Unified queuing scheduling method and system for banking business handling

Abstract

The invention discloses a unified queuing scheduling method and system for banking business handling. The method comprises the steps that a client waiting queue set is maintained; customer demands in different customer waiting queues in the customer waiting queue set are different; the clients comprise online clients and offline clients; the service request comprises a remote service request and a local service request; maintaining a teller resource queue set; the teller ability attributes in different teller resource queues in the teller resource queue set are different; according to the principle that the teller ability attributes are matched with the customer demands, sequentially scheduling tellers from the matched teller resource queues to provide services for the customers in the customer waiting queue according to the priorities; and deleting the dispatched tellers and clients from the corresponding teller resource queues and client waiting queues. According to the invention, unified and efficient scheduling of online and branch tellers can be realized.

Description

Technical Field

[0001] This invention relates to the field of financial technology, specifically to a method and system for unified queuing and scheduling of banking business. Background Art

[0002] The queuing system for banking transactions has evolved from initial single-branch queuing to a bank-wide offline queuing system, where customers can schedule in-person services online. To continuously improve customer experience, online services are becoming increasingly diverse and complex, with a sustained increase in online consultations and support services, leading to a shift from traditional banking services to remote banking services.

[0003] Technically speaking, expanding from single-branch queuing to bank-wide queuing increases the scope of dispatching from a few tellers at a branch to hundreds or thousands, placing higher demands on dispatching performance. Traditional offline and online service queuing systems are separate and independent systems, and tellers serving different customers may be isolated within the independent queuing system—for example, tellers serving regular customers and VIP customers may be isolated. This can lead to an uneven distribution of service resources, such as an insufficient number of online tellers while a large number of tellers serving VIP customers are idle. Summary of the Invention

[0004] The purpose of this invention is to provide a method and system for unified queuing and scheduling of banking business, which can realize unified and efficient scheduling of online and branch tellers.

[0005] The technical solution provided in this application is as follows:

[0006] Firstly, this application provides a method for unified queuing and scheduling of banking transactions, including:

[0007] Maintain a set of customer waiting queues; different customer waiting queues in the set have different customer needs; customers in the same customer waiting queue are dynamically sorted according to priority.

[0008] In response to a customer's service request, the system obtains the customer's needs and adds the customer to the corresponding customer waiting queue based on those needs; wherein, the customers include online customers and offline customers; and the service requests include remote service requests and local service requests.

[0009] The customer's needs can be included in the service request initiated by the customer; based on the customer's needs in the service request initiated by the customer, they are added to the corresponding customer waiting queue.

[0010] The response to a customer's service request may include:

[0011] Respond to remote and local service requests from online and offline customers;

[0012] For example, online customers can make remote service requests through mobile banking, online banking, WeChat banking, etc.

[0013] Offline customers can submit remote service requests through self-service channels or RTS.

[0014] Offline customers can also submit local service requests through counter channels.

[0015] The customer requirements include the required service locations; for customers requesting remote services, there are no requirements regarding the required service locations; for customers requesting local services, there are requirements regarding the required service locations.

[0016] Maintain a set of teller resource queues; tellers in different teller resource queues in the set of teller resource queues have different ability attributes;

[0017] Based on the principle of matching teller capabilities with customer needs, tellers are dispatched from the matching teller resource queue to provide services to customers in the customer waiting queue in order of their ranking; the dispatched tellers and customers are then removed from the corresponding teller resource queue and customer waiting queue, respectively.

[0018] In one possible implementation of the first aspect, the customer requirements also include the language required for business processing and the type of business being processed; the teller's competency attributes include language competency and business type competency.

[0019] In one possible implementation of the first aspect, if the first teller has teller capability attributes in multiple different teller resource queues, then the busyness of the multiple different teller resource queues is calculated, and the first teller is added to the teller resource queue with the highest busyness; wherein, the busyness of the teller resource queue is calculated based on the number of tellers in the teller resource queue and the number of customers in the matching customer waiting queue.

[0020] In one possible implementation of the first aspect, the teller is divided into a remote teller and a branch teller; the remote teller is used to provide remote services, and the branch teller is used to provide local services at the branch.

[0021] The teller resource queue is divided into a remote teller resource queue and a branch teller resource queue.

