Method for calling peripheral channel test by bank system

Abstract

The invention relates to a method for a bank system to call a peripheral channel test, and the method comprises the following steps: setting a reservation assembly, a queuing assembly, a view assembly, an authentication assembly, a cooperation assembly, a contract assembly, a certificate storage assembly, a certificate assembly, a signature assembly, an evaluation assembly, a strategy assembly, a user assembly, and a material assembly; therefore, the functions of reservation, queuing, view, authentication, collaboration, contract, certificate storage, voucher, signature, evaluation, strategy, user and material of the bank system are realized. According to the invention, the function of the bank system is enhanced by setting a mode of comprehensively calling the peripheral channel test.

Description

Technical Field

[0001] The present invention relates to the technical field of system calls, and in particular to a method for a bank system to call a peripheral channel test. Background Art

[0002] Banking system refers to the use of Internet technology by banks to provide customers with traditional services such as account opening, account closing, inquiry, reconciliation, intra-bank transfer, inter-bank transfer, credit, online securities, investment and financial management through the Internet, so that customers can manage current and time deposits, checks, credit cards and personal investments safely and conveniently without leaving home. The banking system can also be said to be a virtual bank counter on the Internet.

[0003] The banking system has powerful functions, so it also requires strong technical support. The technical support does not only come from within the system, but more requires calling external channels for testing. At present, there is no very comprehensive way to call external channels for testing.

[0004] Therefore, it is necessary to provide a method for the banking system to call external channel tests, set up a comprehensive method for calling external channel tests, and enhance the functions of the banking system. Summary of the invention

[0005] The purpose of the present invention is to provide a method for a bank system to call peripheral channel measurement, set up a comprehensive way to call peripheral channel measurement, and enhance the function of the bank system.

[0006] In order to solve the problems existing in the prior art, the present invention provides a method for a bank system to call a peripheral channel test, comprising the following steps:

[0007] Setting an appointment component, wherein the appointment component includes a pre-filled form, and calling the pre-filled information to realize the appointment function;

[0008] Set up queuing components and use call number management to implement queuing functions;

[0009] Set up the view component and insert 360-degree panoramic view data to realize the view function during the transaction process;

[0010] Set up authentication components and use multiple authentication methods to implement authentication functions;

[0011] Set up collaborative components and use order services, order scenarios, service governance, and back-end management services to achieve collaborative functions;

[0012] Set up contract components and use electronic contracts, paper contracts and contract management to implement contract functions;

[0013] Set up evidence storage components and use data forensics and evidence storage modules to implement evidence storage functions;

[0014] Set up voucher components, set up voucher templates, paper vouchers and electronic vouchers to realize voucher functions;

[0015] Set up the signature component, and use signature stamping and signature management to implement the signature function;

[0016] Set up evaluation components and use evaluation operations to implement evaluation functions;

[0017] Set up strategy components to implement strategy functions using marketing strategies, customer to-dos, and data collection;

[0018] Set up user components and implement user functions using user management, user authentication, and user views;

[0019] Set up material components and use material management and logistics management to implement material functions.

[0020] Optionally, in the method of the bank system calling the peripheral channel test, in the view component, different roles provide different view contents;

[0021] Ordinary tellers can only query basic customer information and contract information, while the customer's account manager can query all customer information.

[0022] Optionally, in the method in which the bank system calls the peripheral channel test, in the view component, the authentication methods include biometrics, password management, media certificate management, identity authentication management, device authentication, SMS authentication, security authentication and email authentication.

[0023] In the method for the bank system to call the peripheral channel test provided by the present invention, the function of the bank system is enhanced by setting a comprehensive way of calling the peripheral channel test. BRIEF DESCRIPTION OF THE DRAWINGS

[0024] Figure 1 A module diagram of a banking system provided in an embodiment of the present invention. DETAILED DESCRIPTION

[0025] The specific implementation of the present invention will be described in more detail below in conjunction with the schematic diagram. The advantages and features of the present invention will become clearer based on the following description. It should be noted that the drawings are all in a very simplified form and are not in exact proportions, and are only used to facilitate and clearly assist in explaining the purpose of the embodiments of the present invention.

