Business handling method and device, computer equipment and storage medium

Abstract

The invention relates to a business handling method and device, computer equipment and a storage medium, relates to the technical field of artificial intelligence, and particularly can be applied to the technical field of finance. The method comprises the following steps: receiving a business handling request initiated by a target user through a user side, wherein the business handling request carries a to-be-handled target business; determining a user identity verification mode according to the user side information of the user side and / or the historical business handling record of the target user, and performing identity verification on the target user based on the identity verification mode; if the verification is passed, determining a target service party from a virtual service party and a manual service party according to the type of the target service; and controlling the target service party to establish an audio and video call with the user side, so that the target service party handles a target service for the target user based on the audio and video call. By adopting the method, the business handling efficiency can be improved, and labor resources and cost are saved to a certain extent.

Description

Technical Field

[0001] The present application relates to the field of artificial intelligence technology, and in particular to a business processing method, apparatus, computer equipment and storage medium, which can be applied to the field of financial technology or other technical fields. Background Art

[0002] With the rapid development of Internet technology, the business processes, product models and customer service methods of financial institutions are constantly changing. Online, mobile and intelligent service models have become an irreversible trend in the banking industry.

[0003] However, for some services of financial institutions, service personnel of financial institutions are required to manually guide and assist users to complete them. Therefore, such services cannot be handled online and users must be required to handle them at financial institution outlets. Considering the time and space constraints of users' time and geographical location, there are certain difficulties in handling them at offline outlets, resulting in low efficiency in business handling. Summary of the invention

[0004] Based on this, it is necessary to provide a business processing method, device, computer equipment, and storage medium that can improve business processing efficiency in response to the above technical problems.

[0005] In a first aspect, the present application provides a business handling method. The method comprises:

[0006] Receiving a service processing request initiated by a target user through a user terminal, wherein the service processing request carries a target service to be processed;

[0007] Determine a user identity authentication method according to the user terminal information of the user terminal and / or the historical business handling record of the target user, and authenticate the target user based on the identity authentication method;

[0008] If the verification is successful, the target service provider is determined from the virtual service provider and the manual service provider according to the type of the target business;

[0009] The target service provider is controlled to establish an audio and video call with the user terminal, so that the target service provider can handle the target service for the target user based on the audio and video call.

[0010] In one embodiment, determining the user identity authentication method according to the user terminal information of the user terminal and the historical business handling record of the target user includes:

[0011] Determining a first verification method according to the current location information of the user terminal and the identification information of the user terminal;

[0012] Determine the handling frequency of the target service according to the historical service handling record of the target user, and determine the second verification method according to the relationship between the handling frequency and the preset frequency range;

[0013] A user identity authentication method is determined according to the first authentication method and the second authentication method.

[0014] In one embodiment, determining the target service provider from the virtual service provider and the manual service provider according to the type of the target business includes:

[0015] Determining whether the service type of the target service is a standard service type, wherein the service of the standard service type has a fixed service process;

[0016] If yes, the virtual service provider is used as the target service provider;

[0017] If not, the manual service provider is used as the target service provider.

[0018] In one embodiment, the method further comprises:

[0019] If user identity information is required for handling the target business, a shooting method of the identity information is determined according to the risk level of the target business, and based on the shooting method, an identity image upload request is initiated to the user terminal;

[0020] Acquire the identity image fed back by the user terminal based on the identity image upload request;

[0021] Verifying the identity image based on the shooting method;

[0022] If the verification is successful, identifying the user identity information of the target user from the identity image based on an optical character recognition algorithm;

[0023] Correspondingly, controlling the target service provider to establish audio and video communication with the user terminal so that the target service provider can handle the target service for the target user based on the audio and video communication includes:

[0024] The user identity information is sent to the target service provider, and the target service provider is controlled to establish audio and video communication with the user terminal, so that the target service provider can handle the target service for the target user based on the audio and video communication and the user identity information.

[0025] In one embodiment, the method further comprises:

[0026] If it is detected that the target service is completed, a service processing notification message is generated and sent to the user terminal.

[0027] In one embodiment, if the target service provider is a virtual service provider, after controlling the target service provider to establish audio and video communication with the user terminal, the method further includes:

[0028] If a service party switching request initiated by the user terminal is received, the virtual service party is controlled to disconnect the audio and video communication with the user terminal, and the manual service party is controlled to establish the audio and video communication with the user terminal.

[0029] In a second aspect, the present application also provides a service processing device. The device includes:

[0030] A receiving module, used to receive a service handling request initiated by a target user through a user terminal, wherein the service handling request carries a target service to be handled;

[0031] A verification module, used to determine a user identity verification method according to the user terminal information of the user terminal and / or the historical business handling record of the target user, and authenticate the target user based on the identity verification method;

[0032] A selection module, for determining a target service provider from a virtual service provider and a manual service provider according to the type of the target business if the verification is passed;

[0033] The processing module is used to control the target service provider to establish an audio and video call with the user terminal, so that the target service provider can process the target service for the target user based on the audio and video call.

[0034] In a third aspect, the present application further provides a computer device. The computer device includes a memory and a processor, the memory stores a computer program, and the processor implements the following steps when executing the computer program:

[0035] Receiving a service processing request initiated by a target user through a user terminal, wherein the service processing request carries a target service to be processed;

[0036] Determine a user identity authentication method according to the user terminal information of the user terminal and / or the historical business handling record of the target user, and authenticate the target user based on the identity authentication method;

[0037] If the verification is successful, the target service provider is determined from the virtual service provider and the manual service provider according to the type of the target business;

[0038] The target service provider is controlled to establish an audio and video call with the user terminal, so that the target service provider can handle the target service for the target user based on the audio and video call.

[0039] In a fourth aspect, the present application further provides a computer-readable storage medium. The computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the following steps are implemented:

[0040] Receiving a service processing request initiated by a target user through a user terminal, wherein the service processing request carries a target service to be processed;

[0041] Determine a user identity authentication method according to the user terminal information of the user terminal and / or the historical business handling record of the target user, and authenticate the target user based on the identity authentication method;

[0042] If the verification is successful, the target service provider is determined from the virtual service provider and the manual service provider according to the type of the target business;

[0043] The target service provider is controlled to establish an audio and video call with the user terminal, so that the target service provider can handle the target service for the target user based on the audio and video call.

