second identification unit is used to identify the start time and the end time of processing the service when it is determined that the processing efficiency of the service is normal.

[0200] The third identification unit is used to identify the image information of the target user of the service processing based on the start time and the end time.

[0201] The sixth determining unit is used to determine the stay time of the target user based on the image information of the target user.

[0202] The seventh determining unit is used to determine the processing status of the service based on the residence time of the target user.

[0203] The third determination unit is configured to determine that the processing status of the service is normal when the residence time of the target user is less than or equal to a preset residence threshold.

[0204] The fourth determination unit is configured to determine that the processing state of the service is abnormal when the residence time of the target user is greater than a preset residence threshold.

[0205] According to an embodiment of the present disclosure, the service processing efficiency determination device 800 further includes a fourth determination module. The fourth determination module includes: an eighth determination unit, a ninth determination unit, a fifth determination unit, and a sixth determination unit.

[0206] The eighth determining unit is used to determine the interval time between handling the next business when it is determined that the processing efficiency of the business is normal.

[0207] The ninth determining unit is used to determine the processing status of the service based on the interval time.

[0208] The fifth determination unit is configured to determine that the processing status of the service is normal when the interval time is less than or equal to a preset interval time threshold.

[0209] The sixth determination unit is configured to determine that the processing status of the service is abnormal when the interval time is greater than a preset interval time threshold.

[0210] According to an embodiment of the present disclosure, any multiple modules among the first acquisition module 801, the first determination module 802, the second acquisition module 803, and the second determination module 804 can be combined into one module for implementation, or any one of the modules can be split into multiple modules. Alternatively, at least part of the functions of one or more of these modules can be combined with at least part of the functions of other modules and implemented in one module.

[0211] According to an embodiment of the present disclosure, at least one of the first acquisition module 801, the first determination module 802, the second acquisition module 803, and the second determination module 804 may be at least partially implemented as a hardware circuit, such as a field programmable gate array (FPGA), a programmable logic array (PLA), a system on a chip, a system on a substrate, a system on a package, an application-specific integrated circuit (ASIC), or may be implemented by hardware or firmware such as any other reasonable way of integrating or packaging the circuit, or implemented in any one of the three implementation methods of software, hardware, and firmware or in an appropriate combination of any of them. Alternatively, at least one of the first acquisition module 801, the first determination module 802, the second acquisition module 803, and the second determination module 804 may be at least partially implemented as a computer program module, and when the computer program module is run, the corresponding function may be executed.

[0212] Fig. 9 A block diagram of an electronic device suitable for implementing a method for determining business processing efficiency according to an embodiment of the present disclosure is schematically shown.

[0213] like Fig. 9As shown, the electronic device 900 according to an embodiment of the present disclosure includes a processor 901, which can perform various appropriate actions and processes according to a program stored in a read-only memory (ROM) 902 or a program loaded from a storage part 908 into a random access memory (RAM) 903. The processor 901 may include, for example, a general-purpose microprocessor (e.g., a CPU), an instruction set processor and / or a related chipset and / or a special-purpose microprocessor (e.g., an application-specific integrated circuit (ASIC)), etc. The processor 901 may also include an onboard memory for caching purposes. The processor 901 may include a single processing unit or multiple processing units for performing different actions of the method flow according to an embodiment of the present disclosure.

[0214] In RAM 903, various programs and data required for the operation of electronic device 900 are stored. Processor 901, ROM 902 and RAM 903 are connected to each other via bus 904. Processor 901 performs various operations of the method flow according to the embodiment of the present disclosure by executing the program in ROM 902 and / or RAM 903. It should be noted that the program can also be stored in one or more memories other than ROM 902 and RAM 903. Processor 901 can also perform various operations of the method flow according to the embodiment of the present disclosure by executing the program stored in one or more memories.

[0215] According to an embodiment of the present disclosure, the electronic device 900 may further include an input / output (I / O) interface 905, which is also connected to the bus 904. The electronic device 900 may further include one or more of the following components connected to the I / O interface 905: an input portion 906 including a keyboard, a mouse, etc.; an output portion 907 including a cathode ray tube (CRT), a liquid crystal display (LCD), etc., and a speaker, etc.; a storage portion 908 including a hard disk, etc.; and a communication portion 909 including a network interface card such as a LAN card, a modem, etc. The communication portion 909 performs communication processing via a network such as the Internet. A drive 910 is also connected to the I / O interface 905 as needed. A removable medium 911, such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, etc., is installed on the drive 910 as needed, so that a computer program read therefrom is installed into the storage portion 908 as needed.