[0026] Hereinafter, if the method described herein includes a series of steps, the order in which the steps are presented herein is not necessarily the only order in which the steps may be performed, and some of the steps described may be omitted and / or some other steps not described herein may be added to the method.

[0027] The banking system has powerful functions, so it also requires strong technical support. The technical support does not only come from within the system, but more requires calling external channels for testing. At present, there is no very comprehensive way to call external channels for testing.

[0028] In order to solve the problems existing in the prior art, the present invention provides a method for a bank system to call a peripheral channel test, such as Figure 1 As shown, the following steps are included:

[0029] Set up an appointment component, which includes a pre-filled form, and calls the pre-filled information to implement the appointment function; the appointment component is as follows:

[0030] (1) Overall Architecture

[0031] The appointment component provides connection to the bank's appointment center to query, call, and manage pre-filled form information and complete the task of channel collaboration.

[0032] (2) Functional features

[0033] The appointment component is conducive to the coordinated call of all-channel appointment and business processing information by the intelligent customer service terminal, improving the paperless level and quick processing of transactions at the intelligent customer service terminal, and can effectively predict the store flow and service demands through data output, thus improving the proactive management capabilities. This includes online form filling information, appointment outlet information, large cash appointment information, and other channel transaction connection and continuation.

[0034] (3) Public capability module

[0035] 1) Pre-filled form

[0036] The pre-filled form management module provides functions such as adding, deleting, modifying and checking pre-filled form information on the intelligent customer service terminal. Its main value is reflected in customer appointment assistance, forecasting customer flow from outlets to stores, business linkage and pre-processing. The pre-filled form function covers a series of common counter services such as fund transfer, public and private account opening and contract signing, and appointment withdrawal, which can greatly shorten the customer's visit time and improve the customer service experience.

[0037] The pre-filled form function on the channel side must support the humanized pre-filled form function of all channels including WeChat, mobile banking, online banking, PAD, and cloud outlets. On the client side, pre-filled form transaction search and combined pre-filled form functions can be realized to intelligently identify customer needs and reduce repeated information entry. Support synchronous online appointment number collection, link with the queuing component, and call and analyze the online appointment capacity and available appointment time of the outlets through the passenger flow of the queuing module. Truly realize "fill out the form once, and go to the counter smoothly".

[0038] 2) Calling pre-filled form information

[0039] The pre-filled form information is obtained through the QR code or pre-filled form ID, customer number, etc. to conduct business. The agency relationship is obtained through the pre-filled form, and the authorization level is determined to perform strong system authentication, so that specific transactions can be handled without providing the depositor's ID or without bringing media.

[0040] Acceptance of pre-filled orders: The system supports parameterized definition of the mapping relationship between documents and transactions, and supports many-to-many mapping between documents and counter transactions. When a document corresponds to multiple counter transactions, it supports guiding the teller in a wizard-like manner until all corresponding transactions are processed. It supports the automatic construction of shopping carts when customers combine pre-filled orders.

[0041] Function of free form filling: The system supports paperless processing and realizes full-process online services of electronic signature, electronic certificate and electronic archiving.

[0042] 3) Other matters

[0043] Smart customer service terminals still need to support traditional on-site form filling and data entry methods to handle business.

[0044] Set up queuing components and use call number management to implement queuing functions; the queuing components are as follows:

[0045] (1) Overall Architecture

[0046] It provides hall management capabilities for intelligent customer service terminals. By connecting to modules such as the queue center's number calling machine management, VIP management, and multi-channel queueing, it provides customers with queue query and scheduling services from appointment to entering the branch to handling business. The main docking capability modules include number collection and calling, re-calling, end of handling, VIP management, queue management, and updating of queue information.

[0047] (2) Functional features

[0048] Through the intelligent customer service terminal queuing component, it helps the outlets to achieve efficient hall service capabilities. By reasonably dispatching queues, dynamically adjusting the queue flow of counters and ITM channels, reducing customer waiting time and improving customer satisfaction; linked with customer basic portraits, through channel queue monitoring and early warning of waiting time for different customer groups, it can intervene and adjust long queues, which helps outlets to provide services to customers in urgent need of services as soon as possible and actively resolve queue service demands.