[0044] In a fifth aspect, the present application further provides a computer program product. The computer program product includes a computer program, and when the computer program is executed by a processor, the following steps are implemented:

[0045] Receiving a service processing request initiated by a target user through a user terminal, wherein the service processing request carries a target service to be processed;

[0046] Determine a user identity authentication method according to the user terminal information of the user terminal and / or the historical business handling record of the target user, and authenticate the target user based on the identity authentication method;

[0047] If the verification is successful, the target service provider is determined from the virtual service provider and the manual service provider according to the type of the target business;

[0048] The target service provider is controlled to establish an audio and video call with the user terminal, so that the target service provider can handle the target service for the target user based on the audio and video call.

[0049] The above-mentioned business handling method, device, computer equipment and storage medium determine the user identity authentication method according to the user terminal information of the user terminal and / or the historical business handling record of the target user, so as to realize that different methods are used to verify the user identity at the user terminal for different scenarios, thereby improving the flexibility of identity authentication and ensuring the accuracy of the identity authentication result. Further, based on the identity authentication method, the target user is authenticated; if the authentication is passed, the target service provider is determined from the virtual service provider and the manual service provider according to the type of the target business, and the target service provider is controlled to establish an audio and video call with the user terminal, so that the target service provider can handle the target business for the target user based on the audio and video call. In this embodiment, the virtual service provider or the manual service provider is used at the client to guide and assist the user in handling the business, breaking the limitations of time and space and improving the efficiency of the user in handling the business. In addition, this embodiment not only provides a reasonable way to determine the target service provider, but also saves the resources of the manual service provider to a certain extent by introducing the virtual service provider. BRIEF DESCRIPTION OF THE DRAWINGS

[0050] FIG1 is an application environment diagram of a business handling method in one embodiment;

[0051] FIG2 is a schematic diagram of a process flow of a business handling method in one embodiment;

[0052] Figure 3 A schematic diagram of a process for determining a user identity authentication method in one embodiment;

[0053] Figure 4 The following is a flowchart of a process for obtaining identity information of a target user in one embodiment;

[0054] Figure 5 A flowchart of a business handling method in another embodiment;

[0055] Figure 6 It is a structural block diagram of a business processing device in an embodiment;

[0056] Figure 7 It is a structural block diagram of a business processing device in another embodiment;

[0057] FIG. 8 is a diagram showing the internal structure of a computer device in one embodiment. DETAILED DESCRIPTION

[0058] In order to make the purpose, technical solution and advantages of the present application more clearly understood, the present application is further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present application and are not used to limit the present application.

[0059] The business handling method provided in the embodiment of the present application can be applied to the application environment as shown in Figure 1. Among them, the terminal 101 communicates with the server 102 through the network. The data storage system can store the data that the server 102 needs to process. The data storage system can be integrated on the server 102, or it can be placed on the cloud or other network servers. Among them, the terminal 101 is installed with a user terminal of a financial institution for users, and the user can initiate a request to handle various businesses to the server 102 at the user terminal to request the server 102 to handle related businesses for the user. Server 102 can be a platform for financial institutions to establish audio and video services. The target server 103 performs audio and video communication with the terminal 101 through the audio and video platform 102, and the target server 103 handles business for the user through the business system 104. Optionally, the business system 104 can be a system used by financial institutions to handle various businesses. After receiving the service request initiated by the target user through the user terminal and carrying the target service to be processed, the server 102 determines the user identity authentication method according to the user terminal information of the user terminal and / or the historical service processing record of the target user, and authenticates the target user based on the identity authentication method; if the authentication is successful, the server 102 determines the target service party (i.e., the target service party 103 in Figure 1) from the virtual service party and the manual service party according to the type of the target service; controls the target service party to establish an audio and video call with the user terminal, so that the target service party can handle the target service for the target user based on the audio and video call. Among them, the terminal 101 can be, but is not limited to, various personal computers, laptops, smart phones, tablet computers, etc. The server 102 can be implemented as an independent server or a server cluster composed of multiple servers.

[0060] In one embodiment, as shown in FIG. 2 , a business handling method is provided, which is described by taking the method applied to the server 102 in FIG. 1 as an example, and includes the following steps:

[0061] S201, receiving a service processing request initiated by a target user through a user terminal.

[0062] Among them, the target user can be a user who applies to handle business in any financial institution. The user terminal is a user-oriented application within the financial institution, which is installed in the terminal held by the target user. When a user has a business handling demand, a business handling request is initiated by the user terminal to the server to instruct the server to handle the corresponding business. The business handling request carries the target business to be handled. The target business can be the business that the user currently needs to handle, for example, it can be a transfer, remittance, modification of personal information, viewing of account information, etc. Optionally, the target business of this embodiment is preferably a business that requires manual guidance and assistance from the user to complete.

[0063] Optionally, when a user needs to handle a service that is performed through manual guidance, such as canceling account information, a service processing request (such as a request to cancel account information) can be initiated in the corresponding functional module on the user side. The server can receive the service processing request and extract the target service to be processed (such as canceling account information).

[0064] S202, determining a user identity authentication method according to the user terminal information of the user terminal and / or the historical business handling record of the target user, and authenticating the target user based on the identity authentication method.

[0065] The user terminal information may be user terminal usage information, such as a login address commonly used by the user terminal, or inherent attribute information of the user terminal, such as a mobile identification code of the terminal where the user terminal is located. The historical service handling record of the target user may be record information of the target user handling various services in the recent period of time, which may reflect the frequency of the target user handling the target service in the recent period of time, such as the number of times the target user handled the target service in the past week.

[0066] User identity authentication method refers to the method that can be used to verify the real identity of the user, including but not limited to verification code verification, live face verification, password verification, fingerprint verification, etc., and different verification methods have different security levels. Specifically, they can be ranked from high to low according to the security level: live face verification, fingerprint verification, password verification, verification code verification.

