Business scenario processing system

Abstract

The present application relates to a business scenario processing system, including at least one functional module, and the functional module includes a behavioral part and a structural part: the behavioral part implements a functional mode, the functional mode is an abstract description of the system function, and the functional mode includes at least one action item, and the action item is a standardized behavioral action in the functional mode; the structural part is used to provide support for the behavioral part, and the structural part includes an aspect view, and the aspect view is a collection of access data of the functional module. The functional modules include site construction, customer activity exploration, customer activity context awareness, customer activity model design, customer behavior navigation and customer outcome evaluation. With the support of this system, the sensitivity of banking service scenarios is enhanced, which is conducive to building a scenario-sensitive service system and supporting the construction of an open banking ecosystem.

Description

Technical Field

[0001] The present application relates to the technical field of application systems, and in particular to a business scenario processing system. Background Art

[0002] The existing open banking platform consists of three parts: an external open portal, an internal management portal, and a gateway. The external open portal is used for page display and service application, the internal management portal is used for review management, and the gateway is used for access and service forwarding control. The external portal accesses mobile SMS notifications and online authentication services for proprietary account information through ESB. The internal management portal accesses unified authentication through ESB for unified user access management. Both the external portal and the internal management portal are connected to the mail server to send registration verification to external registered users and related mails to internal administrators. The gateway interacts with the product system through the ESB bus.

[0003] The external open portal is a portal that provides APIs to the outside world. It implements operations such as external user registration, real-name authentication, application creation, API browsing and API application. It also provides API call documentation to ensure that users' API calls are in accordance with regulations.

[0004] The internal management portal is used to manage APIs, including API publishing / disabling, reviewing user APP creation, applying for API calls, and viewing API call statistics.

[0005] The gateway provides functions such as forwarding request messages, preventing request replay, message signature verification, and flow control to ensure that various calling methods are safe and efficient.

[0006] The platform, which consists of three core parts, has realized the function of opening up banking services to the outside world through APIs, enabling the bank to provide services to partners, complete transactions, and achieve efficient integration.

[0007] However, the current banking ecosystem participation support functions are insufficient, business scenario information is incomplete, partner data exchange models are not unified, and customer experience lacks measurement. It is necessary to strengthen the construction of systems with business scenario support as the goal, improve the scenario sensitivity of banking services, build a scenario-sensitive service system, and support the expansion of the open banking ecosystem. Summary of the invention

[0008] Based on this, it is necessary to provide a business scenario processing system that specifically handles customer activities and their environments to address the above technical issues, and integrate it with the bank's product service system to enhance the sensitivity of the bank's service scenarios.

[0009] A business scenario processing system, the business scenario processing system includes at least one functional module, the functional module includes a behavior part and a structure part:

[0010] The behavior part realizes a functional mode, which is an abstract description of a system function, and the functional mode includes at least one action item, which is a standardized behavior action in a functional mode;

[0011] The structure part is used to provide data support for the behavior part, and the structure part includes an aspect view, which is a collection of access data of the functional module;

[0012] The functional mode of the behavior part is associated with the aspect view of the structure part and corresponds to a functional module.

[0013] In one of the embodiments, the functional module includes at least one service group, the service group includes at least one service subgroup, the service subgroup includes at least one service operation, and the service operation is used to implement the action item of the functional mode, thereby realizing the function corresponding to the functional module.

[0014] In one of the embodiments, the structural part is described by a business object model, and the business object model has a basic view and at least one aspect view, the basic view is the union of the aspect views, and the aspect view is used to describe the information assets in the basic view corresponding to the functional mode.

[0015] In one of the embodiments, the functional modules include at least one of a venue construction functional module, a customer activity exploration functional module, a customer activity context perception functional module, a customer activity model design functional module, a customer behavior navigation functional module, and a customer outcome evaluation functional module;

[0016] The behavior part correspondingly includes at least one of a construction function mode, an exploration function mode, a perception function mode, a design function mode, a navigation function mode, and an evaluation function mode;

[0017] The structural part correspondingly includes at least one of an ecological site aspect view, a customer activity aspect view, a customer activity context aspect view, a customer activity model aspect view, a customer action aspect view and a customer achievement aspect view.

[0018] In one embodiment, the site construction function module is used to process the ecological site aspect of the structure part through the construction function mode of the behavior part to realize the function of constructing the ecological site;

[0019] The customer activity detection function module is used to process the venue aspect of the structure part through the detection function mode of the behavior part to realize the function of detecting the customer activities in the constructed venue;

[0020] The customer activity context perception function module processes the customer activity context aspect of the structure part through the perception function mode of the behavior part to realize the function of perceiving the customer activity context;

[0021] The customer activity model design function module processes the customer activity model aspects of the structure part through the design function mode of the behavior part to achieve the function of matching the service demand with the customer activity model target to obtain a successfully matched customer activity model;

[0022] The customer behavior navigation function module is used to process the customer behavior aspects of the structure part through the navigation function mode of the behavior part to achieve the function of guiding customer behavior to obtain behavior results according to the successfully matched customer activity model;

[0023] The customer achievement evaluation function module is used to process the customer achievement aspects of the structure part through the evaluation function mode of the behavior part to achieve the function of evaluating the customer activity results.