[0049] (3) Public capability module

[0050] Call number management (VIP management, multi-channel queuing)

[0051] The intelligent customer service terminal combines online reservation with offline number collection and queue management by calling the queue center's number management capabilities, including:

[0052] 1) Support docking with calling system: The intelligent customer service terminal integrates the teller's soft calling function, including calling, re-calling, service start, service suspension, transfer to the counter, calling the lobby manager, service end and other functions (after calling the customer, it can identify the customer's 360-degree view and display the business pre-processing information). It can realize multi-business dimension calling according to different business types and has the function of reminding customers to come to the store. PAD, mobile phone and marketing system can push to the lobby, customer manager and branch manager with one click to realize real-time marketing and proactive marketing.

[0053] 2) Support number-taking functions: including manual number-taking, number-taking by swiping vouchers, number-taking by swiping ID cards, number-taking by appointment, remote number-taking, number-taking by face recognition, number-taking by scanning QR code on WeChat or mobile banking, and other omni-channel number-taking functions. The content displayed on the external printed receipt includes: branch name, queue number, current number of customers in the queue, number-taking time, marketing information, friendly reminders, etc. The queue number-taking interface can support the display of short marketing text, picture ads, and video ads.

[0054] 3) Support branch queue organization: grasp and adjust the branch queue situation, including customer induction, queue flow control, etc. When there are a large number of people queuing in a certain channel, they will be intelligently guided to other idle channels, and support manual calling of numbers on the PAD / machine side to achieve secondary diversion of human-machine collaboration; through linkage with the appointment module, special situation control and adjustment can be achieved. For example, when there are too many people taking numbers online in a certain period of time, the number of customers over 60 years old who can make appointments will be intelligently reserved, and measures such as lowering the queue priority will be taken for customers who have missed multiple online appointments;

[0055] 4) Able to provide reminders for customers arriving at the store: After the customer arrives at the business hall to pick up a number or activates the number, the customer information of the customer arriving at the store can be obtained in a timely manner (combined with the 360-degree view, relevant information can be pushed to the lobby manager or marketing staff in a timely manner, and reception and marketing work can be carried out according to the customer's situation).

[0056] Set the view component and insert the 360-degree panoramic view data during the transaction to realize the view function; the view component is as follows:

[0057] (1) Overall Architecture

[0058] The intelligent customer service terminal needs to support connection with the customer center to obtain various types of customer information, fully display it through the 360-degree view of the counter, and coordinate with the front desk to conveniently display aspects such as calling numbers and business processing.

[0059] (2) Functional features

[0060] The 360-degree view component of the intelligent customer service terminal is mainly used to integrate the customer information data capabilities of the customer center into the UI interface, provide clear customer portraits for front desk staff, support the transformation from "passive service" to "active service", and manage the service process according to service needs.

[0061] (3) Public capability module

[0062] Customer 360 View

[0063] The data sources of the customer center mainly include Ecif, financial management, trust, fund, network connection, integration and other business systems. The intelligent customer service terminal needs to support the insertion of 360-degree panoramic view data at any time during the transaction process. The system can display different information according to the teller position and business handling scenario (counter / external expansion / cloud outlets). For example, ordinary tellers can only query basic customer information, contract information, etc., while the customer's account manager can query all customer information. Specifically, it is set by the teller level. The system determines different operator levels and automatically displays the information elements that can be queried at that level, and displays them in the form of tabs.

[0064] The customer 360-degree view can realize the reuse of customer information on the business side, has the customer information indexing function (querying specific information according to customer needs) and provides different view levels, such as simple / detailed view, multi-level view according to customer characteristics, etc. Through the Unicom Strategy Center, customer business, marketing needs and marketing strategies are displayed. The view carries the transaction guidance function (such as the financial query interface provides a redemption transaction link), which changes the traditional entry method for transaction handling.

[0065] Set up authentication components and use multiple authentication methods to implement authentication functions; authentication methods include biometrics, password management, media certificate management, identity authentication management, device authentication, SMS authentication, security authentication, and email authentication. The authentication components are as follows:

[0066] (1) Overall Architecture

[0067] The intelligent customer service terminal is connected to the authentication center in a standardized manner, and uses media certificate recognition capabilities, biometric recognition capabilities, identity verification capabilities, password verification capabilities, SMS and email authentication capabilities to verify customer identities. It can support multiple authentication combinations including user login.

