Electric power business hall intelligent customer service method and system based on AR digital human technology

Abstract

The invention discloses an electric power business hall intelligent customer service method and system based on an AR digital human technology, and relates to the technical field of virtual reality, and the method comprises the steps: constructing a virtual digital human, and collecting customer data; using the virtual digital human to guide the customer to carry out business application; receiving a service application of a client, and processing a client application service; feeding back a service processing result and guiding the client to carry out subsequent operation; carrying out encryption processing on the collected client data; according to the invention, the AR technology is used to superpose the virtual digital human in a real environment, the 3D modeling, gesture recognition and speech synthesis technologies are used to smoothly communicate with the customer, interactive business consultation and operation guidance are provided for the customer, personalized service content can be provided according to the specific demand and behavior of the customer, the waiting time of the customer is reduced, and the customer experience is improved. And service efficiency is improved.

Description

Technical Field

[0001] The present invention relates to the field of virtual reality technology, and in particular to an intelligent customer service method and system for a power business hall based on AR digital human technology. Background Art

[0002] The power business hall is an important place for power companies to provide customers with business processing, information consultation and service support. With the advancement of technology and the changing needs of users, some technical solutions have proposed the application of AR technology in customer service, providing customers with information display and operation guidance through augmented reality devices including smart glasses and tablets, and providing users with interactive services in the form of virtual characters.

[0003] Although existing technical solutions have achieved certain application effects in different fields, there are still deficiencies in their specific applications in power business halls. Most of the existing AR and digital human technical solutions are designed for specific scenarios and are difficult to directly apply to the complex business processes and diversified customer needs of power business halls. The existing digital human virtual assistants have limited intelligence when interacting with users and are unable to fully understand and respond to users' personalized needs. The interactive experience needs to be improved. Summary of the invention

[0004] In view of the problems existing in the above-mentioned existing intelligent customer service method and system of power business hall based on AR digital human technology, the present invention is proposed.

[0005] Therefore, the problem to be solved by the present invention is that the AR and digital human technical solutions are not highly adaptable and have limited interactivity.

[0006] In order to solve the above technical problems, the present invention provides the following technical solutions: an intelligent customer service method for a power business hall based on AR digital human technology, which includes: building a virtual digital human and collecting customer data; using the virtual digital human to guide customers to apply for services; receiving customers' business applications and processing customers' business applications; feeding back business processing results and guiding customers to perform subsequent operations; and encrypting customer data.

[0007] As a preferred solution of the intelligent customer service method of the power business hall based on AR digital human technology of the present invention, wherein: the construction of the virtual digital human refers to,

[0008] Design the image of the virtual digital human, use the 3D modeling software Blender to create the 3D model of the virtual digital human, including the head, body and limbs of the virtual digital human, and use the bone binding technology to add the bone structure to the 3D model of the virtual digital human;

[0009] Professional actors are used to record a series of standard movements and expressions required for customer service work, including waving, nodding, and smiling. During the recording process, motion capture equipment is worn to capture the professional actors' movement data. The collected movement data is then mapped to the skeletal structure of a virtual digital human to generate the movements and expressions of the virtual digital human.

[0010] As a preferred solution of the intelligent customer service method of the power business hall based on AR digital human technology of the present invention, wherein: the collecting of customer data refers to,

[0011] When customers enter the power business hall, they will be provided with AR display devices including smart glasses, handheld devices, mobile phones and tablets. After the customers put on the AR display devices, the virtual digital human customer service will be automatically turned on. The virtual digital human will be displayed on the interactive interface of the AR display device. The customers will express their needs through voice and gestures, including checking electricity bills, paying bills and reporting repairs. The virtual digital human will communicate with the customers through voice recognition, gesture recognition and natural language processing technologies to collect customer needs.

[0012] As a preferred solution of the intelligent customer service method of the power business hall based on AR digital human technology of the present invention, wherein: the guiding the customer to apply for the service refers to,

[0013] Recommend relevant services to customers based on collected customer needs and guide customers to fill in relevant service application data, including customer personal data and contact information;

[0014] The virtual digital person organizes the customer's business application data, extracts key data, generates a customer business application data package and sends it to the power business office. The key data includes customer account number, business type, application time and contact information.

[0015] As a preferred solution of the intelligent customer service method of the power business hall based on AR digital human technology of the present invention, wherein: the receiving of the customer's service application and processing of the customer's service application refer to,

[0016] Receive a customer service application data packet and verify the customer service application data, including customer account length verification, format verification and legality verification, service type verification, contact information validity verification and application time verification;

[0017] For business applications that fail verification, indicate the reasons for failure and provide feedback to the customer;

[0018] For the service applications that pass the verification, a service request processing information package is generated according to the service application information and sent to the power company for service processing.

