A telephone banking service breakpoint processing method, device and equipment and storage medium

Abstract

The application discloses a telephone bank service breakpoint processing method and device, equipment and storage medium, apply to the field of financial technology, including: through telephone bank service, obtain the bank information associated with the customer who occurs service breakpoint;According to the bank information, the risk prediction is carried out to obtain the service limited risk item, wherein the service limited risk item includes risk bank information, target risk type and solution;Get the full channel service history record of the customer, and determine the target service limited risk item causing the service breakpoint from the service limited risk item according to the full channel service history record;Based on the target service limited risk item, the customer service breakpoint is processed.Based on customer information and service history track, the reason of customer service breakpoint is predicted in advance and the solution is provided, thereby reducing the difficulty of the seat answering customer statement, reducing the average call duration, ensuring the telephone bank service quality and customer experience, and improving the customer retention rate.

Description

TECHNICAL FIELD

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

[0002] In the current banking industry, providing excellent service quality for customers is the goal pursued by every bank, and the service quality directly determines the intention of old customers to stay and the willingness of new customers to join. Due to the particularity and sensitivity of the industry, banks have complex and tedious permission verification, information checking and other processes in the process of serving customers, and the process will be adjusted accordingly with factors such as policies and regulations. Limited by the limited information received by the customer and the lack of professional factors, the customer often does not know the situation in the process of serving the customer, and the service breakpoint appears due to the fact that the customer does not meet the business handling conditions.

[0003] When the customer appears the service breakpoint, the telephone bank as the most direct way for major banks to provide services needs to inquire the bank customer and obtain the service breakpoint reason, and in this process, due to the time-consuming inquiry and complexity, it is easy to cause the customer's emotional dissatisfaction, thereby reducing the customer retention rate. SUMMARY

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

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

[0006] According to the bank information, a risk prediction is performed to obtain a service restricted risk item, wherein the service restricted risk item includes risk bank information, risk type and solution;

[0007] Obtain the full-channel service history record of the customer, and determine the target service restricted risk item causing the service breakpoint from the service restricted risk item according to the full-channel service history record;

[0008] Process the customer service breakpoint based on the target service restricted risk item.

[0009] According to another aspect of the present application, a test equipment inspection device is provided, comprising: a bank information acquisition module for obtaining bank information associated with a customer having a service breakpoint through a telephone banking service;

[0010] A service restriction risk item acquisition module, configured to perform risk prejudgment based on the bank information and acquire service restriction risk items;

[0011] a target service restriction risk item determination module, configured to obtain a customer's omni-channel service history record, and determine a target service restriction risk item that causes a service breakpoint from among the service restriction risk items based on 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 restriction risk item.

[0013] According to another aspect of the present invention, an electronic device is provided, 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 to enable the at least one processor to perform the method according to 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, which implements the method described in any embodiment of the present invention when executed by a processor.

[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 for agents to answer 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 content described in this section is not intended to identify the key or important features of the embodiments of the present invention, nor is it intended to limit the scope of the present invention. Other features of the present invention will become readily 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 in accordance with the first embodiment of the present invention;

[0023] Figure 2 This is a flow chart of a telephone banking service breakpoint processing method provided in accordance with the second embodiment of the present invention;

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

[0025] Figure 4 It is a structural diagram of an electronic device provided by the fourth embodiment of the present invention. DETAILED DESCRIPTION

[0026] In order to enable those skilled in the art to better understand the solutions of the present invention, the technical solutions 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 embodiments described 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 making creative efforts should fall within the scope of protection of the present invention.

[0027] It should be noted that the terms "first", "second", etc. in the description 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 numbers 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 clearly listed, but may include other steps or units that are not clearly listed or inherent to these processes, methods, products or devices.

[0028] Example 1

[0029] Figure 1A flowchart of a method for handling telephone banking service breakpoints is provided for the first embodiment of the present invention. This embodiment is applicable to situations where telephone banking service breakpoints are handled efficiently. The method can be executed by a telephone banking service breakpoint handling 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 a customer who has experienced a service interruption through telephone banking services.