[0024] In one of the embodiments, the basic view includes at least one of a customer business object, a business environment business object, an ecological place business object, a customer activity business object, a behavior navigation business object, and a customer outcome evaluation business object;

[0025] The client business object is used to describe the object that obtains the services provided by the system in the environment;

[0026] The business environment business object is used to describe the background information of the customer activities and the services triggered by the customer activities;

[0027] The ecological place business object is used to describe the distributed system composed of facilities involved in the client activities in the environment;

[0028] The customer activity business object is used to describe at least one customer action performed by a customer to complete a task;

[0029] The behavior navigation business object is used to describe the behavior recommendation corresponding to the demand generated according to the customer activity;

[0030] The customer outcome evaluation business object is used to describe the evaluation of the results of the customer activities.

[0031] In one of the embodiments, the customer activity business object is described by a customer activity model, and a typical form of the customer activity model is a customer journey model; the customer journey model includes at least one task, and the task includes at least one customer action; wherein the customer action corresponds to at least one service requirement, and the service requirement is implemented by the service operation.

[0032] In one of the embodiments, there are cross-relationships and / or nested relationships between the customer journey models.

[0033] In one of the embodiments, the behavior navigation business object includes customer demand information and guiding behavior information, and the action navigation obtains corresponding guiding behavior information according to the customer demand information, and guides customer activities through the guiding behavior information.

[0034] In one of the embodiments, the aspect view is a subset selected from the basic view according to the functional mode, and the aspect view corresponds to the basic view and includes at least one of a customer aspect view, a business environment aspect view, an ecological place aspect view, a customer activity aspect view, a behavior navigation aspect view, and a customer outcome evaluation aspect view;

[0035] The ecological venue aspect view is used to describe information in the basic view that represents the relationship of each customer in the venue through at least one of a cooperation role, a cooperation agreement, and a cooperation rule according to a functional mode;

[0036] The client activity aspect view is used to describe the log information stored in the basic view in the form of client events according to the functional mode, and the log is used to be stored and read by the service operation;

[0037] The customer activity context aspect view is used to describe information on establishing association relationships of customer activities in the basic view according to the functional mode;

[0038] The customer activity model aspect view is used to describe the information of encapsulating and storing the acquired customer activities in the basic view according to the predetermined rules and structure according to the functional mode;

[0039] The customer action aspect view is used to describe the process information from judging customer needs to giving suggestions in the basic view according to the functional mode;

[0040] The customer achievement aspect view is used to describe information of the result of statistically analyzing the customer activities in the basic view according to the functional mode.

[0041] The business scenario processing system includes at least one functional module, which includes a behavior part and a structure part, wherein the behavior part implements a functional mode, the functional mode includes at least one action item, and the structure part provides data support for the behavior part, so that the functional mode of the behavior part is associated with the aspect view of the structure part to correspond to a functional module. With the support of this system, the scenario sensitivity of banking services is enhanced, which is conducive to building a scenario-sensitive service system and supporting the construction of an open banking ecosystem. BRIEF DESCRIPTION OF THE DRAWINGS

[0042] Figure 1 A schematic diagram of a scenario of a business scenario processing system in an embodiment;

[0043] Figure 2 An application environment diagram of a business scenario processing system in an embodiment;

[0044] Figure 3 It is a structural block diagram of a business scenario processing system in one embodiment;

[0045] Figure 4 A schematic diagram of elements of a business scenario processing system in one embodiment;

[0046] Figure 5 It is a schematic diagram of the synthesis of elements of a business scenario processing system in one embodiment;

[0047] Figure 6 is a basic schematic diagram of a structural part in an embodiment;

[0048] Figure 7 is an overview diagram of a business object model in one embodiment;

[0049] Figure 8 A schematic diagram of a customer business object of a business object model in one embodiment;

[0050] Fig. 9 A schematic diagram of an ecological environment business object of a business object model in one embodiment;

[0051] Fig.10 A schematic diagram of an ecological site business object of a business object model in one embodiment;

[0052] Fig.11 A schematic diagram of a customer activity business object of a business object model in one embodiment;

[0053] Fig.12 is a schematic diagram of a customer journey business object in one embodiment;

[0054] Fig.13 is a schematic diagram of a task business object in one embodiment;

[0055] Fig.14 A schematic diagram of a customer action business object in one embodiment;

[0056] Fig.15 A schematic diagram of a behavior navigation business object of a business object model in one embodiment;

[0057] Fig.16 A schematic diagram of a customer outcome evaluation business object of a business object model in one embodiment;

[0058] Fig.17 is a schematic diagram of a place aspect view of a business object model in one embodiment;

[0059] Fig.18 A schematic diagram of a customer activity aspect view of a business object model in one embodiment;

[0060] Fig.19 A schematic diagram of a customer activity context aspect view of a business object model in one embodiment;

[0061] Fig. 20 A schematic diagram of a customer activity model aspect view of a business object model in one embodiment;

[0062] Fig.21 A schematic diagram of a customer behavior aspect view of a business object model in one embodiment;

[0063] Fig. 22 A schematic diagram of a customer achievement aspect view of a business object model in another embodiment;

[0064] Fig.23 is a structural block diagram of a behavior part in an embodiment;

[0065] Fig.24 A schematic diagram of an ecological place building function module of a behavior part in one embodiment;

[0066] Fig.25 A schematic diagram of a customer activity exploration functional module of a behavior part in one embodiment;

[0067] Fig.26 A schematic diagram of a customer activity context awareness functional module of a behavior part in one embodiment;

[0068] Fig. 27 A schematic diagram of designing a functional module for a customer activity model of a behavior part in one embodiment;

[0069] Fig.28 A schematic diagram of a customer behavior navigation function module of a behavior part in one embodiment;

[0070] Fig.29 A schematic diagram of a customer outcome evaluation functional module of a behavior part in one embodiment. DETAILED DESCRIPTION

[0071] In order to make the purpose, technical solution and advantages of the present application more clearly understood, the present application is further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present application and are not used to limit the present application.