[0067] Optionally, based on the user terminal information of the user terminal, the method for determining the user identity authentication method may be: based on the consistent comparison result of the login address commonly used by the user terminal and the current login address of the user terminal, and the consistent comparison result of the mobile identification code of the terminal where the user terminal is located and the mobile identification code information of the terminal commonly used by the user terminal, the risk level of the target user's account may be determined. For example, if the login address commonly used by the user terminal and the current login address of the user terminal are inconsistent, it means that the risk level of the target user's account is high, and a user identity authentication method with a high security level (for example, a live face authentication method) may be selected; similarly, if the login address commonly used by the user terminal and the current login address of the user terminal are consistent, it means that the risk level of the target user's account is low, and a user identity authentication method with a low security level (for example, a verification code authentication method) may be selected.

[0068] According to the historical business handling records of the target user, the method for determining the user identity authentication method can be: according to the target user's handling records of the target business over a period of time, the handling frequency of the target business can be determined, and then it can be determined whether the handling frequency of the target business is reasonable. If it is unreasonable, it means that the handling risk level of the target business is high, and a user identity authentication method with a high security level can be selected (for example, it can be a live face authentication method); if it is reasonable, it means that the handling risk level of the target business is low, and a user identity authentication method with a low security level can be selected (for example, it can be a verification code authentication method).

[0069] The method for determining the user identity authentication method based on the user terminal information of the user terminal and the historical business processing records of the target user can be: first determine the first user identity authentication method based on the user terminal information according to the above-mentioned embodiment, determine the second user identity authentication method based on the historical business processing records of the target user, and then determine the most reasonable authentication method between the first user identity authentication method and the second user identity authentication method. For example, the user identity authentication method with the highest security level between the first user identity authentication method and the second user identity authentication method can be selected.

[0070] Optionally, after determining the user identity authentication method, an identity authentication request carrying the user identity authentication method is initiated to the user terminal. Accordingly, after receiving the identity authentication request, the user terminal will obtain the information to be verified based on the carried user identity authentication method. For example, for the live face verification method, the user terminal can initiate video verification to the target user and instruct the target user to make corresponding actions, such as blinking or nodding, etc., and collect the video of the target user making the corresponding action as the information to be verified. After the user terminal obtains the information to be verified, it will send the information to be verified to the server. If the server detects that the user has completed the indicated action, the liveness detection process is completed; at the same time, the facial extraction technology is used to extract the facial information of the target user in the verification information, and the facial information is compared with the facial information of the target user under the account stored in the internal system for consistency. If they are consistent, it means that the identity authentication is passed.

[0071] S203: If the verification is successful, a target service provider is determined from virtual service providers and manual service providers according to the type of the target business.

[0072] Among them, the target business can be divided into different types according to different classification methods. For example, the business can be divided into different types according to the function, and the business can also be divided into different types according to the service process. The virtual service provider refers to the service provider who handles the business for the target user based on the digital person; the manual service provider refers to the service provider who handles the business for the target user based on the manual seat.

[0073] Optionally, this embodiment may pre-configure corresponding service providers for different types. In this case, according to the type of the target business, a service provider (ie, a virtual service provider or a manual service provider) pre-configured for the type is used as the target service provider.

[0074] Optionally, when configuring target service providers for different types of target businesses, this embodiment may take into account the complexity of the business processing flow. If the business processing flow is complex, a manual service provider may be configured for this type of business; if the business processing flow is simple, a virtual service provider may be configured for this type of business.

[0075] Optionally, after the identity authentication of the target user is passed, the type of the target service is determined, and the target service provider is determined from the virtual service provider and the manual service provider according to the type of the target service. Exemplarily, the preset service provider can be used as the recommended service provider according to the type of the target service, and the recommended service provider can be used as the target service provider. Alternatively, the recommended service provider can be displayed to the target user through the user terminal for the target user to choose. If the target user chooses the recommended service provider, the recommended service provider is used as the target service provider; if the target user chooses not to use the recommended service provider, another service provider is used as the target service provider.

[0076] Optionally, based on the above embodiment, the determined recommended service provider is sent to the user end for user confirmation. If a confirmation instruction is received from the target user end, the recommended service provider is used as the target service provider, and subsequent operations are performed based on the currently determined target service provider. If a replacement instruction is received from the target user end, another service provider is used as the target service provider, and subsequent operations are performed based on the currently determined target service provider.

[0077] S204, controlling the target service provider to establish an audio or video call with the user terminal, so that the target service provider can process a target service for the target user based on the audio or video call.

[0078] Optionally, audio and video communication can be established based on the IP of the target service provider and the user end. At this time, the target service provider can communicate with the target user based on audio and video calls to understand the target user's demands, and then handle the target business for the target user through the business system.

[0079] Exemplarily, when it is determined that the target service provider is a virtual service provider, audio and video communication is established with the target user based on the IP of the virtual service provider and the user terminal, and the corresponding video is retrieved according to the target business process. During the interaction with the target user, the video of the corresponding content is dynamically retrieved according to the target user's demands until the target business is completed for the target user.

[0080] It should be noted that, since the video of the virtual service provider is pre-set according to the process, during the interaction with the target user, only the pre-set content can be understood. Therefore, during the business process, it is possible that the target user cannot understand the content expressed by the virtual service provider or the virtual service provider cannot correctly understand the target user's demands. At this time, the target user can trigger the target service provider to switch on the user side. Therefore, if the target service provider is a virtual service provider, after the server (i.e., the audio and video platform) controls the target service provider to establish audio and video communication with the user side, if it receives a service provider switching request initiated by the user side, it controls the virtual service provider to disconnect the audio and video communication with the user side, and controls the manual service provider to establish audio and video communication with the user side.

[0081] Exemplarily, a service provider switching button or link can be provided on the user side, and when difficulties are encountered during the service handling process, the target user is prompted to initiate a service provider switching request. If a service provider switching request initiated by the user side is received, the audio and video communication between the target user and the virtual service provider is cut off, and at the same time, a video service handling invitation is initiated to the target user through the user side, so as to provide manual service to the target user according to the target user's demands. This embodiment can timely switch to manual service to continue handling the service for the target user when the virtual service provider cannot successfully complete the target service handling process for the target user, thereby further improving the efficiency of service handling.