[0216] The present disclosure also provides a computer-readable storage medium, which may be included in the device / apparatus / system described in the above embodiments; or may exist independently without being assembled into the device / apparatus / system. The above computer-readable storage medium carries one or more programs, and when the above one or more programs are executed, the method according to the embodiment of the present disclosure is implemented.

[0217] According to an embodiment of the present disclosure, a computer-readable storage medium may be a non-volatile computer-readable storage medium, for example, may include but is not limited to: a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination thereof. In the present disclosure, a computer-readable storage medium may be any tangible medium containing or storing a program, which may be used by or in combination with an instruction execution system, an apparatus, or a device. For example, according to an embodiment of the present disclosure, a computer-readable storage medium may include the ROM 902 and / or RAM 903 described above and / or one or more memories other than ROM 902 and RAM 903.

[0218] The embodiment of the present disclosure also includes a computer program product, which includes a computer program, and the computer program contains program code for executing the method shown in the flowchart. When the computer program product is run in a computer system, the program code is used to enable the computer system to implement the item recommendation method provided by the embodiment of the present disclosure.

[0219] The above functions defined in the system / device of the embodiment of the present disclosure are performed when the computer program is executed by the processor 901. According to the embodiment of the present disclosure, the system, device, module, unit, etc. described above can be implemented by a computer program module.

[0220] In one embodiment, the computer program may be based on a tangible storage medium such as an optical storage device, a magnetic storage device, etc. In another embodiment, the computer program may also be transmitted and distributed in the form of a signal on a network medium, and downloaded and installed through the communication part 909, and / or installed from a removable medium 911. The program code contained in the computer program may be transmitted using any appropriate network medium, including but not limited to: wireless, wired, etc., or any suitable combination of the above.

[0221] In such an embodiment, the computer program can be downloaded and installed from the network through the communication part 909, and / or installed from the removable medium 911. When the computer program is executed by the processor 901, the above functions defined in the system of the embodiment of the present disclosure are performed. According to the embodiment of the present disclosure, the system, device, means, module, unit, etc. described above can be implemented by a computer program module.

[0222] According to an embodiment of the present disclosure, the program code for executing the computer program provided by the embodiment of the present disclosure can be written in any combination of one or more programming languages. Specifically, these computing programs can be implemented using high-level process and / or object-oriented programming languages, and / or assembly / machine languages. Programming languages ​​include, but are not limited to, Java, C++, python, "C" language or similar programming languages. The program code can be executed entirely on the user computing device, partially on the user device, partially on the remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device can be connected to the user computing device through any type of network, including a local area network (LAN) or a wide area network (WAN), or can be connected to an external computing device (for example, using an Internet service provider to connect through the Internet).

[0223] The flow chart and block diagram in the accompanying drawings illustrate the possible architecture, functions and operations of the system, method and computer program product according to various embodiments of the present disclosure. In this regard, each box in the flow chart or block diagram can represent a module, a program segment, or a part of a code, and the above-mentioned module, program segment, or a part of a code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some implementations as replacements, the functions marked in the box can also occur in a different order from the order marked in the accompanying drawings. For example, two boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each box in the block diagram or flow chart, and the combination of the boxes in the block diagram or flow chart, can be implemented with a dedicated hardware-based system that performs a specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.

[0224] It will be appreciated by those skilled in the art that the features described in the various embodiments and / or claims of the present disclosure may be combined and / or combined in a variety of ways, even if such combinations and / or combinations are not explicitly described in the present disclosure. In particular, the features described in the various embodiments and / or claims of the present disclosure may be combined and / or combined in a variety of ways without departing from the spirit and teachings of the present disclosure. All of these combinations and / or combinations fall within the scope of the present disclosure.

[0225] The embodiments of the present disclosure are described above. However, these embodiments are only for illustrative purposes and are not intended to limit the scope of the present disclosure. Although the embodiments are described above separately, this does not mean that the measures in the various embodiments cannot be used in combination to advantage. The scope of the present disclosure is defined by the attached claims and their equivalents. Without departing from the scope of the present disclosure, those skilled in the art may make a variety of substitutions and modifications, which should all fall within the scope of the present disclosure.