[0072] Specifically, in order to enable those skilled in the art to understand in detail the functions of each module and unit of the business scenario processing system involved in this application, the terms involved in this application are first explained in detail. Figure 1 As shown, a schematic diagram of each module and unit of the business scenario processing system involved in this application is given, wherein people and things that are connected to the business scenario processing system and obtain services in the business scenario processing system are the subjects of the behavior part of the system, and the subjects are referred to as customers in this application. In the ecological environment, the subject carries out life and production activities in the place jointly established by the business scenario processing system and various partners, and the scenarios that trigger service support, action suggestions and result evaluation are called business scenarios. The center of the business scenario is customer activities, and the typical customer activity structure is the customer journey. The place where the subject's activities take place is the place. In a business scenario, changes in the place of the subject's activities will open up a new scene for the subject's activities. Business scenarios can be cross-linked or nested. In this embodiment, the business scenario processing system is a management and maintenance system for scenario information. The business scenario processing system in this application includes but is not limited to an open banking system.

[0073] Combination Figure 2 As shown in the figure, the system is an important part of the platform, located in the center, and plays a vital role in the realization of various functions of the platform. The system can organize and collect various information at the customer activity site, serving as a necessary data source for customer behavior insights, meeting the data needs of behavioral insights, and analyzing customer behavior tendencies and potential needs.

[0074] Specifically, combined Figure 3 As shown, Figure 3 It is a structural diagram of the metamodel of a system in an embodiment, in which the system includes a functional module, a functional module behavior part and a structural part, and the functional mode of the behavior part is associated with the aspect view of the structural part corresponding to one functional module.

[0075] The goal of the system is to support the normal operation of the platform. The platform needs to provide corresponding capabilities to meet business needs. Specifically, the capabilities of the platform's business system are divided into business areas, business fields, and service fields. The realization of the platform's capabilities requires data support, and each information asset also needs to be classified. Specifically, combined with Figure 3 , classify the data according to information asset groups, information assets and aspects, where aspects refer to the asset views obtained by looking at information assets from different perspectives. The aspects of information assets correspond to the supported service areas, and the information asset groups correspond to the supported business areas.

[0076] The part corresponding to the capability is the behavior part of the system. The behavior part implements the functional mode. The functional mode is an abstract description of the system function. The functional mode includes at least one action item. The action item is a standardized behavior action in the functional mode. Specifically, the behavior part is composed of service groups. The behavior part includes at least one service group. Figure 3 In one embodiment, the service grouping includes at least one service subgroup, and the service subgroup includes at least one service operation, and the service operation is used to implement the action item, thereby realizing the function corresponding to the functional module. That is to say, the service field corresponds to the service grouping, and the service grouping can be further divided into service operations. The service grouping is used to manage and maintain scene information, and provide scene sensitivity enhancement services to customers based on the scene information.

[0077] The part corresponding to the asset information is the structural part of the system. The structural part is used to provide data support for the behavior part. The structural part includes aspect views. The aspect views are a collection of data accessed by the functional modules. The structural part can be implemented through a business object model. The business object model is obtained by induction and abstraction based on information assets. That is, the business object model is generated based on the business data in the information assets. The business object model includes a basic view and at least one aspect view. The basic view is the union of the aspect views. The aspect view is used to describe the information assets corresponding to the functional model in the basic view. That is, the aspects of the business object model correspond to the aspects of the information assets. The structural part is used to provide data support for the behavior part. The aspects of the business object model are the targets that the service groups access on the business object model. Optionally, in one of the embodiments, the business object model is implemented on the basis of the information assets of the system. The business object model is divided into targets of different levels according to preset classification rules, such as aspects of the business object model. The aspects can be further divided into sections, subsections, etc. That is, the aspect view is progressively divided into at least one section according to the preset level. The aspect view and the section are respectively associated with the service operation to implement the sub-function corresponding to at least one action item.

[0078] Functional modules are used to associate the behavioral part with the structural part. A functional module contains a service group and aspect. The service group implements a functional mode. A functional mode includes at least one action item. The action item is implemented through service operation. The action item is a standardized system service action in a functional mode. The functional mode provides corresponding services centered on customer activities. All service implementations under a functional mode are classified into a service group. According to the size of the target, the service can be subdivided into different granularities such as sections and subsections, which corresponds to the subdivision of the aspects of the business object model, that is, there are services at the aspect level, section level, subsection level, etc.