[0022] The method further includes: for the second teller, if the second teller is currently a branch teller and has teller capability attributes in multiple different teller resource queues, wherein the multiple different teller resource queues include at least one branch teller resource queue and at least one remote teller resource queue, the at least one branch teller resource queue constitutes a branch teller resource queue set, and the at least one remote teller resource queue constitutes a remote teller resource queue set; then the busyness of each branch teller resource queue in the branch teller resource queue set is calculated; wherein the busyness of the teller resource queue is calculated based on the number of tellers in the teller resource queue and the number of customers in the matching customer waiting queue;

[0023] If the busyness of each teller resource queue in the branch teller resource queue set is less than the idle threshold, then the busyness of each remote teller resource queue in the remote teller resource queue set is calculated; if there is a remote teller resource queue in the remote teller resource queue set with a busyness greater than the busy threshold, then a remote teller resource queue busy warning is issued, and the second teller is added to the remote teller resource queue with the highest busyness in the remote teller resource queue set.

[0024] Otherwise, add the second teller to the busiest teller resource queue in the branch's teller resource queue set.

[0025] In one possible implementation of the first aspect, the customer priority = customer static priority × static weight + customer dynamic priority × dynamic weight; where the customer static priority is determined according to the customer priority attribute, which includes the customer level; the customer dynamic priority = customer waiting time / queue tolerance time.

[0026] The customer priority attribute can also include the customer's channel source and other customer information tags, as well as other priority attributes that can be defined by the bank, such as the business processing channel.

[0027] Thirdly, this application provides a system for unified queuing and scheduling of banking business, including: a memory and a processor;

[0028] The memory is used to store computer programs;

[0029] The processor is used to invoke the computer program to execute the method described above.

[0030] Fourthly, this application provides a computer-readable storage medium storing a computer program that, when executed on an electronic device, causes the electronic device to perform the method described above.

[0031] Fifthly, this application provides a computer program product, including a computer program that, when run on an electronic device, causes the electronic device to perform the method described above.

[0032] The specific implementation methods of the second to fifth aspects of this application can refer to the implementation methods of the first aspect, and will not be elaborated here.

[0033] Beneficial effects:

[0034] This application enables unified management of queue scheduling for online consultation and auxiliary services as well as offline business processing, and allows for efficient scheduling of tens of thousands of tellers. Overall, system resource scheduling is based on resource availability and workload levels. When a resource availability threshold is reached, resources are released; when a resource workload threshold is reached, resource alerts are issued. Service queues across different dimensions, such as between queues, branches, and teller skill attributes, are dynamically adjusted using a real-time scheduling algorithm. Overall, unified scheduling is based on resource availability and workload levels, allowing a single service queue to simultaneously serve both regular and VIP customers. Attached Figure Description

[0035] Figure 1 This is a schematic diagram illustrating the maintenance and scheduling principle of the customer waiting queue in this application embodiment;

[0036] Figure 2 This is a schematic diagram illustrating the principle of teller resource queue maintenance and scheduling in this application embodiment;

[0037] Figure 3 This is a schematic diagram of the overall principle of an embodiment of this application. DETAILED DESCRIPTION

[0038] To enable those skilled in the art to better understand the present application, the technical solutions in the embodiments of the present application will be further described in detail below with reference to the accompanying drawings.

[0039] It should be noted that terms such as "first" and "second" in the specification, claims, and accompanying drawings of this application are used merely to distinguish one entity or operation from another, and do not necessarily require or imply a specific relationship or order between these entities or operations. It should be understood that the terms "first" and "second" do not limit the quantity or order of execution, and that "first" and "second" do not necessarily imply difference. It should be understood that such data used can be interchanged where appropriate. Furthermore, the terms "comprising" and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements includes not only those elements explicitly listed, but also other elements not explicitly listed, or elements inherent to such a process, method, article, or apparatus. Without further limitations, an element defined by the phrase "comprising one..." does not exclude the presence of other identical elements in the process, method, article, or apparatus that includes said element.

[0040] This application aims to address the need for orderly and efficient business processing for customers with different types and attributes. It comprises three processes: adding customers to a customer waiting queue, adding tellers to a teller resource queue, and scheduling. Before unified scheduling, customers and tellers need to be categorized according to the bank's operational needs, and queuing and scheduling strategies need to be configured. Offline customers are added to the customer waiting queue, bringing their branch location requirements (e.g., the customer's local branch) to the queue to obtain teller services that meet their branch location requirements. Tellers are added to the teller resource queue, where they are placed in the queue with the highest demand based on their capabilities, operational management requirements, and real-time scheduling. Scheduling then assigns tellers to the corresponding customer waiting queues to process the relevant business for each customer.

[0041] The following will refer to Figures 1-3 A specific implementation method according to this application is described.

