An electronic tax bureau business assistance method and system

Abstract

The present application discloses an electronic tax bureau business assistance method and system, which relates to the field of electronic tax services. The method includes identifying the electronic tax bureau business module currently accessed by the taxpayer based on the acquired operation behavior information, and generating a business module identification result; obtaining relevant operation manuals, training videos and FAQs according to the business module identification result, and generating coaching material information; synchronously displaying the coaching material information in a designated area; monitoring the taxpayer's operation progress, highlighting the operation area or button on the electronic tax bureau main interface according to the current operation steps, and advancing to the next step; receiving and analyzing the taxpayer's consultation request, retrieving the most matching answer from the tax knowledge base, and generating consultation reply information; establishing a real-time interactive connection with tax personnel when manual service is required; the present application intelligently identifies the taxpayer's operation behavior, provides real-time and personalized coaching services, and improves the taxpayer's operation efficiency and service experience.

Description

Technical Field

[0001] The present application relates to the field of electronic tax services, and in particular to an electronic tax bureau business assistance method and system. Background Art

[0002] With the acceleration of digital transformation, the e-tax bureau has become a vital platform for taxpayers' daily tax affairs, significantly improving the efficiency of tax administration and services. However, faced with complex and ever-changing tax laws and operational procedures, taxpayers often feel overwhelmed. This is especially true in the early stages of a new system's rollout, when operational difficulties increase. This creates an urgent need for efficient, personalized guidance services to enhance the tax handling experience.

[0003] The existing tutoring methods mainly rely on paper operation manuals and on-site manual guidance. Although they have solved taxpayers' problems to a certain extent, they have obvious limitations: first, paper operation manuals are updated with a lag, making it difficult to reflect system changes in a timely manner, and the amount of information is huge and difficult to find; second, on-site manual guidance faces problems such as tight human resources and uneven tutoring quality. Especially during peak periods, it is common to see people queuing for tutoring, which seriously affects taxpayers' tax processing efficiency and satisfaction; in addition, the lack of intelligent tutoring tools makes the tutoring process lack interactivity and personalization, making it difficult to meet the specific needs of different taxpayers, and urgently needs improvement. Summary of the Invention

[0004] In order to intelligently identify taxpayers' operational behaviors, provide real-time and personalized guidance services, and improve taxpayers' operational efficiency and service experience, this application provides an electronic tax bureau business assistance method and system.

[0005] In the first aspect, the invention objectives of this application are achieved by adopting the following technical solutions:

[0006] An electronic tax bureau business assistance method, comprising:

[0007] Obtaining taxpayers' operational behavior information, including taxpayers' operational records, access paths, and duration of stay;

[0008] Based on the operation behavior information, identify the electronic tax bureau business module currently accessed by the taxpayer and generate a business module identification result;

[0009] According to the business module recognition result, relevant operation manuals, training videos and FAQs are obtained to generate coaching material information; the coaching material information is synchronously displayed in a designated area of ​​the coaching terminal;

[0010] Monitor the taxpayer's operation progress, highlight the operation area or button on the main interface of the e-Tax Bureau according to the current operation step, and advance to the next step;

[0011] Through the AI ​​large-scale intelligent consulting system, taxpayers' consultation requests are received and analyzed, the most suitable answers are retrieved from the tax knowledge base, and consultation response information is generated;

[0012] When manual service is needed, a real-time interactive connection with tax officials can be established through the audio and video equipment of the coaching terminal.

[0013] By adopting the above technical solution, operational behavior information refers to the taxpayer's operational behavior on the electronic tax bureau; the coaching material information is obtained from the official channel of the State Administration of Taxation, and the designated area of ​​the coaching terminal can be the pre-set sub-screen of the coaching terminal, and the coaching terminal is set to be a main screen with an electronic tax bureau business operating system and a sub-screen that displays coaching material information in real time; specifically, this application intelligently obtains the taxpayer's operational behavior information, intelligently identifies the currently visited electronic tax bureau business module, and automatically recommends relevant operation manuals, training videos and FAQs, which greatly saves taxpayers' time in finding information and enables them to find the information they need faster; monitors the taxpayer's operational progress, highlights the operation area or button on the main interface of the electronic tax bureau according to the current operation steps, and automatically advances to the next step, replacing traditional manual coaching with interactive operation guidance, significantly improving operational efficiency combined with automated coaching, that is, through intelligent With the synchronized coaching materials and interactive operation instructions provided by the terminal, taxpayers can complete the operation smoothly without manual intervention, which reduces the workload of tax counselors; the AI ​​large-scale intelligent consulting system not only improves the quality of consulting services, but also reduces the time for tax personnel to answer common questions; and when taxpayers need manual services, they can quickly establish a real-time interactive connection with tax personnel through the built-in audio and video equipment of the coaching terminal, provide more personalized services, and improve taxpayer satisfaction; the interactive design and highlight display function of the coaching terminal of the present invention make the operation process more intuitive and simple, reduce the learning cost of taxpayers, and the coaching materials and operation instructions can be dynamically adjusted according to the taxpayer's operating scenarios, provide more targeted and effective coaching, and improve the user experience, so that the present application realizes the purpose of intelligently identifying the taxpayer's operating behavior, providing real-time and personalized coaching services, and improving the taxpayer's operating efficiency and service experience.

