Telephone banking service breakpoint processing method, device and equipment and storage medium

Abstract

The invention discloses a telephone banking service breakpoint processing method, device and equipment and a storage medium, and is applied to the field of financial science and technology, and the method comprises the steps: obtaining bank information associated with a customer having a service breakpoint through a telephone banking service; risk pre-judgment is carried out according to the bank information to obtain a service limited risk entry, and the service limited risk entry comprises risk bank information, a target risk type and a solution; acquiring an omni-channel service historical record of the customer, and determining a target service limited risk entry causing a service breakpoint from the service limited risk entries according to the omni-channel service historical record; and processing the customer service breakpoint based on the target service limited risk entry. Based on the customer information and the historical service track, the reason of the customer service breakpoint is pre-judged in advance, and a solution is provided, so that the difficulty of answering the customer description by a seat is reduced, the average call duration is reduced, the telephone bank service quality and the customer experience are ensured, and the customer retention rate is improved.

Description

Technical Field

[0001] The present invention relates to the field of financial technology, and in particular to a telephone banking service breakpoint processing method, device, equipment and storage medium. Background Art

[0002] In the current banking industry, providing customers with excellent service quality is the goal pursued by every bank. The quality of service directly determines the intention of old customers to return and the willingness of new customers to join. Due to the particularity and sensitivity of the industry, banks have complex and tedious procedures such as permission verification and information verification in the process of serving customers, and the process will be adjusted accordingly with the influence of policies and regulations. Customers are restricted by factors such as limited information received and lack of professionalism. In the process of serving customers, service breakpoints often occur without the knowledge of the customer because the customer's conditions do not meet the business processing conditions.

[0003] When customers encounter service interruptions, telephone banking, as the most direct way for major banks to provide services to the outside world, requires manual questioning of bank customers and obtaining the reasons for the service interruption. This process is time-consuming and cumbersome, which can easily cause customer dissatisfaction, thereby reducing customer retention rate. Summary of the invention

[0004] The present invention provides a telephone banking service breakpoint processing method, so as to realize efficient processing of telephone banking service breakpoint problems while ensuring customer service experience.

[0005] According to a first aspect of the present invention, there is provided a method for handling a telephone banking service breakpoint, comprising: obtaining bank information associated with a customer having a service breakpoint through a telephone banking service;

[0006] Pre-judging risks according to the bank information to obtain service-restricted risk items, wherein the service-restricted risk items include risky bank information, risk type, and solution;

[0007] Acquire the omni-channel service history record of the customer, and determine the target service restriction risk item causing the service breakpoint from the service restriction risk items according to the omni-channel service history record;

[0008] The customer service breakpoint is processed based on the target service restricted risk entry.

[0009] According to another aspect of the present invention, there is provided an inspection device for an examination device, comprising: a bank information acquisition module, for acquiring bank information associated with a customer who has a service breakpoint through a telephone banking service;

[0010] A service restricted risk item acquisition module, used for performing risk prejudgment based on the bank information to acquire service restricted risk items;

[0011] A target service restricted risk item determination module is used to obtain the omni-channel service history record of the customer, and determine the target service restricted risk item that causes the service breakpoint from the service restricted risk items according to the omni-channel service history record;

[0012] A service breakpoint processing module is used to process the customer service breakpoint based on the target service restricted risk item.

[0013] According to another aspect of the present invention, there is provided an electronic device, the electronic device comprising:

[0014] at least one processor; and

[0015] a memory communicatively connected to the at least one processor; wherein,

[0016] The memory stores a computer program that can be executed by the at least one processor. The computer program is executed by the at least one processor so that the at least one processor can perform the method described in any embodiment of the present invention.

[0017] According to another aspect of the present invention, a computer-readable storage medium is provided, wherein the computer-readable storage medium stores computer instructions, and the computer instructions are used to enable a processor to implement the method described in any embodiment of the present invention when executed.

[0018] According to another aspect of the present invention, a computer program product is provided, comprising a computer program, and when the computer program is executed by a processor, the method described in any embodiment of the present invention is implemented.

[0019] The beneficial technical effect of the present invention is that, based on customer information and service history trajectories, the causes of customer service breakpoints can be predicted in advance and solutions can be provided, thereby reducing the difficulty of agents answering customer questions, reducing the average call duration, ensuring the quality of telephone banking services and customer experience, and improving customer retention rates.

[0020] It should be understood that the contents described in this section are not intended to identify the key or important features of the embodiments of the present invention, nor are they intended to limit the scope of the present invention. Other features of the present invention will become easily understood through the following description. BRIEF DESCRIPTION OF THE DRAWINGS

[0021] In order to more clearly illustrate the technical solutions in the embodiments of the present invention, the following briefly introduces the drawings required for use in the description of the embodiments. Obviously, the drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without creative work.