[0079] In one embodiment, the functional modules include at least one of a site construction functional module, a customer activity detection functional module, a customer activity context perception functional module, a customer activity model design functional module, a customer behavior navigation functional module, and a customer achievement evaluation functional module. In other embodiments, there may be more functional modules.

[0080] The behavior part and the functional module correspond to at least one of the construction functional mode, the exploration functional mode, the perception functional mode, the design functional mode, the navigation functional mode and the evaluation functional mode. In other embodiments, there may be more functional modes.

[0081] The structure part and the behavior part include at least one of the ecological place aspect, the customer activity aspect, the customer activity context aspect, the customer activity model aspect, the customer action aspect and the customer result aspect. In other embodiments, the structure part may include more aspects.

[0082] The place construction function module is used to process the ecological place aspect of the structure part through the construction function mode of the behavior part to realize the function of building the ecological place; the customer activity exploration function module is used to process the place aspect of the structure part through the exploration function mode of the behavior part to realize the function of exploring customer activities in the constructed place; the customer activity context perception function module processes the customer activity context aspect of the structure part through the perception function mode of the behavior part to realize the function of perceiving the customer activity context; the customer activity model design function module processes the customer activity model aspect of the structure part through the design function mode of the behavior part to realize the function of matching the service demand with the customer activity model target to obtain a successfully matched customer activity model; the customer behavior navigation function module is used to process the customer behavior aspect of the structure part through the navigation function mode of the behavior part to realize the function of guiding customer behavior according to the successfully matched customer activity model to obtain the behavior result; the customer result evaluation function module is used to process the customer result aspect of the structure part through the evaluation function mode of the behavior part to realize the function of evaluating the customer activity result.

[0083] Among them, in the ecological environment, the subject conducts life and production activities in the place jointly established by the platform and partners, which triggers service support, action suggestions and result evaluation. The scenario is called a business scenario. The center of the business scenario is customer activities, and the typical customer activity structure is the customer journey. Customer activities are the most important and neutral in the ecosystem, and it is easiest to reach a consensus among various ecological partners. It is conducive to solving the problem of information access and low-cost sharing among ecological partners.

[0084] Combination Figure 4 As shown, as in the above embodiment, the behavior part describes the dynamic properties of the system, where the business area is the open banking platform and the business field is the business scenario. The structure part corresponds to the data of the system, where the asset group is the open banking platform and the information asset is the business scenario.

[0085] In this embodiment, the business object model is a business scenario, and the business scenario includes five aspects, so five functional modes and five service groups are set accordingly. In other embodiments, the business scenario may include other numbers of service groups, and the corresponding functional modes and business object aspect views also include corresponding set quantities.

[0086] Specifically, the five aspects of the business object model are ecological place, customer activity, customer activity context, customer activity model, customer behavior, and customer results; the five functional modes are: construction functional mode, exploration functional mode, perception functional mode, design functional mode, navigation functional mode, and evaluation functional mode; the corresponding service modules are ecological place construction functional module, customer activity exploration functional module, customer activity context perception functional module, customer activity model design functional module, customer action navigation functional module, and customer results evaluation functional module. The following will introduce the aspects, functional modes, and implementation methods of the above business object model in detail.

[0087] The above embodiments provide implementation elements of the behavior part, the structure part and the functional module, so that each module is constructed according to the implementation elements to realize a system centered on customer activities.

[0088] Specifically, combined Figure 5 ,in Figure 5 Given the basis Figure 4 A computer system built by the various elements in, in this embodiment, customer activities are the main driving force for the operation of the system, and customer activities are in the venue jointly built by the platform and partners. Under the guidance of the concept of customer activity drive, the goal of the system is to support the smooth and efficient completion of customer life and production activities, achieve the goals of reducing costs and increasing results, and enhance customer experience. Customer activities are the central goal of scenario services and the central content of scenario models. Scenario service functions revolve around customer activities - discovering service needs by exploring customer activities, classifying and composing customer activity record information by matching customer activity models, judging service results through customer outcome evaluation, and guiding customer activities in a win-win direction through action navigation. During the process of scenario services, business scenario information based on customer activities must be accessed.

[0089] It should be noted that scenario services are a comprehensive reflection of all functions and resources of the bank and even all partners, and are not limited to the five aspects mentioned in this embodiment.

[0090] In one embodiment, the structure part is described by a business object model, and the business object model also includes a basic view and an aspect view, and the aspect view is a subset of the basic view; the basic view is used to describe the information assets corresponding to the aspects of the structure part, and the aspect view is used to describe some information assets corresponding to the action items in the basic view. The basic view includes customer business objects, environment business objects, ecological place business objects, customer activity business objects, action navigation business objects, evaluation business objects, contract business objects, resource business objects, and service log business objects; the customer business object is used to describe the objects that obtain the services provided by the system in the environment; the business environment business object is used to describe the background information of the customer activities and the services caused by the customer activities; the ecological place business object is used to describe the distributed system composed of the facilities involved in the customer activities in the environment; the customer activity business object is used to describe at least one customer action performed by the customer to complete the task; the behavior navigation business object is used to describe the behavior recommendation corresponding to the needs generated according to the customer activities; the customer outcome evaluation business object is used to describe the evaluation of the results of the customer activities.

