Contact data analysis method, system, terminal device and storage medium

Abstract

The application discloses a contact data analysis method and system, a terminal device and a computer readable storage medium, and relates to the technical field of data processing. The contact data analysis method comprises the following steps: acquiring contact data of each channel; storing the contact data in a preset contact data storage table in a classified manner, wherein the structure of the contact data storage table is an unstructured data storage structure; and performing data analysis on target contact data based on the contact data storage table. The technical scheme of the application can integrate the bank customer behavior contact data of each channel through the contact data storage table with the unstructured data storage structure, and can perform data analysis on the target customer through the contact data storage table with the integrated contact data, so as to help the personalized management and accurate marketing of the target customer according to the past contact data of the target customer, thereby achieving the effect of improving the analysis capability of the bank system for the customer contact data.

Description

Technical Field

[0001] This application relates to the field of data processing technology, and in particular to a contact data analysis method, system, terminal device, and computer-readable storage medium. Background Technology

[0002] With the expansion of internet banking services and the increase in customer acquisition channels, the scale of bank customers has gradually increased, and the daily data increment in the banking system is increasing day by day. The channels for handling banking services have also expanded to various channels such as online banking, counter service, intelligent customer service, and CRM (Customer Relationship Management). The diversified channels and diverse interaction methods have provided more ways to handle banking services and offered more convenience to customers.

[0003] However, the diversity of channels and the ease of access to these channels have scattered bank customer behavior touchpoint data across various platforms, channels, and systems. The data storage formats, media, and granularity are inconsistent across these systems, resulting in significant data barriers. This means that although the bank system possesses a large amount of customer data, statistical analysis of this data can only remain at the surface level. It is difficult to form a holistic analysis of this data, to accumulate customer value information, and to limit the bank's service to customers and the maintenance of value.

[0004] In conclusion, improving the ability of banking systems to analyze customer touchpoint data has become an urgent problem to be solved in this field. Summary of the Invention

[0005] The main purpose of this application is to provide a touchpoint data analysis method, system, terminal device, and computer-readable storage medium, which aims to improve the banking system's ability to analyze customer touchpoint data.

[0006] To achieve the above objectives, this application provides a contact data analysis method, the contact data analysis method comprising:

[0007] Obtain touchpoint data from various channels;

[0008] The touch data is categorized and stored in a preset touch data storage table, wherein the touch data storage table has an unstructured data storage structure.

[0009] Data analysis is performed on the target contact data based on the contact data storage table.

[0010] Optionally, the step of classifying and storing the touch data into a preset touch data storage table includes:

[0011] Determine the channel type of the contact data;

[0012] Determine the element extraction rules for the touchpoint data based on the channel type;

[0013] The touch point data is subjected to element extraction according to the aforementioned element extraction rules to obtain the element information of the touch point data;

[0014] The element information is categorized and stored according to the channel type in the target area of ​​a preset touchpoint data storage table, wherein the target area corresponds to the channel type.

[0015] Optionally, the step of performing data analysis on the target touch data based on the touch data storage table includes:

[0016] Read the target user's target touchpoint data from the touchpoint data storage table;

[0017] Generate the target user's touchpoint application data based on the target touchpoint data;

[0018] Data analysis is performed on the target touch point data based on the touch point application data.

[0019] Optionally, the touchpoint application data includes analytics data, which includes categorized statistics, marketing analytics data, frequently used contacts, and channel preference data. After the step of reading the target user's target touchpoint data from the touchpoint data storage table, the method further includes:

[0020] The target touchpoint data is classified and statistically analyzed according to preset classification and statistical rules to obtain the classification statistics data, and the target users are ranked and analyzed based on the classification statistics data.

[0021] Based on the target touchpoint data, determine the historical marketing feedback of the target user, and generate the marketing analysis data based on the historical marketing feedback to determine the marketing strategy for the target user;

[0022] The frequently used contacts are determined based on the target touchpoint data, and when the target user and the frequently used contacts are not the same, the frequently used contacts are selected for contact.

[0023] Based on the target touchpoint data, the channel selection percentage of the target user is determined, and based on the channel selection percentage, channel preference data is generated to determine the contact channels of the target user.

[0024] Optionally, the touchpoint application data further includes touchpoint trajectories, and the step of generating the target user's touchpoint application data based on the target touchpoint data includes:

[0025] Determine the generation time of the target touch data;

[0026] The target touchpoint data is sorted according to the generation time to generate the touchpoint trajectory of the target user.

[0027] Optionally, the touchpoint application data further includes milestone data, and the step of generating the target user's touchpoint application data based on the target touchpoint data further includes:

[0028] Traverse the target touch data to determine whether the target touch data contains a preset milestone keyword;

[0029] The target touchpoint data containing the milestone keyword is used as the milestone data.

[0030] Optionally, the step of acquiring touchpoint data from each channel includes:

[0031] Obtain initial touchpoint data from each channel;

[0032] The initial contact data is converted into contact data in a preset file format.