[0022] Figure 1 This is a flow chart of a telephone banking service breakpoint processing method provided according to the first embodiment of the present invention;

[0023] Figure 2 This is a flow chart of a telephone banking service breakpoint processing method provided according to Embodiment 2 of the present invention;

[0024] Figure 3 It is a structural schematic diagram of a telephone banking service breakpoint processing device provided according to Embodiment 3 of the present invention;

[0025] Figure 4 It is a schematic diagram of the structure of an electronic device provided by Embodiment 4 of the present invention. DETAILED DESCRIPTION

[0026] In order to enable those skilled in the art to better understand the scheme of the present invention, the technical scheme in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work should fall within the scope of protection of the present invention.

[0027] It should be noted that the terms "first", "second", etc. in the specification and claims of the present invention and the above-mentioned drawings are used to distinguish similar objects, and are not necessarily used to describe a specific order or sequence. It should be understood that the data used in this way can be interchanged where appropriate, so that the embodiments of the present invention described herein can be implemented in an order other than those illustrated or described herein. In addition, the terms "including" and "having" and any variations thereof are intended to cover non-exclusive inclusions, for example, a process, method, system, product or device that includes a series of steps or units is not necessarily limited to those steps or units that are clearly listed, but may include other steps or units that are not clearly listed or inherent to these processes, methods, products or devices.

[0028] Embodiment 1

[0029] Figure 1A flowchart of a telephone banking service breakpoint processing method is provided for the first embodiment of the present invention. This embodiment is applicable to the case of efficiently processing telephone banking service breakpoints. The method can be executed by a telephone banking service breakpoint processing device, which can be implemented in the form of hardware and / or software. Figure 1 As shown, the method includes:

[0030] Step S101, obtaining bank information associated with the customer who has a service interruption through telephone banking service.

[0031] Optionally, bank information associated with the customer who has a service breakpoint is obtained through telephone banking services, including: obtaining the customer's card account number; querying the database based on the card account number to obtain target data that matches the card account number; using the target data as the bank information associated with the customer, wherein the bank information includes basic customer information, basic card account information, basic limit information, and basic authority status information.

[0032] Specifically, in this embodiment, when a service breakpoint occurs due to a customer not meeting the business processing conditions, the customer will call the telephone banking agent. At this time, the agent will access the telephone banking service and select the service breakpoint troubleshooting function, and obtain the card account number entered by the customer through the telephone banking service. The telephone banking service calls the service interface on the product side to connect to the database based on the card account number provided by the customer, and obtains the target data matching the card account number from the library. At this time, the target data can specifically be the customer's basic information, card account basic information, limit basic information and authority status basic information associated with the customer, and the above-obtained target data is used as the bank information associated with the customer. Of course, this embodiment is only an example, and does not limit the specific content of the bank information associated with the customer.

[0033] Among them, the basic customer information includes customer certificate information and customer registration information, the basic card account information includes the type of card account and the transaction information of the card account, the limit basic information includes the single payment limit and the maximum transfer amount limit, and the authority status basic information includes the status of external transfer authority activation, collection authority and account transaction authority. Of course, this implementation is only an example and does not limit the specific content contained in the bank information.

[0034] It should be noted that in this embodiment, the person communicating with the customer can be a human agent or a robot agent, and this is not limited in this embodiment. As long as the customer's card account can be obtained by using the specified speech, it is within the scope of protection of this application. And when it is a human agent, the telephone banking service is manually accessed by humans, and when it is a robot agent, the telephone banking service is automatically accessed according to the pre-configured execution process, and the customer's bank information is automatically queried through the terminal device when the telephone banking service is accessed.

[0035] Step S102, performing risk prediction based on bank information to obtain service restriction risk items.

[0036] Optionally, risk prediction is performed based on bank information to obtain service restricted risk items, including: obtaining pre-set restricted rules, matching the bank information with the restricted rules to obtain hit restricted rules, wherein each restricted rule corresponds to a different risk type; obtaining the risk type and risky bank information corresponding to the hit restricted rules, and determining a solution based on the corresponding risk type; determining the service restricted risk items based on the risky bank information, risk type and solution.

[0037] Optional risk types include: expired documents, newly opened accounts with restricted transactions for a specified period of time, newly opened accounts with inactivity for a specified period of time, long-term inactivity, Type I accounts cannot receive remittances, Type II accounts cannot receive remittances, locked overseas transactions are restricted, external transfer permissions are not activated and transactions are restricted, and transfer amounts exceed system limits.