[0068] (2) Functional features

[0069] The intelligent customer service terminal can meet the authentication needs of most scenarios by calling the customer identity authentication capabilities of the authentication center in a standardized manner, including:

[0070] 1) Diversification and combination of internal and external user authentication methods, effectively covering the application needs of different customer groups and scenarios, and improving security control capabilities;

[0071] 2) Support cross-channel (terminal device) collaborative operations through mutual device authentication and other methods;

[0072] 3) Efficient intercommunication of internal and external data to effectively prevent and control various immediate behavioral risks.

[0073] (3) Public capability module

[0074] 1) Biometrics

[0075] The intelligent customer service terminal accesses the authentication center and calls the bank's unified biometric recognition platform to analyze and compare multiple biometric features of customers, and returns the comparison results to achieve identity authentication. The biometric recognition module provides autonomous setting and management of recognition methods, scene management of biometric recognition (call machine number collection, counter / machine authorization, system login, etc.) and policy management of biometric recognition (priority sorting of recognition methods, combination of recognition methods).

[0076] 2) Password Management

[0077] The password authentication service provided by the intelligent customer service terminal includes hardware and software encryption on the client side. The ciphertext on the service side is sent to the encryption platform and core system. Through the password module, password verification can be reused in various channels.

[0078] 3) Media Certificate Management

[0079] Provides a variety of password verification methods and scenario-based password management. The intelligent customer service terminal supports access to the certification center and provides digital certificate application, update, download, cancellation, reissue, electronic signature and certification services. The service is provided by a third-party certificate service provider with public credibility. The service provider privately deploys a proxy server in our bank to provide third-party service capabilities.

[0080] 4) Identity authentication management

[0081] The intelligent customer service terminal provides identity authentication services for individual and corporate customers, as follows:

[0082] Public Security Network Verification: Public Security Network Verification is provided by the People's Bank of China or a third-party service provider authorized by the People's Bank of China. It verifies the identity information of individual customers through the People's Bank of China and the public security system. It supports functions such as automatic verification by swiping the card, automatic filtering of abnormal nodes, and automatic supplementary verification after recovery.

[0083] Category I account verification: Category I account verification service for cards of the same bank or other banks provided by the UnionPay system and external UnionPay.

[0084] Three, four, and five-factor authentication: Provide information authentication services for individual customer names, ID types, ID numbers, mobile phone numbers, and bank card numbers.

[0085] Operator's three elements: name, mobile phone number and ID card authentication provided by CFCA for China Telecom, China Mobile and China Unicom.

[0086] Four elements of industry and commerce: Four-factor authentication service for operators provided by CICC Big Data.

[0087] Liveness recognition: biometric recognition capabilities such as face and fingerprint provided by the industry’s unified biometric recognition system.

[0088] During the identification process, it should support: multi-mode identification - the system can identify customer certificates, vouchers, media, mobile phone numbers, etc.; one-time identification - when the same customer handles multiple transactions in succession, the system supports unified identity online verification, face recognition function, voucher and password verification, transaction reuse verification results and face recognition results, and supports one-time verification of vouchers and passwords; agent identification - supports unified identity online verification and face recognition function for agent identity information, transaction reuse verification results and face recognition results; online verification - supports automatic initiation of online verification after one-click reading of customer identity information, and realizes a tight coupling relationship with business transaction processing. It has an online verification switch. When the online verification fails, the online verification function can be turned off to ensure the normal processing of the transaction flow. However, the customer information and agent information of the relevant transactions are automatically recorded in the supplementary verification request form. After the online verification is automatically turned on, the system initiates automatic supplementary verification and prompts the teller about the verification situation.

[0089] 5) Other certifications

[0090] It provides functions such as device authentication, SMS authentication, password authentication and email authentication.