[0091] See also Figure 6 As shown, this embodiment illustrates the structural part of the business scenario processing system. For example, in the above embodiment, the structural part is represented by a business object model. The business object model supports different functions. The functions are classified according to functional modes. A functional mode accesses a subset of the business object model, which is called the aspect of the business object model. The union of all aspects is the scenario business object model. The aspects of the business object module include venue aspects, customer activity aspects, customer activity context aspects, customer activity model aspects, customer action aspects, and customer results aspects. The description method of the business object model is to express it through related business objects and the relationship between business objects.

[0092] Specifically, combined Figure 7 As shown, high-level information of the business object model is given, including actor business objects, environment business objects, venue business objects, customer activity business objects, navigation business objects, evaluation business objects, contract business objects, resource business objects and service log business objects. The combined semantics expressed is: the subject conducts guided and agreed activities in a specific environment and specific venue, obtains service support, and consumes certain resources to obtain measurable results.

[0093] Combination Figure 8As shown, the customer business object is a description of people and things that connect to the system and obtain services. In this embodiment, the subject is not limited to people who have registered and obtained an account through the system. The subject concept in the system, that is, the above-mentioned customer, can be visualized as customers, smart devices, third parties, time, controllers, and other people and things that use the system and initiate actions. These activity subjects can initiate activities according to the assigned roles to trigger system operations. Expanding the subject from people and customers to smart devices requires further expansion of ideas to guide subsequent designs and consider the diversity and complexity of subject behaviors.

[0094] Combination Fig. 9 As shown in the figure, the ecological environment business object is used to describe and summarize various background information of customer activities and the service support they trigger. The ecological environment is a complex and changeable concept. As the design work is refined, more content will be added to form a rich and diverse information set. At the conceptual level, the ecological environment is realized as business objects of different perspectives, granularities, and types, such as: individual, family, social, natural granularity; health, occupation, finance, weather and other perspectives; strikes, wars, plagues and other types of events.

[0095] Combination Fig.10 As shown in the figure, in the ecological environment, customer activities involve various facilities of partners in the environment. These facilities are connected into a distributed system, and customer activities are supported by this distributed system. This collection of distributed facilities created by banks and their partners to support customer activities is called a place. The leader of the place is the place owner, and the collection of all places is the ecological environment. Among the many places in the ecological environment, there are places with banks as the place owner, and there are places with banks as participants and other partners as the place owners. The place can be a physical place or a virtual place to accommodate customer activities. The place is not only the consumption environment for customer activities, but also the operating environment for ecological operators. The number of places, the quality of places, the number of customer activities in the place, etc. are all manifestations of the results of ecological management. The place is a specific grasper of ecological environment management, which contains the relationship information between ecological partners and is an extremely important concept in the scenario model to express production relations. The possible cooperative relationships between partners include: system integration cooperation, marketing cooperation, product association cooperation, product agency sales cooperation, etc.

[0096] In this way, each system in the ecosystem needs to upgrade the services in the processing chain, process more detailed and complete customer activity information, and process the environmental information of customer activities. Environmental information is an important part of transaction information, and customer activities are all affected by the environment. The environment is the basis for further understanding customers and understanding customer behavior. Only by mastering environmental information can we provide detailed and targeted services, and improving services cannot ignore the environment in which customer activities are located.

[0097] Combination Fig.11As shown in the figure, there are many types of customers in the ecosystem, and the types and structures of customer activities vary greatly. Customer activities can be abstracted as a complex of behaviors with intentions, results, and structures.

[0098] In one embodiment, customer activity is represented by a customer activity model, and the customer activity model includes a customer journey model. The customer journey model includes at least one task, and the task includes at least one customer behavior; wherein the customer behavior corresponds to at least one service demand, and the service demand is realized by a service operation.

[0099] In order to express the customer activity structure and model, the customer journey model is proposed, which is the customer activity model mentioned above. The customer journey is a series of actions that customers take in an ecological environment to achieve a certain goal. These actions are related and orderly, so they are vividly represented by journeys. Customer journeys can be further combined into composite journeys. The semantic expression of the customer journey model is that customers take actions to complete a series of tasks for a certain intention and finally achieve a result.

[0100] In one embodiment, there are intersection and / or nesting relationships between customer activity models. Multiple customer journeys may have intersection and nesting relationships. Intersection means that the tasks or actions of one journey are also part of another journey, and nesting means that all tasks or actions of one journey belong to another journey.

[0101] Specifically, combined Fig.12 As shown in Figure 1, the customer journey is a typical form of customer activity. It has a specific place where it occurs, follows a predefined model and agreement, and can be evaluated according to reference standards. It has a plan, occupies space, and goes through a time period.

[0102] Combination Fig.13 As shown, a task is a customer journey that uses certain resources to achieve a specific goal within a certain time, under certain constraints, in a certain space, and is specifically executed by one or more customer actions.

[0103] Combination Fig.14 As shown in the figure, customer actions are complete units of customer activities. Customer actions are activity units that consume certain costs and obtain certain benefits at specific times, touchpoints, channels, locations, and environments. Generally speaking, customer actions correspond to system service needs, trigger system services, and obtain service results. In the customer journey component structure, the cause of customer activities is to complete the tasks in the customer journey, and their results are related to the results of the tasks.