[0038] Specifically, in this implementation, restricted rules are pre-set, and bank information is matched with restricted rules to obtain the hit restricted rules, and the risk type and risk bank information corresponding to the hit restricted rules are obtained, wherein each restricted rule corresponds to a different risk type. For example, it is determined that the customer information governance status is not equal to uncontrolled and the certificate validity period is less than the current date. If it is satisfied, the risk of expired certificate is hit, wherein the restricted rule is "customer information governance status is not equal to uncontrolled and the certificate validity period is less than the current date", the risk type corresponding to the restricted rule is "certificate expiration", and the risk bank information is "customer information governance status" and "certificate validity period"; it is determined that the account control type is not equal to non-compliant controlled status and the account opening time is greater than the current date - 7 days. If it is satisfied, the risk of new account opening time within one week is hit, wherein the restricted rule is "account control type is not equal to non-compliant controlled status and the account opening time is greater than the current date - 7 days", the risk type corresponding to the restricted rule is "new account opening time within one week is restricted", and the risk bank information is "account control type" and "account opening time". Of course, in this implementation, only the hitting method of the above two restricted rules is used as an example, and the specific content and matching method of the restricted rules are not limited.

[0039] In addition, the restricted rules and the corresponding risk types can also be specifically as follows: "Judging that the comprehensive governance control situation is not equal to non-compliance with the controlled state, if it is satisfied, the risk of account control due to anti-money laundering identity identification is hit"; "Judging that the account control type is not equal to non-compliance with the controlled state and the account opening time is greater than the current date - 180 days and the details are less than 1 account movement record within 180 days, if it is satisfied, the risk of newly opened account that has not been moved for 6 months is hit"; "Judging that the account control type is not equal to non-compliance with the controlled state and the account opening time is greater than the current date - 180 days and the details are less than 1 account movement record in the past three years, if it is satisfied, the risk of long-term inactive account is hit"; "Judging that the card status is normal and the account status is normal and the account attribute is a Class I entity and the details are greater than or equal to 1 account movement record within 180 days, if it is satisfied, the risk of Class I account cannot receive remittances is hit "; "Judge that the card status is normal and the account status is normal and the account attribute is Class II entity or Class II electronic and the details are greater than or equal to 1 account record within 180 days. If it is met, the risk is hit that Class II accounts cannot receive remittances"; "Judge that the overseas lock is locked. If it is met, the risk is hit that the overseas lock is locked and overseas transactions are restricted"; "Judge that the external transfer authority is not activated. If it is met, the risk is hit that the external transfer authority is not activated and the transaction is restricted"; "Judge that the single payment amount is greater than the mobile banking or the single payment amount is greater than the online banking or the single payment amount is greater than the third-party payment limit and the single payment amount is greater than the electronic banking channel limit. If it is met, the risk is hit that the single payment / transfer amount is greater than the system limit". Of course, this implementation method is only an example for illustration, and does not limit the specific methods of restricted rules and risk types.

[0040] Among them, in this embodiment, after obtaining the risk type and risk bank information corresponding to the hit restricted rule, a solution will be determined according to the corresponding risk type, wherein a solution determination model is installed on the terminal device, and the risk type is input into the model for identification and output of the corresponding solution, for example, when the risk type is determined to be expired, the corresponding solution is to re-provide a newly issued valid certificate; when the risk type is determined to be a long-term inactive account, the corresponding solution is to reactivate the account; when the risk type is determined to be a Class I account that cannot receive remittances, the corresponding solution is to reopen the remittance authority of the Class I account; when the risk type is determined to be an overseas lock that locks overseas transactions, the corresponding solution is "opening the overseas transaction authority according to the valid certificate", of course, this embodiment is only an example, and does not limit the solutions corresponding to each risk type. And the solution determination model in this embodiment can be a deep learning network model, for example, a BP neural network model, and the specific type of the model is not limited in this embodiment, and the above model is obtained through training with a large amount of sample data. Since the training of the model is not the focus of this application, it will not be repeated in this embodiment.

[0041] It should be noted that when the risk type appears for the first time and cannot be identified by the model, a prompt message indicating that the solution failed to be obtained can be generated and displayed, so that the agent can manually determine the corresponding solution according to the risk type, and input the obtained solution and the corresponding model into the model to optimize the model. In addition, in this embodiment, a service restricted risk entry will be generated according to each restricted rule hit, wherein the service restricted risk entry includes risk bank information, risk type and solution. For example, when it is judged that the customer information governance status is not equal to uncontrolled and the certificate validity period is less than the current date, the risk certificate expires, and the generated service restricted risk entry includes: risk bank information-customer information governance status, certificate validity period; risk type-certificate expired; solution-re-provide a newly issued valid certificate. Of course, in this embodiment, only one service restricted risk entry is used as an example for explanation, and in actual applications, the customer's bank information may hit multiple restricted rules, and then multiple service restricted risk entries will be generated accordingly. In this embodiment, the specific number of generated service restricted risk entries is not limited.