[0019] As a preferred solution of the intelligent customer service method of the power business hall based on AR digital human technology of the present invention, wherein: the feedback of business processing results and guiding customers to perform subsequent operations refers to,

[0020] After the power company completes the customer service processing, it generates a processing result data packet and sends it to the virtual digital human. The virtual digital human parses the data in the processing result data packet and displays the service processing results to the customer through voice, text and AR interface. The service processing results include electricity fee inquiry results, payment results and fault repair results;

[0021] If the business processing result is successful, the customer will be guided to download and view the payment receipt and the fault repair process;

[0022] If the business processing result is a failure, the customer will be informed of the reason for the failure and, based on the reason for the failure, will be guided to resubmit the business application and contact manual customer service to handle the business.

[0023] As a preferred solution of the intelligent customer service method of the power business hall based on AR digital human technology of the present invention, wherein: the encryption processing of customer data refers to:

[0024] AES is used to encrypt customer personal data, DES is used to encrypt customer financial data, and the encrypted customer personal data and financial data are re-encrypted using the RSA algorithm. During the customer data transmission process, data is transmitted through the HTTPS secure channel and stored in the database. Multi-factor authentication is used when customers conduct business, including passwords, one-time verification codes and biometrics. For external data access, customer authorization must be obtained.

[0025] As a preferred solution of the intelligent customer service system of the power business hall based on AR digital human technology described in the present invention, it includes:

[0026] Digital human generation module, used to generate virtual digital humans and collect customer data;

[0027] Intelligent guidance module, used to use virtual digital people to guide customers in business applications;

[0028] Business processing module, used to process customers' business applications;

[0029] Business feedback module, used to feed back business processing results to customers and guide them to perform subsequent operations;

[0030] Data encryption module, used to encrypt customers' personal and financial data.

[0031] A computer device comprises: a memory and a processor; the memory stores a computer program, and the processor implements the steps of an intelligent customer service method for an electric power business hall based on AR digital human technology when executing the computer program.

[0032] A computer-readable storage medium stores a computer program, which, when executed by a processor, implements the steps of an intelligent customer service method for an electric power business hall based on AR digital human technology.

[0033] The beneficial effects of the present invention are as follows: the present invention uses AR technology to superimpose virtual digital people in a real environment, uses 3D modeling, gesture recognition and speech synthesis technology to communicate smoothly with customers, provides customers with interactive business consultation and operation guidance, and can provide personalized service content according to the specific needs and behaviors of customers, thereby reducing customer waiting time and improving service efficiency. BRIEF DESCRIPTION OF THE DRAWINGS

[0034] In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the accompanying drawings required for use in the description of the embodiments will be briefly introduced below. Obviously, the accompanying drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, other accompanying drawings can be obtained based on these accompanying drawings without paying creative work.

[0035] Figure 1 This is a flowchart of the intelligent customer service method of the power business hall based on AR digital human technology.

[0036] Figure 2 Schematic diagram of the process of handling business for customers.

[0037] Figure 3 This is a structural diagram of the intelligent customer service system of the power business hall based on AR digital human technology. DETAILED DESCRIPTION

[0038] In order to make the above-mentioned objects, features and advantages of the present invention more obvious and easy to understand, the specific embodiments of the present invention are described in detail below in conjunction with the accompanying drawings.

[0039] In the following description, many specific details are set forth to facilitate a full understanding of the present invention, but the present invention may also be implemented in other ways different from those described herein, and those skilled in the art may make similar generalizations without violating the connotation of the present invention. Therefore, the present invention is not limited to the specific embodiments disclosed below.

[0040] Secondly, the term "one embodiment" or "embodiment" as used herein refers to a specific feature, structure, or characteristic that may be included in at least one implementation of the present invention. The term "in one embodiment" that appears in different places in this specification does not necessarily refer to the same embodiment, nor is it a separate or selective embodiment that is mutually exclusive with other embodiments.

[0041] Example 1

[0042] Reference Figure 1 and Figure 2 , which is the first embodiment of the present invention, and which provides an intelligent customer service method for a power business hall based on AR digital human technology. The intelligent customer service method for a power business hall based on AR digital human technology includes:

[0043] S1. Build virtual digital people and collect customer data;

[0044] Furthermore, constructing a virtual digital human finger,

[0045] Design the image of the virtual digital human, use the 3D modeling software Blender to create the 3D model of the virtual digital human, including the head, body and limbs of the virtual digital human, and use the bone binding technology to add the bone structure to the 3D model of the virtual digital human;

[0046] Professional actors are used to record a series of standard movements and expressions for customer service work, including waving, nodding and smiling. During the recording process, motion capture equipment is worn to capture the professional actors' movement data. The collected movement data is then mapped to the skeletal structure of the virtual digital human to generate the movements and expressions of the virtual digital human, allowing the virtual digital human to change expressions and movements, making it easier to communicate with customers.