[0091] Set up collaborative components, and use order services, order scenarios, service governance, and back-end services to achieve collaborative functions; the specific collaborative components are as follows:

[0092] (1) Overall Architecture

[0093] The collaboration center enables rapid access to multiple channels of the entire bank online and offline, and realizes the ability to share data and coordinate business. It realizes the connection of business processes between nodes, handles each business link separately, and achieves the goal of business collaboration between channels. The project provides an "order-based" service process as a scenario template for some typical or urgent scenarios. Subsequent new or existing business scenarios involving multiple channels can be implemented by calling this platform on smart counters.

[0094] (2) Functional features

[0095] The intelligent customer service terminal uses the capabilities of future collaborative components to achieve cross-channel customer business processing and tracking in the form of orders. Through channel collaboration, it breaks the technical and spatial limitations of single-channel business processing, and effectively supports the service capabilities of thousands of people through order information synchronization, breakpoint continuation, asynchronous processing, etc., to maximize resource utilization and optimize customer experience.

[0096] (3) Public capability module

[0097] 1) Order service

[0098] The collaboration center provides full life cycle management of order services, including order creation, order submission, order inquiry, order suspension, order wake-up, order termination, customer historical order inquiry, order evaluation, etc. The smart counter realizes business collaboration by calling the general service interface of the order center.

[0099] 1) Order scenario

[0100] The service scenarios of smart counters calling the collaboration center can be classified as follows:

[0101] Appointment scene

[0102] The collaboration center provides appointment-related services. Customers can initiate appointment requests through electronic channels such as mobile banking and WeChat banking, select appointment time, appointment service type, appointment handling outlets, and pre-fill business data according to the appointment service type. The appointment-related scenario collaboration center supports appointment reminders. For services that have been successfully booked, customers are reminded to go to the store in time to handle relevant appointment services through mobile banking or SMS.

[0103] Pre-filled scenes

[0104] The Collaboration Center provides services such as pre-filling and pre-submission of complex services. Customers can make appointments for business information, submit materials required for business acceptance, and make appointments for acceptance outlets and times through electronic channels. Business scenarios involving business review must be reviewed and approved by back-end business personnel before they can be processed. After the customer completes the pre-filling appointment and goes to the counter to accept the business, the acceptance channel can query the customer's acceptance order and reflect the pre-filled information through the Collaboration Center.

[0105] Pre-acceptance scenarios

[0106] By combining the remote face-to-face interaction capabilities of electronic channels and smart counter cloud outlets, we can achieve online pre-acceptance of some businesses and solve the time and space problems of customer outlets.

[0107] Collaborative processing scenarios

[0108] It includes the coordinated processing of the same business across devices (such as ITM registration information and PAD authorization), as well as the system processing of different businesses across devices (such as ordinary debit card account opening and credit card contract signing, etc.) and the renewal of different services across service entities and devices.

[0109] Audit, authorization, and review scenarios

[0110] The collaboration center supports cross-channel business review, authorization, and re-examination services. For example, the authorization requirements of smart counters support business personnel to authorize through marketing PAD, ITM and other channels.

[0111] Delivery and settlement scenarios

[0112] The collaborative center supports the separation of business acceptance channels and physical delivery channels, allowing some channels that do not have physical delivery capabilities and do not have physical cash boxes to accept a wider range of businesses, and complete physical delivery of business through professional delivery channels, including counters, receipt boxes, self-service machines, etc.

[0113] Message notification scenarios

[0114] In order to better coordinate multiple channels and improve user experience between channels, the collaboration center establishes a message service channel between each channel (including smart counters) to push order information, acceptance notification information, etc. to users instantly and regularly.

[0115] Back-end services and service governance

[0116] The back-end management service provides the collaborative center with unified order backend management capabilities, including order query, exception handling, compensation mechanism, etc. The smart counter can perform exception intervention processing by calling relevant interfaces.

[0117] Set up contract components, and use electronic contracts, paper contracts, and contract management to implement contract functions; the specific contract components are as follows:

[0118] (1) Overall Architecture

[0119] The intelligent customer service terminal standardizes the call of the contract center service capabilities, providing functions such as electronic contract agreement signing, paper contract information entry and upload, contract printing, query, and maintenance.