[0042] Step S103: Acquire the omni-channel service history record of the customer, and determine the target service restriction risk item causing the service breakpoint from the service restriction risk items according to the omni-channel service history record.

[0043] Optionally, a target service restricted risk entry causing a service breakpoint is determined from service restricted risk entries according to the omni-channel service history record, including: obtaining risk bank information associated with the service breakpoint according to the omni-channel service history record; and filtering the service restricted risk entries according to the risk bank information to obtain the target service restricted risk entry.

[0044] Specifically, in this implementation mode, the terminal device will query the omni-channel service history records based on the customer's basic information in the bank information, and obtain the risk bank information associated with the current service breakpoint, that is, determine what specific operation the customer was performing when the service breakpoint occurred, and filter from the multiple service restricted risk items obtained above according to the risk bank information involved in the operation. For example, when there are risks in multiple bank information of the customer, and 5 service restricted risk items are obtained through pre-judgment, and the risk bank information involved in the current service breakpoint includes the validity period of the certificate according to the historical records, at this time, at least one target service restricted risk item containing the risk bank information of the certificate validity period is filtered out from the 5 service restricted risk items, so as to facilitate the accurate determination of one or more risk types related to the current service breakpoint from the multiple risks currently faced by the customer, and the corresponding solutions, so as to facilitate the agent to provide targeted services to the customer based on the determined target service restricted risk items.

[0045] Step S104: Process the customer service breakpoint based on the target service restricted risk item.

[0046] Optionally, customer service breakpoints are processed based on target service restricted risk items, including: when it is determined that a customer's SMS answer request has been received, an answer SMS is generated based on the target service restricted risk items and sent to the customer's client, so as to guide the customer to perform self-service processing of the service breakpoint based on the answer SMS; when it is determined that a customer's work order registration request has been received, a business processing form is generated based on the target service restricted items and sent to the target agent, so that the target agent can perform online processing of the service breakpoint based on the business processing form.

[0047] Specifically, in this embodiment, based on the determined target service restricted risk items, a variety of methods can be used to answer the customer's service breakpoint problem. When the customer thinks that the service breakpoint problem is relatively simple and can be handled by himself, he can choose self-service processing. At this time, when the terminal device receives the customer's self-service processing request, it will generate a solution SMS based on the target service restricted risk item, and send the generated SMS to the customer's mobile terminal when receiving the sending instruction generated by the agent through triggering. In addition, when the customer's task service breakpoint problem is relatively complex and difficult to handle by himself and needs to be solved on the spot, the work order registration function can be selected. When the terminal device receives the customer's work order registration request, it will generate a business processing form based on the target service restricted item, and send the business processing form to the target agent to complete the business processing.

[0048] It should be noted that in this implementation, different seats are assigned to different risk types for professional processing. Therefore, the target seat specifically refers to the seat that matches the service breakpoint risk type of the current customer. Of course, this implementation is only an example, and the specific determination method of the target seat is not limited. Therefore, this application collects and analyzes the basic information of the customer, the basic information of the card account, the basic information of the limit, and the basic information of the authority status, and predicts the root cause of the customer's service breakpoint in the bank system in advance, and provides information prediction for the telephone banking seat to serve the customer. Let the seat know the problems that the customer may encounter at the first time, and provide strong support for the seat to solve the customer's pain point problems faster and more accurately. And provide two problem-solving methods: sending problem solution text messages and establishing business processing work orders, respectively guiding customers to solve problems for customers by self-service or having bank employees handle them online. Better improve the customer experience. With the continuous enrichment of customer historical data, the model in this application will be continuously iterated and optimized, so as to provide more accurate and practical technical support for customer service to better communicate with customers.

[0049] In the implementation mode of the present application, based on customer information and service history track, the causes of customer service breakpoints are predicted in advance and solutions are provided, thereby reducing the difficulty of agents answering customer questions, reducing the average call duration, ensuring the quality of telephone banking services and customer experience, and improving customer retention rate.

[0050] Embodiment 2

[0051] Figure 2 This is a flowchart of a telephone banking service breakpoint processing method provided in the second embodiment of the present invention. This embodiment is based on the above embodiment and further includes: identifying the processing result and generating an alarm prompt when it is determined that the processing result is abnormal. Figure 2 As shown, the method includes:

[0052] Step S201, obtaining bank information associated with the customer who has a service interruption through telephone banking service.