[0014] In a preferred embodiment of the present application, the designated area includes a secondary screen; and the step of synchronously displaying the tutoring material information in the designated area of ​​the tutoring terminal specifically includes:

[0015] Display the operation manual and training video related to the current business module on the secondary screen;

[0016] The coaching terminal provides scrolling and image zooming functions for the operation manual, and full-screen playback and pause control functions for the training video;

[0017] When a taxpayer does not perform any operation for a long time, a logout countdown prompt will be automatically displayed. If there is still no operation within the specified time, the taxpayer will automatically log out and return to the lock screen interface.

[0018] By adopting this technical solution, when taxpayers remain inactive for a long period of time, the system automatically displays a logout countdown and automatically logs out and returns to the lock screen after a specified period of inactivity. This effectively prevents information leaks, ensures taxpayer information security, and enhances taxpayers' trust and sense of security in the system.

[0019] In a preferred example of this application, the acquisition of taxpayers' operational behavior information specifically includes:

[0020] Record taxpayers' mouse clicks, keyboard inputs, and page switching operations on the electronic tax bureau;

[0021] Collect statistics on taxpayers’ stay time and access frequency in various electronic tax bureau business modules;

[0022] Analyze the taxpayer's operation path and identify the business module of the current operation.

[0023] By adopting the above technical solution, the system can obtain and record taxpayers' mouse clicks, keyboard input, page switching and other operations on the electronic tax bureau. The system can accurately identify the business module currently visited by the taxpayer, which helps the system quickly locate and provide relevant guidance materials, reducing the time taxpayers spend looking for information.

[0024] In a preferred embodiment of the present application, the method further includes:

[0025] Obtaining basic information of taxpayers, and classifying taxpayers into different types based on the basic information of taxpayers to obtain classified taxpayers representing different tax treatment requirements;

[0026] Identify the taxpayer's identity to obtain taxpayer identity information, and read the taxpayer's historical business information that identifies the taxpayer's historical business processing status at the tax bureau based on the taxpayer's identity information;

[0027] Obtain historical business processing information of each taxpayer registered with the electronic tax bureau, and obtain a predicted service demand coefficient based on the historical business processing information of each taxpayer registered with the electronic tax bureau;

[0028] Obtain information indicating the current business processing status within the electronic tax bureau, and obtain available service resource information based on the information indicating the business processing status within the electronic tax bureau;

[0029] Determining service resources to assist taxpayers in handling their business based on the taxpayer classification, the taxpayer's historical business information, and the available service resource information;

[0030] The service process information within the electronic tax bureau is obtained, and a business support plan is generated based on the service resources, the service process information within the electronic tax bureau and the predicted service demand coefficient.

[0031] By adopting the above technical solutions, service resources to assist taxpayers in handling their business are determined based on the classified taxpayers, taxpayers' historical business information and available service resource information, ensuring the efficient use of service resources and improving taxpayers' operational efficiency. By combining service resources, service process information within the electronic tax bureau and predicted service demand coefficients, personalized business assistance plans are generated, which not only improves taxpayers' operational efficiency but also reduces the possibility of erroneous operations.

[0032] In a preferred example of this application, the basic information of taxpayers is obtained, and according to the basic information of taxpayers, taxpayers are divided into different types to obtain classified taxpayers representing different tax processing requirements, specifically including:

[0033] Obtain basic taxpayer information, and based on the taxpayer's basic information, obtain the taxpayer's industry information, turnover information, and tax compliance records;

[0034] Obtain the tax risk level of each taxpayer based on the taxpayer's industry information, turnover information, and tax compliance records;

[0035] Taxpayers are divided into different types according to the tax risk level of each taxpayer, and classified taxpayers representing different tax treatment requirements are obtained.

[0036] By adopting the above technical solution, since different types of taxpayers may have different tax processing needs, the system can provide customized service content and guidance materials based on the classification results, improving the relevance and effectiveness of the services. This application accurately assesses the tax risk level of each taxpayer. Taxpayers are divided into different types according to their tax risk levels, and classified taxpayers with different tax processing needs are obtained, which helps the system provide more personalized services based on the needs of different types of taxpayers. Based on the taxpayer's tax risk level and classification results, the system can more reasonably allocate service resources. For example, high-risk taxpayers may require more attention and guidance, and the system can prioritize the allocation of more human and technical resources to them.