[0031] Optionally, the bank information associated with the customer who has experienced 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; and 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 customer encounters a service breakpoint due to 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. Through the telephone banking service, the service interface on the product side is called to connect to the database based on the card account number provided by the customer, and the target data matching the card account number is obtained 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 ID 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 basic limit information includes the single payment limit and the maximum transfer amount limit, and the basic authority status information includes the status of the external transfer authority activation, the collection authority and the 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 agent 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 number can be obtained using the specified language, it is within the scope of protection of this application. In addition, when the agent is a human agent, the telephone banking service is manually connected. When the agent is a robot agent, the telephone banking service is automatically connected according to the pre-configured execution process. When the telephone banking service is connected, the customer's bank information is automatically queried through the terminal device.

[0035] Step S102: Pre-judge risks based on bank information and 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 risk bank information corresponding to the hit restricted rule, and determining a solution based on the corresponding risk type; determining the service restricted risk item based on the risk bank information, risk type and solution.

[0037] Optional risk types include: expired documents, transaction restrictions for newly opened accounts within a specified period, newly opened accounts that have been inactive for a specified period, long-term inactive accounts, Category I accounts that cannot receive remittances, Category II accounts that cannot receive remittances, locked overseas transaction restrictions, transaction restrictions due to unactivated outbound transfer permissions, and transfer amounts exceeding system limits.

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

[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-compliant with the controlled status, if it is met, 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-compliant with the controlled status and the account opening time is greater than the current date - 180 days and the details are less than 1 account activity record within 180 days, if it is met, the risk of newly opened account inactive for 6 months is hit"; "Judging that the account control type is not equal to non-compliant with the controlled status and the account opening time is greater than the current date - 180 days and the details are less than 1 account activity record in the past three years, if it is met, 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 activity record within 180 days, if it is met, the risk of Class I account being unable to 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 activity record within 180 days. If it is met, the risk is hit that the Class II account 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 transactions are restricted"; "Judge that the single payment amount is greater than the mobile banking amount or the single payment amount is greater than the online banking amount 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 is only an example, and does not limit the specific methods of restricted rules and risk types.

[0040] In this embodiment, after obtaining the risk type and risk bank information corresponding to the hit restricted rule, a solution is determined based on the corresponding risk type. A solution determination model is installed on the terminal device. 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 documents, the corresponding solution is to re-provide a newly issued valid document; 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 unable to receive remittances, the corresponding solution is to re-enable the remittance rights of the Class I account; when the risk type is determined to be an overseas lock that restricts overseas transactions, the corresponding solution is to "enable overseas transaction rights based on valid documents." Of course, this embodiment is merely an example and does not limit the solutions corresponding to each risk type. Furthermore, the solution determination model in this embodiment can specifically be a deep learning network model, such as a BP neural network model. The specific type of model is not limited in this embodiment, and the above-mentioned model is obtained through training using a large amount of sample data. Since model training is not the focus of this application, it will not be described in detail in this embodiment.

[0041] It should be noted that when a risk type occurs for the first time and cannot be identified by the model, a solution acquisition failure prompt message can be generated and displayed. This allows agents to manually determine the corresponding solution based on the risk type. The obtained solution and the corresponding model are then input into the model for model optimization and training. Furthermore, in this embodiment, a service-restricted risk entry is generated based on each matching restriction rule. Each service-restricted risk entry includes risky bank information, risk type, and solution. For example, if the customer information governance status is not equal to "uncontrolled" and the document validity period is less than the current date, the document expiration risk is hit. In this case, the generated service-restricted risk entry includes: risky bank information - customer information governance status, document validity period; risk type - document expiration; and solution - re-issuance of a newly issued valid document. Of course, this embodiment uses only one service-restricted risk entry as an example. In actual applications, a customer's bank information may match multiple restriction rules, resulting in the generation of multiple service-restricted risk entries. This embodiment does not limit the specific number of service-restricted risk entries generated.

[0042] Step S103 : obtaining the omni-channel service history record of the customer, and determining 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 the service restricted risk entries based on the omni-channel service history record, including: obtaining risk bank information associated with the service breakpoint based on the omni-channel service history record; and filtering the service restricted risk entries based on the risk bank information to obtain the target service restricted risk entry.

[0044] Specifically, in this embodiment, 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 certificate validity period risk bank information 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 and the corresponding solutions from the multiple risks currently faced by the customer, so as to facilitate the agent to provide targeted services to the customer based on the determined target service restricted risk item.