[0053] Optionally, bank information associated with the customer who has a service breakpoint is obtained through telephone banking services, including: obtaining the customer's card account number; querying the database based on the card account number to obtain target data that matches the card account number; using the target data as the bank information associated with the customer, wherein the bank information includes basic customer information, basic card account information, basic limit information, and basic authority status information.

[0054] Step S202, pre-judge the risk based on the bank information and obtain the service restriction risk items.

[0055] Optionally, risk prediction is performed based on bank information to obtain service restricted risk items, including: obtaining pre-set restricted rules, matching the bank information with the restricted rules to obtain hit restricted rules, wherein each restricted rule corresponds to a different risk type; obtaining the risk type and risky bank information corresponding to the hit restricted rules, and determining a solution based on the corresponding risk type; determining the service restricted risk items based on the risky bank information, risk type and solution.

[0056] Step S203: Acquire the omni-channel service history record of the customer, and determine the target service restriction risk item causing the service breakpoint from the service restriction risk items according to the omni-channel service history record.

[0057] Optionally, a target service restricted risk entry causing a service breakpoint is determined from service restricted risk entries according to the omni-channel service history record, including: obtaining risk bank information associated with the service breakpoint according to the omni-channel service history record; and filtering the service restricted risk entries according to the risk bank information to obtain the target service restricted risk entry.

[0058] Step S204: Process the customer service breakpoint based on the target service restricted risk item.

[0059] Optionally, customer service breakpoints are processed based on target service restricted risk items, including: when it is determined that a customer's SMS answer request has been received, an answer SMS is generated based on the target service restricted risk items and sent to the customer's client, so as to guide the customer to perform self-service processing of the service breakpoint based on the answer SMS; when it is determined that a customer's work order registration request has been received, a business processing form is generated based on the target service restricted items and sent to the target agent, so that the target agent can perform online processing of the service breakpoint based on the business processing form.

[0060] Step S205: Identify the processing result and generate an alarm prompt when it is determined that the processing result is abnormal.

[0061] Specifically, the present implementation mainly targets scenarios where customers perform self-service processing. Since customers may make mistakes even if they refer to the provided text messages when performing self-service processing, in order to ensure the correct handling of service breakpoints, the customer's self-service processing results will be identified. When it is determined within the specified time range that the processing result is abnormal, that is, the service breakpoint still exists, and the customer's current service business is still in an interrupted state, an alarm message will be generated. The alarm message includes customer information, the risk type corresponding to the service breakpoint, the corresponding solution, and the interruption duration, so as to remind the target agent, so that the target agent can call the customer based on the alarm prompt to communicate whether assistance is needed, thereby facilitating the rapid handling of service breakpoint problems and further improving service quality.

[0062] It should be noted that the alarm prompt in this embodiment can be displayed in the form of voice or image. The specific display method of the alarm prompt is not limited in this embodiment. As long as it can serve as a prompt to the target seat, it is within the scope of protection of this application and is not limited in this embodiment.

[0063] In the implementation mode of the present application, based on customer information and service history track, the cause of customer service breakpoints is predicted in advance and solutions are provided, thereby reducing the difficulty of agents answering customer complaints, reducing the average call duration, ensuring the quality of telephone banking services and customer experience, and improving customer retention. By identifying the processing results in the self-service scenario and generating an alarm message to prompt the target agent when the processing result is abnormal, it is convenient for the target agent to call the customer to see if online assistance is needed, thereby facilitating the rapid processing of service breakpoint problems and further improving service quality.

[0064] Embodiment 3

[0065] Figure 3 This is a schematic diagram of the structure of a telephone banking service breakpoint processing device provided by the third embodiment of the present invention. Figure 3 As shown, the device includes: a bank information acquisition module 310, a service restricted risk item acquisition module 320, a target service restricted risk item determination module 330 and a service breakpoint processing module 340.

[0066] The bank information acquisition module 310 is used to acquire the bank information associated with the customer who has a service breakpoint through the telephone banking service;

[0067] The service-restricted risk item acquisition module 320 is used to perform risk prejudgment based on bank information to acquire service-restricted risk items, wherein the service-restricted risk items include risk bank information, risk type, and solution;

[0068] The target service restricted risk item determination module 330 is used to obtain the omni-channel service history record of the customer, and determine the target service restricted risk item that causes the service breakpoint from the service restricted risk items according to the omni-channel service history record;

[0069] The service breakpoint processing module 340 is used to process the customer service breakpoint based on the target service restricted risk item.