[0082] In the above-mentioned business handling method, by determining the user identity authentication method according to the user terminal information of the user terminal and / or the historical business handling record of the target user, it is realized that at the user terminal, different methods are used to verify the user identity for different scenarios, which improves the flexibility of identity authentication and ensures the accuracy of the identity authentication result. Further, based on the identity authentication method, the target user is authenticated; if the verification is passed, the target service party is determined from the virtual service party and the manual service party according to the type of the target business, and the target service party is controlled to establish an audio and video call with the user terminal, so that the target service party can handle the target business for the target user based on the audio and video call. This embodiment guides and assists users to handle business with virtual service parties or manual service parties on the client side, breaking the limitations of time and space and improving the efficiency of users handling business. In addition, this embodiment not only provides a reasonable way to determine the target service party, but also saves the resources of the manual service party to a certain extent by introducing the virtual service party.

[0083] It should be noted that in order to improve the efficiency of business handling and user experience, in the process of determining the target service provider, it can be determined whether the service type of the target business is a standard service type, wherein the business of the standard service type has a fixed service process. If so, the virtual service provider is used as the target service provider. If not, the manual service provider is used as the target service provider.

[0084] Among them, the business types of this embodiment can be divided into standard service types and non-standard service types. The businesses of standardized service types have fixed service processes, such as account opening, loan, and transfer services of financial institutions; the businesses of non-standard service types do not have fixed service processes or the service processes are more complicated, such as financial investment services of financial institutions.

[0085] Optionally, for standard service types, the handling process has a preset fixed service process, so the virtual service provider can be used as the target service provider, and the virtual service provider interacts with the target user according to the preset process to complete the business handling process. For non-standard service types without fixed service processes, the virtual service provider cannot provide a complete business handling process for the target user, so the manual service provider can be used as the target service provider, and the manual service provider can handle complex business for the target user.

[0086] It is understandable that selecting a corresponding target service provider for a target user based on the type of target business improves the efficiency of business handling while also saving resources.

[0087] In order to better explain the process of determining the user identity authentication method, based on the above embodiment, in one embodiment, Figure 3 As shown, an optional method for determining the user authentication method is provided, including the following:

[0088] S301, determining a first verification method according to current location information of the user terminal and identification information of the user terminal.

[0089] Optionally, if the current location information of the user terminal is consistent with the login address commonly used by the user terminal, and the identification information of the user terminal is consistent with the mobile identification code of the terminal where the user terminal is located, it means that the risk level of the target user's account information is low at this time, and a verification method with a low security level can be used as the first verification method, such as a verification code verification method.

[0090] If the current location information of the user terminal is inconsistent with the commonly used login address of the user terminal, but the user terminal identification information is consistent with the mobile identification code of the terminal where the user terminal is located, or the current location information of the user terminal is consistent with the commonly used login address of the user terminal, but the user terminal identification information is inconsistent with the mobile identification code of the terminal where the user terminal is located, it means that the target user's account is in a remote login state at this time, or the target user has changed the commonly used terminal, that is, there is a risk of being logged in by a stranger. At this time, a verification method with a medium security level can be used as the first verification method, such as a password verification method;

[0091] If the current location information of the user terminal is inconsistent with the login address commonly used by the user terminal, and the identification information of the user terminal is inconsistent with the mobile identification code of the terminal where the user terminal is located, it means that the account information risk level of the target user is high at this time, and a verification method with a high security level can be used as the first verification method, such as a live face verification method.

[0092] S302, determining the handling frequency of the target service according to the historical service handling record of the target user, and determining the second verification method according to the relationship between the handling frequency and the preset frequency range.

[0093] Among them, the preset frequency range refers to a reasonable frequency range pre-set for the target business. For example, for the account password modification business, the frequency range can be preset to once a week. If it is detected that the target user modifies the account password for the second time within a week, it means that the frequency exceeds the preset frequency range.

[0094] Optionally, if the processing frequency exceeds the preset frequency range, it means that the target user's account is at risk, and a verification method with a higher security level can be selected as the second verification method, such as a live face verification method; correspondingly, if the processing frequency is within the preset frequency range, it means that the processing frequency of the target business is normal, and a verification method with a lower security level can be selected as the second verification method, such as a verification code verification method.

[0095] S303: Determine a user identity verification method according to the first verification method and the second verification method.

[0096] Optionally, if the first verification method and the second verification method are different, a verification method with a higher security level can be selected as the user identity verification method. For example, if the first verification method is live face verification and the second verification method is verification code verification, the user identity verification method is determined to be live face verification. If the first verification method and the second verification method are the same, the verification method is used as the user identity verification method. For example, if the first verification method and the second verification method are both password verification, the user identity verification method is determined to be password verification.

[0097] In this embodiment, the user identity authentication method is determined through the current location information and identification information of the user terminal, thereby strengthening the protection of the target user account information and avoiding property losses caused by the theft of the target user account or the loss of the device.

[0098] It should be noted that in financial institutions, in the process of handling some services, some identity information of the target user is required. In order to avoid complicated procedures in the process of handling services, the identity information of the target user can be obtained before establishing audio and video communication. Figure 4As shown, the specific steps include:

[0099] S401: If user identity information is required for handling the target business, a method for photographing the identity information is determined according to the risk level of the target business, and based on the photographing method, an identity image upload request is initiated to the user terminal.

[0100] Among them, user identity information can be information that uniquely represents the user's identity, for example, it can include the user's valid certificate information or account information; for financial institutions, account information can be bank card information, such as bank card number; valid certificate information can be the number of a valid certificate. The risk level of the target business is defined according to the risk of the business to the user account. For example, the business that has a high impact on the security of the user account has a high risk level; the business that has a low impact on the security of the user account has a low risk level.

[0101] The shooting method of identity information includes shooting only the user's identity information, or shooting both the target user and the user's identity information. The identity image refers to an image that contains the user's identity information and is captured by a shooting method that can represent the identity information. For example, for a financial institution, if the shooting method is to shoot only the user's identity information, the identity image can be an image of the target user's valid ID or bank card. If the shooting method is to shoot both the target user and the user's identity information, the identity image is an image of the target user holding a valid ID or bank card.

[0102] Optionally, for a target business with a low security level, photographing the user's identity information may be used as a method of photographing the identity information; for a target business with a high security level, photographing both the target user and the user's identity information may be used as a method of photographing the identity information.

[0103] After determining the shooting method, an identity image upload request carrying the shooting method can be sent to the user end. The user end jumps to the shooting page according to the shooting method in the identity image upload request, and outputs a shooting method prompt. For example, for a shooting method that simultaneously shoots the target user and the user's identity information, the output prompt content can be "Please take a picture of yourself holding your ID card" so that the target user can take an identity image according to the prompt.