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

[0046] Optionally, customer service breakpoints are processed based on the target service restricted risk items, including: when it is determined that a customer's SMS answer request is received, an answer SMS is generated based on the target service restricted risk item and sent to the customer's client 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 is received, a business processing form is generated based on the target service restricted item 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, based on the determined target service restriction risk item, the service breakpoint problem of the customer can be solved in multiple ways. When the customer thinks that the service breakpoint problem is simple and can be handled by himself / herself, self-service processing can be selected. At this time, the terminal device generates a solution SMS based on the target service restriction risk item when receiving the self-service processing request of the customer, and sends the generated SMS to the mobile terminal of the customer when receiving the sending instruction triggered by the agent.

[0048] It should be noted that different agents are assigned to process different risk types in the embodiment of the application, so the target agent specifically refers to the agent matched with the service breakpoint risk type of the current customer. Of course, the embodiment of the application is only an example and does not limit the specific determination method of the target agent. Therefore, the 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 permission state, and predicts the root cause of the service breakpoint of the customer in the bank system in advance, to provide information prediction for the telephone bank agent to serve the customer. The agent can understand the problems that the customer may encounter at the first time, and provide strong support for the agent to solve the customer's pain point problem more quickly and accurately. And provide two problem solving ways of issuing problem solving SMS and establishing business handling work order, respectively guide the customer to self-service or online handling by bank staff to solve the problem of the customer. Better improve the customer experience. With the continuous enrichment of customer historical data, the model in the application will be continuously iterated and optimized, thereby providing more accurate and practical technical support for better communication between customer service and customers.

[0049] In the embodiment of the application, based on the 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 to answer the customer's statement, reducing the average call duration, ensuring the telephone bank service quality and customer experience, and improving the customer retention rate.

[0050] Embodiment Two

[0051] Figure 2 A flowchart of a telephone bank service breakpoint processing method provided by the second embodiment of the application, based on the above-mentioned embodiment, after processing the service breakpoint of the customer based on the target service restriction risk item, the method further includes: identifying the processing result, and generating an alarm prompt when it is determined that the processing result is abnormal. As shown in Figure 2 The method comprises the following steps:

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

[0053] Optionally, the bank information associated with the customer who has experienced 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; and 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 risks based on bank information and obtain 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 risk bank information corresponding to the hit restricted rule, and determining a solution based on the corresponding risk type; determining the service restricted risk item based on the risk bank information, risk type and solution.

[0056] Step S203 : obtaining the omni-channel service history record of the customer, and determining 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 the service restricted risk entries based on the omni-channel service history record, including: obtaining risk bank information associated with the service breakpoint based on the omni-channel service history record; and filtering the service restricted risk entries based on 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 restriction risk item.

[0059] Optionally, customer service breakpoints are processed based on the target service restricted risk items, including: when it is determined that a customer's SMS answer request is received, an answer SMS is generated based on the target service restricted risk item and sent to the customer's client 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 is received, a business processing form is generated based on the target service restricted item 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 embodiment mainly aims at the scene of customer self-service processing. Since the customer may misoperate even if referring to the provided short message when self-processing, in order to ensure the correct processing of the service breakpoint, the self-processing result of the customer is identified. When it is determined that the processing result is abnormal and the service breakpoint still exists within a specified time range, the customer's current service business is still in an interrupted state, an alarm information is generated, which contains customer information, a risk type corresponding to the service breakpoint, a corresponding solution and an interruption duration, so as to remind the target agent, thereby facilitating the target agent to make a call to the customer based on the alarm prompt to communicate whether assistance processing is needed, thereby facilitating the quick processing of the service breakpoint problem, so as to further improve the service quality.

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

[0063] In the embodiment, the reason for the customer service breakpoint is predicted in advance based on the customer information and service history track, and a solution is provided, thereby reducing the difficulty of the agent to answer 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 result in the self-service scene and generating an alarm information to prompt the target agent when the processing result is abnormal, the target agent is facilitated to call the customer to determine whether online assistance processing is needed, thereby facilitating the quick processing of the service breakpoint problem, so as to further improve the service quality.

[0064] Embodiment three

[0065] Figure 3 A structural schematic diagram of a telephone banking service breakpoint processing device provided by the embodiment three is shown in FIG. 3. Figure 3 As shown in the figure, 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 configured to acquire bank information associated with a customer having a service breakpoint through a telephone banking service.