[0120] (2) Functional features

[0121] Based on the intensive management capabilities of the contract center, the intelligent customer service terminal provides various online and offline contract signing, inquiry and other services based on standardized service interfaces, further improving the level of electronic contract application based on branch services, reducing the demand for printing and storage of paper contracts, and forming an effective connection with the future mobile business processing characteristics.

[0122] (3) Public capability module

[0123] Contract services (electronic contracts, paper contracts, contract management)

[0124] The intelligent customer service terminal supports the signing and storage of electronic contracts with customers through off-counter clearing, mobile pad, etc.

[0125] Set up evidence storage components, and use data forensics and evidence storage modules to implement evidence storage functions; the specific evidence storage components are as follows:

[0126] (1) Overall Architecture

[0127] The evidence storage component is to solve the risk of doubts or denials between customers due to failure to retain evidence in time during business processing. It includes modules such as data forensics, secure evidence storage, convenient evidence issuance, and docking with other evidence storage, which requires the establishment of a new evidence storage center within the bank to provide capability support.

[0128] (2) Functional features

[0129] The ability of the evidence storage center, whether it is at the counter or on mobile, can store the real-time audio / visual status to form a complete chain of evidence, effectively avoiding the occurrence of fake financial management and flying orders. It is an effective supplement to the existing double recording, and will greatly support the future real-time transaction risk discovery and interception mechanism based on technologies such as NLP, and expand the risk discovery capability from being limited to system structured information to the inclusion of the entire business processing environment, providing richer data protection for future off-site inspections and monitoring, as well as risk event investigation and evidence; at the same time, it greatly supports the expansion of mobile counter services and risk control capabilities in the marketing field.

[0130] (3) Public capability module

[0131] Data forensics and evidence storage module (security, call, external connection)

[0132] The data forensics component calls external devices through the front end of the counter to fix evidence, and calls the forensics module for data transmission, combining files, images, recordings, etc. into evidence storage units.

[0133] Set up voucher components, set up voucher templates, paper vouchers, and electronic vouchers to implement voucher functions; the voucher components are as follows:

[0134] (1) Overall Architecture

[0135] Based on the omni-channel thinking, the existing counter capabilities such as supporting transactions, paperless business vouchers, and electronic management need to be transferred to the omni-channel middle office and other capability centers. In the future, the intelligent customer service terminal can quickly call the voucher center's voucher templates, paper vouchers, electronic vouchers and other capabilities to achieve docking with multiple devices and unified storage and management of electronic signatures. Conveniently query, review and print various paperless vouchers. At the same time, the intelligent customer service terminal system calls the voucher center to query the receipt.

[0136] (2) Functional features

[0137] As for the problem of multiple voucher templates and complicated types of vouchers at outlets, the intelligent customer service terminal can effectively solve this problem by calling the capabilities of the future voucher center. Based on its archiving management, voucher maintenance, voucher encryption and other functional construction, it will greatly support the convenience, coordination and security of business handling.

[0138] (3) Public capability module

[0139] 1) Paper voucher

[0140] The paper voucher output of the intelligent customer service terminal has weak interaction with the backend system, and is mainly based on obtaining voucher templates.

[0141] 2) Electronic voucher

[0142] The current status of electronic vouchers is shown in the figure below. In future intelligent customer service terminals, the existing processes can be reused. Based on the voucher obtained by scanning the WeChat code, customers can download the electronic version of the receipt through mini-programs, mobile banking, online banking and other channels.

[0143] 3) Voucher template

[0144] The intelligent customer service terminal calls upon the template management capabilities of the voucher center to maximize the aggregation of common template designs and reduce the number of template types.

[0145] Set up the signature component, and use signature stamping and signature management to implement the signature function; the signature component is as follows:

[0146] (1) Overall Architecture

[0147] Based on the unified management of the bank's electronic signatures provided by the Future Signature Center, the intelligent customer service terminal forms standardized capability calling components, including signature stamping and authority management.

[0148] (2) Functional features

[0149] The smart customer service terminal uses the capabilities of the signature center to support the use of electronic seals and machine-controlled seals for business. Electronic seals support the printing of anti-counterfeiting codes and can be verified through multiple channels for anti-counterfeiting. Smart customer service terminals and other channels can query the use of seal records and images through the transaction serial number. The signature center effectively improves the level of paperless business and the level of business authenticity identification.