[0033] Furthermore, to achieve the above objectives, this application also provides a contact data analysis system, the contact data analysis system comprising:

[0034] The touchpoint data acquisition module is used to acquire touchpoint data from various channels.

[0035] The touch data storage module is used to classify and store the touch data into a preset touch data storage table, wherein the structure of the touch data storage table is an unstructured data storage structure.

[0036] The data analysis module is used to perform data analysis on the target touch point data based on the touch point data storage table.

[0037] In addition, to achieve the above objectives, this application also provides a terminal device, the terminal device comprising: a memory, a processor, and a touch data analysis program stored in the memory and executable on the processor, wherein the touch data analysis program, when executed by the processor, implements the steps of the touch data analysis method as described above.

[0038] In addition, to achieve the above objectives, this application also proposes a computer-readable storage medium storing a contact data analysis program, which, when executed by a processor, implements the steps of the contact data analysis method as described above.

[0039] This application proposes a touchpoint data analysis method, system, terminal device, and computer-readable storage medium. The touchpoint data analysis method includes: acquiring touchpoint data from various channels; classifying and storing the touchpoint data into a preset touchpoint data storage table, wherein the touchpoint data storage table has an unstructured data storage structure; and performing data analysis on target touchpoint data based on the touchpoint data storage table.

[0040] Compared to traditional touchpoint data analysis methods, this application acquires customer behavior touchpoint data from various channels within the banking system. The acquired touchpoint data is then categorized and stored in a pre-defined touchpoint data storage table. Since the touchpoint data originates from various channels and their storage formats and granularities differ, this application sets the touchpoint data storage table to an unstructured data storage structure to facilitate the storage and processing of touchpoint data from each channel. Finally, data analysis is performed on the target touchpoint data based on the touchpoint data storage table.

[0041] Thus, this application integrates bank customer behavior touchpoint data from various channels through a touchpoint data storage table with an unstructured data storage structure, and performs data analysis on bank target customers through the touchpoint data storage table that integrates the touchpoint data. Based on the target customer's past touchpoint data, it assists in the personalized management and precise marketing of the target customer, thereby improving the bank system's ability to analyze customer touchpoint data. Attached Figure Description

[0042] Figure 1 This is a schematic diagram of the hardware operating environment of the terminal device involved in the embodiments of this application;

[0043] Figure 2 This is a flowchart illustrating the first embodiment of the contact data analysis method of this application;

[0044] Figure 3 This is a schematic diagram of contact data assembly involved in an embodiment of the contact data analysis method of this application;

[0045] Figure 4 This is a schematic diagram of the contact data analysis system architecture according to an embodiment of the contact data analysis method of this application;

[0046] Figure 5 This is a schematic diagram of the functional modules of an embodiment of the contact data analysis system of this application.

[0047] The realization of the purpose, functional features and advantages of this application will be further explained in conjunction with the embodiments and with reference to the accompanying drawings. Detailed Implementation

[0048] It should be understood that the specific embodiments described herein are merely illustrative of this application and are not intended to limit this application.

[0049] The technical solutions of the embodiments of this application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only a part of the embodiments of this application, and not all of the embodiments. Based on the embodiments of this application, all other embodiments obtained by those of ordinary skill in the art without creative effort are within the scope of protection of this application.

[0050] It should be noted that all directional indicators (such as up, down, left, right, front, back, etc.) in the embodiments of this application are only used to explain the relative positional relationship and movement of each component in a certain specific posture (as shown in the figure). If the specific posture changes, the directional indicator will also change accordingly.

[0051] In this application, unless otherwise expressly specified and limited, the terms "connection," "fixed," etc., should be interpreted broadly. For example, "fixed" can mean a fixed connection, a detachable connection, or an integral part; it can mean a mechanical connection or an electrical connection; it can mean a direct connection or an indirect connection through an intermediate medium; it can mean the internal communication of two components or the interaction between two components, unless otherwise expressly limited. Those skilled in the art can understand the specific meaning of the above terms in this application according to the specific circumstances.

[0052] Furthermore, the use of terms such as "first" and "second" in this application is for descriptive purposes only and should not be construed as indicating or implying their relative importance or implicitly specifying the number of technical features indicated. Therefore, a feature defined as "first" or "second" may explicitly or implicitly include at least one of those features. Additionally, the technical solutions of the various embodiments can be combined with each other, but only on the basis of being achievable by those skilled in the art. If the combination of technical solutions is contradictory or impossible to implement, such a combination of technical solutions should be considered non-existent and not within the scope of protection claimed in this application.

[0053] This application provides a terminal device.

[0054] like Figure 1 As shown, Figure 1 This is a schematic diagram of the hardware operating environment of the terminal device involved in the embodiments of this application.

[0055] In this embodiment, the terminal device may be a smart TV or other playback device capable of playing audiovisual resources.