[0042] Firstly, this application provides a method for unified queuing and scheduling of banking transactions, including:

[0043] Maintain a set of customer waiting queues; different customer waiting queues in the set have different customer needs; customers in the same customer waiting queue are dynamically sorted according to priority.

[0044] In response to a customer's service request, the system obtains the customer's needs and adds the customer to the corresponding customer waiting queue based on those needs; wherein, the customers include online customers and offline customers; and the service requests include remote service requests and local service requests.

[0045] The customer's needs can be included in the service request initiated by the customer; based on the customer's needs in the service request initiated by the customer, they are added to the corresponding customer waiting queue.

[0046] The response to a customer's service request may include:

[0047] Respond to remote and local service requests from online and offline customers;

[0048] For example, online customers can make remote service requests through mobile banking, online banking, WeChat banking, etc.

[0049] Offline customers can submit remote service requests through self-service channels or RTS.

[0050] Offline customers can also submit local service requests through counter channels.

[0051] The customer requirements include the required service locations; for customers requesting remote services, there are no requirements regarding the required service locations; for customers requesting local services, there are requirements regarding the required service locations.

[0052] Maintain a set of teller resource queues; tellers in different teller resource queues in the set of teller resource queues have different ability attributes;

[0053] Based on the principle of matching teller capabilities with customer needs, tellers are dispatched from the matching teller resource queue to provide services to customers in the customer waiting queue in order of their ranking; the dispatched tellers and customers are then removed from the corresponding teller resource queue and customer waiting queue, respectively.

[0054] In some embodiments, the customer requirements also include the language to be used for the transaction and the type of transaction to be processed; the teller's competency attributes include language proficiency and transaction type proficiency.

[0055] In some embodiments, if a first teller has teller capability attributes in multiple different teller resource queues, the busyness of the multiple different teller resource queues is calculated, and the first teller is added to the teller resource queue with the highest busyness; wherein, the busyness of the teller resource queue is calculated based on the number of tellers in the teller resource queue and the number of customers in its matching customer waiting queue.

[0056] In some embodiments, the tellers are divided into remote tellers and branch tellers; the remote tellers are used to provide remote services, and the branch tellers are used to provide local services at their respective branches.

[0057] The teller resource queue is divided into a remote teller resource queue and a branch teller resource queue.

[0058] The method further includes: for the second teller, if the second teller is currently a branch teller and has teller capability attributes in multiple different teller resource queues, wherein the multiple different teller resource queues include at least one branch teller resource queue and at least one remote teller resource queue, the at least one branch teller resource queue constitutes a branch teller resource queue set, and the at least one remote teller resource queue constitutes a remote teller resource queue set; then the busyness of each branch teller resource queue in the branch teller resource queue set is calculated; wherein the busyness of the teller resource queue is calculated based on the number of tellers in the teller resource queue and the number of customers in the matching customer waiting queue;

[0059] If the busyness of each teller resource queue in the branch teller resource queue set is less than the idle threshold, then the busyness of each remote teller resource queue in the remote teller resource queue set is calculated; if there is a remote teller resource queue in the remote teller resource queue set with a busyness greater than the busy threshold, then a remote teller resource queue busy warning is issued, and the second teller is added to the remote teller resource queue with the highest busyness in the remote teller resource queue set.

[0060] Otherwise, add the second teller to the busiest teller resource queue in the branch's teller resource queue set.

[0061] In some embodiments, customer priority = customer static priority × static weight + customer dynamic priority × dynamic weight; wherein, customer static priority is determined based on customer priority attributes, which include customer level; customer dynamic priority = customer waiting time / queue tolerance time.

[0062] The customer priority attribute can also include the customer's channel source and other customer information tags, as well as other priority attributes that can be defined by the bank, such as the business processing channel.

[0063] The business processing channels can be broadly categorized into online and offline channels. Online channels include online banking, mobile banking, and WeChat banking, while offline channels include bank counters and self-service machines. For example, if a bank wants to encourage customers to conduct business through mobile banking, it can give higher priority to customers whose business processing channel is mobile banking compared to customers whose business processing channel is other channels.

[0064] In some embodiments, the teller competency attribute also includes teller level. This allows for matching customers with higher customer levels with tellers of higher levels who can provide services.

[0065] like Figure 1 As shown, customers submit service requests through queuing machines, self-service devices, or online banking, mobile banking, WeChat banking, and other channels at branches, and enter the customer waiting queue, including:

[0066] After arriving at the branch, customers can queue up and take a number by selecting the language and type of business they need through the queuing machine, or log in to the self-service application system on the branch's self-service equipment using their ID card or bank card to select the language and type of business they need and call a teller for assistance.