[0037] In a preferred example of the present application, the acquisition of historical business processing information of each taxpayer registered with the electronic tax bureau and the acquisition of a predicted service demand coefficient based on the historical business processing information of each taxpayer registered with the electronic tax bureau specifically include:

[0038] Obtain historical business processing information of each taxpayer who has registered with the electronic tax bureau, including historical business types, historical processing time, and historical feedback satisfaction;

[0039] Obtain the current time point, compare the historical processing time of each taxpayer registered with the electronic tax bureau with the current time point, and filter out taxpayers whose business processing time is close to the current time point;

[0040] A predicted service demand coefficient is obtained based on the historical business types, the historical processing time, and the historical feedback satisfaction of each taxpayer who has registered with the electronic tax bureau.

[0041] By adopting the above technical solution, the historical business types of each taxpayer who has registered with the electronic tax bureau are obtained. The system can understand the common business types of taxpayers, providing an important basis for predicting future service needs. The historical processing time of taxpayers is compared with the current time point, and taxpayers whose business processing time is close to the current time point are screened out, which helps the system to more accurately predict the service needs in the current time period; by obtaining the historical feedback satisfaction of taxpayers, the system can understand the taxpayers' satisfaction with past services, and provide data support for improving service quality and increasing user satisfaction. This application uses the predicted service demand coefficient to enable the system to dynamically adjust service resources to ensure that resources can be allocated in time during peak hours to avoid resource waste and queuing.

[0042] In a preferred example of this application, the service resources for assisting taxpayers in handling their business are determined based on the taxpayer classification, the taxpayer's historical business information, and the available service resource information, specifically including:

[0043] According to the classified taxpayer, obtaining the preset service priority corresponding to the classified taxpayer;

[0044] Determining the type of service resource for the taxpayer to handle business based on the taxpayer's historical business information, the taxpayer classification, and the service priority;

[0045] Specific service resources for assisting taxpayers in handling their business are determined based on the service resource type, the available service resource information, and the service efficiency corresponding to the available service resource information.

[0046] By adopting the above technical solution, a comprehensive analysis of taxpayer classification, taxpayer historical business information, and available service resource information is conducted to determine specific service resources to assist taxpayers in handling their business. This significantly improves taxpayers' operational efficiency and service experience. By classifying taxpayers into different types, classified taxpayers representing different tax processing needs are obtained. This helps the system provide more precise services based on the needs of different types of taxpayers. By combining taxpayer classification, historical business information, and service priority, the system can determine the type of service resource for taxpayers to handle their business. For example, high-risk taxpayers may require more face-to-face guidance, while low-risk taxpayers may be more suitable for self-service, thereby optimizing the allocation of service resources.

[0047] In a preferred example of the present application, before obtaining the service process information within the electronic tax bureau, the method further includes:

[0048] Based on the taxpayer's basic information, obtain the average processing time for each service item;

[0049] Obtain the average number of steps required for the identified taxpayer to complete each business, calculate the average processing complexity of each business, and obtain the average processing complexity;

[0050] Obtaining an efficiency coefficient indicating the efficiency of electronic tax bureau business processing based on the average processing time and the average processing complexity;

[0051] According to the efficiency coefficient, a corresponding preset algorithm for generating a business assistance solution is allocated.

[0052] By adopting the above technical solutions, the basic information of taxpayers, the average processing time of service items, and the average processing complexity of businesses are comprehensively analyzed to generate an efficiency coefficient that identifies the business processing efficiency of the electronic tax bureau, and the preset algorithm is allocated accordingly to generate business support solutions; the analysis of the average processing time can understand the processing efficiency of each service item, and the calculation of the average processing complexity helps to understand the complexity of each business, providing data support for optimizing business processes. Based on the average processing time and the average processing complexity, the system generates an efficiency coefficient that identifies the business processing efficiency of the electronic tax bureau. The efficiency coefficient can comprehensively reflect the efficiency and complexity of the electronic tax bureau in handling various businesses, and provide a scientific basis for resource allocation and process optimization; different efficiency coefficients correspond to different preset algorithms to ensure that the generated business support solutions can better adapt to the current business processing situation.

[0053] In the second aspect, the invention objective of this application is achieved by adopting the following technical solutions:

[0054] An electronic tax bureau business assistance system is applied to the electronic tax bureau business assistance method described above, and the system includes:

[0055] An operation behavior information acquisition module is used to acquire the taxpayer's operation behavior information, which includes the taxpayer's operation record, access path and stay time;

[0056] A business module identification module, configured to identify the electronic tax bureau business module currently accessed by the taxpayer based on the operation behavior information, and generate a business module identification result;

[0057] A tutorial material acquisition module is used to obtain relevant operation manuals, training videos and FAQs based on the business module recognition results, and generate tutorial material information;

[0058] A tutoring material display module, configured to synchronously display the tutoring material information in a designated area of ​​the tutoring terminal;

[0059] The operation progress monitoring module is used to monitor the taxpayer's operation progress. According to the current operation step, the operation area or button on the main interface of the electronic tax bureau is highlighted and the next step is advanced.