[0047] By building a virtual digital human model, we can respond to customer needs in real time, without being restricted by time and space, and provide customers with uninterrupted service, ensuring that customers can get support and help at any time. By using virtual digital humans instead of real customer service personnel to provide services, we can reduce human resource expenditures, reduce the error rate caused by manual operations, and improve the accuracy of data collection. Virtual digital humans can handle requests from multiple customers at the same time, which can shorten customer waiting time and improve customer satisfaction.

[0048] Going a step further, collecting customer data means,

[0049] When customers enter the power business hall, they will be provided with AR display devices including smart glasses, handheld devices, mobile phones and tablets. After the customers put on the AR display devices, the virtual digital human customer service will be automatically turned on. The virtual digital human will be displayed on the interactive interface of the AR display device. The customers will express their needs through voice and gestures, including checking electricity bills, paying bills and reporting repairs. The virtual digital human will communicate with the customers through voice recognition, gesture recognition and natural language processing technologies to collect customer needs.

[0050] By using the interactive interface of AR display devices to interact with customers, using virtual digital people to guide customers and collect customer needs, this interactive method can provide differentiated products and services based on the characteristics and needs of different customer groups, improve market competitiveness and customer satisfaction, and by using virtual digital people to collect customer data, the collected data can help companies better understand customer needs and market trends, provide data support for optimizing product and service strategies, and improve customer satisfaction.

[0051] S2. Use virtual digital people to guide customers in business applications;

[0052] Furthermore, guiding customers to apply for services means,

[0053] Recommend relevant services to customers based on collected customer needs and guide customers to fill in relevant service application data, including customer personal data and contact information;

[0054] The virtual digital person organizes the customer's business application data, extracts key data, generates a customer business application data package and sends it to the power business office. The key data includes customer account number, business type, application time and contact information.

[0055] By using virtual digital humans to guide customers in business applications, real-time help and guidance can be provided to customers to ensure the normal progress of the business process. This guided help can intuitively explain complex steps and terms, making it easy for customers to understand and correctly fill out application materials. During the business application process, virtual digital humans can respond to customers' questions and requests instantly, provide real-time feedback and support, and ensure that customers can solve problems in a timely manner when they encounter problems. Virtual digital humans can also imitate natural conversations to provide customers with personalized advice and answers, thereby improving customer experience and enhancing customer stickiness.

[0056] S3. Receive business applications from customers and process their business applications;

[0057] Furthermore, receiving business applications from customers and processing business applications from customers means,

[0058] Receive a customer service application data packet and verify the customer service application data, including customer account length verification, format verification and legality verification, service type verification, contact information validity verification and application time verification;

[0059] For business applications that fail verification, indicate the reasons for failure and provide feedback to the customer;

[0060] For the service applications that pass the verification, a service request processing information package is generated according to the service application information and sent to the power company for service processing.

[0061] By automatically receiving business applications from customers and processing them, human intervention is reduced, the speed and accuracy of business processing is improved, and unnecessary delays are avoided by verifying whether customer application materials are complete and comply with relevant regulations and laws and regulations. By automatically processing customer application services through the power business hall system, human resources are released, allowing employees to focus on more complex work tasks, improving overall operational efficiency, and thus improving the company's service quality and competitiveness.

[0062] S4. Feedback the business processing results and guide customers to perform subsequent operations;

[0063] Furthermore, feedback on business processing results and guidance for customers to perform subsequent operations are provided.

[0064] After the power company completes the customer service processing, it generates a processing result data packet and sends it to the virtual digital human. The virtual digital human parses the data in the processing result data packet and displays the service processing results to the customer through voice, text and AR interface. The service processing results include electricity fee inquiry results, payment results and fault repair results;

[0065] If the business processing result is successful, the customer will be guided to download and view the payment receipt and the fault repair process;

[0066] If the business processing result is a failure, the customer will be informed of the reason for the failure and, based on the reason for the failure, will be guided to resubmit the business application and contact manual customer service to handle the business.