[0056] like Figure 1As shown, in the hardware operating environment of the terminal device, the terminal device may include: a processor 1001, such as a CPU, a network interface 1004, a user interface 1003, a memory 1005, and a communication bus 1002. The communication bus 1002 is used to implement communication between these components. The user interface 1003 may include a display screen and an input unit such as a keyboard; optionally, the user interface 1003 may also include a standard wired interface or a wireless interface. The network interface 1004 may optionally include a standard wired interface or a wireless interface (such as a Wi-Fi interface). The memory 1005 may be high-speed RAM or stable non-volatile memory, such as a disk storage device. Optionally, the memory 1005 may also be a storage device independent of the aforementioned processor 1001.

[0057] Those skilled in the art will understand that Figure 1 The terminal device structure shown does not constitute a limitation on the device and may include more or fewer components than shown, or combine certain components, or have different component arrangements.

[0058] like Figure 1 As shown, the memory 1005, which serves as a computer storage medium, may include an operating system, a network communication module, a user interface module, and a contact data analysis program.

[0059] exist Figure 1 In the device shown, network interface 1004 is mainly used to connect to the backend server and communicate with it; user interface 1003 is mainly used to connect to the client (user terminal) and communicate with it; while processor 1001 can be used to call the contact data analysis program stored in memory 1005 and perform the following operations:

[0060] Obtain touchpoint data from various channels;

[0061] The touch data is categorized and stored in a preset touch data storage table, wherein the touch data storage table has an unstructured data storage structure.

[0062] Data analysis is performed on the target contact data based on the contact data storage table.

[0063] Optionally, the processor 1001 can also be used to call the contact data analysis program stored in the memory 1005 and perform the following operations:

[0064] Determine the channel type of the contact data;

[0065] Determine the element extraction rules for the touchpoint data based on the channel type;

[0066] The touch point data is subjected to element extraction according to the aforementioned element extraction rules to obtain the element information of the touch point data;

[0067] The element information is categorized and stored according to the channel type in the target area of ​​a preset touchpoint data storage table, wherein the target area corresponds to the channel type.

[0068] Optionally, the processor 1001 can also be used to call the contact data analysis program stored in the memory 1005 and perform the following operations:

[0069] Read the target user's target touchpoint data from the touchpoint data storage table;

[0070] Generate the target user's touchpoint application data based on the target touchpoint data;

[0071] Data analysis is performed on the target touch point data based on the touch point application data.

[0072] Optionally, the processor 1001 can also be used to call the contact data analysis program stored in the memory 1005 and perform the following operations:

[0073] Optionally, the touchpoint application data includes analytical data, which includes categorized statistical data, marketing analysis data, frequently used contacts and channel preference data. The processor 1001 can also be used to call the touchpoint data analysis program stored in the memory 1005. After performing the step of reading the target user's target touchpoint data from the touchpoint data storage table, the processor 1001 further performs the following operations:

[0074] The target touchpoint data is classified and statistically analyzed according to preset classification and statistical rules to obtain the classification statistics data, and the target users are ranked and analyzed based on the classification statistics data.

[0075] Based on the target touchpoint data, determine the historical marketing feedback of the target user, and generate the marketing analysis data based on the historical marketing feedback to determine the marketing strategy for the target user;

[0076] The frequently used contacts are determined based on the target touchpoint data, and when the target user and the frequently used contacts are not the same, the frequently used contacts are selected for contact.

[0077] Based on the target touchpoint data, the channel selection percentage of the target user is determined, and based on the channel selection percentage, channel preference data is generated to determine the contact channels of the target user.

[0078] Optionally, the contact application data also includes contact trajectory, and the processor 1001 can also be used to call the contact data analysis program stored in the memory 1005 and perform the following operations:

[0079] Determine the generation time of the target touch data;

[0080] The target touchpoint data is sorted according to the generation time to generate the touchpoint trajectory of the target user.

[0081] Optionally, the contact application data also includes milestone data, and the processor 1001 can also be used to call the contact data analysis program stored in the memory 1005 and perform the following operations:

[0082] Traverse the target touch data to determine whether the target touch data contains a preset milestone keyword;

[0083] The target touchpoint data containing the milestone keyword is used as the milestone data.

[0084] Optionally, the processor 1001 can also be used to call the contact data analysis program stored in the memory 1005 and perform the following operations:

[0085] Obtain initial touchpoint data from each channel;

[0086] The initial contact data is converted into contact data in a preset file format.

[0087] Based on the above hardware structure, the overall concept of various embodiments of the contact data analysis method of this application is proposed.

[0088] In this embodiment of the application, with the expansion of Internet banking business and the increase of customer acquisition channels, the scale of bank customers has gradually increased, the daily data increment in the banking system has increased day by day, and the channels for handling banking business have also expanded to various channels such as online banking, counter, intelligent customer service, and CRM. The diversified channels and diversified interaction methods have made banking business more convenient and provided customers with more convenience.

[0089] However, the diversity of channels and the ease of access to these channels have scattered bank customer behavior touchpoint data across various platforms, channels, and systems. The data storage formats, media, and granularity are inconsistent across these systems, resulting in significant data barriers. This means that although the bank system possesses a large amount of customer data, statistical analysis of this data can only remain at the surface level. It is difficult to form a holistic analysis of this data, to accumulate customer value information, and to limit the bank's service to customers and the maintenance of value.