[0060] The AI ​​intelligent consulting module is used to receive and analyze taxpayers' consultation requests through the AI ​​large-scale intelligent consulting system, retrieve the most matching answers from the tax knowledge base, and generate consultation response information;

[0061] The manual service module is used to establish a real-time interactive connection with tax officials through the audio and video equipment of the coaching terminal when manual service is needed.

[0062] By adopting the above technical solutions, the operation behavior information acquisition module and the business module identification module work together, and the system can accurately identify the business module currently visited by the taxpayer, quickly provide relevant guidance materials, and reduce search time. The guidance material acquisition module and the guidance material display module dynamically adjust the displayed guidance materials according to the business module identification results to ensure that the information is highly relevant to the current operation needs and improve operational efficiency; through the synchronized guidance materials and interactive operation instructions provided by the smart terminal, taxpayers can successfully complete the operation without human intervention, reducing the workload of tax counselors; the AI ​​large model intelligent consulting system can automatically handle a large number of common problems, reduce the workload of tax personnel, and enable tax personnel to concentrate on dealing with more complex problems.

[0063] In a preferred embodiment of the present application, the tutoring material display module includes:

[0064] Secondary screen display submodule, used to display operation manuals and training videos related to the current business module on the secondary screen;

[0065] Function control submodule, used to provide scrolling and image zooming functions for the operation manual, and full-screen play and pause control functions for the training video;

[0066] The security control submodule is used to automatically display a logout countdown prompt when the taxpayer has not performed any operation for a long time. If there is still no operation within the specified time, the taxpayer will automatically log out and return to the lock screen interface.

[0067] In summary, this application includes at least one of the following beneficial technical effects:

[0068] 1. By intelligently acquiring taxpayers' operational behavior information, intelligently identifying the electronic tax bureau business module currently being accessed, and automatically recommending relevant operation manuals, training videos, and FAQs, taxpayers can greatly save time in searching for information and find the information they need more quickly; monitor the taxpayers' operational progress, highlight the operation area or button on the main interface of the electronic tax bureau according to the current operation steps, and automatically advance to the next step, replacing traditional manual guidance with interactive operation guidance, which significantly improves operational efficiency. Combined with automated guidance, that is, through the synchronous guidance materials and interactive operation guidance provided by smart terminals, taxpayers can complete the task without manual intervention. The smooth completion of the operation reduces the workload of tax counselors; the AI ​​large-scale intelligent consulting system not only improves the quality of consulting services, but also reduces the time tax personnel spend answering common questions; and when taxpayers need manual services, they can quickly establish a real-time interactive connection with tax personnel through the audio and video equipment built into the counseling terminal, providing more personalized services and improving taxpayer satisfaction; the interactive design and highlight display function of the counseling terminal of the present invention make the operation process more intuitive and simple, reducing the taxpayer's learning cost, and the counseling materials and operation instructions can be dynamically adjusted according to the taxpayer's operating scenario, providing more targeted and effective counseling, and improving the user experience;

[0069] 2. Based on taxpayer classification, taxpayer historical business information, and available service resources, we identify service resources to assist taxpayers in handling their business, ensuring efficient use of service resources and improving taxpayer operational efficiency. We also generate personalized business assistance plans based on service resources, service process information within the electronic tax bureau, and predicted service demand coefficients, which not only improves taxpayer operational efficiency but also reduces the possibility of operational errors.

[0070] 3. Comprehensively analyze the basic information of taxpayers, the average processing time of service items, and the average processing complexity of businesses to generate an efficiency coefficient that identifies the business processing efficiency of the electronic tax bureau, and allocate preset algorithms based on this to generate business support plans; the analysis of the average processing time can understand the processing efficiency of each service item, and the calculation of the average processing complexity helps to understand the complexity of each business, providing data support for optimizing business processes. Based on the average processing time and average processing complexity, the system generates an efficiency coefficient that identifies the business processing efficiency of the electronic tax bureau. The efficiency coefficient can comprehensively reflect the efficiency and complexity of the electronic tax bureau in handling various businesses, providing a scientific basis for resource allocation and process optimization. BRIEF DESCRIPTION OF THE DRAWINGS

[0071] Figure 1 This is a flow chart of an electronic tax bureau business assistance method in one embodiment of the present application;

[0072] Figure 2 This is another flow chart of an electronic tax bureau business assistance method in one embodiment of the present application. DETAILED DESCRIPTION

[0073] The present application is further described in detail below with reference to the accompanying drawings.