[0070] Optional, bank information acquisition module, used to obtain the customer's card account number;

[0071] Query the database according to the card account number to obtain target data matching the card account number;

[0072] The target data is the bank information associated with the customer, wherein the bank information includes basic customer information, basic card account information, basic limit information and basic authority status information.

[0073] Optionally, a service restricted risk item acquisition module is used to acquire preset restricted rules, match bank information with the restricted rules to acquire hit restricted rules, wherein each restricted rule corresponds to a different risk type;

[0074] Obtain the risk type and risk bank information corresponding to the restricted rules that are hit, and determine a solution based on the corresponding risk type;

[0075] Identify service restricted risk items based on risk bank information, risk type and solution.

[0076] Optional risk types include: expired documents, newly opened accounts with restricted transactions for a specified period of time, newly opened accounts with inactivity for a specified period of time, long-term inactivity, Type I accounts cannot receive remittances, Type II accounts cannot receive remittances, locked overseas transactions are restricted, external transfer permissions are not activated and transactions are restricted, and transfer amounts exceed system limits.

[0077] Optionally, a target service restricted risk item determination module is used to obtain risk bank information associated with a service breakpoint based on omni-channel service history records;

[0078] The target service restricted risk items are obtained by filtering from the service restricted risk items according to the risk bank information.

[0079] Optionally, a service breakpoint processing module is used to generate a text message of answer according to the target service restriction risk item and send it to the client's client when it is determined that a text message answer request from the user is received, so as to guide the customer to perform self-service processing of the service breakpoint according to the text message of answer.

[0080] When it is determined that the customer's work order registration request is received, a business processing sheet is generated according to the target service restricted item and sent to the target agent, so that the target agent performs service breakpoint online processing according to the business processing sheet.

[0081] The telephone banking service breakpoint processing device provided in the embodiment of the present invention can execute the telephone banking service breakpoint processing method provided in any embodiment of the present invention, and has the corresponding functional modules and beneficial effects of the execution method. Based on customer information and service history track, the cause of the customer service breakpoint is predicted in advance and a solution is provided, thereby reducing the difficulty of the agent answering the customer's statement, reducing the average call duration, ensuring the telephone banking service quality and customer experience, and improving the customer retention rate. By identifying the processing results in the self-service scenario and generating an alarm message to prompt the target agent when the processing result is abnormal, it is convenient for the target agent to call the customer to see if online assistance is needed, thereby facilitating the rapid processing of service breakpoint problems to further improve service quality.

[0082] Embodiment 4

[0083] Figure 4 A schematic diagram of the structure of an electronic device 10 that can be used to implement an embodiment of the present invention is shown. The electronic device is intended to represent various forms of digital computers, such as laptop computers, desktop computers, workstations, personal digital assistants, servers, blade servers, mainframe computers, and other suitable computers. The electronic device can also represent various forms of mobile devices, such as personal digital processing, cellular phones, smart phones, wearable devices (such as helmets, glasses, watches, etc.) and other similar computing devices. The components shown herein, their connections and relationships, and their functions are merely examples and are not intended to limit the implementation of the present invention described and / or required herein.

[0084] like Figure 4 As shown, the electronic device 10 includes at least one processor 11, and a memory connected to the at least one processor 11, such as a read-only memory (ROM) 12, a random access memory (RAM) 13, etc., wherein the memory stores a computer program that can be executed by at least one processor, and the processor 11 can perform various appropriate actions and processes according to the computer program stored in the read-only memory (ROM) 12 or the computer program loaded from the storage unit 18 to the random access memory (RAM) 13. In the RAM 13, various programs and data required for the operation of the electronic device 10 can also be stored. The processor 11, the ROM 12, and the RAM 13 are connected to each other through a bus 14. An input / output (I / O) interface 15 is also connected to the bus 14.

[0085] A number of components in the electronic device 10 are connected to the I / O interface 15, including: an input unit 16, such as a keyboard, a mouse, etc.; an output unit 17, such as various types of displays, speakers, etc.; a storage unit 18, such as a disk, an optical disk, etc.; and a communication unit 19, such as a network card, a modem, a wireless communication transceiver, etc. The communication unit 19 allows the electronic device 10 to exchange information / data with other devices through a computer network such as the Internet and / or various telecommunication networks.

[0086] The processor 11 may be a variety of general and / or special processing components with processing and computing capabilities. Some examples of the processor 11 include, but are not limited to, a central processing unit (CPU), a graphics processing unit (GPU), various special artificial intelligence (AI) computing chips, various processors running machine learning model algorithms, a digital signal processor (DSP), and any appropriate processor, controller, microcontroller, etc. The processor 11 executes the various methods and processes described above, such as a telephone banking service breakpoint processing method.