Claims

1. A method for determining business processing efficiency, comprising: Determine the type of business to be handled; Determining a service processing time threshold based on the service type; Determine the business processing time for the target object to process the business; as well as Determining a processing efficiency of the service based on the service processing time and the service processing time threshold; Wherein, determining the processing efficiency of the service based on the service processing time and the service processing time threshold includes: When the service processing time is less than or equal to the service processing time threshold, determining that the processing efficiency of the service is normal; The method further comprises: When it is determined that the processing efficiency of the service is normal, identifying the start time and end time of processing the service; Based on the start time and end time, identifying image information of a target user for processing the service; Based on the image information of the target user, determining the residence time of the target user, the residence time representing the time from the end of the service processing to the time when the target user leaves the service processing area; Determine the processing status of the service based on the target user's stay time, the processing status of the service is related to whether the target user has doubts about the service information, or the processing status of the service is related to the satisfaction of the service handling method; When the residence time of the target user is less than or equal to a preset residence threshold, determining that the processing status of the service is normal; When the stay time of the target user is greater than the preset stay threshold, it is determined that the processing status of the service is abnormal.

2. The method according to claim 1, wherein: The determining of the service processing time threshold based on the service type includes: Based on the business category, acquiring historical business processing time of each of the plurality of objects for the business category; and The service processing time threshold is determined based on the historical service processing time of each of the multiple objects for the service of the service category.

3. The method according to claim 1, wherein: The determining of the service processing time threshold based on the service type includes: Based on the business type, obtaining historical business processing time of the target object for multiple businesses of the business type; The service processing time threshold is determined based on the historical service processing time of the target object for multiple services of the service category.

4. The method according to claim 1, wherein: The determining the processing efficiency of the service based on the service processing time and the service processing time threshold includes: When the service processing time is greater than the service processing time threshold, determining that the processing efficiency of the service is abnormal; In the case where it is determined that the processing efficiency of the service is abnormal, identifying the identity information of the target user who processes the service; Based on the identity information of the target user, attribute feature information of the target user is determined, so as to determine the service processing status based on the attribute feature information of the target user.

5. The method according to claim 4, further comprising: When it is determined that the processing efficiency of the business is normal, determine the interval time between handling the next business and the business; Based on the interval time, determining a processing status of the service; When the interval time is less than or equal to a preset interval time threshold, determining that the processing status of the service is normal; When the interval time is greater than the preset interval time threshold, it is determined that the processing status of the service is abnormal.

6. The method according to claim 1, wherein: The business type of the business to be processed includes: Obtain business information of the business being processed; Based on the service information, a service type of the service is determined.

7. The method according to claim 1, wherein: The business type of the determined business to be processed includes: Obtain business information of businesses within a preset historical time period; Based on the service information, a service type of the service is determined.

8. A device for determining business processing efficiency, comprising: A first acquisition module is used to determine the business type of the business to be processed; A first determination module, configured to determine a service processing time threshold based on the service type; A second acquisition module is used to determine the business processing time of the target object processing the business; A second determination module, configured to determine a processing efficiency of the service based on the service processing time and the service processing time threshold; Wherein, the second determining module includes: A second determination unit, configured to determine that the processing efficiency of the service is normal when the service processing time is less than or equal to the service processing time threshold; The device further includes: a third determining module, wherein the third determining module includes: A second identification unit is used to identify the start time and end time of processing the service when it is determined that the processing efficiency of the service is normal; A third identification unit, used to identify image information of a target user for processing the service based on the start time and the end time; A sixth determining unit, configured to determine a stay time of the target user based on the image information of the target user, wherein the stay time represents a time from when the service processing ends to when the target user leaves a service processing area; a seventh determination unit, configured to determine a processing status of the service based on the stay time of the target user, wherein the processing status of the service is related to whether the target user has doubts about the service information, or the processing status of the service is related to satisfaction with the service handling method; A third determination unit, configured to determine that the processing state of the service is normal when the residence time of the target user is less than or equal to a preset residence threshold; The fourth determination unit is configured to determine that the processing status of the service is abnormal when the residence time of the target user is greater than the preset residence threshold.

9. An electronic device, comprising: one or more processors; a memory for storing one or more programs, When the one or more programs are executed by the one or more processors, the one or more processors implement the method according to any one of claims 1 to 7.

10. A computer-readable storage medium having executable instructions stored thereon, wherein when the instructions are executed by a processor, the processor is enabled to implement the method according to any one of claims 1 to 7.

11. A computer program product comprising: Computer executable instructions, which when executed are used to implement the method of any one of claims 1 to 7.

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