[0074] In one embodiment, if Figure 1 As shown, this application discloses an electronic tax bureau business assistance method, which specifically includes the following steps:

[0075] S1: Obtain the taxpayer's operation behavior information, which includes the taxpayer's operation records, access paths, and stay time.

[0076] In this embodiment, various operational behavior data of taxpayers when using the electronic tax bureau system are collected through log recording, event monitoring, etc.; every operation action of the taxpayer in the electronic tax bureau system, such as mouse clicks, keyboard input, page switching, etc., is captured; and the access path (that is, the different pages and modules visited by the user) and the time spent on each page or module are recorded at the same time.

[0077] Specifically, in step S1, obtaining the taxpayer's operation behavior information includes: recording the taxpayer's mouse clicks, keyboard input, and page switching operations on the electronic tax bureau; counting the taxpayer's stay time and access frequency in each electronic tax bureau business module; analyzing the taxpayer's operation path and identifying the current operation business module.

[0078] S2: Based on the operation behavior information, identify the electronic tax bureau business module currently accessed by the taxpayer and generate a business module identification result.

[0079] Specifically, through data analysis and pattern recognition algorithms, operation records and access paths are parsed to determine the business module currently accessed by the taxpayer. For example, if a taxpayer frequently visits a specific page or module, it can be determined that the taxpayer is currently using that business module.

[0080] S3: Based on the business module recognition results, relevant operation manuals, training videos and FAQs are obtained to generate coaching material information; the coaching material information is synchronously displayed in a designated area of ​​the coaching terminal.

[0081] In this embodiment, the designated area of ​​the tutoring terminal includes a secondary screen; the tutoring materials can be obtained through an API interface or database query; after acquisition, the materials are synchronously displayed on the secondary screen or other designated areas of the tutoring terminal for the convenience of taxpayers to view and use.

[0082] Specifically, the tutoring information is synchronously displayed in a designated area of ​​the tutoring terminal, including:

[0083] The operation manual and training video related to the current business module are displayed on the secondary screen; the coaching terminal provides scrolling and image zooming functions for the operation manual, and provides full-screen playback and pause control functions for the training video.

[0084] S4: Monitor the taxpayer's operation progress, highlight the operation area or button on the main interface of the electronic tax bureau according to the current operation steps, and advance to the next step.

[0085] In this embodiment, the user's operating behavior is monitored in real time, and the corresponding operation area or button is highlighted according to the current step. For example, if the current step is to fill in a form, the system can highlight the filling area of ​​the form and provide a prompt for the next step.

[0086] S5: Through the AI ​​large-scale intelligent consulting system, taxpayers’ consultation requests are received and analyzed, the most matching answers are retrieved from the tax knowledge base, and consultation response information is generated.

[0087] In this embodiment, the taxpayer's consultation request is received through the API interface, and the request is semantically analyzed using natural language processing (NLP) technology to understand the taxpayer's consultation intention. Then, the most matching answer is retrieved from the pre-built tax knowledge base, and consultation response information is generated. The consultation response information can include text, pictures, videos and other forms.

[0088] S6: When manual service is needed, establish a real-time interactive connection with tax officials through the audio and video equipment of the coaching terminal.

[0089] In this embodiment, the business assistance system provides a "transfer to manual" button. After the taxpayer clicks it, the system establishes an audio and video connection through the built-in camera and microphone to interact with the tax staff in real time. During the interaction, the interactive interface can be displayed on the secondary screen of the tutoring terminal to ensure that the electronic tax bureau operation interface on the main screen is not blocked.

[0090] Furthermore, the business support system also includes automatically displaying a logout countdown prompt when the taxpayer has not performed any operation for a long time. If there is still no operation within the specified time, the taxpayer will automatically log out and return to the lock screen interface.

[0091] In one embodiment, if Figure 2 As shown, an electronic tax bureau business assistance method also includes:

[0092] S10: Obtain basic information of taxpayers, and classify taxpayers into different types based on the basic information to obtain classified taxpayers representing different tax processing requirements.

[0093] In this embodiment, step S10 specifically includes:

[0094] S101: Obtain the basic information of the taxpayer. Based on the basic information of the taxpayer, obtain the taxpayer's industry information, turnover information and tax compliance records.

[0095] Specifically, the basic information of taxpayers can be obtained through user registration information and historical records in the tax system.

[0096] S102: Obtain the tax risk level of each taxpayer based on the taxpayer's industry information, turnover information and tax compliance records.

[0097] Specifically, data analysis and machine learning algorithms are used to assess taxpayers' tax risk levels based on industry information, turnover information and tax compliance records; tax risk levels can be divided into high risk, medium risk and low risk.

[0098] S103: Taxpayers are divided into different types according to their tax risk level to obtain classified taxpayers representing different tax processing requirements.

[0099] Specifically, classification algorithms (such as decision trees, K-means clustering, etc.) are used to divide taxpayers into different types according to their tax risk levels, such as high-risk taxpayers, medium-risk taxpayers, and low-risk taxpayers.