[0087] In some embodiments, the telephone banking service breakpoint processing method can be implemented as a computer program, which is tangibly contained in a computer-readable storage medium, such as a storage unit 18. In some embodiments, part or all of the computer program can be loaded and / or installed on the electronic device 10 via the ROM 12 and / or the communication unit 19. When the computer program is loaded into the RAM 13 and executed by the processor 11, one or more steps of the telephone banking service breakpoint processing method described above can be performed. Alternatively, in other embodiments, the processor 11 can be configured to execute the telephone banking service breakpoint processing method in any other appropriate manner (for example, by means of firmware).

[0088] Various implementations of the systems and techniques described above herein can be implemented in digital electronic circuit systems, integrated circuit systems, field programmable gate arrays (FPGAs), application specific integrated circuits (ASICs), application specific standard products (ASSPs), systems on chips (SOCs), load programmable logic devices (CPLDs), computer hardware, firmware, software, and / or combinations thereof. These various implementations can include: being implemented in one or more computer programs that can be executed and / or interpreted on a programmable system including at least one programmable processor, which can be a special purpose or general purpose programmable processor that can receive data and instructions from a storage system, at least one input device, and at least one output device, and transmit data and instructions to the storage system, the at least one input device, and the at least one output device.

[0089] Computer programs for implementing the methods of the present invention may be written in any combination of one or more programming languages. These computer programs may be provided to a processor of a general-purpose computer, a special-purpose computer, or other programmable data processing device, so that when the computer program is executed by the processor, the functions / operations specified in the flow chart and / or block diagram are implemented. The computer program may be executed entirely on the machine, partially on the machine, partially on the machine and partially on a remote machine as a stand-alone software package, or entirely on a remote machine or server.

[0090] In the context of the present invention, a computer-readable storage medium may be a tangible medium that may contain or store a computer program for use by or in combination with an instruction execution system, device or equipment. A computer-readable storage medium may include, but is not limited to, electronic, magnetic, optical, electromagnetic, infrared, or semiconductor systems, devices or equipment, or any suitable combination of the foregoing. Alternatively, a computer-readable storage medium may be a machine-readable signal medium. A more specific example of a machine-readable storage medium may include an electrical connection based on one or more lines, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.

[0091] To provide interaction with a user, the systems and techniques described herein may be implemented on an electronic device having: a display device (e.g., a CRT (cathode ray tube) or LCD (liquid crystal display) monitor) for displaying information to the user; and a keyboard and a pointing device (e.g., a mouse or trackball) through which the user can provide input to the electronic device. Other types of devices may also be used to provide interaction with the user; for example, the feedback provided to the user may be any form of sensory feedback (e.g., visual feedback, auditory feedback, or tactile feedback); and input from the user may be received in any form (including acoustic input, voice input, or tactile input).

[0092] The systems and techniques described herein may be implemented in a computing system that includes backend components (e.g., as a data server), or a computing system that includes middleware components (e.g., an application server), or a computing system that includes frontend components (e.g., a user computer with a graphical user interface or a web browser through which a user can interact with implementations of the systems and techniques described herein), or a computing system that includes any combination of such backend components, middleware components, or frontend components. The components of the system may be interconnected by any form or medium of digital data communication (e.g., a communication network). Examples of communication networks include: a local area network (LAN), a wide area network (WAN), a blockchain network, and the Internet.

[0093] A computing system may include a client and a server. The client and the server are generally remote from each other and usually interact through a communication network. The client and server relationship is generated by computer programs running on the corresponding computers and having a client-server relationship with each other. The server may be a cloud server, also known as a cloud computing server or cloud host, which is a host product in the cloud computing service system to solve the defects of difficult management and weak business scalability in traditional physical hosts and VPS services.

[0094] Embodiment 5

[0095] An embodiment of the present invention further provides a computer program product, including a computer program, which, when executed by a processor, implements the telephone banking service breakpoint processing method provided in any embodiment of the present application.

[0096] In the process of implementation, the computer program product can be written in one or more programming languages ​​or a combination thereof to perform the computer program code of the present invention, including object-oriented programming languages, such as Java, Smalltalk, C++, and conventional procedural programming languages, such as "C" language or similar programming languages. The program code can be executed entirely on the user's computer, partially on the user's computer, as a separate software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In the case of a remote computer, the remote computer can be connected to the user's computer through any type of network, including a local area network (LAN) or a wide area network (WAN), or can be connected to an external computer (for example, using an Internet service provider to connect through the Internet).