[0104] In the above embodiment, multiple behaviors of customers are intrinsically related to each other, and a series of behaviors can be organized into a certain structure. In this embodiment, a customer activity model is abstracted, and customer behavior information can be orderly classified, stored, and used with the support of this model. With the support of the customer activity model, it is helpful to deduce future behaviors based on the customer's historical behaviors, to achieve precision marketing, and to improve customer experience.

[0105] Combination Fig.15 In one embodiment, action navigation includes customer demand information and guided behavior information. The action navigation aspect view obtains the corresponding guided behavior information according to the customer demand information, and guides customer activities through the guided behavior information. The navigation information includes two parts: customer demand information and guided action information. There is a logical connection between customer demand and action. Action can only be generated when there is demand. Only when customer needs are discovered and the logical relationship between needs and actions is clarified can marketing recommendations that are in line with customer interests be made, avoiding dispensing customer recommendations without considering the customers. Customer needs are divided into needs that are actively proposed by customers and potential needs discovered through insight and analysis. Corresponding to needs is guidance, which mainly includes suggestions and avoidance, that is, suggesting customers what to do and dissuading customers from doing something.

[0106] Combination Fig.16 As shown, during and after customer activities, statistical evaluation of the results of the activities is required to reflect the achievements of customer activities. The evaluation of results requires a series of indicators to reflect them as quantitatively as possible, and these quantitative indicators can support the derivation of customer experience. Positive indicators reflect a positive customer experience, and negative indicators reflect a negative customer experience. For example: increased income, increased opportunities, smooth processing, time saving, money saving, and labor saving. In this way, using customer behavior records as materials to statistically quantify the results, directly verify the results of ecological service support triggered by customer activities, whether it is conducive to improving customer experience, and where there is room for further improvement of services.

[0107] The aspect view is a subset selected from the basic view according to the functional mode, and the aspect view includes at least one of the customer aspect view, the business environment aspect view, the ecological place aspect view, the customer activity aspect view, the behavior navigation aspect view and the customer outcome evaluation aspect view. The ecological place aspect view is used to describe the information of the relationship between each customer in the place through at least one of the cooperation role, cooperation agreement and cooperation rules in the ecological place basic view according to the functional mode; the customer activity aspect view is used to describe the log information stored in the customer activity basic view in the form of customer events according to the functional mode, and the log is used for storage and reading by service operations; the customer activity context aspect view is used to describe the information of establishing the association relationship of customer activities in the customer activity context basic view according to the functional mode; the customer activity model aspect view is used to describe the information of encapsulating and storing the acquired customer activities according to the predetermined rules and structure in the customer activity model basic view according to the functional mode; the customer action aspect view is used to describe the process information from judging customer needs to giving suggestions in the customer action basic view according to the functional mode; the customer outcome aspect view is used to describe the information of statistical analysis of the results of the customer activities in the customer outcome basic view according to the functional mode.

[0108] Combination Fig.17 As shown in the figure, the aspect view of the ecological place mainly describes the information of the ecological partners' cooperation and co-construction. The unified model of cooperation roles, cooperation agreements and cooperation rules is used to describe the relationship between ecological partners in the co-construction place. The cooperation relationship can be divided into supply, product, market, system and other types. Each type of relationship also requires specific data information to describe it.

[0109] Combination Fig.18 As shown in the figure, the customer activity aspect view focuses on how customer activity information is assembled into the event system of the entire system and becomes part of the event information. Customer activities are regarded as a kind of customer events and embedded in the customer event log. Functional elements that consume customer events or customer event logs can access customer activity information from them.

[0110] Combination Fig.19 As shown in the figure, the customer activity context view establishes the association between customer activities and related information, and the main association objects are the environment and other activities. By linking customer activities to the environment through the customer activity context view, the specific situation of the customer activities can be shown. Information that is inconsistent with the customer activities in terms of life cycle and may have an impact on the customer activities is classified as environmental information.

[0111] Combination Fig. 20As shown in the figure, the customer activity model aspect view contains a set of specification definitions. With the support of the customer activity model, the customer actions detected by the system can be assembled into various customer activity aggregates. This process must be assembled according to a certain model. The most typical customer activity model is the customer journey model. The customer journey model contains specification definitions at multiple levels, such as journey, task, and action. The specification definition is used to identify customer actions, classify them into existing customer journeys, or create a new customer journey. In the absence of a customer activity model, or if the customer action does not meet the specification definition of the model, the customer action can only exist as an unstructured independent action.

[0112] Combination Fig.21 As shown in the figure, the customer behavior view describes the information of the process from judging customer needs to giving suggestions. The customer activity information contained in the customer event is the material for customer action suggestions. Only based on the existing customer activities can we judge the customer's subsequent possible actions. Customer insight information is used to understand customer tendencies. When there are options for customer actions, we can decide how to choose based on the tendencies; customer behavior analysis information is used to summarize customer-specific habits, to judge future behaviors based on past behaviors, and to derive corresponding recommended actions by combining insights and analysis.

[0113] Combination Fig. 22 As shown in the figure, the customer outcome view is used to statistically analyze the results of customer activities and judge customer experience. The material for statistical analysis is the customer event log, and the customer activity report is obtained through customer behavior analysis, which reflects the results at the journey, task, and action levels.