[0090] In conclusion, improving the ability of banking systems to analyze customer touchpoint data has become an urgent problem to be solved in this field.

[0091] To address the aforementioned issues, this application proposes a touchpoint data analysis method. The method includes: acquiring touchpoint data from various channels; classifying and storing the touchpoint data in a preset touchpoint data storage table, wherein the touchpoint data storage table has an unstructured data storage structure; and performing data analysis on target touchpoint data based on the touchpoint data storage table.

[0092] Compared to traditional touchpoint data analysis methods, this application embodiment acquires customer behavior touchpoint data from various channels within the banking system. The acquired touchpoint data is then categorized and stored in a pre-defined touchpoint data storage table. Since the touchpoint data originates from various channels and their storage formats and granularities differ, this application sets the touchpoint data storage table to an unstructured data storage structure to complete the storage and processing of touchpoint data from each channel. Finally, data analysis is performed on the target touchpoint data based on the touchpoint data storage table.

[0093] Thus, this embodiment integrates bank customer behavior touchpoint data from various channels through a touchpoint data storage table with an unstructured data storage structure, and performs data analysis on bank target customers through the touchpoint data storage table that integrates the touchpoint data. Based on the target customer's past touchpoint data, it assists in the personalized management and precise marketing of the target customer, thereby improving the bank system's ability to analyze customer touchpoint data.

[0094] Based on the overall concept of the contact data analysis method of this application described above, various embodiments of the contact data analysis method of this application are proposed.

[0095] Please refer to Figure 2 , Figure 2 This is a flowchart illustrating the first embodiment of the contact data analysis method of this application. It should be noted that although the logical order is shown in the flowchart, in some cases, the steps shown or described may be performed in a different order than that shown here.

[0096] In this embodiment, for ease of understanding and explanation, the terminal device is used as the direct execution subject to illustrate the contact data analysis method of this application.

[0097] like Figure 2 As shown, in this embodiment, the contact data analysis method of this application may include:

[0098] Step S10: Obtain touchpoint data for each channel;

[0099] In this embodiment, the terminal device is configured with a database space for storing all bank-customer interaction data from all channels. The terminal device obtains the touchpoint data transmitted from each channel and summarizes it into the database space for processing.

[0100] It should be noted that, in this embodiment, the channels for obtaining touchpoint data include multiple channels such as CRM, banking business APP, online banking, counter service, questionnaire platform, business system and voice of customers. Touchpoints are these acquisition channels, which are the contact mediums for interaction between the bank and customers. The bank provides various services to customers through touchpoints, such as business processing, channel transactions, customer service and precision marketing. Touchpoint data is the behavioral interaction data between the bank and customers.

[0101] In addition, in one feasible embodiment, the terminal device can periodically acquire touchpoint data from each channel according to a preset cycle. The cycles of each channel may be inconsistent, or the touchpoint data of any customer may be retrieved from any channel based on the operation instructions of banking personnel.

[0102] Further, in one feasible embodiment, step S10 includes:

[0103] Step S101: Obtain initial touchpoint data for each channel;

[0104] Step S102: Convert the initial contact data into contact data in a preset file format.

[0105] In this embodiment, the terminal device obtains initial touchpoint data from various channels. This initial touchpoint data may include irregular data such as images, audio, video, emails, and scanned documents, which lack fixed formats and rules. After obtaining this initial touchpoint data, the terminal device converts it into touchpoint data in a preset file format for storage and management. The preset file format is preferably JSON (JavaScript Object Notation), which can conveniently represent various types of data and is easy to parse.

[0106] Step S20: The touch data is classified and stored in a preset touch data storage table, wherein the structure of the touch data storage table is an unstructured data storage structure;

[0107] In this embodiment, the terminal device classifies the acquired touch data and stores it in a preset touch data storage table in the database space. The touch data storage table has an unstructured data storage structure, which supports unified storage of different types of touch data according to their different elements, making it convenient to perform a complete link analysis of the touch data.

[0108] Further, in one feasible embodiment, step S20 includes:

[0109] Step S201: Determine the channel type of the touch data;

[0110] In this embodiment, after the terminal device obtains the touchpoint data from each channel, it determines the channel type of each touchpoint data. The classification of channel types can be adjusted according to the specific business of the bank.

[0111] For example, the touchpoint data received by the terminal device comes from the CRM channel. More specifically, the terminal device can determine the source of the touchpoint data based on the touchpoint data information, such as customer contact logs, product manager logs, marketing logs, or check-ins from the CRM channel.

[0112] Step S202: Determine the element extraction rules for the touchpoint data based on the channel type;

[0113] In this embodiment, the terminal device is pre-set with element extraction rules corresponding to each channel type. The element extraction rules include the key points, extraction order and extraction format of the touch point data. After determining the channel type of the touch point data, the terminal device immediately determines the element extraction rules of the touch point data according to the channel type.