[0067] By feeding back the results of business processing to customers, customers can promptly understand the processing status of their business applications, which not only reduces customers' waiting and anxiety, but also increases the transparency of business processing, allowing customers to feel the efficiency and professionalism of the service, and guiding customers to perform subsequent operations, including prompting customers to provide additional information, completed payment steps and other necessary subsequent operations, to avoid business interruptions caused by customers' lack of understanding of subsequent steps, thereby improving the overall business completion rate, and can provide customized subsequent operation guidance based on the customer's specific situation and needs, so that customers can feel the value of personalized services and improve customer satisfaction.

[0068] S5. Encrypt customer data;

[0069] Furthermore, encrypting customer data means:

[0070] AES is used to encrypt customer personal data, DES is used to encrypt customer financial data, and the encrypted customer personal data and financial data are re-encrypted using the RSA algorithm. During the customer data transmission process, data is transmitted through the HTTPS secure channel and stored in the database to facilitate subsequent data query and data management. Multi-factor authentication is used when customers conduct business, including passwords, one-time verification codes and biometrics. For external data access, customer authorization must be obtained.

[0071] By adopting multi-level encryption and identity authentication methods during the processing and transmission of customer data, we can prevent unauthorized access and malicious attacks, reduce the risk of data theft and tampering, ensure the security of customer data, and effectively protect the customer's personal data and property safety. By performing secondary encryption, we enhance the data protection level, provide higher security, prevent complex attack methods, and significantly improve the overall security. In addition, through a clear authorization mechanism, we ensure that the outside world must obtain the customer's consent before accessing the customer's data, avoid data access and use without the customer's consent, protect the customer's control and privacy, and improve customer satisfaction.

[0072] Example 2

[0073] Reference Figure 3 , which is the second embodiment of the present invention. This embodiment is different from the previous embodiment and provides an intelligent customer service system for power business halls based on AR digital human technology, including:

[0074] Digital human generation module, used to generate virtual digital humans and collect customer data;

[0075] Intelligent guidance module, used to use virtual digital people to guide customers in business applications;

[0076] Business processing module, used to process customers' business applications;

[0077] Business feedback module, used to feed back business processing results to customers and guide them to perform subsequent operations;

[0078] Data encryption module, used to encrypt customers' personal and financial data.

[0079] If the functions are implemented in the form of software functional units and sold or used as independent products, they can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of the present invention, or the part that contributes to the prior art or the part of the technical solution, can be embodied in the form of a software product. The computer software product is stored in a storage medium, including several instructions for a computer device (which can be a personal computer, a server, or a network device, etc.) to perform all or part of the steps of the methods described in each embodiment of the present invention. The aforementioned storage medium includes: U disk, mobile hard disk, read-only memory (ROM, Read-Only Memory), random access memory (RAM, Random Access Memory), disk or optical disk, etc., which can store program codes.

[0080] The logic and / or steps represented in the flowchart or otherwise described herein, for example, can be considered as an ordered list of executable instructions for implementing logical functions, and can be embodied in any computer-readable medium for use by an instruction execution system, device or apparatus (such as a computer-based system, a system including a processor, or other system that can fetch instructions from an instruction execution system, device or apparatus and execute instructions), or in conjunction with such instruction execution systems, devices or apparatuses. For the purposes of this specification, "computer-readable medium" can be any device that can contain, store, communicate, propagate or transmit a program for use by an instruction execution system, device or apparatus, or in conjunction with such instruction execution systems, devices or apparatuses.

[0081] More specific examples of computer-readable media (a non-exhaustive list) include the following: an electrical connection with one or more wires (electronic device), a portable computer disk case (magnetic device), a random access memory (RAM), a read-only memory (ROM), an erasable and programmable read-only memory (EPROM or flash memory), an optical fiber device, and a portable compact disk read-only memory (CDROM). In addition, the computer-readable medium may even be a paper or other suitable medium on which the program is printed, since the program may be obtained electronically, for example, by optically scanning the paper or other medium, followed by editing, deciphering or, if necessary, processing in another suitable manner, and then stored in a computer memory.

[0082] It should be understood that the various parts of the present invention can be implemented by hardware, software, firmware or a combination thereof. In the above embodiments, multiple steps or methods can be implemented by software or firmware stored in a memory and executed by a suitable instruction execution system. For example, if implemented by hardware, as in another embodiment, it can be implemented by any one of the following technologies known in the art or their combination: a discrete logic circuit having a logic gate circuit for implementing a logic function for a data signal, a dedicated integrated circuit having a suitable combination of logic gate circuits, a programmable gate array (PGA), a field programmable gate array (FPGA), etc.

[0083] It should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention rather than to limit it. Although the present invention has been described in detail with reference to the preferred embodiments, those skilled in the art should understand that the technical solutions of the present invention can be modified or replaced by equivalents without departing from the spirit and scope of the technical solutions of the present invention, which should be included in the scope of the claims of the present invention.