[0114] In one of the embodiments, the venue construction function module is used to provide the function of each partner jointly establishing an activity venue; the customer activity detection function module is used to provide the function of detecting customer activities, determining the type of the detected customer activities, and storing the customer activities according to the determined type; the customer activity context awareness function module is used to provide the function of obtaining and storing the context information of the customer activities; the customer activity model design function module is used to provide the function of storing the customer activities according to the structure of the customer activity model; the customer behavior navigation function module is used to provide the function of obtaining customer needs and generating corresponding behavior suggestions based on the customer needs; the customer outcome evaluation function module is used to provide the function of summarizing the customer activities and evaluating the summarized customer activities.

[0115] Combination Fig.23As shown in the figure, the behavior part of the functional module is described in units of service groups. A service group implements a functional pattern, and a functional pattern contains multiple action items. The implementation of an action item is a service, and services form a service group. According to the size of the target of the service, services with smaller targets can be differentiated; the structural part of the functional module is the aspect of the business object model, which can be further subdivided into sections, subsections, etc. The corresponding services can be subdivided into section-level services, subsection-level services, etc., and this subdivision can continue as needed.

[0116] Combination Fig.24 As shown, the venue construction function module integrates the functions of partners jointly establishing customer activity venues, including the establishment of cooperative relationships, cooperative content, cooperative agreements, etc., as well as modification operations on cooperative relationships, content, agreements, etc. after the venue is established.

[0117] Combination Fig.25 As shown in the figure, the customer activity exploration function module is used frequently. Whenever customer activity information arrives, the system should call this service to determine the type of customer behavior, decide whether to create a new instance of the customer activity, or to assemble it into an existing customer activity instance, and then store the customer activity information in the corresponding record. For example, if the system determines that the customer behavior type is a customer journey, the current customer journey does not exist, and the current activity is the initial activity of the customer journey, a new customer journey instance is created and the current activity is the first activity in the instance; if the current customer journey instance exists and the current activity is an activity during the journey, the current activity is loaded into the current customer journey instance.

[0118] Combination Fig.26 As shown in the figure, the activity context awareness function module can obtain the context information of the current activity, determine the current situation of the customer's activity and feedback the corresponding information. For example, feedback is provided on the customer journey, current task, completed actions, possible actions, current location, current environment, related activities, etc. The customer activity context awareness service is perceived by other business services, enabling business services to perform differentiated processing according to the situation.

[0119] Combination Fig. 27As shown in the figure, the customer activity model design function module is to organize and record customer activity information in an orderly manner, facilitate query, statistics and analysis of customer behavior, deduce customer needs and guide customer actions, and it is necessary to design a model for customer activities. Standardize and define the types, structures, components, life cycles and other information of customer activities to make customer activity information structured and standardized. Taking a typical customer journey activity as an example, it is necessary to define the categories, structures, creation conditions, life cycle states, etc. of the customer journey; it is necessary to define the task list and task specifications under the journey; it is necessary to define the action list and action specifications under the task.

[0120] Combination Fig.28 As shown, the customer action navigation function module is used to derive customer actions. Customer needs are divided into active needs and potential needs. Active needs are explicitly proposed by customers, while potential needs are not explicitly proposed by customers but must be beneficial to customers. The customer action navigation service group must first discover the customer's potential needs, combine the interests of the current party and the partner, and derive a series of win-win results to suggest what actions the customer should or should not take. To judge potential needs, it is necessary to combine customer insights, behavior analysis, interest analysis and other functions to derive action suggestions. The customer action navigation function module contains many functions, which need to be further designed and implemented.

[0121] Combination Fig.29 As shown in the figure, the customer outcome evaluation function module is used to evaluate the outcomes after the customer behavior is completed, and to summarize the customer behavior to reflect the customer's gains. Taking the customer journey as an example, it is necessary to summarize the journey report, task report, and action report. The data source of the outcome statistics is the recorded customer activity information. The online outcome statistics results need to be displayed to the client through the channel as soon as possible to let the customer know. In addition, from the perspective of the bank itself, it is also necessary to conduct statistics on customer outcomes in batches on a regular basis to reflect the operation of the ecological place, identify problems, and improve services.

[0122] In one embodiment, a computer device is further provided, including a memory and a processor, wherein a computer program is stored in the memory, and the processor implements the steps in the above method embodiments when executing the computer program.

[0123] In one embodiment, a computer-readable storage medium is provided, on which a computer program is stored. When the computer program is executed by a processor, the steps in the above-mentioned method embodiments are implemented.

[0124] Those of ordinary skill in the art can understand that all or part of the processes in the above-mentioned embodiment methods can be completed by instructing the relevant hardware through a computer program, and the computer program can be stored in a non-volatile computer-readable storage medium. When the computer program is executed, it can include the processes of the embodiments of the above-mentioned methods. Among them, any reference to memory, storage, database or other media used in the embodiments provided in this application can include at least one of non-volatile and volatile memory. Non-volatile memory can include read-only memory (ROM), magnetic tape, floppy disk, flash memory or optical memory, etc. Volatile memory can include random access memory (RAM) or external cache memory. As an illustration and not limitation, RAM can be in various forms, such as static random access memory (SRAM) or dynamic random access memory (DRAM).

[0125] The technical features of the above embodiments may be combined arbitrarily. To make the description concise, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this specification.