[0150] (3) Public capability module

[0151] 1) Signature and seal

[0152] The intelligent customer service terminal uses electronic signatures to stamp electronic business certificates, which can be output in paper form.

[0153] 2) Signature management

[0154] The intelligent customer service terminal performs functions such as signature ownership management and signature usage restriction management through the China Unicom Signature Center.

[0155] Set up evaluation components and use evaluation operations to implement evaluation functions; the evaluation components are as follows:

[0156] (1) Overall Architecture

[0157] Customer evaluation is mainly carried out after the business is completed. The intelligent customer service terminal can call the evaluation center to carry out evaluation operations, including evaluation release, modification, addition, reply, etc.

[0158] (2) Functional features

[0159] The evaluation center can provide positive input and reverse monitoring of evaluation, support omni-channel evaluation capabilities, and ensure the objectivity and diversity of evaluation. The intelligent customer service terminal connected to the evaluation center will be able to enrich the evaluation channels, quickly obtain evaluation information, and timely discover litigation risks based on the capabilities of the message center, intervene in advance and better handle customer demands, and improve our service level.

[0160] (3) Public capability module

[0161] Evaluation Operation

[0162] The intelligent customer service terminal can call the evaluation center to push and receive evaluation service feedback in a targeted manner, output valid data to achieve closed-loop management. For negative information received during the evaluation operation, the intelligent customer service terminal has the ability to quickly obtain evidence and verify negative evaluations from the evidence storage center.

[0163] Set up strategy components, use marketing strategies, customer to-dos, and data collection to implement strategy functions; the strategy components are as follows:

[0164] (1) Overall Architecture

[0165] The strategy component mainly serves the intelligent and proactive support for customer operations and marketing scenarios in the future. The intelligent customer service terminal calls the strategy center to realize functions such as one-sentence marketing, marketing opportunity reminders, and over-the-counter marketing push. The docking capabilities include three modules: marketing strategy, customer to-do list, and data collection.

[0166] (2) Functional features

[0167] The intelligent customer service terminal uses the capabilities of the strategy center to form effective marketing and service potential perception and operation assistance in the front-end customer service process, including:

[0168] During the business process, accurate advertising information is pushed to over-the-counter clearing and other devices based on customer marketing portraits;

[0169] Accurately push advertisements and one-click links for product purchases to customer business processing terminals;

[0170] Push customer marketing words to the main screen used by tellers to guide customer marketing;

[0171] Timely perceive the need to recommend collaborative services to customers, such as customer level upgrade, associated account activation, etc., to improve the one-stop service level in the store.

[0172] (3) Public capability module

[0173] 1) Marketing strategy

[0174] The intelligent customer service terminal obtains marketing content from the backend channel strategy center and big data platform, and pushes it to front-end users and customers.

[0175] 2) Customer To-Do

[0176] It supports configuring an integrated potential service demand discovery mechanism for customers through the parameter center. For example, it can detect other abnormal information under the name of a customer during a certain business process, and promptly remind customers to handle the business through the intelligent customer service terminal message center capability.

[0177] 3) Data Collection

[0178] It is mainly used in intelligent customer service terminals to collect customer behavior data and analyze the reliability and effectiveness of existing strategy execution.

[0179] Set up user components and use user management, user authentication, and user views to implement user functions; the user components are as follows:

[0180] (1) Overall Architecture

[0181] The omni-channel user center mainly provides user registration, login, user information query and maintenance, user management and other capabilities for business and service systems such as smart customer service terminals, including external customers and internal users. Smart customer service terminals can mainly call user management and user authentication modules of the user center through standard components to provide support for counter user login, role and permission management, etc.

[0182] (2) Functional features

[0183] The intelligent customer service terminal calls the user center to realize the integrated authentication management and unified view management of the intelligent customer service terminal's own users. It can provide risk warnings for user rotations, and one-click user permissions and role conversion functions adapted to positions. It mainly supports:

[0184] It can realize the management of multiple legal users, permissions, roles, etc., and parameterized information management and maintenance.