[0104] S402, obtaining the identity image fed back by the user terminal based on the identity image upload request.

[0105] Optionally, the target user takes an identity image that meets the requirements according to the prompt and uploads it. After the user terminal obtains the identity image taken by the target user, it sends the identity image to the server, and the server can obtain the identity image of the target user.

[0106] S403, verifying the identity image based on the shooting method.

[0107] Optionally, for different shooting methods, the identity image uploaded by the user is verified to check whether the identity image meets the shooting standards of the corresponding shooting methods.

[0108] For example, if the shooting method is to shoot valid ID information, after obtaining the identity image uploaded by the user, check whether the identity image contains the ID card information, that is, check whether the identity image uploaded by the user meets the shooting requirements. For example, if the shooting method is to shoot the target user and ID card information, and it is detected that the identity image uploaded by the user only contains the ID card information, it means that the verification of the identity image has failed.

[0109] S404: If the verification is passed, the user identity information of the target user is identified from the identity image based on an optical character recognition algorithm.

[0110] Among them, the Optical Character Recognition (OCR) algorithm is an algorithm that converts a printed image containing text into a machine-readable digital data format.

[0111] Optionally, when the identity image verification is passed, the text information in the identity image is extracted through an optical character recognition algorithm, for example, the identity card number in the valid document information image and the bank card number in the account information image, thereby obtaining the user identity information of the target user required to handle the target business.

[0112] It should be noted that after identifying the user identity information of the target user, the target service provider is controlled to establish audio and video communication with the user terminal accordingly, so that the target service provider can handle the target service for the target user based on the audio and video communication, including: sending the user identity information to the target service provider, and controlling the target service provider to establish audio and video communication with the user terminal, so that the target service provider can handle the target service for the target user based on the audio and video communication and the user identity information. Optionally, the target service provider handles the target service for the target user based on the user identity information required for handling the target service.

[0113] In this embodiment, the method of shooting the identity information is determined according to the security level of the target business, and the identity image of the target user is obtained, which improves the security of the target user account to a certain extent; further, based on the optical character recognition algorithm, the user identity information of the target user is identified from the identity image, making the acquisition of the identity information more accurate.

[0114] It should be noted that, if it is detected that the target service processing is completed, a service processing notification message is generated and sent to the user end.

[0115] Specifically, after the target service provider successfully handles the target service for the target user, it sends a feedback message of the completion of the service to the server. After the server detects the feedback message, it generates a service processing notification message according to the target service and the service processing result, and sends the service processing notification message to the user end. For example, if the target service is a service for modifying account information, after the target service provider successfully handles the service, its service processing notification message may be: "Account information modification successful". It can be understood that by sending the service processing notification message to the user end, it is convenient for the target user to check the service processing record at any time.

[0116] Figure 5 FIG. 1 is a flow chart of a business handling method in another embodiment. Based on the above embodiment, this embodiment provides an optional example of a business handling method. Figure 5 The specific implementation process is as follows:

[0117] S501, receiving a service processing request initiated by a target user through a user terminal.

[0118] The business processing request carries the target business to be processed.

[0119] S502, determine the user identity authentication method according to the user terminal information of the user terminal and / or the historical business handling record of the target user, and authenticate the target user based on the identity authentication method. If the authentication is successful, execute S503; if the authentication is not successful, execute S514.

[0120] Optionally, based on the user terminal information of the user terminal and the historical business processing records of the target user, the method is as follows: determine the first verification method based on the current location information of the user terminal and the user terminal identification information; determine the processing frequency of the target business based on the historical business processing records of the target user, and determine the second verification method based on the relationship between the processing frequency and the preset frequency range; determine the user identity authentication method based on the first verification method and the second verification method.

[0121] S503, determine whether the service type of the target service is a standard service type. If yes, execute S504; if no, execute S505.

[0122] S504: Use the virtual service provider as the target service provider. Execute S506.

[0123] S505: The manual service provider is used as the target service provider. Then, S506 is executed.

[0124] S506, determine whether user identity information is required to handle the target service. If yes, execute S507; if no, execute S512.

[0125] S507, determining a shooting method of the identity information according to the risk level of the target business, and initiating an identity image upload request to the user terminal based on the shooting method.

[0126] S508: Acquire the identity image fed back by the user terminal based on the identity image upload request.

[0127] S509, verifying the identity image based on the shooting method.

[0128] S510: If the verification is passed, identify the user identity information of the target user from the identity image based on an optical character recognition algorithm.

[0129] S511, sending the user identity information to the target service provider, and controlling the target service provider to establish audio and video communication with the user terminal, so that the target service provider can handle the target service for the target user based on the audio and video communication and the user identity information. Execute S513.

[0130] S512, control the target service provider to establish an audio and video call with the user terminal, so that the target service provider can handle the target service for the target user based on the audio and video call. Execute S513.

[0131] S513, generating a service processing notification message, and sending the service processing notification message to the user end.

[0132] S514, terminate the service processing process and send a service processing failure notification message to the user.

[0133] It should be understood that, although the various steps in the flowcharts involved in the above-mentioned embodiments are displayed in sequence according to the indication of the arrows, these steps are not necessarily executed in sequence according to the order indicated by the arrows. Unless there is a clear explanation in this article, the execution of these steps does not have a strict order restriction, and these steps can be executed in other orders. Moreover, at least a part of the steps in the flowcharts involved in the above-mentioned embodiments can include multiple steps or multiple stages, and these steps or stages are not necessarily executed at the same time, but can be executed at different times, and the execution order of these steps or stages is not necessarily to be carried out in sequence, but can be executed in turn or alternately with other steps or at least a part of the steps or stages in other steps.

[0134] Based on the same inventive concept, the embodiment of the present application also provides a business processing device for implementing the business processing method involved above. The implementation scheme for solving the problem provided by the device is similar to the implementation scheme recorded in the above method, so the specific limitations in one or more business processing device embodiments provided below can refer to the limitations on the business processing method above, and will not be repeated here.