[0067] Based on the customer demand (queue attributes) in different preset customer waiting queues, customers enter the matching customer waiting queue.

[0068] Based on preset priorities, such as customer level or other customer information tags (customer information obtained by the queuing machine based on ID card and bank card), the static priority of each customer is calculated.

[0069] For clients that submit local service requests, sorting can be done solely based on static priority.

[0070] For customers who submit remote service requests, there are no requirements regarding the branch locations for business processing. Since there are a large number of these customers, in order to improve queuing performance, a separate task thread can be created for online queuing customers to calculate waiting time and dynamic priority; the static priority and dynamic priority can be calculated into a total priority according to the set weights; and the customers with the highest priority can be placed at the front.

[0071] like Figure 2 As shown, tellers possess multiple skill attributes, such as language proficiency and business type expertise. Based on the branch's infrastructure capabilities, branch tellers can simultaneously serve customers at the branch and online customers. For tellers with multiple skill attributes, the teller resource queue is precisely calculated and allocated in real-time based on scheduling conditions and workload, and may include:

[0072] For remote tellers with multiple capability attributes, the busyness of the queue that the teller can serve is calculated based on the busy threshold configured in the system. The busyness is calculated as: busyness = number of people in the queue / number of tellers to serve / busy threshold; the higher the value, the higher the busyness.

[0073] For tellers’ special skills or rare skills in their main business, the busyness level = busyness level × business main business coefficient. For example, if a teller is good at financial management, financial management can be set as the main business. By increasing the busyness level of the queue corresponding to the main business, such tellers can be encouraged to handle the main business as much as possible, which can also improve customer satisfaction.

[0074] Based on the calculated busyness level, tellers can be assigned to the queue with the highest busyness.

[0075] For branch tellers, the busyness of the branch teller resource queue can be calculated first, using the same method as above. If the busyness of all branch teller resource queues that the branch teller can serve (i.e., all branch teller resource queues with the corresponding ability attribute that the branch teller has) is less than the idle threshold, then the busyness of all remote teller resource queues that the branch teller can serve (i.e., all remote teller resource queues with the corresponding ability attribute that the branch teller has) can be calculated. If any of these remote teller resource queues have a busyness greater than the busy threshold, a remote teller resource queue busyness warning is issued, and the branch teller is added as a remote teller to the remote teller resource queue with the highest busyness that the branch teller can serve; otherwise, the branch teller is added to the branch teller resource queue with the highest busyness.

[0076] Customers who need to conduct business are placed into their respective customer waiting queues with pre-defined static priorities. Tellers then add them to the appropriate teller resource queues based on the real-time workload and schedule them accordingly. The scheduling method can be as follows:

[0077] Remote tellers generally operate under two scheduling modes: 1) task scheduling mode and 2) proactive scheduling mode. A remote teller is a teller who provides remote services to customers. Remote tellers can choose different scheduling modes.

[0078] When there is relatively little free time, you can choose the task scheduling mode; when there is relatively heavy workload, you can choose the active scheduling mode.

[0079] Task scheduling mode:

[0080] When there are few customers in the queue, proactively remind the teller to process their business, select the customer with the highest priority from the matched customer waiting queue (the priority has been calculated by an independent task thread), and provide them with service;

[0081] In addition, based on the teller's ability attributes, the ability attribute value can be calculated, and the teller with the highest ability attribute value in the matching customer resource queue can be selected to provide services to the customer.

[0082] Active scheduling mode:

[0083] The teller proactively selects the customer with the highest priority from the matched customer waiting queue (the priority has been calculated by a separate task thread) and provides service to them.

[0084] Branch tellers can all adopt the traditional proactive dispatch model. Here, a branch teller refers to a teller who provides local service to customers of their respective branch.

[0085] For a customer who raises a local service request, the customer's priority = customer's static priority × static weight + customer's dynamic priority × dynamic weight.

[0086] This application also provides a system for unified queuing and scheduling of banking business transactions, including: a memory and a processor;

[0087] The memory is used to store computer programs;

[0088] The processor is used to invoke the computer program to execute the method described above.

[0089] This application also provides a computer-readable storage medium storing a computer program that, when run on an electronic device, causes the electronic device to perform the method described above.

[0090] This application also provides a computer program product, including a computer program that, when run on an electronic device, causes the electronic device to perform the method described above.