[0100] S20: Identify the taxpayer's identity to obtain taxpayer identity information, and read the taxpayer's historical business information that identifies the taxpayer's historical business processing status at the tax bureau corresponding to the taxpayer's identity based on the taxpayer identity information.

[0101] In this embodiment, an identity authentication mechanism (such as user name and password, ID number, etc.) is used to identify the taxpayer's identity, and the taxpayer's historical business processing records are queried from the database, including historical business types, historical processing time, and historical feedback satisfaction, and the queried historical business processing information is integrated into the user file.

[0102] S30: Obtain historical business processing information of each taxpayer that has registered with the electronic tax bureau, and obtain a predicted service demand coefficient based on the historical business processing information of each taxpayer that has registered with the electronic tax bureau.

[0103] In this embodiment, step S30 specifically includes:

[0104] S301: Obtain historical business processing information of each taxpayer who has registered with the electronic tax bureau. The historical business processing information includes historical business types, historical processing time, and historical feedback satisfaction.

[0105] Specifically, historical business types refer to the types of business that taxpayers have handled in the past, such as tax filing, tax refund, invoice management, etc.; historical processing time refers to the processing time of each business, including the start time and end time; historical feedback satisfaction refers to the taxpayer's satisfaction score for each business processing, which can be obtained through questionnaires or system evaluation functions.

[0106] S302: Obtain the current time point, compare the historical processing time of each taxpayer registered with the electronic tax bureau with the current time point, and filter out taxpayers whose business processing time is close to the current time point.

[0107] Specifically, obtain the current time point, compare the taxpayer's historical processing time with the current time point, filter out taxpayers whose business processing time is close to the current time point, and use timestamp and date comparison functions to filter out taxpayers with business processing records in the recent period.

[0108] S303: Obtain a predicted service demand coefficient based on the historical business types, historical processing time, and historical feedback satisfaction of each taxpayer who has registered with the electronic tax bureau.

[0109] Specifically, the predicted service demand coefficient can be expressed as a numerical value, reflecting the possible service demand intensity of taxpayers in the future period of time; linear regression or time series analysis algorithms can be selected to predict future service demand trends.

[0110] S40: Acquire information indicating the current business processing status within the electronic tax bureau, and acquire available service resource information based on the information indicating the current business processing status within the electronic tax bureau.

[0111] In this embodiment, a real-time monitoring system is used to obtain status information of business processing within the current electronic tax bureau, including current business volume, processing speed, etc., and then obtain available service resource information from the resource management system, such as the number of customer service personnel, online system resources, etc., and integrate the business processing status information and available service resource information into the system for use in subsequent steps.

[0112] S50: Determine the service resources to assist taxpayers in handling their business based on the classified taxpayers, taxpayers’ historical business information and available service resources information.

[0113] In this embodiment, the classification results, historical business information, and available service resource information are integrated into the decision model. Decision models such as decision trees and rule engines are used to determine the most appropriate auxiliary service resources based on the classification results, historical business information, and available resource information. For example, high-risk taxpayers may require more face-to-face guidance, while low-risk taxpayers may be more suitable for self-service.

[0114] S60: Obtain service process information within the electronic tax bureau, and generate a business support plan based on service resources, service process information within the electronic tax bureau, and predicted service demand coefficient.

[0115] In this embodiment, service process information, including the steps and required time of each business process, is obtained from the service process management system. The service process information, service resource information and predicted service demand coefficient are integrated into the generation model. Algorithms (such as genetic algorithms, simulated annealing, etc.) are used to generate personalized business assistance plans to ensure that the plans meet the actual needs of taxpayers and the availability of service resources.

[0116] In one embodiment, in step S5, based on the taxpayer classification, the taxpayer's historical business information, and the available service resource information, service resources to assist the taxpayer in handling business are determined, specifically including:

[0117] S501: According to the classification of taxpayers, obtain the preset service priority of the corresponding classification of taxpayers.

[0118] Specifically, the preset service priority is used to determine the priority order of taxpayers when they need services, and the service priority of taxpayers of different categories is preset, for example, high-risk taxpayers have the highest priority, medium-risk taxpayers have the second highest priority, and low-risk taxpayers have the lowest priority.

[0119] S502: Classify taxpayers and service priorities based on their historical business information, and determine the service resource type for taxpayers to handle their business.

[0120] Specifically, service resource types may include online tutoring, face-to-face tutoring, self-service, etc.

[0121] S503: Determine specific service resources to assist taxpayers in handling their business based on the service resource type, available service resource information, and the service efficiency corresponding to the available service resource information.

[0122] In this embodiment, specific auxiliary service resources may include specific customer service personnel, an online tutoring system, a self-service terminal, and the like.