[0135] In one embodiment, Figure 6 As shown, a business handling device 1 is provided, comprising: a receiving module 10, a verification module 20, a selection module 30 and a handling module 40, wherein:

[0136] The receiving module 10 is used to receive a service processing request initiated by a target user through a user terminal, wherein the service processing request carries a target service to be processed.

[0137] The verification module 20 is used to determine a user identity verification method according to the user terminal information of the user terminal and / or the historical business handling record of the target user, and authenticate the target user based on the identity verification method.

[0138] The selection module 30 is used to determine the target service provider from the virtual service provider and the manual service provider according to the type of the target business if the verification is passed.

[0139] The processing module 40 is used to control the target service provider to establish an audio and video call with the user terminal, so that the target service provider can process the target service for the target user based on the audio and video call.

[0140] The above-mentioned business processing device determines the user identity authentication method according to the user terminal information of the user terminal and / or the historical business processing record of the target user, thereby realizing that different methods are used to verify the user identity at the user terminal for different scenarios, thereby improving the flexibility of identity authentication and ensuring the accuracy of the identity authentication result. Further, based on the identity authentication method, the target user is authenticated; if the authentication is passed, the target service provider is determined from the virtual service provider and the manual service provider according to the type of the target business, and the target service provider is controlled to establish an audio and video call with the user terminal, so that the target service provider can handle the target business for the target user based on the audio and video call. This embodiment guides and assists users in handling business with virtual service providers or manual service providers at the client, breaking the limitations of time and space and improving the efficiency of users in handling business. In addition, this embodiment not only provides a reasonable way to determine the target service provider, but also saves the resources of the manual service provider to a certain extent by introducing the virtual service provider.

[0141] In one embodiment, the verification module 20 is specifically used for:

[0142] Determine a first verification method based on the current location information and identification information of the user terminal; determine the handling frequency of the target business based on the historical business handling records of the target user, and determine a second verification method based on the relationship between the handling frequency and a preset frequency range; determine a user identity authentication method based on the first verification method and the second verification method.

[0143] In one embodiment, the selection module 30 is specifically used for:

[0144] Determine whether the service type of the target business is a standard service type, wherein the business of the standard service type has a fixed service process; if so, take the virtual service provider as the target service provider; if not, take the manual service provider as the target service provider.

[0145] In one embodiment, Figure 6 On the basis of Figure 7 As shown, the business processing device 1 also includes:

[0146] The shooting module 50 is used to determine the shooting method of the identity information according to the risk level of the target business if the user identity information is required for handling the target business, and to initiate an identity image upload request to the user terminal based on the shooting method.

[0147] The acquisition module 60 is used to acquire the identity image fed back by the user terminal based on the identity image upload request.

[0148] The verification module 70 is used to verify the identity image based on the shooting method.

[0149] The identification module 80 is used to identify the user identity information of the target user from the identity image based on the optical character recognition algorithm when the verification is passed.

[0150] In one embodiment, if the processing of the target service requires user identity information, the processing module 40 is further configured to:

[0151] The user identity information is sent to the target service provider, and the target service provider is controlled to establish audio and video communication with the user terminal, so that the target service provider can handle the target business for the target user based on the audio and video communication and the user identity information.

[0152] In one embodiment, the service processing device 1 further includes:

[0153] The notification module is used to generate a service processing notification message if it is detected that the target service processing is completed, and send the service processing notification message to the user terminal.

[0154] In one embodiment, if the target service provider is a virtual service provider, after controlling the target service provider to establish audio and video communication with the user terminal, the processing module 40 is further used to:

[0155] If a service party switching request initiated by the user end is received, the virtual service party is controlled to disconnect the audio and video communication with the user end, and the manual service party is controlled to establish the audio and video communication with the user end.

[0156] Each module in the above-mentioned business processing device can be implemented in whole or in part by software, hardware or a combination thereof. Each module can be embedded in or independent of a processor in a computer device in the form of hardware, or can be stored in a memory in a computer device in the form of software, so that the processor can call and execute the operations corresponding to each module above.

[0157] In one embodiment, a computer device is provided, which may be a server, preferably a server corresponding to an audio and video platform in a financial institution, and its internal structure diagram may be shown in FIG8. The computer device includes a processor, a memory, and a network interface connected via a system bus. Among them, the processor of the computer device is used to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, a computer program, and a database. The internal memory provides an environment for the operation of the operating system and the computer program in the non-volatile storage medium. The database of the computer device is used to store data such as user facial information, account information, fingerprint information, device information, and business processing records. The network interface of the computer device is used to communicate with an external terminal via a network connection. When the computer program is executed by the processor, a business processing method is implemented.

[0158] Those skilled in the art will understand that the structure shown in FIG. 8 is merely a block diagram of a partial structure related to the solution of the present application, and does not constitute a limitation on the computer device to which the solution of the present application is applied. The specific computer device may include more or fewer components than shown in the figure, or combine certain components, or have a different arrangement of components.

[0159] In one embodiment, a computer device is provided, including a memory and a processor, wherein a computer program is stored in the memory, and when the processor executes the computer program, the following steps are implemented:

[0160] Receiving a service processing request initiated by a target user through a user terminal, wherein the service processing request carries a target service to be processed;

[0161] Determine the user identity authentication method according to the user terminal information of the user terminal and / or the historical business handling record of the target user, and authenticate the target user based on the identity authentication method;

[0162] If the verification is successful, the target service provider is determined from the virtual service provider and the manual service provider according to the type of the target business;

[0163] Control the target service provider to establish an audio and video call with the user terminal, so that the target service provider can handle the target service for the target user based on the audio and video call.

[0164] In one embodiment, when the processor executes the computer program to determine the user identity authentication method according to the user terminal information of the user terminal and the historical business handling record of the target user, the processor further implements the following steps:

[0165] Determine a first verification method based on the current location information and identification information of the user terminal; determine the handling frequency of the target business based on the historical business handling records of the target user, and determine a second verification method based on the relationship between the handling frequency and a preset frequency range; determine a user identity authentication method based on the first verification method and the second verification method.

[0166] In one embodiment, when the processor executes the computer program to determine the target service provider from the virtual service provider and the manual service provider according to the type of the target business, the processor further implements the following steps:

[0167] Determine whether the service type of the target business is a standard service type, wherein the business of the standard service type has a fixed service process; if so, take the virtual service provider as the target service provider; if not, take the manual service provider as the target service provider.