[0067] The service restricted risk item acquisition module 320 is configured to acquire a service restricted risk item according to the bank information.

[0068] A target service restriction risk item determination module 330 is configured to obtain the customer's omni-channel service history record and determine the target service restriction risk item that causes the service breakpoint from the service restriction risk items based on the omni-channel service history record;

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

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

[0071] Query the database based on the card account number to obtain target data that matches 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 obtain pre-set restricted rules and match bank information with the restricted rules to obtain matching 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 match, 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, transaction restrictions for newly opened accounts within a specified period, newly opened accounts that have been inactive for a specified period, long-term inactive accounts, Category I accounts that cannot receive remittances, Category II accounts that cannot receive remittances, locked overseas transaction restrictions, transaction restrictions due to unactivated outbound transfer permissions, and transfer amounts exceeding system limits.

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

[0078] Filter the service-restricted risk items based on the risk bank information to obtain the target service-restricted risk items.

[0079] Optionally, a service breakpoint processing module is used to generate a response SMS message based on the target service restriction risk item when receiving a user's SMS response request and send it to the customer's client to guide the customer to perform self-service service breakpoint processing according to the response SMS message.

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

[0081] The telephone banking service breakpoint processing device provided by the embodiment of the application can execute the telephone banking service breakpoint processing method provided by any embodiment of the application, has the function modules and advantages corresponding to the execution method, and can predict the cause of the customer service breakpoint in advance and provide a solution based on the customer information and service history track, thereby reducing the difficulty of the agent in 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 result in the self-service scenario and generating an alarm information to prompt the target agent when the processing result is abnormal, whether the customer needs online assistance processing can be determined by the target agent, so that the service breakpoint problem can be quickly processed, thereby further improving the service quality.

[0082] Embodiment Four

[0083] Figure 4 A structural schematic diagram of an electronic device 10 that can be used to implement embodiments of the application is shown. The electronic device is intended to represent various forms of digital computers, such as laptops, desktops, tablets, personal digital assistants, servers, blade servers, mainframes, and other appropriate computers. The electronic device can also represent various forms of mobile devices, such as personal digital assistants, cellular telephones, smartphones, wearable devices (e.g., headsets, glasses, watches, etc.), and other similar computing devices. The components shown here, their connections and relationships, and their functions, are meant to be examples only, and are not meant to limit implementations of the applications described and / or claimed in this document.

[0084] As shown in Figure 4 The electronic device 10 includes at least one processor 11, and a memory, such as a read-only memory (ROM) 12, a random access memory (RAM) 13, etc., which is communicatively connected to the at least one processor 11, wherein the memory stores a computer program that can be executed by the at least one processor. The processor 11 can execute various appropriate actions and processes according to the computer program stored in the read-only memory (ROM) 12 or 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] Multiple 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 magnetic 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 via a computer network such as the Internet and / or various telecommunication networks.

[0086] Processor 11 can be any general-purpose and / or specialized processing component with processing and computing capabilities. Some examples of processor 11 include, but are not limited to, a central processing unit (CPU), a graphics processing unit (GPU), various specialized artificial intelligence (AI) computing chips, various processors running machine learning model algorithms, digital signal processors (DSPs), and any other suitable processor, controller, microcontroller, etc. Processor 11 executes the various methods and processes described above, such as the telephone banking service breakpoint processing method.

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

[0088] Various embodiments of the systems and techniques described 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), system-on-chip systems (SOCs), programmable logic devices (CPLDs), computer hardware, firmware, software, and / or combinations thereof. These various embodiments can include being implemented in one or more computer programs that are executable and / or interpreted on a programmable system that includes 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, such that when the computer program is executed by the processor, the functions / operations specified in the flowcharts and / or block diagrams are implemented. The computer program may be executed entirely on the machine, partially on the machine, as a stand-alone software package, partially on the machine and partially on a remote machine, or entirely on a remote machine or server.

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

[0091] To provide interaction with a user, the systems and techniques described herein can 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 pointing device (e.g., a mouse or trackball) through which the user can provide input to the electronic device. Other types of devices can also be used to provide interaction with the user; for example, the feedback provided to the user can be any form of sensory feedback (e.g., visual feedback, auditory feedback, or tactile feedback); and input from the user can be received in any form (including acoustic input, voice input, or tactile input).