[0123] In one embodiment, before step S1, an electronic tax bureau business assistance method further includes:

[0124] S11: Based on the taxpayer’s basic information, obtain the average processing time for each service item.

[0125] In this embodiment, based on the basic information of the taxpayer, the historical processing time of each service item is obtained, and the average processing time of each service item is calculated.

[0126] Specifically, the historical processing time of each service item is extracted from the database of the business assistance system.

[0127] S12: Obtain the average number of steps required for the identified taxpayer to complete each business, calculate the average processing complexity of each business, and obtain the average processing complexity.

[0128] S13: Based on the average processing time and the average processing complexity, an efficiency coefficient indicating the efficiency of the electronic tax bureau's business processing is obtained.

[0129] In this embodiment, a machine learning algorithm is used to calculate an efficiency coefficient that identifies the business processing efficiency of the electronic tax bureau based on the average processing time and the average processing complexity.

[0130] S14: Allocate a corresponding preset algorithm for generating a business assistance solution according to the efficiency coefficient.

[0131] Specifically, based on the calculated efficiency coefficient, an appropriate preset algorithm is selected to generate a business support solution. For example, different efficiency coefficient ranges can be set to correspond to different preset algorithms; preset algorithms include but are not limited to rule engines, random forests, linear regression, and time series analysis.

[0132] For example, the historical processing records of each service item, including the start time and end time, are extracted from the database of the business support system. The average processing time of each service item is calculated, and it is found that the average processing time of service item A is 10 minutes. The records of the steps taken by taxpayers to complete service item A are extracted, and the average number of steps is calculated to be 5. Combining the average processing time and the average number of steps, the average processing complexity of service item A is calculated to be 7.5. Using a linear regression model, combined with the average processing time and the average processing complexity, the efficiency coefficient of service item A is calculated to be 0.9. Based on the efficiency coefficient of 0.9, the linear regression algorithm is selected to generate a business support plan. The generated business support plan includes self-service and online guidance to ensure that taxpayers can complete business processing efficiently.

[0133] It should be understood that the serial numbers of the steps in the above embodiments do not imply the order of execution. The order of execution of each process should be determined by its function and internal logic, and should not constitute any limitation on the implementation process of the embodiments of the present application.

[0134] The above-described embodiments are only used to illustrate the technical solutions of the present application, rather than to limit them. Although the present application has been described in detail with reference to the aforementioned embodiments, it should be understood by those skilled in the art that the technical solutions described in the aforementioned embodiments may still be modified, or some of the features thereof may be replaced by equivalents. However, these modifications or replacements do not deviate the essence of the corresponding technical solutions from the spirit and scope of the technical solutions of the various embodiments of the present application, and should all be included in the scope of protection of the present application.

Claims

1. An electronic tax bureau business assistance method, characterized in that: include: Obtaining taxpayers' operational behavior information, including taxpayers' operational records, access paths, and duration of stay; Based on the operation behavior information, identify the electronic tax bureau business module currently accessed by the taxpayer and generate a business module identification result; According to the business module recognition result, relevant operation manuals, training videos and FAQs are obtained to generate coaching material information; the coaching material information is synchronously displayed in a designated area of ​​the coaching terminal; Monitor the taxpayer's operation progress, highlight the operation area or button on the main interface of the e-Tax Bureau according to the current operation step, and advance to the next step; Through the AI ​​large-scale intelligent consulting system, taxpayers' consultation requests are received and analyzed, the most suitable answers are retrieved from the tax knowledge base, and consultation response information is generated; When manual service is needed, a real-time interactive connection with tax officials can be established through the audio and video equipment of the coaching terminal; The method also includes: Obtaining basic information of taxpayers, and classifying taxpayers into different types based on the basic information of taxpayers to obtain classified taxpayers representing different tax treatment requirements; Identify the taxpayer's identity to obtain taxpayer identity information, and read the taxpayer's historical business information that identifies the taxpayer's historical business processing status at the tax bureau based on the taxpayer's identity information; Obtain historical business processing information of each taxpayer registered with the electronic tax bureau, and obtain a predicted service demand coefficient based on the historical business processing information of each taxpayer registered with the electronic tax bureau; Obtain information indicating the current business processing status within the electronic tax bureau, and obtain available service resource information based on the information indicating the business processing status within the electronic tax bureau; Determining service resources to assist taxpayers in handling their business based on the taxpayer classification, the taxpayer's historical business information, and the available service resource information; The service process information within the electronic tax bureau is obtained, and a business support plan is generated based on the service resources, the service process information within the electronic tax bureau and the predicted service demand coefficient.

2. The electronic tax bureau business assistance method according to claim 1 is characterized in that: The designated area includes a secondary screen; and the step of synchronously displaying the tutoring material information in the designated area of ​​the tutoring terminal specifically includes: Display the operation manual and training video related to the current business module on the secondary screen; The coaching terminal provides scrolling and image zooming functions for the operation manual, and full-screen playback and pause control functions for the training video; When a taxpayer does not perform any operation for a long time, a logout countdown prompt will be automatically displayed. If there is still no operation within the specified time, the taxpayer will automatically log out and return to the lock screen interface.