[0114] Step S203: Extract elements from the touch data according to the element extraction rules to obtain the element information of the touch data;

[0115] In this embodiment, the terminal device extracts elements from the touchpoint data according to the determined element extraction rules to obtain element information for each touchpoint data. It should be noted that in this embodiment, touchpoint data of each channel type has personalized element storage requirements. The terminal device presets targeted element extraction rules and element parsing rules for touchpoint data of each channel type, and stores them uniformly through a touchpoint data storage table with an unstructured data storage structure.

[0116] Step S204: Store the element information according to the channel type in the target area of ​​the preset touch point data storage table, wherein the target area corresponds to the channel type.

[0117] In this embodiment, the terminal device stores all extracted element information into a touch point data storage table according to channel type, with each channel type corresponding to a fixed area in the touch point data storage table.

[0118] For example, such as Figure 3 As shown in this embodiment, the "Type" on the left side of the figure represents the channel type of each touchpoint data and its corresponding code, while the "Assembly Format" on the right side of the figure represents the element information of each touchpoint data and its corresponding code.

[0119] Step S30: Perform data analysis on the target contact data based on the contact data storage table.

[0120] In this embodiment, the terminal device stores the data of each contact point in the contact point data storage table. When the terminal device receives a data analysis instruction input by the user, it determines the target contact point data according to the instruction and performs data analysis on the determined target contact point data.

[0121] Further, in one feasible embodiment, step S30 includes:

[0122] Step S301: Read the target user's target touch point data from the touch point data storage table;

[0123] In this embodiment, when the terminal device receives a data analysis instruction input by the user, it determines the target user, i.e., the bank customer corresponding to the touch point data to be queried, and reads the target touch point data corresponding to the target user from the touch point data storage table.

[0124] It should be noted that, in this embodiment, the target user is preferably a single user account, which can be an individual user account or a corporate account.

[0125] Step S302: Generate the target user's touch application data based on the target touch data;

[0126] In this embodiment, the terminal device generates and displays the target user's touch application data on the display screen based on the read target touch data. The touch application data is data about the target user obtained by analyzing the target touch data in combination with different scenarios.

[0127] Step S303: Perform data analysis on the target contact data based on the contact application data.

[0128] In this embodiment, the terminal device performs data analysis on the target touchpoint data based on the obtained touchpoint application data. Specifically, the terminal device can analyze information such as the target customer's channel selection, actual contact person, and historical marketing records in the touchpoint to uncover valuable information such as customer preferences and best contact person, thereby assisting in personalized customer management and precise marketing.

[0129] In this embodiment, the present application acquires touchpoint data from various channels; classifies and stores the touchpoint data into a preset touchpoint data storage table, wherein the touchpoint data storage table has an unstructured data storage structure; and performs data analysis on the target touchpoint data based on the touchpoint data storage table.

[0130] Specifically, compared to traditional touchpoint data analysis methods, this embodiment acquires touchpoint data transmitted from various channels through a terminal device and summarizes it into a database space for processing. Then, the terminal device classifies the acquired touchpoint data and stores it in a preset touchpoint data storage table in the database space. This touchpoint data storage table has an unstructured data storage structure, which supports unified storage of different types of touchpoint data according to their respective elements, facilitating a complete link analysis of the touchpoint data. Finally, when the terminal device receives a data analysis command input by the user, it determines the target touchpoint data according to the command and performs data analysis on the determined target touchpoint data.

[0131] Thus, this embodiment integrates bank customer behavior touchpoint data from various channels through a touchpoint data storage table with an unstructured data storage structure, and performs data analysis on bank target customers through the touchpoint data storage table that integrates the touchpoint data. Based on the target customer's past touchpoint data, it assists in the personalized management and precise marketing of the target customer, thereby improving the bank system's ability to analyze customer touchpoint data.

[0132] Furthermore, based on the first embodiment of the contact data analysis method of this application described above, a second embodiment of the contact data analysis method of this application is proposed.

[0133] like Figure 3 As shown, Figure 3 This is a flowchart illustrating the second embodiment of the contact data analysis method of this application.

[0134] In this embodiment, the aforementioned touchpoint application data includes analytical data, which includes categorized statistical data, marketing analytical data, frequently used contacts, and channel preference data. Based on this, after step S301: reading the target user's target touchpoint data from the touchpoint data storage table, the touchpoint data analysis method of this application further includes:

[0135] Step S304: Classify and statistically analyze the target touchpoint data according to the preset classification and statistical rules to obtain the classification statistics data, and perform data ranking analysis and stickiness analysis on the target users according to the classification statistics data;

[0136] In this embodiment, after the terminal device reads the target user's target touch data from the touch data storage table according to the data analysis instruction, it performs classification statistics on the target touch data according to the preset classification statistics rules to obtain the classification statistics of the target touch data, and performs data ranking analysis and stickiness analysis on the target user based on the classification statistics.