[0168] In one embodiment, when the processor executes the computer program, the processor further implements the following steps:

[0169] If user identity information is required to handle the target business, the method of shooting the identity information is determined according to the risk level of the target business, and based on the shooting method, an identity image upload request is initiated to the user terminal; the identity image fed back by the user terminal based on the identity image upload request is obtained; the identity image is verified based on the shooting method; if the verification passes, the user identity information of the target user is identified from the identity image based on an optical character recognition algorithm; accordingly, the target service provider is controlled to establish audio and video communication with the user terminal so that the target service provider can handle the target business for the target user based on the audio and video communication, including: sending the user identity information to the target service provider, and controlling the target service provider to establish audio and video communication with the user terminal so that the target service provider can handle the target business for the target user based on the audio and video communication and the user identity information.

[0170] In one embodiment, when the processor executes the computer program, the processor further implements the following steps:

[0171] If it is detected that the target service is completed, a service processing notification message is generated and sent to the user end.

[0172] In one embodiment, if the target service provider is a virtual service provider, after the processor executes the computer program, it controls the target service provider to establish audio and video communication with the user terminal, and further implements the following steps:

[0173] If a service party switching request initiated by the user end is received, the virtual service party is controlled to disconnect the audio and video communication with the user end, and the manual service party is controlled to establish the audio and video communication with the user end.

[0174] In one embodiment, a computer-readable storage medium is provided, on which a computer program is stored, and when the computer program is executed by a processor, the following steps are implemented:

[0175] Receiving a service processing request initiated by a target user through a user terminal, wherein the service processing request carries a target service to be processed;

[0176] Determine the user identity authentication method according to the user terminal information of the user terminal and / or the historical business handling record of the target user, and authenticate the target user based on the identity authentication method;

[0177] If the verification is successful, the target service provider is determined from the virtual service provider and the manual service provider according to the type of the target business;

[0178] Control the target service provider to establish an audio and video call with the user terminal, so that the target service provider can handle the target service for the target user based on the audio and video call.

[0179] In one embodiment, when the computer program determines the user identity authentication method based on the user terminal information of the user terminal and the historical business handling record of the target user and is executed by the processor, the following steps are also implemented:

[0180] Determine a first verification method based on the current location information and identification information of the user terminal; determine the handling frequency of the target business based on the historical business handling records of the target user, and determine a second verification method based on the relationship between the handling frequency and a preset frequency range; determine a user identity authentication method based on the first verification method and the second verification method.

[0181] In one embodiment, when the computer program determines the target service provider from the virtual service provider and the manual service provider according to the type of the target business and is executed by the processor, the following steps are further implemented:

[0182] Determine whether the service type of the target business is a standard service type, wherein the business of the standard service type has a fixed service process; if so, take the virtual service provider as the target service provider; if not, take the manual service provider as the target service provider.

[0183] In one embodiment, when the computer program is executed by a processor, the following steps are also implemented:

[0184] If user identity information is required to handle the target business, the method of shooting the identity information is determined according to the risk level of the target business, and based on the shooting method, an identity image upload request is initiated to the user terminal; the identity image fed back by the user terminal based on the identity image upload request is obtained; the identity image is verified based on the shooting method; if the verification passes, the user identity information of the target user is identified from the identity image based on an optical character recognition algorithm; accordingly, the target service provider is controlled to establish audio and video communication with the user terminal so that the target service provider can handle the target business for the target user based on the audio and video communication, including: sending the user identity information to the target service provider, and controlling the target service provider to establish audio and video communication with the user terminal so that the target service provider can handle the target business for the target user based on the audio and video communication and the user identity information.

[0185] In one embodiment, when the computer program is executed by a processor, the following steps are also implemented:

[0186] If it is detected that the target service is completed, a service processing notification message is generated and sent to the user end.

[0187] In one embodiment, if the target service provider is a virtual service provider, after the computer program controls the target service provider to establish audio and video communication with the user terminal and is executed by the processor, the following steps are also implemented:

[0188] If a service party switching request initiated by the user end is received, the virtual service party is controlled to disconnect the audio and video communication with the user end, and the manual service party is controlled to establish the audio and video communication with the user end.

[0189] In one embodiment, a computer program product is provided, comprising a computer program, which, when executed by a processor, implements the following steps:

[0190] Receiving a service processing request initiated by a target user through a user terminal, wherein the service processing request carries a target service to be processed;

[0191] Determine the user identity authentication method according to the user terminal information of the user terminal and / or the historical business handling record of the target user, and authenticate the target user based on the identity authentication method;

[0192] If the verification is successful, the target service provider is determined from the virtual service provider and the manual service provider according to the type of the target business;

[0193] Control the target service provider to establish an audio and video call with the user terminal, so that the target service provider can handle the target service for the target user based on the audio and video call.

[0194] In one embodiment, when the computer program determines the user identity authentication method based on the user terminal information of the user terminal and the historical business handling record of the target user and is executed by the processor, the following steps are also implemented:

[0195] Determine a first verification method based on the current location information and identification information of the user terminal; determine the handling frequency of the target business based on the historical business handling records of the target user, and determine a second verification method based on the relationship between the handling frequency and a preset frequency range; determine a user identity authentication method based on the first verification method and the second verification method.

[0196] In one embodiment, when the computer program determines the target service provider from the virtual service provider and the manual service provider according to the type of the target business and is executed by the processor, the following steps are further implemented:

[0197] Determine whether the service type of the target business is a standard service type, wherein the business of the standard service type has a fixed service process; if so, take the virtual service provider as the target service provider; if not, take the manual service provider as the target service provider.

[0198] In one embodiment, when the computer program is executed by a processor, the following steps are also implemented:

[0199] If user identity information is required to handle the target business, the method of shooting the identity information is determined according to the risk level of the target business, and based on the shooting method, an identity image upload request is initiated to the user terminal; the identity image fed back by the user terminal based on the identity image upload request is obtained; the identity image is verified based on the shooting method; if the verification passes, the user identity information of the target user is identified from the identity image based on an optical character recognition algorithm; accordingly, the target service provider is controlled to establish audio and video communication with the user terminal so that the target service provider can handle the target business for the target user based on the audio and video communication, including: sending the user identity information to the target service provider, and controlling the target service provider to establish audio and video communication with the user terminal so that the target service provider can handle the target business for the target user based on the audio and video communication and the user identity information.