[0185] It supports job and role configuration, has a job and role mutual exclusion mechanism, and supports docking with upstream systems to realize automatic update of roles and permissions after tellers rotate.

[0186] (3) Public capability module

[0187] 1) User Management

[0188] The user management module mainly provides maintenance functions for system users. The intelligent customer service terminal calls relevant capabilities to perform user registration, user login, user information query, user deletion, and limited authority management of different users (such as ordinary users or administrator users, etc.).

[0189] 2) User Authentication

[0190] The user authentication module provides the user's identity verification function, and the intelligent customer service terminal mainly calls the internal authentication capability. Internal authentication is mainly provided by unified authentication and biometric matching (such as face recognition, iris recognition, etc.). If external authentication is required, the online verification and other service capabilities of the authentication center can be used.

[0191] 3) User view

[0192] The user view module provides a view of the user's roles and permissions in all systems, allowing for quick understanding and adjustment of personnel permissions.

[0193] Set up material components and use material management and logistics management to implement material functions. The material components are as follows:

[0194] (1) Overall Architecture

[0195] Based on the management needs of the internal collection and handover of various types of re-stockings (debit cards, certificates of deposit, etc.), information (format contracts, etc.), vouchers (business accounting vouchers), etc., the Material Center provides our bank's core capabilities. The intelligent customer service terminal uses the material management and logistics management capabilities in a standardized manner to carry out the allocation, receipt, and handover of various types of materials. It also supports real-time query and display of logistics progress, and provides prompts through the China Unicom Message Center to help the front desk better manage re-stockings and other materials.

[0196] (2) Functional features

[0197] For the management of heavy and empty cargoes, the whole process is digitally managed, which can connect the data of internal and external logistics service providers to monitor the whole process, provide a better experience for internal management and external customer applications, effectively detect anomalies and ensure the safety of heavy and empty cargoes.

[0198] (3) Public capability module

[0199] 1) Material management

[0200] By calling on material management capabilities, the intelligent customer service terminal can query the IDs of various materials and carry out operations such as collection and transfer.

[0201] 2) Logistics Management

[0202] The intelligent customer service terminal calls the logistics management module to register and query logistics information.

[0203] In summary, in the method for the bank system to call the peripheral channel test provided by the present invention, the function of the bank system is enhanced by setting a comprehensive way of calling the peripheral channel test.

[0204] The above is only a preferred embodiment of the present invention and does not limit the present invention in any way. Any technician in the relevant technical field, without departing from the scope of the technical solution of the present invention, makes any form of equivalent replacement or modification to the technical solution and technical content disclosed in the present invention, which does not depart from the content of the technical solution of the present invention and still falls within the protection scope of the present invention.

Claims

1. A method for a bank system to call a peripheral channel test, characterized in that: The following steps are involved: Setting an appointment component, wherein the appointment component includes a pre-filled form, and calling the pre-filled information to realize the appointment function; Set up queuing components and use call number management to implement queuing functions; Set up the view component and insert 360-degree panoramic view data to realize the view function during the transaction process; Set up authentication components and use multiple authentication methods to implement authentication functions; Set up collaborative components and use order services, order scenarios, service governance, and back-end management services to achieve collaborative functions; Set up contract components and use electronic contracts, paper contracts and contract management to implement contract functions; Set up evidence storage components and use data forensics and evidence storage modules to implement evidence storage functions; Set up voucher components, set up voucher templates, paper vouchers and electronic vouchers to realize voucher functions; Set up the signature component, and use signature stamping and signature management to implement the signature function; Set up evaluation components and use evaluation operations to implement evaluation functions; Set up strategy components to implement strategy functions using marketing strategies, customer to-dos, and data collection; Set up user components and implement user functions using user management, user authentication, and user views; Set up material components and use material management and logistics management to implement material functions.

2. The method for calling a peripheral channel test by a banking system as claimed in claim 1, characterized in that: In the view component, different roles provide different view contents; Ordinary tellers can only query basic customer information and contract information, while the customer's account manager can query all customer information.

3. The method for calling a peripheral channel test by a banking system as claimed in claim 1, characterized in that: Authentication methods include biometrics, password management, media certificate management, identity authentication management, device authentication, SMS authentication, security authentication, and email authentication.

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