[0092] The systems and techniques described herein can be implemented in a computing system that includes back-end 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 front-end components (e.g., a user computer with a graphical user interface or 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 back-end components, middleware components, or front-end components. The components of the system can 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 clients and servers. The clients and servers are typically remote from each other and typically interact via a communication network. This client-server relationship arises through computer programs running on the respective computers, creating a client-server relationship. The server may be a cloud server, also known as a cloud computing server or cloud host. This server is a hosting product within the cloud computing service ecosystem that addresses the management difficulties and limited scalability of traditional physical hosting and VPS services.

[0094] Example 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] The computer program product may be implemented by writing computer program code for performing the operations of the present invention in one or more programming languages, or a combination thereof, including object-oriented programming languages ​​such as Java, Smalltalk, C++, and conventional procedural programming languages ​​such as "C" or similar programming languages. The program code may be executed entirely on the user's computer, partially on the user's computer, as a stand-alone software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In cases involving a remote computer, the remote computer may be connected to the user's computer via any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computer (e.g., via the Internet using an Internet service provider).

[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. 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 employed. Those skilled in the art will appreciate that the present invention is not limited to the specific embodiments herein, and that various obvious changes, readjustments, and substitutions are possible for 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 detail through the above embodiments, the present invention is not limited to the above embodiments and may include many other equivalent embodiments without departing from the scope of the present invention. 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: Obtaining bank information associated with customers experiencing service interruptions through telephone banking services; Perform risk pre-judgment based on the bank information to obtain service restriction risk items, wherein the service restriction risk items include risk bank information, risk type, and solution; Obtaining the customer's omni-channel service history record, and determining a target service restriction risk item that causes a service breakpoint from the service restriction risk items based on the omni-channel service history record; Processing the customer service breakpoint based on the target service restriction risk item; The step of performing risk pre-judgment based on the bank information to obtain service restricted risk items includes: obtaining pre-set restricted rules, matching the bank information with the restricted rules to obtain matching restricted rules, wherein each of the restricted rules 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; determining the service-restricted risk item according to the risk bank information, the risk type, and the solution; The processing of the customer service breakpoint based on the target service restriction risk item includes: when determining that a text message answer request from a user is received, generating an answer text message according to the target service restriction risk item and sending the answer text message to the client's client 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 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.

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 risk types include: expired documents, transaction restrictions for newly opened accounts within a specified period of time, newly opened accounts that are inactive for a specified period of time, long-term inactive accounts, Category I accounts that cannot receive remittances, Category II accounts that cannot receive remittances, locked overseas transaction restrictions, transaction restrictions due to unactivated external transfer permissions, and transfer amounts exceeding system limits.

4. The method according to claim 1, wherein The determining, from the service limitation risk items according to the omni-channel service history records, a target service limitation risk item causing a service breakpoint includes: Acquire risk bank information associated with the service breakpoint based on the omni-channel service history; The target service restriction risk entry is obtained by screening the service restriction risk entries according to the risk bank information.

5. The method according to claim 1, wherein After processing the customer service breakpoint based on the target service restriction risk entry, 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.

6. A telephone banking service breakpoint processing device, characterized in that: The device comprises: A bank information acquisition module is used to obtain bank information associated with customers who have experienced service interruptions through telephone banking services; a service restriction risk item acquisition module, configured to perform risk prejudgment based on the bank information and acquire service restriction risk items, wherein the service restriction risk items include risk bank information, risk type, and solution; a target service restriction risk item determination module, configured to obtain a customer's omni-channel service history record, and determine a target service restriction risk item that causes a service breakpoint from among the service restriction risk items based on the omni-channel service history record; A service breakpoint processing module, configured to process the customer service breakpoint based on the target service restriction risk entry; The service restricted risk item acquisition module is configured to acquire pre-set restricted rules and match the bank information with the restricted rules to obtain matching restricted rules, 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; determining the service-restricted risk item according to the risk bank information, the risk type, and the solution; The service breakpoint processing module is configured to, upon receiving a user's SMS solution request, generate a solution SMS message based on the target service restriction risk item and send the message to the client's client to guide the client to perform self-service service breakpoint processing according to the solution SMS message. 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.

7. 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. The computer program is executed by the at least one processor to enable the at least one processor to perform the method according to any one of claims 1 to 5.

8. 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 5 when executed.

9. 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 5 when executed by a processor.

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