[0200] In one embodiment, when the computer program is executed by a processor, the following steps are also implemented:

[0201] If it is detected that the target service is completed, a service processing notification message is generated and sent to the user end.

[0202] In one embodiment, if the target service provider is a virtual service provider, after the computer program controls the target service provider to establish audio and video communication with the user terminal and is executed by the processor, the following steps are also implemented:

[0203] If a service party switching request initiated by the user end is received, the virtual service party is controlled to disconnect the audio and video communication with the user end, and the manual service party is controlled to establish the audio and video communication with the user end.

[0204] It should be noted that the user information (including but not limited to user device information, user facial information, user fingerprint information, user account information, user business processing records, user ID card images, bank card images, etc.) and data (including but not limited to data used for analysis, stored data, displayed data, etc.) involved in this application are all information and data authorized by the user or fully authorized by all parties.

[0205] Those skilled in the art can understand that all or part of the processes in the above-mentioned embodiment methods can be completed by instructing the relevant hardware through a computer program, and the computer program can be stored in a non-volatile computer-readable storage medium. When the computer program is executed, it can include the processes of the embodiments of the above-mentioned methods. Among them, any reference to the memory, database or other medium used in the embodiments provided in this application can include at least one of non-volatile and volatile memory. Non-volatile memory can include read-only memory (ROM), magnetic tape, floppy disk, flash memory, optical memory, high-density embedded non-volatile memory, resistive random access memory (ReRAM), magnetoresistive random access memory (MRAM), ferroelectric random access memory (FRAM), phase change memory (PCM), graphene memory, etc. Volatile memory can include random access memory (RAM) or external cache memory, etc. As an illustration and not limitation, RAM can be in various forms, such as static random access memory (SRAM) or dynamic random access memory (DRAM). The database involved in each embodiment provided in this application may include at least one of a relational database and a non-relational database. Non-relational databases may include distributed databases based on blockchains, etc., but are not limited to this. The processor involved in each embodiment provided in this application may be a general-purpose processor, a central processing unit, a graphics processor, a digital signal processor, a programmable logic device, a data processing logic device based on quantum computing, etc., but are not limited to this.

[0206] The technical features of the above embodiments may be combined arbitrarily. To make the description concise, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this specification.

[0207] The above-described embodiments only express several implementation methods of the present application, and the descriptions thereof are relatively specific and detailed, but they cannot be understood as limiting the scope of the present application. It should be pointed out that, for a person of ordinary skill in the art, several variations and improvements can be made without departing from the concept of the present application, and these all belong to the protection scope of the present application. Therefore, the protection scope of the present application shall be subject to the attached claims.

Claims

1. A business handling method, characterized in that: The method comprises: Receiving a service processing request initiated by a target user through a user terminal, wherein the service processing request carries a target service to be processed; Determine a user identity authentication method according to the user terminal information of the user terminal and / or the historical business handling record of the target user, and authenticate the target user based on the identity authentication method; If the verification is successful, the target service provider is determined from the virtual service provider and the manual service provider according to the type of the target business; The target service provider is controlled to establish an audio and video call with the user terminal, so that the target service provider can handle the target service for the target user based on the audio and video call.

2. The method according to claim 1, characterized in that The determining of the user identity authentication method according to the user terminal information of the user terminal and the historical business handling record of the target user includes: Determining a first verification method according to the current location information of the user terminal and the identification information of the user terminal; Determine the handling frequency of the target service according to the historical service handling record of the target user, and determine the second verification method according to the relationship between the handling frequency and the preset frequency range; A user identity authentication method is determined according to the first authentication method and the second authentication method.

3. The method according to claim 1, characterized in that The step of determining the target service provider from the virtual service provider and the manual service provider according to the type of the target service includes: Determining whether the service type of the target service is a standard service type, wherein the service of the standard service type has a fixed service process; If yes, the virtual service provider is used as the target service provider; If not, the manual service provider is used as the target service provider.

4. The method according to claim 1, characterized in that: The method further comprises: If user identity information is required for handling the target business, a shooting method of the identity information is determined according to the risk level of the target business, and based on the shooting method, an identity image upload request is initiated to the user terminal; Acquire the identity image fed back by the user terminal based on the identity image upload request; Verifying the identity image based on the shooting method; If the verification is successful, identifying the user identity information of the target user from the identity image based on an optical character recognition algorithm; Correspondingly, controlling the target service provider to establish audio and video communication with the user terminal so that the target service provider can handle the target service for the target user based on the audio and video communication includes: The user identity information is sent to the target service provider, and the target service provider is controlled to establish audio and video communication with the user terminal, so that the target service provider can handle the target service for the target user based on the audio and video communication and the user identity information.

5. The method according to any one of claims 1 to 4, characterized in that: The method further comprises: If it is detected that the target service is completed, a service processing notification message is generated and sent to the user terminal.

6. The method according to any one of claims 1 to 4, characterized in that: If the target service provider is a virtual service provider, after controlling the target service provider to establish audio and video communication with the user terminal, the method further includes: If a service party switching request initiated by the user terminal is received, the virtual service party is controlled to disconnect the audio and video communication with the user terminal, and the manual service party is controlled to establish the audio and video communication with the user terminal.

7. A business handling device, characterized in that: The device comprises: A receiving module, used to receive a service handling request initiated by a target user through a user terminal, wherein the service handling request carries a target service to be handled; A verification module, used to determine a user identity verification method according to the user terminal information of the user terminal and / or the historical business handling record of the target user, and authenticate the target user based on the identity verification method; A selection module, for determining a target service provider from a virtual service provider and a manual service provider according to the type of the target business if the verification is passed; The processing module is used to control the target service provider to establish an audio and video call with the user terminal, so that the target service provider can process the target service for the target user based on the audio and video call.

8. A computer device comprising a memory and a processor, wherein the memory stores a computer program, wherein: When the processor executes the computer program, the steps of the method according to any one of claims 1 to 6 are implemented.

9. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the steps of the method according to any one of claims 1 to 6 are implemented.

10. A computer program product, comprising a computer program, characterized in that When the computer program is executed by a processor, the steps of the method according to any one of claims 1 to 6 are implemented.

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