[0097] It should be noted that in the embodiments of the present application, certain software, components, models and other existing solutions in the industry may be mentioned, and they should be regarded as exemplary. Their purpose is only to illustrate the feasibility of implementing the technical solution of the present application, but it does not mean that the applicant has or will necessarily use the solution.

[0098] Note that the above are only preferred embodiments of the present invention and the technical principles used. Those skilled in the art will understand that the present invention is not limited to the specific embodiments herein, and that various obvious changes, readjustments and substitutions can be made by those skilled in the art without departing from the scope of protection of the present invention. Therefore, although the present invention has been described in more detail through the above embodiments, the present invention is not limited to the above embodiments, and may include more other equivalent embodiments without departing from the concept of the present invention, and the scope of the present invention is determined by the scope of the appended claims.

Claims

1. A telephone banking service breakpoint processing method, characterized in that: include: Obtain bank information associated with customers who have experienced service interruptions through telephone banking services; Pre-judging risks according to the bank information to obtain service-restricted risk items, wherein the service-restricted risk items include risky bank information, risk type, and solution; Acquire the omni-channel service history record of the customer, and determine the target service restriction risk item causing the service breakpoint from the service restriction risk items according to the omni-channel service history record; The customer service breakpoint is processed based on the target service restricted risk entry.

2. The method according to claim 1, characterized in that The bank information associated with the customer who has experienced a service interruption is obtained through the telephone banking service, including: Get the customer's card account number; Querying the database according to the card account number to obtain target data matching the card account number; The target data is used as the bank information associated with the customer, wherein the bank information includes basic customer information, basic card account information, basic limit information and basic authority status information.

3. The method according to claim 1, characterized in that The step of performing risk prejudgment based on the bank information to obtain service restricted risk items includes: Obtaining a preset restricted rule, and matching the bank information with the restricted rule to obtain a matched restricted rule, wherein each restricted rule corresponds to a different risk type; Obtaining the risk type and risk bank information corresponding to the matched restricted rule, and determining the solution according to the corresponding risk type; The service-restricted risk item is determined according to the risk bank information, the risk type and the solution.

4. The method according to claim 3, characterized in that The risk types include: expired documents, transaction restrictions for a newly opened account for a specified period of time, newly opened accounts that are inactive for a specified period of time, long-term inactive accounts, Class I accounts that cannot receive remittances, Class II accounts that cannot receive remittances, locked overseas transactions, transactions restricted due to non-activation of external transfer permissions, and transfer amounts exceeding system limits.

5. The method according to claim 1, characterized in that The determining, from the service restriction risk items according to the omni-channel service history records, a target service restriction risk item causing a service breakpoint comprises: Acquire risk bank information associated with the service breakpoint according to the omni-channel service history record; The target service restriction risk item is obtained by screening the service restriction risk items according to the risk bank information.

6. The method according to claim 1, characterized in that processing the customer service breakpoint based on the target service restricted risk entry, include, When it is determined that a text message answer request from the user is received, an answer text message is generated according to the target service restriction risk item and sent to the client of the customer to guide the customer to perform self-service processing of the service breakpoint according to the answer text message. When it is determined that the customer's work order registration request is received, a business processing form is generated according to the target service restricted item and sent to the target agent, so that the target agent performs service breakpoint online processing according to the business processing form.

7. The method according to claim 6, characterized in that After the customer service breakpoint is processed based on the target service limited risk item, the method further includes: Identifying a processing result, wherein the processing result is obtained through self-service processing of a service breakpoint; When it is determined that the processing result is abnormal, an alarm prompt is generated.

8. A telephone banking service breakpoint processing device, characterized in that: The device comprises: A bank information acquisition module is used to acquire bank information associated with a customer who has experienced a service interruption through telephone banking services; A service-restricted risk item acquisition module, configured to perform risk prejudgment according to the bank information to acquire service-restricted risk items, wherein the service-restricted risk items include risk bank information, risk type, and solution; A target service restricted risk item determination module is used to obtain the omni-channel service history record of the customer, and determine the target service restricted risk item that causes the service breakpoint from the service restricted risk items according to the omni-channel service history record; A service breakpoint processing module is used to process the customer service breakpoint based on the target service restricted risk item.

9. An electronic device, characterized in that: The electronic device comprises: at least one processor; and a memory communicatively connected to the at least one processor; wherein, The memory stores a computer program executable by the at least one processor, and the computer program is executed by the at least one processor so that the at least one processor can perform the method according to any one of claims 1 to 7.

10. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores computer instructions, and the computer instructions are used to enable a processor to implement the method according to any one of claims 1 to 7 when executed.

11. A computer program product, characterized in that The invention comprises a computer program, which implements the method according to any one of claims 1 to 7 when being executed by a processor.

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