[0126] The above-mentioned embodiments only express several implementation methods of the present application, and the descriptions thereof are relatively specific and detailed, but they cannot be understood as limiting the scope of the invention patent. It should be pointed out that, for a person of ordinary skill in the art, several variations and improvements can be made without departing from the concept of the present application, and these all belong to the protection scope of the present application. Therefore, the protection scope of the patent of the present application shall be subject to the attached claims.

Claims

1. A business scenario processing system, characterized in that: The business scenario processing system includes at least one functional module, and the functional module includes a behavior part and a structure part: The behavior part realizes a functional mode, which is an abstract description of a system function, and the functional mode includes at least one action item, which is a standardized behavior action in a functional mode; The structure part is used to provide data support for the behavior part, and the structure part includes an aspect view, which is a collection of access data of the functional module; The functional mode of the behavior part is associated with the aspect view of the structure part and corresponds to a functional module; The functional modules include at least one of a venue construction functional module, a customer activity exploration functional module, a customer activity context perception functional module, a customer activity model design functional module, a customer behavior navigation functional module, and a customer outcome evaluation functional module; The behavior part correspondingly includes at least one of a construction function mode, an exploration function mode, a perception function mode, a design function mode, a navigation function mode, and an evaluation function mode; The structural part correspondingly includes at least one of an ecological place aspect view, a customer activity aspect view, a customer activity context aspect view, a customer activity model aspect view, a customer action aspect view, and a customer outcome aspect view; The site construction function module is used to process the ecological site aspect of the structure part through the construction function mode of the behavior part to realize the function of constructing the ecological site; The customer activity detection function module is used to process the venue aspect of the structure part through the detection function mode of the behavior part to realize the function of detecting the customer activities in the constructed venue; The customer activity context perception function module processes the customer activity context aspect of the structure part through the perception function mode of the behavior part to realize the function of perceiving the customer activity context; The customer activity model design function module processes the customer activity model aspects of the structure part through the design function mode of the behavior part to achieve the function of matching the service demand with the customer activity model target to obtain a successfully matched customer activity model; The customer behavior navigation function module is used to process the customer behavior aspects of the structure part through the navigation function mode of the behavior part to achieve the function of guiding customer behavior to obtain behavior results according to the successfully matched customer activity model; The customer achievement evaluation function module is used to process the customer achievement aspects of the structure part through the evaluation function mode of the behavior part to achieve the function of evaluating the customer activity results.

2. The system according to claim 1, characterized in that The functional module includes at least one service group, the service group includes at least one service subgroup, the service subgroup includes at least one service operation, and the service operation is used to implement the action item of the functional mode, thereby realizing the function corresponding to the functional module.

3. The system according to claim 2, characterized in that The structural part is described by a business object model, which has a basic view and at least one aspect view, the basic view is the union of the aspect views, and the aspect view is used to describe the information assets corresponding to the functional mode in the basic view.

4. The system according to claim 3, characterized in that The basic view includes at least one of a customer business object, a business environment business object, an ecological place business object, a customer activity business object, a behavior navigation business object, and a customer outcome evaluation business object; The client business object is used to describe the object that obtains the services provided by the system in the environment; The business environment business object is used to describe the background information of the customer activities and the services triggered by the customer activities; The ecological place business object is used to describe the distributed system composed of facilities involved in the client activities in the environment; The customer activity business object is used to describe at least one customer action performed by a customer to complete a task; The behavior navigation business object is used to describe the behavior recommendation corresponding to the demand generated according to the customer activity; The customer outcome evaluation business object is used to describe the evaluation of the results of the customer activities.

5. The system according to claim 4, characterized in that The customer activity business object is described by a customer activity model, and a typical form of the customer activity model is a customer journey model; the customer journey model includes at least one task, and the task includes at least one customer action; wherein the customer action corresponds to at least one service requirement, and the service requirement is implemented by the service operation.

6. The system according to claim 5, characterized in that There are crossing relationships and / or nested relationships between the customer journey models.

7. The system according to claim 4, characterized in that The behavior navigation business object includes customer demand information and guiding behavior information. The action navigation obtains corresponding guiding behavior information according to the customer demand information, and guides customer activities through the guiding behavior information.

8. The system according to claim 3, characterized in that The aspect view is a subset selected from the basic view according to the functional mode, and the aspect view corresponds to the basic view and includes at least one of a customer aspect view, a business environment aspect view, an ecological place aspect view, a customer activity aspect view, a behavior navigation aspect view, and a customer outcome evaluation aspect view; The ecological venue aspect view is used to describe information in the basic view that represents the relationship of each customer in the venue through at least one of a cooperation role, a cooperation agreement, and a cooperation rule according to a functional mode; The client activity aspect view is used to describe the log information stored in the basic view in the form of client events according to the functional mode, and the log is used to be stored and read by the service operation; The customer activity context aspect view is used to describe information on establishing association relationships of customer activities in the basic view according to the functional mode; The customer activity model aspect view is used to describe the information of encapsulating and storing the acquired customer activities in the basic view according to the predetermined rules and structure according to the functional mode; The customer action aspect view is used to describe the process information from judging customer needs to giving suggestions in the basic view according to the functional mode; The customer achievement aspect view is used to describe information of the result of statistically analyzing the customer activities in the basic view according to the functional mode.

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