3. The electronic tax bureau business assistance method according to claim 1 is characterized in that: The acquisition of taxpayers' operational behavior information specifically includes: Record taxpayers' mouse clicks, keyboard inputs, and page switching operations on the electronic tax bureau; Collect statistics on taxpayers’ stay time and access frequency in various electronic tax bureau business modules; Analyze the taxpayer's operation path and identify the business module of the current operation.

4. The electronic tax bureau business assistance method according to claim 1 is characterized in that: The basic information of taxpayers is obtained, and taxpayers are classified into different types according to the basic information of taxpayers to obtain classified taxpayers representing different tax processing requirements, specifically including: Obtain basic taxpayer information, and based on the taxpayer's basic information, obtain the taxpayer's industry information, turnover information, and tax compliance records; Obtain the tax risk level of each taxpayer based on the taxpayer's industry information, turnover information, and tax compliance records; Taxpayers are divided into different types according to the tax risk level of each taxpayer, and classified taxpayers representing different tax treatment requirements are obtained.

5. The electronic tax bureau business assistance method according to claim 1 is characterized in that: The acquisition of historical business processing information of each taxpayer registered with the electronic tax bureau and the acquisition of a predicted service demand coefficient based on the historical business processing information of each taxpayer registered with the electronic tax bureau specifically include: Obtain historical business processing information of each taxpayer who has registered with the electronic tax bureau, including historical business types, historical processing time, and historical feedback satisfaction; Obtain the current time point, compare the historical processing time of each taxpayer registered with the electronic tax bureau with the current time point, and filter out taxpayers whose business processing time is close to the current time point; A predicted service demand coefficient is obtained based on the historical business types, the historical processing time, and the historical feedback satisfaction of each taxpayer who has registered with the electronic tax bureau.

6. The electronic tax bureau business assistance method according to claim 1 is characterized in that: The determining of service resources to assist taxpayers in handling their business based on the taxpayer classification, the taxpayer's historical business information, and the available service resource information specifically includes: According to the classified taxpayer, obtaining the preset service priority corresponding to the classified taxpayer; Determining the type of service resource for the taxpayer to handle business based on the taxpayer's historical business information, the taxpayer classification, and the service priority; Specific service resources for assisting taxpayers in handling their business are determined based on the service resource type, the available service resource information and the service efficiency corresponding to the available service resource information.

7. The electronic tax bureau business assistance method according to claim 4 is characterized in that: Before obtaining the service process information within the electronic tax bureau, the method further includes: Based on the taxpayer's basic information, obtain the average processing time for each service item; Obtain the average number of steps required for the identified taxpayer to complete each business, calculate the average processing complexity of each business, and obtain the average processing complexity; Obtaining an efficiency coefficient indicating the efficiency of electronic tax bureau business processing based on the average processing time and the average processing complexity; According to the efficiency coefficient, a corresponding preset algorithm for generating a business assistance solution is allocated.

8. An electronic tax bureau business support system, characterized in that: The electronic tax bureau business assistance method according to any one of claims 1 to 7 is applied to the system comprising: An operation behavior information acquisition module is used to acquire the taxpayer's operation behavior information, which includes the taxpayer's operation record, access path and stay time; A business module identification module, configured to identify the electronic tax bureau business module currently accessed by the taxpayer based on the operation behavior information, and generate a business module identification result; A tutorial material acquisition module is used to obtain relevant operation manuals, training videos and FAQs based on the business module recognition results, and generate tutorial material information; A tutoring material display module, configured to synchronously display the tutoring material information in a designated area of ​​the tutoring terminal; The operation progress monitoring module is used to monitor the taxpayer's operation progress. According to the current operation step, the operation area or button on the main interface of the electronic tax bureau is highlighted and the next step is advanced. The AI ​​intelligent consulting module is used to receive and analyze taxpayers' consultation requests through the AI ​​large-scale intelligent consulting system, retrieve the most matching answers from the tax knowledge base, and generate consultation response information; The manual service module is used to establish a real-time interactive connection with tax officials through the audio and video equipment of the coaching terminal when manual service is needed.

9. The electronic tax bureau business support system according to claim 8 is characterized in that: The tutoring material display module includes: Secondary screen display submodule, used to display operation manuals and training videos related to the current business module on the secondary screen; Function control submodule, used to provide scrolling and image zooming functions for the operation manual, and full-screen play and pause control functions for the training video; The security control submodule is used to automatically display a logout countdown prompt when the taxpayer has not performed any operation for a long time. If there is still no operation within the specified time, the taxpayer will automatically log out and return to the lock screen interface.

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