[0137] For example, in this embodiment, the terminal device classifies the target touchpoint data into log type, channel type, marketing type and business type according to preset classification and statistical rules, and summarizes them to count the proportion of each type of touchpoint data of the target customer. At the same time, it displays the ranking of the number of touchpoints of the target customer in the same branch and the entire bank, which reflects the customer stickiness.

[0138] Step S305: Determine the historical marketing feedback of the target user based on the target touchpoint data, and generate the marketing analysis data based on the historical marketing feedback to determine the marketing strategy for the target user;

[0139] In this embodiment, the terminal device determines the target user's historical marketing feedback based on the target touchpoint data. For example, it identifies the number of times the target customer has been marketed to recently and the related feedback information, analyzes whether the customer's feedback on the corresponding marketing is positive, analyzes historical marketing products and success rates, etc. Based on these historical marketing feedback, it generates marketing analysis data to determine the marketing strategy for the target user, such as marketing frequency and the selection of marketing products. Furthermore, the terminal device displays the marketing analysis data on a configured display screen so that bank staff can intuitively understand the marketing situation for the target customer.

[0140] Step S306: Determine the frequently used contact based on the target touchpoint data, and when the target user and the frequently used contact are inconsistent, select the frequently used contact to contact the user;

[0141] In this embodiment, the accounts registered in the banking system are matched one-to-one with users. However, the user interacting with the same account may not be the original registered user. For example, the original registered user may be a corporate finance staff member or other manager. If the registered user experiences job changes, resignation, or changes in contact information, the terminal device determines the account's frequently used contacts based on the target touchpoint data. When it is determined that the original registered user and the frequently used contacts are inconsistent, the device parses the contact information of the frequently used contacts and selects the frequently used contacts to make contact, thereby improving the success rate of contact and marketing.

[0142] Step S307: Determine the channel selection ratio of the target user based on the target touchpoint data, and generate the channel preference data based on the channel selection ratio to determine the contact channel of the target user.

[0143] In this embodiment, the terminal device determines the proportion of channel selection for each channel type among the target user's previous proactive contact with the bank based on the target touchpoint data, and generates and displays channel preference data based on the proportion to determine the target user's contact channels. When providing relevant services to the target user in the future, the terminal device selects the customer's preferred channel type.

[0144] Furthermore, in one feasible embodiment, the terminal device queries analytical data of the target touchpoint data via MySQL (My Structured Query Language).

[0145] Furthermore, in a feasible embodiment, the touch application data further includes touch trajectory, and step S302 above: generating the target user's touch application data based on the target touch data includes:

[0146] S3021: Determine the generation time of the target contact data;

[0147] In this embodiment, after reading multiple target touchpoint data of the target user, the terminal device determines the generation time of these target touchpoint data, that is, the historical interaction time between the customer and the bank that generates behavioral data.

[0148] S3022: Sort the target touch data according to the generation time to generate the touch trajectory of the target user.

[0149] In this embodiment, the terminal device sorts the target touch data according to the generation time of each target touch data, and generates and displays the touch trajectory of the target user based on the target user's target touch data with time as the axis.

[0150] It should be noted that, in this embodiment, the touchpoint trajectory may include various types such as the target user's visit logs, business transactions, marketing feedback, and document complaints. By querying the target user's touchpoint information, it is possible to interpret the customer's satisfaction with the bank's products and services in more detail, which facilitates targeted improvement of the customer experience.

[0151] It should also be noted that, in this embodiment, the terminal device can reverse-parse the target touch data according to the assembly format in the touch data storage table, thereby realizing the personalized display needs of the target user for each touch data in the touch trajectory.

[0152] In addition, in one feasible embodiment, the terminal device queries the touch point trajectory of the target touch point data through ES (ElasticSearch, a search server based on Lucene).

[0153] Furthermore, in one feasible embodiment, the touch application data also includes milestone data, and step S302 above further includes:

[0154] S3023: Traverse the target touch data to determine whether the target touch data contains a preset milestone keyword;

[0155] In this embodiment, the terminal device traverses the target touchpoint data to determine whether the target touchpoint data contains preset milestone keywords, such as business registration, strategic agreement implementation, product launch, and other related keyword information, and determines the important time nodes in the customer's business dealings or development strategy based on the keywords.

[0156] S3024: Use the target touchpoint data containing the milestone keyword as the milestone data.

[0157] In this embodiment, the terminal device uses the target bottoming data containing milestone keywords as milestone data and displays it on the screen, so that bank staff can understand customers more quickly based on the target user's milestone data and provide more targeted services.

[0158] Furthermore, in one feasible embodiment, the terminal device queries milestone data of the target touchpoint data via ES.

[0159] In this embodiment, as Figure 4 As shown in the embodiment of this application, the terminal device acquires bank customer touchpoint data from different channels, stores these touchpoint data in a touchpoint data storage table, and performs element extraction, data integration, and summary analysis on these touchpoint data. Then, based on the integrated touchpoint data information, specific touchpoint application data is generated, such as the target customer's touchpoint trajectory, milestone data, and analysis data. By parsing information such as the target customer's touchpoint channels, contact methods, contact information, and keyword recognition, touchpoint data analysis application forms such as channel preference analysis, contact method acceptance analysis, best contact person, and product recommendation are formed, which help the target customer's personalized management, service, and precise marketing, thereby improving the bank system's ability to analyze customer touchpoint data.