[0091] This application also provides specific implementations of a system, electronic device, computer-readable storage medium, and computer program product. These specific implementations can be referred to in the above-described methods and will not be repeated here.

[0092] Obviously, those skilled in the art should understand that the various units or steps of this application described above can be implemented using general-purpose computing devices. They can be centralized on a single computing device or distributed across a network of multiple computing devices. Optionally, they can be implemented using computer-executable program code, thereby storing them in a storage device for execution by a computing device, or fabricating them separately as individual integrated circuit modules, or fabricating multiple modules or steps into a single integrated circuit module. Thus, this application is not limited to any particular combination of hardware and software.

[0093] The above description of the embodiments of this application is only a part of the embodiments of this application, and is used to enable those skilled in the art to implement or use the content of this application, and is not intended to limit this application. Various modifications and variations can be made to this application by those skilled in the art. Any modifications, equivalent substitutions, improvements, etc., made within the spirit and principles of this application should be included within the protection scope of this application.

Claims

1. A method for unified queuing and scheduling of banking business, characterized in that: include: Maintain a customer waiting queue set; different customer waiting queues in the customer waiting queue set have different customer demands; customers in the same customer waiting queue are dynamically sorted according to priority; Respond to the service request raised by the customer, obtain the customer's needs, and add the customer to the corresponding customer waiting queue according to the customer's needs; wherein the customer includes online customers and offline customers; the service request includes remote service request and local service request; The customer needs include requirements for the scope of outlets for business handling; for customers who file remote service requests, there are no requirements for the scope of outlets for business handling; for customers who file local service requests, there are requirements for the scope of outlets for business handling; Maintaining a teller resource queue set; different teller resource queues in the teller resource queue set have different teller capability attributes; Based on the principle of matching teller capability attributes with customer needs, tellers are dispatched from the matching teller resource queue to provide services to customers in the waiting queue in order of ranking; tellers and customers who have completed scheduling are deleted from the corresponding teller resource queue and customer waiting queue.

2. The method according to claim 1, characterized in that The customer needs also include the language required for business processing and the type of business processed; the teller ability attributes include language ability and business type ability.

3. The method according to claim 1, characterized in that If the first teller has the teller capability attributes of multiple different teller resource queues, the busyness of the multiple different teller resource queues is calculated, and the first teller is added to the teller resource queue with the highest busyness; wherein the busyness of the teller resource queue is calculated based on the number of tellers in the teller resource queue and the number of customers in the matching customer waiting queue.

4. The method according to claim 1, characterized in that: The tellers are divided into remote tellers and branch tellers; the remote tellers are used to provide remote services, and the branch tellers are used to provide local services at the branch; The teller resource queue is divided into a remote teller resource queue and a branch teller resource queue; The method further comprises: For the second teller, if the second teller is currently a branch teller, and the second teller has teller capability attributes of multiple different teller resource queues, wherein the multiple different teller resource queues include at least one branch teller resource queue and at least one remote teller resource queue, the at least one branch teller resource queue constitutes a branch teller resource queue set, and the at least one remote teller resource queue constitutes a remote teller resource queue set; then the busyness of each branch teller resource queue in the branch teller resource queue set is calculated; wherein the busyness of the teller resource queue is calculated according to the number of tellers in the teller resource queue and the number of customers in the matching customer waiting queue; If the busyness of each branch teller resource queue in the branch teller resource queue set is less than the idle threshold, then the busyness of each remote teller resource queue in the remote teller resource queue set is calculated; if there is a remote teller resource queue with a busyness greater than the busy threshold in the remote teller resource queue set, a remote teller resource queue busy warning is issued, and the second teller is added to the remote teller resource queue with the largest busyness in the remote teller resource queue set; Otherwise, the second teller is added to the teller resource queue with the highest business in the branch teller resource queue set.

5. The method according to claim 1, characterized in that Customer priority = customer's static priority × static weight + customer's dynamic priority × dynamic weight; wherein, customer's static priority is determined according to customer's priority attribute, and customer's priority attribute includes customer level; customer's dynamic priority = customer's waiting time / queue endurance time.

6. A system for unified queuing and scheduling of banking business, characterized in that: include: Memory and processor; The memory is used to store computer programs; The processor is configured to call the computer program to execute the method according to any one of claims 1 to 5.

7. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores a computer program, and when the computer program is executed on an electronic device, the electronic device implements the method according to any one of claims 1 to 5.

8. A computer program product, comprising a computer program, characterized in that When the computer program is executed on an electronic device, the electronic device implements the method according to any one of claims 1 to 5.

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