Claims

1. An intelligent customer service method for power business halls based on AR digital human technology, characterized by: include, Build virtual digital people and collect customer data; Use virtual digital people to guide customers through business applications; Receive business applications from customers and process their business applications; Provide feedback on business processing results and guide customers to perform subsequent operations; Encrypt customer data.

2. The intelligent customer service method for electric power business hall based on AR digital human technology as claimed in claim 1, characterized in that: The construction of a virtual digital person refers to: Design the image of the virtual digital human, use the 3D modeling software Blender to create the 3D model of the virtual digital human, including the head, body and limbs of the virtual digital human, and use the bone binding technology to add the bone structure to the 3D model of the virtual digital human; Professional actors are used to record a series of standard movements and expressions required for customer service work, including waving, nodding, and smiling. During the recording process, motion capture equipment is worn to capture the professional actors' movement data. The collected movement data is then mapped to the skeletal structure of a virtual digital human to generate the movements and expressions of the virtual digital human.

3. The intelligent customer service method for electric power business hall based on AR digital human technology as claimed in claim 2, characterized in that: The collection of customer data refers to: When customers enter the power business hall, they will be provided with AR display devices including smart glasses, handheld devices, mobile phones and tablets. After the customers put on the AR display devices, the virtual digital human customer service will be automatically turned on. The virtual digital human will be displayed on the interactive interface of the AR display device. The customers will express their needs through voice and gestures, including checking electricity bills, paying bills and reporting repairs. The virtual digital human will communicate with the customers through voice recognition, gesture recognition and natural language processing technologies to collect customer needs.

4. The intelligent customer service method for electric power business hall based on AR digital human technology as claimed in claim 3, characterized in that: Guiding customers to apply for services refers to: Recommend relevant services to customers based on collected customer needs and guide customers to fill in relevant service application data, including customer personal data and contact information; The virtual digital person organizes the customer's business application data, extracts key data, generates a customer business application data package and sends it to the power business office. The key data includes customer account number, business type, application time and contact information.

5. The intelligent customer service method for electric power business hall based on AR digital human technology as claimed in claim 4, characterized in that: The receiving of a customer's business application and processing of the customer's business application refers to: Receive a customer service application data packet and verify the customer service application data, including customer account length verification, format verification and legality verification, service type verification, contact information validity verification and application time verification; For business applications that fail verification, indicate the reasons for failure and provide feedback to the customer; For the service applications that pass the verification, a service request processing information package is generated according to the service application information and sent to the power company for service processing.

6. The intelligent customer service method for electric power business hall based on AR digital human technology as claimed in claim 5, characterized in that: The feedback of business processing results and guiding customers to perform subsequent operations refers to: After the power company completes the customer service processing, it generates a processing result data packet and sends it to the virtual digital human. The virtual digital human parses the data in the processing result data packet and displays the service processing results to the customer through voice, text and AR interface. The service processing results include electricity fee inquiry results, payment results and fault repair results; If the business processing result is successful, the customer will be guided to download and view the payment receipt and the fault repair process; If the business processing result is a failure, the customer will be informed of the reason for the failure and, based on the reason for the failure, will be guided to resubmit the business application and contact manual customer service to handle the business.

7. The intelligent customer service method for electric power business hall based on AR digital human technology as claimed in claim 6, characterized in that: The encryption of customer data refers to: AES is used to encrypt customer personal data, DES is used to encrypt customer financial data, and the encrypted customer personal data and financial data are re-encrypted using the RSA algorithm. During the customer data transmission process, data is transmitted through the HTTPS secure channel and stored in the database. Multi-factor authentication is used when customers conduct business, including passwords, one-time verification codes and biometrics. For external data access, customer authorization must be obtained.

8. An intelligent customer service system for electric power business halls based on AR digital human technology and an intelligent customer service method for electric power business halls based on AR digital human technology as claimed in any one of claims 1 to 7, characterized in that: include, Digital human generation module, used to generate virtual digital humans and collect customer data; Intelligent guidance module, which uses virtual digital people to guide customers in business applications; Business processing module, used to process customers' business applications; Business feedback module, used to feed back business processing results to customers and guide them to perform subsequent operations; Data encryption module, used to encrypt customers' personal and financial data.

9. A computer device comprising: Memory and processor; The memory stores a computer program, characterized in that when the processor executes the computer program, the steps of the intelligent customer service method of the power business hall based on AR digital human technology described in any one of claims 1 to 7 are implemented.

10. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by the processor, the steps of the intelligent customer service method of the power business hall based on AR digital human technology described in any one of claims 1 to 7 are implemented.

Images