[0160] Furthermore, this application also proposes a contact data analysis system.

[0161] Please refer to Figure 5 The contact data analysis system of this application includes:

[0162] The touchpoint data acquisition module 10 is used to acquire touchpoint data from various channels;

[0163] The touch data storage module 20 is used to classify and store the touch data into a preset touch data storage table, wherein the structure of the touch data storage table is an unstructured data storage structure.

[0164] The data analysis module 30 is used to perform data analysis on the target contact data based on the contact data storage table.

[0165] Optionally, the contact data storage module 20 includes:

[0166] The element extraction unit is used to determine the channel type of the touchpoint data; determine the element extraction rules of the touchpoint data according to the channel type; and extract elements from the touchpoint data according to the element extraction rules to obtain the element information of the touchpoint data.

[0167] The data integration unit is used to classify and store the element information according to the channel type into the target area of ​​a preset touchpoint data storage table, wherein the target area corresponds to the channel type.

[0168] Optionally, the data analysis module 30 includes:

[0169] The target touch data reading unit is used to read the target touch data of the target user from the touch data storage table.

[0170] A touchpoint application data generation unit is used to generate touchpoint application data for the target user based on the target touchpoint data.

[0171] The data analysis unit is used to perform data analysis on the target touch point data based on the touch point application data.

[0172] Optionally, the touchpoint application data includes analytical data, which includes categorized statistical data, marketing analysis data, frequently used contacts and channel preference data. The data analysis module 30 further includes:

[0173] The classification and statistics unit is used to classify and statistically analyze the target touchpoint data according to preset classification and statistics rules to obtain the classification statistics data, and to perform data ranking analysis and stickiness analysis on the target users based on the classification statistics data;

[0174] The marketing analysis unit is used to determine the historical marketing feedback of the target user based on the target touchpoint data, and to generate the marketing analysis data based on the historical marketing feedback to determine the marketing strategy for the target user;

[0175] A frequently used contact determination unit is used to determine the frequently used contact based on the target touchpoint data, and to select the frequently used contact for contact when the target user and the frequently used contact are inconsistent;

[0176] The channel preference analysis unit is used to determine the channel selection ratio of the target user based on the target touchpoint data, and to generate channel preference data based on the channel selection ratio to determine the contact channels of the target user.

[0177] Optionally, the touch application data further includes touch trajectory, and the data analysis module 30 further includes:

[0178] A touch point trajectory generation unit is used to determine the generation time of the target touch point data; and to sort the target touch point data according to the generation time to generate the touch point trajectory of the target user.

[0179] Optionally, the touchpoint application data also includes milestone data, and the data analysis module 30 further includes:

[0180] The milestone data display unit is used to traverse the target touch point data to determine whether the target touch point data contains a preset milestone keyword; and to use the target touch point data containing the milestone keyword as the milestone data.

[0181] Optionally, the touch data acquisition module 10 includes:

[0182] The touch data acquisition unit is used to acquire initial touch data from each channel and convert the initial touch data into touch data in a preset file format.

[0183] The functions of each module in the above-mentioned contact data analysis system correspond to the steps in the above-mentioned contact data analysis method embodiment, and their functions and implementation processes will not be described in detail here.

[0184] In addition, this application also proposes a storage medium storing a program for contact data analysis, which, when executed by a processor, implements the steps of the contact data analysis method of this application as described above.

[0185] The specific embodiments of the storage medium in this application are basically the same as the embodiments of the contact data analysis method described above, and will not be repeated here.

[0186] It should be noted that, in this document, the terms "comprising," "including," or any other variations thereof are intended to cover non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements includes not only those elements but also other elements not expressly listed, or elements inherent to such a process, method, article, or apparatus. Unless otherwise specified, an element defined by the phrase "comprising one..." does not exclude the presence of other identical elements in the process, method, article, or apparatus that includes that element.

[0187] The sequence numbers of the embodiments in this application are for descriptive purposes only and do not represent the superiority or inferiority of the embodiments.

[0188] Through the above description of the embodiments, those skilled in the art can clearly understand that the methods of the above embodiments can be implemented by means of software plus necessary general-purpose hardware platforms. Of course, they can also be implemented by hardware, but in many cases the former is a better implementation method. Based on this understanding, the technical solution of this application, in essence, or the part that contributes to the prior art, can be embodied in the form of a software product. This computer software product is stored in a storage medium (such as ROM / RAM, magnetic disk, optical disk), and includes several instructions to cause a terminal device (which may be a mobile phone, computer, server, air conditioner, or network device, etc.) to execute the methods described in the various embodiments of this application.

[0189] The above are merely preferred embodiments of this application and do not limit the patent scope of this application. Any equivalent structural or procedural transformations made using the content of this application's specification and drawings, or direct or indirect applications in other related technical fields, are similarly included within the patent protection scope of this application.

Claims

1. A method for analyzing contact data, characterized in that, The contact data analysis method includes: Obtain touchpoint data from various channels; The touch data is categorized and stored in a preset touch data storage table, wherein the touch data storage table has an unstructured data storage structure. Data analysis of the target contact data is performed based on the aforementioned contact data storage table; The step of performing data analysis on the target touch point data based on the touch point data storage table includes: Read the target user's target touchpoint data from the touchpoint data storage table; Generate the target user's touchpoint application data based on the target touchpoint data; Data analysis is performed on the target touchpoint data based on the touchpoint application data; The touchpoint application data includes analytical data, which includes categorized statistical data, marketing analysis data, frequently used contacts and channel preference data; After the step of reading the target user's target touchpoint data from the touchpoint data storage table, the method further includes: The target touchpoint data is classified and statistically analyzed according to preset classification and statistical rules to obtain the classification statistics data, and the target users are ranked and analyzed based on the classification statistics data. Based on the target touchpoint data, determine the historical marketing feedback of the target user, and generate the marketing analysis data based on the historical marketing feedback to determine the marketing strategy for the target user; The frequently used contacts are determined based on the target touchpoint data, and when the target user and the frequently used contacts are not the same, the frequently used contacts are selected for contact. Based on the target touchpoint data, the channel selection percentage of the target user is determined, and based on the channel selection percentage, channel preference data is generated to determine the contact channels of the target user; The touchpoint application data also includes touchpoint trajectories, and the step of generating the target user's touchpoint application data based on the target touchpoint data includes: Determine the generation time of the target touch data; The target touchpoint data is sorted according to the generation time to generate the touchpoint trajectory of the target user.

2. The contact data analysis method as described in claim 1, characterized in that, The step of classifying and storing the touch data into a preset touch data storage table includes: Determine the channel type of the contact data; Determine the element extraction rules for the touchpoint data based on the channel type; The touch point data is extracted according to the aforementioned feature extraction rules to obtain the feature information of the touch point data; The element information is categorized and stored according to the channel type in the target area of ​​a preset touchpoint data storage table, wherein the target area corresponds to the channel type.

3. The contact data analysis method as described in claim 1, characterized in that, The touchpoint application data also includes milestone data, and the step of generating the target user's touchpoint application data based on the target touchpoint data further includes: Traverse the target touch data to determine whether the target touch data contains a preset milestone keyword; The target touchpoint data containing the milestone keyword is used as the milestone data.

4. The contact data analysis method according to any one of claims 1 to 3, characterized in that, The steps for obtaining touchpoint data from each channel include: Obtain initial touchpoint data from each channel; The initial contact data is converted into contact data in a preset file format.

5. A contact data analysis system, characterized in that, The contact data analysis system includes: The touchpoint data acquisition module is used to acquire touchpoint data from various channels. The touch data storage module is used to classify and store the touch data into a preset touch data storage table, wherein the structure of the touch data storage table is an unstructured data storage structure. The data analysis module is used to perform data analysis on the target touch point data based on the touch point data storage table; The data analysis module includes: The target touch data reading unit is used to read the target touch data of the target user from the touch data storage table. A touchpoint application data generation unit is used to generate touchpoint application data for the target user based on the target touchpoint data. The data analysis unit is used to perform data analysis on the target touch point data based on the touch point application data; The touchpoint application data includes analytical data, which includes categorized statistical data, marketing analysis data, frequently used contact and channel preference data. The data analysis module further includes: The classification and statistics unit is used to classify and statistically analyze the target touchpoint data according to preset classification and statistics rules to obtain the classification statistics data, and to perform data ranking analysis and stickiness analysis on the target users based on the classification statistics data; The marketing analysis unit is used to determine the historical marketing feedback of the target user based on the target touchpoint data, and to generate the marketing analysis data based on the historical marketing feedback to determine the marketing strategy for the target user; A frequently used contact determination unit is used to determine the frequently used contact based on the target touchpoint data, and to select the frequently used contact for contact when the target user and the frequently used contact are inconsistent; The channel preference analysis unit is used to determine the channel selection ratio of the target user based on the target touchpoint data, and to generate channel preference data based on the channel selection ratio to determine the contact channels of the target user. The touch point application data also includes touch point trajectories, and the data analysis module further includes: A touch point trajectory generation unit is used to determine the generation time of the target touch point data; and to sort the target touch point data according to the generation time to generate the touch point trajectory of the target user.

6. A terminal device, characterized in that, The terminal device includes: a memory, a processor, and a contact data analysis program stored in the memory and executable on the processor. When the contact data analysis program is executed by the processor, it implements the steps of the contact data analysis method as described in any one of claims 1 to 4.

7. A computer-readable storage medium, characterized in that, The computer-readable storage medium stores a contact data analysis program, which, when executed by a processor, implements the steps of the contact data analysis method as described in any one of claims 1 to 4.

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